Complaints

This profile includes complaints for Tower Hill Insurance Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tower Hill Insurance Group LLC

  Gainesville, FL 32605

  
• 

  Tower Hill Insurance Group LLC

  PO Box 147018 Gainesville, FL 32614-7018

  

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:11/06/2024

  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.

  I filed a claim on 10/10 after Hurricane ******. The adjuster came to our home 10/16. His information was uploaded 10/26. I have not had any communication until 11/1 when I received notification of a payment. The payment amount is incorrect. There are no details of what the payment is for. It says I will receive an email on how to access the funds and I never received an email. My calls to the adjuster go unanswered and when I call their customer service line, requests are put in for a return call. Nobody can give me any information. My adjuster finally called me 11/4 to inform me that he knows the amount is incorrect and he has been having issues uploading information. He assures me he will get it resolved. I still have no information and no communication.

  Customer Answer

  Date: 11/12/2024

  They have given me a new desk adjuster who is getting me the information that I need and providing customer service. 

• Initial Complaint

  Date:07/19/2024

  Type:Product 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.

  I recently bought a house and chose home insurance through ***** *****, thinking it would be easier to manage if needed. I have contracted services from ********* to install all security systems for my new home. I was told by them that I would receive a refund due to these security measures. I have been sending emails to Tower Hill, but nobody seems to care. I sent the alarm certificate they requested but have received no response until now.

  

  Business Response

  Date: 07/30/2024

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has received the proper alarm documentation from the agent, and the refund check has been mailed.

  Customer Answer

  Date: 07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:05/02/2024

  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.

  My name is *******************************, I received a letter 2/15/24, from Tower Hill Insurance stating that my premium has been affected by information they received from LexisNexis Risk ************** My insurance score was 587 out of a possible 997. They stated I had the right to obtain a copy of this report from giving me the information on how to contact them along with an *** Ref Number.I received the information on 3/7/24, from LexisNexis on how to download this report. The report was 64 pgs long and had no derogatory consumer information in it. I contacted LexisNexis and talked to one of their representatives; she requested the *** Reference Number. After putting me on hold she came back and informed me there was some additional data needed and would I please call back on Monday. On Monday I called back and talked to another representative. I gave her the *** Reference Number, my SS Number, and my Florida Drivers License number. She put me on hold but came back shortly. She said the *** Reference Number was not mine that Tower Hill Insurance asked for a report on a ***************************** without giving them my SS Number or Drivers License. The report they received was on ******************************* who has two collection notices from Experian. LexisNexis told me to direct Tower Hill Insurance to request the correct report on myself with my SS Number and Drivers License Number. I contacted my ********************** agent and gave them this info with the request for Tower Hill to get the correct report from LexisNexis. On 4/3/24 she spoke with Tower Hill to follow up. She spoke with ****** who reviewed the account and advised they did not rerun the score and it wouldnt rerun until next year. On 4/11/24 Tower Hill replied that they cant justify rerunning the score until 2025-2026 term.Shortly thereafter we received a renewal notice with a 41% increase in my premium. I feel like this is totally unjustified and based on a wrong report specifically ordered by Tower Hill Insurance, what a scam.

  Customer Answer

  Date: 05/02/2024

  I want Tower Hill to contact LexisNexis and request the correct report on ******************************* and correct their 41% increase in my homeowner's premium.

  

  Business Response

  Date: 05/14/2024

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has rerun the Insurance Score following the correspondence received, and has been in contact with the customer to better explain the ********************** Score, how it effects premium, and verify the new premium after the score was rerun.

• Initial Complaint

  Date:02/21/2024

  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.

  failure to honor claim made by us for assesment we had to pay to hoa in response to damages done to our complex from hurricane ***--$2000.00 is what we are waiting to receive--any help on your end is greataly appreciatead! thank you plc

  

  Business Response

  Date: 02/29/2024

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management. The customer has been paid for their claim.  The company has been in contact with the customer to resolve the issues.

• Initial Complaint

  Date:10/16/2023

  Type:Product 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.

