Complaints
This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,663 total complaints in the last 3 years.
- 1,192 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:12/18/2023
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.
We filed a claim on my wife's phone. The store we scheduled with did not have the part. They referred us to another location which Assurant claims was not in their system. The repair was never completed and we would like our $** deductible back.
Business Response
Date: 12/28/2023
December
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The business responded to this complaint but has asked that its response not be
published.Customer Answer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: 01/02/2024
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:12/12/2023
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.
Around September 19th my dishwasher started leaking(a pump had busted) I filed my claim through lowes protection plans and they have sent 2 different companies to fix it. Both of which won't show up or answer calls. I have called in multiple times and have been told they will escalate it to buy out the dishwasher because of the problem. I never got calls back that were promised or emails. When I called in today, I was told they'd call or email me in 2 business day. They did and the email said that I need to contact the company to schedule an appointment for it to be repaired. THE COMPANY WILL NOT ANSWER THE PHONE OR CALL ME BACK. it's been 3 months and my dishwasher is still not fixed and every time I call I get a run around about it.Business Response
Date: 12/21/2023
December 21, 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: 12/27/2023
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:12/11/2023
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 provides a warranty of repair for the fridge I bought from ******. Assurant contracted with, and sent out a repair firm unable to affect the repair. Assurant then offered third-party/non-network option of repair from a firm I located. I found **** ********* (************). **** ********* needs the Dispatch Work Order number from Assurant before proceeding. I called Assurant back and they won't provide a Dispatch Work Order number until they hear from the **** ********* technician calling on site, from my home. This is an impossible catch-22...
I want my refrigerator fixed by 12/16, or I want the full purchase price of my refrigerator and ineffectual warranty ($********) refunded by 12/16.Business Response
Date: 12/22/2023
December 22, 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: 01/04/2024
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.
Although Assurant continues to fail to live up to its promises (providing an explanation of the payment), I am tired of their excuses and am closing this chapter. THANK YOU for motivating them to respond!!!
Sincerely,
***** *****Initial Complaint
Date:12/11/2023
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 purchased an extended warranty on my new refri**rator in 05/2018, paid $2***** for a 5 year covera**. Then in 03/2023 my refri**rator stopped working, I forgot that I had purchased the warranty since it had been several years since the purchase. I got the refri**rator repaired by the ** appliance service for $******. After I did that, I remembered the extended warranty I had and reached out to Assurant for a reimbursement. After several emails over several months, they finally responded that because the repair was unauthorized they would not reimburse. I would think that a reputable warranty company would understand my mistake and honor the reimbursement. I provided an invoice of the repair and payment. Back in 2018 I was rebuilding my home from flooding during Harvey, it was a stressful time and I honestly forgot about my warranty. I would appreciate Assurant reconsidering and reimbursing me for this repair.Business Response
Date: 12/28/2023
December 28, 2023
Better Business Bureau, Inc.
Southeast Florida and the
Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be
published.Customer Answer
Date: 01/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *********Initial Complaint
Date:12/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I have paid for phone insurance ($** per phone per month) through Assurant, Inc. for many, many years. We have never used it up until November 22, 2023. We filed a claim through Assurant, Inc., paid $***, and they sent us a replacement phone as well as a pre-labeled package to return the damaged phone in. The directions were to: place damaged phone in the pre-labeled box (with tracking number included) and drop off the package at any USPS drop box location within 10 days of receiving the replacement phone. On November 28, 2023 at 11:10 AM, I dropped off the pre-labeled package at USPS in the blue box outside the post office.
On December 6, 2023, we received an email from Assurant, Inc. saying they have not received the phone and if we do not send it back, they will charge us for the phone. I tried tracking the package and the tracking number did not work. I called USPS on December 6th and filed a claim. I went to the post office and talked to a manager there. She said there had been no break ins to the box. They take all the mail from the box and send it to the mail distribution center and scan it there. I called and submitted a claim for video footage to prove I dropped the package off at the blue box. I am waiting to hear back from them regarding the video footage. I then submitted a Search Request with USPS. I am waiting for information regarding that request as well.
I called Assurant, Inc. customer service and was told that we will be charged for the phone since they haven't received it. I explained the situation and was transferred to "supervisors". They said that ******** is the one who charges us for the phone, not them so I need to call ********. I told Assurant, Inc. that I will not be paying for the missing phone because I followed ALL directions and did my due diligence to try and find the package. The four customer service representatives I spoke to did not even try to resolve the issue.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: 12/15/2023
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,
***** ****Initial Complaint
Date:12/10/2023
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 charges customers for "non-return" of a damaged device even when they receive the packaging the device was sent in. Package WITH damaged device was mailed on September 8th. Assurant received the package in their warehouse on September 9th. I didnt learn of the missing device until December 7th. Assurant has poor communication practices, poor customer service, commit theft from paying customers by taking money because of their poor business practices. Their only "resolution" is recommending filing an investigation with USPS, but considering I didn't receive any communication from them for more than 90 days, USPS can't help since it's beyond their 60 day window, so it falls on the customers to just eat the erroneous charges.Business Response
Date: 12/21/2023
December
21, 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: 12/27/2023
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:12/09/2023
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.
I filed an insurance claim on 09/29/2023. I received a replacement phone the next week. Two days after receiving the replacement phone I shipped my broken phone to Assurant's warehouse. I used the prepackaged label that they provided me. On 12/06/2023, I was charged ****** for the phone that I returned. I've called several times yesterday and today to dispute this charge. The second time I called, I was told that my phone was located in Assurant's warehouse. The lady made a note of it and said there was a system error that prevented Assurant from locating my phone by using the tracking number. She put me on hold to get authorization for a refund from her supervisor. The call dropped. I have called several times since the call dropped. No one will put me in contact with her, acknowledge the notes that she's written, or try to find the returned phone by any other means than looking up the tracking number. Their reps have talked to me like I'm 3 years old. I have been insulted, not taken seriously, ignored, and disregarded. Christmas is in two weeks and I have a choice, pay the phone bill or get Christmas presents. If I don't pay the bill, T-Mobile they will disconnect the phone lines. My wife and I need our phones to work. I will be switching to Verizon if they don't resolve this issue and ruin Christmas. I will also be going on a social media campaign to inform everyone about this injustice, and try to find enough people who've been wronged by this company (there are lots) too start a class action lawsuit.Business Response
Date: 12/15/2023
December
15, 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
Re: *****
****** - Complaint ID# ********
The business responded to this complaint but has asked that
its response not be published.Customer Answer
Date: 12/20/2023
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: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,
***** **********
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