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:03/07/2024
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.
-this is my personal car insurance company -I was rear ended last year in my previous vehicle, and paid the deductible, thinking I would be reimbursed -I have gotten a divorce since this incident. When it occurred, I was married and on a joint policy with my now ex husband, *********************.-insurance mailed my reimbursement check months ago to *****, and he discarded it.- ***** refuses to sign the check, and insurance is refusing to write it split.I am unsure if there is anything you can do to help, but feel I am owed that money. I can prove that it was paid with my discover card.
Business Response
Date: 03/12/2024
I read the complaint filed by *************************. On March 8, 2024, the claim supervisor called ************** to discuss her options. ************* was left a message to return the call. To date, she has not returned the call. At the time of the loss, ************** and now ex-husband were listed as the named insureds on the Auto Policy. When claim payments or refunds are issued, Shelter is required to list the named insureds on the policy and lienholders/mortgagees. The payment was issued in accordance with the policy language. To consider reissuing the payment in Ms. ****** name, she should provide specific legal documentation directing Shelter to do so. ************** could also talk to her attorney to see if they can assist with getting this matter resolved. Thank you for the opportunity to respond.
Initial Complaint
Date:03/07/2024
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.
My credit card has been charged a total of $1682.48 and i have only had insurance with shelter since 29 Jan 2024 Policy 24-1-11181608-3 . So less than 60 days. I need to be refunded you have over charged me 1, 25 Jan 2024 amount ******** 2. 7 Feb 2024 amount $162.34 3. 16 Feb 2024 amount $348.96 4. 27 Feb amount $16.90
Business Response
Date: 03/14/2024
I read the complaint filed by *******************************. The insured also filed a complaint with the Attorney Generals office. Shelter wrote an auto application for the insured on January 30, 2024. Since the policy inception date to current, here is a breakdown of the premium.

24-1-11181608-2

New Business payment:                                                                                  $1,154.28
January 30, 2024 vehicle change 2024 Prius: -$457.43
$696.85
2/7/2024 Changed to 2024 GMC 1500 +******
                                                                                                                         $859.19
2/16/2024 Multi-car discount: -168.85
$690.34
2/27/2024 VIN correction +16.90
                                                                                                                           $707.24
3/5/2024 Policy cancelled refund $542.40 *******
Total premium paid $164.84
On March 5, 2024 $229.60 of the refund was applied to Unit 3 premium. The remaining $312.77 was refunded to the insured.

24-1-11181608-3

New application on 2023 *** payment:                                                     $517.81
Minus multi-car refund on Unit 2 -168.85
Charged to credit card $348.96

2/27/24 Removal Companion Policy Discount (due)
            $542.99-$517.81=$23.67 billed, not paid

3/5/24 Multi-Car Discount removed- refund from Unit 2                              $229.63
Total premium paid                                                                                     $747.44

Our records indicate two refund checks for Auto unit 2 were mailed to the insured and cleared our account. A refund check for $457.43 issued January 30, 2024, cleared February 5, 2024. The other refund check was issued on March 12, 2024 for $312.77 and cleared our account on account on March 12, 2024.

As outlined in the premium breakdown,the total paid on auto unit 2 was $164.84 and $747.44 on unit 3 for a total of $912.28. I am sure this is confusing based on the number of changes completed. The insureds credit card statement may show $1,682.48, however two refund checks in the amounts of $457.43 and $312.77 were issued.

