Complaints

This profile includes complaints for Homeowners of America Insurance Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Homeowners of America Insurance Co.

  1400 Corporate Dr STE 300 Irving, TX 75038-2939

  
• 

  Homeowners of America Insurance Co.

  PO Box 167808 Irving, TX 75016-7808

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ************ Officer who serve and protect citizens daily. I am a young homeowner, who went through my own tragedy last year. My backyard tree branch fell on my home, due to bad weather falling on my house casing an electrical malfunction resulting in a fire. My homeowners insurance responded so fast and took care of my claim and responded daily to aid with my accommodations. This year on March 23, 2024 My next door neighbors front yard tree branches fell and damaged my personal owned police vehicle causing major damages. My neighbor filed a claim with this insurance company the very next day and the desk Ajuster contacted me. The desk adjuster advised me that the Field adjuster will come to my residence to look at the damages. I called this company over 10 times within the last month & one week, and requested a supervisor to contact me with no call or email back. The Field adjuster ignored my email and calls and never came to observe my damages. My neighbor advised me on todays date April 28, 2024 to advise me her insurance company declined the policy. Im extremely disappointed at this company process and professionalism! I just want my vehicle damages repaired and citizens who are seeking homeowners insurance to view this review. I thank God I have a great Homeowners Insurance company who will be responsible for damages to my property, my health, others property and others health. I would not be surprised if management still does not reach out to me. Sorry for any customers who pays their money and God forbid they discover a lost and this company does not accommodate them in a timely manner.

  Business Response

  Date: 05/01/2024

  Because ************************ is not a customer of HOAIC but appears to be a third-party claimant, we are unable to confirm these details or comment on the claim without more information. 

  Please provide a policy number and/or claim number.

  Thank you,

  Complaints Resolution

   

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received a letter from my mortgage company that my home owners insurance expired on the 11th of April it the 25th. I am highly upset, I called and was told that their is no fault on my part but due to so many claims they just randomly dropped people. Fine, but why did I not receive a letter, email, phone call? Home owners insurance of America needs to do better.

  Business Response

  Date: 05/09/2024

  Please see attached response letter.

  Thank you,

  Complaints Resolution

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Owners of America was a good solution until its was not! My insurance was terminated because HOAIC did not send the declaration page to my current mortgage servicer. In October 22', my loan was sent to another company and per usual they requested proof of insurance. I recieved a letter to the effect of "send proof of insurance" in November and I call my mortgage company and they said there was nothing to do at the moment because my info was not in their system yet. December 11th I recieved correspondence that my insurance was needed verification. This prompted me to call HOAIC and they informed me ************ needed the "Dec" page and she could send it after we talked. I gave her the new mortgage company's fax number and she told me if they didn't receive anything, they'd call me back. No call was made and I assumed all was well. In Feb 2024 I see I have no insurance and as I investigated it was discovered that the mortgage *** hadn't recieved anything from HOAIC. "Mo ***" tried reaching them to no avail. After speaking with HOAIC they told me they faxed the "Dec" page on 12/11/24. I informed them "mo***" did not receive it. ***** manager told me "we sent it but because it had the old mortgage company's name on ********* must have thrown it away." I then provided her a number my "mo***" gave as the number tried to request a 2nd response from HOAIC to send my proof. My "mo***" left a voicemail and was never called back. When I asked ***** about the number their agent left the message on, the manager told me it didn't happen but the number provided came from "mo***'s" representatives notes. My insurance was terminated and HOAIC says we didn't contact them. False. Myself and the "mo***" left vm's about my proof and they did not respond. The manager gave a number of excuses but none made sense. I have a paper trail from "mo***" I now am forced to find other insurance because of negligence on their part. They are denying any accountabilty and it's unfair and a disservice.

  Business Response

  Date: 05/01/2024

  Please see the attached response letter.

  Thank you,

  Complaints Resolution

  Customer Answer

  Date: 05/02/2024

  I am rejecting this response because: I called both companies on 12/11/23 because ********** placed their insurance on my mortgage. I spoke to ******* with ***** and provided the fax number to use to send the Declaration page to **********. In addition, ********** generated a request to HOAIC for the declaration page that same day. ********** tried to contact HOAIC on 11-14-23 via the website to verify NY insurance and it was not available. 11-22-23, ********** left a VMail at ********** for an HOAIC agent requesting my info, they did not respond. On 11-30-23, force place was active. I asked for a manager and I was told I was speaking with a manager after a brief hold. She explained to me that the document may have gotten thrown away at ********** because it had the other mortgage company's name on it. I share my note with hers and she told me the number ********** gave me for their voicemail message notes, and she told me she didn't know where that number came from and said it could be anyone. I made the attempt in October to up date HOAIC and my loan had not been uploaded to their system and it was not anything I could do. From 10-31-23 to 12-11-23, ********** attempted to contact HOAIC but there was no response. I was blamed by her as well and I explained I did not choose to move my loan and I am calling to see if I needed to do anything further. I am asking for assistance with paying for homeowners insurance. I am wiilling to ask for homeowners insurance with your company for the original price as well. 

