Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/07/2023 I purchased commercial property insurance from Elmsure, which became effective on 07/25/2023 and would cover my investment property until 07/25/2024. During the coverage period, I sold the property on 03/20/2024 and called Elmsure to cancel the insurance policy. I was instructed by the customer service agent to cancel the policy via email. I did as instructed and went through the proper steps, which included uploading a signed copy of my seller's disclosure statement and bank account details for the refund. Elmsure replied to the email stating that the cancellation was successful and that I would receive the prorated refund within 30 days. I did not successful receive my refund within the promised timeframe. I called to check on the status of this refund and talked with a manager from Elmsure that stated he could not give me an update on the refund. Moreover, he stated that investigating this refund any further was above his pay grade. The situation is frustrating because I have done everything correctly in order to successful receive my refund for a policy that I paid in full; however, the refund has not been granted and the manager refuses to settle the injustice because it is, in his words, "above his pay grade." Something does not seem right about this situation.

  Business response

  07/22/2024

  We were sorry to hear about this customers experience with ********************, and actively tried to rectify the situation.

  As an Insurance broker, ElmSure does whatever it can to aid our clients, but it is the insurance carrier, not ElmSure, that holds payments of insurance premiums and that issues refunds. As such, ElmSure is only able to issue refunds as an intermediary for the carrier once they process and issue the refund.

  While the timing relating to the issuing of refunds is out of our control, how we respond to and interact with customers is firmly within it. For one of our representatives to communicate that something was above his pay grade was unfortunate, and not representative of ElmSures customer-focused values. Weve taken measures to speak with the customer and solve the issue he is facing, and weve spoken with our internal team specifically about this interaction.

  Regarding the refund, as the policy was in effect from 7/25/2023 to 3/20/2024, the prorated refund amount is $510.23. To try and expedite a positive resolution for our customer, we will be advancing the refund before ElmSure receives the funds from the carrier.

  Once the refund is received by the customer, we would consider this rectified, and we hope to do business with this customer in the future.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My policy was cancelled with ample communication in advance regarding the sale of the property and pending date for termination of the policy. I received poor communication and there was no refund issued in accordance with WA state law. I then contacted the company and have continued to be told it will be sent via ACH to my bank after 30 business days. The state law says 30 days, not 30 business days. However, it has been long over 30 business days and they do not respond or issue the refund required by law. This is my final attempt to recover my funds before taking it to the State of Washington and applicable agencies.

  Business response

  07/22/2024

  We understand the frustration experienced by the customer in this situation. As an Insurance broker, ElmSure does whatever it can to aid our clients, but it is the insurance carrier, not ElmSure, that holds payments of insurance premiums and that issues refunds. As such, ElmSure is only able to issue refunds as an intermediary for the carrier once they process and issue the refund.

  ElmSure requested policy cancellation and that a refund be issued on Dec 11, 2023. The carrier has stated that it can take them 60 to 90 days for refunds to be processed and issued.

  The total policy premium amount was $1,972.49. The policy was effective between 8/3/2023 and 12/6/2023, and we were able to issue the prorated refund of $1,199.68 to the client on 1/30/2024 after receiving the same from the carrier.

  As the refund has been issued, we believe this to be resolved and we hope to do business with this customer again in the future.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a policy thru Elmsure Agency with Reinsure Pro as carrier -paid premium in full for 1 year effective 4/1/2021 to 4/1/2022 Elmsure apparently stopped doing business with Reinsure Pro and when our policy expired -Elmsure issued a new policy for us with American National as the carrier. 4/1/2022 to 4/1/2023 Paid this new policy in full but didnt know Elmsure didn't send us any communication that they stopped doing business with Reinsure Pro. Reinsure Pro kept sending us invoices via email after policy expired- I kept telling Reinsure Pro that I owed them nothing as we sold the house 12/26/2022 and I received my refund. I had no idea that Elmsure didn't tell Reinsure Pro that they placed our policy with a new carrier. My refund came from ****************. Apparently Reinsure Pro thought my policy was still active because neither company talked to each other. I sent emails and called Reinsure Pro and Elmsure Agency but Reinsure Pro does NOT work with customers and all communication comes from ********************. So now Reinsure Pro is looking for premium for the lime period that Elmsure didn't tell them they placed our business elsewhere and I had no idea my policy was non-renewed with Reinsure Pro until last week when I spoke to Rosty Gerbilisky at Elmsure. I have a long email trail to both companies asking this be resolved. We sent all necessary paperwork for settlement closing of the property and all was completed with no problems. Now Elmsure won't talk to Reinsure Pro and Reinsure Pro doesnt talk to customers. I paid for 2 policies in full and owe nothing to anyone. This is the responsibility of Elmsure to Reinsure Pro. Reinsure Pro has harassed me for a year and Elmsure has ignored emails and won't resolve their error. Reinsure Pro is threatening to send me to a collection agency when I already PAID for 2 policies and coverage on the property was covered by 2 insurance companies - I HAD TO PIECE THIS all together.

