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:11/21/2023
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.
Filed an Insurnace claim for roof damage, The insurance adjusted came out and verified that there is in fact hail and wind damage to the roof and the roof requires replacement. But they stated the will not approve the claim, stating that the reports they have don't show hail that could have damaged my room in since I started my policy in December of 2021. I called the roof I used for my last repair to come and fix the wind damage. He said he had photos of the roof taken in April 2022 and there is no hail damage. He sent these photos to Shelter insurance. Shelter said they don't care if I have photos proof they are no covering the damage. I paid my premiums for the insurance, they need to cover the claim.
Business Response
Date: 11/22/2023
I read the complaint filed by ******* and *****************************. The insured reported a storm caused hail damage to the shingles and gutter system on October 16, 2023. The loss report indicated there was also wind damage to the roof and missing shingles. Our investigation and the CoreLogic Hail report indicate there was no reports of hail (damaging in size) in the area during this date of loss. The report indicates the date of damaging hail was prior to the November 28, 2021 Homeowner policy inception date.

Shamrock Roofing inspected the roof for the insured. Shamrock also had the CoreLogic report showing the hail damage was before the Shelter policy inception date. ****************** told the branch manager that Easton Roofing came out last year to repair the roof and had photos showing no hail, just wind. The branch manager advised he could see the photos they sent, but the photos are just of wind damage not hail.

Our investigation determined there was no damaging sized hail in the area since the Homeowner policy was written. In September 2021, there were traces of hail at .75 inches in diameter, but this sized hail would not cause damage. The CoreLogic report shows there was no hail greater than 1.5 inches since September of 2019. Based on this information, the estimate for $1,784.90 was written for the wind damage. The estimate was less than the $5,000.00 deductible, so no payment was issued.

In closing, the insured should contact her previous insurance company to report the hail damage since it occurred prior to Shelter writing the policy. Our decision remains unchanged.
Customer Answer
Date: 11/22/2023
Complaint: 20902405

I am rejecting this response because:
The damage that Shelter documented in October 2023 occurred sometime between April 2022 and October 2023. The photos clearly show this. The photos clearly show over 90% of the roof. The roofer was there to repair wind damage in April 2022, which is after the policy inception date. The photos are proof that there was no hail damage at that time. Hail can and does occur in spot location.
The program they are referring too has a percent of error and there is exceptions to area that damage occurs in. The damage to our roof occurred this past year, and we have provided more than enough proof to support the claim. Shelter Insurance has covered others claims outside of the data on their hail report, why they are discriminating and treating us differently is unknown and causing extreme stress.
The insurance company is not fulfilling their part of the contract. We paid the premium; they need to cover the loss.
Multiple photos that support no hail damage in April 2022 are below. This SHOWS the damage had to occur during the coverage period. And something the program they are using states is possible in their disclaimers.

Sincerely,

******* And *****************************
Business Response
Date: 11/28/2023
Shelter Insurance settles claims for losses that occur within the policy period. Our investigation determined the hail damage occurred prior to the policy inception date. Shelter will not respond to allegations regarding how we have handled other claims. The investigation and determination of coverage is applicable to the Heckerts damage not other consumers. The decision was based solely on the inspection and supporting documents showing no hail of damaging size occurred during the loss date. Our decision remains unchanged.
Customer Answer
Date: 11/29/2023
Complaint: 20902405

I am rejecting this response because:

Wr have provided written. Document PROOF that the damage occurred between April 2022 and October 2023. Them attempting to force me to file a claim with a prior company if requesting that I commit fraud. They are legally required to fulfill the contract and they are not.

Sincerely,

******* And *****************************
Initial Complaint
Date:11/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11-06-23 **** the adjuster came out because I had previously called him due to my basement having water issues due to my sump pit or sump pump. When **** came he told me that my coverage would pay for it. He said I would get a brand new sump pump or sump pit and shelter would pay for 2 hours of Labor. I received a message from **** saying that I was only eligible to receive $593.69. I asked him to explain. He said the sump pump would cost $283.84 and they would pay $***** for labor. I asked him who can I pay ***** to put a sump pump in . I told asked him what company. **** and his supervisor are refusing to honor whats in my policy
Business Response
Date: 11/16/2023
I read the complaint filed by *****************************. On November 8, 2023, the insured notified us that the sump pump that is connected to the washing machine stopped pumping and overflowed into the basement. ****************** noticed the damage on November 6,2023. Our inspection revealed the drain line runs behind the drywall in the basement and empties into the sub pump pit. It appears the sub-pump has stopped working and is no longer draining. The inspection of the drywall indicated the moisture level was within an acceptable range.

