ComplaintsforSGI (Saskatchewan Government Insurance)

• Initial Complaint

  19/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April I found a condo I wanted to purchase, so made preparations for property insurance, and decided on SGI. I paid in full for the year April 29th through e-transfer for a policy that didn't start until June 13th. Sometime in may I get an email from the SAME PERSON who sent my my receipt saying I had a payment due. I responded to her with my receipt pointing out she was the one who confirmed payment. She assured me it's been paid, and I went about my day. Mid June I get someone call me, telling me I haven't made my payment. I email them the receipt and link them to the email chain I had with the first person. Again, I was told everything was sorted on the phone, and I went about my day. July 8th, I get an email telling me my policy was cancelled for late payment, and was charged a $** cancellation fee. I try to call into SGI, person on the line refuses to help me and claims the policy number I read out to him from the mail I got doesn't have my name on it (by the way, the first connection I made hung up on me without saying anything!) So what do I want? A full refund on the $******, and proof that the cancellation fee is waived. Based on the track record I've demonstrated, they'll send this in collections and act confused about what has transpired. ******** ** *** ****** ** ** ******* *** **** ** ******** ** ******** ****** ******** ** ** *** ***** *** *** ************ ****** *** ****** ****** ** *** ************ ******* 

  Customer response

  19/07/2024

  Hello! 
  

  thank you for the swift response. The business has reinstated my insurance and given me physical proof of this. I will take that as a resolution. 
  

  No other action is required by them. 

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had started a claim with SGI back on June 1st and have yet to reach a resolution. I had a vehicle that was damaged by taking on water during the rainstorm at the start of June. I managed to get my car to *** on June 2nd where the dealership did an inspection and told me the cost to address what they found. I then contacted SGI as it was an estimate for a substantial amount. My claim was opened, and my car was towed to SGI for "inspection". My car was not reviewed until June 12th. My car sat for 10 days that had a mechanical issue due to water. The SGI Inspection consisted of removing the air filter which sat in a bay for 10 days and that was the extent of the inspection. I asked my SGI contact, why no oil was drained or some internal inspection performed. They advised me that they are not Mechanics. If you didn’t have a qualified person perform the inspection, how are you rendering an informed decision on an internal mechanical issue of my vehicle? They then asked me to select a service mechanic to inspect my vehicle. Which was where I took it at the very onset of the issue who had already analyzed the problem and explained it to SGI. SGI asked *** to take photos, draw oil, and send them over as evidence. Why was this not done by their inspectors when it arrived? This process started 45 days ago. What has been going on since? My car has been sitting outside and festering in the heat. As I mentioned I moved, so I had to stop and collect a few items from my car and when I opened the door it smelled musty. So that tells me dirty water entered the car and dampened the carpet on the floor. SGI is pushing back against *** and their analysis which was given to them immediately. SGI asked for the vehicle to be inspected by an outside service department, but they are not heeding their advice. SGI has received the oil and photos and have still not responded a week later. It has now been 45 days on something that has a simple solution. Heed the advice of the subject experts.

  

  Business response

  25/07/2023

  This customer's email to the BBB was also sent to the Manager of the claims branch on July 14, 2023. I spoke with the Manager today and confirmed that both he and the supervisor of the claims branch are aware of this customer's concerns and have been in contact with him to clarify some details of his complaint and move the claim forward. The Manager had called the customer on July 24, 2023 and left a message for him to call back so they can further discuss the process required for this claim and the next steps. The customer has not returned the call as of yet. The Manager also sent an email to the customer yesterday to request additional information and assure him that he will review and discuss the claim further with the supervisor this week. It appears that proper process is being followed to confirm coverage and the extent of damages to his vehicle. The Manager advised they will continue to work with the customer to address his concerns and try to move the claim forward to a resolution. 

• Initial Complaint

  14/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SGI is now pushing the investigation even longer. Asking for personal information on days the accident did not even occur. This is a breach of privacy. And insurance companies have 15 days to investigate a claim why does sgi get over a month?

