ComplaintsforSwyfft LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I live in *********. My mother enrolled last year in a policy from SWYFFT due to increases in homeowners insurance in ******* where she lives. After adding a new roof she contracted for insurance with a different agency at a better price. The local agent she used told her the SWYFFT policy had been cancelled but SWYFFT debited MY checking account for the full amount.. I am not the homeowner nor the policy holder. This smacks of fraud. I have never been contacted by a representative of this company nor have I given anyone permission written verbal or otherwise to access my financials for payments on this policy. I will be reporting them to the **************************** for fraudulent practices.

  

  Business response

  07/31/2024

  ******, thank you for bringing your concerns to our attention. We have looked into the matter and are pleased to report that a member of our team was able to reach out to you today. We appreciate the opportunity to discuss your complaint and are glad we could come to a resolution. 

  Customer response

  07/31/2024

  [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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our roof has significantly been damaged by the windstorm that happened in *******. Swyft provided us with a claim after 2 months and didn't send leak detection until a month into the claim at which point a lot of the house had dried up. As a result, they claimed that the water damage was not related to the storm. Now we have more rain and there is water coming in again from the same spots that they said were not roof related. They sent someone in to tarp the roof initially when we sent the claim. However, the tarp did not properly cover the roof as there is more water coming in and as a result we have more damage internally in the house. All we are looking for is someone that can answer the phone or reply to our emails or reply to the ticketing system or anything. On July 2nd I posted a message on the claim. As you can see asking the representative to contact us because their phone was not working, it was going straight to voicemail. On July 3rd they closed the claim and paid out the incomplete amount that doesn't cover the damage and as a result we have not been able to find a contractor that will do the work for the price given. On July 8th I again reached out to this representative as well as posted on the claim. No one responded. Today is July 25th and I have again posted on the claim. Hoping to get a response.

  

  Business response

  08/05/2024

  **************, we have reviewed your complaint, and I am pleased to confirm that a member of our Team was able to speak with you to address your concerns. Here are the key points from our discussion and the steps we are taking to resolve your issues:
  
  - Tarping and Water Damage: We understand that water entered your home during the recent rains due to the tarps not being properly secured. Our records indicate that the tarp company we initially assigned was declined, and your contractor installed the tarp. We offered to provide the contact information for the tarping company so they can check and re-tarp as necessary. We also reviewed the "Duties After a Loss," including the duty to protect the property from further damage.
  - Contractor and Inspection Confusion: It appears there was a misunderstanding regarding the contractor who installed the tarps. You mentioned that the contractor, ******, told you he was sent by Swyfft. However, our records do not show any invoice submitted by this contractor. We apologize for any confusion and have clarified that this contractor was not assigned by Swyfft. We advised you to have your own company secure the tarping.
  - Additional Damage Assessment: You mentioned that some siding was blown off during the hurricane but was reset, and there doesn't seem to be additional damage to the roof. We have clarified that if there are additional damages from the hurricane or another storm, they would need to be filed as a separate claim.
  - Roofing Quotes: We understand that you have received quotes from roofing companies that are higher than our estimate. We requested that you submit these detailed estimates so we can review them for a possible supplement. Our goal is to ensure that you are adequately covered for the necessary repairs.
  - Communication and Support: We reviewed the coverage decision and the estimate with you to ensure you understand the next steps. We are committed to improving our communication and support. You mentioned this is your first time filing a claim, and we want to ensure that you have a clear understanding of the process. Please do not hesitate to contact us if you have any further questions or concerns.

  Your satisfaction is important to us, and we are here to help you through this process.

