Complaints

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

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Brightway Insurance, Inc. has 9 locations, listed below.

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  Brightway Insurance, Inc.

  3733 University Blvd W Ste 100 Jacksonville, FL 32217-2154

• 

  Brightway Insurance, Inc.

  1008 Park Avenue Orange Park, FL 32073

• 

  Brightway Insurance, Inc.

  2200 Ponce De Leon BL Suite 10 St. Augustine, FL 32084

• 

  Brightway Insurance, Inc.

  2110 Sadler Road Fernandina Beach, FL 32034

• 

  Brightway Insurance, Inc.

  2554 Blanding Blvd. Suite B Middleburg, FL 32068

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:02/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Unreasonable rate increase for windstorm insurance. Not able to get resolution to resolve matter. Tried resolving it with agent for insurance company with no success..

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 am a customer of Brightway and have three policies with you. The two in question are for the address: *** ****** ******* ******** **** ****** *** ****** I called Monday, March 27th 2023 noting the sale of the house closed and I had all the documents and to cancel the Vacant Homeowners Policy and Flood Policy. I spoke to Aaron at the local office in Riverside and he said the policies would be cancelled effective 03/28/2023 and asked for a confirmation email. I called back around a week later asking for the confirmation email since I never received it and Aaron did not say that the cancellations were not sent in, only that it takes three to four weeks to receive the check. I received my payment for the Vacant Homeowners Policy and it was dated 04/05/23; thus, my check was short $136.62 or I paid for nine days due to their error AND I received the DocuSign from your Riverside Office for my flood insurance Monday, 4/24/23 for the Flood policy, almost month after calling it in? So, there are two issues here: 1. Brightway service reps, Caesar and Jeff, told me Olympus does not back date you owe me $136.62. So, either Corporate Brightway or Aaron from the Riverside Office does since he made the error on both policies. I have contacted Daniel Miller who owns the Riverside Office and he says he is calling corporate, but never gets back to me. 2. Why did it take a month to submit for my Flood insurance? I am owed a refund of $136.62 due to the failure of Brightway Riverside to do their job and Aaron made the mistake. It is also my understanding that under Florida Law my refund must be returned within 15 days of the cancellation of the policy - neither was met with these two policies.

  Business Response

  Date: 05/02/2023

  *** *****
  
  I have a question. It appears this policyholder has already been working with the agency these past two days and they both felt very pleased with the resolution.
  
  Now, I'm glad to give this information in a written reply. However, the policyholder said he would gladly rescind his complaint. However, is that something which can be done? Or, once the complaint is filed, it's there for good?
  
  Please let me know. Either way, they figure out the glitch with the carrier involved and the agency made some strides in good faith to help the customer get what they needed done... done! 
  
  ******** *** ***

   

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

  Customer Answer

  Date: 05/02/2023

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

   

  Please cancel this complaint - it has been resolved with Brightway.

   

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

• Initial Complaint

  Date:03/08/2023

  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.

  Requested a quote and got a prompt response with an attractive proposal to which I agreed. When it came time to sign the document, the price difference of approximately $1000 stood out right away. I brought that up and it was chalked up to some staff miscommunication. No biggie, it happens. As I was reviewing the amended proposal, I came across verbiage I thought was misleading and improper (my inclination was later verified by two separate insurance agents) and made me feel uncomfortable signing this document, which I communicated both to ***** and *****, both of whom responded with their rationale for this. It didn't matter to me at that point, as I was done with this agency by this point, as I didn't feel comfortable with the 1K "mistake" off the get go and now feeling uneasy about signing off on prior owner's claim being assigned to me. Regardless, this is besides the point. My last communication with ***** and ***** was on 3/1, which stated that I am not comfortable signing off on their policy proposal. Today, 3/7 my mortgage company posted a statement that *****/*****'s proposed amount was paid. TLDR: *****/*****'s proposed policy, which was riddled with "mistakes" and was left unsigned by me was somehow submitted to my mortgage company, who paid *****/***** $2903. I called and left a voicemail, waiting to hear back. If all is as it seems, it appears fraudulent, but I will await their explanation/resolution.

  Business Response

  Date: 03/17/2023

  Requested a quote and got a prompt response with an attractive proposal to which I agreed. When it came time to sign the document, the price difference of approximately $1000 stood out right away. I brought that up and it was chalked up to some staff miscommunication. No biggie, it happens. As I was reviewing the amended proposal, I came across verbiage I thought was misleading and improper (my inclination was later verified by two separate insurance agents) and made me feel uncomfortable signing this document, which I communicated both to ***** and *****, both of whom responded with their rationale for this. It didn't matter to me at that point, as I was done with this agency by this point, as I didn't feel comfortable with the 1K "mistake" off the get go and now feeling uneasy about signing off on prior owner's claim being assigned to me. Regardless, this is besides the point. My last communication with ***** and ***** was on 3/1, which stated that I am not comfortable signing off on their policy proposal. Today, 3/7 my mortgage company posted a statement that *****/*****'s proposed amount was paid. TLDR: *****/*****'s proposed policy, which was riddled with "mistakes" and was left unsigned by me was somehow submitted to my mortgage company, who paid *****/***** $2903. I called and left a voicemail, waiting to hear back. If all is as it seems, it appears fraudulent, but I will await their explanation/resolution.

