Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I changed homeowner insurance Florida peninsula to tower will and now MR ****** my mortgage company go up with my mortgage payment because the amount Florida pennsula sent me as a refund. I am us citizen and I know my rights in this country . I want please BB figure out this problem. I am retirement and pay bills on time . Problem between Florida pennsula and MR ****** mortgage ! Thank you

  

  Business response

  01/21/2025

  This insurance policy became effective on March 6, 2024. On May 10, 2024, we received a cancellation request from the insured, which was signed and requested that her policy be canceled effective April 30, 2024.

  On May 15, 2024, we processed the cancellation as requested, with the effective date of April 30, 2024. The insured also provided documentation of her new policy with **********, which similarly commenced on April 30, 2024. The premium for the coverage provided between March 6, 2024, and April 30, 2024, totals $337.12.

  Our objective is to ensure our clients thoroughly understand their policy and its terms. However,despite multiple attempts to clarify this matter to the insured, we have not achieved a satisfactory understanding. Ultimately, we are unable to refund the amount of $337.12, as we did provide coverage during the stated period and cannot offer complimentary insurance protection.

  Customer response

  01/21/2025

   
  Complaint: 22789869
  
  I am rejecting this response because:

  Is not supposed the insurance wait one month for cancel the policy. My mortgage company(MR ******) go up with mortgage payment FROM 1165 TO 1300K. I am retirement, 64 years old and i have to pay this amount now. Is ridiculous. I want my refund please, so i can put more money in my scrow balance. They try rip me off because i have last name from *******I am us citizen, my husband ***** ****** is american and i know my rights in this country. Please, i want my refund. Florida Peninsula and the agent gave me a lot of stress: my house is townhouse, they put in my policy my house was single family; they didnt add hurricane covered, they cancelled wrong policy. they did everything for try make me stupid and i am not. I want my refund please soon is possible for add in my scrow balance.
  
  Sincerely,
  
  *** ***********

  ***** Ryan ***********

  

  Business response

  01/22/2025

  We acknowledge the consumer did not find our response satisfactory, and we sincerely regret any frustration this may have caused. As previously stated, we are unable to provide complimentary insurance. We recommend the consumer contact her agent for further clarification and assistance regarding her concerns.

  Customer response

  01/22/2025

  I didnt find space for answer my last e mail . i will not contact agent for any question, because i canceled my policy direct with florida peninsul;a insurance. The agent is bad, and never answered my phone call, did not fix policy, did everything wrong. Is supposed florida peninsula cancel my policy imediatelly bec i had another insurance. They are very bad as a customer service. Please, i want my refund or i will take everyone for court house. I am senior, us citizen, and know my rights in this country. I want my refund for deposit the amount in my mortgage scrow.

  Thanks

  *** ***** *******

  **********

  Customer response

  01/24/2025

   
  Complaint: 22789869
  
  

  I didnt find space for answer my last e mail . i will not contact agent for any question, because i canceled my policy direct with florida peninsul;a insurance. The agent is bad, and never answered my phone call, did not fix policy, did everything wrong. Is supposed florida peninsula cancel my policy imediatelly bec i had another insurance. They are very bad as a customer service. Please, i want my refund or i will take everyone for court house. I am senior, us citizen, and know my rights in this country. I want my refund for deposit the amount in my mortgage scrow.

  Thanks

  *** ***** *******

  **********

• Initial Complaint

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During Hurricane ****** we sadly suffered from damages to our house. The neighbors tree fell and by doing so it shook our house to the point that pictures fell from the wall. The next day we discovered that some panels on the garage ceiling dropped down, we saw that the siding on top of the garage was now all cracked, we saw that there was a soft spot on our roof and in the attic we found fresh water damage, cracked wood that supports the roof. We also lost 6 power plugs (they worked before and now they dont). We have before and after pictures yet the insurance keeps denying our claim. Even if their employee stated its unsafe for me to go check. We dont want anything from free, we only want what we pay for.