  I contacted Tower Hill insurance company on September 7 and another date in September I cannot recall due to receiving a email stating my policy payment was due on September 13, 2023. Upon calling Tower Hill regarding his error, I was informed by two separate customer service representatives informed me this date was incorrected as the system showed the due date of September 24, 2023. This was documented in their system under my account. My account page did show the payment due date of September 24, 2023. On September 13, 2023, the payment was process causing a return fee from my bank and both Tower Hill. I contacted Tower Hill regarding this discrepancy. I was told a would call me regarding this situation. A few days passed and manager did not contact me. When I called once again and asked the reason, a customer service representative stated a manager attempted to call me on several different occasions. However, I did not receive any of these calls or messages from any manager until I complained. The manager at that time did contact me. At this time the manager informed me I was given incorrect information by the customers representation. She went onto state, these representatives were disciplined. However, she refused to refund the monies for the overdraft I incurred due to this error. I was also charged a return fee from Tower Hill. They are also refusing to refund this amount as well. Tower Hill is refusing to compensate for their error. Instead, they only offer excuses as to why they cannot correct the situation.

  

  Business Response

  Date: 10/23/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the customer to clarify any miscommunication, and applied a credit to the account for the non-sufficient funds charge.

  Customer Answer

  Date: 10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:08/21/2023

  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.

  Towerhill has been the most difficult insurance company I have ever had to deal with. It has been over 2 months since the storm that caused the tree to fall on my house. 2 months of an exposed roof in the middle of a drought, with $800 light bills due to the fact the roof didn't get proper attention. ******* ******* has been my point of contact and she has dropped the ball several times. Didn't have the roof tarped. Not keeping up with updates. Changed the type of claim. I need this to be taking care of. The longer we wait the more time the damage can spread. This company is criminal.

  

  Business Response

  Date: 08/25/2023

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management. Review of the claim found additional investigation by an engineer was warranted to fully evaluate the loss and determine the cause and repairability of the damages. Unfortunately this added time to the investigation process. A settlement of the claim has been reached with the customer.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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.

  Claim# **********. Tower Hill Homeowners Insurance operates in bad faith. They will offer you pennies on the dollar of the actual cost to repair your home. I have been forced to take a loan and pay for the repairs out of pocket, because I am not willing to accept their extremely low and unfair payment. Absolutely disgusting the way they are treating my family and I. Not only will they severely underpay for every repair, they will depreciate everything you own by the maximum allowed amount (75%).

  

  Business Response

  Date: 08/24/2023

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management.  The customer has been paid for the damage to their home.  The company has been in contact with the customer to explain the claim payment, and the next steps in the claim process to satisfactorily resolve any remaining portion of the claim.

• Initial Complaint

  Date:07/25/2023

  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.

  I'm a senior who recently relocated to ****** ******* after living and working in *** ****** for approx. 40 years. I had a new home built and purchased in August 2021 at which time I purchased "Homeowners" Insurance with "Tower Hill Insurance" through a Brokers Agency named ********* ********* located on ******* **. in ***** **. Several months later, in the Spring of 2022 I began receiving notices to my mailbox from Tower Hill Insurance, of "Power of Attorney" Agreement documents which they said I needed to "sign and submit" in order to maintain my current policy with the company. Otherwise my policy would be "cancelled" on the renewal date August 13, 2022. I adamantly refused to sign the documents, and I called the company several times, for an explanation, to which I got no answers nor valid explanations to the meaning of the "Power of Attorney" agreement which gave certain rights to an "Attorney-in-Fact"...I did not understand any of the legal terms in the documents, so I simply refused to sign them, and I informed "Tower Hill Insurance Group, LLC." that I will not sign. The company threatened to "cancel" my policy with every notice, nor could they be reached by phone or email, they do not respond to clients, so I decided to end my policy with them and not renew! However on August 13th 2022 when I reached out to several Insurance Companies for a "new policy" they denied me coverage and said that my home was "Ineligible" at this time to be covered by any other company besides "Tower Hill Insurance Exchange" because of certain restrictions. Which was never explained. Not wanting my home to be without insurance, I decided to pay the annual premium in August 13, 2022. But I still refused and did not sign the Power of Attorney agreement. So I'm being bullied and held "hostage" by "Tower Hill Insurance Exchange" this is their new name. Then in April of 2023 they sent me a blank email, when opened it said "THANK YOU for signing & submitting "Power of Attorney!"