  

  Business response

  16/06/2023

  Fair Practices Office has attempted contact with the complainant several times, also leaving a voicemail, in order to discuss this further. Now that an email address has been provided, we will also send an email to iinitiate contact. We are unsure of which claim you are referencing, but based on the attachment sent, it would appear this claim is currently being handled by SGI's Special Investigations Unit. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sgi is taking forever with their investigation. They are keeping my friends and I short a vehicle not giving us all information and options available to us we have had to do everything with no help from them.

  

  Business response

  07/06/2023

  SGI's Fair Practices Office is corresponding directly with the complainant.   

  Customer response

  08/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response js satisfactory for now. Until the problem is actually solved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  27/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were the victim of a home break-in. There was a smashed patio window/door for entry and some other damage. Theft was primarily jewelry. I was unhappy with our experience with the Adjuster. What you never want in an insurance company is a company that happily receives the premiums but puts up roadblocks when it’s time to collect on a claim. Step 1 in their process is to immediately harp on the fact that your premiums will go up if you make a claim. That is their right but that’s the first thing they talk about instead of acknowledging the loss and expressing their support. Step 2 is to emphatically tell you that jewelry isn’t fully covered (true), implying that it’s not worth your while to make a claim. If you keep digging they’ll eventually tell you what your specific cap is, but then downplay the prospect of a successful claim. Step 3 is to tell you that, even for low value jewelry, that even purchase receipts are not enough proof of value… you need two (2!) appraisals, at your expense, of jewelry that you no longer have in order for them to even consider the claim. “It’s simply our process”. Imagine if you had a $500 item of jewelry and you needed to pay 2x$150=$300 for appraisals to submit a claim, netting you $200 if the claim is accepted. Makes sense? And you can forget about any proactive, practical suggestions about how one would actually go about satisfying this requirement. “Here are the forms” is their level of customer service. Basically the insurance isn’t worth the paper it’s written on because of the hurdles they put in front of you, including automatically increased future premiums (used as a claims management tactic) plus a high-hassle claims process with no support other than sending you the forms. And don’t get me started about the demand for an additional premium payment that I received a few weeks before, following a home inspection. Zero communication other than a new time-sensitive demand for more money without context or communication. Surely better is possible.

  

  Business response

  30/03/2023

  Claims supervisor has since reviewed file and reached out to customer to go through file appropriately and to further explain the proper processes. Appears customer and claims supervisor are now working together to solve issues and move to acceptable solution.  

• Initial Complaint

  13/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At a Parkade, my car was smashed into. That was a concern, but SGI significantly worsens the stress. I scheduled a claim with SGI for February 28, 2023, at the Northwest location. Later, I learned via email that the original date had been changed to February 9th, 2023 without my consent. Additionally, the site of the damage assessment was changed to the East Claim Centre. Since I had the original appointment date documented, I was a little apprehensive. I called them and asked why this date would of changed without my knowledge. They gave the impression that I arranged for this date. This was not the case, but I made a new reservation for Saturday, February 11, 2023, at 1:50 at the Northwest which is more convenient. Damage was done to the driver's door handle, the passenger door, the rack, and the Thule box. On the appointment date the accessor took pictures of the car without paying particular attention to the damaged region including the prying that occurred at the driver door. His few remarks were strategically discouraging, indicating the car was of little value, and that the Thule rack and box were not protected by auto insurance. He questioned me over a prior insurance claim that I settled for cash, and the car being a rebuilt one. He was also curious as to where the earlier damage had occurred. The damage assessor came across as being very one sided by undermining value, and doing sketchy work. He told me that I arranged another appointment set for 2:10 PM the same day for determining the value of the car. Once more I did not, I was not told about this second appointment and unaware of its purpose. He claimed it had to do with how much the car was worth. How is it possible for SGI to schedule appointments, change existing appointments without consent? SGI's unethical behavior and lack of respect infuriates me. It needs to be looked into. Maybe someone is hacking into there computers or is some people within this organization running a scam? There is obviously something wrong. I feel mistreated, uninformed, and my rights and autonomy are not honoured. I requested of the claims accessor for an estimate, and he had me wait for about 15 minutes and did not provide it to me. I pressed him and demanded of him to provide the estimate of damage, but he refused. When I raised my voice stated I wasn't leaving until i recieved it, he pointed at the garage door and said go and rolled up the garage door.

