ComplaintsforWestfield Insurance Company

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wind damage to home roof. Roof was damaged on 03/03/23. Westfield sent us a check for partial repair of the roof. We found more damage they didn't include. Our roofer has contacted them with no results. My roofer has papers from the insurance company

  Business response

  09/21/2023

  Westfield has taken the opportunity to fully review this matter.  Westfield has contacted the consumer regarding the reported additional damages their roofer indicated he found.  Westfield phoned the roofer on 9/18/23 and requested documentation to support the additional damages being claimed.  Westfield will review the information and decide if there is applicable coverage and if additional payments are to be made.  Once the additional information is received Westfield will review and promptly contact the consumer with our position.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/3/23 my home had storm damage. My insurance is with Westfield and I have replacement insurance. Westfield sent two adjusters and an engineer. The engineer stated that he inspected my garage attached to my home. There is no garage attached to my home. He stated that the s**lights were leaking in my building, but there are no s**lights in my building. My contractors disagree with the engineer report and the checks that Westfield has issued. My damages per quotes are around $22,000. My checks from Westfield are less than $9000. Westfield's ****** ***** and **** ****** have told me they do not have to replace my damaged roof even though I have replacement coverage. Westfield will not return my calls. I have 7 different names at Westfield and cannot get a return call. I have called customer service who will transfer me to a voicemail but no return call. My home is still not repaired. I have tried to resolve this issue, but I cannot get a professional on the phone to listen to me. **** ****** told me my roof had not been put on correctly. My roof has been on since 2001, long before I had Westfield insurance. If Westfield thought my roof was not put on correctly, they should NOT have taken my coverage and added replacement insurance. I filed a complaint with the ** Insurance Commissioner and Westfield has filed two incomplete reports. They gave the first adjusters lower $ figure and the pictures of the 2nd adjuster, but did not show the increase $ figure adjusted sheet. This is fraud. The amount of money paid to me does not cover my damages, even though I had coverage. Westfield refused to pay any repairs on my outbuilding, even though I had coverage. This is poor business and the non communication is very unprofessional. I am filing this complaint so other customers will know not to deal with Westfield. I have spent countless hours trying to work with them only to be ignored.

  Customer response

  08/23/2023

  On 8/23/23, I received a call from ****** ***** at Westfield.  ****** wanted to go over the line items from their payment to me.  I did not have the information with me, but we discussed the payment.  I explained to ****** that the checks sent to me from Westfield did not cover the estimate cost of more than $20,000.  I explained to ****** that the 2nd adjuster stated to me and ****** on the phone that my home had been "shifted" by the debris from the storm.  The engineer that was sent said my drywall damage was preexisting.  The drywall damaged happened the second that my porch post were knocked from under the porch.  The roof damaged happened during the wind storm.  I have several contractors that agree with this statement.  ******, at Westfield, wants to say that Westfield will pay me $1600 to repair my roof.  The roof repair alone is around $20,000.  I had replacement insurance and Westfield is in breach of contract by not covering not only my roof repairs, but covering the damages done to my home.  This is wrong and illegal.  I asked ****** how will I get my repairs done if Westfield doesn't cover the damages that I am covered under my policy.  ****** said it is common practice to have the damages repaired by the homeowner and go back and ask the insurance company to cover the additional cost.  I do not trust Wesfield, they are bad business and this is very unprofessional.  

  I tried to almost 5 months to work with Wesfield through voicemail, text and emails.  

  Business response

  09/01/2023

  American Select has received and reviewed the consumer’s complaint, we appreciate the opportunity to respond. American Select did receive a claim for damage to the consumer’s home on or about March 4, 2023. Since that time American Select has inspected the property on several occasions and issued payments to the consumer for damages which are not in dispute. American Select recognizes there are additional damages reported by the consumer which require further investigation to properly assess. American Select has reached out to the consumer multiple times on this matter and will continue to work with the consumer on the evaluation of the consumer’s loss.   

