I have a 4700 square-foot 3 story vacation rental in Santa Barbara. I'm sure everyone has heard of the horrible disaster we experienced. My house was not destroyed, I do have ash and dirt everywhere. My long-term vacation renters decided to go back to their country early because the disaster was so traumatizing. Also they did not want their children outside playing with all the toxic ash everywhere. It has been nothing short of a nightmare trying to get Proper Insurance to make everything right. They have paid portions of what they owe but it has been horrible dealing with them. To date, They have still not paid what they owe in total. Now they just ignore me. Even after filing a report to the Department of Insurance. The California Department of Insurance sent them a letter. I believe Proper was given 21 days to respond. The Department of Insurance even asked them to expedite my case. The 21 days has come and gone. I ended up calling the department of insurance this morning to try to get an update. I left a voice message. Since I made my claim. It has been emotionally very stressful to the point of waking up in the middle of the night because I'm yelling in my sleep at Proper. I have cold sweats anxiety, insomnia, etc. I feel like I've been treated with such disrespect. I have gotten so tired of waiting for help. So tired of the fight. This is what I've paid for? It has been months since I first filed my claim with Proper. Dec 16th is the date I filed. The Adjuster that came out to the house was a big disappointment. He left some type of meter at his previous appointment and had to drive 45 minutes back to the location before he could return to my house. A few days ago I decided to start trying to clean up some of the ash that is at the kitchen balcony. The next day, I started getting sick, Yesterday was the worse. I am so sick. Constant sneezing irritated throat, watering eyes and my head feels like it's going to explode. My sinuses are irritated. Compounded by the stress of having to be involved with this company. I would never ever recommend Lloyds of London/Proper to anyone. They give you the impression that they are one of the best but let me tell you, my experience has been far from that. I warned my Swedish tenants as well as friends and acquaintances. I share my experience. I also put in a claim with my other, more mainstream insurance company for my apartments at about the same time. The other company was so accommodating--a breeze to work with. Everything was resolved long ago. They were the complete opposite of "Proper" Insurance. I'm hoping that I do not have to hire an attorney to get my situation resolved. It would be far less expensive for them to resolve my claim and be done with me. Proper insurance does not seem to care about their clients. That is my experience anyway. I've had to turn away renters because I have not been paid what they owe to do the job properly and professionally. I have absolutely no trust in this company anymore. They have made partial payments here and there after me having to fight them to the point of exhaustion. There are so many other details in this story. This could go on and on. I've had to turn away Prospective tenant's because I have not been made right. I will tell you one last part of the story so that you will think twice before hiring "Proper". A month before my policy was to renew, with fires breaking out all over California I received a letter from proper insurance saying that they have decided they are not going to renew policies on houses worth over $2 million unless they have indoor sprinklers. Shortly after receiving this letter, fire broke out in our area. I had a family of five from Sweden in my vacation rental--a husband and wife and three young children. Now I am faced with the decision of relocating them, getting estimates for indoor sprinklers in my 3 story house and having the sprinklers installed before my policy expires. Realistic? Right? My only other option was to try to find insurance to replace Proper. You can probably imagine how extremely stressful this was. Everywhere I went the answer was no no no. We're not writing any more policies right now especially for your area. The Rivera. The fires are getting closer and I have approximately two weeks or less left to get replacement coverage. Finally I found someone that will insure me. I made it in by one day. The day after they signed me up they were told not to accept any more policies. I'm sure you can imagine how horrible my whole experience has been with "Proper" insurance. The nightmare is still alive. Please proceed with caution when considering them. Ask lots of questions and if you do choose to get a policy with them make sure everything is in writing in detail. Mike Zimmerman is one of the owners. It has been disappointing trying to communicate with him. Now he just simply ignores every email he gets from me. Proper Insurance from my experience is very "Improper!" read more