Our adjuster wrote an estimate to replace the sub-pump and three hours labor for a plumber to install. The total estimate for replacement was $635.25. The insured has a $1,000.00 policy deductible. The amount of the damage was less than the deductible, so no payment was issued. The insured was sent a below deductible letter. The insured should present our estimate to a plumber of her choice. If the amount of repairs is different, the plumber should contact our adjuster prior to completing the repairs to discuss the supplemental damage. Thank you for the opportunity to respond.
Initial Complaint
Date:11/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 30, 2023 at approximately 0630 I was involved in an accident with an individual whose vehicle was insured by this company. I've made numerous attempts to settle this claim to no avail. The adjuster that is assigned to my claim does not respond to email or voice-mail that have been sent. As of today, my claim has yet to be settled.
Business Response
Date: 11/15/2023
Ms. ****** likewise filed a complaint with the Department of Insurance, to which we provided more detailed information. As this is a public forum and we want to protect privacy, we will provide a high-level response.
BI claim: Shelter offered Ms. ****** an amount to resolve her BI claim on September 6, 2023, which included the medical lien for the one visit she had after the accident. She verbally agreed to a negotiated BI settlement amount, but has not returned the unaltered and signed Release, which is a condition of receiving payment for her BI claim.
PD claim (subrogation): We received a demand from her insurance carrier for the amount paid on her vehicle and reimbursed them directly.
Ms. ****** made demands for Loss of Use and Diminution in Value, which a Shelter adjuster issued a check for today with a letter detailing the amount.
Customer Answer
Date: 11/16/2023
Complaint: ********

I am rejecting this response because: the document which was sent for me to sign was not worded properly and they refused to change the wording to an agreeable language. After I refused to sign the document, the Insurance Adjuster ceased comminication. The check that was allegedly mailed out was not an agreed upon payment.

Sincerely,

******* ******
Business Response
Date: 11/16/2023
We recognize Ms. ****** would like us to accept an altered release; however, we require a signed and unaltered release to issue the BI payment. Respectfully, we feel the amounts we offered to resolve her claim are fair. It is her option to seek an outside opinion or request clarifying questions on the release wording or any portion of her claim, should she feel appropriate.
Customer Answer
Date: 11/16/2023
Complaint: ********

I am rejecting this response because: I would like point of contact information of the individual that's handling the diminished value claim.

