Complaints

This profile includes complaints for Neptune Flood Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Neptune Flood Incorporated

  400 6th St S Saint Petersburg, FL 33701-4437

  
• 

  Neptune Flood Incorporated

  PO Box 941 Saint Petersburg, FL 33731-0941

  

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:04/11/2025

  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 obtained an excess flood quote from them on November 5 that was good for 60 days (January 5, 2025). The total quoted price was $58,785.60. We ended up closing on our refinance on Friday, January 3 2025 late in the day. Because it was so late, we did not confirm the closing with our insurance broker until Monday, January 6 and provided her a settlement statement showing that we had closed on the 3rd and needed the insurance to be effective on that date. Gabby with Neptune originally came back and told us that because we did not give the bind order on the day of closing, she would have to requote the insurance and would require a 10-day waiting period. Not only would they not honor the closing date, but the new quotes increased in price by 16% increasing my premium by $9,403. We pushed back on this as we did let them know during working hours on the first day after closing. At first Gabby said there was nothing she could do but then later came back and said that another manager was able to approve an effective date on the closing date saying Previous quotes and premium will stay as is! Glad we could make it work We were very thankful that they did the right thing and prepared to send the funds for the quotes that were good through the closing date. However, a few days later Gabby came back and said they would honor the effective date of January 3rd but we would have to pay the 16% higher premium on the quotes from January 7. I have never seen something like this happen and feel this was very underhanded and unethical.

  

  Business Response

  Date: 04/14/2025

  Quotes are valid for 60 days. If the quote is not bound into a policy within the 60-day window, a re-quote is necessary. A new quote was generated and bound by your agent. Neptune then honored the effective date change to align with the closing date. Please reach out to your agent who sold you the Neptune policy directly if you have questions regarding the timeline of your property quote and bind.

  Customer Answer

  Date: 04/15/2025

  As seen in the email correspondence, their employee, ***** *******, indicated that they would are honoring the rate and effective date of the policy which was within 60 days of the quote when she said "Previous quotes and premium will stay as is! Glad we could make it work". They later reversed this and said they would honor the effective date but not the quoted amount. They are not being consistent. They made the policy effective within 60 days of the quoted rate but won't honor the price that was also within 60 days of the quoted rate. 

  Also, telling me to follow up with the broker is not appropriate. I have followed up with them and they have followed up with Neptune many times. Neptune is the one making this decision and the broker cannot do anything about it. 

  Regards,

  ****** *****

   
  Complaint: 23190171
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/17/2025

  The initial quote expired. Once a quote is expired, it is no longer valid and the validity cannot be extended. You notified your agent on Monday, January 6, after the initial quote expired.

  Because the initial quote expired, a new quote was generated. We were able to backdate the new quote to the date of closing.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23190171
  
  I am rejecting this response because: The response is not consistent with that your employee stated nor conventional insurance terms. I am a State Farm Agent and have issued hundreds of fire policies. We always honor the quoted price on the date the policy becomes effective as long as the settlement statement is provided in a timely manner. We did not close the loan until the end of day on Friday so notifying first thing on Monday was not unreasonable. We provided proof that the closing happened on Friday and so everything should have been honored. Honoring the closing date for the start period but not the quoted price is not right. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/24/2025

  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 after hurricane ****** in the beginning of October. They sent out an adjuster the company contracted to inspect our home named *** ******. Who then sent it to the adjuster that works for Peninsula (whom Neptune uses for their claims) named **** *******. Me and my husband contacted him via phone and email several times and he will not respond. So i reached out to his Supervisor named ****** Fedcinko. I have also left him multiple voicemails and he has also not returned my calls. My husband and I have both since contacted Neptune. ****** from Neptune said that her Supervisors were all on the phone and that she or they would personally reach out to us. She also stated this same thing 2 weeks ago and we have yet heard from ANYONE!! 4 months of no answers, meanwhile our home has multiple rooms with no walls, insulation, or floors while we continue to wait!

  

  Business Response

  Date: 01/24/2025

  We have been informed that the claims manager at Peninsula Insurance Bureau has been in contact with the customer since this complaint was submitted.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22852938
  
  I am rejecting this response because: they reached out to me only because I filed the complaint. He told me that they were going to request a payment on my behalf on January 24th. I have since emailed them 3 different times to see if they were able to and I haven't received any response. He was also waiting to see what my final payment was going to be for our personal property and again they have still avoided informing me. I feel like I'm literally back to square one. Oue home is still in shambles, we haven't received a dollar on our claim, and they refuse to return any of our communications. The agent gave me a story about how he has personal issues going on at home. Which is understandable, but if he isn't mentally capable of doing his job at this time then I've requested him to give our file to someone else to assist us with our claim. Still no response. This has been an utter nightmare!
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 02/05/2025

  We have been informed that the claims manager at Peninsula Insurance Bureau was in contact with the customer on February 4 with settlement documents.

