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

• 

  Hippo Insurance Services

  522 Congress Ave Ste 500 Austin, TX 78701-3552

• 

  Hippo Insurance Services

  522 Congress Ave Ste 500 Austin, TX 78701-3552

• 

  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:10/08/2022

  Type:Customer Service 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.

  In March of 2022 we notified Hippo Insurance of a leak in our kitchen, laundry room and eventually our garage and were assigned Claim No. ******* under our homeowners insurance policy. It is going on two months since the reconstruction was completed and we were able to move back into our house on 8/19/2022, after living in hotels and a temporary apartment for several months. Hippo paid for the initial remediation, certain hotel/apartment rent and sent one check for certain initial restoration charges; however, they still owe us $4,551 for supplemental restoration charges approved by their desk adjuster (submitted on 7/11/2022), food, laundry, utility charges incurred while we were displaced from our home for approximately $8,000 (submitted on 8/13/2022), over $1100 for the approved value for floor tile, and replacement value cost in the approximate amount of $2000 now that the restoration is completed. My wife and I have sent over a dozen emails and have made countless phone calls, but our new desk adjuster (***********************) assigned to us almost two months ago and the team leader (***************************), have yet to contact us and respond to any of our emails or phone messages. This "no response" practice is simply unacceptable, and we expect prompt payment for all amounts due to us. Not to mention we are paying interest on the credit cards that we had to pay these out-of-pocket charges, which we would not be paying if Hippo honored their policy and paid promptly.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  We have attempted phone and email contact with the customer to communicate the next steps and resolve pending claim items.
  Thank you.

  Customer Answer

  Date: 10/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has been resolved. I received an email from Hippo on 10/14/2022 informing me that (i) Hippo re-assigned our claim to a new adjuster as the previous adjuster is no longer with the company, (ii) we should allow some time for the new adjuster to review our claim file, and (iii) the new adjuster will be reaching out to us to discuss our claim and what is outstanding. Since receiving this email, the new adjuster has not reached out to us. my wife has called the new adjuster three times and left voice messages each time, but no response. I just now sent a follow-up email to Hippo (attached). We have neither received any of the amounts due us that we outlined in our complaint nor received any communication from the new adjuster (which would be our fourth adjuster). We are appalled that Hippo is claiming that the issue is resolved.
  See Attachment/File: 10-20-2022 Email to ******* and ***************pdf

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  We have been in contact with the customer by phone and email to communicate the next steps in order to resolve pending claim items.
  
  
  Thank you.

  Customer Answer

  Date: 11/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept Hippo's resolution, because we have not yet received payment for any outstanding balances listed in my complaint. A new adjuster did call and email us on 10/26/2022 and informed us of remaining information needed, which we provided on 10/27 and 10/29. Please note certain of this information was provided previously, and none of the newly requested information should prevent Hippo for issuing a check to us in payment of thousands of dollars of expenses incurred by us while being relocated to a hotel and short term rental. I submitted those receipts in August. It is now November. I emailed the new adjuster on 11/2/2022 to follow up, but have not heard back from her yet. The bottom line is that we are in the same position when we submitted our complaint to the BBB a month ago. This matter will not be considered resolved until all payments owed to us have been paid by Hippo.

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service 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 contacted HIPPO customer service as well my adjuster from HIPPO to express my concerns about my public adjuster. I made it clear that on June third my public adjuster submitted a fraudulent estimate for the amount of 12,122.70. On that estimate he used his contractors license that is expired. This estimate was fraudulent because my public adjuster never mentioned it to me nor did I need any of the services that he wrote down on the estimate. I made it clear that this man is fraudulent and not trustworthy. I emailed documents proving that this man goes by different names, different business, addresses, and phone numbers. I also emailed criminal documents stating that he has been arrested for fraud. I begged for my final payment to be issued only to me but my adjuster from HIPPO refused. They made it clear to me that I hired the public adjuster and the insurance is obligated to go by the contracts and they don't do background checks on who an insured hires. I totally understand but knowing the situation I was in, they should have issued me the check instead of issuing my check to this fraudulent person. What about breached of contract? The insurance company was directed by me, when I hired the public adjuster, to deal with that entity and to pay the claim through that entity. At the same time, the insurance company owes a duty to me and should have cooperated. I gave them a timely notice concerning the problem. Spt 13 the adjuster from HIPPO emailed me stating the check was mailed to the public adjuster and in a week he would contact me and endorse me the check. However, twenty-two days have passed since then and I haven't heard a word from him.

