Reviews of HUB International (Financial Consultant)

Matt Van Alstyne

Great service!! Thanks guys!

Robert Epp

Don't expect good service here... They are never available to take or return phone calls. I've been calling for two weeks trying to make a change to my policy.

Tram Do

Sandra rosenau is very helpful and knowledgeable. I appreciate her help and expertise. She is a wonderful addition to the Yellowknife office ????

Travis Plain

We bought a a vehicle and needed a claims history letter. Speaking with Sandra Rosenau, she said it would take 2 weeks. Contacted her multiple time via email, which she would respond that she had not heard back from the company. This went on from the 5th until the 13th. We phoned because we need this vehicle for work. She said again she couldn't help us out. Contacted our new insurance provider and he stated that he would contact her and that my wife would only need to email her to state that permission was granted to speak to her. Emailed her immediately with the consent and she stated. "Due to privacy concerns I am unable to discuss matters I do not have the answers to with another broker". My wife had to ask for her manager twice before she contacted her via phone. My wife broke down in tears because Sandra would not help out nor would she put an ounce of effort into this. After this breakdown, Sandra finally relented and started making calls. Why did it have to come to my fiance breaking down into tears for Sandra to do work? Within 45 minutes of Sandra finally speaking with the new broker, the insurance went through. And two hours later my wife received her history letter she had been waiting for which was dated the 11th. Why was it quoted for 2 weeks to get this when it only took a phone call? Our current broker also stated after the phone call with Sandra that she was not very helpful.

M Handley

Sandra was an absolute gem to work with!

Serguei Martynov

Excellent service! Very responsive and customer-oriented. Thank you Sandra and the whole Yellowknife team!

Leif Anderson

They don't return calls or emails. I've had great experiences with other HUB offices and when I first got home insurance from this office, it was great. Nobody else in the area had been able to get me coverage, but Lisa was able to put something together in minutes. After that she worked like clockwork and everything was effortless. After a few years, I guess Lisa moved on, because I didn't get a renewal notice and so my insurance got cancelled. Now I'm trying to get new insurance but the office won't return my emails or calls (not even a one-line "got your email, will get back to you soon" type thing - literally nothing). One time when I called I got through to someone, but I was brushed off without making any actual progress because she was with another client.

Joel Walton

Thanks Sydney

Douglas A Alvarez

Great company

Dayle Hernblad

I’ve FINALLY received some great service @ HUB!!! Been trying & trying to get any service outta them for couple YEARS now- has to go elsewhere to get vehicle insured!! So very frustrating!!! They now have gal named SANDRA who is efficient, knowledgeable & concerned with their service & reputation!!! She provided great service ~ I now have both vehicles insured in one place!!! Recommend giving Sandra a call!! Friendly & helpful!!

Mitch Horn

By far the worst customer service i have ever received. Takes a week to get in to see someone about anything, I used to be able to just email them and make changes. If i could give them less than 1 star i would.

Okaton D

I'll give it two star only because I actually got what I needed, regardless, the receptionist is annoying and doesn't prioritize customer service, I stood there waiting while she flirted with what I assume, significant other. They also aren't taking on new clients right now, so you're left dealing with a representative that's out of City, more than likely Whitehorse.

Kim Nichols

I have been so pleased and impressed with the service that I have received from Sandra Rosenau. Sandra replies very quickly and has the required paperwork you need within an hour or less. Highly recommend dealing with her for your insurance needs.

snookie

Wow!!!!Michelle Self is the best!!!!amazing she is a asset to hub international...always there to help me...thank you!!!

Herb Hunt

Thank you Sandra for helping to resolve our recent insurance issues. Your quick and knowledgeable responses are much appreciated.

Dustin “DadamsYK”

Front of line experience is quite disappointing with the past 2 issues I have had. Phone puts you on hold and says " we care about our customers, and your call will be answered in the order it was received" then they promptly HANG UP on you. Finally get through and - system is down for 3 days, they can't do anything- next time I call - sorry but we don't have any brokers working for the next 6... SIX days. When I mentioned the phone hold system was broken and they were hanging up on customers, the response was "ok, yes we were on lunch"...at 2:15pm. I am traveling to Yellowknife shortly and will speak to someone in person rather than try and deal with the current way, because experience over the phone is worse then the average lemonade stand. The one time I actually got in touch with a broker, she was great!, put in way more effort and time then I expected, and cleared up the issues I was having completely with great communication, but to get in touch with her was the most frustrating customer service experience I can recall. “We apologize for your experience (insert customer name here) and appreciate your feedback. Here at Hub International, we take client service and satisfaction very seriously. If you would be willing to contact the Branch Manager at ###-$$$$-&&&&&, we would appreciate the opportunity to discuss this further with you” verbatim? 2 stars, and both go to the broker who is an All Star on a non playoff team.

