ComplaintsforHiscox, Inc.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally submit a complaint regarding Hiscox **********************s handling of my claim, filed against contractor Ali ***** general liability insurance for damages to my property at ***********************************************On March 20, 2023, I contracted *** **** for a $170,000 renovation of my home. Due to his actions and inactions, significant unintentional damage occurred, requiring $101,300 in repairs, which I paid out of pocket after he refused to address the issues. On June 25, 2024, I filed a claim with Hiscox Insurance (#***-033-064) to recover these costs, but after nearly four months, no substantive progress has been made.Senior Claims Examiner *** ******** *************; **************************************** and Examiner **** **** *************; ****************** were assigned to my case. Mr. **** visited the property, took photographs, and examined the damage. Despite providing extensive evidence and the contractor's contact information, I have faced persistent delays, a lack of updates, and no resolution. Hiscox has claimed it cannot contact Mr. ***** and during a call on September 24, 2024 with *** ********* I was told that my claim would be dropped if they remain unable to locate him. This statement is misleading, as it is not my responsibility to track the insured.Under Pennsylvania law (Terletsky v. ************ insurers are required to act with due diligence and process claims fairly and quickly. Hiscoxs inaction and poor communication potentially violate the **************** Practices Act and could constitute bad faith.I respectfully request the ********************************* investigate Hiscox for potential unfair claims practices, including unexplained delays and misrepresentation. I also seek immediate intervention to ensure my claim is processed fairly and without further delay. Should this continue, I am prepared to pursue legal remedies under Pennsylvanias Bad Faith ******* (42 Pa.C.S. 8371).

  

  Business response

  10/31/2024

  Please see the attached response from the Company. Thank you. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Hiscox on August 29, 2024 to try to get my renewal documents from them for my business ***** ************ that has a corporate address in ******* as well as a secondary location in *********, **. My renewal for my policy happened in July, I never received any renewal documents and they took my quarterly payment out of my bank account. I am moving into a new suite at my California address so I called them on August 29th to get my renewal documents so I can submit them to the landlord for my move. When I called on the 29th, I spoke with 5 different ***** they all told me 5 different reasons as to why they could not produce the certificates to show proof of insurance. I also looked at my old insurance documents and noticed on my cyber and professional liability certificates, the suite number for my california address was completely wrong! That means for the past year, the address was wrong and could've potentially caused me to not have coverage if something went wrong. So, on August 29th, nobody could produce the documents for me and couldn't give me an answer as to when I could get proof of coverage for a policy I already paid for. This morning August 30th, I received the renewal documents however, the address is WRONG and my landlord isn't listed as additional insured any longer as they were before. So now I'm at risk for not moving in today because Hiscox cannot produce my documents with the correct address ******************************************** and listing ************************** as additional insured with the address ************************************. It's a very simple request and I shouldn't have to wait for proof of coverage after I've already paid. No one seems to know what's going on at Hiscox and it's very disrespectful to small business owners who depend on them for coverage. They also need to get an online portal to access policy documents! It's 2024!

  

