ComplaintsforNeptune Flood Incorporated

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was informed by my HOA board that they were going to amend our bylaws to force us to have a flood insurance. Apparently I went out and got Neptune Home Insurance however, the implementation and amendment was not approved. I am asking to cancel my policy which took effect on August 31, 2023. I paid in full and Neptune is not allowing me to cancel. In addition I am moving but not selling my home on November 17, 2023. They still dont want to cancel my policy. They are forcing me and keeping my money because I no longer want Ani the policy. Can you please help I would appreciate it and thank you.

  

  Business response

  11/13/2023

  Neptune Flood is required to follow the cancellation reasons outlined by the National Flood Insurance Program (NFIP). If the customer has proof the condo association has a flood insurance policy, it is eligible for cancellation. Moving but not selling is not a valid cancellation reason per the *****

• Initial Complaint

  10/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of insurance renewal with Neptune Flood Insurance:9/17/23 Amount:$1,232.78 What the business committed to provide you:Flood Insurance What is the nature of the dispute:Refusal to cancel the policy.Whether or not the business tried to resolve the problem:Reused Account/order/tracking number:TNF3437296

  

  Business response

  10/16/2023

  The customer received a 75 day renewal notice in July 2023 for their policy with an inception date of September 2023. Since July, the customer, agent, and lienholder were all sent multiple mail and email notices of the policy renewal to allow adequate time to explore alternative coverage outside of Neptune Flood. The document the customer shared has been highlighted to show our cancellation policy references on pages 3, 28, and 30.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/11/2023 I purchased flood insurance from Neptune through my agent ****** Insurance. My agent paid the premium in full with my credit card. The agent called me back saying that a convenience fee of 19 dollars was charged at the time on top of the premium. The agent also told me that if I am not happy with the terms of the policy and the charged fee she will cancel the policy immediately and I will be refunded the premium amount. The policy was canceled within 30 minutes. However, the convenience fee will not be returned to me and the premium charged to my credit card will be refunded in 30 days. I will have to pay my credit card before they return my funds incurring a double payment. This is unacceptable! I called Neptune and spoke with *****, who insisted they can not refund me the money because they don't have it yet. They will have to hold on to the amount for 14 days to ensure they have it to return it. ***** is telling me that this is common practice and she is sorry that I never experienced it before in a similar cancellation situation. She is also telling me that she can't expedite the refund in any way. She is rudely repeating that they have to hold onto my money for services I canceled within the correct window.I would like my premium refunded immediately since Neptune has no reason to hold on to it for 14 days. The transaction was canceled within 30 minutes. I will incur interest fees on my credit card if I wait until Neptune refunds me. I would also want to be paid back the convenience fee. They do not offer other payment options.

  

  Business response

  07/13/2023

  We have resolved this issue directly with the customer.

  Customer response

  07/13/2023

   
  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

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First transaction date 11/15/2022-$1,322.63 Second transaction 12/2022- $1,177 *First Transaction 11/15/2022 *Second Transaction 12/2022 *Third Transaction 2/16/2023- $1,030.17 My Insurance policy states, payments to your escrow account are to only be taken out once a year usually around November and any changes to policy must be told to customers with written consent. The Neptune flood has taken more than 2 payments for 1 calendar year. Neptune has made changes to my policy without my knowledge that is incorrect and could put me at great risk for falsifying or misleading information that the title company wrote on all the final paperwork stating the house was on a raised foundation which is correct . When I renewed my policy I asked to see my documents and it took several attempts to reach anyone. when I got to look it over I saw that they had changed the house to being on a slab foundation that is not correct and I did not make this change. I have tried to reach out to both my mortgage company and Neptune to help resolve this matter but have had no help. Neptune refuses to reimburse me even with proof my mortgage company called and attempted to speak with them. If Neptune does not put the money back into my escrow account before March 31, 2023 my monthly mortgage payment will go up because my property taxes are due and There will be not enough money in my account to pay it. I have exhausted all my resources and many hours on the phone and have gotten nowhere. Please help me.

