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Business Profile

Auto Insurance

Plymouth Rock Assurance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Plymouth Rock Assurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/25/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Yes this action occurred September 25, 2023 I made a call speaking to a Representative name ******** from the ******* agency he explained to me my policy canceled because I owed ****** I recently made a payment on August 28, 2023 of ****** on the automated system it told me I owed ****** ******** told me I owed the ****** because it was ****** I was unaware of this issue and another representative ******* told me I have to contact another company because I was canceled then hung up on me very rude and unprofessional representatives working for a company talking to their customers any kind of way ***************************** who I've tried contacting did answer his phone and is a hard person to contact now I have no insurance and I work what am I suppose to do now.

      Business Response

      Date: 09/29/2023

                                                                                           Policy Issued by:
                                                                                           High Point P&C Insurance Company


      Better Business Bureau Serving **                             Insured:  ***************************
      1262 *****************************                        Your File #:  20652816
      Building A, Suite 202                                                                                    
      ********, ** 08690                                                                                     

      Attn: *******************************
                                                                                          September 29, 2023


      Dear ****************:

      We are writing in response to your September 26, 2023, inquiry regarding the above-referenced file.

      The inception date for **************** six-month automobile policy was January 22, 2022.  On January 23, 2022, we received an automobile insurance application, electronically signed by ****************.

      On July 5, 2023, we sent **************** an invoice with a minimum amount due by July 23, 2023.   A payment was received on July 27, 2023, and returned for insufficient funds on August 3,2023.  On August 4, 2023, we sent a cancellation notice for non-payment of premium with a minimum amount due,effective August 29, 2023.  Although a partial payment was received on August 25, 2023, the policy cancelled on August 29,2023, as the minimum amount due was not received.  On September 12, 2023, a refund check for unearned premium was issued.  Our records reflect the check was cashed on September 14, 2023.

      On September 25, 2023,**************** contacted us regarding the status of her policy.  We informed **************** that the policy cancelled effective August 29, 2023, due to non-payment of premium and we denied a reinstatement. 

      If you have any further questions, please contact me at ************.

      Sincerely,

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

      *************************
      Plymouth Rock Customer ****************

    • Initial Complaint

      Date:06/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 on March 13, 2023. The claim was filed the same day. The body shop was backed up and couldnt get my car in until June 12th, 2023. The body shop submitted the supplement to Plymouth Rock on June 14th, 2023. Plymouth Rock denied the supplement and sent their own appraiser to the body shop on June 19th, 2023. It is now June 23rd, 2023 and Plymouth Rock has never sent the body shop an approved supplement and will not return calls or emails from myself, the body shop, and my insurance agency. My car has been sitting for 10 days now without being able to be fixed because the body shop cant order parts until the supplement is approved and sent back to them. I have been paying out of pocket for a rental car (charges over the cost the insurance covers) for 2 weeks and now have to extend it for a third week due to Plymouth Rock not cooperating and responding in a timely manner.

      Business Response

      Date: 06/26/2023

      *************** to this complaint on behalf of Plymouth Rock Assurance.  The complaint was filed by our auto insurance policyholder on June 23, 2023, the same day that we completed the requested supplemental appraisal.  We delivered a copy of the appraisal to the customers chosen repair shop that day and on the next business day, June 26, 2023, we issued payment to the repair shop for the additional appraised damages.  We have communicated this information to the customer and we believe the customer is satisfied. Both the repair shop and customer have our appraisal supervisors ********************** number should they have further questions or need additional assistance.

    • Initial Complaint

      Date:03/29/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Plymouth Rock Assurance did not inform me of a cancellation fee before I had cancelled. After I had cancelled they had made no attempt at contacting me. Months later I am being contacted by a debt collector about said $160+ cancellation fee. This company has no morals. Operates like a scam artist.