  

  Business response

  12/02/2024

  Thank you for contacting us.  As we advised the customer, in writing and via email, et al, the Coverage A portion of the claim was less than the hurricane deductible.  Therefore, no payment was permitted or due under that portion of the policy.  In terms of food spoilage, the check for the full amount was issued as noted below:

  "Dear ***** ****** and ****** *******,    Thank you for affording us the opportunity to assist you with your claim.  Enclosed you will find an itemized estimate and statement of loss for the damage covered for this claim. However, based on the estimate the damage to your property for the Coverage A - Dwelling portion of the estimate was less than your deductible. Please review your estimate carefully.  The claim settlement amount is based on our estimate of damages less any applicable deductible.   A check in the amount of $500.00 will be mailed to you. This is for the replacement cost value of the coverage for Refrigerated Property/Food Loss portion of the estimate."

  At this time, the file has been handled and closed, and all parties notified.  Should the customers have additional documentation or information, they may follow the submission guidelines noted in the package sent to them.  We appreciate your interest in this matter.

   

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/16/24, ***** *********** with Insurance Express charged my credit card $5197.09 for a Florida Peninsula Homeowners Insurance policy. Within 20 minutes, he sent me an application to fill out. I was denied insurance due to the application questions which I never filled out. ***** texted that he had cancelled the charge which he did not do. In addition; I already have an existing homeowners policy with Citizens Insurance. I never agreed or signed anything with ***** *********** or his agency or Florida Peninsula. I also filed a complaint with Consumer Affairs that is also investigating ***** *********** because they cannot verify his insurance license. He then signed me up with ********************************* that I did not agree to. I have all ***** Van Colliers texts verifying that he made a mistake, cancelled the policy, etc.

  

  Business response

  10/17/2024

  The insured has submitted an inquiry to the Florida ******************************** (***) concerning this matter. As the *** functions as the regulatory body for insurance in Florida, we will respond directly to them regarding this issue. Please kindly close this case.

  Thank you.

  Customer response

  10/19/2024

   
  Complaint: 22407187
  
  I am rejecting this response because the Insurance Express agent lied about verbally asking me about any conviction or any other questions except for details of my house. Florida consumer affairs did respond on October 14 repeating the same lie of ***** ******* who should not be licensed to sell insurance. Apparently Insurance Express will not respond because of his text copies I sent verifying ***** ******* is at fault. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/28/2024

  Again, we will not discuss this matter in detail, as it has been escalated to a state regulatory body. However, we would like to emphasize that we have consistently communicated with the insured about our willingness to assist him in canceling his policy. 

  Customer response

  10/28/2024

   
  Complaint: 22407187
  
  I am rejecting this response because I have not received a refund. Florida Peninsula has not called or e-mailed me. When I called them, they verbally told me to write a letter cancelling the policy, sign it, fax it, etc. This policy was denied by Florida Peninsula within 20 minutes of ***** *********** charging my credit card. I have sent copies of his texts confirming his error/scam and attempts to cover it up. He should have his insurance license revoked. ********************** Consumer Affairs has closed this file weeks ago and has forwarded my complaints to other state agencies for further investigation. Whoever sent this response to you already knows the case has been closed. Shameful that Florida Peninsula, Insurance Express, ***** ***********, and whoever is messaging the BBB continues to lie about ****************** supposed verbal comments to me, Florida Peninsulas supposed communications to me, and now that this matter is still supposedly with Florida Consumer Affairs. Lastly, my credit card company advised me several times not to send anything in writing to Florida Peninsula because they will not furnish anything in writing and they will get the refund. 
  

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

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my homeowners policy August 8, 24 and requested a refund I have yet to received my money. They have told me lie after lie that they mailed a check on September 12, 2024 that I have yet to receive.

  

  Business response

  10/18/2024

  Our records show the refund was dispatched to the insured promptly on September 12, 2024. We process refunds via first-class mail through the ****************************. While we aim for efficiency, we appreciate your understanding that we do not control delivery times. We advise against placing a stop payment and reissuing a new check too soon, as this may cause further delays in receiving the funds.

