ComplaintsforShelter Insurance Corp Office

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This incident happened on March 5, 2024. I filed a claim with the company immediately. I was hit by an individual who is a supposed insured on this insurance. I have spoken with many different individuals from this company, including at least one adjustor. At the time this person told me that I would be sent a link within 15 minutes to submit my photos and get my claim underway. This never happened.I have lost wages due to this accident. I want my car back to the way it was before your insured backed a box truck into my car at a stop sign. I rely on driving to make money. I cannot drive the car and give a safe impression to my passengers with a front end completely smashed up.To resolve this issue I need my car fixed. I'd also like at least 20% of the wages I've lost since the day it happened. I used to make hundreds a week and my income has dropped to 0. I am now late on bills because they are not getting my car fixed so that I can work.

  Business response

  04/08/2024

  I read the complaint filed by *********************. I am pleased to inform,our adjuster spoke to ************** on April 5, 2024 and explained the claim process.  I offer the following.
  
  Shelter accepted liability for the loss.  The claim was referred to an adjuster to handle the property damage portion of the claim.  The adjuster assigned to the claim is no longer employed with our company.  Based on the claim file, we thought this adjuster had contacted **************. I apologize on behalf of Shelter for any claim delays ************** deemed unacceptable.
  
  On April 2, 2024, another adjuster was assigned to the claim and tried calling **************.  However,the number in the file was not accepting calls. Upon receipt of this complaint,our adjuster called the number listed on the complaint. Fortunately, our adjuster was able to speak to ************** to get the claim process started.  

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I wanted to say that I did inform Shelter Insurance that my number was going to change. It was ***** himself that I informed the day he said he was going to send a link to my phone within 15 minutes. He knew that my number was changing. I assume from the lack of communication in the file that he decided to leave before updating that in my file. I have reviewed the response made by the business in reference to complaint ID ********, and currently am following the process for for the claim. Thank you for reaching out. I will continue to work with the current adjustor.
  
  ********************************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/14/23 I added a car to my insurance policy. Had shelter ins fax the court house a copy of policy. Got my plate and registration from clerk. 8 months later file a claim because I hit a deer. Now they said it not covered because they made a vin error 8 months ago and so I’ve been paying full coverage on what.

  Business response

  01/25/2024

  I read the complaint filed by ***** *******.  The insured hit a deer on December 20, 2023. The vehicle was declared a total loss.  Our investigation determined Mr. *******’s 2006 Infiniti M45 was not on the Auto policy when the loss occurred. The vehicle listed on the policy at the time of loss did not have the same VIN number.  Therefore, the claim was denied. 
  
  Mr. ******* apparently had purchased another 2006 Infiniti to replace another Infiniti and the policy was not changed.  The insured states he had contacted the agent and was given temporary ID cards.  Mr. ******* was advised on January 18, 2024, that we would submit a request for an Errors and Omissions claim. Shelter has opened the Errors and Omissions claim and will investigate what occurred. Once the investigation is completed, Shelter will review and handle the claim accordingly.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 2023 we suddenly heard a hissing sound ran to the bath and a hot water line explode.d my husband ran to the main water line to turn it off and I proceeded to clean up gallons of water in my living room and bath. Part of the dry wall busted out and it ruined our floors. We called insurance and basically called liars. They came up with every reason theY would not help and did not get too our home for weeks. Now we have a hole in the floor and walls. I paid for years here and we are treated like trash. I have brain cancer and we need help. The adjusters manager told me to get a lawyer and was extremely disrespectful. I hate that I've paid his salary for years. ****** ***** is the adjuster with no contractor knowledge at all. His boss told me to call a lawyer cause he wasn't talking to me

  Business response

  01/04/2024

  I read the complaint filed by ***** ********. I am sorry to hear about the insured’s health issues and apologize for any comments they deemed disrespectful and/or unprofessional.  I offer the following information.
  
