Complaints

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:01/17/2025

  Type:Billing 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.

  In 2023 we purchased a new home in ************, ** and during settlement it was agreed that taxes and insurance would be escrowed from loan. In 2024, my loan company, Mr. ****** did not escrow my insurance, so I had to pay. Now in 2025, Mr. ****** did not send payment until 1/9/25 to servicing company, Millenial Specialty Insurance when payment was due on 1/13/25. I am now being told that payment is overdue and could face cancellation of policy. I have tried several times to contact my insurance company, Westwood Insurance since 2024 and have never received a resolution or assistance with the issue(s) of escrowing my insurance payment. Refer to attached documents

  Business Response

  Date: 01/23/2025

  Dear BBB,
  
  Thank you for the opportunity to respond to ******* ****** complaint submitted to the BBB dated December 2, 2024. We have reviewed this matter and provide the following response.
  
  MSI is the program administrator for QBE Praetorian Insurance Company which is the carrier for Ms. ****** policy. Westwood Insurance Agency, LLC is the agency for the policy. The initial policy was issued for the period January 13, 2023, through January 13,2024.  The policy renewed for the period  January 13, 2024, through January 13, 2025. As of the date of this response, payment has not yet been received for the renewal period January 13, 2025, through January 13, 2026.
  
  The initial policy was issued as a mortgagee billed policy effective January 13, 2023, to be billed to ************************** (see: ***** - QBE Dec Page 2023_2024). Westwood received notice that the mortgage was sold shortly after the closing and the policy was updated to reflect billing to the new mortgagee, ************************ dba Mr. ******  (see: QBE Dec Page 2023_2024 v2 Update Mtg Clause).
  
  When the policy renewed for the ********* term, the policy showed the mortgagee to be billed as ************** ****** (see: ***** - QBE Dec Page 2024_2025). On 1/26/2024 Ms. ***** spoke with our agent, ****** *., who confirmed that the policy was mortgagee billed to ************** ****** and advised that Ms. ***** call and speak with her mortgage company to ensure the escrow account is correctly set up as we cannot assist with that matter.
  
  As of 1/22/2025, Ms. ******* policy is still mortgagee billed to ************** ******, however no payment has been received from ************** ****** or the insured. For this to be resolved Ms. ***** will need to contact ************** ****** about the issues with the escrow account and the apparent failure of ************** ****** to issue payment, and to arrange that the late payment for the premium is issued promptly. Alternatively, she may reach out to Westwood Insurance Agency and remit payment of the premium directly.
  
  Thank you for providing us with the opportunity to respond to this matter. If you need additional information,please let us know.

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

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22823916
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/27/2025

  In 2023 we purchased a new home in ************, ** and during settlement it was agreed that taxes and insurance would be escrowed from loan. In 2024, my loan company, Mr. ****** did not escrow my insurance, so I had to pay. Now in 2025, Mr. ****** did not send payment until 1/9/25 to servicing company, Millenial Specialty Insurance when payment was due on 1/13/25. I am now being told that payment is overdue and could face cancellation of policy. I have tried several times to contact my insurance company, Westwood Insurance since 2024 and have never received a resolution or assistance with the issue(s) of escrowing my insurance payment. Refer to attached documents

  Business Response

  Date: 02/03/2025

  We have resolved this matter and reached out to Ms. ***** confirming the desired outcome has been attained. 

  Customer Answer

  Date: 02/06/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/30/2024

  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 Westwood Insurance (who I have for my Homeowner's Insurance) on 5/29/2024. I waited on hold for a very long time and finally spoke with a very RUDE customer service representative at ****** EST. When I asked her about an email I received from the company, she spoke in a very rude manner, blew into the phone and then put me on hold for several minutes. Before she placed me on hold, I asked her if the call was being recorded because I know the *** requires it and that is when she put me on hold. She never came back on the line. At 4:37, she disconnected the call. Because of this, I was unable to give feedback on the survey. I will be canceling my policy. She needs to be reprimanded AND someone needs to contact me via telephone, immediately!

  Business Response

  Date: 06/03/2024

  On behalf of Westwood, we thank you for the opportunity to address this customer's concerns. The insured contacted our office seeking information regarding an email from her homeowners insurance carrier. Before discussing the matter, she requested that the call be recorded. While the representative set up the recording process, the call was unfortunately disconnected.
  

  The insured called our office again within minutes and requested to speak with a supervisor. She was successfully connected to one. Our call center supervisor explained what had occurred during her prior call and apologized for the inconvenience. The customer assured us that her concerns were addressed, and the supervisor concluded the call to her satisfaction.
  