• Initial Complaint

  Date:12/30/2024

  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.

  Neptune is our flood insurance provider. We filed a claim with them three months after our home flooded. After we filed a claim, Neptune is refusing to respond to our inquiries about the status of our claim. It has been three months and we still have not received a response on whether we are covered or not. Neptune is refusing to respond to our inquiries about the status and amount of compensation for our claim.

  

  Business Response

  Date: 12/31/2024

  Neptune does not handle the claims process. We have forwarded your concern to Peninsula Insurance Bureau who handles the claims on behalf of the carrier. They have responded that an account manager will be reaching out to update the customer.

• Initial Complaint

  Date:12/06/2024

  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.

  My property was deemed:Risk inelligible due to prior loss history This is false. Filing a claim does not equal loss when the company issued no payment. The businesses subjective view of risk, and a failure to provide evidence for risk outside of a claim that resulted in no payment from the company should not be terms to end coverage. Furthermore, they claim they are not allowed to disclose the properties history to the home owners, yet, when speaking with a lawyer, it was made clear that the company releases property history to other companies making affordable flood insurance scarce.

  

  Business Response

  Date: 12/09/2024

  Neptune does not report property claim history to any 'database' for companies to review. Due to the property having two or more losses, it is ineligible and does not meet Neptune's underwriting criteria. A claim not receiving a payout because it is below the deductible limit is still a loss.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22647892
  
  I am rejecting this response because:
  They reiterated what my complaint is, and, lied. Upon receiving the letter that is cancelling our coverage we called the company asking for explanation. During the call they told us that they will report any information about the property to other companies, but is unable to give the homeowners the same information.

   

  Furthermore, your underwriting for deeming a property ineligible is precisely why the action of reporting was made; as an insurance company, your mission is to help your clients, but at the slightest risk you (as seen through the actions regarding this property) cancel coverage, and, a) do not provide information to the homeowner; b) said you would provide the same requested information to any other company if they were to send in inquiry about prospective customers. This is inherently unethical, contradictory of any sentiment to help customers and furthermore, perpetuating unethical business practices. 
  
  *** *********

  

  Business Response

  Date: 12/20/2024

  Due to the property having two or more losses, it is ineligible and does not meet Neptune's underwriting criteria. Therefore, the policy was not renewed.

• Initial Complaint

  Date:12/04/2024

  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.

  Had a flood loss on 9/24 and have yet to recv any response to my claim as of 12/3. My claim has been slowed rolled and dragged out and handled inappropriately and I seem to have no recourse whatsoever. Ive placed several calls to Adjuster and claim handler and nothing seems to get this moving . i am going into debt as I try to fix my home

  

  Business Response

  Date: 12/04/2024

  This claim has been escalated to Peninsula Insurance Bureau.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22631474
  
  I am rejecting this response because:

  no additional details have been provided. Has my estimates been received, what is the turn around for review. What are next steps . Im not understanding why going to my home insurance company for review . 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/10/2024

  As of Tuesday morning, December 10, we have been updated by Peninsula Insurance Bureau that they insured has received and signed documents for this claim.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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 purchased a policy based on a specific criteria and was told that the policy would cover that type of damage. Now that the type of damage that I purchased the policy for has occurred, I'm being told that the damage doesn't meet the criteria of the policy and due to their strict cancellation policy, they won't allow me to cancel my policy.

  

  Business Response

  Date: 10/29/2024

  Neptune policies are often written through third-party insurance agents. We work hard to ensure that information is disseminated accurately, but Neptune follows the same policy definition of flooding as the National Flood Insurance. If you have questions about your open claim, we suggest reaching out to your account manager with Peninsula Insurance Bureau. If you have questions about your purchase process, you can reach out to your writing agent. Neptune follows the same guidelines as the ***** so we are unable to offer cancellation on mid-term policies without a valid reason per the policy.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22487216
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 10/30/2024

  I rejecting Neptune's response because the Neptune's representative didn't go explain the flood criteria outlined in the policy prior to me purchasing it.  I provided to the representative the reason why I was looking to purchase flood insurance which was to cover any damages, if a hurricane or tropical storm occurs and water from the outside comes into my home.  She informed that the policy that was being quoted would cover that type of damage.  Not once did you go over the flood criteria outlined in the quoted policy with me during our conversation. 

  Due to Hurricane ******, water from the outside did enter my home and I filed a claim with Peninsula Insurance Bureau which is the 3rd party company that handles claims for Neptune Flood Insurance. Peninsula Insurance Bureau is denying my claim because the method on how the damage occurred doesn't meet the criteria for a flood outlined in the policy.  Currently, I am waiting on the deny letter from Peninsula Insurance Bureau.  I will provide a copy as documentation once I receive it.

  Since I wasn't informed by the Neptune's representative of the current flood criteria prior to purchasing the policy, I feel that I was misled and purchased the policy under false pretenses.

