ComplaintsforAmerican Modern Property and Casualty Insurance Company

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Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Regarding claim #******** ( Jessica R******** - CCS rep 1) American Modern Insurance company is practicing in bad faith practices. We have been paying this policy costing over 2K per year with no prior claims for years. The home experienced damage due to storm water penetrating the deck railings and the side of the home causing major dry rot. A inspector came out and confirmed the damage agreeing with us as to where the water penetrated the home and told us to close it up he had what he needed. Then we got a VM from the adjuster asst. denying the claim , saying we had no coverage for water damage. When we pointed out we most certainly do they then responded with the deck was normal wear and tear and there was no point of penetration from the storm damage. What? a total turn around. This is a scam. The adjuster and the adjusters supervisor would not return any calls or emails from our ins broker and are giving us the run around. We need this to be reopened and the claim to be approved as agreed on our contract. I perfer not to sue but I will as this is apparently predatory business practices
Business response
06/26/2024
June 26, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ****** ********
Insured: ******** ****** ****** ***** **** **** **** ****
Date of Loss: March 25, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above claim and inquiry received in our office on June 21, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ****** ********.

The Company received notification of the above referenced claim on May 21, 2024, with a reported
loss date of March 25, 2024. An inspection was conducted on April 27, 2024. The inspection found
significant wood rot consistent with long term water damage. As there was no direct, sudden, or
accidental damage that allowed the water to enter the home, the claim was denied pursuant to
policy provisions.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
American Modern won't cover a claim as the adjuster said I said it was the metal connection on top of the water that leaked. THAT IS NOT TRUE. I told him the hoae above the metal had multiple sprays coming out He asked me to turn on the water By a picture the adjuster has he and his boss said no hose problem They said would pay if hose. The plumber, Jeff, will tell you it was the hose. It also sprayed and burned out the temp, gauge on the wall. The adjuster said I had multiple leaks. It was one water leak evidence that I have ever seen there I lived there 30 years, 5 or less mo. a yr.. I have plumbers, electric repairman, and insurance papers included. I can't see if they entered.. I won't be back til end of Nov. The agent said not to touch as he was going to try & get someone there the next day. I had inside water off 2 weeks waiting My ** ** ******* *** that got them, told me to get my water on. I bought a new water heater as the water burned that too. I put fans on so I don't know how much damage. I can't see much, but not evaluated. 7 pictures included. One, my husband in group home Dec 13 2023 - Feb 23, 2024 died. I had getting ready to leave, making sure my husband got a meal down a day, body transfer, air tickets and needed to get a cr card quick, and having this new adjuster not telling the truth.
Business response
06/10/2024
June 10, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202
Attention: ***** ********, Marketplace Resource Consultant
RE: BBB Complaint #: ********
Complainant: ******* ******
Insured: ******* ******, ***** ******
Date of Loss: December 31, 2023
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****
Dear *** ********,
I am writing in reference to the above claim and inquiry received in our office on June 4, 2024.
American Modern Property and Casualty Insurance Company (the “Company”) appreciates the
opportunity to respond to the Better Business Bureau regarding the complaint filed by *******
******.
The Company received notification of the above claim for water damage on January 2, 2024 with a
reported date of loss of December 31, 2023. Inspection of the property found no evidence of a
sudden water burst, and instead found that the water heater was leaking at the connection. As the
policy specifically excludes damages due to continuous leakage or seepage of water, a denial letter
was drafted and mailed on January 9, 2024. The adjuster attempted to reach the insured and left a
voice message the same day. The insured contacted the adjuster on January 16, 2024 and the
adjuster reviewed the denial of the claim. On January 23, 2024, the adjuster reviewed the denial
with the insured’s agent. On February 5, 2024, the adjuster spoke with both the agent and the
insured to review the denial. The claim examiner also discussed the denial with the insured on
February 8, 2024. The examiner spoke with the insured again on June 7, 2024 to review the claim
denial. Review of the documentation and inspection report has confirmed the claim denial. The
Company asserts that the above claim was investigated thoroughly and denied properly, pursuant
to the policy provisions.
I trust that our response will satisfy your inquiry. Should you require additional information or
wish to discuss further, please contact me via email at *******************.
Sincerely,
Michelle P****
Regulatory Compliance Project Manager
Customer response
06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* ******
6/10/24 customer called. She does not agree with the business response. Wants to send more info.
Initial Complaint
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau, I'm ***** ****. I am writing to complain about American Modern Home Insurance Company because they denied my insurance claim unfairly. My roommate (***** **** ****** ******) and I live at *** ********** **** ******** **. On 02/09/2024, we had a water leak in our apartment while we were not home. We found out when we returned at 1:00 AM on 02/10/2024, and saw our carpet was wet. We were told by our leasing office that the leak was because a faucet in the kitchen was left open. The people who came to fix the leak were more worried about stopping the water and cleaning up to avoid damage to other apartments. Because of this rush, they did not take any photos of the open faucet. We filed a claim with American Modern Home Insurance Company to help cover the damage cost of the carpet replacement. However, they denied our claim because there were no photos to show the faucet was open. This is really unfair because there was a real emergency and the maintenance team had to act fast instead of taking pictures. I am asking for your help because the insurance company’s decision seems very unfair given the situation. We need the claim to be reviewed again, keeping in mind the emergency situation that happened. Thank you for your help.
Business response
05/30/2024
May 30, 2024

