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Homesite Insurance Group Support Ticket - Poor Communication with Homesite Insurance

Homesite Insurance Group Support Ticket

Poor Communication with Homesite Insurance - Home

Created By: Kashi's Picture Kashi Last Reply: Kashi's Picture Kashi
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 0
Product: Home

I have had great difficulty obtaining information about whether my home owners insurance with Homesite will cover damage caused by heavy rains. When called to find out if it was covered, the representative would not give me any information but took down all the details to file a claim. She told me that I would receive a call from my adjuster within 24 hours. After not receiving that call, I called the company back and asked about my claim's status. The representative told me that it had been assigned to an adjuster and gave me her direct number. I called her number each day for over a week, but never was able to speak with her, and she did not reply to my voice messages. I became frustrated with this and called the number for filing claims again and was transferred to her supervisor's voice mail. He did not return my call, but the adjuster called me back later that day. She told me that an inspector would be calling me within 24 hours to set up an initial appointment and if I did not hear from anyone, I should call her back the following day. In addition, she told me that I should put a patch on my roof or a tarp. I did not receive a call from the inspector so I called the adjuster back and once again got her voice mail. I left a message letting her know that I did not hear from the inspector and was concerned that it would be unsafe for me to do repairs to my roof. I questioned having someone repair my roof prior to the inspection and if the fees would be reimbursed since the claim had not been approved yet. I decided to call the general number back and ask for her supervisor's direct number so I could discuss these concerns with him along with my concerns regarding their limited staffing in their claims dept. The representative who answered my call was remarkable rude, insisted that I explain why I needed to talk with the adjuster's supervisor before she would give me his number, and after I explained my concerns, she informed me that as a homeowner it was my responsibility to repair my roof prior to the inspection to prevent any further damages and if I did not the company would cancel my insurance even if the claim was approved. I called the supervisor, but he was not at his desk and his voice mail was full so I could not leave a message. After having so much trouble finding out if the damage is covered, I filled a complaint with CT's Insurance Dept. today. I have never had any problems with other insurance companies. I certainly cannot recommend this company to anyone interested in purchasing home insurance and will need to re-think my long-standing relationship with the auto insurance company whose website I went through to purchase this insurance. What a disappointing and frustrating experience this has been!


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