  Business Response

  Date: 07/01/2024

  To Whom It May ************** are in receipt of the rejection of our previous answer to this complaint and we
  must disagree with the following:
  ********** tried to contact HOAIC on November 14, 2023, via the website to verify
  NY insurance and it was not available.
  HOAIC does not have a function to contact our underwriting department via our
  website and we are not familiar with NY Insurance.
  [On] November 22, 2023, ********** left a [voicemail] at ************** for an
  HOAIC agent requesting my info, they did not respond.
  Please note, ************** is not a valid number for HOAIC. Also, mortgagee
  information cannot be updated through any automated system. Insureds, or their
  agent, may process this change over the phone by speaking with an HOAIC
  representative, or the agent can process this change in their policy management
  system.
  Please note that ************** did not contact us until the policy had expired. We
  attempted to address her concerns, but she did not follow up until March, when too
  much time had passed to activate the renewal.
  *************************************************
  Phone: ************ ?
  On December 1, 2023, we mailed an expiration notice for non-payment of premium
  with a due date of December 14, 2023. See Exhibit A. We did not receive a
  response or a payment.
  We are unable to assist the Smiths any further in this matter.
  We hope this additional information provides the Department with the information
  it needs to consider this complaint file closed. However, should you have any
  questions or require anything further, please do not hesitate to let us know.
  Respectfully submitted,
  Complaints Resolution
  ************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com
  *************************************************
  Phone: ************ ?
  EXHIBIT A
  HA.EXN (0223) P.O. **************************************** Phone ************
  

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for a slab leak back in February. Mr. ****** came out and cut a hole in my wall to see where the leak was coming from and it was determined it was coming from under the slab which caused my carpet and floor to get wet. American Water Damage came out pulled the living floor out along with the baseboards to dry the floor with their fans and dehumidifier and was given an estimate to replace the floor and baseboards. The Insurance Adjuster came out assessed the damage and wrote it up The Insurance received the claim and only paid for the water mitigation which there wasn't much water. The insurance is telling me that i have to come out of pocket to replace my floor that American Water Damage tore up and the plumbing is still not fixed. I paid a total of $687.00 for estimates and no repairs by the Insurance Company

  Customer Answer

  Date: 04/15/2024

  Damage from slab leak & the hole he had to cut to find it

  Business Response

  Date: 05/01/2024

  Please see the attached response letter. 

   

  Thank you,

  Complaints Resolution

  Business Response

  Date: 05/01/2024

  Apologies, this attachment was not sent in the prior response. 

• Initial Complaint

  Date:03/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was conned into putting money up for one of homeowners of America insured (******* AND ***********************) this was only able to happen because I spoke with there Agent ************************* and was informed that if I paid for the repairs I would be reimbursed once the work was completed ***************** clearly committed fraud in this regard I was asked to help the Grants because they had a flood in their home and couldn't get anyone to accept a 1/4 payment toward the repair which was all there mortgage company was offering up front. I assumed this financial responsibility to have the home repaired. My assumption of this financial responsibility was solely based on a conversation between there insured and there agent ************************* and myself on a 3 way call (affidavits to this are available) and once the repair was done and pictures and invoices were provided the insurance decided not to issue me a check directly instead they issued a check to The Grants and there mortgage company (the same mortgage who refused to give a contractor enough up front money to start the job) and who he informed me I wouldn't have to deal with if I paid for the repair) this has created a hardship upon myself because I was assuming that my money would be coming right back but this was not the case.. I am now being directed to the Grants mortgage company to be reimbursed but they are telling me to jump through additional hoops just to get paid and even then I am not guaranteed payment, I am being placed in a position to have to file a lien on the Grants home to recoup money I am owed and even then I will only have a financial interest in their home if ever it is sold, but I won't have my money back in a timely fashion, I am now exploring all avenues of regress because this company has not dealt in good faith, they benefitted by having the home repaired and by not having to pay for an Airbnb for there insured any longer. which by definition is fraud by a insurance company perpetrated by there agent

  Business Response

  Date: 04/11/2024

  The individual who filed this complaint is not a named insured in our policy, and Homeowners of America Insurance does not have a contractual obligation with this person. This is a dispute between our insured and the contractor.
  
