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:06/05/2025

  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.

  On May 20, 2025 a Tornado did damage to my mobile home. I had to have the porch roof and home roof repaired, and the storm door replaced. The work was dine in a week. I filed a claim with the insurance giving them pictures and receipts. Since I did not have pictures of the home roof the denied the ckaim.

  Business Response

  Date: 06/12/2025

  Hello, 
  
  Kinsale Insurance Company is in receipt of the referenced complaint filed with the BBB. 
  
  Please be aware that we will reach out to the complainant to address this matter directly in a timely manner. Should you have further follow-up questions, please reach out to the complainant directly. 
  
  Thank you, 
  
  Kinsale Insurance Company

• Initial Complaint

  Date:03/18/2025

  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.

  Have been trying to obtain a refund since 2/12/2025 when I cancelled due to the demolition of the mobile home. I provided documentation to my insurance agent, ************* Insurance, ************ on 2/12/2025. When I called on 3/4/2025 to inquire about my refund, Kinsale indicated they had just received the paperwork and would work with my agent. When I tried calling today, I was not connected with anyone and did not receive a call back.

  Business Response

  Date: 03/25/2025

  Kinsale Insurance Company (Kinsale) is in receipt of the referenced complaint filed with The
  Better Business Bureau and this letter serves as our response.
  This policy was placed with Kinsale through the wholesale broker Aspera Insurance Services,<******. (******) by the retail agency GreatFlorida Insurance - Bradenton (GreatFlorida). The
  Complaint is in reference to the return premium in connection with the cancellation of Policy
  **********-10.
  Below are details for this transaction:
  Policy ********** was renewed under Policy **********-10 with a Policy Term of
  8/08/2024 - 8/08/2025 (see Attachment 1).
  On 2/12/2025 GreatFlorida informed Aspera that the insured would like to cancel
  the policy because the home was being demolished, and asked what information was
  needed in order to cancel the policy. Aspera responded the same day advising as to
  what was needed.
  On 3/04/2025 GreatFlorida provided Aspera with a signed cancellation request,
  requesting cancellation effective on 2/12/2025 (see Attachment 2).
  On 3/06/2025 As a courtesy, Kinsale agreed to backdate cancellation to 2/12/2025.
  On 3/07/2025 Kinsale issued the Cancellation Endorsement with the cancellation
  effective date as 2/12/2025 as per the insureds request (see Attachment 3).
  Please note that the policy includes the following Form, SPECIAL PROVISIONS FLORIDA,
  which states:
  "(a) You may cancel this policy at any time by returning it to us or by notifying us in
  writing of the future date cancellation is to take effect." . . . (d)If we cancel due to
  non-payment of premium or if you cancel for any reason, we will retain the greater
  of the minimum earned premium amount shown on the Declarations Page or the
  short rate premium amount.
  As a courtesy to the insured, Kinsale cancelled the policy on the insureds requested date of
  2/12/2025, and processed the return premium pro-rata, without imposing the short rate
  penalty for early cancellation.
  The return premium details are as follows:
  Cancellation Endorsement Return Premium: $690.00
  ********************** Fee: $0.41
  Florida Surplus Lines Tax: $34.09
  o Total Return Premium: $724.50
  As this Cancellation Endorsement was issued on 3/07/2025, the return premium only began
  processing at that time and as such required time to process. Kinsale reached out to Aspera
  upon receiving this complaint and Aspera advised this return premium will be sent to the
  insured on 3/26/2025 in the form of a physical check via AsperaPay.
  Though we trust this explanation has addressed the concerns presented, please contact us
  with any questions at *******************************************************************************.
  Sincerely,
  Compliance Department
  Kinsale Insurance Company
  Attachments: Attachment 1 Policy **********-10
  Attachment 2 Signed Cancellation Request received 3.04.25
  Attachment 3 Cancellation Endorsement **********-10-E1

• Initial Complaint

  Date:03/11/2025

  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.

  September 20, 2024 I was sold an Insurance policy. However Kinsale Insurance company is not registered with the Illinois Department of Insurance therefore it is not an accepted policy for the licensing section of the ****************************. I was not allowed to get my license and therefore I reached out to my agent to cancel my policy and reimburse me the money I was charged for a policy that should not even be sold in the state of ********. The company refused to cancel my policy yet alone reimburse me. They continue to send me bills and I would like this matter resolved and reimbursement of everything I paid to this company.

