Complaints

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

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  Narragansett Bay Insurance Company

  1301 Atwood Ave Ste 316E Suite 316E Providence, RI 02919-4947

• 

  Narragansett Bay Insurance Company

  PO Box 9950 Providence, RI 02940-4150

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance company decided to non-renew a homeowners polity because they no longer work with the agent. I received no email, phone call or paper copy of non-renewal. The non-renewal was posted on their website, to which I just saw it. I called them to make a payment for the remainer of the annual policy on December 12th, 4 days after non renewal statement was posted (apparently). The agent said we were good to go and we talked about the next payment. She should have know the policy was going to be non-renewed. The call was recorded but they won't allow me to have recording or transcript. It's a $300,000 policy for a house that is now not insured without my knowing. I would like a refund of $281.42 and will be looking into legal action for non notice of policy in **.

  Business Response

  Date: 02/26/2025

  We apologize that our insured found it necessary to contact your organization for assistance. We have reviewed Mr. ******* policy and NBICs contract with *****************. NBIC terminated our contract with *****************, on June 29, 2023.
  
  Please note that in addition to being available online,the Non-renewal Notice was mailed to the insured on December 9, 2024. The non-renewal notice was effective February 1, 2025, and showed a non-renewal reason of: Other - Agent no longer represents the Company. A premium invoice was mailed to the insured for the balance of $281.42 for the February 1, 2024, term. Payment was made on December 30, 2024, for $281.42.
  
  Mr. ****** had attached the premium invoice and Non-Renewal Notice to his complaint. We provided the insured with proper notification in accordance with all regulatory requirements. Accordingly, the non-renewal remains in effect.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Notice was never received by mail. Certified mail, ****** *** recommend so there is proof of receipt.  This cost is not significant. **** looses a lot of mail. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/04/2025

  In addition to being made available online, the Notice of Cancellation was mailed to Mr.******* Colorado address, via the ****************************. Our Certificate of Mailing form is attached. This serves as proof the **** received the envelope we mailed the notice in. Perhaps the postmaster may be of assistance.
  
  The non-renewal occurred because the agent no longer represents NBIC. Therefore, coverage must be secured with another insurance carrier. We valued Mr. ******* relationship with us and thank him for his business.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim, claim number N97769 in September of 2022. I received a partial payment for my claim covering the interior damages. However I have not been re-imbursed for the roof replacement portion of the damages. The worst part is I have called the insurance company 20+ times however, the adjuster ***** ***** does not return my phone calls. I last sent multiple emails to ***** requesting a call back. At one point I was told they needed a work completion certificate from the contractor. I obtained a certificate and I have sent it to the insurance company on multiple occasions. The other representatives I have spoken with have asked me to re-submit the contractors estimate, work completion certificate and images. I have followed their instructions and submitted this information multiple times. I have been stuck for over a year as the adjuster wont return my calls. Each time I call Im told she is the one handling the claim and she is the only one that can discuss the claim. I would like a returned phone call and payment issued for the roof replacement portion of the estimate ASAP.

  Business Response

  Date: 01/13/2025

  We are sorry our policyholder found it necessary to contact your organization. Narragansett Bay Insurance Company (NBIC) consistently strives to provide its policyholders with superior insurance products and claims service in their time of need. This claim is over two years old. When the policyholder notified us of the damage, NBIC promptly inspected the damage and subsequently settled the claim. When the policyholder contacted us for supplemental damage, we reinspected the property, which resulted in a supplemental payment.
  
  Homeowners insurance responds to unforeseen, sudden and accidental damage. The water damage ensuing from the deterioration and improper workmanship was sudden and accidental, and NBIC is confident we compensated for that damage, thereby restoring our policyholder to pre-loss condition within the spirit and legal contractual liability we owe as an insurance company. However,we are unable to cover other damages claimed to rebuild/repair parts of the home suffering from long-term deterioration or improper workmanship. Such damage is either the responsibility of the builder or the homeowner as a typical maintenance function.
  
