ComplaintsforSecurity First Insurance Company

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for homeowners insurance with Security First insurance 4 weeks ago. At that time, they took all relevant information from me and we went back and forth for 4 sold weeks about coverages, what was covered, what I could increase / decrease, etc. At the beginning of the process after answering all their application questions they told me they could not provide water damage coverage unless I had a new water heater installed, as mine was 15 years old (and working perfectly). So, I spent $1400 today to have a new heater installed. I then sent all the required proof to Security First, photos, receipt. The agent called me back and said "we're ready to go, you can call your current insurance carrier today and cancel your other policy once we have everything bound. We will take care of calling your mortgage provider and setting u( the escrow with them, today. Then after answering another series of final questions, the agent said "have you ever filed a sink hole claim?" I replied I that I had settlement repairs done to the foundation 15 years ago". The reply: "Oh. Then we can't insure you." EXCUSE ME? I just spent $1400 on a new hot water heater you said I needed in order to have water damage coverage and THAT WAS ALL I NEEDED TO HAVE DONE, and now you tell me "sorry"? I only wanted catastrophic coverage anyway, and was still refused. 4 weeks of scanning doc's, questions, phone calls, spending $1400 for a hot water heater - and then, AT THE END OF THE PROCESS RATHER THAN AT THE BEGINNING, I was told "no". WHY wasn't this question asked up front, 4 weeks earlier aNd $1400 earlier? And can an insurer deny coverage to as homeowner who has had sinkk/hole/settlement repairs 15 years ago?

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/17) */

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We live in a townhome and was advised by the neighbor of water leaking into her garage and mold starting to grow. Upon check of our garage and lower level we began to see the evidence of a leak as baseboards, cabinets and walls have been destroyed. After contacting a plumber, leak detection determined there was a leak under the foundation in the kitchen. We contacted Security First on 10/1/2021 and spoke with Nicole. Nicole then had a gentleman named Adrian come out to assess damage. Adrian advised he would have his recommendations turned in by the end of the day. This was on 10/4/2021. I have since left Nicole VM's and sent emails. I attempted her today and was advised that her mailbox was full. I, then, left a message with a Customer Advocate named Stacey who has called twice over the last two weeks to tell me my claim was being reviewed but has no further information. It has now been a month since I filed that claim and I have a leak and mold growing in my home and no resolution. I have been visited by Code Enforcement twice, including this morning. I would like my insurance company to call me back and allow us to complete this claim. Claim number is XXXXXX

  Business response

  12/16/2021

  Business Response /* (1000, 10, 2021/11/29) */

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