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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Ive had Homesite Insurance since 2018. I filed a claim for water damage in August. I was assigned an Adjuster and an email saying that my Adjuster would contact me in 5 business days. After 10 days I called him. He answered the phone Whaz up. He has no knowledge of my claim but was at least able to give me some next steps. I was aaaigned another adjusted after sending a complaint to customer care. A new Adjuster called me and told me to reach out to the field adjuster. Took several attempts to get this person to set an appointment. He arrived right before the restoration team and took pics. I let my new Adjuster know that demolition was taking place and what next steps would be. She said to have the restoration team contact Homesite with an estimate. Thats the last I heard from her. She closed the claim and stopped taking me calls and emails. I sent another complaint to customer care. A nice lady said I would be assigned another Adjuster and that the estimate had been sent to the wrong email address. I submitted the estimate to the new email address and was told I would receive a response in 5 business days. This was almost 3 weeks ago. Ive sent additional emails to customer care and no response. They say they will contact you in 5 days. Thats never the case. They dont respond to contractors or customers. This is bad faith and certainly not timely action. Ive had my kitchen in shambles for almost 3 months and Homesite is why. Poor communication, Adjusters who dont respond and acting in bad faith. For Homesite, Ive got literally dozens of emails and email chains that show no communication (all with dates) and acting in bad faith, broken promises and little to no action.
Business response
10/22/2024
Please see the attached letter.
Thank you.
Customer response
10/22/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not received any communication from Homesite EXCEPT to say that both myself and my contractor reached out yesterday and I finally got ahold of my adjuster who said he would look into this to it. But nothing since then.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
10/28/2024
Please see the attached letter.
Thank you.
Customer response
10/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I appreciate the kind response. However, the contractor Im working with has been unable to reach a negotiation on the water mitigation with Homesite so they are requesting I pay them out of pocket. Youd think after 3 months, multiple calls and emails and roadblocks created by Homesite, your adjusters would recognize the urgency here and pave the way to complete this claim. I will pay for the water mitigation and have to wait for Homesite to reimburse me. So now Im out more money (gas, eating out expenses, valuable time spent trying to get this issue resolved for almost 4 months) that I never should have spent.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
10/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 05/30 a pipe burst in my basement. I work overnights and so I did not find the leak until that afternoon. A construction crew was working in my back yard and had turned on the outside water hose and that is when the pipe inside burst. I immediately turned off the water spout outside as well as the main water line. There was standing water throughout my basement. I called Progressive who then reached out to Homesite Home Insurance and gave me an adjuster and sent ServPro to my house. Servpro was able to mitigate/remove the water and placed water damaged items in a dry room. They left fans and dehumidifiers for 4 days. I spoke with a new adjuster 3 weeks later because I had not heard back after sending texts (which he requested) with pictures and a list of the damaged items to the original adjuster. He eventually sent a field adjuster to my house (06/22) who spent 15 minutes looking around and told me to just send an email with the pictures and list of items damaged since my case report did not have any details. I called 07/03, 07/06 and no calls were answered or returned. I called again 07/25. I received a call from the original adjuster 07/31, telling me he was cancelling the check they had sent because I had not paid ServPro. I explained that I did not pay them since they did not finish the job as it was explained to me. I also questioned the amount as it did not cover the damages I calculated. I called customer service 08/13 because I had not yet spoken with a manager. A manager called me on 08/15 and I returned the call 08/19. I called again 08/23 and 08/30, leaving messages each time and not receiving any return call. I called customer service again 09/06, told for the 3rd time that a manager would reach out. I received a call 09/11, and returned the call 09/12, unanswered. I want a check for the damages which now will need to increase because I still need someone to remove the damaged items and clear the mold.Business response
10/22/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
While looking to buy a house, I got a quote with a tentative start date for a home insurance policy through Homesite. The purchase fell through. We never closed, my mortgage company was in contact with Homesite regarding the timelines. The seller still owns and insures the house through their own policy. I never owned the house or rented it. I have no ties to this home whatsoever. Homesite forwarded my unpaid policy to a debt collection agency who is trying to recoup money.Business response
10/30/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a newer home buyer and I will say maybe a bit I am stupid for trusting who I spoke with. I will never do that again, but On I believe 12/1/2023 or about I called and spoke with a *** for auto insurance. At the time I was offered home insurance. I have never switched my insurance from when I purchased the home. So I was requesting guidance. The *** I spoke with told me multiple times through out the call that they would be calling Country Financial. Come to find out, no one ever called them. There was I guess a letter that was sent that was never received. So I have been paying for double coverage in Home Insurance since 12/2/2023. I have requested information and feedback in regards to the matter. No one has called me and I do not at all believe they are taking this seriously. I shouldn't be held responsible for being misled. The ***resentative that gave me this information as well as future client's shouldn't be lied to. Had I known I needed to make a simple phone call, I would have. I have had an active policy the entire time. I want to know that this will not happen to someone else. As someone who owns a small business, this is really not sitting well with me. I have since cancelled all coverage and moved to another company. I am in all honesty paying more for auto, but I do not think that this is ok..Business response
10/30/2024
Hello,
Please find attached the response to the complaint for the insured.
