Stillwater Insurance Group
Reviews and Complaints

Recently had a fire inside the electrical box at our house. Damage was contained within the panel box, but with a 3 and 1 year old in the house, it needed to be fixed quickly. Stillwater Insurance understood that, and allowed repairs to begin even before they inspected the damage. By the time they got out to see the damage, the panel had already been replaced. Stillwater came through with a check in short order and everything is back to normal.

I have been with Stillwater insurance for 5 years when I had a small fire in my shop. They refused to pay for any part of the repair claiming it was a business. It was not! It was my hobby woodworking but since I had built furniture for people who paid me for the materials they determined it was a business. I had paid my premiums through my mortgage in good faith and this company decided to s*** me out of coverage. Very poor insurance company and I would not recommend them to anyone for any type of coverage!

I have had my homes insurance with Stillwater Insurance Group since many years and I didn't have any issue to claim until recently... My rental property had an issue with the water leak, I called Stillwater to reported the issue, they immediately sent a contractor to properly evaluate and estimate the damages. Then the evaluator and the staff who handled my case completed the whole claim in a few days later. Despite we are all in the pandemic time, they are truly professional and provide prompt services! They deserve my 5-star rating.

This is a very bad company, please avoid taking homeowners insurance from them or change your homeowners insurance to someone more credible if you already have it. I shd have know better than to just look for a good price point when I purchased the stillwater homeowners insurance thr ***. They take weeks to respond to claims and had the audacity to say that the reported water damage was done weeks if not months prior to reporting and hence they cant pay a penny. The water damage reported was recent and the overall experience with Stillwater was simply disappointing.

I received a notice from my mortgage company that my homeowners insurance had expired. I thought how did that happen I have an escrow account to cover my homeowners insurance. Long story short Stillwater insurance had not sent my mortgage company the bill. Come to find out Stillwater had not updated my file and was sending the bill to the wrong mortgage company. Even after numerous call and letters according to my mortgage company they never responded. They flood my inbox with advertisement, but something important come along they do nothing. I ended up with 13 days of no coverage on my home.

I had a very good experience with every aspect of our claim about month ago, which involved a giant tree limb which fell on our house. I was really worried because I needed it gone in a day because a big storm was coming and we were in trouble; I paid a tree company a lot to make that happen. No problem, Stillwater was clear in their communications; the adjuster was professional and nice; compensation was promptly paid minus the deductible of course. I'm sorry if other people had bad experiences but ours, in WA state, was nothing short of five stars. I hope whatever was the problem with anyone else's experience has been solved.

My water heater broke New Years Day and flooded my garage but also flooded into my house. Derek was the claims adjuster, he was professional and honest. Great to work with and appreciated! Danielle is the claims rep. Danielle is very professional, honest and caring. She is quick to respond and very helpful. In today's world it is hard to find such good customer service and caring people. Danielle has been a godsend and extremely helpful. When you go through a flood in your house, it's so wonderful to know and to feel that your insurance company has your back. Danielle has been a blessing and I'm beyond grateful for her. I would highly recommend Stillwater Insurance.

I got Stillwater because it was bundled in with my geico insurance. I had my insurance increase from 600 to 900 within a year. I filed one claim that took me to threaten to write a review before I was even called back. They wrote up the wrong house under my name which I get people make mistakes, but the overall experience was horrendous. Geico said my insurance was moving to 1100 dollars at renewal for the same coverage I've always had. Which means in two years it went from 500 to 1100 w/ one claim. They moved me to another home owners insurance prior to my renewal date bc I could get the same coverage 500 less elsewhere. For them to charge so much their customer service should at least be at an elementary level.

What a complete waste of money using Stillwater for so many years. I just had my first claim and told them up front that I did not believe the issue to be one of vandalism. They sent the adjuster and then they came back to me after to get my recorded testimonial regarding the incident and said that unfortunately this 15k in damage will not be covered. As if that wasn't bad enough they didn't tell me that this particular report would count as a claim that I filed. Meaning Future Insurance will go up as a result of it. Why would they have told me they were not going to cover me up afront? Instead they put me in even worse position. Stillwater the absolute worst company and I've had to deal with regarding Insurance shame on you... not to mention that they never called me back after several messages. I had to reach out at least seven times to get them to talk to me. Absolute joke

