ComplaintsforHeritage Property & Casualty Insurance Company

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heritage is my home insurance provider. My home was impacted by both Hurricane *** and ******. The claim required proof of payment for a roof to be installed before dispersing finds. I send proof of payment almost 6 weeks and have not received any updates. I called weekly and daily and never get any answers. The answering machine states that the will contact me within 24 hours and yet NO ONE ever calls back.

  Business response

  06/28/2023

  Heritage is in receipt of the roof replacement invoice from the insured. After review of the documents submitted, Heritage advised the insured on June 27, 2023, that the remaining costs owed under the Ordinance or Law Coverage of their policy would be released. The final claim payment is currently being processed for delivery.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are homeowners and we experienced a leak under the slab of the house in November 2022, this is the first time this has happened to my Dad at this house. We proceeded to reach out to the homeowner's insurance, called in we were given an adjuster *********************. The plumbers were here and they required a payment which we made out of our pocket in the amount of $6500.00 - we gave them that and then I proceeded to ask ***** how we recover from that amount. He explained that the coverage did not cover the plumbing but the damage. All together the damage was estimated at $24092.00. So far, the amount of $16,592 was made we are still out $6500.00 because we have a $1000.00. The contractors called and emailed several times and also called his manager *************************** and she never returned one phone call or email. Which is unacceptable for any customer I have been dealing with Cancer and this is so frustrating. I want the $6068 paid out immediately so we can pay the contractors who already is trying to put a lien on my house because of the insurance company not handling our claim correct.

  Business response

  06/07/2023

  Good Afternoon.  

  Additional identifying information is needed.  In order to properly respond to this request, we will need a policy number and/or claim number to proceed. 

  Thank you. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had not received my Heritage house premium as of 4/6/23. Therefor I called my agent and was told $1,924.00 was due on 4/24/23 and not sent out yet. I confirmed remittance address and wrote the check in the amount told and mailed it on 4/6/23. I received a cancellation letter from Heritage stating I never paid. I received back my un-opened envelope with the check in it. It was dated arrival at Heritage *********************************************** Insurance on 4/19/23 and marked; "FORWARD TIME EXP RTN TO SEND" the return postal stamp now read 4/22/23. When I spoke to the agent on 4/6/23, I asked why there was an increase of $900? I was told everyone's rate took a giant increase this last year. I asked the agent if there was any lower companies and she replied we had the cheapest available for all the coverage we had, and I should keep it. I believe Heritage used this false allocation to cancel us for a reason unknown to us. We have never made any claims and our house is a **** with new HVAC and a well put in in 2019. Roof was not old either. We have purchased insurance elsewhere, but it cost us $200 more. I have not checked to see if this has any effect on our credit report. We have excellent ratings.

  Business response

  06/07/2023

  06/07/2023 BBB Case Number: ******** NAIC #*****
  
  
  On February 23, 2023, Heritage sent the insured an invoice requesting $1,924.00 be paid by April 24, 2023.  Heritage provided a payment address of Heritage Property & Casualty Insurance, **** # ****; PO Box *****;********** ** 35246-****.  When payment was not received Heritage sent a Notice of Cancellation on May 1, 2023,advising the policy would cancel if payment was not received before May 16.2023.  No payment was received.  A Confirmation of Cancellation was sent to the insured of May 17, 2023 advising coverage cancelled effective April 24,2023.  Failure to pay premium does not warrant reporting by ** to any credit bureau, thus it has no impact on credit scores.
  
  

  Customer response

  06/09/2023

   
  Complaint: 20155350
  
  I am rejecting this response because: I was given the remittance address and as you can see by the attached picture; it went to Heritage and sent back from them. Note the dates I reported earlier. No invoice was sent in February, like I said, I CALLED THE AGENT BECAUSE I DID NOT RECEIVE ONE and mailed the check early before the due date.
  
  Sincerely,
  
  ***********************

  Business response

  06/12/2023

  06/12/2023 BBB Case Number: ******** NAIC #*****
  
  
  Heritage Insurance does not accept payments at its physical office address. In addition, Heritage Insurance is no longer located at the physical address the payment was sent to.  It appears the insured is registered for paperless, which transmits invoices and policy documents electronically in exchange for a premium discount.  The initial invoice with the correct remittance address was sent to the email address on file.  We are always happy to provide duplicate invoice copies.  ******************************* is available Monday thru Friday from 9am-8pm EST.  The agent of record also has access to all invoices and should be able to provide duplicate copies of invoices.
  

