Complaint Review: Haley Woods

** Complaint Narrative:

I have an insurance policy with Lloyds of London, which was placed with my local agent in Houston, Patrick Craig, via Tapco and about three months ago my A/C unit was stolen. I called Patrick Craig and filed a police report. I have been jerked around from the very beginning. After speaking with my agent, I was told via email that the adjuster would be contacting me soon. That didn't happen. Later, I was put in contact with Jeffery Hart from Crawford and Company (Crawco) Insurance, who I found out is the adjuster for Lloyds of London. Mr. Hart apologized for the delay and I gave him the police report info. Then I didn't hear from anyone for 10 days so I again contacted my agent, Patrick Craig. I then received an email stating that I needed to sign a non-waiver agreement & have it notarized. I signed & returned it. There were no requests asked of me in my initial conversation with Mr. Hart, if there were it could have gotten things moved along more quickly. Then after I get them the non-waiver agreement, there is no response. Nobody from Lloyds of London, Tapco or Crawco is doing anything. So, I called & emailed my agent again to let him know that I still have not heard from anyone. I then receive a call on 8/15/11 at 12:27 p.m., from Mr. John Toller, another representative from Crawford and Company. Although Mr. Hart never asked me for any documentation, on
8/15/11, Mr. Toller asked me for an invoice for the newly installed A/C unit and pictures. I got them to him the very next day on 8/16/11. Then even though in our conversation on 8/15/11, Mr. Toller told me that he had the preliminary police incident information and he would file for the official police report (I have this on a digital voice recording to prove it), he subsequently sends me an email asking me to get the police report. Incidentally, I asked Mr. Toller how long it would take "from A to
Z" to get this claim taken care of, he told me it would be done "by the end of the week." That would have meant 8/19/11, we're now at 10/19/11 and nothing has been resolved. I again sent an email to my agent, Patrick Craig, Mr. Toller and Mr. Hart stating that I was going to move forward with a complaint to the BBB and TDI, In the meantime, a local adjuster from Crawford and Company, Haley Woods, went out to the house, inspected the A/C then sent me an email stating theft is not covered! Then why even go out there, ask me for pictures, a police report an invoice, give me a claim number, tell me that I will be reimbursed for the balance after I pay my deductible (which is $2000 after paying the $500)? After I get all of the information to them, then suddenly Ms. Woods tells me via email that theft is not covered.

** Fair Resolution:
I was told by Mr. Hart that I would have to pay a $500 deductible. I paid $2500 for the A/C to be replaced. At this point, considering I have spent over two months and many hours, fighting with the agents, jumping through hoops and being deceived, I
would like to be reimbursed the full $2500. If this has to be settled in court, I will ask for a much, much higher amount to cover my time, legal fees, court costs, etc.
 
Perpetrators:
Patrick Craig, my local agent
Patrick Craig
Farmers Insurance
23904 Highway 59 N
Kingwood, TX 77339-1533
281-358-0611 (Office)
888-559-6040 (Fax)
http://www.farmersagent.com/pcraig
 
John M. Toller
Property General Adjuster
Crawford & Company
25 Scotch Road Suite A-4
Ewing NJ 08628
phone: 609-403-7949
fax: 609-671-9602
 web: www.crawfordandcompany.com
 
Jeffery M. Hart
Excess & Surplus Lines Claims Manager
Crawford and Company 600
Reed Road, Suite 203 Broomall, PA 19008
610-353-1868 x34
610-353-0516 Fax
484-643-2955 Cell
 
Haley Woods
Property Adjuster
USP&C Texas
Service Center
Crawford & Company
3100 S Gessner, Suite 500
Houston TX 77063
fax: (713) 266-8835
cell: (817) 600-7442
web: www.crawfordandcompany.com
 
Ellen McBride
Tapco
Underwriters
(877) 827-2699 ext. 6851
14001 N Dallas Parkway Suite M-100
Dallas, TX  75240