BrokerLink 220 Bear St #205

So I called to renew my car insurance. I have since moved away but had a history with them so figured they’d have my information, and I asked for quotes. Heather informed me that since I was up for renewal, they could not access my information. I gave her all my information again, told her when my insurance was due, and she said she would call me in a couple days with some quotes. She called me once to reconfirm my address as there was an issue in the system, and when I called back during their business hours nobody answered so I left a message confirming my address. I never heard back until the day of my renewal, and since had moved on to another insurance broker as I kind of need insurance, as per the law. Heather informed me that there was STILL an issue with my address and wanted me to reconfirm, so I told her firmly that the service was unacceptable, my renewal was up THAT DAY so if she wanted my business she shouldn’t have waited an entire two weeks to call me back. So she said if I wanted to no longer deal with them, I had to sign documents. When I asked her why, as I had not signed anything for them, she said “because I need your signature,” and refused to answer why she needed my signature. So finally she says I can just email them saying I am terminating business with them, so I do that. Then after that’s done, I get an email that explained WHY Heather needed my signature. Turns out what she had done is renewed my insurance WITHOUT MY PERMISSION. I had explicitly told her when I first called that I wanted quotes, nothing else. So I was pretty unimpressed, and it’s not even legal to renew my insurance without my permission. Would never return to this agency EVER again.

I'd concerns when BrokerLink purchased Rocky Mountain Insurance because I didn't want to lose the personalized relationship with the agency. A couple of weeks ago I needed a quote to decide on the purchase of a new vehicle. I called the Banff office and the broker gave me a quote. She stated she'd put a note on my file in the event I needed insurance after the office closed and could call BrokerLink directly. When I called BrokerLink the note was on my file and the agent had me my proof of insurance within an hour. I'd expected a hassle and was shocked it was so easy.

These guys were great when it was Rocky Mountain Agencies and people were working in the office in the Bear Street Mall. Unfortunately, the last few experiences I've had have been terrible. Good luck getting a hold of anyone actually working in this office. Have tried calling multiple times to speak with someone working locally from Banff and only get connected to people in Calgary. Super unhelpful and very frustrating! Terrible service.

Caroline was amazing ! Extremely patient and helped me step by step in the process of insuring my first car! 100% recommended! Thank you

If I could give zero stars I would. Got car insurance through Brenda. As soon as we paid the premium Brenda was so unresponsive and unhelpful. Made the return policy as hard a possible and was rude. If you need insurance go to another broker or direct through intact espically if you are not from Canada