Business Profile

Insurance Companies

Shelter Insurance Corp Office

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

108 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/10/2022
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.
We had hail and very strong winds and my roof started leaking inside by my back door and out front porch on roof , I had a contractor come out and try sealing the roof, it worked until we had another hail and wind storm and the roof started leaking again. I then filed a claim for hail and wind damage,the adjuster came out and looked stuff over, I was told that their was hail damage to my box plates but he claims that the missing gravel from the roof is because its old, my roof i was told is about 10yrs. old.I was told that i had previous old damage and rotting wood and they do not cover that. I got photos of the wood, as I have no rotting wood except two pieces by a old chimney , I had no leaks at all until the two major storms. The gravel spots missing is caused from hail damage, if my box plates and other metal plates have hail damage, i am sure my roof does also. My brother was a roofer for 30 yrs and he looked at the photos and told me i had hail and wind damage. I was told by several contractor that this adjuster has had many complaint on him. This was confirmed by the lady in the insurance office who told me that they have had many complaints on him years ago and they quit using him, but they decided to start using him again.I told him I had no water damage or leaks at all until they last two hail and wind storms. I do have a roofing company coming out Monday to look at my roof and tell me their opinion on what caused they leaks.The adjuster closed the case and I did not get anything yet saying why, only what he told me. I believe he is very wrong and my roof has sustained hail and wind damage, and that is what caused my leaked, the leaks are not caused from old water leaked and rotting wood because I have NO ROTTING WOOD! This damage was done during the LAST TWO HAIL & WIND RAIN STORMS,.

201 **********
City: ******
State/County: **
Zip/Postal Code: 65791
Business Response
Date: 11/17/2022
I read the complaint filed by *******************. The insured disputes the amount of the damage estimated. Shelter Insurance inspected the damage and wrote an estimate. The amount of the damage was less than the deductible. Upon receipt of the complaint, our claims supervisor called ************** to discuss the damage. During their conversation, they agreed to have her contractor inspect the roof. On November 15, 2022, the contractor inspected the roof. ************** advised she was going to have another contractor inspect the next day. Once the estimates are completed, Shelter will review to determine if there is additional damage. Thank you for the opportunity to respond.
Customer Answer
Date: 11/22/2022
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.

Sincerely,

*******************
Initial Complaint
Date:10/04/2022
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.
This company insures a Trace ***************************, who caused a 4 car accident in ********** ** on or about June 15, 2022. My auto was rear ended and needed auto repairs. Shelter is liable and has not accepted any liability to my knowledge. This hardship has cost me more than $1,000.00 and countless in stress and frustration along with mental anxiety. The damage to my vehicle, which is the direct result of their clients negligence was repaired through my insurance company. This action required me to pay my deductible in the amount of $1,000.00 In addition to the rental car expenses. I have contacted their adjuster no less than 7 times. On two occasions the adjusted indicated they have not concluded the investigation. I have contacted the adjuster, *****************************, a few more times and have heard nothing. I'm certain, if the shoe was on the other foot, this would have been resolved. In these uncertain times, every dollar is accountable. I am struggling to put food on the table and it appears this insurance company has no consideration for any victims.
Business Response
Date: 10/10/2022
In response to the complaint filed by *******************, the claim is still under investigation. This was a multi-vehicle collision and we need to secure the statements from all parties involved. Our adjuster has explained our position to the claimant. We understand these are difficult times, however, until the investigation is completed, Shelter Insurance is unable to accept liability for the damages to the Craigs vehicle
Customer Answer
Date: 10/11/2022
Complaint: 18168660

I am rejecting this response because:
There is no time frame. This could be dragged out forever and that is exactly what I am pleading.

Sincerely,

*******************
Business Response
Date: 10/13/2022
I am pleased to inform, Shelter Insurance has received all the information need to complete the investigation and liability was accepted on October 12, 2022. Our adjuster left a voice message for ************** on October 12, 2022 at 11 a.m. advising liability was accepted and to call her back. In addition, **************** insurance company, **** Insurance was called to see if they have handled the claim. The claim is pending response from ************** and/or his insurance company. ************** should contact the adjuster to proceed with the claim. Thank you for the opportunity to respond.
Customer Answer
Date: 10/14/2022
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.

Sincerely,

*******************
Initial Complaint
Date:09/26/2022
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 cancelled my policy with ******* Insurance - ******* ****** on September 1. Internally, they did not cancel my policy and have continued to charge me. They have admitted their error but have not refunded my money. They first said I would need to wait until October 7 so they could be certain their theft actually cleared my account. After multiple phone calls and screenshots of my bank balances, they agreed to deposit the money back into my account. My bank has stated that there are no pending transactions. ******* has stolen almost $300 from my account. They have been very casual about this but it has wreaked havoc on my budget.
Business Response
Date: 10/03/2022
I read the complaint filed by ******** ********. Underwriting has reviewed the file and
refunded the premium. I apologize for
whatever inconveniences this may have caused.

