Complaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/16/2024
Type: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 had a fire at house and filed a claim with them and now there not responding to me ignoring all my calls and email
Business Response
Date: 12/20/2024
Please see the attached response.Initial Complaint
Date:11/06/2024
Type: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.
We filed a insurance claim with Wellingtong Insurance for our home on May 16, 2024 and received an approval status on July 15, 2024 along with a parial payment. The letter stated that we were entitled to a recoverable depreciation payment, should we submit the required receipts. We have submitted these via email, several times and made several phone calls as late as the day of this claim with BBB 11/05/2024.I am not sure why Wellington is not paying out the funds that are clearly owed us and ask that BBB would help or guide us in the proper direction to excalate this matter further.Thank very much.Business Response
Date: 11/14/2024
Please see the attached response.Customer Answer
Date: 11/15/2024
Complaint: 22518026
I am rejecting this response because:I have submitted receiptis showing original balances from the contractor as well as the balnce paid in full. I have also submitted copies of the checks paid the the contractor. The same documents that I have attached with this message.
Also regarding the phone called made to me on November 5th, that call was made at 4:55 PM and I still have the message were I was told that I had 5 minutes to call back. I have since called twice and no one has returned my call. The only reason I got that call on the 5th is in response to my claim to BBB. I have several unanswered emails and notation of calls made includling today I called **** and I am quote sure I will not get a return call. No one has EVER returned any calls.
Regards,
******* ******Business Response
Date: 11/26/2024
Please see the attached response.Initial Complaint
Date:10/29/2024
Type: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 emailed our adjuster, ******* ******, back in July regarding damaged patio furniture to process with our insurance claim. She asked me to include photos of the damaged furniture and receipts showing the value. I sent those and receipts and the last email that I received from her was in July stating that she received my email with the photos/receipt. I have been emailing and calling for 3 months now with no further response.I called Wellington Insurance's general line and they told me to reach out to her supervisor, which I did on October 23rd. I have not heard from him either and the length of time I have been waiting for this to be resolved is already far too long. $3008.25 is the furniture replacement cost.Business Response
Date: 11/08/2024
Please see the attached.Customer Answer
Date: 11/08/2024
Complaint: 22483815
I am rejecting this response because:
The response is stating that the furniture was not damaged during the storm. It was. We have a covered patio and the furniture was close to the wall. After the storm, our furniture was all over the place. The cushions were wet and dirty and could not be cleaned with the steam cleaner that I own. I was recently provided the email address: ********************************************************************************************************* and I have emailed twice to ask where my policy states that the personal property must by dry cleaned before the claim can be processed. I checked my policy documents that have come in the mail and I checked online, but nothing seems to state that dry cleaning damaged property is a requirement. The dry cleaners in our area want to charge $10-$15 for each cushion and if our policy does not state that this is a requirement, I would rather not spend all that money.Thank you,
******** *****Business Response
Date: 11/19/2024
Please see the attached response.Initial Complaint
Date:10/24/2024
Type: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.
On 10/21/24 $464.20 was auto drafted from my bank account by ********************** on policy SUT000004448 for a renewal of a homeowner policy for the 10/18/24 to 10/18/25 term. I had gone online a month prior and disabled the auto draft for the prior year policy. I did not want to renew. There is nothing on their website to cancel the policy. I called on 10/21/24, and was rerouted from person to person. I finally reached someone who told me that I could be refunded if it was within 10 days of policy date, which it was. He never asked my name or my policy number. He gave me an email address, ****************************************************** He told me to send my request there, with my name and policy number in the subject line. I sent the email, asking for a reply that he had received it. ***** does not have a read receipt function. I have not heard back for 3 days now. Since this has a 10 day time frame, it is stressful that I am not getting a response. I sent 6 more emails to every email that I could find on their website. No responses. I called 3 different numbers, and all they did was text me the mobile app, which I already know. I went onto the website and disabled autodraft again. This time I did a screenshot, showing the confirmation. I am looking for a policy cancellation and a refund. I already got another policy from another company a month ago. I am a senior citizen, and don't have money to burn.Business Response
Date: 10/30/2024
Please see the attached response.Customer Answer
Date: 10/30/2024
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.
Regards,
***** ****Initial Complaint
Date:10/07/2024
Type: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 reported damages from Hurricane ***** to my Wellington Risk Insurance, on July 8, 2024. I've had this homeowner's insurance ** for nearly 10 yrs. and never missed their yearly payment. I was told to send proof of repairs with photos and was told that If what I paid was more than my deductible, It would not **me out of my claim check. Well, I spent over $6,000 and my deductible was $3,787. Wellington sent me a check for $817 and took my deductible anyway. I want what I had to spend and my deductible. I still have more damages to address that total over $4,000.Business Response
Date: 10/15/2024
Please see the attached response.
Thank you - Elizabeth
Customer Answer
Date: 10/25/2024
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 contingent upon their reimbursement of my repairs as stated on page 4 of their August 12, 2024 Summary Letter, which states "Your policy does allow for building structure reimbursement and/or personal property reimbursement (or terms of similar meaning), which means I can make an additional payment to reimburse you for costs in
excess of the actual cash value. This may include, for example, recovering the estimated Recoverable
Depreciation noted in the table above. As a condition to receive this reimbursement, you must:
Repair, rebuild and/or replace the damaged, destroyed and/or stolen covered property within
365 days of the date of loss, unless you request in writing that this time limit be extended an
additional 180 days;
Submit proof of the incurred cost and other documentation we may reasonably request; and
Submit reasonable proof of payment1 of the deductible applicable to this claim."I have submitted to them all proof of loss pics and proof of repaired payments.