  Respectfully submitted,
  Complaints Resolution
  
  
  ************************************************
  Phone:************
  Toll Free: ************
  www.hoaic.com
  
  
  
  
  
  

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:   I was the person that was actually told by ************************* the insurance agent for the Homeowners of Americas insured Mrs.. ************************* on the phone on a 3 way conversation that if I were to repair the property for *************** that a check would be issued to me once the work was completed. It should be noted that *************** had 2 checks in her possession with her and the mortgage company as named recipients,  checks that she couldnt use because the mortgage company was refusing to supply enough start up funds for the job to commence, because of this situation ************************* told *************** to destroy the checks she had in her possession and that he would issue a new check to me once the job completed I have an affidavit from *************** to this effect also he tried to get Mrs. ****** Daughter  ********************************** to do the same thing that I wound up doing for them and I have a affidavit to that fact. I am the person who paid for all supplies and  the  repair of the property so what are they talking about when they say it was between their insured and the contractor, no I am the person who was induced to do this job by Homeowners of Americas  insurance agent ************************* and I paid all parties involved the only one who has been paid is me, thats why I have initiated this complaint. If I was not induced to do this job with promise of payment the house would still be sitting there uninhabitable 

   

   

   

   

  Business Response

  Date: 04/11/2024

  HOAIC stands by its previous response.

   

  Thank you,
  

  Complaints Resolution

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because: you guys let them tell you that they had no contractual obligation to me since Im not the insured but I was the guy who their agent asked to repair the home and I did, I have also filed a complaint with the North ******************* of insurance and the attorney general of North Carolina the company benefitted by me fixing the home under the false pretense that I would be reimbursed and since I havent I am pursuing all avenues to let the public know that they arent a reputable company and I will be taking them to court 

  Customer Answer

  Date: 04/12/2024

  I have noticed that the business has not even given you a proper response to my complaint, they have never addressed the fact that their insurance agent induced me to provide funds for the repair of there insured home, I am taking additional steps toward this business but I feel that you should not be giving a A rating to a business that clearly shows a disrespect to this process 

  Business Response

  Date: 05/20/2024

  HOAIC stands by its previous responses. 

   

  Thank you,
  

  Complaints Resolution

  Customer Answer

  Date: 05/21/2024

  I am rejecting this response because:   They know that there claims adjuster put me in the situation that I was in, I have now received my money from the insured mortgage company, but that doesnt mean that homeowners of America did good business, furthermore they way they responded to you shows me that not only dont they have respect me they dont respect your business as well. I received my money as of this writing so Im done with them I wouldnt recommend them as a business and neither should you, if you accredit a business that business should follow a set of rules they clearly dont 

  Business Response

  Date: 05/24/2024

  HOAIC stands by its previous responses.

   

  Thank you,

  Complaints Resolution 

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Companies have repeatedly stated that active mold was present in my home (I.e., the Main and upstairs bedroom). However, due to the negligence of the Homeowners of America Insurance Co., I'm dealing with adverse health effects. Because my claim was perceived not as a priority, I'm experiencing 'bodily injury' from continuous and repeated exposure to mold. The nature of my dispute lies in Section II- ******************** Sublimit of Liability for 'Fungi', Wet or Dry Rot, Or Bacteria. Visual photos of the mold were not acceptable as proof of mold. A mold test later confirmed that the downstairs has had high mold levels since October 2023. If someone had taken my claim seriously, my family would not have had mold exposure for over two months. The bodily injury I incurred includes nausea, vomiting, headache, and sinus nasal congestion. I went to urgent care in December 2023 and received antibiotics. I notified my primary care physician and referred to an allergist for testing. The allergist confirmed that mold is one of several allergens for me, and I'm under the doctor's care. My desired resolution is the recoupment of the total living arrangement expenses for a family of four who spent two months living in a home with confirmed high mold levels.

  Business Response

  Date: 03/22/2024

  Please see attached response letter. 

  Customer Answer

  Date: 03/23/2024

  I am rejecting this response because:  
  My complaint stems from the lack of good faith in our insurance company. I understand that my policy has a limit of $5,000. This complaint is based solely on the adverse effect on my health, which is not taking my claim seriously and not acting in good faith as an insurance company. In particular, my health is affected by mold. Homeowner's of America motto is: Putting Your Peace of Mind First. However, my peace of mind with Homeowners of America was a schizophrenic nightmare. ******************************** once stated, "One of the great tragedies of life is that men seldom bridge the gulf between practice and profession, between doing and saying. A persistent schizophrenia leaves so many of us tragically divided against ourselves. On the one hand, we proudly profess certain sublime and noble principles, but on the other hand, we sadly practice the very antithesis of these principles."
  
