Complaints

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

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• 

  Shelter Insurance Corp Office

  1817 W Broadway Columbia, MO 65218-1000

• 

  Shelter Insurance Corp Office

  121 North Wilson Avenue Morehead, KY 40351

• 

  Shelter Insurance Corp Office

  Mc Kee, KY 40447

• 

  Shelter Insurance, Co.

  PO Box 3189 Clarksville, TN 37043-3189

• 

  Shelter Insurance Corp Office

  1101 Indian Mound Drive Mount Sterling, KY 40353

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:10/21/2024

  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.

  Car broke down in August 2024 and towed to nearest garage. Paperwork was submitted the following week to get reimbursement for the $400 towing charge from shelter insurance agency. Nothing transpired over the next few weeks. We have spoken to multiple agents, but mostly to our agent in **** ********, who has promised on more than one occasion that paperwork was being sent and our check would shortly be received in the mail. We have spoken to no less than seven different agents on approximately 10 occasions. It is now October 20 and we have still not received anything!

  Business Response

  Date: 10/25/2024

  I read the complaint ****** ******* filed.  Our records indicate, Shelter received an invoice on August 19, 2024 in the amount of $172.44.  ********** **** policy has Roadside Assistance with a $100 policy limit. In the complaint, Mr. ******* mentioned he paid $400 for towing.  ************** has another invoice, he should submit the invoice for consideration to his agent.
  
  Regarding the $172.44 invoice, Shelter uses a third-party vendor, Agero to handle reimbursement for towing. Our records indicate ***** issued a $100 check to ********** on August 20, 2024. The check was mailed to the address listed on the policy in ****, *********  On October 18, 2024, our agent advised the address needed to be updated, so ***** issued a new payment that day to the updated address in *********, *********  If the insured does not receive the check within 7-10 business days, he should let his agent know.
  
  In closing, the maximum coverage we will reimburse under the insureds Roadside Assistance coverage is $100. ************** has questions, he should contact his Shelter agent to discuss.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/20/24 I was in an accident with one of your insured. They asked me not to file with insurance and they would pay out of pocket. This did not happen so I called their local agent ****** ******. She would not respond to me or her insured for several days. I have been trying to reach her for resolution since Oct 4. Emails go unanswered, calls go right to VM. I just may want my car fixed as it clearly states in the police report it was not my fault. They response or lack of from Ms ****** is very unbecoming of your company. If I was just responded to all would be good but being ignored infuriates me as I am in the line of business on the medical side and this would be uncalled for.

  Business Response

  Date: 10/17/2024

  The accident happened on August 20 and Ms. ******** first contact with Shelter Agent ****** ****** was on October 4 via voicemail and text message. Agent ****** spoke with Ms. ****** the same day and sent her email address for any information related to the accident.
  
  Agent ****** emailed Ms. ****** on October 10 to let her know she had reached out to our insured for additional information. Agent ****** then attempted to leave a voicemail (full) and texted the insured.
  
  Agent ****** reported the claim on October 15, at which time she emailed Ms. ****** with another update, including information that an adjuster would be in touch. A Shelter adjuster did, in fact, contact Ms. ****** directly after the claim was reported.
  
  Outside of that one phone call, there is no record of ********* calling Agent Hoovers office. Shelters Claims Office has spoken with ********* as part of their investigation into the loss facts.
  
  Its unfortunate that Ms. ****** is dissatisfied with Agent Hoovers handling of the matter. However, its important to note that Agent ****** was first made aware of the accident 1 months after it occurred, and she provided consistent updates since being informed.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** for years. In 2022, my husband was leaving a mechanic shop with the insured vehicle. He was backing out of a maze of vehicles and smudged another vehicle. He went back in and told the mechanic. As soon as it happened the mechanic told my husband that he caused $1200 worth of ************ tore everything from under the vehicle. He said this without moving the vehicle to the shop for an assessment. My husband disagreed with him and asked him to roll back the security cameras. The mechanic said the cameras battery went out that morning. The mechanic then said he was calling his favorite police officer. The mechanic made the police report and we never got a number or anything. We disputed the so called damage on the vehicle because it was visibly old. We contacted our insurance agent and because of our concerns he suggested we file a claim with the insurance because he said someone from Shelter would investigate and we wouldnt pay for any damages unless Shelter could prove 100% we were responsible. Two days after the incident I talked to the mechanic and he changed his entire story about the damages. He went from saying my vehicle caused a dent, scratches and damage to a headlight to saying my vehicle only caused a broken clamp and he also asked us to just pay out of pocket instead of filing our insurance. Long story short. Shelter did not investigate this claim, they paid out and never told us they did. We found out March of 2024 that they paid. I asked for someone to review the claim again after I obtained a copy of the police report and it was all false information. The mechanic even put another vehicle on the report instead of the one he said we damaged. I let 2 supervisors and someone in the *** know and they all refused to look into it any further. This has caused a super increase in our premium. I also showed the *** how the police report narrative changed and information regarding the incident was removed.

