Complaints

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

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  Square One Insurance Services

  1410 650 W Georgia St Vancouver, BC V6B 4N8

  
• 

  Square One Insurance Services

  1 Dundas St Toronto, ON M5G 1Z3

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:09/04/2024

  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.

  Cancellation of a home insurance policy without adequate contact or notice. I had my policy set to automatically renew and I had my debit card used fraudulently requiring me to get a new card (last card was linked for automatic payment). I was out of the country from April 1st onward and was not contacted once by phone, only once by email on April 1st indicating the payment did not work, and another time on the 4th despite having a flawless two year payment record with Square One they cancelled my insurance for non-payment which will now be permanently reflected on my insurance history. They have horrible customer service and were not understanding of my situation at all and no one called me to warn me of this once prior to cancellation. I would never have a non-payment if they were a legitimate business. I tried to offer payment immediately, as soon as I read I was being cancelled and they are refusing to acknowledge my request to reinstate my policy and remove the non-payment from the file. Instead they stated they would charge me a significant amount more now, on top of a one time payment and they mocked me and threatened that I would likely not be able to find another insurer after this. Never made a claim and had a perfect payment history before this. This was my first home insurance policy as a young renter. Please help.

  

  Business Response

  Date: 09/04/2024

  Hi, ********. I'm sorry to hear that you're unhappy with your experience. As we are an online insurance provider, one of the terms agreed to upon purchase is receiving policy communications via email. If a payment fails, we will send several emails warning of impending cancellation. We do also try to call as a courtesy, but this is not always possible. If we can't secure an alternate payment method before the deadline, we have no choice but to proceed with cancellation according to the policy terms. I understand you've already been in contact with an agent regarding rewriting your policy, but if there's anything else I can do, please feel free to contact me at ****************************. Regards, *******************,Vice ********** *****

• Initial Complaint

  Date:21/12/2023

  Type:Billing 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.

  I had signed up online for auto insurance with this company and I was given a monthly cost which would have been automatically charged to my account the monthly amount was not not was taken they took an annual payment which was not there and the payment reversed so now I'm facing cancelation for none payment which is unfair as I was told they are going to have it rectified

  Customer Answer

  Date: 19/12/2023

  Square one online sign up basically has you choosing a packing and telling you you paying monthly then just take a one time annual fee from your account after you give them the void cheque for the monthly payment which it stated I would only be paying $264. After you sign the documents online they send you a payment confirmation that states your paying total amount one time and you you call to cancel and switch to the othe payment option they try to charge you financing fees. I was also told by one rep Seraphyn that based on the misunderstanding I would not have a cancelation for none payment on my record which turned out to be a lie. I have all the email communications if needed.

  

  Business Response

  Date: 20/12/2023

  Hi, ********. I am sorry to hear you are not happy with the cancellation of your policy. I have reviewed your file, and can confirm the policy was purchased online and you selected annual payments, not monthly. The agent you spoke with on December 6th advised you of the steps that you needed to take to avoid the non-payment cancellation. Unfortunately, you did not call us back in time and your policy was canceled for non-payment as per the statutory conditions. Auto insurance is highly regulated in Ontario and we cannot waive the non-payment cancellation. If you wish to discuss this further please contact me at 1.855.331.6933 extension 106. Sincerely, Jas S*****, Vice President, Sales

  Customer Answer

  Date: 20/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ******

  There is not thing in the online process that said the annual amount would have been taken all at once it showed what I would be paying monthly and I did call the more after I realized the payment was taken the agent on the phone worked out a new quote as well and told me that if a cancel said policy before the transaction reverse then I could switch it to monthly and I told her to go ahead, she requested a payment of 5 hundred and change I don't remember the exact figure on the day we had the first conversation and had I been able to come up with the money at the time it would have went away it would have been fine whoever my account was in the negative at this time so I had no more money due to this so she said we'll when the money reverse we can set you up for monthly I sent multiple emails and left voice note on her phone so don't tell me I didn't not call in time I have the records and you have the phone conversation as to what i was instructed to do so please review the phone conversation because it's unfair for me to follow your agent instructions and not have a cancelation for none payment on my record more over I'm loosing money now not being able to get affordable insurance now I'm being quoted 400 and 500 hundred that's ridiculous I was told by the agent they can set up the new monthly policy and my first payment would include a finance which is also illegal under section 13.d6

