ComplaintsforAmerican Integrity Insurance Company of Florida

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few days after returning from a trip out of the country, I reached out to American Integrity to file a theft claim after receiving no response from the airline or country I was in. I was not contacted for a while until I reached out to my agent, ***********************, escalated an email to the appropriate party. On 6/25/2023 contact was made and I was advised by the adjuster *************************** on the process and instructed to fill out forms. I immediately advised that I would be travelling for a few weeks. By 6/22/2023 I still had not received the forms and reached out in email and left 3 voicemails asking for the forms to be sent and the email address confirmed. On 6/23/202, I received an email stating that ****** was no longer with the company. On 6/23/2023, I followed up with my agent to escalate again. I reached out again on 6/26/2023 and a supervisor, ***********************, reached out via email stating a new adjuster would reach out to me by the next day. On 6/28/2023 the new adjuster, *****************************************, reached out via email and when I didn't see it, see forwarded the email again on 6/30/2023. She never called me at that point. I immediately advised that I would be travelling, the issues I had prior, and that I may need to reach out to stores for a copy of receipts. On 7/5/2023, I gave a recorded statement, reminded ***************************************** of my upcoming travel in 2 days. I was sent an excel sheet only on 7/5/2023. On 7/6/2023, I received an email from *********************** recapping her version of events. On 7/7/2023, I requested the excel sheet in a PDF form because I couldn't open the sheet and the affidavit which was never attached in the email. On 7/12/2023, while being out of the country I received a denial email from ***************************************** with a scre3enshot of policy conditions.

  Business response

  07/24/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim.Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Customer response

  07/24/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  
  The businesses claim is untrue in part that I have attempted numerous times to comply with the claim process. I filed this complaint due to the email I received where the assigned adjuster made it seem as though I was not complying. The last email I received while out of the country told me that my claim was being denied. I filed my claim in a timely manner and then the adjusted attempted to use policy and blatantly lie about the situation and not work with me. Please assign a new adjuster as I do not wish to proceed with an unfair and biased adjuster.   

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

  Business response

  08/03/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Business response

  08/03/2023

  ******************, 
  
  Your file has already been escalated to a Claims Manager, who has actively been working on your claim with your adjuster. Again, we are unable to move forward with your claim unless and until we receive the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible, and our Claims Manager will review it and respond to you accordingly.

  Customer response

  08/03/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  

  I rejected this response from the business on 7/19/23 and asked for my claim to be reassigned to another adjuster and supervisor team in hopes that I will not only receive better service with integrity and a fair resolution to my claim. I have not heard from anyone. 

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Claims adjustor, ***************************, had no communication. I received an email from him that he would be handling our claim and after multiple times of replying to get a status update, finally heard back on 23 June stating he had called and left a message (which I never received). I clarified my phone number with him and he stated he would call on Monday (26 Jun) and I never received a call on that Monday nor any day following. Finally I found the letter that was mailed that they would not be covering my claim. All this while there has been water leaking at my property costing more money and potential damage.

  Business response

  07/11/2023

  ************,
  
  Were sorry your home has experienced damage. At the onset of your claim, we hired an engineer to determine the cause of the damage to your home. Based on the engineers findings, we have determined that the cause of the loss is not covered by your policy. According to our records, your adjuster has discussed this information with you. We apologize for any delays in your claim process. Please contact your adjuster if you have any further questions about your claim. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is clearly engaged in bad faith activity related to my claim from Hurricane ***. It has been over nine months, and am now on the fourth inspection with zero money received on a six figure loss. Have a public adjuster, and he has struck out, with them, they do not respond, change adjusters every months to keep kicking the can down the road. Its a shame that it takes litigation to get a company with the word Integrity in their name to have any.

  Business response

  07/10/2023

  ****************,
  
  Thank you for reaching out to us. Were sorry that your home experienced damage from Hurricane *******
  
  According to our records, we have paid all undisputed covered damages related to your claim.
  
  We disagree with the scope of work and price your public adjuster is estimating. After making multiple attempts to resolve your claim with your public adjuster, we have reached an impasse.
  
  Based on the known facts, we do not anticipate issuing further supplementary payments at this time. If you have additional information, please submit that to your adjuster and we would be happy to review it.

  Customer response

  07/10/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  

  this is not true, please provide evidence of payment, ZERO money has been received. 
  

  I am not surprised by this response, it fits with the devious behavior you have displayed so far.

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

  Business response

  07/11/2023

  ****************,
  
  Thank you for reaching back out to us. Our team will follow up with your public adjuster to review the payments that were mailed to your public adjusters office in relation to your claim. We also encourage you to follow up with your public adjuster to ensure you receive the payments. 

