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:07/31/2023

  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.

  I filed an insurance claim with American Integrity back at the end of January 2023 that has still not been resolved. I only occasionally hear from my adjuster regarding the claim and have gone more than a month without hearing anything regarding the status. I call and get voicemail. Phone calls do not get returned by the adjuster to either myself or the company that's been hired to fix my house. Emails are also not returned. I have filed a complaint with the State of Florida against them as well as their service is not acceptable. When calling the main number and asking to speak to a supervisor, I'm told by whoever answers the phone that they cannot give out that information, although I have been transferred to a supervisor before only to receive a voicemail and no communication returned. I understand that insurance claims can be tricky and take some time for processing. However, receiving little to no communication is unacceptable. I have been without a kitchen for more than half a year now, due to the fact that I cannot get my insurance company, American Integrity to communicate with me. If they actually read this, this pertains to insurance claim CHO-******** and adjustor license number ********** the end of the day, I want them to do the right thing and pay for my house to get fixed, which is why I have insurance to begin with. But I cannot even get a response.

  Business Response

  Date: 08/03/2023

  ******************,
  
  Were sorry that your home has experienced damage. According to our records, we have fulfilled our payment to you based on the covered damages in your claim.
  
  We disagree with the expanded scope of work the contractor you hired is estimating. This contractor is citing that they are unable to repair specific items. We have an evaluation from a contractor who is able to make the repairs. Our payment includes compensation for these repairs, as covered by your policy.
  
  If you have any additional questions, please reach out to your adjuster.

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I cannot get my adjuster to communicate with myself or the company i hired to complete the work. He is **** My complaint is American Integrity's lack of customer support and inability to contact people handling my claim, not the claim itself. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/11/2023

  ******************,
  
  Thank you for reaching back out to us. Your adjuster will follow up with you further to discuss our findings and position on the claim.

• Initial Complaint

  Date:07/26/2023

  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 filed a claim with American Integrity Insurance in October of 2022, shortly after Hurricane *** destroyed this area. I've received one check to date which is nowhere remotely close to covering the extent of damages to my home. I had my home inspected by a licensed General Contractor and my Public Adjusted submitted detailed repair estimates for all of the damages. Since then, there has been zero communication with me. They closed my claim without notifying me, and I had to re-open the claim and start over from the beginning. they also told me they had no records of any of the repair estimates that were submitted by my Public Adjuster, so we had to re-submit that again. They have not communicated with me or my adjuster since then. We requested an "Appraisal". They rejected that. We requested Mediation. They ignored/rejected that request. My policy even states that if we are unable to agree on a settlement, we would first go to Mediation. They have not returned phone calls, emails, etc. for over 6 or 7 months. They completely ignore you. I have been through several adjusters who work on behalf of their company, but they only last so long and then they are gone. Then I have to start over with whoever the newly assigned adjuster is. If you look at all of the complaints on this site, the issues are the same with everyone. And this company takes no responsibility for their actions, or lack of action. They just come back with the same template to respond and change a few words. I know they will respond to this complaint saying they don't agree with my Public Adjuster. That's what they said to everyone else. Well, if that's the case, then why not even try to reach a settlement agreement? Or why not communicate with anyone at all? I will be filing a complaint with the Office of Insurance Regulation in the state of Florida as well. And I will most likely be hiring an attorney, just like so many friends and clients I know who are insured with American Integrity as well.

  Business Response

  Date: 08/03/2023

  ************,
  
  Thank you for reaching out to us. Were sorry your home experienced damage from Hurricane ***.
  
  We have received your public adjusters estimate and disagree with the scope of damage they are suggesting. As we have previously communicated to you, we have been attempting to reach ******************** to schedule a reinspection.
  
  We do not have any record of you or ******************** requesting mediation. However, if you wish to initiate this process, you would do so through the ********** of ********* Services. Here is the link: **************************************************
  
  If you have any questions, please reach out to your adjuster. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20374467
  
