Complaints

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

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  American Traditions Insurance Company

  7785 66th St N Pinellas Park, FL 33781-3113

  
• 

  American Traditions Insurance Company

  PO Box 2800 Pinellas Park, FL 33780-2800

  

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:03/03/2025

  Type:Customer Service 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 lost everything in Hurricane ****** and ******. I received payment in January. I had a second mortgage with *********** and a loan from the *** that I took out after Hurricane ***. I decided that I could not redo my home again I was only in it a year when ****** and ****** hit. I put my home on the market and it sold. The checks I received had both names plus mine. Since I sold the place I contacted the insurance company via email told them and attached the settlement papers. That was a month ago I call and email and no one gets back to me? They are holding roughly $134,000.00 that a lot of money. **************** says they will call back I have received nothing. What am I suppose to do they are horrible I will never use them again. My account is now closed since I dont own property.. now what

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us. Please note that we are unable to find a homeowners policy under the name "***** ******". Additionally, we cannot locate any records related to the address provided. Please provide a policy number for American Traditions Insurance Company so that we may investigate this matter further.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23004816
  
  I am rejecting this response because:

  Here is the answers for them I have attached the email I sent with the information ??
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/05/2025

  We have determined that you have a policy with our American Traditions Insurance Company Write Your Own Flood through the **** Program. Based on or review of the timeline below, we see that our vendor, ********************, has acted in accordance with procedure. It is customary to include the lender on any claim check since they have insurable interest. Once they were made aware that you sold the home and thereby satisfied the loan, they reissued payment accordingly. Please allow 10 days for delivery of the replacement check.

  9/27/2024: Claim opened (******) DOL 9/26/2024
  9/27/2024:  Adjuster assigned Colonial Claims
  10/04/2024: Inspection Complete
  10/09/2024:  Hurricane ****** make landfall
  10/21/2024: Insured called for ETA Pending final report
  10/27/2024: Preliminary report received
  10/28/2024: Partial payment/contents $30K
  11/04/2024: CK ***** / $30K cleared
  11/22/2024: 2nd Claim opened DOL 10/10/2024 (******)
  11/22/2024: Adjuster notified of 2nd claim
  12/03/2024: Final report received
  12/28/2024: Final Report reviewed & pending approval
  1/09/2025: ****** Building payment issued $116,793.36 (ck *****)
  1/09/2025: Final contents payment issued $28,080.95
  1/09/2025: DOL 9/26/2024 (******) claimed closed
  1/10/2025: Insured called re: status / Advised payments sent
  1/16/2025: ********************* payment issued $14,607.01 (ck 13317)
  1/17/2025: CK ***** / $28,080.95 (contents) cleared
  1/29/2025: Insured call for docs indicating payment $116,793.36 for **** or contents
                                 _ email sent to **********************
  1/30/2025:  Insured called advising home sold effective 1/20/2025
  Lender will not endorse ck *****
  Insured request to endorse & remove lenders / reissue check
  1/31/2025: Agent Cancel Request received
  2/05/2025: Received documents / removed lender
  2/10/2025: Policy cancelled effective 1/20/2025 /$2,332.06 refund
  Refund CK ***** cleared 2/19/2025
  2/21/2025: Insured call re: reissue ****** CK ***** (building)
  Advised UW review required prior to reissue
  2/21/2024:  Insured call re: reissue ****** ** 13317
  3/03/2025: ****** -Void check & reissue requested / CK ***** (reissue)
  3/03/3035: ****** Void check & reissue requested / CK ***** (reissue)
  3/03/2025:  Insured called re: reissue / Advised to allow 10 business days for delivery
  

   

• Initial Complaint

  Date:01/23/2025

  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.

  On 9/10/2024 I submitted a claim (AH142057) for water damages due to ceiling leaks in three areas of the lower level of my home. Once claim was processed, a check was issued at 56% of adjusters estimates for a roof replacement, a check was issued and mailed to me, and the file was closed. On 10/09/2024 I filed another Claim (AH142480) for the same issue as the water damage to interior of home was never addressed. **** closed this claim stating it was a duplicate. Adjuster ******** ******** (#D012508) instructed me to return the check to her and that she would reissue a new check to me. I spoke with my mortgage company and they informed that I only needed to send them the check and that the adjuster knew that. Upon return of check, ******** sent payment to a vendor whose work authorization was cancelled due to my not ever receiving a proposal from the company and my HOA not approving vendor. I informed ******** that I had cancelled the work authorization with the vendor (vendor has also verified this numerous times with *******) but she sent the payment to that roofing company anyway. On 12/16/24 a supervisor finally called me and informed that she was issuing a work order release and would have the original check reissued to me. A month later (Jan 2025), still no payment. I called ATIC and they informed me that the supervisor who called me on 12/16/24 was ******** *****. I emailed ******** to contact the supervisor ***** as we had already discussed the issue which I thought was taken care of and to my surprise, the supervisor says I never spoke with her. At this point, I feel like this company is unethical and using avoidant strategies to not have to pay out claims. I have a 44% obligation to my roof replacement so my interest of costs is aligned to that of ****. However, my water damage and need for ceiling restoration was not even addressed in any way!! I have my attorney looking into the practices of the company along with the failure to pay.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to the Insureds Complaint.

