ComplaintsforHomeFirst Agency, Inc.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2 2023 we had wind damage to our home. Roof needs replacement, storage building roof came off and underpinning was yanked loose exposing underneath our home. Home first insurance adjuster ********** ***** filed claim number *********. Insurance company reports minor wind damage and will only pay 6091.80 for roof, 437.00 replace roof on storage building and 152.92 for underpinning/exterior skirting. Problem is I am told by 2 different contractors roof by itself will cost between between 7-8 thousand. Storage building roof and underpinning still needs estimates. I am told by Miss. ***** underpinning will not be covered due to my husband placed screws in vinyl to prevent additional damage. I sent pictures of wind damage but insurance adjuster became mad refusing any additional coverage for this damage. She proceeds to tell me I could file another claim for this damage. I would like for insurance to cover our damages. We pay monthly premium for several years.

  

  Business response

  06/07/2023

  Dear Sir/Madam:
  
  This will acknowledge receipt of your inquiry submitted on behalf of our insured, ****** ****. American Bankers Insurance Company of Florida (“ABIC”) insures 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, Ms. **** filed a claim on April 25,2023, with a date of loss of
  April 2, 2023, due to wind damages to the property. ABIC assigned Claim No. ********* to the loss, an adjuster for handling, and an Independent Adjuster (IA) for inspection. Upon assignment of the claim, the adjuster informed Ms. **** of the claim process, timeline, and policy coverages.
  
  Following the review of the IA inspection report, payments for the wind damage to the dwelling and other structures were issued on May 9, 2023.
  
  On May 18, 2023, the adjuster contacted Ms. **** to discuss the submitted estimate received for review for supplemental damages. During this discussion, the adjuster explained to Ms. **** that roofing material upgrades, and the amount estimated to replace additional skirting would not be covered as the skirting was not found to be damaged during the inspection. During this discussion and the additional discussions on May 19, 2023, Ms. **** confirmed the additional skirting fell days after the reported date of loss and understood the material price difference between a shingle and metal roof. The adjuster further advised the skirting would not be covered under the present claim but may be covered as a separate incident which would need to be addressed under a different date of loss.
  
  After additional review of Ms. ****** contractor estimate, the adjuster attempted to contact Ms. **** by phone on May 25th, and 26th but was only able to leave voice messages. Emails were exchanged between the adjuster and Ms. **** regarding the price difference in materials her contractor had quoted. During the exchange of emails Ms. **** provided the adjuster authorization to speak with her contractor. The adjuster contacted the contractor May 26, 2023, to discuss his estimate to replace the shingle roof for metal roofing. The contractor noted he was aware of the change in materials but added he would not provide the adjuster with any further itemized breakdown. The adjuster then contacted Ms. **** to advise of her contractor’s unwillingness to provide an additional breakdown. A letter was generated May 6, 2023, advising Ms. **** on the denial for skirting and no additional payment at this time on the roof replacement.
  
  It is our understanding that the complaint is regarding the claim settlement amount and a difference in materials being used to complete the roof replacement. In summation, we have communicated to Ms. ****, and her contractor in detail, our position and reasoning with this claim and claim settlement. At ABIC, we take every claim and concern from our insureds very seriously. Although we sympathize with Ms. ****** dissatisfaction with the present claim decision, we are unable to revise or change our estimate or current position since the contractor has refused to provide an updated estimate. If a revised estimate or another contractor’s estimate is obtained, the adjuster would reopen the claim and review for any revisions and or additional coverage. 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 800-652-1262.

  Customer response

  06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told by roof contractor ***** with ******* *oofing that he Did submit information that insurance ask for: itemized supply list. ***** said insurance would not accept the FORMAT that he sent to adjuster. 
  In regards to underpinning to mobile home the damage is still there. My husband attempted to secure underneath mobile home using the damaged underpinning to keep rodents out and to protectt water lines and air duct system. We paid over 2000 dollars for this underpinning and insurance pain ~160 dollars.

  I believe insurance company owes us additional  -2000 dollars . 

  Sincerely,
  
  ****** ****

  

  Business response

  06/27/2023

  This will acknowledge the receipt of your request for additional information, prompted by the rebuttal received on behalf of ****** ****.

