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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Geico's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,671 total complaints in the last 3 years.
- 886 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:02/19/2024
Type:Billing IssuesStatus: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.
On 01/16/2024 I paid Geico Insurance the entire fee for six months of the policy I had chosen. Weeks later, they decided to add my newly licensed nephew(who has never driven my car and never will, and who lives with me) to my policy without notice or my permission. They doubled my original bill and charged me for the difference. I removed him from the policy, but they continue to insist I pay for the time that passed before I noticed. What other changes can Geico make to the auto policy I depend on without my knowledge? I want them to drop the charge and to hopefully not engage in that sort of behavior in the future with other customers. Account #**********.Business Response
Date: 03/08/2024
March 7, 2024
Dispute Resolution Team
Better Business Bureau
Consumer Affairs
1411 K Street Northwest, 10th Floor
Washington, DC 20005-3404
Re: Complaint ID: ********
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. Thank you for the opportunity to address the consumers concerns.
On December 28, 2023, the renewal term, effective February 1, 2024, through August 1, 2024, was processed.
We continually review our insureds policies to ensure we are charging the most appropriate premium for the risk we insure. Part of the review includes obtaining information from consumer reporting agencies. During a recent review, we obtained information that indicated a licensed driver was listed as being a resident of the same household.
On January 9, 2024, we mailed notice advising the information and that the driver would be added to the policy. This letter also advised, if the driver held insurance with another provider, to provide us with that information.
On January 16, 2024, our policyholder paid the renewal premium in full.
On January 23, 2024, we did not receive the requested drivers information. The driver was added to the policy, effective that same day, which increased the policy premium and caused a balance due.
On February 19, 2024, our policyholder logged into the policy online and adjusted the drivers status to a non-driver, which decreased the premium; however, an adjusted balance was still owed.
On March 1, 2024, we spoke with our policyholder, and as a matter of good customer service, we updated the drivers status to a non-driver, effective January 23, 2024, which was the date the driver was added. This update cleared the prior balance and paid the policy term in full.
We trust this information is sufficient to allow you to close your file. Please call *****************************,Consumer Relations Analyst, at ************ (CST), if you have any questions regarding this response.
Sincerely,
********************************
Consumer Relations ManagerInitial Complaint
Date:02/15/2024
Type:Sales and Advertising IssuesStatus: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.
On 2/8/24 I called Geico customer service and spoke with a ****** at 5:28pm for 20mins per my records. She advised me I can pay my $210 same day and the remaining amount will be spread over my policy for 352$ monthly. I made the payment with her. I received text and emails about my policy still being cancelled. I called customer service on 2/15/24 for 24 mins were the representative stated they, the managers, declined my special payment arrangement. And they had no recording showing I spoke with a ****** and nothing noted. The representative also stated they only record 10 percent of their calls anyways. The representative and supervisors refused to be placed on the phone to speak with me vs going through the representative. The rep just repeated the same thing over again. Now they took my money wont have me speak with anyone higher up and are canceling my policy tomorrow.Business Response
Date: 03/01/2024
February 29, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
We sent a cancellation notice to the consumer on February 5, 2024, advising that the amount of $579.49 was due before February 16, 2024, to avoid termination for non-payment. This amount included the last payment for their prior policy term and the first payment of their January 25, 2024, renewal.
The consumer contacted us on February 8, 2024, and paid a partial amount toward the past due balance. We reviewed the policy to determine if we could offer a special payment plan to spread the remaining amount into future payments. After further review, we concluded we could not offer an exception due to the negative equity on the policy.
The consumer made the remaining amount due on February 16, 2024, and we rescinded the cancellation.
We have spoken with the consumer regarding their concerns on the service provided to them. We discussed that our chief objective at GEICO is to provide the highest quality service to our policyholders and it is disappointing for us to hear that we failed to provide this level of excellent service.
We trust this information is sufficient to allow you to close your file. Please call ******* *****, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely
Manager
ServiceInitial Complaint
Date:02/08/2024
Type:Sales and Advertising IssuesStatus: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.