  Business response

  09/06/2024

  Please see the attached Company's response. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Event:August 1, 2024 Policies are in effective 02/01 01/31 of each calendar year oProfessional Liability (P100.006.007) = $340.00 (2024 2025 ************************ (P100.006.008) = $451.00 (2024 2025 Premium)Hiscox was authorized to make an automatic credit card charge via my business credit card (2173) via U.S. Bank on February 1, 2024 Hiscox sent me an email dated 07/30/2024 (6 months later) advising me of non-payment. (See Attachment) Refute: Hiscox failed to obtain the automatic payment in the 1st place resulting in my inconvenience.Today, August 1, 2024, I was on the phone with Hiscox, Inc. ***************) insurance representative (*******) for over 2 hours to informally find a resolution, as follows:Attempting to obtain clarity on what happened Attempting to identify whether I was covered by the insurance during the period of February 1, 2024, through August 1, 2024; however, Hiscox, Inc. desires to charge my business card a total of $791.00. Since it was Hiscox internal system that was misfunctioning, why is their email alluding that it was my fault. Discussion of available alternatives to ratify the situation with a win-win outcome I was not provided with any information to satisfy my inquiries. Various attempts were made to request that a manager come online and handle the situation, but a manager never did get on the line. Remedy: Need to speak with a manager representative of Hiscox, Inc. Bill adjustment for 6 months of premium. I feel that I should not have to pay for the period of February 1 through August 1, 2024, due to uncertainty of insurance covered during such period due to Hiscox internal computer system problems. ($791.00 / 12 Months = $65.92 X 6 months of non-coverage = $395.52 Bill ********** Amount Requested)Written apology with Hiscox, Inc. stipulating that the nonpayment was through their fault, not mine.

  

  Business response

  08/07/2024

  Please see the attached response from the Company. Thank you. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BEWARE!! YOU WILL BE BILLED MONTHLY WITHOUT EMAIL NOTIFICATION.Letting a BUSY business owner know when a payment is drafted from their business account by email notification is very common with EVERY business.However, its a deceptive practice if the BUSY business owner with MANY bills, etc. does not get an alert by notification. Although my issue was small, I am one of many people who did not understand this until I updated my card. Most reasonable businesses offer that service especially with a BUSY business owner. Luckily for me, this was my 9yr olds budding summer gig that was over in September 2023. However I was billed $26.25 unbeknownst to me until I updated my card. Meaning that I'm out of roughly $175 based on them needing documented proof that I have not sold lemonade since Oct. Well the squeeze is not worth the juice. As license run from January to December meaning that I would still miss the money from November and December. No this is not much money less than $200 but still a hefty price to pay for my 9yr old to have a cool summer. I think it's deceptive to not send a monthly payment notification. Efficiencies and accountability are what is lacking, but otherwise an easy business to work with. Fighting me over $175...keep it and use it towards developing a monthly email alert notification system like the rest of the U.S. The customer is not the priority with such a minor fix needed on your part to avoid angry customers for a company that is nationwide. But this is an easy way to become a millionaire by telling business owners Sorry ******* you shouldve read the initial sign up and remebered it. Oh and the fact the rate was about to renew to roughly $30 had I not caught this in time was the only email I received since Oct 2023 is quite telling. Oh wait I received one for *** with updates to their policy and terms too. Do better by your customers.

  

  Business response

  06/27/2024

  Enclosed is the Company's response to the above referenced BBB complaint.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The last Thursday of May 2022 an EF2 Tornado came through ******, and again two weeks later an EF1 Tornado damaged the area. ********************' roof was greatly damaged form the storms, and since Hiscox has not followed through with paying the claim. All Seasons Wellness has provided several reports from contractors, inspectors, rooking, thermal, mold, etc. showing the water damage coming from the roof. Hiscox's independent adjusters sent out have also confirmed the damages I witnessed in person; however, Hiscox refuses to provide those reports, claim loss damage documents, etc. Hiscox has canceled this policy every year, trying to avoid paying the claim, then unlawfully trying to change and/or remove coverages on the policy several. These documents have been requested several times. There was also falsified documents by various Hiscox internal adjusters from *****/*******/*******, which is why there have been several adjusters. I've asked for a supervisor on several occasions based upon federal and ********* statutes that had been violated; however, that information has been denied. The losses are over **********. Then annual premium has been paid annually since the original policy in 2020.

