Complaints

This profile includes complaints for American Modern Property and Casualty Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Modern Property and Casualty Insurance Company

  7000 Midland Blvd Amelia, OH 45102-2608

  
• 

  American Modern Property and Casualty Insurance Company

  PO Box 1256 Cincinnati, OH 45201-1256

  
• 

  American Modern Property and Casualty Insurance Company

  PO Box 688 Amelia, OH 45102-0688

  
• 

  American Modern Property and Casualty Insurance Company

  PO Box 5323 Cincinnati, OH 45201-5323

  
• 

  American Western Home Insurance Company

  600 Bank of Oklahoma Plaza 201 Robert S Kerr Ave Oklahoma City, OK 73102

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:05/14/2025

  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 have been with american modern insurance since before 2012 or longer they stopped insuring me and I need non renewal letter I called to get it they don't have my date of birth ssn or phone number ridiculous

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th St , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ******* ******* ***
  Insured: ******* ******* ***
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the above inquiry received in our office on May 15, 2025. American
  Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
  to respond to the Better Business Bureau regarding the complaint filed by ******* ******* ***.
  
  The above referenced coverage was issued effective May 9, 2005. On December 27, 2024, a notice of
  nonrenewal was issued to the policyholder. This policy was nonrenewed because the Manufactured
  Home Program is no longer available in Florida, we are discontinuing this program. As such, we are
  unable to continue coverage for this property. An additional copy of the December 27, 2024 notice
  has been mailed to the policyholder.
  
  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager

• Initial Complaint

  Date:05/05/2025

  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.

  Bad thunderstorms came through my state causing severe rain and wind damage. Four days of rain cause my crawlspace to flood at about 3 feet high. I also had roof damage that caused my 2nd bathroom roof to leak and it is caving in about to break. My shed was also ruined underneath. The amount of flooding that caused my home damage is very expensive. I live in a manufactored double wide home and the floor joices and crawlspaces are in terrible condition right now after the storms we had. American Modern sent in Nick torres to look at my home. It took a while to get anyone to come out and he scheduled coming out on Easter of 4/20/2025 and never came and I had to continue to miss work due to his scheduling negligence. He arrived and barely look at my home and the damage. He wrote down notes about the bathroom ceiling and talked about how he was not going to go into my crawlspace and laughed about it. I just bought this home and I am a single mother to a 2 and 5 year old little girl who have been very sick in this home with respiratory illnesses constantly. He told me he was worried about my crawl space and that it needs to be looked at. He was supposed to look at it he was part of my insurance company. It took 2 weeks to get my report back and he only mentioned the bathroom. He never mentioned the crawlspace damage and how dangerous it could be. I had to figure out how to put my own sump pump in under my home and almost injured myself. He also never mentioned my shed that took on water damage as well. It is about to collapse. My children continue to get sick. I called to talk to a supervisor and they told me to call Mark C*****. I left a voicemail and no one has returned my call or emails. I am very irate because I pay for home insurance and no one from American Modern is helping my family make sure my house has the protection and safeguards that it needs. I need my crawlspace fixed properly as well as everything underneath that is collapsing and all of the mold.

  

  Business Response

  Date: 05/09/2025

  May 9, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ***** ******
  Insured: ***** ******
  Date of Loss: April 5, 2025
  Claim Number: ********
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear ***** ********:
  
  I am writing in reference to the above claim and inquiry received in our office on May 5, 2025.
  American Modern Property and Casualty Insurance Company (the “Company”) appreciates the
  opportunity to respond to the Better Business Bureau regarding the complaint filed by ***** ******.
  
  The Company received notification of the above claim on April 8, 2025 with a reported date of loss
  of April 5, 2025. The adjuster spoke with the insured on April 8 and assigned the claim to a field
  adjuster to inspect the damages. The inspection did not reveal a storm-related opening which
  would then allow water to leak into the home. Additional review found that flooding and rising
  waters also caused damage to the home. As neither peril is covered by the policy, the claim has been
  denied. A denial letter was drafted and mailed to the insured. A claim supervisor spoke with the
  insured on May 7 to explain the claim and the denial.
  
  I trust that our response will satisfy your inquiry. Should you require additional information or
  wish to discuss further, please contact me via email at ******************* .
  
  Sincerely,
  
  Michelle P****
  Regulatory Compliance Project Manager
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  I cannot get the online site to register my account. I thought I had it and entered my email, it never asked me for one and now it will not recognize the email I entered as my ID and will not let me enter a password to get to my policy.

  

  Business Response

  Date: 05/06/2025

  
  May 6, 2025
  
  
  Submitted electronically to BBB Complaint Management System
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ***** ****
  Insured: *** ** **********
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the above inquiry received in our office on April 29, 2025. American
  Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
  to respond to the Better Business Bureau regarding the complaint filed by ***** ****.
  
  On May 1, 2025, our Customer Service Department assisted *** **** by deactivating his existing
  online account in order for a new account to be set up. *** ****** has since advised he was
  successfully able to create a new account and log in.
  

  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager

  Customer Answer

  Date: 05/06/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:03/03/2025

  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.

  I took out a mortgage loan to pay my father's divorce settlement so he could live in his home again after being kicked out by his ex wife. With the mortgage payment, property taxes and insurance were included in the payment. Due to a communication issue, my mortgage provider and the insurance company apparently did not communicate with one another. When the insurance company tried to use my bank account to submit their yearly premium charge, I didn't have the funds on hand. I thought the mortgage company was receiving the billing. My insurance agent, David H******, was the agent who coordinated my coverage. I received a cancellation notice this morning, 03/03/2025, from American Modern Property and Casualty Insurance Company who contracted with *********** Underwriters Inc. When *** ******* told me I needed to get insurance coverage from another company and would NOT accept responsibility for the lack of communication between the American Modern and the mortgage company, ******* ***** Deed Servicing Co. Inc, he hung up on me after I told him I was filing complaints to the BBB and NAIC. I made my mortgage payments every month on time while having one glitch due to the timing of a payment and when my Social Security check cleared. I took a cashiers check into ******* ***** Deed immediately to rectify that event.
  
