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:04/12/2023
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.
Location of Shelter Insurance is ***** ****** **. *** ** ****** **** ********* *****.
I recommended my youngest daughter to Shelters insurance. I specifically informed them that my daughter would be responsible for her own policy. My daughter filed bankruptcy and she cancelled the insurance. Now they are billing me . I have spoken to **** *nd ****** and they knew that she was responsible for her own policy, and I asked them why am being billed for policy. So, I have called multiple times and now they informed me that my daughter was written under my policy so she could get a cheaper rate. Now credit collection is calling me regarding the bill. My daughter name is ****** *******. I would like a correction to the correct agency and to stop harassing me.
Business Response
Date: 04/18/2023
I read the complaint filed by ******* *******. Our agent wrote an Automobile application on
the 2015 Ford Escape effective September 1, 2022. ******* ******* was listed as the named insured
and only driver on the policy. *** ******* had children in the household, so they were added to the policy. A
policy change adding titled owner, ****** ******* was completed effective
September 23, 2022. Our agent advised he
discussed adding ******** name on the policy with ******y prior to the submitting
the change.

On October 28, 2022, the insured’s bank denied the electronic
funds transfer that paid the premium.
The insured was sent a letter stating Shelter had not received the
premium so the coverage was cancelled effective 12:01 a.m. on November 10,
2022. The letter explained the insured
should contact the agent if they wanted coverage. It also indicated there was a $271.89 premium
due within 30 days. The cancellation
letter stated if the premium was not paid within that time, the file would be
sent to a collection agency.

In closing, Shelter provided coverage up to the November 10,
2022 cancellation date. Therefore, the
premium requested was fully earned. If
the insured had an accident prior to the cancellation date, Shelter would have
handled any covered losses. I understand
*** ********* concerns, however, she was listed as a named insured along with
her daughter. Thank you for the
opportunity to respond....
Customer Answer
Date: 04/18/2023
Complaint: ********

I am rejecting this response because: ****** ******* did not live with me, that was a false statement. She lives in **** ***** **** I live in L***** **** ***. ****** haven't lived with me over 1yr plus..However Im a cosigner her her vehicle, other than that, they were to give ****** her own policy n she pay her own policy, they knew that . thats why no payments for her policy was coming out my account . She 27 n live with her family in a different city. I provided her lease agreement.
Sincerely,

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

Business Response
Date: 04/20/2023
We appreciate ******* ******* for providing the correct city
that ****** ******* resides. For rating purposes, Shelter Insurance needs the
garaging location. The application and Auto Policy Declarations showed ****** ***** ********* These documents are sent to allow insureds the opportunity to make
corrections so the vehicle is rated properly.

In the rebuttal, ******* confirmed she is the co-signer on ******** vehicle. She also mentioned ****** pays her own policy. With ******* being the co-signer on the auto loan,
she has an insurable interest in the vehicle which includes the insurance and
payment of the premium. *** ******* is also
listed as a named insured along with *******
Based on the insurable interest, we are unable to take her name off the
collection request. Thank you for the
opportunity to respond.
Customer Answer
Date: 04/21/2023
Just because Im a cosigner doesn't make me responsible for her insurance policy.. I recommended her to Shelters that's it, and
I know she cannot be listed on my policy when she doesn't resigns in my household, n so Please stop trying to hold me accountable for ur agents writing her under my policy. To make ut cheaper for her... Ill just seek legal advice Im done. Thank You

Sincerely,

******* *******
Initial Complaint
Date:04/06/2023
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.
The company name Shelter Insurance On MARCH 24 ,2023 i try renewal auto policy , talked to rep. state that renewal ride policy (wife) who DONOT LVE IN THE HOUSE. She worked major airline. Ever the home inspector by varsity govt agenier state that only i live in home. THIS ON GOV T RECORDED.Still they wouldnot renew. i been with shelter for over ten years. I being punish pay ghost policy.
Business Response
Date: 04/07/2023
I read *** ********
comments and contacted the Underwriting Department. Shelter’s Underwriting
Guidelines requires all insureds and their spouses to be rated on Automobile
Insurance Policies. *** ******** spouse was listed as an additional insured on
his Automobile Insurance Policies; however, she was not rated due to lack of
her driver license information. On June 10, 2022, a letter was mailed to *** ****** asking for her information. Unfortunately, we have not received the
information we had requested. If *** ****** would like the policies reinstated,
he should contact Customer Service and provide the requested information. We
are not able to reinstate his cancelled policies, until we receive his spouse’s
information and collect the appropriate premium. Thank you for the opportunity
to respond.
Initial Complaint
Date:04/05/2023
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 was in an accident where the police report found the driver insured by shelters at fault. I have not heard anything from adjuster. The claim is now assigned to a lawyer and still no communication. Accident date was 12/31/2022
Business Response
Date: 04/06/2023
I
read the complaint filed by ****** *****. The claimant was in a multi-car
collision on December 20, 2022. It is my understanding *** ***** has
hired an attorney to represent him. The claim investigation is ongoing.
******* ********* has hired outside counsel to represent us and the insured for
the collision. *** ***** should contact his attorney if he has questions
regarding the claim. Thank you for the opportunity to respond.
Initial Complaint
Date:04/03/2023
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.
I hit a deer in November of 2022 and started the insurance claim process on November 6th, 2022.

