Complaints

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:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concerns regarding the handling of my water damage claim (Claim # CLM-********). After multiple discussions with Supervisor ****** **** and Claim Adjuster ***** ***, I believe the matter has not been managed appropriately. I am requesting that this issue be escalated for further review by higher management.I was informed that my claim would be denied due to my engagement of a contractor to begin repairs. However, I was not made aware of any such restriction prior to the contractors involvement. This reasoning for claim denial appears to be inconsistent with the guidance provided to me and with industry practices. Additionally, I submitted photographic evidence of the water damage, but both Mr. **** and Mr. *** informed me that the photos could not be accepted. When I mentioned that photos had been accepted for a previous claim, I did not receive a satisfactory explanation as to why these particular photos were being rejected. I found Mr. ***** response to my escalation to be unhelpful. Rather than working towards a resolution, he became dismissive, and when I inquired about the previously offered hotel expense due to the damage, he stated, Well, we dont have to offer the hotel expense, which I found unprofessional and discouraging. This entire process has been extremely stressful and frustrating, and I have not felt that my concerns have been adequately addressed. I believe the overall handling of this claim has lacked empathy and urgency, which has only added to the difficulty of this situation. Given the circumstances, I respectfully request that this matter be escalated to senior management for further review and resolution. I would appreciate the opportunity to discuss this issue in more detail, and I am available for a follow-up call at your earliest convenience. Please contact me directly at ************.Thank you for your prompt attention to this matter. Tacharo ****

  Business Response

  Date: 03/14/2025

  Ms. **** submitted a claim to NNINS on 3-6-25.

  Claims Specialist ***** *** spoke with the member and advised he could inspect on 3-12-2025. The member advised she was having repairs completed then and we would need to adjust the claim based on photos. ***** advised the member that we would need to still inspect to fully determine coverage and if the repairs were completely made, coverage issues could exist if we could not determine the cause of loss and timeline.

  ***** also offered Ms. **** additional living expense for a hotel, as we could not inspect until 3-12-2025 as we did know she needed a bathroom. I spoke with Ms. **** on 3-7-25 and restated what ***** had advised her and if all the damage was repaired and if she was refusing us to inspect then the claim could be denied as she was not abiding by her policy conditions.

  I spoke with her again on 3-10-25 and requested again to inspect which Ms. **** agreed too and ***** inspected on 3-12-25 and we are reviewing coverage for the bathroom and surrounding areas at this time.

  Thank you.

   

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim. The company came back with an extremely low quote to fix any damages and other damages werent even addressed. Making us jump through unnecessary hoops and time consuming tasks to get claim processed. Rude adjusters and claims ****

  Business Response

  Date: 03/05/2025

  Dear *** *****,
  

  We made contact with you on February 28th, 2025, to schedule a reinspection. 

  A reinspection of the property has been scheduled for March 7th, 2025, at 10:00 AM to address your concerns.
  

  Thank you,
  **** *********
  Northern Neck Insurance Company
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Northern Neck Insurance home owners paid in full yearly through ******************* for many years. There has never been a claim or lapse in payment. May 30 2024 my home burned to the ground with everything I or my family owned. I followed the steps called ins immediately, cooperated fully with experts and was told my rights by **** ******** adjuster. I could not get a copy of my insurance from him or ****** Insurance. I had a time of temporary housing . The property person never acknowledged or picked up the forms for property coverage. We had a deposition and everyone was nice and sweet. It was all deceptive. They took my words and truth and turned it around. Denied the claim gave me 2 days notice in housing and I was made homeless. They have not issued any coverage I paid for. They have acted in bad faith. They also have degraded my good name, are fraudulent in their claims and are advertising as a good business when they have been deceptive in their practices. I had approached them about lying and lack of integrity. Consequently I have no home and no money to buy one. They have stated They should not have sold a policy to me 8 years ago" rather than pay the claim. False advertising, accepting funds for years now saying they will not live up to their obligation. Deceptive practices, not respecting a fiduciary relationship, emotional abuse and placing lives in danger. I will be 75 years old..Abuse of A Senior citizen. Deceptive manipulative practices to an elderly client. Thievery of funds and distortion of facts to not pay a claim. Lack of integrity and false advertising.

  Business Response

  Date: 02/07/2025

  Thank you for sending us the customer complaint. 

  Ms. ***** has a legal representative handling this case on her behalf.  Therefore, we are unable to respond to this complaint.  

