ComplaintsforHeritage Property & Casualty Insurance Company

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 13, 2021 I received by email at 3:00 a.m. from Brightway Insurance (which is a odd time), stating that Heritage Property and Casualty Insurance who I've been with this company for over seven years, said they will not renew my policy but did not add an explanation as to why. So I filed a complaint with the Department of Financial Services. It is now February 1, 2022 and I have not currently received monies that are due to me which is $284.05 according to the letter that was mailed out to me on 1/10/22. I am pleased that I currently found a company that gives me more coverage and I saved an extra $200.00.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/08) */ 2/8/2022 - BBB Case # ******** - NAIC #***** We previously advised the customer on January 3, 2022 that her policy was non-renewed because her agent no longer represents Heritage Insurance. This reason was printed on the non-renewal notice she received. Our records indicate that a refund in the amount of $284.05 was sent to the mailing address on file on January 17, 2022. If the customer did not receive the check and wishes for a new check to be sent to her, she may contact our office at ************ to verify the correct mailing address and request a stop-payment of the original check. Consumer Response /* (2000, 7, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be calling the company for my check that was not sent out as stated. If there was any check sent out to me, where is a copy of this delusional so-call check as proof with date showing? That's because there wasn't. The only paperwork that I'd received after returning from my trip, were the (2) attached letters which I don't understand why I would be receiving an Invoice of a PAYMENT DUE. So happy to be relieved from this company which in my opinion practice under deception. Consumer Response /* (3000, 9, 2022/02/08) */ I would like this to also go on record as well, I called Heritage at 5:00pm today, February 8, 2022 to request for them to resend the check that was not sent out to me as stated. Thank you Business Response /* (4000, 11, 2022/02/14) */ 2/14/2022 - BBB Case # ******** - NAIC #***** Our records indicate that the customer's $284.05 refund check cleared on January 25, 2022. We are attaching a copy of the endorsed check. Consumer Response /* (4200, 13, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not my signature and for you to think that I had signed that check without taking an account of all of my signed documents that you gave in your records for comparison, you need to go out of business because that is definitely not my signature and I will be pressing charges and filing a law suit as well if I don't get my funds immediately. Business Response /* (4000, 15, 2022/02/22) */ 2/22/2022 - BBB Case # ******** - NAIC #***** We acknowledge that the consumer alleges that she did not endorse the check and that the signature on the check is not hers. We are attaching an Affidavit of Claimant Forgery for the consumer to complete. The consumer must complete the form, have the form notarized, and return the form to Heritage. Once the completed and notarized form is received, we can begin a formal fraud investigation. The investigation may take 30 to 90 days to complete. Once the investigation is complete, we can reissue the check depending upon the results of the investigation. Consumer Response /* (3000, 18, 2022/02/23) */ ***Document Attached*** After seeing the check that was submitted to BBB office, which do not come closed to my signature which they have on their files, I immediately went to file a Police Report & went to both banks (Wells Fargo & Regions). Wells Fargo which is my bank have no records indicating that any funds were removed from said persons or for that amount. Regions Bank, which is who Heritage bank with, said the same as my bank Wells Fargo, and added that the said persons are not real and it looks as if someone used their check. In other words, it's a FAKE. I am attaching their business cards if someone would like to reach out to them like I have already done so. Business Response /* (4000, 20, 2022/03/03) */ 3/3/2022 - BBB Case # ******** - NAIC #***** We are in receipt of the consumer's signed Affidavit of Claimant Forgery and have provided the form to the bank to initiate the investigation process. The bank has confirmed receipt of the affidavit and will begin the fraud investigation accordingly. Consumer Response /* (4200, 22, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is a court date filed already in motion. It is not my responsibility to go back in forth with this agency when I'd hired Brightway as the company to represent me. So I suggest the remaining money and my court fees is what I will be asking to make me whole again. This conversation is over!!!