      Business Response

      Date: 04/06/2023

      Plymouth Rock Assurance is an auto insurer.  Our former policyholder has objected to the $167.20 of premium that was owed when he cancelled his ************* auto insurance policy early.  Like many ************* auto insurers, when a policyholder cancels a policy early, the premium adjustment is not a straight pro rata adjustment (except in limited circumstances).  Instead, the premium is based on a short rate table that, in effect, results in an early cancellation charge, depending on how many days are remaining on the policy term.  In this case, the policyholders annual premium was $9,579 for a one-year policy term beginning August 27,2022.  The policyholder cancelled the policy after only two months,effective October 27, 2022.  We adjusted the premium in accordance with our rates on file with the ************* Division of Insurance, which resulted in the policyholder owing $167.20 for coverage through October 27, 2022. On December 9, 2022, we issued an invoice in that amount but the policyholder did not pay the invoice and we referred the account to our collections agency.  Although not required by the policy or our rate filing, as a courtesy to this former customer we have decided to adjust the premium on a straight pro rata basis, i.e., with no early cancellation charge.  This results in a premium refund of $310.80 which we will be issuing to the policyholder.  We have instructed our collections agency to cease its efforts to collect the $167.20 from the policyholder. Thank you for the opportunity to respond to this consumers complaint.

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a model customer of ********************** for ** months, I have never missed a payment or filed a claim. I received a notice in the mail today stating that my policy had expired on 1/30/2023. I immediately called customer service and told them that I received the notice and was told that I would only receive a letter to renew my policy. I have renewed every 6 months for 2 years and the process was never misssed. I explained that I never received a notice in email or conventional mail, or by the app. I was told that the company has been strict with it's new policy and when I insisted I want notified, he would only repeat" I apologize there is nothing I can do". **** told that they recently instated a guideline that unless you have been with the company for 36 months there is no way to renew. I asked to speak to a supervisor and was transfered to a team lead, *******. I explained the situation and even ******* agreed that sometimes customers have items lost in the mail, etc, but there is always a second notice. I never got any notices except for the one today. ******* said basically, go shopping elsewhere for a policy. So, now. Unbenoenced to me. I have been driving without insurance since 1/20! With my kids in the car! No notices from Plymouth rock on the app.ail or email. Even checked date with ******* for date email was supposed to be sent, only received bills! No phone call, letting me drive without insurance, now stuck on a holiday weekend and can't drive. Thanks Plymouth rock for actually endangering your customers who pay on time and being completely inflexable with your "guidelines", and not to even offer to start a new policy for me. I will file a safety complaint with the national insurance board as well to alert them to dangerous business practice of hurting customers and valuing the dollar over human lives. Shame on you Plymouth Rock Assurance. Renew my policy and prove you are still human!

      Business Response

      Date: 02/24/2023

      Policy Issued by: Palisades Insurance Company





      Better Business Bureau Serving **********                              Insured:  *******************
      1262 *****************************.                                     Complaint ID #: ********                              
      Building A., Suite 202                                                                   Line:  Automobile                                                          
      ********, **  08690                                                                                  

      Attn: **********************                                                                        February 23, 2023


      Dear ****************:

      We are writing in response to your February 17, 2023, correspondence regarding the above-referenced file.  

      In 2021, at the inception of the policy, ************** enrolled in Plymouth Rocks electronic delivery service, whereby policy documents are sent via email.  On December 28, 2022, we emailed the policy renewal, effective January 30, 2023, to the email address on file.  On December 29, 2022, we emailed an invoice for $156 for the policy renewal premium. 

      On January 21, 2023,we emailed ************** a renewal reminder notice that payment was due February 1,2023.  Payment was not received by the due date, and the policy expired on January 30, 2023.  On February 10, 2023, we sent confirmation of expiration of the auto policy.

      On February 16, 2023,************** contacted Plymouth Rock; during the conversation, ************** confirmed that the email address on file is correct.  Unfortunately, the policy is not eligible for reinstatement.  

      If you have any further questions, please contact me directly at **************.

      Sincerely,

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

      *********************
      Supervisor, Customer ****************** *************

      Customer Answer

      Date: 02/24/2023


      Complaint: 19419307

      I am rejecting this response because: Plymouth Rock says they sent me an email with renewal information. I never received an email for renewal. When I called, I learned that Plymouth Rock let me drive with children in the car for 15 days without coverage. They never phoned or reached out via alternate means after 24 moths of perfect payments. I do not want a resolution with this company as they do not value customer ********************** or satisfaction over profits.

       

      It seems I have no legal recourse and can only use the power of social media to let people know that Plymouth Rock put a family at risk because they couldn't follow up with an email or phone call! Terrible company. I would like this complaint to stand without resolution so other unfortunate customers can see that Plymouth Rock values profit over people. Keep away consumers!!!



