Complaints

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

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  Monarch National Insurance Company

  3490 Martin Hurst Rd Suite 200 Tallahassee, FL 32312

  
• 

  Monarch National Insurance Company

  PO BOX 13239 Tallahassee, FL 32317

  
• 

  Monarch National Insurance Company

  1 E Broward Blvd Suite 700 Fort Lauderdale, FL 33301-1876

• 

  Monarch National Insurance Company

  PO Box 407193 Fort Lauderdale, FL 33340-7193

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My name is ******** *****. I am a homeowner in Miami, FL and I experienced some water coming in my home during a recent storm. On May 5th, 2025 I called my home insurance company Monarch National Insurance. The representative filed my claim and offered mitigation service as a Monarch client. I accepted as he led me to believe it was a service offered to prevent further damage to the home. He contacted the company directly to coordinate. He instructed me to wait for their call as they needed to speak to me to set on a date to come tarp my roof. I later received a phone call from ******, Monarch’s preferred vendor. The representative scheduled for a crew to come to my house and stated I needed to be present. I said no problem. I was later called again and missed the call. ******’s voicemail states I needed to sign on behalf of Monarch insurance. Again, I was led to believe this is a service offered by Monarch. Upon crew arrival, a gentleman presents their phone with a signature line. Didn’t present paperwork to read prior to. I was signing as instructed on behalf of Monarch. After installation, I received an email from ****** on May 7th with invoice and a contract with my signature on it. I was never presented with any paperwork prior to otherwise I’d question it and call Monarch. I immediately emailed the Monarch claims representative. I had a conversation with them and they stated I was responsible for that payment should the claim be denied. I expressed how the claim representative stated it was available to me and coordinated it. He stated the claim is in review still and should the claim be denied I’d be responsible. After Monarch field adjuster came to inspect my roof, ****** was onsite again requesting I sign the phone so they can lift the tarp so adjuster can investigate. Again I had to sign with no paperwork presented. I later received a denial letter from Monarch on May 19th. I received an email from ****** demanding payment. ****** has filed a lien.

  Business Response

  Date: 06/20/2025

  *** *****,
  thank you for bringing your concerns to our attention. We take policyholder
  concerns seriously and appreciate the opportunity to address them. As a general
  business practice, we refrain from providing detailed responses on this forum
  due to privacy concerns. Please let us know if you need additional assistance.

  Business Response

  Date: 07/03/2025

  *** *****,
  thank you for your response. We reiterate that we are unable to disclose claim
  details on this forum due to privacy concerns. Notwithstanding, we will
  continue to work with your attorney in an effort to bring this matter towards a
  resolution.

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter has been turned over to attorney for resolution.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hurricane ****** damaged our home on 9/26/24 and we filed a damage claim with Monarch National Insurance Company with whom we had an active flood insurance policy. At the time of the event we had building coverage with a $5000 deductible and content coverage with $0 deductible. All of our insurance paperwork clearly confirmed this coverage. On 12/18/24 we received settlement checks from Monarch that showed they deducted a $5000 deductible for building and a separate $5000 deductible for content damage. We contacted Monarch and advised that all of our policy documents reflected that we did not have a deductible for contents. They stated that our policy was revised on 12/3/24 to reflect a $5000 deductible for contents and they processed the damage claim with that revised policy. We asked that Monarch reimburse us for the $5000 deductible they deducted for contents and they refuse.

  Business Response

  Date: 01/28/2025

  ********** thank you for bringing your concerns to our attention. We take policyholder concerns seriously and appreciate the opportunity to address ******* a general business practice, we refrain from providing detailed responses on this forum due to privacy concerns. Notwithstanding, we appreciate your time discussing your claim. Please let us know if you need additional assistance.

  Customer Answer

  Date: 01/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22784182

  I am rejecting this response because it is not  in agreement with our insurance policy and declaration page in place at the time of the event.  We were not asking Monarch to negotiate our policy but to stand behind the policy in place on 9/26/24.  

  Thank you.
  Regards,

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

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unbelievably terrible service and shady business practices from Monarch. I was stuck with them from the insane Florida seemingly required third party insurance sales… They tried to force me to write statements pre-agreeing to allow them to weasel out of paying for expensive portions of possible future claims before I even signed on with them. They harassed me from the start about paperwork such as previous insurance closure documents, which makes no sense at all and then cancel on me within 3 months after accepting the policy with less than 30 days notice because I did not get back to them in time due to work requirements leaving me rushing to find new insurance for my mortgage company. They accepted my policy then changed their mind for no legal or valid reason and leave me in a difficult situation. I am asking for a full refund of my Escrow payment for their lack of reading own policy terms and opening the policy to only later change their mind with less than any reasonable standard amount of days of notice. They will be making this right or hearing from my attorneys. I would hate to know how they would treat their customers in their reaction to a claim.

  Business Response

  Date: 07/09/2024

  Mr. *******
  thank you for bringing your concerns to our attention. We take policyholder
  concerns seriously and appreciate the opportunity to address them. As a general
  business practice, we refrain from providing detailed responses on this forum
  due to privacy concerns. Notwithstanding, we appreciate your time discussing the
  resolution of this matter. Please let us know if you need additional
  assistance. 

  Customer Answer

  Date: 07/10/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because the company did not address the lack of even 30 days notice or attempt to address any issues with the customer prior to immediately attempting to cancel the policy on the unsuspecting consumer. Whereas it is the company’s responsibility to read through the responses on their application paperwork and the onus is on them to provide any concerns or issues up to the consumer prior to accepting a policy, it is a harmful business practice to unsuspectingly and in reasonably cancel home owners insurance policies on consumers without prior notice of such intent, and with insufficient time for them to obtain a new policy when the policies are paid through escrow with a mortgage company. This created harm to me by causing undue and unnecessary stress and wasted my time working to resolve the matter without assistance from the business until the complaint was made.

  
  

  very respectively,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monarch National Insurance company failed to pay for repairs as documented in their home inspection report and in the repair estimate provided by Nationwide Exteriors aka National General Contracting of *******, *******. Monarch has delayed this matter causing our home to be vacant while waiting for payments needed for home repairs.

  Business Response

  Date: 05/07/2024

  ******************,thank you for bringing your concerns to our attention. We take policyholder concerns seriously and appreciate the opportunity to address them. As a general business practice, we refrain from providing detailed responses on this forum due to privacy concerns. Notwithstanding, we will continue to work with you in an effort to resolve your claim.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home has a leak and it's getting worse day by day. I noticed a leak in my home in about July I called and filed an insurance claim about August, my insurance company is monarch I filed an insurance claim with them. the company sent out an inspector and an engineer, it's been weeks and I have not received a phone call about the update on the claim. I have called multiple times, only to get call dropped, hung up on, and constant run around, I have left several voicemails and no response.

  Business Response

  Date: 10/12/2023

  ************,thank you for bringing your concerns to our attention. We take policyholder concerns seriously and appreciate the opportunity to address them. As a general business practice, we refrain from providing detailed responses on this forum due to privacy concerns. Notwithstanding, we appreciate your time discussing your claim resolution. Please let us know if you need additional assistance.

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a rental property in ******* and the insurance company issued me a refund of $581. The problem is that the check was written to the "****** ** **** ********" because my deceased husband was the name of the Insured on the policy. When I went to the bank to try to deposit it, I was told I needed an account that specifically said "****** ** **** ********". We have never had an account with that name. The bank tried to help by calling the insurance company and seeing if they could issue another check, but they refused and said they couldn't. I am a 78 year old widow and I feel like they are taking advantage of me. I just want them to issue a $581 refund check to **** ******** (not the ****** ** **** ********). With the death certificate, I will be able to deposit the check into my account.

  Business Response

  Date: 10/11/2023

  **** ********,
  thank you for bringing your concerns to our attention. We take policyholder
  concerns seriously and appreciate the opportunity to address them. As a general
  business practice, we refrain from providing detailed responses on this forum
  due to privacy concerns. Notwithstanding, we appreciate your time discussing the
  resolution of this matter. Please let us know if you need additional
  assistance. 