   

  Please note, nothing has changed in our claim decision.  The contractor was including materials that were not like, kind, and quality and we have denied the supplement request accordingly.

   

  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-652-1262.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 19th, 2023, our home was hit by a tornado. Since filing the claim, I have spoken to someone with the agency maybe 3 or 4 times at most. I have spent hours on hold only to be disconnected or sent to a random voice mail. I have left several voice mails requesting a call back and still haven't gotten any communication. I understand that things can be slow to develop in these situations, but to be completely ignored for over a week is more than a little frustrating.

  

  Business response

  05/18/2023

  Thank you for the note and we will be in contact with you today regarding your claim.  

  Customer response

  05/18/2023

  
  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.
  
  Sincerely,
  
  ***** *****

  

  Business response

  05/18/2023

  We are pleased we were able to help our customer and to his satisfaction, and appreciate the opportunity to make a difference.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim on Dec 7 water damage to roof and flashing under roof due to wind and hail plus causing water damage to the under lay of roof. Adjuster came out and acknowledged the damage to roof and shingles home first denied claims of damage to roof and underlying areas

  

  Business response

  01/10/2023

  This will acknowledge receipt of your inquiry submitted on behalf of our insured, Ronald Bryson. 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 December 9, 2022, with a date of loss of December 7, 2022, due to reported wind damages. ABIC assigned Claim No. 202232772 to the loss, an adjuster for handling, and an Independent Adjuster (IA) for inspection. Upon assignment of the claim, the adjuster informed *** ****** of the claim process, timeline, and policy coverages.
  
  The inspection report was received and reviewed on December 19, 2022. The inspection revealed windblown debris damage to vents. The interior had long-term water damages within the kids room and master bedroom ceiling which were previously addressed in *** ******** prior claim with ABIC (Claim No. 201917702). The ceiling showed signs of long-term water damage. As a result, on December 20, 2022, a partial payment was issued, with a denial letter sent due to the incomplete repairs to the previously claimed damages resulting in long-term water damages to the interior of the dwelling. The following day, the adjuster explained the payment breakdown and reasoning for the denial.
  
  It is our understanding that the complaint is regarding the claim settlement amount. In summation, we have communicated to *** ******, 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 *** ******** dissatisfaction with the present claim decision, we are unable to change our position due to the incomplete repairs to the previously claimed damages resulting in long-term water damages to the interior of the dwelling. 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.
  

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The previous repair were completed but the under lay wasn't addressed because it wasn't presenting it self at the times I'm not asking for repairs on the bedroom just the roofing needs

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9,2022, I substained damage to my roof from high wind blowing. My ceiling has water stains in 2 places where the water is about to break through. In one of the bedrooms water was coming through the smoke detector. The shingles on the roof are coming up I believe and need to be replaced before the water actually starts coming through from wind and rain. The mobile home was built in 2006 and I been living in it since April of 2007..... I filed a claim with the insurance company Homefirst Agency. They sent an adjuster out to look at the damages. He appraised the damages at $5,935.18. He said hurricane deductible is $1,520.00 that was taken from the appraised amount. So the check that was sent out is for $4,415.18. This is only enough to do minor repairs. The shingles need to be replaced along with the inside stains and what ever damage is done to the smoke detector. This is not enough to have the roof redone..... Is there anyway you can help with me getting the money I need to have the roof / shingles replaced. I feel as though the appraised amount isn't correct. I shouldn't have to come out of pocket to have the roof done the correct way. I have been with Homefirst Agency ever since I had the mobile home in 2007.... I have not cashed the check because I don't agree with the amount. If I do repairs only, I'm afraid that the roof will then start leaking in other areas. So why not do it right the first time to resolve the issue.

