ComplaintsforCEFCO National Claims Services, Inc.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/8/2022, my home was regrettably flooded due to storms that not only flooded my home, but also flooded homes around me. Due to health concerns with standing water that would result not only damage to my floor and walls, but also mold concerns as it was now impacting my wife's health and our safety. I worked with two companies to get the water removed. Once removed I was left with soak wood, wet concrete, and damage walls. Sometime after, CNC had sent an inspector to review my claim and provided basic information of next steps after providing receipts of used services. He described that ServPro would be the "standard used" to complete claim. After more than 30 touch basses over the course of 2 months, phone calls and messages, I am still left with no solution. Please place yourself in my shoes. I have been paying into my insurance for over 5 years and when an event actually occurs, directly impacting my livelihood, I could not stay I have received anything close to the "reliable and compassionate claim handling..." portrayed and expect a proper resolution as a policyholder in a timely manner. I have not only been ignored, but I have been pushed off. If my policy doesn't work when I need it the most, why have the policy at all?

  

  Business response

  08/17/2022

  Dear Mr. ******,
  
  We sincerely apologize for the difficulties you have experienced during the processing of your claim. We understand that it is very challenging on every level when a family experiences a loss to their home, and our goal is to always treat our insureds as we would our own family. We take feedback very seriously and are always striving to improve our services. 
  
  We have thoroughly reviewed your claim notes and would like to offer some clarification on the process. We understand that the process feels very long and drawn out when you have experienced a loss. Please know that we do understand that your claim is important and have been diligently working to settle your claim. 
  
  Your property was inspected on June 14th and the preliminary documents were completed and submitted to your carrier on June 29th. The final documents were due for upload on Monday, August 15 and were uploaded to the carrier on Tuesday, August 16. These timelines are within the carrier expectations for proper claim handling. Your claim was sent to the carrier for their final review on August 16th, and all final processing will be completed by the carrier.
  
  During the processing of your claim, you reached out for an update several times, leaving messages for your adjuster both by voicemail and through our online portal. Each message was returned within 1 business day. Messages left on Fridays and over the weekend were returned the following Monday when we returned to the office. 
  
  Again, we sincerely apologize for the stress and inconvenience you have experienced while your claim has been in process. We apologize for any delay in communication you feel you have experienced. Your claim has been fully processed and submitted by our company. Your claim will be finalized by your insurance company will be finalized as quickly as possible. 
  
  Please do not hesitate to contact us if we can be of any further assistance. We have appreciated the opportunity to handle your claim. 
  
  Sincerely,
  **** ******, Chief Operating Officer
  CNC Catastrophe & National Claims

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