This company has some serious gall to call themselves "Proper." Nothing about them is proper. They'll be happy to take your money in the form of a premium but if, God forbid, you file a claim, good luck! We started a claim on 16 December 2017, suffering significant ash damage from the largest wildfire in modern California history. With a 4700 sq ft three-story vacation home, we sought out a company with special coverage for lost rental income, etc. in the event of a loss. Proper represents the underwriter Lloyd's of London. Don't be impressed by Lloyd's historic name. They may have insured the loss of the Titanic in 1912, but they are a mere ghost of that company today. Despite submitting a valid estimate Proper Insurance will delay and delay paying ANYTHING out. Ultimately, they're costing themselves when they delay as that winds up delaying repairs and cleanup, which subsequently impacts the property's availability for a subsequent rental. We just turned down a $12,000/month plus utilities renter as things are still not resolved with Proper. Despite a call from Owner Mr. Zimmerman that he would do everything he could to expedite the processing of the claim, they haven't done anything of the sort. Their paid appraiser low-balled our legitimate appraisal by a ridiculous 25%--and they refuse to provide a copy of that appraisal. The California Insurance Board has been notified and they asked Proper to expedite, in light of their already lengthy delaying tactics. Nothing. Proper simply does not care. They'll talk the good talk BEFORE you submit a claim, but will work only in their interests to delay and delay. They force you to resort to hiring a lawyer to represent you. Here it is 2 April 2018-some 107 days after Proper was first contacted--and they continue to be non-responsive. Granted, they have made some payouts, but each was hard to get out of them. Their Third Party Administrator (TPA) doesn't seem to understand how to handle this straight forward claim. The TPA's incompetence only magnifies the complexity of reaching a resolution. Ironically, we have a second rental property, apartments, covered by Allstate. They received an estimate for repairs and cleanup, and they paid off, in full, quickly. Proper will slow-roll you month after month and lie to you along the way. Their self interest is evident by their unwillingness to resolve a claim. This is not the way a legitimate claim should go. The insured should NOT have to resort to hiring an attorney to collect on a legitimate contract loss. Carefully review each of these reviews. It's the reviews written about the claim process with respect to Proper that are most telling. The reviews written about Proper before a claim are worthless to you. If you truly want piece of mind from a legitimate insurance company, go elsewhere. They don't even respond to written correspondence for weeks and weeks. The law requires a formal written response within 21 days. Someone needs to tell Proper about the law. I will be working vigorously with the California Insurance Board to have the certification of Proper Insurance yanked so that can no longer do business in the state, as they are simply illegitimate. They should also be forced to pay damages to policy holders for emotional distress. You'll get no peace of mind with these characters. I strongly suspect that Proper Insurance is simply upset that such a large claim was filed four days before the policy expired. We had only had them for a year, as they had just notified us that they were changing the terms of our contract if we wanted to stay with them, giving us less than thirty days to attempt to comply. We paid our $7650 premium, and they assumed the risk. Their gamble didn't pay off. Now they need to pay. Remember to read your policy carefully. They will attempt to hide behind fine points, but in this case, and they now realize it, they can't. read more

From the moment I reached out to Proper Insurance regarding the damages and stolen items from my property, they exhibited professionalism, promptness, and a genuine concern for my well-being. What truly set Proper Insurance Company apart was their unwavering reassurance throughout the entire process. They took the time to explain the steps involved, ensuring that I understood each stage of the claims process. Their knowledgeable representative (Cullen) patiently answered all my questions and provided regular updates, alleviating any concerns or uncertainties I had. His empathetic and caring approach truly made me feel valued as a customer. One of the most impressive aspects of my experience was the speed at which Proper Insurance Company reimbursed me for the damages and stolen items. They wasted no time in processing my claim and within a remarkably short period, I received the compensation I deserved. The efficiency with which they handled my case exceeded my expectations, and I was able to quickly restore my property and move forward. Furthermore, I must commend Proper Insurance Company for their dedication to customer satisfaction. They went above and beyond to ensure that I was fully compensated for my losses, even extending their assistance in providing guidance on preventive measures for future incidents. Their commitment to their clients' well-being is commendable and speaks volumes about their integrity as an insurance provider. In conclusion, I cannot recommend Proper Insurance Company highly enough. Their promptness, reassurance, and quick reimbursement for damages and stolen items demonstrated their exceptional service quality. If you're looking for an insurance company that genuinely cares about their customers and delivers on their promises, Proper Insurance Company is the right choice. My experience with them has been nothing short of exemplary, and I am grateful for their exceptional support during a challenging time. Thank you, Proper Insurance Company, for your outstanding service and for restoring my faith in insurance providers. read more

