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Business Profile

Insurance Agency

CoverWallet, Inc.

Complaints

This profile includes complaints for CoverWallet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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CoverWallet, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2022

      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.
      I purchased a one year business insurance policy from Coverwallet.com. 5 months into the policy, their underwriters cancelled the policy. My Coverwallet account manager AGREED that I am owed a refund for 7 months or roughly $240. I also spoke with at least one person at ***************** Company (the underwriters). They also AGREE I'm owed this refund, and say my refund is on its way. But nearly a year has gone by and my money has not been returned. I made phone calls, sent emails, and even had my new insurance agent contact Coverwallet. My phone calls and emails are now being ignored.Coverwallet Policy Number: *************** Original policy dates: 8/13/2021 to 8/13/2022 Date policy was cancelled: 1/20/2022 Amount paid for one full year of coverage: $421.62 Partial refund owed to me: about $240 ***************************** (Coverwallet account manager) tel: ************************

      Business Response

      Date: 12/14/2022

      On 12/13/2022, our Account Manager ***************************** has reached out to the insured to confirm we have escalated our initial request to refund.  As of today, it is in process, and we expect the transaction to be completed this week.  Our apologies were extended to the insured for *************** delay in returning the monies to Coverwallet.  If there are any other questions or concerns, please reach back out to *********************************

      Customer Answer

      Date: 12/20/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  I was refunded $152 but according to my calculations I was owed around $240.  I would like the remaining $90 refunded to me or an explanation as to why it is being withheld.  Thank you.

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ********* *****




       

      Business Response

      Date: 01/05/2023

      The carrier's refund was only $152,  and Coverwallet has now processed the return of the $150 service fee to the client on 01/04/2023.   Understanding this was more than expected, we felt it was the right thing to do for the client.  

      We apologize for any frustration caused by the long delay for the carrier refund of $152 and hope that we have made it right for the client.

      Regards

      Customer Answer

      Date: 01/19/2023

      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 and the matter has been resolved.

      Sincerely,

      ********* *****



       

    • Initial Complaint

      Date:11/28/2022

      Type:Sales and Advertising 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.
      We renewed business insurance with Cover Wallet on September 7, 2022 to start on September 10, 2022 with a payment of $150 as the first of 10 monthly payments. Coverwallet failed to provide COIs we requested and their staff failed to guide us properly in requesting the COIs. They put us at risk of not being able to use facilities for our programs. As a result we had to go with another insurance company that expedited the coverage and provided needed COIs for September 10. We cancelled insurance with CoverWallet on September 13, 2022.They assured us we would get a pro-rated refund. As of today, we have not received a pro-rated refund of $150 less 9/10, 9/11, 9/12.

      Business Response

      Date: 11/28/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************. 

      Customer Answer

      Date: 11/30/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


      I have not heard from them as they claimed they would reach out. Nobody reached out. 

      What I also know, it is a tactic that companies use to say they would reach out. They never do. And BBB closes complaints. 

      The issue is still open and I expect my refund by December 2. 

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *****************************




       

      Business Response

      Date: 12/12/2022

      Our Manager has been communicating with ***************************** as of 12/2 to share the information regarding the refund.  As of 12/8, we have received the cancellation documents from the insured and have worked with the carrier to cancel her policy flat.  What that means is she will receive a full refund.  The Manager left a voicemail and emailed the insured on 12/12 to advise she would get the full refund.   Via email and voicemail, our Manager left it open for the insured to let him know if she would like to schedule a phone call to discuss anything further.

      We feel the complainant has received the appropriate information.

      Customer Answer

      Date: 03/06/2023

      Better Business Bureau:

      The business has issued the full refund regarding the complaint ID ********. It took numerous emails, though, and a lot of time. 

       
      Sincerely,

      *****************************



       


    • Initial Complaint

      Date:11/28/2022

      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 canceled my policy in June 2022. And I just received a bill for July 2022-July 2023. I called cover wallet and they said there was no record of me cancelling my policy. I talked with several people at cover wallet over the phone in june 2022. And the assured me that it was canceled. And now they said my bill is going to collections.

      Business Response

      Date: 11/28/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************.
    • Initial Complaint

      Date:11/21/2022

      Type:Product 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.
      On October 5, 2022, I set up a business insurance policy with CoverWallet for my business, All Star Landscape, LLC. Beginning on October 31, 2022, I started receiving frequent emails from CoverWallet every 2-3 business days informing me that an endorsement had been made to my policy and that I owed them money in the amount of $202.00. I never made any changes to my policy, and it is my understanding that an insurance company cannot make changes to my policy and charge me for them without my consent. The company then attempted to coerce me into paying this unrightfully owed amount by threatening to send this bill into collections.

      Business Response

      Date: 11/21/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************
    • Initial Complaint

      Date:11/10/2022

      Type:Product 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.
      On January 7th we were informed by Coverwallet that our policy would be renewing we reached out to them and asked for someone to call ** to go over the policy with us before it renewed. We made several attempts to contact the agent that we were told was handling our policy and we never heard back. We just kept getting an auto response that someone would respond within 24 hours. We sent emails stating we did not want to renew the policy. The deduction continues to come out of our business account. We tried transferring to another insurance agency that also deals with ****** who holds our policy. They were told that they had to wait for Coverwallet to get back to them on the refund. They have not had any luck getting a hold of Coverwallet either. I feel like Coverwallet is scamming us! We also mentioned to Coverwallet that our address changed last year and they still put the old address on the policy. I found that out through ******. Finally ****** changed it for us. This is horrible business practice on Coverwallet.

