• Report: #984006

Complaint Review: Tower Hill Insurance

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  • Submitted: Tue, December 18, 2012
  • Updated: Mon, June 30, 2014

  • Reported By: Norm — Port Saint Lucie Florida United States of America
Tower Hill Insurance
P.O. Box 147018 Gainsville, Fl. 32614-7018 Gainsville, Florida United States of America

Tower Hill Insurance THIG.com Cancellation, Poor buisiness practices Gainsville, Florida

*General Comment: sit and wait

*General Comment: Tower Hill has been around a long time

*Author of original report: A little courtesy goes a long way

*General Comment: The usual

*Consumer Suggestion: Tower Hill Inssurance

*Consumer Suggestion: Tower Hill Gone Wrong

*General Comment: Cancellation

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I've been a good, cash paying homeowner insurance customer for about 3 years. I recently chose to enroll in Tower Hill on-line automatic payment plan providing my checking account number. I mistakenly transposed a couple numbers in the
account when I filled out the online enrollment form. When the bill went to the bank, it got kicked back for an unknown account number. Tower Hill cancelled my policy without so much as a phone call or email even though they had this information on file. I found out 45 days later when they had the nerve to send me a "balance due" bill after cancellation. They refused to reinstate my policy even with full payment and full current year payment. Very poor / impersonal business practices. Thank god I didn't have to fight for a claim with these jerks. They changed their name from Royal Palm Insurance to Tower Hill. By any name they are a bad business.


This report was posted on Ripoff Report on 12/18/2012 05:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Tower-Hill-Insurance/Gainsville-Florida-32614/Tower-Hill-Insurance-THIGcom-Cancellation-Poor-buisiness-practices-Gainsville-Florida-984006. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

sit and wait

AUTHOR: frustrated customer - ()

i donot blame you ..bad rep from me..they take eons to issue payments on claims..losses checks and never return your calls shame on you ower hill

 

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#2 General Comment

Tower Hill has been around a long time

AUTHOR: Skittles - ()

I doubt Tower Hill will go out of business with the next hurricane considering the group has been doing business in Florida for over 40 years.  Unfortunately, the practice of personal phone calls is rarely used in this day and age With any company.  They have thousands of policyholders. If they were to make a phone call to each and every one when a payment was late; past due , etc, that's all they would do all day and wouldn't have time for anything else.  When you provided your account information online, they have you enter it twice to avoid this type of mistake.  I know because I've been insured with a Tower Hill Company for over 5 years and enrolled in the auto pay program 2 years ago.  I've never had an issue.

if there was an error and payment couldn't be withdrawn from the account, a letter would have been sent to you.  This is a requirement of the state.  And, it also gives the insurance company something in writing to "cover their butts", if you will.  If you didn't read the letter, who's fault is that?  The insurance company?

Do you have an agent to work with?  That should have been your first call.  Your agent could have gone to bat for you and contacted a supervisor or underwriter to review your policy and request reinstatement.  Especially if, like you said, you've been a good paying customer for several years.

With all due respect, I don't see how this is a rip off.  Do you really think insurance companies are just waiting for clients with good payment histories to cancel so they no longer have you as a customer?  Unless you have a lot of claims in your history, I doubt that.  They're in the business to make money.  

 

Like I say, it's standard practice with all insurance companies to cancel a policy is you don't make a payment.  If you make a complaint with the a Department of Financial Services, there's a slim chance Tower Hill might change their stance in this issue and reinstate your policy.   However, if they have documentation showing they provided you written notification of a payment being due, I donut that will happen.  

My suggestion for you in the future if you chose to have payments electronically withwpdrawn from an account for insurance or any bills, double--heck, triple-check the account and routing number and provide a copy of a voided check to the company so it's easier for them to catch a mistake before it goes as far as this one did.  I do this for all my bills I have electronically drafted friom my account.  

 

best of luck to you!

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#3 Author of original report

A little courtesy goes a long way

AUTHOR: Carl - ()

  All I was asking for was a little professional (and personal) courtesy from this company that received good money from me for my business. They asked for my phone # and Email on their application as contact information, for what? Not even the courtesy of a phone message, just their generic machine-generated letter. Forgive me for being old-school about communication but it's just the way I was brought up. Anyway, I blew off my steam and won't deal with that company again (they'll probably go out of business the next hurricane anyway to avoid making good on policies). As far as you're concerned sir, you know where you can go.