      Regards,

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

    • Initial Complaint

      Date:11/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Claim 1H0802175508 was filed on 10/14 with Plymouth Rock for damage in basement including contents, water, oil, rust from boiler malfunction on basement floor. The initial claim **** ********************************** does not seem to return calls or secure messages, one call returned as well as an email out of several left since 10/14...The mitigation company, ******************* Restoration, needs approval to move forward with removing basement contents to clean/inspect, determine what is salvageable. Most recently, a different claim rep was assigned, ***************, he is also listed on another claim filed on 11/6 for sewer backup in basement, which is claim id ************. Unfortunately, **** also does not seem to return calls/messages as well, I've left numerous ones since he was transferred as new adjuster, only one call returned out of several... as of 11/16, I've called corporate office at Plymouth Rock, was told water/oil/rust spill might not be covered as oil is considered environmental, hence why adjusters never got to me.... It appears Plymouth Rock is attempting to avoid paying for damages as well as sewer back up, avoiding calls/messages, passing the matter around by switching claim reps. ********** I am without heat or hot water due to boiler malfunction, which Plymouth Rock should be aware of, it was mentioned in secure messages left as well as with ********* over the phone. Unfortunately, they are attempting to avoid payment by non-return of calls/messages, switching claim reps

      Business Response

      Date: 12/02/2022

      December 2, 2022


      Better Business Bureau Serving **
      1262 *******************************
      Building A, Suite 202
      ********, ** 08690


      Attention: **********************

      Policy Type: HO3
      Policy Number: CTH00002029095
      Insured: *************************
      Complainant: *************************
      Claim Number: 1H0802175508 & 1H6402185664
      Dept. File Number: 18411500
      Date of Loss: October 14, 2022 & November 7, 2022
      Insurance Company: Plymouth Rock Home Assurance Corporation

      Dear **********************:


      This is in response to the November 17, 2022 inquiry we received from your office regarding our handling of the above-noted claim. We received notice of the initial claim (1H0802175508) on October 14, 2022, reported by our insured, *************************. **************** indicating that the boiler in his home leaked onto the basement floor and caused damage to some furniture. We assigned the claim to ********************************* and she contacted **************** on October 18, 2022. **************** advised that he was going to have his HVAC repairman provide a quote for the replacement of his furnace and he requested a water mitigation company to assist with the cleanup. We assigned ******************* Restoration for the water mitigation.
      Mr. ******* policy includes the Home System Protection Coverage Endorsement which is reinsured and serviced by the Hartford Steam Boiler Inspection and Insurance Company (Hartford Steam Boiler). ******** Steam Boilers investigation concluded that the tankless coil area was leaking in the furnace due to corrosion of the boiler plate, bolts, and casting. This endorsement does not cover corrosion, so Hartford Steam Boiler issued a coverage denial letter with respect to the malfunctioning boiler on November 4, 2022. Mr. ******* claim for damage to personal property and mitigation costs remains open with Plymouth Rock.
      On November 7, 2022, **************** filed a second claim (1H6402185664) regarding a sewer system back up. We initially assigned *************** to the claim and he contacted **************** on November 9, 2022. **************** indicated that there was damage to the flooring and contents in the basement. Due to the close proximity of these losses in the home and the possibility for overlapping damages, we reassigned both files to field adjuster, ***************************** on November 16, 2022. ************************ spoke with **************** the same day and scheduled an onsite inspection to be completed on November 30, 2022. We are awaiting the results of the inspection to resolve Mr. ******* claims. We apologize for any delay or inconvenience in our handling of this claim.
      I trust this information is sufficient to complete your investigation. If you have any questions, please call *********************** at ************.

      Sincerely,

      ***********************
      Vice President

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 two car insurance policy with Plymouth rock is PRA00002285691. Policy effective from 07/15/2022 to 07/15/2023. Two month ago, I filed a compliant of unreasonable charge of $700 and Plymouth agreed to send me the refund. Last month, one of my car was hit by the other driver due to his fault. I canceled this car insurance since it was total loss. However, Plymouth increase my another car insurance premium from $1716 to $2398. I called Plymouth rock and asked the reason of this 40% increase and the answer was not satisfied by saying it was computer automatic adjustment from multi car to one car insurance. I agree that 5-10% adjustment for the insurance premium is reasonable and it can't not be randomly adjusted without any guidance. This is not correct way to treat consumers during the fixed insurance term.