  

  Business response

  21/02/2023

  Customer estimate not provided at time of appointment due to valuation being completed, customer needed to speak with adjuster. Thule tool box was not present at time of estimate to be added for damages. Rebooking completed to ensure proper date and location for customer. Claims has since been in contact with customer to discuss details further. 

  Customer response

  21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Regarding the damage assessment, there has been communication of conflicting information. On the day of the inspection, I patiently awaited the assessment that the assessor had promised to give me. I  waited fifteen minutes and the assessor came back empty handed. Refusing to provide his assessment. The report, which was delayed, revealed that he neglected to note prying damage and possibly other  damage as well. This can necessitate more work or an expensive door replacement. It was clear. Object values don't seem to be a major concern for SGI. Can we trust them to calculate the harm and to see value accurately? No attempt was made to find out about values such as a a purchased 45,000 kilometer engine, and planned new clutch replacement to address clutch water damage from a previous storm.
  

  

  Business response

  23/02/2023

  SGI customers can book their own appraisal appointment from the e-claim site. Vehicles that are 8 years old are required to be booked for 2 appointments as there is more potential for the damages to be greater than the vehicle value. This means the vehicle would be a “total loss” and a valuation done. To obtain an accurate valuation, additional time is needed for the appraiser to gather information, photos and ask questions about the vehicle. The e-claim system does not allow a customer to book 2 appraisal appointments, only one, so the date and times of the customer’s appointment needs to be changed. The adjuster will try to phone the customer but if they are not successful, an email is sent with the information. The appraisal estimate is for vehicle damage only. Attached items like roof racks, water tanks, tool boxes, etc. are handled by the adjuster. The usual method of calculation is based on the purchase invoice less depreciation. SGI and auto body shops have a partnership that allows accredited shops to get the estimate from a shared program. The Appraisal department no longer prints the estimate for the customer, however, a customer can request a copy from the adjuster if coverage is in order. This relationship allows the body shop to see and advise if there are additional damages. This helps to keep the claim moving forward for the customer and prevents delays in waiting for an appraiser to go out and review any new damages. If the vehicle valuation is greater than the cost of repairs, then no further information is obtained regarding the value. If the information indicates the repair cost is lower, the vehicle is repaired. 

• Initial Complaint

  29/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The school resource officer and vice principal called my mother regarding a incident at school on Dec.19 making false accusations of me. At the end of January I had a phone interview about my driving record (1 at fault accident Mar.2021) at the time I was unaware it was in regards to that incident. The situation was illegal/very dangerous (b&E,weapons)on the part of others involved. I tried to quickly remove myself from the situation to find out that the RO and VP recorded the situation, did not offer assistance. The agent said I might receive a letter from SGI. The agent told the RO my statement and the the RO came to my house to ask me why I told SGI what I did, and said I had to do a report so she could investigate it. (it was never investigated) The RO issued a ticket for driving without care of others. I was not given the proper info when I was presented my ticket or from SGI. I was advised to dispute it at my court date(May 25) and at the traffic board if necessary. Months went by I didn't hear anything until the beginning of May, I received a letter from SGI giving me 5 days to complete driver improvement or my license would be suspended (referencing a letter in February that I did not receive). When I called the agent acknowledged a note that I did not receive the letter& I could not appeal to the traffic board till I did the course. I was referred to **** **** for instruction, she refused to give me the course when my mom made reference to reason in the memo of etransfer. This raised a lot of suspicions/ concerns. My mom started contacting people to investigate/ to make inquiries, she was referred to the fairness board who refused to hear any concerns until after my court date, even thought they agreed court was not relevant to SGI concerns. They implied the outcome of court had bearing on the outcome of the concerns from SGI. My charges were withdrawn in July, now SGI has not heard or resolved our concerns. They are avoiding any resolve. There is more.

