Business Profile

Insurance Companies

Heritage Property & Casualty Insurance Company

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Complaints

This profile includes complaints for Heritage Property & Casualty Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

61 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:05/19/2023
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.
I was overcharged for my homeowner's insurance by a substantial amount. I live in a townhouse but was being billed for a mult-family unit which was costing more than $2,000/year than I needed.
Business Response
Date: 05/23/2023
05/19/2023 BBB Case Number: ******** NAIC #*****

** 2019 the insureds premium was $1,187.00. In 2020 the premium was $1,316.00. For the 2021-2022 term the premium was $2400.00. On May 30, 2022 we extended a renewal offer to the insured for $2,921.00. The renewal premium was paid in full on July 22, 2022. Heritage has confirmed the insured has not been overcharged.

Customer Answer
Date: 05/25/2023

Complaint: 20080902

I am rejecting this response because: I was paying to insure things I dont even have i.e. other outdoor structures. I live in a townhome/condo and dont have any type of outdoor structures. Two different insurance companies advised me of this issue and said I was over paying and insuring things I dont even own.

Sincerely,

*****************************
Business Response
Date: 05/30/2023
05/30/2023 BBB Case Number: ******** NAIC #*****

Heritage Insurance operates under an independent agency distribution model. As such,independent agents submit coverage applications to ** and in many cases, have full binding authority. On July 11, 2019 the insured signed a Heritage Insurance Application, provided by the insureds agent, which states by signing below you acknowledge that you have had an opportunity to evaluate the terms and conditions of the policy and endorsement. At any point since inception in 2019, the insured had the ability to make coverage revisions.
Customer Answer
Date: 05/30/2023

Complaint: 20080902

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:05/08/2023
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.
On 10/31/2022, We requested a stop payment and submitted a change of address to Heritage *********************************************** Company due to the sell of our home and Home Owners Policy (policy number NCH0040448) being cancelled. on 11/8/2022 I followed up with the company and our umbrella agency Goosehead Insurance and was told the address had not yet been updated despite a copy of the form sent in and accepted on 10/31/22 and signed by *******************************. They stated they would send the check to our new address. It has been over 6 months and we recently got a letter to our new address **************************************************************************************** asking if they should resend a new check as it had not come out of their account. I checked yes and returned this. I called on 4/21/2023 and was told it was sent out on 4/18/2023, but the representative stated she could not tell me which address it went to. It is now 5/8/2023 and we have not seen this check.
Business Response
Date: 05/09/2023
05/08/2023 BBB Case Number: ******** NAIC #*****

On November 9,2022 a refund in the amount of $2,119.94 was sent to ********************************************************************* On April 17, 2023 we placed a stop pay on this check. On April 19, 2023, a refund in the amount of $2,119.94 was sent to ******************************************************************** Heritage insurance has not received a request to update the mailing address to-date. For further information regarding the mailing address update, we recommend reaching out to Goosehead Insurance or to ** directly.
Initial Complaint
Date:04/27/2023
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.
Policy Number: HOH618492 Claim: H123396 ******* Property Address: ************************************************************* After suffering a lose on 04/13/2023 due to a ruptured toilet bowl pipe, I filed a claim with Geico/Heritage insurance. The house was due to sold and closed on 04/14/2023, but this was cancelled due to damage from the lose. My homeowners insurance was due to be canceled on 04/15/2023. When I called Geico to attempt to extend and reinstate my insurance policy I was instructed to write a letter that was not truthful and or forthcoming, but I refused. ***** representative stated that I need to make certain statements on the letter that were not true in order to reinstate my homeowners insurance. When I stated that I could not write the letter the way that ***** wanted me to, the representative stated that Heritage insurance could not reinstate the policy without this fraudulent letter, and I ended the phone call. When I called Heritage insurance directly, they stated that I could not reinstate my policy after filing a claim. After Filing a homeowners claim with Heritage insurance, I was connected with an insurance Claims Examiner ***************************. ************** was contemptuously disrespectful, ignored phone calls/emails, and ignored an itemized bill from the water mitigation company in an attempt to defraud the water mitigation company of proper payment. ************** was attempting only to issue a ******** payment to the water mitigation company, who in fact was owed upwards of *********. After letting ************** know I was suffering a hardship due to inability to secure homeowners insurance on my VA home and that I was a Veteran/prior ***, she stated that that had nothing to do with her and completely ignored me thereafter.
Business Response
Date: 05/01/2023
Heritage received our customers notice of claim on April 13, 2022, and an inspection of the home took place shortly after. There was communication between the customer and the claim examiner through the handling of the claim. A payment for covered damages was made within three weeks of receiving the claim. Management had discussed claim with insured.
Initial Complaint
Date:04/24/2023
Type:Product 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.
Heritage *********************************************** Insurance owes me $3,491.00 for policy # HOH286203. They have had this money for over 3 weeks and have not attempted to return. Instead they have sent multiple statements showing the credit balance. When I called on April 18th a rude customer service agent claimed a refund was processed on 4/17 but could not provide a check # or reference #. I subsequently received another statement from Heritage dated 4/17 on 4/22. It is obvious no refund was ever processed. I demand an expedited return of my credit balance.
Business Response
Date: 04/26/2023
04/26/2023 BBB Case Number: ******** NAIC #*****