  Customer response

  06/14/2023

   
  Complaint: 20155350
  
  I am rejecting this response because: How many times do I have to re-iterate my statements. The facts are submitted, I chased down with a call to the agent to pay this invoice prior to due date. Furthermore:  due to prior paper invoices noting three (3) different address, I HAD clarified the remittance address. I suggest you inform YOUR REPRESENTIVE "AGENT" of the correct remittance address. Shame on your company trying to spin this as me the client being negligent. I have no doubt that you will now place blame with the agent since you lost your argument with me. This concludes my communication with your company. I have spent this time filing with BBB to forewarn future clients. Hopefully some will be smart and avoid Heritage Property & Casualty!

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was damaged from hurricane *** and we are still awaiting for repairs. The issue we are having is our homeowners insurance company will not contact us. I have called them at least 20 times in the past couple of months and cannot/have not been able to speak to anyone regarding repairs. I have sent emails as well. We did get a check to get our roof replaced but we had to cover cost of screens for the pool cage and now due to not being able to get into contact with insurance company are going to be paying for our gutters and soffit out of pocket. We need help with getting our insurance company to get into contact with ** so we can resolve our issues.

  Business response

  06/06/2023

  Heritage completed its investigation of the Customers claim and issued payment in accordance with the terms of the applicable insurance policy and ******* Statutes. The assigned desk adjuster sent a letter explaining the coverage decision and payment to the insureds via ** Mail on January 2, 2023; an itemized estimate of the damages based on Heritages onsite inspection of the loss was enclosed with the correspondence to the insureds. As explained to the insureds, any costs related to the repair or replacement of the screen material of the pool cage are not covered pursuant to unambiguous terms of the policy. As requested, Heritage contacted the insured on June 6,2023, and requested documentation of the completed repairs and any additional costs for review. Heritage has and will continue to work with the insureds to resolve the subject claim.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was overcharged for my homeowner's insurance by a substantial amount. I live in a townhouse but was being billed for a mult-family unit which was costing more than $2,000/year than I needed.

  Business response

  05/23/2023

  05/19/2023 BBB Case Number: ******** NAIC #*****
  
  
  ** 2019 the insureds premium was $1,187.00.  In 2020 the premium was $1,316.00.  For the 2021-2022 term the premium was $2400.00.  On May 30, 2022 we extended a renewal offer to the insured for $2,921.00.  The renewal premium was paid in full on July 22, 2022.  Heritage has confirmed the insured has not been overcharged. 
  
  

  Customer response

  05/25/2023

   
  Complaint: 20080902
  
  I am rejecting this response because: I was paying to insure things I dont even have i.e. other outdoor structures. I live in a townhome/condo and dont have any type of outdoor structures. Two different insurance companies advised me of this issue and said I was over paying and insuring things I dont even own. 

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

  Business response

  05/30/2023

  05/30/2023 BBB Case Number: ******** NAIC #*****
  
  
  Heritage Insurance operates under an independent agency distribution model. As such,independent agents submit coverage applications to ** and in many cases, have full binding authority. On July 11, 2019 the insured signed a Heritage Insurance Application, provided by the insureds agent, which states by signing below you acknowledge that you have had an opportunity to evaluate the terms and conditions of the policy and endorsement.  At any point since inception in 2019, the insured had the ability to make coverage revisions. 

  Customer response

  05/30/2023

   
  Complaint: 20080902
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/31/2022, We requested a stop payment and submitted a change of address to Heritage *********************************************** Company due to the sell of our home and Home Owners Policy (policy number NCH0040448) being cancelled. on 11/8/2022 I followed up with the company and our umbrella agency Goosehead Insurance and was told the address had not yet been updated despite a copy of the form sent in and accepted on 10/31/22 and signed by *******************************. They stated they would send the check to our new address. It has been over 6 months and we recently got a letter to our new address **************************************************************************************** asking if they should resend a new check as it had not come out of their account. I checked yes and returned this. I called on 4/21/2023 and was told it was sent out on 4/18/2023, but the representative stated she could not tell me which address it went to. It is now 5/8/2023 and we have not seen this check.

