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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This insurance company is not honoring my contract. They are not offering the service and conditions I've been paying for. My car was vandalized and I submitted my claim...as well as filed a police report because it was a hit & run. I'm being made to pay for my car rental, which should be covered by my insurance policy. They will not return my phone calls. I'm desperately in need of help! I need a resolution ASAP due to the fact, my job requires I have a vehicle!Customer response
07/13/2024
I have not heard from the business in response to my complaint
Business response
07/15/2024
We received ********************** claim for damages to her vehicle on June 19th. She alleged that her vehicle was struck while parked by an unknown vehicle. We investigated the matter and determined that inconsistencies in the reporting of the loss resulted in a denial of coverage for the claim. We cannot go into detail about the nature of the investigation nor its findings for privacy reasons. The investigation was completed in a timely manner and ******************** has been notified of our position both in writing and by telephone. We assure you that we were in constant contact with ******************** throughout the claims process that lasted from June 19th to July 2nd.Initial Complaint
02/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company is a joke what do u pay car insurance for. Seems like this company doesnt like to pay its hard paying customer who pay **********************. There was damage to my vehicle and dont know how it happened. If something unexpected happens to ****** dont expect this company to help you out. Had a rep hang up on my mid conversation very unprofessional company. Gave them everything I know about this claim and still a denied claim. They had their investigation papers in by around *** 21 waited the full 30 days until they had given me the denial and wouldnt tell me why over the phone and made me wait the full 30 days didnt do their part on getting the police report. This company doesnt do their job to get the info they need and only listen to things that benefit them not their customers. Like *** said many times I have no clue what happened and was told by a rep their I would have to admit guilt to something I didnt do by the rep who hung up on me unprofessional.Business response
02/19/2024
********,
As you are aware, our Special Investigations Unit and Accident Reconstruction team thoroughly investigated this claim. If you have questions regarding their findings,which we obviously would not discuss in this forum, we certainly can provide additional information. Please contact us directly if you would like to discuss further.
Customer response
02/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
You told me I dont have a police report and thats why I was denied. You didnt do any research to get this info because it is in the ************ they have it and I sent it to you. I was told I wouldnt receive another denial letter brocade the first one was incorrect brocade there is a police report. If this is going to be you answer send me another denial letter explaining to me why it is denied where the first denial letter is not correct and up to date.
Business response
02/25/2024
********, as mentioned in the original response,we would be happy to discuss further if you would like - please contact us directly at ************************************Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Norfolk and Dedham covered my home owners insurance for over 20 years. We have never filed a claim. They requested pictures of my two dogs. After receiving, they issued a non renewal based on the pictures stating it looked like the dogs might have either pit bull or German shepherd dna. My vet sent them paperwork clearly stating neither of them do. They still refused to renew my home owners insurance even though neither dog has any history of violence. One dog is an ********** Kelpie and the other is a boxer husky mix. They stated it was then based on the size of the dogs but refused to send paperwork showing guidelines for not insuring dogs more than 55 lbs. I was then told they do not insure homes with dogs. We believe they are lying to us and we were targeted and discriminated against. We provided all the necessary paperwork to refute their claims. Please advise us what rights we have. Thank you.Business response
06/16/2023
Please see attached response.Customer response
06/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
We had provided additional paperwork from our vet that clearly states that **** is a boxer/husky mix. We were still denied coverage. We were advised we would have to submit a DNA test proving it and that they do not cover homes with dogs our size. I am still waiting on the paperwork from this company showing us that DNA test results are required in top of veterinary paperwork.
Business response
06/21/2023
See attached response.Customer response
06/21/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
This was the additional paperwork we sent over. We were rejected again and told this was not enough. It clearly shows boxer/husky mix on two different forms. Our agent told us still was not enough proof and the insurer said our dogs were too large and they no longer insure homes with large dogs. We were told we would have to send in a DNA test even after providing the additional paperwork.
Initial Complaint
01/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
the company above is the insurance company of my car. My car was hit taking to the body shop by suggestion of Norfolk and Dedham group as well as was to rent a car from *************). I am experiencing two issues:1- Norfolk and Dedham has not reimburse me for the rental of the car (*******) was deducted from me account by *****. I have been almost 9 month reaching out to the Norfolk and Dedham and I have been getting the run-around (please submit the receipts along with your SSN card and ID (to check with IRS and child support) never hear of that before). I have called so many times and always resent the same doc and wait 20 days. which have turned into 9 months. 2- I am unsure why would ***** charged my card without authorization when they were p=supposed to charge the insurance company. I just want my money reimburse.Business response
01/20/2023
Consistent with the Hertz rental invoice supplied in support of ******************** claim, payment in the amount of $1,064.25 has been approved and a check in that amount will be mailed to ******************** attention early next week.
Thank you.
Initial Complaint
06/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
on 5/31 i noticed i had a charge from norfolk and dedham on my checking account . i had chosen a new insurance so was confused when i seen the charge . im guessing the cancellation had not gone through yet ? the charge sent my checking account into a negative balance . i am asking norfolk and deham to please re imburse me for the total of ****** which covers a total of 5 over draft fees in my bank account . over draft fees that were caused by this charge that should have never happened .Business response
06/10/2022
Upon receiving the BBB complaint from **************, our billing department reached out to him to address his concerns. A refund has been agreed to that will make ************** whole, including overdraft fees.
I am told that ************** is satisfied with this outcome and that this agreement should close the matter.
Customer response
06/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Marco
norfolk did reach out to me , i will close the claim once i have received reimbursement . thanks so much.
Initial Complaint
01/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A vehicle i owned was in an accident, it was being driven by my son at the time. He has Ma drivers license and accident was his fault. insurance company said they won't pay for the claim because he wasn't listed as additional driver. I have full insurance on vehicle. accident happened in September
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