  Business Response

  Date: 11/04/2022

  Consumer Response /* (3000, 6, 2022/10/13) */ ***Document Attached*** ********* hasn't reached out to me like my adjuster from HIPPO said Business Response /* (1000, 12, 2022/10/18) */ October 18, 2022 We have communicated with the customer regarding the claim payment. Please let us know if additional information is needed.

• Initial Complaint

  Date:10/05/2022

  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 cancelled my policy in 2021 claiming they did not receive payment. I was not made aware of this until 2022 when my new mortgage company went to make my 2022 payment and hippo informed my lender I no longer had a policy with them. For about 6 weeks, I jumped through numerous hoops trying to track down my 2021 payment and get to the bottom of what happened. I finally got proof my previous lender had in fact made the 2021 payment on time, but hippo still proceeded to cancel my policy. This left my family without coverage for an entire year. A huge liability! Their mistake could have been detrimental. After I proved my case, they reactivated my policy claiming there was no lapse in coverage. Now that we are well out of 2021, they refuse to refund my 2021 payment since 2021 is now showing as covered. I think it's extremely unfair to make me pay for a service I did not receive through no fault of my own. Backdating my policy does nothing for me as this point. I have no claims for 2021. Backdating only allows them to justify keeping my money. They took my money and left me without coverage. They are giving no compensation for this huge mistake, or the immense trouble I had to go through to get this corrected. Nobody at hippo was helpful in resolving this issue until I provided a check number with proof of payment.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 8, 2022/10/24) */ *** Case #: ******* The policy became effective 05.31.19. As the renewal for the 05.31.21 through 05.31.22 term approached, a premium invoice was provided to the customer with a due date of 5.31.22. Follow up emails were sent to the customer on 5.20.21 and 05.25.21 advising that escrow payment had not been received. Based on our records, the email on 05.20.21 was opened by the customer. A notice of renewal expiration was sent to the customer on 05.31.22, stating that the renewal expired, effective 05.31.21, since the payment was not received. The escrow payment was not received by the 05.31.21 effective date, resulting in the renewal policy not activating on that date. The payment from the escrow company was issued by the customer's mortgage lender on 05.27.21 and arrived on 06.07.21. An exception was made to reinstate the policy with the late payment, but the manual process to reinstate was not completed at that time. When the customer's mortgage lender recently submitted a payment for a potential upcoming renewal, the prior renewal expiration and payment were reviewed. Although the prior term payment was received after the required date, the decision was made to backdate the reinstatement to avoid any lapse in coverage. The payment for the 2021 to 2022 term was received after the required due date of 05.31.22. The customer received and opened notices that the escrow payment had not been received. Despite the late payment, an exception was made to reinstate the expired renewal with no lapse in coverage. As a result, no refund or compensation can be provided. Sincerely, Hippo Underwriting Hippo Insurance Services Inc.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service 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.

  We reported hail damage almost a month and a half ago and Hippo has been not responding to our communication. The claims adjuster ****** and her manager ******* are not responding to our voicemails or emails. I reached out to the********* insurance commission and they said Hippo is not even registered with them. They said there is another company ********* which may be the on representing Hippo. I just called **** this morning and will be following********* state's complaints form, and ****** process. I will also engage***** and other consumer advocates to get some response from Hippo.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */ September 26, 2022 We have been in contact with the customer and confirmed all approved payments have been issued. Please let us know if additional information is needed.

• Initial Complaint

  Date:09/12/2022

  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.

