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Complaint Details
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Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This insurance company me to let me know my policy was not being renewed, I was okay with that. I advised I would find a new insurance company. I found a new company, new policy started on Oct 1, 2023. Electric insurance company not only didn't cancel their policy as they stated but renewed the policy without consent or even notifying me. Then had the audacity to send a bill to a collection agency. I would not recommend this company. Unfortunately I had to pay the collection company to save my credit report.Customer response
05/03/2024
I have not heard from the business in response to my complaint.
Business response
05/06/2024
During a call on 9/19/2023 a discussion was had specific to Electric Insurances decision of non-renewal specific to the customers automobile policy. During that conversation it was reviewed that the home would remain active and renew for a subsequent term. The home policy renewed, and payment was not received by either the mortgage company or customer resulting in the home policy being cancelled for non-payment and ultimately sent to collections. Once payment is received from the collections vendor, Electric Insurance will flat cancel the home policy and generate a refund to the customer. This should occur around 5/20/2024 and will generate an email to the customer to choose how they would like to receive their refund.Customer response
05/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to get them to reissue a check for $500 on my name. They sent a check on my husbands name who passed away 2 years ago. I cannot deposit it. The check was regarding refunding the policy deductible and both of us were on policy and since we had a living trust with i being surviving trustee, I am trying to get them to reissue the check. I have contacted them multiple times, have sent emails etc, sent his death certificate also. I am getting shunted between claims and customer service departments. Check number they issued is ******Business response
03/19/2024
Electric Insurance Company was working with *********************** to obtain the necessary paperwork required to update her policy since Mr.Mehendales passing. The paperwork has since been received and we reached out to ********************** to advise the $500.00 stale dated check have been reissued to her directly. At this time, we consider this matter resolved.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
******************* *****************************, Office Manager ************ Electric Insurance Company ***************************************************************************** ************** .ElectricInsurance.com Auto Policy # A100020668 ***************************** *************************************************************Business response
03/15/2024
****************** recently placed a glass claim for his 2021 *** X3 and requested *** glass be used as his shop reportedly advised the heads-up display would not work properly with the use of aftermarket glass. Our process entails use of aftermarket glass for replacement if available and there has not been prior issues identified with use of aftermarket glass for comparable vehicles. Upon receipt of the complaint, we contacted our glass vendor to review Mr. ******** concerns, and they provided us with several replacements for the same year, make and model of car using aftermarket glass with no issues identified involving the recalibration. Based on this information we stand by our position regarding the use of aftermarket glass and advised ****************** if he elects to use the *** glass Electric Insurance Company would issue payment based on the aftermarket cost and and he would be responsible for the difference (identified as $619.35). Based on our last communication with ****************** he declined to pay the difference and advised he would be moving forward with the claim. At this time, we consider this matter resolved.Customer response
03/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Both glass providers the one offered by the insurance company and the one recommended by the *** dealer agreed the third-party glass my not work well with the Heads-up Display and they do not guarantee it would work as good as OEM part. Other Insurance companies offers OEM parts when there is Heads-up display feature. if Heads-up display was not there third part works as good as the **** Insurance should reconsider.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
03/25/2024