They significantly raised prices. We were unable to work out an agreement on a fair price so we gave notice to move to another insurance agency. When we left the company we paid the last bill and there wasnt supposed to be any more charges. 2 years later they sent a $56 dollar charge to a irate collector. This account was paid in full and we should not have had anymore chargesBusiness Response
Date: 02/29/2024
February 28, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
The consumer contacted us on October 18, 2022, and requested the policy canceled effective October 17, 2022. We advised the consumer that an amount of $56.23 was owed since the policy was only paid to October 16, 2022. We offered to process the payment that day; however, the consumer declined and requested we bill them.
We sent multiple invoices regarding the amount due. The final notice we sent to the consumer on November 30, 2022, advised that we would refer the account to Credit Collection services and/or a credit bureau if a payment was not made before December 15, 2022. We did not receive a payment.
The consumer contacted us on February 8, 2024, regarding the owed amount. We provided a statement of account confirming the amount due was accurate.
We trust this information is sufficient to allow you to close your file. Please call ******* *****, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Manager
ServiceInitial Complaint
Date:02/01/2024
Type:Order IssuesStatus: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.
At the end of last year, I became a victim of intentional misinformation and a hidden agenda in the internal GEICO process in order to coerse clients into paying an increased premium. In November of 2023, my car insurance suddenly increased from $600+ to $975 without any notification. When I called GEICO to review the case, I was told that I could decline the uninsured motorist/non-stacked coverage, which would save me about $350. I clearly agreed to this, and the manager told me that this amount would be deducted from my premium, bringing it back to my original $669.08. I paid the full premium immediately over the phone and was very surprised to see the next bill stating that I still owed $305 plus a penalty for not paying the full premium on time, which brought the total premium from $975 to $1115. When I called again, I was told that GEICO has no records in the system about me declining the uninsured motorist/non-stacked coverage. I called several times after that and my daughter was talking to the supervisor. They confirmed that they could see I had a conversation with the agent on the date when I declined part of the coverage and paid my premium. We were put on a long hold while they were checking the recording of the conversation. It turned out that for some reason, their system was unable to record this particular conversation, and this fact served as their grounds for declining my request to remove the penalties and reduce the increased premium to the limits of coverage, offered by their employee over the phone and paid by my during the this conversation. I consider this to be a clear case of fraud. The GEICO managers were clearly taking advantage of the fact that I am an 82-year-old woman, a veteran's widow, and cannot properly defend myself. They keep sending me bills, attempting to collect all their penalties and additions for improper handling of my case. I am in complete despair. My policy #*************Business Response
Date: 02/23/2024
February 23, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
The consumer’s November 1, 2023, renewal paperwork was sent to them on September 27, 2023. The renewal documentation advised the consumer is taking advantage of the Paid in Full discount and would maintain the discount as long as the full $974.57 premium was received by November 17, 2023.
The consumer contacted us on November 2, 2023, and received a quote to reject the uninsured motorist coverage. The consumer was advised a signed option form would be required to reject the coverage and the consumer advised they would call back later to sign the form. The consumer made a payment of $669.08, however since no option form was signed, we were unable to adjust the policy premium and the consumer had a remaining balance of $305.49.
On November 17, 2023, the Paid in Full discount was removed bringing the balance owed to $446.00.
The consumer rejected the uninsured motorist coverage on November 28, 2023, updating the balance owed to $150.23. This is for the period of time the uninsured motorist coverage was on the policy as well as the premium for the Paid in Full discount.
As no Uninsured Motorist option form was received until November 28, 2023, the handling of the consumers policy and billing is accurate.
We trust this information is sufficient to allow you to close your file. Please call ****** *******, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Manager
ServiceCustomer Answer
Date: 02/29/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:the provided response serves as an example of unacceptable and shameful lie! The big Company is defending its unprofessional employee and trying to cover up for his mistake.
