ComplaintsforHeritage Property & Casualty Insurance Company

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim Number: ********** Date of Loss: August 28, 2023 Loss Type: Water Damage Heritage Insurance failed to provide coverage on a water leak that was in a wall. This leak was only discovered by removing cabinets. There was no way of knowing that the leak was present. I am due money for repairs that the field adjustor said this was a newly discovered leak and should be treated as such. *****************************, Claims Adjuster, misrepresented the claim and 'led us on' for over a month on the claim status. I and my family faced mold build up in that time as the leak and damage was exposed to open air. I asked for a mold mitigation and she said she would provide but never did. *************************** lied and misrepresented herself to me that the claim was going through and that I would receive money for the repairs, only to back out of it at the end. My claim is legit and Heritage is required to compensate me for the damage. *************************** and the Heritage underwriters exposed us to mold build up for over a month of time wasting and refused our claim. I demand that *************************** be reprimanded for her misrepresentations and my claim to be paid out.

  Business response

  10/02/2023

  Good Afternoon.  

  Heritage has received correspondence from the ** Department of Insurance regarding this customer/ claim number.  

  A response will be provided through the ** Department of Insurance only. 

  Thank you. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Client: ************************************* Claim Number : HP216415 Date of Loss: September 28. 2022 Loss Type: Wind - Hurricane Our house was damaged by Hurricane *** on September 28, 2022 today almost 1 year later we are still unable to repair our home.On October 3, 2022 we made a claim to this company for the damage to our property. After months trying to contact them and without a response finally on February 27 , 2023 they sent a check that ended up being sent to an incorrect address after trying to communicate with them again until April 24, 2023, a new check was issued and sent to us.This amount does not cover even a third part of the damage we have in our house. the roof is destroyed inside and out and our house is very damaged as a result of the water that entered that day of the hurricane plus all the rain that has entered our house for almost a year.our lawyer sent a detailed appraissal of all the damages we have and has continuously tried to communicate with them and it has been impossible. Finally, more than 1 month ago, they sent a contractor to our house to do an inspection of the house again and until now we have not received a response. We demand that this company respond and communicate with our representative so that they solve our problem and we can repair and have the house as it was before the hurricane.

  Business response

  09/08/2023

  Heritage had an engineer inspect the Customers property, and after that inspection,Heritage was waiting for the engineer to document its findings from the inspection in a report. Recently, Heritage received the report from its engineer, and it is now in the process of finalizing its review of this documentation. Based on the additional information that has been received, it appears that the Customer will be receiving a supplemental payment soon; and as such, this issue should be resolved soon.
  

  Customer response

  09/15/2023

   
  Complaint: 20569017
  
  I am rejecting this response because:

  Our representative has been calling Heritage and emailing all this week, calling and leaving several voicemails trying to set up a conference call with the claims adjuster who has been changed a couple of times. we have had NO response.
  This is not new to us because we have been in this same situation, No response to our calls , No response to our emails for almost a year and Heritage still does not give us a real solution.
  
  Sincerely,
  
  *************************************

  Business response

  09/19/2023

  Please be advised that Heritage has called and emailed the Customers attorneys office and provided the contact information for Heritages counsel and for the current adjuster on the file. If Customer still has questions or concerns,Customer should have its attorney respond to Heritages counsel who recently contacted his attorneys office.

  Customer response

  09/20/2023

   
  Complaint: 20569017
  
  I am rejecting this response because:

  Heritage has refused to call or email us back Our Lawyer have been emailing multiple times and called and left multiple voicemails with the adjusters and get NO response

  We attach proof of the emails that have been sent to the current examiner "*************************" without a response, this without counting the voice messages that have also been left by our lawyer.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Preparing for hurricane and tried to reach out to Heritage about my tarp on the roof. The tarp company stated they would love to come and fix it after the hurricane passes through (they only guarantee the tarp will stay put for 30mph or less winds and the hurricane will be more.) I wanted to get ahead and go ahead and schedule for them to fix it, as it will need to be replaced. If everything is fine, I would cancel the appointment. I tried speaking with *********************** (my Desk Examiner) and she was anything but helpful. She told me that anything after the initial tarp installation is up to me. Which, I never got any documentation that stated this, never signed anything etc. Also, I had it replaced with no problems about a month ago July 20th which she offered to schedule, but I had to put it into my own hands because they switched desk examiners on my (for the 3rd time) without notification, so I had been trying to contact the previous person (with no luck of course). Now, if there is an issue with my tarp off my damaged roof, I have to deal with it myself. You would think, with a national disaster they would be more empathic as a company, especially when, the tarp national relief company is willing to fix it. This all could have been prevented, but Heritage sent the roof claim check and they put on the incorrect Mortgage company. They stated it wasn't their fault. But admitted did not confirm with myself or the mortgage company. If it wasn't for this HUGE mistake, I would have already had my roof replaced. They will not own up to the mistake, even though they are the ones that didn't confirm with that mortgage company or myself before sending an almost $10,000 check. Extremely irresponsible if you ask me. I ask, for them to schedule a company to come out after the storm to fix the tarp due to their check mistake that could have been prevented, if they just confirmed. If they would have taken the proper channels, I would have had my roof replaced last week.

