Complaints

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

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  Stillwater Insurance Group

  6800 Southpoint Pkwy Ste 700 Jacksonville, FL 32216

  
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  Stillwater Insurance Group

  12500 I St # 100 Omaha, NE 68137

• 

  Stillwater Insurance Group

  12500 I St # 100 Omaha, NE 68137

• 

  Stillwater Insurance Group

  One Geico Blvd Fredericksburg, VA 22412

• 

  Stillwater Insurance Group

  One Geico Blvd Fredericksburg, VA 22412

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:11/03/2023

  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.

  This is a HOI claim filed on February 16th 2022 for a two family house. Worst home owners insurance ever to deal with. They denied my claim in the first place saying that, they don't see any water damage after my private adjuster sent them over a 120 pictures, clearly showing the damages & how much water was in the property. Then they changed the story tried to say that, I did take care the damage really quick & I should've waited their field adjuster to come check it out first but I explained them that the day I filed the claim on a RECORDING LINE the adjuster specifically told me to take care the water damage (remediate) immediately before that turns to a mold. That excuse didn't work but still on denial mode. Then we filed an official complain to the state commissioner, they lied to him presenting him with pictures that my contractor posted on ******** to advertise his job, this renovation was completed on the first floor couple month prior to the water damage occurred on the second floor. We sent the commissioner all the pictures with dates to clarify everything, after he received & examined everything, his decision was to advise the insurance to pay the claim. A few weeks later my private adjuster called me letting me know that the Insurance adjuster called him, they are ready to settle the ********** asked to provide him with all the ******************* for the work was completed because of the damage. The bill was over $120,000 for both units & the basement, insurance company offered me only $40, 000 basically threading me, take it otherwise we will issue a denial again. A few months went by, now they don't even get back to us, its been over 5 months now we left countless voicemails/emails but they are not getting back to us at this point.

  Business Response

  Date: 11/15/2023

  Dear ******************,
  We have reviewed your claim with our claims department and understand they have been in touch and worked with you over the past week.Thank you for bringing this matter to our attention. We are glad to report this matter has been resolved. 

• Initial Complaint

  Date:10/17/2023

  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.

  Insurance company refuses to renew policy due to a "refused inspection" The inspector arrived at our house while we were out of town. Stillwater gave us no notice and in the time we've had our policy (6+ years), we've never had an inspector stop by. We had a young woman watching our home who speaks limited English and was unfamiliar with the person and correctly feared for her own safety (as any young woman should when a random man shows up at your door asking to inspect your home without notice), and she turned him away. We received no calls or communication from Stillwater except roughly a month letter a non-renewal letter. We have appealed the letter, explaining the circumstances, and they responded saying there is no reconsideration for a refused inspection.

  Business Response

  Date: 10/18/2023

  Thank you for your feedback. We have reached out to our underwriting department and understand that an exception has been made to accept the photos that you provided to allow the policy to continue. For future reference, property inspections are a mandatory requirement as part of the conditions of your policy and the inspection is for the outside of your home only. We have emailed you a copy of the Inspection Notice which is included with each renewal. Please let us know if you need anything further. Thank you. 

• 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.

  On Tuesday Sept 26, 2023, I was faced with a catastrophic flood in my basement, which in result ended up with me having to make a claim with Stillwater insurance company. I am writing this claim because Stillwater is REFUSING TO COVER MY PERSONAL ITEMS, ******* IS VERY UNPROFESSIONAL. THE POLICY IS STATING ONE THING AND ******* MY CLAIMS ADJUSTER IS SAYING SOMETHING ELSE. THE POLICY IS CONTRADICTING AND VAGUE WHICH MAKES IT EASY FOR STILLWATER TO MANIPULATE YOUR CLAIM AND BASICALLY TELL YOU WHAT THEY WONT COVER. I have been having several issues with my claims agent (******* *****). She's been incompetent in her duties and has told me several times she can’t stay on top of everything. ******* has been contradictory when talking to me and my spouse regarding the claim. The flood was due to a failure of the sump pump in the basement, ******* explained to us that the sump pump would not be covered however the personal items and boiler would be covered. ******* stated on the Stillwater recorded line: “Don’t wait on Stillwater to approve anything, take care of what needs to be taken care of, we will take care everything”, also rushing off the phone which made me to believe also while reading the policy that my personal belongings would be covered. As ******* realized I had multiple items in the basement that needed to be covered she sent out a company to do an inventory who went through every item also recording it for Stillwater, because ******* told me I couldn’t touch the Items. *** ******* ******* came on Thursday, when the items in my basement began smelling of mold. While conducting the inventory ******* requested to speak with them asking them will I need a dumpster and can they provide me with a dumpster (which is her responsibility) they told her no, and there was a lot of items non salvageable. She then went from telling me they can cover everything to “You all are only getting 10k, it doesn’t matter how much your items are and with the deductible it’s going to be 5k”. Next, I needed a dumpster to collect the items as they were reeking upstairs and becoming a hazard for my 9-month-old and 13-year-old. ******* setup the dumpster, but never told me any information. After several calls, ******* gave me the information to the dumpster company and told me to call myself and she cant stay on top of everything. I then called the dumpster myself and spoke with the boss (****) who sent out a crew FRIDAY morning, and they placed the items in my driveway. I asked for the invoice he told me he wouldn’t be giving it to me he would give it to Stillwater. He told me to remove the items from my basement to my driveway was 500.00 and that was the least he could charge me. I told him I would pay him out of pocket and get my own dumpster. He began telling me ******* told him I have a 5000 deductible and he knows that’s high; I told him my deductible was not his business he told me he has been doing business with ******* a long time. He began getting angry over the phone because I wanted to pay out of pocket. I have a 5000 deductible, and in addition to the regular services from the Stillwater I have optional water and sewage backup policy 41.00 and dwelling extended replacement 57.00.

