Complaints

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A home insurance claim was filed with farm bureau due to water heater flooding our home. We were assured that ******* would be hired by them to do a full restoration and then they would cover the carpet being replaced. When we gave quotes from businesses they said they were just going to pay us directly. They did not pay us near enough to cover carpet yet paid Servpro over $7000 and we are tiptoeing around nails sticking out of concrete floors. It is a terrible service to treat customers this way when we are the ones providing their salary. They should be required to finish paying for the work to be done on our home. We have had this insurance over 20 years and we now have a house that is a danger to walk in. We could pay $230 per month to a business that would fix everything.

  Business response

  12/18/2023

  Farm Bureau received a claim involving a discharge of water loss to the insured home, this claim was filed by the insured on September 19, 2023. The adjuster contacted the insured the same day and set up an inspection for two days later. After the inspection, the adjuster prepared an estimate and made payment based off the policy provisions, this payment was made three days after the claim was reported. The insured contacted the adjuster a few days later inquiring about the estimate amount, at that time, the insured also discussed a mitigation company to assist with the removal of the wet items inside the home. The adjuster gave multiple names of mitigation companies. The insured's themselves, hired **** Pro to assist with the mitigation. The adjuster asked the insured to get an estimate to review and see what differences there might be for the replacement of the damaged items. I also spoke with the insured regarding the claim, I asked for the insured to provide an estimate for the replacement of the damaged items. I also asked them to contact me if they had any additional questions regarding the claim. The insured's made Farm Bureau aware of their concerns with the work Serv Pro had done. We explained to the insured, Farm Bureau did not hire Serv Pro, nor can we validate the work they did on their property.  We reviewed the invoice from Serv Pro with the insured, the insured agreed for Farm Bureau to make payment based on the invoice turned in by Serv Pro for their mitigation services. After my conversation with the insured, we were waiting for them to provide an estimate for the replacement of the damaged items.  Since this complaint was filed, we have attempted to reach the insured via phone call, email and text, however, we cannot get the insured to return our call. We will be happy to discuss the cost of replacing the damaged items, however, after many attempts at contact and a request to provide an estimate, we have not had any further correspondence with the insured. 

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