At the end of 2022, I decided that I would like to start to rent my second home in Vermont. Little did I know that the search for an insurance company was going to be an unbelievably difficult task. Each company I contacted seemed to have quirky exclusions, some required unique alterations before insuring me, (e.g. a security system must be installed with alarms for all windows ---I have 47 in the house!) and others were just plain obtuse or unresponsive. After several months and MANY hours researching potential insurers, I came across Proper. From the beginning, the experience with them was 180 degrees from what I had experienced with the other carriers. To a person, they were clear, open, honest, responsive and team oriented. Taylor Stults, the agent on my account was especially attentive and helpful. I explained my situation and she carefully went through each of my options, explaining them in terms I could clearly understand. I can't say enough good things about her. Before signing the final policy, I ran it by my insurance broker who I use for my primary residence and other insurance needs. He has been in the business for many years and is known for his very conservative approach to limiting risk exposure for his clients. His feedback --- "It's an outstanding policy, Donna---comprehensive, clear and thorough! You really can't do better." This year I received my renewal quote. The premium had increased and rather than hiding that fact, Proper upfront offered a clear and concise explanation of why. Once again, I reached out to Taylor and she helped me sort out what coverage I should clearly maintain to meet my specific goals/needs, and what optional items might be eliminated that would reduce my premium but not add substantial risk to me. I clearly feel like it's a partnership and I'm being well taken care of. I would highly recommend Proper Insurance to anyone looking for exceptional coverage, at a reasonable cost, with superior customer service. Truly ---they stand out in the industry! read more

For over 5 years we've rented our Shenandoah Valley vacation Home through VRBO, HomeAway & others. Many times, over those years, both orally and in writing, I provided my insurance agent with detail about our rentals. Each time, my then current agent assured us, both orally and in writing, not to worry as our short-term rentals were covered by their policy. We were told their policy was actually developed to address the lucrative VRBO/HomeAway marketplace. Proper Insurance contacted us last year. They were more expensive, so with continued assurances that our insurance policy covered our weekend rentals, we renewed for another year. This year, Jordan at Proper followed-up again to pitch their product, so I decided to pull out my policy and read it cover-to-cover to find the verbiage for short term rentals. IT COULD NOT BE FOUND! So, I pushed our agent for proof of coverage. Not being able to, he then sought out guidance from his corporate underwriting and claims departments. The outcome was, we have reviewed your policy and your VA policy does not contain any language for coverage for short term rentals. I have made underwriting aware and would recommend your finding coverage elsewhere. Having a history in the insurance industry I decided to escalate my concern to their corporate executive offices. They concurred my short-term rental was in-fact NOT covered by their policy. Since then, they provided us a full refund of premium for this year's policy. Perhaps "unearned" premiums should be refunded for all prior years where coverage did not exist!? WOW, and this is a top five US insurance company. Unbelievable! My review of Proper, is a big "thank you" for your persistence and insurance education as it relates to short-term rentals. Everything they said was true, so you must read your insurance policy, regardless what your agent says. I'm now insured with Proper and will recommend them to anyone who asks. I've already sent other VRBO owners their way. read more

