ComplaintsforGreat American Insurance Company

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy Report# ******** Claim# ********* False advertising in deceptive service that American Insurances Group didn't provide for me as consumer is very disappointing.On 2-21-2024, I flied a Claim with this company in I've been very Transparent in compliant .I reached out to Bbb 4-11-2024 to reach a solution. On 2-22-2024 NaTosha D*****, Claims Representative | **************** ###-###-#### FAX ###-###-#### She briefly went over My Renters' Personal Property Protection policy by phone she explained that my policy limit is 2k. I will receive my full payment Once I the policy holder can provide evidence on my claim I *** ***** received from Natasha D. Loss submission sheet that was also notarized in faxed on 2-29-2024. This company is relentless in very unprofessional by reading thier False Advertising Claim of thier Protection Policy in renteral agreement terms If the storage company advertised certain security measures (like surveillance cameras, security personnel, or alarm systems) and failed to provide them, this could constitute false advertising or misrepresentation. If their failure to provide promised security directly led to the theft of your belongings, I just want a solution in good faith.

  Business response

  03/14/2024

  March 13, 2024
  
  
  *** ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: February 8, 2024
  Claimant: ******** *****
  Insured: ********* *******
  Loss Location: ********* *******
  
  Dear *** ********:
  
  We received *** ******* claim on February 21, 2024, which was reported to Great American
  Assurance Company (Great American) under her SureSmart Protection Plan purchased through
  her Rental Agreement with ********* Self Storage. Great American handles the claims filed
  through the SureSmart Protection Plan for ********* under a claims handling agreement.
  
  This theft claim is actively under investigation. We recently received the police report and have
  sent *** ***** a Contents Inventory to complete and return to us with her supporting claim
  documentation. As soon as we have the Inventory and claim support back, we expect to be able to
  process the claim and resolve it.
  
  *** ******* complaint lists several concerns that we cannot address, precisely the concerns over
  the protection plan advertising and building security measures. Unfortunately, Great American has
  no information on these issues, and as noted, we cannot address them.
  
  If you have any questions or need additional information, please do not hesitate to contact me.
  
  Sincerely,
  
  Robert M******
  Divisional Assistant Vice President
  Great American Assurance Company
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked car was hit by a commercial driver. The driver made a police report and I obtained the necessary information to get my car fixed. However, the insurance company is not answering their phone. I have left several messages and I have sent an email without any response. I believe this to be unethical. I. Red my car to be fixed. I’m just one individual agains a big company. I need some help getting through this people.

  Business response

  03/06/2024

  Are you trying to reach Great American Insurance Company? If so, what number are you calling? Based on the photo IMG_8784 it appears that you may be trying to reach ACE American Insurance Company, which is a different entity.

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a landlord insurance police what was not honored..They denied my claim.I sent them evidence such as repair bills and pictures of the damages.I sent them police report and the writ of possessions because the tenants had to be evicted.I explained them what i repaired so far but they still did not reimburse me.They have to pay for the loss of rent and damages according to their policy.

  Business response

  02/21/2024

  Please see attached response to this inquiry.  If you have any further questions, please submit to pdc.operations.*******************.
  
  Sincerely,
  Great American Insurance Group
  Pdc.operations.*******************  

  Business response

  02/23/2024

  See attachments.  Thank you.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The insurance company has been non-responsive in reguards to the insurance claim. This claim has been on going for a longer than should be time frame without resolution

  Business response

  12/20/2023

  December 20, 2023
  

  Better Business Bureau
  1 E. 4th Ste. 600
  Cincinnati, OH 45202
  

  RE: Consumer Complaint Case: ********
   Complainant: ******* ****/3rd Party Claimant
   Claim Number: *********
  Date of Loss: 11/13/2023
   Named Insured: ************** *********** ***
  

  To Whom It May Concern,
  

  Please allow this letter to be an acknowledgment and response of the above-captioned complaint.
  I recently received an email from *** ******* **** on this same file and advised that we are waiting
  for the damage appraisal from the independent adjuster. Mr. Ken E****** the Claims Representative on
  this file had a similar conversation with him on December 1st. Please find the emails attached. In
  addition, please note, *** **** does not have a claim or policy with Great American Insurance
  Company. Rather ************** *********** *** is the Insured, and they have a claim with Great
  American Insurance Company under their first-party property policy with us.
  

