ComplaintsforEncova Insurance

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a Storm August of 2023, much hail damage done to the property. This is the INSURANCE COMPANY that was supposed to handle the claim, they've started but never finished the CLAIM or replacement to my house and garage roofs on my property. I've called, and place to several individuals, **** ****** being the main contact. After MONTHS of calls and emails there is NOT reply and contact by this guy or the company. Something shady is obviously going on.

  

  Business response

  07/29/2024

  Unfortunately, the damage caused by this storm was not to the extent that was being claimed. An estimate for the storm related damage was written in October 2023 and sent to the insured.  In January we were contacted requesting a copy of the estimate. A copy of the estimate was sent to the insured.  In late June we were contacted regarding the scope of damage and have responded to the insured.  

  Customer response

  08/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* **********

• Initial Complaint

  05/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a 73 year old man on ssi benefits.i have had my wife pass in which my health spirled out of control. I am now on 24 hour oxygen and diagnosed with early onset dementia. Due to this I have forgotten to pay bills and have gotten a payee for my account and placing them all on auto pay.

  I have been with this company since before 1995. I clearly am not a valued customer and the company does not seem to care that I am elderly, and having health issues. I do not drive much but I do need the car to get down the street to my doctors. It's Ludacris that a company cannot value someone that has never had issues in the past, been with them forever, and it's crazy.

  I tried to contact smith riess agency but nobody would contact me back that's why it's so late now. I'm frustrated and I don't want to change company's. The screenshot below shows rhe payment veing made 2 days late but it did not post until 8th bc the weekend. This will not happen again being on autopsy but I need a company I have entrusted in, spent most of my life with and valued to do the sane for me and realize people do have health issues that effect their everyday lives.

  

  Business response

  05/22/2023

  To whom it may concern,

  Mr. ******* personal auto policy cancelled due to his nonpayment of premium on 5/4/2023.  Proper legal notice was sent to the insured per the attached.  We declined to reinstate this policy due to the prior payment history on this account.  We did offer to allow him to rewrite this policy with a lapse in coverage under the condition of putting the policy on EFT to prevent further payment issues. 

  Regards,

  Encova Personal Lines

  Customer response

  05/22/2023

  I was never given the option of reinstatement which was what I was asking for in the first place. Here is my proof. I had been asking for reinstatement and auto pay to avoid further issues. I would love this to be resolved go on auto pay and be done so I can focus on my health issues.
  
  Regards,
  
  ***** *****

  

  Business response

  05/23/2023

  Due to Mr. ******* payment history a reinstatement is not possible. 
  Mr. ******* account shows checks returned for Non-Sufficient Funds on 3/17/2022, 9/19/2022 and 5/17/2023.  In addition, Mr. ******* policy was reinstated for non-payment on 1/17/2023.
  Based on his tenure with our company, we did give the agent the option to re-write the policy, with a lapse in coverage, provided the insured had his account set up with automatic withdrawals and acknowledge that this would be the final time the policy would have a payment returned for Non-Sufficient Funds or lapse for non-payment.  

  Customer response

  05/23/2023

  I need to have proof in writing from the company that they are redoing my policy before I submit that it is resolved. Please have the company send an email with the information and paperwork for any auto payment options needed. 
  
  Regards,
  
  ***** *****

  

  Business response

  05/30/2023

  Our agent has reached out to the insured and provided him with a quote, see the attached.  We're just waiting for a reply from the insured.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was lied to by agent being told that no mail reaches any place in 5 days. ACCORDING TO MY POST OFFICE AND SEVERAL FAMILY MEMBERS WHO ARE POSTAL CARRIERS, even with 8nclimate weather, Columbus Ohio to Norfolk VA should take no more than 7 week days. And not 7 business days because the mail still moves on Sundays despite there being no deliveries on sundays. I was told by Encova that the check would arrive in 12 business days... Then when it didn't arrive I was told that I didn't include my apt number in the form, which I can prove I did, as I have a copy of and also kept the email I sent it in. Instead of someone taking the time to double check their work, they chose to flat out lie and then gaslight me. It is the responsibility of Encova to ensure that when people are greiving the loss of a loved one, they aren't then lied to and gaslit by employees who are too lazy to put in an extra minute or two to double check their own data entry. Now I have been told that I didn't do my part, which I absolutely can prove I did... And after several emails stating that the check was mailed, I was informed today that it will not be mailed until Friday (today is Wednesday 3/22 at noon). As my apartment number was not included. This is unacceptable. Since it was through no fault of my own, the check should have been immediately hand delivered to the local post office and mailed overnight with accompanying tracking number emailed to me by the end of business today.