I never thought I'd be so excited to write a review for an insurance company, but Proper has gone ABOVE AND BEYOND to work with me and my (very difficult) bank, and I honestly haven't had customer support this good maybe ever. Think high-end hotel or fancy-restaurant level care and service. I'd give them 6 stars if I could. Zach especially spent so much time working with me to fix an issue caused by an error that my bank made (and refused to fix), and ultimately he saved the day and got everything sorted out despite the bank refusing to fix its error. He was kind and patient and knowledgeable and helpful, and he knew how to advise me and how to ultimately go the extra mile to resolve the issue. From the beginning, Proper made it really easy and straightforward to get a quote, and even better, to UNDERSTAND the quote and what my coverage included. They specialize in insuring short-term rentals, and this being our first time owning a short-term rental property, we had a lot of questions, most of which were answered in our initial conversation and in the proposal they put together for us. The few other questions that I had come up as we were getting things set up, they had helpful answers for and were quick to respond. Also, they speak HUMAN, like I could actually understand what they were saying and they didn't use a lot of "insurance" jargon that normal people can't interpret. Amazing. To be fair, I haven't actually had to use the coverage yet for anything, but I feel so protected and good about the fact that if something does happen and we need it, we've got great coverage and even better, a trusted partner who will work with us and not try to make our lives difficult. Again, a big huge shout-out to Zach, I am SO grateful that I found Proper and will be recommending them to all of my short-term rental people! read more

We are extremely grateful to Proper Insurance for doing a fantastic job coming through for us in a mist unfortunate situation. We had bought some brand new appliances from Best Buy last June and unknown to us, a brand new defective supply line hose was installed with our dishwasher and it had a small hole where the water leaked out over the course of 2 months! It caused $46k in damage to our vacation rental! Thank goodness we had Alayna and Graham with Proper Insurance to step in and help us through the entire process! They helped with getting our property put back together and kept us going with list rental income as well! We learned a lesson with Best Buy that you can't depend on a big retailer to take care of us or warranty their products, installation, or equipment to do the right thing and help with taking care of the damages! Instead they turned us over to a third property insurance facilitator who was uncaring and impossible to get a hold of much less help us. Working with Proper Insurance was the only bright thing on our entire experience the last several months and paid out our claim very quickly to help us get our property back together and operating in only 6 weeks! Thank goodness for Proper and they really showed they cared about us and our business! I highly recommend Proper Insurance to anyone who has an investment property and thankful for a smaller more intimate insurance provider vs. a huge retailer like Best Buy who could care less that we suffered losses from purchasing brand new equipment from them. Tiffany Torgan Philips, La Jolla, CA. read more

As a short-term rental owner, I initially hesitated to pay a much higher premium for Proper Insurance compared to other quotes I received. But after experiencing a guest-related property incident, I can confidently say--it's worth every single penny. When a group of guests accidentally burned down our sauna, we were overwhelmed and unsure how we would recover from the loss, both financially and operationally. Enter Proper Insurance. Their claims process was incredibly efficient, compassionate, and stress-free. From the moment we filed the claim, our dedicated claim manager Matthew made everything smooth--communicating clearly, checking in regularly, and guiding us through the process with empathy and professionalism. Within two weeks, our claim was resolved, and we received reimbursement to purchase a brand new sauna. On top of that, Proper is covering the loss of rental income during the downtime before our sauna is back up and running. The biggest blessing of this entire incident? That we invested in Proper Insurance. I can't imagine another company stepping up like they did. Proper has earned a #1 fan in me, and I'll be recommending them to every fellow STR owner I know. If you truly want to protect your short-term rental business, don't cut corners when it comes to insurance. Get Proper. They are actually there when you need them most. read more

