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Stillwater Insurance Group (Fidelity) Review

Stillwater Insurance Group, formerly known as Fidelity National Property & Casualty Insurance Group, offers home, auto, and business insurance. They are California based but operate in all 50 states. Stillwater offers several common discounts including multi-policy, good driver, good student, and paid in full discounts.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Jul 29, 2020

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Formerly known as Fidelity National Property & Casualty Insurance Group, Stillwater Insurance Group offers home insurance, auto insurance, and business insurance. The California-based company now operates in all 50 states under its new name.

About Stillwater Insurance

At the time of the company’s founding in 2000, Stillwater was created as a property & casualty branch of Fidelity National Financial, a Fortune 500 company. Under the Fidelity name, the company started out offering insurance in California but branched out into other states quickly.

In 2003 the company acquired Mutual of Omaha’s flood and personal lines operations, which made them the largest insurer in the country for flood coverage. It was massive water damage caused by a series of hurricanes in 2005 – including Katrina – that was the reason for Stillwater’s shift. Fidelity decided to sell off their property & casualty business, and a group of investors purchased it, rebranding under the Stillwater name.

Stillwater today continues to offer home and auto insurance to individuals, and also offers business insurance. Three companies make up Stillwater Insurance Group, and there are headquarters in Santa Barbara, CA, Jacksonville, FL, and in Omaha, NE. Policies are sold through local independent agents.

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Stillwater Products

Stillwater’s product availability differs from state to state, with home insurance being the most extensive in terms of availability.

Auto Insurance

Stillwater writes auto insurance in 16 states scattered across the country: California, Oregon, Washington, Idaho, Utah, Arizona, Nebraska, Texas, Minnesota, Illinois, Indiana, Tennessee, South Carolina, Virginia, Connecticut, and Rhode Island.

The auto plan appears relatively straightforward and basic, with coverage including the legally mandated base level as well as options like comprehensive coverage, collision coverage, rental car, and roadside assistance.

Stillwater offers several common discounts including multi-policy, good driver, good student, and paid in full discounts.

Home Insurance

Stillwater’s home insurance program includes homeowner’s coverage for single-family homes and condos as well as renter’s insurance for tenants. The company also writes a landlord insurance policy that is designed to protect against the risks of owning a rental home.

Each of the product brochures lists a basic outline of how the policy works and what is covered, but there is not a lot in the way of actual detail regarding the policy or coverage.

Those who live in the 16 states where auto is also offered cab bundle the two for a discounted rate on both. Home insurance policies are available in 48 states; currently, the only locations where coverage is not available are Michigan, Georgia, and the District of Columbia.

Business Insurance

Stillwater offers a Business Owner’s package policy in 23 states. The polices include liability and business property coverage as well as coverage specific to the industry in which the company operates.

Coverage is available for small to medium-sized companies in a variety of industries. Again, detail on the policies is not offered.

Umbrella Insurance

Stillwater offers personal umbrella policies in amounts of either one or two million, which extend coverage above and beyond the limits of the underlying auto and/or home insurance.

The underlying policies do not have to be with Stillwater in order for an umbrella policy to be taken out.

Rates

Stillwater operates through independent agents, and do not offer an online auto quoting option. Quotes can be obtained by calling or by contacting a local agent directly. The website will also direct visitors to find the nearest local agent.

Companies that operate through agents generally tend to have higher rates than the larger, direct-buy companies, but rates vary so much from driver to driver that it’s always possible a smaller insurer will have a competitive rate.

Claims

Claims are filed using a toll-free dedicated claims line that is available 24/7. Online claim filing is not an option, but an email address is provided to contact the company electronically. Claims can also be filed by contacting your agent directly.

The information on the claims process is limited, but the website promises fast response and completion of claims.

We were unable to any information regarding the availability of a direct repair network for this company.

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Ratings and Consumer Reviews

At the time of this review, the Better Business Bureau (BBB) file for the Jacksonville location has an A+ rating. There are 36 complaints listed, 12 of which have been closed in the last 12 months.

We were unable to locate other customer reviews in any of the usual locations for this company. As a general rule, no reviews is good news because people tend to head to the internet more frequently to complain than to offer a positive review.

The Bottom Line

Overall there does not seem to be any red flags for this company, though the information offered is limited, making it difficult to form a solid opinion. Stillwater appears to offer solid but basic personal and business insurance products, and we found nothing of any concern in terms of their reputation.
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Review Information

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Stillwater Insurance Group
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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

77 Comments

  1. If I could I would give Stillwater insurance a 0 I would! Kimberly Powers was unprofessional and misspelled my email address. So I was unable to get any communication of my claim. She was a claim adjuster provided by “Still water insurance.” Returned a phone call once!

    I had a leak problem in my home with total water damage on my bottom floor bathroom. I called on a Saturday when I noticed the leak and said it was an emergency with Stillwater insurance. I didn’t receive a call back until Wednesday, although when I called in on Tuesday they mentioned that I already had a claim adjuster.

    Finally I got a call back and was advised to pay out of pocket by Kimberly Powers for everything such as a plumber to come to my home and take the leak or mold that I explained my husband and I could see. I explained I was worried and needed the insurance to act quickly. From the moment I spoke with her she set the tone that Stillwater insurance was not going to take car me. I had thought I would be covered under my home insurance agreement with Stillwater insurance and was not prepared for the worst.

    The only action Kim took was arranging a leak detection company called “American Leak detection” to come and check out the issue. A young man name Josh Earl came over to my house and determined it was a “toilet issue” he immediately called Kim to advise her what he found and told me that he would have a report to Kim as soon as possible.

    Kim took 2 and half weeks later to send me any information on my claim. Again, she had my email address wrong where I had double checked on my account profile that this was correct. When I even sent her an email with my correct email address! We called her several times with voicemail messages and she called me once. The unprofessionalism of this company is absurd. Took so long to communicate with me and still has the audacity to mail me a letter after 3 weeks of trying to solve for my house flood problems. I decided not to continue to do business with them as I could see they would take another month or so just to get me to renew my home insurance agreement with them.

