Tyris F.
Avoid At All Costs. They Will End Up Costing You More In The End.
I didn't know I wasn't actually purchasing from Insurox. They were selling me a policy from another insurer, Neptune Flood. Neptune is a new company and has ONLY 1-star reviews on the BBB website. Every single review is 1-star and some have the exact same issue as me. I contacted Insurox to cancel my flood policy in May since that was the only company I knew of and had dealt with for the entirety of my policy. I sent the FEMA determination that my house was not in a flood zone. They told me they also needed a letter from my lender, which my lender did not send because lenders don't send letters to third parties. Months went by and I got a renewal notice in September. I've been fighting with Insurox and Neptune ever since to get my policy cancelled and get a refund. They won't do it. I even got my lender on a 3-way call with Insurox stating they they will not send them a letter and flood insurance is not needed on the house. That should have been good enough. They had the FEMA letter and notification from my lender. They still will not cancel the policy or give a refund. I've lost hundreds of dollars on paying for a policy that is not needed or wanted. To rub salt on the wound, they sent me TWO notices to renew my policy since I called them again in September to cancel my policy. The "supervisor" from Insurox has very poor customer service skills. When she got tired of talking with me, she said, "Hello, hello," and pretended to not hear me and hung up after we had been talking without issue for 10 minutes. That is poor customer service in general if her supervisors let her get away with that since it is a recorded call. She even lied and tried to tell me it was the law to require a letter from the lender in order to cancel an insurance policy. I asked to see this law and she immediately backtracked and said it was a policy. Avoid this company at all costs. You never know who you're actually getting your policy from and it could end up costing you more in the long run.
Response from InsuroxDec 14, 2022
Thank you for your feedback. We’re truly sorry to hear about your experience and appreciate the opportunity to clarify the situation. Insurox is an insurance agency, and we work with several highly rated carriers—including Neptune Flood—to offer our clients competitive flood insurance options. While we understand your concerns, please note that all policies are underwritten by licensed insurance companies, and our role is to help facilitate that coverage. According to our records, the first cancellation request was made in October 2022, with a request to backdate the cancellation to May. In order to process a backdated cancellation and ensure proper refund, both a FEMA determination letter and confirmation from your lender were required—either a formal letter or a copy of a loan statement showing flood insurance was no longer required. The FEMA letter was received promptly, and the lender documentation was provided at a later time. Once both were received, the policy was canceled effective 05/17/2022 as requested, and a full refund was issued—no premium was lost. Regarding the call, we reviewed the recording and it appears there was a technical issue resulting in a dropped call. Our representative attempted to call you back and also followed up via email and voicemail to assist further. We’re committed to clear communication and transparency, and we’re sorry you felt let down in this instance. If there is anything else we can do to support you, we’d be happy to help. — The Insurox Team