ComplaintsforSouthern Fidelity Insurance Company

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed an insurance claim for water and mold damage. Our adjuster has been trying to speak with someone, anyone for months. We understand the pandemic has limited help but there has to be a feasible time frame. After another round of waiting 50+ minutes, adjuster finally reached someone. While all of this is happening, they send us a non-renewal notice for not providing information that was requested... when there was no request.

  Business response

  10/26/2021

  Hi **********

  I apologize for the lack of communication you have received. I have reached out to our claims department for assistance. Someone should be in contact with an update on your claim status. In regards to the nonrenewal, it looks like our underwriting department reached out to your agent with this request. I have contacted our underwriting department and asked they reach out to you and your agent with a follow up request. Please contact our customer service department for any outstanding concerns ************.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Post hurricane here in *********, Southern Fidelity Insurance Company has acted in a way that has caused severe distress to my family and my neighbors. My claim has been mishandled in the following ways: Lost my file initially (I had to call the adjuster and get him to reupload) Placed the wrong customers claim in my file (I straightened that out over the phone) They sent me the wrong customer's file and privacy information to my email (I contacted them to try in correct prior to them sending me my neighbors check but ...) They sent me my neighbors check and file anyway) I contacted them about the wrong file and payment sent to my home (They promised to fix and send out proper payment) They sent a 0 net payment saying the damage was from a previous storm and reviewed the wrong file again (I contacted them and they hung up on me. Now, they answer, review my information and send me to a dead voicemail with no follow-up for 2 weeks.

  Business response

  10/22/2021

  Hi ******,
  I apologize for your experience and the service you’ve received. I have contacted our claims department and requested they reach out to you with an update and confirm corrections to your file. If you need anything else, please give us a call at *************

  Customer response

  10/22/2021

  [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: 16042571

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had roof damage from Hurricane Ida. I need a new roof and the check they sent was thousands of dollars too low. I showed it to an independent adjuster and he informed me of the mistakes made. I’ve been assigned to at least 3 different desk adjusters and all of them have refused to call me back. I’ve left countless voicemails and emails. The mistakes made are simple and could likely be resolved with a phone call which they refuse to grant me. Please help! All I ask for is a simple phone call. I realize that they typically lowball you and hope you accept it. I can not accept this estimate. I need a roof. Please please help me, I’m desperate.

  Business response

  10/07/2021

  Hi *******,
  After researching your claim, it looks like you were able to make contact with a claims representative and they were able to answer your questions and concerns. If you need anything further, please give us a call back *************
  Thank you,
  Southern Fidelity Insurance Company

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home was devasted in Hurricane Ida. I filed my claim immediately the next day after storm. I have received zero communication in the last 30 days and am unable to speak with anyone who can help me. I have left several unanswered voice mails. The field adjuster nor desk adjuster will communicate with me. A contractor and water/mold restoration team has deemed the house a total loss and that it must be gutted entirely. Southern Fidelity has determined that 20k in damages is all the house has suffered and attempted to send a check to the wrong mortgage company. I have made Sept and Oct payments on a home that is uninhabitable. I have 63k in loss of use on policy that no one will help me access. I feel I have exhausted my resources in reaching out to Southern Fidelity. Please help me get these people to reach out to me. I need a new field adjuster and competent desk adjuster.

  Business response

  10/04/2021

  Hi ******,
  We apologize for the lack of communication you have received regarding your claim. We have reached out to our claims department and someone should be in touch shortly. Please give us a call if there is anything else we can do to assist, ###-###-####.
  Thank you,
  Southern Fidelity Insurance Company

  Customer response

  10/19/2021

  [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: 15983774

  I am rejecting this response because:  My call was not dropped, I was hung up on!   I am tired of the run around.  A contractor bid DOES NOT HELP ME WITH MY LOSS OF USE!!!!!   I own numerous properties that were damaged during the storm.  This is the ONLY company that refuses to talk to me.  I requested a second adjuster weeks ago so now that I have filed a complaint they want to send one out?  Or was it because THEIR mold remediation company gutted my house and the desk adjuster had no idea.  They don't  communicate with their policyholders, they don't communicate with the remediation companies, and they lie to you when you ask about it.  NOTHING is resolved and until I speak to MY desk adjuster, the one that is making the decisions about payment on my gutted house then this WILL NOT BE RESOLVED.

