Complaints

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:01/19/2025

  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.

  In Oct of 2023, we contacted TopLine Insurance for a Homeowners Insurance quote. We liked the rate and coverage and went forward. On Oct 6th 2023, we purchased our Home with a declaration page of coverage from TopLine. All was good. We have just recently found out that TopLine let our policy cancel just 16 days later. This means that all of us (my mortgage lender as well!) have JUST found out that our home has not had any insurance coverage since Oct of 2023. Then, in September of 2024, we receive an email from TopLine stating, "Dear Policyholder, ... We want to make sure you are prepared and have your policy information readily available if you need it, including your Claims contact:" and then they proceeded to give us our policy number, our effective date (of yes, 10/06/23) and even our expiration date of 12/31/24! This brings us to last Thursday, 1/16/23 - when our lender found out, and placed a non-optional backcharge of coverage for $3,300. Our Escrow has now gone very negative due to this, our current mortgage is getting hiked up $700/month, all while my wife is 38 weeks pregnant, 1 week away from quitting her job. We contacted TopLine on Thursday to try and see where this all went wrong. The lady on the phone openly admitted that they totally dropped the ball, that they could not find a single correspondence where they let us know the policy was cancelled, and they even contacted Citizens to see if the refund check that they sent us was cashed (to try and find a way to blame us) but we never even received that cancellation refund check from Citizens (proven by that check hasnt been cashed to this day). We contacted TopLine to help right this wrong, and they were 100% unwilling to help with anythign, and the lady on the phone has absolutley zero remorse. This mistake by the TopLine team has caused my family severe issues now, as most policy writers will not cover you with a gap in coverage, along with the actual dollar amount that we have been impacted.

  

  Business Response

  Date: 02/20/2025

  
  Client Information.
  ***** ********* & ******* ******
  ******************************
  ************, *******;32207
  Po#********/Carrier: Citizens Insurance
  Policy Period was intended for 10/06/2023-10/6/2024.
  Policy cancelled 11/16/2023 -

  
  Reason for cancellation: Client failed to respond to requested underwriting by carrier and agency request.

  
  Summary of Events:
  Policy Binding and Inspection: The insured requested an HO3 policy for the term 10/06/2023 to 10/06/2024. On 09/28/2023, the carrier reviewed the provided 4-point inspection and found unsatisfactory conditions in the plumbing system, specifically a leak in the crawl space. Additionally, Citizens requested proof of repairs, including documentation of roof replacement and proof of new purchase. Our agent was unsuccessful in multiple attempts to reach the insured to sign the DOCUSIGN documents and collect the required underwriting documents Citizens was requesting. On 10/25/2023 @12:37 p.m. our agent (who wrote the policy) notified us that she has exhausted her ability to reach the client to sign and collect the requested documents from the insured. (Email attached)
  Cancellation Notice: Due to the lack of required documentation, Citizens issued on 10/21/2023  a pending cancellation effective 11/16/2023 in efforts to provide more time for the insured to provide the documents before cancellation was made effective. The insured was notified via mail from the carrier, and our agency received a copy.
  Agency's Contact Attempts:
  Our agency attempted to contact the insured on 11/07/2023 at 2:41 p.m. to obtain the necessary documents and prevent policy cancellation. No answer, no returned DOCUSIGN either. Client receives reminders through system as well to sign.

  
  Post Cancellation: After receiving the cancellation notice, we called the insured on 11/28/2023 at 9:40 a.m. and sent an email to ************************ requesting contact in hopes secure coverage.  No response was received.

  
  Mortgage Bank Inquiry: On 09/26/2024, *********** contacted our agency regarding the insured's policy coverage.
  Automated Email Error: During hurricane preparations, an automated marketing email was mistakenly sent to our insureds, despite the policy being inactive this account got picked up by erorr. This error has been addressed and resolved.

  
  Agency's Position:
  Our agency made diligent efforts to contact the insured and obtain the necessary documentation to maintain coverage. Despite multiple attempts, we received no response.
  The *** issued is normal practice when an agent is asked to provide after a sale. The intent of an EOI is that it is active so long as the customer meets the requirements of policy issuance by the carrier.

