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Complaint Details
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Initial Complaint
05/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/29/23 I was forced to take an insurance policy issued by Insurance **************** *******************. Insurance Associate are defrauding condo owners at Century Park Plaza ******************************************************************************. Touchtone Properties LLC pretends to sends out show proof of insurance letters, which condo owners do not receive. (25 condo owners thus far are filing complaints) Touchtone properties LLC, uses Insurance Associates to over inflate insurance. Thereby forcing condo owners to accept First Insurance of Hawaii. First Insurance of Hawaii, supports and benefits financially from this fraud.
Business response
06/05/2023
First Insurance Company of Hawaii,Ltd. (FICOH) is in receipt of your complaint regarding the homeowners insurance policy for the property located at *****************************************************************************, effective March 29, 2023. As mentioned in your complaint, FICOH issued the policy at the request of ******************* of Insurance *********** **** on behalf of *************************. The policy remains in effect. However, if there is duplicate coverage on the property, FICOH is willing to cancel the policy upon receipt of proof of your AAA insurance, effective March 29, 2023 through the present. Please forward proof of coverage to ******************* of Insurance *********** ****Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
It has been 106 calendar days as of now since my representative advised going into appraisal and FICOH representatives ************************* and *********************** are refusing to respond or address my concerns. It has also been 146 calendar days as of now that my representative requested the full depreciation owed on my claim as agreed per *****'s estimate. To this date, we have not received the remaining balance.Business response
03/10/2023
First Insurance Company of Hawaii (*****) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that ***** has handled this matter appropriately.Upon receiving proof that repairs were completed to your home, ***** on October 20, 2022 paid the remaining balance owed on the claim. The ***** adjuster explained to your representative, Aloha Public Adjusters (APA), that the amount owed was revised based on the fact that our original estimate included the cost to detach and replace your solar panels. APA confirmed that the solar panels were disposed of and not replaced;therefore, the cost to replace the panels is not owed and the payment reflected that revision.
You also assert that ***** has not responded to your demand for Appraisal. The policy states that If you and we fail to agree on the amount of loss, either may demand an appraisal of the loss. Here, ***** is not aware of any disagreement on the amount of loss.
***** paid to replace your roof and APA provided a Certificate of Completion once the repairs were complete. ***** then issued payment for the recoverable depreciation (less the amount for work not completed, i.e. the cost to replace the solar panels). Work not performed is not covered by the policy and not subject to Appraisal under the terms of the policy.
Our file indicates that *****s position was clearly communicated to APA and that ***** complied with the applicable Hawaii Revised Statutes.
Initial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My representative provided proof that my home has been repaired and requested the remaining balance owed on the claim. To this day we have not received the full depreciation from *********************** and *****.Business response
01/03/2023
First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately.
Our review of the claim file indicates that upon receiving a Certificate of Completion regarding repairs to your roof from your representative, Aloha Public Adjusters (APA), FICOH issued payment for the remaining balance on the claim on October 20, 2022. As APA confirmed that your solar panels were not replaced, FICOH explained that the payment was less than the original estimate as it did not include the cost to replace the solar panels. The policy does not provide coverage for work that was not performed.
Moreover, as stated in the policy,either party may demand an appraisal of the loss if we disagree on the amount of loss. Here, the amount of loss is not in disagreement. Instead, FICOH issued payment in full for the recoverable depreciation. The only amount not included was for work to replace the solar panels, which APA confirmed was not performed. Work that was not performed would not be subject to appraisal under the policy.
Accordingly, our file indicates that FICOH has handled this claim fairly and has clearly communicated our position to APA.
Initial Complaint
11/30/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
First Insurance Company of Hawaii(FICOH) and ******************* denied coverage to my property when damages are evident.Business response
12/12/2022
First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately.
The FICOH adjuster advised you via your representative, Aloha Public Adjusters (APA), that your claim is not covered under the terms of the policy. In FICOHs September 29, 2022 coverage denial letter, we invited APA or you to submit additional information for our consideration. To date, we have received no additional information and our coverage position is unchanged.
