Complaints

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

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• 

  Utica National Insurance Group

  Binghamton, NY 13902

• 

  Utica National Insurance Group

  180 Genesee Street New Hartford, NY 13413

• 

  Founders Insurance Company

  435 E Main St Greenwood, IN 46143

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:03/25/2025

  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 hit by a driver insured under Utica National on 3/20/2025 in which the driver admitted fault to the accident. The driver swerved last minute to attempt to make a right turn from the left-hand lane while I was already beside her in the right-hand lane. She collided with my vehicle, impacting my front left, and then pushing me against the curb. After the accident the driver said, "I'm so sorry I didn't see you" and admitted fault to the collision. There was a witness at the scene who's contact information I have which can confirm my account. After assessing the damage, I have damage to my front left, front right (where the wheel and tire encountered the curb), and after driving away from the accident I have a weird noise coming from my suspension in the rear like something came loose from the accident.
  
  I contacted Utica National on 3/20/2025 to provide them with details of the incident. They assigned me Claim #**********. They said an adjuster would contact me within 1 business day. I then gave them a call on 3/24/25 as I had not been contacted yet and I was assigned to the adjuster Hailey P***** ###-###-####. On that day I emailed the police report which clearly indicated that I did not contribute to the accident. I am seeking that Utica expedite the claims process and assess the damage to my vehicle as I do not feel safe driving it per the noise coming from the suspension after the accident. I attempted to call the adjuster, Hailey P***** today, 3/25/25, for an update but I could only reach her voicemail, in which I left a message. When initially contacting Hailey for an estimated time until I could bring my car into the shop, she did not give me a time, instead giving me the run around with "we need to call the rental company first." I am requesting someone look into this and take care of this matter promptly because I do not want to file a claim with my insurance for subrogation, but I will if I have to.

  Business Response

  Date: 04/01/2025

  
  This letter is in response to your March 26, 2025 inquiry regards to the above-mentioned complaint ID.
  We appreciate your feedback to the Better Business Bureau – a valued consumer resource; however, an investigation is still ongoing regarding this claim.
  If you have any questions, please contact your Claims Adjuster.
  Sincerely,
  Melissa C****
  Material Damage Claims Supervisor
  

• Initial Complaint

  Date:03/04/2025

  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.

  A family member was injured as a result of the negligence of a Utica insured. A claim was opened and Utica requested information supporting the claim, including medical bills, a waiver for medical and other records, photographs, a telephone statement, etc. We complied with all of this immediately, and were promised a prompt resolution. Instead, we have been completely ignored. We reached out on 3/12/2024, 3/19/2024, 3/28/2024, 4/22/2024, 6/11/2024, 8/6/2024, 8/24/2024, 11/13/2024, 1/15/2025, 2/11/2025 only to be ignored every time. No call back, no response, absolutely nothing! If there is a better example of bad faith claim handling, I have not seen it. I wonder if the insured is aware of this type of claims handling and whether it should expect more for the premiums it pays? One would think a return call or return email would not be overly burdensome. One consequence of this type of behavior is increased lawsuits, which I would think the insured and Utica both would wish to avoid if possible.

  Business Response

  Date: 03/07/2025

  
  This letter is in response to your March 5, 2025 inquiry regarding to complaint ID ********.
  Thank you for your feedback to the Better Business Bureau – a valued consumer resource. At this time, we don't have any information regarding this claim. Please contact your independent agent, or our Customer Service team at ###-###-#### or email ********************************* so we can provide prompt assistance.
  Sincerely,
  Compliance Department
  

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The Utica National claim number related to the subject accident is ********. I hope this is helpful in locating the claim.
  
  Regards,
  
  *** ***** 

  Customer Answer

  Date: 03/17/2025

  We will provide the requested information.

• Initial Complaint

  Date:01/10/2025

  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.

  I advised my insurance agent I was changing car insurance companies from Utica for better rates. My account was paid in full at the time. She was notified of the date my new policy was in force. She never notified Utica in a timely manner apparently and I began to get past due notices after my other auto policy was in effect. I contacted her numerous times to get it resolved but letters kept coming from Utica. They basically tried to charge me for coverage after they terminated policy.
  
