ComplaintsforMatic Insurance Services, Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a third party insurance coordinator, Matic provided the wrong address for homeowner's insurance which resulted in premium being paid for wrong address and my home was left uninsured.

  It has been over a month since the error was identified.

  They have been dragging their feet and giving me a run around about when the premium that was paid for the wrong address will be refunded.

  

  Business response

  09/18/2024

  We apologize for the frustration and the time it is taking to internally investigate these concerns, and appreciate your continued communication with us. As part of our internal investigation it is necessary to conduct a thorough review of internal processes and systemic practices in an effort to the identify potential error and mitigate it from occurring further. We assure you we have been in active communication with all parties involved and have now escalated the investigation to Matic's leadership team. We hope to have a response and resolution to you soon. Thank you for your patience. 

  

  Business response

  09/23/2024

  Hello - I wanted to follow up on this complaint as we have resolved the issue with the customer, which included issuing a refund. I do not see a way to update our response. Is that possible? Here is what we would like to say:

  We appreciate your continued communication and patience as we performed an internal investigation and partnered with the insurer and mortgage provider to find a resolution. We apologize for any inconvenience and frustration that this process may have caused. As alternative coverage was obtained and the previously paid premium has been refunded, we hope that you are satisfied with the ultimate resolution but if there is anything more we can do, please contact us at ###-###-#### or email us at *************************.

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not solicited home insurance quote from Matic Insurance in last 6 months, however they ran an inquiry into my credit on Aug 29, 2024. I did solicit in January 23, 2024 for which they have already done inquiry. Since then I have not contacted this company or requested for quote. They did an inquiry without my consent or any solicitation in August 2024.

  Customer response

  09/04/2024

  I need a written explanation from the business for the soft credit inquiry they did on my credit.  I have not requested or authorized any credit inquiries from Matic Insurance company.
  I provided personal information to this company in January 2024 for a specific purpose. And it was used for that initial purpose in January itself as shared in the evidence, but I did not authorize this company to continue checking my credit or making additional inquiries without my explicit consent.

  I would appreciate it if you could provide a detailed written explanation for the unauthorized credit inquiry on Aug 29,2024. 

  
  

  

  Business response

  09/09/2024

  Thank you for reaching out and sharing your concerns regarding the recent soft credit inquiry on August 29, 2024. We apologize for any confusion this may have caused, and we appreciate the opportunity to clarify why this occurred.
  
  When you first visited Matic in January 2024, you agreed to Matics Terms of Use (************************************************), which included specific language about Matics ******************* As outlined in Section 7 of the Terms, by acknowledging Matic's Terms of Use, you provided written instructions in accordance with the Fair Credit Reporting Act and was informed that the ****************** will continuously monitor the market and proactively obtain quotes for the purpose of matching you with products and services offered by Matics network of insurance carriers. 
  
  The ****************** is designed to continuously monitor the market in an effort to find insurance rates and coverage that may better meet your needs. This service helps us proactively obtain quotes on your behalf, which may require a review of your credit information by the insurance carriers, such as a credit-based insurance score, to determine if more favorable insurance options are available to you. If more favorable insurance options are available we will reach out to let you know. If there is no coverage identified that may be more favorable than your existing coverage, Matic does not reach out.
  
  Important Points about Soft Credit Inquiries:
  - Consent: Your agreement to our Terms of Use when you initially provided your information includes consent for ongoing monitoring through soft credit pulls.
  - Impact on Credit Score: Soft credit checks, like the one conducted in August, do not impact your credit score. These inquiries are only visible to you and do not affect your creditworthiness or your ability to obtain credit.
  - Opt-Out of RateReview Option: We want you to feel comfortable with our services. If you prefer not to participate in the ****************** going forward, you can opt out at any time by emailing us at ***********************************. Opting-out of such service will cease the ongoing monitoring of coverage options and the soft credit inquiries.
  
  We hope the information above provides clarification with respect to the soft credit inquiry and the agreed upon Terms of Use. If you have any further questions or would like to discuss our response in more detail, please feel free to contact us directly at ****************************************** or any other contact method described on Matics website: **********************************************. Thank you again for reaching out. 

  Customer response

  09/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  I am rejecting this response because I did not consent to any terms and conditions as stated by the business. The email I received from my mortgage company, which I have attached, does not mention any terms and conditions that would apply if I clicked View quote. Despite this, the company proceeded to conduct a credit check and started ongoing monitoring without my explicit authorization. I had raised a concern about this in January 2024 also. I had called Matic Insurance company directly and  complained about this unauthorized credit check, as there was no reference or link to any terms and conditions whatsoever in that email. So business can not claim view quote means I consent to their terms and conditions when they never made their T&C available to review. 
  
  Regards,
  
  ***************************** **********

  

  Business response

  09/13/2024

  Hello - In the response, the customer ***************************** **********, said they attached screenshots of their interaction with our email/sign up flow. I do not see any attachments. Is this something you have access to or were they not included? Thank you! 

