ComplaintsforStillwater Insurance Group

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21, 2024 there was a fire in the two condominium units next to mine. We had a mandatory evacuation and had to spend 10 days at a hotel. I submitted a claim, in the amount of $3,943.92 for our expenses and losses. I received a check, dated August ******, in the amount of $948.67. I have a $500 deductible. There was no explanation what the check covered and when the rest of the claim would be forthcoming. My claims adjuster, *********************** in incommunicado and nobody. else can help me. I need to get my complete reimbursement.

  Business response

  08/29/2024

  Dear ****************,
  As you state, the date of the fire in your building occurred on 6/21/2024. During our field adjusters inspection,it was determined that the fire started in an apartment two units over from your condo and there was no damage to your unit. Although there was no damage to the unit, we did approve additional living expense for lodging on 06/22/2024. Our vendor, ALE Solutions, secured a hotel for you and Stillwater agreed to cover this cost of $2,047.80 hotel fee and $61.45 management fee (this was paid by Stillwater to ALE Solutions directly). Stillwater also covered reimbursement for additional hotel costs in the amount of $608.67 and food based on $60 a day x 7 days for 2 people totaling $840.00. The claim for cleaning was denied because the inspection found no damage caused by water,smoke, soot or fire. You received a payment of $948.67 from Stillwater which is the $608.67 for lodging plus $840.00 food allowance, minus your $500 deductible. In total, $3057.92 has been paid on your claim. It is Stillwaters stance that this claim was paid correctly based on the policy coverages and no additional adjustments are warranted. We hope this explanation is helpful.Please contact ********************************* if you have additional questions and include your claim number in the subject line. 

  Customer response

  08/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22197918

  I am rejecting this response because:

  According to Stillwater, their check, in the amount of $948.67, was to cover the additional hotel expense of $608.67 and for food for 2 people based on $60 a day for 2 people for 7 days, totalling $840 for a total of $1,448.67 minus the $500 deductible.  

  I should have been reimbursed $1,257.48 for the hotel due to the fact that ALE did not pay for the first night at the hotel (6/21/24, $280.66) which was the day of the fire and the additional hotel expense of the last 3 nights $696.16. As stated in their response approved the expense for lodging on 6/22/24 not 6/21/24, the day of the fire.

  Regarding the food reimbursement of $840.00 for 7 days, we were actually at the hotel for 10 days which would total $1,200 for 4 people, resulting in $360.00 that has not been reimburse

  I have also not been reimbursed for food that was lost in my refrigerator and freezer due to the lack of power due to the fire, totalling $904 for which Stillwater told me I would be reimbursed.

  Regarding the cleaning of the rugs, sofa and loveseat, it was a Stillwater representative that declared there was no smoke damage in my unit; however my asthmatic lungs and sinuses told me otherwise.

  Regards,

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

  Customer response

  08/31/2024

  I just realized that in my response to this complaint I made a mathematical error. In the second paragraph the amount of reimbursement I should have received for the hotel is actually $976.82 not $1,257.48

  Business response

  09/09/2024

  Dear ****************,
  We have contacted the claims department regarding your additional concerns. We learned that the claims examiner called and discussed all your concerns in detail on Wednesday, 9/4 including food expenses, food spoilage, cleaning, and laundry service at the hotel. Once all was adjusted, and prior payments taken into consideration, an additional $1,639.00 was paid under Coverage C and another $535.23 was paid under Coverage D. We hope after this discussion and the agreed upon payments for the cleaning of your couch and rugs, food expenses, etc., you are more satisfied with the outcome. The claim has now been closed. If you need further assistance, please contact your claims examiner. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/15/24 I was quoted a price of $969.62 for my new homeowners insurance policy. I paid over the phone and I chose to pay the in full option with my credit card. Then I received a letter from Stillwater a couple of weeks later saying now the new homeowners policy is actually $1,233.91 And I have to give them more money. I dont like bait and switch tactics so I asked for a refund. After going back in forth through email, I was told I would receive a refund check in the mail. When I received the check, I was given $890.14. I want to be refunded 100%. Its not fair to me that I was not given an honest upfront price, Then have me pay, just for them to switch the price and not give me a full refund. This is very unprofessional and people are struggling out here. I just want the rest of the $79.48 that Im owed.

