ComplaintsforQBE Insurance

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Storm damaged roof 3rd quarter 2023, claim *************, never rejected and continued to ask for more photos and information, sometimes taking weeks to respond. New claim ************* after hurricane *****, additional damage being 2 sections of shingles torn off and water leaking into kitchen, pantry and LR, claim not paid as deductible of $7080 not met.Repeated asked for roof to be replaced, quote over $42,000 to replace roof. Believe they simply don't want to cover this claim.

  Business response

  08/22/2024

  August 22,2024
  
  
  BBB of *********
  Attn:  ****************
  ********************************************
  
  Email:***********************************************
  
  
  Due to the nature of the insureds concerns, we have sent the insured a written response to the complaint filed with the Better Business Bureau.  The letter addresses the concerns raised by **************. 
  
  It is important to us that our customers be satisfied with our claim service.  If you have any questions after reading this letter, please contact me so that any other concerns can be addressed.
  
  cc:  *******************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is regarding the QBE insurance corporation. This is regarding a homeowners insurance policy.My complaint is for poor business practices and lack of important notifications. I I had a policy with this company from 2020 to 2024 in which I paid regularly and never filed the claim. In March 2024, I set up automatic billing with the company. Due to a change in their billing system, in which stopped, sending me the notifications that the bill was due, as they had done previously for years, I had missed a payment and was late. Once I realized that happened, I called and paid the bill, and set up automatic payments. I was assured by the agent that automatic payments were set up and I need take no further action. My payments were set up to be paid quarterly. In August 2024 I received a letter from a debt collector that I owed *************** money for an unpaid premium. After a wait time of 90 minutes, I was able to get a hold of a QBE representative who informed me that my policy had been canceled in June due to nonpayment. I explained to them that I had set up automatic payments and questioned how could this have happened? The agent explained that an automatic payment was declined with no further details available.My main complaint is the following:There was zero notification regarding the unsuccessful automatic payment. I did not receive a single letter or email or any notification. Their response was to cancel my policy and send the balance to a debt collector without ever having notified me. I would have paid the bill immediately, had I been notified that there was a problem. The only way that I knew there was a problem was when I received a letter from the debt collector. I had to wait 90 minutes to talk to someone to tell me what the issue was. I Paid the balance of what I owed, and asked to reinstate my policy, but they refused.

  Business response

  08/14/2024

  August 14,2024
  
  
  BBB of *********
  Attn:  ****************
  ************************************************************************************
  
  Email:***********************************************
  
  
  This letter is in response to an inquiry from the Better Business Bureau of Wisconsin (the "Bureau") sent on behalf of ******************************* (the "insured") concerning the insureds homeowner's insurance policy (the "Policy") issued by QBE Insurance Corporation ("QBE").Millennial Specialty Insurance, LLC ("MSI"), is the program administrator for QBE and provides the following response on QBE's behalf.
  
  MSI can confirm that a payment was received and applied to the insured's Policy on March 27, 2024. A review of our records indicates the insured contacted our office on March 28, 2024, to set up recurring quarterly payments. MSI attempted to charge the credit card on file, however, the payment was declined multiple times. Cancellation notices were subsequently issued on May 10, 2024, and June 4, 2024.  A final invoice was issued on June 14, 2024
  
  On August 5, 2024, the insured paid the outstanding premium due and requested that his policy be reinstated. However, due to the time that had elapsed, we were unable to accommodate his request and the policy remains cancelled. We are committed to ensuring customer satisfaction. Should the insured have any further questions, we encourage him to contact our office for assistance.
  
  
  Respectfully,
  
  *************************
  *************************
  Regulatory Compliance Lead
  
  
  ll us why here...

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I noticed they used the term cancellation notices were issued. I received no emails, no letters,  no calls, nor any form of notification.  I dont know what they mean by the term issued.  I asked their employee if they had a record of notices actually being sent to me in some form, and they did not.  As I stated previously, the only reason I knew my policy was cancelled was because I received a letter from a collection agency requesting the balance.  I would expect a business with reasonable practices to notify me that payment was unsuccessful and that cancellation was pending.   Also, it does not make sense that my credit card would have declined this payment.  I have had zero issues with this card with other companies and purchases.   If they had really communicated as they claimed to have done, they would still have a paying customer, and I wouldnt have the credit lowering effects from having  been turned over to a collection agency.   
  Regards,
  
  *****************************

  Business response

  08/28/2024

  BBB of Wisconsin
  Attn: ****************
  *********************************************
  Email: ***********************************************
  We have reviewed ***************** (the insured) additional complaint concerning the cancellation of
  his homeowners policy and the alleged lack of notification. Millenium Specialty Insurance, LLC is the
  program administrator for QBE Insurance Corporation and submits this response on QBEs behalf.
  As per our prior response, a review of QBEs records indicates that the insured was sent multiple written
  notifications regarding the cancellation of his policy due to non-payment of premiums. All notices were
  sent to the insureds address via first class mail by the United States **********************
  The insured was sent a final delinquent account notice from QBE, not a collection agency. This notice was
  sent via first class mail by **** to the same address as all the other written notices. After receiving the
  final delinquent account notice, the insured contacted the agency of record, Westwood, and paid the
  delinquent amount. Therefore, no further action was taken by QBE, and no amounts were placed for
  collections.
  Should the insured need further information, we advise him to contact QBE or his insurance agency
  Westwood.
  Respectfully,
  *************************
  *************************
  Regulatory Compliance Lead
  ***************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy No.: QHP6299565 Date of Loss: 07/07/2024 Type of Loss: Water Damage multiple Year Built: 2012 Complaint: QBE bad faith claim We got water damage and immediately reported the damage to QBE. The sent a water mitigation company who demolitioned our entire kitchen, 800 sq ft of floor and bathroom. We asked for a rental but QBE has been playing us. They donot pay for rentals, security deposit and 8 month contract. We have been camping in our backyard. The did not send a field adjuster but used a remote service who quotes us damages were $47,000. Lowes, ********** , floor and decor estimate the repair cost at $130,000. The QBE agent was rude and asked we dont call her again. QBE ended up sending the initial repair check to our mortgage company who said they cant do anything with it. It is still not with us. We have neither received the check although it is 1/3 of the cost nor got a rental. *** refused us from starting repairs. Each time they give us a run around. We need QBE to pay for a rental house for 12 months which is the minimum lease term in our area. We need QBE to stop playing games with us and issue full payment and approval for us to start working on our house. We have told them multiple quotes show that it will take more than what they sent a check to our mortgage company for to fix the house.

  Business response

  08/22/2024

  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which issued Policy No. QHP6299565 to ***************************** for the period 08/11/2023-08/11/2024 (the Policy).  
  
