Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hands down the worst insurance broker out there. Theyve made multiple errors throughout my time with them including writing an umbrella policy that excluded my boat when I specifically asked them to make sure it was included, writing auto policies that rely on me keeping the app on my phone 24/7 which I specifically asked them not to, and now during ****** I find out my golf cart somehow magically got reduced from the 11k declared value to 2400 during renewal with a 2000 deductible. So when my golf cart was totaled I had $400 of coverage. When I asked **** ********* about this he told me he was too busy to discuss and that I shouldve read the fine print at renewal. THATS WHY I HAVE A BROKER! I would like them to pay the $8600 missing in coverage from their mistake.

  Business response

  11/22/2024

  Dear Mr. ********************* you for your comment.  HH Insurance Group, LLC (HH) is committed to delivering insurance coverage that matches the financial needs of our clients. ** has a combined 200 years of experience in the insurance industry and offers industry-leading customer service and expedited quoting services. ** builds a policy based on insureds needs and delivers value by finding the right coverage at competitive pricing.
  
  We have emailed back-and-forth regarding the insurance coverage that you selected and,unfortunately, you are unhappy with the coverage decision that you made and the outcome.
  
  After you filed a claim on your golf cart, you requested a copy of your policy, application, and signed forms.  We provided you with your application, signed forms, and declaration page. 
  
  Your Progressive Policy Number ********* with a policy period March 14, 2024 to September 14, 2024 (Policy),expressly provided the below coverage for your golf cart: (in ATTACHMENTS) 
  
  
  
  You signed the Policy application on April 1, 2024. (in ATTACHMENTS) 
  
  
  
  
  On August 13, 2024, HH sent you the following renewal email: (in ATTACHMENTS) 
  
  
  
  
  The renewal email specifically included the following information:
  
  At HH Insurance, we are committed to delivering insurance coverage that matches your described ******** part of our ongoing efforts to provide transparent communication, we wanted to bring to your attention an important matter regarding your current insurance limits.? With 2020 2024 record inflation, we are finding that many insureds have become under insured on coverage limits.? For example, on a property damage limit to others, in 2014 a ******** Escalade had an MSRP at $72,250.? Today that same car has an MSRP of $98,190.? This indicates that what was at one time an adequate limit of property damage coverage may no longer be adequate.? This same principle can apply to all of your coverages with medical cost escalation and inflation.? This potentially leaves you exposed to certain risks.
  
  As a result of this, we recommend reviewing your policy limits in comparison to your current financial situation.? While we understand that everyone has unique financial circumstances, it is crucial to ensure that your insurance coverage adequately protects you in the event of unforeseen incidents.
  
  On September 14, 2024, the Policy was renewed with a policy period of September 14, 2024 through March 14,2025.
  
  On the application, you as the client, signed that you wanted your coverage limit.  Following the application, you signed a second form that agreed that we placed coverage for you as directed.  Following that, we emailed you prior to your claim in September a copy of your policy and asked if you wanted to make any *********** did not reply to our communication. If at any point, you requested a higher coverage limit, we would have endeavored to provide coverage that met your needs (although the limit must be approved by underwriting, which based on the age of your golf, it may not have been).  Following your review, you asked to escalate this matter further, which at that point, we turned it over to our legal counsel to review and respond to you as you were unsatisfied with our answer.
  
  We trust that we have provided you with all of the information that you were seeking and that we have responded in a professional manner. In future communications with **, we ask that you treat our staff at HH with similar respect and courtesy and avoid using further inappropriate language.
  
  Thank you.
  

  Customer response

  11/25/2024

   
  Complaint: 22570018
  
  I am rejecting this response because:

  This does not address the root of the issue here.  As an insurance broker you should have my best interests in mind. I did not select any coverage - you simply told me you had a better deal for renewal and I signed it.  I shouldnt have trusted your brokerage clearly.  You took advantage of my trust and in an attempt to make commissions with a renewal that should not have happened, you reduced my coverage without EVER mentioning it to me.  Yes you are correct I clearly should have read the policy documents better, however this is the ENTIRE point of hiring a broker.  You should be ashamed of your practice.  And again, this is not the only time this has happened.  I also cannot believe that your agents in good faith would have written a policy like that with $2400 of coverage and a $2000 deductible.  What sense would that make even having that coverage?!  I would have just paid the state minimum policy at that point.  This was clearly an error or malpractice on your part and I would like to be paid the difference or given your E&O carriers information.

