Complaints

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

close

Find a Location

Security First Insurance Company has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Security First Insurance Company

  1001 Broadway Ave Ormond Beach, FL 32174-2905

  
• 

  Security First Insurance Company

  1300 Sawgrass Corporate Parkway Suite 300 Sunrise, FL 33323

• 

  Security First Insurance Company

  PO Box 45-9025 Sunrise, FL 33345-9025

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:02/05/2025

  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 CARRIER DOES BUSINESS WITH A ***** CLAIMS SERVICE OR EIG RESTORATION KNOWING HE DOES NOT PAY HIS EMPLOYEES. BUT SECURITY FIRST STILL TAKES THOSE SAME CLAIMS AND SETTLE WITH INSUREDS. WHEN REACHED OUT TO INQUIRING SECURITY FIRST TOLD MULTIPLE PEOPLE ON A RECORDED LINE THAT IT'S NOT THEIR PROBLEM.

  Business Response

  Date: 02/19/2025

  Security First appreciates the chance to respond regarding this individuals concerns. While we do not have knowledge regarding this persons contractual/employment experience with the companies described, or regarding the on-going relationships of those companies with any particular employees or contractors, we can assure all concerned that we have fully complied with our legal and contractual responsibilities to those companies. We have confirmed that the financial disputes that are mentioned could not result from any failure on our part to compensate the companies as we have agreed to do. 

• Initial Complaint

  Date:02/04/2025

  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 am currently in the process of replacing my roof through my home insurance, Security First Insurance. They sent me a check to replace the roof, when it arrived in the mail, I unknowingly endorsed it on the back along with my wife, both of us are policy holders on the insurance. When I attempted to take it to my bank to deposit, the teller informed me that the check needed to be endorsed by the mortgage company as well, as they were listed as a "payee" as well. This is the first house I have ever purchased and the first time I've ever had to replace my roof through insurance, therefore, I was not aware of this. When I contacted the mortgage company to advise them of the situation I was in, they informed me that I would have to request a new check from the insurance company because they can not endorse a check that has already been endorsed by the homeowner, citing a risk of liability. I then made multiple attempts to contact Security First Insurance, specifically the claims adjuster assigned to this claim, ****** ********, to NO AVAIL. I have made multiple attempts via email as well as phone and she has not returned any of my calls or replied to any of my emails. This has caused me and my family so much stress and frustration. I cannot get the roof replaced, until a new check is re-issued by Security First Insurance. They are intentionally delaying this, what feels like, never ending process. It has been nothing but a nightmare since the start and all I want is for it to be over with and my roof replaced. Everything has already been approved and the roofing company is ready to begin work on it any day now, I am simply waiting for Security First Insurance to re-issue a check, that is it. Thank you. The Claim number is, #******.

  Business Response

  Date: 02/18/2025

  Security First regrets that our customer feels that we intentionally delay the handling of claims. We strive to handle the losses reported by all customers in an expeditious and fair manner, affording all the benefits of our customers policy. In this instance, we were happy to accommodate our customers two requests to cancel and reissue the claim payment that we issued to replace the damaged roof, and we only regret that our customer was frustrated by the process. Our customer requested on December 24, 2024, that we cancel and reissue the original indemnity check because the check included the name of the mortgagee as listed in our records,but a different company was then servicing the mortgage. We advised our customer of the steps necessary to change the listed mortgagee and, when we received the necessary documentation from our customer on January 6, 2025, we were pleased to re-issue a check with the updated payees within one day. We also were happy to honor our customers request that the check be reissued a second time, on February 05, 2025, when our customer requested that we do so, and we reissued the check within two days of that request. We hope that the indemnity money that we provided under the terms of our customers policy has now been put to good use repairing the damage. If our customer provides further information or has questions, we will respond appropriately.

