ComplaintsforPeak Insurance Advisors, LLC

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was informed by my landlord, when my lease was renewing to purchase renter's insurance. I have renter's insurance through my car insurance company USAA. I have been a member of USAA since maybe 2002 or longer. I received the email to purchase renter's insurance 4/5/2024, Each time I uploaded my proof of insurance, I kept getting a automatic response it cannot be accepted as a PDF and kept getting rejected, and it was saved and downloaded as a PDF each time.I checked my email today, and I get a response my proof of insurance cannot be accepted due to the interested party not listed on my insurance. From April-July if I was informed back in April to add the interested party that would have been resolved. I was enrolled into a master policy, without my consent in which I already have renter's insurance and was charged $17 each month towards my rent.I was never informed to add the interested party until I seen a email from 7/1/24. I uploaded my proof of renter's insurance about ten times and was never informed to add the interested party onto my insurance policy/

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was required to get renters insurance at my apartment in ****** (*************** on **********). I set up monthly payments with **************************************. Fast forward four months... I received a letter stating their was a problem with payment to ResidentShield. The credit card i was using w this company (********************* Business Card) was cancelled because it had been compromised somehow. ?? I tried to change to a different card on their website but could not find a way to do so. I spent maybe an hour trying to do this. I found a number on their website and called them. After a long hold time, and pressing many prompts, I was able to get a live person. I explained that I needed to change the credit card on file. This person could not help me and sounded confused, after 10 min of back and forth, he transferred me again for another long hold. A women then answered and I started my story over stating i just wanted to change my credit card. In the meantime, while on repeated holds, I found a menu that allowed me to cancel this policy. I waited until the rep wasted anther 15 min of my time telling me a lot of unrelated information. She then tried to transfer me again back to the orignal **** explaining that she was in such and such **** and I needed to speak w such and such ****. I finally gave up and cancelled my policy. I immediately called State Farm where I have home and auto policy and got a policy in 10 min for half the price I was paying and I paid them in full.Now I'm getting threatening letters from Resident Shield (or Peak Insurance Advisors or QBE or??) ...or whoever this company is. There are four different names on all the letters. They say I owe them $130 This is fraud and this company needs to be shut down immediately.

  Business response

  11/29/2023

  Hi, we do apologize beforehand about our extended hold times. We serve thousands of properties and their tenants and our call centers have different departments available to customers depending on their needs to help expedite their requests. This customer called in directly to QBE ****************** where our representative advised them there had been a declined payment on their auto pay resulting in the email communication being sent to him. This customer let the rep know they no longer had this card but when the rep offered to update their card they declined because they wanted to do this on their own through their online account. Since the customer wanted to do this online our rep then needed to transfer over to the ************* Portal support department where a representative who specializes in the online portal could help guide him through the process. The customer was informed in this department he had not registered for the online account and needed to do so in order to update their card. The customer was not happy about the questions being asked to register online and got frustrated then hung up the call. This customer owes money because a payment was declined but coverage was still active without a payment. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to get a hold for DAYS now! This is crazy! My personal belongings (laptop, clothes, shoes) have been ruined due to water damage. I was told to Contact my renters insurance to file a claim because my stuff has mildew on it and is completely ruined! I have valuables that are not destroyed. I've been trying to file a claim for days. It is hindering me from living and working!

  Business response

  03/08/2023

  Business Response /* (1000, 5, 2022/12/07) */ Hello, we apologize for the inconvenience. We have available agents at this time who are able to answer your call and assist. To report a claim please contact our claims department at 844-723-2524, they are available 24/7. Thank you

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I switched rental insurance carriers and my landlord fraudulently and without my knowledge signed me up with Resident Shield, even though I had renters insurance. I was told by my landlord that I needed to get in touch with Resident Shield and give THEM proof of my coverage and they would inform my landlord! This policy was started FRAUDULENTLY and without my knowledge! I have emailed and called MULTIPLE times and no one will answer the phone and all the emails say to call!!! This is literally insane!! Please do not allow this business to take advantage of anyone else!!

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2022/11/09) */ Hi ********, we are sorry about the inconvenience you have experienced and miscommunication you have received. Our records show you do not have a policy through ResidentShield but you were placed on a Master Policy through your community. A Master policy is placed when a tenant does not carry their own insurance plan whether it is with ResidentShield or any other carrier of your choice. ResidentShield does not apply a master policy, the community does therefore, we would not be able to remove you or cancel it as we are not the insurance carrier for a Master Policy. The only way to be removed from the Master policy is by providing proper documentation to your community to prove you in fact have an insurance policy of your own. If the community is having issues removing you from the this Master policy after you have provided this proof, they should get in touch with their Account Manager. They will be able to guide the person in charge in your community to remove you from the Master Policy and resolve this issue for you. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is 100% a lie!!! I have sent them proof of my own personal insurance policy MULTIPLE times!! This company is a fraud! Business Response /* (4000, 9, 2022/11/14) */ We have contacted the correct department to assist you and the community in getting this issue resolved. Thank you for your feedback Consumer Response /* (2000, 11, 2022/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company contacted me and stated they have come up with a plan to prevent this from happening to me or anyone else again. I do believe they have actively attempted to fix this issue.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complainant: **** ******** Business at which complaint is directed: Resident Shield Renters Agency Insurance Problem: RE: Renter Policy PRHXXXXXXX. I purchased this policy for one year starting in December 2021. I wanted to cancel the policy since I will be moving by November 1, 2022. Their website indicates that it is not enough to cancel a policy electronically by sending them an email but rather that I should call a number (XXXXXXXXXX). I stayed on the phone for 49 minutes before anyone answered on 10/17/2022, an obvious cheap tactic to dissuade clients from cancelling policies. I should add that when purchasing the policy , there is mandatory self-renewal. In other words, policies would renew automatically through the credit card and the burden falls on the consumer to go through company-devised hoops to cancel. I was told that the policy will be cancelled by November 1, 2022 but was not given any estimate of the refund for the remaining period that had been paid in full in advance a year earlier. I was give another telephone number to call (X-XXX-XXX-XXXX) which of course I will not venture since I have no desire to waste more of my time on the phone with this agency. I have paid them my bill and I certainly expected service not this kind of poor dis-service. I am not not entirely sure about their legitimacy as a business.