    Do not get Stillwater insurance they will not take care of your home.

    Reply
  2. I would not recommend Stillwater insurance to friends or family. After our experience, we moved to a new company ASAP.

    They either lie to you or just have no idea what’s going on so they give you wrong info. We asked them to apply additional coverage multiple times that they said would be applied and then it never was.

    When we would find out that it wasn’t actually applied and ask for them to pull the voice records they would say they would get back to us and then they said they thought they had them but they guess they were deleted so there’s no proof of our MULTIPLE conversations.

    They just give you the runaround and do everything they can to limit their liability. Not what you want from your insurance company.

    Reply
  3. I have been with this Company for 17 years and have not asked for a thing! In 2013 I file a claim to get my roof fixed. The adjuster came out and told me they would not repair my whole roof at this time because the front end did not need it. So he told me they would cut me a check and for me to replace shingles. 3 times in those 4 years I replace my shingles and had my receipts. In 2017 I filed a claim. this time I called because I was angry that I had to continue replacing shingles and had my insurance company for so long. They should give me a new roof by now. So an adjuster came out and approved a new roof. I was so happy and felt all those years I paid perfect and now I am able to get a new roof.
    Well, the annalist emailed me as said they will not approve me for a new roof because in 2013 they sent me a check for $888 and I was supposed to get my roof done then and I never did. I told him I was never called or never got a letter from my agent. Not one person called me to introduce their self as my agent. I complained to an adjuster [Redacted]. I told him that they were not handling my claim with pride and that if they were not there for me and help me through the process that I would change companies. He told me to go on ahead. That even if I changed companies I could no longer get help on my roof from any other insurance because the claim that I made in 2013 will be on there as “did not complete claim” therefore no one else would help me with my roof. I am a single person that only makes $1500 a month and can not afford to get a roof on my own. This is not fair to all the people that pay their bills on time for many years and wish they had a good insurance to stand by them when they need help for a company that takes my money monthly and does not help when I really need it.

    Reply
    • Dear Christine,

      After carefully reading your above explanation, I have a good idea of the basic facts. It seems that your roof has had issues since 2013; it also seems that you’ve been ‘replacing shingles’ each year which further leads me to believe that the roof is not completely in great condition.

      Insurance carriers all insure homes for the ‘unknown’ (sudden & accidental losses for covered perils on the policy contract). Homeowners are responsible for the upkeep of a well-maintained home after which insurance carriers will agree to take the risk of the unknown covered loss. Losses are reported by all carriers to a central claims database in order to keep loss reporting transparent and protect the industry as a whole.

      There are roofing companies that offer a Roof Warranty agreement where you would pay an annual premium for the maintenance and upkeep of your roof. The reliance on your insurance carrier for the maintenance of your home is not in any way what the standard insurance contract was written for. The intention of this E-Mail is to let you know that we have read your issue and have assessed it whereby we felt an answer would be worthy for you and others to understand that any covered perils such as wind, hail, fire, vandalism etc… (please refer to your policy contract for specific items) will be adjusted and taken care of; when a home has an issue where it has come to our attention that the roof, exterior paint, plumbing and any other parts of the house need maintenance, this is the responsibility of the homeowner. There are cases where homeowners may lack the finances to make repairs in a timely manner, therefore, increasing the probability of the next claim, this is not fair to the risk pool (other premium payers).

      Although this may not be the answer or explanation you are looking for, for the relatively small premium charged by carriers to cover your risk, it is not possible to further take the responsibility of maintenance. Your insurance representative who wrote your policy will gladly go over your contract and assist you. I can assure you that my response is generic and the view of the insurance industry as a whole.

      Reply
    • I have just switched from Stillwater to another company but not because of a bad experience. I switched because of cost. But I would like to comment on your comment.

      Homeowner’s insurance from any company does not cover the replacement of a roof because of age. Insurance will replace the roof (or a portion of a roof) if a tree fell on it, or a fire damaged it, or a wind storm tore off some shingles. It’s the same for plumbing or electrical. Don’t expect to get new plumbing when your pipes get clogged with age. So many of the complaints I read on this board are based on a misunderstanding of this basic fact. When you buy insurance you are betting that some accident (or other covered event) will happen. You will be covered. Don’t expect to avoid normal homeowners maintenance like replacing an old roof.

      Reply
      • They’re crooks period. STAGNANT WATER.

        Reply
      • Thank you Rick for your explanation; in fact, this is true of all home insurance carriers. ‘Aged and worn utilities’ is not one of the covered perils under the homeowners insurance form published by ISO (Insurance Services Office). You are very correct to say that there are many complaints due to this topic; we have even had clients upset that we have not replaced a 15-year-old water heater after we covered plenty of damage that ensued as a result of the client not safeguarding the home against loss. Unfortunately, these clients are now insured elsewhere under the same policy contract and will experience the same again if they choose to keep a water heater well beyond its serviceable life.

        There are in fact Home Warranty companies who offer warranty contracts for failing appliances and home utility issues; many clients purchase these contracts in order to reduce the risk of large utility expenses following a failure.

        We are saddened to see that you have changed carriers but understand that this was due to present cost. Please note that all carriers go through an underwriting cycle to safeguard the company from adverse selection and underwriting loss; this is why carriers are constantly auditing records and updating rate filings with the Department of Insurance in each state. If any one carrier were the ‘cheapest’ in a geographic location, an unfair percentage of risk would be upon that single carrier; our blessing is a shared risk pool where many players will partake in covering losses.

        We hope to see you back again in the future.

        Reply
    • Dear Christine,

      It seems some salient information is missing from your complaint. Please explain what the proximate cause was for your roof damage.

