ComplaintsforMaison Insurance Company

• Initial Complaint

  11/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  9/7 employee states rent assist covered. I have loss of use. 9/11 employee states rent assist covered.9/14 no call back as offered.9/30 the only time desk adjuster has spoke to me: states rent and storage unit covered. 10/13left message.10/22 message. 10/25 spoke to supervisor:NO loss of use covered. Requested denial letter. Emailed request for denial letter also. 10/26 emailed request for denial letter. 10/28 left message for desk adjustor with request. 10/29 left message for supervisor with request. My Insurance agent left message with desk adjustor. I had informed all that my 60 day appeal deadline for FEMA is 10/29 and that I need this letter ASAP. I am in need of housing assistance from FEMA. Up until 10/25 I have told rent would be cover, send receipts. On 9/30 I sent pictures of all the damage that I saw including the roof leak into attic that adjustor did not see. I did not get a scope of loss until 10/25. Field adjustor came out on 9/2. This report is missing all the damage that I emailed. I was told take more pics, send contractor estimate and they may send another adjustor. My complaint is the lack of concern and not doing the work in a respectful timely matter. Everything I have read is that a loss estimate should be received within 30 days of field adjuster report. Now because of the lack of concern and miss information given, I will not be able to get housing assistance from fema. I have missed deadline because of Maison Insurance. They do not care

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/16) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and been in touch with the customer to address each of the listed concerns. The manager extended a sincere apology for the delay in getting the denial letter out for the loss of use and storage rental. At this time the claim has been paid and insured has been made whole for their hurricane damages. The claim is now closed. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This statement is completely false. No one has called. No one has left a message in regards to this. And absolutely no one has apologized. The claim is not closed. I have not been fully paid and have not received any response in regards to the emails I have sent and the estimates sent. Business Response /* (4000, 9, 2021/11/26) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and been in touch with the customer to address each of the listed concerns. At this time insured is going to send over documents regarding her chimney, once received then I will send out to field adjuster to review for possible supplement. We also discussed emergency evacuation and will be processing payment for her 14 days that she was away from home due to Hurricane Ida. The file will remain open until supplement is resolved. The insured is dealing directly with the claims manager until file is resolved.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Maison claim number XXXXXXXXXX policy number LH-XXXXXXXXXX-XX Insured: ***** ******* I had lightning hit my roof on 8/11/2021. I filed a claim with Maison. I paid 10,981 for coverage c personal property repairs and replacements. I received 9086 from Maison. This leaves a shortfall of about 1,800. It is now over 10 weeks and I am not fully compensated. Maison has closed my case on 10/27/2021. During the last month I have been constantly emailing ******* **** adjuster and **** ****** supervisor trying to resolve the shortfall. I have asked 7 times for a detailed accounting of all receipts I submitted and what Maison paid on each. ******* **** outright refused and **** ****** said nothing. ******* insists I was paid for everything bu t refused to provide item by item payments made. I begged for this since it would instantly clear up everything. These cries fell on deaf ears. I believe they underpaid me purposely and are not willing to share. ******* has been insisting she paid everything but the numbers don't add up. I want to be paid the shortfall or be provided a detailed list of each receipt, its amount, amount paid, and total. This is transparency and should have been done without asking 7 times Thank you ***** *******

  Business response

  12/02/2021

  Business Response /* (1000, 10, 2021/11/12) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. Maison has issued payment on the contents damaged by lightning confirmed by an independent consultant. Maison has provided settlement letters and estimates to the insureds. The claim is closed at this time as all claim concerns have been addressed. Consumer Response /* (3000, 12, 2021/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Maison's answer is a joke. They have not addressed all issues and have underpaid me based upon submitted receipts. This case was closed by Maison on 10/27/2021. I filed this claim and another with LA insurance Commissioner. After that they said there was a math error and paid 846.14. They are still short about 959.00. This is a very simple problem made complicated by Maison to save them money. I submitted paid receipts for 10,891.30. They paid me 8,932.15 plus 1,000 deductible for a total of 9.932.15. This leaves a shortfall of about 959.00. Maison will not even attempt to resolve this even after some 40 emails. All I ever asked was a detailed accounting which would have made this obvious. I submitted my own spreadsheet to them many times also to you and to the La ins. commission. Another copy is available upon request Total receipts submitted 10,981.50 Total paid plus 1,00deductible 9,932.15 Shortfall 959.15 This is simple math

