ComplaintsforHomeowners of America Insurance Co.

• 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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I tried to file a claim about a damaged roof with my insurance company, they informed me that my policy had been canceled months before. I did not receive notice of this cancellation. On the phone they gave me two different reasons for this cancellation. My homeowners insurance is paid in conjunction with my mortgage company. The insurance company never notified the mortgage company of the cancellation which they are required to. My payment for my insurance has been paid monthly on time and consistently since the beginning the policy. My mortgage company indicates they have continued to pass through my payment to the homeowners insurance. I have been paying for this insurance that they claim was canceled. When purchasing the home, I was also required to pay an entire year ahead which covered part of the months during the supposed cancellation. At no point did the insurance company notify me or the mortgage company that I should receive a refund for the months that I was not covered but had already paid for nor communicated about the months that I had continue to pay for. I believe that this is a tactic to avoid paying for my claim.

  Business response

  08/07/2023

  Please see attached response letter. 

  Customer response

  08/11/2023

  The issue was that they cancelled the policy without notifying myself or the lender that they were doing so, which put both of us at risk for a complete loss if something such as a fire had happened. They also accepted my home to insure after a complete inspection which it passed. The roof on the home is only 14 years old because that's the age of the house as a whole. This roof wasn't in poor condition when the home was bought and only needs  repair now as we had a massive **** storm that caused damage, and because this company failed to do there duty they left me and my lender unprotected. I feel they should be held accountable for these actions.

  Business response

  09/14/2023

  HOAIC stands by its underwriting decision in this matter. 

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got a homeowners insurance quote from this company but never authorized or approved it. I found out they sent the request for payment to my lender without my permission, and my lender sent a check for the premium which was over $6000, and now my escrow has increased significantly. This is criminal. How can they do something like this without my approval or signature? I want an explanation asap or I will bring suit.

  Business response

  08/11/2023

  Please see attached response letter.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a claim on 4.24.23, claim # ************ as our home sustained water damage. We contacted a plumbing company on 4.24.23 & fixed the leak on 4.25.23. Water mitigation company started on 4.26.23. The insurance adjuster inspected on 4.27.23. All ***************** sent to adjuster on 4.27.23. I didn't receive any contact from *************************** so contacted HOAIC on 5.9.23 for an update. He did return call same day with an update. He confirmed receipt of info from insurance adjuster & have reviewed files, had additional questions for plumbing company. I provided authorization for ****************** to obtain info from plumbing company. On 5.12.23, sent a follow up email; received no reply. Called for an update on 5.20.23, Phone rep sent call request over to ******************; no return call. Called and emailed on 5.25.23; no reply. On 5.30.23, rep sent call request over to ******************. On 6.1.23, plumbing company had no record of him calling. ****************** contacted me on 6.1.23, he submitted payout for water ***************** restoration due to still needing questions regarding plumbing answered. Informed gave him authorization on my plumbing account. Emailed additional info he requested regarding my electrical bill surge difference for payout on 6.6.23 with no response. I've called numerous times: 6/14, 6/30, 7/11, 7/14 & no response from ****************** or manager. On 7.25.23, a rep stated that no invoice was received for plumbing repair. ****************** had to have received the invoice as he knew the invoice amount when we spoke on 6.1.23. I resent invoice on 7.25.23 and representative confirm receipt on 7.26.23. I was issued a check for water ***************** restoration on 6.2.23. I'm still waiting for a check to be issued for plumbing repairs and electrical bill difference. This process has been going on for over 3 months and I feel this process is excessive. I would like someone to contact me immediately about claims payment for plumbing repairs and electrical bill. Thank you.

  Business response

  08/14/2023

  Please see attached response letter and Exhibit A. 

   

  Thank you,

  Complaints Resolution

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was selling a house at **************************************************. It was determined that there was significant hail damage and the roof needed to be replaced as a condition to sell the house. The roof was replaced and the property was sold on 5-18-2023. The homeowners insurance company sent a check to the address on Wind Dancer in the amount of $11,736.73. I did not receive the check as I did not live there any longer. I then contacted Homeowner's of America Insurance and they cut another check and sent that to the place I was staying until I purchased a new house. The check was made out to me and also to ***** Fargo. When I tried to deposit the check, I was informed that ***** Fargo needed to endorse the check. **************** refused to endorse the check because the property was sold and they no longer have an "interest" in the account. I contacted Homeowner's Of America and they stated that it was their policy to put the mortgage company on the check. I asked if there could be some type of exception made in this case. I was asked to provide proof that the work was done and get the work invoice from the roofer. I provided those documents. I also contacted ***** Fargo and got a letter stating that they would not endorse my check and they also provided me with a release of lien for the property at 9I711 Wind Dancer. I got into contact with ***************************** with Homeowners of American and she stated that she needed to get her supervisor's approval, but he has not gotten back with her on this matter. After that, I have left 2 voice mails this week alone asking for an update. The roofer has submitted several emails that are not being responded to. I am hoping you can help me get a check made out to only me for the amount of $11,736.73 so that I can get the roofing company paid. I do believe the insurance company knows that they are supposed to generate a check, otherwise they would not have generated one in the first place. If this does not work, I believe at some point I am going to be sued. I do not think this should have taken this long to get done and it should not have gone to this level. The claim number for Homeowners of America is: 202304210048.Any help you can provide is greatly appreciated. *********************

