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Insurance Companies

QBE Insurance

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Complaints

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

Customer Complaints Summary

70 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/29/2025
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.
They continue charging me renters insurance despite my cancellation of it when I closed in my home purchase in 2024.
Business Response
Date: 05/01/2025

May 1, 2025

******* *********
Better Business Bureau of *********
***************************************************************************************************
***********************************************************************************

RE: Complaint ID: ********
Complainant: ***** *****
Policy Numbers: PRH6181554
Issuing Company: Praetorian Insurance Company

Dear Ms. **************************** letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ***** ***** (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian). After a thorough review of the policy and all associated records, Praetorian offers the following response.

On April 30, 2025, the insured sent in a written request to cancel his policy back to the date he moved from the insured addressed.

On May 1, 2025, the Praetorian cancelled the Policy effective June 4, 2024, as per the insured's request.

We believe that the handling of the policy and subsequent transactions has followed standard procedures. We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at *****************************************.

Respectfully submitted,

/s/ ******* Grizzle

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
**************************************************
Customer Answer
Date: 05/03/2025
[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.
It is also important to note that their setup & system are specifically designed to delay and deny cancellation; I communicated with their agent ***** ********* in March, and then provided the information proving I had exited the insured situation in 2024 via email with their agent.
Despite the obvious proof--and lack of cancellation by them--I then had to try again. After this ridiculous and frustrating lack of closure by them--resulting in ANOTHER undeserved insurance premium billing going to hit my credit card billing information, which their system would not let me in to eliminate--I then complained to them, the property management and to the BBB.
ONLY then did they execute cancellation of the policy.
In the interim, I was forced to turn off my credit card--with which I pay many different items--to prohibit them from taking ANOTHER premium payment which was undeserved.
Also worth noting that the property management--which required us to use this insurance--should be responsible to cancel it when a rental lease terminates--not make us find out over a year and two premium ******** later--that we are still paying for it and then go through this exercise.
So--I accept that they have finally cancelled the policy but have not received any indication if they are refunding the 2024 premium & going to cease attempting to collect the 2025 premium.
It would be helpful that they clearly and simply communicate back on both of those items.
if they do not, i will refile the complaint.
Regards,

***** *****
Initial Complaint
Date:04/17/2025
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 have a rental insurance agreement with Resident Shield and I have tried canceling for the last 2 months and they are refusing to cancel my policy. The man I have been in communication with has been no help. They said they need a new lease agreement and new utility bill at my new residence in order to cancel. I am moving in with family and I also don't believe that information is any of their business. Please advise. Here is the contact information for the man I have been conversing with:***** ******** | Customer Service Agent, ********************** Division ResidentShield - Insurance Division Toll Free: ************ **********************
Business Response
Date: 04/28/2025
April 26, 2025

******* *********
Better Business Bureau of *********
*********************************************************
***********************************************************************************

RE: Complaint ***********
Complainant: ***** ******
Policy Numbers: PRH6299579
Issuing Company: Praetorian Insurance Company
This letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ***** Halbig (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian). After a thorough review of the policy and all associated records, Praetorian offers the following response.
We do not have any records showing that the insured has reached out to our office to discuss canceling the policy. There are no notes reflecting a conversation or emails referencing a request. According to the insured's complaint, the insured only spoke to her insurance agent and unfortunately the request was never communicated to us.
The complaint did not reference a cancel date, and there are documents the insured needs to provide if they are requesting a backdated cancellation, as a result we have had a **************** Representative contact the insured directly to obtain the necessary information. Please be advised the insured has complied with the request and the cancellation has been processed.
We believe that the handling of the policy and subsequent transactions has followed standard procedures. We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at *****************************************.

Respectfully submitted,

/s/ ******* Grizzle

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
Initial Complaint
Date:04/14/2025
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.
QBE Insurance was my renter's insurance provider when I lived in ********, ** (roughly 2016 to 1/1/2020). When I was charged by them in 2021, I called to inform them that I had moved and no longer needed their policy (they did not provide coverage in *** where I was living). They told me they needed proof of me leaving my old apartment in order to cancel and refund me. I told them I was unable to provide this and to cancel. They said they would. They did not. I missed them charging me in 2022, and disputed their charges through Amex in 2023 and 2024, assuming that they would get the message: I will not pay for a service I am not receiving. When they charged me again this year I called and stayed on the phone with the agent (who again told me I needed proof of moving out of my Portland apartment) until I received the cancellation notice attached. It appears they then reported me to a debt collector. This practice is absurd and unethical.
Business Response
Date: 04/23/2025

One QBE Way
***********, *******; 53596
*********

April 18, 2025

******* *********
Better Business Bureau of *********
***************************************************************************************************
***********************************************************************************

RE: Complaint ***********
Complainant:***** *******
Policy Numbers:PRH5249179
Issuing Company:Praetorian Insurance Company

Dear Ms. *************************** letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ***** ******* (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian). After a thorough review of the policy and all associated records, we would like to provide clarification on the matter.

