Sedgwick Claims Management Services review: Resolution on case 20240187664

I had a new stacked Electrolux washer/dryer installed and delivered by The Home Depot on January 12th, 2024. The installers set up the machine and they put on an empty cycle, instructing us to not touch the machine for at least an hour for it to finish the initial cycle. As instructed, we left the machine untouched.

24 minutes after that, we noticed water flooding into our kitchen from the laundry room. The machine was actively gushing water onto the floor. We had to turn off the water supply on the back of it in order to stop the flooding. The entire laundry room was covered in water. We immediately dried the floor, called Home Depot, and opened a claim. We also aired the floor and insured all water was dried/mopped up.

I took video of the flooding, and you can see the time stamp of that compared to our home security footage showing when the installers left, marking the 24 minutes.

Electrolux sent a technician out who stated that the water hose had not been secured tightly, allowing air into the hose line which prevented the valve from closing the flow of water. The technician was unable to find any issue with the machine itself.

I have provided the videos, receipts, and Electrolux's documentation to Sedgwick. They have told me that they need proof of it being an installation error, but won't tell me what I need to provide them to satisfy that request. Again, the only people to touch the machine had been the installers up to the point it was actively flooding, a mere 27 minutes later, and the technician can find no fault in the machine.

Sedgwick has continued to act in bad faith to address this claim, and refused to get on a phone call so that I can get clarity on what they need. I'm happy to work with them to ensure they have proper documentation but they refuse to participate in good faith.