Complaints

• Initial Complaint

  12/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dec 13, 2024, I was in a hit and run MVC. Around 9:40pm on the same day, I contacted this business (insurance) and opened a claim. Dec 14 2024, I filed a collision report with the police and went to the local hospital where I was diagnosed with a concussion. Dec 16, 2024, the insurance adjuster reached out to me and informed me of what will be the next steps. During this conversation, I inquired about the deductible and how that would work. They also made note that I was 0% at fault for the collision. I was under the impression that I had to pay the deductible only if my car was fixable. In the insurance policy, I was covered for not-at-fault accident protection, which has a $0 deductible. Since then, through email correspondence and phone calls, both my father and I were told that the deductible applies, despite the not-at-fault accident protection.

  Business response

  16/01/2025

  On January 15, 2025, the Unit Claims Manager (UCM) contacted the insured and explained the coverages as well as why a deductible is applicable for a hit and run situation. However, as third-party information was located, Belair was able to proceed under Direct Compensation Property Damage coverage, therefore there was no deductible applicable.
  

  Customer response

  16/01/2025

  
  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

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was rear ended on the rear right while travelling on the 401 highway. As part of damages, my rear wheel aligmnment has been impacted and not adjustable unless repairs are done to vehicle. Insurance keeps telling me according to the appraiser that suspension damage is not covered and this is considered a minor accident. Took my vehicle to ****** and they stated repairs to vehicle would b required to correct alignment. Vehicle was taken back to body shop and shop manager requested appraiser grant permission to proceed to investigate. Appraiser denying request and Bel Air is refusing to give a manager's name or contact. Constantly getting the run around whenever I called and was told that manager has to review file with no time frame given. Appraiser is making judgment based on photos and keeps saying suspension parts not covered. In which world does mechanical damage not covered? This is absolutely ridiculous. I just need to know who is going to fix my vehicle. This is the worst insurance to deal with and in my 20 yrs of being insured by various companies. Ironic part is that I was not even at fault.

  Business response

  16/01/2025

  On January 15, 2025, the adjuster contacted the insured to address their concerns and offered to have the vehicle reinspected at a repair shop. The insured agreed to go back, and Belair will follow-up with the result. The Unit Claims Manager (UCM) also reached out to the insured to advise that the suspension issues will be reviewed, and they will be contacted with the result. The UCM also apologized for their experience.

  Customer response

  23/01/2025

  
  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

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  An unauthorized withdrawal of money came out of my Business Chequings account Oct 31 from Belair insurance. Today I spoke to a representative on the phone that said the money was withdrawn due a residential insurance charge for person not part of my business. Their advice was to get the individual to cancel that insurance (someone I do not know) as they are authorized to use my account since they have my info….i did not give them my info nor give permission to withdraw funds, and they still refuse to return the money or stop withdrawal from my account!

  Business response

  20/11/2024

  
  All concerns were reviewed with our insured. No further deductions will be taken from the account and the unauthorized premium deducted on October 31, 2024, has been refunded. 

  Customer response

  20/11/2024

  
  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

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Claim filed on Feb 27th, 2024 as I was rear ended and needed assistance - 1st call was fine with first agent, but not incredibly helpful or empathetic - called to get clarification about a rental and 2nd call agent was **** to me and basically said 'too bad, you don't get a rental even if you feel unsafe in your car' - I was reluctant to drive my car, but had no choice as they deemed my car safe - Mar 4th I'm out for a work meeting in Mississauga and my car breaks down and needs a tow - Now deemed unsafe to drive, but even though it was only 5pm when I called they said no tow truck drivers would be able to pick up my car until the next day at an unknown time - I had to take the keys with me and was told I needed to get them the keys the next day somehow - Any other company like CAA or even VW would gladly send someone over immediately ,but if I don't use the insurance service they may deem that my issue was caused because I didn't use them - This means I had to take half a day off work the next day - Getting rental is finally an option, but Enterprise is not open past 6pm - The next day after I know the car is getting towed, I know I need to get them the keys so I take a cab to Enterprise - Their reservation system says they only have a blank form for me and don't have a car saved for me - I need to take ANOTHER cab to a different location, but at least the person at the first Enterprise was nice enough to contact the other location and secure me a car - After all of this I've been trying to address that the **** agents, towing process, and rental process have all been terrible - I've told at least 6 agents, who have said a manager would get back to me - after 6 weeks nothing still - I connected with client services and they sent me an email stating other issues about parts were my concern... not even addressing anything else I've spoke about - I've left 2 voicemails and sent 3 emails now to follow up about this over the last 2 weeks and have had NO RESPONSE

