Complaints

This profile includes complaints for Shelter Insurance Corp Office's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shelter Insurance Corp Office

  1817 W Broadway Columbia, MO 65218-1000

• 

  Shelter Insurance - Wesley Veasman

  694 SE 3rd St Lees Summit, MO 64063-2813

• 

  Shelter Insurance Corp Office

  2024 Park Ave. Paducah, KY 42001

• 

  Shelter Insurance Corp Office

  7664 N Oak Trfy Gladstone, MO 64118

• 

  Shelter Insurance Co

  2215 Frederica Street Owensboro, KY 42301

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:04/14/2025

  Type:Service or Repair 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.

  This agency intentionally used abbreviations to deceive me into signing a form that waived uninsured motorist coverage for my vehicle to be protected in case of a collision. The form contained only abbreviations, with no clear explanation of what they meant. I was verbally assured that my car, myself, and my medical bills would be covered. Instead, I was forced to get uninsured motorist coverage when I only wanted liability on my truck. The agent who signed me up, ******, told me I was not allowed to get liability and had to get uninsured motorist coverage. Fast forwardmy son had my permission to drive my truck to the store when he was hit by a driver who fled the scene. My grandson was in the car at the time. Now, this insurance company is refusing to pay for the damage to my truck. I have no idea if they will even cover my grandsons medical bills because Ive been completely ignored by the agencys owner, ********.******** has shown zero professionalism or sympathy. After being told he would call me back, I have heard nothing in almost two weeks. Every time I call, I am told he is dealing with a family emergency. I explained that ****** must have made a mistake in my policy, yet my coverage is still being denied. The only thing I see in the clause is that I REJECT UMPD, which I was tricked into *************, I spoke with the receptionist, ****** (or whoever she is), and she informed me that my insurance will be canceled on April 4th due to my son being the driver at the time of the accidenteven though Arkansas is a permissible-use state. Initially, they sent me to a claims agent, ********, who asked for paperwork but has since ghosted me for nearly two weeks. When I finally called today, ****** smugly informed me that they are still taking money out of my bank account despite canceling my ********* policy was cancelled after I was in an accident

  Business Response

  Date: 04/16/2025

  Shelters Claims and ******************** have discussed these issues with Ms.********.  In addition, we have responded to the complaint filed with the ** DOI. Our review of the policy determined the insured signed to reject the **** coverage, so there was no coverage for the vehicle damage. Ms. ******** suggests the agent made an error. Our investigation determined, the agent did not make an error or omission, so that claim was denied also. Regarding the policy cancellation, the claim occurred within the first 60 days of the binder date. Our underwriting guidelines allow us 60 days from the binder date to accept or deny the risk.  Shelter decided not to continue coverage, so the auto policy was cancelled.  Our decision remains unchanged.

  Customer Answer

  Date: 04/20/2025

  Complaint: 23205201
  
  I have reviewed the business' response and am rejecting it because:  I was paying for property damage of my vehicle, and it clearly states that in my declaration page, and my premium that I was being charged for it. My complaint remains unchanged.  I was with the company for about six months last year under liability coverage with an agent named ****. After a short period with another provider, I returned to Shelter Insurance through a different agencythis time with agent ********.
  
  
  When I re-enrolled, I spoke with a representative named *****, who informed me that I could no longer obtain liability-only coverage. Instead, I was told I had to carry uninsured motorist coverage. ***** assured meverballythat this would protect me and my vehicle in the event of an accident involving an uninsured driver.
  
  
  Unfortunately, my son was later involved in a hit-and-run while driving my vehicle. The other driver fled the scene, and we have no way of identifying them. To my surprise, Shelter has refused to pay for the damages to my vehicle, despite the fact that my policy clearly includes a charge for property damage under the uninsured motorist section. Ive reviewed my declarations page, and it shows I was paying for this coverageso who exactly is the property damage coverage for, if not for me in this very situation?
  
  
  I was told by Shelter that the property damage coverage under uninsured motorist is only for instances where someone hits me, or I if I am involved in an accidents with and uninsured driver I would be covered, which contradicts the entire premise of having uninsured motorist coverage if its not true. Even my attorney agrees that this doesnt make sense.
  
  
  In addition, Shelter canceled my policy after this incident, despite the fact that Arkansas is a permissible-use statemeaning I had every right to allow someone else (in this case, my son) to drive my car.
  
  
  I also want to highlight how the contract was presented. ***** sent the paperwork through DocuSign, and I trusted her guidance without realizing I was being misled. I did not deny uninsured motorist property damage (UMPD), and I never saw a clear explanation of what UMPD actually meant in the contract. There should have been a plain-language description before the parentheses, not vague legal jargon.
  
  
  Since the accident, Ive heard nothing from the claims adjuster in over a month. After repeated attempts to contact her, I was met instead with her supervisor, ****** who yelled at me over the phone and treated me with complete disrespect. That experience forced me to escalate the situation to the corporate office because I was getting nowhere.
  
