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.

close

Find a Location

Shelter Insurance Corp Office has 311 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shelter Insurance Corp Office

  1817 W Broadway Columbia, MO 65218-1000

• 

  Shelter Insurance - Wesley Veasman

  694 SE 3rd St Lees Summit, MO 64063-2813

• 

  Shelter Insurance Corp Office

  1389 N Main St Beaver Dam, KY 42320

• 

  Shelter Insurance, Co.

  579 South Riverside Drive Clarksville, TN 37040

• 

  Shelter Insurance Corp Office

  7664 N Oak Trfy Gladstone, MO 64118

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:09/25/2023

  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 04/07/2023, I made an online payment to Shelter in the amount of $118.64, and on 04/17/2023, I discovered an automatitic withdraw of $116.34 that Shelter deducted from my checking account.
  I called Shelter, ************** on 04/17/2023 and spoke to Ashley who gave me her email [email protected] to straighten out my overpayment of $118.64 to be reimbursed to me, because I was unaware that this was an automatic withdraw from my account. My husband passed away and I was overwhelmed, trying to take responsibility of my bills.
  Since then, I have called and talked to ****** ******* ******* ***** *****, and countless others to attempt to get my refund of overpayment that I made. I finally recieved 2 checks on 06/22/2023, for the amounts of $41.56 and $10.63 totalling $52.19, from the $118.64 I had paid.
  Since then, I contacted ***** ******, who was my agent, but had long quit this company, and explained the run-around I continued to get from Shelter toll free number.
  She contacted ******* ********* *************, her previous boss to get me a local agent.
  ******* ******** put *** ******** ************* to oversee my iinsurance, and i was hoping to get the final amount of money due to me, and to continue a better relationship with this company.
  I've finally dropped this company over the poor treatment, unresolved payment of $66.45 that they actually said was $52.19, which is $14.26 less than my money I've yet to recieve, and the unanswered reasons except to tell me they'd contact the underwriters to find out what was going on?
  I recieved the checks for all I had insured, because I had paid on time, and when I cancelled, they needed to reimburse me for the remaining money since I cancelled my insurance on 09/05/2023 with Shelter **************, because i got a voicemail from *** ******** when I wanted to drop this company (for lack of poor customer communication, withholding funds due to me, and the run-around I continued to recieve, yet not resolved)

  Business Response

  Date: 10/03/2023

  I read the complaint filed by ******* *********. I extend my
  condolences for the loss of her husband. Shelter had an Auto policy on the 2017
  Chevy 1500 LT that was not meeting the state’s financial responsibility laws. A  policy change was submitted adding liability
  coverage as required by the state and changing the policy number.  Effective April 10, 2023, the Auto policy was
  changed adding liability.  When the
  change was completed, there was a $1.07 credit. 
  
  The Auto policy was added to the insured’s  MPP that already had three other policies on
  the account.  The draft date is on or
  after the 15th of the month. 
  On April 15, 2023,  the  electronic withdrawal of $116.34 was requested
  to pay the premium on the 2011 Chevy Impala, 200 Winn Brave and Homeowner
  policies. There was no payment scheduled for the 2017 Chevy 1500 LT. The policy
  was on the April 2023 notice with $0.00 withdrawal scheduled.  The insured should have received a Notice of
  Electronic Transfer letter. 
  
  Effective May 24, 2023, the 2017 Chevy 1500 was added to the
  Monthly Payment Plan. The full term premium for the June 15, 2023 to December
  15, 2023 policy term was $66.45.  The
  insured had paid $118.64 on May 19, 2023. 
  There was an overpayment of the 6 month premium, so $52.19 was refunded
  on May 24, 2023. Enclosed is a copy of the check that cleared our account.
  
  In closing, *** ********* cancelled this policy effective
  September 4, 2023 which resulted in a $31.10 refund. The insured should have
  received the refund check.  If not, she
  should advise the agent so we can stop pay and reissued the refund.  

• Initial Complaint

  Date:09/20/2023

  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.

