Complaints

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

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  Florida Peninsula Insurance Company

  903 NW 65 Street Suite 200 Boca Raton, FL 33487-2854

  
• 

  Florida Peninsula Insurance

  100 Paramount Drive, Suite 100 Sarasota, FL 34232

• 

  Florida Peninsula Insurance

  PO Box 33010 Tampa, FL 33630

• 

  Florida Peninsula Insurance

  PO Box 50969 Sarasota, FL 34232-0308

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:10/11/2023

  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.

  We received a letter from Florida Peninsula stating that we need two repairs done on our home or our insurance will be canceled. We (my daughter and I) were very upset to receive this letter. We don't have the funds to make these repairs until January or February of next year (when I receive my tax refund). On October 11, 2023, I called Florida Peninsula's customer service line. I, first, talked to a kind agent, ****** but she transferred me to ****. **** was very abrupt and rude. I tried to explain our situation but she was uncaring and would not listen to my problem. She immediately cut me off and said we DON'T do extensions, is there anything else I can help you with? I was just shocked at her behavior. She wouldn't even let me talked to a supervisor. She snapped and said it's corporate policy, NO EXTENSIONS! We are very scarred that we are going to lose our insurance. Can someone with an ounce of consideration please help us? Thank you.

  

  Business Response

  Date: 10/24/2023

  Thank you for allowing us to address your concerns about your policy handling and the most recent telephone phone call to our company. We take feedback very seriously and have reviewed the telephone call referenced in your complaint. We agree we could have appreciated your situation and clarified the required repair timeline better, so please accept our apologies. Since you indicated you cannot complete the repairs outlined in the letter on 09/12/23, a cancellation notice will be issued shortly. However, this cancellation notice will provide you additional time to submit acceptable proof of repairs to rescind the policy. 
  
  All insurance companies vary in their assessment and underwriting criteria, and we understand that you may not choose to or simply cannot comply with our repair requirements to continue the policy. If this is the case, we recommend you contact your agent to obtain replacement coverage as soon as possible to avoid a lapse in insurance coverage. 

  Thank you, 

  Florida Peninsula Insurance Company

   

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20724515
  
  I am rejecting this response because: Im highly disappointed by Florida Peninsula. Our original homeowner insurance, UPC, went insolvent. We were given such a short time by our agent to conduct a 4 point inspection and a wind mitigation inspection to apply for new insurance quotes. We were offered several quotes. Florida Peninsula, by far was not the cheapest quote. But we heard such good reviews about them and they were highly rated by the BBB. So we chose Florida Peninsula to be our new home insurer. But I believe we chose the wrong company for us (my adult daughter and I). I mean to demand you buy a $15,000 brand new ** system in 30 days is quite unreasonable. First, our current ** system is working fine, Second, that is a very, very big purchase that takes proper time to research, and Third, we have a home warranty contract that covers our ** system (and other appliances) if any issues should arise. I do agree we do need to replace the wood panels on the exterior of our home and we are going to get quotes next week. I also believe Florida Peninsula needs to train their employees better. I emailed Florida Peninsulas customer service and underwriting department weeks ago before I called ***** To this day, I still have not received a response. Also, **** was misinformed too. She said I could call my agent and remove the ** from my policy. My agent was just stunned! She said that is absolutely not possible! Im a retired school teacher. I receive a small monthly pension and a small monthly SS check. You can see how this is concerning to me and my daughter. And also financially challenging. Thank you for your time and consideration.
  
  ***************************************************

  

  Business Response

  Date: 11/01/2023

   We thank you for your feedback; however, our position on the required repairs within the required time frame remains the same. Please remember, as stated in our previous response, that the cancellation notice, when issued, will allow for additional time to submit acceptable proof of repairs to rescind the cancellation. Again, we understand you may disagree with our assessment of your property. If so, we recommend you work with your agent to obtain suitable alternate insurance coverage for your home as soon as possible to avoid a lapse in coverage. 

• Initial Complaint

  Date:07/17/2023

  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.

  File a claim on 6/29/2023 and was assigned an adjuster immediately. The adjuster contacted me that same evening and had a restoration company come to the home. The restoration company completed their work (due to a water leakage a couple of floors above, we had to remove flooring, and a couple of walls were water damaged). The following day I called the adjuster, left a message inquiring about the next steps. Since then, I have been leaving messages daily, I have called the company's **************** several times. To this day, I have yet to hear from these people. Meanwhile, my home is a complete mess.

