ComplaintsforPekin Insurance

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've tried calling the adjuster ******* many times. I sent her a text message and I left her a voicemail. Three calls. I'm going to leave a screenshot as proof. There was an accident. I gave her screenshots of the dash cam that shows proof that I am not at fault. The police officer gave this girl favoritism because she looked so sad and had a sob story. She should have been sighted for failure to yeid to a pedestrian. She hit a parked car. I gave the insurance company plenty of proof. I've been trying to work with ******* and Pekin insurance but they have ceased to talk to me. They will not answer my texts. They will not answer my calls my voicemails. This has to be the shadiest company I have ever seen. This is a typical shady insurance company. Beware.

  

  Business response

  05/17/2024

  Mr. ****, thank you for contacting us. Our investigation reveals that your actions were the cause of this accident, therefore we cannot pay your claim.

  Customer response

  05/17/2024

   I am rejecting this response because:
  Over a week to contact me and they chose now to say anything. This just shows what a shady company this is.
  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On January 13, 2024 a woman ran a stop sign and hit my car, (incident#**************) A report is available at ******* *** ****** ****** ********, records department, ************. I contacted Pekin, the adjuster was ****** ******* **************** work file ID ********. My car is a 2011 Ford Escape and I take very good care of it. I had new wheel wells welded in last summer and the car was near mint, and only had 48000 miles on it. I told Mr. ****** I had stage 5 kidney damage and I was going on 70 but he did not offer a tow or a lift to and from the repair shops, I had to walk two hours each way to the repair shop in 5 degree weather and walk three hours from the body shop. I sent Pekin the bills and I told them I had to still get a new rim because the one the repair shop got me was 100% corroded. Pekin decided not to pay me for the new rim, they sent a check for $1345.24. My bills are as follows, $484.23 at ****** **** ****** ** ***** ***** **., $887.87 at ****** ***** ****** ******** **, $263.47 at ****** ****(for the rim) Wauconda IL., and a gas receipt of which $15.00 was used for gas. ****** gave me a refund for the corroded rim so the total for the work was $1550.57 minus $1345.24 equals $ 205.33 that I am owed by Pekin. That doesn't include the 20 plus hours I've spent trying to resolve the matter. I only asked one thing of Pekin and that was to return my car to the condition it was in before their client hit me, but they wouldn't eve do that. Considering that they didn't have to pay for towing or a rental car it just makes me think Pekin Insurance likes to bully people around. If you can get them to settle up with a check for $205.33 that would be appreciated. I have a folder with all the receipts if necessary. Thank You. ****** ******

  

  Business response

  05/16/2024

  We appreciate Mr. ***** reaching out to let us know of his recent claim experience. We have been in contact with Mr. ***** and have resolved the claim to his satisfaction.

  Customer response

  05/24/2024

  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.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Homeowner's policy ********* with Pekin November 2022-November 2023 ********* home Dwelling policy ********* with Pekin April 2023-April 2024 9th Street rental July 28, 2023 severe hail storm December, 2023 - A/C contractor doing heater maintenance and advised that condenser coil had hail damage. ******** ******* checked both locations for damage February 1, 2024 Claim filed with Pekin for roof damage ********* February 1, 2024 Claim filed with Pekin for roof, a/c, and window screen(s) damage *** ****** February 26, 2024 Contact made with insurance agent as no acknowledgement from Pekin adjuster, ****** *****. February 29, 2024 My agent emailed ***** and **** *****, claims supervisor. Claims were then assigned to an outside adjuster with ******. March 1, 2024 ****** adjuster went to both locations for inspection. March 10, 2024 Emailed **** ***** for an update. Out of office until March 13 March 14, 2024 ***** emailed ***** requesting update on status of claims March 15, 2024 My agent emailed ***** for update. ***** replied that ***** had the inspection reports from ******. Requested that ***** contact me March 15, 2024 ***** emailed all that we had spoken and "set the expectation of what is next." Our phone conversation was that expectation would be expected by Monday, March 18. March 18, 2024 Emailed ***** that our deadline is today. His response: "I am working on your claim. I will give you a call by EOD." March 18, 2024 I am filing this complaint as it is now 8:10 pm Monday night and I am still no further that when I started on February 1 I paid my homeowner's premiums from 2017 to the present.

