Need Advice on a Frustrating Insurance Claim Experience
On December 10, 2024, our home suffered a significant water loss while we were away from 6 AM to 6 PM. Water was spraying from our upper bathroom all the way down to the basement during that time. After the incident, we reached out to our insurer (GEICO, now with Travelers) to file a claim and request assistance. They accepted our claim, and soon after, an emergency mitigation team arrived to help us. We worked alongside them that first night to address the damage and they continued operations for an entire week, deploying around 40-50 fans in our home to dry everything out.
However, once the immediate response was finished, our difficulties began. A third-party contractor was hired to assess the damages and compile a report for Travelers. During this period, we received only an automated email assigning us an adjuster, but no further communication. For two months, we called, emailed, and provided feedback regarding our claim, but received no response whatsoever. The only time we heard back was when I mentioned the possibility of pursuing litigation in a feedback message—within ten minutes, we received an estimate that was less than half of what all three of our contractors had quoted.
We rejected that offer and signed with a contractor who specializes in insurance claims. Unfortunately, the only time our adjuster attempted to contact me was when I was at a doctor’s appointment, resulting in a snarky voicemail. It’s been incredibly frustrating trying to navigate this process, especially since most people I’ve talked to have had positive experiences with their claims.
We got reassigned to a new adjuster, but we had to initiate that change ourselves after learning that choosing an external contractor required a new adjuster. Guess what? We’ve received absolutely no communication from him or his manager either. Out of desperation, I filed a complaint with the state, and they are currently investigating the situation. I’ve also lodged a complaint with the BBB, and we plan to escalate this to Travelers’ corporate complaints department soon in hopes of resolving the issue internally.
Currently, all our documentation is uploaded to their site, yet we haven’t been reimbursed for any expenses. We’re now paying rent on top of our mortgage, dealing with property losses, technician fees (our HVAC system was damaged), and skyrocketing utility bills.
In summary: Our insurance company has been unresponsive, failing to communicate, negotiate with our contractor, or provide any support. Any advice or assistance would be greatly appreciated!
I’m really sorry to hear about your situation. It sounds incredibly frustrating and stressful to deal with such a significant loss and then feel abandoned by your insurer. Here are some steps you might consider taking to navigate your claim and get the support you need:
Document Everything: Keep a detailed record of all communications, including dates, times, and the names of people you spoke with. Save all emails and voicemails. This will be important for any future complaints or legal action.
Follow Up Regularly: Set a schedule for follow-ups, whether it’s weekly or biweekly. Persistence can sometimes lead to better communication. Make sure to ask for specific timelines regarding your claim updates.
Contact Your State Insurance Department: Since you’ve already filed a complaint, keep an eye on that process and provide any additional documentation they may request. They can sometimes facilitate communication with the insurer.
Seek Mediation or Legal Advice: If problems persist, consider reaching out to a lawyer who specializes in insurance claims. They can guide you on the best course of action and help you understand your rights.
Social Media and Public Complaints: Sometimes, posting your experience on platforms like Twitter or Facebook can draw attention to your issue. Companies often respond quicker when issues are public.
Get State Senator or Representative Involved: Some individuals have found success in reaching out to their local government representatives. They might have resources or influence that can help.
Engage with Your Contractors: Keep close contact with your chosen contractor. They might have experience dealing with insurers and can help advocate for you, especially if they know how to navigate the claims process effectively.
Explore Alternative Coverage or Assistance Programs: Look into whether there are any local programs or resources that could provide financial assistance while you’re waiting for resolutions.
You deserve to have your claim handled fairly, and it’s important to keep pushing for the support you need. Good luck, and I hope your situation improves soon!