Complaints

This profile includes complaints for AmTrust Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AmTrust Financial Services, Inc.

  59 Maiden Ln Fl 6 New York, NY 10038-4646

• 

  Tower Insurance

  PO Box 3355 Jersey City, NJ 07303

• 

  AmTrust Financial Group

  5301 Blue Lagoon Dr STE 400 Miami, FL 33126

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:06/26/2025

  Type:Customer Service 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 have been contacting ********* regarding a Worker's Compensation policy I have been trying to cancel for over a year. Supposedly the plan is canceled, but I am still being charged for an Audit for 2 years, 2023 and 2024. I have been trying to cancel this policy since 2024. I am attaching an email as proof. I tried to call and get clarity about the audit charges but can never get anyone on the phone. I finally got someone today at the AmTrust Group who is supposed to handle the policy and they said the charges could have to do with payroll reporting but I was never asked to provide documentation to base this audit charges off of. I am a sole proprietorship and do not ever have payroll.

  Business Response

  Date: 07/10/2025

  Hello,
  As required by law, an audit must be completed at the end of each policy term to determine the final premium or any refund due. Please see the details below for your policies:
  Policy **********
  This policy was cancelled for non-payment effective 6/26/2024. Since it was active for less than 45 days, a prorated audit was conducted, resulting in a balance due of $39.00.
  If you would like a copy of the audit paperwork, please contact our customer service team at ************, and a representative will be happy to email it to you.
  Alternatively, if you prefer to complete a full audit instead of the prorated one, you may submit a request to ***************************************************************************************************.
  Policy **********
  An audit was not completed for this policy term, which led to a non-compliance fee being applied. Once the audit is completed, this fee will be removed and replaced with the actual balance or refund based on the audit results.

  Additionally, if the cancellation date/reason is incorrect, please reach out to your agent to correct the cancellation.

  Customer Answer

  Date: 07/22/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 am filing this complaint regarding improper billing and miscommunication by both AmTrust Financial My commercial property insurance policy with AmTrust Financial expired on 12/7/2024. On 12/8/2024, I switched coverage to Farmers Insurance, and my property has been fully insured by Farmers since that date.However, ********** Insurance, specifically my agent *******, failed to inform AmTrust that I was not renewing the policy. As a result, AmTrust continued billing me from 12/8/2024 to 1/20/2025, despite the fact that I provided AmTrust directly with written proof of coverage from Farmers beginning on 12/8/********, AmTrust has wrongfully sent me to collections, trying to collect payment for an overlapping policy period where I already had active insurance with another company. ********** Insurance has offered no assistance in resolving this issue, even though they were fully aware I was switching providers and chose not to assist or properly communicate this to AmTrust.This has caused undue stress, risk to my credit, and wasted time. I am requesting:Immediate removal of any collection actions or negative reporting tied to this erroneous billing period.Written confirmation from AmTrust that my policy ended on 12/7/2024 and that no further payment is due.Accountability from ********** Insurance for their lack of professional communication and negligence in handling my transition.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by AmTrust Financial Services, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 being injured at work, Amtrust was the company they assigned to me to handle my workers comp claim, it took them two months to secure my appointment for my neurological issue, not knowing if I was seriously injured or not. After waiting those two months, I was then asked to secure my own appointment, which was very weird. I was also not compensated for this time out of work until somebody from my HR team reached out and told them they should be compensating me. They have repeatedly harassed me at this point after completing all of my appointments. I believe that this company is doing everything in their power to withhold payments from injury victims. they are also putting you through appointments that are not needed so they can make a buck.

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business name: ********* Insurance made unauthorized withdrawal from my business account.I did file a claim via *** but no result.

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by AmTrust Financial Services, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ********* *********
  

  Business Response

  Date: 07/11/2025

  Hello,

  
  After reviewing your account, I found the following details regarding recent charges:
  Policy ****************

  A payment of $283.00 was made via electronic check, either through our online portal or automated phone system, by an external user. The policy was cancelled at the insureds request on January 2, 2025, with an effective cancellation date of December 7, 2024. This was a flat cancellation, and the full amount of $283.00 was refunded via mailed check on January 14, 2025.

  Policy ****************

  
  An audit on this policy resulted in an additional premium of $46.00, which was paid via electronic check on December 20, 2024, either online or through our automated phone payment system by an external user.
  

  Please note: *********** Compensation policies automatically renew each year unless we receive a formal request to cancel or non-renew the policy.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not authorize any withdrawal from my account. Please refund funds that was illegally withdrawn from my business account 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *********
  
  
  
  
   
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought fridge from Lowes. it was delivered 7/8/23. Delivery incorrectly installed water line which slowly leaked. Leak discovered 2/4/24. Damage to kitchen walls, cabinets, living room ************** Filed claim with ************* filed with delivery co. Insurance, AmTrust Financial (AMF). Per ********* is responsible for damages. Its been over 1 year since claimed filed and still no resolution.First contact with AmTrust was May/2024. No response to any vm messages. Next contact with *** was Aug/2024 with new ********. Called & left several vms with no response between Aug/2024 to Jan 2025. I had called to inform that house insurance not being renewed. *** contacted me but no action of any kind taken between ************** 25. Called AMF adjuster Mgr to reassign claim. Claim now assigned to 3rd Adj. ******** now does not want to approve total costs to replace damages to kitchen or living room. Insurance sent inspector in Oct/2024. His assessment of damages are extremely low. Contractor listed $52K+ and AMF lists damages $18+K minus $6K that my insurance paid me and this sum does not cover any mold remediation. Ive been waiting a year for them to approve only $12K. I am experiencing symptoms that are probably related to the mold. I need for the claim to be resolved soon before I am left with long-term residuals from breathing the mold for such a long time. Thank you for your assistance.

