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Business Profile

Insurance Agency

Smith Brothers Insurance

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Smith Brothers Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smith Brothers Insurance has 27 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint 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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    • Initial Complaint

      Date:11/07/2023

      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.
      I have had my auto insurance through ****** **********Smith Bros and recently my insurance changed from ********* ********* to ******* * ****** because it was a lower rate. I was on an automatic payment plan with Travelers and never missed a payment. I filled out the forms sent to me electronically by ****** Insurance to switch companies and I have the confirmation email stating the forms were received on their end. There were many forms, one of which was the authorization for automatic payments from the new company- ******* * ******. I have proof that a payment was withdrawn by this new company in the amount of $301 on 7/29/2023.
      Unfortunately my policy was cancelled due to non payment and I have been trying to reach ****** Insurance to explain to them I have the email confirming I filled out all of the paperwork they sent me which included the authorization for payment.
      I have since paid $277 on 10/27/2023 to ******* * ****** as they sent me a bill for a balance owed.
      My issue is that I filled out and sent back the forms to ****** Insurance and I have tried many times to reach them via email and messages left but I have not heard back from them. Because of this error on their part a policy with a new company is going to be twice as much because they consider me a risk due to non payment. My payment history shows I have not missed a payment and it’s frustrating that this agency is not helping me or even acknowledging my messages. I would like the ****** insurance company to fix my account and to note non payment was due to their error and for them to find another insurance provider for me at a reasonable rate.

      Business Response

      Date: 12/08/2023

      Hello, we have reviewed our files and below is
      an outline of what our records show.

      Policy was
      remarketed and written with ******* * ****** along with adding an HO4
      (tenants’ policy)Combined savings $901.00.
      Quotes sent to Mr. ****** he agreed to move
      forward with the change. Applications were sent to client
      electronically along with authorization for downpayment  of  $301.00
      for the auto and $24.00 for the tenant policy. Client signed paperwork allowing
      for ACH down payment.

      On 9/17/23  the carrier sent a notice of cancellation due
      to non payment eff. 10/11/23 for outstanding balance. On 10/11/23
      Account Executive sent a lapse letter to client confirming the policy was
      cancelled for nonpayment, no response from insured until 10/19/23.  Mr. ****** stated he did
      not intend to let policy cancel . Account Executive requested reinstatement
      from ******* *** ******, they agreed to reinstate with no loss letter  and
      $715.00.  This was a one-time exception and had to be executed by the end
      of day on 10/19/23. An email was sent to Mr. ****** outlining this. He
      left a vm after hours on 10/19/23.  When
      VM received the next morning, Account Executive called carrier back to get
      authorization to continue with reinstatement and it was declined.  The
      offer was only good until the end of day on 10/19/23. We called  ******* *** ****** to rewrite the policy as New
      Business and again they declined.  We
      also quoted other carriers, however, because of the canc. for nonpayment the
      only market we had was Plymouth Rock and the premium was $10k.  Insured never replied to the new quotes.

      Please let me know if you need any additional information.

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