ComplaintsforAmerican Modern Property and Casualty Insurance Company

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Initial Complaint
06/16/2022
Complaint Type:
Billing 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.
H American Modern Home has laced my ***** **** credit report with a false entry. FCRA. Claim date 9/15/2014 Theft/C 0.00 paid. NOT MINE EVER. DELETE NOW! FCRA. **************** ***** ****************** ************* I never lived at **** * *** ***** *** ****** *********** ** *****. DELETE AT ONCE. Send me letter of deletion confirmation today.
Business response
06/24/2022
June 24, 2022
BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202

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

RE: BBB Complaint #: ********
Complainant: **** ********
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 June 16, 2022. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to
respond to the Better Business Bureau regarding the complaint filed by *** **** ********.

We are unable to assist with this complaint, we refer *** ******** to ********** to dispute any
erroneous records on her C.L.U.E. report. While we do have record of the referred to claim, our files
in no way link *** ******** to the loss. Furthermore, our claims data is only reported for
insurance purposes, not for use in credit reporting for it to show up on their NCF (National Credit
File). We’ve looked for any additional information that we can find through the ********** Data
Quality Center but are unable to locate anything for *** ********. As there is no data on our end
connecting *** ******** to the claim we are unable to correct the error, a dispute will need to be
filed with **********.

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 [email protected] .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Customer response
06/28/2022
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,

**** ********
6/28/2022
Dear Cincinnati BBB,
Nothing has been done by this company to delete from my C.L.U.E. report ***** *****. No letter of deletion that I request was provided. SCAMS. This company illegally laced my CRA credit repot with false entries FCRA.
I want a letter of deletion & proof ***** ***** deleted all fraudulent entries TODAY!
**** ********* ********
********************************
Initial Complaint
06/15/2022
Complaint Type:
Customer Service 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 sold my house in September 2021 and requested that my Agent cancel any insurance on the property. American Modern charged my credit card $144.00 in May. I informed my credit card company to challenge the charge, it was taken off my card. I sent American Modern a copy of my sales agreement showing my house was sold in September. I was again charged $144.00 on June 7th. When I contact them begging to cancel and refund my money the latest response I get is that it is under review with the underwriter. That is the last response I got. I have been dealing with this since May 13 They won’t cancel at my request and I have not owned the house for 9 months. I want them to refund my money and stop charging my credit card !
Business response
06/22/2022
June 22, 2022

BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant

RE: Consumer Complaint #: ********
Complainant: **** ******
Insured: **** ******
Policy Number: *********
Policy Type: Earthquake
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 June 15, 2022. American
Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to
respond to the BBB regarding the complaint filed by *** **** ******.

On June 15, 2022, the Company received *** ******** request to cancel and proof of sale from ***
******. *** ******** policy has been cancelled effective September 24, 2021, as requested. A refund of
$175.00 is schedule to be mailed to *** ******** mailing address **** ***** ***** **** *
*********** ** **********. The Company had provided this above information to *** ****** via an
ongoing email conversation with email address ******[email protected] .

I trust that our response and attachments will satisfy your inquiry. Should you require additional
information or wish to discuss further, please contact me directly at [email protected].

Sincerely,

Emmaline R*******
Regulatory Compliance Project Manager
Initial Complaint
05/30/2022
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.
In February of this year a blockage in my main pipe line caused a sewage back up and flooded my upstairs hall area and over half of my basement. I contact American modern it took them over a week to come out and let us know what to do, and after we finally got claim going they only covered so far for damage to our flooring in hall way. I have not gotten compensated for damage to basement flooring or damages to other personal property in the basement. I have reached out several times even going to the original writing agent to try and get this resolved and it has been a month and nobody has called us back or returned calls. I have my daughter helping me and at this time I'm having health issues and need to get this matter resolved. I want my claim to be paid out as the last email stated it was being reviewed and approve for payment.
Business response
06/03/2022
June 3, 2022
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: February 16, 2022
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 31, 2022.
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 *** *******’s claim on February 21, 2022 with a reported
date of loss of February 16, 2022. An inspection of the property found damage to the main level of
the home, and did not show any damage to the basement or any personal property. Payment was
issued for the damages covered by the policy on March 7, 2022. In response to this complaint, a
voice message was left for *** ******* on June 1, 2022. At this time, the adjuster has not received a
return call. The adjuster can be reached at ###-###-####.

