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:07/08/2025

  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.

  Subject: Formal Complaint Mishandling of Homeowners Insurance Claim ************* To Whom It May Concern:I am submitting this complaint regarding MSI / QBE Insurance and the mishandling of my homeowner's insurance claim (Claim#: *************).On May 31, 2025, my home suffered a sewage backup that damaged both bathrooms. Shockingly, it took five days before *** approved water extraction, leaving raw sewage in my home and creating a severe health hazard for my family.After mitigation, a comprehensive third-party contractor estimate (including photos and videos) was submitted outlining the full scope of necessary repairs. Instead of acting on this clear documentation, *** has delayed the process under the pretext of multiple internal review steps and approvals. Meanwhile, my family has been forced to live in disarray for over three weeks, with essential areas of our home unusable.The company also issued a partial payment of $2,331.91 a figure that is entirely insufficient and does not reflect the true cost of restoring the home properly.I have made it clear that I will not accept patchwork or superficial fixes. I expect a full and professional restoration, as is my right under my policy.This situation has caused significant hardship and stress, and MSI/QBEs lack of timely, transparent, and good-faith handling is unacceptable.I am seeking assistance to ensure the following:Immediate action to fully reassess the claim using the third-party estimate A concrete plan and timeline for the complete restoration of my home Fair treatment and accountability Thank you for your help in addressing this matter. I am happy to provide all supporting evidence and communication history upon request.Sincerely,*** **** / ****** Modian ************************************************** ************ / ************ Policy#: PWB8210142 Claim#: *************

  Business Response

  Date: 07/21/2025

  In review of this matter, we identified that the complainant submitted both a BBB and Department of Insurance (***) complaint. We will be providing a thorough response to the complainant's concerns under the regulatory authority and process of the *** but give assurance that the matter is being handled with importance. 

• Initial Complaint

  Date:07/05/2025

  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.

  Despite clear evidence of extensive roof damage, Millennial Specialty Insurance approved only partial repairs. Since this incomplete solution was implemented, my roof has continued to leak, and the damage has worsened. Most concerningly, the leaks are now causing visible and worsening interior damage, including water stains, ceiling deterioration, and potential mold development damage that could have been prevented had the roof been replaced in full as initially recommended by the roofing professionals who assessed the structure. This situation is unacceptable and puts both the integrity of my home and my familys health at risk. Ive upheld my responsibilities as a policyholder, and I expect your company to meet its obligations by providing adequate coverage in accordance with the terms of my policy.

  Business Response

  Date: 07/17/2025

  In review of this matter, we identified that the complainant submitted both a BBB and Department of Insurance (***) complaint. We will be providing a thorough response to the complainants concerns under the regulatory authority and process of the *** but give assurance that the matter is being handled with importance.

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 purchased rental insurance from **************, as is required to rent from certain apartments. Well, I came to a legal separation with my leasing company and signed documents to exit my lease early. The last time I lived in the home was April 30th. I tried contacting ************** since before the last day I moved out, and since. I have tried contacting them via support chat online, which directs me to a phone number where no one ever assists you (you end up leaving a call back number, to which you get a silent ghost phone call back), submitting cancellation requests directly on their website form (which neither lets you input information nor submit it), and I am no longer able to login to my insurance portal, as my email attached to it is no longer affiliated with that apartment. However, today I received a full annual charge for an apartment I have no lived in for over two months - and have been constructively unable to cancel a policy for something I have no legal or financial responsibility over.

  Business Response

  Date: 07/10/2025

  To Whom it May Concern:

  
  We have worked with the insured and allowed for a courtesy 30-day backdate cancellation of their policy, which refunded the applicable premium for the period not occupied.

  
  While the customer attempted to cancel prior to this date, we recognize that they experienced technical difficulties through ResidentShield accessing the cancellation form and delays in reaching a live representative.

  
  Should the insured have any additional inquiries,they may contact our **************** team at ****************************** or ************ for further 

  Customer Answer

  Date: 07/11/2025

  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/27/2025

  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 house flooded on 5/22 and I reached out to a licensed restoration company. They were quick to respond to did mitigation work and completed it by 6/4. Since then it has been ************ to pay the amount and I am being troubled. The company also submitted the restoration budget on 6/11 and no funds has been released and my claim adjuster has stopped responding to emails I escalated this on 6/26 and was told 24hr someone will reach out to me and no one did. 15 days and no progress and sheer lack of response.

