ComplaintsforHomeowners of America Insurance Co.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a ************ Officer who serve and protect citizens daily. I am a young homeowner, who went through my own tragedy last year. My backyard tree branch fell on my home, due to bad weather falling on my house casing an electrical malfunction resulting in a fire. My homeowners insurance responded so fast and took care of my claim and responded daily to aid with my accommodations. This year on March 23, 2024 My next door neighbors front yard tree branches fell and damaged my personal owned police vehicle causing major damages. My neighbor filed a claim with this insurance company the very next day and the desk Ajuster contacted me. The desk adjuster advised me that the Field adjuster will come to my residence to look at the damages. I called this company over 10 times within the last month & one week, and requested a supervisor to contact me with no call or email back. The Field adjuster ignored my email and calls and never came to observe my damages. My neighbor advised me on todays date April 28, 2024 to advise me her insurance company declined the policy. Im extremely disappointed at this company process and professionalism! I just want my vehicle damages repaired and citizens who are seeking homeowners insurance to view this review. I thank God I have a great Homeowners Insurance company who will be responsible for damages to my property, my health, others property and others health. I would not be surprised if management still does not reach out to me. Sorry for any customers who pays their money and God forbid they discover a lost and this company does not accommodate them in a timely manner.

  Business response

  05/01/2024

  Because ************************ is not a customer of HOAIC but appears to be a third-party claimant, we are unable to confirm these details or comment on the claim without more information. 

  Please provide a policy number and/or claim number.

  Thank you,

  Complaints Resolution

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for a slab leak back in February. Mr. ****** came out and cut a hole in my wall to see where the leak was coming from and it was determined it was coming from under the slab which caused my carpet and floor to get wet. American Water Damage came out pulled the living floor out along with the baseboards to dry the floor with their fans and dehumidifier and was given an estimate to replace the floor and baseboards. The Insurance Adjuster came out assessed the damage and wrote it up The Insurance received the claim and only paid for the water mitigation which there wasn't much water. The insurance is telling me that i have to come out of pocket to replace my floor that American Water Damage tore up and the plumbing is still not fixed. I paid a total of $687.00 for estimates and no repairs by the Insurance Company

  Customer response

  04/15/2024

  Damage from slab leak & the hole he had to cut to find it

  Business response

  05/01/2024

  Please see the attached response letter. 

   

  Thank you,

  Complaints Resolution

  Business response

  05/01/2024

  Apologies, this attachment was not sent in the prior response. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Companies have repeatedly stated that active mold was present in my home (I.e., the Main and upstairs bedroom). However, due to the negligence of the Homeowners of America Insurance Co., I'm dealing with adverse health effects. Because my claim was perceived not as a priority, I'm experiencing 'bodily injury' from continuous and repeated exposure to mold. The nature of my dispute lies in Section II- ******************** Sublimit of Liability for 'Fungi', Wet or Dry Rot, Or Bacteria. Visual photos of the mold were not acceptable as proof of mold. A mold test later confirmed that the downstairs has had high mold levels since October 2023. If someone had taken my claim seriously, my family would not have had mold exposure for over two months. The bodily injury I incurred includes nausea, vomiting, headache, and sinus nasal congestion. I went to urgent care in December 2023 and received antibiotics. I notified my primary care physician and referred to an allergist for testing. The allergist confirmed that mold is one of several allergens for me, and I'm under the doctor's care. My desired resolution is the recoupment of the total living arrangement expenses for a family of four who spent two months living in a home with confirmed high mold levels.

  Business response

  03/22/2024

  Please see attached response letter. 

  Customer response

  03/23/2024

  I am rejecting this response because:  
  My complaint stems from the lack of good faith in our insurance company. I understand that my policy has a limit of $5,000. This complaint is based solely on the adverse effect on my health, which is not taking my claim seriously and not acting in good faith as an insurance company. In particular, my health is affected by mold. Homeowner's of America motto is: Putting Your Peace of Mind First. However, my peace of mind with Homeowners of America was a schizophrenic nightmare. ******************************** once stated, "One of the great tragedies of life is that men seldom bridge the gulf between practice and profession, between doing and saying. A persistent schizophrenia leaves so many of us tragically divided against ourselves. On the one hand, we proudly profess certain sublime and noble principles, but on the other hand, we sadly practice the very antithesis of these principles."
  
