ComplaintsforRoanoke Insurance Group Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for Fed-Ex Freight Priority shipment through ************************* *** on Freight Quote.com in February and also purchased the shipping insurance from Roanoke Insurance *** offered by the website to protect my Cynosure medical laser machine during pickup/transit/delivery. The shipment cost $856.61 total that included $63.15 for insurance coverage purchased via Roanoke Ins. *** The machine (in perfect structural and working condition) was picked up on 2/13/24 from **********, Ga and was delivered to the buyer in *******, Mi on 2/19/24. During transport, the machine was not secured causing the 210lb machine to fall over leading to irreparable damage to the machine prior to delivery. The laser machine was insured through Roanoke Insurance *** for $5000.00 loss coverage. The buyer immediately informed me that the machine had been destroyed by tipping over during transit. This was verified by the delivery team to the buyer as the cause of the damage to the machine. My shipping preparation was conducted exactly the same as the machine arrived to me when I purchased it from Cynosure in 2017 for the price of $145,252.50. The only difference in this case is that the machine WAS NOT PROPERLY SECURED by the shipping personnel. Due to liability issues, I could not secure the machine within their Fed-Ex truck. As a result it was 100% the failure by the shipping team that the machine was destroyed during transit. The insurance that I purchased from Roanoke Ins. *** was obtained and obviously a valid, clear-cut claim that should have been covered by them. However, after filing my claim for $5000.00 the company denied the claim due to "improper packaging" accusation by their underwriting department. I appealed the denial because it was factually incorrect but a surveyor (employed by them) then reported the damage was caused by improper packaging as well. The buyer who received the machine states that the ONLY WAY it was damaged was that the machine fell over during transit.

  Business response

  08/20/2024

  Good Afternoon,

  Our outside law firm has addressed the issues noted in this complaint directly with *****************************************. Please see the attached letter. For now, we have nothing further to add and request that this complaint be closed since all the issues raised in this complaint have been addressed.

   

  Customer response

  08/20/2024

   
  Complaint: 22045666
  
  I am rejecting this response because:

  Roanoke insurance did not provide me with any legitimate information regarding their denial to my claim. The excuses listed by the company were from their compensated workers who clearly ignored the facts of the matter. The company then made a decision to deny the claim stating that the compensated employees opinions essentially superseded my facts that I presented. The professional movers at ***** freight WOULD NOT transport an improperly packaged item. They felt that it was not improperly packaged and therefore proceeded with their transport. The machine fell over because it WAS NOT SECURED BY ****** Only a corrupt company would attempt to escape responsibility for this claim. The right thing for Roanoke insurance to do is approve my claim and I will not pursue this matter any further. 
  Sincerely,
  
  *************************************

  Business response

  09/03/2024

  We are submitting the attached two (2) letters in which the complainant was clearly advised as to why the loss was denied. The reason for the denial was based upon the policy (contractual) language. We ask that this complaint be closed since we have addressed all the issues and have nothing further to add. Thank you for your attention to this matter. 

  Customer response

  09/06/2024

   
  Complaint: 22045666
  
  I am rejecting this response because:
  Dear Better Business Bureau,
  
  
  I am writing to express my dissatisfaction with the handling of my property loss claim by Roanoke Insurance *** Despite providing detailed evidence regarding the cause of damage to my medical laser machine, valued at $5,000, my attempts to secure reimbursement have been met with resistance and unfounded accusations of improper packaging on my part. It is clear from the circumstances that the freight movers failed to adequately secure the equipment, leading to its damage during transit. However, Roanoke Insurance has persisted in deflecting responsibility and has not honored the coverage agreement. Their conduct not only undermines the trust that customers place in their ******************** but also raises serious concerns about their business ethics. It is imperative that such practices are brought to light to prevent future customers from experiencing similar unfair treatment. The loss of my property has been exacerbated by Roanoke Insurance's actions, and I believe it is important for the BBB and potential customers to be aware of this situation.
  Sincerely,
  
  *************************************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased shipping Insurance from UShip/Roanoke Group for our move to ***** from CA. When I purchased the insurance I was not given a chance to choose which items I wanted to insure of the option to Increase the insurance to cover the complete load of valuables. We suffered $5,903 worth of damage during the move and we had $15,000 policy. They prorated the policy to cover everything and after the $350 we paid for the policy, the $750 deductible, Roanoke received $1,100 and we were offered $485.56 for the loss of our belongings. As I wrote to them stating that if this is a business that is in the business to help consumers than they need to start acting like it and offer policy options that (A) allow you to choose the items to be covered or (B) provide policies for the full amount of the items being shipped. My wife and I spent over 40+ hours researching the cost of all of our possessions as well as paying for estimates (because we leave in a hard to get to location). We felt very pressured to get this information to them because they said the window for filing was closing. They sent their offer letter to close the case but I told them I will not accept that amount and that I will contest this until I get a fair offer. Their offer doesn't come close to cover anything.The **** Family -$4,485.00 - Freight/Shipping -$350.00 - Roanoke Gap Insurance policy -$5,903.00- Loss via Damage during shipment ******* - Estimates for repair -$750.00 - Deductable -$11,713.00 - TOTAL Out of Pocket ROANOKE.GROUP $350.00 - Insurance Coverage $750.00 - Deductible $1,100 - PROFIT Offer to settle $485.56 **************