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 [email protected] .

Sincerely,

Michelle P****
Regulatory Compliance Project Manager
Customer response
06/03/2022
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.
We have tired calling several times with still no response my daughter yesterday record evidence of the company sending us to voicemail. She called the company directly and was told by a Baily at ###-###-#### that she was sending a message to all the supervisors for anyone to call us. We have not got a response. We haven't even got a letter saying the claim was closed out the last message is saying it was approved.
Regards,

***** *******
Business response
06/17/2022
June 17, 2022
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: February 16, 2022
Claim Number: ********
Policy Number: *********
Company: American Modern Property and Casualty Insurance Company
NAIC Number: *****

Dear *** *****,

I am writing to follow up regarding the above claim and inquiry. On June 13, 2022, a supervisor
spoke with *** ******* and his daughter to discuss the claim for personal property that was
damaged in the basement. After review, a payment was issued on June 14, 2022 for the remainder
of the policy’s limit for water damage. No further coverage is available for this claim, and the
Company considers the above claim and inquiry to be resolved.

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 [email protected] .

Sincerely,

Michelle P****
Regulatory Compliance Project Manager
Initial Complaint
05/09/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a 1966 Ford Mustang GT that was insured through American Modern. I went to make a payment online for the due amount of 60 dollars. After payment was made it posted that the policy was canceled. I then spoke with customer service and they told me it is canceled,but i will get a refund in the mail. No refund came and so i called back. They now are telling me that no refund will be issued. I would like to receive my payment to a canceled policy.
Business response
05/13/2022
Please see the attached response.
Customer response
05/13/2022
****** ******** *******

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

******* *******
Initial Complaint
04/27/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Company has a claim on my record, yet paid nothing, used terrible tactics, bullied, pressured, and refuse to remove or pay. • I would like this claim removed • I have a police report that states it is not the tenants. • The property was destroyed by squatters • The police report is still in your possession as was needed, and with the **** • The adjuster was beyond unprofessional and aggressive • Upon seeing the needles and photos of demons, the adjusted stated, “this just needs elbow grease, I can give you 700.00 for the door, do you wish to proceed or leave it alone” I yelled that he wasted my time, and left. • As shown on ******, and from the sale, there is a 60,000.00 loss, I was offered 700.00 for. • I have attached the images below, that were part of the MLS, for after the police cleared the squatters that show the damage your adjuster say was not there. • while I was extremely nervous at the situation about a possible distant cousin this was not the case, again, as proven by the actual police. In the police report. • Adjuster informed me he would pay out 700.00 for the door, yet there is not only no pay out there is denial, whereas I never wanted to proceed with any action after his nose to nose interaction. I wanted nothing to do with your company, and I terminated the policy, as a result of his interaction. At this point, I would like a letter of experience with this discharged, and a happy customer I shall remain. Even given the loss and this rattling event from your adjuster, and your company. The fact I remember this, is how jarring your adjuster was, while I should have legal representation that day, I did not. As I had mentioned, I would like to avoid litigation, and have this removed. As mentioned, if we cannot come to terms with what had occurred, I will be using our legal team to not only pursue the claim, but the entire loss. I am willing to trade the loss, for the removal of this claim.
Business response
05/05/2022
Good morning,

We have attempted to find an active policy or claim for *** ********* and have been unable to locate one. Please provide a policy and/or claim number when possible.

Sincerely,

******** P****
[email protected]
Customer response
05/06/2022
To open the claim i needed to submit a police report. Not only do they say they never had the complaint it was literally part of the process.
They denied a claim, for covered damage of 60,000.00 and left me with a claim on my record for no reason for 730.00.

I am retaining litigation for this. But the squatters and vandalism was beyond repair and i sold the home for 12, 000.00 instead of 60-80 thousand.

This company needs to remove whatever they put on file for this 730.00 claim, or, we will go to court and i will seek the full claim, harm, damages, and more.
Business response
06/30/2022
June 30, 2022
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: April 11, 2018
Claim Number: ********
Policy Number: *************
Company: American Family Home Insurance Company
NAIC Number: *****

Dear *** *****,

I am writing in reference to the above inquiry. American Family Home Insurance Company
appreciates the opportunity to respond to the Better Business Bureau regarding the complaint filed
by ******* *********.

