Independent Home Insurance Reviews

The Personal Insurance Home Insurance Reviews

(37 reviews)
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Category: Customer Service
(1.9 out of 5 stars)
Customer Service:
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Claim Experience:
 

Excellent Service

 
(5.0 out of 5 stars)
by Patricia May 04, 2019
...After decades of no claims, I had two in one year. Both were handled fairly and respectfully by two separate adjusters. One was an emergency (flooded basement) and they sent a crew within a few hours to begin the cleanup. I'd give them six stars if I could...
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Basement flooding

 
(5.0 out of 5 stars)
by Basement Flooded Apr 27, 2019
...Received very prompt service for a pump failure that flooded a very recently renovated basement. The basement was only finished 3 weeks previous and when finished we had made a proactive adjustment to our policy to ensure we had the right rider in place to cover our needs for the new basement. They were on top of it that day, prompt adjuster and crew to help start the clean up of the mess. It was what I expected from our insurance company. With the proactive attitude to solving the problem, they delivered! I have no issues recommending The Personal...
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After 23 years...

 
(1.0 out of 5 stars)
by Nat Jan 25, 2019
...After 23 years as our home and car insurance provider, when we were in the midst of moving, they took a partial month payment and cancelled our home insurance. Our credit report says they listed "failure to pay" as the reason, so we took a hit even though it wasn't true. No phone call, nothing. They claim a registered letter went out but we never saw a thing and we live in a secured building. They did send us the renewal though, so we still don't understand what happened. When I called and asked them to do the right thing, the manager said he would investigate and come back in 48 hrs. A week later, still nothing. We cancelled our auto insurance with them because of it. We are astonished. If I had not called with the new address, we would never have known what they did and would have continued to pay home insurance rates to them. Guess they didn't have a problem obtaining payment after all. Incredible that they get to do whatever they want without recourse. Clearly, someone made an error on the wrong account and rather than correct it, they let us go after 2+ decades...
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worst managers

 
(1.0 out of 5 stars)
by Insurance victim Nov 26, 2018
...Did not pay to adjust discounts despite regular email confirmations for savings. They are just collecting data...
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Worst Company Ever!

 
(1.0 out of 5 stars)
by Kim12345 Oct 25, 2018
...Broken water pipe and Insurance claim. Called the Personal regarding a damage to water pipe coming into the basement, stated water was turned off and no water damage. No one contacted back for weeks, the adjuster came out and no further contact. The second adjuster called and was told we already have an adjuster and she became angry and being rude to me. Tried to follow up my claim as water shut off for almost 2 months and winter is coming at the end of October. States no coverage for plumbing damage, just water damage, which I had stated when calling about a claim. No loss of Rental income due to waiting for the claim, or for no water while waiting for the claim to be denied although I have loss of rental insurance but only will claim. Worst company ever. DO NOT EVER USE THIS COMPANY! Will be reporting to the Better Business Bureau. Would give 0 stars if allowed. Have insurance on this house for 30 years, no claims till now...
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Are you a condo unit tenant? Remember that neither your condominium corporations' policy nor your landlord's insurance policy protects you as a tenant (3rd part liability, contents, etc.). If you do not have your own insurance policy, get your condominium insurance quote today.
 

Customer Service Policies

 
(1.0 out of 5 stars)
by AH Jun 26, 2018
...I have been attempting to cancel my home policy with The Personal Insurance without success. Upon notification of my annual home policy renewal, I informed The Personal that I was looking for a new insurance provider and would not be providing my credit card details. They informed me that I would need to provide my credit card details if I did not get new insurance. I was able to find new insurance with better coverage at a third the cost. I received a letter noting that if I did not give my payment details by the specified date, my coverage would be cancelled. I was happy to receive this information as I had found coverage. As a result of finding new coverage and receiving this letter, I incorrectly assumed that was all I needed to do. That was my mistake as I now understand that I would need to call them again and tell them that my insurance was cancelled. I was contacted by The Personal and told my insurance had not been cancelled and that I needed to pay. I explained that I had insurance already. They informed me that they required a record of my new insurance but that they would cancel my insurance for the date of the phone call moving forward. Today I received a letter indicating that my insurance has now been cancelled and will end one month from today. As you can see this all becomes confusing but ensures The Personal still gets money from me. The total they are requesting is 1/3 of my new annual insurance cost with my new insurance provider. I am very frustrated with the process that they have in place. I asked to speak with a customer service manager but was told I could not do that until my file was closed. If it was me, I would use any other provider you can find. They are not worth your time or your money...
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The worst home insurance

