Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Integrity Insurance Company of Florida (AIIC) for $936.00. This bill only came due one month after I sold the property. And only when I canceled the property are they claiming I owe them money. There.'s no way a giant, multi-million dollar company doesn't know that someone has a payment issue for 3 months. It strikes me and the vast, overwhelming majority of Floridians as an attempted clever method for scamming a citizen, This company is not so lackadaisical that they have no idea what's going on with their billing. Also, for me not to get a phone call, email, text or a letter in the mail are giant red flags where both hands are raised in the air. I sold the property just over 1 month ago. All the written information I have was too much to attach. Did this limited paragraph. As a result, I'm gonna upload it on a separate document. Please let me know if you have any questions And let's get this handled..

  Business response

  01/20/2025

  Mr. *****
  
  Thank you for reaching out to us. According to our records,you had a Voluntary Dwelling Fire policy for the listed property effective 10/14/2024. This property was bound under our vacant home program, requiring the acknowledgement of a consent to an excess rate and the agreement that three (3) months of the premium is fully earned and will not be returned if the policy is cancelled.
  
  Payment was not received on the policy and on 12/30/2024 a Cancellation Notice was mailed to the policy mailing address. On 1/02/2025 the agent of record submitted a cancellation request signed by Mr. **** on 12/31/2024 requesting the policy be cancelled effective 12/07/2024. The request was processed on 1/03/2025. With no payment received, the premium balance due equaled $926.48.
  
  As a courtesy to our agent partner, on 1/10/2025, an exception was made, and the policy was flat cancelled back to the effective date of 10/14/2024. This change eliminated the balance due.
  
  Please reach out to us should you have any additional questions. 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested to cancel home insurance policy on 11/20/24, till now 12/26/24 have not received my refund. When I emailed the agency *** Von she stated that the check was mailed out in 12/19/24. American Integrity sends me a letter letting me know that 15 working days after my cancellation request I should receive my money it has been 24 working days and still have not seen a refund. I am requesting interest to be paid on top of my refund since they are not abiding by the Florida law.

  Business response

  12/30/2024

  Hello Ms. ******** we sincerely apologize for the delay in issuing your refund check. It will be sent in tomorrow's mail to your mailing address in *************. Thank you for reaching out to us.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Integrity did not conduct themselves in good faith pertaining to the handling of my Hurricane ****** claim. They have repeatedly missed or completely ignored the Florida prompt payment laws. 10/14 I reported my claim to AIIG of FL. They acknowledged claim. 10/22/2024An inspection was done by **** of FL. 10/24 to my first adjuster and received no response. Told re-assigned-emailed 2nd adjuster and received no response. 11/1/2024. Assigned a third adjuster and emailed him for a copy of the estimate.11/7/2024. Fifteen days after I started reaching out to receive my estimate and 17 days after the inspection. He asked that I forward my estimates. 11/17: Emailed American Integrity asking was **** of FL contesting my report showing I needed a roof replacement not a repair and did American Integrity want to come back out and do a re-inspection with my roofer.11/21 AIIG replied that a re-inspection would not be necessary or needed to resolve the claim. I just needed to submit the roof contract and ceiling repair estimate, and a payment revision would be issued. 11/26/2024 I submitted my roofing contract for review.11/27/2024 I submitted my ceiling repairs for review. **** acknowledged the email and said he would be in touch.12/04/2024 **** email advising he was no longer my adjuster.12/5/2024- I reached out to my now 4th adjuster Omatsola Ine.12/5/2024 Omatsola responded she was newly assigned and needed time to review all documentation and my file.12/12/2024-Omatsola emails me to ask that I provide all correspondence and documentation from my previous three adjuster so she can review the claim. 12/12/2024- I email back the same day asking what documentation is missing? As I was previously told in writing that my claim had no issues on 11/27/2027 and would be resolved shortly.12/13/2024- Advised American Integrity wants to re-inspect / 23 days after declining re-inspection. 12/18/2024: Partial Denial Letter 66 days after claim was received.

  Business response

  01/02/2025

  Ms. *********
  
  Were sorry your home experienced damage from Hurricane ******. According to our records, American Integritys assessment of the damages has been provided and the loss is below your deductible.
  
  After receiving the roof estimates, we determined a need to reinspect your roof. We have requested that reinspection. Please contact your adjuster to work through that process.

