Northern Neck Insurance Company - Irvington, Virginia

Cross B.

I recently had to file a claim after some stolen property, and NNI has been very easy to work with and has supported me throughout the process. Betsy has been great along the way, helping me through my first ever claim process (hopefully my last!). NNI has been a great insurance partner for me!

Jake T.

I got to work with Justin Hasis today for an adjuster meeting and was highly impressed! Justin was professional, prompt, thorough, and detail oriented. He even took the time to review over his reasoning and determination on coverage in person before leaving the home. I look forward to working with him more in the future!

Kelly L.

Just had the BEST interaction with Miss Lisa at Northern Neck Insurance Company. I have had difficulty getting into the website. I selected online billing/paperless well, I never got the bill and instead I got a letter stating my coverage to our home would be cancelled if payment wasn't received in 72 hours! I called made the payment over the phone and told them I never received the paper bill. The lady I spoke with told me the bill was sent to my email address, but I told her never got it. She said, "Well, it was sent!"

Anyways, I have been trying to get my account online for at least a month. Lisa helped me get the account and she fixed my email that was put in incorrectly on my profile by NNIS. That explains why I didn't get my bills, my email address was wrong!! Lisa was patience, kind and knowledgeable!! Thank you so much Lisa for all your help and NNIS you should be thankful to have an employee like Miss Lisa she was incredible! 🙂

Allison W.

Thanks to James Day, he put our minds at ease. He is knowledgeable and excellent customer service! You have an outstanding employee! Thank you! Allison & Mike Woods.

Tremendous H. D.

Formally writing to express my concerns regarding the handling of my water damage claim (Claim #CLM-00126726). After multiple discussions with Supervisor Justin Tuck and Claim Adjuster James Kay, I believe the matter has not been managed appropriately. I am requesting that this issue be escalated for further review by higher management.

I was informed that my claim would be denied due to my engagement of a contractor to begin repairs. However, I was not made aware of any such restriction prior to the contractor’s involvement. This reasoning for claim denial appears to be inconsistent with the guidance provided to me and with industry practices. Additionally, I submitted photographic evidence of the water damage, but both Mr. Tuck and Mr. Kay informed me that the photos could not be accepted. When I mentioned that photos had been accepted for a previous claim, I did not receive a satisfactory explanation as to why these particular photos were being rejected.

Furthermore, I found Mr. Tuck’s response to my escalation to be unhelpful. Rather than working towards a resolution, he became dismissive, and when I inquired about the previously offered hotel expense due to the damage, he stated, “Well, we don’t have to offer the hotel expense,” which I found unprofessional and discouraging. This entire process has been extremely stressful and frustrating, and I have not felt that my concerns have been adequately addressed. I believe the overall handling of this claim has lacked empathy and urgency, which has only added to the difficulty of this situation.

Given the circumstances, I respectfully request that this matter be escalated to senior management for further review and resolution. I would appreciate the opportunity to discuss this issue in more detail, and I am available for a follow-up call at your earliest convenience

Danielle T.

After 16 years with this insurance company, for both auto and home, we received a termination letter for our homeowners and an increase on auto. We have never filed an auto claim. After a microburst came through this summer, we filed a homeowners claim. It was a small claim. Upon the inspection, ( where the inspector glanced at one corner of our roof without getting on the roof) we were told our roof had hail damage and from their records, no hail event had taken place within the last two years (which is their statute of limitations for filing a hail claim). We received a letter advising we had 90 days to replace our entire roof or we would be terminated from homeowners insurance. After repeated calls and endless hold times, we provided them date and time stamped photos and videos of a hail event within the 2 year statute of limitations. The inspector never came back out to look at the entire roof. We were told that they may replace part of the roof. (Their letter said we had to replace our entire roof at our cost). We waited 3 months and received no return call or visit from an inspector. It is important to note that we had the roof inspected by a professional and their opinion was the roof was fine. Today we received a termination letter. We are still within a 2 year statute of limitations to have the roof replaced as a claim. Run from this fraudulent company as fast as you can. They are only about the money they receive from hard working customers. If they feel they have to pay out on a claim, that they conjured up themselves, then they terminate you.
Brian Bareford

Caleb S.

Given their small size and their intentional lack of being able to escalate issues, I can no longer recommend this organization. I tried to work with them for over half of the year to rectify the following issues, however due to their lack of thoroughness, attention to details, and poor communication, I am prompted to write this review.

Issue #1: In 2023 I had my second claim (really the first significant claim) in 9 years of faithfully paying the Northern Neck Insurance (NNI) premium; for a roof that went through two major hail storms. The response was fine, and they assured me that my rates would not increase due to it being an "act of god", and yet they did significantly due an obscure reason. Possibly coincidence, however the next one really ruined it for me.

Issue #2: Jan of last year, we experienced a burst pipe in our kitchen. NNI sent someone out to look at the situation, and Red Flag #1 was that they sent out an estimate and a check within 24 hours, without us even discussing it. I am not a professional contractor, but I have owned a primary and rental homes over the last 17 years and can tell you that the quote was extremely inaccurate (low) in price, was missing certain critical items (ie; the 10's of gallons leaked into the HVAV and subsequent repairs), and clearly misidentified materials in my homes, materials needed to repair, time to repair and cure, and cost of relocating everything in the home while being repaired. I'm abbreviating details here, but needless to say, they were working with a restoration company they recommended that I believe is partially responsible for some of those inaccuracies. Part of their process was to cut a 3x3' hole into my kitchen at the beginning of the year, for which we were stuck with for the next 6-7 months as I tried to work with NNI.

Red Flag #2, #3, and #4: I have mostly wood floors on my first floor, that extend into my office. No thresholds or anything separating the wood floors. All of those were covered in the original, first estimate. When I started to get several alternative quotes, there was a major (~$10,000) discrepancy between the company NNI had recommended, and every other company that came in after them, all highly recommended from neighbors who had work done on similar houses. Next issue is that when I share one of these with NNI, their paperwork came back no longer supporting the office being covered. Their official stance was that due to a policy it shouldn't have been covered originally due to the fact that is has doors (that do not block the floor in any way). Be that as it may, they were going to originally cover them with the much more economical, inaccurate quote. Last issue on this, was that in the first quote I was shown a depreciation of my floors that was only about 10% of the cost to repair (roughly $1500), with the proper quotes, that jumped up to about 45% (about $10,000). An error that was claimed to be clerical, that showed back up later.

If I had not paid attention to these, I would have been left holding the bag on a serious cost to repair my floors for a NNI product I have paid faithfully on for 10 years.

Red Flag #5: Customer Support. The adjuster is the face of many people at any insurance company, so a lot of decisions from analysts and underwriters are passed through them. To understand and chat about these decisions is what I spent many months trying to do, however, the most that I could get to was his supervisor, who was not pleasant to deal with at all. I had to resort to many different creative avenues, to talk to literally anyone the could help me navigate the above confusion and frustration. I found equal lack of helpfulness and had to resort to continuing the elongated process of working with the adjuster to correct these many errors and issues. Some of which today are still not corrected, even thought the claim is closed.

Red Flag #6: In the end: With only 30 days notice, I was informed that my policy would be canceled. After 10 years of faithful payments and only three (two major) claims.

Stephanie C.

Had a small accident with someone insured by Northern Neck. My experience with then was quick, easy, and got my car on the way to repair without issue. Appreciated how easy it was! Thank you!