  Should you need additional information, please don’t hesitate to reach out to me at ###-###-#### or
  email ***************** .
  

  Sincerely,
  
  
  Samantha L******* **** ***** ***** ***** ****
  Claims Manager
  Property & Inland Marine Division
  Great American Insurance Comp

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I make my living on a boat running charters full time. On 10/26/23, I filed a claim after hitting something submerged running back in from offshore. Busted stringers (structural supports) and a crack in the hull were the result. They sat on my claim for a whole month before denying it claiming it was normal wear and tear. During that month, I was unable to work and had to refund customer deposits for all trips already booked. First, there is no way that type of damage is in no way "normal". Second, there is no reason for it to take a month for them to simply deny a claim. Why in the world did I pay premiums for so many years? I learned my lesson dealing with these crooks.

  Business response

  12/06/2023

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to your concerns.   Great American strives to perform a thorough, yet timely, investigation of each claim made under a policy of insurance, and to see that its insureds receive full benefits of those claims that are covered under its policies.   We’re sorry your claim lacked the desired outcome and that you felt it was not handled in a timely fashion.  
                Great American received first notice of your claim on Thursday, November 2, 2023, reporting the hull of your boat cracked from an allision with an underwater object on Thursday, October 26, 2023.   On Monday, November 6, 2023, we retained a certified marine surveyor to physically inspect your boat, which took place on Thursday, November 9, 2023, with both you and your chosen repair technician present.  Great American received the marine surveyor’s written report and findings on Thursday, November 16, 2023.  Great American completed its coverage investigation and advised you, in writing, of our final coverage determination on Tuesday, November 28, 2023. 
                As you know, the surveyor thoroughly inspected your vessel, both inside and out.  Unfortunately, he was unable to find any evidence of damage consistent with a recent submerged object strike, as reported.   Rather, he found that the claimed damages to the boat are a result of deterioration of the hull after 16 years of heavy use as a charter boat, further confirmed by the results of the scope of the interior hull.  As explained in our November 28, 2023 letter to you, physical damages caused by deterioration and wear and tear are specifically excluded by the terms and conditions of your policy with Great American. 
                While we know that it is hard to recover from the loss of your boat, the result of our claim investigation resulted in the denial of your claim.  We can provide you with another copy of the surveyor’s report for your records, if needed.  If you feel there is additional information that we have not reviewed that may have a bearing on the outcome of our coverage determination, please forward it to our attention.

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  

  This boat has only been a charter boat for 6 years and had minimal hours on it when purchased. I understand that normal wear and tear is not covered, but this type of damage is in no way considered accepted or normal. I've been around boats my whole life and have never had anything like this happen. I refuse to say I'm satisfied with your decision or your so called timely handling of this claim, but clearly customer satisfaction is far from your main concern. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a claim with this insurance company it's been over 2 months since estimate was provided and company has not paid or done anything. Claim # ********* . Clim adjuster Michael M***** has not dine anything and makes excuses that an adjuster has to come out which I have been waiting a long time. This insurance company is a fraud.

  Business response

  12/05/2023

  December 5, 2023
  
  Better Business Bureau
  1 E. 4th Ste. 600
  Cincinnati, OH 45202
  
  RE: Consumer Complaint Case: ********
  Complainant: ****** *******/3rd Party Claimant
  Claim Number: *********
  Date of Loss: 09/28/2023
  Named Insured: ** ******* ***
  
  To Whom It May Concern,
  
  Please allow this letter to be an acknowledgment and response of the above-captioned complaint.
  
  Our office recently received a ** *** complaint from ****** ******* on this same file. Our response is
  attached. In addition, please note, *** ******* does not have a claim or policy with Great American
  Insurance Company. Rather ** ******* *** is the, and they have a claim with Great American Insurance
  Company under their first-party property policy with us.
  
  Should you need additional information, please don’t hesitate to reach out to me at *********** or
  email ***************** .
  