  

  Business response

  01/06/2023

  Consumer Response /* (3000, 10, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) My only concern is the roof damage and the ceiling in my home. I didn't report the skirting, siding etc because i know that was normal wear and tear. I turned in 1 bid from a licensed contractor and haven't heard anything back. I didn't know i was supposed to get 2 bids. But i have another company coming to look at the damages Thursday, December 15,2022. Once they send me over everything i will send it in. My only concern is the roof and ceiling in my home. The roof is 16 years old. I sent the other bid to email [email protected]. Business Response /* (4000, 12, 2022/12/13) */ We are going to re-inspect the home with the contractor of her choosing present. We do not see another way to try and resolve this and it will continue to be disputed. We will advise when the inspection is completed and decision made.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this company multiple times to get warranty work done on my double wide home they send me letters saying I need to find my own contractors and there is none in my area they refuse to help me get this work done that is covered under the warranty agreement that I pay for now my faucets aren't working and causing water to not shut off

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A tornado EF2 hit in Goshen Ohio on July 6,2022. I filed a claim with my insurance company for hail damage. A coworker's husband that is a roofer came out and looked at roof and said there was a lot of hail damage. Had two other roofers come out and they also confirmed and gave me estimates. Insurance adjuster also confirmed. When I talked to insurance company the guy told me adjuster never mentioned hail damage. They are refusing to pay for roof replacement, just like adjuster said he was putting in for. I've had this insurance for 15 years and never filed a claim. Filed a claim last year for a leak. They sent me a letter saying it wasn't covered and then sent me a check for 3000 minus 500 for deductible. Just want them to pay for my roof.

  

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/11/03) */ This will acknowledge receipt of your inquiry submitted on behalf of our insured, ****** *********. American Bankers Insurance Company of Florida ("ABIC") insures Ms. *********'s 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's 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 July 8, 2022, with a date of loss of July 6, 2022, due to hail-related damages. ABIC assigned Claim No. XXXXXXXXX to the loss, an adjuster for review, and an Independent Adjuster (IA) for inspection. Upon receipt of the assignment, the adjuster attempted to make initial contact with Ms. *********; however, as she was unavailable, a voicemail was left. On July 12, 2022, the adjuster made initial contact with Ms. *********, during which they discussed the loss and policy coverage. Additionally, Ms. ********* acknowledged that she had filed a previous claim, and was unsure if these current damages were related to that claim. Accordingly, the adjuster advised that the IA going out to inspect the property would have the previous claim's report on hand, and therefore would be able to compare with current damages. Moreover, on July 29, 2022, the IA report was received, and it concluded that the present damages appeared to overlap with damages from Ms. *********'s previous claim. There was shingle damage to the roof due to a nail being placed in a tarp during the previous claim. Additionally, the damages to the living room appeared to be due to a long-term leak. Furthermore, on August 7, 2022, a letter was sent to Ms. ********* advising that the claim was under review. Shortly thereafter, on August 10, 2022, the claim was denied due to previous damages from her prior claim (Claim No.: XXXXXXXXX) not having been properly repaired. Additionally, exposed nail holes on her shingled roof have allowed for long term rainwater damage to the interior of the dwelling; and no hail damage was found. As such, a denial letter was sent, and the adjuster explained the reason for the denial on the same day. On August 25, 2022, the adjuster spoke with the roofing contractor who assessed the damages to Ms. *********'s roof, and he confirmed that he saw no storm related damages. As such, the adjuster contacted Ms. ********* and reiterated the claim denial. 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 to Ms. ********* and reiterated the claim decision. In summation, we have communicated to Ms. *********, in detail, our position and reasoning with the claim decision. At ABIC, we take every claim and concern from our insureds very seriously. Although we sympathize with Ms. *********, we firmly stand by our original claim decision. 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 XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never spoke to adjuster nor did he contact me after being at the house. I have two witnesses, too adjuster saying it had hail damage and he was going for full roof replacement and to let roofer know. Business Response /* (4000, 13, 2022/11/16) */ This will acknowledge receipt of your inquiry prompted by a request for assistance from ****** *********, the insured. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to the rebuttal provided by your bureau on behalf of Ms. *********. Consequent to the submission of our previous response, a decision was made to have a roofing expert re-inspect Ms. *********'s roof to determine the cause of the damage. The adjuster attempted to contact Ms. ********* to advise of this; however, as she was unavailable, a voicemail was left. Furthermore, the roofing expert spoke to Ms. ********* to set up the inspection; however, during this call, Ms. ********* advised that she has already started a full replacement of the roof. As such, the original damage could now not be verified, and the re-inspection was subsequently canceled. Therefore, and although we sympathize with Ms. *********, at this time we reaffirm our claims decision. Our original inspection concluded that the claimed damages were a result of a peril that is excluded by the policy in question, and therefore, coverage cannot be extended. A courtesy re-inspection was offered, however, Ms. *********'s actions have now made it impossible to re-inspect, as the damages are currently being repaired. At ABIC, we take all concerns for our insureds very seriously. As always, ABIC remains available should Ms. ********* require additional support I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at XXX-XXX-XXXX, Ext: XXXXXXX. Thank you. Consumer Response /* (4200, 15, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Two adjusters have already been out to check the same damage and no resolution and you wanted to send out a third adjuster. My roof needed to be fixed. I've been dealing with you guys for past two years to fix my roof. I couldn't wait on you guys any more. Roofing company took pictures of damage. You guys don't care about damage, do anything to get out of paying for anything. You just rip people off!

