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Wellington Insurance Review & Complaints: Home Insurance

Wellington Insurance Group provides three different levels of homeowners insurance based on triaged risk. This means they will work with a number of insurance companies, including their own, to place risks appropriately. They insure through several companies and present themselves as an agency instead of an insurer.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Sep 23, 2020

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Wellington Insurance Group represents a group of insurance companies that provide homeowner’s insurance quotes on three different levels, based on what they call triaged risk. This means they will work with a number of insurance companies, including their own, to place risks appropriately.

Keep reading our Wellington Insurance Group review to find out more about its coverage options and business performance.

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Wellington Insurance Group

Wellington Insurance traces its roots back to 1988, when it was founded in Fort Worth, Texas. Their headquarters remain there today. Formerly known as Frontier General Insurance Agency, the company changed its name to Wellington Risk Insurance Agency, which is a subsidiary of Wellington Insurance Group, in 2011.

Wellington Insurance provides a risk triage service that analyses homeowner’s risk level and needs while connecting them to one of their admitted carriers throughout the state of Texas. Their own insurance company, Wellington Insurance Company, is just one of the carriers with which they place homeowner’s for coverage. Other companies include:

  • Companion Property & Casualty
  • Service Insurance Company/Pillar Insurance
  • Worth Casualty
  • CastlePoint National Insurance
  • Palomar Specialty Insurance
  • Torus National Insurance
  • State National Insurance

Wellington Insurance products are sold with a network of agents throughout Texas. The company’s website is likely to be confusing to many people, since it presents the company more as an agency and financial services company than as an insurance company. Online services are available for those insured through the company, including policy management.

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Wellington Insurance Policies

Wellington offers three levels of home insurance coverage. Each level is tailored to a specific category of risk, including homes that might not qualify for a standard homeowner’s insurance policy elsewhere.

Wellington Select

The highest level of coverage available, this named perils policy covers 16 different perils. It includes replacement cost coverage for the dwelling, other structures, and for personal property. It also provides liability coverage of up to $500,000 and medical coverage of up to $5,000.

Wellington Standard

The middle of the road policy from Wellington covers 12 named perils. Like the select, replacement cost is provided for the dwelling, other structures, and personal property. This policy offers only a maximum of $300,000 in liability coverage and $2,000 in medical payments.

This policy also has a named perils dwelling fire option that has an actual cash value coverage for personal property and other structures, although there is an option for replacement cost if the dwelling is owner-occupied.

Wellington Value

This policy is a basic, affordable insurance option for homes that do not qualify for higher levels of protection. Available as both a homeowner’s and a dwelling fire policy, this level provides for 8 named perils and is an actual cash value policy. Liability protection is available for up to $100,000 and medical payments up to $2,000.

As discussed, Wellington uses a system of risk factors to triage each customer and determine which of these three levels is right. As with most insurance companies, the lower the risk level of the home, the higher the level of coverage for which it will qualify. Even at their highest level, the Wellington Select plan, coverage is limited when compared to high-level plans from larger insurance companies, an indication that Wellington targets their products towards higher risks.

Wellington Insurance Group Rates

Wellington does not offer online quoting, and they write insurance through a number of different insurance companies and at several different levels. As a result, we are unable offer an accurate price comparison and it is difficult to make an estimate as to what sort of premiums they offer.

However, it is highly unlikely that a company like Wellington will offer rates that are competitive with national insurance companies, particularly those that are tiered at the higher risk level. Since Wellington sells insurance through agents, they also have commissions to pay, which generally leads to higher rates as well.

Wellington Risk Insurance Claims

Wellington accepts claims in several ways. A claim can be filed through an agent or via their Wellington Risk Insurance phone number: 1-800-447-6465 available 24 hours a day. Claims services can also be contacted via fax: 1-800-800-4049 or email at:

The website states that there is an online filing option, but does not indicate where this can be done. It is likely that customers must log into the Wellington customer portal in order to use this service.

Aside from how to file a claim, the website provides very little in the way of details regarding the claims process. It is likely a standard process of investigation, benefit determination, and settlement.

It is unclear how claims are handled for the affiliated companies through which Wellington places risks.

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Consumer Research and Complaints

Wellington Insurance Group, Wellington Financial Services as listed on the BBB, has a B+ rating. Although the company is not accredited on the BBB, there are 14 complaints listed – five of which have been closed in the last 12 months.