  We have reviewed the Insured's claim and the issues involved in the Complaint.  We have been in contact with the Insured and advised that we are reissuing the check to her (Insured) and the roofing company that she has contracted with to replace the roof.  Payment has been requested as of this date.  We have communicated with the Insured all of the above via phone and by email.  In addition, a letter regarding our coverage decision about the interior water damage has been issued and sent to the Insured.

  We hope this resolves the issues raised by the customer.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22847164
  
  I am rejecting this response because:

  American Traditiona Insurance company has been notified since October 2024 that there is no active contract with roofing company ****** ***** as authorization was cancelled in mid October due to HOA rejection of company. This was informed to ******** ******** on numerous occasions from insured (myself) as well as from ****** ***** Roofing. 
  On 9/13/2024 American Traditions sent a company here and they tarped my roof due to the water damage obtained to ceiling water damage in home which is what my claim was put in for. When the **** sent company ****** ***** to tarp home, they took pictures and tarped them home. On 9/18/24, **** sent an adjuster ******** **** to appraise/evaluate damage to home and said that because home was already tarped she was unable to see roof damage on top of home and asked for me to send her the pics that the roofing company took prior to tarping that showed roof damage as the cause of the interior damage and pointed out areas on the roof directly above and causing the interior water damage. **** has verified roofing needs replacement in response to my water damage claim, however refuses to address the interior water damage that was caused by roof that needs replacement. So the question is, why/how would company suggest a roof replacement is needed for a ceiling water damage claim if the roof repair needed is not the cause of the water damage? Additionally, a second claim for same water damage was submitted Claim number: AH142480 and entire home was retarped a second time on 10/18/24 because original tarp was not secured and during rain storm additional water damage occurred to home.  Logically, it makes absolutely no sense that the resolve to a water damage claim is that the roof needs repair in the areas of the water damage in order to prevent further water damage to the interiorbut that the areas of water damage arent a result of the roof. Make it make sense. The pictures taken and sent showed numerous repairs needed to roof above dining room area and garage and why it stated by roofers and appraiser that roof needed replacement. Roofers stated worn shingles from wind which caused rusted and exposed nails were allowing water to get in the home thru the roof and the cause of the interior water damage in Dining/Living Room as well as Garage. And once again, according to appraisers, all they could go off of was the the interior damage and roofer notes and pics due to the home being  tarped for protection prior to their inspection. ******** ******** was sent all this information and has made this simple claim very complex and unnecessarily draining due to misinformation and lack of follow thru. Attached is the email of where I had to forward pics of the roof from roofers to the appraiser ******** **** per her request as she couldnt see roof due to tarping. And once again, second appraiser said due to sand bags all over tarping he was unable to view roof at all. Within the pics, it shows the areas directly above the water damage being covered to prevent additional water damage in the home as well as pics of the damaged shingles prior to tarping.  All of this makes no sense whatsoever. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to the customer's concerns.

  We reviewed the claim regarding the customer's concerns and have agreed to reissue the payment made payable to the Insured and the Mortgage.  The roofer agreed to release the Insured from the contract so that we could proceed in this manner.  Payment has been reissued as outlined above, along with a payment letter of explanation sent to the Insured via US Mail and email.

  We  hope this will satisfy the customer's concerns and we apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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.

  American Traditions Insurance Company is billing for an additional $941 for insurance premium that was paid in full back in March of 2024. The ******* Insurance Group from Belleview brokered the policy. I was orginally sent a letter stating payment of $1,317 was due 12/28/24 or the policy would be canceled. When inquiring as to the reason I was told the wind mitigation report had not bee received. I reivewed with *******, the Broker that this had been sent to them and they agreed they had record of it and would forward to insurance company. I was then contact again by Broker that the wind mitigation report was not sufficient for the credit and that $941 was now due or face cancellation. I had just had this roof replaced in February of 2021.