  Business Response

  Date: 07/08/2025

  We have assigned a new adjuster to the claim who made contact with the insured to discuss claim details. The estimate of damage is currently under review and any approved, covered damages that warrant payment will be processed expeditiously. The insured should continue working with the new adjuster with any questions they may have on their claim.

  Customer Answer

  Date: 07/08/2025

  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 for now.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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.

  On May 8, 2025 we cancelled our homeowners insurance as we had sold our home and are building a new home. We were informed that a cancelled policy refund of $990.30 would be sent out immediately. On May 30, 2025 we deposited the check into our ********************* and on June 4th, 2025 we were notified that the check deposited from Millennium Specialty Insurance was of Insufficient funds and that we have a NSF bad check change on our account. Obviously the state insurance commissioner needs to know an insurance company is operation with insufficient funds.

  Business Response

  Date: 06/16/2025

  We submitted a response to this complaint directly to the Complainant through BBB's system. 

• Initial Complaint

  Date:06/03/2025

  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.

  This issue with MSI aka Millennial Specialty Ins. Company began about October 2024 when they hired ********* to perform reconstruction on my home after water damage. Some of the work has been completed but there are still outstanding tasks that need to be done. There have been numerous back and forth calls between ***** ******* (claims adjuster) and myself. I have informed Mr. ******* on numerous occasions that I have been in contact with ********** representatives regarding the incomplete work on my home. He has stated during some phones conversations that he would look into the issue and get back to me but he never does. So there I am , back to square one attempting to reach him AGAIN! At this point, Mr ******* is COMPLETELY ignoring my calls, emails and any other form of communication. I recently received a letter from *** discussing my claim and attempted to contact Mr. ******* for an explanation of this letter but true to form, he has not responded. Mr. ******* is not providing me with the professional courtesy of responding to my calls and emails. I simply want the reconstruction of my home completely so that this claim can be closed. *** has proven to be non-sympathetic to the needs of their clients. I should not need to be searching for money to complete the work on my home when this is the responsibility of the insurance company.

  Business Response

  Date: 06/17/2025

  We have assigned a new adjuster to Ms. ********* claim. We have and will continue to work with Ms. ******* regarding the scope of loss and repairs to her home. The new adjuster has contacted Ms. ******* and encouraged her to reach out with any question she may have. 

  Customer Answer

  Date: 06/19/2025

  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/12/2025

  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.

  Back when I moved into my home, I got MSI insurance through the portal of my rental agency because it was convenient and they required home insurance. The payments started May 12th, 2023. The first payment was for *****. Then it was ***** a month, then May 12th it was for ***** (I assume to renew but I was never contacted about renewing it) and then went up to ***** a month. Then two days ago, I was charged ***** again. I have tried getting into contact with the company to end this insurance plan, and had absolutely no luck. I am not with the previous realty company anymore and my landlord does not require home insurance. Since I couldnt reach out to ***, I reached out to my previous realty company multiple times with over email and phone, since it was through their portal I got MSI insurance from, and they have not gotten back to me either. I dont know what to do at this point, I want it cancelled as soon as possible. I dont want to keep paying this company money. In addition, I have absolutely no record of this insurance plan, other than that Im paying for it. There is no documentation that I have this insurance other than being charged for it. Also Id like to mention that the withdrawals often say different things. Sometimes they say MSI, sometimes they say millennial specialty insurance, and often they have the word clover attached to the withdrawals. I really need to cancel this and absolutely nobody will get back to me. Seems like a big SCAM. Id like a refund because Ive been trying to cancel it for a long time and keep getting charged but at the end of the day, I really want to cancel it. Thats whats most important. Also as I mentioned previously, I have NEVER had the company reach out to renew, which is I assume when they charge me $***** each month in may. So the last two times theyve renewed my plan, Ive heard nothing about it, except for being charged for it.

  Business Response

  Date: 05/22/2025

  We have contacted the complainant to inform them of the available options when cancelling the policy. We provided them with contact information to our **************** team in order to do so, and at this time, we can confirm the matter has been resolved. If the complainant has any additional questions or concerns, our **************** team can be reached at ************ or ****************************** 

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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 have attempted to reach out to this company to have my policy CANCELED and NOT AUTORENEWED in May but I cannot access the account online despite using the correct username and password. I even attempted to use BOTH the forgot username AND forgot password links in the website and neither one worked. Every attempt to log in results in error of invalid credentials. The forgot username and forgot password links only require my last name and account number. Now if for some unknown reason the username and password that the password manager automatically inserts was somehow mistyped, I do know my own last name and the account number I literally copy and pasted for the renewal notice email. This company is engaging in fraudulent business practices by not allowing the account to be accessed online so I can cancel it. The initial policy agreement stated that the policy must be canceled to avoid annual auto renewal and simply refusing or withholding payment does not cancel the policy, it continues to auto renew and you are responsible for the payment regardless. So they are making it impossible for me to cancel because I cannot access my own account even when providing my own last name and the account number they themselves have on file for my renewal. The only satisfactory resolution to this matter is for my account to be canceled and NOT renewed. This company seems to be operating as a scam.