  Homeowner's of America peace of mind is a logical fallacy. First, if a company is dealing in good faith once confirmed mold tests are present, A family shouldn't be permitted to live in a condition with high levels of mold. Furthermore, never during the process of the claim did Homeowners of America offer temporary residence during this ordeal. My family of four, two dogs and a cat day after month, month after month, had to live in a home contaminated with high mold levels. Second, if a company is dealing in good faith, the appropriate lines of communication need to be open. For instance, several messages were miscommunicated through email and the telephone. Lastly, if a company deals in good faith, it cares about the whole individual. Homeowners of America treated my family like second-class citizens. Second-class citizenship is exhibited in several ways.  
  -Requiring me to pay for a mold test and then receive reimbursement only after paying for the mold test.
  -Not taking my claim seriously because waiting more than seven business days to address the issue after mold tests were received.  
  Because Homeowners of America is putting my piece of mind on the backburner, this complaint continues, and I'm rejecting your response. On 3.22.24 at 4:32 PM through Priority Mail, I sent a demand letter to Homeowners of America. Please see the tracking number attached. Thank you!

  Business response

  04/03/2024

  We are in receipt of the complaint for the consumer and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 3, 2024, by phone/email.
  

  Sincerely,

  Complaints Resolution

  Customer response

  04/03/2024

  I am rejecting this response because:   
  Homeowners of America Insurance Co. was extremely negligent in addressing the issue after mold test was given to Ms. ************ She replied 1.4.24, and then panicking replied more than two weeks later.  This business failed to act in good faith which is not policy, but rather law.  My next communication with this defendant will continue in ***** Small Claims court for the maximum allocation.  Thank you and God bless!

  Business response

  04/04/2024

  HOAIC stands by its previous responses. 

  Thank you,
  

  Complaints Resolution

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and her family have been displaced from their home for over a month. Homeowners of America, *******************************, Insurance Case Worker has not processed their claims giving one excuse after another. She claims that the checks are in the mail for repairs and living expenses but as of today has not been received. The contractors are waiting on her approval to start the repairs on their home. The bottom floor was flooded due to a leak under the island. Their kitchen is not accessible because the floor had to be removed, the island had to be taken out and her appliances are not working. There was mold found underneath the entire floor of the kitchen. This has caused them to be displaced from their home and they are suffering from financial hardship. ******** supervisor can not be reached by telephone or email. I dont know what to tell them since there is no way to contact anybody else in this Homeowners of America Insurance Company. Please help them get back into their home and get funds for living expenses until the contractors have completed their job. I have never seen an insurance company treat their clients as if theyre livelihood and health/mental status doesnt matter!

  Business response

  03/15/2024

  We are not able to locate this customer with the information provided.  Please submit a policy number and/or claim number.

  
  Thank you,

  Complaints Resolution

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had storm damage on my home at ********************************************************************* on August 8, 2023. I contacted Homeowners of America on August 10, 2023. They did their estimate and sent out an initial check. It is very difficult to find a general contractor that does roofing as well as the other repairs that needed to be done. I found a general contractor but their estimate was very different. I contacted Homeowners of America several times to try to get a supplemental estimate and left at least 10 messages for the adjuster, *******************************. ******* refused to communicate with me or call me back at all. That contractor quit because he wasted too much of his time trying to get ******* to respond. I found another contractor again, their estimate was different. I called more than 10 more times and left a voicemail each time. ******* never called back. Finally, through email we got ******* to respond through email. She sent an estimator out and I never heard from them as promised. I called several more times and ******* finally responded through email that they were not going to cover O&P which after doing some research apparently means overhead and profit which is how the general contractor gets paid. Now my second contractor quit. It is now 6 months later, my house is getting more and more damaged by the **************************** has never called back. I dont have another contractor and Homeowners of America is playing games while my home is getting more damage by the day.

  Business response

  02/28/2024

  We are in receipt of the complaint for the consumer and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on February 16, 2024, by email.
  

  Sincerely,
  Claims Department

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hippo dropped ** with no notice. It wasn't until after several inquiries that they sait it was because we had an older home and that they needed evidence that the mechanicals had been updated. We sent them photos as they requested, no response. We sent receipts that dated the upgrades back to 2010. They responded that "per their guidelines in ********" the upgrades could be no more than 10 years old. Who has the need or the money to upgrade their systems every 10 years?

  Business response

  11/29/2023

  
  November 29, 2023

  
  Policy #************
  *********************
  ******************************************************
  **************
  
  
  The referenced policy was written on HO3 policy form for **************** to cover his property located at ***************************************************** effective 9/2/2023. The policy was submitted to us for binding by ********************* Mr. ******* agent.
  
  Based on the terms and conditions of the policy, we may cancel for any reason within the first 60 days of the policy period. The first 60 days of the policy period are known as the underwriting review or discovery period. During this time, we order underwriting reports and exterior inspections and review applications for qualification with our company.
  