  
  At this point, I feel deceived, disrespected, and discriminated against. Ive paid my premiums in good faith, only to be punished and abandoned when I needed support. Shelter Insurance seems to do everything possible to avoid paying legitimate claims. I am now considering legal action because I believe my rights as a consumer have been violated.
  
  
  I hope this message reaches someone who can take it seriously and help resolve this matter.
  
  
  
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 04/20/2025

   I need to edit the original complaint I am complaining because not only did they cancel me for making a claim they also will not pay for property damage on my vehicle which I was clearly paying for inside of my premium. Please add this to my complaint. I want them to pay for what they did to my vehicle 

  Business Response

  Date: 04/22/2025

  As stated in the initial response, Ms. ******** did not have Uninsured Motorist Property Damage coverage (UMPD) on the policy.  At the time of the loss, the Auto policy had Uninsured Motorist Bodily Injury (****) coverage.  Ms. ******** hired an attorney to represent the parties injured in the collision. She should discuss the coverage issues with the attorney.  Our investigation determined there was no coverage for Ms. ******** vehicle.  In addition,we completed an investigation under our agents E&O coverage. The investigation revealed our agents office did not commit an error or omission, so that claim was denied. The only coverage available is under ****. Our decision remains unchanged.

  Customer Answer

  Date: 04/24/2025

  I do not agree 

• Initial Complaint

  Date:04/09/2025

  Type:Billing 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 writing to formally dispute the recent cancellation of my H33333233353**6333830H policy (Policy # **-1-10720044-15) with Shelter Insurance Company, which I was informed occurred due to too many returned payments.This reason is both inaccurate and misleading. I have consistently made my premium payments using Apple Pay, which is linked to my valid and fully funded account. At no point did I receive any indication from your system that Apple Pay was not an acceptable or recognized method of ********** appears that your payment processing system may not recognize Apple Pay transactions in the same way it does traditional direct deposit or bank-linked payments, and therefore may have incorrectly classified my valid payments as returned. This technical issue should not be grounds for cancelling my policy, especially without proper warning or communication.I respectfully request the following actions:1.A full review of my account and payment ******************* reinstatement of my policy without penalty or lapse in coverage.3.A correction of my payment record to accurately reflect the legitimate payments made via Apple Pay.4.Clear and transparent communication on acceptable payment methods going forward, including any known limitations with Apple Pay.This situation has caused me unnecessary stress and concern. I have upheld my responsibility as a policyholder and should not be penalized due to a technical misunderstanding. I kindly ask for this matter to be resolved swiftly and fairly.

  Business Response

  Date: 04/10/2025

  ********* ******** contacted Shelter directly to discuss the returned payments.  Our Underwriting Supervisor spoke to Ms. ******** on April 10, 2025. He explained Shelter sent 6 letters stating the premium was not honored. Regrettably, the method of payment was not corrected.  The insured had the ability to pay and keep the policy active by paying the needed premium by February 28, 2025.  Unfortunately, payment was not received by that date or not honored.  Our company policy is not to accept more than three return payments in a calendar year.  Due to the number of returns, Ms. ********* policies are not eligible for reinstatement. *********** was advised of our decision.  I am sorry my response is not more favorable. 

  Customer Answer

  Date: 04/11/2025

  Complaint: 23185188
  
  I have reviewed the business' response and am rejecting it because:
  
  
  My payments were made in a timely manner by using the shelter mobile app. After speaking with my agent, I was informed that Shelter has updated billing policies that have caused several others to have the same issue. Although, the incorrect card was on file, I manually made each payment through the app using my bank card (on time) and my ACH info was on file as well. 
  

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

  Business Response

  Date: 04/18/2025

  Our billing system allows recurring cards and ******** account payments. Customers must authorize the withdrawal from these accounts via e-signature or wet signature. The insured had an incorrect card payment on file, then tried to manually pay through the app. If the recurring card is marked invalid",that recurring payment will not be presented to the card processor because the assumption is that it will be declined.  If the stored card gets declined,indicating the account is no longer considered good, it is marked as invalid,preventing any future use. The insured tried to use the card through the app and it was not accepted. Our records do not indicate a request to use a new card was submitted by our agent. Shelter will not reinstate due to the number of returned payments in the calendar year. Our decision remains unchanged.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23185188
  
  I have reviewed the business' response and am rejecting it because:
  
  I, the insured, made multiple claims payments through the app. I never added a new payment method as the app reflected the correct banking account information. 
  