  Our records demonstrate that we have received and returned countless phone calls and emails from the policyholder over the past two years regarding this matter. We have repeatedly requested further documentation/cooperation from the policyholder before we could effectively respond. Our independent review of the claim file history indicates we have been responsible in our communications. NBIC will not be able to satisfy the policyholders claim for damage which is not covered by the insurance policy. A detailed letter of explanation has been sent to the policyholder regarding the damages claimed for which we are unable to assist.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

  Yes, it is unfortunate that I  had to contact the Better Business Bureau however, I was left with no other option. I have not received superior insurance products rather, inferior products. I have been neglected as a customer perusing the use of the ********************** coverage which I have paid for. 

  NBIC did not promptly inspect the damage and I had begun repairs before receiving their appraisal. By the time the appraisal was received we had already replaced the roof damage. As our roof was continuously leaking each time it rained. We did not to want to continue to sustain damage on the inside of the house. I have attached a few emails demonstrating their poor communication and response time. NBIC then proceeded only to pay for the damage to the interior of the house. According to the contractor the damage to the roof was a result of unforeseen damage from roof shingles which were dislodged during a heavy wind storm. Our roof only began leaking after a rain storm which had high winds. 

  The previous roof was in good condition prior to the storm damage. The roof was inspected roughly ************************************************************************************* good condition. 

  Each time NBIC requested documents I promptly supplied them with the documents. 

  Business Response

  Date: 01/21/2025

  Narragansett Bay Insurance Company (NBIC)takes great pride in providing insurance products and claim service to our policyholders, thereby indemnifying them against the hazards of property damage and liability claims. It is important to both parties that every effort be made to find coverage and offer the benefits of an insurance policy whenever possible. That said, it is equally important to understand that everything claimed by a claimant is not always covered by an insurance policy. NBIC takes care to ensure it has investigated the facts and evidence, and then properly explains to the policyholder why and under which circumstances we cannot provide coverage for loss.
  
  We responded to our policyholder in writing on or about the same day we responded to the BBB. We sent a detailed explanation of policy benefits and policy exclusions prohibiting certain benefits, as well as our coverage position. Briefly, the policyholders roof was deemed to have leaked due to improper workmanship, which is not insurable - just as a poorly manufactured and performing car motor would not be the subject for automobile accident insurance. The other areas of dispute are rooms not affected by the subject storm on the given date of loss. NBIC does understand the policyholders frustration and acknowledges the damages we cannot assist with are expensive. Nonetheless, NBIC remains confident that we have paid all covered damages provided for by the policy, based on our complete investigation.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

   

  I am frustrated as NBIC is claiming the damage to the roof was due to poor wordsmanship and installation. The roof was inspected by a licensed home inspector two years prior to the claim. The inspection stated the roof was in good condition and appeared to be mid-life. A roof in good condition and a mid-life state would not leak unless there was damage from a storm. 

   

  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/18/2024

  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 received mail from the insurance company with a propose increase to my home owners insurance premium, I immediately start shopping for a different insurance company. I was able to obtain same insurance with All State Insurance for half the cost of what Narragansett Bay was quoting for our 7/1/24 thru 6/30/25 insurance year. We canceled our pending upcoming renewal with Narragansett Bay on June 6/22/24 to which they acknowledge cancelled and have canceled the policy and return a refund for that current period 7/1/2023 thru 6/30/24 for $66.92 which we did received. We have yet to receive the refund for the per period 7/1/24 thru 6/30/25 that we did not renew with Narragansett because we did secure new insurance with All State to cover 7/1/24 to 6/30/25. I have been call Narragansett every other weeks for several now given we are now in ********** and this policy was canceled back in June24. I would like to receive our fund refund for premium we did not renew but our mortgage company went ahead and paid this policy ahead of schedule due date totaling the amount of $6,375.00.