  Business Response

  Date: 01/10/2025

  Thank you for bringing this matter to our attention. We had the opportunity to review your policy ATH1120565 in its entirety and as a result discovered that it was bound effective 4/1/2024 by the agent with *** factors but the form supporting those discounts was not uploaded at that time. We memo'd the agent to request the form on 4/2/2024 and on 4/17/2024 when we did not receive it, our procedure is to remove the discounts which resulted in additional premium. On 12/11/2024 we sent a Direct Notice of Cancellation for Nonpay because the equity premium ran out. This triggered the agent to send us the *** inspection on 12/19/2024. We reapplied those discounts based on the *** features, but due to user error they were not backdated to the policy inception of 4/1/2024 and instead were applied effective 12/19/2024. We recognize this was our internal error and have updated our system and reinstated your policy without a lapse in coverage. Additionally, one of our Underwriters will contact you today via telephone to answer any questions you may have. We apologize for the inconvenience and attached is a copy of the reinstatement notice which will also be mailed to you.

  Customer Answer

  Date: 01/14/2025

   
  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. Additionally, American Tradition did reach out to me directly and has agreed to refund the balance of my Insurance Premium as I had secured other insurance in light of being informed my policy had been terminated.  I am awaiting the refund check which is to be received within 7-10 business days as of the writing of this response.
  
  Sincerely,
  
  ******** *******

• 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.

  Hurricane ****** damaged my roof in October 2024 and despite paying insurance premiums to American Traditions Insurance Company and their agent Southern Insurance Group faithfully for years as a homeowner for promised coverage and repairs, the company has fraudulently denied my valid claim as a native Floridian, school teacher and ******** Police Number is ************ Claim Number is AH143197.I would like to receive treble damages for BAD FAITH on the part of the insurance company, alert the Department of Insurance Regulation, Florida citizens and consumers, and make this complaint public for all attorneys to see; as a class action lawsuit could easily be advanced if I am not paid in full for my $20,000 coverage and my roof swiftly repaired.******** *****

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to respond to the Insured's concerns regarding the Hurricane ****** claim.  Our Claim Examiner has reached out the Insured and discussed their claim and explained the Option to Repair clause contained in her policy.  A follow up letter was sent providing the name and contact information of the Roofing Contractor engaged to perform the repairs to the Insured's roof.  We have cleared up any confusion regarding the alleged denial as none was made.  Payment has been made to the Roofing Contractor in order to begin the repairs.  The Roofing Contractor will contact the Insured to schedule the repairs to be accomplished.

  The Insured requested the contact information for **** and we provided the Insured with the phone number for FEMA.  The Insured had no other questions or concerns.

• Initial Complaint

  Date:11/18/2024

  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.

  Hurricane ****** devastated my mobile home park. We are 6 miles East of **********, **, where the hurricane came onshore. My modular home sustained extensive damage. I submitted a claim immediately. An inspector came out. I was denied by **** because they said my insurance should cover the damage. I received a report, which is attached, that has prices that may have worked in the 1950s, but not in 2024. A roof repair: $509? My carport partially ripped off, and it WILL rip the roof off if not fixed, $350.73? I've read more articles regarding the "low balling" that American Traditions Insurance has put out there for other hurricanes, as well as ******. This is shameful! Most of my *************** limited neighbors do not have insurance any longer, because of this horrible practice. Yes, the adjustor told me I was welcome to go out and get estimates and submit them. She also said, "no guarantee they will be paid."This practice of looking at repair prices from 60 years ago should be outlawed. I want my repairs covered using 2024 prices. I've paid 10K in insurance premiums, on time, since Nov 2020. **** is now setting in, my home moved off its foundation, I cannot afford to make repairs, and I have an ill, elderly mother in the house with me. SHAME on this company and all insurance companies for what you are doing to your clients in their time of need. I want an insurance payout that will allow me to fix my home. Not the $88 dollars they are sending me because they came just over my $2,500 deductible. To those who need insurance with mobile homes, take your money, put it in an interest-bearing account, and save it. It's better than paying this insurance company.

  Business Response

  Date: 12/04/2024

  We understand your frustration regarding this claim. An inspection of the property was completed, and we were advised by the inspector, based on their findings of the total damage. We paid the total estimate, less your deductible. While we do believe the estimate to be an accurate reflection of repair costs, we do welcome you to obtain outside vendor estimates for repairs. We will gladly review those estimates and make supplemental payment if necessary. Thank you.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22560926
  
  I am rejecting this response because: I asked your company to send me the actual report the inspector gave to YOUR COMPANY. 