BBB Servingth Southern OH, NKY, SE IN
1 E. 4 , Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant
***** ****
RE: BBB Complaint #: ************* **** ****** ******
Complainant:
Insured:
Date of Loss: February 9, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Home Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above claim and inquiry received in our office on May 23, 2024. American
Modern Home Insurance Company (“the Company”) appreciates the opportunity to respond to the
Better Business Bureau regarding the complaint filed by ***** ****.

Upon receiving the complaint, the adjuster contacted the insured, ***** **** ****** ******, to
explain the prior reason for the denial. During this call, the insured advised that she thought she
was liable for everything that occurred in her apartment. The insured explained to the adjuster the
incident happened on a night when they were away from the apartment and that when she and her
roommate left the apartment, it was in good condition, and they did not see that the sink was left
running. However, she advised the dishwasher was running at the time. With this information, the
adjuster has reopened the claim to further review for liability coverage. Once the review is
complete, the adjuster will contact the insured with the final decision.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Emmaline R*******
Regulatory Compliance Project Manager
Customer response
06/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The reason is in an email, the American Modern Home Insurance Company said they will open this case for review. Once the review is complete, the adjuster will contact the insured with the final decision. On May 29th, they called me to verbally confirm they will cover all expenses for the incident but there has been no email confirming that yet. It has been 6 days and I have been waiting for their written confirmation.

Regards,

***** ****
Business response
06/27/2024
June 27, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ***** ****
Insured: ***** **** ****** ******
Date of Loss: February 9, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Home Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the follow-up inquiry received in our office on June 19, 2024. American Modern
Home Insurance Company (“the Company”) appreciates the opportunity to respond to the Better
Business Bureau regarding the complaint filed by ***** ****.

As stated in our last response, the adjuster is waiting on the claimant (*** ********** **********)
to resolve the matter. On June 21st, *** ********** ********** responded to our email, copied to
*** **** stating that she was sorry for the delay and was reviewing with her property manager.
Once we receive their response and completed release on this liability claim, payment will be issued
to the claimant and our insured will be notified of the same.
Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Emmaline R*******
Regulatory Compliance Project Manager

