ComplaintsforHomeFirst Agency, Inc.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business offers payment plans but it is very difficult to make a payment to them. There web site is poorly managed and their pay by phone does not work, they are not available most of the time nor do they have voice mail. I paid them monthly but on Dec 29th I paid 371. 96 payment as stated on their pay by phone which posted to my credit card. This was suppose to be final payment according to the phone payment line. They never posted this to my account. It did post to my credit card though. Now I am not able to verify if I have any insurance on my home. There is a new bill but it does not indicate what they did and it’s very sloppy their accounting. I would like to know where my money is and they need a better customer service especially with communication on ones coverage.

  

  Business response

  01/22/2024

  We apologize on behalf of HomeFirst Agency Inc if Ms ******** experience with our Agency or payment systems were less than satisfactory. Businesses do experience times where third parties may have issues but Ms ****** has been assured, in a recent conversation with one of our Agents that her payment was received and was posted to her account on 01/03/2024. Her policy is paid in full from 07/01/2023 to 07/01/2024 policy period.
  
  HomeFirst has taken Ms. ******** suggestions and noted them for future reference as we strive to always make improvements to processes, hours and systems. Upgrades are always coming in the future and just take more time than we would like. We thank Ms. ****** for her business and hope she will remain a HomeFirst customer in the future.

  We encourage her to contact our office if there is any further issue pertaining to this matter and we'll do our best to resolve it.

  

  Business response

  01/23/2024

  Date Sent: 1/22/2024 3:14:47 PM
  

  We apologize on behalf of HomeFirst Agency Inc if Ms ******** experience with our Agency or payment systems were less than satisfactory. Businesses do experience times where third parties may have issues but Ms ****** has been assured, in a recent conversation with one of our Agents that her payment was received and was posted to her account on 01/03/2024. Her policy is paid in full from 07/01/2023 to 07/01/2024 policy period.
  
  HomeFirst has taken Ms. ******** suggestions and noted them for future reference as we strive to always make improvements to processes, hours and systems. Upgrades are always coming in the future and just take more time than we would like. We thank Ms. ****** for her business and hope she will remain a HomeFirst customer in the future.

  We encourage her to contact our office if there is any further issue pertaining to this matter and we'll do our best to resolve it.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this mobile home few months ago. I had to make a insurance claim. I been sending in quotes to get bathroom mold issue fixed but insurance is acting like they don't want to. They want quote broke down to penny which contractors will NOT do. They have a way they do there job and papers. I've told this insurance company multiple times these companies will not do it their way. Either they need to pay to get this mold out of here and let the workers do their job or I want out of this contract and leave. This mold smell is too bad it makes me sick at times and my cats. I can not live in a moldy home that smells so bad. They need to do their job and understand these places can not and won't write what they want to. I'm fed up and tired of going back and forth with the insurance. I'm ready to move out instead of smelling and getting sick because they don't want these companies doing their jobs.

  

  Business response

  12/21/2023

  December 21, 2023
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ***** ******** the insured. Our company provides coverage to Ms. ********* Mobile Home under a Home Service Contract, administered by Home First Agency, Inc., providing coverage to the dwelling, other structures, personal property, personal liability, medical payments to others and damage to property of others.
  
  Please accept this correspondence as our company’s response to the Complaint filed by Ms. ******* with your Department, wherein she expresses dissatisfaction with the claim settlement.
  
  By way of background, the claim was reported on October 24, 2023, with a date of loss of October 18, 2023, under the cause of loss, water. An adjuster was assigned to the claim for adjudication and an Independent Adjuster (IA) was requested to perform an on-site inspection. On the same day, the adjuster contacted Ms. ******* to complete the initial call. During the call the adjuster and Ms. ******* discussed the facts of loss, policy coverages, and claim process. The call was followed by an acknowledgment letter. 
  
  Moreover, the inspection was completed on October 31, 2023, in which the IA found the proximate cause of loss to be water damage from a hidden water supply line leak, affecting the following: waster bathroom flooring, subflooring and vanity.
  