My car has still not been completed, returned to me or totaled after 5 months now going into my 6th month without my vehicle. The body shop is waiting on parts with no ETA on arrival.

I am out $5,000 USD between car payments, insurance payments and rental car payments.

Shelter insurance adjuster or agent refuses to total the vehicle, lobby with vehicle mechanic, provide me with support or an alternative option.

The insurance company did suggest I could drive my vehicle before it has been returned to me in proper working order and has a wire short that is a fire risk. I refused to endanger my family and liability by driving a car that was not fully repaired.

I would like my car fixed or the ability to go get a replacement. If this continues I would like refunded my insurance premium on this car for the months I have not been in possession of.

If this exists longer than 6 months I will see an attorney for complete damages.

The insurance company isn’t delivering the service they promise and do not care that I am stuck in the middle. Please help.
Business Response
Date: 04/20/2023
I read Mr. ******'s
comments and contacted claims. As stated in the compliant, the insured collided
with a deer on November 6, 2022. The vehicle is deemed repairable since the
estimated cost for repair is significantly less than the market value of the
vehicle. Payment for the repairs was issued to the body shop on November 23,
2022. Since that time, the vehicle has been at the body shop waiting for a
backordered part with no estimated time of arrival. A rental vehicle was
provided to the insured, but the 30-day maximum allowance for a rental was exhausted.
As a courtesy, our adjuster conducted a nation-wide search trying to locate a
facility that had the backordered part available. Currently, the only one
available is a used part offered on *****. The insured has the option to let
the body shop order the used part and proceed with the repair or wait for the
backordered part to arrive. We understand the insured's frustration regarding
the repair delay; however, we have already paid for the cost of repair. Shelter
is not responsible for the time it takes the body shop to obtain parts and complete
the repairs. If Mr. ****** has any questions regarding the claim, he should
contact our adjuster.
Initial Complaint
Date:03/29/2023
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.
I purchased two policies and the first one was switched back to shelter and I purchase it to have lower rates. I was suppose to receive a refund in the amount in the amount of $96.00 electronically refunded back to my account. The money did not come electronically, and when I call the the business I was informed that I would receive $30.00 mailed instead of $96.00. I have not received the $30.00 and I should be refunded the total amount of $96.00. I would like to be refunded in the amount of $96.00.
Business Response
Date: 05/04/2023
I read the complaint filed by ***** ******. On March 17,
2023, an Automobile application was submitted on a 1995 Chevy C1500. Our agent submitted $61.52 to get the policy
started. The policy was put on the
Monthly Payment Plan. On April 23, 2023, the same amount was electronically
withdrawn. Shelter Insurance does not
have a record of receiving a $96.00 payment.
Our agent advised Mr. ****** has an Auto policy with Progressive
insurance. The insured should contact
*********** regarding the refund. There
is no refund owed on the Shelter policy. Thank you for the opportunity to respond.
Initial Complaint
Date:03/18/2023
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.
We are commercial trucking company. We acquired insurance with ***** ********* out of Louisville, Kentucky beginning on 11 Jan 2023. Our previous provider was *********** and our policy with them remained active until 16 Feb 2023. As the insurer, Shelter was responsible for notifying ******, **** and ***** of our coverage. These entities will not accept proof of coverage from us, it MUST come from the insurer and this is well-known in the trucking industry. Shelter failed to meet this standard and as result, we’re suspended by ****** on 16 Feb 2023 when our *********** policy was scheduled to expire stating that we had no insurance, though we in fact did with Shelter, they had just failed to notify the proper entities. While we were able to rectify this within the next couple of days, this was a significant loss in revenue and income for our drivers. Exactly one week later, unbeknownst to us, we also realized that Shelter failed to notify ***** of our coverage, while resulted in the revocation of our operating authority, which also resulted in yet another suspension by ****** and a complete grounding of our operation. We had to pay to be reinstated, our rating with ****** has been so badly damaged that we cannot secure enough work with them to operate our business and pay our drivers a living wage and our DOT authority appears as though we’ve just secured it because the age of the authority is taken into consideration when booking freight and most brokers don’t want to deal with brand new carriers; we had just over 100 days of operating authority when all of this began and that clock has been reset as a result of Shelter Insurance’s failures. Our business has lost more than $20,000 in revenue and counting, the District Manager refused to return repeated attempts to make contact and the business has made zero attempt to mitigate or share in this loss with us as a customer. They’ve shown little value in customer retention whatsoever.
Business Response
Date: 03/27/2023
I read the complaint filed by **** ********. Shelter Insurance is currently reviewing the
policy and truck filings requested. Agent ***** ********* has contacted the insured to discuss what occurred. Shelter is submitting an Errors and Omissions
claim. Once the E&O investigation is
completed, we can determine if there is coverage. Thank you for the opportunity respond.
Initial Complaint
Date:02/27/2023
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.
12/31/2022 shelters insured literally disregarded a yield sign and pulled in front of me at a traffic circle. The police determined them to be at fault for failing to yield and pull in front of me. I contacted shelter and spoke with a ********, initially she was receptive and as time progressed she stopped communication and became evasive. The driver of the vehicle was extremely aggressive on the seen and I can assume he used his aggression on her to not take responsibility for his actions. She then pressed the ignore button multiple times while simultaneously sending text. She did call back only to state she didn’t need anything from me. I sent a copy of the police report along. The police officer received statements on scene determined liability to be on shelter. After stating she would get back with me in a few days I called only to be told that shelter is refusing liability going against the police report. I asked for the supervisors information and she hung up on me several times. Disgusting practices and insurance agents
Business Response
Date: 02/28/2023
I read Ms. ******** comments and
reviewed the file. On December 31, 2022, Ms. ****** was involved in an accident
with our insured. At the time of the accident, our insured had a passenger in
her vehicle. A police report was filed however the narrative and diagram were
based off the driver statements as the vehicles were moved prior to the
officer’s arrival. On January 11, 2023, our adjuster contacted Ms. ****** to
advise there was an issue regarding liability. Our adjuster told Ms. ******; we
would investigate further before accepting liability on the claim. Our
investigation revealed our insured is not liable for the loss. Due to conflicting
statements, the claimant’s Property Damage claim was denied. On January 24,
2023, a letter was mailed to Ms. ******, informing her of the claim denial. Ms.
****** should contact our adjuster if she has any questions regarding the
claim. Thank you for the opportunity to respond.
Customer Answer
Date: 03/02/2023
Complaint: ********

