Zander Insurance Reviews (%countItem)
Zander Insurance Rating
Address: 6213 Charlotte Pike, Nashville, Tennessee, United States, 37209-3038
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+1 (615) 352-2850 |
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Refund Issue
The customer service for getting a refund is terrible. I had an issue that required my original account to be closed and had to open a new account. I had already paid the yearly fee for the original account but had to pay a second yearly fee with the assurance that the fee would immediately be refunded to my credit card. No refund has been issued despite my repeated calls for over a month. Each time I call I have to wait for nearly 2 hours for someone to actual come on the line. I keep being told that they are sending my problem a higher authority for this problem and that someone would be calling me to follow up on this issue. So far, no phone call and no refund. DO NOT USE THIS COMPANY!! They are liars!
I want them to issue my refund as promised.
Contact Name and Title: R. J, Client Relations
Contact Phone: 615-***-***
Contact Email: rj***@zanderins.com
This member signed up for ID theft protection services in July of 2017, and then again in September. Upon discovering that she had enrolled twice, a representative advised they would refund and deactivate the first account in order to keep the second account active. The first account was deactivated, but the refund was never processed. The member contacted the ID Theft team two additional times to advise that she hadn't received the refund and was assured that it would be taken care of by way of escalation to a supervisor. It wasn't until the member's spouse called on October 19th that resolution was received. The representative discovered that the payment information on the first account had expired, which is why the refund could not be processed. The representative refunded the new membership instead, allowing the client to have the funds returned to her bank account. A manager reached out on October 20th to offer apologies and an additional refund of the yearly fee, via check, for her troubles. We are very sorry that this situation has occurred, and will work to ensure that it does not happen to our clients again.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has issued a refund and are giving us a year's membership at no cost. I am satisfied with the final resolution.
Impossible to reach them immediately either by phone or online. Waited 2 days and over 4 hours on the phone just to reset my password.
We signed up with them recently after my wife took lectures from *** at her work. My bank did a credit check on me when I applied to open a new credit card. Another agency that the OPM set up for us a few years ago (after the government got hacked) notified me immediately.
When I went to check on why Zander didn't notify me, my account got locked. I attempted numerous times to reset my password but kept getting 500 errors. So I tried to call for a simple password reset. Waited over an hour and gave up. The next day, I attempted online to reset my password with the same results. So I called again, waited over 30 mins and decided to take advantage of them calling me back using my place in queue. Over 3 hours later, I got an indifferent rep that told me that Zander only "monitors" credit events and doesn't notify you of events like mine. That's not what I understood when I signed up and I told her that I needed to be notified. She was very happy to cancel my subscription and get rid of us.
After she hung up, I realized that they have EVERY bit of information about me, my wife and our accounts. I wanted to be sure that this information is destroyed and wiped from their system. Since then, I've made several attempts to get a manager or supervisor to call me about my concerns. No one has called me and I am very concerned.
I need to be assured that our information is wiped from their system. They need to make sure that they advertise that this system monitors your information and it's up to you to be religious about going to the site and monitor your own information. I want them to listen to the terrible experience that I went through. After all, it took quite some time for us to gather and enter all of our information into their system. They owe us at least that much. Senior citizens need peace of mind in situations like these.
I spoke with a supervisor at Zander. She convinced me to give them another try for a year and I took her up on her offer. She also listened to my suggestions about how to improve customer service. Thank you for your assistance in the matter. I feel you play a vital role. You may now consider this matter resolved.
Services not provided per contract
We called Zander to report ID Theft on 9/22/17. We were told we would be called by a Recovery Specialist in 1-2 days. No one ever called. I have called back & stayed on hold over an hour & a half with NO HUMAN acknowledging my call. I then emailed my complaint asking for assistance. I received an email back saying my ID Insurance was now cancelled!!! I DID NOT REQUEST CANCELATION. I called about it & again was left on hold with no human. We have paid the annual family coverage fee for 10 YEARS. Now we are not getting the services we paid for. This complaint is the only way I know to get someone at Zander to contact & help us.
We want our ID Insurance to remain active. We want a Recovery Specialist to call us & handle our ID Theft claim.
called in to report an ID theft event. When we called her back her contact information in our database had become invalid. On October 5th a supervisor contacted ***. Unfortunately the number in her client file was disconnected and the email address on file was no longer valid. The supervisor was able to find her number through white pages.com and made contact. *** apologized to the supervisor and let her know that she knew her contact information had been changed and she had not updated her profile with Zander. The supervisor immediately put her in touch with a recovery specialist. The supervisor followed up the next day and *** told her that her case was now being handled. There is yet to be a final resolution due to ***'s busy work schedule. The supervisor intends to stay in touch until final resolution has been accomplished.
My husband and I recently used Zander Insurance to purchase individual term life insurance policies. Zander was wonderful to deal with. Their representatives walked us through every step, stayed in constant contact to update us on the progress of our applications and was extremely responsive to any inquiry we had or action that needed to be taken to move our applications along. We couldn't have been happier with our experience with Zander Insurance Group!
Thank you for the feedback, Mrs.! We are pleased to have been able to help you and your husband obtain this important protection. Please don't hesitate to reach out to us if you need anything in the future!
Applied for a 30 year term policy for myself and my husband. Both policies came in at the rate we were quoted. The process took the amount of time we expected. I would recommend them for your insurance needs.
I have had zander identity insurance for the last three years and it wasn't until recently that they changed their policy. They did a policy update but they failed to inform us ahead of time nor did they disclose the type of changes they were making. We are now required to provide more personal information (SSN) in order to access our website accounts. Not only did they change that aspect but they took it upon themselves to change our usernames and passwords without letting us know. I cannot access my account online unless I submit information which I don't want to disclose. (I initially didn't have to when I signed up with them.) If you ask me that's kind of under handed. Tell you customers what you intend to do and then disclose what changes you plan on making before you make them. Allow us the chance to make the decision if we want or choose the types of services or policies you are making.
Regretfully the events that have been noted seem to be a misunderstanding since we have greatly enhanced our services for free to our ID Theft clients and offered these product improvements since 1/1/17 with numerous notifications being sent to all clients. Prior to 1/1/17 we sent emails to all clients advising of the change in services and their ability to include monitoring services, at their option, to their existing services for ID Theft Protection. We sent two emails to all clients with new authorization codes so they could log onto to our new secure website that did require new login credentials but does not require the entry of new personal information. If a client chooses to add the enhanced monitoring services then personal info is required but it is strictly an optional service at no additional cost to our clients. We regret that the client either did not see the emails or receive them and with a call to our offices we can quickly explain in more detail and clarify this misunderstanding. We have also tried to contact the client twice to explain the situation in more detail but have not received a call back.