Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Unreasonable rate increase for windstorm insurance. Not able to get resolution to resolve matter. Tried resolving it with agent for insurance company with no success..

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a customer of Brightway and have three policies with you. The two in question are for the address: *** ****** ******* ******** **** ****** *** ****** I called Monday, March 27th 2023 noting the sale of the house closed and I had all the documents and to cancel the Vacant Homeowners Policy and Flood Policy. I spoke to Aaron at the local office in Riverside and he said the policies would be cancelled effective 03/28/2023 and asked for a confirmation email. I called back around a week later asking for the confirmation email since I never received it and Aaron did not say that the cancellations were not sent in, only that it takes three to four weeks to receive the check. I received my payment for the Vacant Homeowners Policy and it was dated 04/05/23; thus, my check was short $136.62 or I paid for nine days due to their error AND I received the DocuSign from your Riverside Office for my flood insurance Monday, 4/24/23 for the Flood policy, almost month after calling it in? So, there are two issues here: 1. Brightway service reps, Caesar and Jeff, told me Olympus does not back date you owe me $136.62. So, either Corporate Brightway or Aaron from the Riverside Office does since he made the error on both policies. I have contacted Daniel Miller who owns the Riverside Office and he says he is calling corporate, but never gets back to me. 2. Why did it take a month to submit for my Flood insurance? I am owed a refund of $136.62 due to the failure of Brightway Riverside to do their job and Aaron made the mistake. It is also my understanding that under Florida Law my refund must be returned within 15 days of the cancellation of the policy - neither was met with these two policies.

  Business response

  05/02/2023

  *** *****
  
  I have a question. It appears this policyholder has already been working with the agency these past two days and they both felt very pleased with the resolution.
  
  Now, I'm glad to give this information in a written reply. However, the policyholder said he would gladly rescind his complaint. However, is that something which can be done? Or, once the complaint is filed, it's there for good?
  
  Please let me know. Either way, they figure out the glitch with the carrier involved and the agency made some strides in good faith to help the customer get what they needed done... done! 
  
  ******** *** ***

   

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

  Customer response

  05/02/2023

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

   

  Please cancel this complaint - it has been resolved with Brightway.

   

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Requested a quote and got a prompt response with an attractive proposal to which I agreed. When it came time to sign the document, the price difference of approximately $1000 stood out right away. I brought that up and it was chalked up to some staff miscommunication. No biggie, it happens. As I was reviewing the amended proposal, I came across verbiage I thought was misleading and improper (my inclination was later verified by two separate insurance agents) and made me feel uncomfortable signing this document, which I communicated both to ***** and *****, both of whom responded with their rationale for this. It didn't matter to me at that point, as I was done with this agency by this point, as I didn't feel comfortable with the 1K "mistake" off the get go and now feeling uneasy about signing off on prior owner's claim being assigned to me. Regardless, this is besides the point. My last communication with ***** and ***** was on 3/1, which stated that I am not comfortable signing off on their policy proposal. Today, 3/7 my mortgage company posted a statement that *****/*****'s proposed amount was paid. TLDR: *****/*****'s proposed policy, which was riddled with "mistakes" and was left unsigned by me was somehow submitted to my mortgage company, who paid *****/***** $2903. I called and left a voicemail, waiting to hear back. If all is as it seems, it appears fraudulent, but I will await their explanation/resolution.

  Business response

  03/17/2023

  Requested a quote and got a prompt response with an attractive proposal to which I agreed. When it came time to sign the document, the price difference of approximately $1000 stood out right away. I brought that up and it was chalked up to some staff miscommunication. No biggie, it happens. As I was reviewing the amended proposal, I came across verbiage I thought was misleading and improper (my inclination was later verified by two separate insurance agents) and made me feel uncomfortable signing this document, which I communicated both to ***** and *****, both of whom responded with their rationale for this. It didn't matter to me at that point, as I was done with this agency by this point, as I didn't feel comfortable with the 1K "mistake" off the get go and now feeling uneasy about signing off on prior owner's claim being assigned to me. Regardless, this is besides the point. My last communication with ***** and ***** was on 3/1, which stated that I am not comfortable signing off on their policy proposal. Today, 3/7 my mortgage company posted a statement that *****/*****'s proposed amount was paid. TLDR: *****/*****'s proposed policy, which was riddled with "mistakes" and was left unsigned by me was somehow submitted to my mortgage company, who paid *****/***** $2903. I called and left a voicemail, waiting to hear back. If all is as it seems, it appears fraudulent, but I will await their explanation/resolution.

