Complaints

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flood insurance policy through *************************** with ***************** in *******, *****. The policy is certificate # EZ400027309. The policies surplus lines broker is *********************** with Aon Edge **************** of ******, *****. ****************** is the independent adjustment firm assigned by my flood insurance company. My policy includes an additional ***** in living expenses. My home experienced a major flood the night of 4/10/24 and was ruined. The home experienced a MAJOR septic tank back up along with catastrophic ground collapse at the north west side of the home. This large sink hole was shown to the adjuster from ******** and Company when he came out and inspected. The whole home was shaking and rocking during the flood. The a/c compressor, hot water heater and ALL appliances were ruined. The electrical box was sparking and popping during the flood! As of 4/27/24 (17 days later) I have NOT received a single ***** from the insurance company! I have asked numerous times for living expenses only to be given MULTIPLE excuses as to why its taking so long. Although my policy did not include mold coverage, had I received financial assistance in a timely manner mold COULD HAVE BEEN PREVENTED! The mold is due to the negligence by the insurance company. I brought a well known ********* to look at my home and he said it would cost much more than the policy limit to replace the home. Due to the long delay by the insurance company which caused the wood to remain wet and non treated I'm sure mold is now prevalent in the home. At this point it's NOT safe to walk through the home due to the damage, foul smell, and rotting wood. Everything in the home including food is all ruined. As I told ******** and Company more than once, I desperately needed money for living expenses. My ********* said that leaving the wood untreated and wet was a breeding ground for mold! I blame the insurance company's delay on the mold 100%.

  Business response

  05/15/2024

  Please find our response to the Complainant. Please reach out if you have any questions. Thank you. *****************************;

  Customer response

  05/15/2024

  I am rejecting this response because:   My complaint was not exactly addressed.  Why did it take so long to provide any funds whatsoever?  The point of "ALE" (additional living expenses) is to help when catastrophe strikes.  We have notified the attorney general of the poor service we have received.  We also have hired an attorney to seek punitive damages.  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May of 2022, we received a letter indicating our flood insurance policy would NOT automatically renew. But it did renew in July, for the inflated amount of 3,247. I contacted the insurance company and was told the policy should have only been 840.66. There is a lot of information regarding this issue and this box doesn't give me enough space to type it all. Long story short, it is now December, and there has been no proactive contact from the insurance company or the insurance agent to refund this erroneous charge. They have ignored my emails and calls, and given me the runaround instead of issuing a full refund. CONTACT ME and I can give you more information including copies of letters, emails and texts.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2022/12/19) */ Hi ******** We have determined that this is a misdirected inquiry as this Flood policy was purchased through Aon Edge Insurance, not Farmers Insurance. Unfortunately, Farmers does not have access to this policy and cannot address the consumer's concerns. For assistance, we encourage you to contact Aon Edge directly. Please see below. AON Edge Contact Information: **** A *******, President MSC XXXXX PO Box XXXXXX Dallas, TX XXXXX X-XXX-XXX-XXXX Business Response /* (1000, 22, 2023/01/11) */ Dear Sir or Ma'am: Aon Edge Insurance Agency, Inc. ("Aon Edge") is in receipt of your letter dated December 23, 2022 regarding a complaint made by ****** ******* ("Insured"). Aon Edge is the managing general underwriter for Certain Underwriters at Lloyd's ("Lloyd's"). Thank you for the opportunity to respond. EZ Flood Policy number *********** ("Policy") was issued to the Insured by Lloyd's on July 12, 2021 with an effective date of July 13, 2021 and an annual premium of $748.76. As a matter of standard practice, Aon Edge sends renewal notices to an insured, an insured's agent and named mortgagees. Aon Edge sends the first notice of renewal at least 60 days before policy expiration and a second notice at least 30 days prior to policy expiration. Our renewal notices state that policies do not automatically renew, and premium must be paid in full in order to secure renewal coverage. Due to changing risk appetite and the flood score for this location, the renewal premium was quoted at $3,247.78. On July 1, 2022, we received payment of the renewal premium from the Insured's mortgage lender. Upon receipt of that payment, Aon Edge issued the renewal Policy effective July 13, 2022. On July 13, 2022, the Policy was endorsed to change the producer for this Policy to another unaffiliated producer by the name of *************. On July 13, 2022, Mr. ***** called to inquire about the renewal. In response to that conversation, Aon Edge explored alternate markets and prepared a new business quotation for this property with a premium of $840.66 for which a quotation was sent to Mr. ***** to present to the Insured. On November 16, 2022, Mr. ***** called to request cancellation of this Policy indicating that replacement coverage had been obtained elsewhere. Aon Edge processed the cancellation request effective November 16, 2022 and issued a pro rata refund of $2,092.78 to the mortgagee representing the unearned premium applicable to 65% of the unearned Policy term. As set forth above, the Policy was renewed by the mortgagee and not automatically renewed. As to the communications between Mr. ***** and the Insured, Aon Edge does not have the particulars as Mr. ***** is the AonEdge.com ******************* P.O. Box **** Kalispell, MT XXXXX X.************ Insured's agent and not an employee of Aon Edge. Throughout this matter, Aon Edge responded timely to all inquiries and requests, and managed this Policy consistent with our standard business practices. Please let us know if you have any questions. Consumer Response /* (3000, 24, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the explanation, but it's not an acceptable one. We found flood coverage for 350.00 a year. The paperwork we received indicated the policy would not renew. We were not involved in that decision at all. If it was the decision of someone at Guild Mortgage, I want their name and their contact information. We received a refund check from aon edge but it was not for the full amount. You can't quote 840.00 and then charge over 3000 dollars. Your coverage isn't needed. You are stealing money. What made the flood score go up in the midst of the worst drought this part of the world has seen in over a thousand years? Ridiculous. Where is the communication with the home owners in all of this? Who's job is it to contact us and say "here's whats happening with your flood insurance. "? We haven't yet cashed the refund check because it is not for the full amount. Refunding the full amount is the only acceptable outcome. None of the miscommunications are our fault. We did not authorize the charge. Send a full refund immediately to remedy this issue. It is the only acceptable outcome. We're tired of excuses and people pointing fingers back and forth. Do the right thing by the homeowners.

*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. ↩