ComplaintsforSwyfft LLC

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim May 22, 2023 for damage to my roof. It went to an adjuster who came out with the *************** and determined that I needed a new roof went to Weeks heard nothing called again had a new adjuster said they need to think about it. Its been two more months called again today to find out the status of my roof now I have a third adjuster nothings been done and its well over the 60 days since I filed a claim for damages.

  

  Business response

  08/14/2023

  ****, we apologize for the delay, however after looking into it further, we saw there were a few moving pieces that affected this. We also saw you spoke with **************** on 8/4 and with our CAT Claims Manager on 8/5 - who was able to settle this claim. A check was issued on 8/5 and payment issued on 8/10 with expedited mailing. We're happy to learn this claim is now resolved and is currently closed. Should you have any further questions or concerns, please reach out to us directly. Thank you. 

  Customer response

  08/14/2023

  [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

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting months for someone to reach out to me regarding claim that I filed my ceiling collapsed and someone came ** to review damage I havent heard from any one since I have been calling but no one returns my calls I will have to pay out of pocket due to I cant get a hold of any one no ones returning my calls I am tired of living like this i dont know what else to do

  

  Business response

  05/08/2023

  ******, after looking into this further it appears we had made several attempts to contact you, however the number listed on file was different than the number listed here under your Daytime Phone. After using the Daytime phone number provided, we were able to make contact with you - and we explained the settlement outcome as well as nothing additional being outstanding. Should you have any further questions or concerns, please don't hesitate to reach out to ** directly. Thank you. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filled a claim with Swyfft and have been attempting to get in touch with someone to move forward with repairs. I have emailed adjuster as well as called claims center multiple times for last 4 weeks. Each time, requesting for someone to contact me about claim. I have asked to speak with a supervisor during my call to claims center and have been told that they do not have switchboard capabilities and they will send a message to the claims supervisor email group. After 4 weeks, multiple calls and multiple emails, I have not received a call or email back from anyone at Swyfft.

  

  Business response

  05/01/2023

  ****, upon looking into this further we saw we recently tried to contact you via phone with no success. However, we were happy to learn we made contact with you via email. We also learned appropriate documentation has been submitted, a new adjuster has been assigned and your claim is back on track. Please continue to work with your new adjuster for a fast and fair resolution. Should you have any further questions or concerns, please reach out to ** directly. Thank you.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took out homeowner's policy (#CA91-003746-00) Nsure was the broker and Swyfft the underwriter. The policy was in effect from 11/21/2022, the cost was taken from my mortgage account on 11/22, the property was inspected on 11/25.On 1/5/2023 I received an email from Swyfft stating that coverage on my policy was amended. I had incorrectly stated that the construction was masonry, not wood frame. ****** said that an extra $444.83 was due on the original policy cost of $3,940.99. I called Swyfft and told the agent that the increase of more than 10% meant that this was no longer my best quote and wanted to cancel. I was told that the I was out of the cancellation period and would be subject to a penalty. I asked for the matter to be escalated, the call was then dropped after a brief hold.Later I received a cancellation notice and a phone call from Swyfft. I was told that the reason for the cancellation was that my property was in a poor state, namely my pool and damage to stucco. I said that the pool had been drained for re-plastering and the stucco damage had been repaired. I was sent an app to take photos, if I could sent them the photos within 2 weeks and the property was in a satisfactory state the cancellation would be rescinded. After sending the photos I followed up with Swyfft, underwriting advised that they would still continue with the cancellation as they felt that the repairs were insufficient. The only area that had not been repaired had been weather protected as we were still waiting for planning permission to replace a damaged deck. The policy was cancelled on 1/21/2023, and confirmed on 1/26/2023. Nsure confirmed cancellation on 2/9/2023 via email. I did try to discuss the cancellation with Nsure, the first call dropped after 50 minutes as the agent couldn't help and tried to transfer me. I scheduled a second call, but was never called. Today is 3/7/2023 and I have still not received any monies back from my policy.