  Regards,

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

  Business response

  10/19/2021

  Hi ******,

  I have reached back out to our claims department and requested they contact you ASAP.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On September 15, 2021 my home was rendered uninhabitable due to a fallen tree following Tropical Storm Nicholas. Since then, the home has underwent further damage from rain and weather elements and lack of mitigation measures from Southern Fidelity Insurance Company. My family and I are out of a home, all of our possessions and personal affects. Our jobs are in jeopardy as we work-from-home due to COVID-19 restrictions. We have paid into a full Homeowners Insurance policy since 2018 with this company. Their obligation is coverage up to $151,000 for the dwelling, $75,500 for personal property and $45,300 for Loss of Use of our home. No adjuster has been out to assess these damages, nor have we received proper communication. Today, Sept. 29, 2021 we receive automated e-mail communication stating our claim was warrant $1,887.42 This is absurd, and a down right disgrace. How am I to pay a mortgage for a home I cannot live in?

  Business response

  09/30/2021

  Hi ******,
  It looks like we have had an adjuster come out and there was additional damage and you are in need of another inspection. We have contacted your claims representative. It looks like we’re waiting for an estimate for the additional damage that occurred and this claim is ongoing. If you have any more questions regarding your claim, please contact us at ************.
  Thank you,
  Southern Fidelity Insurance Company

  Business response

  10/15/2021

  Hi ******,

  After pulling your file, I see our claims department was able to make contact and provide an update. We apologize for the lack of communication. We are working hard to resolve these issues. Thank you for your feedback.

  Customer response

  10/18/2021

  [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:

  Contact was made on the part of Southern Fidelity, however the phone call was not informative at all. There have been weeks worth of e-mails with inquiries sent and still no answer on any of our questions. The agent handling our claim, ******* ******, has been non-responsive this entire time. We have spoken to agent ********* ********* (******* ******'s supervisor) about our claim thus far. *** ********* was not able to answer any of our questions in terms of what each check payment was for or when/if temporary housing would be granted to us. *** ********* even suggested we take the funding provided for repairs of our home, and use it for temporary housing. THIS IS ILLEGAL and insinuated insurance fraud! Funds disbursed for a singular purpose should be used as such. Each portion of our policy has separate coverage for the Dwelling, Contents and Loss of Use. We are still in fact, at a stand still with no resolution. In order for this matter to be resolved the following must take place:

  1) The field adjuster's report of our home is INACCURATE. It must be reviewed and revised for accuracy. This will affect SFIC's overall estimate of how much they think our property is worth in repairs. 

  2) Our contractor's estimate for repairs has been submitted over 2 weeks ago. Despite the promise of the review being "expedited" nothing has been done. Review the contractor's report and estimate!

  3) Our contractor has tried several times to communicate with SFIC with no response. This is holding up our process in working on repairs for the home. Someone from SFIC was supposed to communicate with the contractor on direct payment. Please contact him as soon as possible: ***** ********** ************ or email: ************************

  4) In order for us to begin any repairs on our home, our mortgage company Freedom Mortgage, must endorse all payments over $40K. Funds are held in an escrow account for disbursement to the contractor. However, ALL FUNDS are needed to be paid out by SFIC before this process can even begin. Estimate for work repair *was* 4 months, but this time frame has extended exponentially due to SFIC lack of communication and slow action. So either Point #3 or Point #4 need to be done for anything to happen!

  5) Additional Living Expense form #2 has been submitted for the charges incurred on buying food, clothing and items as my fiancé and I either live out of our cars or spend a night by a friend's. Review the form and receipts and send payment immediately.

  6) Nothing in terms of finding adequate housing for us has been done; even though our policy covers "Loss of Use" of our home. I find it very odd that SFIC and their 3rd party housing agent, is requiring their policy holders to pay for apartment application fees (up to $700 out of pocket) with no real promise on when/if these funds will be reimbursed. So far, we have paid $300 in "application fees' and still do not have a housing arrangement or date of when we will! At this time, I don't expect SFIC to do anything for us in terms of temporary housing (which is UNACCEPTABLE), but I do require my money BACK!

  On a final note, it is made clear that Southern Fidelity Insurance company cares nothing about their customers, but only to take their funding and never deliver on the policy. I highly recommend a plan of action in terms of reimbursing us for the remaining balance of our mortgage, so it can be paid out and this home declared a total loss (because it is!) It doesn't seem like SFIC can afford the repairs they are OBLIGATED to pay in order for us to get our home back.