  On December 11, 2023, a pipe in the insured’s floor busted and leaked on the flooring. The floor was cut to get to the pipe and there was some mold and rotting wood under flooring. Our investigation revealed the subfloor in the living room and bathroom was heavily deteriorated from long term water exposure.  In addition, mold growing on the subfloor was found. Our adjuster also noticed deterioration to the flooring planks showing long term water exposure. The insulation below was damaged due to the water line that busted below the subfloor.
  
  Our investigation determined the Homeowner policy covers part of the loss. The policy will cover the insulation that was wet due to the sudden pipe break below the subfloor. The estimate written to replace the insulation was below the insured’s deductible so no payment was issued.
  
  The Homeowner policy excludes coverage for the deteriorated subfloor and flooring due to a previous long term water exposure. The policy also excludes coverage for the mold and mildew build up on the subfloor and flooring. 
  
  Based on our investigation and the policy language, the policy did not cover part of the claim.  Specifically, the policy does not cover wear and tear, deterioration or continuous or repeated seepage or leakage of water or steam over a period of 14 days or more.  Based on the policy exclusion, part of the claim was denied.  I am sorry my response was not more favorable. 

  Customer response

  01/04/2024

  Complaint: ********
  
  I am rejecting this response because:This is not true at all and the house was never professional examined. I have the double water bill to prove it happen and it is not moldy or old
  
  
  
  Sincerely,
  
  ***** ********

  Business response

  01/04/2024

  Shelter Insurance respects Ms. ********’s comments. However, the policy excludes damage resulting from wear and tear, deterioration or continuous or repeated seepage or leakage of water or steam over a period of 14 days or more. Shelter settles claim based on the policy insuring the property at the time of the loss.
  
  On December 13, 2023, our adjuster inspected the property.  As stated, the inspection/investigation revealed subfloor in the living room and bathroom was heavily deteriorated from long term water exposure. In addition, mold growing on the subfloor was found. Our adjuster also noticed deterioration to the flooring planks showing long term water exposure. The insulation below was damaged due to the water line that busted below the subfloor.
  
  Our adjusters are trained and qualified to determine the damage was due to deterioration, wear and tear and continuous leakage of water for a period of time based on the amount of mold growth.  The Homeowner policy insuring the property specifically excludes damage resulting from these causes of loss. Our decision remains unchanged.  I am sorry my response is not more favorable.

  Customer response

  01/05/2024

  Complaint: ********
  
  I am rejecting this response because:he never looked at the bathroom floor and the leak was stopped when it happened it was not over several days.  I just don't appreciate all the payments we have made to be lied to and called liars. This did happen and it took them more than 2 weeks to show up. I now have no flooring holes in the wall and floor. THIS EMERGENCY is what insurance is for.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  SHELTER Ins through its agents **** **** and ***** ******* are using unfair practices to reduce the Settlement amount owed by Shelter for auto damages. Their observed practices include but are not limited to: 1-Attempts to lower vehicle estimate by filling for a lower trim/model of the same make 2-Retroactive cancellation of services 3-Pressure the client to accept settlements without full disclosure of potential financial loss

  Business response

  12/27/2023

  I read the complaint filed by **** *********.  On August 21, 2023, our insured hit Mr. *********’s parked and unoccupied vehicle. Shelter accepted liability and authorized a rental on August 23, 2023. The vehicle was at a tow lot so Mr. ********* was advised to release the vehicle so we could pick it up. The claimant finally released the vehicle for pickup on September 15, 2023.
  
  Our adjuster inspected the vehicle on September 18, 2023. Mr. *********’s vehicle was declared a total loss. Shelter completed a total loss valuation and left a message for the claimant to call to discuss the offer. On September 29, 2023, Mr. ********* emailed that he was unhappy with the offer and wanted to make sure the options were all included. The valuation was updated with CCC Market One increasing the offer from $14,176.32 to $14,390.32. The insured was advised if this offer was not acceptable, he should consider going through his insurance carrier.

