Subject: Seeking Advice on Nightmare Claim Experience
On December 10, 2024, we experienced a major water loss in our home while we were away from 6 AM to 6 PM. Water sprayed uncontrollably from the upper bathroom all the way down to the basement during that time. We contacted our insurer (GEICO, which works with Travelers) to file a claim and request immediate assistance. They accepted our claim and connected us with an emergency mitigation team, who worked tirelessly throughout the night and continued for a week to remove the damage, deploying around 40-50 fans in our home.
Unfortunately, that’s when our problems began. The insurance company hired a third-party contractor to assess the damages, who prepared a report for Travelers. While this process was underway, we received a generic email assigning us an adjuster, but that was the only communication we had. For two months, we made numerous calls and sent multiple emails, but we heard nothing in return. The only time we received a response was when I mentioned potential litigation; suddenly, we got an estimate that was less than half of what our three contractors had quoted.
We refused this offer and officially engaged one of the contractors known for handling insurance claims. The only attempt our original adjuster made to reach me was when I was at a medical appointment, resulting in a rather condescending voicemail.
We feel lost navigating this situation, especially since people I’ve spoken to have had positive experiences with their claims. We were assigned a new adjuster, but only learned of this because we decided to go with an outside contractor. Since then, we haven’t heard a thing from him or his supervisor. I’ve filed a complaint with the state, which is now investigating, as well as one with the Better Business Bureau. We’re also preparing to escalate our concerns to Travelers’ corporate complaints department in hopes of prompting some action internally.
We’ve uploaded all necessary documents to their portal, yet we still haven’t received reimbursement for anything. We are now paying rent in addition to our mortgage, facing property losses, incurring technician fees (our HVAC system was compromised), and our utilities have skyrocketed.
Summary: Our insurance company is unresponsive, failing to contact or assist us in any way, and we’re struggling to get reimbursed, negotiate with our contractor, or receive any guidance.
Any advice or insights would be greatly appreciated!
I’m really sorry to hear about your frustrating experience—dealing with insurance claims can be incredibly stressful, especially in a situation like yours. Here are a few steps you can take to try and resolve this issue:
Document Everything: Keep a detailed record of all communications with the insurance company, including dates, times, and the names of who you spoke with. Save copies of all emails and letters, as well as notes from your phone calls.
Follow Up Consistently: If you’re not getting responses, continue to follow up regularly (but be patient). Persistence can sometimes pay off. Consider escalating your calls to a manager if you continue to hit dead ends.
Contact Your State’s Insurance Commissioner: Since you’ve already filed a complaint, make sure to follow up on it. The state insurance commissioner’s office can sometimes help mediate disputes between policyholders and insurers.
Consult with a Public Adjuster: A public adjuster works on behalf of you, the policyholder, to negotiate with the insurance company. They can often help maximize your claim or advocate for a fair settlement.
Explore Legal Options: Since you mentioned potential litigation previously, you may want to consult with an attorney who specializes in insurance claims or consumer rights. They can help guide you through your options.
Keep the Pressure On: Continue with your complaints to the BBB and any other consumer protection agencies. Sometimes public pressure can lead to quicker resolutions.
Social Media: Consider posting your experience on social media or tagging the company directly. Publicly voicing your concerns can sometimes elicit a quicker response.
Contact Corporate Level: As you mentioned, reaching out to Travelers’ corporate complaints department might help escalate the issue.
I hope you’re able to get this resolved soon! Don’t hesitate to lean on friends, family, or local resources for additional support during this trying time.