Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was hit while stopped in traffic. We filed a claim the very next morning and stated from the first moment exactly what had occurred. Spoke with Vermont mutual claims advisor, read out the entire police report to them over the phone. We asked to confirm multiple times that they do not need the police report or anything else from us. The body shop contacted us to tell us we have to pay our deductible to pick up our car because the insurance company states we are the at fault party for not submitting an accident form or submitting the police report.

  

  Business response

  09/17/2024

  Please allow this to serve as a response to BBB Customer Review #********, submitted by our insured. We have completed a thorough liability investigation and have determined that the other party is at fault for the accident in question. As a result, we have decided to waive our customers deductible. This decision has been communicated directly to the insured.
  We believe that this resolution addresses our customers concerns regarding the handling of their claim.
  Sincerely,
  
  Vermont Mutual *****************

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have an auto policy with Vermont. Filed a claim in late May. Vermont insisted that I speak with a investigator about claim which I did at my house for an hour. Vermont waited 8 weeks and sent another investigator to interview the other party in car. I sent Vermont the police report for the incident. Asked ********************* n the special investigation unit to provide a specific reason why claim was not being paid Instead of answering they hired an out of town lawyer named *************************** to harass me with such things as testifying under oath that I actually own car and did I register the car. Will not provide a reason why claim has not been paid. I have a policy there I submitted a claim under the policy and all I have gotten is harassment and delay

  

  Business response

  08/29/2024

  Please allow this to serve as a response to BBB Customer Review #*******. The review in question was submitted by our named insured. We have been working diligently to resolve the outstanding portions of the claim and have maintained continual contact with the insured throughout the entire claims process. We want to assure them that every effort is being made to resolve this claim as quickly as possible,unfortunately, despite our best efforts, the process can sometimes take longer than anticipated.
  
  Additionally, there is an open investigation into this claim and we have requested our insureds cooperation in an examination under oath. We are presently waiting for our insured to cooperate with this aspect of the investigation so we can move forward with the processing of the claim. It is our expectation that once we have this portion of the investigation completed, we will be able to promptly move forward with the claim process.

  Sincerely,
  
  Vermont Mutual Claims Department

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vermont Mutual is our home insurance company for the building. We live in a condo in a historic house in *****, **. Due to the tenant above us, our unit sustained water damage through our ceiling, walls, and floors. Our condo had to be gutted down to the studs. We have been displaced from our home since September. We have still not received the money in the scope of work on our insurance policy. We have not been denied or even accepted. There has been almost zero communication and they are not acting in good faith. We cannot start the build back process until they approve or deny our policy, as no contractor will sign a deal until this step is done. Vermont Mutual is not communicating with us, ignoring all forms of communication, and not acting in good faith. We just want to get back to our home. We are going onto month 8 of being displaced and at a complete standstill with Vermont Mutual for the past 5 months now. Our home is sitting abandoned, down to studs in our kitchen and bathroom and all of our memories and items collecting dust in boxes that we had to pack up before moving out end of September. Each week that goes by, we hope for good news, an update, or just really any communication whatsoever so we can make forward progress. Each week that goes by, nothing gets done, and the hope of returning to our home that we are paying for seems to slip further and further away.The financial and emotional burden this has put on our us and our families has been immense to say the least. My wife has been having panic attacks and experienced increased anxiety that has caused hair loss, appetite loss, fertility issues, to name a few of the negative side effects, all due to this situation. It is extremely disappointing that when this tragedy happened to our home and we put in our first ever claim of the 20 years our condo has been with Vermont Mutual that we have been treated with such unprofessionalism, disrespect and unconcern.

  

  Business response

  05/17/2024

  Please allow this to serve as a response to the complaint filed by ***********************************, a unit owner at *************** Condominium. 
  
  Please be advised that ************************** is not the Vermont Mutual policyholder for this claim. Our policyholder is the *************** Condominium Trust itself, and as such, ************************** should direct his requests for communication through the associations officers/trustees.    
  
