Insurance Services Office
FloodSimple Insurance Services LLCComplaints
This profile includes complaints for FloodSimple Insurance Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:10/25/2024
Type:Service or Repair IssuesStatus: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.
Overall very disrespectful experience. First the quote started off with the agent putting the wrong flood zone and overcharging me. Then it was corrected. The price went from $2900 to $1000. Then when I accepted the policy it went back to $2600. I have all the documentation to prove it was a bait and switch. Then when I asked for a manager to explain to me why I received a quote for $1000 she said there was no record. Sounds like they made a mistake and then trying to cover it up. I was nothing but professional and she said she wasnt talking anymore and disconnecting my call. I asked for a higher to to call me and no response. They know they made a mistake. I just need an understanding.Adding to the reply from them - I requested the agent to review the call. My professionalism was perfect. They just dont want to admit to a mistake nor take the time to call me to advise they made a mistake. Just more a less put it off on the customer.Business Response
Date: 10/26/2024
Dear Better Business Bureau,
We take customer feedback very seriously and are committed to providing a clear, professional experience for everyone seeking flood insurance coverage. We would like to respectfully clarify that the statements made by this individual are factually incorrect. The premium quotes we provided were based on the information supplied by the individual, which changed multiple times, resulting in necessary adjustments to the quoted amounts.
We also want to clarify that this person is not, and has never been, a customer of ours. After careful consideration, we made the decision to decline offering a policy due to the individual's rude behavior and use of inappropriate language toward our staff. As an insurance provider, we pride ourselves on transparency and professionalism, and we do not tolerate any form of abuse directed at our team members.
The disparaging comments made regarding our business practices are inconsistent with the level of service we provide, as evidenced by the thousands of five-star reviews from our satisfied customers who value our dedication and professionalism.
Thank you for your attention to this matter.
Sincerely,
******* ********
Owner, FloodSimple InsuranceCustomer Answer
Date: 10/26/2024
Complaint: 22475312
I am rejecting this response because: I was never rude. I only asked them why I received the following quotes -(1) $2900 something - it was the wrong flood zone. I provided my fema info
(2) $1000 something - corrected and I agreed to purchase then I went to pay the invoice and the price changed
(3) $2600 something - what it changed to and they said they never send $1000 quote
I Called and ask for a manager and this lady called back and said it was a recorded line and told me no one ever sent me the $1000 one. FYI I have a 44 page doc that was sent from them. I asked her to explain and she said she was 3 up in the company and she didnt care the line was being recorded or not that quote wasnt sent. She was highly unprofessional and wouldnt explain anything. She just said she was disconnecting the call cause she didnt want to explain anything.
This claim I was rude is a lie. Their calls are recorded so I give you permission to request the call info to verfiy I was in the right.
A Customer shouldnt be treated this way at all. Then them lieing to try to cover it up? A simple we made a mistake and here is the reason why and that we cannot honor it would have been sufficient. However them just trying to pass it off as you see as I was rude should be an indicator.
At this point I will never do business with them even if it was free but someone needs to know since flood is a fema regulated item that these people are mid quoting people. I even did what she said and called back my insurance provider. They ran the same quote through the same company and it came back $1800. She said all companies are the same and I wasnt aware of that so it thats the case why are they trying to charge the consumer more.
My time is valuable so this is my response and you can close the case as I feel they will just lie some more to try to hide the truth. If you want I have (3) quotes that are 44 pages from them. I will attach (3) screen shots showing the amount but if you want the full doc I need somewhere to send them cause the file size is too large to upload .
Sincerely,
***** *****Initial Complaint
Date:06/23/2023
Type:Billing IssuesStatus: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.
AFTER RECEIVING A PREMIUM STATEMENT THAT WAS MORE THAN DOUBLE IN November 2022 ON MY FLOOD INSURANCE, I STARTED SHOPPING AROUND FOR DIFFERENT COVERAGE. I FOUND NEW COVERAGE IN DECEMBER AND CONTACTED FLOODSIMPLE AND TOLD THEM THAT I WOULD NOT BE RENEWING THEIR POLICY. MY POLICY WAS NOT DUE UNTIL MARCH 10, 2023, YET EVEN AFTER CONTACTING FLOODSIMPLE, THEY WITHDREW $3984.75 OUT OF MY ESCROW ACCOUNT. MY NEW COMPANY WITHDREW THEIR PREMIUM ON February 7, 2023. I WAS OUT OF THE COUNTY UNTIL APRIL AND DIDN'T REALIZE WHAT HAD HAPPENED UNTIL I RECEIVED AND ESCROW STATEMENT FROM MY MORTGAGE COMPANY. I CONTACTED FLOODSIMLE, WHO AT THIS POINT WILL NOT COMMUNICATE BY ANY OTHER MEANS THAN EMAIL. THEY AGREED TO A PARTIAL REFUND OF $2929.51 ONLY AFTER I SUBMIT A COPY OF MY NEW POLICY. THAT'S A DIFFERENCE OF OVER $1055! I CONTACTED THEM ABOUT THE DIFFERENCE AND THEY SAID IT WAS BECAUSE I CANCELLED THE POLICY BEFORE THE TERMINATION DATE, WHICH WAS NOT TRUE. THIS COMPANY IS STEALING MONEY!Business Response
Date: 07/05/2023
I am writing in response to the complaint lodged by our valued client. We understand the concerns raised and empathize with the situation. However, it's important to clarify a few points to ensure a comprehensive understanding of the circumstances.
