Complaints

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

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  Auto-Owners Insurance Group

  53420 Van Dyke Shelby Township, MI 48316

  
• 

  Auto-Owners Insurance Group

  6101 Anacapri Blvd Lansing, MI 48917-3968

  
• 

  Auto-Owners Insurance Group

  2401 East Paris Ave SE Grand Rapids, MI 49546-6132

  
• 

  Auto-Owners Insurance Group

  3687 Old 27 S Unit 5 Gaylord, MI 49735-7720

  
• 

  Auto-Owners Insurance Group

  830 Pleasant St Saint Joseph, MI 49085-1102

  

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:12/20/2023

  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.

  Farmers Insurance, Auto Owners adjuster, and claims manager will not finish the claim that I filed on 02/23/2023. Every time I asked about any of the items that have not been corrected, finished, or need to be included adjuster tells me they will work it out with the contractor. I was not able to hire a contractor because I was not able to find out how much insurance money I was going to have to pay them with. I lost faith in Auto Owners and sold the property because:1. They changed the "date of loss" and "date reported" that I gave when I first reported the claim,2. Appeared to be dragging their feet on finishing my claim,3. Clawed back ***************** that I had already received,4. Huge laminate flooring depreciation charged,4. Charged two deductibles when policy says, If more than one deductible applies at the same location, only one deductible will apply. We will apply the largest applicable deductible to the entire loss at that location.5. Has not covered the damaged kitchen cabinets and bedroom hardwood flooring. The damage was clearly shown in the structural engineers report, and 6. I was losing money each month that I could not hire a contractor.Therefore, I sold the property at a loss in September 2023, in order to get out from under the loss of time and money on the property, since the policy said I could "repair or replace at a different residence". I informed the adjuster of the sale and have begged for any help from adjuster or claims manager, no help and claim is still not finished.

  

  Business Response

  Date: 12/27/2023

  Thank you for the opportunity to respond to ******************'s concerns. The branch has communicated what is needed for review to consider reimbursement for completed repairs. We will be reaching out to ****************** to discuss the concerns presented. 

• Initial Complaint

  Date:12/20/2023

  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.

  The roof cost $8,648.00 not including what needs to be done water destroyed the closet...the ceiling and the walls and the floor in the closet.....the insurance said it was not covered...before they even looked at it...damage on the outside of the house and the attic has wood damage as well....I feel like I was treated fairly....I am a widower and live alone since my husband passed in 2020...refund on roof and the closet to be fixed....and out side damage fixed....and attic fixed....thanks....my email is ***************************** other is my daughter's email....would appreciate your help....thanks ....I had to pay with a credit card to get roof fixed...

  

  Business Response

  Date: 12/28/2023

  Thank you for the opportunity to respond to *********************** concerns. We have reviewed her concerns and will be contacting her to discuss it further.

• Initial Complaint

  Date:12/07/2023

  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.

  On the morning of 12/7/2023 at approximately 9:48 CST, I contacted the 24/7 roadside assistance line provided by Auto Owners as my daughter's vehicle was disabled due a (suspected) power steering system failure. I was sent a link by which to submit my request for a tow to a local mechanic shop which I completed promptly and received a text indicating that a tow truck had been dispatched. In the next 5 hours, multiple tow companies, contracted vendors of Auto Owners, failed to show up and complete the request to have my vehicle towed. I received a text indicating that the next provider is expected to arrive in approximately 1 hour and 41 minutes. This amounts to a total wait time of nearly 7+ hours waiting for a tow truck to take my car less than 20 miles. **** I called Auto Owners they "documented my concerns" and said there was nothing more they could do. Given the ridiculous premiums I pay for this "coverage" I find this insulting and laughable. I would like to receive an apology from *****************************, President * *** of Auto Owners as well as compensation for missing an entire days work waiting for a tow truck. The lack of professionalism and service and accountability at Auto Owners is inexcusable.

  

  Business Response

  Date: 12/19/2023

  Auto-Owners apologizes for the experience that ************** and his daughter had regarding the lengthy wait time involving a roadside assistance service. We will be reaching out to ************** to discuss as it is our goal to provide great service and look for ways we can improve.

• Initial Complaint

  Date:11/29/2023

  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.

