Complaints

• Initial Complaint

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Attempted to cancel Policy #NEXTITP0616-02-GL Advised their chat representative ******* that I no longer have access to the email that account was established under, as the business is defunct. I tried calling customer service and automated message stated that can't cancel over phone. It did state that they would send a 1x code to log into my account, but no code received. I tried using the phone number that the account was established under to log in, but received an "error" response that the phone number was unrecognized- yet, somehow, I had received a text prior to my attempt to contact- advising me that the policy was going to auto renew in June??They make it impossible to communicate with them and have no physical address available to send my cancelation request in writing, as in one that would require a signature upon receipt. I'm trying to cancel the policy, but have no means to log in and do so, and don't trust that the letter, now, sent to POBox will draw the desired results. I have had the policy 2 years+ now, and this is one of the 1st pieces of correspondence that I've received since establishing the policy.

  

  Business response

  04/26/2023

  Hi *******, 

  
  

  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Upon further review of your account, we were able to locate your cancellation request on 04/25/2023. There appears to have been miscommunication in verifying your account and we apologize for the confusion. We were able to honor your request for cancellation and backdate the cancellation date to reflect 04/25/2023. For your convenience, we have emailed the cancellation documents to the email address associated with your account. You will receive a pro-rated refund amount to the card associated with your account. We ask that you please check your email for further details regarding your refund and cancellation. For further questions or concerns, please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been happy consumer of next handyman insurance for 5 yrs without any late payments or insurance claims then one day going thru my emails I see a next policy change I went from 63 dollars a month to ****** and for past 3 months have been stealing that amount from me.you call it whatever you want but I call there deceptive backhanded anti bussiness strategy intolerable .I suggest anyone get off of next before your next

  

  Business response

  04/10/2023

  Hi ***, 

  
  

  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. We reassess every policy at renewal in order to make sure we are accurately pricing the coverage we provide. A wide variety of factors can affect your premium, and each factor we consider helps ********* the coverage we provide for your business. Taking more factors into account has allowed us to provide premiums that are more tailored to each and every one of the unique businesses we cover. In addition, you were notified of the upcoming renewal and price change on 02/28/2023. As of this time you no longer hold an active policy with us. Were sorry if you were not 100% satisfied with us, and wed love to make it right if we have failed to deliver on our promise of excellent service. Please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

  Customer response

  04/10/2023

   
  Complaint: 19915624
  
  I am rejecting this response because:first off 1 email that went to my spam folder is not a satisfactory  way of informing someone that you have access to there bank acct  and you decide to raise the rate 300% for no reason that your staff could tell me of my whole conversation with your staff im positive was recorded.theres no need to go back and fourth. I'ts shady as h*** bussiness practices like this that i pray causes companys not being upfront and acct to c*** like ive been treated .no response needed ive had enough of my time wasted .Hopefully someone even 1 reads this and goes elsewere for there insurance needs .thanks bbb

  85
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am in the process of redoing my kitchen floor, cabinets and walls as well as a new quartz countertop for the island. ****, the gentleman who is doing the floor tile, inadvertently scratched the refrigerator when removing tile through the kitchen door. We now have hideous scratches on the side of a pristine looking refrigerator. **** said not to worry as he is insured while working in someone's home. Next Insurance has now contacted me and I have one word to describe the company, which is ... abysmal. The woman who rang me up at first told me that since the refrigerator still worked, Next Insurance would not honor this claim. Then she told me that refrigerators only last 7 years and since this model (Kenmore Elite) is no longer made and, the refrigerator still works, at best I would be offered $250. I do not know anyone who replaces their refrigerator every 7 years ... do you? I asked if it was a car that was dented ... but still ran ... would that claim be denied as well? So, I am supposed to be content with a scratched-up refrigerator, after spending thousands to redo the kitchen. And, **** is supposed to be content with an insurer he has had for many years and now, for the first time, puts in a legitimate claim and it is refused? I had no intention of replacing this fridge. It is in pristine condition as only one adult has ever used it. Cost to replace it (French door, external water/ice) is $2,500. It is black, so trying to buff out these scratches is not an option. I have an extended warranty on all of my appliances which would cover for a full replacement should they become inoperable but it does not cover for physical damage. Again, an abysmal company with questionable ethics at best and a scam-type mentality at worst plus a "cagey" claims adjuster. Next should provide insurance to in-home workers that covers damage caused by those workers. FULL STOP!

