Complaints

This profile includes complaints for SCM Insurance Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SCM Insurance Services has 25 locations, listed below.

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  SCM Insurance Services

  8560 Roper Road NW, Suite 200 Edmonton, AB T6E 6V4

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  SCM Insurance Services

  2625 Queensview Dr Suite 200 Ottawa, ON K2B 8K2

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  SCM Insurance Services

  100 2760 Trethewey St Abbotsford, BC V2T 3R1

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  SCM Insurance Services

  1 512 Nelson Ave Nelson, BC V1L 2N3

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  SCM Insurance Services

  202 1658 Commerce Ave Kelowna, BC V1X 8A9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house burned down on April 9th 2024. My insurance is with Commonwell. They contract out to Claimspro. The adjuster would ignore and not answer emails for the first 4 months. After when he answered he would not actually answer any of my questions regarding the house demolition and additional living expenses. He usually just offered platitudes that there was enough money and you can't rush the process. I finally get an email 6 months after the house fire with the information for the companies preferred contractor and saying I would be "pleasantly surprised" by the amount of coverage for the rebuild. The contractor's bid was $144,000 over the coverage amount. When I asked the adjuster about this, how the preferred bid could be so over budget he told me to find my own contractor, and that I should do it quickly as I only had 5 to 6 months of additional living expenses left referring to the rent. When I pressed for numbers it turned out I have only 1 month of rent left. The misinformation, the lying and lack of communication are the problem.

  Customer Answer

  Date: 24/10/2024

  Hi

   

  I'm not sure what more information you need. The company is Claimspro. The adjuster is **** ******. He has provided incorrect information regarding my claim and coverage amount several times.

  Customer Answer

  Date: 25/10/2024

  Hi

   

  It was mentioned in a phone call on October 2nd. I've attached screen shots of the emails that reference it

   

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My adjuster was the worst adjuster ever ****** ********. He would ignore my calls and texts and emails then would say oh yeah I’ll extend you rental then not leaving me with a hefty bill. He was extremely unprofessional and i will never deal with this company again!

  Business Response

  Date: 08/11/2022

  If the complainant will provide our file number I will look into the matter

  Business Response

  Date: 09/11/2022

  I have reviewed the file. The complainant had no coverage for the cost of a replacement vehicle. His insurer, in error, initially told him he could rent a vehicle. When the error was discovered, his insurer instructed us to terminate the rental. However, they agreed to cover almost a week of rental costs.  Nothing we did or did not do (nor anything his insurer did or did not do) altered the fact that he did not have coverage for a replacement vehicle. In the result he recovered more benefit than he paid for. 

  Customer Answer

  Date: 09/11/2022

  
  Complaint: 18375281
  
  I am rejecting this response because:
  The adjuster kept telling me he would extend it and kept telling me it was fine and the insurance would cover it because someone told me to! Because of your adjuster i have a payment of 600 ro enterprise!!! This could have all been avoided if your adjuster been better at communicating with me instead of lying to me and not talk to enterprise at all even though he kept telling me he would call enterprise for 2 weeks. then did not call them until yesterday. ****** ******** really dropped the ball with his job. And it really shows how poor quality your company is. Poor customer service. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/11/2022

  I have reviewed our file material. We were retained by the insurer on the afternoon of 17 October. We e-mailed the complainant on the 18th Of October and asked to speak with him. Our adjuster spoke with him on the 20th (that is 3 days from when we were assigned) and he was advised at that time there was no coverage. As noted earlier during the initial call the complainant made to his insurer he was told in error there was coverage. Because of that error made by the insurer (not by us) it was agreed that almost a week of replacement vehicle rental costs would be covered. Nothing we did or did not do (or his insurer did or did not do) altered the fact that the complainant had no coverage. As it was he received a benefit for which he had contracted or paid for.
  

  Customer Answer

  Date: 14/11/2022

  
  Complaint: 18375281
  
  I am rejecting this response because: your adjuster nabeel

  ******** kept lying to me! He said the insurance company would cover the 30 days for my rental as promised and he lied he kept saying he would contact enterprise on oct 21 and told me i had an extension, but he did not call them until tuesday nov 7th. 3 weeks went by before he actually contacted them!!! He repeatedly lied to me. I would have never kept the rental nor would i have gotten it if i had known this type of thing would happen. Claims Pro is a horrible company and its adjusters are terrible at their jobs! Look at your reviews on google they speak for themselves! 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:19/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a severe fall in one ********** here and it gave rise to severe pain and agony for my left knee and lower back such that i have been constrained to do my daily activities. The ********** took my contact details and had their Insurance Company to follow up with me with a Case No., but other than providing the Case No., the Insurance hasn't raised their little finger to help with treatment and financial settlement. They have ignored me totally and I am daily going through a tumultuous period with agonizing pain. I can't bring myself to think that this is what an innocent customer should suffer for no fault of his and the Insurance Agent has been totally ignoring me to the point that I have no money for coverage for physiotherapy and massage that my doctor requested. I have been totally ignored and left to my devices for no reason. This is the WORST TREATMENT ANYBODY SHOULD GET !!! The insurance agent never replies to my emails nor my phone calls. I request that BBB intervene in this matter and resolves these burning issues with money for my treatments and a respectable financial settlement. I haven't caused this injury and the people responsible for it are keeping totally aloof from this whole episode. Is this the kind of treatment one needs to be served for no fault of his?? I can't imagine why the people involved are dragging their feet on a serious matter as a drastic fall and agonizing pain that I am suffering. Just consider this: if it was a dignitary or someone in high position that fell, would they treat it like this?? I am pretty sure that dignitary would have even sued them if they behaved like this to him/her. I kindly ask BBB to do your utmost to help resolve this hopeless situation and my traumatic experience. No customer would ever like this kind of aloof treatment and total callous disregard of his/her injuries and that too because of the faults of other people. It goes against the ethics and principles of humane society to be treated this way!!