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:09/18/2024

  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.

  highstreet guidelight insurance, over lapped my insurance with new policies. They could not provide me with new policies when asked. After asking for about 30 minutes they finally allowed me to speak with a supervisor. Now my tag has a lapse on all of my vehicles costing me money. Not only is this costing me extra money I can not drive my car legally to pick my kids up from football practice. We live in a rural area where public transportation is available in short demands.

  Business Response

  Date: 09/19/2024

  Guidelight has had ******* and ****** ******* for several years, the ******* was insured with State Auto Insurance. ********** was purchased by ****** Insurance. At the renewal date, ****** is mailing new policy and information to insureds early. Safeco mailed the policy and billing details to the insured on 7/11/2024. The ******* was on *** with State Auto. ****** also emailed the ******* to notify of the renewal. With the no respond, Safeco mailed another policy on 8/8/2024. The ******* did not respond to the paperless email, therefore ****** did not set up EFT for the renewal. Safeco mailed another bill on 8/22/2024. If insureds do not set up EFT at renewal, Safeco bills for two months. The last renewal with ********** was $2976.57 annual. The new renewal with ****** at renewal date 9/16/2024 is $1993.32 annual. 
  The insureds realized that no insurance draft had come out of their bank account. Therefore, calling us about draft. Our agent explained the reason why ****** billed the renewal. Not happy with answer and transferred to supervisor, which is me.  ******* and ****** were very unhappy with details, they said they have received no documents from our company. 
  Finally, after a lengthy discussion, insured was not happy with anything our agency advised. After phone call ended, our agency did contact ****** and they can take lesser down pay, if insured sets back up on EFT. 
  I came back into work at 6:00 pm to call insured and advise we could take $156.33 if paid now and set up on EFT. I called with no answer, left message, also texted ****** with details on payment and EFT. 
  As of now, still no response from insureds, we can stop the lapse if they pay today. 
  If any more questions, please let me know. 
  Thanks, ****** ***

• Initial Complaint

  Date:05/24/2024

  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.

  Called Guidelight insurance on 5/16/24 and spoke to ********************* about canceling my car insurance from National General starting on June 1st due to cheaper rates through Progressive. She asked why I didnt try to get Progressive through them and I informed her that I inquired last year through there company and they informed there was no other insurance company options that were cheaper. She said she would send me a document to sign acknowledging the cancellation of National General. I sign DocuSign the cancellation and sent back. At no point did she inform me on the call or on the cancellation DocuSign that I was informed there would be an early cancellation fee. I received my cancellation email on 5/22/24 from National General informing me of the cancellation and a balance of $259.26 for early cancellation fee??? I called Guidelight Insurance today and spoke to ***** who told me that yes there is a early cancellation fee and I told her that ********************* never disclosed it and she said that she has no control over that despite a representative of her office didnt disclose this to me at no time and she said there was nothing she could do. I informed her that she is a representative of the company and that she didnt not protect the client or disclose the early termination fee and it seems that they were getting incentives back from National General despite me as a client trying to get a cheaper rate that inquired about last year and them informing that there was no cheaper options but I was able to find a cheaper option with Progressive, another insurance company that they offer. She said she would talk to her supervisor but no one ever responded back about the issue

  Business Response

  Date: 05/28/2024

  The insured called ********************* and stated that he wanted his insurance cancelled effective 6/1/24. He had obtained other coverage already. ***** granted his request to cancel effective 6/1/24 since he had secured coverage elsewhere. 

  Customer Answer

  Date: 05/28/2024

   
  I am rejecting this response because:The company still didnt explain or respond on why ********************* never disclosed that there was a early termination fee and no where on the DocuSign cancellation is there any amount disclosed of any amount due in the appropriate money owed. As a representative of the insurance company they have a legal obligation to disclose and inform their client, me, especially when it is listed on the DocuSign that they failed to fill out and disclose on the cancellation form instead they dont want to respond to the issue and try to avoid responsibility and do not care about their clients best interest. 
  
  

  Business Response

  Date: 06/04/2024

  Short rating on carrier policies varies per company.  We typically do advise of a short rate if the client is considering leaving, however in this case, the client had already left.  Whether we advised the client or not, the short rate would have been there.  We could not pull the call to verify if ***** did or did not advise, but again, it would not have impacted his short rate, because he had already bound coverage with the other carrier.

  We are not obligated in any way to pay for this penalty, as the client acted on his own behalf before consulting us.  As I mentioned, he had already bound with another carrier, sos there was no going back even in light of the short rate news.  If he tried to cancel with that carrier, he would have gotten an even larger short rate from that other carrier.

  We do empathize with the client, as we know times are tough right now.  If we felt we owed them any proceeds, we would gladly help where we could, but we are kind of prohibited by our own legal counsel and general protocol from paying anything in a case like this.

  Regards,

  ***** Trent