ComplaintsforNational Real Estate Insurance Group, LLC

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/12/23, I filed an insurance claim for theft at a property I own. To date, I have not received funds for the claim, despite multiple emails to NREIG about this matter. On 2/23/23, I was informed that I should be receiving the funds within the following week. That did not occur. On 3/8, NREIG informed me via email that their underwriter had not been issued payment from the carrier. Thus, they could not yet issue payment to me. Within this same email correspondence, NREIG informed me they were working to rectify this situation. As of the date of submitting this complaint (3/13/23), I have not received the funds or any other correspondence from NREIG.

  

  Business response

  03/15/2023

  Dear *** *********  Your complaint has been received and we appreciate you letting us know of your dissatisfaction with the claim process you are experiencing with one of our carrier partners. Your complaint has allowed us to dig into the current claim process to ensure hiccups like these do not happen again. Upon review of your claim, we did find an opportunity where the claim process could have been expedited and we are working with all of the necessary parties involved to improve this process moving forward.  What you may not know is that NREIG is not the carrier or the claims adjuster in this (or any) situation. NREIG is the insurance agency. We employ a ****** ********** **** to act as a liaison between our clients and the ***** ***** ************** ****** hired by our carrier partners to adjudicate any losses suffered by our clients. In this particular claim process, there was a communication error between the carrier and their hired *** which resulted in a delay of you receiving your funds. While this was not an error on NREIG's behalf, we do apologize that this happened and know that this was a less than satisfactory claims process. We are working to ensure this does not happen again. I did receive word that the funds were received by the *** this week and will be distributed to you as soon as possible. This should be resolved very quickly. Thank you again for reaching out so we could make sure this process is rectified moving forward.  NREIG

  Customer response

  03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
    I am rejecting this response because payment still has not been received.  On 3/14 I was told that the insurer had received the check and it would be sent to me via ***** that same week.  That did not occur.  On 3/20 I asked for the tracking number but the insurer simply assured me that I would have the check by 3/23.  Despite the insurers "reassurance" that I would be receiving the check this week, I have been told this multiple times for a claim that was filed in January 2023.  Thus, the issue still has not been resolved.
  Regards,
  ****** ********

  

  Business response

  03/22/2023

  Dear *** ********,  Thank you for your response. I have been notified that the *** has issued a check today and provided you with the tracking number via email.  While this delay was outside of NREIG's control, I do apologize for the delay in receiving claims funds for your covered loss. We appreciate you letting us know of your frustrations so we could ensure this was properly resolved.  Thank you,  ****** *****

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a Washington registered business. This is a real estate holding company and one of the property that this business owns has experience large financial losses due to Bad Faith practices by the insurance companies named National Real Estate Insurance Group, LLC (NREIG) who kept not paying an approved claim for 5 months. For more than five months, My business has to up keep the property by paying mortgage, insurance, loss of rents in addition to the utilities through out this period from august till December 2022. The flood happened on July 25, 2022 and since then they have been dragging their foot to send me the funds. There is huge financial loss I have encountered due to NREIG dropped the ball to their carrier (********) and the left me alone to call, text, emails with no response.

  

  Business response

  03/03/2023

  BBB Complaint #********
  Response by NREIG:
  National Real Estate Insurance Group (NREIG) is an insurance agency that provides access to custom insurance products for real estate investors throughout the US. As communicated with the insured, NREIG does not handle claim investigations for our clients. The insurance carrier of record handles submitted claims directly or by way of a Third-Party Administrator (TPA).  Either the carrier or TPA coordinate the property inspection, review coverage, and communicate the outcome of the loss investigation, to include payments, denials, or status updates. NREIG does not adjudicate or decline claims. The primary roles that NREIG serves are claims submission and providing general claim information for losses to the carrier.
  After filing the loss, NREIG communicated the TPA’s contact information to the insured, additional to the direct contact from the TPA (********) and their chosen Independent Adjuster. The correspondence from NREIG was provided through (2) automated emails with the claim number and adjuster contact information, along with emails and phone calls from NREIG to the TPA requesting they contact the insured to provide an update. There was never an expectation given to the insured that NREIG’s role as the insurance agency is to be directly involved in the investigation or claims settlement process.  NREIG’s communication with ******** communicated the insured’s and his contact’s concerns and need for a status, which was acknowledged and advised. NREIG spoke directly with the insured and he confirmed he understands that NREIG does not have a hand in the claims process, but felt NREIG did not communicate enough with the TPA. Our contact with the TPA advises us of the related information and ultimately allows the designated claims professionals to handle their obligations to those involved.  
  Our understanding is that an initial settlement offer was made to the insured, and the insured declined the offering seeking coverage for additional damage.  The parties were agreeable to another assessment of the damage. A subsequent inspection and review required time to evaluate and find an acceptable outcome for both parties, which extended the typical timeline. The loss was ultimately settled at an amount acceptable to the insured.
  NREIG has discussed concerns submitted by the insured associated with this loss and the relative process with ********, who has agreed to review their procedures and manage any necessary changes.  However unfortunate this circumstance is considered, NREIG does not feel any responsibility should be placed at the feet of the agency for any specific financial hardship or claims handling challenges. For reference, our claims process is outlined in the link below.
  Claims Process Explained.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hey I recently purchased a renovation policy for a property I purchased. During the renovation process I had a break in which the policy I purchased had coverage. I put the claim in and received a denial letter stating that I was denied because the property was being renovated. Since NREIG has not been able to give me an option on what’s next when clearly my claim is valid. Also since have stop responding.