  Business response

  18/04/2024

  A claims manager reached out to our insured via email on April 12 and April 17 to discuss his concerns. We recognized some areas of improvement from a customer service perspective and found that we could have communicated clearly that a rental can only be given if the vehicle is non-drivable. We do acknowledge that the insured could not have known, and may have felt unsafe to drive his vehicle, and as a concession, the rental was covered, and **** receipts were reimbursed.  In regards, to the towing, it was explained that we do not have control over the timelines regarding vehicle pick up as we are relying on the availability at the time. The Manager further explained we would need a diagnostic report form the dealership stating how the gasket cover leak is related to the accident for our appraisers to review. The insured is looking for further compensation which we can not provide. The Manager is currently awaiting insured’s reply and will review if further action is needed.

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although I understand that this is the normal process for you, the fact that many of these concerns are common practice is disappointing.  When any business offers poor service or has potentially wronged a customer, there is at least an offer of some kind for empathy at least.  I've just been told I am wrong at every turn and only ONE person that I've spoken with of the 7+ people I've spoken with had any kind of compassion.  When people get into an accident or feel unsafe, your team makes them feel like it's their fault and that we're hard to do business with.  Should it not be convenient to have some help from the company that we are PAYING to help?
  

  If you want to quote times that you tried to reach out to me I can also let you know how many times I've tried to get a hold of someone to address my concerns.  Mark finally initially addressed my concerns on Mar 22nd, but I had called with concerns on the 12th, 20th,  and 21st.  Each and every time I called in I was told a supervisor would contact me.  No one did.  This is why I contacted the other customer complaints number and finally was connected with Mark.  Mark then did the same as you and said that everything followed procedure, but did not even address the main things I was upset about.  

  I sent him a reply on Mar 25th as I know he wouldn't have seen anything on the weekend.  Then I followed up on April 1st and April 9th via email and voicemail without response and I finally got back something on the 10th.  So again from my first complaint it took 10 days to even have anyone address my concerns. Then when I replied to Mark saying that he wasn't addressing my actual concerns that I had addressed with EVERY OTHER AGENT I spoke with, it took and additional 16 days to get another reply back.  To even make the situation worse, when he acknowledged the drivability of my car, I was sent the fully repaired photo stating that it was the damaged photo and was told 'the damage was minimal'.  It's a bit insulting that you think I would put in a claim for a vehicle with no damage, so at least use the correct picture.

  I get it that to your 'standard' you feel that you've been correctly handling the situation, but from a consumer perspective it has been awful.  I haven't even had anyone call outside of my initial claims agent to apologize.  It's just corporate emails about 'Sorry, this is how we operate'.  I would like to think that we have insurance because you're here to help us when needed, but it seems like a fairly awful industry overall if this is how people are supposed to be treated.  At this point it's a bit too late, but you'd think that after almost 15 years of loyal business that a company would be willing to throw a small apology offer of even tiny a 1 month credit to just say 'Hey it sucks, I know and I'm sorry, but that's the way everyone does it and it's out of our control' or make some kind of minimal effort to retain a client.  Unfortunately I doubt anything will come of this still, but I can at least have this posted now to say that I don't believe my concerns were addressed and I'll never be recommending Intact to anyone I know ever again.

  Sincerely,
  
  ***** *****

  Business response

  16/05/2024

  The Unit Claims Manager spoke to the insured today, May 16, and discussed his outstanding concerns. Though the insured confirmed that there were no issues on the repairs, he brought up the situation on how Belair could not pick up the vehicle from the accident scene. He felt the company lacked empathy and stood behind the policy coverage rather that helping him out.
  