  Business response

  08/20/2024

  Dear ****************,
  Your original policy expired effective 6/22/24 for nonpayment. The payment of $969.62 was received almost a month late, on 7/15/24. Your policy had to be rewritten with a lapse, effective 7/16/24. When your policy was renewed with a lapse, it was rerated with new rating revisions and rules that had gone into effect since the renewal offer was made. The rewritten policy premium became $1233.91. We applied the full $969.62 to the new policy, leaving a balance of $264.29 due. You requested we cancel the policy with the effective date 7/31/2024. Since we insured the property from 7/16/24 7/31/24 (15 days of coverage), a full refund is not warranted. You were refunded the balance owed after accounting for the $79.48 for the 15 days of coverage, including the $30.00 fully earned policy fee.

  Customer response

  08/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22151668

  I am rejecting this response because: I was never told over the phone that my policy would be rewritten within two weeks after paying IN FULL And that I would have to pay a higher price weeks later. If I wouldve known that, I would have never agreed to pay IN FULL over the phone. Because I had gotten other offers from other homeowners insurance companies That were less than your rewritten policy. I have been a customer for years and this is the first time something like this has ever happened where are you guys rewritten a policy that I already paid In full for. This is very unfair to me  

  Regards,

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

  Business response

  08/27/2024

  Dear ****************,
  Your Stillwater policy was in effect for 15 days (7/16/24 7/31/24), meaning premium was required for the coverage afforded your property during that time. Due to the complications around the reinstatement of your policy and the inconvenience it has caused, we are going to make an exception and refund the fully earned $30 policy fee. A manager will be contacting you today, 8/27/2024, to explain further and will put in the request for the refund. We hope this resolves this matter. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stillwater has been my homeowners insurance since I purchased this home.in the fall of 2019. In June 2024 I received a notice of non renewal citing I had 2 claims and a damaged roof. I was very confused. Damaged roof? Not true. Two claims? True. One claim.filed right after I moved in. I was a brand new homeowner and my back fence partially fell down. I was unsure what to do as I had just used most of my money for the home purchase. Turned out that the damage was not a lot and myself and my neighbor took care of it ourselves. So no money was paid out. Claim 2 was just in Feb 2024. Insane and unusual winds came through my area and a different part of my fencing came down. I believe pay out was around $1100. Well, I've been paying thousands a year for 5 years on my insurance, so I mistakenly thought I would be able to use it. I called and was told in order to keep my policy Stillwater wanted me to have anew roof put on my home!! What? My roof isn't even 10 years old! They stated a drone saw tarps on my roof. I had tarps on my roof out of paranoia during a heavy wet season and just forgot to remove them! So no new roof is needed. The fact that a company would casually and careless make decisions that impact people's lives and finances with NO PROOF, NO CONVERSATION, NO COMMUNICATION blows my mind. They happily got payments on time and then BAM! So, I got a roof inspection and certification to show it was all clear. Well, the answer was still no because of my fence. No apology for forcing me to prove that my roof was FINE. Just a BS reason of, well you have a claims history. Thank God medical insurance doesn't cancel if you use it. Thank God car insurance doesn't cancel if you use it. If Stillwater wants to be upfront and state to consumers, hey, don't use this, or we cancel it, then fine. Horrific. despicable. No regard for hard working people who actually pay their bills on time! No regard for the impact their false claims have! Just 100% false information!

