Complaints
This profile includes complaints for Arbella Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/12/2024
Type: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.
I am writing to formally express my dissatisfaction and disappointment with the way my relationship with Arbella Insurance has been handled regarding the termination of my policy at 8/2024. Due to the unprecedented circumstances of the COVID-19 pandemic, I encountered significant financial difficulties that led to a couple of missed payments three years ago 2021, and I did made up the missed payment soon after that, but my status still showing I am owing the money, caused my bad credit. I understand that timely payments are crucial, but I believe that the challenges faced during that time should have been taken into consideration. The decision to terminate my policy feels inhumane and cold-hearted, especially given the widespread hardships that many individuals experienced during this period.I called Arbella **************** and filed the complaint, and they spent hours and hours research, and did not find the missed payments, they ended up put the note and stayed that I completed all the payments.Furthermore, the termination of my policy has had cascading effects on my insurance agency, which also chose to end our relationship due to updated policy regulations. As a result, I have been forced to seek new insurance coverage, leading to increased premiums and additional financial strain. I kindly urged to review my case and reconsider the impact of your decision on my life. It is my hope that you can show some understanding and compassion in light of the circumstances that led to my missed payments.
Business Response
Date: 12/20/2024
12/20/2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927RE: Complaint# ********
To Whom It May Concern,
On 12/18/2024 I contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
********* *******
Operations Team Manager
Customer Service
**********************
********************************************************************************
tel:**********************
fax:************
**********************************************************************************Customer Answer
Date: 12/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Even though apologized for the negative experience, however, she also stayed there is nothing I can do. Terminating a long term relationship without any communication and truth paid attention to what exactly happened with customer, its very unprofessional.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Yaowen
Business Response
Date: 12/31/2024
December 31, 2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927
RE: Complaint# ********
Attention Better Business Bureau:
On 12/18/2024 I contacted the complainant directly and attempted to resolve their complaint by explaining the circumstances around their issue. Unfortunately, they were not satisfied with the explanation. At this time there is no further action that can be taken by Arbella regarding this matter.
As we are required to protect the sensitive personal information of our customers, insureds and claimants, a detailed response to this complaint would not be appropriate on a public facing page. I am available to call or email directly if the complainant wishes to discuss this matter again. My contact information is listed below.
Best Regards,
********* *******
Operations Team Manager
Customer Service
**********************
********************************************
tel: **********************
fax: ************
**********************************************************************************Customer Answer
Date: 01/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ***Initial Complaint
Date:11/15/2024
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.
Hi I got into an accident where I was not at fault. I am going through the at fault's party's insurance which is through ARBELLA-My son has a documented disability. Also as my son was present in the rear end collision he is still traumatized from the experience. He is on the autism spectrum which makes driving with him difficult at times. The perceived safety factor of a bigger automobile would be beneficial for my son. He would less likely be triggered by the trauma of our recent accident. When triggered he becomes combative and stressed so it's difficult to bring him anywhere including school and medical appointments. The representative on the phone stated that unless I have 6 kids or a wheelchair bound family member I am not given the option of a comparable vehicle. She gave me another option to go through my own insurance policy. I am not comfortable doing that because I would be responsible for the cost difference with a rental car company as logistics get sorted out. That is their company policy. So for those of us who have children with non physical disabilities (and lack of funds) we would be out of luck. To me their policy is discriminatory. A non physical disability is still considered a disability. It is not up to ARBELLA to decide who qualifies as disabled.Business Response
Date: 11/25/2024
11/25/2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927
RE: Complaint# ********
To Whom It May Concern,
This response is confirmation that we are in receipt of this complaint and are reviewing the situation further. We are required to protect the sensitive personal information of our customers and complainants. Therefore, a detailed response to this complaint would not be appropriate on a public facing page.
