ComplaintsforDB Insurance CO. LTD (US Branch)

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the letter that I uploaded along with this complaint. One of Atlas insurance agents left me a voicemail saying that company decided to not renew my homeowners policy due to my loss history meaning that in the past 2 to 3 years I filed 2 claims; however, my 1st claim for an air conditioner issue was denied, and my 2nd claim for personal property (one television) was only approved for $200. I paid annual premiums of $1, ****** since I had this policy in 2019, and they decided on their own to not renew my homeowners insurance policy just because they paid me $200 over the past 5 years that I have been with them. It seems a bit greedy and unfair.

  

  Business response

  03/29/2024

  Dear BBB Resolutions Department,

  Please allow a response to BBB complaint #******* submitted by former insured (****************).  The response does not disclose insurance policy dollar amounts, dates, or personal identifiable information.

  Statement of the Problem:

  • Loss History: Two claims had been filed by the insured and in turn responded to.

  First Loss: The insured's ** main control board was faulty and a claim was filed.  The claims adjuster requested additional information from the insured in order to complete the investigation.  Since no response was received, the file was closed and no payment was made to the insured or any air conditioning repair company.   Claims personnel received neither a copy of the ** contractor's report indicating the reason for ** failure or the ** contractor's invoice.   In addition to verbal requests, letters were sent twice to the insured with requests for additional information.  Due to lack of a response the file was closed.  

  Second Loss: An unknown object damaged the insured's television.  The ** was purchased less than two years before the date of the loss but the store the ** was purchased from and the manufacturer of the ** did not cover the damage since the warranty didn't extend to cover "Damage".  Our company provided coverage for the ** as personal property based on its Actual Cash Value minus depreciation minus the insureds policy deductible.  An Actual Cash Value settlement payment was made to the insured with a recoverable depreciation amount to be given after the company received proof of a replacement ** purchase.  The insured was verbally notified of the recoverable depreciation payment to be qualified for if / when the ** were to be replaced.  Per the policy language, the insured has 180 days to submit documentation supporting the replacement of the **.  The insured was verbally notified of the recoverable depreciation and the payment letter included this verbiage.  A final letter was sent to the insured.  No response was received from the insured; resulting in file closure.

  • Policy Non-Renewal:

  Certain policies are non-renewed by company election that have either had losses or have not had losses based on underwriting decision.  According to policy provisions regarding cancellation of the policy, which are approved by the ***************, the insured must be notified in writing within the time parameters described in the policy; which was adhered to.  *********** is not required to offer a policy renewal when providing sufficient notification to the insured. 

  Disputed Amount:                          Based on following policy provisions, there is no justification for the company to address a numerical figure created by the insured disputing an amount of $6,170.00. 

  Desired Settlement:

  • Refund:                              No refund is due as the policy was non-renewed at the end of the policy period and was offered coverage for covered losses thus necessitating full premium payment for the coverage period.   
  • Written Document:         A written statement with wording and conditions chosen and dictated by the insured to the company will not be created or provided by the company.

  Thank you very much for allowing us to respond to complaint #*******.

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - [ ] I was rear ended by an 18 ******* and tried to file a claim with Triumph since thats the insurance company on the police report. ******* then had me reach out to Paramount stating that is who I need to file the claim with. I was then led to DB Insurance. Ive been getting the run around for a week now and have not heard back from anyone to get my car fixed. This car is used to get to and from work and cannot be driven safely. Its a really ridiculous process trying to file a claim and to have an adjuster come out to get the damages fixed. Ive sent emails, Ive called different numbers and have yet to hear from an adjuster. They couldnt even confirm if I filed a claim with the right people - as DB Insurance uses a reporting service and they cannot verify who has insurance with either Triumph, Paramount or DB.

  

  Business response

  04/26/2023

  
  Thank for providing the Complaint regarding the above noted claim.
  
  We are in are in settlement negotiations with the claimant ************************** and she is to provide the needed title to the vehicle before payment can be made . We expect to settle this claim in the next few days to the satisfaction of the claimant.  This vehicle has ******* miles on the odometer and this is the third time this car has been totaled.
  
  ESIS is the third party administrator of DB Insurance for this loss.  Please contact the undersigned if there are any comments or questions. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 6, 2022 Breach of Condo Insurance policy for loss of use coverage DB insurance, ********, **.Breach in the amount of $30,000.00 ******* Building, unit **** ***********************************************************

  

  Business response

  02/10/2023

  Please see attached letter of response to the complaint filed by *********************************.

  Customer response

  02/10/2023

   
  Complaint: 19342164
  
  I am rejecting this response because:

  DB insurance committed a breach of contract by not paying ** the $30,000.00 we are owed for loss of use insurance as defined in our insurance policy.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 8, 2022, we canceled our homeowner's insurance policy with this company and specifically with agent Beth C*** in Kailua-Kona, HI. After given a refund amount due (by her) of $114.30 (cents approximate), we were told we'd have the check very soon. This is March 26, 2022. We called six times, left messages, emails, etc., and finally got a response at the main office that the full policy amount (which was not what we wanted or expected) was sent by check in the mail. Another woman told us no policy cancellation had even been filed. NO ONE knew what they were doing. Beth C*** finally emailed me that a check for $94.00 had been mailed on March 14, 2022. This is after pestering her, and then all I get in the mail is a Notice of Cancellation (showing February), weeks after the fact. She stated If I did not get the check by the March 22nd, let her know. I did this with yet another response gap. She finally responded via email that she'd "made a mistake" and the check was NOT mailed on March 14th. Now, I get this further runaround the check would be sent "rush" for the end of next week. This was yesterday, March 25th. Well, the end of next week is not a "rush," and I'll be gone for an extended time by then. I have full email documentation of these events. I warned Beth C*** several times I was going to contact the BBB by Friday, March 25th, if I did not get this elusive check. I am tired of non-responses, poor responses, and most important NO refund check. This is an aggravating waste of my time for now under $100.00 due to DB Insurance poor company relations.

  

  Business response

  03/28/2022

  Dear ******** ********,

   

  We are very sorry for the inconvenience. As you said, your insurance Policy was canceled on 2/8, and the refund premium is $92. Refund checks were sent overnight and you should receive them within 2 days.

   

  Once again, we apologize for the delay in the refund, and we will try to improve it.

  Customer response

  03/30/2022

  
  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,
  
  ******** ********

*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. ↩