ComplaintsforIntact Insurance

• Initial Complaint

  29/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our property was impacted by the BC wildfires in 2023. Initially, Intact was helpful but that didn't last long. As soon as they realized we were going to make a claim on our fence and trees that were destroyed their communication immediately stopped. We attempted to contact them weekly, but often went right to our adjusters voice mail. In late December we were informed our adjuster had fallen ill, but for a multi-national insurance company to suggest only one person can deal with my claim is absurd. It's deja vu here as we approach the end of January. Zero communication in two weeks. We're heading into our 4th month dealing with Intact. It's been a terrible experience. We just want them to honor our policy at this point.

  Business response

  13/02/2024

  
  Claims staff have been in contact with the customer and are obtaining estimates for the additional damages to move the claim forward. 

• Initial Complaint

  13/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have paid this company for years every month, so I will have a peace of mind when an incident happens in my home. After years paying them, a pipe broke in my house and I went through $30k loss. I assumed they will come and help me like a decent insurance company would as per my prior experience with other companies. But no. **** *** ** ******* ****. Came up with excuses after excuses. And finally they denied my legitimate claim after digging and digging to find some excuse. It has been a depressing experience in additional to financial loss. **** ********* ** ***** ***** ****** ***** *** **** ***** *** *** ** ** ***** ******* ** ** **********

  Business response

  21/12/2023

  We were able to contact the customer and advise that their concerns have been escalated to the second level of our established complaint handling protocol. To learn more about our complaint handling protocol, the client can also visit: https://**********************************************

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The reason that I am complaining is because this business has used different excuses to not to deliver what I have paid for. I have paid an insurance fee for many years every month , once an issue happened, they refused to cover the losses with incorrect assumptions and did not cover the loss.

  Even when it was escalated, no one reviewed or addressed my complaint . The scalation was just a formality and they repeated the same unfair and incorrect excuses.

  If I am complaining to BBB, is because I am not satisfied with the internal treatment of my case by  intact insurance. I have already contacted intact insurance and did not receive anything other than unfair and incorrect excuses to not to cover my losses. That is why I contacted BBB. Referring me to intact insurance by intact insurance  is not a satisfactory response.
  
  Sincerely,
  
  ***** *********

  Business response

  10/01/2024

  Our client's concerns are still being reviewed by our Ombudsman's office. They formally received the client's request to escalate on Jan 3, 2024 and will respond to the client within 30 business days with our final position.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 10th 2023, I had to cancel my insurance policy due to my car being wrote off (wasn’t my fault) I was never asked if I wanted to keep the policy open until I found another car. I just found out on Dec 9th 2023 that they’d be taking 175.69 for cancelling this policy early. They want to take the payment on Dec 11th 2023. Not only do they want to take this amount of money on the 11th but they also want to take 391.30 on the 11th as well. The 391.30 was suppose to be my November payment for my new insurance policy that started on October 20th 2023. I am suppose to be paying 391.30 each month for 11 months. While signing up for my new policy with Intact I was dealing with a woman named Suzette S. whom I asked if she needed my banking information (void cheque) for my new policy. She stated No and said she’d use the previous information from my old policy and apply it to my new policy. That was the end of that… so I thought. November 22nd came around and the money was not taken from my account, Suzette put the payment information from a previous bank account from *** that was closed in March 2023 instead of putting my ** **** account that they’ve been taking money from since April 2023. So because of her assuming I am now behind a insurance payment from November which there expecting me to pay on Dec 11th plus another payment on Dec 22nd 2023! Which equals to 782.60$ for insurance in one month!!!!!! Plus this extra 175.69$ that they never even told me about and scheduled for the same day (Dec 11th) as the November payment that they want me to pay. This is not my fault and their threatening me with a registration letter! When I’ve never ever missed a insurance payment since I’ve had car insurance. I should not be responsible for paying November’s insurance payment or the cancellation payment. I should not be penalized for their mess up. All proof of this was done over the phone or by email on my profile. Insurance policies are ********** and **********

  Business response

  20/12/2023

  We were able to connect with the client and removed the cancellation fees that were associated with the client's old policy as the vehicle listed on the old policy was deemed a total loss. We applied the credit from the old policy to the client's new policy. The client advised she was satisfied with the resolution.

