Complaints

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

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  Heritage Property & Casualty Insurance Company

  2600 McCormick Dr STE 300 Clearwater, FL 33759-1071

• 

  Heritage Property & Casualty Insurance Company

  4503 Woodland Corporate Blvd STE 100 Tampa, FL 33614-2432

• 

  Heritage Property & Casualty Insurance Company

  PO Box 22007 Tampa, FL 33622-2007

• 

  Heritage Property & Casualty Insurance Company

  1401 N Westshore Blvd Tampa, FL 33607

• 

  Heritage Property & Casualty Insurance Company

  20947 PO Box Tampa, FL 33622

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:12/06/2022

  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.

  My home was damaged in hurricane *** and Heritage is my homeowners insurance provided. I filed a claim with them on Sept 30th. I received an email from Heritage on Oct 14th claiming I would hear back 7 days after I am seen by an adjuster to receive status of my claim. An adjuster came to my home on Oct 24th and I never heard back from Heritage. I have followed up 4 times via email and attempted to call my claim examiner and her boss with no return call. I need help resolving my claim.

  Business Response

  Date: 12/13/2022

  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 has and continues to work diligently to resolve its Customers claim promptly and within the timeframes provided by the insurance policy and ******* law.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18517465
  
  I am rejecting this response because: I made additional attempts to contact Heritage and was given a direct promise to receive a call back from my adjuster to discuss status by 12/9/22 and that did not happen. I am still waiting on contact and this was promised by the supposed Supervisor.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2022

  On December 9, 2022, a Heritage representative spoke with the insured and provided contact information for the desk examiner assigned to the insureds claim. Shortly thereafter, Heritage completed the adjustment of this claim.  The assigned desk adjuster called the insured on December 13, 2022, and explained the coverage decision to the insured. A letter outlining the coverage decision and enclosing any relevant documents has been sent to the insured via email and US mail. At this time, the claim has been closed.

• Initial Complaint

  Date:11/28/2022

  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 survivor of Hurrican *** and contacted Heritage Insurance immediately after the storm and when we had phone service on Oct 2nd. Claim number is H103531; Policy HPH024763. Great, sent adjuster out on 10/15 and he said roof is total loss, water leaking through ceiling in 4 rooms of the home. OK, then nothing. I have called them ***be 20 times since. I have not spoken to a desk agent and was told 3 times by whomever answered that my claim representative no longer works there. Thank goodness I have had a blueroof tarp put on the roof. I left detailed messages and sent emails with NO reply. I have emailed pictures and receipts. I am concerned about the health of my family and pets. I have had no one inspect for mold spores that *** be growing from the water damage in the crawl space/ceiling and can get no direction on how to procede. I am at a total loss on how to procede with this overwhelming task and the safety of my home. We like many others here, have no where to go. I am a nurse and know that this *** be an unsafe environment and that the hurricane damage should be taken care of much sooner that this. I have no idea what is covered and therefore what can I afford to repair in my home. I keep finding new damage and have no one to even discuss with. WHAT Is covered? Is roof, mold remediation, fence, ceilings, insulation, AC concrete pad busted, tree/***** removal? Contractors don't even want to quote or schedule until I have approval from my insurance company. I am seriously considering contacting a private adjuster that are advertising but I am afraid of being scammed. I feel lost and abandoned by Heritage Insuranse Company.

  Business Response

  Date: 11/30/2022

  BBB 18459472

  Heritage has completed the adjustment of this claim. The assigned desk adjuster called, spoke with the insured, and explained the coverage decision to the insured.  Payment for covered damage is being processed.

• Initial Complaint

  Date:11/23/2022

  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 have extensive damage from Huricanne ***. A field adjuster has been here and recorded everything while in our presence and we are unable to find out what Heritage intends to pay and to get them to give us some money so we can begin repairs. Phone calls are not returned and emails are not answered.We are being ignored and we need some results.

