ComplaintsforShelter Insurance Corp Office

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Shelter insurance company withdrew $418.62 three times on 6/20/24. On the 21st i was notified that it would be fixed within 1 to 2 hours. On the 25th, they have only reconciled one transaction of $418.62. At this point i want all three transactions credited back to my account. This is not good business especially when the agent ***************************, is not taking any accountability for this "bullcrap".

  Business response

  07/02/2024

  I researched ************ statement that Shelter transacted money multiple times with approval to only transact that amount once. Our records show there was one duplicate charge on June 19, 2024 and I am pleased to report that Mr. *** was reimbursed that amount on June 23,2024.
  
  The duplicate transaction error was caused by a card payment vendor and spanned multiple companies, not just Shelter. Note that prior to this incident, Shelter contracted with a different card payment vendor and is in the process of changing all payments to the new vendor. Upon learning of the vendors error, Shelter sent emails to agents that had impacted policies. It was believed at that time that customer accounts would be corrected by the next day.
  
  Unfortunately, Shelter subsequently learned that the issue was more widespread than initially thought and had not been resolved as expected. In turn, we sent an email to all agents advising we were aware of the issue and in regular contact with the vendor for updates. 
  
  Shelter has worked closely with the vendor to determine corrections needed for each policy while also demanding assurances that there are safeguards in place to prevent future occurrences.The vendor is aware that they have not met Shelters standards of topnotch service.
  
  We recognize ************ concerns with the duplicate account transactions and sincerely apologize for any inconvenience. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new fridge from Lowes that was delivered and installed by Diakon on Friday, May 3rd and on Saturday, May 25th our daughter came to us saying that there was water coming through our finished basement ceiling. We went downstairs, saw the damage and went upstairs to investigate. What we found was the fridge water line leaking (a slow drip) at the connection point and a pool of water on our floor and under the floorboards into the basement ceiling. This was due to the delivery teams poor installation. We immediately called Lowes because they insure their delivery and install for 1 year. ***** pointed us to Diakon (their delivery and install contracted company) and on May 30th we received an email from Diakon stating: Good afternoon, *****. The carrier has chosen to cover this claim under their insurance due to its significant value. insurance company is shelter mutual insurance company We were passed off to Shelter Insurance and we have been in the middle of a communication fiasco with them ever since. We are a month from discovery and are still being taken in circles by Shelter Insurance. The adjuster, *********************** keeps asking questions we have already answered and will not follow through. He has not returned phone calls and takes days to respond to any emails we send. Shelter insurance and the adjuster have been very unprofessional in their impromptu responses. Even though Lowes promises coverage on all their advertising and Diakon (their delivery and install company) approved coverage due to the significant value of the damage, shelter insurance has not followed through or delivered any financial coverage for the damages caused. Our claim number is: GL3679648. The adjuster ******************* contact is Phone # ************ ************************************** We are getting no resolution. We would like to see this wrong made right and the damages to our home covered.

  Business response

  06/28/2024

  Shelter Insurance has accepted liability for this claim that was reported to us on June 3, 2024. Shelter Adjuster **************** sent an email to the claimant on June 26, 2024 requesting the estimate for repairs. Once received, Shelter can move forward and appreciates the opportunity to resolve this claim. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/31/2024, I was asked by shelter Insurance to make a payment of $133.91 from my debit card because they didn't have permission to remove money from my **** account. So I did. But that same day Shelter Insurance removed $133.91 from my **** account. On 6/1/2024 I contacted Shelter insurance and tried to explain to them that I needed that money back. I was told that I would not be getting my money back and to call back on Monday. On 6/3/2024, I called back and was told that they have not received any money from me. I then called the **** of Missouri and was told that one payment was received by the insurance company and one was pending. I then contacted *************** in the ***************************************, where I made the debit card payment, and I told her that if one of those payments were not returned to my **** account that I going to have overdraft fees. She was trying to tell me that the money was not received, and finally at the end of the day she told me that I would not get my money back, but that it would go towards my next months bill. So I cancelled the policy. Hoping to get my money back. I yet to receive my money. l want $267.82 the money owed plus $142.03 for overdraft fees. It was not my fault that they got paid twice. I am on a budget, I cannot afford to pay anything twice.

