Complaints

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

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  First Insurance Company of Hawaii, Ltd.

  1100 Ward Ave Honolulu, HI 96814-1600

  
• 

  First Insurance Company of Hawaii, Ltd.

  PO Box 2866 Honolulu, HI 96803-2866

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

• Initial Complaint

  Date:06/28/2024

  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 ***************************************************** *****, Hawaii on October 25,2023. The driver of the vehicle who hit us was insured by First Insurance of Hawaii. He reported the accident but it took a several days for the adjuster to be in touch with me about repairs and a rental vehicle. I called the company myself to expedite things and was able to reach ***************, eventually. She suggested Precision Autobody in ******* for repairs. We worked with them to get an estimate and then drop the car off for repairs. The repairs took 4 months due to being busy and when we were first called to pick up the van, we noticed the back hatch was not working. We had to leave it in the shop to be further repaired. Upon receiving a second call to pick up the van, we drove down to find out it had been scratched on the door. We had to leave it again to be buffed out. We were called a third time to pick it up and we did. However this time there was blood smeared and what appeared to be skin on the drivers side interior door. We did not go back bc we wanted to be done with the whole ordeal. Last week, I found out our credit card was charged by Enterprise for $1100 for the rental car we had to use during this time. It is my understanding after talking to First Insurance about why this would have happened is that they OKd the charge and only paid part of the rental car fee. I have asked them repeatedly to pay the remainder and/or work out the reimbursement with the autobody shop. They have told me they have been more than generous and will not reimburse the amount that was charged to us. I am writing for help in resolution. I was hit by the client of First Insurance. My son got a cut on his head and I had whiplash which MY insurance paid for. We were inconvenienced for months with navigating different rental vehicles that stopped working or had other issues. I had to take time off work. My husband did as well. We want reimbursement for this undue charge and resolution.

  

  Business Response

  Date: 07/08/2024

  Due to the holiday, First Insurance Company of Hawaii, LTD., will require more time to file a comprehensive response to ******************************* complaint.  We will upload our response as soon as practically possible.  

  

  Business Response

  Date: 07/22/2024

  Please see attached

• Initial Complaint

  Date:05/26/2023

  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.

  On 3/29/23 I was forced to take an insurance policy issued by Insurance **************** *******************. Insurance Associate are defrauding condo owners at Century Park Plaza ******************************************************************************. Touchtone Properties LLC pretends to sends out show proof of insurance letters, which condo owners do not receive. (25 condo owners thus far are filing complaints) Touchtone properties LLC, uses Insurance Associates to over inflate insurance. Thereby forcing condo owners to accept First Insurance of Hawaii. First Insurance of Hawaii, supports and benefits financially from this fraud.

  

  Business Response

  Date: 06/05/2023

  First Insurance Company of Hawaii,Ltd. (FICOH) is in receipt of your complaint regarding the homeowners insurance policy for the property located at *****************************************************************************, effective March 29, 2023.  As mentioned in your complaint, FICOH issued the policy at the request of ******************* of Insurance *********** **** on behalf of *************************.  The policy remains in effect.  However, if there is duplicate coverage on the property, FICOH is willing to cancel the policy upon receipt of proof of your AAA insurance, effective March 29, 2023 through the present. Please forward proof of coverage to ******************* of Insurance *********** ****

• Initial Complaint

  Date:02/28/2023

  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.

  It has been 106 calendar days as of now since my representative advised going into appraisal and FICOH representatives ************************* and *********************** are refusing to respond or address my concerns. It has also been 146 calendar days as of now that my representative requested the full depreciation owed on my claim as agreed per *****'s estimate. To this date, we have not received the remaining balance.

  

  Business Response

  Date: 03/10/2023

  
  First Insurance Company of Hawaii (*****) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that ***** has handled this matter appropriately. 
  

  Upon receiving proof that repairs were completed to your home, ***** on October 20, 2022 paid the remaining balance owed on the claim. The ***** adjuster explained to your representative, Aloha Public Adjusters (APA), that the amount owed was revised based on the fact that our original estimate included the cost to detach and replace your solar panels. APA confirmed that the solar panels were disposed of and not replaced;therefore, the cost to replace the panels is not owed and the payment reflected that revision.

  You also assert that ***** has not responded to your demand for Appraisal. The policy states that If you and we fail to agree on the amount of loss, either may demand an appraisal of the loss. Here, ***** is not aware of any disagreement on the amount of loss.
  

  ***** paid to replace your roof and APA provided a Certificate of Completion once the repairs were complete. ***** then issued payment for the recoverable depreciation (less the amount for work not completed, i.e. the cost to replace the solar panels). Work not performed is not covered by the policy and not subject to Appraisal under the terms of the policy.

  Our file indicates that *****s position was clearly communicated to APA and that ***** complied with the applicable Hawaii Revised Statutes.

• Initial Complaint

  Date:12/19/2022

  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.

  My representative provided proof that my home has been repaired and requested the remaining balance owed on the claim. To this day we have not received the full depreciation from *********************** and *****.

  

  Business Response

  Date: 01/03/2023

  First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately. 
  

