Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: customer service agents and their supervisors misrepresenting critical information dealing with insurance claims.
I had to file an insurance claim with my insurance company in November of 2011. Due to holidays, I did NOT receive funds for this claim until the end of January 2012. These funds are sent to me in form of check with mortgage company also listed, so check must be sent to Midland for them to process and return to me. According to Midland if claim is less than $10,000.00, you do NOT endorse check but just mail it to them. If over it should be endorsed. This initial transaction went somewhat smoothly, BUT due to the length of time from initial damage to funds, when repairs were being made, MOLD was discovered and a new claim had to be filed. The insurance company sent appraiser back out to assess this damage. There was also additional damage found from first claim that had not been seen. The ins. company filed this under the original claim since it was due to that that the mold was incurred. During this time period another flood occurred and a separate claim had to be filed. So now I have 2 claims. The insurance company issued the checks in my name, the mortgage companies name, and the Public Adjustor name that I had hired. When I received the checks, i called Midland mortgage several times to find out if needed to endorse them or not as one was for $10,000(MOLD) damage, $1600.00(supplemental damage) both with 1st claim number. Their reps told me repeatedly that the checks should not be endorsed as was on a closed claim acct. The day I mailed them, I called again to verify this information, again told do NOT endorse. After 10 days and not having received the checks back I called, was told takes awhile. Called again then told, checks being returned to me to be ENDORSED!. When I received the checks requesting endorsement of myself and the Public Adjustor, I had them signed and returned. Again I waited and nothing. Again I started calling about the monies, as 2nd claim check for 2nd flood, had been sent to them as well. I was told that the monies would be released in 3 installments! I complained about this due to I needed to buy the materials to make repairs and the installments in 3r's would not pay the amount needed to buy the materials. "Nick" stated that if I sent in receipts for items already purchased, and statement from cabinet person that monies was needed to order, that the disbursements could be waived. I sent in all the information requested. I waited. Nothing. I continue to call "nick" inquiring about the checks. When he is not in another supervisor "Michelle" takes calls. She now tells me that no, checks will not be mailed until get Public Adjustors tax ID number to them. I call again and speak to Nick who states yes, Tax ID number is needed, give adjustor their number and he gets number to call the adjustor to get that information. Public adjustor contacts them and gives id . Again, I call with that same information to be sure they have it ONLY to be told now that it can not be accepted by phone!!!!!!!!They want a contractors form filled out by him. "Michelle" gives me her fax number and tells me to have it faxed ATT: to her. I ask her, if there is anything else that is going to come up that will cause problems since I am not being informed about them in mail or by phone until I keep calling. She looks in file and says oh yes, also need Tax ID numbers and forms for other contractors. I tell her I have no other contractors! I am doing the work, the other items are receipts paid by me, and the estimate for cabinet repair that Nick had requested(this repair is actually due to the 2nd claim. She states that she will tell loss draft dept tis, and will call me when she gets the fax ID form. The public adjustor faxes this to her, and I call the next day to see if she got it and am told, she(Michelle) is not handling my case but NICK. My complaint is that each person tells me something different in regards to releasing my funds. And each step is them complied with only for me to find there is something else.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response given.
1) My original claim did indeed occur on Nov.16,2011. claim# XXXXXXXX. The initial damages were for $8,868.06. Per Mortgage companies policies, since the claim was UNDER $10,000, the check was NOT to be indorsed, but sent to them which was then sent back to me. The only problem with this original claim was that the insurance company was slow in getting file completed and check sent to me to send to mortgage company due to all the holidays. I did not get this check until mid ******. of 2012. I received it back from mortgage company on the 19th. I had already completed many of the repairs and had run out of my own money and had to wait on this check to order the rest of flooring. It took time to get the flooring and by the time I was able to tear up and start to replace this, we then found MOLD damage. At this time, I had to start tearing walls out, and called in a Public adjustor to work with me. The Public adjustor and Insurance adjustor made appt. to come out and assess the damage. Before this could be completed, we suffered the 2nd flood. Claim# XXXXXXXX.
I received the checks from insurance company for the MOLD damage and a check for supplemental damage for, which they filed under the original claim 1 number as it was due to the length of time in getting first check. I called Midland several times before getting these 2 checks, as 1 was for 10,000 and the supplemental was for 1694.17. I spoke to 2 customer service reps in the loss/draft dept several times asking about if checks should be endorsed due to the 10,000, and also that the Public adjustor i hired was also named as recipient of checks. I was told by both of these reps. NO, do not endorse checks as the original claim was a closed file, and they woould just send checks back to me. The day I mailed the checks, 4/9/12, I again called to make absolutely sure that the checks should not be endorsed. They said NO do NOT endorse. I mailed the checks, which were delivered to Midlan on 4/11/12. When I did not recieve the checks back in a week and a half, I called Midland, only to be told at that time that the checks were being returned to me to be ENDORSED. I sent the checks ENDORSED back to them on 4/23/12, the day I recieved them back from them. They were again delievered to Midland on 4/26/12.