  

  Business Response

  Date: 07/18/2023

  Thank you for contacting us.  This file is approximately three (3) weeks old, and we have been on top of the file and in communication with the customer throughout.  In **********************, claims are generally required to be closed within 60 days; however, we expect to have this claim resolved in a much quicker fashion as per our normal procedures.  We are, of course, required to thoroughly adjust and vet every claim as required by law, and to pay only those claims and amounts that are owed and covered by the applicable policy.  In the instant matter, we received a report of a water-plumbing claim on or about 6/29/23, for a loss that was said to have occurred four days prior, on 6/25/23.  The customer was contacted the same day as reported, and the inspection of the property was carried out within 48 hours -- just two days after we were initially contacted.  Within five days we received photographs from the restoration company, and began working on the scope and adjustment documentation.  We made an outbound call to the customer on 7/13/23, and then spoke to the customer again when they called in the following day.  Today, 7/18/23, we received supplemental photographs and information from the restoration company, and will review those items as well to determine coverage, scope, and any applicable payments due under the subject policy.  We spoke to the customer this morning (7/18/23), and explained that we needed that report prior to finalizing the claim.  The insured stated that they understood and thanked us for the assistance.  We will reach out to the customer again as soon as we have prepared the final report on this claim.  Should the customer have any additional questions, we may be reached during the business day; we currently have zero hold times to speak with a licensed representative.  Thank you for permitting us to explain the current claim status.

• Initial Complaint

  Date:05/23/2023

  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.

  On April 17, 2023 I requested that my ex-wife be removed from my Florida Peninsula home owners insurance because the ownership of the home was transferred solely to me. I made the request to ********* Insurance Services Agents ***************************** and ***************** after speaking with ******* and getting instructions on what documentation she needed. I sent her the Quit Claim Deed with a written request (attached copy of email). A week later, after looking into other company's rates, I decided to switch insurances and requested that ****************** begin the process of cancelling my policy. She never said anything else about the removal of my ex-wife from the policy. She simply told me that the check could take us to 10 days to arrive. After one week, then two weeks, then 3 weeks, I kept checking in with Florida Peninsula about the check and was told that it was mailed. At three weeks I had a suspicion that perhaps the check got diverted to my ex-wife's address. I got confirmation that my suspicion was correct and that the check and mailing was in her name. She promptly cashed the check. When I reached out to both ********* Services and Florida Peninsula they said that they would not issue me a new check even though it was their fault that she was not removed from the policy. I sincerely hope that you are able to help me resolve this so I can get my $7,000. I have had to pay for the new insurance policy without the refund.

  

  Business Response

  Date: 06/01/2023

  Thank you for the opportunity to respond.  At the time the policy was cancelled, it listed 2 policyholders and the refund was issued correctly to both policyholders. We were not notified of a change in ownership,nor did we receive a request to remove the ex-spouse until after the policy was cancelled. Our banking records indicate the check was cashed and endorsed by one party, but due to banking privacy issues, we are unable to confirm if the consumer was also listed on the bank account. If she was not jointly listed, we can provide her with a fraud affidavit form which she can complete, and we can submit to our banking institution for research and possible reimbursement. At the very least, she would receive information to pursue reimbursement from her ex-spouse,and at most, we may recoup the funds.
  We empathize with the consumer, but we are unable to issue her another refund check. However, to assist her we will email her a fraud affidavit to complete and return to our Accounting Department. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20095931
  
  I am rejecting this response because: While I appreciate their offer to send me an affidavit of fraud and I will absolutely take them up on that, I did make the request to the agent at Strategic Insurance Services per their instructions. I have attached the email that I sent with the Quit Claim Deed showing only my name and making the request. They failed to complete the request therefore causing the check to be sent with my ex-wife's name and forwarded to her address. I do want them to send me the fraud affidavit so they can issue ME the refund once they confirm that she deposited the check into her account. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/13/2023

  Thank you for the opportunity to correspond on the follow up.  Please note we have received the completed Fraud *********, and it has been forwarded to our financial institution. This process between banking institutions may sometimes take 90 days.  However, once we know the outcome, we will immediately contact the consumer via email.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20095931
  
  I am rejecting this response because: I am awaiting the result of the investigation. I feel that my patience in waiting for them to finish their investigation is showing my good faith in working towards a resolution. In actuality, I should have had this refund reissued as soon as they realized that they made the mistake of not removing my ex from my account when i made the formal request. I will wait until the matter is resolved before I am ready to accept that this complaint has been resolved. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/23/2023

  Were sorry the insured is rejecting our response. To clarify,our policies are not transferable, and we have no legal obligation to remove a listed Named Insured from our policy. As stated in our previous reply, we have not made a mistake; our policy listed 2 Named Insureds and the refund was made payable to both insureds. The refund was mailed to the consumers address, as it should. We have no control and cannot be held accountable for actions taken by others. We are going above and beyond to assist this consumer, and we will communicate the final outcome to the consumer. If the outcome is not in her favor,we will be unable to further assist as it appears it will be a civil matter between the two parties.  At this time, we respectfully request you permanently close the file. 

