Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My policy # PTFC0031519-00/ Claim # *********.My vehicle was stolen on 9-6-2023. A claim was filed with People's Trust Insurance Company, their third party administrator, Loyalty Underwriter MGA, Claim Adjuster *******************************, Tel ************, has not provided any kind of information or status on the claim. I have several messages at the number listed above and have received no answer. Every time I called their customer service #, they refer me to the adjuster, who doesn't answer the phone and does not return messages. I have been without a vehicle for almost 2 months now. I provided the insurance company with the information they requested, yet nothing is happening. I continue to make payments on my loan and have no car and the company who collected my premiums is not holding up their end of the deal. Please assist in getting the insurance company to resolve and pay this claim ASAP as I'm being forced to use public transportation and relaying on friends and family for my daily needs as I don't have a vehicle.

  Business Response

  Date: 11/15/2023

  This correspondence serves as Peoples Trust Insurance Companys (PTI) response to
  Service Request ********. PTI appreciates the time and effort spent by *******************************
  (Insured) in raising her concerns. PTI thoroughly reviewed the claim in connection with the
  allegations raised in the Service Request and, at this time, denies any wrongdoing.
  

  Regarding Claim No. *********, the Insured contacted PTI to report her vehicle had been
  stolen on 9/6/2023. PTI requested various documents from the Insured to process the claim, some
  of which the Insured provided on 9/6/2023. PTI also requested the police report. On 9/7/2023,
  PTI submitted correspondence to the Insured requesting additional information and
  documentation. On 9/11/2023, PTI spoke with the Insured and requested information it was still
  missing. On 9/14/2023, PTI spoke with the Insured regarding the documentation requested. On
  9/18/2023, PTI received some of the documents requested from the Insured. On 9/28/2023, PTI
  attempted to contact the Insured, but was unable to reach her and, therefore, left a voice message.
  On 9/26/2023, PTI received additional documents requested from the Insured. On 9/29/2023, PTI
  spoke with the Insured regarding the documents received. On 10/18, PTI attempted to contact the
  Insured, but was unable to reach her and, therefore, left a voice message. On 10/24, PTI received
  the police report, lien information, and the vehicle valuation report for the Insureds vehicle. On
  10/25/2023, PTI again attempted to contact the Insured, but was still unable to reach her and left
  another voice message. On 11/2/2023, PTI called the Insured to discuss the claim and missing
  information, but she advised she was unable to talk and would call PTI back. On 11/6/2023, PTI
  spoke with the Insured and obtained her recorded statement. Thereafter, PTI completed its
  investigation, confirmed coverage for the loss, and declared the Insureds vehicle a total loss. PTI
  is currently processing the total loss documents and anticipates having the documentation and
  payment issued by 11/17/2023.
  

  Regarding the Insureds allegations raised in the Service Request, PTI denies the
  allegations and any wrongdoing.
  
  We trust that the foregoing fully addresses the concerns raised in the Service Request.
  Should you have questions or need further information regarding this matter, please contact me
  directly.
  

  Sincerely,
  *************************, Esq.
  Vice ********** ******* Counsel

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance company not answer the phone l never explain to me to fix the job to repair the car

  Customer Answer

  Date: 10/05/2023

  MORE INFORMATION

  10/5/2023

  THIS IS THE PERSON IS IN CHARGE YOU CAN CONTACT

  ***********************;

  CLAIM NUMBER 230005205

  CLAINS ADJUSTER 

  ***********************

  FAX ************ 

  EMAIIL *****************************

   