  We used hippo insurance last year as an insurance provider. When they sent us the renewal quote, it was more than double the previous year. We refused it and went with a different company. We let them know this. On September 9, 2022 they charged our credit card they used for the original payment. We never gave them permission to keep our credit card on file. When we contacted them about the illegal charge they said it was their right to not only charge us but it was their right to keep a copy of our credit card on file. They also said they were doing this to make some of their money back because of a claim. Even w when we informed them in writing they refused to stop the process of charging us.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 11, 2022/10/19) */ *** Case #: ******* Thank you for contacting us regarding your policy. We provided a response to this inquiry previously. However, following further review we determined that the information included in that original response was incorrect as a refund had not yet been issued. Please see the updated response below. When the policy was written, the customer electronically signed the terms and conditions which included authorization to retain credit and debit card information for future payments and authorization to charge that credit or debit card for recurring electronic funds transfers. The credit card information was not updated or removed, prior to the renewal offer. We received a request to cancel the policy, effective 09.11.22 and complied with that request. On 09.14.22, we received notice that the customer filed a dispute to recover the premium, through their credit card company. Since the dispute remains unresolved and the credit card company's review is in progress, the funds have been frozen by the credit card company and are unavailable to be issued as a refund. The dispute through the credit card company is solely resolved by the credit card company. If the dispute is resolved in the customer's favor, no additional refund will be issued as the funds will be released by the credit card company. If the dispute is unsuccessful and closed, we will issue a refund as soon as the funds are unfrozen and returned to us so we can provide the refund.. Sincerely, Hippo Underwriting Hippo Insurance Services Inc. Consumer Response /* (3000, 13, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is nothing more than a ** lie. They are lying about the authorization. We NEVER gave this unethical company any sort of permission to keep our credit card on file, This is one of many lies. We contacted them more than 5 days before the ILLEGALLY charged our card and have proof with ********* Insurance (our insurance broker) We also have emails and a completed ******** stating they would refund the illegally stolen funds. These people are criminals, we have also filed with the ***** Insurance Board on their criminal activity. Also since they have done this illegal activity ********* Insurance has dropped them as a broker because they are also that upset with the liars. I don't know if these people are from ********** but they seam to feel as entitled as those "people" feel. Business Response /* (1000, 17, 2022/11/08) */ *** Case #: ******* In the previous response, we confirmed that we received notice of the credit card dispute that you filed on 09.14.22. Based on our review, the dispute was resolved on 10.21.22 and a refund was processed to your credit card. Please review your records to confirm receipt of the refund, keeping in mind that the refund may not be visible in your records for a few days. Consumer Response /* (3000, 19, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They need to pay us interest for stealing our money for over 2 months. Should be the same fees as the credit card would charge. Or who ever processed should go to jail for theft and credit card fraud. Business Response /* (4000, 21, 2022/11/28) */ *** Case #: ******* When the policy was written, the terms and conditions that you electronically signed included authorization to retain credit for debit card information for future payments and authorization to charge that credit or debit card. A copy of the signed terms and conditions was previously made available to you and can be accessed through the Hippo online customer portal. We did not receive any requests to change the payment method, while the policy was active. In the previous response, we confirmed that the credit dispute was resolved on 10.21.22 and a refund was generated to your credit card. Your dispute has been resolved, through your credit company and we are unable to provide any additional fees or interest payments. Sincerely, Hippo Underwriting Hippo Insurance Services Inc.

• Initial Complaint

  Date:09/12/2022

  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.

  The insurance company, Hippo, has yet to solve my mold problem at my house. This had been goin on for two years. They've been getting paid for insurance but they have done nothing since then. The mold has become so bad over the last years in the house, that it has started down the in basement and is now beginning to appear in upper parts of the house. The mold comes from the rain coming into the basement. They also havent been returning none of my calls. Feels like I've been playing phone tag seeing that whenever I call they never answer. Please help solve this issue and be sure they clear these places of mold as well as any other place mold is present: the two bathrooms upstairs and the basement. Please feel free to call me or send an email***************************************************

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/22) */ September 22, 2022 We have reached out to the customer to explain the next steps in the claims process and what is needed to move the claim forward. Thank you.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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.

  WE went out of town on 07/15 and returned on 07/16. Upon entering the house we noticed that the kitchen floor looked warped. We pulled the refrigerator a way from the wall and saw water. We immediately shut off the water going to the fridge and cleaned it up. We unplugged the fridge and emptied it. We went down to the basement and noticed a water leak into the basement (right under the fridge) so we put a bucket under it. As the fridge was defrosting we wiped up the water every few minutes to keep it from leaking into the basement and doing any more damage. On Monday Morning 07/18 we filed a claim with HIppo Insurance. On Tuesday 07/19 Code Blue was sent out to look at the damage. They brought in drying equipment and left. On Wednesday 07/20 I received a call from ********* at Code Blue, he informed me that he had no vendors in our area to do the repairs and asked me to contac************ our adjuster. I called***** at 10:45 AM and left a message. When I had not heard back from him the next day 07/21 I again called left him a message and also spoke to **************. Again, no reply. I finally heard from***** on 07/22. He informed me that ***** has no contractors in our area and we would have to find our own contractors. I then spoke to *************** from Code Blue and he informed me they would be able to do the work.****** told me once the drying machines were removed and they had a better understanding of the damage ***** would send an adjuster out. The drying equipment has been out our my house for almost a month and I have been unable to get in touch with***** ***** or****** ********* I have emailed and contacted***** by phone and have not received a reply to either. Currently our kitchen is torn up and the drywall is down in the basement. We would like a resolution to the problem.

