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:09/29/2024

  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.

  On May 21, 2024, i filed a claim regarding damage to my house due to a sudden plumbing leak under my house. The insurance company shows that i filed a claim regarding earth movement which is incorrect. The insurance company sent an adjuster and then an engineer to investigate. The engineer concluded that my house was damaged due to the plumbing leak. I have a copy of the engineer report and the plumbing report. The insurance company denied my claim because it does not cover earth movement. I have called Joseph, the agent, multiple times to discuss. The agent does not answer my calls or return my calls. The agent's manager, Melanie, called me and left a voicemail that my claim was denied and that i can file a complaint with Texas Department of Insurance if i did not agree with denial. The agent's manager is also not answering or returning my calls. I filed a complaint with the Texas Department of Insurance on 08-19-2024. I am waiting on resolution.

  Business Response

  Date: 09/30/2024

  Please see our response, and we thank you for the opportunity to respond to the captioned consumer complaint.

   

   

  Thank you!

  Customer Answer

  Date: 10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Because the damage to my dwelling was caused by a sudden plumbing leak.  Damage as a result of sudden plumbing leaks are not listed as exclusions in my insurance policy.  Also, it's important to note that the engineer report does not mention earth movement as the cause of damage to my dwelling.  The engineer report does state that damage was due to leaks underneath the slab.  In 2021, when I purchased my home, I had all drywall resurfaced and painted. Attached are my receipts for the drywall resurfacing and painting I did in 2021.  I had no cracks in my home until March 2024.  The cracks grew quickly and my porch was damaged.
  
  
  Regards,
  
  ****** *********

  Business Response

  Date: 10/14/2024

  Good afternoon,

   

  Thank you for the opportunity to respond to the captioned consumer complaint.

• Initial Complaint

  Date:03/29/2024

  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.

  SageSure is my insurance company. I have policies now with them on both of my properties - one is a rental. I filed a claim with my company for hail damage on my primary residence. While i would like to dispute their findings this complaint is not regarding that. The way the company assesses claims is they send a 3rd party inspector out to inspect the roof, provide a report and then the company (sagesure) makes a decision. About two weeks after this inspection, i followed up and was told that they were doing an additional engineer report and this would take an additonal couple weeks. I asked why and my claim agent told me this was standard operating procedure and this was ordered on every inspection. The engineer report came back denying my claim a week or two later and the claim was attempted to be closed. I called and asked to speak to a manager for more information and requested to see their findings, in full. I wanted to see the report from the person who actually came out and looked at my roof (the 3rd party vendor). They denied me access to this report and said the only one I was able to see is the engineer report. Keep in mind no engineer ever came to my property, whatever work he did was based off the intial inspection by 3rd party at a remote location. While speaking to the manager i asked her again if it was true that engineer reports were ordered as part of S.O.P, the manager told me no, and said that engineer reports were only ordered when there is damage present. At this point the agent and the manager are now telling me conflicting information and it seems like im being misled. This is my insurance company that i pay to insure my homes, and it isnt cheap. I dont undertand how they have the ability to deny me access to the reports regarding my roof that supposedly support their decision. Its my theory that they are not wanting to show me the inital report because they know their 3rd party inspector said there is hail damage present.

  Business Response

  Date: 04/04/2024

  Please see attached response

  Customer Answer

  Date: 04/04/2024

  
  Complaint: 21504764
  
  I am rejecting this response because:
  There is no response from the business, please send me their response or call me and tell me how to access it. I am unable to find it anywhere. All i can see if your message to the business asking them to respond to me.
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 04/05/2024

  April 3, 2024
  Better Business Bureau Serving **********
  **************************************************************
  Building A, Suite 202
  ********, ** *****
  Re: Your File: ********
  NAIC: *****
  Carrier: SafePort Insurance Company
  Insured: ***********************
  Date of Loss: 4/5/2023
  Claim Number: HO-2024-*********
  Policy Number: TXO4627584
  Location of Loss: ************************************************************
  