  Business Response

  Date: 10/06/2023

  Dear **** *****,
  We have looked at your claim and policy to address your complaint. We’re sorry for any confusion or miscommunication that has occurred thus far. You have coverage for water that backs up or overflows from a sump pump.  The policy will pay up to $10,000.00 for all damages resulting from a sump pump overflow; this includes the clean-up, reconstruction, and contents.  Since your policy carries a 5K all peril deductible, it means you are responsible for the first $5000 to clean-up, repair and/or replace damaged area or contents. At the time you wrote your complaint, the damages had not yet exceeded this deductible. We will be issuing a check directly to you for $9,500 today and we have paid the $500 invoice for the dumpster and property disposal. This is the maximum coverage allowed under your policy. We hope this has settled this matter to your satisfaction. If you have further questions, please contact us. 

• Initial Complaint

  Date:09/01/2023

  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.

  Back in February 2020 my mother and law's apartment caught fire. Me and my wife offered her to stay with us. Stillwater (my mother in laws) insurance company provided us funds for the extra expense this cost. When they submitted us the tax document to pay taxes on the $13,000 they provided us they used the wrong tax form and had us marked as employees of Stillwater Insurance company. This caused an *** Audit in 2023 and a tax bill of $7,000 dollar tax bill for undeclared work funds. As soon as we received this information on July 1st we reached out to Stillwater for a corrected tax form. The person who we reached out to said they would try to figure out how to get us this tax form. 2 Weeks later when we called to follow up the person there has left the company and someone else was handling it. We followed up another 7 times and on August 29th finally someone got back to us but submitted the wrong form again with the wrong address and wrong year. When we asked them to correct the issue they sent us the form not fully completed. Now we are late on our *** Audit and being penalized by the *** for this and still waiting for the correct form.

  Business Response

  Date: 09/05/2023

  Dear *** *********,
  We have contacted our Accounting department to understand what occurred. We understand that there were a series of errors made and that both *****, our ***, and ***** in our ****** ***** department were in contact with you at the end of last week to apologize for the errors and send you copies of the corrected form for the ***. Two copies of the form were mailed last Wednesday, August 27th. Again, please accept our apologies for the confusion and inconvenience. If you need further assistance, please do not hesitate to contact *****. 

• Initial Complaint

  Date:08/29/2023

  Type:Billing 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 8/2/2022, I called to pay my insurance premium policy #********* in full over the phone. I received an email payment processed successfully receipt on that same day at 7:59am HST. Nowhere on that receipt was there anything to suggest that some balance was still unpaid. On 8/15/2023 over a year later, I received a surprise bill saying "Final Notice" of $30. There were zero billing details as to why or what the bill was for. I called the phone number provided. Provided the info for the dispute and was disconnected and then I called again. The agent said that although it seems like it was the agent's mistake he "no longer works for them, so we can't ask him what happened". I was told they can't do anything about the late fee or the bill and that I need to pay it. I told them I simply don't want to pay a 25% late fee for someone else's mistake. They told me that the late fee was because I was sent a letter in December and that I did not pay it then. I asked for this statement to be sent to me because I did not receive that in the mail in December. **** *** **** sent me the invoice letter PDF #******** via email as I requested. This December letter that I did not receive in the mail in December, already included the late fee in the total due. Also, it says minimum due $246.00. There were zero billing details as to why or what the bill was for in this invoice as well. My complaints are: - it is unfair to send billing notices/invoices that do not say what the amount due is for - it is confusing to send a notice that says "total due: $30.00 and minimum due $246.00" - it is unfair to charge a customer a late fee without any notification that she did not pay the premium in full before sending payment demands that include a late fee already stuck on. - it is unfair to charge a late fee for an error made by the insurance representative taking the credit card info for "payment in full" over the phone. Remedy I would like to be reimbursed for the late fee $6

