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Tower Hill Insurance review: Claims Process

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8:27 pm EST
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Had a hail storm. They first sent out a man from a construction company that said I had no damage. I knew I did s four roofing companies had looked at it, all saying I did. When I called the claims agent and told him the guy they sent out didn't know what he was talking about, the claims agent then said "How many roofs have you installed?" and argued with me trying to tell me the guy was an expert. Then a few weeks later they had a scientist/engineer drive from Orlando to Jacksonville, spend over an hour on my roof. He leaves and I don't hear anything final on my roof claim for nearly six weeks. I call my agent and he stirs them up and in about a week from then I finally get a check. Claim filed about August 19th and settled the first week in November. TERRIBLE claims process, and smart a$$ claims adjuster.


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Jul 03, 2018 5:22 pm EDT

Negative 5 stars!
The short version: Hurricane Irma caused a tree to fall on our house, along with several more on the property. The initial estimate of loss was incomplete by more than half. And this isn't damage that a contractor needed uncover. The estimate contained many items that said pending bid and a tremendous amount of items were omitted completely. After 3 months Tower Hill paid out on the incomplete estimate despite the pending bids and omissions and have done nothing else on our claim in 7 months except jerk us around. We had to hire a public adjuster to estimate the complete loss, which is not a recoverable expense by the way. My family and I, which includes our 100 year old grandmother!, are living in a half destroyed house with mold. My daughter's room is uninhabitable so we had to rent an RV to put on the property because she is the primary care giver for our grandmother. Even though we have plenty of Additional Living Expense (ALE) coverage, Tower Hill has stopped reimbursing us after 3 payments. Payments that were all 3 months late by the way. Three months! How do they expect people to carry additional living expenses for 3 months? From all of the expenses we are now $29, 000 in debt and rising each month. This is criminal in my opinion.

To add insult to injury, our mortgage company, PennyMac, will not release funds for items that are not expressly listed on the worksheet that is provided by the insurance company. The worksheet details the work to be done but more importantly the work they are paying out on. Because the estimate was so grossly under estimated there is work that needs to be done prior to the work they paid out on, i.e. electrical, plumbing, re-framing, code upgrades (none of these were on Tower Hill's estimate). So effectively, no work is being done on our house with money sitting in escrow that we have no control over.

The long version in case anyone wants to file a Civil Remedy Notice of Insurer Violations : We sustained a wind loss with ensuing damage at our property caused by Hurricane Irma. We promptly reported the claim to our insurer, Tower Hill Insurance Company a/k/a Omega Insurance Company. In response to the claim, Tower/Omega performed an inspection of the property and determined that the policy covered the loss. Tower/Omega subsequently made multiple payments to us under Coverages A (Dwelling), B (Other Structures), and C (Personal Property) totaling less than half of the true loss amount. Tower/Omega also tendered partial payments under Coverage D (Loss of Use). Unfortunately, the claim payments under each coverage were incomplete and inaccurate in scope and amount, and we were forced to obtain independent estimates for our covered losses. The estimates obtained by us, which accurately reflected our covered losses, exceeded the amounts previously paid by Tower/Omega. On April 18, 2018, we contacted Tower/Omega about the insufficient claim payments and submitted a Sworn Statement in Proof of Loss ("POL") along with supporting documentation. The POL included the amount claimed under coverages A (Dwelling), B (Other Structures), and C (Personal Property). These amounts were based on the estimates received and other supporting documentation that were provided to Tower/Omega. Additional payments are also due under Coverage D for our loss of use of our premises. Despite its timely receipt of the POL and notice of the claim dispute, Tower/Omega has refused to tender the remaining amount due and owing. Tower/Omega has acted in bad faith by failing to properly and promptly investigate the claim, failing to pay the full amount of the covered loss, and failing to communicate with us in contravention of Florida law. Tower/Omega has not attempted in good faith to settle the claim when, under all the circumstances, it could and should have done
so, had it acted fairly and honestly toward us and with due regard for our interests. They have failed to adopt and implement standards for the proper investigation of our claim. They have failed to acknowledge and act promptly upon communications with respect to our claim. They have denied to pay out our claim without conducting reasonable investigations based upon available information. They have failed to promptly provide
a reasonable explanation in writing to us of the basis in the insurance policy, in relation to the facts or applicable law, for denial of our claim or for the offer of a compromise settlement. They have failed to promptly notify us of any additional information necessary for the processing of a claim.

Here are some statutes that are of interest that may or may not be relevant to your problems.

Sep 25, 2017 2:21 pm EDT

Tower Hill insurance has a policy that if you file one single water damage claim back in 2009 (told by the underwriter it could be 100 years ago) they have a policy that they will non-renew coverage and will deny coverage for the rest of your life! this is what happened to me. upon calling the state's department of financial services, They indicate, while immoral, it is apparently not illegal for them to do this... You have been warned! BEWARE!

Nov 06, 2016 4:37 pm EST

With H. Matthew, so far, we have been treated well. We are a little confused about the figures for our losses and depreciation's, etc., and will try to get better understanding tomorrow. They sent an independent adjuster out who did a great job, was kind, helpful, and most informative. His name was Charlie Close. Now, I am dealing with an in-house guy, Matthew Brady, and he also seems quite helpful, by phone and snail mail (just have to get some clarification of terms and figures). I hope things will go better for us, as most of these reviews are not good at all! I do have to say that thig took good care of us in 2004 when Charlie tried to beat us down and I hope they will be there for us now with Matthew. Will check back in and let you know how it all works out.