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 7th, 2022 I called HomeFirst Agency because my living room wall was getting wet and I had no idea where is was coming from. So they sent a adjuster out to look at everything and the roof! Okay got a letter in the mail saying nothing could be done because it wasn't physical loss. So I was lost on what was going on at that moment so here come Hurricane Ian which brought a lot of rain on September 29th, 2022 as it started raining the night before the wall in the living room was getting wet (mold)then the wall in the hallway , my daughter room wall started to leak, at this point we called in to let them know and Ms.***** ask why didn't I put a tarp over the roof if this been happening since April? First off the wall in the living room was a single thing but now that is basically the whole house WHY should I have to do that? Ok, so now the front and back door, & my bed room in the closet (mold) & the window in my room and behind my shoe stand are leaking ! Here we go on October 11th calling to follow up on the claim and we are DENIED again this time their saying the roof(Shingles) not being defective I guess saying there is no major defects?????? AS you going to see in picture and clips below if this isn't physical loss then I don't know what is and as I go over my 5 year extended Warranty it clearly states "Here's How Our Home Protection Plans Protect You" "roof structure" & Interior Walls ???? Correct me if I'm wrong and now that we have Mold and If It was fix the first time we wouldn't be having this problem at all. Oh even the adjuster who came said that this was clearly "Physical Lost" & the floor was still wet in pictures he took! Also my 7 month old is in this home I will be finding a Lawyer and If she gets sick from this Mold there will be a lawsuit filed! We haven't even been In this home for 2 years and already having major problems like this! If you can't do what you advertise just Shut down! It makes no sense do pay and you can't fix anything!

  

