Complaints

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

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  Pacific Specialty Insurance Company

  5515 E La Palma Ave Ste 150 Anaheim, CA 92807-2130

  
• 

  Pacific Specialty Insurance Co

  2995 Prospect Park Dr # 150 Rancho Cordova, CA 95670

• 

  Pacific Specialty Insurance Co

  2995 Prospect Park Dr # 150 Rancho Cordova, CA 95670

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:01/28/2025

  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.

  Pacific Specialty Insurance is causing undue stress and hardship to me and my business due to their lack of responsiveness to addressing my claim to remediate my home which has been rendered uninhabitable due to the ***** Fire. While two of my neighbors who are customers of ******** have already had their homes cleaned or in the process of cleaning, I remain unable to EVEN access my home for more than 45 minutes without becoming ill much less live in it. ***, we are all using the same supplier, ServPro/Burbank, who has been ready to service my home, but is unable to due to ****'s lack of responsiveness. Unlike other carriers, **** still will not treat homes deemed in a NATIONAL/STATE disaster area until it is assessed by ***** **** *****, when NO ONE of my neighborhood has needed to do so? This seems like unnecessary predatory practices by **** and perhaps CSC? Why is an Asian female homeowner such as me with PSIC being treated differently my neighbors who have Allstate Insurance? My neighbors will have received mitigation, remediation, cleaning and assessment services from their insurance company at least ONE to TWO WEEKS AHEAD OF ME. Victims of disasters should NOT be victimized further by greedy insurance companies.Especially people of color and women.

  

  Business Response

  Date: 02/02/2025

  Pacific Specialty Insurance is sorry to hear you were evacuated due to the recent wildfires in ********************  We have reimbursed your out-of-pocket expenses and hotel presented to date.  If you have any additional expenses, please forward them to us for review.  We have sent out a hygienist to test your home and come up with a cleaning protocol.  Once we have their report, we will process this portion of your claim based on their expert report. Thank you for insuring with Pacific Specialty Insurance.

• Initial Complaint

  Date:01/17/2025

  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.

  I cant get the money Im required to have for my housing after my home burned down fighting with insurance non stop to get my housing covered as I was promised. I was told by their sister company to find a new place immediately they will approve it and pay for it. We do this in spite of horrible price gouging we find a very affordable house near our burned down home Ale solutions said the insurance will pay for the deposit to ask my asjuster. The adjuster has the nerve to tell me to use the emergency mo yes we already spent to buy clothes a computer gas food and animal items for our pets money is long gone. Its a nightmare as is but to have insurance company play hard ball on the money they owe us is disgusting

  

  Business Response

  Date: 01/20/2025

  **** is dealing with an escalated number of claims due to the recent Wildfires in ******************* and we are truly sorry you suffered a loss.  We have done our best to answer all your calls, questions and concerns.  You have spoken with several Claims employees and management.  We have taken care of your accommodations to date, as we are being billed directly for your hotel, and issued advances on top of that to assist.  As we have explained, once we are able to access the area and can independently verify the damages to your home, we will move forward with processing your claim. Your patience is greatly appreciated, we are here to help.

• Initial Complaint

  Date:01/08/2025

  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.