  Business Response

  Date: 04/30/2025

  This appears to be a duplicate complaint of 23253239. We reached out to the insured and offered suggestions on how they might be able to access their online account, such as contacting our **************** team. We advised that our **************** team can be reached at ******************** or ************, where they will be able to assist the insured with their desired resolution. 

  Customer Answer

  Date: 04/30/2025

  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 ON THE CONDITION that they fulfill their promise. My option of this companys business practices and shady dealings has not changed, therefore, although I accept the resolution offered, contingent upon its actual fulfillment, this company does not do business in a manner that I feel is appropriate or acceptable, so no Im not happy simply with the resolution but I will accept it if they fulfill their promise. There are still serious questions about their business dealings with regard to online account access, and I believe any potential customers would to well to find another ********************** provider that is reputable.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/26/2025

  Type:Billing 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 have had renters insurance through this company for at least 2 years about to renew for 3rd year. I never login because I havent had a need to submit a claim and the policy is prepaid yearly. I wanted to take a look and make changes prior to renewal this year but the website doesnt allow log in. I attempted login with forgotten username and password links and those fail to locate my policy. I am using the account number and the email address to which they sent the renewal notice so I know I have the correct information. They obviously know I have an account because they sent the renewal notice to that same email, and the account number is also correct. This seems like a scam. I believe I am being charged for am insurance product that likely isnt even going to protect me if needed, given the fact that I cant even access my own account even when using the forgotten login credentials link which asks only to supply my name which I obviously know, and my email address (to which they emailed the renewal notice so obviously that is in their system) and also the alternate means of my name and the account number (which by the way they even included on the email renewal notice) I might also mention my name is included in the email so I know there isnt some kind of typo or information change or anything. They obviously have the correct information because everything I provided they confirmed themselves in the renewal email. However even using the correct information, I cannot log in. I was just going to verify some information prior to renewal but something fishy is going on and I want out. I need the account cancelled before it attempts to renew on my credit card next month. I need this taken care of ****. I looked online and this is not an isolated incident. This company is possibly engaged in fraudulent activity. Ar the very least, it has shady business practices and I no longer wish to do business with them.

  Business Response

  Date: 04/30/2025

  We reached out to the insured and offered suggestions on how they might be able to access their online account, such as contacting our **************** team. We advised that our **************** team can be reached at ******************** or ************, where they will be able to assist the insured with their desired resolution. 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was able to contact them by phone to cancel the policy and not renew. This  resolution is satisfactory to me, however I want to note I am not happy with this companys business practices and my opinion of them is not changed with regard to my belief that something shady is going on snd possibly fraudulent when a customer cannot access their own account despite using the correct credentials and even the forgot username and forgot password links on the website do not work, it is impossible to access or change an account online. The forgot username and forgot password links on the site only require the last name of the policy holder and the account number. I mentioned previously that I certainly know my own last name and the policy number I tried both entering in manually and even directly copying and pasting the account number from their own email that notified me the policy was going to be renewed. Now if I typed my own name, and pasted in the account number that they themselves corroborated in the renewal email, I should have been able to reset my password and log in but it did not accept the information. They are making it impossible to log in or modify the account online. Furthermore I will be filing an additional complaint if the business does not fulfill its promise to me from the phone call thaf my policy is in fact going to be canceled and not renewed.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/23/2025

  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 moved out of my old apartment in October of 2024 and already cancelled my renters insurance policy via phone. I then realized this month of April 2025 that I was still being charged for renters insurance via MSI. I contacted them and did not hear back and then filed a dispute for April 2025 with my bank. I reached out to *** in April 2025 and asked what I was being charged for and they said it was a policy at my old apartment. They said that in order to be refunded they would need my move out statement or proof of another policy. I sent both documents over and they still did not issue a refund because I disputed only one month of charge in April 2025. They have not responded and they are still trying to charge me for next month.

  Business Response

  Date: 05/01/2025

  We were able to verify necessary information to reach the desired outcome with the insured. They can expect any additional refund owed to be processed expeditiously. If there are any outstanding questions, our **************** team can be reached at ******************** or ************.