Thank you
Customer response
11/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******* ****** has not attempted contact since claim was put in 7/29/2024. Several phone calls to them have been tried but with no response. ******* had called once and I told ******* I was unable to take the call at the time. After an hour I had attempted to call back and email several times with no response. The claim was then closed a few days later. I was able to call claims which also could not get a hold of her. She called on 8/26 to say the claim was denied but could not provide why other than saying it had been denied and said she would look into getting the file. She never sent the file. I contacted her supervisor 8/27 who said he would give me a call back the day after and look into the file. 8/28 I contacted the team lead again who said he'd have it figured out by tomorrow. 9/3 I called the team lead again and he said he hadn't looked into it. There is still no explanation as to why the claim was closed as of 9/3/2024.Business response
10/22/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim# ************* OCOR homesite sent a adjuster that denied all portions of our claim for no reason Our numerous receipts for personal property loss were not accepted by ******* ***** ******** We have to unjustly wait for a new adjuster because this guy denied a whole policy and would not accept any pictures or documents from us. How in the world did our roof not buckle in the wind and need a full roof replacement? This guy is lying based on the fact we are African American and it will drop the value of our house. Our policy pays for all these events .We told him ROOF only and personal property. But he look at backyard and tried to invent stuff like that fence and pool and we told him no they are ok. he did not get on the roof and told us this is a 30 yr roof and you ain't getting a new one just go up yourself pay out of pocket I will give you $0. This is a violation of law. ******* was aggressive and stopped talking to us al together before I could gather and count the receipts for the chain saw and generator. He ran off threw his hand in the air and snapped his ladder. Because i stated can we get paperwork and I see you are certified by the Georgia Department of Insurance, this made him mad for some reason because he said I am my own boss you cannot complain on me I am losing money by telling you to spot fix this roof with 50 missing tiles buckling, steep slopes. A person over the age of 75 owns this home and he discriminated against her that is criminal.Business response
10/21/2024
Please see the attached letter.
Thank you.
Customer response
10/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
Our field agent ******* *****.did not get on the roof but told us our roof was not that bad to be repaired from a hurricane he cussed at us. He called us peons.
FAQ
Regards,********
Business response
10/21/2024
Please note that we did not identify any new information. As noted, we have notified the appropriate department, and a response will be provided separately to the customer by 10/29/2024.
Thank you.
Customer response
10/22/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This 9 y o roof has not been fully replaced yet. Paid in full at full replacement costs as the law states in good faith. The value of an elderly 75 year old African American house diminishing by day as this roof has not been replaced in full. 4 weeks wait time is unacceptable on all accounts. No form of racial discrimination is allowed when paying for roof replacement. Being African American already diminish value of home. After work is completed by geico homesite the issue is over.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My house was sold and went into escrow in April 2024 as I was going to ********* to help take care of elderly parents. I had home insurance with Homesite Insurance at that time from April 7th 2023 thru April 7 2024. Since my home had entered escrow and was only going to close escrow on May 15 2024, I called Homesite to extend my insurance from April 7 2024 till May 15 2024. I explained that all I wanted was an extension until May 15 2024 since escrow would have closed by then and the ownership of the house would have passed on to the buyer ***** *****. They agreed and charged me $190 on my ********************* credit card. I moved to ********* May 3rd and have since been busy with taking care of my elderly parents. On Oct 8 2024, I noticed that $66.58 had been debited out of my *************** account ending in 8484..on the 8th of every month beginning on May 8, 2024. Apparently they were charging me for a one year policy on a house I did not even own anymore. I wrote in an email to homesite on Oct 4 2024 telling them about their mistake .. that the house had been sold since May 15 2024 and was no longer under my ownership and telling them not to charge my *************** monthly anymore.. I even got my good friend ****** ****** to call the 800 toll free number for Homesite on my behalf since he resides in the *** and let them know I was in ********* and I wouldnt be back in the *** till Dec 2024. He said they told him very rudely that I had to personally call them for them to cancel the policy and that they would continue to charge me monthly for a policy on a house I did not own anymore. They went ahead and charged me again on Oct 8 2024 and I then called *************** to put a stop payment on all charges made by them and put in a claim with *************** for a return of all the unauthorized charges made by them i.e. $66.58 charged monthly from May thru Oct(a total of 6 months).Business response
10/28/2024
Please see the attached response.
