ComplaintsforAmerican Integrity Insurance Company of Florida

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Home owner insurance claim: CHO-******** Hurricane ****** left extensive roof damage, and other property damage (pictures attached). Filed a claim on October 12th with American Integrity. Adjuster outsourced the inspection to some contractor, who arrived October 19th and took pictures. Haven't heard from American Integrity since then.When I called customer care they wanted me to contact the adjuster which is ridiculous because the adjuster is not my vendor, he/she is an employee or contractor of the insurance company. We tried contacting the adjuster anyway, left voicemails, no response from the adjuster. American Integrity website lists a different adjuster from the one customer care asked to call. The adjuster on the site is not responding either and the listed phone number is not a valid phone number American integrity has been unresponsive on this case nearly a month now, and I believe this is an attempt to escape paying out an expensive roof damage claim My understanding of FL law is that a homeowner claim not resolved for 60 days is grounds for a lawsuit. I will be sending a legal demand letter shortly and filing a lawsuit if this drags on another month.

  Business response

  11/19/2024

  Mr. ********
  
  Were sorry your home experienced damage from Hurricane ******.
  
  According to our records, your adjuster has contacted you and shared the settlement and payment information. Your claim is now complete,and we apologize for any confusion regarding your claim. Please reach out to your adjuster if you have any questions or would like further assistance. 

  Customer response

  11/19/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance company sent out ******* tree service to remove the tree from roof and after talking to 3 people refused to help. ***** at ******* ************ me a text that he would remove the entire tree and i followed up with a second text in which he said"Yes, whatever hit the building. We will remove, if there is a log attached to it still. We will remove that as well." His person called me from ************ I did not get his name, but he reaffirmed that they would get the entire tree. They said insurance won't pay for it which he did not mention in any of his texts even after asking the second time. He did not even offer me a cost for me to pay to get it removed, Since he had the equipment and the men out there already. Very inconsiderate. He had the crane, men, and bulldozer out there. It would have only taken 10 minutes. He said whatever it took to get the job. I could have gotten another company to do it that was honest.

  Business response

  11/07/2024

  Mr. ********
  
  Were sorry that your home experienced hurricane damage.According to our records, we assigned a tree service to remove a tree from your home. American Integrity paid for that work, as the fallen tree loss was covered by your policy.
  
  It appears that your concern is for the remaining *****/stem of the tree in the yard, which is not covered by your policy.
  
  You are welcome to work with the same tree service company to remove the remaining *****/stem. If this is the route you wish to take, we encourage you to contact them directly to make arrangements. However, the remaining ***** is not covered by your policy and thus, we would be unable to pay for its removal.
  
  We apologize for any misunderstanding in the communication between you and the tree service company. Thank you.

  Customer response

  11/07/2024

   
  Complaint: 22495392
  
  I am rejecting this response because:

  I have to thank you for your copy and paste response that you use for everyone. Hopefully, I am talking to a human, but you did not read the complaint or the correspondence I sent. The vendor took my rights away when they lied to me. It is not a question for whom will pay for it. If they need payment from me to take care of it, I would have paid, but ***** clearly said two times he would include it and the person that called me said it would be included. If ***** were truthful upfront, I would have requested someone else that would help me out. You are defending a tree service that clearly lies to your clients to get the job and does care what they have to do to get it. If you don't care to help and want to align with this company that is on you, but I will take this to the State of Florida and i will include you in it.
  
  Sincerely,
  
  ***** English

  Business response

  11/11/2024

  Mr. ********
  
  Thank you for reaching back out to us. We apologize for any misunderstanding in the communication between you and the tree service company.
  
  However, American Integrity paid the tree service for the portion of the tree removal that is covered by the policy. If you wish for the tree service company to perform any additional work, we encourage you to follow up directly with the tree service company. Thank you. 