  Business Response

  Date: 10/01/2024

  On March 14, 2022, ****** ***** reported her husband touched another vehicle while backing. The collision occurred on March 10, 2022. Our adjuster contacted Mrs. ***** to discuss what occurred. Mrs. ***** confirmed what occurred and was going to send photos of her vehicle and the claimant vehicle showing the damage. Mrs. ***** stated her husband said he bumped the claimant vehicle on the passenger side front. The incident occurred in the parking lot of ************* in ***********, ********. The insured planned to pay for the damages out of pocket. ******* mother went to the shop to talk to the mechanic about paying for the damages and he told her the entire end was totaled out and needed replacing. They were suspicious because this vehicle had damage all over including the rest to the front bumper. The insured told the mechanic they would turn it into their insurance to handle.
  
  On March 23, 2022, the shop sent photos and an estimate totaling $1,333.30. The vehicle had damage on the right front and the shop figured to replace the front bumper, headlight and inner fender. The tab on the bumper was broke and could not be repaired. The shop located LKQ parts. Our adjuster reviewed the estimate and based on the damage reported no changes were needed.
  
  Two years later, on April 29, 2024, Mrs. ***** called upset that the claim was paid. The insured stated her husband did not cause this damage. Our adjuster confirmed her husband backed into the claimant vehicle. ********* stated our adjuster told her she would contact her prior to paying anything and they were not contacted.
  
  Our Special Investigation Unit discussed the claim with ********* on September 25, 2024. It was explained the claim payment was not based on the police report. The claim payment was based on the vehicle photos submitted.*** confirmed the vehicle owner was correct although the *** on the police report was not. The insured disagreed with our investigation. A review of the claim file does not indicate the need for a SIU investigation. 
  
  Our investigation determined the insureds husband was at fault for the accident. Mr. ***** admitted to backing into the claimants parked/unoccupied vehicle. Mrs. ***** sent multiple photos of the claimant vehicle taken at the scene. Shelter paid for the damages to the claimant vehicle based on the photos submitted by the insured. Shelter was not initially told about the police report. The police report was not received until after the claim was paid. The inconsistencies on the police report did not affect how this claim was investigated or paid.  I am sorry my response is not more favorable.