  Business response

  05/09/2023

  05/08/2023 BBB Case Number: ******** NAIC #*****
  
  
  On November 9,2022 a refund in the amount of $2,119.94 was sent to *********************************************************************  On April 17, 2023 we placed a stop pay on this check.  On April 19, 2023, a refund in the amount of $2,119.94 was sent to ********************************************************************  Heritage insurance has not received a request to update the mailing address to-date.  For further information regarding the mailing address update, we recommend reaching out to Goosehead Insurance or to ** directly. 
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Policy Number: HOH618492 Claim: H123396 ******* Property Address: ************************************************************* After suffering a lose on 04/13/2023 due to a ruptured toilet bowl pipe, I filed a claim with Geico/Heritage insurance. The house was due to sold and closed on 04/14/2023, but this was cancelled due to damage from the lose. My homeowners insurance was due to be canceled on 04/15/2023. When I called Geico to attempt to extend and reinstate my insurance policy I was instructed to write a letter that was not truthful and or forthcoming, but I refused. ***** representative stated that I need to make certain statements on the letter that were not true in order to reinstate my homeowners insurance. When I stated that I could not write the letter the way that ***** wanted me to, the representative stated that Heritage insurance could not reinstate the policy without this fraudulent letter, and I ended the phone call. When I called Heritage insurance directly, they stated that I could not reinstate my policy after filing a claim. After Filing a homeowners claim with Heritage insurance, I was connected with an insurance Claims Examiner ***************************. ************** was contemptuously disrespectful, ignored phone calls/emails, and ignored an itemized bill from the water mitigation company in an attempt to defraud the water mitigation company of proper payment. ************** was attempting only to issue a ******** payment to the water mitigation company, who in fact was owed upwards of *********. After letting ************** know I was suffering a hardship due to inability to secure homeowners insurance on my VA home and that I was a Veteran/prior ***, she stated that that had nothing to do with her and completely ignored me thereafter.

  Business response

  05/01/2023

  Heritage received our customers notice of claim on April 13, 2022, and an inspection of the home took place shortly after. There was communication between the customer and the claim examiner through the handling of the claim. A payment for covered damages was made within three weeks of receiving the claim. Management had discussed claim with insured.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heritage *********************************************** Insurance owes me $3,491.00 for policy # HOH286203. They have had this money for over 3 weeks and have not attempted to return. Instead they have sent multiple statements showing the credit balance. When I called on April 18th a rude customer service agent claimed a refund was processed on 4/17 but could not provide a check # or reference #. I subsequently received another statement from Heritage dated 4/17 on 4/22. It is obvious no refund was ever processed. I demand an expedited return of my credit balance.

  Business response

  04/26/2023

  04/26/2023 BBB Case Number: ******** NAIC #*****
  
  
  On April 18, 2023 a refund in amount of $3,491.00 was sent to via Check #****** to the mailing address on file.  Our records show the refund has not been cashed as of April 26, 2023. 
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refuse to return my calls and emails. I have been waiting on a payment from a claim that they approved. Now the roofing company has put a lean on my house.

  Business response

  04/13/2023

  Please provide a claim number and/or policy number so we can properly identify the policyholder and prepare a response.  Thank you. 

  Customer response

  04/13/2023

   
  Complaint: 19924298
  
  The claim number is H93645

  The policy number is HOH 357569
  
  Sincerely,
  
  *********************

  Business response

  04/19/2023

  CASE ID: CASE ID: ********
  This letter is in response to the complaint filed by the insured. The claim was reported for damages reportedly occurring on March 15, 2022 due to potential wind damage. Our field adjuster inspected the property and coverage was afforded by the desk adjuster on November 21, 2022 with a payment issued on the same date for roof damage. A Certificate of Completion (COC) was received with an issue date of February 21, 2023 though it does not appear that we have received any further estimates for review. No further emails from the insured were located, however, the desk adjuster ************************* is no longer with the company and will not be able to provide any information regarding the claim. Manager ******************************* reached out to the insureds by phone on April 19, ********************************************************************* questions. At this time we are pending further contact from the insureds to ensure their payment is received.
  We look forward to moving this claim forward for the policyholder.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On sept 28 our house was ravaged by hurricane ***. We have been insured by heritage for decades. We still pay them each month. Our damage to our home was estimated at over 300 thousand dollars We recieved a check for ******* from heritage. Our adjuster says they will not respond to any correspondence what so ever. We have never filed a claim My husband has cancer and hasnt the strength to fight this company. Were frightened we will lose our home over this. Can you help?

  Business response

  04/10/2023

  We are unable to locate a claim with the information provided. In order to properly identify our customer, please provide a claim number and/or policy number.  Thank you. 

  Customer response

  04/10/2023

   
  Complaint: 19911411
  
  I am rejecting this response because:
  
  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. ↩