  Business response

  11/23/2022

  Business Response /* (1000, 7, 2022/11/03) */ This will acknowledge receipt of your inquiry submitted on behalf of our insured, ****** ********. American Bankers Insurance Company of Florida ("ABIC") insures Mr. ********'s property under a Homeowners Plus Program policy and a Home Service Contract policy. Please accept this correspondence as ABIC's response to the Complaint filed by Mr. ******** with your Bureau wherein he expresses dissatisfaction with the claim's 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, Mr. ******** filed two separate claims under each of his policy's with ABIC, due to water-related damages that occurred on April 7, 2022. The first claim was filed on the date of loss and following an inspection of the home, was closed as a denial on April 21, 2022; due to wear, tear, and water backwashing at the roof(s) edge resulting in consequential water leakage to the dwelling, which is not considered a direct physical loss. On September 30, 2022, the second claim was filed on September 30, 2022, with the same date of loss as the first claim. As such, a reinspection was completed and was then closed as a denial on October 11, 2022, due to consequential damage due to wind driven rain and improper repairs from prior claim. No defects were found at the time of inspection. It is our understanding that the complaint filed with your bureau is regarding the claim decision. The adjusters and ABIC claim management have spoken to Mr. ******** to explain the reasoning why there is no coverage for this loss. In summation, we have communicated to Mr. ********, in detail, our position and reasoning with these claims. At ABIC, we take every claim and concern from our insureds very seriously. Although we sympathize with Mr. ********'s dissatisfaction with the present denials, we are unable to change our position. As always, ABIC remains available should Mr. ******** 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 XXX-XXX-XXXX.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came home from work on 7/15/22 to find over an inch of water standing in our utility room as well as our living room and master bathroom and closet ,after removing the access panel I found that the water was seeping from underneath the walls from the HVAC A-Coils. I contacted Homefirst Agency immediately and left a message because they are closed on weekends. I was called back on Monday and was assigned as my claims adjuster. They sent out cross country adjusting the following week on 7/22/22 to adjust the water damage sustained on 7/15/22 . The adjuster from Cross Country was very good and professional. The following week called me back 7/27/22 and told me he was getting everything together and would be back in touch , on 7/29/22 called me and told me my claim had been denied because the damage was not a "direct loss" and tried to insinuate that the damage had been there for a long time which was a total lie. I told him the damage in the walls was 100% invisible until the water started actually coming out of the walls but they said it didn't matter. The next few days they attempted to try and obviously bend my words and statements into any narrative they could to keep from processing my claim. I have sent many photos and details to as well and she told me they are turning my claim over to their "Special Investigations Unit" but that was almost 15 days ago and I haven't heard anything other than "we don't know when they will call". My home in the meantime has remained damp and is getting worse (I have mitigated best I can) we are now getting mold and fungus in places especially the closet floor and I have a 7 year old child that lives here with me. HomeFirst Agency practices in bad faith , they don't care if your family gets sick or how long it takes to fix anything. I want this fixed immediately!! , I have had the best policy they offer for over 10 years! and I have never filed a claim in my entire life.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/08/31) */ This will acknowledge receipt of your inquiry submitted on behalf of our insured, . American Bankers Insurance Company of Florida ("ABIC") insures Mr. property under a Homeowners Plus Program policy. Please accept this correspondence as ABIC's response to the Complaint filed by Mr. with your Bureau wherein he expresses dissatisfaction with the claim's 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 July 18, 2022, with a date of loss of July 15, 2021, due to water-related damages. ABIC assigned Claim No. 202219378 to the loss, an adjuster for review, and an Independent Adjuster (IA) for inspection. Upon receipt of the assignment, the adjuster spoke with Mr. regarding the claim process, pending inspection, and policy coverages. Following the inspection by an Independent Adjuster (IA), the inspection report was received on July 25, 2022. The inspection revealed that this loss was caused by long term water damage due to a clogged drain line, and therefore not covered under this policy. The adjuster spoke with Mr. on July 27, 2022, to inform him that this loss was not covered under the policy, and therefore the claim had been denied. Mr. refuted this decision and advised that he would have an AC Technician submit their findings in effort to prove that this loss was not a long-term leak, but sudden and direct. Nonetheless, a denial letter was sent to Mr. advising of claim decision. On July 29, 2022, an ABIC manager called Mr. per his request, to discuss the claim decision. Mr. argued that this was not a long-term leak, but a sudden event. The ABIC manager disagreed, citing the evidence in the inspection report, as well as Mr. statements made while filing the claim, which contradict what he is saying now. Nonetheless, the ABIC manager asked Mr. to provide photographic proof to support what he has stated. Photographs were received on July 29, 2022, and ABIC manager acknowledged receipt on August 1, 2022. The ABIC manager requested additional information from Mr. , as the photos he provided did not suffice; therefore, an HVAC Technician assessment was requested. On August 2, 2022, the adjuster called the contractor provided by the insured to obtain further information surrounding the loss. The contractor stated that this was a direct and sudden loss, and happened over a period of no more than 2 days. Adjuster then questioned if this contractor was licensed, for which they advised they were not for HVAC. A Reservation of Rights letter was subsequently sent to Mr. , informing him that the claim was assigned to ABIC's Special Investigation Unit (SIU) for further investigation, and additional information may be requested of Mr. . The adjuster spoke to Mr. on August 4, 2022, and advised that the claim decision remained unchanged; however, further investigation would be underway. Again, on August 12 and 15, 2022, the adjuster spoke to Mr. and advised that the claim had been denied. It is our understanding that the complaint filed with your bureau is regarding the claim decision. Consequent to the receipt of the complaint, ABIC management reviewed the claim with SIU and determined that no further investigation would be necessary, and that this claim was properly denied. As stated in our previous denial letter, the information gathered in our claims investigation determined this type of damage found in our inspection is not a covered peril listed in the insurance policy with our company. Furthermore, if Mr. wishes to dispute the claim findings, he may provide additional evidence that could prove contrary to our findings. In summation, we have communicated to Mr. , in detail, our position and reasoning with the claim decision. At ABIC, we take every claim and concern from our insureds very seriously. Although we sympathize with Mr. , we firmly stand by our original claim decision. As always, we are available should Mr. 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.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2022. I called them letting them know I has several soft spots in various places in my flooring. Adjuster came out couldn't find any real damage or overly high moisture reading. They told me that they will not do anything about it that it's not considered a major structural defect. They are saying that the SOFT spots in my flooring is from settling. If home was settling I'd have cracks in corners of Sheetrock. Which I have none of all my doors stay open when In open position. Just an excuse to not to have to fix flooring. The adjuster even checked roof no leaking looked under home no leaks there either. Home was supposed to be delivered the day we had a hurricane come through our area, so basically it sat in two pieces on a lot when we had a major hurricane come through. Just maybe they should look into that possibility the flooring received damage from that. Idk I just know I have soft spots in random places.

