State Farm is Ghosting Us on Our Claim—What Are Our Options?
We’re located in the Gulf Shores area and are dealing with an HOA policy after experiencing a significant loss from a fire in a unit. Our claim has been open for 9 months now, yet I haven’t had any communication from the adjuster for at least 5 months. Initially, we exchanged information to clarify which aspects would be covered by the HOA policy versus the unit owner’s policy. They agreed to cover the claim, and I received a response when I finally found a reputable repair company (after four tries), but it took over three months from the incident to submit an estimate.
Since sending that estimate, however, I’ve had zero communication from State Farm, despite numerous attempts to reach out—about 5 calls and 10 emails—none of which have been returned. Fortunately, the unit owner is an adjuster, and they informed me that the estimate needs to be in Xactimate for it to be considered. Why this wasn’t made clear in the policy requirements is beyond me, and my adjuster hasn’t provided any guidance on this either. I’ve now hired an outside consultant to convert the contractor estimate into Xactimate format, and they’ve been very helpful in clarifying what the insurance will require. They mentioned that engineering plans will be needed due to the structural damage, and our selected company has an engineer ready to assist. However, they require a $10,000 down payment to begin this work and draft those plans.
The unit owner’s adjuster suggested that I should be able to request an advance for this work. Yet, despite reaching out again, I’ve received no response. Our agent, the only one who replies, doesn’t have any involvement in claims. I’ve escalated my concerns to the adjuster’s supervisor, inquiring about the possibility of requesting an advance and what information I need to provide, but again, I’ve been ignored for seven weeks, even after multiple follow-ups and voicemails left without callbacks.
Why are we forced to hire a consultant and gather information from them and the unit owner’s adjuster instead of receiving help from our claim adjuster? They’ve remained entirely uncommunicative. The consultant also mentioned that insurance carriers often prefer working with a list of approved restoration companies, yet when I initially asked our adjuster for a reference, they claimed they couldn’t provide one due to a conflict of interest.
What can I do at this point? This situation is unbelievable. Nine months after the incident, the property remains unlivable, and no repair work has even been scheduled, let alone completed.
I’m really sorry to hear about your frustrating experience with State Farm. It sounds incredibly challenging to navigate this situation, especially after such a significant loss. Here are a few steps you might consider taking to escalate the situation further:
Document Everything: Keep a detailed record of all your communications with the insurer, including dates, times, names of people you spoke with, and the content of those conversations. This documentation can be valuable if you need to escalate your complaint.
Contact the State Insurance Commissioner: If you’re not getting a response from the adjuster or their supervisor, consider reaching out to your state’s insurance commissioner. They can often assist with complaints against insurance companies and may be able to advocate on your behalf.
Utilize Social Media: Sometimes, reaching out via social media platforms can prompt a quicker response from companies. Consider posting your experience on platforms like Twitter or Facebook, tagging State Farm in your post. Companies often pay attention when issues are made public.
Formal Complaint: Submitting a formal complaint to State Farm’s customer service department can sometimes expedite the process. Ensure you include all pertinent details and your documentation.
Seek Legal Advice: If the situation continues to stall, it might be beneficial to consult with a lawyer who specializes in insurance claims. They can provide guidance on your rights regarding your policy and help you understand your options.
Consider Mediation: If you have exhausted all other options, mediation might be a pathway worth exploring. Some insurance companies have mediation services to resolve disputes without going to court.
Ask for a Written Explanation: Request a formal letter from the insurer detailing the current status of your claim, the reasons for the delays, and any next steps you should expect.
It’s understandable to feel overwhelmed in this situation, but taking proactive steps and utilizing various channels to push for a resolution can sometimes help get the conversation moving again. Good luck, and I hope you’re able to resolve this soon.