In closing, the premium collected was fully earned. No additional refunds are owed. Thank you for the opportunity to respond.
Initial Complaint
Date:03/07/2024
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 have been a customer of ********************** for around 20 years, since I got my first car insurance policy. My parents had their insurance through Shelter for my entire life. Now, my mother is deceased and my father is incapacitate. Their trust clearly states that my sister, *******************************, and I are co-trustees. The 3 houses our dad had deeded into their trust. The insurance policies on these 3 houses are under the trust and the policies are in the name of the trust. I live in one of these 3 houses and personally pay the insurance on it. I do not receive mail, bills (that I pay) or other communications from Shelter Insurance regarding these house. Depending on the employee Shelter will often not communicate with me about these policies. Since last summer I have summited my parents Trust to the Shelter Insurance on 3 separate occasions and Shelter doesn't respond to my request to have access to the information and mail to the trust policies. I have contacted my agent, ************************* more than a dozen times since July of 2023. He generally doesn't respond. I have contacted customer service, ****'s boss, and the underwriter. There has been no resolution. My sister and I do not get along and she got the check canceled on my claim for hail damage for the house I live in. I suspect (because one employee told me) that ******'s attorney submitted a letter claiming she is the only one to receive information on ***************************************** accounts because she is guardian and conservator. This is true for our father's vehicles, but not for the houses which are in the trust. My vindictive and unreliable sister tells me how much and when to pay the policy on the home I live in. She doesn't share information about the other two houses.The policy numbers are:24-73-1963372-2 for my home at ***************************************** 24-73-1963372-1 for ***************************************** 24-71-1963372-1 for *****************************************
Business Response
Date: 03/15/2024
I read the complaint filed by *****************************************. Underwriting forwarded a copy of the Trust Agreement to our **************** for review. Based on this agreement, ********* and her sister should be listed as Co-trustees on their fathers policies. The agent has made the policy changes to ensure ********* receives the documents. Thank you for opportunity to review
Customer Answer
Date: 03/15/2024
I previously communicated with the underwriter at Shelter Insurance via email and with my agent by email and phone. I have not received any email messages from Shelter Insurances or any of their employees notifying me of the changes they made to correct the problem. I have not received any notification of any kind from Shelter other than this response message in BBB's complaint system. Shelter has ignored or said there wasn't a problem since summer of 2023. Previously, my agent specifically has said he would solve the problem, but he hasn't. I have yet to see if the problem is resolved and I do not think it is appropriate to close this complaint until there is proof of Shelter Insurances changes...access to the trust held insurance account online, mail sent to me regarding these accounts, or even a letter directly to me on Shelter Insurance letter head saying they recognize and solved the problem. So I don't want to click BBB's resolved button until there is proof.
Thank you,
*********
Customer Answer
Date: 04/03/2024
The issue is not resolved because: 1. Shelter has NOT sent me any direct communications regarding solving the issue. 2. I still do NOT receive mail from Shelter Insurance for any of these 3 accounts despite previously requesting this in my complaint and Shelter has NOT shown any proof that they will be sending me mail for these accounts. 3. I still do NOT receive electronic communications from Shelter regarding these 3 accounts. 4. I CANNOT access any of these policies when logged into my account at ********************** and I was NOT able to add them to my online account.
********************** did respond to the complaint that I sent to the Attorney General (see attached). In this non-direct communication, Shelter appears to have added me to the policies, but still has NOT fixed the issue that I do not receive communications from Shelter for these accounts. The address is my sisters. (My sister doesn't communicate with me in appropriate ways). I am still reliant on either calling Shelter to inquire about if I have an upcoming bill, how much and its due date; or relying on my sister to forward me the bills she receives. This is not acceptable.

It is unreasonable for me not to be able to receive mail or electronic communications, like bills, on accounts that I have a legal right to have free access. Thankfully, Shelter Insurance has finally recognized my legal right to the information by adding my name to these policies, however I still cannot easily access these accounts as a normal policy owner does.

In addition, Shelter Insurance lied about when and how frequently I have communicated with them regarding this issue in their response to my complaint. And now I am insulted and am requesting an apology in which Shelter Insurance acknowledges their misrepresentation of the facts and gives an accurate record of dates and the number times I have contacted them regarding this issue, especially noting the times that I have provided them with copies of the Trust, and when I first requested that Shelter's legal department review the provided trust documents (summer of 2023). I have my records of the emails I have sent with references to phone calls and times I submitted the trust. I have my records which I can share if Shelter continues to lie. (They are so numerous that uploading them to this platform is not practical.)
Business Response
Date: 04/05/2024
As requested, on March 19, 2024, Ms. ************ name was added on the policy as a named insured. Due to computer system limitations, Shelter can only have policy documents sent to one address. Both listed trustees have the right to make policy changes. ************************** should contact the agent to discuss if she needs them at every renewal or occasionally. Our agent can produce the documents for her when requested.
Customer Answer
Date: 04/05/2024
Complaint: 21400022