  In addition, the *************** Condominium Trust retained InterCoastal Public Adjusters to represent them in this matter. As such, we are prohibited from negotiating with any party other than the public adjuster.
  
  We have been actively engaged with the appointed public adjuster, and have already made offers and processed payments as part of our ongoing efforts to settle the claim. We are currently negotiating to finalize an agreed settlement amount with the public adjuster to bring this claim to a close.
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vermont Mutual increased my monthly cost of house insurance from $210 to $280 without notifying me. Thats an extra $800 plus per month. I cant handle increases, I am trying to save money.

  

  Business response

  04/27/2024

  In response to your concerns regarding the renewal premium for your 2024-2025 Homeowners Policy term. The reason for the increase in your policy premium is due to a state approved rate increase that went into effect September 1, 2023, as well as an 8% automatic increase in your Dwelling (Coverage A) limit. The impact of rapidly increasing inflation plus existing supply chain issues have resulted in higher than normal labor and reconstruction costs. In order to address these very serious issues,we are unfortunately required to apply higher than usual rate increases.
  
  Your renewal policy disclosing the new premium was issued ************************************************************** order to allow you time to review your coverage needs with your independent agent. If you are concerned about the affordability of your Homeowners insurance or your coverage limits, please contact your servicing agency, Brown & Brown of CT ********** to discuss your options.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 25, 2023 I had a loss and immediately called my HOA who was insured by Vermont Mutual. I have had multiple quotes from construction companies with estimated well over $50,000 worth of damage. Vermont Mutual is stating that the damage is only ****** dollars worth of damage & is refusing to pay. They sent out 1 inspector while the water was still flowing into my condo & no one will respond to me.

  

  Business response

  02/27/2024

  Please allow this to serve as a response to the complainants concerns.
  
  While we are sympathetic to the circumstances at hand, we must adhere to our legal responsibility and to that point, it is important to acknowledge that the complainant is not our policyholder. Our policyholder is the *********************** and the complainant is a member of the association.
  
  Additionally, we note the following points:
  
  We adjusted and settled the claim with our Insured, the ***********************, and they were satisfied with the result.

  
  The complainant has an attorney and we have communicated with their attorney directly, explaining that his client is not our policyholder, and that we have adjusted and settled the claim with our Insured, the ***********************, to their satisfaction.

  
  We believe that the complainant also filed a claim with her insurance carrier.
  If there is a dispute between the Complainant and the ***********************, it falls outside Vermont Mutuals responsibility in the claim. We have directed the complainant and her Attorney on multiple occasions that her concerns need to be addressed with the *********************** directly.

  Customer response

  02/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
   
  ** District Court for District of Massachusetts holds that Vermont Mutual's post-judgment settlement offers that were less than verdict were in bad faith; puts it on notice for future conduct
  By *********************
  October 21, 2022
  

   

  Vermont Mutual makes it a habit to under-pay their claims, hence the headline quoted above. 

   

  The damages are far beyond what I was given & Vermont Mutual owes me as the insurer of the *** who was responsible for the damages to my home. 
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  02/29/2024

  The complainants rebuttal has not changed the circumstances related to the original claim. As we have previously and unequivocally stated: the obligations to our policyholder (the ************************ have been fulfilled to their satisfaction and we can do no more in regards to this claim.
  

