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Business Profile

Insurance Companies

Goodcover Insurance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:02/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Please see my written formal complaint attached.POLICY # FGCHOYARYD19M-01; CLAIM # *****

    Business Response

    Date: 02/27/2025

    Dear Better Business Bureau,


    We appreciate the opportunity to respond to Mr. ********* concerns regarding his insurance claim. At Goodcover, we take all claims seriously and strive to provide prompt and efficient service to policyholders.


    Upon review of Mr. ********* claim history, he initially reported the incident on January 30, 2025. Our records indicate that Fortegra's claims adjuster, *** ****, reached out to him on February 4, 2025, when the claim was assigned to her, at which time he was informed of the necessary documentation required to process his claim. While we understand his frustration, she has not received all the required supporting documents necessary to move forward with his claim assessment.


    We respectfully disagree with the assertion that there has been a lack of responsiveness on our part, or the part of *** ****. The team has been awaiting the completion of the required documentation, and as per standard procedure, and cannot proceed with claim evaluations until all requested documents are received. If Mr. ******** believes he has submitted the necessary paperwork, we kindly request that he resend the documentation to ensure it has been properly received.


    We remain committed to resolving this matter as soon as possible and encourage Mr. ******** to provide the outstanding documentation so that the adjuster can complete the claim review. If further clarification is needed regarding the documentation requirements, he may contact *** to for additional guidance or refer to her email from February 5,2025.


    Please let us know how we can assist in facilitating the resolution of this claim.

     

    Thank you,

    Goodcover Member Experience

  • Initial Complaint

    Date:08/02/2024

    Type:Product Issues
    Status:
    Answered
    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 June 3, 2024 I received my final statement from GoodCover ,(last payment was on 5/4/2024 in the amount of $7.14) . company in which I had my renters insurance policy.I did not renew my policy going forward.I then received numerous emails about of a new policy being issued , I did not reply for I did not wish to renew policy.On May 12, 2024 I received another email stating my policy would not be renewed. But a replacement policy would be offered and was asked to review and accept changes . I did not.. my policy was not being renewed and I was not going to get a new one.On 6/4/2024 and 8/02/2024 GoodCover debited my account for $20.63 both times totaling $41.26 falsely debited .. *** contacted them several times about this and that I did not agree to or give them permissions to renew or debit my account for any new policy

    Business Response

    Date: 08/26/2024

    Please see complaint #******** attachment

  • Initial Complaint

    Date:03/31/2024

    Type:Product Issues
    Status:
    Answered
    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 have had GOODCOVER Renters insurance for a year. Paying between $6.00 - $7.47. In February, I was informed that I needed to update my card on file so I did that.Just to be told after the fact that my policy amount will be $12.67 starting on 03/21/24.I saw on the plan things that I will not need but now able to edit.I was informed that my POLICY EXPIRES 03/21/24.I stated to the agent that I will not continue service and I will keep the service until the policy ends on 03/21/24.THE REMAINING BALANCE ON MY ACCOUNT WAS $7.00 SO THAT WAS REFUNDED BACK TO ME.Instead of refunding me & allowing my policy to end on 03/21/24, I was OVER CHARGED EARLY!GOODCOVER charged me $27.67 ON 03/08/2024 INSTEAD OF 03/21/24.POLICY EXPIRES 03/21 LEAVING ME WITH A CREDIT OF $7.GOODCOVER DECIDED TO CHARGE MY OTHER CARD 13 DAYS EARLY TO GET $27.67 ON A $12.67 POLICY THAT SHOULD HAVE NEVER STARTED SINCE I STATED, I NO LONGER WANT COVERAGE AFTER 03/21/24. I have requested for my ************ for a CANCELLATION EMAIL since they cannot know longer be trusted. I have contacted my credit union NFCU and spoken to the ********** about these bad business practices and I will be reporting GOOD COVER to the ****FEDERAL TRADE COMMISSION Monday morning! I never allowed my new card to be used/charged for a new policy. That card was for the old policy. If the plan would have been $12.67 on 03/21/2024, then why charged me $27.67 on 03/08/2024 before the previous policy ended? I had a credit on the previous policy so I didn't owe anymore money. I received a refund from GOODCOVER FOR $7.00 on previous policy that expired 03/21/24.I want a full refund for $27.67 or they are going to be reported to the ***ATTORNEY GENERALS OFFICE AND THE **** THAT'S OVER INSURANCE COMPANIES LIKE THIS. The Text message also states that I am not renewing Licensed in AZ #**********, CA #0M20813, GA #******, IL #**********, NV #*******, NY #PC-1829582, OH #*******, PA #******* and TX #*******