Customer response
06/29/2024
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
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I’ve been paying insurance on three houses I bought over the years. I was told through a coat of pain in the garage. Change the The board the garage would get added. It was never added all these years whenever I had to change anything on my policy I had to call modern insurance personally to get the upgrades done or down or whatever I wanted to do and find out all about my policies come in and see Mr. Todd, I did. Todd said he would add the garage no problem no worries he get it. Done is still not done but they keep charging me money to charge me for the garage or not I don’t know but it’s pretty expensive. I’m paying through these people. I called May 10 as the girl left the garage got added. She said I’ll call you back. She said it’s not been added, but she’s staying out of this one that’s between you and Todd a little while later I called back I asked how much am I paying per year on this property with no insurance on my garage, you have to talk to Todd can’t you look in the file and tell me what I’m paying no I don’t like your attitude and she hung up in my ear reimbursement for the money, they ripped me off. So to resolve the issue insurance agency, Mr. Todd and ********* ***** ****** can write the check and send it to my address for what is fair Otherwise, I may take the next step and get it into the court and see what the court says if it can’t get resolved at this level
Business response
05/28/2024
May 28, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ******* ******
Insured: ***** ******
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in reference to the above inquiry received in our office on May 22, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to
respond to the Better Business Bureau regarding the complaint filed by ******* ******.

The ******** policy was issued effective November 27, 2017, with an other structures exclusion. On
December 3, 2020, the policyholder requested to add other structures coverage. As the other
structures exclusion was on the policy, this request was referred to Underwriting for review. On
December 8, 2020, our Underwriting Department sent a letter to the ******** requesting photos of
the structure. Photos of the garage were received via email on December 15, 2020. Underwriting
declined adding the coverage due to the condition of the garage roof. Declination of the request was
sent to the ******* on December 16, 2020.

On September 22, 2023 and September 25, 2023, the ******** again requested to add coverage for
the garage. The ******** were referred to their agent for further assistance, other structures
coverage was not added.

On May 13, 2024 and May 15, 2024, the agent contacted the Company concerning the September
2023 interactions with the ******* and the coverage on the policy. On May 17, 2024, the *******
cancelled the policy effective May 1, 2024. A prorated refund of $112.83 was mailed on May 20,
2024. Also on May 20, 2024, per the request of the *******, the cancellation date was changed to
April 1, 2024, due to placing coverage elsewhere. And additional prorated refund of $76.76 was
mailed on May 23, 2024. No further refund is owed, the prorated refund of unearned premium has
already been issued based on the coverage provided for the current policy term.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
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.
American Modern Insurance is refusing to refund an insurance overage via a perfectly legal method. I have had American Modern Insurance Homeowners for some time now. I am looking to cancel my policy with them. I have reached out to them because there will certainly be an overage that is due back to me as my premium for the year was paid from my escrow account in September 2023. I have been asking for MONTHS to cancel the policy and receive the reimbursement to ME, not my mortgage company. I am currently in a legal dispute with my mortgage company and the mortgage company has already told me and my attorney that if I don't want the insurance refund tied up, that I better have it sent to me directly because they are withholding any funds received, since I've sued them. American Moderns absolute refusal to send the reimbursement back to me directly means 1.) i've been carrying unnecessary insurance which costs me by the day and 2.) in the end they'll send it to my mortgage company and I will never actually see the reimbursement because we're tied up in court. Additionally, ********** Mortgage is no longer the servicer of my loan, I've since paid the mortgage off. So for many reasons I should be getting back my refund directly. I've had zero claims with them, cost them zero money, and when I ask for them to direct the reimbursement to me, which again, is totally legal to do, they refuse and not only do they refuse, they are rude/nasty in emails about it. I first asked for the insurance to be closed and to receive a reimbursement directly to me way back in October 2023. So after only 1 month of service because I wanted to switch to my employer provided insurance as there was a discount. So American Modern Property & Casualty has been costing me money every single day for the last 7 months. In all honesty, I should be reimbursed for that too!
Business response
05/22/2024
March 22, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ***** ****
Insured: ***** ****** ****
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in response to the above inquiry received in our office on May 16, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ***** ****.

