Complaints

This profile includes complaints for Stillwater Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Stillwater Insurance Group has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Stillwater Insurance Group

  6800 Southpoint Pkwy Ste 700 Jacksonville, FL 32216

  
• 

  Stillwater Insurance Group

  One Geico Blvd Fredericksburg, VA 22412

• 

  Stillwater Insurance Group

  12500 I St # 100 Omaha, NE 68137

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:01/18/2023

  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.

  I inquired by phone July 20 2022 about cost of a lower deductible policy through initially geico who uses stillwater that i had and still have policy with. I was given a call back from the person at geico after confirmed policy amount because didn't sound right and told lower at $991.00 in July and a copy of the policy was sent in a e mail. My mortgage company Carrington mortgage paid them 1025 in March for year and then was charged another 55.00 dollars in July. I talked to supervisor ***** ***** ** ***** ******* *** after speaking with geico supervisor. Told they would honor it.
  My complaint is an additional 55.00 dollars was charged in July. Paid 1025 in March minus 991.00 is 34 less a year / 2.83 a month. July to April to policy date ends is 9 months total when changed therefore I calculated 80.49 back.
  They admitted a mistake with proof of the policy e mailed after spent several hours working on but only sent me a check for 21.89 . Supervisor disagreed the amount I calculated and i stated well they even charged mortgage more which you guys said of 55.00 on policy change so even how could it be less than even that.
  Making a complaint they still took more than what they quoted and not reimbursed what they should have.
  I am enclosing a copy of the check without my personal information I blocked out due to not sure secure to send. I also have the copy of my policy email sent from them and recorded phone calls .

  Business Response

  Date: 01/20/2023

  Dear Ms. ******,

  We have spent some time reviewing the issue
  with the relevant departments and have come to the conclusion we have made an
  error in the refund amount. We are issuing an additional refund of $55.27 which
  brings the total refund to the prorata premium adjustment between the incorrect
  premium we are honoring for this policy term and the premium previously paid by
  your mortgage company for the lower deductible policy. We hope this news
  satisfies your complaint and brings this matter to a conclusion.

  Customer Answer

  Date: 01/24/2023

  [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

  Date:01/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Stillwater homeowner policy of 3 years was subject to non-renewal. The company claimed I was utilizing my p rimary residence as a short term rental and quoted a website (apartments.com) which I have never used, which sh ows no such listing, and refused to offer any proof of this. As this is not true I contacted the company by email an d repeated phone calls to explain it is my primary residence, unrented, and occupied solely by my wife and myself . Despite escalation to a supervisor ********* the company repeatedly called me a liar, and without providing any proof continued to insist my residence is a rental. After I repeatedly insisted it is not, they changed tact and insiste d it was now a multi family residence, again without any proof, and again called me a liar when I explained it is oc cupied solely by my wife and I. Clearly they have some ulterior motive for failing to renew my policy, representing unfair and illegal discrimination against me and my rights as a customer.

  Business Response

  Date: 01/13/2023

  Dear Mr. ********
  We have researched your policy. This entailed listening to a
  call you had with our customer service representative on 2/7/22. On that call
  you inquired about changing your policy to include coverage for a short-term
  rental unit located on the second floor of your property and an umbrella
  policy. The scenario you described on the call recording was one where you
  reside on the bottom floor, with a self-enclosed unit with its own private
  exterior entrance on the second floor. You stated the unit did not have a
  permanent resident but was listed on Airbnb for occasional short-term rentals.
  At that time, you were advised that your home was not eligible for coverage
  with Stillwater and that you should contact your agent to find suitable coverage
  with another carrier; you stated you understood your policy would not renew.
  Stillwater does not offer insurance products for homes with short term rentals. We recommend seeking suitable
  coverage elsewhere before your policy expires on 3/11.