  Dear Complaints Resolutions:
  SafePort Insurance Company (SafePort) has received notice of a complaint (the Inquiry)
  filed with Better Business Bureau Serving ********** from *********************** regarding a claim that
  occurred at ************************************************************ on April 5, 2024. The loss was reported
  on January 31, 2024. The Inquiry was filed on March 29, 2024, was received on April 1, 2024,
  and stems from the inspection of the loss location and the information available to the insured.
  SafePort appreciates the opportunity to respond to the Inquiry.
  Initial contact was made January 31, 2024, with the insured ***********************. *********************** reported
  hail damage to roof noting that he can see displaced shingles and hail impacts. An inspection was
  completed on February 2, 2024. Based on that inspection, and a prior claim reported for the
  insured in 2022 with the same or substantially similar damages alleged, an engineer review was
  requested. A coverage position was issued February 29, 2024. The insured, ***********************, has
  disputed this position. We have advised the insured that we are willing to send an onsite engineer
  to address the alleged damage. It is unclear if repairs have been made to the roof since the 2022
  claim. The insured has declined the additional inspection at this time. Should the insured wish to
  pursue the additional inspection, please notify the Claim Manager immediately. This claim is
  being investigated under a full reservation of rights.
  *********************************
  Suite ***********************************
  **************
  SafePort trusts the information above has addressed the issues raised in the Inquiry. If you have
  any questions or wish to discuss this matter further, please reach out to Claim Manager *******
  ****** at *************************************** or ************.
  Sincerely,
  
  ***********************
  General Counsel, Pillar Insurance Agency
  On behalf of SafePort Insurance Company
  ******************************

  Customer Answer

  Date: 04/24/2024

  
  Complaint: 21504764
  
  I am rejecting this response because:
  
  They are explaining why the denied my claim, and the next steps in the claim process. I specificied in my complaint that i am not trying to fight there decision, I am filing the complaint because they are withholding the information that allowed them to make that decision. My complaint is not about the decision, it is about how they do business, and what they are legally required to provide me. They didnt mention this report in their response at all, and this is my only concern. Again, this is my company that I pay, they sent out a 3rd party inspector at my request to do a report. I want to see that report and they wont show it to me. They are only willing to show me an engineers interpretation of that report. I beleive that they have to show me all the evidence gathered to support their decision - not just some of it. This is why i am asking for help from the BBB to get clarity on what my rights are in this situation, and to intervene if the business is witholding information that I should legally be able to access. I think there needs to be some intervention from the BBB in this case instead of me and the business communicating back and forth between ourselves, we have unsucessfully done that already at length the past few months.

  
  Regards,
  
  ***********************************

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  Rain F., Service Representative
  Better Business Bureau Serving **********
  ************************************************************
  Building A, Suite 202
  **************************
  
  Re:      Your File:                     21504764
              NAIC:                          36560
              Carrier:                       SafePort Insurance Company
              Insured:                      ***********************
              Date of Loss:              April 5, 2023
              Claim Number:           HO-2024-844810368
              Policy Number:           TXO4627584
              Location of Loss:        *************************************
  
  Dear Rain F.:

  SafePort Insurance Company (SafePort) has received notice of a complaint (the Inquiry) filed with Better Business Bureau Serving ********** by *********************** (****************) regarding policy number TXO4627584 (the Policy) covering the property located at ***************************************** (the Property) on April 5, 2024. The loss was reported on January 31, 2024. The Inquiry was filed on March 29, 2024, was received on April 1, 2024, and stems from the inspection of the Property and the information available to ****************. SafePort appreciates the opportunity to respond to the Inquiry. This response follows SafePorts previous response dated April 3, 2024.
  
  A coverage position was issued February 29, 2024, based on the information outlined in SafePorts coverage letter. The engineers review of the initial inspection was provided to **************** and no other report is required to be provided. However, SafePort has offered to send an additional adjuster and engineer to the Property to address ****************** concerns and conduct a reinspection under the conditions of the Policy as outlined in the reservation of rights letter previously provided to ****************.
  
  It remains unclear if repairs have been made to the roof since the 2022 claim. *************** has declined the additional inspection. Should **************** wish to pursue the additional inspection, please notify the Claim Manager immediately.
  
  SafePort trusts the information above has addressed the issues raised in the Inquiry.  If you have any questions or wish to discuss this matter further, please reach out to Claim Manager *************************** at *************************************** or ************.
  