  I did nothing wrong yet am being cancelled by the only company who provides insurance coverage for mobile homes in the country. *** ******* is well aware of this fact yet told me to "beat the bushes fast" to get coverage which he knows does NOT exist.
  
  My complaint here is directed to the following:
  American Modern Property and Casualty Insurance Company (policy # ***********)
  
  David H****** (******** Insurance agent * *** ** ********* ***** ******** ** ***** ###-###-####)
  
  ******* ***** Deed Servicing Co. Inc. (*** **** *** ******* ****** ***** ** *****) Escrow #*****

  

  Business Response

  Date: 03/10/2025

  March 10, 2025
  
  
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ****** ****
  Insured: ****** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the above inquiry received in our office on March 3, 2025. American
  Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
  to respond to the Better Business Bureau regarding the complaint filed by ****** ****.
  
  The referenced policy was issued with the Company effective December 29, 2022. The policyholder
  enrolled in *****, our electronic automatic recurring payment plan, for annual full payments at
  renewal.
  
  The renewal offer for the 2024-2025 policy term was sent to the policyholder on November 21,
  2024, effective December 29, 2024. The renewal installment schedule was sent to the policyholder
  on November 21, 2024, advising payment in full of $1,284.00 would be deducted on January 1,
  2025. The policy renewed on December 29, 2024. The payment of $1,284.00 was drafted on
  January 1, 2025.
  
  On January 7, 2025, the payment of $1,284.00 was rejected by the policyholder’s financial
  institution, a rejected payment notice was sent to *** ****. On January 17, 2025, a new installment
  scheduled was sent advising the payment of $1,299.00 (included a $15 fee for the rejected
  payment) would be deducted on February 1, 2025. The payment of $1,299.00 was drafted on
  February 1, 2025.
  
  On February 5, 2025, the payment of $1,299.00 was rejected by the policyholder’s financial
  institution. As this was the second rejected payment, a notice of cancellation was sent to *** ****
  advising the policy would be cancelled effective February 21, 2025.
  
  On February 19, 2025, payment of $1,314.00 was received however, the policy was no longer
  eligible due to the two insufficient payments. The policy was cancelled on February 21, 2025. A
  policy status notice advising of the cancellation and a prorated refund of $1,094.04 were mailed to
  *** **** the same day.
  
  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager
  

  Customer Answer

  Date: 03/10/2025

  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, reasons for rejection are included below.

  
  

  
  
  
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Customer Answer

  Date: 03/11/2025

  . My primary concern is they were 'supposed' to submit their billing to my mortgage company and not me personally. I did NOT authorize the use of my private bank account to be used in the premium payments. *** ******* changed that setting on my account without my authorization or notification to me according to the American Modern customer service representative I spent 2 hours and 7 minutes on the phone with on 03/04/2025.
  
  I established at the onset for the billing to be sent to my mortgage company and NOT to me personally. They contend they notified me yet they didn't follow the payment protocol as I had inititally established. It was my impression they were simply notifiying me while dealing with my mortgage company so I thought the matter was being handled between the two. This is a matter of their own making by not billing my mortgage company. That's the bottom line.

  

  Business Response

  Date: 03/19/2025

  
  March 19, 2025
  
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ****** ****
  Insured: ****** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the follow-up inquiry received in our office on March 13, 2025.
  American Modern Property and Casualty Insurance Company (“the Company”) appreciates the
  opportunity to respond to the Better Business Bureau regarding the complaint filed by ****** ****.
  
  When the policy was issued, the payment plan selected was *****, our electronic automatic
  recurring payment plan, for annual full payments at renewal. *** **** signed the *****
  authorization form on December 22, 2022, authorizing the Company to electronically debit his
  account for future premiums as specified on the ***** installment schedules issued to him. The
  2023-2024 renewal premium was successfully deducted through ***** on January 2, 2024.
  On January 3, 2024, *** **** requested the lender to be updated to ******* ***** Deed Servicing
  Company Inc. but did not request a change to the policy billing. As agreed to at the time the policy
  was issued, the 2024-2025 renewal continued on *****. The schedules and notices were
  appropriately sent to *** ****, clearly advising him of the scheduled payment dates and the rejected
  payments.
  

  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager

  Customer Answer

  Date: 03/27/2025

  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, reasons for rejection are included below.

  
  

  When I set up my coverage with agent, David H******, I explicitly made it known the mortgage company was collecting insurance premiums with my mortgage payment and that billing for my yearly premium payment should be directed to my mortgage company.  I've only met him one time on that first and only visit.  During my 2 hour and 7 minute call on 03/04/25, I was told by the agent at American Modern that the agent, *** ******* had made a change to how my payments would be made.  I DID NOT authorize any such change.  American Modern needs to produce the document showing my signature reflecting my authorization.  

   

  I received my premium refund and deposited the check so I'm sure American Modern considers this a finished matter.  They have NOT satisfied my complaint and at this point, never will.  Their unscrupulous business practices along with their association with an unscrupulous agent needs to be a matter of public record.  If both American Modern and David H****** can acknowledge their wrong doing and both apologize for such, I can drop my complaint.  Until such a time, their actions need to be a part of public record.  Those are my terms for a settlement.
  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 04/03/2025

  
  April 3, 2025
  
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ****** ****
  Insured: ****** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the follow-up inquiry received in our office on March 27, 2025.
  American Modern Property and Casualty Insurance Company (“the Company”) appreciates the
  opportunity to respond to the Better Business Bureau regarding the complaint filed by ****** ****.
  
  As previously stated, when the policy was issued, the payment plan selected was *****, our
  electronic automatic recurring payment plan, for annual full payments at renewal. *** **** signed
  the ***** authorization form on December 22, 2022, authorizing the Company to electronically
  debit his account for future premiums as specified on the ***** installment schedules issued to
  him. The 2023-2024 renewal premium was successfully deducted through ***** on January 2,
  2024. The policy was never set up to bill the lender.
  

