Homeowners insurance and roofs question

happy@home · #1 11/04/10, 10:25 AM

We had wind damage from the bad storms that went through last week. We have been trying to get the insurance company out so that we can file a claim and they are dragging their feet with it. Part of our damage is the roof. They keep asking me how old it is and I have no idea, over 6 years since that is when we bought the house but I don't know the exact age. The roof is covered by our insurance if it was damaged by the wind and it was. Does anyone know if it matters how old the roof is and how I can find that out? I can't get a straight answer from the agent.

Harry Chickpea · #2 11/04/10, 10:36 AM

It should not matter. Inform the agent in writing (certified letter) that any further delays may result in damage to the interior of the house, and send a copy directly to the insurance co. home office. If you have an attorney, cc. him as well.

Tiff · #3 11/04/10, 10:39 AM

I am sorry to hear about your problems ... I have been in insurance for almost 20 years so I have a little bit of insight and advice for you. Keep in mind that with most companies, if you file a claim, even if they pay ZERO, many policies nowadays will INCREASE in cost because you filed that claim. Now some companies and some "older" policies do not do this, but it is more common that claims do affect your rates, just like as if you have a car accident. If your agent is not jumping up to help you when you need them the most (during a claim), go over his head. There is NO excuse for poor customer service, and if your policy is a "replacement" policy (and not an ACV/Actual Cash Value policy), then it does not matter how old your roof is. Unless there is proven, pre-existing damage, then sometimes there are issues with claims.

If it were me personally I would first call a licensed roofing contractor in your area to get them to come out today hopefully. Repair estimates are free, and even if you find out that an adjustor or other company is coming out as well (sent by the claims office), it never hurts to have a second opinion. Try not to use a "friend" as sometimes that muddies the waters. Then call the insurance claims office directly (not the agent) and see if a claim has been filed. If it has been filed, ask when an adjustor will be coming out. If it is scheduled, great, the agent is out of the loop. If it was not filed, file the claim with the person you are talking to at the claims office, and then ask to talk to a supervisor. Complain about the agent to the supervisor. Then (only if the claim had not been filed by the agent) call your Department of Insurance and Complain. Then call the companies corporate office, say you are having a problem with an agent and you need to know who to complain to, that you have already filed a claim with the DOI. Lastly call the agents office and tell them what you have done, try to talk directly to the agent and not to the staff, because the staff is normally not the problem. I have worked for several agents, and many are lazy and just sit and take your money without ever actually helping you when you need them to. Good luck!

happy@home · #4 11/04/10, 11:08 AM

Thanks for the help. After an intense discussion with the agent yesterday he decided that sending in a claim and having an adjuster come out would be a good idea. Apparently if it is catastrophic (according to the amount of claims filed in the area) our rates will not go up for filing a claim. There are enough claims for it to catastophic so we shouldn't have a problem with it.
The agent suggested a roofer in the area to come out and take a look last week, surprisingly enough I found out he is related to the agent. So I'm trying to find a different roofer to get an opinion from.
We will be either looking for a new insurance company or a new agent when this is done.
Thanks for the help Tiff, hopefully we won't have to go through all that but it is good to know the steps to follow if we do.

Tiff · #5 11/04/10, 12:08 PM

You are most welcome Happy@Home. IMO if you are going to change companies, try and do it NOW (as in today), because even if your current company won't increase your rates, it is likely that most new companies would be pricing you higher because you are no longer "claim free" (again this is regardless of "catastrophe" or "zero-paid". So if it was me, shop now, because you might very well be stuck with your current company for up to 5 more years

Most companies when you call for a quote will ask you if they can run your claim and credit history ... it is the only way to get an accurate pricing, so agree on this. It does not affect your credit score because it is a "soft hit" rather than an actual inquiry. "Loss Information Systems" aka LIS is the system used by most companies, the LIS is updated about every month, sometimes more often, so the longer the period between when your claim was, and when the LIS is updated, that claim might show. So if it was me, I would be shopping now, most companies can give you prices and write your new policy the same day. You can ask them to write the new policy effective February 1 or some date in the future which corresponds with your current expiration date, or you can ask for it to just be effective now. It would not affect how or when your claim will be paid. But like I've said the longer you wait, the more likely it will be that you would not be able to leave your current company if you wanted to.

Belfrybat · #6 11/04/10, 03:16 PM

You've gotten some great advice. If you are happy with the company and it's the agent who is the problem child, you might call the company and ask what other agents in the area represent them and change to that agent. I had to do that several years ago with my auto policy. I'm still with the same company, but getting much better service with the new agent.

Oggie · #7 11/04/10, 03:33 PM

Some policies now consider the usable life of a roof to be 25 or so years. If your roof is say, 20 years old, that will only cover a percentage of the cost of replacing the roof. They figure that you have gotten 80 percent life out of the roof, already.

You have to read the fine print (usually written by cats) of your particular policy.

Tiff · #8 11/07/10, 10:52 AM

if you have a "replacement" policy, it doesn't matter if your roof is 30 years old and a 25 roof life ... now if it is an Actual Cash Value or Depreciated Value (different terminology used by every company) then they can give you pennies on the dollar ...

With most companies where an agent is an "owner" of the policies, if you change from one agent to another, the "new" agent will never make a dime for the work they do for you. The "old" agent will always receive the renewal premiums because they technically "own" you. It is a thorn in the side of many GOOD agents, they work so hard to keep their clients happy, and then they get stuck taking care of the BAD agents ticked off clients.

What is the status now Happy@Home?