  

  Business response

  03/20/2024

  Actual Cash Value payments were made on two of the claims on March 19, 2024. An additional claim regarding the HVAC system is still under review by an HVAC professional to determine if the system can be repaired or replaced. Once this determination is made a settlement will be made on this third claim. None of the claims were denied.
  
  The Pekin Insurance adjuster has made multiple attempts to reach out to the claimant via email and phone. We will continue to try to connect with them until any outstanding items can be discussed and resolved.
  

  Customer response

  03/20/2024

  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.

  I would not have filed a complaint if Pekin adjuster had been communicating with me.  Thank you BBB for your assistance.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was a passenger in a car that was hit by someone Insured with Pekin. This accident happened 4/28/23.. the driver insured with Pekin was at fault and my son ended up I in the hospital with head and knee injuries. Brittney is handling the claim. We spoke with her in sept and she asked for itemized Bills. We talked briefly on the recorded line she stated we would get settlement check of what the medical bills total 5899 and my son missed work that day another 200. I sent all the detailed bills since October 21. I emailed her 8 times . I had to call her supervisor and let him know we sent bills in months ago thst she’s not responding my son has bills with debt collectors. It was not his fault he got hit. She finally got back to us Jan 7 with release form offering $2800. Which isn’t even half of what his bills are. We emailed her back last week Jan 7 with questions regarding this settlement and she did not respond. What kind of employee does Pekin have working with them. Can someone please get back To us with settlement we were promised. Its like we are jumping through hoops to get our money for bills. We want what is owed to us. We did not get a lawyer we just want to settle.

  

  Business response

  01/29/2024

  At the time of this complaint, ongoing discussions were still occurring with the claimant.  An acceptable settlement has been reached and we are in the process of resolving this claim.

  Customer response

  02/01/2024

  I’m not getting return calls or responses from *******. I want to sign the document but she is not answering my questions about co medical copay. Can someone else call me please 

  

  Business response

  02/09/2024

  Pekin Insurance has maintained ongoing communications with the claimant since our last update to the BBB.  At this time, the claim has been resolved and the release form signed. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2021 a lithium battery in my daughter's scooter exploded in our garage, and within minutes our home was turned to charred mound of rubble. In the weeks that followed we were kept from our things while pekin conducted the investigation. My 4 children and I were displaced with nothing. An insurance agent assured me they would help us find a suitable place to live while repairs could be made, as the agent determined it was not a "total loss". As months went by it became clear there was not a rental available in our area that would suffice a family of our size. Through word of mouth, we found out there was a local contractor who had a house available for rental, and passed this information on to Pekin. After staying with relatives for 2+ months, we were finally able to move in to, what seemed like, a suitable temperary situation. Pekin shuffled paperwork to ****** housing, who provided some random household supplies and we moved in. This predicament seemed suffice, until my family (especially myself and my 11 year old daughter) became ill. While the contractor took his time milking progress on our home renovations, he was banking 1000+ a month on rent. As I attempted to cope, I was met with constant conflict with trying to manage the hundres of pages of contents in the management system. I was forced to argue value constantly, to the point of exhaustion, which felt like was the intent. After 11 months in the rental, my family was away from home for an extended time, and upon returning to the rental, discovered visible black mold growing on the carpets, walls, bedframes, EVERYWHERE. I notified the landlord (my contractor!) AND pekin, and repeatedly begged for help, as I had become VERY SICK. That's when the contractor decided to demand a bunch of money from Pekin, who asked for receipts, which he chose not to provide. There is now a mechanics lein on my home, my adjuster attempted to just close the case, and I am paying tons of money to treat the poisoning.