Thank you,
Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I submitted on January 25, 2024 (Claim Number: 01-007-171324) to Homesite Homeowners Insurance. The claim pertains to water leakage in multiple areas of my home, including the bedroom, hallway, laundry room, and garage. Immediate action was taken to address the issue, with plumbers and mitigation services promptly contacted. It was determined that water had leaked from the water heater overnight, seeping underneath the floor and affecting various areas of the house, including the bedroom carpet, laundry floor, and hallway flooring.Despite my numerous attempts to resolve this matter, Homesite has employed disreputable tactics to avoid addressing my claims. As a result, my hallway flooring remains in deplorable condition and damaged personal property remains unreplaced. I firmly believe that Homesite has not acted in good faith or in the best interest of my home and family. The refusal to address the damaged floor jeopardizes the structural integrity of my home and poses a significant health risk due to potential mold buildup. The ongoing discrepancies with the supplemental payment and personal content claim continue to delay the restoration of my home to its original state.The unresolved claim has significantly impacted our daily lives, causing stress and inconvenience. Given the length of time this has taken, I have urged Homesite Homeowners Insurance to review and expedite my claim. The refusal to address this issue undermines the safety and well-being of my family and poses a significant risk of further damage to the property in the long run.I kindly request your assistance in resolving my claim. I am more than willing to provide any additional information or documentation necessary to support my case. My desired resolution is prompt payment for the necessary repairs and replacement of the damaged property, along with a formal apology for the delays and inconvenience caused.Business response
10/18/2024
Please see the attached letter.
Thank you.
Customer response
10/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The response indicates that the business will do research and contact me directly by 10/28/2024. As of today, 10/24/2024, I have not been contact. Therefore, there is no resolution to my claim and concerns.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
10/28/2024
Please see the attached letter.
Thank you.
Customer response
10/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am appalled and disagree with the findings outlined in Homesite recent communication regarding my claim *************. I will prepare a detailed response and supporting documentation to address the points raised in their findings. I will generate a formal response within the next few days.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On oct 13, 2024 my power in my home went from full power to 1/2 my house has power I paid for an electrician to come and tell me its my main power line that Green Mountain power had fixed 3 yrs ago I called my insurance to do a claim as it was $30,000 + to fix it and get us heat and use of our stove etc My insurance company denied my claim because I cant prove that its not natural causes of wear and tare because the line is Buried in ground my insurance is suppose to cover electric and they denied me so I cant get help so I can have heat and living in ** I need heat I was also told this was a fire hazard because 220v is backing up to the 120v outlets and can cause a fire when we had flooding they refused to help because I dont have flood insurance because I dont live in a flood zone. I pay $2226.00 a year for home owners and they do not help when I need it even after telling them its a fire hazard they still denied I cant get anyone to come out and tell us where the line is at allBusiness response
10/31/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of ********************** since 2018. I never missed a payment and I never filed a claim.This summer, I had a tree fall during a storm and do damage to my walkway. (Maybe $3,000 - $,10,000 in damages.) I called Homesite to inquire about possibly covering the damage and the representative was unsure if walkways were covered and instructed me to file a claim, and that once they reviewed the claim it would be determined if the walkway would be covered or not.Seemed odd that I would have to file a claim to determine the coverage instead of simply looking at my policy, but I complied with their ************ forward a couple of months, and I went to renew my policy with Homesite. I was denied. Their reason was that I had pending losses from the claim they requested that I ******* top of that, Homesite stated that they do not cover damage to walkways from natural ************** now, I am without home insurance because they have denied my renewal due to a claim they told me to file and that they wouldnt cover anyway.This tactic seems like a trick and a loophole in their policy renewal process and I wonder how many other customers have been swindled by this loophole they have ************ deeply disheartened by their actions after being a loyal customer since 2018 and jaded by the ********************** for their lack of business ethics.Business response
10/23/2024
Thank you for the opportunity to respond.
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