  

  Business response

  03/20/2023

  ******, upon looking into this we learned a member of our Team spoke with you in January regarding a missing interior inspection, unfenced pool and unrepaired damages. In our last correspondence we let you know since the pool was not fenced and the exterior damage not repaired, the policy would remain cancelled. The pro-rated refund of $3,107.57 was sent on 2/23/2023 for the coverage you were allotted from 11/21/2022 to 1/21/2023. Should you have any further questions or concerns, please reach out to us directly. 

  Customer response

  03/20/2023

  
  Complaint: 19552018
  
  I am rejecting this response because: Your response does not reflect the facts of this matter.
  
  The property was inspected on the 25th of November 2022, the inspector did not keep his appointment and only conducted an external inspection. I was contacted from Swyftt via email on 1/5/2023 stating that there was a construction change to my property, I queried the change telephonically with Swyfft on 1/6/2023 and the amount of the policy increase. They advised that I had stated that the property construction was masonry and should have been wood frame. I agreed that I had chosen the incorrect material as, in my defense the construction method, Stucco, was not an option on the website I used to sign up. That being said I advised Swyfft that the amount of the increase now made the policy more expensive than the best quotes I had received and wanted to cancel. I was told that I was outside of the cancellation period and would be subject to penalties. I stated that it was a very sharp business practice to inspect the property and advise me of a mistake (that I admit was mine) roughly 41 days after the property had been inspected and I was outside of the cancellation period. I wanted to escalate to make a complaint. After a brief hold the call was dropped. There was no mention of the state of the property, missing interior photographs, or any other issues during that conversation.
  
  
  Shortly after the call I received the cancellation notice via email closely followed with a call from your *********************. She advised me that there was concern with the state of the pool and Stucco. If I could take photographs with your iBees app of the pool and Stucco proving that the pool was in good order, the Stucco repair, and interior photographs then the cancellation would be rescinded and the policy increase would be waived. At the time of the inspection my pool was empty with a view to rep-plastering it. There was some damage to the Stucco at the time of inspection which had subsequently been repaired. However, there was a section where we needed to rebuild a deck which would not be Stuccoed as that's where the deck would be rebuilt. No works had been done on the deck when I took the iBees photos as planning permission had not been granted. The open area where the deck would be rebuilt had been weather proofed. The photos I took with the iBees app confirmed this. Not having heard from Swyfft after uploading the photos I contacted them telephonically and spoke to a member of their underwriting team. During the conversation it was confirmed that they hadn't even looked at the photos of the pool or the Stucco, after viewing the uploaded photos they advised that Swyfft would still continue with the cancellation due to the area where the deck would be rebuilt.
  
  At no point at any time in any conversation was the pool being unfenced mentioned, this email is first time that Swyfft is mentioning it.
  
  This chain of events started with Swyfft only reviewing my the construction method 41 days after the inspection and attempting to increasing the policy premium. If the state of the property was in such poor repair why was it even underwritten? Swyfft must have finally reviewed the photographs that the inspector took 41 days later and still decided that the property was fit to insure. It is only AFTER I complained about the premium increase did they decided that there were issues with the property. The only time they asked for interior photographs was AFTER I complained about the premium increase. If Swyfft had reviewed the photographs in a timeous manner and advised that the construction material was incorrect and there was a policy premium increase then I would have cancelled. By only reviewing the photographs after 41 they did not afford me that option. 
  
  These are the facts and are borne out by the time line and recorded telephone conversations that I had with Swyftt. 
  
  Regards,
  
  *************************

  

  Business response

  03/23/2023

  ****************, we understand when we updated the construction type to the correct form it resulted in an increase in premium and prompted your call.To which we advised MEP (Minimum Earned Premium) would apply if you cancelled the policy. As a reminder, MEP is part of the premium that is not refundable -with the exception of some life-events. In an effort to accommodate the original incorrect construction choice made by you, our Team agreed to change the construction type back to masonry for the remainder of the policy and change it on renewal - which we felt was reasonable. In reviewing the file because of the call, we found that a member of our Team had originally missed the damaged exterior and unfenced pool. Since we were still in the underwriting period,we had to issue a notice of cancellation. So you are aware, the ************** allows an underwriting lookback period of 60 days. We are happy to consider a re-write when the damages are repaired and the pool is fenced. If you wish to proceed, please reach out to your Agent to do so. Again, should you have further questions or concerns, please reach out to us directly.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a claim with my homeowners insurance policy. The adjuster came out over 3 months ago but I have not heard back from them. Both myself and ****************** have been calling/ emailing daily and all of our inquiries have been ignored. I have asked to speak with the shift supervisor 4 times and each time I am told my call will be returned which it has not. Part of my wall was near collapse with rain pouring in the house requiring that I pay out of pocket for repairs. I am only looking to get reimbursed the money that is covered by the policy I pay monthly (and have for 13 years).

