ComplaintsforFlorida Family Insurance Company

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in for roof claim on Sep 30, 2022 No word from insurance co, no mail. Called them up mid November they said package and check $18515.94 was sent Oct 13. I stated neighborhood was flooded no mail delivery for 2 weeks. Said they would cancel check and redo and resend package with documents. Called again Dec 1 at 1300 told agent Antonio the events and he verified action that was to be taken but no one followed through, said he would take care of it and send new check and documents overnight and get supervisor involved. Dec 5 no package! Called them again at 1130, Dec 5 talked to Corrin she said she saw where I spoke to agent on Dec 1, so she took my information and would hand carry and walk to supervisor Alicen, and she would call me in a few minutes. Dec 5 1210 I called and spoke with Patricia I gave her all my accounts with other agents and explained everything to her what I was told., she couldn’t help me said case was closed, and she had no other information for me, I Asked if I could speak to her supervisor and she said there is no way for her to know what supervisor and she couldn’t walk back there that is not how it works she wouldn’t know supervisors name cause so many back there and they help you as your name gets dumped in a pile. So BBB I am turning to you for help since I am getting misinformation from all agents involved. I asked to speak to any supervisor and was denied. The only other thing I was told by Patricia was she can pass my information on for someone to call when they get it next in their basket/que. Or I could send email to: Claims @FloridaFamily.com . So it didn’t matter to them that no one followed through to correct the discrepancy in Nov. I understand they are busy but I did my part to get my roof, was approved, made several inquiries, asked for help but no help. I told Patricia I would stay on line till I got help/supervisor and she said she would not allow me to tie up her line and she would disconnect me. Help me please

  Business response

  01/03/2023

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  Good Afternoon,

  We received the attached letter this week. Unfortunately, the email notifications were going to an inactive email address. I have updated our account to an email address that is always monitored. My apologies for not replying more quickly.

   

  Our Claims Department resolved this issue and reissued the check on Dec. 8^th. A week later the customer confirmed receipt of the check.

   

   

  
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