Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Agent ************************************* has assisted in insuring my home from the moment I purchased it. Rate was going up with Universal and inquired about other carriers. ****** determined Citizens would be more cost effective. She found Citizens with a better rate which required a wind mitigation per ****** for Citizens. Ive been advised by another agent recently that it is not required for a home built in 2009. Not sure which is true. Maybe she gets kick back? Interesting. Regardless ****** assured me I was in good hands and the Universal policy would be canceled and I would move forward with Citizens. I received a call from ****** who informed me the Universal plan hadnt cancelled in error but assured me I would be reimbursed. I received a check for reimbursement $225.25 not the full amount due. I immediately called ****** as to why the shortage. She advised I in fact would not receive the reimbursement she assured me I would receive. I would like a reimbursement for the policy she as my broker should have had follow through. This sure feels like insurance fraud. The fact she received commission from 2,carriers to insure my home simultaneously.
Business response
08/22/2023
INSURED CHANGE THE POLICY TO CITIZENS AND THE PRIOR POLICY WAS NOT CANCELLED , THE MORTGAGE COMPANY PAID BOTH WHEN I ADVISED HER TO CALL HER MORTGAGE COMPANY AND HAVE THAT PAYMENT STOPPED, SHE DIDN'T, I FOLLOWED UP A WEEK ON THIS TO MAKE SURE THAT THE PAYMENT WAS NOT RECEIVED. SO I ASSUMED THAT THE POLICY WAS CANCELLEDCustomer response
08/26/2023
Complaint: 20426158
I am rejecting this response because:I was never informed to contact mortgage company. I was assured that it was taken care of. ****** notified mortgage company but failed to cancel original. It is the brokers responsibility to do this.
I have just changed insurance carriers again so I no have to give business to a broker who basically stole from me earning a commission on a policy she assured me would be cancelled. Interesting new broker did their job start to finish and I am required to do nothing. Exactly what I was promised bu Insired zone. Im confident a jury of my peers would see I am owed a reimbursement as well.
Sincerely,
*******************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.