Complaints
This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,677 total complaints in the last 3 years.
- 1,196 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/19/2023
Type: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've been paying for p*** each month for phone protection for several months and when I went to file a claim for my cracked screen which they promised would only cost a $** deductible to repair, they told me they don't have any parts or store locations in my area. I literally live in *******...top 15 most populated metro areas in the US...so instead they are making me send my phone in to them FOR $*** so they can send me a new phone. Oh...so I have to pay an extra $** because you don't have facilities in my area? This protection plan is obviously a predatory scam on customers to lure them in and have them send in their phones for more money that they can flip on the back end. FIX MY PHONE FOR $** LIKE YOU SAID YOU WOULD WHICH IS A SMALL PORTION OF ALL THE INSURANCE MONEY YOU'VE BEEN COLLECTING FROM ME.
Business Response
Date: 10/30/2023
October 30, 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 11/03/2023
November 3, 2023
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 11/06/2023
Complaint: ********
I am rejecting this response because: I didn't "choose" to pay the deductible, rather, I had no other choice because the corporation has irresponsibly not instituted a system to procure parts on demand for its customers who pay them monthly for repair services. Further, the corporation quite obviously forces the replacement option to multiply its monthly profits from its customers by purposely not offering repair locations, even in major popukated metropolitan areas such as Seattle. The corporation has obviously devised a scheme which leaves its customers powerless and forced to submit a replacement claim. A refund of the difference would be the least they could do for wasting my time and coercing monthly payments from me for a refurbished phone.
Sincerely,
****** ****Initial Complaint
Date:10/07/2023
Type: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 home was destroyed by fire 22 May 2021. I had to relocate to the ******** **** ** ******* and pay out of pocket from the date of the fire 5.22.21 until March of 2022 after informing ***** ***** and my Homeowners Insurance company American Bankers Insurance/Assurant of losing my home to a fire that was caused by my neighbor neglecting to properly fix her electrical problem.
At that time, I also discovered that I was a victim of a Bait and Switch Insurance Policy. See attached ltr from ***** *****, dtd 31 Oct 2023. Stating that American Bankers dropped my Policy due to non payment from ***** *****. After 1 year, I was issued a Borrowers Policy which forced me in to a foreclosure status.
After I exchanged numerous phone calls, emails and written correspondence with ***** ***** and Assurant to discuss how and why my Homeowners Insurance Policy that I had been paying for 10 1/2 years was switched to a Borrowers Policy that did not provide any coverage for my personal property loss.
After speaking with ***** *********, *** Large Loss Claims Analyst, *** ********** ***** ****** **, Atlanta GA, 30339. Email: Brian.m.*********@assurant.com, PH# ************, I received some compensation but it was too little and too late and left me unable to prevent my mortgage from falling into a foreclosure status.
To date, I am waiting on a reply from Mr. *********, Assurant Agent, to explain to me the difference in financial benefits from my initial mortgage policy Insurance Policy ********** vs to the BORROWERS POLICY ************ that I received as a result of a Bait and Switch action.
I would also like to be compensated for my most recent request for reimbursement that I sent to Mr. ***** ******** in the amount of $********. I do not believe that I received equal and fair compensation for my loss after paying ***** ***** for 10 1/2 years.Business Response
Date: 10/19/2023
The business responded to this complaint but has asked
that its response not be published.Business Response
Date: 11/02/2023
The business responded to this complaint but has asked
that its response not be published.Customer Answer
Date: 11/06/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *******6 Nov 21
I have been requesting and waiting for a reply with regard to my original question. What happened to my timely monthly payments that included my homeowners insurance for 10 1/2 months. That will answer your questions and mine. This is clearly is a case of Bait and Switch unless you prove other. Please ask Wells Fargo where is my homeowner insurance money that was included in my timely monthly payment for THEY ACCEPTED FOR 10 1/2 yrs. That is my REAL INSURANCE PAYMENT. I WILL BE ASKING THE GOV ****** THIS SAME QUESTION. THANK YOU. WAITING FOR THE TRUTH OR HONOR MY REQUEST FOR REIMBURSEMENT.
