1 /5 Crystal Silins: I’m very disappointed with the recent service I received from Legacy Insurance Brokers. Suzanne helped me with my homeowners insurance, and while things started off going well, they quickly took a turn for the worst last year. She was quick to gain my business, but as soon as I faced an issue, she became increasingly difficult to reach. Whenever I needed assistance, she was either “too busy," sick, or completely unavailable. This was over a 6 month period. 6 months I gave to be patient and fix this...
This lack of support ultimately led to a nearly $10k forced policy after I was unknowingly dropped by my carrier this past summer. (No claims and I dont live on the water, so unsure why I was even dropped in the first place, and never got an answer to that either). My mortgage company required/forced a gap policy due to lack of coverage, from May to November, during an active hurricane season. Despite Suzannes reassurances that everything would be "fine" and that she was "handling the issue," nothing was resolved, and I was left totally uninsured during this time period. Even after (around September) she claimed I did have an active policy, and I thought I was ok. A short declarations page was emailed to me, after I requested my full policy, and never received it. This led to me finding out that I in fact, did NOT have an active policy at all. Im unsure how the declarations page was produced or what was in the works, but my mortgage company told me there was no active policy, which was then confirmed by the insurance carrier (Citizens).
I tried to reach out to the insurance carrier directly, only for them to tell me I had to work with my agent. I made numerous attempts to follow up with Suzanne, both by phone and email, but received little response. When I even showed up at her office in person, she continued to promise that everything was being taken care of, yet no one from her team ever reached out to me. I provided Suzanne with letters from my mortgage company stating the lack of coverage, but Suzanne insisted I was insured, even though she couldn’t produce my policy. She seemed flustered and confused on the situation, but claimed to still be willing to help resolve the issue.
After patiently waiting for a resolution that never came, I had to switch brokers. I now have a policy in place with the same insurance carrier I previously had through Legacy, but due to the period I was uninsured in 2024, and the forced policy by my mortgage company, my escrow is now significantly short, raising my mortgage payment just over $800 a month for quite a surprise going into 2025 to cover the past forced policy.
I don’t like leaving negative reviews, especially for someone I considered a friend in the community, but the financial impact of this experience has been overwhelming and VERY disappointing. I hope this review serves as constructive feedback so that others don’t have to go through this unnecessary stress and financial hardship due to her negligence. Im a single mother household doing it all on my own, so an extra $800/month when things are already tight is quite a significant blow. Legacy is quick to get your business, but are not quick or reliable through issues along the way. I do NOT recommend. Hope this helps save someone else time, money, and unnecessary stress.