  Customer response

  09/06/2023

  This message is in response to Westfield(American Select's( response on 9/1/23.  Westfield issued two payments, however the damage to which they refer is in dispute.  I spoke with ****** ***** two weeks ago and he stated that Westfield was only going to pay $1600 dollars to repair my roof.  The roof repair quote is $20,000.  I have replacement insurance coverage, but Westfield is refusing to cover the damages.  They have sent two adjusters, who did not agree with each other and an engineer. ****** told me the posts which were removed from under the porch during the storm where not load bearing and that it was the 4x4 post inside the "decorative" post that offered support.  I told ****** there is no 4x4 post inside the "decorative" post.  However, he proceeded to argue with me.  I explained that the 4x4 post in the engineer pictures is one from my building, placed there after the storm to hold the porch up.  ****** told me that I could go ahead and have the repairs done and Westfield would reevaluate the coverage after the work is complete.  I explained to ****** that I cannot have the repairs done if I do not have the money to cover the repairs.  He said "Oh we do this all the time".  I told ****** that this situation puts me in the middle of whether the contractor will recieve his pay.  I cannot afford to have the repairs done with the insurance coverage. ****** said that I can hire another engineer to review the damage at my expense.  Again, I cannot afford to hire an engineer to do what Westfield should be paying for.  I paid a premium price for replacement insurance.  Westfield is in breach of contract.   I have left messages for ****** to return my calls.  I tell him when I am available, but he does not call in the time frame when I am available from work.   Westfield is not trying to work with me and they are presenting false statements to the Better Business Bureau by saying they are trying to work with me.  ****** has made if very clear that he will not issue coverage for the damages before repairs.  He has laughed on the phone as I was trying to explain my stance.   This process is stressful to say the least and is unnecessary.  

  Business response

  09/07/2023

  American Select has received and reviewed the consumer's complaint, and we appreciate the opportunity to respond. American Select will continue to make attempts to contact the consumer and work with them directly.

  Customer response

  09/08/2023

  I spoke with ****** at Westfield September 7, 2023, and have a phone call scheduled from Monday September 11, 2023. He wants to review again the line items on Westfields payment for my damages.  Unless the amount of payment increases to complete the repairs needed per the quotes.  This case will not be settled. The responses from Westfield to the BBB are misleading about trying to reach me.  I have tried repeatedly to work with Westfield since March 3, 2023.  It is only after I have reported them to the BBB that I am getting response.  

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6 2023 I purchased a 2018 Hyundai Tucson. I emailed my insurance agent (***** ******* with ********* insurance) to add it to my policy. She directed me to ****** ********** so I could email him my VIN number. I did so and was told it would be added to my policy. Then on July 21st 2023 I was driving the 2018 Hyundai and it died while driving. I pulled over to the side of the road and quickly saw flames from the hood. With in minutes the whole engine compartment was engulfed. I filed my claim and was then told that they never added my Hyundai to the policy because they had tried to email me about security software that needed to be installed. I never saw these emails. I would think that if they never heard back via email that they would call me as they had my phone number to do so. ******* ****** with ********* called back to advise that since they sent me 2 emails with no response that they would in fact not cover my vehicle. He did advise he confirmed I was not called but they still would not cover it. It is clear these companies do not care about their customers. Their concern is saving a buck.

  Business response

  08/08/2023

  American Select has received and reviewed the consumer complaint. Although American Select understands the consumer’s frustration, the agency did make multiple attempts to obtain necessary anti-theft information to afford coverage. Because this information was never received the vehicle was unable to be added to the policy.  As a result, the consumer’s claim was denied.  American Select has communicated its position with the consumer. If the consumer has additional information related to this matter, American Select will review and respond.

  Customer response

  08/08/2023

   I am rejecting this response because:
  
  The several attempts they are advising are 2 emails they have claimed to have sent me that I never received. By their own admission they did not try to call me. So to me that is not exhausting every option to contact me. Which, I would think they would do if it was something as important as adding a vehicle to my coverage. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 19, 2023 a worker of a company insured by Westfield hit my car on company farm equipment. I called and filled a claim and a claim agent called me and record my statement on June 28, 2023 and said she would call me back in 15 minutes. I have called and left messages several times since then and she still has not returned any of my calls. The accident was over 3 weeks ago, there is no reason why this shouldnt be resolved already.