• Initial Complaint

  Date:01/22/2025

  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 claim with insurance on Oct 10 2024 after a 70 foot tree fell over our home in ************** and pierced our roof.Our roof was only 4 years old. The amount of damage was devastating to our home involvong not only roof but kitchen, floor ceiling Hvac and loss of personal property. After 60 days waiting the insurance determined that despite the damage of the home they do not agree to replace the entire roof. I spoke with the adjuster and told him that the roof needs replaced as there is underlying damage that will not be assessed unless all shingles are stripped and the entire roof is looked thoroughly, plus roof contractors do not give warranties on the work unless it is entirely redone. Despite that they denied their responsibility on that end. Additionally, they stated the floor that is laminate continuous throughout good part of the house, only needed repairs on the part damaged. How is that suposed to work? After that we hired a public adjuster after which the insurance compamy has utilized every available resource to delay in response. From changing desk adjustor 4 times, to delay in the trigger of a secondary inspection, to not aknowledge the extent of loss of inhabilitability of the property taking 4 months of time for which they still owe us 2 months. The company says my property is habitable despite having 2 giant openings in the roof and parts of the ceiling falling constantly in pieces. How is that safe for a 6 year old and a mentally disabled adult for which I provide care? Finally the damage of the home when an artifact of this nature hits it spams not only visible elements, the public adjustor showed me that as a consequence of the tree hitting the property, the remodeled portion of the house shows signs of separation from the main structure. There is a cost to repair that that was not asessed by the insurance and I will persue that payment as it is what is owed to us.

  Business Response

  Date: 02/05/2025

  We at Security First regret that our customer has been led to believe that that we intentionally delay the handling of claims in order to obtain some unnamed benefit from doing so. We strive to handle the losses reported by all our customers in an expeditious and fair manner, affording all the benefits of the customers ********* our customer has stated, we promptly investigated this reported loss by inspecting the damage with an adjuster, a roofing contractor and a structural engineer,and we provided our customer with a coverage decision and full indemnification for the loss more than two months ago. Since then, our customer has chosen to employ the services of a public adjuster that has made demands for additional damages that far exceed the scope and price to repair the damage that we documented in our inspections of the property. Moreover, the public adjuster only provided the necessary material information regarding the new and additional claims about a month ago. Since receiving that information, we have worked with our customer and the public adjuster to complete additional inspections of the loss with a general contractor and a mold assessment company. Although we await further information from the general contractor regarding its inspection, we have confirmed the good news that the home has not become uninhabitable because of the presence of mold. The public adjuster has claimed that our customers are entitled to reimbursement for the cost of alternative housing due to the residence having become uninhabitable because of the presence of mold. But we do not find that to be the fact after reviewing the evidence presented to us regarding the mold issue.Nonetheless, in addition to awaiting the general contractors report, we are reviewing our investigation to determine whether other conditions establish that additional living expenses that have been incurred by our customers may be covered under the terms of this policy. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22842271
  
  I am rejecting this response because:

  While the loss of habitability is supposed to have been paid for the months of December and ******* ***** communicated that to the public adjuster a week ago, I shall wait and see) this still leads to a partial fulfillment of the obligations of the insurance given that the repairs of the home are not fully paid. Even if the mold was not there the house was deemed inhabitable until repaired since I have a 6 year old and an autistic 24 year old under my care (see pict of child in PPT). The lowest Temperatures during the months of December and ******* were mostly in the 40s and the house has no HVAC system until repaired since the ducts were damaged as a result of the storm, our current roof is only covered by a thin layer of tarp. In addition to this, the loss of habitability is warranted as the home presents hazards to the family and no one from the insurance has come here to reinforce any loose ***** that could fall and hurt someone (see picture with child). 

  Additionally, the roof was completely redone on 2020 and had 5 years worth of warranty left. In the picture you see the size and weight of the tree that slammed my property (this is scientific evidence). The size of the tree and the damage to the roof warrants a complete roof replacement since:

  1-. Multiple contractors have stated they will offer not warranties in a roof repair as there will be areas of the roof that could be cracked and the damage cannot be assessed without lifting the shingles and the peel and stick that could also present cracks that cannot be viewed, leading to water filtrations in our rainy Florida weather. With this in mind if the insurance shall warrant the recovery of the property to it's previous state, the payment of a partial repair does not fulfill the conditions of the agreement since the roof repaired would not be warranted. While an engineer came and made an assessment of the roof, I must say the reliability of the assessment is not something I would fully trust, since at the time of inspection the roof was covered by tarp and the attic provides very poor visibility to make an accurate evaluation of the issues at hand, even when using a high quality flashlight, there is not an easy access to the areas affected. In addition to the above please again look at the size of the tree which slammed our property pushed by 100mph winds (source the news), I want the roof replaced as the size of the object that hit the property and the momentum (speed+ weight, this is just basic high school physics, not engineering) warrants a full roof replacement given the fact that looking the surface of the roof and the evaluations that have been made to the property do not warrant lack of issues in days to come after the roof has been partially repaired, at which time I would need to dig into my pocket to fix leaks to come, which would also hurt the long term value of the property. (The home has a new roof from 2020 but a 70 foot tree slammed it in 2024 ... yeah it is repaired ..great!)

