Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used American Integrity Insurance for our homeowners insurance policy on a home we purchased in 2023 - at ************************************************************************************. The agent, *********************************, inadvertently created TWO policies. The first one - the original policy - was fully legitimate. The second policy - policy number AGD30550851 - should have been cancelled as soon as ******* became aware of his mistake, which we made him aware of immediately - in emails, voice mails, and direct conversations. ******* failed to cancel the 2nd policy and we continued to make payments on it without our knowledge, as the money came out of escrow. We sold the house on **************** on December 18th, 2023, that was the close date. Yet we received an invoice for the homeowners insurance payment due the middle of March 2024. This invoice was for the 2nd policy, the "mistake" policy. ******* claimed he canceled this policy back in 2023. He clearly did not. We have left multiple VM messages to him without any response. The customer service people at ********************************************* were accusatory and demeaning to us on the phone, insisting that it was OUR mistake and that we needed to submit a cancellation request in writing. We just received an email from American Integrity announcing that our policy - the 2nd policy, the "fake" policy - would be renewed on June 15. This is terrifying. No one will resolve this on their end. It has been a nightmare.

  Business response

  05/01/2024

  ****************,
  
  Thank you for bringing this to our attention. We have canceled the duplicative policy. One of our Client Services supervisors has left you a voicemail with more information. Please reach out to us if you have any questions. 

  Customer response

  05/02/2024

   
  Complaint: 21639167
  
  I am rejecting this response because: we are due a refund for the money charged for the home insurance policy that was charged to our escrow account following our sale of the house on Dec 18th, 2023. American Integrity CONTINUED to charge us for homeowners insurance until I brought it to their attention at the end of April. We are owed a refund. 
  
  Sincerely,
  
  *******************

  Business response

  05/03/2024

  ****************, 

  Our billing supervisor just called the number we have on file for you and left a second voicemail. She cancelled your policy on 4/30 and refund takes 7 days to generate from that date. Your refund will be going out next week and will be mailed to the Iowa address. Thank you.

  Customer response

  05/03/2024

   
  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,
  
  *******************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my home owners insurance policy and receive my proof of cancellation notice from American integrity. however they have been giving me a run around telling me to call back for another agent and not responding to my requests. I have emailed multiple agents completing everything they ask but still have not received my cancellation notice so I can provide it to my new insurance company. My insurance policy number AGH0518960.

  Business response

  03/15/2024

  ********************,
  
  Thank you for reaching out to us. According to our records,your policy was cancelled on 3/8 and a confirmation email was sent on that day.We can see that you also called our Client Services Team on 3/12 and we resent the confirmation email that day as well.
  
  One of our Client Services Team Leads will be reaching out to you today to ensure that you receive the cancellation confirmation email.Please let them know if you need anything else. 

  Customer response

  03/20/2024

   
  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,
  
  ***************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home in Floridan was Damage by Hurricane *** 9/23/22 I have big time getting the run around by my Insurance Company over a year latter.I am sure I am one of many complaints against them too.The name is American Integrity Insurance.At the end the roof tiles were not counted correctly and they were not willing to pay ************* the Difference and it was Thousands.Note they counted the tiles too.

  Business response

  03/11/2024

  ************************,

  Thank you for reaching out. We provided an assessment and payment for the covered damages from Hurricane ***. 

  According to our records, all parties were previously in alignment on the assessment. It appears that in February, your roofer presented a change order for additional work to be completed that was outside of the assessment. We will continue to work with your roofer to determine if the change order is related to Hurricane *** damages. Please reach out to your adjuster if you have any questions. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/1/23 I sent in a change insurance form request. After making changes to my Homeowner's insurance policy, I sent in the endorsement authorization form. My insurance was set to expire 11/30/23. I didn't hear anything back. I sent several emails and attempted to call several times before I finally got in touch with an agent. The agent told me my request was never put through. She had me resend the endorsement authorization form and said she would get this updated and sent to my mortgage provider on a rush since my payment was due the next day. I received a declaration form with my changes in December and was told a check for the difference would be sent. On January 19th I called to see when I would receive the check for $2464.12, the difference from the original invoice. I was told by the agent they didn't process my request correctly. She then said they couldn't honor the declaration page sent to me, nor could she refund December and January payment difference, that they had to make it effective 1/19/2024. I want the change premium that I requested multiple times honored and a refund check sent for $2464.12 the difference in the original premium and the requested change. ****** didn't process my request not once, but twice now and she wants me to pay for her mistake. We are prepared to file a complaint with the Insurance Commissioner of Florida on their negligent practices.

