I received an insurance claim to repair hail damage on 9/28/07. It was made payable to Aurora because they are the primary lienholder. I received the initial 1/3 draw check for my insurance claim proceeds on 10/12/07; work was subsequently completed on or about 11/1/07. As instructed, I requested an inspection from Aurora to validate the work was complete.
On 11/5, the inspection was completed and filed with Aurora. On 11/13, I called to verify all required notarized Affidavits were received and the inspection work was complete. I was assured the final check would be mailed out within a few business days so I could pay my contractor the balance owed. On 11/19, I spoke to a Claims Rep by the name of Jane. She said a check would be cut on Friday, 11/21.
As of 11/28, I hadn't received a check so I called back. I was assured it would be mailed. I called back on 12/7 and was told that someone would be in touch to follow up. On 12/10, I called again and left a voicemail for Jane. I did not hear back so I requested to speak to a supervisor, Monica Ivy (sp?) on Tuesday, 12/11. She noted that something was entered in wrong which failed to issue the check and that she personally would try to get it overnighted and call me back - she never did.
On 12/17, I spoke to Jane, who assured me the check was cut on 12/17 and 'mailed in a day or two.' On 12/20, I called to see if it had been mailed and was now told again that the check was cut on 12/18 and wouldn't be mailed until 12/21. I had to call back several times to try to reach supervisors, only to leave voicemails. When I spoke to Jane again, she contradicted herself a couple times and gave me misinformation.
Finally, she put me on hold and after a few minutes, her line came back on but she couldn't hear me. I heard her and 3-4 others in her vicinity making fun of my problem and laughing aloud. They also joked that the check should be made payable to them individually instead of me. I had also voiced concern that Aurora Loan Services had recently filed Chapter 7 Bankruptcy and I was concerned I was not going to receive my remaining proceeds. She was laughing at the bankruptcy comment and they were joking about how she should have answered that question. I listened to these comments for approximately 5 minutes before the line was suspiciously disconnected.
I called the 800# back again to try to speak to someone and was only able to leave a voicemail for Jane (who has yet to return my call). My primary problem is, I do not have the ability to pay my contractor or his workers before the Christmas holiday, which is a huge concern for me. My secondary concern is the level of customer service I have received up to this point. I am soliciting the advice of legal counsel on the matter of customer service, but what other recourse do I have against Aurora? My loan is current, I have never had a late payment. I was told it is 'the law' to make Insurance Proceeds payable to the primary lienholder, but would like to know more about this.