Complaintsforbelairdirect

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unfortunately, my most recent claim ********** is not going very smoothly. I feel like it is being mishandled, with me getting the runaround. Belairdirect is also attempting to backpedal on their initial repair estimate, to try to lower the payout (*** ***********). On Dec. 18, 2023, I saw damage on my front bumper (hit-and-run). I promptly filed a police report and opened a claim. The adjuster, ********* *****, said that, due to age and mileage, my car is a possible total loss. I protested, insisting it be repaired (citing excellent condition for age). She then said they will book an appraiser to come out to my chosen body shop, and I’d hear back in a few days. She asked for several photos of the car and damage; I obliged. On Jan. 4, 2024, I called her, having to re-explain re: fixing the car instead of writing it off, feeling like I was going in circles. She said I’d hear back in 7-12 more BD once they book an appraiser. The next day, I went to my body shop to start an estimate from their end. They took photos just like those I sent the adjuster; I found this odd. On Jan. 11, an email came from Belairdirect saying my car is repairable, with the estimated cost being $1,410.10. I called and was told I’d get a check for that amount minus the deductible (so $910.10) to endorse and hand to the body shop; it came a few days later. On Jan. 19, however, I got another email like the Jan. 11 one, but with an estimate of only $1,202.66. I called but got no clear answer why. Per the agent’s advice, I emailed my adjuster. I called her the next day; she said she’d check with the appraisal team and get back to me. On Jan. 24, I called her again. She said they made a mistake on the first estimate; the new amount is the final one. I said this was unacceptable (as it wasn’t my error), and that I’d open a formal complaint. After putting me on hold, she said she escalated it to her manager and would get back to me on Friday Jan. 26; as of Wednesday noon, she has not.

  Business response

  07/02/2024

  
  We were able to contact the customer and have reached an understanding. Their complaint has now been resolved.

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Someone called me Friday evening to say that the original estimate ($1,410.10) is valid and would be honored; however, when logging in and looking at my claim online in the interim, up to and including this morning, the estimate still shows as $1,202.66 (*** ******** **********). I also requested a different adjuster. Belairdirect has failed to rectify the issue. 

  I request that Belairdirect honor its verbal commitment and adjust my repair estimate, and I would like an email confirming this from them. 

  Please note that, failing this avenue, I will have no choice but to use the formal complaint route.
  
  Sincerely,
  
  ******* ******* ***********

  Business response

  23/02/2024

  
  It’s unclear why the incorrect estimate amount is showing on the app and we apologize for any confusion. Please note that it has been confirmed that the correct estimate amount is $1410.10 and a Unit Claims Manager will reach out to the customer to advise of this in writing as per their request.

  Customer response

  27/02/2024

  Re: BBB Complaint ID ********

  Good evening,

  As mentioned in the latest response, an agent did reach out and explained / cleared it up. The insurance company will honour the original estimate. Consider this complaint resolved.

  Thanks for your help! 

  Best,

  ******* ******* ***********

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We changed insurance companies for a better offer in November 2023. Today, in December 2023, we received a letter saying our insurance was at risk of getting cancelled because we missed a payment and we have to pay the amount for the year in full in one shot. We called them to inquire what the issue was and they said the bank said it was invalid. Which is weird because we never had any issues with the account when we were with other companies. I said after we speak to the bank and get the issue resolved, can we go back to paying monthly? He said no, we have to pay the full amount in one shot. We said we found it unfair that they ask us to pay it one shot without any warning or anything and they said they sent an email and letter. We told him we didn’t receive any warning letter nor did we see an email from them in our emails. He said it’s not his fault it’s in the record that it was sent. We asked for verification of the account number and email and everything checked out. Everything was correct but we just didn’t get anything. ** *** ****** ** **** *** *** ********** **** ** **** *****. I asked if I can speak to a manager he said he was the manager and then started to become ****. So we said can we speak to an employee instead cause he was getting **** and he said yeah and then hung up the phone on me. We went to the bank to see what the issue was and the bank said that BelAirDirect is not set up with them. If BelAir wasn’t setup with them, shouldn’t they have said that in the first place? Pretty much the first day when they took the bank information and everything. I just called back looking for the manager and they told me that managers don’t pick up the phone to speak to customers. You have to make an appointment to speak to them. So it seems like somebody was posing as a manager and refusing to provide any help to us. The bank and BelAir not be setup doesn’t make sense cause one of our other policy is setup with the same bank and never had any issues. ********.

  Business response

  05/01/2024

  
  We were able to connect with the client and confirmed that we have reinstated his policy and we will maintain monthly payment for his next renewal.