  

  Business response

  03/29/2023

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

  We apologize for the delay and data entry error.
  

  The correction was completed, and the check sent overnight, with expected delivery today.
  

  The details and tracking number were e-mailed directly to **** ******* at the e-mail provided in the complaint.
  

  We strive to provide exceptional service and acknowledge we fell short of meeting our customers need in this situation.
  

  Should you have any additional questions please feel free to contact me directly.  My contact information is listed below.
  

  Sincerely,
  

   ******* ** ****** ***

  Encova Insurance

  Vice President, Life Operations

  ***********

  Office phone: ###-###-####

  Fax number: ###-###-####

   

   

   

   

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 16,2022 I got in a wreck with a person that has encova insurance. I've never been contacted by them. On October 19,2022 their collections dept called wilber and associates contacted me and told me I owe 1603.39. they said they were working on getting my license suspended and they can stop it if I paid least half. I didn't understand how this could be in collections as I've never heard from the insurance company. They never reached out for any money. So I called and the phone call wasn't pleasant because the manager ** or *** started that uninsured goes straight to wilber and associates. I don't believe them. They have to work with you prior to selling your debt to a debt collector. My friend paid 500 for me today. I called today October 20th 2022 to get the remaining balance from wilber and associates and they said I still owe 1600 dollars. The last days it was 2100 yesterday and it always has been. I requested to speak to a supervisor at wilber and associates where he told me that ** or *** called and said he wanted to add on an extra 500 after four months. I have proof how much the bill is and had been. I reached out asking them to email proof, pictures and everything I still have yet to review any. I want this resolved and the extra 500 taken off. I am filling fraud with the insurance commission as well.

  

  Business response

  10/25/2022

  Ms. ******* is an uninsured motorist who negligently ran into our policyholder’s vehicle causing $2,103.39 in damages.  She is not an Encova policyholder, but rather a third-party claimant.  Attached is the police report, repair estimate and photo of the damage.  These may be supplied to the Complainant if she has not yet received copies.  Ms. ******* has not disputed that she is liable or uninsured to Encova.  Encova has a national contract with Wilber & Associates to handle all of Encova’s uninsured motorists cases.  This debt was not sold to the collection agency as Ms. ******* advised. 
  
  Ms. ******* has talked with numerous individuals at both Encova and Wilber voicing her concerns about various matters that are not relevant to the debt.  At no time was Wilber instructed to “add on an extra 500 after four months.”  The $1,603.39 figure is what Encova paid; however, our policyholder has a $500 deductible bringing the total damages to $2,103.39.  It is hoped that Ms. ******* will fulfill the installment agreement so that her license does not get suspended. 
  
  Thank you,
  
  
  **** *****, AIC, CIFI
  Director of Shared Services
  ENCOVA INSURANCE
  *** ** ***** *** ********* ** ***** ********** ********************* ************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Their clients employee caused damage to my parked vehicle meaning no fault on my end, I took it to a reputable body shop for the fixes and they severely underestimated the repair cost. They are trying to replace parts with those from junkyards and claiming the mechanic is overcharging on labor, which using the most recent info I was able to find he is more than $20 below the average for labor. The shop it is at has already disassembled the vehicle for repair leaving me with a 4000 dollar difference for repairs to be finished at the current shop with warrantied work done properly, or still eat probably 1000 or more to have the vehicle moved to the shop they recommended who perform repairs the cheap and incorrect way, do sub par work on paint, and I have seen the same vehicles sitting in front of waiting for repairs for roughly 4 months. People shouldn't be the victim twice in a no fault of their own accident because a multi million dollar company who wants to cheap out.