  

  Business response

  03/27/2023

  Hi ********, 

  
  

  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. Were sorry if you were not 100% satisfied with us, and wed love to make it right if we have failed to deliver on our promise of excellent service. Unfortunately, we are unable to locate you in our system by the contact information you provided, but if you reach out to us at ********************************** or at ************ with the claim number, we'd be happy to answer any questions you may have! Our hours of operation are Monday - Friday, 8AM - 5PM CST. You may also reach out to your claim's advocate for further information if you'd like. We look forward to hearing from you!
  
  
  Sincerely,
  The NEXT Team

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There are two issues at play here:1. When you get a qoute and review your policy information through their website, you sign up for and pay for the policy before ever getting a chance to review the full details and fine print on the policy. They use vague words like "tools and equipment", even offering coverage to "trailers" not mentioning they are trying to narrowly define that to a "construction trailer" that they also do not define. I will upload screenshots showing their full signup process and how they take your money before even showing you the details.2. Tornado:A tornado hit my company trailer that was stationed at a job site. But of course, NEXT does not want to cover it, even though while they try to point to a section of the policy, they fail to be able to quote it directly without adding in their own verbiage so to change the definition of the policy to better suit them.Policy: Agent: "The trailer does not need to be "licensed" as some states do not require smaller trailers to be licensed. The policy does not provide coverage to vehicles or trailers that are used on public roads (Licensed or not licensed). Your trailer is used on public roads, therefore your policy does not provide coverage for the trailer."My Response for more context: "...I am asking you to show me in the policy where my trailer is not covered, without adding in your own verbiage. You can not tell me "this is what the policy says" when I am looking at it and your words: "The trailer does not need to be "licensed" as some states do not require smaller trailers to be licensed. The policy does not provide coverage to vehicles or trailers that are used on public roads (Licensed or not licensed)." is NOT what the policy says. It may be convenient for you to read it that way, but it is NOT what the policy states. If it " does not need to be "licensed"" as you say, then why does the policy SPECIFICALLY say "licensed for use on public roads. Except: (1) Unlicensed vehicles..".."

  

  Business response

  03/14/2023

  Hi ******, 

  
  

  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. At this time, you only hold a General Liability policy and a Tools & ********* *************** policy, not a Commercial Auto policy. Unfortunately, due to legal reasons, we cannot publicly discuss or release any further information regarding your claim. For further questions or concerns regarding your claim, please reach out to your claim's advocate, *******, at ************************************ or at ****************. If you have any other questions, please feel free to reach out to us at *********************************** We're happy to help!
  
  Sincerely, 

  The NEXT Team 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Next insurance happily took my money for over a year with no issues. I had never filed a claim, never paid my premium late nor ever even bothered to call upon them for anything whatsoever. I am one day informed that due to business dealings that we are uncomfortable with we are issuing nonrenewal to your serviceNow Im all for their right to refuse service. HOWEVER, when I called to request information as to what service I provide that makes them uncomfortable I am told that they cannot disclose such reasons and that once the decision is made it is no longer debatable. I know what youre thinking well what kind of company is it?Construction. A small construction business that did literally less than $50k in annual revenue was denied service with absolutely no justification or explanation. I am infuriated at the lack of care taken and lack of general information given. I just want an explanation.