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 30, 2021 I cancelled my policy. I was informed a refund of my premium was mailed on October 13, 2021. I called Heritage on October 28, 2021 and informed them I had not received the refund and was told another check would be reissued and an investigation would be done. Also if I received the check within the next couple of days to contact Heritage before cashing it to ensure the check would be any good. Two weeks later I checked on the status of the 2nd check only to be told the 1st check was cashed on October 29, 2021 (After I reported I did not receive it). I was provided a copy of the check so I could verify I did not sign the check and I informed Heritage I never received the check so the signature was forged. I was given an affidavit and told to go to Heritage bank holder and file the paperwork. I was told I was not the holder of the account nor was I the victim of this account so Heritage should have filed the report. The same day I filed a police report on the identity theft since someone signed my name. I contacted Heritage and asked when would I receive my refund check and was told the investigation would need to be completed before I am refunded. I want my refund now. Not while they complete their investigation.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/03) */ 12/3/2021 - BBB Case #******** - NAIC #***** We are unable to provide a second refund check while the fraud investigation is ongoing. The results of the investigation will determine how we will proceed with this matter. It is therefore not possible to take any action while the investigation is in progress. The consumer contacted our office on November 17, 2021, November 23, 2021, November 29, 2021, and November 30, 2021 and was advised of the same. Consumer Response /* (3000, 7, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand Heritage needs to conduct an investigation however I informed them on October 28, 2021 I had not received the check and was told they would investigate the matter and another check would be sent to me. I waited 2 additional weeks and called for thw status only to be told nothing was done on the investigation and someone cashed the check. This is something they could have avoided but they did nothing. I have since filed an affidavit with the bank and filed a police report and they want me to wait on their slow as molasses investigation to be completed. No thank you. I have taken the lost and not Heritage. The money is mine not theirs. Pay me. Business Response /* (4000, 9, 2021/12/16) */ 12/16/2021 - BBB Case #******** - NAIC #***** Per our previous response, we are unable to provide a second refund check while the fraud investigation is ongoing. We understand that the consumer has requested a second refund check prior to the closure of the investigation. We are unable to accommodate that request. Consumer Response /* (4200, 14, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the company is requiring time to investigate this and keeping and gaining interest on these funds. I am requesting that Heritage Insurance provide me with with the refund and interest from the date the initial check was issued to the date the refund check is to be paid. I have lost the use of these funds however the company Heritage has not. Business Response /* (4000, 16, 2022/01/07) */ 01/07/2022- BBB XXXXXXXX Per our previous 2 responses, we are unable to provide a second refund check while the fraud investigation is ongoing. We understand that the consumer has requested a second refund check prior to the closure of the investigation. We are unable to accommodate that request.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heritage Insurance has unethical business practices and we need our premium rightfully refunded to us. They claim to have mailed our renewal along with their rate to consent form, back in Aug 2021. We of course never received anything via U.S. mail! Our October mortgage stmt. arrived and our premium tripled to $3,332. The Agent we obtained coverage thru stated that Heritage cancelled our ins. and absolutely will not reinsure. I phoned and the rep.agreed that it makes no sense to triple my premium, collect that premium and decide to cancel and unequivocally refuse to reinsure over failure to sign rate to consent form that was NEVER received in the 1st place. They left us uninsured and can only assume it's because they are aware of original roof from 2004 build and hail damage. Isn't that what insurance is for? We will be forced to obtain an independent inspection of our roof as Heritage can not be trusted to do right by their customers. Records will indicate that our mortgage escrow paid the Ins. premium well before the premium due date. I phoned and spoke to Tonya who said they emailed Mr. W., owner of Ins. agency on August 9th. Heritage stated they mailed the forms to address on record. We never received a thing. Today, Oct. 26, I phoned again and NOW, April states they did not mail, but emailed as we requested paperless. This is so untrue! Yet last week, I requested to see the renewal that we never received. I requested email, since their mail doesn't arrive to address on file. They did NOT have our email on file. How did they email us our renewal and rate form without having our emails on file in the 1st place? However, their cancellation was received in the mail. I asked if my cancellation premium was certified mail and they said no. We now have to obtain homeowners and pay out of pocket in full due to lapse in current coverage. They owe us thousands and have had for well over a month. We need funds for independent roof inspection/replacement.