  Business Response

  Date: 03/18/2025

  Kinsale Insurance Company (Kinsale) is in receipt of the referenced complaint filed with The
  Better Business Bureau and this letter serves as our response.
  This policy was placed with Kinsale through the wholesale broker Burns & ****** -
  ************, IN (Burns) by the retail agency Love Insurance Agency (Love). The Complaint
  is in reference to the insurance coverage provided. The complaint states:
  September 20, 2024 I was sold an Insurance policy. However Kinsale Insurance
  company is not registered with the ******************* of Insurance therefore it is not
  an accepted policy for the licensing section of the ****************************. I was
  not allowed to get my license and therefore I reached out to my agent to cancel my
  policy and reimburse me the money I was charged for a policy that should not even be
  sold in the state of ********. The company refused to cancel my policy yet alone
  reimburse me. They continue to send me bills and I would like this matter resolved and
  reimbursement of everything I paid to this company and the Desired Resolution
  states, Refund.
  Please note that Kinsale is what is referred to as a Surplus Line insurer in ********. Surplus Line
  insurers are not licensed in the same way as admitted carriers; however, they are permitted to
  operate in ******** and other states under specific regulatory guidelines upon meeting certain
  requirements Kinsale meets these requirements for placement in ********. Surplus Line
  insurers provide coverage when what are referred to as standard, admitted, or
  authorized insurers are no longer willing or able to provide the type of coverage requested.
  Surplus Line insurers act as a backstop in the insurance market and provide coverage when
  standard insurers no longer provide coverage. As Kinsale is a Surplus Lines insurer in ********,
  as with all Surplus Line insurers in ********, Kinsale can be accessed only through Surplus-Lines
  licensed wholesale intermediary brokers that are referred to as Surplus Lines brokers these
  licensed wholesale brokers are responsible for ensuring placement with a Surplus Lines
  insurer is appropriate.
  The complaint specifically references Policy 0100324742-0 (see Attachment 1); however,
  since Policy 0100325314-0 (see Attachment 2) was bound on the same day, and was also
  cancelled on the same day, as Policy 0100324742-0 we are referring to both policies in the
  response.
  Kinsale received a submission from ***** requesting quotes for Recovery Specialist Agency
  Inc. Kinsale responded by issuing Quotes. On 9/20/2024, ***** requested to bind coverage.
  Kinsale issued the Binders and subsequently issued the Policies.
  On 1/16/2025, ***** submitted a Cancellation Request signed by the insured on 1/16/2025,
  requesting cancellation as of 12/17/2024, for both policies (see Attachment 2 and 3).
  Cancellations are processed the day Kinsale receives the cancellation request since coverage
  had been provided up to that point. Kinsale cancelled both policies the same day it received
  the cancellation requests and issued Cancellation Endorsements (see Attachments 4 and 5).
  As both policies were cancelled at the request of the insured, the 10% short rate penalty
  applies. For Policy 0100324742-0, please refer to section G, subsection 1 Cancellation (a) and
  (e): a. The named insured listed first in the Declarations may cancel this policy by mailing or
  delivering to us advance written notice of cancellation, and e. If we cancel due to nonpayment of premium or if the named insured cancels for any reason, the refund may be less
  than pro rata and is subject to the minimum earned premium. For Policy 0100325314-0,
  please refer to Form Common Conditions Casualty, section (a) and (e): a. The first Named
  Insured shown in the Declarations may cancel this Policy by mailing or delivering to us
  advance written notice of cancellation, and e. If we cancel due to non-payment of premium
  or if the first Named Insured cancels, the refund may be less than pro rata and Form
  Additional Policy Provisions Premium, section 3(a): 3. If you cancel this Policy and: a. The
  Policy is not subject to audit, the return premium will be 90% of the unearned premium.
  Kinsale does business with the broker through which this policy was placed, Burns, on a
  monthly ******************** basis, which means Burns pays Kinsale monthly net of its
  commission and net of any return premiums for cancelled policies. Accordingly, Kinsale
  does not issue return premium checks to insureds or to Burns. Kinsales Accounting
  Department confirmed that ***** obtained the return credit for these policies on 2/28/2025.
  For any additional questions related to the return premium, the insured should reach out to
  their retail agent.
  Though we trust this explanation has addressed the concerns presented, for further
  questions please have the insured reach out to their retail agent.
  Sincerely,
  Compliance Department
  Kinsale Insurance Company

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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.

  On 27 August 2024, a driver ****** ******, for ******************* picked up up my ******************* *********, ** to transport it to ***********, **, with an estimated delivery date of 31 August 2024. The vehicle was delivered on 2 September 2024 to a friend of mine as I had not yet made it to the destination. I picked up the vehicle from my friend on 4 September 2024 and noticed damages. After working through the transport group to claim the damages, I was connected with Kinsale Insurance Company as the insurance provider of the driver/************************* first contact with Kinsale was on 12 September 2024 where the agent I was connected with is **** *******. I provided all of the necessary documentation from my end to process the claim and coordinate the repairs, but the agency still needs documentation from the driver/company, ******************** Since my initial contact on 12 September 2024, I have had to initiate contact at least once per month to get an update on the claim. Each time **** repeats that he is unable to reach the driver or company, and the claim cannot proceed without the documentation from the company, the latest contact was today, 10 March 2025. There has been no progress made on the claim in six months and the company has refused to escalate their efforts to make contact.