  Customer response

  07/11/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  You fully know that the checks he has are expired, and $100000.00 below my damage.

  so when you declare that I have been compensated, it is not the truth, I have not receive one dime.

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

  Customer response

  07/12/2023

  You know full well, that I do not have possession of these checks.

  You also know that no funds have been received by me.

  I asked you for proof that I received this money. How about you prove your end first.

  Ill call the adjuster to try and get the pictures of the checks, however, you sent a letter to him stating you were refusing to work with him, so he has quit my case.

  very clever, but just pushed me towards an attorney.  I am very surprised that this is what you are seeking, I would think that it will just cost you more.

  Customer response

  07/12/2023

  See Attached

  Business response

  07/13/2023

  ****************,
  
  Payments were previously provided to your public adjuster in accordance with the contract you signed with your public adjuster. They are multi-party payments with your name and the public adjusters name. If your public adjuster has chosen to quit representation, we require record of the cancellation of contract from your public adjuster in order to make the checks out to just your name.
  
  As we have previously stated, we have paid all undisputed covered damages related to your claim. We disagree with the scope of work and price your public adjuster is estimating. After making multiple attempts to resolve your claim with your public adjuster, we have reached an impasse.
  
  Based on the known facts, we do not anticipate issuing further supplementary payments at this time. If you have additional information, please submit that to your adjuster and we would be happy to review it.

  Customer response

  07/14/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  we still do not have valid checks, no claim has been paid, please show your cancelled checks.

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been two months since we put in a claim with this company. The adjuster never came out just sent someone to "fix" the ac handler shortly after that I told him it messed up my floors the water damage the adjuster of the insurance claim ***************************** sent another company out by the name of ADS THE SAID WE WILL put humidifiers in your home and draw out the moisture it's been 7 days I been call both companies to say that they found mold in our home and that we couldn't stay here anymore. ***************** got us a hotel and we been in it since last Wednesday since last Wednesday I haven't heard from ******************* the adjuster he is ghosting me I have sent 8 emails his company keeps saying they are going to get someone to contact me they never do I'm pregnant this is scary I work from home my job won't let me work from hotel because it's unsecured network so I'm losing hours and possibly reprimand This is all numbers info I have on claim Home owner insurance American integrity Policy agh0288708 Phone number:*********** Claim number Cho-******** Aiclaimsportal.com Raileigh ******* ************ Supervisor *******************************

  Business response

  07/06/2023

  *****************************,
  
  According to our records, your adjuster has spoken with you regarding the contractor you wish to use for your claim and payment has been issued accordingly. Please reach out to your adjuster should you have any questions. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It's been almost 9 months since Hurricane ***. American Integrity Insurance hired a third party by the name of **** to take care of our claim. They've have been nothing but difficult from the start. We are on our fourth or fifth desk adjuster. You can't get a quick response to any questions and they grossly under payed us. It takes them weeks to get money approved, which we have already paid out of our own pockets. They only send small amounts every few months. They still owe us several thousands and that doesn't even cover our vanities and kitchen cupboards/countertops. Which still need to be paid for and installed. We asked several months ago for American Integrity to handle our claim instead of Ryze, but that has not happened. My husband and I have been more than patient with both companies. I expect American Integrity to honor their part according to our policy.

  Business response

  06/29/2023

  Mr. and ********************,
  
  Thank you for reaching out to us. Were sorry your home experienced damage from Hurricane ***.
  
  According to our records, we have paid all undisputed damages covered by your policy. Thank you for communicating with your adjuster that two of the payments were not delivered to you after we issued them. As discussed, we will reissue these payments.
  
  The differences between our estimate and your contractors estimate are minor. Please provide additional information regarding these differences to your adjuster so that we are able to evaluate further. Please continue to work with your adjuster as we reach an amicable resolution to your claim. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Problem and frustration to the point: Since 5/17/23, I cannot access my Claims Portal on the American Integrity Insurance Company (AIIC) web site. Constantly being blocked from entering my Claims Portal and repeatedly get a 404 NOT FOUND error message. Its an IT problem. 5/17/23 Spoke with a claims staff person. She said try again in two days. Still get 404 NOT FOUND error. 5/19/23 Spoke with 2 different staff persons and they said to clear cookies/cache. That is not a solution. 5/23/23 I sent a detailed email to AIIC about the 404 NOT FOUND error problem. NO response at all. 5/24/23 Spoke with another AIIC employee and she said just wait, it may open up. Still being blocked. 5/26/23 Spoke with Desk Adjuster. Said she will issue Ticket to IT to get the problem fixed. No response. 5/31/23 Spent almost an hour on AIIC Chat Room with several employees. They did not solve the problem. 5/31/23 - Sent another email to two AIIC email addresses pleading for help. Never received a response. 5/31/23 Spoke with Field Adjuster about being blocked from the Claims Portal. She could not help. 6/1/23 Spoke with the Desk Adjuster. Set up new account successfully but still get 404 NOT FOUND error. She said she will send note up the chain to get the problem resolved. Never heard back. Still being blocked. 6/6/23 Spoke with Field Adjuster again. She said she will call the Manager and the Desk Adjuster to resolve the Claims Portal problem. I have not received a response. Based on my internet research, the 404 NOT FOUND error message is an IT/Web Site issue: ************************************************************************************************************** has a dead or broken link. Extremely frustrating I am unable to access Claims Portal information and even more frustrating that no one at AIIC will accept responsibility and accountability to resolve an extremely important customer problem. I am still pleading for help.