  Business Response

  Date: 10/17/2023

  This correspondence serves as Peoples Trust Insurance Companys (PTI) response to
  Service Request ********. PTI appreciates the time and effort spent by *********************************,
  (Complainant) in raising his concerns to the Department. PTI thoroughly reviewed the claim in
  connection with the allegations raised in the Service Request and, at this time, denies any
  wrongdoing.
  Regarding Claim No. *********, its Insured contacted PTI on 8/24/2023 to report an auto
  accident involving ************************************** (*********) while operating a vehicle owned by
  ************************* (*****) and the Complainant. Thereafter, on 8/24/2023, PTI spoke with
  ********* regarding the accident and to requesting additional information and photos of the
  damaged vehicle. PTI later requested the police report, which it received on 8/28/2023. On
  8/28/2023, PTI submitted correspondence to ***** via US mail. On 8/30/2023, PTI attempted to
  contact *********, but was unable to reach her and, thus, left a voice message requesting that she
  return the call. On 9/5/2023, PTI spoke with the Complainant regarding the vehicle. On 9/6/2023,
  PTI attempted to contact the Complainant, but was unable to reach him and, thus, left a voice
  message requesting that he return the call and provide information regarding the vehicles location
  as well as photos of the damages. On 9/8/2023, PTI again attempted to contact the Complainant,
  but was still unable to reach him and, therefore, again left a voice message requesting that he return
  the call and provide information regarding the vehicles location, what body shop is repairing the
  vehicle, and photos of the damages.
  On 9/11/2023, PTI spoke with the Complainant, wherein he advised he has no photos of
  the vehicles damages to provide, but would take the vehicle to a body show and forward their
  estimate and photos. Thereafter, on 9/11/2023, PTI submitted correspondence to the Complainant
  via email. The Complainant then submitted photos of the purported damages to the vehicle to PTI
  via email. On 9/21/2023, PTI received the estimate from the Complainants body shop along with
  photos of the damages. On 9/26/2023, PTI received the valuation report for the Complainants
  vehicle. On 10/11/2023, PTI completed its investigation of the claim, confirmed coverage for the
  damages to the Complainants vehicle, and determined the vehicle to be a total loss given the cost
  to repair the vehicle compared to the value of the vehicle. Thereafter, on 10/11/2023, PTI spoke
  with ***** to advise of same. On 10/11/2023, PTI also submitted a total loss settlement agreement
  to ***** and the Complainant, but has yet to receive the executed agreement or any further
  communication from either ***** or the Complainant.
  Regarding the Complainants allegations raised in the Service Request, PTI denies the
  allegations and any wrongdoing.
  We trust that the foregoing fully addresses the concerns raised by the Department in its
  Service Request. Should you have questions or need further information regarding this matter,
  please contact me directly
  Sincerely,
  *************************, Esq.
  Chief Legal Officer
  BRF/ems

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today 9/28/2023 exactly one year after hurricane *** hit our home in SWFL. We sit here with a damaged home, plywood covering our living room window and long planks holding our exterior wall together, still waiting.. We are insured by *** and our home incurred wind damage from the 155mph storm. ***'s adjusters missed major structure damage on our home. They offered net @17,000 on our contractor estimate @120,000. After dozens of calls and months and months of waiting in May 2023 they offered mediation. I hired a representative to meet with their representative. Two months later in July still no contact from *** to meet up and start mediation I started calling again. My newly assigned desk adjuster( I think the third one) said her boss was just about to call us to make a settlement offer. I told her we would need to get an updated estimate as prices for everything had risen in the past 10 months. Apparently, that was not what she wanted to hear and emailed me shortly after to say they would not make and offer but would finally schedule the mediation. In August we finally meet with their rep and we all survey the damages. Their rep made some statements regarding the preparation of her estimate that left me confused but I'll have to weigh that with what entails as we are still in this process. In September my hired representative reviewed the *** estimate with me. I had to call the *** desk adjuster with questions on the policy and new *** estimate. She was reluctant to answer my questions as she wanted a signed acceptance before she could answer my questions. I advised I couldn't sign the acceptance because I had questions on the process and details. My ensuing conversation gave me the impression that when my desk adjuster receives the file that we would again start up another negotiation session to continue to have *** again decrease the payment needed the repair our home. And so this saga continues, no emails today.. time to call again. Stay tuned Thank you BBB !

  Business Response

  Date: 10/11/2023

  This correspondence serves as Peoples Trust Insurance Companys (PTI) response to Case #: 20668668.  PTI appreciates the time and effort spent by *********************************, (Customer) in raising her concerns to the Department. PTI thoroughly reviewed the claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
  
  The subject loss was first reported to PTI on October 12, 2022, as occurring on September 28, 2022. At the time of reporting, the Insured advised that the attic and insulation was wet, sheet rock had blown out near the porches, there were broken windows and interior ceiling stains, as well as damage to the pool cage.
  