  Customer response

  03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  This is being brought to court.  My attorney will take care of this from now on. Obviously Vermont Mutual being warned by the ** means nothing to them. 
  Regards,

  ******

   

   

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2023 my home was flooded from the laundry room next to my unit. Most of the first floor was flooded from a pipe that had burst in the laundry room. I filed a claim with my insurance company, Farmers Insurance and they got me a portion of the condo association's coverage for this type of incident which was about $1300. My adjuster, ***********************, did an estimate which was nearly $8000 for the damage from the flood. I was told that Vermont Mutual would be responsible for the damages to my unit as they are the condo association's insurance carrier. I have been waiting and waiting with numerous attempts to get information about the status of this claim but ***** seems to want to help me. I have already paid out more than $5000 to have two floors replaced and some electrical work to fix my heating system which was damaged. I have seen no help from either insurance company and cannot even get ahold of them to find out where this is. Vermont Mutual claim no. B0014950 ***************************** ******************** *********************** Farmers Insurance claim no. JDK86477 ************** ************* *********************** ***************************** Insurance ************** ************** I need help, please do not ignore this. I have had work done already and much more need to be done to be back to normal.

  

  Business response

  01/10/2024

  We have reached out to the Complainant directly.  Thank you.  *************************************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with my insurance company 8 weeks ago and they have not followed up with a decision about what, if anything, they will cover. My basement flooded and I have had to make as many repairs as possible out of pocket. In the meantime, there are some things that I cannot move forward on until I hear from my insurance company. I keep reaching out to Vermont Mutual but they keep citing a paperwork holdup and say that I just need to wait. There is mold growing in my basement that I need to address and some of the issues I need to fix are becoming more expensive because I have had to wait so long for insurance. They are not taking my requests for help seriously even though it has been two months.

  

  Business response

  11/20/2023

  November 20, 2023
  BBB of Eastern MA, ME, RI & VT
  5 *************, Suite 100
  ***********, ** 01752-1927
  Re: BBB Customer Review #: ********
  To Whom It May ****************** allow this to serve as a response to the complainants review.
  Our insured filed a claim for damage caused by water coming into the basement of her home. Upon receipt of the claim,
  Vermont Mutual assigned it to an independent adjuster for investigation. After verifying the cause of the loss for the
  damage, Vermont Mutual was able to provide limited coverage, via an endorsement, to the Insured.
  After reviewing the independent adjusters repair estimate, Vermont Mutual returned it to the adjuster with some
  questions regarding the scope of the damages outlined in the estimate. The independent adjusters supervisor recently
  spoke with the Insured who confirmed that there was no damage sustained to the boiler, oil tank, or hot water heater
  located in the basement. The adjuster submitted his revised estimate, which was reviewed and approved by Vermont
  Mutual. The estimated damages exceeded the amount of the available coverage provided by the endorsement, and
  Vermont Mutual immediately issued a payment in the amount of the policy limit.
  Vermont Mutual advised the insured of the status of her claim whenever she contacted us, and we also explained the
  claims process to her.
  With regard to the mold issue, the Insured did attempt to mitigate some of her damages by purchasing a replacement
  dehumidifier and cleaning up the water from her basement, but it does not appear she obtained a professional water
  mitigation firm to properly mitigate her water damages and prevent any increase scope of damages such as mold.
  Regarding the Insureds complaint that Vermont Mutual is not taking her requests for help seriously; we believe this to
  be inaccurate. Vermont Mutual investigated **************** claim as proactively as possible to gather the facts of the loss
  to apply them to the policy contract of insurance. Once the cause of loss was determined, coverage was verified, and
  payment was issued for the full amount of the coverage provided by the policy endorsement.
  We believe that we have fulfilled our duties and obligations required under the insurance contract.
  Sincerely,
  Vermont Mutual *****************

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own East ***** Auto Wash, LLC at *************************************************************** and a customer of the ********************************************* went through our car wash on 4/1/23 and hit the machine and the car wash was declared a total loss to the extend of replacing the inside machinery at the cost of $207,000. The costumer has $100,000 liability and the insurance company have depreciated the car wash by 75% only willing to pay $51,000 instead of the entire $100,000 liability. We cannot replace that machinery for $51,000!!! This car wash may be old but has been working every day and we have put repairs into to keep in good working order, This happened over a month ago and we are losing over $8,000 a month for revenue. There should be no reason for them to not pay the entire liability that the customer's policy pays. We ask that ********************************************* pay ** the customers liability of $100,000, we still have to pay $107,000 out of pocket for the replacement plus we are losing $8 K or more a month on washes.

