ComplaintsforHippo Insurance Services

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hippo PolicyEOI - 2024-07-08T164637.515 Hi Hippo Complaints Dept,Can you please help me with my insurance you set up for **** made my payment og $1008.50 and on auto debit for the next 7 payments.I received my Hippo / Universal packet and setup my login credentials.Myself and my mother that you added are the ONLY ones on my property and loan. On the online portal I just happened to ask if my wife could be added to my policy just in case something happened to me. Even though it is not needed, because we are married in CA and she has the right of survivorship. A few days later I checked my online portal and it says CANCELLED cant have more than two people? Not sure why they cancelled it, because my wife is not on the loan and this has to be a mistake. I am not sure what has happened. I sent Hippo and Universal support 5 emails with a response I will hear from someone in ***** hours. I have heard nothing from anyone.I cancelled my insurance of 6 years to move to Hippo and now I can not even reinstate my old insurance they would only renew, but not after I cancelled it.. Now that its cancelled I am totally screwed with the fact my Hippo/Universal policy is cancelled effective 09/12/2024.Can you please help me. I am in dire straits here and no one is assisting me so a supervisor or management can This is making me feel totally stressed out.Hippo was helpful when I signed up, but now it is like there is no one in support.I appreciate your help and am attaching my EOI from you.Thank you *************************** C: ************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 14, 2023 - I worked with the Hippo insurance agent ********************* to swap home policies as well as the auto policy on both of my vehicles. He stated he would cancel all existing policies when he began the new ones.October 27, 2023 - I emailed to check into my previous car insurance policy since it seemed like it hadn't been cancelled, ***** said he would look into it for me so I sent the policy number to him.January 11, 2024 - I emailed ***** stating that my previous auto insurance at Clear Cover was still active and if he had any proof of communicated cancellation with them for me to back date the cancellation.January 12, 2024 - I emailed ***** letting him know I cancelled the policy myself, I paid for two policies of auto insurance for 120 days - this cost me an extra $449.***** apologized and stated that he will get me a refund, he asked for my policy info and a dec page. I sent all information asked for on the same day.I have now followed up multiple times, tried to call *****, which is now a invalid number with Hippo; I have also reached out to customer support with no help offered by them.

  Business response

  06/14/2024

  We reviewed the file and have contacted the customer to discuss resolution.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from Hippo insurance stating that my homeowners insurance was being dropped because we did not conduct a virtual walk through. The email was sent two days after Christmas. Never missed a payment (escrowed into mortgage). Got the run around after receiving the letter and eventually told it will not be renewed. Some under handed things going on here. Considering law suit and potentially class action as this is happening to other policy holders. Hippo and underwriters of Spinnaker must be exposed.

  Business response

  03/19/2024

  To Whom It May ***************** are unable to locate a policy using the email address, the address line is blank, and the phone number is missing a digit. If the customer needs assistance, they may contact us at *************** to discuss the concerns.

  Thank you for your assistance.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were advised by builders, the architects and planning permit itself that we needed a building permit to bring our kitchen back to its prior standard following water damage due to a tap failure. We were advised by planning permit that the open wall automatically required us to submit a planning permit application for this work. Hippo agreed to cover the fees for the Architect to put the application together and for the cost of the planning permit fees, which were submitted and estimated in July 2023. Hippo insurance has agreed to the following scope of work: New kitchen cabinets (all cabinets top and bottom), new countertops and backsplashes, new flooring and underlayment (appliances to be removed and reset, including a gas range), texturing and painting of walls and ceilings. the new insurance adjuster *********************** asked that we change the wording from repair and remodel to only "repair" on permit which we were happy to do. She asked that we remove all mention of code related changes, which we have agreed to do against professional advice since planning permit + inspectors on site can ask us to rectify the situation in writing. *********************** has also, for some vindictive reason we cannot understand or explain (but that *** have something to do with her stated political beliefs that are biased against both ********** in particular ("I would never live there" and government regulations in general "I care about my freedom"), decided to outright lie to planning permit officials as to the scope of the work to be carried out, which you can see in the email from *********************, Chief building official, in which he relays her description of the scope of work Hippo has agreed to as: "only the lower 24" of the wall will have drywall replaced for a length of **** feet and the replacement of the lower cabinets and re-installing the sink along the specific wall". She is now demanding that we submit this lie in our application. Hippo hasn't reimbursed the pre-agreed fees either.

  Business response

  02/02/2024

  February 2, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21193782
  
  To Whom it May ****************** have escalated the concerns to management, the customer was contacted, and we are awaiting a callback to discuss the claim.
  
