Reviews

Review Details

• Review fromLissette A

  Date: 05/03/2025

  1 star

  Lissette A

  Date: 05/03/2025

  Shady Practices - Beware Rates are not guaranteed and may change at any time. Was provided an insurance quote but then was told I would have to pay for property insurance coverage and it would be 30 days before an inspection was completed. That puts anyone in a bind if they have cancelled their home insurance and rate quotes are not guaranteed.

  Regency Insurance Group

  Date: 05/12/2025

  Hi *******,
  
  Thank you for taking the time to leave your feedback. Weve seen your reviews across multiple platforms and wanted to address your concerns directly.
  We provided you with quotes from several carriers,  all reputable insurers, perform post-bind inspections. This is a standard industry practice, as inspections require coordination and costs that carriers assume after coverage is issued. Unless there is unrepaired damage, misrepresentation, or significant disrepair, these inspections are typically uneventful and should not be a cause for concern.
  
  Weve explained this process to you multiple times, and its also clearly noted on the bottom of each quote we provided. Regarding your comment about a payment being dueyes, as with any insurance purchase, payment is required to activate coverage.
  
  We understand that insurance can sometimes feel confusing or frustrating, but we respectfully ask that you reconsider the multiple negative reviews. What youve described is standard practice across the industry, and we as the agent have no control over carrier inspection procedures.  

  Regards,
  
  ***** M ********

• Review fromGary R

  Date: 12/05/2024

  1 star

  Gary R

  Date: 12/05/2024

  I am beyond furious with these people. Over the past few weeks they told me they could get me a policy with one company after another but I had to pay for inspections and get them copies of reports and permits from work that was done 8 years ago. Each time after I got everything they then said the company no longer would cover me because they wanted to reduce exposure in the area. So I wasted lots of time and money and got nothing. These people are just not nice people!

  Regency Insurance Group

  Date: 12/06/2024

  Thank you for your review and for the business you’ve entrusted to us over the years. I would like to address some inaccuracies in your statements to provide clarity. Firstly, your policy was being non-renewed due to risk exposure, and we have been working with you since August to explore alternative options. The insurance market in Florida—especially in Miami—is extremely limited and challenging. Rates and carrier eligibility often change daily, and this process spanned several months. As a real estate professional, we’d expect you to have some awareness of these market conditions.
  
  At no point were there any lies or broken promises on our end. Every interaction was documented in writing, clearly outlining the requirements and next steps. Regarding inspections, you chose your own inspector—one of only eight positive Yelp reviews you’ve given—rather than using the one we recommended. A combined Four-Point and Wind Mitigation inspection typically costs around $150, so paying more was your personal decision. These inspections and the documentation we requested were necessary to petition for coverage, not to inconvenience you.
  
  It also appears, based on your history, that we are the latest victim of your pattern of negatively reviewing companies that do not cater to your specific demands. This is unfortunate, as my staff went above and beyond to assist you and presented you with several competitively priced options to keep your home insured. At the same rate as the expiring policy.
  
  Lastly, pricing and underwriting decisions are determined solely by the carriers, not by us. Despite these challenges, we exhausted every possible avenue to find a solution for you at the desired price point. While we understand the frustration of higher premiums, it is not fair to direct this frustration toward our agency.
  
  What is truly unacceptable is the profanity and abusive language you directed toward my staff. Who worked tirelessly on your behalf and deserve to be treated with respect. Moving forward, I kindly request that you seek a new agent, as such behavior will not be tolerated.
  
  We wish you all the best and hope you find the coverage that fits your budget.

• Review fromThomas K

  Date: 08/01/2024

  1 star

  Thomas K

  Date: 08/01/2024

  Worst company I have ever dealt with!!! Every time you contact them you speak to someone different. Twice they submitted my Home Owners policy payment to my MM checking account. My bank reversed my payment both times, because of an error that Regency made both times.So here is it get where it gets even worse. Then I tried to pay by credit card. I had agreed to pay a service charge of $.0235% (which I should not have pay because of their mistakes). but was charged $.0299%. On top of that they DOUBLE CHARGED my credit card.Then they told me to "call my credit card company" to explain what happened. Don't you think that Regency should have had the initiative to take care of this??? I spoke to a Manager at Regency today and I tried to explain my situation, only to hear ridiculous excuses. WHAT HAS HAPPENED TO CUSTOMER SERVICE

  Regency Insurance Group

  Date: 08/02/2024

  Thank you for sharing Mr. K***'s concerns. We empathize with his situation and would like to clarify the events that occurred.
  