  Homeowner's of America peace of mind is a logical fallacy. First, if a company is dealing in good faith once confirmed mold tests are present, A family shouldn't be permitted to live in a condition with high levels of mold. Furthermore, never during the process of the claim did Homeowners of America offer temporary residence during this ordeal. My family of four, two dogs and a cat day after month, month after month, had to live in a home contaminated with high mold levels. Second, if a company is dealing in good faith, the appropriate lines of communication need to be open. For instance, several messages were miscommunicated through email and the telephone. Lastly, if a company deals in good faith, it cares about the whole individual. Homeowners of America treated my family like second-class citizens. Second-class citizenship is exhibited in several ways.  
  -Requiring me to pay for a mold test and then receive reimbursement only after paying for the mold test.
  -Not taking my claim seriously because waiting more than seven business days to address the issue after mold tests were received.  
  Because Homeowners of America is putting my piece of mind on the backburner, this complaint continues, and I'm rejecting your response. On 3.22.24 at 4:32 PM through Priority Mail, I sent a demand letter to Homeowners of America. Please see the tracking number attached. Thank you!

  Business Response

  Date: 04/03/2024

  We are in receipt of the complaint for the consumer and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 3, 2024, by phone/email.
  

  Sincerely,

  Complaints Resolution

  Customer Answer

  Date: 04/03/2024

  I am rejecting this response because:   
  Homeowners of America Insurance Co. was extremely negligent in addressing the issue after mold test was given to Ms. ************ She replied 1.4.24, and then panicking replied more than two weeks later.  This business failed to act in good faith which is not policy, but rather law.  My next communication with this defendant will continue in ***** Small Claims court for the maximum allocation.  Thank you and God bless!

  Business Response

  Date: 04/04/2024

  HOAIC stands by its previous responses. 

  Thank you,
  

  Complaints Resolution

   

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and her family have been displaced from their home for over a month. Homeowners of America, *******************************, Insurance Case Worker has not processed their claims giving one excuse after another. She claims that the checks are in the mail for repairs and living expenses but as of today has not been received. The contractors are waiting on her approval to start the repairs on their home. The bottom floor was flooded due to a leak under the island. Their kitchen is not accessible because the floor had to be removed, the island had to be taken out and her appliances are not working. There was mold found underneath the entire floor of the kitchen. This has caused them to be displaced from their home and they are suffering from financial hardship. ******** supervisor can not be reached by telephone or email. I dont know what to tell them since there is no way to contact anybody else in this Homeowners of America Insurance Company. Please help them get back into their home and get funds for living expenses until the contractors have completed their job. I have never seen an insurance company treat their clients as if theyre livelihood and health/mental status doesnt matter!

  Business Response

  Date: 03/15/2024

  We are not able to locate this customer with the information provided.  Please submit a policy number and/or claim number.

  
  Thank you,

  Complaints Resolution

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had storm damage on my home at ********************************************************************* on August 8, 2023. I contacted Homeowners of America on August 10, 2023. They did their estimate and sent out an initial check. It is very difficult to find a general contractor that does roofing as well as the other repairs that needed to be done. I found a general contractor but their estimate was very different. I contacted Homeowners of America several times to try to get a supplemental estimate and left at least 10 messages for the adjuster, *******************************. ******* refused to communicate with me or call me back at all. That contractor quit because he wasted too much of his time trying to get ******* to respond. I found another contractor again, their estimate was different. I called more than 10 more times and left a voicemail each time. ******* never called back. Finally, through email we got ******* to respond through email. She sent an estimator out and I never heard from them as promised. I called several more times and ******* finally responded through email that they were not going to cover O&P which after doing some research apparently means overhead and profit which is how the general contractor gets paid. Now my second contractor quit. It is now 6 months later, my house is getting more and more damaged by the **************************** has never called back. I dont have another contractor and Homeowners of America is playing games while my home is getting more damage by the day.

  Business Response

  Date: 02/28/2024

  We are in receipt of the complaint for the consumer and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on February 16, 2024, by email.
  

  Sincerely,
  Claims Department

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hippo dropped ** with no notice. It wasn't until after several inquiries that they sait it was because we had an older home and that they needed evidence that the mechanicals had been updated. We sent them photos as they requested, no response. We sent receipts that dated the upgrades back to 2010. They responded that "per their guidelines in ********" the upgrades could be no more than 10 years old. Who has the need or the money to upgrade their systems every 10 years?