  Westwood prides itself on providing exceptional service to all our clients, including this customer. Once again, we apologize for the inconvenience she experienced.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21776039
  
  I am rejecting this response because: this is absolutely NOT what happened!  The customer service representative was RUDE!!!!!  She was NOT setting the call up to be recorded.  She continued to sigh during the call when I asked her if the call was being recorded and the only reason I asked is because of her rudeness!  I informed her that I knew all about the *** regulations and that is when the *** became upset, put me on hold for SEVERAL minutes!!!  I did speak with a supervisor who apologized and stated she would listen to the call but what has been written here is a lie!  The *** I spoke with initially was absolutely rude and disgusting and I will be finding another homeowners insurance because of it.  Be it known, this *** did NOTHING to remedy the quality of the call!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/06/2024

  As communicated by the supervisor who spoke with this insured, we apologized for her experienced. We take pride in the service provided to our customers and will continue to train our representatives to ensure exceptional service is provided.
  Since a Westwood supervisor has addressed the concerns with this insured, we believe their is no further action required regarding this insured's concerns and ask that the complaint be closed out.

• Initial Complaint

  Date:04/11/2024

  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.

  Ive been with Westwood insurance company for 8 1/2 years. I put in a complaint well a claim for damages to my home. I was then notified by the agency that my insurance will be ending six 1224 they wont renew my insurance because of my claim, I have water damage that came up to 6000 and so they said theyre not gonna renew my insurance due to this right here and theyre not gonna honor the claim

  Business Response

  Date: 04/15/2024

  We are in receipt of the complaint submitted by this insured. A review of her policy reflected submissions of three (3) or more claims which in accordance with the insurers underwriting guidelines no longer qualified her for the policy. Therefore her policy was set to nonrenew. As a longstanding valued client of Westwood, an agent has reached out to her on April 15th to provide her additional coverage options by providing her with quotes with other carriers. We remain committed to assisting her with her insurance needs.

• Initial Complaint

  Date:03/14/2024

  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 made a claim on my house for leakage repair and I got it fixed however, upon my surprise, I received a letter claiming that my fire insurance policy will not be renewed. I called the insurance company, and they claimed that they left QBE insurance corp but I was not under impression that it was due to my claim. Now, Ive been reaching out to other insurance companies and no one wants to *************** and I believe it's because of this company. Ive called the agency that represents QBE but I'm not getting any response.

  Business Response

  Date: 03/18/2024

  We thank you for this opportunity to address the concerns presented by this insured. We have contacted and spoken with this customer and provided a detail explanation as to his nonrenewal. Additionally, we are assisting him with obtaining other coverage options with coverage quotes. We value his business and hope to continue to be able to assist him with his insurance needs.

• Initial Complaint

  Date:03/12/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  unauthorized changes to Mortgage insurance This is my second time having this company make changes to my account without authorization, the most recent happened on 03/05/24, my mortgage company sent a payment to an insurance company that I am not with nor have signed up for. with the letter they sent they request phone call or email to ***************************************** an undeliverable email.Westwood Insurance agency mailed a letter 2/26/24 sent a letter that I received on 03/08/2024 advising me of the change, when i log onto my lenders site they have sent this payment to the unauthorized company: Hazard Insurance03/05/2024AMERICAN BANKERS OF *******$2,517.00.When covid started this happened and I called Westwood and requested that they make no changes to my account with Nation Star, I was assured that this was would not happen again, during that time i was able to catch this and stop payment. and notified the agency the money was being sent to and advised i did not authorize these changes. I had never heard of this company before this happened.now in 2024 they have made changes again to my account, I had a policy that was being canceled on 03/08/2024, and I changed my provider and funds had been sent in my authorized provider: Hazard Insurance02/20/2024HOMESITE INSURANCE COMPANY$1,324.00 Westwood has an account number of ******** I would like ********************** to deactivate any accounts associated with me and for them to stop completing unauthorized accounts. this affects my monthly payment, my escrow, my time to have to call my mortgage lender ***************, the place they sent the money Assurant, and West wood.

  Business Response

  Date: 03/18/2024

  We thank this customer for bringing her concerns to our attention and welcome this opportunity to address them. We have reviewed her account and can assure her that policy obtained on her behalf has been cancelled. The cancellation was processed on March 12, 2024 effective the commence of the policy and she can expect a refund within Seven (7) to ten (10) business days from the date of processing.
  We invite her to contact our customer care team at ************** should she encounter any delays. 