  Sincerely,
  
  ***********************
  General Counsel,Pillar Insurance Agency
  On behalf of SafePort Insurance Company
  ******************************

  Customer Answer

  Date: 05/02/2024

  
  Complaint: 21504764
  
  I am rejecting this response because:
  They are saying they are not required to show me all of reports, only the engineer report. I do not believe that to be true.
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 05/08/2024

  The insured appears to be seeking assistance from the Better Business Bureau and SafePort is unable to provide same and considers the matter closed.

• Initial Complaint

  Date:03/20/2024

  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.

  We took home insurance from this company through Geico who was providing my auto insurance. Town valuation of my house was around 900K but this company insured my house for around 1.6 million with a premium around $3100, which was OK but after inspection they came up with 1.9 million making cost of the house. And cancelled the insurance with some pretty excuse like: "Upon inspection we found the following conditions and hazards: *Reinsurance is not available for this home due to the underwriting conditions present: The inspection determined the replacement cost of the dwelling to be $1,889,739 *Loose and unsupported wiring at main electrical panel *Homes with any k*** and tube wiring present are ineligible,**** and tube wiring is present"FYI "knob and tube wiring" in *** was banned in 1970s and this house was built in 1983, so you can understand the validity of the inspection. I could not find any such wiring and asked them to provide some proof but no response was given.

  Business Response

  Date: 03/28/2024

  March 26, 2024 
  
  Re: ******************;
  BBB Complaint # ******** 
  
  Dear ******************, 
  
  We are responding to an inquiry we received from you on March 20, 2024, regarding cancellation of your policy. On February 06, 2023, an enrollment letter was sent with the new business package to the address listed on your policy. As described in the enrollment letter you received, an interior inspection of your home would be required to confirm the condition of the property and your homes replacement cost. This letter also detailed it would be possible that some adjustments to your policy may be necessary. 
  
  The independent inspection company during the interior inspection of your home on the inspector identified loose and unsupported wiring present near the electrical panel. In addition, the inspection determined the dwelling coverage needed to be increased to $1,889,739.  
  
  As the loose and unsupported wiring made the policy ineligible, we were unable to find reinsurance for the increased coverage amount. A notice of cancellation was sent to you on March 22, 2023.  
  
  The inspection photo that the cancellation was based on reflected loose and unsupported wiring.  However, that same photo clearly depicts the circuit breaker panel and not k*** and tube wiring. We addressed the clerical error with our underwriter. Unfortunately, the policy is still ineligible due to the outstanding conditions. 
  
  Subsequent to the cancellation notice being mailed, we received your request to cancel the policy. We honored the request, and the policy has been cancelled since April 03, 2023. The refund for the policy was mailed on April 06, 2023. 
  
  As we received your complaint dated March 20, 2024, yet the policy cancelled at your request effective April 3, 2023, we cant help but ask if this complaint letter was intended for us to receive sometime around February 2023. 

  Customer Answer

  Date: 03/28/2024

  
  Complaint: 21459685
  
  I am rejecting this response because:
  
  I just got a letter saying the cause of cancellation no detail report or proof/photo. I even sent text message to the inspector to provide proof but didnt get any response. If town assessment is 900k and your assessment is 1900k that itself says a lot about your business 
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/02/2024

  Dear **********************, 
  
  We do not include a copy of the inspection report with the cancellation notices. Your producer, Geico GFR- AJAM LLC, has access to a copy of the inspection conducted in February of 2023. As to the towns assessment of the home, ************* requires that property assessments are based on 100% of the full and fair cash value of the home. Insurance assessments are based on the costs to rebuild the home with like kind and quality. 
  
  As this policy was cancelled per your request a year ago, we are unable to reinstate this policy. In addition, the policy is still ineligible due to the outstanding conditions.? 

• Initial Complaint

  Date:03/15/2024

  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.

