Thursday 21st of September 2017 03:33:12 AM
We are 20 months into a dispute with Hartford Insurance. We have been model customers for 13 years with no claims and consistent on-time premium payments for our homes and automobiles. We had extensive water damage in our home of 23 years in December 2013. The project manager of the water mitigation company worked under Hartford's direction. The service invoice was submitted directly to Hartford. The check was sent for us to endorse, without documentation of work performed. Our requests for the invoice were ignored. Hartford and the project manager constructed a restoration settlement amount but the project manager was unable to hire subcontractors with the amount he had "negotiated." In his own words, he could not do the job because "To be honest with you, this is more than I can handle." There was never a contract so there was nothing to terminate.In accordance with the instruction from the first of 6 Hartford adjusters, we obtained an estimate from an established, reputable, local contractor. Hartford rejected the estimate. We hired a public adjuster to represent us. Hartford paid a Professional Engineer (at a cost of approximately $350/hour) to minimize their payout. Our public adjuster worked very hard for many weeks to answer questions and to come to an agreement with the Professional Engineer but to no avail. The next step was to take the claim to appraisal. We hired a certified appraiser. Hartford rejected the appraiser's estimate. Hartford then hired three representatives from Hexagon Insurance Services (who were paid to drive several hours from Michigan to northeast Ohio and back, lodgings, and all other expenses). Hexagon declined to confirm the validity of the certified appraiser's estimate, partially based on information provided via email by the project manager who is now the owner of a local Servpro franchise. An umpire was brought in. False information from Servpro of Geauga County that negatively impacts our claim was sent to the umpire via Hexagon. Hartford has paid expenses for a Hexagon representative to travel two additional times to our home.Bottom line: There appears to be an unethical relationship between the water mitigation project manager, Hartford, and Hartford's hired representatives in which they conspire to deny payment for portions of valid customer claims. These actions are in direct violation of the law that requires insurance companies to act in good faith and deal fairly with persons they insure.In the meantime, everything is on hold. Our home is deteriorating. It is uninhabitable. The village where it is located is taking action against us. Our expenses include payment for public adjuster services, payment for certified appraiser services, payment for umpire services, payment for contents claim representation, and travel expenses. At this point, our expenses amount to well over $24,000 - which must be paid from the claim settlement and these are just the tangibles. We have not received a single cent in loss of use payments despite the fact that we have been unable to spend holidays and months of seasonal time for 20 months in our home of 23 years. Ironically, had Hartford added the dollars to the claim that it has spent acting in bad faith, it could all have been settled. There is no fair dealing here.A similar complaint by Shirley of Cass City, MI on June 18, 2014 appears on this website (https://www.consumeraffairs.com/insurance/aarp_homeowners.html). Please note: Shirley's complaint does not implicate the aforementioned project manager (and current Servpro franchise owner). It does, however, describe a similar relationship between Hartford and Servpro in another location; and it mirrors our experience with the current owner of the Servpro of Geauga County franchise and Hartford.