  Business Response

  Date: 11/30/2022

  Complaint Number:                18452426

  This above-referenced claim was reported on October 2, 2022, for wind damage to property from Hurricane **** At this time Heritage has inspected the property and has been in recent communication with its insureds. The policyholder alleges that Heritage did not return his calls or speak with him directly.  However, our records indicate that Heritage responded to all communications from the insured.
  
  Heritage is currently investigating the claim and will provide a coverage decision as soon as possible, in line with ******* Statute s. 627.70131.  Heritage has at all times performed its obligations under the insurance policy in a prompt and diligent manner with due regard for the interest of its insured.Because the claim is still under investigation as of the date of this response,Heritage cannot guarantee coverage will be afforded.  If there is damage to the insured property that is covered under the applicable policy of insurance, Heritage will extend such coverage and issue any applicable payments.

   

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 18452426
  
  I am rejecting this response because:

  
  Heritage Policy #HOD006038 Claim #HP216074 On December 10, 2022 Heritage issued a check to us for $32,057.51 for Coverage of a gross loss of $35,367.51. In January when I got an estimate for the repairs of the stucco surface on the exterior of our home additional damage was found and in compliance with ******* Law the entire house had to be painted so everything would match. On March 1st my annual premium was due. I had not received any renewal notices and I missed the due date. On March 6th they canceled my policy and refuse to reinstate it. On March 15, 2023 I received a reminder notice. The noticed was dated February 9, 2023. They have refused to acknowldge these circumstances and continure to refuse to reinstate it. The policy remains canceled but the claim remains open. On March 8, 2023, I filed a supplemental claim for the work to repair and paint the exterior of our home in the amount of. $6,948.00. There was an amount of $952.00 included in the origianl settlement to cover the stucco repair. Actual coast $7,900 - $952.00 = $6.948.00 , the amount of the claim. I have no home owners insurance and cannot purchase new insurance while I have a claim open with Heritage Insurance. This is what I need: 1. Reinstate my insurance or 2. Expedite the decision on my supplemental claim and close the claim so I can get new coverage.
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/30/2023

  March 29, 2023
  
  BBB Request # ********
  
  Heritage has responded to the concerns of our customer. Our policyholder received ********************** benefits from their policy with Heritage Property & Casualty Insurance.Payments were issued in a timely manner for the repairs needed at their home as well for their temporary housing that was necessary while their home was being repaired after the fire.  However, our customer reported supplemental repair costs.
  A Heritage representative has contacted our policyholder and reached an agreement for the amount we will pay to settle and close his claim to his satisfaction.  

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 18452426
  
  I am rejecting this response because:

  Gentlemen,

   

  My complaint had asked for two things to happen:

  Reinstatement of our insurance.

  Resolving the outstanding claim and closing the claim.

   

   

  On Tuesday March 28 I called Heritage Insurance and spoke with a gentleman in the claims department (not my Desk Adjuster).   He had in hand the complaint I filed with the BBB.   We talked about our outstanding claim and  he said that the desk adjuster on my claim would be calling in a few days with the settlement offer.  He also indicated that the complaint had been forwarded to the underwriters department to respond to the reinstatement request.

   

  REINSTATEMENT OF INSURANCE

  We want to continue as a Heritage policy holder and feel that we  have been treated unfairly.   They have failed on numerous occasions to correct our mailing address on the policy.   We never received any notices in a timely manner.   We did receive one on March 15 that was dated February 9 reminding us our payment was due on March 1 ( A little late dont you think?)    They canceled the policy on March 6.  Only 5 days after the due date.    I believe this is unreasonable and they should reinstate our policy immediately.   This is important to us and need your help to make ithappen.

   

  RESOLVING OUTSTANDING CLAIM

  On Thursday March 30 our adjuster, ***************************, called and informed us of the settlement amount that they were going to pay for the claim as well as an additional amount we were owed for the completion of the new roof.   She indicated that she would be sending me a release statement that I should sign,  get notarized and returned to her.   At that time a check would be mailed and the claim would be closed.

   

  Currently, I have not received the release statement from ****** or any word from the underwriters.

   

  Ill update you as things progress.

   

  Thanks for your help!

