ComplaintsforStillwater Insurance Group

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have reported a claim on 06/03/2024 with them for a storm damage on my roof.So far I do not have any answer to my claim, I am calling the examiner and testing and email him but nothing (his name is *************************). I contacted 3 times the customer service and they are are keep asking me to call him. Someone said he will tell him I am looking for him and he finally called me back once on 07/19/2024 and he told me he will call me back with an update by next Friday (07/26/2024) but still no callback so far. I am looking online but there is nothing there, no documentation, absolutely nothing. I am simply hitting a wall, I do not get any help no matter who I'm trying to contact. Very unprofessional, bad business. I am paying for a service that is not provided so I want a refund, I am not doing business with them ever again.

  Customer response

  08/01/2024

  Hi,

  I finally just got an answer from them just now, so I apologize but we may close the complain.

   

  Thank you very much for your help!

   

  Best Regards,

  ***********************

  Customer response

  08/02/2024

  5 starts, done, thank you very much!

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received an insurance coverage price of about $27,000 for a tree that fell on my garage. They released about $20,000. The remaining was described as depreciation and once I paid for the repairs the remaining $6,000 would be sent to me. (That was my understanding). I had the work completed by people I've known for years who gave me very good pricing for the work. This worked to my disadvantage. The Insurance company refused to release any additional funds since I did not spend the expected amount.

  Business response

  07/23/2024

  Dear ************,
  Stillwater has paid out $21,692.23 on your claim according to the terms of your policy. As you state in your complaint, the invoices you supplied to Stillwater came to less that we have already paid out on your claim (totaling $18,699). Stillwater has paid more than what it cost you to make the repairs and therefore will not pay anything additional. We have responded in detail to the public adjuster, the State of New Jersey and the Department of Insurance complaint you have filed with the same determination.If you have additional expenses and can submit invoices or receipts, Stillwater will review them and make a determination. To date, we have not received any additional receipts from you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stillwater Insurance has made a false home insurance claim on my home (******************************************************** *****). I have contacted Stillwater to have this claim removed but they are refusing. I share a name with my father making myself ***** my father, ************************* filed an insurance claim with Stillwater in February 2023 for his home at ************************************. However Stillwater mistanklinly filed this claim under my home in ********* (****** Address). They are saying they cannot remove a claim from a home once it is placed on the home even if false. This is has lead to my insurance State Farm to dropping me and increasing my insurance premium cost. I have also contacted LexisNexis for the **** report and Stillwater did not remove the claim.

  Business response

  07/08/2024

  Dear **************,
  We see that you had the opportunity to discuss this issue with claims supervisor, **** on 7/3/2024. The problem lies with Clue and ***** Nexus who are not separating your name from your fathers name since no Jr. or Sr. is included on the policies. *****Nexus has mistakenly assigned a claim from your fathers Stillwater policy to you. As **** communicated during your 7/3/2024 call, he is working on getting *****Nexus to review the disputed claim and will contact you once he has an answer. We are actively working to help you dispute the reporting issue that ***** Nexus made.

  Customer response

  07/15/2024

  Why was this closed? I was never asked to respond? The last message let me know that they are working to resolve the issue. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have had Homeowners insurance through Stillwater since approximately 2021....Filed 1st and only claim in January 2024 after we sustained roof damage from 2 back to back Winter storms with Hurricane level winds....never got response until end of June after my uncountable calls. My claim was denied, them claiming on $5500. in damage and alledging a $5000. Deductable on home and a $9960. Deductable due to wind and hail claim.

