Business Profile

Insurance Companies

Shelter Insurance Corp Office

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Complaints

This profile includes complaints for Shelter Insurance Corp Office's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

107 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

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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:06/25/2025
Type:Sales and Advertising 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.
I slip and fell due to my landlords negligence he had many notices from the city to keep the property maintained and they failed to with resulted in my fall I flew back on the ice hit my head so hard I about passed out I still feel pain 5 months later and about to start physical therapy and I filed a. Claim and there is no communication at all they are saying the policy holder wont respond to them and the adjuster is barely keeping contact
Customer Answer
Date: 07/03/2025
Close this case they settled with me privately
Initial Complaint
Date:06/17/2025
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.
Shelter totaled our vehicle. Has been almost 3 months and still not done. Shelter has made multiple mistakes on almost everything. Over paid the loan payoff. Picked up car at wrong *********** Haven't received tax credit & already purchased another vehicle and had to pay full tax. Lots more. Please help!
Business Response
Date: 06/18/2025
I
apologize on behalf of Shelter Insurance for any miscommunication and errors
that occurred during the claim process. The insured’s vehicle was declared a
total loss. The insured was offered a settlement which included the option to
owner retain the vehicle. The total loss process includes moving the vehicle to
Copart, securing the paperwork and receiving the “okay to pay”. Once all
this is completed, Shelter can issue the check.

On
May 27, 2025, Shelter discovered one of the titled owner’s had passed. This
required a certified copy of the death certificate from the insured. Our
insured provided this documentation to our local agent’s office. The certified
copy was sent to CoPart on June 16, 2025. Regrettably, the settlement check was
issued in error using Mr. Misemer’s wife’s maiden last name. When discovered,
the check was stop paid. Shelter reissued the check on June 18,
2025. Our adjuster will contact the insured to discuss the tax receipt.

In
closing, the vehicle had a lien, so we contacted the bank to get the pay-off.
The check issued was the amount of the payoff received from the lienholder.
Mr. Misemer should contact the bank if he disputes the pay-off
amount. Total loss settlements take time to complete due to the amount of
paperwork required. I apologize for whatever inconveniences this may have
caused the insured. Thank you for the opportunity to respond.
Customer Answer
Date: 06/19/2025
Complaint: 23480413

I have reviewed the business' response and am rejecting it because: claim started in first of April. Multiple mistakes. Overpaid the loan payoff and now it's my responsibility to get that money back from someone else's mistake. Picked up car on the wrong day so they didn't get the keys and title. I was told different numbers than Shelter is wanting to pay now. Many more to list. Have all phone conversations, texts and emails from first of April when we started. Almost 3 months later and this is not completed.

Sincerely,

Don Misemer
Business Response
Date: 06/19/2025
Shelter
acknowledges there were errors during the claim process. As stated, the
payment to the lienholder was based on the payoff from the insured’s
bank. Shelter contracts with CoPart to pick up the vehicle and keys, we apologize if
the scheduled pick up was different than arranged. Claims Management has
reviewed the file and are willing to discuss this with Mr. Misemer.
Customer Answer
Date: 06/24/2025
Complaint: 23480413

I have reviewed the business' response and am rejecting it because: I think I've already responded to this but the numbers I was told by Shelter are not the numbers Shelter is trying now. We're off a approximately $700. I thought totaling a vehicle was a dollar to dollar amount. Shelter is using the $500 deductible multiple times on claim to my understanding. Please help resolve.

