Complaints

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

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• 

  Shelter Insurance Corp Office

  1817 W Broadway Columbia, MO 65218-1000

• 

  Shelter Insurance - 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:07/10/2023

  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 had a fire at my home 7/4. I pay for renters insurance. I explained that I have had a stroke and this was my 1st apartment on my own when I purchased the policy. I allowed Shelter to deduct monies each month. Now that I need them, they have NO HELP for me. I have been staying house to house and asked for a hotel room and the adjuster met with me and dropped off a bunch of papers. I explained to him again that I have problems reading (neighbor helping w this). Told I have to complete this to get anywhere. I was told they can’t won’t pay for temp housing even though it’s in my policy. I have to wait to be reimbursed. Where does it say that I have to wait for help? The man hurried away saying he had another fire to go to and I called and tried to reach his supervisor immediately but the customer service lady saying All Offices Closed No ONE available to help. This is horrible. I’m stuck again not knowing why I even paid for insurance. Hoping I can stay with a friend , hoping they don’t have ill intentions, hoping I can just rest. After having a stroke this has been too stressful. I pay for insurance but Red Cross is the only people that tried to help. This is July 10 and my 6 days of wandering. This is ridiculous….. Not being able to shower when I want, or eat when I want. I don’t know what else to do. I lost EVERYTHING. The adjuster took all of the pictures he said he needed. This list is ridiculous and I have to go to a notary. I gave them a list July 5 of everything I could think of. They verified it and now I’m still waiting for some type of help. Even a hotel would have helped me at least feel secure.

  Business Response

  Date: 07/13/2023

  We
  understand that insurance documents can often be confusing and appreciate Ms.
  ******** reaching out. A Claims Supervisor promptly contacted her and provided
  her direct contact information. Coverages were discussed, an advance payment
  issued, and agreement made to engage an external vendor to assist in finding a
  suitable temporary residence. To expedite the process and eliminate the need
  for a notary, DocuSign was used for documentation purposes. We will continue to
  work with Ms. ******** to resolve her claim. 

• Initial Complaint

  Date:07/07/2023

  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.

  Six years ago I made the mistake of purchasing homeowners insurance from Shelter because it has been an absolutely miserable experience with them ever since I had to file my first claim this year. Whole point of having insurance is to protect yourself from damages due to severe weather and in early January my furnace broke down and my house froze up which caused several pipes to break. While I waited for certified plumber to assess and fix damage my roof was also damaged by wind storm so I filed a claim for both loses. It took over a week for them to call me and then adjuster said they would send an “independent adjuster” to look at the damage. Another week passed before a guy showed up who looked liked he might be living on the street when not doing contract work for Shelter. Another week and I get a call back from Shelter adjuster saying they were denying my claim. I was absolutely shocked! Shelter adjuster blamed the “independent adjuster” report and said I could talk to his supervisor about it which I was only able to do after getting agent involved to get guy to even call me back. When I talked to him he did not even know about the busted pipes in my house and said I needed to file another claim for that which I did same day. Another “independent adjuster” came out and looked at damages and I thought I was finally going to get some help from Shelter BUT I heard nothing and had to get agent again to get someone on phone who was yet another Shelter adjuster who said he was looking into it and would call me in two days which he did not do. When I did finally speak to him the next week, almost two full months after I had filed the original claim, he said they were denying my claims. The final follow-up letter I received a week later from this last Shelter adjuster officially denying my claims did not even spell my name right on the envelope or letter head which really sums up the level of incompetence of ALL the Shelter adjusters I dealt with.

  Business Response

  Date: 07/10/2023

  Foremost,
  we apologize for any previous correspondence that misspelled Mr. *******’s name
  as well as any communications that he deemed untimely. We understand the
  importance of accuracy and timely communication.
  
  Like
  any insurance policy, there are specific coverage and exclusion clauses that
  govern the extent of protection provided. As mentioned, Mr. *******’s vacant
  property was inspected multiple times. No storm-related damage found. Further,
  no heat was maintained, nor pipes winterized, which resulted in frozen pipes.
  