  Business response

  06/13/2023

  **************,
  
  Were sorry your home experienced damage from Hurricane *** and appreciate you bringing this issue to our attention. Upon further investigation, it was determined that you are unable to access the Claims Portal because you are no longer an active policyholder.
  
  We sincerely apologize for the miscommunication and will be training our customer experience teams about this issue, as they were previously unaware of the meaning behind the 404 error.
  
  For status updates regarding your claim, please reach out to your adjuster directly. We appreciate your patience and look forward to amicably resolving your claim as soon as possible.

  Customer response

  06/13/2023

   
  Complaint: 20172310
  
  I am rejecting this response because: Your response is extremely disappointing and perplexing. First and foremost the **** Welcome to our Claims Portal! page clearly states that .this portal is intended to provide you with 24/7 self-service capability to file a loss report (claim), or obtain a status update on your claim. There is no disclosure that advises and informs the user that the ********************** Portal is ONLY expressly available to persons that are an active policyholder. Prohibiting non-current policyholders that have filed a claim from accessing the Claims Portal is unreasonable and presents an unfair business practice and hardship, particularly in situations where a non-current policyholder had his or her policy unilaterally cancelled or non-renewed by ****. There are numerous legal aspects to conducting effective and efficient management of a policyholders claim, the most critical being excellence in both verbal and written communications. I have sent numerous emails and made numerous phone calls to **** staff since 17 May 2023 to obtain status information on my claim and, with the exception of a voice mail this morning, I have not received any responses. How do the parties exchange important documents and claims information when there are no replies to email? I have nothing in writing on my claim. At this juncture, I am requesting that **** and its IT personnel create and establish an active Claims Portal for my use. I am also requesting to receive an email listing the **** Claim Manager Name, Email and Phone/Cell No., and also the Adjuster Name, Email and Phone/Cell No. There may very well be many other **** non-current policyholders in an active claim mode that are also being prohibited from accessing a Claims Portal. Please elevate my request to management as necessary.  

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

  Business response

  06/16/2023

  **************,
  
  Thank you for reaching back out to us. We apologize for any confusion, but because you are no longer an active policyholder, we are unable to provide you with access to the Claims Portal.
  
  Your adjuster will be reaching out to you to discuss the damages you wish to claim and schedule an inspection. An inspection is the first step to addressing your claim and we cannot move forward until the inspection is complete. In the meantime, if you would like to send over any documents related to your claim, please send them electronically to *******************************************************
  
  Thank you. We look forward to helping you resolve your claim. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My home was damaged by Hurricane *** that hit SWFL on 9/28/20022. I made a claim to American Integrity Insurance and the claim was assigned to an adjustor Rodricies ******. I also requested and received estimates to repair the damage just to the roof in the amount of $17.000....and the company only sent $6900. Both my husband and myself made 64 phone calls in one day to contact **************** in October, and have still not heard back....In December my husband and I hired a PA to assist with our claim. Since then, I have been informed that my claim has been reassigned to another adjustor, and they are also not responding to the PA....they have emailed, called and have not received any response. Then to add insult to injury they have tripled my premium for the next year.

  Business response

  05/30/2023

  ************,
  
  Were sorry that your home experienced damage from Hurricane ***. According to our records, we have provided settlement based on our assessment of covered damages in your claim.
  
  We have received the information provided by your public adjuster and disagree with the scope of what all is being claimed. However, our team does have a reinspection scheduled to take another look. We hope to reach an agreement as soon as possible. Please reach out to your adjuster should you have any questions. 

  Customer response

  05/31/2023

   
  Complaint: 20066881
  
  I am rejecting this response because: The funds sent did not even come close to covering the damage to my roof....and since they have refused for several months, the new estimates I have received to replace the roof have gone up...due to the suppliers increasing the cost of the materials....And it didn't even address any interior damage to the home....since the adjuster did not even inspect inside....and barely inspected the roof.  I am now dealing with mold due to not being able to make the necessary repairs.
  