Sincerely,

Don Misemer
Customer Answer
Date: 06/24/2025
Ok. What are my next steps. BBB said there was more agencies to help with this matter after the BBB was done. What are those agencies so we can proceed further.
Initial Complaint
Date:06/03/2025
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.
I have been with this insurance H32303235**303035**32H for a very long time. The insurance H32303235**303035**32H has my primary listed a dwelling and I have been trying to get them to change them to my home owner policy. I own two houses with differ policy&#**;s and would like for the insurance H32303235**303035**32H . I feel that I should be getting some form of refund back since I have policy.
Business Response
Date: 06/09/2025
On June 6, 2025, our agent spoke with Ms. ******* to schedule an appointment to review the coverage on her dwelling. Ms. ******* advised she had spoken with the IL Branch Claims Manager and discussed her claim. The manager was sending another adjuster to reinspect the home. Therefore, the appointment was not necessary at this time. Our agent is willing to review the insureds coverage when the insured is ready to do so. Ms. ******* should contact her ****** ******** agent if she has additional questions. Thank you for the opportunity to respond.
Initial Complaint
Date:05/30/2025
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.
SHELTER INSURANCE, my homeownner's insurance was made aware of water damage (malfuntion hotwater heater) to my garage 3/6/2025 and sent **** *******, AlC property adjuster ************. One day later he said our damage will be covered (claim #H03832383) and he recommended RYTECH (***** ********* *********** **************************************) to do restoration work. Rytech worked from 3/13 - 4/18 and completed the damaged garage. Midway through this project, Rytech states the only remove the damage sheetrock and insulation I will need to get another contractor to complete the work. This was confirmed by **** ******* but a week later he recommended Rytech to complete the work and they agreed. **** ******* of Shelter Insurance once again reassured ****** ******* (my wife) and I the garage damage will be totally covered. Two weeks into the project we got a check from SHELTER INSURANCE $6,400 and was told by **** on two - three ocassions, "it is yours personally, do not pay the contractor anything, because Shelter Insurance have made arrangements for their pay."5/1/25 I complained to ****, Rytech was moving slow but I was pleased with their work. I thought is strange one week prior to completion Rytech begain asking for payments from me for completion of this last half of the job. Obviously this made no sense, so immediately I again contacted **** ******* who is now in totally agreement with ****** "that money is owed by you."
Business Response
Date: 06/02/2025
Our adjuster sent the insured an email apologizing for any confusion regarding the claim process. During the initial inspection, our adjuster informed ******************* that Shelter would cover the demolition, drying and equipment charges incurred by Rytech. He also explained that Rytech would bill Shelter directly for their services. Insured was advised we would issue payment to the mitigation company for their convenience. Shelter issued payment directly to ****** for the water mitigation on May 31, 2025.

In addition to the mitigation, our adjuster wrote an estimate for the damage to the dwelling. The estimate was emailed to the insured along with instructions regarding the payment and repair process. The check for the damage to the dwelling was issued on March 10, 2023. Our records show it cleared our account on March 13, 2025. The payment was issued to the insured so they could choose their preferred contractor. The only portion of the claim paid directly to the vendor was for the mitigation work, which was issued to Rytech.

All payments issued to the insured and/or contractor are for the damages or repairs from the March 4, 2025 claim covered by the policy. The checks were issued as per the initial estimate written. Once the work is completed, Shelter will issue the recoverable depreciation payment. If there is supplemental damage,the insureds contractor should contact our adjuster so we can determine if covered by the policy.
Customer Answer
Date: 06/06/2025
Complaint: 23397643

I have reviewed the business' response and am rejecting it because:
**** *******, property adjuster SHELTER INSURANCE was intentionall deceptive when he said your garage is 100% covered by homeowner's insurance and "do not pay the contractor anything," we have made arrangementss for their payment. Since it took so long (5-6 weeks) to complete the job, there was plenty of oppertunities to correct any misunderstandings.