  Business response

  08/06/2024

  Dear **************,
  We looked at your policy record. During the claim inspection, you advised us that your roof had damage, and the current aerial views show the areas that were tarped confirm this. The aerial imagery rating for the roof condition as of 6/24/2024 is Poor. We spoke to you on June 26th when you called to see how you could renew the policy, and we discussed the roof. At that time, we referred you back to your agent. Your agent called us on June 27th stating you had a roof inspection done and we advised that you could forward the inspection to us for review but that it was unlikely to change our decision to non-renew the policy.To be clear, we did not advise you or your agent to have a roof inspection done. The date on the roof inspection we received was 7/23/2024. Unfortunately,the property still does not qualify for coverage because of the prior claims and roof condition. We send the non-renewal letters in advance so that you have time to work with your agent to replace coverage. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have reported a claim on 06/03/2024 with them for a storm damage on my roof.So far I do not have any answer to my claim, I am calling the examiner and testing and email him but nothing (his name is *************************). I contacted 3 times the customer service and they are are keep asking me to call him. Someone said he will tell him I am looking for him and he finally called me back once on 07/19/2024 and he told me he will call me back with an update by next Friday (07/26/2024) but still no callback so far. I am looking online but there is nothing there, no documentation, absolutely nothing. I am simply hitting a wall, I do not get any help no matter who I'm trying to contact. Very unprofessional, bad business. I am paying for a service that is not provided so I want a refund, I am not doing business with them ever again.

  Customer response

  08/01/2024

  Hi,

  I finally just got an answer from them just now, so I apologize but we may close the complain.

   

  Thank you very much for your help!

   

  Best Regards,

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

  Customer response

  08/02/2024

  5 starts, done, thank you very much!

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received an insurance coverage price of about $27,000 for a tree that fell on my garage. They released about $20,000. The remaining was described as depreciation and once I paid for the repairs the remaining $6,000 would be sent to me. (That was my understanding). I had the work completed by people I've known for years who gave me very good pricing for the work. This worked to my disadvantage. The Insurance company refused to release any additional funds since I did not spend the expected amount.

  Business response

  07/23/2024

  Dear ************,
  Stillwater has paid out $21,692.23 on your claim according to the terms of your policy. As you state in your complaint, the invoices you supplied to Stillwater came to less that we have already paid out on your claim (totaling $18,699). Stillwater has paid more than what it cost you to make the repairs and therefore will not pay anything additional. We have responded in detail to the public adjuster, the State of New Jersey and the Department of Insurance complaint you have filed with the same determination.If you have additional expenses and can submit invoices or receipts, Stillwater will review them and make a determination. To date, we have not received any additional receipts from you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stillwater Insurance has made a false home insurance claim on my home (******************************************************** *****). I have contacted Stillwater to have this claim removed but they are refusing. I share a name with my father making myself ***** my father, ************************* filed an insurance claim with Stillwater in February 2023 for his home at ************************************. However Stillwater mistanklinly filed this claim under my home in ********* (****** Address). They are saying they cannot remove a claim from a home once it is placed on the home even if false. This is has lead to my insurance State Farm to dropping me and increasing my insurance premium cost. I have also contacted LexisNexis for the **** report and Stillwater did not remove the claim.

  Business response

  07/08/2024

  Dear **************,
  We see that you had the opportunity to discuss this issue with claims supervisor, **** on 7/3/2024. The problem lies with Clue and ***** Nexus who are not separating your name from your fathers name since no Jr. or Sr. is included on the policies. *****Nexus has mistakenly assigned a claim from your fathers Stillwater policy to you. As **** communicated during your 7/3/2024 call, he is working on getting *****Nexus to review the disputed claim and will contact you once he has an answer. We are actively working to help you dispute the reporting issue that ***** Nexus made.

  Customer response

  07/15/2024

  Why was this closed? I was never asked to respond? The last message let me know that they are working to resolve the issue. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have had Homeowners insurance through Stillwater since approximately 2021....Filed 1st and only claim in January 2024 after we sustained roof damage from 2 back to back Winter storms with Hurricane level winds....never got response until end of June after my uncountable calls. My claim was denied, them claiming on $5500. in damage and alledging a $5000. Deductable on home and a $9960. Deductable due to wind and hail claim.

