ComplaintsforShelter Insurance Corp Office

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a policy in January with an agent about 35 minutes from me. I thought everything sounded good and signed up. Now I realize I am stuck on automatic payments each month coming through my checking account. Apparently theres no way to stop the automatic payments unless you cancel the policy, or pay in full. I contacted my agent *********************** and he basically said theres nothing he can do. I contacted support and got the same runaround.This is absolutely ridiculous and I dont even think its legal. Why am I forced to make automatic payments unless I pay in full? This is really messing my checking account because the payment gets pulled regardless if the money is there or not. Its also giving me a lot of stress.

  Business response

  03/21/2024

  I read the complaint filed by ****** *****.  As he stated, a new application was written in January 2024. Shelter offers the following payment options: Pay-in-full (policy term), Monthly Recurring Credit Card or Monthly Payment Plan which requires automatic monthly withdrawals from the consumers bank account via Electronic Funds Transfer (***). Insureds are given the choice of their preferred method of payment. If *** is selected, the insured is asked which date each month they would prefer the payment withdrawn. The *** is sent to the bank with a request to withdraw the money on or after the selected date. If the payment is not available when requested, the policy is cancelled due to nonpayment of premium.  This method is standard in the insurance industry. The insured is not forced to use ***, however, to keep the policy active premium is required.   The Monthly Recurring Credit Card payment option was implemented on February 27, 2024.  Our agent is willing to discuss which payment method is best for the insured.    

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes this isn't about my insurance company My insurance adjuster not answering or returning any of my calls I've spoke with him one time I've called him at least 12 to 15 times he does not return any calls does not respond in any way at all I had to finally after calling so many times they put me in touch with his supervisor who took care of one of my issues but he said I had to deal directly with this other person the adjuster to finalize and take care of this last issue this guy is not answering or returning my calls it's been 4 months and it's totally unprofessional I pay for a service and to be completely ignored and not have any of my phone calls returned is just bad business and if they do it to me they're doing it to hundreds of other people I'm sure just in the last 3 days I have politely called left messages asking him to please call me back as soon as you have a chance and days have gone by and I call back and I leave another polite message please give me a call and I get absolutely no response from this individual at all I paid my bills on time I'm still paying my bills for a service they are supposed to provide which they are not providing

  Business response

  03/25/2024

  I read the complaint filed by *********************.  On January 24, 2024, Shelter was notified the insured was hit by a fire truck on December 19, 2023. The vehicle was not drivable, so the insured rented a vehicle. Our adjuster contact ************ the day the loss was reported.  The vehicle was declared a total loss.  On February 20, 2024, ************ was offered a total loss settlement.  The okay to pay from CoPart was required to issue the payment. The okay to pay was received on March 18, 2024 and payment was issued that day. Regarding the rental, the Auto policy limits are $30 per day up to 30 days maximum. Shelter has paid a portion of this limit. Our adjuster needs the rental receipts to consider issuing additional rental payments. The insured should submit the rental invoices for review.  I apologize for any messages the insured left that were not returned.  ************ should contact the adjuster if he has additional questions. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Shelter is not honoring the auto insurance quote I got from shelterinsurance.com. When I asked to be put in contact with an agent the price he gave me went up a quarter of the original quote. I have a flawless driving record. Everything was done by email so I have a written record of everything. Quote from email, agent "Yes sir, I am waiting for underwriting to return their call. My quote is ***.** for 6 months with what I can see as the same coverage as your quote you obtained on the web. My question to underwriting is why is my rate higher? We only have one rating program so the rate should be the same. I should hear something today" my reply "Ok, thanks, that doesn't make sense, if anything it should have went down. I have a flawless driving record." agent reply "I am in agreement with you. It should not have changed everything is the same the best I can see. I will contact you as soon as I get a response." That was on a Friday, I asked for a update Monday, agent reply "I have been told it has been turned over to technical support. I guess it is a technical issue and not something being typed incorrectly." Asked for another update Thursday with no reply, and again on Friday with no reply. I'm including screenshots of the email. I can forward the email if needed. I would like the original quote honored.