  

  Business response

  03/17/2023

  We have emailed the client directly to resolve this issue.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Business never covered our property for flood insurance because they called 9 months later to inquire if we would want coverage and I sent a online payment to a person representing himself as a seller of this product

  

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/01) */ Contact Name and Title: Jean-Luc E. Contact Phone: ************ Contact Email: ************************* We believe there was a communication email sent in error which may have caused confusion. We have reached out to the customer via phone and email but have not heard a response. Please contact us at *******@neptuneflood.com or via the direct number provided through the BBB Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been able to reach Jean-Luc E. they have my number and have not forwarded any mail correspondence to verify their position of me being insured at this date 6/12/22 Business Response /* (4000, 9, 2022/06/21) */ We spoke directly with the customer and provided the necessary documentation. Consumer Response /* (3000, 10, 2022/06/22) */ I spoke with Mr. Jean-Luc E. and he stated flood insurance was in force until August of this year.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  NEPTUNE FLOOD INSURANCE POLICY# ********** EMAILED NEPTUNE AND CONTACTED NEPTUNE ON MARCH 09, 2022 TO CANCEL MY FLOOD INSURANCE POLICY EFFECTIVE DATE 02/24/2022 THE DATE I MOVED OUT O RESIDENTS ADDRESS I HAD A POLICY WITH **************** MY COMPLAINT IS NEPTUNE REFUSED TO CANCEL MY POLICY APON THE CONSUMER REQUEST. BY LAW I HAVE A RIGHT TO CANCEL MY INSURANCE POLICY DUE TO NOLONGER RESIDE AT RESIDENCE. AND ALSO REQUESTED ANY REMAINING INSURANCE PREMIUM REFUND CREDIT TO BE MAILED TO MY P.O. BOX 7742 THAT THEY ALREADY RECIEVED THESE INSTRUCTION WHERE TO MAIL MY REFUND NEPTUNE RESPONDED AND WANTED A MORTGAGE STATEMENT THAT I HAVE MOVED. I LIVE IN A APARTMENT MONTH TO MONTH TENANT WITH NO CONTRACT AND CAN LONGER CONTACT LANDLORD OF KCS INVESTMENTS LLC WHOS PRPOERTY WAS RECENTLY SOLD TO SAY I MOVE FROM *********** I DONT NEED NO PROOF TO LIE THAT I MOVE FROM ************** IN ORDER TO CANCELL MY INSURANCE POLICY I WILL MONETARY *** NEPTUNE INSURANCE FOR OVER 50,000 INCLUDING COURT COST AND FEES NEXT MONTH IF MY POLICY IS NOT CANCELLED WITH NON-RENEWAL OF THIS POLICY AND IF MY REMAINING CANCELLATION REFUND IS NOT SENT TO MY MAILING ADDRESS *********** SEBRING, FL XXXXX UNDER FLORIDA LAW I HAVE A RIGHT TO CANCEL MY INSURANCES WITH MEANING TO DO SO IN MY CASE I NO LONGER RESIDE AT *********** SO IT WOULDNT MAKE SINCE TO KEEP FLOOD INSURANCE ACTIVE WHEN I ALREADY CONTACTED NEPTUNE VIA EMAIL AND PHONE I AM ALSO REQUESTING A CEASE AND DESIST FROM THIS COMPANY AFTER THIS POLICY IS CANCELLED AND MY REFUND HAS BEEN PROCESS AND MAIL TO ADDRESS REQUESTED IF NEPTUNE REFUSE TO RESOLVE AND CANCELL MY POLICY AS REQUESTED I WILL SEEK ATTORNEY TO SUE

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ Due to the customer's inability to get in contact with their prior landlord, we will accept a signed statement from the insured stating that in lieu of supporting documentation, this is a signed statement that they have moved from *********************************** effective February 24, 2022. The signed statement can be emailed to ************************ or mailed to Neptune Flood, ******************************************* Once a signed statement is received we will process the refund excluding the policy fee. Consumer Response /* (3000, 7, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) ENCLOSED IS LETTER WITH SIGNATURE THAT NEPTUNE REQUESTED TO CANCELL MY POLICY ONCE I RECIEVE REFUND CHECK THAN THIS COMPLAINT WILL BE RESOLVED AS OF TODAY MY POLICY IS STILL ACTIVE Business Response /* (4000, 10, 2022/03/29) */ Refund processed and proof is attached. Please allow up to 21 days for the check to be processed, printed, mailed, and delivered through the USPS. Consumer Response /* (3000, 13, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) still waiting on refund check i cannot agree are closed this bbb complaint intil refund check is recieved and cashed.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  BBB Team, Neptune Residential Flood will not give me a refund after finding a more comprehensive policy. I enrolled in Neptune Flood on 10/11/21. At the beginning of 2022, I found a less expensive, more comprehensive home owners insurance that included flood insurance. I contacted all my current homeowner's insurance providers; including Neptune, to cancel the policies due to this reason. My homeowner's insurance called the policy and issued a refund, but Neptune did not send me a refund because they said securing another less expensive policy is only valid if done within 30 days of the start of the Neptune policy. This practice is unethical! My other insurance carriers canceled and prorated the refund up to the cancellation date. If customers find a better insurance policy, they should be able to cancel their current flood insurance with Neptune. My lender sent the certification letter and an email on my behalf stating "I do not have to have flood insurance" because my property is not in a designated flood zone. When I sent this to Neptune, they advised me that I will need to have my lender send another notification that they required flood insurance in error and now stated I do not need it in order to cancel this policy and get a refund. Again, this is an unethical practice. I am seeking a prorated refund for effective 1/3/22 for the policy number included on the attachment. I have emails of the conversations and proof that my lender shows that I do not need to have flood insurance. Respectfully, ******* ********