Based on the claims processed by our ************ showing successful recalibration with an aftermarket windshield for the same year, make, model as Mr. ******** vehicle, we do not feel *** is required. However, in the spirt of compromise we have agreed in good faith to split the cost difference of the *** vs aftermarket part in an effort to resolve this matter. We have since spoken with ****************** and he has agreed to this compromise. We received the paid invoice and have reimbursed ****************** $297.40 which is 50% of the *** part price difference.Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Electric Insurance and RotoRooter have fraudulently processed a home insurance claim in my name. No one return my calls. My house repairs are incomplete after 7 weeks. My belongings are crammed into a pod in my back yard (mildew soiled clothing and clean clothing combined). They ran 4-6 blowers for 4 weeks and caused my electric bill to skyrocket! The original reason I called RotoRooter was to get an estimate for a sewer drain installation. It seemed as if they were helping me and the insurance company too. My grandkids cant visit because my house is a hazard ?? no one offered me hotel accommodations I guess because my demographic location. (I can just toughen it out). My basement IS STILL FULL OF WATER..and NOW THE INSURANCE COMPANY ISNT FINISHING THE NECESSARY REAPAIRS!! I have the pictures to prove that my house is incomplete and you can swim in my basement. The insurance company made me make a $230 (est) repair to my furnace (out of my mortgage payment payment for next month) and I thought that I was getting reimbursed for. I cant afford to take these losses because these pack of wolves out of *******(RotoRooter) hustled me. How can they?? With a reputable name!!! My son and I called ***************************** (initial RotoRooter rep.) to ask about the claim received from the insurance company and he said that he NO LONGER WORKS FOR ROTOROOTER!!!! How convenient???? Please help me and my family. I dont have ANY INCOME. I cant come back if everyone steals from me. Are there any good businesses left in the world? Thanking You In Advance,**************************** 2016 Seventh Street ****************, ** ***** **************Business response
02/05/2024
************************* with Prostar Adjusting contacted ****************** on January 31, **** on behalf of Electric Insurance Company. ****************** advised that Roto-Rooter did not perform all the necessary work they said they would do. ************** advised ****************** to contact Roto-Rooter to discuss and that she will need to contact a contractor for the repairs. ***************** was also seeking resolution for clothing cleaning, so ************** directed her to the company that performed her mitigation, ******** Restoration. ****************** will contact them to resolve. ************** also advised ****************** that the water in her basement is not related to this claim, but from a dehumidifier pump that failed due to wear & tear.Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have paid our insurance for years. We filed a claim on our roof from storm damage several months ago. The adjuster came and said we definitely had damage from the storm and he would report that we needed new roof and gutters. That was over a month ago. We have called and emailed numerous times regarding this claim with no response. We have left message after message and still no response. Any help with this would be appreciated. Thank you. *******************Business response
11/20/2023
On September 7, 2023, ******* and ************************* placed a claim for hail damage to their home. Electric Insurance Company assigned an Independent Adjuster, Ryze Claims Solutions to assess the damages. We contacted the insureds on October 11 and advised we were awaiting the inspection report and estimate. The inspection report was received, and phone contact was made with ******************************* on November 17, 2023. We issued actual cash value payment of $13,228.23 to the insureds and their mortgage company. The Stuarts will submit the completed invoice when work is done for review of recoverable depreciation payment.Initial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filed a claim with my car insurance company (Electric Insurance) on 7/14/2023 for damage done to my ******* Sonata following an attempted auto theft. The company has failed to resolve the claim and provide authorization for repairs after 3 months. Claim # ********A71 The vehicle is located at the repair shop (*********************************** rep * **** #************). Electric Insurance claim adjuster * ************************* #********************* Looking for resolution so I can get my car backBusiness response
10/25/2023
On Friday July 14, 2023, *********************** reported her 2011 ******* Sonata GLS had been stolen. The claim was assigned to ************************* Monday July 17, 2023, at that time we were notified the vehicle was recovered and we immediately assigned an appraiser to inspect the vehicle. The appraisal report was received July 25,2023. No payment was issued at this time as the damages were under the insureds $500.00 deductible. The insured was advised to provide a copy of the appraisal to their shop and if additional loss related damages were found upon tear down the shop would contact the appraisal company for a supplement. It was not until September 22, 2023, when Ms. ************ shop sent request for a supplement. On October 5, 2023, the supplement approval was finalized, and payment was issued in the amount of $608.72. The following day the shop requested an additional supplement. The shop was seeking approval of *** parts and additional labor. The appraiser rejected the supplement for the *** parts as the loss vehicle did not meet the 2 year/24k mile threshold within the policy to qualify for *** parts. The matter was escalated and after speaking with the shop we agreed to the use of *** parts as they were readily available. If we were to wait for the aftermarket parts, they would take approximately 1-2 weeks to be received which would delay the repair. On 10/19/2023, we received cost breakdown from the shop for the *** parts and issued payment in the amount of $895.68 at this time we consider this matter resolved.Customer response