Sincerely,

******* ******
Initial Complaint
Date:11/14/2023
Type:Billing 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 purchased a new car & had to have full coverage. So, I purchased an insurance premium on October 17th with Shelter insurance in the amount of $284. I provided my bank info to my assigned agent ***********************, under the impression she submitted the payment right then & there. Well she did not. 2 days later after I paid the remainder of my down payment for the vehicle I received an email saying the insurance payment premium was declined. I was immediately confused, and called shelter customer service. I told them my issue and I even made sure the money for the payment was in my account and told them to charge it again. The agent told me there was no need to make the payment it was already made my policy was in effect and everything on their end was showing the payment was made & ok. So I ended the call and went on about my business. I then received another email about a week later saying the same thing, my payment for the insurance premium was declined. I immediately called customer service again & again they told me the same thing. On our end it shows that the payment was processed on the 17th of October, my policy was in effect and that my next payment was due November 17th. I kept asking are you sure I can make the payment again right now and they kept telling me no. So again after being completely reassured I moved on. Now fast forward to November 7th. I was involved in a car accident. I called shelter insurance to start a claim. My policy according to the app was in effect. The agent that took my claim, took down all the details never mentioning that was policy was cancelled or at risk of being cancelled, NOTHING. So i proceed as normal. I had rental reimbursement so i was setup with a rental covered by my insurance. I then check my insurance app Friday morning and I see in big red letters my policy has been cancelled. I called customer service and they directed me to my agent who NEVER answered any calls or emails, only text message. Now accident not covered.
Customer Answer
Date: 11/14/2023
I spoke with ******* , who works at auto exchange 11/14, the lot I am financing my vehicle through. She first informed me that my car is a total loss. This was my first time hearing this and it did not come from my own insurance agent. I reinstated my auto insurance 11/13 with *********************** through text messages that have been submitted and was never once told that I would be reinstating full coverage on a total loss vehicle, I had no idea. ******* also informed me that she asked ****** if she had any intention of telling me about the total before submitting s $330 payment and she replied no, stating she did not want to give me the bad news. I was also told that after purchasing my car the verification department called shelter to verify my insurance was active with the right requirements and they replied that everything was active and good to go. They were never told a payment wasn't received or noticed my policy was in underwriting and neither did I. ******, was negligent on how she handled the entire situation and I have yet to speak with her on the phone physically. ****** also informed ******* that if she would have called on the 7th the day of my accident to verify insurance she would have told her that it was active. I would like for all my calls to customer service be pulled & listened to from Oct 17th & around Oct 20th. Also ******* said she will submit anything she needs to as well.
Business Response
Date: 11/16/2023
I am pleased to report that we have made a Company decision to reinstate the policy following our review of ************************ concerns. Our *********************** has contacted ******************** and will work directly with her on the steps to reinstate, including collection of premium.
Customer Answer
Date: 11/17/2023
Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:11/03/2023
Type:Service or Repair 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.
Regarding a vandalism claim on October 13, 2023 by a mechanic that I had taken it to for the rear brakes to be adjusted On October 14, I contacted the police to make a report. On October 16, I contacted my Shelter agent, ******************************* to ask about a claim. Afterward, I was contacted by ***********************, an adjuster for Shelter. After hearing my explanation of what happened to my car, **************** laughed, and stated that it was a 'civil matter', and said I did not have a claim. I called ******************************* back to ask, if I had a handyman working on my house, and he intentionally set fire to it, would it be covered? She said yes, and said she would speak to ******, **************** supervisor about my claim. The following day, I got a call from ******, who stated that ****** was definitely wrong, and yes I have a valid vandalism claim, and they would take care of me. I asked if I could be assigned another adjuster, as *********************** seemed to have a very negative attitude toward me. ****** stated that "adjusters don't like to clean up other adjusters messes", and asked me to give **************** another chance. ****** called a day or two later, early one morning, before I turned my phone on, and left a message stating that my claim had been turned over to an investigator, and that I had BETTER answer when he called. *********************** also sent an interrogatory form for me to sign, requesting my full background history, including any criminal arrests, banking and credit report information, alias's, and more! I feel as if *********************** is attempting to build a case against me for insurance fraud. I called ****** after that, explaining my concerns. She said she would call ****** again, and call me back. No one from Shelter has contacted me since. The police cannot finish their report, until Shelter examines the vehicle. The repair shop cannot proceed until Shelter finishes their investigation. I feel I am being treated as a 'suspect', not the victim of a crime. Policy # 03-1-6279900-17
Business Response
Date: 11/08/2023
**************** reported his vehicle was vandalized while in the care of a body shop where he had taken it for service. In line with our standard procedures and policy contract, we engaged our Special Investigation Unit (SIU) to conduct a comprehensive investigation. We are likewise interested in a timely resolution of ******************** claim and encourage his cooperation to expedite the process.
Customer Answer
Date: 11/09/2023
Complaint: 20822214

I am rejecting this response because:

As I also wish a timely closure to this case, I feel that I am being targeted by the adjuster, Mr. ************************ thus the **** When I spoke to ************************** ******** supervisor, he assured me that my claim would be handled properly. After I asked to have ****** removed from the case, ****** stated that claims adjusters did not like to clean up other adjusters messes. *************** upon having his decision to deny my claim, is now looking to support his decision through an independent investigation. *************** went to the shop where the car is currently, without contacting me to meet him there. He arrived a half an hour before the repair shop owner returned. ****** only externally examined the car. The vandalism occurred to internal components, primarily the engine. ****** did not contact me to meet him there. The car was originally taken to a mechanic, not a body shop as stated by Shelter. I want *********************** removed from my claim.

Sincerely,

*************************
Business Response
Date: 11/09/2023
**************** filed complaints with the BBB and ***. As the BBB is posted publicly and we want to protect ******************** privacy, we included more in-depth information in the *** response submitted today.
**************** had an Auto Policy in force when his agent reported a vandalism claim to his **** **** Mustang. The adjuster initially opined the claim would constitute a legal tort against the vandal. It is customary practice to involve SIU in claims that involve theft,vandalism, or similar fact sets that *** require additional investigation. SIU investigators do not have phone numbers from our company so we often advise customers they *** want to answer unfamiliar numbers. Our adjuster is not affiliated with and has no influence on ***** investigative findings. Further, he is not a mechanic so the shop will need to provide an estimate. It's our business practice not to change adjusters who are most familiar with a claim. **************** is also welcome to again contact Supervisor.
Customer Answer
Date: 11/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is subsequently what I expected from Shelter. It is obvious to me, Shelter has no intentions of honoring my claim. I'm fighting a losing battle. Big corporation wins again..