The policy in question was recently cancelled on February 5, 2025, with the effective cancellation date matching the insureds request. Our records include a note dated December 22, 2021, indicating that the insured contacted our company to inform us of a move planned for January 2022, indicating that they would call back with specific effective dated for cancellation.

Subsequently, a note from February 3, 2022, documents that the insured contacted us again and requested cancellation, even though the request was made more that 60 days the move. A cancellation form was sent to the inured at that time.

Additionally, a charge associated with this policy was disputed by the insured through American Express on February 27, 2025. That charge was refunded as a result of the dispute. As a result, a balance of $135.00 is currently outstanding on the account, reflecting the amount refunded via American Express. This balance was referred to collections on Aprill 2, 2025.

We have conducted a thorough search of our systems and were unable locate any emails or documentation form the insured providing proof to support a backdated cancellation. While we did note that the insureds mailing address was updated to reflect their move to ********, this update appears to have occurred at the time the policy was cancelled.

We believe that the handling of the policy and subsequent transactions, has followed standard procedures. We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at *****************************************.

Respectfully submitted,

/s/ ******* Grizzle

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
Fax: ************
**************************************************
Initial Complaint
Date:04/02/2025
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.
*** continues charging me renters insurance for a policy which has expired since 2016. I haven't lived at the building for 4 years but used another provider for the last several years I lived there. When I log into the online portal, it only shows this expired policy and nothing else, with no way to cancel. I have tried blocking them from making deductions through my bank but they somehow find a way to charge me anyways.Please make it stop. I estimate they owe me 1215$ for the recurring payments of $135 for the past 9 years.
Business Response
Date: 04/11/2025
April 11, 2025

******* *********
Better Business Bureau of *********
*********************************************************
***********************************************************************************

RE: Complaint ***********
Complainant:********* ********
Policy Numbers:PRH5012836, PRH5375626
Issuing Company:Praetorian Insurance Company

Dear Ms. *************************** letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ********* ******** (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian).

The insured has had two renters insurance policies with Praetorian. The first policy, policy number PRH5012836, was issued on February 5, 2014 and cancelled on February 5, 2015 at the insureds request. The insured then sought renters coverage under a new second policy, policy number PRH5375626, which was issued on March 20, 2017. A review of our records indicate Praetorian received only one request for cancellation of the second policy on April 2, 2025, when the insured called into customer service requesting a backdated cancellation.

During the April 2, 2025 call, the insured was advised that Praetorian was only able to backdate a cancellation for 24 months of coverage if valid proof of other coverage is provided. Without the proper proof, Praetorian would only be able to back date a cancellation for 60 days. The insured provided the required proof of other coverage and Praetorian back dated a 24-month cancellation of the second policy, PRH5375626. A refund in the amount of $386.00 was issued to the insured on April 9, 2025.

We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at *****************************************.

Respectfully submitted,

Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
Initial Complaint
Date:02/24/2025
Type:Service or Repair 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.
On Feb. 3 there was a fire at my resident. I contacted QBE and they proceeded to tell me that my address was incorrect on file. Since that moment I have been treated poorly and my things continue to sit in my condo, wet and smell like smoke. I still have the SAME EXACT policy and provided proof of residency since 10/2024 at ***'s requests. They proceeded to tell me I do not get my benefits that I PAID for and that I can ******* maybe. They have no called no showed me to meet at my house. Wasting time out of my workday (that they have NOT offered to compensate me for). I have tried to reach out to the supervisor and left messages and ****** NEVER returned by calls. QBE is so unprofessional at the time that I need them most. Stop trying to Scam me and pay my benefits. This is my last step before taking legal action. Do not have a person from *** to call me that doesn't know anything because I will simply advise at that time, you can speak to my lawyer from here on out.
Business Response
Date: 02/26/2025
The insured was contacted yesterday and today to discuss claim. The Claim was settled yesterday. A copy of the mandatory endorsement showing what we can allow up to ******** for personal property not located at the insured location.

