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:07/09/2024

  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.

  Insurance claim was denied and home and personal property is a complete loss. Mental anguish has been caused by the failure to communicate properly, excessive delays, inaccurate characterization of the insurance policy, unfairly refusing coverage and failure to fully compensate the claim. Seeking coverage provided by the policy contract for damage to dwelling, personal property and funding for lodging as well as punitive damages. ***SEE ATTACHMENTS***

  

  Business Response

  Date: 07/10/2024

  See attached correspondence. 

• Initial Complaint

  Date:12/13/2022

  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.

  A business owner damaged my vehicle while it parked in the employee parking when he rented a cement mixer to pour a concrete pad. In backing the mixer into place next to my truck the mixer splatter cement on it which went unnoticed. When brought to the attention of the insured he asserted that the damage required repainting, but asked on a later date if he could try a remedy of using *** spray to removed the dried concrete splatter, to which I agreed. The process of spraying involved using a spray bottle and his fingernail to remove the clump, in doing so leaving scratches that removed clearcoat across the rear of the truck bed and on the tailgate. The owner asked me to allow him to have a professional that he knew buff the areas that were disturbed to see if the paint damaged from concrete marks could be resolved. In text communication he offered to pay for it and never followed through, even upon additional request. In requesting his insurance info he provided his agency info which offered to pay me an unacceptable offer or have me subrogate the claim through my own insurance. In contacting Secura directly, the experience was unprofessional, and it was deemed through the claims investigator that the insured admitted to damaging the truck and spraying the *** spray as a remedy to avoid repainting the damaged areas, but denies using his finger nail as part of the removal process which he performed on my leased vehicle which has a lien holder. The owner's acceptance of accountability is indisputable by the evidence which I was required to upload for Secura claims office which were screenshots of text communications with *********************, property and business owner of the property in which he was making improvements and damaged my property. Unethical business practices on behalf of *********************, Twin Lakes Insurance Agency, and Secura Insurance is not acceptable and pending investigation by the ******** State Insurance **** and small claims court are necessary.

  

  Business Response

  Date: 01/09/2023

  Customer hereinafter referred to as Complainant is unhappy with SECURAs handling of his property damage claim (SECURA Claim No. C0143173)involving his 2020 ****** Tundra truck. Specifically he is unhappy SECURA has denied his claim. This matter has not been resolved.
  Complaint was an employee of SECURA insured ********************* LLC located at **************************************************************** at the time of the incident.
  Complainants complaint stems from an incident that took place on 6/24/22 at his employers place of business. The Complainant was parked in the employee parking lot. The Complainant had backed into his spot. Complainant was not at location at the time of the loss. While his vehicle was parked the insured was pouring a concrete pad for fuel tanks. The insured had rented a cement mixer and was going to pour the concrete himself. While pouring the concrete he splattered some concrete on the Complainants vehicle (a 2020 ****** Tundra). Complainant was leasing his vehicle. Concrete was splattered on the rear & drivers side of the complainants vehicle (the back panel of the truck and the tailgate).   
  After becoming aware of the concrete splatter by the Complainant the insured attempted to clean the cement from the Complainants vehicle. The insured sprayed the concrete spots with ***. *** (Calcium Lime Rust) is a household cleaning product used for dissolving stains such as calcium, lime, and iron oxide deposits. The insured said the *** worked well and removed the concrete. The Complainant was present during the cleaning. The Complainant alleges in addition to the *** the insured was using his fingernails to scrape off the concrete and it caused damage to his truck. The Insured does not recall scraping concrete off with his fingernails. The Insured believes the *** worked well taking off the concrete. Insured also claims he waxed the vehicle for the Complainant. The Insured thought the problem with the concrete splatter was resolved. According to the insured the Complainants vehicle also appeared to have other marks and scratches on it from other situations/incidents unrelated to this situation.
  Based on the facts and circumstances of the situation SECURA believes it acted properly in denying Complainants claim. Any damage caused was repaired by the insured.

• Initial Complaint

  Date:09/28/2022

  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.