  I ask that this be resolved in the most amicable manner as possible 

  

  Business Response

  Date: 03/01/2024

  I am sorry to hear you are not happy with the cancellation of your policy. I have reviewed your file, and can confirm the policy was purchased online and you selected annual payments, not monthly. The agent you spoke with on December 6th advised you of the steps that you needed to take to avoid the non-payment cancellation. Unfortunately, you did not call us back in time and your policy was canceled for non-payment as per the statutory conditions. Auto insurance is highly regulated in Ontario and we cannot waive the non-payment cancellation. If you wish to discuss this further please contact me at 1.855.331.6933 extension 106. Sincerely, Jas S*****, Vice President, Sales

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because

  I feel I was blind folded and put in a position where all insurance companies now either don't want to insure or they giving some really high prices this is not cool I'll just have to take it up with my lawyer I'm gonna just file a siut for the misleading and misrepresentation by the agent also the payment process is explained after you've sent your banking information which bonds you to payment system not declared.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 08/01/2024

  Hi, ********. I'm sorry that you're disappointed with your experience. Our online system is very clear. It gives customers the option of paying monthly or annually by credit card or bank withdrawal. As selections are made it advises of the total cost to be processed. It also includes clear terms and conditions that customers must review and accept before purchasing policies. Our agent made clear notes on the conversation with you. And finally, all calls and communications were recorded and saved on your client file in our system. As previously mentioned, auto insurance in Ontario is highly regulated.
  We must strictly follow the rules and regulations in the province. As such, we
  cannot honor your request. Finally, it is worth noting that you did not in fact pay any premium because your policy was cancelled for non-payment due to insufficient funds. Daniel M*******, President + CEO.

  Customer Answer

  Date: 09/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As per conversations that was recorded those will be requested by my lawyer once the paper is filed. Online it shows the monthly payments and its was after I submitted all the documents a d the funds was taken out I realized the complete premium was taken and I followed up right away and I was advised as per phone conversation that it would have been dealt with and I would not be in this position to have a cancelation on my record which has now made it twice as much for insurance so again once the phone conversation are presented we'll let the courts decide. 

  Thank you
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:31/10/2023

  Type:Billing 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.

  I had tenant insurance with this company for an apartment. In January 2022 I attempted to cancel my insurance as I was moving to another residence and chose another provider. The attempt was made using their online portal but was producing an error. I had to reset my password at this time. As the online cancellation did not work, I called in and an agent confirmed it would be put through. October 30, 2023 I received a policy renewal by email. I was surprised to receive this as I had cancelled more than 1 year prior. I logged into the online portal and saw my old policy still active. I cancelled successfully on this occasion online and called the company. I also reviewed my account to confirm that they had been taking payments despite my original call in January 2022. The agent stated she had no record of a call or cancellation request but did see my password reset in January 2022. Despite all of this, the company has decided not to rectify the issue of continuing to take payments from February 2022. Agent noted they would not backdate incase a claim was made on the property when I was not living there. I noted I had another policy active at the time for my new residence and this did not seem to matter. The business is not operating in good faith. They failed to process my original cancellation and had the opportunity to continue to take funds as they had my banking information. Post-cancellation by phone, this would assume revoked consent to use my banking information and stop services. They are not only operating in bad faith, but this also raises concern for violation of PIPEDA.

  

  Business Response

  Date: 31/10/2023

  Hi, ***************I'm sorry to hear that you're unhappy with your experience. I have reviewed your file and can confirm that we have no record of a conversation between you and an agent to cancel your policy. However,there may be something we can do to rectify the situation. Please contact me at your convenience and I will be happy to discuss your options. You can reach me at **************************** or ***.******@squareone.ca.Regards, *******************, Vice ********** *****

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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.

  Paul, the adjuster representing Square One's subsidiary company, found himself in a situation where he failed to establish contact with the occupant of **** ***. This lack of communication allowed a water leak to persist, causing substantial damage to my bathroom ceiling. To compound matters, it has come to light that Paul misrepresented the scope of repairs, billing Square One for a staggering $4,000 when, in reality, he had merely cut a 3 by 6 feet hole in the ceiling. I promptly raised my concerns about this situation, emphasizing that I bore no responsibility for the ordeal and requested that it not be attributed to my claim.
  