  Business response

  06/12/2024

  I read the complaint filed by *************************. I am pleased to inform, on June 6, 2024, Shelter refunded $153.17 for the premium paid on the 1994 GMC K1500 and $103.16 on the 2001 ***** Civic.  The total refund issued was $256.33.  In order to consider the overdraft fees, ************* should provide copies of her bank statement to the agent showing the *** withdrawals caused the account to overdraft.  ************** should contact the agent if she has questions. Thank you for the opportunity to respond.ere...

  Customer response

  06/13/2024

  Complaint: 21816084
  
  I am rejecting this response because:
  
  My bank account was in the red until today. My water was shut off because Shelter insurance would not return my money that they never should have taken in the first place. I can not use my vehicles because I had to cancel the insurance just to get my money back 
  
  Sincerely,
  
  *************************

  Customer response

  06/13/2024

  I just got the check today.  They took 2 payments of $193.91 from me on the 31st.  They said that they couldn't take money out of my bank account but they did take money out of my account.  They said they would take the extra payment and put it towards my next payment.  They did not have my permission to take the extra payment, I didn't fill out any forms for this.  My bank account has been in the red June 4th.  I needed that money to pay for other bills.  The money never showed up until now.  I can't drive my vehicles, my water is off and they did not pay my overdraft fees.  I am not satisfied. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Shelters insurance agent ***************************** committed frauds under our insurance plan. He did not ever tell my dad about changes being made to the policy multiple times our insurance was unpaid due to him changing and mixing bank accounts , he removed cars without my dads consent and had cars under our plan that were not authorized

  Business response

  05/30/2024

  Sales District Leader ******* researched Ms. ******* concerns and spoke with her recently. **************** advised she intends to seek a different agent. 
  
  Ms. ******* family requested multiple policy changes, including multiple payment method changes, as family dynamics changed. We apologize for any potential errors in applying the changes as intended by the customer.
  
  When a customer is on EFT payment method, we request funds (premium payments) from the banking institution provided on the customer-signed Recurring EFT Authorization Form. In instances such as when there are multiple returns in a 12 month period, it is our business practice to move a customer from EFT to PIF (paid in full). When on PIF, we send premium notices to the customer with the amount due (not withdrawn from banking account).
  
  Regarding removal of cars without ***** consent, Agent ***** stated he met with **** to perform policy reviews. The policy changes often resulted in premium changes, each of which the customer received confirming documents. ********************** did not find evidence of ***** adding or removing vehicles without customer knowledge. 

  We thank **************** for her business and appreciate the opportunity to review her concerns .
  

  Customer response

  06/03/2024

  Complaint: 21771930
  
  I am rejecting this response because:

  we never requested payment changes he is stating what was never agreed on and it seems shelters corp is not investigating properly. As far as removing cars without my dads consent he never did sit down to confirm or review policy . This is all a lie . Representative did reach out but I had to call him to resend me the information of agents but he never sent them until I called . ***** takes Advantage of the elderly and shelters corp should contact us to know our side and not his he has had multiple complaints but no one does nothing and as far as sales agents in **** no one wants to take us as customers 
  
  
  
  Sincerely,
  
  *******************************

  Business response

  06/04/2024

  Shelter acknowledges receipt of your additional comments. 