  Business Response

  Date: 03/18/2025

  This letter will acknowledge receipt by Kinsale Insurance Company (Kinsale) of the above captioned
  Better Business Bureau Complaint bearing Case No. ********, which we received notice via email from
  your office on March 11, 2025. Please allow this letter to respond to the ******** ******** (Claimant
  or ********) complaint.
  First, Kinsale disputes the BBB inquiry initiated by ******** is proper considering ******** has no
  marketplace relationship with Kinsale. Kinsale is an excess and surplus lines insurance company issuing a
  variety of insurance policies to individuals and organizations throughout the country. Here, Kinsale
  issued an ******************* Truck Cargo Legal Liability Policy (the Policy) to our named insured,
  ****************** ***************** ************** was allegedly hired to haul a 2022 **** ****** (the
  cargo) from *********, ** to ***********, ** on behalf of ********. ******** submitted a claim against
  ************** Policy. ******** alleges that during the course of transit ************** damaged the
  cargo and submitted a claim to Kinsale as ************** Motor Truck Cargo Legal Liability carrier,
  seeking compensation for the alleged damage to the property.
  Kinsale has explained to the Claimant the process of third-party liability claims and that we are
  investigating the claim. As part of that investigation, Kinsale has been attempting to contact Trans
  Services and obtain documentation to confirm the facts and establish coverage and liability under the
  Policy. We continue to conduct our investigation and will determine coverage and liability for this
  matter based on the facts of the loss and the coverage available under the Policy.
  Timelines for claim investigation and settlement can vary. An insured's response or lack thereof may
  impact claim investigation, to the extent such information is needed to finalize investigation and
  discovery of facts necessary for coverage determination. For any specific questions regarding the
  current status of a claim in process, or to forward information that may be helpful to assist in the claim investigation, please refer the same to the Claims Examiner assigned to this file, **** ******* via email ****************************************** or by phone at ************.

  Should you require further explanation or documentation beyond what Kinsale has provided, please do
  not hesitate to contact me at ************** or via email at ******************************************************************************************.
  Sincerely,
  ********* M. ******, AIC
  Vice President - Claims
  Kinsale Insurance Company
  NAIC# *****

   

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not satisfied with this response as it continues to pledge no change in contact attempts. I would like to know what Kinsales plan of action is if there is continued inability to contact *************** After six months of inaction, an escalation of effort needs to take place. 
  
  Regards,
  
  ******** ********
  
  
  
  
  

  Business Response

  Date: 04/01/2025

  This letter will acknowledge receipt by Kinsale Insurance Company (Kinsale) of the second inquiry
  regarding the above captioned Better Business Bureau Complaint bearing Case No. ********, which we
  received notice via email from your office on March 28, 2025. Please allow this letter to respond to the
  ******** ******** (Claimant or ********) additional complaint.
  Kinsale continues to dispute the BBB inquiry initiated by ******** is proper considering ******** has no
  marketplace relationship with Kinsale. Kinsale is an excess and surplus lines insurance company issuing a
  variety of insurance policies to individuals and organizations throughout the country. Here, Kinsale
  issued an ******************* Truck Cargo Legal Liability Policy (the Policy) to our named insured,
  ****************** (**************).
  Please note that nothing has changed since our last response dated March 17, 2025. Kinsale continues
  to reach out to ************** to confirm coverage and liability for this matter however **************
  has not responded, and as such, Kinsale will be issuing a formal coverage declination letter to Trans
  Services. Mr. ******** should direct his future inquires to ************** directly.
  For any specific questions regarding the current status of a claim in process, or to forward information
  that may be helpful to assist in the claim investigation, please refer the same to the Claims Examiner
  assigned to this file, **** ******* via email ****************************************** or by phone at ************.
  Should you require further explanation or documentation beyond what Kinsale has provided, please do
  not hesitate to contact me at ************** or via email at ******************************************************************************************.
  Kinsale Insurance Company
  Claims Department
  ************************************************** Phone ************
  P. O. ***********************************
  Sincerely,
  ********* M. ******, AIC
  Vice President - Claims
  Kinsale Insurance Company
  NAIC# *****

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. While I am disappointed with the resolution, I appreciate Kinsales efforts to attempt contact with their insured. I hope that this drives them to reevaluate the agreement with ******************* I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Kindest Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:03/03/2025

  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.