10/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response (although incorrect details) does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
06/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Electric insurance uses a company called ****** to withdraw my biweekly payments for car insurance. My policy was from July 1st 2022 to July 1st 2023. As of June 2023 electric insurance confirmed that I was up-to-date and did not owe any more money . ****** withdrew $685 out of my paycheck on June 2nd and told me that Electric insurance requested that balance to complete my policy from July 2022 to July 2023. I was supposed to pay $50 per pay period. I was told that 2 manual credits,$500.00 paid Feb. 22nd and on another date $79.00 totaling $579.00 we're not accounted for when I had both ****** and Electric Ins. on the phone together so they know I overpaid and still haven't refunded my money. I was hung up on twice by a female agent at Electric insurance company when I requested a Supervisor. She told me that she spoke to her supervisors and they said there's nothing they can do and to call ****** and she just hung up. I called back she answered again and hung up right away without saying anything. ****** said that they don't keep records of what I owe they just take whatever electric insurance requests even though ****** is the company that sets up the insurance and tells you how much is going to come out of your paycheck biweekly I never agreed to any lump sums of money being taken out of my paycheck. The woman that hung up on me told me that I was paid up until December and if I wanted money back to call ****** or cancel my service for a refund of the overpayment. I included 2 attachments 1 will show that it says I paid $820 February 2023 and then they just took $685 in June 2023 my policy was from July to July this amount is more than the entire policy and doesn't even include the payments that were taken out of my check monthly. The entire policy was less than $1200. I want my account fully reviewed for additional overpayments and refunded asap and then the regular payments withdrawn biweekly as I agreed to with safeguard to prevent in future.Business response
06/22/2023
************************* contacted Electric Insurance Company on 6/8/23 with a representative from ****** to resolve a withdrawal for $684 ****** had taken from Mr. ******* automatic payroll deduction. After communications with ******, we confirmed that an error had been made in Mercers manual billing process. The error also caused a second deduction to take place. ****** advised Electric Insurance they would contact the customer to review next steps and apologize. Furthermore, the interaction has been reviewed with the representative involved in an effort to continually improve the service provided by Electric Insurance Company.
Electric Insurance has since refunded the $684 by digital disbursement. **************** accepted the payment via PayPal on 6/17/22. ****** has confirmed the second mistaken withdrawal of $684 will be sent to us and once received we will follow the same process and immediately refund ****************. Once Electric Insurance refunds the second payroll deduction we will consider this matter resolved, however, should there be any additional questions or concerns, please do not hesitate to contact me directly.Customer response
06/24/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/8/23 policy holder for Policy # A5044068A2 hit my car and was 100% at fault. A claim was opened against policy holder. Claim # ********A18. My car was scheduled to go to a body shop for repairs on 3/20/23. I got rental car the same day. Electric insurance does not want to cover full reimbursement for the car rental that i had to purchase out-of-pocket due to them not wanting to cover rental until police report was received. They have the policy report and are still not issuing a full refund. I have also filed a CRN violation against Electric Insurance Company and plan on filing a lawsuit if his not rectified immediately.Business response
05/15/2023
We have reviewed the complaint filed by ************************* regarding his out of pocket rental.
In reviewing the file, the accident occurred on March 8,2022. Mr. ******* vehicle was drivable and he was informed that we could not accept liability until we received all statements of loss and the police report; therefore, it may be a better option to file through his own insurance carrier. **************** refused and indicated he wanted to file direct with Electric Insurance. He dropped his vehicle off at his body shop on March 20th before Electric Insurance Company had finalized liability and got into a rental vehicle out of pocket despite his vehicle being drivable and liability pending. After receiving the police report on April 17,Electric Insurance Company accepted liability and we authorized a direct bill for him. We confirmed with the body shop that his car sat at the shop until March 28th, which is when the body shop began work on the vehicle.