  Business response

  07/10/2024

  Dear ****************,
  We have reviewed the timeline and communications sent to you regarding your claim. You reported the claim on 1/5/2024 at which time we made 2 attempts to contact you that afternoon at 2pm and 4:45pm. We completed an inspection of the damages on 1/15/2024 and left a voicemail for you on 1/16/2024. The adjuster spoke with you on 1/30/2024 in response to a voicemail you left and advised a settlement letter was in the queue. We sent a letter dated 2/20/2024 where we explained the repair estimate total of $5515.99 was completed and due to the fact that the cost to repair or replace was less than your $9960 deductible, no payment was issued. The claim investigation, including inspection determined there was minor wind damage to the left slope of the roof but also found wear, tear, deterioration, and maintenance damage to the remaining slopes of the roof. You reported no interior damage. Since your policy does not provide coverage for wear, tear,deterioration, and maintenance, no additional payments were provided to cover these issues with your roof. All of this, plus your policy terms were outlined in the letter which was followed up by an attempt to contact you by phone on 2/21/2024. The claim was closed. We did not hear from you until the end of May 2024. You spoke with the adjuster at the end of June 2024 and then again spoke with the claim supervisor on 6/21/2024 where the above was explained and a copy of the settlement letter and estimate were emailed to you. Due to the deductible regarding wind related damage and the terms of your policy which do not cover wear, tear, deterioration, and maintenance of the roof, Stillwater has properly addressed all known and related damages. If you have additional information, please forward it to us for review. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After nearly 6 years of homeowners coverage, Stillwater insurance sent me without warning a non-renewal notice with less than 4 weeks remaining in my policy. They claim the reason being an unspecified tree that is overhanging or touching the roof of either (again unspecified) detached garage or main household. To be clear i live in ******** where very large evergreen and oak trees are protected from removal by city ordinances. Oddly my property is the only one in any direction without such tree anywhere in the yard much less "overhanging" or touching my roof. The only potential thing is i have two lilac bushes that were already established when i purchased my home. One near my house and one in front of my detached garage. Both grow branches to roof height. I regularly maintain these and even if a branch broke they have neither the mass or the height to cause any damage. Still I never received any warning nor demand from Stillwater about needed maintenance to these bushes, since starting business with them in 2018.

  Business response

  05/31/2024

  Dear ************,
  Thank you for your business over the last 6 years. We have examined your policy file to address your concerns. A review of the photo inspection shows the lilac trees are in contact with your home and a large branch in contact with the detached garage and roof.These conditions do not adhere to Stillwaters underwriting guidelines and therefore a Non-Renewal Notice was sent in advance of the policy termination date so that you can replace coverage. If you wish to have the Non-Renewal reviewed, please submit photo proof showing the branches have been trimmed and are no longer in contact with the home and roof of the garage. Submit photos and a request to reconsider the Non-Renewal to *************************************** with your policy number in the subject line. Once received, you can expect it to take several days for them to be reviewed and for us to notify you of our determination. 

  Customer response

  06/15/2024

  Hello, 

   

  I had been out of town on business, hence the slow response in needing to take action as required by the insurance company of subject to this complaint. Now at home I've taken the necessary action and prepared to submit evidence to the insurer. I request this reopened to verify the insurer fulfills their obligations.

   

  Thank you 

   

  *********************

  Business response

  06/18/2024

  Dear ************,
  Thank you for providing the photos showing you have cut back the tree limbs. The non-renewal has been removed from your policy. The bill was sent to the mortgage company through an online report last night. The policy will expire on 6/22/2024 if the premium is not paid therefore, we advise you to contact your mortgage company to make sure the premium is paid as soon as possible and before the policy expire date.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My insurance was just canceled due to no faults of my own. Stillwater made a maintenance request for some major tree removal. The timeline they gave us to accomplish this was only ONE week (net), which was impossible.Since I was traveling I was unable to do this and tree companies were not available to respond with that short of notice.They claim they mailed the notice one month prior to the threatened insurance termination. We received the notice 12 days before the deadline! Since I was about to leave for out of town, I wasn't able to tackle it myself right away, and no tree companies were available in that short of timeline.Finally, back in town, I tackled the work and sent photos to the inspection email a few days before the deadline. Since I haven't heard back and the deadline is tomorrow, I called to check. It. Turns out it takes them 5 days to review the photos and there's nothing I can do to stop my insurance from being canceled tomorrow. I politely requested that they extend the deadline since it was not physically possible to meet it even though it was a reasonable request. The response I got was, " We do not do extensions under any circumstances."12 days to comply, but the letter didn't even mention that we need to get the photos there 5 days in advance since they take that long to review them!As a paying customer for many years, I don't understand how they can treat me like that. I am happy to tackle reasonable maintenance requests, but it must be physically possible to meet their deadline. At this point I am done trying to get our insurance reinstated with them. I will not do business with this company again.