  

  Business response

  02/09/2022

  Consumer Response /* (2000, 6, 2022/09/02) */ Hello We recieved a call from an SGI agent. We disscussed the concerns. There was a resolve provided that we were looking to happen. We were told it would be completed by mid next week. We are satisfied with the outcome Thank you

• Initial Complaint

  21/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2021 we had the pies freeze in our home because the furnace quit. SGI had ************** come in and assess the damage. They quoted the cost of repairs to be over $100,000. Sgi then sent in their own specialist and he came back and said the damage was minimal and they now won't fix the house and all they're offering is $14,000. They told us to get another specialist in because we didn't agree with the settlement and we did, they came back and said there is mold developing from the flooding and therefore their quote for cost of repair was even higher than the first. SGI still refuses to negotiate and we filled out arbitration and they took acceptance with that as well. We have done everything asked and they refuse to budge even though we have coverage. I would like a resolution to be found as I have no other options at this point.

  

  Business response

  11/07/2022

  Business Response /* (1000, 5, 2022/06/22) */ The customer mitigated the damages really well after the loss. The initial estimate that came in was extreme being that most of the home had not been properly dried out after the water loss. Once the drying was complete, the scope of the repairs reduced as not as much work was required for repairs. The water did not cause a lot of damages, moisture in the home did, however moisture is not as damaging as actual water, and repairs for the moisture damages were taken into consideration and added to the overall estimate/payment to the customer. The home was inspected by SGI's Claims Construction Specialist, and was further reviewed by the claims manager. The customer has already contacted the Ministers Office and a complete review of the file was completed, and our office was involved with the review, the claims manager called and spoke to the customer directly and the customer was advised that if they still disagree, they would have to proceed through the Arbitration process, and the information to proceed that way was provided. A cheque for the damages has been sent to the customer as per the estimate of damages, being that they have Actual Cash Value coverage (not replacement cost), therefore the customer is responsible for the depreciated amounts for the repairs. Being that the file has already been reviewed by a claims construction specialist, the claims manager, the FPO office, as well as the Ministers Office, nothing further to assist with. Customer will have to proceed through the arbitration process if they wish to continue having a further review completed. Customer advised that she has since contacted a lawyer and will proceed with the arbitration process.

• Initial Complaint

  25/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was injured at work due to a fall and back injury and filed a wcb claim on Dec 15 2021. My doctor put me off work duties as of Dec 30,2021. On Dec 31 2021 I was hit from behind while parked in a parking lot, I received neck injury due to this and reported to appropriate SGI injury, wcb as well as doctor. I was contacted by SGI injury and gave my summary to this person who then stated that SGI and *** would work out an appropriate situation to deal with this issue of having 2 claims with different providers. Sgi instructed that I could start chiropractic immedialty and anything else deemed necessary to move forward toward healing. After much confusion *** stated that since SGI took responsibility by covering chiropractor bill that they are taking responsibility for the entire claim and *** denied my claim on this information. After I spoke to SGI stating what *** told me, SGI then stated they would not cover anything further pending the *** decision. I stated to SGI that this was unfair and that I am not healed, nor did I recover any wages for lost time at work, I am still off work pending these issues as no one will offer responsibility to assist me with wages and further chiropractor and physio therapy are needed and asked for by my attending doctor. Then my Employer sent me a reprimand letter because I cannot afford to pay the $20 fee to get employer Dr Notes, as I had been offering them the *** progress reports as medical proof of issues. I was told by my employer that i needed to comply to this request by Feb 25 2022, or face consequences or firing. I told *** about this letter on Feb 22 2022 and then my *** worker got busy on my claim and delivered me a denial letter on Feb 24 2022. So I am have no coverage and possibly no job as of Feb 25 2022 and no one seems to care that I am still injured and have been faced with unjust wage loss and major hardships along with probable job loss in this entire situation. I really need some advice, help please.

  

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/03/03) */ Customer has been contacted by the injury adjuster on her file to address her concerns.

• Initial Complaint

  04/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak from our roof into my home resulting in wall damage and carpet damage in July 2020. I reported to SGI Canada, Claim was brushed aside, they said its due to a defective flashing on the roof hence is a maintenance issue, told me to settle claim as no benefit going thru insurance. We initially trusted them, got area of the roof repaired ourselves. We had bad winds in Spring 2021 resulting in significant damage to the Roof Shingles, again noted water leaks from the roof, reported to SGI in March and July 2021. We also had some roofers see the roof who said there is extensive damage & needs full roof replacement due to extent of damage. 2 neighbors on the side of our house, same house ages, had full replacements of roofs after those winds. SGI has given us a runaround and not compensated us for roof damage premature to roof age, due to Wind and Hail and Water Damage inside the House. We have approached them many times with no satisfactory response.Claim#***************.

