Complaints

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• Initial Complaint

  Date:04/10/2023

  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 was insured with RGI Inc for auto and tenant insurance in January 2022 to December 2022. I received a new credit card and informed one of their employees who was my contact, ******** ******* regarding the change. ******** told me to complete over the phone. All communication was completed over email, however, they can not keep an email with my credit card, therefore I had to call in the change on file.
  
  This to my knowledge was completed. A few months went by and I realized that my card was not billed and I emailed looking into. I also, sent an email and several voicemails to review about my renewal. No one responded.
  
  I found another contact for RGI and an email was sent by ********* ****** who informed me that ******** no longer works there. I had to follow up and ask again, if I was still covered as this has been ongoing without any contact for months. After 7 (September 27, 2023)days I received another response from *********, that ******** no longer works there and my account was cancelled. I responded on the same day to clarify more questions that were not answered.
  
  On October 2, 2023 I still had not received a response and I followed up once again.
  
  October 3, 2023 **** ** ******, emailed me that she is responding on behalf of ********* and provided me a new quote. I learned that although I provided the credit card number and followed up numerous times, ******** no longer works there, but sent a letter to my home address stating that my insurance was canceled. I am not being consequence as this affects my driving record. This is no fault of my own, considering the amount of emails and lack of response from this company.
  
  I emailed ********* again to follow up and once again received a repeated email that my file was closed. There is zero empathy, understand or attempt to resolve the concern. ********* has showed she has zero interest in acknowledging this concern or the fact that I have emailed of attempting to reach a past employee for months. I have requested to speak with someone else, but to no surprise, ********* has not responded. I require car insurance. This is is an error on their employee and can be reversed.

  Business Response

  Date: 16/10/2023

  Our communication with **** began on March 31, 2022 when we sent an email advising that her credit card information needed to be updated with her insurance carrier.  We sent a follow up on April 12, 2022.  On April 12, we provided updated information to the insurance company who advised that the credit card she provided was declining the charge.  We called and gathered another card number on April 13th, this card also declined.  A member of my team, once again advised **** that this had occurred via voicemail and requested her to call with updated information.

  *** sent out reminders on April 25 for this information as well. On November 17th @ 4:09pm **** signed for two registered letters from *** notifying her that her policies would be cancelled for non payment if she did not respond prior to December 11, 2022.

  On September 27th, 2023 **** reached out to me looking for her renewal policies.  I advised that she did not have a policy with us as it was cancelled for non-payment but I could offer her new policies and I provided her with quotes.  My staff and I have spoken with **** daily since then.  We have counselled the insured on the events that transpired and provided all information that is mentioned in this response.  We have also notified of all of the attempts that were made from our end to prevent this from occurring.

  On October 11th, **** requested us to set her up with another auto insurance policy...I feel we have performed more than our due diligence in this case and have complied with all aspects of an insured being cancelled for non-payment and then requesting another policy.

  Should any documentation be required, feel free to advise, it is all stored in our broker management system.

  Sincerely,

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