Complaints

• Initial Complaint

  13/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My home burned in Aug 30/ 22. Waited until today oct 13/23, a full 13.5 months later to get quotes on rebuild. Then was advised the builder they selected, weren’t committed to building the home. Wouldn’t provide any timeline. On top of that they refuse to pay me for housing in the mean time as I was at my parents prior to the incident. And also will not pay for my ex wife’s housing as she wasn’t “named on the policy. I have been trying for months to get help from them and nothing. Now I’ve been provided quotes, and advised that I should reach out to try and find contractors to build within that price range. Which I could’ve been doing for the last 5 to 6 months had they not screwed me around. It was only when I threaten to go to the media and you that they even started the process to Tryon lock down the third-party contractor to rebuild through the repair company “First on site”. They continue to blame it on the environment and how busy things are, forcing the contractors to be unable to provide quotes. That’s what I’ve heard since June 2023. This is absolutely unacceptable. Insurance companies are supposed to be there to help you in your time of need and I’ve done nothing but make my life hell since the fire. I was also told that I would be eligible to view the third-party fire investigation, which paints my ex-wife in a fairly negative view, which would help my divorce proceedings immensely. Now they’ve backtracked on that, and will not provide it. The insurance advisor changed halfway through the process and continues to state that he can’t answer to anything because he was just involved recently. His name is **** ******. The original advisor was ******* ******. And even once I made contact with that supervisor, *** ***** I still didn’t really receive any support. They continually blamed the rebuild contractor who I am unable to police yet they couldn’t do.

  Business response

  16/10/2023

  We contacted the client on Oct 13, 2023 in regards to similar concerns he posted on social media. The client advised he did not want to discuss the claim and would let things progress. A follow-up call was offered, however the client declined that as well. 

  Customer response

  16/10/2023

   I am rejecting this response because:
  There has been no resolution to my issue, and having further conversation with a company that does not police their subcontractors is of absolutely no use to me. 
  

  they have failed to provide the documentation. They stated they would on Friday prior to my complaint, which would include all the details of my rebuild, and how they got to the dollar value of the rebuild that they did.

  So for them to reach out is fine, but there has been no work done on their end to rectify my problem which is that I’m currently paying a mortgage on a house that they should’ve been started the rebuild process already. And on top of that they don’t have a date from their subcontractor that is supposedly doing the rebuild of when it will be completed, or if it will even be started. They state that they cannot commit to the rebuild, so what good is the quote that I was provided?

  we are talking about 13 1/2 months since my house burned down and I’ve had next to no help and on top of that they’ve screwed me out of my housing allowance.

  I will not be satisfied with my complaint, until there is a schedule date for my house to be rebuilt  

  That is what I pay insurance for is to have them look after this in the event of an incident instead of putting the work on to me to find a subcontractor to build a house. I am also taking this matter to the media.

  
  

• Initial Complaint

  31/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a deer accident on may/17/2023 and I had a proved estimate on June 30,2023 stated that my deductible amount is 500$ so I accepted that and gave them the vehicle to be fixed and I went to grab it after its fixed they wanted me to pay a 1000$ deductible amount instead saying there’s no evidence of a deer hit while there is 45 days time frame between the day of the accident and the day of the estimate which I cleaned the car and it’s rained during that period so they should not charge me 500$ extra and make it my fault at all , so I left my vehicle and I don’t know how to fix that with them

  Business response

  02/08/2023

  
  We were able to connect with the client to discuss his concerns. The claim was initially considered a comprehensive claim which the client carries a $500 deductible. Upon further investigation, the claim was deemed a collision claim, therefore the client's $1000 deductible applies. 

  Business response

  08/08/2023

  Coverage including; deductibles and loss of use are selected by the client in their discussions with their broker. Should the client have coverage concerns, we invite them to contact their broker to discuss in more detail. 

  Customer response

  08/08/2023

   I am rejecting this response because:
  
  The issue is with intact insurance not with the broker

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