  Thank you for your patience and understanding.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dropped by multiple insurance companies in the last year or so for no tangible reasons except that Florida insurance is a mess. I received refunds from all companies except one. The last company I had was Swyfft Insurance from NewJersey. I received a letter from them on March 8 saying they were going to drop me also, on April 2, 2024. I waited for the refund check of $2731 but it never came. On April 22 I emailed them asking for my money, crickets. I emailed them again in the 25th of April requesting an answer. I finally was answered on the 25th of April requesting a policy #. I immediately send them the # and waited. The company said they mailed the check with *** and to allow 14 business days for arrival. When the 14 days were up I contacted them again and asked if there was a tracking # I could call *** about. They said there was no tracking #. In the mean time my mortgage company went to my escrow account to pull the full insurance payment out and in doing so caused my house payment to raise $440 a month. I can't afford this. I reached out to Swyfft Insurance headquarters with the phone # they gave me, which is a computerized run around. I threatened them with BBB but I haven't heard back. My new mortgage payment is wiping me out and I can't get the payment lowered until that insurance money from my escrow is put back.

  

  Business response

  05/16/2024

  ******, upon looking into this we learned you were mailed the refund on 4/17/2024. Today we asked if you would like to have a stop pay issued and a new check mailed. We have yet to hear back. Please reach back out to a member of our Team directly as we're more than happy to help. Thank you. 

  Customer response

  05/18/2024

  [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 partially satisfactory to me. By not prioritizing my refund check, sending a $2700+ check without a tracking #, I  am out another  $440. How am I going to get that back? I  need this money  here ASAP!
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Swyfft stalled me trying to change insurance companies, I tried getting information form them in Aug, 2023 they wouldn't give me papers I paid for an inspection that I needed to share with the new ins company they kept putting me off so eventually I had to pay for another one. Then wouldn't answer phone calls only emails day or 2 later. By the time I got everything transfered they had gotten paid my my mortgage company. So when I got everything taken care of wihtin 2 weeks after I requested my money returned they only sent back a portion of the money less than half.. $6800 premium they sent back $3200 to my mortgage company and kept the rest If they would have been forthcoming with my requests they wouldn't have gotten anything, but they stole $3600 from me. I'm a single woman working paycheck to paycheck just to survive and had that much money taken from me I'm still trying to catch up.

  

  Business response

  01/30/2024

  ****, this policy was canceled due to the request of the insured. And since this was an E&S policy in force during hurricane season a Minimum Earned Premium (MEP) of $50% applied, as stated in your policy packet. However, we apologize for any confusion regarding your policy type and have re-cancelled your policy with only 25% MEP applied to help. As for the inspection, that is considered a work product and we do not ever share those with our Insureds or Agents.

  Customer response

  02/06/2024

  [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 agree if that means you are giving me 25%more back of my insurance money.  I that is what 25%MEP means then I accept if thats not what it means I need 

  it to be clarified, please.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

  Customer response

  02/08/2024

  
  Complaint: 21157342
  
  I am rejecting this response because:
  
  

  I agree if that means you are giving me 25%more back of my insurance money.  I that is what 25%MEP means then I accept if thats not what it means I need 

  it to be clarified, please.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

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

  

  Business response

  02/09/2024

  ****, your original MEP (Minimum Earned Premium) was 50% as per company standards. As our way of helping, we have made an exception and only applied 25% MEP (Minimum Earned Premium) versus the 50% MEP (Minimum Earned Premium). Should you have any further questions or concerns, please reach out to us directly as were more than happy to assist. Thank you. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buyer beware, I would like to fore warn other customers about the practices of Swyfft home insurance. They are not transparent in communicating their fees and cancelled my insurance policy but did not pro rata their fees. Seems like a pretty shady business practice. At no time when notifying me of THEIR decision to cancel the policy did they mention that their fees were not refundable and they didnt initiate the refund of the premium until I requested it not immediately as promised.

  

  Business response

  12/07/2023

  *******, after looking into this further we saw this policy was canceled pro-rata for Underwriting reasons. Due to the policy type, all fees are fully earned and nonrefundable. This is thoroughly explained in the application in the section covering Minimum Earned Premium. Should you have further questions, please reach out to us directly. Thank you.

  Customer response

  12/07/2023

  
  Complaint: 20962505
  
  I am rejecting this response because:
  
  At no point during the cancellation process or application was I given any notification that the fees charged by your company would be retained in the event of Swyfft initiating the cancellation. This seems like a poor business practice and a way to ******* money out of consumers who in good faith bind insurance and after fees are collected are then cancelled and forced to pay again. Seems it would be better for Swyfft to complete their inspections prior to agreeing to insure.
  
