Complaints

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:05/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ******/**************************************************************************************************************** ************ ************************ To Whom It May Concern:I am writing to file a formal complaint against Coterie Insurance regarding their handling of our property damage claim following a fire at our business located at ****************************************. Coterie Insurance has been our provider for over two years.The incident occurred on February 16, 2025, and we promptly filed our claim. As of today, May 21, 2025, it has been over 90 days since the fire, and we have yet to receive any monetary compensation to begin renovations for our business, which has been operating for over 60 years.Our primary concern stems from the lack of communication and prolongation of the claim settlement process by Coterie Insurance, specifically with their Senior Property Claim Specialist. We have provided all necessary documentation, including the fire report and detailed assessments of our losses. However, they are consistently unreachable, often taking weeks to respond to even simple questions. This level of unresponsiveness is unacceptable, especially given that timely communication is a core service expected from an insurance provider.On May 1, 2025, Coterie Insurance offered a compensation amount and stated it would be paid within 10 business days. However, this payment has been repeatedly delayed with various excuses. This continuous postponement and the general lack of accurate updates from them are causing significant hardship and preventing us from initiating crucial recovery and rebuilding efforts.We urge the Better Business Bureau to investigate this matter thoroughly. We seek a prompt resolution to our claim, including immediate disbursement of the promised compensation and improved communication from Coterie Insurance to ensure a timely and fair settlement.Thank you for your time and attention to this critical issue.Sincerely,**** ******

  

  Business Response

  Date: 05/30/2025

  We appreciate the opportunity to respond to the customer’s concerns. While we understand the frustration that can accompany a loss of this magnitude, we respectfully disagree with the suggestion that there has been any undue delay. Our team has conducted a thorough and timely investigation of the total fire loss, fully in line with applicable laws and policy provisions. 

  
  First notice of loss was received on February 17, 2025. We acknowledged receipt of the claim, made initial contact with the insured’s public adjuster, and initiated our claim investigation by February 19, 2025. Over the next two months, we worked with an independent appraisal company and an independent CPA firm to gather documentation and fully investigate the insured’s fire loss. On May 6, 2025, we began the process of requesting the funds necessary to pay the insured’s building property damage claim. On May 22, 2025, the requested funds were received, and we issued payment of $373,924.06 for the insured building property damage claim. 

  
  To date, we await additional documentation from the insured in support of their business personal property damage and loss of business income claims. As we receive additional information, we will continue to investigate and resolve the claim expediently. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23360687, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  We appreciate the prompt response to this matter; however, we respectfully disagree with Coterie's conclusions. 
  
  After filing our claim, we expected to meet with Coterie's adjuster, but instead, we met an independent contractor who could not enter the building due to safety concerns. He assured us he would report back, but we only received a follow-up email in mid-March. When the contractor returned, his assessment lasted only 15 minutes, as he felt unsafe. We repeatedly tried to contact the Coterie adjuster without any clear communication. Additionally, our requests for a courtesy advance went unanswered. In early April, we hired an independent appraiser, who provided a report on 4/12. To our surprise, we later learned that the independent contractor hired by Coterie was the appraiser, having conducted only a minimal inspection. On 5/1, we received his estimate, which was based on our photos and an estimate that was modified without proper assessment. The lack of thorough evaluation and communication is unacceptable. According to his email, the entry date was 3/9, but we did not receive this information until 5/1. I find this completely unacceptable, especially since he did not conduct a thorough professional assessment of the building. 
  
  Please let us know if you need any further emails regarding this matter. Thank you again for your assistance.
  
  
  
  Regards,
  
  
  
  Omar Khalil

  

  Business Response

  Date: 06/25/2025

  Coterie maintains that we completed a thorough and timely investigation of Mr. Khalil's building property damage, through the use of an independent appraiser, and in coordination with his public adjuster.  

  On May 28, 2025, Mr. Khalil's public adjuster acknowledged receipt of our settlement payment for the building property claim, confirmed the amount was not in dispute, and advised they were working to provide an inventory of damages for Mr. Khalil's business personal property claim. We have not received this information to date. 

  Coterie continues to investigate Mr. Khalil's loss of business income claim through an independent CPA firm and in coordination with his public adjuster. On June 18, 2025, we provided our loss of income settlement payment outline to Mr. Khalil's adjuster for review and await their response.  

  Upon receipt of Mr. Khalil's inventory of damages for his business personal property claim, we will review. We remain committed to ensuring that all claims are investigated and adjusted in compliance with applicable law and consistent with policy terms and limitations. 

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23360687, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  We would like to know the name and the date when your independent appraiser did his thorough assessment of the property because the one that did come did not walk more than 5 feet in, as the only person who has been through the property was the fire investigator.
  
  After several weeks of delays, we finally received a portion of the building claim. The week before receiving that check, we also notified Coterie of the remaining balance. We accepted that payment as an advance, given that they haven’t responded to our request. 
  
  We will be submitting our inventory and personal loss documentation shortly. The delay is a result of Coterie's lack of communication. It seems they are attempting to bully us and take advantage of our situation. A brief investigation into Coterie Insurance will confirm my statements. 
  
  The offered settlement for loss of income further exemplifies Coterie's bullying tactics and lack of concern for our situation. No insurance carrier in the United States would make the offer Coterie has presented, especially after a proper appraisal and assessment. 
  
  Coterie's approach seems aimed at pressuring us into submission. We will be pursuing legal action, reporting them to the state, and requesting an appraisal. All lies and misinformation are documented through emails and the paperwork we have received from Coterie.
  
  
  
  Regards,
  
  
  
  Omar Khalil