Sincerely,

***** *******
Business Response
Date: 06/10/2025
Our adjuster settled the claim in accordance with the HO3 policy language. Payments were issued for the damage and/or repairs resulting from the burst pipe. A repair estimate was mailed to the insured on March 10, 2025 along with the payment. This estimate included the covered damage except the mitigation work completed by Rytech. Estimates are sent to allow the insured an opportunity to review with their contractor and let us know if questions. Almost two months later, on May 2, 2025, it was brought to our attention that the insured had question regarding the claim process. At that time, our adjuster apologized again for any confusion regarding the claim process. He explained how the claim was settled. Shelter has paid for the damage resulting from the loss. No additional payments are owed. I apologize on behalf of Shelter Insurance and the adjuster for whatever inconveniences this may have caused.
Customer Answer
Date: 06/12/2025
Complaint: 23397643

I have reviewed the business' response and am rejecting it because: **** *******, AIC Shelter Insurance property adjuster was intentionally deceptive when He said "your garage damage is 100% covered by your homeowner's insurance, do notpay the contractors anything." Shelter Insurance have made arrangements for their payment. Since it took 5-6 weeks to complete the job, there were many oppertunities to correct any misunderstandings.

Sincerely,

***** *******
Initial Complaint
Date:05/19/2025
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.
My vehicle was involved in a total loss accident and the claims agent and supervisor refuse to adjust the valuation to the current market within my geographic region. They are offering a valuation of $8,841 using comparable vehicles from **************, **; I am in *********, **. I had an independent appraisal completed with a valuation of $11,392. The $8,841 is unacceptable. I paid $13,500 for this vehicle in Apr 2024 and the dealer I bought if from just sold a similar (yet 3 years older and more miles) vehicle for $11,999. I have provided 5 comparable vehicles in my area that support a valuation of over $11,392.
Business Response
Date: 05/27/2025
Ms. ***** husband was involved in a single-vehicle accident while driving a 2016 **** Flex SE, which had a branded/prior salvage title from a previous total loss. This accident caused sufficient damage to total the vehicle again. Shelter utilized CCC, an industry-approved source, which factored in the branded title and provided the corresponding valuation, which was shared with Ms. **************** appraisal Ms. **** mentioned did not consider the branded title, and the vehicles she provided as comparables likewise did not have branded titles, so were not directly comparable.

She has requested Shelter adjust the valuation to reflect the current market within her geographic region. However,given the vehicles branded title, year, make, and mileage, the market in her area is either very limited or non-existent. Shelter expanded the search area to address this.

In a good faith attempt to resolve this claim, Shelter re-examined the appraisal, including the condition ratings, and offered Ms. **** an increased settlement amount. She has not responded to our May 20, 2025 email with the increased offer.

Shelter owes the comparable value and has offered an amount higher than the valuation in an attempt to resolve. Our offer remains.
Initial Complaint
Date:05/12/2025
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 sitting in my legally parked car in *************, ** when a *** backed into my vehicle, damaging my rear bumper and front drivers side. The driver got out, apologized, and voluntarily provided his ID and ********************** ************** mother also recorded a video in which the driver admits fault and explains that he was looking at his maps and didnt see my car in his backup camera, which led to the collision.Despite this clear evidenceincluding the video confessionthe driver is now denying involvement, and the insurance company is refusing to accept liability. I would like to report this mishandling, as I believe my evidence has not been properly considered.
Business Response
Date: 05/13/2025
Shelter reviewed the video submitted and accepted liability for the loss. On May *******, our adjuster spoke to the claimant and advised him of our decision. *********** was advised that an auto adjuster would be in contact within a day or two. I apologize on behalf of Shelter Insurance for whatever inconveniences this may have caused. Thank you for the opportunity to respond.
Initial Complaint
Date:05/09/2025
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 husband was in an accident with another driver on 4/8/2025. The accident was the other driver's fault and caused close to $3,000 damage to our car. The other driver has shelter insurance. We filed a claim immediately and submitted a quote for the repairs. Shelter Insurance have not contacted us to provide payment for the repairs.
Business Response
Date: 05/13/2025
***** ******* was involved in a collision with our insured. The claimant reported the claim. On April 10, 2025, our adjuster advised Mr. ******* we had to confirm what occurred with our insured. Our adjuster has been trying to contact our insured. On May 13, 2025, our supervisor left a voicemail for the insured to return the call. Shortly after, she called Mr. ******* to update him on the status of the claim. She explained Shelter has a duty to investigate every claim. This includes discussing the facts with our insured. Once this is completed, we will review the claim and determine how to proceed. Shelter is unable to complete the investigation without speaking to our insured. The claimant has the option of letting their insurance company handle the claim and subrogate Shelter.
Customer Answer
Date: 05/20/2025
Complaint: 23307518

