Hurricane Ian victims struggling with insurance claim payouts

LEE COUNTY, Fla. — Two months after Hurricane Ian hit Southwest Florida, we’re discovering out that householders with injury are struggling with insurance claim payouts.

“You pay your insurance and also you anticipate to get that again, particularly if you’ve by no means had a claim in virtually 30 years we have lived in that house,” exclaimed Iona Homeowner Teresa Hall. “I’m flabbergasted. Really, I simply suppose it is so upsetting. I imply, it makes it arduous to sleep at evening. What are we ever going to get again in our house? Can we afford to get again in our house?”

Teresa and her husband, Matt Hall, reside within the Iona neighborhood of Fort Myers and work for nonprofits on Captiva and Sanibel Island– all hit by Hurricane Ian on the finish of September.

Ian flooded their whole house and broken their $50,000 greenback solar panel roof, pool enclosure and outdoors storage.

“We simply spent a bunch of cash new roof, we have redone the plumbing learn, every little thing was as much as code,” Matt Hall defined.

One week after submitting their claim, it rained and when he returned to examine on the home, Matt mentioned, “I heard a waterfall in our home and we had two bed room ceilings collapse, insulation, drywall and every little thing.”

At the top of October, their insurance firm despatched a couple of checks for about $6,000 {dollars} that have been their payout after their coverage’s $18,000 greenback deductible.
“We tried to do our personal due diligence, what we’re purported to do as a result of if you drive by way of Florida, particularly Lee County, ‘Don’t name a public adjuster, do not…’ all these this campaigns of not utilizing a public adjuster,” Matt harassed.

The couple mentioned they have been scared to hunt assist as a result of the state’s Chief Financial Officer (CFO), Jimmy Patronis, was warning hurricane victims to not signal contractors and public adjusters.

For instance, on Oct. 18, Patronis posted a video on Facebook stating, “Do not signal something. There are unscrupulous gamers on the market, along with the great ones, however don’t be taken benefit of.”


“We have quite a lot of ethics and honesty and we wish to do the precise factor on a regular basis, however if you get simply shut all the way down to the purpose the place you are not even getting responses again out of your insurer,” Teresa Hall defined that’s once they determined to rent assist.

“The insurance firm closed these peoples’ claim earlier than they even had a duplicate of their coverage,” mentioned Rick Tutwiler of Tutwiler & Associates Public Adjusters out of Tampa.

Tutwiler advised us that he spent a month attempting to get the Hall’s claim reopened, listening to again on November 15.

“We are in receipt of your letter of rep…” he learn the e-mail to ABC Action News Reporter Stassy Olmos the day it got here in.

Tutwiler mentioned the Hall’s are simply two of the lots of of Ian victims he’s attempting to assist, and he provides that their story isn’t the worst of them.

“A number of hundred, yeah, and so they vary from householders to resorts. We attempt to assist all people,” he mentioned.

We spoke with one other public adjuster, Mendy Lipszyc, of Panther Public Adjusting out of Miami, to see if he was inundated as properly.

“Last week alone, we signed about 20 to 25 shoppers,” Lipszyc mentioned in mid-November.

“These are all folks whose insurance has come again with claims which can be simply far under what they imagine they deserve?” Olmos requested.

Lipszyc mentioned it’s hurricane victims who really feel shorted, in addition to those that can’t get ahold of their insurance firm.

“Some of the stuff we’re seeing is just outrageous,” Lipszyc added.

He defined that many property insurance firms are denying claims saying they’re the results of flooding and never lined below the usual home-owner’s coverage.

“I went in after this home-owner was denied. I went on the roof; there may be puncture holes in her metallic roof… that is not attributable to flooding,” Lipszyc exclaimed.

The Florida Association of Insurance Agents warned hiring an adjuster will value householders cash as a result of they take 10% of a claim when a state of emergency is asserted.

I requested Florida’s state-backed property insurer, Citizens Property Insurance Corps, when a house owner can be legitimate in hiring assist.

“What we now have at all times mentioned… give your insurance firm the prospect to do the precise factor, and I believe that 9 possibilities out of ten, that’s going to maintain your coverage,” mentioned Michael Peltier a spokesperson for Citizens.