  Regards,

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

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the beginning of the summer - Mid-June - I filed an insurance claim for a burst pipe. Since it had been hidden in the wall, when it was discovered, microbial growth had formed within the wall. After using a home warranty company to repair the leak, a mold remediation company, Drimaxx, was called in to treat the microbial growth. Southern Fidelity approved the claim for repair and approved the supplement needed to pay for the mold remediation. While the work was being done to fix the issue, my insurance renewal came in the mail, however, one month later, an insurance cancellation notice came in the mail from Southern Fidelity citing increased risk and it gave a termination date of 12/4/21. Drimaxx completed their work at the end of July and Southern Fidelity still has not paid the claim and closed it. Because of this, I am not able to shop around and get new insurance because my claim is still listed as open. I have been repeatedly calling them and still, nothing has been done.

  Business response

  09/24/2021

  Hi ******
  It looks like your claim is close to being completed. A check request has been processed. I have passed your information along to the claims department so they are aware of the urgency. Please give us a call if you need anything else or have outstanding questions.
  Thank you,
  Southern Fidelity Insurance Company

  Customer response

  09/24/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nonrenewal home insurance because work was not done. 1.COV-19 2. Surgery 3Prices and labor was high and timing

  Business response

  09/23/2021

  Hi ******,
  After pulling your policy, I see that the nonrenewal has been rescinded. We received proof of repairs. We apologize for this inconvenience. Please give us a call if there is anything else we can do for you ************.
  Thank you,
  Southern Fidelity Insurance Company

  Customer response

  09/27/2021

  From: ****** ******** <**************************>
  Sent: Friday, September 24, 2021 2:19 PM
  To: Info <*****************>
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #*******0.

   

  Thank you! Everything had been resolved

   

   

• Initial Complaint

  09/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim dealing with Hurricane Ida. An insurance field adjuster named ****** ********** told me he was coming to see the property Tuesday, September 14, 2021. He then calls at 9 o'clock at night, on Monday, September 13, and tells me he isn't coming. I told him I leave for Syria and today is the only day I can do it. He then proceeded to tell me he won't be coming to my "ghetto black ass" and hung up. The next morning I continuously call my insurance company and speak to ****** ********. She constantly answers the phone ans put me on hold then after about an hour she answers and hands up. This happens over 7 times in a roll. I then call Ann and Justin and then just hung up in my face. Any time I called to file a complaint they hung up in my face

  Business response

  09/15/2021

  Hi *******,
  We are sorry for your loss and apologize for the disrespectful experience you’ve had with the inspection company. We are addressing this now with management. I was able to pull your claim file, and it looks like an inspection was rescheduled. We are experiencing phone issues due to the volume of calls we are receiving and are working quickly to resolve the dropped calls. We apologize for the miscommunication and appreciate your patience. If you have anymore issues, please reach out to us or visit our website for more resources: ************************************************************

  Customer response

  11/24/2021

  This is my 3rd time trying to get a response. 

  I continue to call, write and email this company about my case and still nothing changes. No one answers. No voicemails. This is the worst company ever. You can never get in contact with someone and when you do they are rude and disrespectful and can't help you because that's an different department. Every time I call the only option to speak to a live person is to file a claim. No other options answer the phone.

  I submitted a claim with Southern Fidelity in September. It took them weeks to get someone one out there. They did not inspect the full property. It's been over a month since someone has been out there and I haven't received an email, phone call or any form of communication. I call daily and ALL of the mailboxes are disconnected. I have over 30 videos proving this but it wont let me upload video. The option that is answering their phone is the department accepting new claims. None of the extensions work that were provided to me. I haven't received on email back from the dozen I have sent. I haven't received any written letter in response to the letters I have sent. This is ridiculous I pay thousands of dollar a year for BEYOND TERRIBLE service. Ive been trying to cancel my policy with them for weeks now. There is no option to do it over the internet and no one answers the phone. I had to call the 3rd party in order to get my field report sent out. Im paying contractors out of my own po

   I would like to finish my claim so I don't have to deal with these people anymore

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business response

  11/24/2021

  I have reached out to our claims department and requested they contact you with an update. I see in your file notes you have spoken to our claims department and requested a supervisor and that there is a discrepancy with your check.  This is being reviewed by management. 

*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. ↩