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:03/05/2024

  Type:Customer Service 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 would like to complaint in regards to my home owners insurance. My house was robbed in September. Everything voluble that I had was stolen. My house was all damaged from upstairs to downstairs. I have $150 thousand dollar damages. My floors were broken, my fireplace was broken, my walls, my railings, my windows and my wall stucco. I lost $400-$500 dollars of just jewelry, purses, sunglasses. I have a million dollar insurance for my house damages. My insurance is not paying me for some of the stuff that needed to be changed. CSE is stating that I have to match the walls with the same color not paint the whole wall, I have to match the tiles not change the tiles, I have to match the doors and the moldings. How can you match something if its broken. How can it look the same. I do want my house to be perfectly fixed just like how it was before. No tile, stucco or paint can be matched. You will still see the color, the lines, the textures and the designs that are different. The tile grout will also be different from the color that was ten years ago and the color now. I am hoping my insurance will take my concerns into consideration. This has been mentally, physically, emotionally difficult journey for my self and my kids. I am hoping CSE will except my estimate and pay for my full damages to be fixed. Thank you,*************************

  Business Response

  Date: 03/11/2024

  We received notification of a complaint on March 5, 2024,addressed to CSE Safeguard Insurance Company (CSE), the underwriting company for this claim. I have been asked to respond on behalf of the ****
  
  In the complaint you referenced a claim filed for a theft loss at your home on September 19, 2023. This claim was assigned to a Property Claim Examiner (Examiner) who began investigating the claim.
  
  You stated in the complaint the house was damaged from upstairs to downstairs detailing your floors were broken, your fireplace was broken, and you had damage to your walls, railings, windows, and wall stucco. In addition,you claimed that CSE was not paying for some of the stuff that needed to be changed. In review of the claim file, the Examiner advised that some of the items you claimed needed replaced, such as the fireplace, doors, walls, railings,moldings, and paint, can be repaired and do not require replacement.
  
  According to the ********** Code of Regulations, Subchapter 7.5 Fair Claims Settlement Practices Regulation, which states in pertinent part:
  
  Section ****** Additional Standards Applicable to First Party Residential and Commercial Property Insurance Policies, Subsection
  When a residential or commercial property insurance policy provides for the adjustment and settlement of first party losses based on replacement cost, the following standards apply:
  
  (2) When a loss requires replacement of items and the replaced
        items do not match in quality, color or size, the insurer shall
        replace all items in the damaged area so as to conform to a
        reasonably uniform appearance.
  
  The investigation determined the repairs to your dwelling can be made to bring the damaged property to a reasonably uniform appearance, therefore they do not need to be replaced. Because of this, CSE is affirming its position that the dwelling damage claimed can be repaired to a uniform appearance and is following the Fair Claim Settlement Practices Regulations.
  
  CSE feels this matter is resolved and asks that it be closed without further action. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21390063
  
  I am rejecting this response because: When the contractor came to my house to look at the fireplace I asked him to give me a report stating that he will fix the fireplace 100 percent. He never gave me a written statement. If a glass breaks how can you glue it and put it back together the line will still show the design the texture the color everything will show. Each persons eye sight is different from the other persons vision. Most people see a spot on the wall most people dont. I am an OCD person I do see everything on the walls and on my floors. So how can a tile match with another tile. That is impossible! I asked the *** guy if he can give me a report stating that it will match and be the same and I wont see any difference he never gave me a report, he said it will be matched by your eye sight that from far away you will not see it. It had a big broken piece right in the middle of my fireplace how can that be not seen?It was impossible. I had many contractors coming and looking if anything can be matched they all said its impossible the grout will look different the lines, designs, and textures will all be different.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/20/2024

  Nothing was resolved. You didnt even take the time to go through my letters attachments or concerns! Very dissatisfying!!!