Civil Remedy Notice of Insurer Violations
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Filing Number:     812229
Filing Accepted:  3/21/2025
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Complainant
Last/Business Name *  
ALVAREZ ZAYAS   First Name   JOSE
Street Address * 6210 TIGERFLOWER COURT
City, State Zip * LAND O' LAKES, FL 34639
Email Address * WITHHELD
Complainant Type: * Insured
Insured
Last/Business Name*   ALVAREZ ZAYAS   First Name   JOSE
Policy # * 000988885364 Claim #* 0772315735
Attorney
Attorney is Applicable
Last Name* SMITH First Name * JOSHUA Initial S
Street Address* 4043 HENDERSON BLVD
City, State Zip* TAMPA , FL 33629
Email Address * JHOFFMAN@JSPALAW.COM
Violation
Insurer Type *   Authorized Insurer Unauthorized Insurer
 
Insurer Name*   CASTLE KEY INDEMNITY COMPANY
NAIC Company Code 10835
 
Name of individual responsible for violation (if any):* TROY ROBINSON AND SYLVIA ROBINSON
Type of Insurance * Residential Property & Casualty   
Reason for Notice *
Unfair Trade Practice
Other : Failure to Conduct a Reasonable Investigation
Other : Failure to Act in Good Faith
* Statutory provision(s) which the insurer allegedly violated.
 
624.155(1)(b)(1) Not attempting in good faith to settle claims when, under all the circumstances, it could and should have done so, had it acted fairly and honestly toward its insured and with due regard for her or his interests.
626.9541(1)(i)(3)(a) Failing to adopt and implement standards for the proper investigation of claims.
* Specific policy language that is relevant to the violation.
Enter all words or phrases (one at a time) that should be used to filter.

626.9541(1)(i)(3)(i) – Unfair claim settlement practices by engaging in a pattern or practice of misrepresentation to claimants. REFERENCE TO SPECIFIC POLICY LANGUAGE: COVERAGE A PROVISION, THE DECLARATIONS PAGE, LOSS PAYMENT OR SETTLEMENT PROVISION, DUTIES IN EVENT OF LOSS POLICY PROVISION, ALL TERMS AND CONDITIONS OF SECTION I OF THE INSURANCE POLICY, THE INSURANCE POLICY DEFINITIONS SECTION, THE INSURANCE POLICY‘S EXCLUSION OF COVERAGE PROVISIONS
 
* Facts and circumstances giving rise to the violation.
Enter all words or phrases (one at a time) that should be used to filter.

