Complaints

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

close

Find a Location

Homesite Group Incorporated has 8 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

• 

  Homesite Group Incorporated

  290 Congress St Ste 400 Boston, MA 02210-1033

• 

  Homesite Group Incorporated

  PO Box 9503 Fredericksburg, VA 22403-9503

• 

  Homesite Home Insurance

  PO Box 5300 Binghamton, NY 13902

• 

  Homesite Insurance

  213 Franklin Rd Woodstock, GA 30188

• 

  Unitrin Specialty Lines Insurance

  4263 Commercial St SE Ste 400 Salem, OR 97302

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:07/21/2025

  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.

  5/28/25 contacted company for home owners insurance. 5/30/25 paid $287.25 toward yearly premium toward home owners insurance and agreed to pay an additional 9 payments monthly of $96 each.The insurance company Homesite sent notification of insurance coverage to my lien holder, Pennymac with an amount owed. Pennymac paid the entire yearly premium of $1149.00 out of an escrow account. The escrow account was supposed to be closed as per my petition as of 5/28/25.Therefore, the insurance company received double payment, and in so doing, broke the agreement we had previously made of doing monthly payments. When I learned what had been done, I contacted the Homesite company by phone on Monday, June 2 and explained the situation. I was told that I would have to wait to see what could be done. The ***resentative told me that the full payment amount could not be refunded. Later, the *** said the $287.25 could be refunded but it would take up to six weeks to ********** all of this, there was very limited paper work. No spreadsheet showing payments, no official agreement for doing monthly payments, no written policy in detail. Only a brief summary sheet showing coverages and cost. I waited until Wednesday, June 18 to call again. I was given the same run-around, told my refund would be expedited, but it would still be up to 20 business days to process. Called again on Wednesday, July 2. Same run-around, told my refund had been issued on 6/18/25 but it would take up to 20 business days to process. That would mean July 17 or sooner, I was told. It is now Monday, July 21 and the check has not come. Is this not fraudulent business dealings? Can this be litigated and make this company owe up to the stress and trouble they have caused me? Are they a legitimate company?

  Business Response

  Date: 07/28/2025

  Hello, 

  Please see the attached response for ****** ****.

  Thank you

  Customer Answer

  Date: 07/28/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:07/15/2025

  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.

  After the heavy rainfall yesterday, July 15th, the walls of our inground pool collapsed due to the extreme water pressure and ground saturation. We promptly filed an insurance claim with Homesite, expecting support during a clearly weather-related emergency. Shockingly, theyve denied the claim outright, stating its not covereddespite this being a significant structural loss directly tied to a severe weather event.We feel completely abandoned in a time of need and are now left with an expensive and dangerous mess in our backyard, with no resolution in sight. We believe this denial is unfair and not in line with the spirit of homeowner protection.

  Business Response

  Date: 07/15/2025

  Please see attached

  Customer Answer

  Date: 07/15/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.   I accept the response pending their review. I reserve the right to escalate further if the final decision is unsatisfactory.
  
  
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:07/07/2025

  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 tried to change my policy to homesite starting 1 Oct 2024. Did all the paperwork to move from Farmers Insurance to Homesite Insurance. I submitted the change only to receive an email 30 days after moving the contract to be told my policy was cancelled because, it is my responsibility to move the policies between the companies. Then I was billed $900 for work that was never conducted. Policy never moved and work never accomplished. I now have a 900 debt on my credit and my policy rate on my house has doubled. I want this resolved as it was the responsibility of Homesite to accomplish the movement of policies, and yet Im left to pay for someone who did not complete the job. to be told that it was my responsibility to move the policy and then was charged 900 by homesite for coverage I never had.

  Business Response

  Date: 07/09/2025

  Response attached. 

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased mobile home homeowners insurance through Progressive, who used Homesite. I paid $1500 for a year of coverage on June 1, 2025. On July 1, our new home was supposed to be delivered, but the house could not be funded because the insurance did not cover mobile homes. I spoke with multiple agents at Progressive and Homesite until they finally realized that they do not provide mobile home insurance in *****, even though that was what I specifically bought. They knew this insurance was for a mobile home; I have documentation where they had added the *** number of the mobile home. We had already sold our other house. This situation has left us HOMELESS in 100 degree Texas weather. I have called multiple times for a refund to be expedited. I need that money back to buy insurance so the mortgage company can fund the house and it can be delivered. They should not have sold and collected money for something that they cant provide, and then be slow about the refund process so that they can get an extra 10 days of interest off of my money. All I have heard from the is company is cant.