Arbella will be in direct contact with the complainant and an official response will be posted thereafter.Best Regards,
Arbella Customer ServiceInitial Complaint
Date:10/29/2024
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 purchased a homeowner's insurance policy from ************************************************ in June 2022. When I was setting up the policy, I discussed the recommended amount of personal property coverage with the account manager. I mentioned that I wanted to cover the property of my boyfriend and we specifically discussed the value of his property, including several expensive bikes. She recommended increasing the personal property coverage to include these items. Our home was broken into recently and we submitted a claim for the items stolen, which included several items owned by him, including his bikes. Arbella is now refusing to pay for these items, saying that he is not listed on the policy. I specifically discussed these exact items with the agent when purchasing the policy and even increased the personal property coverage for them. I feel that it is fraud to do do this and then say that it is now not covered. When I discussed the policy with the account manager, she portrayed the policy as covering both our personal property.Business Response
Date: 11/08/2024
November 7, 2024
Better Business Bureau
5 Mt. ***********************
*************** 01752-1927
RE: Complaint 22489691
To Whom It May Concern,
On November 7, 2024, Arbella contacted the complainant directly regarding their experience described in their
complaint. After an extended discussion and review of relevant documentation a mutual understanding was met
regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
****** ******-****
Manager Property Claim
Arbella InsuranceInitial Complaint
Date:10/28/2024
Type: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.
Arbella will not cancel my auto insurance policy after moving out of ************* to ******** (of which the latter is not covered with Arbella). License/plates have been changed to reflect new residency in ********. Arbella has been notified four times since August yet will not cancel.Business Response
Date: 11/04/2024
11/04/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927RE: Complaint# ********
To Whom It May Concern,
On 11/1/2024 our Business Technician contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
****** ******
Operations ********************************************** Center
Arbella Insurance Group
*******************************************
Tel: ************Customer Answer
Date: 11/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ***Initial Complaint
Date:10/12/2024
Type: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.
i enrolled in autopay, and they have assessed late penalty fees ($42.00) for nonpayment, despite my enrolling in autopayBusiness Response
Date: 10/21/2024
10/21/2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927
RE: Complaint# ********
To Whom It May Concern,
On 10/14/2023, the complainant contacted Arbellas *************************** directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation with one of our representatives an understanding was met regarding the reason for the complaint.
We consider this matter amicably resolved.
Best Regards,
******* *****
Operations Team Manager
Customer Service
**********************
***********************************************************************************
tel: **************Customer Answer
Date: 10/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ********Initial Complaint
Date:10/04/2024
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.
On July 29 2024 we had a brush fire in between driveways and had melted my cars front headlight and part of the driver side bumper. I called Arabella and filed a claim, they sent out an adjuster and started the claim process. I provided them with all the information they asked for and even went to the local fire department for an incident report along with FP-33C form. Ive tried multiple times a week to have any update on this matter with no resolution, I have emailed and called them with no response always getting a voicemail with no call back. Im reaching out to you for some assistance regarding this matter. Thank you for your time.*** ******Business Response
Date: 10/15/2024
October 14, 2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927RE: Complaint# ********
To Whom It May Concern,
On October 10, 2024, Team Manager ****** ***** contacted ****** ****** regarding their experience described in their complaint. After an extended discussion and review of relevant documentation, Arbella was able to resolve Mr. ******* claim.
We consider this matter amicably resolved.
Best Regards,
*** *****
Claim Manager
Bridgewater Claim Office
*********************Initial Complaint
Date:09/16/2024
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 been a customer of ********************** Ins. *** for many years. I have had my home and vehicle ins. policies with Arbella. I August of 2024 I was notified that a payment of $250 was late. I made the payment on 8/30/2024. According to Arbella this was late, and they cancelled my home insurance policy. I called to inquire why I was cancelled even after I paid the outstanding amount. I did not get a satisfactory response, but was told by the person I was speaking to that they would look into re-instating the policy. I was told they would get back to me. When I did not hear by the following day I called Arbella again. I spoke to another person who informed me that the policy did not qualify for re-instatement due to the past record of claims. There have been no claims for over 4 years. I believe this cancellation was unwarranted. I will not do business with Arbella ever again, and recommend anyone thinking of using Arbella think twice!Business Response
Date: 09/25/2024
09/24/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927
RE: Complaint# ********
Attention Better Business Bureau:
On 09-23-2024 my Business Technician attempted to reach the complainant directly at the contact information provided in the complaint to offer an explanation and resolution, however the information did not lead to a successful connection. At this time there is no further action that can be taken by Arbella regarding this matter.
As we are required to protect the sensitive personal information of our customers, insureds and claimants, a detailed response to this complaint would not be appropriate on a public facing page. I am available to call or email directly if the complainant wishes to discuss this matter in further detail. My contact information is listed below.