  

  Business response

  03/08/2024

  Please see the attached response. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My double doors got damaged during a delivery from Lowes in August 2023. I have been patiently waiting, getting the run around and transferred so many times. Finally I got the two insurance companies involved - ********************* and Hiscox Insurance. Well Progressive has done its part. Now the adjuster from Hiscox, ***************************** WILL not do his part. The adjuster, *******, has tried for three months to contact him via phone and email. She has also sent two Reservation of Rights letter to him and he still has NOT answered. I've been waiting for over 5 months for this to be resolved. The fact that ***************************** refuses to call back, respond to emails and letters is disgusting and ridiculous. What kind of company would treat a client like this? I can tell you one that wants to get away with not processing and paying for my claim. I need help. ***************************** number is **************, email: ****************************** Hiscox cannot get away with this unfair, disrespectful and privledge treatment!

  

  Business response

  02/09/2024

  We take all complaints very seriously, and conducted an urgent review into this matter. Our investigation found that **************** contacted us to cancel his policy due to his services not being a fit, we advised **************** that we would process his cancellation, but we did not do so.  
  
  To remedy this matter, we processed a cancellation of *********** policy back to inception, and have returned all funds collected back to him. We have also performance managed the processor who mishandled this request.
  
  We have spoken with ****************,apologized for his experience with us, notified him that we have processed his cancelation and returned all monies collected to him. He was grateful someone reached out and thanked us for doing so. 

  Customer response

  02/09/2024

   
  Complaint: 21268441
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business response

  02/15/2024

  Please see the attached response. 

  Customer response

  02/21/2024

   
  Complaint: 21268441
  
  I am rejecting this response because: in response to the quote I sent from a reputable business who could replace the door set, the company offered an amount lower than what the quote was. This means that I would have to pay out of pocket expense for a door that I did NOT damaged. The door was solely caused by the delivery personnel's refusal to use my side doors even though I expressed to them that my deliveries are usually made through the side doors and not the front double doors. Therefore, the delivery personnel and insured are totally responsible for the total amount of the damaged incurred.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/28/2024

  Please see the attached response. 

  Customer response

  03/01/2024

   
  Complaint: 21268441
  
  I am rejecting this response because:
  

  The damaged to my custom double door set was caused by the delivery personnel, not me. I did not contribute to the damage. As a matter of fact, I specifically informed the delivery personnel that deliveries normally occur through my side door. They (she) then stated after measuring the door said it was too small and insisted that because the double doors offered a large space that they would have to deliver through it.

  After 30 minutes unsuccessfully trying to force the door in the delivery personnel (she) came back to me and at that time the other delivery personnel (young man) stated that he could get something to take the side door off the hinges and then bring in the refrigerator. He did that and they had no problem getting the refrigerator through the door that they told me it could not go through.

  In addition, the delivery personnel did not inform me that they damaged my door. They simply closed it and went on their way. It wasn't until two days later when I opened the door to dust that I saw the severe damaged done to my door and the inside lining, as well as the lock. I was in no way at fault. I followed the necessary complaining channels and got two quotes. 

  The amount Hiscox is offering to cover damage on my door is LESS than the quote which means I have to bear expense if I want to get the door fix. This does not make any sense. Why should I be responsible for paying anything out of pocket when I did not cause the damage? That's like me going outside and damaging the door myself, then calling Hiscox and asking them to cover a door that they are not responsible for covering.

  So in other words, when you buy a product and the product while delivered causes damage to your home then you the customer must help pay out of pocket damage. That is unfair and very stressful. 

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

• Initial Complaint

  12/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hiscox sent me a policy renewal email on 11/28/23. The email states that it will renew with no changes unless I contact them. I did not contact them, as no changes to the policy were necessary. My most current credit card is on file and is auto-drafted every month. The November payment was never charged, even though there were ample funds in the account. I never received correspondence that payment failed or that my policy was cancelled, but it was. I performed work under the assumption that I was insured, but now Im unable to receive payment for my invoices for the month of December because I cant prove that I had valid insurance. The company has tried to blame me and wont allow me access to my liability insurance card, even for the months I was insured. They dont have a customer service email or a way to file a complaint. Their billing schedule shows that I have payments that werent made but my banks statement shows otherwise. Documentation included. I deserve a refund for the payment I have made if I cant even prove that I had coverage during that time.