  

  Business response

  10/20/2022

  Encova Insurance accepted liability for the damages to Mr. ******** vehicle. Mr. ****** agreed to send us photos of his 2010 Chevrolet Camaro so we could provide him an estimate for his damages. This estimate is written with the intent to cover all damages, however once the vehicle is inspected by the body shop, additional damages may be found. The estimate was provided to Mr. ****** on July 19th, along with a phone conversation explaining details of the estimate. A subsequent email was also sent to the customer to reiterate the phone conversation.
  
  Part of the details explained to Mr. ****** was the use of a new, certified aftermarket fender and a recycled left door mirror. This certified fender matches the fit and finish of the fender being replaced and is warranted for the lifetime the customer owns the vehicle. The exceeds the warranty for the original equipment manufacturer. The left mirror is being replaced with a recycled part, which Mr. ****** referred to as a junk part. It is an undamaged, previously used part that matches what was on his vehicle. Both of these parts are commonly and legally used to repair vehicles back to pre-accident condition. The cost difference in the parts Encova quoted is not a significant part of the difference between our estimate and the body shop involved.
  
  Encova Insurance completes estimates in accordance with state law. We make every attempt to reach a reasonable and fair repair agreement with the shop a customer chooses. As we deal with many body shops throughout Ohio (and several other states), we are very familiar with local body rates and usual & customary repair procedures. On rare occasions, we are unable to reach agreement with a body shop, generally when they charge significantly more than other shops in that local market. Unfortunately, that is situation for the repair to Mr. ******’s vehicle.
  
  Mr. ****** chose to take his vehicle to a restoration body shop named CSG Customs & Collision, which is his right. It is our understanding this shop typically does restoration work for classic vehicles, which often is done at a much higher cost. Upon receipt of their estimate for repairs, we immediately recognized major differences between the two estimates.  We attempted to negotiate the repair costs with CSG using body shop rates and customary procedures for the local market, but we were unsuccessful.
  
  Under Ohio Administrative Code 3901-1-54 H,1:
  (H) Standards for prompt, fair and equitable settlements of automobile insurance claims
  (1) When partial losses will be settled on the basis of a written estimate prepared by or for an insurer, the insurer shall supply the claimant a copy of the estimate upon which the proposed settlement is based. If the claimant subsequently claims that necessary repairs will exceed the written estimate, the insurer shall pay the difference between the written estimate and a higher estimate obtained by the claimant or promptly provide the claimant with the name of at least one repair shop that will make the repairs for the amount of the written estimate. If the insurer provides the name of only one repair shop, it shall ensure that the repairs are performed in a workmanlike manner. The insurer shall maintain documentation of all communications with the claimant pursuant to this paragraph.
  Quoting this specific administrative code is a rare occurrence for Encova, as we are nearly always able to reach an agreed price. We do not attempt to manipulate rates and procedures for a local market, as our practice is to go by what most shops would charge. Based on our completion of thousands of estimates in Ohio, we are confident a large majority of shops in and surrounding Gallipolis, OH, would find our estimate acceptable to place Mr. ******** vehicle back to pre-accident condition.
  To confirm the accuracy of our estimate, we contacted OBS Collision, which is a reputable shop in the same market that performs quality, workmanlike autobody repairs. We spoke with Glenn and confirmed that they would be willing to work from our estimate. To be clear, we do not have any special agreements with OBS Collision. They complete work for any customer under the rates and procedures we have quoted on our attached estimate.  We also strongly disagree with Mr. ******** assertion they are not a quality body shop.
  We promptly advised Mr. ****** of our stance that we will not be paying the difference between our estimate and the one presented by CSG Customs & Collision. We explained that OBS Collision is willing to perform the repairs to his vehicle based on our estimate. It is still his right to have his repairs completed by CSG Customs & Collision or any other shop, however he will likely incur some out-of-pocket expenses if he chooses CSG, as they have provided no indication they would negotiate to repairs costs in line with other shops in the area.   
  In our last conversation with Mr. ****** on September 27th, he was advised of the details outlined above. We also explained he has the option to proceed through his own insurance carrier and they would come back to Encova for reimbursement. At that time, Mr. ****** was still in possession of the vehicle, and it was not torn down by CSG. Based on the wording in his complaint, it appears he chose to proceed with CSG and let them begin repairs. While we would like to reach an amicable resolution, our stance has not changed. Just like any consumer, Encova does not owe whatever a repair shop decides to charge. We are open to discussion with CSG Customs & Collision, but we do not intend to pay the excessive labor rates and procedures they have quoted for this repair.
  
