Complaints
This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,670 total complaints in the last 3 years.
- 1,196 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/07/2023
Type: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 called to file a claim on November 11th due to a dryer fire. Unfortunately not only did it affect the laundry room but it ruined everything in my living room & kitchen caused by the water damage from the sprinkler system that went off. The floors were completely lifted to the point you could not walk on them, they had to be replaced. The walls were destroyed from all the smoke damage and had to be repainted. We were living in a hotel for a total of 19 days. I sent them a list of items that were completely destroyed. Plus I had all of my receipts for most of all my items because my husband and I believe in keeping receipts. They are now stating they will only give us a certain about for these items. This is beyond unacceptable. This is why people pay yearly for renter's insurance is to be protected. We've been dealing with ******* but she is not making this process any easier for us. I've been texting & calling every day to get answers but nothing. I need a supervisor or manager to get back to me. I'm beyond frustrated & mentally exhausted from everything and HIGHLY DISAPPOINTED with Assurant. I would not recommend this insurance company to anyone.
Business Response
Date: 12/19/2023
The business responded to this complaint but has asked that its response not be published.Customer Answer
Date: 12/19/2023
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:12/05/2023
Type: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.
On November 6,7,8,9 and 10 of 2023 I received a communication from "******* *******" an employee of "assurant card benefits" she is the administrator for an insurance claim I made under my mastercard policy.
She denied me my claim and requested I fill out a form for the stolen items that only had three spaces for stolen items. I had 20 items stolen.
On November 6th I asked her in an email and informed her I had a disability and have "cognitive deficits" and that I could make "mistakes in documentation"
I asked her for assistance and clarification on my insurance claim process multiple times including November 10th when I asked "the form you sent me only has a space for three items"
I also emailed the company "assurant card benefits" known as "assurant in" and ******* ******* asking her and the company an accommodation to my disability including more time and clarification and assistance with their confusing forms and software. They did not respond and have denied to cover my insurance claim.
This business is obviously denying my insurance claim and taking advantage of my disability for their financial gain. I have filed a human rights complaint and informed the rcmp. I believe this company does not uphold Canadian values and is *************.Business Response
Date: 12/18/2023
The business responded to this complaint but has asked that its response not be published.Customer Answer
Date: 12/19/2023
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.. Please withdraw my complaint in full. Thank you
Sincerely,
***** *******Initial Complaint
Date:12/03/2023
Type: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.
Phone was returned on 7/8/23 as part of an insurance claim. USPS Tracking #**********************
Not until September and with no contact from Assurant, was I billed by my carrier for the phone stating it was never received.
Upon discovering this billing, I contacted Assurant right away via ******* (my carrier) and they assured me it was an internal error, the phone had been received on 7/24 but not scanned and a credit would be issued within 5 business days. My carrier told me it would take THEM, as a 3rd party, at least 30 days to process this credit. I was expecting it no later than November.
On 12/3 I contacted my carrier to follow up as I have not seen the credit. We again contacted Assurant together, I spoke to Michael first who gave me some mixed info. He told me the system had noted back in AUGUST that the package had arrived "empty". He also confirmed he saw the notes from my call in SEPTEMBER where I was told the phone had arrived but had not been scanned and that credit would take 5 business days. He had no explanation for the conflicting information, confirmed noone had attempted to reach me about the issue and escalated the call to a manager. I then spoke to a manager named Tracy who was adament that the package arrived empty, that this was noted in their system in September, after my call and that there was nothing ANYONE could do. She claimed that the company does not have an avenue to dispute the charges and suggested I file a claim through USPS as my only resort.
USPS does not allow me to file a claim as their tracking info shows the package was delivered.
I have included tracking info that shows delivery was made and pictures of the phone inside the sealed package with the tracking number showing. They received the damaged phone and refuse to credit me for it. I will now likely have late fees added to my account.
If the package had been tampered with, a claim should have been filed with USPS right away and I should have been informed timely.Business Response
Date: 12/14/2023
December
14, 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business responded to this complaint but
has asked that its response not be published.Customer Answer
Date: 12/19/2023
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, as long as I receive the credit, which I have yet to be able to confirm. I was told on the phone by assurant that it can take up to 2 months to be issued on my bill. As long as the credit is received within 2 months, I will consider the matter resolved.
Sincerely,
***** **********Initial Complaint
Date:11/27/2023
Type: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.