  My car was damaged while being transported. I contracted ****************** (online broker), who contracted ************************** as carrier to transport my car from ** to **. The car was damaged. ****************** (******) cleaned its hands saying they did not have any responsibility. They provided me with a certificate of liability, saying that **************************, insurance was - The horizons financial and insurance. This "The horizons financial and insurance" was never available on the phone, they (***** *******) did respond my email and asked me for proof which I sent (pictures, videos and messages that ************************** sent me saying they were responsible for the damage of my car) I also sent an estimate. Based on what was found and the report from ******, when the car was taken to get the estimate to be fixed, the driver tried to fix the damage without reporting it, by replacing the sunroof glass with some type of plexiglass that was then painted black (just this action is illegal). Additionally, glass debris was found in the trunk and back seat of the car. Also, I would like you to know, the driver falsified the receiver's signature on the *** (another illegal action). I have received bills from the Tolls companies from *************, ********, and **********. This happened on 11/15/2024 and I have not received an answer or payment to fix my car. On 12/30/2024 I received an email from Kinsale Insurance Company (Will ******** ******************************************* ****************** ***************** giving me a claim number. It has been over 20 emails and phone calls, and my car has not been fixed. This morning, *** ******** told me that they had just closed 2 claims for **** ** without paying them and probably my claim will be closed too. I am filing a complaint to all these companies: The ******************************************* located in *******, ****************** with headquarters on ********, ************************** located in ******* and Kinsale Insurance in ********.

  Business Response

  Date: 03/07/2025

  Dear Ms. ***************** letter will acknowledge receipt by Kinsale Insurance Company (Kinsale) of the above captioned
  Better Business Bureau Complaint bearing Case No. ********, which we received notice via email from
  your office on March 4th, 2025. Please allow this letter to respond to the ****** Steeles (Claimant or
  ******) complaint.
  First, Kinsale disputes the BBB inquiry initiated by ****** is proper considering ****** has no marketplace
  relationship with Kinsale. Kinsale is an excess and surplus lines insurance company issuing a variety of
  insurance policies to individuals and organizations throughout the country. Here, Kinsale issued an
  Inland ************ Truck Cargo Legal Liability Policy (the Policy) to our named insured, **** **
  ************ (**** **). **** ** was hired to haul a 2012 ****** Mazima (the cargo) from **********,
  ** to ************, **. ****** submitted a claim against **** *** Policy. ****** alleges that during the
  course of transit **** ** damaged the cargo and attempted to repair the damage without their
  knowledge and submitted a claim to Kinsale as **** *** Motor Truck Cargo Legal Liability carrier,
  seeking compensation for the alleged damage to the property.
  Kinsale has explained to the Claimant the process of third-party liability claims and that we are
  investigating the claim. As part of that investigation, Kinsale has been attempting to contact **** ** and
  obtain documentation to confirm the facts and establish coverage and liability under the Policy. We
  continue to conduct our investigation, and will determine coverage and liability for this matter based on
  the facts of the loss and the coverage available under the Policy.
  Should you require further explanation or documentation beyond what Kinsale has provided, please do
  not hesitate to contact me at ************** or via email at ******************************************************************************************.
  Kinsale Insurance Company
  Claims Department
  ************************************************** Phone ************
  P. O. ***********************************
  Sincerely,
  ********* M. ******, AIC
  Vice President - Claims
  Kinsale Insurance Company
  NAIC# *****