  Business Response

  Date: 08/31/2023

  Dear *** ***,
  We have looked at your policy to address your complaint. It is evident the representative that took your payment in August 2022 made an error by collecting $24 less than the premium owed on the policy. This error prompted Stillwater to mail an invoice to you for the balance on the policy ($24) plus a $6 installment fee in December 2022. Once the policy expired, we sent the Final Notice for the premium still owed on the expired policy. We apologize for the confusion caused by the initial collection error. To make up for the confusion, we will waive the $30 balance on your expired policy and cease any further attempt to collect it.  Since one of the attachments included with your complaint indicates that you have sent credit card information by mail to pay the outstanding balance, we will attempt to avoid processing the payment when we receive it. If by chance, the payment is put through, rest assured we will promptly refund it to you. We hope this rectifies the complaint. Please accept our apologies for the inconvenience this has caused you. 

• Initial Complaint

  Date:08/04/2023

  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.

  We filed a homeowner's insurance claim with Stillwater on March 18, 2023 after our entire 26 ft ***** was stolen from a hotel parking lot in ****** **. We were told to submit an inventory list of the stolen items. We did receive an emergency check after a few weeks to help us get started. We were told to review and revise the lists, taking off things we did have and adding things that were not on the original list. We were told that as we submitted lists we would receive interim checks so that we can replace what we lost and have a functioning house. It took two months to get the first interim check at the end of April and have seen nothing since. We are at a standstill on replacement as we don't have the money. Every time we call it takes days for a response, sometimes up to three weeks, the explanations keep changing, and the answers, if any, are vague. We were told to submit the original incorrect list and add prices to subsequent lists. We were then told, when the case was transferred, that we didn't need to do that, wasted time on it, and the insurance had a company to do that. We were told they had to balance the lists with additions and deletions. The company will not provide us with any information on the process, especially how they value things, which we are concerned is being way undervalued. They told us to stop submitting prices for items but will not share the information for what prices they are using. They have not provided a supervisor and contact information despite repeated requests. It has been 3 1/2 months since we last received an "Interim Check" and it is clear by this point that the insurance company is doing everything in their power to delay our life getting back to normal. We should not have to make dozens of calls and emails to get a response from the adjuster. They should be able to answer our questions if they are acting in good faith and give evidence or explanations as to why they will not send another check.

  Business Response

  Date: 08/08/2023

  Dear *** ********,
  We have inquired with our claims department to better address your complaint. The claim was filed on March 18, 2023. Stillwater has since issued checks totaling $101,320.34, for the initial contents list submitted to us. This amount includes a check issued on March 30, 2023, for needed furnishings and belongings, and a second check of $91,320.34 issued on April 25, 2023, based on the contents list provided to Stillwater. We have explained the theft claims process and communicated throughout this process. When you informed us that the initial list was not accurate, we told you the funds already paid out could be used for other items. We have received several new lists that include new items not previously reported, deleted items from the original list, as well as items listing additional quantities from the original list.  At this point, the items on the additional lists that you have provided have less value than what we have already paid you.  On August 7, 2023, Claim Supervisor **** **** spoke with you regarding the claim and the concerns noted. We continue to discuss the contents loss and the items necessary to conclude the claim with you.

• Initial Complaint

  Date:07/21/2023

  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.

  I purchased renter's insurance through ***** while living in an apartment in *** ****** **. I purchased a home several years later and called ***** 12.3.2021 to cancel. When this did not happen I called Stillwater to cancel they told me they would cancel but did not. They are still taking money out of my checking account and refuse to refund my money to me.

  Business Response

  Date: 07/26/2023

  Dear *** *******,
  I have reviewed your policy to determine what happened. I understand that you attempted to cancel your rental policy through your ***** agent in December 2021. However, we did not receive the correct documentation to process that cancellation. Your renter’s policy has been cancelled as of 12/21/21.  A refund check for $267.70 has been issued and will be sent to you via US Mail to your NM mailing address.  Thank you.
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  My auto insurance was terminated today after I received a letter that I owed $26.48. The representative said that he will transfer me to another agent who will assist me get help to get me insured again. I was grandfather in since TC Direct was purchased by them, I consistently paid my monthly bill. My wife and i are senior citizens with a clean record. I am also a veteran. I missed last month’s bill only. I was dealing with family problems. That rep was only concerned about getting this minor payment. I WANT TO GET REINSTATED WITH THIS INS. COMPANY.