  Following the reporting of the loss, an inspection of the property was completed on October 23, 2022, and PTI issued a coverage determination letter to the Insureds on December 21, 2022. Within the letter, PTI advised the Insureds that their claim is covered and that the insureds would be indemnified by means of repair, in accordance with the policy. Accordingly, PTI timely elected its option to effectuate covered repairs through a preferred contractor, Rapid Response Team (RRT), pursuant to the terms and conditions of the Policy and its endorsements. PTI enclosed its estimate for repairs and also notified the Insureds of the availability of appraisal to resolve any disputes concerning scope of repairs and that if they disputed the scope of repairs, they should provide a Sworn Proof of Loss (SPOL), along with their own damage estimate and supporting documentation. The letter also attached a copy of PTIs E023 Preferred Contractor endorsement. A copy of the full coverage packet, including the damage estimate, blank Sworn Proof of Loss, and FDFS Mediation Notice and Brochure is attached hereto.
  
  Shortly after the acknowledgement of coverage, PTI issued a Claim Settlement Offer on March 1, 2023. The enclosed letter explained that PTI was offering a monetary settlement in lieu of proceeding with repairs, but if the Insureds did not accept the offer for any reason, the election to repair would remain in effect.The settlement check was subsequently returned and PTI proceeded to issue correspondence demanding appraisal, in accordance with the policy.
  
  Recently,an appraisal award was obtained which outlines the scope of repairs to be performed by RRT. However, PTI is happy to report that as of earlier today the parties were able to reach a monetary settlement in lieu of proceeding with the election to repair. The Insureds returned an executed release upon which payment will be issued.
  Should you have any further questions, please do not hesitate to contact me directly.
  
  Sincerely,
  *************************, Esq.
  Vice ********** ******* Counsel 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was insured by people's Trust when *** hit in September 2022. Filed claim immediately. There was a clause in policy that requires a company called Rapid Response that serves as their in house contractor do all repairs. Our initial response was please send Rapid Response ASAP to begin repairs. We were told by desk adjuster that Rapid Response was more than 10 months out on their schedule and would not be able to begin and complete repairs in a timely manner. So PTI tried to settle but offer didn't come close to actual cost of repairs. PTI estimate was around 40k. We hired public adjuster and their estimate was more than 120k. As of 9/18/23 more than 1 year later our adjuster has been unable to negotiate a fair settlement with PTI. No repairs have been made and home is in same condition as the day after storm. To top it off we've been non- renewed by PTI and cannot obtain new home owners insurance due to the open claim. All we wanted was a fair amount to have our home restored to its pre hurricane condition per ******* policy

  Business Response

  Date: 09/28/2023

  This correspondence serves as Peoples Trust Insurance Companys (PTI) response to Case #: 20622367.  PTI appreciates the time and effort spent by ***************, (Customer) in raising his concerns to the Department. PTI thoroughly reviewed the claim and subject policy in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
  
  The subject loss was first reported to PTI on September 29, 2022, as occurring on September 28, 2022. At the time of reporting, the Insured advised that a tree had fallen on the roof of the back lanai and was resting there. It was further reported that the porch roof was leaking. Upon receiving notification of the loss, PTI assigned its preferred contractor, Rapid Response Team (RRT) to visit the home and perform tree removal services. Also, on the day of reporting, the Insured was emailed a copy of the What to Expect detailing the claims investigation process that was about to commence.
  