  I am rejecting this response because: This is the exact same response you give to everyone who has filed a complaint. It's what I expected. You never agree with anything you receive from customers, contractors, or public adjusters. It's a cookie cutter standard response that you use to make it sound like you're trying to resolve an issue, and place all of the blame on the other party. I would encourage people to read through all of the complaints on the BBB website so they can see for themselves that what I'm saying is true. It was only when I filed this complaint and sent a fairly aggressive email to American Integrity Insurance that I received a call from a newly assigned desktop adjuster on my claim. Prior to that, nobody would return my calls or email messages, and almost every time I logged into my portal I had a different adjuster assigned to me. And as far as you saying you've been trying to reach my Public Adjuster, yes I did confirm that someone left a voicemail message for him recently. He called back that same day and left a message and didn't receive another return call. If your company doesn't return phone calls or emails, I don't think it's fair to try to blame the other party if you don't reach them one time. I was now told my newly assigned adjuster that she will be staying with my file until we get it resolved, which was encouraging to hear. She said that she is ordering a re-inspection and will be sending a field adjuster out to inspect my home in the very near future. I'm awaiting confirmation of that date. Not sure why we have to do this again, 10 months after the first field adjuster came to inspect my home, but I guess it's better than nothing. We will see where this goes and hopefully something will be resolved in the very near future. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/10/2023

  ************,
  
  Thank you for reaching out to us.
  
  We look forward to the reinspection to evaluate the scope that ******************** is claiming. We will provide our determination to ******************** once that reinspection is completed.
  
  If you have any questions, please reach out to your adjuster. 
  
  Thanks,

• Initial Complaint

  Date:07/19/2023

  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.

  A few days after returning from a trip out of the country, I reached out to American Integrity to file a theft claim after receiving no response from the airline or country I was in. I was not contacted for a while until I reached out to my agent, ***********************, escalated an email to the appropriate party. On 6/25/2023 contact was made and I was advised by the adjuster *************************** on the process and instructed to fill out forms. I immediately advised that I would be travelling for a few weeks. By 6/22/2023 I still had not received the forms and reached out in email and left 3 voicemails asking for the forms to be sent and the email address confirmed. On 6/23/202, I received an email stating that ****** was no longer with the company. On 6/23/2023, I followed up with my agent to escalate again. I reached out again on 6/26/2023 and a supervisor, ***********************, reached out via email stating a new adjuster would reach out to me by the next day. On 6/28/2023 the new adjuster, *****************************************, reached out via email and when I didn't see it, see forwarded the email again on 6/30/2023. She never called me at that point. I immediately advised that I would be travelling, the issues I had prior, and that I may need to reach out to stores for a copy of receipts. On 7/5/2023, I gave a recorded statement, reminded ***************************************** of my upcoming travel in 2 days. I was sent an excel sheet only on 7/5/2023. On 7/6/2023, I received an email from *********************** recapping her version of events. On 7/7/2023, I requested the excel sheet in a PDF form because I couldn't open the sheet and the affidavit which was never attached in the email. On 7/12/2023, while being out of the country I received a denial email from ***************************************** with a scre3enshot of policy conditions.

  Business Response

  Date: 07/24/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim.Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  
  The businesses claim is untrue in part that I have attempted numerous times to comply with the claim process. I filed this complaint due to the email I received where the assigned adjuster made it seem as though I was not complying. The last email I received while out of the country told me that my claim was being denied. I filed my claim in a timely manner and then the adjusted attempted to use policy and blatantly lie about the situation and not work with me. Please assign a new adjuster as I do not wish to proceed with an unfair and biased adjuster.   

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

  Business Response

  Date: 08/03/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Business Response

  Date: 08/03/2023

  ******************, 
  
  Your file has already been escalated to a Claims Manager, who has actively been working on your claim with your adjuster. Again, we are unable to move forward with your claim unless and until we receive the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible, and our Claims Manager will review it and respond to you accordingly.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  

  I rejected this response from the business on 7/19/23 and asked for my claim to be reassigned to another adjuster and supervisor team in hopes that I will not only receive better service with integrity and a fair resolution to my claim. I have not heard from anyone. 

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

• Initial Complaint

  Date:07/10/2023

  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.

  Claims adjustor, ***************************, had no communication. I received an email from him that he would be handling our claim and after multiple times of replying to get a status update, finally heard back on 23 June stating he had called and left a message (which I never received). I clarified my phone number with him and he stated he would call on Monday (26 Jun) and I never received a call on that Monday nor any day following. Finally I found the letter that was mailed that they would not be covering my claim. All this while there has been water leaking at my property costing more money and potential damage.

  Business Response

  Date: 07/11/2023

  ************,
  
  Were sorry your home has experienced damage. At the onset of your claim, we hired an engineer to determine the cause of the damage to your home. Based on the engineers findings, we have determined that the cause of the loss is not covered by your policy. According to our records, your adjuster has discussed this information with you. We apologize for any delays in your claim process. Please contact your adjuster if you have any further questions about your claim. 

• Initial Complaint

  Date:07/07/2023

  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.

