Homeowners Insurance
Homesite Group IncorporatedThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Homeowners Insurance.
Complaints
This profile includes complaints for Homesite Group Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 427 total complaints in the last 3 years.
- 171 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2023
Type:Service or Repair IssuesStatus: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.
On 03/02/2023 my home received hail damage and I filed a claim. After the adjuster reviewed the drone pictures ************************* determined that only my roof was damaged and nothing else. I contacted her and advised her that there was lots of other damage and she advised me to take photos of all other damage including 2nd story and send them to her to review. Im 70 yrs old and not able to access all damage. She also advised me that damage to my vinyl siding as well as holes in my deck post lights were cosmetic in her opinion and not covered. She also said my shop building which was damaged as well and is leaking water inside when it rains is not covered either because hail dents in the roof are cosmetic and are not covered either. I then spoke with ***************************** who is a supervisor and she agreed with ***************************** decision. She also told me that their cameras that they took the pictures of the damage with could see an ant crawling on the roof. Why didnt it see the holes in the lights as well as other damage? Ive never been treated so rudely on the phone as I was with their customer service reps. Ive yet to receive a copy of this policy to review rather than taking their word for this lack of coverage. Homesite is the biggest scam of a company by hiding their lack of coverage in the fine print.Business Response
Date: 04/11/2023
Please find attached the company's response to the above noted complaint. Thank you for the opportunity to respond.Initial Complaint
Date:03/26/2023
Type:Service or Repair IssuesStatus: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.
This is in regards to the claim #*********** that I filed with Homesite Insurance (home insurance division).Back on the 28th of December last year, I got an urgent call from one of my neighbors saying that my home was flooded with water from a broken water pipe and had incurred extensive damage. At the time, I was away from home, and I couldn't verify the extent of the damage, so I called Homesite Insurance (who I had a home insurance policy with at the time) to file a claim.A little after a month (on the 2nd of FEB 2023) the adjuster who was assigned to my case (*********************************) called me directly and told me that my coverage was denied because I haven't taken full winterization measure. After the call, I waited for the official statement from the Homesite Insurance company (in the mail) detailing their conclusion on their investigation and providing full justifications. But almost after two months of waiting, I haven't gotten the official statement in the mail (About a week and a half after my conversation with my adjuster, I called their customer service center to check on the status of the mail and was told to wait some more). I would like to get the official statement (written) from Homesite mailed to my address as soon as possible so I can take further legal action regarding this matter.Business Response
Date: 04/03/2023
Thank you for the opportunity to respondCustomer Answer
Date: 04/03/2023
[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 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:03/22/2023
Type:Service or Repair IssuesStatus: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.
Drainage system failed on Christmas causing water intrusion into our garage, we talked to Homesite, told them what happened, they left us hanging until MARCH. They finally send out an adjuster, then they tell us it's "ground water" and not covered. Couldn't tell us that back in December? We told them it was rain when we filed. Now I've got a serious mold issue because we were told we were going to be taken care of and were going to be able to hire a mold remediation company, but kept waiting and waiting to find out if we're covered or not. Had us digging moldy belongings out of the mess in the garage because they said they needed a list of it. Apparently that was a waste of my time as well. I tell them I want to speak to them about the issue, they send me back to the adjuster. Turns out guy didn't even work for them. I call Homesite back up, Person on the phone dances around my questions like his life depends on it, obviously they don't want anyone working for them giving me any information I could actually use. If they hadn't wasted my **** time I could have tried to take care of the mold myself before it got worse.Business Response
Date: 03/23/2023
Good Afternoon,
Homesite is unable to locate a policy or claim matching the information provided by the complainant. If the complainant is able to provide additional information, such as the exact named insured, policy number, and/or claim number, Homesite will be able to better identify the customer and can provide a complete response at that time.
Thank you.
Customer Answer
Date: 03/23/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Additional information beyond my address...