The insured did not update her address to her new location so we were limited on what we could cover for her loss. She had no further questions after our call today.
This issue has been resolved.
Thank you!
QBE Claims Team

Customer Answer
Date: 02/27/2025
[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 will be pursuing legal counsel and will not personally contact the business ever again and will be canceling my policy.

Regards,

******* ******
Initial Complaint
Date:12/06/2024
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.
QBE insurance has been charging me for 14 months now for renters insurance for a place I do not live in. And the policy is a duplicate so I am being charged twice. I have called multiple times to ask them to cancel both policies
Business Response
Date: 12/17/2024
This issue has been resolved. A customer service representative reached out the insured to assist with the cancellation and the refund.
Thank you!
******* *******/Senior Complaint Analyst
Legal,Regulatory Compliance | North America

Website
LinkedIn
********
Initial Complaint
Date:11/22/2024
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.
On 5/11/24 I had a theft. After providing proof of purchase to the insurance company. Next, my case was sent to *** investigation service. *** took 5 months to investigate and prolonged my claim and dropped the ball several times. Now *** finished their investigation and *** is claiming now they are making a determination which is now taking several weeks. I have not been paid for the burglary and *** did and investigation 6 month after burglary. ******* nor Kedge can give me a time line when my claim will be paid out.
Business Response
Date: 12/04/2024
December 3, 2024
BBB of *********
Attn: ****** *.
****************************************************************************************************
RE: Your file number: ********
Complainant: ***** *****
Claim number: *************
Loss date: 05/10/2024
Policy number: PHP2782318
Insured name: ***** *****
Insurance company: Praetorian Insurance Company
NAIC number: *****
Dear ****** B:
We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America, which
issued Policy No. PHP2782318 to ***** ***** for the period 06/20/2023 06/20/2024 (the Policy). *** is a
claims administrator for the above-listed insurance company and is handling the above-captioned matter on its
behalf.
The purpose of this letter is to respond to the BBB of Wisconsin Complaint dated 11/22/2024 regarding a theft of
personal property (the Claim) under the Policy. We value our customers and appreciate their business. We will
do our very best to address the issues and concerns raised in the complaint.
As mentioned in the complaint, Ms. ***** reported a theft on May 13, 2024, with a date of loss on May 10, 2024.
After receiving notification of the loss, ***** *******, the desk adjuster, contacted Ms. ***** to discuss the
details of the purported theft. During the preliminary investigation, Ms. ***** provided photos and receipts of the
missing possessions. To authenticate the submitted items, we engaged ******************** (VRC) to assist in
the investigation.
During the investigation, Ms. ***** provided photos and receipts of the missing possessions. Due to
inconsistency the facts of loss presented by the insured, *** was retained to assist in the investigation. After
further review of the documentation provided by the police department, it was determined that additional
investigation was needed. This investigation also includes the authentication of proof of ownership provided by
the insured.
The claim is currently under review for coverage determination. We understand the insureds desire to resolve
the claim. We are working diligently to review all facts relevant to the claim and provide a conclusion as quickly
as possible.
It is important to us that our customers be satisfied with our claim service. If you have any questions after reading
this letter, please contact me so that any additional concerns can be addressed.
Sincerely,
***** *******
Claims Supervisor, Property
Direct: *********************
E-mail: *****************************************
Initial Complaint
Date:11/17/2024
Type:Sales and Advertising 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.
-Renters insurance:-Account number: ********** -Policy number: ********** - Dates of service: June 29, 2024 to July 29, 2024 - Various cancel request calls made on dates 7/23, 7/27, 7/29. Was informed each time that policy had been cancelled and no further billing would happen.-Email request asking for written confirmation of cancellation and no further charges. -Credit card billed 8/1/2024. Numerous calls revealed that they had received cancellation request and that the charges should not have happened. -There was no refund promised by vendor.- There was no credit promised by vendor.-After many fruitless attempts at resolution, I filed a dispute with my bank and credit card company. -After thorough investigation, dispute was ruled in my favor and refund was processed in full for $23:36.- The renters insurance is for coverage for my apartment.-On 11/17/2024, I received a letter insisting that I make payments according to the listed installment schedule (08/2024, 11/2024, 12/2024).-I do NOT owe QBE any money and my balance should be ZERO. I will not be making any payments.-I request that *** delete the fraudulent charges from my account. -Also, I request that QBE stop sending me bills when no service were rendered. This is harassment and is unlawful. -Additionally, I request that *** is prohibited from sending fraudulent bill to any collections agency so as to not negatively impact my credit.-I request that *** put my account on the Do Not Call list. I also REFUSE for *** to sell or share my information to any persons or entity including collections agencies.Please help me find a resolution because *** is fraudulent and attempting to intimidate me.
Business Response
Date: 11/26/2024
November 25, 2024

