ComplaintsforCentauri Specialty Insurance Company

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Biggest scam company in the industry. Our claim has been going on for well over a year. My son's house flooded from a broken pipe under the foundation. We filed a claim (#*****) and Centauri recommended a specific contractor (Rainbow Restoration) to do the repairs because they had a previous working relationship with Centauri and they did great work. We did what Centauri recommended and have had nothing but problems. Our original Centauri agent was *************************, then when he quit ************************* became our agent, then when he quit ******************* became the agent. **** now blames us for taking their advise on hiring the contractor that they recommended. The contractor replaced the custom kitchen cabinets that were damaged and tried to put a pre-made ********** countertop on it. The generic counter top doesn't fit so they tried to fill in the gaps with an inch thick layer of caulk. On top of that they never replaced the entry door and the bi-fold doors that were damaged.

  Business response

  02/19/2024

  Please see the attached response.

  Customer response

  02/22/2024

   
  Complaint: 21281325
  
  I am rejecting this response because: Centauri recommended Rainbow stating that they had a working relationship with them. We did exactly what ************************* from Centauri recommended. Now more than a year later we are still waiting for the job to be finished.
  
  Sincerely,
  
  *************************

  Business response

  02/28/2024

  Please see the attached response.

   

  Customer response

  03/01/2024

   
  Complaint: 21281325
  
  I am rejecting this response because: Your insurance rep *************************** clearly told us who should perform the repairs (Rainbow).  He told us that they do excellent work and led us to believe that your previous working relationship with this company would make things move smoothly.  This has been going on for over a year and the job still isn't finished. Your representative who caused this problem *************************** quit your company, his replacement *************************** handled our case until he quit your company and now ******************* is handling our case and he blames us for choosing the company that you recommended. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted insurance agent about renewing insurance policy on home in which policy had increased, agent expressed that increase was because roof was old and needing repair. We proceeded in repairing the roof in replacing all the shingles with an approved company providing warranty on repairs and 30 years material guarantee as required by state. After providing bill of repairs and photos of new roof to agent, agent contacted insurance Centauri and was told that insurance price had increased instead of reducing as stated to agent and myself. Also, agent had stated that company would lower the premium but it has not done so.

  Business response

  05/15/2023

  Please see attached response of Centauri National Insurance Company to BBB Case #******** 

  Customer response

  05/15/2023

  In reference to the responce from Centauri it shows poor and unethical business practices and clear transparency to customers.

  My agent contacted Centauri before the roof was re-roofed and inquired my request of the the discounts as this was stipulated by the agent as well as the Centauri agent, at no time did the company say that the pricing would increase if the roof was replaced in totality. I have gone ahead and canceled this contract with this company and purchased another contract with another company.

  Centauri company showed deliberately the intent of deceit by not being open.

   

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Yashiny P****

  Business response

  05/23/2023

  See attached response of Centauri Specialty Insurance Company

  Customer response

  05/25/2023

  
  Complaint: ********  
  I am rejecting this response because:
  
  Sincerely,
  
  Yashiny *****

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Centauri Specialty Insurance falsely reported an insurance claim and is not willing to remove it from my permanent record. This is causing harm to me and adversely affecting my ability to obtain cost effective home owners insurance.I have tried for 8 days straight to resolve this matter with Centauri and their managers, they are not willing to assist with this ERROR on their side that is causing harm to me.Please see the attached communication PROVING that my initial call in to see about a claim was withdrawn and cancelled, and NO ONE ever came to my house to assess damages. I am asking that this FALSE CLAIM is removed from my record immediately.