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/02) */ 11/2/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX The consumer's policy renewed for its 2021-2022 policy term and included Consent to Rate premium pursuant to Florida statute 627.171(1). The renewal packet was sent to the consumer on August 9, 2021, 61 days prior to the renewal date. The same day, a memo was sent to the consumer's agent, advising that the signed Consent to Rate form must be provided to the Company no later than the renewal date, October 9, 2021, in order for the policy to renew. The Consent to Rate form was not provided as requested, and coverage was cancelled effective October 9, 2021. A refund check in the amount of $3,332.00 was sent to the mailing address on file on October 21, 2021. We apologize for any confusion or miscommunication surrounding the consumer's policy documents or contact information. The consumer's policy was originally issued with an E-Policy Paperless Discount when it was first written through Heritage on October 9, 2018. We have had both the consumer's email address and mailing address on file since that date. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation states that renewal information was sent 61 days prior to renewal date. They still are not confirming how they "sent" the renewal to us. but Again I will confirm that nothing was received by U.S. mail or by email. WHY, doesn't Heritage acknowledge that their form was never received and why are they Absolutely NOT willing to insure us over non receipt of a form. This is absurd! Their cancellation left us uninsured, yet that notification reached us by mail! Why after we phoned our agent and Heritage, would they not help us and reinstate our policy? I would also like to know why pursuant to Florida statute 627.171(1) the rate to consent form was not a factor or ever signed at policy inception or in subsequent years 2019 and 2020? At this time, I am still waiting my refund check for the entire policy amount. Business Response /* (4000, 9, 2021/11/12) */ 11/12/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX We are attaching a copy of the email that was sent to the consumer, prompting her to review her renewal documents, which were linked in the email. Reinstatement was not offered because the signed form was not provided by the renewal date, as indicated in our prior response. A signed Consent to Rate form is required when consent to rate premium is included in a policy. The consumer's 2019 and 2020 policy terms did not include consent to rate premium, and therefore, signed copies of the form were not required. At the consumer's request, we will issue a stop-payment on the outstanding refund check and issue a new check. To pursue this option, the consumer should contact our office to verify that the mailing address on file is correct.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Due to my insurance agent leaving me stranded for 8 hours, with no roadside, I changed insurance agents, and thus changed my homeowners insurance. Heritage was cancelled. Regions Mortgage REALLY wants their money from Heritage.... and Heritage is REALLY good at avoiding that. At one point, I spoke to Misty in legal, and THAT call went well... She had a CSR named Christian contact me, and he was doing the right thing... but the call dropped. I tried to reach him back, but for 2 hours, they were looking at the caller ID and dropping the call... I FINALLY managed to leave voicemail with Misty. I think Barbara, Antonia, Kelli, other sups conspired on this one... My voicemail to Misty in Heritage's legal dept outlined what happened after I last talked to her... So, I have been thoroughly abused by their call center, until my blood pressure went high enough for me to black out... So... really, all I wanted was to talk to Christian/Misty, to finish what we had started work on... but...

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/22) */ 09/22/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX The consumer's agent cancelled the referenced policy on August 25, 2021. A refund check in the amount of $877.72 generated on September 7, 2021 and was sent to the mailing address on file. Our records show that the refund check was cashed on September 14, 2021. The Customer Service Manager for Heritage's call center has reviewed all calls made to and received from Mr. ********* for quality assurance. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer service I received, which the business believes is appropriate, consisted of dropping calls, and refusing to help. I received the refund and finally got it deposited. However, this company needs to fix is "qa" and customer service practices. What do I know about customer service...I have only worked at the 3rd largest call center company on the planet, for 15 years... Lol Business Response /* (4000, 9, 2021/09/27) */ As previously advised, The Customer Service Manager for Heritage's call center has reviewed all calls made to and received from Mr. ********* for quality assurance. Consumer Response /* (4200, 11, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I was national QA for *********************** for 5 years, I wholeheartedly disagree, with the characterization that the appropriate QA analyst has reviewed, or at least the call analysis is severely lacking. Zero empathy. Putting people on hold without warning, blind transfers, transfers back to queue, long hold/service level issues... Always talking over customers and putting THEIR OWN narrative out there, twisting customers words to be most favorable to themselves, basically shutting customers down from expressing theirs. It is one sided with them. The way I was treated was inappropriate, and I believe this business does this to many of their customers. I'm glad I've never had to have a claim! The sky would fall if I did... There is no customer service, without customer. BBB. This is at an impasse. The business believes it is totally appropriate to not allow customers to speak before disconnecting them, pretending that I said I have a lawyer just to end the call without letting me ask my question, and obstinately acting like every request is unreasonable, no matter how small. This is a bad business, and it seems there is a pattern. I'm aware of another gentleman who has had a recent case like this one. Even the FL insurance commission took his side. However, Heritage remains obstinately refusing to comply with the ruling. This business has a history of other issues, which you can find on Google, including insider trading. There's what you can do legally.... Then there is the right thing to do. They aren't very familiar with the latter.