  
  On October 3, 2023, Mr. ********* called Supervisor ***** ******* upset with the valuation of the vehicle. Mr. ******* explained he had the option of handling as a total loss, owner retaining the vehicle or letting his carrier handle the settlement. During this conversation, Mr. ******* confirmed the rental was authorized to September 22, 2023 which is 5 days after the initial offer on September 15th. This information was also emailed to Mr. *********.
  
  To confirm the settlement offer was reasonable, Mr. ****** requested additional valuations which increased the settlement. On October 4, 2023, Mr. ********* was given a final offer of $17,255.78. The claimant accepted the offer on October 6, 2023 and payment was issued that day. The total loss payment cleared our bank on October 19, 2023. 
  
  In closing, Mr. *********’s claim was settled in a reasonable amount of time. Claims confirmed the options were correct and  reviewed several total loss valuation sources to arrive at the vehicle’s value. Shelter does not use pressure tactics to settle claims.  Nor, is it our responsibility to provide financial advice to consumers. The claim was settled based on the value at the time of the loss. The retroactive cancellation of services mentioned, must be the rental. It is standard in the insurance industry to discontinue the rental within 3 days of extending an offer.  Mr. ********* was allowed 5 days. No additional payments are owed.

  Customer response

  12/27/2023

  Complaint: ********
  
  I am rejecting this response because:
  SHELTER through its agents  agreed their initial offers to a settlement were miscalculated by SHELTER/ Shelter agents. The vehicle in question is Trim Level FOUR yet Shelter offer quoted prices for Trim level TWO (Inferior trim priced lower). They agreed to correct the error on October 04 2023, when settlement occurred. The rental vehicle was cancelled on Sept 25 2023, BEFORE the Settlement was made, leading to the incurred expenses. During this interval Shelter through its agents utilized "pressure" tactics including threats that will cancel vehicle rental BEFORE SETTLEMENT and leave my daughter stranded in Bloomington IN, where the accident occur. 
  
  
  Sincerely,
  
  ********* ****

  Business response

  12/29/2023

  I respect Mr. ****’s comments, however the initial total loss offer was for the vehicle he owned.  The Carfax shows the vehicle was a Trim level 2, however we gave Mr. **** the benefit of the doubt and paid for Trim Level 4.  Mr. **** agreed to the settlement offer and Shelter issued payment.  Mr. **** cashed the check and it has cleared our account.  After a settlement is paid, we do not continue to allow the consumer to come back for additional payments.
  
  Shelter did not pressure him to settle a loss.  It was the claimant’s decision to settle with Shelter.  He had the option of letting his insurance company handle the claim and subrogate us.  The rental was stopped after we made the initial offer because this offer was based on the vehicle Mr. **** owned.  It is standard in the insurance industry to stop the rental once the offer is made.  The second offer of $14,390.32 was the fair settlement.  However, Supervisor ****** agreed to pay Mr. **** the additional amount of $17,255.78 for a higher trim level.  The VIN clearly states the trim level and this is what all insurance companies use to identify the correct options etc.  Therefore, we will not pay for the additional days of rental. 
  

  Customer response

  12/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  It was determined that SHELTER insured party was at fault for rendering my vehicle total loss and stranding the driver/insured. SHELTER accepted responsibility of the claim. Shelter has all information of the vehicle including and not limited to VIN and trim level. Erroneous offers issued by SHELTER do NOT represent settlement. Settlement was offered on October 04 2023. Rental vehicle was cancelled by SHELTER September 25 2023 BEFORE DATE OF SETTLEMENT. SHELTER is responsible for all expenses/loss/damages resulting from their unjustified rental vehicle cancellation BEFORE SETTLEMENT.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We switched home insurance before the renewal date to a different insurance company. But our mortgage company sent a check to the old insurance company. Which they should have not gotten at all. We found out about it 2 weeks after the old insurance company got the check when we found out this information by our mortgage company. My wife called the old insurance company called shelter insurance last Friday December 8 th. They told us. They would mail us the check in full amount. I called today December 15. And the insurance representative checked and said the underwriting department still had not processed the check yet much less mailed it out. They said they would. But they said the Same thing a week ago and have done nothing. They have had this check for 3 weeks now. And I need help with them. They should not even got the check we owe them nothing. The name of the insurance is shelter insurance. In Bristol Tennessee. The policy number is. ****************. The amount is $5,748.85. Their phone number is ************. They don’t even claim that we owe them anything. Which we don’t owe them anything. But they won’t send us the check that was accidentally mailed to them by our mortgage company. They keep saying they will but haven’t