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin Complaint number WI WA-******** regarding a claim under the Policy for water damage to the insureds kitchen (the Claim). 
  
  We value our customers and appreciate their business. We will do our very best to address the issues and concerns raised in the complaint letter.  In considering the Better Business Bureau of Wisconsin complaint, we have reviewed the Policy and the claim information available to us. 
  
  07/07/2024:A claim was reported to *** for water damage to the kitchen.  As reported by ***************************** on July 7th,2024 a total of two leaks were discovered in the kitchen area.  One leak was a result of a broken supply line to the refrigerator and second leak was caused by a supply line to the faucet of kitchen sink. Both leaks caused ensuing water damage to the kitchen and to a bathroom that shares a wall with the kitchen.
  07/08/2024:The claim was assigned to a *** Claim Professional for handling.  First contact was established by the *** Claim Professional and ***************************** outlining the claim status and next steps.
  07/15/2024:The *** Claim Professional spoke to ***************************** who advised no access to the kitchen and the family is cooking in the backyard.  ******** requested coverage for housing.  The *** Claim Professional retained ALE solutions, a housing vendor, to look for housing with a 3-month lease.  Hotel accommodations were offered as needed until housing could be located.  ***************************** advised that they will be acting as general contractor and subbing out the trades to various contractors.
  07/16/2024: A hotel was approved via the Extended Stay Deluxe Seattle- Bothell. The accommodation included 2 queen rooms with 1 full kitchen.  The hotel accommodates pets. Long term housing search remains ongoing via ALE Solutions.
  07/17/2024:Temporary Housing was approved and offered to the insured.  The 3-month lease includes furniture, 3-bedroom,2 bathrooms and is located 3.2 miles from the loss location.  ***************************** declined the rental.  
  07/17/2024:Virtual Inspection completed estimate generated $49,821.32 Replacement Cost.  Check number ****** was issued in the amount of $42,316.02 made payable to ************* NA & ***************************** & Washington Employees Credit Unition.  To better assist the customer, the check was mailed to ************* as they will need to endorse the check and send back to the customer.
  Initial payment breakdown as follows:
  Total Estimate: $49,821.32
  Less Recoverable Depreciation: $5,005.30
  Less Deductible: $2,500.00
  Payment Amount: $42,316.02
  
  07/23/2024:*** received an estimate from the insureds contractor, Keystone, in the amount of $112,228.60.  The estimate was not fully itemized. 
  07/25/2024:Due to the large variance in estimates, a request for an onsite second inspection was initiated.
  07/23/2024:***************************** requested coverage for a 3-bedroom, 3-bath rental.  The *** Claim Professional responded and approved a 3-month rental.  Requested the contract and paid receipt for reimbursement. ***************************** was unable to secure a 3-month lease and therefore advised will begin working on locating an Airbnb. 
  08/01/2024:*** was notified that the insured would no longer be using Keystone and the insured will be locating a different contractor.
  08/01/2024:A rental for was presented by ***************************** and we approved the proposed rental for 4 months start.
  08/02/2024:An onsite inspection was completed.  The field adjuster confirmed that the home is habitable, the appliances are still in place, however the portions partially demoed is an inconvenience. A sample of the flooring was sent to **** to verify the estimated flooring material amount is accurate.
  08/07/2024:An estimate from Floor & Dcor was submitted by the insured ***************************** in the amount of $11,944.97
  08/08/2024:The claim was reassigned.
  08/09/2024:The Claim Professional reviewed the claim and determined that the use of a building consultant (MKA) would be the best next step to resolve the differences in estimates.  The Claim Professional contacted the insured, *****************************, and explained the next steps towards resolution.
  08/16/2024 The MKA building consultant report is in the final stages.  Additional Living Expense will continue to be extended to the insured during the repair process.
  
  Pursuant to the terms of the Policy,coverage for Additional Living Expense applies if a loss covered under Section I makes that part of the residence premises not fit to live in. The Policy covers any necessary increase in living expenses incurred by [the insured]that [the insureds] household can maintain its normal standard of living.Please note that such coverage would be limited to the shortest time required to repair or replace the damage. Here, our onsite inspection revealed that although the kitchen has been partially demoed, the home is habitable. The Policy would cover for the increased cost of meals due to partial demo of the kitchen.  We nevertheless agreed to cover the cost of temporary housing. However, while the insured has demanded full payment of 12 months of rent, as noted above, coverage under the Policy would be limited to the shortest amount of time to repair the property, and we have determined the repairs are not expected to take 12 months to complete.  Coverage has been extended for  a period of repair of four months with the option to assess additional costs on a  month to month basis as needed.  Short term rental options were provided to our customer but were declined.  Hotel accommodations have been extended since 07/16/2024 and are available for the customer to use.   
  We will continue to work toward our goal to reach an agreed cost of repair for covered damages replaced with similar kind and quality materials that were present prior to the loss. Once the report is received from the building consultant, MKA, we will provide the detailed report to our insured.
  
  Please note that the Policy contains a Lenders Loss Payable Endorsement which requires that any loss or damage payable under the Policy shall be paid to the Payee named on the first page of the Policy, its successors and assigns. Here, the insureds mortgage company is identified on the Policy and is required to be included on the check.  We understand that the insureds mortgage company may have certain criteria that will need to be met before the check can be endorsed and sent to the customer. However, the customer will need to work directly with their mortgage company to verify the next steps regarding disbursement of the claim proceeds.
  
  Please also note that there is no merit to the statement regarding the tone of the adjusters communications with the insured. At all times our Claims Professionals have handled this matter in a prompt and professional manner, including all discussions with the insured.
  
  It is important to us that our customers be satisfied with our claim service.  If you have any questions after reading this letter, please contact the undersigned so that we can fully respond to any additional concerns.
  
  Sincerely,
  
  *******************
  Property Claim Supervisor
  
  Direct:   ************
  Fax:        ************
  E-mail:   ******************

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  QBE has misrepresented information in the response. Specifically two items: (1) the rentals in the area require a 12 month lease minimum. We have been living in a house where the temperature was at the 109 F due to the water mitigation company drying equipment. (2) the statement says the adjuster determined the house was habitable because the appliances were there. The house has had one accident already. My elderly mother had to be rushed to the ** twice due to the accident. The gas was never connected back to the cooker. The water mitigation company that QBE sent disconnected the gas to the cooker. We have to cook in the backyard on a camping stove. (3) The adjuster who was initially assigned to the case was not helpful but intentionally showed bad faith in dealing with me. Her yelling tone and not giving accurate information was usual. *** said they record all calls, why dont they pull the recordings instead of misrepresenting information. This is a bad faith response from them. 
  