      Customer Answer

      Date: 11/10/2022


      Complaint: 18373891

      I am rejecting this response because: Plymouth rock insurance didn't address my questions correctly. We canceled one of our car insurance policy due to a total loss by the 3rd party fault. Therefore, Plymouth should return the premium we have paid for this car plus $700 they accidentally charged to us last time. However, Plymouth increased my another car premium from $1716 to $2398 in the middle of my policy term. This seems like stealing money from my pocket. I don't think they can broken our policy agreement in the middle of insurance term from 15-July-2022 to 15-July-2023. We received the insurance quote and we have agreed to pay $1716 for the full year of insurance. They can't adjust it during the middle of this term. 



      Regards,

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

      Business Response

      Date: 11/11/2022

      *************** to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock).  The complaint relates to the consumers Plymouth Rock auto insurance policy.  In a previous complaint,this consumer questioned an increase in their auto insurance premium after we added an additional household member to their policy.  After confirming with the consumer that the individual was not actually a household member, we removed that person from the policy and reduced the premium accordingly. Now the consumer is complaining regarding a premium increase that resulted after they removing a vehicle from the policy.  We have confirmed that the policy is rated correctly.  The consumer had two vehicles insured under the policy and expected a premium reduction when they removed one of the vehicles, but when the vehicle was removed the premium actually increased.  We have explained to the consumer that removing a vehicle does not always result in a premium reduction due to the interaction of different rating factors.  In this case, the consumer lost the multi-vehicle discount when one vehicle was removed and the household driver to vehicle ratio also changed.  Those changes caused the premium to increase in accordance with our approved rates on file with the ************* Division of Insurance.  We are sorry that the consumer is dissatisfied with the premium charge but believe that if he seeks quotes from other carriers he will find that we offer a competitive rate.  Thank you for the opportunity to respond to this complaint.   

      Customer Answer

      Date: 11/11/2022


      Complaint: 18373891

      I am rejecting this response because:
      I agree there is multi-car insurance discount for 5-10% of premium when we have the insurance policy. However, I dont understand that If we cancel one of the car policy, we have to pay 40% more. Please explain it.


      Regards,

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

      Business Response

      Date: 11/17/2022

      *************** to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock).  The complaint relates to the consumers Plymouth Rock auto insurance policy.  While we are sorry that this customer is dissatisfied with our previous response, we will reiterate that the premium being charged on his policy is correct and reflects our filed rates.  The combination of losing the multi-car discount along with changes to the household driver to vehicle ratio contributed to this premium increase.  We are sorry that the consumer is dissatisfied with the premium charge but believe that if he seeks quotes from other carriers he will find that we offer a competitive rate. Thank you for the opportunity to respond to this complaint.   

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 24th I had filed a claim with this company as someone that is insured by them hit my car, it is now November 5th and I have not been issued the 740 dollar payment that was appraised for my vehicle. On top of that I already paid the body shop for my services out of pocket as this company did not do their end of the job by funding me the money for the repairs. I have tried to contact them many times, getting the run around, being told different dates that the check was supposedly sent on. Now, the initial check has been voided and they issued another check which I will have to wait another 14 business days for as if I havent waited almost three months. I expect my money and I am getting very frustrated with the way this company is run as no one can give me a straight answer as to where my funds are.

      Business Response

      Date: 11/10/2022

      Plymouth Rock Assurance Corporation is a ************* auto insurance company. The complaint relates to a recent third party property damage claim. Plymouth Rock handled the claim fairly and appropriately and issued payment to the complainant in a timely manner.  Unfortunately, the complainant contacted us subsequently to let us know they did not receive the check we sent.  We promptly issued a new check.  We have since confirmed with the complainant that they received the replacement check and the complainant is now satisfied.