• Initial Complaint

  Date:02/25/2023

  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.

  *****# FPI232673. We originally filed a ************************************ claim for Roof and other home damages (cracked windows, screens, fence damage, etc) in November 2022. Our damages exceeded our Hurricane deductible and we have replacement coverage with Florida Peninsula Insurance.Florida Peninsula issued a blanket first denial despite the damage estimates exceeding the Hurricane deductible. An insurance appeal was filed in January 2023 (uploaded as a supporting document) and a roofer (Suncoast roofing) was contracted to replace our damaged roof. We held off on replacing the roof while the roofing company sent extensive documentation and photos and a quote for the replacement because piecemeal repairs would not be insurable by any company to the Florida Peninsula adjustor for the appeal.This documentation verified that the roof damage and replacement needed exceeded the Hurricane deductible.Despite this information, the Florida Peninsula Insurance adjustor refused to revisit the home and walk through the damages with the roofer during the appeal process, The ** Peninsula adjustor has since issued a 2nd denial. We cannot wait any longer to have our roof replaced and our roofers will start work on March 15th to replace the roof.Florida Peninsula owes us the cost of the replacement damages that exceed our Hurricane deductible ...not just for the roof but also the other damages listed on the uploaded appeal.Our roofer contact is ***************************, Field Estimator, Sun *************************** ************** and his email is uploaded as a supporting document.The Florida Peninsula adjustor who never met with our roofer on site to go over the damages during the appeal process is ***** Means, Senior Desk Adjuster ************, Florida Peninsula ***** Services, *****************************************************************************, Adjuster License #******* We would like this settled as we are owed several thousand dollars by Florida Peninsula insurance.***************************.

  

  Business Response

  Date: 03/01/2023

  Thank you for contacting us.  We have spoken to the customer recently, and re-opened the claim to review the new documents and information submitted or to be submitted by her and her contractor(s).  As per normal procedure, our in-house team of examiners and adjusters will review the information presented and make a determination.  Once we have finalized that supplemental review determination, the customer and the agent will be contacted with full findings.  We have explained the time frames to the customer, and are working diligently to review the additional items.  Should you or the customer need further information, we may be reached at our **************** Hotline during any business day.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19496069
  
  I am rejecting this response because it is inaccurate as to the current status of the Insurance appeal.

  We have in our possession a 2nd denial letter dated 2/23/23 from Florida Peninsula....this was after the filing of the January appeal and their receipt of documents from our roofer on January 18th.

  To date and prior to the 2nd denial:

  1. There was additional or new due diligence conducted by Florida Peninsula as it relates to the additional information and documents provided for the appeal in January 
  
  2. There has been no response from Florida Peninsula to the information provided in January...just a 2nd denial letter that mis-quotes our roofers information provided and reattaches their ******* adjustors old report from last year.

  3. There was no attempt by Florida Peninsula to communicate/discuss the appeal or information provided with either the roofer or homeowners prior to a second denial.
  
  4. There was no attempt by Florida Peninsula to meet on site with either the roofer or homeowner prior to a second denial.

  Additional attachments are included from the roofer and the 2nd Denial letter from the insurance company

  We had a wind mitigation report completed when we bought the home a few years back.

  The roof was deemed acceptable for replacement coverage insurance based on that report and Florida Peninsula issued said coverage.

  Prior to Hurricane ***, we had a fully insured home and roof.

  After Hurricane ***, We have an uninsurable roof that needs to be replaced and an insurance company that will not honor that replacement coverage

  Florida Peninsula stating the roof can be patched is unprofessional as this will leave us with an uninsurable roof (not what we had prior to the storm) and would be a basis for insurance denial should there be future storms with only a patched roof.

  
  Sincerely,
  
  ***********************, Esq (insured)

  Additional insureds for this complaint are *************************, *********************************** and *************************

• Initial Complaint

  Date:01/03/2023

  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.