  Business response

  08/07/2023

  Please see attached response letter. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of ********************************************* of ********************** since purchasing my home in 2021. After my first year of service my homeowners insurance almost went up close to $200 for 2022s coverage and then for this year went up an additional $400 which was the reason I chose to cancel one month before my annual renewal was going to take place. On 6/19/23 I contacted the team via email and sent over policy number: ************ and signed electronically a formal cancellation document on 6/19/23 in which I then sent to my mortgage company which was closed due to Juneteenth. Homeowners association of America confirmed my cancellation of homeowners insurance for timeline of 7/16/33-7/16/24. On 6/21/23. My mortgage company Newrez received an invoice from homeowners association for insurance payment for the year and my company paid them $1393 automatically from my escrow account without taking into account that I had already canceled homeowners association of America as my insurance company and replace them with progressive who I have as my auto insurance company as well. I only noticed on 7/6/23 that homeowners insurance of America had accepted this payment and not notified me. They then told me that they were waiting for the payment to clear and would send me a refund, I have continuously called and been told that the payment is pending and have been following up on my own with no further information and the dates they keep giving me of sending the check to my home keep changing they need to release the payment and send me back the money that they never shouldve accepted

  Business response

  07/31/2023

  
  July 31,2023
  
  RE: ******* and *****************************
          Policy #************
          Effective 7/16/2023-2024
  
  
  On 6/12/2023, we mailed a renewal offer to the Pfeifers for the upcoming renewal policy term to be effective 7/16/2023. In accordance with the terms and conditions of the policy and DOI regulation, we mail the renewal offer to our clients 34 days prior to the expiration date of the policy. The renewal offer consists of the policy and the invoice and copies are mailed to the Named Insured, mortgage company, and agent.
  
  On 6/28/2023, our underwriting department received a cancellation request from the Pfeifers agent, ********* Insurance Agency. In accordance with DOI regulation, an insurance carrier has 15 business days to refund any premium due to the Insured on a canceled policy. The cancellation was internally processed on 6/30/2023 by our underwriting department.  
  
  On 7/5/2023, our accounting department received a check from the Pfeifers mortgagee, Newrez LLC, that was postmarked on 6/27/2023. The Newrez check included multiple policyholders payments on a single check, therefore,we posted each payment to the corresponding policies as directed by ******. As such,a payment of $1393.00 was posted to the referenced policy on 7/5/23. However,since the policy status showed to be canceled, our accounting department issued refund check #****** for $1393.00 to the Pfeifers on 7/18/2023, 13 days after the receipt of the mortgage payment.
  
  We hope this additional information provides the Bureau 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
  
  
  
  
  
  
  
  
  

  Customer response

  07/31/2023

  I am rejecting this response because:   
  

  the dates were false and the company never made any attempt to notify me they received payment for a service a canceled a month in advance and then responded to none of my requests for the refund. Finally received payment after they sent me a letter which arrived faster than the check that should have been mailed back 3 weeks prior that they would cancel my insurance for expiring which it already was cancelled.

• Initial Complaint

  07/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/16/23 I was contacted by ************************* in the claims department of home owners of America insurance regarding my claim on my totaled roof from a storm. In the email she stated that after the job was finished that my contractor would need to send an invoice showing the job had been completed to release the final payout. The job was finished by ******** roofing on 6/27/23 On July 6th I contacted a claims rep who stated that they had received the invoice and that my check would be arriving soon and that they usually arrived with 3-5 business days after the invoice is turned in. It is now July 10th, I was able to receive a reply from ************************** April stated that I needed photos and a certificate of completion to be able to release final payment. This was not previously stated in any form or email. This would not have been an issue, however neither I or the contractor was made aware that we needed other forms to be able to receive payment. ***** explained that she needed other documents, but would not reply to any emails when I asked why neither I or the contractor were told theyd need other forms of proof when the contractor sent in the invoice showing completion. We would have gladly sent the forms that they were asked for but neither of us knew, since it was never communicated to us. Now the contractor is stuck waiting for payment for the roof. In my opinion this is completely unprofessional and poor service and communication on Aprils part. I am unsure now when I will get the final payout or be able to pay the contractor. I have attached photos where it is clear that I was never made aware that we needed photos or a certificate of completion.

