Complaints

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial complaint -

  Jan 2022 my basement flooded d/t sub pump malfunction - was told not covered d/t I declined sewer coverage on my policy. I told them it was never explained to me that even though I live in the country I still have to have sewer coverage in order to cover my sub-pump (I thought b/c I dont have a sewer that sewer coverage was irrelevant.. never was it explained to me what it was or that I needed it since I have a sub pump).

  I s/w staff both at the Mitchell agency and at ****** Ins and was told no way to cover would have to pay out of pocket (which I did). I s/w several people (again at both places) regarding adding whatever I needed to to add sewer coverage. I was quoted a price and told them OK to add to my plan.

  5/4/22 my basement flooded again d/t electric being out (high winds. over 900 customers were affected) x 1 and 1/2 days (I even have a battery back up and it ran down d/t electric was out).

  I called Mitchell Ins Co as soon as I was aware. ***** ******** called me back and again told me that I was not covered. First he said that I never gave them proof last issue was taken care of. I told them ******* had info from ****** *****. He asked that I provide him with copy of plumbing fix I did. then he said that still not covered d/t he has no record of them adding sewer back up and his staff and staff at ****** state that it was never discussed (again I discussed with multiple people about i adding sewer covg) and unless I had something in writing nothing can be done.

  I told him that if I needed something in writing they should have sent me something and I thought that they had, however he said no there is no record of it. I told him as a customer I thought they took care of it and no one ever followed up with me regarding so how was I to know that it was never added as per the discussions I had and agreement to add it (whomever , said it wouldnt be that much I think 10-15.00 more and I told them that was fine.").

  Sincerely, **** *****

  

  Business response

  05/10/2022

  
  Thank you for allowing us to review and respond to the complaint.
  The facts as we know them are below:
  Sewer & Drain Water Backup coverage was declined on the original Safeco application dated 4/14/2021.
  

  On 1/27/22 our office received a call to file a claim for a leak that resulted from a frozen pipe, the claim was filed per request.
  

  The claim was subsequently denied as the cause of loss turned out to be that the sump pump overflowed.
  On 5/4/22 the insured called our office to let us know that her basement flooded again due to a sump pump failure, this time as a result of a power outage.
  During that phone call we advised the insured that they did not have Sewer & Drain Backup coverage.
  Mitchell Insurance follows the requirements of our carriers in order to add on Sewer & Drain Backup coverage after a loss relating to a sump pump.
  Safeco Insurance requires proof that the water damage had been remediated and that a battery backup had been installed prior to adding Sewer & Drain Backup coverage to a policy, after such a loss.
  The date in which she added a new battery backup remains unclear.
  We have reviewed our phone records and found no calls from the insured between the dates of 2/8/22 and 3/11/22.
  After expanding the search to 1/27/22 – 5/4/22, every correspondence with the insured is accounted for with no record of remediation or request to purchase the coverage.
  As of today’s date, the insured has not provided any notice that the water damage has been remediated.
  Eligibility to add Sewer & Drain Backup coverage is pending a plumber’s inspection.
   
  Again, thank you for sending this our way.
  Please let me know if there is anything else I can assist with.
   
  
  Best, 
  

  Robb Mitchell

  Customer response

  05/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

   

  as noted prior I did request that sewer drain back up be added to plan when I spoke with office and or Safeco when they told me I didn’t have it. They are saying they have no record of conversations. I was even quoted a price (around 10.00 a month) and I ask that they go ahead and add coverage. Corey asked me to send him proof that issue was rectified and I did. I told him that I also decided to update my back up battery and have unit lower back in Feb and this was completed. I advised I would get proof and send to them, however Corey Mitchell stated not necessary since they will not back date coverage to Feb b/c they never added coverage and staff are saving him it was never discussed.

   

  I I am disputing as per prior that in Feb I did ask that coverage be added, was quoted a price. I stayed ok and the office did not follow through with request. 
  

  I did contact my phone  Verizon today to request phone records regarding calls, however was advised that they can only provide me with date and time of calls and not what was said.

   

  itvis very discouraging as a loyal customer for them fo discredit and take responsibility for not adding coverage after it was discussed in Feb and then unfortunately I find out the hard way when another event happened (r/t power outage and not sun pump failure).  There was no f/u from there office to advise me it wasn’t being added so I assumed it was added until I was recently advised otherwise. Corey advised today can add after basement restoration is completed and that I will have to get a plumber to confirm sump pump and back up are working (which I have to pay for all of this out of pocket once again.) 

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