We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Insurance Agency

Spinnaker Insurance Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Agency.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 had a dishwasher leak in which mold grew on the back of my cabinets. I tried to replace just the cabinets effected however they are no longer available. I filed a claim with this insurance company Frebruary 14, 2024. Even though they admitted that the replacement cost is covered under my policy, they have only paid half as of today, August 21, 2024.I even hired an Adjuster to help negotiate with Spinnaker, all his emails and phone calls go unanswered.

    Business Response

    Date: 08/28/2024

    August 28, 2024


    BBB of **********
    Portal Upload


    RE:      File Number:  22174739       


    To Whom it May Concern:

    Due to the nature of the insureds claims concerns, On August 21, 2024, we contacted the insured and her contractor to address the supplemental payment requested and seek resolution. 

    It is important to us that our customers be satisfied with our claim service.  If you have any questions after reading this letter, please contact us so that any other concerns can be addressed.

    Customer Answer

    Date: 08/28/2024



    I am rejecting this response because:
    IT WAS BASICALLY A NON-RESPONSE.

    They did finally (just 2days ago) respond to my "contractor" Claims Adjuster after months of not responding at all to numerous emails and phone calls.In fact, my adjuster had to ask several times for the agents boss. And even then the supervisor did not return phone calls or emails.

    It wasn't til I filed this claim that they finally agreed to make me whole FINALLY!

    However, if I had not gotten the Claims Adjuster involved, they would not have.

    Thier response was that they strive for good customer service, THIS HAS NOT BEEN MY EXPERIENCE AT ALL!


    Regards,

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

  • Initial Complaint

    Date:08/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    July 19th I put a claim in for my rental insurance due to a fire in my home. I've had to call my claims case manager over 11 times, I still have no update on when I will be receiving assistance for living expenses, and it is now 33 days later since the fire. ********************************* is my claim manager, she never answers the phone, I leave voicemails, I will receive a call back in 4+ days which is unacceptable. When I finally am able to speak to her, which has only been 3 times in 33 days, she always states she has many claims, she is very busy, etc etc. Meanwhile I am concerned about where I am going to live and when my insurance is going to provide me assistance. I no longer have any money, I've been seeking outside resources to help during this process, but it should not be this difficult to get in contact with my insurance. I cannot imagine what other insurers are going through, this demonstrates poor quality of care, and unprofessionalism.This is truly a horrible experience and overwhelming as a college student who is now homeless!

    Business Response

    Date: 08/28/2024

    August 28, 2024


    BBB of **********
    Portal Upload


    RE:      File Number:  22174657       


    To Whom it May Concern:

    We have carefully reviewed the insureds recent complaint concerning her claim and the alleged lack of notification.

    On August 26, 2024, a claims supervisor contacted the insured to discuss her claim and address her concerns. The insured confirmed her understanding of the claim process and the necessary documentation for an expedited resolution.Additionally, the insureds adjuster has been informed to anticipate her call and to continue addressing any further concerns.

    It is important to us that our customers be satisfied with our claim service. We remain committed to ensuring the insureds satisfaction with our service.


    Respectfully,

    *************************
    Regulatory Compliance Lead

  • Initial Complaint

    Date:01/12/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Spinnaker is the insurance company for a 4 Plex I purchased. It got hit by a tornado and my coverage paid for any lost rent from the damages. We had to sell because the city required repairs our insurance didn't cover and we didn't have the money to pay for them out of pocket. We were getting our lost rent checks from Spinnaker up until we sold and now they've completely ghosted us. I've called and left messages and emailed so many times and NEVER get a response. We are owed one month lost rent for September and a prorated amount for October. We lost everything, all our savings from this. We have a contract with Spinnaker and I expect it to be honored and fulfilled. Policy number is SPIN1H0003.

    Business Response

    Date: 01/23/2024

    January 23, 2024

    BBB of **********
    Portal Upload

    RE:      File Number:                          21139667


    To Whom it May ******************* claims department has reached out to ****************** and addressed her concerns. Our understanding is that this complaint has been resolved.

    Thank you. 

  • Initial Complaint

    Date:12/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 submitted a claim in regards to loosing all of my food due to a power outage. I was told that because the power outage occured due to a tornado and not just due to a power outage for no reason that my claim would not be processed. When I signed up for this it clearly states that my renters insurance would cover lost items/food related to a natural disaster. *************************** was rude and no help. Instead of trying to help he was trying to convince me to give more money to your company that couldnt even help me replace lost food due to outage. He brushed off my claim and told me that i was out of luck. This is appalling to treat anyone this way and reject a claim due to a tornado impacting my community.

    Business Response

    Date: 12/29/2023

    December 29, 2023

    Better *************** Serving **********
    Portal Upload

    RE:      File Number:                          21058060

    To Whom it May ***************** claim was filed by the Insured on December 12, 2023, for food loss due and damage to a television due to an area wide power outage caused by a tornado.  The adjuster spoke with the Insured on this date, and after the policy language and coverages were discussed, the Insured understood that there could be no coverage afforded for this type of loss.  The withdrawal of the claim was based on the understanding that coverage could not be provided under the terms outlined in the policy.

    There were multiple attempts made by the Supervisor to reach the Insured (after receipt of the complaint) to discuss the claim, and further clarify the Policy language with the Insured.  None of the call or e-mail attempts were responded to by the Insured.

    December 28, 2023: Supervisor made 2 call attempts and sent 2 e-mails requesting a return call.

    December 29, 2023: Supervisor made 1 call attempt and sent an e-mail requesting a return call.

    At the time of this response, attempts have been made to resolve the complaint with the Insured voice-to-voice, and the adjuster and/or supervisor would welcome the opportunity to further discuss the claim with the Insured.

    Thank you.

  • Initial Complaint

    Date:10/07/2023

    Type:Order Issues
    Status:
    Answered
    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 insurance carrier failed to investigate my claim and pay what is owed under the insurance policy.

    Business Response

    Date: 10/23/2023

    October 23, 2023

    Better *************** Serving **********
    Portal Upload

    RE:      File Number:                          20709582

    To Whom it May ******************* customer was contacted by claims management, and they were advised what information is needed to resolve their concerns regarding the coverage for their flooring. We have allowed for direct physical damage to the flooring and have requested that a report be provided that verifies the existing flooring or a like replacement does not exist to make a claim decision. They need to provide additional support to consider the replacement of all flooring that will be addressed after it is received.

    Thank you.

    Customer Answer

    Date: 10/25/2023


    Complaint: 20709582

    I am rejecting this response because:

    The carrier has determined that the flooring needs to be replaced and an expert (Royal Oaks Flooring) has already confirmed that the existing engineered wood flooring cannot be matched. However, the carrier is not proceeding with the adjustment of my claim which violates the Cal Code of Reg.

    Regards,

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

Spinnaker Insurance Company is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.