ComplaintsforQBE Insurance

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,QBE North Pointe North America insurance has 1. refused to refund my $486.62 for a dirty hotel room. 2. refused to negotiate compensation for the injuries of my children through Abritration/Mediation which is required by law in *****************, ** where these injuries took place. Also Ive paid the filing fee 3. threatened to close my claim which has documented ongoing medical treatment and QBE Claims adjuster ************************* has not provided a valid written statement as to why he cannot Arbitrate or Mediate as of July 25, 2024

  Business response

  07/29/2024

  July 29, 2024
  BBB of *********
  Attn: **************
  ****************************************************************************************************************
  Email: ********************************************
  Re: Your file number: BBB WI GA 22041811
  Complainant: ***************************
  Claim number: 104813P
  Loss date: 04/01/2024
  Insurance company: North Pointe Insurance Company
  NAIC number: 27740
  Dear Mr. ******** are writing on behalf of North Pointe Insurance Company (QBE), a member company of QBE North
  America. The purpose of this letter is to respond to the Better Business Bureau of Wisconsin Request for
  assistance dated July 25, 2024 (the Complaint) regarding the Customers allegation that QBE refused to
  negotiate settlement of the claims on behalf of her children.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the Customer alleges that we refused to refund
  her $486.62 for a dirty hotel room, refused to negotiate compensation for the injuries of her children through
  Arbitration/Mediation which she states is required by law in *****************, ** where these injuries took
  place, and was unhappy with correspondence from QBE including a close letter and lack of valid written
  statement as to why he cannot Arbitrate or Mediate as of July 25, 2024. In considering the Better Business
  Bureau of Wisconsin Complaint, we have reviewed the Policy and the claim information available to us.
  An offer of $500.00 per child was accepted by the Customer on April 30, 2024, and settlement releases
  were subsequently sent via email. QBE attempted to contact the Customer via phone on May 8, 2024,
  and May 14, 2024. On May 16, 2024, the settlement releases were sent via ***** QBE left voice mails
  on May 21, 2024, and May 24, 2024, regarding the status of the signed releases. On June 6, 2024, a
  closure letter was sent due to no response and the settlement releases were attached.
  The request for arbitration was received on June 13, 2024, from a firm named Jams. On July 8, 2024,
  QBE responded to Customer and Jams accordingly that we never consented to arbitration and will not be
  proceeding with the arbitration. On July 9, 2024, Jams emailed the Customer that mediation is a voluntary
  process, and the Respondent [QBE] would need to agree to participate; QBE never agreed to participate
  in arbitration/mediation. QBE left a voice mail for the Customer on July 9, 2024, to contact us to discuss

  the settlement of the claim. On July 19, 2024, *** responded to the Customer via email, explaining the

  voice mail left on July 9, 2024, in response to the Customers request for mediation and to discuss the
  matter. Further, QBE outlined the offers, acceptance of those offers, and contact attempts. Though QBE
  has declined the request for arbitration, it was made clear that we are more willing to discuss any
  settlement concerns the Customer has. Furthermore, if there is any additional medical support to present,
  please send that information for consideration. A contact phone number was provided.
  On July 23, 2024, QBE responded to Customer via email outlining the July 19, 2024, email, confirmed no
  new information has been provided, and requested she reach out to discuss a resolution of the concerns.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you have
  any questions after reading this letter, please contact the undersigned so that we can fully respond to any
  additional concerns.
  Sincerely,
  ***********************
  Claims Supervisor
  Direct: ************
  Fax: ************
  E-mail: *************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a claim for my air conditioner unit. It was not working. They sent out a technician and he agreed it needed to be replaced. After that, the company did nothing. I got a repairman to get it back working. Every ***** days, it would break down again and I had to keep fixing it. Finally, it broke down again in April. I notified the company and asked them to reactivate the claim but again, they did nothing. Shortly after, I received a letter from ******************************** and she stated that she was in charge of my case and did nothing. I tried contacting her at least 30 times and no response. I desperately needed my heating and cooling system, so I had it replaced May 9. I sent ***************** the receipt and again nothing was done. I had to put this on a credit card with high interest rate which is putting me in a financial bind. I need to be reimbursed immediately.