  

  Business response

  11/11/2022

  Upon receiving this complaint, my team began investigating the frustrations of this client. We immediately talked to our Director of Client Experience, whose department acts as an intermediary for claim-related inquiries between our clients and the adjusters who are hired by our carriers that our agency represents. I was able to confirm that regular and prompt communication has been occurring between this client and our Client Experience Team throughout the claim process.
  
  Our insurance program, REInsurePro, does not have the authority to adjudicate claims. We are simply the program manager for this account. While we do provide a service through our Client Experience Team to assist clients of our program with concerns about their losses, we do not have the authority to require the insurance carriers to settle losses a certain way. With that said, I can assure you that we have been acting on behalf of this client to help get this loss settled in a fair and efficient manner. We have reached out to several people who work for the Third Party Administrator (who is adjusting the loss) and the insurance carrier on the loss to assist the client with their frustrations and concerns regarding this claim denial. We do believe a resolution will come soon. However, I do not have a resolution as of today.
  
  In summary, we have acknowledged this client’s frustration with the insurance carrier and are working to express our concerns to the carrier and the adjuster in hopes that this loss will be settled fairly and efficiently. We have also been communicating regularly with the client to provide an update on the matter. Unfortunately, however, answers do not always come as quickly as we would hope so sometimes our response may be that we still do not have an answer. This does not mean we are not working on helping find a resolution.

  Further inquiries can be directed to me via the contact info below.
  
  
  
  Sincerely,
  
  ****** *****
  EVP, Compliance | ************ * ****************

  Customer response

  11/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: although you can do not adjudicate claims you do sell the policy’s. So if you sell a policy that includes certain things and the insurer that you sub the policy out too doesn’t insure the policy you writing that’s an issue.It’s like you writing false policies.
  
  Regards,
  ******* ******

  

  Business response

  11/18/2022

  NREIG has communicated with the carrier, TPA, and adjuster to confirm that some coverage will be afforded following this loss. Please note that not all of the items filed in the loss qualify for reimbursement/replacement under the policy you purchased. These details with be discussed with your adjuster, Mr. *****, very soon. I have email confirmation from Mr. ***** from 11/15/22 that he is re-reviewing the information and he should be reaching back out to you and our Client Experience department very soon in order to get this settled.

  We apologize this has taken so long to be resolved but do appreciate you allowing us the opportunity to work with the carrier to ensure things are handled appropriately.

  ****** *****
  EVP, Compliance

  Customer response

  11/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: if my policy that I purchase from NREIG says I should be covered for the total loss why is it fair for you to pick and choose what you want to cover if I’m in my due right . My policy states that I have $30,000 worth of theft and burglary coverage. How are you then now choosing what you want to cover if my incident doesn’t exceed my coverage?
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company wrote a property insurance policy for me for **** **** ***** ********* ** ***** with an effective date of 6-16-22. Without notification I was billed for the entire month of June, for a time period I did not own this property. When I inquired about the discrepancy, I was told this practice was "company policy" to charge customers in this manner. The billing was misrepresented to me, at no point was I informed I would be responsible to pay for weeks I did not own this property. I no longer want to do business with this company and want a refund of premiums paid to them in the amount of $110.59

  

  Business response

  07/26/2022

  The insured property located at **** **** ***** ********** ** *****, was added to Ms. ***********’s account effective 6/16/2022.  Our insurance program is a monthly reporting form program, whereas we do not prorate, and the monthly expense is fully earned if coverage is provided within that related month.  In this instance, Ms. ***********’s property was insured at least one day in June 2022 and has been reported as an insured property for the month.  This is the same way previous locations were insured. This information was communicated when the insured requested a proposal for coverage, and when the insured accepted the terms of our Program Participation Agreement.  I’ve attached copies for reference.  I’ve highlighted the areas associated with Ms. ***********’s accepted Program Participation Agreement.  An acknowledgement and acceptance of the Program Participation Agreement is a requirement of beginning a new account and is signed electronically as a part of entering auto-payment information for the account. 

