Complaints

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:09/25/2024

  Type:Customer Service 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 am going through the cancellation process and moving my properties to a new insurance provider after gross incompetence and then antagonistic behavior taken against me by Proper Insurance employees. There was an issue where my mortgage lender did not receive proof of insurance. I attempted to resolve the matter with Proper but they were argumentative and claiming confusion as they say that proof of insurance was sent. I ended up sending proof of insurance myself and looking for a new insurance provider. I contacted Proper regarding my plan to move to a new provider based on the situation I encountered with them and inquired about cancellation fees. I was greeted by a lot of antagonistic and bullying emails from Proper claiming my inquiry about cancellation satisfied request requirements for them to cancel my policies. I would like to ask for cancellation fees to be waived given their incompetence in handling a simple situation. So far they are standing by their cancellation/underwriting fees and I would like the matter to be addressed via this public complaint.

  

  Business Response

  Date: 10/24/2024

  My name is Darren P******** and I'm the co-founder of Proper Insurance. This complaint as well as other complaints from ****** ******* on other review platforms such as ****, ******, and ***** ***** have made it my desk. Proper Insurance handles complaints with the utmost seriousness and we are very proud to have only had a few in over 10 years of operation. After reviewing all of the documentation and communication, this appears to simply be a breakdown in communication in which one of the parties involved made an error, either ******, Proper, or ******'s bank/lender. Our Director of Sales, Nicholas M***** personally got involved this case and appears to have done a good job in resolving the matter. Here is his response from another platform: "****** we are saddened to see a negative review from a multiyear client like yourself. The confusion on our end comes from the claim that we did not provide appropriate documentation to your lender on the insurance policy renewal. On 07/02/2024 we sent proof of insurance and the invoice for the renewal premium to your lender. On 08/02/2024 the lender provided payment for the renewal premium via escrow. Since they paid the premium based on the provided invoice in July, it means they received the proof of coverage. Additionally, this invoice was not sent until you had wrapped up the pre-renewal items and adjustments to your limits of insurance. Again, we are saddened by the negative review here however we must defend our position in that all items required by the Department of Insurance and your lender were handled in a timely manner." I will add that we are happy to provide the documentation to BBB. When a client of Proper purchases a policy and it is issued, there is a significant amount of time and resources involved, therefore, if a client then decides to cancel the policy before renewal, we issue a pro-rated refund of premium, but we keep our policy fee, which I believe is +/- $100; in other words, this is non-refundable. Given that ****** has gone to such great lengths and spent his time to publicly criticize Proper Insurance and our employees, I'm more than happy to refund him his policy fee, which I have already instructed our accounting department to do. Hopefully this is enough for ****** to close his complaint. We wish him nothing but success with his vacation rental properties. Thanks. 

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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.

  Hello, I am looking to file a complaint and hopefully get my payments. This company has deleted my account even after I complied woth their rules. I brought them people to get quotes and they said they would pay me even if the customers did not get an insurance plan. I had over 70 people get quotes and with them seeing that, they chose to delete my account and not give me my deserved payment. I have a screenshot of their original policy as evidence. I have tried reaching out to them and have had no luck.

  

  Business Response

  Date: 05/16/2024

  Beginning on May 1st, and escalating significantly in the past 48 hours, there has been hundreds of fraudulent Proper Insurance Affiliate Program accounts created; in which users have created accounts and generated insurance quotes for themselves, using the same IP address, to try and receive compensation. Further, there has been communication from the account owners to others to also generate unqualified quotes, as displayed int eh attached social media post.
  
  Since this is clearly an attempt to commit fraud, all affiliate program accounts created since May 1st are being cancelled and sent over to our legal department. All we know at this point is that a social media group is behind it.
  
  Assuming you are not part of this group, we are happy to work with you in joining our current affiliate program.
  
  The affiliate program you joined, and the one referenced above is *** *********, which is not the current program we use, it was our legacy program. The current program we use is on **********, and we welcome you to start the application there.
  
  It’s important to understand both the legacy program and current program only pay for “qualified leads”, which is clearly outlined in the terms and conditions of both. A qualified lead must be unique (not previously quoted in Proper’s system), must be accompanied by valid and complete contact information, must be relevant to the insurance product we offer (a short-term rental property owner), and may not be submitted by the affiliate account owner. Leads failing to meet these criteria are deemed unqualified and ineligible for payment.
  
  Regarding the leads you generated recently, again, our legal team is reviewing all accounts. If you generated qualified leads, we would certainly honor those.
  
  Feel free to reach back in 7-10 days to check the status of our account, but at first glance, none appear to be qualified. 

  Customer Answer

  Date: 05/22/2024

  Hello, I just wanted to give an update on the Proper Insurance Company, they had posted their policy saying that we'd get $50 per referral even if the customer did not purchase a policy, they gave us the green light to promote on OUR SOCIAL MEDIA ACCOUNTS, once they saw we were bringing in people they resorted to saying they had been hacked and they went as far as reporting our post. They have deleted all of our accounts to leave us without any evidence. They falsely promoted a referral program they weren't ready to pay, I find it unfair that we took our time to work with them to not get compensated at the end.

• Initial Complaint

  Date:04/09/2024

  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.

  I paid to start insurance for a short term rental property, I was required to pay an initial fee of I believe $200 the company then had several requirements to finalize insurance coverage. This involved expenses for the homeowner (as I manage the str and the home is owned by a relative) nor I were willing to cover (they carry their own insurance I wanted the insurance solely for the bedbug coverage). I ended up just asking for a refund as I just didn’t think I’d be able to cover the expense of their requirements I received push back (was never told no) and then I was just ignored all together. I never received coverage or a refund. I understand them having these requirements but I would like my money back and I think it could have been handled better. The amount below is for the initial payment I will have to check my records but there may have been more.

