ComplaintsforMunicipal Mutual Insurance

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  April 2, 2024 - Tornado April 9, 2024 - Adjuster Mike C*** arrived at home to inspect April 16, 2024 - Insurance (Mike C**** emailed a very low estimate to me - $64,703 April 24, 2024 - I sent Mike most of my estimates from contractors totaling $157,121 May 6, 2024 - Mike sent out an Engineer to my property to look over my building / car port - engineer advised me that there was much more damage than Mike assumed. May 6, 2024 - Insurance (Mike C**** sent new estimate with check $112,662 (only includes $9k from the initial quote from my contractor $43k to fix storage building and car port) - missing $34k to fix my building / car port (no explanation). BTW, Mike sent this estimate (112k) before engineer had given his report to Mike. Mike sent the engineer but didn't want the report to give a proper estimate? Mike C*** (adjuster) made numerous mistakes on assessment of my property. Originally claimed my damage was from before the tornado, I sent him pictures proving him wrong. Also tried to list my building / car port as coverage B (unattached from home) - The building / CP is attached to home and falls under coverage A. Initially gave me a quote for $20k for the building /CP under Cov B, but changed to $9k under Cov A. There is no explanation and no urgency during my situation. My family is still without Air Conditioning and no work has been done to my home (5/22/24) because of the lack of urgency on the check. Mike C*** didn't fill out a proper "adjuster report" causing a longer delay in the process. Joey E**** (******** Insurance), Lance J****** ******* ********* Insurance) and Mike C*** (Adjuster) have been very rude and disrespectful during this whole process. Ignoring calls, belittling and consistently argumentative on my issues. Claiming that my HVAC issues were minor and that its considered a luxury (temperatures have reached 90 degrees in my home). Absolute worst of the worst with these companies-********* ****** Insurance, ********* Mike C***

  Business response

  06/05/2024

  Dear BBB,

  This response is for a complaint that was dated May 24, 2024 concerning the above-referenced insurance policy and claim that was filed.

  I have reviewed the claim file for the above-referenced insured and found the following information related to this complaint. Please note that this loss is the result of extremely high winds/tornados on April 2, 2024 that affected the Charleston, WV area as well as many surrounding areas.

  The insured’s agency, ******** Insurance, submitted a loss notice to the company on April 2, 2024, stating that there was a tree on the house, carport, porch, deck and HVAC unit. Within the loss notice, the agency selected the “Wind” box as the kind of loss that had occurred. On that date, the claims department processed the claim, sent the insured an acknowledgement letter, and also sent the loss to C*** Adjusting Services for handling of the claim to begin.

  On April 3rd, C*** Adjusting spoke with the insured and they also contacted a tree service company, ** ********* Tree Service, to arrange for an estimate and removal of the tree. On April 4th, C*** Adjusting requested a check from our office for $9,000.00 for the tree removal work that was being performed. ********* ****** processed a check for that amount and the check was sent to C*** Adjusting’s office, *** on that same date.

  On April 9th, Mike C*** met with the insured to inspect the damage. Mr. C*** advised the insured that he would put together an estimate for the findings. During the inspection, Mr. C*** determined that debris needed to be removed from the premises due to it being a hazard. ******* Construction Company was contacted to take care of this service and ********* ****** issued payment for the debris removal / cleanup directly to the contractor on April 14th.

  On April 16th, C*** Adjusting completed their repair estimate and provided a copy of the estimate to the insured. Mike C*** contacted Mr. ***** to go over the estimate on that date and Mr. ***** immediately said it was not enough money and he’d be sending in his own estimates.

  On April 21st, ********* ****** received an invoice from ******* Construction for water mitigation cleanup in the insured’s basement. The insured reports that since the gutter was damaged, water leaked into the basement. ********* ****** issued payment for this service on the same day, April 21st.

  On April 24th, C*** Adjusting received the insured’s spreadsheet which listed the figures of the estimates he received and wished to be paid based off of. On that same day, Mike C*** contacted an engineer, Darren F*****, to perform an inspection on the property to go over some of the issues in question.