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today is 10/26/2021. I am still waiting for the claim to be reviewed by ****** from IDA 2 months ago. Why is it taking so long to review a report turned in by their adjuster. Please get this done so I can get my belongings out of my back yard and my roof repaired along with other repairs inside my home.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/10) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and been in touch with the customer to address each of the listed concerns. The manager extended a sincere apology for the delay in handling and explained the delay was due to required revisions needed on the estimate before it could be approved. The revisions were completed, and payment was issued to the customer on 10/26/2021. Additionally, the customer's incurred mandatory evacuation expenses have been reviewed and payment was issued to the customer on 11/07/2021 for reimbursement. The claim is to remain open while the customer works on preparing the inventory of damaged personal property being claimed. Once received, the list will be reviewed and addressed appropriately.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Numerous claims with Maison Insurance have not been addressed. One only partially addressed.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/10) */ CLAIM #: WOXXXXXXXXXX POLICY #: LT-XXXXXXXXXX INSURED: ***** ****** We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. Review of the claim found there was a delay in obtaining the field inspection report. The desk adjuster attempted to contact the customer immediately once the report was uploaded on 10/14/2021. The claim payment was submitted to management for approval and issued to the customer on 10/25/2021. The customer submitted a contractor's estimate for review on 11/03/2021. A follow up call acknowledging the submitted estimate occurred with the customer on the same day. The claim is open, and the desk adjuster is in the process of addressing the submitted supplement. CLAIM #: WOXXXXXXXXXX POLICY #: LT-XXXXXXXXXX INSURED: ***** ****** We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. Review of the claim found there was a delay in obtaining the field inspection report. The inspection report was uploaded on 10/21/2021. The claim payment was submitted to management for approval. The payment processed through the approval process and was issued on 11/07/2021. A settlement call with the customer occurred on 11/08/2021. The desk adjuster emailed the customer the claim estimate and settlement letter. The claim is closed at this time as all claim concerns have been addressed.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house was heavily damaged from Hurricane Ida. I reported my claim on 9/1 & it has now been 54 days. I have had no progress with my claim. Myself, my husband, & our three pets are currently living in a small bedroom inside of our unlivable home while Maison continues to drop the ball on our claim. My field adjuster came to assess our damage on 9/10. My desk adjuster was changed twice & I was not notified either time. I called my desk adjuster about mold mitigation on 9/8. A company came to do the demo on 10/5, leaving after dark with our house covered in insulation to the point that we had to find a place to sleep that night. I tried to call my adjuster, no answer. At 8:30PM, with our pets, we had to find a place to spend the night. The mitigation company did not mitigate the mold. My adjuster didn't answer, so I called the company back. They informed me that was all my insurance hired them to do, water. So after all this time, we were still living with mold, breathing it in daily. The 2nd time my adjuster was changed, my new adjuster was out of the office for 5 days while I was trying to contact him about mold mitigation. I am scared that my family will develop health problems due to prolonged exposure to mold. I called customer service to complain. Two people told me they would send a notification to my adjuster's computer to contact me back. He never did. I had to call him. They also told me my field adjuster never sent in his report. I called him. He told me the report was in on Sept. 12th. I got in contact with my new adjuster on 10/19. He sent an email and told me to give 48 hours for a mitigation company to contact me. I called him back on 10/21, he told me, while I am breathing in mold 24/7, to give another 48 hours, but that would be a Saturday so we would wait until Monday. I tried calling him Saturday, no answer. I tried to call 10 times today, no answer. I am extremely disappointed & disgusted in the way that this company is handling claims.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/09) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and been in touch with the customer to address each of the listed concerns. The manager extended a sincere apology and provided direct email address in order to submitted remaining receipts and contents being claimed. In conversation with the insured, the supervisor confirmed that the mold remediation has taken place to the insured's satisfaction. Additionally, the customer informed the supervisor that the mitigation company removed more than what was included in the estimate. The supervisor advised the customer the mitigation company utilized is one of our vendors, so the desk adjuster will request the mitigation invoice to reconcile with the claim estimate. The customer understood and had no further questions at the time of contact.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim was filed for Hurricane Ida 9/1/21. Field adjuster came to my home on 9/7/21 & deemed home unlivable with extensive roof damage. Maison sent a company 9/1 - 9/6 to tarp roof, however it was poor. It continued to rain causing further damage. Immediately I took pictures/videos, & had it tarped properly. I'm on 2nd desk adjuster, whom I've spoken with 4 x's since claim, due to calling customer service & escalating call/complaint. I've spent an estimate of $18,500 on immediate remediation to avoid further damage out of pocket, and loss of use expenses. I have a daughter & we are without stable housing. I continue to request assistance from my ******* ********, adjuster to approve temp housing. Both the housing company and I have called/emailed several times. He makes several false promises. I've not received funds or a settlement. I reached out on FB & was told to email the complaint address, still nothing. I've sent several emails with receipts since 9/10. Roof/fence/patio/AC damage

