SmartMatch Insurance Agency, LLC: most-reported complaints
Automated analysis of 339 public Trustpilot reviews published 2026-01-23 to 2026-09-20. TrustScore 4.9 from 32,287 total reviews — see the Trustpilot page. Quick answer: is SmartMatch Insurance Agency, LLC legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, accounting for 23% of the 84 complaints identified. They also frequently cite unhelpful support, which represents 20% of the complaints, and other issues at 17%. Additionally, 14% of complaints involve misleading pricing. The reports for support-related issues show a falling trend, while complaints about pricing remain flat.
How to reach SmartMatch Insurance Agency, LLC
These are the contact details SmartMatch Insurance Agency, LLC publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 888-411-7647, address 120 W. 12th Street, Suite 1700, Kansas City, 64105, US.
The company claimed its Trustpilot profile on 2020-04-15, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 2 of 35 in Insurance Broker. We last checked this profile on 2026-09-23 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.3★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 0.7d) · 2026-08-24 (100%, 0.7d) · 2026-08-27 (100%, 0.7d) · 2026-09-01 (100%, 0.7d) · 2026-09-04 (100%, 0.7d) · 2026-09-07 (100%, 0.7d) · 2026-09-11 (100%, 0.7d) · 2026-09-14 (99%, 0.7d) · 2026-09-17 (100%, 0.7d) · 2026-09-20 (100%, 0.7d) · 2026-09-23 (100%, 0.7d).
Severity: 19% of this company’s 84 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2025, 56% of 18 one-to-three-star reviews were 1★; in June 2026, 57% of 14.
Counted from August 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 7.8 days between the experience and publishing their negative review (478 reviews record both dates).
What their policy promises
support availability: Account Executive follow-up
“An Account Executive will follow up to discuss how SmartConnect can support your people.”
support availability: secure link via email
“We will send a secure link to your email to guide you through creating a new password.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 523 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 523 company replies to negative reviews analysed, 21% engaged with the specific problem and 72% were generic templates.
56% of its 228 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 23% of this company’s complaints vs a 19% median across 135 ranked companies in its sector.
Review velocity: 10,986 of this company’s 32,287 Trustpilot reviews (34%) were written in the last 12 months.
What are the most common complaints about SmartMatch Insurance Agency, LLC?
Support unreachable
19 reports · 23% of complaintsfalling“Now somebody please contact me.”
The company replied on 2026-06-08: “We are truly sorry to hear about the difficulties you are experiencing. We understand how crucial this is for you right now and we are looking into this matter for you. SmartMatch Insurance Agency,…”
Our classifier read this reply as a template response.
“THE DUMMIES HANGS UPS ONES THAT APPLIES ONLY DAILY WISE OKAY SO FORTH ETC”
The company replied on 2026-07-27: “Thank you for your feedback. We are looking into this situation closely, as we always strive to provide a better experience. We appreciate you taking the time to let us know.”
Our classifier read this reply as a template response.
“THEY ARE PHONIES THEY HANGS UPS ON THE CUSTOMER”
The company replied on 2026-07-27: “Thank you for your feedback. We are looking into this situation closely, as we always strive to provide a better experience. We appreciate you taking the time to let us know.”
Our classifier read this reply as a template response.
Support unhelpful
17 reports · 20% of complaintsfalling“Failed to follow up and allowed insurance to cancel.”
The company replied on 2026-01-23: “We appreciate your feedback and will review how we can improve.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The agent lied his ass off. He scammed me into changing to Humana.”
The company replied on 2026-07-01: “We are concerned to hear about your negative experience and the issues you encountered. We take all feedback seriously and are actively looking into the situation with the agent and the subsequent…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Your company was no help!!”
The company replied on 2026-07-17: “Thank you for sharing your feedback, and we are sincerely sorry to hear about the difficult challenges you are facing while trying to find the right coverage. While we assist with the application…”
Our classifier read this reply as a deflection.
Other
14 reports · 17% of complaintsfalling“my mother did so because of push phone sales. Doing so jeopordized surgery”
The company replied on 2026-02-02: “We appreciate you bringing this to our attention, and we'll look into it.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The agent lied his ass off. He scammed me into changing to Humana.”
The company replied on 2026-07-01: “We are concerned to hear about your negative experience and the issues you encountered. We take all feedback seriously and are actively looking into the situation with the agent and the subsequent…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I am unable to get any care”
The company replied on 2026-03-03: “We regret that you're having difficulty finding a doctor who accepts your insurance. We'll look into this issue to see how we can better assist our patients.”
Our classifier read this reply as a template response.
Misleading pricing
12 reports · 14% of complaintssteady“I was misled by your agent now I have a policy that I am not happy with.”
The company replied on 2026-02-05: “We regret to hear about the issues you've experienced with your policy. We want to resolve this. Please expect a call from us so we can address these concerns.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“She said that the money would be there on the 3rd and it wasn't”
The company replied on 2026-07-07: “We are truly sorry to hear about your frustrating experience and the issues you've encountered with your plan and the information provided. We understand your disappointment and the impact this has…”
Our classifier read this reply as a template response.
“Agent lied to us about what Dr's were covered and now we are stuck with no insurance.”
The company replied on 2026-03-03: “We regret to hear about the misinformation and resulting insurance issues. We'll investigate this to prevent future problems. Thanks for your feedback.”
Our classifier read this reply as a template response.
Account/app problems
8 reports · 10% of complaintssteady“not being signed up right, keep getting letters to issues to correct that should have not happened”
The company replied on 2026-06-29: “Thank you for bringing this to our attention. We will look into this matter for you. SmartMatch Insurance Agency, LLC”
Our classifier read this reply as a template response.
“Haven’t received any emails about new plan or portal”
The company replied on 2026-06-03: “We appreciate your feedback. We are looking into this matter for you. SmartMatch Insurance Agency, LLC”
Our classifier read this reply as a template response.
“can’t get their info, because the site keeps closing down with errors”
The company replied on 2026-05-06: “Thank you for your feedback. SmartMatch Insurance Agency, LLC”
Our classifier read this reply as a template response.
Billing errors
5 reports · 6% of complaintssteady“You lied to me on my otc benefit amount”
The company replied on 2026-06-29: “Thank you for your feedback. SmartMatch Insurance Agency, LLC”
Our classifier read this reply as a template response.
“The rep failed to inform me of IRMAA which resulted in additional costs”
The company replied on 2026-03-20: “We appreciate the positive feedback and are so glad to hear the rep was informative and helpful. Thank you for your time! Please contact our experts at [email protected] or…”
Our classifier read this reply as a template response.
“It was very confusing and more expensive than what my rep told me.”
The company replied on 2026-07-06: “We are sorry to hear about the confusion and unexpected costs with your prescriptions. We are reviewing our processes to prevent this from happening again.”
Our classifier read this reply as a template response.
Compare SmartMatch Insurance Agency, LLC with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.