Initial Complaint
Date:10/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing against Assurant/ ******* Mobilefor the mismanagement with my claim. I opened a claim for my cell phone in August 2023. I wanted to get my screen repaired in my cell phone, a ******* S23. I was told by assurant that I could only get a refurbished phone after paying **$. I did not want a refurbished phone. The clerk at the time informed me the only place to fix my phone was in PA. I had the runaround with ******* and Assurant so I contacted the BBB. On October 6, I contacted Assurant with the help of an ******* Executive. The ******* Executive gave me an address of a company called CPR cell phone repair. It is very close to my home. The company needed the claim number ********. Assurant would not allow me to get my phone fixed there because they said CPR CELL PHONE REPAIR IS not affiliated with Assurant. THIS WAS JUST LUDICROUS. NOT ONLY IS THIS STORE INDEED AFFILIATED, THE STORE IS ON THE ASSURANT WEBSITE,ASSURANT.COM. The address of the store is **** ******** ****, ***********, MD. The Assurant clerks were sending me to places extremely far from my home such as Baltimore, Rockville, AND VIRGINIA. It would be very difficult to get there. One clerk that I spoke to called the *********** store and verified that they had the ******* ultra 23 parts, and despite that knowledge, A supervisor got on the phone and said there wasn’t anything she could do. That’s when I looked on the Assurant Website and saw the CPR CELL PHONE REPAIR STORE LOCATOR, AND THE VERY STORE THAT ASSURANT IS SAYING NOT AFFILIATED IS LISTED. IM ASKING 4 HELP IN THIS MATTER, ASSURANT HAS CAUSED MUCH STRESS IN THIS JOURNEY. I HAVE BEEN GIVEN ALL KINDS OF WRONG INFO SINCE AUG. I WANT TO GET MY PHONE REPAIRED AT THE CPR STORE, AMERICAN BLVD *********** , MD. THIS HAS BEEN HORRIFIC. I AM A SENIOR PERSON WHO HAS DIFFICULTY GETTING AROUND. MY PHONE NUMBER IS **********/ #********. I am asking for help in this matter.Business Response
Date: 10/12/2023
October
12, 2023
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 10/16/2023
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
Date:10/06/2023
Type: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.
Claim Submitted 9/16.
Home Appliance Warranty Claim (Policy ********** - Claim ***********)
Number contacted ************
Adjuster ***** Rigsby
Adjusters Manager - **** - extention *******
For over 2 weeks now neither my adjuster or her manager will return my call. I have questions regaurding this claim that still remain unanswered. I was also told I could call my own service tech and I need reimbursement for doing such. The customer service is absolutely horrible, when you call they will only let you speak to your adjuster or their manager. Both of these people are the ones that will not return a call or email. They will not give you a corporate number, they will not give you a complaint department, they will not let me speak to anyone else!Business Response
Date: 10/19/2023
The business responded to this complaint but has asked
that its response not be published.Customer Answer
Date: 10/26/2023
only took 32 days to finalize the matter. Company response on here was just as ******** as the adjuster.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me, but what better can be done?Assurants customer service severely lacks.
Sincerely,
**** *******Initial Complaint
Date:10/05/2023
Type: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.
Tried to renew Service Plan for KitchenAid dishwasher for 2023 and called *********/*** Warranty Guard to confirm product was still under warranty and was told warranty expired 10/29/22. Was charged on ******** ******* statement $****** on Oct. 6, 2022 for warranty and company knows nothing about payment. Called ********* as listed on ******** ******* statement ************ and e-mailed *** with attached documentation of charge. The amount charged is over the renewal amount. ******** ******* cannot help me or reimburse me because it was not reported within 60 days of transaction. Did not know about the problem until I tried to renew warranty on 10/2/23.Business Response
Date: 10/11/2023
October 11, 2023
Better Business Bureau, Inc.
