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:10/26/2023

  Type:Billing 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.

  Mailed check for payment for house insurance sept 28 for the amount of $703, received phone call oct.16 says my payment was late, from Regency ************ *************** florida, oct 18 received phone call from regency saying my payment is late, same phone number, oct 23 received another phone call same phone number says they will cancel my insurance if not received. I made phone call to ************, made credit card payment, Oct 24 they cashed my check payment of $703, called them said it will be over a month for refund of over payment, they knew insurance was paid in full and still cashed check, sounds like they are running a scam, calling customers saying they have not received payment, then when they receive payment, cash 1St check, As a senior citizen can not afford to pay double, then they refuse refund, and not send check for over a month, taking advantage of senior citizens

  Business Response

  Date: 10/26/2023

  Dear ******,
  I hope this message finds you well. I wanted to address the concerns you raised in your recent BBB review and provide some clarification to ensure there is a clear understanding of the situation.
  First and foremost, it's essential to emphasize that Regency Insurance is an insurance agency, not the insurance company itself. As an agency, we act as an intermediary between policyholders like you and the insurance company, in this case, Southern Oak Insurance. We do not have control over billing processes or the collection of payments; these are handled directly by the insurance company.
  In your review, you mentioned that we informed you about the potential cancellation of your policy due to non-payment, which is part of our role. We fulfill this responsibility by notifying policyholders of impending actions, as you correctly pointed out.It's reassuring to know that Southern Oak Insurance subsequently received the payment, as intended.
  We understand that you have experienced some issues related to an overpayment, and we have already taken action to address this matter. We have contacted Southern Oak Insurance, and they are in the process of refunding the overpayment to you. From an agency's perspective, ensuring that you are appropriately assisted is a top priority.
  Please rest assured that we are committed to providing the best service possible within the scope of our responsibilities as an insurance agency. We genuinely value your business and are working diligently to resolve any issues you may encounter.
  If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  Thank you for your understanding and for allowing us the opportunity to clarify this situation.
  Warm regards,

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

  Co-Founder

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20780652
  
  I am rejecting this response because:
  I was dealing with Regency insurance group all calls were made by Regency employees, it was your phone number , also I have a message sent by Regency insurance group that says that they were going to cancel my insurance at no time did I ever talk to southern oak.so the statement you made is totally incorrect, maybe I should be talking to someone at southern oak about your billing practices, and having your employees calling me. Making false statements to BBB and I shows you have no idea what you are talking about.
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/30/2023

  Dear **************,
  Thank you for your feedback regarding your experience with our insurance agency. We appreciate your time in sharing your concerns and would like to address the situation.
  We understand your frustration with your insurance experience. However, we want to clarify that Southern Oak is the insurance company, while we, Regency Insurance, serve as the insurance agency responsible for assisting you with your policy. To that end though, we do not have a say-so in billing, or underwriting decisions. 
  As the insurance agent, we do not determine the terms and conditions of the insurance policy. We are the intermediaries between you, the policyholder, and the insurance company, which in this case is Southern Oak. Our role is to facilitate the purchase of insurance policies, provide assistance, and help communication between the two parties. Just like a movie theater, we are the service provider, not the content creator. We do not have control over the specific terms or underwriting decisions made by the insurance company.  
  To provide further clarity, we can offer to share the policy documents that confirm your insurance coverage with Southern Oak.  You will also see their name, not Regency's on your billing receipts.  
  We have reviewed your 1-star ****** review, and we genuinely regret any inconvenience you've experienced. Our goal is to ensure that all our clients have a positive and transparent experience. If there is anything more we can do to assist you or provide further clarification on your insurance policy, please do not hesitate to contact us directly.
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  Sincerely,
  *******************************

  Regency Insurance

• Initial Complaint

  Date:05/30/2023

  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.

  Company failed to inform me of several different options including that I would have to replace my roof to be able to be with any insurance company other than slide for $6000. Continue to let me think that I could go with Regency and waited to have an inspection. Done to find out that theres nothing Continued to let me think that I could go with Regency and waited to have an inspection. Done to find out that theres nothing I can do. The new policy is three times my old one Regency and slide are both trying to steal for me and have been successful at doing so.