   

  *************************

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

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 18452426
  
  I am rejecting this response because:

  I do accept Heritage response to the outstanding claim no action has been taken by them at this time.

   

  I do not accept the Heritage response to the underwriter complaint.

   

  The cancelation notice referred to that was mailed February 9 was received by me on March 15. 2023

   

  I take exception to the no payment has been received to date.  I attempted many times.   Since I had not received any notices, I was not aware of what the payment amount was and once the policy was cancelled they wouldnt allow me to make any payments.    Very aggravating.

   

  We still would like to be reinstated.

   

  What is the next step?  

   

  *****

   

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

  Business Response

  Date: 04/18/2023

  
  04/12/2023 BBB Case Number: ******** NAIC #*****
  
  
  On December 26,2022 an invoice for $1,613.00 with payment due date of March 1, 2023 was sent to the mailing address on file.  Our records show that payment was not attempted until March 7, 2023 when the policy was already in a cancelled status.  We are unable to offer reinstatement.  The insured will need to work with their agent to obtain coverage elsewhere.
  

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 18452426
  
  I am rejecting this response because:

  Past practice allowed 30days to pay and be reinstated.  This change is unfair  and discriminatory without notification of policy holders.

  
  *****************************

• Initial Complaint

  Date:11/21/2022

  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 put in an insurance claim with Heritage *********************************************** company over 4 months ago. As of today, 11/21/22, they still have not given me a decision on my claim. By State law, insurance companies are afforded 90 days to make a decision on a claim. They have far exceeded this timeframe. Heritage is playing games as my claim has been passed to 4 different adjusters. Allegedly, it is on the decision manager's desk. But it's been on that desk for over a month now. I have called, left messages, and emailed numerous times. No one wants to take ownership of my claim. The side story in all this is that Heritage Insurance is dropping my coverage in 7 days. I am unable to find new insurance because of this open claim. They need to rule on my claim asap.

  Business Response

  Date: 11/28/2022

  CASE ID: CASE ID: ********
  This letter is in response to the rebuttal on the complaint filed by the insured. The claim was reported for damages reportedly occurring on March 12, 2022 due to potential wind damage. Our field adjuster inspected the property on July 22, 2022 and noted broken and cracked tiles throughout the roof, but was unable to confirm damages due to wind as reported. To further assist with the claim, we obtained the assistance of Intertek who inspected the property on October 4, 2022 and confirmed there is no damage related to the loss as reported, rather, the damage appears to be the result of thermal expansion and contraction and footfall.
  At this time, the claim has been denied and is effectively closed. The insured has been advised of the claim determination and has been provided with a copy of the denial letter.

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising 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 have had a compressive homeowners policy since I purchase this home 5 years , this policy was bought as it had a low deductible wind and hail policy . I have never had in file a claim before in my life and this experience has been very disappointing other than initial contact to file claim . I experienced substantial damage to my roof as a result of Hurricane *** and a hail storm we has in April of this year which resulted in many roofs being replaced since April . I called a local roofer who looked at the roof and agreed it had much damage and missing shingles I then called Heritage and filed a claim and they called and setup and appointment with an independent adjuster out of NC . Unfortunately my roofer had a family emergency and was unable as is the custom to be present when Brush county Adjuster showed 10/3 Having seen the infection process on neighbors roofs I was surprised when after a short time he was finished and when I inquired as to his findings he pronounced the roof had no hail damaged was repairable and I began to feel helpless. Calls to Brush county and finally Heritage my roofer sent his photos to them . On Friday the 7th The adjuster from Brush called and informed me they would only pay to replace the rear and much cheaper to replace roof with non current code compliant 3 tab 60 mph rated material and just replace the 2 missing shingles and ignore the many wind lifted and folded ones ..I was told by the local contractor repairs to the roof were not possible due to brittleness of the shingles I related this to the adjuster and his response was to have them try and if it failed send him a video and to provide the current roofing code standard to him . Call by my roofer and myself and more pictures showing the wind damaged lifted shingles were ignored . I have had no choice but to contact the ******* of insurance regarding this claim . The adjuster never contacted my roofer about his estimates or cost of repairs possibility given roofs age .