  Business response

  07/11/2024

  July 11, 2024
  Better Business Bureau of *********
  ************************************************************************************************
  Re: Your file number: WI TX BBB 21929633
  Claim number: 880574N
  Loss date: 12/23/2022
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Dear ****************,
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America.
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin complaint
  dated July 2, 2024 regarding the claim resolution for a reported broken **** system (the Claim) under
  the Policy.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the policyholder has reported dissatisfaction
  of the claim resolution. The policyholder has requested payment in the amount of $7,400.00 for the
  replacement of his **** unit.
  In considering the Better Business Bureau of Wisconsin Complaint, we have reviewed the Policy and the
  claim information available to us.
  On December 28, 2022, the policyholder reports intermittent failure of the **** system with no attributing
  specified cause of loss. Multiple unsuccessful attempts to contact the policyholder were made via
  telephone and written correspondence in 2022, 2023, and 2024.
  On June 18, 2024, an email was sent by the insured that did not include a claim number and therefore was
  unable to be uploaded to the claim file for processing. On July 3, 2024, an email from the policyholder was
  received by our office that contained an invoice for **** replacement.
  It is important to note that on December 05, 2022, there was a separate claim made (877643N) for a
  reported date of loss of October 24, 2022, for storm damage to the roof, fence and gutters. An onsite
  inspection was completed on December 12, 2022, at 9am which captured photos of the **** unit. The
  field adjuster confirmed that no storm related damage was sustained directly to the **** unit.
  As of today July 10th, 2024, the recent information received is currently under review for coverage
  consideration.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you
  have any questions after reading this letter, please contact the undersigned so that we can fully respond to
  any additional concerns.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The California State Controller sent me a letter stating that QBE had $2449.50 of property that I needed to claim before 5/30/2024. I contacted QBE on 5/14/2024 at 8:24am. I was informed that the check had been cashed. They provided me with a document they received from a person who was not me, asking that the check be sent to an address that was not mine, claiming to be our old insurance broker. They sent the check to this brokers address, it was cashed by someone other than the requester. This correspondence occurred in early January of 2024. The broker we worked with had gone out of business in Feb of 2023. QBE is claiming that it is my responsibility to address this matter with my bank (who was not involved with the transaction) and that they cannot do anything. I've called their bank (listed on the check copy I received) as well as my own and both informed me that only *** could begin the fraud case. QBE did no duedillegenc, they didn't contact me to confirm I approved the reissue of the check. The person I was assigned to doesn't respond to phone calls or emails and always seems to be "on vacation". It feels like they are purposely dragging this out in the hopes it will simply go away. The endorsement on the check does not match my address or my name.

  Business response

  07/09/2024

  July 8,2024
  
  Better Business Bureau of *********
  *************************************************************************************************************
  
  
  
  
  
  
  Re:    Your file number:              BBB WI CA 21928847
           Complainant:                   ***************************
           Claim number:                 748641N
           Loss date:                        04/26/20
           Policy number:                 QHP7964214
  Insured name:                  ***************************
  Insurance company:         QBE Insurance Corporation
  NAIC number:                  39217
  
  Dear ****************,
  
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which issued Policy No. QHP7964214 to *************************** for the period 09/11/2019 - 09/11/2020 (the Policy).  
  
  The purpose of this letter is to respond to the Better Business Bureau Complaint dated 07/02/2024 regarding an inquiry for a claim involving a slab leak which caused ensuing water damage to home (the Claim) under the Policy. 
  
  We value our customers and appreciate their business. We will do our very best to address the issues and concerns raised in the complaint letter.  We understand that *************************** is not satisfied with the Unauthorized Endorsement of Check dispute process as well as the timeliness of communication. 
  
  In considering the Better Business Bureau Complaint, we have reviewed the Policy and the claim information available to us. 
  
  On 5/13/2020 a check was issued to *************************** & Midwest Equity Mortgage LLC in the amount of $2,449.50 for the damages to the home because of the slab leak.
  The check remained uncashed.  If a check remains uncashed for a period of time, it is subject to the states unclaimed property process.  In order to verify status of the check we attempted contact.
  On 11/09/2020 a letter was sent to *************************** requesting status of the uncashed check, with no response.
  On 05/16/2022 a letter was sent to *************************** requesting status of the uncashed check, with no response.
  On 12/21/2023 a letter signed by ***************************** identifying himself as an account manager for Midwest Equity Mortgage was received by our office.  This correspondence requested the check be reissued to the named insured, *************************** and mailed to ***************************************************** 
  On 01/04/2024 this request was processed, and the check was reissued solely to ***************************. 
  On 5/15/2024 *************************** contacted the ********************** requesting the check to be reissued.  It was communicated to our customer that the check had been issued and cashed.  A copy of the check was provided to ***************** who confirmed the signature on the check was not his. 
  On 05/16/2024 the claim was assigned to ************************************* who immediately forwarded the notice of fraud to the Treasury Team. 
  On 05/24/2024 A member of the treasury team responded to **** and provided the next steps in the process as well as the necessary document to be completed.
  On 05/26/2024 **** forwarded issued a letter to *************************** confirming the information was submitted to the *** Treasury team.
  On 05/28/2024 ************************************* forwarded the information to *************************** and provided the correct email address to submit the documentation.
  On 5/28/2024 multiple email exchanges occurred between **** and ****** answering questions and **** explaining the required process.  ****** provided feedback that he expected the check to be reissued to him only as he was not the one who cashed the check.  **** explained the required process and that he was not able to reissue the check.
  On 06/03/2024 *************************** emailed the requested completed document (it was later discovered by ******************* on 7/2/24 that he emailed to the incorrect address)
  On 06/24/2024 07/08/2024 ************************************* was out of office.  His out of office automatic email response was set up to advise his customers. *********************** was his assigned back up. 
  On 07/01/2024 *********************** returned a callback request of *************************** and explained that the check cannot be reissued by *** and that the request must go through the fraud dispute process.  *************************** requested supervisor review.
  On 07/02/2024 ******************* reviewed the file and noticed that *************************** sent the documentation to the incorrect email address.  ******************* forwarded the email to the correct email address and ccd the insured *************************** to advise of error.
  On 07/03/2024 An email from the **************************** confirmed the document was received and was forwarded to the ***************** Fraud Team. The timeline for resolve was unknown, but updates would be provided.This information was promptly forwarded to ***************************
  On 07/08/2024 An update was provided that the *** Fraud team confirmed receipt of the documents
  