  Customer response

  20/12/2023

  
  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.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  18/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Car was a write off. The settlement was lump sum paid by electronic transfer and the got my account number wrong. Complained about management and that manager calls me. The manager then decides that my settlement should be paid differently than what was settled upon. It's been 2 months after a drunk driver totalled my car and I still don't have my money to replace the car. Intact complaint process is a joke.. 2nd level escalation takes weeks to contact you and then does not leave contact info for them. ******* ***** * **** **** ****. choose someone else

  Business response

  29/11/2023

  
  We were able to speak with the client prior to receiving notice from the BBB. We were able to offer the client an additional 17 days of rental coverage after the settlement was offered. The original cheque was recalled as it did not list the lienholder as co-payable. An additional $475 was provided on top of the 17 day extension to the client due to this error. The client advised she was satisfied with the resolution. 

  Business response

  07/12/2023

  One of our claims managers attempted to discuss the client’s concerns further, however the client refused to speak with them. We will in turn provide the client instructions on how to escalate their concerns should they wish to pursue them. 

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I asked them to continue the complaints process through this format. Instead of having their response not recorded.

  If you want to talk to me intact.. do so here.

  
  Sincerely,
  
  ****** *******

  Business response

  11/12/2023

  Claim Summary:
  The insured has a lien on her vehicle, and we had to void the initial Electronic Funds Transfer we processed as we are obligated to pay her a cheque co-payable to her and the financial institution. She received her cheque on October 16, and as a customer service gesture, we extended her rental till that day. She insisted on staying in her rental November 4. As an added consideration, the claims manager approved to pay half of the total additional rental that was incurred. Though we did have some delays in our end due to voiding the initial EFT, the insured could have submitted the co-payable cheque to the financial institution right away but did not do so which caused further delays.
  The cheque co-payable under our insured and the lienholder was issued October 6th and has cleared.
  The $475 cheque issued to our insured was issued November 22, and has cleared.
  As for the third party information, the only information we have is the policy driver and vehicle details, which we took from the broker. We do not have any personal information to provide her and have suggested she order a police report to obtain this. Due to privacy concerns we are not comfortable giving her any other information without TP consent.
  As previously stated, if the client remains dissatisfied, she has been provided with instructions how she can escalate to the Ombudsman’s office.
  We are NOT in a position to adjust her claim via BBB correspondence. We invite our insured to participate in our dispute resolution process which has been approved by the appropriate governing bodies. To learn more about this process, please visit https://**********************************************

  Customer response

  11/12/2023

  
  Complaint: ******** 

  i am rejecting this because..
   This person named Dean S. is a liar.  Nobody voided the EFT payment.  As an added document for proof.. the account number ends in ***.. not *** therefore the bank could not process it.  The other manager that thinks he's a hero for voiding it after I wouldve received it is named Dumi.  The first escalation department made him call me after I escalated about this manager.  No CSR in the history of my employment anywhere would they allow everyone to *** during the entire process. 

  now this last ecalator is refusing to contact me through this format os discussion.  I am now being ******** by phone and email regarding my complaint. 

  his letter of explaination is not my wprds and he was not present for any of this and aldo cut me off when he asked for my side of the complain.
  it has been **** and at no point did anyone do their jobs to contact my broker to get any information making me stop my job at work to bend over backwards to do their job. 

  so dean.. i encourage you to reconsider the rates that enterprise charged me for those 2 weeks where i suranxe wouldve been charged half that ampunt. 

  from an accounting standpoint your balance sheet will show that the 475 dollar payment was actually 2 weeks with insurance rates through the rental agency. 

  please be advised that I will escalate and now your a **** too as you told me and the bbb that the information about the other driver was in fact emailed to me by yourself. 

  whatever.. im not done.  You must live somewhere where everything runs perfectly in your life.  Its a shame that mine doesnt work out perfectly all the time.  If it did.. you would not be in this position.  Stop ***** to your clients or face the reprocussions.
  
  Sincerely,
  
  ****** *******

  Business response

  14/12/2023

  We have reviewed the client’s most recent rejection to our response. While there are ongoing concerns noted regarding the customer service she received from certain staff, there is no new issues being presented. We therefore will once again encourage the client to contact our Ombudsman’s Office as noted in our Final Position Letter if she would like to discuss her concerns further. 