  Customer Answer

  Date: 03/08/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Ms. *************** you very much for your assistance with this matter.
  I respectfully disagree with the statement from Kinsale that says "Kinsale needs to contact their insured **** ** and obtain documentation to confirm the facts and establish coverage Kinsale as an Insurance company knows what coverage they provide to their insured. Kinsale said they have tried to contact **** **, but I have not been included on the communications that Kinsale said they had sent to **** **. Anyway, that's not what matters.
  Let me explain my case, The car was picked on Thursday 11/7/2024. And promised to be deliver it on Sunday 11/10/24. On Saturday 11/9/2024 ****************** (the broker company) called to confirm the delivery the next day. Something happened, that **** ** did not communicate with *** because on Tuesday11/12/24 about 4:00pm (Texas time) a representative from *** called me to ask about my experience. I told the person: what are you talking about the car has not been deliver and you did not know? From there all this terrible experience started and here we are on 3/7/2025 without a solution and with my car damaged for about US ****** dollars that either **** ** (the career) or its insurance Kinsale want to be responsible and pay for. 
  After month and a half and more than 30 emails, which I have records of, on 12/30/2024 Will ********* from Kinsale contacted me with a claim number. I thought good we are making some progress but since then, the communication with Mr. ********* has been the same, there has been not progress. I provided Kinsale with all the evidence they asked for, including pictures, videos, estimate and emails in which **** ** admitted the damages they caused, including emails from the broker *** to **** ** agent (read attached email from 12/12/24)
  During the inspection for the estimate, ****** found out that the sunroof was damaged and replaced with some type of plexiglass (this explains why the delivery took so long and without any answer from the carrier). They also found, like I stated before, pieces of glass in the back seat and trunk of the car (pictures were attached in my initial complaint. By The way I have also received Toll bills from *************, ** and ** from dates the the car was in the carrys possession.
  Mr. ********* has said he needs to contact **** ** in order to pay for my claim. I have asked how long Kinsale has to contact **** **, but Kinsale does not give a specific answer (Read attach email from 2/18/25) This Monday 3/3/2025 Mr. ********* stated that they had 4 claims for ************************** and that he had just closed 2 of them without any compensation because **** ** does not answer his communication. He also mentioned that more than likely it will happen to my claim. (this took me to take action and contact BBB). He also advised me to file a claim with my own insurance, I respectfully told him I am not willing to involve my own insurance and generate an increase in my car insurance payment because Kinsale doesnt want to pay for the damages that its insured **** ** caused and admitted
  In a different note, today 3/7/2025 I consulted with legal advisors, including an attorney that actually represents Kinsale Insurance Company who told me: seems like Kinsale wants to scam you, Kinsale does not need to communicate with **** ** to pay for your claim; they already have a claim number and all the evidence. I (****** ******) understand this could be unprofessional, but I am willing, if I have to, to provide the information of this attorney that actually represents Kinsale and therefore would not be able to represent me, if I decide to proceed with bad faith insurance sue.

  I completely understand, this was an unfortunate event for all the parties involved, and the only thing I am asking for is to be paid to fix my car as soon as possible. As you know rains and snow continually in ** and the car cannot be use because of the risk of getting it wet inside since the damages were on the top-sunroof of the car.
  
  Regards,
  ****** ******,
  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Business Response

  Date: 03/13/2025

  This letter will acknowledge receipt by Kinsale Insurance Company (Kinsale) of the above captioned
  Better Business Bureau Complaint bearing Case No. ********, which we received notice via email from
  your office on March 10, 2025. Please allow this letter to respond to the ****** Steeles (Claimant or
  ******) complaint.
  Kinsale continues to dispute the BBB inquiry initiated by ****** is proper considering ****** has no
  marketplace relationship with Kinsale. Kinsale is an excess and surplus lines insurance company issuing a
  variety of insurance policies to individuals and organizations throughout the country. Here, Kinsale
  issued an ******************* Truck Cargo Legal Liability Policy (the Policy) to our named insured,
  ************************** (**** **).
  Please note that nothing has changed since our last response dated March 7, 2025. Kinsale continues to
  reach out to **** ** to confirm coverage and liability for this matter.
  Should you require further explanation or documentation beyond what Kinsale has provided, please do
  not hesitate to contact me at ************** or via email at ******************************************************************************************.
  Sincerely,
  ********* M. ******, AIC
  Vice President - Claims
  Kinsale Insurance Company
  NAIC# *****

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you, *********,

  As I mentioned in previous communications, your company, Kinsale Insurance, is responsible for confirming the coverage and liability of your insured (**************************) and for processing and paying for the damages of my vehicle. **** ** Trucking has already admitted the damages they caused. They've admitted this to me and to ****************** (the broker). There are emails regarding this, it should be enough for you to process my claim. Furthermore, as one of your legal representatives stated, "Kinsale does not need to speak with **** ** to process the claim." Once, again, let me know if you would like this attorney information. I still have a couple questions:

  How long will you continue to attempt to contact **** ** Trucking?

  What is going to happen to my claim if **** ** doesn't respond to your communications?

  What is your time frame to resolve a claim?

  My claim was presented to you by ******************, what answer do you have for ****
  
  Regards,
  
  ****** ******

  
  
  

  
  

  Business Response

  Date: 03/17/2025

  Good afternoon:
  
   
  
  Thank you for this follow up response. Timelines for claim investigation and settlement can vary. An insured's response or lack thereof may impact claim investigation, to the extent such information is needed to finalize investigation and discovery of facts necessary for coverage determination. For any specific questions regarding the current status of a claim in process, or to forward information that may be helpful to assist in the claim investigation, please refer the same to the Claims Examiner assigned to this file *** ********. He can be reached via email at ****************************************** or via phone at ************.
  
   
  
  Thank you,
  
  *****
  
   
  
  ***** *********
  
  Supervisor Claims Department
  
  FL License #*******

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you, *****,

  If I am recurring to this form of communication through (BBB) it is because I am not getting any specific and clear answers from ****************** I still do not have answers to any of my questions. Here they are again:  

  
  How long will you continue to attempt to contact **** ** Trucking?

  What is going to happen to my claim if **** ** doesn't respond to your communications?

