ComplaintsforCumberland Mutual
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Complaint Details
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Initial Complaint
10/09/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Policy was paid in April 2024. Emailed agent Danny(he will not take calls) at ********* *** in August as I was potentially going to refi to adjust coverage, the refi didn't go through. I emailed Danny to revert coverage back to original state, as indicated the refi didn't go through. I called Cumberland Mutual to express my concern as he was saying it isn't possible, the agent at Cumberland said that the Insurance agent has to fix this as he wrote the policy. Danny emailed that he would fix it but Cumberland would not reverse the policy back to the original which was ALREADY paid in FULL for the year. I said as long as my policy premium is the same, I am fine as I am not authorizing or agreeing to any changes. Got an email from Robin at ********* *** in Oct saying policy was pending cancellation due to non-payment. Sent email to ************ asking that they fix this issue, the policy was already paid for a year in April 2024. Cumberland is complicit in this.Initial Complaint
09/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Cumberland took over the insurance of our property in 2019 and inspected the building. They are now lying that we never have them access to the roof. Incidentally they never told me that they needed permission as roof is easily accessible by anyone. They are lying as we found out last month that Roof is leaking and it seems the Roofer who installed the new roof in 2013 did a faulty installation.Cumberland claims it is wear and tear and as per my knowledge roof lasts much more than 10 years. Leaks cannot occur at 7 or 8 places due to wear and tear.Cumberland is not giving the inspection report from 2019 when their personnel inspected the property Overall Cumberland is good at charging but will not cover and give silly excuses.Business response
09/26/2022
We have reviewed Mr.********* claim and, based on our investigation and the facts presented to us,the claims decision was appropriate. With regret, we were unable to provide coverage for Mr. ********* claim as his particular policy excluded coverage for necessary repairs resulting from faulty installation by a prior contractor. We will contact our customer directly to further discuss this matter.
Regarding the inspection, the property was inspected in 2019, a few months after the independent agent issued the policy, as Cumberland Mutual does not perform pre-inspections. At the time of the third-party inspection, the vendor did not have access to the roof. Access is not required and we didnt feel the need to press further about the roof given the information provided. At the time, everything was in order from an underwriting perspective.
Finally, photographs and a response was sent to ******************** on September 22, 2022.
Customer response
09/26/2022
Complaint: 18034492
I am rejecting this response because:Cumberland needs to stop providing FALSE information. Two issues where they have been basically lying:
1. Access to Roof was always available and this is proved by the Photos they sent from inspection in 2019. Their Inspector stated everything was fine and never indicated that Roof was not installed correctly. Before providing the insurance if the Inspector indeed had issue accessing, he would have requested. Basically the Inspector did a faulty inspection or did not know what he was doing. Cumberland's adjuster recently went up the roof and did not need any permission. In summary access to roof was always available. If there was an issue with the installation, Cumberland should have denied insurance.
2. Their Adjuster seems to be half-knowledgeable as he indicated wear and tear in his report. As per the Manufacturer it is not possible. Adjuster is also lying and trying to cover the Insurance Company.
Cumberland needs to stop lying to cover their mistake. None of the TOP roofing companies who has given me a quote has quoted "wear and tear". Yes, it is faulty installation as per the roofing companies but Cumberland had a chance to inspect. We buy insurance to cover ourselves not for them to just make money and then give silly excuses when it comes time to pay. They should refund all the money till date or fix my issues.
Regards,
*******************************Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a home insurance with Cumberland mutual. The insurance has coverages for any damages to my house and I have been paying money to this service for th alast 4 years. However, during February of this year, there was a heavy wind in my area and there was some damage to my roof. I asked roof inspector to check the condition of the shingles and he recommended me that I need to call my insurance and let them know the situation. I called cumberland mutual and told them what happened and they sent their own inspector and checked the roof. After a couple of months , they sent me a letter stating that they couldn't cover the room damage and I have to cover the cost by myself.I f I have to cover the cost by myself, I didn't need the insurance at the beginning. I signed up with them to cover any damage and I have been paying may money for the last 4 years. I kindly request BBB, to help me either cumberland has to refund all my money which I have been paying them for the last 4 years or they need to cover the cost of roof replacement .Thank you Misganw kassawBusiness response
07/12/2022
We have reviewed the claims file and, based on our investigation and the facts presented to us, the claims decision was appropriate. Due to privacy concerns, we have decided that it would be inappropriate to reply with the specific facts of our policyholders claim in this forum. Instead, we will contact our customer directly to further discuss this matter.Customer response
07/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Misgagaw Kassaw
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.