****** *.
Better Business Bureau of *********
***************************************************************************************************
********************************************************************************

            RE:     Complaint ID:             22568608
                        Complainant:              ****** Onyimadu
                       Policy Numbers:         PRH5749564
                       Issuing Company:       Praetorian Insurance Company

Dear ****** *.:

This letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ****** Onyimadu (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian).

On July 31, 2024, Praetorian received an email from the insured requesting the cancellation of renters policy number PRH5749564, to be effective as of July 27, 2024. Praetorian processed the cancellation as requested by the insured. On August ******, a representative from Praetorian contacted the insured to discuss the billing status on her account. While $186.72 was owed for coverage provided from December 23, 2023 to July 27, 2024, the insured had paid a total of $163.36. As noted by the insured, her final installment payment of $23.36 was not applied to the policy because she disputed that charge via her credit card issuer.

On August 8, 2024, Praetorian issued the insured a refund check in the amount of $10.72, representing the portion of the final installment that would have been due back to the insured as a result of her early cancellation (had she paid her final installment). Since the insured did not pay the final installment, Praetorian issued a stop payment on the check. Instead, the $10.72 refund will be applied against the insureds balance of $23.36, leaving $12.64 now due to Praetorian.

We have rebilled the insured for $12.64,as this amount remains owed for coverage provided to the insured. A Praetorian representative has contacted the insured to explain this and answer any questions.

We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at ********************************

Respectfully submitted,

/s/ ******* *******

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
Fax: ************
**************************************************
Customer Answer
Date: 11/26/2024
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.

[Please provide said call logs. Every statement by QBE is incorrect. My card was on file and was being auto-charged. As stated, numerous cancellation calls were made and the email sent to get a written confirmation. Subsequent to the bill, numerous calls have been made with each agent citing a different reason for the charge. I requested a call from a supervisor and I am yet to receive one.

As stated, I am happy to continue and escalate the dispute till I receive an acceptable resolution. I maintain that the bill and charge were fraudulent.

Regards,

****** Onyimadu
Business Response
Date: 12/06/2024
December 6, 2024

****** *.
Better Business Bureau of *********
*********************************************************
********************************************************************************

            RE:     Complaint ID:             22568608
                        Complainant:              ****** Onyimadu
                       Policy Numbers:         PRH5749564
                       Issuing Company:       Praetorian Insurance Company

Dear ****** *.:

This letter is in response to the above-referenced follow-up inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ****** Onyimadu (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian). We disagree with the insureds follow-up comments, and Praetorian stands by its previously submitted response to the complaint. However,in an effort to resolve this matter, Praetorian will discontinue collection efforts on this account. We hope that this resolves the issue to the insureds satisfaction.

We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at ********************************

Respectfully submitted,

/s/ ******* *******

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
************
Fax: ************
**************************************************
Customer Answer
Date: 12/07/2024
[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 would like confirmation that in addition to ceasing collections attempts, that my account balance with QBE is cleared to zero to indicate that I do not owe anything.

Regards,

****** Onyimadu
Initial Complaint
Date:11/13/2024
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.
My lease ended July 3rd of 2024. *** has continued to charge me $22.17 a month from July to the present. This means they have taken 5 months worth of insurance payments out of my checking account. When I noticed they had continued making payments I was told to submit this email response with information:Thank you for contacting our *********************** regarding the cancellation of your QBE insurance policy. PLEASE READ ALL SECTIONS OF THIS MESSAGE. To process your cancellation request, please reply to this email by completing all sections of the Cancellation Request Form, below, and provide supporting documentation, if appropriate. Please ensure that your most up-to-date mailing address is included to expedite the cancellation process. *Please note this email response will serve as your electronic signature and authorizes QBE to cancel your policy as of the effective date requested at 12:01am. Once we receive and process your cancellation request should you need coverage in the future you will need to apply for a new policy. Cancellation Request Form Policy Number: PRH6075051 Cancellation Effective Date: MM/DD/YYYY *the cancellation effective date should match your lease-end date, the date other coverage was secured, or the date of the home sale Cancel the above referenced policy due to the following reason (type an X for appropriate reason): ____ Coverage has been replaced ____ Property has been sold ____ Moved out of Premises Mailing address for cancellation confirmation (to be received within 10 days) and prorated invoice or refund check (to be received within 30 days).Multiple times I replied with the only information available to me which was my lease. I was told by one person this would be sufficient. Since moving out in July I have not had a permanent address to submit other documents confirming I no longer reside at *************. I was told by my landlords my lease would suffice for cancellation. *** continues to steal money!
Business Response
Date: 11/22/2024
                                                                                                                       One QBE Way
                                                                                                                                                ***********, *******; 53596
                                                                                                                                                *********