  Customer response

  18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will not take another step with your company.  The Ombudsman for intact will not be sufficient.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  15/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In December of 2021, I had gotten into a car accident with my vehicle, a 2015 ***** *, rear-ending another vehicle. It took until early-2022 to get the repairs completed through Intact, where they gave me a rental with no winter tires (in the middle of winter), and had "completed" the repairs to my vehicle at the cost of my $500 deductible and an increase in my auto insurance by over $100/monthly. The repairs were not completed well and the total cost of the repairs was over $7000. For a $7000 front-end collision repair, the auto body shop failed to install a NEW bumper, rather they were instructed by Intact to "refinish and reinstall" the bumper. As a result, over the summer and winter months since the accident, this specific piece began to warp and not fit correctly around the headlights or the sides (where the plastic began to flare outwards). I had recontacted Intact regarding this issue and presented them with the original receipts, contact information of the Intact-approved auto shop that did the repairs, and proceeded to request that the bumper in fact be replaced because of the poor work and choice to reattach it in the first place. It had taken seven months to actually get Intact to look at the vehicle again, as they were very unresponsive and kept giving me the run-around because I had moved to another province (either than the province where the repair was done originally). What Intact returned with, after months of back-and-forths and giving me a rental so that the repairs could be done in Montreal, returned to me my vehicle without doing anything as a different appraiser had claimed there was evidence of a new impact to the front of the vehicle, which caused these warping issues, apparently. They wanted me to start a new claim (another $500 deductible and likely increase to monthy premium) to have this fixed. The "evidence" provided was a photo of a scrape at the bottom of the bumper--apparently demonstrating it was in another "accident."

  Business response

  22/11/2023

  We were able to review the client's concerns and will be maintaining our position regarding the denial of the unrelated damages insured had brought up. The client will be provided with instructions how to escalate his concerns should they wish to do so. 

  Customer response

  22/11/2023

  
  Complaint: ********
  
  I am rejecting this response because there was no additional accident/claim that occurred on this vehicle after the original repairs were conducted.

  The bumper portion was not correctly replaced, instead, it was simply removed, "refinished" as per *** **** *********, and put back on. The spider crack that is being used to claim another accident is likely from a rock chip that compounded into a fracture of the paint. The small scrape that is also being presented as proof of another accident is also likely from general road wear and tear. If the scrape and spider crack were caused by another accident/incident, there is no way that the bumper would have warped around the headlights and flared out at the sides. This is due to the poor repair of the bumper piece and was documented when I returned to *** **** ********* surrounding this issue. The "repairs" done to the bumper did not effectively repair the original accident's damage and resulted in the warping of the plastic by the headlights and side, not another accident.

  
  Sincerely,
  
  ****** ****

  Business response

  28/11/2023

  
  As we mentioned in our initial response, we provided with the client with instructions on how to escalate his concerns should he remain dissatisfied with our assessment. We will accept his rejection to our response as his indication he wishes to escalate his concerns to Step 2 of our internal complaint resolution process. We invite the client to review this process at: https://********************************************** A Customer Relations Representative will review the client’s concerns and follow-up with him accordingly.  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our **** was damaged from hail in July. We took the **** to intact body shop to be fixed (SE Calgary) . when it was returned to us, there was alot of damage done by their repair shop. Most damages are fixed, except the headliner is still falling down all along the windshield. I personally took it back the first time and talked to the shop manager (very ******** guy and laughed at the damages) since then, the **** has been taken back there 3 times to get fixed, just got it back yesterday and low and behold, headliner still not fixed. My wife phoned today and was told that they are not fixing it. We want this headliner fixed, if I have to take it to a dealership and have them do it, it will be billed to intact. We have been with intact over 10 years, first claim we ever put in, but after this experience, we will not be renewing with Intact. Absolutely no respect for paying customers. We want this headliner fixed that your shop damaged. (they also damaged the back bumper, scratches to the front paint, grease all throughout the ****, back seat cover full of some kind of solvent) This is not expectable ( They were paid 15000. to fix hail damage, that was fixed, but they did alot of new damage . Now refusing to fix headliner. Unbelievable, but my next step is going to the media if this isn't solved soon.

  Business response

  15/11/2023

  We have reached out to the customer directly. We have addressed their concerns and working on a resolution. A field appraiser has been requested to go and view the vehicle at the customers residence. Once this is done, we will have a better understanding on what else needs to be completed. The customer is aware of this request and is fine with having someone go out and view the vehicle. The Claims Manager is working closely with the customer as well. They have stated they will provide updates to the customer when needed.