Karine Pelletier

We just bought a new vehicle and Sandra really helped us with advice and prompt service. We had to talk few times on a phone to our insurance broker and she always answered the same day ( plus email for documents ). Knowing it is a difficult time for all of us with the covid-19 and she is the only employee available at this time in the office, we think that it is important to mention it. Many thanks Sandra, Karine Pelletier & François DeCoste

Jonathan Ehaloak

Dealt with Sandra Rosenau, and she was great! Very fast and helpful.

Nicole Nordahn

Loved the service I got from HUB when I first became a customer in 2010. Lisa was always efficient and on top of things... When she left everything went downhill instantly. I couldn't get in to see anyone here about renewing my home insurance weeks before it expired. The girls at the front desk were snarky until I said I was a current customer. Recently I was contacted about owing on a home policy that had been cancelled for months. I'm not sure if that was a fault io their part or the insurance company. I used to always recommend HUB, but I'm not sure that I would after my more recent exoeexperie.

Marcy Dodman

I've been waiting over a week for them to send me my experience letter, I explained to the receptionist that I needed it to get new insurance in the new province I'm in, i called a week ago on a Friday, along with the cooperators where I had previous insurance, they sent me it by email within 20 minutes. Weekend goes by still no email from the hub, tried calling on Monday and Tuesday where there was a constant recording saying they were busy, it said to hold and I'd be answered when I'm next, but it kept hanging up on me. I felt uncomfortable leaving a voicemail because I didn't feel like it would be prioritized. Called again on Wednesday morning/yesterday and finally got through, I let them know I've been waiting almost a week and thats it's very important I get it because i need insurance on my vehicle to get to my new job, and if they could make sure I get the experience letter by the end of the day, (seeing as the cooperators did this in 20 minutes I didnt see it as a problem) she said she would note that I needed it. Over 24 hours later still no email, no phone call and back to getting the recording on the phone. This is the last thing I need to get insurance so I am very frustrated with this experience. If another company can do 10 years of experience in 20 minutes (the day i FIRST called and did not have to call back) why cant the HUB do my one that I had for 6 months in a timely manner after being asked numerous times? Will not recommend the yellowknife hub to anyone. UPDATE: It is now Saturday, 8 days after I first called and STILL no experience letter sent. I called everyday and even got the receptionist to transfer me to someone else, I left a very unenthustastic voicemail on Thursday and still no call or email back. On Friday (a week after my initial call) I called the number that was left on other reviews for the branch manager because I kept getting the busy recording again. Got a very snarky woman telling me they were all on lunch and when I stated I've been calling for a week and would like to speak with someone she gave me a very unenthused response. Was unable to reach anyone on Friday yet again, and now I have to wait, frustrated all weekend, as they're closed, with no insurance on my vehicle and a job I now need to get a ride to from someone else and inconvenience their day all because the people who work at the hub clearly cant do their job and get back to people in a timely manner. Its gonna be taking over 10 days to get an experience letter. Absolutely unimpressed. I've been in customer service for over 10 years, I've never written a review about a business because I like to give the benefit of the doubt, and this is the worst customer service I've ever experienced.

Michelle Bevan

We have had our insurance with Hub for many years and have had a really hard time in the past with them providing the service that you expect, it has been hit and miss for quite some time. Since Sandra has joined the team i am so happy with the level of service i have received. She is extremely knowledgable, provides exceptional customer service, reactive and a pleasure to deal with. When i make an enquiry Im confident that she is working for me , will give me the best advice for my needs and get back to me asap with my options. So happy to have Sandra at Hub.......Please stay Sandra

Allan Torng

Customer service is not a signature feature of this office... it has deteriorated over the last year. I am definitely thinking about going to another personal auto insurance provider after the insurance term is up for my vehicle. Seriously, if the business can't handle customer service, then how can it handle an insurance coverage claim?

Marisa Mabbitt

Sandra Rosenau is one of the best Brokers I've had the pleasure of working with. Her response time, especially during Covid and a quick Insurance change was 10 stars. Thank You!

Lynn MacFadyen

I have been a customer for vehicle insurance in the North for over 27 years. During that time, representatives at Hub have not always been easy to reach, or provide efficient and timely service. Sandra R. has changed all that. She is extremely knowledgeable, efficient, dependable, and promotes positive client relationships by email and by phone. We have emailed her and within one hour she has dealt with our file. This is extremely important if you need to have insurance to get your vehicle on the road again. I would recommend that the owner of this business try to keep Sandra on their team of professionals as long as possible. It is very challenging to recruit and retain people who have such a positive impact on a company. She brings in repeat business and attracts new business from satisfied clients who are promoting her by word of mouth. Sandra has been a pleasure to work with and I would highly recommend her to anyone seeking an insurance product in the North.