  

  Business response

  03/14/2023

  *******, upon looking into this we learned our Team has been in contact with you multiple times since the claim was reported. We also see on 1/25 you were advised we are pending the prior claims documents to review. On 2/28 we requested the ** update you. We see a member of our Team spoke with you on 3/2 providing you with an update. As of right now we are pending an engineer inspection. Our Team is continuing to work on a fair resolution to your claim. Please continue working with your adjuster to resolve this. Should you have any further questions or concerns, please reach out to us directly. Thank you. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is our homeowners insurance.We have filed a claim a cannot get in touch with the company. We have tried phone, email and website. Nothing.Our payments are still processing with zero feedback.

  

  Business response

  02/24/2023

  **************, we've looked into this and we're happy to learn a member of our Team made contact with you yesterday to discuss the status of your claim - to your satisfactory.  Should you have any further questions or concerns, please reach out to us directly. Thank you.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim with my home insurance company on January 4th and despite numerous phone calls I have not received a resolution yet. My front stairs collapse and I have not been able to move forward with repairs because my insurance will not resolve this claim.

  

  Business response

  02/17/2023

  **************, we are aware you've made a formal complaint through the MA DOI to which we responded to yesterday. I've copied our response here for you: 

   

  To Whom It May ******************* referenced consumer complaint was received by Swyfft LLC (Swyfft) on 2/6/2023.  The subject Homeowners policy is provided by **************************** (CBIC) and administered by Swyfft, a general agency with delegated claims handling authority,on behalf of CBIC.  Accordingly, please accept this correspondence as a formal written response from CBIC, and also on behalf of Swyfft, to your request that the issue be addressed.
  
  Complainant ********************* is the spouse of the Named Insured, ************************  Mr. ****** complaint was filed due to concerns about  delays in handling the claim for a loss that occurred on 1/2/2023.
  
  This claim was reported to Swyfft on 1/4/2023 describing damage as Front steps detached from home while policyholder was on steps. No personal injury occurred. Upon submission of the claim, an email was generated to the insured,****************, and her insurance agent of record acknowledging receipt of the claim and providing  the Homeowner Claims Bill of Rights. The claim was assigned to Swyffts desk adjuster, **************************** 
  
  On the date the claim was received, 1/4/2023, Desk Adjuster ******** made initial contact and spoke to the insured. He verified the facts of the loss: the insured was on the stairs on 1/2/2023 when they detached from the home and gave way. She was able to catch herself on the handrail and no personal injury occurred. **************** said that it looks like the nails that were holding the stairs together gave way and bent, causing the stairs to give way. During this discussion, *********** advised the insured that a field inspection was pending scheduling and discussed the claims process. Directly following this conversation, *********** assigned RYZE Claim
  Solutions to conduct a field inspection.
  
  On this same date, the insured submitted photos of the broken stairs. In the photos,it appears that the top step separated and pulled away from the porch platform.Additionally, the stairs appear to be aged and weathered.
  
  Also on 1/4/2023, the field adjuster, *******************, contacted the insured and a field inspection was scheduled for 1/5/2023 at 3pm.
  
  The field inspection was completed on 1/5/2023. *************** uploaded inspection photos and his report on 1/9/2023. In his report *************** notes that the named insured, ****************, confirmed that the stair structure is original to the home, which was constructed in ****, and he notes peeling paint, rot, and holes in the wood.
  
  *********** reviewed the field inspection report and all accompanying photos on 1/12/2023. He determined that the loss was a result of wear and tear, as the steps have aged extensively and are experiencing rot that has resulted in holes forming in the wood. The stairs have lost their integrity due to age, wear,tear, and deterioration. He concluded that a covered peril did not cause the damage to the stairs and coverage would  be denied pending approval by his supervisor.
  