  However, to better assist the consumer, we took the initiative to overnight a new refund check on October 14, 2024, and we are pleased to confirm it was delivered on October 15, 2024. We sincerely appreciate the consumer's patience throughout this process.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for roof damage due to storms on a house that was less than 4 years old. My claim was denied as they said that it was normal wear and tear. They had no information about the house, no prior inspections and no reasons given. I had to continue to call every few days in order to get any information before they finally told me it was closed. I filed an appeal and it has been over a month since the appeal was filed. I have called at least weekly for over a month, continuously being told that someone will contact me, only for that person to never call. The only way I can get information from them is if I call them. They refuse to transfer me to anyone that is involved in my claim, telling me they will leave a message and I will receive a call back. Besides their complete lack of customer service, including having to jump through multiple numbers just to get to the department supposedly handling claims, their policies are so full of loopholes and exceptions that almost nothing is actually covered in the policy, despite it claiming to cover exactly what my claim was for. I will be contacting my original insurance company, which sold my policy to Florida Peninsular and will be asking them to reevaluate their relationship with this company as well.

  

  Business response

  08/05/2024

  Thank you for contacting us regarding this particular customer and claim file.  This claim, FPI242974, was handled and is currently closed, and the customer and their agent notified in writing.  As recently as 8/2/24 -- three (3) days ago -- we left a detailed voice mail message for the customer, regarding the decision made on the file and provided full contact information should he have additional questions.  On the same day, we sent a communication to the customer via e-mail.  That e-mail noted:

  "Good Afternoon,  As per my voicemail to you of this afternoon, I phoned you to discuss your questions regarding the above-referenced claim and our coverage determination. As I stated I was away from the office yesterday afternoon and today due to a death in my family.  As I stated on the voicemail, I have reviewed the claim and our coverage determination today and previously with the supervising adjuster that handled your claim, and confirmed our coverage determination as per our letter dated June 18, 2024.  Based on the terms of your policy, we have determined there is no coverage for this claim. I have also reviewed the Class Act Inspections property inspection report dated June 13, 2023 as well as the ProTek roof repair invoice you sent via email on July 23, 2024.  I would be glad to discuss the claim and explain our coverage determination with you at a time convenient for you.  Please call our Customer Advocate Team at ************ and provide a couple of options for a time that I can call you."

  As we originally explained to the customer, in writing:

  "We have completed the investigation and evaluation of your claim.  Based on the terms of your policy, we have determined there is no coverage for this claim.      Based on our investigation and the property inspection, the sustain water damage to the interior ceilings in the loft, stairwell and hallway from a leak; our inspection did not reveal any evidence of sudden and accidental physical direct loss.  The policy provides coverage for sudden and accidental direct loss to property only if that loss is a physical loss to covered property. The policy also does not afford coverage for damage to property that is caused by wear and tear, deterioration, faulty installation, damage caused by wear and tear maintenance issues is not covered under your policy."

  Homeowners insurance covers sudden and accidental incidents/perils, not long term damage, wear and tear, or similar maintenance-type issues.  We understand the customer's frustration, but we are not permitted to make payments on uncovered/excluded forms of damage.  We found ceiling-type stains, and noted, "the water stains on the loft ceiling are located under the upper front roofing section directly beneath the interface of the valley metal and step flashing.  There was no visible distress noted on the roof covering in this area."  Without sudden and accidental damage -- a windstorm or hail storm, for example -- there is simply no coverage under this policy.  The subject policy is an insurance policy, not a maintenance policy.  

  Our file was handled timely, properly, and accurately.  We have reached out to the customer in writing, email, and phone calls on multiple occasions, and stand ready to assist if further questions arise.  The claim itself, however, shall remain closed.  Thank you for permitting us to explain the background of this particular claim.

   

   

   

  Customer response

  08/05/2024

   
  Complaint: 22086474
  
  I am rejecting this response because:

  I still have not received a call from the person handling the appeal and they have no addressed any of my points brought up in my appeal. Further, I specifically mentioned when I was unavailable to speak to them, which is when they decided to call after telling me that the person was out of the office all day and that was the reason I couldn't speak with them.