  

  Business response

  08/10/2022

  Business Response /* (1000, 9, 2022/07/12) */ This will acknowledge receipt of your recent inquiry dated June 21, 2022. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to ******* *******'s, claim and request for assistance from your bureau. By way of background, Ms. ******* filed two (2) separate claims. The first claim was filed on December 30, 2019, with a loss date of December 28, 2019. This claim was handled by Home First Agency, an authorized agent of ABIC, for which assigned Claim No.: XXXXXXXXX, to this claim. This claim was reported as water leaking in from the shingle roof into the guest bedroom and kitchen. Initial contact was made with Ms. *******, wherein a description of the claim was provided. An inspection was completed on January 3, 2020, wherein it revealed that there was no visible wind damage to any portion of this roof. The adjuster did find nail pop(s) on both slopes of the roof. The rear slope had a nail pop located directly above the Kitchen and the front slope had a nail pop directly above Bedroom. After a thorough review of the inspection report, it was determined that the cause of loss was not due to any direct, sudden and accidental loss. Therefore, the adjuster reached Ms. ******* and advised on the denial of the claim. Accordingly, a denial letter was sent to Ms. ******* providing her with the claim decision and relevant policy language. Ms. ******* indicated that she understood the claims decision and had no further questions or concerns. The second claim Ms. ******* reported was filed on April 21, 2022, with a loss date of March 12, 2022. This claim was assigned Claim No.: XXXXXXXXX, which was reported as floors in kitchen, dining room, hallway and den are soft. Ms. ******* advised that there were no visible leaks in the home and was unsure as to the cause of the floors being soft. An inspection was completed on April 29, 2022, wherein the inspection revealed the indication of settling causing the floor damage. Consequently, the claim was denied due to the damages being consequential damages to the flooring from settling and this was not considered a major structural defect. Therefore, coverage was not afforded under Ms. *******'s Home Buyer Protection Plan policy. The adjuster reached Ms. ******* and advised on the claim determination, at which point, Ms. ******* disagreed with the claim's decision. Based on the foregoing facts and circumstances, ABIC has reopened Ms. *******'s claim and is working on scheduling a reinspection of the home. ABIC will continue to work with Ms. ******* to bring her concerns to an amicable resolution. As always, ABIC is available should Ms. ******* require additional assistance in the interim. I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at XXX-XXX-XXXX.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak issue stemming from poorly installed bathtubs when Clayton Mobile Homes prepared this home in 2014. As the leak was under the home, we were unaware of this issue until it became a prevalent issue causing slow water pressure and we contacted Price Mobile Home to look. They found extensive water damage under the house. I immediately submitted a claim to HFA with the estimate from Price Mobile Home. This was October 2021. Upon review of the home inspection completed by Cross Country and HFA, it was determined by HFA the water damage would be covered under claim 202131905. Apparently, the home inspector did not find all the damage. I had a hot water heater that had rusted from this water damage and now my inside HVAC system is damaged. I filed this issue under claim 202212613 on May 13, 2022, and claim adjustor is stating it is not covered. Had the home inspector found these issues back in October 2021 we could have dealt with them then. These issues were found when I had my HVAC inspected. said these issues were behind an open vent so it should have been discovered and it was on the homeowner. My question is why didn't the home inspector from Cross Country identify these issues during their home inspection for water damage back in October 2021?