  On 1/17/2023, the insured contacted Swyfft multiple times seeking an update on their claim. That afternoon, *********** spoke with the insureds spouse, *********************, to advise that the field inspection report has been received, is currently under review, and the insured will be updated once the coverage review is approved. On this same date, *********** notes in the file that he has sent an authority request to his supervisor for the denial due to damages being a result of wear and tear and deterioration from the advanced age of the stairs. His final settlement discussion and communication with the insured was pending that final approval.
  
  On 2/2/2023, *********** sent a message to the insured indicating that he had completed his coverage review and it had been submitted to management for approval. He assured them that he would reach out once that approval had been granted. Later that same day, he spoke to the insureds husband, complainant *****, and reiterated that the approval for the coverage determination was still pending. *********** indicated that he would reach out to his supervisor for an update, and the insureds husband said they wanted to speak to the supervisor directly. *********** told him that he would reach out to his supervisor to advise them of the request.
  
  On 2/3/2023, *********** had a discussion with insureds agent confirming that the coverage decision was still pending and had been submitted to management for approval.
  
  After the insureds husband phoned again on 2/6/2023, the file is notated by manager ********************** that the coverage decision is still pending denial authority.
  
  The denial authority was approved on 2/7/2023 and the denial letter enumerating the lack of coverage due to wear and tear as the cause of loss rather than a covered peril was uploaded to the claim file and shared with the insured.
  
  The insured, their husband, and their agent made several calls and left messages for return contact on 2/8/2023.
  
  On 2/9/2023, desk adjuster ********************* called insured, ****************, to update her on the claim. He noted that the cause of loss was not covered under the policy.He also advised that an appeal process is outlined in the denial letter.  Insured requested an emailed copy of the letter, but also confirmed that they had access to view the letter in the claim file. After this conversation, the claim was closed.
  
  At this time no further information has been provided to Swyfft to warrant any update to the coverage determination of denial and the claim is now closed. However,should additional information be submitted, we would be happy to continue investigation of the claim.
  
  We trust this response satisfies your request for information pertaining to the complaint filed with your office. If you need further information at this time, do not hesitate to contact me by email at *************************.
  
  Sincerely, 

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

  Lead Compliance Director

  Customer response

  02/17/2023

  
  Complaint: 19340264
  
  I am rejecting this response because:
  It contains many inconsistencies and lies. We made several calls as stated in the response but were never given any update until the claim was denied. The response also states that *********************** confirmed that the steps were original to the home built in ****. This is a flat out lie on Swyyfts part as this was our biggest point of contention. The stairs were built circa 2016 when the house was lifted and a basement was put in. The stairs couldnt possibly have existed before then because there was no basement! The paint peeling and would rot is all superficial on the front facade. The steps themselves and frame are unpainted pressure treated wood with no rot. 
  
  
  Regards,
  
  *********************

  

  Business response

  02/27/2023

  **************, since youve also presented your complaint to the MA ********** of ********** we will continue to formally address your concerns through the departments inquiry. Thank you.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************************* and I was insured with Swyfft home owner insurance from July 29th of 2020 to July 29th of 2022 and I my policy number is: AL01-174579-02. I made a claim for water damage on may balcony while I was still insured with them and my claim number is SWYCBHO27204 . An adjuster by the name of ****** came to the home and assessed the damage both inside and outside. He told me that they would contact me and he never did. Two weeks later, I called him and he told me that he will talk to his supervisor about giving me something for the interior damage, but not for the outside because I have the responsibilities to maintain my home. I told him that I do not have control of the water and the snow that cause the damage on the balcony. In addition, I dont occupy this part of the home because it is a rental apartment. He told me that would call me back. After this conversation, I did not hear from him at all for a few weeks and I was calling him every day with no answer. when he finally returned to me through an email this is what he told me. I hope this email finds you well. I have discussed this claim with Management and we have prepared a settlement letter. We have determined the water is coming through the cracks in the balcony floor and been going on since Winter of 2021 and not a result of a onetime event. At this time we are unfortunately unable to provide any coverage for your loss. If you have any questions moving forward please dont hesitate to ask. I am with a new insurance now and they told me that I have been with Swyfft since 2020, they should be the one fixing the water damage issues and they are right because the problem was there before them. Swyfft does not treat their customer fairly, they are taking peoples money and are not providing them with the services written in the contract. I would like them to give me some money to help the repair on the balcony of my home and in the interior of the home.