  Business response

  12/19/2023

  I read the complaint filed by ****** ******. Prior to receiving the complaint, Shelter was in the process of refunding the premium. I am pleased to inform, the $5,748.85 refund was mailed on December 19, 2023.  The insured should receive the check in the mail within 7-10 days.
  
  On November 12, 2023, as part of the normal renewal process, the renewal notice was sent to the mortgagee listed on the policy. The computer system automatically billed the mortgagee for the December 17, 2023 to December 17, 2024 policy period. On December 1, 2023, the insured requested the policy cancellation effective at the December 17, 2023 renewal. At the time of the request, the premium had not been received, so the policy was cancelled. The original cancellation letter was mailed showing no premium refund.
  
  On December 1, 2023, the same day as the insured requested the policy cancelled, Shelter received the premium from the mortgagee. To ensure there is no returned payment, Shelter’s normal business procedure is to hold the check for 10 days prior to issuing the refund. 
  
  In closing, Shelter has issued the refund to Mr. ******.  The insured should contact our Customer Service Department at (**** ******* *********) if he does not receive the check.  Thank you for the opportunity to respond.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 30, 2023 at approximately 0630 I was involved in an accident with an individual whose vehicle was insured by this company. I've made numerous attempts to settle this claim to no avail. The adjuster that is assigned to my claim does not respond to email or voice-mail that have been sent. As of today, my claim has yet to be settled.

  Business response

  11/15/2023

  Ms. ****** likewise filed a complaint with the Department of Insurance, to which we provided more detailed information. As this is a public forum and we want to protect privacy, we will provide a high-level response. 

  BI claim: Shelter offered Ms. ****** an amount to resolve her BI claim on September 6, 2023, which included the medical lien for the one visit she had after the accident. She verbally agreed to a negotiated BI settlement amount, but has not returned the unaltered and signed Release, which is a condition of receiving payment for her BI claim. 

  PD claim (subrogation): We received a demand from her insurance carrier for the amount paid on her vehicle and reimbursed them directly.

  Ms. ****** made demands for Loss of Use and Diminution in Value, which a Shelter adjuster issued a check for today with a letter detailing the amount. 
  

  Customer response

  11/16/2023

  Complaint: ********
  
  I am rejecting this response because: the document which was sent for me to sign was not worded properly and they refused to change the wording to an agreeable language.  After I refused to sign the document, the Insurance Adjuster ceased comminication.  The check that was allegedly mailed out was not an agreed upon payment. 
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  11/16/2023

  We recognize Ms. ****** would like us to accept an altered release; however, we require a signed and unaltered release to issue the BI payment. Respectfully, we feel the amounts we offered to resolve her claim are fair. It is her option to seek an outside opinion or request clarifying questions on the release wording or any portion of her claim, should she feel appropriate.  