The current BBB rating for Wellington has increased since our last review of this company, which is a good sign for the company’s reputation. The BBB drops ratings quickly for any failure to respond to a complaint, because the prior rating was lower due to Wellington’s lack of response to one claim, the new improved rate shows the company has taken note and action towards improving their customer service.

If you need help, you can call the Wellington Insurance Customer Service phone number: (800) 880-0474.

Overall there are very few reviews of Wellington Insurance anywhere online, which makes it difficult to form a clear picture of their reputation. There are no major red flags to state at this time.

Financial Strength

Below are some sites that offer Wellington Insurance reviews of the company’s financial strength.

Rating Company Grade Financial Outlook
AM Best B+ Stable
Fitch N/A N/A

Bottom Line

Wellington Insurance is likely to cause some confusion; they insure through several companies and present themselves not as an insurance company but as an agency, although they do have an insurance company as a subsidiary – a fact that is mentioned minimally on their website. This company is highly unlikely to provide competitive rates for most, however, those who are having difficulty getting coverage may need to consider looking into Wellington.

Anyone who is relatively low risk will probably find better coverage and a better premium going with a national company.

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Wellington Insurance
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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.


  1. I couldn’t agree more. This company is a complete scam.

    My wife and I were robbed at gunpoint in our home.

    We caught the entire thing on video.

    We made a claim for her purse and the items in her purse.

    All which was clearly stolen on video and in the police report.

    Wellington has refused to return calls/emails.

    I finally had to get my Allstate agent to get in touch with a manager at Wellington who then has tossed our claim around to two different people over another 3 months before giving it to an investigator.

    Keep in mind we have provided them with video evidence of this entire robbery.

    It’s a cut and dry case. It’s been 5 months and they still refuse to process our claim.

    We are not fighting them in court. All of which cost us more money and more time.

    Please do whatever it takes to not be insured through this company. They will never do what they say.

  2. Your employee is unwilling to service customers, I’ve called two days in a roll and no response.

    It’s a problem when the customer owes money, but the company owes money you can’t get a response.

    Poor business practices.

  3. They suck! What else can be said?

    So many others have complained about them. Some of the reps are rude. Don’t follow-up.

    Adjusters think they can show up to your home whenever they want without an appointment then deny your insurance if you refuse their impromptu appointment.

    I had to talk to several managers to teach their employees and agents a lesson.

    And they have the nerve to charge a non-refundable fee for writing a policy despite their mistakes when writing the policy.

    Some nerve.

  4. Not impressed with Wellington! Obviously, they are careless and ignorant.

    They actually have a very well put together system to get your claim denied.

    I have had insurance with them for many years and they handled claims irresponsibly every time. Taking my business elsewhere.

  5. Worst ins co ever! Had a claim and they sent out a contractor to get an estimate.

    The estimate was $10,000 more than our max coverage. At that point, they should have sent the maximum for the claim since their own contractors said it exceeded policy limits but NO!!!

    We hired our own contractor who did it for what it paid so no $10,000 out of pocket. Now they don’t want to pay since we didn’t hire their “buddies”.

    We had the right to hire whomever we want. They are saying no damage now. YOUR OWN CONTRACTOR SAID THERE WAS!

    Ridiculous! I don’t know how they are still in business.

  6. The people at Wellington Insurance have treated me very professionally, from the first call an adjuster came out in the rain and carefully went over everything from roof damage to drywall damage. My claim was not denied; I’m sticking with Wellington.

  7. This Company is not good even in a disaster, (HARVEY)No one will call u to inform you of the statue of your claim,but will call u for your payment . Find a another insurance company , Customers are getting better service from FEMA sad.

    • Having the same damn problem! On my 3rd adjuster and not ONE had contacted me outside of setting up the initial inspections. NOT A WORD, reply to multiple emails and phone calls. [Redacted] the supervisor name that was finally provided to me will not call me back either. FRAUD ALERT.

      Literally about to contact my attorney to deal with them. Their lack of response is not acceptable, especially in a situation like this.

      Initial claim filed 8/29, today I s10/11 – NOT A WORD from these scammers!