I submitted a claim for hail/wind damage at the beginning of March. I had to call multiple times to get an update, and nobody responded until 4/6. The person who called me back mentioned a flooring repair, so I corrected him and told him it was my roof. He sounded confused, and said he would email me the payment letter and estimate for review. I never received it. I received a check in the mail a week or so later, but I have no idea what it is for. What was covered? Is this even the right claim? Ive called the adjuster *** multiple times and left messages with no response. I have called the adjusters supervisor, ***, and left a message with no response. I need to move forward with my roofing replacement, but have no idea what Stillwater is covering, what if any recoverable depreciation there is, or if this check was even meant for me! I spoke to another agent today who said there isnt even a payment letter or estimate in my file! This is totally unacceptable! My original contractor has now backed out because this is taking so lung and my roof continues to deteriorate!

My customer service experience with my adjustor at this company was trash. They promise a 48 hour turn around on getting back to you, yet she was allowed to ignore calls and emails for weeks, taking time needed for filing my claim away from me. The process is difficult and arduous. Exceedingly difficult to reach after filing a claim. documents were submitted and ignored. I was temporarily displaced, then indefinitely displaced after a winter storm resulted in the demolition of my apartment. I had to move as my loss of use would have been used up within a few short months. I had to move. I was told I'd receive help with movers and the cleaning of my bed, but never heard from my claims adjuster for more than 10 days. I had to fend for myself, with no up-front help from Stillwater, or reimbursement. I was finally told, after struggling to use their app without a computer, submitting an excel spread sheet and supporting documents, that I would be reimbursed for none of my personal property and loss of use. You pay out of pocket for things a reputable company would pay for, then refuse to reimburse you for those items. Then, while displaced and out of pocket, they want you to use an app that only works with a computer - while you may not have access to one. Even after reporting it to management, my adjuster ignored my calls and emails for weeks at a time with no response. She states she has the discretion to approve or not approve my claim, no matter what the field adjustor turns in. Field adjuster did not turn in the pics of my furniture, which sat in water for 10 days before they made it out to my place. I tried escalating this matter, I even requested another adjustor, only to be returned to the same adjustor who had an attitude and continued to return calls when she felt like it. I believe she took my reporting her poor customer service out on my claim. Hard to get questions answered. Often repeating the same statements she feels justifies why they will not pay claim. Made false statements - I did not choose to move, I had no choice since she told me the money would run out, no matter how long it takes the apartment complex to fix my place. She ended the conversation stating she won't be paying anything for my personal property, ignored the supporting documents and didn't include many reported items.

On 01/08/2023 I had a 100ft (approx) tree fall on my home.

From the onset Laurie Lewis with Stillwater immediately began using the verbiage “…the tree that blew over…”, “…when the tree blew over…”.

I corrected her every single time she contacted me… no… the tree did not blow over…

“The roots were clearly rotten underneath the tree, and the tree fell over.”

Stillwater is claiming it’s “wind damage”, and as such are not honoring their policy.

To say that I am disappointed in how they have handled this claim would be an understatement.

20+ years of home ownership.

Never once filed a claim.

A tree falls on my house, and the insurance company fights me tooth and nail to receive the coverage that I have paid for.

To say that this has caused my wife, and I a massive amount of anguish and distress would be an understatement.

My hot water heater flooded my house,Stillwater insurance only wants to pay me 12000 and the cheapest estimate was for 17500. They have sent me a check for 11000, I have not cashed it. I just want them to pay what it cost to have fixed. Minus my deductable. This has been going on for a month now. Claim number

Around the week of March 19th the insurance was contacted because it was noted that something was wrong in my house. The floors were getting extremely hot and the tiles were lifting, along with a sinkhole in the front of my house. A few days after, drywall was soaked and wet, and an overflow of water was formed in the hallway, living room, and bathroom. After talking with a Stillwater insurance group employee, they had informed me that plumbing was not covered. Fine. I went ahead and hired a plumber who later then confirmed everything going on was due to a slab leak ,"foyer" and "manifold". Lots of pictures and videos were taken for proof and legal purposes.

