ComplaintsforHomeFirst Agency, Inc.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim for wind damage to my roof on 4/1/22 to Home First Agency. On 4/19/22 after several phone calls and almost 3 weeks, the claims rep left a msg that he had the report and would get back to me by the end of the week (4/22). I left 2 more msgs and requested a call from a supervisor before finally called me back on 4/26/22. He said there were only 10 shingles that needed to be replaced and the repairs would only cost $448.24, which didn't meet my $500 deductible. I told him no way, there is way more than that to be replaced. There are 15+ areas that need fixed ranging from 1 shingle to a section about 15' long. I emailed him an estimate to replace just half the damaged half of the roof. He said he would talk it over with a supervisor and call me back. IT HAS BEEN 34 SINCE I FILED THE CLAIM. I have left several msgs with the supervisor and haven't heard from him.

  

  Business response

  06/24/2022

  Business Response /* (1000, 7, 2022/05/19) */ 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 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 April 1, 2021, with a date of loss of March 31, 2021, due to wind-related damages. ABIC assigned Claim No. 202207797 to the loss, an adjuster for review, and an Independent Adjuster (IA) for inspection. Upon receipt of the assignment, the adjuster spoke with Mr. Ledford regarding the claim process, pending inspection, and policy coverages. On April 19, 2022, the adjuster left a voicemail for informing him of the report received and pending review. The inspection revealed that there were very minor damages to the roof, which estimated repairs to be less than Mr. policy deductible. As a result, on April 26, 2022, the adjuster informed Mr. Ledford of the claim conclusion, for which the adjuster requested that Mr. provide an estimate from a contractor to review for a possible payment above the deductible. 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 received the estimate and report from Mr. Ledford's contractor. As such, the documentation was reviewed and shortly thereafter, a payment was issued for the replacement of one slope including the porch area. The adjuster informed Mr. Ledford of the payment, for which he understood. Based on the foregoing, ABIC finds it has amicably addressed Mr. complaint. At ABIC, we take every claim and concern from our insureds very seriously. As always, we are available should Mr. Ledford 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. Consumer Response /* (3000, 9, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 19 days after I filed the claim the adjuster left a message that he had my report and would contact me by the end of the week (4/22). After leaving a message the following week, and another requesting a supervisor call me, he finally called on 4/26 and said they determined it would only cost $448. I said no way, there are 15-20 areas with anywhere from 1 shingle to a 15 foot section that need to be repaired. Even if I wanted that many patches on my roof, there is no way I could find someone to do it for that much. I emailed him a quote to replace only the damaged half of the roof. He said he would have to talk to a supervisor and call me back. Over the next week I left 4 messages and then finally filed complaints with the BBB, TN Dept of Commerce and Insurance, and a couple others. Finally on 5/5 the adjuster called back and said they would pay the estimate I sent in, less deductible. He said the check should be sent out that day. On 5/6 the supervisor finally called back and said the check was, "printed last night" and would be "mailed out today". I live a half hour from their office and finally received the check on 5/11, after 42 days, 17 phone calls, and hours spent filing complaints online to get them to finally call me back. On 5/20 I purchased a new insurance policy from another company and contacted my bank who holds the mortgage. I then called Home First and asked that they cancel my policy immediately. They said they COULD NOT CANCEL THE POLICY until I sent them the declarations page from the new company. I said I don't have it yet, they are sending it next week. He said once I get it and email it to them, they can cancel it and back date it. I emailed Home First and requested they cancel it immediately. My new insurance company, coverages and premiums are none of their business. PLEASE CANCEL MY POLICY EFFECTIVE IMMEDIATELY and return any premiums due.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 15Dec2021 I filed a claim with Home First Agency to cover out of pocket repairs for my water well at my residence. The adjuster denied my claim (very rudely) because the well already existed? I have a brand new manufactured home and it was mandatory for me to have water supplied to my home before the loan was finalized and well water is all that's available in this area at this time. My policy clearly and solely states that existing wells are covered and I was taken aback to hear the adjuster tell me otherwise. Also, on or about 02Feb2022 I filed another claim with Home First Agency to have the washer repaired at my residence. That claim was also denied and the reason I was given by the adjuster was that the appliance did not come with my home. Again, I'm confused. My policy does not state that if you add necessary appliances, they won't be covered. It solely states ALL appliances, so why aren't my claims being honored?? These two claims has cost me over 2k out of pocket and I'm paying Home First Agency an additional premium to have both items mentioned covered under policy.

