Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a hail claim on June 2024 with ***** *******. The adjuster came out , I received a check . I called her to inform her about my roof getting the recoverable deeper. and other things that got damaged such as siding and walls needing painted . Never heard from her . I called and finally stayed on the phone for almost 30 minutes and someone answered , I told them I was trying to get a hold of ***** R and I never received a call back . They said "oh we are sorry she no longer work here". NOBODY TOLD ME!!!! They said a ****** ********(I guess that's how you spell his name) was going to call. Eventually he did, left a voice mail saying he would call back, or if I want to contact him I can do so by sending him an email . Mind you he said his email address is ******************************************* He never gave me the correct spelling of his name so I was not going to send info with out correct email address . So, I consistently called , left message....No returned call.

  Business response

  11/15/2024

  Dear Mr. ************** sorry for the lack of communication and frustration you have experienced to date. The claim notes show that your spouse spoke with your new adjuster yesterday (11/14). The plan is that all documentation will be sent directly to ******* who will review it and work toward settlement of your claim. The adjuster sent an email so you can respond to it with by attaching the receipts and documents discussed. 

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Opened a claim for hail damage to my residences roof. The claim was processed and approved in early 2024. The roof work was completed in early September 2024. All of the information, documentation, pictures, etc was sent to the insurance provider for review and release of final payment. Since that time, neither I nor the contractor have heard back from Stillwater (the insurer). We have called multiple times, left voicemails, and have sent over a dozen emails but have not yet been heard any response. We are only able to reach the call center, but they have forwarded my messages and left voicemails to our agent, ******* ***** or her supervisor. The most recent customer service representative said he forwarded this case to *****, the regional manager, but I have not heard from him yet, either.

  Business response

  10/25/2024

  Dear *** *******,
  Up to now, we have had numerous reviews and payments made on this claim. Now that proof of the completion of the work was submitted to us on 10/1/2024, it has been reviewed and payment will be sent for the depreciation. Your claim has been reassigned to another adjuster who will release the payment and send a payment letter before the end of the day (10/24/2024).  You can expect to receive a check within 7-10 business days. This final payment should conclude the claim process for this claim.

  Customer response

  10/25/2024

  [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

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a water damage claim on 8/24/2024 and in the mean time had to have a remediation company out due to the large amount of water in our house. A field adjuster was sent out on 8/29/2024. From there, we have called our desk adjuster, **** ******** and emailed her supervisor, ****** Elhannouni many times. One time we actually got **** back on the phone and she told us that she wouldnt be able to review our file for 2-3 more weeks because she was so backed up with work which is now 7 weeks ago and we havent heard from her. After emailing her supervisor, she told us shed look into the status of the claim and that was a week ago and we havent heard anything. Now, the water remediation company is trying to collect their money from us since they never once were able to get in contact with **** or her boss. This has been such a horrible experience all around and now that its been over 8 weeks since the claim and we havent heard anything, we are feeling completely abandoned by this company that is supposed to be helping us in our time of need.

  Business response

  10/25/2024

  Dear Mr. ************** have contacted our claims department supervisor to get an update on your claim. A manager contacted you on 10/22 and 10/23 to review the documentation needed and the coverage afforded in your policy. This week, the plumbing invoice has been reviewed and payment has been mailed out, you should be receiving that check within 7-10 days. The claims examiner also contacted the remediation company and requested further documentation so that portion of the claim can be reviewed for coverage. On the calls, you were also informed of the preferred vendor process; someone will reach out to you within the next few days to begin that process. If it is found that anything was not addressed or seen during initial inspection, the preferred vendor will submit supplement for items either missed or unseen. We apologize for the lack of communication you experienced. We have reported this to upper management so that we can improve our processes.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 13, 2024 I had a hot water tank leak that spread through my whole downstairs level. This included my living room, kitchen, bathroom and closet. I had to have part of my walls removed. My carpet was ripped up and the padding taken out. Once the carpet was dry it was just played back down, no padding just on the concrete. The adjuster came on August 14 and then I submitted all my paperwork Stillwater asked for. Its been 2 months and no answers. My first claim agent never answered my phone calls or emails so i asked for a new agent. The new agent has been reviewing my claim for over a week. Ive also emailed the new agent and havent received a response. My remediation company has also called them about their payment and have gotten any responses either. I've gone 2 months with walls missing and needing new floors since the disgusting dirty carpet was just layed back down. I get no response to emails or phone calls. Every time I do call whoever answers the phone cant help me and Im always told my adjuster is on the other line. I was told a supervisor would be in touch with me and nothing. Ive been a customer for many years and pay my bill on time but yet I cant get any response so I can get my house fixed. This is totally unacceptable.