  Customer Answer

  Date: 03/22/2023

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

  I am rejecting this response because: this is a separate issue. What you continuously avoid addressing is your initial action of going forth with a contract I stated I was uncomfortable signing. You, and not the bank are at fault here, as you submitted a contract on my behalf that I said in writing I was not signing.

  Regards,

  **** ******

  Business Response

  Date: 03/23/2023

   

  Brightway has worked with the policyholder and the carrier (Citizens) to resolve this issue to the best of our ability and control. Several factors contributed to the premium increase as this policy progressed from initial quote to issuance.  Among those factors:

  • The carrier incorrectly entered the year of sale for the home during the filing process. (This has now been corrected by the carrier.)
  • The absence of a signed Wind Mitigation Form which prohibited applicable credits from being applied. (The signed document has been submitted and the correct credit has been issued – which is slightly less than originally anticipated due to corrected information.)
  • The addition of an unreported pool and porch to the policy which were not mentioned at the time of the sale or listed in the initial Reconstruction Cost Estimate. (The agent is working with the customer to confirm these additions to the policy coverage are accurate.)

  Brightway is also continuing to work with the carrier and the policyholder to ensure that the premium reflects all relevant discounts, including properly applying any alarm system credits that may be due. Additionally, all parties are working to ensure that the policy now lists all pertinent property details to confirm appropriate coverage is in place for the customer.

   

  Thank you for affording Brightway the additional time required to research and resolve this matter.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 was given insurance declaration page for closing on my home for amount of 2126.00 on 7-29-2022. on 8-01-2022 I received revised estimate of 2358.00 per year effective August 02, 2022. On 8-02-2022 I was contacted again and received amount of 2451.00 for the yearly premium from Brightway. Agent sent declaration page to Mortgage Company. I closed on my home 8-26-2022 for a policy which states 2451.00 per year. He said my policy amount was the same, 2551.00 per year and that nothing had changed. I explained to ******* on all of these occasions throughout these many months that the mortgage company was going up on my mortgage 400 per month because they overpaid on the policy. He stated a refund was in the works and a check would be sent directly to me in my name and i would have to sign this over to Navy Federal. I contacted ******* from November 22, 2022 through February 21, 2023 without any resolution. On February 12, 2023 I asked him when the check was cut and the check number. At that time he said the check was cut on January 27, 2023 and check number *********  Since February 18,2023 ******* has not responded and they have requested me to Contact Citizens and Citizens refers me back to Brightway. See attached Timeline of events in which the agent for a period of nearly 6 months sates a refund is coming and policy is only 2451.00 per year. See Declaration page of t his policy in which agent updated with Citizens on 12-21-2022

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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’ve been with this insurance company for over six years for my home. They refuse to help me repair my roof & my furnace. They sent me around a little over a thousand dollars for the two claims. I couldn’t get anybody to repair the roof because it needed to be replaced.I had to do it myself. Then my furnace caught on fire later, they refuse to replace it when the fire happened on the inside of it. I had to get a lawyer to fight them. It’s been almost a year of going back & forth. We just settled & as soon as I signed my paperwork they had a bill of almost five hundred dollars sent to me for early termination of policy. I don’t believe I owe them anything. It was just proven that they did nothing for me in all those years. I would appreciate your help please. ***** *** ***** ****** ******* 

  Business Response

  Date: 01/13/2023

  Brightway is committed to ensuring that our customers receive expert counsel from a local agent and responsive customer service from their Insurance carrier in the event of a loss. While Brightway cannot directly influence an insurers business practices or business decisions, we can advocate on behalf of our customers for fair and equitable treatment.Weve investigated the customers complaint. In February of 2018, the customer was notified in writing that the Insurance company's estimate of hurricane damage to her roof totaled $3,515.30. The letter also stated that she had selected a policy with a $3,000 hurricane deductible. As a result, the insurer enclosed a check with the letter for $515.30 to cover damage in excess of the deductible. The customer was also notified, The above settlement is based on our estimate of the damage. If additional damage relative to the loss is found during the course of repairs you may make a supplemental claim for the additional damage. Based on the customers complaint, it appears that a supplemental claim was not made.The customers deductible applicable to the furnace fire was $2,500, which likely contributed to the reduced payment estimate for that loss. We are unable to obtain information from the insurer for the furnace fire damage as that claim is not concluded in the insurers files.As to the customers assertion that she is being asked to pay for early termination of the policy, that is simply not true. The customers renewal policy term with the insurer started on August 29, 2022 and was not canceled until October 12, 2022. The customer remains responsible for the premium ($415.72) for coverage provided during that time period.The customers complaint is misdirected toward Brightway. Her dissatisfaction is with her insurance carrier. In addition, Brightway is not a party to her lawsuit.