Complaints

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:04/30/2024

  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.

  last year I made a payment to my insurance company ( ******** ******** ****** ********* ******** for my home insurance of a Total amount of $6320.40 yearly payment thru ********* ******* Insurance the agent after 1 month I got an email said thanks for your payment of $17.758.40 to *********** *hen I saw that I freaked out I called the agent right the way he told me that it may be an increase, I told him if there is any increase I'm supposed to get notified before and increase of almost 300% there is no way I been trying so hard to get my money back finally they refund me $8500 back when I asked where is the rest $ 9258 I need it back they. said no we can not refund you that I say give me a good reason why she got confused didn't know what to say and she said that balance its a fine because you canceled your insurance, so I called my mortgage company I told them what happened they called ******** ******AL L***** ********* **MPANY on a 3 way call with them they told that they got paid only $6320.40 for the yearly payment and we never issue any increase to your account and if it was an increase we will notify you and will be active till 2024 so we find out that *********** they said they are platform that works between the agent and my insurance company and they the ones they took that money which is I felt that's a big fraud they just scam me and took my money which is cause me a big debt to pay back my credit card company for that money because they couldn't dispute it they said it was over a moth after I contacted them, I'm sharing this with you please for help I can not lost all that money like that its really ruined my life lately. I hope to hear back from you as soon as possible best regards

  

  Business Response

  Date: 05/01/2024

  We appreciate your feedback and apologize for any inconvenience. *********** is a program manager that provides unique coverages for real estate investors through independent agents. Our program runs on a monthly reporting form so investors can seamlessly change coverage each month. That means when you pay in advance, the funds are held on file and applied each month based on the coverage in place at that time. If you experience a rate change, the advanced payment may no longer cover the adjusted rates until the location's renewal billing is due. Additionally, per the Program Participation Agreement all insureds sign when they bind coverage with us, our carriers can adjust rates anytime with 30 days' notice. You received a 45-day notice via email (that was opened) before the rate change took place. Since coverage remained in force from July 2023 to January 2024, your refund was only for the months you pre-paid and didn't use. Again, we apologize for any inconvenience and wish you all the best.

  Customer Answer

  Date: 05/03/2024

  thanks for your response back, according to my last phone call between my mortgage company and the agent from preferred mid Florida insurance agency LLC on a conference call, the agent checked on the record and I told her that I never got an email or  mail from you guys about the increase, the lady from preferred mid Florida told us she didn't see any mail send to me about the increase and even if it was an increase she said it suppose to start on 2024 next year not right the way you should contact them, so what we did next we call  * ******** ******** ****** ********* *******) and they told us they never add any increase in m y account and the amount that they got it was $6320.40 which from your bank acc is the yearly payment. so whatever come out from your bank account we never got it so that a Fraud you have to contact reinsure pro to refund you that money. and even when I talked to you on the phone you said on the email explain to me everything , which is you didn't you were very confused and didn't give me a convenience, all you told me we send you a letter told you  that I never did you said ah they send you email I said I never did, your let me see I'm sorry I don't what happen but all I can say it was an increase to other customers as well. so I still want to know why that money you didn't give it to  * ******** ******** ****** ********* *******) and reinsure pro kept it? 

  

  Business Response

  Date: 05/16/2024

  Hello again, 

  Our Billing Manager has attempted to reach out to you personally in order to further discuss this issue and address your concerns. If you would like to discuss this further, we request that you contact us at ************ ****** * ** ********************* ** **** ***** *** ** *** ******* ******* *** ***** ** ***** ** ******* **** **** ****  ***** ****
  

• Initial Complaint

  Date:03/13/2023

  Type:Product 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 1/12/23, I filed an insurance claim for theft at a property I own. To date, I have not received funds for the claim, despite multiple emails to NREIG about this matter. On 2/23/23, I was informed that I should be receiving the funds within the following week. That did not occur. On 3/8, NREIG informed me via email that their underwriter had not been issued payment from the carrier. Thus, they could not yet issue payment to me. Within this same email correspondence, NREIG informed me they were working to rectify this situation. As of the date of submitting this complaint (3/13/23), I have not received the funds or any other correspondence from NREIG.