  Following the reporting of the loss, an inspection of the property was completed on October 11, 2022, and PTI issued a coverage determination letter to the Insureds on November 2, 2022. Within the letter, PTI advised the Insureds that their claim is covered and that the insureds would be indemnified by means of repair,in accordance with the policy. Accordingly, PTI timely elected its option to effectuate covered repairs through a preferred contractor, Rapid Response Team (RRT), pursuant to the terms and conditions of the Policy and its endorsements.PTI enclosed its estimate for repairs and also notified the Insureds of the availability of appraisal to resolve any disputes concerning scope of repairs and that if they disputed the scope of repairs, they should provide a Sworn Proof of Loss (SPOL), along with their own damage estimate and supporting documentation. The letter also attached a copy of PTIs E023 Preferred Contractor endorsement. A copy of the full coverage packet, including the damage estimate, blank Sworn Proof of Loss, and FDFS Mediation Notice and Brochure is attached hereto.
  
  Shortly after the acknowledgement of coverage, PTI issued a Claim Settlement Offer on November 30, 2022. The enclosed letter explained that PTI was offering a monetary settlement in lieu of proceeding with repairs, but if the Insureds did not accept the offer for any reason, the election to repair would remain in effect. A couple of months later the Insureds retained a Public Adjuster who submitted a SPOL and supporting estimate evidencing a scope dispute amongst the parties. Upon receipt of said documentation, PTIs desk adjuster proceeded to issue correspondence demanding appraisal, in accordance with the policy. The claim is currently in the appraisal process so that the parties can obtain an agreed-upon valuation of the claim and RRT can proceed with repairs to restore the home to pre-loss condition.
  
  As it relates to the Non-Renewal Notice previously issued, a Rescission Notice was issued today and is attached hereto.
  
  Should you have any further questions, please do not hesitate to contact me directly.
  
  Sincerely,
  *************************, Esq.
  Vice ********** ******* Counsel 

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Homeowner insurer, Peoples Trust sent a letter stating Due to age, a complete roof replacement is required. Our 25 year roof is 18 years old. This led to a Roof Inspection to evaluate how many years were left on our existing roof.Here is where I have a problem.I could only contact Home Insurance Services to have ******* inspected. Peoples Trust would not accept any other roof company to do the inspection.To me this is the classic Fox guarding the hen house . I hope you agree that this closed loop is somehow not legal.

  Business Response

  Date: 09/15/2023

  This correspondence serves as Peoples Trust Insurance Companys (PTI) response to Case #: ********. PTI appreciates the time and effort spent by ************************* (Insured) in raising his concerns to the Department. PTI thoroughly reviewed the policy in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
  
  PTI confirms that on 7/25/2023 a Condition of Residential Property was provided to the Insured advising that due to the age of the roof a complete roof replacement is required. To be more specific, it was determined that the shingle roof was last replaced in **** and does not meet PTIs underwriting guidelines.
  
  Regarding the use of *************** Services, PTI responds by advising that there was a Special Legislative Session in May of 2022 in which the Legislature passed two bills - Senate Bill 2D and Senate Bill 4D. As it pertains to the Insureds concerns, below is the relevant language:
  
  Roof Inspection portion (line 889):
  
  (5)(a) As used in this subsection, the term authorized inspector means an inspector who is approved by the insurer and who is:
  1. A home inspector licensed under s. 468.8314;
  2. A building code inspector certified under s.468.607;
  3. A general, building, or residential contractor licensed under s. 489.111;
  4. A professional engineer licensed under s. 471.015;
  5. A professional architect licensed under s. 481.213;or
  6. Any other individual or entity recognized by the insurer as possessing the necessary qualifications to properly complete a general inspection of a residential structure insured with a homeowners insurance policy.
  (b) An insurer may not refuse to issue or refuse to renew a homeowners policy insuring a residential structure with a roof that is less than 15 years old solely because of the age of the roof.
  (c) For a roof that is at least 15 years old, an insurer must allow a homeowner to have a roof inspection performed by an authorized inspector at the homeowners expense before requiring the replacement of the roof of a residential structure as a condition of issuing or renewing a homeowners insurance policy. The insurer may not refuse to issue or refuse to renew a homeowners insurance policy solely because of roof age if an inspection of the roof of the residential structure performed by an authorized inspector indicates that the roof has 5 years or more of useful life remaining.
  (d) For purposes of this subsection, a roofs age shall be calculated using the last date on which ************************************************************************************************************************** the initial date of a partial roof replacement when subsequent partial roof builds or replacements were completed that resulted in 100 percent of the roofs surface area being built or replaced.
  (e) This subsection applies to homeowners insurance
  policies issued or renewed on or after July 1, 2022.
  
