Complaints

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:02/20/2024

  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.

  I received the letter that I uploaded along with this complaint. One of Atlas insurance agents left me a voicemail saying that company decided to not renew my homeowners policy due to my loss history meaning that in the past 2 to 3 years I filed 2 claims; however, my 1st claim for an air conditioner issue was denied, and my 2nd claim for personal property (one television) was only approved for $200. I paid annual premiums of $1, ****** since I had this policy in 2019, and they decided on their own to not renew my homeowners insurance policy just because they paid me $200 over the past 5 years that I have been with them. It seems a bit greedy and unfair.

  

  Business Response

  Date: 03/29/2024

  Dear BBB Resolutions Department,

  Please allow a response to BBB complaint #******* submitted by former insured (****************).  The response does not disclose insurance policy dollar amounts, dates, or personal identifiable information.

  Statement of the Problem:

  • Loss History: Two claims had been filed by the insured and in turn responded to.

  First Loss: The insured's ** main control board was faulty and a claim was filed.  The claims adjuster requested additional information from the insured in order to complete the investigation.  Since no response was received, the file was closed and no payment was made to the insured or any air conditioning repair company.   Claims personnel received neither a copy of the ** contractor's report indicating the reason for ** failure or the ** contractor's invoice.   In addition to verbal requests, letters were sent twice to the insured with requests for additional information.  Due to lack of a response the file was closed.  

  Second Loss: An unknown object damaged the insured's television.  The ** was purchased less than two years before the date of the loss but the store the ** was purchased from and the manufacturer of the ** did not cover the damage since the warranty didn't extend to cover "Damage".  Our company provided coverage for the ** as personal property based on its Actual Cash Value minus depreciation minus the insureds policy deductible.  An Actual Cash Value settlement payment was made to the insured with a recoverable depreciation amount to be given after the company received proof of a replacement ** purchase.  The insured was verbally notified of the recoverable depreciation payment to be qualified for if / when the ** were to be replaced.  Per the policy language, the insured has 180 days to submit documentation supporting the replacement of the **.  The insured was verbally notified of the recoverable depreciation and the payment letter included this verbiage.  A final letter was sent to the insured.  No response was received from the insured; resulting in file closure.

  • Policy Non-Renewal:

  Certain policies are non-renewed by company election that have either had losses or have not had losses based on underwriting decision.  According to policy provisions regarding cancellation of the policy, which are approved by the ***************, the insured must be notified in writing within the time parameters described in the policy; which was adhered to.  *********** is not required to offer a policy renewal when providing sufficient notification to the insured. 

  Disputed Amount:                          Based on following policy provisions, there is no justification for the company to address a numerical figure created by the insured disputing an amount of $6,170.00. 

  Desired Settlement:

  • Refund:                              No refund is due as the policy was non-renewed at the end of the policy period and was offered coverage for covered losses thus necessitating full premium payment for the coverage period.   
  • Written Document:         A written statement with wording and conditions chosen and dictated by the insured to the company will not be created or provided by the company.

  Thank you very much for allowing us to respond to complaint #*******.

• Initial Complaint

  Date:04/08/2023

  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.

  - [ ] I was rear ended by an 18 ******* and tried to file a claim with Triumph since thats the insurance company on the police report. ******* then had me reach out to Paramount stating that is who I need to file the claim with. I was then led to DB Insurance. Ive been getting the run around for a week now and have not heard back from anyone to get my car fixed. This car is used to get to and from work and cannot be driven safely. Its a really ridiculous process trying to file a claim and to have an adjuster come out to get the damages fixed. Ive sent emails, Ive called different numbers and have yet to hear from an adjuster. They couldnt even confirm if I filed a claim with the right people - as DB Insurance uses a reporting service and they cannot verify who has insurance with either Triumph, Paramount or DB.

  

  Business Response

  Date: 04/26/2023

  
  Thank for providing the Complaint regarding the above noted claim.
  
  We are in are in settlement negotiations with the claimant ************************** and she is to provide the needed title to the vehicle before payment can be made . We expect to settle this claim in the next few days to the satisfaction of the claimant.  This vehicle has ******* miles on the odometer and this is the third time this car has been totaled.
  
  ESIS is the third party administrator of DB Insurance for this loss.  Please contact the undersigned if there are any comments or questions. 

• Initial Complaint

  Date:02/06/2023

  Type:Order 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.

   
  Complaint: 19342164
  
  I am rejecting this response because:

  DB insurance committed a breach of contract by not paying ** the $30,000.00 we are owed for loss of use insurance as defined in our insurance policy.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/10/2023

  Please see attached letter of response to the complaint filed by *********************************.