 
(1.0 out of 5 stars)
by Vika May 31, 2018
...We saved approx. $500 by switching to the Personal from another carrier, and we are incredibly sorry. Was originally told to contact their preferred contractors to arrange a repair. After unsuccessfully trying to contact them, the Personal decided they would finally help me - a full month after my claim had already been started. The contractors that they use for claims obviously work with other insurance companies, and from my experience and understanding - the Personal is last on their lists. Nobody from the Personal ever follows up on your claim, if you want anything done with them, you have to constantly call them and their preferred contractors. Takes over a full week to be able to speak to a manager. Spend a little more money, and get some good home insurance...
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Households in Alberta pay, on average, approximately $60/month in homeowners’ insurance costs. We can help to push these costs even further down. Get a house insurance quote today to start saving today. Rates start at $20/month.
 

Bad claim experience

 
(1.5 out of 5 stars)
by Sarah May 23, 2018
...My house was recently damaged by wind storm. I couldn't reach anyone until the 3rd day I called. Then I didn't hear from the adjuster until 2 weeks later when I called. 3 weeks on I'm still waiting for the contractor to come and check on my house (I've been calling the adjuster every 3rd day). Very good customer service when they want your money, not so good when you try to file a claim. I'm changing insurance company after this...
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Unhappy Customer

 
(1.2 out of 5 stars)
by doonc May 14, 2018
...Smart people learn from others and less smart learn from their mistakes. I know I am not smart. But you can be. A while back someone said, "you only know if you have an insurance (of any kind) when you make a claim". VERY TRUE! My first claim in 10 years and after 10 days (5 phone calls and few emails) of my initial claim I have no answer on status of my claim...
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Communication = 0

 
(2.0 out of 5 stars)
by pissedoff Apr 12, 2018
...Doesn't anyone at the Personal speak English? I am sick of dealing with people I have to talk down to like a 3-year-old. I send emails and I get "Please call one of our experts" blah blah blah. The last person left her extension but not her number and the number recorded was just for outgoing calls. Give us a break or we will find someone else to do our business with...
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Personal Insurance Fraud

 
(1.0 out of 5 stars)
by Daniel G D Dec 01, 2017
...I had been a Client with the Personal Insurance company for over 15 years, I tried to process a claim in February of 2013, My adjuster was one Ed D. Ed never called me once or made any effort to process the claim, he returned no calls. He had tasked Claim Pro from Calgary to handle it. I at first was not satisfied with their efforts but after I spoke to the Office Manager Scott B., I was informed that he could help proceed certain aspects of the claim, he was told by Ed not to do anything that could bring this claim to a satisfactory conclusion. Only when the claim had reached 2 years, did he finally reply. I contacted my Ombudsman and was informed that although I was incarcerated, I had given instruction to handle the claim through my sister Sharon N., who has Power Of Attorney. She was never once contacted and only at this point after going to Ed D.'s supervisor, I was given an extension for his disregard of his duties as an adjuster on the said claim. Now I once again have been told by Ed D. that after providing a loss of statement in the office at Claims Pro in Calgary, not only did I not provide a Loss of Property report, I had not provided a Police report. I have since tried to obtain a police report and now once again have been informed by Ed D. that he can do nothing for me. I must say now he finally has learned how to reply to my Emails...
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Are you a condo unit tenant? Remember that neither your condominium corporations' policy nor your landlord's insurance policy protects you as a tenant (3rd part liability, contents, etc.). If you do not have your own insurance policy, get your condominium insurance quote today.
 