  Insurance claim filed on 4/19/22, that is more than one and a half years. I have complied with every request to provide documentation and answer questions. I want this claim resolved. There is no reason for it to have taken this long

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to ****************** We regret his experience involves delay in resolving his claim. We will address and reach out to ****************** to discuss and work toward a resolution.

• Initial Complaint

  Date:11/28/2023

  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.

  Made Ins. Claim for hail damage from Catastrophic Storm 7/20/23 after neighbor behind us alerted us of his damage (pic attached) and we had roof contractor come out, confirm that we had damage.CAT ADJ ** came out, roof contractor was here to show what damage he saw, ADJ ** denied hail damage of shingles but sent out partial ck ******* (to replace 8" rain cap, 5"gutter/downspout. 25sf vinyl siding dump fee) closed file. Our 2nd roof contractor called spoke w/ADJ **, ** did not want the proof of damage pics from contractor , ** stated " if we start paying for ******************* it'll be taken all the way to Flint, we are not paying out," many other foolish statements were made in this process by **. Fact remains we have 2 roof contractors say we have a lot of hail damage, have been paying premiums for the past 5 yrs to AO, *** thought we would be covered if anything happened, that's not the case. AO was cheap premium when compared to other INS unfortunately now we know why! They are happy to take your $ but when called to the table you DO NOT get what you thought you signed up for with AO as stated in policy, that is the peace of mind your investment is covered!1 person seems to make the calls for this area, Called 800 #, Sent Appeal letter to CAT supervisor asking for another inspector to come out, never heard back from him, was told to provide proof of damage, but was refused by ** when called by our contractor today, horrible communications been getting the run around. We had 1"+ hail have video. Pics attached of business across street from neighbor of roof repair in process, yet ADJ ** stated to us, there was no damage signs in our area because no one had signs in their yard, we didn't get as bad as *******. 1" hail does a lot of damage. We have dents on our truck as well. AO say what a great company they are, but their actions say otherwise they are not customer friendly when you file a claim. I know because I was talked out of filing a claim 4 yrs ago strike 2!

  

  Business Response

  Date: 12/01/2023

  Thank you for the feedback regarding our claim service. We regret any communication issues that *** have arisen, and are reviewing their concerns. We will be communicating further directly with our insured.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20930214
  
  I am rejecting this response because: The response is a generic automated response and there has been no communication from Auto Owners whatsoever emails or calls concerning this claim for the adjuster closed the claim.  Please be advised we have also filed compliant with MI AG DIFS.
  
  Sincerely,
  
  *********************

  ************

  

  Business Response

  Date: 12/15/2023

  We apologize if ************ has not received our responses to her BBB and state complaints. We have provided a detailed written response directly to our insured in response to their BBB complaint. We also responded to their state complaint, as well as sending other correspondence related to their claim. We will be happy to resend these letters to *************  

• Initial Complaint

  Date:11/22/2023

  Type:Order 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.

  Policy #**-950677 00-A S ************ **** This insurance company is a joke. A vehicle ran into the lobby of our newly remodeled restaurant. As requested, a quote was submitted by a highly respected contractor with over 40 years of experience in the industry. After visiting the site, the insurance adjuster then provided her estimate that resulted in a check payment (which we will not cash until there is resolution) of 1/3 of the contractors quote! When questioned as to how there could be such a large discrepancy she requested an 'itemized" proposal. Her review of the itemized quote resulted in an additional check payment (again, not cashed) because she "forgot to add in clean-up, boarding up of the building and profit and overhead". Still being significantly off from the contractors quote, she requested a second proposal from a different contractor. Again, another highly respected contractor submitted a proposal that was almost identical to the first contractors quote. After review of the second quote, the adjuster suggested that both contractors had possibly inflated their prices "to get more money from us". She then requested that their subcontractors submit their quotes! She clearly wants the job done cheaply versus correctly! Totally unprofessional.

  

  Business Response

  Date: 11/29/2023

  We appreciate the feedback from our insured. It is the goal of Auto-Owners to pay what is owed on each and every loss. We strive to write as accurate an estimate as possible,however, adjustments may be required during the process. There also may be times where we request additional information in order to help come to an agreement on the scope and price of a claim. We continue to work with our insured and her contractor to resolve this matter.  

  Customer Answer

  Date: 12/02/2023

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

• Initial Complaint

  Date:11/16/2023

  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.