  As of today, July 8,2024, the unauthorized endorsement of the check is under review by ********** and PNC Bank.  An update will be provided every 30 days by the **************** Team until resolved.  The recovery of funds is not guaranteed.  However, should the banks confirm fraudulent activity, they will advise of next steps in the process. 
  
  Our review of the file reveals more than adequately prompt and proactive communication with our customer.  We will not only continue to provide updates throughout the remainder of the process, but we will also continue to respond promptly to the customer as appropriate based on current volume.   
  
  It is extremely important to us that our customers be completely satisfied with our claim service.  If you have any questions after reading this letter, please contact the undersigned so that we can fully respond to any additional concerns.
  
  Sincerely,
  
  *******************
  Property Claim Supervisor
  
  Direct:    ************
  Fax:       ************
  E-mail:   **********************
  
  

  Customer response

  07/09/2024

  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.
  
  Hello Candy,

  This is an awfully watered-down version of the events that have transpired. Your team has communicated to me on several occasions that there is "nothing QBE can do" and that this is an issue I must resolve with "the bank" myself. Repeated requests to speak with you, specifically, have gone unanswered. I informed **** that I would be sending the information to him and received no response. I sent the information to ****, and again, heard nothing. Weeks passed as I tried and failed to get any information from **** - my "specialist" at ***. I then had to call the generic phone number provided by the California State Controller and go through several hops in your phone system to get to a person. It was only after I received your name from this phone call did any action come.

  I contacted you by phone, left a voicemail, and to-date I have never received a call back. I emailed you, and like the phone call, received no response. Instead, you (I'm guessing) had someone else contact me who was completely unqualified to take my call. He had no prior knowledge of what needed to be done with a case such as mine, could not transfer me to you or your manager, communicated that QBE sends checks to wrong address "all the time", and insisted that my only recourse was to continue trying to reach **** (who again was not returning email and was out of office again). I began this process with the BBB on July 1st and only heard from you on July 2nd. Please do not characterize these events as "business as usual" and place blame on where the email was sent. I was assigned to ****, he was absent from his duties. 

  When I contacted my bank, they were shocked QBE had not attempted to qualify this request by contacting me or confirming the company's information. QBE should be held accountable for their practices which make them prone to fraud, they should not be sending checks to people other than the insured and should have some kind of measure to ensure the person who is requesting payment isn't a fraud. From my experience, QBE is cutting a corner and putting the responsibility of fraud detection on their current/past customers. They are also making the process of addressing such fraud as difficult as possible in what I can only describe as a means to ensure the customer doesn't follow through with the request. 

