Complaints

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:10/09/2024

  Type:Billing 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 filed a claim with Armed Forces Insurance (AFI). AFI contends that they did not find damage consistent with wind or hail to my roof. Yet they have failed to explain how the splits in the wood shingles, lifted shingles, and pulled apart shingles that was reported by the field adjuster, ***** ****, on each of the slope test squares. AFI and I have failed to agree on the amount of loss. On two occasions, first with *** ****** ****** on 3 July 2024 and again with *** ******** on 12 July 2024, I provided written requests to AFI that we go through the Appraisal Process on my claim. All written requests for Appraisal seem to have been ignored and/or fallen on deaf ears. AFI sent me a Claim Determination letter, then recently *** ***** ****** sent me an email stating that AFI cannot agree to appraisal. This is an email from *** ***** **** on the report he provided. He did label a lot of the damage as hail related! But AFI changed that information in the Loss Report sent me. From: ***** **** Sent: Wednesday, October 9, 2024 11:08 AM Subject: [Non-DoD Source] Re: ******* ****** ****** Loss Report *** **********, The pictures were taken by me and some of the comments were provided by me, but some have been changed. Same with the report. Some of it is exactly as I wrote it, and some has been changed. When we send in the report, we send an esx file with it. This allows the desk adjuster or manager to make changes or corrections as they see necessary. I work with 5-6 different companies, and they all require you to send the esx file. I labelled a lot of the damage as hail related. This was my first and only wood shake roof to inspect. Everyone says these roofs are tricky and very difficult to inspect. But based on the research I did, I felt that there was hail damage, but it appears that they disagreed. I'm sorry you are still dealing with this and hope you are able to get it resolved as soon as possible. Sincerely, ***** ****

  Business Response

  Date: 10/15/2024

  Response is in attached document. 

  Please accept this letter as our receipt of your correspondence dated October 10, 2024 regarding the above 
  referenced complaint.
  Armed Forces Insurance hired an independent adjusting firm, *******, to inspect *** *********** dwelling 
  for possible hail damage. *******, in turn hired ***** ***** for this inspection. *** ***** completed a 
  report as explained in *** *********** complaint. Upon *******’s receipt of *** *****’ report, a peer 
  review of the report was completed by *******. This peer review determined *** *********** roof was not 
  damaged by hail. The peer review by ******* found damage caused by animals, wear and tear, mechanical 
  breakdown and inadequate maintenance.

  Business Response

  Date: 11/06/2024

  As we have previously explained, per Texas case law, appraisal cannot determine causation of damage, coverage or liability under a policy.

  
  We have offered to send a structural engineer at our cost to inspect your property to determine if the roof was damaged by hail.  This was rejected by you.
  

  Should you reconsider and wish for us to assign a structural engineer to inspect your property, please contact us.
  

  Unless there is any new information regarding your claim, we will have no further response regarding this issue. 

  Customer Answer

  Date: 11/14/2024

  This message is regarding Complaint ID # ********- Armed Forces Insurance (AFI)
  
  Your complaint is closed for the following reasons:
  
  We understand you are NOT satisfied with the business's response and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."

• Initial Complaint

  Date:01/05/2024

  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.

  I hired this company thinking that they had my back. *** ****** called me and said that she had been referred to me by an app for vets. So I went with it and hired them for both car insurance and renters insurance. Upon reading the terrible reviews this company has I changed my mind. So I had been emailing back and forth with Ann so I figured I would get a prompt response to wanting to cancel my service. Now she’s not returning my emails so I wrote a letter and had it sent certified mail. Still no response. I was hoping I wouldn’t have to leave a bad review because *** ****** was so sweet. Anyway I want a my money returned and my renters insurance canceled. I will be contacting the insurance commission in my date and in Kansas. Vets shouldn’t have to worry about companies created to help us doing us dirty. Anyhow my dad is an attorney and I will be seeking action if my requests aren’t met in a timely manner. Upon calling the app that ** ****** said referred her to me they said they don’t give any information out about there customers so not sure how they even got my phone number when I wasn’t shopping for insurance. Anyway I contacted the app and informed them of their bad reviews and asked them to consider removing the company for mistreating vets and service members. I regret having to go to such lengths to get a refund. If not I will be fine with that too it will just get my father a handsome check. Look elsewhere for insurance.

  Customer Answer

  Date: 01/05/2024

  Ok here’s an update since a can’t cancel my complaint. They called me back and they had been out of the office . They offered me a full refund and apologized. They seem like there trying to be honest and reputable. Anyway I can’t not recommend them because my experience was positive now. Every company has some bad reviews and this one seems like they try hard to not disapoint.

• Initial Complaint

  Date:06/26/2023

  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 have a home in Waynesville, MO and I filed a claim to get the roof repaired. The estimate of the damages is $17,000.00. They are sending out a partial payment to get the roof repaired. I called numerous times and I still have no payment to get the roof repaired. I had to get the money myself, asked to talk to a supervisor and got the runaround and never talked to a supervisor. I can't get anyone when I call them. No one has called me back. I want the roof to be repaired and to issue the payment for the roof,

  Business Response

  Date: 07/05/2023

  Requested response is the letter in "Attachment(s)" .   

  Thank you for notifying Armed Forces Insurance Exchange (AFIE) of the above captioned complaint filed by ****** ***** on claim number ********. It is our understanding that the complainant cites the reasons for the complaint as: Customer Service Issues. Please accept this correspondence as our response. The claim was reported to AFIE on May 16, 2023, by ****** ***** and assigned to Justin ******. On May 17, Mr. ****** called and left a voicemail for Ms. *****. Ms. ***** called back on May 18 and spoke to Mr. ******. Ms. ***** stated that she was out of State and would like her roofing contractor, Waylon Bales to be the point of contact and manage her claim for her. Ms. ***** informed Mr. ****** the residence was vacant and listed for sale and that it was currently under contract. Mr. ****** explained the claims process and sent an assignment for a field adjuster to inspect the damages. The field adjuster, ****** ********* *** **** *** ***** on May 24 to inspect the damages to Ms. *****’s residence. After Mr. ********* completed his inspection, he finalized his estimate and forwarded those findings to AFIE. Upon completing a review of the estimate, it was approved for payment. At which time, ******** ******** issued a payment for $6,805.41 and mailed it to the mailing address we had on file for Ms. ***** which was *** **** ***** **** ******** ***** ** ***********