  On January 3, 2024, *** **** requested the lender to be updated to ******* ***** Deed Servicing
  Company Inc. but did not request a change to the policy billing. As agreed to at the time the policy
  was issued, the 2024-2025 renewal continued on *****. The schedules and notices were
  appropriately sent to *** ****, clearly advising him of the scheduled payment dates and the rejected
  payments.
  

  The agent did contact the Company on February 18, 2025, to update the additional interest on the
  policy from ******* ***** Deed Servicing Company Inc. to ****** ****** *****, but made no change
  to the billing plan.
  

  In summary, the policy billing plan remained unchanged during the life of the policy. The bill plan
  requested by *** **** was ***** as evidenced by the ***** authorization form signed by *** ****.
  As complaint information may be publicly posted on the BBB website, the signed authorization
  form will not be included with this response. Supporting documentation, including the signed
  ***** authorization form, have been provided under *** ****** complaint with the ******
  Department of Consumer and Business Services, Division of Financial Regulation.
  
  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager

  Customer Answer

  Date: 04/07/2025

  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, reasons for rejection are included below.

   

   

  I instructed the insurance agent, David H******, to set up the payment with the mortgage company at our one and only face to face meeting.  I paid the first premium out of pocket but made my instruction clear how billing should take place.  Where did the payment originate from for the 2024 payment?  It came from my mortgage company!  Why then was the subsequent year not billed accordingly?  And why did *** ******* make a change on my policy this year as I was informed by the CSR I spoke with on the phone then left on perpetual hold?

   

  Where is the document I purportedly signed which I requested in my previous correspondence?

  As I stated previously, this entire issue was created by American Modern by not complying with my original request to have the yearly premium billed to the mortgage company.  It was their own actions which set me up to be cancelled due to their policy of two unsuccessful debits which NEVER should have taken place to begin with!

   

  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 04/11/2025

  
  April 11, 2025
  
  BBB Serving Southern OH, NKY, SE IN
  Attention: ***** ********, Marketplace Resource Consultant
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint #: ********
  Complainant: ****** ****
  Insured: ****** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in response to the follow-up inquiry received in our office on April 7, 2025. American
  Modern Property and Casualty Insurance Company (“the Company”) appreciates the opportunity
  to respond to the Better Business Bureau regarding the complaint filed by ****** ****.
  
  The 2023-2024 renewal premium was successfully deducted through ***** on January 2, 2024,
  from *** ****** checking account ending in 4651. The policy was never set up to bill the lender. The
  agent did not make a change to the policy billing contact. The agent did contact the Company on
  February 18, 2025, to update the additional interest on the policy from ******* ***** Deed Servicing
  Company Inc. to ****** ****** *****, but made no change to the billing plan.
  
  In summary, the policy billing plan remained unchanged during the life of the policy. The bill plan
  requested by *** **** was ***** as evidenced by the ***** authorization form signed by *** ****.
  As complaint information may be publicly posted on the BBB website, the signed authorization
  form will not be included with this response. Supporting documentation, including the signed
  ***** authorization form, have been provided under *** ****** complaint with the ******
  Department of Consumer and Business Services, Division of Financial Regulation.
  
  Should you require additional information or wish to discuss further, please get in touch with me
  via email at ******************* .
  
  Sincerely,
  
  Julie L*****
  Regulatory Compliance Project Manager
  

• Initial Complaint

  Date:02/21/2025

  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.

  We have had a truly horrible experience with American Modern Insurance Group. A claim that began as a routine burst pipe due to record low temps has gone unresolved for much more time than needed due to their lack of responsiveness. We have called countless times to connect with one of representatives (T***** W*****, S******* P****** as provided by the claims department with no response.
  
  Following the incident a third party adjuster came to the property to assess the damage. He was very clear that he did not work for AMIG and could not answer any questions we had about coverage. Following his visit, 9 days went by without any returns of NUMEROUS phone calls or answers from AMIG. Then we were notified that a check would be issued to us with ZERO explanation for the value or how that number was determined when work had not been completed. This check is a small FRACTION of what it will cost to remediate the damages resulting from the burst pipe. Again, wanting to gather more information, we have continued to call OVER and OVER again with 0 responses or calls back.
  
  The case is now noted as "closed" in the portal leaving us in a position to pay out of pocket for expenses that AMIG did not consider or provide us reimbursement for. AMIG has made a challenging situation so much more difficult than needed with their lack of transparency and communication.

  

  Business Response

  Date: 02/27/2025

  February 27, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ***** *****
  Insured: ***** Property Holdings, LLC; ***** *****
  Date of Loss: January 24, 2025
  Claim Number: ********
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear Ms. ********,
  
  I am writing in reference to the above claim and inquiry received in our office on February 21,
  2025. American Modern Property and Casualty Insurance Company (the “Company”) appreciates
  the opportunity to respond to the Better Business Bureau regarding the complaint filed by *****
  *****.
  
  The Company received notification of the above water claim on February 4, 2025 with a reported
  date of loss of January 24, 2025. The insured property was inspected and payment for the damages
  was issued on February 18, 2025. The adjuster advised the insured of the policy water limit and
  explained sending in estimates if a supplemental payment was needed. The insured advised on
  February 21 that asbestos was found. The adjuster advised to send a contractor’s estimate and
  again advised of the policy water limit, which is the limit under all coverages for any damages
  resulting from the water loss. At this time, the adjuster has not received the requested
  documentation to support further payment for damages.
  
  I trust that our response will satisfy your inquiry. Should you require additional information or
  wish to discuss further, please contact me via email at ******************* .
  
  Sincerely,
  
  M******* P****
  Regulatory Compliance Project Manager
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Policy ***********
  I have an old classic car **** ********** ******* *******. I make sure the insurance is paid and that I have towing. I have tried calling in several times and set up test tows for my car for in case something happens I need a tow. The car set so the gas tank has too much water in it, I went for a test drive and broke down. I called for a tow and the American Modern Tow company said my insurance laps, I had American Modern on the phone and they witnessed this, I was broken down by ****** ******* Military so I lost the call, so the Tow company made my family pay with their credit card, as I had no credit cards with me. I have tried and tried to get this problem fixed and have had no success, I need this fixed ASAP, old cars can break down, and because of this insurance policy error, I was left on the side of the road for hours.