I am rejecting this response because: Shelter Insurance has not addressed all the issues, for example giving me computer access to the accounts, having the agent or another employee mail out statements to both me and my sister as other agencies do by inserting a cover page with my address over the bill information since their system is ancient, or the fact that my agent has a history of being consistently negligent, the company is ignoring my complaints about my agent and not apologizing. Shelter Insurance did not even address the amount of time and effort I have wasted with my agent and other employees trying to solve this issue. They have addressed the bare minimum of the issue by adding my name to the account. *********************** "resolution" is for me to keep a calendar of when I think my bill will come and then call my negligent agent, wait for him to respond (which is part of the problem!) so that I can know how much to pay for new bills each year. Shelter needs to find away for their systems to mail, text, email or allow for set up of electronic account access to bills for me to access my accounts.
Sincerely,

*****************************************
Business Response
Date: 04/11/2024
************************** has the option of setting up an online customer access account to manage the policies. The agent is willing to assist ************************** with providing the policy documents, so she also has that option. As ************************* mentioned in the initial complaint, this is a family issue and Shelter will not get in the middle. The named insured was changed which gives her the ability to make changes on the policy. We apologize for whatever inconveniences she has experienced, however there is no further information we can provide. The policy was changed, so Shelter will not continue to respond to the same issues.
Initial Complaint
Date:03/05/2024
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.
******** has done nothing to settle this claim. I have been without a vehicle since Dec. 16, 2023 and am disabled and he knows this. He has demeaned me, has denied receiving estimates and other documents. Does not answer or return calls or respond back. It is March 5th, 2024 and he wants to start the claim process over with a third party independent adjuster. Which he should have done in the first place. This is unacceptable and the whole process very unprofessional. We have done everything we can to abide by the policy rules and even try not to cost the company money by towing it ourselves. The vehicle is not driveable and has sub frame damage. I have missed medical appointments and even lost help through ******** bc I couldn't keep appointments. I am on a fixed income. And I feel like I am being discriminated against.. He also stated that this is not about how I feel safe driving the vehicle afterwards and that I need to stop trying to run this claim. There is subframe damage and the car is undriveable. And after all this time, he says he cant find any information the 3 body shops sent him estimates and pictures. I have anxiety and severe medical problems and bc of this I cant be exposed to ***************** abuse anymore. I have called the home office several times and asked for their help and they say they will turn it over to his supervisor or manager and I havent heard from them yet.
Business Response
Date: 03/06/2024
I read the complaint filed by *********************. On December 16, 2023, while parking, Ms.Seatons vehicle lunged forward into the concrete curb. The insured was able to apply the brakes to prevent from causing damage to the store or other property.**************** reported the loss on December 27, 2023.

On January 8, 2024, our adjuster called the insured and explained the claim process. **************** advised she had towed the vehicle to her house and it is currently on the trailer. The insured stated she would find a shop and give our adjuster the information.

On January 24, 2024, **************** said she found a shop and needed a rental vehicle. The insured does not have Rental Reimbursement coverage on the policy, so our adjuster could not authorize the rental. During this conversation, our adjuster confirmed he had not missed a telephone call on January 8th and this was the first time the insured had contacted him. **************** agreed.

That same day, **************** called **************** and was transferred to the supervisor. It was confirmed that the insured did not have rental coverage. The insured wanted the vehicle towed to a shop. The supervisor confirmed there was no body damage on the vehicle and it appears to be all mechanical. They discussed the possibility of this being a manufacturing issues which would not be related to the accident. Ms. ******* stated she had read about this online also.

A few weeks later, our adjuster received a call from the insured asking the status of the claim. It was explained that Shelter still needs the photos and estimate from a shop of her choice.

Regrettably, Shelter has been unsuccessful getting the information to proceed with the claim. On March 1, 2024, we decided to hire an independent adjuster from ******** Insurance. Our adjuster called **************** and left a message letting her know an adjuster would contact her. He explained we need her cooperation with letting them complete the inspection. Once inspection is completed, our adjuster can complete the claim investigation to determine if coverage applies.
Customer Answer
Date: 03/12/2024
This is the info from my journal about the way this claim has been handled:
12/16/23 accident
12/17/23 Got trailer to pickup car and bring home. It took 4 grown men to load the car bc the way the subframe was damaged.
12/27/23 (due to holidays) Spoke with Brit in customer service at ********************** to make claim. She asked agent if it was covered, and agent said yes and she assigned me a claim number and said adjuster will be in touch in a few days.
1/4/24 Called customer service back and spoke w *****. She gave me the adjusters info to contact him. She said he should have been in touch by nowI Called adjuster and left my info on his vm to please contact me about the claim..
1/14/24 Adjuster finally returned my call. We expressed our concerns about local body shops due to past experience. He started naming off some shops, all newly started businesses, we told him the particular one he named off was really expensive, he said not to worry about that. He is in the middle of a project and just to get him some numbers and he would take care of it. He said they wouldnt pay to tow the car more than 30 miles to get fixed.

