ComplaintsforSureChoice Underwriters Reciprocal Exchange

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water damage occurred in my home on Oct 27 2021. I have insurance with Sure Insurance. I had water and mold damage to my home as a result. My home was been torn apart during mold remediation. SURE Insurance refuses to pay for repairs to restore my home back to living conditions. I call constantly and I continue to receive the RUN around. ***** ***** is the Adjustor who continues to give me excuses of why they haven't paid for the Contractors quote to repair my home. My family and I are living in a Hotel. They just threatened to stop payment on the hotel. They accepted my claim and promised to pay for damages. Now, I'm getting the run around. I'm requesting that this insurance company pay for all the repairs so my family and I can live in our home.

  Business response

  02/10/2022

  02/09/2022

  ****** ******** ****** *** ** ********* ***** **** *** ****** ** *****

  Re:Policyholder: **** ********

  Claim No: ***********

  Policy No:TXC*********

  Date of Loss:10/27/2021

  Loss Location:***** ***** ***** ****** ******** **********

  Complaint ID: ********

   

  To Whom It May Concern,

   

  Ms. **** ********* is insured with Sure Choice Underwriters Reciprocal Exchange (SURE)under a Homeowners HO3 policy. Ms. ******** filed a claim with our Company on November 1, 2021,for a water leak that was discovered on or about October 27, 2021.A field inspection was ordered,and the inspection was completed on November 3,2021.During the claim process, mold was discovered in the home and an estimate to remediate the mold was presented and reviewed. The policy issued to Ms. ******** includes a mold limit of $5,000.00. This limit was reviewed with Ms. ******** before any remediation began. Ms. ******** acknowledged at that time that she understood the deductible of $2,200.00and mold limit of $5,000.00 She authorized work to begin to remediate the mold. After the remediation was completed, Ms. ******** insisted that we pay the full amount of the remediation. The desk adjuster once again explained the mold limit of the policy and confirmed that we paid the policy limit and nothing more was due for mold remediation.Ms. ******** submitted a repair estimate from her contractor that included items that were outside the scope of the loss. The estimate included upgrades from a tile counter top to granite, an upgrade from vinyl flooring to tile flooring and replacement of a tile bathroom floor that showed no signs of damage.

  We have informed Ms. ******** that we will pay to repair or replace damaged property with like kind and quality but will not pay for upgrades. We have, on several occasions asked Ms. ******** to submit a revised estimate from her contractor that does not include the upgrades noted above. To date, we have not received the updated repair estimate.Ms. ********’s claim that SURE refuses to pay for her loss are unfounded. To date, SURE has paid $14,301.51 for dwelling repairs and $5,000.00 for mold remediation. This is after her deductible of $2,200.00 and depreciation were applied. Ms. ******** has refused to allow contractors to begin any work until we agree to pay her contractors estimate in full. Unfortunately, we cannot agree to those terms. As mentioned above, the contractors estimate includes upgrades that are not covered by her policy. We understand that under the circumstances, a consumer might want to upgrade certain items in the home. However, insurance does not cover those upgrades. Additionally, most homeowner policies include a deductible. This is an amount that must be borne by the insured. Depreciation is generally applied to a loss as well. That is an amount that can be recovered by an insured but only after the repairs have been completed. To date, the repairs have not been completed.After mold was discovered in Ms. ********’s home, SURE arranged for alternate housing while the home was being repaired. Those expenses will be paid by SURE once a final invoice has been received. We anticipate those expenses to be approximately $17,800.00.Claims management has been in direct communication with Ms. ******** on Friday 02/04/2022 and again on Monday 02/07/2022 to resolve the issues outlined herein. We await Ms. ********’s submission of a revised contractors estimate for our review.

  Sincerely,

  ***** ** ***** ********* ****** *** ************ ***************************** ************

  Customer response

  02/10/2022

  Complaint: ********
  
  I am rejecting this response because: I submitted the quote from the Contractors  to ***** ***** with NO UPGRADES  they still refuse to pay to repair my home. 

