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

  Longwood, FL 32750

• 

  American Integrity Insurance Company of Florida

  Serving Northwest Florida Pensacola, FL 32501

• 

  American Integrity Insurance Company of Florida

  Serving Northeast Florida and the Southeast Atlantic Jacksonville, FL 32207

• 

  American Integrity Insurance Company of Florida

  Servicing Central Florida Longwood, FL 32750

  

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:09/12/2024

  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.

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

  Business Response

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/10/2024

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

  Business Response

  Date: 09/12/2024

  Dear Ms.
  *******,

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

  Business Response

  Date: 09/12/2024

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

• Initial Complaint

  Date:07/08/2024

  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.

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

  Business Response

  Date: 07/26/2024

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

  Customer Answer

  Date: 07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair 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.

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

  Business Response

  Date: 05/01/2024

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

  Customer Answer

  Date: 05/02/2024

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

  Business Response

  Date: 05/03/2024

  ****************, 

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

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/12/2024

  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.

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

  Business Response

  Date: 03/15/2024

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

  Customer Answer

  Date: 03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2024

  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.

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

  Business Response

  Date: 03/11/2024

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

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

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

• Initial Complaint

  Date:01/22/2024

  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.

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

  Business Response

  Date: 02/13/2024

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

• Initial Complaint

  Date:12/28/2023

  Type:Billing 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 received a bill from my mortgage company for a escrow shortage of $2,937.40. I received a letter in August from American integrity stating that due to a 25 % increase in inflation my payment would be going up $1,528.00 in October. It talked about a coverage change but I did not authorize a coverage change in my policy. ********, I believed that the $1,528.00 would increase by payments made over 12 months. I did not authorize a change in my policy and didn't believe this pertained to me specifically. My mortgage payed the escrow amount of ********. This policy started 10-14-23 acording to my decleration page. How is it possible that I owe this much money on this short amount of time. When it's only December. I am a single parent. I live in a mobile home. I am disabled on a fixed income and cannot afford to pay back my mortgage company for something I didn't change or approve. I have had American integrity for the past 7 years and have had no issues with them in the past. Please explain to me how this happened? I believe they increased my policy from $50,000 coverage to $100,000 coverage without my approval.

  Business Response

  Date: 12/28/2023

  ************, thank you for reaching out. A member of our Client Services team will reach out to you today to discuss your coverage options. 

• Initial Complaint

  Date:11/30/2023

  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.

  On 8/30/2023 we had a claim on our home due to a hurricane. The adjuster came out the weekend following the storm and walked us through everything that was wind damage and pertained to our policy. Following the field adjusters visit, I spoke to the desk adjuster and he advised me that he was working on the paperwork for a few weeks. Once he finally called me back he was extremely rude and he advised me they were not paying out for any of the items that the field adjuster advised me of. I requested that the desk adjuster have the supervisor call me since he was being rude, he NEVER called me back and they sent a check which I never agreed upon. I emailed the desk adjuster that I was hiring a public adjuster since he did not communicate with me and is not covering the wind damage he should. My public adjuster sent in the estimate to American Integrity about 30 days ago and they have gone ghost, no response whatsoever. I am in shock that companies are allowed to completely ignore policy holders. We will be moving to next steps if we do not hear back from American integrity within the next 7 days

  Business Response

  Date: 12/15/2023

  ************************,
  
  Were sorry that your home experienced damage due to Hurricane ******. According to our records, your adjuster has previously discussed with you that there are portions of the damage you are claiming that are not covered by your policy.
  
  We are not in agreement with the damage your public adjuster has presented to us. However, we will conduct an additional reinspection with an expert as a next step. Please reach out to your public adjuster if you have any additional questions. 

• Initial Complaint

  Date:08/01/2023

  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 started a claim June 19. The inspection occurred within 3 days of the reported loss. After the inspection was performed, American Integrity Insurance Company has gone ghost. I now call three times a week to speak with the adjuster; they NEVER respond. I request escalation calls with no response. I send emails with no response. I leave voicemails with no response. All silent on the American Integrity Insurance end.I finally read the previous reviews to understand what I was experiencing. I now understand why they get **** stars out of 5 on BBB. After my experience with American Integrity Insurance Company, I think the claims reported on BBB are 100% accurate. If BBB could provide a negative rating system, American Integrity Insurance Company could set new lows.

  Business Response

  Date: 08/03/2023

  ********************,
  
  Were sorry that your home has experienced damage. According to our records, your adjuster has communicated to you the findings of our inspection and settlement resolution of your claim. Your claim is currently closed. However, if you have additional information you wish to submit to your adjuster, we would be happy to review it.