  Sincerely,
  
  
  
  
  
  Samantha L******, 
  Claims Manager
  Property & Inland Marine Division
  Great American Insurance Company
  
  
  
  
  
  
  
  December 5, 2023
  
  *** ****** *******
  **** ***** ***
  ******* ** *****
  
  RE: Consumer Complaint Case: ***********
  Complainant: ****** *******/3rd Party Claimant
  Claim Number: *********
  Date of Loss: 09/28/2023
  Status: Open
  NAIC #: ***** Great American Insurance Company
  Policy Type: Commercial/ Motor Truck Cargo
  Policy Number: *** ******* **
  Policy Situs: **
  Named Insured: ** ******* ***
  
  Dear *** *******:
  
  Please allow this letter to be an acknowledgment and response of the above-captioned complaint.
  Great American Insurance Company wrote a Motor Truck Cargo Policy with ** ******* ***, who is a
  licensed motor carrier that primarily hauls auto vehicles for the general public. ** ******* *** was hired
  to transport a **** ****** ** ***** *** ****** from ****** ** to ******* **. The **** ****** **
  ***** *** ****** was damaged while unloading the vehicle.
  
  Please note, this is not a third-party liability policy (e.g., auto liability or general liability) but a first-party
  property policy. *** ******* is not and insured under our policy, and all claims are subject to terms and
  exclusions of the policy that we have with ** *******.
  
  On October 27, 2023, our office received notice of this claim. We promptly assigned a claims
  representative, Michael M*****, to investigate the loss, determine coverage and liability. Upon initial
  conversation with ** ******* *** on November 03, 2023, the insured informed Mr. M***** that during
  the unloading process, the **** ****** ** ***** *** ****** scrapped on the bottom of the trailer.
  Mr. M***** spoke with the claimant, ****** ******* on November 6th and 17th and informed her that
  the loss was being assigned to an appraiser to inspect and estimate the damage. At this time our
  investigation is on going, and we are verifying the damages associated with this loss.
  
  Should you need additional information, please don’t hesitate to reach out to me at *********** or
  email ***************** .
  
  Sincerely,
  
  Samantha L******, 
  Claims Manager
  Property & Inland Marine Division
  Great American Insurance Company
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Firstly, the name of this company is very misleading. Damaged Window Track Window Company didn’t file a claim and denied that workers damaged my window track Certificate Of Insurance - I was listed as Additional Insured. “Additional insured is a type of status associated with general liability insurance that provides coverage to other individuals/groups not initially named.” 10/24/23: General Liability Claim Submitted 10/25/23: Received an email from OG, GAIG Claims Representative. 11/ 08/23: Received a liability denial Please note Video and photos submitted as requested. At the time of this writing, there’s no window company who is willing to repair the window track only. These companies would like to change all the windows and window track. The window track is embedded in the building structure. This is a structural repair requiring an outside architect to plan, draw, review, and assess & submit scope of work to the building architect for review and approval. Some of the steps include but not limited to asbestos testing; hiring a general contractor, special inspector once work completed.