  

  Business response

  02/24/2023

  *********, weve looked into your complaint and found the claim was reported for water damage, stating Whenever it snows or rains with a lot of wind the water goes from the balcony into their master bedroom.Our findings determined there were no attempts made by you to fix the broken tiles. Over time, the water seeped through the cracked floor tiles, which led to the interior water damages. Had you performed repairs to the cracked floor tiles, the interior water damage would not have occurred.
  
  Records also show you advised to ****** in a phone call on 8/5/2022, confirming the damages first started in Winter of 2021. Loss was not reported until 7 months later on 7/19/2022.
  
  As previously outlined to you, your claim was denied for coverage based on wear and tear, neglect, and lack of maintenance, as well as settling and cracking to patios. Should you have any additional questions or concerns, please reach out to us directly. Thank you.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water leak damage to the floors in our house in July, claim # SWYCSHO00212. Swyfft assured us the process for repairs would take only a matter of weeks. It is now **************** has been poor communication & no repairs completed- even after notifying them of how long it was taking & how things were dangerous (my pregnant wife had already suffered a minor injury due to the current state of our home), they continued to delay. The first Swyfft agent we got (*************************) had a habit of returning calls Fridays at 5. If you missed it & called him right back a minute later, he would be gone for the weekend. The second agent (***********************) was also slow to answer calls/messages and closed our claim without any work being completed. Our current representative (***************************) took 2 weeks to initially reach out. He said the delay was to hope to bring us good news, but he had no idea what was going on with our claim & the contractors couldn't reach him during that time. Since the claim originated, I have had 5 different visits from the assigned contractors in my home to measure & take pictures, each time hoping to be actually scheduled for repairs, just to be told that the information that was provided by Swyfft was STILL wrong. Then they attempt to contact our Swyfft agent to get things corrected & the cycle of *************************** continues. We put our trust in Swyfft to act in good faith regarding our claim & complied with every requirement they asked of us along the way. However, I now have to personally reach out every other day between Swyfft and their recommended contractors about the status of our claim just to find out everyone is still playing catch-up due to poor ****************************** Our home is still in disarray during the holidays over a problem that occurred in the summer. Over the past 2 weeks we have had 0 responses from our agent. Swyfft has not shown motivation to prioritize helping us & actually resolving our claim.

  

  Business response

  01/16/2023

  ****, we apologize for the delayed response. After looking into this further we're able to confirm flooring was delivered on January 12th and will be installed on January 19th. We also saw one of the project managers was in touch with you on January 12. We have received word the vendor will continue to follow up with EE&G and you to ensure sticking to the timeline. Should you have any further questions or concerns, please reach out to us directly. Thank you. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had major damage from the winter freeze here in ***** back in 2021. Filed claim immediately, Needless to say STILL no resolve. They are sending another person out to the house for like the 3rd time. For what almost 2 years later?? I've filed complaints, hired legal help and have come out of pocket because they do not communicate or anything. I just want this nightmare to be over and house fully repaired and reimbursed as I'm supposed to be. This company is garbage.

  

  Business response

  12/05/2022

  We would like to address this, however are unable to identify the insured from the information provided. Please reach out to us directly with the insureds name and policy number or claim number so that we can look into this further. Thank you. 

  Customer response

  12/05/2022

  
  Complaint: 18451227
  
  I am rejecting this response because:
  I included my address in the complaint. And trust me this is going on year 2 of dealing with these people with absolutely no resolve. I'll send them the info they are asking for in order to "resolve" this. And I'll see where we go from there. 
  
  
  Regards,
  
  K ********

  Customer response

  12/07/2022

  
  Complaint: 18451227
  
  I am rejecting this response because:
  
  

  Policy #: AL01-019893-04

  Named insured: *******************************, *****************************
  

  
  

  
  
  Regards,
  
  K ********

  

  Business response

  12/07/2022

  Please be advised since youve chosen to litigate, we cannot comment. 

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