  My roof received storm damage on August 11, 2023. Auto Owners Insurance sent an adjuster to my home to inspect my roof for storm damage on August 24, 2023. The paperwork that I received from Adjuster, *********** indicated that there would be two payments made to the roofing contractor. Per my insurance agent, I contacted ARCO Exteriors to give me an estimate of the damage. I accepted the services of ARCO and work began September 6, 2023. I paid ARCO the first check payment from Auto Owners of $19,480.10 believing that this was the first half of the payment from the Auto Owners insurance company. ARCO exteriors believed that this was the first payment from Auto Owners. *********************, my contact for ARCO exteriors told me that the insurance company was fully covering the payment for the roof and asked me a month ago if I had received the final payment from the insurance company. I assured him that I had not received a check for $19,164.81 from Auto Owners. He asked me to reach out to my insurance agent at Quality Insurance Service and the agent said he would look into the payment. I assumed everything was taken care of at the agency and the insurance company. Last week ARCO called me, and I received an invoice for the balance of the roof debt. **** rep said he was sorry, but the debt was mine. He didnt know why, and apologized for not knowing from the beginning that I had to pay partially for the roof repair. **** agent said there was a failure because the paperwork was reviewed by himself, and two other people at ARCO and they missed my responsibility. I believe there was a failure in communication from the insurance agent, Auto Owners insurance, and ARCO. I have been disadvantaged in this whole process. I have never had a roof repaired and was led to believe that my insurance policy would cover the repair, whether intentional or not. I did not understand my responsibility.

  

  Business Response

  Date: 11/21/2023

  We appreciate the opportunity to respond to Ms. ********** concerns regarding her roof claim. Auto-Owners has paid the claim in accordance with the policy. We regret that ********************** was unaware of the coverage in her policy, and apologize if she was surprised to learn how the claim would be paid. It is the goal of Auto-Owners to pay all that is owed on each claim, and we believe we have done so. 

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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 father and mother, who are 84 and 85, were in an auto accident June 1. They own a country store and greenhouses. They have paid insurance for years through *********************************************. They were hospitalized for 2 weeks and required 24-hour care for months after. We found a gentleman who would do just that. Their employees worked many hours to keep the store/greenhouses open. The issue being the reimbursement my dad is supposed to get for hours worked, and the hours the home care gentleman. ******************************* is the *** rep we are having issues with. My mother's claim won't be processed until she is 100%. I have tried to talk to ******** for months. She gave me the run around and would not return calls/emails. This has taken a huge financial toll on my elderly parents. Our agent from ************************* has been awesome. Our issue is strictly with ******** at Auto Owners. We provided them with all the documents they asked for. A conversation our insurance agent had with ******** 3 weeks ago, everything was good, and the check for my dad's wages and the home care were being mailed out immediately. Per a conversation I had with ******** a month ago, it was all approved. I have tried to get in touch with ******** several times this week, and she refuses to answer phone calls. Our insurance agent from ************************* has physically showed up at Auto Owners to talk to ******** and is extremely frustrated as well. They not only went through major physical and emotional issues, but the financial distress they are still dealing with is not necessary. It has been 5.5 months. Still no reimbursement. I'm attaching the documents we provided to them that have been approved to cover my dad's work hours and home health care. They were determining the reimbursement based on wages and the information provided them. I've attached what we provided to them. My elderly parents need help. Can you please help them? Thank you for your tiem and assistance. - *****************

  

  Business Response

  Date: 11/21/2023

  Thank you for the opportunity to respond to ********** on behalf of our customers, Mr. and Mrs. ** We have recently issued some payments and will be in communication with our insureds.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20871348
  