  Business response

  07/17/2023

  Westfield Insurance Company has received and reviewed the consumer complaint.  After reviewing the consumers contentions, it was found Westfield had been awaiting a copy of the police report to finalize our investigation. The police report was received the same day as the complaint. Westfield has since contacted the consumer to apologize for any delays in communication while the matter was pending.Westfield has taken steps toward a prompt resolution and will continue to work with the consumer. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The journey was cancelled in 2022 by westfield representative in error. It has no claims agains t it. It does not run and has not moved since prior to the date it was canceled and it is not registered. I proposed to:Leave it that way and reinstate it as of today for full coverage storage only insurance. That is all I want on it as if cannot be driven. Its a two ton paper weight presently.The **** explorer was gone and has been gone since the date they cancelled the journey instead of the explorer that was supposed to have been cancelled. I have been paying for it and that money that was paid should have been applied to whatever I had on my policy.The geo is presently not registered or driven but can maintain the coverage I have had in place. The **** Taurus that was added this year should have full coverage as well. These are the things I have been trying to resolve with the company.I do not want to do anything that is illegal and IF the storage insurance was needed for the journey for that back timeframe to be legal is what I had relayed to the person I spoke with that was the only reason the premium would have needed backdated and only for the storage as it does not and has not run. My issue is I am being charged way too much with above said information having happened and the errors were due to a representative removing an incorrect vehicle on my policy. I understand I did not see the error and it was not caught until I tried to add a new vehicle, however when you speak with someone you are doing so in good faith they are performing their job correctly. I did not double check as I was going through enough with the aftermath of the accident I had been in that August. I am still recovering from it presently. This should not be an issue. It is simply doing the right thing by a customer that was wronged.

  Business response

  07/18/2023

  BBB-Books Consumer Complaint #********

  Good Afternoon

  I am replying to the above complaint number... 

  ************************* from our Personal Lines Service Center contacted *********************** on July 14th and discussed the changes which needed to be made to her policy to address her concerns noted in BBB complaint.  We have initiated the policy changes requested by ***** Books which will be processed within the next few business days. 
  
  *****************
  Personal Lines Region Leader
  
  One Park Circle | P.O. Box **** | Westfield Center, ** *****
  p ************ o ************************* m ************
  ************************************
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/8/2023 discovery of dishwasher drain hose cracked. Caused water to leak under laminate flooring damaging main flooring in kitchen. Insurance company took nearly one week to send a contractor not an adjuster to measure our flooring and take a sample of the damaged flooring. He took zero pictures. Water restoration company came to remove a small area of flooring and trim to dry the area underneath the floor. The insurance company declared that the flooring would be unable to be matched and that the main level would need to be replaced. We contacted multiple stores, including a discount flooring company, it appears the amount offered is not going to cover barely anything. Only one pickup truck load to dump 543 sq feet of laminate flooring was included. 543 sq footage would require more than one pickup load. Dump charges $100 per pick upload. More cost effective to rent a dumpster. Means we would need to do work ourselves. Westgate allowed only ****** in just the kitchen area not accounting for the living room and two hallways. On average a 20 yd dumpster is $400. No account for removal of the flooring in the hallways. Flooring companies charge $1 per sq foot for removal. Westgate allotted for only $247.54. It would cost us around $542 to have the flooring company do. We received multiples quotes including a discount retailer. We are only looking at equalivant flooring considering. Struggling to find something that has the same thickness. Yes, the trim can be removed to install but that then means repainting. If we go with the same thickness the cost is quite a bit greater. We also have white trim it will crack, and they didnt account for replacing anything/sanding or repainting. Flooring companies also charge for removal and replacement of trim not accounted for. No calculations for transition pieces to match the new flooring. The water restoration company removed some & disposed. The claims agent told us we can just put it back on.