  Regards,
  
  *****************************

  Business response

  08/28/2024

  
  Re:     Your file number:             ** WA-********
             Complainant:                     *****************************
             Claim number:                  110950P
             Loss date:                           07/07/2024
             Policy number:                 QHP6299565
  Insured name:                   *****************************
  Insurance company:       QBE Insurance Corporation
  NAIC number:                   39217
  
  Dear **************,
  
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which issued Policy No. QHP6299565 to ***************************** for the period 08/11/2023-08/11/2024 (the Policy).  
  
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin Complaint number WI WA-******** regarding a claim under the Policy for water damage to the insureds kitchen (the Claim). 
  
  We value our customers and appreciate their business. We will do our very best to address the issues and concerns raised in the complaint letter.  In considering the Better Business Bureau of Wisconsin complaint, we have reviewed the Policy and the claim information available to us. 
  
  07/16/2024: A hotel was approved via the Extended Stay Deluxe Seattle- Bothell. The accommodation included 2 queen rooms with 1 full kitchen.  The hotel accommodates pets.  The hotel coverage has been open since 07/16/24 to use at the customers discretion. 
  
  07/17/************** Housing was offered to the insured. ***************************** declined the rental.  We have included an email thread showing this rental was available and approved by our office.  
  Property #1:
  ********************************************
  Located 3.2 miles from the damaged residence
  3 bed, 2.0 bath - 1220 square foot single family home
  Furniture provided by landlord
  Utilities Included: Yes
  Lease Details:
  $120.00/day,$3,600.00/month (includes furniture)
  Total Refundable Deposit: $1,500.00
  Tentative Start Date: 07/22/2024
  3 Months
  Notice To Vacate: 30 days
  
  08/02/2024:An onsite inspection was completed.  The field adjuster confirmed that the home is habitable, the appliances are still in place, however the portions partially demoed is an inconvenience. While the kitchen may not be fully accessible, this does not render the entire home unusable and require displacement from the home.   Should the customer decide to stay in the home and sustain an increased cost of food to purchase premade food or dine outside of the home, the policy will pay the difference.  Receipts are required to be submitted and the familys normal cost of food will be deducted from the total incurred cost.  Now that mitigation is complete,the temperature in the home can be brought back to normal.
  
  Pursuant to the terms of the Policy,coverage for Additional Living Expense applies if a loss covered under Section I makes that part of the residence premises not fit to live in. The Policy covers any necessary increase in living expenses incurred by [the insured]that [the insureds] household can maintain its normal standard of living.Please note that such coverage would be limited to the shortest time required to repair or replace the damage. Here, our onsite inspection revealed that although the kitchen has been partially demoed, the home is habitable. The Policy would cover for the increased cost of meals due to partial demo of the kitchen.  We nevertheless agreed to cover the cost of temporary housing.  Coverage has been extended for a period of repair of four months with the option to assess additional costs on a month-to-month basis as needed.  Short term rental options were provided to our customer but were declined.  Hotel accommodations have been extended since 07/16/2024 and are available for the customer to use.   
  We will continue to work toward our goal to reach an agreed cost of repair for covered damages replaced with similar kind and quality materials that were present prior to the loss. Once the report is received from the building consultant, MKA, we will provide the detailed report to our insured.
  
  Please also note that there is no merit to the statement regarding the tone of the adjusters communications with the insured. At all times our Claims Professionals have handled this matter in a prompt and professional manner, including all discussions with the insured.  Calls with the adjusters are not recorded. 
  
  It is important to us that our customers be satisfied with our claim service.  If you have any questions after reading this letter, please contact the undersigned so that we can fully respond to any additional concerns.
  
  Sincerely,
  
  *******************
  Property Claim Supervisor
  
  Direct:   ************
  Fax:        ************
  E-mail:   ******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,QBE North Pointe North America insurance has 1. refused to refund my $486.62 for a dirty hotel room. 2. refused to negotiate compensation for the injuries of my children through Abritration/Mediation which is required by law in *****************, ** where these injuries took place. Also Ive paid the filing fee 3. threatened to close my claim which has documented ongoing medical treatment and QBE Claims adjuster ************************* has not provided a valid written statement as to why he cannot Arbitrate or Mediate as of July 25, 2024

  Business response

  07/29/2024

  July 29, 2024
  BBB of *********
  Attn: **************
  ****************************************************************************************************************
  Email: ********************************************
  Re: Your file number: BBB WI GA 22041811
  Complainant: ***************************
  Claim number: 104813P
  Loss date: 04/01/2024
  Insurance company: North Pointe Insurance Company
  NAIC number: 27740
  Dear Mr. ******** are writing on behalf of North Pointe Insurance Company (QBE), a member company of QBE North
  America. The purpose of this letter is to respond to the Better Business Bureau of Wisconsin Request for
  assistance dated July 25, 2024 (the Complaint) regarding the Customers allegation that QBE refused to
  negotiate settlement of the claims on behalf of her children.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the Customer alleges that we refused to refund
  her $486.62 for a dirty hotel room, refused to negotiate compensation for the injuries of her children through
  Arbitration/Mediation which she states is required by law in *****************, ** where these injuries took
  place, and was unhappy with correspondence from QBE including a close letter and lack of valid written
  statement as to why he cannot Arbitrate or Mediate as of July 25, 2024. In considering the Better Business
  Bureau of Wisconsin Complaint, we have reviewed the Policy and the claim information available to us.
  An offer of $500.00 per child was accepted by the Customer on April 30, 2024, and settlement releases
  were subsequently sent via email. QBE attempted to contact the Customer via phone on May 8, 2024,
  and May 14, 2024. On May 16, 2024, the settlement releases were sent via ***** QBE left voice mails
  on May 21, 2024, and May 24, 2024, regarding the status of the signed releases. On June 6, 2024, a
  closure letter was sent due to no response and the settlement releases were attached.
  The request for arbitration was received on June 13, 2024, from a firm named Jams. On July 8, 2024,
  QBE responded to Customer and Jams accordingly that we never consented to arbitration and will not be
  proceeding with the arbitration. On July 9, 2024, Jams emailed the Customer that mediation is a voluntary
  process, and the Respondent [QBE] would need to agree to participate; QBE never agreed to participate
  in arbitration/mediation. QBE left a voice mail for the Customer on July 9, 2024, to contact us to discuss

  the settlement of the claim. On July 19, 2024, *** responded to the Customer via email, explaining the

