ComplaintsforTower Hill Insurance Group LLC

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  failure to honor claim made by us for assesment we had to pay to hoa in response to damages done to our complex from hurricane ***--$2000.00 is what we are waiting to receive--any help on your end is greataly appreciatead! thank you plc

  

  Business response

  02/29/2024

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management. The customer has been paid for their claim.  The company has been in contact with the customer to resolve the issues.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Tower Hill insurance company on September 7 and another date in September I cannot recall due to receiving a email stating my policy payment was due on September 13, 2023. Upon calling Tower Hill regarding his error, I was informed by two separate customer service representatives informed me this date was incorrected as the system showed the due date of September 24, 2023. This was documented in their system under my account. My account page did show the payment due date of September 24, 2023. On September 13, 2023, the payment was process causing a return fee from my bank and both Tower Hill. I contacted Tower Hill regarding this discrepancy. I was told a would call me regarding this situation. A few days passed and manager did not contact me. When I called once again and asked the reason, a customer service representative stated a manager attempted to call me on several different occasions. However, I did not receive any of these calls or messages from any manager until I complained. The manager at that time did contact me. At this time the manager informed me I was given incorrect information by the customers representation. She went onto state, these representatives were disciplined. However, she refused to refund the monies for the overdraft I incurred due to this error. I was also charged a return fee from Tower Hill. They are also refusing to refund this amount as well. Tower Hill is refusing to compensate for their error. Instead, they only offer excuses as to why they cannot correct the situation.

  

  Business response

  10/23/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the customer to clarify any miscommunication, and applied a credit to the account for the non-sufficient funds charge.

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towerhill has been the most difficult insurance company I have ever had to deal with. It has been over 2 months since the storm that caused the tree to fall on my house. 2 months of an exposed roof in the middle of a drought, with $800 light bills due to the fact the roof didn't get proper attention. ******* ******* has been my point of contact and she has dropped the ball several times. Didn't have the roof tarped. Not keeping up with updates. Changed the type of claim. I need this to be taking care of. The longer we wait the more time the damage can spread. This company is criminal.

  

  Business response

  08/25/2023

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management. Review of the claim found additional investigation by an engineer was warranted to fully evaluate the loss and determine the cause and repairability of the damages. Unfortunately this added time to the investigation process. A settlement of the claim has been reached with the customer.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Claim# **********. Tower Hill Homeowners Insurance operates in bad faith. They will offer you pennies on the dollar of the actual cost to repair your home. I have been forced to take a loan and pay for the repairs out of pocket, because I am not willing to accept their extremely low and unfair payment. Absolutely disgusting the way they are treating my family and I. Not only will they severely underpay for every repair, they will depreciate everything you own by the maximum allowed amount (75%).

  

  Business response

  08/24/2023

  Upon receipt of this request filed with the BBB, the customer’s claim was reviewed by management.  The customer has been paid for the damage to their home.  The company has been in contact with the customer to explain the claim payment, and the next steps in the claim process to satisfactorily resolve any remaining portion of the claim.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a senior who recently relocated to ****** ******* after living and working in *** ****** for approx. 40 years. I had a new home built and purchased in August 2021 at which time I purchased "Homeowners" Insurance with "Tower Hill Insurance" through a Brokers Agency named ********* ********* located on ******* **. in ***** **. Several months later, in the Spring of 2022 I began receiving notices to my mailbox from Tower Hill Insurance, of "Power of Attorney" Agreement documents which they said I needed to "sign and submit" in order to maintain my current policy with the company. Otherwise my policy would be "cancelled" on the renewal date August 13, 2022. I adamantly refused to sign the documents, and I called the company several times, for an explanation, to which I got no answers nor valid explanations to the meaning of the "Power of Attorney" agreement which gave certain rights to an "Attorney-in-Fact"...I did not understand any of the legal terms in the documents, so I simply refused to sign them, and I informed "Tower Hill Insurance Group, LLC." that I will not sign. The company threatened to "cancel" my policy with every notice, nor could they be reached by phone or email, they do not respond to clients, so I decided to end my policy with them and not renew! However on August 13th 2022 when I reached out to several Insurance Companies for a "new policy" they denied me coverage and said that my home was "Ineligible" at this time to be covered by any other company besides "Tower Hill Insurance Exchange" because of certain restrictions. Which was never explained. Not wanting my home to be without insurance, I decided to pay the annual premium in August 13, 2022. But I still refused and did not sign the Power of Attorney agreement. So I'm being bullied and held "hostage" by "Tower Hill Insurance Exchange" this is their new name. Then in April of 2023 they sent me a blank email, when opened it said "THANK YOU for signing & submitting "Power of Attorney!"