*** ****** policy was issued effective September 19, 2023. The policy was paid in full on October 2,
2023, for $2,494.00. No communication or cancellation request was received from *** **** or her
agent prior to the receipt of this complaint. Our Customer Service Department contacted *** ****
concerning her complaint. The lender was removed from the policy and per *** ****** request, the
policy was cancelled effective February 23, 2024. A prorated refund of $1,421.24 is being mailed
directly to *** ****.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My initial claim for water damage to my home began on March 4,2024. The claims adjuster, Brandon F****** and Adam C******** came to the property to assess the damage and noted that they would get back in touch with me. I did not receive any information regarding the process of my claim until two weeks later. I was informed that the claim would be paid and that my limit on the policy was $23,000. After further investigation of the property by ********* *********** (the mitigation company), it was noted that water in my laundry room was in the walls and it needed to be extracted from the walls. In addition, the water had also entered my kitchen where asbestos was underneath the flooring. Needless to say, ***** ************* - asbestos removal company was retained to remove it from flooring in the kitchen and laundry room. When I informed American Modern of this damage, they noted that they were only paying for the amount noted on my policy and nothing more. I inquired about a hotel stay while this process was being done in my home and was told to "keep my receipts" and not go over my policy limit. Thus, I remained in my home during this entire process, which has been frustrating and very unsettling. I am living with no functional kitchen, no water to wash dishes or cook, concrete floors and rodents that are now entering my home. I can barely walk on the floor and have began to get sores on the bottom of my feet. I have to order food out, because of my non-functional kitchen. When I try to cook a meal, I have to wash the dishes in my bathroom sink!
Business response
05/22/2024
May 22, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ****** *********
Insured: ****** *********
Date of Loss: March 4, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in reference to the above claim and inquiry received in our office on May 15, 2024.
American Modern Property and Casualty Insurance Company (“Company”) appreciates the
opportunity to respond to the Better Business Bureau regarding the complaint filed by ******
*********.

The Company received notification of the above claim for water damage on March 12, 2024 with a
reported date of loss of March 4, 2024. *** ********* was advised of a special limit on the policy
for water damage claims, including all coverages, such as Dwelling, Personal Property, and
Additional Living Expenses. An initial payment was issued for the damages on March 18, and the
adjuster left a voice message for *** ********* to explain the payment. On March 28, the
contractor notified the adjuster that additional damages were found. At that time, *** *********
inquired about coverage for the additional damages and for Additional Living Expenses. She was
advised that there was coverage up to the policy limit for water damage. The adjuster was unable to
provide a specific dollar amount that would be available for Additional Living Expenses, as the cost
of the additional repairs was still unknown.

A supplemental payment was issued on April 22, 2024 based on the documentation provided by the
contractor. *** ********* was advised of the portion of the water limit still available after this
payment. However, at that time, the water mitigation invoice was still pending. This invoice has
since been received and is under review. Once an agreed cost is determined and a payment is
issued, the adjuster will be in a better position to advise *** ********* of available coverage for

Additional Living Expenses under the water limit, if any. The adjuster did not advise *** *********
that she could not stay in a hotel; the adjuster only advised of the policy limit information so ***
********* was aware of her coverage.

I trust that our response will satisfy your inquiry. Should you require additional information or
wish to discuss further, please contact me via email at ******************* .

Sincerely,

Michelle P****
Regulatory Compliance Project Manager
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I filed a claim because part of my sewer line had a break in it. The adjuster, Mathew H*****, had told me that it would be a about a week to process the claim. It was more like 3 weeks of the “ runaround” and not providing a straight answer to me. Finally after almost a month, Mr H***** told me a check would be in the mail. A few days later I did get a letter, and it was a rejection. It was rejected because part of the break was underneath a deck. The letter stated that American Modern doesnt cover any line that is underneath a structure, but they failed to give examples. There is no mention of the word “deck “ anywhere in my policy. When I called Mr H*****, he was quite rude and actually hung up on me. I left a message for a supervisor to call me back to talk about this finding. I received my rejection letter on April , 24th and I have yet to hear from anyone at American Modern. I want my check for $1,960 that I am owed.
Business response
05/21/2024
May 21, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202

Attention: ***** ********* Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: **** ********
Insured: **** ********
Date of Loss: March 15, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above claim and inquiry received in our office on May 14, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by **** ********.