  Business response

  07/10/2024

  Dear ****************,
  We have reviewed the timeline and communications sent to you regarding your claim. You reported the claim on 1/5/2024 at which time we made 2 attempts to contact you that afternoon at 2pm and 4:45pm. We completed an inspection of the damages on 1/15/2024 and left a voicemail for you on 1/16/2024. The adjuster spoke with you on 1/30/2024 in response to a voicemail you left and advised a settlement letter was in the queue. We sent a letter dated 2/20/2024 where we explained the repair estimate total of $5515.99 was completed and due to the fact that the cost to repair or replace was less than your $9960 deductible, no payment was issued. The claim investigation, including inspection determined there was minor wind damage to the left slope of the roof but also found wear, tear, deterioration, and maintenance damage to the remaining slopes of the roof. You reported no interior damage. Since your policy does not provide coverage for wear, tear,deterioration, and maintenance, no additional payments were provided to cover these issues with your roof. All of this, plus your policy terms were outlined in the letter which was followed up by an attempt to contact you by phone on 2/21/2024. The claim was closed. We did not hear from you until the end of May 2024. You spoke with the adjuster at the end of June 2024 and then again spoke with the claim supervisor on 6/21/2024 where the above was explained and a copy of the settlement letter and estimate were emailed to you. Due to the deductible regarding wind related damage and the terms of your policy which do not cover wear, tear, deterioration, and maintenance of the roof, Stillwater has properly addressed all known and related damages. If you have additional information, please forward it to us for review. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After nearly 6 years of homeowners coverage, Stillwater insurance sent me without warning a non-renewal notice with less than 4 weeks remaining in my policy. They claim the reason being an unspecified tree that is overhanging or touching the roof of either (again unspecified) detached garage or main household. To be clear i live in ******** where very large evergreen and oak trees are protected from removal by city ordinances. Oddly my property is the only one in any direction without such tree anywhere in the yard much less "overhanging" or touching my roof. The only potential thing is i have two lilac bushes that were already established when i purchased my home. One near my house and one in front of my detached garage. Both grow branches to roof height. I regularly maintain these and even if a branch broke they have neither the mass or the height to cause any damage. Still I never received any warning nor demand from Stillwater about needed maintenance to these bushes, since starting business with them in 2018.

  Business response

  05/31/2024

  Dear ************,
  Thank you for your business over the last 6 years. We have examined your policy file to address your concerns. A review of the photo inspection shows the lilac trees are in contact with your home and a large branch in contact with the detached garage and roof.These conditions do not adhere to Stillwaters underwriting guidelines and therefore a Non-Renewal Notice was sent in advance of the policy termination date so that you can replace coverage. If you wish to have the Non-Renewal reviewed, please submit photo proof showing the branches have been trimmed and are no longer in contact with the home and roof of the garage. Submit photos and a request to reconsider the Non-Renewal to *************************************** with your policy number in the subject line. Once received, you can expect it to take several days for them to be reviewed and for us to notify you of our determination. 

  Customer response

  06/15/2024

  Hello, 

   

  I had been out of town on business, hence the slow response in needing to take action as required by the insurance company of subject to this complaint. Now at home I've taken the necessary action and prepared to submit evidence to the insurer. I request this reopened to verify the insurer fulfills their obligations.

   

  Thank you 

   

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

  Business response

  06/18/2024

  Dear ************,
  Thank you for providing the photos showing you have cut back the tree limbs. The non-renewal has been removed from your policy. The bill was sent to the mortgage company through an online report last night. The policy will expire on 6/22/2024 if the premium is not paid therefore, we advise you to contact your mortgage company to make sure the premium is paid as soon as possible and before the policy expire date.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My insurance was just canceled due to no faults of my own. Stillwater made a maintenance request for some major tree removal. The timeline they gave us to accomplish this was only ONE week (net), which was impossible.Since I was traveling I was unable to do this and tree companies were not available to respond with that short of notice.They claim they mailed the notice one month prior to the threatened insurance termination. We received the notice 12 days before the deadline! Since I was about to leave for out of town, I wasn't able to tackle it myself right away, and no tree companies were available in that short of timeline.Finally, back in town, I tackled the work and sent photos to the inspection email a few days before the deadline. Since I haven't heard back and the deadline is tomorrow, I called to check. It. Turns out it takes them 5 days to review the photos and there's nothing I can do to stop my insurance from being canceled tomorrow. I politely requested that they extend the deadline since it was not physically possible to meet it even though it was a reasonable request. The response I got was, " We do not do extensions under any circumstances."12 days to comply, but the letter didn't even mention that we need to get the photos there 5 days in advance since they take that long to review them!As a paying customer for many years, I don't understand how they can treat me like that. I am happy to tackle reasonable maintenance requests, but it must be physically possible to meet their deadline. At this point I am done trying to get our insurance reinstated with them. I will not do business with this company again.