  This company is clearly engaged in bad faith activity related to my claim from Hurricane ***. It has been over nine months, and am now on the fourth inspection with zero money received on a six figure loss. Have a public adjuster, and he has struck out, with them, they do not respond, change adjusters every months to keep kicking the can down the road. Its a shame that it takes litigation to get a company with the word Integrity in their name to have any.

  Business Response

  Date: 07/10/2023

  ****************,
  
  Thank you for reaching out to us. Were sorry that your home experienced damage from Hurricane *******
  
  According to our records, we have paid all undisputed covered damages related to your claim.
  
  We disagree with the scope of work and price your public adjuster is estimating. After making multiple attempts to resolve your claim with your public adjuster, we have reached an impasse.
  
  Based on the known facts, we do not anticipate issuing further supplementary payments at this time. If you have additional information, please submit that to your adjuster and we would be happy to review it.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  

  this is not true, please provide evidence of payment, ZERO money has been received. 
  

  I am not surprised by this response, it fits with the devious behavior you have displayed so far.

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

  Business Response

  Date: 07/11/2023

  ****************,
  
  Thank you for reaching back out to us. Our team will follow up with your public adjuster to review the payments that were mailed to your public adjusters office in relation to your claim. We also encourage you to follow up with your public adjuster to ensure you receive the payments. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  You fully know that the checks he has are expired, and $100000.00 below my damage.

  so when you declare that I have been compensated, it is not the truth, I have not receive one dime.

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

  Customer Answer

  Date: 07/12/2023

  You know full well, that I do not have possession of these checks.

  You also know that no funds have been received by me.

  I asked you for proof that I received this money. How about you prove your end first.

  Ill call the adjuster to try and get the pictures of the checks, however, you sent a letter to him stating you were refusing to work with him, so he has quit my case.

  very clever, but just pushed me towards an attorney.  I am very surprised that this is what you are seeking, I would think that it will just cost you more.

  Customer Answer

  Date: 07/12/2023

  See Attached

  Business Response

  Date: 07/13/2023

  ****************,
  
  Payments were previously provided to your public adjuster in accordance with the contract you signed with your public adjuster. They are multi-party payments with your name and the public adjusters name. If your public adjuster has chosen to quit representation, we require record of the cancellation of contract from your public adjuster in order to make the checks out to just your name.
  
  As we have previously stated, we have paid all undisputed covered damages related to your claim. We disagree with the scope of work and price your public adjuster is estimating. After making multiple attempts to resolve your claim with your public adjuster, we have reached an impasse.
  
  Based on the known facts, we do not anticipate issuing further supplementary payments at this time. If you have additional information, please submit that to your adjuster and we would be happy to review it.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20283936
  
  I am rejecting this response because:
  we still do not have valid checks, no claim has been paid, please show your cancelled checks.

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

• Initial Complaint

  Date:06/27/2023

  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.

  It's been two months since we put in a claim with this company. The adjuster never came out just sent someone to "fix" the ac handler shortly after that I told him it messed up my floors the water damage the adjuster of the insurance claim ***************************** sent another company out by the name of ADS THE SAID WE WILL put humidifiers in your home and draw out the moisture it's been 7 days I been call both companies to say that they found mold in our home and that we couldn't stay here anymore. ***************** got us a hotel and we been in it since last Wednesday since last Wednesday I haven't heard from ******************* the adjuster he is ghosting me I have sent 8 emails his company keeps saying they are going to get someone to contact me they never do I'm pregnant this is scary I work from home my job won't let me work from hotel because it's unsecured network so I'm losing hours and possibly reprimand This is all numbers info I have on claim Home owner insurance American integrity Policy agh0288708 Phone number:*********** Claim number Cho-******** Aiclaimsportal.com Raileigh ******* ************ Supervisor *******************************

  Business Response

  Date: 07/06/2023

  *****************************,
  
  According to our records, your adjuster has spoken with you regarding the contractor you wish to use for your claim and payment has been issued accordingly. Please reach out to your adjuster should you have any questions. 

• Initial Complaint

  Date:06/19/2023

  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.

  It's been almost 9 months since Hurricane ***. American Integrity Insurance hired a third party by the name of **** to take care of our claim. They've have been nothing but difficult from the start. We are on our fourth or fifth desk adjuster. You can't get a quick response to any questions and they grossly under payed us. It takes them weeks to get money approved, which we have already paid out of our own pockets. They only send small amounts every few months. They still owe us several thousands and that doesn't even cover our vanities and kitchen cupboards/countertops. Which still need to be paid for and installed. We asked several months ago for American Integrity to handle our claim instead of Ryze, but that has not happened. My husband and I have been more than patient with both companies. I expect American Integrity to honor their part according to our policy.

