Complaints

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

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• 

  Assurant, Inc.

  11222 Quail Roost Dr Miami, FL 33157-6543

  
• 

  American Bankers Insurance Group

  PO Box 961 Horsham, PA 19044-0961

• 

  Assurant, Inc

  P.O. Box 7528 Madison Heights, MI 48071

• 

  Assurant, Inc

  PO Box 7528 Madison Heights, MI 48071-7528

• 

  American Bankers

  260 Interstate N Circle, SE Atlanta, GA 30339

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:10/28/2022

  Type:Customer Service 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.

  10/28/22 I attempted to file an insurance claim with assistant to whom I am paying monthly to cover damage to my phone, however instead of addressing the claim they continue to forward me to ***** care. I am not paying for ***** care!! I am paying for assistant to cover any damage to my phone!! I have called ***** care and they cannot process my claim nor let me know when they will have the part for my phone in store. I have repeatedly asked them to not forward me over to ***** care. My complaint is not with ***** care as. I am not paying for them to cover my phone. Assistant is responsible for the coverage to my phone.

  

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 11/10/2022

  
  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:10/26/2022

  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 obtained Renter' Insurance from a Geico company, American Bankers Insurance Company of Florida a/k/a Assurant, for **** Seminole Blvd, apartment ***, ******** ** ***** on April 4, 2022. This was a full year policy that was supposed to commence on 5/3/2022 when my existing policy ended. The policy number was REN ******* . When the policy was sent to me it had the wrong commencement date of 4/5/2022. I called American Bankers and sent emails informing them that the policy was to commence on 5/3/2022, when my current policy ended, and end on 5/3/2023. Via email on April 5, 2022 from [email protected] I was informed by Assurant that the REN policy was CANCELLED and a new policy issued, ** ******* **, for the period 5/3/2022-5/3/2023. The email reads-"Dear Valued Customer, This email confirms that your request has been processed. This request requires that your current policy be cancelled and a new policy be issued. A new policy has been issued, with a new effective date and new policy number. Your new policy number is RI *******". This policy was paid in full. However on 10/18/2022 I received an invoice from American Bankers/Assurant that policy REN *******, that had been CANCELLED on April 5, 2022, had to be paid in full by 11/5/2022. I called American on 10/18/2022 and spoke to Heil in Specialty Services who apologized for the mistake and said the REN policy had not been cancelled in the computer and he cancelled it again and noted that policy RI was still in effect. Unfortunately, yesterday, 10/25/2022 I AGAIN was billed for the REN policy that should have been cancelled twice before. Please arrange for American/Assurant to remove the REN policy from their system as well as their requests for payment on a policy that was cancelled at inception in April 2022.

  

  Business Response

  Date: 11/08/2022

  Please see the attached response with supporting documentation. 

  Customer Answer

  Date: 11/09/2022

  
  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:10/25/2022

  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'm seeking a refund for a ****** Extended Purchase Plan for a product that I returned without accepting delivery. I've been in contact with Assurant, and filed for a refund, then waited for 30 days after the process was initiated.

  

  Business Response

  Date: 11/03/2022

  November 3, 2022

  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 11/03/2022

  
  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:10/25/2022

  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.

  Sept. 11, 2022 We bought a freezer from Lowes. We purchased the warranty plan for $****** Two weeks later the freezer quit freezing. We lost $****** worth of meat. I called Assurant the lady I spoke with told me I would have to file with the manufacturer of the freezer since the freezer was only 2 weeks old. She stated I could list everything in the freezer and send to assurant. Which see said they cover up to $***. In food loss. So Now Assurant customer advocates tell me I need to provide receipts of the loss food. Who keeps receipts when they go to the grocery store? I even sent pictures of the meat. Assurant still wouldn't cover our loss. The manufacturer stated they don't cover food loss. I ask Assurant to refund my money on the warranty plan. They told me it would take up to 30 days to process the claim. They stated in the email it would come from Federal Warranty Co. envelope when I receive it.

  

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 11/09/2022

  
  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:10/16/2022

  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.

  09/19/2022: I called Assurant (Tmobile affiliate for insurance claims) to file a claim because I lost my phone. The claim was approved. I paid $*** for the deductible. 10/05/2022: I found my lost phone and contacted Assurant. I was told to send the phone that I found for a $*** refund on the deductible that I paid on 09/19/2022. No other information or instructions were provided besides telling me to send the lost phone and that I would receive a refund. 10/16/2022: I contact Assurant to follow up on my refund. I was told that I would not be receiving a refund because I sent the lost phone. I followed their directions about sending the phone with their provided shipping label. I was then told that I had 5 or 7 days to send my phone. I was not told this on the 10/16/2022 conversation. If I had known that I was not getting a refund I would not be complaining and requesting a refund. Assurant should have informed me of this, and I feel that they purposely withheld this information to not refund me my deductible and obtain my phone.

