Complaints

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

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  Zensurance

  111 Peter St Suite 800 Toronto, ON M5V 2H1

  
• 

  Zensurance

  1301 - 200 University Ave Toronto, ON M5H 3C6

  

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:23/05/2025

  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.

  For over 2 month ****** has been ignoring our emails and calls. She has not b en able to resolve a clear and simple request. She has not said that she cannot she just ignores and then dies a small part of the requested updates that are then flagged as incorrect by the company we need to add to our insurance. We have tried to get another broker to help us but they keep bouncing us back to her. She is absolutely incompetent at her job and no one else at the company will help us.

  

  Business Response

  Date: 30/05/2025

  Hello Mr. *******.
  
  I hope this message finds you well. We want to extend our sincerest apologies for any inconvenience and frustration caused by the delays regarding your service request.
  
  We sincerely apologize for our communication and response times not meeting the high standards you deserve. We received your request to adjust your policy on April 24, 2025 and we are currently investigating the cause of the delays. Immediate steps have been taken to review and improve our internal processes to keep our clients updated to prevent such situations from occurring in the future. One of our managers reached out to you on May 27, 2025, to further review your request and offer any additional support you may need.
  
  Please accept our deepest apologies for the delay. We greatly value your trust and satisfaction, and we are committed to providing you with better service moving forward. If there is anything more we can do to rectify this situation, please do not hesitate to contact us at 1-************ or email us at *******@**********.com.

• Initial Complaint

  Date:22/11/2024

  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.

  This company has repeatedly (over the last 3 months) taken out different amounts from my bank account than what my bill is. 3 times, they have left my account in tge minus which then results in 45 nsf fees from my bank. After com0laining to them that I was billed too much, they said they would look into. The next day I checked my account to see if theyve refunded me and to my shock, they took anotger $276 from my bank account! Now Ive repeatedly called in and all I get is tge manager is looking into it..I feel this could be a scam?
  My bill is supposed to be 70 a month and so far Ive paid close to 1000 in 4 months and Im not being refubded!

  