  voice mail left on July 9, 2024, in response to the Customers request for mediation and to discuss the
  matter. Further, QBE outlined the offers, acceptance of those offers, and contact attempts. Though QBE
  has declined the request for arbitration, it was made clear that we are more willing to discuss any
  settlement concerns the Customer has. Furthermore, if there is any additional medical support to present,
  please send that information for consideration. A contact phone number was provided.
  On July 23, 2024, QBE responded to Customer via email outlining the July 19, 2024, email, confirmed no
  new information has been provided, and requested she reach out to discuss a resolution of the concerns.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you have
  any questions after reading this letter, please contact the undersigned so that we can fully respond to any
  additional concerns.
  Sincerely,
  ***********************
  Claims Supervisor
  Direct: ************
  Fax: ************
  E-mail: *************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I owned a renters insurance policy from QBE as our community required it. Part of that policy covers damages due to peril. On February 15, my apartment, along with two other units, had water damage due leaks within the hot water tank system. As I was in the process of moving out, three boxes and their contents (laptop, electronics) were damaged due to the amount of water that entered my apartment. I filed a claim with QBE and followed my obligations as a policy holder throughout the process. The representatives that I have been assigned (********************** and *****) have either been non-responsive, verbally abusive and most recently the investigator *********************** blatantly lied about conversations he had with the property manager. I confirmed what was said (on a recorded line) with people he has questioned and it is vastly different from what he relays to me. QBE sent out their own contractors Strike Check twice to inspect the items and both times the reports back recommended replacement due to water damage. Then, *** refuses to use the information their hired contractors give to them. The last communication today with ***** included condescending accusatory statements. It is nearly impossible to speak to him as he bashfully talks over you in belittlement. QBE has violated numerous state insurance regulations, fabricated narratives and are failing to uphold their contract or policy; simply stated they are unequivocally acting in bad faith by violating state insurance law and regulations, and using coercive or dishonest practices. I have witness affidavits, photos of the damages and just want the company to do what they are obligated to do.

  Business response

  07/30/2024

  July 29, 2024
  Better Business Bureau
  ************************************************************************************************
  Re: BBB ID# ***********************************
  Complainant: ***************************
  Claim number: 101898P
  Loss date: February 15, 2024
  Policy number: PRH6253831
  Insured name: ***************************
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Dear Better Business Bureau,
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North
  America, which issued Policy No. PRH6253831 to *************************** for the period of September 23,
  2023, to September 23, 2024 (the Policy). The purpose of this letter is to respond to the BBB of
  Wisconsin inquiry dated July 19, 2024, regarding the water damage to personal property claim,
  presented by *************************** under the Policy (the Claim).
  In considering the BBB inquiry, we have reviewed the Policy and the claim information available to
  us. Our records reflect that on February 15, 2024, *************************** reported a claim for water
  damage to his personal property. Our adjuster reached out to **************** to confirm the facts of
  loss as well as **************** list of damaged property. We have provided **************** with several
  updates throughout the claim process by both telephone and written communication.
  **************** was in the process of moving out of state when the loss was reported. As a result, we
  were not given an opportunity to inspect the damaged property for three weeks yet when they were
  inspected all the items still contained a significant amount of water given the amount of time that
  had passed. We continued to work with **************** as he said there were additional items that had
  sustained damage and set up a second inspection of his damaged property.
  We also spoke with property manager, who stated they never received any reports of water damage
  to Mr. ******* unit. This was also confirmed with their maintenance supervisor.
  Our investigation of the claim continues. Our adjuster spoke with **************** on July 19, 2024, and
  reminded him that we are still waiting for **************** to provide video footage from his ring camera
  and emails between **************** and the property manager, which **************** states substantiate
  the claim.
  
  Once we are provided the necessary documents and information, we can move forward with
  determining if coverage is available for the loss.
  Should you have any questions after reading this letter, please contact me so that any additional
  concerns can be addressed.
  Sincerely,
  *************************
  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: ************************

  Customer response

  08/06/2024

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

  According to my policy, issued by Praetorian Insurance Company via QBE, I have followed all provisions and obligations in regard to the claim process. The items were inventoried, photographed and remitted to QBE they day after the occurance. After, they were put in storage containers as I was relocating. When I was informed they needed to be inspected, I provided the damaged items to Strike Check, which reports are attached. 

  In regard to their statements from property manager, I spoke with her directly and that statement was not made by her nor the maintenance supervisor. The statement is an incorrectly paraphrased by QBE and is a misleading statement with intent to deceive the bureau. Additionally, I have attached two legal sworn documents to disprove their accusations. 

  Finally, as all calls are recorded, I urge them to review the calls as I never stated I had video footage. Once again that statement is misleading with intent to discredit and not pay on the claim. The attached statements, which can be used in court, prove otherwise

  QBE issued a partial payment of around 500 and then placed a stop payment after it was deposited, which in the state of **** is illegal. There are  criminal charges against the company if the initial facts point to the belief that (a) the individual never had the intent to pay in the first place and (b) there was no valid reason to cancel the check.

  In addition, their SIU has used deception, fabricated statements, attempted to use entrapment tactics for a simple claim of 2300 which covers what was damaged. They have a legal obligation to withhold their contract and act in good faith. They have a continue to do the opposite. I have more than substantiated my claim and question the credibility of this company as a whole. I have also filed an investigation with the state of Arizona. 

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

  Business response

  08/14/2024

  August 14, 2024
  Better Business Bureau
  *********************************************************************************************
  Re: BBB ID# ***********************************
  Complainant: ***************************
  Claim number: 101898P
  Loss date: February 15, 2024
  Policy number: PRH6253831
  Insured name: ***************************
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Dear Better Business Bureau,
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North
  America, which issued Policy No. PRH6253831 to *************************** for the period of September 23,
  2023, to September 23, 2024 (the Policy). The purpose of this letter is to respond to the BBB of
  Wisconsin inquiry dated July 19, 2024, regarding the water damage to personal property claim,
  presented by *************************** under the Policy (the Claim).
  In considering the BBB inquiry, we have reviewed the Policy and the claim information available to
  us. Our records reflect that on February 15, 2024, *************************** reported a claim for water
  damage to his personal property. Our adjuster reached out to **************** to confirm the facts of
  loss as well as **************** list of damaged property. We have provided **************** with several
  updates throughout the claim process by both telephone and written communication.
  **************** was in the process of moving out of state when the loss was reported. As a result, we
  were not given an opportunity to inspect the damaged property for three weeks yet when they were
  inspected all the items still contained a significant amount of water given the amount of time that
  had passed. We continued to work with **************** as he said there were additional items that had
  sustained damage and set up a second inspection of his damaged property.
  We also spoke with property manager, who stated they never received any reports of water damage
  to Mr. ******* unit. This was also confirmed with their maintenance supervisor.
  Our adjuster spoke with **************** on July 19, 2024, and reminded him that we are still waiting
  for **************** to provide video footage from his ring camera and emails between **************** and the property manager, which **************** states substantiate the claim. **************** now claims

  that he never said that there was video footage or emails, contradicting his prior statement.