  Business response

  12/06/2023

  Please see attached response.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  GAIG Claim:  *********  
  Just to be clear , in as much as I would like to settle this claim,  my goal is to warn others to stay away from this company.  I would like for BBB to publish the details of my complaints.  If I can help others with what I am learning from this experience, that will be great!  With due respect, I never spoke to Mr.  Glenn A. C*****y, Divisional Assisyent, VP, Claims (Great American Risk Solutions Surplus Lines Insurance Company,). Mr. Glenn A. C****** didn’t  contact me in any way or form.  It was  Onno G****, AIC, AINS, PTC-1 Claims Representative  who contacted and communicated with me via  phone & email.  Please be reminded that all I wanted was, for Condor’s to clean the windows in my bedroom and living room. I didn’t expect the window track to be damaged by Condor’s Window Cleaning Corp.  workers. Condor’s came to my apartment on 08/23 & 08/25/23.  The damage was reported immediately to the Operations  Manager on 08/23/23.  Email and video were submitted to Condor’s Operation Manager the same day.  Screenshot of the email and video was also submitted to Onno G****.  
  Summary
  A Certificate of Insurance  was submitted by Condor’s Window Cleaning Company that meets the Condominum Management Requirements prior to scheduled  window cleaning.  I was listed as one of the Additional Insured.  This is one of condominium building management’s requirements.  
  6 windows panels: 3 window panels in the living room and 3 window panels in the bedroom.  The 3 window panels has  1 window track.   The window track is embedded in the building structure approximately 151 1/2 inches in length.  Each window panel is approximately 50 1/2 inches in width and 60 inches in height.  The middle window panel stays and place. The left and right window panels slides. 
  The windows were cleaned from the inside.  In order to clean the inside and outside of the windows,  the left and right windows were removed from the 2 window tracks (bedroom and living room) 
  If the damage existed  as claimed by Condor’s prior to the window cleaning, Condor’s workers will not be able to lift and remove the windows from the window track in the bedroom. 
  The attached document 4th paragraph sent to BBB Ohio by Mr. Glenn C****** cc’d to Ms. Leslie Mc**** stated that the Certificate of Insurance issued  states”the certificate is issued as a matter of information ….  only and does not provide for property  owned by any insured.”
  Comment:  These were NOT the exact words. Please see attached COI (Certificate of Insurance)
  Re: Additional Insured
  Additional insured is a type of status associated with general liability insurance policies that provides coverage to other individuals or groups that were not initially named in the policy. 
  With an additional insured endorsement, the additional insured will then be protected under the named insurer's policy and can file a claim in the event that they are sued.
  Adding an additional insured to your insurance policy means giving permission to another party to make a claim on your policy in the event they suffer property damage or personal injury as a result of something covered by your policy. 
  Additional Insured  aren’t a purchaser, but rather, they are covered under a policy someone else purchases. In most cases, this is usually done by subcontractors or vendors and is done to protect you as a property or business owner as required by contract or agreement.”

  Kind Regards,
  ***** *******
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid thousands a month for cargo coverage. Driver had a wreck and had a cargo claim. Total was 89k. Great American refused to pay for the claim saying I was not insured by them. And continued taking payment for months afterwards. Had issues with the broker and this accident resulted in the freight brokerage withholding 79k to pay for the claim. This lead to me losing my entire truck company. The accident happened in August 2021. The insurance was filed in May 2022 and refused by Great American.

  Business response

  11/28/2023

  Please see attached response to this inquiry.

  Great American Insurance

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed for a veteran tax exemption with the county clerks. It was sent to ********** Mortgage Services LLC in August 2023 and they did an escrow analysis, but did not include my exemption. So it has been resubmitted 2 more times after that and it still has not been completed. This is causing my mortgage payment to be $800 more than it is supposed to be and when asked where it is at in the process I get transferred and put on hold for up to 4 hours.

  Business response

  11/27/2023

  November 27, 2023
  
  Better Business Bureau
  Attn: ***** ********
  1 E. 4th Suite 600
  Cincinnati, OH 45202
  
  Re: Complaint ID: ********
  Complainant: ****** ********
  Loss Location: ***** ***** ***** ***
  ********* ** *****
  Our Claim Number: **********
  Our Insured: ********** Mortgage Services, LLC
  Policy Number: *******
  Insurance Company: Great American Assurance Company
  
  Dear *** ********:
  
  Thank you for the opportunity to respond to *** ********** complaint, which was received in our office
  on November 20, 2023. The nature of the complaint notes Billing or Collection Issues. *** ********
  further notes he has filed a veteran tax exemption with the county clerks. It was sent to **********
  Mortgage Services, LLC in August 2023 and they did an escrow analysis, but did not include my
  exemption. So it has been resubmitted 2 more times after that and it still has not been completed. This is
  causing my mortgage payment to be $800 more than it is supposed to be and when asked where it is at in
  the process I get transferred and put on hold for up to 4 hours. Prior to responding, I think it important to
  provide context around the insurance policy that is in place for the property.
  
  Great American Assurance (Great American) insures ********** Mortgage Services, LLC (**********)
  under policy *******. ****** ******** is the homeowner whose mortgage is held by **********. Our
  insured, **********, maintains a lender placed insurance policy, which is a form of insurance used by
  lenders to secure coverage for properties in their portfolios that are found to not have the required hazard
  insurance coverage. This coverage is intended to protect the lender’s (**********) financial interest in
  mortgaged properties and is not a personal homeowners’ insurance policy.
  