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#4 General Comment

The usual

AUTHOR: Tyg - ()

 Its the usual consumer responsible deflection. Its MUCH easier to place the blame on the business. The business "screwed me". THEY cancelled MY insurance for non payment, so THEY are the bad guy. Ok we get it, YOU screwed up. YOU made a mistake. You probably DID get a notice but ASSUMED that it was about your autopay information. When you assume, you do so at your own risk.

You can spin the situation all you like but there are FACTS that cannot be ignored. The FACT that you screwed up in entering the account information, we get that. But that one FACT is what has caused this issue. Its NOT on the insurance company to enter in that info correctly. They can ONLY go by what they have on file. They dont know that you havent descided to just screw them. They have no idea if you just screwed up or if it was a deliberate attempt to cause a issue. They MUST assume the worst. EVERY business has to deal with some form of fraud. Insurance fraud is some of the worst. Because of all this fraud, they cannot "play nice" with you.

I recently had to deal with MY insurance company screw up. Did I like it?? HELL NO!!!!! Did it suck?? YEP!!!!! But I HAD to recognize that I had a part in the issue. All American consumers try and place 100% of the blame in ANY situation on someone else in an attempt to make themselves a better victim. But REALITY is that no individual or entity is completly 100% responsible. Because of that, each and every RoR has to be looked at with a 50/50 responsibility. In this instance its more 75/25. Unfortunatly YOU are the 75%. You made a mistake, you made a BIG mistake and its going to cost you. But the insurance company hasnt ripped you off. They have ONLY done what they are supposed to. You FAILED to make a payment, you recieved a notice but assumed it was something else. You need to accept that this is a issue of your own doing and because of that this situation IS beyond the insurance companies control. After its been cancelled, its cancelled.

Reguardless of who YOU think is responsible, it wont change the reality of who was at fault.

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#5 Consumer Suggestion

Tower Hill Inssurance

AUTHOR: Pat - ()

I have no connection with Tower Hill Insurance, however I'm considering this company for a Home Owners policy. The complaint above isn't relative to the insurance company because it's the responsibility of the consumer to make sure the correct account number is entered and to follow up to make sure the payment went through. In my opinion the consumer is the "jerk" and may have committed a deliberate act of non-payment. All insurance companies have rules of reinstating a policy and those rules are clearly stated in the policy which consumer apparently didn't read. It's the Consumer who errored in not reading/knowing reinstatement guidelines, being careless in entering incorrect account number, and not following up on the payment, NOT the insurance company who is blamed for Consumer's negligent.

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#6 Consumer Suggestion

Tower Hill Gone Wrong

AUTHOR: ClaimAdvocate - (United States of America)

THIG has been operating as a rogue carrier for the past few years getting away with non compliance of insurance codes and regulations. Be glad you have never had a claim. They go the extra mile to pay as slow as possible and as little as possible.  I should know, I am a retired claim executive for 40 yrs with the nations top national carriers. 

You should go to www.myfloridacfo.com web and under consumer services file a complaint. Explain in simple terms what happened without the emotions and long stories, just state the facts and ask for a redress. The DFS will do the rest for you. Thats waht they are there for being paid with your tax money. It may take 30 days but an answer will arrive. Email is faster than regular mail.  The other post is right, but you probably don't even have your policy yet so you cant read about your rights under "cancellation notice".

Its a Statue regulation they must give notification within the frame time allowed by law. Usually non payment you should have received a letter of cancellation 10 days in advance if the policy has been in effect less than 60 days. You need to request in writing your refund for the unearned premium time period. They are entitle to the a pro rated (earned premium) fee for the date you took out the policy until the date of their cancellation. 

They are not easy or reasonable people to deal with. That reflects upon their management team as the workers are only an extension of them. I have always found them to practice rudeness, low ball claim payments, underpaid claims, wrongly deny claims, and have unskilled people with over rated  titles that are ill trained in people skills.

 LOOK ELSEWHERE for a good carrier in your area like  Florida Peninsula-, Southern Fidelity P/C-, Homeowners Choice P/C, Heritage Property/Casualty,  American Integrity-Tampa, Southern Oak Ins  
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#7 General Comment

Cancellation

AUTHOR: Skittles - (United States of America)

By law, the ins co has to notify you, in writing, of their intent to cancel the policy for non payment. Did this happen? That would have allowed you time to remedy the situation with the error you made in entering your bank account information. If that did not happen, you should contact the ins co again and ask to speak with a supervisor. If that gets you nowhere, contact the department of insurance so they can investigate. Royal Palm Ins Co was the name of a company acquired by Tower Hill Ins. Tower Hill then changed the name from Royal Palm to Tower Hill Select, I believe.

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