  

  Business response

  12/26/2023

  This morning we contacted **************** and resent her the documents originally emailed to her on October 14, 2023, with all attachments.    We also reviewed her payment history and resolved the outstanding payment.     She expressed that she appreciated our prompt follow-up and will advise us should she want to cancel her policy in the future (which we hope she chooses not to.)

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, my ordeal began when I first spoke to the claims agent, ******************** on Wednesday, August 23, 2023., when we had a very contentious conversation. The purpose of ********** **************** on, August 29, 2023; was to ensure that she was able to access the videos I submitted. The email response she sent to me on Friday was very vague and ambiguous. She began the conversation in a very hostile manner. I asked if she was able to view the videos. I was given a rather circular response, that didnt definitively communicate yes or no. It was not until the third time I asked that she finally indicated she could open one of the attached videos, but there was only sound. Unfortunately, I thought my experience with **************** was a stressful ordeal, but speaking to her supposed supervisor, ********************************* caused me even more health challenges. As I expressed to **************** I was almost ***************************************************************************************************************************** my hands and voice were beginning to shake. My anxiety was increasing. I was confronted with even further disdain by her comments of, well Im 54, and I dont suffer from that. That was not only a very condescending comment, but it was very offensive considering my current health challenges. **************** confronted me with hostility, and I felt threatened and bullied by her demeaner. My original request was a very reasonable one, to please have another adjuster assigned to my claim. Unfortunately, I was told that she would not be assigning a new agent. I was told I had no other option but to communicate with ****************. I found this unsettling and alarming, because one should not have to be verbally and emotionally abused by one who is supposedly mitigating and investigating their claim.

  

  Business response

  09/01/2023

  Please see the Company's response. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12USC **** Subject to paragraph (12), the filing of a claim with the receiver shall not prejudice any right of the claimant to continue any action which was filed before the appointment of the receiver. Adjuster is trying to find a clause to deny claim when coverage is within the company policy. Hiscox Insurance is engaging in unethical conduct and practice in the course of performing Association duties.15 USC Ch. 93: INSURANCE (F) Notice of estimated losses.Not later than 90 days after the date of an act of terrorism, the Secretary shall publish an estimate of aggregate insured losses, which shall be used as the basis for determining whether mandatory recoupment will be required under this paragraph.Please be advised that I am working with my legal counsel to proceed with these actions promptly. I request that all relevant parties within Hiscox Inc be informed of this matter and that they cooperate fully with any inquiries from regulatory bodies.

  

  Business response

  08/02/2023

  Please see the attached response from Hiscox ********************** Thank you. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My agency writes business for multiple insurance carriers and Hiscox is one of them, they have failed to pay commission to my agency on some clients since February 2023. I am in communication with Hiscox but they are stating nothing will be corrected until September. They blame the issue on technical issues and I have been bounced around multiple employees continuously explaining the situation. I just want the money that is owed to my agency and formal in writing apology from a very high member of the organization.

  

  Business response

  07/26/2023

  Enclosed is Hiscox ***************** Inc.'s response.

  Customer response

  07/26/2023

   
  Complaint: 20346951
  
  I am rejecting this response because: I have not been paid and neither has my partner (***** & ******). If you believe I have been paid provide evidence of it, I have evidence that I have not been paid. 
  

  I am also requesting a formal apology from a very senior member of Hiscox.

  If I dont receive both I will not place business with Hiscox ever again. Which is a shame, I have 30+ client policies with you and the number would only increase over time.

  You must value lying to your agents that sell your product, over doing the correct thing for them and the clients whos insurance policies you continue to s**** up.

  I look forward to my agencys commission immediately and my apology letter so we can put this matter behind us.

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

  

  Business response

  08/01/2023

  Please see the attached response from Hiscox ********************** Thank you. 

  Customer response

  08/01/2023

   
  Complaint: 20346951
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

*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. ↩