  Business response

  05/03/2024

  Dear ********************,
  We have contacted our underwriting department regarding the photos you sent in. The non-renewal code has been removed from your policy as of today, 5/3/2024. Payment must be made to renew the policy.You have been sent an email today with instructions on how to arrange payment before 5/14/2024. If you choose not to renew your policy, no further action is needed. 

  Customer response

  05/09/2024

  Better Business Bureau:

  The way I was treated during this issue was awful.  The current issue is resolved, but I have never seen a business treat a customer this way.  In my 43 years on this planet this is the first time I've felt the need to file a BBB complaint.  

   This cost me a ton of lost sleep and stress, and you were completely unwilling to work with me to get the maintenance issue resolved in a reasonable amount of time.  Also, your letter was vague on what you wanted done, focusing more on the "your policy is about to be cancelled" piece and less on what you wanted done.  I had to call to get clarity on the scope of the work.  

  By the time I received the request I only had 7 days to comply, and I was headed out of town so couldn't.  I reached out asking for an extension--which seemed reasonable given the amount of work you were requesting--and received a cold "we don't do extensions under any circumstances" response. 

  I have always paid on time, and have never filed a claim, but it seems as if you are trying to chase me away as a customer.  Congratulations, it's working.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re.: Insured(s): *********************** Insurance Carrier: Stillwater Insurance Company Claim Number: HO0001087335 Date/Type of Loss: 12/21/2023 (Water Damage) Loss Location: ************************************************** My water mitigation company (hereinafter "my vendor") has a remaining unpaid balance of $4,230.27. According to the prior adjuster's request, my vendor has cooperated and adjusted its prior invoice from $12,473.66 to $11,248.41. On January 26, 2024, my vendor emailed the prior adjuster a detailed clarification on every inquiry he requested, and my vendor submitted an "Adjusted EMS Invoice" of $11,248.41. The adjuster made a payment of $7,018.14, leaving a remaining balance of $4,230.27.I owe my vendor for the services it rendered, and if I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty. In all fairness, I owe this money to my vendor for the work it did, which was done to my satisfaction. My insurance company is obligated to pay for services rendered by my vendor, who protected my property from further damage. My adjuster is refusing to pay in an attempt to evade payment responsibility, thereby causing a "Breach of Contract."I request the BBB's assistance to have my insurance carrier meet its obligations under my insurance policy.

  Business response

  04/11/2024

  Dear ****************,
  We have looked at your claim record to address your complaint. Typically, when there is a water damage claim, Stillwater will assist our insureds by sending an approved water mitigation contractor to the property. In this instance, you hired the water mitigation company privately.As you mention, we received the invoice from your vendor which was considerably higher than the industry standard for these services. We had the invoice reviewed by two outside vendors as part of our process to ensure we are paying out based on industry standards. The feedback from one vendor indicated the cost should not have exceeded $5,000 and the other vendor provided a total cost of $7,018.14; we paid the claim based on the higher amount. We have attempted several times to negotiate with your vendor and reconcile this with them. Since our payout is based on the ********* of ********** Cleaning and Restoration Certification guidelines, the insurance industry standard used for water restoration, we will not pay the additional invoiced amount to your water mitigation vendor.  Since you hired the water mitigation company directly,if they will not accept our determined payout, you are responsible for the balance of the invoice. We are available to discuss this with the vendor or yourself. To date we have paid $17,793.74 for this claim. 