  This insurance company is negligent they always take over 30 days to settle your claim and they only provide a 30 day car rental agreement. Which leaves you without transportation or they don’t answer the phone or call you back. They are rude confrontational and most of all racist. My ********* adjuster called me girl and started talking about what he was wearing. I am so uncomfortable with ********** stereotyping ******* ********* it’s like they feel they don’t have to be professional with you. I know they don’t talk to white people that way. My adjuster **** ******* was always giving me the run around and just not very attentive and sometimes in my opinion incompetent. He always pretended to be busy and did not keep up with my claim information. I tried reaching his supervisor that is also unresponsive. I informed this adjuster that my car was not drivable he said okay provided him with 2 estimates only for the truck to still be towed to a shop and have the same results which added more delay to my repairs.

  Business Response

  Date: 09/21/2023

  I read the complaint filed by
  ******** ****.  The insured expressed dissatisfaction
  regarding the claim handling, stereotyping and racial discrimination. I apologize
  on behalf of Shelter Insurance for any comments and/or unprofessionalism Ms.
  **** experienced.  Our management team
  will discuss this with the adjuster. 
  
  On September 21, 2023, the adjuster’s
  supervisor called Ms. **** to discuss the claim handling and supplemental
  damage. Our supervisor approved payment for the supplemental damage and
  additional rental days were authorized. If  Ms. **** has additional questions, she should
  contact the adjuster and/or supervisor. 
  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/18/2023

  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 made a roof claim in June 2023 due to storm damage. In augusr of 2023 we had a huge pipe issue and I called agent ***** ****** in Tullahoma TN to report yet another claim. It was and still is ridiculous that nobody cares about our leaking roof and when I complained about it they said I never made a claim. Well I sure did and it’s in my paperwork. Now I have video of the roof leaking and about to fall in and nobody wanted to do anything until my daughter got very upset with ***** ****** and another man that sent the letters. My daughter is hiring a private adjuster and a home inspector and having lots of estimates done for us.
  Is this the way ****** does business with elderly handicapped people? Perhaps you just are a bad company? I don’t know but someone needs to get out here before rhe end of the month because she won’t stop till we are fully whole.

  Business Response

  Date: 09/19/2023

  I read the complaint filed by ****** ****. On September 19,
  2023, our adjuster called Ms. **** and confirmed she would like a wind claim
  opened. Ms. **** said the wind damage occurred on June 7, 2023.  As requested, Shelter will open a claim and
  set up an inspection. Ms. **** should contact our adjuster if she has
  questions.  Thank you for the opportunity
  to respond.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, July 18th, 2023, I was sideswiped by a vehicle insured through Shelter. The police report clearly stated that the other driver crossed over into my lane. On July 31st, I received a card in the mail from ******* asking me to call their adjuster regarding the accident and I left detailed information on how to contact me. On August 1st, I noticed a missed call from the adjuster and returned the call but it went to voicemail again. On August 3rd at 3:17 PM, I finally spoke with a ******* adjuster who stated that his company, had accepted liability for the accident. We discussed the location of the vehicle. The adjuster then stated that he does not handle repairs but that he would have someone call me back. On 8-11-23, frustrated with never having heard from ******* about the repair of my vehicle, I filled out Shelter's contact form *********************************************************** with a detailed complaint. It has been 41 days since the accident, and I have not had a ******* adjuster physically look at the damage to my vehicle.

  Business Response

  Date: 08/29/2023

  We
  apologize for any misunderstanding, as we are still investigating and have not
  accepted liability. Mr. ****** would not provide a statement. Our insured
  disputes the police report and there were no independent witnesses to
  authenticate the narrative. The police report indicates Mr. ****** was exiting
  a parking lot onto ***** ********* ******* already occupied by our insured.
  
  It
  is standard in the insurance industry not to personally inspect every vehicle,
  especially those that are drivable. Instead, a body shop of Mr. ******’s choice
  would write an estimate and take photos. We ask that Mr. ****** forward any
  documentation he would like considered in our liability investigation,
  including photos of his vehicle.   

  Customer Answer

  Date: 09/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because Shelter’s reply has two material misstatements: (1.) The wording of the attached police report as well as their assumption of liability.  (1) The police report narrative clearly reads, “Vehicle One (******* insured) was traveling South on ***** ********* *******. Vehicle Two (My vehicle) was at the exit of the Kroger parking lot attempting to turn North bound on ***** ********* *******. Vehicle One (******* insured) did fail to keep in the proper lane while Vehicle Two (My vehicle) was exiting the parking lot. Vehicle One struck Vehicle Two causing damage to both vehicles. Vehicle One was towed due to damage by Martin Motors.”