  Business Response

  Date: 02/12/2024

  Hi ******,
  We hope you are doing well and are sorry to hear about your experience regarding the billing issues on your account. We have reviewed your account and all correspondence in detail and wish to provide a summary of the events:
  A new policy was set up effective April 14, 2024, paid by a monthly financing agreement through ******** *** ****** ***. (*****. The financing plan was set up with a down payment of $72.27, followed by 11 monthly installments of $76.02 starting May 14, 2024.
  On August 19, 2024, we received a Notice of Intent to Cancel from ****, confirming the August 14th payment was not successfully withdrawn. At that time, we sent an email and text confirming the missed payment and that $126.02 was scheduled to be withdrawn on August 21, 2024, for the outstanding payment and $50 NSF fee. This email also includes a warning if the outstanding payment is not made, then it will result in their policy being canceled on August 26, 2024.
  We received your confirmation via email that the account can be charged tomorrow. 
  On August 23, 2024, we were notified that the re-debit attempt was not successful. We sent an email confirming this and stating that we would require payment arrangements to avoid cancelling the policy.
  On August 24, 2024, we received your response stating that you did not receive any confirmation, nor was the money taken out, and that you would like to cancel at this point.
  August 26, 2024, we clarified that any withdrawals scheduled on the weekend would happen on the next business day. We confirmed that payment was attempted on August 23rd. 
  On August 28, 2024 we received your email to speak with us to resolve the account. We replied by email clarifying we are unable to cancel a policy that is being canceled by the financing company due to an outstanding balance. We confirmed we would try to assist by requesting the NSF fee be waived and reconfirmed the current outstanding balance of $179.82.
  We received your reply to be put in touch with a manager and to confirm your future payments and coverages.
  A copy of your monthly payment schedule was sent and one of our brokers contacted you to review coverages and answer any questions.
  August 29, 2024 a Notice of Cancellation was issued by ****. This was emailed to you confirming the financing company had requested cancellation effective August 26, 2024 due to the outstanding balance. We confirmed we were not able to waive any further NSF fees as a $50 fee was previously waived as a one-time courtesy. A text message was also sent regarding this and we received your request for a manager to contact you.
  Our manager sent an email later that day clarifying the policy is being cancelled for non-payment and that we are unable to have the policy cancelled based on their own request until the past due balance is cleared. 
  We received your reply confirming you do not wish to cancel and that you are being charged NSF fees when the money is in your account, and asked how we could fix this situation.
  We responded clarifying the outstanding balance and provided instructions on how to update your bank account or submit payment directly to **** to ensure payment was received.
  September 3, 2024 cancellation documents were received from the insurance company. We emailed documents to you confirming the policy had been cancelled effective August 26, 2024.
  September 4, 2024 we received your email stating you could not log in to the financing company portal to make payment. Also stated you are not paying 2 NSF fees as you were told these would be waived and requested the NSF fees be waived before paying.
  September 9, 2024 we clarified that **** was only willing to waive 2 NSF fees which was already done on July 19th and August 23rd. We recommended you call **** directly in order to submit payment.
  You replied this is incorrect and you were told the last NSF would be waived, and asked to speak with a manager.
  Our manager replied confirming 2 NSF fees have already been waived and the financing company is not willing to waive it for a 3rd time, clarifying it is at the discretion of the financing company to decide whether to waive fees. We also requested documentation where we confirmed we would waive the 3rd NSF fees so we could review.
  You replied asking how you owe $176 if 2 NSF fees were waived.
  We replied confirming we would escalate this further with the financing company to see if they would waive one more fee. 
  September 12, 2024 we were able to have **** agree to waive a 3rd NSF Fee, reiterating this is the last fee they will waive this year. We sent an email confirming this and the amount now owing of $129.82. Payment was made on September 13, 2024 for $129.82 which allowed the financing contract and policy to be reinstated effective August 26, 2024.
  September 26, 2024 we emailed you confirming the payment of $129.82 was received and that your financing agreement and policy have been reinstated effective August 26, 2024. We confirmed the balance owing for September is $76.02 and your October installment is approaching shortly October 14th. We confirmed we asked the company to hold off on the September withdrawal so we could confirm when funds were available and requested confirmation. We did not receive a response.
  October 15, 2024 a payment of $152.04 was withdrawn from your account by **** representing 2x monthly installments (September & October).
  October 16, 2024 we received your email asking why you were billed for 2 months? We replied confirming we would investigate this with ****.
  October 17, 2024 we received a Billing Notice from the financing company confirming the October 15th payment did not clear and that the total amount now due is $202.04 representing 2 installments past due and the $50 NSF Fee. In addition, the payment from September 13th for $129.82 which was paid originally to reinstate the contract was returned.
  October 22, 2024 we emailed you clarifying the withdrawal represented the installments for September and October and that $202.04 is the amount now past due.
  We received your reply that you would pay $152, requesting help with the extra charge and confirmation of your future payments.
  October 24, 2024 we confirmed the amount to pay off your account in full is $152.79 and requested confirmation when this could be withdrawn.
  You confirmed to go ahead, and we replied confirming the payment has been setup for October 25, 2024.
  October 30, 2024 we received your e-mail following up seeking confirmation of future payments. 
  October 31, 2024 we replied providing a copy of your account statement including payment schedule. We confirmed the payment that was setup for October 25, 2024 for $152.79 was returned and now the balance to close the account is $105.84, requesting confirmation when we can setup this withdrawal?
  We received your reply confirming it can be withdrawn tomorrow, and clarifying whether payments would be withdrawn on the 14th of every month?
  We replied confirming payments are on the 14th of each month and that we have scheduled the payment for tomorrow.
  November 8, 2024 we emailed you confirming the outstanding balance was received and your policy remains active.
  November 18, 2024 we received a Billing Notice confirming $79.82 was past due after the November 14th withdrawal was unsuccessful. We emailed this notice to you and stated if payment was not received by November 25, 2024 then the policy would be cancelled effective November 25, 2024.
  You replied requesting to speak with someone to address. Stated you called your bank who verified that no attempt for payment was made on the 14th. 
  We confirmed that they are correct, we could see there was no attempt to withdraw on the 14th and that we would contact the financing company to investigate. We also outlined since the payment was not attempted on the 14th the balance is still outstanding and asked if payment could be withdrawn tomorrow? 
  You confirmed yes.
  November 18, 2024 **** withdrew $276.02 to collect the unpaid installments since September 14, 2024.
  November 20, 2024 we received your emails and texts asking why you were charged, requesting money back, and that you are reporting this to BBB.
  We confirmed we would investigate the situation and contact you as soon as we have clarity. 
  We had a representative from **** contact you to explain the withdrawal amount represented all the past due unpaid installments; however, we learned that this call ended due the verbal abuse experienced by the **** representative.
  Our Manager sent you an email later that evening confirming we are aware of the situation and actively working with the financing company to review and would get back to you once we know more.
  November 21, 2024 we escalated the situation with the financing company. **** confirmed the amount was withdrawn since the account was past due on 3 months of installments. The last successful payment was August 26, 2024 so they attempted to withdraw all 3 months past due.  **** confirmed they have the right to demand payment in full as outlined in the finance agreement under #12:
  12. Right to Demand Payment in Full: Agree that at any time after we are in default, ******** *** ****** can demand and has the right to receive immediately payment of the total unpaid portion due under this PA. All remedies hereunder are cumulative. ******** *** ****** need not exhaust its remedies before claiming the total unpaid amount due under this PA from us. The provision hereto is a clause of forfeiture of benefit of the term. Any amount forfeited by us will not constitute a penalty but rather constitute a genuine pre-estimate of damages. This remedy does not affect ******** *** ******’s remedy under section 32.
  As a result of the previous billing history it was agreed that we would notify you that payment in full was required since **** was no longer in a position to continue offering financing.
  We called you to provide clarity on the amount and reason for the withdrawal being for past due installments. The total amount withdrawn represented the September, October & November installments, totaling 3 regular installments and the late fee. An Account Statement was emailed to you which included all of the transactions, returned payments, and NSF fees and confirmation of the remaining balance on the account. 
  We received your reply stating you had paid all the months that we are claiming they did not. You provided screenshots of the first payment attempts on your account along with our September 26, 2024 email confirming your policy was in good standing.
  November 22, 2024 after reviewing the provided screenshots we clarified the withdrawals shared from their bank account were later returned as Non-sufficient funds and confirmed the payment return dates in accordance with the Account Statement provided by ****. We re-iterated since the payments were not successfully withdrawn on the original dates, they were reversed and did not reduce their account balance. We clarified that based on the financing agreement, the finance company has the right to collect on any past due payments without notice.
  November 27, 2024 We received a notice of Cancellation from **** cancelling the policy effective November 25, 2024 since no payment was made. The cancellation was processed providing a return premium of $264.00 + 8% tax which was applied to the financing agreement balance. The cancellation documents were emailed to you along with confirmation that any remaining outstanding balance with **** would be addressed by Zensurance as a customer service gesture. While **** maintains their right to withdraw past due payments without notice, we acknowledge this was a negative experience and wish to support in preventing your account from going to collections. 
  We hope that you are satisfied with this resolution and wish you the best of luck and success in your future endeavors.