  Business response

  12/21/2022

  Dear **************,
  We have reviewed your complaint and after reviewing the details of your claim, we have concluded that your claim was properly handled. Unfortunately, you did not insure your shipment for its full value so we cannot reimburse you for the full amount. The settlement offer that our ***************** sent to you was paid based upon the percentage of insurance you purchased and was properly calculated. Please be informed that there is no basis for us to change our settlement offer to you.We sincerely apologize for the inconvenience.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found rare, almost new condition ailerons for a Beechcraft B50 Twin Bonanza. This model has not been built in over 60 years. The ailerons were crated and shipped. Upon arrival, no damage to the crate was observed. Opening the crate it was discovered that damage had been done to the top side, in this case the trailing edge. The only possible explanation is that the crate was dropped from some height and landed squarely upside down, not damaging the crate, but causing damage to the left aileron. FAA regulations indicate flight controls cannot be repaired, therefore the left aileron is complete loss. I covered the shipment with $5000 insurance. Now Roanoke Ins is ignoring me after filing the claim. I need them to pay out as they are supposed to in a timely manner. Loss Information -------------------------------------- User-Entered Policy # : ********* System Assigned Policy # : MWE312791 Policy Holder : freightquote Certificate Number : Claim Reference : System Claim Number : ********** Claim Security Number : ***************** Date of Loss : 10/28/2022 Estimated Loss Amount : ******** U.S. Dollars Description of ************* evidently allowed the crate to fall from some distance and the crate landed upside down, crushing the aircraft aileron. Current Location of Cargo --------------------------------------------- ***************** ******************* Contact Name : ******************* Contact Phone : ********** Contact Fax : Contact Email : ***************** Arrival Date : Address : ***************************** **************** State : ***** ***************** Postal Code/Zip : ***** Miscellaneous Notes : Bill of Lading Number : **********

  Business response

  12/02/2022

  Dear **************,
  We sincerely apologize for your experience with a slow claims process. Our goal is to finalize the review of your claim as soon as possible. Weve contacted our *********** regarding your claim and they will be contacting you soon.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The subject of this claim is a shipment of a Crated measurement machine that shipped from *********** ************************************************ to **************** ********************************************************** under XPO Logistics PRO number 396-711523 and Freightquote Bill of Lading number 1561930121.On September 22, 2022, XPO Logistics picked up the shipment at *********** *********************************************** for delivery to **************** **********************************************************. On September 30, 2022 the cargo was delivered to **************** ********************************************************** under XPO Logistics PRO number 396-711523.The cargo was defined as New general merchandise and insured in the amount of $30,454.42.An independent third party surveyor was appointed on behalf of Underwriters to conduct a survey.We have provided pictures and detail of the damaged shipment along with pictures of the original crating of the machine.We ship these machines often and they are crated in 2x4 and plywood crates with heavy wood pallet floors.The machine was secured down to the crate base with over 12 3+ inch construction screws and 2x4 wood pieces and the machine could not be budged or moved at all once secured. The crate appears to have been breached by a large load hitting the top front of the crate. The machine was not dislodged from our mounts, but the heavy blow that breached the crate has damaged the machine, requiring extensive repairs and a return of the equipment to our ** location. The front part of our machine showed evidence during inspection tests by our customer of a strong downward force being applied to the machine, causing a fiber optic cable to be sheared and some motion equipment to be bent.We have been patient and supplied the insurance carrier, Roanoke Group, with all of the pictures and a written and detailed repair estimate.They are claiming that the machine was not properly packed and will not pay the claim.This is utterly false and in our view is fraudulent

  Customer response

  01/04/2023

   
  Complaint: 18376161
  
  I am rejecting this response because:

   

  This machine was shipped in a strong wooden crate.

   

  The shipping company allowed a foreign object to ****** the crate and damage the machine and the shipping company is not taking an responsibility for this mishandling on the goods.

   

  They are borderline fraudulent and we will be pursuing more action against them.

   

  The insurance is worthless that they are selling if they do not properly address claims against them.  We have many pictures of the shipped crate and it was expertly packed.  We have been shipping these types of machines for over 20 years and this is the first event of this kind.  The shippign company also appears to have tried to repair the crate and then when the inspector showed up, they improperly assessed the crate that had been shoddily repaired.