  Our claim investigation is now complete. A disclaimer was issued out to **************** on August 12,
  2024.
  Should you have any questions after reading this letter, please contact me so that any additional
  concerns can be addressed.
  Sincerely,
  *************************
  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: ******************************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a claim for my air conditioner unit. It was not working. They sent out a technician and he agreed it needed to be replaced. After that, the company did nothing. I got a repairman to get it back working. Every ***** days, it would break down again and I had to keep fixing it. Finally, it broke down again in April. I notified the company and asked them to reactivate the claim but again, they did nothing. Shortly after, I received a letter from ******************************** and she stated that she was in charge of my case and did nothing. I tried contacting her at least 30 times and no response. I desperately needed my heating and cooling system, so I had it replaced May 9. I sent ***************** the receipt and again nothing was done. I had to put this on a credit card with high interest rate which is putting me in a financial bind. I need to be reimbursed immediately.

  Business response

  07/11/2024

  July 11, 2024
  Better Business Bureau of *********
  ************************************************************************************************
  Re: Your file number: WI TX BBB 21929633
  Claim number: 880574N
  Loss date: 12/23/2022
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Dear ****************,
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America.
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin complaint
  dated July 2, 2024 regarding the claim resolution for a reported broken **** system (the Claim) under
  the Policy.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the policyholder has reported dissatisfaction
  of the claim resolution. The policyholder has requested payment in the amount of $7,400.00 for the
  replacement of his **** unit.
  In considering the Better Business Bureau of Wisconsin Complaint, we have reviewed the Policy and the
  claim information available to us.
  On December 28, 2022, the policyholder reports intermittent failure of the **** system with no attributing
  specified cause of loss. Multiple unsuccessful attempts to contact the policyholder were made via
  telephone and written correspondence in 2022, 2023, and 2024.
  On June 18, 2024, an email was sent by the insured that did not include a claim number and therefore was
  unable to be uploaded to the claim file for processing. On July 3, 2024, an email from the policyholder was
  received by our office that contained an invoice for **** replacement.
  It is important to note that on December 05, 2022, there was a separate claim made (877643N) for a
  reported date of loss of October 24, 2022, for storm damage to the roof, fence and gutters. An onsite
  inspection was completed on December 12, 2022, at 9am which captured photos of the **** unit. The
  field adjuster confirmed that no storm related damage was sustained directly to the **** unit.
  As of today July 10th, 2024, the recent information received is currently under review for coverage
  consideration.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you
  have any questions after reading this letter, please contact the undersigned so that we can fully respond to
  any additional concerns.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The California State Controller sent me a letter stating that QBE had $2449.50 of property that I needed to claim before 5/30/2024. I contacted QBE on 5/14/2024 at 8:24am. I was informed that the check had been cashed. They provided me with a document they received from a person who was not me, asking that the check be sent to an address that was not mine, claiming to be our old insurance broker. They sent the check to this brokers address, it was cashed by someone other than the requester. This correspondence occurred in early January of 2024. The broker we worked with had gone out of business in Feb of 2023. QBE is claiming that it is my responsibility to address this matter with my bank (who was not involved with the transaction) and that they cannot do anything. I've called their bank (listed on the check copy I received) as well as my own and both informed me that only *** could begin the fraud case. QBE did no duedillegenc, they didn't contact me to confirm I approved the reissue of the check. The person I was assigned to doesn't respond to phone calls or emails and always seems to be "on vacation". It feels like they are purposely dragging this out in the hopes it will simply go away. The endorsement on the check does not match my address or my name.

  Business response

  07/09/2024

  July 8,2024
  
  Better Business Bureau of *********
  *************************************************************************************************************
  
  
  
  
  
  
  Re:    Your file number:              BBB WI CA 21928847
           Complainant:                   ***************************
           Claim number:                 748641N
           Loss date:                        04/26/20
           Policy number:                 QHP7964214
  Insured name:                  ***************************
  Insurance company:         QBE Insurance Corporation
  NAIC number:                  39217
  
  Dear ****************,
  
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which issued Policy No. QHP7964214 to *************************** for the period 09/11/2019 - 09/11/2020 (the Policy).  
  
  The purpose of this letter is to respond to the Better Business Bureau Complaint dated 07/02/2024 regarding an inquiry for a claim involving a slab leak which caused ensuing water damage to home (the Claim) under the Policy. 
  
  We value our customers and appreciate their business. We will do our very best to address the issues and concerns raised in the complaint letter.  We understand that *************************** is not satisfied with the Unauthorized Endorsement of Check dispute process as well as the timeliness of communication. 
  
  In considering the Better Business Bureau Complaint, we have reviewed the Policy and the claim information available to us. 
  
  On 5/13/2020 a check was issued to *************************** & Midwest Equity Mortgage LLC in the amount of $2,449.50 for the damages to the home because of the slab leak.
  The check remained uncashed.  If a check remains uncashed for a period of time, it is subject to the states unclaimed property process.  In order to verify status of the check we attempted contact.
  On 11/09/2020 a letter was sent to *************************** requesting status of the uncashed check, with no response.
  On 05/16/2022 a letter was sent to *************************** requesting status of the uncashed check, with no response.
  On 12/21/2023 a letter signed by ***************************** identifying himself as an account manager for Midwest Equity Mortgage was received by our office.  This correspondence requested the check be reissued to the named insured, *************************** and mailed to ***************************************************** 
  On 01/04/2024 this request was processed, and the check was reissued solely to ***************************. 
  On 5/15/2024 *************************** contacted the ********************** requesting the check to be reissued.  It was communicated to our customer that the check had been issued and cashed.  A copy of the check was provided to ***************** who confirmed the signature on the check was not his. 
  On 05/16/2024 the claim was assigned to ************************************* who immediately forwarded the notice of fraud to the Treasury Team. 
  On 05/24/2024 A member of the treasury team responded to **** and provided the next steps in the process as well as the necessary document to be completed.
  On 05/26/2024 **** forwarded issued a letter to *************************** confirming the information was submitted to the *** Treasury team.
  On 05/28/2024 ************************************* forwarded the information to *************************** and provided the correct email address to submit the documentation.
  On 5/28/2024 multiple email exchanges occurred between **** and ****** answering questions and **** explaining the required process.  ****** provided feedback that he expected the check to be reissued to him only as he was not the one who cashed the check.  **** explained the required process and that he was not able to reissue the check.
  On 06/03/2024 *************************** emailed the requested completed document (it was later discovered by ******************* on 7/2/24 that he emailed to the incorrect address)
  On 06/24/2024 07/08/2024 ************************************* was out of office.  His out of office automatic email response was set up to advise his customers. *********************** was his assigned back up. 
  On 07/01/2024 *********************** returned a callback request of *************************** and explained that the check cannot be reissued by *** and that the request must go through the fraud dispute process.  *************************** requested supervisor review.
  On 07/02/2024 ******************* reviewed the file and noticed that *************************** sent the documentation to the incorrect email address.  ******************* forwarded the email to the correct email address and ccd the insured *************************** to advise of error.
  On 07/03/2024 An email from the **************************** confirmed the document was received and was forwarded to the ***************** Fraud Team. The timeline for resolve was unknown, but updates would be provided.This information was promptly forwarded to ***************************
  On 07/08/2024 An update was provided that the *** Fraud team confirmed receipt of the documents
  
