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Heritage Property & Casualty Insurance CompanyThis business is NOT BBB Accredited.
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Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Better Business Bureau Please accept this letter, notes below and attached documentation as our formal complaint regarding Heritage Insurances failure to resolve outstanding claim H010027912. We have unsuccessfully attempted to resolve this matter directly with Heritage Insurance. Their negligence is concerning, and we greatly appreciate any assistance you can ********** this date 12/8/2024 we have received no resolution or follow up regarding actual payment or the forementioned engineer inspection. Damages to our home that have been documented thus far include the following: > Exterior: Metal roof damage, soffits damaged/missing, siding damaged/missing, gutters damaged/missing, facia damaged/missing, exterior lighting damaged/missing, exterior doors water intrusion into framed glass, soffit vent insulation damaged/missing. fixed windows framing damaged, sliding glass doors framing damage.> Interior: drywall (ceilings and walls), insulation, ************* flooring, wood subfloor, paint, texture (wall and ceiling), cellular blinds, ceiling fans, furniture (post mitigation). Thank you for taking the time to review our complaint and please advise if any additional information is needed to help resolve this matter. Sincerely, Rian and ***** ****** ************************************************************************** ************** or ************** ******************* or ********************Business response
12/19/2024
December 19, 2024
Better Business Bureau
RE: Complaint Number: 22661865
Our Insured/Consumer: **** and ***** ******
Claim Number: H010027912
Date of Loss: October 9, 2024
Property Location: ****************************************
Greetings,
Heritage is grateful to the Better Business Bureau for allowing us to respond to our Insureds allegations and looks forward to working with our Insured to resolve the claim. The following addresses the claim timeline:
The claim was reported with the date of loss of October 9, 2024, Hurricane ******, and was reported on October 10, 2024.
Heritage records indicate that the property was inspected with the Insured present, on October 16, 2024. During the claim intake, the Insured advised that water came into the home through the windows and doors, as well as damage to the roof and flooring.
On November 25, 2024, Heritage assigned necessary demolition and dry-out to complete water mitigation.
On December 1, 2024, Heritage rendered a coverage determination based on a thorough review of all documentation provided up to that time, policy provisions and investigation of the facts surrounding the claim. An initial payment for the dwelling and alternative living expenses was made on same. The Insured was advised of the determination and payment on November 30, 2024.
On December 1, 2024, in furtherance of its investigation, Heritage assigned a licensed engineer to conduct an inspection of the home.
On December 10, 2024, based on the findings of the water mitigation company assigned and review of the claim, Heritage sent a supplemental payment to the Insured. The Insured was advised of the determination and payment on same.
On December 10, 2024,the Insured advised that they would review the itemized estimate from the water mitigation company sent to them, and send documentation supporting their claim of damage to their furniture as a result of water mitigation. However, to date,Heritage has not received any documentation of further damage.
On December 11, 2024, a mold assessment was performed at the home.
On December 12, 2024, due to scheduling issues,Heritage reassigned a different licensed engineer to schedule an inspection of the home.
On December 18, 2024, Heritage attempted to give the Insured an update telephonically but could not reach the Insured. An email was sent with an update.
On December 18, 2024, Heritage records reflect that an engineer inspection took place at the home. Heritage is currently pending the report of the engineer.
Heritage responds to the allegations of the Insured as follows:
The Insured alleges that, as of December 8, 2024, they had received no resolution or follow up regarding actual payment. Heritage records indicate that initial payment was made for the claim a week earlier on December 1, 2024; A supplemental payment was made on December 10, 2024. If, indeed, the insured did not receive either of these drafts, they should contact Heritage immediately.
The Insured alleges that, as of December 8, 2024, they had received no resolution or follow up for the forementioned engineer inspection. Heritage records indicate that on December 2, 2024, a licensed engineer was assigned to schedule an inspection. Due to scheduling issues, another licensed engineer was assigned to schedule an inspection. That inspection took place on December 18, 2024.