      Was there an accident or perhaps some adverse weather event? Or was your roof repair required due to natural wear and tear related to age? This would significantly impact the manner in which your claim and complaint were viewed and handled.

      Your standard home insurance will only cover damages resulting from a covered loss. Those losses, as well as specific circumstances not covered, are explained in your policy.

      If you need help understanding your coverages, you should speak with your independent agent.

      Best of luck.

      Reply
  4. Here is my question. We have unusual damage in the bathroom due to corrosion and water damage, not a broken pipe. The cost of repair is a few thousand. Does my homeowners insurance with you guys cover this claim minus the deductible since it is not a pipe breaking?

    Reply
    • Although coverage forms vary from State to State; your question most likely is regarding a primary homeowners insurance policy, ISO HO-3 Special Form Homeowners. Please review the covered perils, you will most likely find that Water Damage is a covered peril; however, most curious about your question is the use of the term ‘corrosion’.

      When we speak of corrosion, we usually refer to damage over a span of time; insurance policies all cover ‘Sudden & Accidental’ losses; these are most commonly Fire, Smoke, Water Damage etc… which have suddenly occurred thus causing damage.

      Items which clearly are not ‘Sudden & Accidental’ would be perhaps damage caused by Dry Rot, Termites, Slow Leaks over time etc…, these items are generally not covered losses.

      Stillwater Insurance, formerly known as Fidelity National Insurance uses the ISO (Insurance Services Office) forms; thus the coverage is standard. For a more specific answer, you will need to contact our Claims Department with specifics and they’ll be glad to review coverage, please call: (800) 220-1351

      Thank you for the opportunity.

      Reply
      • I see from your phone that you work for Stillwater. Please help with my claim on my condo. I will not enter my claim number this time. My claim is for water damage caused by the upstairs neighbor with the toilet or gasket leakage. The water came down to my first-floor unit, went through the ceiling fan/light and damaged my walls. I spoke with an adjuster on the phone named [Redacted] who gave me no hope. I have a $1000 deductible but I am not at fault. Please advise. Is he too lazy to go after the other insurance company on my behalf? (I’ve been a customer for over 10 yrs. but may need to make a change!

        Reply
        • Hello Judy,

          Thank you for your post! If you have any issues with an adjuster not being responsive or not offering you a fair resolution, you need to contact our Claims Center at: (800) 220-1351 and ask to speak to a supervisor. It is in our interest to resolve all claims fairly and closely following our responsibility as carrier on your insurance contract.

          Now regarding Condos, it is common to have issues between units and sometimes between the Building Association and Units. If you feel that the damage was caused by another Unit, you may wish to speak with your neighbor or the association in an effort to get them to contact their insurance company. If the issue was caused by the negligence of the other Unit Owner, you may possibly be paid by the other party’s liability insurance.

          We look forward to a fair and proper resolution to your claim. In addition, if you prefer to work by E-Mail and keep track of the process; you may wish to E-Mail us at: claims@stillwater.com Please do list your claims number and we promise to respond to you every time.

          Reply
        • Dump stagnant water. They just LIED and offered no solution in any way so I left then had my mom, niece, and brother also change their home insurance to other companies, Liberty and Travelers. I live in a large townhome community and am getting as many as possible to drop Stillwater.

          Reply
    • If you’re looking for a company to lie and weasel their way out of paying claims, then that’s Stillwater!

      Reply
  5. We’ve had a water claim since February 1, 2017 that still is going on. Our house is half put back together and fighting for every single thing to be replaced. I would recommend everyone to file a complaint with the home insurance board. That was the only thing that finally helped us in move thing along a “little” faster. We’ve had all the same awful experiences with this company that everyone has been postin.

    Reply
    • Good Luck,Yes I’ve filed complaint with insurance board,BBB,and found a public adjuster!

      Adjuster informed me this is classic Stillwater and to fight them!

      Thanks for info,best wishes

      Reply
  6. 10/1/17
    Even zero is too much for this company (Stillwater)….all I can say is if you are in a policy especially homeowners w/ car or any other insurance ……get out asap!! Something is very wrong with this Company, I get rain damage in my house they make me to be away from my house over six months the did destroy my family situation…..damage to my house including Roof walls floor Was over 80,000 $
    Stillwater company send me a check for 1000 that was the biggest joke they have no shame.
    Please if you thinking to get Stillwater insurance company as you’re back up you are wrong do not trust this company.
    The just take your money and they are not there for you there are the biggest liar and money hungry people.
    If you are already insured with Stillwater please think about it and change it immediately before they put you on the corner.

    Reply
    • Stillwater is worst company you can choose, I have a pipe that apparently leaked in wall only when using hotwater, Stillwater says its been going on for over 30 days as to avoid payment,though detection company says it hard to tell especially in enclosed areas in certain conditions, so now I will look for a lawyer,

      Go to another company,

      Reply
    • I have a VA loan and Stillwater drops me without letting me know. But I have been paying my mortgage which is part of home insurance! So I don’t understand why they dropped me and on top, didn’t let me know. When I called them, I spoke to [Redacted], she refused to give me any information and told me she was not allowed to give me her ID work badge. I don’t know what to do. How can we stop these scumbags from doing this to other Veterans? I can’t imagine if my home would have been burned down or flooded or etc. Later to find out Stillwater is Fraud and why my bank never knew this?

      Reply
  7. Has anyone purchased their auto cov. through Stillwater ? and if so any feed back you can share ?

    Reply
    • Go elsewhere, I’ve had good service with Geico at decent prices.

      Reply
      • My truck was damaged during Irma and I filed a claim and the company responded pretty fast. Yes, there was some back and forth communications but overall I really did not have any problems. They worked with the body shop of my choice and the final payment was settled. I just see all the bad reviews posted here and most of them are on homeowners coverage’s but have not seen any on automobiles. I felt I needed to express my experience as an insured I have only had a positive outcome.