"The consumer was advised a signed option form would be required to reject the coverage and the consumer advised they would call back later to sign the form" - THIS HAS NEVER HAPPENED! THIS IS A LIE!
The Rep just offered to reject the uninsured motorist coverage WITHOUT ANY FURTHER EXPLANATION ON WHAT SHOULD BE DONE and just accepted payment over the phone during the conversation (may be by himself or by transferring to an automated payment system, do not remember now). BUT THE PAYMENT FOR COVERAGE WITHOUT the uninsured motorist WAS MADE DURING THIS CALL!.
On 11/28, after receiving an increased bill me and my daughter called again and explained the situation. However, a rep and then the supervisor were stating that they can see my call on 11/2 and need to get the recording to prove my words. We have been placed on several long holds and after that the supervisor confirmed, that the recording of our conversion on 11/2 was not saved for some reason and because of this they cannot wave the penalties.
This is another clear example of a lie as the supervisor could not admit the mistake of the rep and loss of revenue by waving the penalties. This is a fraudulent attempt to force the customer to pay extra money for nothing.
During this conversion on 11/28 the rep or supervisor clearly explained FOR THE FIRST TIME the process of rejecting some part of coverage and we completed and sent the necessary form immediately.
As I mentioned before - I am an 82-years old widow of US Veteran and I will go public everywhere if this penalty is not removed from my account.
I can also offer an alternative solution - to process an IMMEDIATE REFUND OF THE FULL AMOUNT OF $669.08 paid over the phone to the original form of payment with all corresponding proofs/written confirmations and I will purchase the coverage in another insurance company. And cancel my other (condo) coverage as well.
I am not going to pay any illegally imposed penalties.
Regards,
*******************************Business Response
Date: 03/11/2024
March 11, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
We have reviewed our records and based of the available information, the consumer was properly advised and sent the necessary form. As no valid option form was received until November 28, 2023, and the premium was not paid in full, we stand by our handling and the consumers bill is accurate.
If the consumer wishes to cancel their policy, we recommend they obtain other coverage prior to canceling. Once the consumer notifies us of other coverage, we may cancel the policy and provide a refund for any over payment, however the full amount of $669.08 would not be refunded as coverage has been provided since November 1, 2023.
We trust this information is sufficient to allow you to close your file. Please call ****** *******, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Manager
ServiceBusiness Response
Date: 03/11/2024
Please find our complaint response attached * ****** ********Initial Complaint
Date:01/26/2024
Type:Customer Service IssuesStatus: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 contacted Geico in November 2023 when I purchased a 2023 *****. I made contact with Geico in November while at the dealership. At the time I had a 2019 ***** ********* that was paid in full. I asked to add on the newly purchased ***** to the Geico plan. The representative advised that I was all set. I realized a day or so later via Geico app that my ********* was not present on the app. I called Geico back and was told the previous representative switched the covered ********* with the ***** opposed to adding it on to the policy. I explained to the csr that I told the previous rep to add on a new car not switch the cars out. The rep said he had fixed the previous mistake and I would pay roughly 300 in January 2024 for the upfront cost of the ***** but the remaining amount would be in monthly disbursements. I received a text notification advising a bill was waiting at Geico for nearly double the amount. Astonished I called today 01/20 and was told by ****** who works for Geico that I was on a paid in full plan and there was no way to add on the ***** but I would have to pay the 671.43 in full. I explained to him that two representatives told me otherwise and I don't believe the information was accurate. I want geico to look into these recordings because it is totally unfortunate and unfair to quote one price and bill for another price randomly and unexpectedly. Most individuals live on a budget and to throw a bill on someone who paid a vehicle In full who is asking to add on another vehicle for monthly payments is ridiculous and bad business practiceBusiness Response
Date: 02/19/2024
February 7, 2024
Dear Dispute Resolution Team,Thank you for your recent inquiry dated February 6, 2024. I welcome the opportunity to discuss our insured’s concerns. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
On November 22, 2023, our insured restarted her policy online effective November 23, 2023, with a six-month rate of $754.80 for coverage on a 2019 ********* *********. Our insured agreed to arrange the policy on our Pay in Full payment plan and on November 22, 2023, we received the payment for $754.80, which resulted in a zero-balance owed at that time.