Sincerely,

*************************
Initial Complaint
Date:10/22/2023
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 October 16, 2023, I was in a car accident that involved a shelter insurance policy holder, the police report marks that the shelter policy holder made a improper right hand turn, the driver made a right hand turn from the left lane. My jeep is not drivable and needs to be repaired, they have yet to paying the towing bill, storage or fix it.
Business Response
Date: 10/24/2023
I read the complaint filed by ***** *********. The collision
occurred on Highway 5 in Mountain View, Arkansas. Our insured was southbound on
Highway 5 and Ms. ********* was directly behind him. At this intersection, Highway
5 is a one lane road in each direction with a center turn lane. Our insured was pulling a trailer and driving
slowly to make a right turn onto Wallis Road. At the intersection, there are mailboxes lined
up at the curb, so our insured had to pull slightly to the middle of the road (left)
to complete the right turn onto Wallis Road.
As he started the turn, Ms. ********* continued straight hitting our
insured in the right side door. Our
investigation determined our insured was not liable for the collision. He was driving
slowing and hauling a trailer which required moving slightly to the left to
complete the turn. Ms. ********* attempted to pass on the right, not allowing our
insured to complete the right turn. Shelter has denied the claim. Our decision remains unchanged. Thank you for the opportunity to respond.
Customer Answer
Date: 10/24/2023
Complaint: ********

I am rejecting this response because: the driver of the truck is being untruthful, he did not swing wide, he completely left the right lane, he turn right from the middle left turn lane and he hit me. The police officer noted that the truck driver made a improper right hand turn. As you can see from the picture of where the accident happened, that if the driver only swung wide his back end would of still been in the lane and there is a curb with NO shoulder I would of no way been able get past the driver, if he had only swung it wide. The driver knew he made a mistake and they tried covering up that he left the right lane and went into the middle lane and tried to turn from there, which he knows is illegal. The driver immediately starting telling the police officer that story, and the police knew that that's now it happend, and told us that the driver knows he can't make a right turn from that middle lane.
The truck pulling the trailer turned into me, I did not hit the truck.this insurance company obviously had no clue just like the driver how to pull a trailer and they don't know how to invest a accident.
This company has many complaints about not paying claims, the driver just like this insurance wants to make every excuse to getting out of paying claims, the police officer knew the driver was being untruthful and noted on the police report that truck driver made the improper right hand turn from the middle turn lane, which the driver can not do. The driver didn't want to admit that he did not turn properly. The driver absolutely DID not swing wide, he completely left the right lane and turned from the middle left lane, make that type of turn which is illegal!
shelter insurance is absolutely liability for this claim! Shameful how they find ways to get out of claims they are liable!
shameful that they disregard the police report and police a made up story from their policy holder.
The police report tells what really happened.

Sincerely,

***** *********
Business Response
Date: 10/26/2023
In response to the rebuttal, the statements from Ms. *********, our
insured and his passenger were taken. In
addition, we received photos from the scene and the police report. As stated, our investigation determined our
insured is not liable for the collision, so the claim was denied. Ms. ********* should consider letting her
insurance company handle the claim then subrogate Shelter. Our denial remains unchanged
Customer Answer
Date: 10/26/2023
We have a video of a reenactment and it was sent to our insurance and to the BBB, shelter insurance stated that their insured stayed in his lane and that I tried to pass on the right, the VIDEO shows that their scenario is impossible. The video also shows that a truck pulling a trailer and turning making a right hand turn at this place where the accident occurred can absolutely be mad without swinging wide, and if the truck and trailer was in his lane, I could not of passed whatsoever, shelter insurance just don't want to except the police report or evidence that shows that THEIR driver was at fault. They are liable for this accident!
Initial Complaint
Date:10/19/2023
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.
They told me I had to have the title to the car in my name transferred to me. My mother had the title in my first name. I paid the insurance on the car and they didn't tell me anything - $278.87. They sent me a check so I couldn't keep the insurance there because I live in Woodward, OK and they said I would have to get the title in my name. I called the insurance company in Hermann, MO about this. At first, they didn't want to reimburse me, they wanted to reimburse my mother but she is deceased. When I got the check on Tuesday, Oct. 17 for $178.20, I thought this is not what I paid and called them up to ask why they deducted $100 off the check. They said I got penalized for paying it early.