        Reply
        • Thank you for your Comment Marianna; while many posted comments seem very negative, we seldom see clients post anything when they have a good experience which is the great majority of the time; reading your review was a breath of fresh air. We don’t look to score points but merely to treat everyone fairly but most importantly aligned with the Policy Contract which the client has chosen.

          To add another very important point, employees in our marketing division complain at times that consumers seldom ask any questions and are simply rushed and disinterested when approached about policy details. In this case, we can only hope that the same disinterested consumers will read their contracts, coverage limits and deductible rather than a single focus on premium followed by negative reviews after a claim.

          We thank you kindly for being the best part of Stillwater Insurance Group!

          Reply
          • Yes, I can understand all of the above. Most people do not read their policy when it arrives they just file it until they need to submit a claim that’s when they find out they don’t have what they thought they had. But now it’s too late. Sad but true. People need to sit down with a good agent and go over their policy every year because everything changes and ask lots of questions and get self-educated. I knew what was on my policy and followed the rules. I worked with my adjuster and in return, he worked with me. I know this has been a trying time for many folks and I feel their frustration and hope their situations will also turn out to be a positive outcome as mine has been.

    • I didn’t have an auto policy, but I had a $5 million umbrella policy with Stillwater. Thought I was covered up to that amount. Wrong! There was a tragic accident, which is why I had the policy, and they offered $2.7 million. It was not accepted and punitive damages were threatened. Stillwater made it clear that they do not pay punitive, only compensatory. When we went to mediation, all they did was poke the other attorney in the eye by coming up $25k. They have no intention to negotiate in your best interest. Ended up costing me a BIG chunk of change to settle. Stay away from them. Not worth the aggravation, because they don’t care.

      Reply
  8. These guys(Stillwater) are shady nefarious dirtbags. They will over-Insur clients for decades and once
    an unfortunate storm arises and therefore a claim arises, they’ll talk you around in circles and then
    deny coverage. They sent expert after expert until they could find a half awake one to form a opinion in their favor but still lacks the engineering report in backup to support the denial. Watch out. Buyer beware.

    Reply
  9. Well, I just returned from the bank after depositing a nice fat check provided by Stillwater Insurance Company for our Settlement! I thought this would be a good time to write about our experience with this nightmare company.

    I don’t want to go into that many details, but we had a house fire and we were also given the runaround. Our adjuster was absolutely horrible!

    We decided go after this company with a BAD FAITH lawsuit! We did this to help us and you! Please don’t let us, yourself or others down. Go after them! They are WRONG and they know it! They are counting on us NOT going after them. Take them to the courthouse steps! They will settle, they don’t want their name in the public eye with a lawsuit.

    There are laws to protect us! Use them! Find a good Insurance bad faith Lawyer and go after them! These lawyers will work on a Contingency basis. Make sure you find one that does. Also, find a good Public Adjuster to help you with the negotiations with the insurance company. We used one and we now have a beautiful new house instead of repaired burnt one.

    Also, DO NOT pay anything additional out of your pocket. (Rental House, Furniture… etc)

    They stopped paying the rent for our rental house and furniture 4 months before we were able to move back into our home. We thought we had no choice but to stay and pay. Your policy should have plenty to cover this Additional Living Expenses. They just don’t want to pay it. Don’t pay it!!!

    Also, this will cost Stillwater a lot of money in Defense Legal fees. I’m sure they don’t like that very much!

    Please reply with any questions and if I can help, I certainly will.

    Good Luck! You can do it!!

    Reply
    • Was the adjuster name [Redacted]? He was the absolute worst and he left us hanging for weeks when we wanted to know what was going on with our claim. We complained to his supervisor who had never even call us as well. He then called two weeks later and tried to turn things around on us stating we did not follow his one instruction, which we had more questions about. I told him no excuses and asked again why has he never returned and of our emailed questions. He specifically stated that we were not his only claim he has to deal with and he will get with us when he is available.

      Reply
      • Hi Tommy, No, our adjuster was [Redacted]. He played the same games with us. I would just contact a Lawyer to get the ball rolling! I bet you get some answers then! Again, they want us to go away….DON’T !!

        Reply
    • We are in a similar situation and have public adjuster and still in run around

      Reply
      • Hi Steve, Keep on them! Also, ask for all communications to be in an email or letter form. This way you will have proof of all communications if and when you hire a Lawyer. Keep good records of all activities with this company. This will help your lawyer with your case! Don’t let them get away with not covering you! And, don’t pay any additional money out of your pocket then you need to!!

        Reply
  10. I have insurance with Stillwater Insurance Company, in May 0f 2016 we had Hail Storm come through our subdivision that damaged the roofs. So, Call Stillwater, they came and estimated the cost of the roof REPLACEMENT as follow 1. The full cost of the repair or replacement is $17,306.67 2. Less recoverable depreciation -$1,932.13 3. Less none recoverable depreciation $- none 4. Actual Cash Value of the loss is $15374.54 5. DEDUCTIBLE -$14,740.00 6. AMOUNT OF CLAIM PAYMENT $634.54 7. Supplemental Claim to be filed in accordance with the terms and condition of the Replacement cost above, will not exceed $1932.13. ***FOR THE ROOF THAT WILL COST $17,306.67 I AM ONLY GET CHECK FOR $634.54!!!??? When I called the company, insurance agent, the adjuster, the claim Representative, EVERYONE BLAMED THE OTHER PERSON. Which Insane person in the world would buy insurance like this!!!??? I was deceived by this Insurance Company I DEMAND THE ROOF ON MY HOUSE TO BE REPLACED COMPLETELY FULLY PAID BUY STILLWATER INSURANCE COMPANY, NOTHING LESS.
    Absolutely Insanes

    Reply
    • Dear S. Ghodar,
      I carefully read your statement above regarding the adjustment of your roof damage claim; I often read these reports in the interest of Consumers in all 50 States.
      Regarding the hail storm, you stated that your deductible was $14,700, it is thus clearly understood that this amount would be deducted from the payout of your hail storm claim to replace your roof.
      Insurance carriers customarily pay out the actual cash value of the claim minus the deductible initially; it is then customary to pay the replacement cost difference once the customer has completed repairs.
      If your roof replacement cost $17,300 and the deductible was $14,700, without looking into any details, I’d expect you to be reimbursed a total of $2,600 at the end of the project. Adding the small check you were initially given plus the depreciation amount which would be paid after completion of the roof, your figures add up to my simple calculation.
      Please explain the deception. Were you misled to believe that you weren’t going to have the Wind/Hail deductible amount deducted from the payout? I apologize for my misunderstanding but don’t understand your upset other than the fact that the unfortunate mishap ended up costing you money out of pocket.