  Customer response

  11/15/2024

   
  Complaint: 22495392
  
  I am rejecting this response because: The tree service that I paid you for to them was not fullfed. When i called American Integrity Insurance Company, you should have advocated for me at the time the service was being done which I talked to two persons up at American Integrity and both just brushed me off to the tree company. At that time you should have told the tree company that payment would be held back until matter is resolved that we could of worked it out, but because ***** knows he will get paid no matter what that he did not care. He lied to me and you see the proof. Do you not care, because that is what i am seeing here. Your company is slow to respond and I pay the price. In my opinion, the tree company just says what they need to say to get the job which they did to me and go from job to job to get as  many jobs that they can before another company can get them that was why they rushed out. I have proof in the attached texts that ***** said his company would take care of. it. Do you not see that. Why are you dancing around this. You paid the company too fast without helping me. The tree company works for you, because you paid them. I need you to get with the tree company and get them to finish the job that they promised. 
  
  Sincerely,
  
  ***** English

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed a loss due to the hurricane ******. They said they would notify me in 48 hrs. It's been several weeks and now when I call they put me on hold and after 2 minutes they hangup on me. I have tried several times and each time I get the same result

  Business response

  11/01/2024

  Mr. *******
  
  Were sorry that your home experienced damage due to Hurricane ******. According to our records, your agent, Regency Insurance Group, cancelled your American Integrity Insurance policy effective 2/17/2024. Your agent indicated to us that your coverage was placed with another carrier.  We do not have a claim record for your cancelled policy. Please contact your agent to confirm the current status of your home coverage.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 5th, 2024, I was informed that the insurance company would not be renewing our house insurance due to the loss history from a "claim". This claim arose owing to the inquire about the coverage of an incident at my dwelling. I called on 7.11.24 and asked if something was covered in which the agent had said there was no coverage. Having received the letter, I called the company and they confirmed that due to me asking if something was covered they will be cancelling my policy. I believe that I can't be the only person this has happened to. The integrity of this insurance company is beyond compromised. I would support a class-action lawsuit for the damages that these types of insurance companies cause. In addition to my request for an understanding of the invalidity for coverage based on me seeking information on my policy, I would also highly advise others to seek another insurance company with a better treatment for its customers.

  Business response

  09/19/2024

  Mr. ********
  
  American Integrity Insurance Company of Florida has no record of insuring the property listed in your complaint:***********************************************************************************************. Please verify your policy documents as there are other Florida insurance companies with similar names. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 08/04/2024, your company mailed me an UNETHICAL, IMMORAL, AND DISHONEST letter demanding that I pay $725.72 towards my homeowners' insurance policy immediately or my homeowner's insurance will be cancelled on 08-19-2024 without any further notification to me and without anyway for me to do anything about it. I AM OFFICIALLY DISPUTING THIS COMPLETELY FAKE DELINQUENCY LETTER which was mailed to me via snail mail and which was NOT mailed certified or priority mail!!!! I just found this letter in the mail, today. To begin with, your company generated this letter and mailed this letter to me in error, and I presume that your error has now created a gigantic mess for me. This letter does not even allow enough time for the snail mail to deliver the letter and for the receiver to make any payment. That is illegal. However, you are not even entitled to this payment which the letter is demanding as it is an error that you ever demanded this payment to begin with. This letter is also demanding a payment that is not legitimate. That is also illegal. This letter offers no explanation of how your company determined this payment shortage or delinquency and simply demands the money immediately and threatens the receiver that if the money is not paid immediately without any proper explanation of why you think you are entitled to this extra money -- in the middle of the policy period --- the policy will be cancelled immediately. That is illegal. This letter is a mafia style extortion and threat letter which demands the receiver pay a large sum of money immediately without any proper explanation of why --- or suddenly --- the receiver --- have no homeowners' insurance without any just cause. And, this letter ignored the legal requirements in terms of reasonable time to cancel insurance policies in Florida was well. You have completely screwed up my insurance over a mistake. See attached letter.