  Business Response

  Date: 11/20/2024

  We apologize for the circumstances which caused our insureds to reach out to the BBB for assistance. NBIC strives to process transactions as efficiently as possible, and we regret we fell short. As discussed with one of our customer service representatives, the check was reissued and overnighted to the alternate address we were given, as promised. Delivery status shows the check was delivered, 11/19/24. Our customer service supervisor spoke with **** *****, who confirmed the check was received. Please let us know if we can be of further assistance.

• Initial Complaint

  Date:09/05/2024

  Type:Order 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.

  My mortgage was sold to ********* ********************** I have home insurance for 11 year with Narragansett bay insurance company never missed a payment . ********* sent out email and call the insurance ********************** but they never got back them so that cause non payment on 7/29/24 so the insurance ********************** Narragansett bay insurance cancel my home owner insurance ********* sent a check on 8/20/24 which Narragansett bay insurance cashed the check and still dont want to reinstate me Ive called with my insurance agent and mortgage ********************** and explain to them that Narragansett bay insurance DID NOT follow up to ********* and still the underwriter wont reinstate me this is unfair because no I cant get coverage never been late no claims nothing and the time we living now with this recession ********************** like this shouldnt be around this was out of my hand and they still wont forgive this lapse !!

  Business Response

  Date: 09/11/2024

  We apologize Mr. ******** found it necessary to contact your organization. Upon further review of the **********' account, prior loss details, and payment history, NBIC has made the decision to reinstate the policy. The policy was reinstated on September 09, 2024, and is active without a lapse in coverage, for the policy term July 19, 2024 - July 19, 2025. The reinstatement notice was mailed to our insureds on September 10,2024. 

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late March 2024 my home incurred storm damage from a tree falling on the roof and other outsides areas. In early April **************** ******************************* reported to my home to perform an inspection on the damages. I asked **************** ******************************* if he needed to go into the attic area for the inspection. **************** ******************************* stated that he did not need to go into the attic area and if a water leak occurred afterwards to contact him and they would reopen the claim. In early July I had contractors replace my kitchen light and when they went into the attic they discovered 2 active roof puncture holes that I was never made aware of, wet insulation, wet drywall and mold in those areas. I proceeded to contact Narragansett Bay to reopen the claim and I have been waiting over 2 weeks for a response. The customer service agents stated that they escalated the call to the adjustor and his supervisor several times.

  Business Response

  Date: 08/21/2024

  We apologize our insured found it necessary to contact your organization regarding his claim which was still in progress. We appreciate everyone's patience while we assembled the necessary records to respond. ************** also submitted a complaint to the New Jersey Department of Banking and Insurance. I have attached a copy of the response we submitted to that agency. We trust this satisfactorily concludes this matter.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved to ***** from **********, ************. We had home insurance with Narragansett Bay. I notified the company we moved. Someone at Narragansett Insurance mistyped the state into the system, almost like the had a drop down and they input tenessee instead of texas. Because everything else on our new address was correct even the zip code. They issued a refund check for home insurance to the wrong address which was their fault because I gave then the correct one. Now I've been calling for 3 weeks trying to get them to stop the check and reissue to the correct address. No one seems to have the same information on day of issue, policy of waiting, or procedures. I escalated to **** in management and she said 7/19 was the day to wait before stop check and reissue would be completed and to call back late the next week. This was on 7/19/24. Well now it's 8/1 and again no one seems to know anything. There's no direct line to finance or managers and each time I call I have to retell the story and then wait 24 hours to be called back. There's probably 5 or 6 recorded times of me calling and now it's my second time escalating to a manager. All I want is for them to stop the check that they sent incorrectly (not my fault) to a place that doesn't exist and resend it to our correct address as we are owed.

  Business Response

  Date: 08/02/2024

  We apologize ************************* found it necessary to contact your organization. A stop payment was placed on the original refund check today. We have updated the insureds address in our system. The new check will be generated by Wednesday, August 7, 2024. The check will be mailed to the insured via overnight mail. Please let us know if the check is not received by Thursday, August 8, 2024.

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  It is 8/8/24 my mail has been delivered and there is still no check. I do not have the check. It does not seem to have been overnighted as the company said they would. It has been over 30 days and I still do not have the check. This has not been resolved.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 08/14/2024

  Records show the check in question was *****'d overnight to *** and *************************************, on August 7, 2024, as promised. The ***** tracking number is 719188004806. Per the ***** web site, the package was delivered Thursday, August 8, 2024, at 4:58 PM. The check was negotiated and marked "for deposit at BOA." I have attached the detailed tracking, proof of delivery, and a copy of the negotiated check. We apologize again for the inconvenience our initial oversight caused, and trust this satisfactorily concludes this matter.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice of non-renewal on my year round home located in *******, ************* stating the reason:For overall risk management purposes, the company is reducing the total number of homes insured.I am inland and not located on the water. Our family enjoys the home all year round. Our family has never filed a claim with Narragansett or any other insurance companies since purchase in 1990s.

  Business Response

  Date: 03/11/2024

  Complainant:               **********************;           
  Policy Number:           MAH0044165
  
  To Whom It May Concern,

  Narragansett Bay Insurance Company (NBIC) acknowledges receipt of ****************** complaint. We thank her for being our customer and apologize it was necessary for her to reach out to your agency.
  
  ***************** homeowners policy was issued effective April 1, 2022. The home inspection for her secondary residence, located at ***************************************************************, was completed March 31, 2022. The policy last renewed for the April 1,2023 April 1, 2024, policy term.
  
  The policy is set to non-renew, effective April 1, 2024, for the following reason:Other For overall risk management purposes, the company is reducing the total number of homes insured. NBIC continually assesses its book of business to ensure that our exposure conforms with our goal of long-term marketplace stability. ****************** policy was non-renewed as part of that review. While we are pleased to confirm ****************** policy is loss-free, numerous other factors are considered, including NBICs concentration of risk in each area, our exposure and probable maximum loss, as well as the availability of reinsurance. 
  
  As suggested, **************** should consult with another company or her agent/broker,************************************, at ************, for assistance in obtaining replacement insurance.
  
  If you require further assistance, please contact me.
  
  ******************************** & Regulatory Compliance Department

  Customer Answer

  Date: 03/20/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been insured by Narragansett Bay since I purchased my home on February 1, 2021. During that time I made one claim on November 15, 2021 due to a small amount of water damage from a pipe leaking from my second floor bathroom into my first floor. I had a $1000 deductible and the insurance company paid the rest which was a little over $1000. We have never missed a payment and we have not made any other claims in the last two years. Today I received a notification that they are not renewing , our insurance due to unacceptable loss history. This makes absolutely no sense as we made one claim for a fairly small amount of damage and we paid out-of-pocket over $10,000 to redo the entire upstairs bathroom to ensure that no other pipes would leak we did not make a claim on any of that, and paid for all of it ourselves , this insurance company simply does not want to ensure us because of one claim for water damage. I believe this company is cancelling us purely because we live close to the water and had water damage. This is unacceptable business practice especially for company that has had two years with a client like me who has paid every month on time and only filed one claim in the past two years

  Business Response

  Date: 12/20/2023

  NBIC apologizes that our insured found it necessary to contact you. Upon further review of Ms. ****** account, prior loss details, and payment history, NBIC has made the decision to rescind the non-renewal of her policy effective February 1, ****. The renewal will be processed on December 26th and the renewal notice will be mailed to ************** on December 27th.

  If you require further assistance, please reach out to me.