The Insured alleges the following damage to their home that have been documented thus far:
Exterior: Metal roof damage, soffits damaged/missing, siding damaged/missing, gutters damaged/missing, facia damaged/missing, exterior lighting damaged/missing, exterior doors water intrusion into framed glass, soffit vent insulation; damaged/missing. fixed windows framing damaged, sliding glass doors framing damage.
Interior: drywall (ceilings and walls), insulation, carpet & wood flooring, wood subfloor, paint, texture (wall and ceiling), cellular blinds, ceiling fans,
Post Water Mitigation: Furniture damage
Heritage has discussed the claim with the insured regarding the interior and exterior damage as well as the purported damage to furniture throughout the claim investigation.However, regarding the Furniture damage and interior damage specifically, on December 10, 2024, the Insured advised that they would review the itemized estimate from the water mitigation company sent to them, and send documentation in the form of photos documenting further damage to their furniture. To date,Heritage has not received any documentation of further damage to the Insureds furniture.
In sum, Heritage has at all times performed its obligations under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured. Heritage has provided a timely coverage decision, in line with Florida Statute s. 627.70131.
Heritage looks forward to receiving requested documentation from its Insured and working with them to resolve the claim.
By: /s/ ****** Schweinsberg
****** L. ************, ESQUIRE
Florida Bar No. 0127430
Attorney for Heritage Property &Casualty Insurance Company
************************
***************
Telephone:**************
*******************************************
***********************************************************************************Customer response
12/27/2024
Complaint: 22661865
I am rejecting this response because: The response from Heritage is false in regards to the following:-On 12/10/2024 the insured did respond through email to Heritage including photograph attachments of furniture damage.
-To date the insured has not received the requested water mitigation report or follow up regarding coverage for additional repairs including the roof.
-While Heritage has worked to comply with Florida statute *********, this is in most part due to the diligent follow up by and from the insured, not Heritage. Their claim to have performed its under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured was clearly shown to be false in the original complaint filed by the insured and now again in their failure to review supplied documentation from the insured and failure to supply requested reports and resolution
Sincerely,
**** ******Business response
01/06/2025
Heritage is grateful to the Better Business Bureau for allowing us to continue to respond to our Insureds allegations and looks forward to working with our Insured to resolve the claim. The following is a recap of the claim timeline:
The claim was reported with the date of loss of October 9, 2024, Hurricane ******, and was reported on October 10, 2024.
The property was inspected with the Insured present, on October 16, 2024
On November 25, 2024, PuroClean of **************** (PuroClean), was assigned to complete emergency mitigation services at the loss, by Heritage.
On December 1, 2024, after conducting a reasonable investigation based on available information to Heritage, and in accordance with its obligations under *********, Fla. Stat., Heritage timely issued a letter including a written explanation of the coverage decision to the insured. An initial payment for the dwelling and alternative living expenses was made on same. The Insured was advised of the determination and payment on November 30, 2024.
On December 1, 2024, due to a dispute in the coverage amount, Heritage assigned a licensed engineer to conduct an inspection of the home.
Based on a review of the claim, on December *******, Heritage sent a supplemental payment to the Insured. The Insured was advised of the determination and payment on same. During the discussion of the supplemental payment, the insured raised concerns regarding possible mold contamination. In response, on the same day,Heritage assigned a mold assessment to the claim.
The next day, on December 11, 2024, *****, Environmental Consultants (*****), performed a mold assessment at the loss. Heritage received an email from the insured requesting to be added to ***** lab system on same. Heritage responded that, while it was unable to add the insured to another companys system, the insured would get a copy of AirMDs report when Heritage received it. Heritage received the assessment report on December 16, 2024, and supplied the report to the insured on December 19, 2024.
On December 18, 2024,the engineer inspection occurred. The engineers report is currently pending.
