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Brightway Insurance Agency / False explanation(s) of policy

1 Ocala, FL, United States Review updated:

Okay, yes I am new at owning a home. But when I rely and put my trust into an insurance agency to find what I need, I expect them to know what they are doing. Brightway insurance Agency got me set up with Security First. I went over my policy via phone with agent, Lauren Shaw, (my agent, Kevin Bland, never seemed to be available) and had her explain it to me in laimens terms. I asked my questions and then got down to the water side of it. I saw where it said 'flood exclusion', and asked what that exactly excluded. She proceeded to state that if a hurricane floods my home I am not covered, that if a pipe in the street bursts and floods my home I am not covered. But, if a pipe in my house bursts and 'floods' or 'fills' a room/house with water I am covered. I then asked about my roof. According to paperwork, the roof of this house was built new in 2006. ( granted new roof shouldn't be leaking right?!)I noticed a coupke of weeks ago the roof is leaking in many places! I asked her that if my roof is leaking when it rains will I be covered. Lauren stated that yes. It would fall under all other perils with a $1k deductible. Two (2) days later I proceeded to make a claim for my roof. The adjuster, Kevin Townsend, came out and took pictures and my statement. He stated that he actually saw more places where the roof was leaking and brought them to my attention. Anyhow, he left and went to do his work. A letter then came back to me stating that I was denied my claim and Mr. Townsend lied about damages to the roof and my statement was twisted around! Go figure. Now I believe the movies for sure. Mr. Townsend then called me and and told me I was denied. any guesses as to why? Well, It's because I have a water exclusion on my policy! It is listed as a water exclusion credit. Lauren Shaw had no idea what she was talking about when she was going through the policy with me over the phone. Thanks to her and her knowledge of reading insurance policies, my caim was denied and I now have to find a way to come up with $4k to replace my roof before mold grows rampid through my attic and who knows where else and before it ruins the ceiling and the drywall! I'm covered for mold/fungi and structural damage, but if it's related to the claim on my roof and involves water, I'm not. Guess which is going to happen first? Hint: It's not a new/repaired roof! What else does my family have to go through? My advice, seek a different agency. Perhaps one that is qualified to read policies.

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  • Jl
      16th of Aug, 2011
    0 Votes

    The only place you'll find flood coverage in the US is in a flood policy. The only way you would not be covered from water falling from the sky during a hurricane would be with a policy the excluded hurricane damage all together. If you had a policy prior to being written by Security First and the damage actually occurred then, the prior carrier would be on the hook for the damage. Security First should have paid you you would have subrogated and Security First would have gone after the prior carrier (who would have gone after the roofer). If there was a question about existing damage on the Security First application and the damage was not attested to (and present at time of application) your claim would have been denied and you premium refunded. It sounds like the Adjuster believed the damage to have occurred prior to the policies effective date.

  • Pe
      2nd of Nov, 2012
    0 Votes

    These people are ridiculous!
    Brightway insurance/ Mercury insurance is the worst company ever!
    Please save your money and time a find another company
    They will screw you over
    They give false information!

  • Al
      15th of Nov, 2012
    0 Votes

    Brightway has saved me money, although I've never had a claim, so I can't speak to that part. I can say that both the JAX officce and my local agent are impossible to reach and do not return phone calls.

  • Ja
      20th of Jan, 2013
    0 Votes

    I have had a brightway agent, Chris Huebener, for a few years now. He was very helpful in finding an affordable option for my family for our home and auto. He took the time to explain any question that we had when we were purchasing our home, thus needing the insurance. While it seems that Lauren misspoke as to the coverage, ultimately you would have received the policy in the mail, which does state the coverages/definitions/etc. Also, I have never had an issue getting a hold of Chris. He is always quick with an email, and never leaves a phone call unreturned ( if I don't get him on the first try) It sounds like you had a bad experience, but I can tell you that my experience and relationship with my Brightway agent has been great! Keep up the good work Chris!

  • In
      31st of Jan, 2013
    +2 Votes

    Sorry about your roof luck. I was an underwriter, and if you believe that a new roof is an insurance companies responsibility, you are totally wrong. It is the homeowners responsibility for the mainteance, which includes the wear and tear, of their home. this has nothing to do with this agency or the agent. If an act of nature causes water damage the damage is covered.