  On 3/5/23, I reported I reported water leak under my kitchen ceiling to my home insurance company, Pacific Specialty Insurance Company. 3/24/23 (19 days later) adjuster, ***** called. 3/30/23 (25 days later), they sent water leak expert from America LeakD to my home who determined that the leak caused extensive structural damages to my house. In a letter dated April, 4 2023, ****** ****** Claims Representative denied the claim. No options left, I started shopping for a company to repair the damages. Several companies gave quotes, but the price was so much I could not afford it. The leak was in my master bathroom and it was shut down while I had to work overtime for the next 6 months to save money to pay a local contractor who gave me the lowest rate. First week of October 2023, I was ready and work started till second week of December (10 weeks). The job presented new familial adjustment challenges as my kitchen and the stair case to upstairs was sealed off for construction. My family of six was crammed together in the guest room because I couldn't afford to house us in a hotel. We ate breakfast, lunch and dinner in restaurants. Second week of December, 2023 work ended. For ten grueling weeks I incurred financial debt that lingers on as I write today. Besides the extra expenses from not using my kitchen and other parts of my house, the overtime astronomically increased my income and placed me on a different bracket. Total *** for Repair $41,795.62 *** spent on feeding $16,200 Pain and Suffering for my family $30,000 Total = $87,995.62 4/15/24 l emailed An ****, seeking to file another claim after repairs and the stonewalling started. My agent An **** refused to help and refused to respond to my email. 9/12/24 I filed another claim(#*******) 9/26/24 Agent ***** called to deny the claim. I hereby request BBB to compel Specialty Insurance Company to pay me the total $87,995.62 amount as full coverage and compensation. Thank you for your consideration.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out. A review of your claim found that we denied coverage for your initial claim per your Policy terms and conditions. Your policy does not cover repeated seepage and leakage of water, or mold. The water damage in your home was caused by a small leak in the upstairs bathroom, which was allowed to continue for an extended period of time.  In addition, the same damage cannot be claimed twice. As a result, your second claim was closed as a duplicate to the first.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this insurance company for more than 30 yrs and when I had a problem in my house they never helped me resolved the problem and I had to hire an independent worker to do the plumbing in the house. I remember calling them once for a claim but was never helped. Now they do not want to renew my policy

  

  Business Response

  Date: 10/17/2024

  Thank You for reaching out. We're sorry that you feel you had a less than perfect interaction and apologize for any issue this may have caused. Please do not hesitate to reach out to us at ************** should your matter require additional review, Thank You.

  Customer Answer

  Date: 10/17/2024

  The company does not answer any calls and unwilling to give real reasons why after more than 20 yrs they are cancelling the policy without any repairs or claims done on the policy.

  

  Business Response

  Date: 11/07/2024

  Thank You for reaching out. Please do not hesitate to contact **************** at ************** to discuss your policy so we can come to a conclusion, thank you.

• Initial Complaint

  Date:08/26/2024

  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.

  Insurance was cancelled without proper communication. When I attempted to fix the issue I was told they weren't accepting new customers. I live in ********** and many companies are doing this.

  

  Business Response

  Date: 08/27/2024

  Thank You for reaching out. Pursuant to the Policy terms & conditions, this policy was non-renewed due to non-compliance with the request to provide additional information in a timely manner. Please do not hesitate to let us know if you have any additional questions or concerns, thank you.

• Initial Complaint

  Date:08/06/2024

  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.

  The company sent me a letter stating they are cancelling my policy due to "too many similar claims in a short period of time"I filed a claim in May 2024 for water damage from a roof leak. They sent an inspector that barely looked at the damage. They never looked in the attic where there was damage, sent me a check for $300 only(I pay more yearly for insurance plus their deductible($1000), and now they are canceling my policy. So who is really hurting here? They are certainly not. The claim I filed previously was back in May of 2019. That is a 5 year difference. So basically I am forced to buy insurance for purchasing a home but yet I cannot use it or be cancelled. This is not right and not fair to the people.

  

  Business Response

  Date: 08/09/2024

  Thank you for reaching out; The H03 program guidelines have been updated as of 04/19/2024, and they now include the following:
  
  13. UNACCEPTABLE RISKS
  D. Unacceptable Risks:
  41. Risks with similar or repetitive losses of any kind.
  
  The new guidelines are being applied to the renewal term, effective 09/28/2024 as there was repetitive weather damage. On 07/10/2024, we issued a non-renewal as the policy no longer meets the program guidelines. 