  However, the situation took a disconcerting turn when Paul insisted on a second deductible payment after another water leak incident occurred, this time originating from a different unit. I promptly reported Paul's dishonest conduct to Square One's supervisor, Christine G****, urging an investigation. To my dismay, Ms. G**** declined to pursue the matter and instead pressed me to personally pursue Unit 607, the upstairs unit, citing prohibitive legal expenses.
  
  Refusing to accept this unjust scenario, I engaged an independent repair contractor and paid $1,000 for repairs in November 2022, settling the issue without further delay.
  
  More recently, after escalating the matter to a small claims court, I received a rebuttal message from the owner of **** ***, confirming that they had corresponded with Paul and asserting that his version of events was far from accurate. Consequently, the claim has been redirected towards another party's insurance.
  
  Given these developments, I am determined to seek a refund of all the payments I have made to Square One since 2018, in addition to the $1,000 deductible. This totals $2,400. I have maintained a spotless record for the past nine years, with no prior incidents. It is undeniably unjust for me to face the prospect of inflated premiums and exorbitant deductibles due to circumstances beyond my control, especially when some insurance providers are now reluctant to offer coverage at reasonable rates.
  
  In conclusion, I am committed to pursuing a fair resolution in this matter, ensuring that my financial interests and impeccable insurance history are duly safeguarded.

  

  Business Response

  Date: 11/09/2023

  Dear, Mr. ***:

  I’m sorry you
  suffered two losses and are unhappy with your claims experiences.

  Losses in
  condo buildings are challenging because many insurance providers are often
  involved in resulting claims, including the condo building’s commercial
  insurance, your condo insurance, and other unit owners’ condo insurance. While
  the claims may not have originated in your unit, your condo insurance would
  still respond for the resulting damage. If the loss resulted from another unit
  owner’s negligence, then they may be responsible for costs associated with the
  resulting damage. Without proof of negligence, each party is responsible for
  making claims under their policies. As such, we cannot exclude paid claims from
  your claims history.

  After reviewing
  your file and previous communication, Square One and All Perils followed the
  proper procedures throughout your claims. Furthermore, the Insurance Council of
  BC reviewed the matter and found that our employee as well as All Perils’
  employee acted appropriately. As the Square One and All Perils management teams
  explained, separate claims require the insured to pay separate deductibles for
  the home insurance policy to respond. I understand that you were not pleased
  with the outcome of your first claim, but the necessary repairs were completed.
  As for your second claim, the loss appeared to be below your policy deductible.
  However, you decided to proceed with this claim using an independent
  contractor. Square One reimbursed you accordingly based on submitted receipts
  and your policy deductible.

  Again, I’m sorry
  you’re disappointed, but there’s nothing more we can do.

  Daniel M*******, President + CEO

  Customer Answer

  Date: 12/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the Insurance Council does not possess regulatory authority over insurance companies, including matters related to coverage, coverage amounts, and claims disputes. Furthermore, we lack the jurisdiction to mandate restitution or compel insurance coverage adjustments when the CEO employs such tactics to conceal the negligence of their subcontractor workers.
  
  Regarding the Paul adjuster, it has come to my attention that he persistently pressured me to pay for a second deductible without disclosing his communication with **** ***, where he indicated his intention not to pursue a claim against that unit. Instead, it seems he aimed to overcharge me for two deductibles and double my premium. This raises concerns about the existence of clear evidence pointing to an overflow from **** ***'s bathtub, which implies their negligence in causing water damage. The CEO's apparent lack of awareness of this issue is utterly unacceptable and gives the impression of a deliberate attempt to avoid acknowledging the facts. It appears the CEO is engaging in a cat-and-mouse game, which is deeply troubling.
  
  I feel compelled to alert other consumers to scrutinize every detail of their house or condo insurance repair bills for potential overcharges. I have noted that their statement erroneously records an entire bathroom ceiling repair instead of a small 3 by 6 feet hole, resulting in a billing of over $4,000. I find it astonishing that the CEO has not reviewed this billing statement and is unable to distinguish between a complete ceiling repair and a minor hole patch, which cost only $450. This discrepancy raises questions about why their subcontractors are overcharging their clients. Given that most government agencies do not handle complaints regarding agent misconduct, my next course of action will involve pursuing legal proceedings.
  