  We had a leak on 12/15. The adjuster that isnt an employee of Florida Peninsula came on the 20th somehow could find the leak. Sent a leak specialist on the 21st that found the leak within seconds. Waited till today 1/3 to get a denied answer. Ive emailed 5 times throughout the process with no reply back. *** asked multiple times to speak to someone higher up was told that they dont have phones numbers for their direct supervisor. Was told today I would get a call from the supervisor that also did not happen. I am unhappy with the service this company has given me, never complained once about our insurance going up 130% in the last five years. They cannot even show empathy for our family that now has mold after almost 20 days of them doing nothing. I think if nothing else someone that actually works for the company comes and takes a look or someone from the leadership department gives me a call. I can even see the actual claim, just a sorry but nope. I dont feel there is enough evidence to deny my claim especially since nobody from the company actual came to my property.

  

  Business Response

  Date: 01/05/2023

  Thank you for contacting us.  We have been in contact with the insured as recently as today, 1/5/22.  We explained as follows:

  "Called insured *************************, spoke with him and introduced myself.  I told him we are going to request a structural engineer inspection and that I will attend and do a joint inspection.  ****** was very cordial, and understood and expressed to me that he doesn't want to rip of the insurance company, he just wants answers.  I told him ********************************* will be calling him to schedule an inspection and he was very thankful and looked forward to meeting me.  End of call."

  The matter is undergoing the adjustment process, and we are in touch with the customer.  Should you require further information, please contact us.

   

• Initial Complaint

  Date:11/27/2022

  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.

  I have to call this company daily and they are refusing to put me in contact with anyone who can answer any questions about our claim. It took over a month to get them to assign someone to come out that would contact us and we have not had any contact since. When I call now I am told all different excuses for why someone won't call me and they will not give a timeline. I am not able to get a report or any information let alone and documentation that my calls have been "escalated". This is unacceptable.

  

  Business Response

  Date: 11/28/2022

  Thank you for contacting us.  This matter is in "approved for closure," meaning that the claim should be finalized within the next seven (7) days.  We have spoken to the customer as recently as two (2) days ago.  While we understand the customer's feelings, the State has undergone two catastrophes (hurricanes) within the past two months.  We are working as quickly as possible to pay claims accurately and fairly.  As a financial institution, we are required to rigorously review all claims before they are finalized and closed.  The customer and their agent will receive a full letter and report once the manager has completed the review.  We stand willing to assist in any manner necessary.  Thank you for permitting us to explain.

• Initial Complaint

  Date:11/17/2022

  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.

  Florida Peninsula Insurance company has been my home insurance provider for the last few years. They have faithfully raised their rates each year without fail, sometimes doubling/tripling my rates. I received notice at the beginning of September that they weren't renewing my policy. Fine. That's rampant across the state. I was happy to receive ample notice. On September 29, Florida was slammed by Hurricane *** bringing devastating damage to a large swath of the state, my house included. I filed a claim with the company on Oct 3. An adjuster inspected my home on Oct. 8. He told me he was going to put in for a new roof. Since then, it has been a near daily battle with the Florida Peninsula to get any information on the status of my claim. I've called repeatedly. I've left messages. I've been promised phonecalls that have not occurred. I need to know if they are going to offer any payment for my claim so I can begin the process of getting a new roof to obtain new insurance coverage. This is absurd. The company's role is to provide coverage for these types of incidents. At minimum, they need to communicate with their clients.

  

  Business Response

  Date: 11/22/2022

  Thank you for contacting us.  This claim was reported approximately six weeks ago, and we have been in constant and ongoing communication with this customer.  We have made ourselves available for any and all inquiries, and continue to be available for further status updates.  This is part of Hurricane ***, in which thousands of claims were received in a short time period, and we are working diligently to adjust and close files as rapidly and accurately as feasible.  We have spoken to the customer - just this month -- approximately six (6) times.  While we have 90 days to resolve the matter by law, we expect to have this file closed well within that time frame.  The Team Lead and supervisory personnel are working on the file diligently, and claims management attempted to call her today and left a message with current status.  We stand ready to assist as needed.  

• Initial Complaint

  Date:10/11/2022

  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.

  We suffered Hurrican *** damage and my husband contacted Florida Peninsula Insurance on 10/3/2022. We never heard back, rather a random guy named ******* started to call my husband about swinging by to view our home's damage. Please keep in mind CMR Roofing made multiple stops at our home as well pressuring us to sign an AOB. ******* showed up today, Oct. 11, 2022 to view our home. We asked for credentials he had none. He told us to call our "Insurance Company" which we did. I, personally, was on the phone approximately 2 hours to find our if this claims adjuster was legitimate and NOBODY could help me. Why can't I call my insurance company to find out if the adjuster who arrived at my home was actually sent by them? I continued to be referred to an 888 number, opt 2, which directed me to a website. As I explained to the horrendous "supervisor ******" we don't have internet thanks to *** and was told she couldn't help us any further, referred me to a website, and hung up. Please someone review the recorded line. We were without water for days, power for 10 days, zero gas, roof damage with possible leaks, still have limited phone service and zero internet. Why can't my insurance company tell me if the guy who showed up was legit? To me, this is deplorable and unacceptable. I had to spend precious gas to get to a public wifi to send this. Will also be opening a complaint with the Florida Ins Commisioner. I just need to understand WHO is a legitimate representative of Florida Peninsula Insurance and they can't even tell me that. Scary times.