  

  Business response

  08/03/2023

  Upon receipt of this request filed to the BBB, the customer's concerns were reviewed. The company has reached out to the consumer to try to address their concerns and answer questions proposed in this complaint. Attached is a copy of the response, as it might not have been received as of yet in the mail.

  Customer response

  08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I was not previously given an in depth explanation before, nor was I told that Tower Hill would no longer be underwriting or renewing insurance policies in the state of *******, so they are extremely disingenuous.

  Also being switched from a mutual insurance policy to a "reciprocal exchange policy" where other policyholders' "risks, financial obligations and contributions" are all "pooled" together and "impact" my premiums...is not what I originally purchased! I was also previously "blocked" and restricted, from being insured with another company, being told that I was "ineligible" at this time, because I was "categorized" as "high risk" with a very high score, due to the "***** *****" consumer credit reporting, which was erroneous and currently  being looked into.

  I do in part, accept their response... however I need Tower Hill to formally in writing, "uncategorize" my profile and account as "high risk" this is damaging to me and my "credit worthiness."

  I will also state emphatically for the record that, ***** ***** is "unreliable" I have already acquired copy of the 100 page report. And I have been "erroneously reported" for delinquent automobile insurance policies that do not belong to me, but rather to "someone else."

  Accused of opening auto policies, which I did not, vehicles with VIN numbers, personal ID, and license numbers that are NOT MINE!! So to be clear...I am not a "high risk" nor is my home and property. I need Tower Hill to formally  "retract" this wrongful categorization.

  Thanks,

  ********* ***** 

   

   

   

   

  Regards,

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

  

  Business response

  08/14/2023

  Upon receipt of this request filed with the BBB, the consumer's concerns were reviewed. The company has reached out to the consumer to better explain the pre-offer letter that was sent, and also explained in more detail what a reciprocal carrier is. The company has also explained the reasoning behind the non-renewal, and also explained that Tower Hill has no access to any credit file or information. The company suggests that the consumer continue to work with ***** ***** in order to have accurate information for their insurance score.

  Customer response

  08/17/2023

  This is in response to Tower Hill Insurance Exchange' most recent correspondence, I believe on 8/11/23 ....

  As per Tower Hill Insurance Exchange...My review expressed disappointment in non-renewal of my current policy, due to ********* ********* Agency no longer being appointed to write insurance with Tower Hill. This is absolute nonsense. 

  The fact that for "one whole year" I've been adamant and refused to sign the "power of attorney" documents that allows the "operations" of an Ins. Exchange  was proof that I did not wish for my policy to be re-newed under such a plan.

  The ********* ********* Agency has nothing to do with my dissatisfaction with how Tower Hill Insurance conducts "their business" of switching their clients over to an "Exchange Plan." This was more of a coerced manipulation than anything else, including sending me numerous "harassing" notices to sign the "power of attorney" documents, otherwise my policy would be terminated. 

  In addition, despite my rejection of the "Exchange Plan" and not wanting to do business with the company...Tower Hill Insurance sent me a recent quote and coverage offer on 7/21/23 ... Effective 8/13/23 thru 8/13/24

  This policy coverage however, would have drastically "Underinsured" and "Undervalued" my property as well as personal belongings. 

  So let's be clear, I no longer wish to do business with Tower Hill Insurance Company nor the  Exchange. Let's end this here.

  Thank you for your service.

  I also thank the BBB for their assistance. Please note uploaded documents.

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

   

   

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The agent contracted by Tower Hill to work on their behalf to write policies worked with Tower Hill to approve a specific electrical panel. However, due to either mistakes or internal communication errors made by Tower Hill and their Agent, this approval did not propagate to the relevant people in the company. Tower Hill then did a last minute cancellation of coverage due to the same pre-approved issue, not giving us enough time to find replacement coverage and leading to a gap in coverage. This is costing thousands of dollars in last minute urgent panel replacements and is leading to a gap in coverage entirely due to the fault of Tower HIll and their agent. We reached out to talk through the issue and address the issue, and simply ask for more time to address the issue so as to prevent a gap in coverage. We did not ask for any compensation for damages, as we simply want some kind of quick resolution to the issue. However, Tower's customer service said that they had no ability to communicate with their underwriting department or anyone else at the company with the ability to fix these kinds of issues. They have internal walls to prevent any resolution to these kinds of issues. They also tried to shift the blame onto the agent and the local government.

  

  Business response

  07/24/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the customer to better explain the underwriting guidelines and what makes this policy ineligible. The company has reached out to the customer's agent and advised what is necessary to keep the policy in force.

