Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with the lack of communication I have experienced with your company over the past couple of months.Despite my numerous attempts to reach out via both email and phone, I have not received any responses or assistance regarding my inquiries. This ongoing lack of communication has left me feeling frustrated and undervalued as a customer.I had hoped for a more responsive service, especially during times when clarity and support are essential. I would appreciate a prompt response to this complaint and guidance on how to proceed with my issues.

  Business response

  21/10/2024

  Hello, 

  We have connected with the customer and have been able to respond and assist with their inquiries.

  At this time, there is no further action required for this complaint.

   

  Thank you, 

  EasyInsure Team
  

• Initial Complaint

  25/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a loyal customer with Easy Insure since 2019 and have always appreciated the services provided. However, my recent experience in attempting to cancel my policy has been very disappointing. Despite multiple attempts to contact the company over the past two weeks via email and phone calls, I have received no response until now.On March 25th, I finally received a response from a broker who instructed me to request an insurance cancellation form from an email address that I had already reached out to without any success. This lack of communication and delay in providing essential information for cancellation is unacceptable, especially considering that my renewal date is approaching rapidly.It appears that there may be a deliberate effort to delay the cancellation process, possibly leading to an automatic renewal of my policy without my consent. This situation is not only frustrating but also raises serious concerns about the customer service standards and transparency of the company.Furthermore, I was charged again for the new insurance policy that hasnt yet renewed after attempting to contact the brokerage.

  Business response

  02/04/2024

  Good evening,

  Thank you for allowing us the opportunity to review this complaint. We have attempted to reach out to ******* on several occasions with no reply - she has been provided the direct contact information for the assigned Team Lead. Today we summarized the action taken in a final email to her. It outlines that she will be receiving a refund directly from the insurance company within 10 days of her April 11, 2024 renewal date as that is their billing process. We have advocated for them to rush the refund to her as the funds cleared and are waiting a response. We will follow up with her if the situation changes and we were successful. Her complaint has been addressed and her resolution accomplished - she can expect the refund of $ 234.51. 

  We also apologized and reinforced what our expected reply times are. The broker involved is no longer with our company however we did take the opportunity to huddle with our teams as a reminder of the reply expectation so that we can avoid future incidents. 

  Please let me know if you require additional information. 

  My contact email is ********************************************************

  Thank you,

  **************;

   

   

   

   

  Customer response

  03/04/2024

   
  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

  23/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are not picking up the call from 3 days and not even calling me back

  Business response

  04/03/2024

  Good evening,

  This client has been contacted and we have confirmed that they are satisfied with the solution. On a go forward an expectation has been set as to next steps and a broker has been assigned to handle the current and any future requests. The client has been provided with contact information which will avoid the lack of contact to be repeated. The team has also been coached on the importance of returning and acknowledging client communication within a timely manner. 

  Thank you,

   

  ********************************;

   

  Business response

  04/03/2024

  Hi there,

  We have notes on our file that confirm contact was attempted with this client however the client  disconnected the call. A voicemail was also left providing the information that they were looking for. 

  Upon review it was determined that we needed to be better in our communication and follow up so coaching opportunities were provided and documented for the involved brokers. 

  If you have any further questions or concerns please let me know.

  Thank you,

  **************;

   

   

   

   

   

*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. ↩