  Customer response

  08/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory. We were given a deadline to make the payment and they decided to reach out after the deadline which left us no choice but to comply with them in order to keep our policy. We received an apology but not from the person that was suppose to apologize. This complaint can be closed though as it seems like nothing more can be done here. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A tree fell on my car. And then when they towed my car to collision place in Newmarket they left car out in rain with no windshield. Now there is body damage and water damage. Belair direct declined my claim because they said the car was my son’s. The car is mine and I pay the insurance. Son borrowed the car and tree fell on car when car was parked. Belair said I gave false info and I never said for sure who drove the car because I was so stressed out and later I remembered son borrowed the car. My son was trying to help me through all this because of my anxiety and stress. After almost 4 months Belair declined my claim. My son went to collision place and had car towed to a different place to have a windshield put in because the collision place wanted over $1,500.00 to replace windshield. The other place was about $450.00. I went to get the car and drove it home. I feel the insurance should be paying for the damage from the tree and the water damage in the car. Since I’ve been paying for car insurance all along. They have caused so much emotional distress over this I would like to have my car fixed and insurance cover expenses like they are suppose to. Thank you BBB for any help.

  Business response

  14/12/2023

  One of our claims managers was able to review the concerns brought forth by our client. We our maintaining our position to deny the claim based on misrepresentation by the insured. Should the client wish to escalate his concerns to the second level of our established complaint handling protocol, he can do so by calling us at 1-866-405-6763 or by email at *******************@************.com. To learn more about our complaint handling protocol, the client can also visit: https://**************************************************

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My car should be covered. It is my car and I pay for the insurance. The car is insured and should be covered for damages. 
  
  Sincerely,
  
  ***** ******

  Business response

  20/12/2023

  We have reviewed the client’s most recent rejection to our response. The client has the option to escalate his concerns to the second level of our established complaint handling protocol by calling us at 1-866-405-6763 or by email at *******************@************.com. To learn more about our complaint handling protocol, the client can also visit: https://**************************************************

  Customer response

  27/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Obviously BBB is not helping in any way. I will try to figure this out. Belair are just not very nice people and one of the worst insurance to have. So I am now told. After having years of insurance with them. No one was in the car when the tree fell on it. I have insurance. It should be covered.

  Frustrated and deeply peeved and upset with this company. 
  
  ***** ******

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My auto insurance policy was cancelled because belair said I missed a payment. They said they sent a registered letter to inform me of the situation and gave me time to pay or else they will cancel. The thing is I did not receive this letter. There are so many things that might have happened regarding why I did not receive this letter. It might have been placed in another mailbox or placed in the apartment next to us, I do not know. Come December, I receive this letter that it was cancelled and i have to pay the balance. I did pay the balance already, that's done. However, they cannot reinstate me back to my insurance due to the circumstances of not paying. My payments were auto deduct from my debit. I just wished someone called me or emailed me as well so that I would have known. Emails are more accurate than mails. It's not my fault I did not receive their mail, they should have called or emailed me. Now I have to find another insurance policy and it is so inconvenient. Now i have to pay more! I did not choose for this to happen, their communication system is just not working.

  Business response

  13/12/2023

  
  While we appreciate the client’s feedback pertaining to the notification issued in regards to the cancellation of the policy, we are legally bound to notify our clients of the cancellation of their policy by registered letter. Our investigation uncovered that the registered letter regarding the cancellation for non-payment was never delivered by ****** ****. Fortunately, we determined the cancellation should not have occurred as there was an issue with the withdrawal from the client’s account in the month of September. We are continuing to work with our client to remedy the situation. 

  Customer response

  13/12/2023

  
  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.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  25/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 4, I called into cancel my policy effective the following day. During the cancellation process, I was told that $110 would be my cancellation fee and would be withdrawn later on in October. My payment comes out Oct 5, so I SPECIFICALLY asked the agent handling my cancellation whether this payment would still go through and she said no. The following day, the payment DID come out of my account, so I called, and they said because I cancelled the day before the payment had already been processed and they couldn't cancel it and I should expect a refund. I called several times since then as it STILL had not been processed, and yesterday the $110 cancellation fee came out. I keep being told different things (one person told me it takes 5-10 business days - which has passed, now they're telling me to wait longer because they are not sure if they owe me a refund which is NOT what I was told at the time of cancellation). Literally everyone there tells me something different and doesn't know what's going on. **** ******* ** * ***** 

  Business response

  31/10/2023

  
  We were able to contact the customer and have reached an understanding. Their complaint has now been resolved.