  Business Response

  Date: 06/29/2023

  Mr. and ********************,
  
  Thank you for reaching out to us. Were sorry your home experienced damage from Hurricane ***.
  
  According to our records, we have paid all undisputed damages covered by your policy. Thank you for communicating with your adjuster that two of the payments were not delivered to you after we issued them. As discussed, we will reissue these payments.
  
  The differences between our estimate and your contractors estimate are minor. Please provide additional information regarding these differences to your adjuster so that we are able to evaluate further. Please continue to work with your adjuster as we reach an amicable resolution to your claim. 

• Initial Complaint

  Date:06/12/2023

  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.

  Problem and frustration to the point: Since 5/17/23, I cannot access my Claims Portal on the American Integrity Insurance Company (AIIC) web site. Constantly being blocked from entering my Claims Portal and repeatedly get a 404 NOT FOUND error message. Its an IT problem. 5/17/23 Spoke with a claims staff person. She said try again in two days. Still get 404 NOT FOUND error. 5/19/23 Spoke with 2 different staff persons and they said to clear cookies/cache. That is not a solution. 5/23/23 I sent a detailed email to AIIC about the 404 NOT FOUND error problem. NO response at all. 5/24/23 Spoke with another AIIC employee and she said just wait, it may open up. Still being blocked. 5/26/23 Spoke with Desk Adjuster. Said she will issue Ticket to IT to get the problem fixed. No response. 5/31/23 Spent almost an hour on AIIC Chat Room with several employees. They did not solve the problem. 5/31/23 - Sent another email to two AIIC email addresses pleading for help. Never received a response. 5/31/23 Spoke with Field Adjuster about being blocked from the Claims Portal. She could not help. 6/1/23 Spoke with the Desk Adjuster. Set up new account successfully but still get 404 NOT FOUND error. She said she will send note up the chain to get the problem resolved. Never heard back. Still being blocked. 6/6/23 Spoke with Field Adjuster again. She said she will call the Manager and the Desk Adjuster to resolve the Claims Portal problem. I have not received a response. Based on my internet research, the 404 NOT FOUND error message is an IT/Web Site issue: ************************************************************************************************************** has a dead or broken link. Extremely frustrating I am unable to access Claims Portal information and even more frustrating that no one at AIIC will accept responsibility and accountability to resolve an extremely important customer problem. I am still pleading for help.

  Business Response

  Date: 06/13/2023

  **************,
  
  Were sorry your home experienced damage from Hurricane *** and appreciate you bringing this issue to our attention. Upon further investigation, it was determined that you are unable to access the Claims Portal because you are no longer an active policyholder.
  
  We sincerely apologize for the miscommunication and will be training our customer experience teams about this issue, as they were previously unaware of the meaning behind the 404 error.
  
  For status updates regarding your claim, please reach out to your adjuster directly. We appreciate your patience and look forward to amicably resolving your claim as soon as possible.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20172310
  
  I am rejecting this response because: Your response is extremely disappointing and perplexing. First and foremost the **** Welcome to our Claims Portal! page clearly states that .this portal is intended to provide you with 24/7 self-service capability to file a loss report (claim), or obtain a status update on your claim. There is no disclosure that advises and informs the user that the ********************** Portal is ONLY expressly available to persons that are an active policyholder. Prohibiting non-current policyholders that have filed a claim from accessing the Claims Portal is unreasonable and presents an unfair business practice and hardship, particularly in situations where a non-current policyholder had his or her policy unilaterally cancelled or non-renewed by ****. There are numerous legal aspects to conducting effective and efficient management of a policyholders claim, the most critical being excellence in both verbal and written communications. I have sent numerous emails and made numerous phone calls to **** staff since 17 May 2023 to obtain status information on my claim and, with the exception of a voice mail this morning, I have not received any responses. How do the parties exchange important documents and claims information when there are no replies to email? I have nothing in writing on my claim. At this juncture, I am requesting that **** and its IT personnel create and establish an active Claims Portal for my use. I am also requesting to receive an email listing the **** Claim Manager Name, Email and Phone/Cell No., and also the Adjuster Name, Email and Phone/Cell No. There may very well be many other **** non-current policyholders in an active claim mode that are also being prohibited from accessing a Claims Portal. Please elevate my request to management as necessary.  

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

  Business Response

  Date: 06/16/2023

  **************,
  
  Thank you for reaching back out to us. We apologize for any confusion, but because you are no longer an active policyholder, we are unable to provide you with access to the Claims Portal.
  