  

  Business response

  02/27/2023

  Hi *******, 

  
  

  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Upon review of your account, we found that your account could not be renewed due to the business name containing the word "freight." We do not offer any type of coverage for activities involving freights therefor, we cannot offer a renewal for your policy. We understand that we are no longer the best fit for your business and we apologize for any inconvenience this may have caused. However, we are pleased to inform you that your policy will continue until the agreed upon end date of 04/01/2023. For further questions, comments, or concerns, please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor reprsented himself, in written contract, as capable of work performed and as having commercial liability insurance. Work involved roofing and flashing. Work was inspected and found to be inferior to the extent it caused damage to interior of historic home. We now have roofs that are worthless and resulting damages. Contractor insurance carrier has refused to remedy the damages and denied any and all claims in full.Insurance Carrier: Next Insurance Contractor: ***********************

  

  Business response

  02/27/2023

  Hi *****, 
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Upon further review of your account, we are pleased to inform you that as of this time your claim has neither been approved or denied. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. We appreciate your patience as our team works quickly to resolve your claim. If you have any questions regarding your claim, please reach out to your claim's advocate, ******, at **********************************************. Please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

  Customer response

  03/06/2023

   
  Complaint: 19445623
  
  I am rejecting this response because:it does not address BOTH claims:

  * *******************, A and M Painting

  * ***********************, improper roofing, known improper, left it, leaked, damaged interior of historic home. Next denied paying for either having to have the roof redone or for the damages caused by **************. I will NOT pay for his negligence which is attested to by inspectors and multiple licensed roofers. I don't like court, don't want court, but someone other than me will pay. Count on it.
  
  Sincerely,
  
  *************************

  

  Business response

  03/08/2023

  Hi *****, 
  
  Unfortunately, we cannot publicly discuss any information regarding your claims as our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. We appreciate your patience as our team works quickly to resolve your claims. If you have any questions regarding your claims, please reach out to your claim's advocate, ******, at **********************************************. Please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  The NEXT Team 
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of my subcontractors uses Next Insurance and they performed some faulty work which resulted in some shop and garage trusses to fall over in a wind. They weren't braced properly. This same sub just disappeared off the job and left me with a lot of clean up and fixing of their original work.I called Next Insurance to cover their insured on this issue and they denied my claim. Totally irresponsible for an insurance company. I am now letting all my subcontractors know that we will not accept Next Insurance as their insurance companies....I am also letting my contractor friends here in town to also not allow Next Insurance to be accepted in their companies as they don't take care of business. DON'T USE OR ALLOW THIS COMPANY TO SUPPLY INSURANCE TO YOUR SUBCONTRACTORS!

  

  Business response

  02/24/2023

  Hi ****, 
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. Upon further review of your claim, your claim advocate explained the exclusions within the insured's policy. Unfortunately, we cannot publicly disclose further information regarding your claim. However, if you have any questions regarding your claim, please reach out to your claim's advocate, ******, at **********************************************. For any further questions or concerns, please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  NXTC-MOGL-HKTTRJ My principal complaint is based on repeated dishonesty and unprofessionalism I have experienced working with *******************, claim advocate and adjuster, *******************; I requested a member of leadership contact me to share the misrepresentations of these two and to move forward with resolving my claim, but ********************* ignored my request to speak with him, and just referred **** back to me. I filed a claim against Nexts insured, *********************** with ********** Remodel. Nexts adjuster **** determined over $29,000 worth of damage occurred, but he has missed some items and miscategorized others. While assessing the damages, he was overwhelmed and struggled with capturing the extent of damage their insured did to my home. On or about 11.07.2022, I left **** in a room alone, and he removed a flooring plank but stated it detached on its own, which was not true and his dishonestly was disturbing. After reviewing the proof I had, I questioned him about his claim of the floor spontaneously coming apart, but he ignored me. On Fri. 01.20.23 ******************* became frustrated with my dispute of her determination to place over $20,000 of the damages within the portion of insureds coverage limit of $10,000, and my dispute of their offer of $4,*** to replace my cabinets that minimally cost over 4 times as much. **** audibly exhibited all the signs of frustration, then hung up on me as I was speaking, mid-sentence. When I reported this crass unprofessionalism, she lied and stated she thought I hung up on her which if true, she would have followed-up via email or text as she normally does when we miss each other and no one hangs up on another mid-sentence. **** has since called me stating I did not tell him the fridge was broken, which is another lie and he used a tone of accusation against me to deflect from his short-comings, and **** has since called and reduced the amount of the offer she previously had increased. I have suffered enough& request contact from a supervisor.

