ComplaintsforMarkel Insurance Company

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It's been almost 4 years since an income audit was performed on our General Liability policy for our small business. We, nor our agent, received any correspondence regarding a balance due until recently...via a collections attorney's call. We were told that admittedly they had had communication issues in regards to notifying us of the balance due. However, they were unwilling to discuss negotiating the amount due. Typically if there was a discrepancy on numbers we would be notified within 30 days of the audit. We were not, and therefore moved on thinking there were no discrepancies. We are not questioning their numbers. Our major concern is that had we been notified in a timely manner we would have been able to take advantage of subsidies such as PPP loans and ERC's (which are no longer available to us) to offset the debt. Being a small business this debt makes a huge impact on our bottom line. Not only that, we will have to pay our accountant to redo our taxes for the affected years. Additionally, they have side-stepped paying our broker their fee and they've delayed the recognition of this revenue on their books during the pandemic. It seems strategic. We are looking for a pennies on the dollar settlement here. In our 20 years of business we've never dealt with a vendor acting this irresponsibly. These are very unprofessional business practices on Markel's part to say the least. Being as this doesn't seem to be an isolated incident, it sure seems prime for a class action lawsuit.Additional information: after receiving the letter from the collections attorney I reached out to Markel directly and spoke to an ***** who told me if I wanted to dispute the invoice that I would need to show a discrepancy in the numbers we provided them back in 2020. However, it is not the numbers we are disputing so I felt our only course of action (after also trying to negotiate with the collections attorney) was to submit a review. The response we received from Markel was that we should have received a letter from them. We did not. Therefore, I reached out to their VA ****** and was told I would get a call back. No call back was received. Now I'm hearing from the collections attorney that there is "no open dispute." Thus the necessity to submit this complaint.

  Business response

  05/03/2024

  We are sorry to hear that a resolution has not been reached. While our records reflect unsuccessful attempts to reach you in March, we continue to encourage you to utilize the Markel contact information listed on the December 17, 2023 letter to discuss the options available to you.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overcharged is by $1,011.08 without any remedy after communication with the company and proof given. File #*******.They elevated it to their attorney and we are a small family business who can night fight their big money lawyer. Well likely have to unjustly pay this bill.

  Business response

  03/28/2024

  We are sorry to hear that our customer was not satisfied with final audited premium due on their account. The final premium was calculated in accordance with our filed rates, ********** manual rules, and terms of the workers compensation insurance policy. The requested cancellation was processed pursuant to the terms of the policy. In addition, after the policy was cancelled, an audit was completed to determine the final audited premium and resulted in additional premium being due.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a single disabled mother to a disabled daughter and a student at **************************************** (*****). As an East Campus resident renting from ********, I was provided rental insurance upon move in through Markel Insurance *** The rental insurance reimbursement rate was stated it would cover $5,000 in loss. On Tuesday January 23, 2024, the first day of classes for me for the spring 2024 semester, I had to take my dog to a vet appointment an hour out of town, I had to bring everything I would need for the day with me. As it would be a long car ride and I can not sit that long without pain, I took my dog for a walk on some paths at a local ********** on our way out of town. During the walk, my car was broken into and my backpack was stolen. It contained my laptop, new school books, change of clothes, and medically necessary medications, among other things. I called the police and made a report with Monterey ************************** (#*********). I then called Markel to file a rental insurance claim (Claim 24C01139). As I am disabled with learning disabilities, I have to go off what I am told by insurance agents on the phone. I was told by the agent, *******************, that I was covered up to $5,000 for this incident. The processing of the claim, according to the *** website is just 4 days. That was NOT my experience. When I finally did get a hold of ***** for an update I was told I would only be getting $1,000 as my claim did not qualify for the full $5,000 due to some stipulation. I purchased new items with my own money in expectation of getting $5,000, like I was told. I am now not only out personal belongings but out a bunch of money I don't have to spend. I feel that I, a disabled individual, was taken advantage of in this situation and that it resulted in an even worse situation for me and my daughters overall health. This is a violation of the Civil Rights and the *** act. I request Markel reimburse me at rental insurance rate initially stated.

  Business response

  04/01/2024

  Markel American Insurance Company strives to treat its customers fairly when handling their claims.  Markel American Insurance Company regrets that Ms.************; is not satisfied with the resolution of her claim, for which her policy provides a  subject limit for the theft of her personal property that was located in her motor vehicle. It appears, however, that ******************** dissatisfaction resulted from her policys subject limit for the theft of her personal property that was located in her motor vehicle , as opposed to Markel American Insurance Companys handling of the claim.

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  No part of my complaint has been addressed. This complaint is about a disabled individual being taken advantage of by Markel. You can not tell a disabled individual who has learning deficits one thing on the phone and then later come back and change what you said in regard to the policy, how it works, and what the reimbursement rates will be. 

