Complaints

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

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• 

  Arbella Insurance Group

  1100 Crown Colony Dr Quincy, MA 02169-0934

  
• 

  Arbella Insurance Group

  101 Edgewater Dr Ste 160 Wakefield, MA 01880-1255

  
• 

  Arbella Insurance Group

  76 Batterson Park Rd Ste 201 Farmington, CT 06032-2571

• 

  Arbella Insurance Group

  1 Lakeshore Center Suite 102 Bridgewater, MA 02324-1065

  
• 

  Arbella Insurance Group

  240 Bear Hill Road, Suite 106 Waltham, MA 02451-1026

  

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:07/23/2024

  Type:Order 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 received a contract stating my monthly insurance payment would be $252. However, my name was spelled incorrectly. When updating my name, my insurance premium increased to $425, but I was not informed of this change until a month later. Despite canceling one vehicle, I am still being required to pay the full amount due, which is close to the billing date. Now, I am attempting to cancel both vehicles because I cannot afford the increased cost. I was assured I could cancel anytime, and this new price was never agreed upon or quoted to me initially.The first charge of $425 was assumed to be a one-time occurrence for the initial payment. When I followed up in July about the insurance cost, I was informed that the increase was supposed to be communicated to me, but it was forgotten. Additionally, there was no mention of a price increase when my name was updated.Now that I am trying to cancel, I am not receiving any response.

  

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  Better Business Bureau
  5 Mt. ************,
  ***********,** 01754-1927
  
  RE:Complaint# ********
  
  To Whom It May ****************** July 29th, 2024, I contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
  
  We consider this matter amicably resolved.
  
  Sincerely,
  *************************
  
  Contact Center Business Technician
  Customer Service
  **********************
  ********************************************
  Tel: ************************
  fax: ************ 

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I was told arbella Insurance could not do anything about it as it needs to be brought to the attention of bearingstar, I have since submitted a complaint towards bearingstar 
  FAQ
  
  Regards,

  Jasmine

   

   

• Initial Complaint

  Date:07/17/2024

  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 friend called his car insurance for me to get a auto insurance quote for me. I talk to a woman and was told I would get a call in the morning. I waited all day never got a call . late afternoon my friend called and asked to talk to the owner **** but he was on the phone. The women said other people were a head of me and my friend got a little upset and they hung up on him. The owner did call back I spoke to him got a quote was going to pay next day . My friend got a call I can't get insurance because they don't like his attitude. It had nothing to do with me and I didn't get a call my friend did wood insurance **** ma **** they sell for arbella .

  

  Business Response

  Date: 07/25/2024

  June 20, 2024
  Better Business Bureau
  5 Mt. ***********************
  *************** 01752-1927
  RE: Complaint# ********
  
  Dear Sir/Madam:

  
  I would like to respond directly to you regarding your complaint filed with the Better Business Bureau on July 17, 2024. I
  attempted to reach you on July 19, 2024 at the contact information provided on your complaint to discuss your
  experience and offer a resolution, however the information did not lead to a successful connection.
  

  I would ask that you either call or email me directly so that we may discuss this matter in further detail. My contact
  information is listed below.

  
  Best ******************************************************* Business Technician
  Arbella Insurance Group
  **********************
  **************************************************

• Initial Complaint

  Date:06/12/2024

  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.

  The insurance company fraudulently raise the premium by more than 100%. When i contacted the agent to cancel the policy. They delayed the cancellation process. After canceling, I still got charged the another month of premium. When i contacted them back. They still claim that is the penalty for canceling the policy meanwhile they are the one

  

  Business Response

  Date: 06/20/2024

  June 20, 2024
  
  
  
  Better Business Bureau
  5 Mt. ************,Suite 100
  ***********,*******; 01752-1927
  
  RE:  Complaint# ********
  
  Dear Sir/Madam:
  
  I would like to respond directly to you regarding your complaint filed with the Better Business Bureau on June 12, 2024.  We are required to protect your sensitive personal information.  Therefore, a detailed response to your complaint would not be appropriate on a public facing page. 
  
  I would ask that you either call or email me directly so that we may discuss this matter in further detail.  My contact information is listed below.
  