I would like to get the $100.00 reimbursed to me.
Business Response
Date: 10/20/2023
I read the complaint filed by ********* ******. I extend my deepest sympathies to Ms. ****** for
the loss of her mother. The Auto policy
renewed effective October 7, 2023. Ms.
****** submitted the renewal premium on September 22, 2023. A few days after
the policy renewed underwriting was notified that the Named Insured ******* ****
had passed. Based on the underwriting guidelines,
upon the death of the Named Insured the policy is cancelled 90 days from the
date of death or at the end of the policy term in which the last named insured
passed away.

On October 11, 2023, a cancellation letter was sent
terminating the policy on December 12, 2023.
The 60 day policy cancellation
generated a $178.20 refund. Upon receipt
of the complaint, we reviewed the Auto policy and determined the cancellation
was not in compliance with the underwriting guidelines. Ms. **** had passed prior to the October 7,
2023 renewal, so the policy should have been cancelled at the end of the policy
term.

To correct this
error, Shelter Insurance is cancelling the policy effective October 7, 2023 which
is the end of the policy term in which the named insured passed. A refund check for the remaining premium
$100.67 will be issued payable to Ms. **** who was the named insured on the
policy.
Initial Complaint
Date:10/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried using my local, in-town Shelter Insurance agent for auto/home quotes. After finding out the agent took pictures of my home and my back yard without my permission or prior notice, I decided to try and quote through another Shelter agent. The second Shelter Agent had my house way undervalued on coverage, and when I brought this to the attention of the Shelter Insurance CEO, that Shelter Insurance Agent refused to do business with me.
Business Response
Date: 10/18/2023
I read the complaint ****** ******** filed. He has also sent
emails to the President and CEO. Mr.
******** has requested quotes from multiple agents in the area. Two agents
specifically have provided quotes and responded to numerous emails. To quote business, the agents have to take
photos of the property. Our agent
knocked on the door and was allowed in the back yard by Mr. ********’s wife. Since
they were in contact with Mr. ********, it is assumed he knew an inspection of
the property was necessary. I apologize
on behalf of the agent and Shelter Insurance if he was not aware of this
procedure.

Our agents are independent contractors and have the option
whether they write business in their agencies or not. We wish him the best in finding another agent
and company. Thank you for the
opportunity to respond.
Customer Answer
Date: 10/18/2023
Complaint: ********

I am rejecting this response because:

Shelter Insurance could have found me an alternative agent, but instead they wish me good luck. That's a terrible business approach, but good luck to Shelter. I do not recommend!

Sincerely,

****** *********
Business Response
Date: 10/20/2023
Our agents are independent contractors and
select the business they write. We wish Mr. ********* the best in finding
another agent and company. Thank you for the opportunity to respond.
Initial Complaint
Date:10/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe my insurance company is violating ** ********** as well as ** ********

When I purchased this insurance policy I was not provided Insurance agreement, the conditions, or the exclusions

Additionally, I was told the reason I was paying a premium on my house for 652,000 despite my house purchase price being 290,000 was that if anything happened to my house it would be repair and replaced to like new condition - this was on phone,

The email time stamps are as follows - 10/11/2021 - 11:53am, 10/21/21 10:25am, 11/3/2021 at 1:22pm - these are the only emails I received and only the declarations page was provided.

Now I have made a claim - they are not repairing or replacing damage - in fact, they have made the damage worse by cutting a 1 sq ft hole into my house and now refuse to pay for the repairs to the siding that they have now made worse.

my last conversation with ****** ***** and *** **** (adjusters from Shelter Insurance) - now have told me they want to send an engineer to disprove the hail and branch damage to my house - leaving me in worse condition then what I started.

And to add insult to injury - they have sent me my new premium and they have raised my home value premium to over 700,000 - charging me more money.

This has been ongoing for a few months so they are very aware we are in dispute right now and I believe they are trying to extort me in addition to committing fraud and also get out of honoring their own contract which says they will pay for labor and materials to both install and remove materials damaged or undamaged as necessary to restore the house to like pre-accident condition in both form and function
Business Response
Date: 10/11/2023
I read the complaint filed by *********** ******. The
Dwelling coverage increased from $636,500 to $700,200 at the October 29, 2022 renewal
due to the Inflation Protection Provision that is part of the policy. The
renewal notice explained the basic coverage limits for the property would
increase 10% with the renewal payment. This was an automatic increase in coverage
based on the policy provision.