  I am rejecting this response because the only form of communication is one check to the person who provided home care.  We appreciate that check.  It is very difficult for mom and dad to even provide for themselves these days. As a matter of fact, they are unable to.  All 3 of us brothers have had to supplement their income because the insurance company has lacked in paying the insurance that is due to them. They are 84 and 85 and it is difficult for them to provide themselves with any other income other than the small country store they are trying to keep afloat.  We have asked for compensation for my dad, because all payments to him have been finalized.  Since my mom is still not back to 100%, I understand they said we have to wait until the claim is closed on her for reimbursement.  I don't understand that because they still need to survive on a day-to-day basis. They did not ask to be in an accident, but that is what insurance is for.  With the premium coming due again soon, are they supposed to be able to pay that on time? That seems unreasonable since they have not received one ***** of reimbursement for their losses.  It is unacceptable, and in in my opinion, Auto Owners is taking complete advantage of an elderly couple.  Question:  If something happens to one of them, does that make the claim void? Is that why it is taking so long? It is to the point where I am wondering if there is an issue of discrimination.  It is worrisome and with every bit of my personal insurance - house, vehicle, businesses, etc, with Auto Owners - I am not sure I need to renew any of mine.  If this is what it will be like to submit a claim, we need to find some other insurance company who will be more caring, sympathetic and provide much better service and communication. Why would any of us pay for something that causes so much stress? It has been a lot for all of us to handle. We only want what is due to my elderly parents. Thank you for your help with this claim. We truly appreciate your help in this matter. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/06/2023

  We appreciate ********** reaching back out with his questions and for sending additional documentation to help with our review. We reached out to ********** to discuss his concerns, along with our plan for review and communication going forward.

• Initial Complaint

  Date:11/14/2023

  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 was in an accident that I was not at fault for. I was T Boned by a driver insured by this company. Six days have passed and I cannot get a return phone call regarding my claim, and am without a car. I need a timely resolution, or at the very least a rental car.

  

  Business Response

  Date: 11/27/2023

  We appreciate the opportunity to reply to this complaint.Our Company has an obligation to contact all parties, including our insured,and investigate all claims prior to accepting responsibility for an accident.Our Claim Representative moved promptly to get in touch with our insured,however, was not immediately able to reach them. We have since spoken with our insured, and are in the process of resolving the claim.

• Initial Complaint

  Date:11/03/2023

  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.