Southeast Florida and the
Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 10/17/2023
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
Date:10/04/2023
Type: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 filed a claim with assurant for a husqvarna lawnmower 7 weeks ago and still have not gotten a resolution. Today I was informed that a buyout of my property will not be granted because the parts required to fix it will be here on the 15th of October… I called central power who has my mower and they advised that is an estimated date because the parts are on back order.. I have no end in sight, I am requesting the property to be bought out. The company refuses.Business Response
Date: 10/16/2023
Federal Warranty Service Corporation
P. O. Box 105689
Atlanta, GA 30348-5689
Phone: 305-256-7136 Ext. 4037136
Email: [email protected]
Via: BBB Website
October 16, 2023
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 10/18/2023
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
Date:10/03/2023
Type: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 renters insurance with Assurant (Policy #: **********). In my plan they cover accidental discharge of water. On January 22nd, 2023, our water boiler broke and flood our entire living room, part of our bedroom and dining area. We immediately filed a claim (Claim #: ***********). Assurant confirmed by phone that the coverage includes reimbursements for damaged items and displacement costs including $**** total for stay, parking, food and laundry services.
Subsequently, during the time repairs were taking place where they had to remove and reconstruct the entire lower 3rd of our living room/dining area/bedroom walls, we stayed at a hotel for 4 nights between Feb 1st - Feb 4th.
Since then I have contacted my claims adjuster as well as her manager dozens of times to inquire on the status of my claim and have not heard back in months. On their website my claim appears to be "closed" but I have not received any reimbursement or communication regarding my claim. In my last conversation with my adjuster I was informed that the reimbursement of my displacement costs was denied but was told they would continue to investigate the damage costs. I have strong evidence that Assurant has denied the reimbursement of my displacement costs in bad faith and have not been able to reach them to request further details, request for an appeal and to get a status update on the reimbursement costs of the physical damages incurred.
I have enough evidence through email exchanges with my landlord as well as photo/video evidence that we did everything by the book and that our apartment was uninhabitable during the subsequent 4-5 days even though the construction went on for a total of 17 days. Our landlord offered a rent concession as well as a model apartment for us to stay in however it had an alarm system issue therefore we needed to find an alternative arrangement and got a hotel room.Business Response
Date: 10/17/2023
October
17, 2023
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 11/03/2023
November 3, 2023
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 11/06/2023
Complaint: ********
Thank you for taking the time to review my case. I can confirm that I have received the reimbursement payment for the damaged items since our last correspondence.As far as the habitability of the apartment, as mentioned in your last correspondence I would like the information to be sent for re-consideration for the following reasons:
- After speaking to my adjuster on May 8th, I spoke to the assistant of my property manager and was informed by them that they prefer not to reconsider their response because they were afraid of being accused of fraud, which to me seems like an unreasonable reason from their part on not changing their response rather than one that is based on facts (Email attached titled: Gmail - Apartment 3152 12).
- They grossly underestimated the damage of the apartment as they initially believed the repairs would take 2-3 days, but it took 17 days in total to repair the damages. Because of that they initially denied providing rent concession but later reconsidered their decision and ended up providing a rent concession (Emails attached titled: Gmail - Update on progress 5, Gmail - Update on progress 6).
- The property management team initially denied a rent concession with the argument that it would be the responsibility of the insurance company to cover alternative staying arrangements (email attached titled: Gmail - Update on progress 4), proving that they were aligned with the fact that I should seek coverage from MyAssurant (email attached titled: Gmail - Update on progress 4). They then celebrated
- They did in fact provide a demo apartment for us to stay in, which was a failure because it was equipped with an alarm system that went off when we entered.The biggest concern at that time was of the potential for mold as the walls had been wet for over 7 days. This shows that they recognized the potential hazard of staying in the unit at that time.
Based on these facts I would like for this claim to be reconsidered and also would like a copy of the policy. I also believe that my property manager should be better informed on what is considered habitable and not habitable before they hastily make a decision that can affect the outcome of the claim.