  As Shelter's agents are independent contractors, they have the discretion to choose whom they write insurance for.
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with this Company since 2013... I received a letter May 8th from my bank stating my insurance policy with Shelter has been cancelled... I immediately went to my agent ********************* and he couldn't believe it! He told me he couldn't do anything about it. When I inquired as to why, I found that this company mistakenly has me down for 6 claims, 5 that are NOT mine! I called Headquarters to speak to the Boss of the Underwriter who cancelled my policy, *************************** and she was quite rude to me and told me that the decision stands although I told her I didn't make those claims AT ALL... I made 1 claim in 2022 which they mishandled and denied me! They have NEVER paid me a dime!! I'm very upset over this, because now Insurance Companies won't quote me due to their errors.. I'm filing with the State Insurance Board as well. They have an accident on my auto, which IS NOT mine! What they are doing or did to me was if I called to ask a question about what my insurance covers, they made it a claim!! What the heck! I had one guy come to my house in 2022, he did NOT address my issue.. I called to complain they shrugged me off. For a year I kept complaining about the issue that was not addressed, I called a Supervisor in ********* he sent another guy out, which was even more disturbing as You know they weren't going to address the issue at hand! I want my insurance reinstated as I DID NOT make any claims but 1.. They have claims on my file that DO NOT belong to me.. I'm very upset over this and want it resolved!

  Business response

  05/21/2024

  I read the complaint filed by *********************************.  I apologize on behalf of Shelter Insurance for any comments ******************** deemed rude and/or unprofessional.  Shelter has decided to non-renew Ms.Lapinskys Homeowner policy effective June 14, 2024 due to claim history.  On May 3, 2024, a nonrenewal letter was mailed to the insured and the mortgagee. The letter states we are non-renewing the policy because of the claim that occurred on February 23, 2019, June 22,2022 and March 22, 2023.  The claims listed were investigated by Shelter and all denied because the policy specifically excluded coverage for the damage resulting from the reported causes of loss. Due to the insureds claim history/frequency within the past 5 years, Shelter will not continue to insure the risk. 
  
  Shelter does not have a record of the additional claims mentioned.  The claims listed in this response are legitimate claims, therefore our decision remains unchanged. I am sorry my response is not more favorable.

  Customer response

  05/22/2024

  Complaint: 21721089
  
  I am rejecting this response because: I talked to My Agent yesterday and he told Me that any time I called with a question, Shelter rules were to open a claim... I filed ONE claim in 2022, I was denied that claim, which wasn't fully addressed. I complained the next year in 2023 about same issue that wasn't addressed and they turned that down too.. Shelter has 6 claims showing on my account 3 or 4 for my car which they gave 2 people's records on my account, Never did I make an auto claim...  They gave a claim for me in 2019 for calling and asking a question about my insurance coverage... This is how this company operates and now I can't get insurance on my home or auto due to their records which are lies.. I've had 2 total adjusters come to my home on 1 claim... I was told by ********************* that anytime I called to ask questions about my policy that Shelter's rule is to make them open a claim... I want this matter straightened out and all those fake claims off my record, including the auto ones.. If ******* has investigated properly or spoke to my agent she would have known... But they decide to let the record stand, my agent ********************* kept apologizing, saying it was Shelter rules to make him open up all those claims... I'm very upset as I paid my bills in full on time for 11 years now! I want this handled properly! I even tried to talk to the new CEO ************************* but no one seemingly knows who he is at the Corporate Office call center..

  Very Sad! 

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

  Business response

  05/23/2024

  In response to the follow up, our agents are advised to report all claims received. All claims are handling by the ****************** Our agents do not make decisions on whether a claim is paid or not.  A review of our records and the **** report indicate there are six claims between the auto and homeowner policies. There are three on the Auto policy and three on the Homeowner.  As stated in the initial response, the insured had Homeowner claims that occurred on February 23, 2019, June 22, 2022 and March 22, 2023. The **** report shows all these claims except the 2019 claim because it is over 5 years old. 
  
  Regarding the auto claim history, the **** report shows two claims with Shelter. On June 2, 2020 there was a comprehensive claim for a rock that was thrown hitting the hood and windshield. ******************** withdrew this claim because the amount of the damage was less than the deductible. The other claim occurred on July 5, 2022 while ******************** was driving an Enterprise rental vehicle. ******************* was forced off the road and the car rolled down an embankment.  This claim was also denied.  The last claim occurred with State Farm on August 25, 2023 on the 2016 Mitsubishi.  ******************* should discuss the State Farm claim with them.
  