  Business response

  12/02/2024

  Thank you for your update.  We have provided you with the contact information to continue this discussion by contacting *****. If you no longer have the information, please email us as you have done in the past and we can reconnect you with *****.  Thank you.
  

  Customer response

  12/05/2024

   
  Complaint: 22570018
  
  I am rejecting this response because:  telling me to speak to their attorney is not a resolution.  I still do not have any answer from them how or why they made this change, and why their response was so rude and unhelpful?
  
  Sincerely,
  
  *** *******

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have this policy back in 7-15/-2022 when I purchased my home. My paper clearly said my payment will come from me not the mortgage company. The insurance company still have me in their system to bill my mortgage company. I have made direct payments to them last year. This year when my policy was due I called to find out how long do I have to make my payments I was told 90 days which would give me until October. I also asked to change my payment to quarterly and to direct pay when they told me they send payment to my mortgage company. On July 29th when I got off the phone with ****** she told me I have to send a check for $794 when they receive the check they can make the changes to quarterly payments as well as the direct pay. I send the check over they received and told me they cant reinstate my policy because payment is not coming from the mortgage company its direct pay. I called Citizens insurance group they told me the charges can be made once I send a check of $809. I dont see how ********************************* can just cancel my policy after receiving my payment which I was informed to send and expect to leave their customer dry for a mistake they make for not having their system set up properly from 2 years ago. How can you follow a direct pay process when you have me in your system as Mortgage bill. Unfair to customers to have to be force to find policy doing hurricane season because HH insurance group/ ***** help house does not want to take accountability of their mistake.

  Business response

  08/19/2024

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating this situation must be for you. I want to clarify that at HH Insurance, our role is to serve as your agent and advocate, but the decision-making authority ultimately lies with the carrierin this case, Citizens Insurance.
  
  I fully agree that your policy should be reinstated, and if it were up to us, we would absolutely make that happen. However, Citizens elected not to reinstate the policy due to the payment issue. As you mentioned, they are requiring payment directly from you,not through your mortgage company. While many carriers would have simply accepted the payment you sent and invoiced you for the difference, Citizens chose not to follow that approach, which we acknowledge is frustrating.
  
  That said, we did provide an alternative solution to secure coverage for your property ASAP, and were still waiting for your approval to move forward with that option. We are here to assist you in any way we can and hope to resolve this quickly so you remain protected during hurricane season.

  Customer response

  08/19/2024

   
  Complaint: 22154109
  
  I am rejecting this response because: I do not agree with the proposal that was presented to me by a text message. I have contacted Citizens In Friday they told to fax the remainder of the balance which you had access to in their portal for $809 on 7/29 but instead you informed me to send a check of $794 thats why the policy cant be reinstated because of incorrect information provided. I had to pay $30 today to overnight $15 to you all to get all of this situated that should have been addressed in the first place went we last spoken on 7/29. To make matters worse you schedule inspection without my consent of what I would like to do next. Not the way to handle customers when you know it was your false that led to this miscommunication and process. I have faxed my check as requested by citizens on Friday to get a better update by the end of the week. You cant understand customers frustration especially around this time of the year. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been working with HH since September 2021. We insure 3 properties with them. When we first started working with them they did an okay job but it seems the business has grown at a pace they cannot keep up with. Over the last two years they have missed two deadlines which ultimately cost us money. The first deadline they missed cost $180 and the second they missed cost us over $500. To give context, they were supposed to cancel a flood policy for us and never did. They sent us a document to sign to cancel; we signed it; and then they tell us that the document required two signatures. The document would only let one person sign. I spoke to the owner ****. He said he would refund the policy if I could prove to him that we tried to get it canceled. I sent him multiple screenshots back and forth from the company requesting a phone call and letting them know that the document they sent wouldn't allow for a second signature. I also forwarded him several email correspondences showing the same thing. He said that it was not good enough. I was promised a phone call to discuss this matter but he never called. He instead wanted to go back and forth through email all day when it could have been discussed quickly over the phone. Do not let the great reviews fool you. They pay people a $25 amazon gift card to leave a good review. I even left one months ago prior to this last flood policy incident despite the problems we have had. Also, if you ever need to speak to someone you are lucky to be able to speak to someone for over a week and that is if they even call you back. I am currently waiting on a phone call from ***** which I was told "he will call you later today" two different times. I have a policy renewing in a week and I am afraid they are going to miss the deadline. Do yourself a favor and choose another company to work with. If switching 3 properties wasn't such a hassle I would have done it already. For not, it is on my "to do" list. STAY AWAY.