I have attached the above mentioned emails here, and also provided images of the flood as well as the walls under construction as supporting documentation in the first message of this thread.
Thank you for taking the time and hope that this case is reconsidered.
Sincerely,
***** ****** ******Initial Complaint
Date:10/03/2023
Type: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.
This complaint is in regards to a cell phone insurance claim. I filed an insurance claim with a Assurant for my son ********s phone back in July 2023. I am the owner of the phone plan and it was ********s phone that was broken. I sent the broken phone back to them in the provided box. I have the tracking number which proves that the device arrived at the Assurant warehouse on July 28. However, they charged my cell phone bill with a $*** fee for “failure to return the phone”. I made several phone calls with a Assurant, and they have admitted that the phone arrived at their warehouse 2 months ago. However, they have still not removed the charge from my cell phone bill. Their excuse to me is “the phone hasn’t been scanned in yet”. That shouldn’t be my fault if they lost or misplaced the phone after at arrived at their warehouse. I should not have to pay that charge. I would like my bill to be adjusted and that charge removed since they have the phone in their possession.Customer Answer
Date: 10/03/2023
My cell phone bill was credited the appropriate amount and I would like to drop this case. It is resolved.Initial Complaint
Date:09/28/2023
Type: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 opened a claim on 8/21/23.
The company has 2 days to respond. They took four. They told me to close my claim and open it again with more information, said my house is old and a storm couldn’t have caused the damage and were hostile and misleading. I had a pipe break with biohazard and water damage, both of which are covered by my policy.
I requested biohazard mitigation services on 8/21/23 in writing with my claim information, and requested ******** ******* of Scranton specifically. I was told by the field adjuster that mitigation services are covered, the field adjuster told the biohazard team to complete the work.
I have not received any information or answers about my claim from the company itself, the mitigation company has not been paid, my repairs are on hold awaiting approval and it has been over a month since my claim was opened. The language of my policy says they have 72 hours to respond to emergency requests for mitigation services that cost more than my policy allows, if they don’t respond they need to pay it all.
Nobody will call me besides that one hostile phone call. I got ONE email demanding the biohazard team remove the charges for biohazard equipment and decontamination and nothing since.
They made two inadequate payments for repairs but nothing for the mitigation service, and have not responded to the estimate for repairs. The payment sent is nowhere near enough to pay for it all, and I have had ZERO communication.
My house needs repaired and paid for, the mitigation bill needs to be paid. The lack of communication is appalling and unacceptable.Business Response
Date: 10/12/2023
October 12, 2023
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 11/06/2023
November 6, 2023
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 11/07/2023
Complaint: ********
I am rejecting this response because:
The claim payment for mitigation has been sent, supposedly for payment in full but no correspondence about this payment in writing has been received. All calls from this company have been after hours, still no contact has been made regarding repairs or repair estimate approval. All requests that correspondence be IN WRITING are still clearly being ignored, even by admission here with mention of phone calls and voice mails here. I will not accept this gaslighting saying I am satisfied, I am not satisfied and will not be satisfied until my house is repaired and put back the way it was before the damages.
the repair estimate must be approved and paid for, repairs must still be approved. I am disgusted with the handling of my claim, and the outright lies I keep seeing here. I will believe this is being handled in my best interests when there is proof of that. So far this has been a nightmare, causing me undue stress and frustration. Disaster blaster says this is the worst handling of a claim they’ve seen in 30 years of business.
I will await approval for my repairs IN WRITING.
Sincerely,
******* *********Initial Complaint
Date:09/25/2023
Type: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 bought insurance for my ** appliance (attached) I have a problem and I am trying to contact Assurance for repair. The website does not accept my policy number nor does their "Chat bot " work. There is no phone number to contact. I want them to honor their agreement and fix my refri**rator. This is the company ** recommends for extended warrantee.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau, Inc.
Southeast Florida and the
Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded
to this complaint but has asked that its response not be published.Customer Answer
Date: 10/02/2023
This complaint has been resolved. I thank you all including those from Assurant for helping me resolve this.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.