On December 1, 2023, our insured contacted us, and we replaced the 2019 ********* ********* with a 2023 ********* *****, which resulted in an increased six-month premium of $986.00. On December 5, 2023, our insured contacted us and the 2019 ********* ********* was re-added to the policy. This change resulted in a six-month premium of $1,468.20 for coverage for both vehicles. Due to this, the balance owed was increased to $671.43, and an invoice was sent advising our insured this amount would be due on January 23, 2024.
On January 20, 2024, our insured contacted us, and we updated the payment plan from our Pay in Full payment plan to our standard monthly payment plan, which requires our insured to be paid 30 days ahead. As a result of this, our insured would owe $382.78 on February 23, 2024, and $298.65 on March 23, 2023.
It is important to note our calls are recorded and maintained for a short period of time, and we do not have records of call recordings that took place during the specified timeframe. Rest assured, the billing is accurate, and the policy was updated accordingly Upon receiving this complaint, a member of our customer relations team, Aaliyah Tucker, attempted to contact our insured to further discuss the policy details. If our insured would like to further discuss the policy or needs additional information, please contact *** ****** at ********@geico.com or ###-###-####. Her office hours are Monday through Friday, 7:30 a.m. to 3:30 p.m. EST.
Sincerely,
Manager
Customer ServiceInitial Complaint
Date:01/25/2024
Type:Product IssuesStatus: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 called and cancelled my insurance in October of 2023 due to moving to a different state than what my insurance was currently under. I was told the insurance was cancelled but I recently discovered they continued to charge me. I was wrongfully charged from October to Jan and I would like the money back for the time I was not insured by them/after the period I had requested cancellation. They unfairly stole from money from me and refuse to refund me for the uninsured months/correct their error.Business Response
Date: 02/13/2024
February 13, 2024
BETTER BUSINESS BUREAU
1411 K Street, NW, 10th Floor
Washington, DC 20005-3404
Attention: Dispute Resolution Team
Complaint ID: ********
Dear Dispute Resolution Team:
We have received your request for assistance on behalf of our insured.
Our records reflect that on January 25, 2024 our insured contacted us and requested to cancel the policy as they obtained other insurance. At that time, the policy was cancelled effective December 25, 2023. That same day, a refund check of $146.76 was sent.
We do not have any record that our insured contacted us prior to January 25, 2024, to cancel the policy. If they obtained other insurance prior to December 25, 2023, they may provide proof of other insurance to review to backdate the cancellation further. To provide proof, we ask that they submit a copy of the Declarations Page of their new policy and include their prior policy number on the correspondence. The information may be submitted by email to ***************@geico.com.
We hope this information has been helpful. If you have questions please contact our analyst, ***************************, at ******************************.
Sincerely,
********************************
Manager
GEICO General Insurance CompanyInitial Complaint
Date:01/23/2024
Type:Order IssuesStatus: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 a policy that started around December 20th of 2023.Come January I signed up for the geico appAt' look at my policy notes. And I was told that you guys wanted proof of prior coverage. Therefore, I sent proof of prior coverage. I sent proof of who I am. I sent the car's vehicle contract from making the purch pla I also sent a copy of my Car Insurance bill.I do not know what else you need. Please correct my policy. Please turn auto draft back on is that allow me to do if it is not allowed me to do anything as far as this policy, at if this point all I can do is call no one returns a phone call. No one understands what is going on. I've been on my own for almost 2 months. Someone, please help me out. I sent the paperwork, please and thank you.Business Response
Date: 02/06/2024
February 6, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
To ensure accuracy and quality on every policy we conduct routine reviews. During a review of the consumer's policy, it was determined that additional information was needed. We sent a letter to the consumer requesting documentation verifying underwriting information. When the information was not received, we sent a letter Post Office Receipt Secured advising the policy would cancel at 12:01 A.M. on March 5, 2024, due to the insured’s failure to provide the requested information.