  Initially, Mr. K*** provided EFT banking details that were either incorrect or from an account that does not allow such transactions. This resulted in an NSF fee due to the funds not being available or the withdrawal attempt failing. After verifying the routing and account numbers, a second attempt was made to process the electronic funds transfer, but it still did not go through. The insurance company waived the second NSF fee as a courtesy.
  
  Subsequently, Mr. K*** called in and provided an American Express card for payment. Our representative clearly explained the charges associated with using a credit card, and Mr. K*** acknowledged and approved these charges before the payment was processed.
  
  While we understand Mr. K***'s frustration, the agency has no control over the payment fees collected by the insurance carriers, nor do we benefit from them in any way. Additionally, we are unable to refund these fees as they are passed through from the insurance company’s payment processing company. The insurance industry is a highly regulated space and offering payments, reimbursements or compensation is strictly prohibited.
  
  We have made several attempts to work with the insurance company on Mr. K***'s behalf to have the charges removed, but unfortunately, we have been unsuccessful. We recommend verifying with the bank that EFT payments are acceptable for future transactions.
  
  Thank you for your understanding.

• Review fromPete P

  Date: 05/02/2024

  1 star

  Pete P

  Date: 05/02/2024

  I purchased a homeowners policy with Regency Insurance Group agency. They sent me the policy information which I approved. The premium for a one year policy was $2,282.00 which I paid in full with my credit card. The payment was approved and cleared on April 15,2024. A few days later, I received a cancellation notice dated Apr23, 2024. I have been in contact with Regency Insurance Group agent practically everyday since to get my money back. I was told to wait after the expiration date to get my money back. I don't know why they accepted my application in the beginning. Why it is taking so long to get my money back. I needed the refund back as soon as possible as I need to renew my policy which is due on May 18, 2024. This company is giving me the run around. I requested to speak with a manager and now he informed me that I need to sign a cancellation notice. People's Trust already sent me a cancellation notice. Do not buy insurance from this company. They are very difficult to deal with.As of this date, I am still waiting for a refund that I need to buy another insurance elsewhere.

  Regency Insurance Group

  Date: 05/03/2024

  Dear ****,
  Thank you for sharing your feedback with us. We appreciate your honesty and take your concerns seriously.
  While we understand your frustration, we want to clarify certain aspects of our operations. As an insurance agency, there are certain aspects that fall outside our direct control, such as accounting, premium collection, and the handling of returns. These functions typically lie within the purview of the insurance carrier.
  Regarding your cancellation, we empathize with your situation. However, it's important to note that cancellations usually stem from underwriting reviews conducted by the insurance company. Often, incomplete or inaccurate information provided during the application process can lead to such outcomes. Therefore, it's crucial for consumers to provide accurate details to ensure a smooth and fair underwriting process.
  We will certainly convey your sentiments to the insurance carrier to address any concerns you may have about your experience. Our goal is to facilitate transparent communication between all parties involved.
  Thank you again for your feedback, and we remain committed to improving our services based on customer insights.
  Sincerely,
  *****

• Review fromEric H

  Date: 04/09/2024

  5 stars
  The Hilb Group Division of the Regency Insurance Group has provided great service regarding my elderly mother's home insurance in Florida. Mom's house was under repairs including a new roof and was forcibly depopulated by Citizens (the state run insurance entity which is a great insurer) because they found an insurer willing to take over her policy for a 19% increase in price. State policy is to force people off Citizen's and into the (higher priced and unstable in my opinion) private market if a private insurer gives ~identical coverage at no more than 20% over the Citizens price. When the renewal happened the final bill was actually a 38% increase over the estimated Citizens rate but the Citizens rate also went up so the difference remained <20%. Regency Insurance Hilb Group helped Mom navigate the process of getting a new Wind mitigation report, and new roof documentation, then requoting from many insurers. They provided frequent updates by phone/text/email as new information arrived and the result was Mom being due a refund of over $1100 with the new rate being below the best case pre-depopulation estimate. Great work by the Regency/Hilb group agents, especially ***** who was extremely diligent and responsive.

• Review fromC. K.

  Date: 10/30/2023

  1 star

  C. K.

  Date: 10/30/2023

  I had to call over 20 times to resolve the overpayment that was made on my policy which is still not resolved. The wrong policy was sent to my mortgage company and since July 31, 2023 I have been dealing with Regency in getting them to refund the overpayment amount. Today I spoke with the ** of Operations and she shared that they should be issuing the refund check today so I should receive it within the week--fingers crossed. It is frustrating on how long it is taking get the refund returned to me and there is no sense of urgency. AND I find out that the my refunded amount is reduced by $67 for the agent commission. What? Why do I have to pay this amount when they sent the wrong policy to my mortgage company. When I asked the ** of Operations who else I can speak with she said there is no one else and there is nothing else she can do. I quote her "it is what it is". I am in shock by the response and lack of customer service. My policy is $5400 and now it is costing me another $67 because of their mistake. How can they get away with this? I am horrified of the customer experience I have received and at no time did they take any accountability for their mistakes and now I have to pay for it. This is so absurd and the worst customer service I have ever received.