  Customer Answer

  Date: 12/21/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/25/2023

  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 have supplied all the proof and receipts to this company showing it was paid in full. everything they asked me to verify i submitted to them. i asked was this bill covered under my insurance she said yes. so whats the problem reimbursing me my money. ******************************* and her supervisors ******************* are horrible people refusing to answer any of my calls. american people are already suffering and now i gotta take this company to court it looks like just to get to get my money back to pay the credit card ppl their money back and no one wants to help. what a world we live in

  Business Response

  Date: 07/31/2023

  NBIC apologizes for the fact our insured found it necessary to contact you again. ********************** reported lightning damage to the well pump. Services rendered by Housatonic Valley ********* Services are currently under review. Our customer has sent in documentation that payment was made. To determine what items need replacement, we have assigned an engineer to investigate. We had requested the same from Housatonic Valley ********* Services, and they have not yet responded to us. We had also assigned an electrician to review, and this electrician neglected to follow through with the assignment. Once we receive the engineers report, we will be able to proceed with the claim. Our insured has been contacted and updated about the ongoing investigation of the claim.

• Initial Complaint

  Date:07/12/2023

  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.

  Back in May 2023 I contacted Narragansett Bay to communicate with them a banking issue I was having. I had a freeze put on my account for fraud reasons and no transactions could be made in or out of said bank account. Being that my invoice each month is automated I wanted them to be aware that it needed to be extended 2 weeks while investigation from bank was being done. The representative I spoke to told me no problem, and recommended Id be put on a payment arrangement to avoid any payment backlog. I agreed and told him by June 7 Id make the payment of $156.38. June 7th came and payment was made through another account, again called and told them Im still dealing with situation with bank. Were now in July and investigation is still under way but I have limited access to said account. I made the July payment June 26th and then called and spoke to a representative asking if payment was received and asked a thousand times over if my policy is in good standing for no risk of cancellation.. was assured everything was fine. I get a notice from Narragansett Bay July 8th that my homeowners policy was canceled on June 29th. I call up Monday July 10th, spoke to supervisor that because my payment was not of the premium balance owed that they cancelled it, on top of that, a Senior Underwriter denied reactivating of policy. So not only did they cancel my policy but they wont reactivate it, only option is inquire for a new quote which is giving me a new premium of over 5k, I cant afford that. I demanded to speak to a manager who was supposed to call me back yesterday(Tuesday) no call, called them today to inquire about the call back, and they told me a manager will be calling me back today. No call no communication at all. So now when I go to shop for quotes, because of lapse of coverage my premiums are going to be through the roof because of this company who wouldnt help in any way shape or form. So disgusted in the unprofessionalism this company shows.

  Business Response

  Date: 07/20/2023

  NBIC acknowledges the insured's complaint. Our underwriting department carefully reviewed **************************** complaint and provided the following response:
  
  ************************ has experienced issues with her drafted payments being returned for insufficient funds since 2022. ************************ received legal notices of non-payment on three separate occasions and paid all three online with a credit card to keep the policy active. In May, she called and asked NBIC to assist with her installment amounts. We accommodated her request, however, future installments were not paid, which caused the policy to cancel. Two weeks after the policy cancelled for non-payment, ************************ called for reinstatement, which we declined due to her payment history. A supervisor callback was requested and a voicemail was left for the insured to contact us to discuss the banking issues she is experiencing affecting the payments on her account.

  Customer Answer

  Date: 07/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  NBIC is incorrect in regards to details of payments made. I made the payments, I even contacted the company and told them and they assured me that my policy wasnt at any risk of cancelling. They also sent me a bill for $51, they will not see a single ***** from me. They owe me what Ive paid so far, and I will not back down. 

  Regards,

  *****

   

   

  Business Response

  Date: 07/25/2023

  NBIC acknowledges **************************** rebuttal and provides the following response. NBIC provided coverage for ************************ for the 12/5/2022 to 6/29/2023 policy term. The premium and fees for this coverage period were paid, with an outstanding balance of $51.12. ************************ can also refer to NBICs response to the ** DFS which provides the specific details of our invoicing and the payments received.

   

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I will not be paying a ***** to NBIC, they owe me my premium paid. 
  Regards,

  *****