Complaints

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

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  Bamboo Insurance

  7050 Union Park Center Ste 500 Midvale, UT 84047

• 

  Bamboo Insurance

  2356 Gold Meadow Way Ste 130 Gold River, CA 95670-6330

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:03/07/2025

  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.

  Bamboo has been not responsive as my insurance company regarding water damages caused by a contractor working on my home.
  They are violating my constitutional rights. My incident started on 11/18/2024 and they have not giving me one penny and I’m being harassed every month by the vendors like the mitigation company threatened to put a lien against my house. This needs to be handled and taken care of that why I have insurance and I pay my premium. I have also been dealing with the wildfires. My home was in a thread zone. I had to evacuate my home because of it. I need to be made hole again. This is unacceptable. Very disappointed as a citizen and is an American. This insurance company needs to be held accountable for their actions.

  Business Response

  Date: 03/10/2025

  Hello ********,
  Thank you for bringing this to our attention. Our team is actively looking into this and will respond as soon as possible. Please note that a representative may reach out to you directly via email or phone while we investigate further.
  All the best,
  Bamboo Insurance

• Initial Complaint

  Date:02/18/2025

  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.

  This Insurance company does not operate professionally and they hold the claims longer in order to avoid payments for their claims. It has been 3 months that I submitted my claim with the documents required to get paid for my claims, However the insurance does not answers my calls and emails regarding this matter and they fail to make payments for my claim. I would like to start investigation against this insurance and have them audited for fraudulent activities involving holding cases in pedning in order to avoid payments to the clients

  Business Response

  Date: 02/18/2025

  Hello ******,
  Thank you for bringing this to our attention. We are looking further into this matter and will respond as soon as possible. 
  Thank you,
  Bamboo Insurance

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:02/18/2025

  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 was told by an agent that Bamboo insurance would provide coverage; I provided payment via ACH, which was taken within one minute. I found out within the hour that the policy was not going to cover my property as needed. I notified the agent, who said my payment was already taken but would be reimbursed right away. That was on January 13, 2025. I still have not received reimbursement despite numerous phone calls to the agent, who is apologetic and keeps asking for more time to get me my money back.

  Business Response

  Date: 02/18/2025

  Hello ******,
  Thank you for bringing this to our attention. Our team is actively looking into this and will respond as soon as possible. 
  All the best,
  Bamboo Insurance

• Initial Complaint

  Date:11/22/2024

  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.

  We have been an active paying customer to ********************** and discovered a water leak last month and called plumbing and remediation company to fix issue. In the same time, we reached out to Insurance company to file a claim. Since then, we have been met with lack of follow up and response from adjuster. Emails are left unreplied. Calls go straight to voicemail. Multiple vendors (360 scan, estimate, remediation, asbestos tester) have called me because they could not get in contact with adjuster to get response or payment. I tried to set up a scheduled call between adjuster and remediation company to get my claim moved forward and was told he was "too busy" and have multiple other clients. I made multiple escalations to the general claims department, which is the only number that I can actually reach a human being. They said they would send message to supervisor but I often don't hear anything back from them etiher. It should not take multiple escalations and 1+ weeks time to get any correspondence with Adjuster. Severely disappointed in service provided.

  Business Response

  Date: 12/06/2024

  Thank you for taking our recent calls to address the concerns outlined within your inquiry with the BBB. We sincerely apologize for claims experience you described and will be working with you to finalize the claim process as soon as possible. As you are aware, the claim has been reassigned to a new Claim Advocate and a Team Manager has been in communication with you to explain the next steps in the process. We are proactively trying to receive the necessary documentation from your Mitigation vendor to accurately confirm the scope of repairs covered by the policy. We hope to receive their cooperation by next week so that we can finalize settlement for your claim. In the meantime, please feel free to contact Team Manager **** ****** with any additional concerns or questions.

• Initial Complaint

  Date:08/05/2024

  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.