We borrowed a truck to haul the car that was on someone elses trailer and got an estimate and gave him the adjusters info and they talked
1/24/24 Called adjuster left vm asked if he could possibly get me a vehicle in the meantime bc it was taking a long time and my vehicle was undriveable and I am disabled and need a ride to drs appts called customer service right after I left him the vm and she got adjuster right on the phone. He said no, I asked to speak to his supervisor. I was transferred to his supervisor and told him how long it was taking adjuster to respond and asked if he could make an exception due to this fact about a rental and he said NO Coverage-NO rental
received email from adjuster that day that he had spoken to the body shop.
Also talked to ***** again that day in customer service about them drafting my account for a vehicle I was unable to drive and asked her if they could adjust my policy amount for the time Im not using the coverage. She said no the only way to do that is to cancel the policy. At this point the last thing I wanted was for them to use that as an excuse so months later they are still charging me for a policy I cant use without a vehicle.
1/30 Left vm to adjuster letting him know the body shop is 2 weeks out and I needed to get my vehicle somewhere to get it fixed bc I am missing drs appointments. So I borrowed a truck again and hauled it to a different body shop. This particular body shop also emailed the estimate and pictures to the adjuster. Also, this body shop was two weeks out.
2/1-2/14 called adjuster about 5 or six times no answer.
2/19 Took the vehicle to another body shop gave the body shop adjusters info and gave adjuster body shops info. They spoke back and forth. He was sent estimate and pics. I also sent estimate this time so he couldnt say he wasnt receiving anything.
2/20 Called adjuster he told me I need to stop trying to run this claim and its not a matter of weather I feel safe driving the carhe said that's not how this works. At the time he was driving down the road checking his email bc he said he was fixing to go through a dead zone but that he hasnt received anything from anyone. And he wouldnt be back in his office until Friday or Monday. The call then got disconnected and he didnt try to call back.
2/29 Still havent heard from adjuster. Called customer service let them know what was going on and she said she would contact the adjuster and the supervisor. I asked if she could go above them bc I had already talked to the supervisor and he hasnt helped. So she said she would get in touch with the manager too..
3/1 I emailed the trailer bill which I had to pay ***** cash out of pocket and still owe the man a balance and also emailed the estimate again.
Also called adjusters phone and got vm again. I told him I need a check within 10 days.
A few days after I decided to get others involved.
Initial Complaint
Date:02/22/2024
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.
IN April of last year my home was severely impacted by a tornado. I filed a claim with my insurance company Shelter Insurance. ************************************ has denied the claim saying that the contractors charged too much for the repairs. They refuse to pay for the same shingle that were on the roof saying they cost too much. My insurance policy states that I have replacement value. ******************* refused to pay for the decking because it was not in the first estimate. The decking cost ***** dollars. The policy is also to pay for roof decking if needed to be replaced or if is was not up to code. They denied the additional cost. There have only paid ********* out a bill for my contractor of *********. I would greatly appreciate any assistance in helping resolve this matter.
Business Response
Date: 02/26/2024
I read the complaint filed by *************************. On February 26, 2024, our adjuster met with Ms. ******** contractor at the insureds residence. They discussed the scope of the work and determined there are pricing issues. While at the site, the contractor sent additional information and photos to our adjuster for review. Our adjuster advised he would review the documents and write a supplement. ***************** should contact our adjuster or her contractor if she has additional questions. Thank you for the opportunity to respond.
Customer Answer
Date: 03/05/2024
Shelter insurance refuses to pay for repairs made to my home after the April 19, 2023 tornado hit my home and did substantial damage. I have submitted two estimates and shelter insurance. Shelter insurance is not allowing for any labor costs. I am out over 20k in costs.
Initial Complaint
Date:02/08/2024
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.
****** has paid premiums to Shelter Insurance for many years. Recently, during the below zero nights in the southwest ******** area (******) his water pipe froze and busted. Shelter determined the problem was due to a washing machine issue. However, it seems to me the insurance company is trying to take advance of ******, due to his age. ****** has trouble hearing and lives alone, therefore he doesn't always know exactly what is going on, in regard to telephone calls and such. This incident happened on January 16th of this year. The house was flooded and thus far, damages which have been billed exceed $3000. There are still some repairs which need to be done but needless to say ****** doesn't have the funds to do repairs. ****** paid s $556 premium back in September of 2023. I am one of ******'s doctors and would like to see his stress level reduced. I am writing this information because he cannot. Please look into this matter. It doesn't seem quite right to me. ******************************
Business Response
Date: 02/09/2024
I read the complaint filed by ****************************** on behalf of insured, *************************. The insureds dwelling was damaged by water damage.The investigation determined the damage was the result of a failure of the plumbing system behind the washing machine that flooded the home. Mr. ******* property is insured by a named peril policy. The cause of the damage was not the result of a named peril listed in the policy. Therefore, the claim was denied.