  Business response

  05/03/2024

  Dear ********************,
  We have contacted our underwriting department regarding the photos you sent in. The non-renewal code has been removed from your policy as of today, 5/3/2024. Payment must be made to renew the policy.You have been sent an email today with instructions on how to arrange payment before 5/14/2024. If you choose not to renew your policy, no further action is needed. 

  Customer response

  05/09/2024

  Better Business Bureau:

  The way I was treated during this issue was awful.  The current issue is resolved, but I have never seen a business treat a customer this way.  In my 43 years on this planet this is the first time I've felt the need to file a BBB complaint.  

   This cost me a ton of lost sleep and stress, and you were completely unwilling to work with me to get the maintenance issue resolved in a reasonable amount of time.  Also, your letter was vague on what you wanted done, focusing more on the "your policy is about to be cancelled" piece and less on what you wanted done.  I had to call to get clarity on the scope of the work.  

  By the time I received the request I only had 7 days to comply, and I was headed out of town so couldn't.  I reached out asking for an extension--which seemed reasonable given the amount of work you were requesting--and received a cold "we don't do extensions under any circumstances" response. 

  I have always paid on time, and have never filed a claim, but it seems as if you are trying to chase me away as a customer.  Congratulations, it's working.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *************************

   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re.: Insured(s): *********************** Insurance Carrier: Stillwater Insurance Company Claim Number: HO0001087335 Date/Type of Loss: 12/21/2023 (Water Damage) Loss Location: ************************************************** My water mitigation company (hereinafter "my vendor") has a remaining unpaid balance of $4,230.27. According to the prior adjuster's request, my vendor has cooperated and adjusted its prior invoice from $12,473.66 to $11,248.41. On January 26, 2024, my vendor emailed the prior adjuster a detailed clarification on every inquiry he requested, and my vendor submitted an "Adjusted EMS Invoice" of $11,248.41. The adjuster made a payment of $7,018.14, leaving a remaining balance of $4,230.27.I owe my vendor for the services it rendered, and if I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty. In all fairness, I owe this money to my vendor for the work it did, which was done to my satisfaction. My insurance company is obligated to pay for services rendered by my vendor, who protected my property from further damage. My adjuster is refusing to pay in an attempt to evade payment responsibility, thereby causing a "Breach of Contract."I request the BBB's assistance to have my insurance carrier meet its obligations under my insurance policy.

  Business response

  04/11/2024

  Dear ****************,
  We have looked at your claim record to address your complaint. Typically, when there is a water damage claim, Stillwater will assist our insureds by sending an approved water mitigation contractor to the property. In this instance, you hired the water mitigation company privately.As you mention, we received the invoice from your vendor which was considerably higher than the industry standard for these services. We had the invoice reviewed by two outside vendors as part of our process to ensure we are paying out based on industry standards. The feedback from one vendor indicated the cost should not have exceeded $5,000 and the other vendor provided a total cost of $7,018.14; we paid the claim based on the higher amount. We have attempted several times to negotiate with your vendor and reconcile this with them. Since our payout is based on the ********* of ********** Cleaning and Restoration Certification guidelines, the insurance industry standard used for water restoration, we will not pay the additional invoiced amount to your water mitigation vendor.  Since you hired the water mitigation company directly,if they will not accept our determined payout, you are responsible for the balance of the invoice. We are available to discuss this with the vendor or yourself. To date we have paid $17,793.74 for this claim. 

  Customer response

  04/11/2024

  *****************************,

   

  I am responding to your email dated April 8, 2024, regarding the outstanding balance of $4,230.27 for the *** Invoice, which remains unpaid.

   

  I want to highlight the following:

  Per Section I - Property Coverage of my insurance policy under "2. Reasonable Repairs", it states, "a. We will pay the reasonable cost incurred by you for the necessary measures taken solely to protect covered property that is damaged by a Peril Insured Against from further damage."