  Best Regards,
  
  *************************
  Operations Team Manager
  Customer Service
  **********************
  **********************
  ********************************************

• Initial Complaint

  Date:05/06/2024

  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 a full coverage policy with collusion. As of right now, I am looking for a new job and have been going to career fairs in other states while also traveling to work on my business and expand it. The suspension snapped on my car while driving. Suspension is covered under the policy. My claim was assigned to **** the adjuster and he has been the most disrespectful, dehumanizing and discriminatory person Ive ever talked to in my life. Pretty sure hes probably racist too. **** illegally had my car moved to an auction center and claims the car is a total loss however, he isnt a total loss adjuster and cant make that decision. The claim is supposed to be assigned to a total loss adjuster for one and for two, he has no documentation with consent from neither myself or the other person on my policy, which means he was supposed to ask me what I wanted to do with the vehicle and where I wanted it towed to. He refuses to fix it despite the fact that it is fixable. An axle and tire isnt a total loss. He also said they were still investigating the claim and they arent sure how the axle snapped, which could have happened due to something hitting it. They are lying and saying it could have been from wear and tear without proof of that. Aside from that, they hired an independent contractor for the appraisal so they havent even had anyone from their actual company look at the vehicle. My car is worth far more than the $2,800 they claim its going to cost to fix, which is a complete lie because *** found someone willing to fix it for $800. They are supposed to provide the funding for the car to be fixed and send me a check to bring to the mechanic of my choice, which they refuse to do. They refuse to finish the investigation properly, refuse to properly communicate, refuse to have it towed out of the auction center that they werent authorized to take it to. I never received a check from them or even an estimate and explanation of charges, which they have to provide to a customer before a potential total loss. Everything they are doing pertaining to handling this matter has been completely illegal. Rather than focusing on the car, the adjuster keeps asking me why Im traveling, which is absolutely none of his business as Im not obligated to explain why Im traveling, especially when Im a legal MA resident, which I have legitimate proof of. I will be taking them to court for discriminatory practices and the refusal to fix my vehicle or provide a legitimate explanation of charges or reimbursement for the money Im about to spend fixing it, which isnt even costing half of the book value of the actual car. Management is careless, illogical and horrible to customers. I have gotten a lawyer involved now. They also said there is a chance a tow truck messed something up while towing the car to the auction center, which the shop and insurance never had the written or verbal authorization to move to begin with. Something needs to be done immediately to rectify this issue. The complaints against this company seem to all have something in common, the company is trying to make money and save money by refusing to help customers when accidents occur.

  

  Business Response

  Date: 05/14/2024

  Better Business Bureau
  5 Mt. *********. Suit 100
  ***********,** 01752
  
  
  Insured:                ******** ************** 
  Policy Number:      ********
  Claim Number:      *********                     
  
  To whom it may concern:
  
  Thank you for bringing this matter to our attention.
  
  Arbella did investigate the cause of the damage to the vehicle.  In question was why the suspension suddenly snapped.  The findings were inconclusive on the Insureds 2011 ******* Tucson. Upon further questioning, the driver of the car did state that he probably hit something causing the suspension to break.  The original appraiser did indicate that the vehicle should be a total loss.  The policyholder was out of state and wanted the car fixed.  She had a mechanic that would repair the car for a stated amount.
  
  Arbella hired an independent appraiser given that the location of the loss was in the State of *******. An agreed repair amount was negotiated with a local body shop.
  
  Arbella has resolved this dispute with our policyholder and has issued a check for the amount that her mechanic has stated it will take to repair her car. Arbella has also had the vehicle dropped off at the location of her mechanic, as instructed.
  
  We consider the matter amicably resolved,
  
  Sincerely,
  
  
  ***************************
  Claim Manager Sr.

• Initial Complaint

  Date:03/04/2024

  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 payment was going to reject to them and the agent I spoke to just told me to let it go through and it would reject and I would be fine. Now Arbella is trying to cancel me and I have had them for over 3 years. I spoke with ***** and ******** there who were of no help and wouldnt even listen. They have failed to provide me with the policy that shows this.

  

  Business Response

  Date: 03/13/2024

  Better Business Bureau                                                                                                      March 4, 2024
  ***********************************************************************
  ***********,** 01752
  
  Insured:*************************
  
  Dear Sir/*****,
  
  I would like to thank you for passing along this information regarding the above matter. Please accept this correspondence as Arbellas response to Ms. ********************************** the 2023-2024 term **************** spoke to a number of our representatives regarding her automatic payment withdrawals, their due dates, and amounts to be withdrawn. After her first unsuccessful withdrawal of $110.00 occurred, we advised her on June 5, 2023 that no second withdrawal attempt would be made and that a manual replacement payment would be required for her to stay on track with her payment plan.
  