  Thank you.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/27/23 ******************* from Hippo Insurance provided me a quote of $2,262 for my homeowners policy. I confirmed with ***** that I wanted to go ahead and proceed with that policy. I provided ***** my credit card information so get the first payment processed. He initially told me that I could just be billed monthly. I contacted him on 7/5/23 to say that I haven't seen a payment go through and see if he needed anythng from me. I also mentioned that it showing I needed to pay $792 for tue ***** payment. I received a response on 7/6 stating that they no longer bill monthly and that he marked it as direct bill so I now needed to submit payment. I paid the amount and thought everything was ok until I received a cancelation letter on 7/28. Apparently ***** had forgot to submit some documentation that he said he would take care of. We worked to get my policy reinstated but the new policy now showed a lapse in coverage charge for $282.05 when I had no lapse in coverage. I probably have well over 50 emails between myself and different individuals within Hippo to attempt to get this resolved. My latest situation is now that I also see any extra $50 that I would be expected to so my policy would be paid in full. That would now put me at a loss of $332.05. I'm not sure what else I can do to reslve this situation as clearly the emails aren't working and their wait time for ************** is over 2 hours and that's the number they told me I need to use to get to the correct *****

  Business response

  01/26/2024

  January 26, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21159313
  
  To Whom it May ****************** have contacted ******************************* and have outlined the events leading to the additional fees and premium adjustments. The policy underwent an underwriting review, resulting in the following changes that increased the premium:
  
  Surcharge due to no proof of prior insurance.
  Removal of the Burglar/Fire alarm discount due to the absence of proof of a centralized alarm system.
  Recalculation and increase of the rebuilding cost based on corrections to the roof shingle type, the presence of a pool, and the absence of an enclosed in pool.
  The customer is enrolled in a ********* plan, incurring a $10 fee to initiate the plan and an additional $10 for each payment, totaling $50 in fees.
  
  
  We acknowledge there was an opportunity to respond more timely to the insured.Currently, the only available option to mitigate a portion of the premium is to provide proof of insurance. We uploaded the prior insurance declarations page to the carrier's site on 1/19/2023. The carrier's underwriting team will review this document within 5 to 7 business days. Upon processing, we will be informed of the adjusted premium amount.
  
  It should be noted that the customer completed a signed application that outlined the required documentation along with the incorrect property details which ultimately led to the change in premium.
  
  Thank you,
  Hippo Insurance Services

  Customer response

  01/30/2024

   
  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,
  
  *************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a claim on 12/4/2023 and had an inspector come out on 12/8/2023. I was advised by the inspector the adjuster would be receiving the report within 2-3 business days. I waited a couple of days but did not receive any updates. I decided to reach out to the adjuster on 12/20/23, and was advised that the report was not received, and then that he did receive it but he needed to review it. I also asked the adjuster if he needed any additional information to which he responded no. TDI states the insurer has 15 days to respond if additional info is needed to settle claim. With holidays around corner I waited to hear back from the adjuster but unfortunately I did not receive a call or email. I then contacted the adjuster on 1/3/2024 and he notified my he had submitted the claim to his supervisor/team lead for review and should hear a respond by the end of the week. I waited again with no avail. I have checked the app to get updates on my claim, and to my surprise there was an update on 01/02/2024 "Inspection review". This is getting out of hand. I tried calling and requesting a supervisor however, I was advised the call center does not have that type of contact and will notify the adjuster to notify the supervisor to provide a call. I would like an update on my claim. Need to confirm what information is needed, and when will it be settled.

  Business response

  01/26/2024

  January 26, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21131467
  
  To Whom it May ****************** apologize for the delay and have provided feedback to the adjuster. The complaint was escalated, and the customer was informed of the claim decision.
  