  As of today, July 8,2024, the unauthorized endorsement of the check is under review by ********** and PNC Bank.  An update will be provided every 30 days by the **************** Team until resolved.  The recovery of funds is not guaranteed.  However, should the banks confirm fraudulent activity, they will advise of next steps in the process. 
  
  Our review of the file reveals more than adequately prompt and proactive communication with our customer.  We will not only continue to provide updates throughout the remainder of the process, but we will also continue to respond promptly to the customer as appropriate based on current volume.   
  
  It is extremely important to us that our customers be completely satisfied with our claim service.  If you have any questions after reading this letter, please contact the undersigned so that we can fully respond to any additional concerns.
  
  Sincerely,
  
  *******************
  Property Claim Supervisor
  
  Direct:    ************
  Fax:       ************
  E-mail:   **********************
  
  

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello Candy,

  This is an awfully watered-down version of the events that have transpired. Your team has communicated to me on several occasions that there is "nothing QBE can do" and that this is an issue I must resolve with "the bank" myself. Repeated requests to speak with you, specifically, have gone unanswered. I informed **** that I would be sending the information to him and received no response. I sent the information to ****, and again, heard nothing. Weeks passed as I tried and failed to get any information from **** - my "specialist" at ***. I then had to call the generic phone number provided by the California State Controller and go through several hops in your phone system to get to a person. It was only after I received your name from this phone call did any action come.

  I contacted you by phone, left a voicemail, and to-date I have never received a call back. I emailed you, and like the phone call, received no response. Instead, you (I'm guessing) had someone else contact me who was completely unqualified to take my call. He had no prior knowledge of what needed to be done with a case such as mine, could not transfer me to you or your manager, communicated that QBE sends checks to wrong address "all the time", and insisted that my only recourse was to continue trying to reach **** (who again was not returning email and was out of office again). I began this process with the BBB on July 1st and only heard from you on July 2nd. Please do not characterize these events as "business as usual" and place blame on where the email was sent. I was assigned to ****, he was absent from his duties. 

  When I contacted my bank, they were shocked QBE had not attempted to qualify this request by contacting me or confirming the company's information. QBE should be held accountable for their practices which make them prone to fraud, they should not be sending checks to people other than the insured and should have some kind of measure to ensure the person who is requesting payment isn't a fraud. From my experience, QBE is cutting a corner and putting the responsibility of fraud detection on their current/past customers. They are also making the process of addressing such fraud as difficult as possible in what I can only describe as a means to ensure the customer doesn't follow through with the request. 

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

  Business response

  07/16/2024

  TellJuly 15, 2024
  Better Business Bureau of ********* *************************************************** ***********************
  Re: Your file number: BBB WI CA ********
  Complainant: ***************************
  Claim number: 748641N
  Loss date: 04/26/20
  Policy number: QHP7964214
  Insured name: ***************************
  Insurance company: QBE Insurance Corporation
  NAIC number: *****
  Dear ****************,
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which
  issued Policy No. QHP7964214 to *************************** for the period 09/11/2019 - 09/11/2020 (the Policy).
  The purpose of this letter is to respond to the Better Business Bureau Complaint dated 07/10/2024
  regarding an inquiry for a claim involving a slab leak which caused ensuing water damage to home (the
  Claim) under the Policy. We will do our best to address the issues and concerns raised in the complaint
  letter. We understand that *************************** has provided additional feedback. The BBB follow up requests
  that we acknowledge the customer concerns and explain our actions to resolve the concerns.
  According to ****************** the check was fraudulently endorsed and cashed. First and foremost, Mr. ************ claim of fraud must be verified. The inquiry must go through the proper steps (as previously
  provided to ******************) to determine that fraud occurred. Our office alone is unable to confirm such facts.
  Therefore, this incident must be reviewed and investigated by the banks involved. Based on those results
  of the review completed by the banks, further investigation into the origin of the alleged fraud is likely.
  Attached to this letter is an email thread dated 5/28/2024 between ****************** and ********************************
  explaining the next steps process. Within this correspondence ****************** continued to dispute the
  process and requested resolution by QBE reissuing the check. The request to reissue the check was not
  approved. ****************** returned the completed documentation on 06/02/2024. However, ******************
  continues to communicate that he still does not agree with the process and expects the check to be
  reissued.
  It is not unusual for stop payment and reissue requests on claim stale dated payments (especially for
  checks that are multiple years old). The documentation provided to our office appeared to be in line with
  the facts associated with the claim. The check was reissued solely to the Named Insured, ***************************.
  Attached to this letter is an email sent by myself to ****************** which is time stamped July 2, 2024, at 8:54
  a.m. CST. This email was sent by me prior to having any knowledge of a BBB Complaint, which was
  received on my desk as of Wednesday, July 3, 2024, at 1:40 p.m. The allegation that our office is
  deliberately deterring ****************** from pursuing the next steps related to the improperly endorsed check
  are unfounded. ****************** has received timely responses from our office but remains in dispute of our
  position.
  Page 2 of 2
  As of today, July 15, 2024, the unauthorized endorsement of the check is under review by **********
  and PNC Bank. An update will be provided every 30 days by the ******************** Team until
  resolved. The recovery of funds is not guaranteed. However, should the banks confirm fraudulent activity,
  they will advise of next steps in the process.
  It is important to us that our customers be satisfied with our claim service. If you have any questions after
  reading this letter, please contact me so that any additional concerns can be addressed.
  Sincerely, ***********************
  Property Claim Supervisor
  Direct: ************
  Fax: ************
  E-mail: ****************** us why here...