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/07) */ Private flood insurance, like Neptune Flood, must follow the National Flood Insurance Program regulations per the Biggert-Waters Act of 2012. This includes valid cancellation reasons. The customer's request for a refund because they found another coverage provider is not a valid cancel reason.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have continuously provided a valid Cancellation reason in my mind there is no reason why you should've issued the policy to me at all because I have been told by your company that is impossible for my property that you gave insurance for flood to to ever actually experience a flood. So I paid for insurance for two years to be insured from an event a flood and your company will not ever insure my house or my property from flood because it doesn't believe it can get flooded! I want a refund of the amounts paid for the first two policies that were paid to cover nothing of which I originally inquired about and was assured would be covered should I experience such events again. My house floods but because their definition of a flood is different than the experience of a flood I get nothing. I believe I was seen as easy money and taken for a ride.

  

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/21) */ The customer's existing policy went into effect on March 22, 2021. On March 30, 2021 the customer contacted Neptune about a filed claim. This claim was denied as it did not meet the definition of a flood as outlined in the policy documents. On May 25 2021, the customer contacted Neptune Flood to cancel their policy, upset that we denied the claim and stating we told her is it "impossible for my property...to every actually experience a flood." While we did let the customer know they are not in a mandatory flood insurance zone as seen in the email response from our customer success team, we did not tell the customer their property can never flood. Per Biggert-Waters Act of 2012, private flood MUST follow the NFIP form, which includes valid cancellation reasons. This request to cancel due to a claim being denied is not a valid cancellation reason, so a refund for the current policy is not approved. https://www.fema.gov/sites/default/files/documents/fema_fim-6-how-to-cancel_apr2021.pdf With the policy renewal coming up in March 2022, we have canceled the renewal per the customer's request on January 7th, 2022. Email proof has been provided to BBB. Emails and phone calls were tried on January 11, 2022 and January 12, 2022. The customer responded both times, with the second message making it clear they did not want to speak to our Chief Customer Officer to discuss a solution. Consumer Response /* (3000, 10, 2022/02/04) */ Yes and the business just wants to get on a phone call with me so they can do what they have done before and keep it out of being a written record. I responded that I did not want to communicate over the phone with them and have been greeted with radio silence ever since. Thank you, ******** Business Response /* (4000, 12, 2022/02/04) */ We have tried to communicate with the customer via phone and email, and have been responding through Better Business Bureau in a timely fashion. We have canceled the renewal per the customer request on January 7, 2022. The customer's active policy will not be canceled and refunded as it is not a valid cancellation reason, which are the regulations private flood insurance must follow per the Biggert-Waters Act of 2012. Consumer Response /* (4200, 14, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They took my money for two years knowing I could not experience a flood like ever. My mortgage company changed and does not require flood insurance as a part of my loan. Please refund. I paid for nothing. Business Response /* (4000, 16, 2022/02/07) */ The customer's active policy will not be canceled and refunded as it is not a valid cancellation reason, which are the regulations private flood insurance must follow per the Biggert-Waters Act of 2012.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a flood policy with Neptune and just recently it renewed. The 1st year they were competitive with others. When renewal time came, I was working an outage for 30+ days working 12 hrs a day 7 days a week. I missed the letter about my renewal. My mortgage company paid the renew. The increase was 200%! I called Neptune and they hid behind the new FEMA changes. No one else in my neighborhood had an increase anywhere near that! I got a quote from FEMA.... it is $800. The only way Neptune will let me out of this policy is if I sell my house. I am a true believer that they intentionally quote low prices to get business then jack up the prices on renewal or any circumstance they can. I'm also shocked that a change like this doesn't require my consent.