  Business response

  02/13/2024

  ******************,
  
  Thank you for reaching out to us. In reviewing the policy detail, we can see that the agent of record did enter and submit the change request directly into our policy management system on 11/01/2023. This request was approved and returned to the agent to endorse the policy. It appears this endorsement was not completed at that time.
  
  The policy changes were completed on 2/07/2024 and back-dated to the policy renewal effective date of 11/30/2023. These changes have resulted in a $1,363.31 premium refund. The refund check will be returned to you at the policy mailing address and will be received by 2/22/2024.
  
  Thank you for being a valued customer of ************************************************ look forward to serving you for years to come. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from my mortgage company for a escrow shortage of $2,937.40. I received a letter in August from American integrity stating that due to a 25 % increase in inflation my payment would be going up $1,528.00 in October. It talked about a coverage change but I did not authorize a coverage change in my policy. ********, I believed that the $1,528.00 would increase by payments made over 12 months. I did not authorize a change in my policy and didn't believe this pertained to me specifically. My mortgage payed the escrow amount of ********. This policy started 10-14-23 acording to my decleration page. How is it possible that I owe this much money on this short amount of time. When it's only December. I am a single parent. I live in a mobile home. I am disabled on a fixed income and cannot afford to pay back my mortgage company for something I didn't change or approve. I have had American integrity for the past 7 years and have had no issues with them in the past. Please explain to me how this happened? I believe they increased my policy from $50,000 coverage to $100,000 coverage without my approval.

  Business response

  12/28/2023

  ************, thank you for reaching out. A member of our Client Services team will reach out to you today to discuss your coverage options. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/30/2023 we had a claim on our home due to a hurricane. The adjuster came out the weekend following the storm and walked us through everything that was wind damage and pertained to our policy. Following the field adjusters visit, I spoke to the desk adjuster and he advised me that he was working on the paperwork for a few weeks. Once he finally called me back he was extremely rude and he advised me they were not paying out for any of the items that the field adjuster advised me of. I requested that the desk adjuster have the supervisor call me since he was being rude, he NEVER called me back and they sent a check which I never agreed upon. I emailed the desk adjuster that I was hiring a public adjuster since he did not communicate with me and is not covering the wind damage he should. My public adjuster sent in the estimate to American Integrity about 30 days ago and they have gone ghost, no response whatsoever. I am in shock that companies are allowed to completely ignore policy holders. We will be moving to next steps if we do not hear back from American integrity within the next 7 days

  Business response

  12/15/2023

  ************************,
  
  Were sorry that your home experienced damage due to Hurricane ******. According to our records, your adjuster has previously discussed with you that there are portions of the damage you are claiming that are not covered by your policy.
  
  We are not in agreement with the damage your public adjuster has presented to us. However, we will conduct an additional reinspection with an expert as a next step. Please reach out to your public adjuster if you have any additional questions. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a claim June 19. The inspection occurred within 3 days of the reported loss. After the inspection was performed, American Integrity Insurance Company has gone ghost. I now call three times a week to speak with the adjuster; they NEVER respond. I request escalation calls with no response. I send emails with no response. I leave voicemails with no response. All silent on the American Integrity Insurance end.I finally read the previous reviews to understand what I was experiencing. I now understand why they get **** stars out of 5 on BBB. After my experience with American Integrity Insurance Company, I think the claims reported on BBB are 100% accurate. If BBB could provide a negative rating system, American Integrity Insurance Company could set new lows.