  

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/17) */ This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from. Our Company insures property under a Manufacturer Homeowner's policy. The policy provides coverage for dwelling, personal effects, adjacent structures and personal liability. Please accept this correspondence as our company's response to the Complaint filed by with the Bureau wherein she expresses her dissatisfaction with our handling of these claims. By way of background, claim history reveals four losses reported: October 16, 2021, February 14, 2022 and May 6, 2022. These claims are addressed herein. Date of Loss: October 16, 2021 - Claim No. 202130018 On October 21, 2021, Ms. Claim contacted our claims department and stated that the water pump for her home is no longer pumping water into the home properly. Additionally, Ms. stated that it could possibly be leaking. Further, Ms. advised that the water will have very low pressure or will stop all together. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On October 27, 2021, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the IA found the water pressure tank was not working properly. This type of damage is not covered under the policy. As such, the claim was denied because there is no direct physical damage found to the home at the time of the inspection. Please note that Ms. Clay was advised and explained the reason for the denial. Date of Loss: October 16, 2021 - Claim No. 202131905 A review of the file indicates that on November 11, 2021, Ms. placed a claim for two bathtubs leaking and causing damages to floor and insulation. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On November 18, 2021, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the IA found a water leak under the home at both p-traps in the Master Bathrooms and Hall bathroom. Ms. had a plumber come out and replace the u-shaped drain connections under the tub in the hallway bathroom and the master bathroom. Occupant indicated to the IA that she had not seen any interior damage to either of the bathrooms. The receipt for the repairs will be submitted to us for payment. Upon receipt of the repair receipt from Ms. in the amount of $1,470.48, a payment was issued to Ms. for $1,017.73 on January 27, 2022. This payment was based on the repair receipt for $1,517.73, less policy deductible of $500.00). Date of Loss: February 14, 2022 - Claim No. 202205998 On March 16, 2022, Ms. Claim contacted our claims department and reported that on February 14, 2022, she found additional damage to the home; water heater leaking and she will be sending over photographs of damage from water heater leak. An adjuster was assigned Claim No. to this loss. On March 16, 2022, the adjuster received photographs from Ms. from water heater leak. According to the review of the photographs, it was determined that there was no evidence that a plumbing leak under the floor caused damage to the water heater. Water heater has standing water in pan and causing rust. As such, Ms. was advised that the repair cost is below the policy deductible of $500.00. Based on the foregoing facts and circumstances, the adjuster contacted Ms. and explained that the cost of repairs does not exceed the policy deductible of $500.00. As such the claim was closed without payment. Date of Loss: May 6, 2022 - Claim No. By way of background, on May 13, 2022, Ms. reported a water damage claim with a date of loss of May 6, 2022. Ms. advised the claims department that the air conditioning (A/C) unit was being worked on and she was told that there was severe water damage to floor surrounding the unit. Additionally, she indicated that the unit has fallen through the floor and is not working. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On May 19, 2022, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the (A/C) unit was getting maintenance due to some issues it was having. During the inspection, the technician found the water leakage due to condensation at HVAC unit. After receiving and reviewing the inspection report, the examination of the facts presented and a thorough review of the subject policy, the claim was denied due to gradual water leakage due to condensation at HVAC unit. This type of loss is not considered a direct physical loss. Unfortunately, the damages are not covered under the policy Ms. Clay has with our company. Based on the foregoing facts and circumstances, our company has complied with its contractual obligations and communicated its position and reasoning for the denials of these claims as addressed by to the Bureau. Although, we sympathizes with Ms. concerns, it stands firmly by its original decision to deny these claims and respectfully requests that this Complaint be removed. I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-852-2244. Sincerely, Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The property inspector from October 2021 should have identified these issues with the damage to the home from the first inspection when I reported water damage. Their negligence only caused additional damage to my hot water heater and HVAC of which needs to be repaired. The home inspector from October 2021 did not find the damages and asked for