November 21, 2024

****** *.
Better Business Bureau of *********
***************************************************************************************************
********************************************************************************

            RE:     Complaint ID:             22553632
                        Complainant:              ***** ****
                       Policy Numbers:         PRH6075051
                       Issuing Company:       Praetorian Insurance Company

Dear ****** *.:

This letter is in response to the above-referenced inquiry from the Better Business Bureau of Wisconsin (Bureau) sent on behalf of ***** **** (the insured) regarding a renters insurance policy issued by Praetorian Insurance Company (Praetorian).

On September 5, 2024, Praetorian received a call from the insured requesting the cancellation of renters policy number PRH6075051, to be effective July 4, 2024. The insured was advised at that time we could only backdate cancel a policy up to sixty days, which would have been July 7, 2024, without a copy of a current lease agreement from the new residence. A cancellation form was sent to the insured that same day. On October 4, 2024, the insured sent in the completed cancel form along with their lease agreement for the insured property dated July ******, through July 3, 2024. The insured indicated that she moved out of the insured property at the end of the lease. The cancellation request was unable to be processed as the documentation provided did not meet company requirements to process a backdated cancellation. On October 9, 2024, A representative from Praetorian attempted to contact the insured to advise that a copy of the new property lease would be needed to back date the cancellation, the old/expired lease is not sufficient. The insured called Praetorian on October 9, 2024 to advise that she would not be able to provide a new leasing agreement as she no longer resides in an apartment. Praetorian attempted to contact the insured on October 16, 2024 to discuss options and left a message for a return call. No communication had been received from the insured until the receipt of this correspondence.

Please be advised that it is our company protocol to require the insured provide their current lease agreement showing they are living in a different location, or a statement from their prior apartment management showing they moved out of the insured residence if an insured is attempting to backdate the cancellation of a policy more than sixty days. An expired lease agreement is only sufficient up to sixty days of backdating the cancellation. It has been explained to the insured on multiple occasions that we are able to back date the cancellation up to sixty days,making the effective cancellation date July 7, 2024 without the proper documentation. However, without a new lease agreement or a statement from their prior apartment manager, we would not be able to cancel back to July 4, 2024,per or company protocol.

We appreciate the opportunity to address the Bureaus inquiry. Should you have any additional questions, please do not hesitate to contact the undersigned at the number and email below, or our complaint department at ********************************