  

  Business Response

  Date: 02/18/2025

  
  February 18, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: **** ****
  Insured: **** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in reference to the above claim and inquiry received in our office on February 11,
  2025. American Modern Property and Casualty Insurance Company (the “Company”) appreciates
  the opportunity to respond to the Better Business Bureau regarding the complaint filed by Eric
  Mesi.
  
  The insured called the Company on January 24, 2025, concerning his policy status and towing. The
  insured was provided the number to call for towing and that he could call the towing company,
  have the vehicle towed, and submit the receipt for reimbursement. Additionally, it was also
  confirmed his policy was active, and proof of insurance was emailed to the insured.
  
  On February 10, 2025, the insured contacted the Company advising he had broken down and
  needed tow assistance. He was connected to the tow company. The representative stayed on the
  line and confirmed with the towing company that the insured had active towing coverage.
  
  The insured contacted the Company on February 11, 2025. He advised he had his car towed and
  wanted to be reimbursed. He was connected to the claims department to file a claim. Claim number
  ********. A payment of $120.00 for towing was issued to the insured on February 13, 2025.
  
  I trust that our response will satisfy your inquiry. Should you require additional information or
  wish to discuss further, please contact me via email at *******************.
  
  Sincerely,
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/18/2025

  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, reasons for rejection are included below.

  
  

  
  

  An American Modern agent made the 3 way call and heard for there self, when the American Modern towing vender answered was said my insurance is expired and I no longer have towing. I can only get a hold of this same rep after 5 PM. I will call American Modern after 5 PM. today and have her call towing again, I bet this problem has NOT been corrected, We have been trying this tow attempt for several weeks. If I ever take this classic car out and the fact I rarely drive it, having old fuel and whatever else anything can go wrong. I am hoping this problem can be corrected.
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  

  Business Response

  Date: 03/04/2025

  
  March 4, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: **** ****
  Insured: **** ****
  Policy Number: *********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in reference to the follow-up inquiry received in our office on February 25, 2025.
  American Modern Property and Casualty Insurance Company (the “Company”) appreciates the
  opportunity to respond to the Better Business Bureau regarding the complaint filed by **** ****.
  
  The insured’s policy number ********* with the Company is currently active with no lapse in
  coverage. The insured’s claim number ******** is closed, and a payment of $120.00 for towing
  was issued to the insured on February 13, 2025. If the insured has any further questions
  concerning his towing coverage, he can contact our company via phone at ###-###-####. Argo is
  an independent contractor. If the contractor is advising they do not have a valid proof of insurance,
  the insured can provide them with their proof of insurance card provided within the declaration
  packet or contact American Modern Property and Casualty Insurance Company to have them speak
  to the towing company to confirm insurance on the insured’s behalf. More information on the
  towing and emergency services can also be found in the insured’s policy declaration packet.
  
  Should you require additional information or wish to discuss further, please get in touch with me
  via email at *******************.
  
  Sincerely,
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/06/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally file a complaint against American Modern Home Insurance Company regarding the handling of my renters insurance claim (Claim #********, Policy #*********) for a theft that occurred on August 23, 2024.
  
  On October 07, 2024, I received correspondence from the company indicating that my claim was still under review and that an extension was needed to process it thoroughly. Despite this notice, several months have now passed without a clear update or resolution. I have complied with all necessary steps and have provided all requested information, yet the claim remains unresolved.
  
  My specific concerns are as follows:
  
  Excessive Delay: It has been months since the incident, and there has been no definitive response or timeline provided regarding the processing of my claim.
  Inadequate Communication: I have not received satisfactory updates despite my efforts to seek clarity on the claim's status.
  Unprofessional Handling: The prolonged delay and vague communication have caused considerable frustration and financial strain.
  I respectfully request that the Better Business Bureau investigate this matter and assist in mediating a prompt resolution. I believe American Modern Home Insurance Company is not meeting the customer service standards expected in the industry, and I am seeking your help in holding them accountable.
  
  Thank you for your attention to this issue. Please feel free to contact me at the phone number or email listed above if you require any further information.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 02/13/2025

  
  February 13, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ****** ****
  Insured: ****** ****
  Date of Loss: August 23, 2024
  Claim Number: ********
  Policy Number: *********
  Company: American Modern Home Insurance Company
  NAIC Number: 23469
  
  Dear *** ********,
  
  I am writing in reference to the above claim and inquiry received in our office on February 6, 2025.
  American Modern Home Insurance Company (the “Company”) appreciates the opportunity to
  respond to the Better Business Bureau regarding the complaint filed by ****** ****.
  
  The Company received notification of the above claim for theft on August 23, 2024, with a reported
  date of loss being the same date. On August 27, 2024, the adjuster, Ms. W*****, sent a text to the
  insured advising the next steps in the claims process. Additionally, an information request letter
  was mailed. On August 28, 2024, the insured returned documentation to the adjuster.
  On September 3, 2024, the adjuster sent a claim status update to the insured via text. As of
  September 16, 2024, the claim review was complete; additional information and documentation
  was requested by the adjuster to aid in the investigation of the claim. On September 19, 2024, the
  adjuster texted the insured advising of the additional information required for further review.
  On September 26, 2024, the adjuster mailed a Reservation of Rights (ROR) letter to the insured,
  which requested the following:
  1. Filled out and signed Theft Affidavit
  
  2. Proof of ownership/invoices, as we only have one verified invoice
  3. A copy of the apartment lease
  4. A copy of a formal Personal Property claims list filled out and completed
  
  A status letter was mailed on October 7, 2024, and on October 8, 2024, the adjuster texted the
  insured advising of documentation still needed for further review. On October 25, 2024, the insured
  called and spoke with the claim examiner regarding concerns with the claim. The examiner
  reviewed the claim file and emailed the insured, which addressed the outstanding documents
  needed for review. The ROR letter that had been mailed prior was also attached.
  A status letter was mailed to the insured on November 13, 2024. On November 19, 2024, a final
  notice letter was sent to the insured advising the requested information had not been received, and
  the claim was closed for inactivity.
  The following information is still needed for review to conclude the claim:
  
  • Theft Affidavit
  • Proof of ownership, which shows the item purchased, date of purchase, purchaser's name,
  and billing address if purchased online.
  • Lease Agreement
  Once this information is received, the claim will be reopened, and the adjuster will review and
  respond to the insured accordingly. Should you require additional information or wish to discuss
  further, please get in touch with me via email at [email protected].
  