Shelter Insurance settles claims based on the policy in force when the claim occurs. Regrettably,this was not a covered loss. I am sorry my response is not more favorable.
Initial Complaint
Date:01/24/2024
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.
On 4/14/23 I added a car to my insurance policy. Had shelter ins fax the court house a copy of policy. Got my plate and registration from clerk. 8 months later file a claim because I hit a deer. Now they said it not covered because they made a vin error 8 months ago and so I’ve been paying full coverage on what.
Business Response
Date: 01/25/2024
I read the complaint filed by ***** *******. The insured hit a deer on December 20, 2023.
The vehicle was declared a total loss. Our
investigation determined Mr. *******’s 2006 Infiniti M45 was not on the Auto
policy when the loss occurred. The vehicle listed on the policy at the time of
loss did not have the same VIN number. Therefore,
the claim was denied.

Mr. ******* apparently had purchased another 2006 Infiniti
to replace another Infiniti and the policy was not changed. The insured states he had contacted the agent
and was given temporary ID cards. Mr.
******* was advised on January 18, 2024, that we would submit a request for an
Errors and Omissions claim. Shelter has opened the Errors and Omissions claim
and will investigate what occurred. Once the investigation is completed,
Shelter will review and handle the claim accordingly.
Initial Complaint
Date:01/03/2024
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.
Dec 2023 we suddenly heard a hissing sound ran to the bath and a hot water line explode.d my husband ran to the main water line to turn it off and I proceeded to clean up gallons of water in my living room and bath. Part of the dry wall busted out and it ruined our floors.
We called insurance and basically called liars. They came up with every reason theY would not help and did not get too our home for weeks. Now we have a hole in the floor and walls. I paid for years here and we are treated like trash. I have brain cancer and we need help. The adjusters manager told me to get a lawyer and was extremely disrespectful. I hate that I've paid his salary for years. ****** ***** is the adjuster with no contractor knowledge at all. His boss told me to call a lawyer cause he wasn't talking to me
Business Response
Date: 01/04/2024
I read the complaint filed by ***** ********. I am sorry to
hear about the insured’s health issues and apologize for any comments they
deemed disrespectful and/or unprofessional.
I offer the following information.

On December 11, 2023, a pipe in the insured’s floor busted
and leaked on the flooring. The floor was cut to get to the pipe and there was some
mold and rotting wood under flooring. Our investigation revealed the subfloor
in the living room and bathroom was heavily deteriorated from long term water
exposure. In addition, mold growing on
the subfloor was found. Our adjuster also noticed deterioration to the flooring
planks showing long term water exposure. The insulation below was damaged due
to the water line that busted below the subfloor.

Our investigation determined the Homeowner policy covers
part of the loss. The policy will cover the insulation that was wet due to the
sudden pipe break below the subfloor. The estimate written to replace the insulation
was below the insured’s deductible so no payment was issued.

The Homeowner policy excludes coverage for the deteriorated
subfloor and flooring due to a previous long term water exposure. The policy
also excludes coverage for the mold and mildew build up on the subfloor and
flooring.