At Cozi Vacation Rentals, quality and exceptional service to both our guests and our owners are our priority. Our company manages and markets over 50 STR's for our clients, and it is our goal to make their property a successful investment by generating as much revenue as possible, while also protecting and keeping the home secure. Proper Insurance is a key part of our client protection and security process by helping keep our properties and our client's investments intact and insured. To date, we have had to file two claims with Proper Insurance on behalf of our owners for construction items at the property not related to guest damage. All $20k plus claims related to 1) A burst pipe flooding an entire home and 2) A roof leak resulting in extensive damage. The team at Proper was excellent to work with from start to finish, and made the process seamless, and allowed our owners to be able to rebound quickly from the damage and lost revenue of not being unable to rent the short term rental during repairs. Every new client we onboard through our process, Proper Insurance is apart of the equation where they have not become just a recommendation, but a requirement for our clients if they want to use our services. read more

You know how everyone tells you what you want to hear when you're talking to an insurance provider but you always wonder what will happen when you really need them. Well let me tell you that Taylor with Proper mentioned Bed Bug coverage for my Airbnb insurance and I got very excited because that is my worst nightmare. So I signed up hoping I would never need to use it. Well within 2 months what do you know. I had a guest find a bedbug. I called Taylor at Proper Insurance cancelled my future guests and called an exterminator. The exterminator was $750 and I lost two booking worth about $3200. So I thought to myself here we go. Taylor is going to tell me about some fine print that excludes my claim or something right. WRONG!!! Taylor said no problem put me in touch with another person who handled everything and calmed me down. I needed calming down. Like I said nothing is worse than a bedbug in a AirBnb. Then the unimaginable happened. 2 weeks later I got a check for the full amount of the loss. Almost a $4,000 check. IN TWO WEEKS! I could not believe it. Absolutely amazing. Thank You Taylor and Proper Insurance for being there when I needed you and being so incredibly fast. read more

I am thrilled to share my outstanding experience with Elizabeth Douma and Proper Insurance, as they have undoubtedly become my most valued insurance partners. A massive flood in my home had left my Airbnb out of commission for an extensive three-month period. When I reached out to Proper, Elizabeth was assigned as my adjuster. She responded promptly, and her reassuring words immediately put me at ease. I knew then that I was in capable hands, and everything would be taken care of. Elizabeth's dedication and proactive approach in handling the situation was truly commendable. She kept me consistently updated on the progress, ensuring that I remained well-informed throughout the entire process. Working with her has been nothing short of exceptional. I wholeheartedly recommend Elizabeth Douma and Proper Insurance to anyone seeking reliable and dedicated professionals. They have certainly won my business for life, and I cannot imagine entrusting my insurance needs to anyone else. Thank you, Elizabeth, for providing such top-notch service and making a significant difference in my experience as a valued client. read more

Very happy with our experience with Cade Bachman at Proper insurance! After being canceled and turned down by our Insurance company (we currently have a primary home , landlord coverage, and three cars insured with AllState.) We wanted to add yet an additional second home/vacation rental and Allstate treated us as if they didn't know what we were trying to insure? we could not even get them to work with our mortgage company to provide proof we were currently insured or answer our phone calls to beg them to work with our lender to keep them from adding mortgage insurance because our insurance agent wouldn't send proof of insurance! We finally got a referral to proper insurance and have had very attentive service and feel a lot better with a company with some experience with rental property. Our regular insurance could not even understand what a rental property is I guess? Cade also is communicating to our mortgage company to get our insurance lined up with them, what i nice change of pace to have an agent that "assists" instead of dumps everything on the client to "figure out" on their own! read more

I recently had the pleasure of working with an outstanding insurance salesman (Payton Voss) and I am so grateful for the experience. From start to finish, this salesman was a true professional who took the time to understand my needs and provide me with the perfect insurance coverage. What really stood out to me was his vast knowledge of the industry and the way he was able to explain complex insurance concepts in a clear and concise manner. He was patient and thorough in answering all of my questions, and I never once felt pressured or rushed during our conversations. In addition to his expertise, Payton had a warm and friendly demeanor that put me at ease right away. He truly cared about finding the best insurance solution for me and my family, and I could tell that he was passionate about his work. Thanks to Payton, I now have the peace of mind that comes with knowing that I am fully protected should anything unexpected happen. I would highly recommend him to anyone in need of insurance services - he truly goes above and beyond to provide exceptional customer service! read more