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Re.: Insured(s): ***************************** Insurance Carrier: QBE Insurance Corporation Claim Number: QBEH-******** Policy No.: QHP4234525 Date/Type of Loss: 02/05/2024 (Water damage) Loss Location: *********************************************************** The insurance adjuster is unfairly delaying the appraisal process by rejecting my chosen appraiser in an attempt to avoid payment responsibility. On March 26, 2024, I invoked the appraisal provision of my insurance policy pursuant to California Insurance Code Section 2071 and nominated **************** as my party appraiser.On April 18, 2024, in response to my demand for appraisal, the insurer sent its consultant for inspection. I assumed this was part of the appraisal process, so I requested Mr. *** to meet the insurers party appraiser. When Mr. *** realized that the insurer's consultant was not the insurer's party appraiser, he immediately informed your consultant that he was the Insured's appointed appraiser (not the Insured's contractor) and that they should talk directly with the Insured for the intended inspection. I was with your consultant during the inspection process, showing him the damages.I appointed Mr. *** as my party appraiser on or around 3/26/2024, before your consultant's inspection on 4/18/2024. Therefore, Mr. *** was not involved in my claim before his assignment date. Although Mr. *** was present during your consultant's inspection, it was due to my misunderstanding that your inspection on 4/18/2024 was part of the appraisal process, which Mr. *** himself later rectified. The foregoing sequence of events does not alter the fact that Mr. *** is highly competent and disinterested, as defined in Section 2071 of the California Insurance Code. Nothing in the above sequence of events disqualifies Mr. *** from being a competent appraiser as defined in the insurance policy.

  Business response

  07/11/2024

  BBB of Wisconsin
  Attn: ****************
  *********************************************
  Email: ***********************************************
  Due to the nature of the insureds concerns and the ongoing investigation, we have sent the insured a
  written response to the complaint filed with the Better Business Bureau. The letter addresses the
  concerns raised by **************.
  After ************** formally requested appraisal, there was concern about the competence and impartiality of
  the appraiser selected by our policy holder. After further investigation and consideration, we have
  withdrawn our objection to the appraiser selected by **************.
  It is important to us that our customers be satisfied with our claim service. If you have any questions after
  reading this letter, please contact me so that any other concerns can be addressed

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim number 107874-P was filed on 5.21.24 regarding damage to our roof.A Desk adjuster was assigned to us *********************** 6-8-24 and there has been no response to several calls and voicemails, and emails. This has been an ongoing issue since 3-14-24 with no resolution.Proof of loss, estimates, pictures , and the adjuster has been to my location , we are requesting the claim be processed and settled asa[.

  Business response

  07/03/2024

  July 1, 2024
  Better Business Bureau of *********
  ***************************************************************************************
  Re: Your file number: ********
  Complainant: **************************************
  Claim number: 107874P
  Loss date: 3/14/2024
  Policy number: QHP5879577
  Insured name: *************************
  Insurance company: QBE Insurance Corporation
  NAIC number: *****
  Dear **************,
  We are writing on behalf of QBE Insurance Corporation, a member company of QBE North America, which
  issued Policy No. QHP5879577 to ************************* for the period 05/05/2023-05/05/2024 (the Policy).
  The purpose of this letter is to respond to the Better Business Bureau of Wisconsin dated June 26, 2024
  regarding the delay in communication and request for coverage for roof repairs (the Claim) under the
  Policy.
  We value our customers and appreciate their business. We will do our very best to address the issues and
  concerns raised in the complaint letter. We understand that the customer is not satisfied with the time it
  took for us to investigate/respond to the claim.
  In considering the Better Business Bureau of Wisconsin Complaint, we have reviewed the Policy and the
  claim information available to us.
  ? 05/21/24 Claim was filed for wind damage to the roof
  ? 05/21/24 Claim was assigned a desk adjuster, ***************************, who mailed out letter to
  acknowledge claim received.
  ? 05/22/24 *************************** contacted ********************* and explained next steps in the process and a
  request for a field inspection was sent
  ? 05/27/24 System error caused delay in assignment to the field
  ? 05/31/24 Field assignment accepted
  ? 06/01/24 Field adjuster, *******************, attempted first contacts to schedule an inspection
  ? 06/03/24 Field adjuster spoke with ***************** and scheduled an appointment for 06/05/2023
  ? 06/05/24 Due to the rain, the inspection was rescheduled to 06/06/24. Appears the roof was
  already replaced, and field adjuster requested photos of the roof before replacement.
  ? 06/06/24 Inspection was completed at the home, but roof was replaced prior to inspection and
  therefore unable to inspect for damages.
  ? 06/06/24 Desk adjuster was reassigned to ***********************.
  ? 06/08/24 Email from desk adjuster to insured and contractor to advise the claim has been
  reassigned and is under review
   
  ? 06/12/24 Damage report was sent back from the field to the Desk Adjuster for review and include

  photos of the roof prior to the replacement.
  ? 06/17/24 Quality Audit adjuster from QBE contacted ********************* and discussed the coverage
  concerns related to the roof replacement. **** confirmed no other damages to report.
  ? 06/26/24 Claim reviewed for coverage by desk adjuster and determined no coverage. Full denial
  was issued
  ? 06/27/24 *************, ***********************, called and spoke to insured and advised of the denial of
  coverage since we did not have the opportunity to inspect and therefore, we were prejudice in our
  investigation. The photos provided were blurry but did show the roof had granular loss consistent
  with normal wear and tear and prior repairs to shingles. We were unable to confirm hail/wind
  damage to the roof to support a full replacement based on the photos provided. It appears that
  the roof was in a repairable condition. The conditions section of the policy requires the insured
  present the damaged property.
  As of the date of this letter, the customer has been contacted and coverage has been explained. A formal
  disclaimer has also been mailed to the customer which includes all applicable policy language.
  Based on the review of all applicable information and claim timeline we have determined that our claim
  investigation was completed promptly and claim communication response time exceeds the state
  requirements.
  It is extremely important to us that our customers be completely satisfied with our claim service. If you
  have any questions after reading this letter, please contact the undersigned so that we can fully respond to
  any additional concerns.
  Sincerely,
  *******************
  Property Claim Supervisor
  ***********************
  Assigned Desk Adjuster
  Direct: ************
  Fax: ************
  E-mail: **********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim with QBE around April *****th. I have had renters insurance with this company for over 5 years and have never had to file a claim until now. My home was burglarized and several small items were taken. I filed a report with the local police on April 24, 2024 for what I found that was missing at the time. A few more items were noticed later and my claims adjuster told me to take my time scanning my home to ensure that I did not miss anything. I submitted all of the documentation and photos that I could find to my adjuster, who then was supposed to forward over to a claims investigator which I assume is a third party company. I explained to My adjuster that most items were older and I was unsure if I would be able to find receipts. She stated that I could send pictures and/or receipts. I later received an email from the investigator stating that she needed more information and that she could not use the photos that I sent because they were not original photos. My firearm was taken, but I could not find the original receipt because Ive had it for a few years. However, I sent them a picture of the original case with serial number. There was a necklace that I did not have the receipt for again because I have had it for a few years. I did send them an original photo of the necklace and of me wearing the necklace. A designer bag set was also taken and although I did not have receipts for those I sent the insurance company a photo that we caught of the burglar with one of my bags on his back. I also sent an original photo of the other piece to the bag set that was taken in my closet. For the times I was able to find the receipts for I sent them in. I have made multiple attempts to reach both the claims adjuster and investigator via email and they phone. However, I have not received a response since may 31, 2024. No other communication has been received and I have left several emails and messages. QBE has given me the run around!