Claim# *************
Loss Date
12/24/2022
Claim reported by
***************
Notification method
homesiteWeb_Ext
Notification date
12/26/2022
Loss occurred at
***************************************
*********, ** **********
Preferred phone number
**************
Preferred email address
******************
Was there damage to someone elses property or was anyone injured
No
-----------*************** is my spouse. My preferred number is ************.
Regards,
*****
Business Response
Date: 03/30/2023
Please see the company's attached response. Thank you for the opportunity to respond.Initial Complaint
Date:03/22/2023
Type:Service or Repair IssuesStatus: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 homeowners insurance through Progressive home by homesite. On March 3, 2023, a storm that contained extremely high wind came through Central ********. Damage to my roof occurred due to this storm. An insurance claim was file same day for the damages. I have received notice that my Insurance policy is not eligible for renew due to the condition of roof. Progressive hired someone to conduct an inspection of the damages on March 15, 2023. As the days go by, progressive has mysteriously not heard anything about the inspection that they set up themselves. Beginning April 1, 2023, I will no longer be covered on this insurance policy, and I will have a hard time getting another insurance company to cover my property due to the negligence of progressive insurance company. *** made calls to the claims adjuster and have not been able to speak with them because theyre busy. I requested to speak to a supervisor and waited a long time then the representative said that no one would pick up the phone and she had no explanation as to why.Business Response
Date: 03/23/2023
Homesites records reflect that ********************;has also filed a duplicate complaint with the ******** Department of Insurance. Pursuant to Homesites internal complaint handling procedures, the complaint with the ******** Department of Insurance will take precedence over the insureds complaint filed with the Better Business Bureau and no further response on the matter will be provided to the Better Business Bureau at this time.Initial Complaint
Date:03/22/2023
Type:Service or Repair IssuesStatus: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
American Family Insurance is the parent company and the adjustor I have assigned to my case requires that I call them to speak to her.I also couldn't find homesite to file a complaint against them directly.
However if that is how they want to play this I definitely want my complaint forwarded to homesite as they suggested.
Its just redundant when we all know it's the same company and my Adjustor is through American Family Insurance.
Homesite is just going to forward it back to them.
Regards,
***************************Business Response
Date: 03/22/2023
Dear *************************:
Please see the attached response.
Sincerely,
*****************************, Consumer Affairs Advocate
Customer Answer
Date: 03/22/2023
My insurance has blatantly refused to provide me a proper settlement to even begin to start repairs on my home.I have homesite by progressive and have learned that they are a subsidiary of American Family insurance.Thus far my insurance has violated my rights in general, discriminated against a disabled Marine Veteran, violated HIPPA laws, and breached contract.As a 100 percent disabled Marine Veteran I need housing while I await repairs that have yet to even start on my home to begin.The damage took place on December 24th. For the first month I was bounced around several seedy hotels. Then I was point blank told that it was costing to much and my benefits were going to run out if I stayed there.**************** the company in charge of finding housing was then given permission to look for long term housing. Meanwhile it was advised that if I have a place to stay temporarily while they **** I should do so.I've been couch surfing and sleeping in my car since the beginning of February.It was only recently brought to my attention that my insurance had secretly reached back out to A.L.E. and had them stop searching for long term housing and never informed me.When confronted about the issue my insurance tried to say I could go home if it were such an issue.Water mitigation hasn't been done yet, the electricians still need to repair my breaker box, and I still have COPD among other injuries and conditions. My insurance hasn't even gotten their black mold test results back yet.I can only assume they are trying to force me back home to kill me.There is so much more but I'm running out of room to type. I was advised to try this before going to court as this would no longer be an option afterward.*********************** Large Loss Complex Claims Adjuster | Claims Homesite Insurance ********************** Cell Phone: ************ Claim number: ************* To clarify her email means American Family Insurance Company. AFICS.Business Response
Date: 03/30/2023
Good Morning, please find attached the company's response to this complaint. Thank you.Customer Answer
Date: 03/30/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I don't accept their response simply because I'm not allowed to respond to it.
Also I want it noted I had opened this complaint before the cease and desist order was in place. It was already in motion nothing I could do.
I hired a public adjuster last week the day he came to my home and found mold they issued a settlement with a combined total over $51,000.