  Sincerely,
  
  ***************************

  Business response

  06/02/2023

  ************,
  
  Thank you for reaching back out to us. We have received a letter of representation from your attorney.  Please direct all communication through your attorney. We look forward to working with your attorney to reach a settlement for your claim.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The roof of our Florida home was damaged in Hurricane **** AI sent their adjuster to look at roof. The damage was assessed at over $20,000. After the deductible, a check #********** was issued for $10,674.93. I was contacted January 9th that the post office had returned the check to AI. We are now starting on month 5 and a hundred calls and e-mails to get this check re-issued. I have been assured many times that the check will be expedited and overnighted but still no check. In the mean time, my premium went from $4000 to $8000 and of course the roof is not covered. I need the check to replace the roof so I can get my premium lowered. The frustration of spending hours and hours on the phone and getting empty promises is sickening! This week alone I called 3 times and never got a return call. My claim# is CDP00158508. On April 27 my desk adjuster sent an email to her manager to have this check expedited. 17 days have gone by with no word from the manager, accounting department or desk adjuster.

  Business response

  05/23/2023

  ******************,
  
  Were sorry that your home experienced damage from Hurricane ***. We did not previously re-issue your check as requested because it was deposited. However, we were recently notified by your bank that someone stole your check and committed fraud by depositing it. We are in process of reissuing your check as quickly as possible. Please reach out to your adjuster should you have any questions in the meantime. Thank you.

  Customer response

  05/31/2023

   
  Complaint: 20054736
  
  I am rejecting this response because:
  First I would like to thank American Integrity for finally reissuing my check which I received Saturday May 27. What I reject is the story they are spinning about a stolen check that was supposedly stolen from my mailbox in Florida. I talked to the President of my bank because I was surprised they would give any information without my consent. He assured me this conversation with AI never took place and we would have been notified immediately about any inquiries. How would someone who stole my check know my bank in *******? My bank asks that I get the name of the person they spoke to and a transcript of the conversation. I have included an email I received on January 18. It states that AI received a returned  check regarding my claim. I never heard a word about a stolen check, fraud or someone depositing it or investigation until Monday May 22.  I would like for AI to send me all interactions with my bank as my bank has no record of any of this happening.

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

  Business response

  06/05/2023

  ******************,
  
  Thank you for reaching back out to us. We apologize for any confusion.
  
  Your check was stolen by an individual who deposited your check to their bank. This is considered a form of fraud called Altered Check.We are currently working with the authorities and our bank on this investigation. Please note that we did not speak with your banks president regarding this situation.
  
  We are continuing to pursue the stolen check matter with the bank, but we have issued another payment to you in the meantime. We are very pleased to have resolved your claim. Please reach out to your adjuster should you have any questions in the meantime. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has refused to provide a refund of over $1000.00. The business has been instructed to cancel the policy and refund the money. The business cancelled the policy, and then created a reinstatement policy for a house I do not live at or own. It has been over 90 days and no refund has been received, and over 7 different phone calls and many hours have been spent talking to the company without a resolution.There are emails and phone call to support the refund. They can be requested through the American Integrity Insurance Company of Florida. The American Integrity has continued to blame others, and not provide a solution.

  Business response

  05/11/2023

  ******, we apologize for any delay in the response to your inquiries. A member of our Client Services team will be reaching out to you today to assist with this matter. Thank you.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home was damaged by hurricane *** and I file a claim to get the property restored to the original condition. The claim was filed on October (CHO-00153943) but the response was received only until January, I understand that due to the problems created by this natural disaster the response was delayed, however, the amount that we receive is not near to the amount that was accessed by the public adjuster, since then, we've been trying to get in communication with the insurance adjuster's but she doesn't responde to all the emails and never actually provides an update, when she replies she is always asking for 3 to 5 business days because they are working on it. It has been almost 7 months since I started the claim and I need to get the roof of my house fixed, the tarp is past the end of the life and no resolution has been presented to me. Currently the public adjuster that I hired is asking for a settlement but no answer has been provided. It cannot be possible that all this time the company still without providing an answer but when is the time to collect the insurance payment they are really quick about it.

  Business response

  05/23/2023

  **********************,
  
  Were sorry your home experienced damage from Hurricane *******According to our records, we issued payments based on our assessment of the covered damages. We have received an estimate from your public adjuster and disagree with their findings. However, we will continue to work with your public adjuster to try to resolve your claim as quickly as possible. Please reach out to your adjuster should you have any questions in the meantime. 

*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. ↩