  Your adjuster will be reaching out to you to discuss the damages you wish to claim and schedule an inspection. An inspection is the first step to addressing your claim and we cannot move forward until the inspection is complete. In the meantime, if you would like to send over any documents related to your claim, please send them electronically to *******************************************************
  
  Thank you. We look forward to helping you resolve your claim. 

• Initial Complaint

  Date:05/17/2023

  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.

  My home was damaged by Hurricane *** that hit SWFL on 9/28/20022. I made a claim to American Integrity Insurance and the claim was assigned to an adjustor Rodricies ******. I also requested and received estimates to repair the damage just to the roof in the amount of $17.000....and the company only sent $6900. Both my husband and myself made 64 phone calls in one day to contact **************** in October, and have still not heard back....In December my husband and I hired a PA to assist with our claim. Since then, I have been informed that my claim has been reassigned to another adjustor, and they are also not responding to the PA....they have emailed, called and have not received any response. Then to add insult to injury they have tripled my premium for the next year.

  Business Response

  Date: 05/30/2023

  ************,
  
  Were sorry that your home experienced damage from Hurricane ***. According to our records, we have provided settlement based on our assessment of covered damages in your claim.
  
  We have received the information provided by your public adjuster and disagree with the scope of what all is being claimed. However, our team does have a reinspection scheduled to take another look. We hope to reach an agreement as soon as possible. Please reach out to your adjuster should you have any questions. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20066881
  
  I am rejecting this response because: The funds sent did not even come close to covering the damage to my roof....and since they have refused for several months, the new estimates I have received to replace the roof have gone up...due to the suppliers increasing the cost of the materials....And it didn't even address any interior damage to the home....since the adjuster did not even inspect inside....and barely inspected the roof.  I am now dealing with mold due to not being able to make the necessary repairs.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

  ************,
  
  Thank you for reaching back out to us. We have received a letter of representation from your attorney.  Please direct all communication through your attorney. We look forward to working with your attorney to reach a settlement for your claim.

• Initial Complaint

  Date:05/15/2023

  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.

  The roof of our Florida home was damaged in Hurricane **** AI sent their adjuster to look at roof. The damage was assessed at over $20,000. After the deductible, a check #********** was issued for $10,674.93. I was contacted January 9th that the post office had returned the check to AI. We are now starting on month 5 and a hundred calls and e-mails to get this check re-issued. I have been assured many times that the check will be expedited and overnighted but still no check. In the mean time, my premium went from $4000 to $8000 and of course the roof is not covered. I need the check to replace the roof so I can get my premium lowered. The frustration of spending hours and hours on the phone and getting empty promises is sickening! This week alone I called 3 times and never got a return call. My claim# is CDP00158508. On April 27 my desk adjuster sent an email to her manager to have this check expedited. 17 days have gone by with no word from the manager, accounting department or desk adjuster.

  Business Response

  Date: 05/23/2023

  ******************,
  
  Were sorry that your home experienced damage from Hurricane ***. We did not previously re-issue your check as requested because it was deposited. However, we were recently notified by your bank that someone stole your check and committed fraud by depositing it. We are in process of reissuing your check as quickly as possible. Please reach out to your adjuster should you have any questions in the meantime. Thank you.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20054736
  
  I am rejecting this response because:
  First I would like to thank American Integrity for finally reissuing my check which I received Saturday May 27. What I reject is the story they are spinning about a stolen check that was supposedly stolen from my mailbox in Florida. I talked to the President of my bank because I was surprised they would give any information without my consent. He assured me this conversation with AI never took place and we would have been notified immediately about any inquiries. How would someone who stole my check know my bank in *******? My bank asks that I get the name of the person they spoke to and a transcript of the conversation. I have included an email I received on January 18. It states that AI received a returned  check regarding my claim. I never heard a word about a stolen check, fraud or someone depositing it or investigation until Monday May 22.  I would like for AI to send me all interactions with my bank as my bank has no record of any of this happening.

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

  Business Response

  Date: 06/05/2023

  ******************,
  
  Thank you for reaching back out to us. We apologize for any confusion.
  
  Your check was stolen by an individual who deposited your check to their bank. This is considered a form of fraud called Altered Check.We are currently working with the authorities and our bank on this investigation. Please note that we did not speak with your banks president regarding this situation.
  
  We are continuing to pursue the stolen check matter with the bank, but we have issued another payment to you in the meantime. We are very pleased to have resolved your claim. Please reach out to your adjuster should you have any questions in the meantime.