I have reviewed the business' response and am rejecting it because although they contacted us and said they would pay for the claim, we have now been waiting for the adjuster to contact us for a week. We were told the adjuster should contact us within 24 business hours.

Sincerely,

********* *******
Business Response
Date: 05/23/2025
On May 22, 2025, our adjuster contacted Mr. ******* and apologized for the claim delay. Shelter had a preliminary estimate and estimate of record. The check was issued on May 22, 2025 for the preliminary estimate amount of $2,772.28.Further review of the claim indicated, the estimate of record amount was $2,995.42. Our adjuster issued the remaining $223.14 on May 23, 2025. I apologize on behalf of Shelter Insurance for whatever inconveniences this has caused. Mr. ******* should contact our adjuster if he has additional questions. Thank you for the opportunity to respond.
Initial Complaint
Date:05/08/2025
Type:Product 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 June 30 my home burned. The business owner who rents property assured me that all was covered inside and out. The renter received a check for money and didn't give a any of the money back that I had been paying for years by myself in full. I was a rent to own renter with a promissory note and recipients stating I alone paid insurance and taxes. The date on the letter I received from Shelter Insurance has the date of June 29 th and states the renter was the only one on covered as the insured person and I was the claimant and I was at fault and they wanted the money I never received returned because I was at complete fault for the grease fire. Contacted Shelter Insurance and the the man that sales and rents property's. Neither parties would help me with my issue or return my calls. I have yet to receive any money from my misfortune of loosing my home my life,my kids life or any of our belongs. We are most grateful all of us are here and we'll but have nothing to show for doing the right thing and keeping up on house insurance and staying covered.
Business Response
Date: 05/08/2025
Shelter insured the individual that ******** was renting from. Ms. ***** was not an insured on the Shelter policy. Any agreement, promissory note, or terms surrounding the rent to own situation were between the owner and renter. On June 29, 2024, Ms. ***** left a stove burner on, causing grease/oil in a cooking pot to ignite on fire. We regret to hear that Ms. ***** lost belongings in the fire. The policy provides a right to seek recovery from the party responsible for causing the damage. Shelter handled the claim based on the policy contract.
Customer Answer
Date: 05/09/2025
Name: ****** *. Cook
Number: ************
Home address: ********************,
********************
Initial Complaint
Date:04/14/2025
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.
This agency intentionally used abbreviations to deceive me into signing a form that waived uninsured motorist coverage for my vehicle to be protected in case of a collision. The form contained only abbreviations, with no clear explanation of what they meant. I was verbally assured that my car, myself, and my medical bills would be covered. Instead, I was forced to get uninsured motorist coverage when I only wanted liability on my truck. The agent who signed me up, ******, told me I was not allowed to get liability and had to get uninsured motorist coverage. Fast forwardmy son had my permission to drive my truck to the store when he was hit by a driver who fled the scene. My grandson was in the car at the time. Now, this insurance company is refusing to pay for the damage to my truck. I have no idea if they will even cover my grandsons medical bills because Ive been completely ignored by the agencys owner, ********.******** has shown zero professionalism or sympathy. After being told he would call me back, I have heard nothing in almost two weeks. Every time I call, I am told he is dealing with a family emergency. I explained that ****** must have made a mistake in my policy, yet my coverage is still being denied. The only thing I see in the clause is that I REJECT UMPD, which I was tricked into *************, I spoke with the receptionist, ****** (or whoever she is), and she informed me that my insurance will be canceled on April 4th due to my son being the driver at the time of the accidenteven though Arkansas is a permissible-use state. Initially, they sent me to a claims agent, ********, who asked for paperwork but has since ghosted me for nearly two weeks. When I finally called today, ****** smugly informed me that they are still taking money out of my bank account despite canceling my ********* policy was cancelled after I was in an accident
Business Response
Date: 04/16/2025
Shelters Claims and ******************** have discussed these issues with Ms.********. In addition, we have responded to the complaint filed with the ** DOI. Our review of the policy determined the insured signed to reject the **** coverage, so there was no coverage for the vehicle damage. Ms. ******** suggests the agent made an error. Our investigation determined, the agent did not make an error or omission, so that claim was denied also. Regarding the policy cancellation, the claim occurred within the first 60 days of the binder date. Our underwriting guidelines allow us 60 days from the binder date to accept or deny the risk. Shelter decided not to continue coverage, so the auto policy was cancelled. Our decision remains unchanged.
Customer Answer
Date: 04/20/2025
Complaint: 23205201