  Business Response

  Date: 01/23/2023

  Consistent with
  our previous response and our recent response to the Department of Insurance
  complaint, your home is no longer eligible for our homeowners insurance program
  due to unacceptable property usage. This decision is based on your description
  of the property’s second unit rented for short-term use, made to us by phone in
  February 2022 when you were advised to find appropriate coverage for your
  property elsewhere (this call is recorded).  Your policy does not and will
  not cover a multi-family dwelling as it was issued for single family structure.
  The email statements you provided were insufficient for reconsideration of the
  non-renewal as the recent public rental listing of the property further
  substantiates the unacceptable property use and our inability to independently
  verify or investigate the property’s rental history.  Please contact your
  agent to help you find replacement coverage to take effect by the expiration
  date of this policy. If your agent is not able to find insurance coverage through
  another carrier, please discuss your eligibility for coverage through the
  California Fair Plan with them. In addition, the non-renewal notice mailed on
  12/19/2022 provides detailed information on the California Fair Plan and the
  Homeowners Insurance Finder website provided by the California Department of
  Insurance. We hope that these options help you obtain replacement coverage.
  

  Customer Answer

  Date: 01/24/2023

  [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 the company continues it unreasonable behavior. As I am wasting my time I will pursue via litigation, but thank you for your help. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** *******

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/11/2023

  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.

  Stillwater Insurance Company has repeatedly attempted to cheat their customers out of an insurance policy after agreeing to the policy and collecting their customers’ money upfront. This has now happened to me twice with Stillwater Insurance Company - and has also happened to my family members. The executive team of Stillwater insurance Company agree to take your money upfront and then they look for any possible reason to cancel out the insurance policy. In the most recent example, the company had my credit card authorization on file. I had given the company full rights to renew the policy. The company however sent out a letter days before Christmas advising of the renewal in the following week - ignoring my instructions. I arrived back after the new year only days later after being with my family and looking after my sick father for the holidays to be told that my policy was cancelled - again only days later. The company refused to renew the policy despite my multiple attempts to pay for the policy only days after the notice was mailed out over the holiday period.

  Business Response

  Date: 01/12/2023

  Dear Ms. ******,
  Thank you for your feedback. We understand that you have
  spoken to our Customer Service Supervisor *****, who has explained in detail
  why we are unable to accept a late payment on this policy. Our records indicate
  that we mailed two policy renewal offers to the ******** **** address. The
  first was sent on 11/7/22 and the second was sent on 12/20/22.  This offer
  informed you the policy had to be paid by 12/29/2022 to remain in effect. We
  did not receive the payment by the due date and your policy was expired due to
  non-payment.
  

  Customer Answer

  Date: 01/14/2023

  
  

  [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:

  1) This business has engaged in intentional unfair business practices.

  2) I have never received any prior notice from the company in regards to this matter.
  3) The company did not make any other reasonable effort to reach out advising of the renewal. 
  

  4) The company has a track record for engaging in this unethical manner with their consumers. ***** with Stillwater Insurance advised me that I was the second customer that she spoke to just that day who had the same dispute on a policy termination. 
  5) The company has not made a reasonable effort to resolve this dispute.

   

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/19/2023

  Dear Ms. ******,
  As previously stated, Stillwater provided a
  renewal offer contingent upon payment of the premium at least 45 days prior to
  the policy expiration, as required by the state. Numerous renewal offers were sent to the ********* address providing adequate notice
  to make the payment due and to accept and generate the renewal policy for the
  subsequent policy term. These renewal offers were mailed on 11/4, 11/7
  and 12/20. In addition, they were also posted on our Customer Self Service site
  where you have an account and can access them electronically. All of these
  renewal offers required payment by 12/29/22 to avoid cancellation. You did not
  pay your policy by 12/29/22 and it was cancelled. We listened to the phone call between you and our
  representative, ***** and understand that you expected your agent to
  make the renewal payment on your behalf. Your agent did not call us until after
  your policy had been cancelled. Your agent also offered to find you another
  carrier to ensure that your property is adequately insured. There is no other solution that we can offer
  you.