  

  Business Response

  Date: 03/15/2023

  Dear *** *********  Your complaint has been received and we appreciate you letting us know of your dissatisfaction with the claim process you are experiencing with one of our carrier partners. Your complaint has allowed us to dig into the current claim process to ensure hiccups like these do not happen again. Upon review of your claim, we did find an opportunity where the claim process could have been expedited and we are working with all of the necessary parties involved to improve this process moving forward.  What you may not know is that NREIG is not the carrier or the claims adjuster in this (or any) situation. NREIG is the insurance agency. We employ a ****** ********** **** to act as a liaison between our clients and the ***** ***** ************** ****** hired by our carrier partners to adjudicate any losses suffered by our clients. In this particular claim process, there was a communication error between the carrier and their hired *** which resulted in a delay of you receiving your funds. While this was not an error on NREIG's behalf, we do apologize that this happened and know that this was a less than satisfactory claims process. We are working to ensure this does not happen again. I did receive word that the funds were received by the *** this week and will be distributed to you as soon as possible. This should be resolved very quickly. Thank you again for reaching out so we could make sure this process is rectified moving forward.  NREIG

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
    I am rejecting this response because payment still has not been received.  On 3/14 I was told that the insurer had received the check and it would be sent to me via ***** that same week.  That did not occur.  On 3/20 I asked for the tracking number but the insurer simply assured me that I would have the check by 3/23.  Despite the insurers "reassurance" that I would be receiving the check this week, I have been told this multiple times for a claim that was filed in January 2023.  Thus, the issue still has not been resolved.
  Regards,
  ****** ********

  

  Business Response

  Date: 03/22/2023

  Dear *** ********,  Thank you for your response. I have been notified that the *** has issued a check today and provided you with the tracking number via email.  While this delay was outside of NREIG's control, I do apologize for the delay in receiving claims funds for your covered loss. We appreciate you letting us know of your frustrations so we could ensure this was properly resolved.  Thank you,  ****** *****

• Initial Complaint

  Date:03/02/2023

  Type:Product 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 own a Washington registered business. This is a real estate holding company and one of the property that this business owns has experience large financial losses due to Bad Faith practices by the insurance companies named National Real Estate Insurance Group, LLC (NREIG) who kept not paying an approved claim for 5 months. For more than five months, My business has to up keep the property by paying mortgage, insurance, loss of rents in addition to the utilities through out this period from august till December 2022. The flood happened on July 25, 2022 and since then they have been dragging their foot to send me the funds. There is huge financial loss I have encountered due to NREIG dropped the ball to their carrier (********) and the left me alone to call, text, emails with no response.

  

  Business Response

  Date: 03/03/2023

  BBB Complaint #********
  Response by NREIG:
  National Real Estate Insurance Group (NREIG) is an insurance agency that provides access to custom insurance products for real estate investors throughout the US. As communicated with the insured, NREIG does not handle claim investigations for our clients. The insurance carrier of record handles submitted claims directly or by way of a Third-Party Administrator (TPA).  Either the carrier or TPA coordinate the property inspection, review coverage, and communicate the outcome of the loss investigation, to include payments, denials, or status updates. NREIG does not adjudicate or decline claims. The primary roles that NREIG serves are claims submission and providing general claim information for losses to the carrier.
  After filing the loss, NREIG communicated the TPA’s contact information to the insured, additional to the direct contact from the TPA (********) and their chosen Independent Adjuster. The correspondence from NREIG was provided through (2) automated emails with the claim number and adjuster contact information, along with emails and phone calls from NREIG to the TPA requesting they contact the insured to provide an update. There was never an expectation given to the insured that NREIG’s role as the insurance agency is to be directly involved in the investigation or claims settlement process.  NREIG’s communication with ******** communicated the insured’s and his contact’s concerns and need for a status, which was acknowledged and advised. NREIG spoke directly with the insured and he confirmed he understands that NREIG does not have a hand in the claims process, but felt NREIG did not communicate enough with the TPA. Our contact with the TPA advises us of the related information and ultimately allows the designated claims professionals to handle their obligations to those involved.  
  Our understanding is that an initial settlement offer was made to the insured, and the insured declined the offering seeking coverage for additional damage.  The parties were agreeable to another assessment of the damage. A subsequent inspection and review required time to evaluate and find an acceptable outcome for both parties, which extended the typical timeline. The loss was ultimately settled at an amount acceptable to the insured.
  NREIG has discussed concerns submitted by the insured associated with this loss and the relative process with ********, who has agreed to review their procedures and manage any necessary changes.  However unfortunate this circumstance is considered, NREIG does not feel any responsibility should be placed at the feet of the agency for any specific financial hardship or claims handling challenges. For reference, our claims process is outlined in the link below.
  Claims Process Explained.

• Initial Complaint

  Date:10/30/2022

  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.

  Hey I recently purchased a renovation policy for a property I purchased. During the renovation process I had a break in which the policy I purchased had coverage. I put the claim in and received a denial letter stating that I was denied because the property was being renovated. Since NREIG has not been able to give me an option on what’s next when clearly my claim is valid. Also since have stop responding.