  Customer response

  04/11/2024

  *****************************,

   

  I am responding to your email dated April 8, 2024, regarding the outstanding balance of $4,230.27 for the *** Invoice, which remains unpaid.

   

  I want to highlight the following:

  Per Section I - Property Coverage of my insurance policy under "2. Reasonable Repairs", it states, "a. We will pay the reasonable cost incurred by you for the necessary measures taken solely to protect covered property that is damaged by a Peril Insured Against from further damage."

   

  Please note that if you do not pay the *** invoice, it may result in the following consequences:

   

  Breach of Contract:

  I find it unacceptable that you are relying on a third-party vendor and only paying $7,018.14 out of the adjusted *** Invoice of $11,248.41 from CRC. This leaves an outstanding balance of $4,230.27 that I must pay from my own pocket. Your refusal to pay is an attempt to evade payment responsibility and can be perceived as a breach of contract.  How can your vendor dictate and determine the reasonable cost incurred when they didn't even step foot on my property? Meanwhile, my water mitigation vendor submitted a detailed Xactimate estimate supported by photographs and data, justifying every line item submitted.  Furthermore, the case law says that when investigating a claim, an insurance company has a duty to diligently search for evidence that supports its insureds claim. If it seeks to discover only the evidence that defeats the claim, then it holds its own interest above that of the insured. (******** v. Old Republic ********* *** (1996) 42 Cal. Ap. 4^th 1617, 1620 [50 Cal. Rptr. 2d 224].

   

  Negligence:

  The insurer's failure to handle my claim with reasonable care resulted in financial harm and losses to me.  I am in a situation where I am being compelled to pay $4,230.27 to my water mitigation company out of my own pocket.  This is because my claims adjuster only listens to her third-party vendor, who is located in a different state. This third-party insurance vendor is dictating what they consider to be reasonable costs for mitigating the water damage on my property, even though this vendor never stepped foot onto my property, thereby causing me financial harm.

   

  Breach of Duty:

  My insurance is denying payment for a valid *** invoice without proper justification. This action may be considered a breach of the duty of care owed to me as the insured, forcing me to pay $4,230.27 to my water mitigation company from my own pocket.

   

  Please note that CRC has been reasonable and cooperative and adjusted its prior *** Invoice from $12,473.66 down to $11,248.41. On January 26, 2024, CRC emailed the prior adjuster a detailed clarification on every inquiry he requested and submitted an "Adjusted *** Invoice" of $11,248.41.
  
  I owe CRC for the services it rendered to protect my property from further damage.  If I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction. 

   

  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27.  I hope we can resolve the above without needing to file a Request for Assistance with the DOI.

  
  Thank you for your immediate attention to the above.

   

  Thank you,

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

  Customer response

  04/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:

  The answer provided by the carrier is not accurate.

  Cal Code of Reg., Section 2695.9(b), states:  No insurer shall require that the insured have the property repaired by a specific individual or entity.  Meaning, the adjuster cannot impose their preferred vendors to do my water mitigation work.

  I have retained a water mitigation company (CRC) who dried my home and protected my property from further damages.  On January 26, 2024,  CRC negotiated and emailed the prior adjuster a detailed clarification on every inquiry he requested, and CRC submitted an "Adjusted EMS Invoice" of $11,248.41 in lieu of $12,473.66.  The new desk adjuster who never inspected my loss, is relying on another vendor also who never inspected my loss, and are both putting price limitation on a water mitigation job they've never seen or inspected.  Please note that CRC already negotiated the water mitigation cost with the prior desk adjuster on January 29, 2024, as mentioned above.

  I owe CRC for the services it rendered, and if I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction. 
  
  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27. 

  Regards,

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

  Business response

  04/17/2024

  Dear ****************,
  Our review and determination of payout is based on documents provided by your contractor (drying logs, equipment, etc.) to the reviewers. The third-party reviewers complete audits based on the type of loss and documents provided by your contractor. We will be happy to have the documents reviewed again and have another discussion with your contractor for a resolution. We will reach out to you today to discuss. 