  Customer Answer

  Date: 10/02/2024

  The companys response to my complaint is lacking a lot of facts. I was told by my agent, the person who took my complaint and ******* ******* who was handling the claim at the time that Shelter would investigate this claim because we suspected fraud. The mechanic told my husband that everything was torn out from underneath the vehicle as soon as it happened. He didnt assess the damage, he didnt take it into the shop to put it on a rack. He said as soon as it happened that he knew it was damaged and the total for the damages. Nobody investigated the claim and that is against Shelters policy and it is a breach of contract. We were verbally told 3 times there would be someone who would go to the scene, interview the mechanic and van owner, look at the vehicles and conduct an investigation and that did not happen. The mechanic changed his story about the damages when he told him that we were going to file a claim with our insurance. He changed his story about the damages he alleged ******* caused and said it was just a clamp that was broken. When I asked him the cost to repair the clamp, he never answered. Also, there is damage to the left side of the vehicle as well and I informed everyone about that when I filed a complaint. Shelter is refusing to address the fact that they did not investigate this claim. As far as the police report Jasmine, the adjuster who paid the claim out told me she requested the police report and the mechanic and owner refused to send it. I asked her why would she pay the claim and the other parties refused to send in requested information? I did not call upset on April of 2024, I called with questions because nobody told us how this claim ended and nobody told us that it was paid. Whenever we inquired about our premiums increasing we were told it was an increase across the board with insurance companies. We found out this year through our agent that Shelter paid out a claim. The reason we asked for an investigation is because we suspected fraud from the beginning. The inconsistencies in both the mechanic and owner let us know we needed Shelter to step in and investigate this for us and they didnt. Shelter doesnt want to address that part of my complaint. There is a duty of insurance companies to investigate claims especially when their customer  brings valuable information like we did. Now the police report that was filed was false and Im almost certain thats why they didnt send it. The owner of the van changed her story and told me the damage was to her headlight and she asked me to pay her out of pocket for it and so did the mechanic, they did not want us to file a claim for the incident. Just like I told *** in the *** unit that if he was being honest about the damages then they wouldnt care who paid for it. I believe that the mechanic knew that there should have been an investigation from our insurance company and the truth would come out if Shelter had kept their promise. She never mentioned any damage to her bumper whatsoever when we talked. The mechanic also changed his story and told me that the damage was already there to the bumper including the dent and scratches and he refused to provide me with a cost to replace the clamp. By us opening a claim is no admission of guilt on our part. We opened it because our agent, Larry ********, the lady who took the complaint over the phone and ******* ******* promised us that if we had concerns that they would do an investigation and told us we would not have to pay unless they were one hundred percent sure that my vehicle caused the damage. Three Shelter employees all verbally promised us an investigation and it didnt happen which makes it a breach of contract and bad faith insurance on Shelters part. Also when I spoke to Jasmine earlier this year she told me that she noticed old damage to the front bumper of the vehicle as well  and I asked her how were they able to prove that my vehicle caused it. We noticed the same old damage too which is why we requested an investigation in the beginning. The truth is ******* was being honest about even tapping the vehicle and his honesty was taken advantage of and thats what I told Jasmine when she asked my why would he even to tell them he hit the vehicle. 

  Customer Answer

  Date: 10/10/2024

  Complaint: 22339807
  
  I have reviewed the business' response and am rejecting it because:
  