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

  Business response

  07/16/2024

  TellJuly 15, 2024
  Better Business Bureau of ********* *************************************************** ***********************
  Re: Your file number: BBB WI CA ********
  Complainant: ***************************
  Claim number: 748641N
  Loss date: 04/26/20
  Policy number: QHP7964214
  Insured name: ***************************
  Insurance company: QBE Insurance Corporation
  NAIC number: *****
  Dear ****************,
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which
  issued Policy No. QHP7964214 to *************************** for the period 09/11/2019 - 09/11/2020 (the Policy).
  The purpose of this letter is to respond to the Better Business Bureau Complaint dated 07/10/2024
  regarding an inquiry for a claim involving a slab leak which caused ensuing water damage to home (the
  Claim) under the Policy. We will do our best to address the issues and concerns raised in the complaint
  letter. We understand that *************************** has provided additional feedback. The BBB follow up requests
  that we acknowledge the customer concerns and explain our actions to resolve the concerns.
  According to ****************** the check was fraudulently endorsed and cashed. First and foremost, Mr. ************ claim of fraud must be verified. The inquiry must go through the proper steps (as previously
  provided to ******************) to determine that fraud occurred. Our office alone is unable to confirm such facts.
  Therefore, this incident must be reviewed and investigated by the banks involved. Based on those results
  of the review completed by the banks, further investigation into the origin of the alleged fraud is likely.
  Attached to this letter is an email thread dated 5/28/2024 between ****************** and ********************************
  explaining the next steps process. Within this correspondence ****************** continued to dispute the
  process and requested resolution by QBE reissuing the check. The request to reissue the check was not
  approved. ****************** returned the completed documentation on 06/02/2024. However, ******************
  continues to communicate that he still does not agree with the process and expects the check to be
  reissued.
  It is not unusual for stop payment and reissue requests on claim stale dated payments (especially for
  checks that are multiple years old). The documentation provided to our office appeared to be in line with
  the facts associated with the claim. The check was reissued solely to the Named Insured, ***************************.
  Attached to this letter is an email sent by myself to ****************** which is time stamped July 2, 2024, at 8:54
  a.m. CST. This email was sent by me prior to having any knowledge of a BBB Complaint, which was
  received on my desk as of Wednesday, July 3, 2024, at 1:40 p.m. The allegation that our office is
  deliberately deterring ****************** from pursuing the next steps related to the improperly endorsed check
  are unfounded. ****************** has received timely responses from our office but remains in dispute of our
  position.
  Page 2 of 2
  As of today, July 15, 2024, the unauthorized endorsement of the check is under review by **********
  and PNC Bank. An update will be provided every 30 days by the ******************** Team until
  resolved. The recovery of funds is not guaranteed. However, should the banks confirm fraudulent activity,
  they will advise of next steps in the process.
  It is important to us that our customers be satisfied with our claim service. If you have any questions after
  reading this letter, please contact me so that any additional concerns can be addressed.
  Sincerely, ***********************
  Property Claim Supervisor
  Direct: ************
  Fax: ************
  E-mail: ****************** us why here...

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Re.: Insured(s): ***************************** Insurance Carrier: QBE Insurance Corporation Claim Number: QBEH-******** Policy No.: QHP4234525 Date/Type of Loss: 02/05/2024 (Water damage) Loss Location: *********************************************************** The insurance adjuster is unfairly delaying the appraisal process by rejecting my chosen appraiser in an attempt to avoid payment responsibility. On March 26, 2024, I invoked the appraisal provision of my insurance policy pursuant to California Insurance Code Section 2071 and nominated **************** as my party appraiser.On April 18, 2024, in response to my demand for appraisal, the insurer sent its consultant for inspection. I assumed this was part of the appraisal process, so I requested Mr. *** to meet the insurers party appraiser. When Mr. *** realized that the insurer's consultant was not the insurer's party appraiser, he immediately informed your consultant that he was the Insured's appointed appraiser (not the Insured's contractor) and that they should talk directly with the Insured for the intended inspection. I was with your consultant during the inspection process, showing him the damages.I appointed Mr. *** as my party appraiser on or around 3/26/2024, before your consultant's inspection on 4/18/2024. Therefore, Mr. *** was not involved in my claim before his assignment date. Although Mr. *** was present during your consultant's inspection, it was due to my misunderstanding that your inspection on 4/18/2024 was part of the appraisal process, which Mr. *** himself later rectified. The foregoing sequence of events does not alter the fact that Mr. *** is highly competent and disinterested, as defined in Section 2071 of the California Insurance Code. Nothing in the above sequence of events disqualifies Mr. *** from being a competent appraiser as defined in the insurance policy.

  Business response

  07/11/2024

  BBB of Wisconsin
  Attn: ****************
  *********************************************
  Email: ***********************************************
  Due to the nature of the insureds concerns and the ongoing investigation, we have sent the insured a
  written response to the complaint filed with the Better Business Bureau. The letter addresses the
  concerns raised by **************.
  After ************** formally requested appraisal, there was concern about the competence and impartiality of
  the appraiser selected by our policy holder. After further investigation and consideration, we have
  withdrawn our objection to the appraiser selected by **************.
  It is important to us that our customers be satisfied with our claim service. If you have any questions after
  reading this letter, please contact me so that any other concerns can be addressed

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim number 107874-P was filed on 5.21.24 regarding damage to our roof.A Desk adjuster was assigned to us *********************** 6-8-24 and there has been no response to several calls and voicemails, and emails. This has been an ongoing issue since 3-14-24 with no resolution.Proof of loss, estimates, pictures , and the adjuster has been to my location , we are requesting the claim be processed and settled asa[.

