ComplaintsforAmerican Traditions Insurance Company

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, I recently inquired about a quote for renewal from my insurance agent and was informed that I have an outstanding balance of $33 for additional roof coverage. This doesn't make sense to me as it's been a year and I've already paid my full policy. When I questioned her further, she stated that they offer this service as an option, not a requirement. So, I am confused as to why I was charged for this from the outset, and now being asked for additional payment. It seems inconsistent and raises questions about their transparency and communication.In addition to my previous criticism, I have decided to pay this amount but I will not be using this company's services anymore. They need to adopt a more transparent and clear approach from the beginning. I do not appreciate being drawn into unnecessary games and hassles. This experience has not only tarnished my current dealings, but it has also led me to lose trust in their future services. It is disappointing and a clear indication that perhaps their business practices need to be reassessed.

  Business response

  04/29/2024

  We sincerely apologize for any frustration or confusion this may have caused. In an effort to remain as competitive as possible, we include the Roof Surface Payment Schedule (****) on all Homeowners policy renewals.
  A renewal packet was sent to you on March 17, 2023 via email.This packet included a Notice of Change in Policy Terms, describing the endorsement,and also included a coverage selection form, titled Selection of Coverage for Losses to Roof Surfaces of the Dwelling Caused by Windstorm or Hail.  
  A reminder notice was later sent and included an additional copy of the coverage selection form.  On June 12, 2023, an updated policy packet was sent to you via email. The policy packet contained a form titled Important Notice Renewal Policy Premium Increase.This form advised that the **** endorsement was removed, and advised of the increased premium.  The form further included guidance on how to reapply the endorsement and the applicable discount, if you wanted to do so.  No changes have since been processed on the policy to reapply the endorsement, as we did not receive any requests to do so.
  We greatly value your feedback, and we are sorry to learn that we have lost your trust. We appreciate you providing us with the opportunity to respond to your concern.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The premium was due on Oct 11, 2023. on Oct 9, 2023 I was waiting for my agent to get the endorsement for water damage approval of and give me the final amount, so I can pay.Oct 10 He gave me the update amount to pay ****** . I paid online with bill pay on the 10th and with pmt confirmation #VGM30-MNC3W I sent this payment confirmation the my agent on Oct 10 and asked him to let ATIC (American Traditions ins. Company) knows that I had paid and make a note in my file. He assured me there's a 10 day grace ******* ATIC CASHED MY CHECK ON OCT 20 after telling my agent they had cancelled my policy for non-payment. In the mean time my agent told me ATIC isn't going to reinstate my policy. **** told my agent the OCT 10 payment confirmation before the due date Oct 11 wasn't good enough.

  Business response

  11/13/2023

  We apologize for any frustration or confusion regarding this concern. On August 23, 2023, the Premium Payment Invoice generated, and reflected a due date of October 11, 2023. Additionally, on September 26, 2023, a Notice of Policy Expiration was sent. The Notice of Policy Expiration advised that if payment was not received by the due date (October 11, 2023), that the policy would expire and the renewal would not go into effect. On October 18, 2023, your agent advised our underwriting team that a payment had been delivered to our payment mailing address. The agent was told by the underwriter that we had not yet received the payment, and was further advised that the policy was no longer active and was not eligible for reinstatement. Unfortunately, except in extremely limited circumstances, policies are ineligible for reinstatements after the renewal date, and as such, we are unable to offer a reinstatement. 

  Thank you for allowing us the opportunity to respond to this concern. 

  Customer response

  11/13/2023

   
  Complaint: 20800311
  
  I am rejecting this response because:

  I had requested a change of Agent months ago in June to
  Express Insurance & ********* Services Inc.
  ***********************************************
  ********, ** 32779
  Office Phone: ************  
  
  The form for AOR was signed and sent in for ATIC on June 22.
  Per my agent:  ATIC advised he needs to wait until 45 days prior to be able to AOR it of the October renewal date.
  
  When the renewal notice went out in Aug and Sept still listed ****************** as my agent. This agency never returned my emails nor phone calls. I did not want them to receive the commissions while they're not doing the work.
  