  Any attempts to speak withe the people involved in the claim or the appeal has been ignored and any questions I have had about the reasoning behind it are ignored as well. I have quoted their own policies about why my claim was approved according to their policies and it was ignored. They have no direct lines to anyone in order to speak to the people responsible and constantly spend time transferring you to different departments or supervisors who don't work in the correct department and they claim that should be enough.

  I am not convinced that this isn't a scam and have filed formal complaints with the Federal Trade Comission alleging as much.

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obtained insurance coverage from Florida Peninsula on my new house. The offer on the house was contingent on being able to obtain insurance coverage. 4 Point inspection was obtained and all issues were repaired. After 2 months on the policy, florida peninsula cancels my coverage or wants me to sign a limited water coverage form. They requested proof of repairs as well as paid in full invoices (Still unsure why they need to view my receipt). All was provided yet they are still cancelling the policy. Horrible company to deal with. Complete scam.

  

  Business response

  07/26/2024

  Thank you for choosing Florida Peninsula Insurance Company for your insurance needs. We appreciate your cooperation in providing the required proof of repairs. Although your signed application indicates your request for full water coverage, the property inspection's plumbing photos revealed corroded plumbing. As a result, we regret to inform you that we are unable to offer full water coverage. In order to continue the policy, you must sign the Limited Water Damage Coverage form. If we receive the signed form by 10/15/24, the cancellation will be lifted, and the policy will proceed as planned. Please reach out to your agent if you need a copy of the Limited Water Damage form. Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was looking for homeowners insurance quotes via harvest insurance. They found Florida peninsula as a viable option. I was gathering information and still getting a quote. Harvest Insurance proceeded to send the Florida peninsula insurance to my mortgage company without my authority or authorization or anything signed. They had no right to do that and now I am getting billed from Fla Peninsula. I received a form to sign to cancel the insurance because of that. I sent the cancellation back to them and they are still billing me. I procured Insurance through GTE insurance. They are the ones that brought this to my attention. Harvest Insurance was unethical and had no legal authority to submit the insurance to my mortgage company. I signed a cancellation and apparently it was not acknowledged by Florida peninsula Insurance. I do not want any of this to affect my credit or for them to come after me for an outstanding balance. I have had to contact my GTE credit union to ensure them that this is not my insurance through Fla Peninsula, should they attempt to submit it to them. This is totally unacceptable and has caused me a lot of anguish and follow up and being put on hold with no apparent resolution. This needs to be reported and the person that serviced this was *********************** of harvest Insurance and he should be fired.

  

  Business response

  03/26/2024

  Thank you for the opportunity to respond. We contacted the consumer and we were able to obtain additional information. Although Harvest Insurance is an independent agent, we reassured her we take these matters very seriously.
  According to our records on 3/5/2024, we received a signed cancellation request, and on 3/6/2024, the policy was cancelled flat effective 3/4/2024. The consumer will not receive any more invoices and it will not affect her credit. We appreciate the consumer bringing this to our attention. 

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They contacted me and we discussed the situation and I was appreciative of their efforts to resolve any future similar issues.
  Thank you for resolving this matter in a timely manner.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wrote out a personal check on January 5, **** and mailed it from the Royal ********** post office. Around January 8, **** ****** Insurance ************ called me to say the insurance was being cancelled because they had not received payment by January 6, ****. I said that I understood that there was a thirty (30) day grace ****** and the check should be received by the Pennisula Insurance Company that day or the next. ****** called me a day or two later to say the property insurance was cancelled. I later found out from my bank that the insurance company cashed my check on January 12, **** (which check was for the full year). I do not have a history of missing payments because I always paid in full for an entire year. I think that by them accepting and cashing my check a contract occurred. However, it is interesting to me that I did not receive a notice of cancellation in the mail nor have they returned the check? They need to return my funds to me immediately.

  

  Business response

  01/26/2024

  Thank you for the opportunity to respond.