  The other part of this claim is that Markel states, on their website, claims are handled within DAYS. That has not been my case. It is now April 2, 2024, my claim was filed in January 2024, and I still have not received any reimbursement from this company. No check, nothing. This is now over 3 months and still no check. This again is financial abuse of a dependent and false advertisement. 

  Regardless if a judge grants you the amount based on the stipulation, they will find you guilty of false advertising, discrimination, and financial abuse of a dependent. No lawyers are allowed in small claims court and I have had much success there and can go that route if need be. I will be filing a Civil Rights complaint against Markel Insurance *** as well. 

  Please address the actual issues stated in the BBB claim to avoid further legal action. 

  Again, I request the original quoted amount that I was told plus interest over the last 3 months. 

  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Business response

  04/05/2024

  Markel American Insurance Company (****) strives to treat its customers fairly. While ****************** American Insurance Company regrets that Ms. ************;is not satisfied with the resolution of her claim, it categorically denies that it has engaged in any false advertising, discrimination, financial abuse, or any other wrongdoing in connection with her insurance policy or the handling of her claim.  ****************** provided **** with first notice of loss of her claim on January 23, 2024.  The assigned **** Claim Specialist contacted ***************** concerning her claim the very next day, January 24, 2024, by both telephone and email.  ****************** did not respond to the Claim Specialists email and voicemail messages until January 29, 2024, when she contacted the Claim Specialist by telephone.  During the January 29, 2024,telephone call, the **** Claim Specialist advised ****************** that there was potential coverage for her loss under the **** Policy, subject to applicable limits and deductibles, and explained the claim process.  Specifically,the Claim Specialist advised ****************** that a claim payment could not be considered until ****************** provided a sworn statement of loss and an inventory of the stolen property.   On January 31, 2024, ****************** provided the sworn statement of loss, inventory, and receipts to ****. Thereafter, on February 15 and 16, the Claim Specialist attempted to reach ***************** several times by both telephone and email.  On February 16, the Claim Specialist eventually spoke with ****************** to review her claim and to advise her that **** would pay the claim up to the **** Policys applicable $1,000 sublimit for claims arising from theft from a motor vehicle.  ***************** became agitated during that call, threatened litigation, and hung up on the Claim Specialist.  Thereafter, on February 19, 2024, **** provided ***************** with a payment letter and settlement worksheet, via email, to explain how her claim payment was calculated.  The next day, on February 20, 2024,**** mailed a $1,000 check to ******************.  The amount of ****s payment to ****************** is equal to the entire applicable limit of insurance (i.e.$1,000) available for her claim under the **** Policy she purchased.  ****s February 20, 2024 claim payment has exhausted all coverage for ******************* claim under the **** Policy.

  Customer response

  04/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, none of the issues I brought up were addressed. Your website shows payment in 7-10 days after receipt of the claim. As Markel stated, the full claim and all required documents were sent and received by them on January 31, 2024. Markels website states payment will be sent within 7-10 days of receipt of those documents, however, they admit they did not follow their own policy in their last BBB response, which reads, on February 20, 2024, MAIC mailed a $1,000 check to ******************.
  1)    This is past the 7-10 day timeline.
  2)    There is no mailing receipt or proof of any check being mailed to me at ***********************************
  3)    It is now April 9, 2024, and I still do not have a check from this company.
  
  Again, this is false advertisement and would qualify as financial abuse of a dependent (as I am fully disabled) by Markel American Insurance Company.
  A separate Civil Rights case has been filed to address dependent discrimination as Markel has refused to take any responsibility for their actions.
  

  Again, I ask for this claim to be resolved per my resolution requests submitted through BBB. 
  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Customer response

  04/10/2024

  No legal action has been taken regarding this claim yet. If a resolution can not be reached through BBB, my next steps will be looking into possible legal action to take against Markel Insurance Company. 

  At the moment, there is no legal action that has been taken. 

  Thank you, 

  ***************************;

  Business response

  05/10/2024

  The check has been received and cashed by the customer. We consider this matter resolved. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I WAS REFUNDED ****, THEY KEPT $500 FOR UNDER A MONTH OF BOAT INS,I EXPECTED THEM TO KEEP JUST OVER $100, I CAN NOT AFFORD $500 A MONTH OF INSURANCE, A FAIR REFUND SHOULD BE AT LEAST ANOTHER $375

  Business response

  01/29/2024

  We are sorry to hear that you are unsatisfied with the handling of your policy. The policy contained a minimum earned premium which was indicated on the quote that was provided to your agent prior to policy issuance. The cancellation and refund were processed in accordance with the policy terms including minimum earned premium as shown on the quote and policy declarations pages. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled my service with Markel insurance and switched to travelers insurance due to the high amount of audits and information that was requested from my company. I explained on multiple occasions that this was an issue of cyber security when asked to release personal information of my employees. after canceling with Markel I was required to complete one last audit or else I would get charged around ****+ dollars. I then completed the audit only to find out Id still been pushed to collections for that $****+ charge. They now want a profit and loss sheet for me to prove that I wasnt using any other companies they will still charge me the $**** and take me to court. I explained that I cannot get a profit and loss statement because we have not completed our taxes for that year. I am at a loss for what to do at this point and Im just looking to move forward with using only travelers insurance and not Markel anymore.