  

  Business response

  02/04/2022

  Business Response /* (1000, 10, 2022/01/21) */ This customer's policy renewed on October 19, 2021. Renewal notices were sent: - August 11, 2021: Physical letter sent to the customer, 75 day notice of their renewal - September 18, 2021: Physical letter sent to the customer, their agent, and lienholder, 30 day renewal notice. On September 28th, 2021 the lienholder paid the renewal policy in full. Email confirmation was sent to the customer and their agent that the policy renewal was confirmed. Contact from the agent and customer were then record AFTER the policy was active: - November 1, 2021: Neptune spoke with the lienholder and advised them that the policy was active and paid. - November 19, 2021: Neptune spoke with the customer and advised that the policy is active and cannot be cancelled at this time. - December 17, 2021: Servicing Agent contacted Neptune asking if a policy can cancel mid-term to purchase a FEMA policy instead. Per the Biggert-Waters Act of 2012, private flood MUST follow the NFIP form, which includes valid cancellation reasons. This request is not a valid cancellation reason. https://www.fema.gov/sites/default/files/documents/fema_fim-6-how-to-cancel_apr2021.pdf A full timeline with more detailed information has been shared with BBB. In summary, the request to cancel the policy was made after numerous notices were sent about the renewal to three different parties. Per the Biggert-Waters Act of 2012, Neptune must follow the valid cancellation reasons, of which switching to a FEMA policy is not one. Consumer Response /* (3000, 12, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response did not address the double in premium change from first year, or the extraordinary amount charged compared to FEMAs rate. Business Response /* (4000, 14, 2022/01/27) */ Neptune Flood uses the latest science and data available to ensure we provide the actuarily accurate price for each risk. At policy renewal, our system uses the latest data to make any adjustments to property risk. The renewal price reflects the actuarily accurate with the latest science and data for the risk. Our renewal notices begin 75-days prior to inception to provide more than ample amount of time to find flood coverage elsewhere if the insured desires to check the market. In fact, the National Flood Insurance Program ("NFIP", which is run by FEMA) will begin price increases for renewals that will impact 77% of their 5 million policies on April 1, 2022. Most NFIP policyholders will have significant price increases year over year. The reason the the National Flood Insurance Program is increasing rates is because they do not charge enough premium relative to the risk. The NFIP is over $20 billion is debt due to the fact that they do not collect enough yearly premium to cover their claim payouts. Said in another way, the NFIP does not collect enough to cover their losses, so the federal government steps in to subsidize and/or foot the bill using taxpayers money. Consumer Response /* (4200, 16, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their increase is extremely more than anything other companies. The federal government should do a better job at regulating insurance companies.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, My name is ******* and I purchased flood insurance from Neptune on 7/15 for my new house. When I evaluate my flood insurance, the agent (Christopher M.; ********@RocketFlood.com; Rocket Flood) said my home foundation was "basement" and charged me $1,667 and I paid it fully on 7/15. (attchmt1) Later, I got my house inspection report and official appraisal report, and they consistently said the foundation of my home is "slot". I contacted the agent and Neptune (Tye P.; Customer Success Representative ***@neptuneflood.com) and requested it to change and they agreed and changed my policy (attchmt2)and cost ($551.90) The Neptune representative said to me on 7/23, it will process to refund $1,150,10 (attchmt3/4) I called several times but never happened. My last request was on 9/17 with Kelseigh P.; Customer Success Representative(attchm5). I called again (don't remember who&when) but I still didn't get a refund. Please help me. Without BBB help, I feel I can't refund it

  

  Business response

  11/11/2021

  Consumer Response /* (2000, 5, 2021/10/29) */ Hi, I filed my complaint through BBB and my information is; Complaint ID#: XXXXXXXX Business Name: Neptune Flood Incorporated I just want you to know I got a refund and my complaint was resolved. I have been requesting it for three months and never happened but as soon as I filed it they refunded for three days. Thank you so much for helping out with this situation. It is greatly appreciated. best regards, *******

*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. ↩