  
  We acknowledge the error in sending an automated email to an inactive policyholder and apologize for any confusion caused. However, we deny any agreement to issue a refund to ***** ********* and/or ******* ******, as our records demonstrate that all appropriate actions were taken to provide coverage and prevent lapses in their insurance needs.

  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22831198
  
  I am rejecting this response because:

  The "attempted outreach" is invalid/false. We were never contacted about the fact that Citizens needed additional info from us, and all Docusigns that were sent to the email specified above were signed and sent back. We also have an email from ******* reaching back out in early November asking "do you have all that you guys need" that went unresponded to. When we initially called our TopLine office, they left us on hold for 20 minutes while they too looked for emails that we missed and they could not find any (because there were none), and 100% acknowledged that they dropped the ball. There were no legitimate attempts to reach us to get what was needed from Citizens - and we had absolutley no idea that anythign was needed period - and this caused us over $2,000 in damages to our Escrow. 

  This was not a case of us not responding to outreaches, or missing Docusigns. This was a case of TopLine not letting us know that something was needed. 
  Even if we do play into this narrative - how on earth did 10 months pass before anyone was notified that we had no homeowners insurance. The fact that our refund from Citizens wasnt cashed until this past month (02/2025) when we reached back out to thier collections ***** should also speak volumes. Citizens refunded us $1,311 and we had no idea - because we never got it. Even if we missed some kind of email from TopLine about Citizens needing more info - where is the cancellation email that TopLine sent us? Are you really telling me that our policy with TopLine can completely cancel and TopLine is not liable in the slightest to send us a cancellation email? 
  We didnt get one - because TopLine royally screwed this one up, and we are the ones that get left with a $2,000 mess to clean up. 

  We are asking for help on this error made by TopLine, and if handled properly we can all go back to business as usual. This is not personal, but a wrong was done to us by TopLine agents and we just need it made right.

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

  

  Business Response

  Date: 03/07/2025

  Our agency continues to stand by it's notification attempts to the insured. We are attaching one of several calls from our Agency. The call attached is dated 11/7/2023. Our representative made it clear that she was calling regarding the insureds Citizens policy, confirmed address, stated the sales agent has been unsuccessful in reaching insured to complete the requested documents within the timeframe allotted by the insurance carrier, also stated the Carrier Citizens has issued notice of cancellation, (which is also mailed to the insured) and does include the reason of pending cancellation. Our agency requested the insured to call us back with urgency has the policy was set to cancel due to not receiving the additional information after reviewing the 4pt received and other unsatisfactory conditions were identified in the carriers review and that required attention by the insured. 
  
  We understand the insured's frustration, the situation is not favorable and caused a financial strain, but our Agency did not fail our obligations of notifying the insured. 
  
  As an insurance agency, we must rely on shared and returned communication with our insureds. Binding an insurance policy for which the purpose is to provide insurance coverages to cover an asset, that complies with the insureds needs and or mortgagee. The carrier has predetermined underwriting requirements, and requests to provide additional documents, if necessary, based on underwriting, and/or inspections conducted to ensure their understanding of the asset's condition, replacement, and value meets their approvals and ability to provide such coverages. 

  
  In this situation, Citizens Insurance requested additional documents as a result of unsatisfactory conditions from the inspections/and documents provided. In order to maintain the coverage placed and accepted by the insured, the additional documents were due. Unfortunately, the insured did not respond to ours or the carriers' notifications prior to the policy being canceled in time.  
  
  At this time, we are requesting this complaint be closed and wiped from any negative reporting or reflection that our Agency made an error. Again, we apologize for the insureds unfortunate situation but are unable to provide any financial offsets as there is no omission of error by the Agency. 