On April 18, 2023 a refund in amount of $3,491.00 was sent to via Check #****** to the mailing address on file. Our records show the refund has not been cashed as of April 26, 2023.
Initial Complaint
Date:04/13/2023
Type:Billing 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.
They refuse to return my calls and emails. I have been waiting on a payment from a claim that they approved. Now the roofing company has put a lean on my house.
Business Response
Date: 04/13/2023
Please provide a claim number and/or policy number so we can properly identify the policyholder and prepare a response. Thank you.
Customer Answer
Date: 04/13/2023

Complaint: 19924298

The claim number is H93645
The policy number is HOH 357569

Sincerely,

*********************
Business Response
Date: 04/19/2023
CASE ID: CASE ID: ********
This letter is in response to the complaint filed by the insured. The claim was reported for damages reportedly occurring on March 15, 2022 due to potential wind damage. Our field adjuster inspected the property and coverage was afforded by the desk adjuster on November 21, 2022 with a payment issued on the same date for roof damage. A Certificate of Completion (COC) was received with an issue date of February 21, 2023 though it does not appear that we have received any further estimates for review. No further emails from the insured were located, however, the desk adjuster ************************* is no longer with the company and will not be able to provide any information regarding the claim. Manager ******************************* reached out to the insureds by phone on April 19, ********************************************************************* questions. At this time we are pending further contact from the insureds to ensure their payment is received.
We look forward to moving this claim forward for the policyholder.
Initial Complaint
Date:04/10/2023
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.
On sept 28 our house was ravaged by hurricane ***. We have been insured by heritage for decades. We still pay them each month. Our damage to our home was estimated at over 300 thousand dollars We recieved a check for ******* from heritage. Our adjuster says they will not respond to any correspondence what so ever. We have never filed a claim My husband has cancer and hasnt the strength to fight this company. Were frightened we will lose our home over this. Can you help?
Business Response
Date: 04/10/2023
We are unable to locate a claim with the information provided. In order to properly identify our customer, please provide a claim number and/or policy number. Thank you.
Customer Answer
Date: 04/10/2023

Complaint: 19911411

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:03/24/2023
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.
Feb 9 2023. Filed an insurance claim# H120901 for mold on our first floor condo unit. Our policy states that we have mold damage coverage. Unbeknownst to us we dont have water coverage as it pertains to mold. Heritage denied claim. Our kitchen lower cabinets were taken out and destroyed because of mold. Also our bathroom cabinet was thrown away because of mold. How can you have mold without water or moisture?Why write in our policy that we have mold coverage when they have a loophole to deny it? I told the supervisor that it would be good customer service to allow some coverage since we didnt know about no water. She denied that. Its very difficult to talk to the reps, and to return my many voicemails. **************** is lacking. On the ******************** website there are many one star reviews about Heritage especially about mold. Our original salesperson that sold us the policy said that we have $10000 mold coverage especially in *******, but neglected to tell us about no water. The no water statement is way down in the policy. But who would think that mold coverage, which needs moisture and water, be denied? Because of the kitchen and bathroom cabinets were destroyed by ATI remediation company, we only have running water in our bathtub. Very difficult to wash hands or dishes. Thank you.
Business Response
Date: 03/27/2023
On March 1, 2023, our customer reported that water leaked into their condo from the unit above causing mold. Under insured policy there is no coverage for water damage as the insured has water damage exclusion. As we are unable to provide coverage for water damage, we are not able to cover for the mold that occurred as the result of the water damage.
Customer Answer
Date: 03/28/2023