  Sincerely,
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2025

  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 am filing a formal complaint against American Modern Insurance Group (AMIG) for their unacceptable handling of my storm hail claim, which has remained unresolved for 8+ months since the May 2024 storm.
  
  AMIG has failed to address my valid claim, causing delays & financial burdens. Despite submitting a comprehensive damage list multiple times (latest: July 15, 2024) & enduring 3 inspections, my claim remains unsettled.
  
  Key Issues
  1. Inspection Scope Ignored
  • The latest inspector was told to review only **** decking, disregarding multiple reported damages:
  • **** decking
  • Railings
  • Wood pillars
  • Front door
  • Window trim
  • Metal patio siding
  • Motorized patio screens (torn)
  • Hot tub cover/components
  • Garage doors
  2. Redundant Documentation Requests
  • Despite submitting photos & professional estimates, AMIG requested the same documents again in Nov. 2024, causing delays & hardship.
  3. Partial Payment, but Unresolved Damages
  • AMIG issued a payment, but we won’t cash the checks to keep the claim open until all damages are addressed.
  4. **** Decking Denial
  • AMIG acknowledged hail damage but claims pressure washing can fix dents, which **** manufacturer refutes. High replacement cost appears to drive denial.
  5. Lack of Communication
  • On Jan. 28, 2025, I asked Kevin E****** for clarification on window flashing in the estimate, including damage photos & a scope of damages summary. No response.
  
  Request for Investigation
  
  AMIG’s delays, negligence & bad faith have caused undue financial & emotional stress. I request the Texas Dept. of Insurance to investigate & take regulatory action against AMIG.
  
  $26,745 is due to repair property.

  

  Business Response

  Date: 02/07/2025

  
  February 7, 2025
  
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: *** ******
  Insured: ******* ******
  Claim Number: ********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing in reference to the above claim and inquiry received in our office on January 31, 2025.
  American Modern Property and Casualty Insurance Company (the “Company”) appreciates the
  opportunity to respond to the Better Business Bureau regarding *** ******** complaint.
  
  On January 22, 2025, the claims supervisor, Mr. E******, reviewed the claim file with the insured and
  discussed the insured's concerns about other damages. He confirmed with the insured that the flashing
  had already been paid under prior estimates drafted by the adjuster. After reviewing the inspection
  photos, the claims supervisor agreed with the current findings that there was no damage to the deck,
  only splatter marks, which had already been addressed.
  
  On January 28, 2025, the Company received an email from the insured requesting clarification on what
  is considered window "flashing" and asking for an updated claim summary report. A response was
  emailed to the insured explaining that window flashing refers to the protective barrier around windows
  to prevent water infiltration. The adjuster also provided an estimate of the damages paid to date and
  attached the estimate for the insured's review.
  
  To date, the Company has issued payments for the damages identified during the inspections. The claim
  has been adequately reviewed and properly paid according to the policy provisions. However, the
  adjuster has advised the insured that if they have additional supporting documentation, they should
  submit it to the adjuster for further review and consideration.
  
  I trust that our response will satisfy your inquiry. Should you require additional information or
  wish to discuss further, please get in touch with me via email at *******************. Additionally, if
  the insured has further questions, she can contact Mr. E******, the claim’s supervisor. He can be
  reached at ###-###-#### or by email at *****************.
  
  Sincerely,
  
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  
  

  Customer Answer

  Date: 02/12/2025

  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, reasons for rejection are included below.

  ______________________________________________________________________________________________________

  February 12, 2025
  
  
  RE: BBB Complaint # ********
  
  
  I appreciate the response from American Modern Property and Casualty Insurance Company (the “Company”); however, their response does not resolve my concerns regarding the handling of my claim.
  