  Shelter is not being honest concerning why I requested the claim to be investigated. They refused to listen to my complaint as to why we requested this claim to be investigated. Like I have stated several times before the mechanics quote and ******* estimate was within $100of each other which suggests to me that the mechanic already knew what was wrong with the vehicle before ******* ever came into contact with it. The damage was clearly old to the vehicle and Shelters adjuster, Jasmine admitted to that. Like we explained before ******* was inching out of a tight space with several vehicles around him riding his brake and he tapped the front end. There was no impact or collision. The mechanic and the crew at the shop didnt even hear anything. The mechanic lied and falsified the police report, and as part of the investigation that Shelter said they conducted the report was requested and wasnt received. There was no paint from the other vehicle on mine, no scratches to my bumper or any indication that we caused any damage to the other vehicle. There was just a dirt smudge and it was wiped off. We requested an investigation where we were told they would speak to everyone involved, visit the dealership and make sure my vehicle was responsible. Before I even filed a claim the mechanic and owner of the van both changed their story concerning the damage they alleged we caused. Shelter is refusing to admit the made an error in handling this claim because they dont want to look bad. I keep reiterating the fact that we were promised an investigation by three employees of Shelter and never received one. Jasmine stated she asked for the police report and didnt get a copy of it from the owner or the other party but she never requested one from us. ******* ******* told me before he left to do claims during the natural disaster in 2022 that Ms. ************** was not cooperating with his request to take the van in for an estimate, he told me she wasnt answering his calls. He told me he was going to close the claim in a week because she stopped communicating with him. As paying customers of ********************** why didnt we receive a fair investigation into this. The pictures I sent in were to show the adjuster what they were claiming my vehicle caused. If a customer has an issue and requests an investigation by Shelters policies we were entitled to one. They failed to do so. Also the fact that the mechanic used a different VIN number on the police report and lied then this claim should not have been paid. Its ironic how the lady who took the initial claim over the phone and the lady who took my complaint for the *** all see where some things were done fraudulently but the adjusters dont want to admit to it. As far as the incident being 2 years old we just found out that the claim was paid. Nobody followed up with this about it. After my last conversation with ******* we never heard anything about this claim. Shelter is responsible for not investigating the claim like we were promised. Our agent told us what was supposed to happen in the investigation process and it did not happen. The police report has changed 2x now and its not a coincidence that everything surrounding this vehicle and claim from the mechanics side and owners side has changed. According to the mechanic the damage went from $1200 to $1700 on the first police report to now he said its $500 on the new report and yet shelter wont entertain this information. There is no way to prove my vehicle was responsible for that damage and they know that. I had a claim before where the adjuster actually investigated it and this was a claim through Shelter. A neighbors tree was rotten and a large limb from the tree fell on my vehicle and busted the window and dented the top. I was told by the adjuster he wanted pictures of the tree limb, I sent them and he actually drove to the property and surveyed the tree hisself and concluded the neighbors were at fault because the tree was rotten and was on their property. I said all that to say he did what he promised and that was an investigation. I think what happened is my complaint was taken and it fell through the cracks and the adjuster just paid it without keeping a promise to their customer. And Im also curious as to why ******* would put a used car part on a vehicle as a repair. Ive never heard of that. I really wish whoever is responding to my complaint would just listen to the facts and look at the vehicle, the false police report, the vin number that doesnt belong to the vehicle they stated my vehicle damaged and be fair. If the shoes were on the other foot they would want an investigation too. And just because my husband tapped the front end doesnt mean he was responsible for the damage and Im not a skilled adjuster and I know that. Its that I just want this off my record because it caused an increase in my premiums, I want it off because by the mechanics admission, ****** ************** admission and the false police reports we were not even responsible. Had an investigation been done they would have not paid out the claim and whoever responded to my claim knows that the investigation we were promised was not just an adjuster looking at the pictures but a full fledged investigation into the reports, witnesses, police reports and statements from the ones involved and looking at both vehicles. If my vehicle caused $1200, $1300 or even $1700 worth of damage there would be some damage to my vehicle besides just a dirt smudge. Like I said Im my last response why is no one dealing with the fact the adjuster said she wanted the report and it wasnt submitted yet she still paid the claim, why we were not granted the thorough investigation that we were promised and why is an insurance company looking at all the evidence that I have presented and till willing to say I was at fault. If the mechanic falsified the report, then changed his story multiple times and the owner changed her story, they refused to send in a police report when it was requested and have changed the police report again after I talked to the officer then why is Shelter believing the damages to that vehicle were caused by my car. Everything surrounding that van and the mechanics claim have been proven false and yet Shelter refuses to look at it themselves. Also, has anyone wondered why the mechanic was so invested in this claim? This van was sitting untagged on his property after he got back from an auction with the buy date of the same date as the incident and hes the only one who was running around trying to get us to pay for damages to it. He filed the report and wasnt even outside when it happened. ******* never gave a statement to the police. The mechanic said he was calling his favorite police officer and that officer has gone back and made changes to the report that are false as well. All of those are red flags that shelter refuses to address. 

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

• Initial Complaint

  Date:08/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/16/24 I was involved in an accident and had them as the insurance provider. Insurance was in my friends name who I was buyin the vehicle from and waiting on the title. He was incarcerated and I was in an accident and they didnt try working with me or anything so I could take legal representation

  Business Response

  Date: 08/19/2024

  Thank you for the opportunity to review this matter. ***************** struck another vehicle while driving a Shelter insured vehicle, to which she was neither a rated driver nor on the title. Notwithstanding, Shelter paid for the damages to the vehicle ****************** struck. There was no Collision coverage on the policy to repair the insureds vehicle. 

• Initial Complaint

  Date:08/06/2024

  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.