My original settlement that I had been fighting for months was $1,800.
This prompted my newly hired public adjuster to promptly call me and dissolve our contract as there was nothing he could do.
This new settlement was sent to me by EFT for $16,250 of it. I got that.
They sent $35,193.33 by paper check to my public adjuster who is no longer affiliated with my claim.
Then the very next day slapped me with a cease and desist order.
I have no representation and no way to communicate with them and my funds to start home repairs are somewhere in limbo being sent to a man unaffiliated with my claim, who will send them God knows where, cause I'm not at home and can't be until the repairs are done.
I'm sure we can all understand my concerns with a $35,193.33 check being sent to an untended mailbox.
I would have addressed this with my insurance days ago but they flat refused to reply then when they did reminded me I'm not supposed to talk to them.
I'm just kinda curious about part of her message though. Why is someone coming to inspect my gutters and roof needing safe access into the home?
How am I supposed to provide anyone there anything when I've been unable to go home since December 24 2022?
So I haven't been talking and they have no idea no one's contacted me about that wind storm claim and the check for my home repairs is being sent to a man who dropped me as a client within minutes of seeing their new offer. Told me he didn't know what he could do with you all having responded so quickly to my hiring him and him finding the mold.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 04/05/2023
Thank you for the opportunity to respondInitial Complaint
Date:03/21/2023
Type:Service or Repair IssuesStatus: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.
In June of 2022, I initiated a claim with Homesite Insurance for hail damage to my roof. Regrettably, Adjuster #1 exhibited a lack of accountability and poor communication skills. Despite having been informed that a check was due to be dispatched, we did not receive it. Moreover, the sum proposed for the entire roof replacement was grossly inadequate. Nevertheless, we endeavored to identify contractors that were in line with the replacement valuation. Ultimately, we chose TruGuard, a highly rated contractor, whose estimate was **** times more than the original appraisal by Homesite, yet in-line with current up-to-date codes. However, Adjuster #1 failed to respond to our inquiries. We were subsequently assigned Adjuster #2, who, unfortunately, did not make contact. However, Adjuster #3 reached out to request a detailed and itemized replacement cost estimate from the contractor. The contractor provided the requested information, which Adjuster #3 then claimed we had already received a check for from Adjuster #1. However, this was not the case, and upon our insistence, a new check was sent. Unfortunately, Adjuster #3 ceased communication until Adjuster #4 took over the claim. Adjuster #4 has since provided more attentive and present service. However, Homesite asserted that our submitted documentation was not precisely what they were looking for, and we subsequently provided additional itemized documentation to address the differences between their appraisal and the contractor's cost. In a recent email, Adjuster #4 stated that the cost was too high, and Homesite had overpaid for the roof's cost. When we spoke on the phone to discuss this email, Adjuster #4 suggested that the claim process had been going on too long and that we needed to decide quickly whether to accept the contractor. We politely reminded Adjuster #4 that the delay lay squarely on Homesite's shoulders, owing to their inability to assign the correct employees to this claim and a lack of follow-through.Business Response
Date: 03/28/2023
Please find attached Homesite's response. Thank you for the opportunity to respond.Initial Complaint
Date:03/20/2023
Type:Product IssuesStatus: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 Homesite to insure new home purchased at the end of 2022. In January of 2022, I was informed that I would be cancelled in 30 days unless a few missing shingles were not fixed; the roof had 2nd layer and was not leaking due to this minor deficiency.Due to it being winter, it took 3 weeks to finally get a roofer up there safely. Upon submitting proof of repair per exact instructions (no zoomed in pictures), I was informed they had up to 10 days to respond (pushing me beyond the 30 day window). Their late response was that "pictures were not zoomed in and you are now cancelled until proof is submitted". This proof was also difficult to provide as it is still winter and still snowing, and still a 10 day response delay by Homesites. I finally was able to provide proof after a stressful period of not being insured.The result: I was uninsured for a period of time, and would be financially ruined if a loss had occured. This period of time was not caused by any delay by me. Proof was submitted per instructions within the allotted time. All delays were the multiple unreasonably long 10 day response time by Homesite, and the unreasonable request to risk a roofers life fixing a water-tight roof in the middle of winter. Unfortunately Homesite refuses to refund me for this period of time when they claim I was uninsured by them, stating that "coverage is retroactive and it will 'appear' as if I never lost coverage".This is not acceptable. I was told my insurance was cancelled between 2-26-23 and 3-14-23, and I expect a refund for this period of time that they claimed to incur no liability.Business Response