  Customer Answer

  Date: 01/23/2023

  
  
  

  [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:

  Thank you for your email. Stillwater Insurance has demonstrated that they will stop at nothing to intentionally provide false information to support their position where no valid justification exists. They have intentionally misled you on how many notices they had sent out. The previous representative stated they sent out two notices. Now, this representative is stating there were three notices- whereas I only ever received one.  This notice wasn't printed until 12/22 and was sent out only days leading up to the Christmas holiday where I was looking after my elderly father. This company has shown that they have exhibited predatory practices by going after consumers, advertising low rates in partnership with brokers, only to cancel out insurance policies when a weather climate indicates that there is an increased risk for the company to actually have to pay out a claim. I have great credit worthiness. There was no indicating risk to Stillwater Insurance to cancel out my policy - nor was there any valid supporting justification of the cancellation. There was nothing wrong with the home, nor were there any new, pending, nor preexisting claims. They had all of my credit card information and my complete authorization from the inception of the policy to renew my policy automatically. I have been doing my own research and am finding that there are several people in my same situation. I am kindly pleading with you to please help ensure that Stillwater Insurance does not continue to get away this with type of immoral activity unscathed. I was told that an investigation is also being open up with the district attorney's office to see if a class action lawsuit will be filed. I will let you know if I hear of anything else. I was hoping that the company would do the right thing and honor the renewal of my policy - but clearly, they have no intention to do so. I was told by the company's own representative that has become common practice for Stillwater Insurance.

  Please let me know if there are any other courses of actions that you would like me to take. I sincerely appreciate all of your time and attention to this matter!

  
  

  Sent with Appreciation,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/26/2023

  Ms. ******,
  We
  will continue to state the facts of your policy cancellation: Numerous renewal offers were sent to the *********
  address providing adequate notice to make the payment due and to accept and
  generate the renewal policy for the subsequent policy term. Regardless of when
  you opened your mail, the first renewal offer was mailed on 11/4/22 and posted
  to the Customer Self Service site where you have an account. Subsequent renewal
  offers were a result of a policy
  amendment to update the mortgagee information processed on 11/05/2022; this
  policy update generated an amended renewal offer on 11/08 and then on 12/21/2022
  an additional renewal offer was mailed to the property address as a reminder of
  the upcoming payment necessary to accept the renewal offer for the following
  policy term (this is the mailing you make note
  of in your complaint). All the renewal offers consistently stated payment was
  required by 12/29/22 to avoid cancellation. All were available on the Customer
  Self Service portal for you to review. Your policy was cancelled because you
  did not make the required minimum payment by 12/29/2022; it was not cancelled
  for any other reason but that you failed to make the required payment by the
  due date. Stillwater does not keep credit cards on file, nor did we have
  authorization to take recurring payments. The only authorization we have is a
  one-time charge authorization made when you submitted the application for
  insurance in 2021 through your agent and purchased the policy. You may have
  made an arrangement with your agent to repeat a credit card charge, in which
  case they did not execute that payment in a timely manner. Lastly, we have
  listened to the recorded calls and assert once again that at no time were you
  told Stillwater conducts the practices you allege in your complaint. We have
  documentation of the above and will supply as needed to necessary parties.

  Customer Answer

  Date: 01/31/2023

  
  
  

  [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:
  Thank you for your email. I humbly reject the response of the business. If the company claims that there was no foul play involved, why would they fight to renew a policy that was in good standing with zero claims history where I would attest under oath that I did not receive any prior notification?
  I restate that I received only 1 notification after coming back from the holidays with my family and tending to my elderly father who had fallen and had also come down with COVID.  In regards to the organization respondent's comment that he/she "continue to state the facts" - how is it that the so called "facts" shift with each representative that I speak with at the organization?  As I stated previously, it is clear that Stillwater Insurance has chosen to engage in unethical business practices by updating their so called "policy" to save their company money. They have demonstrated a complete and utter disregard for their customers in their plight of greed.  I did not receive any other notice from the company besides the one that was dated for the 22nd of December - not because I did not open my mail on time, but because it never came. I would like the company to send proof of any certified mail receipts for the time that they claim that other notices were sent out. I would also like the company to explain why they never bothered to give me so much as a single phone call asking me to renew my policy. Finally, I ask that Still Water Insurance provide a total number of how many of their other customer's insurance policies were cancelled in the last 6 months to present date. I am confident upon a further audit, that findings will prove I am not a corner case. If the company chooses to misrepresent any of this data and we proceed with a class action suit, the company will have to go under oath to attest to all of these items and a full audit of their records will be requested.
  