  
  While the Company states that the flashing has been paid under prior estimates and that no additional damages were found, this does not accurately reflect the situation. Specifically:
  1.Incomplete and Inadequate Damage Assessment: The Company asserts that the deck only had splatter marks that were “already addressed.” However, I have provided photographic evidence demonstrating additional damage that has not been accounted for. The claim supervisor’s assessment does not acknowledge the full extent of the damage.
  2.Lack of Clarification and Transparency: Although I requested clarification on window flashing and an updated claim summary report, the response provided did not adequately address my concerns. The vague explanation of “flashing” failed to clarify why my claim for additional damages was denied, and the summary report did not include a detailed breakdown of what was paid versus what was excluded.
  3.Inconsistent and Unjustified Payment Decisions: The Company has paid for the cheapest component of the window—the flashing—while refusing to cover the more expensive parts, such as the trim, which is directly adjacent to the flashing and also damaged. Additionally, this is a small house, so how can the Company justify paying for hail damage to window flashing but not paying for the **** decking, which is only 1 foot away and has the same visible hail damage?
  •Every area of damage is within a 10-foot radius, yet they selectively chose which items to cover.
  •This makes no sense and suggests an intentional attempt to minimize their payout rather than fairly address the full extent of the damage.
  4.Unreasonable Claim Regarding **** Decking Damage: The **** decking has visible hail pock indentation marks, which are a physical alteration of the surface, not just a stain. However, the Company has claimed that pressure washing can “fix” this issue. This assertion is not only incorrect but also completely unsupported by the **** manufacturer. The manufacturer has explicitly stated that pressure washing can only remove stains—it cannot fix hail indentations or any other kind of physical surface damage.
  •How does the Company justify its claim that pressure washing can remove hail damage when the product manufacturer says otherwise?
  •If their reasoning were valid, it would mean that any structural damage, including dents, could simply be “washed away,” which is clearly not realistic.
  •To make matters worse, every single one of our neighbors who has **** decking had their decks replaced due to hail damage from the exact same storm.
  •Why is American Modern refusing to cover our deck when other insurance companies covered identical damage to the same product caused by the same storm?
  5.Deliberate Avoidance of Proper Inspection: A third inspector assigned to review the damages told us that he had been specifically instructed by American Modern NOT to look at the deck. Despite us showing him the damage multiple times, he repeatedly stated, “I’m sorry, I can’t look at that. They told me not to.”
  •This raises serious concerns about whether American Modern intentionally avoided fully assessing all damage in order to minimize their payout.
  •If the Company is confident that their assessment is fair, why would they direct their inspector to ignore an entire section of the property?
  •This action suggests that the Company pre-determined their claim decision without a full and honest evaluation.
  6.Attempts to Escalate the Claim Were Blocked:
  •The adjuster assigned to our claim, Jessica R********, repeatedly refused to escalate our claim or provide her manager’s contact information.
  •Every time we requested further review, she simply told us that the claim had been resolved and refused to take any further action.
  •I was forced to find a list of upper management myself and send nine separate letters via ***** to their corporate office in order to escalate the claim.
  •Only after sending those letters did I receive a call from Kevin E******, the claim supervisor.
  •When I spoke with Kevin E******, he once again dismissed our concerns and stated that the claim had been paid in accordance with policy.
  •I specifically asked about all the other damaged items that had been ignored, and the conversation went nowhere.
  •Prior to escalating the claim via those ***** letters, I had already emailed Jessica R******** at least 20 times, attempting to get a resolution.
  7.Significant Effort on Our Part, Yet No Transparency from the Insurance Company:
  •We have accommodated American Modern for three separate inspections, requiring significant time and effort on our end.
  •Please keep in mind that this property is an hour and a half from our residence, meaning that each inspection required us to take an entire day off work to drive there, spend the whole afternoon with the inspector, and then drive all the way back.
  •Despite our cooperation, we requested copies of the inspectors’ reports and their photographs, but the Company never responded to our email. After that, all communication with us stopped.
  •Why is the Company unwilling to be transparent and provide all of the evidence we requested? If they have nothing to hide, they should be able to share their findings openly.
  8.Pattern of Bad Business Practices:
  •This claim has dragged on since last May, and we are still fighting to get the coverage we rightfully deserve.
  •This is not an isolated incident—American Modern has a history of not paying claims.
  •Just look at their online reviews and their social media pages—they are filled with complaints from customers who have experienced the exact same treatment.
  •This is a pattern of behavior, not a one-time issue. Their refusal to fairly process and pay legitimate claims needs to stop.
  9.We Will Not Cash Their Checks to Keep This Claim Open:
  •American Modern has sent us payments for some of the damage, but we will not cash these checks in order to keep the claim open.
  •We refuse to accept partial compensation when the Company is ignoring significant covered damage.
  
  
  We have made multiple attempts to resolve this matter directly with the Company, yet our concerns remain unresolved. We are requesting that American Modern Property and Casualty Insurance Company conduct a thorough and impartial reassessment of the damage, taking into account all provided documentation. If they require additional information, we are willing to provide it, but we expect a fair and complete evaluation rather than a dismissal of valid concerns.
  
  
  We appreciate the BBB’s assistance in addressing this matter and look forward to a resolution that ensures all covered damages are properly addressed.
  
  
  Sincerely,
  *** ******
  
  
  

  
  
  
  
  
  
  

  

  Business Response

  Date: 02/25/2025

  
  February 25, 2025
  
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: *** ******
  Insured: ******* ******
  Claim Number: ********
  Company: American Modern Property and Casualty Insurance Company
  NAIC Number: *****
  
  Dear *** ********,
  
  I am writing to follow up regarding the above claim and inquiry.
  
  The Claims supervisor has spoken with *** ****** regarding the coverage for the above claim; a follow-
  up partial denial letter was also drafted and mailed on February 24, 2025. No physical damage was
  found to the deck, though there was hail splatter present in areas. No indentations were found on the
  deck from hail. Similarly, no evidence of hail damage was provided regarding the hot tub cover. As these
  items show no physical damage, there is no coverage for their replacement.
  
  Regarding the estimate submitted for the roof, the total repair cost was less than the amount estimated
  by the Company. Therefore, no additional payment has been issued for this portion of the loss.
  
  I trust that our response will satisfy your inquiry. Should you require additional information or
  wish to discuss further, please get in touch with me via email at ******************* . Additionally, if
  the insured has further questions, she can contact Mr. E******, the claim’s supervisor. He can be
  reached at ###-###-#### or by email at ***************** .
  
  
  Sincerely,
  
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  

• Initial Complaint

  Date:01/29/2025

  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.

  My adjuster Brian K***** has been negligent regarding my claim process and ive tried numerous time to reach out to him and to get status updates on my claim but have been ignored and disregarded. My apartment at **** ****** ****** *** *** ****** ****** *** ***** was unfortunately flooded on December 15th, 2024 by no fault of our own, by a water heater explosion in our building due to poor regulation and maintenance by our Landlord. This situation has ruined me and my roommate's holidays as we weren't transferred to a new unit until 01/11/2024. Initially, when I first filed my claim (the only time I've been able to get the adjuster on the phone) he gaslighted me into saying "Oh the water is hot water so you guys can just wash your clothes" before he even seen the damages. The damages were so extreme we lost most of our items and had to move to a completely different unit. As our payout we have had no updates regarding the amount or when we will be paid and its been over a month.

  

  Business Response

  Date: 02/04/2025

  
  February 4, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ****** *******
  Insured: ****** *******
  Date of Loss: December 15, 2024
  Claim Number: ********
  Policy Number: *********
  Policy Type: Renters (****)
  Company: American Modern Home Insurance Company
  NAIC Number: *****
  
  
  Dear *** ********,
  
  I am writing in reference to the above claim and inquiry received in our office on January 29, 2025.
  American Modern Home Insurance Company (the “Company”) appreciates the opportunity to
  respond to the Maryland Insurance Administration regarding the complaint filed by ****** *******.
  