  Business response

  11/29/2023

  We appreciate the opportunity to address the concerns raised by our client in their complaint.
  
  Regarding the Flood Insurance Policy:
  
  Our client paid for the flood insurance renewal, indicating their initial intent to continue the policy.
  Subsequently, they chose to cancel the policy, for which we provided the necessary cancellation form.
  The policy automatically renewed in the interim period due to the clients delay in returning the signed cancellation form.
  As per federal regulations, once a flood insurance policy is in effect, it cannot be retroactively cancelled. This rule is beyond our control and is a standard across the industry.
  
  Client Communication:
  
  We made multiple attempts to follow up for the signed form.
  We offered to reimburse any expenses if the client could provide evidence of their timely action to cancel the policy, which they were unable to do.
  
  Past Interactions and Services:
  
  We have been serving the client since September 2021,insuring three properties.
  While they have expressed dissatisfaction with some aspects of our service, we have also successfully renewed their policies, including offering savings on some renewals.
  We acknowledge the clients frustration with the missed deadlines and are committed to reviewing our processes to prevent such occurrences in the future.  In our review, we did not find any missed deadlines on our part.  We do not agree with the **** rule, but we also cannot break the federal government rules that this is asking us to do.
  
  Customer Service Commitment:
  
  Our policy is to return all phone calls within 24 hours, and we strive to maintain this standard consistently.
  We are investigating the reported delays in communication and will take appropriate measures to enhance our responsiveness. Our review shows that we beat the 24 hour time horizon on every interaction.  The only time anything went beyond 24 hours was when the client did not timely respond to signing the cancellation form.
  
  Conclusion:
  
  We are committed to our customer service model and take responsibility for our actions. However, in this instance, the situation unfolded due to factors partly outside our control.
  We value our relationship with the client and are open to further discussion to address any remaining concerns they may have.
  We remain dedicated to providing high-quality service and are willing to take constructive steps to resolve any issues our clients face.We hope this response clarifies the situation and demonstrates our commitment to customer satisfaction.

  Customer response

  12/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I paid for the flood policy because I was told I had no other choice. I was told that I was "now" in a flood zone and that I was required to have it. I was told that "Citizens" rarely makes mistakes on this, but they would look into it. Turns out, there was a mistake made and I was in fact, not in a flood zone and not required to have the flood policy. So of course I told HH Insurance to cancel the policy. As you can see from the screen shots and texts, I tried to tell HH multiple times that their cancellation form that they sent me would not allow for two signatures. I sent texts and emails trying to get their system error resolved, but it never seemed to be their priority. The company states, they would reimburse the policy if we can provide evidence that we tried to get in contact and cancel the policy but has failed to do so after plenty of evidence was provided. I am not asking them to break federal law, I am simply asking them to do what they said they will do and take accountability for multiple missed deadlines. Automated text and emails are not taking accountability. If a client tells you on the 22nd that the document you sent will not let them sign and they tried calling, texting AND emailing you with no response and nothing was done then I think the company should take some responsibility. Also, I want to add that I have emailed the company recently about them having my contact and mailing address incorrectly written in the policy and have not receive a response back. 
  