  After I refused to pay they placed bogus charges balance in collection. This is the first hit on my credit report in 35 tears or so. Thanks Utica...it's a pleasure doing business with your sorry company.

  Business Response

  Date: 01/21/2025

  Our Company provides the following response to this complaint:

  "Thank you for reaching out. We were able to locate the individual’s account. We took the opportunity to review our records. Our handling of the matter is in accordance with state and company policies. We would recommend the individual contact their agent if they are unclear why the balance is due.”
  
  

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   My complaint is on additional charges which you acknowledge by your recommendation that I contact your company representative/agent.  It would be best if Utica could articulate in this forum how they implemented additional, punitive charges on clients for there to be proper transparency on this complaint forum.  Buyer beware of their tactics!

  Regards,

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

  Business Response

  Date: 01/27/2025

  “We acknowledge receipt of the additional information. The additional information does not change our position or guidance to the consumer. Thank you.”

• Initial Complaint

  Date:07/30/2024

  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 got rear ended on July 12. We got in touch with Uitca Insurance adjuster who at first seemed helpful then after several calls did not even call us back. I emailed her about the issue that I can no longer drive my car. Never call me. I had to call her again and again until we requested someone else to help us who also referred us back to the Adjuster whose name is Sue C******** Sue said they have not filed a claim yet and it has been 3 weeks since the accident. They still won’t claim the liability because the people who drove the truck that rear ended me were undocumented. It is very ridiculous experience.

  Business Response

  Date: 08/11/2024

  Please allow this letter to serve as our response to the complaint filed on the aforementioned matter. 
  The claim was received by this company on July 15, 2024, and assigned to claim specialist Sue C******** Upon receipt of the newly report claim, Ms. C******* spoke with Mr. *******, who advised that his wife, **** *** ******* was rear-ended by our insured, causing damage to her 2013 ***** ****** Mr. ******* was informed that we would need to speak to our insured and their driver to obtain their statement regarding the loss before proceeding with the claim.
  Ms. C******* subsequently made several unsuccessful attempts to contact our insured on 7/16, 7/24, 7/30, 7/31 & 8/2, to obtain their statement as it pertains to the loss. Throughout the duration of the attempts, Ms. C******* remained in contact with Mr. *******, and advised him that it may be in his best interest to file with his carrier, while we conduct our investigation. 
  On August 5, 2024, Ms. C******* received a written statement from our insured, confirming that their driver did in fact rear-end Ms. *******’s vehicle. Based on the written statement, we concluded our investigation, and accepted liability. 
  On August 7, 2024, Ms. C******* received a phone call from Mr. *******’s carrier, ***** inquiring on the status of our liability position, as Mr. ******* was pursuing a first party claim. At that time, Geico was advised that liability was accepted, and that we would monitor the claim for the forthcoming subrogation demand.

  In conclusion, we have completed our liability investigation, and have found our insured to be at fault for this motor vehicle accident. We have confirmed that Mr. ******* is pursuing a claim through his insurance carrier, therefore our file remains open, pending receipt of the subrogation demand. We hope the information provided in this letter fully answers all of the department’s questions. We believe that the information provided establishes that the claim was handled appropriately and in accordance with governing regulations.  Should you have any additional questions, please feel free to contact me directly.

  Should you have any additional questions, please feel free to contact me directly.
  Sincerely,
  ***** *******