  Cancellation 1. You may cancel this policy at any time by returning it to us or by letting us know in writing of the date cancellation is to take effect. 2. We may cancel this policy only for the reasons stated below by letting you know in writing of the date cancellation takes effect. This cancellation notice may be delivered to you, or mailed to you at your mailing address shown in the Declarations. Proof of mailing will be sufficient proof of notice. a. When you have not paid the premium, we may cancel at any time by letting you know at least 10 days before the date cancellation takes effect. b. When this policy has been in effect for less than 60 days and is not a renewal with us, we may cancel for any reason by letting you know at least 10 days before the date cancellation takes effect.
  
  Please note that our underwriting guidelines and rates are submitted and approved by the **************** of Insurance. In order for new business applications to qualify for coverage with our company, we require proof of current updates (within the last 10 years) to all four major systems of the home which include electrical, plumbing, Heating HVAC, and roof. If the risk does not meet these qualifications, then we will issue a notice of cancellation on the policy.  Mr. ******* home was built in **** and the application shows updates as follows: roof 2006, plumbing 2010, and electrical 2010. As a result, we have issued a cancellation notice for lack of updates to the property.
  
  A cancellation notice was mailed to **************** on 10/26/2023 and copies were mailed to Hippo Analytics and his mortgage company, **************************, effective 11/29/2023 at 12:01 am. A refund in the amount of $1274.00 will be mailed to **************** on 11/29/2023 for the unearned premium.
  
  We hope this additional information provides the Department with the information it needs to consider this complaint file closed. However, should you have any questions or require anything further, please do not hesitate to let us know.
  
  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone:************
  Toll Free: ************
  www.hoaic.com

  
  

  Customer response

  11/30/2023

  I am rejecting this response because: I was not informed of the underwriting process by *****. I supplied the photos requested twice and receipts for the upgrades completed. I was not made aware by ***** or HOIA that the upgrades had to be less than 10 years old. It wasn't until after I submitted the receipts that this limitation was expressed to me. When I asked supporting documentation I was told that would not be provided and that it was the brokers responsibility to inform me. 

  Business response

  12/04/2023

  The underwriting review or discovery period is an industry standard and compliant with the laws regulating insurers.  We have no further comment.

  We hope this additional information provides the Department with the information it needs to consider this complaint file closed. However, should you have any questions or require anything further, please do not hesitate to let ** know.
  
  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

  Customer response

  12/04/2023

  I am rejecting this response because this information was not disclosed to me before paying the premium. The information should have been requested by the agent beforehand. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called on 7 October 2023 about my gas water heater not working and there was a ******* on site to let them know that my gas water heater was not fixable at all. I called back today to let homeowners of America insurance company know that I changed out 7 boxes that were damaged from the ************** that was extremely wet. and both times the agent were rude and rushed giving me the information. This is my first time going through a process like this and I'm trying to get the information and understand the process, so I asked are you being timed, why are you speaking so fast because I can't Write that fast to copy down the information. I would never do this, I did 15 years in the military and worked on the civilian/federal side 9 years helping soldiers and civilians and would never rush and talk to them like that. I would make sure they have all the correct information, make them feel comfortable, and they would not have to coming and calling back multiple times. Someone did come last week 11 Oct 2023. I had called several times left messages since 13 Oct 2023 and today 17 Oct 2023 and gotten no response. I was told I was going to have to do the work and look for another gas water heater, take pictures, fill out paperwork and I have done those things even if I gotten it wrong. I have done the best I can with no guidance or help from anyone. it has been sine 6 Oct 2023 and today is 17 Oct 2023 and I haven't had a hot shower at all. I have talk to others who have went through this process who have said they got their replacement within three days so I'm trying to see why I'm not getting the same treatment or process or why no one is communicating to me at all and yes, I know every company is different but still no reason it should but be taking this long and I'm constantly calling and leaving voice messages and still no response, but yet I'm suffering as a disable veteran..

  Business response

  11/11/2023

  Please see attached response letter.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is horrible. I've paid my insurance on time for 3 years. I filed a claim end of July, after filing they sent inspector out to ***** the damage. My air had went out and started leaking. The leak went through my white went in ceiling, my wall cause a split in my wall from ceiling to floor and water damage in my ceiling. After it was sent to adjuster, she sent me email denying my claim right under the **** deductible which I am getting investigator to look into it this week. When I finally found a company who came out they said it was a lot of water damage, mold was starting, my base boards had discolored from the leak, my hardwood floors damaged with water damage which created bubbles. I call the insurance lady on my case after, left more than 3 messages, called her supervisor and was told they'd call me back. NEVER got call back, the company that came out even called. They said the damage was way over ***** and they still had not received call which the mold has formed now. 2 weeks ago I received letter in the mail from my mortgage company saying I had no homeowners insurance and never received notification from HOME OWNERS OF AMERICA that they would not resign with me for renewal in August. HUH? So stop answering my calls, drop me, and my home still has mold and water damage? I'm also seeking lawyer and have spoke to several. This isn't right and I am not the only person with these complaints. This company will drop you for filing claim, ghost you, and never reach back out. The adjuster literally emailed me the denial for my claim which was a few dollars under my ************************************************************* the walls, the hardwood floors, the baseboard and actually had a instrument that showed I had mold, water damage in my base boards and hardwood floors. I want my check to fix my house and I will file legally. My children are HIGH asthmatic and documented for severe asthma!! They have been getting sick more!