  2-. There are interior features of the house that also suffered damage like to floor (laminate) that is continuous from the living room all the way to the back rooms, while the floor was only lifted in the living room area the renewal of the floor is warranted in all areas where laminate floor is continuous, as the laminate floor in use is currently not available in stores which would lead to a Frankensteinization of the property in the event of a partial repair. Once more if the fulfillment of the conditions of the agreement do involve the recovery of the property to its state before the storm, a partial floor fix will not be in line with such agreement, and I do not accept this type of remediation as an option.

  I will stand firm on my complain as I think good sense is behind my judgement.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 02/24/2025

  *** has provided our customer with status updates regarding the additional claims that were that were presented to us on January 10, 2025, and regarding the issue of additional living expenses. As previously noted, we commenced an investigation regarding the claims for additional coverage and indemnity by obtaining a mold inspection and report and by reinspecting the property with a general contractor. We have also obtained requested information and issued payment for additional living expenses. However, We have not yet completed our investigation regarding the claims most recently presented by our customers public adjuster, nor had the opportunity to discuss any conclusions with our customer. We work hard to process the claims reported to us by all of our policyholders in a reasonably prompt and fully thorough manner, and in full compliance with the terms of our customers policy and applicable statutes and regulations, and we have no different goal with this customer.  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22842271
  
  I am rejecting this response because:

  There was a new inspection made at the property on Feb 6th and the inspector acknowledge the issue of a report on Feb 20th, still no information has been issued from *** to state they will cooperate with us.

  I remain skeptic of the willingness of the company to stand behind the product they SELL, as they have been dragging me and my husband the insured party, as well as my FAMILY for 4 long months.

  My guess is seeing is believing, until no action comes to place in regards of the information contained in the most recent inspection, I will not close the complain. It is my right to raise my voice for something that is simply wrong.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/07/2025

  Security First has pursued our investigation regarding the supplemental claims that were presented to us in January and confirmed that, while professional mold remediation of our customers premises is not required, there is additional damage that we believe to be covered by the terms of our customers policy. We have also evaluated our customerscoverage for additional living expenses considering the coverage available, the documentation provided by our customers and the reasonable time necessary to undertake the repair work that will be necessary regarding the supplemental damage. We have issued documentation and indemnity accordingly. If our customers provide additional information regarding this loss, we will respond appropriately.

• Initial Complaint

  Date:01/15/2025

  Type:Order 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 company does illegal work. They have a contract with ***************** Services who's known for not paying their employees. Security First, in returns, still settles the claims with these insured.

  Business Response

  Date: 01/30/2025

  Security First appreciates the chance to respond regarding this individuals concerns. While we do not have knowledge regarding this persons contractual/employment experience with the company described, we can assure all concerned that we have fully complied with our contractual responsibilities with the company in question.  We have confirmed that the financial disputes that are mentioned do not result from our failure to compensate the contractors as we have agreed to do.

• Initial Complaint

  Date:01/09/2025

  Type:Order 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 business is closely associated with ***** ***** / *** Claims ******** / *** Restoration. Security First has knowingly continued to work with Mr. ***** despite being aware of his failure to pay his employees. Furthermore, I understand that Security First, knowing ***** ***** (their contractor) does not pay their employees, but still uses those estimates written by unpaid employees to settle claims, which raises ethical concerns regarding their commitment to fair labor practices and employee rights.

  Business Response

  Date: 01/23/2025

  Security First appreciates the chance to respond regarding this individuals concerns. While we do not have knowledge regarding this persons contractual/employment experience with the companies described, or regarding the on-going relationships of those companies with any particular employees or contractors, we can assure all concerned that we have fully complied with our legal and contractual responsibilities to those companies. We have confirmed that the financial disputes that are mentioned could not result from any failure on our part to compensate the companies as we have agreed to do. 