  Best Regards,
  **** ******* ******

  
   

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  About a month ago my contractor who did the grading on my side yard discovered water damage to my home. The cause of the water damage was water pooling against my house because the neighbors landscaping is over a foot higher in elevation. Water from rains or sprinklers is draining towards my home instead of away form the property as all properties are required to. All this was explained to Stillwater Insurance but somehow they don't believe they are responsible for coverage because the issue began long before it was discovered. Stillwater wants to claim the issue is time barred to avoid any further action on their part. I noticed how quick Stillwater was to send me letters explaining away issues in order to relieve themselves of any responsibilities of the claim. I live in an HOA where it is illegal for homes not to drain towards the street. I also looked at our city codes which state the same. Stillwater was provided this information but still were quick and have no problem with me to speak to an attorney about the issue. Now I know why Stillwater has so many online complaints, they really do everything they can to sidestep coverage of my claim as well as so many others who are insured by them.

  Business Response

  Date: 12/29/2022

  Dear *** ********
  Due to the pending litigation, we cannot comment extensively
  on your complaint. The first party claim was denied based on exclusions in your
  homeowners policy and the fact that the loss was reported more than 1 year
  after the date of loss in 2020. We will communicate with the appropriate
  parties as needed to resolve this matter.

  Business Response

  Date: 01/04/2023

  Yes, there is an active lawsuit filed by the HOA against our
  insured. 
  
  Stillwater is not currently involved in the litigation, but cannot publicly speak on it until the matter is resolved in court.
  

• Initial Complaint

  Date:12/05/2022

  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.

  This company sucks in service to its clients, is terrible to do business with as it pays no attention to safety while it talks of safety for insuring your house structures.
  I had an inspector from this company come to my house and inspect my house in the middle of multiple projects being carried in the house involving multiple fixings against my suggestion to come back on a different day when the construction/repair work would have finished. And then this nasty inspector used the excuse "litter/debris in the yard" to fail the inspection. If this is not biasedness what else can it be? Can someone please help me understand. The only other explanation I can think of is that neither Stillwater Insurance Company nor the company it hired to send the inspector are so damn cheap that these don't care what inexperienced or nasty people they are hiring to save a few bucks.
  
  I wonder if it is even legal or valid for an inspector to do inspection when active repairs are going on in your house. I am pretty sure the answer would be "no".
  
  On top of this when I called Stillwater Insurance Company to know why they were failing my house the inspection the person [Julie] was just as nasty who did not try to show me or make me understand as to where and what was wrong with the roof, the second reason this idiot inspector cited to fail the inspection. Instead she kept taking me around and not let me talk to her supervisor with a false pretext/promise that supervisor will call me back shortly. No one has called back in last 9 days. On top of that instead of giving me the name and address of the inspector and his company she shut me off by giving me some companies name and said Stillwater does not have inspectors company's address and phone number and suggested me to google the information myself.
  
  No one should do business with this company. This is a dirty company that tricks you to buy insurance from it by giving you slightly lower rates. It's service and intentions do really suck.