  In this case, the borrower (****** ********) did not maintain personal homeowner’s insurance.
  ********** placed coverage for the referenced residence under their lender placed policy as described
  above. This coverage became effective June 25, 2023, under Certificate **********. Under this policy,
  the ****** ******** is not an insured or additional insured. The insured is the lender (**********).
  
  The service issue noted by *** ******** involves his mortgage and is not related to the claim that was
  submitted. To address his mortgage concerns, the request would need to be addressed to ********** as
  Great American is the insurance provider for **********. Per the submission, *** ******** is in contact
  with ********** via phone. Below is the mailing address we have on file for **********:
  **** ****** ******* ****
  ***** ****
  ******* ** *****
  
  If you have any questions or concerns, or need additional information, please feel free to contact me at
  ###-###-#### or direct at ###-###-####.
  
  Sincerely,
  
  
  David W**** **** ****
  Divisional Assistant Vice President
  Great American Assurance Company

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a claim in September regarding pipes in my bathrooms rupturing in my walls. They sent an adjuster to look at it almost 3 weeks after claim was initiated, then only took pictures of the walls and floor as they were dry and I had the water shut off. Ignored the baseboards in my bathroom turning black and causing my family of 4 to develop a bad cough. When I followed up, the agent never answered my calls until I contacted a supervisor and at that point I was then told that I didn’t have water damage and that they needed another adjuster to come out. Then got excuses of “death in the family” “I have a lot of claims to process” and gaslighting tactics such as “my manager doesn’t need to be bothered by this, my job is to report to your mortgage” when all I asked was for a status update. The agent was extremely rude and defensive, commonly cutting me off and raising her voice. My mortgage forced this insurance policy on me when I made a claim to them.

  Business response

  11/09/2023

  November 9, 2023
  
  ****** ********
  ***** ***** ***** ****
  ******************* **********
  
  RE: Claim Number: **********
  Insured: ********** ******** ********* ***
  Insured Location: ***** ***** ***** **** ********,
  California **********
  Date of Discovery: 9/26/2023
  
  Dear ****** ********:
  
  As we discussed, the claim submitted under ********** ******** ********* *** policy has been
  resolved. Payment was issued to ********** ******** ********* *** in the amount of $12,859.01. The
  payment is based on the estimated Replacement Cost of the covered damage less the policy deductible
  $1,000.00.
  
  As you are not an insured or additional insured under the policy, you were not included on the payment
  noted above. You should contact ********** ******** ********* *** regarding any questions on the loss
  payment. ********** ******** ********* *** can be contacted at ###-###-####. A courtesy copy of the
  estimate is attached for your reference and to supply to your contractor.
  
  No actions taken by Great American Assurance Company in the investigation of this matter shall be
  construed as a waiver of any of the rights that may be available to it, including the right to deny or limit
  coverage. In addition, this letter should in no way be construed as a waiver or estoppel of any coverage
  position afforded by applicable law or the policy. If you have any information, whether or not requested
  herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our
  review and consideration.
  
  If you have specific questions or concerns regarding this correspondence, please contact me at ###-###-#### or via e-mail at *****************.

  
  Sincerely,
  
  David B*****
  
  Claim Manager
  cc: ********** ******** ********* ***
  ********* Business Corporation
  Encl: Estimate of Damage
  

  Customer response

  01/24/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ********

  Problem:
  This company refused to approve coverage for a damaged water pipe noting that they denied any damage occurred. After 3 inspections they approved but it caused black mold to spread throughout my house and causing my family to get sick. This company refuses to work with me further on this issue even though it’s a direct result of them refusing coverage.
  
  
  Desired Resolution:
  Repair
  

  Business response

  01/31/2024

  January 31, 2024
  
  Better Business Bureau
  Attn: ***** ********
  1 E. 4th Suite 600
  Cincinnati, OH 45202
  
  Re: Complaint ID: ********
  Complainant: ****** ********
  Loss Location: ***** ***** ***** ***
  ********* ** *****
  Our Claim Number: **********
  Our Insured: ********** ******** ********* ***
  Policy Number: *******
  Insurance Company: Great American Assurance Company
  
  Dear *** ********:
  
  Thank you for the opportunity to respond to *** ********** follow up to his original complaint, which
  was received in our office on January 25, 2024. *** ********** update complaint stated. “This company
  refused to approve coverage for a damaged water pipe noting that they denied any damage occurred.
  After 3 inspections they approved but it caused black mold to spread throughout my house and causing
  my family to get sick. This company refuses to work with me further on this issue even though it’s a direct
  result of them refusing coverage.”
  