  Thank you.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim for water damage due to overflow of water from an upstairs bathroom sink 30 days ago on 12/2/2023 due to faucets being changed. The water had to be shut off at the box near the street because the outside valve was stripped, pictures was provided of this area, as requested. This entire experience was very traumatic, and I was so glad that my neighbor was able to assist with the tools to shut off the water from the street. An insurance adjuster visited our home after a company called National Response had come out to take pictures of the affected areas, access the areas that were affected by the water, placed blue tape on these areas that were visible by Hippos insurance adjuster. The adjuster took pictures of the inside of house and garage on behalf of Hippo. Then, the insurance company sent over a company called American Leaks to take readings of the water damage and still no resolution. Now, they are asking me for the dry logs and readings which I do not have and advised the Hippo rep to reach out to National response company who placed the tape on the walls which I assumed they should have dry logs because this is not my expertise. I have also reached out the National Response team to request the dry logs but it is not my problem as the consumer, I have not control of the National Response Team not responding to this request. I should not be penalized for National Response Team failure to provide the information that was requested. You would think since Hippo insurance sent another company American Leaks to my home to access the water damage such as taking readings and dry logs they would have the information that was needed to adjudicate this claim. 3 estimates provided to Hippo. It been over 30 days, and this process is very frustrating, and I feel as though consumers pay insurance payments but when you make a claim you are forced to go through hoops to receive payment, this feels so wrong. I am requesting a resolution.

  Business response

  01/26/2024

  January 26, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21112216
  
  To Whom it May ************************ to the policy duties, customers are required to provide all information that supports their request for coverage. The customer hired a mitigation company,***********************, we attempted to obtain information directly, but they would not provide all information that supported their charges. The customer has hired a new mitigation company, *************. We are currently working with them and once a decision is made, the customer will be contacted.
  
  Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have homeowner's insurance with Hippo, and have since I purchased my home in January of 2021. I received an email (to my work email) stating I needed to complete a ***** minute exterior and interior inspection of my home. There were instructions that did not lead me anywhere. I did not take action until a received a second email stating the same information on 10/29/23. It took me several attempts to get ahold of the proper person at Hippo to inquire as to how to do this virtual inspection. They sent me a text that had a link in it that was not active. The link was blank. I also attempted to open a browser via the text link, and it was just blank. The agent at Hippo sent me the link about 3 different times and they did not work. I asked if they could send me an email with a link, but they only do this via text. I have an Android and at times have trouble with links, so I thought perhaps that was the problem. I was unable to complete the inspection. I then received a letter in the mail in December which said as I did not complete the inspection within the timeframe they were dropping my policy, effective January 29, ****. I called and spoke with an agent, who informed me the date was passed, and there was nothing they could do. They gave me the name of my insurance broker/agent to call to find coverage elsewhere. After speaking with Legacy Insurance, I was told that Hippo was denying everyone, as they were pulling out of ******. Hippo's premium is low, about one third of what I can get with another company. I am a single mother with three children, and I cannot absorb this cost. On 12/20/23 I emailed the complaint department at Hippo and someone called me back and spoke with me on 12/21/23. She also told me I was past the date and the underwriter had made their decision. I asked if we could appeal to the underwriter, but never returned my call. I would like to be given a chance to complete the inspection so that my policy can be renewed. Thank you.

  Business response

  01/12/2024

  January 12, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21069355
  
  To Whom it May ****************** October 29, 2023, we emailed the customer a request to complete a virtual inspection by November 15, 2023. A follow-up email was sent on November 12,2023, and on November 14, 2023, the customer contacted us. We sent them a new link to complete the inspection no later than November 29, 2023. Our records show that both emails were opened.
  
  On December 10, 2023, a notice of non-renewal was sent to the customer as the virtual inspection was not completed, and is effective end of term, January 29,2024. Unfortunately, we are unable to reinstate coverage and apologize for any inconvenience.
  
  Thank you.

  Customer response

  01/22/2024

   
  Complaint: 21069355
  
  I am rejecting this response because this is simply not acceptable. I let Hippo know that I was having trouble opening the link and asked if it could be sent another way. They would only send this by text, which would only open up to a blank screen. It was simply blank. There was nothing to open, nothing to fill out. There was no way that I could complete this virtual inspection and now they are canceling my insurance. In reading several other complains on the Better Business Bureau website, there are no others that were not allowed to try again and continue their insurance. 

  I am a single mother and I cannot afford homeowner's insurance from another company that is triple in price. 

  I feel like Hippo did not want to renew my insurance and as such made it impossible for me to complete the required virtual inspection. 
  

  I cannot imagine running a business this way. It is simply bad business, unfair and unjust. 

  I look forward to sharing this on social media. 

  Sincerely,
  
  *************************

  Business response

  02/02/2024

  February 2, 2024
  
  BBB of *********** and **************
  Portal Upload
  
  RE:      File Number:                          21069355
  
  To Whom it May ******************** we spoke with the customer on November 14, 2023, they confirmed that they had received our prior communication that was sent on October 29, 2023, but the link had expired. While on the phone with our representative, they were sent a new link and informed that they could use the link after the call ended. Instructions were provided for using the link, the customer did not contact us to report any further issues until after we non-renewed the policy. Unfortunately, we are unable to reinstate coverage and again apologize for any inconvenience.
  