  Customer response

  01/02/2025

   
  Complaint: 22710979
  
  I am rejecting this response because:

   

  American Integrity already responded in writing that a reinspection was not required to resolve my claim. American Integrity did not provide a written estimate within 7 days. American Integrity declined in writing and within the timeframe allowed to reinspect.  American Integrity did not pay, deny my claim or issue a partial denial within the required 60 days. Attached is the email confirming a reinspection would not be necessary I only needed to submit the ceiling repairs and roof replacement contract per my adjuster, and he would issue a revised payout. **** the adjuster representing American Integrity did not contest the roof replacement and already had the preliminary replacement roof numbers from my roofer in a previous email 11/7/2024(attached). The final contract came in under the initial number presented to American Integrity for the replacement, for American Integrity to imply they didn't have the replacement roof numbers is simply not true.  American Integrity has had the estimate since 11/7, The adjuster then advised on 11/21 a reinspection was not needed. American Integrity did not respond within the required time frames for any of the Florida prompt pay statue law required for an insurance carrier to conduct a fair claim process. They sent out a partial denial letter 66 days after acknowledging the claim (not within the required 60 days) and a day later I received a reservation of rights letter. Neither letter agreed with the other on why they were denying the claim. I am sorry to say this seems to be standard practice for this carrier.  Attached are all the emails, I am referencing including the one in writing advising they do not want to reinspect to resolve the claim proving I have been proactive and cooperated the entire time until I was forced to file a complaint, only then did American Integrity finally respond and deny my claim.  After sixty days of entirely cooperating and having to reach out several times a week to my adjuster with no response I am now forced to explore legal options to resolve my claim since the carrier does not conduct themselves in good faith per Florida Law.

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

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Request for Assistance with Homeowner's Insurance Claim. Dear Better Business Bureau, I am reaching out in the hope that you can assist me with an ongoing and frustrating issue involving my homeowner's insurance company, American Integrity. This pertains to Hurricane *** Claim #CHO-00132915 under Policy #AGH166793. There are two outstanding items related to this claim that remain unresolved. These itemssoffit and fascia repairs and attic insulation replacementwere excluded from the original estimate, either by American Integrity or their subcontractor, Ryze Claims Solutions. These exclusions were unjustified, + both issues need to be addressed promptly. As a loyal customer of ********************************************* for approx. 13 years, I am deeply disappointed by the lack of support I have received. Over the course of this claim, I have been assigned six or seven different adjusters, none of whom have provided effective solutions. Instead, I am met with explanations that fall short of action. I purchased a homeowner's policy that includes replacement value + ordinance of law coverage, I expect to receive the benefits I paid for. Specifically, I request that the soffit + fascia, as well as the ruined attic insulation, be restored to their pre-Hurricane Ian ********** As of 11/18/24, no reply has been received on my last 3 emails dated 10/1/24, 10/3/24 + 10/10/24 requesting follow up and status from Team Lead Adjuster at Ryze Claims Solutions or from American Integrity Insurance who was copied on all emails. The American Integrity claims portal still has not been updated and indicates the claim is closed. American Integrity has access to my claim file, which details the extended delays and inadequate responses I have faced. This situation is not only frustrating but also unacceptable. Thank you for your time and attention. I sincerely hope that with your involvement, this matter can finally be resolved.

  Business response

  11/25/2024

  Ms. ********
  
  Were sorry your home experienced damage from Hurricane ***.According to our records, we previously completed the inspection process and provided settlement for all covered damages observed in November 2022.
  
  Additionally, we received documentation in regards to work completed in October 2023 and released the depreciation payment warranted at that time.
  
  In October 2024, we received estimates for replacement of Soffit/Fascia/Attic Insulation. However, these items were not observed as damaged from Hurricane *** during the previous inspection process. We encourage you to discuss the details with your assigned adjuster, ******** if you have any questions. 

  Customer response

  12/03/2024

   
  Complaint: 22570724
  
  I am rejecting this response because: 

  Thank you for your response to my complaint. Unfortunately, I must express my dissatisfaction with the proposed course of action. Assigning yet another new adjuster from Ryze Claims, the third-party vendor utilized by American Integrity, does not demonstrate a meaningful effort to achieve a fair and reasonable resolution.