  Sincerely, 
  
  ***** ***

  

  Business Response

  Date: 12/09/2023

  Hi, Mr. ***.

  Again, I'm sorry that you’re disappointed with your claims
  experiences. At this point, both claims have been closed and there is nothing
  further we can do on behalf of the insurer. You may wish to speak with a lawyer
  if you wish to pursue this matter further. Please note that Square One
  Insurance Services Inc. is a licensed insurance agency and Square One Claims
  Inc. is a licensed adjusting firm. Both companies represent and work on behalf
  of the insurer, The Mutual Fire Insurance Company of British Columbia.

  Daniel M*******, President + CEO

  Customer Answer

  Date: 13/09/2023

  
  
  Complaint: ********
  
  
  
  I am declining this response because it's evident that they have chosen not to pursue **** ***, despite Paul being in direct communication with them and fully comprehending the situation. Instead, it seems they are attempting to charge me for two deductibles while continuing to mislead their parent company. Unfortunately, the CEO has declined to investigate and address these concerning actions.
  
  I strongly encourage ordinary consumers to conduct a comprehensive review of the track record of their condo or property insurer before committing their hard-earned money for years. When unexpected events occur, you may find yourself having to advocate for justice independently.
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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.

  I would like Square One Insurance to manage SOL cash advances in a responsible manner. My $5000 cash advance has gone missing and I have offered Square One Insurance to authorization to communicate with my bank to clear me of suspicion of any wrongdoing while Square One Insurance investigates where the money went.

  Customer Answer

  Date: 17/08/2023

  Good afternoon ******,
  
  I will not be able to use the portal assigned due to my ******* ****** ******. Can you please input the following as my official complaint:
  
  " I need Square One Insurance to send me the $5000 cash advance as soon as possible. They can verify with my bank that the electronic transfer was not deposited. It is extremely irresponsible for them to expect me to patiently wait for my cash advance pending their own investigation. Their investigation is not my concern, and verification with my bank should suffice."
  
  Thank you,
  ******* (******) ********

  

  Business Response

  Date: 18/08/2023

  Dear, ********************. The electronic transfer in question was sent to the same email account as the two previous electronic transfers. And we can confirm that the electronic transfer in question was successfully delivered to the same email account. Your bank has escalated this matter to the ******* ***** investigation unit. We need to wait until the investigation is complete before we can determine next steps. Unfortunately, this investigation can take up to 7 weeks. In the meantime, we appreciate your patience. Sincerely, Rupert P***, Claims Supervisor.

• Initial Complaint

  Date:30/05/2023

  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.

  I had my tenant insurance cancelled due to non payment. I have not received any emails at all in regards to my situation. Also had a representative also contacted me in regards to my policy but no voicemail has been left. With all the scams going on these days I’m very selective on who’s call me. At least have the decency to leave a voicemail if the matter is urgent. I’d like for this matter to be resolved with no penalty in regards to my insurance account.

  

  Business Response

  Date: 30/05/2023

  Hi, ******. I'm sorry to hear that you're unhappy with the
  communication about your policy's cancellation. Before cancelling a policy for
  non-payment, we will send several emails over multiple days warning the
  policyholder. We will also try to call as a courtesy, though this isn't
  required. After reviewing your file, I can confirm that we did send multiple
  emails before proceeding with the cancellation. As Square One is a paperless
  insurance provider, an agreement to receive policy communications via email is
  part of the terms agreed to at the time of purchase. If you would like to
  discuss your options, please feel free to contact me at ************** ********* ***. Regards, Jas S*****, Vice President, Sales

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 08/06/2023

  Hi there,

   

  id like to dispute this cancellation due to non payment on my account. I’m currently undergoing a mortgage approval which requires home insurance as well. I would prefer for this not to be reflected on my record. With everything going on with the economy I have other priorities which I have to take care of. For this small monthly fee for tenant insurance I have no issue paying it at all. I was just unaware of the notices on my account due to it going to spam email which I aware of. Also with one phone call with no voicemail and all these scam calls going on it’s really hard to determine  who’s contacting me. I would really appreciate for your company to reinstate my policy with no history of “non cancellation payment” on my record. I am going through a financial difficulty as of right now and have full intention of paying every month and continuing doing business with square one. Thank you for understanding!