  Business response

  11/11/2023

  COMPANYS POSITION ON THE ISSUES RAISED IN THE COMPLAINT:  The above referenced Homeowners 3 policy was bound by Our authorized agency Brightway Insurance, LLC (******), with effective dates of August 7, 2022 to August 7, 2023.  The policy covers the Property located at ************************************************************************
  
  In regards to the underwriting portion of the complaint, ******************** has always had a 1% deductible on her policy which means it will be 1% of her Coverage A amount. The previous years policy shows Coverage A $175,000 which means her deductible was $1750.00 (1% of Coverage A).
  
  The renewal letter addresses the increase in Coverage A. This increase is called inflation guard and we do this on all policies as a result of rising construction costs.
  
  When a renewal offer is sent to the Insured, they can decline it and seek coverage from another carrier. Also, its noted in the file that ******************** called on 6/1/2023 to get a copy of her policy and discuss coverages. We emailed her another policy package and then transferred her to her agent to discuss coverages.   
  
  
  We hope this additional information provides the Department with the information it needs in order to consider this complaint file closed. However, should you have any questions or require anything further, please do not hesitate to let us know.
  
  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4th, 2023 in *******, ***** a gentlemen who owns the condo unit above mine broke a pipe in his unit which flooded his unit and my unit. He acknowledged the mistake, was very apologetic, and promised to cooperate with filing a claim against his insurance. We were originally told by Homeowners of America that everything would be handled under one claim. Later they said I needed a separate claim, which I filed August 15th. The adjuster, *************************, has been completely non-responsive, unprofessional, and refused to handle my claim in a timely matter. I've called and emailed a more than a dozen times with almost no response. The one time I spoke to him he asked for the documentation from the property management company showing that upstairs neighbors are responsible for water claims to downstairs neighbors which I did provide to him immediately. Due to their lack of response I had to proceed with repairs and other expenses totaling more than $10,000, not including the legal fees I am about to incur since they haven't responded. Now, almost 50 days later I still cannot get a response from Homeowners of America. During a former call a supervisor told me to *** their insured individual to trigger a response. That was from their own customer support acknowledging the lack of response time. My ceilings, walls, and floors were all completely flooded. Claim Number is ************

  Business response

  10/20/2023

  In this case, **** is not the consumer but a third-party claimant. Please note that the party is adverse to HOAIC due to litigation against our insured and we cannot respond or provide any claim/policy information due to the litigation and the privacy of our Insureds.

   

  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The independent insurance adjuster inspected our property for damages on 07/28/2023 for water damages due to condensation, dripping from around the air vent. The independent insurance adjuster is the same adjuster that has come to our property for other claims in the past. The first thing he says to me is that he didn't need to get measurements or pictures because he could use the ones from before. This was a new claim. The claim examiner emailed me 08/14/2023 with the outcome of the claim. She stated that the insurance adjuster inspected our property for damages and was unable to find any new damages due to water loss. Being such, no payment can be made on this claim. Which she also stated that this claim raised from the water leak from the condensate water line to the **** system which leaked on the ceiling. The damages from a prior claim system leak appears to not have been completed and the damages have overlapped with damages for the current claim. Then she states the perils insured against. Which is it overlapping damages with another claim, or our insurance doesn't cover the damages. You wouldn't know because the adjuster didn't inspect our property, and assumed it was the same damages from the previous claim. What do we pay insurance for. I feel as if they are playing and not taking these claims serious. I need some answers as to why all of our claims have been denied and we are stuck with the damages. This is ludicrous.

  Business response

  08/31/2023

  We regret to inform you that HOAIC stands by its claim decision. 

  Respectfully Submitted,
  Complaints Resolution
  
  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

   

  Customer response

  09/07/2023

  I am rejecting this response because:   The response does not comply with the finding. Again I say, the claim adjuster didnt Inspect the property for this claim. His exact words were, I dont need to inspect the property because I have pictures from the last claim. The claims arent related. Please provide your proof to me that you have to prove that the claim is a continuation from the previous claim. Im also contacting my states insurance department to take further actions. 

  Business response

  10/30/2023

  Under the policy, we do not cover loss to the plumbing system that leaked. Because damages were not repaired from the prior claim, HOAIC stands by the denial.  

   

  Respectfully Submitted,

  Complaints Resolution

  
  ***********************************************************************
  Phone: ************
  Toll Free: ************
  www.hoaic.com

*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. ↩