Complaints
This profile includes complaints for Square One Insurance Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:28/07/2022
Type: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.
I have home insurance with these people. At first they said no paper policy. Only on line/ I then insisted and got my paper policy. After reviewing it, I felt I did not have enough coverage and wanted to increase it. They said it was fine as is I was covered. I had a major theft. At that point they said I had only 10% of my property covered? I have waited now for 4 months for a bad adjuster to sort the 10% They wait 3-4 months to file a police report then wait a month then say they need a copy of my ID. They should have applied for the police report months ago and would have known about the ID Requirement. They ask for proof of ownership, yet do not check. Very unprofessional people. One should not require a lawyer to get an insurance claim resolved
Business Response
Date: 28/07/2022
Hi, *****.
I’m sorry that you
suffered a loss, and that you’re disappointed with the claims process. As you
know, your home insurance policy allows you to pick and choose what property to
insure, so you only pay for the protection you need. There are very clear
definitions of each property class. Moreover, there are certain types of
property that simply cannot be covered under a standard home insurance policy. These
facts, combined with the challenges that have been faced in securing the police
report, make it difficult for us to properly review your claim and determine
coverage. We really need to follow established claims process based on the
nature and size of your claim. I have discussed your file with our claims
management team, so they are working with the handling adjuster to move things
forward. We appreciate your patience, but must ask for further patience until
the police report is received.
Sincerely,
Daniel M*******
President + CEOCustomer Answer
Date: 01/08/2022
Complaint: ********
I am rejecting this response because: I inquired about additional coverage and they said I was adequately covered. Not true.
All they are doing is procrastinating. A police report they said takes one month. It has been over 4 months. And to procrastinate even more they have now sent my file to another adjuster who is now starting from square one and asking for my authorization to get the same Police report. Just another delay tactic.
Sincerely,
***** ***********Business Response
Date: 02/08/2022
Hi, *****.
We have not received the police report despite several attempts. Here are some of the details:
- April 22, 2022: Initial request submitted to the Mission ****.
- April 22, 2022: A second request submitted to Mission ****, Disclosure Branch.
- June 13, 2022: Response from the Mission **** Access to Information Office advising a copy of your government-issued identification was required.
- June 17, 2022: Adjuster requested from you a copy of your identification.
- June 24, 2022: You submitted a copy of your identification.
- June 27, 2022: Third request submitted to Mission ****, Disclosure Branch.
- July 5, 2022: Fourth request submitted to Mission ****, Disclosure Branch.
- July 27, 2022: Called Mission ****, Disclosure Branch, and inquired about request status. Advised would take another 1 to 2 weeks.
*****, as you know, we have reassigned your claim to another adjuster as you were dissatisfied with the previous one. I ask for your patience while this adjuster reviews your file and does his best to quickly move things forward.
Regards,
Daniel M*******
President + CEO
Customer Answer
Date: 02/08/2022
Complaint: ********
I am rejecting this response because: They constantly are delaying the claim. First initially they made the first request to the **** months after the claim. And being professionals, they should have known about the Identification requirement. Another delay when they asked me for it. And requesting my *** ** had no real bearing on the case. Now sending the claim to an outside adjuster still slows the claim again, because they now have to resubmit the file request to the **** . I am waiting for them to mail me the authorization papers, another delay.
Sincerely,
***** ***********Business Response
Date: 03/08/2022
Hi, again.
You indicated dissatisfaction with your previous adjuster, so we reassigned the claim. Until the new adjuster has an opportunity to review your file and speak with you, there's nothing more we can do at this time. If you continue to be dissatisfied, then you do have the right to speak with a lawyer to discuss your options.
Daniel M*******
President + CEO
Customer Answer
Date: 09/08/2022
Complaint: ********
I am rejecting this response because:They have done nothing to resolve my concerns. The same old delay excuses. And now they cancelled my insurance. After researching the company, I see they commonly cancel insurance when claims are made. They lamely cite ' Underwriting' Very vague since they have zero idea of the security measures I have in place. Saying they are going to do something or attempting to do something is not enough.
Sincerely,
***** ***********Business Response
Date: 09/08/2022
Hi, *****.
Despite our best efforts, we are unable to meet your expectations. We our concerned that should you have another loss, we will face the same challenges. As such, the underwriter has elected to cancel your policy for underwriting reasons by providing notice as required under the Insurance Act. The decision to cancel your policy does not affect your existing claim. The new adjuster assigned to your claim will do his best to bring bring this claim to a speedy resolution.
Daniel M*******
President + CEOCustomer Answer
Date: 10/08/2022
Complaint: ********
I am rejecting this response because:The insurance company has no idea of the security at my home. Perhaps they can tell me what shortcomings the security measures I have in place and how to improve them to meet your expectations ?
Sincerely,
***** ***********Business Response
Date: 11/08/2022
Hello, Mr. ***********.
Your home's security, or what additional measure you might take, would not affect the underwriter's decision to cancel your policy. As mentioned previously, the underwriter's concern focuses on the ability to meet your needs should you experience another loss.
Daniel M*******
President + CEOCustomer Answer
Date: 12/08/2022
Complaint: ********
I am rejecting this response because: The insurance companies behavior is unacceptable. The complaint I have against them is because of their behavior. That has not changed. After researching Square One apparently cancelling a policy is common with the bigger claims. They are apparently not happy with my level of security, but have no idea what security I have in place nor what improvements can be made, The bottom line is they do not like claims and will fight to pay any out. No matter what they say or do now or in the future, their behavior was very bad and still is .
Sincerely,
***** ***********
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