   

  ****** ****** :)

  

  Business Response

  Date: 08/06/2023

  Hi, ******. We provided ample notification via email and phone of
  the pending cancellation for non-payment in accordance with the policy terms.
  Additionally, multiple agents have been in contact to explain the situation and
  our reasoning. Unfortunately, our decision on this cancellation stands. If
  there's anything else you wish to discuss on this matter, please feel free to
  contact me at ************** ********* ***. Regards, Jas S*****, Vice
  President, Sales.

  Customer Answer

  Date: 08/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:27/03/2023

  Type:Billing 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.

  In my opinion, Square One Insurance Services is knowingly committing fraud by inflating the company's revenue. In their terms of service for home insurance there is a "controversial" term, according to one of their customer service representatives, that says any cancellation of the policy after the issuance of the it will result in the premium being retained, regardless of whether the policy is effective or not. I cancelled my home insurance(#*******) today, which is one week in advance of its effective date(April 1st, 2023), because I found insurance companies providing the same services for half the price they charged, but I end up losing the two month's premium($70.64) I paid on March 7th, 2023 without them actually providing any service to me.According to the customer service representative whom I talked to, there have always been customers trying to argue the same point as I did. Yet, the company is still keeping this unequal term. I don't think they should keep the premium that they didn't earn.

  

  Business Response

  Date: 27/03/2023

  Hi, ********. I'm sorry to hear that you're unhappy with your experience. What you're referring to is the Minimum Retained Premium (MRP), which represents the smallest amount of money an insurance provider will accept in return for issuing a policy, and covers the provider's administrative costs for doing so. MRPs (or similar functions) are standard procedure for nearly all insurance providers. In Square One's case, our MRP is $50 plus applicable sales tax; the first $54 of your premiums are non-refundable, even if you cancel before the effective date. This is part of the terms and conditions you would have agreed to when buying the policy. After you've paid at least $50 total, you can cancel your policy at any time and receive a full refund of unearned premiums. In the case you've described, you should have received a refund of $16.64. If you haven't,or if there's anything I can do to address your concerns, please feel free to contact me at ****************************. Regards, *******************, Director of Sales

• Initial Complaint

  Date:22/09/2022

  Type:Billing 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.

  Sept 21, 2022 - arrangements to cancel a new policy were made. The vendor promises to repay the two months of premiums and that they will withhold $50.00 .... as this is their policy.
  
  The policy was set up to provide coverage on a new (to us) property. There were a few back and forth questions/changes prior to the coverage being issued. At that point I was instructed to pay two months fees. As soon as I paid.... additional questions began, each time with a different person. Eventually it was determined that they could NOT provide a policy since I was not living in the property immediately. If the quote process had been done properly this would have been discovered prior to issuing the documents supplied.
  
  I find this bait and then deny tactic unprofessional - there is NO reason I should be out of pocket the $50 as a result of the negligence of the company..... there should be NO questions unresolved at the time of payment and issuance of policy information.

  

  Business Response

  Date: 22/09/2022

  Hello, *** *******.

  According to our records, your full payment (including the minimum retained premium) was refunded this morning at 10:00 AM PT. So, I believe that this matter has been resolved. That said, I believe it's important to clarify a few matters. You purchased this policy online and incorrectly answered a question about the occupancy of the home. If the correct answer was provided, then you would not have been able to purchase the policy online. We received an email from you at 7:59 PM PT last night, voicing your dissatisfaction with the minimum retained premium. A member of our team reviewed your email and decided to waive the minimum retained premium. I'm sorry that Square One wasn't able to service your needs in this matter.

  Regards,

  Daniel M*******
  President + CEO

  Customer Answer

  Date: 23/09/2022

  
  
  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. 

  While I do agree to have the complaint closed - this company likely has many files with your office - they are selective in their wording and misleading at times. I thank the BBB for your assistance and the return of all my funds

   

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

• Initial Complaint

  Date:09/09/2022

  Type:Billing 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.