The Company received notification of the above referenced claim on March 19, 2024, with a
reported loss date of March 15, 2024. The clay tile sewer line in the backyard had been damaged by
tree roots which caused it to collapsed. It was recommended the sewer line be repaired. On March
26, 2024, payment was issued as follows:

Repair Estimate $8,400.00
Deductible -$500.00
Payment $7,540.00

Following completion of the repairs, the repair company tested the line and discovered additional
damages. The additional damages were located under a deck. Piping located under the dwelling or
other structues is not a covered service line. As this portion of the loss does not meet the required
coverage definitions, there is no coverage under the policy. Coverage for this portion of the loss was
denied.

Should you require additional information or wish to discuss further, please get in touch with me
via email at ******************* .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have an active Homeowners insurance policy in which they denied my claim for something that was clearly covered under my policy. I want to be reinbursed $5,600.00 that I had to buy out of pocket for a new AC Unit that was caused from a storm 8/15/2023 from lighting strike.
Business response
04/10/2024
April 10, 2024

BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ****** ******
Insured: ****** ******
Date of Loss: August 15, 2023
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above claim and inquiry received in our office on April 3, 2024. American Modern
Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to respond to
the Better Business Bureau regarding the complaint filed by ****** ******.

The Company received notification of the above-referenced claim on August 18, 2023, with a reported
loss date of August 15, 2023. The adjuster sent an HVAC technician to inspect the AC Unit and determine
the cause of loss.

The findings determined that the cause of loss to the HVAC system is Wear and Tear. The onsite
inspection found a failed compressor. Resistive heating was present on the compressor's hermetic
terminals, and the seal had failed. The resistance readings of the compressor were not within their
typical range. No refrigerant was present in the HVAC system due to the seal failure. The poor
connection created higher resistance, which generated excessive heat as current flowed across the
terminals. As the additional heat built over time, the seal weakened and failed, permanently damaging
the compressor. Therefore, on August 25, 2023, the claim was denied. The adjuster spoke with the
insured on August 28, 2023, and mailed the coverage decision letter on the same date.

On November 7, 2023, the file supervisor emailed *** ******* HVAC Specialist requesting his technician’s
report with supporting documents indicating that the AC Unit was damaged by lightning. To date, the
adjuster has not received the report. If the technician sends his assessment with the supporting
documents, the adjuster will review and respond accordingly to the insured.
Should you require additional information or wish to discuss further, please contact me via email at
[email protected].

Sincerely,

Emmaline R*******
Regulatory Compliance Project Manager
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My policy number is *********. On 01/10/2024 there was a fire at my rental property I made a claim (********) a few days later and contacted the adjuster to come out and look. He did about a week after that. The adjuster came out, took a look and said this may be beyond his scope and he was going to have to refer to a new adjuster. About a month later I called this same guy because I had not been called or contacted by anyone else up to that time. I checked online to find out the new claims adjuster was Joshua D****** ###-###-####, so I called and talked to him and set up a date to view the property. By now it's been more than a month. They came out take a look, had the investigators look, requested documentation that I provided and requested interviews with the prior tenets, that they could, except one that owes me money and cannot be located. I provided all the information they needed, the cause of the fire is listed as undetermined after the investigation in their report, utility bills that show usage for the prior three months for gas, electric, and water. They said the tenants need to talk to the special investigator, they called and left messages no answer. I called to talk to the special fire investigator Steve B**** ###-###-#### to make sure he was able to talk to the people he needed to talk to he flat out hung up one me. Called back several times he finally answered and told me this case was none of my business and we don't have a reason to talk. I called and complained about this service and attitude to Ted K*** ###-###-#### and left a message saying I did not want this man on my claim I don't like the way I was treated. A few days later I finally get a call back from him, not about this incident, but the claims adjuster was trying to say the house was vacant and he was calling to let me know the bills do show usage so everything is ok. That was the last I heard from anyone, going on four months now.
Business response
03/29/2024
March 29, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ********* *******
Insured: ********* *******
Date of Loss: January 10, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above claim and inquiry received in our office on March 25, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ********* *******.

