ComplaintsforWawanesa Insurance

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an older 4 level split in ******** ******* on December 08, 2023. Prior to purchasing the home, I had a home assessment done by an approved assessor hired by the lending agency. The assessor provided a thorough and detailed report of which cost over $500 dollars - all was fine with the lending agency and all appeared fine I purchase home and fire insurance from Wawanesa through Brokerlink, as this has been my go to insurance agency for a number of years.On December 15, ******************************************************************** ********. On this or around this date, the plumber was called as I had noticed water on the office floor located in the basement. The plumber who was on site was asked to investigate and when he reported back his preliminary findings were that the kitchen drain was leaking and had to be repaired. I took pictures at the request of the plumber incase I was planning to file a claim of damage to my Wawanesa Home Insurance which I did. When I called a claims officer about the water lead and the apparent damage the agent ask me to estimate the amount of damage and I had indicate an amount that the agent recommended I not file a claim given the amount I thought might be the cost for repairs (this cost was purely a guess). The Agent discouraged me from filing a claim for 2 reasons, first the deductible was $1000, and my out of pocked cost wouldn't be that much. Second, the agent advised that my annual insurance costs would go up over several consecutive years nullifying any benefit to me, and that this puts a blemish on my file for having filed a damage claim. Later as it turned out, the water damage was far more extensive and greater than I guessed at given all I was reporting on December 15 was a very preliminary guess but it wasn't until the contractor got into the damage was the true cost known i.e., $19,000+. Wawanesa denied the claim outright and has abandoned me in my time of great need. Sad and very disappointed.

  

  Business response

  02/22/2024

  Good morning,

  Please be advised that BBB Complaint ID ******** will be handled by our ******** office as ***************** Wawanesa branch does not have access to ******** claims/ policies. 

  We have forwarded a copy of the complaint to our ******** liason for assignment / handling. 

   

  Thank you, 

  Customer response

  02/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************************
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got insurance with wawanesa through a broker for an audi 2007. I was asked to bring a mechanic inspection paper which I couldn't get because my car failed inspection. 15 days with insurance I cancelled and I had asked my broker ******************************* if I would be charged and what it would come out to. She never responded to Mt emails or to my calls. I was then charged 498$ on November 27th 2023 which is the payment they would take the first month ad a double payment.I will give them time to respond or I will filr a chargeback

  

  Business response

  12/06/2023

  COMPLAINT ID ******** has been forwarded to our office in ****** for handling.  The U.S. Branch does not have access to any claims or policies for ******.

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen from me last year in the month of May. The car is a 2016 ***** ** ******* and my insurance is Wawanesa of *** *****. I am in the middle of an insurance claim and with history of wrongful actions based on Wawanesa I am making this report today asking for help in the completion of my claim. My claim # is *******. I have reports with DMV Investigations of *** ***** ** that investigated and deemed my car to be stolen along with a fraudulent lien sale of the vehicle. I am actively making all payments since the theft of my vehicle and in no way have possession. My car was fully insured at the time of the theft and in no way do they have reason to decline my claim. I have gone to *** ******* Police Department, Department of Justice and POST (Peace Officers Standards & Training) as well as the FBI. The FBI told me my vehicle is either in ****** or cut up in a million pieces verbatim. I bought this vehicle directly from ***** as a certified pre owned vehicle and have only had it serviced at Lexus. This is very expensive, in total roughly $****** - $****** of my money has gone into this vehicle and I have all receipts and invoices regarding. Wawanesa has once denied one of my claims prior and I am asking BBB for help to hold this insurance company to their obligations as I have all necessary documentation for a rightful claim. The police has had me mail an official demand letter via certified mail I have done so. My policy number on the vehicle is ******** my vin # on the vehicle is ***************** my license plate # is ******* the ********** DMV has put a block on the title of my car from being transferred until I get the return of my vehicle. I am very tired of being a discretion of this multi million dollar insurance company and have every right to file a claim with BBB as such. Again to shorten things my car was stolen & insured, it has been reported and investigated with law enforcement. I am in the middle of and insurance claim. My name, **** *****.

  

  Business response

  09/29/2023

  Dear **** *****,
  We are in receipt of your inquiry submitted to the Better Business Bureau regarding the above
  referenced claim. They have requested we respond to you directly.
  We have reviewed the matter in its entirety. Questions arose during our efforts to substantiate the
  claim that we are required, by regulations, to refer to the Special Investigation Unit (SIU). A
  review of the investigation to date indicates that the investigation is compliant with the
  regulations. While we understand that you may not agree with lines of inquiry and feel that the
  questions are only related to you personally, we can assure you that the questions are relevant.
  We are required to conduct a thorough investigation; these questions are both reasonable and
  necessary to complete a thorough investigation. Please note we may request additional records
  and follow-up interviews with you, or other witnesses as needed as additional information
  becomes available. We appreciate your cooperation and look forward to resolving this matter as
  soon as possible but can only do so once the required investigation is completed.
  We apologize for any frustration you experienced during the handling of your claim and thank
  you for the opportunity to respond to your inquiry. If you have any questions or wish to discuss
  this matter further in the meantime, please feel free to contact me at the number listed below.
  Sincerely,
  WAWANESA GENERAL INSURANCE COMPANY

