Life Insurance
Industrial Alliance Pacific Insurance and Financial Services Inc.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
28/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
we have a 2017 jeep wrangler that needs cylinder head replacement. We took it to the Jeep dealer to be diagnosed and was given a $4700 estimate for repair a $600 cost out of pocket . At this point we did not realize we had an extended warranty through IA pacific general. We called the dealer and they told us we had a warranty that should cover the repair. So the dealer started the process of making a claim. Then the warranty company said they wanted more pictures of the cause of failure. So we took it back in and spent another $431 for further diagnostics, out of pocket. At which point the warranty company denied the claim, due to "carbon buildup" the mechanic at the dealer explained the carbon build up was completely normal and not the cause of failure. So I emailed the warranty company and they re opened my claim based on this. Now the warranty company is wanting us to bring the jeep back in for more diagnostics, which we have to pay out of pocket, Another $1700 dollars, according to the dealer it seems to me this warranty is not worth the paper its written on and literally a scam. it seems the game is keep sending me back to the dealer to pay out of pocket until it doesn't make sense for me to continue with the claim. now IA pacific is not telling me they do not believe me that i have put this money out of pocket. well i have the receipts to prove itBusiness response
28/02/2024
Hi,
In order to review your complaint, can you please provide more details at your Contract number, VIN # and phone number.
Once we have this information , we will review your complaint and reply with the outcome of the review
thank you in advance
Initial Complaint
15/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I took a hospital insurance policy in 2021 when I was applying for my mom's visa. I was advised by the insurance agent from ***** ********** under INDUSTRIAL ALLIANCE INSUARANCE that if my visiting mom does not claim the insurance during her stay in Canada they will refund my money when she leaves Canada. After 1 year of payment, October 2023 I asked to stop payment as they had said 1 year contribution is good to cover her stay in Canada. I asked for a refund but they demanded for her boarding pass which I submitted after she left on January 24th, 2024 Since submitting the boarding pass the company has been ******* **** *** **** ***** with me taking me back and forth with no answers. First they said they had paid me my money in October last year, which is a ***, I have not received any money from them, then they put me on hold for one hour on the phone. I received calls from different people from the company asking me questions that they have answers to, information they already had when I applied for the policy but no one wants to commit to refunding my money. One guy his name is John I**** called me and asked how much I wanted back, I said the amount due as per the company policy, he went a head to tell me even car insurance don't give the full amount due. He even ********** me that they would have my mom's visa revoked if I kept pushing for the refund. No one calls and talks respectfully from the company the reviews on their website tells it all. I just want my money back, I wish they never promised that in the beginning, I wouldn't have followed up but they must keep their word and stop taking advantage of their clients. I want no one else to suffer as I have and I want my money back.Business response
21/02/2024
Ms. ***** will be contacted directly to discuss about her experience.Business response
22/02/2024
A call is scheduled today with Ms. ****** Please send future emails at ************************ It does not concern ********* ******** ******** ****** <********************>.
Thank you.
Customer response
25/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******************Initial Complaint
02/01/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I purchased a ***** ******* *** (VIN. ****************) on July 30,2023 at ********* ***** in Edmonton-AB, and the ********* **** Policy # ************. - Looking back, the Insurance was sold in an unfair and ********* way, since the disclosures and copy of policy were not provided before the sale and signature of contract, just a verbal short explanation. On December 11, 2023, the engine light came on and off and the car started shaking vigorously. I had it towed to ****** ***** dealership in town. Because of the poor customer service, I decided to move the vehicle to a certified mechanical shop in town, after paying $230.00 for diagnostics. The issue with the coverage by the Insurance Company continues, as we were informed that the vehicle have a need to replace the whole engine, and they are only allowing for a used engine, and not honoring the contractual deductible of $300.00, forcing us to possibly have to come up with a way higher amount. Regarding their Policy Terms and Conditions, **** *-Limits of Liability, the actual cash value for the unit is according to the ******** ***** **** wholesale value at the time of the said repair visit. I was able to get a quote from the ******** ***** **** as of December 28,2023. The vehicle have 80,400 KM, which brings the price as the retail low of $10,675, retail high of $18,525, and maximum loan value of $12,975. The Insurance said they are paying now (after complaint) $11,388.00 for the repair, leaving us with $1,789.24 out of pocket. The best course of action to settle this dispute will be for the Insurance company to use the market value of the vehicle in question as the one Financial Institutions would use for lending, as per December 28, 2023 to be at least $12,975, leaving me with a liability for the bill of $202.24, that being below the contractual deductible, will keep their contractual obligation for the complete replacement and repair of the insured vehicle to the contractual deductible of $300.00.Initial Complaint
12/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
June 2022 our car died ailhile driving to work (only having it for 1 year 10 months). We found out that a non serviceable seal on the turbo wore out witch then let to all the oil pouring out of the engine and fried it. After many tow bills later we finally got the car back to Kelowna bc where the shop has been in contact with the extended warranty company. We are not informed that they will not cover the 32,000 bill to replace the car as we did the regular maintenance our selfs( as instruction that we where able to when we purchased the car) So I am not stuck paying for a car that doesn’t run and can’t afford to fix as the ** financial group is refusing. Even though the little bit of oil that’s left in the vehicle is clean ( shows it’s not old oil. The engine wouldn’t have died if the turbo hadn’t failed. This car is my husbands means of transportation for workCustomer response
12/09/2022
Name on title is either myself ****** *********** or my husband **** *******.Initial Complaint
08/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We bought an extended warranty with a new travel trailer in New Brunswick on June 3, 2021. Policy number ************. We are trying to use this warranty because the heather in the trailer stopped working. We wrote emails, and called but nobody gets back to us. We visited the dealership close to the campground and they gave us the number of a repair person. We need to have a service call done to the campground since the trailer can't be move. We called on August 30 and were transferred to a voicemail. we left a voice mail, but no one called back. We sent en email on August 31 to be certain since it's getting cooler at night, but no reply. Today, September 7 we called again and we were told a Supervisor would call us back, but again, no call! That warranty was over $3400 and was the superior option. Today we had to go out and buy a ceramic heather at ******** ****. If I can't use this warranty I want a refund and if not I want to call the repair person, get the heather fixed and not have to pay for this.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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