  Customer response

  15/11/2023

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  19/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I do not receive the service as per my insurance policy, time frame, little support from my appraiser, unanswered questions, repairs badly done

  Business response

  31/10/2023

  
  We were able to speak with the client regarding their concerns. We advised that we would review their concerns pertaining to the quality of the completed repairs. We advised what information was required to be provided and will work with the client and the third part vendor to come to an amicable resolution. 

  Customer response

  31/10/2023

   
  Better Business Bureau:
  
  I will wait until the repairs are done 

• Initial Complaint

  18/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an E-bike online from *******. ($1742.) It was stolen. I filed a police report. I filed a claim with Intact insurance. They denied my claim because I can’t provide a receipt. All I have is my **** statement showing payment. I gave them a check for the deductible ($1000.) They returned it. Sincerely, **** *******

  Business response

  31/10/2023

  We have contacted the customer directly and are working towards a resolution. The customer’s claim is still open, and our claims team has requested further documentation to support the loss regarding his E- bike.
  

• Initial Complaint

  16/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  insurance claim water damage to ***** ** ** **, Edm, AB. claim submitted 10 Aug, 23, property suffered from backed-up sewer. communication with the company has been less than satisfactory. Since claim was submitted 10 Aug, 23, have been significant delays in responding to my queries & requests. 11 Aug, 23, I emailed Esther C. claims representatives, to follow up on status of ** **** Restorations' emergency services. On 16 Aug, 23, I called/emailed Esther several times within the day before receiving one email response late that evening. 18 Aug, 23, I sent email to inquire about the appointment of a new adjuster after learning that Dona N. had passed my claim to someone else. have been several discrepancies concerning the report compiled by ** **** Restoration Services Ltd, one of the contractors hired. Incorrect dates/times. charged for services that were not provided, & in some cases, charged for unnecessary services. To date, are several unresolved issues concerning discrepancies & overcharges. inadequate coverage provided. the decision not to replace the backsplash in bathroom is unacceptable as it can cause significant devaluation in the resale value of home. the amount of time it is taking to cover the cost of repairing security camera system's damages is unfair because in the last 10 years its be used as a major coping tool to help me deal with my PTSD, not having it has caused significant harm to mental health. This denial was made despite sending a quote for the repair & the fact that there is no exclusion for this type of damage in my insurance policy. The lack of response & support has caused serious emotional distress, which has further aggravated my PTSD & chronic conditions. As a permanently disabled veteran, delays in repairing damages led to major inconvenience in my daily life, which has adversely affected my overall health. I demand an appropriate resolution to these issues & uphold my right to accurate & reliable documentation.

  Business response

  24/10/2023

  
  We were able to contact the customer and have reached an understanding. The claim is proceeding and the client's contents are being evaluated. 

  Customer response

  30/10/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  26/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 25th at 11:06 pm I was charged $415 under the “auto renewal policy” This was not the case. I made myself clear over the phone that I did not want to continue with this company “intact” once my policy is completed on September 9th 2023. I made a phone call during the summer months with clear instructions that I did not want to continue with the auto renewal. (I was hoping they put a note down) but they did not. On September 8th 2023 a family member sadly passed away. September 15th was the burial date. During the time of the 9th- 15th I was morning the loss of a family member. On September 26th (today) I called intact and “brokers link” to get this issue resolved. I did not mention the passing of my family member Because I did not want to use that as an excuse. But in reality I was hurting. The insurance company was not the first thing on my mind until last night (September 26th) I was charged $415 for not calling on September 8th and cancelling my car insurance plan. During the phone call I made on Friday the 22nd I explained that I did not want to continue with them for the 3rd time. Once that information was received the broker told me my only way was to pay another $415 to get out of the problem I’m in. Please help me. I moved money into my TFSA account knowing I had no big payments AT least until this Thursday (September 28th) when I got paid. Naturally I would get the overdraft covered but I have no money to cover it in my bank accounts as of today. I can’t afford food. Or to get my health card and drivers license renewed today (90$) because I’m $-227 in my bank account. This never happens to me but this also has happened before from intact where they took more money out of my account without notice. Please help me get my money back today so I can get my license and health card renewed. As they are expired I technically can’t drive. I have another insurance company I’m with “*********” as I assumed intact and I were over. Please help me get this figured out. Also. My date that I confirmed with intact to take money out of my account is the 23rd of every month

*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. ↩