  Business response

  10/14/2024

  Dear Ms. *********** have contacted our claims department regarding your complaint. We understand your claim was reassigned to a new adjuster on 9/21 as you requested. The claim adjuster spoke with you on September 28, 2024 and confirmed all documents would be reviewed to determine coverage. We apologize for the lack of communication and level of service you have experienced so far. The manager has contacted the adjuster and manager today, 10/11/2024 and requested the review of the documents to determine coverage, estimate and payment letter be written as soon as ************ should expect a call today as well. The manager will be following up on your claim to ensure it is resolved in a timely manner. We will take your feedback and use it to improve our processes. Thank you for your patience. 

  Customer response

  10/15/2024

   

   Complaint: 22401298

  I am rejecting this response because: I received a call on 10/14 from **** and was told that I have to file with my *** master insurance as they are primary and my insurance is secondary.  This would have been nice to know 2 months ago when I first filed with Stillwater. There has been minimal communication on your part and i rarely get responses and now Im being told you guys are only going to pay a tiny fraction of what the costs are. Why was I not told 2 months ago that I needed to file with the *** first?  I sent all the documentation of the insurance and the bylaws to 2 different adjusters and nothing was said to me.  Now I have to start all over with the other insurance and I feel like Im gonna get stuck footing the bill even though I pay for insurance. This is very shady practice  

  Regards,

  ******* ****

  Business response

  10/21/2024

  Dear *** ****,
  We were not able to advise you of the need to submit a claim with your ********************** until we received the condominium documentation to determine what the *** policy would cover. Upon analysis of the *** policy, we established that the *** policy will cover all repairs minus your deductible of $10,000.00. The claims examiner spoke with you today, 10/21/2024 to explain that though you are responsible for filing the claim with your ***,Stillwater is responsible for covering your deductible payment. A check for $9,750 ($10,000 *** deductible less your $250 deductible) has been issued. You should be receiving the check in the next 7-10 business days. We apologize for any delays and unclear communication you have experienced.

  Customer response

  10/24/2024

  [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

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We filed a claim with Stillwater Insurance on 8/9/2024 for water damage to our townhome. We then had a water restoration team out that same day. A Stillwater employee named **** ******** was assigned to us and contacted us on 8/16/2024 getting info and had an adjuster out on 8/21/2024. The adjuster said it would take 5-7 business days to hear from insurance company. Today is 9/20/2024 and we havent heard a single thing. In that span of time I have sent multiple emails to Iris, phone calls and left many voicemails. The water restoration company has also done the same. They now refuse to continue reaching out to Stillwater and are coming after us for the money. We havent received a single response from Stillwater in any form and are lost about what to do next? I spoke to a phone operator there and got the info for a supervisor (****** Elhouinai) which I have now called multiple times and left voicemails for and, just like ****, hasnt responded to me in any form. Their voicemails say theyre behind due to storms but that doesnt explain why I have tried for 30+ days to get someone just to call or email me back without any luck. I just want someone to communicate with us.