  Customer response

  03/22/2023

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

  I am rejecting this response because: this is a separate issue. What you continuously avoid addressing is your initial action of going forth with a contract I stated I was uncomfortable signing. You, and not the bank are at fault here, as you submitted a contract on my behalf that I said in writing I was not signing.

  Regards,

  **** ******

  Business response

  03/23/2023

   

  Brightway has worked with the policyholder and the carrier (Citizens) to resolve this issue to the best of our ability and control. Several factors contributed to the premium increase as this policy progressed from initial quote to issuance.  Among those factors:

  • The carrier incorrectly entered the year of sale for the home during the filing process. (This has now been corrected by the carrier.)
  • The absence of a signed Wind Mitigation Form which prohibited applicable credits from being applied. (The signed document has been submitted and the correct credit has been issued – which is slightly less than originally anticipated due to corrected information.)
  • The addition of an unreported pool and porch to the policy which were not mentioned at the time of the sale or listed in the initial Reconstruction Cost Estimate. (The agent is working with the customer to confirm these additions to the policy coverage are accurate.)

  Brightway is also continuing to work with the carrier and the policyholder to ensure that the premium reflects all relevant discounts, including properly applying any alarm system credits that may be due. Additionally, all parties are working to ensure that the policy now lists all pertinent property details to confirm appropriate coverage is in place for the customer.

   

  Thank you for affording Brightway the additional time required to research and resolve this matter.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was given insurance declaration page for closing on my home for amount of 2126.00 on 7-29-2022. on 8-01-2022 I received revised estimate of 2358.00 per year effective August 02, 2022. On 8-02-2022 I was contacted again and received amount of 2451.00 for the yearly premium from Brightway. Agent sent declaration page to Mortgage Company. I closed on my home 8-26-2022 for a policy which states 2451.00 per year. He said my policy amount was the same, 2551.00 per year and that nothing had changed. I explained to ******* on all of these occasions throughout these many months that the mortgage company was going up on my mortgage 400 per month because they overpaid on the policy. He stated a refund was in the works and a check would be sent directly to me in my name and i would have to sign this over to Navy Federal. I contacted ******* from November 22, 2022 through February 21, 2023 without any resolution. On February 12, 2023 I asked him when the check was cut and the check number. At that time he said the check was cut on January 27, 2023 and check number *********  Since February 18,2023 ******* has not responded and they have requested me to Contact Citizens and Citizens refers me back to Brightway. See attached Timeline of events in which the agent for a period of nearly 6 months sates a refund is coming and policy is only 2451.00 per year. See Declaration page of t his policy in which agent updated with Citizens on 12-21-2022

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’ve been with this insurance company for over six years for my home. They refuse to help me repair my roof & my furnace. They sent me around a little over a thousand dollars for the two claims. I couldn’t get anybody to repair the roof because it needed to be replaced.I had to do it myself. Then my furnace caught on fire later, they refuse to replace it when the fire happened on the inside of it. I had to get a lawyer to fight them. It’s been almost a year of going back & forth. We just settled & as soon as I signed my paperwork they had a bill of almost five hundred dollars sent to me for early termination of policy. I don’t believe I owe them anything. It was just proven that they did nothing for me in all those years. I would appreciate your help please. ***** *** ***** ****** ******* 