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/22) */ September 22, 2022 We have been in contact with the customer and explained the next steps in the claims process, confirming what is needed to move the claim forward. Thank you.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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.

  Filed a claim with Hippo Insurance for a water lost claim since 08/11/22 and the problem has not been resolved and there has been little to no communication on their behalf after numerous attempts. It's now 09/08/2022 and I am still trying to resolve this issue and get the damages restored from the water loss so that we don't accumulate further issues. I am at a lost of words and solutions because I can't get anyone to respond. Desperately seeking help. Thanks.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/16) */ September 14, 2022 We have been in contact with the customer and confirmed all approved payments have been issued to date. Please let us know if additional information is needed.

• Initial Complaint

  Date:09/07/2022

  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.

  I contacted HIPPO on 05/12/2022 to file a claim for wind damage. At that time, they told me that an inspector would be contacting me to set up appointment. After three weeks of waiting, I contacted the insurance company again. They stated that the inspector should have contacted me by then and that they would look into it. I received no call back so after another 2 weeks, I called them back. The next day, I received a call from the inspector. I asked that he meet with the contractor at the home to go on the roof for the inspection. This inspector cancelled 3 different appointments with the contractor and then showed up randomly early evening a couple days later. Because he chose a day in which it had rained, he did not go onto the roof to inspect it but instead, took pictures from the ground. My house is a two story house with a 10/12 roof pitch. Several more weeks went by and I had tried to contact the insurance company numerous times to get the status of the claim. They kept telling me that the inspector had not sent his inspection report to their portal. At that time, the contractor submitted an estimate to replace the entire roof. His estimate was $23,500.00 based on the materials, tear off, disposal, taxes and labor. A couple weeks ago, they sent out a second inspector who deemed the roof needed to be replaced. After about a week, I received an email from HIPPO stating they had finalized the claim and were mailing a check out in the amount of $4,392.83. This will not even cover a portion of the materials needed for replacement. That was last Wednesday. I tried to contact HIPPO every day numerous times with no return calls. I even spoke to a new claims rep who filled out an expedite "urgent" memo to have someone call me back to discuss this. I tried calling again today to no avail. I am now being ghosted by the insurance company and there is no way to replace the roof for $4,392.83. Nobody will return a call to resolve this.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/19) */ September 16, 2022 We have been in contact with the customer and confirmed all approved payments have been issued. We have explained what is needed to consider additional payment. Thank you.

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  7/31/2022 our refrigerator line busted flooding our kitchen, dining, and basement. We filed a claim with hippo insurance that day. We were not able to get in touch with our claims rep for 11 days after repeatedly emailing and calling. Finally after getting in touch he was extremely rude and argumentative and when we were explaining that our home is unlivable and our floors are ruined we're a little upset it's taken this long to which his reply was "It's fine." This conversation prompted us to request his supervisors info, after arguing again and ignoring us we were finally able to get his supervisors information. Contacted her, explained the situation, she apologized said she would oversee our claim along with him and we would have no more issues. Our house is unlivable so we were offered housing, we sent the rep all the required info about our family and pets, we were told a company would reach out to us. After not hearing we reached out again and found out our rep had given the wrong phone number and email to the company, when we finally got in contact with them they had everything set, only our rep didn't give ANY of our children or pet info so all the work the company did was for nothing and the process had to restart leaving us in hotel rooms for three days. Since this we have had to correct our phone numbers and emails because our rep continuously refuses to make sure he's responding correctly. We requested a new rep from the supervisor which was ignored, we have had questions go unanswered and ignored, we requested the supervisors supervisor and was ignored, now the supervisor has now gone on vacation! We have all emails and communications, we have tried several times to escalate our case but keep running into dead ends. This is the worst experience we have ever had. We just want this finished so we can search for another company. ************************************************************************************* have been put out over a month now.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/16) */ September 14, 2022 We have been in contact with the customer and confirmed all approved payments have been issued and all concerns have been addressed to date. Expectations have been set with the customer to resolve any outstanding items. Please let us know if additional information is needed.