  Business response

  09/12/2024

  Dear Ms. *******,

  We have provided a thorough explanation about our the timeline of events for your policy in relation to the complaint you sent about our handling of your policy to the Department of Financial Services (DFS). Please review the response we provided to the DFS. We would be happy to speak with you should you have additional questions regarding the circumstances surrounding your policy after you’ve reviewed our response. Thank you.

  Business response

  09/12/2024

  There was not an attachment missing for this BBB reply. The response references a letter submitted to the Department of Financial Services and the  consumer has access to the letter on the DFS site. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We cancelled our homeowners insurance policy with American Integrity effective 05/31/24 after finding a better rate with another company with an annual savings of several thousand dollars. Our Mortgager, ***** Fargo, had already sent American Fidelity the annual renewal amount of $5,262.72 early on 5/15/24. American Integrity mailed me a Cancellation Notice stating that under Florida Administrative Code 69O-167.001, we were to receive our refund within 15 business days which I have attached a copy of. I contacted America Integrity on 06/18/2024 to ask what date the refund had been issued, and American Integrity stated the refund was issued on 06/06/24. I was told that the mail is very slow and to give it more time beyond the 15 business days. My local insurance agent called American Integrity on 06/21/24 with me on the line as well in a conference call, once again we were told that the mail was very slow and to give it until the following week past the 15 business days. I called today on 07/03/24 and spoke with ******, I told him that I had not received the refund check and that we are now 23 business days past the cancellation date. He said the mail was very slow, I stated we are in ********* FL, their company is in *****, **. He initiated the stop-payment process stating it would be 7-12 business days for that to take place and a new refund check to be issued. I asked for some type of tracking/certified mail for the new refund check, and he said that is not an option. This has the potential to cost our family over $400 per month due to the shortage this has created in our escrow account. We cant absorb this type of expense as a family. My husband is a Disabled Veteran and we are a one-income family with a child with a rare disease. My sense of frustration was only increased and then turned into alarm when I asked ****** how many calls per day does he receive regarding late and/or lost refund checks from customers and he stated approximately 30 calls per day.

  Business response

  07/26/2024

  ************,
  
  Thank you for reaching out to us.
  
  According to our records, your agent processed the cancellation on 5/20/2024 and we issued the initial refund on 6/05/2024 (within 15 business days) through the mail.
  
  After you notified us that you had not received the check, on 7/3/2024 we issued a stop payment order with our bank. On 7/10/2024 the replacement check was mailed. We have verified that the replacement check cleared our bank on 7/22/2024.
  
  We sincerely apologize for any inconvenience. Please let us know if you have any additional questions or concerns. 

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used American Integrity Insurance for our homeowners insurance policy on a home we purchased in 2023 - at ************************************************************************************. The agent, *********************************, inadvertently created TWO policies. The first one - the original policy - was fully legitimate. The second policy - policy number AGD30550851 - should have been cancelled as soon as ******* became aware of his mistake, which we made him aware of immediately - in emails, voice mails, and direct conversations. ******* failed to cancel the 2nd policy and we continued to make payments on it without our knowledge, as the money came out of escrow. We sold the house on **************** on December 18th, 2023, that was the close date. Yet we received an invoice for the homeowners insurance payment due the middle of March 2024. This invoice was for the 2nd policy, the "mistake" policy. ******* claimed he canceled this policy back in 2023. He clearly did not. We have left multiple VM messages to him without any response. The customer service people at ********************************************* were accusatory and demeaning to us on the phone, insisting that it was OUR mistake and that we needed to submit a cancellation request in writing. We just received an email from American Integrity announcing that our policy - the 2nd policy, the "fake" policy - would be renewed on June 15. This is terrifying. No one will resolve this on their end. It has been a nightmare.

  Business response

  05/01/2024

  ****************,
  
  Thank you for bringing this to our attention. We have canceled the duplicative policy. One of our Client Services supervisors has left you a voicemail with more information. Please reach out to us if you have any questions. 