• Initial Complaint

  Date:07/08/2024

  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 pipe burst under my kitchen sink that damaged the cabinets, flooring in the
  kitchen, and hardwood flooring in my dining room. I called Utica and filed a claim and a water mitigation co. to start the process. I gave ******* my insurance information and claim number so they could communicate and coordinate with the insurance company. I asked my adjuster, Kayvon S******* ###-###-#### if I could let ******* come do what they needed to do and he said yes, just save the damaged pipe, which I did. ******* then came to my house numerous days in a row. During this process, Patrick B**** ###-###-####, the Field Adjuster for Utica, came to my house and did an assessment. Justin, the Supervisor from *******, came shortly after Justin, to which I gave Patrick's card to Justin so they could communicate. Justin immediately called Patrick and they discussed the damage. After this, my dining room and living room floors were removed by *******. Rick S****** ###-###-####, the contractor for the rebuild then came over to review my claim with me and move forward. He submitted his estimate for the rebuild, which brings us to the source of the complaint. Rick submitted his estimate on 5/1. In his estimate, he noted numerous concerns about the estimate they sent back, mainly that they have no living room flooring. Utica has been stating that there was no permission given to ******* to remove the floors, thus they are not paying for this. Rick, who uses the same reporting system as *******, can see the note in the system from ******* stating on 4/3 at 11:06 am "Adjuster approved of detaching bottom cabinet and save on site. And the removal of continuous flooring from the dining room to the living room." Patrick, who has not responded to any but one of the numerous emails we have had back and forth with Utica, states "This conversation did not occur". Utica is refusing to pay for my floors in the rebuild leaving us responsible for thousands of dollars that was their fault.

  Business Response

  Date: 07/18/2024

  
  
  
  RE:     Our
  Insured(s):         ******** & **** ******
  Dept. File #:              ********
              Policy
  Number:         *******
              Claim
  Number:         ********
              Date
  of Loss:             3/26/24
              NAIC
  Number:          *****
              Adjuster:                    Kayvon S******* (CT Lic# ********)
  
  
  Dear *** ****
  
  This letter is in response to the
  above complaint filed by the insured, **** ******.
  
  The claim was reported to Utica on 3/27/24
  with the loss date listed as 3/26/24.
  
  The description of the loss was
  noted as: “burst pipe under kitchen
  cabinet caused water damage to cabinets and to dining room floor”
  The
  policy in force for the date of loss reported was a HO 00 03 (05/11).
  
  The
  complaint relates to the following area:
  
  Removal of the living room flooring not being covered.
  
  Please
  note the response and comments below regarding the insured’s concern.
  
  Removal of the living room flooring not being covered.
  The removal of the living room floor would not be covered as it was not damaged as a result of the loss.The flooring is also hardwood, which can be sanded and stained.
  
  The appraiser noted on 5/3/24 that he never authorized the removal of the flooring. Below is the appraiser’s summary of the revised estimate.
  
  REVISED ESTIMATE
  - removed
  $1,979.11 from *******'s invoice
  - wood
  floors in living room should not have come up - they are solid oak
    floors original to the home
  - removed
  drying mat for dining room as floors were torn up anyways
  - not
  allowing new flooring for living room, as the floors were undamaged
  - *******
  advised that FA informed them to remove all continuous flooring -
    this conversation did not happen
  
  On 6/21/24, the appraiser spoke with the ******* representative and that conversation is summarized below.
  
  - ob (out bound call) to ******* ###-###-####
  - asked
  for ******
  - I asked
  ****** why all of the floors were removed when I only authorized  
    the dining room.
  - ******
  stated he told me in that call that they were continuous
  - I
  disagreed and stated that these floors are oak and could have been
    matched
  - ******
  advised that in the future, all requests would be in writing
  -
  thanked/same
  
  The initial
  photos obtained during our inspection support that only a small area of the
  dining room was affected as evidenced by *******’s drying mat in the corner.
  The decision was made to allow for the full dining room; however, there would
  be no reason to extend into the living room.
  
  The photo below also shows that the flooring runs parallel to
  the living room opening (upper left of photo) making for an easy transition
  from the new dining room flooring to the existing living room flooring.
  At this
  time, our position remains unchanged and the removal of the living room
  flooring was not authorized by Utica, would not be part of a normal repair
  practice, and is not included in our estimate. We apologize for any frustration
  or inconvenience on the part of the insured regarding the response time aspect,
  and we are working to ensure the remainder of his claim goes more smoothly for the
  insured.
  If there
  are any follow up questions, please contact me at the number listed below.
  Respectfully,
  Randall J. G*********
  Randall
  J. G*********
  Property Claims
  Supervisor
  
  

• Initial Complaint

  Date:04/10/2024

  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 called to see if a leak was covered by the insurance. They did not even do anything. We determined there was no leak. I called the plumber and nothing was done by the insurance. This is impacting my current insurance rates and coverage