  Subsequently, on November 8, 2023, the adjuster finalized the claim and  contacted Ms. ******* to go over the settlement details. Accordingly, the payment was issued as a check that was mailed along with the explanation of benefits (EOB) letter.
  
  On November 14, 2023, the adjuster spoke with Ms. ******* wherein Ms. ******* explained that her contactor’s estimate was above the amounts estimated by the IA. During the call the adjuster requested Ms. ******* to submit her contactor’s estimate for a supplemental review. Later, on the same day, upon review of the contractors estimate, the adjuster contacted Ms. ******* and requested to resubmit detailed/ itemized contractors estimate for the adjuster to be able to review it for a supplemental payment.
  
  Thereafter, on November 17, 2023, the adjuster spoke with Ms. ******* where Ms. ******* expressed her dissatisfaction with the settlement amount as she was unable to find a contractor to do the repairs for the amount of the settlement provided. The adjuster explained Ms. that the policy provides coverage for the repairs with like kind materials and that the code upgrades were not covered per mobile home policy provisions.
  
  Furthermore, on November 21st and 27th, 2023, Ms. ******* spoke with the customer service representative where it was reiterated to Ms. ******* that to be able to review the claim  for a supplemental payment Ms. *******  needs to submit a copy of the itemized contactors estimate for the adjuster’s review.
  
  On December 7th and 8th , 2023, the adjuster communicated with Ms. ******* via email explaining that they were still pending copy of the itemized contactors estimate to be able to review the claim for a supplemental payment.
  
  In addition, on December 8, 2023, the adjuster sent a request to the IA  to complete the re-inspection of the damages as contactors estimates provided are well above the IA estimate.
  
  Based on the foregoing facts and circumstances, this claim was handled in accordance with the provisions and conditions of the policy and our company has satisfactorily communicated with Ms. ******* regarding the claim. Currently the claim is pending the re-inspection report from the IA and an itemized estimate from Ms. ********* contactor. Once the necessary documentation  is received, the adjuster will review it and contact Ms. ******* with the outcome.
  
  I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  
  
  Sincerely,
  
  
  Compliance Specialist
  Global P&C Claims
  
  800-358-0600
  

  Customer response

  12/30/2023

  Still haven't came up with a resolution yet. Had a 2nd Inspection but still nothing has been done. Contractor met with adjuster but yet still something needs to get done.  As I stated before this smell is ridiculous and I am not going to continue dealing with this. Knowing it is a emergency in a way they would be on top of it but nope they talking their time. This issue needs to be taken care of.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work for the Federal Government, and is one of the Remote workers in Nevada, the claim was filed 10/9/2023, and Southwest Adjusters did their work to look at the home for the Insurance company. Since this time the Insurance company never gave me an answer about the home fix, I mentioned to the Insurance that I have been staying in a hotel working since August 2023, I am not saying they have to address this, however they never give an answer about fixing the house. I did speak to the adjusters on 11/20/2023 and they informed me that on 10/20/2023, they reported to the insurance company that they had nothing further to discuss about any more house findings, I called the Insurance yesterday and told them what the Inspectors told me, and the person I spoke to *** ******** said he had made a mistake and was inquiring to the wrong place for the adjusters.

  

  Business response

  12/05/2023

  This claim was paid and the insured is pleased with the outcome.  The response should have been sent by the underwriter of the policy, but our Agency has spoken with the insured and made payment.  We are unaware of any further issues and will respond to the insured if needed.  Thank you.

  

  Business response

  12/06/2023

  This will acknowledge receipt of your inquiry submitted on behalf of our insured, ***** ********  American Bankers Insurance Company of Florida (“ABIC”) insures Ms. ********* property under a Specialty Homeowners Program policy.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by Ms. ******* with your Bureau wherein she expresses dissatisfaction with the claim handling by Home First Agency, an authorized agent of ABIC. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, the claim was filed on reported on October 2, 2023, with a date of loss of November 15, 2022, due to water-related damages.  ABIC assigned Claim No. 202333462 to the loss, an adjuster for review, and an Independent Adjuster (IA) for inspection.  Upon receipt of the assignment, the adjuster spoke with Ms. ******* regarding the claim process, pending inspection, and policy coverages.
  