We then went to the American Policyholder Association (APA) Executive Director Doug Quinn for his recommendation.

“If any person feels that they’re being cheated by their insurance provider, they see one thing that they really feel is dishonest or unlawful; it by no means hurts to get a session with an expert, corresponding to a public adjuster or an lawyer,” Quinn suggested.

He provides that the APA has been fielding complaints concerning insurance firms out of Hurricane Ian already. He mentioned some are from householders and a few are from adjusters employed by the insurance firms.

According to the Office of Insurance Regulation (OIR) claims database, greater than 358,000 householders have filed claims out of Hurricane Ian as of November 30. The division is reporting virtually 95,000 claims closed with out cost, and greater than half of complete claims closed usually.

Hurricane Ian victims struggling with insurance claim payouts seek help from public adjusters

Florida Office of Insurance Regulation

The Halls mentioned that they tried to name and attain out on-line to the CFO’s workplace for assist with their claim however by no means heard again.

On November tenth, they wrote a letter to Patronis and nonetheless, they mentioned they haven’t heard again.

“I’m reaching out to Tallahassee… to the boss, proper, the one which’s on the market saying do not pay something, you paid in your insurance, name your insurance firm… and right here we’re,” Matt Hall mentioned.

On November 18th, we reached out to each the CFO’s workplace in addition to OIR with a number of questions concerning householders’ issues.

On December 7, a spokesperson for OIR mentioned in an e mail assertion:

“OIR expects insurers to do every little thing doable to answer the wants of impacted Floridians, restore a way of normalcy, and facilitate restoration and restoration in impacted communities. Consumers are inspired to work carefully with their insurance firm and agent in the event that they really feel they’ve been wrongfully denied or unfairly compensated concerning a claim. Consumers ought to first present the insurer with injury estimates or extra documentation to help their claim.”

Olmos additionally tried the method of submitting a criticism by way of the CFO and OIR herself.

The contact hyperlink on the CFO’s web site returned an error web page stating “file or listing not discovered” as quickly as she chosen the choice to “file an insurance criticism.” She was capable of get to the submission web page by way of the “Report an Insurance Concern Online” button below “Get Insurance Help.”

When she tried calling the (877) My-FL-CFO quantity on the finish of November, she waited 20 minutes earlier than she was transferred to an overflow line the place an worker who claimed to be from one other division mentioned she might take the criticism.

When clicking the buyer helpline hyperlink on the OIR’s web site, it hyperlinks to the identical CFO error web page.

Neither workplace has answered our questions concerning the damaged hyperlink.

We additionally reached out to the Hall’s insurance firm. A spokesperson mentioned in an e mail that they obtained a letter from a public adjuster representing the Halls on November 1. They mentioned it “included new pictures exhibiting inside injury attributable to post-Ian rains, in addition to extra restore estimates. The claim was reopened on November 15 and shall be readjusted.”

“When it is your property and you don’t have any roof, and so they’re providing you a 3rd of the associated fee providing a 3rd of the associated fee. How might you not rent an lawyer or an adjuster to characterize you?” Matt Hall exclaimed. “I do not wish to get emotional,” he paused, “But with out them, I do not know the place we might be.”

We spoke with one other Ian sufferer struggling with her insurance claim. The home-owner didn’t wish to be recognized, however she owns a manufactured house in Venice and misplaced her carport and whole entrance room– which she mentioned her insurance firm wrote as a “weather-tight room,” disqualifying it from protection.

She had been calling her insurance and preventing again for a month and a half on the time we spoke with her.

When we reached out to her insurance firm, we have been capable of verify that generally insurance adjusters can miss issues.

The firm advised us in an e mail response:

“The Adjuster initially didn’t write for the weather-tight room; nonetheless, in the course of the desk evaluation course of, the error was corrected and the weather-tight room was included within the examine.”

Even then, the home-owner advised us that the examine nonetheless wasn’t sufficient for repairs, so she’s now looking for a public adjuster.

Tutwiler added that householders shouldn’t be discouraged from hiring a “client advocate like public adjusters.” In reference to the CFO’s statements, he mentioned, “I perceive, there’s good and there is unhealthy on the market. We’re extremely regulated by the Department of Financial Services as it’s… so if there are unhealthy actors on the market, implement one thing on them, droop their licenses or do one thing, however do not solid a broad web on all public adjusters.”