At this time, we have submitted a correction request to ********** to have the above claim removed
from *** *********** CLUE report.

I trust that this information satisfies your inquiry. Should you require additional information,
please contact me at [email protected] .

Sincerely,

******** P****
Regulatory Compliance Project Manager
Customer response
07/01/2022
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
04/17/2022
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 purchased insurance from American Modern Insurance co. I was told FROM THEM that I had theft insurance up to $ 40,000.00 on my belonging. In November 2021, I got robbed. Case # ** ** ** ***, police phone # ###-###-####. When I reported the theft to the insurance (claim # ********) I was told that I do NOT have insurance for theft. I have personal property on my policy, and called and gave them my policy #*********** an the girl and her supervisor said that I was told a mistake, and that I do have insurance for theft. I want the money for the things that were stolen from me plus or minus about $ 40,000.00. I was told that I had insurance for it, two times from American Modern, these calls should be on their recordings. I do not remember who I spoke to, why should I, I NEVER figured something like this would happen. You call up your insurance and give them your policy number and they tell you what insurance you have, why would you question it, or write down names. You believe that they know what they are doing.
Business response
04/25/2022
April 25, 2022
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: November 1, 2021
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 April 18, 2022.
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 a theft loss at the insured property on
December 29, 2021 with a reported date of loss of November 1, 2021. The policy insuring the
seasonal property is a Named Peril policy, meaning that in order for coverage to exist, the loss must
be the result of a Named Peril listed in the policy provisions. As “Theft” is not a peril listed in the
policy provisions, the claim was properly denied for any theft loss. The adjuster is continuing to
work with *** ****** on whether any property was damaged by Vandalism & Malicious Mischief,
which is a peril covered by the policy.

Regarding *** ******** statement that his agent advised specifically that he had Theft coverage, the
Company reached out to the agent who indicated he does not recall discussing this coverage with
*** ******. Should *** ****** with to add this coverage to the policy, he can reach out to his agent
to discuss.

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 [email protected] .

Sincerely,

Michelle P.
Regulatory Compliance Project Manager
Customer response
04/26/2022
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.

On Wednesday, Jan. 19, 2022 a Mr. Jeffery F. contacted me about the theft at ***** ****** **** **** *** ****** *** ****** ****. He said that he was the claims adjuster, for Claim **********.

Shortly after this I called American Modern Insurance, gave them my policy number & claim number. I was told by the woman on
the phone AND her supervisor that I was covered for what was STOLEN on my property. I was told that I DO HAVE THEFT
INSURANCE ON MY POLICY.

They SHOULD HAVE A RECORDING OF THIS CALL. These ladies were positive, I did NOT think that I should have to
remember their names, because why would I, but I’m sure that it is recorded.

I then met Mr. F. at ***** and we went to the police station also. They are to give us a report when they are done. At that time it
was still open.

I do not know the “ins and outs” of insurance, that is why when I call an insurance company and give my policy number and they
say, along with their supervisor that I have something. I believe them. Then IF something happens, I do NOT expect it to blow up in
my face. The insurance company can NOT tell you that you are covered for something, then when you need them, say that you are
NOT!!

Regards,

***** ******
Initial Complaint
04/06/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased and paid for a policy through Shane Hard Allstate on March 30th 2022. The agent then sent me an application to sign. The application mis-stated physical facts about the property, including it's distance from the ocean and whether it was built on stilts. Both of these facts were known to the agent when she gave me the quote. When I told her the application was wrong, she emailed me back that the underwriter was now not going to issue the policy. She told me I would receive a refund but couldn't say when. The next day she told me it was take 14 days. This week she told me it would take 14 days from now, so a total of 21 days. The fact that the agent using your name is quoting based on such obviously incorrect applications, and the fact that I am being made to wait 3 weeks for a refund, is unacceptable.
Business response
04/12/2022
Please review attached response.