• Initial Complaint

  Date:10/15/2022

  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.

  Assurant Inc. Has refused to honor their insurance benefits stating that it is "sometimes " avaliable and currently it is not available. Multiple calls and requests to speak to management has just resulted in the call being ended on their part. Assurant offers 29$ cracked screen repairs in lue of ***$ device replacement. Assurant 1st attempted to state my coverage was not high enough to offer the service wich is a lie, the next representative stated it just isn't available right now and couldn't explain when or why it is unavailable. They are promotiong a service that they truly do not offer to their customers and are deceiving customers with false advertising of a service being paid for that isn't being offered. Their customer service support refuses to provide guidance on this situation other then stating I can pay the higher ammount and get a replacement. The insurance bennifits state I am eligible for screen repair and shouldn't be charged **$ more because they are offering a service they can not complete. Insurance information does not state the coverage is "sometimes" available and has been promoted on TV, internet as a cost reduction bennifit of carrying their p360 insurance. False advertising.

  

  Business Response

  Date: 10/19/2022

  Re: ***** ******i - Complaint ID# ********
  
  The business responded to this complaint but has asked that its response not be published.”
  

  Customer Answer

  Date: 10/20/2022

  
  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.

  The response time and effective communication from Assurant management due to my complaint was adequate  and acceptable to my claims. Although I do hope that the field team is coached and instructed to be upfront with customers going foward vs passing a customer around and providing inacutate information. It should never have to be escalated to outside sources such as BBB to recieve complete and accurate communication from a businesses call center staff.

  Thank you for your time and effort in this matter.

  
  Sincerely,
  
  ***** ******i

• Initial Complaint

  Date:10/12/2022

  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.

  On july 25,2022 i filed a renters insurance claim about theft of my personal items. during this time i reached out to my claim adjuster alissa powers on aug 1 no response to check the status of my claim. reached out on aug 10 got a response that she was out of office a few days last week. reached out aug 24 for update no response, aug 25, no response. on sept 6 i got an email about asking for reciepts that i had already submitted. resubmitted reciepts, sept 7 she states let me review these documents and provide with you an estimate , reached out on sept 9 no response, sept 12 again no response, sept 13 no response,sept15,16, sept 21 finally got a response. she responded that she realized that she left my shoes and bags off the list and will be submitted for supplemental pay. however she was issuing me a partial refund on that dayI i have reched out on 0ct 3 no response, october 5, october 6, october 7 no response. my claims was partially resolved i am missing 3 pair of shoes 4 telfar bags, and apair of alexander mcqueens off my claim. she doesnt responds, she doesnt notify when she is out of office, i have left voicemails, i havent recuieved a call back. it is almost going on three months and my claim stillisnt fully resolved

  

  Business Response

  Date: 10/27/2022

  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 10/28/2022

  
  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:10/12/2022

  Type:Customer Service 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.

  1. 08/*0/22 - Refrigerator stops working and freezer stops freezing. 2. 08/*1/22 - Assurant opens up a claim, Incident Number *** - ** - ***. *.. 09/02/22 ( - Assurant sends service provider ********* to my hone to inspect and/or repair my **** Refrigerator. ********* rep, first name ******, said he needed me to sign a doc where he wanted me to sign away all my rights if he damaged my home while attempting to repair or replace the fridge. ********* ****** said he would not inspect or diagnose my refrigerator because the melted ice in the freezer had starting cooling again and because the fridge started cooling again. I did not sign the doc and then ****** left. I called Assurant and complained that ********* refused to diagnose the problem and just left, and Assurant apologized and said call back again if the fridge stops working again. 4. 09/24/22 ( Sat. at 7 AM ) - fridge stops working again and I call Assurant on 09/25/22, but they are closed on the weekend. 5. 09/26/22 - 7AM ( Second Incident ***-****** ) - Inform Assurant the fridge is not working again and they never call me back from 09/26/22 to 10/0*/22. They send me an e-mail on 09/28/22 saying they could not find a service provider, saying I needed to find a service provider myself to repair my fridge, up to $*** reimbursable amount. I call Assurant 5 times from 09/26/22 to 09/*0/22, asking them not to close my file and for Assurant to send a service provider to my home to inspect / diagnose and repair may fridge and to honor the terms of the contract / warranty agreement.

