Complaints

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

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• 

  Shelter Insurance Corp Office

  1817 W Broadway Columbia, MO 65218-1000

• 

  Shelter Insurance Companies

  2024 Park Ave. Paducah, KY 42001

• 

  Shelter Insurance, Co.

  450 W Main Gallatin, TN 37066

• 

  Shelter Insurance, Co.

  350 Warfield Boulevard Clarksville, TN 37040

• 

  Shelter Insurance, Co.

  699 W Main Street Suite 202 Hendersonville, TN 37075

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:02/02/2023

  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.

  Jan 5, 2023 Shelter Insurance adjuster wrote we had no coverage. We have had Shelter for 4 years. At no time when we asked for insurance for the home did we say...we do not want water damage insurance. Yet that is what was sold. When we experience a burst water pipe in December, 2022 which damaged the whole house, ceilings, floors, walls, contents..and called our agent to come, or an adjuster, he said it wasn't necessary. The next day he called and said the loss wasn't covered, and that it caused him a sleepless night. Letters were written to the Shelter's ***** ** *********, they sympathized but said we weren't covered. Lawyers we contacted said we had to sue Shelter first to go through to the agent.

  Business Response

  Date: 02/03/2023

  I read the complaint filed by ***** *********.  The insured’s farm home was damaged from a water pipe that burst and flooded the home.  The dwelling was insured by a Farm Policy that covers damage caused by a peril named in the policy.  The cause of the damage was not the result of a peril listed in the policy, so the claim was denied.  The Farm Policy does not cover water damage, so there is no coverage for the loss.
  
  As *** ********* stated, Shelter Insurance’s ***** ** ********* and the ******** ********** reviewed the claim.  Our decision remains unchanged. I am sorry my response is not more favorable. 

• Initial Complaint

  Date:01/30/2023

  Type:Billing 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.

  Ok so let me try to explain this situation as best as I can, I received one letter in the mail from shelter insurance, let's say mid January of 2023 stating that I owe 52$ made an attempt to reach out to my local agent to see what was going on with this situation that was 1-12-23 no answer, get a call and a voice-mail and a text from denoda stating that shelter is canceling my policy (1-26-23) over 52$ my mortgage company has paid already roughly 1700$, now they r sending back a check in the mail for ******* for the difference of the one month of coverage I'm guessing but seems little off, but no attempts prior by phone were made to reach out to collect the small amount of money they were asking for, which is pretty concerning being that I have been using shelter for 10yrs.

  Business Response

  Date: 01/31/2023

  I read the complaint filed by ********************************  I am pleased to inform, our agent has contacted the insured and made arrangements to reinstate the policy.  Prior to receiving the complaint, our agent had explained how to reinstate the coverage. Regrettably, the mortgage company paid the incorrect premium which resulted in the policy cancellation. ************************* should contact the agent if he has additional questions.  I apologize for whatever inconveniences this may have caused.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 02/01/2023

  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:12/13/2022

  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 was rear ended. i was told an adjuster would contact me within 2 days. 1 week and 4 phone calls later, he finally contacts me. I finally can get a rental as I had to bum a ride to work for 4 days. I take the call to the body shop the next day. He takes nearly a month to get back with them, get an estimate. It is a total now, so he says i need the title to the car to get the money. I call the lean holder and they say i still have a $6 balance. I pay the balance and my lean holder says it may take 4-6 weeks to get my title in the mail. the adjuster tells me that they can no longer pay for rental because it is not their fault that the title will take that long. If everything was done how it should have been and I would have been informed the first week of my wreck about my title, then I would have it in hand already. The adjuster never answers his phone and takes at least a day to answer any texts. I was the one who was rear ended and inconvenienced, there should be another solution.

  Business Response

  Date: 12/15/2022

  I read the complaint filed by **** *******.  I am pleased to inform, the rental was extended to December 20, 2022. Mr. ******* was rear ended by our insured. Shelter Insurance accepted liability for the collision.  The loss occurred on October 31, 2022.  Mr. ******* reported the loss that same day.  Prior to accepting liability, our adjuster had to confirm the facts with our insured.  Once that was completed, our adjuster contacted Mr. ******* on November 2, 2022.  The claimant vehicle was drivable. 
  
  On November 7, 2022, Mr. ******* advised our adjuster he would take his vehicle to a body shop for an estimate.  As of November 21, 2022, the vehicle was not taken to the shop for an estimate.  However, Shelter had authorized a rental.  Mr. ******* said the vehicle was at the shop, although the body shop said it wasn’t. 
  
  On November 28, 2022, our adjuster called the shop for the estimate.  On December 1, 2022, the vehicle was deemed a total loss. The vehicle was moved to our storage lot on December 7, 2022.  A total loss valuation was requested and the settlement offered to Mr. *******.  Once a total loss settlement is offered, Shelter allows five additional days of rental.  Regrettably, there are issues with securing the title from Mr. *******’s bank. 
  
  Our adjuster contacted Mr. ******* within 3 days of receiving the report. Once the total loss offer is extended, it is not standard in the insurance industry to keep a consumer in the vehicle until they can secure a negotiable title.  Thank you for the opportunity to respond.   

• Initial Complaint

  Date:12/09/2022

  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.

  I took over my mom's claim handling for shelter insurance due to a rude and unresponsive claims adjuster, **** *******. He still has not paid all the claim nor responded to me or the contractor. I even posted a complaint previously and ******* said he would contact me. That was at least 4 months ago if not longer. They told my mom that she had grease from water damage in the basement kitchen even though a reputable mold testing company said otherwise. She has asthma and had to live in a house with extensive mold for 2 years and could not go in her basement. They finally agreed to work on the claim and replace the cabinets and drywall but by the time that happened instead of one cabinet it was the whole kitchen in the basement that has mold from water damage! The adjuster is unresponsive and has poor customer service skills to put it nicely. This has been a nightmare for my mom and myself. In fact, it caused my mom to have high blood pressure from stress. I would not recommend ******* insurance to my worst enemy.

  Business Response

  Date: 12/15/2022

  I read *** ******* comments and contacted the Claim Supervisor. A review of the claim indicates ***** ******** April 18, 2018 water claim from a refrigerator line leaking behind the refrigerator has been paid in full. I apologize on behalf of the adjuster for any behavior deemed rude or uncommunicative. As stated in our prior response, *** ******* concerns were shared with Claims Management. Thank you for the opportunity to respond

  Customer Answer

  Date: 12/15/2022

  Complaint: ********
  I am rejecting this response because:
  There's a remaining balance to the contractor and the mold mitigation has not been paid.  No one has reached out to the contractor not my mom and I to explain why the remaining balance wasn't paid.  We have sent certified copies of the invoice to your corporate office.  This doesn't address the request for contact explaining why the contractor wasn't paid in full by your company.
  Sincerely,
  ****** ******

  Business Response

  Date: 12/21/2022

  I read *** ******* comments and contacted claims.  On December 20, 2022, the claims supervisor contacted *** ****** to discuss the claim. Upon further review, it was discovered there were some items missing from our estimate. A supplemental payment of $3,085.09 was issued to the insured. During their conversation, *** ****** agreed with the supervisor the supplemental payment will resolve the complaint and conclude the claim. Thank you for the opportunity to respond.

  Customer Answer

  Date: 12/23/2022

  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: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.