  Peoples Trust Insurance has approved *************** Services to conduct all Roof Certification Inspections and has not authorized or approved any other inspector or inspection company to conduct these inspections.
  
  In this case, the licensed Home Inspector from *************** Services noted the roof in question was in unsatisfactory condition due to excessive granular loss and the Non-Renewal Notice was issued on 9/7/2023. Nevertheless, the policy is eligible to be reviewed for reinstatement within 45 days of the expiration date with acceptable proof of roof replacement.
  
  Should you have any further questions, please do not hesitate to contact me directly.
  
  Sincerely,
  *************************, Esq.
  Vice ********** ******* Counsel
  
  Encl:               Condition of Residential Property;
                          Non-Renewal Notice. 

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since hurricane *** 9/28/2022, when our property sustained severe damage, we have been trying to get our insurance company People's Trust, 18 People's Trust Way, ***************, ** *****, ************ to settle our claim. Our roof is going on the 5th tarp, the tarps shred everywhere, the roofing nails get strewn all over the yard causing an extreme hazard. My husband ****** who is permanently and completely disabled since 2009 has been forced to clean up the shredded tarp and nails out of the gutters, and the yard as it has to be mowed by our lawncare company and will damage their equipment , and the pool (daily)which has already been through a pump and motor filling up with the tarp debris. My husband in addition to his mobility disability has a serious heart condition, and attempting to constantly have to clean up the property in this heat is an extreme hardship for him and is seriously affecting his condition. This is totally avoidable as this company could have easily settled the claim months ago. Please help us, thank you

  Business Response

  Date: 08/08/2023

  Peoples Trust Insurance (PTI)is pleased to advise that as of earlier today a settlement has been reached between the parties. Nevertheless, PTI would like to offer a brief background as to the timeline of events preceding the settlement between the parties.
  
  On 9/30/2022, PTI was advised of damages to the roofing system, exterior and interior of the home resulting from Hurricane ***. Thereafter, on 10/21/2022, PTIs Field Adjuster inspected the home in order to determine the cause of loss and scope of damages.
  
  As a result of the inspection and investigation of the claim, on 12/19/2022, PTI issued its coverage determination letter. Within the letter, PTI advised the Insureds that their claim is covered and the insureds would be indemnified by means of repair, in accordance with the policy. Accordingly, PTI timely elected its option to effectuate covered repairs through a preferred contractor, Rapid Response Team (RRT), pursuant to the terms and conditions of the Policy and its endorsements. The letter goes on to explain all relevant policy language and endorsement, and also advised the Insureds to submit a Sworn Proof of Loss and supporting estimate of their scope dispute in the event that they are not in agreement with PTIs assessment.
  
  Following the coverage determination letter, PTI received documentation prepared on behalf of the Insured in support of a scope dispute. In accordance with the policy, PTI communicated its demand for appraisal in order to resolve the dispute between the parties. Ultimately, an Appraisal Award was obtained and pursuant to the policy the repairs were to be performed by RRT. However, as mentioned above,PTI extended a settlement offer in lieu of performing repairs in order to resolve this claim.
  
  Should you have any further questions, please do not hesitate to contact me directly.
  
