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Sidney's complaint:
January 27, 2013

Insurance Company: Western Mutual Insurance Group
Coverage Type: Homeowners Insurance

  • PolicyHolder Service - Delays/No Response
  • PolicyHolder Service - Denied Access to Services
  • PolicyHolder Service - Abusive Service
  • PolicyHolder Service - Inadequate Reimbursement
  • PolicyHolder Service - Unfair Negotiation
  • Claim Handling - Rude/Abusive Adjuster
  • Claim Handling - Unsatisfactory Settlement/Offer
  • Claim Handling - Fraud
  • Claim Handling - Unjustified Accusations
  • General - I feel abused by this company

I recently experienced an accident at my home in which the down stairs toilet overflowed during the night causing a flood to about 90% of the 1st floor of my house. My wife and I imediately tried to contact our Homeowners Insurance Company(RESIDENCE MUTUAL/WESTERN MUTUAL INSURANCE COMPANY). I had begun using my shop vacum to try and clean up the water. Being it was a Sunday, we got no one live on the phone only automated recordings. We then contacted a damage control company to begin working on drying out the the house to avoid any further damage. The company did come and began working to dry the house out including assessing and taking pictures of all the damage including infa red. The insurance company did contact me the following day and I explained to the adjuster John McLaughlin what happened. He was not very cordial to me from the start,stating I should not have hired that company to do the damage control because he had his own people he wished to bring in and do all the work. He stated to me to not allow the damage control company do any thing else to the house until he had someone assess the damage to the house. His field agent arrived to assess the damage and after he was finished he told me that the damage control company was doing ok and they could continue the drying out process including removal and disposal of the damaged material He also told me that he wanted to be hired to repair the damage. In the mean time The damage control company walked me through and showed me where the damage was and how the repair work should be done. They also explained that they did repair and construction work also. The field company from Mr. McLauglin came back and did the final walk through also to assess the final damage to the house. When they walked though with me they looked at the work done by the other company They saw what had been removed and they told me it wouldn't be any problem to repair it. My wife and I decided that we would prefer the damage control company to take care of all of the work required on our house. Mr Mclaughlin called me later and stated he was sending another person to assess the house again. Since that time we have no cooperation from Mr. Mclaughlin. I believe that Mr Mclaughlin and his people have some a hidden agenda involved in the fact that he wanted only them to do the work. He has refused to speak with my contractors. He had absolutely no compassion for me or my wife who had just recently had major surgery and was home recuperating. I hope this is not a common occurence of Insurance Companies I had never filed any homeowner's claim previouly and my premiums were all was paid on time so I don't understand why customers are treated with such disrepect!
Sid Leggs

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