On December 27, 2024, Heritage received an updated request from the Better Business Bureau with the following:
On 12/10/2024 the insured did respond through email to Heritage including photograph attachments of furniture damage. -To date the insured has not received the requested water mitigation report or follow up regarding coverage for additional repairs including the roof. -While Heritage has worked to comply with Florida statute *********, this is in most part due to the diligent follow up by and from the insured, not Heritage. Their claim to have performed its under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured was clearly shown to be false in the original complaint filed by the insured and now again in their failure to review supplied documentation from the insured and failure to supply requested reports and resolution
Heritage responds as follows:
There has been some confusion regarding the itemized estimate and water mitigation report, the insured requested.Heritage sent out its revised itemized estimate along with a Supplemental Claim Letter and payment as required by
Florida Statute *********(3)(e), which states, The insurer must send the policyholder a copy of any detailed estimate of the amount of the loss within 7 days after the estimate is generated by an insurers adjuster. This paragraph does not require that an insurer create a detailed estimate of the amount of the loss if such estimate is not reasonably necessary as part of the claim investigation. (Emphasis mine.)
Heritage welcomes further discussion with its insured to explain the supplemental payment and estimate.
In regard to the PuroClean emergency mitigation report and service invoice, which was assigned, and remunerated, by Heritage:
A report from PuroClean is not available. As the invoice and estimate were part of the emergency mitigation, and not produced by an adjuster, Heritage is not obligated to send the insured the PuroClean estimate or invoice. However, Heritage will be happy to further discuss with the insured the estimate it received from PuroClean.
In sum, Heritage has at all times performed its obligations under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured. Heritage has provided a timely coverage decision, in line with Florida Statute *********.
Heritage looks forward to resolving the claim with its insured.
By: /s/ ****** Schweinsberg
****** L. ************, ESQUIRE
Florida Bar No. 0127430
Attorney for Heritage Property &Casualty Insurance Company
************************
***************
Telephone:**************
*******************************************
***********************************************************************************Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Insurance company since Hurricane ****** left my house full of mold and water; it took them 18 days to get me a field adjuster report, which by law requires 7. We contacted the field adjuster, who says it was generated on 10/25/2024. After calling the adjuster several times, she stated oh, I forgot to send it to us on November 12th. Then, sends us a letter on November 17th stating that the field adjuster report is done. I have no words for this company. We will send them the mold remediation report on November 15th and estimates for the repair of the home. The field adjuster on video broke tiles while walking on them. Recorded statement from desk adjuster ********* that they are going to go with germ masters report. On December 6th, we got a revised estimate for 25k, which, at this time, we have estimates of around 100k. ******* Behkin from the news should be out at my house in a few weeks with the news crew.Business response
12/18/2024
December 18, 2024
Better Business Bureau
RE: Complaint Number: 22655038
Our Insured/Consumer: *******, ******
Claim Number: H010031375
Date of Loss: October 9, 2024
Property Location: *********************************************************************************
Greetings,
Heritage is grateful to the Better Business Bureau for allowing us to respond to our Insureds allegations and looks forward to working with our Insured to resolve the claim. The following addresses the claim and the allegations:
The claim was reported with the date of loss of October 9, 2024, Hurricane ******, and was reported on October 14, 2024. Heritage records indicate that the property was inspected with the Insured on October 24, 2024, that Heritage rendered a coverage determination on December 6, 2024,and that Heritage has been in consistent and recent communication with the Insured.
Heritage responds to the allegations of the Insured as follows:
The Insured alleges that Heritage did not send them a copy of the Field Adjusters estimate within 7 days. However, Heritage records indicate that it did send the Insured a copy of the Field Adjuster Estimate within 7 days of Heritage receiving the estimate in the claim file, on November 12, 2024, one day after the estimate was made available in the claim file.
The Insured alleges that Heritage left their house full of mold and water. Heritage records indicate that the presence of mold was not reported to Heritage until November 13, 2024, by the Insured, as none of the inspections to that date indicated mold. The Iunsured also informed that they already had someone coming out to assess the mold. Heritage requested that the Insured send all documentation on same. Heritage records indicate that it received a mold assessment report on November 19, 2024. On December 2, 2024, emergency mold mitigation began by contractors assigned by Heritage. On December 3, 2024, records indicate that the Insured informed Heritage that they had decided to go with their own mold remediation company. On December 8, 2024, Heritage records indicate that the Insured reported that they were going to have their mold remediation contractor out to start mold remediation the following day. On December 11, 2024, Heritage ordered alternative living expenses and housing for its Insured.
