Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue from day one has been Hancock. How can one adjuster find nothing? But a second one finds damage? If I would've been proactive on this claim from the beginning. ********************** would of got away leaving my home my investment in disarray. How many other people have they done this too? I provided two quotes from two separate contractors for everything that is damaged. ********************** denied the first ones. That's what I got the 2nd quotes. I provided you with emails from ************************* (Head of claims) showing that he denied everything telling me that the roof and windows were not damaged. Then provide me with information on how to dispute the claim. *************************** (Vice president) provided you a letter in response to my complaint. What was full of lies. I provided all the information from my contractors to ************ in December and January. The reason, I got new contractors to come out is to have a new set of eyes look at everything. Which of course they found damage. The only communication I had with ************ and the 3rd party adjusters I initiated. ******** Fire has never called me or sent me any kind of letter in the mail. I really hope you are taking my complaint seriously and looking into this. I had a lot of sleepless nights dealing with this. It has been a 120 days today. I'm in the same place. I was 120 days ago. ********************** need to be held accountable.

  

  Business Response

  Date: 06/01/2023

  Hancocks initial inspection occurred on 12/1/22 and the findings were provided to the adjuster. The carrier requested another inspection on 3/16/23 and those findings were also provided to the assigned adjuster. Hancock Claims Consultants is hired by insurance carriers strictly to do property inspections and it does not make coverage decisions. Any questions on coverage should be submitted to the insureds assigned adjuster.

  Customer Answer

  Date: 06/01/2023

  The issue is on the 1st inspection. The inspector found very minimal damage. On the 2nd inspection the inspector found way more damage. How can one inspector from Hancock? Find very little to no damage but the 2nd one finds more damage.? The reason the 2nd inspection was requested. Was that I have 3 separate With evidence showing that the roof was damaged. Stuff that the 1st inspector never seen or found.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hancock Claims Associates was used by my insurance company, ***************************** (being adjusted by *************************** an Allstate company), to inspect my roof for hail damage after a hail storm that occurred last May. I had already had an inspection done by an independent roofing contractor who provided me with an 80+ page report featuring many pictures of confirmed hail damage to my shingles, gutters, and roof vents. I was present when this inspection was performed. The contractor actually used a drone to take pictures as well.After I filed the claim and found out Hancock was doing the inspection, my contractor warned me about them and predicted that they would falsify their findings in order for my claim to be denied. When I did a quick ****** search on Hancock, I discovered very negative reviews about this exact issue from many other people. I called Hancock back to temporarily cancel my inspection until I could further discuss this with my insurance adjustor. I spoke with my adjustor, who was unwilling to schedule the inspection using another company. After cancelling the inspection, Hancock continued to call me to reschedule the inspection and despite telling them I'd call them back when I was ready, they send an inspector to my house without my permission anyway. They performed the inspection and a week later, I received a notice in the mail stating that "no wind or hail damage was found on the roof or siding of your home" when I clearly had damage reported from another inspection. I realize roofing contractors are looking for business, but pictures don't lie. I also realize insurances companies are in the business of taking your money for a service that is supposed to provide you with "piece of mind" on most likely your largest expense (your home), but are seldom willing to pay out what is justifiably owed to you when needed. I have no doubts Hancock falsifies claims for insurance companies.

  

  Business Response

  Date: 12/27/2022

  Please see attached*

  Customer Answer

  Date: 01/01/2023

   
  Complaint: 18176010
  
  I am rejecting this response because:
  

  I would like to focus more on how your company found no hail damage to my roof after I had already had an inspection performed by a licensed contractor after the storm event who found extensive hail damage to the shingles, gutters and vents.  I have 1-1/4 holes punched right through plastic vents on my roof.  How do holes that big get punched through plastic vents? Hail! I have pictures of hail stones in my hand the day of the storm event that are over 1" in diameter.  

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house has been insured with ***************** since Jan 1st 2022. Policy has been paid for in full for the entire year. On 6/17/2022 there was a hail storm in my neighborhood/area, *****, which caused moderate to severe hail damage to multiple homes. **************** from Dom Roofing inspected the roof and confirmed hail damage. Mercury was contacted on 6/18, they sent a third party, Hancock Inspections, to inspect the roof. Inspection was done on 6/22. Sure enough, they "did not" find any hail damage because they were not there to find any damage to begin with. Apparently, Hancock is known to be extremely favorable to insurance companies and the answer to consumers, like me, with severe hail damage on my roof, would be always a big NO.I contacted *************************** with Claim Cops, a public adjuster company, and they did notice hail damage on my roof. They also noticed hail/storm on weather report for that specific date. To prove the point, at least 4 other homes within my neighborhood alone did end up getting their roofs replaced because of this very hail storm recently through their insurance providers. The roofing company, my public adjuster and myself have been trying to get in touch with ***************** adjuster, *******************, and his supervisor **** Nevis, to arrange a re-inspection, they simply ignore all calls, emails and text messages. Insurance adjuster, *******************, uses his personal cellphone, so there will be no trace of incoming calls. All I need at this point is a fair reinspection that I am legally entitled to as a resident of **************** that *************************** can be present. I would strongly suggest the ********************************************************** and Safety of the State to immediately launch an investigation and look into Hancock Inspection to evaluate the handling of every claim that have processed, as I strongly believe they go above and beyond to get insurance companies contracts and avoid paying consumers what they deserve.

  Customer Answer

  Date: 08/17/2022

  I'd like to close compliant number: 17721388 filed against Hancock Claims Associates. The issue is being resolved with the third party that was involved, ****************** and they have my satisfactory.