  Regards,
  
  *****************************

  

  Business response

  12/08/2023

  *******, this is standard business practice. Our initial response remains the same - the policy was canceled pro-rata for Underwriting reasons. Due to the policy type, all fees earned are nonrefundable. This is thoroughly explained in the application in the section covering Minimum Earned Premium (MEP). Again, should you have further questions, please reach out to us directly. Thank you. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my homeowners policy exactly 2 months after it renewed due to the 40+% increase in premium.They are refusing to refund the 10 months of premium no used due to "hurricane season".I have a new policy with a different carrier. I have NEVER filed a claim on this policy.An additional refund of ******* is due.

  

  Business response

  10/19/2023

  ***, this sounds like a simple case of misunderstanding. Because of your policy type, a minimum earned premium (***) of 50% was applied. This was thoroughly explained in your policy package. While you will not receive premium for the time you had coverage with us or for the applicable fees, we're happy to change the *** from 50% to 25% as a courtesy to you. This will be updated in our system today. Should you have further questions or concerns, please reach out to us directly. Thank you.

  Customer response

  10/19/2023

  [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

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Approximately two years ago (7/12/2021) I used an insurance broker (Great *********************** LLC) to shop available homeowners insurance providers and they referred me to Swyfft Insurance who is another broker because they wrote my policy with a company called Clear ************************* On 7/13/2021 my HOI policy was written for an annual premium of $1592.00 which was reasonable at that time. The next year the premium was increased to $2220.65 which I accepted, and the premium was paid. And as of 7/13/2023 Swyfft changed my HOI provider to ********************** and increased my premium to $3506.90/yr. I tried to cancel my policy in August of 2023 with Swyfft/Topa and was told by Great *********************** that Swyfft would be keeping 50% of my premium for canceling during hurricane season. I did cancel the policy because the premium was unreasonably high for the extremely limited coverage. I have now received notification from Swyfft LLC that they had indeed kept $1647.00 of my paid premium, and it will not be refunded.I question the legality of such deceitful practices and would like to understand how Swyfft is getting away with what appears to be common theft? As a Floridian I pay some of the highest insurance rates in the country and to have Swyfft Insurance LLC literally steal half of my premium for canceling an overpriced, limited coverage policy is nothing short of criminal!Here is the information concerning cancellation of the Swyfft Insurance policy. Titled Minimum Earned Premium Endorsement:b. If the policy is canceled at the request of the (first) Named Insured: i. If the policy has been in effect any time during the period of June 1 to and including November 30, the premium charged shall be subject to a Minimum Earned Premium of 50% of the gross annual premium (including any additional premiums added by endorsement). This Minimum Earned Premium is the least amount of premium we shall retain as earned premium regardless of term.

  

  Business response

  09/15/2023

  ******, we have already addressed this matter on the other channel(s) you have written complaints on. Our President has even gone as far as to personally call you and speak with you, to which you never responded. The Minimum Earned Premium is listed on your Declaration Page and again in the policy package. Since your policy was in effect from July 13th through August 8th, it was subject to the Minimum Earned Premium (MEP) explained below. This is completely legal and in no way "common theft" or "criminal". 

  If the policy has been in effect any time during the period of June 1 to and including November 30, the premium charged shall be subject to a Minimum Earned Premium of 50% of the gross annual premium (including any additional premiums added by endorsement). This Minimum Earned Premium is the least amount of premium we shall retain as earned premium regardless of term. 

  Customer response

  09/15/2023

  
  Complaint: 20605829
  
  I am rejecting this response because:
  

  Swyfft Insurance cannot provide a legitimate (legal) reason for burying a Minimum Earned Premium clause deep within their policy (page 62). The Minimum Earned Premium was put in place for small businesses not residential homeowners policies. And why would I call your CEO? To listen to him ramble on about why it's necessary for Swyfft to keep $1647.00 of my premium because I canceled the policy. I canceled because the policy itself inadequate and grossly overpriced. Your Minimum Earned Premium Endorsement is nothing short of legalized theft and filing a complaint about your shady policies is simply a way to ensure that others will not get duped by Swyfft Insurance.
  