  Business Response

  Date: 07/09/2025

  Hello, 

  Please see the attached response for the complaint filed by ******* ********.

  Thank you

• Initial Complaint

  Date:06/30/2025

  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 had a sewer failure at my home in december and i called progressive insurance to see if they covered the repair. they told me no the repaid was not covered and the agent asked if i had any water damage. i told her a little on my rug but i was not worried about that, i call just to see if they would pay to have the sewer repaired. i did not file a claim at that time. the sewer backedup again in june and i had water damage this time. i told the agent i wanted to file a claim. she said i filed a claim in december so i could file another one and because i didnt have the sewer repaired in december that i could not file a claim this time for the water backup, i did not have it repaired in december because it was cleaned out and working fine.

  Business Response

  Date: 07/07/2025

  Privacy response

• Initial Complaint

  Date:06/26/2025

  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.

  Homesite repeatedly mishandling both claims:kitchen/dining reported 3/15/23&masterbath reported 1/17/25. Ongoing&increasing frustration has strained finances&health issues. Ins repeatedly changed adjusters throughout life of claim w/out notice/explanation. Constant reassignment a deliberate tactic to prolong process obscure accountability&create confusion for everyone involved. New adjuster is introduced claim loses momentum&must be restarted increasing both delay&distress. Ins incorrectly named old adjuster as handler but reassigned one 3wks prior. Approx 17adjusters since start of claim. Continued errors caused unnecessary delays confusion&hardship. Ins telling CRS TempHousing moveout dates nearly every month added instability&confusion. Frequent&inconsistent moveout deadlines ongoing stress&increased monthly rent $500. Obscure charges from *** paid from ALE w/out my acknowledgement/awareness. Funds depleted prematurely from mismanagement&misuse leaving us homeless while our home in disarray&despair. Homesite prematurely closed claim regarding masterbath. Alert ************************ reached out multiple times for both claims w/no response back. Theyre the representing&construction *** Started 3/15/23 me my daughter&fur babies had no kitchen/drinkable water until I wrote to **** of Ins&BBB in 2024. During time my arthritis in lowerback&shoulders from military service worsened significantly due to strain washing dishes in bathtub. Family was moved out ********** assigned contractor until Jan2025. Homesite scheduled moveout from rental Feb 5. Monthly threats&reminders to vacate rental when home wasnt finished continued immense stress&anxiety. Homesite delayed major structural issue places home in critical condition cracking of main beam by H2Odamage report by ***** ***** RDH Engineering. Insurance not acknowledging appearance of collapse same side as H2Odamage. Dont know if they treat clients of single mother disabled veterans this waybut its appalling&shameful

  Business Response

  Date: 07/07/2025

  Response 

• Initial Complaint

  Date:06/26/2025

  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.

  Complaint Type: Customer Service Issue ********************: Progressive Insurance Policy #: ******** Consumer: ****** ***** Contact: ******************** | ************ Complaint:Im filing this complaint due to poor treatment I received while trying to get basic policy information from Progressive Insurance on behalf of my 81-year-old mother, who has early-stage Parkinsons. I manage her homeowners insurance policy (#********) and access it through Progressives website.On a recent call, I was disconnected mid-conversation by an agent named *******. When I called back, another agent, Degario, refuseddespite my asking five timesto transfer me to a manager. Both agents spoke over me and were dismissive, even after I explained that I was calling to assist my elderly mother.I was not asking for account changes or access to private information. My questions were general in naturefor example, whether other structures coverage can be removed if theres no detached garage, and whether reducing loss of use coverage would lower the premium. These are standard, hypothetical questions that any agent should be able to answer.Instead of support, I was met with rudeness and obstruction. I am requesting that Progressive address this issue and ensure that I can continue managing my mothers policy with respect and proper assistance.If unresolved, I will consider further action to ensure this complaint is addressed.Desired Outcome:A formal apology and follow-up from a manager, and assurance that I can obtain general policy information without being treated disrespectfully in the future.

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond. 

  Customer Answer

  Date: 07/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Their reply fails to address the core issues I raised in my initial complaint.

