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Business Profile

Auto Insurance

Connect MGA, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Connect MGA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unacceptable Delays and Lack of Communication Im extremely disappointed with the way this insurance company has handled my claim. My accident occurred on May 6, and I filed my claim shortly after. It has now been nearly a month, and the company has yet to assign a total loss adjuster or finalize the claim.Despite multiple follow-ups, Ive received no clear communication or progress updates. This delay has not only left me without a working vehicle but is also a clear violation of the Texas Insurance Code 542, which outlines the legal deadlines insurers are required to follow.The lack of urgency, professionalism, and accountability in handling this claim is completely unacceptable. If you value your time, money, and peace of mind, I would strongly urge you to think twice before doing business with this company.

      Business Response

      Date: 07/07/2025

      Please find attached our response.  

      Customer Answer

      Date: 07/07/2025

      I am rejecting this response because: While yes the property damage was accepted and paid, however the personal injury portion I have not received anything official in writing as far as the acceptance or the denial responsibility. 

      Business Response

      Date: 07/15/2025

      Since the payment for the property damage, additional information was obtained that changed our liability decision,  The remainder of the claim has been denied due to the majority of liability resting with ***** *****.  See attached liability denial.  

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A person insured by this company hit me from the rear on 5/24/2025 I filled a claim online the same day I have yet to hear from anyone. Ive called and called and was told that ***** **** was my adjuster and to this very day 6/3/2025 I still have not heard from him or the company

      Business Response

      Date: 07/07/2025

      Please find attached our response.  

    • Initial Complaint

      Date:06/03/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** ***** has violated HIPPA by contacting my medical providers without a medical authorization to release information signed by me. ******** ***** has blown a ******* demand and opened the policy for their insured failing to make an offer for my injury claim. ******** ***** has refused a diminishment in value claim with over $15,000 in property damage to my vehicle. Claim CCB01295419-001-001

      Business Response

      Date: 06/30/2025

      Please find attached our response.  

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a car accident back in Feb 2025 and the person at fault has connect insurance. My law firm filed a courtesy property damage claim on my behalf and to this day I have yet received payment..Inspection done, estimate done, but yet they are not releasing funds to get my vehicle repaired. My Lawfirm and I both are consistently calling to get status of this payment and they do not budge to answer any phone calls, emails, or voicemail. I need help to get that $$ and honestly penalize bad business practice.

      Business Response

      Date: 07/09/2025

      This is a duplicate complaint to complaint # ********.  Please see our response dated 6/11/2025.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were involved in a car accident on 2/20/2024. We were rear ended. The at fault parties insurance Connect Insurance and adjuster ******* ***** have been unresponsive since the incident and have yet to respond to demand letters for medical expenses that we have incurred. My insurance paid out for damages and they also have not had any response from the insurance and adjuster. I have reached on multiple occasions. Please see below. Date of Loss: 2/20/24 2/22/24: ******* with connect insurance called twice wanting to speak about accident. Referred her to AAA. 3/4/24: ******* called again wanting to speak about accident and referred her to AAA again. 3/13/24: received demand letter from *****. Spoke with *** representative ***** ******* and said that deductible was waived.3/18/24 ******* ****** wanting to speak about accident. I referred her to my insurance agent. 12/23/24: I sent demand letter to ******* ***** at her email. 1/23/25: I received confirmation of receipt. I also sent supporting documents. 1/28/25: I sent email confirming if they received supporting documents. No response 2/5/25: sent email again. 2/10/25: sent email again. Received email asking for documents. Sent them again. 2/19/25: sent email asking about confirmation. Received out of office reply stating will be back on 2/20/25. No response. 4/16/25: called AAA asking if they had contact with Connect Insurance and was Informed they did not. I called ******* ***** asking for settlement based on demand letter and no response. We are asking that this is resolved hopefully out of court.

      Business Response

      Date: 05/02/2025

      Please find attached our response.  

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Connect MGA without my consent and knowledge withdrew $179.00 in March and April 2025 from my bank account. I was a client for my first 6 months and was called and told my policy is being canceled. This was in December. I understood that because of an exclusion issue. Done. Canceled. However, all of a sudden and miraculously in the middle of the night "the system" determined the exclusion wasn't needed and started my policy again, or rather just renewed it without consent or approval. The withdrawals have been taking place since January. Shame on my for not noticing. To me, this is fraudulent and illegal.

      Business Response

      Date: 04/29/2025

      Please see attached response.

       

      Regards,

      Customer Answer

      Date: 04/29/2025

      I am rejecting this response because:  There was not a new policy completed or any electronic withdrawal document signed by ****** for a new policy. ****** was contacted by your firm and was told the policy will be canceled due to the title of the vehicle not being in her name. This was understood so we moved on financially and mentally.  However, from the time of this particular call, there was some sort of change in policy on MGA's end that allowed the vehicle to NOT be in her name. So, apparently this is what triggered the withdrawal from the bank account. It isn't right to contact us and say it is being canceled and then change policy and then automatically withdrawal unauthorized from anyone's bank account.  We could have been contacted again just like we were contacted for the cancelation notice. Additionally, the institution the vehicle is financed through, contacted us warning us we need to get insurance immediately. Connecting those dots, we had a call from *** notifying of cancelation, financial institution calling us saying yoy don't have insurance, get it immediately which leads us to a withdrawal that was unauthorized. As far as we were concerned policy was canceled and we were shopping for insurance. We recognize this may have been a mistake or miscalculation on MGA's end was not something intentional. I am only on this platform as I "obviously" entered into the "runaround" and "pointing finger" phase from MGA representatives and Freeway Insurance. 