  Business response

  07/02/2024

  Page 1 of 2**************************************
  Phone: ************ ? Toll Free: ************
  www.qbe.com/us
  July 1, 2024
  BBB of *****************************************************************************************************************************
  Re: BBB ID# ********
  Complainant: ***************************
  Claim number: 106618P
  Loss date: April 24, 2024
  Policy number: PRH5808536
  Insured name: ***************************
  Insured location: ************
  ****, NC 27513
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Good afternoon:
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
  which issued Policy No. PRH5808536 to *************************** for the period of June 26, 2023, to June 26, 2024
  (the Policy). The purpose of this letter is to respond to the BBB of Wisconsin inquiry dated June 24,
  2024, requesting assistance with ********************** claim 106618P.
  In considering the BBB inquiry, we have reviewed the Policy and the claim information available to us. Our
  records reflect that on April 30, 2024, *************************** reported a claim for theft of her personal property.
  Our adjuster reached out to **************** to confirm the facts of loss as well as Ms. ******* list of stolen
  property. We have provided **************** with several updates throughout the claim process by both
  telephone and written communication.
  We have contacted *************************** multiple times via email and/or letters to request information as to her
  loss or to provide her with a status of her claim. We contacted **************** on 05/01/2024, 05/10/2024,
  05/14/2024, 05/20/2024, 05/21/2024, 05/22/2024, 06/18/2024, and 06/24/2024. We have also retained
  Enservio to assist with the evaluation of the personal property claim that **************** has submitted. Ms. ********** did not work with Enservio as requested. **************** provided us an email of a list of her stolen
  property which we then forwarded to Enservio for pricing. As of the date of this letter, **************** has not
  provided all the needed information to document the claim she is presenting.
  Please be advised that the Policy contains Duties After Loss requirements that state the insured must
  cooperate with us during the investigation of a claim as well as providing all bills, receipts and related
  documents that justify the figures in the inventory. Original receipts and/or valid proof of ownership have been requested to be provided to us. Should you have any question after reading this letter, please contact me so that any additional concerns
  can be addressed.

  
  Sincerely,*****************************
  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: *******************************************

  Customer response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response submitted by QBE is not true and is an attempt to cover their lack of communication with me.  I contacted QBE multiple times, left multiple voice messages for the claims adjuster and the Enservio representative. I also left a voice message for a manager at Enservio.  Both companies record their calls, and these calls that I made to them should be reviewed for accuracy.  I also sent several emails which I attached the screenshots to my first complaint to the BBB. You will see that most of the days reported in **** response to the BBB were mainly the days that I contacted them.  ***************************** contacted me after the claim was first submitted on May 1st, she replied to my email to her on May 10th, she did not respond again until I tried contacting her once more on May 14th, and her last date of contact was may 20th.  I have emailed and called her multiple times since then with NO response whatsoever.  The enservio representative *********************** took over and reached out to me on May 22nd. I replied to her email the same day. On may 31st she replied stating that the file was under review and she would get back with me the following week. From May 31st until June 27th I never received a response to emails, nor voice messages.  That is almost a month time span with no contact.  I even left messages with the operator.  All of the information that enservio requested  was submitted to them immediately! It was not until 2 days AFTER I submitted this complaint to the BBB that the enservio representative FINALLY contacted me via phone in June 27th! She explained why the photos and proof that I submitted were being rejected, and she walked me through how to submit them to avoid the rejections.  The once that was done she stated that she everything was now in order and she would begin processing my file, and she ensured that she would call me the next day (and email me around the same time prior to calling) so that I could give my statement.  She stated that she was scheduled to leave for vacation and wanted to process the file before she left.  However , I never received the email nor did I receive the follow up call.  As you can see in the attachments, I even have emailed her on 6/28 to confirm that she would still be giving me a call.  I never heard anything.  This is the continued pattern with this company.  No communication and/or lack thereof, but yet they claim I did not do my due diligence in submitting the required information and I did not work with them which is not true.  Although screenshots of emails have been attached to my complaint I am more than happy to Forward the emails directly to the appropriate party if need be.  Please lets be clear, my complaint is not about the time frame it has taken to complete this process. Although it has been very lengthy, I understand these things take time. My complaint is regarding QBE and Enservios lack of communication in responding to me and not being able to take my phone calls for a well over one month! I make payments to them on time every month and have been a member for nearly 5 years.  I have never filed a claim with them, and as customer I feel that I should be valued enough for them to at least follow through with what they say they willl do and to effectively communicate!! I should not have to call and email several times with no response! It is unacceptable!!

  Business response

  07/10/2024

  July 9, 2024
  BBB of *********
  **********************************************************************************************************
  Re: BBB ID# ********
  Complainant: ***************************
  Claim number: 106618P
  Loss date: April 24, 2024
  Policy number: PRH5808536
  Insured name: ***************************
  Insured location:
  Insurance company: Praetorian Insurance Company
  NAIC number: 37257
  Good afternoon:
  We are writing on behalf of Praetorian Insurance Company, a member company of QBE North America,
  which issued Policy No. PRH5808536 to *************************** for the period of June 26, 2023, to June 26, 2024
  (the Policy). The purpose of this letter is to respond to the BBB of Wisconsin inquiry dated June 24,
  2024, requesting assistance with ********************** claim 106618P.
  In response to additional comments to the Better Business Bureau of *********. Please see the update
  below.
  Your adjuster ***************************** is currently awaiting the investigation by our representative ***********************.
  ******* reached out via email to **************** on 07/08/2024 stating we are currently pending an amended
  police report to reflect personal property she listed to her claim, so it matches what the police report states.
  ******* also provided dates and times to complete a recorded statement with ****************.
  Once we are provided the necessary documents to conclude our investigation, we can move forward with
  determining coverage.
  Should you have any question after reading this letter, please contact me so that any additional concerns
  can be addressed.
  Sincerely,
  *************************

  Claims Supervisor
  Praetorian Insurance Company
  Direct: ************
  Fax: ************
  E-mail: *******************************************

*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. ↩