  I was hit from behind and suffered from injuries. During the accident the world was in the middle of Covid happening. I filled a claim and was contacted only once. I caught ***** and grew very Ill and forgot about my car accident. I contacted them a year later to find out what was going on with my claim. The adjuster asked if I had any medical bills and I submitted them and the adjuster denied one of the bills. When asked why he stated ne it was not accident related. I then asked why wouldnt it be I specifically came the doctors off for a follow up visit and was sent to the ** to ensure I had no internal bleeding. ******** stated other thing were done which had nothing to do with the accident however I wouldnt have been there if it was not for the accident. The seatbelt was squeezed into my intestines and causing stomach pain. Now o cant get the bill paid because the adjuster felt like it was not apart of the accident which in fact it was. Im looking to get hospital bills paid as it was the fault of there insured customer.

  

  Business Response

  Date: 10/06/2022

  Consumer/Complainant is unhappy with SECURAs handling of her personal injury claim stemming from an auto accident she was involved in with a SECURA insured on 2/26/21. Specifically she is unhappy SECURA has refused to pay all of her medical bills and other expenses which she claims are related to the auto accident.
  The facts of the situation are as follows: an auto accident took place on 2/26/21 at approximately 7 a.m. on *********** in *******, **.  On that date SECURAs insured driver failed to stop for a vehicle ahead of him operated by the Consumer/Complainant and rear-ended the Consumer/Claimant causing damage to the Consumer/Claimants vehicle and causing injury to the Consumer/ Complainant.
  The Claim was first reported to SECURA on 2/26/21 by Consumer/Complainants insurance carrier GEICO Insurance. GEICO would not provide contact information for Consumer/Complainant. SECURA requested a copy of the police report on 2/26/21. SECURA talked with its insured driver who acknowledged he rear-ended the Consumer/Claimant. SECURA accepted liability for the accident on 2/26/21. SECURA spoke with GEICO on 3/4/21 and they would not release contact information regarding the Consumer/Complainant.  Consumer /Complainant contacted SECURA on 3/5/21 and advised she used her collision coverage with GEICO for her vehicle damage and she had a $500 deductible.  SECURA agreed to reimburse Consumer/Complainant her $500 deductible.
  SECURA received the police report regarding the accident on 3/16/21. On 3/29/21 SECURA received a letter of retainer from an attorney advising they were representing Consumer/Complainant. SECURA also received a subrogation letter from GEICO concerning Consumer/Complainants vehicle damage and requesting reimbursement. SECURA accepted 100% of the fault. On 5/11/21 SECURA paid GEICOs subrogation claim regarding Consumer/Complainants auto. SECURA called Consumer/ Complainants attorney looking for information concerning her injuries and treatment. SECURA received a call from ************************************** advising they received Consumer/Complainants medical records and advised the treatment was unrelated to the accident and therefore they are no longer representing the Consumer/Complainant. This was subsequently confirmed in an email.
  On 12/15/21 Consumer/Complainant called inquiring about the status of her claim. SECURA advised Consumer/Complainant SECURA received notice she was no longer represented and that SECURA had no medical records or bills in their claim file regarding her injuries. SECURA sent a medical authorization to Consumer/Complainant to sign and return so SECURA could obtain medical information.SECURA contacted Consumer/Complainant several times regarding the medical authorization and after hearing nothing sent Consumer/Complainant a closing letter on 2/07/22.
  On 7/25/22 SECURA contacted Consumer/Complainant advising SECURA will need a med authorization form completed if she wants to pursue her claim. SECURA received a signed medical authorization on 7/29/22. SECURA requested information on her medical providers with respect to the accident and received the information 8/2/22. On 8/5/22 SECURA sent requests to the medical providers for any medical bills and records.
  On 9/13/22 SECURA received an email from Consumer/Complainant along with her medical bills. The bills consisted of an ER bill in the amount of $2,342 and ATI Physical Therapy bill for $120. The bills totaled $2,462. SECURA offered the amount of the bills which totaled $2,462 plus an additional $1,500 for general damages.  Consumer/Complainant demanded the down payment on her new car, 3 weeks of wage loss, compensation for the inconvenience of finding a new car, plus the injury claim offer. SECURA advised Consumer/Complainant for SECURA to consider a wage loss claim a doctor would need to document she suffered a wage loss and the wage loss was related to her injuries suffered in the accident. SECURA is not responsible for the down payment on her new car or paying for the inconvenience for finding a replacement vehicle.  Consumer/Complainant was not happy SECURA refused to pay for the alleged wage loss or the down payment on the new car, and for the inconvenience of finding a new/replacement car.Consumer/Complainant also submitted additional medical bills that were not related to the accident which SECURA denied. Consumer/Complainant demanded that all the bills be paid related or not. SECURA advised they cannot consider unrelated bills.  Consumer/Complainant advised she would have her doctor send something confirming the treatment was accident related.On 9/27/22 SECURA offered to pay for the additional office visit of $323 but refused to pay for the diagnostic treatment which was unrelated.
  SECURA believes they have acted properly with respect to this matter and believes their offer fairly reflects the value of Consumer/Complainants claim.  SECURA is not responsible for paying medical bills unrelated to the accident,unsubstantiated wage loss, for the down payment on Consumer/Complainants new car or for the inconvenience of finding a new car.