  Business Response

  Date: 12/06/2022

  Dear *** ********,
  Your policy is under new business review period which
  includes a home inspection within the first 60 days. At the time of
  application, you were advised of the possibility of an inspection. At the time
  of the inspection, the home inspector found 2 issues with the property that
  made it ineligible: debris on the property and some cracked roof tiles.
  Therefore, ********** issued a notice of cancellation on 11/15. Since your call
  last week, a supervisor has made numerous attempts to contact you but your
  voicemail at the number we have on file was full even up until today. However, we
  see you have spoken to Anita and she seems to have answered your questions and
  provided you with an emailed copy of the inspection report. To reiterate the
  details of that phone call: you should submit photos of the property free of
  debris and submit proof you have contracted with a licensed roofing contractor
  to repair the cracked roof tiles to inspections@**********.comprior to the cancellation
  date.  Once you submit this information, it will be reviewed to see
  if the cancellation will be reconsidered. Please contact ********** customer
  service if you have any questions. We are glad we were able to provide some
  clarification today.

  Customer Answer

  Date: 12/17/2022

  
  

  [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:

  ********** keeps and seem to bend the facts and drive complaint away from the original objection - it is refusing to give name, address and phone for the inspector's company which its customer representative "Julie" had asked me to google and research myself. All she gave me was the name 'Milennium Information'. From her talks it was clear that the inspector was not representing ********** because she clearly said ********** does not send inspectors to the field. Why is ********** trying to thwart a complaint against this inspector still baffles me? What interest does ********** has, or what is it trying to hide? 

  Why it asks its clients to google or research the inspector's information by themselves? 

  Earlier this week in another telephone conversation, one of its other representative (I think the name was ******) said "the convenience of ********** was more important than convenience of its clients after being told she was being recorded, and then she doubled down when I told that she just said so on the record". I think her statement means a lot. In any case my insurance has been reinstated now. Two good names to mention here are representatives ***** *** ****a.

  I will request BBB to discontinue this complaint because ********** does not seem to stop spinning the complaint away from its original direction. The problem with the roof was never contested by me nor was taking of pictures, it was just the manner in which the debris pictures was taken reported, and the intent with which it was taken. The whole complaint was to get the name and address of the inspector's company to file a complaint against him which ********** is keeping secret even now.

  I further request BBB to keep my views visible/available to other viewers so they can get a chance to know about this company before signing a contract with it.

  
  
  

  Regards,
  ******** ********

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/20/2022

  *** *********
  We apologize you’ve gotten the impression that
  we are trying to hide something from you; that certainly is not our intent. Our
  responses have been focused on helping you resolve the issues with your policy
  rather than the inspector, simply because it is ************ underwriting
  department that determined your property had issues that did not meet our
  underwriting guidelines, not the third-party inspector.  As stated
  previously, the contracted third party completed our standard requirements for
  a home inspection, including photos of the property. Our underwriting
  department reviewed the information to determine if the property met our
  underwriting guidelines, not the inspector. Your complaint was that the
  inspector took the photos of the debris in your yard while it was under
  renovations and was unresponsive to your requests for him to come back another
  day; we have already addressed why the inspector took the photos and why he
  took them when he did – he was required to do so.  Stillwater has provided
  you with both the name of the inspection company and the actual inspection
  report. The name and phone number of the actual inspector was not available to
  Julie, nor any other customer service representative, as it is not on the
  inspection report. Millennium Information Services is our third-party vendor;
  if you still wish to discuss the inspector with them, their Contact Us page
  provides ************ or email: [email protected].
  Thank you for completing the corrective actions Stillwater requested. Your
  policy was reinstated without any lapse in coverage because your documentation
  shows you have addressed our concerns about the property. We appreciate the
  care and pride you are taking in your home and the fact you have chosen
  Stillwater to insure it. 

• Initial Complaint

  Date:11/28/2022

  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 used Stillwater's "Contact" page on their website to request the cancellation of a homeowner's policy and never received any form of acknowledgement (e.g., email confirmation) that my request was received and/or was being processed.
  
  Upon calling their customer service two days later, I was connected with a representative who instructed me to send my request via email to ******************. She was also unable to tell me if my request was received or not, which left me completely in the dark.
  