  

  Business Response

  Date: 11/11/2022

  Upon receiving this complaint, my team began investigating the frustrations of this client. We immediately talked to our Director of Client Experience, whose department acts as an intermediary for claim-related inquiries between our clients and the adjusters who are hired by our carriers that our agency represents. I was able to confirm that regular and prompt communication has been occurring between this client and our Client Experience Team throughout the claim process.
  
  Our insurance program, REInsurePro, does not have the authority to adjudicate claims. We are simply the program manager for this account. While we do provide a service through our Client Experience Team to assist clients of our program with concerns about their losses, we do not have the authority to require the insurance carriers to settle losses a certain way. With that said, I can assure you that we have been acting on behalf of this client to help get this loss settled in a fair and efficient manner. We have reached out to several people who work for the Third Party Administrator (who is adjusting the loss) and the insurance carrier on the loss to assist the client with their frustrations and concerns regarding this claim denial. We do believe a resolution will come soon. However, I do not have a resolution as of today.
  
  In summary, we have acknowledged this client’s frustration with the insurance carrier and are working to express our concerns to the carrier and the adjuster in hopes that this loss will be settled fairly and efficiently. We have also been communicating regularly with the client to provide an update on the matter. Unfortunately, however, answers do not always come as quickly as we would hope so sometimes our response may be that we still do not have an answer. This does not mean we are not working on helping find a resolution.

  Further inquiries can be directed to me via the contact info below.
  
  
  
  Sincerely,
  
  ****** *****
  EVP, Compliance | ************ * ****************

  Customer Answer

  Date: 11/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: although you can do not adjudicate claims you do sell the policy’s. So if you sell a policy that includes certain things and the insurer that you sub the policy out too doesn’t insure the policy you writing that’s an issue.It’s like you writing false policies.
  
  Regards,
  ******* ******

  

  Business Response

  Date: 11/18/2022

  NREIG has communicated with the carrier, TPA, and adjuster to confirm that some coverage will be afforded following this loss. Please note that not all of the items filed in the loss qualify for reimbursement/replacement under the policy you purchased. These details with be discussed with your adjuster, Mr. *****, very soon. I have email confirmation from Mr. ***** from 11/15/22 that he is re-reviewing the information and he should be reaching back out to you and our Client Experience department very soon in order to get this settled.

  We apologize this has taken so long to be resolved but do appreciate you allowing us the opportunity to work with the carrier to ensure things are handled appropriately.

  ****** *****
  EVP, Compliance

  Customer Answer

  Date: 11/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: if my policy that I purchase from NREIG says I should be covered for the total loss why is it fair for you to pick and choose what you want to cover if I’m in my due right . My policy states that I have $30,000 worth of theft and burglary coverage. How are you then now choosing what you want to cover if my incident doesn’t exceed my coverage?
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/06/2022

  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.

  This company wrote a property insurance policy for me for **** **** ***** ********* ** ***** with an effective date of 6-16-22. Without notification I was billed for the entire month of June, for a time period I did not own this property. When I inquired about the discrepancy, I was told this practice was "company policy" to charge customers in this manner. The billing was misrepresented to me, at no point was I informed I would be responsible to pay for weeks I did not own this property. I no longer want to do business with this company and want a refund of premiums paid to them in the amount of $110.59

  

  Business Response

  Date: 07/26/2022

  The insured property located at **** **** ***** ********** ** *****, was added to Ms. ***********’s account effective 6/16/2022.  Our insurance program is a monthly reporting form program, whereas we do not prorate, and the monthly expense is fully earned if coverage is provided within that related month.  In this instance, Ms. ***********’s property was insured at least one day in June 2022 and has been reported as an insured property for the month.  This is the same way previous locations were insured. This information was communicated when the insured requested a proposal for coverage, and when the insured accepted the terms of our Program Participation Agreement.  I’ve attached copies for reference.  I’ve highlighted the areas associated with Ms. ***********’s accepted Program Participation Agreement.  An acknowledgement and acceptance of the Program Participation Agreement is a requirement of beginning a new account and is signed electronically as a part of entering auto-payment information for the account. 

   

  We are open to making a concession to assist Ms. *********** with managing this misunderstanding.  We strongly feel this billing information was effectively communicated and managed similarly in prior practice considering the location at **** ***** *** *** *** ******* ** *****, which started on 6/3/2021 and has never been prorated; however, we are most interested in providing a path for the insured to feel this circumstance has been equitably reconciled.  Monthly statements from June 2021 and July 2021 were added for reference.  We will begin the refund process to the insured for the requested amount of $110.59 as soon as possible. The refund should be processed by the end of this week, 7/29/2022.

   

  Please reach out if any additional information is necessary in this review.

  Thank you,

  ****** ***** **** ********** ***** ************ ****************