      • Reading the above comments, is exactly what I have experienced. I filed a claim about 2 months ago…and I have gotten nowhere. A company that should be put out of business. They have the most non-caring employees that I have ever experienced. I did get their attention when I filed a formal complaint with the Geico Management people. It did get there attention, but only to fight back with more statements that are recorded and want you to pay to ship 20 pages and also pay for the notary that they think will scare you off. I am probably going to drop these rude people. I would fire all of those incompetent people who couldn’t care less.

  8. NEVER USE WELLINGTON INSURANCE! They are frauds! My house burned down after being insured with them for over 2 years and they denied the claim, said it was deemed as “vacant” and that breaches the policy. My job requires me to travel for work, and occasionally I am out of town for weeks at a time, but like most, I prefer to have a home to come home to and not a storage unit and hotel. Meanwhile, the mortgage was still due, it took 3 years and a lawyer to get at least the mortgage paid off from Wellington. They denied the contents coverage and of course no additional funds for all of the lawyer fees that I have had to pay.

  9. Don’t use them!! Wellington is a terrible company. Their claim service is poor and their adjustors are simply rude. They shorted my claim about $4000, keeping me from being able to make the repairs required to my house, even after I sent them several quotes from reputable contractors. I filed complaints with BBB and the Texas Board of Insurance. Even now as I am trying to cancel my policy, I’ve already waited 20 minutes in the endless phone queue.

  10. This is my first year with Wellington and my first claim I haven’t had any issues so for with them. Spoke with claim examiner she got and adjustor out within the sane week and a week later my check was in the mail. Maybe it’s just beginners luck but I have no complaints at this time with this company.

  11. Terrible company, rude customer service. I have reported them to the Texas Department of Insurance, hope they get audited. Did not renew my homeowner’s insurance with them but cashed premium check from my mortgage company (escrow account) and then re-billed mortgage company again under another policy number and cashed that check too. I had to call THEM to have them refund the $7000+. Shady if not fraudulent activity!!

    • did you go to the police or FBI!!!!!!!!!!!!!!!!!!!!!!!!!!

  12. For the record this company has also removed some of my other complaints and reviews. That is truly sad. I have not came across anyone that has had a favorable outcome with this company. So I am not sure where they are getting their STARS from. Something extra you may wish to check into. They will also make it as difficult as they can to leave them. Please watch your account.

  13. I have never experienced a company of this poor judgement. Please if you ever see this company run the opposite way. I paid my premium faithfully on time and in full. But the 1st and only time I needed them, they treated me so harshly. I felt so little. I felt as though I was inconveniencing them. Yet I had paid them thousands of dollars over the years. They had no care nor concern of my children’s health or well-being. Water flowed through my roof. They did not care if my children were breathing in molding or if the water could cause electricial damage were they could get shocked to death. They spoke to us so ugly. I am embarrassed to let anyone know that I had this company.

    • My suggestion is always check with your agent before actually purchasing a policy, the agent is responsible for writing your policy, so if the agent wrote you a policy and you don’t have the coverage that you need then Wellington can not respond. Always make sure you read your policy before buying the policy.

  14. This is the worst experience I have EVER faced…. The claims agent [Redacted] was not only rude but very sarcastic. [Redacted] refused to answer any of my questions and was very condescending regarding the claim I had from lighting hitting my house they are refusing to pay what they originally said they would. . In my eyes this is a SERVICE and SECURITY that we are paying for but Wellington does not see it that way. I will be cancelling my policy ASAP! I urge anyone that at hold a policy with Wellington to start looking elsewhere, and anyone looking for insurance to stay far away from Wellington.

    • I totally agree with you. They did it to my family. Water came through my roof and damage my house. They refused to assist, pay and answer questions. They had no care of my family health of mold contamination. Smh. I was shocked that Geico would have any dealing with them. I am glad we found a better company and far less expensive.

      • Which company did you change to. My mom and her house are covered with them and after reading the reviews, I am worried she is wasting her money.


    • They did it to us too.

      • what was the reason for their denying and what was the calim for if you don’t mind me asking? I currently have them now and will have to make a claim soon so I’m am wondering what I can do to prevent any issues with them…..if that is possible I guess. Wish I knew all this before hand

        • I am another customer that sued Wellington they have an engineering firm that wrote a bogus report. They based my claim on the wrong weather event. They offered me 385.00 to replace a roof that is the total offer not including the deductable. Now in mediation they are offering $10,000 That takes into consideration the deductible so it is a little more than 10,000. I am thinking about denying and taking it to court to prove a point. They are absolutely corrupt and liars.


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