      Reply
  11. There are some horrendous reviews here and a lot of consistency in them. Around 30 customers with really bad problems. My question to you, Eric, is whether this is typical for any insurance company. Is 30 dissatisfied customers out of the hundreds/thousands of customers this company has (most with no claims) an acceptable sample to make a go/nogo decision or are these the exceptions to a company that seems to have a good record otherwise?

    Reply
    • Hi Rick,

      Great question. There are a few things to consider, based on my experience:

      1. Most insurance customers never have a major claim.
      2. The majority of customer reviews are negative, since people are much more likely to say something when they are upset.

      It certainly does not invalidate the legitimate gripes that customers have. It simply means the vast majority of the comments you read will be negative.

      If you browse around this site reading the comments, you will rarely find positive feedback from a customer. It is rare for a person to go out of their way to leave positive feedback unless a company goes above and beyond their expectations.

      Best,
      Eric Stauffer

      Reply
      • I presently have a claim with Stillwater that should easily be covered by the other at-fault party’s insurance. Stillwater has offered me no help and the adjuster did not even give me his card and the other adjustor, not even his last name. I have paid them for over 10 years. What is the most reliable condo homeowners policy? I’m mad.

        Reply
  12. I concur with all these reviews this is the worst experience of my life. I have been a homeowner for over thirty years and never filed a claim until my roof was damaged from a hail storm. I contacted a roofing contractor who stated after the inspection that I had severe hail damage. I contacted Stillwater who sent their own inspector and he determined I had hail damage was going to recommend a total replacement. Keep in mind almost every house on my street had to have their roof replaced. Stillwater decided not to believe their own inspector and refer another engineering company to conduct a third party inspection. Once again an insurance company trying to get out of taking care of their customers. and of course the adjuster will not return my phone calls. I will be dumping their sorry [Redacted] very soon..

    Reply
  13. This company is pathetic. I’ve never had to file a claim in all the years I faithfully paid my premiums. Recently had an issue with the 84 year old pipes in my home ‘giving up the ghost’ and becoming porous and leaking. In my 5′ x 11′ bathroom, the waste pipe from the shower failed on 7/29/16. Last week, the waste pipe from the toilet failed. After not getting a return call from Stillwater for days, I finally got through to someone helpful only after getting a little pushy/insistent. End result is that Stillwater is treating each occurrence as a separate incident/claim, so both are subject to my deductible. Nice. My total damages will be in the $1,400 – $1,600 range, so I was only hoping/expecting to net $400 – $600. But no. I’m out of luck. So in return, Stillwater will be out a customer. I’m shopping. The lack of communication was unforgivable and the lack of concern put me over the top. DO NOT DO BUSINESS WITH THEM!

    Reply
    • You do realize you just said 84 year old pipes, right? As an agent, and no I do not work for still water ( I was looking them up because a prospect got a quote through them), you are lucky that they are even covering you! Not having your pipes, electrical, and roof replaced is negligence. Maintenance is NOT covered by insurance claims and niether is negligence. It is also normal for each incident to be treated as a seperate claim. No it is not okay for them to not call you back, and bad customer service is a no no! I am sorry you’re going through this, but unfortunately in my opinion I don’t see it as the company’s fault (with exception to not returning phone calls)

      Reply
      • I think the people who responded to people complaint here, are the people works for stillwater itself. Think about this, this “Desiress, ETC people” she/he sound very defensive, anyone here doesn’t have business and didn’t had experience the actual incident(s) that these people claiming at your company, just better shut your mouth. Hope this hail/earthquake etc happens to you so you would feel the pain that these people concerns about insurance claim. Sooner later, you will one of them witting a write-ups about your bogus company. YES, DO NOT DO BUSINESS WITH STILL WATER, THEY WILL INTIMIDATE YOU AND MAKE YOU FEEL YOU ARE RIPPING THEM OFF, BUT IN REALITY , THEY ARE INSURANCE FRAUD AND THEY RIPPING OFF PEOPLES MONEY. I AM NOT WORKING FROM NATIONWIDE, I AM A CURRENT MEMBER AND I HAD QUITE A FEW CLAIMS WITH THEM IN THE PAST YEARS, I NEVER HAD SINGLE PROBLEM ABOUT MY CLAIM…

        Reply
        • I can assure you I do not work for them at all I actually work for a much bigger company and one of my clients brought a quote from Stillwater to me so I was actually looking up reviews so I can tell them hey this company is crap that’s why they’re cheaper. And yes I have had claims happen to me as a matter fact, I used to work for a restoration company who was the one who went out to do the repairs on these water losses and fires so I understand how devastating it can be. I am just saying I understand your frustration and it does suck to have something that you have spent so much money and worked your life on to be damaged like that, but 84-year-old pipes bursting is a maintenance issue you’re actually supposed to have them serviced or replaced every 20 years so. The fact that they were 84 years old tells me that this person was not taking care of their biggest investment. You’re also supposed to have your roof replaced every 20 to 30 years and your electrical as well. Those are maintenance issues negligence on the clients part unfortunately if you do not work in insurance you do not understand that. Before I worked in insurance I had no clue about any of this either it is good to educate yourself so that way when you have a catastrophic loss you’re not standing there having to shell out all kinds of money for damage plus replacement. And I do feel bad for you guys I really truly do I’ve been there myself and it is one of the most stressful times in your life.