  

  Business response

  04/12/2022

  Business Response /* (1000, 14, 2022/03/30) */ This will acknowledge receipt of your recent inquiry dated February 28, 2022. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to claim and request for assistance from your bureau. By way of background, filed two (2) separate claims. The first claim was filed on December 6, 2021, with a loss date of November 23, 2021. This claim was handled by Home First Agency, an authorized agent of ABIC, for which assigned Claim No.: 202133160, to this claim. This claim was reported as water from the well shutting off and requiring repair. was seeking coverage for the repairs to his well and Additional Living Expenses. On December 7, 2021, initial contact was made with, wherein a description of the claim was provided. Shortly thereafter, submitted an estimate for the repairs to the well for the adjuster's review. After a thorough review, it was determined that the cause of loss was due to poor workmanship and not a manufacturing defect. Therefore, the adjuster reached and advised on the claim determination. Consequently, advised he wished the withdraw the claim. Accordingly, the claim was closed based on request to withdraw the claim. The second claim is expressing concerns with, was filed on February 2, 2022, with a loss date of February 2, 2022. This claim was assigned Claim No.:, which was reported as water damage caused by a washer that leaked. Mr. advised that there was no water damage at the time of discovery, however, filed the claim seeking coverage for the repair of the washer. Mr. submitted an estimate for the repair of the washer for our review. After a thorough review, it was determined that the washer did not an appliance included in the home purchase. Therefore, this claim is not covered under Mr. ' policy with ABIC. The adjuster reached Mr. and advised on the claim determination, at which point, Mr. requested for this claim to be withdrawn as well. Accordingly, the claim was closed based on Mr. ' request to withdraw the claim. Based on the foregoing facts and circumstances, ABIC has communicated with Mr. and complied with its contractual obligations. Although we sympathize with Mr. ' dissatisfaction with the handling of his claims, we provided the claim determination based on his policy and his wish to withdraw both claims. As always, ABIC is available should Mr. require additional assistance. 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. Consumer Response /* (3000, 16, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only withdrew the claim because they refused to honor it as a legitimate claim. I disagreed with their decision then and I disagree with it now. How can they determine it was poor workmanship without visually inspecting the well? And my policy gives no mention of their reason(s) for denying my claim. As far as the claim for my washer is concerned, again, my policy gives no mention that appliances brought to my home would not be covered. I am gonna suggest to my home manufacturers that this company doesn't honor the policies they issue and immediately cancel the policy that I have with them. Business Response /* (4000, 18, 2022/04/07) */ This will acknowledge receipt of your recent inquiry dated March 31, 2022. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to recent rebuttal to our response dated March 30, 2022. After our response to Mr. ' concerns, the adjuster was able to reach Mr. and went over the details and terms on his policy with ABIC in depth. Mr. confirmed again that the washer was not included in the purchase of his home. In an effort to clarify the terms on the policy, the adjuster offered to send Ms. a copy of his policy, to which Ms. declined. The adjuster also asked Ms. if he wished to discuss his disagreement with a supervisor, for which Ms. also declined. In summation, ABIC has communicated and complied with its contractual obligations with Mr. . Although we sympathize with Mr. ' disagreement with the claims decision, Mr. has withdrawn both claims and his policy does not cover the damages Mr. is claiming. As always, ABIC is available should Mr. require additional assistance. 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.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a claim on a roof leaking that has made my ceiling so wet inside that it has collapsed my ceiling inside. Insurance said they will not cover it because it wasn't due to wind or hail. Well we did have high winds 2' of snow with 2 storms ice sleet which has damaged my 8 yr old roof causing a lot damage under it and inside my home. I'm a 61 yr old disabled woman who knows about roofing and water restoration. The adjuster who is sitting at her warm desk in Tennessee was disrespectful and nasty and I'm now in a position of what am I going to do now. I have lung disease and now way to repair the damage or remove and replace wet insulation wood or drywall. I have no money to do this. I pay for home insurance for just this reason extreme weather damages. I want my roof replaced my insulation replaced ceiling replaced and painted living room bedroom and bathroom ceilings replaced and painted.