  The inspection report was received on October 20, 2023; however, the cause of loss and date of loss was unable to be verified without the mitigation documents from the company that was completing work at the time of the loss, which were requested from Ms. *******. 
  
  An attorney letter with the mitigation documents were received on November 3, 2023.  The attorney was representing the mitigation company that was completing work at the time of the loss.  Unfortunately, the letter listed a different insurance company and date of loss; therefore, the adjuster spoke with the attorney and requested that the letter of representation be updated, and documentation resubmitted.
  
  After receiving the necessary information from the contractor, the adjuster was able to complete a claim decision on November 27, 2023.  As such, a check for the damages was issued to Ms. ******* and Vanderbilt Mortgage and Finance.
  
  Based on the foregoing, ABIC has amicably processed Ms. *******’s claim.  At ABIC, we take every claim and concern from our insureds very seriously.  As always, we are available should Ms. ******* require additional support. 
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244, extension 4032262.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid homefirst insurance agency since 2003 when I bought my home .I filed a claim in 2009 which a total roof replacement was granted from wind damage which blew shingles off the roof exposing the decking in some areas which caused ceiling damage in one room . In 2009 an agent of Clayton homes inspected the work after it was completed signed off on the check that was paid to the contractor.Now in 2023 I filed a claims m for hail damage and was told that the damage was caused from not completing the repairs in 2009 and the new damage was a result of not completing the initial repairs I was told that I needed to produce a invoice from 2009 for them to reconsider my claim ,I haven’t been able to find my invoice from the repairs or locate the business that completed the repairs because the company moved to another city and assumed another name but on google earth a photo is available that shows a undamaged roof that is a different color from the one that was on the house when bought also the new damage to my ceiling is in a different room and was not listed on the original claim . This company has insured this house to this date but now refuses to pay the claim and in 14 years since the original claim in 2009 questioned the roof repair

  

  Business response

  11/13/2023

  Dear **** ********
  
  This will acknowledge receipt of your inquiry submitted on behalf of our insured, ****** ******. Our company insures Mr. ******** property under a Homeowners Plus Program (mobile home policy) administered by Home First Agency, an authorized agent of our company.
  
  Please accept this correspondence as our response to the Complaint filed by Mr. ****** with your Bureau wherein, he expresses dissatisfaction with the claim decision. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, Mr. filed a claim on October 6, 2023, with a date of loss of September 23, 2023, due to hail. Our company assigned an adjuster for handling and an Independent Adjuster (IA) for an on-site inspection. On October 9, 2023, initial contact with Mr. ****** was completed in which the adjuster confirmed the cause of loss and claim process. Thereafter, on October 20, 2023, the on-site inspection was completed in which the IA found the proximate cause of loss to be hail damage. However, the IA also found incomplete repairs from previous roof claim(s) which caused ensuing long-term damage to the interior. The IA completed their report and submitted the information to the adjuster for review.
  
  Consequently, on October 24, 2023, the adjuster contacted Mr. ****** with the claim denial for long-term damage. The adjuster informed Mr. ****** he could submit proof of prior repairs completed for the claim to be re-reviewed. The call was followed by a denial letter with the applicable policy language.
  
  Upon receipt of the requested information, the claim file was re-opened, and the estimate was updated accordingly to allow for interior damages. As such, on October 31, 2023, the adjuster contacted Mr. ****** with the claim settlement. The settlement was issued as a check and mailed along with a copy of the explanation of benefits letter.
  