      Business Response

      Date: 05/12/2025

      Please see attached response.

       

      Regards,

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been dealing with a terrible experience during the claim process (claim # CCB01386581) with this company since December 2024. A driver covered by this insurance hit my car while it was parked at home. I placed a claim against this driver for the damages and have been getting the run around with this company. My claim specialist ****** ******* has been less than helpful and completely not responsive or following up on things she says. When I first spoke to her she explained that they would be sending out an auto adjuster and that never happened. I never receive follow-up on the claim and have to call multiple times and request escalation just to get directed to a voicemail. When I finally get to speak to someone there is no resolution and I am told I will receive follow-up and never get it. Today (4/8/2025) after called 3 times i was able to speak to my claim specialist and she advised me that it would be a while because she was waiting on her managers approval to deny the claim. This is unacceptable given that it has been several months. I'd like this issue resolved as it doesn't take this long to deny a claim if that is what they are planning to do. Their driver was at fault and I need the official documentation stating the reason the claim is denied so I can proceed to next steps in recovering for these damages.

      Business Response

      Date: 04/25/2025

      Please find attached our response.  

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This claim started early November after the accident took place. The insured, ****** ****** ****, rear ended me on the highway and gave me his contact information, insurance card, and driver's license. I called 911, and the 911 dispatcher advised that if there are no physical injuries, an officer will not come out to make a police report. The insurance company has been claiming they are unable to contact the insured therefore they can't make payment. On 2/12/25, I was finally able to speak with ****** ***, claim representative and sent her images of the damage, along with all the images taken at the scene of the insured, his driver's license, and ********************** card. She told me on the phone that this is enough information to establish liability and we will move forward with payment. I attempted to call her every week since then and she failed to respond to my phone calls within a reasonable timeframe. She also told me that she spoke to the insured's wife and she was able to confirm that the vehicle has been inoperable since the incident as the radiator busted and leaked all the fluid upon impact from the insured's car. This morning, I received a letter dated 3/6/2025 claiming that due to our insured''s failure to cooperate, they will be unable to make payment which contradicts what she told me previously over the phone. When asked to speak to a supervisor, she refused.

      Business Response

      Date: 03/19/2025

      Please find attached our response.

      Customer Answer

      Date: 03/20/2025

      I am rejecting this response because:   
      there is sufficient evidence provided via pictures to support the claim. 
      The insurance company should take up to 30 days to speak to the insured, why did it take them from November until March to tell me its a denied claim? They werent responsive, and didnt return my attempts to contact them within a reasonable time frame. 

      Business Response

      Date: 05/12/2025

      Please see attached response.

       

      Regards,

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/14/2025 at 11:56 am this companies insured ran a red light and was struck by a vehicle (unit# 2) that clearly on the video had the right of way. This companies insured not only ran the light but was barely missed by the first vehicle that also had the right of way. The vehicle that did strike this unit (unit1) and both collied into my vehicle (unit #3) I have sent them the video from the ***************************** camera that clearly show their insured (unit #2) ran the red light and they are still trying to tell me that their insured had control of the intersection. Unit #1 also has the video, and my vehicle was stopped at the red light not moving at all when this happened. I call the insurance company and keep getting the run around and unit #1 insurance company Farmers is getting the same thing. I just want my vehicle fixed. It has been almost a month, and I should not have to file on my insurance and make my rate go up and my vehicle was not even moving. The officer saved the street camera video because he knew there was an issue because both people could not have the green light one person turning and the other going straight in different directions. I have an estimate from Caliber Collision but he said it would be more damage once all parts come off. I am paying for a 2025 and can't drive it because the headlights are out and all of the safety features are going off.

      Business Response

      Date: 03/21/2025

      Please find attached our response.  

      Customer Answer

      Date: 03/27/2025

      I am rejecting this response because:   My vehicle has been deemed a total loss. I have been calling your ************ to get this claim closed out. ***** ****** has reached out to me at all. It has been 2 and 1/2 business days now. I need to get a new vehicle and stop paying for this one. it took more that ********************************************* your response and GOD only knows how many calls as well as been treated nothing less than rude and been hung up on countless of times. What can we do to expedite the closing of this claim?

      Business Response

      Date: 04/07/2025

      The total loss was settled and paid on 3/28/2025.  A check was mailed to *****************.

    • Initial Complaint

      Date:03/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was rear ended by their insured 3 months ago and have yet to have my vehicle repaired. Insurance adjuster claimed she has tried to reach out via phone several times to the insured and had been unsuccessful. I personally reached out to the insured today and connected her her immediately. Insured told me no one from her insurance had called her. This company lied to me in order to avoid paying for damages.

      Business Response

      Date: 03/24/2025

      Please find attached our response. 

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