worst experiences ever

 
(1.0 out of 5 stars)
by fedupcustomer Oct 25, 2017
...These people must truly want their customers to go elsewhere. A recent basement flood led to the worst customer (non)service experience possible. They contracted out the claim so we had to deal with someone not at the Personal. This person conducted a recorded interview, making us feel like we had purposely flooded our own (unfinished!) basement for some sort of gain. The assessor sent from Paul Davis systems turned out to be inadequate (despite the Personal having dispatched them) and we never got to see their full estimate. We had to provide 2 others, from companies we contacted. Delays in service caused further damage, and the Personal refused to cover more than about half of the clean-up and repair work (they would not cover us for the amount in our policy, but only half; very petty considering it was a relatively small claim), leaving us on the hook to cover the costs. To add insult to injury, they tried to issue payment to one of our service providers, instead of us (the customer), when we had already had to pay multiple different people involved in the clean-up. Never, never, never deal with this company. They should not be in business as they are unprofessional and not dependable...
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Water Damage

 
(2.0 out of 5 stars)
by dooncomputer Jun 28, 2017
...Recently, first time ever I file a claim with The Personal due to the water damage. As always told/believed, you only find out about insurance when you make a claim and I experienced it when told what is covered and NOT covered. Anyway I went with their assessment. They deal with Paul Davis Systems who carried out the assessment. What a joke - the guy showed with nothing and had to borrow a step stool and a ladder to look for issue. Also called and provided the feedback to claim adviser which, I am sure, was commented as a standard apology and surely ignored - never will make it to the next level. So far very unhappy!
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Did you know that Ontarians pay, on average, $47/month in homeowners insurance? Looking to change your home insurance or simply want ensure that you do not overpay? Our home insurance quotes are among the most competitive.
 

Worst Claim experience

 
(1.0 out of 5 stars)
by Thomas May 27, 2017
...My basement is flooded for 13 days today. No adjuster visited it yet even after leaving numerous vm & email. No one should go through this horrible experience after paying to them all these money. No excuse for this kind of irresponsibility...
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HORRIBLE in every way

 
(1.0 out of 5 stars)
by fabules Apr 20, 2017
...Filing a claim has been a total joke. The claim's officer has stalled for 2 years trying to avoid paying out the claim. He "loses" information, then tries to claim it was never sent in. His superiors play the same games and nothing has been done to address the issue. It's been an absolute nightmare with no end in sight. Steer clear of this company!...
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Canadians pay, on average, approximately $20 per month in tenants insurance. Do you rent or plan to rent a property and want to reduce insurance costs? We will help you get a cheap tenant insurance quote today.
 

Don't Insure with this company

 
(1.0 out of 5 stars)
by insuranceuser Feb 02, 2017
...My entire basement flooded and I had flooding insurance, and it was a nightmare with the adjustor who didn't send in the paperwork, and the company was difficult, wouldn't call me back when I left messages, and wouldn't call me back PERIOD! It took a year of fighting with them to honour my insurance, and they kept telling me "you know, you're just lucky to have this insurance." I told them I paid for that insurance, and they said "well, yes, that's true." I had to get their ombudsman involved their service was so dishonest and poor. I had over 30k damage and fought and fought with them. Then my car was hit by lightning, messed up the electrical and blew out a tire, and they told the garage that I was probably lying! This was AFTER they took photos of the tree it hit first and the trench it dug when it moved to my car and hit it. My car was almost brand new. The garage said they had never had so many problems with an insurance company. I cancelled my insurance immediately on renewal and went with Allstate instead. Have never had a claim since, but the Personal Insurance Company was absolutely awful. I actually thought I might have a nervous breakdown dealing with them over and over...
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Horrible ongoing experienceOMG