  Business response

  03/25/2024

  ****************** requested an online quote. Our agent and underwriting reviewed the information provided on the quote. Using the same information, our agents quote was the same as ********************.  However, some of the factors such as the mileage and prior tenure entered in the Shelter quote were different. The change in the quote was due to information received on consumer reports not requested when web quotes are submitted.  Our agent  is communicating with ****************** on this matter.  The web quote was confirmed by underwriting.****************** should contact the agent if he has additional questions.

  Customer response

  03/26/2024

  Complaint: 21439020
  
  I am rejecting this response because:
  ************************* assured me on March 8th the higher quote was with the same information as the web quote. Quote from email "I am in agreement with you. It should not have changed everything is the same the best I can see. I will contact you as soon as I get a response." I made a point to point out I only drive my car a handful of times each year. His response from email "You have it correct. Your auto is rated at the very lowest mileage rating." After I filed a complaint with BBB on March 15th, ************************* sent an email March 21st saying the miles were NOT the same, he said consumer reports is showing I drive my car ****** miles and that is why the quote is higher. I have only put ****** miles on it since I bought it in 2016. I reminded ************************ that he told me I was on the very lowest mileage rating on the 22nd and have yet to hear back. Today is the 26th.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -this is my personal car insurance company -I was rear ended last year in my previous vehicle, and paid the deductible, thinking I would be reimbursed -I have gotten a divorce since this incident. When it occurred, I was married and on a joint policy with my now ex husband, *********************.-insurance mailed my reimbursement check months ago to *****, and he discarded it.- ***** refuses to sign the check, and insurance is refusing to write it split.I am unsure if there is anything you can do to help, but feel I am owed that money. I can prove that it was paid with my discover card.

  Business response

  03/12/2024

  I read the complaint filed by *************************.  On March 8, 2024, the claim supervisor  called ************** to discuss her options. ************* was left a message to return the call. To date, she has not returned the call. At the time of the loss, ************** and now ex-husband were listed as the named insureds on the Auto Policy.  When claim payments or refunds are issued, Shelter is required to list the named insureds on the policy and lienholders/mortgagees. The payment was issued in accordance with the policy language. To consider reissuing the payment in Ms. ****** name, she should provide specific legal documentation directing Shelter to do so.  ************** could also talk to her attorney to see if they can assist with getting this matter resolved.  Thank you for the opportunity to respond.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card has been charged a total of $1682.48 and i have only had insurance with shelter since 29 Jan 2024 Policy 24-1-11181608-3 . So less than 60 days. I need to be refunded you have over charged me 1, 25 Jan 2024 amount ******** 2. 7 Feb 2024 amount $162.34 3. 16 Feb 2024 amount $348.96 4. 27 Feb amount $16.90

  Business response

  03/14/2024

  I read the complaint filed by *******************************. The insured also filed a complaint with the Attorney Generals office.  Shelter wrote an auto application for the insured on January 30, 2024.  Since the policy inception date to current, here is a breakdown of the premium.
  
  24-1-11181608-2
  
  New Business payment:                                                                                  $1,154.28
  January 30, 2024 vehicle change 2024 Prius:                                                  -$457.43
                                                                                                                             $696.85
  2/7/2024 Changed to 2024 GMC 1500                                                              +******
                                                                                                                             $859.19
  2/16/2024 Multi-car discount:                                                                             -168.85
                                                                                                                             $690.34
  2/27/2024 VIN correction                                                                                     +16.90
                                                                                                                             $707.24
  3/5/2024 Policy cancelled refund $542.40                                                          *******
  Total premium paid                                                                                             $164.84                                                                                                                 
  On March 5, 2024 $229.60 of the refund was applied to Unit 3 premium.  The remaining $312.77 was refunded to the insured.
  
  24-1-11181608-3
  
  New application on 2023 *** payment:                                                     $517.81
  Minus multi-car refund on Unit 2                                                                    -168.85
  Charged to credit card                                                                                   $348.96
  
  2/27/24 Removal Companion Policy Discount (due)                                    
              $542.99-$517.81=$23.67 billed, not paid
  
  3/5/24 Multi-Car Discount removed- refund from Unit 2                              $229.63          
  Total premium paid                                                                                      $747.44
  
  
  Our records indicate two refund checks for Auto unit 2 were mailed to the insured and cleared our account. A refund check for $457.43 issued January 30, 2024, cleared February 5, 2024. The other refund check was issued on March 12, 2024 for $312.77 and cleared our account on account on March 12, 2024. 
  