  

  Business Response

  Date: 10/13/2022

  Thank you for contacting us.  Our review of the claim file indicates that the adjusting and customer service team have been in regular contact since the Hurricane *** claim was filed.  As this was a catastrophe, time frames are reviewed within those obvious constraints.  We spoke with the customers, including outbound calls made to them, on 10/6/22, 10/8/22, 10/9/22, and 10/11/22.  The adjuster had set the inspection for 10/11/22, and was refused admittance when arrived as agreed with the customer.  The customer apparently needed "verification," although the reason for that is unclear since the time and date were set up by the customer.  She alleged we were "closed," but we answer calls (for catastrophes) 24 hours per day.  In addition, we have had zero wait times on our phones since 36 hours after the initial landfall of the hurricane, and we have had upwards of 200 staff members answering claims calls.  We find no calls in our system from the customer on or after 10/11/22.  Perhaps the customer called the wrong company, but we remain here - with no wait times -- ready to answer any and all inquiries.  We appreciate you allowing us to explain the truth behind the customer's false allegations.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18199774
  
  I am rejecting this response because: there is just so much wrong and incorrect with it. The person who showed up at our home claimed to be with Florida Peninsula and ****** Insurance but when asked, could not produce any id or licensing information. The "adjuster" told us to call the insurance company. When I called the toll free number for Florida Peninsula and ****** insurance nobody could confirm or deny whether the person who showed up at our home was legitimate.  I was on the phone for over 2 hours and can prove it through my call records regardless of their denying I ever called.  I'm seeing lots of denial and no customer service. They took our money and when we needed their help and support we received denials, finger pointing, blaming and no help. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/26/2022

  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.

  Insurance company refuses to repair roof damage from storm and my sons room is growing mold and has had an impact on his health.

  

  Business Response

  Date: 09/27/2022

  Thank you for contacting us regarding the consumer's inquiry.  The claim was reported to us 8/26/22, and was closed on 9/14/22 -- in less than three (3) weeks.  The customer and agent were notified of the findings, and we have been in further contact with the consumer as well.  

  Our letter to the customer and agent, stated, in pertinent part:

  "Please allow this correspondence to confirm that we have concluded our investigation with respect to the referenced claim pursuant to our loss site inspection, information obtained from you pertaining to the reported loss, and the policy provisions. This loss was reported to us on August 26, 2022, and it was reported to have occurred on August 19, 2022. It was reported that rain from a recent storm resulted in roof leaks that caused water damage to the ceiling surfaces in various rooms of the dwelling. At the time of our loss site inspection on September 02, 2022, we observed what appeared to be light staining on the ceiling surface of two bedrooms and a slight difference in the ceiling texture
  in the living room area. Our inspection of the exterior walls and roof of your home revealed no evidence of any damage or openings on the roofs surface, or any other area on the exterior of your home that might have been caused by a windstorm or any other peril for which coverage is afforded under the terms of your insurance policy. It would appear that the rainwater intrusion and ensuing damage to the interior of your home resulted from the wear and tear or deterioration of components of the roofing systems above the areas of damage. The subject policy, under which you are seeking insurance benefits, does not afford coverage for damage caused to the interior of the home by rain unless a covered peril, first damages the building causing an opening in a roof or outside wall, door, or window and the rain enters through this opening. The policy also does not afford coverage for losses that are caused by wear and tear or deterioration. In addition, faulty, inadequate, or defective design, specifications, workmanship, repair, construction, renovation, remodeling, grading and/or compaction, as well as, materials used in repair, construction, renovation, remodeling and/or maintenance is specifically excluded. For your convenience, we have attached an excerpt detailing the applicable policy language clarifying our decision."

  In summary, the adjusting team did not find any covered damage from any covered peril.  Damage from wear and tear and deterioration is excluded from coverage, as these are maintenance issues.  Unless the force of wind or other object creates a sudden and accidental opening in the roof, the "leaks" are simply not an insurance issue.  We explained this to the consumer and stand available to do so again if needed.  Any repairs are the responsibility of the consumer.  We certainly appreciate the consumer's concern, and we can answer any additional questions. 

  Thank you for bringing this matter to our attention.