  Based on the foregoing facts and circumstances, this claim was handled in accordance with the provisions and conditions of the policy and our company has satisfactorily communicated with Mr. ****** regarding the claim outcome. As an amicable resolution has been met, we respectfully ask for this Complaint to be closed.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  Sincerely,
  
  
  Sr. Business Unit Compliance Specialist
  Global P & C Claims
  Phone Number: 1-800-358-0600
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was damaged in a hail storm insurance is saying that they will only fix the siding that is broken and that the west wall will have old and new siding on it even though the house is 6 years old and the siding will not match due to age. They are saying that they will not replace the gutters on the south side since the dents in the gutters are cosmetic. Insurance is supposed to fix everything the way it was previous to the storm however previous to the storm all 4 walls were the same color and there was NO dents in the guttering. I would like all 4 walls and the gutters replaced to the condition they were in prior to the storm

  

  Business response

  11/08/2023

  November 8, 2023
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ***** *******, the additional insured. American Bankers Insurance Company of Florida (“ABIC”) provides coverage to *** ********* Mobile Home under a Home Service Contract, administered by Home First Agency, Inc., providing coverage to the dwelling, other structures, personal property, personal liability, medical payments to others and damage to property of others.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by *** ******* your Department, wherein she expresses dissatisfaction with the claim settlement.
  
  By way of background, the claim was reported on July 17, 2023, with a date of loss of July 17, 2023. ABIC assigned Claim No.: *********, to this claim, which was reported under the cause of loss, hail. An adjuster was assigned to the claim for adjudication and an Independent Adjuster (IA) was requested to perform an on-site inspection. On the same day, the adjuster contacted *** ******* to complete the initial call. During the call the adjuster and *** ******* discussed the facts of loss, policy coverages, and claim process. The call was followed by an acknowledgment letter. 
  
  Moreover, the inspection was completed on July 19, 2023, in which the IA found the proximate cause of loss to be wind/hail, affecting the following: front elevation (gutter pan, downspouts, windows, storm door, skirting, light fixture), right elevation (fasia, window, skirting), rear elevation (gutter pan, downspouts, window bead, dryer vent cover, siding), left elevation (skirting vent), interior ( shattered glass in the carpet from the broken windows in the living room, bedroom 1 and master bedroom), laundry room (glass on the countertop), fence.
  
  Subsequently, on August 7, 2023, the adjuster finalized the claim and issued the payments for the damages to the main dwelling and the fence as checks that were mailed along with the explanation of benefits (EOB) letters. As such, on August 10, 2023, the adjuster contacted *** ******* to go over the settlement details. 
  
  On October 6, 2023, *** ******** contractor submitted their estimate for the supplemental review. Shortly after, on October 9, 2023, the adjuster spoke with *** ******* where  expressed her concerns regarding the siding matching. The adjuster advised that per mobile home policy provisions they will not be able to provide coverage for undamaged materials due to matching.
  
  In addition, on October 10, 2023, the adjuster attempted to contact *** ********* contractor, however, as the contractor was unavailable the adjuster left a detailed voice message acknowledging the receipt of the estimates and requesting to allow time for review.
  
  Thereafter, on October 25, 2023, the adjuster contacted *** ******* and advised that the IA will be contacting Ms. ******* to coordinate the re-inspection of the damages due to the discrepancies
  found in the contractors estimate and to account for any damages that might have been missed during the initial inspection. The adjuster explained again to *** ******* that if the additional siding was not damaged, they would not be able to cover the additional repairs due to matching.
  
  On November 2, 2023, the adjuster spoke with *** ******* and informed that the IA is working with *** *******’s contractor to come to an agreement on the repair estimate. Shortly after, on November 6, 2023, the adjuster contacted *** ******* and advised that IA is trying to get in contact with the contractor to discuss the window portion of the claim, wherein *** ******* advised she will relay this information to the contractor and request them to get in contact with the IA.   
  
  Based on the foregoing facts and circumstances, this claim was handled in accordance with the provisions and conditions of the policy and ABIC has satisfactorily communicated with *** ******* regarding the claim. Currently the claim is pending the supplemental report for the IA. Once the supplemental report is received, the adjuster will review it and contact *** ******* with the outcome.
  
