Complaints

This profile includes complaints for East Street Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  East Street Insurance

  225 S East St Indianapolis, IN 46202-4002

• 

  East Street Insurance

  PO Box 1250 Indianapolis, IN 46206-1250

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.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 car insurance premium increased from $162 to $273 without any formal explanation. When I called to find out why, a rep named Zenediah B******* stated their company was compromised by some of their insurance agents and in order to avoid their company going bankrupt they had to increase everyone’s policy up to $100. Zenediah also stated the company couldn’t notify their clients because that would dip into their money issues further by sending out paper copies.

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to address the concerns
  expressed by ******* ********. We value feedback and appreciate the
  opportunity to address any concerns.
  
  First and foremost, we want to assure you that our company
  remains committed to maintaining financial stability and providing reliable
  service to all our customers. The recent increase in *** ********** insurance
  premium reflects a companywide rate adjustment of 25% in ****, designed to
  ensure continued coverage and support for our policyholders amidst changing
  economic conditions.
  
  We understand the importance of clear communication and
  apologize if *** ******** felt uninformed about these changes. As someone
  enrolled in our paperless program, notifications regarding policy updates are
  provided through our online account management system well in advance. We
  encourage *** ******** to regularly check this platform for the latest
  information concerning her policy.
  
  Our commitment to serving our customers is unwavering, and
  we are dedicated to addressing any concerns *** ******** might have. If
  there are any additional questions, please let us know. 

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  First of all, the company admitted to the allegation that they caused me to drive uninsured for three months. Furthermore, they never addressed their initial attempts to cover up their error or the attempts to force payment for the period of exposure to potential criminal prosecution. Finally, while they have phone records documenting my attempts to remit payment, they claim that payment was not received solely due to my failure to act. This is factually inaccurate. 

  
  My sole request for compensation is to account for the difference in estimated payments between a continuous coverage policy and a policy showing lack of continuous coverage.  As an aside, it remains odd to me that they still, to this day, think that subjecting a customer to potential criminal prosecution and financial ruin should be completely overlooked.

  
  Regards,
  
  
  
  ***** ********
  
  

  24 I contacted them trying to clear up the mess and make a payment. I was told to hold off until the $500 charge could be removed. After texts saying I owed $750+ dollars, I finally received a bill for $321. This was timely paid and I received notice that I needed to reapply for insurance. I received the application on 2/27/25 and called them. The policy payment was more than $100 higher. Why? Because the policy reflected not having continuous insurance for the prior six months. They wanted me to pay for their incompetence. It gets better. Despite the communications in December, signing a renters policy, making a payment and reapplying, I was told that the policy was cancelled in December while they were still telling me to hold off on paying until the payment amount could be straightened out. Now, regardless of anything else, I’m paying nearly double because my “lack of continuous coverage”.

  Business Response

  Date: 04/14/2025

  *** ********** chosen mode of payment was EFT. Attached is a
  copy of the invoiced amounts of $171.47 for the two auto policies for February,
  March, April, and May 2024. Unfortunately,  *** ********** bank returned
  the May deduction and representation (notification is attached). Based on the
  returned items, the account was removed from EFT and updated to a 'direct pay'
  payment method. As no payment was received for May, *** ******** was next
  invoiced for $425.14 with a due date of 7/11/2024.
  
  With the 7/11/2024 payment not being received,  on
  7/16/2024 non-payment cancellation triggered for both auto policies. The two
  auto policies were then canceled for non-payment effective 06/22/2024 (copies
  attached). Following the auto policy cancellations, payment of the $425.14 was
  received and posted on 07/18/2024. Both auto policies were reinstated effective
  as of the payment date of 7/18/2024. However, as the funds were insufficient to
  pay the needed amount due to policy **********, it lapsed effective 7/18/2024
  (letter attached).  *** ******** was then invoiced with payments due in
  September, October, and November, but only for policy **********.
  
