Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern;I have a condominium policy No. FL0016489 with Cabrillo Coastal General that was from 3/26/24 to 3/26/25 for $1,044.07, that was sold by Citizens Property Insurance which I have already paid in full. Cabrillo Coastal is now threatening to cancel my insurance because they decided to change my policy and add a roof type to the ***** and material to shingle, not tile, for $154.53. My property is a condo unit on the first floor with no roof. They continue to harass me for payment when I had already paid my premium, and they are threatening to cancel if I don't pay the $154.53. I keep telling them that my property is not a house. It is a condo, and it does not have a roof. They continue to say that I have to pay for it when this should have been mentioned when I first got the insurance, not now. I do not need to pay for this since I have already paid for my premium, and my policy is valid through 3/26/25 since I paid in full.

  Business response

  02/06/2025

  Thank you for bringing this matter to our attention. We take our policyholder concerns seriously and we appreciate the opportunity to address them. As a general business practice, Cabrillo refrains from providing detailed responses on this forum due to privacy concerns.  A representative has been in contact with your agent to resolve your concerns. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 4, 2024, I rendered payment to Cabrillo Coastal in full, $1186.91, for Homeowners Policy Number **********. That equals $3.25 per day. This was set to expire 365 days later on April 5, 2025. On April 18, 2024, unbeknownst to me an inspection was completed at my property. A report was not provided until June 10. I was told my premium would increase $1,011.99, to render payment or my policy would be cancelled 10/18/2024 at 12:01am. The new policy totaling $2,198.90, This equals $6.02 per day. The living square feet was inaccurate and was lazily based on a Zillow search. I requested the specific items and information that supported their decision. I asked Cabrillo Coastal to identity of the source for this information. I requesting to see and obtain copies of documents relating to this decision to include but not be limited to the recorded conversations between myself and Cabrillo representatives. Based on the number of inaccuracies within the inspection report, I asked who completed the report, who they work for, and what qualifications, and/or licensing they hold to conduct inspections. Prior to cancellation on 10/18/2024. I advised Cabrillo my letter shall serve as a written request pursuant to State Laws for the above requested information. They never responded to my request. I also requesting in writing to be informed of the prorated amount which would be refunded to me. They never responded to me. Cabrillo insured me for 197 days, equaling $640.25. I expected to be reimbursed $546.66. On 11/1/2024, I received a reimbursement check for $6.03. I contacted Cabrillo and asked to be refunded the remaining $540.63. I advised them that the terms and conditions I agreed to was 365 days of coverage for $1186.91 as outlined on my declaration page. I told them they had no right to change the terms of our agreement, increase my policy to $6.03 per day and again asked for a refund. Ms. ***** laughed and said, “good luck” to me getting my money back.

  Business response

  11/12/2024

  ******* *****We appreciate you bringing your concerns to our attention, and regret we were unable to provide your insurance needs to your satisfaction.   As a business practice, Cabrillo refrains from providing detailed responses on this public forum due to privacy concerns.  However generally speaking, the underwriting review process for new policies includes confirming eligibility with the company.  One aspect of the process is achieved through a physical inspection of the insured property, which is referenced in the Applicant Statement section of the application.  Reviewing property records and using replacement cost valuation tools can be other sources of eligibility verification.  At times, changes may be made within the underwriting review period to ensure eligibility which may also impact the premium charged.  A representative has been in contact with you to discuss matters.

  Customer response

  11/12/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2024 we switched our homeowner's insurance policy over to Cabrillo Coastal on the promise that they would insure our dwelling at $229k, our financed price for a 2 year old *********** manufactured home still in like new condition. Shortly after we switched and our policy was finalized and paid in full, they pulled a bait and switch tactic by sending someone out to "inspect" the home shortly after hurricane ***** came through and then proceeded to lower our coverage to $133k with no warning or notification given. Our home had no damage from the hurricane and the inspection consisted of a few pictures of the outside only. They then sent us a new declaration page with the changes and a refund check for the difference of the coverage, which we have not cashed. Our mortgage company only signed off on this switch because they agreed to the full coverage of our loan. They claim is was a system issue they were unaware of that caused the original coverage amount to be approved in error. We have been trying for almost two weeks to get this corrected back to what they guaranteed with no success. Now that there is a possibility of hurricane ****** coming our way, they will not change anything and if we experience any damage or loss, we are not fully covered. This is fraudulent behavior on their part and if they do not honor their commitment to cover our home at the $229k they agreed to, we will seek legal action immediately, as will our mortgage company who issued the payment to them.

