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:03/01/2023

  Type:Sales and Advertising 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 decided to apply for a super**** for my mother to come to Canada around August this year. One of the requirement was to get her a 100,000 insurance policy which I did with MSG INSURANCE. They told me to purchase the lowest amount with the highest deductibles amounting to 10,000 canadian dollars. The agent I spoke to told me that I change the deductibles ANYTIME and IF my mother will not get a super**** they can refund it 100%. I made the purchased for 2,208.28 cad. It was billed to ******** and I got the copy of insurance policy. In December my mother got a decision she was given a **** but not a super**** it was a V** type of **** which does not require 100,000 insurance policy. I emailed MSG INSURANCE letting them know that my mother got a V** **** and Im getting a refund because she does not need the 100,000 insurance policy. To my surprise, I got a reply telling me that I cant do any refund or amend anything regarding the policy because the policy is already been EFFECTIVE. they asked me proofs that my mother did not get a SUPER**** and so attached to my email was the letter requesting for her passport and a **** Stamp with a V** category. Despite this proofs Ive sent them they did not refund me. They were asking for the entire passport pages of my morther. I replied to them and asked if this is a refund and they said No its not for refund.
  
  We have been going back and forth. They emailed me asking for all the pages of my mother’s passport despite sending them the type of **** she got. They even told me that refund is ONLY possible once I present a boarding pass as a proof that my mother is leaving Canada.
  
  I kept on sending them emails letting them know that this is not what I was told when I first purchased the insurance policy. They replied to me again when I told them I will seek help/ send my complain to ****. I sent them the copy of my mother’s front page passport, her **** in v** category and not pg** for super****.
  
  Someone contacted me by the name of Roman B**** after I put a negative review on their website. He was telling me that I cannot get a refund because my mother’s application is linked/locked with the immigration. I told him that theres no application because a decision has been made and we are not violating any immigration law because the 100,000 insurance policy is ONLY applicable to super**** and my mother does not have a super****. He said I should keep the insurance because its not a denial its a ‘’downgrade’’. I told him, its not a downgrade it was the decision and she was given a v** not a super****. Her current **** does not require to have a 100,000 insurance policy.
  
  He insisted several times and offered a lot of modifications with the policy just to retain the 100,000 insurance policy (which I was shocked because in the beginnng they were telling me nothing could be change nor get a refund).
  
  He was using the immigration like he has access with them and telling me lies. He was asking me to delete the bad review I posted in their website so we can proceed with the refund and give them a 5 star instead. The reason why he was telling me to remove it was because he said I got a discount for giving them a 5 star review which I never did. I did removed it, but he was just going back and forth not giving me the refund I am asking for. I posted it back again on their website. He has been relying false information, misleading details regarding the insurance here in Canada. I can no longer see my negative review regarding MSG INSURANCE.
  
  He (Roman B****) instructed me to compose an email and send it to *********************** stating that I will not complain against the insurance company nor file any claims. I did not do it because I have not got my refund. He sent me a policy refund receipt which contains nothing.
  
  Ive sent them the letter from the immigration where they requested for my mother’s passport and a copy of her v** **** that shows she was not granted a super**** but despite this they are requesting for my mother’s entire passport pages to show that she does not have a super****. They are also asking to provide a refusal letter from the immigration which I doubt I can get because my mother has a v** **** already.
  
  You may check the reviews made in their website and I saw one review stating the same information he was told and it was all wrong and he never got his refund back. We dont deserve this kind of service, we dont deserve to be fooled and it is our right to have the accurate knowledge regarding insurance. They are feeding people wrong, misleading information.
  
  ******** sent an email requiring all passport pages despite the scanned v** **** attached and passport request from the immigration at the time my mother was issued the v** ****. They are also requiring the refusal letter from the immigration which next to impossible to get. They also stated they will issue the refund provided my mother did not travel to CANADA. It is my mother’s prerogative to Travel STILL and the main issue here is she does not have super**** and refund must be processed. I emailed them back and couldnt answer with my questions regarding the request of entire passport pages. Up to now, no refund has been made.
  
  He sent me a refund policy receipt containing nothing.
  
  I believe that things shouldnt be this complicated to get a refund and I am now seeking help to investigate this insurance company with their false information to the public regarding insurance rules and as well for us to get our hard earned money back.
  
  Thank you.
  
  Sincerely,
  
  ***** ********* *******