ComplaintsforClaim Process LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Claims Process USA agreed to a free inspection of my home and 10% of whatever is recovered. My roof replacement cost was $16,943.56. Claims process received $11,103.17 and they claim Im to receive $5,840. They took nearly 70% of my claim. They are not repairing my roof or doing any work to earn that much money. Theyre giving me the run around and are hard to reach.

  Business response

  07/25/2024

  This situation has been already address with the insured itself. Please see attached the threat explain this:

  Regarding your claim, since your husband did not allow me to explain it to you, this payment of $5,840.39 is NOT THE FINAL PAYMENT. It is called an Undisputed Payment, which means it is a payment sent by the insurance company without discussing it with your public adjuster. This payment is based on the estimate made by the insurance company on the day of the inspection of your property, where our Claims Process representative and your insurance company's inspector were present. This is a normal procedure within insurance claims involving public adjusters.
  
  Your claim IS STILL ACTIVE at this time; your insurer has not been diligent in processing the adjustment. We have sent several emails with the information and evidence for your case, as you can see attached. To date, the only time they have sent us anything was on June 11, when I called State Farm to request the estimate after you informed us that you were notified through the app about the payments sent both to you and to the mitigation company (the company that performed the drying with machines on your property and placed the tarps on the roof).
  
  The claim was opened on March 8, 2024, and after several attempts, we were able to schedule the damage inspection with your insurance on April 19.
  
  As a firm of public adjusters, we charge 10% of the compensation obtained for the client, as stated in the contract. The payment of $11,103.17 is for mitigation services, as shown in the screenshot you sent, directed to Oak Restoration, not Claims Process. We do not profit from these services.
  
  Why are these services performed?
  
  The insurer needs the water entry to be stopped as soon as the damage is discovered, as stated in your policy. Otherwise, they can blame the insured for negligence and deny the claim.
  This prevents the appearance of mold on the property, which worsens the damage and could cause health problems.
  By placing the tarp on the roof, further water entry that could reverse the drying already done is prevented.
  It serves as proof of loss for the insurance company to support the damages to your property since this company makes a report with thermal cameras, moisture meters, and thermometers reflecting the moisture levels caused by the damage.
  This payment does not come out of your compensation for damages. All insurance policies have coverage for emergency drying services, so it is free for you as the payment does not come out of your pocket; your insurer pays for it. Regarding the price of the work, the company knows the market prices for these services, which your insurance accepted and agreed with the service quote; otherwise, they would not have performed the service.
  
  
  
  
  

   

   

  Customer response

  08/02/2024

   
  Complaint: 21904665
  
  I am rejecting this response because:

  
  Firsthand they do not inform consumer of the real process. I was told that this water restoration was just to measure and prove to insurance company that there was damage to roof. They were not going to charge for this as it was part of the process. They only fee they would be getting would be the 10% mediation fee after they had produced all evidence to insurance company. They informed me that they do not do repairs nor recommend contractors. Furthermore, they left damages on my ceiling and markings on my floor. The markings on floor in living room  where the defective machine was placed that leaked water to my floor. We were told to shut that machine off. The tarps were not placed correctly and blowing all over the place. I called and sent pictures to show them, but they never came to replace or remove them. 

  Next, the misinformation is that I was only able to speak with ***************************** after waiting for a call back from her for over to weeks. My fiance finally went directly to the office and had to knock several times before being let in. Once there, he immediately called me and put me on speaker phone so that ******** could explain the delay and charges. In a very demeaning tone she told me that they do not work for free and deserve to get paid. Mediation and that water restoration cost a total of $11,103.17.  And that the check i was to receive in the amount of $5,840 was a check in good faith (her words "cheque de buena fe") and that they were working on it. Once I heard her tone and her response I asked my fiance to leave that office immediately. I knew what they were doing. They need to review their cameras for that date so that they can in full hear the total conversation and not spread lies. It wasn't as she responded to me in the email afterwards. Please see stub from insurance company and nowhere one there is written check in good faith. It reads, "ACV payment for Total Replacement." I've included a copy of that as well. I was also told this would be a matter of 60 to 90 days in total. Once they received their big chunk of the money, the rest is supplemental and proof is need in order to receive it in total or some of it. If it were to happen are their intentions to take that as well? They have not answered that question either. 

  In the course of all of this I have spoken to several different agents. I first spoke with several other agents at beginning then ****** in May, ***************************** in June and now *********************.  They continue to transfer you to someone else. So to get a good answer is hard as they never know and say you will get a call back. They have not been able to give me a solid response or explain why they are so bad at communication and answering legitimate concerns regarding my case.  In fact, on May 29th I had to send ****** a copy to prove that they had received a check from the insurance company in May One of those pictures they sent to BBB was sent by me. My handwriting is on the top. I had to actually send them emails and communication from insurance company so that they were aware of status. I did the work.  There is not just one single agent assigned to my case.  I can read from *************** email to me and see he is unaware that ****** didnt handle all my calls. This only proves to me they have no communication skills, or are very dishonest, unprofessional, and negligent to the clients. Lastly, my check is dated June 26, 2024 for whatever reasons I am unaware of. They got paid more than a month before I received a check and no repairs were done on my property by them to merit what they charged insurance company. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company was supposed to help me with my flood insurance claim with my insurance company they where sent $76392.41 from my insurance company and did not give me any of it they robbed me

  Business response

  12/04/2023

  The payment for Mr. ******* ****** has been successfully processed as of November 28th. Despite a slight delay with our bank, the transfer has been completed, and Mr. ******* has received the funds accordingly.
  Attached are the statement confirming the payment and the receipt for the wire transfer.
  
