ComplaintsforNew Jersey Manufacturers Insurance Company

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  hi i had a accident on september 6th 2023 i filled a claim with my insurance company, and they went down to **************** to evaloute the damage on my car, ever since then they keep giving diffrent excuses to me and to the shop, meanwhile my car has been worked on and done with, im really not sure what to do

  Business response

  11/13/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days.

  Customer response

  11/13/2023

  
  Complaint: 20854131
  
  I am rejecting this response because:

  tney are a bunch of liers they have my email 
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have insured my car, home and rental properties through NJM for over 17 years. Over the years the premiums have increased but I stayed loyal trusting them with my insurance needs. Recently when I filed my first claim for my primary residence due to a leak they only paid me for labor and no materials asking me to reuse items more than 10 years old. I went through their appeals process and same result. I thought they were a private company not chasing profits but I guess they are too busy filling their own pockets instead.

  Business response

  11/10/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days

  Customer response

  11/21/2023

  
  Complaint: 20850449
  
  I am rejecting this response because:
  
  They have not reached out to me and I have previously tried reaching out to them (***************************) on this claim and they have not responded.
  

  They are citing privacy concerns but I approve them to share the details as I need assistance with this claim. 

  
  Regards,
  
  *********************************

  Business response

  11/22/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days.

  Customer response

  11/22/2023

  
  Complaint: 20850449
  
  I am rejecting this response because:
  
  They are hiding behind privacy concerns. Like I said I am happy with them sharing the details with BBB so you can assist me with resolving this issue. There is nothing confidential related to this issue they cannot share in public. Its just an excuse!!
  
  Regards,
  
  *********************************

  Business response

  11/22/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days.

  Customer response

  11/22/2023

  
  Complaint: 20850449
  
  I am rejecting this response because:
  
  I have not heard from them and they are using privacy concerns as an excuse. They have not returned my calls either.
  
  Regards,
  
  *********************************

• Initial Complaint

  10/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I spoke to someone on 10/9/2023 about my auto policy I made ****** payment toward my bill and the lady told me it would stop the cancellation notice I guess she never put it in the system and it cancelled my policy on 10/11/2023 without notice untill I got my mail on sat and it was there very confused at this point and also without insurance because they didnt do there job and they closed by the time my mail came I now have to wait untill Monday to speak to someone I would like all calls pulled and my insurance policy back active without any lapse in coverage this is unacceptable.

  Business response

  10/16/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days.

  Customer response

  12/12/2023

  
  Complaint: 20736335
  
  I am rejecting this response because: I called about my renters policy they informed me that it was canceled, but they never stopped the cancellation notice as they were supposed to because I made a payment and it wouldve stopped the cancellation notice. I spoke to several people the last person that I spoke to her name was ********************* she yelled at me and told me that was not reinstating my policy until I paid more money. It shouldve never got canceled in the first place.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife died this year. She finally succumbed to a long battle with cancer. She was my partner for 30 years. She always handled the bills. When she died, I was devastated. Still am. We had been customers of NJM for ~20 years, always in good standing. When she passed, I paid all our monthly bills, but for some reason, didn't even think of paying auto insurance. It's not a monthly bill. Yes, they sent a notice, but most of the time, their correspondence is not material. It looked like all the other letters they had sent in the past. I didn't even open it. I had bigger issues to deal with like arranging a funeral and settling her estate not to mention mourning her loss. When I learned that our auto insurance had lapsed, I was surprised. I had no idea the penalty was so severe. I wish NJM had warned me. I wish they put some kind of warning on the outside of the mail to say 'open me!' I wish they had called or sent an email. Maybe they don't care. They know they will collect triple the amount from people who let their insurance lapse. They know that having 'lapsed' on an insurance record is like a ding on a credit rating. I knew none of this. They pray on the vulnerable. If they can lawfully get away with charging triple the amount (that's right, our family policy went from $2,200 to $5,900), they should be required by law to make satisfactory efforts to contact people who are at risk of being cancelled. One letter that looks like all the other non-material correspondence they send is not enough. I'm not talking about how heartless they are not to give me a break in this rare situation. I am talking about satisfying a duty they have to warn people before imposing such a severe penalty. They have way too much power. I am also writing my congressman.

  Business response

  07/31/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns,we are not able to provide specific details to be posted for public view.Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  What happened:1.The corner of ******* avenue and ********* street...there is a stop sign...*** insured driver had to stop!2.The intersection of ********* street and ************ ave...************ ave is the main road...a driver must slow down and yield when crossing across ************ avenue from ********* Street.3.************ avenue and ********* street...the *** driver sped and drove straight across ************ avenue...she did not yield nor did she slowed down...it happened very fast and my response was to try to move away from *** driver's way...4.I tried to turn to the right in attempt to avoid the *** driver but her fast driving speed did not allow that to happen...the impact was in the right front side of the *** driver's vehicle...she was driving fast from the side street (********* street) did not yield nor slow down...again ************ avenue is the main street in that area (no stop sign or traffic light in that section of ************ avenue that I was driving on (I was following the speed limit).I suffered damage to my vehicle which *** refuses to pay...The accident that I suffered was the *** driver's fault and *** refuse to pay for my vehicle's damage!

  Business response

  07/10/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days.