  RE:Policy #: 53-708-178-00 Claim #: *************** Adjuster: ************************* Insurance Company: Auto-Owners Property-Owners Insurance Company Date of Loss: 6-13-2022 Type of Loss: Hail/Wind Property address: ******************************************************************************* **** Problem Report #: ****** Addendum Included Dear Sirs:Please accept this letter as a formal complaint against Auto-Owners Property-Owners Insurance Company under policy number 53-708-178-00, claim number *************** and adjuster **************************On June 13, 2022 a severe wind/hail storm damaged the roof of our home, blew loose vinyl siding on the west side of our home, dented some gutters and caused a small leak in our second floor hallway bathroom ceiling.On 5-21-2023, after having three roofing contractors inspect our roof and confirm their was hail damage to the roof shingles, we filed a hail/wind damage claim through our insurance agent via e-mail. Our insurance agent filed the claim and we were contacted by the adjuster via telephone on 5-24-2023. We discussed the damages and the fact we were going out of town on vacation, but granted the adjuster the authority to inspect the roof without our presence during our vacation. We e-mailed the adjuster photographs of the damage to the bathroom ceiling along with dimensions of the room. We asked the adjuster to inspect the roof with one of the roofing contractors who had inspected our roof and provided the adjuster with the roofers information. We also provided the roofer with the adjusters information. The roofer attempted to contact the adjuster twice with no return communication. Upon returning from our vacation, we reached out to our adjuster for a status of our claim on June 8, 2023 via e-mail. With no response we reached out again on June 12, 2023 via e-mail. On June 13, 2023 we received the following e-mail response from the adjuster along with the inadequate estimate of damages that did not reflect all of the damages to the roof and home:Attached is a copy of the estimate written based on AOIs inspection. Finding were as follows:Cosmetic blemishes to aluminum box vents consistent with hail stone impact.No damage to the roof shingles outside of normal wear and tear deterioration.Loose siding on west elevation.If you would like for Auto-Owners to move forward with the payment owed of $992.38 please advise.We disagreed with the assessment that the roof was not damaged by hail, and how the roof vents can be removed and replaced without having to replace the roof shingles. Disturbing the roof shingles for this type of repair on the roof in question will require full roof replacement. Many other roofs in our neighborhood and the neighborhood behind us were damaged and were replaced from this storm.The adjuster asked for our roofers estimate, which was for a full roof replacement due to the damages, as well as the contractors photos of what they believed were hail damage. The roofing estimate was already provided through the initial email report to our insurance agent. Please note that during this extended dispute of damages that roof material and labor prices continue to increase. We invited the adjuster to reinspect the roof with our contractor present. The adjuster did not reinspect the property but sent out a hired structural engineer although the adjusters initial estimate allowed for hail damaged roof vents and five hours of roofing labor, acknowledging a covered loss. The roof cannot be patched with the replacement of the roofing vents, HVAC flue *********. due to the age and brittleness of the shingles.Attached you will find photographs of the covered damages to the roof from two of the roofing contractors documenting the covered damages. We, in good faith, insured our home with Auto-Owners Property-Owners Insurance Company who knew the roofs age. Yet now, in time of covered loss, where the roof is in need of full replacement, Auto-Owners Property-Owners Insurance Company is acting in bad faith. The initial estimate of damages by the adjuster not only did not include the necessary full roof covering replacement, it did not include any damaged gutters, downspouts, insulation above the damaged bathroom ceiling and overhead and profit due to over three building trades being performed. It has also failed to include all items even their own hired engineer says are damaged.Auto-Owners Property-Owners Insurance Company has violated ******* unfair claim practices by failing to acknowledge and act reasonably promptly upon communications with respect to claims arising under the insurance policy, refusing to pay claims without conducting a reasonable investigation based upon all available information, attempting to settle a claim for less than the amount to which a reasonable individual would have believed the individual was entitled and failed to promptly provide a reasonable explanation of the basis in the insurance policy in relation to the facts or applicable law for denial of a claim or for the offer of a compromise settlement.The engineering report sent to us lists the following disclaimer on the hail verification report.THIS REPORT AND THE CORRESPONDING DATA ARE FURNISHED AS IS WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY, ACCURACY, COMPLETENESS, NON-INFRINGEMENT, OR FINTNESS FOR A PARTICULAR PURPOS (EVEN IF THE PURCHASE IS KNOWN TO CORELOGIC).Therefore, Auto-Owners Insurance Company is relying on a report which states it does not warrant its accuracy.The engineers report identifies manufacturing anomalies as the cause of the granule loss. Those are in fact the shading variations of the shingle. The engineer shows this in the following photo with a yellow line, however, totally ignores the clear ***************** just to the left of his hand (notice the concentric ring **** in the blue circle). Here is another example: There are two hail bruises/blemishes in the blue circle.Engineer photo taken above lower siding and says no damage is to the siding. Our photo showing a broken outside vinyl corner piece just below the engineers photo. Engineer photo saying no damage to rear sliding screen door. Our photo showing the screen has been pulled from the splines holding it into the frame from the hail. Our photo showing dented gutter on West side of home. Our photo showing gutter denting on North side of home. Our photo showing downspout denting on East side of home. No policy language says the policy will fail to pay for non-functional damage.We seek full remedy and relief with the payment for ALL of the damages sustained from this wind/hail loss with the assistance and full power of the ******* Department of Insurance from this insurance company acting in bad faith to attempt in every way to deny fully covered losses.Please advise of any deceptive trade practice statutes that apply in the **************** as well as any mediation programs associated and available for disputed claims resolution.ADDENDUM #1 In addition to the full initial complaint information above proving the hail damage to the roof and the insurance companys bad faith actions we have obtained further clear, incontrovertible, factual evidence of the damages to the roof, presence of hail on the date of loss and that the roof cannot be repaired.Attached you will find a copy of a ********* IMPACT REPORT for our property address. It shows that **** hail was present on the date of loss reported of 6-13-2022. Further, it shows **** hail was present on 7-20-2023. Both of these are sufficient size to damage the shingles on the home and are significantly higher than the necessary size to damage the older shingles on the roof. Couple this with the 95 MPH wind reported on 6-13-2022 and certainly damage occurred.We have contacted four (4) accredited roofers from the *************** Better Business Bureau. All of these roofers have an A+ rating from the bureau. Each of these roofing companies would not even entertain repairing the roof as they advise the shingles are too old to repair. These companies are:1.Land**** ******* Full replacement estimate and advising on the estimate that there is hail damage throughout the entire roof, there is no ice and water shield which is code now, we cannot repair any areas on the roof and provided proof of hail with photos.2.Honest Abe ******* who sent out True North *************** j- advised it cannot be repaired, needs full replacement, actually performed a brittle test with a video showing the shingles breaking, provided photographs of the hail damage to the roof shingles, accessories and gutters.3.**************** provided an estimate for full replacement and verbally advised it cannot be repaired, but wanted $350 for a roof report which we declined 4.***************** provided an estimate for full replacement and advised it cannot be repaired and provided a photo sheet of the hail damage to the shingles.Additionally, Ace of Trades ******* has also advised the roof requires full replacement, cannot be repaired and provided photographs of the hail damage.With these four (4) independent roofing opinions based upon their visual inspection along with another roofing company advising the same, the evidence is patently clear that 1. there is hail damage to the roof shingles, the roof accessories and gutters, and 2) it is not possible to repair the roof and it requires full roof replacement Sincerely,******************************* MBA, CPCU, SCLA, AAI, PMP, CLCS, PLCS, AIC, CAPM, AU, ARM, AIS, ARe, ARC, ARM-P, API, ASLI, AIM, AIAF, AMIM, SM, CCXP, AIC-M, PTC I, PTC II, PTC III HCI-C HCI-R