  

  Business Response

  Date: 08/03/2023

  Upon receipt of this request filed to the BBB, the customer's concerns were reviewed. The company has reached out to the consumer to try to address their concerns and answer questions proposed in this complaint. Attached is a copy of the response, as it might not have been received as of yet in the mail.

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I was not previously given an in depth explanation before, nor was I told that Tower Hill would no longer be underwriting or renewing insurance policies in the state of *******, so they are extremely disingenuous.

  Also being switched from a mutual insurance policy to a "reciprocal exchange policy" where other policyholders' "risks, financial obligations and contributions" are all "pooled" together and "impact" my premiums...is not what I originally purchased! I was also previously "blocked" and restricted, from being insured with another company, being told that I was "ineligible" at this time, because I was "categorized" as "high risk" with a very high score, due to the "***** *****" consumer credit reporting, which was erroneous and currently  being looked into.

  I do in part, accept their response... however I need Tower Hill to formally in writing, "uncategorize" my profile and account as "high risk" this is damaging to me and my "credit worthiness."

  I will also state emphatically for the record that, ***** ***** is "unreliable" I have already acquired copy of the 100 page report. And I have been "erroneously reported" for delinquent automobile insurance policies that do not belong to me, but rather to "someone else."

  Accused of opening auto policies, which I did not, vehicles with VIN numbers, personal ID, and license numbers that are NOT MINE!! So to be clear...I am not a "high risk" nor is my home and property. I need Tower Hill to formally  "retract" this wrongful categorization.

  Thanks,

  ********* ***** 

   

   

   

   

  Regards,

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

  

  Business Response

  Date: 08/14/2023

  Upon receipt of this request filed with the BBB, the consumer's concerns were reviewed. The company has reached out to the consumer to better explain the pre-offer letter that was sent, and also explained in more detail what a reciprocal carrier is. The company has also explained the reasoning behind the non-renewal, and also explained that Tower Hill has no access to any credit file or information. The company suggests that the consumer continue to work with ***** ***** in order to have accurate information for their insurance score.

  Customer Answer

  Date: 08/17/2023

  This is in response to Tower Hill Insurance Exchange' most recent correspondence, I believe on 8/11/23 ....

  As per Tower Hill Insurance Exchange...My review expressed disappointment in non-renewal of my current policy, due to ********* ********* Agency no longer being appointed to write insurance with Tower Hill. This is absolute nonsense. 

  The fact that for "one whole year" I've been adamant and refused to sign the "power of attorney" documents that allows the "operations" of an Ins. Exchange  was proof that I did not wish for my policy to be re-newed under such a plan.

  The ********* ********* Agency has nothing to do with my dissatisfaction with how Tower Hill Insurance conducts "their business" of switching their clients over to an "Exchange Plan." This was more of a coerced manipulation than anything else, including sending me numerous "harassing" notices to sign the "power of attorney" documents, otherwise my policy would be terminated. 

  In addition, despite my rejection of the "Exchange Plan" and not wanting to do business with the company...Tower Hill Insurance sent me a recent quote and coverage offer on 7/21/23 ... Effective 8/13/23 thru 8/13/24

  This policy coverage however, would have drastically "Underinsured" and "Undervalued" my property as well as personal belongings. 

  So let's be clear, I no longer wish to do business with Tower Hill Insurance Company nor the  Exchange. Let's end this here.

  Thank you for your service.

  I also thank the BBB for their assistance. Please note uploaded documents.

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

   

   

• Initial Complaint

  Date:07/14/2023

  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.