  In December 2023 I purchased a homeowners policy from this company. In that same month unknown to me they sent someone back to inspect my property without my knowledge or permission.In March 2024 I received a letter in the mail saying that my policy had been canceled without warning. The reasons stated were unacceptable and not clearly stated. The loss of homeowners insurance could cause the finance company to default me on the loan and I could lose my home. The stress level caused by this cancellation of my policy without warning was very difficult to process leaving me to scramble to try to find another insurance company.I would like a further understanding of why a homeowners insurance policy can be canceled without warning or without any chance to make any corrections prior to being canceled. I would also like to know how someone can come onto my property and have no discussion with me regarding the issues.There are no building code violations or other legal liability issues with my property and I would like to know their legal justification for what they "claim" is wrong with my property to lead to this cancellation. I have checked with local authorities for any code violations on this property and they stated they were not aware of any so where does an insurance company come up with their requirements? As far as I could tell from the verbiage their letter it was mainly a statics that was the issue and how can aesthetics be insurable? There are no structural issues with the property at all.****** stated he could take up to 45 days for a refund. I need these funds to be released immediately and since their inspection was done back in December I want the entirety of my funds returned.

  Business Response

  Date: 03/25/2024

  March 25,2024
  
  Re: *******************************
  Policy #:VAHC97123200
  
  Dear *******************,
  We are responding to your concerns regarding the cancellation of your policy. On October 29, 2023, an enrollment letter was sent with the application to the email address listed on your policy. We disclose to all customers in our enrollment letters inspections will be performed, and, unless criteria are met to require a review of the interior, we do not seek to schedule an appointment or obtain customer permission to inspect. Inspectors will attempt ahead of their arrival,to identify themselves, the vendor they represent, and the date and time scheduled for the property inspection.  Once on site, the inspector will announce themselves by knocking on the door or ringing the doorbell. 
  An inspection was conducted by an independent vendor and the inspection survey reported the following conditions:
  - Door lacks proper steps/rail - Main dwelling, left.
  - Structures: Large outbuilding siding worn and damaged.
  On March 08,2024, an email was sent to your producer, GEICO Insurance Agency, advising of the conditions and that a cancellation notice would be mailed. On March 09,2024, a cancellation notice was mailed with a cancellation date of April 11,2024. The state of ******** requires ** to provide you with 30 days notice and this cancellation was mailed with 33 days notice.
  As to the legal justification of the cancellation, our guidelines state that the dwelling, the premises,and all other structures must be in good repair and condition without any unrepaired conditions.  
  On March 14,2024, we received your request to cancel the policy effective the same date. On the same day, the cancellation was processed. A refund in the amount of $692 was processed and mailed to the insured on March 19, 2024. 

  Customer Answer

  Date: 03/25/2024

  
  Complaint: 21437046
  
  I am rejecting this response because:  although you have all the legal verbiage to give the programed answer that you gave it was still a sneaky and underhanded way to do business.   The lack of communication is unacceptable in this matter when it comes to home insurance and something of this serious of a nature.  I completely disagree with your inspection process and the results but was given absolutely no warning or chance to discuss the matter with anyone involving this entire ordeal. I have owned several properties over the years and had numerous insurance policies and have never been slapped in the face like I have with your company. Regarding your lie about attempting contact, I have security cameras around my property and I know for a fact no one attempted to ring my doorbell or speak with me or even let me know they were on my property at all.  I would like to see the legal code where a business may trespass on posted property without permission or consent.

  Most of the issues were already corrected or in the process of being corrected.  At the time your inspector invaded my property it was the middle of winter and temperatures were too cold to have the work done at that time.  Had I been asked that question I could've showed you the assessment that I had to make these repairs already and the work that I was having scheduled for landscaping to my property regarding the stairs that were in question.  That entrance is scheduled to be closed off in future updates to the home and had you asked me you would have known this.

  Due to the lack of communication and the complete unfairness of your assessment and evaluation I canceled all my policies with Geico. I do not accept your dispassionate response but I also do not expect any further action because of the lack of your need to do so.

  I just *********** let as many consumers as possible in a non-malicious way how you do business and to stay as far away from your company as possible.

  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/04/2024

  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.

  I filed a complaint with Sage Sure for water damage to my basement on November 17, 2023. When the inspection was done it was discovered that two layers of tiles underneath the vinyl floor are asbestos and have now been disturbed causing a MAJOR HEALTH RISK to myself and my children. It has been close to 3 months now and Sage Sure is still reviewing the asbestos estimate provided and the related pack out to remove everything from the basement and store it in my driveway while the asbestos removal occurs. I have called Sage Sure several times and filed numerous complaints to no avail as I am worried about the health risks that this will pose to myself and my children. I need this issue resolved ASAP.

