- Report: #803399
Complaint Review: Allstate Insurance Company - Northbrook Illinois
Reported By:
Andrew -
Sterling, Virginia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Allstate Insurance Company
2775 Sanders Road Northbrook, 20165 Illinois, United States of America
Phone:
847-402-5000
Web:
http://www.allstate.com
Categories:
Business Rating:
(0)
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Allstate Insurance Company ALLSTATE APPROVED REPAIRS THEN STOPS PAYMENT Northbrook, Illinois
I am contacting you regarding the recent activity on my Allstate insurance claim. In September 2011 my basement sustained a large amount of water damage. Allstate sent adjustor Thomas N. out to my home to survey the damage. On this date I received the written claim which states that I am to be given $11,669.04 in order to repair my basement to its condition prior to the storms. The event was classified as water damage. I specifically advised Thomas that water entered the basement through the French doors & the 90degree elbow disconnect from the PVC pipe which recycled water through the sump pump.
In the days that followed I pursued quotes for repair with 3 different contractors & selected the one that came closest to the claim amount I was awarded. The contractor pointed out the following concerns: -The entire basement area will need 2 coats of paint to be repaired as it is 10 years old. The estimator only quoted 1 coat. -The ceiling tiles had warped from the humidity & moisture. These would have to be replaced. The estimator did not address the ceiling. -I have 15 recessed lights placed in my ceiling. An electrician would have to come in to properly reset once replacement ceiling was put in. As none of this was included on the original claim, I contacted Allstate to send Thomas back out for further review & possible increase in funds on my claim. At that time I was told that Thomas is no longer working in my area & once they could send me a new adjustor they would contact me.
Two weeks later Caid R. came out to our home to address our concerns. Caid took a quick look at our basement & proceeded to go out to his vehicle for the next half hour. He came back into our home & advised that we were not covered under our policy & if it was him conducting the initial assesment we never would have been awarded the $11,000. We got our agent John M on the phone & proceeded to debate what our policy included and did not. It became quickly apparent that John & Caid were not on the same page as to what we were paid for, what was available to us here in Virginia and what monetary amount Allstate would provide. Since this I have been on the phone with Allstate several times & each employee has become ruder than the next: -Caid (adjustor#2) advised that we were not going to receive any further funds than we already had received ($6800) & that we should consider it a gift. John (our agent)-advised we were fully covered by VA standards and that the water backup coverage Caid refers to is not available in Virginia. When I attempted to add this coverage (for future) via the website (and as Caid was standing next to me) it allowed me to do so.
-The next day Crystal in customer service emailed that I did already have the needed water backup coverage policy in question.
-This evening another employee called me from customer service to discuss & the end result was the employee advising they did not care if I escalated the matter.
On October 26, 2011 Robert (National Catastrophe Team) contacted me at work to advise me that he is trying to obtain more financial funds to help me on repairing my basement. On the next day he called and said that he cant obtain more funds and to quote him verbatim Keep fighting dont give up. On Friday October 28, 2011 I contacted your customer care center and the service representative advised that I am fully covered. (See attached email) On Monday November 14, 2011 I received a reply back from Joe of the office of David Prendergast to express empathy of the situation and to advise me that its was a mistake on Allstates behalf that the adjuster approved the claim. On November 18,2011 Wrote to Michael J. Roche Executive Vice President, Allstate Claims still I havent received a response back as of today.
On Wednesday November 23,2011 I spoke to Nichole she advised me that the Caid(adjustor #2) had a different conclusion how the damaged happened and that is why I am getting denied on my claim. At this point, it is obvious that there are several inconsistencies in what we are being told & the issue is becoming more confusing by the day. Bottom line I was told almost 2 months ago that I had full coverage & now suddenly I am told I should not have received a cent. According from Allstates Business Practice Credo: If people dont believe well do what we promise, Allstate has no business being in business. So for us, integrity is everything. In conclusion since Allstate had the opportunity to inspect the item in question prior to issuing a policy and accepting my premium payments. Because they did not do that, the fact that they issued a policy and accepted my premium payments mean that you warranted that the item was in insurable condition. Please forward to me at home address either a check for the repair of the item or a refund of all my premium payments from August 1999 thru November 28, 2011.
In the days that followed I pursued quotes for repair with 3 different contractors & selected the one that came closest to the claim amount I was awarded. The contractor pointed out the following concerns: -The entire basement area will need 2 coats of paint to be repaired as it is 10 years old. The estimator only quoted 1 coat. -The ceiling tiles had warped from the humidity & moisture. These would have to be replaced. The estimator did not address the ceiling. -I have 15 recessed lights placed in my ceiling. An electrician would have to come in to properly reset once replacement ceiling was put in. As none of this was included on the original claim, I contacted Allstate to send Thomas back out for further review & possible increase in funds on my claim. At that time I was told that Thomas is no longer working in my area & once they could send me a new adjustor they would contact me.
Two weeks later Caid R. came out to our home to address our concerns. Caid took a quick look at our basement & proceeded to go out to his vehicle for the next half hour. He came back into our home & advised that we were not covered under our policy & if it was him conducting the initial assesment we never would have been awarded the $11,000. We got our agent John M on the phone & proceeded to debate what our policy included and did not. It became quickly apparent that John & Caid were not on the same page as to what we were paid for, what was available to us here in Virginia and what monetary amount Allstate would provide. Since this I have been on the phone with Allstate several times & each employee has become ruder than the next: -Caid (adjustor#2) advised that we were not going to receive any further funds than we already had received ($6800) & that we should consider it a gift. John (our agent)-advised we were fully covered by VA standards and that the water backup coverage Caid refers to is not available in Virginia. When I attempted to add this coverage (for future) via the website (and as Caid was standing next to me) it allowed me to do so.
-The next day Crystal in customer service emailed that I did already have the needed water backup coverage policy in question.
-This evening another employee called me from customer service to discuss & the end result was the employee advising they did not care if I escalated the matter.
On October 26, 2011 Robert (National Catastrophe Team) contacted me at work to advise me that he is trying to obtain more financial funds to help me on repairing my basement. On the next day he called and said that he cant obtain more funds and to quote him verbatim Keep fighting dont give up. On Friday October 28, 2011 I contacted your customer care center and the service representative advised that I am fully covered. (See attached email) On Monday November 14, 2011 I received a reply back from Joe of the office of David Prendergast to express empathy of the situation and to advise me that its was a mistake on Allstates behalf that the adjuster approved the claim. On November 18,2011 Wrote to Michael J. Roche Executive Vice President, Allstate Claims still I havent received a response back as of today.
On Wednesday November 23,2011 I spoke to Nichole she advised me that the Caid(adjustor #2) had a different conclusion how the damaged happened and that is why I am getting denied on my claim. At this point, it is obvious that there are several inconsistencies in what we are being told & the issue is becoming more confusing by the day. Bottom line I was told almost 2 months ago that I had full coverage & now suddenly I am told I should not have received a cent. According from Allstates Business Practice Credo: If people dont believe well do what we promise, Allstate has no business being in business. So for us, integrity is everything. In conclusion since Allstate had the opportunity to inspect the item in question prior to issuing a policy and accepting my premium payments. Because they did not do that, the fact that they issued a policy and accepted my premium payments mean that you warranted that the item was in insurable condition. Please forward to me at home address either a check for the repair of the item or a refund of all my premium payments from August 1999 thru November 28, 2011.