  I obtained insurance with them effective 6/26/24 i explained to them about my sr 22 they advised one was no longer needed then i get a letter from the dmv advising i have one more year left to obtain now my license has been suspended due to there lies and i have to pay fees and go through the process of getting my license back then they never advised they dont issue sr 22 for dui when i explained my situation in the beginning before obtaining there insurance now i received a letter from the dmv they are unable to verify i had insurance the whole time i was with this company they termed my insurance back to the effective date but has not refunded my account now i have to pay the dmv the $250 on top of the other fees to obtain my license back they should not be able to ruin peoples lives like this

  Business Response

  Date: 08/07/2024

  I shared Ms. ******** complaint with Agent ***************************** management, who spoke directly to Agent ******. Agent ****** recalled her interactions with ****************** and advised she did not advise she needed an SR-22 for a ***, but instead indicated the *** was 10 years ago and made no mention of an SR-22. Regardless, the SR-22 insurance requirement was from the ***************** of ***** Vehicles and it was Ms. ******** responsibility to ensure she was in compliance.
  
  I independently reviewed Ms. ******** Application for the Auto Policy dated June 26, 2024 and no violations to her driving record were disclosed to Shelter. ****************** then contacted Agent ****** in August 2024 asking to backdate the policy to add the SR-22. Agent ****** contacted Underwriting who advised the SR-22 could not be added since Shelter does not issue SR-22 for *** on new business. Based on Agent ******* conversations with ******************, the policys cancellation was effective today, August 7, 2024, at Ms. ******** request. The unearned premium from todays date until the end of the policy term will be reimbursed to ****************** along with Shelters letter confirming the policy cancellation. 

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am highly dissatisfied with the customer service provided by your claims and adjuster department. My attempts to clarify questions and address urgent matters have been met with extreme rudeness. Both representatives were unwilling to listen, interrupted me repeatedly, and exhibited a complete lack of compassion.

  Business Response

  Date: 07/30/2024

  On July 30, 2024, the claim supervisor from the **************************** office called *************************** and left a message for her to return the call. Our supervisor is willing to discuss ****************** concerns and answer any questions she may have.  I apologize on behalf of Shelter Insurance for any comments the insured and her daughter deemed unprofessional.  

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called shelter to see if I had coverage for tree removal in 05/2024. I was told no. A month later I get a letter stating that I have a certain time to have the trees removed or lose coverage and my premiums will increase. I also had on 07/23/24 a very rude and disrespectful adjuster that came to review a claim on my roof. ******************* told the roofing company that there was need for him to come out he refused to look at he damaged they pointed out or pictures they tried to dhiw him. He also made the comment that I gave only had the insurance for 9 years as if that mattered. This adjuster has never approved any claim that we tried to file or he would make the comment not enough damage to even file. I think this company is rscudt against blacks. Like we are trying to get something for free. There is no reason to mistreat anyone for any reason

  Business Response

  Date: 07/24/2024

  I read the complaint filed by ***********************************.  On July 24, 2024,  the supervisor spoke with Mr. and *************************.  During the conversation, they discussed the insureds concerns.  It was agreed that Shelter will reinspect the property. An adjuster will contact the insured to schedule an appointment.  I apologize on behalf of Shelter Insurance for any comments the insured deemed unprofessional and/or rude.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:06/25/2024

  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.

  Shelter insurance company withdrew $418.62 three times on 6/20/24. On the 21st i was notified that it would be fixed within 1 to 2 hours. On the 25th, they have only reconciled one transaction of $418.62. At this point i want all three transactions credited back to my account. This is not good business especially when the agent ***************************, is not taking any accountability for this "bullcrap".

  Business Response

  Date: 07/02/2024

  I researched ************ statement that Shelter transacted money multiple times with approval to only transact that amount once. Our records show there was one duplicate charge on June 19, 2024 and I am pleased to report that Mr. *** was reimbursed that amount on June 23,2024.
  
  The duplicate transaction error was caused by a card payment vendor and spanned multiple companies, not just Shelter. Note that prior to this incident, Shelter contracted with a different card payment vendor and is in the process of changing all payments to the new vendor. Upon learning of the vendors error, Shelter sent emails to agents that had impacted policies. It was believed at that time that customer accounts would be corrected by the next day.
  
  Unfortunately, Shelter subsequently learned that the issue was more widespread than initially thought and had not been resolved as expected. In turn, we sent an email to all agents advising we were aware of the issue and in regular contact with the vendor for updates. 
  
  Shelter has worked closely with the vendor to determine corrections needed for each policy while also demanding assurances that there are safeguards in place to prevent future occurrences.The vendor is aware that they have not met Shelters standards of topnotch service.
  