  Customer response

  01/11/2023

  
  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.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  18/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a collision with a minor car damage with no liability. A claim has been opened on May 18th, 2023, and the claim number is **********. An estimation has been completed and the the amount is $5,000. I was calling and emailing the company since the date of the estimation asking to proceed with the repairs with no results or clarification about the delay reasons. After five months now, the rust on the hit spot starts to accumulate and that may cause additional damage to my vehicle and decrease its value. Thank you and best regards.

  Business response

  25/10/2023

  
  We were able to contact the customer and explain the misunderstanding. Their complaint has now been resolved.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received correspondence, indicating that my car would be fixed and fully covered by the insurance company and 15 days later they indicated that they will not do any repairs on my vehicle. I would like the insurance agency to follow the correspondence dated September 19 and resolve this issue as soon as possible.

  Business response

  18/10/2023

  We were able to contact the client and are working to resolve their concerns; The client is disputing the scope of repairs for his vehicle. We have determined that a portion of the damages are unrelated to the accident. We’ve requested a mechanics diagnostic report to support the client’s assertions, however the client has refused to provide one.  We invite the client to follow-up with his adjuster with the supporting report so we can review it to determine if further damages will be covered. 

  Customer response

  19/10/2023

  
  Subject: Complaint Against Belair Direct and ****** Insurance
  
  Dear ******* **
  
  I hope this letter finds you well. I am writing to file a formal complaint against Belair Direct and ****** Insurance regarding a claim issue that has been ongoing since September 19, 202*.
  
  On the aforementioned date, I received written correspondence from Belair Direct and ****** Insurance, in which they indicated their commitment to honour a specific claim. However, to my dismay, just 15 days later, they inexplicably reversed their position and are now refusing to fulfill their initial commitment.
  
  In my efforts to address this matter, I spoke with a senior adjuster today, who informed me that they would escalate the issue further. Regrettably, the senior adjuster also made it clear that there is no intention on their part to honor the original claim as stated in their initial correspondence.
  
  This situation has left me both frustrated and disappointed. I believe that Belair Direct and ****** Insurance should be held accountable for the commitments they make to their policyholders. The abrupt change in their position has caused me financial and emotional distress, and I believe this is a breach of our contract and their obligation to provide the coverage they promised.
  
  I kindly request the Better Business Bureau's assistance in mediating this matter and urging Belair Direct and ****** Insurance to honour the original claim as per their communication from September 19, 2024.
  
  Enclosed with I’m my original you will find copies of all relevant correspondence and documents pertaining to the claim in question. I trust that your organization will handle this matter with the diligence and impartiality that it warrants.
  
  I eagerly await your response and hope for a swift resolution to this dispute. Please feel free to contact me at ******@****.ca or ********** should you require any further information or clarification.
  
  Thank you for your attention to this important matter.
  
  Sincerely,
  
  ****** ******** 

• Initial Complaint

  13/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an accident in 5th September, I called my insurance which is belairdirect, they refused to assist me because I missed one payment. They told me to pay them first after that they will see what they can do about that. I pay them after having the money they advise to subscribe to another policy insurance, and the car isn’t for me I take the car in financement.
  

   

   

   

   

   

  Customer response

  13/09/2023

  I had an accident in 5th September, I called my insurance which is belairdirect, they refused to assist me because I missed one payment. They told me to pay them first after that they will see what they can do about that. I pay them after having the money they advise to subscribe to another policy insurance, and the car isn’t for me I take the car in financement. So my complain is that I want belairdirect to give me my car back 

  Business response

  19/09/2023

  
  We were able to connect with the client and provided them an option to reinstate their policy.  We await the client's decision on how they wish to proceed.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September 2022 I called bel air direct to add a van to my insurance. A price was provided and I was told that because the October bill was going to be printed within 15 days the new amount would not apply until November. My account was set up as a pay in advance, meaning that the November bill would be for December insurance plus October’s bill for the new vehicle. When the November bill came out the amount was much more than what was quoted. I proceeded to cancel the insurance prior to December making the November bill unnecessary as I pay in advance. I attempted to call bel air multiple times to settle the matter but their agents were unable to help or even attempt to understand my issue. Within a month the account was sold to a collection agency, who has no information about the account other than it being sold to them. The most I could owe them is 85 dollars and they are attempting to collect 275.

  Business response

  18/05/2023

  
  We were able to contact the customer and have addressed their concerns.

  Customer response

  18/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: they did not attempt to work with me in any way or admit any wrongdoing 
  
  Sincerely,
  
  ***** ******

  Business response

  18/05/2023

  Our representative provided the client a breakdown of the premium changes associated with adding a vehicle to their policy. No errors were found and we were able to determine that the client was correctly advised at the time of the change. Should the client remain dissatisfied, they have the option of escalating their concerns. If they choose to do so, we invite them to reply to the representative they corresponded with previously of their desire to do so. 