  

  Business response

  01/04/2024

  Pekin Insurance takes all complaints very seriously.  We did receive a loss from the complainant and immediately began adjusting the loss in an attempt to mitigate any hardships and provide coverage as the policy allows.  In addition, Pekin insurance offered use of contractors and housing from within our vendor network as we could offer warranties and guarantees. Ms. ***** did choose to select her own contractor, as well as select a temporary home to stay in that was outside of any of these networks.  Thus, we cannot and do not provide any warranties or guarantees associated with the restoration or conditions of the temporary housing.  Additionally, no complaint was made about the condition of the housing throughout the course of the claim until recently.  Despite this Pekin has worked to facilitate communication between Ms. ***** and her contractor.  However, since we are not a direct party with her contractor or the owner of the temporary house we do not have any authority directly.  
  With regard to the contents Ms. ***** did utilize a network contactor for the pack out and cleaning of the contents.  We also provided a vendor to assist in providing an inventory of other contents that were not salvageable.   Pekin and our vendors have and continue to attempt to work with Ms. ***** on any concerns around the value of the contents and if selected items are salvageable.   We and our vendors have provided support for the positions and values.  In addition, we have attempted to engage in a dialogue and request information from Ms. ***** to support any differences.   To date we have not received any information to support her allegations.  
  
  Pekin insurance maintains we have adjusted this claim in good faith and within the provisions of the policy.

  Customer response

  01/05/2024

   I am rejecting this response because:

  I did notify **** ******, my adjuster who is no longer with pekin, of the fact that I was sick from the moldy rental home. I also WAITED, as stated in my original complaint, for ****** housing to find a rental for my family, which they were unable to do, thus leading us to the house that lead me to have toxic mold syndrom. The generalized statements in response to my complaints with pekin are all I ever get from them, which is a well worded BLOW OFF. They attempted to brush my situation under the rug by closing my claim without any notification to myself, who was still awaiting responses and reaching out to someone who is not even employed by their company any longer.

  I was told by **** ****** that he would need to meet with ** ****, the cleaning company, and myself in regards to the items I am rejecting. I attempted to set up meetings and heard nothing back from this company repeatedly. 

  Dealing with a fire and being homeless with 4 children was stressful enough, without the complete disregard I have been shown from Pekin. In addition, I have had to pay thousands of dollars in out of pocket expenses to try and combat the toxic mold syndrom that took over my body and brain during this time. The patronizing words issued by this insurance company are incredibly SAD, unethical, and inaccurate. I don't appreciate the unprofessional, irresponsible, greedy perspective this company has taken regarding my HOME, my HEALTH, and the health of my CHILDREN. 

  I have record of every text message, email, and call that has been attempted, in addition to the hundreds of pages of contents that I have tried to manage in their system. I have receipts for every item I have had to purchase, that the company has nickle and dimed me on constantly. I stand firm in my statements that Pekin has deliberately blown off my attempts to seek help.

  
  

  

  Business response

  01/18/2024

  Our insured is scheduled to meet with **** **** *********** ******* to review the disputed items. This will serve to make a determination as to whether certain items are salvageable. **** **** will provide a summary to Pekin Insurance so we can follow-up with the insured. It is our goal to provide Beyond the expected® service to all our policyholders and we look forward to resolving this situation.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was hit by ******** Pizza delivery driver on 11/17/23. Police were called and the other driver admitted his fault to the officer and on top of that I had dash cam in my car and footage clearly shows whose fault was it. I reported the claim to my insurance and they reported it to Pekin on 11/20/23. The next day (11/21/23) Pekin's claim specialist ***** **** called me with questions about the accident. I described what happened and she sent me an email confirming our talk and saying that she needs to contact insured now. I sent her copy of the police report and video footage from my dash cam. She confirmed in email that she was able to open it on 11/22/23. I sent her another email with some questions regarding estimate of the repairs but she never replied. I took my car for estimate on 11/24/23 and sent her another email on 11/28/23 asking if she received an estimate form the shop. I called her and left her a voice mail. She never replied to my email so I called here again couple of times on 11/29/23 with no response either. I called main Pekin's phone number on 11/30/23 and been that my claim rep needs to get a statement of the insured and she sees in the notes that she was not able to. My body shop called me on next day saying they received approve of their estimate from Pekin and I can schedule a repair with them. I tried to call ***** **** again on 12/1/23 to get the status of this claim but she didn't answer so I called main phone number and been told the same thing again, they are still waiting for other driver to call them back. I tried to call rep again on 12/4/23 but she didn't answer. I called Pekin again and been told there is no update to this claim and after my complaint about not able to reach my rep for over a week been told she is probably busy with other callers. So 2 weeks since claim was submitted both Pekin insurance and insured are avoiding my calls and I can't process with repairs that were estimated to $3,870.02.