  Customer Answer

  Date: 02/02/2025

  I am not in agreement with closing the complaint. 

• Initial Complaint

  Date:12/31/2024

  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.

  This company continues to work with *** Restoration / *************************. This company continues to allow contracts knowing that ***** ***** does not pay his employees. Many people have reached out to *** about this and they do not ******** is SFI using estimates written by unpaid adjusters to settle their claims with their insured?

  Business Response

  Date: 01/20/2025

  Security First appreciates the chance to respond regarding this individuals concerns. While we do not have knowledge regarding this persons contractual/employment experience with the companies described, we can assure all concerned that we have fully complied with our contractual responsibilities to those companies. We have confirmed that the financial disputes that are mentioned do not result from our failure to compensate the contractors as we have agreed to do.

• Initial Complaint

  Date:12/16/2024

  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.

  I am beyond disappointed with the handling of my claim by ***** ******* and Security *****. We had some damage from the last hurricane. I filed a claim on 10/25 and we have had two inspections since filing the claim (11/3 and I cant find the info on the other inspection). The damage to our home is to the siding that is between the 2nd and 3rd floors. The claim is now held up because they want to inspect the roof (even though we have a solid metal roof) and are not able to use a drone since we live close to a navy base. However, there are many other ways to inspect other than using a drone.***** does not respond in a timely manner. I am approaching 3 weeks since I last heard from her despite me sending 4 emails and leaving a voicemail.She does not listen. I had to explain multiple times that we do not have a HOA. We are going on 2 months and they still have not completed the inspections they want to do. I am attaching a detailed timeline of my contact and attempts to contact *****. The worst part is, when I called customer service and asked for a new adjuster I was told only ***** can reassign my claim! I asked to speak to ******* superior and I was told a message would be left for her to contact me. I never received a call from anyone.

  Business Response

  Date: 12/30/2024

  We regret that our policyholder has not experienced the level of satisfaction that we strive for in all interactions with our customers. We have addressed our customers concerns and anticipate that the roofing contractor will soon complete the remaining work necessary to document the condition of the roof on our customers property. As we have completed the other necessary inspections, we expect to be able to close this claim for our customer upon receiving the final report from the assigned roofing contractor.We look forward to being allowed the continued privilege to provide our customers residential property ********************** needs, storm after storm and year after year.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22693852
  
  I am rejecting this response because:

  The company HAS NOT taken the necessary steps to complete the final inspection.  On 12/18 I was contacted by a new adjuster, ******.  She told me she would reach out to the roofing inspector the following day to get a boom ladder scheduled.  On 12/26 I texted her that I was disappointed that 8 days had passed with no update.  She texted back on 12/30 saying she was out of the office and did not have an update to provide.  ****** said she sent a "rush inspection" to the roofing company on 12/20.  She said she had not received a response.  I said she should have follow up with them after 10 days without a reply.  She said she did and that I "was welcome to reach out to them directly."  If she can't reach them what makes her think I will be able to?  Perhaps it should be sent to another roofing inspector?  Their effort to resolve this is pathetic.

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

  Business Response

  Date: 01/20/2025

  We reassigned the task of completing the inspection of our customers roof after learning that the assigned vendor did not properly communicate with our customer regarding the inspection, and we are pleased to confirm that the roof inspection was completed and our customers property did not suffer roof damage from the storm. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22693852
  
  I am rejecting this response because:

  The inspection was completed on January 9th.  It is now January 21st and I have not heard anything from Security First.  They are STILL failing to act in a timely manner.  I will be filing a complaint with the State of Florida as well.  Disgusting customer service and the responses from the company are insincere and missing so many details.  

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

  Business Response

  Date: 01/30/2025

  Once again, we regret that our customer is dissatisfied with the processing of this reported loss. Security First completed an inspection of our customers roof on January 9, 2025, as our customer noted. On January 21, we issued our final coverage determination decision to our customer by mail and email. We have also attempted to communicate with our customer to discuss our final decision and to answer any questions regarding the loss. In so doing, we have completed our investigation and disposition of this reported loss. Should our customer provide additional information regarding the loss, and we will respond appropriately. 