  
  The fascia, soffit, and insulation issues should have been included in the original claim but were not. Despite my repeated attempts to address this, I find myself on an unproductive cycle of re-explaining and resubmitting the same information, which both American Integrity and Ryze Claims have already received multiple times.
  This ongoing process has eroded my confidence in Ryze Claims' ability to handle my claim effectively. I believe it is time for American Integrity to take direct ownership of this matter and work towards a resolution that addresses my concerns comprehensively and efficiently.
  I look forward to your response with a constructive solution. Thank you very much.
  
  Sincerely,
  
  ***** *******

  Business response

  12/17/2024

  Ms. ********
  
  Thank you for reaching back out to us. We have processed the covered supplement portion of the claim.
  
  According to our records, your adjuster has reached out, but has been unsuccessful in reaching you. We have sent this information to you electronically as well. Please contact your adjuster to discuss. Thank you.

  Customer response

  12/18/2024

   
  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, thank you. I want to extend my gratitude to both the Better Business Bureau and American Integrity Insurance Group for working together to find a resolution to my issue. I would also like to extend my appreciation for the exceptional service provided by *******, the new Adjuster. Throughout the entire process, she displayed remarkable efficiency, professionalism, and dedication. 
  
  Carline ensured I was consistently informed at every stage, providing clear updates and stellar follow-up, which truly set her apart. Her ability to handle the matter with such care and precision has restored my confidence in both the American Integrity Insurance Group and their third-party vendor Ryze Claims Solutions. 
  
  Its rare to encounter someone so committed to delivering outstanding service. ******* is undoubtedly an invaluable asset to your organization and a true example of excellence in customer care.
  
  Thank you American Integrity Insurance Group and Ryze Claims Solutions for having such a capable professional on your team!

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

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Home owner insurance claim: CHO-******** Hurricane ****** left extensive roof damage, and other property damage (pictures attached). Filed a claim on October 12th with American Integrity. Adjuster outsourced the inspection to some contractor, who arrived October 19th and took pictures. Haven't heard from American Integrity since then.When I called customer care they wanted me to contact the adjuster which is ridiculous because the adjuster is not my vendor, he/she is an employee or contractor of the insurance company. We tried contacting the adjuster anyway, left voicemails, no response from the adjuster. American Integrity website lists a different adjuster from the one customer care asked to call. The adjuster on the site is not responding either and the listed phone number is not a valid phone number American integrity has been unresponsive on this case nearly a month now, and I believe this is an attempt to escape paying out an expensive roof damage claim My understanding of FL law is that a homeowner claim not resolved for 60 days is grounds for a lawsuit. I will be sending a legal demand letter shortly and filing a lawsuit if this drags on another month.

  Business response

  11/19/2024

  Mr. ********
  
  Were sorry your home experienced damage from Hurricane ******.
  
  According to our records, your adjuster has contacted you and shared the settlement and payment information. Your claim is now complete,and we apologize for any confusion regarding your claim. Please reach out to your adjuster if you have any questions or would like further assistance. 

  Customer response

  11/19/2024

   
  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.
  
  Sincerely,
  
  ******* *******

  Customer response

  01/16/2025

   
  Complaint: 22536789
  
  Claim Number: CHO-******** Adjuster assigned to the case does not exist - email bounces, phone does not connect/ring. The claim was divided into 2 checks - received the first one ONLY after previous BBB complaint generated an escalation at American Integrity. Then, as directed, I have emailed all proof of fixes, and bills, to the claims email. I have not received any update since. ************* transfers me to some "hurricane department" - which either drops the call, goes to voicemail or I get some *************** noises that doesn't say a word. I'm extremely frustrated and need the second check issued ASAP. Dealing with this claim without an adjuster assigned is not possible
  
  Sincerely,
  
  ******* *******

  Business response

  01/22/2025

  Mr. ********
  
  Thank you for reaching back out to us. According to our records, your adjuster reviewed the information you supplied and addressed the supplemental items, along with release of depreciation and the code-related items. We issued supplemental payment on 1/21/2025.  Your claim is now closed, but please reach back out to us should you need anything else. 

  Customer response

  01/23/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance company sent out ******* tree service to remove the tree from roof and after talking to 3 people refused to help. ***** at ******* ************ me a text that he would remove the entire tree and i followed up with a second text in which he said"Yes, whatever hit the building. We will remove, if there is a log attached to it still. We will remove that as well." His person called me from ************ I did not get his name, but he reaffirmed that they would get the entire tree. They said insurance won't pay for it which he did not mention in any of his texts even after asking the second time. He did not even offer me a cost for me to pay to get it removed, Since he had the equipment and the men out there already. Very inconsiderate. He had the crane, men, and bulldozer out there. It would have only taken 10 minutes. He said whatever it took to get the job. I could have gotten another company to do it that was honest.