  I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  
  
  Sincerely,
  
  **** ****
  Compliance Specialist
  Global P&C Claims
  [email protected]
  800-358-0600

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a claim for roof damage 8-31-2023. They sent the adjuster out and his report said damage was due to non maintenance of roof. I had 2 prior claims for roof damage they denied saying I had to have someone go on my roof once a year to have vents resealed to prevent water from getting in. I have done that every year since and still have damage to my roof to where the whole roof needs repaired and Homefirst will not pay on the claim saying it's a maintenance issue. There failure to honor claims is very disappointing.

  

  Business response

  10/02/2023

  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from
  ****** ******-********, the insured.  American Bankers Insurance Company (“ABIC”) insures Ms. ******-********’s property under the above-captioned Homeowner’s Plus Program policy.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by Ms. ******-******** with your Bureau wherein she expresses dissatisfaction with the claim decision by Home First Agency, an authorized agent of ABIC. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, the claim was reported on August 31, 2023, with a date of loss of August 30, 2023, due to roof damages caused by a storm.  ABIC assigned Claim No. ********* to the loss, an adjuster for handling, and an Independent Adjuster for inspection.  Upon assignment of the claim, the adjuster spoke with Ms. ******-******** regarding the claim process and policy coverages.
  
  An inspection of the home was completed, which found won sealant on the roof vents and chimney, as well as interior damages and areas of the roof which were overlapping from prior losses.  As a result, the claim was closed as a denial on September 12, 2023, citing the claim closure due to Gradual rainwater leakage to the interior of the dwelling due to wear, tear, and deferred maintenance at the roof.  There were also incomplete repairs to previously claimed damages with ABIC (Claim No.’s 202315536 and 202205983.)  The adjuster informed Ms. ******-******** of the worn sealant not being covered due to it being a maintenance issue and the roof damages denied as the previously claimed damages had not been repaired prior to the loss.  The adjuster was advised that proof of repairs to prior damages would be provided; however, they have not yet been received.
  
  Following the receipt of the complaint, the adjuster spoke with Ms. ******-******** regarding the claim decision, reiterating the denial reason.  The adjuster further explained the policy’s coverage of only direct, sudden, and accidental damage.
  
  In summation, we have communicated to Ms. ******-********, in detail, our position and reasoning with this claim. At ABIC, we take every claim and concern from our insureds very seriously.  Although we sympathize with Ms. ******-********’s dissatisfaction with the present claim decision, we are unable to change our position.  ABIC welcomes Ms. ******-********’s proof of prior repairs for further evaluation.  As always, ABIC remains available should Ms. ******-******** require additional support.
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244.

  

  Business response

  10/13/2023

  
  October 13, 2023
  
  This will acknowledge receipt of your recent letter of inquiry dated October 03, 2023, wherein
  you are requesting an update to the status of the claim referenced above. Please accept this
  correspondence as ABIC’s status response to Ms. ******-********’s claim and request for assistance from your Bureau.
  
  It is our understanding that Ms. ******-******** is requesting coverage under claim # *********. Our claims decision will stand as a denial as the loss was not a result of a covered peril under Ms. ******-******** mobile home policy.  Our claims investigation revealed the loss was due deterioration and lack of maintenance to the roof which is not a covered peril in the policy.
  
  Based on the foregoing, ABIC has complied with its contractual obligations and has satisfactorily
  communicated with Ms. ******-******** regarding her concerns. Although we sympathize with Ms. ******-******** dissatisfaction with the present denial, we are unable to change our position.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 1-800-358-0600, Ext: 4034086.
  
  Sincerely,
  ******** *****
  Complaint Specialist
  Global P&C Claims
  Humberto.*****@assurant.com
  1-800-358-06004 – Ext: 4034086

  Customer response

  10/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: I still feel this company does not meet the expectations of their customers. It is sad that they are able to make money off consumers while we lose money. I will never do business with them again nor will I recommend them to anyone.
  