  Business Response

  Date: 07/20/2023

  Dear *** *****,
  We have looked at your policy and spoken with our billing department to better address your complaint. The invoice mailed to you on 6/8/2023 was for $266.45 due by 6/23/2023. Since no payment was made, the policy ran out of equity and entered cancellation notice status on 6/23/2023. The $26.48 you mention in your complaint is the amount of premium owed for coverage between 6/23/2023 and 7/13/2023. A cancellation notice bill was sent out on 6/23/2023 to be paid by 7/13/2023. Since neither of these bills were paid, the policy lapsed on 7/13/2023. We do not offer reinstatements for policies that lapse. We are sorry for the inconvenience and hope you secure suitable coverage elsewhere.
  

  Customer Answer

  Date: 07/24/2023

  SEE ATTACHED FILE

  Customer Answer

  Date: 07/26/2023

  [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:

  SEE ATTACHED FILE

  Regards,

  ****** *****

  Business Response

  Date: 07/26/2023

  Dear *** *****,
  We have reviewed your policy and your unique situation and have determined that we will make an exception and reinstate your auto policy. Our auto underwriting team will reach out to you directly to assist getting your policy reinstated. Thank you. 

• Initial Complaint

  Date:07/11/2023

  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.

  We obtained renter's Insurance from Stillwater. As a result of health complaints and possible mold contamination by primary care physician, we spent more than $5,000 on mold inspection by We Inspect, LLC—whose inspection process is guided by the medical community prioritizing the mold-health connection. Mold was found, including spores of Stachybotrys Chaetomium, often called “black mold”. Stachybotrys is the most dangerous type of mold found indoors because it is toxic to humans and pets. Since mold was found in the HVAC system, the entire inventory of our home is now contaminated as well. Upon sharing this information with Stillwater, we were told to leave the house and go to a hotel. That was on the 16th May, 2023. Thus far, we have advanced ALL expenses covered under our renter’s insurance policy ourselves. As a result, our credit card is maxed out, it gets declined for insufficient funds, and we are charged a penalty fee of $200 a month for maintaining a high balance, while our GOOD credit score is downgraded BECAUSE we’re waiting to be reimbursed by you, Stillwater. We feel we are functioning as de facto unpaid project manager for Stillwater; kicking and prodding to get things moving, yet in vain. We provided the mold inspection report, compiled a detailed inventory list with guidelines for determining which items are regarded salvageable and non-salvageable, and we initiated obtaining an estimate from a pack out company, and just sent of valuations, receipts and pictures for the items on our inventory list. Isn’t that work the role of a claims adjuster? Despite our efforts, we cannot show you any proof of Stillwater's pro-active approach to bringing our claim to a speedy and satisfactory conclusion, much less urgency in reimbursing us for our living expenses; there are none. Lack of clear and direct lines of communication, resulted in confusion and disorder. We're left hanging in the lurch by those we paid to help us in our hour of need.

  Business Response

  Date: 07/20/2023

  Dear *** ******,
  We have reached out to our claims department and understand they have been discussing this situation with you over the last week. Your policy has a limitation as it relates to mold coverage and what can be reimbursed up to that limit of coverage.  We have extended payments for your incurred housing costs as we continue to investigate the claim. Currently, we have paid what is owed under the policy contract.

  Customer Answer

  Date: 07/20/2023

  [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: we are still in conversation with **** ******. The issue is about what he identified as "grossly mishandling" of our claim, and he is working on a solution.

  Regards,

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

  Business Response

  Date: 08/18/2023

  Dear *** ******,
  We have contacted the claims supervisor on your claim for a status update. After several communications at the end of July, Stillwater issued a final loss payment on 7/21/2023 to cover the two days rental and ******* ******* costs you had submitted to us. Your claim has been closed since that final payment. We hope you were able to contact your agent or legal counsel to address the issues with your landlord. At this time, we hope you are satisfied with our response.
  

• 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.

  6/7/23,replace cost for new 5 ton ac hvac duck work $15,400, stillwater insurance company account number **********, issue is I have heart problems and breathing the company ******** **** *came out next day replaced the unit the adjuster came late in evening the old unit had been taken away so he closed the claim because he couldn't see the unit not telling we needed to keep other unit that broke down so denied the claim and closed it out why would anyone just replace a unit for the heck of it really all I wanted was my compensation for the unit that broke down they are just trying to get out of paying it I have ive been paying insurance on time with this company since 2015 Nov only have had 1 claim when my windows were broken out by someone trying to get in

  Business Response

  Date: 06/26/2023

  Dear Mr. ********,
  We contacted our claims department to better address your complaint. Our claims department has spoken with you and the HVAC company that completed the initial repair work as part of our additional investigation into the claim. The HVAC company informed us that after the initial repair they completed on your 23-year-old air conditioning unit, it stopped working after a power surge related failure and you decided to replace the unit.  Please understand a Homeowner’s policy is not a maintenance contract and does not provide coverage for items that fail due to wear/tear and age. Our additional investigation into this claim did not change our position relative to the coverage provided by the policy contract. If you have any questions regarding the policy contract and would like to discuss this further, please call us.