The Company received notification of the above referenced fire claim on January 12, 2024, with a
reported loss date of January 10, 2024. Following the initial inspection, the claim was referred to a
General Adjuster for handling and a second inspection was conducted. At this time, a coverage
determination has not been reached. This claim is open and pending further investigation. The
adjuster has requested contact information for the last person residing in the home as well as
documentation related to suit currently involving *** *******.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Customer response
04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,

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

I have called daily to try to speak with Ted K*** at his number ###-###-#### and I have left numerous messages for a return call and no one has called me back. I called the 1-800 number to try to figure out what documents were needed and they told me only my claims rep or a member of management can talk to me. I ask to speak to a manager and after being put on hold for an unspecified amount of time, they put me on the phone with Josh, the original claims inspector that I request be removed from my case. Jose then informs me that my case is in the hands of ******* ****** *** law firm and being presented by James F***** matter number *****. Seems like some sort of retaliation for bringing the BBB into this, but all documentation as of today has been sent to this organization and the person they keep saying they want to speak to is indigent and does not have her own phone and every time she calls them, no one answers.
Business response
04/11/2024
April 11, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ********* *******
Insured: ********* *******
Date of Loss: January 10, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in response to the follow-up letter received in our office on April 8, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ********* *******.

Ted K*** has recently been out of the office. Our decision to refer this claim to local legal counsel
for an examination under oath is not in retaliation for the BBB complaint. The examination under
oath is to determine the facts of the loss, correct any inconsistencies, and determine the impact of
the pending lawsuit regarding this property, ******** ** ******* **** *********** *** * ** *********
*******. At this time the examination under oath has been scheduled and we await the outcome.

Should you require additional information or wish to discuss further, please get in touch with me
via email at *******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager

Customer response
04/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

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

As you can see in the attachments, just days before the EUO was to be performed, there was a request for dozens of documents for me to produce. An effort to get me to postpone the EUO. When the last documents the insurance company requested were sent over I asked at that time are there anymore documents you need. I was told no. When I talked to the lawyer to set up the EUO, there was no request for documents. Suddenly, three days before the EUO, I get a request for a bombardment of information in a short period of time from their paid attorney, and an offer to continue to delay this case. The first time I contacted American Modern Property and Casualty Insurance Company on 01/12/2024 they came out and looked at the property. At that time no one interviewed me or told me that anyone would need to be interviewed. Insurance rep says it took me months to get them information. But they did not come out or request the information for months and now they try to blame me for the delay. It was not until I called them again after a month and was assigned a new claims rep that any progress started to be made. Now the new claims rep has tried to have the amount of the claim reduced by saying the house was vacant, his manager Ted K*** said there was sufficient evidence to prove the house was not and now they are blatantly trying to bombard me with so much paperwork that I have to delay or have a forced denial by saying I am not cooperating with their investigation. This is all done in bad faith. As you can see from the attachments, this is clearly an attempt to find a reason to deny the claim all the information they are requesting are about my personal finances despite there being no evidence that I did anything wrong their letter keep referring to their reservation of rights, reduction in coverage when vacant, and concealment and fraud. This is an attempt to cover their butts and deny my claim at the same time and blame me for not cooperating. Well all the documents they have requested have been submitted.
Business response
04/26/2024
April 26, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ********* *******
Insured: ********* *******
Date of Loss: January 10, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in response to the follow-up letter received in our office on April 19, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ********* *******.

