Complaints

This profile includes complaints for Hippo Insurance Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hippo Insurance Services

  150 Forest Ave Palo Alto, CA 94301-1614

• 

  Hippo Insurance Services

  522 Congress Ave Ste 500 Austin, TX 78701-3552

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hippo was paid out of escrow after the account was closed. They owed me ******* refund. They said the refund was processed and I did not receive it until 21 days later only to find they put a stop payment on the check after I had already spent the money causing us to have to use our savings to pay for our needs. Come to find out they had accidentally sent out 2 checks so they had to put a stop payment on one without telling me, and to this day I have never received the 2nd check. I was then promised I would have the refund by today I still have not received the refund. After calling them again they said well I'm sorry it has been delayed it must be *** you may not get it until the 28th causing us to have to deplete almost all of our savings to make up for their mistake. I would like for them to either expedite the check but they said they could not, so I would like for them to compensate us for the amount we have had to take out of savings to cover our account until the check comes. I am happy to provide the overdraft amounts.

  Business Response

  Date: 05/23/2025

  May 23, 2025 

  Better Business Bureau  
  ****************************;
  ***********************************;

  
  RE:       Complaint ID:                23330739
  
  
  To Whom it May Concern:
  
  The customer reported concerns about their refund.
  
  This matter arose from a system error that resulted in a duplicate payment and the issuance of a refund check in error. That check was promptly voided the same day; however, the insured later received and attempted to deposit it. A new check was issued and successfully delivered and deposited on May 19, 2025.
  
  We apologize for the inconvenience.
  
  
  Sincerely,
  
  Hippo Customer Support

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have home owners insurance and was charged extra for something that didnt apply to me. When I spoke to a customer service representative she said that there was a glitch in the system and they would refund me $600. That was in October. I never received a check. I called in January and was told they would resend it. In March I called again. They still havent sent the money at all.

  Business Response

  Date: 05/23/2025

  May 23, 2025

  Better Business Bureau  
  ****************************;
  ************ 95128 
  
  RE:      Complaint ID:             23322312
  

  
  To Whom it May Concern:

  The customer reported concerns about their refund. A refund check was originally issued following an endorsement. After multiple attempts, the check was successfully delivered and cashed on May 13, 2025.
  
  Sincerely,
  
  Hippo Customer Support

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a non-renewal in February 2025 stating my home is too much of a risk due to the location. They referenced a site where information is pulled from and assessed. I reviewed the website and took a screenshot of the data that stated it is not high risk and submitted a request to review the information. There was no communication from HIPPO. I reached out to them on 4/2/2025, and since then there have been many calls from me with no resolution. They have told me the nonrenewal stands, yet our immediate neighbor has HIPPO and has had no issues. I explained the concern of feeling targeted or discriminated against, as it does not make sense why our home is dropped and yet my neighbor continues to have homeowners insurance coverage with them.

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  Better Business Bureau  
  ****************************;
  ***********************************;
  
  RE:      Complaint ID:                         23237296 
  
  
  To Whom it May Concern, 
   
  We are writing in response to your concerns regarding the non-renewal of your policy.
  
  Your policy was nonrenewed because the wildfire score for your property makes it ineligible for coverage pursuant to our underwriting guidelines. The range of possible wildfire scores is "minimal likely (very low) to very high. A score of minimal likely (very low) and low are eligible for coverage.
  
  The wildfire score for your property is moderate. We responded to your appeal on 04/02/25 with a copy of the report. 
  