The insured paid the premium on the Monthly Payment
Plan. Our normal procedures are to
confirm the payment has cleared prior to issuing a refund. As the insured mentioned they provided the
banking information that allowed us to refund the $181.32 payment. The money was automatically refunded back to
the insured’s account. The ACH was deposited
on September 21, 2022 and it typically takes a few days to show up in the bank
account. Hopefully, the ACH is reflected
in Ms. ******** account. In addition, a $110.61
refund check was issued on September 28, 2022. Ms. ******** should contact ******* at ************* if she does not
receive the refunds. It is not our
normal business practice to keep premium that is not fully earned. Thank you for the opportunity to respond.
Initial Complaint
Date:09/21/2022
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.
Thank you BBB for your help! To begin, I have a 2021 Cadillac Escalade Premium Luxury Platinum vehicle that was struck by Shelter Insurance insured’ on 8/10/2022 in the rear. Afterwards, I hear from Shelter Insurance with whom receives my estimate totals from the nearest Cadillac dealer in Lexington Kentucky. Afterwards, before beginning the diminished value claim, I state the options on my vehicle as well as this was Celebrity driven at the PGA Championship in South Carolina verified by provided statement from General Motors in hence forwarded to Shelter Insurance. With this said, I’ve been told that the value given from their affiliate VVSI will stand no matter what and value shouldn’t change? I’m very much captivated by this bad faith when it’s quite simple to state I’ve provided contact info from GM, contact for a Cadillac General Manager with whom states the diminished value should be between $6-$7k because of this vehicles’ proven history and that’s what was stated would be discounted if it was going to be resold on their lot present day. I’ve provided this as requested from Shelter Insurance but their stance is solely pushed to VVSI. After speaking with VVSI about this, it was told by them to Shelter Insurance, it wouldn’t matter if any golfing celebrities drove or sit in this vehicle and their diminished value stands at $3600 dollars. On the contrary, I ask anyone from Shelter Insurance as I’ve too provided black and white statement acquired from quick find internet page to review this. It clearly states values from celebrities as minute as even say in raises a value of the particular vehicle anywhere from 14-955%! Also stated, it was stated that VVSI hadn’t come across this before nor were there any alike vehicles to state the obvious difference. Because of this, Shelter Insurance is assuming bad faith practices and to properly report, BBB, I need and ask for your help! Thanks
Business Response
Date: 09/22/2022
I read the complaint filed by **** *******. Our insured hit the rearend of Mr. *******’s 2021
Cadillac Escalade. Shelter Insurance accepted
liability for the collision. Our adjuster wrote an estimate and issued a check to
repair the vehicle. In addition, we issued a check today for $440 payable to
Mr. ******* for the tow that he would have incurred to the body shop. It is my understanding the vehicle was
drivable.

Mr. ******* has requested diminution of value for the
vehicle. The diminution of value was
requested from Vehicle Valuation Services (VVS) who are recognized in the
insurance industry as experts in determining DIV. The diminished value from VVS was $3,612.13. Mr.
******* is requesting $6,000.00 as well as mileage for the estimate and travel. We understand this is a new vehicle, however
as a rule, DIV is not sustained until a repaired vehicle is sold. Our DIV offer remains unchanged.
Customer Answer
Date: 09/28/2022
Complaint: ********

I am rejecting this response because:
I feel upon speaking to qualified Cadillac representatives about not only the prior history of our vehicle and it’s current value the diminished value amount is low for a never been in an accident before. If Shelter Insurance wants to stand behind their word of negotiating in good faith manner, allow me to receive a unbiased adjusted amount from an auto appraiser as well that should be presented verses again, what their third party (VVSI) has given them and they’re strictly going by. I’m anxious to know their reply here as I truly feel VVSI coordinating all of their diminished claims is very biased. Thank-you.

Sincerely,

**** *******
Business Response
Date: 09/29/2022
Shelter
Insurance will review and consider additional information regarding the
diminution of value on Mr. *******’s vehicle. He should send the information to the
adjuster for consideration. Shelter will review and determine if the
documentation warrants an increase in the DIV.
Customer Answer
Date: 10/05/2022
Complaint: ********

