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Complaint Details
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Initial Complaint
10/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Opened a Home Owner's Insurance Claim with Progressive HomeSite on April 18, 2024, Date of Loss: 10/27/23. Only spoke to my adjuster, ********* ***** one time on phone June 4, 2024. I never received call backs or email responses when I left messages/emails for adjuster and people above my adjuster (****** ***** and ***** *****), even though my adjuster's voice mail said would return calls in 24 hours. I had to call their call center daily and left multiple messages, but they just kept telling me they had to move my claim up to higher management to review. I should have received conclusion to claim 45 days after opened, but spoke to a different adjuster, ****** ***** on July 12, 2024 (60 days after claim opened) denied due to ground water, claim closed. After removing siding from under and around my deck on side of house, wood under siding was wet and could push holes right through it, measured water 52 inches up from ground, also no sheething between deck and house, so water easily could get through. Started working with a Public Adjuster, July 17, 2024, Gavnat Public Adjuster. Claim reopened on Sept 9, 2024, Progressive Insurance onsite Adjuster, ****** with *************** contacted me Sept 23, 2024, came to do re-inspection including measurements and taking photos on Sept 26, 2024. They advised me they would create estimate and it would be 2 weeks and then I would get follow up. No follow up as of today's date (Oct 14, 2024). I have a contractor waiting for this claim to be processed and resolved so he can complete the work on my house due to this. Submitted my Personal Property Form on June 12, 2024, Contractor's Estimate on June 14, 2024, emailed all my documents on June 18, 2024 to Progressive Claims Email Address.
Business response
10/31/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In October 2023, I sold my home to relocate overseas. I reached out to Progressive/Homesite in January 2024 to cancel my homeowner's insurance and was instructed to have my mortgage company contact them for cancellation. My mortgage company assured me they would handle the cancellation. After several months without any communication or refund, I contacted Progressive/Homesite for an update. They informed me that my policy was canceled due to non-payment and that they had not received any official cancellation notice from me or my insurance company. They provided instructions for requesting a refund. Upon request, I received confirmation via email and mail that my documents were processed, and the refund would take 5 to 7 business days. When this period passed without a refund, I called Progressive/Homesite again. They stated I was eligible for only a partial refund because their internal policy prohibits backdating refunds beyond 60 days. I inquired about the location of this policy in writing, so customers are aware of the submission deadline. The representative reviewed my policy and confirmed it was not mentioned; it was an internal policy. I questioned how customers are expected to be aware of such policies to comply correctly. The representative apologized but could not provide further assistance. Requesting to speak with a supervisor, I was informed I would receive the same answer. I persisted, asking how customers could know about the ****** policy if it isn't documented for their knowledge to ensure timely cancellation. The representative consulted a supervisor and reiterated the stance on following internal policy. I challenged this, emphasizing the necessity for written documentation for full disclosure. They declined to issue a full refund for a policy that was no longer active or canceled, leaving me to question how customers are responsible for undisclosed information. This is not good business practice.Business response
10/15/2024
Hello,
Please find attached the response for the complaint regarding ******.
thank you
Initial Complaint
10/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am not able to login to my account. The Application is not resolvable by DNS.Business response
10/09/2024
Hello,
Please see our attached response.
Thank you.
Customer response
10/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Connect alleged that I am not one of their policyholder. That is plain wrong. I have been a policy holder of their home insurance for one year now.
Regards,
******* ***Business response
10/11/2024
Hello,
Please see attached response for this complainant Cai.
Thank you
Customer response
10/11/2024
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 is a non-answer.
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,Henggao
Business response
10/17/2024
To Whom It May Concern:
No new information was provided with the rebuttal; however, our letter advised we have a complaint and have responded to the State of ********************* of Banking and Insurance Division of Insurance ***************************** A response was provided to the State of New Jersey Department of Banking and Insurance Division of Insurance **************************** on 10/11/2024. Should we receive any additional from the State of ********** it will be addressed via their offices as Insurance Division complaints take precedence due to jurisdiction.