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8. 2024, we submitted a homeowners insurance claim due to Hurricane *****. Due to the incompetence of HIPPO Imsurance and the adjuster assigned to the claim, we have had to submit this claim 3 times. We have had 3 different inspectors come out to inspect the damage to our home. The insurance adjuster on our claim, ******* *******, is consistently uneducated on our claim. She will not return phone calls or emails. She is never in the office to contact her. In addition, she won't provide the inspection reports, constantly has the claim information incorrect, and is overall incapable of communicating effectively. It has been almost a year since we filed the original claim, we still have no resolution. My husband and I have repeatedly tried to contact her and HIPPO, always with the same response, that they will call back in 15 to 20 minutes. We never receive a return phone call or the email Ms. ******* says she sent. We have repeatedly checked inboxes and spam emails for this supposed email but have received nothing from her. The last conversation I had with Ms. ******* at HIPPO was Thursday, March 20th. She informed me she had a meeting and would return my phone call in 20 minutes. It is now, Monday March 24th and we have heard no response.We have significant damage to our home and fence line that my husband, who is retired military, and I are not equipped to repair. I am fearful that due to Ms. ********* incompetence, that our claim has been misfiled and lost again. This would make the 3rd time this has happened and we have to start over each time.

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  Better Business Bureau
  ********************************************************************************
  
  RE:      Complaint ID:                         23107114
  
                                                                                 
  To Whom it May Concern,
  
  We are writing in response to the customers concerns regarding their claim.The customer stated they were not contacted and have not received their documents.
  
  Upon review of the matter, we confirmed that the customer was previously provided with a copy of their estimate and settlement letter via email. To ensure the customer has access to these documents, we have since reached out to the customer again and left a message and re-sent the documents via email.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  
  Hippo Insurance Services
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched from State Farm that Ive been with for years before deciding to give Hippo a try. My 1st claim was handled smoothly and in a timely and professional manner. This second claim has been a disaster but it didnt start out that way. Rickkell is my adjuster and was updating me along the way. She explained the process and status frequently which I appreciated. While they were working on approval, I was recommended to use Chicago Water and ************************ by the 1st adjuster which I will never use them again. On almost every call, I would confirm that one payment would go directly to me for payment as it was explained that I could use any company to have my repair work done and that Hippo would send a separate payment directly to Chicago Water. Each time Rickkell would confirm that was correct. PLEASE REVIEW CALLS AND EMAILS. My 1st claim - I told them that it was more of an inconvenience to send me a check in the name of ************* and then had to mail it to them. Rickkell assured me that wasnt the case this time and theyll send them a direct payment was approved. Now it appears that they sent me the full payment that I used for repairs and I havent been able to get a straight answer. This has been such a frustrating experience that has soured my experience overall with Hippo. And now ************* is threatening to file a collection for this matter.

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Better Business Bureau
  ************************
  ******************
  
  
  RE:      Complaint ID:                         23098363
  
  
  To Whom it May Concern, 
  
  We are writing in response to the Customers concerns regarding the claims experience and the payment distribution process. Below is a summary addressing these concerns.
  
  On January 22, 2025, the Customer agreed that, to avoid delays in receiving the funds, the amount owed for water mitigation services to CFW Restoration could be issued directly to the Customer.
  
  Our repair estimate includes a separate line item for this amount ($2,675.71), which was accounted for within the Actual Cash Value payment issued, totaling $7,173.29.  
  
  On March 25, 2025, the adjuster spoke with the Customer, apologized for their experience, and addressed concerns regarding the distribution of funds.
  
  If further assistance is needed regarding this claim, please contact ******** ***** at ****************************.
  
  Thank you for bringing this to our attention. 

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB team,This email constitutes a formal complaint on behalf of my parents, ***** and ******* *******, senior citizens who have been subjected to unauthorized charges and a failure to cancel their condominium insurance policy by Hippo Insurance.On October 17, 2023, my mother, ******* *******, sent a direct email to Hippo's customer support requesting the cancellation of three insurance policies: auto and home. While two policies were successfully canceled, policy number CIL-*******-04, covering the condominium located at ************************************************************************************************************************ active without authorization.Despite the explicit cancellation request, Hippo has continued to charge my parents' credit card. The most recent charge occurred on March 9, 2025, for $99.92.A follow-up cancellation request was sent to ********************************** on Friday, March 9, 2025. As of today, March 15, 2025, we have received no response or acknowledgment from Hippo regarding this matter.We request immediate action to:Cancel policy number CIL-*******-04 effective October 17, 2023.Refund all unauthorized charges incurred since October 17, 2023.Provide written confirmation of the policy cancellation and refund.Investigate the failure to process the initial cancellation request and implement measures to prevent similar occurrences.We expect a prompt resolution to this issue and look forward to your immediate attention to this matter.Sincerely,****** ******* **************** On behalf of ***** and ******* *******

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau
  ********************************************************************************
  
  RE:       Complaint ID:                               23070397
  
                                                                                   
  To Whom it May Concern,
  
  We are writing in response to the customers concerns regarding the cancellation of their parents policy.
  