  

  Business Response

  Date: 11/16/2023

  We appreciate the feedback from ******************** with regard to his roof claim. We have had the opportunity to review the matter at length with ********************, and regret that we have been unable to come to an understanding as to the facts of the case. We continue to communicate with ******************** as appropriate.  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20823182
  
  I am rejecting this response because:

  1. The roof is hail damaged as indicated by over six A+ rated roofers from the *************** Better Business Bureau and an additional roofer not associated with that entity.

  2. The roof cannot be "repaired" as indicated by every roofer who has looked at it.

  3. The hail was documented at our property address via ********* report.

  4. We, in good faith, insured our home with this property insurance company.

  5. The insurance company, in good faith, accepted insuring the home, including the roof, in its as is condition.

  6. Now the insurance company, in bad faith, is not honoring its contract to fully indemnify us for the hail loss that occurred to our home's roof, siding, gutters, downspouts and all resulting interior damages.

  Insurance is a business of good faith. When a company acts in bad faith it hurts the policy holder and they should be punished for their actions.

  It is now over five months since our claim has been filed with this insurance company. We are now approaching the full effects of winter. Our roof could have been fully repaired during the warm summer months to enable the new shingles to fully seal in the heat. Now, even if the roof is paid for in full, we will need to wait approximately six months to get some semblance of warm weather to replace the roof.

  This ordeal has become emotionally taxing for us. We should not have to invest inordinate amounts of our time to secure the full benefits afforded by our insurance policy. This insurance company should be punished.
  
  Sincerely,
  
  *******************************

  MBA, CPCU, SCLA, AAI, PMP, CLCS, PLCS, AIC,CAPM, AU, ARM, AIS, ARe, ARC, ARM-P, API, ASLI, AIM, AIAF, AMIM, SM, CCXP,AIC-M, PTC I, PTC II, PTC III
       HCI-C                HCI-R

  

  Business Response

  Date: 11/30/2023

  We acknowledge the additional communication from ********************. We have investigated this claim, and reviewed documentation provided by ********************. We acknowledge that there appears to be a disagreement over the facts pertaining to this claim. We have explained our decision to ******************** in detail.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20823182
  
  I am rejecting this response because:

  The roof shingles are hail damaged and every roofer we have contacted that has inspected the roof advises they are hail damaged. Not only have six roofers advised that the roof is hail damaged, every one of them advises that the roof cannot be "repaired". 

  We maintain our position that the roof shingles are hail damaged and the full roof needs replaced. This has been supported by every roofer we have contacted to inspect the roof. Each and every roofer advises it cannot be repaired and will not guarantee a repair. We have inquired numerous times for this insurance company to supply us with several roofing company names that are A+ rated by the Better Business Bureau that will repair the roof and guarantee their work. Nothing has been supplied in any way shape or form to that request. This is clearly because virtually all of them that are A+ rated have already been contacted by us to provide their expert view that the roof is hail damaged and cannot be repaired. 

  This insurance company continues to demonstrate its bad faith efforts to deny the rightful claim of damages to our home and has lied to the ****************** of Insurance regarding matters pertaining to this claim.

  We again reiterate that we are now nearly six months since the claim was reported with no resolution. With the winter weather now upon us we will not be able to appropriately replace the roof which will need to be installed in warmer weather so the shingles will properly seal.

  We filed this complaint not only to alert other consumers to the untoward business practices of this insurer, but to seek assistance in getting the insurer to supply the rightful contractual obligations.
  
  Sincerely,
  
  *******************************