  The Company received notification of the above claim for water damage on December 15, 2024
  with a reported date of loss of the same day. The adjuster arranged for temporary housing during
  the investigation of the claim. The adjuster attempted to make arrangements to inspect the
  apartment, but was not able to schedule this with the apartment complex. The apartment complex
  provided a copy of the incident report, but did not allow an inspection of the apartment itself. The
  adjuster emailed a link to the insured to complete a list of damaged personal property. Due to some
  of the designer items and electronics being claimed, the adjuster enlisted the services of a
  restoration company to evaluate the nature and extent of the damage and to determine if the items
  can be cleaned and salvaged. When the restoration company arrived at the apartment, the insured
  declined to allow the company to remove some of the items for evaluation.
  
  A list of damaged personal property was submitted by the insured; since the insured had declined
  the evaluation of the items by the restoration company, the adjuster requested photographs of the
  damaged items. The insured advised that many of the items had been discarded and that no
  photographs were available. Some photographs were provided of damages to the apartment which
  included some personal property; however, the photographs did not provide evidence of damage to
  the personal property.
  
  The adjuster provided a blank worksheet to complete a request for additional living expenses, if
  needed. The request for additional living expenses needs to be supported by receipts and/or
  invoices. The insured completed the worksheet but has not submitted any supporting receipts for
  consideration. At this time, the claim remains open pending additional investigation, as sufficient
  documentation has not been provided for damaged personal property or additional living expenses.
  
  Should you require additional information or wish to discuss further, please contact me via email at
  ******************* .
  
  Sincerely,
  
  Michelle P****
  Regulatory Compliance Project Manager
  
  
  

  Customer Answer

  Date: 02/07/2025

   

  Dear *** ********, 

  
  I am reaching out in regards to the response from American Modern representative Michelle P**** concerning my previous claim and inquiry with BBB placed on January 29th, 2025. I would like the chance to refute some of the claims made by the associate as well as clarify some of the accusations made. Below, I have provided a summary and timeline of events- I greatly appreciate your time and patience in assessing this concern.

  
  On December 15th, 2024, I placed a claim with American Modern after experiencing severe water flooding in my apartment due to a failed water utility unit originating from several floors above earlier that day. The yellow/brown water traveled through at least 3 floors before reaching my unit, and continued for several hours after it began (from 1:30pm until approx 4:30pm). I have provided a hyperlink to a dropbox folder of photos and videos documenting the extent of the damage to the apartment for reference below.
  

  The following day, my roommate and I were contacted by our adjuster, Brian K*****, who asked that a copy of our lease as well as photos of the damage to the apartment be sent to him via email which we completed that afternoon. He also informed us that he would send an ******** link later along in the process for us to report damage to our personal items. Contrary to his explanation, I received said ******** link later that day but was unaware after the email went to spam. My roommate did not receive the ******** link until December 27th for her claim. As stated by Ms. P****, temporary housing was arranged that allowed us to stay close to the apartment shortly following this call with Mr. K*****. Unfortunately, this was the only time I was able to reach Mr. K***** via phone, despite several attempts between December 16th and February 3rd, 2025. 

  
  Later that evening of Dec. 16th, 2024, the apartment complex asked that we move all belongings in our bedrooms (the most severely affected areas) to the center of the living room for contractors to begin work the following morning. Given the short notice, my roommate and I rushed to move our belongings as requested. Because many of these items were completely soaked through, several were discarded as they were irreparable. I point this out specifically to address Ms. P****** claim that there were items that we denied to give to the restoration company. Upon Mr. K******* request (made on Jan 2nd) for those specific items to be collected, both myself and my roommate disclosed to him that several of these items had unfortunately been discarded prior. Additionally, neither myself nor my roommate denied entry to the restoration company. We coordinated a pick up on January 7th, where the requested items (aside from those which had already been discarded) were collected. During this time, we were also in the midst of transferring to a different unit due to the damaged apartment being condemned as inhabitable by the county on December 19th 2024 . 

  
  After reaching out to Customer Service while I could not reach Mr. K*****, they cited notes on the claim made by Mr. K***** stating he had been reaching out to me via phone throughout the process. After our first conversation on December 16th, I did not hear from Mr. K***** via phone until February 3rd, following my inquiry with BBB.
  After finally receiving a call from Mr. K***** on February 3rd, I found that he never inspected the unit to understand the severity of the damages. This was surprising because we intentionally chose temporary housing close to our apartment because we had been told this was necessary in case the inspector needed to access the unit. For this reason, we are confused as to why Mr. K***** did not contact us to receive access for inspection after having trouble reaching the apartment’s leasing team.

  
  While we understand that insurance claims can be multifaceted and take time to process, our frustration lies in Mr. K******* lack of communication and understanding throughout this ordeal. After initially explaining the incident to him on Dec 16th,2024,  Mr. K***** dismissed the issue suggesting that we could simply “wash our clothes”, completely disregarding the fact that the water from the heater had traveled through 3 floors above us and was visibly yellow. His continued lack of communication and direction has made this stressful process unbearably difficult. 

  
  It has now been 54 days and counting without any resolution from the insurance company. Neither of us have beds and we are desperately waiting for compensation to move forward. This prolonged delay is unacceptable, and we are urgently requesting immediate action to resolve this matter. If we are unable to come to a resolution, we will be forced to seek legal counsel. Please don’t hesitate to reach out if further evidence of our correspondence, damage to belongings, or the apartment is needed. I kindly ask that you prioritize this claim and provide a resolution as soon as possible. . 
  
  Please refer to the attached photos and emails to verify our correspondence with Mr. K***** as well as damage to the property. 

  Dropbox to photos of apartment damage:

  ****************

  
  

  
  
  Kind Regards,
  
  
  
  ****** *******
  
  

  

  Business Response

  Date: 02/14/2025

  
  February 14, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ****** *******
  Insured: ****** *******
  Date of Loss: December 15, 2024
  Claim Number: ********
  Policy Number: *********
  Policy Type: Renters (****)
  Company: American Modern Home Insurance Company
  NAIC Number: *****
  
  
  Dear *** ********,
  
  I am writing to follow up regarding the above claim and inquiry. A pricing report was created and
  payment was issued on February 11, 2025. At this time, the adjuster is reviewing an email received
  from the insured regarding a request for additional payment to determine if any additional
  coverage is available. The adjuster will be in contact with the insured as soon as possible.
  