  

  Business response

  05/04/2023

  Please allow this to serve as a response to customer complaint #********, filed on 5/3/2023. We regret that you have been placed in this unfortunate situation in which ************* machinery was damaged by our insureds vehicle, resulting in the total loss of the car wash equipment. We understand that the damaged equipment is from ****. Our obligation for liability under the Auto policy is to pay the Actual Cash Value of the existing unit, not its full replacement cost.
  
  Therefore,depreciation was applied due to the age of the existing equipment to calculate the actual cash value.  While evaluating your claim, our research shows that the average life expectancy of a car wash unit, such as yours, is between 10 and 15 years.
  
  We feel that we have made a very fair and reasonable offer. Please note that we are open to reviewing any additional documentation you can provide to support your position that the **** Car wash unit was worth more than our offer.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vermont Mutual has outright refused to pay out current body shop rates for my 2021 **150 to be repaired at a body shop. The **150 has a aluminum body which requires special tools, training, *************************** Not every body shop will or is equipped to handle aluminum body work. Aluminum body work is more expensive as a result. My contacts at Vermont Mutual are: ************** ******************************* 7251.The adjuster is ********************* ************ My claim # is: ***************** # is: MA17115359

  

  Business response

  04/28/2023

  Please allow this as a response to the complaint pertaining to body shop rates and the customer's *****. We do recognize that our customer has a vehicle that contains aluminum parts.  However, it is our opinion that the work involved in repairing such a vehicle does not require an elevated labor rate. This was, in our estimation, a very minor impact. Due to the circumstances of the impact, we believe that we have allowed for an appropriate amount of coverage to properly repair the vehicle.

  Customer response

  04/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husbands and I have Vermont mutual for our home owners insurance. We had a house fire Christmas Day. Our adjuster was great the first month of the process. And then it went radio silent. Emails unanswered , phone calls never returned. Text messages not answered. Not knowing the process to things we look to our adjuster to help ** with the next steps. So when we have questions and no one ever calls you back. What do you do. It has been 4 plus months since the fire and we are no closer to having any answers. We were told we needed to do all the ground work with getting estimates to rebuild and what can be saved and what has to be replaced. Then we were told they were going to give us a number as to what they are going to pay to rebuild. So what does this mean we didnt need to get estimates to submit to the insurance company. Every week for the last months we have heard we will get an answer by the end of the week and that week comes and goes and then it takes another week to get any response which is they will have something by the end of the week. I have tried calling the insurance company and asking if there is someone else I can speak with and they dont respond. At this point Im feeling like my house will never get rebuilt.

  

  Business response

  04/28/2023

  To Whom it May ****************** allow this to serve as a response to customer complaint #********, filed on 4/18/2023.
  The loss in question was reported to Vermont Mutual on December 27, 2022 by the policyholder. An adjuster
  was notified straight away and was on-site to inspect the premises within 2 days after the event (December 29,
  2022) and later returned to the site on January 11, 2023 for a re-inspection.
  In order assist the homeowner as quickly as possible, we issued advance payments shortly after those
  inspections. At this time we are working with the independent adjuster to finalize the balance of covered
  damages to the home and personal property. We are sorry to learn that the homeowner feels they did not receive
  a prompt response to some of their inquiries. Please let it be known that Vermont Mutual makes every effort to
  respond to all customer inquiries as soon as possible and we sincerely regret if any inquiry was not responded to
  in a timely fashion.
  We anticipate presenting a settlement offer for the outstanding damages to the policyholders during the week of
  May 1, 2023. Given the extent of the fire and smoke damages, Vermont Mutual is acting with all deliberate
  speed to adjust the claim as presented.
  Sincerely,
  *********************, AIC
  Claim Examiner
  Vermont Mutual Insurance Group
  Extension: 7237
  *******************************************************

*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. ↩