USSA Insurance storm claim denied (hardwood floor, house, maintenance)

[heartdurhamnc]

I am so furious with USAA. After the storm it rained so hard the water some how got in through the roof and and and the window area was dripping and when we woke up the floor was damaged. Also the front door overhang was dripping. I took the photos and video.
Someone from USAA came and she denied our claim said the damaged was not caused by the storm. I am so mad right now. Hardwood floor buckled. Who should i report this to because this is not right. Who is in charge to file a complaint about insurance companies. The fact that i have photos.

[K4GPB]

https://www.ncdoi.com/Contacts/




Other USAA policy holders:
https://communities.usaa.com/t5/Insu...perty-services

[Starglow]

You can contact the NC department of Insurance to file a complaint, but it sounds like lack of proper roof maintenance was the main contributing factor. If your roof was hit by hail or high winds that caused shingle damage then it would be covered. However, leakage caused during a heavy rainstorm with no associated shingle damage is not considered storm damage.

NCDOI - Home Page

[BoBromhal]

or that you disagreed with the adjuster, wanted a 2nd one to come, and wanted a thorough explanation of why they would be denying it.

[m378]

I don't see why this would be covered - roofs do require maintenance especially wear items like vent boots.

I also wonder if it's even worth filing a claim over and risking being dropped?

[Gearcrasher]

My roof is only a couple years old and I had major water damage. Adjuster said rain was driven up through vents and dormer flashing. Other than sealing roof airtight there no way to stop this kind of powerful force. They covered damage. Sounds like it is time to change insurance companies.

[CLT4]

I had USAA through the storm. Just finished switching companies after how horribly they handled our Florence claim (tree fell down and damaged deck, roof, gutters, wall, etc...). The claim rep that contacted me after I opened the claim gave me instructions on how to proceed. I followed those steps and submitted the documentation. A couple days later another rep contacted me and said they would have to deny parts of the claim because I had followed incorrect steps.

When I explained to them the first rep told me to follow those steps, they reviewed the file, and said "oh we are sorry we didn't record your call to verify this." The manager then said "I may be lying and it is their word against mine." Well I complained and escalated further, and the "resolution specialist" said the first rep took notes and documented the steps he explained to me (which made me upset the manager who had access to these notes said I was making this all up.) The resolution specialist apologized, but said the actual resolution can only come from claims leadership. So she presented the complaint to them, but ultimately the management team in claims had no incentive to admit their mistake... so I just got a response of "We are sorry, but our policies are our policies and there is nothing we can do." The claims department reviews all complaints against their own department at USAA...

I'm currently debating whether it is worth suing.

I have gotten an independent insurance agent that has an office down the street so I can walk into the office and file the claim with somebody with 20+ years of experience, rather than talk to these new hires in a USAA call center that don't know what they are doing.

[twingles]

Surprised to hear this, USAA usually treats their customers well at last that's my experience on the auto side.

[wheelsup]

Originally Posted by CLT4

I had USAA through the storm. Just finished switching companies after how horribly they handled our Florence claim (tree fell down and damaged deck, roof, gutters, wall, etc...). The claim rep that contacted me after I opened the claim gave me instructions on how to proceed. I followed those steps and submitted the documentation. A couple days later another rep contacted me and said they would have to deny parts of the claim because I had followed incorrect steps.

When I explained to them the first rep told me to follow those steps, they reviewed the file, and said "oh we are sorry we didn't record your call to verify this." The manager then said "I may be lying and it is their word against mine." Well I complained and escalated further, and the "resolution specialist" said the first rep took notes and documented the steps he explained to me (which made me upset the manager who had access to these notes said I was making this all up.) The resolution specialist apologized, but said the actual resolution can only come from claims leadership. So she presented the complaint to them, but ultimately the management team in claims had no incentive to admit their mistake... so I just got a response of "We are sorry, but our policies are our policies and there is nothing we can do." The claims department reviews all complaints against their own department at USAA...

I'm currently debating whether it is worth suing.

I have gotten an independent insurance agent that has an office down the street so I can walk into the office and file the claim with somebody with 20+ years of experience, rather than talk to these new hires in a USAA call center that don't know what they are doing.

Wow, looks like we will be dropping them as well. Good info here. Such a shame, USAA used to be really good.

[wizard-xyzzy]

On the other end of the spectrum, Kemper paid for a new roof on my house after Fran in 1996 even though exterior damage was minimal and there were no leaks. I think I'd run from USAA, complain to NC DOI, and then sue if you get no satisfaction.