  

  Business response

  09/17/2024

  We appreciate the opportunity to perform an internal investigation and provide a response to this concern. Based on the auditable record of applicable systems, you clicked View Quotes within your email on 1/22/2024 at 8:36 PM. This action immediately led you to a landing page in which you provided your phone number for verification purposes and clicked Check My Rates. Such page is where the following language and accompanying links for each were presented: By using the Matic website you agree to our Terms of Use and Privacy Policy, where agreement to the ****************** is incorporated. Additionally, we wanted to confirm that you have been unenrolled from the ****************** and will no longer be monitored for coverage options.

  We apologize for the inconvenience youve experienced, and we want to thank you again for escalating your concern. Your feedback has prompted Matic to reevaluate the placement of our Terms of Use and other disclosures within our landing pages to better provide our customers with a positive and conspicuous experience.

  Customer response

  09/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22233830
  
  I am rejecting this response because: 
  

  The information provided about the companys landing page and terms and conditions is inaccurate. The company never made their terms and conditions available to view. This is why I immediately contacted them after they performed a credit check on me in January 2024, as I had not seen nor consented to any terms and conditions. 

  
  I believe this company is engaging in deceptive practices and potentially violating consumer protection laws.

  Regards,
  
  ***************************** **********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business committed broker malpractice by writing my HO policy incorrectly. Now they refuse to allow me to correct the underwriting error by claiming they only write policies with the carrier, and they cannot service the policy. The carrier states the broker is the only one who can service the policy. This leaves me with no option to correct my policy and leaves me exposed due to broker negligence in underwriting.

  

  Business response

  02/23/2024

  *** **** ****** ******** 

  Dear Mr. *****,
  
  We appreciate your feedback and the opportunity to address your concerns regarding your recent experience. Upon reviewing your case, we sincerely apologize for the error in your original policy and any delay in addressing the issue. We genuinely appreciate your patience and understanding as we worked to resolve the issue. We believe your issue has been resolved but if you have any additional concerns, please do not hesitate to contact Matic’s customer service team at ###-###-#### or ************************** 
  
  Sincerely, 
  The Matic Team

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Matic insurance services to get better insurance rates on 4/20/23. For my auto policy I was quoted at $357.17. I agreed to the quote but told the I could not make a payment until my next paycheck. I was told that it was fine, but they needed my banking information on file. On 4/24/23 I noticed I was charged $733, WITHOUT being authorized. I issued a stop payment. On 4/25/23 I attempted to call to see why, but was on hold for an excessive amount of time. So I called the actual insurance company, Safeco, and was told that I was charged that amount due to my account being set up for paying 2 months at a time. Not what I was setting up. They corrected the issue and accepted my payment of $357.17 on 4/28/23. Because of the first unauthorized charge my bank automatically flagged and denied the payment. I resolved the issue with my bank and made the payment on 5/5/23. On 5/7/23 I noticed my policy was being cancelled. On I called on 5/9/23 and was told I needed a letter from my bank. On 5/10/23 my payment had cleared. I called again on 5/11/23 to see why my policy was still scheduled for cancellation. I was told that I needed to pay an additional $711 as a "down payment" to prevent cancelling. I was never notified of a "down payment" in addition to the monthly payment, that I already paid. I told them to cancel my policy effective 5/11/23 and issue me a refund. The refund amount I was told was a little over $100, it should be a lot more as my policy was only from 5/1/23 to 5/11/23, 10 days instead of the full month. Am I being charged from the preparation date?

  

  Business response

  05/16/2023

  Hi Mr. *******,
  

  Thank you for bringing this matter to our attention. We have conducted an investigation and would like to offer our sincerest apologies for any inconvenience this has caused. Matic will be sending you additional information to resolve this issue to both your email and your mailing address. Should you have any questions or concerns in the meantime, please reach out to ***** ******* Sr. Director Customer Service, directly at ###-###-####. 

  Best, 

  The Matic Team

  
  

  Customer response

  05/24/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed -

  
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Matic initially sold me ******** **** *** **** policy (auto #***************) in 2021. Their agent was singing like a bird: we are so customer oriented, we will run for you quotes next year, we are not like other brokers/agents, we remain responsive after you become our customer and etc. Needless to say, it was all lies. I have spent CONSIDERABLE amount of time chasing one or the other agent, trying to get a new quote. I guess, they are just a bunch of scoundrels. Filing this complaint to give them one last chance, or to create a paper-trail and show deceitful advertisement.

  

  Business response

  05/16/2022

  Hi ****,

  Thank you so much for bringing your concerns to our attention. We take customer feedback incredibly seriously. Unfortunately, premium increases are generally on the rise across carriers in the U.S regardless of claims history. Matic does have the ability to search our network of over 40 carriers in case there is a better option available. We realize you reached out to us on May 12th and our renewal agent committed to researching better options for you. Later on the 12th, we see you called in and were transferred a couple of times. We completely understand that the process was frustrating and we apologize for any confusion on our end that led to your negative experience but please know your renewal agent was working behind the scenes to thoroughly research additional options for you, which were delivered within 24 hours. As discussed during your follow up conversation on May 13th, we recommend you stick with your current policy through renewal as we were not able to find you savings. We value our partnership with you and appreciate you for bringing this concern forward as it will help us improve in the future. If you have any additional feedback to share, please reach out to ******************

  Best,
  The Matic Team

  Customer response

  05/23/2022

  Canned response. 
  
  Regards,
  
  **** *********

*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. ↩