  Business Response

  Date: 05/30/2023

  Dear ****,

  We acknowledge your concerns and apologize for any misunderstandings or frustrations you have experienced in relation to your insurance options and the information provided by our company. After carefully reviewing your complaint,we would like to address the issues raised.
  Firstly,we want to clarify that Regency Insurance Group operates as an insurance agency and independent agent. Our role is to provide a range of insurance options to our customers based on the underwriting requirements set by insurance carriers.We make every effort to inform our customers about the available options,including any specific requirements that *** affect their eligibility.
  In your case, we did explore alternative options for your policy renewal,including considering Citizens Insurance and *********************************.However, during the inspection, it was determined that your home has three years or less remaining on its roof's lifespan. This information is vital for insurance carriers to assess risk accurately and determine coverage and premiums. We apologize if this requirement was not clearly communicated to you initially. This makes the home ineligible for coverage with Citizens and with Universal they require the inspection to be done by a specific ****************** for it to be considered acceptable range of life.
  It is important to note that your previous insurance company went insolvent, and Slide Insurance graciously took over all the accounts. While the pricing of the new policy *** not be as competitive as your previous one, Slide Insurance is a well-capitalized and stable insurance company. We aim to offer competitive options while adhering to the underwriting requirements set by insurance carriers.
  We want to emphasize that Regency Insurance Group has no control over the underwriting requirements of the insurance carriers it represents. Our role is to follow these rules to ensure our customers are not left without coverage or face cancellations. We understand that the change in policy and pricing *** be disappointing, and we apologize for any inconvenience caused.
  However,we want to assure you that you have the option to cancel your policy with Slide Insurance at any time and receive a pro-rated refund. We encourage you to evaluate your insurance needs and explore alternative options that *** better align with your expectations.
  We value your business and appreciate the opportunity to address your concerns. If you would like to discuss your situation further or explore potential alternatives, please do not hesitate to contact our customer service department at [phone number] or [email address]. We are committed to finding a resolution that satisfies your insurance requirements.
  Thank you for bringing this matter to our attention, and we apologize for any inconvenience caused.

   

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

  Co-Founder

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20110028
  
  I am rejecting this response because:

  I am on my 3rd company in 6 years and they want me to be thankful that slide picked up my policy and turned around and charged me 300% more because they new the age of my roof.   This is predatory behavior by both slide and regency and even more disgusting that the regency claims no part in lying to me about my options and telling me they were companies that would accept my roof, again, thats predatory behavior to lie to your customer about their options until they are stuck with the worst one.  Predatory behavior should not be an acceptable business practice, but at slide and regency it has now become the norm.   They also want me to be thankful that I went from an a rated insurance company in UPC to one with no rating that has done absolutely nothing in the industry.   More predatory behavior.   So no I do not accept this BS  

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

  Business Response

  Date: 05/30/2023

  Thank you for providing further feedback on your experience. We understand your frustration and would like to address your concerns regarding predatory behavior and the lack of control we have over your choice of insurance company.
  We want to clarify again that as an insurance agency and independent agent, we do not control which insurance company you choose to work with, your insurability, or the options you explore on your own. Our role is to provide you with a range of insurance options and assist you in navigating the underwriting requirements set by insurance carriers.
  While we strive to offer comprehensive information about available options, it is ultimately your decision to select an insurance company that aligns with your needs. We apologize if there was any misunderstanding or miscommunication in conveying the details of different options. However, it is important to note that we have made it clear that you have the freedom to choose any insurance provider you prefer and the requirement to obtain these inspections in advance of securing the new better priced alternative.
  Regarding your dissatisfaction with Slide Insurance and Regency Insurance Group, we regret that you feel the new policy with Slide resulted in a *****% increase in premiums due to the age of your roof, age of home and location of its home. It is common for insurance carriers to consider various factors, such as the condition of the property,when determining coverage and premiums. It is also not recommended to compare rates with a company that ran out of money with a company that is in business,writing new policies and quickly growing as one of the states top carriers.While using rate variables and numerous rating factors may lead to changes in pricing, it is not indicative of predatory behavior.
  We understand your disappointment with the transition from an A-rated insurance company to a new carrier (Slide). The financial stability and reputation of insurance carriers can vary, and each customer's risk profile is evaluated differently by different companies. Slide is in fact A Rated and backed by the Florida ********************* We aim to provide options that balance competitive pricing and coverage, but we cannot control the decisions or actions of insurance carriers.
  We want to assure you that predatory behavior is not an acceptable business practice for us or the insurance industry as a whole. Our intention is to provide transparent and reliable service to our customers. We apologize if you feel that your options were misrepresented, but it was never our intention to mislead or deceive you.We requested an inspection be preformed and this inspection failed to provide the results needed to obtain insurance with these carriers.  You are welcome to acquire an inspection from a vendor approved by this new carrier.***************************************** the only inspection company allowed at this time (independent reputable inspection company). Perhaps a second opinion from an approved inspector will provide the results needed to move forward with the option presented.  Option 2 would be finding a company that accepts the roof in its current condition. Option 3 would be replacing the roof.
  We appreciate your feedback,and we would like to explore any possible avenues to address your concerns and find a solution that meets your insurance needs. If you would like to discuss your situation further, please contact our customer service department at ************ or ************************************** remain committed to resolving this matter to your satisfaction.
  Thank you for bringing this matter to our attention, and we apologize for any distress caused.
  Sincerely,
  ******************************* Co-Founder 