The Insured alleges that Heritage sent a letter on November 17th stating that the field adjuster report is done. However, Heritage records indicate that Heritage did not send the Field Adjusters Report, but rather the Field Adjusters Estimate. The Field Adjusters Estimate was emailed to the Insured on November 12, 2024 (Not November 17, 2024, as the Insured alleges), one day after Heritage received it.
The Insured alleged that they would send Heritage the mold remediation report on November 15th and estimates for the repair of the home. Heritage records indicate that it received a Mold report only, from Germ Masters, on November 19, 2024. To date, Heritage records indicate that it has not received any estimates from any mold remediation company.
The Insured alleges that the field adjuster on video broke tiles while walking on them. Heritage records indicate that this assertion was reported to it on December 8, 2024. To date, Heritage records indicate that it has not received any documentation of the alleged breaking of the tiles.
The Insured alleges that in the recorded statement with the desk adjuster, that Heritage was going to go with germ masters report. However, Heritage records indicate that it was the Insured who indicated that they were going to go with Germ Masters. Heritage requested the insured send in the report when the Insured received it. Heritage specifically advised the Insured that Heritage could not approve of any report before seeing it. Heritage received a Mold report only, from Germ Masters on November 19, 2024.
The Insured alleges that, on December 6, 2024, they received a revised estimate for 25k. Heritage records indicate that the insured was sent a Coverage Determination Letter with a payment breakdown and revised estimate on December 6, 2024. However, the revised estimate attached was for an amount greater than $25,000.00.
The Insured alleges that they have estimates of around 100k. On December 9, 2024, Heritage records indicate that the Insured sent a demand letter indicating that they had over $100,000.00 in documented damage. However, records indicate that it was not until December 10, 2024, that Heritage received an itemized estimate from a roofing contractor, dated same. This estimate is for the roof only and does not equate to $100,000.00. No other detailed estimates from any of the Insureds contractors have been received, despite several requests for same.
Heritage has provided a coverage decision, in line with Florida Statute s. 627.70131. Heritage has at all times performed its obligations under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured.
Heritage looks forward to receiving requested documentation from its Insured and working with them to resolve the claim.
By: /s/ ****** Schweinsberg
****** L. ************, ESQUIRE
Florida Bar No.0127430
Attorney for Heritage Property &Casualty Insurance Company
**********************************************************************
Telephone:**************
*******************************************
baviles-**************************************Initial Complaint
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 24, 2024 The Heritage Property insurance company charged my credit card $1,672.55 without my authorization. I first called my bank, *********** and was told since it was in pending status, I must call the company direct and was given the number ************. I spoke with ******** who was not helpful. I requested to speak with a manager and was denied and told to call N.sure since they prepared the document. Initially I was provided a policy premium of $1,428.95. I spoke with a ****** who confirmed that amount with a start date of 7/23/2024 - 7/23/2025. I verbally agreed and provided him with my credit card info. After that I kept getting notices requesting more documents which I sent. Alarm and fire monitoring certificate, 4point inspection report, photos, proof that I reside in a guard gated community. After supplying all requested documents, I began receiving emails to sign documents, each having different premium amounts with start dates of August 14, 2024 which is after my current policy expires. The different amounts went from $1,428.95 to $1,672.55 to $2,2xx.** yesterday the most current was $1,977.05. I sent an email with all of this information and received no response. Each person I spoke to after ******, I told not to charge my credit card. Will advised not to worry because they can't charge me until I sign the policy. I never signed any of the policies or any documents although they kept emailing reminders to me to sign. There were so many errors in those documents. They never even explained the reason for the changes. I did not even have the opportunity to check on a form if I wanted to pay in full or installments. ****** should have advised me to pay online at the same time i sign the document which I never did. I was scammed and am asking for your help to get this charge removed from my credit card. Thank you.*****************************Business response
07/25/2024
07/25/2024 BBB Case Number: ******** NAIC #*****
Upon receipt of this complaint and subsequent requests from the insured, we have flat cancelled their insurance policy with us. Their payment of $1,672.55 will be reversed and a refund will be issued within 7-10 business days.Customer response
07/31/2024
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 am in agreement because my money is being refunded, however, I want to note that they stated they are canceling a policy that never should have been in existence. I never agreed to it or signed any documents. I am still receiving documents to sign, requesting payment for the same policy they already charged me for.