  So between the wait for the change of agent and Express Ins  sent the *** to American traditions to update the value of the house, this was Oct 5. Wasn't until Oct 10 when I got all the changes and the endorsement approved with the new premium sent to me. This was one day before due date.
  
  On Oct 10, I could have paid the premium by cc and the convenience fee of $39.00, but my agent reassured me I have 10 days ****** Bill pay was initiated on Oct 10 and with confirmation email sent to my agent to notify ATIC that ****** on route. If anyone is to blame for this mishap is the agent working for ATIC giving me wrong info on the 10 days grace ******* I should not be penalized for a non-renewal fiasco when your trained agent doesn't know what he's talking about?
  
  ATIC should make it right by reinstate my policy and retraining their agents to representing their company. Not returning emails/ phone calls and giving incorrect information to customers are acceptable to ATIC business model?
  
  It should not take more than 3 months for ATIC to come thru with a change of AGENT, especially the form was signed n sent in June 22

  Payment was paid online Oct 10, This is all due to ATIC taking too long on their part and the new agent not knowing ATIC policy about grace *******

  I would like ATIC to reinstate my policy. ATIC could do better and should do better, not just looking for reason to drop policy like hot potatoes.

  Sincerely,

  
  ***********

  Business response

  11/14/2023

  We appreciate your having taken the time to respond.

  
  Barring extenuating circumstances, requests to change an agent of record are processed only at policy renewals. We received the agents request to be named as your agent in June 2023, however we advised the agent that this must be resubmitted closer to the renewal. We received an additional request from the agent in September and processed the requested change.

  
  We understand your frustration regarding this situation. Unfortunately, we are unable to accommodate your request and our decision not to reinstate the policy stands. 

  Customer response

  11/14/2023

   
  Complaint: 20800311
  
  I am rejecting this response because:

  Bad business practice. ATIC is looking for reason to drop policy. Now they got one but not justifiable.
  
  Sincerely,
  
  ***********

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 28 we were hit by the hurricane and received large amounts of water to our home from vent on the microwave which then flooded the entire left side of our home front to back. We cleaned up the damages ourselves and contacted our insurance company which took way to long to even get back to us, but when they did they sent out a field adjuster who did not know his job and kept trying to get us to sign off on not having to get of the roof and the attic for his report. He then said our house was not covered even after our agent said it should be covered under our windstorm coverage, so they send out a structural engineer who also tried to get out of doing his job and due diligence to us which we figured bc he works for the insurance company and not us. He again in his report said we were basically sol, even though again our Agent said this is definitely a covered loss, on top of the structural engineer taking off the screen to my 2nd story window mind you I have children and also breaking my window ledge in the process. I had to hire a Public Adjuster to help get this lose covered so our home can be put back together. We also have 3 kids with severe health insurances (severe asthma and heart condition) this is our first hurricane and just feel that this company has been nothing but a liar and we just want our house put back together.

  Business response

  05/25/2023

   

  Thank you for the opportunity to respond.  The Insured reported a claim on 09/30/2022 from Hurricane Ian.  The property was inspected by a Field Adjuster on 10/17/2022.  The Insured indicated that during the storm, water started to pour through the microwave vent in the wall and under the cabinets in the kitchen.  The ** inspected the exterior, roof and interior of the home.  No damage was noted to the roof or exterior from wind.  Damage to the interior due to water damage was noted to the kitchen wall, cabinets, floor, closet baseboard, game room base board and office baseboard.

  An engineer was assigned to inspect the property and determine the cause of loss.  A site inspection was performed by ***********, **** on 12/14/2022.  Their conclusions were:

  "Based on the available evidence, it is our opinion that the cause of the damage to the wall
  drywall, baseboards, floor planks, cabinet, and toe kick in the office, closet, family room,
  and kitchen was moisture intrusion due to wind-driven rain through the microwave exhaust
  vent during Hurricane *** and/or cracks on the exterior stucco along the left side of the
  residence and/or moisture intrusion through the joint between the concrete floor slab and
  the *** wall due to the lack of (or an inadequate) WRB/flashing system at the interface
  of the concrete slab and the *** wall/stucco (construction deficiency) and/or site drainage
  deficiencies."