  Business Response

  Date: 11/29/2023

  
  November 29, 2023

  
  Policy #************
  *********************
  ******************************************************
  **************
  
  
  The referenced policy was written on HO3 policy form for **************** to cover his property located at ***************************************************** effective 9/2/2023. The policy was submitted to us for binding by ********************* Mr. ******* agent.
  
  Based on the terms and conditions of the policy, we may cancel for any reason within the first 60 days of the policy period. The first 60 days of the policy period are known as the underwriting review or discovery period. During this time, we order underwriting reports and exterior inspections and review applications for qualification with our company.
  
  Cancellation 1. You may cancel this policy at any time by returning it to us or by letting us know in writing of the date cancellation is to take effect. 2. We may cancel this policy only for the reasons stated below by letting you know in writing of the date cancellation takes effect. This cancellation notice may be delivered to you, or mailed to you at your mailing address shown in the Declarations. Proof of mailing will be sufficient proof of notice. a. When you have not paid the premium, we may cancel at any time by letting you know at least 10 days before the date cancellation takes effect. b. When this policy has been in effect for less than 60 days and is not a renewal with us, we may cancel for any reason by letting you know at least 10 days before the date cancellation takes effect.
  
  Please note that our underwriting guidelines and rates are submitted and approved by the **************** of Insurance. In order for new business applications to qualify for coverage with our company, we require proof of current updates (within the last 10 years) to all four major systems of the home which include electrical, plumbing, Heating HVAC, and roof. If the risk does not meet these qualifications, then we will issue a notice of cancellation on the policy.  Mr. ******* home was built in **** and the application shows updates as follows: roof 2006, plumbing 2010, and electrical 2010. As a result, we have issued a cancellation notice for lack of updates to the property.
  
  A cancellation notice was mailed to **************** on 10/26/2023 and copies were mailed to Hippo Analytics and his mortgage company, **************************, effective 11/29/2023 at 12:01 am. A refund in the amount of $1274.00 will be mailed to **************** on 11/29/2023 for the unearned premium.
  
  We hope this additional information provides the Department with the information it needs to consider this complaint file closed. However, should you have any questions or require anything further, please do not hesitate to let us know.
  
  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone:************
  Toll Free: ************
  www.hoaic.com

  
  

  Customer Answer

  Date: 11/30/2023

  I am rejecting this response because: I was not informed of the underwriting process by *****. I supplied the photos requested twice and receipts for the upgrades completed. I was not made aware by ***** or HOIA that the upgrades had to be less than 10 years old. It wasn't until after I submitted the receipts that this limitation was expressed to me. When I asked supporting documentation I was told that would not be provided and that it was the brokers responsibility to inform me. 

  Business Response

  Date: 12/04/2023

  The underwriting review or discovery period is an industry standard and compliant with the laws regulating insurers.  We have no further comment.

  We hope this additional information provides the Department with the information it needs to consider this complaint file closed. However, should you have any questions or require anything further, please do not hesitate to let ** know.
  
  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

  Customer Answer

  Date: 12/04/2023

  I am rejecting this response because this information was not disclosed to me before paying the premium. The information should have been requested by the agent beforehand. 

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on 7 October 2023 about my gas water heater not working and there was a ******* on site to let them know that my gas water heater was not fixable at all. I called back today to let homeowners of America insurance company know that I changed out 7 boxes that were damaged from the ************** that was extremely wet. and both times the agent were rude and rushed giving me the information. This is my first time going through a process like this and I'm trying to get the information and understand the process, so I asked are you being timed, why are you speaking so fast because I can't Write that fast to copy down the information. I would never do this, I did 15 years in the military and worked on the civilian/federal side 9 years helping soldiers and civilians and would never rush and talk to them like that. I would make sure they have all the correct information, make them feel comfortable, and they would not have to coming and calling back multiple times. Someone did come last week 11 Oct 2023. I had called several times left messages since 13 Oct 2023 and today 17 Oct 2023 and gotten no response. I was told I was going to have to do the work and look for another gas water heater, take pictures, fill out paperwork and I have done those things even if I gotten it wrong. I have done the best I can with no guidance or help from anyone. it has been sine 6 Oct 2023 and today is 17 Oct 2023 and I haven't had a hot shower at all. I have talk to others who have went through this process who have said they got their replacement within three days so I'm trying to see why I'm not getting the same treatment or process or why no one is communicating to me at all and yes, I know every company is different but still no reason it should but be taking this long and I'm constantly calling and leaving voice messages and still no response, but yet I'm suffering as a disable veteran..

  Business Response

  Date: 11/11/2023

  Please see attached response letter.