Additionally, we advised we could reconsider our decision if the information was provided prior to March 5, 2024. The requested documentation can be sent to **********@geico.com with the consumer’s policy number in the subject line.
Once documentation has been received, we will review to determine if we are able to continue coverage.
We trust this information is sufficient to allow you to close your file. Please call ****** *******, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,Manager
ServiceInitial Complaint
Date:01/13/2024
Type:Order IssuesStatus: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 canceled my insurance with them to go to another company. They are sending me to collections to get more money out of me.Business Response
Date: 01/26/2024
January 26, 2024
Dispute Resolution Team
BBB of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
BBB File Number: ********
Dear Sir or Madam,
We received your correspondence requesting additional assistance regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested.
On August 1, 2023, we sent our insured a cancellation notice advising that a payment of $822.81 was needed by August 17, 2023, in order to avoid a lapse in coverage. Our cancellation notices are mailed Post Office Receipt Secured (PORS), which means that the postmaster guarantees that it was sent to the address on file. Regrettably, we did not receive a payment, and the policy was cancelled as outlined in our notice. This cancellation resulted in an outstanding balance of $691.10 for coverage/service provided up until August 17, 2023.
Upon receipt of this complaint, we have reviewed our insureds policy and all transactions which took place. We have found no record of any requests to cancel this policy's insurance coverage prior to August 17, 2023. While we understand our insureds concerns, the outstanding balance of $691.10 is valid for coverage that was provided, and we are unable to remove it. However, we are willing to review to adjust the policy cancellation date if our insured can provide verification of a previous request to cancel being submitted to us, or verification of other insurance obtained prior to the cancellation date. If that is the case, our insured can email us the verification to **************@geico.com and would need to list the prior GEICO policy number in the subject line of their email.
We trust this information is sufficient to allow you to close your file. If you have any additional questions, please contact us through the Online Complaint Management System, or via email at *****@geico.com.
Sincerely,
******** ***********************
Manager
GEICO Casualty Company
NAIC: *****Initial Complaint
Date:01/11/2024
Type:Service or Repair IssuesStatus: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 was insured with GEICO for a month when I was notified that my policy would be canceled in a few days due to me not sending documents in that I was never told I needed to. The documents were just basic proof of ID and address. I sent the documents over after confirming with a rep on the phone there would be no lapse in my policy. The policy got canceled still, I called GEICO and after finally getting someone on the phone with 30minute wait times, I was told it could take 48 hours to review. It has now been past that and I can not get an answer on what is going on which is causing me to be in limbo with insuring my vehicle. This is insane.Business Response
Date: 01/26/2024
anuary 24, 2024
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
The consumer purchased their policy effective December 5, 2023. On December 11, 2023, we sent a letter to the consumer advising we needed some additional information and requested they provide the information within eight (8) days. We did not receive the documentation within the requested timeframe.
On December 20, 2023, we sent a Post Office Receipt Secured letter to the consumer advising that the policy would be canceled effective January 10, 2024, because we had not received the information. We indicated that we could reconsider the decision if the items were provided prior to the cancellation.