  The UCM apologized and explained that Belair is always looking for ways to improve customer experience and will be using the insured’s feedback to do better moving forward. Insured understood and had no further concerns.
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unfortunately, my most recent claim ********** is not going very smoothly. I feel like it is being mishandled, with me getting the runaround. Belairdirect is also attempting to backpedal on their initial repair estimate, to try to lower the payout (*** ***********). On Dec. 18, 2023, I saw damage on my front bumper (hit-and-run). I promptly filed a police report and opened a claim. The adjuster, ********* *****, said that, due to age and mileage, my car is a possible total loss. I protested, insisting it be repaired (citing excellent condition for age). She then said they will book an appraiser to come out to my chosen body shop, and I’d hear back in a few days. She asked for several photos of the car and damage; I obliged. On Jan. 4, 2024, I called her, having to re-explain re: fixing the car instead of writing it off, feeling like I was going in circles. She said I’d hear back in 7-12 more BD once they book an appraiser. The next day, I went to my body shop to start an estimate from their end. They took photos just like those I sent the adjuster; I found this odd. On Jan. 11, an email came from Belairdirect saying my car is repairable, with the estimated cost being $1,410.10. I called and was told I’d get a check for that amount minus the deductible (so $910.10) to endorse and hand to the body shop; it came a few days later. On Jan. 19, however, I got another email like the Jan. 11 one, but with an estimate of only $1,202.66. I called but got no clear answer why. Per the agent’s advice, I emailed my adjuster. I called her the next day; she said she’d check with the appraisal team and get back to me. On Jan. 24, I called her again. She said they made a mistake on the first estimate; the new amount is the final one. I said this was unacceptable (as it wasn’t my error), and that I’d open a formal complaint. After putting me on hold, she said she escalated it to her manager and would get back to me on Friday Jan. 26; as of Wednesday noon, she has not.

  Business response

  07/02/2024

  
  We were able to contact the customer and have reached an understanding. Their complaint has now been resolved.

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Someone called me Friday evening to say that the original estimate ($1,410.10) is valid and would be honored; however, when logging in and looking at my claim online in the interim, up to and including this morning, the estimate still shows as $1,202.66 (*** ******** **********). I also requested a different adjuster. Belairdirect has failed to rectify the issue. 

  I request that Belairdirect honor its verbal commitment and adjust my repair estimate, and I would like an email confirming this from them. 

  Please note that, failing this avenue, I will have no choice but to use the formal complaint route.
  
  Sincerely,
  
  ******* ******* ***********

  Business response

  23/02/2024

  
  It’s unclear why the incorrect estimate amount is showing on the app and we apologize for any confusion. Please note that it has been confirmed that the correct estimate amount is $1410.10 and a Unit Claims Manager will reach out to the customer to advise of this in writing as per their request.

  Customer response

  27/02/2024

  Re: BBB Complaint ID ********

  Good evening,

  As mentioned in the latest response, an agent did reach out and explained / cleared it up. The insurance company will honour the original estimate. Consider this complaint resolved.

  Thanks for your help! 

  Best,

  ******* ******* ***********

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We changed insurance companies for a better offer in November 2023. Today, in December 2023, we received a letter saying our insurance was at risk of getting cancelled because we missed a payment and we have to pay the amount for the year in full in one shot. We called them to inquire what the issue was and they said the bank said it was invalid. Which is weird because we never had any issues with the account when we were with other companies. I said after we speak to the bank and get the issue resolved, can we go back to paying monthly? He said no, we have to pay the full amount in one shot. We said we found it unfair that they ask us to pay it one shot without any warning or anything and they said they sent an email and letter. We told him we didn’t receive any warning letter nor did we see an email from them in our emails. He said it’s not his fault it’s in the record that it was sent. We asked for verification of the account number and email and everything checked out. Everything was correct but we just didn’t get anything. ** *** ****** ** **** *** *** ********** **** ** **** *****. I asked if I can speak to a manager he said he was the manager and then started to become ****. So we said can we speak to an employee instead cause he was getting **** and he said yeah and then hung up the phone on me. We went to the bank to see what the issue was and the bank said that BelAirDirect is not set up with them. If BelAir wasn’t setup with them, shouldn’t they have said that in the first place? Pretty much the first day when they took the bank information and everything. I just called back looking for the manager and they told me that managers don’t pick up the phone to speak to customers. You have to make an appointment to speak to them. So it seems like somebody was posing as a manager and refusing to provide any help to us. The bank and BelAir not be setup doesn’t make sense cause one of our other policy is setup with the same bank and never had any issues. ********.

  Business response

  05/01/2024

  
  We were able to connect with the client and confirmed that we have reinstated his policy and we will maintain monthly payment for his next renewal.

  Customer response

  08/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory. We were given a deadline to make the payment and they decided to reach out after the deadline which left us no choice but to comply with them in order to keep our policy. We received an apology but not from the person that was suppose to apologize. This complaint can be closed though as it seems like nothing more can be done here. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A tree fell on my car. And then when they towed my car to collision place in Newmarket they left car out in rain with no windshield. Now there is body damage and water damage. Belair direct declined my claim because they said the car was my son’s. The car is mine and I pay the insurance. Son borrowed the car and tree fell on car when car was parked. Belair said I gave false info and I never said for sure who drove the car because I was so stressed out and later I remembered son borrowed the car. My son was trying to help me through all this because of my anxiety and stress. After almost 4 months Belair declined my claim. My son went to collision place and had car towed to a different place to have a windshield put in because the collision place wanted over $1,500.00 to replace windshield. The other place was about $450.00. I went to get the car and drove it home. I feel the insurance should be paying for the damage from the tree and the water damage in the car. Since I’ve been paying for car insurance all along. They have caused so much emotional distress over this I would like to have my car fixed and insurance cover expenses like they are suppose to. Thank you BBB for any help.