FICOH denies that it is in violation of Hawaii Revised Statutes. We continue to invite you to provide any new information that you believe is pertinent to this claim.Initial Complaint
10/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
*********************** refuses to pay for ladder assist provided by my representative.Business response
10/27/2022
First Insurance Company of Hawaii (*****) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that ***** has handled this matter appropriately.
The ***** adjuster arranged with your representative, Aloha Public Adjusters (APA), to inspect your property on June 15, 2022. ************************* from APA set up a ladder in order that the ***** adjuster and he could inspect the roof and assess the damage thereon. There was no discussion before or during the inspection of any charge for a ladder assist.
On August 9, 2022, APA notified ***** of a ladder assist charge of $150. Such a charge is not reasonable or customary, and ***** informed APA that it would not pay that charge.
Our file indicates that *****s position was clearly communicated to APA and that ***** complied with the applicable Hawaii Revised Statutes.Initial Complaint
09/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My representative requested for supplement payment that is owed regarding my claim. *********************** denied my sheathing without reason for the denial. It has passed the HRS deadline and the issue has not been resolved yet.Business response
09/14/2022
First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately.
FICOH received notice of this claim for roof damage and interior water damage on January 6, 2022. We contacted your representative at Aloha Public Adjusters (APA) and hired an independent adjuster to inspect your property on January 12, 2022.
After working with APA to adjust the claim, FICOH issued payment on May 26, 2022 for the Actual Cash Value of your property damage.
On July 6, 2022, APA provided a certificate of completion for the repairs. On July 11, 2022, FICOH issued payment for the withheld depreciation.
On July 29, 2022, APA submitted a supplemental claim for damages. On August 24, 2022, FICOH sent APA a letter declining coverage for a portion of the supplemental damage, noting that based on the policy wording, FICOH must decline coverage for the cost to repair and/or replace your ***** that were damaged by rot because such damage is caused by constant or repeated seepage or leakage of water or the presence or condensation of humidity, moisture or vapor over a period of time. However, we are currently awaiting an estimate and/or invoice for the work completed in order to determine whether other supplemental damages are covered by the policy.
Our file indicates that FICOH has been in regular communication with APA. While a portion of your damage is not covered by the policy, we continue to work with APA to verify the supplemental damages that are covered by the policy and will make payment for those damages once verified.Customer response
11/01/2022
I am rejecting this response because: I paid for wood rot coverage. It is in my policy. FICOH is misrepresenting the policy in order to avoid paying me coverage, which I am owed.
Sincerely,
***********************Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First Insurance Company of Hawaii(FICOH) did an inspection of my home. My representative sent a request for FICOH to review additional damages that they had failed to identify during the initial inspection. It has passed the HRS standard set of 15 working days for investigation. ***** and their representative ************************* has not resolved to determine the cause of damage to my roof. ***** and ****** have not been able to provide prompt and reasonable determination regarding my claim.Business response
09/06/2022
First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately.
FICOH received notice of this claim for roof damage and interior water damage on June 28, 2022. We contacted your representative at Aloha Public Adjusters (APA) and inspected your home on July 5, 2022.
Since that time we have been communicating with APA to clarify the extent of wind damage to your roof and to finalize the repair estimate. Our adjuster ************************* exchanged email messages with APA on July 22; August 3; August 9; and August 15.
