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Business Profile

Insurance Services Office

HUB International

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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HUB International has 6 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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:11/28/2024

      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.
      Got my Hub renewal this year and was shocked ***********/****** hit me with a 49% rate increase with no claims on my house policy in 23 years. Apparently my renewal was not sent to Hub first to review. Contacted Hub International for an explanation and after almost 2 weeks no reply to my email. Insurance increases are regulated here in ******* so I filed a complaint against Hub/******/Northbridge with the government regulator .Doing that sure got return contact quickly in motion.Really unfortunate I had to push that hard but Hub is very difficult to communicate with. The phone system seems designed to prevent you from reaching anyone easily. Getting a direct cell number did not work either with no return contact at all.A woman kindly reached out from *********** /Zenith to explain the increases after 3 weeks of effort with Hub for answers with no luck.Somebody looked at an old ****** earth picture of my house and decided it looked like I did not do my house maintenance. My previous garage door exterior was shot but still worked in the old ****** street picture. ******** suggested if I submitted new pictures to Hub they might be able to put me back to preferred rates.Sent updated street view pictures with my new garage door installed last year and was told I could go back to preferred rates. My policy renewal had multiple mistakes including a vehicle I did not own added and a pink slip for it. Looks like a common problem online for Hub customers with a data transfer at *********** /*******I was given an updated amount in writing of ******* which I paid once I got what I thought was the final amount.I asked for the total amount but did not realize I was being told about a payment schedule as I was overdue now. I was overdue due to the fact it took 3 weeks of effort to get any customer service response from Hub/Zenith/***********

      Business Response

      Date: 01/06/2025

      see attachment

    • Initial Complaint

      Date:12/20/2023

      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.
      applied for umbrella policy - I paid $1627.15 on Nov 9 - received notice of cancellation from ****** Ins (the umbrella policy) Nov 15 - we informed HUD and we are still waiting for refund

      Business Response

      Date: 02/13/2024

      We have identified the internal contact at HUB who services this account. Weve asked him to reach out to his client and rectify this situation.

      We will update you when it is resolved.

      Marni

    • Initial Complaint

      Date:07/11/2023

      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 may 26 2023 i made a payment to Hanover ins thru hub international for a auto policy 10 days later they cancelled me .due to the fact of nonpayment when my next bill should not have been due until June 9th. when i spoke with ***************** i was informed that I was mailed a series of letters thru hub which were never sent out to me explaining discrepancies. Had hub international mailed out these letters my insurance would not have cancelled. They could have easily rectified the matter by admitting fault to the underwriters and got the policy reinstated, instead they tried selling me a new policy. Also i spoke with hub international on a recorded line twice before cancellation and they never mentioned anything about any missing paperwork or a upcoming cancellation the just took my payment twice over the phone.

      Business Response

      Date: 08/31/2023

      Dear **************:

      We appreciate your time in bringing your concerns to our attention through the Better Business Bureau. We are committed to addressing your concerns in a timely and effective manner. We sincerely apologize for our delay in response as your case has only recently come to our attention. We want to assure you that we take your concerns seriously.  We understand the frustration that can arise from discrepancies in billing adjustments.  Our team is currently conducting an investigation to gather the relevant facts regarding the billing adjustments in questions. We are reaching out to the insurance carrier and are reviewing the transaction history and any supporting documentation.  Once the investigation is complete, we will promptly provide you with a response outlining our findings and proposed solutions, if applicable.

      Thank you for your patience through this process.

      Sincerely,

      *********************, Esq.

      Counsel
      Hub International Limited

    • Initial Complaint

      Date:03/08/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 recently transitioned our benefits broker to Hub International. In working with them for a short time, I have had a number of account questions related to our medical benefits. All of which, I called our carrier first for, and they redirected us back to our broker. Our broker is thus responsible for facilitating the relationship. I have asked for very simple things, just account contacts and how to pay our invoices on time to our providers, etc. The person I met with originally, The ** of Benefits at HUB, has entirely ignored my emails and often does not respond to them. We've lost our medical coverage now because invoices went unpaid, because our broker never showed us how to pay our invoices. We're also not getting mail/notifications because they will not fix the account contacts to the appropriate information. I'm so discontent with their practices, I've asked to be transitioned to another account manager-- which they did not honor/follow up with me about. I don't even know what to do next because they care so little about their customers, this is the only thing I could think of.

      Business Response

      Date: 05/03/2023

      We have reviewed the communication to us on why our services did not meet the customer's expectations. We are committed to addressing their needs with regards to this client and this situation, we have provided guidance and resolved the situation. We will continue to work with the customer to find the best employee benefits solution that suits their needs.
       
      Please let me know if there is anything else I can provide you with.
       
      Marni

      Customer Answer

      Date: 05/04/2023

       
      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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