I am a *** Insurance customer for Auto Insurance for last 4 years (Auto Policy# ***), 3 months back when I purchased my first home, *** recommended to do a home insurance with Stillwater Insurance, as the Insurance partner with *** for Home. I went an paid for Home Insurance with Stillwater (Policy Number ***). 2 months after the policy issue, Stillwater came back saying I would need to do certain changes in my home side yard (with cost estimate of $1500) and submit the proof before 10/04 or else they will cancel my home insurance policy. I reached out to other Insurance companies and got an insurance from another insurance company for Home and Auto. When I placed insurance cancellation request to Stillwater, they cancelled my insurance but refused to pay my money back neither in full nor in prorated basis saying amount due to me is $0. Stillwater should return to me my insurance charges as they threatened to cancel my insurance.

I opened a claim *** with Stillwater Insurance after 2 roofing companies said I have both wind and hail damage and need a new roof. Stillwater asked me to have my roofer meet them on-site so they could walk the roof together. My roofer documented in photos the wind and hail damage but Stillwater still refused the claim. Stillwater had *** inspect the roof who concluded the roof is not damaged by hail or wind and the shingles failed to properly bond. ***'s report didn't even have the correct weather impact dates. I then contacted GAF (shingle manufacturer) about ***'s report of the shingles failure to properly bond. GAF had me mail them two 3' shingle sections to their laboratory who concluded the shingles do not exhibit any manufacturing defect. Based on their analysis, as well as a review of the Verisk Climate Hail Report, the report indicates multiple impact events. I need Stillwater to honor their policy and have a new roof installed to protect my house.

I experienced a sewage backup where feces and other contaminated waste came up from my basement shower and seeped through my floors. The adjuster came out and advised that everything that came in contact with contaminated water be discarded. He took multiple pictures and advised for me to keep my basement door closed because of the contamination. A week later I receive a letter stating my case would be closed and my personal items would not be covered or replaced. I read reviews referencing this company that unanimously confirmed that denying claims is a normal practice for this company. They consistently deny claims and give unjustifiable reasoning as to why they do so. There needs to be an internal investigation on this company and possibly a class action lawsuit for all of the clients they have denied and left in bad positions to figure out situations that insurance should cover. I will be canceling my insurance with them. Contaminated waste is toxic and I am sorry I entrusted my personal and valuable items to be insured by a company like this. This company seems to be a fraudulent Ponzi scheme based company.

I have loss assessment coverage for up to $50,000 in my policy. There is a special assessment on my property. My claim was denied but my mother, who has the same policy and in the same condo with the same issue, was approved. I attempted several calls and escalation before finally getting a call back. When I did get a call back, they told me that they paid out my mom's claim by mistake. How can one person be approved and one denied for the same assessment within the same condo with the same policy? This is very disturbing and seems to be a big problem. I agree with other complaints to this company. This was a statement by another customer. "I read reviews referencing this company that unanimously confirmed that denying claims is a normal practice for this company. They consistently deny claims and give unjustifiable reasoning as to why they do so. There needs to be an internal investigation on this company and possibly a class action lawsuit for all of the clients they have denied and left in bad positions to figure out situations that insurance should cover." I agree that there needs to be investigation. How can you trust a company that pays out on a claim for one customer and not another for identical circumstances.

I am a landlord and had flooding in my apartment on 1/13. I forwarded the requested Home Owners Association by-laws to my claim representative on 1/18. Stillwater hired Servpro and the asbestos abatement company. On 1/30 I received notification from Servpro that my insurance company was delaying a required asbestos abatement because it was not yet determined whether the insurance company or the Association was responsible for the payment (the city permits for asbestos abatement require 2 weeks and had not been applied for yet). Once the cleanup and abatement was complete, I received notice from a hired contractor that they could not proceed because half of the flooring in the ~600 sq. ft. apartment as well as the asbestos underneath had been left by Servpro and the abatement company. On 3/19 I received notice that the insurance company agreed to bring Servpro and the abatement company back in to complete the job. The cleanup and abatement was not completed until April 3. My tenants had vacated the residence immediately after it happened and were not paying the $1295 monthly rent, and the apartment still required flooring installation and wall repair after the April 3 date so that the tenants could move back in. My coverage was only for $20,000 in repairs and $2000 in loss of rental income. The cost for repairs, cleanup and abatement exceeded my coverage by $4654.46. My insurance adjuster made it very clear that the $2000 would not be issued if the tenants did not move back in. The apartment repairs were completed on April 18 and the tenants were able to move back in (over 3 months after the flooding occurred).