Our records indicate that both the client and their mortgage company received three renewal notices, each of which explicitly stated the increased premium amount. Regrettably, we did not receive any communication from the client or their underwriter before the flood policy was renewed. The first contact we had from the client was over three months after the renewal date.
We want to assure you that our company is always ready and willing to assist our clients in either non-renewing their policy or finding a more cost-effective alternative. This was communicated to the client on multiple occasions. The client, however, explained that they were out of the country and unable to make contact before the renewal date.
It's worth noting that annual premium increases are a standard part of the insurance industry. Each year, we assist hundreds of clients who wish to non-renew their existing policy or purchase a new one. However, it is crucial that clients reach out to us or their underwriter to facilitate these changes before their policy renews.
The client has claimed that FloodSimple withdrew $3984.75 from their escrow account. This is a misunderstanding. The client's mortgage company paid the renewal invoice in accordance with their established agreement. Insurance companies, including ours, do not have the authority to withdraw funds from escrow accounts. If the client had contacted their mortgage company as they stated, the mortgage company, following standard practice, would not have paid the renewal invoice.We have had several phone conversations with the client, during which their conduct became increasingly unprofessional and aggressive. As a result, we made the decision to continue our communication via email to maintain a record of our interactions.
We hope this response provides a clearer picture of the situation. We remain committed to serving our clients with the utmost professionalism and respect, and we are always available to address any further concerns.Sincerely,
*******************************
Customer Answer
Date: 07/07/2023
Complaint: 20227649
I am rejecting this response because: I did reach out to FloodSimple about a month before the money was withdrawn on January 30th. I know this as fact because I called them right after I signed with ****** Insurance to let them know not to renew my policy. It was my understanding that I didn't need to do anything else at that point. It was only after my seeing that the transaction actually did take place after I received my escrow notification and making an additional call to FloodSimple was I told that I needed to provide proof of my new policy as well as sign a form stating that I wanted to terminate my policy.Furthermore, I spoke to a customer service agent at the producer company by the name of **** who specifically stated that someone dropped the ball at FloodSimple. I explained everything that had happened and everything that ****** and I spoke about on our recent phone conversation. **** stated "that FloodSimple should have notified them-- not me, that is what we use them for is to manage our clients policies."
Sincerely,
*********************Business Response
Date: 07/14/2023
Dear Better Business Bureau,
Thank you for providing us with the opportunity to respond to the consumer's rejection of our proposed resolution. We appreciate your efforts to facilitate a fair and satisfactory resolution to this matter.
We would like to clarify a few points in response to the consumer's claims. Firstly, our records do not indicate any calls from the insured around the date mentioned, that is, a month before January 30th. Furthermore, we do not have any employee named **** who could have interacted with the insured as claimed.
If the insured had indeed contacted FloodSimple a month before January 30th, as claimed, this would have been around February 10th, 2023. However, the letter from ****************** is dated February 18th, 2023, and according to the insured, the mortgage company paid the flood policy on January 30th.
It is contradictory and illogical to claim that FloodSimple would have advised the insured that no further action was needed on their part, given these circumstances. Moreover, the insured has not provided BBB with any signed and dated documentation of their non-renewal or termination of their policy with NCIP.
In light of these facts, it is clear that the insured did not contact their mortgage company before January 30th and should have contacted NCIP before May 30th, 2023, which is the date of the letter and several months past the date their policy was renewed.
We respectfully recommend that the BBB request a copy of the signed and dated NFIP cancellation form from the insured and documentation related to the communications with their mortgage company. This will provide a clear record of the insured's timing related to cancelling their policy and communications with their mortgage company.
We remain committed to resolving this matter in a fair and transparent manner. We appreciate your assistance in this process and look forward to a satisfactory resolution.