We received the documentation on January 10, 2024. It does take several days for review as we must confirm the items meet the requirements we provided for reconsideration. After the review, we made the exception to reconsider the policy cancellation; however, the consumer advised that they insured with
another company.We trust this information is sufficient to allow you to close your file. Please call ******* *****, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Manager
ServiceInitial Complaint
Date:12/28/2023
Type:Billing IssuesStatus: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 am a professional long haul truck driver and I missed my insurance renewal and I was tried to contact Geico through the phone and there is no live agent to communicate. Also, the phone app did not gave me proper guidance to pay my six months renewal charges or the due amount of $22.66.Thereafter, I received a FINAL NOTICE letter from geico by mentioning that Geico will report to Credit Bureaus for collections and to contact them before that to pay the outstanding balance of $22.66 by providing a telephone number and that number is with another robot and no live agent to communicate. There is no option to pay the said amount other than getting a new policy quotation.However, I emailed Geico the difficulties that I am facing and expecting an answer from Geico but Geico never reply to me.I ****** request from BBB to look into this matter and give me a fair judgement on this matter.( copy of the Geico letter and the email I sent to Geico is attached herewith)Thank you,Respectfully,Sen ************Business Response
Date: 01/04/2024
n Government Employees Insurance Company
n GEICO General Insurance Company
n GEICO Indemnity Company
n GEICO Casualty Company
***** ********* ******, Poway, CA *****January 4, 2024
BETTER BUSINESS BUREAU
1411 K Street, NW, 10th Floor
Washington, DC 20005-3404
Attention: Dispute Resolution Team
Complaint ID: ********
On October 5, 2023, we issued the offer for the November 9, 2023 renewal. A renewal billing notice was issued on October 6,2023 that notified our insured that a payment of $1,213.14 would be due on November 9, 2023 based on the Pay in Full payment plan that was previously selected.
Our insured contacted our Customer Service Department on October 20, 2023 and added a 2011 ***** effective October 20,2023. An updated billing notice was issued on October 26, 2023 that notified the insured of the revised amount of $1,451.48 due on November 9, 2023.
When we did not receive a payment by the renewal date, a notice was mailed on November 15, 2023 that notified our insured that since we had not received the renewal payment, the policy expired at 12:01 AM on November 9, 2023. A balance of $22.66 remained due for coverage up to the renewal date.
We would like to explain that the offer for the renewal was issued in advance of the renewal effective date in accordance with state regulations and as stipulated by our California Family Automobile Insurance Policy (A30CA) and associated Automobile Policy Amendment (A54CA). Under Section V – General Conditions:
(Amendment) #5 Policy Period: “Unless otherwise cancelled, this policy will expire as shown in the declarations. But it may be continued by our offer to renew and your acceptance by payment of the required renewal premium prior to the expiration date.”
#8 Cancellation by Us is Limited – “we will not cancel this policy except for any of the following reasons: (a) You do not pay the initial or any additional premium for this policy or fail to pay any premium installment when due to us or our agent.”
Furthermore, # 9 Renewal: “This policy will expire without notice if any of the following exist: (a) You do not pay any premium as we require to renew this policy.”
We maintain that proper notification was sent advising of the renewal payment due prior to the expiration of the policy. As the payment required for the renewal of the policy was not received, we maintain the expiration of the policy.
To pay the outstanding balance, the insured may log in to their previous policy at geico.com or through the GEICO Mobile app. A payment can also be made via our interactive voice service at 1-************, or by mailing a check or money order to P O Box ***** Philadelphia, PA **********. Please note: Making this payment will not reinstate coverage, but it will resolve the past due status.
To obtain a current coverage, please visit our website at www.geico.com to initiate a quote for a new policy. Once the online quote process is completed, the application will be referred to our Underwriting Department for review. Once our review is completed, we will be in contact.
Sincerely,
********************************
Manager, Consumer Relations
GEICO General Insurance CompanyCustomer Answer
Date: 01/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I tried to contact geico by phone to renew my policy many times after I received the notice but those numbers are automated numbers and I have no way to contact any of their live agents to move forward. Being a long standing customer with very clean record I have the right to discuss my options with a live insurance agent to move forward and Geico does not respect me as a valuable customer other than sending a final notice to pay that small amount. That is not the correct way to do business. If they are customer oriented organization, they should contact me over the phone to continue business rather than trying to break the relationship with customers.This highly unprofessional way of doing business and it looks like Geico is mainly concern about their profits but not the service. Therefore, I totally disagree with their statements and customer service.
Regards,
***************************************
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