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21408205
  
  I am rejecting this response because: The Funds have not been sent to myself or Nation Star I'm still awaiting correction.

  I spoke with someone with Westwood 03/11/24 I also informed the agent it was my understanding in March (year of Covid) when I originally learned about Westwood; They no longer would be linked to my account since they decided to part ways with an insurance I obtained when with **** of America The agent advised me that they changed their minds and  continued on with the company without sending me any information. As of 2024 before this incident I had been advised that this would not happen.

  I have spent hours trying to resolve an issue that Westwood caused.

  This has increased my Mortgage premium and I still have not been reimburse the funds removed from my account without my authorization.

  I would like Westwood to have this escalated for a resolution it has been more than 7-10 business days.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/18/2023

  Type:Order 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 sold my property at *************************************************** ** ***** on 06/30/2023 and have submitted required docs for Westwood Insurance, **************************************************. They have not responded to a chain of emails starting 08/08/2023 nor have they connected me on the phone to a representative! I have been on hold on four seperate occasions up to twenty minutes. I am very frustrated with this company who was recommended by **************. I just want to be reimbursed for my yearly homeowners insurance.

  Business Response

  Date: 10/27/2023

  This is in response to Complaint ID # ******** regarding cancellation of the insured's policy and requested refund. 

  Our attempts to reach the insured have been unsuccessful. We can confirm this policy has been cancelled as requested and the refund has been sent.

  We ask the insured to please contact us if she has any additional questions. 

   

• Initial Complaint

  Date:08/08/2023

  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.

  Can not get of hold company. Company said I was paid up on policy. Got a message I owe on policy, company will not answer the phone

  Business Response

  Date: 08/18/2023

  This is in response to complaint # ******** regarding the insured's difficulties reaching us about an outstanding balance. We apologize for any inconvenience caused by this situation.

  We can confirm we have contacted the insured and addressed his concerns. We look forward to assisting him with all of his future insurance needs. 

• Initial Complaint

  Date:07/26/2023

  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.

  We cancelled our home insurance policy FLA415656 thru Westwood insurance agency ASI prior to April 27. We left messages, emails and voicemails. Called more than 20x and no one returns our calls, not even messages or emails. westwood still charged Veterans United $2,607 without our consent since we already cancelled it. They never talk to us and ignoring us. This company are trying to scam people and should not be in business. We would like to have our money back ASAP. We called ASI and we were told that Westwood already canceled our policy but what happened to the money??? Its been 3 months

  Business Response

  Date: 08/08/2023

  We apologize for the delay in our response to this client's concerns. We can confirm that their request to cancel their policy was processed and a full refund issued. In addition, we have contacted this client to communicate that thier concerns have been addressed. We remain committed to addressing any additional concerns and their future insurance needs.

  Customer Answer

  Date: 08/09/2023

   
  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.

  I also spoke to Mr ***** of Westwood and he told me that I would receive the refund within few weeks. 
  
  Sincerely,
  
  Maybelline ******

• Initial Complaint

  Date:07/10/2023

  Type:Order 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.

  Lack of communication - **************** made several attempts to contact them as they failed to provide evidence of hazard insurance. No return call/email -I made several attempts to contact them to obtain the information and was unable to reach anyone. Due to this reason, I obtained new mortgage insurance and have once again been trying to reach them to cancel the policy. I have instructed my mortgage company to cease sending payments to them and send to the new ins ***

  Business Response

  Date: 07/18/2023

  We acknowledge receipt of complaint ********, regarding lack of communication. 

  We have made efforts to reach out to the insured, leaving voicemail messages and sending emails that include our direct contact information. Our intention is to provide assistance to the consumer. However, as of now, we have not received any communication in response. Despite this, we want to emphasize that we are still fully available and ready to assist the insured with any insurance-related matters they may have.

• Initial Complaint

  Date:06/21/2023

  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.

  For 3 years this company has sent declaration to incorrect lender. I have attempted to reach them since 6/7 to send updated 2023-2024 declaration page to our lender ************** but they have only sent old previous year then when try to get a verbal no answer at all they dont answer call nor return emails or calls. Now my policy is about to be cancelled!!! FLA ******

  Business Response

  Date: 06/29/2023

  We acknowledge receipt of complaint # ******** regarding the insureds concerns regarding difficulties in contacting us to make changes to his insurance policy. 

  We contacted the insured and provided him an explanation of what has occurred with his policy and suggested he contact his lender to address his concerns involving them directly. 

  We remain committed to assisting the insured with all of their future insurance needs.