  

  Business Response

  Date: 10/12/2022

  **s Executive Mgmt response below:
  
  Can you have this re-directed to Assurant? This is related to terms of extended warranty on refri**rator that needs service.

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  The business responded to this complaint but has asked that its response not be published.”

  Customer Answer

  Date: 10/21/2022

  
  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:10/10/2022

  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 pay for Assurant protection on multiple devices through T-Mobile. One of these devices was lost during a flight home and both the airport and airline lost & found indicated for days that they did not have the device. Therefore, I filed a claim to have the device replaced. But, I asked during the phone call if the IMEI of the missing device could be cleared in case it was found in the meantime. I was assured that it could be. The replacement device was sent. 3 weeks later, the airline called and said that the device was found and in an airport on the other side of the country and I paid to have it shipped back. I then called Assurant to ask to have the IMEI unlocked, but was told that couldn't be done. I then offered to send the device to them if they would refund my deductible so that there wasn't simply a $*** device that was completely useless. This was denied as well. I'm sorry, but this is not a company that I can do business with. In addition to the T-Mobile plans, I get Assurant device protection plans on things I buy all the time. Well, not only am I cancelling my T-Mobile insurance and I will insure myself through *******, but I will never purchase another protection plan through Assurant again. Plus, I have a really big mouth. I share information such as this about companies, both good and bad, far and wide. Assurant will probably lose $******* easily over a small issue. But I guess large companies can absorb this sort of thing. Until they can't.

  

  Business Response

  Date: 10/21/2022

  October 21, 2022
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 10/31/2022

  
  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.

  Nathan was awesome!!  It's unfortunate the the frontline agents' hands have to be tied in such a manner that they cannot be empowered to help the customer.  But at least escalating this issue resulted in a positive outcome and renewed my faith in the company.

  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/04/2022

  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.

  washer failed 8-17-22. completed claim form dane **** horrible process that took forever. approved for extended warranty pay out on 9-9-22. was promised the check would be mailed in three business day (****). Well its more than three weeks later. no k e can tell us where the check is. tried to switch to statement credit. told it takes another 7 business days for approval and payout if credit could take another 1-2 business cycles.

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  Better Business Bureau, Inc.
  Southeast Florida and *************
  4411 ************************************************************************** 33407
  
  Re:   Complaint ID #: ********
  
  Dear ******************:
  
  I am writing to you on behalf of ***************************** (VSC).  VSC received your communication dated October 4, 2022 and complaint filed by the Cardholder. We have reviewed the Cardholders complaint and the associated claim;our findings are as follows:
  
  Our records indicate the Cardholder submitted claim ******** under the Extended Warranty benefit on August 17, 2022 because the ** front load washer dryer combo was leaking.  The benefit in question extends the manufacturer warranty for *********************************************************************** the event of a covered failure.
  
  On August 17,2022, VSC sent an acknowledgement letter via email requesting supporting documentation on in order to substantiate the claim.  On August 19, 2022, VSC received documentation from the Cardholder.  A review of the documents determined that the information provided was unacceptable as it was received in an unacceptable file format for documentation.  As a result, another request was sent to the Cardholder for a copy of the credit card billing statement in an acceptable file format on August 26, 2022.  On September 9, 2022, after reviewing the additional documentation submitted by the Cardholder, a decision was made to approve replacement of the aforementioned washer dryer combo in the amount of $1,372.79.  A payment in the amount of $1,372.79 was processed on September 12, 2022 and sent to the customer via **** regular mail.
  
  Upon receipt of the Cardholders complaint from your office, VSC completed a comprehensive review of the claim file, and it was confirmed the check was processed on September 12, 2022 but was inadvertently mailed to the incorrect address.  As such, said check was voided and payment was re-issued as a statement credit in the amount of $1,372.79.  This is the full amount payable on the claim and will reflect as a credit on the Cardholders Citi card within 1 to 3 business days but may take 1 to 2 billing cycles to appear on the Cardholders paper statement.  Should the Cardholder have any questions locating the credit on their Citi card statement, they may contact Citi customer ********************** directly at ************** for assistance.
  
  Having provided this information, we hope that we have fully responded to your inquiry and that we may consider this matter closed with regard to VSC.  Please do not hesitate to contact me directly should you have any further questions or concerns, and VSC will gladly continue to assist your office.
  
  Thank you for your consideration of this response.
  
  Sincerely,
  
  *****************************,ACA
  Executive Response Specialist
  *****************************

  Customer Answer

  Date: 10/19/2022

   
  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,
  
  *****************