  Business response

  11/07/2024

  Mr. ********
  
  Were sorry that your home experienced hurricane damage.According to our records, we assigned a tree service to remove a tree from your home. American Integrity paid for that work, as the fallen tree loss was covered by your policy.
  
  It appears that your concern is for the remaining *****/stem of the tree in the yard, which is not covered by your policy.
  
  You are welcome to work with the same tree service company to remove the remaining *****/stem. If this is the route you wish to take, we encourage you to contact them directly to make arrangements. However, the remaining ***** is not covered by your policy and thus, we would be unable to pay for its removal.
  
  We apologize for any misunderstanding in the communication between you and the tree service company. Thank you.

  Customer response

  11/07/2024

   
  Complaint: 22495392
  
  I am rejecting this response because:

  I have to thank you for your copy and paste response that you use for everyone. Hopefully, I am talking to a human, but you did not read the complaint or the correspondence I sent. The vendor took my rights away when they lied to me. It is not a question for whom will pay for it. If they need payment from me to take care of it, I would have paid, but ***** clearly said two times he would include it and the person that called me said it would be included. If ***** were truthful upfront, I would have requested someone else that would help me out. You are defending a tree service that clearly lies to your clients to get the job and does care what they have to do to get it. If you don't care to help and want to align with this company that is on you, but I will take this to the State of Florida and i will include you in it.
  
  Sincerely,
  
  ***** English

  Business response

  11/11/2024

  Mr. ********
  
  Thank you for reaching back out to us. We apologize for any misunderstanding in the communication between you and the tree service company.
  
  However, American Integrity paid the tree service for the portion of the tree removal that is covered by the policy. If you wish for the tree service company to perform any additional work, we encourage you to follow up directly with the tree service company. Thank you. 

  Customer response

  11/15/2024

   
  Complaint: 22495392
  
  I am rejecting this response because: The tree service that I paid you for to them was not fullfed. When i called American Integrity Insurance Company, you should have advocated for me at the time the service was being done which I talked to two persons up at American Integrity and both just brushed me off to the tree company. At that time you should have told the tree company that payment would be held back until matter is resolved that we could of worked it out, but because ***** knows he will get paid no matter what that he did not care. He lied to me and you see the proof. Do you not care, because that is what i am seeing here. Your company is slow to respond and I pay the price. In my opinion, the tree company just says what they need to say to get the job which they did to me and go from job to job to get as  many jobs that they can before another company can get them that was why they rushed out. I have proof in the attached texts that ***** said his company would take care of. it. Do you not see that. Why are you dancing around this. You paid the company too fast without helping me. The tree company works for you, because you paid them. I need you to get with the tree company and get them to finish the job that they promised. 
  
  Sincerely,
  
  ***** English

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed a loss due to the hurricane ******. They said they would notify me in 48 hrs. It's been several weeks and now when I call they put me on hold and after 2 minutes they hangup on me. I have tried several times and each time I get the same result

  Business response

  11/01/2024

  Mr. *******
  
  Were sorry that your home experienced damage due to Hurricane ******. According to our records, your agent, Regency Insurance Group, cancelled your American Integrity Insurance policy effective 2/17/2024. Your agent indicated to us that your coverage was placed with another carrier.  We do not have a claim record for your cancelled policy. Please contact your agent to confirm the current status of your home coverage.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 5th, 2024, I was informed that the insurance company would not be renewing our house insurance due to the loss history from a "claim". This claim arose owing to the inquire about the coverage of an incident at my dwelling. I called on 7.11.24 and asked if something was covered in which the agent had said there was no coverage. Having received the letter, I called the company and they confirmed that due to me asking if something was covered they will be cancelling my policy. I believe that I can't be the only person this has happened to. The integrity of this insurance company is beyond compromised. I would support a class-action lawsuit for the damages that these types of insurance companies cause. In addition to my request for an understanding of the invalidity for coverage based on me seeking information on my policy, I would also highly advise others to seek another insurance company with a better treatment for its customers.