  Business response

  10/02/2024

  Thank you for bringing this matter to our attention. We take our policyholder concerns seriously and we appreciate the opportunity to address them.  As a business practice,Cabrillo refrains from providing detailed responses on this public forum due to privacy concerns.  We believe we will be able to find resolution to your coverage concern, having already spoken to you and your insurance agency. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July, I hired *** * ***** to obtain a new home insurance policy for my rental property. They connected me with Cabrillo Coastal Insurance/Safe Harbor. I provided a 4-point inspection and wind mitigation. I was approved for a new policy. Unbeknownst to me, the insurance company wanted to also conduct their own inspection of my property. But I never received any communication requesting to schedule an inspection. In August, I received a letter in the mail saying my policy was going to be canceled for failure to provide them an opportunity to do an inspection. I called my insurance provider and discovered that they had given Cabrillo the wrong name and phone number for the primary account holder. They had my name and phone number correctly listed as the secondary account holder. Yet Cabrillo never called me. *** * ***** and I called Cabrillo and explained what happened and that I would be happy to provide them an opportunity to do an inspection, but Cabrillo said it was too late and that they were canceling me in a few weeks on September 17. I did nothing wrong and was the victim of someone else’s clerical error and laziness. I am very disappointed in their customer service and unwillingness to make things right. Now I am at the mercy of any home insurance policy available to me at the last minute, which is costing me an extra $2000 a year for the same coverage! This company should be investigated for failure to communicate, confirm accurate information and for suspiciously canceling a policy based on their lack of effort. There is nothing wrong with my property and there is no reason any insurance company would deny me coverage. This is a weak excuse to get out of following through with an insurance policy. I want Cabrillo to make this right by re-instating my policy or compensating me for the difference I now have to pay.

  Business response

  09/19/2024

  We appreciate you bringing your concerns to our attention, and regret we were unable to provide your insurance needs to your satisfaction.   As a business practice, Cabrillo refrains from providing detailed responses on this public forum due to privacy concerns.  Generally speaking, the underwriting review process for new policies includes confirming eligibility with the company.  One aspect of the process is achieved through a physical inspection of the insured property. The application for insurance includes inspection details and reference to the inspection in order to prevent surprises when an inspection company contacts a policyholder.  If the inspection is not completed, whether it could not be scheduled or if it was scheduled but the policyholder did not keep the appointment to allow property access, company eligibility cannot be confirmed.  

  Customer response

  09/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The company failed to take responsibility for their failure to call me, ****** *******, to schedule an inspection. Their laziness or incompetence is to blame for why I was NEVER contacted to schedule an inspection. By NO fault of my own did I fail to comply with any requirements to be eligible for this home insurance policy.

  Regards,

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

  Business response

  09/20/2024

  Please see attached PDF response to complaint ********.

  Customer response

  09/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  You have once again admitted to being wrong. ******* ******* is not the correct person. The phone number and email you used to contact ******* ******* is the WRONG PERSON! HE DOES NOT OWN THAT HOME! 
  

  I, ****** *******, am THE ONLY OWNER of **** ******** ***** ****. You called ******* ******* and confused that poor man into agreeing to a home inspection that he knew nothing about!

  I am the owner of **** ******** ***** **** and I am the ONLY point of contact for that property. I informed you that you had the wrong person and contact information, but you did not care to correct that false information! You NEVER called me - the correct owner and policy holder! 

   

  Regards,

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the house and started clearing our yard of debri left by previous owner. First policy was cancelled due to our gates being locked because we were unaware of the insurance adjuster was coming to take pictures for cabrillo but later found out it was because our insured amount was higher than they wanted to insure. Second policy is being cancelled due to cleaning up our yard and debris from trimming trees and repairing porch. Some debri was left by previous owner, Which we were cleaning up when insurance adjuster showed up to take pictures. The insurance adjuster said everything looked better than it originally did and everything was good and he documented we were cleaning up trees and repairing porch other than that he recommended removing a few limbs over the house. They kept us insured for 2 months and now we received another cancelation notice today. Which is crazy because it's peak hurricane season.

  Business response

  08/27/2024

  Thank you for bringing this matter to our attention. We take our policyholder concerns seriously and we appreciate the opportunity to address them. As a general business practice, Cabrillo refrains from providing detailed responses on this forum due to privacy concerns. We will be in contact with your insurance agency representative to discuss this matter

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/13/24 I hir ARIS Mold Removal and paid them $12,350.00 to remove mold in 2nd floor apt. at my 2-family home. Upon completion, I submitted claim on Policy #UH30033081 thru my broker **** at H& M General Ins. tel #************ with copy pf paid invoice as well as photos taken from Ins, **** previously. However, t-date, my claim was denied stating mold was only in bathroom tub and not in all of apt. **** from has phoned Ins. *** and they would not speak to **** nor return his calls. **** has also tried to discuss why tafter submitting proof that all the mold was removed and verified by NYC Inspectors them will not reimburse me anything.MY POLICY #UH30033081.confirmed

  Business response

  08/12/2024

  Thank you for bringing this matter to our attention. We take our policyholder concerns seriously and we appreciate the opportunity to address them. As a general business practice, Cabrillo refrains from providing detailed responses on this forum due to privacy concerns. We are in contact with your insurance representative to resolve this matter.