  On Aug 17, 2022, I contacted Square One to go over my policy in advance of my renewal. On Aug 20, I followed up and spoke with agent Diego R****** regarding the jewellery portions of my policy. I had previously held coverage in the amount of $65000 and listed 3 pieces that exceeded the basic coverage value of $6000 per piece. I advised Mr. R****** that I had obtained revised appraisals for these 3 pieces and needed to review the value of my jewellery coverage. Mr. R****** and I discussed the new valuations and the amount of my existing coverage total for all jewellery combined. Mr. R****** tabulated the values and advised me that my total jewellery coverage was too high and had been so for the last few years. I was displeased with this as my premiums had, therefore, been higher for this period of time for no reason. I advised him that I needed the appraisals on file to be updated and that I would email the new documents, per his instructions, to facilitate this. He advised I would receive an email response once this was completed. I sent the email as directed. On Sept 1, I received my policy documents from Square One and I noted some issues with the valuations. I also noted that I had not received an email response regarding the updated appraisals. On Sept 2, I spoke with Eran A**** at Square One. During this call, two issues were confirmed: 1. The valuations reflected in the updated appraisals I'd sent to Square One on Aug 20 were never updated despite having been received by Square One. 2. The valuation of my jewellery was inaccurately identified by Mr. R****** during our call on Aug 20 as he failed to account for the need to add PST and GST to the values. These issues meant that my premiums would be increasing to account for both of these mistakes by Square One. I expressed my displeasure and requested a call from a supervisor. On Sept 3, 2022, I spoke with Hanson W*** (team lead) and identified another error with number of bathrooms since 2020.

  Customer Answer

  Date: 09/09/2022

  I am seeking a refund for the monthly premiums I overpaid due to Square One adding a bathroom to my policy.

  I am unsure exactly what this amount would be, but it would be approx. $7 per month for 24 months. I am also seeking to be refunded for any over payments to premiums related to my jewelry. This would have been for a period of time similar. 

  

  Business Response

  Date: 12/09/2022

  Hi, Mr. *******.

  Thank you for taking the time to share your feedback. And, I sincerely apologize for the incorrect information provided to you by our agents. I understand that you spoke with Jas S*****, our director of sales, and your concerns have been resolved. Should you have any further concerns, please feel free to contact Jas (jas.s*****@squareone.ca) or me ****************************** directly. 

  All the best,

  Daniel M*******

  President + CEO

• Initial Complaint

  Date:02/08/2022

  Type:Order 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.

  Hello,
  My family have an insurance policy #****** with paid and including the legal protection policy.
  So, my partner got some issues at work, and we have contacted the Square Insurance to claim it. All payment have been done on time and directly to Square One Insurance only, so we do not have any connection to any service provider under our policy, as we believed in the Insurance company service, however, the Company has different view related just to collect money and provide zero service.
  
  Our first claim was # ******* in May 2022, so, the agent should be Dylan T*******, Claim Analyst, from **** Legal Solutions Inc. The Agent has never contacted us in any way.
  
  Our claim was second claim is #: ******* in July 2022, as my partner has been attacked at work, the Agent is Elena L****, how requested all documents, and.... that it. she stopped to contact us, she offered to call us, and she never call, we called her, left our voice messages, she never contacted.
  We sent an email to **** to ask to change to someone else.
  Our request has been ignored by ****.
  Our calls to Square One Insurance have been unsuccessful, they offered to change our insurance policy by cut down the legal payments, but, they should refund all payments plus interest and compensation for not providing offered service.
  Now, we are looking for other insurance company, as we see as the Square One Insurance has collected money, in case of claim event, they could highly likely do cover nothing.
  We do not need any refund, we have accepted their offer in around February 2021, including their legal service as a part of our insurance policy, we did pay nothing to Agar, so, the Squire One Insurance should resolve any issues with their service provider, at least to change the service provider to some one reliable.
  Thank you

  

  Business Response

  Date: 02/08/2022

  Hello, Mr. ********

  I'm sorry to learn that you're disappointed with the service received from Square One's legal protection insurance provider. I asked one of Square One's managers to review your file with the legal protection insurance provider. This will take 2 to 3 business days to complete. As soon as I have an update, I'll share it with you.

  Regards,

  Daniel M*******

  President + CEO