  Business response

  07/27/2023

  We are writing in regards to a complaint that was submitted to the BBB on 07/10/2023 by the insured. On 06/16/2023, we informed the insured that ***** law requires a person insured under a property insurance policy to pay any deductible applicable to a claim made under the policy and that an insurer may refuse to pay a claim for withheld recoverable depreciation until the insurer receives reasonable proof of payment of the deductible applicable to the claim. Reasonable proof of payment includes a canceled check, money order receipt, credit card statement, or copy of an executed installment plan contract or other financing arrangement that requires full payment of the deductible over time.
  
  On 06/28/2023, the insureds contractor sent in the final bill for the completion of repairs for $18,012.59. No proof of deductible was provided. On 07/05/2023, the insured  called in requesting a copy of the contractors final bill and was provided with a copy via email. On 07/10/2023 we requested a copy of the certificate of completion and photos in order to receive the depreciation. These request were made under the policy duties and within the statutory timeframes. On 07/11, we made payment for the recoverable depreciation in the amount of $9,993.79 and closed the claim.
  
  The complaint was in regards to the recoverable depreciation and payment was made within the statutory limits. If you need any additional information, please let us know. Thank you. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12, 2023 we received a letter from our insurance company (Homeowners of America) of a cancellation notice due to needing a handrail on our back steps. Upon receipt of this letter we made arrangements to have a handrail installed to prevent cancellation. In order to satisfy Homeowners of America we had a new railing installed which involved moving **************** as well as the building of the railing. When we informed Homeowners of America that we had satisfied their request of the installation they informed us that after further review it was deemed unnecessary after all (may 10). 6 Days before stated cancellation. If never having been served the cancellation, may not have made the repairs they had deemed necessary to prevent from being cancelled by the company.

  Business response

  07/12/2023

  BBB Complaint Response ID:  20186853

  Insured: *********** & *****************************

  Policy number: MO- 001403

  Term Effective Date:  03/28/2023 03/24/2024

  Date: 06/27/2023

   

  To Whom It May ************

   

  The policy for named insured *********** & ***************************** was written with an effective date of 03/28/2023.   As per company guidelines, an inspection was ordered on the home for underwriting review of the premises.  The inspection was completed on 03/14/2023.

   

  An underwriter reviewed the inspection on 03/22/2023 and sent out a Recommendation for Improvement letter advising railing needed to be added on the back steps since this was a liability exposure. A response date of 04/12/2023 was added to the letter. The underwriter followed up on the policy and, when a response had not been received from the insured, we set the policy to cancel in the first 60 days of the policy as per state guidelines for ********.  The cancellation processed on 04/12/2023, with a cancellation date of 05/16/2023.

   

  On 05/10/2023, the policy is noted that a call was received regarding the cancellation.  It was advised the insured was in the process of adding the railing, but it was taking time as the insured had to have the water spigot on the concrete wall moved where the railing was being installed.   The underwriter reviewing the file made an exception to lift the cancellation as the work was in progress and railing on one side would be sufficient (as opposed to both sides).

   

  On 05/11/2023, named insured ******* called regarding the cancellation of the policy.  The insured advised it costs $1,000 to install the railing.  The insured is not sure why they had to complete the work if the policy was reinstated. The underwriter handling the call, advised the policy was canceled due to not receiving a response to our Recommendation for Improvement letter and since we had received communication via telephone that the railing improvement was in progress, we made an exception to lift the cancellation. Additionally, it was advised that two handrails on either side were not needed.

   

   

   

   

  On 05/17/2023 a call was received by an underwriter and the inquiry was regarding the cancellation.  The insured stated the cancellation was in error and the railing never needed to be installed. Again, our recommendation for improvement to install the railing was due to the existing liability exposure without a railing. The underwriter reiterated the exception was made to reinstate based on one handrail being installed, two were not needed (on either side).

   

  On 06/09/2023, named insured *********** called and spoke with an underwriter.  He asked where receipts could be sent so he could be reimbursed for the work he completed to have the policy reinstated.  He stated the policy was canceled in error. The underwriter referred the call to an Underwriting Supervisor.

  A message was left by an Underwriting Supervisor on 06/09/2023 to call regarding the policy.