  Business Response

  Date: 02/09/2024

  Thank you for the opportunity to respond to the captioned consumer complaint.

• Initial Complaint

  Date:11/13/2023

  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 grandfather, ************************ home was insured by SageSure - Policy #NYP2263123. Last year, we received a notice that the premium was to increase, so I opted for an alternate carrier. Fast forward a year later, my grandfather's escrow account payment almost doubled. I did some research and discovered that his mortgage company was billed and paid for both the SageSure AND the Homesite Policy. Essentially there were 2 different policies for the same property for the same period. I was told a cancellation form was never submitted for the original SageSure Policy. I requested SageSure to cancel and backdate to the start of the policy. They declined and went ahead and backdated the cancellation of the policy to 9/2023. The alternate carrier, Homesite, on the other hand agreed they would cancel and backdate the cancellation to last year, however doing that now would result in a lapse in coverage from 9/2023 to 11/2023. I have asked SageSure to reinstate the coverage to the original ending date. Once again SageSure declined because it's supposedly too late! It has taken me weeks to try to sort this out and it seems like SageSure is completely unwilling to assist in ANY way. I can understand their unwillingness to make an adjustment to last year, but undoing the cancellation would be fairly recent. It hasn't even been *********************************** Without the reinstatement, I can't cancel the other insurance policy. My grandparents are senior citizens with medical issues and fixed incomes, and SageSure is basically forcing them to be responsible for double the insurance premiums. I don't understand how this is ethical business practice.

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  Regarding Policy: TXH248574304,*****************************
  Policy Term: November 14, 2022 November 14, 2023
  
  Dear *************************,
  
  We are responding to your concern regarding the cancellation request for the policy referenced above.
  On October 9, 2022, a renewal of the Occidental policy referenced above was sent to the insured address on file. The billing method chosen by the insured at the time the new business homeowner policy was issued in November 2018 was mortgagee bill. This billing and payment method has remained unchanged since the policy inception. A notice has been provided to the insured at each renewal that describes the current billing method, and that the mortgagee will be billed for the premium payment. Full premium payment was received from the mortgage company, ***** *********** NA for the referenced renewal policy on October 27, 2022.
  On October 15, 2023, we mailed the renewal for the November 14, 2023, to November 14, ****, term (attached). Full premium payment of $2743 was received from the mortgage company, ***** ***********
  The first record in our files of the intent to cancel this policy effective November 14, 2022, was on October 16, 2023, when we were contacted by the Geico Insurance Agency, LLC *******.  On October 16, 2023, we received a signed cancellation request.
  We are unable to honor the insureds request to backdate the homeowner policy cancellation effective November 24, 2022.  Our general practice, which is supported in language in the Homeowners Policy Form HO 00 03 05 11; Section I and II Conditions, ** Cancellations; You may cancel this policy at any time by returning it to us or by letting us know in writing of the date cancellation is to take effect.   Therefore, any request for cancellation would be processed for a future date. Occidental provided coverage from November 24, 2022, through September 19, 2023, for which insurance premium was earned and due.  If a covered loss were to occur during this timeframe, Occidental would be bound to pay their portion of the loss.  As a courtesy, we allow cancellations up to 30 days in the past from the cancellation request. This policy was cancelled effective September 19, 2023,and a refund of $3153 for the unearned portion of the premium was sent to the insured on October 25, 2023.
  On November 13,2023, we received your request to re-consider the cancellation of the policy and to reinstate the coverage back to September 19, 2023.  After further review, we have agreed to reinstate the policy coverage back to September 19, 2023.   Check#******* for $3153 has been reapplied to the policy.
  We appreciate the opportunity to assist you with your concern. 
  
  Sincerely, SageSure Insurance Managers

• Initial Complaint

  Date:08/24/2023

  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.

  Back in August of 2022, I sold my home which had previously been insured through SageSure Insurance. I received notice that the policy was up for renewal in July of 2023. Realizing that there was some obvious oversight for unneeded insurance, I contacted them to resolve the issue and get reimbursement for the policy which should have not been in effect. They told me that I needed to cancel the policy before they would be able to clear the issue up, which I did. They then sent me a refund check for $42.00, instead of the entire premium. I've called multiple times to get backdated reimbursement since I can prove the sale date of the home, which they had erroneously insured, but to date they have refused to reimburse me. To be clear that during the time of unnecessary insurance, they did not have a claim against it, but they continue to deny my request to back date the reimbursement for basically an entire year.