Best Regards,
****** ******
Operations ********************************************** Center
Arbella Insurance Group
*******************************************
Tel: ************Customer Answer
Date: 09/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Arbella did not reach out to me, I contacted them. There was no relief offered as they had already cancelled my home insurance. I was advised that the policy did not qualify for reinstatement because of past claims. There has not been a claim in the past 5 years. I have already found a new insurer and do not wish to do business with Arbella in the future. I would like my complaint be made available to anyone thinking of doing business with them!
**** *********Initial Complaint
Date:09/06/2024
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 had a car that was totaled from flood damage August this year. My wife also lost her car to the flood as well.. The customer service for this ********************************************* is horrible.. No one calls you they use email as a way to tell how much money there giving you instead of calling or calling.. They low balled me on the price of my car 5 grand. And I also. Submitted another 14 grand in work that was done to the meaning modifications.. And they will Not homey any of the receipts that were submitted.. I just want what is owed to me as a customer that has paid these people for over 12 years..Business Response
Date: 09/13/2024
September 13, 2024
Better Business Bureau
5 Mt. ***********************
***********, *******; 01752-1927
RE: Complaint# ********
To Whom It May Concern,
On September 13, 2024,Arbella Team Manager, **** Arena, contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
*** *****
Claim Manager
Bridgewater Claim Office
Arbella Insurance Group
*******************************************
phone: ************
fax: ************
*e-mail: **********************************Initial Complaint
Date:08/22/2024
Type: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.
My insurance for my 2008 explorer sport trac was doubled from last year and I have minimum coverage, drive less than ***** miles a year and have a perfect driving record. Nobody can explain why I was given more than a 100% increase in my yearly rateCustomer Answer
Date: 09/02/2024
I have not heard from the business in response to my complaint.Business Response
Date: 09/05/2024
09/05/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927RE: Complaint# ********
Dear ******************* would like to respond directly to you regarding your complaint filed with the Better Business Bureau on 08/22/2024. We are required to protect your sensitive personal information. Therefore, a detailed response to your complaint would not be appropriate on a public facing page.
My Team Lead attempted to reach you on 09/05/2024 at the contact information provided on your complaint to discuss your experience and offer a resolution, however the information did not lead to a successful connection.
I would ask that you either call or email me or my Team Lead directly as stated in the voicemail left with you so that we may discuss this matter in further detail. My contact information is listed below.
Best Regards,
*********************************
Operations Team Manager
Customer Service
**********************
*******************************************
tel: **********************
fax: ************
**********************************************************Customer Answer
Date: 09/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:08/09/2024
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.
On 11/27/2023, their insured hit my car illegally taking a left into oncoming traffic. Arbella took fault. I told them when I made the claim about the damage and airbag light. I also told ***** Autobody of **** who repaired my car. The mechanic kept bringing it up to the adjuster who came out and they continually ignored it and did not pay my mechanic for the airbag light. I spoke with Arbella in February when I finally recieved my car and they told me to take my car to the INFINITI dealership in **(where I go to college). The **** ***********************, said on the phone she got an approval to pay the CA rate to get the car fixed. ***** also sent me the appraisals in February when she said they gave her an approval and I can take it the shop whenever .In May I take the car to the dealership and when arbella gets the quote, now they arent going to pay for the damage after they already told me they would. now they are trying to say its not related to the accident because its the passenger airbag. Infiniti and ***** confirmed as long as there was something in the passenger seat, the sensor would have went off. They see the $10000 quote and refuse to pay. They told me to bring my car and literally had to beg them to just pay the diagnostic to get it out the shop. I sent Arbella a picture of the light after the loss as well. This is not fair as their driver damaged my car that I bought a few months prior and I cant get it fixed to the condition it was in. It is also very dangerous for me to drive with that airbag light. I also want to mention I did get a safety inspection in MA 9/2023 so clearly my airbag light was not illuminated before the accident.This damage would total out my car.Customer Answer
Date: 08/20/2024
I have not heard from the business in response to my complaint.Business Response
Date: 08/22/2024
RE: Complaint# ********
Attention Better Business Bureau:
On August 20, 2024, my Team Manager, **************************, contacted the complainant directly and attempted to resolve their complaint by explaining the circumstances around their issue. Unfortunately, they were not satisfied with the explanation. At this time there is no further action that can be taken by Arbella regarding this matter.
As we are required to protect the sensitive personal information of our customers, insureds and claimants, a detailed response to this complaint would not be appropriate on a public facing page. I am available to call or email directly if the complainant wishes to discuss this matter in further detail. My contact information is listed below.
Best Regards,
*****************
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