• Initial Complaint

  Date:09/22/2022

  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.

  I was in an auto accident with an insured driver by Secura on July 11th 2022. Their driver was at fault and a claim was filed. I have reached out by email and phone 10 different times and have yet to get a member of this company to call me back. I get sent to multiple different associates handling the claim and every time they send me to someone with a different name. I sent photos of damages and police report numbers, my insurance information and havent gotten a single response.

  

  Business Response

  Date: 09/29/2022

  Consumer/Complainant is unhappy with SECURAs handling of her property damage claim, specifically she is unhappy no one from SECURA has contacted her regarding her claim.
  The facts of the situation are as follows: an auto accident took place on July 11, 2022 at approximately 7 a.m. on Highway 22 south of *******, **. SECURAs insured driver was traveling in a southbound direction on Highway 22 south of *******, ** operating a **** Dodge Ram **** truck and pulling a 2015 bobcat tilt trailer (a 22 foot open tilt bed trailer).  SECURAs insured driver was coming up on a corner that curved slightly to the left. SECURAs insured driver continued driving normally, maintaining his lane positon. At that time and without warning SECURAs insured driver heard a boom sound. SECURAs insured driver looked into his rearview mirror and saw Consumer/Complainant fishtailing onto the shoulder of the road on the passenger side of his vehicle. SECURAs insured driver also noticed damage to his trailer and that his trailer had two flat tires. SECURAs insured driver pulled over and went to check on the Consumer/Complainant.Consumer/Complainant attempted to blame SECURAs insured driver for the accident claiming the insured drivers vehicle/trailer was in her lane of travel and caused the accident.  It is SECURAs understanding the Responding/Investigating officer told Consumer/Complainant that the damages were not consistent with her statement of what happened. The Responding Officer advised it appears Consumer/Complainant drifted into SECURAs insured drivers lane and struck SECURA insureds trailer and truck.
  SECURAs insured sustained damage to their truck and trailer.
  SECURAs insured subsequently filed a claim with SECURA for damage sustained to their truck and trailer. The initial loss notice contained no information regarding the name/address/phone number of the other driver (Consumer/Complainant).
  SECURA has been unable to talk with Consumer/Complainant as they have not been able to contact Consumer/Complainant as they had no name or phone number to call until recently. SECURA ordered a copy of the policy report on 7/19/22 from the ******* ******************************** and were advised no police report of the incident could be found.
  SECURA disagrees with Consumer/Complainants statement in her complaint that SECURAs insured driver was at fault as liability is still being investigated, that she filed a claim with SECURA, and that she has reached out to SECURA by email and phone 10 different times and has yet to get a member of SECURA to call her back.  SECURA has no record of receiving any emails or phone calls from Consumer/Complainant, of receiving photos of damages, of receiving a police report number, and/or insurance information from Consumer/Complainant as stated by Consumer/Complainant in her complaint. SECURA received several calls from someone referencing SECURAs claim number but this individual left no name or number to call back.
  No decision has been finalized with respect to liability.Clearly the drivers have significantly different versions regarding what happened and disagree regarding who was at fault. The investigating officer has opined the Consumer/Complainants version of what happened is not supported by the damages sustained. The officer opined the Consumer/Complainant drifted over the center line and struck our insureds trailer and truck.
  Until receipt of the Better Business Bureau complaint SECURA had no information as to the name of the other driver and how to contact her.
  SECURA was able to contact Consumer/Complainant on 9/27/22 and take a recorded statement from her. Consumer/Complainant advised she was operating a **** ****** Camry. She was north bound on ****** and SECURAs insured was traveling south bound on Hwy 22.  Consumer/Complainant claims SECURAs insured drivers trailer drifted over/crossed the center line into her lane of travel and a collision occurred.She claims her vehicle is a total loss. The police were called. Consumer/Complainant also alleges she sustained whiplash. Consumer/Complainant only had liability coverage on the vehicle.
  SECURA is in the process of finalizing its investigation and after doing so will contact Consumer/Complainant and advise her of SECURAs position.