 
(1.0 out of 5 stars)
by chitudaya Jan 26, 2017
...We are struggling with this company ever since we switched it. We were with TD just before the fire and not sure why we changed-the only reason was I was with Nexen-CNOOC ltd and the Company recommended them to be used. I should have thought about it but who knew that we have to flee the Fort McMurray residence due to wild fire?? To save the insurance claim amount we adjusted ourselves to a Single bedroom apartment donated by a good samaritan at Edmonton for a family of 5 but Insurance is questioning that nominal rent as well. They delayed from May till End January without doing anything but when we did with our own contractor the things are being questioned. I lost my job in September last year and struggling to pay the contractor and to also maintain my family here. The shingles were replaced due to amber marks but insurance is questioning that. How can a visual assessment could reveal the condition? Also, the siding is replaced all the sides but Insurance is agreeing only for 2.5 sides-not sure what is the basis for that as all the sidings are visible from the road. Inexperienced and incompetent adjusters dont know any bit of the home claim and giving hard time for my family. Horrifying and terrifying experience. Don't even think of this insurance if you want mental peace...
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Households in Alberta pay, on average, approximately $60/month in homeowners’ insurance costs. We can help to push these costs even further down. Get a house insurance quote today to start saving today. Rates start at $20/month.
 

If only I knew then

 
(1.0 out of 5 stars)
by forshame Jul 05, 2016
...So, you are looking for Ins. Look else where. My home was broken into, March last year. Dealing with this Insurer has been a very bad experience. Feels like I have been treated like Trailer Trash. No offense use to own one myself. In my opinion if my house was paid off and I had 200K $ in my account I would not be here. When you talk to them it seams like they feel everyone is out to fraud them. That is not me, it is them. They send this person out to take my Schedule of Loss, during this I tell them of the 4,250$ speaker cables taken, she says like sure you have 4,250$ speaker cables, produce receipt, then she says who buys 4,250$ speaker cables, I respond the person who can afford the 8,000$ set. Understand we are talking about a very expensive system in a moderate priced home. I produce receipts, boxes, manuals, pictures, all not good enough, must show money coming out of account. Okay fine, give all ask for papers. Then they say, I may have to take Lie Detect Test (at best 85% accurate, does this mean they don't pay 15% of claims+) nice angle for them. All the way though this process they are constantly throwing little insults at me as if I am trying to fraud them. Every time they say something to me on the phone that I feel is not right I call a lawyer, phone them back, they say we didn't say that. Tell them what the lawyer said, they say he didn't say that. (deal with these guys only by e-mail, at first they will say you can't, it was only when started to treat them like they treated me did they only wanted to deal with me by e-mail ) Then they say you can't talk to a lawyer, if you do then we can't talk to you we have to deal with him (well no, I can talk to a lawyer, I can't hire a lawyer then talk to them. It is all half truths with these guy's). Six months into my claim I find they have done a credit search that is when in my opinion that they wanted me to get or feel like I require a lawyer. (One lawyer said that is only because they want me using up my savings now that they know this will aid them when it comes time to pay meaning you will be more likely willing to except cash value instead of replacement value, about a 50% savings to them, like praying on the weak, do not be taken by this tactic) Question every thing they say, it all has an angle or agenda. This company in my opinion is all about how can we get out of paying by any angle possible. When they say don't do something, question it, it is likely in your best interest to do just the opposite, especially after they turn off the recorder and talk to you like they are your buddy and they are only looking after your best interest all they want is your money and to keep it. 500 words later all I can say is if you are with them leave them before you need them. If you are not don't no matter how much you may save. Lower than 1 star...
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FortMcMurray Claim-Disaster