Respectfully submitted,

/s/ ******* *******

******* *******
Senior Complaint Analyst
Legal, Regulatory and Compliance
QBE North America
************
Fax: ************
**************************************************
Initial Complaint
Date:10/16/2024
Type:Service or Repair 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 filed a claim to this home insurance company for my roof damage in the storm in January 2024 . I have all the information and sending to my adjuster. He work on the case. And the first check my bank wont let me deposit it so we try to work through together and try to solve problems. And 8 months I still dont get my check and they change to a different adjuster because that adjuster quit the job. Now the Second adjuster work on my case for 2 months and tell me he have everything he needs and will try to get the check for me and asked me to call him next week to confirm. So I did call the next week and the company told me that adjust a quick again and another adjuster will handle my case. After 10 months waiting I still havent get my check! I dont get it!!!
Business Response
Date: 10/24/2024
October 23, 2024
BBB of *********
**********************************************************
*******************
********************************************************************************
Re: Your file number: ********
Complainant: *** **** ***
Claim number: *************
Loss date: 11/20/2023
Policy number: PHP2995786
Insured name: *** **** ***
Insurance company: Praetorian Insurance Company
NAIC number: *****
Dear ****** B,
We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
which issued Policy No. PHP2995786 to *** **** *** for the period 10/18/2023 to 10/18/2024 (the
Policy). Please be advised that *** is a claims administrator for the above listed insurance company
and MSI is handling the above captioned matter on its behalf.
The purpose of this letter is to respond to the Better Business Bureau Complaint dated October 16, 2024,
regarding a hail damage claim to the insureds roof with interior water damage to a bedroom (the Claim)
under the Policy.
We value our customers and appreciate their business. We will do our very best to address the issues and
concerns raised in the complaint letter. We understand there have been issues with the checks,
preventing the checks from being cashed.
In considering the BBB complaint, we have reviewed the Policy and the listed deductibles that apply. The
Policy offers $767,000 for Coverage A (Dwelling); $76,700 for ***************** Structures) and carries a
$1,000.00 deductible.
We understand there have been issues with the checks being issued correctly, which stemmed from the
incorrect mortgage company being listed on the policy. We did not receive a request to update the
mortgagee until payments had already been issued.
The original check that was issued on 4/19/2024 in the amount of $11,861.64, could not be deposited due
to the mortgagee branch number being listed. A stop payment was requested, and the check was
reissued. On 7/9/2024 *** **** *** notified us the second check was never received. The adjuster ****
**** intended to issue a stop payment; however, this was not requested due to error, and an additional
check was never issued.
On 7/22/2024 we received the final invoice for repairs and issued a payment for the depreciation in the
amount of $2,760.37.
Page 2 of 2
On 9/6/2024 adjuster ******* ******* spoke with insured *** **** *** and she explained that she had
not received the checks. Adjuster ******* ******* requested a stop payment on both checks and advised
*** **** *** that the policy still had ***** Fargo listed as the mortgagee. *** **** *** advised there was
a mistake, and she was working with her agent to correct the policy.
On 10/16/2024 Team Lead **** ****** spoke with *** **** *** and verified the policy had been updated
to remove the mortgage company and she reissued the payments. *** **** *** expressed appreciation
and had no further questions.
It is important to us that our customers are satisfied with our claim service. If you have any questions after
reading this letter, please contact me so that any additional concerns can be addressed.
Sincerely,
**** ******
Team Lead
Direct: ************************
E-mail: **********************
Customer Answer
Date: 10/25/2024
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,its because after I filed my case in the beginning it was fine with the whole process, I think its after April I start having trouble to connect with the adjuster. Something I call and leave many messages. The answer always is leave a message or send a email the adjuster will call me back. I try to call 3,4 time a week still dont get to talk to the adjusters. Thats why my case its been delayed and delayed!!!! I cant get contact with my adjuster, and always told me the check has been send . But I never received it. On the September they told me that adjuster quit the job let the difference adjust work on my case. So I have to start over to explain the whole story and send all the information. The second adjuster Apologize to me and told me work on my case as soon as possible. And after he had all the information and told me he will send a check for me. Ask me call back next week to confirm with him. So I did . I waited and call back next week. The company told me he dont work there anymore. Try to find a other adjuster for me. Next days the supervisor call me told me they will send out the check for me on the 16th. Until today 24th still havent received my check!!!

Regards,

Yun **** ***
Business Response
Date: 11/04/2024
November 4, 2024
BBB of *********
**********************************************************
*******************
********************************************************************************
Re: Your file number: ********
Complainant: *** **** ***
Claim number: *************
Loss date: 11/20/2023
Policy number: PHP2995786
Insured name: *** **** ***
Insurance company: Praetorian Insurance Company
NAIC number: *****
Dear ****** B,
We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
which issued Policy No. PHP2995786 to *** **** *** for the period 10/18/2023 to 10/18/2024 (the
Policy). Please be advised that *** is a claims administrator for the above-listed insurance company
and MSI is handling the above-captioned matter on its behalf.
The purpose of this letter is to respond to the Better Business Bureau Complaint follow up dated October
25, 2024, regarding a hail damage claim to the insureds roof with interior water damage to a bedroom (the
Claim) under the Policy.
We value our customers and appreciate their business. We will do our very best to address the issues and
concerns raised in the complaint letter. We understand there have been issues with the checks,
preventing the checks from being cashed. On 11/1/2024 Team lead ******* ********* spoke with insured
*** **** *** and confirmed she received the re-issued check. Additionally, we received verification from
the bank that the check issued on 10/17/2024, in the amount of $14,622.01, was deposited on 10/30/2024
and shows a status of cashed.
It is important to us that our customers are satisfied with our claim service. If you have any questions after
reading this letter, please contact me so that any additional concerns can be addressed.
Sincerely,
**** ******
Team Lead
Direct: ************************
E-mail: **********************
Customer Answer
Date: 11/07/2024
[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,

Yun **** ***

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