   

  

  Business Response

  Date: 10/31/2024

  We have researched our logs of past correspondence and cannot find any interaction with an employee of Neptune regarding your policy. As a fully compliant private flood carrier under the Biggert Waters Act of 2012, our policy must be at least as broad as the ***** up to and including the definition of a flood loss. If you were not advised of this by the **** agent, we would suggest reaching out to them directly for assistance regarding the sales process. However, policy documentation is available for review by any policyholder at any time after purchase, as well as policy samples provided on our website. Contact information for the **** agent can be found on the policy documents.
  

  Customer Answer

  Date: 11/07/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/31/2023

  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.

  I was informed by my HOA board that they were going to amend our bylaws to force us to have a flood insurance. Apparently I went out and got Neptune Home Insurance however, the implementation and amendment was not approved. I am asking to cancel my policy which took effect on August 31, 2023. I paid in full and Neptune is not allowing me to cancel. In addition I am moving but not selling my home on November 17, 2023. They still dont want to cancel my policy. They are forcing me and keeping my money because I no longer want Ani the policy. Can you please help I would appreciate it and thank you.

  

  Business Response

  Date: 11/13/2023

  Neptune Flood is required to follow the cancellation reasons outlined by the National Flood Insurance Program (NFIP). If the customer has proof the condo association has a flood insurance policy, it is eligible for cancellation. Moving but not selling is not a valid cancellation reason per the *****

• Initial Complaint

  Date:10/16/2023

  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.

  Date of insurance renewal with Neptune Flood Insurance:9/17/23 Amount:$1,232.78 What the business committed to provide you:Flood Insurance What is the nature of the dispute:Refusal to cancel the policy.Whether or not the business tried to resolve the problem:Reused Account/order/tracking number:TNF3437296

  

  Business Response

  Date: 10/16/2023

  The customer received a 75 day renewal notice in July 2023 for their policy with an inception date of September 2023. Since July, the customer, agent, and lienholder were all sent multiple mail and email notices of the policy renewal to allow adequate time to explore alternative coverage outside of Neptune Flood. The document the customer shared has been highlighted to show our cancellation policy references on pages 3, 28, and 30.

• Initial Complaint

  Date:07/11/2023

  Type:Product 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.

  On 7/11/2023 I purchased flood insurance from Neptune through my agent ****** Insurance. My agent paid the premium in full with my credit card. The agent called me back saying that a convenience fee of 19 dollars was charged at the time on top of the premium. The agent also told me that if I am not happy with the terms of the policy and the charged fee she will cancel the policy immediately and I will be refunded the premium amount. The policy was canceled within 30 minutes. However, the convenience fee will not be returned to me and the premium charged to my credit card will be refunded in 30 days. I will have to pay my credit card before they return my funds incurring a double payment. This is unacceptable! I called Neptune and spoke with *****, who insisted they can not refund me the money because they don't have it yet. They will have to hold on to the amount for 14 days to ensure they have it to return it. ***** is telling me that this is common practice and she is sorry that I never experienced it before in a similar cancellation situation. She is also telling me that she can't expedite the refund in any way. She is rudely repeating that they have to hold onto my money for services I canceled within the correct window.I would like my premium refunded immediately since Neptune has no reason to hold on to it for 14 days. The transaction was canceled within 30 minutes. I will incur interest fees on my credit card if I wait until Neptune refunds me. I would also want to be paid back the convenience fee. They do not offer other payment options.

  

  Business Response

  Date: 07/13/2023

  We have resolved this issue directly with the customer.

  Customer Answer

  Date: 07/13/2023

   
  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

  Date:03/17/2023

  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.

  First transaction date 11/15/2022-$1,322.63 Second transaction 12/2022- $1,177 *First Transaction 11/15/2022 *Second Transaction 12/2022 *Third Transaction 2/16/2023- $1,030.17 My Insurance policy states, payments to your escrow account are to only be taken out once a year usually around November and any changes to policy must be told to customers with written consent. The Neptune flood has taken more than 2 payments for 1 calendar year. Neptune has made changes to my policy without my knowledge that is incorrect and could put me at great risk for falsifying or misleading information that the title company wrote on all the final paperwork stating the house was on a raised foundation which is correct . When I renewed my policy I asked to see my documents and it took several attempts to reach anyone. when I got to look it over I saw that they had changed the house to being on a slab foundation that is not correct and I did not make this change. I have tried to reach out to both my mortgage company and Neptune to help resolve this matter but have had no help. Neptune refuses to reimburse me even with proof my mortgage company called and attempted to speak with them. If Neptune does not put the money back into my escrow account before March 31, 2023 my monthly mortgage payment will go up because my property taxes are due and There will be not enough money in my account to pay it. I have exhausted all my resources and many hours on the phone and have gotten nowhere. Please help me.

  

  Business Response

  Date: 03/17/2023

  We have emailed the client directly to resolve this issue.