Total Amount in Dispute:
$174,522.00
Total Amount Settled:
$0.00
Complaint Experience
40%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.
Although in some cases the company failed to respond to complaints.
Some complainants allege they experience delays in processing of claims the company fails to pay claims and they receive poor customer service when initiating claims. Others allege that increases in premiums or other previously undisclosed charges appear on monthly statements without previous notice. Some report they are unable to cancel their policies unless they agree to high cancellation fees. They also contend the cancellation charges are undisclosed until cancellations are requested. The company responds to some complaints by offering explanations of their policies or by processing claims. Some complaints are closed as unresolved meaning the customers are not satisfied with the company's responses. Other complaints are unanswered.
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