  Customer response

  04/19/2024

  From: *********************** <***************************>
  Sent: Thursday, April 18, 2024 9:02 PM
  To: ************************************************; *********************************
  Cc: *********************; Info <************************************>
  Subject: Claim No.: HO0001087335 - ****** - Request for Payment re. *** Invoice Remaining Balance of $4,230.27

   

  You don't often get email from ***************************. Learn why this is important

  Re.: Request for Payment re. *** Invoice Remaining Balance of $4,230.27

  BBB File No.: 21548777

   

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

   

  I am responding to your voice message as well as your email dated April 18, 2024, regarding the outstanding balance of $4,230.27 for the *** Invoice, which remains unpaid.

   

  I am feeling bullied by my insurance company, which is supposed to protect me. I find it unacceptable that they are relying on a third-party vendor and only paying $7,018.14 out of the adjusted *** invoice of $11,248.41 from CRC, who negotiated with the prior adjuster. This leaves me with an outstanding balance of $4,230.27 that I must pay from my own pocket. I believe Stillwater Insurance's refusal to pay the outstanding balance is an attempt to evade payment responsibility and could be perceived as a breach of contract. Additionally, Stillwater Insurance is prioritizing its own interests over mine, which could also be perceived as a breach of its duty to diligently search for evidence that supports my claim.

   

  I owe CRC for the services it rendered to protect my property from further damage.  If I do not pay them the outstanding balance soon, they will be compelled to file a Mechanics Lien on my home to secure said payment, including a late payment penalty.  In all fairness, I owe this money to CRC for the work performed, which was done to my satisfaction.  Rest assured, I will escalate this matter to a higher level and pursue legal action if necessary to collect the outstanding amount, including any legal fees incurred due to Stillwater Insurance's breach of contract.

   

  I hereby renew my request for immediate payment to CRC for the outstanding balance of $4,230.27.  I hope we can resolve the above without needing to file a Request for Assistance with the DOI.

  
  Thank you for your immediate attention to the above.

   

  Thank you,

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

  Email: ***************************

   

  cc: CRC

   

   

  On Thu, Apr 18, 2024 at 6:30 AM <************************************************> wrote:

  Good morning ********************************

  We have looked at your claim record to address your complaint. Typically, when there is a water damage claim, Stillwater will assist our insureds by sending an approved water mitigation contractor to the property. In this instance, you hired the water mitigation company privately. As you mention, we received the invoice from your vendor which was considerably higher than the industry standard for these services. We had the invoice reviewed by two outside vendors as part of our process to ensure we are paying out based on industry standards. The feedback from one vendor indicated the cost should not have exceeded $5,000 and the other vendor provided a total cost of $7,018.14; we paid the claim based on the higher amount. We have attempted several times to negotiate with your vendor and reconcile this with them. Since our payout is based on the ********* of ********** Cleaning and Restoration Certification guidelines, the insurance industry standard used for water restoration, we will not pay the additional invoiced amount to your water mitigation vendor.  Since you hired the water mitigation company directly, if they will not accept our determined payout, you are responsible for the balance of the invoice. We are available to discuss this with the vendor or yourself. To date we have paid $17,793.74 for this claim.

     
  Sincerely,
  
  *************************
  CA License Number# *******
  Qualified Manager: ******************** ** Lic #2N00049
  
  Claims Examiner
  Stillwater Insurance Company
  PO Box 45126
  *******************************
  Phone: ************
  Fax:************

  From: *********************** <***************************>
  Sent: Friday, April 12, 2024 1:28 PM
  To: ************************************************; *********************************
  Cc: Info <************************************>; *********************
  Subject: Claim No.: HO0001087335 - ****** - Request for Payment re. Supplemental Reconstruction Repairs, BBB File No.: 21548777

   

  You don't often get email from ***************************. Learn why this is important

                 Subject Property:       24106 ****** **** *************************************** style="margin: 0in;">                Date/Type of Loss:    12/21/2023 (Water Damage)

                 Claim Number:           HO0001087335

                  BBB File No.:           21548777

   

  Re.: Request for Payment re. Supplemental Reconstruction Repairs

   

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

   

  In your email dated 4/5/2024, you said you would review the claims file and get back to me before 4/9/2024. 