  Business response

  01/13/2023

  Brightway is committed to ensuring that our customers receive expert counsel from a local agent and responsive customer service from their Insurance carrier in the event of a loss. While Brightway cannot directly influence an insurers business practices or business decisions, we can advocate on behalf of our customers for fair and equitable treatment.Weve investigated the customers complaint. In February of 2018, the customer was notified in writing that the Insurance company's estimate of hurricane damage to her roof totaled $3,515.30. The letter also stated that she had selected a policy with a $3,000 hurricane deductible. As a result, the insurer enclosed a check with the letter for $515.30 to cover damage in excess of the deductible. The customer was also notified, The above settlement is based on our estimate of the damage. If additional damage relative to the loss is found during the course of repairs you may make a supplemental claim for the additional damage. Based on the customers complaint, it appears that a supplemental claim was not made.The customers deductible applicable to the furnace fire was $2,500, which likely contributed to the reduced payment estimate for that loss. We are unable to obtain information from the insurer for the furnace fire damage as that claim is not concluded in the insurers files.As to the customers assertion that she is being asked to pay for early termination of the policy, that is simply not true. The customers renewal policy term with the insurer started on August 29, 2022 and was not canceled until October 12, 2022. The customer remains responsible for the premium ($415.72) for coverage provided during that time period.The customers complaint is misdirected toward Brightway. Her dissatisfaction is with her insurance carrier. In addition, Brightway is not a party to her lawsuit.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I have given Brightway****** ******* *he benefit of the doubt for many years! The last draw came when Florida Specialty went into receivership during the pandemic and he didn't know what to do and left my family out to the wolves so to speak! I had to do all the calling & negotiating between FIGA, Roofing companies, hazard ins companies and research other Ins. involved for payment. ***** was like a fish out of water. On top of that he did not try to help shop to get us a good reasonable replacement for Homeowners Ins. By that time We ended up having to pay twice for H/O Ins to the previous & present Hazard Ins Company. Brightway aka ***** Sands has put us over our money in Escrows on our loan several times to calculate. I had to request several different refunds in conjunction with/by/from the Agent, Ins and etc. The last draw is RECEIVING yet another letter only a few days shy of have our Ins changed yet again From Citizens(who we have had nothing but problems, including trying to over charge us as well, from ***** mistakes and over charges)$1360 to Lord knows how much with/from Florida Pennsula Ins. That will mean for the last time, We will pay double the Premium for Hazard Ins. I would not stay and/or go back to ***** Sands & his group if it were free! I do not recommend Brightway ***** Sands and his brother, who is no different. Their agency still sucks even after hiring several guys to make as many mistakes as he did! The pandemic taught me alot about Home Insurance! Do not do business with Brightway Insurance! I DO NOT RECOMMEND BRIGHTWAY INSURANCE! They are the worst on the market of Home Ins Sales.They need to be audited as changing people terms in the middle of the term cause ESCROW defects! They do not understand Mortgages in order to be insuring homes! Our premiums went from $800, $900, $1360. To tell the homeowner its cost of living hikes! It isn't that much inflation! Homeowners should not be paying for the Insurance companies mistakes!

  Business response

  03/16/2022

  As an insurance agency committed to ensuring that our customers receive expert counsel from a local agent and great customer service, Brightway Insurance takes our responsibility to our customers extremely seriously.

  We investigated the complaint, and we understand the insured’s frustration with the premium increases she has experienced in recent years. As documented in various media outlets and evidenced through a quick online search, Florida’s home insurance market is in crisis.

   

  The cost of insurance continues to rise due to the increased number of frivolous lawsuits and claims resulting from weather catastrophes. Insurance is regulated at the state level, and Brightway cannot control the rate increases our customers are experiencing. We’ve even experienced an increase in carrier partners leaving the Florida market and others going out of business. Our agents work tirelessly to find alternate coverage for customers who experience disruption resulting from circumstances outside of their, or our, control.

   

  This customer’s policy is with Citizens Insurance. Her policy was taken on by Citizens after her previous carrier (Florida Specialty) went out of business in 2019. At that time, her agent had to move her policy to Citizens because there was an open claim on her existing policy, and Citizens was the only option to insure her property.

   

  Her agent provided her with the full details about Florida Insurance Guaranty Association (FIGA) and why the $100 was retained by them to move the policy to Citizens and ultimately settle her claim.

   

  Once the insured was able to replace her roof and close the claim, she wanted to move away from Citizens to a new carrier, but Citizens was still the best option. The price for Citizens was $1,126, and the quotes received from other carriers were $1,203 for Heritage and $2,204 for Progressive/ASI. The insured never responded to the quotes offered and stayed with Citizens.

  Of the most recent competitive quotes provided to this customer, the low quotes were Tower Hill at $1,574 and Southern Oak at $1,634. Citizens offered the customer lowest renewal rate of $1,360. On Dec. 29, 2021, Citizens advised the insured her policy would be assumed by Florida Peninsula on Feb. 22, 2022 if she did not elect to stay with Citizens by Feb. 7, 2022. She did not respond to Citizens and her policy was assumed by Florida Peninsula on Feb. 22, 2022. The insured was informed the policy now is considered directly issued by Florida Peninsula Insurance Company and will remain in effect until the policy expiration date Nov. 1, 2022. Any replacement policy will be issued directly by Florida Peninsula Insurance Company. The customer was not paying for two policies through Brightway at once.

   

  All interactions with this customer have been documented in adherence with Brightway policy and state requirements. We respectfully request that this review not negatively affect our standing in the eyes of the Better Business Bureau and consumers.

   

  Thank you,

   

  Brightway Insurance

*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. ↩