ComplaintsforZAI Trust

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sold my house on March 12, 2021 and a condition of the sale was to have the asbestos attic insulation removed. We provided the ZAI Trust claims paperwork and required documents to ZAI Trust and they are refusing to answer my emails or phone calls regarding my claim. I filed the claim in June of 2021 and was told it takes up to 6 months for the claim to be processed however it has been almost 9 month and they will not respond. They asked for documents that were already given to them several times. I have provided them with everything they need, and they are refusing to handle my claim in a timely manner. I continue to get told the process is on schedule however it is not. I was told I would have answer on my claim in December of 2021. After not receiving an answer, I contacted them again in January of 2022 and they informed me that I would have an answer by the end of the month. I still didn't receive an answer. As of Feb 2022, I have still not received an answer. They continue to tell me that the claim is on schedule without providing me an official date. They don't respond to emails or voicemails left on their answering machine. They have also hung up the phone and intentionally ignored the phone ringing while I was trying to call and get details about my claim. They are asking me details about a life insurance deposit in my bank account that has absolutely nothing to do with the claim. I have attached supporting documents they require and emails with corresponding dates as examples of the non-response from them. They have also asked for extra information that is not a required part of their claim's forms.

  Business response

  03/17/2022

  Business Response /* (1000, 8, 2022/03/03) */ This complaint came to our attention today. The complainant is wrong or misinformed with respect to the bulk of his allegations. It is true that the process often takes longer than we would prefer and we understand any claimant's frustration in that regard including Mr. *******'s. However, we are obligated to follow the Trust Distribution Procedures and doing so for thousands of claimants takes a while. Those procedures include making an effort to ensure that reimbursement isn't paid for something that has already been reimbursed. It is also the case that the Trust will eventually refuse to accept calls from any complainant who is abusive or uses foul language towards the staff. The claim will continue to be processed but direct interaction with the staff will cease. In this case Mr. *******'s claim continued to be processed and has, in fact, already been settled and paid minus an amount that was claimed but upon close inspection had already been reimbursed. Consumer Response /* (2000, 11, 2022/03/03) */ Hello Regina, ZAI Trust contacted me via phone call and they said the issue has been resolved and the check should be in the mail as of 2/28/2022. I have not received it yet. If it doesn't come I will notify you. Thank You, **** *******

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