  According to our records, we mailed the renewal offer to the consumer on 11/14/2023, with a premium due date of 1/6/2024.  This notice provided ample time to make the payment. On 12/22/2023, we mailed the consumer a reminder notice, which included the due date of 1/6/2024, but it also included a statement in a bold font stating the minimum payment must be received prior to the due date or the coverage will expire. The payment was not received by the due date, and on 1/7/2024, we mailed him a Notice of Policy Expiration. These notices were all mailed to his mailing address. Typically, if our correspondence is undeliverable, the postal service returns the correspondence; however, these items were never returned.

  According to this complaint, the insured mailed the payment from ****************, ** on 1/5/2024, to our payment center in ******, **. It is unreasonable to expect the postal service would deliver regular mail the next day. Please note payments are due as noted on our invoices and notices, and we do not have a 30-day grace ******* We understand life is hectic at times, and if the payment is being made too close to the due date, we offer other alternatives. Instead of mailing the payment, the consumer may pay directly on our website or contact his agent or our customer service department to make his payment.

  The late payment was received and posted on 1/12/2024, and the policy has been reinstated. If the consumer would like his funds returned, please have him provide a signed cancellation request along with proof of replacement coverage. 

  We hope this information is helpful and has addressed the consumer's concerns.  

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This was not a minimum payment.  Rather it was a full year payment and they reinstated the policy and I consider they have acted in good faith since I was paying for the entire year.  I have never had any problems with this Company before and I believe they have acted in good faith and treated this incident with proper business protocols.  Thank you for your assistance and I am we have resolved the issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has caused too much stress!!! I have had nothing but problems from Brightway Insurance for quite a few years! They have been taking advantage of my Escrow Account with CMG Financial for years. Frankly, I'm tired of it! A few years ago, Brightway changed my Homeowners Insurance to Florida Peninsula without my permission. My premiums went sky high to $1900+. This year in 10/2023, in which wasn't due for a renewal until 11/2023, Brightway changed & allowed Florida Peninsula to change, charge & deduct $3225.25 from our Escrow account, causing an shortage, without our permission, for the so call renewal months of 11/01/2023 - 11/01/2024. I have Triple Negative breast cancer! I have stage 3 Breast Cancer. I do not have extra money to give Florida Peninsula or Brightway! They both are taking cold advantage of my fixed income along with ***** at Brightway! This is NOT fair for our premiums to go up that much advising & talking about Florida inflations! It isn't that much inflation! I do NOT suggest Brightway as they keep causing an shortage in my Escrow account every year! Every year increasing our premiums! I do NOT recommend Florida Peninsula for Homeowners Insurance neither as they overcharged us on our premiums as well! I would like my refund ASAP!

  

  Business response

  11/22/2023

  Thank you for allowing us to respond. According to the consumer her agency Brightway changed her insurance company to Florida Peninsula without her permission. However, our records indicate we assumed this policy from Citizens Property Insurance Corporation (Citizens) as part of its depopulation program. On 12/29/2021, the insured was mailed a Policyholder Choice Offer Form where she was provided with the option to be assumed by Florida Peninsula or remain with Citizens.  Any questions regarding the program or of our assumption of this policy should be directed to Citizens.  
  

  The consumer alleges Brightway Insurance changed and allowed us to change, charge and deduct $3,225.25, from her escrow account, causing a shortage without her permission. Please note neither company has access to her escrow account; however, there are legal and contractual obligations by both companies. As an insurance company our obligation is to mail timely invoices to her mortgage company, and her mortgage companys obligation is to pay the premium timely. As required, we have provided the insured with copies of all the invoices mailed to her mortgage company and provided her with a copy of her new policy premium. In fact, the renewal is issued at least 45 days in advance allowing her plenty of time to make any necessary changes or shop around for a better rate. We have no record of the consumer contacting us either by phone, email, fax, or mail regarding any of her allegations. We would typically refer consumers to their agent to review their current limits,coverages, and discounts for possible premium reduction; however, based on her allegations, it does not appear this an option.

  We empathize with the consumers situation, but she was not overcharged, and she is not *********** a refund. The premium charge is correct. It is not clear if its the consumers intention to cancel our policy;if it is, we require a timely insured signed cancellation request. Once received, we will refund the unused portion of her premium. We hope we have answered the consumers concerns. 