  

  Business response

  10/06/2023

  We received your follow-up correspondence, dated September 29, 2023.
  As we’ve previously explained, we are required by statutes and regulations in the State of
  ********** to investigate and substantiate any claim that is submitted for reimbursement. These
  regulations were put in place to protect the interests of all of our policyholders and the public in
  general.
  While we understand that Mr. ***** may see this as an unfair process, we are doing what we are
  required to do to fully substantiate the facts of the claim. Our investigation is still pending so we
  have not yet made a decision on this claim, however, we are in regular communication with Mr.
  ***** to move our investigation towards completion.
  We are unable to provide further details regarding the claim in this forum, but again, have been in
  regular communication with Mr. ***** as to the status of our investigation and working towards
  completion.
  If you have any questions or wish to discuss this matter further in the meantime, please feel free
  to contact me at the number listed below.
  Sincerely,
  WAWANESA GENERAL INSURANCE COMPANY

  Customer response

  10/19/2023

  I’ve never stated anything was unfair, I’ve answered all questions and given all documents as requested. Thank you all for your time. I am still current on my payments of this vehicle to this day. As you can see the attached document this has already been investigated by Law Enforcement and they determined my cat was stolen along with a fraudulent lien sale of the vehicle. Both of these crimes are against the law and I am the registered owner of this vehicle without possession. Best Regards

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an auto policy with Wawanesa. I filed a claim for an accident in May 2023, which has not been paid out yet and I have not been able to get my vehicle fixed because: Wawanesa adjuster ***** ****** would not allow me to choose my own body shop for repair. I was told on June 5 that an assignment could not be set up at *** since I was choosing an auto body shop that was out of their network. Wawanesa told *** on June 21 that they would not approve any supplements submitted for repairs and then told the body shop not to fix my car. On June 22 I was also told by *** that Wawanesa would not pay for certain repairs. Therefore, the amount that Wawanesa is willing to pay is not sufficient to cover the cost of the repairs. My cost of repairs totals $********. Wawanesa is only willing to pay $********. Applicable Law: ********** Insurance Code §758.5 states that: "If the vehicle is repaired in a shop chosen by the consumer, then the insurance company must pay the reasonable costs to repair the vehicle made in accordance with accepted trade standards for good and workmanlike automotive repairs." "The insurance company is prohibited from limiting or discounting reasonable repair costs based on charges that would have occurred if the vehicle had been repaired at the company’s recommended repair shop. Also, the insurance company must stand behind the repairs of the recommended shop if the vehicle is not repaired properly." (e) No insurer shall: (1) require that an automobile be repaired at a specific repair shop; or, (2) after a claimant has chosen an automotive repair shop, suggest or recommend that the claimant select a different repair shop, except as permitted by ********** Insurance Code section 758.5.

  

  Business response

  08/18/2023

  We are in receipt of your letter dated August 12, 2023. The Customer’s Statement of the Problem
  was attached.
  The consumer filed a complaint citing “repair issues” due to a disagreement on the cost to repair
  her vehicle, which was damaged in a November 28, 2021, accident.
  When the consumer filed the claim, she chose her own body shop to do the repairs. We set up a
  field inspection, spoke to her chosen shop, and advised them our appraiser was coming out to the
  shop to inspect the vehicle. The shop mistakenly thought they were a part of our preferred network
  of shops and wanted us to use their system to send them an assignment so they could write an
  estimate, but we advised them we were not set up to send the assignment through their system and
  we would need to send out an appraiser to inspect the vehicle. The shop sent us their estimate and
  we wrote our own estimate after the appraiser inspected your vehicle. There were some differences
  between the two estimates that we worked out with this shop, and they agreed to handle the repairs
  to the consumer’s vehicle.
  Our adjuster emailed the shop with a copy of the original estimate, and we issued a payment to the
  consumer. In that email, the adjuster advised the shop to follow the instructions on the top of the
  estimate for any supplements that might arise. The consumer informed us that they did not want to
  accept a payment from us and so we voided the initial check, and we called the body shop to inform
  them. They said they would contact the consumer to discuss the estimate and the repairs more in
  depth with her.
  Recently, the consumer submitted another estimate to us from her shop of choice, we have reviewed
  it and there are some differences which we have outlined in a letter to the consumer dated August
  17, 2023. Please note we have confirmed that the consumer’s shop has agreed with the estimate
  amount of $******** which covers all known visible damage to the insured vehicle at this time.
  Should there be any unknown damage or part price increases during the process of repair, any additional costs will be addressed as a supplement during the repair process.
  We have issued a payment to the consumer today in the amount of $*******, which is less their
  $****** deductible, and mailed it to the consumer’s address.
  Thank you for the opportunity to review this matter. We are sincerely sorry that we were unable to
  meet the expectations of the consumer on this claim.
  Should you have any questions relative to this matter, please contact the undersigned at ***** **** ****, between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday. You may also email
  me at: ***********************
  Sincerely,
  WAWANESA GENERAL INSURANCE COMPANY