  Customer response

  11/16/2023

  Complaint: ********
  
  I am rejecting this response because: I would like point of contact information of the individual that's handling the diminished value claim.
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a new car & had to have full coverage. So, I purchased an insurance premium on October 17th with Shelter insurance in the amount of $284. I provided my bank info to my assigned agent ***********************, under the impression she submitted the payment right then & there. Well she did not. 2 days later after I paid the remainder of my down payment for the vehicle I received an email saying the insurance payment premium was declined. I was immediately confused, and called shelter customer service. I told them my issue and I even made sure the money for the payment was in my account and told them to charge it again. The agent told me there was no need to make the payment it was already made my policy was in effect and everything on their end was showing the payment was made & ok. So I ended the call and went on about my business. I then received another email about a week later saying the same thing, my payment for the insurance premium was declined. I immediately called customer service again & again they told me the same thing. On our end it shows that the payment was processed on the 17th of October, my policy was in effect and that my next payment was due November 17th. I kept asking are you sure I can make the payment again right now and they kept telling me no. So again after being completely reassured I moved on. Now fast forward to November 7th. I was involved in a car accident. I called shelter insurance to start a claim. My policy according to the app was in effect. The agent that took my claim, took down all the details never mentioning that was policy was cancelled or at risk of being cancelled, NOTHING. So i proceed as normal. I had rental reimbursement so i was setup with a rental covered by my insurance. I then check my insurance app Friday morning and I see in big red letters my policy has been cancelled. I called customer service and they directed me to my agent who NEVER answered any calls or emails, only text message. Now accident not covered.

  Customer response

  11/14/2023

  I spoke with ******* , who works at auto exchange 11/14, the lot I am financing my vehicle through. She first informed me that my car is a total loss. This was my first time hearing this and it did not come from my own insurance agent. I reinstated my auto insurance 11/13 with *********************** through text messages that have been submitted and was never once told that I would be reinstating full coverage on a total loss vehicle, I had no idea. ******* also informed me that she asked ****** if she had any intention of telling me about the total before submitting s $330 payment and she replied no, stating she did not want to give me the bad news. I was also told that after purchasing my car the verification department called shelter to verify my insurance was active with the right requirements and they replied that everything was active and good to go. They were never told a payment wasn't received or noticed my policy was in underwriting and neither did I. ******, was negligent on how she handled the entire situation and I have yet to speak with her on the phone physically. ****** also informed ******* that if she would have called on the 7th the day of my accident to verify insurance she would have told her that it was active.  I would like for all my calls to customer service be pulled & listened to from Oct 17th & around Oct 20th. Also ******* said she will submit anything she needs to as well. 

  Business response

  11/16/2023

  I am pleased to report that we have made a Company decision to reinstate the policy following our review of ************************ concerns. Our *********************** has contacted ******************** and will work directly with her on the steps to reinstate, including collection of premium.

  Customer response

  11/17/2023

  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

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Regarding a vandalism claim on October 13, 2023 by a mechanic that I had taken it to for the rear brakes to be adjusted On October 14, I contacted the police to make a report. On October 16, I contacted my Shelter agent, ******************************* to ask about a claim. Afterward, I was contacted by ***********************, an adjuster for Shelter. After hearing my explanation of what happened to my car, **************** laughed, and stated that it was a 'civil matter', and said I did not have a claim. I called ******************************* back to ask, if I had a handyman working on my house, and he intentionally set fire to it, would it be covered? She said yes, and said she would speak to ******, **************** supervisor about my claim. The following day, I got a call from ******, who stated that ****** was definitely wrong, and yes I have a valid vandalism claim, and they would take care of me. I asked if I could be assigned another adjuster, as *********************** seemed to have a very negative attitude toward me. ****** stated that "adjusters don't like to clean up other adjusters messes", and asked me to give **************** another chance. ****** called a day or two later, early one morning, before I turned my phone on, and left a message stating that my claim had been turned over to an investigator, and that I had BETTER answer when he called. *********************** also sent an interrogatory form for me to sign, requesting my full background history, including any criminal arrests, banking and credit report information, alias's, and more! I feel as if *********************** is attempting to build a case against me for insurance fraud. I called ****** after that, explaining my concerns. She said she would call ****** again, and call me back. No one from Shelter has contacted me since. The police cannot finish their report, until Shelter examines the vehicle. The repair shop cannot proceed until Shelter finishes their investigation. I feel I am being treated as a 'suspect', not the victim of a crime. Policy # 03-1-6279900-17

  Business response

  11/08/2023

  **************** reported his vehicle was vandalized while in the care of a body shop where he had taken it for service. In line with our standard procedures and policy contract, we engaged our Special Investigation Unit (SIU) to conduct a comprehensive investigation. We are likewise interested in a timely resolution of ******************** claim and encourage his cooperation to expedite the process.
  

