Complaints

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:04/15/2025

  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.

  On March 11, 2025, I was involved in a motor vehicle accident. Following this incident, I submitted a request for short-term disability benefits through my employer, as I am enrolled in their disability insurance plan and pay for this coverage.Despite having submitted all requested documentation and fulfilling every requirement on my end, the insurance company has failed to provide any payout. It has now been over a month, and I have not received any benefits. The online claims portal states that no further information is needed from me, yet I continue to be told that the delay is due to my employer. I have clarified that I have only one primary employer for this claim and that the others are not involved due to the minimal work history there (only one shift worked).I have made multiple attempts to communicate with the company to resolve this issue, but their responses have been evasive and unproductive. Additionally, during one of my initial conversations, an employee named *** behaved in an unprofessional and hostile manner, going so far as to threaten me during what was intended to be a routine inquiry about my claim.This prolonged delay is causing significant financial and emotional distress during an already difficult time as I recover from my injuries. As a paying customer, I expect fair, timely, and professional handling of my claim, in accordance with the terms of the insurance policy and applicable law.I am seeking:Immediate resolution and payout of the short-term disability benefits I am entitled to.A formal review of how my case has been handled.Appropriate disciplinary action or review regarding the employees threatening behavior.Reimbursement for any financial losses incurred due to the delay.Please advise on next steps and how this matter will be investigated.

  Business Response

  Date: 04/30/2025

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you.

• Initial Complaint

  Date:01/28/2025

  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 told I had a check mailed out since Dec 23 2024,I never received that check. I waited the 10 business day to stop payment on said check. Was told it was reissued on 1 22 2025, since then I have received a smaller check but still no check from 12 23 2024. They have told me it's the mail. No it's not the mail if it was how did I receive a small check and not my regular 2 week amount. They never reimbursed me for the check missing and it's saying payment was made . I need that check to pay my Bills. How can they just continue to LIE to the customer. Do something about it

  Business Response

  Date: 02/14/2025

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If there is anything else we can help you with, please contact us and we will do our best to assist you.

• Initial Complaint

  Date:01/10/2025

  Type:Product 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 am an administrator for our company benefits.I have sent numerous emails over the last few months to ShelterPoint, many of which they have not once responded to. I even turned on "Read Receipts" and have confirmation that they've seen my recent message.I am sending my complaint to the BBB so that ShelterPoint might finally respond to us about literally ANY ******** email addresses respond to anything you send them. Their claim forms email doesn't respond, their customer service email doesn't respond... this is wholly irresponsible and I'd advise against anyone from using this company in the future, regardless of any "resolutions" you might find on this site.They're allowed to cancel our policy without trying to get in touch with us appropriately, but we can't even get them to answer our questions for months on end. Make it make sense!?!

  Customer Answer

  Date: 01/10/2025

  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 and the matter has been resolved.

  I am still dissatisfied with their ability to respond to the email addresses publicly listed as reference emails, however, this specific complaint was resolved.

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

  
  

• Initial Complaint

  Date:12/30/2024

  Type:Product 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 applied for PFML (Paid Family Medical Leave) on 12/2. The company reported receipt of my application on 12/6 via email. As of this writing, I still have not begun receiving my earned benefit that I pay into. I have sent emails and made several phone calls without any resolution. Calls end with a customer service representative telling me they are sending an email to a supervisor and that person will return a phone call by the end of the day; this has not happened yet, and I have called several times. Emails are promptly returned with out of office automated responses. I have utilized all of my PTO to cover the gap between my PFML starting and my being out of work; however, I have run out of time to use it. According to Shelter Point, it takes 18 days for the benefit to start. I am now over three weeks out from the date Shelter Point confirmed receipt of my application. My last communication with the *** examiner from ************* was on 12/23 when she told me that my leave would start on 12/2 or later. I promptly (within 10 minutes) returned an email confirming that my leave would start on 12/6 as that was my next scheduled shift. I am a new father who has worked hard and paid into the **** system for years. In my state, the *** website reports that it should take 7 days to start. I am beside myself and have reached out to anyone in a corner office at my company for help; however, it seems as though not a single person cares.

  Business Response

  Date: 01/08/2025

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you. 

• Initial Complaint

  Date:08/13/2024

  Type:Product 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 am on maternity leave and am supposed to be getting paid through ShelterPoint. They have not paid me any money that I am owed yet and every time I call the company, I cant get a supervisor on the phone. They keep telling me that it hasn't been reviewed yet. This is ridiculous I have to deal with this 7 weeks into my leave. Someone needs to call me and have this fixed immediately!