  As outlined in the premium breakdown,the total paid on auto unit 2 was $164.84 and $747.44 on unit 3 for a total of $912.28. I am sure this is confusing based on the number of changes completed. The insureds credit card statement may show $1,682.48, however two refund checks in the amounts of $457.43 and $312.77 were issued. 
  
  In closing, the premium collected was fully earned.  No additional refunds are owed.  Thank you for the opportunity to respond.
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for around 20 years, since I got my first car insurance policy. My parents had their insurance through Shelter for my entire life. Now, my mother is deceased and my father is incapacitate. Their trust clearly states that my sister, *******************************, and I are co-trustees. The 3 houses our dad had deeded into their trust. The insurance policies on these 3 houses are under the trust and the policies are in the name of the trust. I live in one of these 3 houses and personally pay the insurance on it. I do not receive mail, bills (that I pay) or other communications from Shelter Insurance regarding these house. Depending on the employee Shelter will often not communicate with me about these policies. Since last summer I have summited my parents Trust to the Shelter Insurance on 3 separate occasions and Shelter doesn't respond to my request to have access to the information and mail to the trust policies. I have contacted my agent, ************************* more than a dozen times since July of 2023. He generally doesn't respond. I have contacted customer service, ****'s boss, and the underwriter. There has been no resolution. My sister and I do not get along and she got the check canceled on my claim for hail damage for the house I live in. I suspect (because one employee told me) that ******'s attorney submitted a letter claiming she is the only one to receive information on ***************************************** accounts because she is guardian and conservator. This is true for our father's vehicles, but not for the houses which are in the trust. My vindictive and unreliable sister tells me how much and when to pay the policy on the home I live in. She doesn't share information about the other two houses.The policy numbers are:24-73-1963372-2 for my home at ***************************************** 24-73-1963372-1 for ***************************************** 24-71-1963372-1 for *****************************************

  Business response

  03/15/2024

  I read the complaint filed by *****************************************.  Underwriting forwarded a copy of the Trust Agreement to our **************** for review. Based on this agreement, ********* and her sister should be listed as Co-trustees on their fathers policies.  The agent has made the policy changes to ensure ********* receives the documents.  Thank you for opportunity to review

  Customer response

  03/15/2024

  I previously communicated with the underwriter at Shelter Insurance via email and with my agent by email and phone.  I have not received any email messages from Shelter Insurances or any of their employees notifying me of the changes they made to correct the problem.  I have not received any notification of any kind from Shelter other than this response message in BBB's complaint system.  Shelter has ignored or said there wasn't a problem since summer of 2023.  Previously, my agent specifically has said he would solve the problem, but he hasn't.  I have yet to see if the problem is resolved and I do not think it is appropriate to close this complaint until there is proof of Shelter Insurances changes...access to the trust held insurance account online, mail sent to me regarding these accounts, or even a letter directly to me on Shelter Insurance letter head saying they recognize and solved the problem.  So I don't want to click BBB's resolved button until there is proof.

  Thank you,

  *********

  Customer response

  04/03/2024

  The issue is not resolved because: 1. Shelter has NOT sent me any direct communications regarding solving the issue.  2. I still do NOT receive mail from Shelter Insurance for any of these 3 accounts despite previously requesting this in my complaint and Shelter has NOT shown any proof that they will be sending me mail for these accounts.  3.  I still do NOT receive electronic communications from Shelter regarding these 3 accounts.  4. I CANNOT access any of these policies when logged into my account at ********************** and I was NOT able to add them to my online account.
  

  ********************** did respond to the complaint that I sent to the Attorney General (see attached).  In this non-direct communication, Shelter appears to have added me to the policies, but still has NOT fixed the issue that I do not receive communications from Shelter for these accounts.  The address is my sisters. (My sister doesn't communicate with me in appropriate ways).  I am still reliant on either calling Shelter to inquire about if I have an upcoming bill, how much and its due date; or relying on my sister to forward me the bills she receives.  This is not acceptable. 