  Policy ********** was reinstated by underwriting with a
  letter to the insured dated October 28, 2024, with a reinstatement effective
  7/18/2024 (see attached).  *** ******** was then invoiced a total of
  $453.65 due in December, which included the premium for policy ********** from
  7/18/24 to the current date. As this balance was not received, *** ******** was
  invoiced with a January due date of $704.99 (invoice attached).
  
  Thank you for the opportunity to respond to *** **********
  concerns. 

  Business Response

  Date: 05/19/2025

  Thank you for your continued
  communication regarding *** ********** complaint. We have reviewed the
  additional comments, but no new information has been presented that alters our
  initial response. If *** ******** has further questions or require additional
  assistance, he should reach out to his agent, Anthony H****, at ###-###-####.

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The insurance company’s admission that they cancelled coverage for three months without cause, refused to even apologize for exposing me to potential arrest or license suspension for driving without insurance, attempted to have me pay for the coverage after the fact, and then increased the policy amounts due to their error remains unresolved.  Furthermore, while they claim to have cancelled coverage in December, they email and text me every month indicating that I still have a policy with them.  That fact by itself demonstrates the complete lack of competence of the company.
  
  Regards,
  
  
  
  ***** ********
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  File a renters insurance claim . The company isn’t willing to handle the complaint professionally I have reached out to my claim adjuster she refuse to contact me by phone which I have requested through email text and vcml .. I have clothing that should be deemed a loss but they continue to wash the solid textiles and I’m getting low balled on the TV make n model isn’t being compared correctly . I spoke with a manager who blew me off I want to say his name was Jason . He said it’s not a disaster but all of my clothing smells they keep offering to wash it I have went out to buy clothing for my children . They are just taking clients funds and not providing them with results. It’s 8 medium boxes full of smelly clothing and they will not give me reimbursement for these they keep offing to wash them this is the second time they are coming out today to do so but I still haven’t received a call from my claims adjuster Angela or any thing from her direct manager Brandon I have a blanket that has been damaged because they are washing it and drying causing the end to deteriorate which it still smells like mildew

  Business Response

  Date: 10/31/2024

  I appreciate the chance to respond to *** ******** concerns.

  This claim concerns water damage to the contents. **** ** *****, certified in textile restoration, has cleaned the textiles. *** ******
  disputes this. We have since sent **** back to examine her contents with her.
  Regarding the TV, Property Office Claims Representative Angela H****** is
  reaching out to confirm when and where she purchased it, along with the model
  number so that we can verify our evaluation.

  Thank you.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have received documents pertaining to signing up for a renter's insurance agreement from this company operating as "East street insurance" in the state of **** that are fraudulent. I did not take out a policy with this organization for the presented dates of 9/24/24 and 9/25/25. This was not my doing and therefore is not my financial responsibility and violates terms of service. When I called, I spoke to a customer service representative, since the agent assigned to me is always absent from communications, and she then transferred me to a supervisor who was supposed to be ready to answer and did not. His name is Scott. I left a voicemail to have my call returned and still have no answer. This will escalate to legal recourse if this company does not respond.

  Business Response

  Date: 10/01/2024

  Thank you for
  the opportunity to review the documentation on a renters insurance policy for *** ***** ********. Prior to receiving this complaint, we received contact from ***
  ******** and spoke with him last week on this matter.  
  
  Agency Manager
  Drew K**** spoke to *** ******** on Sept. 25, 2024, regarding his concerns
  on receiving information on a renters policy from East Street Insurance. ***
  ******** requested proof that no policy was issued as he was not interested in
  the policy after reviewing the quote. *** K**** stated he would research this
  further and respond back, asking *** ******** if a payment was made on the
  policy, which *** ******** confirmed no payment was collected.
  
  After a
  discussion with Agent Noah S****** and an office associate on Sept. 25, ***
  K**** contacted *** ******** back on Sept. 26, confirming that no active
  policy had been issued to him for a renters policy. A system issue on our side
  caused us to have to open a new policy to cancel the original one. *** K****
  assured *** ******** there was no policy issued and no premium owed. We
  apologized to *** ******** for the confusion this caused him.
  
  Please let us know if you have any additional
  questions regarding this matter. 