I have reviewed the business' response and am rejecting it because: I was paying for property damage of my vehicle, and it clearly states that in my declaration page, and my premium that I was being charged for it. My complaint remains unchanged. I was with the company for about six months last year under liability coverage with an agent named ****. After a short period with another provider, I returned to Shelter Insurance through a different agencythis time with agent ********.

When I re-enrolled, I spoke with a representative named *****, who informed me that I could no longer obtain liability-only coverage. Instead, I was told I had to carry uninsured motorist coverage. ***** assured meverballythat this would protect me and my vehicle in the event of an accident involving an uninsured driver.

Unfortunately, my son was later involved in a hit-and-run while driving my vehicle. The other driver fled the scene, and we have no way of identifying them. To my surprise, Shelter has refused to pay for the damages to my vehicle, despite the fact that my policy clearly includes a charge for property damage under the uninsured motorist section. Ive reviewed my declarations page, and it shows I was paying for this coverageso who exactly is the property damage coverage for, if not for me in this very situation?

I was told by Shelter that the property damage coverage under uninsured motorist is only for instances where someone hits me, or I if I am involved in an accidents with and uninsured driver I would be covered, which contradicts the entire premise of having uninsured motorist coverage if its not true. Even my attorney agrees that this doesnt make sense.

In addition, Shelter canceled my policy after this incident, despite the fact that Arkansas is a permissible-use statemeaning I had every right to allow someone else (in this case, my son) to drive my car.

I also want to highlight how the contract was presented. ***** sent the paperwork through DocuSign, and I trusted her guidance without realizing I was being misled. I did not deny uninsured motorist property damage (UMPD), and I never saw a clear explanation of what UMPD actually meant in the contract. There should have been a plain-language description before the parentheses, not vague legal jargon.

Since the accident, Ive heard nothing from the claims adjuster in over a month. After repeated attempts to contact her, I was met instead with her supervisor, ****** who yelled at me over the phone and treated me with complete disrespect. That experience forced me to escalate the situation to the corporate office because I was getting nowhere.

At this point, I feel deceived, disrespected, and discriminated against. Ive paid my premiums in good faith, only to be punished and abandoned when I needed support. Shelter Insurance seems to do everything possible to avoid paying legitimate claims. I am now considering legal action because I believe my rights as a consumer have been violated.

I hope this message reaches someone who can take it seriously and help resolve this matter.