Thank you Better Business Bureau for your much needed help.
Sincerely,
*****************************Initial Complaint
07/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Dog bite 5/9/2024 Submitted all forms by owner and assessor.Have not had any contact from Heritage.Business response
07/10/2024
In order to properly respond to this request, Heritage requests additional information. Please provide the Claim Number and/or Policy Number. Thank you.Customer response
07/12/2024
Complaint: 21961903
I am rejecting this response because: I have provided all of the information as initially requested which is a claim # N010019394claim belongs to ******* and **** Daily at **************************** Both dogs were out in front with the port side gate opened, which owners admitted.
Sincerely,
***********************Business response
07/19/2024
ID Case: ********
NBIC Claim #: N010019394 Date of Loss: 05/09/2024
To Whom it May ******************************** Insurance Company (NBIC) acknowledges the complainants request filed with the Better Business Bureau on June 10, 2024. ******** reported that she had not had any contact from Heritage/ NBIC after our Inured presented this claim on May 13, 2024. Our claims department carefully reviewed her complaint and provides following response:
This claim is the result of our Insureds dog escaping from the Insureds gated yard and biting Mrs. ******* dog. The police were called to the scene of the incident and took statements from both our insured and the claimant.
On May 17, 2024, the assigned liability examiner spoke with Complainant, discussed the incident, including the injuries to her dog which consisted of an emergency room veterinarian visit and the Xrays revealed the dog sustained 3-4 fractured ribs. The examiner also informed Complainant that once she received and reviewed the veterinarians records, she would call her back. On May 22, 2022, a second call was had with her, and she confirmed understanding of the timeline needed to complete the investigation before a settlement discussion could be had.
Additional conversations were had between the examiner and Complainant on June 5 & 21, July 1, 3, 8, and on July 12, 2024, the claim was settled in the amount of $8,874.44. I have attached a copy of the signed release for your review.
This claim has been paid in full and remains closed. Thank you for the opportunity to be of assistance and please let me know if you need any additional information.
Heritage Companies
************ | www.heritagepci.com
SincerelCustomer response
07/24/2024
Complaint: 21961903
I am rejecting this response because: I have not received payment as of today July 24/2024
Sincerely,
***********************Customer response
08/05/2024
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. yes I have received the check.
Thank you for all your help in resolving this issue.
***********************Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Check for $746 was issued to Heritage 3/52024.Check was cashed and endorsed 4/12/2024 Heritage is claiming check was returned but has no proof. My bank says the check was never returned nor was payment ever stopped. Heritage has cancelled my insurance effective 3/12/2024. My bank has confirmed that the was endorsed and paid. I need my money refunded as I had to purchase other homeowners insurance to protect my home.Business response
06/26/2024
Good Morning.
In order to properly respond, we will need a Policy Number for reference.
Thank you.
