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Business Profile

Insurance Software

Xilo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Software.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/01/2024

    Type:Order Issues
    Status:
    Unanswered
    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 a contract with this business, they did not perform well, last year I requested cancellation of the contract, they said I was too late I had to give a 90 day notice. And I had to keep the contract for the year They had **** request to cancel in their possession this year they renew the contract refusing to cancel the contract their computer system is worthless, they did not provide acceptable level of information.My bad for not canceling more than 90 days in advance. But this time they had a whole year of notice!

  • Initial Complaint

    Date:04/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased package 8/1/2022 - special came with 7 users. 8/16/2022 submitted ticket because View in PL Rating button was not working. Button was fixed on 8/22. Discovered agent intake forms did not include View in PL Rater button in submission email. Agents would have to log into XILO to manually push data in PL Rating. IT contact suggested we use customer facing forms (Auto, Home, and Bundle) and that IT was working on new agent forms. 8/25 submitted ticket because customer forms not working. IT created new forms. 9/30 Agents not getting submission email. IT said it happened because field was not chosen. Field was not required on form. Asked IT to make all PL Rating fields mandatory. Also leads were being assigned to only one agent. 10/6 IT created customer forms for each agent. 10/7 submitted IT ticket fields not working on some screens, required PL Rating fields not showing as required on form, not getting submission emails. IT created new forms. 10/10 submitted IT ticket for 2 home fields still not showing as required. 10/18 asked IT when forms would be *********/24 forms ready to use. 10/25 submitted IT ticket with video because button not working on form. 11/2 IT still investigating. 10/26 emailed sales rep because account showing 5 users instead of 7 and additional forms not available in account. Rep increase users and would make sure forms were added. 11/3 got email from production team asking for feedback. 11/11 met with production team to give feedback and listed our issues including Agent forms not having PL Rating button, and home address mapping issues. Info would be passed along. 2/3 emailed sales rep requesting cancellation with 30 day notice. Received email from ******************* that XILO does not offer preterm cancellation. 2/22 met with **** discussed issues and sent email followup. 2/27 req meeting with ****. Discussed issues again and would present to accounting. 3/1 got email from **** that a founder wanted to meet **. 3/2 Founder couldn't make it.

  • Initial Complaint

    Date:11/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Xilo's product does not deliver as expected and does not adequately meet the needs of my agency. We attempted to implement the software and found it to not meet our needs as the exist in the present. Their response is to change the way we do business to make the software more useful. I have attempted to cancel this service but they claim their 1 year agreement is final and they will not cancel the account. They are difficult to get ahold of as my initial requests to cancel the product went unanswered for a handful of days. I request the cancellation of the account immediately.

Xilo is NOT a BBB Accredited Business.

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