  Business response

  14/12/2023

  One of our claims managers was able to review the concerns brought forth by our client. We our maintaining our position to deny the claim based on misrepresentation by the insured. Should the client wish to escalate his concerns to the second level of our established complaint handling protocol, he can do so by calling us at 1-866-405-6763 or by email at *******************@************.com. To learn more about our complaint handling protocol, the client can also visit: https://**************************************************

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My car should be covered. It is my car and I pay for the insurance. The car is insured and should be covered for damages. 
  
  Sincerely,
  
  ***** ******

  Business response

  20/12/2023

  We have reviewed the client’s most recent rejection to our response. The client has the option to escalate his concerns to the second level of our established complaint handling protocol by calling us at 1-866-405-6763 or by email at *******************@************.com. To learn more about our complaint handling protocol, the client can also visit: https://**************************************************

  Customer response

  27/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Obviously BBB is not helping in any way. I will try to figure this out. Belair are just not very nice people and one of the worst insurance to have. So I am now told. After having years of insurance with them. No one was in the car when the tree fell on it. I have insurance. It should be covered.

  Frustrated and deeply peeved and upset with this company. 
  
  ***** ******

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My auto insurance policy was cancelled because belair said I missed a payment. They said they sent a registered letter to inform me of the situation and gave me time to pay or else they will cancel. The thing is I did not receive this letter. There are so many things that might have happened regarding why I did not receive this letter. It might have been placed in another mailbox or placed in the apartment next to us, I do not know. Come December, I receive this letter that it was cancelled and i have to pay the balance. I did pay the balance already, that's done. However, they cannot reinstate me back to my insurance due to the circumstances of not paying. My payments were auto deduct from my debit. I just wished someone called me or emailed me as well so that I would have known. Emails are more accurate than mails. It's not my fault I did not receive their mail, they should have called or emailed me. Now I have to find another insurance policy and it is so inconvenient. Now i have to pay more! I did not choose for this to happen, their communication system is just not working.

  Business response

  13/12/2023

  
  While we appreciate the client’s feedback pertaining to the notification issued in regards to the cancellation of the policy, we are legally bound to notify our clients of the cancellation of their policy by registered letter. Our investigation uncovered that the registered letter regarding the cancellation for non-payment was never delivered by ****** ****. Fortunately, we determined the cancellation should not have occurred as there was an issue with the withdrawal from the client’s account in the month of September. We are continuing to work with our client to remedy the situation. 

  Customer response

  13/12/2023

  
  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

  25/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 4, I called into cancel my policy effective the following day. During the cancellation process, I was told that $110 would be my cancellation fee and would be withdrawn later on in October. My payment comes out Oct 5, so I SPECIFICALLY asked the agent handling my cancellation whether this payment would still go through and she said no. The following day, the payment DID come out of my account, so I called, and they said because I cancelled the day before the payment had already been processed and they couldn't cancel it and I should expect a refund. I called several times since then as it STILL had not been processed, and yesterday the $110 cancellation fee came out. I keep being told different things (one person told me it takes 5-10 business days - which has passed, now they're telling me to wait longer because they are not sure if they owe me a refund which is NOT what I was told at the time of cancellation). Literally everyone there tells me something different and doesn't know what's going on. **** ******* ** * ***** 

  Business response

  31/10/2023

  
  We were able to contact the customer and have reached an understanding. Their complaint has now been resolved.

  Customer response

  01/11/2023

  
  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

  18/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a collision with a minor car damage with no liability. A claim has been opened on May 18th, 2023, and the claim number is **********. An estimation has been completed and the the amount is $5,000. I was calling and emailing the company since the date of the estimation asking to proceed with the repairs with no results or clarification about the delay reasons. After five months now, the rust on the hit spot starts to accumulate and that may cause additional damage to my vehicle and decrease its value. Thank you and best regards.

  Business response

  25/10/2023

  
  We were able to contact the customer and explain the misunderstanding. Their complaint has now been resolved.

*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. ↩