  Business response

  07/03/2024

  July 1, 2024
  Better Business Bureau of *********
  ***************************************************************************************
  Re: Your file number: ********
  Complainant: **************************************
  Claim number: 107874P
  Loss date: 3/14/2024
  Policy number: QHP5879577
  Insured name: *************************
  Insurance company: QBE Insurance Corporation
  NAIC number: *****
  Dear **************,
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which
  issued Policy No. QHP5879577 to ************************* for the period 05/05/2023-05/05/2024 (the Policy).
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin dated June 26, 2024
  regarding the delay in communication and request for coverage for roof repairs (the Claim) under the
  Policy.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the customer is not satisfied with the time it
  took for us to investigate/respond to the claim.
  In considering the Better Business Bureau of Wisconsin Complaint, we have reviewed the Policy and the
  claim information available to us.
  ? 05/21/24 Claim was filed for wind damage to the roof
  ? 05/21/24 Claim was assigned a desk adjuster, ***************************, who mailed out letter to
  acknowledge claim received.
  ? 05/22/24 *************************** contacted ********************* and explained next steps in the process and a
  request for a field inspection was sent
  ? 05/27/24 System error caused delay in assignment to the field
  ? 05/31/24 Field assignment accepted
  ? 06/01/24 Field adjuster, *******************, attempted first contacts to schedule an inspection
  ? 06/03/24 Field adjuster spoke with ***************** and scheduled an appointment for 06/05/2023
  ? 06/05/24 Due to the rain, the inspection was rescheduled to 06/06/24. Appears the roof was
  already replaced, and field adjuster requested photos of the roof before replacement.
  ? 06/06/24 Inspection was completed at the home, but roof was replaced prior to inspection and
  therefore unable to inspect for damages.
  ? 06/06/24 Desk adjuster was reassigned to ***********************.
  ? 06/08/24 Email from desk adjuster to insured and contractor to advise the claim has been
  reassigned and is under review
   
  ? 06/12/24 Damage report was sent back from the field to the Desk Adjuster for review and include

  photos of the roof prior to the replacement.
  ? 06/17/24 Quality Audit adjuster from QBE contacted ********************* and discussed the coverage
  concerns related to the roof replacement. **** confirmed no other damages to report.
  ? 06/26/24 Claim reviewed for coverage by desk adjuster and determined no coverage. Full denial
  was issued
  ? 06/27/24 *************, ***********************, called and spoke to insured and advised of the denial of
  coverage since we did not have the opportunity to inspect and therefore, we were prejudice in our
  investigation. The photos provided were blurry but did show the roof had granular loss consistent
  with normal wear and tear and prior repairs to shingles. We were unable to confirm hail/wind
  damage to the roof to support a full replacement based on the photos provided. It appears that
  the roof was in a repairable condition. The conditions section of the policy requires the insured
  present the damaged property.
  As of the date of this letter, the customer has been contacted and coverage has been explained. A formal
  disclaimer has also been mailed to the customer which includes all applicable policy language.
  Based on the review of all applicable information and claim timeline we have determined that our claim
  investigation was completed promptly and claim communication response time exceeds the state
  requirements.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you
  have any questions after reading this letter, please contact the undersigned so that we can fully respond to
  any additional concerns.
  Sincerely,
  *******************
  Property Claim Supervisor
  ***********************
  Assigned Desk Adjuster
  Direct: ************
  Fax: ************
  E-mail: **********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim with QBE around April *****th. I have had renters insurance with this company for over 5 years and have never had to file a claim until now. My home was burglarized and several small items were taken. I filed a report with the local police on April 24, 2024 for what I found that was missing at the time. A few more items were noticed later and my claims adjuster told me to take my time scanning my home to ensure that I did not miss anything. I submitted all of the documentation and photos that I could find to my adjuster, who then was supposed to forward over to a claims investigator which I assume is a third party company. I explained to My adjuster that most items were older and I was unsure if I would be able to find receipts. She stated that I could send pictures and/or receipts. I later received an email from the investigator stating that she needed more information and that she could not use the photos that I sent because they were not original photos. My firearm was taken, but I could not find the original receipt because Ive had it for a few years. However, I sent them a picture of the original case with serial number. There was a necklace that I did not have the receipt for again because I have had it for a few years. I did send them an original photo of the necklace and of me wearing the necklace. A designer bag set was also taken and although I did not have receipts for those I sent the insurance company a photo that we caught of the burglar with one of my bags on his back. I also sent an original photo of the other piece to the bag set that was taken in my closet. For the times I was able to find the receipts for I sent them in. I have made multiple attempts to reach both the claims adjuster and investigator via email and they phone. However, I have not received a response since may 31, 2024. No other communication has been received and I have left several emails and messages. QBE has given me the run around!