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My policy was cancelled by Heritage Insurance without notification and because there was an error with payment, and a property address issue ( Heritage was notified of correct property address by my Agent and all paperwork submitted had them correct address). My mortgage company contacted them multiple times re payment with no response. Complaint with the state, as no one at Heritage seems to care and still denies any fault. The Florida Insurance Commissioner sided with me and was able to get them to reinstate my canceled policy, however I've spent countless hours on the phone in attempts to resolve. I have made multiple contact attempts to supervisors, who don't respond to email or call. Neither does the underwriting department, or the executive staff itself as I have sent them three emails in attempt to speak to someone regarding my experience. Worst customer service: they care nothing for their clients, even after the fact the insurance commissioner ruled in my favor.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/16) */ 09/16/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX The consumer's policy was reinstated as requested on September 8, 2021. The same day, we also endorsed the policy to correct the mailing and location address as requested. There is an outstanding premium amount of $202.60 due on the customer's 2020-2021 renewal term and an outstanding premium amount of $1,505.60 due on the 2021-2022 renewal term. Payment in the amount of $1,505.60 was received on April 28, 2021 and refunded to the consumer on May 11, 2021, as the policy was in cancellation status at the time. Our records show that the refund check was cashed on August 4, 2021. As a result, there are no outstanding billing adjustments to be made on the policy. The policy is currently in force and reflects the correct address, and the outstanding premium should be paid to continue coverage.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For three years, I mistakenly had two insurance policies with this company. After refinancing my home it was discovered. Heritage quickly cancelled the "wrong insurance policy (XXXXXXXXX) and issued me refunds. Yay! Then came all the trouble. There was a check sent to them in March from Amrock for $568.00, but it had the wrong policy number (XXXXXXXXX) instead of the correct one (XXXXXXXXX). A lady named Elizabeth, in finance, said they would transfer the funds to the correct account. It has never been done! Then came two checks from my escrow account (Quicken Loans), one for $770.00 in May and another one in June for $127.00, both cashed by Heritage. Quicken loans sent those in bulk check with the correct account number (XXXXXXXXX). These checks never showed up in my account either. QL and I talked to Elizabeth again and QL sent her the proof. My account was reinstated! However, since then in has been cancelled again, and I am owed $568. that was over paid.

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/08/19) */ 08/19/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX We are including a breakdown of the payments that were received and subsequently applied, transferred, or refunded for the consumer's two Heritage policies. The $777.00 and $568.00 premium payments made on the consumer's duplicate policy (XXXXXXXXX) in 2019 and 2020 were refunded to the consumer. This was done in error, and we apologize for not transferring the funds to the new policy instead. However, both refund checks were cashed by the consumer. These amounts therefore were not transferred to XXXXXXXXX. The annual premiums for the 2020-2021 and 2021-2022 policy terms for policy XXXXXXXXX were never paid. The policy is therefore cancelled for nonpayment of premium. We would be willing to reinstate coverage upon receipt of payments for the 2020-2021 and 2021-2022 policy terms if received by September 1, 2021. Consumer Response /* (3000, 7, 2021/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response only solidifies my claim that this company has no clue as to what is going on. Let me enlighten them once again. There were two insurance policies on my home from 3/16/2018 until March of this year. Payments were made to Heritage Insurance on both policies. On policy number XXXXXXXXX, they were paid $701.00 in 2018, 4777.00 in 2019, and $568.00 in 2020. I had no idea that this policy even existed until this year (see below) On policy XXXXXXXXX, they were paid $654 in 2018, $725 in 2019, and $568 in 2020. This is through Sturk Insurance Agency, who has been my insurance agent for over 20 years! We refinanced our home in February and March of this year, and when I received the notice that $568.00 had been sent by the title company to Heritage Insurance on policy number XXXXXXXXX, I immediately contacted Heritage Insurance and my Mortgage Company, Quicken Loans. I am attaching a copy of this check that Amrock sent me and sent to Heritage too!!! Heritage found that I had two insurance policies (as I mentioned already) and that payments had been made on both for three years prior to my refinance. Policy XXXXXXXXX was immediately closed and refunds were requested. They also said that the $568 that they