  All claims are submitted to **** whether payments are issued or not. The **** report confirms the total claims within the past 5 years. Underwriting has reviewed the file and the decision remains unchanged.  Thank you for the opportunity to respond.
  

  Customer response

  05/24/2024

  Again!!  Had ***************** did her job, she would have KNOWN that there are only 1 claim from Shelter on my part... The auto claims ARE NOT MINE the Enterprise I WAS NOT DRIVING and paid for insurance for the driver who was driving the vehicle, for one, the other auto claim is for my ex husband who had his OWN Shelter insurance and was NOT living in my home PERIOD!!  You state there was a claim for 2019, there wasn't I called ********************* to see if I had coverage for my basement, I was told no...  No One EVER came to my house PERIOD!  AGAIN ********************* told Me that anytime I called Company Policy was He was supposed to open a claim... I have 2 Claims for same problem, because Shelter didn't want to address the issue... I want ALL those Claims OFF MY RECORD... Now, No one will quote me because of Shelters incompetence and errors... This is UNACCEPTABLE...  I want it fixed and my insurance reinstated!!  

  Customer response

  05/24/2024

  Attached is a copy of Enterprise Insurance that was paid for by Me for additional driver... No ******************* was NOT driving that car or involved in *** accident!!  You should do your job and investigate these issues... Also Id like you to provide paperwork and adjusters for all these claims along with my signature on them... I've asked repeatedly for these to be removed!! My agent ********************* told Me he tried talking to You and the Underwriter to get this straightened out and was told that he was to follow the Shelter Rules which is anytime I called He was to open a claim... Unacceptable!!  You need to get all those claims off my record .. 

• Initial Complaint

  05/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a total loss claim on a 2007 ***** silverado pickup i wrecked, shelter insurance sent copart to pickup the the vehicle, then sent me papers to sign over the title so it can be sold at the insurance auction, I was told they wouldnt pay out until i signed over the title, that was 2 months ago and i still havent been payed.

  Business response

  05/07/2024

  I read the complaint filed by *************************.  I am pleased to inform the claim payment was issued to Mr. ******** lienholder on April 28, 2024.  The insured vehicle was deemed a total loss. To settle the claim, Shelter had to secure the Letter of Guarantee from the lienholder.  Regrettably, there were some delays receiving this information. Payment was issued immediately upon receipt of the okay to pay.  I apologize for whatever inconveniences this may have caused ******************.   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Life Insurance policy I took out for my mother. Policy was cancelled due to my mother's driving record, and money refunded in form of check to my mother when it was my payment method that funded this policy. When reaching out to my agent I was told nothing could be done. My mother is homebound and on oxygen and a ******. She cannot leave the house, *** I was told to tell her to deposit it electronically and have her transfer finds to my account. I don't think this should be the case, it should be refunded to my bank account that it was drafted from. I am a longtime Shelter customer (almost 15 years!) but am now thinking about leaving as a result of this lack of being informed and lack of customer serivce on the part of **********************.

  Business response

  04/29/2024

  I read the complaint filed by ***********************.  Based on the Life Policy language, the refund was sent to the policy Owner instead of the Payor. The Life application was declined, so the policy was never issued or active. Our records confirmed **************** paid the premium, so Shelter Life will issue the refund payable to her.  

  Customer response

  04/29/2024

  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. Please advise to how the refund will be sent.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The adjuster told me he figured on buffing my plastic rear glass of my Camaro. The repair shop told me they don't buff plastic glass that there is no way to buff it and so with it being hazy. I called an upholstery shop next and they said they don't buff plastic windows either that it top needs replaced. Claim AT0000003630570-6468338

  Business response

  04/24/2024

  I read the complaint filed by *******************************.  The insured disagrees with the method of repairs on his vehicle. He has spoken to the adjuster and supervisor regarding these repairs. Shelter wrote the estimate based on the repairs available for the damage.  The repair method of buffing and polishing the plastic rear glass is a recognized repair. There are products on the market designed to complete this repair. The shop should contact the adjuster if they determine this repair is not possible.  Thank you for the opportunity to respond. 