  I doubt he just sent you "you need x amount of tiles" for the roof. You low- balled this to stay just at the deductible. 

  My home MOVED off is foundation as a result of Hurricane ******. 

  I want the full report the inspector sent you. They did not send you what you sent to me. I want it to detail EXACTLY WHAT HAPPENED AND WHAT IS WRONG. 

  Send the inspector's report (not what you tried to pass off as his report) and send my policy for 2023 to 2024 as I've been trying to get it and I've been told it's not available. 

   

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

• Initial Complaint

  Date:09/30/2024

  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 have a land my wife and I decide to install a manufactured home and live here like a dream with our kids and our pets 3 or 4 month after we move we report a water leak coming from the shower to the hallways year and a few month with the problem they came only to fix the shower. After they did a dirty job in the shower only they patched but they left the problem under the house damage only one side of the house we have pictures of the damage and the insurance company too. After a few more years we explain to them we have problem with our floor floor getting soft only in one side of the house we need help they send a adjuster they found a few issue and they dint do anything to fixed the person sold the home to us send two gentleman to do something stupid braking all the linoleum in the house a braking one side of the floor to do nothing to have our dream house more ugly inside (floor).I have picture when they was working if you needed. They or ready know all that and now they send a stupid letter saying NOTICE OF NONRENEWAL notice date :09/20/2024. NONRENEWAL DATE: 01/28/2025 Claim#AM147817. This company have to take care our issue that the reason we paid insurance no give money to a Company doing in ******* BAD BUSINESS PRACTICE. Thy looking a excuse to drop my policy because they know we have issues no only the water also the installation from the beginning all the damage are in papers when the adjuster came to do a inspection.

  Business Response

  Date: 10/08/2024

  Thank you for your message. We understand your frustration related to the nonrenewal of your policy and outcome of your claim.

  Unfortunately, as the damage to your home was a result of faulty workmanship and repair, and not related to a plumbing leak, we were unable to be of assistance.  

  
  While your policy was set to nonrenew at the January ******* renewal, due to the Emergency Order in effect as a result of Hurricane ******, you will be provided with an additional amount of time to secure replacement coverage.

  We apologize for the inconvenience.   

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22354390
  
  I am rejecting this response because:
  The Original problem was and is water leak all start in the master bathroom one year after we reported they came to fixed and they did a unprofessional job only they put a patch in the shower and they didnt remove the bottom portion of the master shower they left everything intact and they only put a patch all the insulation still wet . Please do not close this complaint and be as a good company resolve this issue we have since we move . Policy #ATM226753 producer /AF1161 by nature coast insurance. I have a partial (2) estimate for the amount $19,404 and $13,319 to resolve this problem. The company name is ****** ***** home *********** and to install an insulation under the home is additional cost. you can talk to them to get more detail about repair. Yes. Was and is water leak everything start in the master bathroom and was reported my kids and my wife we using one bathroom almost for a year because this problem please be responsible and take care business the professional way .

• Initial Complaint

  Date:09/09/2024

  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.

  Claim #AM151385, AM151125 AND AM1200069 WERE TWO BATHROOMS, ONE ACTUALLY WAS WATER PIPES IN WALL THAT CAUSED A LOT OF DAMAGE TO TWO ROOMS. THE TWO IN 23 AND 24 WERE FOR THE SMALL BATHROOM AND WAS A VALVE ON TOILET, NOT PIPES. ANYWAY WHEN AGENT WAS SENT OUT AND TOOK DOWN INFO AND PICTURES i FELT, LATER THE ****** I FELT, WAS NOT ADDRESSED PROPERLY AND THE ONLY WAY TO GET SOMEONE TO COME OUT, AGAIN, WAS TO PUT IN ANOTHER CLAIM STATING WHAT I NEEDED TO KNOW. i DID NOT THINK THIS WAS GOING TO ADD THIS PROBLEM, NOBODY IS TRYING TO CHEAT ANYBODY, THIS IS NOT THREE DIFFERENT CLAIMS, ONLY TWO! i TRIED TO EXPLAIN THIS TO ATIC THRU MY AGENT, DEAD END, SEEMS AS THOUGH THIS WAS DONE ON PURPOSE BY ATIC.

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to your concern.After reviewing your policy and claim details, we have determined that we are able to offer a renewal of your homeowners policy. You should receive a renewal offer in the mail within the next 7-10 days.

  We sincerely apologize for any frustration this may have caused. Please let us know if you have any additional questions or concerns. 

• Initial Complaint

  Date:04/26/2024

  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.

  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

  Date: 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

  Date:10/30/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 05/30/2023

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