ComplaintsforHope Public Adjuster

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 9 2022 Hope Public Adjuster contacted me stating they would be able to help settle an insurance claim due to a house fire. I was told this process would take 3 weeks and they guaranteed full payout of my full policy coverage. I provided Hope with a full accurate contants list to turn over to the insurance company. They did not use list provided for them instead provided one of their own making essentially costing my son ******* dollars in out of pocket cost to replace his belongings. They also over priced said personal belongings and overpriced repair estimate for the house. Causing insurance company to settle for less than what I was originally offered by insurance company directly a year prior. Only now Hope will be taking 15% of said settlement although they refuse to provide me with any information or invoice on what the claim to have done on my behalf. The recieved payment on April 5, 2023 yet on April 22 2023 they have still yet to release said payment.

  Business response

  04/24/2023

  In response to the complaint filed on 4-24-23: 
  
  Hope would never tell someone that a claim from beginning to end would take only 3 weeks.  We also 
  would not promise that we can get a particulate dollar amount for a claim.   
  
  On September 6, 2022, we received the signed and notarized proof of loss from the insured stating that 
  they agreed with the amount of the contents loss in the amount of $143,114.91.  This proof of loss also 
  had Hopes estimate for the dwelling repair at the amount of $336,510.08. 
  Upon receipt of that proof of loss, the insurance company then denied the claim.  Their specific reason 
  for denial was the amount of the contents loss.  They denied the claim for reasons of concealment and 
  fraud.  Their determination is based on the photos of the property taken the night of the loss.   
  After discussion with the insured, we were able to provide some reasoning to the adjuster for them to 
  rescind their denial of the claim.  They then demanded that an EUO (examination under oath) be done 
  with the insured and **********;******.   
  After the EUO was completed, the adjuster responded on January 5, 2023, that there were even more 
  issues concerning the contents portion of the claim.  It was at this point that the adjuster asked us to 
  review and revise the contents list based on the photos from the fire department that were taken the 
  night of the fire.  This offer was being done as a concession to try and get an accurate amount for the 
  contents damage. 
  We asked the insured to do this.  However, they sent back a list that had 27 items addressed out of 175 
  line items.  Some stating stolen, or wrong pattern or no idea.  Their revised list did not match up with 
  the photos of the property from the fire department.   
  It was at this point that we went through the list and made the revisions based on the fire department 
  photos and our photos as well.  After this list was provided to the insurance company, they agreed to do 
  a global release.   
  The insured agreed to the global release from the insurance company.  They signed the form and sent it 
  back to the insurance adjuster. 
  
  Regarding the estimate for the dwelling damage, it was not overpriced.  We felt that the insurance 
  company estimate was extremely low.  Because they were low, we were taking the claim to appraisal to 
  try and rectify the pricing issue.  It is then that the adjuster asked for the signed and notarized proof of 
  loss.   
  
  We did not receive the checks on April 5, 2023.  The insurance company issued a payment at that time 
  
  but it went to the wrong address.  We asked them to place a stop payment on that check and to reissue 
  all of them to the correct address.  These checks (3 in total) were received by our accountant on April 17, 
  2023.  We are working those through our process for cashing. 
  
  In summary, if we had not gotten the initial denial of the claim overturned, if we had not revised the 
  contents list, the insured would have received no money for this claim.  The amount offered by the 
  insurance company in the global release is $155,553.62 for the dwelling, $18361.17 more for the 
  contents and an additional $6860.00 for loss of use than they would have received if the insurance 
  company would have stuck with the denial of the claim.    

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
   T
  [Provide details of why you are not satisfied with this resolution.]
  This is a misrepresentation of the facts and fraudulent statments. As provided with copies of emails from Hope Public Adjuster. ***** never attempted to turn o er the revised list before making his own from vague photos take of fire damage to the structure of the home. As I ha e spoken to the fire ******** that took the photos and he agrees he did not more debri nor did he move anything as far as personal property to photo damage to personal property left under debri. Had someone contacted him on our behalf he would have explain to him that there was no way all of the contents damage could accurately been depicted in the photos from the night of fire.

  The denial of claim only came after a contents list was submitted with the price inflation by Hope Public Adjuster. The claim was reversed because I was able to provide evidence that I only reported items I was told to report by the insurance company. Just as I was able to provide prof of everything on the contents list was in fact damaged in the fire or due to said fire.

  Hope Public Adjuster did not get the reversal of the denial, I in fact did. 

  Hope Public Adjuster is still unwilling to provide me with any type of invoice detailing what it is they are billing me for what services they claim to have provided on my behalf. Hope Public Adjuster still refuses to release our payments.

  
  Regards,
  
  ***********************

  
  

  Business response

  04/28/2023

  Hello *****,

  We have received your communication and understand the claims process can be frustrating to consumers when their claims are settled for less than what they would believe they are entitled to. Insurers do not always extend consideration for all claimed amounts. There are no guarantees in recovering from an insurer. We acknowledge your communication. Thank you.

  Customer response

  05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  MR. ******************** states in his own contract he will be paid 15% based on increased settlement. He stole over $20,000 and should be required to return it.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/11/21 Hope public adjusters received a check that was endorsed to myself and Hope public adjusters. Cole Kline is a representative of hope public adjusters. Hope Public adjusters is a public service establishment that is suppose to work in the best interest of their clients and the public. Mr ******************** has decided to delay my family funds to restore our loss. We are asking that Hope Public adjusters endorse the check so my family who is in hardship can make ourselves whole.

  Business response

  11/19/2021

  Hello **** and thank you for your review. Your review came after you notified Hope Public Adjusters you had an issue with remitting our full invoice for services rendered. The review is also in conflict with your email to Hope Public Adjusters on 11/18/21 in which you stated "I appreciate your firm supporting my family through this claim with "carrier" and would never not keep my agreement with Public Adjusters." 

  Customer response

  11/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [My complaint is in regards to Hope Public Adjusters Miss handling a check that needs to be endorsed back to me and my family for our loss. Cole Kline is refusing to endorse funds owed to me and my family for a loss. This is my complaint.
  
  Regards,
  
  *********************
  

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