Complaint: 19848329

I am rejecting this response because:
Heritage is issuing a policy that is deceptive. It states that we have $10000 mold coverage. Why have a stated mold coverage when you cant have water. Does not make any sense. We did not ask FEMA because we had mold damage. So why is it that Heritage covers loss due to rain if there is a physical opening for a hurricane? Rain is water. We had rain water blowing in under the glass door from 90 mile per hour winds from Hurricane ***. And we had 1/8 inch of water on our tile floor which I quickly sucked up with a wet-vac. But as for mold, mold is mold. It is stated in our policy that Heritage covers mold damage. Thank you.
Sincerely,

*************************
Business Response
Date: 04/04/2023
If you believe you have damage from a hurricane, please contact Heritage to file a new claim as this claim was not reported for hurricane damage. Thank you.
Customer Answer
Date: 04/04/2023

Complaint: 19848329

I am rejecting this response because:
I am a practicing ********** and I try not to tell untruths. But lets suppose I am now creating a new claim for mold, and I lied that I did not know why I have mold, and I have mold in the kitchen cabinets and the bathroom vanity. You would probably ask me if there was any water leak or damage due to water. I will say no. You would probably say that mold needs water to grow. And I would say that I dont have any leaks, but I have mold. You would probably say that mold doesnt grow without moisture or water. Ok. Whats your solution? Would you cover the mold damage? I am supposing you are truthful. And you wouldnt know anything that happened from my previous claims. So would you cover that mold damage? I am supposing you are truthful.
Sincerely,

*************************
Initial Complaint
Date:03/24/2023
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.
Policy *********** Claim # *******. Submitted claim about hail damage to my roof. Heritage sent out an inspector and verified hail damage on 12/07/22. Heritage Ins responded on 27 Dec 22 denying claim stating no hail events occurred during our policy with them (9/3/19 - current), however we did have hail in 2017 and that we should file a claim with previous insurer Homesite Ins.Homesite responded that time had expired for us to file a claim with them. However, they went on to state "As reviewed with you on Jan 31,2023 weather reports post 2017 confirmed hail events on the dates of 8/6/2018, 8/9/2018, 5/29/20, and 6/3/2022." 5/29/20 and 6/3/2022 were periods we were covered by Heritage. I forwarded this letter from Homesite Ins to Heritage Ins on 3 Mar 2023, along with the attached report that I received from Stormersite indicating that we had hail using our house coordinates on 6/3/2022 just as Homesite stated.
Business Response
Date: 03/24/2023
On November 29,2022, our customer reported hail damage to the roof of their property with a reported date of loss as November 28, 2022. The loss was inspected on December 7,2022. The inspection revealed there were no hailstorms on record on or about November 28, 2022, in the vicinity of our policyholders home. The most recent hail event was in 2017. Heritage has afforded Homeowners Insurance to our customer since September 3, 2019. Our investigation reveals that the hail damage appeared to fall outside the policy effective dates and that the insureds notified their prior insurer. Therefore,the claim was denied as the weather records fail to reflect hail on the reported event date.

It is the position of Heritage Insurance *************** that we have acted appropriately in the handling of this claim and properly towards its insured with full regard for his interests and has complied with its obligations. We and have found the claim was properly denied based on the facts and circumstances of the claim.
Customer Answer
Date: 03/28/2023

Complaint: ********

I am rejecting this response because: I have submitted Hail report to ************************* and in this complaint (BBB) that indicates my house coordinates was effected by hail on 06/03/22. It's obvious they did not read the attachment submitted with this complaint.

