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:02/01/2025

  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.

  My truck was damaged by hail in ******* in August 2024. My Insurance company is Intact Insurance and I have been with them for around 20 years. I have never had a claim before. From the minute I reported my hail damage, Intact has been a complete nightmare to deal with. I have dealt with so many people and that is a huge part of the problem. There has been no consistency and zero customer service. They wont let you speak with a manager. They will not fix my hail damage which contradicts what the adjuster they sent to my house told me. They undervalued my truck and will not settle on what it is truly worth. They expect me to run around and incur expenses which makes me wonder what I pay them for. They have done this to many people and someone needs to hold them accountable. Clearly they do not care about customer service or customer satisfaction. They have an obligation to fix my vehicle. That is why I pay insurance. This company is very poorly run and the people that work for them have no idea what theyre doing.

  Business Response

  Date: 06/01/2025

  
  The manager was in email communication with the customer
  The appraiser did not advise the customer that we would be repairing the vehicle, but that it needed to be confirmed.
  There was a Step 2 review and response.
  The $500 deductible has been waived a customer service gesture
  DRP is the correct method to reach a resolution
  The customer will be advised that he can proceed with DRP but cannot represent himself
  

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22744639
  
  I am rejecting this response because:

  The manager was not in contact with me. I asked to speak with a manager to file a complaint and all the girl on the phone said was that I could not speak with a manager and that it had to go through an escalation. This crazy woman named ******* ****** sent me a bunch of ridiculous emails and I tried to complain about it and no one did anything. 

  The adjuster that came to my house did say that my truck could be repaired with paintless dent repair and that only the glass in the mirrors would need to be replaced and not the whole mirror. Intact is a bunch of unprofessional liars and they are running a scam where they do not want to fix my vehicle and want to make me accept an under valued settlement and they have done this same thing to other people I know that were caught in the same hail storm. I do not want to hand over my vehicle, I want it fixed, which is what I pay them for. What a disgraceful and dishonest company. 

  They will not silence me or put words in my mouth! I ask the BBB to get me a proper complaint contact with a manager that I can speak with. 

  ******* ****** who sent me the last email is not a manager. She is a Claims Representative. So right there they have lied to the BBB. 

  What a pathetic company.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 14/01/2025

  A claims manager, ******* ******, was in email communication with the customer. 
  After this was escalated to Step 2, a Customer Relations Representative (***) attempted to speak to the customer on 2 occasions.  The *** left detailed voicemail messages which included their phone number and extension number with no call back.  The customer is welcome to call the *** at *************************.
  During the inspection of the vehicle, the appraiser suggested that the vehicle could be a total loss even if estimated with only PDR.  He also advised that due to the large amount of damage to the hood and roof that there may be a possibility of requiring paint.  He advised that it could be a total loss and that would have to be confirmed when he confirmed the value.
  Appraisal management has confirmed that the vehicle is not repairable and that the Actual Cash Value of $14,888.72 is fair market value.
  The Claims Manager, ****** ******* has provided the customer with the documentation to move forward with the settlement and the steps to proceed with the Dispute Resolution Process should he disagree.
  Section 519 of the Insurance Act provides the Dispute Resolution Process when there is a dispute between the insured and the insurer in matters such as this.       

• Initial Complaint

  Date:15/04/2024

  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.

  Intact insurance is my main insurer. I submitted a claim regarding water damage to my home from a plumbing leak. Intact has declined the claim and significantly increased my home insurance rate. I have had several contractors examine the damage and they are all in agreement that the claim is legitimate. I contacted by phone ************************* the claims representative responsible for my claim. He advised me that the first step in the dispute process would be an interview by an Intact person who would be contacting me me within 48 hours. This has not happened and it has been over 1 week since I spoke to him. In addition, ******************** is not responding to my phone calls. I believe that Intact insurance is behaving in both an unfair and unethical manner regarding my claim and needs to respond responsibly to me and fairly and honestly settle this claim.

  Business Response

  Date: 23/04/2024

  We have provided the customer with a final business decision email outlining our position. Based on our review of the claim, we find the coverage assessment to be correct. The plumber determined that the shower drain leaking in the master ensuite has been leaking for a long period of time causing significant structural damage. Photos provided by the contractor also show mould and rot which substantiates the decision made by the adjuster. As such, we would affirm the coverage decision made by Claims team regarding this matter. In our email the client, we have outlined the appropriate wordings to support the claim denial and provided the customer with the option to escalate further should they choose. 