 
(1.0 out of 5 stars)
by Udaya Ganapathy Jun 17, 2016
...I have sent many many reminders about our claims and the subsistence money for me and my family. All other insurers call everyday to find what's going on and the welfare of the family and kids in this situation. They pay out immediately and booked accommodations for the family and kids. They paid every two weeks 2500 for the living expenses. I have never received any money than the 5000 initially received 75 days before and that is long gone. I requested many many times to take care of us in this situation- the whole world is taking care of the Fort Mac evacuees EXCEPT the Personal Insurance. I am cursing The Personal and Stephen F. from the bottom of my heart and my whole family is calling him a Big Cheat . We made many requests and provided many documentary evidences but no money is coming. Why is it? Is it for this treatment I switched the company?. The contractor arranged by The Personal are not showing up properly and the project manager shuttles every Friday through Sunday in lloyd minister. Many works are pending. How can we bring our Family here?? Why are they like this? Don't they have heart? Don't they have children and family? What advantage they have by making us Suffer? Not sure if this feedback will at least have an effect? We committed sins in our life to get an adjuster from The Personal who doesn't understand the family- down with him- let God take care for The Personal's sins. I sent an email to the CEO, Sylvie as well about what the adjuster has done to us till now...
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beware if you claim

 
(1.0 out of 5 stars)
by faithful 25 years!!! Apr 20, 2016
...been insured with the personal for 25 years. home and 2 automobiles.Had water damage from a copper pipe fitting that dripped behind a wall and down through the finished basement ceiling onto the carpeted floor. called the personal thinking that after all these years of not one claim against my policy and faithful on time payment the would help me out. Wrong!!! they send out an adjuster with a man from an emergency restoration clean up company, take some pictures and tell me not to do anything because there could be mold now. they tell me to tarp off the room until the so called mold can be removed by specialists. 1 week goes by no help from the personal. 2 weeks go by no help from the personal. In the third week they finally actually take my call just to find out they are denying my claim because in their opinion I should have done my due diligence and thoroughly inspected my home to ensure all things are in good working order on a daily basis. they told me to contact the plumber from 25 years ago a make a claim against him. there was never any mold when the adjuster made the site visit but after 3 weeks of taking his advice of tarping off the room mold had set in. mentioned this to the adjuster but he didn't care. also advised him that over the last quarter century I have probably paid them in access of $50,000 with no claims, again he didn't care. very disappointed with this company as I felt I was a faithful customer. My lawyer said I could make a case about the miss directed advice about the mold but this meant spending more money, repairing the damage to my home cost enough.Do yourself a favor and get quotes elsewhere. they are only in it to take your money , not to help you...
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lost patient

 
(1.0 out of 5 stars)
by easygoing Apr 11, 2016
...It has been over 2 months since I filed my claim. No result came out. I called several times. At the very beginning the adjuster answered she needs couple of weeks, no result, and called again, then need couple of more days, no result. later on, not even answer my call, I send email no reply. the adjuster disappeared. Called customer relations center, got little help, I am very frustrated. Not recommended to go with this company...
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Are you a condo unit tenant? Remember that neither your condominium corporations' policy nor your landlord's insurance policy protects you as a tenant (3rd part liability, contents, etc.). If you do not have your own insurance policy, get your condominium insurance quote today.
 

Hail damage nightmare

 
(1.2 out of 5 stars)
by Disgruntled and annoyed Mar 14, 2016
...Similar to another review on here, we had hail damage in Airdrie in summer 2914. Dealing with the personal and their mandatory contractor Belfor has been one of the most horrible experiences of my life! We wanted to use our own contractor but to do that they would only pay out about $11000 on the $25000 of work :( . It took nearly a year to get started and it has dragged on to the point that we are STILL waiting for some things. They would only do two sides of the house despite our siding being discontinued so we have a multi colored home... The Windows had to be replaced FIVE times over ELEVEN visits (for which I had to become all day), due to multiple mistakes (shout out to Chinook Glass in Calgary the subcontractor, they were the most unprofessional company ever).... One window still rattles loudly with any wind. I am appalled and cannot wait to switch insurers. Beware to those thinking you are getting a deal with the Personal, you will pay for it in the long run. We have had a few car claims with relatively little problems... But fixing the hail damage on our truck was also a nightmare, a tale for another day!...
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Cancelled all policies