  Customer response

  11/25/2023

  First of all, I have not received any notifications, request, policies, and or options to decide whether to stay with citizens, or choose Florida peninsula insurance! Saving money is very important for my budget as I am fighting for my life with breast cancer stage three! It is not fair for you to take advantage of my situation! I have talked to ************ have walked in his office and advised him of my concerns! He just advised me to call corporate as he was not interested in helping me! The premiums are not correct, as we were not given substantial notice that you guys were changing our premiums and increasing it as if you guys work for my hard earn money! Ive gone from 800 hundred to 900 to 19:00 and now $3000 which is not fair! I did not authorize any changes and to say that you did not deducted out of my account actually buy you guys a bogus premium change from $1900-$3000  is your fault, and you actually did cause a ruckus with our escrow account, making it to have a shortage! You have to be kidding me! Actually, yes, I do want another insurance company and I would like you guys to be reasonable with the cost that it takes to make the decision how much of a premium it would take to rebuild our house! I have never been late or any of my bills. Ive been faithful with you guys as you have removed the premiums out of my escrow account every year and Ive never been late on my mortgage! And you guys have embarrassed me by making our escrow account a shortage problem! All I asked, is you fix the situation and do it ASAP! Treat the situation as if you are treating a family member, because I have been faithful to the cost every year ! That part And I have a problem with you, trying to make it like Ive done something wrong, and I have not!!!

  Customer response

  11/30/2023

   
  Complaint: 20890665
  
  I am rejecting this response because: Fistt of all, The premium was removed out of our account a month prior to the renewal. That is a breach of contract if any. I did not receive any opportunities to choose whether to stay with Citizens and/or go to the Florida new ************ If that were the case I wouldve stayed with Citizens. On top of that if there arent a communication, obviously the customer did not give permission needed to make the switch! Especially when it is not in their best interest! Why would a consumer want to switch to a company doubling what they were already paying? Make that make sense!!! I/WE were not givin a chance to make the choice! There was plenty of time to wait on our response sense you sent out a letter! It takes **** business days to get the letters! I physically in pain walked into ****** office where he has 2-3 other associates working there with him & he refused to help, take notes and/or call to rectify our situation! I didnt need to fax, mail or email anything, I talked to my so called agent!!! He told me to call the company to get help! None of you guys are helping me but you took advantage of thousands of dollars of my money to help pay my cancer bills!!! Everyone lying & thretching the true a bit! I had or have NEVER received a call from Citizens, Brightway or Florida Peninsula about a change! The ONLY ones I heard from about this mess was my **************** & I contacted them about it first!!! Im tired of you guys thinking you can just take my money without my permission! That is NOT your right!!! When are you people going to learn that no news is good news not bad news!!! DONT CHANGE NOTHING WITHOUT THE CONSENT OF THE CUSTOMER!!! To make matters worse: THERE HAS NOT BEEN ANY CHANGES TO REBUILD THIS HOUSE AT ALL!!! I DID NOT speak to anyone about replacement costs and so on! But yet yall doubled the premium from the $1900+ $3600+!!!! I did not ask for all those EXTRA costs on the renewal policy neither! Yall are taking advantage of folks hard earned money! It is not cool! There is not that much of a problem cost of living! If that is the case you shouldnt be raising peoples premiums so high!
  

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

  Customer response

  07/25/2024

   
  Complaint: 20890665
  
  Basically the Sales Agents ***** & *********************** allowed Florida Peninsula Insurance company to transfer money out of our Escrows unannounced at the time & NOT by permission of any kind of over $3,225.22 twice to be exact! They doubled our premium without notice! We called to cancelled it & they never did! I was diagnosed with breast cancer and was in & out of the hospital with treatments for triple negative breast cancer at that time & now! These people are always looking for ways to take advantage of sick & vulnerable folks such as myself! I want my money returned ASAP! Brightway & Florida Peninsula has caused issues with my Escrow account. They have also increased the dwelling without my permission! I DO NOT suggest using neither of these companies especially Brightway as they have failed me & my family for quite a few yrs! Trying to give them the benefit of doubt! NEVER EVER again! I want my money returned! I am with another company & they sent a cancellation notice to no response or cancellation on their end as of yet today!
  