  
  

   This company is being unreasonable and unethical.

    I would highly recommend that THE BBB investigate this company  for their unethical dealings and practices.  I'm in the process of hiring an attorney if they refuse to pay for repairs to my home. 

  
  

  As of today,  still I am waiting for an answer and or a response to my email from ***** ***** Or ***** the supervisor who called me. 

  
  

  Thanks BBB for your support in this matter. 

  
  

  **** ********

  ###-###-#### 
  
  
  
  Sincerely,
  
  **** ********

  Customer response

  02/16/2022

  I have been calling and emailing for months now.. only to continue receiving the runaround. 

  
  

  On Friday  February 11th I received a voice-mail from ***** stating he'd  have a resolution for my claim on Monday February 14th 2021. Today is February 15th - no call- no resolution! 

  
  

  Its so sad that you all have made promise after promise to me since November 2021 yet have not fulfilled any. I have been transferred all over the entire Sure Insurance Company with AdjustorafterAdjustor,  I've talked to multiple representatives. Still No resolution! 

  
  

  This has been an on going circus trying to get my home repaired since November of 2021!

  
  

  ***** requested a new Adjusted quote from my contractor.  I submitted that quote 7 days ago. 

  As of today February 15th  we are still at square 1! No resolution!  This is Unacceptable! 

  
  

  I've been told by multiple contractors that payment must be made in full and someone must accept liability for the total amount due for all work done to my home. The Contractors quote is approximately $22,000 as of today you all have paid approximately 14,000 towards that bill. 

  
  

  Until you all accept liability for the entire amount the Contractors will not  schedule or begin my home repairs. 

  
  

  Additionally, the date of Feb 21, 2022  you all gave me as the date my hotel stay expires will need to be extended FOR SEVERAL MORE WEEKS due to your delayed response and your lack of payment necessary to pay the Contractors to begin the necessary work to repair my home

  
  

  
  

  Please NOTE that I will remain In the hotel until you all release the funds necessary to complete my home repairs. 

  
  

  
  

  The poor communication from Sure Insurance is exactly the Problem that  I communicated to the Better Business Bureau.

  
  

  PLEASE RESPOND TO THIS EMAIL with a date you will release the remaining funds to necessary to fix my home inorder that I can live in it again.  

  
  

  My heart is breaking because of this horrible experience.

  
  

  I have all documents and all emails.  I don't mind going to court and presenting my claim & ALL correspondence before a judge. Resolution must happen ASAP!

  
  

  
  

  **** ******** ************
  

  Business response

  02/22/2022

    To Whom It May Concern,

  This a follow up to the above captioned BBB Complaint ID and the complaintant “rejecting” our prior response.

  Ms. ******** continues to assert that we have refused to pay her claim. This is untrue. As stated in our prior response, SURE paid Ms. ******** $14,301.51 for dwelling repairs and $5,000.00 for mold remediation. Additionally, we have arranged for alternate housing while the home was being repaired. Those expenses will be paid by SURE once a final invoice has been received. We anticipate those expenses to be approximately $17,800.00.We asked Ms. ********* to submit a revised contractors estimate that did not include material upgrades. A revised estimate was received and uploaded to our claims system on Thursday 02/10/2022. The estimate from Keystone Kitchen & Cabinets was in the amount of $22,616.56. As mentioned, we previously paid Ms. ********* $14,301.51 leaving a balance, based on the revised estimate of $8,315.05. After applying her policy deductible of $2,220.00, we paid Ms. ******** the difference of $6,095.05. That payment was made on 02/15/2022 by digital payment which means the payment would have been deposited to her bank account on the same or next day. I believe that it is important to note that while we could have applied depreciation to Ms. Armstead’s claim, we chose not to. We have fully compensated Ms. ******** for her claim and have paid according to her selected contractor minus her deductible.

  Sincerely,

  ***** ** *****

  Director, Claims and Underwriting
  

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