  I manually made the card payments which is my payment history reflects that. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair 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 writing to file a formal complaint regarding the handling of my homeowners insurance claim. Despite providing clear documentation of purchase prices, current market values, and replacement coststotaling over $20,000Shelter offered a fraction of the amount necessary to replace these items. I stored brand-new, tag-attached luxury items ******* ********* *********, **** Saint *******) in the back storage area of my home. After stolen, I submitted a claim listing: Original purchase price for each item, Current Market Value, and Replacement cost (verified at well over $20,000). The adjuster ****** ********** initially offered a $3,000 check, and a total reimbursement of $7,000 When I explained that replacement costs for these items (e.g., a jacket purchased for $1,000 now retails for over $5,000 and cannot be replaced for less than $4,000), Mr. ********** insisted he would not pay over the amount originally paid and declined to update his valuation despite evidence from the ***** representative confirming and providing the correct stock-photo with the item number corresponding to the item numbers on several receipts. I escalated the matter to customer service, where Mr. ***** ***** reviewed the claim and acknowledged that the item number on file did not match my leather jacket. He stated that I was correct on the replacement value if in fact the item was for a leather jacket, and not the item he thought it to be. He agreed to consult Mr. ********** but left the ultimate decision to him. Despite submitting clear documentationincluding stock photographs, receipts, Mr. ********** refused to adjust the valuation or replacement cost. I respectfully request that Shelter honor the replacement-cost provisions of my homeowners policy and pay the full amount necessary to replace my stolen items at current market prices. I can provide any further documentation needed to verify these values.

  Business Response

  Date: 04/14/2025

  The insureds personal property was stolen from her home on October 18, 2024. To determine the values, Shelter sent the list of stolen items to Research and Replacement (R&R), a third-party vendor. Our investigation determined some of the luxury items were purchased from designer outlet stores not retail stores. R&R provided the total market value and restoration cost (replacement) on the personal property. The insured disagreed with the amount of the evaluation. Our supervisor called Mr. ****** at R&R to confirm the evaluation was correct. Mr. ****** said no changes should be made.  ********* was given Mr. ******* contact information so he could explain the evaluation.
  
  Our normal business procedure is to issue payment for the total market value. Once the items are replaced and receipts/invoices submitted, Shelter will reimburse up to the replacement cost listed on the evaluation. The market value payment was issued on November 12, 2024. The insured has up to three years from the date of the loss to replace the items and submit receipts/invoices to recover the replacement cost value.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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.

  short_textComplaint ID: ************** Required!Complaint InformationComplaint *************** Filed:3/17/2025Complaint Type:Customer Service IssuesFiled ***************************** ***********************************************************************: (408) 278-7400Fax: (408) 278-7444Email: ********************************************: ************************************************************************************************************************************ InformationName:******** JohnsonAddress:********************************************************************************** Phone:(573) 825-0353Evening Phone:None ProvidedFax:None ProvidedEmail:****************************** InformationBusiness Name:*****************Address:**************************** DetailsAfter discovering my Auto Insurance went up again. I called Shelter Insurance to find out. I was told there was a policy change. I decided to check my policy and I discovered, they had my Mother listed as a driver. I called the new agent that I was assigned to earlier this year. I asked him why is my mother name on my policy considering I never gave them the approval to add her to policy. He told me it's become we share the same address. I explained to him my mother has her own auto Insurance and her own car. Plus I never gave Shelter Insurance approval to add her to my policy. He tells me I will to provide proof she has Auto insurance for the last 4 years. He told me she has been on my policy for for over 4, since I got Insurance from Shelter Insurance. I tried to explain to him that I never told anyone from Shelter Insurance to add anyone to my policy because I will be the only driver of my truck. He told me he wasn't the original Agent who sold me the policy and would be up to me to prove my mother had Auto insurance. I called the corporate office of Shelter Insurance and I asked the lady I spoke the same question about why is my mother on my policy without my approval. She told me my approval didn't matter because we share the same address they added her to my Auto Insurance policy without my approval.

  Business Response

  Date: 03/21/2025

  I read the complaint filed by ********* *******. Our records indicate ****** ******* was rated on the policy since the March 11, 2021 policy inception date.The insured had one vehicle with two operators listed, so we had to rate both drivers. Shelter sent Auto Policy Declarations with each renewal notice since the policy inception. The declarations show the drivers/additional listed insureds rated on the policy. If the drivers were not correct,  Mr.******* should have notified the agent.  Mr. ******* notified his agent on March 13, 2025 and a policy change was submitted deleting Ms. ******* effective that day.
  
  Policy declarations are sent to insureds to allow them an opportunity to review the coverage and confirm the policy is correct. Unfortunately, Shelter was not notified until recently.  If Ms. ******* was involved in an accident while driving this vehicle, we would have provided coverage.  Therefore, Shelter will not issue a refund of the premium. I am sorry my response is not more favorable.
  

  Customer Answer

  Date: 03/24/2025

  Complaint: 23090753
  
  I have reviewed the business' response and am rejecting it because: as I stated in my complaint, when I signed up for insurance was shelter insurance I told the insurance agent that I will be the only one on this policy. And never gave him permission to add my mother there was no reason to have my mother she has her own insurance as well as her own car. On top of that she does not drive my truck at all and never have and never will. The only reason her name is on my policy is because of shelter insurance policy because we share the same address. I'm in the process since I'm forced to do this to prove that she had auto insurance during the time period that I've been with shelter insurance. She has insurance with two separate insurance company one is AAA and the other is AARP. As of right now I've already received a letter proving that she has insurance with AAA through the year of 2024 I'm in the process of contacting **** to get the additional years proving that she does and it has since 2021 had auto insurance over owned. I will provide shelter insurance the proof and I would like to get a refund for the additional charge of having her name on my policy without my permission which caused my premiums to go up without my permission. I would like to get a refund in full for those four years.
  