• Initial Complaint

  Date:11/14/2024

  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.

  Hello - An insurance claim was filed with Security First insurance on September 30, 2024 with confirmation that our claim was being reviewed on October 2, 2024; Claim #******. A claim was filed to address damage sustained by Hurricane ******. Each attempt to obtain an update on the status of our claim is either ignored or responded to with a generic response noting that our claim is in "final review". A mold remediation service completed an inspection of our home and confirmed that their report was submitted to Security First on October 6, 2024. Today, Thursday, November 14, 2024, we received a call from another mold remediation team, noting that Security First requested that they schedule an appointment, effectively re-starting this process.

  Business Response

  Date: 11/27/2024

  Security First is pleased that we have now completed our handling of the hurricane damage claim that our customer reported to us. We have discussed our coverage and indemnity decisions with our policyholder and have issued a detailed written report of our decisions.  We regret that the demands of the intervening events surrounding Hurricane ******, and our need to assure that we properly inspected our policyholders reported damage, resulted in a claim timeline that was not consonant with our customers expectations. It is our goal always to provide outstanding service for this customer and for all of our policyholders,and we look forward to the opportunity that we may continue to provide our customers residential property ********************** needs Storm after Storm, Year after Year

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22555610
  
  I am rejecting this response because: No valid response was received until after filing a complaint with the BBB. We waited two months to be told that our claim was rejected as it was below our deductible. The response notes that "Due to response to Hurricane ******", yet our issue was from ******, which was prior to ******. 

  The representative that "assisted" us made us feel that Security First is completely untrustworthy. We have since planned to take our business elsewhere. 

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

  Business Response

  Date: 12/13/2024

  While we understand that our customer may have wished that *** had completed its coverage assessment of this Hurricane ****** loss more quickly, we responded promptly and thoroughly when we received this complaint,and our coverage decision regarding the reported loss was completed within the reasonable time for such decisions that is allowed by Florida law. In short, our customer requested in the complaint the Desired Settlement of Finish the Job and we did so. Nonetheless, we apologize for creating the incorrect impression that we believed that our customers loss arose from Hurricane ******. We are fully aware that this claim arose from damages sustained during Hurricane ******, and we mentioned Hurricane ****** in our previous response only to point out that the length of time we spent to process our customers claim potentially was affected by the disruptions to systems and normal routines that resulted from the occurrence of Hurricane ****** while we processed this claim. It remains our goal always to provide outstanding service for all of our policyholders, and we look forward to the opportunity that we may continue to provide our customers residential property ********************** needs Storm after Storm, Year after Year

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22555610
  
  I am rejecting this response because: This company wasted our time for over 2 months, just to say that we were denied. Their delay caused us to miss a window offered by **** to help with our repairs.
  
  
  ***** *******

• Initial Complaint

  Date:10/15/2024

  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.

  Date of loss 9/27/24 SFI Claim ******. SFI Insured ********** ******* Two weeks ago after hurricane ****** hit ************ I discovered that the neighbor in the back had her tree fallen over my fence, destroying a big part of it. I immediately contacted Security First Insurance and the woman in charge of sending an evaluator, ********* *******, in a vey rude manner she asked if I had asked the neighbor to take care of the tree, if it was alive or dead. I do not go around the neighborhood inspecting trees, specially since my fence is of the privacy height. The fallen tree looked dead to me, wet and dead. The insured did not give proper maintenance to her yard, pictures I provided Ms. ******** The insured, an elderly lady, Mrs. ******* had the trunk of the fallen tree removed without telling me. I spoke to the gardener she hired, he assured me the tree was dead. Bervelie ********* denial was immediate and with prejudice. If you record you conversations, you will hear her lack of care. I got a letter today stating that as per Ms. ********* investigation the tree was alive. Most respectfully, who the heck did she speak with? I have not been able to get to the broken fence area since a lot of dead branches block my way. I need a clean up and the fence area replaced. ******** ******* sent me an email asking me if I recognize the tree in a picture. I did ******. ******* googled Earth the wrong address. Those houses have changed colors in 20 years. Ms. ******* investigation is 20 years old. I have been trying to reach Ms. ******* every day now. No contact by her or a requested manager. I find these customer service skills deplorable.