  Customer Answer

  Date: 04/12/2024

  
  
  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:26/01/2024

  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.

  I was contacted by zensurance in September that they had a better insurance for my business. I was assured that my other two policies were cancelled and the new one put in place. Ive continued to have money removed from my bank account for these policies from September 20 of 2023 to Jan 24 of 2024 with no resolution. I receive emails from "management" that don't make any sense. I've called and left messages, sent emails etc asking that this be rectified and zensurance continues to remove money from my account after assuring me the issue has been taken care of.
  
  I don't know what else to do other than report this to BBB and hope that I can stop it from happening again. At this point 500$ has been removed from my account from a cancelled policy with proof ** **** ** ************ 

  

  Business Response

  Date: 06/02/2024

  Hi ******,
  
  We hope you are doing well and are very sorry to hear about your experience. We work very hard to provide the best customer service, and your experience should never have been the exception.
  
  Thank you for the opportunity to review and fix this situation for you. In viewing our correspondence, we recognize there have been delays in processing your refund that are unacceptable.
  
  We can confirm that your refund has been processed for both policies, and we received confirmation from the financing company that all amounts paid toward these policies will be refunded in full. A member of our leadership team has been in contact with you on the status of these refunds, which should be available within the next 1-3 business days. We encourage you to contact us if you do not receive these funds within this timeframe so we may check on its status.
  