  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/26/2025

  In response to the rebuttal, our agents do not automatically list drivers on a policy. During the application process, insureds are asked questions so we can properly rate the policy. The insured would have provided his mothers driving information to the agent. Otherwise, we would not have had Ms. ******** information. 
  
  As stated in the initial response, insureds have a duty to make sure the coverages are correct. The Auto policy under Your duty to make sure your coverages are correct states the insured agrees to notify Shelter within 10 days of the date they receive any Declarations if they believe the coverages, or amounts of coverage, it shows are different from those requested.If the insured does not notify us of a discrepancy, we will presume the policy meets their requirements.  Mr. ******* did not notify us until recently that his mother should not be listed on the policy. Once notified, her name was removed from the policy.
  
  As previously stated, if Ms. ******* had driven the vehicle,Shelter would have provided coverage.  A review of the policy shows Mr. ******* benefited from using his mother's insurance score. Correcting the policy using his insurance score will result in an increase in the premium. Future renewals will use Mr. ********* insurance score. The premium calculated is a result of numerous rating factors which include insurance score, filed rates, driving record, claim history, etc.  Based on the information provided, Shelter will not refund any premium, nor will we request additional premium.

  Customer Answer

  Date: 03/26/2025

  Complaint: 23090753
  
  I have reviewed the business' response and am rejecting it because: as I clearly stated from the very beginning I told the insurance agent that I will be the only person driving my vehicle and the policy should be in my name only not my mother's name. Nor did I tell him to add my mother on my policy or user ********************** history I have my own insurance history which there is no issues with it whatsoever have never made a claim in my 62 years of life for any type of insurance claim that was my fault. As far as knowing who's on my policy because I stated that at the beginning I felt that was no reason for me to check this policy every year even though. My policy plan has went up in price each year for the last 4 years. And I also called to inquire why the policy has increased each year it went up. For the last 3 years I was told nonsense regarding covid-19 was a reason why it was going up no mention of the fact that I had a second ****** on my policy. On the 4th year which would be this year there was another increase and I like I did in the past call again to find out why it's going up this time and I was told that my roadside coverage which was included in my policy is no longer included and they will be charging me for the it from here on out. With that knowledge I decided to look at the policy using the app because I wanted to know if they've changed anything else on the policy itself and that's when I discovered my mother's name was listed as a ****** without my approval. The previous three years I was told it was related to covid-19 nothing to do with it individual let alone my mother or any other issues with the policy other than something outside of the policy. And since I did not give anyone the approval to add my mother's name on my policy plan without my permission I feel this is fraudulent and misleading. As I stated I am gathering up information to prove she had her own insurance during those four years and if you need more years I can get them as well we have never shared insurance and we have never shared cars or any form of automotive vehicles ever. I still would like to get reimbursed in full as I've already stated.
  
  
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 03/27/2025

  After speaking to representatives from **** regarding providing proof of my mother having insurance for the year 2021 through 2023. They were not able to provide me with the information to prove that she has insurance because based on their policy if the policy is closed after one year they don't retain that information. At that time all they have on record is that the policy was no longer active. Doesn't contain any dates just the status that is no longer active. With that in mind I'm unable to get the information I needed for that time period however I did get the information from *** for the entire year of 2024 to prove that she did have insurance with them. I will turn this into shelter insurance and see whether or not if I can get a refund for that year. I'm suspected I probably won't. So, I don't want to waste any more of the better Business bureau's Time you can go ahead and close this complaint cuz I don't feel shelter insurance is going to be willing about solving my problem and I have suspicion that they will now begin to raise my premium because I file a complaint.

  Customer Answer

  Date: 03/27/2025

  After speaking to representatives from **** regarding providing proof of my mother having insurance for the year 2021 through 2023. They were not able to provide me with the information to prove that she has insurance because based on their policy if the policy is closed after one year they don't retain that information. At that time all they have on record is that the policy was no longer active. Doesn't contain any dates just the status that is no longer active. With that in mind I'm unable to get the information I needed for that time period however I did get the information from *** for the entire year of 2024 to prove that she did have insurance with them. I will turn this into shelter insurance and see whether or not if I can get a refund for that year. I'm suspected I probably won't. So, I don't want to waste any more of the better Business bureau's Time you can go ahead and close this complaint cuz I don't feel shelter insurance is going to be willing about solving my problem and I have suspicion that they will now begin to raise my premium because I file a complaint.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 1/24/25 I went to the Shelter insurance company in ***************** to get a quote and start a new policy. On that day I provided all my previous insurance policies and proof of insurance to the agent ********* *******. She was supposed to have made a copy of them and put them in our file or emailed them to corporate. I was given a monthly quote with all discounts that day and that included a discount for showing proof of prior insurance, which I did give her that day. I paid the premium that day and we even called while in her office and cancelled our old policy. She told us that we were good to go and she didn't need anything else from us except for some pictures of the house. I spoke with her the following week and she came by to take the pictures of the house. I even asked her again if she needed anything else and she said no, that we're good to go. Well on 2/6/25 I received a letter from the underwriting department at shelter, which I included in the documents. It stated that they didn't receive documentation showing our prior insurance so we would lose that discount and therefore the premium would increase. We contacted ********* ******* about the letter and she stated that it was her fault and supposedly a glitch in the system. She even told us that she knew that we had our paperwork with us that day and it wasn't our fault. She said she tried to fix the problem but there wasn't anything else she could do. So we even contacted her boss but he didn't care either and wouldn't do anything to fix his agents s**** up either. We also tried calling the underwriting department but nobody called us back. So we are paying extra money a month for the insurance agents s**** up and lack of doing her job. Shelter insurance didn't even care that it's costing us money and we would've never switched to them if we knew this. Apparently they don't care about their customers or keeping new customers. I also think the agent should be fired!