I am rejecting this response because:

The facts are inaccurate, the driver was male and the driver ran a yield sign resulting in an accident.

Sincerely,

******** ******
Initial Complaint
Date:02/03/2023
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.
Was told insurance would be drafted the 17th but twice it was drafted one day and then three days before date I was told to have money in my account. Nothing was recieved by mail saying it wasn’t drafted and money disappeared from my account 1/20/2023. Money was in account 1/17/2023. Account was canceled and now I’m being told only way of keeping insurance was by paying 3 months ahead around $300. It’s not my fault they drafted wrong dates both times yet I am being punished. I cannot pay the premium twice but my bank was blamed instead of insurance company.
Business Response
Date: 02/06/2023
I read the complaint filed by ***** *****. The Auto policy premiums are electronically
withdrawn from the insured’s bank account. The premium is scheduled to automatically draft on the 17th of each month. The file format submitted are consistent with NACHA guidelines
and include essential details about each payment including the account number,
routing number and draft date. The
payment requests are sent to the bank two days prior to the scheduled draft
date in accordance with the NACHA guidelines to provide sufficient processing
time.

The electronic funds requested should not be withdrawn from
the insured’s bank account until on or after the designated date included in
the file. The concerns mentioned
regarding the EFT being withdrawn before the scheduled date are a common
practice that occurs with this bank. Shelter is not trying to shift the blame,
however we request funds/payments in accordance with the guidelines and the
banks are instructed not to withdrawal until on or after the requested
dates.