  Business response

  07/02/2024

  Page 1 of 2**************************************
  Phone: ************ ? Toll Free: ************
  www.qbe.com/us
  July 1, 2024
  BBB of *****************************************************************************************************************************
  Re: BBB ID# ********
  Complainant: ***************************
  Claim number: 106618P
  Loss date: April 24, 2024
  Policy number: PRH5808536
  Insured name: ***************************
  Insured location: ************
  ****, NC 27513
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Good afternoon:
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
  which issued Policy No. PRH5808536 to *************************** for the period of June 26, 2023, to June 26, 2024
  (the Policy). The purpose of this letter is to respond to the BBB of Wisconsin inquiry dated June 24,
  2024, requesting assistance with ********************** claim 106618P.
  In considering the BBB inquiry, we have reviewed the Policy and the claim information available to us. Our
  records reflect that on April 30, 2024, *************************** reported a claim for theft of her personal property.
  Our adjuster reached out to **************** to confirm the facts of loss as well as Ms. ******* list of stolen
  property. We have provided **************** with several updates throughout the claim process by both
  telephone and written communication.
  We have contacted *************************** multiple times via email and/or letters to request information as to her
  loss or to provide her with a status of her claim. We contacted **************** on 05/01/2024, 05/10/2024,
  05/14/2024, 05/20/2024, 05/21/2024, 05/22/2024, 06/18/2024, and 06/24/2024. We have also retained
  Enservio to assist with the evaluation of the personal property claim that **************** has submitted. Ms. ********** did not work with Enservio as requested. **************** provided us an email of a list of her stolen
  property which we then forwarded to Enservio for pricing. As of the date of this letter, **************** has not
  provided all the needed information to document the claim she is presenting.
  Please be advised that the Policy contains Duties After Loss requirements that state the insured must
  cooperate with us during the investigation of a claim as well as providing all bills, receipts and related
  documents that justify the figures in the inventory. Original receipts and/or valid proof of ownership have been requested to be provided to us. Should you have any question after reading this letter, please contact me so that any additional concerns
  can be addressed.

  
  Sincerely,*****************************
  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: *******************************************

  Customer response

  07/02/2024

  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.
  
  This response submitted by QBE is not true and is an attempt to cover their lack of communication with me.  I contacted QBE multiple times, left multiple voice messages for the claims adjuster and the Enservio representative. I also left a voice message for a manager at Enservio.  Both companies record their calls, and these calls that I made to them should be reviewed for accuracy.  I also sent several emails which I attached the screenshots to my first complaint to the BBB. You will see that most of the days reported in **** response to the BBB were mainly the days that I contacted them.  ***************************** contacted me after the claim was first submitted on May 1st, she replied to my email to her on May 10th, she did not respond again until I tried contacting her once more on May 14th, and her last date of contact was may 20th.  I have emailed and called her multiple times since then with NO response whatsoever.  The enservio representative *********************** took over and reached out to me on May 22nd. I replied to her email the same day. On may 31st she replied stating that the file was under review and she would get back with me the following week. From May 31st until June 27th I never received a response to emails, nor voice messages.  That is almost a month time span with no contact.  I even left messages with the operator.  All of the information that enservio requested  was submitted to them immediately! It was not until 2 days AFTER I submitted this complaint to the BBB that the enservio representative FINALLY contacted me via phone in June 27th! She explained why the photos and proof that I submitted were being rejected, and she walked me through how to submit them to avoid the rejections.  The once that was done she stated that she everything was now in order and she would begin processing my file, and she ensured that she would call me the next day (and email me around the same time prior to calling) so that I could give my statement.  She stated that she was scheduled to leave for vacation and wanted to process the file before she left.  However , I never received the email nor did I receive the follow up call.  As you can see in the attachments, I even have emailed her on 6/28 to confirm that she would still be giving me a call.  I never heard anything.  This is the continued pattern with this company.  No communication and/or lack thereof, but yet they claim I did not do my due diligence in submitting the required information and I did not work with them which is not true.  Although screenshots of emails have been attached to my complaint I am more than happy to Forward the emails directly to the appropriate party if need be.  Please lets be clear, my complaint is not about the time frame it has taken to complete this process. Although it has been very lengthy, I understand these things take time. My complaint is regarding QBE and Enservios lack of communication in responding to me and not being able to take my phone calls for a well over one month! I make payments to them on time every month and have been a member for nearly 5 years.  I have never filed a claim with them, and as customer I feel that I should be valued enough for them to at least follow through with what they say they willl do and to effectively communicate!! I should not have to call and email several times with no response! It is unacceptable!!