  We have reviewed this internally and clarified processes across our organization to ensure that none of our customers experience this in the future. We understand the importance of accurately and efficiently managing cancellations for our customers and are deeply sorry for the inconvenience caused with this delay.
  
  We appreciate the opportunity to resolve this for you and look forward to working with you in the future. 
  
  Thank you,
  Zensurance Team

  Customer Answer

  Date: 07/02/2024

  
  
  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:17/11/2023

  Type:Sales and Advertising 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 want to file an official ********** complaint against Zensurance. Despite my request not to renew my business insurance, as I am no longer in business and now employed full-time, they continue to flood me with unsolicited communications, including texts, messages, emails, and aggressive phone calls. I am deeply frustrated and simply want to discontinue any contact from this company without enduring further ********* calls. The previous call from Zensurance, specifically from a woman named Olivia S., was highly disturbing and characterized by aggression. Such conduct should not be acceptable in the realm of business interactions.

  

  Business Response

  Date: 27/11/2023

  Hi Humaa,

  We hope you are doing well and are sorry to hear about your experience. We have removed your contact details and you will not receive any further communication from our business.

  We wish to provide a summary of our correspondence:

  October 30, 2023 - Our first renewal reminder email was sent noting that your policy is due for renewal on December 4th. Within the email, we provide 4 options asking: 
  If you wish to renew the policy based on no changes to your business?
  If you do not wish to renew your policy?
  If there are changes to your business to be considered?
  If you have any questions or would like to change your coverages?
  
  November 13, 2023 
  - We did not receive any response and sent a follow-up email and text message on the same day for your response.
  - Later that same day you replied by email stating you did not want to renew your policy. 
  
  Nov 14, 2023 - We replied by email confirming that your policy would not be renewed, you will not be charged for payment, and a broker would be reaching out in order to confirm the cancellation.
  
  Nov 15, 2023 - We received a text message that you do not want the insurance to be renewed including the use of profanity
  
  Nov 16, 2023 
  We replied by text confirming that your policy will not renew and a broker will be reaching out to confirm cancellation
  
  Later that day we made an outbound call confirming that your policy would not be renewed and we would send an email for confirmation, and stated the type of language used in the correspondence with our team was not language that we accept. Unfortunately, profanities were used again on the phone and the call was promptly ended.
  
  Email confirmation was sent that your policy would expire on December 4th and that canceling the type of policy you had would mean that there would be no coverage for any claims received, including for previous work done while the policy was active.
  

  We hold our staff accountable to treat everyone with respect, empathy, and professionalism. We are passionate about our people and do not feel it is acceptable for any of our team members to receive communication including profanities. We respectfully request any individuals using profanity in their communication stop so that we may continue working professionally to resolve the situation.
  

  Our approach after receiving multiple messages with profanity was to call you to ask you to stop communicating with our employees in this manner and inform you about the impact of canceling the type of insurance coverage you had for your business. We understand a phone call may not have been your preferred method of communicating in these circumstances and regret we were not able to resolve this directly in a positive manner. As your broker, it is our responsibility to inform you about the impact of cancelling your policy along with sharing the options available to protect your business after shutting down. As previously mentioned, we will be removing your contact information and you will no longer receive any communication from us. 
  

  We wish you the best of luck and success in your future endeavors.

  Zensurance

  Customer Answer

  Date: 27/11/2023

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

  This is not true. No profanity was used against the representatives. I was being ******* constantly and simply told them to stop ********* me. 

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

• Initial Complaint

  Date:13/07/2023

  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've sent many complaints to Zensurance and **** about the lack of customer service that they have provided post-purchase. Zensurance is saying that the case is closed and told me to tell the other side that it's closed and then I hear differing information from the other side. The information is all in the emails that have gone back and forth between the two companies, please look into this, as each interaction with them just takes more time and energy without a good resolution.

  

  Business Response

  Date: 21/07/2023

  Hi *******, 

  We hope you are doing well, we wanted to reach out and provide some further insights into your **** coverage and your account with Zensurance.We understand that you are frustrated with what has transpired with your **** claim. We have reviewed your account and all correspondences again and wanted to provide some clarity on this situation.
  