CASTLE KEY INDEMNITY COMPANY ("CASTLE KEY") HAS COMMITTED THE FOLLOWING VIOLATIONS IN HANDLING THE INSURED’S CLAIM: (1) UNFAIR TRADE PRACTICES; (2) FAILURE TO CONDUCT A REASONABLE INVESTIGATION; AND (3) FAILURE TO ACT IN GOOD FAITH. IN FLORIDA, THE WORK OF ADJUSTING INSURANCE CLAIMS ENGAGES THE PUBLIC TRUST. CASTLE KEY HAS BREACHED THIS DUTY THROUGH ITS HANDLING OF THE INSURED’S CLAIM. CASTLE KEY HAS FAILED TO CREATE AND IMPLEMENT ADEQUATE GUIDELINES FOR THE PROPER INVESTIGATION, EVALUATION, AND HANDLING OF CLAIMS, LEADING TO SIGNIFICANT VIOLATIONS AS OUTLINED HEREIN. THE INSURED, JOSE ALVAREZ ZAYAS, SUFFERED DAMAGE TO HIS PROPERTY ON OCTOBER 9, 2024, AS A RESULT OF A WINDSTORM. THE CLAIM WAS PROMPTLY REPORTED TO CASTLE KEY, AND THE INSURED HAS FULLY COOPERATED WITH THE CLAIMS PROCESS. DURING THE HANDLING OF THIS CLAIM, CASTLE KEY PROVIDED AN ESTIMATE THAT LISTED TROY ROBINSON AS THE ASSIGNED CLAIMS ADJUSTER, ACCOMPANIED BY LICENSE NUMBER W520484. HOWEVER, A SEARCH OF THE FLORIDA DEPARTMENT OF FINANCIAL SERVICES LICENSE DATABASE CONFIRMS THAT THIS LICENSE ACTUALLY BELONGS TO SYLVIA ROBINSON. THIS IS NOT A MINOR CLERICAL ERROR – IT IS A CLEAR MISREPRESENTATION THAT COMPROMISES THE TRANSPARENCY AND LEGITIMACY OF THE CLAIMS PROCESS. INSURANCE COMPANIES HAVE A LEGAL OBLIGATION TO ENSURE THAT CLAIMS ADJUSTERS ARE LICENSED AND QUALIFIED. AN ADJUSTER’S CREDENTIALS ARE NOT A FORMALITY – THEY DETERMINE WHETHER THE INDIVIDUAL IS LEGALLY AUTHORIZED TO INSPECT DAMAGES AND MAKE COVERAGE DETERMINATIONS. CASTLE KEY’S FAILURE TO ACCURATELY IDENTIFY THE ADJUSTER RAISES SERIOUS QUESTIONS ABOUT THE RELIABILITY OF ITS ESTIMATE AND THE VALIDITY OF THE ENTIRE CLAIMS ADJUSTMENT PROCESS. Licensee Detail: License #:W520484 Full Name: ROBINSON, SYLVIA LASHELL Business Address:1055 HILLCREST MOBILE, AL 36695Mailing Address:5715 CONGRESSIONAL DR ARLINGTON, TX 76018 Email:SNICKAR_DOODLE@HOTMAIL.COMPhone:(817) 239-6169 County:NPN #:18727439 Continuing Education Statistics CE Due Date:10/31/2026Continuing Education Status:In Progress Number of Hours Required:24Number of Hours Completed:0 Valid Licenses Type Issue Date Qualifying Appointment NON-RES ADJUSTER - ALL LINES (0720) 10/22/2020 YES Active Appointments NON-RES INDEPENDENT ADJUSTER - ALL LINES (7520) Company Name Issue Date Exp Date ROBINSON, SYLVIA LASHELL 8/14/2024 10/31/2026 THIS IS NOT MERELY A FAILURE TO DOUBLE CHECK A LICENSE NUMBER – IT IS A FUNDAMENTAL FAILURE OF DUE DILIGENCE AND A BREACH OF THE PUBLIC TRUST. AT BEST, CASTLE KEY NEGLIGENTLY FAILED TO VERIFY THE QUALIFICATIONS OF THE INDIVIDUAL HANDLING THIS CLAIM. AT WORST, IT DELIBERATELY ATTEMPTED TO MASK THE FACT THAT AN UNLICENSED INDIVIDUAL MAY HAVE BEEN INVOLVED – A DIRECT VIOLATION OF FLORIDA LAW THAT CALLS INTO QUESTION THE ENTIRE HANDLING OF THIS CLAIM. THIS IS NOT AN UNFOUNDED CONCERN; WHEN TROY ROBINSON IS SEARCHED IN THE FLORIDA DEPARTMENT OF FINANCIAL SERVICES LICENSE DATABASE, NO LICENSES APPEAR AT ALL. THIS SUPPORTS TO THE POSSIBILITY THAT CASTLE KEY ALLOWED AN UNLICENSED INDIVIDUAL TO PARTICIPATE IN THE ADJUSTMENT OF THIS CLAIM. EITHER SCENARIO DEMONSTRATES A COMPLETE DISREGARD FOR THE DUTY OF GOOD FAITH OWED TO THE INSURED. CASTLE KEY’S FAILURE TO ASSIGN A LICENSED, PROPERLY IDENTIFIED ADJUSTER CONSTITUTES A DIRECT VIOLATION OF FLORIDA LAW AND AN UNFAIR TRADE PRACTICE. CLAIMS ADJUSTERS PLAY A CRITICAL ROLE IN DAMAGE ASSESSMENT, AND ANY MISREPRESENTATION, ESPECIALLY ONE INVOLVING LICENSURE, TAINTS THE ENTIRE PROCESS. HAD CASTLE KEY FOLLOWED PROPER CLAIMS HANDLING PROCEDURES, IT WOULD HAVE VERIFIED THE ADJUSTER’S CREDENTIALS BEFORE RELYING ON THEIR ASSESSMENT. INSTEAD, IT HAS CREATED A SYSTEM THAT ALLOWS SUCH MISREPRESENTATIONS TO GO UNCHECKED, PLACING THE INSURED AT A