Stillwater is not providing a fair assessment and reimbursement for the cost of repair for water damage. Prior to starting the work, I asked for several quotes from contractors to repair what I thought to be a leak under the tub. That work required: 1. demo of tub and tile 2. making the area water tight 3. retile of the tub area The contractor I employed gave the best quoted price ($16,000) for the limited scope of work. A couple of contractors interviewed would take the job unless I wanted the entire bathroom redone. The employed contractor was willing to change the tub to a walk-in shower at no additional cost. Given my initial thought that it was a leak at the tub connection, this seems like the safer option. When the tub and tile was removed, it was found that the leak was extensive and there was significant water damage, It extended under the subfloor half way across the bathroom, into the walls half way across the bathroom and behind the wall and floor of the shower pipes, It required removing the flooring tile, vanity, and dry wall to expose the extent of the damage. The sheer wall studs were so rotten, the integrity of that wall was in question. The additional work as a result of the discovery was retiling of the bathroom floor, removal and replacement of wall studs, replacement of dry wall, and paint - basically redoing the entire bathroom. The new cost would be $26,000. This doesn't include the finish materials and was less than the quote from the two contractors who wouldn't do the job without a complete remodel. Stillwater says the entire cost of repair from the water damage is less than $10,000. The difference is astounding, given the initial scope of work was more than that amount. Their behavior seems in line with how all of the media coverage has portrayed some insurance companies.

Hello, This is regarding the Claim# ***, I filed 09/02 with my insurance carrier(Stillwater Insurance), after the tropical storm Ida hit the state of NJ on 09/01. As a result of the storm, we had multiple water leaks thru the roof on to the 2nd floor and in some places all the way to the basement, one of the 2nd floor bathroom is damaged, walls and ceilings in multiple rooms. Over the time since the storm, black mold has developed due to the water damage and I raised health concerns of my family with the carrier. So what my insurance carries does? Pretty much nothing! First adjuster comes about 10 days after the filing of the claim, doesn't check the roof or the attic, about another 10 days later the same adjuster comes back with a roofer and after the inspection states that roof is in good condition(really?!). When I asked him how water ended up in the ceilings, he mumbled "...probably wind damage". I hired restoration company, who demoed their findings with the second adjuster twice already, but to this point Stillwater representatives aren't responding to the numerous emails me and my vendors sending to them.The representative comes back to me approximately 10 days after the each time adjuster visits me. In the meantime, we leave in the home with partially removed ceilings and walls, temperature at nights are in the low 30s F - far from ideal! This is not a service I anticipate to have in case of a claim, when paying my policy premium. I can go on and on for much longer, but what I want is to rectify all the damages caused by the storm quickly(already late for that) and in the right PROFESSIONAL manner - enough 'waiting' game, better get going! Next escalation would go directly to CEO, followed by all available social media to make sure people are aware what to expect. Best Regards, ***.

We were on our vacation in Jan. Our son went in and out and checked the new house every once in a while. It was a freezing weather in East Coast around the 01/17. The pipe burst and caused a water damage from the basement ceiling/wall and the area in the kitchen and bedroom. On 01/21, the firemen came in through the window to shut off the water and power. By the end of Jan, we went to the house then saw a note at the door. I called Stillwater and they gave me a claim# ***. 4 days later, a field adjuster came. She mentioned we have enough oil, the temperature is set to 60 and our son goes in and out, and it's highly recommend that the mitigation should be done by contractors referred by the insurance company. "Mitigation is needed" will in her report. None of the company contacted me. I called in, DA asked for the cause of loss. The plumber came to my house on 02/12 and I sent an invoice with detail. "Tech inspected for leaks and found a heat loop pipe that blew apart. It's possible the pro-press fitting defected and blew off or froze. This most likely caused a loss of heat and the house froze up while the homeowner was on vacation". On 02/22, I and the mitigation team called DA supervisor and told her that we started to put some dehumidifiers to dry out the house and we need to know if I am covered and we could move on. Her response is that it's my obligation to have the home fixed. Well, it's their due diligences. They sent an engineer to my house on 02/24 and said this is the last waiting item. The engineer checked the electrical systems and opened up the wall and found a burst pipe. No update until today, 03/06. I paid for the insurance with my dollars which have an upper hand, not fake currency and they have agreed to the contract which is an obligation for them to follow and fulfill. Their delay in addressing the claim is imposing additional cost on our emotional and monetary. We might have a public PA and/or attorney to start looking into this claim.