My experience with Apollo Insurance and IPG Claims has been absolutely terrible.
If you are expecting your insurance company to actually help you after a serious loss, I would think twice before dealing with them.
In my experience, when you urgently need accommodation after a loss, they do not seem to care how immediate your situation is. You are left dealing with the stress, the delays, and the consequences while waiting for answers.
The contents side of the claim was just as frustrating. There was no contractor provided to properly manage the moving, inventory, disposal, or handling of affected contents. Instead, I was expected to waste my own time listing damaged items, moving them, arranging disposal, coordinating logistics, and basically doing the work that I believed should have been properly managed through the claim.
And if you decide to save yourself the headache and hire a professional restoration contractor to handle those services for you, good luck getting the invoice paid. Based on my experience, it felt like every possible excuse was being used to delay, question, reduce, or avoid paying legitimate contractor costs.
It became so ridiculous that I had to retain a lawyer.
My lawyer is now pursuing legal action in Ontario in relation to the settlement of my claim following the recent Ontario hailstorm. That alone should tell you how far this situation has gone.
I was also advised that part of the process could take approximately 20 days because the actual insurer is located outside Canada, including in the United Kingdom and Europe.
That is something customers should pay very close attention to.
Apollo, in my experience, is essentially the intermediary. Then you have an insurer located outside Canada, and IPG Claims handling the adjusting process here. When something goes wrong, you can end up dealing with multiple companies, multiple explanations, delays, and nobody seemingly wanting to take responsibility.
You pay insurance premiums because you expect support when disaster happens — not because you want a second full-time job fighting for accommodation, moving your own belongings, preparing inventories, arranging disposal, chasing contractors, arguing over invoices, and eventually hiring a lawyer just to get your claim dealt with.
This has been one of the worst insurance experiences I have ever dealt with.
If you have the opportunity to purchase insurance through Apollo, my personal recommendation based on my experience is simple: look very carefully at your other options first.
Read the policy.
Find out who the ACTUAL insurer is.
Find out whether that insurer is even based in Canada.
Ask who handles the claim.
Ask who handles emergency accommodation.
Ask who handles contents.
Ask who pays restoration contractors.
And most importantly, ask yourself how much time and money you are willing to spend fighting your own insurance company after a loss.
I would never choose Apollo Insurance or IPG Claims again.
I had some damage to my storage unit and put in a claim with IPG. I was a little apprehensive after reading some online reviews.
I feel bad for people that haven't had good luck with them. I know that isn't an easy thing to deal with.
That being said, everything went smoothly and fast. Sarah, my adjuster, went above and beyond to make this process painless as possible. She was professional and kind at the same time. She answered my emails and messages promptly and we got through the whole thing in about 2 weeks with sending pics and filling out documents. I was so relieved to not run into any issues and have it finished so quickly. Thank you again Sarah!
You should get a raise 😁
I had a very disappointing experience with International Programs Group (IPG). The customer service was horrible, and communication throughout the claims process was extremely poor. It was difficult to get updates, and I often had to follow up myself just to find out what was happening.
When my claim was finally processed, I received no compensation, despite my expectations based on the coverage. The entire experience was frustrating and stressful.
If you're considering using IPG, I strongly recommend making sure you have tenant protection or personal property coverage through your own homeowners or renters insurance instead of relying solely on this company. Based on my experience, having your own coverage can provide an added layer of protection if you ever need to file a claim.
Horrible communication. Horrible process. Horrible people.
I honestly can't imagine what else they could have done to make this a more painful experience.
Unresponsive
Unhelpful
They'll take your money but where's the service when you need it?
Dear ipg claims,
I am reaching out to formally report a significant lack of progress and communication regarding my ongoing sewage damage claim for my San Diego property.
Despite multiple attempts to get clear answers, I am not receiving the necessary information from the assigned adjuster, Juan Aguirre. My tenants are currently displaced due to a Category 3 black water backup caused by root intrusion, and the lack of responsiveness is creating an untenable situation.
I need immediate clarification on the following:
* **Claim Status & Coverage:** I have yet to receive a definitive statement on what is being covered. Specifically, why is a claim being filed against my policy when the backup was caused by a failure in the HOA’s mainline infrastructure?
* **Adjuster Responsiveness:** Juan Aguirre has not provided a timeline for the restoration or the results of the inspections.
* **Restoration Timeline:** My renters are displaced with no end in sight. I need an official update on when the "build-back" and decontamination will be completed so they can return to the property.
As my insurance providers and agents, I am looking to you to escalate this matter and ensure that the adjuster provides the transparency and urgency this health-hazard situation requires.
I look forward to an immediate update on these points.
Sincerely,
Michael Alan Bronfman
9492123540
I had over $5,000 in damage but my unit only covered $5,000. I worked with an adjuster name Alaina Noll.. she tried to close my claim I've had to call a manager on her. Finally she called me back said find these papers to prove your address so forth did not tell me how much I was getting did not know what I was signing for sent me a whole $556. I had Louis Vuitton wedding dresses and several other things damaged due to rats and water damage in my storage that American Self Storage in Midwest City did not inform me of. She refused to help me anymore. I'm out thousands of dollars and I've paid them for a year and a half to protect my items. Now I'm going to begin with the Better Business Bureau and other networks to make sure this doesn't happen to someone else.
Lousy service. Trying to renew a health insurance policy each year is a draining experience. The senior consultant and main email system don't bother to respond to questions about your policy in a timely manner. After two weeks of attempting to get an answer, my health insurance renewal date lapsed already.
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