On August 16, 2022, ***** issued settlement checks to you for the following amounts:
Roof Repairs $2,016.48 (damages less $1000 deductible)
Reconstruction $5,020 (damages less $4,1027.27 recoverable depreciation)
Our file does not indicate that **************** mishandled this claim or failed to communicate with APA during the course of this claim. As payment has been issued, we believe this matter is resolved.Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
05/11/21 - ******* Cravlaho, a FICOH adjuster who is no longer handling my claim, issued a partial approval of my wind damaged roof. 06/03/21 - My rep sent ******* a lab report from ITEL that proves the existing shingle on my roof is obsolete. Due to not having a compatible shingle, we would need to replace all the shingles per manufacturer instructions. 06/25/21 - My rep contacted *** supply and spoke with a sales rep there who advised the shingle is not in stock. My rep forwarded a letter from *** to *******, the letter clearly states the existing shingle on my roof is not available. ******* responds that the policy only covers wind damage areas on the roof. The shingles not being available for repair does not warrant a full roof replacement. 08/24/21 - Claim goes into appraisal and *************************** is selected to represent FICOH as their appraiser. 01/19/22 - *************************** admitted to being an employee of FICOH from 2011-2019 and worked as a supervisor. It seems he is not able to give a biased, fair, or reasonable appraisal due to this long-term relationship with FICOH. 01/20/22 - Claim is reassigned to new adjuster ***********************. ******* sent a letter stating that *************************** was named as FICOHs appraiser and that if my appraiser did not contact him by February 8, 2022, then the claim will be closed. She did not bother to address my concerns or acknowledge that there is conflict of interest with hiring a former FICOH employee and Claims Manager as their appraiser. Doing so does not allow for a fair and reasonable investigation. *************************** still intends on being the appraiser for FICOH despite his long-term relationship working as their employee.Business response
04/22/2022
First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately.
As stated in the complaint, FICOH investigated your claim for wind damage to your roof and paid the amount owed under your policy. However, FICOH does not agree that a full roof replacement is owed. Since you disagreed with FICOHs determination, you invoked the appraisal clause in your insurance policy (through your Public Adjuster).
In accordance with your insurance policy,each party must select a competent appraiser. The Policy then provides that the two appraisers choose an umpire. The two appraisers then separately set the amount of loss and if they fail to agree, they submit their differences to the umpire. A decision agreed to by any two will set the amount of the loss.
FICOH selected *************************** as its appraiser and you selected *************************** as your appraiser. ******************** has not provided his appraisal disclosure statement in connection with his appointment as your appraiser. ******************, has provided you with his appraisal disclosure statement dated February 8, 2022. However, despite repeated requests from ******************, ******************** has still not provided his disclosure statement.
You indicate that ****************** has a conflict of interest in light of his prior work history at FICOH. However, as stated in Mr.******** *********** Mr. ******** compensation as an appraiser is only based upon his hourly rate, and he has no financial or personal interest in the outcome of the appraisal. As Mr. ******** Disclosure makes clear, he is both competent and impartial as an appraiser, and his prior employment with FICOH several years ago would not render him ineligible to participate in the current appraisal process.
In the interest of a fair and expedient appraisal process, FICOH requests that you encourage ******************** to provide his disclosure statement as soon as possible.Initial Complaint
07/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First Insurance Company of Hawaii had a check cut to them for the bundled amount of my car and home insurance from my mortgage company on January 7th, 2021, for policy number RE: ***************. I called and wrote to First Insurance several times between the months of January 15th and March 28th requesting that a check in the amount of $1,189.00 be returned to ********** Mortgage, Mr. C******. First Insurance has cut a check two times to the wrong mortgage company despite my calls and emails giving the correct information. Most recently, First Insurance guaranteed that the check was cut and sent overnight on June 23rd to my correct mortgage company, but the mortgage company has still not received it. I called my insurance provided for assistance, Insurance Associates of Lahaina, and they followed up with First Insurance who let them know they had not sent out the check. I need help getting this issue solved.Business response
07/22/2021
First Insurance Company of Hawaii, Ltd. (“FICOH”) is in receipt of the customer’s complaint regarding a refund check to his mortgage company. FICOH originally issued payment to the customer’s previous lender in accordance with the information on file. Following a change in the customer’s mortgage company, FICOH issued a new check. However, there was a delay in processing the check due to missing information.
Upon receipt of the customer’s complaint, FICOH reached out to the customer and all parties were able to agree on a solution to resolve the problem. As such, this matter is resolved.Tell us why here...Customer response
07/22/2021
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,
******* ***********All Attachments Pertaining To Case Redacted By BBB***
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.