  On June 30, ********************************************************************************* a timely manner, preventing a cancellation notice from issuing out. On August 28, 2023 **************** requested we stop her withdrawal scheduled for that same day, a request we are unable to accommodate due to bank processing times.We then advised her to make a replacement payment before 3:30 PM on September 7, 2023 to prevent entering a pending cancellation status, but payment was received on September 8, 2023 at 10:29 AM. As a result her policy entered pending cancellation. She made full payment of that outstanding amount on September 22, 2023 to stay current with the payment plan and bring her policy back to a normal active status.
  
  *************** complaint specifically references a representative assuring her that a withdrawal can be unsuccessful but that the policy will be okay. This is what happened on the above referenced dates as she made replacement payments to prevent her policy from cancelling for non-payment after the reversal of her automatic withdrawals.
  
  I attempted to contact **************** on Friday, March 8th and Monday,March 11th at the phone number she provided to us in order to explain the situation and offer a potential resolution but was unsuccessful in reaching her.
  
  Should you have any questions regarding this matter, please feel free to contact me.
  
  Best *********************************************************** Business Technician
  Customer Service
  **********************

• Initial Complaint

  Date:11/10/2023

  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 account with **********************: *********** I stopped my insurance coverage with Arbella because I moved. My insurance agent also filed a cancellation form.However, Arbella didn't process the cancellation form. They billed me for $72. However, since I was no longer living at the address, I never received the bill. Arbella did not attempt to contact me by any other means.They sent the bill to collections. I want the collection request removed from my account ASAP, as ********************** did not process my cancellation.

  

  Business Response

  Date: 11/21/2023

  Better Business Bureau
  *************************************************************************************************************
  
  
  Insured: *************************
  Policy Number: ##########
  
  To whom it may concern:
  
  Thank you for bringing this to our attention.  Ive reviewed the history on this policy and see that the policy cancelled for non-payment effective September 7th, 2023. At this point, we had not received an address change or voluntary cancellation request from the agency at ************************* Insurance Agency. Over the course of the past week, we have been in communication with the customer and ************************* ********************** Agency to rectify the cancellation. We spoke with the customer on November ********* and at this time he had stated that ************************* Insurance Agency sent him the cancellation paperwork and he will fill it out to have the cancellation corrected.
  
  Once we receive the proper paperwork we will update the policy to reflect the correct date of cancellation. This will also remove any earned premium and we will be refunding the insured with any overpayment made to the policy.
  
  Sincerely,
  
  
  *******************************
  Contact Center Business Technician
  Customer Service
  **********************

• Initial Complaint

  Date:05/09/2023

  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.

  Our vehicle was involved in an accident in December which involved a client of Arbella who was AT fault for the accident. The truck was brought into the body shop suggested by Arbella but could not be fixed until February 2023. ** February of 2023 the truck went into the shop and we were told a rental car would be fully paid for by Arbella in the time it takes for the vehicle to be fixed. Come ****** ****** called ** saying that they needed a card on file to pay for the car and that Arbella has stopped paying for it. We called our insurance (who called and emailed Arbella), we called and emailed Arbella as well and were told that they would pay for the car and that there would be no charges to **, that it was in error. They also told ** they would be paying for the fixes to our truck and that we would hear from the autobody shop about getting our truck back the following week. We did not, and the auto shop informed ** Arbella is refusing to pay part of the services required (alignment) and until they get payment, the autobody shop has our truck. Arbella stated they would rectify this and pay for the rental and the truck. Neither were done, and we have now been charged so far 3750$ for the rental car that they should be paying for and our truck can still NOT be released to ** as they are not paying the bill for the trucks repairs. They have also not paid for our car seat which was ruined in the crash even though all information has been sent to them over and over. They do not answer emails or phone calls and are causing undue stress.

  

  Business Response

  Date: 05/19/2023

  
  May 18, 2023
  
  
  Better Business Bureau
  *************************************************************************************************************
  
  
  Claim#:           #########
  Claimant:         ***************************
  Policy:              ##########
  Date of Loss:   12/1/2022
  
  Dear Sir/Madam:
  
  I would like to thank you for passing along this information regarding the above matter.  Please accept this correspondence as Arbellas response to Mr. ******** complaint.
  
  On December 5, 2022,our insured reported this loss to Arbella. Upon receipt of the loss, the case was assigned to a file handler to investigate the circumstances of the incident. At that time, Arbella did not have details, including contact information, relative to ******************* 
  
  On December 9,2022 Arbella received information from Allstate Insurance, the first party insurer for the ********.  Based on the information submitted it was believed that ****************** had submitted a claim for his damage to his own carrier. 
  