  Customer Answer

  Date: 25/04/2024

   
  Complaint: 21577191
  
  I am rejecting this response because: I initially contacted a contractor because I noticed a widening gap forming between the wall trim and the floor in my master bathroom. My initial suspicion was that there was a foundation shift taking place. The contractor upon initial inspection was unable to determine any cause and asked for permission to open the wall in the garage to inspect. By doing so he was able to determine that a leaking drain from the master bathroom shower was the cause of structural damage. He offered to photograph his inspection for submission to my insurance company. I reiterate that the wall had to be opened to determine the cause of the observed slight shifting in the bathroom floor. In addition Intact insurance up until this response has not offered any detailed written assessment regarding their decision to deny the claim. Other contractors who have apprised the situation agree that there wasn't any observable indication of what was occurring without opening the wall.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 26/04/2024

  A final business decision email was provided to the customer on April 23rd, 2024. Based on the review of the file, we find the coverage assessment to be correct. The plumber determined that the shower drain leaking in the master ensuite has been leaking for a long period of time causing significant structural damage. Photos provided by the contractor also show mould and rot which substantiates the decision made by the ****************** If the customer still disagrees with our decision, we have provided him the information to escalate this matter to the Principal Ombudsman for the company as the last phase of our internal escalation process. They will review the file and provide a final company position in writing within 30 business days.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21577191
  
  I am rejecting this response because: As I stated previously, a gap in the bathroom woodwork was noticed and a contractor was retained to uncover the cause. According to the contractor there wasn't any external visible cause and that the wall would have to be opened up to determine what was occurring. Whereupon the leaky shower drain and the subsequent damage was discovered. The contractor photographically documented the damage and cause, and confirmed with his plumber. I have asked for copies of the damage report and documents regarding Intact's determination, and have only received phone calls and an email delineating a timeline of events which stated that my initial call to the contractor was regarding visible water stains. This is a fabrication by either the damage assessor or the company or both. The company also emailed me that they categorically den the claim. Prior to the gap noticed in the woodwork there was no way for me to know that there was a problem. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 02/05/2024

  
  The denial was based off on an expert Plumbing Inspection report and photos to support the long period of the leak occurring. The plumber Inspection report states Found shower drain leaking in master ensuite. Had been leaking for a long time causing significant structural damage underneath. The photos show evidence of water bleeding through the exterior showing stucco above the garage door on the house. A crack was noted in the stucco. The customer has been given the option to escalate this matter further if he wishes to do so.  It is not our intent to limit coverage available.  Interpretation of the policy is a complex process and decisions made by Claims staff are done so carefully and with great consideration of the consequences.  We do not take coverage denials lightly and while we regret the outcome is not a more positive one for you, we must remain consistent in our approach and interpretation of coverage to be fair to all customers.  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21577191
  
  I am rejecting this response because: Intact

  refuses to provide the plumbing and subcontracting damage assessor's reports. Because of the inaccuracies in what they state to the BBB. I reiterate, a contractor was retained after I noticed a shift in the bathroom woodwork. Not as Intact claims when they state that I noticed wall stains. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/12/2022

  Type:Product 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 have cancelled by condo insurance with Intact Insurance. I called them several times in ****************** 2022 to let them know. I only got an answering machine that told me that I couldn't leave a message about cancelling my policy on the answering machine. I finally reached the receptionist ***************************** on November 10, 2022 and she e-mailed me a form asking us to sign it and email it back to her. My husband and I thought that was the end of it. Since that time the Intact insurance has been ********* us for $97 for a cancelation fee. On November 28, 2022. I called the broker *********************** Insurance at ************ that is representing Intact Insurance. I spoke with an insurance agent named ************** asked why her company wanted $97 from us and I informed her that we aren't paying the $97 fee. Yesterday December 5, 2022 I received another demand from Intact insurance for the $97 they want from us. I just want Intact Insurance to drop the $97 fee and stop contacting me.

  Business Response

  Date: 07/12/2022

  
  Based on the issues disclosed by the customer, their concerns have already been resolved. Should they have further questions, we'd recommend they contact their broker. 

  Customer Answer

  Date: 07/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************