  **** & Zensurance
  - **** is a legal expense coverage provider
  - Zensurance is an insurance broker
  - **** has authority to handle any legal expense claims submitted by insured clients, and because of the sensitivity of these claims they do not provide details to Zensurance on how the claims proceed except when escalated or denied
  - As **** does not share updates on these claims, Zensurance keeps these claims closed within our Zensurance system and they do not impact any client's renewal
  - **** handles these claims entirely separately from Zensurance, so a claim may be open and have counsel assigned, but the claim would be closed in our Zensurance system
  - Zensurance does not handle these claims and does not have authority to close a claim on behalf of **** or make any determination of coverage
  - Any complaints made against **** relating to how a claim has been handled should be submitted via *****************@****.ca directly.
  
  Regarding your Claim:
  - You reached out to Zensurance over December 2022 through April 2023 with complaints about your **** claim, and we shared details of the available complaints processes, the process to cancel your policy when requested, and connected with **** to try to escalate the matter
  - **** had asked for a confirmation of how you wished to proceed on your claim, as the assigned coverage counsel had proposed a settlement offer
  - Per the policy, if an insured does not agree with the advice of the assigned counsel, the claim shall be closed and a complaint can be submitted
  - In your emails you indicated the settlement suggested was too low, and the counsel assigned felt a higher offer would not have a reasonable chance of success, so they needed a confirmation from you if you wished to proceed or close the claim
  - Per ****, they did not receive a clear confirmation of this during the period of December 2022-April 2023, thus the claim remains open
  Regarding your renewal:
  - You reached out to us in June to advise that the claim with **** was impacting your renewal
  - We confirmed it was not impacting your renewal, as we keep the **** claims closed in our Zensurance system, but that we could not confirm if the claim remains open within ****'s system. As mentioned - **** handles these claims entirely separately from Zensurance and they do not actively share their claims statuses with us. 
  - We reached out to **** on behalf of you, and they advised they connected with you in June and that you were proceeding with the claim
  Next steps:
  - The claim remains open with **** unless you confirm to them you wish to close it - we as your broker do not have authority to close the claim on their end, nor make any coverage decision
  - We recommend sending a detailed letter to **** with a cc to our team and your assigned legal counsel about how you would like to proceed with the claim - unfortunately, we do not have control over their response times but we can try to escalate if there is any unreasonable delay
  - We would be happy to schedule a phone call with yourself and **** to avoid further back and forth emails or any confusion on the status of your claim; we can ask that a specific manager at **** be assigned to ensure consistency in all future responses. Please let us know your availability so we could schedule a call with you when you're free. 

  We hope that this helps provide clarity on the situation.

  Please let us know if you have any questions.

  Customer Answer

  Date: 21/07/2023

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

  Some of this information is not correct.  

  I told Raegan that the case is closed in June.   I have been told by Zensurance that the case is closed multiple times and I would like to proceed with that information.  I didn't receive Stacey's email (not sure who this is) until recently and I did not respond to her by her 'deadline,' so the case is closed.  Raegan told me to email the lawyer to close the case, which I did and this has not been actioned as per my last emails.  

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

  

  Business Response

  Date: 01/08/2023

  Hi *******,
  
  Definition of **** & Zensurance:
  - **** is a legal expense coverage provider
  - Zensurance is an insurance broker
  - **** has authority to handle any legal expense claims submitted by insured clients, and because of the sensitivity of these claims they do not provide details to Zensurance on how the claims proceed except when escalated or denied
  - As **** does not share updates on these claims, Zensurance keeps these claims closed within our system and they do not impact any client's renewal
  - **** handles these claims entirely separately from Zensurance, so a claim may be open and have counsel assigned, that would be closed in our Zensurance system
  - Zensurance does not handle these claims and does not have authority to close a claim on behalf of **** or make any determination of coverage
  
  Please note that at no time did Zensurance request **** to close the claim, advise ****'s appointed counsel to close his file, or make any decision as to the coverage of your claim; nor did we confirm **** or their counsel had closed your claim. We have only confirmed that the claim is closed within our Zensurance system from the beginning as **** handles their claims separately. As mentioned previously, **** will only close the claim based on your request to do so, or they have the option to close the claim based on them not receiving a confirmation from you that you wish to proceed with the claim (at their discretion). Since you have been in touch with **** in the past few months, the claim had remained open as **** has not received explicit instructions from you on how you would to proceed. We are sorry to hear that you have not met certain deadline(s) mentioned by the claims analyst, Stacey, assigned to this file as you have indicated in your emails but we can confirm the claim had remained open in the past few months as we were still hoping to receive further instructions from you.
  