  Customer response

  04/24/2024

  Complaint: 21592565
  
  I am rejecting this response because:

  I took the car to xtreme body and paint and they said they can buff the back window that the top needs replaced. The also said the fenders, hood and both rear deck lid pieces need replaced they can only do PDR on the door
  
  
  
  Sincerely,
  
  *******************************

  Business response

  04/29/2024

  Our claims department is sending another adjuster to inspect ************************ convertible top to determine the extent of the damage. Once the reinspection is completed, Shelter will decide the best method to repair or replace the damage.  The insured should contact claims if he has additional questions. 

  Customer response

  05/02/2024

  Complaint: 21592565
  
  I am rejecting this response because: I no longer want to communicate with any from the claims department or any other department except for my agent *************************************. 
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This incident happened on March 5, 2024. I filed a claim with the company immediately. I was hit by an individual who is a supposed insured on this insurance. I have spoken with many different individuals from this company, including at least one adjustor. At the time this person told me that I would be sent a link within 15 minutes to submit my photos and get my claim underway. This never happened.I have lost wages due to this accident. I want my car back to the way it was before your insured backed a box truck into my car at a stop sign. I rely on driving to make money. I cannot drive the car and give a safe impression to my passengers with a front end completely smashed up.To resolve this issue I need my car fixed. I'd also like at least 20% of the wages I've lost since the day it happened. I used to make hundreds a week and my income has dropped to 0. I am now late on bills because they are not getting my car fixed so that I can work.

  Business response

  04/08/2024

  I read the complaint filed by *********************. I am pleased to inform,our adjuster spoke to ************** on April 5, 2024 and explained the claim process.  I offer the following.
  
  Shelter accepted liability for the loss.  The claim was referred to an adjuster to handle the property damage portion of the claim.  The adjuster assigned to the claim is no longer employed with our company.  Based on the claim file, we thought this adjuster had contacted **************. I apologize on behalf of Shelter for any claim delays ************** deemed unacceptable.
  
  On April 2, 2024, another adjuster was assigned to the claim and tried calling **************.  However,the number in the file was not accepting calls. Upon receipt of this complaint,our adjuster called the number listed on the complaint. Fortunately, our adjuster was able to speak to ************** to get the claim process started.  

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I wanted to say that I did inform Shelter Insurance that my number was going to change. It was ***** himself that I informed the day he said he was going to send a link to my phone within 15 minutes. He knew that my number was changing. I assume from the lack of communication in the file that he decided to leave before updating that in my file. I have reviewed the response made by the business in reference to complaint ID ********, and currently am following the process for for the claim. Thank you for reaching out. I will continue to work with the current adjustor.
  
  ********************************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Shelter Insurance for damages to my vehicle in February of 2024. It has been 2 months and I have not had transportation or heard from them about the approval to fix the damages. I've paid my premiums monthly as agreed and I'd like for Shelter Insurance to pay for the repairs to my vehicle as agreed.

  Business response

  04/05/2024

  I read the complaint filed by ***************************. On February 14,2024, the insured reported he hit a pole in the road on February 4, 2024.  Our adjuster spoke to ****************** on February 15, 2024 to discuss what occurred. Prior to the conversation with our adjuster,the insured had already replaced a wheel and tire. This portion of the loss was covered, however the damage was less than the policy deductible. The insured also had engine damage. Our adjuster advised to determine if the damage to the engine was the result of the collision, Shelter was hiring a forensic engineer to inspect the vehicle.  The engineer completed the inspection on February 29, 2024 at the ********** dealership.
  
  On April 2, 2024, the insured called customer service requesting a call.  That day, the supervisor returned the call and advised she would contact the engineering company to check the status of the report. On April 4, 2024, the engineer report was received and based on the engineers inspection, part of the claim was denied.  A partial denial letter was mailed to the insured that day.  ***************** should contact the adjuster if he has questions.  Thank you for the opportunity to respond. 

*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. ↩