ComplaintsforSecurity Mutual Insurance Company

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay home insurance through my mortgage company to Security Mutual. I noticed a few months ago, on more than one occasion, shingles from my roof in my yard, after heavy rain and wind storms. I reached out to Security Mutual to get someone to inspect my roof to assess damage and see if I needed to get it fixed. The roofer came out at Security Mutual's request and did an assessment. I waited the required 5-10 days before reaching out to them to find out what his report was. On or about the 11th day, the roofer reached out to me and offered to fix my roof. He told me that the company had approved his recommendation, which was to replace the roof, as there were a lot of shingles missing because of wind damage and based on his long standing work relationship with them and his experience in terms of his reporting, he was sure they would fix it. Since I had not officially heard from them (even after the 10 days), I reached out (on or around March 8, 2023) and for the past 7 weeks, I have called them 19 times. At first, they avoided me by giving me the runaround, and then I finally asked to speak to the supervisor, ***** ****** (not sure the spelling of the last name) who at first tried to tell me the roofer said only 10 to 20 shingles are missing and so I just need to replace them. Then it was well, we can't fix your roof because although we cover wind damage this is a maintenance issue. I have been requesting at every call for a copy of the roofer's report and to no avail. ***** first said they were not allowed to give it, then it was well we can't email it, so they will mail it and the last time I spoke to her which was April 13th, 2023, she claimed they had send me a letter March 29, which I did not receive and that she would send me a copy of the report with pictures. I have yet to receive anything. I feel there is some misrepresentation of the facts which is why they are withholding the report so as not to fix my roof. Thank you

  Business response

  05/05/2023

  The roof inspector was retained through ****** Roof Inspection Program, Inc. to provide an unbiased roof inspection.  We have provided the insured with a letter of coverage determination along with the required copy of the roof inspection report with photos and estimate.  Damage did not exceed the policy deductible.

  Customer response

  05/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The roof inspector was retained through ****** Roof Inspection Program, Inc. to provide an unbiased roof inspection.  We have provided the insured with a letter of coverage determination along with the required copy of the roof inspection report with photos and estimate.  Damage did not exceed the policy deductible. When I spoke to the insurance company, they told me that roof replacement was not covered under my policy, that it was a maintenance issue and I should fix it myself.  I told Donna I*****, the office manager, that we had only bought the house 3 years ago and that the damage to the roof was not wear and tear but wind damage.  She then said that they cannot fix it because the wind damage happened over a period of time.  This company is using all kinds of excuses to not fix the roof.   The roof inspector himself reached out to me to offer his services to fix the roof because he was sure the company would approve it.  This is someone who has worked with them for many years and is accustomed to writing these reports.  I have forwarded the report that I got from the insurance company to the roofer himself to make sure that nothing was changed in the report.  If I find that anything was changed, I will take further action. Regards,  ******** *********  

  Business response

  05/09/2023

  We acknowledge that ******** ********* does not feel the complaint is resolved and wants a new roof.  We encourage her to review our letter of April 24, 2023 along with the roofer’s report. We do not have the identity of the roofer obtained through the ****** Roof Inspection Program, Inc.  According to the information available to us, the roof was 20-25 years old and missing 10-25 shingles.  The damage is not all from a single storm event.  Policy provides coverage for sudden and accidental damage and specifically excludes any loss caused directly or indirectly from normal wear and tear with contributing weather conditions.  Any possible covered wind damage would not exceed the applicable deductible(s). The claim was handled in accordance with the policy based upon information available to us.  Should she feel this information is incorrect, we suggest she advise us in writing to the address shown on our letter so that we may address her concerns.

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