   

  Please note that if you do not pay the *** invoice, it may result in the following consequences:

   

  Breach of Contract:

  I find it unacceptable that you are relying on a third-party vendor and only paying $7,018.14 out of the adjusted *** Invoice of $11,248.41 from CRC. This leaves an outstanding balance of $4,230.27 that I must pay from my own pocket. Your refusal to pay is an attempt to evade payment responsibility and can be perceived as a breach of contract.  How can your vendor dictate and determine the reasonable cost incurred when they didn't even step foot on my property? Meanwhile, my water mitigation vendor submitted a detailed Xactimate estimate supported by photographs and data, justifying every line item submitted.  Furthermore, the case law says that when investigating a claim, an insurance company has a duty to diligently search for evidence that supports its insureds claim. If it seeks to discover only the evidence that defeats the claim, then it holds its own interest above that of the insured. (******** v. Old Republic ********* *** (1996) 42 Cal. Ap. 4^th 1617, 1620 [50 Cal. Rptr. 2d 224].

   

  Negligence:

  The insurer's failure to handle my claim with reasonable care resulted in financial harm and losses to me.  I am in a situation where I am being compelled to pay $4,230.27 to my water mitigation company out of my own pocket.  This is because my claims adjuster only listens to her third-party vendor, who is located in a different state. This third-party insurance vendor is dictating what they consider to be reasonable costs for mitigating the water damage on my property, even though this vendor never stepped foot onto my property, thereby causing me financial harm.

   

  Breach of Duty:

  My insurance is denying payment for a valid *** invoice without proper justification. This action may be considered a breach of the duty of care owed to me as the insured, forcing me to pay $4,230.27 to my water mitigation company from my own pocket.

   

  Please note that CRC has been reasonable and cooperative and adjusted its prior *** Invoice from $12,473.66 down to $11,248.41. On January 26, 2024, CRC emailed the prior adjuster a detailed clarification on every inquiry he requested and submitted an "Adjusted *** Invoice" of $11,248.41.
  
  I owe CRC for the services it rendered to protect my property from further damage.  If I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction. 

   

  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27.  I hope we can resolve the above without needing to file a Request for Assistance with the DOI.

  
  Thank you for your immediate attention to the above.

   

  Thank you,

  ***********************

  Customer response

  04/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:

  The answer provided by the carrier is not accurate.

  Cal Code of Reg., Section 2695.9(b), states:  No insurer shall require that the insured have the property repaired by a specific individual or entity.  Meaning, the adjuster cannot impose their preferred vendors to do my water mitigation work.

  I have retained a water mitigation company (CRC) who dried my home and protected my property from further damages.  On January 26, 2024,  CRC negotiated and emailed the prior adjuster a detailed clarification on every inquiry he requested, and CRC submitted an "Adjusted EMS Invoice" of $11,248.41 in lieu of $12,473.66.  The new desk adjuster who never inspected my loss, is relying on another vendor also who never inspected my loss, and are both putting price limitation on a water mitigation job they've never seen or inspected.  Please note that CRC already negotiated the water mitigation cost with the prior desk adjuster on January 29, 2024, as mentioned above.

  I owe CRC for the services it rendered, and if I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction. 
  
  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27. 

  Regards,

  ***********************

  Business response

  04/17/2024

  Dear ****************,
  Our review and determination of payout is based on documents provided by your contractor (drying logs, equipment, etc.) to the reviewers. The third-party reviewers complete audits based on the type of loss and documents provided by your contractor. We will be happy to have the documents reviewed again and have another discussion with your contractor for a resolution. We will reach out to you today to discuss. 

  Customer response

  04/19/2024

  From: *********************** <***************************>
  Sent: Thursday, April 18, 2024 9:02 PM
  To: ************************************************; *********************************
  Cc: *********************; Info <************************************>
  Subject: Claim No.: HO0001087335 - ****** - Request for Payment re. *** Invoice Remaining Balance of $4,230.27

   

  You don't often get email from ***************************. Learn why this is important

  Re.: Request for Payment re. *** Invoice Remaining Balance of $4,230.27

  BBB File No.: 21548777

   

  ******************************

   

  I am responding to your voice message as well as your email dated April 18, 2024, regarding the outstanding balance of $4,230.27 for the *** Invoice, which remains unpaid.