• Initial Complaint

  Date:08/17/2022

  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.

  *************** by these guys. Had 3 workers comp claims against us. 1 was VERY minor and valid, the other 2 were riddled with scamming and lying. We offered much information and proof how the employees were scamming the insurance and demanded protection. Secura did less than nothing, we got hit with the claims, and after the rates jumped up they then dropped us!!!!!! Thanks Secura for s******* over good businesses because you can't do what you are paid to do!!!

  

  Business Response

  Date: 08/24/2022

  SECURA insured Consumer/Complainant under a Work Comp policy from 2/20/19 to 2/20/22.
  Consumer/Complainant is unhappy with SECURAs handling of three work comp claims filed against his company during that time period which resulted in his policy being non renewed. He claims one of the claims was very minor and the other two should not have been paid. SECURA believes all three claims were valid claims and were handled properly.
  As mentioned at the outset SECURA wrote a work comp policy covering the consumer/complainants business from 2/20/19 to 2/20/********* workers compensation claims were filed with SECURA from 2/20/19 to 2/20/22.Generally, consumer/complainant reported that the injured works were lying and scamming and working for cash elsewhere after they were terminated from employment.SECURA was unable to verify any of this through statements, monthly status reports, or social media combing. Medical records supported each injury. In a workers compensation claim, the employee has the burden to prove their injury happened and is related to work. They do that through reporting timely, giving statements, and having a doctors documentation to support symptoms match the mechanism of the injury.  The aforementioned were present in all three claims. Consumer/complainant also generally refused to provide SECURA with information in order to pay lost wages.  His insurance agent was involved in helping us process these claims due to his refusal to provide ample information to pay the workers.  Consumer/complainant often paid injured workers their medical and indemnity claims out of his own pocket to avoid reporting the claims to SECURA.
  One of the claims consumer/complaint had problems with was a witnessed slip and fall in the kitchen leading to a lumbar fracture.  The injured employee had been let go after the injury and prior to the report.  Consumer/complainant was very combative when we told him we would owe TTD (Temporary Total Disability) benefits because the employees restrictions were not accommodated. There were no missteps by SECURA.  SECURA provided medical care related to the fracture, along with indemnity, and got the employee discharged at MMI. There was no suspicion of insurance fraud given that the slip and fall was witnessed,medical care was sought timely, and supported a fractured lower back. Social media was combed and no evidence of fraud was found. The consumer/complainant would not bring the employee back to work with the restrictions. The restrictions were not accommodated as consumer/complainant reportedly fired the employee on the date of the injury. Consumer/complainant paid her wages for an additional two weeks and SECURA work comp reimbursed the employer for wages they paid during a period of disability. SECURA paid TTD benefits as the employee was let go from the job without pay, while on medically recommended light duty.  Consumer/complainant also reportedly paid some of the employees medical bills.
  Another claimed injury on consumer/complainants workerscompensation policy was a knee injury reported almost a year late. SECURA ended paying $0 was we were never billed for related care. The claim was denied due to lack of information and late report. The injured worker only had chiropractic care for a contusion just above the knee. This injured worker was quoted as saying she was told by consumer/complainant that she either could continue working there to get her medical bills paid after the work-related injury.  The injury was reported to SECURA over a year late and the injured worker was no longer employed with the consumer/employer. Consumer/complainant sent us a picture of a three-drawer oven and the employee claimed one drawer fell onto her knee causing a contusion.  There was nothing additional submitted to SECURA to support there would have been a scam or fraudulent claims made by the employee.
  The final claim reported during the policy period the consumer/complainant references involved a former employee of his who reported a back injury from heavy lifting. The lift was from a box of meat being lifted from the ground three times. The employee called in on the same day she injured herself. She was diagnosed though exam and MRI with a lumbar disc bulge and a sprain/strain. SECURA did investigate through social media combing, an in-person recorded statement, and surveillance. Again, there was no evidence of scamming or fraud produced.  Additionally, there was a video the consumer/complainant himself provided to SECURA of the lifting incident taking place. A witness next to the injured worker reported that she did say her back hurt as soon as she stood up from lifting and moving boxes.  The injured worker did have medical support for a back injury as it arose from her work duties. SECURA disputed anything beyond a strain/sprain.  The claim was eventually litigated and SECURA was ordered to pay some medical and indemnity. 
  SECURA strongly disputes the consumer/complaints allegation that the claims submitted to SECURA by employees of the complainant/consumer were invalid/fraudulent claims and were handled improperly by SECURA.  All three claims were valid claims and supported by evidence (including witnesses) and medical documentation and all three claims were handled professionally, fairly, and properly by SECURA.  No refund will be issued.          