Thank you.
Customer response
04/13/2022
****** ******** *******

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

********* *****
Initial Complaint
03/02/2022
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 sent a renewal that was not forth coming. They made it look like if I did not sign the papers my insurance would be cancelled. I have an insurance broker and they know that and they never sent this renewal to my broker. The renewal was changing my policy to less coverage. I was unaware of this with the way they disguised the renewal. I assumed they sent the renewal to my broker who would advise me if anything needed to be addressed. I had a pipe in my vacation home with 100,000 in damage had they not sneakily changed my policy in April my damage would have been covered 100% but it was only cover for 10,901. They have done this to all of their customers. My broker called his customers and 75% of his customers were unaware that they did this. When he spoke with someone at American Modern he was told 1 in 20 of the customers didn't know what they had signed. This is a disgrace.
Business response
03/09/2022
March 9, 2022
BBB Serving Southern OH, NKY, SE IN
1 E. 4th, Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant
RE:: Consumer Complaint #: ********
Complainant: ****** *****
Insured: ****** *****
Policy Number: *********
Policy Type: Homeowners
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 March 3, 2022. American Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity to respond to the BBB regarding the complaint filed by *** ****** *****.
As background, American Modern Insurance Group, Inc. (the “Company”) is consolidating its primary personal lines business nationwide into a single insurer, American Modern Property and Casualty Insurance Company (“AMPC”). As part of this process, AMPC begins writing new business in a state, and later, the Company begins migrating the business in its legacy insurers, such as American Modern Select Insurance Company (AMS), to AMPC. *** ******* 2021 to 2022 AMPC policy is a result of the migration. A nonrenewal was issued for *** ******* prior policy *************, due to the product no longer being offered.
With the April 15, 2021 – April 15, 2022, policy offer, the policy moved from an ***** product in AMS, to our new upgraded Homeowners Flex product in AMPC.
The previous ***** product was a named peril form, which does not include Water Damage coverage in the base policy. Optional Water Damage coverage was available for purchase via the Enhanced Coverage Endorsement, but only at a sub-limited amount. *** ******* policy did not have that endorsement and had no Water Damage coverage in the previous ***** product. The Homeowners Flex product is an HO-3 all risk/open peril form, which does include Water Damage coverage in the base policy. Policies such as this one that had no Water Damage coverage in the previous ***** product were provided a 5% Water Damage limit with the move into Homeowners Flex, which was an increase in coverage. This  resulted in the $10,901 limit that this policy had during the April 15, 2021 – April 15, 2022, policy term.
Many other additional coverages are now included in the base policy with the upgrade to Homeowners Flex that would not have been covered in the base policy for the previous ***** product. For example, the Enhanced Coverage Endorsement mentioned above that could have been purchased to provide Water Damage coverage would have also provided additional coverages including Falling Objects, Weight of Ice, Snow or Sleet, and Collapse. Another example is Theft coverage, which is now included in the base policy, but was an optional endorsement in the previous product. The Medical Payments to Others per occurrence limit also increased from $10,000 to $25,000 and the Damage to Property of Others limit increased from $250 to $1,000 with the upgrade.
For more information on the coverage changes that occurred with the upgrade to Homeowners Flex, please see the attached Pennsylvania Important Notice Homeowners Summary of Policy Changes, which accompanied *** ******* Homeowners Flex policy offer.
In summary, there was no Water Damage coverage during the April 15, 2020 – April 15, 2021, policy term in the ***** product. The Water Damage coverage was increased to 5% of the Coverage A Limit, which equates to $10,901, with the first policy offer in the Homeowners Flex product for the April 15, 2021 – April 15, 2022, policy term. A policy change was made on December 10, 2021, to increased Water Damage to full coverage.
I trust that our response and attachments will satisfy your inquiry. Should you require additional information or wish to discuss further, please contact me directly at [email protected].
Sincerely,
Julie L*****
Regulatory Compliance Project Manager

Customer response
03/14/2022
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,

****** *****
Business response
04/05/2022
April 5, 2022

BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant

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

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

I am writing in reference to the above follow-up inquiry received in our office on March 29, 2022.
The investigation of this claim and policy is still ongoing. Once concluded, we will provide a follow-
up response. In the interim, should you require additional information or wish to discuss further,
please contact me directly at [email protected] .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager

Customer response
04/26/2022
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.
I believe the companies practice was deceitful. My lawyer has sent them a letter. I will be contacting an insurance attorney as well. When my attorney read their policy he said it was not straightforward.
***** ** ********* **** ** ****** ***** * ********** ** ***** * ************


March 15, 2022

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

RE: Insurance Claim with American Modern Property and Casualty Insurance Company

Dear Sir / Madam:

I am writing on behalf of my client, ****** *** ****** ***** (the “*******)”), regarding the deceptive and improper handling of a homeowners insurance policy and subsequent claim. The ****** purchased a homeowners insurance policy, through an insurance agent, for a property that they currently own at ** ****** ***** ************* ** **********. The agent, who they worked with directly, is affiliated with ***** ***** ********* ***** ***** ****** ***** ***** ********** ********* ** ***** (Phone # ###-###-####). The homeowner’s insurance policy is with American Modern Property and Casualty Insurance Company (“American”), and has a policy period from April 15, 2022, through April 15, 2022. The policy number is ***************.

The ****** contracted with American to insure their property for the last several years. The insured property is a second home and the ****** have always kept the insurance coverage at sufficient levels to cover expected risks, given that they were not present there all the time. The Declaration Page of the insurance policy with American listed coverage on the dwelling to a limit of $218,015. The dwelling portion of an insurance policy generally protects the structure of the home, both internally and externally. For example, if a storm drives a tree into the dwelling, it is a covered event. If a water pipe bursts and damages flooring, ceilings, walls, kitchen cabinets, this is also a covered event under the dwelling portion of the policy. Homeowner insurance policies generally cover water damage as the result of a sudden, unexpected occurrences like a burst water pipe.

In January 2021, the ****** received a card from American stating that if they did not sign and return, their policy would be cancelled at the end of the term (April 15, 2021). The same notice was not sent to their insurance broker. The ****** signed the notice and returned it to American. On February 9, 2021, the ****** received a cancellation notice from American stating that they no longer carry this type of policy, offering a revised policy. Again, their broker did not receive the same notice to be able to advise of the changes. The broker told the ****** that they were not alone in the action taken by American and that more than 90% percent of his clients were subject to the same policy actions. The new policy insures water damage to a limit of $10,901. The Section 1- Exclusions portion of the policy defines “water damage” as (a) flood, surface water, waves, tidal water, overflow of a body water, or spray from any of these, whether or not driven by wind; (b) water that backs up through sewer or drains, or (c) water below the surface of the group, including water that exerts pressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure. Clearly, water damage from a burst pipe does not fall under this exclusion. Instead, a burst pipe would be covered under the “dwelling” portion of the policy (unless specifically excluded).

On October 18, 2021, the ****** filed a claim (claim #********) with American. A water pipe burst and flooded the house resulting in extensive damage (including mold). The cost to repair the damage exceeded $100,000. American only covered about $10,901 of the damage leaving the ****** to cover the rest. The pipe burst suddenly and unexpected. No action or inaction on the part of the ****** contributed to the pipe bursting. The pipe did not burst because it was frozen, nor did it fail through lack of maintenance. Moreover, the water damage was clearly caused by a sudden or unexpected occurrence and not as a result of any of the reasons included in the definition of “water damage” listed in the policy.

After many calls and meetings between American and the broker, American was steadfast in not fully honoring the claim. As progress further deteriorated, the broker took action to ensure the ****** had adequate coverage. The broker instructed American to increase the water and mold coverage back up to sufficient levels. The additional cost of this was approximately $36 per year.

American engaged in deceptive practices regarding the coverage included in the policy that eventually led to the ****** to incur out of pocket costs relating to the damage in excess of $90,000. American deceptively stated they would no longer provide the same coverage the ****** had and that their policy would be terminated if they did not sign the documents, which were to ***** the coverage. When this coverage was *****ed, a claim occurred and American did not make the ****** whole. Instead, American only paid a portion ($10,901) of the claim pursuant to the “water damage” coverage in the policy. The claim should be fully covered under the “dwelling” portion of the policy as is customary in the occurrence of a burst pipe.