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/11/23, Tower Hill issued a homeowner's policy for my home. Around 5/8/23, I received a letter advising I have 15 days to fix the siding on my home or my policy will be canceled effective 6/5/23. The reason for the cancellation letter was: unacceptable risk or exposure.. existing damage to the exterior siding damage. there was no damage to my siding. My agent contacted TH to send a description of the damage. A day later, They sent a picture showing a stair step crack in the side of my garage corner, which is concrete block. My prior carrier, ******* *** did not see this problem either. I did contact two concrete contractors and found out that this was a brand new problem where the corner of my garage was sinking. They stated it was very new and less than one quarter inch. I received two options for repair. A $3900 option would be to inject material into the foundation, with a 5yr guarantee.The second option was for $8,900 to stick poles down on the bedrock and this had a 75 year guarantee. Of course, neither of these options could be completed in the 15-day time frame. The earliest I could have the repairs made was for some time in July 2023. I signed a contract and a financing contract for this work and my agent forwarded this to Tower Hill to hold off on the cancellation & confirm the work was being done. Their reply was: "We will do nothing until we receive the photo showing the repair." If it cannot be done in time, which they obviously knew was not possible, they would reconsider after the repairs. So this now has left me between a rock and a hard place. Why could they not have written a quick exclusion which would have deleted this area of my property until the work could be completed in the 2-month period. I am unable to get insurance anywhere else because there is an existing problem at my property. What Tower Hill has done has caused me to be without insurance on my home for the first time in my life. (Pol #**********)

  

  Business response

  06/19/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the consumer to better explain the policy binding process, and explain that there isn't a way to exclude coverage for existing damage.

  Customer response

  06/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The company stated I received notice on 4/623. I did not. I will need to check with the agent to make sure that they did or did not receive this.

  Regards,

  ****** *****

  

  Business response

  07/18/2023

  Good Afternoon ********,

   

  I’ve attached the email response I forwarded you on 6/20/23 for this follow up. Unfortunately, there’s isn’t anything we can respond to as the consumer’s reason for rejection isn’t what we stated in our original response. We stated in our original response, that we notified the agent of the information necessary to continue the policy.

   

  We received a letter from the consumer in the mail dated 6/22/23, stating her investigation into the matter indicated that her insurance agent did receive our 4/6/23 notification. I’ve attached the letter we received from *** ***** above…..I see she CC’d the Better Business Bureau at the bottom of her letter, but I wasn’t sure if you received it.

  Good Afternoon ********,

   

  We just recently received a follow up to Complaint #******** stating the consumer ****** ***** is rejecting our response because the company stated she received notice on 4/6/23, and she did not.

   

  Could you let the insured know that our response specified that we notified the agent on 4/6/23 of the information necessary to continue the policy? Unfortunately there isn’t anything here for us to respond to, as the consumer’s reason for rejecting it is that she never received the notice, but that wasn’t what was specified in our response.

   

• Initial Complaint

  05/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My mom died on 1/22/23 and I am the Successor Trustee. One of the bills that was coming due was for her condominium-owners policy. I called the ****** ***** agency on 2/2/23. I noted that my mom had died and I saw this bill. I was told that it needed to be paid immediately or the policy would be cancelled. Based on what I've read since, this was not true, as ******* has regulations providing for a grace period. I noted that a significant part of the coverage would be going for property that would no longer be on premises. The agent advised that I needed to make the payment presently, BUT I could then change the coverage at any time. It seemed a bit questionable to be advising me to pay premiums for insurance I would not be receiving, but on this counsel (I had never touched a homeowners policy before), I then paid the premium out of my personal funds. When I called to change the coverage, I was told that they needed documentation of my authority to make any changes, something that had not been requested or disclosed when the payment was made. After I did provide my trustee authority, I was told that only my dead mother could make changes. I have told the agency and Tower Hill numerous times that I feel they provided materially misleading info and I wanted my money back. They provided wrong info that drove me to make a decision I would not have otherwise made. Round and round we've gone for months (with about a dozen unreturned calls to Tower Hill) as they keep having me fill out more forms and seeking more info supporting my authority . I'm out of my knowledge zone on this, but it seems to me that getting my personal money wired back to the account they took it from on the basis of untrue information should not require any documentation (though I do have it).

  Customer response

  05/22/2023

  My mom died on 1/22/23 and I am the Successor Trustee. One of the bills
  that was coming due was for her condominium-owners policy. I called the
  ****** ***** agency on 2/2/23. I noted that my mom had died and I saw
  this bill. I was told that it needed to be paid immediately or the
  policy would be cancelled. Based on what I've read since, this was not
  true, as ******* has regulations providing for a grace period.
  I noted that a significant part of the coverage would be going for
  property that would no longer be on premises. The agent advised that I
  needed to make the payment presently, BUT I could then change the
  coverage at any time. It seemed a bit questionable to be advising me to
  pay premiums for insurance I would not be receiving, but on this counsel
  (I had never touched a homeowners policy before), I then paid the
  premium out of my personal funds. When I called to change the coverage, I
  was told that they needed documentation of my authority to make any
  changes, something that had not been requested or disclosed when the
  payment was made. After I did provide my trustee authority, I was told
  that only my dead mother could make changes.
  I have told the agency and Tower Hill numerous times that I feel they
  provided materially misleading info and I wanted my money back. They
  provided wrong info that drove me to make a decision I would not have
  otherwise made. Round and round we've gone for months (with about a
  dozen unreturned calls to Tower Hill) as they keep having me fill out
  more forms and seeking more info supporting my authority . I'm out of my
  knowledge zone on this, but it seems to me that getting my personal
  money wired back to the account they took it from on the basis of untrue
  information should not require any documentation (though I do have it).