  Customer response

  09/23/2024

  After contacting the actual Vice President of the company this weekend, I was able to get the complaint resolved. I still feel this is a horrible company to deal with but the matter of lack of communication has been resolved. Thanks

  Business response

  09/23/2024

  Dear Mr. *********
  We checked on your claim and found the following: The claims adjuster completed a payment letter and repair estimate totaling $8,595.55 and sent an actual cash value payment of $5,862.93 for the dwelling repairs (after subtracting the recoverable depreciation and $1,000.00 deductible) and a payment of $4,083.22 to you and Roto Rooter for the water mitigation services.Both payments and letter were sent out on September 21, 2024, so you should receive them within the next 7 to 10 days. The adjuster contacted you on September 21, 2024 to inform you of the above. We apologize for the delay during the review of the inspection and paperwork. We hope the checks and letter provide sufficient information and resolve this claim. Please email ********************************* with your claim number in the subject line if you need further assistance as that is the quickest way to have your concerns routed to the appropriate people. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Stillwater has been non-responsive to the second part of my claim. I am requesting loss of use, which is provided for in my insurance package. This is in reference to a claim that occurred in May of 2024. The first part of my claim has been dealt with, however, my loss of use request has gone completely ignored. I have written emails on August 1, 2024; September 4, 2024; September 16, 2024; as well as spoken to various individuals in the company in July and August of 2024. I have received ZERO responses.

  Business response

  09/23/2024

  Dear **** ***,
  We have contacted our claims department to address your complaint. We received only part of the documentation we requested of you in order to begin to address the loss of use part of the claim. On September 20th, we received the lease agreement by email. You were contacted by the claims supervisor explaining we still need the following from you: the tenant move out date, any money paid/returned as a result of the loss, as well as the period of restoration and to know if you have any new tenants lined up to move in and on what date. Once we get all of the documents, we will be able to calculate any loss of rents owed under the policy

  Customer response

  09/24/2024

  [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

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wind/Hail damage on 07/13/2024. Still waiting for all funds to be released so I can fix my house. The adjuster says its going to be a few more weeks because shes too busy.I have been out of my house for almost two months. I have a wife and two young children. I cant get ahold of anyone down there to get this expedited. Ive left voicemails and emails but have gotten no response. I just want my house to be fixed so I can live in it. I have paid the 5k deductible and have never missed a payment to this company.

  Business response

  09/17/2024

  Dear Mr. *************** reviewed your claim file to address your complaint. On 8/21/2024, we spoke with you to let you know payment was being sent out in the next day or so; on that call you informed us the contractor advised the full roof needed to be replaced. We advised you to send the contractor estimate and explanation for his determination of the need for a full roof replacement. On 9/5/2024, we had a call with you and the contractor which ended with our request for a new estimate. We received the contractor estimate on 9/9/2024. Today, 9/17/2024, the adjuster contacted you to explain the estimate is in the final stage of review and she will call you with the outcome within the next few days. To date, $18,864.92 has been paid on the claim. We hope to have your claim resolved shortly. Thank you for your patience.  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have resided at **************************************************************************** since 2005 and have held a home insurance policy with Still Water Insurance Company throughout this time.Last summer, my home suffered water damage due to heavy rain. Still Water Insurance sent me a check for $600.00, which was insufficient to repair my roof. I did not cash the check as it wouldn't even cover the cost of having someone inspect the roof.Recently, I received a letter stating that my insurance would be canceled effective October if I don't replace my roof. The underwriter who inspected my roof apparently reported it to be in poor condition.I find it concerning that if the company knew my roof was in such bad shape last year, they only offered $600.00 for repairs. Considering my $1,000.00 deductible, their total valuation of $1,600.00 for roof repairs is unrealistic. No contractor would agree to fix my roof for this amount.I am seeking assistance with this matter. It appears that Still Water Insurance is collecting premiums but failing to provide adequate support when claims are filed.Your prompt attention to this issue would be greatly appreciated. I can be contacted at ******************** or ************.

  Business response

  09/06/2024

  Dear Ms. ************* have investigated your complaint with both our claims and underwriting departments. Regarding the claim last year, the field adjuster did not find any wind or hail damage to the entire roof but did conclude that one of the numerous previous repairs on the left slope of the roof caused ensuing water damage to the ceiling and wall of the 2nd level bedroom during the heavy rain. An estimate was completed for repairs in the bedroom totaling $1,685.86.  Your $1,000.00 deductible was applied and a check for $685.86 was mailed to you. The claim did not cover any roof repairs, only interior damage. Insurance coverage is not for upkeep and maintenance of a property but only to restore it to pre-loss (claim) condition when damage occurs from a covered peril. When your policy came up for renewal, we sent a corrective action letter dated 8/20/2024 to verify occupancy and request proof the roof has been replaced and the chimney repaired due to the condition of both causing the property to be ineligible for Stillwater coverage. Since we did not receive the proof and occupancy verification, your policy has been set to non-renew on 9/23/2024. If the roof has been replaced and the chimney repaired by that date, we can reconsider renewing your policy. Please contact *************************************** with the proofs we have requested or if you have questions. 