Thank you.
Customer response
10/17/2024
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 is a separate incident, where I was not able to login. The timestamp on the screenshot is different.
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,Henggao
Business response
10/29/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been with Homesite Insurance since May 3rd 2006, my policy was canceled by home site Insurance on May 3rd 2024. Homesite insurance came out to my home and discovered a number of items needed to be repaired in order to keep my policy enforce. The requested repair was completed in a timely manner prior to the deadline, proof of this information was sent via email, however my policy was still canceled. The home site agent whom we were dealing with was unprofessional. He did not return calls nor did he respond to texts or emails. He waited until the last week to contact me and despite what was in writing which needed to be repaired the repair items were changed verbally. I spent thousands of dollars on repairs just to have my policy canceled after so many years. The customer service at home site ********************** is awful. I would like a refund of the money I spent on repairs or to have my policy reinstated from May 3, 2024.Business response
10/15/2024
Hello ,
Please find attached the response to ***** ******** complaint.
Thank you,
Customer response
10/28/2024
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.
FAQ
Regards,*****
I am not satisfied with the response. Homesite insurance assigned an agent to my case who was unavailable for more than a month, original documentation supporting the repairs were emailed 3 times. We asked for clarification with regards to what they wanted which also took weeks for them to reply. The repairs were completed on the property, pictures and invoices were sent with said repairs (photos). I was originally told that the roof needed to replace missing shingles and that the chimney needed to be replaced/repaired, this was completed before the hand, the steps were replaced, lighting fixtures, the non-attached garage had a complete tear off and roof repaired.
I believe that Homesite insurance cancelled my policy due to the filing of more than one claim. As many as the other complaints talk about customer service, or experience was no better, the agent we were assigned was unavailable for question for month, very unprofessional or maybe even deliberate.
Business response
11/04/2024
To Whom It May Concern:
There is no new information that was not already addressed.
Thank you.
Initial Complaint
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I got a quote for my home insurance which I paid in full at the start of June 2024.I have proof to show that I paid my policy in full.Homesite have gone and sent my file to a credit collection agency for payment of $100 saying I have not paid my policy in full. Theyre refusing to acknowledge it & have made it impossible to get anyone on the phone.Business response
10/11/2024
Please see the attached response.
Thank you,
Initial Complaint
10/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have had home site insurance for 20 years yesterday I found out they were not renewing my policy because nobody can write it and they want to charge me three times the amount of what I was paying for 20 years and the 20 years I have never took out a claim for anything I paid $780 a year for 20 years and without any notice to the mortgage company they tried to pay it yesterday and they said they could not pay it policy #********Business response
10/11/2024
Please see the attached response.
Thank you,
Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Transaction: 07/18/24, incorrect on filed claim as 07/19/24 The amount of money paid to the business: $7,521 What the business committed to provide: Finalized processing of the claim after receiving all documents including preferred vendor estimate which was handled by the first adjuster.What the nature of the dispute is: I am disputing because without notice my claim was given to another adjuster named ****** *****, who has issued payment to the water mitigation company, has provided my number to other third party companies despite me letting him know the estimate is done, I will use my preferred contractor and he deliberately is delaying my claim. I have called, left messages and voicemails, including emails and correspondence for his manager ****** ******, yet no response since July. My family has had to rent a another house due to loss of use of the property due to health and safety risk to my family and I, the major damages from interior water back up, has also caused damage to personal property, such as sofas, bedroom furniture etc. which needs to also be included in this claim after reviewing what the policy covers. The current adjuster was very rude, unprofessional, short tempered and simply neglecting my claim with demands request his right to order for another comparative estimate stating If I provide another estimate from a second contractor he will process the claim, however the claim continues to delay, leaving my family and I out of our home and incurring additional expenses unwarranted if not the claim is settled. I did express to him due to my night shift schedule I cannot meet his referred vendor.Whether or not the business has tried to solve the problem: No, rather they are delaying it!If the issue involves advertising: Yes, on my online portal that list what my policy covers it clearly states water back up damage is covered and the insurance company and done their inspection of the home to take measurements.Business response
10/01/2024
We are Comparion Insurance Agency, not Homesite Insurance. We did not provide this customer a policy in Georgia and never have. I wish we could provide more information to assist you but can't. I also wanted to add that this is the 3rd complaint I've answered for Homesite Insurance to our address for other states that our agents do not sell to so something is incorrect.Business response
10/02/2024
Please see the attached letter.