Since I had trouble with the whole endorsing situation, I asked to speak to a supervisor. I spoke to "Nick" and explained to him that I needed this money so that I could finish my repairs. As I had been now living without floors or walls for over a month. He statded that exceptions could be made and the funds released. He asked me to send hom any reciepts that I had, and explain the situation. I sent reciepts and a letter explaining everything via fax to him. He was to call me, but he never did. After not hearing anything or getting any monies, I again called. I have spoken to supervisor NICk and also supervisor Michelle so many times in this process only to be told each time that something else was needed in order to release these funds. One time it is funds will be released in whole, then no in installments. I have not gotten ANY CALLS or letters from them, it is only my persistance that tells me what else they are wanting. For a while it was tax ids for the Public adjustor. Then it was tax ids for a cabinet company that had come and given me a FREE setimate for replacing the cabinets with and without Labor if I chose to do them myself. I faxed these to Midland and so did the cabinet company as a courtesy to me. The reps from MIdland were also calling this man. Afer seeral weeks, of this, They were still insisting on his tax id and license stating they did not have it. He sent it again. Then I called again and was told they needed the estimate more clearly stated without labotr costs. He did this for me. Still not good enough, he finally had to write a letter to them that he was not under contract bny me, had NOT been hired by me but just gave a free estimate. In the meantime, I was told I now needed a tax id for a man I had come in to do a MOLD inspection for me. I got this and sent to them. Then it was need a paid invoice from him. I did this. I was so tired of this, that I called to schedule an inspection per their guidelines when doing installment checcks. I was told I did NOT need to schedule an inpection. The very next week, I called and spoke to Nick who told me they had everything they needed. Still nothing, called again and this time Bick says need the inspection! Should heaer from inspector in 3 dsys to schedule inspection. When had not heard anything, called again, no he has 7 days to call. Finally, after calling again a week later, we were able to get the inspector out. He arrived here and was in totla confusion! 1st he did NOT understand what he was inspecting! He ONLY had the supplemental claim form!! and it was missing a page! He was not here then to inspect damage from the very beginning, or the MOLD damage. He was unaware of the 2nd claim and that so much was still in nonrepair due to waiting on mold damage check.!When he left telling me that he could only state in his report that we were only 63% done per that tiny bit of information he had, I was in tears! How on earth am I to have molding and trim up on walls that are still torn out waiting for completeing cabinet tear out and wall repair!
I called MIDLAND again and this time spoke with NICKS Supervisor, Kim Glover. This was on 5/28/12.
She listened to what I had to say and looked at the file. She informed Me that indeed they had NOT sent all the forms to the inspectorand she would have the remainder sent to him to schedule yet another inspection! I was told she wouls call me on Friday with some contact information to schedule this. The total amount of claim 1 # XXXXXXXX, original claim plus supplental and mold damge is $ 20,562.23. This claim would NOT have been so high in the first place had it NOT been for all the delays in the beginning! I have been living in total caos long enough. It is NOT my delay in doing or sending required documentations. It is they who have continually changed what they needed or were going to do.This last fiasco is just a further indication of the total lack of professional handling of this matter. Not only have they held up these funds, BUT they held the 2nd claims funds as well. This second claim# XXXXXXXX was held in limbo being confused with the original claim monies. This check for 6,236.19 was under theri 10,000 do NOT endorse rule but was endorsed. It was sent to them on 4/23/12. I finally got this check from them on 5/18/12. And from this ccheck I had to pay my Public adjustor ALL of his monies due from handling of BOTH claims or he would not sign for me to cash!
What is more interesting is as the midland inspector mentioned and was also astonishiing to Ms. Glover, Midland has NO INITIAL Pictures of the damage, so have no way of seeing where we came from in this whole mess!!
This is the most unprofessional handling of customers that I have ever encountered!. Strange too that they appear to be holding these funds to make sure work is done, but care less if the repairs are under $10,000.00!
I understand that the mortgage company would like to make sure that insurance company pays what is needed to make repairs, and that the home owner is making repairs and not just walking away with the monies, but I also believe they should understand that a home owner is not always able to FRONT repairs waiting on them to release them!
I think the fair thing for them to do at this time is to release my remaining monies in whole at once. I have lived like this long enough. A job that should have taken no more than 3 weeks, is now going into 7 months!!