Business Profile

Insurance Companies

Shelter Insurance Corp Office

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Complaints

This profile includes complaints for Shelter Insurance Corp Office's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

108 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

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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:07/23/2025
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.
***** is an agent for Shelter Insurance, very pushy and aggressive. I was comparing costs and was told that I could cancel as long as it was before the insurance took effect. I paid ******* on 7-08, and canceled on 7-10, policy didn't take effect until 7-15. I want my refund. ***** avoids my calls and text messages and the company doesn't explain when or if I am getting my refund.
Business Response
Date: 07/25/2025
The policies were cancelled effective the binder dates, with full premium refunds mailed to the address of record. The refund checks for the Auto policies were issued on July 10, 2025, and the checks for the Homeowners and Dwelling Fire policies were issued on July 18, 2025.

We appreciate Mr. ***** sharing his concerns about Agent *****. Our review of communication between Mr. ***** and Agent ***** found the interactions to be courteous and professional. We regret any dissatisfaction and wish Mr. ***** well with his future insurance endeavors.
Initial Complaint
Date:07/14/2025
Type:Billing 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 reached out to Shelter insurance agent ******* ****** at *********************************************** on 4/11/25 about a quote for renters' insurance. She quoted me one price and submitted the policy for a different amount than she told me it would be. I reached out to her by email, letting her know that she quoted a different rate, and I didn't want to pay the $ *****. I told her to cancel the policy because I didn't approve of that amount. I was told that it would be done. The money was taken out of my bank account. I did receive a refund for the amount after sending her multiple emails. She told me that everything would be canceled. I am now receiving a collection notice for the same amount of the policy that I disapproved of. Every time I reach out to this agent, I always get her voicemail. I called her office the week of July 4th, leaving her a voicemail. She never returned my call. I had questions about my policy that I didn't know had been cancelled. I would like this amount removed from collections. It was her fault in the first place that this policy was issued without my approval. I didn't authorize this policy at all. I do have emails that I sent her regarding this.
Business Response
Date: 07/21/2025
As confirmed by emails, ******** ****** requested cancellation of the renters policy on April 14, 2024, and Shelter cancelled it effective April 14, 2024. Ms. ****** had five insufficient funds transactions on the renters policy prior to cancellation. Her preferred mailing method is e-delivery and each time Shelter posted notices of the insufficient funds and policy cancellation to her My Shelter account and sent emails to the address of record. Note Ms. ****** had six insufficient funds on each Auto policy.

The $49.23 mentioned in the complaint is for premium owed to Shelter that was not honored by **************** (insufficient funds). On July 14, the date mentioned in the complaint, in response to Ms. ******* call, the agent texted, Hello ********. What can I help you with? We had a missed call from you yesterday. Ms. ****** responded to the text. The agent also has documentation of several calls she made to Ms. ****** to discuss the insufficient funds transactions, her policies, and in response to her negative ****** review. Ms. ****** did not answer the calls. Shelter appreciates the opportunity to respond.
Business Response
Date: 07/21/2025
Attached please find emails in support of the response.
Initial Complaint
Date:07/06/2025
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 had a claim open since early to mid February. (February 12, 2025) Geek squad came in to install our refrigerator when they did not secure the water line properly and flooded our basement. Was told an independent adjuster would be assigned and to come out and get a scope of damages but have not heard from them. It was rescheduled to shelter insurance on June 3rd. Claim #GL0000003917698 Was told we would hear back in 3 business days. Have left messages with no success reaching anyone **************
Business Response
Date: 07/14/2025
Shelter received notice of Mr. ******** claim on June 3, 2025, for a reported loss on February 12, 2025, due to a water leak from an improper refrigerator connection, as reported by a third party. Shelter contacted our policyholder who was unaware of the claim and plans to reach out to Mr. ****** to assist in investigating. Shelter updated Mr. ******* acknowledging receipt of the claim, stating that the investigation is underway, and informing him that he can expect contact from our policyholder.
Initial Complaint
Date:06/25/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore 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 slip and fell due to my landlords negligence he had many notices from the city to keep the property maintained and they failed to with resulted in my fall I flew back on the ice hit my head so hard I about passed out I still feel pain 5 months later and about to start physical therapy and I filed a. Claim and there is no communication at all they are saying the policy holder wont respond to them and the adjuster is barely keeping contact
Customer Answer
Date: 07/03/2025
Close this case they settled with me privately
Initial Complaint
Date:06/17/2025
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.
Shelter totaled our vehicle. Has been almost 3 months and still not done. Shelter has made multiple mistakes on almost everything. Over paid the loan payoff. Picked up car at wrong *********** Haven't received tax credit & already purchased another vehicle and had to pay full tax. Lots more. Please help!
Business Response
Date: 06/18/2025
I apologize on behalf of Shelter Insurance for any miscommunication and errors that occurred during the claim process. The insureds vehicle was declared a total loss. The insured was offered a settlement which included the option to owner retain the vehicle. The total loss process includes moving the vehicle to Copart, securing the paperwork and receiving the okay to pay. Once all this is completed, Shelter can issue the check.