  The
  damage the property was caused by wear and tear and ongoing disrepair, which
  fall under the policy exclusions. While we understand the disappointment this
  may cause, we must adhere to the terms and limitations set forth in the policy.

• Initial Complaint

  Date:07/02/2023

  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 complaint is on the subsidiary company Amshield: On May 22nd I needed my truck towed. For two days I tried to reach the company, on hold for as long as 1 hour without anyone answering, to try and get information on my coverage so I knew how much it would cost. I was not able to get any information online as well because they don't have any way to access this or it is not easily accessible. I have still not been able to find this out. Due to this I forced to make a decision about my truck and had to pay out of pocket to get it towed, which cost $605.
  
  After calling 3-4 times, each time sitting on hold for 20 minutes minimum, I was able to reach someone. This person said I would be contacted by someone in 3-4 days. This didn't happen. So again, I called back. 20 minutes on hold, this next person transferred my call to a dead end line essentially hanging up on me. Then again I had to call wait on hold another 20 minutes to finally reach someone. Finally I was able to get an email from ********* ********. She said she tried calling me and left me a voicemail. I have no record of any of that and plenty of people calling me with no issues. We emailed back and forth and she told me I would only be reimbursed for $100. I asked that my claim be escalated because of the multiple attempts to reach the company to get coverage information with no response left me in a position where I was forced to make a decision. I had other options for towing but I couldn't get any information because the amount of time I had to be on hold and no online availability. On 6/7 I asked this be escalated. No response was made from the company. I followed up with another email to McKenzie on 6/15 in which she replied that she emailed me back and told me that she escalated it.... Which she did not. I asked for proof with no response. 6/29 I asked for a follow up or any kind of response with no response. The lack of communication has been a financial burden on me and my family because of this.

  Business Response

  Date: 07/10/2023

  I read the complaint filed by ******* ****** and contacted
  AmShield. On July 10, 2023, our supervisor called Mr. ****** to discuss his
  concerns. The insured was at work and unable to talk.  Our supervisor provided her contact
  information so he could call her back.
  
   A review of the claim
  indicates on May 22, 2023,  Mr. ****** reported he had to tow his vehicle. The insured towed the Toyota Tundra to a repair
  shop which was 44 miles away that same day. 
  Regrettably, the cost to tow the vehicle exceeded the $100 maximum towing
  coverage. We understand Mr. ****** is frustrated that he could not reach anyone
  to discuss the coverage prior to towing. The Personal Auto Policy Declarations
  sent to the insured shows the towing limits available. The Auto Policy Declarations
  indicate the limits for Towing and Labor Cost Coverage as $100/incident.  The claim was paid based on the coverage on
  the policy when the loss occurred.
  
  We do not dispute he tried to call, however we are unable to
  locate any missed calls, messages or extended hold times. As Mr. ****** mentioned,
  he emailed our claims assistant, however the emails were received after the vehicle
  was towed. AmShield is required to settle claims in accordance with the
  coverage on the policy at the time of the loss. Therefore, we are unable to
  reimburse Mr. ****** more than the $100 policy limit for towing. I apologize on
  behalf of AmShield for any inconveniences the insured experienced trying to
  contact the Claims Department.  I am
  sorry my response is not more favorable.

• Initial Complaint

  Date:06/13/2023

  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 May 8, 2023, my car was rear ended by a person insured by Shelter Insurance Company. My car had been stopped, at a red light, for quite a while when a large vehicle hit us rather hard, from behind. The accident was 100% the fault of the customer insured by Shelter Insurance. The driver was simply not paying attention. The passenger in my car had a panic attack, as a result of this collision and is now experiencing PTSD. This is in addition to the aches and pains we both experienced following being hit by this negligent driver. There was also some damage to the car. I have left several messages for Shelter Insurance, over the course of the month, and they have ignored me for weeks now. I have taken time out of my very busy schedule to have the car briefly examined by a mechanic. They were not, however, able to tell me if there is further damage to the vehicle because they never got the approval from Shelter Insurance to start working on the car. This is getting ridiculous. We were wronged by a customer of Shelter Insurance Company and we have experienced damages. It is not right that they are ignoring us, leaving my passenger and I to deal with this unending stress on our own.
  