  
  It is unreasonable for me not to be able to receive mail or electronic communications, like bills, on accounts that I have a legal right to have free access.  Thankfully, Shelter Insurance has finally recognized my legal right to the information by adding my name to these policies, however I still cannot easily access these accounts as a normal policy owner does.

  
  In addition, Shelter Insurance lied about when and how frequently I have communicated with them regarding this issue in their response to my complaint.  And now I am insulted and am requesting an apology in which Shelter Insurance acknowledges their misrepresentation of the facts and gives an accurate record of dates and the number times I have contacted them regarding this issue, especially noting the times that I have provided them with copies of the Trust, and when I first requested that Shelter's legal department review the provided trust documents (summer of 2023).  I have my records of the emails I have sent with references to phone calls and times I submitted the trust.  I have my records which I can share if Shelter continues to lie. (They are so numerous that uploading them to this platform is not practical.)

  Business response

  04/05/2024

  As requested, on March 19, 2024, Ms. ************ name was added on the policy as a named insured.  Due to computer system limitations, Shelter can only have policy documents sent to one address.  Both listed trustees have the right to make policy changes. ************************** should contact the agent to discuss if she needs them at every renewal or occasionally.  Our agent can produce the documents for her when requested. 

  Customer response

  04/05/2024

  Complaint: 21400022
  
  I am rejecting this response because:  Shelter Insurance has not addressed all the issues, for example giving me computer access to the accounts, having the agent or another employee mail out statements to both me and my sister as other agencies do by inserting a cover page with my address over the bill information since their system is ancient, or the fact that my agent has a history of being consistently negligent, the company is ignoring my complaints about my agent and not apologizing.  Shelter Insurance did not even address the amount of time and effort I have wasted with my agent and other employees trying to solve this issue.  They have addressed the bare minimum of the issue by adding my name to the account.  *********************** "resolution" is for me to keep a calendar of when I think my bill will come and then call my negligent agent, wait for him to respond (which is part of the problem!) so that I can know how much to pay for new bills each year.  Shelter needs to find away for their systems to mail, text, email or allow for set up of electronic account access to bills for me to access my accounts.
  Sincerely,
  
  *****************************************

  Business response

  04/11/2024

  ************************** has the option of setting up an online customer access account to manage the policies. The agent is willing to assist ************************** with providing the policy documents, so she also has that option.  As ************************* mentioned in the initial complaint, this is a family issue and Shelter will not get in the middle. The named insured was changed which gives her the ability to make changes on the policy. We apologize for whatever inconveniences she has experienced, however there is no further information we can provide. The policy was changed, so Shelter will not continue to respond to the same issues. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** has done nothing to settle this claim. I have been without a vehicle since Dec. 16, 2023 and am disabled and he knows this. He has demeaned me, has denied receiving estimates and other documents. Does not answer or return calls or respond back. It is March 5th, 2024 and he wants to start the claim process over with a third party independent adjuster. Which he should have done in the first place. This is unacceptable and the whole process very unprofessional. We have done everything we can to abide by the policy rules and even try not to cost the company money by towing it ourselves. The vehicle is not driveable and has sub frame damage. I have missed medical appointments and even lost help through ******** bc I couldn't keep appointments. I am on a fixed income. And I feel like I am being discriminated against.. He also stated that this is not about how I feel safe driving the vehicle afterwards and that I need to stop trying to run this claim. There is subframe damage and the car is undriveable. And after all this time, he says he cant find any information the 3 body shops sent him estimates and pictures. I have anxiety and severe medical problems and bc of this I cant be exposed to ***************** abuse anymore. I have called the home office several times and asked for their help and they say they will turn it over to his supervisor or manager and I havent heard from them yet.

  Business response

  03/06/2024

  I read the complaint filed by *********************.  On December 16, 2023, while parking, Ms.Seatons vehicle lunged forward into the concrete curb. The insured was able to apply the brakes to prevent from causing damage to the store or other property.**************** reported the loss on December 27, 2023. 
  
  On January 8, 2024, our adjuster called the insured and explained the claim process. **************** advised she had towed the vehicle to her house and it is currently on the trailer. The insured stated she would find a shop and give our adjuster the information. 
  