  Business Response

  Date: 02/19/2025

  We appreciate the opportunity to review and respond to Ms. ******* concerns regarding the Switch and Save discounts that were removed from her policies.
  
  Shelter requires proof of prior insurance to be submitted to Underwriting within 7 days of the policy effective date for the Switch and Save discounts to apply. The first effective date of Ms. ******* policies was January 24, 2025.Unfortunately, the Agent did not submit the required proof to Underwriting until February 11, which is outside the allowable timeframe. As a result, the discounts were removed.
  
  We understand the frustration caused by the Agents failure to meet the required deadline. Sales District Leader **** *. has discussed the matter with the insured. While we are unable to apply the discount retroactively, we remain committed to providing the best service possible and appreciate Ms. ****** choosing Shelter.
  

  Customer Answer

  Date: 02/19/2025

  Complaint: 22952409
  
  I have reviewed the business' response and am rejecting it because:
  The agent is the one who didn't do her job correctly and forward the documents that I provided her that day. So I shouldn't have to pay for her mistake. I did provide prior insurance documents that day and she even admitted that it was her fault. So why are you holding her mistake over my head and making me for it. I'm a new customer but you just lost me as one and I will post bad reviews everywhere. Shelter insurance is the worst company ever and should treat their customers better!!
  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 02/26/2025

  Underwriting Supervisor ***** *. recently spoke with Ms. ****** and confirmed Shelter would honor the documentation she submitted, prorating to the first effective date, if she elects that option. Lance acknowledged the unfortunate start she had with her current agent and shared that if she wished to consider an agent transfer, Shelter could assist with that as well. Ms. ****** stated that she would discuss the matter with her partner and follow up with ***** if they decided to proceed with Shelter.
  

  Shelter appreciates the opportunity to review Ms. ******** concerns and apologizes for any frustration. 

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am somewhat satisfied with this resolution. But they waited until after I had already cancelled my policy and went with a new company before even bothering to solve the issue. Maybe next time they will actually listen to the customer before just automatically dismissing them. Or actually calling someone back when they call to speak with the supervisor. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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 have canceled all of my shelter insurance accounts and have now gone to State Farm insurance. I have done all the procedures necessary to cancel accounts. Im still being charged my life insurance premium and I have followed all the guidelines necessary to cancel the policy. Ive sent them by mail all of things to cancel the policy. I started my new policy with State Farm last spring 2024 and have a new life insurance policy through them. I have called shelter insurance twice now to rectify the problem and I am getting the runaround the first time of calling them they told me I needed to send by mail a cancellation confirmation and I told him I already did and that they never received it and I told them to stop payment on the policy. I have just received another bill in the mail and theyre putting interest on it. I called them today and talk to another person and they put me on hold and the call was Disconnected. I believe its not fair for me to pay a bill when I have already canceled it and Im getting the runaround. I wish to have the policy canceled and the charges expunged

  Business Response

  Date: 02/14/2025

  Upon receipt of the complaint, our *********** Services Supervisor called *********** to discuss his concerns. As of this morning, three messages were left.  To settle this issue, Shelter has issued a refund to surrender the *********** back to June 2024.  
  
  Our records indicate in September 2024, Mr. ******** called stating the policy should have been cancelled in June.  An email was sent stating supervisor approval is required to back date the coverage. Our records indicate, Shelter cancelled the home and autos in June 2024.  Our normal business procedure is to secure a signed surrender form to cancel the policy. The Life policy was on *** so it drafted in June, July, August and September.  The policy was removed from *** in September and placed on direct monthly bill pending receipt of the signed forms.  
  