  What is your time frame to resolve a claim?

  My claim was presented to you by ******************* what answer do you have for SGT? 

  Can you confirm that you have to communicate with **** ** Trucking in order to pay for my claim, even though you have emails where they admitted the damages they caused to my vehicle? What other confirmation do you need from **** ** Trucking?
  

  I would appreciate the answers to my specific claim through BBB. If Kinsale Insurance Company is transparent and honest, there is nothing to hide and your company pays for my claim, and will have a great reviews in every social media.

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 ** policy was canceled early. Per the policy a refund is owed to my company. Kinsale did an audit to verify the gross sales and believe that the sales are higher than what we estimated them to be, however, the sales were significantly lower and they are not understanding how to read the ***** correctly. I have multiple statements from my accountants that the income, they (Kinsale) believe, is incorrect and are even willing to testify that. Kinsale has also failed to call back after I have left messages. Not only do they owe a refund but because they believe the sales were higher they think I owe them more money and sent that amount to collections. This has resulted in harassment from collections. I'm still in the process of sorting it out trying to avoid taking legal action but hoping this complaint will help speed the process. I urge someone from Kinsale to reach out immediately to avoid a lawsuit.

  Business Response

  Date: 01/31/2025

  Hello
  
   
  
  Can you please provide the insured name and Policy number for this complaint?
  
   
  
  Thank you,
  
   
  
   
  
  Regulatory Compliance Department
  
  Kinsale Insurance Company
  
  *******************************************************************************
  
  *****************************

  Customer Answer

  Date: 01/31/2025

  Policy# **********-0

  Business Response

  Date: 02/05/2025

  Kinsale performed a premium audit on this consumers Commercial General Liability (GL) policy. This policy was issued Subject to Audit and the audit was conducted in accordance with policy terms. The audit results indicated that the insureds gross sales during the policy term were higher than the projections/estimate provided by the insured at application. This variance resulted in a balance of Additional Premium (AP) being owed to Kinsale. The insured/customer reached out to *********************** Premium Audit Disputes team, arguing that additional premium was not owed, and instead demanded that a refund of premium was due. In response to receiving this dispute, Kinsale reviewed again and determined that its assessment of Additional Premium was justified and appropriate in light of the profit and loss information contained within the verifiable financial records of the insured, which were obtained via audit, and which indicated higher-than-projected sales. On 2/3/2024, Kinsale sent a detailed explanation directly to the insured of the reasoning behind this conclusion, and concluded by confirming that the audit unfortunately as a result cannot be amended, and a refund will not be forthcoming, and a balance to Kinsale remains owed. 

• Initial Complaint

  Date:11/01/2024

  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.

  Kinsale insurance (Social Titan insurance) took a full payment of $2,778.70 from escrow through Navy ******************** and then cancelled the homeowners insurance policy by claiming non-payment. The check number is ****** and was sent in May 23rd 2024. I have called twice because of Kinsale threatening cancellations due to non-payment and was assured that they did indeed receive the payment but messed up by changing to something called "Aspera Pay" and not notifying customers that they changed payment methods.

  Business Response

  Date: 11/08/2024

  Good afternoon

  Kinsale Insurance Company has reviewed its account records for this insured in response to this complaint.

  Kinsale issued a Manufactured Homeowners policy of insurance to the insured with a one year policy term beginning on 06/07/2024. Premium payments are due to Kinsale within 30 days of policy issuance to keep coverage in force. This policy was placed with Kinsale via the wholesale surplus lines insurance broker, Aspera Insurance Services (AIS), pursuant to a request to bind coverage received from the insureds retail agent, **** ******** with Nymble Insurance (formerly Social Titan Insurance) located in *****, ***  

   The deposit premium payment on this policy was due to be paid by 07/07/2024. On 07/10/2024, a Notice of Intent to Cancel the policy effective 07/21/2024 was sent to the insured via mail, and to the retail agent via email, with payment instructions included therein. Payment was not received by 07/21/2024 so the policy cancelled effective on that date.

  On 09/03/2024, a representative of ****** sent a request attempting to make a payment through the premium payment portal but was unable to submit the payment because the policy had been cancelled and was no longer active in the portal. We have verified that neither Kinsale nor the broker, AIS, have received or are in possession of the premium funds as of the present date. As such, this policy remains in cancelled status.

  The information in the complaint indicates that the insureds agent (Nymble/Social Titan) may have received funds from a check issued on May 23, 2024. If the insured or their agent can provide documentation sufficient for Kinsale to verify that these funds were actually delivered to the agent prior to policy cancellation, Kinsale would be willing to consider a reinstatement of the policy. Receipt of the premium payment in full would also be necessary prior to such reinstatement approval.