  However, since you have indicated in your latest response to **** on July 21, 2023 and your response here to BBB that you have emailed the counsel assigned to this file, ***, to close your case, we have reached out to **** and can confirm that **** will now officially close your case per your request. 
  
  We truly hope this provides clarification and we are happy to assist if you change your mind / have any further questions. Kindly note we cannot advise you on the best way to proceed, as this is completely your decision. 
  
  Thank you.

  Customer Answer

  Date: 23/08/2023

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

  Per my previous emails, Zensurnace had told me months ago that the claim was closed.  As I have paid Zensurance and not **** directly, I followed what they told me to do.  This has continually been a very poor customer experience as you have not listened to your customers.

  
  
  
  Sincerely,
  
  
  
  ******* 

  

  Business Response

  Date: 25/08/2023

  Dear *******,
  
  We appreciate the feedback you have provided our team. As we have previously indicated, Zensurance is an insurance brokerage, that acts as an intermediary between our customers and the insurance company.  The insurance company (****) facilitates the claims process directly, and we are here to assist the client with explaining the process and advocating for them where we can. At this time, there is no further action from our end. Should you want to discuss this matter further, please reach out to us directly and we would be happy to assist in any way we can. Thank you!

• Initial Complaint

  Date:06/07/2023

  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.

  Frequent ignorance/attitude from customer agents trying to force me to buy new insurance, threatening to take my money and cancel my current insurance.
  Refusing to contact back regarding my multiple requests to remove the PAD agreement that I no longer authorize but seemingly they try email me all the time trying to force me to buy more insurance through a company I would never go through again. They have absolutely lost a returning client!
  Frequently telling me wrong totals, telling me how much will come out of my account then a higher amount comes out causing me to get more fees. Seems planned to me! I want all fees removed. I am supposed to pay $169 a month yet I was charged almost $500 this month alone which caused me to contact my bank and order a stop payment. They also claimed the system doesn't allow or recognize the use of credit cards or debit visas to make payments which in the end was also a complete lie because I tested it myself and it was correct.

  

  Business Response

  Date: 12/07/2023

  Hi ********, 
   
  We hope you are doing well. We wanted to provide some further insights into your policy and account with Zensurance. 
   
  We understand that you are frustrated with what has transpired with your account regarding the withdrawal of your payments. We want you to know we have reviewed your account and would like to provide some details regarding your payments and coverages.  
  
  Regarding Your Payments:
  
  Your account for financing was set up on the policy start date - March 31, 2023 and the financing company ,IPFS, has taken a Down Payment of $405.77 which was re-processed on April 6, 2023 for the full amount and IPFS waived the $50 NSF Fee in honor that it takes a few days to sort out finances with a new policy being put together.
  For Payment Arrangements with IPFS, they will process it on the dates notified in the Notice of Acceptance that was sent to you - if the 30th falls on a weekend (Saturday/Sunday/Statutory Holiday) the payment is moved over to the following business day - in your case for April 30, 2023 this was a Sunday and the following business day was May 1, 2023 and that is why the $169.27 was charged on May 1.
  Your payments have been set up for $169.27 monthly and remain at this amount - however, IPFS will charge a $50 Non-Sufficient Funds Fee anytime a payment is missed, while providing 10 days notice to make a payment arrangement before cancelling the policy. If 5 days have passed and no payment arrangements have been made, IPFS charges a 5% late fee (5% of the installment amount). 
  At this time, since Insurance is an ongoing coverage for any policy holder, there is no way to put a stop on our end for any payments scheduled with IPFS; they do not allow it unless there is a cancellation either initiated on your end or by the insurance company. In the case you need to rearrange payments, these can be setup promptly with at least 5 business days' notice so that IPFS can process the request with your bank. 
  Any Stop Payments that are setup from a place where you bank would also result in a $50 Non Sufficient Fee on your IPFS Account as they are not receiving the funds (you are still owe that amount to IPFS and the Insurance company). As mentioned, arrangements can be made but ample notice needs to be provided. Stop Payments do not negate the contract and the amounts you owe, they are just a temporary stop from your bank's side until you are able to sort out the payment with the owed company/vendor. 
  We know you were also concerned with **** Debit payments and Credit Cards - IPFS does take Credit Card payments however, they do not accept **** Debit Payments because at times as all banks process **** Debit transactions differently and IPFS has had incidents where payments show as missed or not processed after many days causing missed payment notifications to your insurance company, therefore we do not encourage or advise clients to use **** Debit as this could potentially cause problems in future payments.
  Regarding your last payment, our team member, Garth, has sent a Notice of Intent to Cancel issued by IPFS to make payment arrangements and ensure that there is consistent coverage on your policy, as insurance companies will cancel the policy for Non-Payment in the case that a policy is not paid for. To ensure that we can accommodate payment arrangements as quickly as possible we have sent out the notices and tried to contact yourself regarding a payment arrangement.
  In Conclusion, unfortunately IPFS cannot stop payments when they are missed and are authorized to cancel the policies as well which was mentioned at the time you had signed up with this policy via the Checkout Link that was sent to you.  
  Regarding your Coverage:
  