  On top of everything else, we just received a letter from Shelter Insurance today June 13, 2023, claiming that Shelter's attempt to contact us was not successful. The letter, dated June 07, 2023 arrived today June 13, 2023 and the letter states "If we do not hear from you within 7 days, we will assume that you do not wish to pursue this claim." Upon receiving this letter, I called Shelter right away and left another message. I then called again, one more time, and left another message with my claim number and contact information. This letter feels like an attempt, by Shelter Insurance, to write us off without helping us.
  
  We have been dealing with the stress of this accident for over a month now. My records confirm that Shelter Insurance have not returned any of my calls.

  Business Response

  Date: 06/14/2023

  I read the complaint filed by ****** ****.  On June 14, 2023, the Branch Claims Manager
  called Mr. **** to discuss the claim. 
  Shelter had accepted liability and our adjuster left a voice mail for
  him on June 7th.  The manager explained we
  would assign the claim to a field adjuster and they would contact him tomorrow
  to settle the claim.  Mr. **** was okay
  with the claim process.  Mr. **** should
  contact the claims department if he has additional questions.  Thank you for the opportunity to respond.   
  

• Initial Complaint

  Date:06/06/2023

  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 May 9th, 2023, at approximately 4PM, I was rear ended by a vehicle insured by Shelter Insurance Co around the *** *** ** * ******* **, Yukon, OK. Both vehicles were travelling Southbound on ******* ***  OCPD investigated the collision and created case # ******** and clearly determined the Shelter Insured Vehicle to be at fault. I was at a complete stand still when hit and there were no skid marks indicating that the Shelter Insured vehicle attempted to stop before impact Drive of Shelter insured vehicle admitted and took full responsibility of the accident while on scene. My vehicle was not drivable as the air bag danger/deployment lights are on and I was told it was unsafe to drive. In addition, the impact was so severe that it physically broke the back off the drivers seat. Seat belts are in a locked position and can't be utilized making it illegal to drive. The vehicle was moved off the road to a parking lot at *** * ******* *** ****** ** *****. Vehicle is a 2014 Chevrolet Traverse* ** *** *** **** I have been without a vehicle since May 9th, 2023. My vehicle has yet to be towed to a place for evaluation by a claims specialist from Shelter. I am currently paying a friend to provide me a loaner vehicle. The business where the vehicle is parked are threatening to have it towed. I am unable to get a response from Shelter Claims Office to get the car towed and evaluated. The policy number of the Shelter Insured vehicle is ****************. Vehicle has sat for almost a month abandoned and undrivable while Shelter refuses to address the claim. This should have been towed weeks ago and either been totaled or repairs started. I do not understand the intentional delay. Shelter is clearly acting in Bad Faith to reach resolution on this claim. I need my car repaired and a rental vehicle until the repairs are completed or certification that it is totaled so that I can begin the purchase of a new vehicle.

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

  Business Response

  Date: 06/07/2023

  I read the complaint filed by ***** *********. Our records
  indicate Ms. ********* has hired an attorney to represent her for the collision,
  so Shelter Insurance can only communicate with the attorney.  In the meantime, Shelter is reviewing the
  file to determine if there is coverage available for the loss.  Once this is determined, we will handle the
  claim accordingly. I apologize for whatever inconveniences and/or delays this
  is causing.  

• Initial Complaint

  Date:05/31/2023

  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’m insured through **** ********* and have been since I turned 16. I’m now 22. Back in February 2020 I switched to full coverage instead of liability. I made sure to add rental coverage due to a situation I seen firsthand and didn’t wanna end up in it. In august 2021 I was in an accident that required me to use the rental coverage. So I know it was on there then. On Saturday May 27th (1:00 am) I totaled my car. As stressful as that already is, Tuesday may 30th I was informed by the adjuster on my claim that I don’t have rental coverage. **** removed my rental coverage in October 2022 and never verbally informed or asked me. He said he did it to lower my payment, which is nice, but I would have happily paid that extra or adjusted something else. Now I’m screwed out of a rental and have no way of transportation and they said there’s nothing they can do about it.