  (2.) On the morning of August 3rd, 2023 ***** **** (******* representative) verified to ***** ***** (*********** representative) that ******* had assumed liability. I spoke with ***** **** myself later that same day (3:17 PM) and he reiterated that his company (Shelter) had accepted liability for the accident. 
  

  Pl**** see attached photo of vehicle damage and Police Report.
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/13/2023

  We
  reviewed Mr. ******’s latest communication to the BBB. Our initial response was
  a summary of the police report, which confirms our insured’s vehicle was on the
  roadway that Mr. ****** was attempting to enter from a parking lot. Our insured
  disputes the police report that she did not stay in the proper lane.
  
  Adjuster
  ***** ***** is not a liability adjuster, and our investigation is underway. We
  have neither accepted nor denied liability. 

  Customer Answer

  Date: 09/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: a ******* representative confirmed that the company accepted liability with my insurance carrier on September 15, 2023. The same representative then confirmed the same with me only moments later.

  
  Pl**** see the attached conversation with ***** ***** (My insurance company) who will testify that ***** **** (******* Representative assigned to the case) confirmed that ******* had in fact accepted liability for this accident on September 15, 2023, at 9:36:41 AM. The ******* representative told me the same over the phone only moments later. Pl**** escalate this complaint or a lawsuit will be my only option.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/23/2023

  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.

  Representative from R********** * (previous bbb complaint) has said that they cannot finish basement remediation of mold as long as the up stairs work in the kitchen area has not been completed.
  
  But Shelter Insurance Inc. has now denied the claim for upstairs because the damage was caused by dry rot and a leaky dish washer. Which they say they will not cover after 14 days.
  What is the point of home owners insurance if it does not cover damage to the home.
  
  It seems like they have been trying to find every excuse not to cover this incident.
  
  The leak appears to have come from a dish washer. It was a slow leak and never presented itself outside the dishwasher. All of the damage was hidden. How could we have reported it when it just made itself obvious after the work was done in the basement.

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

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

  COLORADO SPRINGS CO ***** ************

  Business Response

  Date: 08/23/2023

  This complaint has been reported against the incorrect Shelter Insurance Agent/Agency.  Please see the attached policy coverage declaration with actual assigned agent displayed.  The correct agent assigned is ******** ****, **** ************ *** *** *, Colorado Springs, CO *****.  Phone is ***** ********.  Email is *****@shelterinsurance.com.

  Also, this complaint should not have been lodged against the assigned agent as it appears to be a disagreement with the appointed claims adjuster.  If this matter requires further inquiry, questions should be forwarded to the Shelter Insurance Claims Branch Manager ***** ******, ** ********** ****, Highlands Ranch, CO *****.  Phone is ***** ********.  Email is k******@shelterinsurance.com.

  I have included an added attachment pertaining to our company's standard homeowner's policy.  Please refer to the Exclusions heading on page #9, item #10 which states in part that any damage resulting from "continuous or repeated seepage or leaking of water or steam over a period of 14 days or more" would result in a denial of coverage.

  Although this particular customer may not necessarily be in agreement with the claims adjuster nor his conclusion of denial of coverage, this exclusion information is clearly explained in the homeowner's policy received by the customer at the initial onset of policy coverage.  Such an exclusion is not unique to only Shelter Insurance as it is a common damage exclusion among other industry insurance carriers as well.

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  It is the company stated policy, that coverage will not be available on a dishwasher leak after 14 days (from original instillation?).   The absurdity of this is that we would be covered after pulling out the washer every 13 days to check for leaks (and having a representative of the company or a public notary to verify there are no leaks??).

  It is common knowledge that any insurance policy is filled with many exemptions. It is very difficult for any one to examine each policy for exclusions. Particularly for senior citizens unless you have a lawyer to examine the policy.

  It is unreasonable, as stated in the first paragraph, for senior citizens to be hiring a professional to pull out the dish washer every two weeks particularly when there has been no sign of leakage up till now. Using this absurd reasoning would apparently cause us to pull every water based connection every two weeks (the washing machine, the shower, the toilet, etc). 

  What is home owners insurance for if not to cover unexpected and unseen emergencies? How do I know without taking a magnifying glass and examing the policy for days if I am covered from any other catastrophe?