   

  We are open to making a concession to assist Ms. *********** with managing this misunderstanding.  We strongly feel this billing information was effectively communicated and managed similarly in prior practice considering the location at **** ***** *** *** *** ******* ** *****, which started on 6/3/2021 and has never been prorated; however, we are most interested in providing a path for the insured to feel this circumstance has been equitably reconciled.  Monthly statements from June 2021 and July 2021 were added for reference.  We will begin the refund process to the insured for the requested amount of $110.59 as soon as possible. The refund should be processed by the end of this week, 7/29/2022.

   

  Please reach out if any additional information is necessary in this review.

  Thank you,

  ****** ***** **** ********** ***** ************ ****************

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had notified the insurance company via email on or about February 12, 2022. I'm due a refund for the unused portion of my 12 month prepaid premimun. I have not been issued my remaining funds as of this date of the filed complaint. A couple of emails had been sent before this complaint. I'm unclear if my refund has been issued or not. We snow bird between WA state and Arizona and now since the refund has not been issues not sure if the refund will be in WA or AZ. We do forward all our mail from WA to AZ when we are in AZ for the winter. We are leaving AZ to WA on May 2, 2022 and our mail will be forward back to WA effective this coming weekend. So now this could be a timing issue since our refund had not been issued. I will file another complaint if I do not receive my refund by the end of May. I will request another refund or check reissued if not received by the end of May. Emails attached with National Real Estate Insurance Group and myself.

  

  Business response

  05/05/2022

  Our Billing Manager has confirmed that a refund check was cut and mailed on 4/22/2022 to the address requested to be confirmed via email correspondence with the client. A copy of the check is attached.

  The email communication between our Billing Department and the client that accompanied the complaint was last dated 04/20/2022 in which our Billing Specialist confirmed a refund would be mailed within the week. The check was mailed two days later.

  While we are very sorry that the refund was not processed in a more timely manner, I do believe that this issue is now resolved. If for some reason we need to reissue the check and mail it to another mailing address, I would kindly ask that the client reach out to our Billing Department and make this request. 

   

  Thank you,

  ****** ***** **** **********

  Customer response

  05/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/02/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a landlord policy with ***** covering my duplex *** *** *** **** ***** ******* ***** *****. 10/2020 I filed a water claim *** **** *****, I contacted NRIG, an adjuster came out and evaluated the damage. A few days later the water started flooding the adjoining property, 348 (where I reside) I contacted the adjuster **** ******* to inform him of the damage he was very rude, yelled at me "DID YOU EVER THINK ABOUT TURNING OFF THE WATER?? I was offended and replied, I'm a businesswoman, not a plumber, while I continued to talk he said " I'm done, I'm hanging up now, he hung up the phone in my face. I reported his actions to his superior. He has retaliated by holding up my insurance check, the repairs are completed and inspected bye I have been requesting my check final insurance check for the repairs of $2929.00 as per the estimate and policy. Its been many months of requesting the funds, unanswered emails, unanswered calls and requesting the same information over and over

  

  Business response

  09/14/2021

  Thank you for giving us the opportunity to respond to this complaint from 9/2/2021. Our office has connected
  with *** ***** along with the insurance carrier (United National) as well as the third-party administrator
  firm **********) and all parties have reached a settlement agreement. *** ***** is scheduled to sign a
  release of liability and will receive her final payment due upon signature. *** ***** should then be
  rescinding her complaint.
  I would like to mention that National Real Estate Insurance Group is an insurance agency, not an insurance
  carrier. All claims are adjudicated by the client’s assigned carrier, and the carrier hires the third-party
  adjusting firm – not NREIG. While NREIG does everything we can to assist our clients who are having
  issues with their claims process, we do not have authority to make decisions about payments or settlements
  with clients following a loss. While we were able to help *** ***** finalize her settlement, the area of
  complaint was outside of NREIG’s control.
  Additionally, through our communications with the carrier and the TPA, we found that the client was not
  cooperative in the claims process in regard to providing the necessary documentation required in all
  insurance losses in order to recover the depreciation payout. *** ***** did not provide documentation
  showing that the repairs had been completed, and therefore was not eligible to receive her depreciation
  expenses payment. However, once the above-mentioned release is signed, the carrier has agreed to
  release the payment without typically required documentation.
  Please contact me if any further clarification is needed from NREIG. We are always happy to help.

*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. ↩