• Initial Complaint

  Date:07/22/2024

  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 04/12/2023 our house was rubbed and vandalized . The robbers took cash, Jewerly and designer purses. We provided police reports and the itemized stollen properties. We have provider ******** dollars receipes and for the one the receives were n the boxes which were also robbed we provided pictures of stollen properties. Pacific specialty had requested all document which we provided and after long back and fourth and changing the claim adjuster came up with ******** dollars stating the value of stollen items was that. I can not even replace on of the stollen items with this check

  

  Business Response

  Date: 10/03/2024

  Thank You for reaching out. A review of your claim found we covered the dwelling damages and the validated stolen items that were listed on the police report.

  Customer Answer

  Date: 10/03/2024

  Pacific Specialty Insurance Company sent a check for dwelling, but for the stollen goods they sent a check that covered 1/10 fraction of the stollen items.  Eventhough we provided received documents they requested.  The check amount was ******* dollars and the stollen goods were  $ ********* .  If we could replace the items we had to spend at least double amount for each items.But they just through us a ******* dollars check

  

  Business Response

  Date: 10/04/2024

  Thank You for reaching out. A review of your claim found we covered the dwelling damages and the validated stolen items that were listed on the police report. As a result, we have marked this matter as complete, thank you.

  Customer Answer

  Date: 10/07/2024

  The police reports provides a list of stollen goods and their prices.  We have also provide receives of purchased material that got stollen.  Also we provided the picture of the damage.  We trust you as insurance provider and you don't trust us when something happened.  By not reimbursing for the stollen good, infact your are giving us feeling that you son't trust us. 

  We are so disapointed that you chose to pay just for the sliding door.  We have paid insurance for the sequrity of being covered in case of something happened.  In twenty years having homeowner insurance we never had any request because nothing happened.  But one case with unfurtunate we have to accept two thousand dollars and forget about the rest?  In the last twenty years our payment to home insurance never was any problem and we paid honest for probable case of something unfurtunate would happen.  We trusted you and the home owner insurance so we nevere were delinquent in our payment.  But when this unfurtunate event happened I was wondering if being deliquent in payment for home owner insurance would make any differences.  We pay a lot for different insurance such as car, home, health just because have peach of mind in case something bad happend.  

• Initial Complaint

  Date:06/14/2024

  Type:Product 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.

  This insurance company refused to renew my policy based on square footage. My home is 624 square feet. When I pushed back on this I was told my home was never eligible as they do not insure homes under 750 square feet. They could manually make exceptions if they chose, but they never notified me of this at the time the policy was issued. Withholding this information did not allow me to make an informed decision when deciding to enter a 30 year commitment. I requested they continue with the renewal and was flatly refused. They intentionally withheld information that was critical to my decision to move forward on this commitment. If i was never eligible for the policy then i should at the very least be entitled to a refund. They have also refused this stating that had I had an event during the policy period I would POSSIBLY be covered. Possibly? In my industry, if we determine that a customer is ineligible, this merits an apology for the inconvenience and a refund of the premiums at minimum. The customer experience with this ********************** has been atrocious. They sent a cancellation letter shortly after occupying the property stating the home was in an uninsurable condition. The condition? Surface rust in the roof valleys. On top of that they initially sent a letter saying they might not renew which was a year later. 2 weeks later I get a letter outlining a cancellation date within the next month so i had to scramble and remediate something trivial in order to keep the policy. Then it was addendum after addendum advising me of items they had elected to not cover. Was there a corresponding reduction in the premium? No. In my opinion, this was a calculated cash grab. I had my first cancellation notice within 60 days of the policy. I imagine there is a practice of writing policies and then cancelling them to secure the "fully earned premium" amount as outlined in their declarations page. I would like a refund of all premiums.