   

  I am feeling bullied by my insurance company, which is supposed to protect me. I find it unacceptable that they are relying on a third-party vendor and only paying $7,018.14 out of the adjusted *** invoice of $11,248.41 from CRC, who negotiated with the prior adjuster. This leaves me with an outstanding balance of $4,230.27 that I must pay from my own pocket. I believe Stillwater Insurance's refusal to pay the outstanding balance is an attempt to evade payment responsibility and could be perceived as a breach of contract. Additionally, Stillwater Insurance is prioritizing its own interests over mine, which could also be perceived as a breach of its duty to diligently search for evidence that supports my claim.

   

  I owe CRC for the services it rendered to protect my property from further damage.  If I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction.  Rest assured, I will escalate this matter to a higher level and pursue legal action if necessary to collect the outstanding amount, including any legal fees incurred due to Stillwater Insurance's breach of contract.

   

  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27.  I hope we can resolve the above without needing to file a Request for Assistance with the DOI.

  
  Thank you for your immediate attention to the above.

   

  Thank you,

  ***********************

  Email: ***************************

   

  cc: CRC

   

   

  On Thu, Apr 18, 2024 at 6:30 AM <************************************************> wrote:

  Good morning ********************************

  We have looked at your claim record to address your complaint. Typically, when there is a water damage claim, Stillwater will assist our insureds by sending an approved water mitigation contractor to the property. In this instance, you hired the water mitigation company privately. As you mention, we received the invoice from your vendor which was considerably higher than the industry standard for these services. We had the invoice reviewed by two outside vendors as part of our process to ensure we are paying out based on industry standards. The feedback from one vendor indicated the cost should not have exceeded $5,000 and the other vendor provided a total cost of $7,018.14; we paid the claim based on the higher amount. We have attempted several times to negotiate with your vendor and reconcile this with them. Since our payout is based on the ********* of ********** Cleaning and Restoration Certification guidelines, the insurance industry standard used for water restoration, we will not pay the additional invoiced amount to your water mitigation vendor.  Since you hired the water mitigation company directly, if they will not accept our determined payout, you are responsible for the balance of the invoice. We are available to discuss this with the vendor or yourself. To date we have paid $17,793.74 for this claim.

     
  Sincerely,
  
  *************************
  CA License Number# *******
  Qualified Manager: ******************** ** Lic #2N00049
  
  Claims Examiner
  Stillwater Insurance Company
  PO Box 45126
  *******************************
  Phone: ************
  Fax:************

  From: *********************** <***************************>
  Sent: Friday, April 12, 2024 1:28 PM
  To: ************************************************; *********************************
  Cc: Info <************************************>; *********************
  Subject: Claim No.: HO0001087335 - ****** - Request for Payment re. Supplemental Reconstruction Repairs, BBB File No.: 21548777

   

  You don't often get email from ***************************. Learn why this is important

                 Subject Property:       24106 ****** **** *************************************** style="margin: 0in;">                Date/Type of Loss:    12/21/2023 (Water Damage)

                 Claim Number:           HO0001087335

                  BBB File No.:           21548777

   

  Re.: Request for Payment re. Supplemental Reconstruction Repairs

   

  ******************************

   

  In your email dated 4/5/2024, you said you would review the claims file and get back to me before 4/9/2024. 

   

  To this date, I have not received anything from you regarding the Supplemental Reconstruction Damage Repairs.

   

  Thank you for your immediate attention to the above.

   

  Thank you,

  ***********************

  Email: ***************************

   

  cc: CRC

   

   

   

  On Fri, Apr 5, 2024 at 12:10 PM ************************* <************************************************> wrote:

  Hello *****************

   

  Thank you for your email.  Please be advised we will be reviewing your file as well as any remaining open invoices and provide disposition on or before Tuesday  April 9, 2024.  Thank you for your patience and understanding.

