ComplaintsforBerkshire Hathaway GUARD Insurance Companies
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Complaint Details
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Initial Complaint
06/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I recently bought a house. This company started emailing me as if I had chosen then for homeowners insurance. I never contacted them or spoke with them, let alone made any kind of agreement with them where they should be charging me. We are with an entirely different company for our homeowners insurance. Now I have received a bill from them for $42 that they claim I owe. I'd like this amount written off and I'd like to have my information removed from their database.Business response
07/10/2023
We reviewed this complaint and found it to be not genuine. The Complainant's insurance agent bound insurance with AmGUARD at the request of the Complainant. However, upon receipt of this complaint, AmGUARD cancelled the issued policy retroactively from the day it was bound. Therefore, no coverage was ever provided to the Complainant and no balance is due. We believe this resolves the matter and we wish the Complainant the best.Initial Complaint
06/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 26th 2023 I made a payment in the amount of $407.00 Dollars to my Homeowners Insurance because my Mortgage Company was taking too long to pay from my Escrow Account I have with them, ********* Loan Company. Guard had sent a notice that the policy would Cancel on 6/6/2023 due to non-payment and I did not want that to Happen. On 6/5/2023 my Mortgage Company ** ****** made a 2nd payment in the amount of $407.00 dollars thus creating a over payment for my Homeowners Insurance in the amount of $407.00 Dollars. I was told that a check for this amount was sent out on the 15th of June, however I have never received this check. I am still waiting for my overpayment in the amount of $407.00 Dollars from Guard Insurance Co. Upon contacting them they state the matter is closed.Business response
07/10/2023
We reviewed this complaint and found it to be without merit. The consumer voluntarily made an over-payment of the policy, and we found that this payment was already promptly returned before the date this complaint was filed. Therefore, we believe this complaint was unnecessary and we wish the consumer the best.Initial Complaint
04/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My Home Insurance policy was canceled on 3/30/2023, but Guard Insurance want ahead and withdrew from mu checking account in the amount of $3,799.00 on March 31/3/2023. Withdrawing money without my authorization is fraud, besides Guard did not notify me in advance before withdrawing/ I want my refund ASAP, not 3 weeks later.Business response
04/17/2023
We have reviewed this complaint which appears to reflect a misunderstanding. It appears the complainants cancellation request was sent in after business hours, hours right before a scheduled authorized payment was to be drafted. However, after prompt processing of the complainants cancellation request, it was ensured that no funds were taken, and the policy has cancelled.
As stated above, the complainants policy was cancelled as requested and at this time, we do not see any such funds taken from the complainants account.
Customer response
04/18/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************Initial Complaint
02/27/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 11/17/2022 I was involved in a motor vehicle accident with a ********** Parish work truck (*****). I filed a claim with AMGUARD 12/9/22 the parish filed 12/14/22. Over the last 2 1/2 months I have yet to receive any official communications other than a phone call from a contract adjuster. I have sent numerous E mails several phone calls to their nonexistent customer service dept. asking for an official denial or acceptance of my claim. With no response. I just recently received an E mail ( the one and only ) stating that the claim # ******* I was using was incorrect and they could not locate my claim. I just got off the phone with another rep this morning who said the claim # ******* was correct and another rep would be contacting me ???? This company has not been fairly or honestly doing business with me, their lack of communication tells me they just want me to go away and use my insurance to cover an accident that was clearly not my fault. The police report and the vehicle damage support this..... Is it too much to ask for communication from them ?Business response
03/14/2023
We have reviewed the complaint and it appears to contain an inaccurate account of the claim, which has been denied as communicated to the Complainant.Customer response
03/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:My complaint was very accurate as to the way AMGUARD treated my claim with lack of GOOD FAITH........40 days with one communication from AMGUARD from the date I submitted the claim ?
AMGUARD has never provided written notice of denial or provided the information used to reach their decision as required. They have not responded in any way to my request for this information.
Am I asking too much for written notification, as I will need some type of official notification from them, to legally move forward with this. I'm sure they would respond much differently if I were a lawyer !
What a company !