• Initial Complaint

  Date:02/13/2023

  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.

  i got insured thru this *** and as as agent of tower hill ins. a 4 pt. inspection was done; such **rrection was done after inspection result in plumbing issues, 1st. plumbing *** **rrection was done but regency ins. refused the 1st. **rrection, so i hired 2nd plumbing *** cause 1st. **uld do the work ,his work load prevented; regency ins. came and refused to accept the 2nd plumbing work and reissued 10 areas ,which was the same work the 1st plumbing ** **rrected; now they want cancell my policy because they stated that the **rrection to the plumbing proplems has not been done; I'V TO INVOICES FROM BOTH PLUMBINGS COMPANIES STATING THAT ALL THE CORRECTION THAT WAS ON THE FORM SENT TO ME WAS CORRECTED;BOTH INVOICES WAS SENT TO REGENCY ********** INS.;PLUS PICTURES ON BOTH COMPANIES;THEY REFUSED TO ACCEPT REPORTS;

  Business Response

  Date: 02/21/2023

  Thank you for Bringing ************** concerns to our attention.  It is imperative to remember that Regency Insurance Group is the insurance broker.  We do not make underwriting decisions as that comes directly from the insurance company.  That would be like blaming the movie theater for showing a movie that the customer did not like, 

   

  To that end Regency Insurance has been in non stop contact with ************** on that is needed by the insurance company in order for his home insurance policy to be reinstated.

  This has been communicated with ************************  There are as follows:

  Still need: >Proof shut off valve and supply line have been replaced (Toilet page 12) >Proof drain line has been replaced (page 8 sink with yellow tiles, and page 10 plumbing drain 3) >Clear, color photos of supply lines to sink labeled Plumbing drain 5 >Paid invoice from licensed plumbing advising there is no longer an active leak at the shut off valve to the toilet on page 11 >Proof missing shut off valve to the washer has been replaced >Proof supply line to the water heater has been replaced (Page 8 behind the water heater showing corrosion)

  As stated we also spoke to ************** on 2/15:  spoke to *************** only received the one invoice and photos. He said that he had another plumber come in and will get that invoice sent over.
  
  

  We are stilling waiting on these proof of repairs and will submit to underwriting once received.

   

  Thank you-

  Kevin  

• Initial Complaint

  Date:10/04/2022

  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.

  On 6/27/2022 I purchased home owners insurance and received an inspection to solidify the policy. There were items noted to repair and all of these were completed per specifications. On 9/26/2022 I received a notice of cancellation due to a repair that needed to be completed within 21 days that was NOT previously noted. The next day on the eve of Hurricane ******** received a formal cancellation notice and refund check for my policy. This did NOT give the ***************************************************************************************************************** Please assist as the repairs are completed and I desire to have my fully paid insurance policy reinstated.

  Business Response

  Date: 10/14/2022

  Hi ******,

   

  Thank you for bringing your concerns to my attention. Tower Hill Insurance company put a future effective cancellation on the home for 10/17/2022 pending plumbing repairs.

  On 9/26 you received paperwork showing cancellation in the future for 10/17/2022 if repairs wernt made.

  On 10/3 we received proof of Repair completed to the corroded supply line valve to washing machine/.

  10 10/11 Tower Hill rescinded the cancellation and the policy is in full effect.

  Per your request the policy has been reinstated.

   

  Thank you,

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

  Co-Founder.

  Regency Insurance Group.