  Should you require additional information or wish to discuss further, please contact me via email at
  ******************* .
  
  Sincerely,
  
  Michelle P****
  Regulatory Compliance Project Manager
  
  
  

• Initial Complaint

  Date:01/21/2025

  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 filed an insurance claim for my flooded apartment in February of last year. The insurance paid for part of my hotel stay due to displacement but now will not reimburse me for my first nights hotel stay, items lost, as well as food that I had to purchase due to their not being a hotel in the area that had a kitchen. I have been trying to get this resolved for nearly a year and now for the first time I am hearing they would like the maintenance records which I no longer have access too due to how long they have taken. I have sent pictures of the damage as well as conversations I have had with maintenance which is all I am able to give because my prior apartment building advised that they are not at liberty to provide me with such information anymore as I am not a tenant so the insurances (the buildings and my insurance) would need to contact one another. I have let them know this and they are still insisting they do not know if I am eligible for coverage despite covering my hotel stay and my policy being large enough. I have sent them receipts as well as pictures of the damaged items all of which were received months ago.

  

  Business Response

  Date: 02/03/2025

  
  February 3, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ***** ********
  Insured: ***** ********
  Date of Loss: February 22, 2024
  Claim Number: ********
  Policy Number: *********
  Company: American Modern Home Insurance Company
  NAIC Number: 23469
  
  Dear *** ********,
  
  I am writing in reference to the above claim and inquiry received in our office on January 21, 2025.
  American Modern Home Insurance Company (the “Company”) appreciates the opportunity to
  respond to the Better Business Bureau regarding the complaint filed by ***** ********.
  
  The Company received notification of the above claim for appliance/plumbing failure with ensuing
  water damage on February 23, 2024, with a reported date of loss of February 22, 2024. On March 1,
  2024, the adjuster mailed the information request letter to the insured. On March 4, 2024, the
  adjuster extended temporary accommodations for the insured as it was advised that repairs were
  still ongoing. A status letter was mailed on March 13, and an important notice letter was sent on
  March 15 advising of the information needed.
  

  As of March 29, 2024, the claim was closed due to no further communication from the insured. On
  September 27, 2024, the claim was reopened, and on September 30, 2024, the adjuster received the
  damaged contents list from the insured and sent it for further review. On October 14, 2024, the
  adjuster advised the insured that the cause of loss statement/ maintenance records were still
  needed to confirm the cause of loss. On October 22, 2024, an information request letter was sent to
  the insured requesting the cause of loss from the complex. A status letter was sent to the insured on
  October 23, 2024, and on October 29, 2024, another information request letter was sent to the
  insured.
  

  No further communication was received from the insured; therefore, the claim was closed on
  November 5, 2024.
  

  On January 14, 2025, the claims examiner spoke to the insured, advising that the maintenance
  records/ cause of loss statement is still needed to review the claim for coverage.
  
  The adjuster is awaiting the requested documents. If the insured has any additional questions, she
  can contact the claims examiner, Mr. V****, at ###-###-#### or [email protected]. Should you
  require additional information or wish to discuss this further, please email me at
  *******************.
  
  Sincerely,
  
  Emmaline R*******
  Regulatory Compliance Project Manager
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/05/2025

  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, reasons for rejection are included below.

  
  

  
  

  All communication I had with my original adjuster (Holly S*******) was sent via email due to my departure from the apartment on March 26 2024. I sent all the information she asked me for regarding my claim in April all of which included pictures of the damage as well as damaged items and additional food I had to pay for. I was NEVER notified by anyone that my claim was closed when I called in the following months regarding an update. When I called and finally got ahold of Holly in around June or July she explained to me that it was an error on the businesses end that she was not alerted to that was the reason for which I was not able to be repaid for my hotel stay and damaged items as well as food but would check on it and get back to me. I provided my original adjuster Holly with the documentation that I could regarding the flood with pictures and maintenance conversations I had with the building as I had moved from the unit seven months prior and that was the last I heard from her. In an attempt to get in contact with her again in December and January is where Mr. V**** came into the picture and said he did not have any of the information and that my claim had been shut awaiting this newly required information which was never reported to me when I had called for many months prior and that I had provided to Holly and talked with her about. I have made multiple attempts to reach out to Mr. V**** regarding sending the documentation to him despite his rudeness regarding the situation to which I have received no reply. Additionally the number provided in your response is inactive when you attempt to call it which does absolutely nothing to try and help me resolve my claim because you can not reach him on that line or any other without tagging the message left to someone else as urgent. 
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 02/18/2025

  
  February 18, 2025
  BBB Serving Southern OH, NKY, SE IN
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Attention: ***** ********, Marketplace Resource Consultant
  
  RE: BBB Complaint #: ********
  Complainant: ***** ********
  Insured: ***** ********
  Date of Loss: February 22, 2024
  Claim Number: ********
  Policy Number: *********
  Company: American Modern Home Insurance Company
  NAIC Number: 23469
  
  Dear *** ********,
  
  I am writing in reference to the follow-up inquiry received in our office on February 11, 2025.
  American Modern Home Insurance Company (the “Company”) appreciates the opportunity to
  respond to the Better Business Bureau regarding the complaint filed by ***** ********.
  
  Upon further review of the claim file, it was found that Mr. V**** received the requested
  documentation as of February 5, 2025, and reassigned the claim to a new adjuster to review all
  documentation received to date as the prior adjuster was out of office. The review was completed
  on February 13, 2025, and a payment was issued to the insured on the same day. The adjuster
  emailed the insured to advise the above and mailed the payment letter.
  

  Should you require additional information or wish to discuss this further, please email me at
  *******************.
  

  Sincerely,
  
  Emmaline R*******
  Regulatory Compliance Project Manager