Complaints

This profile includes complaints for Options Insurance Agency's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Options Insurance Agency has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Options Insurance Agency

  1135 E Chocolate Ave Hershey, PA 17033-1201

• 

  Options Insurance Agency

  PO Box 592 Hershey, PA 17033-0592

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:06/02/2025

  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.

  In November 2024, I purchased two financed vehicles from ****************. As part of the financing process, I was referred to Options Insurance Agency for auto insurance. While at the dealership, I requested full coverage insuranceexplicitly stating that this was required for me to drive off the lot with financed vehicles. I was told by the agent that I had been given full coverage, and I left the dealership believing that I was properly ********** April 2025, my vehicle was involved in an accident, and I filed a claim with Progressive. To my shock, I was informed that I did not have full coverageonly liability. Since then, I have attempted to contact Options Insurance Agency multiple times (at least six or seven attempts) to get clarity and resolution. After initial responses, they have failed to return my calls or provide any explanation or assistance.This situation has caused me significant financial hardship, and I am left with a damaged vehicle and no coverage to repair it. I believe the agency made a serious mistake in misrepresenting the coverage provided to me at the time of purchase. This was not a misunderstanding or miscommunication on my partI clearly requested full coverage and was told I had it.I am respectfully requesting that the BBB assist in resolving this issue and holding Options Insurance Agency accountable for their lack of transparency, misrepresentation, and poor customer service.Desired Resolution:A full explanation of how this error occurred Accountability for the misrepresentation of my insurance coverage Financial compensation or support in resolving the uncovered damages Clear corrective action to prevent this from happening to others

  Business Response

  Date: 06/15/2025

  The following statement and attached documentation originally submitted in response to a prior complaint from Ms. ******** is also applicable to this BBB complaint, as both address the same matter. Ms. ********* statements in this complaint also contradict other statements she has previously made regarding the same matter. This pattern of conflicting accounts demonstrates a clear lack of credibility and raises concerns about the truthfulness of the claims she continues to make. ******** ******* was aware of the vehicle coverage she had at all relevant times based on the numerous pieces of correspondence she received, as well as verbal coverage explanations provided at policy inception and again during both claims. Despite having multiple opportunities to ask questions or update her coverages, she took no action and continues to shift blame for her failure to address or confirm the coverages in place. -
  
  On November 27, 2024, ******** ******* contacted Options Insurance Agency to request an insurance quote for two vehicles: a 2019 ******* Continental and a 2019 ********** Tiguan. Options Insurance Agency follows a thorough quoting process. Immediately after obtaining the necessary personal information, customers are asked to specify the type of coverage theyre seeking for each vehicle-******************** & Collision coverage with deductible options or just liability. ********** requested liability coverage for both vehicles.
  A liability insurance quote was provided to Ms. ******* for both vehicles through Progressive Insurance Company (Policy #*********). She accepted, submitted payment and received proof of insurance the same day. The insurance application was also sent to her the same day for electronic signature. She contacted Progressive Insurance directly on 12/11/2024 to inquire about her policy where she also electronically signed her insurance application directly through Progressives e-signature platform. Page 3 of the application shows policy & vehicle coverages.

  -Ms.******* filed her 1st claim with Progressive Insurance reporting December 28, 2024 as the date of loss stating the 2019 ******* Continental had been vandalized while parked (Claim# **-822833270). The agency contacted the claims department at ***********, who explained initial procedures that take place once a claim is submitted. One of the first steps involves the claims adjuster reviewing the existing policy and informing the insured of any applicable coverage. In this case, the reported damage required comprehensive coverage in order to be eligible for payment/repair under the policy. Ms.******* was informed by the claims department that there was no coverage available for the claim as the vehicle only carried liability coverage.

  -A 2nd claim was filed by Ms.******* with ***** 20, 20** reported as the date of loss stating the 2019 ******* Continental was struck by an unknown vehicle while parked (Claim# **-247947**3). As with the first claim, the reported damage required comprehensive coverage in order to be eligible for payment/repair under the policy. Ms.******* was again informed by the claims department that there was no coverage available for the claim, as the vehicle only carried liability coverage.
  Attached is the document summary from the Progressive Insurance policy. Progressive Insurance sent Ms.******* a considerable amount of correspondence to date. Approximately 30 emails and 21 pieces of **** mail-6 pieces of correspondence were copies of the policy declaration page. No mail or email was noted as being returned undelivered, invalid or bounced. The correspondence also shows she was able to access her policy online. The document Ms.******* provided with her complaint is a screenshot of her policy in the Progressive Insurance mobile app. That document clearly shows under Vehicles & Drivers an option to Select the more button for details which would also show vehicle information.
  
  Its not credible for Ms. ******* to claim she was unaware of her coverage given the volume of correspondence provided and her conflicting statements. Coverage details were also explained at inception and during both claims, yet she made no effort to clarify, question or update her policy.
      -She claimed for the next 6 months, I believed I had full coverage in the complaint. However, in a recent email to the agency (attached) she then states I was not aware that I had only liability coverage until after the incident
  on 12/28/2024.
      -She claimed, On November 20, 2024, I purchased a vehicle through a dealership and financed it. She did not
  obtain insurance coverage until November 27, 2024. Its standard practice that when a vehicle is financed, the dealership requires a declaration page showing comprehensive and collision coverage with the lender listed before allowing the vehicle to leave their possession. It is incomprehensible and implausible that a financed vehicle would be released to an individual who was either uninsured or lacked sufficient coverage. Furthermore, during the quoting process on November *******, Ms. ******* was asked if she had any existing coverage or currently listed on anyone else's policy. She answered "no" and this response is reflected in the attached insurance application.

  On ***** 29, 20**, Ms. ******* contacted Options Insurance Agency for the 1st time since inception.
  The agency tried multiple times to assist her in adding comprehensive and collision coverage to the vehicle(s) of her choice pending receipt of dated vehicle photos and a signed endorsement form. She refused each time and was consistently reminded the policy would remain liability-only until comprehensive and collision coverage was added to 1 or more vehicles. This photo procedure is in place to document any pre-existing damage and prevent fraud when endorsing comprehensive and collision coverage on vehicles not in dealership possession. She was also offered alternative methods to add comprehensive and collision coverage. Alternatives were accessing her policy online, using her Progressive Insurance mobile app or contacting Progressive Insurance directly.
  On May 6, 20**, she contacted Progressive Insurance directly and added comprehensive, collision & lienholder information to the 2019 ********** Tiguannot the ********************************************* both prior claims.

  Policyholders have a responsibility to review their insurance documents in full, ensuring the selected coverages meet their needs, requirements and to seek clarification for any provisions that are unclear. In this matter, Ms.******* didn't take the necessary steps required of any reasonable policyholder to address or update coverage, despite having multiple opportunities to do so.

  
  There was no misrepresentation or error on the part of the agency.