          Reply
          • Desiree..Can’t agree more with you buddy! and @Brick..I don’t work for stillwater. I didn’t even know about them until couple of days back. I’m an agent trying to find some new carriers and just came across this company, We’ve got more than 30 standard carriers for home insurance here in Dallas, TX and there aint none that will allow 84 year old house to be covered forget about the updates!! I doubt even surplus lines carriers would accept a risk more than 84 years old with no updates. Lastly, I’ve noticed one thing in my current short insurance agent carrier of 4 years that no matter how great an insurance carrier is you won’t find many people coming up with positive reviews. I’ve gone through Geico, State Farm, Farmers etc fb pages and all I’ve found is people complaining. Some even called them scams!

          • They are correct by saying there are two different claims. They are two months apart and different pipes. The cause of loss is also suspect. Insurance is for the sudden and unexpected. Everyone expects 84 year old pipes to fail. I don not work for Stillwater, however, I am an agent.

          • I don’t care if the McGraths pipes are 84 or 184 years old! We pay insurance to protect or homes not to make the Insurance Companies richer! Wake UP People!

          • Desiree has made some outrageous statements about replacements. By her standards, you should have a heart transplant every 20 years, replace the engine in your car every 10,000 miles, and replace your stove every 5 years. She has little knowledge of life expectancy of home building materials. Most “replacements” she mentions are actually things that people get repaired. Water flow in pipes diminishes or leaks occur. Rodents can damage electrical wiring. Wires don’t wear out. A roof inspection may well find a 50 year old roof in excellent condition.

          • Actually Art, I used to manage a restoration company before becoming an insurance agent so I have alot more knowledge than you think. Your comparisons are completely outlandish lol…. You don’t need FULL replacements of these things, but you need maintanence. And whether or not these things are in good condition, this is the standard for ALL insurance companies…. we will not insure you or cover your claims if your house has not been maintained every 20 years. These are not my rules these are the insurance standard. So maybe you need a bit more knowledge my friend.

  14. It is now 4 Feb 2016 and have not heard from Stillwater rep in three weeks, called Geico rep on 3 Feb 2016 and was assured that I would speak with a supervisor from Stillwater ….still no call back.

    Reply
  15. This is a SHADY company. They sent an inspector to my house without call ahead or notifying me. He requested to entire the house with only providing hand written identification. We did not allow him in because we had no idea who he was. Then I got a letter from Stillwater stating that the inspector found an unsafe dog breed in my home. He did not entire my home or even see my dogs. I called Gieco the company that manages my Stillwater account and they stated that the inspection report did not say a thing about a dog.

    Basically they sent a pushy inspector over without notice and lied about what he said.

    Do not trust this company, do not do business with this company. There are far better options than Stillwater.

    Reply
    • You should file a complaint with the DOI!

      Reply
  16. I have renters insurance through still water and I just had to make a claim for water in my basement. When I call them they were really nice the same day I called I got a message that an adjuster can be out in the morning so I called them back with no luck and no call back. I called them the next day no answer from the adjuster that had left his number the day before so I left a message then he called me back. The adjuster set a time but called 10 minutes before and canceled he rescheduled and never showed up. It has been a week since the flood and still nothing. I need a new insurance company I think!!!! DONT USE STILLWATER!!!!!

    Reply
  17. Stillwater home insurance is so bad!!! Be careful when you choose to purchase Stillwater home insurance!!!
    They denied my claim. We called the company for claim first day when found leaking. The Stillwater company sent adjuster to my home on the 4th day. I ordered leak inspector and water damage company to come in one week. But no response from Stillwater anymore. I called the company but nobody answered the phone call, then somebody answered the phone eventually but the phone had been transferred to from one to another person then the line was dropped. I felt very frustrated especially when you are waiting for somebody to come to fix everything at home. Finally we could be able to talk to the person after few times of callings. They said they were reviewing reports so we have to wait.
    We got denied for the claim from Stillwater after 2 weeks after claim. The adjuster’s price is only 6000$ for mold damage and we even don’t know the estimate price from adjuster. The Stillwater company did not show to us. This the bad service we have ever. We won’t use Stillwater for home insurance anymore. I won’t recommend anybody use it!
    As consumers, we should protect ourselves by reporting to department of insurance and better business bureau or any other government monitoring organization!!

    Reply
  18. I have a large claim with Stillwater. They were informed within 24 hours of the damage. They called me within 1 day and sent an incompetent adjuster who valued the damage at $6000.00 – they offered me $3000…. they denied my loss of use because I was staying in an apartment building I owned (insured with another company – AMICA – who is FAR superior and cheaper than Stillwater)

    I hired a private Public Adjuster who did great work – the damage was estimated at $150,000 with $30,000 for personal property and another $16,000 loss of use.

    Five months have passed and still no review of the claim. They sent 3 other inspectors out to the house, and all concured with my Public Adjuster on the damages. I hired a lawyer and filed a complaint with the state insurance board. They have been ordered to make a settlement offer – we’ll see. I will update once I see what and if they are going to pay.

    Reply
    • Hi just wanted to see if you got any results from Stillwater cause I’m having the same issue with them I’m been waiting for two month and have a big opening in my backyard

      Reply
  19. I am a broker that represents Stillwater. They have always treated my clients extremely respectfully and fairly. They have some of the best customer service reps in the industry compared to the other companies I represent.

    Reply
    • This is a very sorry company …will not return calls and will low ball you.