    Business Response

    Date: 04/17/2024

    Thank you for the opportunity to reply to ******************** complaint concerning being charged for a Renters policy renewal. The insurance industry is mandated by state law to inform policyholders about premium increases. ****************** was told about the renewal fee in writing well before the payment was due. Members must consent to automatic payment at the policys start and renewal for continuous coverage, according to the terms and conditions they agreed on during the application process. I want to clarify that anyone who disagrees with the terms and conditions can terminate the application process immediately. The policy increase, the initial month's premium fees, and the timing of account charges were all communicated to ****************** before any premiums were received. We are happy to resend those documents. 

    Best regards,

    *************************
    Member Experience Manager, Goodcover
    Licensed CA #*******


    Goodcover Insurance Solutions, LLC
    Licensed in CA #0M20813
    **************************************************************************************************************

    Customer Answer

    Date: 04/18/2024

     
    Complaint: 21511118

    I am rejecting this response because:

    I have **** INFORMED DELIVERY and not only would I have an email stating I will receive a letter the following day from Good Cover, I would have the letter mailed as stated.

    Thanks to Informed Delivery.

    So the information Good Cover just shared with you was false and able to be proven.

    I am rejecting their response for lying.

    It would have been more professional had he just been honest and that is, he made a mistake and over charged me.

    Not the fee increase.

    And I was billed earlier than the due date if I were going to stay.

    TALK ABOUT THAT...

    Notice that wasn't mentioned.

    If my bill is due on a certain day then that is when I should be charged regardless of an increase.

    Not only was I bill 2 weeks too soon, I wasn't billed my regular fee and after finding out from a live agent the increase, I was not billed that either.

    I was billed over $20 instead of $12 and again two weeks early.

    EVERYTHING I JUST SAID, CAN BE PROVEN.

    I DO NOT LIKE LIARS.

     

    GoodCover is Rejected for being unprofessional and for Lying.

    Sincerely,

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

    Business Response

    Date: 04/23/2024

    Dear ******************,

    Thank you for your follow up. We appreciate the opportunity to address any confusion you may have experienced concern our renewal process and aim to provide clear and transparent communication.  

    First, we are a paperless company, and we use email to communicate important information with our members. We can confirm that on Tuesday, February 20th, 2024, at 9:25 PM, you received an email from us titled "Renters Insurance Non-renewal and Replacement Offer Notice." This email provided you with detailed information about your policy's upcoming renewal, the premium increase, how to decline the renewal policy, and the scheduled date for premium payment collection on March 6th, 2024. We also send a reminder the day before the premium was to be collected on March 5th, 2024, to reiterate the upcoming payment.  I will resent each of those emails.

    The messages also explained that you can cancel your policy at any time. As a Goodcover member, you have 24/7 access to review policy documents and make policy changes, including cancelations.We value your membership and would be happy to welcome you back if you feel that we have been honest in our dealings with you. Please don't hesitate to contact me directly if you would like to discuss this matter further.

    Thank you for understanding.

    Warm regards,

    ****

     

    *************************
    Member Experience Manager, Goodcover
    Licensed CA #*******


    Goodcover Insurance Solutions, LLC
    Licensed in CA #0M20813
    **************************************************************************************************************

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