  Thank You,
  
  **** ********
  Director, Material Damage Claims
  ENCOVA INSURANCE
  *** ** ***** *** ********* ** ***** encova.com
  ****.********@encova.com
  **************** ** *** *******

  Customer response

  10/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]  Complaint: 18204570 I am rejecting this response because: Part of the details explained to Mr. ****** was the use of a new, certified aftermarket fender and a recycled left door mirror. This certified fender matches the fit and finish of the fender being replaced and is warranted for the lifetime the customer owns the vehicle. The exceeds the warranty for the original equipment manufacturer. The left mirror is being replaced with a recycled part, which Mr. ****** referred to as a junk part. It is an undamaged, previously used part that matches what was on his vehicle. Both of these parts are commonly and legally used to repair vehicles back to pre-accident condition.In this statement junk parts is applicable, just because you use the "nicer" term of recycled doesn't mean it didn't come off of either a car on its way to a junkyard or currently at one. so yes. Junk parts.Mr. ****** chose to take his vehicle to a restoration body shop named CSG Customs & Collision, which is his right. It is our understanding this shop typically does restoration work for classic vehicles, which often is done at a much higher cost. Upon receipt of their estimate for repairs, we immediately recognized major differences between the two estimates.  We attempted to negotiate the repair costs with CSG using body shop rates and customary procedures for the local market, but we were unsuccessful. Saying this shop "typically does restoration work for classic vehicles" is both news to the owner and is equal to saying McDonald's is an ice cream shop because an ice cream machine is present in the store. Yes you can get the ice cream, but its far from their most served item. Had any effort been made by Encova to verify this it would have been extremely apparent.To confirm the accuracy of our estimate, we contacted OBS Collision, which is a reputable shop in the same market that performs quality, workmanlike autobody repairs. We spoke with Glenn and confirmed that they would be willing to work from our estimate. To be clear, we do not have any special agreements with OBS Collision. They complete work for any customer under the rates and procedures we have quoted on our attached estimate.  We also strongly disagree with Mr. ******** assertion they are not a quality body shop.As I stated to your rep on the phone when I spoke to her this shop is not reputable and I am speaking from both personal and second hand experiences. A company who uses a dumpster that they in no way pay on to dispose of their trash and car parts is not acting like a reputable business nor when they respond to dissatisfied customers like in the following review*** ******Terrible prep work! Paints less than a year old and flaking off and where it’s flaking off you don’t see primer you see the old paint that use to be there! Absolutely pathetic!Response from the owner6 months agoINSTEAD OF RUNNING YOUR MOUTH ON GOOGLE TRY CALLING IN YOU WILL GET BETTER RESULTSAnd wouldn't you know it, the complaints about the terrible paintwork which was my main point of contention on why the business your rep PUSHED not recommended was not one id want to use.Speaking of, I've since learned that insurance companies typically send a list of either partnered or preferred shops to have repairs done. The only thing I received was the low balled estimate and a check to match. I guess I was expected to be a mind reader on what shop they wanted me to use.In our last conversation with Mr. ****** on September 27th, he was advised of the details outlined above. We also explained he has the option to proceed through his own insurance carrier and they would come back to Encova for reimbursement. At that time, Mr. ****** was still in possession of the vehicle, and it was not torn down by CSG.That's just an outright lie. They took advantage of my lack of insurance knowledge to later give excuses and hide behind legal technicalities. I'm not the one to decide just how legally right they are, but its clear as day they aren't right morally. Regards, ****** ******

  

  Business response

  10/25/2022

  The use of recycled parts is very common in the auto repair industry. These parts repair the vehicle back to pre-accident condition with quality, environmentally friendly parts . Yes, these parts are less expensive than a new part, however Mr. ******** vehicle is nearly 14 years old and the parts on his vehicle are used. I would be very surprised if Mr. ******** chosen body shop does not use recycled parts. As a practice, Encova Insurance will continue to utilize recycled parts.
  