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

  Business Response

  Date: 09/13/2023

  We
  recognize that not every loss is foreseeable and the frustration of
  experiencing damage from a source that was not readily visible. Routine home
  maintenance, including regular appliance inspections, is recommended as an
  effective risk management strategy. Homeowners Insurance policies commonly do
  not cover water damage that occurs over an extended time, in this instance
  apparent by wood rot of the subfloor. We appreciate the ********* choosing
  Shelter to insure their home since 2012. While not every type of loss is
  covered by insurance, many are, as demonstrated by Shelter’s Homeowners claim
  payments to the ********* of $39,244 since September 2020, including a
  wind/rain/hail damage claim and an April 2023 water damage loss from a hole
  worn through a supply line.
  

• Initial Complaint

  Date:08/16/2023

  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.

  On June 5.2023 my family suffered a fire in our kitchen. Though the fire was small there was a lot of smoke damage as smoke was circulated through the air conditioner ducts. Per the Adjustor (my complaint is not about the adjuster) someone would come and clean my items and get the smoke out. Period. Said company showed up took out items and they were gone over 8 weeks. Upon partial return I expressed to the adjuster that the smell was extremely strong. But the company insisted it would fade. While some smell may have faded my son with asthma began to suffer very bad attacks. We are currently in housing provided through ***. We have received about half of the things. However this continued we were advised by his pediatrician to remove all items and run an air purifier and see if it improved. We did that and it was worlds difference for him. The pediatrician wrote a letter stating that these items should be replaced, this policy is only *** which I swear I didn’t request, but i have moved on from that but now they don’t want to cover our items. They are sending out the Adjustor to sniff test to see if he thinks they smell. I really don’t know how they can deny a doctors clinical instruction about whatever toxins are causing my child to react by having a lay person come
  Sniff my clothes. Really I feel bad for the guy required by his company to come sniff someone clothing. What I am asking for is Pennie’s on its worth. These things can’t be in our home. It’s a health issue. How can you tell me what is causing my child’s asthma to react. Everyone’s body is different. Again my complaint is not the Adjustor but the supervisors who have declined giving me the *** on my items even with this I’m probably 170,000 under my policy limit. I want what’s best for my family I want to be able to begin to replace our items. Telling someone what makes a child’s asthma by sniffing or checking clothing by whatever means is absurd and dangerous. Shelter needs to pay my claim.

  Business Response

  Date: 08/18/2023

  I read the complaint filed by ****** *********.  The insured’s home sustained smoke damage
  resulting from the fire. Shelter wrote an estimate for the dwelling and approved
  mitigation to clean the soft goods and clothing.  As *** ********* stated, her son is extremely
  sensitive to smoke due to asthma, so they submitted a letter from their
  doctor.  Our adjuster and supervisor are
  requesting the mitigation company to inspect the damage to determine if they
  can eliminate the smoke residue from the clothing.  It is my understanding the detergents used
  are hypo allergenic.  To date, the final
  decision is pending the report from the mitigation company.  Once this is received, claims will review to
  determine the best course of action.  *** ********* should contact our adjuster if she has additional questions regarding
  the claim.  Thank you for the opportunity
  to respond. 

• Initial Complaint

  Date:08/15/2023

  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.

  Was rear ended in an accident by one of their clients and submitted 3 estimates. But they paid an amount from an unauthorized estimate. As it was the wrong estimate the check was never cashed. After multiple attempts to contact adjuster, ******** *******; a subsequent check was issued to make up the difference from original check. But after several text and emails between my wife and *** ******** he agreed to have original check amount re-issued. The first text was 7/14/2023 and then in his last email he instructed my wife to call his office and they would take care of it. She called and was referred to a man named ***** but has not been able to speak with him but has left voice messages. The amount of the check in question is $4,343.70. I just want is owed so I can get my pick up repaired. Thank you

  Business Response

  Date: 08/16/2023

  I read the complaint filed by ******* *******  On August 15, 2023, the Claim Supervisor spoke
  to *** ****** and reissued the check. Our supervisor confirmed *** ******’s new
  address and mailed the check as requested. 
  If *** ****** does not receive the check within 7-10 business days, he
  should contact the supervisor.  I
  apologize for whatever inconveniences *** ****** experienced.  

• Initial Complaint

  Date:07/28/2023

  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.