  Northern Neck Insurance Company

• Initial Complaint

  Date:11/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have home owner insurance for 30 years with Northern Neck and my premium is paid until February 2025. They sent me a letter which i received on 11/13/2024 indicating they are cancelling my homeowner insurance effective 11/20/2024. I have not made any claims with them in the last 16 or more years and they have not given me enough time to find alternate homeowner insurance. I am requesting they honor the policy contract which ends in February 2025 to allow me time to find replacement insurance. I am retired and on a fixed income. I am going away on vacation 11/16/2024 and won't be back until 12/5/2024.

  Business Response

  Date: 01/08/2025

  After an inspection was received by the company, it was determined that the dwelling was no longer insurable.  We issued a 15-day notice of cancellation on 11/5/2024 to be effective on 11/20/2024.  As part of our special provisions, filed with the state of ********, we are allowed to issue a ten-day notice of cancellation if a determination is made to the effect that the dwelling is no longer insurable.

   

  Insurance carriers have the right to reinspect for changes in condition of the dwelling and/or premises.  Upon review of the inspection, we have the ability to issue a mid-term cancellation if the need exists.  For this policy, the condition of the dwelling had deteriorated significantly, causing a mid-term cancellation. 

   

  Thank you,

  ****

  Customer Answer

  Date: 01/08/2025

  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

  Date:03/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17, 2024 Policy for the home insurance started for one year this was signed for and policy created because I was able to purchase a home and close it on January 18th, then the problem appeared about late February going into March that I started to get letters from Northern Neck insurance about cancelling my policy, I asked my agent on this matter to which she investigated and said that Northern Neck was in need of a roof inspection and some newer photos, this was after the fact that I have already close my home purchase so I hired a certified roof inspector as requested by insurance company, payed a lot of money out of my pocket for it to get a report done on roof, then I provided this report and new photos which the insurance said they needed to fix the policy, but to my surprised they comeback to my agent and still said that this was not enough and wanting to cancel my policy at this point I am LIVID on how this was handle by the insurance company, this was an attempt to outrageously and unfairly cancel my home insurance policy without any basis whatsoever and more to the fact that a POLICY shouldn't have been created to begin with if they felt I didn't fill their requirements in the first place, so this to me is NOT the way to do business and is super unprofessional in my opinion. for all this reason my complaint is that I would like for this policy to be honor for the life of the policy which was signed for 1year, but if not at least to be compensated for the time, money and inconvenience this whole situation has cost me as a new home owner one should be at peace of mind and secure when knowing that insurance will be protecting the new dwelling but this is NOT what happen here, for all this reasons I believe this insurance company is canceling my policy unjustified and without studying the case carefully even with inspectors reports telling otherwise that the house, is in good conditions and also appraised higher than original priced!.

  Customer Answer

  Date: 05/16/2024

  Hello to whom it might concern,

   

  After speaking with BBB Rep ********************** here are the additional documents as requested, please know that this documents were finalized while the closing of the property, everything was payed fully and photos for underwriter were provided before and after getting letter of policy cancellation.

  I attempted everything I could so that they do not cancel the policy, even hired an inspector again and payed out of my pocket as requested by Northern neck insurance, but all for nothing they still went ahead and cancelled the policy!

   

  I have attached the letter of cancellation, and the policy number and information is there as well as the  documentation provided by them when the policy was created on the declaration, I have also attached the inspection invoice I payed for the roof that Northen neck said to do if wanting home insurance policy to not cancel.

   

  Let me know if you need anything else thank you.

  Business Response

  Date: 06/18/2024

  Dear ****,

   

  In reference to the above mentioned, *****************************, it is standard practice for the insurance carrier to request photos or complete an on site inspection during the first 60 days of the policy period.  Upon receipt and review of the photos, a determination is made as to whether or not to accept the risk as it was written or request repairs and/or possible replacement of the roof. 

   

  The following is copy of report from *************************** of **********************- See the attached

   

  Our company used this report in addition to the photos provided by the agent.  The roof was presented in poor condition by the agent and then photos were provided by roofing company which did not support the insureds opinion that roof did not need to be replaced. 

   

  Please contact *********************, Underwriting Manager, at TPittman @nnins.com or myself if you have any other questions or need any assistance.

  Thank you.