Business response
07/02/2024
07/02/2024 BBB Case Number: ******** NAIC #*****
Please find the attached proof of returned payment provided by ************ showing the check was returned on 4/29/2024. The insureds policy is currently in force. We will be happy to accommodate policy cancellation upon receipt of a signed cancellation request from the insured.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have policy number HPD012676 with Heritage Insurance. On my Delcarations page it states my agent is ******************* with State Farm. ******************* has retired and closed her practice. I called Heritage to ask who my agent was. The representative had no answers and simply said I should receive something in the mail. However, ******************* has been closed for 3+ years. Heritage has no records of my agent, who I should be directed to for answers, or any information about my policy except that it is paid and current. An insurance company has no record of my agent or anyone to contact if I were to have a problem. Informing me that I should receive something in the mail after I brought this to their attention when I have not had an agent for years seems fraudulent.Business response
06/28/2024
06/28/2024 BBB Case Number: ******** NAIC #*****
********************* Insurance *** is the insureds current agent of record, however the agency is no longer in business. Heritage spoke with the insured on 6/28/24 and confirmed coverage is still in force and the *************************** agency took over the ********************* agency and their policies. The insured will work with *************************** for future insurance needs.Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had water damage done to the flooring in my unit which I reported to my insurance carrier on 4/5/2024, Heritage Insurance company ************* **************. An adjuster was at my home withing days to inspect the damage. Since then, I have been in contact with ************ the claims adjuster. Her responses are always the same "I'm working on the claim should hear by the end of the week or early next week". The weeks come and go with no resolution. This isn't a major claim by any imagination, yet I have asked what is causing the delay and I don't get a response. I requested to speak with a supervisor and that request went unanswered also.Business response
05/30/2024
We have been able to determine coverage on this claim. The examiner will be reaching out to the insured today to discuss coverage determination. The examiner spoke with the insured on May 29, 2024. The supervisor called and left a message for the insured on May 28, 2024.Customer response
05/30/2024
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
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Attached is a letter we wrote to the Insurance Company today. We are being charged 50% of our home insurance policy for a period of less than 30 days. We listed our home for sale on 1/29/24 and sold it on 3/21/24. We were notified by our previous home insurance company they would no longer insure any home in our zip code going forward, leaving us no choice but to seek another carrier. We have been homeowners for over 30 years and never had a policy that stated we would be charged 50% of the policy minimum; therefore, we had no reason to expect this to happen. When we contacted our local agent, they also tried to get the brokerage to waive that policy, but they refused. We would appreciate anything you can do to help.Business response
05/09/2024
05/09/2024 BBB Case Number: ******** NAIC #*****
Harvest Insurance ************ the insureds agent of record, processed an insured requested policy cancellation on March 22, 2024. All policies cancelled at the insured request within the first policy term are subject to a 50% minimum earned premium, as evidenced in boldface font on every new business Declarations page. At this time, we are unable to waive the short-rate factor.Customer response
05/11/2024
Complaint: 21670258
I am rejecting this response because: The Declaration page they are referencing was not provided until after we had already paid the deposit and the policy started. Therefore, their statement that it is listed on the Declaration is not acceptable. It should be stated prior to deposit or any money changing hands to ensure it is clear. Additionally, each customer should be asked to initial as acknowledgement, since this is not a standard business practice. Again, I have owned homes for over 35 years and never had a policy that required a minimum of 50%. This company has extremely poor business practices and has no understanding about customer service. What kind of an ********************************************* would charge a customer $2,200 for ********************** for less than 30 days and not make sure their customers were fully aware of that policy; it is absurd and absolutely robbery, no one would ever agree to such terms.Sincerely,
***********************Business response
05/14/2024
05/13/2024 BBB Case Number: ******** NAIC #*****
After further review of the unique circumstances of this event, we will allow a one-time exception regarding the required Minimum Earned Premium for the insureds policy. The short-rate penalty will be waived within 7-10 business days.Customer response
05/17/2024
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.This is dependent upon receipt of what is actually refunded. We know the check we sent for $1,402.74 was processed through our bank account this week. Based on the response they sent we would expect a refund by the end of next week.
We would prefer the case remain open until the refund is received.
Sincerely,
***********************Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 17, 2022, my home was hit by lightning and Heritage Insurance held our homeowners policy. Since that time, I have had five different individuals at my home to determine damages. However, despite these reports, the adjuster assigned to my claim, ***************************, has not responded to emails or phone calls since February 27, 2023. I would like to be compensated for the refrigerator that was damaged, as well as the food that spoiled inside the refrigerator.Business response
04/05/2024
Heritage received our customers notice of claim on March 27, 2024. The insured filed a claim for lightning damage to their appliances on June 20, 2022. Heritage requested StrikeCheck to inspect the claimed damaged appliances. StrikeCheck inspected on June 24, 2022, per their report the electrical service panel and AC unit were not damaged by lighting.The damage to the freezer refrigerator and freestanding mini fridge freezer compartment. After reviewing emails from the insured, the insured is claiming a secondary refrigerator that was not inspected. This claim is being reviewed and hope to bring this matter to a resolution as quickly as possible.Customer response
04/08/2024
Complaint: 21490141
I am rejecting this response because: *************************** was notified at the end of June 2022 regarding the electrical outlet in the kitchen, as well as the impact on the kitchen refrigerator. An electrician from strike check was sent to our home in mid July after finally making contact with **************** after weeks of trying. Please see attached messages. The electrician inspected the kitchen refrigerator in 2022, which was now stored in our garage, and agreed that it was not functioning as it should. **************** then indicated he did not provide a report on the refrigerator and she would need to send someone from Strike Check to our home again. That never happened. To date, we have had one claims adjuster and three representatives from Strike Check inspect the damages, but yet we have yet to be compensated for the new refrigerator we had to purchase or the food inside the freezer in the garage. The damaged refrigerator remains in our garage despite being nearly two years since the incident occurred.