I attached a pic of the remaining siding repair estimate of $4,200, which I cannot afford to repair until I get an additional check from Wellington.
Regards,
** ********Initial Complaint
Date:10/03/2024
Type: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.
RE policy ending in 8423;I sold the property associated with this policy effective dates Aug 16, 2024 and promptly informed all in writing and contacted both wellington and farmers insurance request to cancel said policuy to which I just recently to said date had prepaid for renewed coverage.Despite such diligent actions, it appears both respnsible parties have ignored my request,Attached are evidence of the sale and evidence of written cancellation instructions to each.IMMEDIATE refund to original payment method is warranted for prorated term through 8/16/24 (debit card)..in any event they are unable to process same, a tracking number is requested to be emailed for delivery refund check to: ******* *****************************************************************Business Response
Date: 10/10/2024
Please see the attached response.
Thank you- *********
Customer Answer
Date: 10/11/2024
Complaint: 22376638
I am rejecting this response because:Firstly, the policy WAS communiated in writing to be cancelled within 15 days of status change, the email was also CC'd to Farmers the insurance agent as Wellington is aware.
Furthmore, please take note my terms and conditions are that if you email me, I am allowed to email you responses via email as well.
Moreover, en email communication was sent to Famers in response to the refund method details and even here at this esclated level and with Wellingtons own reply, they still are lacking providing the method date an damount they are issuing said refund, see attached.
No one should have to spend such energy purusing basic infformation as I have.
Regards,
******* *****Business Response
Date: 10/17/2024
Please see the attached second response.
Thank you - Elizabeth
Initial Complaint
Date:09/25/2024
Type: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.
In September 2024 I attempted to get insurance from Wellington through a insurance broker. The broker initially quotes about ***** for insurance. They asked to do a credit check and once that was done the price went to over ******. My credit is in the mid 700's and I have no insurance claims in the last 2 decades. I called Wellington to get a understanding of their decision and what credit information they based this decision on. I wanted to be sure that there was not misinformation on my report. Wellington refused to provide and information or way to confirm that the information they used was correct. We called back with my broker and asked to be escalated to someone who could help explain. The customer service person just put us back in to the main queue. Texas law states that companies must provide information when they use a consumer's credit information to make these kind of decisions.Business Response
Date: 09/30/2024
Please see the attached response.
Thanks - Elizabeth
Initial Complaint
Date:09/11/2024
Type: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 have been with this home insurance company for years. I filed a claim on July 8, 2024 after ***** hurricane. My property had damages to the entire fencing, which included metal fencing, shed destroyed and also and roof. The first resolution letter was not done correctly because it did not include all my damages stated above. Resolution letter only had damages for wood fence and destroyed shed only and wanted to give me ******** after depreciation. Depreciation was more than half but my fence was only about 5-6 years old. I requested that it be redone and metal fence and roof damage be included.A second resolution letter was done with the correct damaged included and it was only for ****** difference more from the last resolution. This doesn't make any sense other than trying to rip me off! The field adjuster's report was higher than what insurance is trying to give me and could not tell me why. My renewal policy has increased because according to the company material and labor has increased but when it is time to payout claims they do not want to pay. This claim is still open for over 2 months now and I am still waiting to receive a fair payout. Since this have been taking a long time, I had to pay out of pocket for the damages before hand of ********Business Response
Date: 09/18/2024
Please see the attached response.
Thank you - Elizabeth
Customer Answer
Date: 09/18/2024
Complaint: 22271647
I am rejecting this response because:The first incomplete resolution letter was for $2,936.97 plus recoverable depreciation of $1,183.72 totaling $4,120.69. This letter only had damages for my fence and shed. I told Ms. ****** that I also had damaged to at lease ***** feet of metal fence and roof damage.
The second resolution letter with correct damages was for $5,370.90 plus recoverable depreciation of $1,183.72 totaling $6,554.62
I received the check for $5370.90 on 9/18/2024 and inquired into the approval of my recoverable depreciation check only to be contacted on 9/18/2024 by Ms. ****** by email that I have no recoverable depreciation. First I had recoverable depreciation but all of a sudden I am being rejected for my additional return for recoverable depreciation. All documents was sent to Ms. ****** that I have paid all repairs in full. I am willing to settle but with the recoverable depreciation second check of $1,183.72
Regards,
******** *******Business Response
Date: 09/27/2024
Please see the attached response.
Thank you - Elizabeth
Customer Answer
Date: 09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I am willing to move on from this.
Regards,
******** *******Initial Complaint
Date:08/26/2024
Type: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.
My parents have homeowners insurance with Wellington Insurance, filed a claim on July 8, 2024, the day of Hurricane *****, have reached out to this company multiple times without any kind of resolution. My parents are elderly and they are on a fixed income. They have paid out of pocket for repairs and have yet to see any form of payment from this insurance company. I've sent an email and I've called, only to be put on hold and then transferred to voicemail. The stress is affecting my mother's health and she is not able to sleep at night because of this issue. I am not sure why they continue to blow her off when she has paid her premiums on time for 7 years? I've advised my parents to seek legal counsel. This insurance company is horrible.Business Response
Date: 09/05/2024
Please see the attached response.
Thank you - **************;
Initial Complaint
Date:08/22/2024
Type: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.
Wellington home owners insurance company won't respond or return my calls and has failed to pay for hurrican damage.Business Response
Date: 08/29/2024
Please see the attached response.
Thank you - **************;
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