Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have in contact with agency for over a month first in regards to a problem with a renewal of a homeowners policy and then with a claim they filed and never contacted me and refused to acknowledge any information the agency Brad B****** lied and insulted me refusing to use voice only text note I am elderly and vision is not good then I found out there was a claim on my property for roof damage filed in december and was never informed of it and my name was not on check (note they had my dead brother on it deceased three years) only co owner plus I was never informed of the claim or check B****** told me there where no claims only two last year that found no damage a total lie I only recieved information on claim after check was processed and on way finally contacted *********** on 2/20/2025 talked to adjuster told him of error he hung up never received callback was on phone all day 2/21/25 with *********** and agent plus insurance commissioner for conn on 2/22/25 finally a supervisor from *********** claims called me after 25 phone calls 2/20/25 and claimed they had rectified situation Mr B****** was no help whatsoever and was helping to commit a fraudulent claim that he was aware of the whole time treated a senior citizen and long time customer 13 years with no respect or courtesy ave my fraudulent information and misinformation blamed *********** and was giving me phone numbers for auto not homeowners who told me agent was to take care of it I am waiting now to see what happens in this matter hopefully you can help

  

  Business Response

  Date: 02/24/2025

  *** ***** is having a family dispute with his sister in law who lives in the home.  He wants the policy to list his name 1st, which *********** will NOT do because he doesn't live in the home.  As a co-owner of the property, he is listed as an additional insured and *********** has told him and us, multiple times, that the policy listing the sister in law 1st is accurate and it is what *********** requires.  We are the agent on this policy since 2018(not 13 years) and we have confirmed the policy is written correctly.  *** ***** does not like that answer but we have explained to him multiple times that the sister in law must be listed as the 1st named insured - BECAUSE SHE LIVES IN THE HOME.  *** ***** lives in **.  *** ***** has questions about claims but we do not handle claims, that is handled by the *********** claims dept which we have told him multiple times.  He has requested copies of the homeowner's policy which we have sent him, through email and ****.  We have provided him with the *********** claims number.  We have given him all the information we can.  He has told us he will not allow anyone on the property because of illegal aliens.  He doesn't want to work with his sister in law because he, "wants to make her sweat".  As an agent/agency, we have confirmed with *********** that we have done everything correctly.  We have helped *** ***** as much as we could.  He started threatening us, harassing the office with 10+ calls a day for weeks.  He has filed a complaint with the ***** ** ** *** **** which we responded to with emails and texts from *** ***** stating things like he is cancelling the policy, he is video taping his sister in law, he is going to sell the home, he has found new coverage, he plans to rent half the house out, he is moving back in.  The sister in law has stated that she lives in the home as her primary residence, she pays the mortgage, and she pays all the bills pertaining to the home along with it's day to day maintenance.  He is unfortunately confused and not happy with the ownership situation of the home and he wants us to get in the middle of a family dispute which we will not do.  Again, *********** has confirmed the policy is written correctly.  We have replied to *** ***** numerous times with info he is looking for.  He just doesn't like the answers he is getting.  We have let him know he is more than welcome to obtain coverage with another company or agent/agency and we can cancel this policy for him.  For some reason he just keeps complaining to us and making up stories about us lying to him, which we have not done once. I will gladly provide more information or evidence of his false accusations and statements if needed.  

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had insurance with the T***** Insurance group for a couple of years / home, auto , umbrella. It included me, my husband and adult son. When my son decided to go off and buy his own insurance, I let Scott T***** know several months in advance and told it became active on June 27. I was due a refund because I had paid for the year in advance. he never responded. this was in June. I followed up again in july. Still no response. And again in August. He said an email was not good enough and that I needed to send proof o new insurance. My new insurance agent said this was not required. But I sent it anyway. For some reason, he said he was unable to open it. he tried everything to keep us there but I was not interested. When the insurance with him finally lapsed due to all the stonewalling (this went on for several months), he said it was too late and I needed to go directly to the insurance company to try and get it and he couldn't help me.
  I have been purchasing insurance for over 30 years and have never had a problem when cancelling insurance.
  All I am looking for is reimbursement for the couple of months including the savings for our insurance without my son on it any longer. I have all supporting documents if needed. not sure how to send them this way but I can email them if you would contact me with an email address. Thank you.

  

  Business Response

  Date: 10/02/2022

  Hi **** I am sorry you had a bad experience in the very little time you were insured with us. All insurance companies require proof of prior insurance when you want to backdate changes on policies more than a couple weeks. Your first email to me was on 6/6 and it was a "heads up" that we would hear from you and ***** by the end of the month with proof of insurance. On 7/21 you emailed me stating that you got your renewal and needed to remove your son back to when he got his policy. I got back to you that day stating we never received anything and to please send over so we can take care of this. You wrote back the next day and forwarded the initial email that you had sent on 6/6 ... which had no proof of insurance.... i emailed you back that day and asked for the id card again. On the evening of 8/10 you emailed me stating that you had attached the id card. I emailed you on the morning on 8/11 which was friday stating that there was no attachment. You emailed me that evening with the id card.  We submitted it to your insurance company that Monday morning. ********** insurance, your company, told us that your policy had canceled that weekend and that they are unable to make changes to a policy that was no longer in force. I emailed you to make a payment on the policy to re-activate it so that we can apply that credit. You refused to do so even though you'd get all of your money back.  We gave you their number so that you can try without having to renew/cancel the policy but you didnt want to do that either.... here is it again..###-###-####....  I wish you or your son could have just simply emailed us the id card so that we could have done this very simple change in a timely matter instead of months later. We certainly aren't out to over charge you but we do have to follow procedures insurance companies give us for everyone's benefit and safety. It is not uncommon for an insurance company to request proof to backdate changes on policies. I wish we could have done more for you but you didn't get us the id card until your policy was already canceled.  Scott T*****

  Customer Answer

  Date: 10/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my new insurance agent at ***** said that  I am not required to provide proof of insurance and neither are they. How long I was a customer has nothing to do with this issue.

  I have copies of three emails alerting t***** insurance to the changes.   let me know if these are needed to resolve this issue.
  
  
  
  Sincerely,
  
  
  
  Suzanne Sapia