Complaints

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• Initial Complaint

  Date:04/22/2025

  Type:Order 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.

  We signed a contract with them because our roof is slate, not many people have them anymore and we were told they would help us get the best results. We are 10 months out from the date of the damage 6-25-24 and apparently according to the letter I received from them 1 month from having no legal recourse to make State Farm pay. We have been asking for more then a month to have our contract released and to pay them out of the $1500 they have been able to get State Farm to pay. I could have gotten that much on my own. We just want something done before we are stuck with a roof that is damaged and no way to get it fixed. They tell me they are going to call back and usually never do. Its been a very frustrating process.

  

  Business Response

  Date: 05/08/2025

  Hello *******

  My name is ***** ******** and I am the Director of Claims here at Premier.  It is our goal to deliver a resolution that is both fair and timely, and we remain committed to pursuing the completion of this claim with diligence and transparency. I apologize for the frustrations that you have had during the process and I want to ensure that you have a smooth claims completion.

  Premier Claims was contracted on August 21, 2024, to assist in the negotiation of a property insurance claim following reported damages at your property address for the date of loss of 5/20/2024. 

  Upon execution of the contract, we initiated our standard claims process, which includes:

  - Initial Inspection & Documentation: We conducted an on-site inspection of the property, documented damages, and compiled supporting evidence including photos, estimates, and policy review.
  

  - Claim Submission & Correspondence: We submitted a claim package to the insurance carrier and maintained consistent communication to request necessary documentation and updates.

  - Delays Experienced:
  Unfortunately, the claim process has experienced delays due to extended response times from the insurance carrier. These delays have been from State Farm with a 6-10 response time from them.  

  While our goal is to maintain regular communication with insureds, the Client Specialists individual assigned originally assigned to your claim did not follow our standard communication expectations and was removed.  The desk adjusters on the file has remained the same throughout the entire process.  We understand the frustration that can arise from prolonged insurance claim timelines, especially when damage has impacted the client's property and the lack of communication makes things even more frustrating.  I have asked ****** to include me on your correspondences for monitoring purposes.  

  After several pressing correspondences with the carrier we did receive an estimate from your carrier which was significantly depreciated due to the age of the roof.  Currently we are working to gather a contractor estimate to help with pricing of your claim to ensure the work can be completed by your contractor of choice.  Our goal here is after the contractor estimate is received it will allow State Farm to increase the pricing on the claim and work to be completed accordingly on the property. 

  We are committed to getting this resolved for you in a prompt timely manner with State Farm to ensure claim completion.  I look forward to seeing through until the end with you. 

  Customer Answer

  Date: 05/08/2025

  The response from Premier Claims is bogus they do not even have the correct date of the claim.  The storm damage happened on June 25, 2024.   Gracie has promised to contact me every couple of days since taking this over and I haven't heard from her since April 28th.  I called this morning at around 9 am she texted me back said give me a minute to call you right back.  It is now noon, and I haven't heard from her.  All of my dealings with Premier Claims have been the same empty promises.  She called me on April 22 to tell me that they got me a full roof replacement and it wouldn't cost me any money out of pocket and they would be paid.  I have check in my possession for $1524.98, Premier has a check in hand it is for $1517.29.  This nowhere gets me a new roof, plus all the other hail damages and tree damage to my air conditioner unit that was brand new and pays them anything.  I have asked repeatedly for them to remove themselves from this claim.  They refuse to do so but they also refuse to do as they promised which was get me a new roof.  

  

  Business Response

  Date: 05/16/2025

  Good Morning *******

  Premier Claims was able to get a full roof replacement on the dwelling portion of your claim.  The only thing remaining on your claim is for the pricing portion to get resolved.  ****** requested earlier in the week a revised estimate from your contractor to include the pricing for the asbestos abatement.  The date of loss that was filed  with State Farm was the 6/25/2024 was a wind loss date, the damage to the outbuildings is hail and wouldn't fall under that particular date of loss.  The carrier would require two separate claims for different date of losses for wind and hail.   Premier Claims did want to work the 5/20/2024 date of loss because it had wind and hail but we were informed of the open claim and it was relayed that you only wanted that claim date of loss wanted to be pursued.  The contractor estimate we did receive was under the amount of the carriers scope of approved work.   We are extremely close to the finish line here with your main roof claim for the date of loss we have contracted for.  Once the contractor estimate has been received this claim will be resolved with the carrier.  

  Please continue to allow to resolve this matter once the contractor estimate is received for the dwelling so we can close this one out for you completely.