  
  

• Initial Complaint

  Date:02/16/2024

  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 got a notice from my insurance company saying the won't renew me unless I get a new roof so I did come *** was talking to ****** r she emailed me saying do I have an home owner ins which I thought I still had peoples trust so I talk to her an she said she needed the bill an permit an color pictures of the roof the only thing I was waiting for was the pictures so I decided to go to an insurance agency he saidwhats the problem I said I need insurance on my house. Did they cancel u I said I don't no so I called topline an said I was canceled I was not notified an the person I was talking to who wanted the permit an the bill an pictures did not tell me I was cancelled. So I got a new roof that's ******* hard to pay for I'm single I work hard for my money I probably could of waited another yr to get a roof now I have to find a way to pay for the roof cost me 32,200.oo an I had to fork up ****************************************************************************************************************** to pay thank u. I was upset cause they canceled me rush for new roof so they wouldn't cancell

  

  Business Response

  Date: 03/12/2024

  To Whom It May ******** Topline Insurance Agency, LLC., was notified by the insurer Peoples Trust Insurance Company that the insureds ***************************, Policy #BFL642352-04. Policy effective date was 01/23/2023-01/23/2024. The insurer notified the insured in June 2023 that they were not going to renew the current policy for any additional terms due to the insureds risk no longer meets the underwriting or conditions to continue insurance after the expiration date of the policy. An official notice was mailed to insured on 8.14.23 of nonrenewal pending 1/23/2024.

  Upon our notice from the insurer, on 6.27.23 vm was left for insured to contact our agency pertaining to the nonrenewal.

  6.30.23 - email was sent to insured advising of policy nonrenewal and to notify our agency.

  8.14.23 - Our agency spoke to the insured and advised that if she was to replace her roof and provide supporting documents a reinstatement would be considered.

  8.14.23 - An additional form of communication was sent to the insured via email regarding the nonrenewal and the insureds needs to provide the documentation.

  9.5.23 - Insured called our Agency and spoke to a service representative, rep advised of requirement of documents to support the need of reinstatement of request to insurer.

  1.9.24 - Insured spoke to an agent with our Agency regarding insureds requests for new quotes.

  2.2.24 - Insured received an email from our agent attempting contact regarding nonrenewal and rewrite opportunities due to nonrenewal cancellation.

  As of 2.5.24 we have not received the supporting documentation needed to submit for insurer reinstatement request, therefore policy cancelled. Insureds needs to contact our agency and allow us opportunity to find coverage elsewhere for her risk. Our agency is committed to customer satisfaction and prides itself in the outbound and proactive services we provide to our customer base. 

   

  *************************/CEO

   

  Customer Answer

  Date: 03/14/2024

  I did what I was suppose to even called about my policy the person told me I just needed a new roof in order to be renewed  like I said I did what u ask for I was tooken for I learned my ****** never again

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21278203
  
  I am rejecting this response because although some statements  are correct in toplines response, they are deceptive as well.  The letter from my mortgage company  prompted me  to seek estimates  for a new roof.   The roofing company I chose sent all the required documentation  to my mortgage company  to satisfy  their compliance.  In turn, I also forwarded  the documentation from my roofing company  to topline insurance.   Upon additional  requests for the new roof completion documentation  I called  topline insurance  and spoke with  ******.  She requested that I resend the documentation to her again.  She provides an incorrect email address to send them too and when I was alerted that it did not send, I asked my neighbor for help. My neighbor call ***********; and figured out that she had committed her middle initial from her Email  address and implied that I had not written it down correctly, when in fact, all I did to send her the email was select reply to her original message.  My neighbor was able to send all the documentation to ******.  That was the second time the documentation was sent to Topline insurance.   I was then asked to provide the documentation  again.  It was at that time I decided to purchase insurance  elsewhere.  Topline insurance  employees incompetent and unprofessional representatives and if this is the service I get for. Simple renewal,  imagine if I ever had to file a claim.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2023

  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.