  Customer response

  08/13/2024

  Yesterdy, 8/112/24 I received a phone call from Cabrillo stating they will contact ARIS Mold  and H&M Brokerage directly as they need additional information

  from them as to diagram of 2nd floor apt. as well as breakdown of charges from ARIS (****) for work completed and charged me totalling $12,350.00

  which I paid.

  Customer response

  08/19/2024

  THIS COMPANY HAS NOT CONTACTED ME SINCE MY TELEPHONE CALL FROM CABRILLO  8/14/24 WITH A FEMALE REPRESENTATIVE.

  THEY DO NOT WANT TO REIMBURSE ME FOR MOLD REMOVAL FROM ARIS MOLD REMOVEL AS WELL  AS H&M BROKERAGE WHO HAS

  FURNISHED DOCUMENTATION SHOWUNG ALL ROOMS WHERE NYC NOTED MOLD WAS REMOVED VIA (2) nyc inspections.

  MY COVERAGE FOR POLICY #UH30033081 WAS FOR $20K.  HOWEVER,  I PAID $12,2350.00  FOR COMPLETE REMOVAL.  THEY WILL NOT

  REIMBURSEMENT ME ANYTHING.

  PLEASE REOPEN THIS COMPLAINT AS THEY ARE NEGLIGENT.

   

  Customer response

  08/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22089290

  I am rejecting this response because:

  THIS COMPANY HAS NOT CONTACTED ME SINCE MY TELEPHONE CALL FROM CABRILLO  8/14/24 WITH A FEMALE REPRESENTATIVE.

  THEY DO NOT WANT TO REIMBURSE ME FOR MOLD REMOVAL FROM ARIS MOLD REMOVEL AS WELL  AS H&M BROKERAGE WHO HAS

  FURNISHED DOCUMENTATION SHOWUNG ALL ROOMS WHERE NYC NOTED MOLD WAS REMOVED VIA (2) nyc inspections.

  MY COVERAGE FOR POLICY #UH30033081 WAS FOR $20K.  HOWEVER,  I PAID $12,2350.00  FOR COMPLETE REMOVAL.  THEY WILL NOT

  REIMBURSEMENT ME ANYTHING.

  PLEASE REOPEN THIS COMPLAINT AS THEY ARE NEGLIGENT.

  Regards,

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

  Business response

  08/21/2024

  The complainant filed the claim to address the tenants concerns with the condition of the property. After the claim was initially filed, the complainant voluntarily withdrew the claim but subsequently refiled after incurring costs associated with the maintenance of the home. We inspected the reported loss, and coverage was not afforded for the reported loss based on exclusions within the policy. 

  Customer response

  08/21/2024

  Cabrillo has documentation sent by ********* Removal who did the work on 2nd floor apt not just bathroom tub which they originally stated but

  clearly showing all mold removed in entire apt.

  Since my po licy was $20,000, coverage and I paid $12,350.00 to ARIS, I have been denied any dollar reimbursement.

  The  paperwork sent by **** (****)  tel #********** as well as my broker H&M (****) **********  confirms this.

  I will not renew with Cabrillo  if they will not live up to  my coverage.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had property at **** **** *** **** ******* ** insured with this company when damage occurred during Hurricane Ian on 9/28/2022. Policy Holder: **** ******, Claim #**********, Policy #**********. We had Loss Assessment Coverage in the amount of $2,000.00. Our HOA provided documentation for the Loss Assessment on August 30, 2023 in the amount of $4,503.00 per condo owner. We sold the property at **** **** *** *** in March 2023. Prior to the sale I sent an email to Harbor Claims, the company/division that processes the claims, to see how we handle the loss assessment claim if we sell the property and as a result discontinue our policy. I received a written response indicating that we could "still file the claim even after coverage has ended". In anticipation of getting paid $2,000 for the Loss Assessment we offered the buyer of the condo a credit for the assessment that we knew would be coming after the sale was completed. After receiving the Loss Assessment letter from the HOA in August 2023 we submitted a claim. The response from the insurance company was that no money would be paid because we did not have the condominium insured with them at the time the assessment was levied. I believe that they were dishonest and unethical in leading me to believe that there was no problem with submitting the claim after selling the condo and discontinuing our policy. If they had been upfront about their intentions I could have continued the policy until we had the loss assessment letter or at a minimum not offered the credit to the buyers of our condo. I am just asking that this company pay us the $2,000. At the time of the Hurricane, which was the time of the loss, we had coverage and we had paid for the extra loss assessment coverage. Thank you for helping us resolve this matter.

  Business response

  10/10/2023

  Please see the attached response to complaint ********.

  Business response

  10/13/2023

  Please see the attached response.

*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. ↩