   

  *************************

  From: Front Desk <*********************>
  Sent: Friday, April 12, 2024 1:35 PM
  To: iriswilliams <************************************************>; claims <*********************************>
  Cc: ameernasser2324 <***************************>; Info <************************************>
  Subject: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26, BBB File No.: 21548777

   

  You don't often get email from *********************. Learn why this is important

       BBB File No.: 21548777

   

  Hello Iris,

   

  I just called your office and left you a voice message. I am following up on my emails below, dated 4/2/2024, 4/4/2024, and 4/5/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

  ************

  Tel.: **************

   

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Fri, 05 Apr 2024 10:38:53 -0700
  Subject: Fwd: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

  Hello ****,

   

  I hope this email finds you well.  I just called your office and left you a voice message.  I am following up on my email below, dated 4/2/2024 & 4/4/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

  ************

  Tel.: **************

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Thu, 04 Apr 2024 10:30:54 -0700
  Subject: Fwd: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

  Hello ****,

   

  I hope this email finds you well.  I just called your office and left you a voice message.  I am following up on my email below, dated 4/2/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

  ************

  Tel.: **************

   

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Tue, 02 Apr 2024 09:22:47 -0700
  Subject: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

           Re.:          Insured(s):                  ***********************

                            Insurance Carrier:      Stillwater Insurance Company

                            Claim Number:           HO0001087335

                            Date/Type of Loss:     12/21/2023 (Water Damage)

                            Loss Location:            24106 ****** **** ********* CA 91354 ("Property")

     

         REGARDING:   Reconstruction Damage Repair Estimate of $46,464.26

   

  Hello ****,

   

  I hope this email finds you well.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

  ************

  Tel.: **************

  Capital Restoration Contractors

  *************************************************************

  Email: *********************

   

   

   

  cc: ***********************

   

   

  Customer response

  04/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:  The water mitigation company (CRC) has been constantly calling you and sending emails to the claim adjuster requesting *** Invoice payment on the outstanding balance, however, the claim adjuster constantly rejected talking to them.  I hereby request that the claim adjuster respond to CRC and make the *** Invoice outstanding balance payment.

  Regards,

  ***********************

  Business response

  05/02/2024

  Dear ****************,
  We are glad to report that after several attempts to negotiate the invoice with the water mitigation company, on 5/2/2024 they have agreed to settle the invoice for $3000. We will pay this, therefore avoiding any liens being placed on your property. We will consider this water mitigation invoice matter closed. To date, over $30,000 has been paid out on this claim. 

  Customer response

  05/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:  It is true that we settled the water mitigation portion of the claim, however, there is still $27,890.26 remains to be paid on the dwelling repair portion of the claim.  This amount has been missed and/or underestimated by the insurer.

  Regards,

  ***********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On ******** I requested my insurance policy be cancelled. I was told it was in the process of being cancelled. I got billed again for this insurance. I reached out again, and I was assured the policy was getting cancelled. I reached out again as I saw the account was still active. I had a new person start replying to my emails and he said it had been sent to the underwriters for approval. I got billed again and at that point I contacted the company again on ******* and he said give them more time. I am still showing as active with zero response from the company about cancelling the policy. All I want is the policy cancelled and a refund as I have provided proof of insurance with another company.

  Business response

  01/31/2024

  Dear Mr. M*******
  We have consulted with our processing department and learned the first request we received from your agent to backdate the cancellation of your policy was on 1/19/24. On Monday, 1/23/24, the request went to underwriting for review; we are pleased to report an exception has been granted to cancel the policy with a cancellation date of 6/13/2023. The approval was sent to the processor today. Please allow up to 5 days for the processing to be completed and a refund to be issued. We hope this satisfies your complaint. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received a termination notice from Stillwater telling us we will be terminated on Feb 15, ****. Stating we have livestock in our property, missing railings and debris in yard during the clean up month.We live in the county, we have "chickens". No pigs, horses or cows at all.Missing handrail came from a removable temporary side stairs- We can add railing if needed.Minor debris were from our cleanup, currently gone - old photos used against.First time we called, customer service said the manager will return our call, never happened. Second time we called, the customer service didn't want to talk to us or discuss about it and said there's nothing she can do and that for us to email them.To get anywhere, and to request for photos, we had to go through Geico agent to get it. They (Stillwater) sent us photos from September 2022, photos of the first initial inspection. We were puzzled as to why old photos where used to terminate the policy in **** without warning. And if so, why weren't we been warned or told about the criteria back in 2022?We need explanation instead of excuses and avoidance without resolution, we do not feel this is right, we have not filed any claim nor ever late in any payment with Stillwater. Not a very trustworthy company.