TL;DR: We consider Proper Insurance and our contact, Mike Wolf to be a key element of our STR brain trust, and would recommend them confidently to anyone seeking high end coverage for their STR investment. Starting on our first short term rental project was daunting to put it lightly. So many variables to consider, so many cautionary tales swirling in our heads leaving concerns about protecting what we'd worked so hard for, and no idea who best to trust. We feel so fortunate and grateful to have connected with Mike Wolf at Proper Insurance. He has become a rare source of great service in a modern world that feels like it has abandoned those values. Over our first year as owners, Mike's competent counsel related to the important protections for our rental endeavor has been a reliable source for peace of mind. If you're in the market for asset protection that's tailored specifically to cover you and your short term rental investment, I expect you'll be thrilled with the features, benefits and most of all customer service from Mike and Proper Insurance. read more

I cannot express enough gratitude for the outstanding service we received from Harold Helt during one of the most stressful times of our lives. After our condo experienced significant flooding, Harold stepped in immediately and took care of absolutely everything from start to finish. Harold Helt was incredibly responsive, knowledgeable, and compassionate throughout the entire process. From helping us understand our policy, to organizing inspections, coordinating with contractors, and making sure every detail was handled correctly--he truly went above and beyond. We never once felt lost or overwhelmed because we knew Harold had our back. Thanks to Harold Helt's dedication at Proper Insurance and professionalism, what could have been a nightmare turned into a manageable, even smooth experience. We are so thankful for his guidance and support all the way to the very end of the claim. Highly recommend to anyone in need of help during a crisis--you will be in the best hands with Harold at Proper Insurance. read more

I recently had the pleasure of working with Chad, my claims adjuster, and I have to say, overall, my experience was very positive. Chad was great at communicating with me throughout the process and always took the time to explain things to me in a way that I could understand. His knowledge and expertise in the field were evident, and I felt like I was in good hands throughout the entire process. While there were a few hiccups along the way, such as the check approval process being a little slow, Chad was always upfront and honest with me about what was going on, and he worked diligently to get everything resolved as quickly as possible. Despite these minor setbacks, I feel confident in giving Chad a four-star review, as his professionalism and dedication to his work were truly impressive. In short, if you're in need of a claims adjuster, I would definitely recommend working with Chad. His communication skills and willingness to go the extra mile are a true testament to his commitment to his clients. read more

I recently had the pleasure of experiencing the outstanding service provided by Proper Insurance. I submitted a claim, and to my surprise, they processed it in less than one hour, showcasing an unparalleled level of efficiency. Matthew, the representative who assisted me, went above and beyond in addressing all my questions and concerns. His extensive knowledge of the insurance process and his helpful demeanor made the entire experience seamless and stress-free. I was impressed by his professionalism and dedication to ensuring that I had a clear understanding of the process. As a homeowner with vacation rentals, I highly recommend Proper Insurance to my fellow property owners. The prompt claim processing and the expertise demonstrated by Matthew reflect the company's commitment to providing top-notch service. In an industry where reliability and efficiency are paramount, Proper Insurance stands out as a trusted partner for homeowners seeking peace of mind. read more

"Our experience with Lloyd's has been truly incredible. We own two AirBNBs and were really looking for insurance designed to meet the needs of a short term rental property owner. This is it! Everyone with whom I've spoken has been kind, courteous and professional. What's more, they seem so much more knowledgeable about short term rentals and insurance coverage in general than most insurance reps with whom I've dealt over the years. Unfortunately, we needed to file a claim due to water damage and the entire experience could not have gone better or more smoothly. I was contacted immediately, an adjuster was sent the same afternoon, the claim was handled quickly and covered completely. We ultimately needed an entirely new HVAC system. Not only was the system itself covered, we are being reimbursed for lost earnings as well. We couldn't be happier with the customer service and coverage we've received with Lloyd's. Truly a 5-star company!" read more