  2 years ago I cancelled a life insurance policy because I received on through work and aflac had better pricing. I signed the paperwork with **** *** ****** whom from what shelter insurance says they never received. But **** on a recorded line admitted to Rose Ann never sending it to them so they have been collecting premiums from me for 2 years. My husband updated his life insurance policy through them so I really never noticed it on my bank statement till I received a letter today 7-28 from them.

  Business Response

  Date: 08/03/2023

  I read the complaint filed by **** *****.  To
  determine what occurred, on August 2, 2023, our Sales District Leader contacted
  Mr. ***** to see if he had paperwork on the policy cancellation.  Mr. ***** advised he spoke to **** *** ****** about 18 months ago.  During the
  conversation, Mr. ***** stated he could not recall the entire conversation but
  they discussed converting the policy also.  Our records indicate, Ms. ****** terminated
  from Shelter Insurance Companies effective July 31, 2021. Shelter Life
  Insurance cannot backdate a cancellation two years without documentation
  proving there was a signed request. 
  
  Since Mr. ***** wants the policy cancelled, we stopped the
  automatic bank draft from his account. The policy is paid to July 21,
  2023.  If Mr. ***** does not take any
  further action, the policy will eventually lapse after September 19, 2023 as of
  July 21, 2023. 
  
  Mr. ***** should contact Shelter Life Insurance if he has additional
  questions.  Thank you for the opportunity
  to respond.

  Customer Answer

  Date: 08/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The policy was a term life insurance policy.  If I didn’t sign paperwork to renew it then why didn’t it lapse like this one is going to? I’m sorry **** *** ****** wasn’t doing her job which is obviously why you fired her. If I may recall I never guaranteed the date and your regional said she was let go in sept of the same year on our call now you are saying july you are just as confused as I am.  I am not asking for a full back date on the policy, but no one has asked me what I am wanting. Nor has it been talked about.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 08/07/2023

  During the conversation with the Sales District Leader (SDL),
  Mr. ***** mentioned he requested Agent Rose ****** to cancel the Life Policy 18
  months ago.  Our SDL asked the insured
  for any documentation showing the cancellation request. Regrettably, he could
  not produce the documents, email, text or any paperwork to support the
  request.  We are confident, the date
  mentioned was not 18 months ago because the agent’s affiliation with Shelter
  ended over 6 months prior on July 31, 2021. The reason for Ms. ******’s
  termination had nothing to do with improper handling of insurance.  It is unfortunate Mr. ***** suggest this is
  the reason the policy was not cancelled. 
  
  Mr. ***** paid the premium monthly and the payments were automatically
  withdrawn from his bank account.  Since
  the premium was paid by monthly bank draft, Shelter Life would not have sent
  paperwork authorizing the renewal of the policy. If the policy was on a direct
  annual billing, premium notices are sent to the Policy Owner.  With the monthly withdrawal from the
  insured’s bank account, Mr. ***** had the option of stopping the premium from
  withdrawing from his account if he no longer wanted the policy. 
  
  Insurance companies do not backdate coverage without supporting
  documentation.  Mr. ***** may not agree
  with the response, however he had ample time to confirm the cancellation was
  completed and/or stop the automatic withdrawals from his account.  Cancellation letters are mailed when policies
  are cancelled. Not receiving a cancellation letter is also an indicator along
  with the monthly premium withdrawals that the policy was still active.  Insured’s have an obligation to confirm the
  coverage requested or cancellations are completed as requested.  As stated initially, no premium refund will
  be issued.  Sorry my response is not more
  favorable. 

  Customer Answer

  Date: 08/08/2023

  The reason I didn’t notice the premium is because my husband still has insurance through you. Also the lady I originally spoke to ON A RECODED LINE, her name is **** ******* even admitted about **** *** ****** “probably had you sign it and didn’t send it” so you can check that conversation.  Again you employee’s inability to do her job should not affect me.

• Initial Complaint

  Date:07/19/2023

  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.