  On July 13, 2023 ********************************* assisted me with applying for homeowner's insurance for the purchase of my new home. My application was successfully received and a pre-issuance letter for ************ Insurance Company was sent to my lender the same day. After closing on my home, I received my "New Business Declaration Page" on July 27, 2023 from ************ confirming the terms of my homeowners insurance and payment. My insurance seemed to be completely set up at this time.On 8/21/23 I received a letter from ************ notifying me that my homeowner's insurance will be cancelled effective 9/13/2023 due to "Missing required documents: Policy Application, Proof of Prior Insurance or New Purchase". *******, the insurance agent, contacted me on 8/26/2023 and asked me to sign the "Premier Homeowners Application" which I signed and sent back to him on the same day. After this, I heard nothing back from him so I figured the issue was resolved. On 9/26/2023 I received a notice from ************ saying my insurance was cancelled and I was being issued a refund. I reached out to Topline Insurance to get the matter resolved but was I told ******* no longer works there so I was assigned another agent, Elyes ******. He told me that he was unable to reinstate my policy with ************ because of the deadline passed for document submission and they will not write me a new policy because of the "gap" in my insurance. Since it wasn't my fault that the insurance got cancelled, I asked to speak with ************************* (the manager) to help me resolve the matter. I was told he was unavailable so I asked that he call me back. I called and I left several messages for **** over the course of the next 2 weeks but never got a call back. Topline never resolved the issue and I had to get a new policy with another company.Topline's error caused me to incur a fee of $299 from my lender for the days that I had a lapse in my insurance. I would like Topline to repay this amount.

  

  Business Response

  Date: 12/15/2023

  Upon the Agency's review of the insureds complaint, we did find the agent for whom handled the transaction with the insured, overlooked uploading the required documents that were needed by the carrier to keep the policy enforce. Our agency has contact the insured to provide payment resolution for the fee incurred and we apologize for the oversight. We are here to make it right with the insured and hold our agents responsible. Insured needs to contact *********************************** at our agency for whom is making contact for resolution.  

  Customer Answer

  Date: 12/18/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/14/2023

  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 am ***** of ******** for my mother. She is in her 90s and suffering from memory issues. We contacted Top Line to obtain homeowners insurance in 2022. We were informed in 2023 that the company was requiring that all policies were requiring a flood insurance policy, which was obtained through Top line as requested and put inforce in April of 2023. After purchasing the required coverage, without notice, canceled the Homeowners policy with no notice until the renewal date in September. The reason for the cancelation was "inadequate flood insurance coverage" which was purchased through Top line. We then requested a refund and cancelation of the flood policy, that was not in a flood prone zone an not required. They stated that there was no valid for cancelation.

  

  Business Response

  Date: 12/12/2023

  Our agency has reviewed this account to its entirety, and based on the records and activity transactions on this account we identified that the flood affirmation form was not uploaded to the carrier at the time of binding, however unless the insureds home is sold or mortgagee does not require flood, or the insured is not required to be in a flood zone, we are unable to cancel policies midterm on these products, therefore a cancellation was not able to be processed for the flood. As far as homeowners' policy goes, the carrier cancelled the homeowners from not having the compliance with flood insurance. Our agency understands the missed steps taken and has requested for the insured to contact our senior management team to find resolution. To date we have not heard back. The contact information is ************ - *************************** Director of Operations. We look forward to hearing from the insured to quickly resolve this matter. 

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  I bought the home owner insurance through Agent **************. The insurance was effective on 06-29-2022 for one year. I paid full amount for one year. I cancelled this insurance on 12-08-2022. Agent ***** told me that the refund would be sent to me on Feb. 1, 2022. I notified her that I didn't get it. She told me that the check would be mailed out on Feb. 15. I didn't get it. Then on Feb. 21, she said that her company received my refund check and mail to me, but I still don't receive it. I need the refund check which is $1920 according agent *****' text message.

  

  Business Response

  Date: 02/28/2023

  Tho Whom It May ******************************* refund check is being cut today and overnighted to her.  This was already setup before she filed the complaint. 