On June 29, 2023, Mr. ******’s home was damaged by a hail
and windstorm. Shelter hired an independent adjuster to inspect the property.
The report indicated there was storm damage to the rear elevation of the home. Based on the photos and report, there was no
other damage to the roof on the other 3
sides of the home. An estimate was written to repair the storm damage. During
the conversation with our adjuster, the insured advised the house has damage on
all elevations. He explained his contractor’s
estimate included all this damage.

As Mr. ****** stated, a piece of his siding was removed to
send to ITEL so we could determine if there is an available match and if it is
still manufactured. Shelter will pay to replace the siding that our adjuster removed.
The ITEL report stated the siding on the home is discontinued, however a
similar siding is still made. The estimate was adjusted for the new siding.

To confirm if there is damage on the other three elevations
(front, left and right), Shelter has hired an engineer to inspect the property.
It is a normal business practice for Shelter and in the insurance industry to
hire an engineer if there is a dispute if the damage is storm related. Once the engineer report is completed,
Shelter will review and settle the claim accordingly.
Customer Answer
Date: 10/13/2023
Complaint: ********

I am rejecting this response because:

My home value did not increase due to inflation. Raising my rates during a dispute is pure retaliation not inflation.
i Provided photographic evidence of the damage on all sides and sent them to ****** *****
i was told by *** his manager that the report said the damage was ground level - this must be because you adjuster did not get on a ladder or inspect the 2nd level because the majority of the damage is on the second level.
Additionally The steel siding is vertical running and is one piece - it is how it is ********. It can not be spliced - so it does not matter if the side is damaged on top or bottom - in order to replace it - the entire piece must be replaced.

furhermore - your adjuster lied about abc******** having a location in Evansville- in fact; I called them and that company does not service this area - therefore your cost estimation on the cost of steel is inaccurate and impossible to know if the steel you cut from my house can be matched
- which is more then just the form in which you are contractually obligated to fulfill- it is also function as the steel siding must connect in the tracks/slots perfectly or matched in order for it to hold together and not leak or blow away

Lastly - your adjuster used coercion to cut out my siding - he told me the only way for them to proceed was for me to cooperate as I am contracted obligated to - that clause in the contract has no limits - to what end is cooperation becoming extortion and coercion as you have not definition, limits, or boundaries placed on this cooperation.
as a result of this his actions on behalf of your agency i expect all damaged siding to be fully replaced by an exact match and if none can be found - full replacement of steel siding

Sincerely,

*********** ******
Business Response
Date: 10/23/2023
In an effort to discuss Mr. ******’s concerns, the Sales District
Leader left a message for the insured to discuss the reason for the increase in
the Dwelling coverage. An email was also sent asking Mr. ****** to call. The insured
said he would communicate through BBB. As
stated, the increase in the Dwelling coverage was the result of the Inflation
Protection Provision that is part of the policy. To better assist Mr. ******, he should
contact the agent and/or Sales District Leader.

Regarding the claim,
on October 19, 2023, Mr. ****** called the Branch Claims Manager. During the
conversation, it was explained Shelter needs to wait for the engineer to
complete the inspection to determine what caused the damage. Mr. ****** advised
he wants to be there during the inspection. This is a good idea so Mr. ******
can show the engineer the damage. The insured explained *** ******** does not
service his area, so the metal price may not be correct. Shelter is willing to
review the pricing of the siding. The claim is pending completion of the
engineer inspection. Once the inspection
is completed and report received, Shelter will review the claim and handle
accordingly. The claims department is
willing to answer any of the insured’s questions
Initial Complaint
Date:10/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/21/21 I was driving and a shelter insured driver made a left turn at a flashing yellow right in front of me. My 2015 Equinox was smashed to pieces. Totaled out. I got 10.000 pay out on my car. I owed 13.500. My hand was shattered. I've had done 6 months of physical therapy. Paid out of my pocket 2 times a week 4 hours each week. I've had injections in my kneecap. My rib cage was broken. 2 years later Shelter still only offering 20.000. My bills are in the 50.000 range. Buy enough coverage. Go to a real insurance company that pays. I'm now going to sue the insurance company and the insured driver. Going after his home his paycheck.
Business Response
Date: 10/04/2023
We
have accepted liability for this accident. *** ****** went through her own
carrier, ***********, for her vehicle damages and Shelter has reimbursed their
subrogation demand. *** ****** is attorney-represented for her injury claim.
Our BI settlement offer was based on the medical information provided by the
attorney. Note we requested additional information to consider and have not
received.

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