Is a good insurance company?

UPDATED: Jul 17, 2015

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UPDATED: Jul 17, 2015Fact Checked

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Asked July 17, 2015

1 Answer

Protect Your Bubble is an insurance and extended warranty services provider. The company has stated that the “bubble” in its name is a customer's personal space and the things within it that the customer loves. Protect Your Bubble started out in the United Kingdom in 2008 and expanded to the United States in 2012. It has since expanded into Ireland (2013) and Brazil (2014) and has over one million customers. Its headquarters in the United States is located in Atlanta, Georgia, and it offers phone and email contact options on its website.

Protect Your Bubble's products include a variety of protection and insurance plans that are handled by different companies. As a result, to determine coverage availability, customers must call the contact number related to the insurance product they need and then provide a customer service representative with a ZIP code. New and existing customers can set up protection plans for electronics, tablets, smartphones and appliances. They can also get an identity theft plan. Insurance options include renters, rental car, travel and flight insurance.

Protect Your Bubble claims that it is committed to “putting customers first,” building “long-term relationships” and being “uncomplicated.” It also claims to be committed to making its products easy to understand and buy. New customer reviews seem to support these claims with many noting fast and easy account setup. Yet, the company hasn't received such glowing reviews from all of its many existing customers who filed claims between 2012 and July 2015.

Although Protect Your Bubble currently has an "A-" rating from the Better Business Bureau, it has also received a total of 47 complaints. Two complaints dealt with advertising and sales; two more dealt with deliveries; five complaints dealt with billing and collections; 12 complaints addressed problems with products and services and 26 complaints involved guarantee and warranty issues. Only 13 customers received satisfactory outcomes, and more than half of the total complaints weren't resolved or the BBB didn't hear back from customers about them.

Around the Internet, customer reviews are a mix of positive and negative experiences. Beyond new customer "5-star" reviews, there are a small number of happy existing customers who had wonderful claims experiences and a larger number of customers who experienced poor customer service and/or surprising reasons for claim rejections. Many complained that customer service representatives made costly mistakes. The company also rejected claims because of rules that sales reps didn't initially tell customers. Almost all customers who had bad experiences attempted for weeks or months to get their claims processed and resolved. Many only received the help they needed after they complained online.

In one review, a customer explained how he was told that Protect Your Bubble was rejecting his claim because his broken device was over a year old even though he was originally told that he had three years of coverage. Other reviews outlined how many customers who set up coverage without proving ownership with purchase receipts were told during the claims process that they had to submit those receipts to fulfill claim requirements. Several customers received rejections because sales and customer service agents inputted incorrect information on their accounts or lost customer-submitted documentation.

In closing, Protect Your Bubble appears to have some serious customer service and claims issues that it needs to fix. The comment from one customer who had an excellent claims experience accidentally proved this point in a surprising way: He praised the company and then commented that he couldn't understand why it gets so many complaints. Before you shop for products through Protect Your Bubble, review some of the complaints on the Better Business Bureau's website, the company's Facebook page and Yelp, where 15 reviews resulted in a "2-star" rating, so that you can make an informed decision.

Answered July 20, 2015 by jakyle

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