  On 8/3/24 I filed an emergency water leak claim for my ********************************************************************* home with a Bamboo insurance representative. The water district emergency service was able to shut off and lock my water line but I am now completely without water. No shower, no bath, no flushing. Bamboo assured me that due to the urgent nature of my problem, that I would hear from an agent within 24 hours. It has been almost 48 hrs and as this business day progresses, I am losing time and still do not know what to do or whom to call nor what is covered. This is unacceptable and I am feeling very discouraged by the lack of care or concern from my Home insurance company. I would greatly appreciate your assistance with this matter. Thank you kindly, ********

  Business Response

  Date: 08/09/2024

  Good afternoon ******************.

  We received notification of the inquiry you filed with the Better Business Bureau. In review of claim notes I see the Claim Advocate contacted you on Monday after you first reported the claim on Saturday. I do apologize for the lack of a phone call on Sunday. In an effort fully understand your claim experience I requested a Team Manager contact you. I see that Mr. ***************** has attempted to reach you a couple time this week. If you wish to discuss your claim further, please contact ************ at the phone number he provided. Once again, I apologize for the initial miscommunication and thank you for being a part of the Bamboo Insurance family.

  *************************
  Vice President of Claims
  Bamboo Insurance
  Office: **************
  On Behalf of ********************* Insurance Company
  -----
  CA License #******* | NPN ********  

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Prior to my annual renewal, the company increased my insurance coverage on my home without my approval. They also removed a discount I had received the previous year. I spoke to customer service on the phone and was told that my coverage would be returned to the previous year's coverage and the discount included if I sent a request to customer service. I did this, but no changes were made and I'm being charged $800 more for my insurance as a result. I have emailed customer service repeatedly for the last two months and no action has been taken to correct my coverage and adjust the premium. They simply sent me a copy of the declaration with the increased coverage I didn't request in response to one inquiry. They have not responded to my many other inquiries.

  Business Response

  Date: 07/03/2024

  Hello ****,
  We
  regret to hear that this was your experience with us; however, we truly
  appreciate you letting us know about it. We have identified a gap in communication
  between the phone calls and emails that you sent and will address these immediately
  with the team. As for the premium increase, after review we are not able to
  decrease your coverages to match the previous years, as you requested. There
  was a rate increase that went into effect 9/17/23 that was approved by the CA
  Department of Insurance which has caused the increase.
  Although, we can add the alarm discount back, once we
  receive certificate of alarm clearly showing a fire and/or burglary monitoring
  service. The alarm must be a full perimeter or motion detecting system connected
  to a remote 24-hour central station service, or police and fire department. You
  must have an active subscription to the monitoring service. Please send to [email protected]. Also, loss
  assessment automatically is included in the policy, but we can remove the
  personal injury and extended replacement coverage as you recently requested. These
  would lower your premium to $3,908.
  
  

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received the message you forwarded to me and followed all the instructions Bamboo gave. That was on July 3. It is now July 10 and I have not received any more communications from Bamboo.

  You should note that they agreed to remove two coverages that I did not ask for and am not required to carry. Apparenlty, Bamboo is adding coverages clients do not request. They also refused to remove a coverage that is required

  for assessments for condo owners, even though I do not own a condo. The underwriters at Bambo are either incompetent or cheating their customers by adding unnecessary coverages that have not been requested. I have attached

  the content of my reply to Bamboo.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have an open insurance claim that I have been attempting to get an update regarding. I've tried to call and email John S*******, Clint C*****, Carolina G*****, and their regular 800 # every day for the last 14 days with no response.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 5/10/24 we filed a claim with our home owners insurance.
  We had an incident in our kitchen around the sink area.
  
  At this point we have been living without a useable kitchen, a sink and drinking water for 3+ weeks. The insurance originally refused to relocate us. They have been extremely slow to respond and approve the full claim to get our kitchen fixed.
  