  Business Response

  Date: 08/29/2024

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair 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 went on maternity leave 7/19/24 and am using PFL through Shelterpoint through my employer. My employer and I have submitted all documents in a timely, if not immediate, manner. My claim has gone through the hands of 3 representatives as they take care of cases on a "rotational basis" with no direct update from any of them. Just automated emails stating documents received and to give up to 5 business days for EACH document to be reviewed. This is a terribly inefficient system that causes an unnecessary delay in receiving benefits or updates. I called last week for an update and was told my person was emailed and to wait ***** hours for a response that I did not receive. Just another automated email asking for documents I'd already submitted multiple times. It took my *************** contact reaching out to me to clarify why there might have been a delay instead of a Shelterpoint representative *** I immediately submitted my revised documents. Reading through these complaints I can see this is a frequent issue and now fear for my financial stability and ability to help feed my family. If I don't begin to receive benefits by the end of next week I will be forced to go back to work much sooner than I anticipated and potentially miss bonding time with my newborn. I do not recommend use of this company at all. Attached is proof of all the written back/forth I've had so far. Names omitted for privacy.

  Business Response

  Date: 08/07/2024

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you.

  Customer Answer

  Date: 08/07/2024

  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 and the matter has been resolved. My claim was finally approved on 8/2/24 and I received my first payment of benefits on 8/6/24.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Product 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.

  Filed this claim for **** on Dec. 1st 2023 after talking with ShelterPoints Insurance representative, they requested supporting docs., followed up same day with supporting docs. Emails back and forth on Dec. 4th 2023. Request for additional docs. on Dec. 8th sent same day. No acknowledgement.Followed up 0n Dec. 15th again on Dec. 21st again on Jan. 8th 2024 again on Jan. 19th and once again on Jan. 26th. When I called I was told she is not at her desk. I have gotten no response on any of the follow **** The last time I had any contact with their representative was on Dec. 8th 2023 when they requested additional docs. and they were sent same day. I have heard nothing about this clam, whether it is denied or accepted.

  Customer Answer

  Date: 02/26/2024

  At this time, I have been contacted directly by ShelterPoint Life Insurance Company regarding complaint ID ********, however my complaint has NOT been resolved because:

  Shelterpoint contacted me by phone on Feb. 5th and assured me this wasn't the way they conducted business and to forward previous communication with them. I did so on the same day, Feb 5th. I have followed up with them on Feb. 16th and Feb. 22nd and have received no response from them since the phone call on Feb. 5th.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 03/05/2024

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you.

  Customer Answer

  Date: 03/12/2024

  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 and the matter has been resolved.
  Shelterpoint resolved this complaint to my satisfaction 
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  The company ShelterPoint is processing my ** Paid Family Leave claim and I believe they are mishandling claims on purpose in order to delay or deny payment to claimants. I had submitted my paperwork correctly and on time and reached out to this company for a status 4 times over a month long period before they approved my claim. They could not tell me why it was denied initially, except to say that the claims examiner thought I submitted the claim before my child was born which was untrue and I have documentation to prove that. I shared this on the phone with the customer service representative who said, yes you're right, you didn't submit prematurely and said he would call me back and he never did. One email went unanswered for over a month even though they instruct you to contact that email with questions. I emailed again one month later with no response, so once again called. Once they approved my PFL claim, it was in the wrong amount and when I contacted them to ask why, I was directed to another email that they said could handle the problem. I have zero confidence that my issue will be resolved as my prior emails have not been answered. It seems like they just use tactics to stall you and prolong the process so they don't have to pay out your claim. I am reaching out because I believe I am not the only person who is having this experience with ShelterPoint and they need to be held accountable for mishandling a ******** program. I believe that their claims examination and customer service process should be investigated.

  Business Response

  Date: 01/29/2024

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If theres anything else we can help you with, were happy to assist you.

• Initial Complaint

  Date:01/02/2024

  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.

  Put in for PTO when my daughter was born in late November Ive been going back and forth updating information resubmitting information to no avail I keep getting told Im missing something even though theyve had everything they need to process my claim my family toddlers and a infant have had to go without because this company wants to hold out as long as they can before they do their job smfh even after this the only thing theyre going to do is post some generic automated response about how they will surely follow up to resolve the problem I need my money its no wonder people go off the deep end

  Business Response

  Date: 01/03/2024

  Thank you for bringing this to our attention. It appears the issue has already been resolved through other channels. If there is anything else we can help you with, please contact us and we will do our best to assist you.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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.

  My job filed my disability claim timely. They filled out everything as required on the form and so did my doctor. I had a quadruple bypass back in October, to this date they have my payments on hold! Not once did they contact me to advise me of whats going on! What more proof could these incompetent individuals need??? Its right there in black and white! Its absolutely ridiculous and so unprofessional. Not to mention their tactics are unlawful holding back payments and not processing claims. As a disabled employee I have rights and Shelterpoint is violating these rights. I have been disabled since 9/30/23. I havent been able to return to work yet as both my cardiologist and PCP agree I need a bit more recovery time. Ive submitted notices from both providers and updated all my information. There is no excuse to delay anybodys claim. This is the worst insurance company Ive ever delt with. At our next executive meeting Im making a recommendation to my employer to change companies. Ive had time to do research and found some great companies. I have been working for nearly 20 years at my job and any recommendations from me will be taken seriously. Im sorry but none of our employees should be treated so poorly especially that we pay for this insurance.

  Customer Answer

  Date: 01/03/2024

  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 and the matter has been resolved.
  
  The business handled my situation very professionally and quickly. 
  
  Sincerely,
  
  *******************************