  Customer response

  11/09/2023

  Complaint: 20822214
  
  I am rejecting this response because:
  
  As I also wish a timely closure to this case, I feel that I am being targeted by the adjuster, Mr. ************************ thus the **** When I spoke to ************************** ******** supervisor, he assured me that my claim would be handled properly. After I asked to have ****** removed from the case, ****** stated that claims adjusters did not like to clean up other adjusters messes. *************** upon having his decision to deny my claim, is now looking to support his decision through an independent investigation. *************** went to the shop where the car is currently, without contacting me to meet him there. He arrived a half an hour before the repair shop owner returned. ****** only externally examined the car. The vandalism occurred to internal components, primarily the engine. ****** did not contact me to meet him there. The car was originally taken to a mechanic, not a body shop as stated by Shelter. I want *********************** removed from my claim. 

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

  Business response

  11/09/2023

  **************** filed complaints with the BBB and ***. As the BBB is posted publicly and we want to protect ******************** privacy, we included more in-depth information in the *** response submitted today. 

  **************** had an Auto Policy in force when his agent reported a vandalism claim to his **** **** Mustang. The adjuster initially opined the claim would constitute a legal tort against the vandal. It is customary practice to involve SIU in claims that involve theft,vandalism, or similar fact sets that *** require additional investigation. SIU investigators do not have phone numbers from our company so we often advise customers they *** want to answer unfamiliar numbers. Our adjuster is not affiliated with and has no influence on ***** investigative findings. Further, he is not a mechanic so the shop will need to provide an estimate. It's our business practice not to change adjusters who are most familiar with a claim. **************** is also welcome to again contact Supervisor.
  

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is subsequently what I expected from Shelter. It is obvious to me, Shelter has no intentions of honoring my claim. I'm fighting a losing battle. Big corporation wins again..
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 16, 2023, I was in a car accident that involved a shelter insurance policy holder, the police report marks that the shelter policy holder made a improper right hand turn, the driver made a right hand turn from the left lane. My jeep is not drivable and needs to be repaired, they have yet to paying the towing bill, storage or fix it.

  Business response

  10/24/2023

  I read the complaint filed by ***** *********. The collision occurred on Highway 5 in Mountain View, Arkansas. Our insured was southbound on Highway 5 and Ms. ********* was directly behind him. At this intersection, Highway 5 is a one lane road in each direction with a center turn lane.  Our insured was pulling a trailer and driving slowly to make a right turn onto Wallis Road.  At the intersection, there are mailboxes lined up at the curb, so our insured had to pull slightly to the middle of the road (left) to complete the right turn onto Wallis Road.  As he started the turn, Ms. ********* continued straight hitting our insured in the right side door.  Our investigation determined our insured was not liable for the collision. He was driving slowing and hauling a trailer which required moving slightly to the left to complete the turn. Ms. ********* attempted to pass on the right, not allowing our insured to complete the right turn.   Shelter has denied the claim.  Our decision remains unchanged.  Thank you for the opportunity to respond.