  On January 24, 2024, **************** said she found a shop and needed a rental vehicle.  The insured does not have Rental Reimbursement coverage on the policy, so our adjuster could not authorize the rental. During this conversation, our adjuster confirmed he had not missed a telephone call on January 8th and this was the first time the insured had contacted him. **************** agreed.
  
  That same day, **************** called **************** and was transferred to the supervisor.  It was confirmed that the insured did not have rental coverage. The insured wanted the vehicle towed to a shop. The supervisor confirmed there was no body damage on the vehicle and it appears to be all mechanical.  They discussed the possibility of this being a manufacturing issues which would not be related to the accident. Ms. ******* stated she had read about this online also. 
  
  A few weeks later, our adjuster received a call from the insured asking the status of the claim. It was explained that Shelter still needs the photos and estimate from a shop of her choice.
  
  Regrettably, Shelter has been unsuccessful getting the information to proceed with the claim.  On March 1, 2024, we decided to hire an independent adjuster from ******** Insurance. Our adjuster called **************** and left a message letting her know an adjuster would contact her.  He explained we need her cooperation with letting them complete the inspection. Once inspection is completed, our adjuster can complete the claim investigation to determine if coverage applies.  

  Customer response

  03/12/2024

  This is the info from my journal about the way this claim has been handled:

  12/16/23 accident

  12/17/23 Got trailer to pickup car and bring home. It took 4 grown men to load the car bc the way the subframe was damaged. 
  

  12/27/23 (due to holidays) Spoke with Brit in customer service at ********************** to make claim. She asked agent if it was covered, and agent said yes and she assigned me a claim number and said adjuster will be in touch in a few days. 
  

  1/4/24 Called customer service back and spoke w *****. She gave me the adjusters info to contact him. She said he should have been in touch by nowI Called adjuster and left my info on his vm to please contact me about the claim..

  1/14/24 Adjuster finally returned my call. We expressed our concerns about local body shops due to past experience. He started naming off some shops, all newly started businesses, we told him the particular one he named off was really expensive, he said not to worry about that. He is in the middle of a project and just to get him some numbers and he would take care of it. He said they wouldnt pay to tow the car more than 30 miles to get fixed. 
  
  We borrowed a truck to haul the car that was on someone elses trailer and got an estimate and gave him the adjusters info and they talked
  

  1/24/24 Called adjuster left vm asked if he could possibly get me a vehicle in the meantime bc it was taking a long time and my vehicle was undriveable and I am disabled and need a ride to drs appts called customer service right after I left him the vm and she got adjuster right on the phone. He said no, I asked to speak to his supervisor. I was transferred to his supervisor and told him how long it was taking adjuster to respond and asked if he could make an exception due to this fact about a rental and he said NO Coverage-NO rental

  received email from adjuster that day that he had spoken to the body shop. 
    Also talked to ***** again that day in customer service about them drafting my account for a vehicle I was unable to drive and asked her if they could adjust my policy amount for the time Im not using the coverage. She said no the only way to do that is to cancel the policy. At this point the last thing I wanted was for them to use that as an excuse so months later they are still charging me for a policy I cant use without a vehicle. 
  

  1/30 Left vm to adjuster letting him know the body shop is 2 weeks out and I needed to get my vehicle somewhere to get it fixed bc I am missing drs appointments. So I borrowed a truck again and hauled it to a different body shop. This particular body shop also emailed the estimate and pictures to the adjuster. Also, this body shop was two weeks out. 
  

  2/1-2/14 called adjuster about 5 or six times no answer.

  2/19 Took the vehicle to another body shop gave the body shop adjusters info and gave adjuster body shops info. They spoke back and forth. He was sent estimate and pics. I also sent estimate this time so he couldnt say he wasnt receiving anything. 
  

  2/20 Called adjuster he told me I need to stop trying to run this claim and its not a matter of weather I feel safe driving the carhe said that's not how this works. At the time he was driving down the road checking his email bc he said he was fixing to go through a dead zone but that he hasnt received anything from anyone. And he wouldnt be back in his office until Friday or Monday. The call then got disconnected and he didnt try to call back.