   

  Kind regards, 

  Customer Answer

  Date: 06/18/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I do not accept this response from the Insurance company for the following reasons: the 60 days standard procedure might be normal for the insurance company but not for the customer, second the photos were provided to the agent which then were provided to the insurance company and someone in the insurance company underwriting told the agent that if I provided a roof report from a professional roof inspector that the policy will not be canceled, with this in mind as a customer trusting this I went ahead did the roof report as requested to which inspector didnt find anything that had or stated that the roof was in bad conditions or that it needed to be replaced whatsoever, and lastly that roof inspection should have not been requested if the insurance company already made the decision to cancel the policy, that was unnecessary money spent on my part as a customer which didnt resolved anything and which trigger this whole complaint.

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

  
  

  Business Response

  Date: 06/18/2024

  Dear ****,

  The inspection showed that the roof was at the end of its lifespan; therefore, our underwriting guidelines do not allow us to write this as new business. 

  I hope this helps explain the companys procedures on acceptance of new business. 

   

  Kind regards,

   

  ****

  Customer Answer

  Date: 06/18/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]

  That is still not acceptable, why would the underwriter insurance person tell the agent that the homeowner will have to do a roof inspection to fix the policy issue if the underwriter already decided that they will cancel the policy no matter what this doesnt make any sense, the insurance company has to understand that the request for roof inspection was useless and unnecessary money was spent regardless of the outcome of the report, insurance company should have not made a request for this roof inspection once decision was made but they requested it anyways, this money I spent on the roof inspection came out of my pocket for no reason and insurance company should compensate me for such time waste and money spent which didnt lead to any resolutions!.

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

  
  

• Initial Complaint

  Date:01/28/2024

  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 filed several claims with this insurance company on covered repairs needed for our new home. Among those were several requests to repair or replace our heating unit, because for the last 3 winter seasons ours has failed to properly keep our house warm. We have paid the insurance company for each consultation except one which was a second opinion. Each time we were told that the unit was not the proper size for our house and we would have to deal with the cold. Since this is the third year that we have experienced a failing HVAC unit, I am reluctant to use this insurance company and am now looking into other options to keep my family warm.

  Business Response

  Date: 03/18/2024

  ****************,

   

  I spoke with ************** today and he agreed I send this email. When he submitted the original complaint to the BBB, he meant to file it about his home warranty insurance, not his homeowners insurance. He is in the process of revising this complaint. He currently does not have an issue with the Northern Neck claims team. We discussed some differences in homeowners insurance verse warranty insurance as these are confusing at times.

   

  **************, Thank you for taking time to speak with me today and if you are not in agreement with my email, please correct me. The reported claims are below, three were withdrawn, and one denied due to policy exclusions.

  Business Response

  Date: 03/18/2024

  ****,

  Good afternoon.  Please see our final response for the complaint you sent over on Friday to be resolved:

   

   

  Our Property Claims Supervisor spoke with **************. When ************** submitted the original complaint to the BBB, he meant to file it about his home warranty insurance, not his homeowners insurance. ************** is in the process of revising this complaint. He currently does not have an issue with the Northern Neck claims team. Our Property Claims Supervisor discussed some differences in homeowners insurance verses warranty insurance, as these are confusing at times.

   

  Our Underwriting Manager reviewed the complaint as well and provided the following explanation in regard to the cancellations:  As a result of the four claims filed since January 1, 2024, we have found it necessary to non-renew the policy as a result of the claims frequency.  We are aware that there was no payout for the claims, however, the company incurs adjustment expenses as a result of the claims being filed.  The policy will be non-renewed on 5/20/2024 in accordance with the policy provisions for non-renewal.  We are sorry that we can no longer be of service for your homeowners insurance needs.

   

   

  Please let me know if you need any additional information to close this complaint.

   

  Thank you,

  ****

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance adjuster came out after we filed a claim to have our roof evaluated. The adjuster put in two separate deductibles of ***** each totaling *****. Did not perform a thorough inspection and made the decision to enter two deductibles based on false pretenses. We were issued two separate checks that did not equal up close to having the roof replaced not to mention the interior ceiling damages. We have made several attempts to contact various employees of this company up until today. We spoke to the adjuster and the supervisor. Both were very rude and belligerent. Hateful and not concerned with our issues. Short coming pertaining to resolve the issue of replacing our roof and repairing the interior of our home. Supervisor stated that we could "tear up" the checks and they will only pay for half of a roof. In his words "how would we like that".

  Business Response

  Date: 10/19/2023

  Please see attached response. 