Sincerely,

******* ********
Customer Answer
Date: 04/20/2025
I need to edit the original complaint I am complaining because not only did they cancel me for making a claim they also will not pay for property damage on my vehicle which I was clearly paying for inside of my premium. Please add this to my complaint. I want them to pay for what they did to my vehicle
Business Response
Date: 04/22/2025
As stated in the initial response, Ms. ******** did not have Uninsured Motorist Property Damage coverage (UMPD) on the policy. At the time of the loss, the Auto policy had Uninsured Motorist Bodily Injury (****) coverage. Ms. ******** hired an attorney to represent the parties injured in the collision. She should discuss the coverage issues with the attorney. Our investigation determined there was no coverage for Ms. ******** vehicle. In addition,we completed an investigation under our agents E&O coverage. The investigation revealed our agents office did not commit an error or omission, so that claim was denied. The only coverage available is under ****. Our decision remains unchanged.
Customer Answer
Date: 04/24/2025
I do not agree
Initial Complaint
Date:04/09/2025
Type:Billing 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 am writing to formally dispute the recent cancellation of my H33333233353**6333830H policy (Policy # **-1-10720044-15) with Shelter Insurance Company, which I was informed occurred due to too many returned payments.This reason is both inaccurate and misleading. I have consistently made my premium payments using Apple Pay, which is linked to my valid and fully funded account. At no point did I receive any indication from your system that Apple Pay was not an acceptable or recognized method of ********** appears that your payment processing system may not recognize Apple Pay transactions in the same way it does traditional direct deposit or bank-linked payments, and therefore may have incorrectly classified my valid payments as returned. This technical issue should not be grounds for cancelling my policy, especially without proper warning or communication.I respectfully request the following actions:1.A full review of my account and payment ******************* reinstatement of my policy without penalty or lapse in coverage.3.A correction of my payment record to accurately reflect the legitimate payments made via Apple Pay.4.Clear and transparent communication on acceptable payment methods going forward, including any known limitations with Apple Pay.This situation has caused me unnecessary stress and concern. I have upheld my responsibility as a policyholder and should not be penalized due to a technical misunderstanding. I kindly ask for this matter to be resolved swiftly and fairly.
Business Response
Date: 04/10/2025
********* ******** contacted Shelter directly to discuss the returned payments. Our Underwriting Supervisor spoke to Ms. ******** on April 10, 2025. He explained Shelter sent 6 letters stating the premium was not honored. Regrettably, the method of payment was not corrected. The insured had the ability to pay and keep the policy active by paying the needed premium by February 28, 2025. Unfortunately, payment was not received by that date or not honored. Our company policy is not to accept more than three return payments in a calendar year. Due to the number of returns, Ms. ********* policies are not eligible for reinstatement. *********** was advised of our decision. I am sorry my response is not more favorable.
Customer Answer
Date: 04/11/2025
Complaint: 23185188

I have reviewed the business' response and am rejecting it because:

My payments were made in a timely manner by using the shelter mobile app. After speaking with my agent, I was informed that Shelter has updated billing policies that have caused several others to have the same issue. Although, the incorrect card was on file, I manually made each payment through the app using my bank card (on time) and my ACH info was on file as well.

Sincerely,

********* ********
Business Response
Date: 04/18/2025
Our billing system allows recurring cards and ******** account payments. Customers must authorize the withdrawal from these accounts via e-signature or wet signature. The insured had an incorrect card payment on file, then tried to manually pay through the app. If the recurring card is marked invalid",that recurring payment will not be presented to the card processor because the assumption is that it will be declined. If the stored card gets declined,indicating the account is no longer considered good, it is marked as invalid,preventing any future use. The insured tried to use the card through the app and it was not accepted. Our records do not indicate a request to use a new card was submitted by our agent. Shelter will not reinstate due to the number of returned payments in the calendar year. Our decision remains unchanged.
Customer Answer
Date: 04/23/2025
Complaint: 23185188

I have reviewed the business' response and am rejecting it because:

I, the insured, made multiple claims payments through the app. I never added a new payment method as the app reflected the correct banking account information.
I manually made the card payments which is my payment history reflects that.

Sincerely,

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

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Shelter Insurance Corp Office is NOT a BBB Accredited Business.