  Based on the conclusions of the cause of loss, ATIC issued a coverage decision letter dated 01/17/2023 indicating coverage for the cause of loss is excluded from coverage based on the following policy exclusion:

  "HO 00 03 04 91 amended by ATIC HO 09 SP 07 21, Special
  Provisions For *******, SECTION 1-PERILS INSURED AGAINST COVERAGE A-DWELLING
  and COVERAGE B OTHER STRUCTURES which states:
  We insure against risk of direct loss to property described in Coverages A and B only if that loss is a
  physical loss to property. We do not insure, however, for loss:
  2. Caused by:
  e. Any of the following:
  (1) Wear and tear, marring, deterioration;
  (2) Inherent vice, latent defect, mechanical breakdown;
  (3) Smog, rust or other corrosion, mold, wet or dry rot;
  (6) Settling, shrinking, bulging or expansion, including resultant cracking, of pavements, patios,
  foundations, walls, floors, roofs or ceilings;
  3. Excluded under Section I Exclusions.

  
  SECTION I EXCLUSIONS
  1. We do not insure for loss caused directly or indirectly by any of the following. Such loss is excluded
  regardless of any other cause or event contributing concurrently or in any sequence to the loss
  c. Water Damage, meaning:
  (1) Flood, surface water, waves, tidal water, overflow of a body of water, or spray from any of these,
  whether or not driven by wind;
  (3) Water below the surface of the ground, including water which exerts pressure on or seeps or leaks
  through a building, sidewalk, driveway, foundation, swimming pool or other structure. Direct loss by fire,
  explosion or theft resulting from water damage is covered.
  2. We do not insure for loss to property described in Coverages A and B caused by any of the following.
  However, any ensuing loss to property described in Coverages A and B not excluded or excepted in this
  policy is covered.
  c. Faulty, inadequate or defective:
  (1) Planning, zoning, development, surveying, siting;
  (2) Design, specifications, workmanship, repair, construction, renovation, remodeling, grading,
  compaction;
  (3) Materials used in repair, construction, renovation or remodeling; or
  (4) Maintenance;
  of part or all of any property whether on or off the "residence premises."

  HO 00 03 Coverage A-Dwelling and ***************** Structures The following are
  added to item 2.:
  
  f. Rain, snow, sleet, sand, or dust to an interior of a building unless the direct force of a covered peril
  damages the exterior of the building causing an opening in a roof or wall and the rain, snow, sleet, or dust
  enters through the opening."

  On 02/08/2023, ATIC received a Letter of Representation from a Public Adjuster, **************************.  Subsequently, they provided photos and their estimate of damages, but no further information regarding the cause of loss.  On 05/01/2023, ATIC sent a letter to the Public Adjuster advising ATIC stands on its original coverage decision.

  If you have further questions. please feel free to reach out to us.

  Thank you

  Customer response

  05/30/2023

   
  Complaint: 20087097
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had purchased home owners insurance through American Traditions Insurance and in October 2022 we had a pipe bust and leak into the master bathroom. I opened the claim instantly and from the start there is been ZERO communication. They just mailed a letter and sent an email. I have tried to call multiple times and it is impossible to get ************************* who is the person assigned to my case. I then threaten an attorney and bam she called. We finally got all the work finished and I was told to email in the final receipt to get my money and this has been 3 weeks and still no money nor communication. I have left messaged, asked for a manager to call me back( they said one would contact me in 24 hours and nothing). I get an email that keeps saying ****** on it who I have no clue who that is. This is the worst process EVER and I still am waiting for my money.

  Business response

  04/12/2023

  We have received and reviewed the information submitted by the customer.  The examiner contacted the customer to discuss and explain the additional payment being made.   A letter outlining the additional payment has been sent to the Insured via US Mail and email.

  All issues have been resolved.

  Thank you for the opportunity to respond.

