Tuesday 1st of May 2018 01:43:23 PM
A pipe burst in my basement causing a 3 foot deep flood. I had recently moved in and all unpacked boxes were being stored there. My home insurance was paid in full for the year before I moved in. Initially, I was assigned an adjuster who contacted me quickly and spoke to me for a good amount of time explaining that I needed to document all of the repairs and items lost with photos and detailed descriptions. I felt good about our initial interaction, but it all went downhill from there.First, it took over 2 weeks to get the adjuster to come to the house to do the inspection. He had been adamant that we not throw away any damaged items and could store it all in black plastic trash bags temporarily. It was hard enough going through all of my personal items lost and recording them. Then, to have all of my wet destroyed items sitting and molding in bags for 2 weeks was extremely unpleasant. I could not get a hold of the adjuster via email, phone, or text and after 1 month, they paid a portion of the plumbing bill. I was able to get my adjuster's manager's contact info and tried to get her involved. They still have not paid the water restoration company, even after they submitted invoices 5 times, and had tried to contact my adjuster and his manager at least a dozen times. Now, I am having to pay that out of pocket to the tune of 4k+, as the bill is over 60 days past due. Also, they keep delaying the "review" of my personal items lost claim. It has been 10 weeks since I started this claim, and I'm preparing to take legal action. I have never been so distressed and frustrated with an insurance company like this before. It has been such an emotional process as I lost many irreplaceable things (including my wedding dress, photos, antique linens I have collected over 20 years, etc.) The insurance company deals with loss as their business, so how is it acceptable to ignore your customer, ignore their loss, delay processing of the claim, and put me in a position where I have to pay large sums of money out of pocket that they have agreed to pay directly to the restoration company & plumber. All in all, this continues to be a horrible experience, and I just want it to be over and done with. You can be sure that I will warn off all family and friends from using NatGen insurance, and I hope you will stay away from them as well. They prey on unsuspecting people who believe they are safely covered by purchasing their home insurance, and make the process so difficult in the expectation that you will give up.