  We recognize ************ concerns with the duplicate account transactions and sincerely apologize for any inconvenience. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new fridge from Lowes that was delivered and installed by Diakon on Friday, May 3rd and on Saturday, May 25th our daughter came to us saying that there was water coming through our finished basement ceiling. We went downstairs, saw the damage and went upstairs to investigate. What we found was the fridge water line leaking (a slow drip) at the connection point and a pool of water on our floor and under the floorboards into the basement ceiling. This was due to the delivery teams poor installation. We immediately called Lowes because they insure their delivery and install for 1 year. ***** pointed us to Diakon (their delivery and install contracted company) and on May 30th we received an email from Diakon stating: Good afternoon, *****. The carrier has chosen to cover this claim under their insurance due to its significant value. insurance company is shelter mutual insurance company We were passed off to Shelter Insurance and we have been in the middle of a communication fiasco with them ever since. We are a month from discovery and are still being taken in circles by Shelter Insurance. The adjuster, *********************** keeps asking questions we have already answered and will not follow through. He has not returned phone calls and takes days to respond to any emails we send. Shelter insurance and the adjuster have been very unprofessional in their impromptu responses. Even though Lowes promises coverage on all their advertising and Diakon (their delivery and install company) approved coverage due to the significant value of the damage, shelter insurance has not followed through or delivered any financial coverage for the damages caused. Our claim number is: GL3679648. The adjuster ******************* contact is Phone # ************ ************************************** We are getting no resolution. We would like to see this wrong made right and the damages to our home covered.

  Business Response

  Date: 06/28/2024

  Shelter Insurance has accepted liability for this claim that was reported to us on June 3, 2024. Shelter Adjuster **************** sent an email to the claimant on June 26, 2024 requesting the estimate for repairs. Once received, Shelter can move forward and appreciates the opportunity to resolve this claim. 

• Initial Complaint

  Date:06/07/2024

  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.

  On 5/31/2024, I was asked by shelter Insurance to make a payment of $133.91 from my debit card because they didn't have permission to remove money from my **** account. So I did. But that same day Shelter Insurance removed $133.91 from my **** account. On 6/1/2024 I contacted Shelter insurance and tried to explain to them that I needed that money back. I was told that I would not be getting my money back and to call back on Monday. On 6/3/2024, I called back and was told that they have not received any money from me. I then called the **** of Missouri and was told that one payment was received by the insurance company and one was pending. I then contacted *************** in the ***************************************, where I made the debit card payment, and I told her that if one of those payments were not returned to my **** account that I going to have overdraft fees. She was trying to tell me that the money was not received, and finally at the end of the day she told me that I would not get my money back, but that it would go towards my next months bill. So I cancelled the policy. Hoping to get my money back. I yet to receive my money. l want $267.82 the money owed plus $142.03 for overdraft fees. It was not my fault that they got paid twice. I am on a budget, I cannot afford to pay anything twice.

  Business Response

  Date: 06/12/2024

  I read the complaint filed by *************************. I am pleased to inform, on June 6, 2024, Shelter refunded $153.17 for the premium paid on the 1994 GMC K1500 and $103.16 on the 2001 ***** Civic.  The total refund issued was $256.33.  In order to consider the overdraft fees, ************* should provide copies of her bank statement to the agent showing the *** withdrawals caused the account to overdraft.  ************** should contact the agent if she has questions. Thank you for the opportunity to respond.ere...

  Customer Answer

  Date: 06/13/2024

  Complaint: 21816084
  
  I am rejecting this response because:
  
  My bank account was in the red until today. My water was shut off because Shelter insurance would not return my money that they never should have taken in the first place. I can not use my vehicles because I had to cancel the insurance just to get my money back 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/13/2024

  I just got the check today.  They took 2 payments of $193.91 from me on the 31st.  They said that they couldn't take money out of my bank account but they did take money out of my account.  They said they would take the extra payment and put it towards my next payment.  They did not have my permission to take the extra payment, I didn't fill out any forms for this.  My bank account has been in the red June 4th.  I needed that money to pay for other bills.  The money never showed up until now.  I can't drive my vehicles, my water is off and they did not pay my overdraft fees.  I am not satisfied.