  After this experience, I will not use Stillwater ever again for any of my future investment properties and will also warn all of my fellow real estate investors about them.

  Business Response

  Date: 11/29/2022

  Dear Mr. ********,
  You submitted the cancellation request through our
  Stillwater Self-Service portal on 11/22/2022 for a same day cancellation. Upon
  submission, a modal pop-up displays on the web page confirming that your
  request was received. We understand that you would have preferred an email
  confirming receipt of the request, and we have forwarded that feedback to our
  IT team. Thank you for the process improvement suggestion. We have reviewed
  your phone call to customer service on 11/23 and heard the representative
  clearly inform you that your request for cancellation was received, the
  11/22/22 cancellation date would be honored, and that processing takes 24-48
  hours. The policy has been cancelled and a refund of $725.91 has be issued. We
  hope this resolves your concern. We are sorry to see you go.
  

  Customer Answer

  Date: 11/30/2022

  
  

  [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:

  You should be providing your customers with written, not verbal, confirmation for cancellations and any other formal requests or transactions.

  I received a correspondence yesterday informing me there was a new communication regarding my cancellation in the Stillwater portal; however, when reviewing the document, there was no indication whatsoever of the refund amount.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/05/2022

  The information you are looking for is available on the
  Stillwater Self-Service portal. A copy of the cancellation notice dated
  11/28/2022 can be found in Docs & Notes; this notice has also been mailed
  to you and confirms the cancellation date of the policy.  Under the
  Payments section of your account in the portal, you will find the refund check
  processed on 11/30/2022 showing the refund of $725.91. We hope this provides
  some clarification.

  Customer Answer

  Date: 12/06/2022

  
  

  [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:

   

  Stillwater's technology/systems do not provide timely confirmation of account cancelation requests being received.  This is completely unacceptable in this day and age and leaves customers wondering as opposed to being reassured.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:11/21/2022

  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 have a homeowners insurance policy with Still Water Insurance group. Policy expires 12/07/2022. Still water withdraws a payment from my escrow account on 11/15/2022, almost one month away from when the policy ends. I was not given a form to sign or given my consent for still water to withdraw the payment from the escrow account especially not before the policy ends. I would like for Still Water insurance group to refund the money back in a timely manner before the policy ends. i have a new insurance group who will be taking out the payment on 12/07/2022.

  Business Response

  Date: 11/21/2022

  Dear Ms. ******,
  We have reviewed your policy information to better
  understand your complaint. Your policy renewal offer and bill were sent to you
  and your mortgage company on 10/18/22. We did not have access to your account
  to withdraw premium. Rather, your mortgage company submitted the payment for
  the renewal policy on 11/09/22 because they were unaware of your plan to change
  insurance carriers.  As of this morning, our records indicate we have
  received your written cancellation request today and the cancellation has been
  processed. Since you did not request the refund be sent to the lender, the
  refund will be sent to you. If you want the refund issued to the lender rather
  than yourself, please contact ********,
  Customer Care and Support Manger, directly so she can assist you; she has left
  you a voicemail and needs to hear back from you by Tuesday, 11/22. You should
  also inform your lender of your new insurance policy and make them aware of the
  issue with the premium payment they made for the Stillwater renewal policy.
  Stillwater refunds are sent via US Mail and are typically received within 10-14 business
  days. If you need further assistance, please contact customer service.
  
  

• Initial Complaint

  Date:10/24/2022

  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.

  My washer overflowed causing water issues in my condo, obviously something no one expects or wants to happen. Filed a claim with Stillwater (through *****) that day. A claims person reached out the next day to proceed with the next steps, and said that an adjuster would be in contact in the coming few days. However, four days later I received a call from a different person that was rude, targeted, not providing guidance, and overall not professional, for an accident they made it feel as if it was an intentional act. It took an additional two weeks for an adjuster to come out to my condo.
  