  Shelter has refunded the premium back to the May 28, 2024 anniversary date.  *********** should receive the refund within 7-10 business days. If he has questions, he should contact Shelter Life Insurance at 1-800-SHELTER. Thank you for the opportunity to respond.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called *** ******* Shelter agency in ************** on Tuesday, Jan 21, for quotes on auto and renter's. I went into his office on Thursday, Jan 23, to make payment. I interacted with ********, who was very nice, but soon discovered that *** had made multiple errors. My comp deductible was incorrect, my renter's deductible was incorrect, my roadside assistance wasn't upgraded, and spelling of my name was incorrect. The premiums went up. ******** was in a rush to leave due to understandable circumstances. Before leaving, she told the receptionist that I was waiting to see ***. She asked if he knew that I was waiting, and ******** said yes. I waited too long, so I approached his office. He was unprofessional in dress and demeanor and doing nothing. I explained that I wasn't comfortable doing business there, pointing out the multiple mistakes, asking if he would need to write a letter for me to have my policies transferred to another agent. He said no, that he was cancelling them. In a heavy breath I said, "horrible agency". He responded that he was the best agent in town, and that I was a horrible client. I told him I Wasn't his client. He responded, "No you're not, so get the h*** out of my office as he "put his hands on me", taking me by the arm to his office doorway, and I walked myself to my car and drove off the premises. I provided over 1300 on my credit card, and I want him to transfer the amount of the auto insurance, approx $1211, to ***** ******** Shelter office so he can rewrite the policy, and I want 126 refunded for the renter's. He's incompetent as an agent and his conduct should result in termination. I've also provided a poor ****** review regarding the matter, and may file an elder abuse report on myself, since I'm a 60 year old legally disabled individual for the past 25 years. My day was totally wasted, and now I can't get a new Shelter policy until management straightens out the policies he wrote, which may result in monetary loss in premium.

  Business Response

  Date: 01/28/2025

  I read the complaint filed by ******* ******* Shelter is in the process of transferring Mr. ******** policies to another agent as requested.  Agent *** ******* and his office staff confirmed he never made physical contact with Mr. ******* There were changes such as the misspelling of Mr. ******* name and a deductible that required correcting. These are normal business procedures that occur in any office.  Unfortunately, this caused the insured to become upset and lose trust resulting in him request another agent.  Agent ******* takes pride in making sure his office conducts business in a professional manner.  The consumer and agent have a choice whether to conduct business with each other or not. Shelter will issue the $126 refund as requested to ********* for the HO4 application. Mr. ****** should discuss any policy changes with the agent he requested.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 01/29/2025

  Complaint: 22851688
  
  I have reviewed the business' response and am rejecting it because:
  
  There's no way Mr ******* can claim that he handles his office professionally, at least not in my case. Any policy corrections were initiated by me, which shouldn't have had to be the case as he and I thoroughly went over the coverages I desired 2 days prior, and my expectations of the premium payment to bring to his office had been discussed, which turned out to be incorrect since he put in 2 incorrect deductibles and didn't upgrade my roadside in the first place.  I'm also the one who initiated the change of spelling of my last name, which isn't even spelled correctly in Shelter's BBB response to this complaint.

  No staff members, except an elderly receptionist, absorbed in her own world sitting outside of ***** office, were present in the office when *** lost his temper, told me to get the h out of his office, and took me by the arm, leading me to the doorway of his personal office. The incident occurred in his office, so ***** the only staff member who could confirm or deny the incident, and of course *** would deny such a matter to protect any reputation he has as a Shelter agent 

  *** takes pride in handling his office professionally? Having 2 deductibles wrong, not upgrading roadside, and not even getting someone's name right on policies or insurance cards is far from professional. Making a client wait in the lobby while ***** doing nothing, not even acknowledging the client when he walks into the office, having a dog walking around the office, allowing himself to become verbally aggressive and holding onto a client's arm is far from professional.

  Furthermore, because of ***** mistakes, having to get my policy switched appropriately has been time consuming for myself and my new agent. I called Shelter's customer service multiple times, trying to make sure matters were being handled appropriately. I think at least one regional manager plus underwriting has had to get involved. Even a refund check came back with my name spelled incorrectly on it, which I was instructed to tear up. I'm sorry, but if you're not interested enough in your clients to even get their names right, maybe another line of work might be better 

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

  Business Response

  Date: 02/03/2025

  When the complaint was filed, Mr. ****** concerns were forwarded to the Sales District Leader (***) for review.  All agent transfers are sent to the *** prior to transferring business to another agent.  In addition, the *** has spoken to Mr. ***** in the past about other concerns.  Our agents are independent contractors and have the option of conducting their agency the way they choose to.  Shelter takes these concerns seriously and makes sure our employees and agents are professional. Shelter has reviewed the concerns mentioned and discussed the complaint with the agent. Both parties agree it is in their best interest not to do business with each other.  The new agent is willing to assist Mr. ***** with his business needs.
  
  We appreciate Mr. ***** reviewing his policies to ensure the coverage requested is correct.  It is imperative for consumers to check their policies to make sure they are receiving the coverage necessary to take care of their insurance needs.  We apologize for whatever inconveniences Mr. ***** experienced.  Thank you for the opportunity to review and have handled this matter internally.

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  I am pleased with the service I am receiving from my new agent and the work that was involved by upper management to transfer my funds and policy to that agent promptly. It's also my understanding that I'll receive a refund check from Shelter for my renter's policy that was cancelled, even though I'm told by my new agent that the name will probably be spelled incorrectly on it due to problems with the ******* office.

