Complaints

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• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I got homeowner insurance quotes from this agency, I thought and told the agent the roof is around 10 years old. Soon after that I learned from previous owner that the roof is actually 5 years old - it was replaced in 2019 because of hail damage. I got the claim document, issued by Allstate, and asked this agency to update the quote. I believe this should be fairly simple with this evidence. However, they reported back to me that the claim document issued by Allstate is not proof that Allstate, my current insurance company, accepts. Does that make any sense? Allstate doesn't accept their own claim documents? I asked them to simply give me a new quote with the correct roof age and they didn't respond.

  

  Business Response

  Date: 08/05/2024

  The information provided from the claim is an estimate from the adjuster.  There is not proof that the roof was updated, and that is the issue.  This is a corporate level decision, and we have to have one of the following to update a roof age.  **** has sent in the document to home office, and they are the once that ultimately make the decision, not my local agency.  **** will try to follow up again on Wednesday.  This complaint shoudl be sent against home office, as this is not a policy we have control over.

   

  Documentation Requirements:
  All documentation received must include the following:
  Insured's property address matching garaging address on the policy.
  Complete description of the work done.
  Year the work was completed.
  Licensed contractor.
   NOTE: Documents written in another language must be translated to English. Provide both the original copy and the translated copy. 
  
  
  Acceptable Documentation:
  Contract or invoice - Must show that work was completed or paid for.
  Quote/Proposal - Must show accepted by customer (via signature) or that work was completed and paid for.
  Permits - Date and roof work must clearly be stated and inspection completed and passed.
  Letters of Experience - Best option for insured who is a licensed contractor and did the work themselves.
  Proof must indicate insured is a licensed contractor and include license information.
  Appraisal - Description of work done may be in the notes.
  Seller's Property Disclosure Form.
  Warranty.
  Home Inspection not performed by Allstate.
  Myriad Inspection - Only if the original inspection had roof concerns and the second look inspection or an approved appeal that shows roof has been replaced.  
  Both inspections must take place within the same calendar year in order to use that year as proof of the roof age