ComplaintsforNarragansett Bay Insurance Company

• Initial Complaint

  09/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,

  *****

   

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with the insurance company because my property was vandalized in end of february 2023. I have not received compensation correctly for the damages incurred. . I have written several emails to the adjuster and the insurance company but have not received any reply.The adjuster (******** adjustment company) is total fraud, they mis-report on inspection report and use that to avoid paying a claim appropiately. I have had this isurance company for over 5 years now and have paid hefty premium of $3700 every year however this is the second time that they are using their ***** tactics to wash their hands of paying my claim correctly. I ignored them first time around, but after paying insurance company 30K in last 5 years and spending additional 30K out of my pocket to repair damages is unjustified and unfair . No one replies to emails back from adjustement comapny , neither does anyone from insurance company or adjustment company picks up calls. it is like paying premium to a black hole where no one can be reached out at the time of paying out the claim.

  Business response

  07/11/2023

  Good morning,

  We are unable to locate any records for this policyholder using the information provided in the complaint. Please provide the Narragansett ********** policy number, claim number, insured name, and location where the loss occurred.

  Upon receipt of this information, we will be glad to be of assistance.

  Thank you.

  Regards,

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

  Customer response

  07/11/2023

  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. 

  [the claim number is  **** N120724 - N120728 And property address is *********************************************************** ]
  
  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

  07/13/2023

  Complainant:*********************
  NBIC Policy #: RID0001252
  Insured: *************************
  
  Thank you for providing the claim numbers, as requested. In reviewing Policy RID0001252,we note this complainant is not an insured on this policy.
  NBICs summary of each claim is shown below:
  
  Claim ID: *******
  Date of Loss: 2/4/2023
  Loss Location: *******************************************************************
  Cause of Loss: Water Damage
  
  On February 27, 2023,our insured, ***********************, reported a claim for water damage which allegedly occurred because of a plumbing rupture at his property on February 4, 2023. The loss was inspected on March 20, 2023 and the inspection revealed no water damage related to the date of loss. The inspection did reveal that there was fire damage prior to the inception date of this policy and the water damage observed was most likely from the fire department extinguishing the fire damaged components.Since our insureds property did not suffer water damage while insured with NBIC, no payment was issued to him.   
  
  Claim ID: *******
  Date of Loss: 2/26/2023
  Loss Location: *******************************************************************
  Cause of Loss: Vandalism
  

  On February 27, 2023,our insured reported a vandalism claim which occurred at his property on February 26, 2023. The loss was inspected on March 21, 2023 and the inspection revealed damage to the dwelling related to the date of loss. NBIC issued a check directly to our insured for damages incurred. Once NBIC received the documents that all repairs were made, another check was issued for the recoverable depreciation owed.
  
  We trust we have satisfactorily addressed the question surrounding these claims.
  
  Regards,
  
  *******************

  Customer response

  07/13/2023

  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. 

  [the claim is not compensated appropriately for all the damages. For example fiberglass bathtub is compensated at $938 whereas the material alone to replace the bathtub and walls is $2000 plus labor, also the framing work associated with its demolition of the shower area and to reframe was not even considered in the adjustment sheet , each line item of damage is not correctly reimbursed with fair amount .]
  
  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,

  *****

   

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been 4 months since the i put in a claim for my well system that lightening striked and sapped out my well pump which is covered under my insurance policy. I had to have an emergency well guy come out to fix it thank God for him he came out right away it. I could not bath, flush the toilets cook I was hysterical I never experienced nothing like this in my life. I have small children in the house you can image. Anyways again it's been 4 months they keep giving me the silent treatment I submitted all the proof they needed. Every time I call the claims agent is rude hung up on me ******************************* is her name refuse to answer questions. I asked to speak to a supervisor and she was just as bad act like she was annoyed I asked to speak to a supervisor. It's been two weeks her nothing back from her either. They just keep brushing me off cause they don't want to pay out

  Business response

  07/07/2023

  BBB Complaint #: 20285045
  Complainant:***********************************
  NBIC Policy: CTH0031086
  Claim ID: *******
  Loss Location: ***********************************************************************

  Good afternoon.

  NBIC apologizes that our insured found it necessary to contact you concerning this open claim. Our Sr.File Examiner/Compliance Manager acknowledges ************************** complaint and provided the following response:

  On April 17, 2023,our insured reported lightning damage to the well pump with a reported date of loss of April 15, 2023. The loss was inspected, and services were rendered by Housatonic Valley ********* Services. Our investigation revealed there are items in the estimate provided by Housatonic Valley ********* Services that are questionable for coverage to apply. We have contacted Housatonic Valley ********* Services requesting clarification and support for their charges. Once we receive their input, we can proceed with properly evaluating the value of this claim.  We have contacted our insured and requested documentation that the services provided by Housatonic Valley ********* Services have been paid.

  If you require further assistance, please contact us.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company does not mail or email invoices, and no calls or texts. The payment plan selected is 4 times a year, with different amounts each period, and is not easily remembered. I believe the company may be purposefully not sending an invoice to their customers to collect late fees. They have no issues in mailing or calling me the moment that the payment is late. It appears to be a system designed to fail the consumer for their own financial gain.

  Business response

  06/14/2023

  NBIC Policy #:NYH0149141
  

  We acknowledge Ms. ******** complaint and apologize for the difficulties she has had making premium payments.
  

  Our insured selected the go paperless option. Under this option, we send the insured correspondence regarding invoices via email rather than by postal mail. The email address is provided by the agent at the time of binding and is not changed by us unless requested to do so. It appears that as of 06/12/23 the insured requested to change the email address to ********************* This is where future invoices will be sent to. Please note this email is different than the email address provided in the complaint ****************************
  

  Here is how we can improve the customer experience in this situation:

  1. Please ask ****************** to review the junk folder to see if the emails were received there.
  2. If ****************** prefers to receive email at ***************************************,she may request us to change the one we have on file. Our customer service line is ************.
  3. If emailed invoices continue to remain an issue, we can remove the go paperless option and have all correspondence sent to her via postal mail.
  

  In response to the various amounts that are owed and the timing, this may be directly related to the invoice issues. On the invoice we clearly state the amount owed and the due date for each period. We also advise the insured there is an installment fee in addition to the payment amount. The insured was assessed late fees due to the timing of her payments, causing the varied payment amounts. The original due date and amount of the payments are listed on the attached document.
  
  As of June 14,2023, this policy is in force.
  

  Please let me know if additional assistance is needed.
  

  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. ↩