We have since spoken with **************** and have issued payment for his out of pocket expenses from March 28th until April 17th for the time the vehicle was being worked on. We consider this matter resolved with ****************.Customer response
05/15/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Electric Insurance company is not a car mechanic company. They are a car insurance company. They are not qualified to evaluate the drivability of a car. Furthermore, the damage to my car resulted in the replacement of both front wheels (see the attached). My car was not drivable. This claim was processed in bad faith. I expect a full reimbursement for the rental I was forced to purchase due to your company not accepting full responsibility.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
05/25/2023
Our Independent Appraiser inspected ****************** vehicle on March 16, 2023 and documented mileage of ******. Mr ******* shop,European Paint & Body, wrote an estimate on March 27, 2023 and documented the vehicle mileage of ******, indicating that approximately 300 miles were driven between those dates. We have reached out to **************** to discuss further but have been unable to connect. We respectfully disagree with the request for full reimbursement, and feel we have reimbursed for a fair amount of out of pocket expenses.Customer response
05/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is incorrect. The body shop (European paint and body) performs test before assessing damage. They also perform test after work is complete. This was stated by them in order to warranty their work. Again, Electric insurance is not a mechanic. They are operating this claim in bad faith. Full reimbursement demanded.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was hit by a woman insured with Electric insurance Claim number 20230317A45 and they accepted 100% liability and when I called to get a rental car that comparable to my vehicle I was told they wouldn't Cover it and that at the end of my claim I could submit for reimbursement. I should not have to come out of pocket and hope that a company that has a 1 star rating on the BBB will do the right thing and reimburse me. The adjuster ************************* was so rude and unhelpful. We asked for a manager and no one ever reached out. I want them to pay for my rental car today.Business response
03/29/2023
****************** filed his claim for damage directly with his own carrier and was provided a rental car from them as well. ****************** contacted Electric Insurance Company looking to obtain a larger vehicle than what his own policy covered. We advised Mr. ************;that we would reimburse him up to $69.99 per day (the daily rate for a rental vehicle comparable to his own vehicle) for the necessary repair time of his vehicle based on the labor hours outlined on his damage estimate. We advised him that any additional days he requested would need to be supported by a supplemental damage estimate. We provided ****************** the option of canceling his current rental and establishing a new direct bill authorization through Electric Insurance Company or continue with his current rental authorization through his insurance carrier and we would reimburse him the difference to upgrade to a larger vehicle. ****************** opted to continue with the current authorization through his carrier upgrading to a larger vehicle and he will submit his out-of-pocket cost to Electric Insurance Company for reimbursement up to the $69.99 limit we have approved. We consider this matter resolved with *******************Customer response
03/29/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Your adjuster was so rude and unhelpful why in the world would I ever let you guys start over my claim. I have been in accidents before and have never had these issues. Horrible company that let their staff treat you like garbage. The fact that I will have to come out of pocket and hope that I will be reimbursed by a company that has such a poor rating with the BBB and has done nothing but treat me like trash doesn't seem like a good solution to me.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
05/09/2023
****************** opted to continue with the current authorization through his carrier upgrading to a larger vehicle and submit his out-of-pocket cost to Electric Insurance Company for reimbursement up to the $69.99 limit we have approved. On April 6, 2023,we received the rental invoice from ****************** referencing $313.51 in fees that ****************** paid for directly. On this same day we processed a reimbursement payment to him in the same amount. We consider this matter resolved with *******************Customer response
05/10/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
02/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was stolen in October. I am still waiting for my total loss paycheck from electric insurance even after cooperating with them on everything they required of me. I have now made 5 car payments on a car that I no longer have possession off simple because the insurance company says they are still investigating. They do not want to waive the deductible. I have called and talked to 3 different manager who all say they will investigate and they never call me back. It seems like electric insurance doesnt care about their customers at all. Not so much as a free rental in the meantime Im just paying for a car that was stolen and it is throwing my financies all out of wack since Ive already had to get another car to keep working to keep on paying my bills. And they are still charging me for the stolen car on my car policy?!? I dont know what to do at this point besides seek legal adviceBusiness response
02/17/2023
We have reviewed the complaint filed by ********************* ****** regarding the theft of his vehicle. At this time our investigation is active and ongoing, as we are attempting to secure statements from potential suspects involved in this matter.
Based on the evidence gathered to date, we have determined we will move forward with coverage and handle the claim as a total loss as the vehicle has not been recovered.
In accordance with the policy provisions, ****************** $1,000 comprehensive deductible will apply. If our investigation reveals the party responsible for the loss, we will look to subrogate against the responsible party for the claim payment as well as ***************** deductible.
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