Regards,
*****************************Business response
03/30/2023
We have reviewed the recent correspondence and found it unsupported. Our initial response has not changed.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 24th 2022 my fiance (***********************) and I (***********************************) were tenants at the ****** ******* in *********** ** *********************** since October ***************************************** the ceiling of our room that cause the whole hotel to flood. We had everything we owned there and we walked away with only the clothes we had on. The room was a disaster. Our belongings was damaged, drenched in insulation ,wet and some things was lost. For the past month we have been going back and forth with Berkshire Hathaway Guard insurance company about reimbursement. I've dealt with four different adjustors for this one problem and now they say nothing can be done because I don't have itemized receipts but I have pictures of everything and they're not willing to just take the photos for evidenceBusiness response
02/15/2023
Our files show that the adjuster has requested proof of damages and verification of the requested amounts to indemnify the claimant for their loss subject to the terms and conditions of the insureds policy. We have not received the necessary proofs and damage verifications as of yet.Initial Complaint
01/19/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I attempted to cancel my insurance policy through email on April and May of 2022. I was in contact with my insurance agent, *********************************, who stated after two weeks of conversation that the policy had been canceled. I continued to be billed for the following 3 months. When I contacted ******* again he said the policy was never canceled but said he would fix it and refund my money, which he did. My account was then charged again in August after being told there was no longer a policy. In October I received a bill from the company stating I owed them for a time when I did not have their insurance. ******* stated he would take care of it. I then received another bill for a time I did not have their insurance. I was told again by ******* that he would take care of it after threatening to go to the BBB to remedy the situation. He told me not to do that and hi E him a few days to fix it. A refund was issued, however I just had another draft come out of my account for $155 that I did not authorize. I believe I'm being targeted because I left this company and they continue to bill me and charge me for a policy that was supposed to have been canceled over 6 months ago. At this point it just seems to be harassment and *******'s reassurances have done nothing to help the situation as I continue to be billed for a policy canceled over 6 months ago.Business response
01/31/2023
Upon review of your complaint, AmGUARD originally received a Lost Policy Release form (LPR) with the wrong policy number listed on the form. When AmGUARD received an updated LPR form with the correct information listed, the policy was canceled in accordance with the terms and conditions of the policy. As soon as the correct information was provided, this matter was resolved and there are no further outstanding matters related to the transaction.Initial Complaint
12/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my policy because I was switching to another company and they are Berkshire Hathaway and Guard is sending me to collections because theyre saying I owe them money for unpaid policy. I did not the end policy with them and I dont need to pay for policy I dont have. I have paid another company for those months. They harassing me with calls about their money and sending me to collections I dont need to pay themBusiness response
12/30/2022
We have reviewed this complaint and found that an annual policy was issued for the complainant, and not long before it was due to expire, the complainant requested it be cancelled due to finding coverage with another carrier. After cancellation was properly processed, and in light of premium payments that were made, a balance still remained due for the policy,at least for the time period it was in effect.Initial Complaint
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We filed a claim w our insurance company claim ************ **** a tpa handled our claim and have been totally unresponsive to get this resolved, after months they promised to finally send us the updated and final estimate that same day, its not over a month later and have not heard back. Please help usBusiness response
12/16/2022
Review of this matter has found that the complainant retained a public adjuster to represent him in the claim, who the *** has remained and continues to remain in communication with in finalizing this claim.Initial Complaint
10/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My GUARD insurance policy #: ********** I purchased GUARD home insurance through its agent effective on 7/12/2022, and paid the full year premium in the amount of $2271. I later found more suitable home insurance from ***** ****, therefore, decided to switch my home insurance provider from GUARD to ***** **** effective on 9/19/2022. GUARD did cancel my insurance on 9/19/2022, however, rather than charging me a date prorated premium for the 69 days covered, they decided to use a so called "short term" rate to charge me $659. So in the end, I only received a refund of $2271 - $659 = $1612 from them. GUARD or its agent never explained to me that they will charge me a higher rate if I decide to cancel the insurance before my renewal date. According to insurance law and regulation, customers can switch insurance providers at any time without being punished. GUARD should only charge me the date prorated premium in the amount of $2271 * 69/365 = $429, therefore, I should receive refund in the amount of $2271 - $429 = $1842. As of now, they only refunded me $1612, they should refund a further $230 to me. I have talked to GUARD's agent and GUARD customer services through both phone and email, no one is willing to resolve the issue for me. I have changed insurance providers before either for my home or my auto, all insurance providers will only charge the date prorated rate. What GUARD is doing here is deceitful. I am seeking BBB's help here to have its bad action corrected, and have them refund me the correct and legitimate amount.Business response
11/08/2022
We have reviewed this complaint and determined that the subject cancellation and related premium refund were proper. The policy cancelled at the request of the former insured and therefore, the cancellation was calculated on a short rate basis according to the clear terms of the policy and the table filed with the state of New York, as appropriate.Business response
11/23/2022
We have reviewed the additional correspondence to this file and our initial response is not changed. The cancellation and associated refund were properly processed in accordance with the policy terms after the Complainant requested (voluntarily) to cancel the policy. The Complainant may refer to the policy endorsement titled Special Provisions – New York (Homeowners form ** *** ** ** **), page 53 of the subject policy's declaration, which clearly sets forth the "Short Rate" cancellation. This was explained to the Complainants agent as well.Customer response
11/29/2022
The Guard Insurance is lying and continues to behave in a deceitful way!
After BBB's first escalation to them, their customer services representative called me and told me that I will get pro-rated refund as long as I can provide evidence that the insurance policy is requested to be canceled on or before 9/19/2022.
I submitted the attached document which was sent to the Guard's insurance agent by the agent of my new insurance provider ***** ****. The document was signed on 9/12/2022, well before 9/19/2022. The cancellation form attached also requested the refund to be prorated by the agent at ***** ****.
The Guard's continuous denial to refund me my insurance premium by pro-rata is shameful. Should not be tolerated and permitted.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
***********Initial Complaint
10/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Feb 11, 2021 we had a fire in our business. Since then, we have worked diligently to provide Guard with all info needed to process the insurance claim. They seem willing to help, but each time we ask for money to restore the business, they delay. There have been several times over the last year and a half where they have gone silent for months at a time. In our latest example, we came to agreement with Guard on Aug 25, 2022 they they owed $194,140 to cover some of our rebuilding costs. After agreeing, then they went silent. It's now Oct. 21, 2022 and we've tried to get a response all ways we know how. Nothing from Guard. This whole thing should have been resolved long ago, but Guard does not seem interested in resolution. They seem most interested in holding on to the money for as long as they can.Business response
11/01/2022
We have reviewed this complaint and found it contains several inaccuracies as to the facts of this claim, and it appears to not mention any of the payments that issued since the beginning of the claim. The complainant and his public adjuster have been informed multiple times that their proof of loss submitted for the referenced amount of $194,140.16 was not agreed to, with reasonable explanation provided as to why. Our adjuster has remained in contact, including as recently as today, and will continue to do so as the claim moves towards closure.
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Customer Complaints Summary
48 total complaints in the last 3 years.
18 complaints closed in the last 12 months.