On May 27, 2025, Shelter discovered one of the titled owners had passed. This required a certified copy of the death certificate from the insured. Our insured provided this documentation to our local agents office. The certified copy was sent to ****** on June 16, 2025. Regrettably, the settlement check was issued in error using Mr. ******** wifes maiden last name. When discovered,the check was stop paid. Shelter reissued the check on June 18,2025. Our adjuster will contact the insured to discuss the tax receipt.

In closing, the vehicle had a lien, so we contacted the bank to get the pay-off.The check issued was the amount of the payoff received from the lienholder. Mr. ******* should contact the bank if he disputes the pay-off amount. Total loss settlements take time to complete due to the amount of paperwork required. I apologize for whatever inconveniences this may have caused the insured. Thank you for the opportunity to respond.
Customer Answer
Date: 06/19/2025
Complaint: 23480413

I have reviewed the business' response and am rejecting it because: claim started in first of April. Multiple mistakes. Overpaid the loan payoff and now it's my responsibility to get that money back from someone else's mistake. Picked up car on the wrong day so they didn't get the keys and title. I was told different numbers than Shelter is wanting to pay now. Many more to list. Have all phone conversations, texts and emails from first of April when we started. Almost 3 months later and this is not completed.

Sincerely,

*** *******
Business Response
Date: 06/19/2025
Shelter acknowledges there were errors during the claim process. As stated, the payment to the lienholder was based on the payoff from the insureds bank. Shelter contracts with CoPart to pick up the vehicle and keys, we apologize if the scheduled pick up was different than arranged. Claims Management has reviewed the file and are willing to discuss this with Mr. **************
Customer Answer
Date: 06/24/2025
Complaint: 23480413

I have reviewed the business' response and am rejecting it because: I think I've already responded to this but the numbers I was told by Shelter are not the numbers Shelter is trying now. We're off a approximately $700. I thought totaling a vehicle was a dollar to dollar amount. Shelter is using the $500 deductible multiple times on claim to my understanding. Please help resolve.