  Business response

  12/08/2023

  We are sorry to hear that you are unsatisfied with the handling of your policy.Since the premium is based off a business' payroll, an audit is necessary to confirm payroll and class assignment. The workers compensation policy contains provisions regarding final premium that allow Markel to audit the policy and request tax documentation to verify payroll and class assignments to calculate the final premium due. The insured can contact Markel's premium audit department regarding availability of tax documentation.

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/01/2023, I received a letter thru the US mail from my business insurance, Markel, (******** Insurance Company) stating that it was for an audit notice. To request an extension, they gave me a #of ************. On 11/15/2023, I called, spoke with ***. *** said he needed to verify my identity & asked me for my personal bank details, then he gave me a verification # of **************. He had this person ***************************, #*********************** contact me. ******* stated that he needed to get verification from me AGAIN & asked me to send money thru ***** to fake accounts, in order to verify my identity. I thought that this was legitimate, as this was from a company that I work with. I sent the money and I asked for a refund. No refund given!!! I tried working with Markel to resolve this, and they refused to issue me a refund.Zelle transactions totaling: $930.00:1. Zelle transaction # PNCAA0HzP57t $165.00 to ************************** ********************** 2. Zelle transaction # PNCAA0HzP32x $175.00 to ************************** ********************** 3. Zelle transaction # PNCAA0HzO49T $120.00 to ******************************, M.D., *** *************************** 4. Zelle transaction # PNCAA0HzM44v $140.00 to ******************************, M.D., P.A *************************** 5. Zelle transaction # PNCAA0HzL84X $145.00 to ********************* **************** 6. Zelle transaction # PNCAA0HzK83y $185.00 to ********************* ****************

  Business response

  11/22/2023

  We are sorry to hear about the fraudulent situation you are now involved in when you thought you were working with ******** Insurance Company / Markel. Please rest assured that when calling us about an extension needed for an audit, we would only discuss how long of an extension you would need and the reason.  Once we understand your need, we would document the request and follow-up at the appropriate time.  Any policy adjustments that pertain to an audit would result in us generating an endorsement summarizing what has changed along with any owed or refunded premium.  Markel would never ask for personal banking information or to Zelle us any money.  As such, our investigation into this matter has determined that you spoke with an unaffiliated third party prior to contacting Markel to request an extension. We regret that this unfortunate situation occurred, however we would encourage you to work with your bank and law enforcement to resolve this matter.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Paid ahead full year of Worker Comp insurance for $1156, however after 12 days since policy started i cancel the policy ,they want to charge me $397 with break down :Manual Premium $20 Short Rate Penalty $53 Employers Liability $1 ELL Minimum $119 Expense Constant $200 I called customer ********************** multiple time , even spoke with different supervisor ,manager . complaining about the bill is way too high high , and the add on fee like expense constant if it is cant be waived then it should be pro-rate as well , since it paid for full year , and it only for 12day . they are all refusing me.So $1156 for full year 356 days and $397 for 12days is totally insane .

  Business response

  10/16/2023

  We are sorry to hear that our customer was not satisfied with the handling of their cancellation request. The final premium amounts were calculated in accordance with our filed rates and manual. In particular, the $200 Expense Constant is filed to apply to all policies in ****** as a fully earned charge that cannot be pro-rated if the policy is cancelled midterm. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Detail of Complaint *********** / Markel has not processed policy cancellation despite multiple requests. Additionally, they've continued to bill me after confirming that ********* cancellation was processed. Additionally, they're billing me extra for a minimum premium that I believe in good faith was satisfied much earlier.Describe what you would consider to be a fair resolution to your complaint.I'd like a refund of any amount I've been overbilled and written confirmation of policy cancellation as of the date initiated by myself along with their apology.