  Customer response

  10/24/2023

  Complaint: ********
  
  I am rejecting this response because: the driver of the truck is being untruthful, he did not swing wide, he completely left the right lane, he turn right from the middle left turn lane and he hit me. The police officer noted that the truck driver made a improper right hand turn.  As you can see from the picture of where the accident happened, that if the driver only swung wide his back end would of still been in the lane and there  is a curb with NO shoulder I would of no way been able get past the driver, if he had only swung it wide. The driver knew he made a mistake and they tried covering up that he left the right lane and went into the middle lane and tried to turn from there, which he knows is illegal. The driver immediately starting telling the police officer that story, and the police knew that that's now it happend, and told us that the driver knows he can't make a right turn from that middle lane. 
   The truck pulling the trailer  turned into me, I did not hit the truck.this insurance company obviously had no clue just like the driver how to pull a trailer and they don't know how to invest a accident.
  This company has many complaints about not paying claims, the driver just like this insurance wants to make every excuse to getting out of paying claims, the police officer knew the driver was being untruthful and noted on the police report that truck driver made the improper right hand turn from the middle turn lane, which the driver can not do.  The driver didn't want to admit that he did not turn properly. The driver absolutely DID not swing wide, he completely left the right lane and turned from the middle left lane, make that type of turn  which is illegal! 
  shelter insurance is absolutely liability for this claim! Shameful how they find ways to get out of claims they are liable! 
  shameful that they disregard the police report and police a made up story from their policy holder. 
  The police report tells what really happened. 
  
  
  
  Sincerely,
  
  ***** *********

  Business response

  10/26/2023

  In response to the rebuttal, the statements from Ms. *********, our insured and his passenger were taken.  In addition, we received photos from the scene and the police report.  As stated, our investigation determined our insured is not liable for the collision, so the claim was denied.  Ms. ********* should consider letting her insurance company handle the claim then subrogate Shelter.  Our denial remains unchanged

  Customer response

  10/26/2023

  We have a video of a reenactment and it was sent to our insurance and to the BBB, shelter insurance stated that their insured stayed in his lane and that I tried to pass on the right, the VIDEO shows that their scenario is impossible. The video also shows that a truck pulling a trailer and turning making a right hand turn at this place where the accident occurred can absolutely be mad without swinging wide, and if the truck and trailer was in his lane, I could not of passed whatsoever, shelter insurance just don't want to except the police report or evidence that shows that THEIR driver was at fault. They are liable for this accident! 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They told me I had to have the title to the car in my name transferred to me. My mother had the title in my first name. I paid the insurance on the car and they didn't tell me anything - $278.87. They sent me a check so I couldn't keep the insurance there because I live in Woodward, OK and they said I would have to get the title in my name. I called the insurance company in Hermann, MO about this. At first, they didn't want to reimburse me, they wanted to reimburse my mother but she is deceased. When I got the check on Tuesday, Oct. 17 for $178.20, I thought this is not what I paid and called them up to ask why they deducted $100 off the check. They said I got penalized for paying it early. I would like to get the $100.00 reimbursed to me.

  Business response

  10/20/2023

  I read the complaint filed by ********* ******. I extend my deepest sympathies to Ms. ****** for the loss of her mother.  The Auto policy renewed effective October 7, 2023.  Ms. ****** submitted the renewal premium on September 22, 2023. A few days after the policy renewed underwriting was notified that the Named Insured ******* **** had passed.  Based on the underwriting guidelines, upon the death of the Named Insured the policy is cancelled 90 days from the date of death or at the end of the policy term in which the last named insured passed away.
  
  On October 11, 2023, a cancellation letter was sent terminating the policy on December 12, 2023.  The  60 day policy cancellation generated a $178.20 refund.  Upon receipt of the complaint, we reviewed the Auto policy and determined the cancellation was not in compliance with the underwriting guidelines.  Ms. **** had passed prior to the October 7, 2023 renewal, so the policy should have been cancelled at the end of the policy term. 
  
  To correct this error, Shelter Insurance is cancelling the policy effective October 7, 2023 which is the end of the policy term in which the named insured passed.  A refund check for the remaining premium $100.67 will be issued payable to Ms. **** who was the named insured on the policy.   

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