  Business response

  01/12/2023

  Please see the attached response

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim # **-29954 | Number Policy:09-7590157324-S-02 ******************** Property Address: ************************************************************************** Summary: On September 28, 20**, Hurricane *** made landfall as a Category 4 major hurricane near **********, *******. According to the National Oceanic and *************************** the storm has caused an extremely dangerous storm surge, winds, and flooding across the ******* Peninsula. On September 25,20**, President ************************** issued an emergency declaration under the ******************************** Disaster Relief and Emergency Assistance Act (the ******** Act, P.L. ******, as amended; 42 U.S.C. **** et seq.)We would like to file a complaint against *****************************,CAT Claims Examiner ************ SUBJECT: issues with the insurance carrier. ICAT The company was incorporated in ******* on May 24, 2006, and commenced business on July 1, 2006, as ICAT Specialty Insurance Company. I have attached some documents for your review.The company was party to Consent Order 85523-06-CO, filed on April 14, 2006, regarding the application for issuing a Certificate of Authority. The company was in compliance with all of the provisions of this **************************** LLC (Holdings), a limited liability company, organized under ******** law. The shareholders of Holdings include Vulcan Insurance Managers, LLC (Vulcan) (82%), *********************** ****** (12%), and other key employees. *********************** ***** is the ultimate controlling person of Vulcan. This is from a document I was able to gather from the internet.Policy 09-7590157324-S-02. The building had hurricane damage that compromised several units. Hurricane *** allegedly damaged the roof , glass windows, and sliding glass doors in the individual condominium units. After the roof collapsed, severe rain destroyed the unit inside.We are asking to talk to *******************************. CEO. Please contact me directly to resolve this issue.

  Business response

  01/12/2023

  This claim belongs to ICAT. It is not a Centauri policy. The complaint needs to be re-routed to ICAT. The examiner for this claim is *********************** and his phone number is ************ and email is *****************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My condo was damaged with water intrusion from sliding doors from Hurricane ***. They denied my claim stating if was a flood. It was not a flood, Im on the second floor of a high rise building. They have refused an appeal, they are attempting to back charge me for initial mitigation and hotel expenses. The water mitigation company they hired, did not mitigate properly and caused further damage. I still havent even began to mitigate or repair because of companies only want to deal with direct bill insurance. This is a total ripoff of insurance coverage, I have approximately $50000 in damages plus expenses in which I was insured.

  Business response

  12/05/2022

  Centauri received Ms. ****** claim for water damage to the condo unit occurring in October 2022.  A timely investigation was completed and the damages were inspected.  After review of the inspection report and the applicable insurance policy, it was determined the cause of the reported damage is specifically excluded under the provisions of the policy. Following receipt of Ms. ****** complaint, Centauri again reviewed the damage report and the applicable insurance policy.  The cause of loss was again determined to fall under the water damage exclusion provisions of the policy and an amended coverage determination has been provided.  

  Customer response

  12/09/2022

   
  Complaint: 18447529
  
  I am rejecting this response because: Centauri responded with a different reason to deny the claim. They no longer called it a flood, but are now saying a drain was covered with debris. They further claimed that I told their adjuster that and that is completely and utterly false, I never made such a statement and the drain was not covered nor was it malfunctioning. They continue to make false excuses as why they are denying coverage. They are nothing but frauds, to the extent, that they write a policy that they claim does not provide for any kind of loss, no matter the circumstances. 

  I want my claim paid, in full, including personal property, loss of use, and repairs. 

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

  Business response

  12/19/2022

  Centauri has reviewed Ms. ****** claim following receipt of her complaint.  After additional review, Centauri reiterates that the damage caused by the reported loss fell under a policy exclusion.  Centauri recognized that incorrect policy language was mistakenly cited in the initial coverage denial; therefore,an amended coverage denial was sent, a copy of which is attached. Centauri is continuing to work with ************** in an effort to resolve the ongoing dispute.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Centauri is an insurance company I have a house in ******* with their home insurance coverage. For a couple of months they failed to send me a statement and when I finally got one they wanted me to send them the whole full payment by August 12. I called them to ask why was I being charge for the whole balance, when I was in an equal installment plan of around $80. They said they were sorry, that they were updating their computers at which time they told me that I only had to make a payment of $80 and that the deadline would be waived. The payment could only be made by US mail which I mailed out the payment to them on 09/08/22 and to my surprise I will still canceled on 09/12/22 So they cashed my $80 dollars and my policy was still suspended. I called them a whole bunch of times and it would just keep telling me it's a computer glitch, I still have no insurance coverage after two weeks even after the hurricane hit **. What do I have to do with the computer glitch? Or with their computer upgrading I've been with this company for five years. They decide to cancel my insurance policy oh no reason at all. But I have a feeling that they knew a hurricane was headed to *******.