• Initial Complaint

  Date:03/20/2025

  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.

  This company refuses to address matters at hand. I have reached out to them and they dont wish to respond. I would like to get this resolved with this company immediately. They dont call or email back. So Im involving this route to try and get responses in a timely fashion.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by AmTrust Financial Services, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

  Business Response

  Date: 07/10/2025

  We are committed to resolving this matter. Please contact our customer service team at ************ so we can assist you further.

• Initial Complaint

  Date:03/16/2025

  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.

  In January of 2024, I received notice that I would no longer have a ********* comp insurance policy if I did not comply with an audit. The process was confusing and I found another company that was easier to work with as they could utilize quickbooks to obtain the information needed for the policy. The company continued to send me bills and call stating that I owed $2150 for the policy. On February 12, 2024 I received a call from ******** who worked for an attorney and said that I owed $2150. I informed her that I had not completed an audit and was told I was not insured for this reason. She told me that it was for the previous year and that I was correct that I did owe the money for the difference in the policy in 2022/2023 because the audit is to net out the previous policy. After much dismay I paid the $2150, only to get another bill for the year 2023/2024. I called the company to advise that I could not have a new policy because they informed me I could not because I didn't complete the audit. The ** told me I had to complete another audit and that I still owed this money. He also told me that I have another policy for 2024/2025. I informed him that I could not because I did not complete the audit and I do not want the policy. I called the broker(cover wallet) that originally started the policy. These policies were not in my account(attaching screenshot) and they forwarded me to a new broker, Specialty Program Group, LLC. I called this broker and she said I did not have a 2024/2025 policy and that she would call about the 2023/2024 as well. I called her back and she still had not called me back. I emailed AMTRUST to ensure the policy is cancelled and that I do not owe the money as they informed me I could not have a policy without completing the audit. They won't help me. I don't know what to do.

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by AmTrust Financial Services, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ********* ****
  

  Business Response

  Date: 07/10/2025

  Hello,
  As mandated by law, an audit must be completed at the end of each policy term to determine the final premium owed. this can result in additional premium owed or a refund. Below is a summary of your policies:
  Policy ********** ******
  This policy was cancelled for non-payment effective 11/12/2024. Since it was active for less than 45 days, a prorated audit was conducted, resulting in a balance due of $134.00.
  If you would like a copy of the audit paperwork, please contact our customer service team at ###-###-####, and a representative will be happy to assist you.
  Should you prefer to complete a full audit instead of the prorated one, you may submit a request to ************************
  Policy ********** ******
  An audit was not completed for this policy term, which resulted in a non-compliance fee being applied. Once the audit is completed, this fee will be removed and replaced with the actual balance or refund based on the audit results. You can email ****************************** to place collections on hold while you comply with the audit.
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  AMTRUST is attempting to change the pricing after the fact when no payments have been missed, no claims have been made, and have already received almost $8000 in payment over the year. They are attempting to say I owe an additional $8800 without explanation or accounting of how they came to this number and are sending lawyers to extort me and my business when I upheld my end of the agreement. This is beyond unethical and have never heard of such practice in any other type of business. I have since severed all business with AmTrust My resolution would be for them to acknowledge they were paid for their services already per our agreement and drop all attempts to collect on a debt they are unable to justify.

  Business Response

  Date: 07/10/2025

  Hello,
  In accordance with legal requirements, an audit must be completed at the end of each policy term. This process determines the actual premium owed and may result in either an additional premium or a refund.
  Upon reviewing your policy, I found the following:
  A balance of $8,855.00 has been applied as a non-compliance fee due to the audit not being completed as requested. This fee will be waived once the audit is completed.
  If you would like to place the account on hold while you complete the audit, you may send a request to **********************************************************************************************************.
  For any questions or further assistance, please dont hesitate to contact our customer service team at ************.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Subject: URGENT: Request for Immediate Cancellation of Policy #******** Dear AmTrust *************,I am writing to formally express my extreme frustration with the handling of my requests to cancel policy #********. Despite multiple phone calls and emails since March 2024, I have received no response or resolution.This business has been closed since March 2024, and I have been trying to cancel this policy for months. However, your company has made the cancellation process unnecessarily difficult and time-consuming. I have been placed on hold for outrageous amounts of time, repeatedly transferred without resolution, and left to navigate what feels like a deliberately convoluted system.This lack of responsiveness and transparency is unacceptable. Your continued billing is inappropriate, given that I have repeatedly informed you of the business closure. The invoice I recently received (Invoice #********) for $449.37 due on January 19, 2025, is yet another example of this ongoing issue.I demand that this policy be canceled immediately, retroactive to March 2024, and that all future billing stop. Additionally, I request written confirmation of the cancellation within five business days of receiving this email. Failure to address this promptly will leave me with no choice but to escalate the matter through regulatory authorities or pursue legal action.I expect immediate attention to this matter.Sincerely,**** **** Policyholder, Policy #******** ************************************************* Phone: ************

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Amtrust is my current provider for Home insurance between 2022 - 2025 the company continually increased my annual insurance premiums. In recent years, we have been seeing a 20%+ year over year annual increases. 2022 ~ $4000;2023 ~ $4800 (20% increase);2024 ~ $6400 (25% increase);2025 ~ $7950 (25% increase);Please note: we have no claims on my account since inception. Every year when we inquired with insurance/ insurance brokers they tell us its due to inflation / limited number of companies in this space. This is a prime example of price gauging!