   

   

  On 06/14/2023, the insured called and spoke with an Underwriting Supervisor.  He stated he was advised the policy was canceled in error.  In reviewing the policy, the Supervisor advised the policy was not canceled in error.  The intent was to request the railing be added and when no response was received the cancellation was issued. The insured referenced again he was advised the cancel was in error.  It was reiterated per the notes, it was not canceled in error.   We as a company did make an exception to reinstate the policy based on the home improvement work in progress for the railing on one side and it would be acceptable to install railing only on one side.

   

  Additionally, the Supervisor advised the insured it is the Insureds choice as to whether to proceed with repairs/improvements on their own home, we can only make recommendations. And it is the Insureds choice if they proceed with our recommendations for improvement or if they let the policy cancel and obtain coverage with another carrier if they disagree with our evaluation of their property.

   

   

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30,2022 my home was flooded with contaminated ***** water. I submitted a claim to the home insurance listed and a partial payment was paid and this didn't cover the damages. I had to envoke apparsal process pay out of pocket for an adjuster. Who the insurance company then hired an adjuster who agreed with far more payment of damages done. The insurance company in good faith should have paid the claim. But has dragged this out to where I'm being sued by the ******************* for payment. That should have been paid. Now I have been at a AIRBNB and didn't know I had a cap until the month it was ending. I asked for approval with extra funds due to the lack of professionalism in processing my good faith claim. But *********************, *********************** refused payment. Now I will be homeless and forced to move back to a deamed unlivable home with children. I also have a heart condition where germs can kill me. I think the National insurance commissioner should review this companies practices of not paying obligaited funds! Is this company following standard they have had 30 complaints this year. I want my home put back in prel-oss conditions as I'm approaching 1 year of no resolution. Please assist in this matter

  Business response

  06/06/2023

  Please see attached letter.

   

  Thank you

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

  Customer response

  06/06/2023

  I am rejecting this response because:   in your response you are stating it's settled and completed. Then you say appraisal process was envocted meaning it's not completed. This case needs to be kept open until my home is complete and remodeled. My home is deamed unlivable so it needs to be repaired. Home owners of America also paid mitigation again after you said it was settled. Stop false reporting and state facts the claim needs to be send to NIC.  For investigation. 

  Business response

  08/16/2023

  As an update to this case, the appraisal has not yet been completed.

   

  Thank you,

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 years ago I make an inquiry on a Insurance police prices for a house that I was buying at the time. Since then I have been receiving statements from Homeowners of America showing that we own money to them for a phantom policy. We have never sign any contract with Homeowners of America but we keep receiving statements we a past due amount. I have fax proof of a policy that my house is covered under another company NOT Homeowners of America but we are still getting charge for something we never agreed.Furthermore, we just received a notice of renewal starting June 2023, this is incredibly I have been calling there ************** without any luck because there is no answer at all. This very frustrating please I need resolution of this problem

  Business response

  06/12/2023

  To Whom it May ************** are in receipt of your letter dated May 30, 2023 regarding the above-referenced complaint and investigated
  this matter to determine how to reach an amicable resolution. These concerns are managed by me, *********
  *****, Regulatory Compliance Analyst.
  UNDERWRITING COMPANY NAME: Homeowners of America Insurance Company (HOAIC, We,
  **, Our)
  NAIC NUMBER: 12536
  o COMPANYS POSITION ON THE ISSUES RAISED IN THE COMPLAINT: The above
  referenced Homeowners Form 3 policy was written by Our agent, Westwood Insurance
  Agency. Westwood with effective dates of June 15, 2020 June 15, 2021. The policy covers
  the Property located at ***********************************************************************
  o Westwood is the insurance agent for the Insureds new home builder and they quote and bind
  policies for new home closings.
  o The insured bought a new house in 2020. The title company paid the premium to ** at closing on
  6/16/2020. The policy was renewed on 6/15/2021, effective 6/15/2021-2022 and his mortgage
  company, First Continental, paid the premium on 6/9/2021.
  o We offered another renewal on 5/11/2022 to be effective on 6/15/2022-2023. The invoice he
  referenced at was sent on 5/11/2022, that is not a current invoice. The premium was not paid so
  the policy did not renew and so his coverage expired on 6/15/2022. I
  **************************************************************************
  ************
  www.hoaic.com
  Page 2 of 2
  o If these policies were written in error the insured should contact Westwood Insurance Agency or
  he can send us a cancellation request in writing along with proof of other coverage in order to
  back cancellation since coverage expired 6/15/2022.
  We hope this additional information provide 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 contact me directly.
  Respectfully Submitted,
  *****************************
  Regulatory Compliance Analyst
  Toll-Free: ***********************
  Email: ****************
  

*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. ↩