  

  Business Response

  Date: 10/03/2024

  "Thank You for reaching out. Please note that this risk did not meet our existing program guidelines, therefore it was deemed unacceptable. We have since marked this matter as closed, thank you.
  "

  Customer Answer

  Date: 10/07/2024

  This doesn't change the fact that they enrolled me in a policy that by thier own admission I was never eligible for . Did not stop them from taking my money for two years and also insisting I incur expenses on the property to meet thier coverage guidelines. Imagine you just purchased a home where it passed all of the inspections and one of the first communications you recieve from your insurance company within a month of moving in is they need you to remediate something on the roof or they are going to drop you within 30 days. So you incur expenses, lose a day of leisure time remediating something trivial and questionable just to satisfy them only to later be told, oh, we are still dropping you as you were never eligible due to square footage? Square footage is one of the key elements used to even write a policy. How do initiate and renew a policy for 2 years and then back peddle on that? I am confident had there been a notice of loss during these two years, they would have leveraged the eligibility criteria that they used to cancel as an excuse to not pay out on a claim. As a result of this, I've had spend time again shopping for a policy and incur the account initiation fees all over again to obtain coverage with another company. You made a mistake writing the policy. The least you can do is refund the premiums you collected knowing that the property wasn't eligible. 

  

  Business Response

  Date: 10/09/2024

  Thank You for reaching out. This matter has been marked closed on our end as the risk did not fit our existing program guidelines. 

  Customer Answer

  Date: 10/11/2024

  It appears I've recieved yet another canned response from this business. No acknowledgement of any of the items outlined or ownership. No apology for any of the frustrations or hardships created by thier practices. I'm not suprised. After all, it is and was a cash grab. Granted, not a substantial amount but it's the principle of the situation. 

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising 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.

  As a licensed agent that represents clients and uses Pacific Specialty, I was appalled when I learned that a backdate cancellation request for ***************** (policy **********) could not be backdate cancelled "because Pacific Specialty is no longer backdating cancellations." ************** obtained coverage for a property that was insured with Pacific Specialty but was now tenant occupied, as of May 1. Because of that, ************** was ineligible for coverage through Pacific Specialty and would be non-renewed. I had to find alternative coverage for **************, which I did, through the California Fair Plan. I waited for ****************** new insurance policies to process, and submitted a request to Pacific Specialty on Monday, May 20, showing that ************** had new coverage as of May 1st, through the **** I requested a backdate cancellation to May 1st and provided proof of the *** policy. I then received a call from Pacific Specialty on 5/24 in which the representative stated that "Pacific Specialty is no longer backdating cancellations." "And not for duplicate coverage either." "And" they said "This isn't even really duplicate coverage because it's not the same policy."That's correct, Pacific Specialty, it's not the same policy - it's now a tenant occupied property, not owner-occupied which is what you had listed. In addition, the coverage limits are not the same, because the *** is allowed to set its own limits; PSIC must abide by RCE software and percentages for limits. I have never been more unimpressed and absolutely appalled at a company for arbitrarily changing its policies as often as Pacific Specialty - and verbally too! There is never any written notice sent out for changes like this, in which an agent has time to adjust and address. For ****************** 19 additional days of refund to be rejected is insane, especially when proof has been provided that he is insured elsewhere.

  

  Business Response

  Date: 10/03/2024

  Thank You for reaching out. Please see the timeline of events On 04/14/2023 the policy incepted as owner occupied, and the Policy renewed once. On 04/10/2024 the Producer callsed to inform home occupancy had changed to tenant occupied. We informed them that policy must be cancelled and re-written. On 05/24/2024: we called the producer to inform them their request to cancel request was received on 05/20/2024, asking for a cancel date of 05/01/2024 due to coverage being replaced, will not be honored. We informed them cancel will be made effective date of request, 05/20/2024.On 05/28/2024 the policy was cancelled with posted effective 05/20/2024. On 06/04/2024 the refund check ****** was mailed. 

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was insured by Pacific specialty insurance through Farmers insurance due to an old roof as a premium. I fixed the roof and renewed my insurance with Farmers and was told that I would be backdated due to double insurance. My insurance with Pacific specialty ends 3/15/24 and Farmers began 1/1/24. The official cancellation for Pacific insurance is 2/16/24. I was told that they wont backdate me for ******* and half of February. That is was an internal decision this year. Truly feel like I was robbed at this point.

  

  Business Response

  Date: 10/03/2024

  Thank You for reaching out. Please note that we have marked this matter as closed given the direct communication, thank you.