  Business Response

  Date: 04/23/2024

  This letter is in response to the above complaint filed by the insured, *** ***** ***** *****.The claim was reported to Utica on 9/6/22 with the loss date listed as 8/31/22. The description of the loss was noted as: “looks like there is a leakage between the town water line and house. Got a high water usage notification.”The policy in force for the date of loss reported was a HE 00 07 (06/21). The complaint centers around the following: per the insured, this claim is affecting his insurance price as well as coverage.Below is a timeline of events related to this loss.As previously noted, the loss was reported on 9/6/22. Contact was made with the insured on 9/7/22 at which time he explained that he contacted the city due to having a high water bill to see if they had a leak on their end and was told that they did not. As there was no damage to the property, no inspection assignment was needed. The insured explained that he would get a plumber out to inspect and see if they could determine the cause of the leak.The insured had service line coverage on the policy and a notification was sent to MBRE (Mutual Boiler Reinsurance) on 9/9/22 to review the claim.On 9/15/22, MBRE sent an email that they spoke with the insured and the insured advised them that the city acknowledged there may be a leak.On 9/23/22, MBRE sent an email that they spoke with the insured who advised that no leak was found and the claim was being closed.  A call was placed to the insured on 9/29/22, confirming we were closing the file and to call if there were any questions.While we empathize with the insured’s situation, the claim was reported and investigated, and is therefore on record. If the insured requests it, we will draft a letter “To whom it may concern” advising that there was no payment made on the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor (614) 823-5338

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I spoke to Randall, he said work was done so the claim cannot be removed from my profile. If you see the letter sent to me, it says I am withdrawing my claim, that itself says the claim should be removed.
  
  Regards,
  
  ******** **********

  Business Response

  Date: 05/02/2024

  This letter is in response to the above follow up complaint
  filed by the insured, *** ***** ***** ******The complaint follow up
  message from the insured states: I spoke to Randall, he said work was done so the claim cannot be removed from my profile. If you see the letter sent to me, it says I am withdrawing my claim, that itself says the claim should be removed.In an email from the MBRe
  rep, on 9/23/22, they stated that they spoke with the insured who confirmed
  there was no leak and we could close the claim.  Based on that conversation, the adjuster sent a confirmation letter on
  9/29/22 confirming that the insured was withdrawing their claim. Please note that
  “withdrawing” a claim does not mean removing it from the insured’s claim
  history. It means that the insured was no longer pursuing their claim. The
  event happened, the claim was reported, and subsequently investigated and then
  closed.If there are any follow up
  questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor

• Initial Complaint

  Date:03/27/2024

  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.

  Called and reported an accident involving a deer that jumped out in front of my vehicle. Claim was processed and was given to an agent that started to assist me. After I sent in the requested photos and video of the damage the company completely shut down all contact with me. I have called and left multiple messages which have all been ignored. I cannot schedule an appointment with a body shop for repairs until their adjuster evaluation comes through and it’s been a full week now with absolutely no contact. Continuing to operate my vehicle on the road with a broken headlight and a hole in my grill exposing half of my radiator to any and all debris on the roads, putting my life as well as the lives of others at risk.

  Business Response

  Date: 04/03/2024

  This letter shall serve as acknowledgement and response to the complaint filed on March 28, 2024. The  complainant is insured with personal auto policy issued by Utica Mutual Insurance Company and was  involved in an automobile accident on March 20, 2024.  
  In review of our records, the claim was reported to Utica Mutual Insurance on March 20, 2024, by the  complainant. The adjuster had reached out to the Complainant that same day, at which time she went  over the facts of loss and his coverages. A link was sent to him to take the initial photos of the damages  and prepare an inital appraisal for repairs. At this time of our conversation the Complainant had advised  his vehicle was drivable. 
  The estimate was completed and on March 27, 2024, the adjuster spoke to the Complainant, following  up with an email, which included a copy of his estimate. We currently await further paperwork from the  complainant to be able to issue payment.  
  If any additional information is needed, please feel free to reach out to discuss.  Sincerely, 
  Cathleen V*********  
  FT Claims Supervisor 
  

  
  

• Initial Complaint

  Date:02/23/2024

  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.

