Complaints

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

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  The Commonwell Mutual Insurance Group

  336 Angeline Street South Lindsay, ON K9V 0J8

  
• 

  The Commonwell Mutual Insurance Group

  96 South Street Perth, ON K7H 0A2

  

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:23/01/2024

  Type:Service or Repair 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.

  Hello I had a home policy with commonwell policy I have had home owner insurances since 2010 and I am with commonwell insurance for the last 4 years. I only had one claim of water damage in 2023 after a power outage that occurred in April.This is the first claim on the house since ****. And first claim for me as well.After the water damage occurred, I mitigated the risk of this happening again by spending almost 15k on installing a new generator, generlink panel connected by hydroOne to my house electrical panel so it provides the whole house with power in case of a future power outage.I also have 2 pits in my basement that has 2 new installed sump pumps, one with a backup battery sump pump too.I also re-routed the sump pump exit pipe to go further away from the property infront of the house instead of dumping water in backyard.I believe with all these mitigation I put in place the risk of this event occurring is minimum.On November, 2023 I got a letter of confirmation of renewal from commonwell with an increased premium than last year.Then on Jan 8th I got a letter saying they won't renew my insurance on Jan 27. I tried talking to them but they won't respond to my inquires. So I contacted ombudsman at their office and then they responded saying in their guidelines any insurer who has one claim of more than 10k can't be renewed.I find that very unfair and unreal. First of all we insure our homes so that our homes are protected in case of a disaster like this. Now if someone went through a horrible event, he can't use his insurance as it won't be renewed if he did??This doesn't make sense to me at all. I asked to see an official document that states that but I was not shown any. Other than statement in the email below Is this even real?I am escalating this hoping to resolve this issue as I only have few days left on this policy.Regards.

  

  Business Response

  Date: 26/01/2024

  Thank you for the opportunity to review your concerns.  As discussed, your policy was not renewed due to underwriting guidelines based on claims experience beyond the one claim being referred to in your statement. The policy was lapsed by registered letter,dated and mailed to you on December 15th in accordance with Statutory Conditions, advising our decision to non-renew as of January 27th, 2024. This timeline is in compliance with the regulatory requirements we are bound to for cancelling a residential insurance policy. Your broker was also informed that your policy would not be renewed and providing you ample time to seek alternate coverage. 

  Customer Answer

  Date: 26/01/2024

   
  Complaint: 21185198
  
  I am rejecting this response because:
  I got the letter on Jan 8th. After I communicated to ombudsman the reason given was that I have a claim over 10k last year and I read the guidelines document and there was no such reasoning for the non-renewal. 

  I dont feel its legit for insurance companies to non-renew because of one claim over 10k. 

  this is the first clajm for the property since 1998. 

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 31/01/2024

  Thank you again for the opportunity to review your concern. As previously discussed, our decision regarding your policy is final. In Ontario, property insurance policies may be non-renewed for various reasons (including claims history) so long as the company follows the Statutory Conditions. Our timeline and actions were within the regulatory requirements for insurance companies within the province of Ontario. Underwriting guidelines are not required to be published, however since you are citing something mentioned in the course of our investigation regarding your concern, we would like to provide some additional clarity regarding claims history. Claims history can refer to both frequency of claims and/or severity of those claims. As discussed prior to this Better Business Bureau complaint, you may raise any concerns regarding the regulatory requirements for insurance companies in Ontario with the *************************************** of Ontario (FSRA). We have provided the necessary Final Position Letter required to begin a complaint with FSRA.  

• Initial Complaint

  Date:14/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Jan.21st 2023, I had a car accident. I filed a claim with my insurance co. the next day Jan. 21st 2023
  
  We are at April 14th 2023, 83 days later and I still have no car to drive. This is an outrageous amount of time to be with no car out here where I live. I put in a complaint against **** ****** because of the way they handled the settlement check, well, I still have no resolution between **** ****** and Common Well, I am very upset.
  I realize that **** responded to my initial complaint, but it was too little too late. Common Well had cancelled that check and wrote 2 separate checks, one to pay out the balance I owed ****, which was only $ 7,000, and another to pay me the remainder of the settlement, (which is what they should have done in the first place) Now, Common Well claims to have sent the check to me, and gave me a tracking number. However that tracking number does not seem to exist. ****** **** has no such tracking number in their system. I have been telling Common Well this since Tuesday the 11th, it is now the 14th and they still have done nothing to track my check and tell me when I will get it. This whole experience has given me terrible anxiety, and interfered significantly with my life. I can't get groceries, I cant get my garbage to the dump, I can't get out to see anyone or do anything! It's becoming a health problem having garbage overflowing all the containers onto my deck. No that winter has turned to spring the animals are having a nightly feast, making a horrible mess for me to clean up every day. First Common Well dragged their feet for so long, getting to a settlement after the accident, and now getting the settlement money has been a nightmare between the two companies. I need resolution, there is $25,000.00 floating around somewhere, my money. I have had 3 cars ready to purchase, but how long do you think a dealer is going to wait for payment,,,, right! they are not!!!!!

  

  Business Response

  Date: 21/04/2023

  Thank you for raising this. We completely understand that you are
  frustrated.

  We assure you that your claim is of utmost importance to use, and we looked
  to find unique ways to get your claim resolved quickly. Unfortunately given the
  nature of your claim, we had requirements where we had to make payment on the
  settlement co-payable with the lienholder. We understood there was delay with
  the lienholder and that you were caught in the middle of their processes. We
  looked to solution this, by making an exception and issued separate cheques to
  you and the lienholder. We apologize for the stress caused by this as we
  learned you were further impacted by a missing tracking number due to an error
  by ****** ****. It is our understanding that the cheque has now been delivered
  within the promised 7 day timeline. 

  Customer Answer

  Date: 21/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19936857, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******** **********