  Sincerely,
  *************************, Esq.
  Vice ********** ******* Counsel

  Customer Answer

  Date: 08/11/2023

   
  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

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hurricane *** hit my house causing a great deal of damage. I filed my claim Oct 3, 2022 and an appraiser came out to look at the damage and was very thorough. The desk adjuster apparently changed some of the numbers to a much lower amount. I asked about the Rapid Response Team and was told they are slammed and wont be able to get to you for close to a year so start looking for contractors.Another appraiser came out after ****** as water came through my ceiling again. She also agreed that I had a lot of mold in the house and in the attic. I was told by PTI I need a Mold test and arranged that with this appraiser. He confirmed mold and suggested getting the insulation out of the attic - my adjuster was aware of this but said nothing about RRT coming out to do that so I hire someone to get rid of the moldy insulation. Comment from insulation sucker guy while pointing over the master bath and bedroom was lot mold.. I **** up PTI was fully aware that since several areas of soffit had been blown off I was concerned about critters getting into the attic. Finally since they offered no help and I was going by the guidance of the first two desk adjusters I had soffits replaced. Since all my outside lighting was blown away and lighting was in the estimate I went ahead and bought lights from ********** and installed them myself. One of the post lights had been blown off the concrete post and a wire inside that post had broken. I called 3 electricians to see if they could fix the wire and they said no it was 99% construction and 1% electrical. Since I could not find a contractor I bought a 38 long masonry drill bit and drilled two 38 deep holes through solid concrete and then horizontal hole to hit the verticals. I got the wire run down one post under the walkway and up the other post - this job took my partner and I over 6 hours to complete.A piece of ceiling was blown out in the lanai and insulation was still falling down so I had the ceiling fixed.Here we are 8.5 months later and PTI disallowed $22,701 in remediation and called it all uncovered repairs.

  Business Response

  Date: 06/27/2023

  Please accept this response from Peoples Trust Insurance Company (PTI) to the Complaint filed with the Better Business Bureau by policyholder, *************************, concerning their Hurricane *************
  PTI is pleased to advise the Better Business Bureau that the complaint has been rendered moot by way of a settlement agreement between the parties. Said agreement encompasses any and all allegations and/or claims arising from the subject loss, including any and all claims raised in the Complaint. Should you have any questions or need further information regarding this matter, please contact me directly at ************** or *******************.
  Sincerely,
  *************************, Esq.
  Chief Legal

• Initial Complaint

  Date:05/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received bank statement on ~5/12/23, indicating payment to People's Trust Insurance Co. Prior month (~4/11/23). Noticed that amount was ~$800 + greater than previous year. Have NOT received policy as yet; sent email of complaint via son's phone, have NOT had reply from company. Have made MANY phone calls to company. Have NOT spoken with anyone; Company has NOT made any contact whatsoever.I want amount withdrawn from my account returned; I want policy (if it exists) cancelled.Thanks for your attention to this matter!Regards,Thin ************** **************, ******* ************

  Business Response

  Date: 06/01/2023

  Please accept this response from Peoples Trust Insurance Company (PTI) to the Complaint filed with the Better Business Bureau by policyholder, Thin **************.
  
  A representative within the underwriting department contacted the policyholder and her son after the filing of this complaint. They were made aware that they selected to receive paperless documents,but the policyholder advised she no longer has access to the email address on file,even though it is a valid address. PTIs representative was able to update the contact information for the policyholder so she will have access to any documents uploaded moving forward. At this time, the policyholder did not ask to make any changes to their policy. The representative advised the policyholder that they can reach out to their agency, Topline Insurance, if they have any questions regarding the rate increase. Topline Insurances contact information was emailed to the policyholder.
  
  Should you have any questions or need further information regarding this matter, please contact me directly at ************** or *******************.
  
  Sincerely,
  *************************, Esq.
  Chief Legal Officer
  
  BRF/**

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PTI.insure threatened to withhold insurance coverage unless we stop using **************** of ******************** (All Dry) and agree to a remediation company that they select. My wife and I are both, middle school, and high school teachers trying to raise a young family. We are currently being harmed by two separate issues: (1) a water loss and (2) the presence of mold (confirmed by a *******-license-mold assessor and laboratory test results). Both issues continue to adversely impact the physical structure of our home, our health, and our familys quality of life. Despite PTI.insure receiving a copy of the mold test confirming there is mold in our home, PTI.insure continue to prohibit All Dry from remediating both issues, the water loss and removal of the mold. BACKGROUND On Friday, May 12, 2023, after we discovered a leak in the refrigerators ice maker connector, we immediately called All Dry at 7:01 pm. All Dry arrived at our home within 30 mins and conducted an inspection confirmed that the surrounding area was 100% saturated. All Dry immediately placed fans and dehumidifiers to start the drying process. All Drys daily inspection confirmed that by Sunday, May 14th (i.e., Mothers Day), the pantry was completely dry, but other areas were still reading 95% moisture content or higher. Upon removing the baseboard, All Dry found microbial growth there and behind at least one base cabinet. We spoke with a validly licensed and insured mold assessors who arrived at our home within an hour to conduct the mold test. *********************** provided ** with the written test results on Tuesday, May 16, 2023, which we provided to PTI.insure. Nonetheless, PTI.insure insists that we unnecessarily and continuously be harmed until their own mold specialist come out to determine if it was necessary for a mold test to be administered in the house. We have a 3-year-old and 3-month-old, and the restoration process needs to be done asap.