  Customer response

  07/13/2023

  
  Complaint: 20289668
  
  I am rejecting this response because: NJM is still insisting on the unreasonable conclusion that the outcome of what took place was within my control and therefore the responsibility falls at my feet...claiming I could have avoided it and are focusing on the so-called point of impact... all of this is part of the agenda for not paying for damages to my property! The evidence that I presented clearly contradicts their assumptions and assertions! I will take my evidence and present my claim to the court system, inform the media of their horrible practices and file a complaint with state regulators ********************************* Act!
  
  
  
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  01/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  NJM represents a client who hit my parked vehicle on 11/30/2022. The vehicle hit was a rare custom ordered vehicle which I took delivery on 9/3/2022. **** client ram from the scene of the accident at which point a police report was filed with *********** Police. I subsequently found their client and updated the police report and opened a claim with NJM on 12/23/2022. I have filled out all requested paper work and provided the police report as well as photos of the scene and physical evidence linking their clients vehicle to the scene - this is also how the police determined there was no doubt about the vehicle being involved. I received little to no communication after opening the claim until I was finally told NJM needs 30 days from 12/26 to locate their client. I subsequently told NJM where their client is located to assist with their investigation. The 26th has passed and I am unable to reach the claims representative, ***************************. The claim number is ***********. It is completely unacceptable for a business to continue to give someone the run around who has done absolutely nothing wrong. Again, my car was parked and their client ran. I located their client for them and proved to police it was the correctly identified vehicle and driver which took time away from my life. I then provided all the necessary information for NJM multiple times and honored their 30 day period to locate their client. When it became evident they couldnt locally their client I did it for them. At this point enough is enough. Their client and NJM have done everything wrong and I cannot allow this to go unnoticed any longer.

  Business response

  01/30/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions.  Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view.  Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days. 

  Customer response

  01/30/2023

  
  Complaint: 18943041
  
  I am rejecting this response because: They said to wait 10 days and this is what they do continually is add time to "wait" with no resolution.  This is the root of the complaint, wait for nothing to be done.  Businesses should not be permitted to operate in such a manner.
  
  
  
  Regards,
  
  ***************************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  A claim was filed through New Jersey Manufacturers due to a neighbor's water leak. The neighbor refused to provide insurance information. Our Townhouse was damaged and we paid our deductible and we will potentially have claim go against our insurance premiums. The first part of process was excellent. Now it's been almost 6 months and the Subrogation department is awful. They do not communicate with customer. I always need to contact for information. Contacted NJM Subrogation Supervisor, the Subrogation department person handling claim with no resolve. They reported, they are trying to work with ******** who is the neighbor's insurance provider. They stated they sent two emails and one voice mail to ******** and there was no response? I called NJM main office number to ask If I could talk to someone that might be able to push things along. They wanted me to continue dealing with the Subrogation department. Since Subrogation does not communicate well we felt it was necessary to ask BBB to assist. If additional details are needed we have all information of our claim documented. Thank You in advance for assistance.

  Business response

  01/23/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions.  Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view.  Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days. 

  Customer response

  02/03/2023

  
  Complaint: 18867449
  
  I am rejecting this response because: To date NJM has not responded to us directly only to BBB saying they will contact their client.  I know they have 10 business days to respond, and we are currently on business day 7 with no response.
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  NJM continues sending mail to the former owner of ** ***** **** *** ******** ** despite the attention to (***** * ****** not living at this address since 2018. I have left notes on received mail several times noting to return it to the sender and that this individual no longer lives here. She is the FORMER owner. Today (1/13/23) I received yet another piece of mail to her attention and would like this to stop. I could not find a place on their website to directly file a complaint/contact them without providing a policy number which I do not have because I am not an NJM customer. I would like someone to notify them we no longer want communication to ***** or ***** ***** sent to ** ***** **** *** ******** **. *****'s last known address from our 2018 closing documents shows she was living at **** ********* *** ********* ** ****** but this should not be my issue to sort out. I have repeatedly asked USPS to stop delivering her mail here as well and have not been able to get this resolved despite multiple attempts, so I would like this business to update its information and cease further mailings to ** ***** **** *** ******** ** ******

  Business response

  01/17/2023

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions.  Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view.  Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days. 

  Customer response

  01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did pay $215 for auto insurance but I did cancel it the same day 09/06/2022. NJM should send me a refund $215 but this insurance company did not send a check.So, I am waiting for my refund 1 month.Thanks,M ******** 10/10/22

  Business response

  10/14/2022

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions.  Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view.  Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days. 

  Customer response

  10/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/1/2022 I purchased auto and home owners insurance for one year hence terminating my insurance with NJM. NJM sent a letter for both auto and home that if my 2022 premium was not paid that the policy would be cancelled. On 2/22/2022 an installment statement was sent stating that I owed *****. I called the office to question that since a payment was not sent by 2/2/2022 that the policy was cancelled. My homeowners policy with NJM was expiring 3/1/2022. I was asked to send a copy of new policy verifying that I had started a new policy with AAA insurance, that was faxed and received by NJM. I was tol d that I would get the balance left on the account totaling ******. Now NJM wants me to fax my auto policy from AAA. I asked why did they need to see the new AAA auto policy to get my balance due from my homeowners policy. BTW, I did cancell both policies with NJM, so the should send my money, please assist with this?

  Business response

  08/10/2022

  Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions.  Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view.  Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days. 

  Customer response

  08/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

*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. ↩