  With respect to the types of vehicles that CSG commonly repairs, maybe they are not primarily a “custom” or “classic” repair shop. This information is inconsequential to the outcome of this situation because we owe the market rate to repair a vehicle. At this time, CSG is charging more than $4,000 higher than what other shops in the area would charge for this repair. We spoke with Alex from CSG on September 23rd and attempted to negotiate the cost of the repair and Alex was unwilling to reduce their fees. From the name, the website, and the shop not willing to negotiate, we thought perhaps the reason they were so expensive is they mostly did custom work.
  
  Mr. ****** has a right to his opinion on the quality of the repair shops available to him. Undoubtedly, there are customers who will not be happy with a particular repair and will complain. I find that it is common with nearly (if not all ) every shop in the auto repair business that customers are at times unsatisfied with the repairs. OBS Collision has been in business for over 30 years. They are a preferred shop for State Farm, Nationwide, Allstate, and several others. If they did poor work, they would not be a preferred shop for these companies or be in business this long. Nevertheless, based on Mr. ******** response, we made the decision to contact another shop at random in Gallipolis to see if our estimate was acceptable. With a few minimal changes (tax rate and a small labor rate change) amounting to an extra $109, Kaylee from Larry’s Body Shop in Gallipolis also stated they would work from our estimate. We are willing to pay that amount. I’m highly confident we could find other shops in the area that would work from our estimate without hesitation.
  
  We choose not to have a preferred shop program for multiple reasons, one of which being we do not want our customers to feel forced to go to a particular shop. We have great success working with a high majority of shops in Ohio, the entire Midwest and beyond. We are not hiding behind legal technicalities, lying, or trying to take advantage of Mr. ******. I find it unfortunate that Mr. ****** feels we are lying about anything as it’s our desire to thoroughly inform all customers of their options. In this situation, we’ve explained to Mr. ****** via a phone conversation of the issues that we are unable to resolve with his current shop of choice. We don’t want Mr. ****** to incur any additional expenses because the shop he chose is so much higher (nearly double) than what other shops in the area are charging for the same work.
  
  I would be very pleased to reach an amicable settlement of this claim and always prefer to not have this type of situation. However, Encova Insurance does not owe for whatever a particular body shop wants to charge. We owe and are willing to pay a reasonable, market price for the repair to Mr. ******** vehicle. As I’ve outlined above, we’ve taken multiple steps to verify our stance. I’m available to have additional conversation with Mr. ****** if he would like to further discuss his claim.
  
  Respectfully,
  
  **** ********
  Director, Material Damage Claims
  ENCOVA INSURANCE
  *** ** ***** *** ********* ** *****
  encova.com
  ****.********@encova.com
  ************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notice of unpaid insurance premium from Encova Insurance in the mail. After investigating with my bank, (who pays the premium through my escrow account for the last 19 years), I discovered the check was issued to Encova on 7/29/22 and cashed by them but not processed to pay my account balance. This action by Encova needs to be corrected so other don't go through the same disruptive experience I had to in order to try to correct Encova's error. I have called them and the error has not been resolved at this time. I tried to enter a customer complaint with them and the agent could only forward me the his manager's voice mail. Unknown if my message with be acted on by them so I would like this complaint issued through BBB.

  

  Business response

  09/14/2022

  Thank you for the opportunity to respond to the complaint filed by Mr. ******* ****. Mr. **** initially contacted us with his concerns on Sept. 1, 2022. After a brief investigation, we determined Encova received one check from Mr. ****’s bank, which indicated it was to pay the premium on two different policies. Encova’s team inadvertently applied the check to one policy but not to Mr. ****’s policy. As a result, Mr. **** received an incorrect nonpayment notice. In response to his initial complaint, Encova immediately corrected the issue and the funds were appropriately applied to Mr. ****’s policy on Sept. 2, 2022. At no time did Mr. **** go without coverage due to the initial misapplication of funds. We appreciate Mr. **** bringing this issue to our attention, apologize for the inconvenience, and have improved payment process training to avoid similar occurrences in the future.

  Customer response

  09/14/2022

  I accept the business's response to resolve this complaint.
  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. ↩