  Thanks

  

  Business response

  05/31/2023

  Upon receipt of this request filed with the BBB, the customer's concerns were reviewed. The company has reached out to the consumer to answer his questions and explain what documentation is needed.

  Customer response

  05/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I do not accept this response. Tower Hill has completely ignored the fact that their agents provided materially misleading information to get me to give them my personal money. I am seeking the return of my personal money. Had they not provided wrong info, I would not have given them my money. I’m not sure that this has anything to do with the policy or property ownership. I think Tower Hill would agree that I (and literally 7 billion other people) had the legal right to cancel the policy by not giving them my money.
  Also, I am offended by the reference to “unearned premium”. They knowingly took premiums for insurance that they were not providing.  They have been jerking me around for months and appear to want to keep the premium money for that period. During that time they have refused to return phone calls (about 10). They want me to speak to the agency that provided wrong info in the first place. (I believe that their own fraud investigator can support this). The agency is like a roach motel, easy to get into, but hard to leave. They asked no questions before pressuring me to give them my personal money, about my identity, authority or insurable interest, yet all types on the way out. In fact, they told me that I needed to pay them immediately, (ignoring ********* grace period) and that I could make changes at any time, WITH NO QUALIFIERS.
  At the very least, I need to work directly with someone in authority at  Tower Hill to resolve this issue.

  Regards,

  ***** *****

  

  Business response

  06/01/2023

  Good Afternoon,

   

   

  Please see the attached letter sent to Mr. ***** explaining what it necessary for him to cancel his mother’s policy as of his desired date and have the refund returned in his name.   We are unable to assist any further, as we explained to Mr. ***** as the documents provided to date do not show that he has legal authority to 1. Cancel the policy 2. Have any premium refund sent in his name. 

   

  Please also be advised that Mr. ***** has sent this same complaint to the ******* ********** ** ********* ******** and we have  provided this same information to the Department.

   

   

   

  Thanks,

• Initial Complaint

  03/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Over the last 30 days we have tried unsuccessfully by mail, email, and calls to cancel our homeowners policy effective April 2nd 2023. This is approximately a full month prior to renewal. We obtained a new policy with another carrier and a new Agent of Record. We fired our current AOR and in process of terminating relationship with Tower Hill due to the literal doubling of our policy due to Tower Hill once again redesigning in company as an Exchange to bill clients more than the typical increase allowed under ******* Insurance limits. Tower Hill has been irresponsible in cancelling policy with the correct date and employees use every false comment to avoid following the homeowners request.

  

  Business response

  04/04/2023

  Upon receipt of the complaint, the consumer's concerns were reviewed. The company has received the proper documentation to cancel the policy effective on the insured's requested date. A refund and cancellation confirmation have been issued.

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was finalized after multiple emails, written letters, and having to revisit the Agent of Recrod, whom was fired previously, to resolve.  Tower Hill made NO movement to assist or resolve.  The clients, owners of paid policy, had no voice in cancellation and Tower Hill provided crappy service.

   Regards,

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

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a homeowners policy in December 2022. The company took my money and issued the policy. Then in January the shake down started. First I get a letter, unless I change my electrical panel, they will cancel my policy. Ok $2000 later and a new panel, they continue the shake down. Then they say I have a corroded plumbing pipe and unless I change it they will cancel. I answer that, the pipe is not corroded, the photo only shows soap that has dripped down from the hand dispenser above when it is overfilled. Their answer is not acceptable. Then I clean it completely and take a new photo and explain the copper pipe is an unused supply line that can be used to connect the water supply to an icemaker in the refrigerator. Then they cancel policy and send a refund check. Then the agent says they may re-consider, 5 days later, they say pipe must be changed. I remove the pipe and send them a new photo and then they do not answer. I call them and they provide terrible customer service and always say, contact the agent that sold you the policy. I don't have any confidence that this behavior would settle any potential claims in the future. This company must be reported to the ********* ***********. I want a refund of all my money I paid since last December.

  

  Business response

  04/04/2023

  Upon receiving the complaint, the consumer's concerns were reviewed. The company has reached out to the insured to let them know what was needed to keep the policy in force. Tower Hill has received the documentation needed, and have sent a follow up response to clarify any other outstanding issues.

*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. ↩