  Business Response

  Date: 10/19/2022

  Please provide a Claim number and/or Policy number so we can properly identify the policyholder..  We are unable to locate with the information provided.  Thank you. 

  Customer Answer

  Date: 10/20/2022

  My roof was damaged during Hurricane *** and a hail storm we experienced this April . I had a local roofing company inspect and they found missing and wind and hail damaged shingles on my entire roof .They helped me contact my insurer and a claim number H105418 on policy number sch0003531 . Heritage had an adjuster arrange to meet my roofer on Monday October 10 , unfortunately My Roofer **************************** had an family emergency arise that morning and was unable to be there . Heritages adjuster climbed up on my roof and after a relatively short time and no sign of the chalk markings seen when neighbors had adjusters on their roofs he climbed down and told me roof was repairable .This shocked me as all these homes were buid by same builder using same material and at the same time , my neighbors on either side andbehind and across the roads homes showing much less damage were all approved for replacement under their wind and hail policy's .The following Friday Heritages adjuster ************************* called proposing to only replace the much smaller rear roof and repair the front with non code current compliant 3 tab 60 mph shingles nd if repair failed on front to have roofer send him a video of the failure . I told him this was unacceptable and to contact my roofer and I sent pictures taken from the ground showing the clear wind separated/folded shingles  too brittle to be repaired .Again *************** refused ti reconsider and and believed the pictures showed the rear roof . No reputable roofing company will consider getting involved trying to repair such a badly damaged roof 

  Business Response

  Date: 10/24/2022

  Heritage Property & Casualty Insurance Company through normal procedures, investigates the loss and any damage reported by our insureds and makes coverage determinations based on policy benefits and exclusions.  Our customer asserts that the home suffered hail damage and that coverage was afforded to replace the rear slope.  His complaint is that no consideration was given to the code compliance which his contractor was to submit for the other two missing shingles on another slope, which we determined could be repaired easily rather than fully replacing the roof.  He further mentions that his contractor was not contacted by us, and that due to the shingles being brittle, the other roof slopes could not be repaired. 
  
  In this case, our policyholder submitted his hail damage claim on October 4, 2022, with a Date of Loss of September 30, 2022.  Our claim adjuster contacted our customer on October 5, 2022, and the inspection date was scheduled for October 10, 2022.  Heritage received the field inspection report and promptly issued payment for the repairable loss.  
  The policyholder alleges that Heritage did not return his calls or contact his contractor to speak with him directly.  However, our records indicate that all communications were responded to promptly (most usually on the same business day). 
  Heritage takes every claim seriously, communicates directly with the policyholder regarding their loss, and does our best to provide our customers with informative and fair claim service.
  

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18241801
  
  I am rejecting this response because: My roofer was not present during your adjuster very brief exam  because my roofer had a family emergency and I have never been able to open or view any of this adjusters report . Your adjuster was only on roof for a fraction of the time others spent on my neighbors roofs no chalking of the front slope damage was done , he stated only 2 singles are missing / damaged when in fact the front roof even when viewed from the ground shows dozens upon dozens of wind lifted folded shingles . M roof has much more damage than the neighbors  roofs behind on each side and in front of my home which have been approved for or replaced ** spoke to other roofers who informed that the normal protocol on a disputed adjusters option is for a rein spection with a another insures adjuster and my chosen roofer , this was not done or to my knowledge a brittleness test Additionally my HOA will not allow multi colored mismatched roofing I can forward my from the ground photos taken on the Friday ************************* from ************ Claims only offered rear roof replacement and attempted repairs on the front slope .It seems apparent that given Heritages tremendous loss exposures in ******* its claims have been shaded and unfair to policy holders . Give me someone to send my phots to and a rein spection with  A different adjuster as is the norm in rejected settlement offers 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/27/2022

  Good Morning.  This matter is now being handled through the ** Department of Insurance.  All further communication will go through ** DOI channels. Thank you. 