  Business response

  08/03/2023

  ********************,
  
  Were sorry that your home has experienced damage. According to our records, your adjuster has communicated to you the findings of our inspection and settlement resolution of your claim. Your claim is currently closed. However, if you have additional information you wish to submit to your adjuster, we would be happy to review it. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim with American Integrity back at the end of January 2023 that has still not been resolved. I only occasionally hear from my adjuster regarding the claim and have gone more than a month without hearing anything regarding the status. I call and get voicemail. Phone calls do not get returned by the adjuster to either myself or the company that's been hired to fix my house. Emails are also not returned. I have filed a complaint with the State of Florida against them as well as their service is not acceptable. When calling the main number and asking to speak to a supervisor, I'm told by whoever answers the phone that they cannot give out that information, although I have been transferred to a supervisor before only to receive a voicemail and no communication returned. I understand that insurance claims can be tricky and take some time for processing. However, receiving little to no communication is unacceptable. I have been without a kitchen for more than half a year now, due to the fact that I cannot get my insurance company, American Integrity to communicate with me. If they actually read this, this pertains to insurance claim CHO-******** and adjustor license number ********** the end of the day, I want them to do the right thing and pay for my house to get fixed, which is why I have insurance to begin with. But I cannot even get a response.

  Business response

  08/03/2023

  ******************,
  
  Were sorry that your home has experienced damage. According to our records, we have fulfilled our payment to you based on the covered damages in your claim.
  
  We disagree with the expanded scope of work the contractor you hired is estimating. This contractor is citing that they are unable to repair specific items. We have an evaluation from a contractor who is able to make the repairs. Our payment includes compensation for these repairs, as covered by your policy.
  
  If you have any additional questions, please reach out to your adjuster.

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I cannot get my adjuster to communicate with myself or the company i hired to complete the work. He is **** My complaint is American Integrity's lack of customer support and inability to contact people handling my claim, not the claim itself. 
  
  Sincerely,
  
  ***************************

  Business response

  08/11/2023

  ******************,
  
  Thank you for reaching back out to us. Your adjuster will follow up with you further to discuss our findings and position on the claim.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim with American Integrity Insurance in October of 2022, shortly after Hurricane *** destroyed this area. I've received one check to date which is nowhere remotely close to covering the extent of damages to my home. I had my home inspected by a licensed General Contractor and my Public Adjusted submitted detailed repair estimates for all of the damages. Since then, there has been zero communication with me. They closed my claim without notifying me, and I had to re-open the claim and start over from the beginning. they also told me they had no records of any of the repair estimates that were submitted by my Public Adjuster, so we had to re-submit that again. They have not communicated with me or my adjuster since then. We requested an "Appraisal". They rejected that. We requested Mediation. They ignored/rejected that request. My policy even states that if we are unable to agree on a settlement, we would first go to Mediation. They have not returned phone calls, emails, etc. for over 6 or 7 months. They completely ignore you. I have been through several adjusters who work on behalf of their company, but they only last so long and then they are gone. Then I have to start over with whoever the newly assigned adjuster is. If you look at all of the complaints on this site, the issues are the same with everyone. And this company takes no responsibility for their actions, or lack of action. They just come back with the same template to respond and change a few words. I know they will respond to this complaint saying they don't agree with my Public Adjuster. That's what they said to everyone else. Well, if that's the case, then why not even try to reach a settlement agreement? Or why not communicate with anyone at all? I will be filing a complaint with the Office of Insurance Regulation in the state of Florida as well. And I will most likely be hiring an attorney, just like so many friends and clients I know who are insured with American Integrity as well.

  Business response

  08/03/2023

  ************,
  
  Thank you for reaching out to us. Were sorry your home experienced damage from Hurricane ***.
  
  We have received your public adjusters estimate and disagree with the scope of damage they are suggesting. As we have previously communicated to you, we have been attempting to reach ******************** to schedule a reinspection.
  
  We do not have any record of you or ******************** requesting mediation. However, if you wish to initiate this process, you would do so through the ********** of ********* Services. Here is the link: **************************************************
  
  If you have any questions, please reach out to your adjuster. 