  

  Business response

  18/10/2021

  Business Response /* (1000, 5, 2021/10/05) */ The damage presented in the Claim ******* was for wind damage on the south side slopes of the roof, the estimate that was completed included supporting photos. This estimate was approved. There was no hail during that storm in the customers area, the last reported hail was in June 2019. For the 2020 claim there was notes that there was some damaged flashing. The insured decided to withdraw the claim and we invited them to call us back on it if they wanted the claim reopened. It was also noted at that time that there was hail damage found back then. The roof leaked "again" just before May 25 as per insured, from the same location, after the wind storm claim. The quote that the customer provide didn't include any photos of the damage, as well it appears the customer was seeking a quote for a whole roof replacement. The damage was not for the whole roof as per the claim presented. The customer has been informed about and provided the documents for a dispute resolution. Consumer Response /* (3000, 7, 2021/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My experience with SGI has nothing but disappointing due their insensitivity towards us as a customer, bordering on arrogance and negligence. Their agent mislead us to withdraw the first claim, almost coerced us with possibility of going up costs for insurance if we went for the claim. He though said we can reopen the claim if we later on choose to. I though don't remember signing any paperwork that says I will close the claim. Happy to see it, if there exists one. I do Plan to bring it up at another forum to highlight their agents' working pattern. They sent their own contractor (Normal practice for insurance companies) but to get a report of their own liking as this is how they operate. They wont give any importance to the report that we sent from *********** company, as they would only pay attention to the report that suits them. Insurance Claim is only made if their is a problem or damage. if the roof flashing fails, is it the responsibility of the owner only and insurance claim is only valid if every thing was perfect? According to SGI, The two sides of home roof were damaged for which they can pay for the patch up kind of work, not backed up by the roofers that we have had up on our roof. The Shingles that our roof had are not available in the Market anymore so partial replacement work couldn't be done anyways but I feel they just want to walk away from their responsibility for coverage. Contrary to their report the damage to our Roof was much more extensive. Why would two adjacent homes after the similar windstorm right next to our house, get both their roofs replaced. Same home ages as mine. Fully covered by their insurance companies. We have gotten our Roof replaced already as I cannot rely on an insurance company who neglects their customers genuine claims and prefers to fight petty argument battles endangering a well meaning, dutiful and lawful customer's property. I totally reject their falsehood based claims. It was a nightmare dealing with this insurance company and their staff, my worst experience by far. I will prefer that this dispute be resolved amicably on the BBB level but if not, then I will "Go Public" and/or Take them to Court for this matter. I feel disappointed, neglected, and to some degree insulted by their attitude towards us throughout. Business Response /* (4000, 9, 2021/10/18) */ From the original claim *******, there was 2 approved estimates for the dwelling in terms of the repairs and emergency mitigation. The emergency work came to $558.15 to dry the affected arears. The repair portion came to $1,260.53 for a total of $1,818.68. With the application of the policy deductible of $1,000, it was suggested that the insured would be better off not to use the policy for this loss and to have the discussion with their insurance broker to see if they wish to proceed with the loss or not. The insured did call back and advised they are going to withdraw the claim. The construction company did do a temp fix to the roof, which the insured is not willing to pay as the roof is still leaking. The insured is going to have their own contractor do the roof repairs. SGI advised that 1st construction company to not bill them for the temp repairs. A confirmation letter of the withdraw was sent out on September 1st, 2020. It was confirmed verbally, as well in the letter that they can contact back to reopen that claim within the 2 years of the date of the loss. From the current claim ******* for wind damage. SGI claims maintain the position based on the estimate provided by contractor for $1,786 with the supporting damage photos provided. The contractor that the insured had come out does not meet SGI standard requirements for acceptable quotes/reports, and as such is not acceptable. SGI claims have been up front, clear and transparent in dealings with the insured. The insured has been advised of & provided with the dispute resolution process documentation With respect to the adjacent homes, SGI assess each and every claim on its own merits and are not prepared to comment on damages to the other homes.

*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. ↩