  Thank you.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  9/28/22 closed my Lennar New Build w/suggested by ****** HIPPO Ins included in mortgage payments. FWD to one year renewal, HIPPO didnt send PennyMac (**) the renewal docs 30 days prior as usual action until 9/20 & ** sent payment 9/21. Usual practice is to honor the postmark but in this case, HIPPO did not and cancelled my policy for non-payment but did cash the ** check on 10/3 and in lieu of honoring the ** pmt. 10/18 issued a NOTICE OF PREMIUM REFUND $620 direct to me and did not renew my policy on the largest purchase of my life, leaving me at risk. They said they tried to call on 10/13 twice, never got the calls, they also emailed me but I did not recognize HIPPO and thought it to be a scam, never dreaming it was my home Ins. policy! I of course immediately secured my own policy elsewhere on 11/2 that went into effect at midnight. Not sure how long it took for the notice to reach me but I was on vacation 10/16 and upon returning home came down with ***** and was finally able to obtain my mail 11/2 when I discovered the refunded fees. This is terrible that I never received notice of cancellation by mail which would have provided me an opportunity to call on this matter sooner. Furthermore, ** was not aware of the cancellation until I contacted them on 11/2. Absolutely unbelievable for HIPPO to not honor the payment and reinstate a HIGHLY important policy.I got no where with HIPPO, ** of course is now seeking $171 for the lapse in coverage time period when this was in no way my fault. I pay on time and in full payment every single month. How is it that I am now the one that catches the brunt of HIPPOS actions? Totally unfair, please assist if at all possible.

  Business response

  12/19/2023

  December 19, 2023
  
  Better Business Bureau
  Portal Upload
  
  RE:      File Number:  20989108
  
  To Whom it May ********************* you for contacting us regarding your policy.
  
  
  On 08.09.23, we mailed you a renewal offer. The offer reflected a renewal effective date of 09.28.23 and that the $620 premium would be due by 09.28.2023, via escrow billing, which was your selected payment method.  On 08.15.23, we sent you an email which stated that we had billed your lender for the upcoming renewal term. The email reflected the $620 premium and the renewal effective date.
  
  On 09.22.23, we sent an email stating that the escrow payment had not been received. We also sent a text message with the same information and our records reflect that the email was opened 09.23.23.
  
  On 09.28.23, we mailed you an expiration notice, due to non-payment, with an effective date of 09.28.23. We sent an email, the same day, stating that the policy had expired and included a link to the expiration notice. We also sent you a text message with the same information. Our records reflect that the email was opened on 09.28.23.
  
  On 10.02.23, we received payment from the lender, which was refunded on 10.18.23.We sent notification of the refund, via email, on 10.18.23. Our records reflect that this email was opened on 10.21.23.
  
  Following review, we would like to offer to reinstate your policy, with payment,effective 09.28.23. If you would like to take advantage of this offer, please contact our customer support team at ************. Your file has been noted with this exception for reinstatement with payment.
  
  Thank you,
  
  Hippo Insurance Services, Inc. 

  Customer response

  01/05/2024

   
  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. However, I have attempted to reach them by phone to move forward and not been able to get them to do as they agreed still yet. 
  I am awaiting their response call from last week. So its still not resolved.
  
  Sincerely,
  
  ***********************

  ************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My homeowner insurance cancelled my policy unless i made a credit card payment.

  Business response

  11/21/2023

  November 21, 2023
  
  Better Business Bureau
  Portal Upload
  
  RE:      File Number:  #********
  
  To Whom it May ********************* you for contacting us regarding your policy.
  
  The renewal policy premium was due by the renewal effective date of 11.10.23. On 11.04.23, we sent an email that stated that the escrow billing premium payment had not been received and that the policy would cancel if no payment was received by 11.10.23. We also sent an SMS text message to you, on the same day, with the same information related to the premium payment and potential termination. On 11.10.23, we sent you an email and separate SMS text message stating that the policy had expired. We received your phone call on 11.10.23 and advised that since the payment had not been received, we would need to collect another form of payment in order to reinstate the policy as an exception. We appreciate you providing credit card payment as an alternative method of payment that allowed the initial monthly premium to be collected.
  
  On 11.13.23, we received an escrow premium payment for the full term. As a result, you will receive a refund of your original payment made on 11.10.23.
  
  Thank you,
  
  Hippo Insurance Services, Inc. 

*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. ↩