Best *************************************************** President ***** CEO, FloodSimple Insurance Services
Customer Answer
Date: 07/28/2023
Complaint: 20227649
I am rejecting this response because:I is very apparent that ******************************* (President ***** CEO of FloodSimple Insurance) does not want to do the right thing in this dispute. ******************* may have skimmed over my last rebuttal, but spent no time in comprehending what I actually wrote. This has been a common theme with all of our communications thus far. In my initial statement I wrote how it was almost impossible to actually speak to someone for help, because their preferred method for communications was email. I in fact called FloodSimple on many occasions asking to speak to someone regarding a problem and each time the lady who answered the phone directed me to email them or after realizing that I was distressed over this fact, took down my contact information and said that someone would contact me shortly. Other than a phone call from ******************* himself (this was weeks after my initial contact with *************************** (a ************ Associate) on 5/23/23), it was the ONLY time that I actually was able to speak to someone regarding this matter. Yet in his initial response to the BBB, he clearly stated that the reason for electronic communication was due to myself being "increasingly unprofessional and aggressive" during those interactions. While I will admit that I was direct in my intent, I was NEVER hostile, disrespectful, aggressive, or unprofessional to any of those associates and I would like him to prove evidence otherwise. As I stated before, I never was able to actually speak to any of his associates other that the person who answered the phone, and in this fact, I believe is the main problem with this company. The reason I believe this, is when I initially called and stated my intent to cancel my policy (December 2022-January 2023), I was told because the policy expired on March 10, 2023 that no other action was required. Yet, only after I realized months later (around May 20th) what had happened I was told about needing to complete the intent to cancel coverage form.
Furthermore, during my phone conversation with *******************, I was explaining why my new plan did not bill my mortgage company until Feburary 7th, 2023 due to the required 30 day waiting period. He totally discounted this explanation and stated "I don't know who told you about a 30 day waiting period, but that is just untrue". Well in fact it was an Associate from ****** National Flood Insurance Company who explained this to me. At the time, I did not understand why he would say such a thing, so I called ****** Insurance and they explained it to me. Any Flood Insurance policy that comes from NFIP carries a 30 day waiting period before becoming active so that false claims cannot be made from people buying Flood Insurance immediately after a true flood occurs. In Fact, in the early 1990's Congress apparently increased the waiting period from 5 to 30 days in an effort to combat false claims being made. During his last response, ******************* stated that the dates of my initial contact with his agency are not logical, but to the contrary they are logical. I stated my initial contact to cancel the policy with FloodSimple was December 2022-early January 2023. I know this to be fact, because after agreeing to buy a policy from ******************, I immediately called ************ to cancel their policy. I surely, did not want a deficit in my mortgage escrow account due to having them pay out a claim that shouldn't have be billed in the first place. The date of the ****************** policy of 2/18/23, merely reflects when they printed the notice, and the second page of my mortgage statement (uploaded today) will reveal this. It clearly shows that FloodSimple issued a bill and was paid on January 30, while ************ took a week longer due to administrative task and the 30 day waiting period issued a bill and was paid on February 7.
In addition, ******************* in his last response started that his company has no such employee by the name of ****. I totally agree with this, but this just proves my point in that he is not concerned with making my dispute right by issuing a full refund. This is because if he would have spent any time reading what I in fact wrote he would have realized **** is a customer service agent from the *** department of the producer company ******* of ******. In *************************** during our phone conversation gave me their phone number **************, which I called shortly after ending our call. I spoke to **** who was a customer service representative who explained to me that FloodSimple did not fulfill their duties upon me notifying them of my intent to cancel. ******************* in his last statement explained that I should have called NFIP directly, **** explained to me that this is just untrue. **** stated that FloodSimple purchases and manages policies on behave of their customers for ******* of ******. He also stated that if FloodSimple would have notified them of my intent to cancel, the would have at minimum held the billing of my mortgage company until it was clear that I had new coverage. ******************* keeps deflecting blame onto me the consumer, by stating that I don't know the facts and is illogical in my presentation of dates and proof. He is the one person that can make this right, but refuses to even give a moment of his time to help a so called "valued client".
Sincerely,
*********************Customer Answer
Date: 08/15/2023
Unfortunately, I do not have an exact call log due to the fact that I have a prepaid phone service. I know for fact that I called FloodSimple immediately after I agreed to my new policy with ************. I reached out to my new broker to see if they had such a log and they did not, but they have a email from me stating my loan number and mortgage company so that they could proceed with the new policy. The date on that email was January 9th 2023 and the agents name is ***************************** at *************** Insurance Partners. She will forward a copy to me and I will forward it to the BBB.
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