  Business response

  10/19/2022

  The insured's policy is set up on 8-payment plan.  The below spreadsheet outlines when payments are billed, due and paid.  The insured owes $320.00 currently with one future remaining installment of $80.00 due 11/16/22.

  The insured's policy is currently cancelled because payment of $80 was due by 9/12/22 to satisfy the cancellation.  I am aware the insured had trouble making his payment so I am willing to reinstate the policy but must receive payment of $320 to bring his policy current by October 28, 2022.  The final installment bill will generate on 11/1/22 with a due date of 11/16/22.

  Thank you for allowing the opportunity to respond.

   

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November of 2021, it was discovered that the floor of the shower seemed unstable. I had a contractor come and assess the situation. He found that the floor of the shower was letting go and was unsafe. I filed a claim with Centauri on November 30, 2021. The shower floor and part of the bathroom floor had to be removed to repair the damage. This caused us to have to repair both the shower stall and the bathroom flooring. After 72 days of dealing with incompetence and lack of communication, Centauri informed me that the reason my claim was denied was due to the Texas Disclosure Notice for Claims Filing and Contractual Limitations Special Provisions Endorsement which was not a part of the original insurance policy. This endorsement was added in 2019 (three years after the original policy) without my being notified. I have asked Centauri to explain why this was added without my knowledge and to provide me proof, if it exists, that I was sent any type of formal notice. To date, they have not been able to explain or provide me with either. I am formally filing a complaint with your office against Centauri Specialty Insurance Company. Please act accordingly.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/06/27) */ Centauri's records confirm that notice was provided with the inclusion of the Texas Disclosure Notice for Claims Filing and Contractual Limitations Special Provision Endorsement noted on and included with the 2019 renewal declaration, which was effective August 13, 2019, and mailed to both Mr. ****** and his agent. It is Centauri's standard practice to provide notice in this manner. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want copies provided of these supposed Centauri records that notice was provided with the inclusion of the Texas Disclosure Notice for Claims Filing and Contractual Limitations Special Provision Endorsement noted on and included with the 2019 renewal declaration, which was effective August 13, 2019, and mailed to both Mr. ****** and his agent. I want copies of both the notice to Mr. ****** and to Mr. ******'s agent. Also, what was the date of these supposed letters, and why are they not viewable in my records when I access "My Documents" online in the Centauri website? Business Response /* (4000, 9, 2022/07/11) */ Centauri reaffirms that notice was provided to Mr. ****** with the inclusion of the Texas Disclosure Notice for Claims Filing and Contractual Limitations Special Provision Endorsement noted on and included with the 2019 renewal declaration, which was effective August 13, 2019. This correspondence was dated June 30, 2019. It is Centauri's usual and customary business practice to send correspondence via the US Mail the next business day. Per Mr. ******'s request, another copy of the requested correspondence was sent to Mr. ****** via certified mail on July 6, 2022. All historical documents associated with Mr. ******'s policy are viewable via the online portal under 'Policy Documents'.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our condo in Sarasota suffered a plumbing problem, resulting in gray water/category 3 damage to the bathroom, master bedroom, closet and living room. We had to have water and air remediation, walls cut out, carpet pulled up, etc. We have submitted invoices several times but have been assigned to 3 different adjusters because our adjusters " left the company,". We call at least twice a week and cannot get anyone to explain the delay to us or connect us with another adjuster. We have paid almost $24,000 out of pocket and it has been almost 3 months since we filed the claim.

  Business response

  12/03/2021

  Consumer Response /* (2000, 8, 2021/12/01) */ Contact has finally been made late last week and business has responded and pushed to close claim for us.

*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. ↩