ComplaintsforSouthern Oak Insurance Company

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two years ago, my husband and I bought our dream home where we are currently stationed (where we plan to stay when complete with our military duties) and we have dutifully paid our premiums to SOI (which have doubled). We have had multiple claims with auto insurance (USAA) over the years and have always had all of our questions and concerns answered/met to our satisfaction. We’ve never had to contact our home owners insurance before over a span of 5 years, two homes in two states, but we had two unfortunate incidents in the past two months since bringing home our newborn. First, one of the bathrooms leaked causing a minor flood into our new nursery. Parts of the carpet were soaked but the wall seemed to be ok. SOI sent a water reclamation team and an adjuster. That happened 7 weeks ago. I sent the last of the documents they requested 2 weeks ago.. I’ve heard nothing from them, not even that our claim was denied. Second and in the meantime, a tornado hit our neighborhood 1 month ago and we had shingles stripped down to the wood of the roof and two small trees uprooted. Many of our neighbors have worse damage so we are quite blessed things turned out as they did. SOI sent a team with tarps, but given the continued wind and storms the past couple weeks, we’ve already had to have them replaced once and might need it again soon. Adjuster was out on 1 week after the tornado. My husband has called and left multiple messages and I haven’t received a response to my emails in almost two weeks. Our house needs a new roof before hurricane season starts in about a month but I have heard nothing from Southern Oak about our claim. I’m disappointed in SOI’s lack of communication (standardized emails with directions or that “your claim is pending” would be better than radio silence) and their slowness in fulfilling an obvious claim from tornado damage. Also, their online portal is useless- there’s nowhere to upload pictures or engage in active coms- it should be deleted.

  

  Business response

  05/01/2022

  Southern Oak appreciates the concern if the consumer felt there was a lack of communication.  We agree communication is very important to all understanding of the claims process and status during investigation. 
  
  For the water claim, following the initial communication and adjuster inspection at the home, there were several emails exchanged with the consumer providing the status, and it appears the consumer’s only concern was the finalization at the end of the claim.  Southern Oak paid directly for the Water Mitigation Company, which was sent to the home to dry out the carpet and base of the walls for the affected areas.  Other than the water dry-out the resulting damages were less than the policy deductible.  Our adjuster has now spoken with the insured directly to explain this finalization of the claim, and a letter has also been sent to the insured.
  
  For the tornado claim, following the placement of the tarp, the adjuster inspected the home on 4/8/22.  The investigation continued regarding the date of the wind event and the resulting damages.  Southern Oak issued payment on 4/26/22 and has communicated the payment and claims process since that time.  We apologize for the lack of communication during the investigation portion, and agree an email during that time could have eased any concerns. 
  
  The two events occurring so close together have been unfortunate for this consumer but we hope they now feel each claim has been communicated to their liking, and they have the adjuster’s name and the claims email address for any additional concerns.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am buying a new construction home from Hampton Homes Omega Mortgage Group which is located at **** ** ****** *** ** **** ***** ****** **. **********. On Thursday, August 12, 2021 Mr. ***** ******** from Regency Insurance Group located at ***** ****** ****** ***** ***** * *** in ****** *******, Fl. 34134 at phone number ************* created an H03 Quote: *********** on Thursday, August 12, 2021 for the new constructed home located at the above address. The Premier Protection total estimated Premium was $849 from the company named, Southern Oak Insurance Company located at **** ***** ***** ***** **** ************* *** *****. I received this information via email. On Monday August 23, 2021 I accepted their offer and they created FHA case No. *************** or INST case Ref. No. ********** Lender ID ********* & Agent ********** which I made an electronic signature. On Tuesday, August 24, 2021 they said my insurance price is $1,055 dollars. I spoke to ***** * ******* (Supervisor

  

  Business response

  08/26/2021

  We have spoken with the insurance agent and we have also reviewed the quote in our system, which matches the information provided by the agent.
  
  The agent first received a request for quote ‘on behalf’ of the client.  This quote was requested by the mortgage broker.  The quote for this product includes an Insurance Score; however, to run that portion of the quote, the client’s permission is required as this includes information considered confidential.  The quote was run for the mortgage broker without those details.  
  
  Once the agent spoke with the client directly, the agent was able to run the Insurance Score, which was the only reason for the change in premium.  The agent states they were very transparent with the client in this process.  After reviewing, the client called the agent back the same day to proceed with the policy at the quoted premium of $1,055.
  
  If we can be of further assistance or provide further documentation, please let us know.
  
  Thank you.
  
  
  
  

  Customer response

  08/27/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I was advised by my mortgage company not to provide my Social Security Number since I am pending to close on my house and no credit inquire can be done prior to my closing. When I spoke to the insurance representative he advised it was going to be a soft pull credit check. My question is, how can you raise my insurance rate if you do not know my credit score? Also a soft credit inquiry does not show you my credit score, its only use to verify my information so I kindly ask how did you determined that you needed to raise my premium?

  Regards,

  ****** ******

  

  Business response

  09/03/2021

  It appears the advice given by the mortgage company was related to the mortgage itself, and not the homeowners insurance policy.  The mortgage company, as a third party, was not able to give the insurance agent all of the necessary information, so only an estimate could be provided.  That estimate could not become finalized until the insurance agent obtained permission from the customer directly, to provide all of the information to Southern Oak.  The insurance agent did not have this information until they spoke with the client directly.  Once this information was provided, the policy was finalized with a correct premium based on a complete policy application.  The customer is referring to a raise of insurance rate, but this was not a raise of rate because the policy was never issued until the final information was obtained and the policy application was signed.  A signature on the policy application confirms that all information was true, complete, and correct to the best of their knowledge.  

  Southern Oak uses an insurance score as part of the calculation for the policy premium. An insurance score is derived from a credit report and other variables such as prior losses. Insurance scores provide an objective tool that insurance companies use to evaluate the costs needed to provide insurance coverage.  With the customer’s permission the reports were pulled and based on information received the premium was finalized.  The insurance score is a “soft inquiry” in that it has no impact on the credit score.  The customer will be receiving a letter in the mail explaining more about insurance scores, the specific information that impacted the score, and how to contact the company who provided this information for any further questions.
  

  
  

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