  Business Response

  Date: 08/31/2023

  August 31, 2023
  *******************
  
  Regarding Policy: THX429423703
  
  Dear *******************,
  
  We are responding to your concern regarding your request for refund due to cancellation of the above referenced policy effective July 5,2023.
  On July 5, 2023, we issued a renewal homeowner policy with an effective date of July 18, 2023 to July 18, 2024. 
  The first record in our files of your request to cancel this policy is July 5, 2023 when we received your signed request to cancel the policy effective July 9, 2023.  On July 11,2023, we processed the cancellation effective July 9, 2023 which is the date requested on the cancellation request form. A refund of $42 was mailed to you on July 11, 2023 for the period between July 9, 2023 and July 18, 2023.
  We are unable to honor the request to backdate cancellation of the homeowner policy effective August 2022.  Our general practice, is supported in language in the Homeowners Policy Form HO 00 03 05 11; Section I and II Conditions, ** Cancellations; You may cancel this policy at any time by returning it to us or by letting us know in writing of the date cancellation is to take effect.  Therefore, any request for cancellation would be processed for a future date.  Occidental provided coverage from July 18, 2022 through July 9, 2023 for which insurance premium was earned and due.  Further personal liability and premises liability at any new residence property acquired by you would have also been covered by this policy between July 18, 2022 and July 9, 2023.   We understand there were no claims made but had there been a claim filed up to July 9, 2023, our policy would have covered a proportionate share of the loss.
  We appreciate the opportunity to help in resolving your concern.
  
  Sincerely,
  
  SageSure Insurance Managers

• Initial Complaint

  Date:07/19/2023

  Type:Product 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 cancelled the insurance policy with Sage Sure in June of 2023 because they quadrupled the price of my policy. The mortgage company inadvertantly paid the premium for ******* on June 14 despite the cancellation. I requested that they cancel the check and they refused stating it was part of bulk mail. I then spoke with a Sage Sure representative who stated that the check will be returned to me by *********. I called Sage Sure 7/19/23 requesting that my funds be returned because the policy is cancelled and they are refusing to return it for another 25 days. My escrow account is short more than ******* as a result of this. They are collecting interest on my money when the policy was cancelled prior to the receipt of the payment. They alleged they didnt receive it until 7/11/23 but the policy was cancelled June 14, 2023.

  Business Response

  Date: 07/26/2023

  July 26, 2023
  ************************************
  
  Regarding Policy: NYP009513011
  
  Dear ************************************,
  
  We are responding to your concern regarding your request for refund due to cancellation of the above referenced policy effective June 14,2023.
  On June 12, 2023, we issued a renewal homeowner policy with an effective date of August 2, 2023 to August 2, **** (attached).  A copy of this renewal was mailed to the mortgagee on the policy, Quicken Loans, ISAOA, PO Box ****** ********, ********.
  On July 5, 2023, we received your signed request to cancel the policy effective June 14, 2023 (attached). On July 5, 2023 we processed the cancellation and sent a refund for $330.00 for unearned premium for the period of June 14, 2023 to August 2, 2023. 
  On July 12, 2023, we received payment of $8594 from Quicken Loans for the August 2, 2023 to August 2, **** renewal term.  On July 19, 2023 we sent full refund of $8594 to your mailing address ****************************************************. *****. This refund was sent via standard mail and should arrive to you soon.
  We understand the hardship that *** occur due to the mortgage company paying the premium on your cancelled policy. Since the refund was processed in a timely manner, we assume it satisfies your complaint. 
  We appreciate the opportunity to help  in resolving your concern.
  
  Sincerely,
  SageSure Insurance Managers

  Customer Answer

  Date: 07/26/2023

  
  Complaint: 20345450
  
  I am rejecting this response because:
  Your representatives and your company intentionally withheld my funds and this was confirmed on 07/19/23 when speaking to your representative via phone. I would like adjusted interest to reflect the time that my funds were held. I had to take my savings and send it to my mortgage company. 
  