  • Kn
      6th of May, 2013
    -1 Votes

    Well, it should make anyone like the person that dealt with Lauren Shaw feel good to know that she is no longer at Brightway. So have no fear.

  • In
      12th of Mar, 2015
    0 Votes

    You weren't taken by Brightway you were mislead by the insurance company Brightway sold you. You put your trust and hand in Mr. Townsend NOT your adjuster the company Adjuster. You by contract have to PROVE the damage you ask the wolf to guard the chickens And are blaming the wolf for eating them! You needed to hire a Licensed Public Adjuster who would have protected your interested and proved the claim. Your are covered for water as long as roof has sudden and accidental damage. That's what you had to prove you didn't so the Mr. Townsend did what he has been trained to do PROTECT insurance company. You should retract this complaint you are wrong.

  • Te
      29th of Apr, 2015
    0 Votes

    Having similar problems in Jacksonville with Brightway people who (1) fail to give complete information about the policy and (2) who refuse to give you a copy of the policy information until after you have bought it. Who is supposed to protect the insured? If you can't get accurate answers before closing and you can't get any truths in writing, how are you going to find out what is and is not covered and under what circumstances and exclusions before you commit to buying the insurance. If you think flooding is a problem, try getting an explanation of the sinkhole exclusion.

  • Ka
      8th of Jun, 2015
    0 Votes

    A lot of people really like Brightway Insurance & I had heard nothing, but great things prior to going with them. I had a horrible experience with them. Every single time they contacted me about my car policy, the person that was calling did not know anything about what was actually going on. I got into a very bad car accident. I asked for their help & they said they tried calling Progressive, but couldn't get a hold of anyone so maybe I should do it. I was in a wheelchair & could not for walk for 3 months. Progressive themselves were great & I started just working with them directly. I had a lady from Brightway call & asked where a form was..I asked her which one because I had my old policy & my new policy (I couldn't drive for 3 months so we reduced it). I had signed off on 2 of these forms lately, one for the new & one for the old. She was almost yelling at me because she had no clue I had been in an accident & why I was asking if it was the old or new form. Finally I had to pretty much yell back & say that I got in a car accident & was she talking about that policy or my new reduced policy. She then went quiet & apologized. Then when I transferred Progressive agents they actually sent a letter to Progressive stating that I did not want to leave Brightway. I absolutely wanted to leave & not one person ever contacted me about this so they send this on their own. So they lied, I'm sure they are great for other people, but I experienced horrible customer service.

  • Jo
      11th of Dec, 2015
    0 Votes

    Brightway is simply a service center that disguises themselves as having full service independent agents in communities throughout Fl. and beyond who claim they have great service. The reality is that the vast majority of their agents have very little industry experience who are ill informed about the "insurance franchise in a box concept" they have purchased and service after the sale for their clients is less than be desired. I hope all those that do business with Brightway as opposed to a full service traditional agency don't have claims and don't need service. I really feel bad for the franchised owners who thought this was their golden ticket into a wonderful industry and those clients who require service. We know of countless people who bought a policy from Brightway who have had horrible results, no phone call backs or very slow call backs and wrong/inaccurate answers. Buyer beware- I would not do business with Brightway. Why gamble when insuring your most valuable assets!

  • Ce
      3rd of Mar, 2016
    +1 Votes

    You read up on any insurance company and agency and you'll definitely find horror stories from them all. What it comes down to is the specific experience. Could there have been a relatively new employee in the service center that doesn't know as much as another, sure. I'm sure we've all called Comcast once or twice and have dealt with the most pleasant and unpleasant individuals in the planet. Does it mean that all the Comcast employees are incoherent? Not just means I better read my bill carefully to make sure it's what I expected. If not I'll call. Same for water exclusions. There are several forms that need to be signed for an exclusion of coverage. I've seen plenty of customers just grab paperwork, look for that "SIGNATURE" line so they can sign and be gone. Trust me, I'm an agent. I try to explain each section of a policy to the customer before they sign. I'll tell you that only 1 out of every 5 will let me read it without telling me to just say where to sign. So long story short...don't throw a company or an employee in the dirt for one slip up. You don't know what kind of day they were having.


  • Bg
      2nd of Feb, 2017
    +2 Votes

    Insurance carriers don't cover roof leaks as a result of wear and tear.

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