  
  
  
  
  
  
  

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: they put me thru misery times can sleep at night depression for days they wrote me 2 bad checks one is enclosed  this went on for 2 months they also keep 16 thousand for nothing but trouble was suppose to help you but did not made things worse. chase bank kicked me out of there bank i can no longer due business' there because of clams process company  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted with Claims Process USA in December 2022 to negotiate with my insurance company for water damage from hurricanes. At the beginning they were all attentive until I began to call because the tarp they put over the garage was loose and flapping over the garage door. The Mitigation team came out and peppered the roof with staples to secure the tarp. I called in April to see what was going on. I was told that the check was at my mortgage company and I should contact them to speed up the process. When I called my mortgage company they did not know anything about a check, so the girl who gave me that info, lied. So, I waited for another month and called ***** **** to see if the had any info and I was informed that a check for $43,365.09 resulting from negotiations being finalized and was cashed in April. There were 3 payee's on the check. They do have POA for me but, they do not have a POA to sign for my mortgage company, but on the check whoever endorsed the check for *** Mortgage was not authorized to do so. I have repeatedly called and no calls were ever returned. I went by the office last week and see posted on the door that an appointment was needed, so as I sat outside their office and called. Luis answered and said he'd have to find out about setting an appointment and put me on hold, I was on hold 20 minutes before I hung up and called back and got a voice mail. They got their fee and appear to have no inclination to fulfill the last part of our contract.

  Business response

  09/01/2023

  Mr ******, was paid all the amounts received by ******* Insurance minus representation. As you can see in the documents attached, we did not keep any of the compensation we got from ******* Insurance and statements were signed by the insured supporting that they have received their checks. All the amounts that ********* sent were paid on time to Mr ******, any small delay is due to a large number of checks received and we have only one accountant doing this job. Also the mortgage company doesn't have a dedicated department to endorse the insurance check so its a small delay. 

  Business response

  09/19/2023

  Mr *******

  Regarding the Mortgage endorsement, On our system is address that the check was sent to the mortgage *** MORTGAGE SERVICES. Regarding the payment that you are addressing for 7,120.69$ is a payment regarding the mitigation services performed on your property on 12/22/2022, we don`t have control on the financial department from the insurance company issuing the checks, they issue 2 deafferents checks since one of them its for the rebuild / dwelling and the other one (7,120.69$) for the dry out / mitigation services performed on the property. Since we were your public adjuster for the case we have to make sure to settle every invoice associated to the claim.

  if you have any questions regarding why GP Restorations charge that amount, you can reach out directly to them.

  Their phone number: ** ***** ********

  Email address: **************************

   

  Customer response

  09/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: At this point, I see nothing else can be accomplished here. There hasn't been anything constructive out of this. and let me repeat, *** MORTGAGE NEVER GOT THE CHECK, THEY NEVER ENDORSED THE CHECK. Whatever address you have is/was wrong or you are trying to fog up the chain of events. As I look over my contract with you, I notice some of the clauses were adhered to, while some were ignored or overlooked. Next step...
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ME MY WIFE USE THIS COMPANY SO THEY COULD REPRESENT US TO INSURANCE COMPANY BUT WE WAITING SINCE SEPTEMBER 2022 WHEN ION HIT FLORIDA WE GOT DAMAGE TO OUR PROPERTY WE HAD MOLD AND SOME PROBLEM IN THE ROOF WE CONTACTED THIS COMPANY TO HELP US OUT BUT TO MAKE SHORT THE INSURANCE MAIL CHECK TO PROCLAIM PROCESS OVER $7000.DOLLARS 10% OF THE MONEY WAS FOR THEM AND THE REST $6000 + FOR US I CALL THE ADJUSTER HE SAID THE CHECK WAS MAIL ON MARCH 10 2023 IT WAS CASH MARCH 21 TODAY IS APRIL 3 2023 WE HAD NOT RECEIVE A CALL FROM THEM WE THE MONEY TO FIX OUR HOME

  Business response

  04/13/2023

  Ms. ****** **** was paid all the amounts received by Farmers Insurance minus representation. As you can see in the documents attached, we did not keep any of the compensation we got from Farmers Insurance and statements were signed by the insured and her husband supporting that they have received their checks. All the amounts Farmers Insurance sent were paid on time to Ms. Carmen, any small delay is due to a large number of checks received and we have only one accountant doing this job. 

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