Based on our investigation and the policy language, the
policy did not cover part of the claim.
Specifically, the policy does not cover wear and tear, deterioration or
continuous or repeated seepage or leakage of water or steam over a period of 14
days or more. Based on the policy exclusion,
part of the claim was denied. I am sorry
my response was not more favorable.
Customer Answer
Date: 01/04/2024
Complaint: ********

I am rejecting this response because:This is not true at all and the house was never professional examined. I have the double water bill to prove it happen and it is not moldy or old

Sincerely,

***** ********
Business Response
Date: 01/04/2024
Shelter Insurance respects Ms. ********’s comments. However,
the policy excludes damage resulting from wear and tear, deterioration or
continuous or repeated seepage or leakage of water or steam over a period of 14
days or more. Shelter settles claim based on the policy insuring the property
at the time of the loss.

On December 13, 2023, our adjuster inspected the property. As stated, the inspection/investigation
revealed subfloor in the living room and bathroom was heavily deteriorated from
long term water exposure. In addition, mold growing on the subfloor was found.
Our adjuster also noticed deterioration to the flooring planks showing long
term water exposure. The insulation below was damaged due to the water line
that busted below the subfloor.

Our adjusters are trained and qualified to determine the
damage was due to deterioration, wear and tear and continuous leakage of water
for a period of time based on the amount of mold growth. The Homeowner policy insuring the property specifically
excludes damage resulting from these causes of loss. Our decision remains unchanged. I am sorry my response is not more favorable.
Customer Answer
Date: 01/05/2024
Complaint: ********

I am rejecting this response because:he never looked at the bathroom floor and the leak was stopped when it happened it was not over several days. I just don't appreciate all the payments we have made to be lied to and called liars. This did happen and it took them more than 2 weeks to show up. I now have no flooring holes in the wall and floor. THIS EMERGENCY is what insurance is for.

Sincerely,

***** ********
Initial Complaint
Date:12/23/2023
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.
SHELTER Ins through its agents **** **** and ***** ******* are using unfair practices to reduce the Settlement amount owed by Shelter for auto damages. Their observed practices include but are not limited to:
1-Attempts to lower vehicle estimate by filling for a lower trim/model of the same make
2-Retroactive cancellation of services
3-Pressure the client to accept settlements without full disclosure of potential financial loss
Business Response
Date: 12/27/2023
I read the complaint filed by **** *********. On August 21, 2023, our insured hit Mr. *********’s parked and
unoccupied vehicle. Shelter accepted
liability and authorized a rental on August 23, 2023. The vehicle was at a tow lot so Mr. *********
was advised to release the vehicle so we could pick it up. The claimant finally released the vehicle for
pickup on September 15, 2023.

Our adjuster inspected the vehicle on September 18,
2023. Mr. *********’s vehicle was
declared a total loss. Shelter completed
a total loss valuation and left a message for the claimant to call to discuss
the offer. On September 29, 2023, Mr.
********* emailed that he was unhappy with the offer and wanted to make sure
the options were all included. The valuation was updated with CCC Market One
increasing the offer from $14,176.32 to $14,390.32. The insured was advised if
this offer was not acceptable, he should consider going through his insurance
carrier.

On October 3, 2023, Mr. ********* called Supervisor *****
******* upset with the valuation of the vehicle. Mr. ******* explained he had
the option of handling as a total loss, owner retaining the vehicle or letting
his carrier handle the settlement. During this conversation, Mr. ******* confirmed the rental was
authorized to September 22, 2023 which is 5 days after the initial offer on
September 15th. This
information was also emailed to Mr. *********.

To confirm the settlement offer was reasonable, Mr. ******
requested additional valuations which increased the settlement. On October 4,
2023, Mr. ********* was given a final
offer of $17,255.78. The claimant
accepted the offer on October 6, 2023 and payment was issued that day. The total loss payment cleared our bank on
October 19, 2023.

In closing, Mr. *********’s claim was settled in a
reasonable amount of time. Claims confirmed the options were correct and reviewed several total loss valuation sources
to arrive at the vehicle’s value. Shelter does not use pressure tactics to settle claims. Nor, is it our responsibility to provide
financial advice to consumers. The claim
was settled based on the value at the time of the loss. The retroactive
cancellation of services mentioned, must be the rental. It is standard in the
insurance industry to discontinue the rental within 3 days of extending an
offer. Mr. ********* was allowed 5
days. No additional payments are owed.
Customer Answer
Date: 12/27/2023
Complaint: ********

I am rejecting this response because:

SHELTER through its agents agreed their initial offers to a settlement were miscalculated by SHELTER/ Shelter agents. The vehicle in question is Trim Level FOUR yet Shelter offer quoted prices for Trim level TWO (Inferior trim priced lower). They agreed to correct the error on October 04 2023, when settlement occurred. The rental vehicle was cancelled on Sept 25 2023, BEFORE the Settlement was made, leading to the incurred expenses. During this interval Shelter through its agents utilized "pressure" tactics including threats that will cancel vehicle rental BEFORE SETTLEMENT and leave my daughter stranded in Bloomington IN, where the accident occur.