On 8/31/2023 I filed a claim for a broken phone. On 11/22/23 I received a notification that I will be getting billed $****** for an Assurant Salvage Non Return of a cell Phone on claim #********. The damaged phone was mailed using the envelop and shipping label provided by Assurant. The USPS tracking ********************** shows that it delivered on 9/18 at 4:34 pm York PA and was signed for by D. Mathis. I had received emails stating that if I did not send the phone back I would get billed. When I contacted Assurant they agreed that the package had arrived at their warehouse and that they have been very busy and that the package has not been found and processed yet. I contacted them again on 11/21 and they still had not found the package and would look for it. I was then told to try back in a few days. I contacted again on 11/25 and was told that my package had been opened and the device was not in the package. I would need to follow up with USPS if I wanted a resolution. USPS told me that this has been happening and that it is most likely that Assurant is trying to rip me off. They let me know that the insurance on the package was only for $*** and that it would not cover what I was being charged. They opened a case for me #@********. Assurant has stated that I need to figure this out with the carrier and that there is nothing they can do.Business Response
Date: 12/05/2023
December
5, 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 12/05/2023
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:11/17/2023
Type: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.
Had purchased a warranty protection policy for a ** Washer. It was a 3 year plan which I paid $****** for. Never had a claim until Sept., 2023. Service came and said to just pull the plug to reset the unit. That did not work. Paid $** for standard deductable. Called again for same issue and a different serviceman came and determined the problem to be the main control board and possibly a pressure sensor. He ordered the parts which were in stock and requested approval.
Approval was denied. Said the repair was not cost effective and they would send me a check instead. The repair parts and labor which are covered under the agreement amounted to about $******.
I am estimating the check they will send will be around $**.
That is not acceptable. I paid for the 3 year warranty and should be entitled to the repair. This company others warranties. Sometimes they **t no claims and other times claims could be more. The is the business they are in. Don't inform the customer that the repair is not cost effective.Business Response
Date: 11/28/2023
November 28, 2023
Better Business Bureau, Inc.
Southeast Florida and the
Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 11/30/2023
BBB:
I did receive a call from ***** regarding my complaint and we did discuss it at length. ***** was very understanding and offered all that she could under Assurant's policies. She explained Assurant's terms and although I now understand, I am not pleased. All I wanted was the washer to be fixed. They would not be able to do that. *****'s response to the BBB is accurate and correct.
I did inform ***** that I would not purchase any future policies from them and may, after review, cancel my existing policies on other appliances we have. She understood and said that could be done if we wished.
I consider the complaint to be closed. I thank the BBB for all their assistance.
**** *******
Initial Complaint
Date:11/13/2023
Type: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.
Assurant is a subsidiary of *****, which I use for my auto insurance. My upcoming quote as the time was high so they suggested adding their renter's insurance to lower my quote. I called in, left my credit information and said I had insurance already. That I wanted to hold a quote. The combined rate turned out to my much higher than my current auto/renter's insurance.
A few days later I noticed that they charged me for the $*** annual fee (August 8th). I immediately contacted them to cancel & refund my fee and reached out to my bank to dispute the payment. The dispute process took quite a while of time approx. 2 months while Assurant refunded me $****** (they charged me for 1 day of service which I did not make an issue of). Assurant would mail me at least one time (sometimes 2) a week requesting immediate payment. I folded as they constantly bombarded by trying to jump in the middle of the situation with Assurant and my bank. I contacted my bank 3-4 times to close the dispute and that I should keep the temporary dispute credit. I then paid Assurant $*** (Sept 26th) on the condition that they would no longer pursue the dispute. They agreed and claimed they removed my payment info from their systems. However, my bank closed the dispute in their favor saying that they were owed $***. I spoke w/ my bank and said that Assurant was entitled to and had access to the original $*** payment in August.
I opened another dispute with my bank over the new fee and I won that one. But then Assurant charged me $*** again (Nov 8th). I was going to dispute this again, but we're going in nothing but circles. They should take the dispute money from the initial 8/8 payment and leave me alone as I will never use them for renter's insurance. Please help me get a refund, delete my info/payment so that I don't have to speak with them again. Thank you.Business Response
Date: 12/06/2023
Attached please find our reports and supporting documents.Customer Answer
Date: 12/07/2023
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:11/09/2023
Type: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.