  Our review of the claim file indicates that upon receiving a Certificate of Completion regarding repairs to your roof from your representative, Aloha Public Adjusters (APA), FICOH issued payment for the remaining balance on the claim on October 20, 2022.  As APA confirmed that your solar panels were not replaced, FICOH explained that the payment was less than the original estimate as it did not include the cost to replace the solar panels.  The policy does not provide coverage for work that was not performed.
  

  Moreover, as stated in the policy,either party may demand an appraisal of the loss if we disagree on the amount of loss.  Here, the amount of loss is not in disagreement.  Instead, FICOH issued payment in full for the recoverable depreciation.  The only amount not included was for work to replace the solar panels, which APA confirmed was not performed.  Work that was not performed would not be subject to appraisal under the policy.
  

  Accordingly, our file indicates that FICOH has handled this claim fairly and has clearly communicated our position to APA.

• Initial Complaint

  Date:11/30/2022

  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.

  First Insurance Company of Hawaii(FICOH) and ******************* denied coverage to my property when damages are evident.

  

  Business Response

  Date: 12/12/2022

  First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately. 
  The FICOH adjuster advised you via your representative, Aloha Public Adjusters (APA), that your claim is not covered under the terms of the policy. In FICOHs September 29, 2022 coverage denial letter, we invited APA or you to submit additional information for our consideration. To date, we have received no additional information and our coverage position is unchanged.
  FICOH denies that it is in violation of Hawaii Revised Statutes. We continue to invite you to provide any new information that you believe is pertinent to this claim.

• Initial Complaint

  Date:10/17/2022

  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.

  *********************** refuses to pay for ladder assist provided by my representative.

  

  Business Response

  Date: 10/27/2022

  First Insurance Company of Hawaii (*****) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that ***** has handled this matter appropriately. 
  The ***** adjuster arranged with your representative, Aloha Public Adjusters (APA), to inspect your property on June 15, 2022. ************************* from APA set up a ladder in order that the ***** adjuster and he could inspect the roof and assess the damage thereon. There was no discussion before or during the inspection of any charge for a ladder assist.
  On August 9, 2022, APA notified ***** of a ladder assist charge of $150. Such a charge is not reasonable or customary, and ***** informed APA that it would not pay that charge.
  Our file indicates that *****s position was clearly communicated to APA and that ***** complied with the applicable Hawaii Revised Statutes.

• Initial Complaint

  Date:09/08/2022

  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.

  My representative requested for supplement payment that is owed regarding my claim. *********************** denied my sheathing without reason for the denial. It has passed the HRS deadline and the issue has not been resolved yet.

  

  Business Response

  Date: 09/14/2022

  First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately. 
  FICOH received notice of this claim for roof damage and interior water damage on January 6, 2022. We contacted your representative at Aloha Public Adjusters (APA) and hired an independent adjuster to inspect your property on January 12, 2022.
  After working with APA to adjust the claim, FICOH issued payment on May 26, 2022 for the Actual Cash Value of your property damage.
  On July 6, 2022, APA provided a certificate of completion for the repairs. On July 11, 2022, FICOH issued payment for the withheld depreciation.
  On July 29, 2022, APA submitted a supplemental claim for damages. On August 24, 2022, FICOH sent APA a letter declining coverage for a portion of the supplemental damage, noting that based on the policy wording, FICOH must decline coverage for the cost to repair and/or replace your ***** that were damaged by rot because such damage is caused by constant or repeated seepage or leakage of water or the presence or condensation of humidity, moisture or vapor over a period of time.   However, we are currently awaiting an estimate and/or invoice for the work completed in order to determine whether other supplemental damages are covered by the policy.
  Our file indicates that FICOH has been in regular communication with APA. While a portion of your damage is not covered by the policy, we continue to work with APA to verify the supplemental damages that are covered by the policy and will make payment for those damages once verified.

  Customer Answer

  Date: 11/01/2022

  I am rejecting this response because: I paid for wood rot coverage. It is in my policy. FICOH is misrepresenting the policy in order to avoid paying me coverage, which I am owed.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2022

  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.

  First Insurance Company of Hawaii(FICOH) did an inspection of my home. My representative sent a request for FICOH to review additional damages that they had failed to identify during the initial inspection. It has passed the HRS standard set of 15 working days for investigation. ***** and their representative ************************* has not resolved to determine the cause of damage to my roof. ***** and ****** have not been able to provide prompt and reasonable determination regarding my claim.

  

  Business Response

  Date: 09/06/2022

  First Insurance Company of Hawaii (FICOH) has reviewed the circumstances described in the complaint and while we are sorry to hear of your frustration, we have determined that FICOH has handled this matter appropriately. 
  FICOH received notice of this claim for roof damage and interior water damage on June 28, 2022. We contacted your representative at Aloha Public Adjusters (APA) and inspected your home on July 5, 2022.
  Since that time we have been communicating with APA to clarify the extent of wind damage to your roof and to finalize the repair estimate. Our adjuster ************************* exchanged email messages with APA on July 22; August 3; August 9; and August 15.
  On August 16, 2022, ***** issued settlement checks to you for the following amounts:
  Roof Repairs       $2,016.48 (damages less $1000 deductible)
  Reconstruction $5,020 (damages less $4,1027.27 recoverable depreciation)
  
  
  Our file does not indicate that **************** mishandled this claim or failed to communicate with APA during the course of this claim. As payment has been issued, we believe this matter is resolved.