  Business response

  08/31/2023

  Heritage has paid the Customer all monies owed under this claim. Throughout the course of the handling of this claim, the mortgagee information changed, and this issue was not reported to Heritage; nevertheless, the issue has been resolved and the Customer has been paid in full. With regards to the tarp, the Customer attempted to arrange service for an issue that had not actually transpired and was doing so in an incorrect manner. Heritage remains ready and willing to work with the Customer if she has a new claim to report but her current claim has been handled appropriately and has been paid and closed.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initiated a claim w Heritage on 9/29/22 after Hurricane ***. On 10/20/22 I sent 7 detailed emails of my claims. Over the next 2.5 months, all attempts to communicate w them were ignored. On 1/9/23, over 100 days later, I was notified of many denied claims and given a small payment. I informed them I did not accept their finding. In Feb I sent additional information and claims. No response. All communication by me ignored. In May I got through on phone and found out my case had been given to another adjuster 2 months earlier. All part of the Heritage game. In late May, new adjuster denied all my remaining claims. She had not been given important info from 1st adjuster. In June I sent 2nd adjuster revised,detailed explanations of the claims I had sent months earlier to 1st adjuster. On 7/19/23, two Heritage detectives and a fabric expert, were sent to look at a rug damaged by mold. They moved the rug into a room where there was a rug that my dogs pee on. When they smelled the pee rug they immediately concluded it was coming from the moldy rug. The moldy rug had NEVER been peed on b/c my dogs were not allowed access to it. No attempt was made by "detectives" to look at the pee rug or remove it from the room. But they all agreed there was a large area of mold on the rug in question. They came to my home to bully, intimidate and lie to me. They found nothing. Afterward, I sent emails to everyone involved in my case, including Mr **** describing the ridiculous charade that took place that day. No response.Heritage paid 2 "detectives" to drive from ***** to ********** for a day, in a failed attempt to prove I didnt deserve the remaining $2763.84 they owe me! Thats all Im asking for. Pay me what Im owed! In March, the *************** did an investigation that found Heritage was fraudulently altering field adjusters reports to decrease some claims by > 80%. ******************************************************************************************************************

  Business response

  08/01/2023

  Heritage has already issued payment to our Customer in the amount of $3,429.51. The Customer had a deductible of $6,762.00 that was considered and applied to her overall loss. Heritage recently completed its supplemental investigation of the damages the Customer is claiming and will be contacting the Customer in an effort to resolve her issues. 

  Customer response

  08/05/2023

   
  Complaint: 20375819
  
  I am rejecting this response because: Heritage has agreed they owe me an additional $2763.84, which is what I am asking for. However, they will not send the payment until I have signed away ALL my rights to absolutely anything, past, present and future, regarding their company. With their history of blatantly lying to me, threatening and intimidating me, as well as the fraud they've committed to numerous other homeowners (well documented by several news sources), I cannot trust them to send the payment. They are holding it hostage and that is unacceptable.  
  
  Sincerely,
  
  ***************************

  Business response

  08/08/2023

  Heritage is in the middle of settlement discussions with this Customer; and thus, we are limited as to what we can disclose. On August 8, 2023, a representative from Heritage communicated with this Customer over the phone and sent her an email to discuss this issue. The parties have agreed on some matters but are finalizing the details. It is anticipated that this will be resolved soon.Heritage remains ready and willing to discuss this matter with the Customer and to discuss a resolution of this issue.
  

  Customer response

  08/08/2023

   
  Complaint: 20375819
  
  I am rejecting this response because: There is NO negotiating being done! Heritage has agreed in writing they owe me the $2763.84 I'm requesting. They are demanding I sign away ALL my rights pertaining to this claim (3 pages of ******** I must have witnessed, notarized and returned to them) before they will send the $. That's coercion. That's not "negotiating." I refuse to sign anything to get the payment I am rightfully owed. The fact that they are scared of me is very concerning. What else have they done?
  
  Sincerely,
  
  ***************************

*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. ↩