  On April 29th, the engineer visited the property, and the inspection took place. The engineer contacted Mike C*** to advise him of the findings and indicate when a report would be ready. C*** Adjusting revised the insured’s spreadsheet, based on the engineer’s findings, providing benefit of doubt to the insured in many circumstances. On that same day, the revised copy of the spreadsheet was sent to Mr. *****.

  On April 30th, ********* ****** issued payment to Mr. ***** in the amount of $111,662.23, the amount of the revised spreadsheet figures less the $1,000 policy deductible.

  On May 9th, ********* ****** received the report and photos from the engineer. In addition to the other payments that were issued on this claim for various services and repairs, the insured demanded that the company pay for additional living expenses since the air conditioning units of the house were not operating. ********* ****** and C*** Adjusting Service made mention to the insured that the lack of air conditioning does not deem the house uninhabitable, however, the company elected to provide the insured with additional living expenses. A total of $5,225.00 was issued throughout the claims process. Our office even overnighted the first check of $2,000 that was issued to the insured in order to expedite its receipt.

  While C*** Adjusting Services and the Company both worked diligently to try and help the insured and *** of our policyholders that experienced damage due to this catastrophic event. The insured communicated to both C*** Adjusting and the Company via phone, mail, email, and text that he was dissatisfied with our response time and that no one was doing anything to help him. It was also stated that both C*** and the Company didn’t know how to perform our job responsibilities and that the Company would be hearing from the Insurance Commissioner, a public adjuster, and possibly an attorney.

  The Company’s independent adjuster, C*** Adjusting, provided the insured with a tree company, emergency mitigation company, and drafted their own estimate for the repairs to the dwelling, other structures, and contents, but after the insured strongly disagreed with the amount of the necessary repairs and cost, C*** Adjusting elected to work with the spreadsheet of estimates that were provided by the insured and to date, the Company has also submitted the necessary items to the insured’s lienholder on the property so that check processing can be expedited and payments can be made to the contractor or contractors in a timely fashion.

  I am sorry that the BBB had to become involved in this matter. If you would need anything further, please feel free to give me a c*** or send me an email. 

  Customer response

  06/06/2024

  It is unfortunate that the BBB was brought into this, if the job was done correctly, we wouldn’t have this problem.
  

  You failed to address the main concerns in my complaint.  The huge misses and negligence by adjuster Mike C*** and ****** ********* Insurance.
  

  Where is your response?  You only listed what was done, which is your job.  
  

  **The $43k quote for my storage building / carport, which your adjuster approved $9k.  Where is the reasoning?  Mike didn’t call Carson as he stated he would.  Mike didn’t receive the report from the engineer that he requested.  Why did he send out low settlement before receiving the reports from the engineer?  
  
  **Why is Mike C*** using “his guys” to handle some of my issues and paying them out of the claim?  Without my acknowledgment of what is being done and no idea of the cost.  My drain outside my basement door was ruined by the tornado and flooded my basement.   Mike decided to send his guys (******* Construction) to rip up my carpet.  Again, nothing was sent to me regarding what was to be done or the cost.  CC ripped up my carpet but didn’t follow standard procedure to deal with Mold.  No dehumidifiers, no air scrubbers, and no tear up on my walls of 24” – instead they added two air movers in the basement.  While we were gone these air movers remained on, spreading mold throughout my basement.  I have had multiple contractors to my property, and they are in disbelief of what has been done.  We have large quotes to fix the mold in the basement now, Mike C*** and Lance J****** and the rest of the crew refuse to accept responsibility.  Lance J****** only explanation is that my policy doesn’t cover mold.  The company needs to come out and right the wrong that has been done.  My insurance policy does cover drains, but they fail to help me with this as well.  Also, Mike hired ******* Construction to clean up debris from the tornado.  Again, nothing was sent to me regarding payment and item description of what should be done.  The cleanup process wasn’t done to satisfaction, tons of debris still in my yard.  
  

  **Why is Mike C***, the adjuster using “his guys” to handle things involving my claim, and paying money out of my claim to “his guys”.  Without indication of work done, details and cost.  And he questioned me when I told him I had contractors to work on my house.  
  

  As stated before, this has been an absolute nightmare dealing with ****** ********* Insurance, Mike C***, Joey E**** and Lance J******.  Also, Brain T***** is the president of *** and he has not returned my call after messages have been left for him.  
  ***** *****
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