  Business response

  06/15/2023

  
  American Select has received and reviewed the consumer complaint. American Select has been working with the consumer to evaluate the damages covered under their homeowners policy. Following receipt of the complaint additional information was received which has allowed for a resolution with the consumer.  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked car was hit by a client of Westfield Insurance. It was declared to be totaled. Westfield presented ** with an offer that we thought was too low for my car. We negotiated over a several week period before agreeing to Westfields revised offer. In that time we had a rental car. Without a settlement, we could not replace my vehicle. Westfield would only pay for car rental 7 days past first offer on my vehicle. We ended up having to pay a months car rental ourselves. We feel car rental should have continued 7 days after settlement of claim to allow time to receive payment and look for another car.

  Business response

  06/15/2023

  Westfield has taken the opportunity to fully review this matter and has reimbursed the consumer for all damages that are agreed and are legally entitled to recover.  Westfield has communicated its position with the consumer, if the consumer has additional information to support their position Westfield will review and respond.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Westfield Insurance provided homeowners insurance for my home. In early March of this year my home suffered substantial roof damage as a result of windstorms in the area. I filed a claim for the damage with my insurance which was then processed by Westfield Insurance. I immediately began to have issues with communication with Westfield. They refused to answer my phone calls and I have never received a single return phone call about my claim. Instead I would generalized and non-replicable emails moving the claim along. This left me with no chance at asking questions along the way. After the adjuster came to the home I again was unable to make comment or ask questions. Now, Westfield is attempting to close the claim for $2,000 when I have over $13,000 in damage and I cannot get into contact with them. I have since consulted with private adjusters who have confirmed that due to multiple layers of roofing shingles already existing on my roof I cannot settle for a lesser amount from Westfield without suffering severe financial loss. At this time I believe I have exhausted all reasonable attempts to communicate with Westfield and am seeking assistance if possible in opening a line of communication and settling the difference in damage settlement.

  Business response

  05/12/2023

  Westfield has reviewed the consumer's statements regarding the handling of his homeowners claim. Westfield made contact with the consumer, completed an inspection of the property and issued payment for the covered damages within a month of receiving the claim. Two weeks later the consumer called to advised he has additional damages for consideration. Westfield asked for the supporting documentation to be sent over and provided an estimated time period for review. Prior to the expiration of that period the consumer filed this complaint. Westfield has followed up with the consumer since to advise the review period is still pending and he would receive a response shortly. Westfield will continue to work with the consumer to promptly address his claim for damages.

  Customer response

  05/13/2023

   I am rejecting this response because:
  

  Westfield was made aware of the extent of damage to my home and I offered the original damage estimate from my roofer (later referred to as "additional damages for consideration" in their reply) during the first phone call I placed with them, but I was told it was not needed. My complaint is, and continues to be, that Westfield is attempting to force the settlement of the insurance claim without paying the full amount needed to make the repair by attempting to shortcut around what needs to be done. In my attempts to resolve, or attempt to resolve, whatever supporting documentation Westfield would need to move forward I am consistently met with disregard for my home or the quality of repair to it. Also, at this point the entirety of the claim has been handled by ***** *******. Mrs. ******* does not seem to care about actually working the issue with me and consistently rushes off the phone (when I am finally able to reach her), and in the most recent phone conversation with her has become aggressive and otherwise rude. 

  I am beginning to believe that Mrs. ******* is personally attempting to short my claim for some reason I cannot otherwise explain. 

• Initial Complaint

  04/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ************* , my insurance agent bought insurance policy for my building from Westfield insurance company. Business owners policy , *** ******* . Premium was $1842 for 12 months .This was paid in full on 10/31 22. ****, at **** ********* told me that around 11/22/22 that since the tenant left and the building is vacant, Westfield dropped the coverage with immediate effect.She told me their company will get new insurance through remarketing. S.he told me to call **** , *** *** ***** at remarketing for speedier service .He never returned my calls. I was nervous about not having building insurance. Finally, the building was sold on 1/27/22. I told Westfield and **** ********* to refund my insurance premium minus one month coverage. Westfield sent me a check fo $482.50! My correspondence with ****. Hello ****, I have records here that around 11/21/22, YOU told me that Westfield dropped my building coverage with immediate effect. That YOU will have re-marketing will get me a new insurance. To prevent delays that I should contact **** at *** *** ****. He never returned my several calls, that last was on 12/6/22. All along I was very nervous without insurance for my building. I was relieved when the building was finally sold. I can't understand why I should pay for insurance for 2 more months ,when the building was finally sold. ****** ********** I request Westfield company to refund a total of $1688.50 Westfield insurance company, *** **** ******* ******* ***** ********* ******* ** ********** ****** ******, * *** *** ****, **** ******** * *** *** ****,***************************** **** *********, **** at * *** *** ****, ***************************