  Business Response

  Date: 10/29/2024

  Security First is sorry that the individual bringing this complaint suffered damage when a tree on our customers property was blown over by high winds associated with Hurricane ******. Because we do not insure the property that was damaged, we investigated to determine whether our customers tree blew over and damaged the fence as a result of a negligent act of our customer. If that were the case, our customers policy provides that we will defend and insure our customer for the loss suffered by another. In this instance,we conducted an investigation and determined that the documentation and evidence available to us did not demonstrate that a negligent act by our customer was responsible for the accident that resulted in damage to the fence. Thus, we were not able to offer compensation to the complainant for the damaged fence. Security First strives to exercise the utmost curtesy and professionalism in our dealings with our customers and claimants alike, and we regret that that anyone feels that we have not done so. Should the complainant have additional evidence that is relevant to our consideration of this claim, we ask that it be provided to us, and we will respond appropriately. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22428084
  
  ****** **********
  *********************************************************************** *************************** **************
  
  I am rejecting this response because:
        Your response is intentionally misleading and holds much disrespect towards me, an affected neighbor of a natural disaster, and toward your own policy holder, in this case, a senior lady who admitted her responsibility to me, and paid for a clean up. I am still with my fence torn.
  Mrs. Yeawolo, your policy holder, hired an independent gardener for the clean up. He can be considered the expert witness and could confirm with a simple phone call that he found a dead tree on my property. ******* ********* ***** 904-909-4897already given information. Your claim that you had an investigation performed only proves your incompetence at assisting your own policy *********** say the coverage was available, I say with facts at hand backing me up that it was not. You never meant to assist, and your automated response does not apply. Be there for the communities you are paid to protect for Gods sake. I called about 20 times, left messages every day. If your employees ************************************** stopped ignoring calls, it might make your service less deplorable. Just a hint.
  Sincerely

  ****** *.

  Business Response

  Date: 11/08/2024

  Security First regrets that this claimant suffered property damage during the Hurricane ****** disaster, and we have reviewed the additional information provided to us as evidence that the negligence of our customer, the claimants neighbor, caused a tree to fall on claimants fence during the high winds of Hurricane ******. We have determined that the additional evidence is not sufficient to change our opinion that no negligence of our customer contributed to the tree falling. As we previously explained, we do not insure the property of the complainant, rather, we insure our customer against liability resulting from our customers negligent conduct. Since we believe that our customer has no legal obligation to pay for the damaged property, our policy of insurance does not provide for any compensatory payment to the claimant. If the claimant, or our customer, provides additional information or documentation regarding this claim, we will respond appropriately. 

• Initial Complaint

  Date:09/04/2024

  Type:Order 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 cancelled my 2024 renewal insurance policy well before the due date. The price was 52% higher than the policy they took from Citizens and indicated they would not go higher than 20% more. Even though I cancelled and got a confirming acknowledgement this low down company still billed my mortgage company. Now they want to take the slow approach to refunding the $8009.00 they took from my mortgage escrow account!! How dare they send a bill when they acknowledged my cancellation due to their outrageous invoice.

  Business Response

  Date: 09/09/2024

  We regret that we were not able to offer a premium for this policy that our customer felt was acceptable. On July 30, 2024, our customers agent of record cancelled the ******************************************* HO3 Homeowners Insurance policy for the September 16, ******* term, and we notified all parties of that fact on the same day. Nonetheless, our customers mortgagee paid the full-term premium for the policy on August 27, 2024. We issued a full premium refund check to our customer at the mailing address of record on September 05, 2024.  Should our customer experience any further inconvenience, we ask that we be notified promptly of the issue. 

  Customer Answer

  Date: 09/09/2024

   
  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 provided that I receive the refund check. However I still do not know when the request for funding was sent to my mortgage company that prompted them to pay almost a month after the insurance was cancelled. Did you send an invoice more than 8 weeks prior to the expiration date? As well, I did not approve the file you sent me for the renewal, but you bound it over anyway without my approval which prompted all this problem to begin with, These actions cause me to find your company disreputable.
  
  Sincerely,
  
  ***********************