  Business response

  01/31/2024

  Dear ********,
  Your policy is being non renewed because, as the Non Renewal Notice stated, the photo inspection indicates that your property is no longer eligible for coverage with Stillwater because it does not meet Stillwaters underwriting guidelines. As you state in your complaint, there are numerous issues found that make the property ineligible including farm animals on the premises, a front porch missing rails and side stairs have no handrail, which are a trip/fall hazard. Also, the premises are not being upkept as there is debris and unsecured personal items in the yard. This is according to the property inspection we performed. We have spoken with you and your agent over the last few days explaining the reasons for the nonrenewal and that everything would need to be cleaned up and photo proof emailed to ************************************** for review and reconsideration. Your policy is set to non-renew on 2/16. There is no guarantee that submitting the photo proof will result in reconsideration of the non-renewal. Please consult with your agent for a plan of action and/or to find other coverage. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home was damaged by a water line to the refrigerator breaking in February 2022. A field adjuster came to the home after I called and filed a claim, and several days later Apex Restoration was sent to the home to mitigate. They opened the kitchen floor to replace the wood and found a layer of asbestos. At that point work stopped, and I was not able to get the office adjuster, ************************* on the phone again. A check in the amount of $320 arrived some weeks later with no explanation; I did not cash this. I made multiple call attempts for months without ever getting any information, and was not contacted via email at all during this time. I also did not receive ANY living assistance. In January 2023 I found that another person had been assigned the claim; I called her several times and received an email response but never got any information about the claim at all. The storage company called me in November to ask about progress; I told them that I had not heard anything from Stillwater. They told me that they would reach out. I then finally got a call from *************************, the original adjuster, after nearly 2 years. He was not calling to ask about my home, but to ask why Stillwater owed over $5000 in storage fees. This call went nowhere, and I told him to call me back when he had a solution to my housing issue. I found out a week ago that the $320 check was my 'settlement.' The new adjuster then sent Apex back to my home, but refused to pay them after they did additional work, sticking me with their bill on top of me having a home that now has mold and never was restored. On top of it all, *******'s discourse via both telephone and email has been rude and argumentative; I had to end a phone call with her when she kept overtalking me. I have paid for insurance for 13 years and never once entered a claim. To say that I am frustrated and disappointed with this outcome would be an understatement. If there is an escalation manager, I hope that they help.

  Business response

  01/10/2024

  Dear *******************,
  We have reviewed your complaint with our claims department. Your claim was filed 2/6/22 for water damage caused by a frozen line to the refrigerator. When we spoke with you on 2/7/22, you declined additional living expense coverage because you were staying with your parents. We sent service vendors out to complete water mitigation and to assist with damaged contents.**************** did a complete asbestos testing and confirmed asbestos was found in the vinyl flooring in the kitchen. The mitigation of the kitchen including the removal of the kitchen floor was completed, and the field adjuster performed his inspection of the property on 2/11/2022. The field adjuster estimated $4822.81 for interior damages. After depreciation and the $2000 deductible was applied, the payment amount was $319.99 and a check was sent on 3/2/22 along with settlement letter.  Additional checks were issued to Buckeye Cleaning and **************** totaling $26,027.53 for the water mitigation, asbestos testing and the cleaning of contents, art and electronics between 3/2/22 and 5/1/22. You called and left a message for the claims adjuster on 11/22/2022; the supervisor attempted to return your call on 11/22/2022, 12/7/2022, and 1/17/2023. She emailed you on 1/17/2023 requesting documentation, however, we did not receive any information from you, nor did you return the call. On December 8th we received an invoice for over $5000 from ********************* Drycleaning for storing the contents all this time. When we contacted you to find out why you had not had the contents delivered back to your property, you informed us that you had not repaired your home. On December 20th the adjuster learned that you had not been living in your home since February 2022. We agreed to send a contractor to access the damages in your home at which time the contractor discovered additional damages caused by the failure to complete the original repairs.There is no coverage for the additional damages because you did not fulfill your obligation as a homeowner to protect your property from further damages after a loss and you neglected the property. A settlement letter was sent on 12/29/2023. We have arranged for you to have the storage for the contents of your house until 1/31/2024. Your claim is closed. Please contact your claims Examiner ******* at ****************** if you have further questions.

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