  2/29 Still havent heard from adjuster. Called customer service let them know what was going on and she said she would contact the adjuster and the supervisor. I asked if she could go above them bc I had already talked to the supervisor and he hasnt helped. So she said she would get in touch with the manager too..

  3/1 I emailed the trailer bill which I had to pay ***** cash out of pocket and still owe the man a balance and also emailed the estimate again. 
  Also called adjusters phone and got vm again. I told him I need a check within 10 days. 
  A few days after I decided to get others involved. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IN April of last year my home was severely impacted by a tornado. I filed a claim with my insurance company Shelter Insurance. ************************************ has denied the claim saying that the contractors charged too much for the repairs. They refuse to pay for the same shingle that were on the roof saying they cost too much. My insurance policy states that I have replacement value. ******************* refused to pay for the decking because it was not in the first estimate. The decking cost ***** dollars. The policy is also to pay for roof decking if needed to be replaced or if is was not up to code. They denied the additional cost. There have only paid ********* out a bill for my contractor of *********. I would greatly appreciate any assistance in helping resolve this matter.

  Business response

  02/26/2024

  I read the complaint filed by *************************.  On February 26, 2024, our adjuster met with Ms. ******** contractor at the insureds residence. They discussed the scope of the work and determined there are pricing issues. While at the site, the contractor sent additional information and photos to our adjuster for review. Our adjuster advised he would review the documents and write a supplement. ***************** should contact our adjuster or her contractor if she has additional questions.  Thank you for the opportunity to respond. 

  Customer response

  03/05/2024

  Shelter insurance refuses to pay for repairs made to my home after the April 19, 2023 tornado hit my home and did substantial damage. I have submitted two estimates and shelter insurance. Shelter insurance is not allowing for any labor costs. I am out over 20k in costs.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** has paid premiums to Shelter Insurance for many years. Recently, during the below zero nights in the southwest ******** area (******) his water pipe froze and busted. Shelter determined the problem was due to a washing machine issue. However, it seems to me the insurance company is trying to take advance of ******, due to his age. ****** has trouble hearing and lives alone, therefore he doesn't always know exactly what is going on, in regard to telephone calls and such. This incident happened on January 16th of this year. The house was flooded and thus far, damages which have been billed exceed $3000. There are still some repairs which need to be done but needless to say ****** doesn't have the funds to do repairs. ****** paid s $556 premium back in September of 2023. I am one of ******'s doctors and would like to see his stress level reduced. I am writing this information because he cannot. Please look into this matter. It doesn't seem quite right to me. ******************************

  Business response

  02/09/2024

  I read the complaint filed by ****************************** on behalf of insured, *************************. The insureds dwelling was damaged by water damage.The investigation determined the damage was the result of a failure of the plumbing system behind the washing machine that flooded the home. Mr. ******* property is insured by a named peril policy. The cause of the damage was not the result of a named peril listed in the policy.  Therefore, the claim was denied. 
  
  Shelter Insurance settles claims based on the policy in force when the claim occurs.  Regrettably,this was not a covered loss.  I am sorry my response is not more favorable.  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/14/23 I added a car to my insurance policy. Had shelter ins fax the court house a copy of policy. Got my plate and registration from clerk. 8 months later file a claim because I hit a deer. Now they said it not covered because they made a vin error 8 months ago and so I’ve been paying full coverage on what.

  Business response

  01/25/2024

  I read the complaint filed by ***** *******.  The insured hit a deer on December 20, 2023. The vehicle was declared a total loss.  Our investigation determined Mr. *******’s 2006 Infiniti M45 was not on the Auto policy when the loss occurred. The vehicle listed on the policy at the time of loss did not have the same VIN number.  Therefore, the claim was denied. 
  
  Mr. ******* apparently had purchased another 2006 Infiniti to replace another Infiniti and the policy was not changed.  The insured states he had contacted the agent and was given temporary ID cards.  Mr. ******* was advised on January 18, 2024, that we would submit a request for an Errors and Omissions claim. Shelter has opened the Errors and Omissions claim and will investigate what occurred. Once the investigation is completed, Shelter will review and handle the claim accordingly.

*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. ↩