  Customer response

  09/15/2024

  Good day,
  I am writing in response to your letter regarding our dispute. I would like to reiterate that I have been insured with your company for nearly 20 years. Throughout this time, I have independently maintained my roof without assistance from Stillwater. When your company initially insured my home, the roof was included in the coverage.
  As you mentioned, water did indeed come from the roof into the bedroom. This was the first occurrence of such an issue, which is why we contacted Stillwater for assistance. It is unreasonable for your company to give us only one month to fix the roof. This timeframe is not realistic.
  I did not ask your company to maintain the roof for me; I have done that independently. I requested assistance to fix the roof due to storm damage. Regarding the chimney, there are no issues with it. We paid a certified company to repair the exterior and change the lining less than five years ago.
  The deadline you've provided to find a roofing contractor and complete the repairs is unrealistic. So far, we have received quotes from three contractors, all exceeding $13,000. I need time to secure the funds, especially since your company is unwilling to assist after receiving my premiums for all these years. Additionally, I require time to find the right contractor to ensure the job is done properly.
  I request that you reconsider your decision and provide a more reasonable timeframe for addressing these issues.

  Sincerely,

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

  Business response

  09/18/2024

  Dear Ms. ******,
  The state requires a minimum of 30 days notice for non-renewal; the Stillwater notice was sent in compliance with these requirements. In addition, we sent you a corrective action letter on 7/02/2024 regarding the roof and the chimney condition, letting you know we would require a roof replacement in order for your home to remain eligible for Stillwater coverage. The corrective action letter gave you approximately 80 days to comply with our requirements. Unfortunately, we are unable to extend you additional time beyond 9/23/204. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21, 2024 there was a fire in the two condominium units next to mine. We had a mandatory evacuation and had to spend 10 days at a hotel. I submitted a claim, in the amount of $3,943.92 for our expenses and losses. I received a check, dated August ******, in the amount of $948.67. I have a $500 deductible. There was no explanation what the check covered and when the rest of the claim would be forthcoming. My claims adjuster, *********************** in incommunicado and nobody. else can help me. I need to get my complete reimbursement.

  Business response

  08/29/2024

  Dear ****************,
  As you state, the date of the fire in your building occurred on 6/21/2024. During our field adjusters inspection,it was determined that the fire started in an apartment two units over from your condo and there was no damage to your unit. Although there was no damage to the unit, we did approve additional living expense for lodging on 06/22/2024. Our vendor, ALE Solutions, secured a hotel for you and Stillwater agreed to cover this cost of $2,047.80 hotel fee and $61.45 management fee (this was paid by Stillwater to ALE Solutions directly). Stillwater also covered reimbursement for additional hotel costs in the amount of $608.67 and food based on $60 a day x 7 days for 2 people totaling $840.00. The claim for cleaning was denied because the inspection found no damage caused by water,smoke, soot or fire. You received a payment of $948.67 from Stillwater which is the $608.67 for lodging plus $840.00 food allowance, minus your $500 deductible. In total, $3057.92 has been paid on your claim. It is Stillwaters stance that this claim was paid correctly based on the policy coverages and no additional adjustments are warranted. We hope this explanation is helpful.Please contact ********************************* if you have additional questions and include your claim number in the subject line. 

  Customer response

  08/31/2024

  [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: 22197918

  I am rejecting this response because:

  According to Stillwater, their check, in the amount of $948.67, was to cover the additional hotel expense of $608.67 and for food for 2 people based on $60 a day for 2 people for 7 days, totalling $840 for a total of $1,448.67 minus the $500 deductible.  

