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Business Profile

Insurance Services Office

Robertson Ryan Insurance
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:01/05/2024

      Type:Product 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.
      September 2023 I purchased an insurance policy thru ****/Robertson Insurance. The insurance was to cover a semi tractor. A down payment was taken of a sum of $747.15. Then I was told that the policy would be canceled if an lease agreement was not provided. But I eventually canceled the policy less than a week after signing. I was told that long as I cancel before a certain date then everything will be resolved, in which I did cancel before that date had came. Once canceled I was notified that once everything was finalized I would get a refund of my down payment which would be prorated for the days before the cancellation. Several weeks had past then I received a Bill saying that I owed a payment on the policy. I reached out to the **** and Robertson and was told that once the audit is completed I will get and the funds were issued out. Several more weeks pass and now we're in a new year and I'm still receiving threatening collections letters from LAW Firms. I would like to get this resolved ASAP. Thanks

      Business Response

      Date: 01/23/2024

      Complaint ID: ********

      Upon our internal review it appears *************************** concern is with Imperial Premium Finance (****) and not with Robertson Ryan Insurance (RRI).

      The insurance policy bound by RRI 09/13/23 and cancelled by RRI 09/26/23 at the insureds request. RRI has completed their part by cancelling the policy and issuing the refund to ****.

      ****, is a premium finance company available to help people with payment plans for insurance companies that require 100% of premiums upfront. Using **** is completely voluntary to the client and **** is not part of RRI. It is an option for clients who need financial assistance to pay their premium over an extended period of time. The client in this case used ****.

      The flow of money is always from the insured to ****, **** to RRI, then RRI to the insurance company. In that case of a refund, it is reversed.  Insurance company repays us, we repay **** and **** sends the refunded amount due to the client directly per their contract/agreement.  If there is a balance due to ****, that is between **** and our mutual client. 

      **** has their own agreement and contracts in-place with the mutual client, which appears to be the concern here. Exhibit attached from Docusign Envelope of the Premium Finance Agreement.

      There is a Minimum Earned Premium of 25%, Broker fee $600.00, Fee on **** Agreement $183.00, all non-refundable. That being said, we do not make it a practice to promise refunds, especially when we there is a third party the client has entered into an agreement with and transacts payment through them. Our team is all familiar with minimum earned premiums and fees that incur with premium financing agreements and would not promise a full-refund. This is the **** agreement/contract entered into and should be addressed with **** further, not RRI.

      We carried out our responsibility by timely issuing the policy at the customers request and cancelling the policy and notifying parties concerned along the way.

      It is our point-of-view that the client may not have read or understood the **** contract, or simply disagrees with their policies, which they signed and dated 9/12/23.

      While we feel bad for the general nature of the issue at hand, we do not feel the complaint involves Robertson Ryan Insurance or that a refund is owed by our company. 

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