  Sincerely,
  
  *************************

  Business response

  12/08/2023

  Thank you for your continued communication on this matter. We understand your concerns and have carefully reviewed the details surrounding your flood insurance policy cancellation.Please allow us to address each point:
  
  Cancellation Process and Timelines:
  
  The cancellation form was sent to you on September 8th, with us making human contact reminders on September 12th and 21st. In addition, we also set the Formstack form to send automated responses advising not signed yet as well.  We understand the form needed to be signed by September 22nd to prevent the policy from renewing on September 23rd.
  As per the **** manual guidelines, all named insureds on the policy must sign the cancellation form.This was communicated on September 8th.  This can be seen in Chapter 6 Page 1 of the **** manual.
  Technical Issues with the Cancellation Form:
  
  We acknowledge your difficulty with the cancellation form not allowing for two signatures. We regret any inconvenience this may have caused.  Unfortunately the document was not opened to even start signing until it was already due and we had sent multiple reminders.  By the time the issue was raised, it was already too late for the **** to process the cancel.  However, we did submit it and they did formally decline the cancellation request.
  Policy Details and Renewal:
  
  The policy was originally purchased voluntarily in 2021 and renewed in 2022 without a mandatory requirement. In 2023, the policy was renewed again, but you expressed a desire to cancel it. We acknowledge the delay in returning the signed form within the necessary timeframe.  Please note that the renewal was actually paid for in 2023 or we would not have even needed to cancel the policy. 
  Evidence of Attempted Cancellation:
  
  We have reviewed the evidence provided and acknowledge your efforts to cancel the policy. However, the form was not completed in alignment with the specified guidelines.  These guidelines are set by the **** not HH Insurance.  As suggested multiple times, we recommend expressing your concern to the local congressional office as to your feelings about the **** manual rules that all insurance agents are held to. 
  Address Update Request:
  
  We confirm receiving and updating your contact and mailing address information on November 2nd, within a 30 minute timeframe of request to completion.
  Compensation and Resolution Efforts:
  
  Our offer to review our fault within this process remains valid if evidence is provided showing the cancellation form was completed prior to the deadline. Our understanding is that the form was completed on 09/22 which was already too late.  If you can show us that it was done before that, we will own us making a mistake.
  Moving Forward:
  
  We are committed to improving our services and communication. We deeply regret any stress or inconvenience caused and are actively working to ensure better experiences for our clients in the future.
  As a gesture of our commitment to service excellence, we are willing to discuss potential resolutions that acknowledge your concerns while adhering to policy guidelines and regulations.
  In addition, originally you advised the stress of moving your policies.  All of your policies do qualify for an Agent of Record transfer as you are dissatisfied with our services that might be option for you to consider.  This would not require any new inspections, etc.  At the end of the day, we want to do everything we can to provide options to you to find the best options for you.
  We value our relationship with you and are dedicated to finding a satisfactory resolution. Please feel free to reach out to discuss this further.

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** did sign the form before the 21st. As you can see from the text thread ***** reached out on the 21st to get my signature. I promptly responded to her to have the office call me in regards to that because the document DID NOT ALLOW FOR A SECOND SIGNATURE. Do you think I received a phone call? No! The email screen shot that I also attached shows me again telling you guys that the document will not let me sign. That was sent on the 22nd. I was then told that she would get with the cancellation team and get back with me. Do you think she got back to me? No! This is my point. The lack of communication is so terrible that this could have been rectified over the phone if someone would have just called me back and taken care of it. But no one did. No one ever does. I understand the guidelines, but your job is to help facilitate the signing of the documents. There is no way for me to generate the document that needed to be generated or I would have done so. This is why you get paid to be the agent. You can apologize for the inconvenience all you want, but that doesn't change the fact that you and your team did not get me what I needed in time. It's called triage you prioritize the immediate needs of your clients but I was put on the back burner when there was a critical deadline that needed met. This deadline cost us over $500. You say that you want to make it right, but I think anyone outside of you reviewing the evidence would see that effort was made by me to get this resolved before the deadline and no one would pick up the phone and call me. I am showing you that I made attempts to tell you that I could not sign the document based on it telling me that "document signing was already complete" I don't know what more you wanted me to do. Like I said before if I could have generated the document and done it myself I would have. The only satisfactory resolution for me would be for you to own the mistake like you say you want to and refund the policy amount.
  
  Sincerely,
  
  *************************

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