Sincerely,

*******************
Business Response
Date: 03/29/2023
BBB REBUTTAL 1- *******- BBB ********

We received our customers rebuttal to the response recently submitted to the BBB. In our last response we noted and confirmed there were no hailstorms on record for November 28, 2022, his reported date of loss, so the claim was denied. Our customer is now asking that we consider hail damage to his roof on June 3, 2022. Our customer will need to submit a new claim with this date of loss for consideration.
Initial Complaint
Date:03/13/2023
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.
Our Claim was submitted 120 days ago (First claim for me in 20 years!) due to Tropical Storm ****** that came through the Tampa Bay area. We were immediately dropped by heritage shortly after filing the claim. Our roof is leaking in two locations and it damaged our bedroom ceiling in two locations. Left repeated phone calls and voicemails for the claims department (******) for status throughout the 4 month period, but none were returned. We called again on day 119 and refused to get off the phone until we got an answer. we were told verbally that claim amount is $11k and below the 12k hurricane deductible and therefor the the claim will be closed. I dont know how I can get any thing repaired for 11k. we have unfortunately contacted a lawyer since heritage is so un-responsive and is not taking our claim serious. No other insurance company will pick us up until the roof is replaced. DO NOT DO BUSINESS WITH THEM. If you are thinking about doing business with them, please email me first and I can provide more details *****************
Business Response
Date: 03/13/2023
Please provide a claim number and or policy number so we may identify the correct policyholder.
Customer Answer
Date: 03/13/2023

Complaint: 19584436

I am rejecting this response because:
Policy holder and policy number attached
H113139

Sincerely,

***************************
Business Response
Date: 03/21/2023
Heritage is currently investigating the Customers claim. Once Heritage has completed its assessment of the damages, the assigned desk adjuster will contact the Customer to discuss the claim and coverage under the policy. Heritage will continue to work towards the resolution of its Customers claim.
Customer Answer
Date: 03/22/2023

Complaint: 19584436

I am rejecting this response because:
Heritage did reach out to have an engineer come out and assess the property damage. Waiting for the engineer to contact us so he can inspect! I appreciate the fact they are communicating with me!

Sincerely,

***************************
Initial Complaint
Date:02/20/2023
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.
We filed a claim for damages from Hurricane *** on 9/8/2022 claim #H98298. I was contacted by our 1st desk adjuster shortly after. A field adjuster came on 10/5/2022 to assess damages and told us he was recommending a complete roof replacement due to missing and lifted/damaged shingles in multiple areas. We would reach out to the desk adjuster every few weeks and would get the same response. "I have everything I need just need to finalize and get management approval." On 11/30/2022 we tried contacting the desk adjuster again via telephone and email and found both to be no longer valid. Four additional desk adjusters later and we finally received a letter on 12/24/2022 stating what Heritage considered the damage to be. We immediately reached out asking for a copy of the field adjusters report because there was significant damage missing is this claim determination. We discussed via phone on 12/29/2022 and the desk adjuster asked us to provide details of what our roofing company recommended which was provided to them on 1/6/23. Since then we have tried to get an answer via phone, email, and text message to no avail. Now when we telephone the number is always busy, even on the weekends so my fear is we will be assigned to another desk adjuster. I will be contacting the main line again and also get the mediation started.
Business Response
Date: 02/27/2023
The claim that is the subject of the above complaint, was reported on September 24, 2022, for wind damage to property from Hurricane **** At this time Heritage inspected the property and rendered a coverage determination within 90 days as required by ******* Statute.

Heritage completed its investigation of the Customers claim and issued payment in accordance with the terms of the applicable insurance policy and Florida Statutes. The assigned desk adjuster sent a letter explaining the coverage decision and payment to the insured via ** Mail on December 21, 2022; an itemized estimate of the damages in support of the coverage assessment were enclosed with the correspondence to the insured.As of the date of this response, Heritage has received information from the Customer disputing the loss or coverage. ********************** has since followed up with its insured to address their concerns and discussed applicable repairs with the insureds contractor.

Heritage is committed to handling your claim as efficiently and timely as possible, in accordance with the terms and conditions of the policy.

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Heritage Property & Casualty Insurance Company is NOT a BBB Accredited Business.