  Business Response

  Date: 05/31/2023

  Please accept this response from Peoples Trust Insurance Company (PTI) to the Complaint filed with the Better Business Bureau by policyholder, ***************************************, concerning their Claim.
  The subject loss was first reported to PTI on May 15, 2023, as a water leak coming from the refrigerator in the kitchen. At the time of report, PTI was advised that the Insured hired their own mitigation company, All Dry, to dry out the property. Upon receiving notification of the loss, PTI issued a copy of the Homeowner Claims Bill of Rights to the Consumer via ** mail the same day. An inspection of the property was held on May 18, 2023. Although the Insured retained their own contractor to perform a mold analysis, there was not a mold protocol completed. PTI is in the process of completing its complete investigation of the claim and finds it necessary to conduct its own mold testing to determine the extent of the presence of mold, if any, and to determine what mold remediation/protocol is necessary. At the time this complaint was filed, PTI had yet to make a coverage decision and was still within the timeframe to do so. Since the filing of the complaint, a coverage determination letter was issued to the Consumer on May 25, 2023, via email. The letter imparted notice of PTIs election to exercise its right to repair pursuant to the E023 Preferred Contractor Endorsement within the policy. Accordingly, PTI timely elected its option to effectuate covered repairs through a preferred contractor, Rapid Response Team (RRT), pursuant to the terms and conditions of the Policy and its endorsements. PTI enclosed its estimate for repairs and also notified the Consumer of the availability of appraisal to resolve any disputes concerning scope of repairs and that if he disputed the scope of repairs, he should provide a Sworn Proof of Loss (SPOL), along with his/her own damage estimate and supporting documentation. The letter also attached a copy of PTIs E023 Preferred Contractor endorsement, a blank Sworn Proof of Loss, and a FDFS Mediation Notice and Brochure. A mold inspection was conducted on May 26, 2023, and PTI is currently waiting for the results of the inspection to prepare a mold remediation estimate and address the reported mold issues. PTI has been in constant contact with the Insured and their contractor regarding the claims process and have explained to them, in detail the E023 Preferred Contractor Endorsement that they have in their policy. Upon receipt of the results of PTIs mold inspection, PTI will be able to prepare a final estimate of repairs that includes any mold remediation deemed necessary and contact the Insured to discuss a resolution.
  PTI sincerely regrets that our insured was unhappy with the service rendered on their claim and their policy. With respect to this claim, PTI made a coverage determination within 14 days of the date our insured reported the loss, and within the 90-day period set forth in ******* Statute Section 627.70101(5)(a). PTI is still currently completing its complete investigation of the claim. We trust that the foregoing fully addresses the concerns raised in his BBB Complaint.
  Should you have any questions or need further information regarding this matter, please contact me directly at ************** or *******************.
  Sincerely,
  *************************, Esq.
  Chief Legal Officer
  BRF/**

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home was damaged during the hurricane. Our insurance company Peoples Trust does not do anything but give us the run around. We give them every thing that they ask for. Pictures of the damage was sent to them four times. They finally said they got them after we sent them and our contractor sent them. We had a 2nd adjuster come out and he admitted we had a lot more damage. Our contractor followed up with this and was told that it went to upper management and we would hear back from them in a week that was 5-6 weeks ago. I emailed ***************** . She stated that she never received pictures or new adjustment. Last week she said they were at the upper mangement for review. Sick of being lied to.

  Business Response

  Date: 05/30/2023

  Please see attached response