Sincerely,

*** *******
Customer Answer
Date: 06/24/2025
Ok. What are my next steps. BBB said there was more agencies to help with this matter after the BBB was done. What are those agencies so we can proceed further.
Initial Complaint
Date:06/03/2025
Type:Order 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 been with this insurance H32303235**303035**32H for a very long time. The insurance H32303235**303035**32H has my primary listed a dwelling and I have been trying to get them to change them to my home owner policy. I own two houses with differ policy&#**;s and would like for the insurance H32303235**303035**32H . I feel that I should be getting some form of refund back since I have policy.
Business Response
Date: 06/09/2025
On June 6, 2025, our agent spoke with Ms. ******* to schedule an appointment to review the coverage on her dwelling. Ms. ******* advised she had spoken with the IL Branch Claims Manager and discussed her claim. The manager was sending another adjuster to reinspect the home. Therefore, the appointment was not necessary at this time. Our agent is willing to review the insureds coverage when the insured is ready to do so. Ms. ******* should contact her ****** ******** agent if she has additional questions. Thank you for the opportunity to respond.
Initial Complaint
Date:05/30/2025
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.
SHELTER INSURANCE, my homeownner's insurance was made aware of water damage (malfuntion hotwater heater) to my garage 3/6/2025 and sent **** *******, AlC property adjuster ************. One day later he said our damage will be covered (claim #H03832383) and he recommended RYTECH (***** ********* *********** **************************************) to do restoration work. Rytech worked from 3/13 - 4/18 and completed the damaged garage. Midway through this project, Rytech states the only remove the damage sheetrock and insulation I will need to get another contractor to complete the work. This was confirmed by **** ******* but a week later he recommended Rytech to complete the work and they agreed. **** ******* of Shelter Insurance once again reassured ****** ******* (my wife) and I the garage damage will be totally covered. Two weeks into the project we got a check from SHELTER INSURANCE $6,400 and was told by **** on two - three ocassions, "it is yours personally, do not pay the contractor anything, because Shelter Insurance have made arrangements for their pay."5/1/25 I complained to ****, Rytech was moving slow but I was pleased with their work. I thought is strange one week prior to completion Rytech begain asking for payments from me for completion of this last half of the job. Obviously this made no sense, so immediately I again contacted **** ******* who is now in totally agreement with ****** "that money is owed by you."
Business Response
Date: 06/02/2025
Our adjuster sent the insured an email apologizing for any confusion regarding the claim process. During the initial inspection, our adjuster informed ******************* that Shelter would cover the demolition, drying and equipment charges incurred by Rytech. He also explained that Rytech would bill Shelter directly for their services. Insured was advised we would issue payment to the mitigation company for their convenience. Shelter issued payment directly to ****** for the water mitigation on May 31, 2025.

In addition to the mitigation, our adjuster wrote an estimate for the damage to the dwelling. The estimate was emailed to the insured along with instructions regarding the payment and repair process. The check for the damage to the dwelling was issued on March 10, 2023. Our records show it cleared our account on March 13, 2025. The payment was issued to the insured so they could choose their preferred contractor. The only portion of the claim paid directly to the vendor was for the mitigation work, which was issued to Rytech.

All payments issued to the insured and/or contractor are for the damages or repairs from the March 4, 2025 claim covered by the policy. The checks were issued as per the initial estimate written. Once the work is completed, Shelter will issue the recoverable depreciation payment. If there is supplemental damage,the insureds contractor should contact our adjuster so we can determine if covered by the policy.
Customer Answer
Date: 06/06/2025
Complaint: 23397643

I have reviewed the business' response and am rejecting it because:
**** *******, property adjuster SHELTER INSURANCE was intentionall deceptive when he said your garage is 100% covered by homeowner's insurance and "do not pay the contractor anything," we have made arrangementss for their payment. Since it took so long (5-6 weeks) to complete the job, there was plenty of oppertunities to correct any misunderstandings.

Sincerely,

***** *******
Business Response
Date: 06/10/2025
Our adjuster settled the claim in accordance with the HO3 policy language. Payments were issued for the damage and/or repairs resulting from the burst pipe. A repair estimate was mailed to the insured on March 10, 2025 along with the payment. This estimate included the covered damage except the mitigation work completed by Rytech. Estimates are sent to allow the insured an opportunity to review with their contractor and let us know if questions. Almost two months later, on May 2, 2025, it was brought to our attention that the insured had question regarding the claim process. At that time, our adjuster apologized again for any confusion regarding the claim process. He explained how the claim was settled. Shelter has paid for the damage resulting from the loss. No additional payments are owed. I apologize on behalf of Shelter Insurance and the adjuster for whatever inconveniences this may have caused.
Customer Answer
Date: 06/12/2025
Complaint: 23397643

I have reviewed the business' response and am rejecting it because: **** *******, AIC Shelter Insurance property adjuster was intentionally deceptive when He said "your garage damage is 100% covered by your homeowner's insurance, do notpay the contractors anything." Shelter Insurance have made arrangements for their payment. Since it took 5-6 weeks to complete the job, there were many oppertunities to correct any misunderstandings.