  The adjuster did his work and the "claim" was processed. I looked to Stillwater for guidance for remediation, they helped. Their help came two more weeks later, and then proceeded to ask for more money from Stillwater, to which they agreed to. This work, being a 1B/1B would have left me displaced, which I reached out to Stillwater with no response. I reached out again to proceed with their new agreed upon price, with no response. But they closed the claim with zero work being done.
  
  It's been almost two full months and I've heard from Stillwater four times via phone, three to me via email.

  Business Response

  Date: 10/25/2022

  Dear Mr. *****,
  

  We apologize for the frustration and lack of communication
  you have experienced with your claim. We understand you have spoken with the
  Claims Supervisor today and discussed the new estimate you were given by your
  contractor along with the option for temporary housing while the floors are
  replaced. Please send in the new repair estimate as quickly as possible so it
  can be reviewed. We also understand ***, the Claims Supervisor, has provided
  you with his contact information so he can handle the claim.

  
  

• Initial Complaint

  Date:10/18/2022

  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 opened up home insurance claim ************ on 8/20/22 for water damage. Repair estimate was sent for review on 9/13/22 and it still has not been approved more than a month later. My tenants have been living out of a hotel for 2 months now with no timeline to return because rebuild cannot start until the estimate is approved. The last time I heard from the adjuster was 10/5/22 assuring me things will be good to go soon and that was almost 2 weeks ago now. I have tried contacting both the claims adjuster and supervisor with no answer or response. Please do something so repairs can start!

  Business Response

  Date: 10/18/2022

  Dear Mr. *****,
  We apologize for the frustration you have experienced with
  your claim. We understand you have spoken with the Claims Supervisor today and
  have been given his direct contact information along with his assurance that he
  will resolve your claim personally. Please send ***, the Claims Supervisor, the
  requested documents so he can expedite the process.

  Customer Answer

  Date: 10/19/2022

  [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

  Date:10/11/2022

  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've been paying renters insurance for a unit I moved out of 2.5 years ago (+$500 in erroneous payments).
  
  I've made various attempts to contact Stillwater and let them know that i am no longer at that residence. They told me that I needed to submit proof that I am no longer at that residence which I did.
  
  After sending that proof, they are only honoring 2 months worth of backdated payments ($40) instead of the $550 they owe me.
  
  I was abruptly told that they would not honor my backdated payments, even after I told them I'd been in contact with them for quite some time trying to cancel my policy.
  
  Not only did they not pause my policy, they kept charging me, and refused to honor the payments they've taken from my account.
  
  This is the epitome of bad business, and in my opinion, everything that is wrong with the insurance industry.
  
  I'm seeking the rightful backdated pay, and a change in policy from Stillwater.

  Business Response

  Date: 10/25/2022

  Dear
  Mr. ******,
  We have looked at your records to better understand your complaint. In
  October 2020, you called us and were provided with instructions on how to
  cancel the policy which included providing a copy of a new lease agreement
  proving a new address, or a letter from landlord stating you had moved out of
  the insured property. We did not receive any follow up documents necessary to
  cancel the policy. The next call on record is on 3/14/2022 when you stated
  you would send in a written request; however, we did not receive the request
  or documentation. The first written request to cancel was received on
  9/7/2022. You were advised of our guidelines that permit cancellations to be
  backdated only up to 60 days. In September 2022, we received an unsigned
  lease agreement with dates inconsistent with when you wanted your policy
  cancelled. We also received a copy of an email to an unknown person stating
  your intended move-out date instead of a signed document from the past
  landlord stating you had moved out from the insured property. Per our
  guidelines, we do not backdate cancellations further than 60 days, especially
  without any of the required documentation. Had you sent the requested and
  complete documentation in October 2020, your policy would have been cancelled
  back 60 days from that point. Due to the failure to provide documentation,
  your policy was cancelled as per our guidelines back to the earliest possible
  date of 7/7/2022. The related refund of 2 payments will be issued. Stillwater
  acted consistently with our cancellation guidelines. We understand the
  frustration, however we are unable to complete cancellations without written
  requests and back up documents.