Poor customer services
I had xtremely disappointing experiences with Hub Smart Coverage, now called VIU by HUB, and Pembridge Insurance.
The level of customer service I received was very poor. Every time I made a change to my policy, my monthly premium increased. It started at approximately $140 per month and eventually rose to $221. I was never given a clear or satisfactory explanation for these increases, and I felt like I was continually being charged more without receiving the transparency or support I expected.
I spent a great deal of time calling and emailing to resolve my concerns, but my issues were never properly addressed. Instead of real solutions, I received vague explanations while the premiums continued to increase.
I also submitted a request to cancel my policy effective August 15, 2026, as I had already arranged insurance with another provider and did not wish to renew. Despite this, I was informed that I would still be charged on July 15, 2026, which does not match my understanding of my policy. I am still waiting for written confirmation that my policy will be cancelled on August 15, 2026, at 12:00 a.m., that it will not renew, and that no additional or unexpected charges will be applied.
What disappointed me most was the complete lack of customer care. I spent countless hours trying to resolve these issues, yet I never received a satisfactory resolution, an apology, or any acknowledgment of the time and frustration involved. At no point was I offered any compensation or goodwill gesture.
Instead, I felt my concerns were repeatedly overlooked while my premiums continued to increase. I never felt valued as a customer, and it seemed that resolving issues was not a priority.
Based on my experience, I do NOT recommend Hub Smart Coverage (now VIU by HUB) to any family or friends. I am glad to no longer be with them after August 15, 2026. I hope they improve their customer service, billing practices, and transparency going forward.