ComplaintsforEastern Insurance Group, LLC
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Complaint Details
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Initial Complaint
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
two Scooters were stolen from my home on November 3, 2021. My home owners insurance is refusing a claim, because the scooters are registered. The Laws changed last year 12/2020 and ALL scooters are required to be registered. Insurance company was unaware of law change. The inusrance company should have made provisions for current customers regarding Law change, they should have also ammended their currrent policy to reflect the new law change. Lastly they should have notiied customers in writing of their ammended policy and position regarding the new law change as it pertains to NOW having to register scooters. Scooters were covered prior because they did not have to be insured. Now that the law has changed During a PANDEMIC. The insurance company should have dont their due diligence to incorporate NEW policy inregards to this law change, they should have also notified customers WHO would have NOT know that by registering their scooter, They would NOW no longer be covered or allowed to file a claim. The customer could then chose to get additional insurance for their scooter and be protected. It is unfair that the *** changed and the insurace company, Eastern Insurance Group, LLC ******************************************* has taken the position , they do not want to cover claims regarding registered scooters. The insurance company was neglegent in notifiying cumstomers and updating their policies as it pertains to the NEW Law requiring scooters to be registered.Business response
11/17/2021
Thank you for the opportunity to respond to the customer complaint of *****************************. Upon our review of Ms. ********* statement of the problem, it appears that her dissatisfaction with the handling of her November 3, 2021 theft claim is primarily with the insurance carrier, the Arbella Insurance Group, rather than with her insurance agent, Eastern Insurance Group. Although Eastern often assists its clients in reporting the claims of its customers to insurance carriers on a timely basis, the actual investigation, determination and settlement of all claims, as well as the underwriting and issuance of the actual insurance policies, are all the responsibilities and decisions of the insurance carrier (Arbella), rather than the duty and purview of the insurance producer or agent (Eastern).
Advocating in behalf of ********************, Easterns Senior Claims Team Leader was able to escalate Ms. ********* concerns from a front-line Arbella claims adjuster to the head of the Arbella homeowners claims department. Eastern then provided further follow-up guidance and clarification to Ms. ************** in explaining that Arbella would not have covered her claim due to the terms of its insurance policy. ******************** subsequently informed Eastern that she was satisfied with this explanation and outcome.
Eastern trusts that this reply adequately responds to the concerns expressed by ********************. If any additional information is needed, or if her concerns remain, please contact Eastern directly at ************.
Thank you for your attention to this matter
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Contact Information
Business hours
Today,Closed
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.