  After reviewing the matter, we determined that when the cancellation request was originally submitted additional information was requested from the customer but never received and as a result, the cancellation was not processed. The policy cancellation was processed on 03/17/2025 and the refund has been issued back to the customers credit/debit card on file.
  
  Thank you for bringing this to our attention. 
  

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  FYI, the policy has been cancelled, thank you! And $619.02 out of the requested amount $1,598.72 will be refunded to my parents, pending confirmation... 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My policy through Hippo Insurance CCA-*******-03 was cancelled unlawfully. I received a text message on Friday from Hippo insurance stating I needed to update my payment info so my insurance payment would go through for renewal on Friday 2/28/25 at 1050 am, the text included a link to the app to update the info. I updated the payment through the link which opened the app on my phone. I put in a current credit card number and noted there was no payment due per the app. Come 3/1/25 I still get messages that the insurance policy payment still needs to be updated. I called the service number on Saturday and there is no one to take my call and suggested emailing the customer service center for faster service. Then I receive a message on 3/2 that the policy was cancelled. I emailed the customer service on 3/3 with no response. I call today and the agent tells me the policy is cancelled and there is nothing that can be done. I ask for a supervisor and am placed on a hold for about ***** minutes. During that time the agent comes back online to tell me on further inspection that there is a 15 day review and the underwriting hold needs to be removed and I will be called tomorrow to take the credit card info and renew the policy. They purposely tried to cancel my policy so they could charge me for a more expensive one.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Better Business Bureau
  ********************************************************************************
  
  RE:       Complaint ID:                               23020322
  

  
  To Whom it May Concern,
  
  We are writing in response to the customers concerns regarding the cancellation of their policy. The customer stated they had updated the payment information, but their policy was still cancelled.
  
  After reviewing the matter, we found that the customer updated the payment information on the current policy term but not on the renewal term, which resulted in the policy cancellation due to non-payment.
  
  The customer was contacted by ********************** Support on 03/05/2025 and the renewal policy has been reinstated. 
  
  Thank you for bringing this to our attention. 

  
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23020322
  
  I am rejecting this response because: Firstly i contacted the insurance company, the company did not contact me. Secondly, the insurance staff member on the phone gave false information about my policy stating it cannot be reinstated, i asked for a supervisor which he could not provide at the time. I also inquired about the state law and ***** period which led to the hippo staff member to recant his statement. Had i not advocated for myself, i would have had to create a new policy at a higher rate. The response from this company representative is incorrect. I am raising concern for violation of my rights as a consumer. Lastly, i updated my payment information through this company own phone application as directed via their automated text service. There was no place to indicate i need to update for the renewal, also there was no option to just pay it directly on the application they i was directed to use. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  Better Business Bureau
  ********************************************************************************
  
  RE:       Complaint ID:                               23020322
  
                                                                                   
  To Whom it May Concern,
  
  We apologize for any inconvenience. The customers policy has been renewed, and the premium has been paid.
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hippo has not reimbursed us adequately for damages to out home due to power surges causing damage to multiple appliances and our furnace on 12 27 24.We were never sent a copy of our insurance coverage saying that they don't cover power surges ontil we filed a claim.They have been rude and uncooperative and and we only want our replacement costs which comes to approximately $4000.00

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  Better Business Bureau
  ********************************************************************************
  
  RE:       Complaint ID:                               22923002
  
                                                                                      
  To Whom it May Concern,
  
  We are writing in response to the customers concerns regarding their claim. The customer stated that they were not reimbursed for damages and did not receive a copy of their insurance coverage.
  