  Customer response

  08/03/2023

   
  Complaint: 20374467
  
  I am rejecting this response because: This is the exact same response you give to everyone who has filed a complaint. It's what I expected. You never agree with anything you receive from customers, contractors, or public adjusters. It's a cookie cutter standard response that you use to make it sound like you're trying to resolve an issue, and place all of the blame on the other party. I would encourage people to read through all of the complaints on the BBB website so they can see for themselves that what I'm saying is true. It was only when I filed this complaint and sent a fairly aggressive email to American Integrity Insurance that I received a call from a newly assigned desktop adjuster on my claim. Prior to that, nobody would return my calls or email messages, and almost every time I logged into my portal I had a different adjuster assigned to me. And as far as you saying you've been trying to reach my Public Adjuster, yes I did confirm that someone left a voicemail message for him recently. He called back that same day and left a message and didn't receive another return call. If your company doesn't return phone calls or emails, I don't think it's fair to try to blame the other party if you don't reach them one time. I was now told my newly assigned adjuster that she will be staying with my file until we get it resolved, which was encouraging to hear. She said that she is ordering a re-inspection and will be sending a field adjuster out to inspect my home in the very near future. I'm awaiting confirmation of that date. Not sure why we have to do this again, 10 months after the first field adjuster came to inspect my home, but I guess it's better than nothing. We will see where this goes and hopefully something will be resolved in the very near future. 
  
  Sincerely,
  
  *******************

  Business response

  08/10/2023

  ************,
  
  Thank you for reaching out to us.
  
  We look forward to the reinspection to evaluate the scope that ******************** is claiming. We will provide our determination to ******************** once that reinspection is completed.
  
  If you have any questions, please reach out to your adjuster. 
  
  Thanks,

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few days after returning from a trip out of the country, I reached out to American Integrity to file a theft claim after receiving no response from the airline or country I was in. I was not contacted for a while until I reached out to my agent, ***********************, escalated an email to the appropriate party. On 6/25/2023 contact was made and I was advised by the adjuster *************************** on the process and instructed to fill out forms. I immediately advised that I would be travelling for a few weeks. By 6/22/2023 I still had not received the forms and reached out in email and left 3 voicemails asking for the forms to be sent and the email address confirmed. On 6/23/202, I received an email stating that ****** was no longer with the company. On 6/23/2023, I followed up with my agent to escalate again. I reached out again on 6/26/2023 and a supervisor, ***********************, reached out via email stating a new adjuster would reach out to me by the next day. On 6/28/2023 the new adjuster, *****************************************, reached out via email and when I didn't see it, see forwarded the email again on 6/30/2023. She never called me at that point. I immediately advised that I would be travelling, the issues I had prior, and that I may need to reach out to stores for a copy of receipts. On 7/5/2023, I gave a recorded statement, reminded ***************************************** of my upcoming travel in 2 days. I was sent an excel sheet only on 7/5/2023. On 7/6/2023, I received an email from *********************** recapping her version of events. On 7/7/2023, I requested the excel sheet in a PDF form because I couldn't open the sheet and the affidavit which was never attached in the email. On 7/12/2023, while being out of the country I received a denial email from ***************************************** with a scre3enshot of policy conditions.

  Business response

  07/24/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim.Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Customer response

  07/24/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  
  The businesses claim is untrue in part that I have attempted numerous times to comply with the claim process. I filed this complaint due to the email I received where the assigned adjuster made it seem as though I was not complying. The last email I received while out of the country told me that my claim was being denied. I filed my claim in a timely manner and then the adjusted attempted to use policy and blatantly lie about the situation and not work with me. Please assign a new adjuster as I do not wish to proceed with an unfair and biased adjuster.   

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

  Business response

  08/03/2023

  ******************,
  
  Thank you for reaching out to us in regard to your claim.
  
  We require cooperation with the claims investigation in order for us to proceed with your claim. According to our records, you have not yet provided the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible.
  
  Once we have this information, we will be able to make an evaluation and move forward with your claim. Please reach out to your adjuster should you have any questions in the meantime.

  Business response

  08/03/2023

  ******************, 
  
  Your file has already been escalated to a Claims Manager, who has actively been working on your claim with your adjuster. Again, we are unable to move forward with your claim unless and until we receive the information necessary for us to evaluate your theft claim. Please work with your adjuster to provide this information as soon as possible, and our Claims Manager will review it and respond to you accordingly.

  Customer response

  08/03/2023

   
  Complaint: 20344783
  
  I am rejecting this response because:
  

  I rejected this response from the business on 7/19/23 and asked for my claim to be reassigned to another adjuster and supervisor team in hopes that I will not only receive better service with integrity and a fair resolution to my claim. I have not heard from anyone. 

  
  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. ↩