  
  ***********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have filed a claim to have damage from wind and snow storm fixed. The adjuster will not get back to us and i have called and emailed him numerous times. We need to have our house fixed before winter as there is water damage and structural damage.

  

  Business response

  09/05/2023

  ******, upon looking into this we saw the claim was reopened with a supplemental payment request. We're happy to learn it has since been settled and paid in full as of August 24th. We also had sent payment with expedited mailing, and you should have received it last week. A member of our Team also called and left a detailed message. Should you have any further questions or concerns, please reach out to us directly using the number and extension provided in that message. Thank you. 

  Customer response

  09/11/2023

  [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

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to change homeowners insurance to a different provider and my current provider who I have been with for seven years now is trying to charge me a fee of 75% of my premium which is $2767. This is taking advantage of me and should be considered illegal. I have tried talking to anyone I can including *************************** from customer support about having this fee waived. She will not take the fee off. Also *************************** is their state manager and she also will not budge on the fee. This is wrong and needs to be fixed. I am in no way costing this company any money by changing insurance company's. I was quoted and more competitive rate than they could offer so anyone would jump on that opportunity. This is simply a large company trying to s**** over the small person who doesn't have much power to fight them.

  

  Business response

  08/18/2023

  *****, while we are sorry to see you go - we understand. Because of the policy type, a minimum earned premium (MEP) of 75% was applied. We apologize if there was any misunderstanding, but this was thoroughly explained in your policy package.However, weve recently changed our MEP requirement to 50%. And although this policy did not qualify since it was already renewed when the change went into effect, the good news is we will waive the 75% and drop it down to 50% as a thank you for being a loyal customer for the past 7 years. We hope this helps.Should you have any further questions or need more clarification, please don't hesitate to reach out to us directly. Thank you. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a new homeowners policy from this company back on June 14th, 2023....Policy Number:SB01-037938-00 Effective Date:06/15/2023, 12:01 am The inspection was done soon after...On June 15 , one of our inspectors, *************** met you at your home to conduct an inspection for your Swyfft insurance policy. They took out the initial big payment as part of my plan and then the 2nd month's payment as well up to now... never received a packet of the policy in the mail. Now all of a sudden right as "hurricane season" is starting and more than likely no other insurance company is going to let us get with them right at this time of year... they sent a cancellation letter to my mother who is also a senior citizen letting her know this.To be cancelled on 8/22/2023 at 12:01am Reason: "Recognized extensive risk hazard. Unacceptable plumbing updates and / or ineligible plumbing systems., Recognized extensive risk hazard. Unacceptable heat source."House was built in 1950...#1 Plumbing was redone after ****** and is brand new PVC pipe underground. The attic plumbing has been redone before with new pipes in the past (not leaking currently).#2 Heat Source? Going to assume the central natural gas heater we have that was replaced in ****. (Is that a bad thing all of a sudden?!)I find these reasons of why my mother's homeowners is being cancelled to be completely ridiculous considering the state of the home has not looked better since the repairs after ****** since this house was originally bought back in 1980.I file this complaint as a very upset son for my retired mother who seems to be getting taken advantage of here as it took 2 months to cancel and right at the start of the storm season when you need it the most. Lost time and money here... and now I have to worry about a storm hitting us without insurance... not happy.

  

  Business response

  09/07/2023

  *******, we are sorry to hear of your frustration. Upon reviewing the file, we unfortunately learned this risk does not meet our criteria. Without the **** system, it is ineligible. In addition, it has an ineligible panel. Please note we were also within the customary underwriting period to review this risk per guidelines. Again, we apologize for the frustration. Should you have any further questions or concerns, please reach out to us directly. Thank you. 

*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. ↩