 
(1.0 out of 5 stars)
by Shop around !!! Jan 12, 2016
...Slightly over 25 years ago I started purchasing automobile and house insurance from The Personal. Recently I have started paying attention to on-line quotes of other companies. I have noticed that competitor rates seem reasonable while my annual rates with The Personal continuously increase year after year, without ever making any claims on either of my houses, my car or my motorcycle. Recently I sold my motorcycle and canceled the insurance. The Personal charged me $70 to cancel my motorcycle insurance even though I continue to pay thousands to cover the houses and car. I raised this with their absolutely horrid Internet Customer dis-Service Team ..... to bad, so sad, company policy to charge when policies are canceled. WTH ??? I have now cancelled both house policies and the car policy. Found lower rates elsewhere, and hopefully will be with them for the next 25 years. Beware of The Personal Insurance company !!!...
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Canadians pay, on average, approximately $20 per month in tenants insurance. Do you rent or plan to rent a property and want to reduce insurance costs? We will help you get a cheap tenant insurance quote today.
 

cancelation cost me $140

 
(1.0 out of 5 stars)
by Sam Nov 17, 2015
...After reading article i cancelled my policy and to cancel they suck me out $140. I am glad i get out from this insurance company before i had any claim. The representative was making me feel horrible just to cancel my insurance. I just got TD insurance and had better experience so far then these crooks...
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A JOKE (Car & Home)-stay away!

 
(1.0 out of 5 stars)
by honestman Sep 01, 2015
...I've been insured with this company for the past 7 years and I'm glad they ended my policy 36 hours after I relocated to a different city (36 hours !!! seriously!???). I tried to claim a damage once, and it was so horrible that I decided to pay for the damage myself than experience the frustration they gave me. The coverage looks so shiny and nice but it's just papers. In reality, you have no insurance and they're simply ripping you off. Also, they can come up with 100000 reasons to suspend your policy (I moved to a different city and called them to ask them if my vehicle's policy can be paused - they pulled the plug on me and canceled my home insurance) - I've never made any claim in my whole life (Tried once then never proceeded because of the horrible experience)...
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Did you know that Ontarians pay, on average, $47/month in homeowners insurance? Looking to change your home insurance or simply want ensure that you do not overpay? Our home insurance quotes are among the most competitive.
 

Hail Claim

 
(4.2 out of 5 stars)
by Nelda Jun 24, 2015
...Had a bad hail storm which caused damage to home and also a rental. The Personal had an adjuster come with a reconstruction company guy to go over both houses. The reconstruction company would have done everything which would have been no hassle for us, but we took a pay out on some stuff and got work done by other tradesmen. I think The Personal took good care of us overall. We got coverage for "damage" which we hadn't even expected to get! On the downside, the Personal, when it comes to hail damage, only does direct damage. This means that only two sides of our rental were covered regardless of the fact that a siding match could not be found. However, I emailed the guy at The Personal directly (on advice of the adjuster) and he agreed to do the third side because it was so visible from the front of the house. The fourth side we are paying for ourselves which may sound bad since many (most?) people got all 4 sides done on their insurance, however, when I found out what their premiums were compared to what we pay, I was MORE than happy to pay for that fourth side! Also our deductible was $1000 for both houses together whereas many people I spoke to had a $2500 deductible so that more than paid for that 4th side right there. So we've been pleased so far (this is the first claim we have had with them) so I wanted to be sure to make a positive review since so often people only do a review when they are ticked off!...
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Horrible Claims Management

 
(1.5 out of 5 stars)
by applespailey May 21, 2015
...I have been a customer/policyholder of The Personal for 12 years and made my first home claim due to the Nov 2014 wind storm in the Oakville/Burlington ON area. The claims management experience has been a nightmare! Little assistance to help the policyholder through a stressful process, ridiculous policy on covering damages/expenses incurred because of The Personal and their service providers' incompetence, and to top it all off, a painful process to even get funds forwarded in order to pay service providers for those expenses they DID accept!!! Unbelievably bad customer service skills, adjustment/claims management process and expense reimbursement. I am beginning to believe that the favourable rates (mostly due to a group plan) are just not worth it. Stay away for the claims experience alone - believe me! If I could choose NO STARS I would...
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