Consumer complaint received 2025-08-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
I had a standard homeowners insurance policy until XX/XX/XXXX, when a series of XXXX XXXX claims over the preceding 2 years caused my insurance carrier to refuse to renew our policy. I called Newrez LLC to find out my options and was told that if I could not provide my own insurance, Newrez would purchase insurance for the property and I would pay for it via an extra amount added to my monthly mortgage payments and placed in an escrow account for that purpose. Over the next 3 years, I repeatedly asked for details on the coverage provided by that policy and was either ignored or provided with a copy of a letter indicating proof of insurance, which includes no information about the actual coverage. 
On XX/XX/XXXX, we suffered a major house fire. I filed a claim with the insurance company listed on the proof of insurance letter XXXX XXXX XXXX XXXX XXXX XXXX ) and was told that an adjuster would be coming out to assess the damage in 10 days. I was again not told any details of my coverage or my policy. On the advice of the fire marshal, I also engaged the services of several mitigation companies to secure the property and attempt to prevent further damage, and gave them the claim number and contact information I had received when I filed the claim. They began work immediately, but stopped when the insurance company would not respond to them or confirm coverage of any kind. Over the next 10 days, I repeatedly tried and failed to get any additional information from Newrez or their insurance company about the coverage on the policy or the status of the claim. When the adjuster finally arrived on XX/XX/XXXX, he was also not able to provide any information, but he did give me several new contact numbers, one of which finally connected me with a person who confirmed that they did have the policy information, but would not share it with me because Newrez had placed the policy in their name, not mine, and that I was therefore not the named insured, despite the fact that I had been paying for the policy. One of the contractors I had hired also eventually received an email on XX/XX/XXXX from the insurance company stating the same and telling us that we needed to ask Newrez for more information. I attempted to get this information from Newrez via additional phone calls, emails, and a visit to their physical office, but nobody was able or willing to provide me with any answers. On XX/XX/XXXX, I contacted the state insurance commissioner for assistance and was told that XXXX XXXX XXXX XXXX is a " surplus lines insurer '' and therefore not subject to their jurisdiction. 
It has now been nearly XXXX weeks since the fire, and I am still unable to find out any details about the insurance policy purchased by Newrez or information about the status of the claim, apart from a confirmation received by the mitigation company that their bid for repairs had been received. In the meantime, I am faced with mounting financial liability for temporary living expenses as well as for various necessary services that Newrez and their insurance company continues to refuse to confirm or deny coverage for, the property continues to be subject to further damages from weeks of sitting in a damaged state with no further mitigation actions taken, and there has been no indication that any cooperation or further action from Newrez or XXXX XXXX XXXX XXXX XXXX is forthcoming.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation