Complaints

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

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  American Integrity Insurance Company of Florida

  5426 Bay Center Dr Ste 600 Tampa, FL 33609-3440

  
• 

  American Integrity Insurance Company of Florida

  Servicing SE Florida and the Caribbean West Palm Beach, FL 33407

  
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  American Integrity Insurance Company of Florida

  Address On File Pensacola, FL 32501

  
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  American Integrity Insurance Company of Florida

  Longwood, FL 32750

• 

  American Integrity Insurance Company of Florida

  Serving Northwest Florida Pensacola, FL 32501

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:11/02/2022

  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.

  On September 29, 2022, I filed a homeowners claim with American Integrity for damage to my home caused by hurricane ***. My home suffered damage to the exterior structure, fence, pool cage, furniture, roof and interior ceiling. The damage to the roof caused water to enter and saturate my ceiling. American Integrity and their 3rd party company (Sedgwick) has continually misrepresented my coverages and have yet to settle any portion of my claim or assist in mitigating further damage and debris cleanup. Both advised me on several occassions that my fence and pool cage were covered under ***************** structures) and had a limit of $5900. The approximate cost to replace my fence and repair my pool cage is 3 times the limits under ******************** after reviewing my policy I found that the fence is actually covered under Coverage A - Dwelling which includes structures attached to the dwelling. My fence and pool cage are permanantly attached to my dwelling. Additionally, the insurer advised me that debris cleanup was not covered. I reviewed my policy and found specific coverage for debris removal. Florida statutes prohibit the following unfair claims settlement practices (Fla. Stat. 626.9541(1)(i); Fla. Stat. 624.155(1)):A material misrepresentation made to an insured or any other person having an interest in the proceeds payable under such contract or policy, for the purpose and with the intent of effecting settlement of such claims, loss, or damage under such contract or policy on less favorable terms than those provided in, and contemplated by, such contract or policy.It's now been 33 days and the insurer has yet to verify my coverages or provide me with an estimate. I believe the insurer has unreasonably delayed processing my claim, intentionally misrepresented my coverages and failed to implement procedures in accordance with the Commissioner's emergency order to facilitate efficient payment of claims caused by the hurricane when coverage is clear.

  Business Response

  Date: 11/07/2022

  The adjuster handling your claim has made numerous attempts to contact you, and even your agent, to try to discuss your claim. Please note that your fence is not included under Coverage A of your policy, it is included under ****************** review the special provisions section of your policy and/or speak with your agent for clarification about what is included under Coverage A and Coverage B.
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18344369
  
  I am rejecting this response because an American Integrity adjuster nor manager has contacted me to discuss my policy coverages. They continue to have ********, a third party appraisal company, contact me with no answers. The adjuster at *******, who American Intergrity states "has attempted to contact me multiple times", continues to state "my estimate and coverage is under review". It's been ************************************** of the Special Provision section of my policy. This is information I've been seeking since my claim was filed yet they refused to contact me even today.

  On 10/5, I hired a roof company to tarp my roof to protect it from any add'l water entering my home. On 10/6, the appraiser ***************************** called us to advise that he would be out to inspect the home on 10/11 but the tarps could not be on the roof for him to inpsect. That same week I had adjusters from American Integrity/******** telling me that it was my duty to mitigate my damage and I had to tarp my roof or I would be responsible for any further damage. The area continued to have rain and my ceiling already had water damage but American Integrity/******** continued to contradict themselves by telling me 2 different things. Now, I received a call from ************* adjuster" yesterday (11/8) just so she could advise me once again that my "estimate/coverage is being reviewed" and then asked me if I have pictures of my roof. Once again they have dropped the ball on my claim and caused an unnecessary delay as their appraiser, *****************************, inspected my roof on 10/11 and stated he would lift the tarps to take photos and asked me to send him all the photos I had. He NEVER told me that tarps needed to be removed at that time or anytime afterwards. Additionally, I provided the name and number of the roofing company who installed my tarp to my adjuster and the appraiser numerous time along with the hotos I had and they just now, 40 days later, are acting like they never received them and need photos to process my claim. 
  
  The Commissioner for the Office of Insurance Regulation issued an emergency order on 9/28 that's applicable to all insurance companies that are subject to the Florida Insurance Code and that serve any portion of the area of the state under the state of emergency. The order provided that "all insurers and regulated entities implement processes and procedures to facilitate the efficient payment of claims. This includes critically analyzing current procedures and streamlining claim payment processes as well as using the latest technological advances to provide prompt and efficient claims service to policyholders."  It's been 40 days and American Integrity has failed to implement procedures in accordance with the Commissioner's emergency order to facilitate efficient payment of claims due to the hurricane, particularly when there are no coverage issues and my policy is active.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2022

  ******************, your adjuster should have reached out to you to provide you with a status update regarding your claim. Thanks.

• Initial Complaint

  Date:10/28/2022

  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.

  American Integrity Insurance is deliberately attempting fraud with regards to Wind/Water/Hurricane damage from ***. Our policy includes mitigation, contents, loss of use, compliance coverage. We have a separate policy for flood damage. We had both Flood damage and loss of roof resulting in water damage to our home from above. *** wants to try and claim that all or most of the damage should fall under flood. But, unless rain water magically stops falling at the point it reaches the holes in our roof top, they have an obligation to cover our loss of use, mitigation, damage to interior, including roof, ceiling, dry-way from past the flood area and up, They have an obligation to cover outlets impacted from roof/water damage, air condition duct work, insulation replacement, appliances impacted, furniture impacted, exterior soffits and gutters, replacement roof, replacement of damaged screens/lanai replacement of damaged fence, plants damaged, outdoor lighting damages etc. They are acting in a fraudulent manner trying to convince us to take their ridiculously low settlement by saying that later we can reopen the claim to add in the more than $10,000 we've already paid for living expenses and mitigation. They are having people from another more aggressive adjusting firm call us and represent themselves as being from AII. They have not answered our questions that we emailed over two weeks ago. They are trying to put everything on us, without offering us concise direction on what we do to satisfy the requirements of our insurance policy. They are basically playing games saying after the adjuster comes we can remove the wet and damaged stuff from the home. Yet, when the adjuster does come he says he can only notate damage he sees. How is that a reasonable way to determine actual damage? Now, at our expense they seem to want to send out an engineer to determine if the damage is flood or wind/rain. Why didn't they do that before? What is the point of an adjuster

  Business Response

  Date: 11/02/2022

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

  Were so sorry that your home has experienced damage after Hurricane ***. According to our records, our Vice President of Claims, ********************* has reached out to you directly to provide you with more information regarding your claim.
  Our Claims Manager has reassigned your claim. It is very common to utilize third party adjustment companies in cases of large events.This helps with volume and timeliness of the claims process.

  You have also been approved for temporary living expenses to assist your recovery.

  We are in the process of approving the estimate for damages and this should be completed soon. Once the estimate is approved, your adjuster will contact you with information regarding next steps. An engineer has been assigned to determine the cause of the damages. In the meantime, we will pay the undisputed damage as soon as possible while we continue the investigation of the claim.

  If you should need anything else related to your claim,please reach out to your adjuster. Thank you for being a valued member of the American Integrity family. We look forward to helping you recover as quickly as possible.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18327260
  
  I am rejecting this response because:

  This is a continuation of an issue with American Integrity Insurance after Hurricane ***. AII held our home owners insurance as well as our Hurricane/ wind insurance. We had a separate policy for flood. Hurricane *** hit our home in ********** and took off about 1/2 of our roof. Water from the Hurricane came in both from the open roof as well as from the rising waters. Our policy with AII includes Loss of use as well as ordinance coverage, wind damage etc. It has been nearly two months and we are just getting the run around from AII. Loss of use or Alternative Living Expenses has not been paid to date. The latest response was on 11/15 from our rep. who said she would check in on our receipts submitted for reimbursement and nothing since. They want to schedule an Engineer to go out but that person is out until end of December or early January. The policy covers any damage that was a result of the wind/Hurricane and AII just wants to blame all of the water damage on the flood. The water that came in from above - saturated our ceiling where rooms have the ceiling lying on the furniture or floor. The water and debris ended up on furniture, in appliances, in our duct work, our AC system our lighting, our outlets and drywall etc. The wind also caused damage to our gutters/soffits/fencing/ landscaping/patio lanai. AII is a fraud. They spend more time trying to play the system, hoping that people will give up, rather than pay the claims and do the legal/responsible thing per the policy. The engineers are employed by them so of course they are going to do and say what they want them to do and say. And sadly, our government has prevented us from seeking attorney fees (the people) and this makes it so most people can't afford to **** The insurance companies know this. It is very, very sad.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/28/2022

  ********************,
  
  Our records indicate that your claims payment was issued on 11/25/22. We contacted your private adjuster regarding the settlement. We will be providing a payment summary letter detailing all coverages. Please reach out to your adjuster if you have any questions.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18327260
  
  I am rejecting this response because: This company is simply playing games with regards to Loss of Use and reimbursements.  I have an email from the company as of today and nothing has been stated about payment being made.  In fact, they make the statement that it is all still under review. Please see attached.  

   

  Why is it necessary to determine my costs to travel there, how often I go there etc.?  I have coverage for loss of use and the home is not livable.  I was there the day before the Hurricane hit and therefore any travel back and forth to oversee the repairs is additional expenses incurred.  It does not matter that I own other properties.  In fact, that is none of their business.  They didn't list that in the policy that I would only have loss of use coverage if I didn't have other properties.  

  What does incurred mean also?  I've incurred damage that makes the house unlivable. 

   

  American Integrity Insurance should have to face a class action lawsuit.  They know that the average person when displaced from their home due to a covered peril, do not have the funds in savings to pay for alternative living expense.  By making a statement that it has to be "incurred" and asserting that "incurred" means paid out of pocket and reimbursed, most people simple can't.  They have to go live with family or friends or in a "dump" because that is all they can afford extra.  The insurance company makes up this rule because they know by waiting for months for reimbursement or not giving them an advance etc. makes it so they  can't make the expenditures and therefore are not reimbursed and the insurance company wins out, not the insured.  

  My definition of "incurred" is I suffered a loss when the wind damaged my home and made it unlivable. 

  Lastly, you can see from the attached letter, they are making up stipulations that are not present in the terminology of the policy.

  ***** would need to ascertain when you normally reside at the home in Florida.  (that is not stipulated in the policy)

  That would be a  payment issued to either the person or company you decide. (this is not stipulated in the policy)

  That payment could not be an advance payment (this is not stipulated in the policy)

  The *** coverage would pay for expense above your normal expense. (The policy reads: Additional Living Expenses meaning any necessary increase in living expenses incurred by you so that your household can maintain its normal standard of living when a loss covered under this Section makes that part of the residence premises where you reside not fit to live in.)  I believe that the insurance company should have to pay a monthly amount for me to reside in another home out of state as I have lost the use of the home in Florida and that is what Loss of use covers.  I am happy to submit them a monthly bill for that reasonable cost.

  We will just need to determine your normal travels to Florida and can work with the home coordinator on finding somewhere to stay. (why?  Where in the policy does it state this? If they cannot help to find me a residence near the home that was destroyed that will offer us the same quality of use along with having four dogs and one cat, then we would have to travel from elsewhere and it is an added expense and should be covered).

  ***. It is an incurred expense opposed to paying upfront. (again, an incurred expense can be determined simply by the fact that the loss of use has incurred.  Paying upfront simply is an advance on money that will have to be oulaid because a loss has been incurred.  I believe AII is using the word "incurred" as a definition of money spent, but actually incurred should be applied to the peril "loss of use".  

  No matter, receipts have been submitted and payment is still not received and per the attached, still under review so it appears that one or the other are not accurate or truthful.  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/24/2022

  Type:Order 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.

  American Integrity insured my property on June 6th, 2022. I insured it as a single family home since I was told my HOA cancelled or had the master policy cancelled for phase 3. For this reason, I paid more to insure my entire property and structure. Unbeknown to me American Integrity cancelled my policy early September. I bought this policy through my Allstate agent which was notified via email and confirmed by American Integrity. I did not receive a cancellation notice from American Integrity nor did my Allstate agent contact me about the cancellation. I found out by chance when I contacted American Integrity on Monday, September 26th to ask about my policy since hurricane *** was coming toward S/W Florida. Then I found out it was cancelled on Sunday, September 25th. I also found out a state moratorium was put in place (September 25th) that would not allow me to buy insurance from any other company until after the hurricane hit Florida. I now have NO insurance and I cant add insurance. Something is unethical that an insurance company can cancel my insurance for having more than 20% of my roof (as flat). My roof was replaced on 2018. I live in a quad condo and I bought a single family home insurance so I could be sure my roof and structure would be covered in case of a hurricane or any other bad event. A single family home policy basically means that my Townhouse should stand alone and fall under my insurance policy. How can they cancel my policy for a flat roof? I insured 100% of my 25% of the condo roof top. Lastly, on October 19th, American Integrity sends me a full years premium back in a check. Something is very unethical and basically illegal an insurance company can cancel my policy the same day a state wide moratorium preventing me from getting insurance to protect my asset and home. For the above reasons, American Integrity has NO integrity and will most likely be sued for the damages that should have been covered under my policy.

  Business Response

  Date: 11/01/2022

  Dear **************,
  
  Due to industry-wide issues facing Floridas home insurance market, we adjusted our product guidelines earlier this year. Our underwriting team has 90 days to review a policy once its been bound to ensure that it meets our guidelines.After reviewing your policy, we realized that it did not qualify and we sent you a policy cancellation notice on 8/31/2022 to notify you accordingly.
  
  The timing of our cancellation coincided with the Emergency Order issued by the Florida Office of Insurance Regulation due to Hurricane Ian.  As a result, we have temporarily reinstated your policy.
  
  Because this reinstatement is temporary, we encourage you to reach out to your agency to discuss the circumstances surrounding your policy and receive assistance in obtaining longer-term coverage for your home.

• Initial Complaint

  Date:10/21/2022

  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.

  I got some damages from hurricane ***. y insurance adjuster keeps ignoring my email and calls for no reason. I need help. I called customer service but they won't help me at all.The adjuster refuses to pick up my calls, text, voicemail, and emails. As we have damages in the house no one came over to take a look at it,

  Business Response

  Date: 10/25/2022

  Dear *****,
  
  Were so sorry that your home has experienced damage after Hurricane ***. According to our records, your adjuster spoke to you on 10/21,but we will have a member of our Claims Team reach out to provide an update.CHO-00132391 was a duplicate claim and thus has been closed. If you should need anything else related to your claim, please reach out to your adjuster.
  
  Thank you for being a valued member of the American Integrity family. We look forward to helping you recover as quickly as possible. 

• Initial Complaint

  Date:10/13/2022

  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.

  I have been calling American Integrity insurance since Hurricane ***. They say call my adjustors. I did that number was disconnected, I called them back and they gave me another number so ive called emailed / texted several times and still have not not heard from anyone. I have water damage and broken windows in my home and am not allowed to do any repairs until the insurance company comes. I need to stop the mold from totally ruining my home. They need to at least acknowledge my issue and give me a date of inspection...this is ridiculous!*********************

  Business Response

  Date: 10/17/2022

  **************,
  
  Were so sorry that your home has experienced damage after Hurricane ***. According to our records, we have made contact with you about this claim and your adjuster has been assigned. If you should need anything else related to your inspection, please reach out to your adjuster.
  
  Thank you for being a valued member of the American Integrity family. We look forward to helping you recover as quickly as possible. 

• Initial Complaint

  Date:10/06/2022

  Type:Order 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 am writing a complaint against American Integrity. My policy (AGH0427420) is a 12 month policy that began on 12/02/21 and expires on 12/02/22. The company is exploiting Hurricane victims. The company renewed my policy 5 days after the hurricane on October 3rd. The policy has increased substantially. Under the initial policy, my deductible for Hurricane was $4,580 and now it has been increased to $5,740. I do not agree with this increase. My policy should not increase before the 12 month period has expired.

  Business Response

  Date: 10/12/2022

  ********,
  
  Home insurance premiums are skyrocketing in Florida due to roof claim abuse and excessive litigation. This is an industry-wide issue, and all Florida homeowners are paying the price. We are hopeful for legislative reform that will stabilize the industry and mitigate rate increases for Florida homeowners.
  
  We send out renewals 60 days in advance so you have time to review your documents and make any changes. We encourage you to reach out directly to your American Integrity Insurance Agent to discuss your renewal and to see if you qualify for any of our discount options to reduce your rate.

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service 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 was asked, through my insurance agent, to obtain a 4 point inspection and wind mitigation study on an income property or risk cancellation of my insurance policy, which I completed in July of 2022. Upon reviewing the inspection report, American Integrity issued a cancellation notice, stating that the roof of the home was damaged. The roof is less than 5 years old, which I provided paperwork for. They then claimed that an awning needed repair and a tree that hung over the roof needed trimmed. This work was complete with photos and receipts provided. They then claimed that there were corroded pipes, but upon inspection with a plumber who walked the entire Property, he found no corroded pipes and took photos. The pipes were all copper. All of which were submitted to American integrity by their deadline of September 25th. With the hurricane ***, I am eager to confirm the policy is in good standing given we complied with all issue by their deadline. Both I and my insurance agent were told that they could not confirm due to the hurricane coming. In fact, their phone line has a recorded message stating the office was closed due to a meeting. This is not acceptable and seems fraudulent. I would like a response that my policy, AGD30481291 is in good standing given all issues were addressed by the deadline.

  Business Response

  Date: 10/10/2022

  *****,
  
  Your policy has been reinstated as of September 25, 2022. Please reach out to your American Integrity Agent directly if you have questions regarding your policy coverage. Thank you.

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  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.

  My father had a home owners policy with American Integrity and passed away a month after taking out the policy. The home was then sold and we have been trying to get a refund since May 2022 and have received nothing but the run-a-round. The agent continues to tell me the check is in the mail, but I have been hearing that for over 2 months. I would just like my refund and to get this issue behind me.

  Business Response

  Date: 10/10/2022

  *****,
  
  We were able to find your policy in our system, but could not find the policy for your fathers property. We will have a member of our ************* Team contact you directly with the phone number provided, or you can also call us directly at  **************.

  Customer Answer

  Date: 12/20/2022

   
  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. If you could please show it as resolved, I would really appreciate it. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2022

  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.

  I was informed yesterday, 8/29 that my home owners insurance was being cancelled as of 8/27, by the company listed here.The reason I was given was:A roof in a state of disrepair or with existing damage is ineligible;- Roof exceeds typical life expectancy - Roof is worn I had an inspection completed November 2021, which included the roof, and there were no issues found. No representative from the company came to my residence and inspected the roof to determine the actual state of the roof.I was also not given any time to search for a new insurance policy, in the middle of hurricane season.Florida's property insurance market may be in a "crisis" as the person that will reply to this complaint will say, however, American Integrity seems to be contributing to the "crisis" by proactively cancelling homeowner's policies before they can do something to address the issue for which they are cancelling the policy, or giving the homeowners any time to secure a policy with another provider.The options this company is giving its former customers after the cancellations is not acceptable.I expect a full refund of the amount in which was taken out of my escrow account for the yearly policy on August 9, 2022, in the amount of $1,924.09, not a pro-rated amount, and for the company to cover at least half of my premium for the policy I find with another company.I will accept nothing less than this as a resolution.

  Business Response

  Date: 09/07/2022

  According to our Underwriting inspection,your roof is no longer in good condition. However, the non-renewal notice we sent you has an effective date of 08.27.2023  one year from the date it was mailed to you, with the goal of giving you time to replace your roof. Your coverage with us is in force until next year. There is no need for a refund unless you request to cancel your policy before then.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17912992
  
  I am rejecting this response because:

  I have the inspection results that specify that the roof is in good working order. I will not accept any response from the company stating otherwise, as they have not come out and inspected it themselves. 

  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/13/2022

  I have a physical copy of it, but not ********** would have to go have it scanned. I will make time to do that in the next day or so.

  Customer Answer

  Date: 09/16/2022

  Attached is the inspection that was completed 11/18/21.

  Business Response

  Date: 10/03/2022

  ****************,
  
  Please share your roof inspection report with your agent. He or she can submit it to our Underwriting team and discuss your account with us on your behalf. Thank you.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17912992
  
  I am rejecting this response because:

  I already sent my inspection report on 9/18. 

  I also have another inspection being completed this Friday, just in case the company above attempts to say that it is not valid.

  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2022

  Please share this information with your adjuster as soon as possible. Thank you.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17912992
  
  I am rejecting this response because:

  I am not accepting this as an answer.

  In the past two years, I have replaced all flooring, lights, kitchen and bathroom fixtures, windows, doors, hot water heater, AC, and I am actively replacing my privacy fence. I had an inspection completed on the house, including the roof in November, I specifically asked the inspector to look at it. That inspection was an issue the entire duration of the refinance process. I refuse for it to be an issue again.

  I will not accept any response from the company stating that the roof is in a state of disrepair, even if it is 15 years old. Someone already said, in writing that it was in good working order.

  I am having the inspection completed this Friday for my own piece of mind, to confirm what I was already told, but I will not be sending it in. 

  I have been civil up to this point. It's time for you guys to do your job. Review the inspection that was completed already, and remove the non-renewal from my account.

  I have already spoken to legal counsel, and they specifically told me that because my roof was inspected already, I have a case, and only because of that. So, even though the home insurance market in Florida is in shambles, I will not back down. 

  So either make this right, or all further correspondence will be through legal counsel.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2022

  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.

  After taking our money for two years and nearly doubling our rate in year two, American "integrity" has decided to non-renew the policy for no particular reason beginning in 2023. The reason stated is "catastrophe exposure management." Which is, in the opinion of myself and industry experts I asked, a convenient and made-up new term to describe a roof greater than 15 years old after the Florida legislature cracked down on the insurance companies for making up excuses related to roof age. My roof is made literally of concrete and under the concrete is another layer of waterproofing membrane a quarter inc thick, and is 16 years old, and I have it annually inspected. My house is 95 years old and is is framed of block on interior and exterior walls. Its "effective age" is 2001 from the tax office due to every single system having been gutted and replaced. There is a stone wall around the house. I wish I had used a real insurance company that I have heard of instead of wasting two years of premiums with this bogus profit machine.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Florida's property insurance market is in a crisis - five companies have gone out of business this year alone, and many others have stopped writing new business in our state. We are prudently managing our exposure to remain a viable market in Florida until this crisis subsides.
  
  We understand your frustration and encourage you to speak to your agent to find replacement coverage and to reach out to your legislators to encourage them to support reform that will stabilize Florida's property insurance market.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement submitted by the respondent does not contain any material response to any question or complaint contained my inquiry, but I realize that hoping for a human response is a fool's errand with the respondent.
  
  
  Business Response /* (4000, 10, 2022/08/17) */
  We understand your frustration. Until we get meaningful legislative reform that curbs roof claim abuse, Florida's property insurance crisis will continue. Unfortunately, consumers are paying the price for this issue in the way of higher premiums.
  
  We encourage you to reach out to your agent to help you find coverage in this challenging market.