  Customer response

  08/24/2023

  My policy number is MCY00000641971

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around May 16th a claim was filed for significant damages caused to our residence by a contractor insured by Markel. Initially we spoke with ************ who was highly professional, timely, and quick to respond. We provided all requested documentation and accommodated their adjuster. ************ was out on training, returned, and replied with an update on May 31. On June 12th I received an email that my claim was being transferred to ********************** from the ********************** On June 14th ********************** sent an introductory email. Since they he has not returned a single phone call or provided us with any relevant information, updates, or timeline about the claim. When we contacted the general line at at the office we were advised that he would not be back in the office until July 24th. A transfer of the claim was requested, but Markel suggested if that was done that it would take even longer for our case to be resolved. So here we are 2 months into the claim and we have been provided absolutely not information and our "Claim Specialist" refuses to communicate with us.

  Customer response

  07/20/2023

  Hello *********  The claim # with Markel insurance is C087020.  Our home was damaged by our contractor (Silverado Custom Builders, *********************************).  A claim was filed with his insurance provider, Markel.  It has been 2 months now and we have received absolutely no information whatsoever.  No timeline.  No callbacks since being assigned to a new claim rep. ** are looking to bring closure to this matter so that our home can be repaired and we can move on.  

  Business response

  07/27/2023

  ******** Insurance Company regrets ************ has not been satisfied with the handling of his claim. We are in the process of investigating the alleged damages, the insureds liability, and potential coverage for the loss and will be reaching out to ************ to discuss resolution. 

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It has been months with no communication about the coverage, claim status, or any timeline for the resolution of such.  We are requesting a timeline for the resolution of this matter.
  There are legal limits on responses and timelines for resolving claims.  We request that Markel adhere to these laws.
  
  Regards,
  
  *****************
  
  
  
  
  

  Business response

  08/03/2023

  ******** Insurance Company (********) issued a liability insurance policy to a contractor with which ************ has done business. ******** does not have a direct business relationship with ************ in relation to this matter and ************ is not an insured under the policy at issue. ********* duties under the insurance policy relate to the potential liability of ********* insured to ************. Any liability of the insured has not yet been adjudicated or otherwise determined. As such, any potential duty ******** may have to indemnify its insured against ************** claims has not yet been triggered.  Nevertheless, ******** has spoken with ************ on several occasions regarding the status of its investigation and will reach out when it is in a position to resolve his claim against its insured based on its assessment of the insureds liability, ************** damages and the scope of what is covered under the policy.  ******** remains willing to consider any additional information ************ believes is relevant to our investigation.

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have provided access to our property/residence and provided any and all requested documentation.  If they require some further documentation regarding this claim this is their responsibility to bring it to our attention.  We are requesting a timeline for the resolution of this claim based on CA state law requirements and their own internal processes.
  
  Providing us with no information is simply unacceptable.
  
  Regards,
  
  *****************
  
  
  
  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I filed a claim in December of 2022 for injuries from a product. The claim rep was unapproachable on all levels. The supervisor was no better. There are complaints that the company will come up with any excuse not to honor claim. A product that I used created chemical burn skin injuries. The company of the product used Markel as their insurance. Markel denied claim. I had pictures, doctor documentation and on-going issues. I still have a scar and third-degree *****. A product that I used created permanent damage and they denied the claim for some made-up reason. There were even several online reviews on Amazon that had the same burn injuries from the product. I had all this evidence and it was denied for suspicious reasons.

  Business response

  06/02/2023

  While we remain very sorry to hear of the complainants alleged skin injuries, our insured stands behind their product and we owe our insureds a duty to investigate liability and damages before agreeing to pay on any claim.  In this instance, we thoroughly reviewed all evidence presented to us by both the insured and the complainant.  We were provided documentation by our insured that testing of both the subject batch of poison ivy scrub and the involved sample showed results within pre-established specifications. Further the batch record contains no unexplained discrepancies and indicates that the batch in question met all required specifications at the time of release with no indication of a safety or quality problem.  We were in communication with this complainant on multiple occasions since receiving this claim in December.  On those occasions we requested any additional documentation to substantiate liability as to our insured.  While we appreciate the complainant providing Amazon reviews in which other purported customers have voiced issues after using the product, those remain unsubstantiated complaints not tied to the use of a product that was part of the subject batch. In light of the foregoing, the decision was made, in the best interests of our insured, to deny liability as to the claim at this time.  We of course will review any additional information presented, as we have consistently advised the complainant.

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  How is it known that the subject batch that was tested was not tied to the Amazon reviews? One cannot assume that one batch is not linked to other users. It was stated by Markel that the Amazon reviews had a different batch. That presumption is suspect. Denying it for any reason.

  A little education to Markel. Sometimes batches have a high supply. They might be shipped all over *****************. Users all over ******* might have the same batch. The reviews were for the same product. I provided photos and doctor reports. Anything that I submit seems futile because Markel always denies the claim. I have read Markel reviews and see similarities with other claimants that were denied claims. Coincidence or standard business for Markel?
  
  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. ↩