  Although I do agree that a customer should review policy details in an agent's office prior to providing payment, I've never encountered a problem with prior agents having my coverages or name entered correctly in their system at the time of purchasing such policies. In this instance, as mentioned, I thoroughly went over my desired coverages and deductibles on both policies with the agent two days before entering the office to make payment. As I recall, the assisting agent never presented paperwork nor verbally communicated my coverages or deductibles or name spelling, nor should she need to as I spent a good amount of time with the lead agent doing that during the initial phone call. I've worked as a lead generator for Farmers agents as well as a broker for ******** products, so fortunately I'm savvy when it comes to insurance. Fortunately, I spoke up and double checked for any mistakes, which she corrected, prior to that assisting agent taking payment for the auto policy. I could not see her computer screen so I was unaware about the spelling mistake until she printed the invoice. I assumed the renter's coverage and deductible was correct and now I know you can't assume with the ******* office.

  Let me just say this. Had someone not as savvy in insurance walked in that door, they may have provided payment assuming the coverages/deductibles they asked for was what they had paid for. People rely on insurance agents. It's agents jobs, which they get commission for, to spend quality time with their clients or prospective clients to explain coverages and go over the policy information with them before the policies go into effect.

  Furthermore, my premium obviously increased as a result of having the coverages/deductibles corrected in the agent's office. This means more money for Shelter corporate and I'm assuming the agent's pocket. Shelter could have lost money had someone more vulnerable paid the lesser amount, either assuming they had the correct coverage discussed or just not caring 

  Appropriate behavior under any circumstance should occur in a professional's office. If I had a client that had just handed me over 1300 in business, I would be dressed professionally, out in the lobby, shaking the individual's hand, introducing myself, thanking them for the business. If the client wasn't satisfied with my performance, I would never yell and call him/her a horrible client and tell him to get out of my office, leading the person out with my hand. I would probably show empathy and exhibit correct communication skills to try to turn the situation around so that he remained my client. If he still wanted to part ways with my office, I would at least go over transfer or refund procedures so he wasn't wondering about how to get the 1300+ money back.

  At any rate, I'm convinced these issues have been addressed by upper management with the agent, as mentioned in the respondent's response, and, as mentioned, I'm very pleased with the new agent I transferred to, who will be receiving a 5 ? review 

  Thus, I'm satisfied with the company's response.

  Thank you 

   

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

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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.

  ****** ****** is the supervisor and ***** ****** works in claims. They have denied damage repair to my vehicle that their customer caused October 24, 2024. A full incident report was made with police with pictures right after their client drove across 2 lanes before hitting my (Rebekahs) vehicle on the drivers side from the front bumper down to the back on the drivers side. The mirror was smashed to pieces, and there are scratches all the way down the side of my vehicle with some indentions. They are claiming that part of the damage caused by their customer has scratches going in multiple directions on the front bumper which was the area of impact and wont pay to fix it, withholding $2,620.54 of the $5367.61 the collision center estimated. Over the phone on January 6th, they also refused to pay for my broken, scratched up mirror claiming that they will only pay for an aftermarket mirror since we are not under warranty and saying the collision center is trying to charge for a new one. The estimate plainly says it has been prepared based on the use of aftermarket crash parts, also shows there is 1 aftermarket part selected and nothing else. ***** was our point of contact and he has been very difficult to get a hold of throughout this process. We were given a number to text where we would be assisted and after 3 weeks and multiple texts from us, no one had responded. I had to call their customer service to get contact information, and the person I spoke to said they were not surprised when they pulled up our claim and saw who the assigned person was. I emailed ***** and didnt hear anything back. I called ****** ****** and left a message asking him to call, he did not. ***** did then email me asking if we received his email from Thursday. We replied no, and he didnt respond. I called ****** ****** again and left a message. We received a call Jan. 6 that they were not covering the rest of the damage which would only have totaled $400, not the withheld $2620.54.

  Business Response

  Date: 01/27/2025

  Upon receipt of the complaint, our supervisor reviewed the claim.  The review of the photos and loss indicate the scratches to the driver fender and front bumper cover are not consistent with the impact. Our supervisor spoke to ***** ******* on January 24, 2024 to discuss his concerns. Our supervisor explained the damage did not appear to be related to the collision and Mr. ******* understood. They also discussed the supplemental items Shelter would add to the estimate. During the conversation, Mr. ******* expressed his frustration with how our adjuster handled the claim.  Shelter completed the supplemental estimate and issued the payment to Mr. ******* the same day.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 01/28/2025

  Complaint: 22841341
  
  I have reviewed the business' response and am rejecting it because: 
  Your new offer of less than $600 is still significantly less that what the collision center we trust and have used before estimated. We want all of the damage your customer caused repaired.
  
  Sincerely,
  
  ***** And ******* *******

  Customer Answer

  Date: 01/28/2025

  We did not accept that you said the damage was not consistent with the wreck. You said over the phone there were scratches going both directions, which can happen during impact, and it also means multiple scratches. Your customer did create scratches in that area on impact. We just want to get the car repaired. Its been over 3 months.