  Thanks. 

• Initial Complaint

  Date:04/03/2023

  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 February 17, 2023, my van was rear-ended by a client insured by Northern Neck insurance (Claim #******). The accident was deemed his fault and he was ticketed by the state police. I drive a low mileage (***** mile) 2007 Dodge Grand Caravan with four Michelin tires bought the end of October 2022, as well as other recent work, such as new brakes. This van was valued by Northern Neck at $3900 based on three examples with more than ****** miles and minor adjustments to their value, ranging from $302 down to none. The difference of ***** miles of wear represents at least four more years of usage for that van, given my usage, and $302 does not compensate for that, especially given that I am a senior citizen with a limited budget. This is a vehicle that runs well and it would be usable for many years to come once repaired.Additionally, although I was offered the choice of the $3992 to relinquish the vehicle or $3131.67 (with the estimate to repair costing $3795) to retain the vehicle, I was not allowed a rental vehicle for the period during which it was being repaired if I chose this option (or, for that matter, if I agree to relinquish it), leaving me without a vehicle. Again, I will mention that I am a senior citizen with doctors visits needed (some as a result of a head injury sustained in this accident), so to be without a vehicle for the time of the repair or to be left without a vehicle and without the means to easily afford another, given the inadequate settlement, is a risk.Given that I was not at fault in this accident, I expect to made whole. In order to do that, my vehicle should be repaired with no cost to me and a rental provided. Assuming that the repair timeframe and cost remains as quoted and that the repair takes two weeks as estimated, the additional cost to Northern Neck should be about $1500 and it would represent their good faith effort to compensate for the damage done by their client.

  Business Response

  Date: 04/04/2023

  To:  Better Business Bureau

  Re:  Complaint ID# ********

   

  To Whom It May ******************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;">Thank you for communicating the concerns voiced by *******************  Our Claims Supervisor, ***********************************, along with Vice President of ****** Services, ******* ********************, reviewed this file in detail.  Please see response below.  If you have any other questions, please contact *********************************** directly @ phone ************ or email *****************************.  I will call BBB at ************ to guarantee delivery of this response reaches the appropriate BBB representative.  Again, thank you. 

   

   

  Northern Neck Insurance Company investigates and handles claims in accordance with appropriate regulatory requirements, in line with industry standard practices, and pays what is owed. We promptly investigated this loss and have accepted responsibility for the claim.

   

  We obtained an estimate and photographs of the damages to Ms. ******** vehicle which showed the vehicle to be in a drivable condition, but the estimated repair costs exceed the actual cash value of the vehicle less the expected salvage return. Accordingly, the vehicle has been deemed a total loss.

   

  The valuation of Ms. ******** vehicle is fair and reasonable and takes into consideration a myriad of factors including current market conditions, the actual condition of the vehicle at the time of the accident, the unrepaired and unrelated prior damage, and the prior accident history. The tires were considered as dealer ready, and the mechanical, paint, body, glass, and interior conditions were considered as normal for the age and mileage of the vehicle.

   

  Northern Neck has provided ****************** with total loss settlement offers including the options to either relinquish or retain the salvage of her vehicle. Should ****************** opt to relinquish the salvage of her vehicle to Northern Neck, Northern Neck will provide a rental for her use to allow sufficient time for her to receive the settlement payment. Should ****************** opt to retain that salvage of her vehicle, no rental or loss of use is owed as the vehicle remains drivable, and she may handle the disposition of the salvage vehicle as she sees fit.

   

  It is our understanding that ****************** carries Collision coverage on her own automobile insurance policy. Should ****************** disagree with Northern Neck Insurance Companys valuation of the total loss of her vehicle and the settlement options available, she has the option to file her claim under her own Collision coverage. Her insurance carrier would then seek reimbursement from Northern Neck for any amounts it pays for her vehicle as well as any deductible she may have.

   

  ***********************************, AIC, AINS, SCLA

  Claims Supervisor

  phone: ************

  email: *****************************

   

  *************************************** Box 419

  *********, ** 22480

  Customer Answer

  Date: 04/04/2023

  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.

  No additional compensation was offered and the amount offered initially was insufficient to provide me with a comparable vehicle with similar mileage to buy. Therefore, if I choose to keep the vehicle, I am left not only with the extra costs of the repair, but also left without a vehicle or with a significant additional bill for the rental. 
  
  Regards,
  
  ***********************