  Business response

  11/15/2021

  Business Response /* (1000, 9, 2021/11/02) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and been in touch with the customer to address each of the listed concerns. Since receiving the complaint, the field adjuster's report has been reviewed and claim payments issued to the customer. The manager extended a sincere apology for the delay in handling and advised an additional payment for Loss of Use would be issued, which was later issued on 11/01/2021. The desk adjuster is in the process of addressing the mitigation invoice, remaining mandatory evacuation receipts, and contents for the customer.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this letter to in regards to the flood damage I obtained from Hurricane Ida on August 29, 2021. I had substantial damage to my home as a result and took in about 4 to 5 feet of water. My home was and still is deemed unlivable. I opened a claimed and it has been more than 30 days to which no one has contacted me. Policy # is LH-XXXXXXXXXX-XX. Claim # HOXXXXXXXXXX. I have flood insurance with Maison Insurance company and my claims adjuster is ****** **** I have called on several occasions and sent emails as well. No one has called me back. I need help getting my claim processed so I can get my house repaired.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/29) */ We are in receipt of the consumer's comments listed in the complaint Case Description and Desired Resolution. A claim manager has reviewed the file and given direction to the assigned desk adjuster to contact the insured. The insured was contacted and advised this claim was filed under the homeowner's policy and any flood related damages would need to be addressed under the customer's flood policy. The customer understood and stated all claim concerns have been addressed on this claim. All claim payments applicable to this policy have been issued to the insured. The desk adjuster has completed a final review to ensure all aspects have been addressed before closing the claim.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been 44 days since I've lost my home in hurricane Ida. Field adjuster hasn't sent in my report yet to desk adjuster. Desk adjusters keep getting switched on me. First it was Rafael then *******, then it was supposed to be their supervisor. I've called and left numerous messages with every single one and told them the hours I could be contacted and they still call when I'm not able to get to my phone or my paperwork. They are very disorganized and unprofessional! I'm currently in need of temporary housing so renovations can start. My house is full of black mold and I have no where else to go.

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/13) */ In order to reply to this complaint, please provide a claim number. Consumer Response /* (2000, 7, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) My claim number is WO XXXXXXXXXX and I'm still waiting on a response to my need of temporary housing or cutting my check so I may find a better place to live in.

*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. ↩