  
  First, my inquiry did not involve making account changes or accessing private information. I was asking two general, policy-related questions that any agent should be able to answer without requiring the policyholdermy elderly motherto be on the call. The questions were:

  
  1 - If a policyholder doesnt have a detached garage or other stand-alone structures, is other structures coverage necessaryor can it be removed?
  2- Can a policyholder reduce loss of use coverage in order to lower their premium?

  
  These are standard questions and do not involve any sensitive information or require account access. *********************** refusal to answer them is unreasonable and was not addressed in their response.

  
  Second, I should not have to ask five times just to speak with a manager. That should be standard customer service protocolespecially when my questions are not being answered. Homesites response also fails to explain why I was disconnected by another agent. This lack of accountability and poor handling of a basic request is unacceptable.

  
  Again, I am requesting direct answers to the two questions above and a response from a supervisor that addresses the handling of my call.

  ****** *****

   

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond. 

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  I am rejecting Homesites response to my BBB complaint. Its unacceptable that I had to file with the BBB just to get answers to basic insurance questionssomething any customer-focused ********************** should handle easily.
  Homesites claim that it did not have time to address my inquiry is outlandish and suggests a lack of seriousness about customer acquisition. I cant imagine your CEO would support this approach to consumer engagement.

  My elderly mother has already chosen Homesite for her home insurance, but based on my experience, I would not recommend your company. This entire process was avoidable had my initial questions been answered promptly.

  Now that I have the information I needed, I will assist my mother in modifying her policy. We will call together. Is there an escalation department familiar with BBB complaints so we dont have to deal with frontline staff who claim they 'dont have time' for basic questions?

  Please update the complaint record accordingly.

  ****** *****

   

• Initial Complaint

  Date:06/24/2025

  Type:Order 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 filed a claim for sewage damage in my basement. The claims agent, ******* ******, issued a payment based for constructionon her own estimate before receiving the actual contractor invoice. I submitted the invoice within days, and she received updates during the construction process. She informed me that any amount exceeding her estimate would be disbursed to me and the mortgage company after work was ********************** is now complete, and Im still short $356.89. Ive attempted to contact her supervisor, **** *****, with no response and only replies from ******* on her behalf. I cannot afford to cover the remaining balance out of pocket. Im requesting that the final portion of funds be released as promised so I can resolve this matter and move forward.

  Business Response

  Date: 06/25/2025

  Privacy response.

  Customer Answer

  Date: 06/26/2025

  [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.]
  

   

  Dear Homesite:

  Thanks a bunch for getting back to me so fast! I really appreciate you sharing the departments contact info. I hope this issue can be resolved before the deadline on the document.

  Better Business Bureau:
  

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/24/2025

  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.

  A claim was filed with Homesite Home Insurance who sent out **** ***** Mitigation company, one year later the mold has returned. Homesite has stated "In review of the prior photos this area was mitigated and no further damage was noted. You may have an issue with condensation or humidty that is causing the damage further. Per the reports the mitigation was done appropriately and this damage was not present and is considered new damage. Have you had a plumber or someone inspect to see how it is happening. Also I placed a call to **** ***** whos is reviewing. There would be no coverage but likely a new loss if you wish to set up but that damage could likely be removed by cleaning. If there is anything further I will advise you at that time." The mold is in the exact same spot that was supposed to have been treated, a spot that **** ***** did not remove the tiles and instead said they treated with a cleaner. Clearly the mold is from the original incident. Homesite is not honoring their responsibility to complete this claim and ensure the incident is dealt with.

  Business Response

  Date: 06/25/2025

  Privacy response

• Initial Complaint

  Date:06/23/2025

  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.

  *********** will not allow us a customer and consumer to cancel policy ******** that we no longer need. You cannot cancel the renewal online, phone service, which is required, subjects the customer to exceedingly long wait times to frustrate and wear down the consumer hence a fraudulent process meant to harm the customer. After attempting to cancel the policy online and over the phone, I am filing this BBB complain and my next steps would be to file a complaint in small claims court or an outright civil suit for damages as the company acts in bad faith toward its customers. If you want proof notice that cancellation of a policy is number 44 on the help list which is to say it is the last item on the help list and only after you are subjected to every other help topic. Furthermore, after asking for supervisory assistance I was place on another twenty minute hold before the call was disconnected. Subjecting customers to unreasonably lone phone wait times in addition to the call being disconnected and then having to start over is a form of consumer and customer fraud. We are only seeking to cancel a product we no longer need.

  Business Response

  Date: 06/26/2025

  Response attached.