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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been with this company for many years. We had a hail storm this year and noticed some damage on our roof. No sooner did we recognize hail damage that we received a letter stating the company was dropping us within 90 days. We attempted to file a claim but were unable to reach anyone to speak to. Fast forward to the present and we have to have a new roof. I cannot believe they dropped us in the interim knowing full well we were trying to file a claim and this area of ****** had received serious hail damage. I have not been able to reach anyone regarding this matter.
Business response
06/26/2024
Hello,
We have no record of a recent claim being reported for this address or policy number. Please call ************ if you'd like to file a claim. Our claims reporting service available 24/7 to assist our insureds.
Thank you.
Initial Complaint
01/06/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
cancel the insurance coverage *********************************************** policy H0284912353A048 ******* 2022 and sent information to Florida Family Insurance showing my new premium, death certificate because my husband has been deceased since June 2012. I spoke with a Brain in April. In October 2022 once I sign and sent above information. I would appreciate my refund.Thank you for your cooperation in this matter.*****************************Business response
01/09/2023
Good Afternoon,
Thank you for reaching out to us. Our **************** team reviewed the documentation and processed the cancellation with an effective date of March 4, 2022. Our Accounting team has been notified and a refund will be sent this week.
Please let us know if there any additional questions or you can contact our **************** team at **************.
Thank you!
Initial Complaint
06/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My roof collapsed through my kitchen ceiling over a year ago. I sustained severe water damage. The adjuster handled my claim so badly I had to hire an attorney that got nowhere with them. He left and now the new adjuster is even worse. I've tried everything to get ahold of someone in charge and nobody will let me talk to anyone. My insurance agent left several messages that went unanswered. There simply is nobody to get help from. My interior hasn't been touched. I'm living in sub standard conditions for a year and they wrote a $5000 check to a contractor who didn't finish my roof without a signed authorization without my knowledge. Now all my requests and questions are being completely ignored. The adjuster will not acknowledge my emails and has ONLY offered communication by phone call. I want everything in writing at this point. I'm extremely Ill and the stress is making it worse. I'm not working so after my Attorney got nowhere with them I incurred a huge bill I can't afford. I've never seen a company run so incredibly negligent and cares NOTHING about the safety/well being of the people they insure. It's heinous on every level.Business response
06/22/2022
Business Response /* (1000, 5, 2022/06/13) */ Ms. ******* and our Director of Claims had a phone call last week. They are working together on a resolution and are scheduled to speak again this week.Initial Complaint
04/04/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
After my husband passed away, I called Florida Family to have his name removed from our Flood Policy and renewal notice. I emailed them his death certificate as proof. They never removed his name, and when I overpaid due to their wrong calculation, I called on 1/25/22 and was told they don't handle flood policies. I called their service center (a third party) and they even emailed the company several times. After many calls I was given an agents name that handles flood policies, Katie K. After many emails and calls where I left messages, she never responded. I emailed the president of the company (Richard H.), and I never received a reply. I need to have my late husband's name removed and the refund check reissued in my name.Business response
04/15/2022
Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: Stephanie L., Mktg Contact Phone: ************ Contact Email: ************************** We have responded to the customer directly to apologize for this issue and let her know that the requested changes have been made and the refund check has been issued. Consumer Response /* (2000, 7, 2022/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.