  This information may be forwarded to *******************************************************************************  

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [They continue demanding excess payment of $665.60. I don't owe them anything. They threatened to ruin my credit score with false claims of owing them money. The only money they deserve is the insurance payment they refused to receive by playing the dirty trick if switching to Aspera Pay without notifying me, my broker, or my lender.]
  
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:10/04/2024

  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.

  Detail of Complaint Policy# **********-0 I Canceled a business policy back in Apr of 2024 its now Oct and we have yet to receive $36648.00 in return of unused premium. We completed their required audit 2 times because they lost, the first one and have been told many times that the money is on its way by email from there underwriter.I try to call, and I get the same persons recording to leave a message, but no one ever calls us back We want our unused premium as well as the interest and penalty's being charged by First insurance funding the loan company that facilitated the premium ************** amount owed with interest and penalty's is $37115.04 as of 10/04/2024

  Business Response

  Date: 10/10/2024

  Kinsale Insurance Company
  (“Kinsale”) is in receipt of the referenced Complaint filed with the BBB and this letter serves as our response.
  
  The complaint is in reference to the status of return premium owed following
  cancellation of the policy 0100264700-0. This policy was cancelled early at the insured's request on April 23, 2024 
  
  As this policy
  was issued subject to audit (STA), Kinsale initiated a premium audit of this policy
  on April 25, 2024. The auditor’s notes reflect that the auditor was initially unable
  to complete the audit, as the financial documentation received from the insured
  pertaining to the insureds business was lacking certain required information as to total values,
  and that the auditor experienced difficulty in reaching the insured for follow-up
  to address this issue.  As such, audit completion was delayed and a return
  premium figure was unable to be immediately calculated.     
  
   On 7/29/2024, Kinsale was contacted by its broker with information that the insured wished to complete
  the audit process. In response, Kinsale’s auditor reached out to the
  insured again, and this time was able to successfully complete the audit on
  9/5/2024. Upon receiving the audit results, Kinsale on 9/12/24 issued an
  endorsement listing Return Premium in the amount of $30,640. This endorsement was
  forwarded to the broker the same day  
  
  Kinsale conducts
  business on a “monthly account current” basis with its wholesale brokers. As
  such, any return premium that Kinsale issues is made available to the broker for
  further processing by posting a credit to the broker’s account with Kinsale. On 10/9/2024, in
  response to receiving this consumer complaint/inquiry, Kinsale verified from
  its finance department that the return premium was made available and posted to
  the broker’s account on 9/12/2024. As of 10/9/2024, this credit remains available
  to the broker for deducting the credit and further processing/refunding the
  Return (refund) premium to the insured. Our finance department also on
  10/9/2024 sent an email reminder to its broker that this credit remains
  available in the system, and to deduct the credit for further processing/issuance to the insured. To inquire as to the status of any return premium, Kinsale would request that you please direct any inquiries to your retail agent. 
  

• Initial Complaint

  Date:01/04/2024

  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.

  I had a new roof installed on an office building. The company Magnolia roofing was insured by kinsale insurance. the roofer sub contracted the work out to someone else without my knowledge. And as a result, the roof was defaulted and damaged a ***** square foot building. when contacting *** cell. No about the claim the adjuster would always. Should I say we're working on it. she offered me. A $25000 settlement on over $200000 worth of damage. this has been going on for over 6 months and I still have not gotten anywhere. I informed them that we would be following a lawsuit against the company and the Insurance Company. But for some reason Kinsale states, they don't have a legal team One of the other adjusters will look at my claim. This is ridiculous! I don't think anyone should have to wait this long on a claim. my building is almost in foreclosure and my home is tied up with this so I could be losing my house as well. Not on top of that, the entire building was damaged.

  Business Response

  Date: 01/11/2024

  Dear ********************:

  This letter will acknowledge receipt by Kinsale Insurance Company (Kinsale) of the above captioned Better Business Bureau Complaint bearing Case No. ******** which we received notice via email from your office on January 4, ****. Please be advised that Kinsales response is made in advance of anticipated litigation to be initiated by the Complainant ******************************* (************** or the Claimant).

  First, Kinsale disputes the BBB inquiry initiated by ************** is proper considering ************** has no marketplace relationship with Kinsale. Kinsale is an excess and surplus lines insurance company issuing a variety of insurance policies to individuals and organizations throughout the country. Here, Kinsale issued a commercial general liability policy (the Policy) to our named insured, Magnolia Roofing (Magnolia). The Policy terminated on March 30, 2023. **************** is the owner of a commercial property located at *************************************************************************************************. **************** engaged Magnolia for certain work at her property in *********** which occurred in January and February 2023. After the work was completed, ************** submitted a claim against Magnolias Policy. She alleged Magnolia performed certain roofing work at the aforementioned property and submitted a claim to Kinsale, as Magnolias general liability carrier, seeking compensation for the alleged damage to the property.