  Business response

  09/19/2024

  Mr. ********
  
  American Integrity Insurance Company of Florida has no record of insuring the property listed in your complaint:***********************************************************************************************. Please verify your policy documents as there are other Florida insurance companies with similar names. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 08/04/2024, your company mailed me an UNETHICAL, IMMORAL, AND DISHONEST letter demanding that I pay $725.72 towards my homeowners' insurance policy immediately or my homeowner's insurance will be cancelled on 08-19-2024 without any further notification to me and without anyway for me to do anything about it. I AM OFFICIALLY DISPUTING THIS COMPLETELY FAKE DELINQUENCY LETTER which was mailed to me via snail mail and which was NOT mailed certified or priority mail!!!! I just found this letter in the mail, today. To begin with, your company generated this letter and mailed this letter to me in error, and I presume that your error has now created a gigantic mess for me. This letter does not even allow enough time for the snail mail to deliver the letter and for the receiver to make any payment. That is illegal. However, you are not even entitled to this payment which the letter is demanding as it is an error that you ever demanded this payment to begin with. This letter is also demanding a payment that is not legitimate. That is also illegal. This letter offers no explanation of how your company determined this payment shortage or delinquency and simply demands the money immediately and threatens the receiver that if the money is not paid immediately without any proper explanation of why you think you are entitled to this extra money -- in the middle of the policy period --- the policy will be cancelled immediately. That is illegal. This letter is a mafia style extortion and threat letter which demands the receiver pay a large sum of money immediately without any proper explanation of why --- or suddenly --- the receiver --- have no homeowners' insurance without any just cause. And, this letter ignored the legal requirements in terms of reasonable time to cancel insurance policies in Florida was well. You have completely screwed up my insurance over a mistake. See attached letter.

  Business response

  09/12/2024

  Dear Ms. *******,

  We have provided a thorough explanation about our the timeline of events for your policy in relation to the complaint you sent about our handling of your policy to the Department of Financial Services (DFS). Please review the response we provided to the DFS. We would be happy to speak with you should you have additional questions regarding the circumstances surrounding your policy after you’ve reviewed our response. Thank you.

  Business response

  09/12/2024

  There was not an attachment missing for this BBB reply. The response references a letter submitted to the Department of Financial Services and the  consumer has access to the letter on the DFS site. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We cancelled our homeowners insurance policy with American Integrity effective 05/31/24 after finding a better rate with another company with an annual savings of several thousand dollars. Our Mortgager, ***** Fargo, had already sent American Fidelity the annual renewal amount of $5,262.72 early on 5/15/24. American Integrity mailed me a Cancellation Notice stating that under Florida Administrative Code 69O-167.001, we were to receive our refund within 15 business days which I have attached a copy of. I contacted America Integrity on 06/18/2024 to ask what date the refund had been issued, and American Integrity stated the refund was issued on 06/06/24. I was told that the mail is very slow and to give it more time beyond the 15 business days. My local insurance agent called American Integrity on 06/21/24 with me on the line as well in a conference call, once again we were told that the mail was very slow and to give it until the following week past the 15 business days. I called today on 07/03/24 and spoke with ******, I told him that I had not received the refund check and that we are now 23 business days past the cancellation date. He said the mail was very slow, I stated we are in ********* FL, their company is in *****, **. He initiated the stop-payment process stating it would be 7-12 business days for that to take place and a new refund check to be issued. I asked for some type of tracking/certified mail for the new refund check, and he said that is not an option. This has the potential to cost our family over $400 per month due to the shortage this has created in our escrow account. We cant absorb this type of expense as a family. My husband is a Disabled Veteran and we are a one-income family with a child with a rare disease. My sense of frustration was only increased and then turned into alarm when I asked ****** how many calls per day does he receive regarding late and/or lost refund checks from customers and he stated approximately 30 calls per day.

  Business response

  07/26/2024

  ************,
  
  Thank you for reaching out to us.
  
  According to our records, your agent processed the cancellation on 5/20/2024 and we issued the initial refund on 6/05/2024 (within 15 business days) through the mail.
  
  After you notified us that you had not received the check, on 7/3/2024 we issued a stop payment order with our bank. On 7/10/2024 the replacement check was mailed. We have verified that the replacement check cleared our bank on 7/22/2024.
  
  We sincerely apologize for any inconvenience. Please let us know if you have any additional questions or concerns. 

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *******************

*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. ↩