Thanks.
Jared
Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our home had water damage so we filed a homeowners insurance claim with Homesite Insurance through Progessive. A company called *************** did approximately $10,200.00 worth of work on the home. Although *************** has filed the correct paperwork per the insurance claims adjuster ****** ***** and another individual named ******* ABC Restoration has yet to be paid so they are harassing me about payment. When ABC Restoration harrasses me I call Homesite again to follow up on their payment to ABC Restoration and leave a voicemail and never hear back. Please pay *************** their due amount.Business response
10/01/2024
I just received this letter (the second not the first). I am the agency manager of Comparion Insurance in St. Peter's and not affiliated with Homesite Insurance for this customer out of Arizona. I nor any of the agents working in this location have have anything to do with this customer nor this policy. I wish I could assist in this matter, but I'm unable to do so. As for this letter being addressed to Homesite at 6141 Mid Rivers Mall Dr - That is and has been Comparion Insurance for just 1 year now and we are an insurance agency in St. Louis MO and are not Homesite Insurance. I am unaware of anything related to this policy or claim stated within this detail listed above as they are not associated with our office or our agents in any capacity.Business response
10/02/2024
Please see the attached letter.
Thank you.
Initial Complaint
10/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My home sold a month ago and I was to be refunded the policy amount I paid for this year, but Homesite has failed to issue me a refund. They said that they issued me a refund 10 days ago, but I never received it and now my mailbox has changed. The first Problem I am experiencing is that They said it could take 30 days or up to 15 business days to re-issue me a check, but it can actually be done instantaneously they are just holding me hostage to their policy which they invented and I did not agree to. The second issue I experience is their customer service supervisor **** telling me it was my problem and not his, but I was calling them because clearly it is an issue with the business. He really told me that it was between me and the post office but then again it is the responsibility of the creditor to ensure that I have received my check And that it was sent. Subsequently he accused me of trying to cash two checks at once, which is not only feasible Since one check would be canceled, but he profiled me as a criminal. The representative **** also hung up on me. I tried to work with them and see if they could direct deposit or ***** it but they refused even though this is my money owed to me. Telling me its my problem to deal with when clearly Homesite has my own money is not appropriate or professional because its a problem they created. I no longer have access to the original mailbox since they have taken so long and now theyre telling me they are going to take forever again . This is completely Unacceptable. They need to expedite a payment to ***** ********* ********************************************************************************Business response
10/01/2024
We are not Homesite Insurance, we are Comparion Insurance Agency at ************************** and we do not sell policies in California where this client resides. I wish I could provide more information or assist you or this client but we do not have any information to provide. Thank you.Business response
10/07/2024
Hello,
Please find attached the response to the ***** *********** complaint.
Thank you
Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 14, 2024 our roof suffered damage from a storm. We submitted a claim through Homesite as required. We received a small settlement check. However, the amount we were awarded is not even close to the amount needed to fix our roof to pre-storm condition. We have gotten multiple estimates for our roof from different roofing companies who have essentially said the same thing. We have been calling daily for months now and have been through two different claims adjusters and two different supervisors, no one is helping move this claim forward. They are essentially stalling and not returning calls and not handling this claim. Our roof is not fixed and we are now at a complete stop with nothing happening. We have paid yearly for this insurance and this is our first claim that was out of our control, please process this claim.Business response
10/01/2024
Please see attached letter.
Thank you.
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