   

  Customer response

  04/13/2023

   
  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

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14, 2022 I filed a claim with American Traditions Insurance Company for water damage in my house due to leaking water pipes. They sent a disater relief company who gave an initial assessment of the damage and cost to repair. Then they sent a locale field adjuster, then they sent a leak detection company to figure out where the leak was coming from. A few weeks later we recieved a check and estimate of repairs for the damages. I also noticed that they marked our claim as closed in their online portal. A week later we contacted them to ask what we should do about the mold that was in the house due to the water. The adjuster told us that he didn't know there was mold in the home and that he would have to send someone to test for mold. The same disaster relief company came and tested for mold, both with an air test and swabs from differnt locations in and under the house. Another few weeks went by and didn't hear anything about the test or what the **** would do about the mold. After weeks of attempts to contact the adjuster, he finally called us back. He stated that he "overlooked" the mold test results email that he had recieved and that he would send the company the money to get started on the remediation. When we asked where we would stay for the time being he told us that we could get a hotel room and American Traditions would reimburse our expenses. We were unable to stay in the house during the process because the extent of the mold was in every room except two bedrooms, of which we were told by our adjuster to pack everything in the house and store in those two rooms. Long story short, they removed much more than anticipated. The house cannot be lived in until repairs are made. It's been two weeks of calls and emails to ***** the adjuster and **** and we have yet to be able to get anyone on the phone or respond to an email. The extent of the damages is around $40,000 and we are currently living in an RV since we can't stay in the house

  Business response

  04/04/2023

  We have reached out to the customer in order to better understand the issues involved.  On 04/03/2023, a reinspection of the damages to the property took place and we await the report of findings from the Field Adjuster.  Once we have received the Field Adjusters report and estimate, we will be able to address the concerns more thoroughly and discuss with the customer the coverages and any additional payments that will be forthcoming.

  Thank you for the opportunity to respond.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Policy # MUM135392. Our Claim # AM135392 with American Traditions Ins. We had questions on our claim and additional costs to submit with no response to phone calls and emails to our adjuster. On 2/2/23 I emailed to contact@jerjer,a.com to say how frustrated we were with our calls and e-mails not being return. On 2/5/23 we received a call from ********************** who explained that our adjuster was let go and we were never assigned to another adjuster. She assured us that she would be handling our case, so I emailed on 2/6 an invoice for carport repair that was more than they paid us and also invoices for the food lost and hotel bills that we incurred due to the mandatory evacuation. She assured us that she would have an answer for us by the end of the week. I started calling her on her extension **** and emailing her directly to find out what was happening. Left multiple voicemails with no response. On 2/20 on sent another email to ********************* with no response at all. We have held this policy for ten years , paid our premium on time , and feel discouraged that is how they treat their ******************************

  Business response

  03/27/2023

  On 03/27/2023, the claims examiner called the Insured and advised to submit the receipts/estimates/invoices for review.  Also on 03/27/2023, the examiner reviewed the Insured's submission for supplemental damages.  Also on 03/27/2023, the examiner issued payments for supplement for Coverage A(Dwelling), Screen Room, Shed, Carport and Coverage D(Loss of Use).  A Payment Letter of explanation was sent to the Insured via US Mail and by email.

  Thank you for the opportunity to respond.

  Customer response

  03/28/2023

   
  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

  03/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hurricane *** damages. Claim filed per adjuster. Check received in Nov for $15,000.00. No where near enough for all repairs needed. I had a contractor file appeal, with his estimates, as instructed per our *********************, ATIC desk adjuster. Contractor New ******, *********************************, didnt send in estimates for 6 weeks. I questioned him, he then sent to *********************. Another 6 weeks go by and still no word from ATIC concerning appeal. It has now been 5 months ! *** made numerous calls to ATIC,,, NO ONE IS RETURNING MY CALLS. My roof was replaced, per ATIC request, because that was included in the original repair list ., paying for that on PAPER. I still have extensive repairs to be done. .. complete siding, complete skirting , vapor barrier and tie downs, complete fascia, carport, 4 windows, front door. Screens damaged many places. I realize this is a difficult time for many and Im trying to be patient. And on a final note,, ATIC HAS SENT ME A BILL FOR MY YEARLY PAYMENT , due March 19 th.Seriously?? They owe me for the damages Ive been paying to cover for over 12 years! I also realize theres a supply issue. That has nothing to do with performance of ATIC. AND, BTW, my contractor, *********************************, is NOT communicating with me at all about any form of repairs to be done. Rarely answers calls or texts . Please look in to this. Im a widow and I certainly dont have the cash to get all of these necessary repairs done. Thanks for your time and assistance.