  Business Response

  Date: 01/29/2025

  We understand Mr. ******* may not have agreed with our assessment of the damage. Based on the additional photos received, the scratches to the driver fender and front bumper cover are not consistent with the impact.  Mr. ******* should contact the claim supervisor if he would like to discuss this further. 

  Customer Answer

  Date: 01/30/2025

  Complaint: 22841341
  
  I have reviewed the business' response and am rejecting it because:
  
  We have contacted them and spoken about this multiple times, but they continue refuse to cover the damages caused by their customer. We have sent them the estimate for repairs from our collision center, and they are still shorting us over $2000. This has gone on for over 3 months now. Please advise. 
  
  Sincerely,
  
  ***** And ******* *******

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising 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.

  We had a storm in my area in *******, *********. My fence fell due to a tree. The insurance company asked me to get an estimate. I went online and got two.The First company said $7000 The Second company said $9000 The Insurance company came out, they came up with a estimate of $4,344.27, they depreciation was $1,440.82, and the Deductible was $2,500.00 And the total amount of money on the check was $403.45 I have been with this company for over 4 years, and each year I pay $15,000 for my propertys. I dont think this is fair, please advise.Thank you.

  Business Response

  Date: 11/25/2024

  I read the complaint filed by ****** ****. On September *******, a windstorm blew a tree on the insureds fence. On October 2, 2024, our adjuster contacted Ms. **** to discuss what occurred. During this conversation,he explained the claim process and scheduled an appointment to inspect the damage.The next day, our adjuster inspected the property and wrote an estimate. The total cost to replace the fence was $2,079.19. The Dwelling Policy has a $2,500 deductible.The amount of the repairs were less than the deductible, so no payment was issued. 
  
  On November 18, 2024, our adjuster received a call from the agent stating the estimate did not include some of the damaged fence. Agent explained the tenant had propped some of the other sections up to keep his dog from getting out. Our adjuster agreed to reinspect the damage. The reinspection showed there was a large section of the back fence blown down. The estimate was rewritten to replace the wind and tree damaged sections of the fence. The total replacement cost was $4,344.27 minus $1,440.82 nonrecoverable depreciation and $2,500 deductible for a net estimate of $403.45. Ms. **** does not agree with the amount of the estimate and wants Shelter to pay to replace the fence.  The Dwelling policy pays actual cash value policy, not replacement cost so the estimate was written accordingly.
  
  Our normal business procedure is to write the estimate for the insured to show the contractor. The insured should give the estimate to her contractor and have them contact us if there is additional damage. Thank you for the opportunity to respond.

• Initial Complaint

  Date:10/30/2024

  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 called my insurance agent, on a day before they were supposed to take my money for renewing a 6-month policy. They decided to take my money the day before they were supposed to, as I said I called and canceled this policy so that they would not take the money out of my account on the next day, the actual day it's supposed to be taking out and has always been taking out on the same day of the month. Because of this I'm overdrawn, I was informed that it would take me 3 days to have my refund. I called the second day after canceling and the amount cleared my account and overdrew it. I was still told by the agent's assistant that it would be 3 days for my refund. Today October the 30th 2024 I called and talked to the actual agent of the insurance company that I now formally use. And he informed me that the process is going to take at least 20 days and that my refund would not be deposited back into my account that I would have to wait for a check to be mailed to me. This is a policy that I find very unreasonable seeing as how they can take my money in 20 seconds the day before they're supposed to and s**** up my account to the point I haven't been able to use it in a week! I would like my refund now not in a month! This is a very unfair and unreasonable practice that too many businesses have! Shelter insurance is not to be trusted with anyone's money, they have raised my payments for the last two renewals $10 each time so that I called them and they told me it's because they have to pay other people's claims. It is not fair also that my rates go up because they have to pay out claims that other people should have been paying on instead of taking money from me. I have a safe driving record and I have other multiple discounts yet my insurance has continued to climb the last year every 6 months renewal. I believe their practices need to be looked at and possibly IRS audit of **** ****** shelter insurance agent at ********************************************************************************************.

  Business Response

  Date: 11/01/2024

  
  I read the complaint filed by ***** *****. The Auto policy was on our Recurring Monthly Payment plan. The automatic withdrawal date selected by the insured was the 25th of each month. Automatic withdrawals are forwarded to the financial institution two days prior to the withdrawal date. The electronic file was sent on the 23rd, two days before the 25th withdrawal date. This gives the bank ample time to make the payment. Although we send the draft date/effective date in the electronic file,Shelter does not have control over when the financial institution applies the payment.
  
  The automatic withdrawals are requested on the date authorized by the insured. To stop payments, insureds must notify Shelter at least 2 days prior to the withdrawal date.  Ms. ***** requested the policy cancellation one day prior to the authorized withdrawal date. The request was already submitted so Shelter did not have time to stop the electronic funds request.
  
  Our normal business procedure is to confirm the funds have cleared the consumers account prior to issuing a refund. This process normally takes 10 days. Shelter will issue the refund once the payment has cleared Ms. ****** account.  Thank you for the opportunity to respond.