Date: 03/30/2023
Good Morning. Attached please find Homesite's response to your File No. ********Initial Complaint
Date:03/20/2023
Type:Service or Repair IssuesStatus: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'm not sure if I'm filing the right place or not for this but my complaint is against Progressive Home powered by Homesite. My date of loss was 08/06/2022 and the claim was filed on 08/31/2022. I had an issue where the A/C unit drain pipe got clogged up and water backed up in the attic, which damaged the ceiling on the second floor, carpet and floors in my daughters room, the entire bathroom downstairs. Servepo was called out to dry out the floors and walls. They discovered mold in the ceiling upstairs and in my daughters carpet and hallway. They took out the ceiling and part of her wall, the carpet in her room closet and in her room, the hallway, and the entire bathroom was gutted including the floors. I called my insurance company to file a claim to get my home repaired. I was asked to get a quote which I did. I went to Georgia Floors Direct first, who quote almost $20,,000 just for the floors alone, I then received a quote from a contractor for $32,600 to do the entire job. The adjuster sent me a payment for $4334. I emailed her and she told me how did they come up with there cost? I was upset at this moment and respondent back and she didn't respond back anymore. After calling for weeks, I was giving a new adjuster who assured me she would get this taken care of. She sent another field adjuster out to see if the flooring was one floor. He came out and said yes they would have to replace the entire floors. Then she sent out another contractor to do a comparison quote. He never sent in his estimate. So I was asked to send in another quote which I did and the quote was $33,700. The adjuster still refused to pay that amount and sent me a payment for a little over $8500. I'm a disabled veteran and I've been living in hazardous conditions for over 7 months now. I can't use my bathroom downstairs. My stress level has gone through the roof and I just want to get my home repaired. I've been giving the runaround since September and I'm tired and I'm about to lose it.Business Response
Date: 03/27/2023
Thank you for the opportunity to respondInitial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus: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 home was damaged on the Christmas holidays.A water line broke.Water ran for several days before a neighbor called the water company.They contacted me & shut the water off.When I returned home, I tried to contact my insurance, it took 2 days before I spoke to someone.My home isnt livable. I have 3 kids & a dog. I had no place to stay.Lucky my ex wife has her own place. I finally was set in a hotel.My a/c heat was working when I left for vacation. Its not working now.My adjuster received 3estimates for replacement.He also has the cause of the a/c not working.The inspector that came the first time didnt inspect my a/c at all. I asked if she could, she said no.The inspector took pictures of my vents (duct work)that were damaged.When I received my estimate,the a/c wasnt on there, nor the duct work.The estimate also states that my walls were disappreciated ( loss value).Everything has gone up in price. I have pictures of my floors, that were damaged.They gave me a price of a cheap floor. In the kitchen they took the wrong measurements of the floor. Ive been in a hotel for 2months.My a/c hasnt been replaced, I havent received anything for my personal belongings. I tried contacting them & all I get is the run around.Business Response
Date: 03/15/2023
Please see the attached response.
Thank you,
Customer Answer
Date: 03/15/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,German
Initial Complaint
Date:03/11/2023
Type:Billing IssuesStatus: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.
Just got an alert (notice) from my bank I was charged 22 $. Wow.. I'm not a client.I just got a new bank account and debit card..so..How did you get my **** card # and authorization to charge me? Hmmm.. I'll bank Monday since it's the weekend. Ya all have a good evening.Business Response
Date: 03/21/2023
Good Morning. Attached please find Homesite's response to your file No. 19585623. Thank you
Homesite Group Incorporated is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.