  Business response

  03/10/2023

  We have reviewed the Insured's claim and have issued payment for additional damages as requested by the Insured.  Payment was issued 03/09/2023.  The claims examiner also called the Insured to advise we were issuing payment for additional damages and also would send a letter outlining the damages that were included in the payment.  The Insured was pleased with the news of the additional payment and happy that we called.

  Thank you for the opportunity to respond.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed A claim for damages from hurricane *** claim #AH136430 for **************************************************************** they send their adjuster out on Oct 26 2022 he recommends new roof and other repairs called them about six times over the last months left name phone number email nothing from them got a call from them saying that somebody would call in a couple days about claim never happened. policy #ADP0003762 thank you for your help in this matter.

  Business response

  02/17/2023

  On 02/17/2023, the claim examiner reviewed the claim and issued payment for damages incurred from Hurricane *******  A payment letter of explanation and a copy of the field adjusters estimate was sent to be mailed to the Insured.  Also on 02/17/2023, the claim examiner called the Insured and discussed the claim, coverage decision, damage estimate and settlement.

  Thank you for the opportunity to respond.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance is only good if they pay out when you have a legitimate, documented claim. This company stonewalls. They are unresponsive. Does not reply to emails, voice messages, etc. Gives initial pymt then does not respond when additional documents sent. Claims non-receipt but blocks emails. Closes claims without communication.I should file complaints with state ins commissioner, federal ins commissioner, state attorney general and others. Easy to do (type once then cut and paste) and suggest others do the same. Do this BEFORE litigation. Keep your complaint unemotional and fact-based with dates, names, and results or lack there of. If enough complain there will be penalties to them for their actions. There is power in numbers. I will wait to file for 2 more weeks. I have received a payment but customer service is terrible and they could learn a ****** from Progressive Insurance. Thanks ******** as we had exact same occurrence.My claim number is AM144847 1 Share Response from the owner 4 days ago American Traditions Insurance Company is sympathetic to all of our insureds that have suffered a loss. Unfortunately, there are a few claims under your ****** name for different locations, so we are unable to review. Please email us at *************************************** with your claim number and concern, so we can review the issue you are experiencing.

  Business response

  02/13/2023

  ON 02/08/2023, the examiner reviewed the Insured's concerns and issued payments for the outstanding coverages under the policy  Policy Limits were paid for Other Structures, Carport and Screen Room coverages.  The examiner called the Insured and discussed the coverages, damages and payments issued. The examiner answered the Insureds questions regarding the process for recovering the depreciation on the claim.  The examiner sent a letter to the Insured outlining the payments made for each coverage and the process of submitting any further claims for supplemental damage.

  The Insured was satisfied with our response and thankful for the communication.

  Thank you for the opportunity to respond.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had damage to our roof due to Hurricane *** and we submitted a claim after getting bids on the roof and then reached out to the Ins company to file a claim and this was Oct-Nov and we are still trying to reach someone. We call everyday and get the same recording and cannot get anyone to actually talk to us or call us back at all and I'm sorry but if your going to run a business then you need to stand up to helping the people that are calling for help with damage not ignore them. They asked us to send them the Bid that we got they email it and did that 4 x's and they keep saying that they have not recieved the paperwork but it is going through as I do not get a *********************** that it didn't go through..

  Business response

  02/16/2023

  The Insured submitted an estimate for replacement of their roof from damage due to Hurricane *******  We have reviewed the estimate and issued payment for the difference between the estimate they submitted and the estimate written by the field adjuster.  A check has been sent to the Insured, as well as a letter of explanation.

  Thank you for the opportunity to respond.

*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. ↩