ComplaintsforResidentInsure

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a renter at the **** South Shore apartments in ****** *****. This is not necessarily a complaint directly with **** however. As a new renter, there is an insurance company brochure included in the move in packet for ResidentInsure. I, as I imagine many others do, signed up for renters insurance as a matter of convenience with ResidentInsure. I had a $15,000 personal property loss policy. At the beginning of November, my vehicle was broken into in the parking garage at AMLI. I lost close to $17k worth of astronomy equipment (telescopes and stuff). I filed a claim with ResidentInsure. Turns out, its actually a company called ****** that handles payments for the policy and, a company called ************************ that manages the policy! I was not aware of this either. Long story short, when I tried to file my claim, i was told that there is a 'sub clause' for vehicle break ins that maxes out at $1500 of coverage.. a fraction of the 15k I was paying for. I've since canceled that policy and moved on to a reputable insurance company that has no sub clause. But I feel like ****, at the very least, should not be including this ResidentInsure in their move in packets for one, and I think that ResidentInsure should be more transparent about what their policy actually covers

  Business response

  01/06/2023

  Thank you for reaching out to ******* ***************** We are sorry you have had a negative experience with your insurance coverage. Policy ownership is a bit confusing. ******* **************** d.b.a. ResidentInsure is the insurance agency, not the actual underwriter/carrier. As commented, the actual carrier is ****** (one among several other carriers we work with). While this can be confusing and/or frustrating, this is a fairly common practice especially with renters insurance (e.g., Lemonade, Assurant, and others are agencies that write through carriers like Geico, Progressive, etc). Going through a carrier in no way lessens the coverage that ****** does directly. Each provider that we work with does have unique coverage and potential limits to their policy that should be read through. We encourage residents, who are securing an insurance policy through our services, to fully review all terms of the policy prior to purchasing.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wish I would have followed the advice of previous reviewers to not give my money to this horrible insurance company. A very expensive piece of jewelry was stolen from my apartment by someone and it's not covered- only because I invited them in as I thought they were a friend. Theft is THEFT! I understand NOW that there is a special provision that protects them against a pay out if the guest was invited in. How can you ever know if someone is going to steal from you?! This is such an obvious cop out on their part. What a horrible unethical company, I wish I could get my entire prepaid year money back. DO NOT USE THIS COMPANY! LITERALLY PICK ANY OTHER INSURANCE COMPANY. It took them an entire MONTH to respond to my emails just to say they couldn't open my attachment that was sent in PDF format. Then, when they actually did respond, they immediately denied coverage in a 2 sentence email, no phone call, no sorry for not informing me they weren't able to open my documents, no compassion, NOTHING. All this time I thought they were working on my case, If I knew it wasn't covered I would have pressed charges a month ago!!! Residentinsure does not care for their customers and will do anything to evade a payout. STAY FAR AWAY! You've been warned.

  Business response

  11/23/2022

  Thank you for reaching out to ResidentInsure. We have reached out to our vendor to confirm. ResidentInsure is an insurance agent and not an insurance provider, so we do not have control over the coverage nor the provider's decision regarding specific claims. The industry regularly requires exhaustion of remedies to recover stolen items, particularly where the perpetrator is known to the victim.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a policy in place with this company that I've used for 2 years now, recently they were supposed to take a predetermined amount of money from my account for the aforementioned policy. On the official website, I've entered my debit card information correctly and they haven't even attempted to collect their due, and yet they're claiming that if I fail to make the payment they'll cancel the policy. I've had this issue for a week, it's never been like this, and even now my attempt to call customer service is futile because it seems no one wants to answer the phone. If the company is going to be this difficult, I'll just take my services elsewhere.

  Business response

  11/04/2022

  Thank you for reaching out to Entrata. When submitting a payment anywhere the payment must be processed and sent to your financial institution. Your financial institution then has to accept the payment to complete the transaction. When we sent the payment information over to your financial institution, they denied the payment. The payment method was updated and that was then accepted by your financial institution and funds were released. We trust that your concern was resolved, as payment was ultimately accepted by your institution after multiple tries.

*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. ↩