As a contractor, we have several clients that come to us with damages that should be covered under their homeowners policy. Many more times than not, the homeowners insurance company expedites Loss Reports and claim payments in order to get their policyholders back to a normal lifestyle, with the minimum of disruption. Many of the insurance providers genuinely have their policyholders best interest in mind, because this ony serves to retain clientele. Good customer service assures this.
Over the last year, and in the past, while Oklahomans were dealing with the after-effects of the May hailstorms of 2010, many, many insurance providers were inundated with claims. Thousands of claims per insurance company, in fact. It was a tremendous loss. The majority of insurance companies that we, as contractors (disaster response contractors, in fact) have worked with to insure homeowners receive all of the benefits provided under their policies, and to get repairs done as fast as possible to reduce the amount of damages incurred by the insurance industry, have been very eager to assist and complete claims.
However, one company in particular, we have had recurring problems with and as of this date, almost a year after the hailstorms, are still having severe communications and response issues with liberty Mutual on several claim. Paperwork being lost by the adjusters, several adjusters assigned to one claim, and none know what the other has done or is doing. Responses to emails, phone calls and messages left via fax, phone & email go unanswered for MONTHS, not just days or weeks. We are still working on one claim, just to get ALL of the damage incurred covered. Today, after 4 months of calls, email & faxes sent and resent, the AGAIN new adjuster informed me that they have misplace all of the documentation on this claim and that I needed to send him what I had. Including the last adjusters Loss Report.
The lack of quality customer service and obvious disarray in their adminstration of claims is reprehensible.
Choose carefully and wisely before chossing a homeowners policy with any insurance company. Hopefully, as you have found this complaint, you will seek out complainta regarding other insurance before selecting a carrier.