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/10/18) */ We apologize about our extended hold times. Your request to cancel was answered the same business day you sent an email and called us. A refund has been issued for the amount of coverage you paid for in advanced but will no longer need. This refund is issued in a form of a check and may take up to 30 days to be delivered. Thank you for you feedback

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Resident Shield and Peak Ins. Advisor (QBE) held a renters insurance policy I took out to cover a property I was renting up until January 2022. I have repeatedly tried to call and cancel the policy since then and they refuse to acknowledge my request still charging for services not rendered. I even sent them proof I own my own mobile home and they acknowledged this by sending me correspondence at this address. Confirming legally I no longer live at the address the policy was written for. Please see the following email I sent to them. ***** ****** <*******************> Aug 2, 2022, 3:28 PM to CSSupport To whom it may concern: The above policy should have been cancelled at the end of January 2022. I moved out of the property it was covering January 29th 2022, DO NOT renew the policy!!!! In fact I should have received a refund for the time the apartment was not occupied by me. I understand that administrative errors occur, however, I withdraw any permission for you to charge my card or bank account . Please ensure that I am not charged. Please confirm that you have taken care of this matter, I can not sit on hold for another 2 hours only to be disconnected by phone. ***** ****** *******************

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/08/22) */ Hello, Unfortunately, the documents you sent in were not accepted by our underwriting team as they did not confirm you moved on such date. Your policy has been cancelled since the beginning of this month. Thank you for your feedback Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a clear attempt to avoid paying out and except responsibility, there are numerous complaints regarding QBE policies and I was told a long list of "accepted " proof which was impossible to compile. I also sent an email BEFORE renewal date and they (QBE) refused to acknowledge and claimed renwal date was earlier than my email request. I asked the representative at Peak for an address to direct legal correspondence and he said there was none. This foreign company needs to be banned from operating in this country because they do not accept liability in regards to our laws, they are corrupt. Business Response /* (4000, 9, 2022/08/25) */ Hi, unfortunately you failed to contact us at the time of your move out and when we were finally notified you had moved out we offered our backdated cancellation to provide you with a full refund for the time you did not need the coverage. Many companies do not offer this options but QBE does. Now, because you did not contact us at the time of your move out, you are required to prove you did not need the coverage with documentation such as a move out statement given to you by the property at time of move out, a copy of your new insurance, or even a utility bill at your new location. There are several other options for documentation that would help you prove you moved out on the date claimed but refusal to provide documentation ties the hands of underwriting because QBE would have provided coverage if a loss would have happened during this period. We did what we could to help you get this cancellation backdated but unfortunately we do have conditions in order to process it. Although your policy is now cancelled, this window is still open for you if you would like to backdate since the time you move out. Please contact us if you are able to provide proper documentation to process your request. Thank you Consumer Response /* (4200, 11, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are lying, the list of acceptable "proof" can not be provided and they know it, unethical behavior.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel my policy but have been unable to contact the company and have been left on hold for several hours and can't contact them by any means. My policy started on April 27, 2022 but I'm bundling my renter's insurance with my auto insurance so I no longer require this company. my policy number is XXXXXXXX I've been paying every month since this started. This is unacceptable, please assist me in resolving this nightmare.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/03) */ Hello, We apologize about our extended hold times. Your policy was cancelled upon your request 08/1/2022. Thank you for your feedback

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Resident Shield as it was recommended by my leasing office, but now that I am moving it is IMPOSSIBLE to cancel my policy. I have waited on hold for a ridiculous amount of time, and submitted multiple cancellation forms as well as sent multiple emails. I can't even go online to remove my auto-pay - I don't want to pay them any more money! I am moving this Saturday and need the policy to be canceled.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/20) */ Hi *******, we apologize about our extended hold times. Your policy has been cancelled per your request. Thank you

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Will not let me cancel my policy- I have sent multiple emails trying to cancel because for some reason they need to "process" my claim to cancel and I can't cancel online. I also want a refund for the 39 dollars they asked as a deposit since my coverage wouldn't start for another 2 months and I am cancelling now.

  Business response

  09/07/2022

  Business Response /* (1000, 7, 2022/07/29) */ We apologize about our extended hold times. Your request has been received and processed. A full refund has been issued since the policy will no longer be needed. Thank you for you feedback

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Been trying to cancel my Resident Shield policy, but can never get past being on hold for hours. Nobody ever answers- EVER. It takes 5 minutes to sign up for a policy, you shouldn't have to go through all this to cancel!

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/06/07) */ Hello, Our apologies about our extended hold times. We are experiencing higher than usual times due to this being our peak season however, our agents are doing their best to reach each customer in a timely matter. Your request to cancel was received and processed. Confirmation of this has been sent via email. We appreciate your feedback

*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. ↩