  

  Business response

  12/05/2023

  When there is more than one insurance carrier involved, it can often take a little extra time to resolve the claim.

  Liability was confirmed and our policyholder was contacted today (December 5, 2023) with settlement information.

  This claim has been resolved.

  Thanks!

  Customer response

  12/11/2023

  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.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 18, 2023, we filed a claim due to hail damage on our roof and siding. The insurance adjustor came out and provided us with a quote on October 26, 2023. The insurance adjustor stated that we would receive 2 checks. We had asked if we can do the work ourselves and he stated yes, we would just need to provide proof that the work was done and provide pictures. We received the first check but never received the second one. I called and emailed with no response. Finally, after calling again the representative, I got advised that we would not receive the second check until after the work is done. This is NOT what we were advised. I provided proof of and email and asked for calls to be pulled but they said they can't pull calls. This has been the worst experience. How does this company expect you to pay for things when you don't have all of the funds? We are a family of 6 on a tight budget I can't afford to spend thousands of dollars upfront like this. No one at this company has showed any compassion at all. After this is taken care of I will be taking my business elsewhere!

  

  Business response

  11/16/2023

  *****,

  Your BBB complaint was filed at 7:49 a.m. on November 15, 2023. At 12:42 p.m. the same day, our property claim manager spoke with you to discuss the claim. A check for the remaining amount has been issued. We are sorry for any misunderstanding. Thank you for your business.

  Customer response

  11/16/2023

  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.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made several attempts to resolve to get my balance of my whole life policy to change to a different insurance company and Pekin has taken a unreasonable amount of time in resolving the issue . My first attempt was 2 phone calls and it was stated it will be released . I then called again after waiting 2 weeks and had not received anything, I then call again and was told they are holding it. So I sent more docs to state I want it released and Pekin stated it will be sent in the mail today. I wait another 2 weeks still nothing and call again. Pekin Life states it was sent on September 27th 2023. So I wait again they state it takes 2 to 4 weeks to get to Ohio from Illinois I feel it's a untrue statement. So I call today October 11th 2023 and was told they would direct deposit and cancel that one if we send a canceled check with our banking information. I did this promptly and was then told they have to reprocess the whole thing before funds are released . We feel as if this company is giving us a complete run around for quite some time and want this issue resolved quickly.

  

  Business response

  10/30/2023

  Thank you for contacting us. We're sorry we did not meet your expectations. We understand there were some delays with the mail, but after reviewing this case, we find that it has been resolved and all questions and concerns were answered in an adequate and timely manner. Should you wish to discuss further, please contact us at ************** and ask for policy services. Thank you for your business.

  Customer response

  10/30/2023

   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.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got rear ended on April 26th around 7 am. The people are great people, it’s their insurance that’s the issue. **** ( with Pekin insurance) called me the day after. A week later may 6th I got the estimate done and sent in. That’s when the insurance company stopped communicating. Three weeks later and several phone calls and getting voicemail after voicemail with NO call back at all, I had my insurance company get involved and they called THREE separate times only to get no response to them either. I messaged the people who rear ended me, found out they were having a tough time with this company too. They called the company and got things moving again. A supervisor called me, she apologized many times and said she saw the estimate and doesn’t know why it’s just been sitting there and no one took care of it, she sent it through “with urgency”. I got a call from **** and we scheduled for him to come look at the truck and take his pictures on Jun 9th 2023. He told me he would send it to the next step and I’d get a call in the next 24-48 business hours ( Monday-Tuesday the following week). It is now Monday 6/20/2023 and I have still gotten no call. I called the company 3 more times on Thursday and Friday 6/15 and 6/16 trying to see why I never got a call. On Friday I decided to call the manager of the region(*******) name was ***. I got his voicemail saying he was out of office, I left a message and here we are today 6/20/23 with no response still. Pekin accepted fault on all ends in this accident and it is not my obligation to contact them, however I feel like if I don’t try they will not do their job. They continue to ignore me and not respond. Even the “higher ups like managers. I feel like I’ve been more than patient with Pekin and they continue to blow off a financial burden caused by their insured person. I’m mentally and emotionally exhausted and drained over this, please help me proceed!! I am worried Pekin will not be fair with money for my totaled truck!