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 home and car insurance policies with Plymouth Rock insurance company. We paid full year premium in July 2022, however, the agent told me in September that my daughter who has the driver license also needs to be added to the car insurance policy. I explained to the agent that my daughter who is in the college and is living in the college campus. she doesn't come to home during the weekend. I also signed waiver that she won't drive our cars. However, the agent told us even she is not driving the car she still needs to be added to the policy. To my knowledge, there is no written document from Plymouth Rock assurance that my daughter has to be added to the policy even she doesn't drive a car. I never heard that even we signed the waiver to exclude her for driving, we still need to pay additional insurance premium of $714 for her.

      Business Response

      Date: 10/03/2022

      Thank you for the opportunity to respond to this complaint from our customer.  The customers auto ********************** policy application states that the applicant must list all household members of licensing age.  The customer did not list his daughter, who is a licensed driver.  Based on a third party data source, we had reason to believe that the daughter was a resident of the customers household and,therefore needed to be listed on the policy.  We sent a letter to the customer on September 7, 2022 asking the customer to respond by September ******* as to whether or not his daughter was a household member.  We did not receive a response from the customer but we understand the customer spoke with his independent ********************** agent and agreed to add the daughter to the policy.  The customer also signed a driver exclusion form, representing that his daughter would not drive the insured vehicles.  Under our approved rate filing, the driver exclusion form reduces the impact of having the daughter listed, but there is still some impact on the premium.  Now that the customer has confirmed through the ******************** complaint that his daughter does not live with him, we have removed the daughter from the policy and reversed the premium increase.

      Customer Answer

      Date: 10/03/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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.

      Regards,

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

    • Initial Complaint

      Date:09/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 house was flooded during hurricane ***. Items were placed out front and outback to dry out and were stolen the next night. ********************* knows the individuals that ripped me off so does the insurance company yet nobody is doing nothing and I am out over probably $200,000 worth of merchandise from my **************************************** owning normal world possessions. Insurance company was supposed to pay this claim months ago and all they do is handoff my claim to a claim specialist and then that person does nothing and then I call and call and then I find out that person doesn't work there anymore and they assigned me to somebody else I have gone through probably five adjusters we're not one of them has done a single ******* thing and I'm sick of it. They get my payment on time every month and now that her claim has been filed over a year ago September 2, 2021 they have not done a single thing to help me. I'm going to get an attorney and I'm going to *** them if I don't hear back from them soon. Never and I repeat never trust Plymouth rock assurance for your insurance needs because they will take your money And when you need to claim anything for any reason they will just blow you off. The company is filled with mental midget where the right hand does not know what the left hand is doing ever and I mean ever. I lost so many beautiful things to wear the insurance company knows who ripped me off... ********************* knows exactly who ripped me off because they were caught with my items yet the two thieves are confidential informants to make cases for the local police department so I will get no Justice whatsoever and I really don't feel like putting this in my own hands because I know what I'll do and it won't be good. That's why I trust at the insurance company but they're not worth anything. Never deal with Plymouth Rock assurance

      Business Response

      Date: 09/23/2022

      September 22, 2022

      Better Business Bureau Serving **                                                       Insured:  ***********************
      1262 *******************************                                               File Number: 18014997
      Building A, Suite 202
      ********, ** 08690

      Attention:  *******************************


      Dear ****************:

      We are writing in response to the September 12, 2022, inquiry we received from your office regarding the above-referenced file.  

      On September 2, 2022, our insured, ***********************, reported flood damage to his apartment from Tropical *****************.  ****************** said that he sustained over $75,000 of personal property damage due to water damage.  The claim was denied as losses related to flooding are specifically excluded under his policy.

      On September 6, 2022, ****************** filed a theft claim for water-damaged personal property placed outside his home that he said was stolen.  The claim representative requested a list of the stolen items and a copy of the police report.  

      On October 2, 2021, ****************** submitted a $115,000 claim for personal property.  A reservation of rights letter was sent to ****************** along with a proof of loss form, a request for supporting documentation, and a copy of the police report.  The information was not received from *****************, and several follow-up requests were made. 

      More than five months later, on March 29, 2022, the requested information was received.  The claim was referred to our Special Investigation Unit for evaluation.  Upon conclusion of the investigation, the handling representative contacted ****************** for a revised list of items, as ***************** had reported that several items were recovered.  On August 5, 2022, we received the revised list and an adjustment of the claim was made to determine the current replacement cost for the items.  The adjustment was completed and payment was processed for the actual cash value amount less the deductible.