  On December 23,contact was made with ****************** who informed ** that he reported his claim to his insurer, Allstate, in efforts to expedite the repair process.  In addition, he also made an appointment with the repair shop of his choice but his shop would not be able to begin repairs until February.  ****************** advised Arbella that he would prefer to make his claim directly against the Arbella policy.  Arbella assigned an appraiser to inspect the damage to his vehicle.
  
  ****************** also informed Arbella that he had concerns with the breaks on his vehicle and requested a rental vehicle.   Finally,****************** advised the file handler that he would also be making a claim for damage to a child car seat that was in the vehicle. 
  
  The appraisal completed by Arbellas independent appraisal was less than the amount sought by Mr. ******** repair shop.  This difference was related to a good faith dispute relative to the damages sought.  Arbella has resolved this issue with ****************** and has issued payment for the damage to the vehicle and child seat.  Finally, Arbella will pay the full cost of the ******** rental bill when it has been received. 
  
  Should you have any questions regarding this matter, please feel free to contact me. 
  
  
  
  Very truly yours,
  
  *******************************
  Claim Manager
  Arbella Insurance Group
  
  

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  If we were indeed refunded for our car seat we have not received any money for this. Also, it took 55 days of our truck being done and sitting on the lot at fine lines and until such time that we filed a complaint against Arbella before it was rectified. Communication was very infrequent and we were never responded to via phone or email for the entity that our truck was being finished. We have been charged 4000$ for the rental and they claim were being reimbursed which we have not. We discussed with Arbella the diminished value of the vehicle and were told if we make that claim it will be denied, as we didnt have our vehicle priced prior to the accident. However, NH allows for diminished value claims and we have lost value in the vehicle due to Arbellas client.  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/25/2023

  
  May 24, 2023
  
  
  Better Business Bureau
  *************************************************************************************************************
  
  
  Claim#:           #########
  Insured:           #############
  Claimant:         ***************************
  Policy:             ##########
  Date of Loss:   12/1/2022
  
  Dear Sir/Madam:
  
  I again would like to thank you for passing along this information regarding the above matter.  Please accept this correspondence as Arbellas response to Mr. ******** further comments concerning his claim with Arbella.
  
  Arbella issued payment to the ******** for the damage to their car seat on May 16, 2023 for $279.99.  Arbella also issued payment to the ******** repair shop on that same day for $9,680.63.
  Concerning the rental bill, the ******** informed ** that Budget Car and Truck Rental refunded the amount charged to them for the rental.  Today, Arbella issued payment to Budget for $7,438.44, the
  full billed amount.
  
  The ******** have also advised Arbella that they would like to make a claim for the alleged diminution of value to their vehicle due to the loss.  At this time, the ******** have not provided any documentation to support a diminution claim.  Upon receipt of documentation from the ********, Arbella will review the material in order to determine whether any offer is warranted.
  
  Should you have any questions regarding this matter, please feel free to contact me. 
  
  
  
  Very truly yours,
  
  *******************************
  Claim Manager
  Arbella Insurance Group
  

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  Arbella insurance *** cancelling my policy because of an accident - What the h*** are they being paid to do and how can they get away with cancelling people's policies just because they get into an accident?? This has to be illegal and if not why not? I've paid them for almost ************************************************* to the curb with no real explanation of why other than I don't meet their plans. THEY **** !!! This shouldn't be allowable to the insurance companies and the government has to look into this as they prey on older folks with limited funds and they know it !!! I think this is age discrimination as well as consumer fraud and robbery as they are taking monies but not protecting people after they have had an accident then cancelling them because they had to pay! This is obvious fraud by the insurance companies and should be looked into by the government - I am ****** at this whole system of ****** the public and not following thru to help the masses - Arbella and other insurance companies who claim to protect people but cancell them because of a slip up must be stopped from these predatory practices !!!!

  

  Business Response

  Date: 05/09/2023

  Better Business Bureau
  *************************************************************************************************************
  
  
  Insured:           *******************
  Policy Number: ########
  
  To whom it may concern:
  
  Thank you for bringing this to our attention.  Ive reviewed the history on this policy and see that the policy came up for Non-Renewal effective June 7th, 2023. There are many factors that contribute to the non-renewal of a policy. On May 4th, 2023 we reached out to the insured to address these concerns, and advised that their agent who manages their policy at ****** Insurance Agency will be able to provide more information as well as helping the insured obtain the coverage they need going forward. Even though ****** Insurance Agency is the customers independent agent, they are also affiliated with ************************* Insurance Agency.
  
  Any further questions regarding the non-renewal of the policy can be directed to ****** Insurance Agency, who can be contacted at **************.
  
