Complaints

This profile includes complaints for Westland Insurance Group Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Westland Insurance Group Ltd. has 60 locations, listed below.

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  Westland Insurance Group Ltd.

  1500 9850 King George Blvd Surrey, BC V3T 4Y

• 

  Westland Insurance Group Ltd.

  3066 Edgemont Blvd North Vancouver, BC V7R 2N4

• 

  Westland Insurance Group Ltd.

  8902 152 St Surrey, BC V3R 4E4

• 

  Westland Insurance Group Ltd.

  111 505 Burrard St Vancouver, BC V7X 1M3

• 

  Westland Insurance Group Ltd.

  210 15355 24 Ave Surrey, BC V4A 2H9

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:14/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We were un able to drive for over a week because our broker with this company would not answer the phone, and would not respond to voicemail or email. We sold our minivan and purchased a larger vehicle but could not transfer our insurance because our broker would not respond to us and would not answer our calls, and no one else from the company would transfer our insurance for us. Then when we finally got our vehicle insurance transferred, they hiked our rates. Our broker said he would look for a better rate for us when our policy came up for renewal, but never did, and quit responding to us entirely. Since our broker would not respond to us we decided not to renew, and to switch insurance companies (we saved over $600 by switching to someone else). We left messages with our broker saying we would not be renewing our insurance. We also called reception and told them we would not be renewing because our broker will not respond to us. The company continued to bill us anyway. We called reception again, and they told us they could not cancel, we would have to talk to a broker. They transferred us to another broker who did not answer us or respond to our message either.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On November 30, 2023, we cancelled our home insurance with Westland Insurance in *********. We cancelled our insurance due to prior poor service; inability to answer our questions in regards to changes to our home insurance and general poor service. It is now February 12, 2024, and we still have not received a refund. I have made numerous calls to Westland and have received replies like; leave it another week and call again; we don't have much to do with accounting, and we will get this done immediately.I called the ********* Office on January 12, the ********* Office on February 9, November 30, and another date in January that I don't have documented.

  Business Response

  Date: 20/03/2024

  Hi there,
  
  Im not sure what you mean. This is our response: This matter was resolved on February 13, 2024, with a full refund being issued to the client.
  
  Do you need something beyond this?

  Customer Answer

  Date: 20/03/2024

   
  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

  Date:16/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Westland my group has deducted 3 months of premiums totalling ******* After I camcelled my policy when I moved October 28-2023. Their office clerks have given me the run around. and still no results

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  I was wrongfully evicted with only 2 days notice from my apartment by *********** Properties back in April , but I am still being charged monthly for renters insurance for a place I do not have any involvement with anymore. When I asked the manager before I was also wrongfully locked out of my apartment and denied my belongings , he confirmed that all my automatic payments through my bank account in regards to the apartment , including insurance , would no longer be taken out . I didn’t think I had that to worry about that on top of all my other difficulties I was dealing with . I am very upset about the situation to begin with , and I am very upset that I am still paying the insurance I was assured wouldn’t be an issue . I would like to be refunded for the amount that was not permitted to be taken out of my account from my evicted date to today.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  To whom it may concern,
  Our house ******** *** ****** ** was insured under Westland Insurance through the private company ******* ***** ********* with a preauthorized monthly payment. On November 28, 2018- November 28, 2019 policy number ********** was cancelled because of the price increase. I went to Pacific Insurance and cancelled it together. I signed a new contract under Wawanesa Insurance.
  I sold the property ******** *** ****** ** in 2021 and we moved to a new place at ***** *** ***. I received a phone call from Westland Insurance to renew my insurance for my old house. I found out that they were still taking money from my preauthorized account from the dates stated above which I cancelled already and up to November 2022. The total amount is eight thousand one sixty-five dollars and eighty-five cents ($8,165.85).
  After knowing about it, I went to the main office of Westland and the Manager handed over four pages of documents to sign again for cancellation from November 28, 2018, to November 18, 2022. I was told to wait for a phone call because they would do an investigation. By March of 2023, I decided to call the office because no one contacted me. Upon speaking to the manager, I told him about my concerns but he told me to contact ******* ***** ********* about it because he wanted to talk to the manager. After a few days, I phoned Nicholas the manager of Westland but unfortunately, he didn’t pick up my call. Later on, he called back and told me that he and the manager of ******* ***** talked already about my concerns. He told me that he could not give a refund because the ******* ***** cannot provide the cancellation form that they submitted with my signature way back in 2018.
  So, I contacted ******* ***** and asked for a refund. But the manager told me that he cannot do the refund because the money is at Westland Insurance and they only get commissions out of it and it’s not their fault. Months passed by and the conversations with them were still the same, I got exhausted thinking about those reasons. They didn't do anything to resolve the issue. I was very disappointed! I’ve decided not to contact them anymore as I get the same answer every time.
  Last week, I went to ****** **** **** to file a complaint. But I was advised to make a complaint to BBB instead. That’s why I’m writing this complaint letter to you because I don’t know where or whom I will ask for help. I badly need my money back!
  Thank you for taking the time to read my letter.
  Sincerely,
  ***. ******* **********

• Initial Complaint

  Date:04/12/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  As of October 29 2023 We entered into a 1 year contract with the said insurer. A file review after the fact, would see us install a step from a double door. And add siding to our house. As this is after the contract has been signed and 2 payments have been made. To change a contract ,both parties must mutually agree on the changes. Seeing there is not money in our budget for said improvements. We do not agree with changing any part of our policy mid term. I've made my concerns to the manager of our local office. With little help with this matter. I would be willing to budget the job for next year's policy.