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Under Valued Claim # ***********
  This Claim for Damage By Hurricane Ian has been very Under Valued by *** *** *********.
  ***** ****** & **** ****** *** ******* *** ******* **** ******* *****; Policy # ***************** has done everything possible to protect the property while both working 60 plus hours a week. The Adjusters at *** *** do not return calls, are unprofessional, their voice mail is almost always full. Claims & Invoices have been summated for mitigation from water damage, leaking windows and doors, gutters & soffits, new Drywall reinstall; and funds have not received to conduct repairs to the interior of the home. Dry Wall needs to be removed and repairs need to begin, but *** ***’s delays and using the excuse that they are so busy for not sending funds for repairs is unacceptable. Immediate action needs to be taken by *** *** so that the homeowner can get his home repaired. Please take action to help the home owner.
  
  ***** & **** ****** ************

  Business Response

  Date: 08/11/2023

  *** ******* thank you for bringing your concerns to our
  attention. We take policyholder concerns seriously and appreciate the
  opportunity to address them. As a general business practice, we refrain from
  providing detailed responses on this forum due to privacy concerns.
  Notwithstanding, we appreciate your time discussing your claim, and we will
  continue to work with you to bring this matter to a resolution. Please let us
  know if you need additional assistance.

  Customer Answer

  Date: 08/22/2023

  Monarch National has not provided funds to repair the extensive damage to half the house namely the master bedroom and bath ceilings, walls, electrical, contents, demolition, flooring, living room damage, leaking doors and windows with wind and water damage. Nothing but delay and excuses. It has been 10 months since the claim was filed with Monarch National and they are using delay tactics with third party adjusters not to pay the claim, In the mean time the ****** ****** is traumatized with the amount of repairs that have not begun. This is not right.  

  Business Response

  Date: 08/25/2023

  ***
  ******, thank you for your response. We reiterate that we are unable to
  disclose claim details on this forum due to privacy concerns. Notwithstanding,
  we appreciate your additional time and participation spent working with us to
  bring this matter towards a resolution. 

  Customer Answer

  Date: 09/01/2023

  MSeptember 1st, 2023   
   
   Monarch National *************
  ***** & ****  ****** 
  
  The Third Party Desk Adjusters that
  Monarch National hired are using delay tactics to withhold funds from *****
  & **** ****** so they can repair their home. The Desk Adjusters have been
  Unfair and Unreasonable.  The Desk Adjuster ***** ****** keeps using Terms
  like "Review" and Q & A (Questions & Answers), Promising
  processing funds that never develop. The current situation in a nut shell is
  that the Master Bedroom, Bathroom,Living Room, Damaged Windows, Doors, Flooring
  have not been repaired and the water damage above the ceiling, around the
  window frames,  behind the walls, and under the flooring has gone from
  black water to something more serious and this is a result of Monarch National
  not providing funds for repairs. 
  The ****** Family needs your help,
  Please reach out to Monarch National Company Management and not the Third Party
  Desk Adjusters who were haired to Under Value claims and not pay home owners
  what is due them to get their lives back. The most recent hurricane Idalia did
  bring heavy wind gusts and excessive rain to ******* **** this week and caused
  fear and nervousness for the ****** Family. This is a dire situation, a family
  who only wants their home repaired.
       Yesterday was a
  scheduled phone call at 10 AM that was promised to have updates and answers for
  starting repairs, instead ***** ****** Kept repeating over and over again the
  key words in their script, "Review" "Q & A" 
  
  Below is an email form ***** ******
  to ***** ****
  We requested a phone call from *****
  **** that never happened
  The Field Adjuster report was
  completed weeks ago and we have requested a copy and ***** ****** will not
  share this information. 
  
  Good
  Morning ****** ****,
  
  I
  just spoke with Mr. ****** and *** ******,  I advised that we are still
  waiting for the revised estimate to come back from QA and that as soon as we
  have that estimate we will issue any undisputed and send them the approved
  revised estimate. We also went over their options if there are still any items
  in dispute after we receive the revised estimate, such as a possible release,
  mediation, or appraisal. Mr. ****** and *** ****** have requested to have a
  phone call with you to discuss further, but they are only available for about
  an hour and a half longer.
  
  Thank
  you for your time!
  
  
  ***** ******
  Homeowners Claim
  Examiner
  Representing Monarch
  Insurance Company
  ** ******* * *******
  Email: ************************
  Phone: ************ **** ****
  ** *** *****
  ************ ** *****
  
  ore Information...