  

  Business response

  02/16/2023

  Hi ******, 
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter further for you. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. Due to legal reasons, we cannot publicly share any information regarding your claim. However, we are dedicated to our promise of providing phenomenal service and have contacted the claims manager to arrange a time to speak with you. We ask that you please answer our phone call and/or respond to our emails to resolve this issue. Alternatively, ********************* can also be contacted at ************** or at ******************************************. For any other questions, comments, or concerns, please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

  Customer response

  02/27/2023

   
  Complaint: 19400500
  
  I am rejecting this response because:

  - I have not been able to speak with the claim advocate, ******************* supervisor, yet 

  - My complaint of unprofessionalism and dishonesty demonstrated by claim advocate ******************* and adjuster, ******************* has not been acknowledged as unacceptable nor addressed.

  I missed a call from ********************* on 02.16.2023 and so far, have been unsuccessful in reaching him via phone and text. He left a detailed voicemail, which was polite and professional, but he focused on reiterating the coverage limit portion that will not pay for the assessed damages to my home, which is an issue but is not the basis of why I filed this complaint. The coverage limits are a standard and expected component of insurance, but unprofessionalism and dishonesty is unnecessary, unacceptable, and counterproductive to a willfully amicable resolution. ******************* and adjuster ******************* has lost my trust and exacerbated an already stressful situation in which myself and my home has suffered due to the actions of Nexts insured. ***** message to me did not address the unprofessionalism and dishonesty of his staff, nor the issue with my cabinet replacement offer being a fraction of what replacement actually costs. 
  I am requesting a call back from **** to professionally and fairly discuss the aforementioned in efforts to resolve this matter. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/06/2023

  Hi ******, 
  
  We have notified the advocate's manager and you will be receiving further communication regarding your claim. We ask that you please answer our phone call so we may further resolve this matter. Unfortunately, we cannot publicly discuss any information regarding your claim. Please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 

  The NEXT Team 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed uup for a business insurance policy with Next Insurance stating what type of business I have. I have a party rental business (bounce house, tents, tables, etc.). Next insurance issued the policy and continued to deduct monthly premiums while knowing they would not cover any claim due to business type. All I am asking for is a refund of the premiums I have paid

  

  Business response

  01/30/2023

  Hi *****,
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Upon further review of your account, we did not find any previous indication of bounce houses or that your policy was purchased with one of our agents. Unfortunately, we cannot refund the full policy as coverage was offered for certain business activities. However, the policy has successfully been canceled and a pro-rated refund will be issued to the card associated with your account. For your convenience, we have resent the email containing details to your refund. For further questions or concerns, please feel free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!
  
  Sincerely,
  The NEXT Team

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed a claim against a technician's liability insurance with Next Insurance. Next denies the claim stating that incomplete work is not covered. I disagreed with the decision and spoke to *********************** (the adjuster) and explained that the technician committed fraud by representing himself as licensed, damaged my property that was not apart of the scope for the job he was hired for, and to date we are still without heat. **** stood by his decision and refused to allow me to talk to a supervisor. I also was denied any standard lingo that should be written to all contracts regarding incomplete work (I don't need to see the technician's contract, just the standard legal language used stating this).

  

  Business response

  01/30/2023

  Hi ******,
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Upon further investigation with the contact information provided, we were able to locate the claim in reference. Our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. However, due to legal reasons, we cannot discuss your claim publicly. We acknowledge your request to speak with another adjuster and have contacted the claims team to have a different member reach out to you to discuss your claim. For further concerns, we ask that you please contact *********************** at ****************. For anything else, please free to send us an email at ********************************** or give us a call at ************. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!
  
  Sincerely,
  The NEXT Team

*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. ↩