I am rejecting this response because:
I’m again writing BBB for the continuing help provided in establishing and finalizing an unbiased diminished value claim for my 2021 Cadillac Escalade Premium Luxury Platinum vehicle with rear-end damage caused by their at-fault insured’ policyholder. I’ve attached the updated diminished value claim assessment from VVSI that clearly shows a prior damage history of $1,439.41 before I was notified of a supplement needed by Collision Center repairing our vehicle and awaiting only the last two needed OEM parts to put vehicle together making it ready for pickup. While it should be noted a below damage information from VVSI clearly again shows a total repair cost now of $1,726.40, this did not change at all the diminished value they have assessed. Also, to my understanding, VVSI does this for client/insurance relationships and it’s abundantly clear this is a biased claim assessment. I have attached an email from an direct owned and operated licensed adjuster to BBB/Shelter Insurance showing an estimated DV of $11-16k. While and so can this be properly negotiated in GOOD FAITH, I reached out to yet another Kentucky Licensed & Certified Appraiser at mydvac.com. For the sake of a non-biased report, I ask Shelter Insurance to be obligated to pay either or reimburse myself if I pay for this report which is $390 followed up by a proper negotiation once this report is then finalized and sent into Shelter Insurance. I would also like to add that again, it seems to be proven that Shelter Insurance hires and retains VVSI for ALL of their DV claims so the lesser amount VVSI shows, the more business they attain equaling a biased report! To again rectify this, I will ask Shelter Insurance to properly pay and/or reimburse for an approved and negotiated DV settlement by then calculating another DV report assessment by their respective averages including of their own VVSI. I think this will show proper fairness alike and a good faith settlement issuance to myself while allowing too, the public reading these responses later. I look forward to their own respective response. Thank-you.

Sincerely,

**** *******
Initial Complaint
Date:09/16/2022
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'm having a problem with the local office. No records of changes and payment for 2022, don't have current declaration page, need one., no bill sent to home address, I have been overcharged for the month of Aug. 2022, agent refuses to apply payment to regular payment due date of August 10, 2022, no refund has been made back to me (see records on 8/10/22 and 8/17/22).
Business Response
Date: 09/22/2022
I read the complaint filed by ******** ********. Our Monthly Payment Plan Supervisor left a
message for *** ******** to call so they could discuss the payment transactions. Hopefully, *** ******** will return her
call, so they can discuss what is occurring with the payments. The policies were changed from the local
agent to the Home Office Account Representatives.

On August 30, 2022, a current Auto Policy Declarations was
mailed to the insured for the August 30, 2022 to February 23, 2023 policy
period. The full term premium is $854.26. *** ******** paid $162.41 on August
17, 2022 and the $20.00 reinstatement fee was credited to the September draft,
leaving the remaining installments of $691.85 or $122.37 on September 23, 2022,
then $142.37 starting October 23, 2022. There was no refund due on this policy. *** ******** was sent a notice on September 12, 2022 detailing the
upcoming withdrawals for September 23, 2022 on both the automobiles
listed.
Initial Complaint
Date:08/28/2022
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 been unable to get ahold of my agent ***** *********. When I am finally able to make contact I inform him that I need to drop a vehicle from policy because I sold it a month ago. He then proceeds to have an attitude. Says that he'll call me back and never dose. So I think nothing of it until when he finally dose call me back a month later to inform me that the auto pay didn't work the day before the next payment is due. Try to call, and text. No response. So I text him letting him know that I have switched insurance providers and that I will not be paying anything for August or for anything owed on the vehicle that I sold months ago. I told him to send me what I owed for July for my new vehicle, but still nothing. ***** ********* is horrible at his job and I am not the only person that has had problems with getting ahold of him or him giving attitude when dropping things from their policy. His behavior is extremely unprofessional and costing people money. I will no longer be using your institution as my insurance provider. This experience was down right deplorable.
Business Response
Date: 09/02/2022
*** ****** had Shelter Insurance Automobile Policies for a **** **** ****** (first
effective October 5, 2019) and **** *** ****** (first effective May 31, 2022).

**** *** ******: There is outstanding premium due of $99.64. The initial payment was
paid via check by phone on May 31, 2022. *** ****** was mailed supplemental
statements of premium due on June 29, 2022, July 20, 2022, and then a
cancellation for non-payment of premium on August 9, 2022. The cancellation
letter provided coverage through August 22, 2022.

Based
on proof of insurance with another carrier effective August 5, 2022, we
backdated the cancellation to that date, which reduced the outstanding premium
to $99.64. *** ****** owes the outstanding premium due for the time Shelter
Insurance covered her vehicle and can pay by calling ************* **********
to avoid further collection efforts.