      Reply
  20. Stillwater is the worst homeowner’s insurance company I have ever had to deal with. We had a simple basement water damage claim. It took them a whole month to send out an adjuster, the claims rep never returned ANY of our messages, they sat on our claim, never processed it. TWO MONTHS after the water damage and us spending all of our own money to repair the damage and replace our damaged property items in the basement, they sent us another note requesting an additional 30 days to review the adjuster’s report. We never received any other information after 2 months past. All our inquiries remained unanswered. When we finally filed a complaint with Geico, we get a strange call on a Sunday afternoon from the same insurance adjuster alleging that they paid our claim? THAT NEVER HAPPENED plus they needed to receive the list of our property damage first after accepting our claim to process the overall value of our loss. A totally unprofessional company. STAY AWAY AND FILE COMPLAINTS WITH THE VA CORP COMMISSION, BBB and Geico to stop this company from scamming people. Unbelievable how they are still in business?!!!!

    Reply
    • Tina and Mr. veraldi, I am experiencing the same problem you’re having/had. Any info you may be able to pass along is greatly appreciated, on how you personally handled your situation. Thank you BobT. .

      Reply
  21. I just started with still water and had a break in and stolen all of my Jewelry. After reading all of these comments that not 1 is positive scares me a lot. I just began the claim process today. Again mine is due to theft and not fire or water damage like most. I hope my experience is better than most people on this site that have complaints. But if my experience is good I will definitely be posting it on this website. Again I hope my experience is better.

    Reply
  22. Hi,

    So read the reviews on this company and started to worry. I filed a claim with this company 3 months ago at this point and they have yet to call back regarding the claim, all attempts to contact the agent that assisted me result in nothing, never answers my call and never returns them either, contacted the agents supervisor and get the same results. At a loss with what to do, any suggestions would be highly appreciated! Thanks!

    Reply
    • Hi D,

      I would start calling every number I could find and try to work your way up the ladder.

      Here are a few that I found:

      (855) 712-4092 – Customer Service (Personal)
      (855) 712-4114 – Customer Service (Business)
      (800) 220-1351 – Claims

      Don’t take no for an answer. Ask for supervisors. If that doesn’t work, contact your state’s insurance commissioners office.

      Best,
      Eric Stauffer

      Reply
      • Thanks greatly Eric!!!

        Reply
  23. I filed a complaint with the insurance commissioner. They were not helpful. Basic determination was its a difference of opinion…work it out. Which basically means they will do nothing

    Reply
  24. Don’t trust anything Stillwater tells you, only a certified roofing company can tell you the life of your roof. Go find other insurance immediately.

    Reply
  25. As other comments above, I also switched my landlord insurance to Stillwater (through Geico) also got the drive by inspection, they demand that I replace the 10 year old roof (not just clean) due to moss, and to throw my renter out because he has a 14 year old mutt dog that might have german shepherd in him. And I am in a state where the landlord does not legally have any responsibility for a renter’s animal.. I also got the cancellation notice to go with that.

    I am not a happy person.

    Reply
  26. Do Not go with Stillwater. I switched 6 landlord investment properties to them. Great first year rate, but will destroy you on the rate on the 2nd year renewal. Over 100% percent increase and no claims filed in my part. Not worth the hassle

    Reply
  27. Stillwater is awful. We received a drive by inspection and were told that paint was missing out front and it needed to be fixed. No pictures accompanied this letter and we had no idea what they were talking about. We received a letter that we will no longer be covered as of early March and got notice from our mortgage company that we are now no longer covered under Stillwater a month early. Not worth the time, headache, or money you would save going with them.

    Reply
    • I receicved a notice as well that they are cancelling my policy due to my roof being a risk. My inspector stated there was no problem with my roof. What are my rights as a new home owner?? I just closed on it 1/23/15

      Reply
      • I just received a notice of non-renewal. BECAUSE THE ROOF OF THE 8X8 SHED IN THE BACKYARD (IT’S 45 YEARS OLD BY THE WAY) IS MISSING SOME SHINGLES AND IS CONSIDERED A RISK! How STUPID!! I called and tried to find out how that old shed is considered a risk…to everyone of my questions/comments they just kept repeating “sir, I understand but…”
        Obviously they don’t understand, they had no pictures to go along with the report that they could share with me. I’m actually glad this happened, except for the time I’ve spent in finding new insurance. What happened to common sense? This company is a JOKE!

        Reply
    • Well, last year received a notice from mortgage company that I did not have insurance. Called insurance to find out it was cancelled due to lack of payment 3-months prior. For the last 15 years my escrow pays that, but Stillwater either changed my account # or did not except payment. 3 months with no insurance and when it was finally resolved Stillwater made it retro-active. So I was NOT covered for 3 months, but still paid for it. NOW GET A NOTICE ABOUT A TRIP HASSARD & LOSE WIRE WITH ABSOLUTLEY NO DESCRIPTION OF WHAT THEY ARE TALKING ABOUT.

      BET I DROP THEM BEFORE THEY DROP ME…AND FIRST QUOTE IS ALREADY $300 LESS

      Reply
  28. A terrible, terrible company to do business with. Incompetent employees, no follow-up, don’t return calls, and an air of general nonchalance right up the line. If Geico asks you to switch your homeowners insurance to them, don’t do it since it is contracted out to this company.

    Reply
  29. I am have been a Stillwater customer for one year and unfortunately had to file a fairly large claim. The process has been awful and I am on the verge of filing a law suit. I will drop them as soon as my policy expires and go back to Travelers; its worth the additional cost.

    Reply
    • I am in the same place. It has been an absolute nightmare and I am looking into hiring an attorney as well.