Sincerely,

***** *******
Initial Complaint
Date:05/19/2025
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.
My vehicle was involved in a total loss accident and the claims agent and supervisor refuse to adjust the valuation to the current market within my geographic region. They are offering a valuation of $8,841 using comparable vehicles from **************, **; I am in *********, **. I had an independent appraisal completed with a valuation of $11,392. The $8,841 is unacceptable. I paid $13,500 for this vehicle in Apr 2024 and the dealer I bought if from just sold a similar (yet 3 years older and more miles) vehicle for $11,999. I have provided 5 comparable vehicles in my area that support a valuation of over $11,392.
Business Response
Date: 05/27/2025
Ms. ***** husband was involved in a single-vehicle accident while driving a 2016 **** Flex SE, which had a branded/prior salvage title from a previous total loss. This accident caused sufficient damage to total the vehicle again. Shelter utilized CCC, an industry-approved source, which factored in the branded title and provided the corresponding valuation, which was shared with Ms. **************** appraisal Ms. **** mentioned did not consider the branded title, and the vehicles she provided as comparables likewise did not have branded titles, so were not directly comparable.

She has requested Shelter adjust the valuation to reflect the current market within her geographic region. However,given the vehicles branded title, year, make, and mileage, the market in her area is either very limited or non-existent. Shelter expanded the search area to address this.

In a good faith attempt to resolve this claim, Shelter re-examined the appraisal, including the condition ratings, and offered Ms. **** an increased settlement amount. She has not responded to our May 20, 2025 email with the increased offer.

Shelter owes the comparable value and has offered an amount higher than the valuation in an attempt to resolve. Our offer remains.
Initial Complaint
Date:05/12/2025
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.
I was sitting in my legally parked car in *************, ** when a *** backed into my vehicle, damaging my rear bumper and front drivers side. The driver got out, apologized, and voluntarily provided his ID and ********************** ************** mother also recorded a video in which the driver admits fault and explains that he was looking at his maps and didnt see my car in his backup camera, which led to the collision.Despite this clear evidenceincluding the video confessionthe driver is now denying involvement, and the insurance company is refusing to accept liability. I would like to report this mishandling, as I believe my evidence has not been properly considered.
Business Response
Date: 05/13/2025
Shelter reviewed the video submitted and accepted liability for the loss. On May *******, our adjuster spoke to the claimant and advised him of our decision. *********** was advised that an auto adjuster would be in contact within a day or two. I apologize on behalf of Shelter Insurance for whatever inconveniences this may have caused. Thank you for the opportunity to respond.
Initial Complaint
Date:05/09/2025
Type:Order 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.
My husband was in an accident with another driver on 4/8/2025. The accident was the other driver's fault and caused close to $3,000 damage to our car. The other driver has shelter insurance. We filed a claim immediately and submitted a quote for the repairs. Shelter Insurance have not contacted us to provide payment for the repairs.
Business Response
Date: 05/13/2025
***** ******* was involved in a collision with our insured. The claimant reported the claim. On April 10, 2025, our adjuster advised Mr. ******* we had to confirm what occurred with our insured. Our adjuster has been trying to contact our insured. On May 13, 2025, our supervisor left a voicemail for the insured to return the call. Shortly after, she called Mr. ******* to update him on the status of the claim. She explained Shelter has a duty to investigate every claim. This includes discussing the facts with our insured. Once this is completed, we will review the claim and determine how to proceed. Shelter is unable to complete the investigation without speaking to our insured. The claimant has the option of letting their insurance company handle the claim and subrogate Shelter.
Customer Answer
Date: 05/20/2025
Complaint: 23307518

I have reviewed the business' response and am rejecting it because although they contacted us and said they would pay for the claim, we have now been waiting for the adjuster to contact us for a week. We were told the adjuster should contact us within 24 business hours.

Sincerely,

********* *******
Business Response
Date: 05/23/2025
On May 22, 2025, our adjuster contacted Mr. ******* and apologized for the claim delay. Shelter had a preliminary estimate and estimate of record. The check was issued on May 22, 2025 for the preliminary estimate amount of $2,772.28.Further review of the claim indicated, the estimate of record amount was $2,995.42. Our adjuster issued the remaining $223.14 on May 23, 2025. I apologize on behalf of Shelter Insurance for whatever inconveniences this has caused. Mr. ******* should contact our adjuster if he has additional questions. Thank you for the opportunity to respond.

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Shelter Insurance Corp Office is NOT a BBB Accredited Business.