  Kinsale has explained to the Claimant the process of third-party liability claims and that we are investigating the claim. As part of that investigation, Kinsale has been attempting to engage the subcontractor who performed the alleged negligent work at the Claimants Property. In addition, Kinsale has requested Magnolia report the claim to their carrier following our Policys expiration date of March 30, 2023. Based on our review of the facts of the claim as compared to the coverage available under Magnolias Policy with Kinsale, we extended a compromised settlement offer to ************** of $25,000,which she rejected. We continue to conduct our investigation and will work towards reaching an amicable resolution, based on the facts of the loss and the coverage available under the Policy.

  Should you require further explanation or documentation beyond what Kinsale has provided, please do not hesitate to contact me at ************** or via email at ***************************************************.
  

   

  Sincerely,

   

  Kinsale Insurance Company Claims Department

  ************************************************************************** Phone ************

  P. O. Box ***** ********, ******** *****

• Initial Complaint

  Date:12/12/2023

  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.

  We got an insurance policy with ***** and ******. I guess Kinsale insurance company is affiliated due to them being on the policy information. Kinsale requested an audit. They want to know how much we made from April to April. I sent the tax information front the previous year. This was not good enough. They still wanted the information from April to April, so they canceled the policy. This was fine with me because I do not want to jump through hoops for insurance. But they are refusing to give the premiums that were paid for the entire year back. $3150. When I call them, they say that I have to go through the agent that set it up with them. P&C agency in comfort ** is who I used. They told her that the audit wasnt complete and until it was, the premiums would be held. The policy was cancelled, so I should not have to complete the audit and my premiums should be returned. The policy # is 0100185999-1. Producer # is *****. ***** and ****** is out of ********* ** and Kinsale is out of ******** **. Since the policy was cancelled due to non compliance with the audit, I should be given my premiums back. Thank you.

  Business Response

  Date: 12/20/2023

  Dear ********************, Kinsale Insurance Company (Kinsale) is in receipt of the referenced Complaint filed with the Better Business Bureau under case number ********, and this letter serves as our response. This policy was placed with Kinsale by the retail agency P&C Insurance Agency (P&C) through the wholesale broker *************************************** (******), ** (*****). The Complaint is in reference to the cancellation of Policy **********-1 that occurred as a result of the insureds noncompliance with an audit which Kinsale appropriately ordered at the expiration of the insureds prior policy term. The Complaint states, Kinsale requested an audit. They want to know how much we made from April to April. I sent the tax information front the previous year. This was not good enough. They still wanted the information from April to April, so they canceled the policy. This was fine with me because I do not want to jump through hoops for insurance. But they are refusing to give the premiums that were paid for the entire year back. $3150. When I call them, they say that I have to go through the agent that set it up with them. P&C agency in comfort ** is who I used. They told her that the audit wasnt complete and until it was, the premiums would be held. The policy was cancelled, so I should not have to complete the audit and my premiums should be returned. the Complaint further requests a premium refund. Kinsale records indicate Policy **********-1 (see Attachment 1, Policy Period 3/29/2023 to 3/29/2024) was cancelled effective June 21, 2023, as a result of the insureds failure to comply with a premium audit Kinsale ordered in connection with the previous term (Policy **********- 0, Policy Period 3/29/2022 to 3/29/2023), as stated on the Notice of Cancellation (see Attachment 2, Notice of Cancellation). Both policies were issued subject to audit.

  Customer Answer

  Date: 01/18/2024

  Im not sure what to do next. The bottom of the email said that there is nothing for me to do that you would contact me. But I see that it wanted me to respond as well. I have waited. The response said that the policy was canceled. I know that. And I agree to that. But what about my refund of premiums???

  Business Response

  Date: 01/23/2024

  In response to the message from the consumer:  Please note, the insured did not comply with the required audit on either policy term (Policy 0100185999-0 or Policy 0100185999-1). 
  
  As Kinsale previously advised, The insured provided a P&L {Profit and Loss Statement} for the 2022 calendar year, but we will need a P&L for the policy period of 3/29/2022 - 3/29/2023 exported directly to PDF from accounting software. We can also accept bank statements. The insured will also need to comply with the audit for the period of 3/29/2023 6/21/2023.
  
  A Cancellation Endorsement was subsequently issued stating, Any change in premium will be determined by premium audit (see Attachment 3, Cancellation Endorsement). As a result of the insureds noncompliance with the audit, Kinsale is unable to determine the amount of return premium to the extent that any return premium would be due; the insured will need to comply with both the expired terms audit as well as the cancelled term in order for us to calculate any change in premium resulting from the policy cancellation. 

  Customer Answer

  Date: 01/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************