  Sincerely,
  
  ****** ******-********

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mold in my home in 3 different rooms and my home is not even 2 years old they said because of nails bent or broken but no harm is done to my roof. I said can I see pictures that ur investigator/adj took or the notes their answer no I said I have asthma and have been in the hospital I'm allergic to mold my policy states mold would be taken care of condescending and not caring he said yes but withing certain circumstances I said this is no fault of ours mold is in our house I need it repaired he said it's nothing we can do about it we have a 5yr warranty and insurance he said nothing we will do about it

  

  Business response

  09/12/2023

  September 12, 2023
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** ******, the insured, American Bankers Insurance Company of Florida (“ABIC”) provides coverage to *** ******* Mobile Home under a Home Service Contract, administered by Home First Agency, Inc, providing coverage to the dwelling, other structures, personal property, personal liability, medical payments to others and damage to property of others.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by *** ****** with the Bureau, wherein she expresses dissatisfaction in the denial of the claim.
  
  By way of background, the claim was filed on August 18 2023, with a date of loss of August 17, 2023. ABIC assigned Claim No.: 202328558, to this claim which was reported as Wind loss. An adjuster was assigned to the claim for review of claim documents and an Independent Adjuster (IA) for a property inspection.  On August 18, 2023, the adjuster made initial contact with *** ****** wherein they discussed he facts of loss, deductible, coverage’s, exclusions, and timeline expectations.
  
  On August 18,2023, a property inspection was completed by an independent adjuster (IA) from Great Southern Adjusting.  The adjuster’s inspection revealed that the home had water/mold stains on the ceilings in several rooms. A roof inspection was completed wherein it revealed no missing or damaged tabs on either slope. All the ridge shingles were in place and sealed.  The Independent Adjuster did find a few nail pops and several exposed nails that could be allowing the water to enter. On August 24, 2023, the claim was denied and closed without payment as our claims investigation revealed the damage to the dwelling was a result of consequential rainwater leakage due to wear, tear, and nail pops at roof. No defects were found at the time of inspection.
  
  Based on the foregoing, ABIC has complied with its contractual obligations and has satisfactorily communicated with *** ****** regarding her concerns. Although we sympathize with *** ****** dissatisfaction with the present denial, we are unable to change our position.
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please peel free to contact our office at 1-800-358-0600, extension 4034086.
  
  Sincerely,
  
  Complaint Specialist
  Global P&C Claims
  [email protected]
  1-800-358-0600 Ext: 4034086
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I files a claim with HomeFirst for water damage after my hot water heater located in a guest bedroom in a closet leaked causing severe damage to the walls, floors/subfloor and underneath the home. Insulation was saturated. In addition my granddaughters room was also damaged as the closets attach. They denied my claim saying the hot water heater had been leaking for awhile and I should have noticed it sooner.

  

  Business response

  08/21/2023

  This will acknowledge receipt of your inquiry submitted on behalf of our insured, **** *********.  American Bankers Insurance Company of Florida (“ABIC”) insures Ms. *********** property under a Homeowners Plus Program policy.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by Ms. ********* with your Bureau wherein she expresses dissatisfaction with the claim decision by Home First Agency, an authorized agent of ABIC. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, the claim was filed on the reported date of loss, July 10, 2023, due to water-related damages.  ABIC assigned Claim No. ********* to the loss, an adjuster for review, and a Field Adjuster (FA) for inspection.  Upon receipt of the assignment, the adjuster spoke with Ms. ********* regarding the claim process, pending inspection, and policy coverages.
  
  Following the inspection of the home by the IA, the adjuster received the inspection report on July 19, 2023.  The inspection revealed damages to the water heater that were long-term in nature.  As a result, the claim was closed as a denial as long-term water damage is not covered.  The adjuster informed Ms. ********* of the claim decision on July 31, 2023.
  