  Business Response

  Date: 06/07/2023

  Dear Better Business Bureau:
  
  Ms. ******* asserts that Rental coverage was removed from her policy on October 21, 2022 without her
  authorization. I visited with her agent’s office, who advised they made the
  change after informing her about the available options, as she had experienced
  multiple insufficient funds transactions and requested changes to get the
  premium as low as possible.
  
  The agency adheres to a standard
  practice of discussing all alternatives with customers and implementing
  approved modifications only. Ms. ******* was provided with updated Declarations
  pages in October 2022, November 2022, February 2023, and May 2023, prior to her
  accident on May 27, 2023. While we empathize with her need for a rental
  vehicle, it was her responsibility to review the policy documents and ensure
  adequate coverage. If she wishes to reinstate Rental coverage, she may contact
  her agent accordingly.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:05/30/2023

  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 had 3 polices with them since 1996. About 3 weeks ago. I got a letter requesting to deduct an additional $40 from my account so I called to find out why. When I called I found out my policies were not worth anything because insurance increases every year. I was told that they were using the cash value of my insurance to pay the premium. I asked why I didn't receive something before about an increase and they said they were using the cash from my policy.

  Business Response

  Date: 06/02/2023

  I read the complaint filed by *** ********. The insured had
  three Universal Life Policies with Shelter Life Insurance Company. Each was
  issued as of May 6, 1998. 

  Universal Life insurance policies are more flexible than
  traditional life insurance policies. After paying a required minimum premium
  the first year, a policy owner can choose how much premium they wish to pay and
  how often they wish to pay it, within established IRS and policy guidelines.
  
  Each time a premium payment is made, it contributes to the
  account value of the policy. Once each month, the Cost of Insurance (or COI) is
  deducted from the policy’s account value. The COI increases at every yearly
  anniversary. If the premium payments are higher than the cost of the policy, the
  difference remains in the account value and earns interest. If the premium
  payments are less than the cost of the policy, the difference is offset with
  funds from the account value. While the account value remains positive,
  coverage remains in force. If the account value goes below zero, the policy
  enters a 61-day grace period. If sufficient premium is not received by the end
  of the grace period, the policy lapses.
  
  If the account value approaches zero, we send written
  notification. It is also important to review the annual statement produced each
  year on the policy’s anniversary. The statement shows premiums paid, fees,
  interest earned, and change in the policy’s account value.
  
  Over the course of the policies, Ms. ******** has taken
  several partial surrenders and loans. These withdrawals are also deducted from
  the policies’ cash values.  The UL policy
  was written with a non-guaranteed interest rate of  6.10% and guaranteed interest rate of 4.50%.  The interest rate has
  changed/decreased since the policy was written. The current rate is the
  guaranteed interest rate of 4.50% since June 1, 2003. Current and guaranteed
  interest rates are show in the illustration signed by the policy owner at time
  of application.
  
  For one of the
  policies, Ms. ******** was mailed the annual Policyholder Statement dated May
  7, 2023 with a notice stating: “The current cash value, plus planned premium
  payments of $29.42 monthly, may not be sufficient at the guaranteed rates to
  continue coverage until the next policy anniversary.”  Prior to this statement, Ms. ******** was
  mailed letters dated February 7, 2023, March 7, 2023 and May 7, 2023
  encouraging her to increase the monthly premiums.  The May 7, 2023 stated the regular monthly
  premium of at least $40.64 should be submitted because the policy values are
  not sufficient to cover the current insurance costs.
  
  Regrettably, the premium payments were not sufficient for the policy
  to remain in force and needed to increase. When we notified Ms. ******** the policy
  would need to be funded at a higher level than in the past, Ms. ******** chose
  to surrender all three for their current cash surrender value.   

  Customer Answer

  Date: 06/20/2023

  I would like to reject the business response because regardless of what happened with the policies they still owe me money for the policies I still had. When I decided to surrender the polices they told me to send the paperwork in and gave me a break down of what each one was worth. I have not received anything since. I feel like they are giving me the run around. 

