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Complaint Details
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Initial Complaint
01/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My 30x30 pool with a deck surrounding collapsed during heavy rain. It rained so much last summer I couldn’t keep the water level low enough. This happened around July 8th or so and while sitting at kitchen table I saw it collapse. On side just buckled and 21,000 gallons ran into my already soaked yard. The sent a guy to assess and take pics. His report was it happened due to rust. I don’t believe this guy was a licensed structural engineer. But they were quick to tell me what happened and estimated deck repairs at around $800. Total loss. So now I am left with the after of a collapsed pool and a barely standing deck. And will have to pay for demolition and to haul it off. As of now it sits in my backyard as a huge eyesore on my property.
Business response
01/23/2023
Our number one goal in the Celina Insurance claims department is customer service. We handle over 10,000 claims per year with very few complaints and high customer service ratings from our agents, policyholders, and claimants. I am sorry that this customer was unhappy with the service provided. It is our continued commitment to exceed the service expectations of our agents, policyholders and claimants, but that does not mean that we will pay more than is owed in any claim.
It has been our experience that when service complaints are received, many times they are reported after a disagreement on coverage within the policy contract. After an internal review of this matter it is our belief that a disagreement over coverages likely influenced the review offered by this individual. Our claims department has reached out to this individual multiple times over the past couple of months to discuss their concerns; however, have not received a returned call.
Our responsibility as a mutual insurance company, owned by our policyholders, is to pay what is owed in every claim, not more and not less, based on coverages in the policy. This enables us to offer fair prices and long-term financial stability to our over 100,000 Celina policyholders. It is our continued commitment to provide excellent customer service and prompt fair claim payments to our policyholders and claimants. An internal review has confirmed we have met that objective in this claim.**** ********
Sr. Director of Claims
Customer response
01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. There was no resolution but I will accept the response. I do not agree with their findings. But they aren’t gonna budge with their decision so I’ll just take it.
Sincerely,
**** ******Initial Complaint
07/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On or in February or March 2022 I contacted our insurance agent Janasko Insurance company about damage to our roof they in return said an adjuster would be contacting my wife and I, that he did so a date was set up for him to come out and get on our roof for the inspection, his first appointment was cancelled by himself due to the weather the second appointment he showed but with no latter to get on the roof for a full roof inspection he only walked around our home with a tablet taking pictures, I don't consider that to be a full up close inspection of our roof what so ever, and then in March 2022 we received a letter from the Insurance adjuster stating the claim was denied when there was not at all make anywhere near or attempted to make a fair and or properly gather all facts in regards to this claim. The given facts that he only relied upon was pictures that he took from the ground level that's no facts of damage that can't be seen, the facts of this claim were not properly appraised nor was facts that he presented for the denial, as in with my attached in this complaint you will find pictures of damage and wind damage that I spoke to him about and was never addressed (soffits) as in the pictures as a policy holder I'm requesting his denial be reversed to be granted to approved.Business response
08/12/2022
The number one objective of the Celina Insurance Group Companies is providing excellent customer service. We are sorry to hear this customer is not satisfied with their experience and disappointed to see this review filed with the BBB. After this complaint was filed, our adjuster has since conducted a second onsite physical inspection of the roof with the customer’s contractor present. The results of that inspection have been communicated to the customer. It is our continued commitment to providing an excellent customer experience through prompt and fair claim services to our policyholders and claimants.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.