Sincerely,
*******************************Business response
04/09/2024
Heritage received a receipt for KitchenAid French door refrigerator dated October 14, 2017, which was before the date of the loss. The photo of the refrigerator on the receipt does not match the photos of the refrigerator that was inspected by ***********. Please provide receipts for the replacement refrigerator. We pay for like kind and quality. We will be issuing payment for food spoilage per the Refrigerated Property Coverage endorsement limit of $500.00. We have attempted to reach out to our customer via phone to discuss the claim and have been unsuccessful.Customer response
04/17/2024
Complaint: 21490141
I am rejecting this response because: the photo of the first refrigerator you are referring to that was damaged in the lightning strike is a Gladiator garage refrigerator. The refrigerator was inspected during the first visit by a representative from Heritage. We did not realize the kitchen refrigerator had been damaged until after the inspector had visited. The kitchen refrigerator is a KitchenAid and has been looked at twice by strike check. This refrigerator has yet to be covered and remains in my garage for inspection, again. We were forced to utilize our garage refrigerator as our primary refrigerator since Heritage never issued payment. We ended up replacing the kitchen appliance on our own since contact with Ms. ******* was never made. I have attached receipts for the replacement.
Sincerely,
*******************************Business response
04/18/2024
The examiner has attempted to reach you via phone call on March 27, 2024, April 5, 2024, and April 9, 2024 and has not been successful. There has been email correspondence between you and the examiner. StrikeCheck inspection was scheduled for 4/16/2024 and rescheduled for 4/18/2024. We are currently waiting on StrikeCheck report. The receipt you provided does not state the date of purchase. Please provide a receipt that show date of purchase. Thank you.Customer response
04/18/2024
Complaint: 21490141
Attached please find the dated receipt for the new refrigerator purchased in 2022. Strike Check was at our home this morning to examine the appliance.
Sincerely,
*******************************Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A claim was filed months and months ago and still. We have gotten no where. We have been patient long enough. This is completely unacceptable. We had to hire a public adjuster and now an attorney. Why????? We have proven all our damages. We have had major storm damage to our home and this company has been trying to avoid making us whole. We are well over $100,000 in damages and loss and have had to take loans out to make our home livable when we are required to have insurance and do so for a reason. Now months of struggles to pay our bills because of the loan we have to pay on to include interest. The reason of protection and peace of mind when and if disaster strikes. Its absolutely disgusting that we are still waiting for damages that happened near 18 months ago. This has ruined our livelihood. We have 3 children that we must provide a home for and confidence this company is to bring to their customers. They are clearly trying to make us wait and wait to just accept some small, embarrassing and minuscule amount just to see this over with. Why?! Because something is better than nothing? Its pathetic and youre completely taking advantage of us. We deserve to be made whole. Instead its insulting what they have tried to offer us. Offer us an amount that didnt even cover the restoration company that came in to rid the water and mold. Which didnt even get paid by this insurance company (they were billed directly) and then the restoration company put a lien on our home. Its absolutely heart wrenching that this is how they treat their customers. We want what we deserve from the damages of our house.Business response
02/27/2024
Good Morning. Unfortunately we are unable to respond to this Complaint due to active Litigation. All correspondence must be through the respective attorney's. We direct our customer to contact their attorney for updates. Thank you.
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Customer Complaints Summary
65 total complaints in the last 3 years.
10 complaints closed in the last 12 months.
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