      Business Response

      Date: 11/10/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************
    • Initial Complaint

      Date:11/10/2022

      Type:Sales and Advertising 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 had a policy with this company for business liability insurance for 12 month. After the expiration of thr policy I called to advise them that no longer wanted to do business with them. Eventhough they charged my card without authorization for the whole policy renewal cost. After various attempts they returned my money within 20 days. 2 month past the first occurrence, they charged my card again. I tried to call and address my issue , either they hang up the phone on me or they tell me that they dont have records of the charge.

      Business Response

      Date: 11/10/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************
    • Initial Complaint

      Date:11/03/2022

      Type:Product 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 purchased a policy from cover wallet (allowed them to broker anyway) for a new business over the phone more than two years ago.We got the policy set up with ******* ****** (inland marine) and everything was fine and dandy. During that year I was severely injured and being the sole operator in the company, the company was shut down.Unbeknownst to me Cover Wallet auto-renewed my policy (at a higher rate) without my consent or even speaking to me, all for a business that was no longer operating. I had in fact already sold off the equipment due to the injury and not being able to do that type of work ever again. At no time was I ever contacted by Cover Wallet asking me if I wanted to renew the policy or even if I was ok with a higher rate, they just took the money from my credit card and did not even send me a receipt or anything so I was unaware what had taken place.Due to a large amount of spending taking place on that card at the time, the charge slipped by me. I do take some fault for not noticing this over $2,000 dollar charge, but I had a lot going on at the time. A year later when they attempted this again and I did not have as much going on, I was able to notice the charge and I contacted Cover Wallet. This was BEFORE the policy effective date and not long after the charge had gone though.It has been a month now attempting to contact Cover Wallet and have this issue resolved. *************************** has only attempted to contact me once. I have called several times and each time I am told she is unavailable to speak. They are fully aware of the situation yet to date I have received no refunds and it even shows the policy that was supposed to have been canceled before the effective date is an active policy.They have stolen $4,000 dollars from me in unauthorized charges and in a month's time I have no resolution to this. They have put my credit card over its limit, caused my credit score to go down, and cost me hundreds of dollars in interest already.

      Business Response

      Date: 11/03/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************
    • Initial Complaint

      Date:10/28/2022

      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.
      CoverWallet mistakenly tool full coverage off my vehicle, which was stolen. Because of this, I will not be reimbursed to cost (which is roughly $15,000). CW claims they have audio of me and CW, but refuses to share it with my insurance company or myself. In short, they want me to take their word for it that I took off full coverage. CW has stole $15,000 from me and I plan to file a claim against them.

      Business Response

      Date: 10/31/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at **********************************
    • Initial Complaint

      Date:09/09/2022

      Type:Product 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.
      Ok. I'll try to be specific and explain really quick. I bought a insurance policy with Cover Wallet in 2020, had some "mistakes" from them with my address and place I was working in, so when I asked them why was that mistake they said " It was because I speak *******, and I'm ******" they didn't understand me, but the seller it was a ****** (********) then I Asked to fix the mistake, and regardless they added 1 endorsement of $803.00 which I paid it, because I didn't want my policy be affected, so then They added another endorsement for the same problem, $693.00 which I refused to pay it. I did my audit they had to refund me $500 which It took 13 or 14 months to receive it. Well year 2021 I was still insured with them the same policy. So now I sent the Audit, (Amtrust) the insurance company approved it, and agree to refund $1100.00 to me, and Cover Wallet has sent me an endorsement with the amount of $6,955.00 they say I have to pay it or they will send it to collections. So I want to know if they are just trying to get money from cuz I'm a ****** or just because I paid the first endorsement and they think I will pay any endorsement they create... please help me to fix this problem, or if I need to get an attorney to get it fix. I appreciate for any help.

      Business Response

      Date: 09/09/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************. 
    • Initial Complaint

      Date:08/03/2022

      Type:Product 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.
      Our company was insured with Coverwallet under policy #********************* Workers compensation policy was canceled February 2022. We received email confirming that "All parties have completed Cancellation request..." dated 2/15/22. Each time we have spoken with a representative of Coverwallet, they have said to expect a refund in ***** days, with no further information. It is now August, and we are still waiting on the refund. Furthermore, they will not provide us with a mailing address where we can send a certified mail for request for refund. We would appreciate any support in resolving this matter. Thank you.

      Business Response

      Date: 08/04/2022

      Thank you for your feedback and I'm sorry you had a bad experience with CoverWallet. Our ****************** team will be reaching out to you shortly.  If you should have any other questions or comments, please reach out to the Feedback team at *********************************

      Customer Answer

      Date: 08/10/2022

      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 and the matter has been resolved.

      Sincerely,

      *************



       

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