So what can a house owner do once they’re frightened about receiving a good claim?

Here are some suggestions from the American Policyholder Association:

  • Take footage of all injury from all instructions
  • Document all communication with all provider workers 
  • Videotape any inspections to doc the actions of an adjuster
  • Request copies of your coverage and the inspection report
  • File any issues or complaints with your insurance firm to the chief suite; this is called a “Presidential criticism”
  • File any complaints with the state’s insurance workplace, together with documentation

Policyholders can discover extra recommendation on tips on how to advocate for themselves with their insurance firm on the APA web site right here. For particular recommendation after pure disasters, go to the APA web site right here.

One of the most important issues for Ian victims proper now’s ready for what’s referred to as mediation.

That’s when the CFO’s workplace units up a location with a 3rd occasion to mediate claims between householders and insurance firms. Two months after Hurricane Ian and the CFO’s workplace has not launched any info concerning mediation.

One query householders might have is that if they money a examine despatched by their insurance firm — does that imply they’re accepting the claim and the funds as closing cost?

Tutwiler explains it is not binding except the examine or accompanying letter states that by cashing the examine it means closing cost.

We have additionally discovered that some firms supply reductions when writing insurance policies that give householders no choice however to both settle for cost or the insurance firm will ship their very own contractors to do the work.

We did a report after Hurricane Ian with a number of insurance specialists warning of door-knockers seeking to rip-off hurricane victims — typically contractors who get householders to signal what’s referred to as an task of advantages or AOB, permitting a 3rd occasion, typically a roofer, to take over with the insurance firm.

According to the OIR, the abuse of AOBs has fueled runaway litigation, placing thousands and thousands of {dollars} from insurance firms into the pockets of roofers and their attorneys and now driving up the price of all householders’ premiums.

Nationwide, Florida represents about 9% of claims, however 79% of claims lawsuits. Experts say it’s these underwriting prices which have induced greater than a dozen carriers to drag out of the state or go bankrupt in the previous few years.

These are all issues that everybody within the insurance business, from insurance firms to public adjusters, hope shall be up included within the Florida legislature’s particular session beginning Monday, Dec. 12.

It’s the second particular session referred to as this yr for property insurance reform.

Governor Ron DeSantis’s workplace advised us that the session aimed to “cross extra reforms to additional stabilize Florida’s property insurance market that can introduce extra competitors and insurance policies designed to decrease the costs for customers.”

On Tuesday, the home speaker and senate president issued a proclamation for the particular session with a listing of laws they goal to sort out.

They are as follows:

  1. Reduce the price of litigation concerning property insurance claims.
  2. Foster the supply of reinsurance for property insurance.
  3. Improve claims dealing with practices in property insurance 
  4. Modify deadlines for notices of property insurance losses and restrict the task of advantages below property insurance insurance policies.
  5. Prescribe property insurance necessities concerning different dispute processes, protection choices, and agent practices.
  6. Increase oversight of property insurance market individuals
  7. Improve the monetary stability of the Citizens Property Insurance Corporation, scale back the potential for assessments associated to the Citizens Property Insurance Corporation, and foster the transition of Citizens Property Insurance Corporation insurance policies to the personal property insurance market.
  8. Provide tax aid and different monetary help associated to damages ensuing from Hurricanes Ian and Nicole.
  9. Provide extra mechanisms to help the Division of Emergency Management for pure catastrophe response, restoration, and aid efforts.
  10. Establish a statewide toll credit score program for frequent Florida commuters.
  11. Provide appropriations to implement such laws.

The OIR additionally suggested of their e mail assertion:

“OIR encourages customers who having points with a claim to report it; customers can report points with claims on DFS’ web site right here []. This will help the State in reviewing relevant info associated to the claim and figuring out what motion might be taken to help the buyer. If wanted, there are different dispute decision processes out there to policyholders, corresponding to mediation and appraisal. Consumers might request mediation with the DFS Division of Consumer Services or comply with the steering of their coverage for requesting appraisal.”

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