  As mentioned prior, we can confirm the Quote provided is based on a Class 3B Laser and not a Class 4 - understandably these are not the same thing, however, the pricing point for a Laser Operation is higher than any other portion of coverage. We know you have mentioned you carry your own Malpractice Liability and General Liability policy, however, insurance companies are very specific and they will not cover the fire insurance for the Laser Equipment unless they also carry the Malpractice and General Liability for that laser equipment. That is a rule setup on their own end so we don't have any leeway to change this requirement.
  Regarding your sub-contractors; essentially the way sub-contractors work with your insurance company is that the subcontractor is not accounted for on a price point, if they have insurance (as you mentioned they do). However, their operations still need to be listed on your policy as you are hiring them to do work as a business you cannot do - regardless if they are great at what they do there would still be a liability as the business hiring them towards you. Only employees of your business would have a cost associated with adding on the policy and you mentioned there aren't any employees so this was not associated with the cost.
  We have consistently tried to ensure that we reach out as promptly as possible. In an attempt to resolve the concerns you have had with response times, we have tried to arrange phone calls but we understand that you are busy and were not available so please advise if you prefer emails/text messages/phone calls and moving forward we can ensure that this is not a concern. 
  We understand that processing and reviewing this information has been frustrating for you, and we are also trying our best to provide you with great service. We do want to provide you with a few options available for you to consider: 
  
  The insurance company has noted and reached back and is requesting that we must make the changes as we have been advised/notified of the salon portion and your sub-contractors so there is a push on their end to ensure that your business is adequately covered. On the insurance company's side they are unable to only cover a portion of your business as an Independent Contractor and provide you with a policy that only covers a portion of the whole business. In the case you do not want to proceed with the changes, they also have the ability to end the policy with 15 day notification to their discretion which we are trying to avoid and hoping we could work out a better solution for yourself and your business.
  Regarding your payments, you do have the option of completely paying out the entire IPFS account and no longer having to worry about monthly IPFS Payments. We can set this up for you if you prefer this method and invoice for the policy changes and remaining all at once. Otherwise, if you prefer, you can remain in the IPFS agreement but the payments would continue to be charged on the 30th (it will be moved to the following business day if the 30th is on a weekend (Saturday/Sunday) or on a Statutory Holiday).
  If you prefer, we can also change the IPFS Payment Date to another day within a 10 day limit before or after the 30th.
  We understand you've mentioned you added a Stop Payment to your Bank Account for payments. But as we have mentioned above, any payments that do not go through because of non-sufficient funds or a stop from the bank would still result in a $50 NSF Fee. Once we make a change of payment dates we request that you remove the stop payment - for your June 30, 2023 payment if it is not cleared, this would also result in a $50 NSF Fee and a 5% Late Charge for any payment arrangements not made within 5 Days.
  As mentioned prior, we really do appreciate your business and do want to continue to work with you, however, if you are dissatisfied and prefer to work with another brokerage we can cancel your policy effective the date you sign a cancellation document and close out your Policy and Financing Agreement. We would hate to see you go so please let us know if the above two options are your preferred method instead! 
  We hope that the information provided has proved to be insightful and brings clarity on this matter for you. We are happy to address any further questions or concerns you may have.
   
  Thank you for your feedback. Please let us know if you have any questions.
  
  Thank you.