  
  Sincerely,
  
  
  *************************
  Contact Center Business Technician
  Customer Service
  **********************
  

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark

   

   

• Initial Complaint

  Date:03/16/2023

  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 Insurance policy renewed 3-29-2022. My previous policy was for 3 cars a2010 Camry a 2017 ****** Highlander and a2019 ***** Odyssey. The premium was $3620. On or about Sept.15 2022 I called Brown and ***** of Ma. LLC my Insurance agent and stated that my 3 children were away at school, all over 100 miles away and I heard you can get a discount on your Insurance if they are that far away and wouldn't be driving very much. The person I spoke to was *******. She said she would get back to me. A week passed and I didn't hear so I called her. She apologized and said the best they could do is exclude the children on the cars and put them back on when they got home. I explained to her the only car the children didn't drive was the 2017 Highlander and that it wouldn't be very beneficial the other way. She said what Highlander I only have a Camry and Odyssey on your policy. I said please check and get back to me because there were 3 cars on the policy. A few days later ******* called back and said they made a mistake they gave the registry all 3 cars but only included 2 in the policy and that she would just backdate it and everything would be fine. I told her I was not going to pay for the months that the 2017 Odyssey was not on policy. I would pay adding it from that day on. She said she would get back to me and let me know . I waited a few days called and left a message then a few days later got a bill for $2844 policy premium minus $477 for Endorsement -Change 18 minus $99 for a premium adjustment added on to my bill which went from approximately $1868 to$4723.With no phone call or explanation. I talked to 2 Insurance agents who both said I would have not been covered if I got into an accident. So I left another message for ******* saying I wasn't going to pay for their mistake and I would be changing Insurance companies. Arbella is still billing me for $3200.

  

  Business Response

  Date: 03/24/2023

  Better Business Bureau
  *************************************************************************************************************
  
  
  Insured:           ***************************
  Policy Number: ########
  
  To whom it may concern:
  
  Thank you for bringing this to our attention.  Ive reviewed the history on this policy and see that the request to add the 2017 ****** Highlander was submitted by the agent of record on September 16th,2022 and was processed to be effective May 17th, 2021. The date of May 17th, 2021 reflects the date the Registration Title Application form was stamped by the agent of record. In the event that a claim would have risen during this time, Arbella would have been responsible for potential coverage.
  
  Based on the coverage provided from May 17th, 2021 to the policy cancellation date of November 23rd, 2022, the amount of $3,200.31 remains outstanding.
  
  Any further questions regarding the addition of the 2017 ****** Highlander can be directed to the agency Brown and Brown of *************, who can be contacted at *************.
  
  
  Sincerely,
  
  
  *******************************
  Contact Center Business Technician
  Customer Service
  **********************
  

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  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.

  It's difficult resolving an issue through **************************************************************** when there's no direct email or phone number to speak with an actual person. It just doesn't seem like Arbella cares I've been locked out of my account for most of 2022, and can't sign in and my new policy was provided at a higher rate, when I have zero driving infractions. I have a 17-year driving record with no accidents or moving violations It's supposed to be $103 per month, so $103 x 12 months = $1,236, not $1,462. Last years policy was $1,225, so it would be the exact same or lower (PDF attachment can be provided)If the online account is restored, I will be paying the new policy in full in 3 weeks. Otherwise someone recommended that I go to Geico

  

  Business Response

  Date: 02/16/2023

  
  
  
  Feb. 13, 2023                          
  Better Business Bureau
  290 **************************************** Suite 102
  ***********, ** 01752
  
  
  Policyholder:   A Rivers
  Policy Number:  ########
  
  To whom it may concern:
  
  Thank you for bringing this to our attention.  We are aware that **************** was having difficulty accessing her MyArbella account and had been working with them previously to resolve the issues that were brought to our attention.
  
  On 02/08/2023 we called out and spoke with the insured reviewing all of their concerns. We were able to gather further information as to the technological difficulties she was encountering regarding her MyArbella account. We were able to take that information gathered and are having out IT department work diligently to resolve her issue, as the phone number listed on her MyArbella was not her most up to date phone number. I am confident when we are able to update this phone number we will be able to successfully log her into her MyArbella account. We advised her we will be contacting her back when this resolution.
  
  We reviewed with **************** the industry wide factors that are contributing to the rate increases she is seeing on her personal auto policy; supply chain issues, cost of parts/repairs etc. The insured is going to be contacting her agent who manages her Arbella policy directly regarding premium strategies.
  
  Sincerely,
  
  
  *************************
  Customer Service Business Technician
  **********************
  
  

  Customer Answer

  Date: 02/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  A Rivers