  Regency Insurance Group

  Date: 11/01/2023

  Dear ******************,
  Thank you for taking the time to provide your feedback. We truly appreciate your patience and your understanding of the challenges you've faced during the refund process. We understand that the accounting process can be frustrating at times, and we want to assure you that we've been doing everything in our power to resolve the situation promptly.
  As you mentioned, we had a conversation yesterday where we confirmed that your refund is currently in transit and that the amount aligns with your expectations. We are relieved that this matter is on its way to being resolved to your satisfaction, and we apologize for any inconvenience you may have experienced along the way.
  Our team takes your feedback seriously and we are constantly striving to improve our services. Your input helps us identify areas where we can enhance our processes and ensure a smoother experience for all of our customers.
  If you have any further questions or concerns, please don't hesitate to reach out to us. We value your business and are here to assist you in any way we can.
  Thank you for your understanding and for giving us the opportunity to serve you. We look forward to continuing to provide you with the best possible service in the future.
  Sincerely 

  ******************************* -  Co-Founder

  C. K.

  Date: 11/15/2023

  I am happy to report that I did receive my refund and they did call me back, after posting this, to ensure me it was for the full amount. It is very unfortunate that it had to escalate to me posting to the BBB in order to get a resolution. Overall I have had other issues with the level of customer service received and looking to cancel my policy with them as I can no longer waste my energy and frustration of the service received.

• Review fromCarolann Z

  Date: 08/10/2023

  5 stars
  FINANCE 4 HOMEOWNERS IS the easiest most intelligent questions that I have ever delt with. no fuss or stupid questions, if ur credit is good, EASY.

• Review fromBob B

  Date: 04/24/2023

  1 star

  Bob B

  Date: 04/24/2023

  Terrible customer service from this company - each time you call you get different people and agents and have to explain your questions over and over - no one takes any responsibility. You DO NOT HAVE YOUR OWN AGENT and they are nothing but glorified paper shufflers. They had no answers for questions on policy questions so I had to move one policy to another company, then when the policy I did have had a minimal association loss assessment claim they informed me that do not file or handle claims for their clients - YOU HAVE TO DO IT YOURSELF!!! They told me it is not their job and to big of a liability for them - WOW!!! So I filed the claim myself with the insurance company and asked them if Regency could or should have done this and they said yes absolutely they could have and that other agents do this for their clients. My advice is to find a company with a dedicated agent who represents you, works for you, and knows your personal situation and you don't constantly have to talk and explain yourself to a multitude of different people. By the way every time you call in your have to go thru a receptionist that screens your calls and then puts you hold to wait for whoever it is that next picks up your call - waited for up to 30-45 minutes in past just to talk to a licensed agent. Beyond frustrating process.
  

  Regency Insurance Group

  Date: 05/01/2023

  Hi ***,
  
  Thank you for the feedback, I love it when we hear from our great customers good or bad.  We have ****** wonderful clients just like you and our process has always been to warm transfer the client by phone directly to the insurance carrier for claims. This process only takes 2-5 minutes to complete.  We fielded over ***** claims from hurricane *** with no wait times . We have never had an issue with this before as it eliminates the middleman from the equation and helps get claims settled quickly. To your other point we actually dont have any receptionists here on staff everyone is a highly trained customer service expert. Trained directly by the owners of the company.  You have made is very clear you are unhappy with us and I am sorry we were unable make you happy. Our service model doesnt follow the legacy footprint of one agent per client and it has worked exceptionally well for us.  I am glad you got your claim reported successfully on your own and we all hope you have a tremendous week ahead.

• Review fromAlex C

  Date: 04/07/2023

  5 stars
  *****, ***** and the entire team at Regency Insurance Group are truly incredible at what they do for their clients each and every day. Their care, passion and concern for their clients is first class and strive for only the best for all they support. Best insurance group Ive ever worked with and will never go elsewhere as I truly trust them and know theyre always there to help! Thank you Regency team!

• Review fromHernan C

  Date: 04/06/2023

  5 stars
  Regency insurance has been my go-to insurance company for over 12 years and I could not be happier with their support. Insurance isn't always easy. Let's be honest, it can be messy and confusing at times. Regency treats me like family instead of just another number. ************** at Regency are trustworthy, responsive and honest. I highly recommend them! Thank you Regency team for always having my back.