  

  Business response

  05/03/2022

  Business Response /* (1000, 14, 2022/03/30) */ This will acknowledge receipt of your recent inquiry dated February 24, 2022. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to claim and request for assistance from your bureau. By way of background, the claim was filed on January 14, 2022, with a loss date of January 14, 2022. This claim was handled by Home First Agency, an authorized agent of ABIC, for which assigned Claim No.: , to this claim. This claim was reported as a snowstorm that damaged the shingled roof. On January 14, 2022, initial contact was made with and a date was set for inspection. Upon review of the inspection report, it revealed that the roof damage was due to ice damming on the roof and not due to any direct, sudden, or accidental damage. Therefore, a denial letter was sent to the insured advising of the claim determination. On February 23, 2022, the adjuster reached to discuss the claim's decision. expressed her dissatisfaction with the inspection findings and claim determination. During the settlement call, was advised that she can obtain a second opinion from a contractor and submit for consideration. Subsequently, a reinspection was performed, and obtained a contractor. The reinspection and the contractor provided the same damage determination. The findings from the reinspection and the contractor's inspection revealed the exact damages mentioned in the initial inspection. Thereby, affirming the denial of the claim as damages resulting from gradual rainwater leakage at the roof and roof vents. Accordingly, the adjuster reached to reaffirm the denial of the claim and correspondence confirming the decision was also sent. It is our understanding that has recently reached the adjuster and advised on the submission of an estimate. To date, the adjuster has not received an estimate from . Although we sympathize with , the inspection determined the damages to s home, do not justify a complete roof replacement and/or warrant coverage. Consequently, ABIC reaffirms its claims decision. As always, ABIC is available should require additional assistance. 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. Consumer Response /* (3000, 16, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage was not due to rain. It was due to wind and a snow storm forming blizzard conditions. Look at weather conditions for both storms. First storm we had over 2' of snow on roofs second storm added another 1 1/2' to 2' of snow plus sleet and ice. My roof did not leak prior to these storms. This roof is only 8 yrs old. I now have mold and a gapping hole in my living room. I'm a 61 yr old disabled woman on SSI fixed income and can't afford to fix this. My insurance should have covered this and my amendment for mold and fungi should have covered my interior but as I said before this company refuses to cover every claim that comes across all their desks. The last inspector told me it was my ridge vents causing the problems nots the pipe vents so what inspector do you believe. I don't want my roof replace I want it repaired and my interior repaired and mold free. My health can handle the mold no longer. Business Response /* (4000, 19, 2022/04/07) */ This will acknowledge receipt of your recent inquiry dated March 31, 2022. Please accept this correspondence as American Bankers Insurance Company of Florida's ("ABIC") response to recent rebuttal to our response dated March 30, 2022. After our response to concerns, the adjuster was able to reach and discuss the inspection in depth and reasoning for the claim decision. advised that she has had three (3) different roofers inspect her home and provided her three (3) different damage opinions and estimates. Therefore, the adjuster indicated that if there is no evidence to dispute the current claims decision for ABIC to review and consider, the claim decision will be upheld. To date, our adjuster has not received any documentation to dispute the claims decision. Although we sympathize with continued disagreement with the claim decision, has yet provided any documentation to justify a complete roof replacement and/or warrant coverage. Thus, ABIC reaffirms its claims decision to deny Ms. Welton's claim. As always, ABIC is available should require additional assistance. 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.

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