  As you may recall, Great American Assurance (Great American) insures ********** ******** ********,
  *** (**********) under policy *******. ****** ******** is the homeowner whose mortgage is held by
  **********. Our insured, **********, maintains a lender placed insurance policy, which is a form of
  insurance used by lenders to secure coverage for properties in their portfolios that are found to not have
  the required hazard insurance coverage. This coverage is intended to protect the lender’s (**********)
  financial interest in mortgaged properties and is not a personal homeowners’ insurance policy.
  
  In this case, the borrower (****** ********) did not maintain personal homeowner’s insurance.
  ********** placed coverage for the referenced residence under their lender placed policy as described
  above. This coverage became effective June 25, 2023, under Certificate **********. Under this policy,
  the ****** ******** is not an insured or additional insured. The insured is the lender (**********).
  
  In our prior response from November 2023 we noted the following:
  A claim was submitted on September 29, 2023. The notice indicated on September 26, 2023
  “not sure of source but water company and gas company called to let them know that water is
  constantly running and sink in bathroom is leaking”. Claim ********** was created and
  assigned to Colleen S******. **** **** with ********** ********* ******* (***) was
  assigned to inspect the property. *** **** set an inspection date of October 4, 2023 with ***
  ********. On the appointed date and time, *** **** arrived, and no one was home. A text
  was sent to *** ******** with no response.
  
  A new inspection was set and completed on October 10, 2023 and the *** report was
  provided to Great American on October 12, 2023. The inspection noted a slab leak, but no
  physical damage was noted. The location of the slab leak was in the area of the kitchen and
  dining room. On review of the file, *** ******** was contacted on October 18, 2023.
  
  *** ******** noted he had hired a leak detection company (***** **** ****** ******) who
  advised of a slab leak. *** was requested to contact *** ********** vendor to secure the
  documentation regarding their inspection. Upon review of the *** report and the
  information supplied by ***** **** ****** *****, *** was requested to secure the services
  of ******** **** ********* (***) to validate the slab leak.
  
  The request was sent to *** on October 18, 2023 with a follow up on October 25, 2023.
  *** noted an internal error occurred and the assignment to *** was not completed. On
  November 3, 2023 the assignment to *** was completed and the inspection completed.
  
  The *** report arrived on November 8, 2023. Based on the documentation from ***, ALD
  and ***** **** ****** *****r, coverage was afforded for the loss. Payment of $12,859.01
  was issued to the insured, **********. The amount was based on the ***** **** ******
  ****** estimate to re-route the plumbing of $9,235.30 and the *** estimate for associated
  repairs of $4,624.01. These two amounts bring the loss total to $13,859.01. A $1,000 policy
  deductible was applied.
  
  *** ******** was contacted and advised of the resolution. A copy of the estimate as well as
  the contact information for ********** was provided as well. As the insured is **********,
  *** ******** will need to work with them on the funds for the repairs.
  
  As noted in the claim review above, coverage was afforded and a payment was issued to the insured,
  **********. As reported, the pipe issue was discovered by the local utility company as no evidence of
  water intrusion to the property was noted by *** ********. Documenting the loss was challenging due to
  the location of the plumbing in the slab. The initial inspection of the property found the dwelling without
  any damage. A second inspection was completed that determined a pipe leak had occurred in the slab of
  the home. Once confirmed, coverage was afforded and payment issued to the insured, **********.
  
  Great American was apprised of the new development of mold to the property when *** ********
  contacted us on January 24, 2024. Great American has advised the insured, **********, the claim has been
  re-opened to investigate the reported mold damage. *** ******** has been contacted and an inspection is
  being set to inspect the property to verify the repairs have been completed based on *** **********
  contractors estimate and to investigate the reported mold.
  
  If you have any questions or concerns, or need additional information please feel free to contact me at
  ###-###-#### or direct at ###-###-####.
  
  Sincerely,
  
  
  David W***
  Divisional Assistant Vice President
  Great American Assurance Company
  
  

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