  Customer response

  05/02/2024

   
  Complaint: 21639167
  
  I am rejecting this response because: we are due a refund for the money charged for the home insurance policy that was charged to our escrow account following our sale of the house on Dec 18th, 2023. American Integrity CONTINUED to charge us for homeowners insurance until I brought it to their attention at the end of April. We are owed a refund. 
  
  Sincerely,
  
  *******************

  Business response

  05/03/2024

  ****************, 

  Our billing supervisor just called the number we have on file for you and left a second voicemail. She cancelled your policy on 4/30 and refund takes 7 days to generate from that date. Your refund will be going out next week and will be mailed to the Iowa address. Thank you.

  Customer response

  05/03/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my home owners insurance policy and receive my proof of cancellation notice from American integrity. however they have been giving me a run around telling me to call back for another agent and not responding to my requests. I have emailed multiple agents completing everything they ask but still have not received my cancellation notice so I can provide it to my new insurance company. My insurance policy number AGH0518960.

  Business response

  03/15/2024

  ********************,
  
  Thank you for reaching out to us. According to our records,your policy was cancelled on 3/8 and a confirmation email was sent on that day.We can see that you also called our Client Services Team on 3/12 and we resent the confirmation email that day as well.
  
  One of our Client Services Team Leads will be reaching out to you today to ensure that you receive the cancellation confirmation email.Please let them know if you need anything else. 

  Customer response

  03/20/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home in Floridan was Damage by Hurricane *** 9/23/22 I have big time getting the run around by my Insurance Company over a year latter.I am sure I am one of many complaints against them too.The name is American Integrity Insurance.At the end the roof tiles were not counted correctly and they were not willing to pay ************* the Difference and it was Thousands.Note they counted the tiles too.

  Business response

  03/11/2024

  ************************,

  Thank you for reaching out. We provided an assessment and payment for the covered damages from Hurricane ***. 

  According to our records, all parties were previously in alignment on the assessment. It appears that in February, your roofer presented a change order for additional work to be completed that was outside of the assessment. We will continue to work with your roofer to determine if the change order is related to Hurricane *** damages. Please reach out to your adjuster if you have any questions. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/1/23 I sent in a change insurance form request. After making changes to my Homeowner's insurance policy, I sent in the endorsement authorization form. My insurance was set to expire 11/30/23. I didn't hear anything back. I sent several emails and attempted to call several times before I finally got in touch with an agent. The agent told me my request was never put through. She had me resend the endorsement authorization form and said she would get this updated and sent to my mortgage provider on a rush since my payment was due the next day. I received a declaration form with my changes in December and was told a check for the difference would be sent. On January 19th I called to see when I would receive the check for $2464.12, the difference from the original invoice. I was told by the agent they didn't process my request correctly. She then said they couldn't honor the declaration page sent to me, nor could she refund December and January payment difference, that they had to make it effective 1/19/2024. I want the change premium that I requested multiple times honored and a refund check sent for $2464.12 the difference in the original premium and the requested change. ****** didn't process my request not once, but twice now and she wants me to pay for her mistake. We are prepared to file a complaint with the Insurance Commissioner of Florida on their negligent practices.

  Business response

  02/13/2024

  ******************,
  
  Thank you for reaching out to us. In reviewing the policy detail, we can see that the agent of record did enter and submit the change request directly into our policy management system on 11/01/2023. This request was approved and returned to the agent to endorse the policy. It appears this endorsement was not completed at that time.
  
  The policy changes were completed on 2/07/2024 and back-dated to the policy renewal effective date of 11/30/2023. These changes have resulted in a $1,363.31 premium refund. The refund check will be returned to you at the policy mailing address and will be received by 2/22/2024.
  
  Thank you for being a valued customer of ************************************************ look forward to serving you for years to come. 

*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. ↩