received on March 11 and cashed on March 29 from Amrock would be transferred to my correct policy, XXXXXXXXX and that they would refund the three payments made on policy XXXXXXXXX. They further informed me that the premium due on policy XXXXXXXXX was $897.00. We all assumed that Amrock just used the premium amount from 2020 for this year at the closing of our refinance. I asked Heritage if they could just take the $897 that was due on the correct policy from the checks the refunds they were going to send me, but they said that could not be done, only the $568.00 that they received this year could be transferred. I then asked if they could send me an invoice for the balance and that I would pay it as soon as I received and cashed the checks. I was told they would do that, but I never received any invoice. At the end of April I receive a check from Heritage for $701. I am attaching a PDF of this check and the other two that came about two weeks later. I received three checks from Heritage, not two as they stated incorrectly in their response. I never received an invoice, as I said and in May I received a notice that Rocket Mortgage (formally Quicken Loans) had sent Heritage Insurance $770.00 for this year's insurance premium. I immediately called them and asked why they sent $770 and on what policy number. They assured me that it was sent in for policy XXXXXXXXX, but they could not explain to me why it was $770.00??? They told me that this payment was included in a "bulk" check that they sent Heritage for a number of policies and that they could not send me a copy of it, but they could send it to Heritage or my agent. I was on the phone in a three-way call when someone named Elizabeth in the finance department at Heritage spoke to Jazmine at Rocket Mortgage, was sent and received the voucher information from Rocket Mortgage and told me everything was good, that Heritage received the $770.00 and the $568.00 and that I should be getting a refund of $441 that was now overpaid on the policy. About a week later, June 14, I received a statement from Heritage that my policy was reinstated!, but no refund?? I am attaching the reinstatement letter as well. About the same time, I received another notice from Rocket Mortgage that they had sent $127 more to Heritage! OK, $770 plus $127 is $897.00....makes sense I guess?? I called Rocket and they told me that Heritage requested the $127 and they sent it in another bulk check. I again spoke to Elizabeth in finance and she told me that when they receive the check, they will send me back the $568.00. I waited and I waited, and on August 6 I received a letter from Heritage. I was sure it was the check, but it was not. Instead they sent me another notice of cancellation for non-payment on policy XXXXXXXXX!!! I called and called Heritage. No one could or would connect me with Elizabeth, who seemed to be the only person that had a clue about this mess. She would not take my calls, she would not return my calls. The last contact I had with Heritage was with an agent named Tay. On another three-way call that included my insurance agent, Ron W. at Sturk Insurance, Tay told me/us that policy numer XXXXXXXX had been terminated and that a check for $897 had been sent to ***** ******** (my wife) and that she had already cashed the check! That was the end of my rope and I contacted the Better Business Bureau of Florida and the State Insurance Examiners office as I was not getting anywhere with Heritage. Business Response /* (4000, 9, 2021/09/07) */ 09/7/2021 - BBB Case #XXXXXXXX - NAIC #XXXXX The $770.00 and $127.00 payments were received and applied per the premium breakdown previously provided. $86.00 of the $770.00 was applied to the 2018-2019 term of XXXXXXXXX to satisfy the remaining balance. The remaining $684.00 of the $770.00 was applied to the 2019-2020 term of XXXXXXXXX. $41.00 of the $127.00 was applied to the 2019-2020 term of XXXXXXXXX to satisfy the remaining balance. The remaining $86.00 of the $127.00 was applied to the 2020-2021 policy term. The customer received 3 refund checks in the following amounts: $701.00, $777.00, and $568.00. All three checks were cashed by the customer. As a result, there is no overpayment on either of the two policies and no refund owed to the customer. We apologize for any difficulty the customer experienced in attempts to contact our office. The policy is correctly cancelled for nonpayment of premium. Consumer Response /* (4200, 11, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I became aware of two policies on my home, I called my agent and I called Heritage. I was told by both that I had paid premiums on two policies for three years. I was told by Heritage that the "wrong" policy, which was XXXXXXXXX would be canceled and checks would be mailed to me. Well, after your comments here and a lot or research on my part, I have come to the conclusion that payments were never made on XXXXXXXXX, in spite of me getting statements from heritage for three plus years! So, I have looked at all the figures and the numbers and I conclude that I owe you $563 for 2020-2021 and the money has never been paid on this year's policy ($897) premium, because you took that money and allocated it to past policies. Does this sound correct? I have no qualms paying you what I owe you, and I very much would like my homeowners insurance reinstated, upon my payment of course. Please understand that this misunderstanding was not my fault, and I apologize for being so persistent. Again, I was told by your agents that I had paid for two insurance policies for three years, as well as by my agent at Leon Sturk Insurance. This all could have been rectified ands settled months ago if someone in management had just picked up the phone and called me! Please let me know what you wish to do? *** ********

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