  We had repeatedly requested an Airbnb given that we had no kitchen or drinking water and they refused to provide alternate living arrangements.
  Just recently they provided an allotted amount for us to find an Airbnb when the construction begins in the kitchen. However, the amount provided is half of the cost of an Airbnb in our area. This entire process has been awful and Bamboo knowingly delayed the process.
  
  We have a 5 month old baby and a 14 year old in our home. That has not mattered to them and they have been negligent in their handling of the claim.
  We still do not have an agreed upon resolution for alternative living arrangements.
  Additionally, we have incurred excessive food expenses as a result of not having a kitchen to use. We submitted our receipts for reimbursement and they have not reimbursed us. This is causing a big financial strain for us around food.

• Initial Complaint

  Date:01/30/2024

  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.

  On or about January 22nd My roof had a leak due to bad wind and weather here in California. I filed the claim and Bamboo sent out a company to inspect the next day call service master. The employees from service master quickly spotted out the moisture in the ceiling along with under the flooring in my living room due to the leak. Service master sent the report over to bamboo who then informed me they were going to send another adjuster because they didnt like the initial report which stated what damage had occurred and what needed to replace mind you those things were covered. They then sent a lady over she had to he atleast 60+ I had to literally help her up the ladder both in and outside the house. She was not very aware of what she was doing. The following days I called to check my claim status only for them to tell me it was denied due to wear and tear , deteriorating & heat damage my roof was replaced in 2021 it is only 2 years and a few months old. I was then told that if I wanted the claim to be approve I need to pay for a roofer to give me an estimate of the cost to replace the roof. Reading my police the repairs are definitely covered even both inspectors stated that however they chose to go with the report of the second adjuster who frankly had no idea of what she was doing and I should have expected that because why would they want to pay out a claim. I am now looking into options I should/could take against this company.

  Business Response

  Date: 02/01/2024

  On 01/30/2024 ********************************* with Bamboo spoke with Mr. ********** regarding our coverage determination on his claim.  We appreciate his disappointment with the situation, however after the discussion ************************ understood and agreed that the determination was correct.  Accordingly we believe this matter has now been resolved, if you have information to the contrary please advise.

• Initial Complaint

  Date:12/28/2023

  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.

  This started September 2023.After looking the the email and seeing the amount suppose to given, it is evident that Bamboo insurance is working in bad faith when it comes to covering our food expenses. We first were told that our meals would be covered. So we kept our receipts. From that we experience communication that did not provide and understanding what it is that we were suppose to do and even what coverage we had. We were then told an amount of $5 per meal per person is to be covered. That itself is ridiculous and incredibly unrealistic. Never have a I heard of a partial coverage that low. There is a receipt in there for about $4 for a water that my daughter purchased on her way to school. You can't even purchase a happy meal at ********** for under $5. I would like and understanding on why that is acceptable. Could you feed a family of 6 with 5 adults who eat very well for $30?On top of that we have various schedules eating together is a challenge so it unrealistic to expect us to eat together.There was lack of transparency on our coverage and what we are entitled to.I am not gonna let my family suffer and eat dollar store meals when our habits of eating have always been what they are and reflected in the receipts.And even then we were asked to provide receipts of our habits from months prior. We did.now getting reimbursed family of 6 for 65 days $978 . Is such a ridiculous amount. But my apologies for not predicting the flooding of my house. Overall I am extremely disappointed. I have been patient and provided all the information I could. I even provided personal bank statements from 3 people of my household and there habits of food spending prior to the disaster. If anything we spent less on food since the being displaced. So the amount of $978 for a family of 6 for almost three months seems fair? I really would like and understanding on how that amount is feasible.

  Business Response

  Date: 01/09/2024

  We are unable to locate a claim for this matter.  Please have ******************** provide the claim number or policy number to assist us in locating his claim.

  Thank you,
  *******************
  Chief Advocacy Officer
  Bamboo Insurance
  ********************************
  O: **************