   

  Disgraceful!

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

  Business response

  01/23/2023

  Attached is our companys response to the 2^nd complaint submitted to the BBB by ********************************************, complaint # ********. In addition, Ive attached the 13 photos described within the attached response which together comprise our complete response.

   

  ***************************
  Compliance & Licensing Manager
  ****** Re Specialty Group, N.A., Inc.
  
  
  

  Customer response

  01/23/2023

   
  Complaint: 18376161
  
  I am rejecting this response because:

   

  Most of what the response addresses is not related to the damage the unit received.  The damage they are referring to is post failure of the upper structure of the walls and ceiling of the crate.

   

  The frame of the unit was still bolted down to the pallet.  The unit did not leave the pallet as they are alleging.  The damage was from a heavy load or object placed on top or above the crate penetrating the crate.  Our damage was in the uppermost part of the crate.

   

  Our unit, even if it had become dislodged from the base, couldn't make the damage that occurred since we had nothing in the crate above or anywhere near that area in the crate.

   

  The damage had to come from something smashing downward on this crate, which then was shrink wrapped in a likely attempt to conceal the damage.  We had to replace the fibre optics and optics in the upper part of the machine, which is far above any loose packed boxes in the lower crate area. 

  We reject the business' response.  We will no longer use them and have switched to a much better carrier.  We hope to get the word out that they do not cover gross negligence by their insured carriers.  This crate was typical for us and was very well built.  

  Sincerely,
  

  
  *******************************

  Customer response

  01/25/2023

   
  Complaint: 18376161
  
  I am rejecting this response because:

   

  Complaint: 18376161
  
  I am rejecting this response because:
  
  Most of what the response addresses is not related to the damage the unit received.  The damage they are referring to is post failure of the upper structure of the walls and ceiling of the crate.
  
  The frame of the unit was still bolted down to the pallet.  The unit did not leave the pallet as they are alleging.  The damage was from a heavy load or object placed on top or above the crate penetrating the crate.  Our damage was in the uppermost part of the crate.
  
  Our unit, even if it had become dislodged from the base, couldn't make the damage that occurred since we had nothing in the crate above or anywhere near that area in the crate.
  
  The damage had to come from something smashing downward on this crate, which then was shrink wrapped in a likely attempt to conceal the damage.  We had to replace the fibre optics and optics in the upper part of the machine, which is far above any loose packed boxes in the lower crate area. 
  We reject the business' response.  We will no longer use them and have switched to a much better carrier.  We hope to get the word out that they do not cover gross negligence by their insured carriers.  This crate was typical for us and was very well built.  
  Sincerely,
  
  
  *******************************
  
  Sincerely,
  
  *******************************

  Customer response

  02/02/2023

   
  Complaint: 18376161
  
  I am rejecting this response because:

   

  None of our concerns that the load was mishandled or dropped are addressed by the shipper/carrier.

   

  We contend that the damage was from a downward force from an item stacked above the crate that damaged our crate and machine at the top.

   

  No damage to the unit was observed from the crate side walls buckling.  The damage was caused by a downward force on our crate or the crate was dropped on it's top surface.

   

  We didn't contend that something pierced the crate from the sides.

   

  This unit was well crated, but should not have been dropped on it's top or had heavy items placed above it.  This crate was mishandled by the carrier and damages resulted from that mishandling.  We have been shipping these units for close to 20 years and this is the first case of damage.  The crates are purposefully overbuilt.

   

  We also contecnd that the shrink wrap was added as the carrier knew they had mishandled the load and the shrink wraps was an attempt to get the load to be accepted at delivery.
  
  Sincerely,
  
  *******************************

  Business response

  03/07/2023

  Dear BBB,

  We are in receipt of the 4th complaint submitted by ******************************************** on February 22, 2023 via the BBB website. We have provided a response to all of Mr. *********** concerns in our previous responses. ************************ continues to bring up the same concerns which weve already addressed and we have nothing further to add. Attached are copies of all the previous responses weve submitted regarding Mr. *********** complaints.

   

  I tried submitting this response via the BBB website but said website no longer allows for the submission of our response.

   

  If you have any questions, please feel free to contact me at your earliest convenience. Thank you for your attention in this matter. Have a good day!

   

   

   

  ***************************
  Compliance & Licensing Manager
  ****** Re Specialty Group, N.A., Inc.
  
  1475 ***************************************************************************************************** ***

  Direct: ***************  Fax: ***************

  Mobile: ***************
  Main: +1.800.ROANOKE

  *******************************************************************

  www.roanokegroup.com

  
  

*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. ↩