  hello,
  
  i had a bursting pipe at my rental property which i have insurance for the rental property with Utica. Claim# *********. i file the claim on January 28, 2024. I had extensive damage to my property. On January 31st an adjuster came too picture of the damages, i handed him the pipes that ere replaced (which he took with him) i had to go to work i even left him at the hose to complete his report and went to work. After not hearing from them after 6 days i contacted Susan W***** the claim specialist on February 5h, she said she's sending me a letter via email to please respond to it with explanations, which i did on February 5th. I have not heard from them since, I've sent countless emails asking for an update, no replies. On February 22, i called Utica's customer department explaining my issue and i was transferred to Susan W*****. I asked her the status and why i have not receive any replies to my email, she said her manager want more explanations and i'll receive an email on that date. I still have not heard from them. meanwhile my property is in shambles forcing me to consider selling at below market value due to the extensive damages. I need this claim to be process as soon as possible.
  thank you,

  Business Response

  Date: 03/07/2024

  This letter is in response to the above complaint filed by ********** *********.The claim was reported to Utica on 1/28/24 with the loss
  date listed as 1/28/24.The description of the loss was noted as: “insured has no gas or heat - pipe burst on
  main floor of home causing basement flooding. Please contact insured. Insured
  states that she has cleaned up basement.”The policy in force for
  the date of loss reported was a ** ** ** (07/88). The complaint centers
  around the damages to the insured’s property and the pending resolution of her
  claim. Below is a timeline of events related to this loss.As previously noted, the
  loss was received on 1/28/24 and assigned to the handling adjuster on 1/29/24.
  Initial contact was made on 1/29/24 at which time the insured advised of the
  broken pipe and water damage to the dwelling. This is a rental property and the
  insured advised that the tenants were in the process of moving out the weekend
  of the loss. The loss was assigned to an independent appraiser to complete an
  inspection of the damages.The inspection was
  completed on 1/31/24 and the summary report, photos and estimate were uploaded
  on 2/1/24. The inspection showed the property to be in overall poor condition
  and there was no heat present. The inspection report notes the pipes were
  likely frozen and there was a question as to whether there was oil in the
  heating tank and if heat was properly maintained. The occupancy status was also
  in question.A request for additional
  information was sent to the insured on 2/5/24. The insured responded on 2/5/24
  advising she was in litigation with the tenants and did not have access to the
  property. She also indicated that the tenants were on a heating program (HEAP);
  however, no documentation was provided for the tenant’s status or the heating
  as requested.On 2/22/24, we spoke to
  the insured and again requested information needed to assist in determining
  coverage for this loss. These items included utility bills and heating invoices
  for the past 12 months, plumber’s invoice and copy of the lease. Also requested
  was a copy of the city violation regarding the trash that was filed against the
  insured.The insured filed the BBB
  complaint on 2/23/24.As of 2/24/24, the insured
  is being assisted by an attorney.Due to the pending
  coverage concerns, a reservation of rights was issued to the insured on
  2/26/24.While not all of the
  requested information has been received, the insured has submitted the tenant’s
  eviction notice along with additional documentation, that is currently under
  review.Once all of the requested documentation
  has been received, we will review for final coverage determination and move
  forward to resolve the claim.If there are any follow up
  questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-#### 

  Customer Answer

  Date: 03/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Mr. G********* Mentioned in the letter that the house was in poor condition, which was in accurate. Prior to the water damage the work needed were cosmetic repairs which was not substantial. Yes the tenants throughout all their junk in the yard which I had to clean up, that had nothing to do with the insurance claim. I have been an insured at Utica for a long time ( I think over 15 years). I’ve never had a claim before. The insurance company knows that this was a rental property and my policy states that.  At the time of the pipe burst I did not have possession of the property. The tenants fully moved out on February 1st. All that was relayed to Utica. I provided all of that information. I just need this claim to be approved and Utica to fair. This whole process is causing me immense stress. 
  Regards,
  