Devin Case

Sandra was great to work with. She was quick and efficient to get me set up with new car insurance. I would highly recommend in the future.

Steve B

After 7 years with Hub for Marine coverage, my renewal came in the mail this year with a 50% increase in premiums despite never having made a claim. After some emails back and forth with 1 agent, I've made 4 calls to the office over the last week which have resulted in: 1 - No brokers available to help (and when I asked, reception had no idea when one would be...I was then told I could call back tomorrow and maybe someone would be able to help me???), 2 (the next day) - automatic system said all agents are busy, puts me on hold and then hangs up over and over and over, 3 - same issue with automatic system, 4 - No brokers available, directed to another office where I left a voicemail. Imagine having this run around for a claim...good thing I'm only dealing with a renewal! Before all of this, I asked them to check with their other underwriters (aside from the company I was insured with) and was told they had no others...yet at least 2 other companies online I searched with list Hub as a broker for Marine coverage. I like to think I'm a very reasonable customer to deal with. I understand rates can go up. But a 50% increase with no explanation up front followed by really shotty customer service (it's like I had to push them to do their job of getting me quality coverage for a competitive rate, which they still haven't done) makes my decision easy - going elsewhere.

Dave Richards

Exceptional service during the holidays. Went out of their way to put coverage on my vehicle. Thank you for personal service. Happy New Years and hopefully without lockdowns in 2022.

PJ

Under new management and couldn’t be happier!! Sandra has been extremely helpful with getting replacement pink cards for my vehicle and replying within an hour when I needed immediate insurance for our utility trailer as we were in the process of moving. Definitely helped keep the stress at bay. And thanks to Roberta for always being so friendly and professional on the front desk.

Darren Horn

Buying a new vehicle down in Edmonton and needed insurance in place fast. Called and left a message, thinking we would have to wait until the following day. Not only did Sandra reply right away, she took the time to explain the new coverage, suggest tweaks here and there and then emailed me the pink card right away.

Sheila R

I love the staff at Hub. I have been dealing with this office for 2 years and receive great service each time I call or stop in. I would highly recommend Hub to anyone that needs insurance. Thanks guys, Sheila

larry Hagen

Worst service in the history of insurance.

Tom Hoefer

I was very pleased with the speedy service that Sandra provided to add another vehicle to our policy and to provide me with insurance advice. Really appreciated it.

Crazy Diver

I just moved to Yellowknife and was looking for new auto insurance. I called HUB and Sandra helped me get my new insurance in place. She is very helpful and explained everything to me like coverages and what they were , she made it very easy for me to get my Ford F150 insured. I called her today for a tenant insurance quote and she provided me the quote within 1 hour. Super fast, super helpful and very knowledgeable! I highly recommend HUB and especially Sandra! I would give 10 stars if it was possible.

Kojary Racing

Absolutely the worst customer service. I've used HUB for the last 10 years with multiple policies. They used to be great to deal with. Now, they they don't return calls or emails. I've left messages for an agent to call me back twice over a two week period - nothing. I've emailed the agent my policy request - nothing. I called again this morning and was offered excuses by the receptionist for not returning my calls, but was again brushed off without making any progress on my request. I would recommend ANY other insurance company in Yellowknife than HUB International.

John MacDonald

I received great service from Sandra the Branch Manager. She followed up quickly with me, provided a quote and helped with the documentation. Excellent service.

Melanie Bourque

I am very frustrated with my experience with HUB. When I first became a client, Lisa was always quick to get back to me. I went in, back in November 2018, to change my banking information for my auto insurance and 3 months later (plus a visit to see them back in December) and this has still not been fixed. Very poor customer service!

diana mehmal

I need to say Sandra Rosenau was so fantastic today. She helped my son and I get his insurance worked out with such professionalism and speed. She went above and beyond by working late on Friday to help us. I was so impressed to speak with her. She is quite the lady. Thank you Sandra!!!!!

Chelsea Nickerson

I have always received effective, professional, and prompt service from this office. Both my home and auto insurance needs have been met here for 13+ years now!

Dean Diguer

Fast and efficient service from Sandra when I had an urgent insurance need. Very happy!

Megan Lennie

I received great service from manager Sandra from the Yellowknife branch. She is very helpful and efficient, we were very grateful.

S L

My wife had car insurance from this company for some time. She then changed her direct-withdrawal to another bank. Unfortunately this office never processed the change, and by the time we noticed, the company had cancelled the policy for non-payment. They apologized for their mistake and asked that we pay a year's renewal in full up front. We decided to walk away.

Laine Moore

Never replied by email.

Dolly Mae Goeson

Very poor service with employees that don’t even know about which payment methods are accepted. The employee I was dealing with sounds like a 12 year old and doesn’t return my calls. Longest wait times I have experienced while trying to get auto insurance. They sure don’t prioritize customers!