  

  Business response

  06/25/2023

  Pekin Insurance Company (herein referred to as “Pekin”) received the claim on April 26, 2023, and spoke with ***** **** *o advise that liability had been accepted on behalf of the Pekin insured and that an estimate and photos of Mr. ****** vehicle would be needed to move forward. Mr. **** contacted Pekin on May 2, 2023, to request the Pekin email address for his repair shop to send his vehicle estimate and photos. 
  
  It was confirmed by the investigator handling Mr. ****** claim that there were voicemail messages received from Mr. **** on May 18, 2023, and May 19, 2023, that were not returned by the investigator. Those calls should have been returned by the investigator and Pekin accepts responsibility for not meeting that service level agreement. However, every Pekin investigator’s voicemail greeting does advise callers that the caller can press zero to speak with the next live available investigator to assist with the caller’s claim. Based on our review of the entire claim file it appears that Mr. **** did not opt to speak with a live investigator for assistance at any point. In addition, there were no other confirmed voicemails received from Mr. ****. 
  
  After receiving Mr. ****** estimate and vehicle photos, Pekin confirmed that Mr. ****** vehicle would be deemed a total loss because the cost of repairs was more than the vehicle’s value. Mr. ****** claim has been assigned to a total loss specialist who, as of June 21, 2023, has been in contact with Mr. **** and presented Mr. **** with a settlement value. Once Mr. **** provides Pekin with the vehicle title, payment will be issued to Mr. **** for his total loss settlement. As of June 23, 2023, Pekin has yet to received Mr. ****** vehicle title to proceed with payment.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Homeowners insurance: house fire going on 2 years. Pekins has tried everything to get out of paying. Due to having to file bankruptcy after surviving Covid shut down and husbands health two months house catches on fire and we lost everything. Pekins came in with a company to throw out and clean up the fire then decided to put us through investigation and stopped our housing and all funds. During the long drugged out investigation, two EUO, second attempted to have the fire investigator try to find wrong in our doings. the stress caused my husband to have a stroke and he shortly passed away. Since then I’m slowly rebuilding my house. The biggest issues is they do not want to pay me for my contents. Instead they are trying to use a judicial estoppel and only give me what was stated on my petition from chapter 13 of $6,000 value on contents that was asked of a yard sale value. I’m insured at VIP replacement cost. They want to give me $6000 out of that I’m to pay for $16000 plus for the cleaning company they hired to clean up my contents. I’m at a negative with no way of replenishing my contents that I lost in the fire. Fire was ruled not arson. Yet they want to treat me like a criminal.

  

  Business response

  03/31/2023

  The insured is represented by counsel in this matter and is also represented by a public adjuster. Negotiations on these claims are ongoing. Pekin Insurance maintains that these claims have been handled in accordance with the Policy and in accordance with the law.

  Customer response

  03/31/2023

   I am rejecting this response because:
  Where in my policy does it say you should have to fight to get money from your insurance for two years while they put your through hell and you have to spend money that is nonrefundable to fight for your rights to what is owed to you that is listed on your VIP homeowners' policy?
  
  

  

  Business response

  03/31/2023

  The insured is represented by counsel in this matter and is also represented by a public adjuster. All communication between us and the insured must go through the insured’s legal representative.  Thank you.

*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. ↩