  Customer Answer

  Date: 09/01/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:MSeptember 1st, 2023     
   Monarch National ************* ***** & ****  ****** 
  
  The Third Party Desk Adjusters that Monarch National hired are using delay tactics to withhold funds from ***** & **** ****** so they can repair their home. The Desk Adjusters have been Unfair and Unreasonable.  The Desk Adjuster ***** ****** keeps using Terms like "Review" and Q & A (Questions & Answers), Promising processing funds that never develop. The current situation in a nut shell is that the Master Bedroom, Bathroom,Living Room, Damaged Windows, Doors, Flooring have not been repaired and the water damage above the ceiling, around the window frames,  behind the walls, and under the flooring has gone from black water to something more serious and this is a result of Monarch National not providing funds for repairs. 
  The ****** Family needs your help, Please reach out to Monarch National Company Management and not the Third Party Desk Adjusters who were haired to Under Value claims and not pay home owners what is due them to get their lives back. The most recent hurricane Idalia did bring heavy wind gusts and excessive rain to ******* **** this week and caused fear and nervousness for the ****** Family. This is a dire situation, a family who only wants their home repaired.
       Yesterday was a scheduled phone call at 10 AM that was promised to have updates and answers for starting repairs, instead ***** ****** Kept repeating over and over again the key words in their script, "Review" "Q & A" 
  
  Below is an email form ***** ****** to ***** ****
  We requested a phone call from ***** **** that never happened
  The Field Adjuster report was completed weeks ago and we have requested a copy and ***** ****** will not share this information. 
  
  Good Morning ****** ****,
  
  I just spoke with Mr. ****** and *** ******,  I advised that we are still waiting for the revised estimate to come back from QA and that as soon as we have that estimate we will issue any undisputed and send them the approved revised estimate. We also went over their options if there are still any items in dispute after we receive the revised estimate, such as a possible release, mediation, or appraisal. Mr. ****** and *** ****** have requested to have a phone call with you to discuss further, but they are only available for about an hour and a half longer.
  
  Thank you for your time!
  
  
  ***** ******
  Homeowners Claim Examiner
  Representing Monarch Insurance Company
  ** ******* * *******
  Email: ************************
  Phone: ************ **** ****
  ** *** *****
  ************ ** *****
  
  ore Information...

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/08/2023

  *** ******* thank you for your response. We reiterate that we are unable to disclose claim details on this forum due to privacy concerns. Notwithstanding, all known and substantiated claim items that have been submitted to date have been addressed at this time. We appreciate your additional time and participation spent working with us to bring this matter towards a resolution. 

  Customer Answer

  Date: 09/13/2023

  Many of the windows in the home have been damaged by the 179 MPH Sustained winds and the 219 MPH gusts plus the two tornadoes in the area. The two Field adjusters did not try to open every window and door in the house as I recommended during their inspection. Monarch National third party desk adjusters want to patch and lubricate the windows, that is unreasonable, and will not work.  All the windows and doors need to be replaced so they all match. The Desk adjusters refuse to pay any *** for when the ****** ******, * ****** *** * * **** *** needed to go to a hotel for a couple of days to get showers, food, and cool down. The house was unlivable for a couple of weeks with not water, no electric, no AC and food tossed out from no refrigeration. The ******* ******** ***** under The ********* direction were no help at all after the Hurricane. They were only here for a photo opp weeks later, their words not mine.  These Delays by Monarch National to help repair the home cost everyone more money. No one is holding them accountable for cheating the home owner out of the insurance coverage they paid for. Monarch National wants the funds to trickle in so not to hurt their monthly profit and loss statements. 

   

  Customer Answer

  Date: 09/20/2023

  We are Still working with the insurance company to get the windows and doors replaced, Monarch National wants to replace some of the windows but then they would not match, The Majority of the windows and doors were damaged, we had 179 MPH sustained winds and 219 MPH Gusts, everyone on our street has damage to their windows from Hurricane Ian and they had to have them all replaced. The Desk Adjusters keep slow rolling the claim when they know they have to pay for the damages. The Field adjusters are always on the side of the insurance company because that is who pays them. .