• Initial Complaint

  Date:10/10/2022

  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 in May after receiving hail damage to my home. For 2 month I would call and check the status and they would state its under review. They then began telling me that no inspection was done as if I was delusional and imagine this man up on my roof inspecting it. We are now 5 month into waiting for my case to be worked. I have asked to speak to my adjuster or a manager several time that could help. The heratage representative would just give me a fake number each time that goes straight voice mail. Even tried leaving voice-mail with this fake numbers and nothing has been done. 5 months later and hundred of phone calls I was finally able to speak to a case manager that stated my case has not been assigned and they will let me know when they will assigned it because now they are busy with new claims after the hurricane. They are under serious malpractice when my case is 5 month old and should be prioritized over new ones.

  Business Response

  Date: 10/18/2022

  CASE ID: CASE ID: ********
  This letter is in response to the rebuttal on the complaint filed by the insured. The claim was reported for damages reportedly occurring on 04/04/2022 due to potential wind damage. Our field adjuster inspected the property on 4/23/2022 and confirmed there is no damage related to the loss as reported,rather, the damage appears to be the result of age-related wear and tear and thermal cycling. There is no weather event on the date reported as reported by the insured.
  At this time, multiple contact attempts to reach the insured by phone and email have not been responded to. We look forward to moving this claim forward for the policyholder...

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18180927
  
  I am rejecting this response because: no one has ever contacted me or e-mail me about this case however, I have made 100ths of attempts to speak to a representative and no one has responded to me.
  Additionally your statement about not  being any damage or weather event on the date of lost is a lie and can be proven by you actually doing your job and doing a simple ****** search of the date in question.

  For your convinced i have done your job and attached a weather report for there date in question as well as ******** article and fox news article that prove that there was golf size hail covering all of Highlands county.

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

  
  

  Business Response

  Date: 10/28/2022

  CASE ID: ********
  This letter is in response to the rebuttal on the complaint filed by the insured. The claim was reported for damages reportedly occurring on 04/04/2022 due to potential wind damage. Multiple contact attempts were made to reach the insured by phone and email. It is noted the phone number listed on file was incorrect and the party who received the call finally updated the desk adjuster that it was the wrong number. We have since established the correct point of contact and advised insured of payment issued to them on 10/27/2022.

• Initial Complaint

  Date:08/17/2022

  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.

  I filed a claim with Heritage Property & Casualty Insurance Company, claim # ****** on 6/2. An independent adjuster assessed the damage on 6/6 and I gave my recorded statement on 6/7. As of today, 8/17, I have not received any update from Heritage Property & Casualty Insurance Company by phone, email or mail. I have made several attempts to reach out to my adjuster via email and phone requesting a copy of the inspection report and a status update on a coverage determination and still no response. I have also sent several emails to their claims email address that have also been ignored.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/23) */
  CASE ID: *********
  This letter is in response to the complaint filed by the insured. The claim was reported for damages reportedly occurring on 03/12/2022 due to potential wind/hail damage. Our field adjuster inspected the property on 06/06/2022. A recorded statement was completed on 6/07/2022.
  In this complaint, the insured asserts he has contacted the desk examiner multiple times via phone and email and has not received a reply. At this time, the desk examiner has been reassigned and the new adjuster has provided a detailed letter indicating the next steps of the claim including engaging an expert. The adjuster also reached out to the insured and left a voicemail as well as an email with a copy of the status letter.

• Initial Complaint

  Date:08/09/2022

  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.