      If you have any questions, please call me at ************. 

      Sincerely,

      ***********************
      Complaint Coordinator

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2021 I was shopping around for new car insurance companies and landed on Plymouth ************** I got a quote and was speaking with the agent on the phone about switching from who I had, to them. They went through their shpeal and I decided at the last minute not to go with them, and hang up the phone. They then tried to figure out my banking details to charge me $173 TWICE after I never finalized anything with them!!! I never canceled my original insurance, and always had my car insured with no problems. Last month I was pulled over by the ************ state police because my car registration had been canceled for no insurance!!! Plymouth Rock notified pen dot and deliberately lied to them to get my registration canceled because I decided NOT to go with their company. Not only do I want my money back, I want them to never be able to do this to anyone else ever. They are dishonest and crooks that need to be put out of business immediately.

      Business Response

      Date: 09/16/2022

      Policy Issued by:
      Palisades Insurance Company

      Better Business Bureau Serving **                                                            Insured:  *************************
      1262 *****************************                                                       Your File #:  17923869
      Building A, Suite 202                                                                                  
      ********, ** 08690                                                                                   

      Attn: **********************
                                                                                                                    Date:September 16, 2022

      Dear *********:

      We are writing in response to your September 6, 2022, inquiry regarding the cancellation of Ms.******* ********** policy. 

      **************** purchased her auto policy through an insurance agency on November 8, 2021, effective November 16, 2021.  **************** elected to pay via electronic funds transfer (EFT) and provided the agent with her bank routing and account numbers to make an initial payment of $178.  On November 10, 2021, a letter was sent to ****************, advising the payment of $178 was returned by her bank due to an invalid account number.    

      On November 12, 2021, a notice of cancellation for non-payment of premium was mailed to **************** with an effective date of December 2, 2021.  On November 15, 2021, a representative from the insurance agency spoke with ****************, advising of the cancellation due to non-payment of premium.  **************** advised the representative that she would deposit funds into her account and asked for a call back within 30 minutes.  The representative placed multiple follow-up calls to ****************, which were unsuccessful.  A final notice of cancellation was mailed to **************** on December 3, 2021, reiterating that her coverage was cancelled effective December 2, 2021. 

      A balance of $108 is still outstanding, for coverage afforded from November 16, 2021, to December 2,2021.  Six invoices for the past due balance were mailed to **************** on December 14 and 27, 2021, and April 26,May 26, June 27, July 26, and August 26, 2022.  To date, payment has not been received. 

      On September 7, 2022,we spoke with ****************, who said she did not intend to place coverage with Plymouth Rock and has maintained continuous coverage with her prior carrier.  We asked **************** to provide a letter from her current carrier confirming that statement with a request to retroactively cancel the Plymouth Rock policy, effective November 16, 2021.  As of the above date, we have not received the letter. 

      If you have any further questions, please contact the supervisor handling this matter, *************************, at ************.

      Sincerely,

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

      *************************
      Plymouth Rock Customer ****************

      Customer Answer

      Date: 09/21/2022


      Complaint: 17923869

      I am rejecting this response because:
      It is untrue. I never accepted nor purchased their policy. While I was inquiring about a quote with them, I did NOT decide to go through with the company and instead said no thank you and hung up last minute. They did not have my payment information which they would have had, had I actually decided to start service with them. Their agent still processed everything to start my policy AFTER I had already hung up and not answered them. I did not sign anything, not in person nor virtually, to accept this policy. You do not just start an insurance policy when someone says no thanks and hangs up. Thats not how to do proper business. This is the one and only insurance company (or company in general) I have EVER had an issue with. When I called their office, the representative on the phone even admitted it must have been a mistake on their part. She could see they didnt have my correct payment details, as well as no further contact from the time I hung up the phone until now. Why would any company assume that someone is buying their policy after they say no thank you and hang up the phone? It doesnt make sense. Instead they tried to inflict hardships on myself by reporting there was no insurance on my vehicle which in fact their was. I have the letter from my long time insurance company. My insurance never lapsed. I never accepted or started this policy with Plymouth Rock and that is the reason I reject their statement for being completely false. 


      Regards,

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

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