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Business Profile

Insurance Claims Processing

Olive Bridge Financial

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Claims Processing.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:03/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a phone screen protection plan through this company. When uploading the evidence to the app, I inadvertently sent a picture of myself due to the poor usability of the app. The company stated my claim was denied due to this, even after providing them with the intended picture and the timestamp of when this photo was taken. This company is not standing by their protection plan that I purchased.

    Business Response

    Date: 03/25/2024

    Hello,

    During the registration process for their screen repair guarantee, the customer was required to provide a photo showing the undamaged screen of the device.  The app turns on the front-facing camera and instructs them to hold the phone in front of a mirror and verify the screen is clearly visible to take the photo. They are also asked to confirm that they have submitted a clear image of the front-facing screen and that all the edges are showing. These instructions need to be followed in order to have a valid registration. When the customer got to this step, they uploaded and subsequently approved a selfie-style photo of themselves.

    Attached to this reply is the selfie the customer submitted, along with the instructions from our app and example photos of what a valid registration photo should look like

    Customer Answer

    Date: 03/25/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The broken screen would not show up in a mirror image. Therefore, the photo had to be taken by another phone in order to see the broken glass. I've attached the photo that was shared as well as the photo of the timestamp of when the photo was taken. The repair shop also has record of the broken screen. 

    This company is guaranteeing a product that doesn't work and then not backing the guarantee. They do not have customer service to assist with the app issues and are inflexible even after receiving proof. It is unfortunate that they will lose more business from this incident than it is saving them by denying a claim. That is just further evidence this is not a customer centered business.

    I can afford to pay for my phone, and have,  but others may not be so I will continue to share my experience so others do not make the same mistake in purchasing this defective product from this fraudulent business. 

    Regards,

    ****** *****

    Business Response

    Date: 04/09/2024

    The registration process  is not manually monitored, the customer is solely responsible for making sure they submit the information that is asked for. There are multiple stages throughout the registration process on the app that ask the customer to confirm that they are submitting the required information and photos. If they had any questions or concerns regarding the registration of their screen repair guarantee, they needed to contact cellhelmet at that time. This denial will not be overturned. 

    Customer Answer

    Date: 04/10/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    However, they are inflexible and deny having the appropriate QA process in place for thier customers so continuing this issue with them is futile. I am comfortable closing this complaint. 

    Regards,

    ****** *****

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Unnecessary delays in processing basic claims for Cellhelmet. Arbitrary roadblocks, employees from both businesses refuse to cooperate or assist in the claim process failing to meet the obligation to assist in filing a claim. The institution employees only coordinate or communicate in efforts tp deny claims. Violating numerous laws and regulations.

Olive Bridge Financial is NOT a BBB Accredited Business.

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