  Business Response

  Date: 06/21/2023

  Shelter Life Insurance initially issued three refunds
  checks on May 25, 2023. Ms. ******** states she has not received anything from
  our company, so the checks were stop paid and reissued on June 21, 2023.  Ms. ******** should receive the checks within
  7-10 business days.  If she does not
  receive the check, she should contact 1(800)SHELTER.  Thank you for the opportunity to review and
  reissue the refunds.

• Initial Complaint

  Date:05/23/2023

  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.

  We have Shelter Insurance on 2 homes and 2 vehicles . We recently had storm damage to our home in St Charles (3/31/2023) , siding was blown off our home and damaged beyond repair . Shelter only wants to pay for the 2 areas that are damaged , even though the siding cannot be matched , the color and size of the siding can't be matched . Shelter wants us to have a company remove the opposite end of our home and use that siding to repair the damaged area , then put the new siding on the end that was removed . They say it will be less noticeable ? The new siding they would put on would not match the second story on that end ? It will still be noticeable and will affect the resale value of our home. Our homeowners association also does not like the idea . Shelter (***** *****) says it's not their fault , it's the state of Missouri who came up with this ? This is a very short version of our problem , We just want what we pay for , Shelter needs to remedy this problem .

  Business Response

  Date: 05/25/2023

  I read the complaint filed by ***** *******. The insured’s home was damaged by the
  windstorm that occurred on March 31, 2023. 
  Our adjuster inspected the dwelling and wrote an estimate.  Mr. ******* expressed concerns with how the
  estimate was written.  On May 24, 2023,
  our supervisor explained the estimate was for the entire right elevation with
  an allowance for additional labor to repair any pieces that came loose and
  required refastening. They also discussed the coverage that is on the home.   
  
  Mr. ******* should select a contractor to repair the damage.
  If additional storm damage is found, the contractor should contact our
  adjuster.  Thank you for the opportunity
  to respond.  

• Initial Complaint

  Date:05/12/2023

  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 signed up for insurance, Shelter was taking monthly payments of approximately $105 each month, then all of a sudden they take $380 without any notification, permission or explanation. To me that is theft. I Immediately called my Agent, Maddie Stiles, who said she would look into it but never did. I called and texted, but no response. THEN, the Agent made errors inputting my VIN, so when I did have an accident, and believe I was covered, they denied my claim because the VIN did not match my car. So again, they took my money and were offering no service. Thieves. They stated "they had some other vehicle in Florida on my policy". Not the vehicle I proved to them that was the only vehicle I have had for 4+ years and the one I insured. They blame me for the incorrect VIN, which I did not send to the Agent. They cannot show one shred of proof that I incorrectly sent in a bad VIN. Why would I give a bad VIN??? To insure some other vehicle that I didn't even know existed?? No. Why wouldn't I want the only vehicle I drive, or own insured since that's what I'm paying for???

  Business Response

  Date: 05/17/2023

  I read the complaint filed by ***** *******.  On May 18, 2022, an Automobile policy was
  written.  The application indicated there
  were no moving violations within the last three years.  The insured opted to pay the premium
  monthly.  The insured initially paid
  $104.21.  The monthly premium was $124.80
  starting June 24, 2022. During the underwriting process, a CLUE report was
  requested. The CLUE report showed Mr. ******* was involved in an accident on
  November 24, 2019 that was not shown on the application.  This collision was rated on the policy and
  resulted in a premium increase from $625.06 to $1,489.24 for the 6 month policy
  period.  The premium increase caused the
  monthly withdrawal to change from $124.80 to $248.20.   On
  June 13, 2022, Shelter sent Mr. ******* a letter explain the Consumer Report
  showed ***** ******* had a chargeable accident so the premium changed to
  $1,489.24.
  
  On June 22, 2022, Shelter requested the $124.80 monthly
  withdrawal from Mr. *******’s bank.  On
  June 30, 2022, the EFT was returned. 
  That same day, a letter was mailed explaining the bank denied the
  EFT.  The policy was cancelled effective
  July 17, 2022 due to the nonpayment of premium. 
  The letter explained $380.38 was due and would be sent to collections if
  the payment was not received.  On July 1,
  2022, the insured paid $380.38 by e-check to satisfy the outstanding premium
  due. This payment cleared the payment Mr. *******’s bank denied. No additional
  payments are owed.
  