  Business response

  07/10/2024

  July 9, 2024
  BBB of *********
  **********************************************************************************************************
  Re: BBB ID# ********
  Complainant: ***************************
  Claim number: 106618P
  Loss date: April 24, 2024
  Policy number: PRH5808536
  Insured name: ***************************
  Insured location:
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Good afternoon:
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
  which issued Policy No. PRH5808536 to *************************** for the period of June 26, 2023, to June 26, 2024
  (the Policy). The purpose of this letter is to respond to the BBB of Wisconsin inquiry dated June 24,
  2024, requesting assistance with ********************** claim 106618P.
  In response to additional comments to the Better Business Bureau of *********. Please see the update
  below.
  Your adjuster ***************************** is currently awaiting the investigation by our representative ***********************.
  ******* reached out via email to **************** on 07/08/2024 stating we are currently pending an amended
  police report to reflect personal property she listed to her claim, so it matches what the police report states.
  ******* also provided dates and times to complete a recorded statement with ****************.
  Once we are provided the necessary documents to conclude our investigation, we can move forward with
  determining coverage.
  Should you have any question after reading this letter, please contact me so that any additional concerns
  can be addressed.
  Sincerely,
  *************************

  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: *******************************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/22/2024 I cancelled my Home Owners Insurance Policy with QBE. I spoke with *********************** from QBE on the phone to have the policy cancelled. The policy had already been paid in full to cover a year of insurance and it would have renewed on 3/9/24. Since I cancelled the policy early, QBE owed me a refund for the remaining time that I would not be covered by them and had already paid for. *********************** advised I would receive the refund, but I would need to allow up to 45 days for the refund to arrive via **** mail. *********************** sent me an email confirmation confirming the cancellation of my policy and advising the refund will take up to 45 days to arrive. I have sent a few follow up emails to *********************** and QBE customer service, but nobody will respond to me. It has been well over 45 days since I cancelled my policy and I have yet to receive my refund for service that were no longer offered to me due to the cancellation.

  Business response

  06/12/2024

  Tell uJune 12, 2024
  
  Better Business Bureau of *********
  *****************************************************************************************************************
  
  
              RE:    Complaint ID:             21791578
                         Complainant:              *********************************
                         Issuing Company:       QBE Insurance Corporation
  
  
  Dear Investigator:
  
  This letter is in response the Better Business Bureau of ***** ******** sent on behalf of ********************************* (the insured) regarding a homeowners insurance policy (the Policy) issued by QBE Insurance Corporation (QBE). Millennial Specialty Insurance, LLC (MSI) is the program administrator for QBE and provides the following response on QBEs behalf.
  
  Upon receiving the Better Business Bureaus inquiry on June 5, 2024, a representative of MSI reached out to the insured to verify his email address and his requested cancellation date of the Policy. Pursuant to this conversation, the Policy was cancelled,and a refund was requested on June 5, 2024. MSI has requested an expedited refund.
  It is always our intention to provide the best service possible. We believe that Mr. ********** issue has been resolved but remain available to address any additional questions or concerns.
  
  Thank you!
  

  Customer response

  06/12/2024

  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.]

  Hello, 

  Efforts have been made which is a great start and I am thankful. I see a refund has been expidted to me per the response from QBE and per the person I spoke to over the phone. Once I receive the refund, I will consider this issue closed.

   

   

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

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  QBE was my renters insurance for my home I was living in during half of 2023. August 26,2023 my rental was destroyed with all my belongings as a result from an electric fire. I reached out to QBE to file a claim and prepared a full report of items lost which included close to 85% proof of ownership. This claim was filed on 11/15/2023. It is now almost 5 months later and my claim has yet to be resolved. I have provided the fire report, two recorded statements, numerous receipts and photos. Made an extensive list of lost personal items, spent hours searching for receipts since those I had were destroyed in the fire. I was told by my adjuster they would not help with following up with proof of purchase. Such as a few pieces of art that I have proof from the artist stating the year painted and price paid, as well as the price to replace. I have done my due diligence and QBE has made what was already a traumatic event even more stressful. They did pay the limit of $1500 for one piece of jewelry valued at $5500 which I had proof of. The remaining items which is close to $22,000 they have stopped responding to my requests via emails and voicemails. I have reached out to a few lawyers who informed me this is in Bad Faith on their part. Since my insurance was paid at the time of the fire, I had a contract with their company to cover any losses I may incur during that time. I have replaced a majority of my personal items with my own money. I have stated to my adjuster, ********************* that I have provided everything he requested and spent close to 40 hours in doing so. I find it very frustrating that now in order for me to receive any response I must turn to BBB and seek legal help at my cost. For anyone who has experienced a total loss in a home fire the last thing you want to do is having to argue against a company you pay to protect you in case of a tragic event like the fire I experienced. No individual should be treated like I have from a company I paid to protect me.