Our normal business practice if there are three prior return
payments is not to reinstate the policy. However, Underwriting agreed to allow reinstatement on the monthly EFT
one last time. The insured was sent a Notice
of Return Payment letter on January 23, 2023 and allowed 10 days to make a
replacement payment to keep the policy active. The payment was not received
within the allocated timeframe, so the policy was systematically cancelled for
nonpayment of premium on February 2, 2023. Our cancellation remains unchanged.
Customer Answer
Date: 02/07/2023
Complaint: ********

I am rejecting this response because:If the company is aware of the bank timing why was payment drafted early. Letter was not recieved if it had been I would have paid. The blame was shifted to the bank. Any other companies I have spoken with agreed draft should not of been sent until day it was listed on a text to me from my agent. This was the second time I complained of the same issue and it was not fixed.

Sincerely,

***** *****
Business Response
Date: 02/13/2023
Shelter
confirmed the information sent to Ms. ******* bank had the correct withdrawal
draft date. Our business practice is to send the withdrawal request with
a specific draft date selected by the insured. The Electronic Funds Transfer
request are sent a few days in advance to allow banks processing time. It
is the financial institutions responsibility not to pay the premium until on
or after the draft date.

Ms.
***** was sent a letter on January 23, 2023, stating the bank did not honor the
payment. The letter stated she could stop the cancellation by paying prior to
February 2, 2023. The payment was not received by that date, so the
policy was cancelled due to the return payment. The bank has not honored the
payment three times since the new application was written on July 18,
2022. As Ms. ***** stated, she was aware of the issues, which gave her
ample time to change the draft date to ensure the funds were available.
In addition, the insured had the option of changing to another method of
paying the premium.

In
closing, the insured should discuss this with the bank she chose since they did
not comply with the EFT withdrawal date submitted. Shelter Insurance
followed the necessary process and do not regulate how financial institutions
operate their business. If the withdrawal error was the result of our action,
Shelter would have resolved this situation.
Customer Answer
Date: 02/15/2023
Complaint: ********

I am rejecting this response because:I was actually told I could not change my bank draft information and was able to pay thru my agent on the 14th so that is a lie and I do have screenshots if needed.

Sincerely,

***** *****
Initial Complaint
Date:02/02/2023
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.
Jan 5, 2023 Shelter Insurance adjuster wrote we had no coverage. We have had Shelter for 4 years.
At no time when we asked for insurance for the home did we say...we do not want water damage insurance.
Yet that is what was sold. When we experience a burst water pipe in December, 2022 which damaged the whole house, ceilings, floors, walls, contents..and called our agent to come, or an adjuster, he said it wasn't necessary. The next day he called and said the loss wasn't covered, and that it caused him a sleepless night. Letters were written to the Shelter's ***** ** *********, they sympathized but said we weren't covered. Lawyers we contacted said we had to sue Shelter first to go through to the agent.
Business Response
Date: 02/03/2023
I read the complaint filed by
***** *********. The insured’s farm home
was damaged from a water pipe that burst and flooded the home. The dwelling was insured by a Farm Policy that
covers damage caused by a peril named in the policy. The cause of the damage was not the result of
a peril listed in the policy, so the claim was denied. The Farm Policy does not cover water damage,
so there is no coverage for the loss.

As *** ********* stated, Shelter
Insurance’s ***** ** ********* and the ******** ********** reviewed the claim. Our decision remains unchanged. I am sorry my
response is not more favorable.
Initial Complaint
Date:01/30/2023
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.
Ok so let me try to explain this situation as best as I can, I received one letter in the mail from shelter insurance, let's say mid January of 2023 stating that I owe 52$ made an attempt to reach out to my local agent to see what was going on with this situation that was 1-12-23 no answer, get a call and a voice-mail and a text from denoda stating that shelter is canceling my policy (1-26-23) over 52$ my mortgage company has paid already roughly 1700$, now they r sending back a check in the mail for ******* for the difference of the one month of coverage I'm guessing but seems little off, but no attempts prior by phone were made to reach out to collect the small amount of money they were asking for, which is pretty concerning being that I have been using shelter for 10yrs.
Business Response
Date: 01/31/2023
I read the complaint filed by ******************************** I am pleased to inform, our agent has contacted the insured and made arrangements to reinstate the policy. Prior to receiving the complaint, our agent had explained how to reinstate the coverage. Regrettably, the mortgage company paid the incorrect premium which resulted in the policy cancellation. ************************* should contact the agent if he has additional questions. I apologize for whatever inconveniences this may have caused. Thank you for the opportunity to respond.
Customer Answer
Date: 02/01/2023
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,

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

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Shelter Insurance Corp Office is NOT a BBB Accredited Business.