the report from my repair person Price Mobile Home. The home inspector sent out by Home First Agency was negligent. The claims agent also asked for my repair technician report also after the home inspector contacted my repair person. Thanks in advance. While I appreciate all that Home First Agency has helped in this situation I believe they are still being negligent to further see that the water leaks from my tubs is the source to all of these water damages. Business Response /* (4000, 9, 2022/06/23) */ Please accept this correspondence as our company's response to the Complaint filed by with the Bureau wherein she expresses her dissatisfaction with our handling of these claims. By way of background, claim history reveals four losses reported: October 16, 2021, February 14, 2022 and May 6, 2022. These claims are addressed herein. Date of Loss: October 16, 2021 - Claim No. 202130018 On October 21, 2021, Ms. Claim contacted our claims department and stated that the water pump for her home is no longer pumping water into the home properly. Additionally, Ms. stated that it could possibly be leaking. Further, Ms. advised that the water will have very low pressure or will stop all together. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On October 27, 2021, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the IA found the water pressure tank was not working properly. This type of damage is not covered under the policy. As such, the claim was denied because there is no direct physical damage found to the home at the time of the inspection. Please note that Ms. was advised and explained the reason for the denial. Date of Loss: October 16, 2021 - Claim No. 202131905 A review of the file indicates that on November 11, 2021, Ms. placed a claim for two bathtubs leaking and causing damages to floor and insulation. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On November 18, 2021, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the IA found a water leak under the home at both p-traps in the Master Bathrooms and Hall bathroom. Ms. had a plumber come out and replace the u-shaped drain connections under the tub in the hallway bathroom and the master bathroom. Occupant indicated to the IA that she had not seen any interior damage to either of the bathrooms. The receipt for the repairs will be submitted to us for payment. Upon receipt of the repair receipt from Ms. in the amount of $1,470.48, a payment was issued to Ms. for $1,017.73 on January 27, 2022. This payment was based on the repair receipt for $1,517.73, less policy deductible of $500.00). Date of Loss: February 14, 2022 - Claim No. On March 16, 2022, Ms. Claim contacted our claims department and reported that on February 14, 2022, she found additional damage to the home; water heater leaking and she will be sending over photographs of damage from water heater leak. An adjuster was assigned Claim No. to this loss. On March 16, 2022, the adjuster received photographs from Ms. from water heater leak. According to the review of the photographs, it was determined that there was no evidence that a plumbing leak under the floor caused damage to the water heater. Water heater has standing water in pan and causing rust. As such, Ms. was advised that the repair cost is below the policy deductible of $500.00. Based on the foregoing facts and circumstances, the adjuster contacted Ms. and explained that the cost of repairs does not exceed the policy deductible of $500.00. As such the claim was closed without payment. Date of Loss: May 6, 2022 - Claim No. 202212613 By way of background, on May 13, 2022, Ms. reported a water damage claim with a date of loss of May 6, 2022. Ms. advised the claims department that the air conditioning (A/C) unit was being worked on and she was told that there was severe water damage to floor surrounding the unit. Additionally, she indicated that the unit has fallen through the floor and is not working. An adjuster was assigned Claim No. to the loss and directed an Independent Adjuster (IA) to conduct an inspection of the property. On May 19, 2022, the property inspection took place in the presence of Ms. sister, (occupant). After receiving and reviewing the inspection report, the (A/C) unit was getting maintenance due to some issues it was having. During the inspection, the technician found the water leakage due to condensation at HVAC unit. After receiving and reviewing the inspection report, the examination of the facts presented and a thorough review of the subject policy, the claim was denied due to gradual water leakage due to condensation at HVAC unit. This type of loss is not considered a direct physical loss. Unfortunately, the damages are not covered under the policy Ms. has with our company. Based on the foregoing facts and circumstances, our company has complied with its contractual obligations and communicated its position and reasoning for the denials of these claims as addressed by to the Bureau. Although, we sympathizes with Ms. concerns, it stands firmly by its original decision to deny these claims and respectfully requests that this Complaint be removed. I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-852-2244.

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