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  To give some background, In March 2021. I insured my house with Westland Insurance Company. And paid the premium in full at that time. After the end of the period of one year's insurance around March 2022. I started receiving letters. Informing me that I owed money for. Insurance after the policy had terminated. After finally getting to speak with a representative. I be grudgingly and Under duress. Entered into a new year contract for insurance so as not to incur any charges that they were saying I owed them. For the period after the police expired. Even though I felt the premium was excessive. on renewing the policy in 2022 (paid in full) I gave explicit instructions not to renew the insurance policy the next year. In part due to excessive charges, being on disability and also. Feeling quite bullied into renewing my insurance policy with them. However, After leaving such explicit instructions NOT to renew my insurance policy in 2023. Again, I received letters demanding money for $410 plus. Saying they were still insuring me after the period. That ended. After speaking with many, I presume secretarial. Position employees and promises that I would be contacted. I have not been able to establish. A resolve to this issue. Sometime after. I received a letter from **** *****t a Debt collecting Agency. Informing me that. Westland Insurance had filed a collection against me for $410. After many months and many attempts at contacting. The managers, area managers and their complaints office to no avail to resolve this issue. I am Therefore. hoping to find resolve with the Better Business Bureau. The policy type I had with Westland insurance. Was a homeowner's policy. Policy number is WIP ********* The term should run from March 26 to the following March. The case number with. **** *****ts. Is number *********. Account number ********. I sincerely hope we can find a resolve to. This issue of assault on my credit rating and Truly, I'm grateful for your support in this matter.

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Our house was insured with ******* **** insurance and they were amazing. Westland bought them out. We were supposed to receive a refund as the place sold June 2,2022. We have been trying to get our money back but have not been able to. We have tried everything we can. It has been over a year now and now they won't even answer our emails. I am in Italy so cannot phone. Our daughter, in Canada has been working on this. she has Power of Attorney for us. I hope you can help us. Thank you, *** ***** PS. I did send another email and I cc'd you as it was attached to a years worth of communication. The email address that I sent you was ****************** and ********************** we will be back in Canada August 18. Thanks again, *** 

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In December of 2022 I went into the Westland ********* office to get insurance on a side by side that I purchased new, I took the machine in to get it inspected by them to confirm no damage. Because of the value of the machine I was told they had to send off the info to the underwriter before they were able to give me a quote. I received a call a few days later with the quote amount that was a lot more than I was expecting. I was driving at the time so I told the lady I would have to call her back.I tried calling back multiple times was on hold for hours and never got through to anyone so I then decided to go with a different insurance company.Some time later I get a call from westland for payment on my policy, I told her that I went with another provider because I was having trouble getting ahold of them and I wanted to get it dealt with and I was not able to make it back to the office without taking time off of work. I was told that I had to come into the office with my new policy to cancel the policy that they binded without telling me. Feb 7 2023 I received a registered letter of cancelation from westland saying my policy would be canceled on Feb 23 2023, The policy did not get cancelled until Mar 3 2023 June 1st I received a letter dated May 10, 2023 saying that I owe $684 for time on risk of my recently canceled policy. On this letter it says policy term Sept 1 2022 - Sept 1 2023, I did not get the machine until dec 2022 and they are trying to charge me from September.I never received the quote, bill, or policy. I was never able to review the policy sign the policy or pay for the policy.I tried to call again and was transferred to ******* office, they were not able to help.I called the head office in surrey to try to get this sorted out and they referred me to the regional manager who I could also not get ahold of.I sent an e-mail to the lady who binded the policy and she never replied...I have a lot more to say but out of space

• Initial Complaint

  Date:02/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This applied to Westland Head office in Surrey.
  
  I prepaid a house insurance plan for the year at approx. $2,800 on day 1. Westland unilaterally did a valuation on my house 5 months into the policy, valued it at $580/sq. foot replacement cost (their evaluation). I just built the house 2 years earlier for $280/sq. foot. They increased my policy to $2.2M replacement cost (just to rebuild) and sent me a bill for almost $1,200 for the remaining 7 months. I said their valuation was not correct and I didn't agree. They said I didn't need to agree and it was their right to do so. I asked them to cancel the policy and refund the remaining balance which was 7 months. They said there would be little money left because most of the money goes to administration costs. Can you believe this. They threatened to cancel my policy , collections and that I would never get insurance anywhere else because they will cancel my policy and it would be on my record. I held out and would not pay their ransom. They finally cancelled my policy due to non payment. They even agreed to reduce the value by half and stop collections if I paid. I would rather go without home insurance than to ever go with them again. There needs to be something done about this business practice. I can see an increase of maybe 20%, even 30% but a 100% increase in policy and costs to construct? Everywhere I look in Surrey they are building from $350 to $400. I have never come across $580 per square foot.
  
  Now I have to deal with collections on a bill I never agreed to* **** **.
  
  On top of this, they sent me another invoice for a policy that is finishing on Jun15th. It is for a renewal on June 15ht, due now, stated as outstanding. First, I never agreed to renew the policy and they have to have some nerve to think I would ever stay with them.