• Initial Complaint

  Date:07/07/2022

  Type:Sales and Advertising 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 given a a audit for my insurance I filled it out. I have had no claims no adjustements and the lowest income in years. They decided they were going to charge me almost $900. For a previous year of insurance coverage.They didnt ask, didnt tell me , and how do I say no to something if I didnt know and they are back dating it from a previous year, How can they decide I owe this money when I cant decide to cancel there services a year after they occurred. I never missed a payment or changed anything. How can they charge me for something that I cant decline or cancel???

  

  Business Response

  Date: 07/15/2022

   

  Better Business Bureau ID No. *******

   

  Consumer/Complainant is unhappy with SECURA charging her an additional $895 in premium after conducting an audit of her insurance policy for the 4/08/21 to 4/08/22 policy period. Consumer/Complainant wants SECURA to waive/cancel the additional $895 premium charge.

  Facts of the situation. Complainant/Consumer purchased a Commercial Protection policy from SECURA for the policy period 4/8/21 - 4/8/22. The initial premium for this policy was estimated to be $3,417. The initial estimated premium was based on projections by the insured of what was going to happen with respect to their business during the policy term.  At the end of the policy term, per the the terms of the policy, SECURA conducted an audit to determine what the actual numbers were and determine what the premium should be.  It should be noted that the numbers analyzed are given to SECURA by the insured or in the instant case by the Consumer/Complainant. With respect to audits the premium can be raised or lowered depending on what actually took place during the policy year. If the exposure increased over the year the premium is likely to increase. If the exposure decreased over the year the premium will likely to decrease and the insured may get a refund. As mentioned above, the initial premium is an estimate based on figures/numbers provided by the insured. The actual premium is determined once the policy period is over and you can see the actual numbers. It is emphasized, these numbers are given to SECURA by the insured or in in the instant case the Consumer/Complainant. SECURA does not make up the numbers. The Consumer is unhappy that the audit resulted in an increase in premium.

   

  Additional facts. The policy in question was issued on 2/21/21 for the policy term 4/8/2021 - 4/8/22. The policy term expired on 4/08/22. A premium audit was completed/processed for the policy term on 6/15/2022 per the conditions/terms of the policy. The premium audit resulted in additional premium owing specifically $895 due to the increased exposures discovered during the audit of the 4/08/21 - 4/08/22 term.

