Shelley M. on BBB
7 months ago
05/09/2020, 04:21 AM
Our claims representative came out in October after we filed a water damage claim under our kitchen sink/dishwasher, we thought this is was the damage was since the floor was bubbled. Gave us a bid for new flooring, cabinets, counter tops (very low prices). Had 2 contractors come in with bids $5,000-7,000 more. She never explained we have a "supplemental account". Had hard time finding a contracting with her prices. We could have used one of my contractor's per my agent. April begins construction during this whole pandemic. Contractor discovered black mold behind the cabinets called my claims representative twice that week, no return phone call. Had the mold tested for asbestos, came back fine. Contractor started to lay floor and discovered a horrible smell. Cut a whole in the floor and saw we had a broken pipe, this pipe takes care of 3 toilets. Once again called our claims representative no phone call back. Our local agent told us to contact Service Pro to look at the damage, beyond their scope of work. Our representative said she would come out on Friday and look at the damage, 2:00 Friday my husband called her she said it's not covered. According the report from Service Pro, she went off that. She is stating because this problem has been going on for a while our home owner's doesn't cover this damage. We would never have known this broken pipe was there until the remodel began. She also stated in October if we find more damage underneath the house we could open up another claim (another deductible). Told my agent I needed to speak to her manager and have someone else look at this. He sent another claims representative out on 5/5, took pictures, and said he would have to review it with management will take a couple of days. I went off, couple of days we have been living in raw sewage and you can't review it the same day. Came back on Friday, May 8th and said the decision didn't change can't cover it. According to "policy" this has been an ongoing issue. Told him I would like to talk to management, he was passing my message over. No return call on Friday from management. I called our 1st claims representative Friday and she actually answered my phone call (after 9 attempts I made from the beginning of April). Asked her why wasn't sure returning my calls, her reply you seemed upset. After the 5th voicemail I was fed up, and frustrated she never called me back. Told me the black mold wasn't covered for testing, it's why I called you twice that week. I've been a customer of State Farms for 35 years, and have dished out over $130,000+ to this agency. These claims representative have poor customer service (don't return phone calls), never explained policy (they are the experts), no professionalism, and not willing to help out a long time customer. I feel as a policy holder for this many years I have been treated very unfair, this is beyond disappointing and frustrating. Especially when your claims representatives didn't do their job, and hung up on me. We have contacted the Attorney General's office and Insurance Commissioner of Washington State.
Poor customer service (don't return phone calls), lack of knowledge (doesn't explain policy), no professionalism (hung up on me) all with our local claims representative.