  It is our understanding that the complaint filed with your bureau is regarding the claim decision.  Consequent to the receipt of the complaint, the adjuster spoke with Ms. ********* and requested the contractor contact information; however, has not received any information to date.  Therefore, there has been no change or update to the claim to date.
  
  
  In summation, we have informed Ms. ********* of our position and reasoning with this claim decision.  Although we sympathize with Ms. *********, we are unable to change our position at this time.  ABIC welcomes Ms. ********* to provide the contractor information to reinspect and further discuss with them.  At ABIC, we take every claim and concern from our insureds very seriously.  As always, we are available should Ms. ********* require additional support. 
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244, extension 4032262.

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  After the inspector came to my house and took lots of pictures but would not go under the house as He stated he was afraid of spiders. I called my agent and ask if we could go ahead with the repairs. Ben my claim rep said yes so we fixed everything. Then they came back to the table after reading my complaint and wanted to reinspect. The repairs were already fixed. They are trying to make me jump through loop wholes.  I work a full time job I can’t do there job too. 
  
  Sincerely,
  
  **** *********

  

  Business response

  08/30/2023

  This will acknowledge receipt of your request for additional information, submitted on behalf of our insured, **** *********. 
  
  ABIC will continue to work with Ms. ********* to further review her claim; however, ABIC has requested that she provided a contractor’s estimate by the contractor of her choice.  To date, this has not been received and ABIC cannot move forward without this information.
  
  In summation, we have informed Ms. ********* of our position and reasoning with this claim decision.  Although we sympathize with Ms. *********, we are unable to change our position at this time.  ABIC welcomes Ms. ********* to provide the contractor information to reinspect and further discuss with them.  At ABIC, we take every claim and concern from our insureds very seriously.  As always, we are available should Ms. ********* require additional support. 
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244, extension 4032262.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed a claim 6/9/23 for tree branch falling through my roof and ceiling. Took about 5 weeks to get the check sent. Had estimates for roof replacment and the cheapest was more then what was allowed. Was told if there wasn't enough money call and explain and go from there. I sent in the estimate and a personal property damage paper by email 2 weeks ago. Got no reply by email or phone call. I called and got hung up on. These people are unprofessional and I want my money so I can finish repairing my home. I mean I pay on time so wheres the same respect. Most unprofessional insurance company i ever dealt with

  

  Business response

  08/14/2023

  August 14, 2023
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from  the insured.  American Bankers Insurance Company of Florida (“ABIC”), administered by HomeFirst Agency, insures Mr. ******** property under a mobile home policy. The policy is filed as a product which provides coverage for the Dwelling, Personal Property including theft, Medical Payments, Additional Living Expense, Bodily Injury & Property Damage Liability.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by *** ******
  with your Department, wherein he expresses dissatisfaction in the handling of the claim.
  
  By way of background, this claim was filed for a windstorm loss on June 06, 2023, with a date of loss of June 05, 2023. Home First assigned Claim No.: 202318207, and an adjuster was assigned to the claim for review of claim documents and an independent adjuster was assigned for a property adjuster. On June 10, 2023, an inspection was completed of *** ******s home and property showing damages caused by windstorm.
  
  Moreover, on June 28, 2023, the adjuster issued payment for damages to the dwelling to *** ******. On July 03, 2023, *** ****** reached out to the adjuster about discrepancies on the claim settlement. The adjuster advised of the supplemental process steps, to have *** ****** submit the contractors estimate for review is supplemental payment is needed. On July 28, 2023, *** ****** reached out again about supplemental payment for the dwelling and for personal property damages.
  
  On August 01, 2023, the adjuster contacted *** ****** to review their supplemental payment request for damages to the dwelling and to issue payment for their personal property damages. The adjuster advised we have paid over the amount the contractor is asking for the repair of the dwelling. *** ****** informed that the lender is holding onto excess funds. The adjuster advised *** ****** he would need to reach out to their lender Vanderbilt Mortgage and Finance regarding their funds for repair.
  