Jan 17, 2016 9:21 am EST

I became a customer of Tower Hill when Citizens went out of business. I recently had water damage in bathroom and bedroom due to faulty plumbing. I was reimbursed by TH and then received a notice of cancellation. Reason? "proprerty vacant or abandoned". I have lived here for 17 years. One claim and they drop you. They should be put out of business.

Aug 03, 2014 3:53 pm EDT

try being the company that does the restoration..they never return your calls or pay you on time. I advise everyone to drop tower hill insurance,

Jun 09, 2014 5:20 pm EDT
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UPDATE: I am going to Mediation with THIG this Friday 6/13/2014. They are trying to wait me out, hoping I will go broke and are offering pennies on the dollar. They are disputing their own contractor estimates. What pieces of work. I am wondering if they are going to call the Mediator a liar as well. I had to hire an attorney to represent me on this. This would be against the law if a citizen did this to another. It called Theft and Fraud.

Jun 06, 2014 2:45 pm EDT
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Well, Tower Hill called today and said it looked like a mistake and said I should be reinstated on Monday. Couldn't have been nicer. So paper work snafu? Anyway, I am very relieved. And, I guess I can take it all back.

Jun 04, 2014 6:36 pm EDT
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I am having to take them to court over damages caused by a simple kitchen fire. Contractors are refusing to work with me when they find out I am insured by Tower Hill Insurance. Renee Heston and Nancy Weber are the adjusters on my claim. Please, stay clear of Tower Hill. I have been out of my home, as it is still smoke damaged, since 3/15/2014. Today is 6/3/2014. I have yet to receive ANY additional living expenses, which are provided for by my policy. No payments have been made for my damaged contents. All costs are being bore by myself and they haven't even offered a settlement but Tower Hill Insurance filed with the State Dept of Financial Services to go to mediation, instead of paying the claim or even making a decent offer.


Jun 04, 2014 1:25 pm EDT
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Just cancelled me 3 days into hurricane season for filing a roof claim. They paid after 3 inspections and a lot of hassle. But what a fool I was to return excess money to them. They cancelled me with days of cashing my check, thank you very much. My neighbors have similar house, same damage, same risk and exposure and got renewed. They are a couple...I am a widow. Just sayin. I have used them for years through 4 houses at the advice of my agent. I would say avoid them at all costs. They stink.

May 14, 2014 2:13 pm EDT

first they take your money then find an excuse to drop you. i have recently bought a rental property and through an agent bought Tower Hill home insurance, paid the premium in closing cost. but after a couple of weeks got a call out of blue that the inspector was at the property for inspection and found hairline crack on stucco and the property was unoccupied (it was in renovation) then they just abruptly canceled the coverage through the agent, left me have to look for new insurance

Jul 18, 2013 5:49 am EDT

Our ceiling caved in after heavy rains on July 2, 2013. We did have some small damage on the roof which was repaired by my husband. The contents on the room which was our office was covered in more than 12 inches of dry wall and insulation. We discovered that there was a mold issue! All of this information was conveyed to the "young" man that answered the phone early morning July 3, 2013. The ONLY thing they did right was get someone out to my home in a timely manner. 15 days into this and no contact from them, I finally called my agent and found out through him that we are not covered. I am disabled with allergic asthma to mold! I WILL slam them everywhere and anywhere I can. Shopping for new insurance in Tampa.

Dec 20, 2012 8:10 am EST

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 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.

Aug 21, 2012 11:11 am EDT

ACCIDENTALLY LEFT THIS OUT... "THEY "DID" DROP US!" Was sooo nice of them! Heck I would too, if I''d a been a low life, (as TOWER HILL INSURANCE IS) and stole over $30, 000.00 worth of merchandise out of someones home too! That "WILL BE A WAY TO PRE PAY, " FLCAT in advance for the NEXT HELPLESS CLIENT they send their FLCAT out for emergency services to! The kicker is, CNDR (Restoration Company THI hired to restore what was left in our house) out of Jacksonville WAS PRESENT THE "ENTIRE TIME, " that FLCAT walked away w/ our PERSONAL BELONGINGS!

Aug 21, 2012 11:03 am EDT

Hey Steve! We "HAD" this Insurance! WHAT A JOKE, NIGHTMARE, and THIEVES THEY ARE! Our home COMPLETELY FLOODED, in Jan. 2012. They had Florida Catastrophe from Orlando come into our house to lift furnishings around, and they WERE SUPPOSE TO "DO A COMPLETE INVENTORY LIST OF ALL ITEMS TAKEN OUT OF THIS HOME." The crew they sent in to do this job; STOLE OVER 36 BLACK HEAVY DUTY CONTRACTOR GARBAGE bags w/ ALL OF OUR "EXPENSIVE, VALUABLE, PERSONAL CONTENTS!" When I called Peter Lenhard, and Anthony Campbell from Fl.Cat. and REPORTED THAT EVENING OUR VALUABLES WERE STOLEN, NO INVENTORY LIST LEFT IN MY POSSESSION, "NOTHING, " I mean NOTHING went ANY FURTHER! I am livid w/ this company. I am going to do what I gotta do, to re coop our personal possessions in a honest manner w/ integrity, that THI ALLOWED FL.CAT. TO "STEAL, " FROM US, in our WORST, WEAKEST MOMENT(S).

Dec 28, 2011 6:42 pm EST

After two months they're threatening to drop us over hairline cracks in our stucco. They're refusing to talk to me insisting on going through our agent and they're also refusing to cite where in their policy it states they can terminate an active policy over cracks in stucco.