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

****** *****

Business response
05/19/2022
May 19, 2022

BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant

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

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

I am writing in reference to the follow-up inquiry received in our office on May 13, 2022. As stated
in our previous response, there was no Water Damage coverage during the 2019-2020 or 2020-
2021 policy terms in the ***** product. The previous ***** product was a named peril form,
which does not include Water Damage coverage in the base policy, no additional water coverage
was purchased. The AMS ***** product is no longer offered.

With the April 15, 2021 – April 15, 2022, policy offer , the policy moved from an ***** product in
AMS, to our new upgraded Homeowners Flex product in AMPC. The Water Damage coverage was
increased to 5% of the Coverage A Limit, which equates to $10,901. *** ***** accepted this offer.
As for the claim made by the ******, they were paid their fully policy limit of $10,901 for the water
damage portion of their claim on October 25, 2021. This payment was reissued on January 25, 2022
and mailed directly to their lienholder to help expedite the process, and has since cleared.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Business response
05/27/2022
May 27, 2022

BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant

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

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

I am writing in reference to the follow-up inquiry received in our office on May 20, 2022. The 2021-
2022 AMPC policy offer was accepted when payment was applied to the policy on April 7, 2021. A
hard copy of *** ******* policy was not mailed to her agent. There is no requirement pursuant to
** **** ***** *** **** , that the agent be sent hard copies of the insureds’ non-renewal and/or new
coverage offerings. Regardless, the agent has access to the insureds’ coverage information at any
time via our policy center.

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Business response
06/16/2022
June 16, 2022

BBB Serving Southern OH, NKY, SE IN
1 E. 4 th , Suite 600
Cincinnati, OH 45202
Attention: ***** *****, Marketplace Resource Consultant

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

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

I am writing in reference to the follow-up inquiry received in our office on June 10, 2022. A hard
copy of *** ******* policy was not mailed to her agent. There is no requirement pursuant to ** ****
***** *** **** , that the agent be sent hard copies of the insureds’ non-renewal and/or new coverage
offerings. Regardless, the agent has access to the insureds’ coverage information at any time via
our policy center. In addition to policy center access, the agent received the following downloaded
policy information for the ******* policy:
• 1/23/2021 – Renewal Policy Notification
• 2/9/2021 – Renewal Policy
• 3/31/2021 – Renewal Reminder
• 4/7/2021 – Renewal Policy

Sincerely,

Julie L*****
Regulatory Compliance Project Manager
Initial Complaint
01/24/2022
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.
In 2018 I had a policy with homesite by Progressive insurance that was in effect on 3 / 1 / 2018 - 5/25/2018 for property address: **** *** **l ****** **** *** ****** ** ***** * also have a policy with was sold by Homesite for American Modern that started on 10/12/2018, but should have started on 5/25/2018. I received a letter from my US Bank stating that I am missing coverage 5/25/2018 - 10/12/2018. This coverage was to be through American Modern. Please make the correction so that there is no gap in coverage and send me the receipt. Also, please send me your name, direct phone number, direct email address, fax number, and best time to reach you. Thank you for your time and I loo forward to hearing from you.
Business response
01/28/2022
Please see the attached
Initial Complaint
01/17/2022
Complaint Type:
Customer Service 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 a claim with this company. I'm looking for my medical bills to be paid. I sent bills to this company for 2 months. This incident happened on 10/01/2021. This company is giving me the run around as if they don't want pay for my medical bills. I wrote 2 demand letters. This company is in Cincinnati , OH!
Business response
06/30/2022
June 30, 2022
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: October 1, 2021
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 22, 2022.
American Modern Property and Casualty Insurance Company (“the Company”) appreciates the
opportunity to respond to the Better Business Bureau regarding the complaint filed by Ms. Brandi
******.

The Company received notification of the above liability claim on October 4, 2021, with a reported
date of loss of October 1, 2021. Contact was made with *** ****** on October 7, 2021. The claim
was settled on March 7, 2022, payment was issued and a signed and notarized Release of All Claims
document was returned to the Company on March 10, 2022. No further correspondence has been
received from *** ****** since the claim was settled. The Company considers this matter to be
resolved.

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 [email protected] .

Sincerely,

Julie L*****
Regulatory Compliance Project Manager

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