**** **** ******: There is outstanding premium due of $50.39. *** ****** last paid
premium on June 3, 2022. *** ****** was mailed supplemental statements of
premium due on June 29, 2022, July 20, 2022, and then a cancellation for
non-payment of the premium on August 9, 2022. The cancellation letter provided
coverage through August 22, 2022. *** ****** advised Agent *****’s manager that she
sold this vehicle sometime in June, but does not have a Bill of Sale.
*** ****** has previously communicated with Agent ***** via text message to his mobile phone with her last message to him dated December 3, 2019. When Agent *****’s manager spoke with *** ****** in response to this complaint, she indicated she had deleted her call logs. When asked which number she texted, she provided the landline office number that does not have text services (rather than the mobile number she’d used previously). Note *** ****** did speak with Agent ***** to request cancellation and was advised she would need to first pay the outstanding premium due.
Initial Complaint
Date:07/27/2022
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 started a new policy on June 21, 2022 with Shelter for 224.04 a month...a few weeks later began receiving calls and letters that our insurance was raising significantly due to accident on 4/4/21. They stated accident was my fault.I informed them it was not and sent documents to support the fact that I was not at fault. The underwriter still refused to adjust it.I finally got my old insurance company involved who Emailed them with proof I wasn't at fault...(they wanted 770 bucks to catch up my premiums)...since I'm retired and the Underwriter wasn't budging, I cancelled my policy because I can't afford 770 on a fixed income!..an hour later, I get an email that they will refigure my premiums and accept the not at fault letter from my old insurance company!.next thing I know, I get 2 letters stating I owe them money and they are sending me to collections if not paid....I've made numerous calls...their story is since I cancelled the policy, their system won't allow they to adjust their mistake...I need to send them one month's premium and the balance of what I owe to reopen my account!...only then are they able to adjust the premium!...all I want is it adjusted back and my balance cleared which is only right....I'm not sending them any more money....
Business Response
Date: 08/01/2022
I read the complaint filed by ******* ***** and contacted the
Underwriting Department. I am pleased to inform, the policy error was corrected. Our underwriter contacted Ms. ***** on July
27, 2022 and advised there is no outstanding premium due. The premium increase was the result of an
accident rate up which we confirmed was not the insured’s fault.

In closing, there is a premium required if Ms. ***** decides
to reinstate the policy. She should
contact Shelter Insurance if she has questions. We apologize for whatever inconveniences this may have caused. Thank you for the opportunity to respond.
Initial Complaint
Date:07/26/2022
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.
On 2/10/22 I was involved in an accident that was found to be the fault of person insured by Shelter Insurance. Once it was determined that Shelter's insured was responsible, after several attempts and contacting a supervisor I spoke with the Casualty Adjuster for my claim. At that time he stated that he was still gathering information about my claim and would get back to me with settlement information. That was over 6 weeks ago, I haven't heard anything, my calls are unanswered and message not returned. My claim number is ***************. I have asked, on phone messages and an email that if they don't intend to honor their word and responsibility to resolve the claim that they at least let me know so I would know how to proceed.
Business Response
Date: 08/03/2022
I read Ms. *******’s comments and
contacted claims. I apologize on behalf of Shelter for the claim delay. Our
adjuster contacted Ms. ******* on August 3, 2022. We are waiting to receive a
PCP bill and photos. Ms. ******* has agreed to forward these items to our
adjuster. Upon receipt, our adjuster will review and discuss a settlement with
Ms. *******. Thank you for the opportunity to respond.
Initial Complaint
Date:07/11/2022
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.
On December 22, 2021 i was rear ended by a customer of Shelter insurance and they havent reached a settlement, they claim they have requested hospital bills but the hospital has said they havent. They ignore my phone calls for days to weeks at a time. **** is my communication and isnt doing his job, his supervisor is very unprofessional and so is he. I have made it clear i wanted this to be fast but they are absolutely a terrible company
Business Response
Date: 07/14/2022
I read ******** *****’s comments and reviewed the file. I apologize on behalf of Shelter Insurance
for any messages left that were not promptly returned. The claim is currently pending receipt of Ms.
*****’s medical bills from the hospital and primary care physician. Upon receipt of the medical bills, our
adjuster will review the Bodily Injury claim and handle accordingly. If Ms. ***** has received any medical bills
related to the accident, she should submit the bills to our adjuster for
review. Thank you for the opportunity to respond.
Initial Complaint
Date:07/05/2022
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 have motor vehicle accident on 04/30/21, my car was total loss. the claim was paid in full by the other party insurance. I have been waiting and trying to contact my insurance - ******** for $500 deductible reimbursement. The representative said it has to go to **** *******. I have been contacting **** many times without response. It is over 1 years since the accident happened and I still can't get the reimbursement.
Customer Answer
Date: 07/05/2022
Last contacted was June 30/2022 by my lawyer and 7/1/22 by myself.
Today 7/5/22 my lawyer found out that "Country Financial indicated that the property damage subrogation claim was resolved on 3/01/2022. ******** deposited the check on 3/11/2022. ", my lawyer tried to contact ********, still no-one answer.
P/S: my claim number #***********, *** **********

Business Response
Date: 07/12/2022
Our records indicate ******** Insurance issued **** ***’s deductible payable to *** *** and ****
*** on July 7, 2022. Hopefully, the insured has received the check. If not, he should contact his agent
or ******** at (###-###-####). Thank you for the opportunity to respond.

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Shelter Insurance Corp Office is NOT a BBB Accredited Business.