  ********** *********

  Business Response

  Date: 03/25/2024

  This letter is a follow up response to the above complaint
  filed by ********** *********.Below are the concerns
  noted in the insured’s follow up remarks. We have attempted to address each of these
  concerns based on the information at hand.House was not in poor condition, damage was cosmetic At the time of the inspection, this was the condition of the property as noted by the appraiser. Some rooms had holes in the walls and evidence of prior holes where repairs had been attempted. A photo sheet is attached and page 33/73, photos 65 and 66 are an example. Some of the flooring was also in poor condition as evidenced on page 34/73, photo 67 and page 36/73 photo 71.The tenants threw junk in the yard which is not related to the insurance claim While the “junk” in the yard is not specifically related to the claim, the insured received notice from the city of this condition. The date the insured was notified is important as it relates to the timeline to help establish when the insured knew, or should have known, that the tenants had moved out.The property is a rental property Utica is aware this is a rental property and this is not in dispute.Insured did not have possession of the property at the time of the pipe burst This area is pending as we are attempting to establish the timeline of events. The insured advised the she went to the property on 1/27/24 in response to a non-compliant notice of excessive debris received from the town of Babylon.We have requested a copy of the non-complaint notice from the insured to assist in establishing the timeline of events and we have not received it yet. This was requested again via email to the insured’s attorney on 3/19/24.Tenants moved out on 2/1/24Again, we have requested documentation to establish a complete timeline of events. Would like claim approved We will gladly move to resolve the claim once all requested documentation is received. As noted previously, a list of the pending information needed was sent to the insured’s attorney on 3/19/24.The cause of loss is
  frozen pipes due to lack of heat at the property. Once all of the requested documentation
  has been received, we will review for final coverage determination and move
  forward to resolve the claim.If there are any follow up
  questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-####

• Initial Complaint

  Date:10/31/2023

  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.

  On 7/27/23 I filed a claim with my insurance company pertaining to a stolen motorcycle. Over the course of the now three months, they have been giving me the runaway and exploring any loopholes that can prevent them from paying me out.
  
  I followed through with their requests which included signing a consent to speak with my attorney, as well as meeting with their Special Investor Unit. When I ask them the status of my claim they constantly tell me that they are unable to provide me with a date of completion.
  
  I continue to make monthly premium
  payments despite the vehicle not being in my possession and is listed as stolen with my local law enforcement agency as well as the DMV.
  
  I’m requesting that someone reaches out to them in order for them to provide me the update that I’m requesting. My concern is that they will continue to drag this out.
  
  Thank you.

  Business Response

  Date: 11/07/2023

  Good afternoon, Our Company provides the attached response for this complaint ID ********.  If you have any questions or require additional information, please contact me. Thank you, Kathleen P****** Compliance Analyst E-mail:  ************************************; Telephone:  ***** ********

• Initial Complaint

  Date:09/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing complaint against Utica National and ***** Group, Inc Insurance and against ******* ******** *** ********** Inc. I had been preparing to close on commercial property and had kept **** *****, Account Executive of ******* ******** * *********, Inc in loop on the progress of closing. As in normal course of business, sometimes closing gets delayed due to wide variety of reasons. The situation with my closing is no different. The actual close on the said property did not take place until August 30, 2023. Mr. ***** and Utica National and ***** Group had written the policy effective August 08, 2023 for whatever reason unknown to me. They refuse to change the effective date starting the actual close date of August 30, 2023. In spite of repeated requests, they would not change the effective date from August 8, 2023, to the actual close date of August 30, 2023. Utica National and ***** Group and ******* ******** * ********* have forced me to pay for the insurance for the property I did not own. *** ***** is a crook who is not only lazy but greedy. His interests are to earn his commission without really taking care of the need of his customers. I am requesting that the policy be made effective the actual close date of August 30, 2023, and the insurance company refund the funds of approximately $325 for the additional 23 days that I was overcharged. I have tried to resolve this directly with the company; however, they are unwilling to un-cooperate, hence I am left with no choice but to file this complaint.

  Business Response

  Date: 09/25/2023

  Good afternoon,

  The attached letter is provided in response to complaint file ********.  If you have any questions, or require additional information, please feel free to contact.

  Sincerely,
  

   

  Kathleen Penree

  Telephone:  (315) 734-2568

  [email protected]
  

  Customer Answer

  Date: 09/25/2023

  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. 
  Regards,
  
  ***** *****