  Business response

  04/18/2024

  April 18, 2024
  Ms. *************************
  BBB of *********
  *****************************************************************
  *********, ** 53214
  Re: BBB ID#: ********
  Complainant: ***************************
  Claim number: 916292N
  Loss date: August 25, 2023
  Policy number: PRH6241017
  Insured name: ***************************
  Insured location: 30 *******************
  ******, ** 98833
  Insurance company: Praetorian Insurance Company
  NAIC number: 0421225
  

  Dear ********************:
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
  which issued Policy No. PRH6241017 to *************************** for the period of 08/20/2023 to 08/20/2024 (the
  Policy). The purpose of this letter is to respond to the BBB of ********* inquiry dated April 14, 2024,
  requesting assistance with the above referenced claim 916292N.
  In considering the BBB inquiry, we have reviewed the Policy and the claim information available to us. Our
  records reflect that on November 15, 2023, *************************** reported a claim for a fire loss to her personal
  property. Our adjuster reached out to **************** to confirm the facts of loss as well as ****************** list of
  damaged property. We have provided **************** with several updates throughout the claim by both
  telephone and written communication.
  Please be advised that the Policy contains Duties After Loss requirements that include cooperating with us
  during the investigation of a claim. These duties have been outlined in letters sent to **************** on February
  2, 2024.
  We are pleased to report that the parties have settled the above claim as we have just recently received
  everything needed to complete our investigation.
  Should you have any question after reading this letter, please contact the undersigned so that we can fully
  respond to any additional concerns.
  We appreciate your attention to this matter.

  Sincerely,
  *************************
  Claims Supervisor
  QBE
  Direct: ************
  Fax: ************
  E-mail: *******************************************

  Customer response

  04/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

  Customer response

  04/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The claim # ******** that was filed needs to be reopened as MSI/QBE has not resolved the payment as of today (4/10/24). ************************* with MSI emailed me stating that the payment was mailed and i should be getting my payment in 3 weeks on 3/19/24. i have not received any as of today and when i called MSI i was hung up twice and i was given a run around by ***** (from Claims processing and he would not give me his last name) and would not transfer me to ************************* and stated that *********************** is the desk adjuster now and his supervisor ************************* are responsible and would get back to me when they find time. I want to get my payment so i can repair my home in a reasonable amount of time and not to see my house be dilapidated and sink without repairs. I also filed a claim with Maryland BBB and then i realized i had registered the complaint with you first as QBE is based in **. Please help.

  Business response

  04/18/2024

  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America, which issued Policy No. PWB5423391 to ********************* for the period December 20, 2023, to December 20, 2024. Millennial Specialty Insurance, LLC is a claims administrator for the above listed insurance company, and Alacrity Solutions is performing independent insurance adjusting services for the claim on Millennial Specialty Insurance, LLCs behalf.   
  The purpose of this letter is to respond to BBB request dated April 11,2024, regarding payment for the claim submitted for water damages (the Claim)under the Policy.
  On April 12, 2024, upon receipt of the BBB complaint, which stated that payment had not yet been received and that ************** is unable to get a returned call from the adjuster or supervisor, the adjuster called *************.  The adjuster informed ************** that it was discovered that the check had been returned due to an incorrect address.  ************** confirmed that the address the check was mailed to was correct.  The adjuster also consulted ****** Maps to confirm that this address does exist.  The adjuster advised that he would have the check reissued as soon as possible.  Additionally, on the 12th, supervisor, *************************, called ************** and left a voicemail acknowledging the BBB complaint and requesting a return call.  **************** stated on the voicemail that a stop payment would be initiated and that the check would be reissued as soon as possible. 
  The check was reissued on April 15, 2024 and sent expedited mail to **************.  There is no claim documentation which suggests that ************** was attempting to contact the adjuster/supervisor, although her call attempts cannot be confirmed.
  Upon receipt of the check, this complaint should be satisfied.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had insurance coverage with this company for the last few years, back in October of 2023 I contacted our agent to have them add my daughter to our insurance and then again in December to remove my adult son from our policy as he no longer uses our vehicles or lives in our household. They are refusing to remove my son from our policy without proof of other insurance which he does not have because he doesn't have a vehicle. I was also informed by the agent that the insurance company did not add my daughter when our policy renewed (not sure if she was ever added to begin with) I received notice from the insurance atating policy changes do which they are charging me from $503/month to now over $900 and per the agent it is due to her not being added when the policy renewed and from what I can understand due to backpay on the policy. I have every email between myself and the agent stating that he added her and removed my son at one time but now is saying they won't let him remove him from the policy. I have never had an issue like this where they are refusing to remove someone. Also am unable to get ahold of anyone at the insurance company as they always redirect my call to the agent

  Business response

  03/13/2024

  Good Morning, 

  QBE is committed to providing its customers with high quality products and services; however, the attached complaint doesn't appear to be related to any of the services we provide. We kindly ask that the BBB remove this complaint from our record.

  If the insured has any documentation that can assist us in locating a policy and or claim that is related to QBE we encourage them to send the information in for review. Otherwise, unfortunately we are unable to assist. 

   

  Thank you,

   

  Complaint Coordinator

   

*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. ↩