  Sincerely,
  
  ***************************

  

  Business response

  07/31/2024

  Thank you for your follow-up inquiry regarding this case. As per our previous communication, we advised a written request signed by the named insured was required to cancel the policy.We received the insured's signed written request on 07/22/2024, requesting cancellation effective 06/23/2024. The cancellation was processed as requested on 07/24/2024, and the prorated refund was disbursed to the insured on 07/29/2024. We trust this update has effectively addressed the insured's concerns.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a letter from Florida Peninsula stating that we need two repairs done on our home or our insurance will be canceled. We (my daughter and I) were very upset to receive this letter. We don't have the funds to make these repairs until January or February of next year (when I receive my tax refund). On October 11, 2023, I called Florida Peninsula's customer service line. I, first, talked to a kind agent, ****** but she transferred me to ****. **** was very abrupt and rude. I tried to explain our situation but she was uncaring and would not listen to my problem. She immediately cut me off and said we DON'T do extensions, is there anything else I can help you with? I was just shocked at her behavior. She wouldn't even let me talked to a supervisor. She snapped and said it's corporate policy, NO EXTENSIONS! We are very scarred that we are going to lose our insurance. Can someone with an ounce of consideration please help us? Thank you.

  

  Business response

  10/24/2023

  Thank you for allowing us to address your concerns about your policy handling and the most recent telephone phone call to our company. We take feedback very seriously and have reviewed the telephone call referenced in your complaint. We agree we could have appreciated your situation and clarified the required repair timeline better, so please accept our apologies. Since you indicated you cannot complete the repairs outlined in the letter on 09/12/23, a cancellation notice will be issued shortly. However, this cancellation notice will provide you additional time to submit acceptable proof of repairs to rescind the policy. 
  
  All insurance companies vary in their assessment and underwriting criteria, and we understand that you may not choose to or simply cannot comply with our repair requirements to continue the policy. If this is the case, we recommend you contact your agent to obtain replacement coverage as soon as possible to avoid a lapse in insurance coverage. 

  Thank you, 

  Florida Peninsula Insurance Company

   

  Customer response

  10/26/2023

   
  Complaint: 20724515
  
  I am rejecting this response because: Im highly disappointed by Florida Peninsula. Our original homeowner insurance, UPC, went insolvent. We were given such a short time by our agent to conduct a 4 point inspection and a wind mitigation inspection to apply for new insurance quotes. We were offered several quotes. Florida Peninsula, by far was not the cheapest quote. But we heard such good reviews about them and they were highly rated by the BBB. So we chose Florida Peninsula to be our new home insurer. But I believe we chose the wrong company for us (my adult daughter and I). I mean to demand you buy a $15,000 brand new ** system in 30 days is quite unreasonable. First, our current ** system is working fine, Second, that is a very, very big purchase that takes proper time to research, and Third, we have a home warranty contract that covers our ** system (and other appliances) if any issues should arise. I do agree we do need to replace the wood panels on the exterior of our home and we are going to get quotes next week. I also believe Florida Peninsula needs to train their employees better. I emailed Florida Peninsulas customer service and underwriting department weeks ago before I called ***** To this day, I still have not received a response. Also, **** was misinformed too. She said I could call my agent and remove the ** from my policy. My agent was just stunned! She said that is absolutely not possible! Im a retired school teacher. I receive a small monthly pension and a small monthly SS check. You can see how this is concerning to me and my daughter. And also financially challenging. Thank you for your time and consideration.
  
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  Business response

  11/01/2023

   We thank you for your feedback; however, our position on the required repairs within the required time frame remains the same. Please remember, as stated in our previous response, that the cancellation notice, when issued, will allow for additional time to submit acceptable proof of repairs to rescind the cancellation. Again, we understand you may disagree with our assessment of your property. If so, we recommend you work with your agent to obtain suitable alternate insurance coverage for your home as soon as possible to avoid a lapse in coverage. 

*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. ↩