  The agent contracted by Tower Hill to work on their behalf to write policies worked with Tower Hill to approve a specific electrical panel. However, due to either mistakes or internal communication errors made by Tower Hill and their Agent, this approval did not propagate to the relevant people in the company. Tower Hill then did a last minute cancellation of coverage due to the same pre-approved issue, not giving us enough time to find replacement coverage and leading to a gap in coverage. This is costing thousands of dollars in last minute urgent panel replacements and is leading to a gap in coverage entirely due to the fault of Tower HIll and their agent. We reached out to talk through the issue and address the issue, and simply ask for more time to address the issue so as to prevent a gap in coverage. We did not ask for any compensation for damages, as we simply want some kind of quick resolution to the issue. However, Tower's customer service said that they had no ability to communicate with their underwriting department or anyone else at the company with the ability to fix these kinds of issues. They have internal walls to prevent any resolution to these kinds of issues. They also tried to shift the blame onto the agent and the local government.

  

  Business Response

  Date: 07/24/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the customer to better explain the underwriting guidelines and what makes this policy ineligible. The company has reached out to the customer's agent and advised what is necessary to keep the policy in force.

  Customer Answer

  Date: 07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:06/14/2023

  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.

  On 3/11/23, Tower Hill issued a homeowner's policy for my home. Around 5/8/23, I received a letter advising I have 15 days to fix the siding on my home or my policy will be canceled effective 6/5/23. The reason for the cancellation letter was: unacceptable risk or exposure.. existing damage to the exterior siding damage. there was no damage to my siding. My agent contacted TH to send a description of the damage. A day later, They sent a picture showing a stair step crack in the side of my garage corner, which is concrete block. My prior carrier, ******* *** did not see this problem either. I did contact two concrete contractors and found out that this was a brand new problem where the corner of my garage was sinking. They stated it was very new and less than one quarter inch. I received two options for repair. A $3900 option would be to inject material into the foundation, with a 5yr guarantee.The second option was for $8,900 to stick poles down on the bedrock and this had a 75 year guarantee. Of course, neither of these options could be completed in the 15-day time frame. The earliest I could have the repairs made was for some time in July 2023. I signed a contract and a financing contract for this work and my agent forwarded this to Tower Hill to hold off on the cancellation & confirm the work was being done. Their reply was: "We will do nothing until we receive the photo showing the repair." If it cannot be done in time, which they obviously knew was not possible, they would reconsider after the repairs. So this now has left me between a rock and a hard place. Why could they not have written a quick exclusion which would have deleted this area of my property until the work could be completed in the 2-month period. I am unable to get insurance anywhere else because there is an existing problem at my property. What Tower Hill has done has caused me to be without insurance on my home for the first time in my life. (Pol #**********)

  

  Business Response

  Date: 06/19/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the consumer to better explain the policy binding process, and explain that there isn't a way to exclude coverage for existing damage.

  Customer Answer

  Date: 06/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The company stated I received notice on 4/623. I did not. I will need to check with the agent to make sure that they did or did not receive this.

  Regards,

  ****** *****

  

  Business Response

  Date: 07/18/2023

  Good Afternoon ********,

   

  I’ve attached the email response I forwarded you on 6/20/23 for this follow up. Unfortunately, there’s isn’t anything we can respond to as the consumer’s reason for rejection isn’t what we stated in our original response. We stated in our original response, that we notified the agent of the information necessary to continue the policy.

   

  We received a letter from the consumer in the mail dated 6/22/23, stating her investigation into the matter indicated that her insurance agent did receive our 4/6/23 notification. I’ve attached the letter we received from *** ***** above…..I see she CC’d the Better Business Bureau at the bottom of her letter, but I wasn’t sure if you received it.

  Good Afternoon ********,

   

  We just recently received a follow up to Complaint #******** stating the consumer ****** ***** is rejecting our response because the company stated she received notice on 4/6/23, and she did not.

   

  Could you let the insured know that our response specified that we notified the agent on 4/6/23 of the information necessary to continue the policy? Unfortunately there isn’t anything here for us to respond to, as the consumer’s reason for rejecting it is that she never received the notice, but that wasn’t what was specified in our response.