On October 19 2023 my mother placed a return device in the packaging sent by assurant insurance. She then placed the packaging in a secure outgoing box in her senior building that is located in front of security not including the postal worker is the only one with the key. On 10/31 I receive an email that the package was not received. I contact the post office only to get a email stating we have been having issues with assurant to contact assurant back. I contacted assurant only to be told well we don’t have it. Both the post office and assurant are saying we don’t have it. ******** states they have nothing to do with it. Assurant says you will be charged **** for the replacement phone. I don’t understand how I am responsible if it was picked up by a postal worker. Then no one is trying to assist me or be accountable. I even asked well can I return the phone you sent and I can just purchase another phone since the payments can be broken up for a new phone in 24 month increment vs placing the entire **** on my bill at once. They basically said no and we don’t have it. I have been a customer for over 10 years and for them not to come up with a better solution that is positive for the customer and company is really bad. On the ******** site there so many people that state they are going through this or been through this. I need help to get a solution that is feasible for both parties.Business Response
Date: 11/17/2023
November
17 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 11/20/2023
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:11/08/2023
Type: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 is a complaint also having to do with ******** ****** as Assurant is their 3rd party insurance agent. I had been having an ongoing problem with my phone a ******* ***+. which I had taken to a ******** ****** store everyday, some times 3x a day, because of not being able to make calls.. I have a complaint going on with Spectrum, because they wouldn't replace the phone, The phone continues to say, I HAVE NO NETWORK, intermittently all day long. ******* told me that I would have to go through the insurance that I have been paying for every month. Assurant, first denied my claim on Nov. 6th, because they said the equipment had BEEN ALTERED, DEFACED OR SERIAL # REMOVED. The phone is about 8mos old, still new, I AM 73YRS OLD, I HAVE NOOO IDEA HOW TO DEFACE A PHONE. I went back to the store, Nov 7th. The manager, *******, read the e-mail and attempted to talk to Assurant SEVERAL times to let them know the condition of the phone was still like new. I was told someone would have to open the up phone to for all those things to be true, ******* continued to talk to Assurant, they told her that I had to put in another claim. *******, the manager, tried to resolve the issue by trying to TRADE THE PHONE IN, the Spectrum system continued to say that I had to go through Assurant. Finally we put in another claim and I said the phone HAD BEEN LOST, BECAUSE I DID NOT HAVE A WORKING PHONE AND THERE SEEMED TO BE NO HELP FROM ASSURANT, NO MATTER WHAT WE DID. I to pay ****** for another phone. That is OUTRAGEOUS. Assurant is the company that I have insurance for my phone and I followed the right steps to have the phone replaced and I KNOW THAT I SHOULD NOT HAVE TO PAY FOR ANOTHER PHONE. I would like a return of my money $*** for a phone that I should have gotten because my phone was not working. The Spectrum store told Assurant that the problem WAS INTERNAL AND THE PHONE HAD NOT BEEN DESTROYED. The second was only because I didn't have any choice. I WANT MY $*** RETURNEDBusiness Response
Date: 11/19/2023
November 19th, 2023
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 12/08/2023
December 8th, 2023
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 12/11/2023
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:11/07/2023
Type: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 October 6, 2023. I logged into my Assurant account and saw that it was arbitrarily canceled. Even though my policy was paid in full I contacted the representative they assured me that it was a computer glitch and that my policy was paid in full and would renew for a fourth year on October 5, 2023. I have attached a copy of that email confirming This communication. Please note that the email is grammatically incorrect with an enormous amount of typos which is unusual for an insurance company.
When I logged into my account November 5 to pay it, it was canceled yet again. This was a Sunday Monday morning I contacted Assurant I was disconnected four times. Finally I got to speak to a representative who insisted that I owed money, even though they could not provide me with an outstanding invoice, either online or via email, and I acquiesced to buying a brand new policy and paying twice as much money. I received email confirmation of the brand new policy and added it to my existing account. I’ve now logged into my account and it shows that the policy is not existing and that there is another computer glitch. I’ve attached a copy of that screen page as well. How Assurant it is allowed to practice and sell insurance in the state of Florida I have no idea I’m reporting this to Better Business Bureau for unusual and unethical business practices. I am a senior citizen, and I feel as though that this is absolutely taking advantage.
I am requesting that my previous policy be immediately reinstated and that my payment schedule be Back to where it was and that I refunded the extra premium that I paid yesterday for the new policy that is not existing after reinstatement . I am requesting an immediate callback and email confirmation from Assurant because I do not trust their verbal agreements. Required to have this insurance for my landlord and this is the only carrier that I’m able to choose.Business Response
Date: 11/21/2023
Attached please find the completed response.Business Response
Date: 12/12/2023
see attachments.Customer Answer
Date: 12/12/2023
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. As a caveat, I have attached a letter documentary once again, the events that took place. This policy has been enforced for three years with no incident whatsoever until they change their policy and internal computer system. Nonetheless, in the interest of moving forward, this matter may be closed.
Sincerely,
****** ** *******Initial Complaint
Date:11/02/2023
Type: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.
Assurant First Extended Contract Services did not reimburse me for work done on my car at ******** *** in Montpelier, Vt 8/30/23 that was covered under my car's extended warranty contract. (Contract #********)
I have made several phone calls and I keep getting a run-around, telling me check is in the mail, etc etc. It was approved for payment on 9/26/23 according to the second call I made on 9/28. My last and 4th phone call was today and their customer service person told me the check had been cashed, but could not really confirm that. I have had the postmaster at my post office checking for this check daily and it has not been received or mailed. I've been placed on hold for over an hour and every time I call I get different responses, different reasons for not receiving this check, and their customer service was rude and condescending. At this point I think they are just scamming me and they need to be reported. I paid $**** for this warranty and they need to pay me for work done and for the contract that I purchased. PLEASE help!! Their # is **************, press 1 and my claim # is ******1.
Thank you, can you please help us?Business Response
Date: 11/10/2023
The business responded to this complaint but has asked
that its response not be published.Customer Answer
Date: 11/15/2023
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,
***** ********
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