SIGNIFICANT DISADVANTAGE. THE ACTIONS TAKEN BY CASTLE KEY AND ITS ADJUSTERS IN THE HANDLING/ADJUSTMENT OF THE INSURED’S CLAIM WERE WILLFUL, WANTON, AND IN DISREGARD FOR THE RIGHTS OF ITS INSURED. THESE ACTIONS OCCUR WITH SUCH FREQUENCY AS TO INDICATE A GENERAL BUSINESS PRACTICE, IN VIOLATION OF FLA. STAT. §§ 624.155 AND 626.9541. CASTLE KEY’S ACTIONS AMOUNT TO BUT ARE NOT LIMITED TO THE FOLLOWING: 1. UNFAIR TRADE PRACTICES 2. FAILURE TO CONDUCT A REASONABLE INVESTIGATION 3. FAILURE TO ACT IN GOOD FAITH THEREFORE, TO CURE THE DEFECTS OUTLINED IN THIS CIVIL REMEDY NOTICE, CASTLE KEY MUST: (1). ADMIT FULL COVERAGE FOR THE INSURED’S LOSS. (2). TENDER ALL INSURANCE MONIES DUE AND OWING TO THE INSUREDS FOR THEIR LOSS IN AN AMOUNT EQUAL TO ALL DAMAGES UNDER THE SUBJECT POLICY. (3). PAY STATUTORY INTEREST ON THE AMOUNT OF UNPAID CONTRACT DAMAGES FROM THE DATE OF THE LOSS TO THE PRESENT TIME PURSUANT TO FLORIDA STATUTE § 627.70131 AND PAY REASONABLE ATTORNEY FEES AND COSTS INCURRED.
Comments
User Id Date Added Comment
SARAH.WOLFER@ALLSTATE.COM 05-21-2025 Please allow this correspondence to serve as Castle Key Indemnity Company’s (hereinafter referred to as “Castle Key”) response to your Civil Remedy Notice of Insurer Violations filing number 812229. This response was uploaded to the DFS CRN website today’s date. Castle Key specifically denies the allegations set forth in the Civil Remedy Notice of Insurer Violations. At all time, Castle Key has acted in good faith. Castle Key wholly denies all allegations of wrongdoing; failure to conduct a reasonable investigation, failure to act in good faith and unfair trade practice on the above claim. Castle Key does not consider there to have been any manner of violation and questions the validity of the Notice as it fails to meet the requirements set forth in Section 624.155, Florida Statutes and Florida law and thus fails to perfect the insured’s right to pursue civil remedies. The potential statutory violations and information submitted are nothing more than unsupported, baseless allegations. Castle Key notes the CRN fails to reference the specific policy language relevant to the alleged violations or set forth facts in support of each of the alleged violations. This information is required to be included and be correct on the statutory Civil Remedy Notice form. Castle Key investigated this loss and coverage was extended. Castle Key sent an adjuster to the residence to write an estimate for damages on our behalf. Castle Key believed that there was no storm damage to the roof and a denial was issued. The policyholder retained counsel. In response to your CRN and dispute over the covered damages, Allstate is investigating the Florida licensing of our adjuster. In the meantime a reinspection was requested and completed on May 8, 2025 and an estimate was completed for damages to the roof and bathroom. Payment of $13,737.07 was issued along with a payment of $605.66 for interest. A Florida Mediation letter was also sent to the insured. At all times, Castle Key has acted in good faith in investigating and handling the claim. Castle Key has not breached any duty owed to you. Castle Key is responding to the filed CRN within sixty days as required by Florida CRN statutes. If you have any questions or if you wish to discuss this matter in further detail, please do not hesitate to contact our office. Sarah Wolfer Claims Service Representative 585-613-0401 Sarah.wolfer@allstate.com
Acknowledgement
* The submitter hereby states that this notice is given in order to perfect the rights of the person(s) damaged to pursue civil remedies authorized by Section 624.155, Florida Statutes.

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DFS-10-363
Rev. 10/14/2008