  I should have been reimbursed $1,257.48 for the hotel due to the fact that ALE did not pay for the first night at the hotel (6/21/24, $280.66) which was the day of the fire and the additional hotel expense of the last 3 nights $696.16. As stated in their response approved the expense for lodging on 6/22/24 not 6/21/24, the day of the fire.

  Regarding the food reimbursement of $840.00 for 7 days, we were actually at the hotel for 10 days which would total $1,200 for 4 people, resulting in $360.00 that has not been reimburse

  I have also not been reimbursed for food that was lost in my refrigerator and freezer due to the lack of power due to the fire, totalling $904 for which Stillwater told me I would be reimbursed.

  Regarding the cleaning of the rugs, sofa and loveseat, it was a Stillwater representative that declared there was no smoke damage in my unit; however my asthmatic lungs and sinuses told me otherwise.

  Regards,

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

  Customer response

  08/31/2024

  I just realized that in my response to this complaint I made a mathematical error. In the second paragraph the amount of reimbursement I should have received for the hotel is actually $976.82 not $1,257.48

  Business response

  09/09/2024

  Dear ****************,
  We have contacted the claims department regarding your additional concerns. We learned that the claims examiner called and discussed all your concerns in detail on Wednesday, 9/4 including food expenses, food spoilage, cleaning, and laundry service at the hotel. Once all was adjusted, and prior payments taken into consideration, an additional $1,639.00 was paid under Coverage C and another $535.23 was paid under Coverage D. We hope after this discussion and the agreed upon payments for the cleaning of your couch and rugs, food expenses, etc., you are more satisfied with the outcome. The claim has now been closed. If you need further assistance, please contact your claims examiner. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/15/24 I was quoted a price of $969.62 for my new homeowners insurance policy. I paid over the phone and I chose to pay the in full option with my credit card. Then I received a letter from Stillwater a couple of weeks later saying now the new homeowners policy is actually $1,233.91 And I have to give them more money. I dont like bait and switch tactics so I asked for a refund. After going back in forth through email, I was told I would receive a refund check in the mail. When I received the check, I was given $890.14. I want to be refunded 100%. Its not fair to me that I was not given an honest upfront price, Then have me pay, just for them to switch the price and not give me a full refund. This is very unprofessional and people are struggling out here. I just want the rest of the $79.48 that Im owed.

  Business response

  08/20/2024

  Dear ****************,
  Your original policy expired effective 6/22/24 for nonpayment. The payment of $969.62 was received almost a month late, on 7/15/24. Your policy had to be rewritten with a lapse, effective 7/16/24. When your policy was renewed with a lapse, it was rerated with new rating revisions and rules that had gone into effect since the renewal offer was made. The rewritten policy premium became $1233.91. We applied the full $969.62 to the new policy, leaving a balance of $264.29 due. You requested we cancel the policy with the effective date 7/31/2024. Since we insured the property from 7/16/24 7/31/24 (15 days of coverage), a full refund is not warranted. You were refunded the balance owed after accounting for the $79.48 for the 15 days of coverage, including the $30.00 fully earned policy fee.

  Customer response

  08/21/2024

  [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: 22151668

  I am rejecting this response because: I was never told over the phone that my policy would be rewritten within two weeks after paying IN FULL And that I would have to pay a higher price weeks later. If I wouldve known that, I would have never agreed to pay IN FULL over the phone. Because I had gotten other offers from other homeowners insurance companies That were less than your rewritten policy. I have been a customer for years and this is the first time something like this has ever happened where are you guys rewritten a policy that I already paid In full for. This is very unfair to me  

  Regards,

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

  Business response

  08/27/2024

  Dear ****************,
  Your Stillwater policy was in effect for 15 days (7/16/24 7/31/24), meaning premium was required for the coverage afforded your property during that time. Due to the complications around the reinstatement of your policy and the inconvenience it has caused, we are going to make an exception and refund the fully earned $30 policy fee. A manager will be contacting you today, 8/27/2024, to explain further and will put in the request for the refund. We hope this resolves this matter. 

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