  Debbie E******
  East Street Insurance

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 automobile was in a accident fully insured by this company. They are refusing to pay the damages can't even get a return phone call out of them.. need help getting this ready resolved. The repair shop said it was 8 ,000.00 in repairs and can't guaranteed the safety of vehicle after.

  Business Response

  Date: 07/17/2024

  Thank you for the opportunity to address ****** ********
  concerns.  On June 5, 2024, *** ****** reported being involved in an
  automobile accident involving her **** ******* *******.  During our recorded
  interview regarding the facts of the accident, *** ****** advised that she had
  just picked up a ******** order and was actively logged into ******** at the
  time of the loss.  *** ******** auto policy number ******* contains
  exclusionary language for Liability, Medical Payments, Coverage for Damage to
  Your Auto, Underinsured Motorist, and Uninsured Motorist Coverage while the
  vehicle is being used as part of a transportation network platform. 
  Because *** ****** was actively logged in during the accident, no coverage
  applies from policy *******.  I have attached a copy of the letter mailed
  to *** ****** on June 19, 2024.

• Initial Complaint

  Date:05/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 applied for a auto policy with
  East Street Insurance on
  Thursday Dec. 21st, and made a payment on the early morning hours on Friday Dec. 22nd, 2023.
  My bank processed the payment.
  I received confirmation of the policy but no ID cards via email.
  I called the East Street Insurance number provided early, before noon on Friday Dec. 22nd, 2023.
  Upon speaking to my assigned agent, not only was she extremely rude but insisted that they hadn't received the payment yet. So I said you mean East Street Auto Insurance hasn't debited my account ? She said it appears to be that way. I said that's weird because I received a text from my bank it was processed. Getting frustrated with me She insisted it hadn't been paid. I told her I would call back later.
  With the holiday season I got busy doing other things. Eventually, Saturday evening I logged into the East Street Auto Insurance Company website only to see there was no longer a policy for me. I looked at my bank statement and their debit had "disappeared". I tried calling their 24 hour hotline only to receive a voice mail stating that they would be back in the office on Tuesday, Dec. 26th !
  Meanwhile, I'm guess I actually have no insurance, right ?
  I ended up signing up with another company I was previously with in December and my policy was approved within 5 minutes, documentation esigned. Done.
  I would suggest to others not to deal with this company. They are too new and customer service is horrible. Just a FYI, they are also associated with some Farmers Insurance place with multiple complaints (see previous complaints). Never again. Zero Stars

• Initial Complaint

  Date:05/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 signed up for auto insurance with this company on 3/8/23. I pay them a reoccurring amount of 174 dollars every month since then. I have not received insurance cards , documents or anything. I had to file an sr 22 and asked multiple times for proof that they filed it and for the documents to be sent over to the bmv so that I could receive my registration and tags. No one assisted me in any of that and I asked multiple times. I would like a refund of the monthly payments and to be released from their insurance. I would like to receive any money I will be billed for during this process as well.

• Initial Complaint

  Date:05/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  When I was first given a quote by this company I was told it would be $290 to start and $250 a mo th tor both my husband and I. I paid the down payment to begin the policy on Jan 9th. I received a letter in the mail (can’t locate in my online documents) stating that they are unable to cover us due to a previous accident I had I. 2021. However, they said they would cover us until Feb 28th to give us time to get new insurance. There was never any mention about a price increase in the policy. I called and spoke to them several times regarding this matter and was sure to ask if I could know how much I owe so I can prepare for it. My agent said he was not able to tell me and “did not know exactly. But I will receive a bill.” I finally get the bill on March 1 for $364 dollars. We were covered for 20 more days so it shouldn’t have been more than the price I was originally quoted. Once I was FINALLY able to reach someone about it I was told there was an increase because of the accident I had. I was never noticed about this and when asked why I was never notified they didn’t have an answer (again). I was given an email to reach out to someone who can help me further and it’s been a week now and still haven’t heard anything. Today I got the charge taken out of my account but have yet to hear from this company at all I want a price adjustment on my policy to be prorated on the price that I was originally quoted because I don’t feel that it’s fair to change it without any notice.