The examination under oath was necessary due to questions regarding the property that remained
unanswered. As part of the examination under oath, documentation regarding those issues was
required. The examination under oath was conducted on 4/19/24. Our attorney is currently
reviewing the testimony and documentation produced by *** ******* in support of his claim. As
noted previously, the examination under oath was required to determine the facts of the loss,
correct any inconsistencies, and determine the impact of the pending lawsuit regarding this
property, ******** ** ******* **** *********** *** * ** ********* *******. Per our attorney, the
insured has not provided the requested documentation in regards to the lawsuit or text message
records that are required to fully evaluate the claim. A coverage decision has not yet been made, as
we are awaiting the requested documentation for a complete review.

Should you require additional information or wish to discuss further, please contact me via email at
******************* .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Customer response
05/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

********* *******
Customer response
05/14/2024
All the requested documents have been provided and now you people are just asking for the same things over again to prolong this process.
Business response
05/22/2024

May 22, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ********* *******
Insured: ********* *******
Date of Loss: January 10, 2024
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in response to the follow-up letter received in our office on May 15, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
to respond to the Better Business Bureau regarding the complaint filed by ********* *******.

Our investigation is complete. Our adjuster will be contacting *** ******* to arrange for payment
of the claim.

Should you require additional information or wish to discuss further, please contact me via email at
******************* .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Business response
05/22/2024
The response letter submitted today was not a duplicate. The letter today advised the investigation was complete, the adjuster will be contacting *** ******* to arrange for payment of the claim. As previously noted in my 4/26 letter, the examination under oath was conducted on 4/19/24.
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Towards the end of 2023, we were informed by our insurance broker that American Modern would not cover our motorcycle insurance. Our broker found a company that would. On February 20th, 2024, we received an installment scheduled from American Modern. I an our broker tried numerous times to contact the company. We were unable to contact them. I informed my bank. Because there were two different amounts, they picked one. On the date of the automatic withdrawal, funds were withdrawn. I went back to the bank and now they have a stop on any American Modern withdrawal. I think that this business should be investigated.
Customer response
03/22/2024
My insurance was canceled via my broker
She reached out and provided services to retain another insurance
She did
we accepted
Then in march we got the payment schedule
she and I were unable to contact the company
Funds were taken out of our account
The bank was able to recover those funds
Now there is a stop on American modern
Business response
03/26/2024
Good afternoon,
Are you able to provide us with a policy number or would the policy happen to be under a different name?
Sincerely,
Emmaline R*******
Customer response
03/29/2024
Better Business Bureau:

Policy number is *********. Policy is under my husband's name - ****** ********** ***

Regards,

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

Business response
04/05/2024
April 5, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ******* **********
Insured: ****** ********** ***
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing about the above inquiry received in our office on March 29, 2024. American Modern
Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to
respond to the Better Business Bureau regarding the complaint filed by ******* **********.

Upon receiving the complaint, the Company contacted the agency and the insured to explain what
document was needed, as we did not have any recent request to cancel on file. The Company
received the insured's new policy declarations on April 2, 2024. Consequently, the policy has been
canceled effective November 15, 2023, as insurance was placed elsewhere. A refund of $67.16 will
be mailed on April 5, 2024.

Should you require additional information or wish to discuss further, please contact me via email at
*******************.

Sincerely,

Emmaline R*******
Regulatory Compliance Project Manager
Customer response
04/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Please email me any questions
My broker has been in contact with American modern
Things are being straightened out
My only question is.
How come myself and my broker had not been able to reach anyone until I contacted the Better Business Bureau
Thank you

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

Business response
04/12/2024
April 12, 2024
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202

Attention: ***** ********, Marketplace Resource Consultant

RE: BBB Complaint #: ********
Complainant: ******* **********
Insured: ****** ********** ***
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** ********,

I am writing in response to the follow-up inquiry received in our office on April 10, 2024. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to
respond to the Better Business Bureau regarding the complaint filed by ******* **********.

The Company has no record contact prior to receiving this complaint. Our Customer Service
Department is open from 8 a.m. to 8 p.m. Eastern Time by phone at ###-###-####, click to chat
via www.amig.com/customer, as well as email at [email protected] .

Should you require additional information or wish to discuss further, please contact me via email at
*******************.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager

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