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Complaint Details
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Initial Complaint
11/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Earlier this year I purchased insurance for my business ********************. They advertised and still advertise that they cover theft and more. I went to make a claim and I was told they since 2023 they do not cover theft. I thought I was covered and now I am stuck with a huge financial loss. When I called to question them about everything and coverage they informed me that they have a pending petition for their website to remove the false advertising. They have done nothing to resolve this issue and have no intention to. I have reached out by email several times over the last three months and I do not revive responses . This company has false advertising.
Business response
01/24/2025
Hi *****,
Thank you for reaching out to us. We genuinely apologize for any frustration and inconvenience you have experienced. We take your concerns seriously and want to address them thoroughly.
It seems there may have been some confusion regarding our ** Theft Coverage and stolen equipment coverage. We do offer ** Theft Coverage, which is defined as "protection against fraudulent use of your personal identification, Social Security number, or other identifying information. This includes instances where your identity is used to open credit accounts, secure loans, sign contracts, or commit crimes." As of 12/15/23, we no longer offer stolen equipment coverage, which appears to be the type of claim you were attempting to file. Unfortunately,this was a carrier driven decision which was beyond our control.
Ive attached your Certificate of Insurance which lists out your policy coverages for further clarification of what we do offer. The ** Theft Coverage is not on this certificate as it's on a separate document that we are happy to provide if requested.
We also understand the confusion provided in ******'s new AI Overviews that state we provide stolen equipment coverage. These are auto-generated by ****** and unfortunately, they are not something we (or any website owner) can update ourselves, or we would have. We are continually working on improving our site, and we hope that, over time, ****** will reflect these changes in their search results.
We have provided you with a full refund of your policy amount as an apology for the confusion, as our goal is to work toward a resolution that demonstrates our commitment to customer satisfaction. Please note the refund does not cancel the policy, you still have coverage through your original expiration date.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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