Complaints

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:08/17/2023

  Type:Customer Service 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.

  I&#**;ve been with AAA for 14 years and had auto insurance and home insurance. My auto insurance expired on 7/15/23 but there is a 30 day grace ******* I made an online payment of $911 for my auto insurance on 8/1/23, and received a confirmation of the payment. This was well within the grace ******* They didn&#**;t post it until 8/9/23. On 8/14/23 (or another day earlier this week), I received a letter dated for 8/4/23 stating my insurance policy had lapsed. I called customer service letting them know I made a payment on 8/1/23, he was able to pull it up, but said I still needed to pay $248 to start a new policy. I told the person I spoke with that if they couldn&#**;t reinstate the policy I wanted a refund. He said they were going to look into it. Since then I&#**;ve called at least 15 times. The only person I was ever able to speak with was a representative named ***********************. He said they were still working on the situation. He could not give me any additional information.

  Business Response

  Date: 08/23/2023

  Thank you for the opportunity to address Ms. ******* concerns.  Ms. ******* policy #MOA129017581 was due to renew on July 15, 2023. On July 23, 2023, a letter was mailed to **************** indicating that a renewal payment had not been received and payment must be made prior to August 4, 2023, to avoid cancelation of her policy. A payment of $911.00 was processed on August 9, 2023, which was after the late renewal due date. On August 16, 2023, **************** called to inquire about her policy. Agent ********************* advised her that her payment was received late and her policy was canceled. ************** wrote a new policy (#MOA197065370) for ****************. The new policy was calculated with a rate based on having a lapse in insurance coverage resulting in a higher premium.
  
  After further review, it was discovered that there was a delay on our part processing Ms. ******* payment that posted on August 9th;therefore, underwriting agreed to reinstate the prior policy #MOA129017581 with no lapse in coverage. The payment of $911.00 was applied toward MOA129017581 and the new policy MOA197065370 was flat cancelled. A refund of $243.54 is being mailed via check to **************** on August 23, 2023.
  

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************