  I filed an insurance Roof claim back on 6/6/22. Was assigned an adjuster, Ms. M. who reached out to me and whom I answered all questions and gave my inspection report of the rental property. I had my HOA reach out also with info via email and telephone. Ms. M. after several non-responsive emails and voice mails finally got back to me to schedule a recorded phone interview. After she missed the set appt for the phone interview, I followed up and again no response. Finally, received a call 7/11/22 like nothing happened that we needed to set up another visit to inspect the roof from an outside roofing company, Tornado Roofing for 7/22/22. Met the inspector at the property while he conducted the inspection and took drone photos of the roof. I spoke with tenant and ask if I can inspect the ceilings and any damage that may be a result of the damaged roof. I witnessed and took photos of two locations in the upstairs bedroom and closet that had water-stained rings. I told inspector and asked him if he would like to see. He asked if I had taken photos and to send them to him, which I did. I followed up a week later, no response once again via email or phone. I even went as far to call Ms. Mansfield manager, Fred A. and still no response. Inspection Report was received on 7/27. I found out thru rep that my case was given to Ms. W. who has no contact info besides an email. She has also not responded to the various emails from me or my ins. agent.
  Called again 8/4, 8/5, 8/8 and again 8/9 that they cant get in touch with Ms. W. that they don't know if she even works here. I asked for a supv. and they could not get one mgr to answer the call. I asked for upper mgmt and was told that they don't accept calls. I am just trying to follow up on my claim and get payment for damaged roof and water leaks. This has been the WORST and blatant misleading and avoidance of a co. that I ever experienced. My coverage ends Aug 13, 2022. Tampa office

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  CASE ID:*********
  
  This letter is in response to the complaint filed by the insured. The claim was reported for damages reportedly occurring on 2/15/2021 due to potential wind/hail damage. Our field adjuster inspected the property on 06/08/2022. An expert was also engaged who inspected the property on 07/22/2022.
  In this complaint, the insured asserts she has contacted the desk examiner multiple times via phone and email and has not received a reply. At this time, the desk examiner has been reassigned and the new adjuster has provided a detailed letter indicating no coverage exists for the claim and reached out to the insured to explain the coverage determination.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 have a claim number ****** for a leak damage to two of our bedrooms. The claim was submitted back in June. All inspectors submitted their work the second week of July, and I have not received an answer. They removed the floor and remove dry wall around the rooms. I have been trying to contact Laura H, this person is in charge of my claim, but she is not accepting our calls, emails nor voicemails. On 8/5/2022 I called and talk to Sandra, and she was able to contact Laura via chat. She did not want to accept my call, and told Sandra via chat that she will reach out to me on Friday 8/5/2022 at 5pm. (They close at that time) I never received the call, and when I tried to call back I got the recorded message that the office has been closed. I have tried to reach out to someone else, but nobody wants to provide any status. Today 8/8/2022 I called again, and someone named Nicole answered, I requested to speak to manager and she stated can't transfer until she tries to contact Laura. Well again she never answer the phone or chat. I was transfer to a manager named Jennifer, and the call went to the voicemail. I left her a voicemail, but at this point I feel like nobody wants to provide the status of my claim. They left a mess at my house, and I am unable to do anything to my rooms until they approve the claim and send the money to fix them.
  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/15) */
  August 15, 2022
  
  BBB Request #XXXXXXXX
  
  Heritage has responded to the concerns of our customer. Our customer received insurance benefits from their policy with Heritage Property & Casualty Insurance. Payments were issued for the repairs needed at our insured's home. The desk adjuster has also called the insured to explain the coverage for the water damage and exclusion for the plumbing system that failed in their dwelling.
  
  This recent handling has resolved our insured's complaint.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They reached out to me and close the claim.

• Initial Complaint

  Date:08/07/2022

  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.

  I filed clam # H87986 with Heritage around May 17, 2022 for storm (hail, wind) damage to my roof. A few days later an adjuster inspected my roof and told me it would be about 2 weeks until I would hear a decision on my claim. ** 3 weeks after, no word. So I called and was told to speak to my claim rep. Had to leave a message, with no reply back. I called several times within the month of June and left messages again with no reply. On July 2nd I made a call again and spoke with a gentleman named Art, who have been given my file as my new claims rep. ** this point it had been 7 weeks with no answers on what point my claim was at. I had to explain to Art, that now it had been several weeks and the damage was not only to the roof but had started leaking into my living room area causing damage to my ceiling in 2 places. He told me to get a roofing company to tarp the roof, and send him interior photos, and I did. He said that the cost would be reimbursed. The cost was $950 paid by me. He also asked me to give him a week and he should have answers and call him back then. I have made several calls since then, all through July and first of August, and left voicemail messages with someone else who I was told now handles my claim. Now it is ****. Keep in mind, this is the 3rd person to handle my claim. I have left messages and have had no return calls. After no reply, a customer service person then took my information on 2 occasions, and said they would send a message to **** and label it urgent. This has been 3 weeks ago still NOTHING! It has been 11 weeks since I filed this claim and not one single person has called me, or emailed me, or anything. This is unacceptable on so many levels. I need my roof done. I need my interior ceiling repaired. I need to hear one single reply from anybody at this company. Their website says they give exceptional service so I want to know where it's at.