Sincerely,

********* ****
Business Response
Date: 12/29/2023
I respect Mr. ****’s comments, however the
initial total loss offer was for the vehicle he owned. The Carfax shows
the vehicle was a Trim level 2, however we gave Mr. **** the benefit of the
doubt and paid for Trim Level 4. Mr. **** agreed to the settlement offer
and Shelter issued payment. Mr. **** cashed the check and it has cleared
our account. After a settlement is paid, we do not continue to allow the
consumer to come back for additional payments.

Shelter did not pressure him to settle a
loss. It was the claimant’s decision to settle with Shelter. He had
the option of letting his insurance company handle the claim and subrogate
us. The rental was stopped after we made the initial offer because this
offer was based on the vehicle Mr. **** owned. It is standard in the
insurance industry to stop the rental once the offer is made. The second
offer of $14,390.32 was the fair settlement. However, Supervisor ******
agreed to pay Mr. **** the additional amount of $17,255.78 for a higher trim
level. The VIN clearly states the trim level and this is what all
insurance companies use to identify the correct options etc. Therefore,
we will not pay for the additional days of rental.
Customer Answer
Date: 12/29/2023
Complaint: ********

I am rejecting this response because:

It was determined that SHELTER insured party was at fault for rendering my vehicle total loss and stranding the driver/insured. SHELTER accepted responsibility of the claim. Shelter has all information of the vehicle including and not limited to VIN and trim level. Erroneous offers issued by SHELTER do NOT represent settlement. Settlement was offered on October 04 2023. Rental vehicle was cancelled by SHELTER September 25 2023 BEFORE DATE OF SETTLEMENT. SHELTER is responsible for all expenses/loss/damages resulting from their unjustified rental vehicle cancellation BEFORE SETTLEMENT.

Sincerely,

********* ****
Initial Complaint
Date:12/16/2023
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.
We switched home insurance before the renewal date to a different insurance company. But our mortgage company sent a check to the old insurance company. Which they should have not gotten at all. We found out about it 2 weeks after the old insurance company got the check when we found out this information by our mortgage company. My wife called the old insurance company called shelter insurance last Friday December 8 th. They told us. They would mail us the check in full amount. I called today December 15. And the insurance representative checked and said the underwriting department still had not processed the check yet much less mailed it out. They said they would. But they said the Same thing a week ago and have done nothing. They have had this check for 3 weeks now. And I need help with them. They should not even got the check we owe them nothing. The name of the insurance is shelter insurance. In Bristol Tennessee. The policy number is. ****************. The amount is $5,748.85. Their phone number is ************. They don’t even claim that we owe them anything. Which we don’t owe them anything. But they won’t send us the check that was accidentally mailed to them by our mortgage company. They keep saying they will but haven’t
Business Response
Date: 12/19/2023
I read the complaint filed by ****** ******. Prior to
receiving the complaint, Shelter was in the process of refunding the premium. I
am pleased to inform, the $5,748.85 refund was mailed on December 19,
2023. The insured should receive the
check in the mail within 7-10 days.

On November 12, 2023, as part of the normal renewal process,
the renewal notice was sent to the mortgagee listed on the policy. The computer
system automatically billed the mortgagee for the December 17, 2023 to December
17, 2024 policy period. On December 1, 2023, the insured requested the policy
cancellation effective at the December 17, 2023 renewal. At the time of the
request, the premium had not been received, so the policy was cancelled. The
original cancellation letter was mailed showing no premium refund.

On December 1, 2023, the same day as the insured requested
the policy cancelled, Shelter received the premium from the mortgagee. To
ensure there is no returned payment, Shelter’s normal business procedure is to
hold the check for 10 days prior to issuing the refund.

In closing, Shelter has issued the refund to Mr.
******. The insured should contact our
Customer Service Department at (**** ******* *********) if he does not receive
the check. Thank you for the opportunity
to respond.

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