   

  The premium audit generated an additional premium of $895 due to the insured's actual expenditures identified by the audit ($169,479) versus the expenditures SECURA was initially rating for on the policy ($70,000). This audit was processed on 6/15/22 per the premium audit conditions outlined in the policy.

   

  SECURA believes they acted properly with respect to this matter. Per the terms of the policy SECURA is entitled to conduct an audit and did so. The audit, based on the numbers provided to SECURA by the Consumer/Complainant, resulted in an additional premium charge of $895. The practice of conducting an audit after the policy tern is over in not unique to SECURA but is very common and done by all insurance carriers that sell commercial insurance. SECURA will not be waiving any premium due and owing by the Consumer/Complainant.

   

   

• Initial Complaint

  Date:05/21/2022

  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.

  Claim Number V59752 Insured Name ******************* *** We filed a claim for our combine that broke. The insurance company sent an adjuster who doesn't understand the working of a combine at all and determined that it's mechanical failure and we are not covered. Now it is asking the mechanic shop to send parts to a third party for observation which risks more damage to the parts and risks lost in shipping. This request and progress wasn't informed to us in the first place and also they didn't inform the mechanic shop that they have authorized a third party "lab" to diagnose the combine.

  

  Business Response

  Date: 05/26/2022

  Consumers/Complainants are unhappy with SECURAs handling of a property damage claim they filed with SECURA involving their *************************** (MF)**** combine, specifically they are unhappy with the time it has taken to resolve the claim.
  SECURA insures the Complainants under a farm policy (SECURA policy no. FP *******). This is a named perils policy meaning the policy covers damage to property caused by a peril specifically listed in the policy.
  The facts of the situation are as follows: On or about 11/08/21 the Complainants claim they hit a hole while harvesting and locked the right rear wheel up on their MF **** combine. On 11/17/21 Complainants filed a claim with SECURA for the damage sustained to their combine. The consumers repair shop (***************************** Implement) advised it was their opinion the damage to the combine was caused by a shock load to the rear wheel drive motor.  They also estimated the cost of repair to be $118,373.52 making it a total loss. SECURA hired an independent adjuster *************************** of ********* *** to inspect the damaged combine and determine/verify the cause of loss. **************** inspected the machine on 1/31/22 but was unable to find any evidence that would indicate the damage to the combine resulted from the machine falling into a hole. It was his opinion the damage was due to mechanical failure in the rear drive wheel motor.  Based on the policy language if the loss was due to mechanical breakdown or wear and tear there would be no coverage. SECURA subsequently hired a metallurgist (*****************************) to inspect the drive wheel motor to determine the cause of the failure. Originally SECURAs expert *************** asked the shop where the insureds sent the combine after the incident (*********************************************************) to ship the parts to be inspected to him which they agreed to do however later the shop had concerns about doing so and were reluctant to do that.  Based on those concerns SECURA is having its expert (****************) inspect the parts at ******************************* Implements facility where the combine is located.
  The current status of the matter is that there is still a question concerning the cause of loss and whether there is insurance coverage for this matter.  SECURA has not yet taken a formal position relative to coverage and will not be able to do so until they complete their investigation.  Initially **************** asked ********************************************************* to send specific failed parts to him so he could perform a failure analysis. As mentioned above ********************************************************* is reluctant to ship the parts to SECURAs expert so SECURA has arranged for **************** to inspect the parts at ******************************* Implements facility. **************** has advised it is possible after inspecting the parts he may need to take parts back to his lab to perform non-destructive testing.
  Once **************** has completed his inspection/testing it is hoped he can reach some conclusion as to the cause of the loss/damage and then SECURA can render a decision regarding whether there is coverage for the damage sustained to the combine. As mentioned above it appears the combine is a total loss.
  SECURA believes they have acted properly with respect to this matter. SECURA does not believe any delay in completing its investigation is their fault. SECURA has been in communication with the Complainants/Consumers advising them of what is going on and the plan going forward.   The determination of the cause of loss and subsequently the determination of coverage will go a long way in getting this matter resolved.