   

  Thank you, TopLine Management Team

  Customer Answer

  Date: 03/01/2023

   
  Better Business Bureau:

  I got my refund check today on 03-01-2023.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/02/2023

  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 contacted a property insurance agent because I was buying a home. I sent the agent the inspection letter and wind mitigation letter. He quoted me $4016.00 for the year. I was only able to purchase the home because of this price. I was told by him that the contents replacement wasnt included in that. He quoted me 2 prices $208.00 for $73,750.00 or $513.00 for replacement cost. I sent him a email requesting $208.00 be added to the policy. I got a response from the company telling me that he doesnt work there anymore and my policy price was increasing by $622.00 due at the end of the month. I feel it was a scam. Write a fake policy to get the business then make me pay more.

  

  Business Response

  Date: 02/13/2023

  Upon our review **************** a prior Topline agent, sent a quote to ********************************************** for property address **************************************************** for a home purchase on November 11, 2022. A quote was requested for Coverage A ******* and no contents for an effective date of November 28, 2022.Policy was written with Citizens Policy #********, and signed application was uploaded on December 29, 2022. Upon the carriers review, the home did not have adequate coverages based on the property appraiser value $348,670.00. Citizens required that the coverage be increased to ******* to be in compliance for the policy to  meet the 100-125% insurance to value requirements.
  
  On January 5, 2023, Citizens approved the application contingent on increasing coverage A to the correct coverage of $342, 200, and client.
  
  Separately, On January 4th, the client emailed **************** to endorse contents in the amount of 73, 200 for the additional premium of $208.00 to their Citizens policy. **************** did not respond and did not endorse the coverage.
  
  During Mr. ******* departure from TopLine dating January 13,2023, we attempted to reach the insured to assist in policy resolution. Our ************************ picked up and began following up with the client on 1/31 @1:12 pm, first notice of additional premium, and confirmation to add the endorsement. 2/2 @11:14 am, we left Via voicemail and email and provided the agents contact. 2/10 @3:58 pm the Cancellation notice from Citizens received,contacted client, no response. We also provided to the insured that the agent ****************, is no longer with the company and referred to the new agent handling her account ***********************.
  
  The insured must carry the proper coverage for Coverage A and pay the additional premium of $622 or the policy will cancel due to nonpayment 2/25/2023.  We are able to cancel the policy midterm and allow the insured to find another agent to secure the coverage they wish to have, or we can contact the client, attempt to resolve with payment due, and happy to explain with the customer that we can attempt a rewrite with another carrier for the coverage amount needed, however based on our review, the carrier they have now is the best rate our agency can obtain for them.  Please have the customer email ****************************** if they would like to speak with the Agency principal 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18971304
  
  I am rejecting this response because:
  
  The policy was written on 11/28/22. They have 60 days to review. They missed that deadline and reached out on 1/4/23. So they are liable. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/14/2023

  The Topline Insurance agency issued quotes, a carrier contract, and an Evidence of Insurance for which the insured accepted and signed. Including the insured provided all documents to the closing lender.Upon the carriers review, which was conducted on their will, the coverage A review did not meet the compliance of their underwriting and was deemed with the additional premium to maintain coverage.
  
  The TopLine Insurance Agency has not authority over the carriers compliance and underwriting. We understand the insureds frustration and are happy to shop any additional carriers for a better premium, however based on the risk and coverage amount needed, Citizens was the best rate for the insured that our agency can offer.  All of our carriers will require their own compliance with Coverage A amounts and the amount needed for this risk is
  $342, 200. Please advise if you want us to review additional carriers just to be sure, or if you wish to make the additional premium payment to keep your policy in force, of if you are requesting us to cancel the policy prior to the cancellation date pending of February 25, 2023.
  
  We do apologize for the oversight of adding the additional contents in the amount of 73, 200 requested on January 5, 2023,  this can still be added upon your request to do so, but please note, there will be an additional premium on this as well. Until we can make the endorsement, we will not have the complete total owed by February 25, 2023.
  
  Therefore, if you are interested in maintaining this policy,and having the endorsement made, please notify our agency, and we will be happy to assign a seasoned and dedicated agent to help you through this and take care of any endorsements/payments so you can get back to focusing on your new home.

  Sincerely, 

  Topline Insurance Agency