  

  Business Response

  Date: 04/16/2024

  My name is Darren P******** and I'm the co-founder of Proper Insurance and actually still monitor our BBB account. In 10 years, I believe we have received 2 formal complaints to BBB, with this being the third. Please provide me with your name, email, and phone number and I'm happy to look up your account and see exactly why you were not refunded the $200? This seems very odd to me as from time/time we do have clients who purchase our insurance policy, but then realize for whatever reason, they want to cancel flat, meaning no coverage, almost like the purchase never happened. When this is the case, we of course need clear communication from the client that they want to flat cancel. In other cases, when the policy has already gone into effect and coverage is provided, meaning, had there been a loss, such as a house fire, we would have responded via the policy or contract, naturally, we are unable to fully refund a policy as technically, we were insuring the property. My guess is that you may not have requested a true "flat cancel" or something. Again, please send me your details and I'll make sure to get to the bottom of it quickly. Thanks- 

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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.

  Re.: Insured(s): ****** **** Insurance Carrier: Proper Insurance Services (is a cover holder at ******* ** ******) Claim Number: ********* Date/Type of Loss: 02/05/2024 (Water damage - Cat 3 Loss) Loss Location: ***** ********* *****, Woodland Hills, CA 91364 I have a water loss for my rental property. On February 22, 2024, the Field, Mr. S*****, forwarded his Damage Repair Estimate to the desk adjuster, Mr. Matthew S****** (confirmed via text message exchange). I have made a formal request as per California Insurance Code Section 10082.3 for the "Damage Repair Estimate" that was prepared by the field adjuster, Mr. Kalil S*****. This estimate was based on his two-time inspection of the damage to my property on February 16 and 21, 2024. The two desk adjusters, Mr. Matthew S****** and Mr. Chad M***** refused to send me a copy of the requested damage repair estimate. The insurance carrier's purposeful withholding of the Damage Repair Estimates constitutes a violation of the California Code of Regulations. It may be perceived as a failure to act in good faith when handling my claim. This, in turn, breaches the covenant of good faith and fair dealing and further deprives me of the entitlements owed to me under my insurance contract. I request your assistance in investigating this matter, as the insurance carrier has not adhered to appropriate claim settlement practices and is depriving me of receiving what is owed under my insurance policy. Thank you.

  

  Business Response

  Date: 03/08/2024

  Dear BBB. This insured also submitted a complaint to the dept of insurance in California. I have attached our response letter. We feel this complaint on BBB shoudl be dismissed. Please read the response we wrote up which has all the details of the complaint. Thank you.

  Customer Answer

  Date: 03/11/2024

  Loss Inspection:
  The adjuster is intentionally delaying the claims process until a civil engineer vendor, who has no authority to determine coverage, looks at a toilet that's clogged and then unclogged by a plumber on February 5, 2024. This delay is unreasonable and unjustified.  Further inspection by a third-party vendor who has no authority to determine coverage is unjustified and unwarranted.  Alternatively, I have no objection to the carrier's licensed claims field adjuster, Mr. Kalil S*****, who can make a coverage determination, re-inspecting my loss (for the third time) for further verification. 

  Copy of All Claim-Related Documents:
  I requested a copy of all "Claim Related Documents" pursuant to California Code Section 2071 and California Insurance Code - INS § 10082.3.  The statute defines these documents to include bids, estimates, scopes, appraisals, etc. The insurer must provide the documents within 15 days after they are requested.  I asked for the above on February 27, 2024.  On March 1, 2024, the desk adjuster sent me a damage repair estimate with zero value, claiming it was the entire repair estimate. However, the desk adjuster removed all the damaged rooms from the field adjuster's estimate of about $330k (confirmed via text message exchange) and sent me a zero-value estimate instead.  I request a complete damage repair estimate of the field adjuster Mr. Kalil S*****.

  Improper Claim Adjustment by Proper Insurance Services LLC (hereinafter" PIS"):
  I am a property owner and manage about 50 rental homes. I have referred over 60 clients to PIS and hold five insurance policies with Proper Insurance Services.  I trusted PIS and paid my premiums faithfully and on time, hoping to buy peace of mind. However, I now feel betrayed by PIS in my time of need. Despite placing my trust in the insurer, PIS did not honor its obligations and failed to protect my interests. Instead of looking for ways to find coverage and consider my interests equal to their own, PIS employed tactics to minimize and/or deny my claim. PIS took a myopic view of my claim and focused only on denying it with the intention of causing me financial harm with a willful and conscious disregard for my legal rights.

  Comparative Estimate:  The desk adjuster informed me that he currently has a comparative estimate from Mr. S*****. Why hasn't the desk adjuster applied policy coverage to this estimate to move the claim forward?  California Code Section 2071 and California Insurance Code - INS § 10082.3 define this comparative estimate as part of the claim-related document?  Why the desk adjuster is not applying coverage determination on the loss caused?  Why the desk adjuster doesn't send me a copy of the comparative estimate, even if he hasn't applied coverage determination to it?  The desk adjuster is seeking ways to evade payment responsibilities and focus solely on denying my claim.

  Accept or Deny the Underlying Claim:
  Pursuant to California Code Section 2071 and California Insurance Code - INS § 10082.3, I submitted my partial "Proof of Loss" on 2/17/2024 for $332,694.97.  Considering the foregoing, per Section 2695.7(b) of the California Code of Regulations, the desk adjuster is requested to move forward with my claim, accept or deny further payment, and provide his reason in writing without further delay.

  Thank you.
  

  

  Business Response

  Date: 03/30/2024

  This client has also filed a complaint with department of insurance in California. Please see attached our response. This is an open claim. Not sure what else we can do here.