  Business response

  05/02/2023

  To whom it may concern:
  
  Please accept this as Westfield's response to the complaint filed by ****** ********** on 4/23/2023 and received by Westfield on 4/23/2023.
  
  The complaint alleges Mr. ********** made a payment for the annual premium. Mr. ********** requested to cancel the policy effective 1/27/22 after he sold the business and requested that we refund $1688.50 after keeping one month of premium but says that Westfield only refunded $482.00
  
  Westfield appreciates the opportunity to respond to this complaint.
  
  The annual policy period was from 11/01/2022 – 11/01/2023 and the total premium amount was $1,842.00. We received a payment on 10/31/2022 for $921.00. This payment provided coverage from 11/1/2022 until 5/1/2023. We processed the cancel request on 04/13/2023 which was effective on 01/27/2023 at the customer’s request. Westfield received the signed cancellation request on 04/10/23. A refund of $482 was processed and mailed to the customer on 04/18/2023 for the premium we did not use. Please reference additional documents attached with response along with the billing summary.
  
  
  Westfield trusts this response satisfies this inquiry. However, please do not hesitate to contact me if additional information can be provided to assist you with the review.

  
  Sincerely,
  *** ******
  CCC Support Specialists  
  ************ *** *******
  

  
  

  Customer response

  05/03/2023

   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.

   I checked with my tenant(rented half the building). They did not pay their half, $ 921.50.

  ******* paid his half for the building, $ ******.

  Thanks. ****** **********

• Initial Complaint

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had this insurance company for many years paying full coverage on three vehicles. My sons vehicle which is one that is on my policy had an insurance claim made in September. The car went to the shop ***********************. They had the car for a month when I called to check on the progress I was informed that the car was never touched. They were waiting on parts at that time. We checked in a few times over the months they did not have the head like they were still waiting on. In the meantime, my son hit a deer and a second claim was made on the car. I called him to Westfield made the claim explain that there was already an open claim on the account they prompted me on how old to submit the second claim with an email they sent me with directions on how to photograph the car and submit the claim at this point Westfield insurance company sent out a third check to repair this car 2 from first claim and one from the second claim, ****************** **************** scheduled with me, February 6 to drop off the car, ensuring me that they had all of the parts for both claims and were able to get the car repaired. The car was in the collision center for one week when I emailed ***** and asked him what the status was on the vehicle because I did not want what happened last time of the car sitting for a month and nothing happening moments later I received a call from Westfield insurance ******* telling me that my car had been totaled out in September 2022. It is now February 2023 and I asked her how does something like this happen she said that it was missed on West fields part and they are very sorry but theres nothing they can do. The car cannot be fixed. I then spoke to multiple other people at this Westfield insurance company. They refuse to reimburse me for the months of full coverage insurance that I paid while the car had been totaled, and they neglected to tell us along with the car payment that shouldve never been being made on a car that was totaled , there is lots more to the story, but not enough room

  Business response

  03/09/2023

  Westfield has taken the opportunity to fully review this matter.  The customers claim was received and initial body shop estimates showed the vehicle as being repairable.  The customers vehicle was drivable and the body shop experienced difficulty obtaining parts.  The customers vehicle was later involved in a second incident with a deer.  When repairs for the claims began, it was found that there was additional hidden damage, which made repairs exceed the value of the vehicle and it would be deemed a total loss.  The total loss claim is now being worked to resolution. During this claim, the complainants vehicle was drivable or a rental vehicle was provided as per the coverage provided on the policy, so premium or loan payment reimbursement would not be applicable.

*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. ↩