   

  To this date, I have not received anything from you regarding the Supplemental Reconstruction Damage Repairs.

   

  Thank you for your immediate attention to the above.

   

  Thank you,

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

  Email: ***************************

   

  cc: CRC

   

   

   

  On Fri, Apr 5, 2024 at 12:10 PM ************************* <************************************************> wrote:

  Hello *****************

   

  Thank you for your email.  Please be advised we will be reviewing your file as well as any remaining open invoices and provide disposition on or before Tuesday  April 9, 2024.  Thank you for your patience and understanding.

   

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

  From: Front Desk <*********************>
  Sent: Friday, April 12, 2024 1:35 PM
  To: iriswilliams <************************************************>; claims <*********************************>
  Cc: ameernasser2324 <***************************>; Info <************************************>
  Subject: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26, BBB File No.: 21548777

   

  You don't often get email from *********************. Learn why this is important

       BBB File No.: 21548777

   

  Hello Iris,

   

  I just called your office and left you a voice message. I am following up on my emails below, dated 4/2/2024, 4/4/2024, and 4/5/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

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

  Tel.: **************

   

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Fri, 05 Apr 2024 10:38:53 -0700
  Subject: Fwd: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

  Hello ****,

   

  I hope this email finds you well.  I just called your office and left you a voice message.  I am following up on my email below, dated 4/2/2024 & 4/4/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

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

  Tel.: **************

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Thu, 04 Apr 2024 10:30:54 -0700
  Subject: Fwd: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

  Hello ****,

   

  I hope this email finds you well.  I just called your office and left you a voice message.  I am following up on my email below, dated 4/2/2024.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

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

  Tel.: **************

   

   

   

   

   

  ============ Forwarded message ============
  From: Front Desk <*********************>
  To: "iriswilliams"<************************************************>, "claims"<*********************************>
  Cc: "ameernasser2324"<***************************>
  Date: Tue, 02 Apr 2024 09:22:47 -0700
  Subject: Stillwater Claim: HO0001087335 - *********************** - Reconstruction Damage Repair Estimate of $46,464.26
  ============ Forwarded message ============

   

           Re.:          Insured(s):                  ***********************

                            Insurance Carrier:      Stillwater Insurance Company

                            Claim Number:           HO0001087335

                            Date/Type of Loss:     12/21/2023 (Water Damage)

                            Loss Location:            24106 ****** **** ********* CA 91354 ("Property")

     

         REGARDING:   Reconstruction Damage Repair Estimate of $46,464.26

   

  Hello ****,

   

  I hope this email finds you well.

   

  Your field adjuster, ********************************** reinspected the loss on March 18, 2024, to update his estimate.

   

  Please provide a status update on your review of ************************ updated damage repair estimate for the referenced loss.

   

  Have a wonderful day!

   

  Kind Regards,

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

  Tel.: **************

  Capital Restoration Contractors

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

  Email: *********************

   

   

   

  cc: ***********************

   

   

  Customer response

  04/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:  The water mitigation company (CRC) has been constantly calling you and sending emails to the claim adjuster requesting *** Invoice payment on the outstanding balance, however, the claim adjuster constantly rejected talking to them.  I hereby request that the claim adjuster respond to CRC and make the *** Invoice outstanding balance payment.

  Regards,

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

  Business response

  05/02/2024

  Dear ****************,
  We are glad to report that after several attempts to negotiate the invoice with the water mitigation company, on 5/2/2024 they have agreed to settle the invoice for $3000. We will pay this, therefore avoiding any liens being placed on your property. We will consider this water mitigation invoice matter closed. To date, over $30,000 has been paid out on this claim. 

  Customer response

  05/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21548777

  I am rejecting this response because:  It is true that we settled the water mitigation portion of the claim, however, there is still $27,890.26 remains to be paid on the dwelling repair portion of the claim.  This amount has been missed and/or underestimated by the insurer.

  Regards,

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

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