Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was told on 04/18 by the company representative that medical in excess of my $2500 responsible portion of my $6000 would be reimbursed in ***** hours after a 24 hour review. I submitted receipts on 04/23 and received an email on 04/24 saying "Hello *****, Per the *** benefit, you are required to meet the deductible threshold and we must verify the amount applied to the deductible. We do need the *** deductible summary before we can reimburse from the ***, this is a requirement of the *** Plan. Please send the information once you have it.This "minor" detail was not provided to me resulting in me having $30 to last me a week after I spent $595.04 in good faith based on their information.

  

  Business response

  04/30/2024

  Consumer informed Higginbotham Insurance Agency, **** of their intent to withdraw the complaint with the BBB on 04/25/2024.

  Please reach out if you have additional questions or concerns.

  Kind regards,

  ************************************ Legal & Compliance Specialist

  Higginbotham Insurance Agency, ****

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will accept the response as instructed. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had ****************** commercial insurance with Higginbotham as our agent since 2019. Initially, and each year following, we have been asked to provide/choose limits of our choice for each property. Each year, the limits we set have been approved with no questions.At renewal time for 2023, the existing limits from previous year were approved by ****************** and offered to us for our policy renewal on July 7, 2023. At that time, we asked to have limits raised for three of our properties and coverage was bound on July 13. We then spoke with adjusters who advised us to purchase higher quality roof shingles with a 50 year vs. 25 year warranty. This would lower the per year depreciation, and would make up for any possible co-insurance penalty. I then contacted our agent at Higginbotham on 7/31/23 asking to have the limits on these three properties returned to their original, lower limits that were approved by ****************** in our July 7 offer. She informed me she would send in a request for an endorsement to the carrier, and once the endorsement is processed and funds are returned we would receive any premium difference.I followed up with Higginbotham almost weekly to get status on our change of limits and policy refund, only to be told they are "waiting" for an answer. Finally, on October 30, 2023, ninety days after the endorsement request, I received an email denying our request for lower limits. When questioned why it was denied, I was only told they strongly recommend the higher limits. They did not REQUIRE them, and limits are our choice, but they would not return them to original amount and refund premium difference, with no explanation as to why.I have sent 5 emails to ****************** using email given to me by *************** the broker (I reached out to our Agent, as well as VP of Business Insurance at Higginbotham and they would not provide me with the contact information). I have yet to receive a response.

  

  Business response

  02/29/2024

  The Insured was presented with limit options from the carrier prior to binding coverage and the Insured elected to bind the higher limits. Later, the client came back and wanted to lower the limit carried. Higginbotham presented this request to the carrier who denied the request. The carrier was not willing to lower the policy limits.  As the agent, we can make the request, but the ultimate decision lies with the carrier. Unfortunately, they would not budge in their stance.
  We cannot speak to why ****************** has not responded to the insureds emails. It is possible that they are not licensed to speak directly to insureds.
  Higginbotham is not the carrier and cannot make any premium adjustments to the policy. 

  Thank You,

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

  Sr. Legal & Compliance Specialist

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Higginbotham insurance and all their various subsidiary business will not stop sending me marketing emails. I have never been a customer and their ******************** are only marginally related to my business. I have used their Unsubscribe/Update Preferences at least 20 times, and written as many emails asking, imploring, and screaming in ************************************************************************************* I have gotten response of "We'll look into this and get back to you", but to no avail. I am now retired and am really tired of all this. This is not a truly critical matter, but rather an indicator of the carelessness of a business. Why would I trust my business insurance to them if they can't even get this right.Please bring this up with them. If I cannot get them to stop, I will be reporting them to the *** for violations of the CAN-SPAM Act. This is spam and it needs to stop.

  

  Business response

  02/29/2024

  Thank you for bringing this matter to our attention. We have reached out to our internal IT department and marketing department with instructions to make sure that no further emails go out to this email address. It may take some time to get that completely processed, but we have requested the change be made immediately.

  Thank you,

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

  Sr. Legal & Compliance Specialist

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution seems satisfactory to me. I will now watch to see if they follow through and will re-engage with the BBB if that does not actually happen.
  
  Regards,
  
  *************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an FSA account with over ******* in it being held for a ***** amount paid to them. My card needs to be activated so I can use my money before the end of the year.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to my agent ************************* for 12 days. My husband and I have properties that she has written the policy on for years.We have an issue in a multi use complex in ****** that requires an Agent and Agency for understanding if how to navigate 3 entities with multiple insurance policies with overlapping responsibilities and none will take responsibility.All I have asked is to speak with my Agent and I have **** met with hostility from ************************* office and with *********************** at the Higginbotham corporate office in **********. This is so below a professional response, I dont have words for it. I have requested that they stand by us without prejudice through this process, and have our Agent contact us. Its like being at Jack * the box - FRIES?

  

  Business response

  01/09/2024

  Various agency staff have had several email and phone conversations with *************

  He is requesting a call from "his agent" *************************...who is not the agent on this account any longer.  ************ didn't advise that she is also the mother of his partner he references in his email.  There is current ongoing legal proceedings between ************ and ****************** and he was directed to reach out to his attorney if anything additional needed. 

  He has an issue with the roof leaking on the condo and has been reaching out to the *** as well as a roof warranty company as well on the roof leaks. Higginbotham does not insure the *** or the structures.   We have offered to file a claim for any interior or contents damages on the condo policy, and he did not want to report a claim on the condo policy --he wants to talk to **************************  He advised he wanted to talk to ***** about loss of value if he tries to sell condo due to leaking roof, and I have advised that a loss of value if he sells the condo, from a leaking roof is not something that the condo policy covers.

  He only wants to speak to ********************  

  We are here at the agency and have offered to assist in filing a claim and he does not want that.  His frustration is over the fact that he cannot speak to ********************

  We/he has also included ****************** in emails, and ****************** is aware of these issues and is not responding to ************ himself, due to legal proceedings.

  Please advise if there is anything additional that we can offer to help.   Thank you, ***********************, COO Personal Insurance

   

  Customer response

  01/29/2024

  Complaint: 20841038
  
  I am rejecting this response because:

  Higginbotham has conflated several a mind distinctly different topics. 
  

  I called to speak with my agent. 
  

  I asked the name of Agent on Policy and was told it was *************************. 
  

  I needed to discuss what had happened and what options may be available with so many other entities involved. 
  

  Higginbotham became resistant and pushed me to file a claim. 
  

  I never called to file a claim I called to speak with the agent to understand my options and path. 
  

  Due to my husband and my divorce, we can only file a claim Once we be both agree that it is the best path forward. 
  

  thus has been a very painful and unnecessary process. 
  

  I am disappointed in both Higginbotham  and *************************.

  It felt vindictive and unprofessional 

  Regards,
  
  **************************

*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. ↩