• Initial Complaint

  31/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Belairdirect customer since Nov/15. In Feb/22, we obtained home insurance for a newly purchased detached house. On Sept 26/22, we observed sudden cracking in our ceiling following a heavy storm. On the date of loss, I reported the damage to Belairdirect and sought advice on submitting a claim. The agent, after reviewing my policy and asking questions, thought this would be covered under our policy, opened a claim, and forwarded the information to an Intact adjuster. The adjuster contacted me the same day and set up a site visit. On or around Sept 28/22, the contractor visited our home and assessed damage. Following this, we were notified on or around Oct 3/22 that Intact approved the claim. Containment work followed for one week. On or around Oct 13/22, Intact reversed the claim approval and said the skylight was installed improperly with attempted repairs. On Oct 15/22, I received an automated notice that provided an explanation for claim denial different from the previous explanation. On or around Nov 10/22, I obtained a second assessment of the roof. This assessment disputes the original reason for claim denial. I escalated the matter to the Unit Claims Manager who indicated that the error made by the adjuster was that she approved the claim without the roofer assessment. She offered a third assessment. I accepted with four conditions (i.e., by end of Dec/22, specific dates, mutually determined subcontractor, full explanation for claim denial), which were all ultimately accepted after some follow-ups by me. At this point, the Manager indicated that the claim was originally approved because the adjuster failed to review my policy. This contradicted previous explanations. Condition #3 for a third assessment was not satisfied by Intact despite being agreed to, and this nullified our agreement on a third assessment. I have obtained an independent estimate for repairs, which totals $8,659.32. A detailed chronology is available.

  Business response

  09/02/2023

  
  We have been in contact with the customer regarding their concerns. We have explained why we are maintaining our position regarding the claim denial and have provided the client with next steps should they wish to pursue their concerns further.

  Customer response

  09/02/2023

  Complaint: ********

  Thank you to Belairdirect for responding to my January 31, 2023 complaint on February 3, 2023 via email. 

  In the Belairdirect (“Intact”) email response from February 3, 2023, it is stated that Intact understands I was “not happy with our process for setting this up the 3rd inspection.” This is false. We were, in fact, in agreement on a process for setting up a third inspection and with four conditions. Intact violated one of these conditions and it was at that time that I withdrew support for the third inspection. 

  To clarify my position, I believe that Intact has mismanaged this claim through multiple acts of negligence. Specifically, Intact has: 

  •Reversed a claim approval using an incomplete roofer’s inspection
  •Used a roofer’s inspection that did not definitively conclude a cause of loss
  •Added new reasons for reversing the claim approval after already explaining that the claim was denied due to the reasons provided in the roofer’s report (i.e. “improper installation of the skylight and/or the age of the skylight”)
  •Maintained the claim denial after a second and more thorough inspection disputed the findings of the first inspection
  •Maintained the claim denial on the grounds that the second inspection did not determine how water was entering the home, despite that the first inspection also did not determine how water was entering the home
  •Admitted that it did not review the terms of my policy before approving the claim, and this was only stated after being asked which inclusion for water damage was applied to the original claim approval
  •Agreed to four conditions for a third inspection, and then violated one of those conditions
  

  Intact has offered a third assessment to be obtained by me. This is not an acceptable offer, and now risks only further delaying repairs. Given the mismanagement of this claim and how it has prejudiced the ability to obtain timely repairs, I believe it is reasonable to request that the claim approval be reinstated. This is in addition to the fact that I have been a loyal customer since 2015.
  

  If a claim approval cannot be reinstated, I am prepared to assume responsibility for all repairs and any newly damage discovered (e.g., mold) associated with this claim in exchange for $8,659.32. Hopefully we can resolve this matter amicably through the Better Business Bureau and not be escalate further. 
  

  I ask that Belairdirect please respond to this offer through the Better Business Bureau and within five (5) business days.

  
  Sincerely,
  **** ********

  Business response

  13/02/2023

  
  Unfortunately due to privacy considerations we are not able to discuss the claim in a public forum. If the client has ongoing concerns, we invite him to contact the claims representative he was speaking with previously.

  Business response

  21/09/2023

  The client contacted us to open a claim regarding a leaking skylight. We were able to determine the cause to be related to faulty installation. A denial was issued in November 2022. The client provided their own independent report, however it did not address how the water was entering the home. A claims manager reiterated the claim denial in February 2023, however offered an opportunity for the client to hire a roofer to complete an inspection which would meet our requirements. To date, no further inspection has been received. The claim is now closed.  

*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. ↩