      Reply
      • I am also in the process of trying to settle a large claim and running into a dissapointing and disturbing set of problems trying to resolve the Contents and Additional Living Expenses portions of my claim With Stillwater a Geico affiliate.
        I have an almost to total loss. The estimate and offer of payment for damage to my home was reasonable and I am selling it “As is”
        My additional living expenses have not yet been reimbursed and I have had to submit hotel receipts for an inexpensive extended stay hotel more than once and was shorted 2 months and told by the adjuster o. My account who callwd me there numerous times that he “thought I said i was staying with friends ” although and had left the hotel. Food expenses of little more than $5 daily have been refused along with my dogs being washed and brushed out after the fire because they were full of smoke and soot and it gets worse…
        For my contents claim … an early incomplete shorter of 2 or 3 lists provided them which were all incomplete and provided by public adjusters. They used the list marked “rough draft”. It was the shorter and earliest version of two or more lists they recieved.
        they sent this to a third party that never saw my home or its contents and they Re wrote this list changing changing some aspect of at lwast 2 of 3 objects to reflect a lesser actual cash value or replacemwnt cost by changing the product and type of product itself (an item label “Rorschak Lithographic Plates” was re labeled or priced as dishes and made available at Bed ,bath etc.) ,a 3 month old whole house Ultraviolat light system to kill model and bacteria) $420 new from Honeywell was relabled as a 2 year old air filter at $100.00 and countless other irems were changed and function or quantity or size of the products as well as brand, model and its agw were changed for the worst always.

        Almost nothing was given a store price with the smallest of items and personal effects priced as mail order online. Spot checks showed these items were not priced as they were listed by Stillwater.

        Again an outside firm never having seen the property and contents re wrote the list that they were submitted with outrageous changes, Stillwater calls computer errors ” that happen now and then” and both a very truthful Replacement Costs (per my policy) are reduced along with
        Actual Cash Value values which should br,automatically paid by my company.
        Profoundly reduced prices along with outrageous depreciation was taken on almost everything i cluding manu items that were new or 1 or 2 months old and not yet used and thos was at outrageoys rates on occasion with no explanation given on all but a few antiques and hand tools …Many items were reduced at unjustifiable rates of 25 or 33 per cent per year and many 2 and 4 month old items were enteted at 2 and 4 plus years of age and priced even when a model of camera or another tech item or product was not on the market until 2014.
        Quantities were changed as well: bone china settings for for 10 were re-listed or priced as “5 dishes ” at 45 dollats total. ACV dropped from 130,000 to 39,000 dollars aforeme

        original prices for 2 of 3 items were substantially reduced frwhat reflecting the costs of a lesser models (new 3 month old premium laptop at $1000plus w serial # and model provided and Intel 7 quad core …solid state drive and 12 gigs ram) was re listed as a 1.5 year old cheaper model with Intel 5 or AMD processor model with none of the same features ) and depreciated to $260 Value at time of loss.Replacement at 500.
        The third party who has changed the brand names and models of almost 400 of 600 plus entries to lesser products ..i.e. men’s Northface winter coat (poly filled with removable lining that is itself a lightweight coat ) 4 months old originally $250 was re listed as a “girls fleece jacket priced new at $110 and 3 years old)..lithographic plates are re priced and listed as “dishes” and expensive water color and oil paintings in frames costing $200 to $400 alone are being depreciated and called framed prints (original $14 and, $30 ..etc etc )..It’s horrible..they have no shame ..Everything ..is shown at internet mail order prices. Many of these,sites do not have these products anyway and the cost of shipping a broom or mop or roll of paper towels.
        and a bottle of shampoo and other alleged items that I am to have putchased onine always were not included. and there is no consideration for shipping costs
        I have Replacement Cost coverage and they are trying to make this useless to me by misquoting and mislabeling original costs or utem and replacement cost.
        With the exception of hardware most items destroyed were subject to extreme depreciation and made older than they were and depreciated at 25 and 33 per cent in some instances even where they were only one to three months old and still boxed. Reciepts were lost in the fire so I can only really show items chaeged on account and/or in on line or as part of Visa /Mc charges and on store records..
        My honest conservative and accurate actual cash cash value claim of 20 pages (in excess of policy limit ) will be a hundted pages long with proof and detail and it’s seems this will still be ripped to shreds with depreciation and household items such as curtain rods re labeled as curtains WITH rods ..their price for an entire wall of (floor to cieling thermal and black out curtains ) is less than what I paid for two rods purchased to to hang the new drapes .months old that were in the box is taken and other new contents.
        ..new turns to 2 and 4 + years and many original prices /replacement costs are bogus or allegedy available from the company providing the price whose number I was,refused.
        These little “mistakes and oversights and transposition of adult desiner wear to Walmart type childrens wear dishonest ,pervasive and profound and absurd along with depreciation of 33 and 25 per cent per year and on artwork and items that are purchased for a lifetime and not subject to wear and tear.
        The claims supervisor takes no responsibility for what he calls ” simple oversights”
        Now I must prove them wrong and provide reciepts for EVERY THING where fire rendered the cost of repairing my home almost than market value . My public adjuster was not helpful and unwilling to do what was necessary with contents and discharged and happy to withdraw with commission payment on building settlemery oonly.
        Assistance or advice will be appreciated …it looks like I need,an attorney.

        Reply
        • Hi Mark, Sorry to hear your problems with Stillwater! We are having similar problems with them. I will go into more detail about ours at a later date, but something you can do is put in a formal complaint with your states Insurance commissioner. We are in the process of doing that now. From what I understand, once you submit the formal complaint, the Insurance Commissioners/department office will investigate the insurance company. We are also in the process of retaining an Insurance Bad Faith Attorney. Hope this helps! …if anyone else is reading this and is thinking of using Stillwater as their insurance provider. DON’T DO IT! …I would almost of rather not had insurance than to deal with this company!

          Reply
          • My homeowners policy is not up until 6-28-15 I was looking around to find a better policy at a cheaper price , seeing these reviews I will just stay with the company I am already with .. I want to say THANK YOU ALL . for taking the time to voice your concerns about this company I am one that looks at the reviews before buying .. I have now made my decision and I WILL NOT BE GOING WITH THE COMPANY. THANKS SO MUCH . CHEAPER IS NOT ALWAYS BETTER. Thanks..

        • so if you are selling it as is your pocketing all the cash right? did you purchase replacement cost on the contents or ACV?

          Reply

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