  
  Regards,
  
  ************************************

  Business Response

  Date: 07/31/2023

  Dear **********************************:
  
  We are responding to your complaint and recent request for interest payment on your refund mailed to you on July 19, 2023.  Your request to cancel your policy effective June 14, 2023, was received by us on the same day it was signed by you, July 5, 2023.   A refund of the unearned premium for the policy period August 2, 2022, to August 2, 2023 for $330.00 was disbursed on July 5, 2023.  
  
  Our records show that you contacted us on June 12, 2023, to understand the premium increase reflected in your August 2, 2023,renewal.   On that day it seems appropriate both you and your mortgage company were already in possession of the renewal policy and invoice.  Your mortgage company, ******************* ISAOA, was listed as the payor of your policy premium.  On July 12, 2023, we received payment from your mortgage company.  At that time payment was received, the policy had already been cancelled and disbursement of the mortgage companys payment was made to you on July 19, 2023.  ***** Insurance Law requires refunds of unearned premium be made within fifteen days.  Our refund to you was processed well within the legally required timeframe. 
  
  While your mortgage company may have withdrawn funds from your account sometime in June to pay this renewal, we were only in possession of funds for seven days and therefore having delivered a prompt refund and within the required ***** timeframe, we believe obligation to you is fulfilled.  

  Sincerely, 

  SageSure Insurance Managers

• Initial Complaint

  Date:12/19/2022

  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 have changed my homeowners insurance to Geico who used Sagesure and their underwriters. The mentioned company sent an inspector to ensure that the accuracy of the information I provided. The inspector showed up and never came inside my house, few days later I was informed that the premium will change since I have a basement that I never reported. I called and explained that I don't have a basement and ask them to come again to inspect; however, they refused to do so and insist on charging me to insure a basement that does not exist. They claim that NYC Dep. of Finances list my house as having a basement, the attached document shows that it doesnt, it is a 2 stories house because it is a raised ranch both stories are above ground, no where in the department of finance discrption to my house indicates that I have a basement

  Business Response

  Date: 12/28/2022

  Dear Better Business Bureau,
  We are responding to your correspondence dated December 19, 2022- ID# ******** regarding *********************** homeowners insurance policy.
  On August 19, 2022, the insured applied for a new business, homeowners policy with Occidental Fire and Casualty and bound through SageSure Insurance Managers (SageSure), our program administrator. The effective date was October 3, 2022 (application and new business declaration pages attached).
  
  An inspection was conducted by an independent vendor on December 06, 2022. The following changes were made based on the report:
  Total living area of **** square feet; **** of which is finished living area
  Foundation as 84% basement and 16% slab
  Siding was changed from ********* on frame and 67% vinyl siding to 10% brick on frame, 75% cement fiber siding, and 15% vinyl siding
  Central air conditioning was added to the home
  Garage type was changed from attached garage (250 sf) to built-in (200 sf)
  Inground Pool was added to the premises
  Number of families changed from one to two
  
  Due to these changes, Coverage A was increased to $608,000.
  
  On December 09, 2022, the insured contacted SageSure to inquire about the change in coverage. They were advised of the changes from the inspection. On December 09, 2022, the insureds agent, Geico insurance, also contacted SageSure regarding the increase in coverage. ***** advised that the insured is using the home as a one family home and that the home does not have a basement. On December 12, 2022, the insureds agent was forwarded the ************* of ******* records via email for the home reflecting the number of families and foundation. (See attached)
  
  On December 19, 2022, the insured provided SageSure with a copy of an appraisal done in 2019 by **** of ************** Based on the information in the appraisal, the foundation was changed back to slab and Coverage a was reduced to $557,000. With the dispute on the foundation resolved the policy rating information is now accurate and as result we believe the policyholders complaint has been resolved. 

  Customer Answer

  Date: 12/28/2022

  
  Complaint: 18609420
  
  I am rejecting this response because:
  
  
  That doesnt change the fact that you have sent  an incompetent inspector who reported an imaginary basement that doesnt exist. It took multiple phone calls and sending documentations from the *** ********** of ******* documenting that I have no basement with no avail. I asked to send another inspector to see that I have no basement and your company refused. It was an organized scam to increase my premium citing imaginary basement. Luckily, I had a recent appraisal that proved that I have no basement a fact that your scam artists couldnt dispute . I am still not satisfied with your company and I will never renew with you 
  Regards,
  
  *********************