ComplaintsforShelter Insurance Corp Office

• Initial Complaint

  09/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are supposed to pay for damages that their driver has caused. It's been 3 weeks and I can't get a answer from the adjuster or get a call back from supervisor. I submitted pictures of the damage and estimated from the local shop. Getting run a round each week when I call them for something they need to take care in the first place.

  Business response

  09/03/2021

  I am pleased to inform, our adjuster called Mr. ********* on September 2, 2021 and advised the estimate was approved.  The estimate and check were mailed to Mr. ********* that same day. I apologize for any messages that were not returned promptly.  Mr. ********* should contact the adjuster if he has additional questions.  Thank you for the opportunity to respond
  

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was driving in Bardstown, Kentucky on Tuesday, August 16, 2021, on Fifth Street, traveling South. At Broadway and Fifth is a four way stop sign. I can't afford for anything to happen to my black Mazda 3, and I drive defensively. I stopped, looked, all was clear, and I proceeded. A lady driving another car going East on Broadway, ran a stop sign and I tried to swerve away, but the car was hit. We called the police, and the lady admitted she ran the stop sign, which is hard to see behind a tree limb. I took my car to the collision center in Bardstown and contacted Shelter Insurance, telling them about the car being there. The collision center called me Friday morning, 8-19-2021, and said they hadn't heard from the Shelter Insurance company. I need to move things from a house I'm working on, and need a car, and Shelter is refusing to do what they were paid to do. I can't afford this.

  Business response

  08/25/2021

  I read the complaint filed by ****** ******* and contacted the Lexington, Kentucky Branch Claims office. Upon receipt of the complaint, we were unable to locate the claim number with the information provided.  The claims office tried to call, email and text Mr. *******, however the only response was a text message stating “Need Help”. 

   

  On August 25, 2021, the claims department contacted BDM Collision in Bardstown, Kentucky and they advised Mr. *******’ vehicle is in their shop.  The body shop said they would send the estimate and photos.  In the meantime, Mr. ******* returned the call and provided the claim number so we could locate the claim.

   

  Our records indicate, our adjuster had talked to Mr. ******* on August 24, 2021. He advised what occurred and that a police report was filed. During this conversation, Mr. ******* stated his vehicle was at BDM Collision.  Our adjuster is currently trying to complete the investigation which requires speaking to our insured.  Regrettably, until we complete the investigation, we are unable to accept liability.  Mr. ******* should contact our adjuster if he has questions. 

   

  Customer response

  09/01/2021

  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. Everything is resolved in a professional way. There is no complaint at this time. The adjuster is sending a check and I expect everything to be well. Thank you, and thank Shelter Insurance.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had weather damage in October of 2020. Siding missing in places and separation from the home in others. Shelter Insurance came back with the solution of paint pieces match home and replace missing pieces. Problem is that the original paint has faded so bad it is unmatchable, Also siding has been discontinued so the siding is unmatchable. Mentioned to Shelter Insurance that it has to be fixed to a reasonable match. They talk me into getting a piece painted and putting it up and told me we would then all meet and come to an agreement if it matches or not. I do that, clearly does not match and they basically said sorry about your luck. I argued more about it not matching and the adjuster calls me and says to keep it fair they agree to have a 3rd party adjuster out to my house. I think this is a great idea and welcome the 3rd party. During the 3rd party visit with my contractor and myself, the 3rd party adjuster mentioned how it does not match, will not match and they will need to replace

  Business response

  08/13/2021

  
  ***** *********’s home was damaged by wind on November 15, 2020. Shelter Insurance hired an independent adjuster that inspected the dwelling on December 4, 2020.  The inspection indicated there was no noticeable damage to the roof.  The roof appeared to be newer and in good condition. There was damage to one piece of vinyl siding and another piece of siding was missing. The vinyl siding was painted. There was no other noticeable damage to the exterior of the home or interior damage. An estimate was written to replace the one piece of missing siding and repair the loose piece.  In addition to the siding, there was a gazebo canopy cover that was damaged.  The estimate written was less than the $1,000 deductible, so no check was issued. 
  
  In January, 2021, it was brought to our attention that the contractor was unable to find the color of the siding. Our adjuster asked about painting the siding. Mr. ********* advised in June, 2021 that he tried to paint the siding and the color would not match.  The insured was advised to take it to a paint store and they would be able to match the paint. 
  
  As of August 10, 2021, the insured was advised to contact the paint store so they could complete a paint analysis. Sherwin-Williams advised our adjuster they could run a paint analysis to get a comparable match.  Mr. ********* said he is too busy to take it to the store, so our adjuster has offered to have someone pick up the siding and take it for him.  The insured declined the offer, because he does not want a stranger to complete the task. It was suggested to have a family member or friend take the piece of siding to the store and this option was also declined. Shelter recently sent a letter offering to pay for someone to take the siding to Sherwin Williams for the paint analysis.  The insured needs to let us know if this is a viable option for him.  Until we take all the necessary steps to match the paint, Shelter is unable to proceed with the settlement of the claim. The letter mailed explains our position.

  Customer response

  08/17/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Their reply is unacceptable. Ohio code(attached) states that a repair must fit the size, color and quality of previous. This paint is not just unmatchable but the siding has since been discontinued and is unmatchable. Closest match found does not even have correct size. These facts make even matching paint unreasonable. 
  Also, adjuster contacted me after I mentioned the paint will not match. He said to be fair we will have a 3rd party come out and do a report. I agreed to this as I thought it was a good compromise. 3rd party came out and met with me and my contractor. The 3rd party adjuster verbally mentioned that this will be unmatchable and stated it would all be in his report. A few days later the adjuster contacted me. When I asked to see the 3rd party report he told me he had a verbal conversation with the 3rd party and no report was needed. I told him the 3rd party adjuster said he would send a report. He then said he would send any and all reports he had. The next say he sent the original report trying to pass it off as the new 3rd party report. Everything about this situation has been shady, deceptive and unfair. Fair would be a written report from the 3rd party that was already at my house. If his report says different we can cross that bridge when we get there. 
  
  
  Sincerely,
  
  ***** *********

  Business response

  08/23/2021

  On August 20, 2021, Adjuster Daniel Goda called Mr. ********* to discuss his concerns.  The insured was advised Shelter has requested a written report from Olympia Claims Independent Adjuster Teshawn Burke. The independent adjuster advised he would provide Shelter the written report.  Once the report is received, a copy will be forwarded to Mr. *********.

   

  In the complaint, Mr. ********* states the new siding is a different size than his existing siding. The insured stated Mr. Burke should have acquired the measurements during his reinspection.  If the independent adjuster does not have the measurements, we will perform another inspection to confirm the size of the siding that is currently on his home.

   

  Shelter Insurance agrees the siding Mr. ********* painted does not match.  This has never been in question.  However, we think there are other paint options. Mr. ********* has been asked to take a paint sample to a paint store such as Sherwin Williams for a paint analysis. The completion of this process will assist in determining if the paint will meet the criteria for the Ohio Code.  Mr. *********’s preference is to wait for the completion of the investigation from the Better Business Bureau and Ohio Department of Insurance. Adjuster Goda asked Mr. ********* to let him know once he hears from both entities.

   

  As required by the Homeowner policy, if the insured’s home is exposed to the elements, he should make temporary repairs to prevent further damage.  Adjuster Goda advised Mr. ********* we would cover any reasonable cost incurred to aid in protecting the property from further damages.  The amount of the damage thus far is less than the deductible, therefore, we will pay if the supplemental damage is above the policy deductible. Mr. ********* should contact the adjuster if he has additional questions.

  
  

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