  Business Response

  Date: 08/15/2022

  CASE ID: ********
  
  This letter is in response to the complaint filed by the insured. The claim was reported for damages on 5/16/2022, reportedly occurring on 4/11/2021 due to potential wind/hail damage. Our field adjuster inspected the property on 5/23/2022. It was also reported at inspection that the insured is upgrading and making repairs to the home. A roofer was contacted to inspect the roof for potential damages.
  In this complaint, the insured asserts she has contacted the desk examiner multiple times via phone and email and has not received a reply. At this time, the desk examiner has been reassigned and the new adjuster will be reaching out to the insured today and submit a formal status letter.
  

  Customer Answer

  Date: 08/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted by ****, a desk adjuster on August 16. She told me that a field adjuster will contact me and make an appointment to investigate damages. However, I did not tell anyone I was making inprovements to the home. I said I was only considering a refi and possible improvements. This has nothing to do with storm damage covered by my policy. I am glad that I have been contacted and she was very nice. But I can not accept the response yet based soley on recieving a phone call. I am hoping to have an appointment set up soon for the inspection.
  

  Business Response

  Date: 08/25/2022

  CASE ID: ********
  
  This letter is in response to the rebuttal on the complaint filed by the insured. The claim was reported for damages reportedly occurring on 4/11/2021 due to potential wind/hail damage. Our field adjuster inspected the property on 5/23/2022. It was also reported at inspection that the insured is upgrading and making repairs to the home. A roofer was contacted to inspect the roof for potential damages. Following the original complaint, a reinspection with an expert was requested.
  In this complaint, the insured asserts she was advised that the adjuster stated our documents indicate she is making improvements to the home and the insured indicates this is not in relation to the claim. The insured also indicates that she would like an inspection date scheduled for the expert inspection. At this time, we acknowledge this statement but continue our investigation. An inspection with an expert was confirmed with the insured to take place on 9/1 at 10am EST.
  

  Customer Answer

  Date: 08/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a phone call approximately 10 ago from a company with the name Forensics LLC. He thought my phone number was the field adjuster's phone number and I told him I was the home owner. He told me he had to get with the field adjuster and both of them would come together to the home and do an exterior again, and interior inspection. He told me that I would have a call to set a date for this inspection and I have not heard back from either one of them since. No calls, no messages left for me. By the last response, I see I agreed to a Sept. 1st date. This is the first I have heard that. I have not been called back by the field adjuster or this other company to set up anything. However, I have recieved a letter from Heritage ****** to say I need to call and do a recorded statement about this claim. I initially did that at the beginning months ago. I don't know why again but I will call on Monday, August 29 and I will see then if anything finally moves forward.

  Business Response

  Date: 09/06/2022

  CASE ID: ********
  
  This letter is in response to the rebuttal on the complaint filed by the insured. The claim was reported for damages reportedly occurring on 4/11/2021 due to potential wind/hail damage. Our field adjuster inspected the property on 5/23/2022. Following the original complaint, a reinspection with an expert was requested.
  An inspection with an expert was previously confirmed with the insured to take place on 9/1 at 10am EST but the tarp removal and reset was not organized for that date, and the date was cancelled. At this time, a reinspection with tarp removal and expert is in progress. The insured was updated with this information on 09/01 with sincere apology for the oversight on removal of the tarp for inspection.