  Based on the foregoing, ABIC has complied with its contractual obligations and has satisfactorily communicated with *** ****** regarding his concerns. *** ****** understands that ABIC has handled this claim in his best interest. As always, ABIC remains available should *** ****** require additional support.
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244.
  
  Sincerely,
  
  Compliance Specialist
  Global P & C Claims
  *****************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim on March 3rd 2023 for wind damage done to the roof of my house. Insurance company finally sent an adjuster that was contracted out from another state on March 13th 2023. Didnt get a scope of work until April 7th 2023. The insurance company only wants to cover the front half of my roof to replace. My contracto cannot match the existing shingles because they are out of production. In the process of trying to get them cover the cost of a whole roof replacement water damage has occurred to the inside ceiling of two rooms. The insurance company still does not want to cover the whole cost of the whole roof only the front half of the roof and are saying any further damage done to my house from the previous damage will not be covered. All I want is for the whole roof to be replaced because two different colored shingles will bring the resell value of my house down along with the full cost of the damage done to the interior of the house. Also was constantly told that my paperwork, emails from my contractor and paperwork from the adjuster kept getting lost. Also had two adjusters come out since they lost some of the paperwork from the original adjuster.

  

  Business response

  06/28/2023

  Dear Sir/Madam:
  
  This will acknowledge receipt of your inquiry submitted on behalf of our insured, ***** ****** American Bankers Insurance Company of Florida (“ABIC”) insures *** ******** property under a Homeowners Plus Program policy.
  
  Please accept this correspondence as ABIC’s response to the Complaint filed by *** ****** with your Bureau wherein he expresses dissatisfaction with the claim decision by Home First Agency, an authorized agent of ABIC. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, *** ****** filed a claim on March 6, 2023, with a date of loss of March 3, 2023, due to windstorm. ABIC assigned an adjuster for handling and an Independent Adjuster (IA) for an on-site inspection. A week later, on March 13, 2023, the inspection was completed in which the IA found the proximate cause of loss to be wind damage to the front slope of the roof. There was no damage found to the right, left, and rear elevations of the roof. Nor was there damage notated to the interior.
  
  Moreover, on April 7, 2023, the adjuster contacted *** ****** with the claim settlement. The payment was issued as a check and mailed along with the explanation of benefits letter. Thereafter, the adjuster was contacted by the contractor regarding an updated estimate which was sent for review. As such, the claim file was re-opened, and a re-inspection was requested. On May 17, 2023, the re-inspection was completed with **** ****** and the contractor present. During the inspection, the IA did not find any additional storm damage to the rear slope. However, there was subsequent wind damage found to the siding. The IA also notated, for a second time, no interior damages.
  
  As soon as the IA report was returned to the adjuster, the claim file was placed in line for review. Accordingly, on May 30, 2023, *** ****** was contacted with the outcome as a supplemental payment was issued for the additional damages to the siding. A few days later, **** ****** contacted the adjuster to dispute the settlement and requests a full roof replacement, as they were unable to find matching shingles. The adjuster took their time to explain the policy coverages for “like quality” and no coverage for upgrades or code requirements. The call was followed by a letter to advise of the same with the applicable policy language.
  
  Based on the foregoing facts and circumstances, this claim was handled in accordance with the provisions and conditions of the policy and ABIC has satisfactorily communicated with Mr. and **** ****** regarding the claim outcome. Therefore, and although we sympathize with *** ******, at this time we reaffirm our claims decision.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  Sincerely,
  ****** *****
  Sr. Business Unit Compliance Specialist
  Global P & C Claims
  Phone Number: 1-800-358-0600
  

  

  Business response

  07/10/2023

  We will contact the insured directly and work with them to reach an amicable solution.  

  Customer response

  07/18/2023

  I have not heard back from Home First Agency thats why I have not responded back yet with a response to their response of the information that I have provided you that I have provided them with before I got you involved.

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