  Customer Answer

  Date: 05/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We have found that the response from Secura to be completely inappropriate. They are actually paying people who are not credible to evaluate the damage to the combine and completely dismiss the assessment from the mechanic, who actually have decades of experience specifically with farm equipment. Now sending a metallurgist to ***** the damage, whom which is still not a specialized person who understands the working of a combine. The claim officer has changed several times and the latest focuses on parading his long long degree and emphasizing that the metallurgist coming is a Dr, how patronizing. You can send a rocket scientist but its still not a person who understands how a combine works. Also, we were never informed about when the first adjuster came and did his inspection, and also if this person was ever qualified to do so. There were literal broken parts of an axle which subsequently lead to how this combine is totaled, and you are saying theres no evidence that the combine hit a hole?! I cant see how else are we supposed to prove that baring you werent there to witness it yourself. A combine parts dont just get broken into pieces by suddenly experiencing a mechanical failure. It doesnt take a dozen degree but a little bit common sense to see that yes this combine is broken because an accident has happened. 
  
  *****************************

  

  Business Response

  Date: 06/01/2022

  This is in response to the Consumers/Complainants follow-up complaint regarding the above referenced matter.
  Consumers/Complainants are unhappy SECURA has not yet accepted their claim and are unhappy SECURA is investigating the matter. They are particularly unhappy with the individuals SECURA has assigned to investigate the matter alleging they are not qualified to render any opinions as to what caused the failure of the drive wheel motor.
  In response to the Consumers follow-up complaint SECURA has the following comments:
  SECURA has the right, and believes it is obligated, to investigate any claim submitted to them which is what SECURA is currently doing with respect to the Consumers claim.
  Relative to the Consumers claim, there is a question concerning whether there is insurance coverage for the claim being made. If there is no insurance coverage SECURA would not be required to pay anything with respect to the claim. As pointed out in our initial response SECURA initially hired independent adjuster *************************** of ********* *** to inspect the damaged combine and determine/verify the cause of loss. **************** inspected the machine on 1/31/22. **************** was unable to find or identify any evidence to suggest a sudden and accidental impact occurred to the tires which would cause the claimed damage.  It was his opinion the damage was due to a mechanical failure in the rear drive wheel motor.  The consumers policy with SECURA includes coverage for blanket farm personal property on a named peril basis.  Based on the policy language if the loss was due to a mechanical breakdown or wear and tear there would be no coverage.
  In an attempt to find coverage for the consumers SECURA subsequently hired a metallurgist (*****************************) to inspect the drive wheel motor to determine the exact cause of the failure of the drive wheel motor. We are trying to confirm the consumers combine collided with another object to provide coverage. Contrary to what the Consumers allege in their recent complaint SECURA believes both **************** and **************** are credible and very qualified to render an opinion as to the cause of the loss with respect to the combine.
  As previously mentioned in our initial response SECURA has not yet made a decision regarding coverage for this claim.   SECURA is looking to find coverage which is the reason they hired **************** to verify and determine the cause of the loss. **************** will be examining the damaged combine shortly. It is hoped ***************************** Implement will cooperate with *************** with respect to his investigation.  As mentioned in our initial response once we are able to determine the cause of the loss and then determine whether there is coverage this matter should be able to be resolved. Until the cause of loss and coverage is determined no resolution can be reached.
  SECURA appreciates the Better Business Bureaus offer to help mediate or arbitrate this matter however until the cause of loss and coverage decisions have been resolved there is no reason to attempt mediation or arbitration as these dispute resolution processes generally do not address or decide coverage issues.
  As mentioned above, SECURA is looking to find coverage and until they complete their investigation no decision can be reached regarding coverage.It is hoped the Consumers and ********************************************************* will cooperate and assist **************** with completing his investigation/testing.
  As previously mentioned, SECURA believes they have acted properly with respect to this matter and are doing everything they can to resolve this matter as quickly as possible.y here...