  

  Business response

  08/25/2023

  We are in receipt of your letter, dated August 19, 2023, wherein we were informed of the customer’s
  follow up inquiry to your office regarding the above-captioned claim.
  The customer spoke to a claims supervisor on August 24, 2023. We discussed her concerns
  regarding the miscommunication between her body shop of choice and Wawanesa. We have
  clarified these misunderstandings on multiple occasions.
  Wawanesa’s position is that she can have her vehicle repaired at any licensed body shop that she
  would like. The email from our adjuster that she is referencing is regarding the type of appraisal
  assignment we could send to the body shop of choice. It does not say anything about where she
  can repair her vehicle.
  The customer’s body shop of choice has given her incorrect information. We never told the shop
  that we would not pay for any supplements. Our initial estimate gives instructions for how the shop
  can submit any needed supplements. We called the customer’s body shop of choice on June 21,
  2023, to clarify with them, and they were unable to tell us whom from our office told them that
  information. We are prepared to review any supplements sent by the body shop repairing the
  vehicle.
  Our initial check for $******* is the initial estimate to repair the vehicle. We confirmed with the
  customer’s body shop on June 16, 2023, that they agreed with our rates being charged on the
  estimate and the total estimate amount for the repairs of the customer’s vehicle. We confirmed
  again in an email to the body shop on August 16, 2023, and August 24, 2023 that they agree with
  our estimate amount, and they did agree. The shop is aware that if they find any additional damages
  during the repair process, they should submit those to us for review of additional payments. We
  have advised the customer that the next step in the process is for her to take her vehicle to the body shop of choice to begin the repair process. If they find additional damages after they start repairs,
  they can submit supplements to us following the process outlined on the Wawanesa estimate. This
  is a standard process in claims and most body shops are very familiar with it. We’ll work with any
  shop the customer chooses to use for her repair.
  We sincerely hope this clears up any confusion that may have transpired during the claims process.
  Sincerely,
  WAWANESA GENERAL INSURANCE COMPANY

  Customer response

  09/07/2023

  Wawanesa has been untruthful throughout this entire claims process and I am pursuing bad faith claims in court.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was stolen in ******** and I reported to Wawanesa insurance on September 5, 2022. (Claim#: *******) The car was found 2 days later with various damages to interior and exterior. Today is March 2nd, 2023 and there are still outstanding repairs due to lack of communication and professionalism of Wawanesa staff. In the past 6 months, I have called and emailed the adjustor (Victoria **** numerous times. After not getting response from her, I tried to contact her manager (*******************************) who did not bother to return calls or email back even once. This is absolutely unacceptable to ignore customers like this and not providing the services that I have been paying for all these years.

  

  Business response

  03/02/2023

  Complaint ID ******** has been forwarded to our office in ****** for handling. The U.S. branch does not have access to any claims or policies for ******. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Literal nightmare experience, would not recommend their service to anyone. We recently bought a home and within the first month the water tank in the basement had a leak and flooded a portion of our basement. ***************** of about 50% of the basement were soaked and the water got into a couple of the walls. We submitted a claim and they sent someone to ***** the damage within a week but it's been absolute silence since then and it's been over a month now!I have a newborn baby at home, was 2 weeks old at the time is now over 6 weeks, and I was worried sick about mold starting to grow in the carpet and walls so have been forced to start repairs on my own. I ripped up the carpet, removed the underlay and rented my own dehumidifier to begin the drying process. I don't have the skills or tools to cut open the walls so that part is still left festering. My wife and I have both called Wawanesa multiple times a week and either don't get an answer or get told to deal with a remediation company on our own!? Seriously confused on what we pay them for as we've been left to fend for ourselves. We're at a loss of words for the horrific service that has potentially left my family's health and safety at risk.

  

  Business response

  10/27/2022

  Good morning, please be advised that Complaint ID ******** has been forwarded to our office in ****** for handling. The US branch has no access to this claim/policy

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident on 6th August 2021.The women hit me when I stopped. She was coming from parking lot entrance which is WRONG way. I called her insurance company. I opened a file in their system but they didnt solve my problem yet. I call them everyday but they seem they dont solve the problem. They are giving DIFFERENT excuses everyday. I dont have any other car. Its so hard to live in ********* without car. Here is the information of the women who hit me. Her name: ************************ NUMBER: ************ Insurance Company: Wawanesa Insurance Her policy number: ******** Claim Number: ******* My policy number: Geico **********

  

  Business response

  09/03/2021

  BBB#******** Response from Wawanesa Insurance company sent 9/3/2021

• Initial Complaint

  05/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My adjuster was out of the office for a week without changing his voicemail and email. So when I called with an important question I needed answered before I finalized the claim...I didnt hear back. When they finally changed his voicemail, I was over my allotted time for my rental car. When I asked them to pay for the extra rental days they said that they would only pay for 1 extra day. Now they wont return my phone calls. Having to go to the Insurance Commissioner for help.

  

  Business response

  05/25/2021

  Response to BBB-15476043 attached

*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. ↩