  Business response

  07/22/2024

  ElmSure sympathizes with this customers situation. There seems to be some confusion regarding the functions of ReInsure Pro. ReInsure Pro is a program administrator, for multiple insurance carriers, including United National and American National.

  For this customers initial policy, ******************** requested a quote from ReInsurePro, and a policy was placed with United National covering the period of 4/1/2021 to 4/1/2022. Prior to the expiration of this first policys coverage, ElmSure again worked with ReInsurePro to issue a quote for a policy renewal. The quote was accepted by the customer and a policy was then placed by ReInsure Pro with American National for the period of 4/1/2022 to 4/1/2023. Simultaneously, ReInsurePro automatically renewed the prior years policy with United National. This effectively doubly indemnified the client, as the same property was insured twice with two separate policies from the same program.

  To summarize, ElmSure created a renewal quote in ReInsurePros online portal and sent it to the insured. Once we received payment, we requested that ReInsurePro activate the policy, again through ReInsurePros online portal. At the same time, ReInsure Pro auto-renewed the initial policy.

  In December of 2023, the customer informed us that they had sold the property, and the manually renewed policy was then canceled as of 12/31/23.

  The customer contacted ******************** in April of 2024, and stated that ReInsurePro informed the insured of potential collections on an unpaid premium. ElmSure quickly identified the source of this discrepancy and immediately reached out to ReInsurePro on behalf of the customer to have the matter resolved. We advised ReInsurePro that the customer was doubly insured in error and communicated that the source of the error was the auto-renewal/manual renewal mentioned above. ElmSure requested that the auto-renewed policy be flat canceled. ReInsurePro denied this request. We advised the customer of the denial.

  ******************** does not agree with this decision, however the decision rests with ReInsurePro. We will continue to work with the customer and/or ReInsurePro to provide any additional information needed to resolve this matter.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CP ******* On July 28th, 2023, I emailed Elmsure to inform them that my property, ****************************************************** has been sold and requested a refund for the remaining policy.On September 11th, they responded, requesting the closing documents. On the same day, I provided the closing documents. Subsequently, the service team requested me to sign the *** DOCS, which I promptly completed.On September 14th, I provided my account and routing number as requested for the refund.Despite my follow-*** in November 2023 and again on January 10th, there has been no response no refund has been made.

  Business response

  01/19/2024

  Please note the following:

  The borrower initially only sent us a partial payment on this policy.  The policy cancelled for non payment of premium and showed a balance.  We worked with the carrier and the customer to get the policy cancelled back to inception.  Once we were able to confirm the proper refund amount we refunded the entire requested amount to the customer on January 18, **** ($1317.18).

  Thank you.

  
  

  Customer response

  01/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 3rd 2 policies were paid in full in the amount of $1415.95 and $2101.12. On the day of closing for one of the 2 properties with Collosseum Investing who works with Elmsure turned out that there were some unethical terms in the closing docs. At that point we refused to continue any further. We followed by canceling both policies and requested a refund since both properties were not closed on. On the following Monday, via phone we received confirmation that we would get a full refund and to call back Monday Nov 6 if the refund has not happened. They are not answering the phone. I suspect this is a fraudulent company. Additionally they never sent over the policy docs either.

  Business response

  11/27/2023

  To Whom it May ******************** ***************** ***********Please note that the two referenced charges were reversed on 11/17/2023 through Epay back to the customer's checking account.  The customer was notified via email.  See atatched.

  In light of this, we request that this complaint be marked as resolved and closed.

   Thank you.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company resorted to Fraud practices.My company had commercial insurance with Elmsure for the period of 06/2022 to 06/2023 . I canceled my insurance in on April 2023 and I moved out of commercial insurance to regular insurance. This company used my information without my knowledge billed my Bank and got paid. Even though I have canceled my insurance they have resorted to unethical practices using another company in the name of *********** to bill my Bank. They have breached my information.

  Business response

  08/03/2023

  Please note that this matter has been resolved and the complainant advised us that she would retract the complaint following the resolution of the matter but she has not yet done so

  On July 7, 2023, we provided a full refund to the complainant in the amount of $4,689.17 in full satisfaction of all amounts owed to her.

  Thank you.

   

  Customer response

  08/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********** ******

  Thank you BBB for helping.
  
  
  
   
  

  
  

*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. ↩