Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 1st 2023
  Talked to *** *****
  
  He was yelling at me, giving me attitude, speaking down on me.
  
  Said “he is late to the meeting and he has to go”
  Wasn’t helpful nor calm.
  Knows I am Russian, therefore, is discriminating against me.
  
  Being very disrespectful to me as a female.
  
  Told me to tell my lawyer to contact him.
  
  Made excuses as to why they cancelled my insurance.
  
  They don’t have any of the documents of what me and the other person from their company talked about.
  
  Basically told me to leave him alone, because he is late to a meeting
  
  They cancelled my insurance, and didn’t bother to call and let me know etc.

  Business Response

  Date: 13/11/2023

  We wrote up a new Motorcycle Insurance policy with ****** ********* for this client on May 30, 2022.  The client disclosed 2 minor convictions on the application ( speeding) and signed the application admitting to only 2 convictions..

  ****** ********* pulled a driver's abstract and found out that there were 2 minor convictions but also 1 major conviction - "Distracted Driving" which is a very serious offence.  Due to this non-disclosed ticket, the policy was cancelled by registered letter by ****** *********.  The cancellation was for misrepresentation.  I fail to understand why she is blaming Klondike Insurance for this situation when she was the one who failed to disclose the conviction.

   

  ***** *****
  Owner/Klondike Insurance

  Customer Answer

  Date: 17/11/2023

  
  
  Complaint: 20811332
  
  
  
  I am rejecting this response because: the anger whom I spoke to. Was so rude to me didn’t help and rejected to speak to me saying “he has to go to a meeting”

  They asked for “3 year” in those 3 years I’ve gotten 2 tickets. 4 years I’ve gotten the distracted driving.

  Therefore, I disclosed what they asked for.

  The guy I spoke to then said “actually they cancelled it for non payment”

  I thought to myself “there is no way it got declined”

  when I looked at the papers of my credit card, their company failed to input my whole credit card, therefore it declined because they did not fill out the required fields on their side.

  Because of their mistakes, now my insurance gets affected.

  I would like their mistakes be fixed so my insurance history does not get affected.

  
  
  
  Sincerely,
  
  
  
  ****** *************

  Business Response

  Date: 17/11/2023

  This is in response to ****** claiming her distracted driving was 4 years ago.  Intact's records show that the distracted driving ticket was April 22, 2022. Your insurance policy was effective May 30,2022

  Please remember it is not the day you are stopped but the day you pay the ticket is your conviction date. April 22, 2022 was 38 days prior to the new insurance policy so I am surprised that it wasn't declared at the time of the application.

  I am pulling a driver's abstract to confirm this date - It does take 24 hour to receive so I will not have it back until Monday morning which I am more than willing to share with you.  As for my employee *** ***** - I apologize if his behavior was inappropriate.   I don't condone this type of conduct from my employees.  I will forward the abstract to you Monday - The cancellation was based purely on non-disclosure.  It was never about non-payment.  As for the credit card form - your credit card number is NEVER kept on file for security purposes.  The form that was emailed to you from Les is held in your paper file which cannot contain your credit card number.

  I will be in touch,

  ***** *****

   

• Initial Complaint

  Date:22/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9May2022
  I received an insurance quote from *** *****, ****************************** at Klondike Insurance Agencies Ltd., 10140 81 Ave NW, Edmonton, AB T6E 1X1, (780) 439-0715.
  Amount quoted: $2547.00 -an acceptable quote.
  
  10May2022
  I received a receipt via email from ****************************** after making the payment in full.
  I DID NOT receive any documents, other than a 30 day temporary vehicle liability slip from Klondike Insurance.
  
  3Jun2022
  As per my request, I received another temporary vehicle liability slip from Klondike Insurance.
  
  24May2022
  I have not yet received an insurance policy or documents yet. At this time I requested another temporary vehicle liability slip from Klondike Insurance.
  
  28Jul2022
  I have not yet received an insurance policy or documents yet. At this time I requested another temporary vehicle liability slip from Klondike Insurance.
  
  5Aug2022
  I called *** ***** to obtain another temporary vehicle liability slip from Klondike Insurance.
  *** ***** informed me over the phone that the original price of:
  $2547.00
  quoted to me on 9May2022 was incorrect; the actual price would be:
  $3710.00
  
  
  
  15Aug2022
  First documents received:
  I received the insurance policy from Nordic Insurance along with an invoice from Klondike Insurance showing the amount owing as:
  $1163.00
  
  18Aug2022
  I sent a Cancellation Request dated 2022/08/18 to *** ***** at Klondike Insurance RE: Nordic Insurance policy **********
  
  16Sep2022
  I sent an email to ****************************** asking when I could expect a refund, and how much would the refund be.
  I received no answer.
  
  1Nov2022
  I sent an email to ****************************** asking when I could expect a refund, and how much would the refund be.
  The email was answered by *** ***** on 2Nov2022 stating that she had not received the cancellation document from Nordic; there was trouble on the telephone lines to Calgary.. she would try again later.
  
  22Nov2022
  I would like a refund in a timely manner please.

  Business Response

  Date: 22/11/2022

  This client is insured with Nordic Insurance.  Unfortunately, Nordic Insurance is 4-5 months behind in processing all paperwork including cancellations, new business, endorsements etc.

  If you try and speak with an underwriter at Nordic Insurance you will be on hold for atleast 1 year trying to speak with someone.  They also have days where they DO NOT answer their phones in an attempt to catchup on their back log.  Every insurance broker in Alberta is frustrated with their level of service but unfortunately, depending on the client's insurance needs, this is often the only insurance company that will provide them insurance coverage.  Based on the nature of work this client does, Nordic was the only insurance Company that we had that would provide coverage.  The good news is the client's policy will be cancelled based on the rate we quoted and not on the higher premium it was issued.  I will personally ( as the owner of Klondike Insurance) reach out to Nordic Insurance on Wednesday November 23, 2022 in an attempt to get this policy cancelled and the required refund send to the client.  I sincerely apologize for all the delays - but it is not Klondike Insurance that is causes all these problems, - it is Nordic Insurance.  I will reach out to the client after my conversation with Nordic Insurance in hopes of saying the cancellation and refund have been processed.

  Sincerely,

  ***** ***** * ******