  Regarding the comments about the agent, Shelter completed an
  Errors and Omission investigation. The investigation determined our agent did
  not make a negligent act or omission in handling Mr. *******’s insurance
  policy/coverage.  Therefore, the E&O claim
  was denied.  A copy of the denial was
  mailed to Mr. ******* on May 1, 2023. 
  
  Our decision remains unchanged. Thank you for the
  opportunity to respond.  

• Initial Complaint

  Date:04/26/2023

  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.

  My daughter was involved in a car accident and the person that hit her had shelter insurance. From the start of the claim till the end it was a disaster and the claim adjuster was rude and shouldn’t be in customer service. My daughter was out of a car and they couldn’t get a hold of their own insured to get a statement because they had the wrong number. Even after I called and gave them the correct number that was given to us by police. They had no urgency at all to get this resolved. There was no police report since it was on private property and in a parking lot the police came but couldn’t write a report. The insured told our insurance adjuster one story that found him at fault and then changed the story once he found out we had pictures to show what happened . I called the supervisor and also her boss and still was not getting anywhere with this the claims adjuster from shelter hung up on our claims adjuster . Even after the insured changed his story they still he is not at fault and I feel that this adjuster did this because from the start she was rude and now my daughter is out of a car because they are saying there insured is not at fault and since my daughter only has liability her insurance won’t do anything if she had full coverage they could of sued him and fixed her car. I feel we were treated unfairly and now my daughter suffers in the end with no car

  Business Response

  Date: 04/27/2023

  I read the complaint filed by *** ***** on behalf of her
  daughter. I apologize on behalf of our adjuster and Shelter Insurance for any
  comments Ms. ***** considered rude and/or unprofessional.
  
  The collision occurred in a private parking lot.  There were no independent witnesses to confirm
  what happened.  The police came to the
  scene but would not write a report because it was private property.  Our investigation determined our insured had
  the right of way when the claim occurred. 
  Based on this information Ms. *****’s claim was denied.  Our decision remains unchanged.  

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Your insured told our adjuster one story and told shelter adjuster another story . The story that he told our adjuster made him at fault . There was a stop sign and my daughter stopped and your insured ran his stop sign because he cut through the parking lot and you can tell from the impact of damage to my daughters car where she was hit he hit her right at the back of the car not the front so he clearly seen her. Your adjuster was rude would not even take the recorded message from your insured and hung up on our adjuster . I work in customer service and I deal with customers all day long and insurance companies and I would never treat someone with disrespect like your company did to us. Your insured was in the wrong and changed story after he found out there was photos 
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 05/01/2023

  During our investigation, our insured explained he was in
  the main drive in the parking lot. He stated Ms. *****’s daughter pulled from a
  stop sign and they collided.  Shelter
  agrees there are conflicting statements regarding what occurred. Our insured is
  not obligated to provide Ms. *****’s insurance company a statement. Shelter has
  no control over his objection to give the claimant carrier a statement or his
  actions.  
  
  There were no independent witnesses, police report or video
  footage found of the accident.  Shelter
  has the insurance contract with our insured, so we must go with the insured’s
  version of the accident.  Our
  investigation determined our insured was not liable due to conflicting
  statements and no evidence to prove he caused the loss.  Therefore, Ms. *****’s claim was denied.  The claimant has the option of letting Progressive
  handle the claim and subrogate Shelter or taking the claim to Small Claims
  Court. 
  
  I apologize for any comments that Ms. ***** and/or daughter
  deemed rude or unprofessional.  Based on
  the investigation, the claim denial remains unchanged.  Sorry the response is not more favorable.

  Customer Answer

  Date: 05/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Your insured did give our insurance company a statement and his statement was changed when he found out there was pictures of the accident . So no im not happy about it because he changed his story and that is why our insurance company found him fully at fault for the accident . 
  
  
  
  Sincerely,
  
  
  
  *** *****