  After reviewing the matter, we found that the customer was provided with a copy of their insurance policy, at the time of purchase and upon renewal. We have since reached out to the customer requesting documentation to support the $4,000 replacement cost. Once we receive the necessary documentation, we will carefully review it and continue to work with the customer toward a fair resolution.
  
  Thank you for bringing this to our attention. 
  

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially purchased homeowners insurance from Hippo in 2021. At that time, the deductible for storm damage was $1,000. For my 2022 and 2023 renewals, my deductible remained the same. However, after the devastation caused by Hurricane ******, I filed a claim for the first time for the damage and was informed that my deductible for hurricane damage had increased to $12,150. This news was both shocking and upsetting to me.Since learning about the deductible increase, I have made several attempts to obtain information about when and how the increase was communicated, as I had no prior knowledge of it. On October 2, 2024, I was provided a Notice of Conditional Renewal that was supposedly sent to me; however, I did not receive it, nor was I otherwise informed of the increase when I searched my email account for any communication from Hippo. I found none. They also sent me an email saying that due to an error on their part with printing, I didn't receive all of my documents during my renewal but MY POLICY WAS FINE, AND THERE WAS NO CHANGE! That is completely misleading!It is completely unfair to increase a storm deductible by 120% in one year. Additionally, it is improper to fail to send the documents, acknowledge the failure, convey that no provisions had been changed, and then argue that the documents were sent and that I had knowledge of the change. Hurricane ****** devastated my area, and on top of being declared a national disaster area, I now have to deal with an outrageous deductible that was added to my policy without my consent. This is unacceptable, and I feel completely taken advantage of. I was without water or power for days, and having to deal with this on top of the added stress, I am currently seeking legal counsel. I strongly advise against dealing with this company. I would hate for another hardworking family to go through what my family is currently dealing with. Especially in the middle of a disaster :(

  Business Response

  Date: 10/23/2024

  10/23/2024
  
  BBB ********, **
  
  RE:Case#: ********           
  
  The customer indicated that they did not receive notification of the deductible increase. The notice of conditional renewal which outlined the change to both the deductible for wind/hail damage and the roof payment schedule was mailed on 01/18/2024 to the address listed on the policy.
  
  Thank you,
  Hippo Insurance Services

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a landlord policy with Hippo Insurance Service currently in force through Feb. 20, 2025. I called in to make a claim early on Wednesday, Sept. 25. The *** called back at 08:21 AM and started a claim process for the broken water service line which is covered in the policy. See page 3 of 5 of the policy. Within a few minutes I received the email from claims adjuster stating he would call me within 2 hours. He did not call. I called Hippo again to complain at 11:11 AM . The *** said she would forward the message and she gave me his ext. #. I called him and left the message at 11:46 AM . No response. At 5:44 PM we sent him an email to request a response ****. Next day on Thursday, 9/26, I called Hippo at 07:29 AM to complain. The *** suggested that a different adjuster would call me instead. But, no response until the same adjuster from previous day sent me an email at 9:01 AM which was identical to the previous days. At 9:02 he called. I was driving and missed the call. I called back as soon as I could at 9:18 AM. No response. I left the message to call back ASAP. I sent an email at 10:57AM to urge him to communicate with me so I could get the process going. My four tenants still have no running water. I made it clear to the *** and adjuster that this is an emergency. Then there was no response for the rest of the day. According to Hippos Claim in review the adjuster reviews any completed inspections or documents if necessary, but he has not done anything or asked for any information from me. Friday, 9/27, I called at 7:33 AM. Recording said that he is not available. At 7:35 AM, I called the ***. She gave me the adjuster supervisor name and number. At 8:05 AM I sent an email to adjuster pleading him to call me. No response. At 8:29 AM I called the supervisor. Recording said that he is not available. It is now after 3PM, Still no response from them.

  Business Response

  Date: 10/08/2024

  October 8, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          22350917
  
  
  To Whom it May Concern,
  
  The customer was contacted on 9/30/24 and a request has been made for field inspection and an inspection has been scheduled to determine the cause of loss.Once the cause of loss and scope of loss is determined, we will contact the insured to review our coverage position. The insured is aware of the current status and that coverage remains in question.
  
  Thank you.

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****