  To whom it may concern:
  I am writing to you today to file a formal complaint on an insurance agent by the name of ****** **** out of Mulvane, KS. ****** **** has been my insurance agent for about five years, to say I’ve never been impressed by him is an understatement. I solely just used him because of my husband and convenience. Fast forward to April, my husband and I are getting a divorce. At the time, our policies were split up separately, therefore we are separate clients. My soon to be ex husband should not know anything about my insurance, and vice versa. Do not worry though, ****** **** will tell anyone your business from what my husband told me. ****** **** made some incredibly inappropriate comments to my soon to be ex husband. Long story short my husband had an affair with a woman ****** **** knows. ****** **** brought it up in conversation that “she isn’t that bad,” after my husband didn’t respond he continued on by saying he saw her the other day and how she has pink hair. Completely inappropriate of a business man, who is not friends with my husband, to say to a client. The upsetting part is I was giving this man my business and did not leave shelter insurance. I have since switched agents, but ****** **** continued to ask my husband why I was switching agents, as if he wasn’t completely unprofessional and offensive. I would not recommend this insurance agent to anyone. I was informed by ******* ******** of the derby office that ****** **** should be reaching out to me to see if we could mend the “relationship” and I never heard a word. This just reflects on how terrible of an insurance agent he really was. His communication throughout my whole relationship with him was very subpar. I will never recommend anyone to do business with him.

  Business Response

  Date: 07/20/2023

  As a
  company, we expect our agents, though independent contractors, to uphold the
  highest standards, reflecting our core values of professionalism and respect.
  We sincerely apologize for any behavior displayed by Agent **** that fell short
  of these standards.
  
  Customer
  feedback, like Ms. *******’s, helps identify areas for improvement and address
  issues internally. We are grateful for her trust in our company and decision to
  work with a different agent. We look forward to the continued opportunity to
  protect her auto as we strive to enhance the customer experience.

• Initial Complaint

  Date:07/12/2023

  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.

  Don't want changes to my current policy. What Agent and I discussed is not completely reflecting what his declaration sheet is saying in request to the coverage I asked for.  I have tried several times to contact the

  agent, don't want policy change to my policy. Just continue to debit my payments as usual and all my coverage, no changes and insurance on vehicle.

   

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

   

  Business Response

  Date: 07/13/2023

  I read the complaint filed by ******** ********.  In the complaint, Ms. ******** states she
  does not want her policy changed. Our records indicate on June 22, 2023, Ms.
  ******** spoke to Customer Service Representative **** ****** regarding her coverage.  She called back, but he was unavailable to
  assist her.  Another CSR offered to
  assist, but Ms. ******** did not want to start over explaining this to them.  Insured called back on June 30th and July 10th, but Mr. ****** was unavailable.  The Customer Service Supervisor has also
  attempted to assist Ms. ******** but she will not allow anyone to do so.  To help Ms. ******** with her policies,  she should allow the supervisor to contact
  her.   We understand she may not want to
  explain this to anyone else, but we would be happy to assist if she allows the
  CSR’s and/or supervisor to do so. 
  Otherwise, we can not help resolve this matter.  Thank you for the opportunity to respond.
  

  Customer Answer

  Date: 07/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  the rep took the coverage off the Nissan, sent me a declaration page of the new coverage and have a habit of pulling out what they want from my bank account.  They have a habit of giving me insurance coverage of what they want me to have from them.  He did not send a copy of what we discussed and where is my uninsured motorist coverage?  I don't want the new coverage.  They took off the medical coverage off my insurance.  Every time I talk to them the price is going up and up and less and less coverage.  

  I want my uninsured motorist coverage back on my Nissan and I understand they are trying to sell me the insurance they want me to have and change everything around. 

  I want them to not short me because I am in and out of the hospital.  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 07/20/2023

  Shelter Insurance understands Ms. ******** does not want
  coverage she has not requested. In order to review the coverage, the insured has
  to communicate with the Customer Service Representative. Otherwise, they are
  unable to provide the appropriate coverage.  Regarding Shelter withdrawing money from her
  account, the insured agreed to the Monthly Payment Plan.  She has the option of paying in full every 6
  months.  Instead of filing with the BBB,
  the insured should contact 1-800-SHELTER and give our representatives an
  opportunity to assist her.  Unless this
  is done, we are unable to help.  Thank
  you for the opportunity to respond.

  Customer Answer

  Date: 07/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I called Shelter Insurance and they did not send me out a quote.  They sent me a declaration policy.  I didn't ask them to change my policy.  I want them to leave my policy as is, do not change my policy.  Mr. **** was not supposed to change my policy.    
  

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