Complaints

• Initial Complaint

  16/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently contacted an insurance company and they gave me a quote after telling me they fully looked into my history and got me to sign a contract and everything was a go! After a day or 2 of signing the contract they called me back saying they made a huge mistake and didn't see some information and that my rate was going up! I told her that wasn't fair and that I shouldn't have the rate they quoted and agreed to or I wouldn't have left my old insurance as the new insurance is alot more expensive now! They won't let me cancel it and it hasn't even been a full month and told me if I want to cancel my insurance I will have to pay this month and a huge penalty! The same day I asked why I havnt got any actual insurance papers or a date when my payments come out she said they havnt started the policy and I'm on a temporary one! The temporary one expired and I drove around with expired temp insurance without knowing! ** ** **** ***** **** * **** ** *** **** *** **** ***** **** ****** ** if I dodnt catch the insurance being expired I would have got a fine and my insurance would have increased again! She said herself it hasn't gone threw yet so I don't know why I can't cancel it

  Business response

  23/11/2023

  Hello,

  On November 15, 2023, the Manager of our Billyard Insurance Group Milton Branch engaged in a productive conversation with our client and presented a resolution to address the issue at hand. 
   
  In response to the insured party's decision to secure insurance coverage elsewhere starting November 13, 2023, our office received approval from the insurance company to cancel the policy on a pro-rata basis.  This approach will ensure that the client maintains continuous insurance coverage, and that there are no cancellation penalties incurred.  The client will pay premium only for the coverage in place from the inception date of September 23, 2023, to the requested cancellation date of November 13, 2023. 
   
  The proposed resolution was agreed upon by ***** ******.  ***** has signed the cancellation request, and we have processed the cancellation with the insurance company effective November 13, 2023 at 12:01 a.m. 
   
  On November 20, 2023, we conducted a follow-up with the client to ensure that all their concerns had been effectively addressed. We are pleased to report that the client confirmed the successful resolution of their concerns.
  

  Sincerely,

  Billyard Insurance Group Head Office

  Customer response

  23/11/2023

  
  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,
  
  ***** ******

  Customer response

  15/03/2024

  In December I sent a complaint about an insurance company *** *** **** ***** ****** ** **** ** *** ** **** ****** You guys contacted them and they said everything was ok and I didn't owe them anything! Now I got a letter in the mail from a collecting agency saying I owe them money

  Business response

  25/03/2024

  Tell us why here...

  As indicated in our previous response on November 15, 2023, the Manager of our Billyard Insurance Group Milton Branch held a constructive dialogue with our client, offering a resolution to address the prevailing issue back in November 2023.
  
  In response to the insured’s request to seek insurance coverage elsewhere effective November 13, 2023, our office obtained approval from the insurance company to cancel the policy on a pro-rata basis. This approach was implemented to ensure uninterrupted insurance coverage for the client, thereby avoiding any cancellation penalties. The client agreed to remit premiums solely for the coverage from the inception date of September 23, 2023, until the requested cancellation date of November 13, 2023.
  
  ***** ****** signed the required cancellation request form which was submitted to successfully process the cancellation with the insurance company, effective November 13, 2023, at 12:01 a.m.
  
  It has come to our attention that the premium for the time on risk had not been settled, resulting in the matter being forwarded to Collections and further escalation. Billyard Insurance Group’s Head Office has contacted ***** ****** to provide clarification, and he has confirmed his understanding of the outstanding balance. We are pleased to confirm the client has committed to making the payment on March 29, 2024. This email correspondence transpired on March 12, 2024.  We will also follow-up with ***** ****** after March 29, 2024 to ensure the balance has been paid and there remains no outstanding concerns.
  
  Sincerely,
  
  Billyard Insurance Group Head Office

  Customer response

  29/03/2024

  I should only have to pay the original quote that I signed! They basically tricked me into a more expensive rate! The original price always 120 not 190 

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