Month: February 2018

Port Aransas resident fed up with Texas Windstorm Insurance Association

TEXAS WINDSTORM INSURANCE ASSOCIATION — THAT SHE’S PUT UP A LARGE SIGN STEPHANIA SHE CLAIMS THAT TWIA ISN’T HELPING HER OUT

EVEN AFTER SHE SPENT YEARS PAYING HER INSURANCE KRIS-6 REPORTER SYLVIA MARTINEZ SPOKE WITH HER SHE TELLS US WHY SHE PUT UP THAT SIGN

PKG SYLVIA WX PLASMA 00:09:20 SHE PUT UP THE SIGN BECAUSE SHE SEES SOME FOLKS REBUILDING AND SHE’S READY TO REBUILD, BUT SHE CAN’T BECAUSE THE INSURANCE WON’T PAY, AND SHE WANTS HER COMMUNITY TO KNOW SHE’S NOT GIVING UP PKG CHERITH FENTON SAYS SHE IS FED UP AND FRUSTRATED WITH TWIA SOT 12:24:43:00 “it’s mind-blowing How can you look at this and tell me oh I can rebuild that for the amount of money they gave me It’s pretty unbelievable” 12:24:52:00 VO FENTON OWNS THIS PROPERTY WITH FOUR RENTAL HOMES

HE’S FRUSTRATED THAT SHE CAN’T REPAIR OR REBUILD BECAUSE SHE’S STUCK WAITING FOR A CHECK SOT 12:24:52″all these years i’ve been paying insurance and I finally have to use it and they’re not helping me” 12:24:59 VO THE DAMAGE IS ALL WIND-RELATEDAND FENTON SAYS TWIA WILL ONLY GIVE HER 25 PERCENT OF WHAT SHE NEEDS ONLY ENOUGH TO REPAIR ONE OF HER FOUR HOMES SOT 12:22:06 “they’ve inspected the property two or three times they have now told me they are going to send out another engineer but not for another 30 days

” 12:22:15 VO BEFORE THE STORM, THESE HOMES WERE FILLED WITH FAMILIES SOT 12:23:11 “They were all occupied and every renter lost their home and all their belongings” 12:23:18 SOT 12:40:55:17 “fenton says residents had to get out so fast they left a refrigerator full of food Six months later, they’re gone and Fenton is still waiting on TWIA” SOT 12:21:13 “I’m at a complete standstill and i’m looking for some help and any way I can get it” 12:21:18:27 VO AND FENTON’S NOT THE ONLY ONE LOOKING FOR SOME HELP

WE SPOKE WITH SEVERAL OTHER RESIDENTS WHO ALSO FEEL STUCK WAITING ON TWIA WX PLASMA A SPOKESWOMAN FOR THE TEXAS WINDSTORM INSRUANCE ASSOCIATION SAYS IT FOUND OUT ABOUT THE SIGN ON FRIDAY AND IS ACTIVELY WORKING ON THIS AND ALL OTHER CLAIMS SYLVIA MARTINEZ KRIS 6 NEWS

LEE

 

A letter to TWIA

This is a re-print of the article form The Port Aransas Jetty, Scott Burroughs, Jan 31, 2018

 

We just received a bill for our 2018-2019 Texas Windstorm Insurance Association (TWIA) premiums. Attached is the first draft of a letter to accompany our payment.

Dear TWIA:

We are in receipt of your invoice for our 2018 Windstorm Insurance policy. We are so impressed by the way you are still handling our Harvey claim (five months after we filed it) that we have decided to employ your same protocols in paying this bill.

Although we would like to fulfill our obligation to pay you immediately, we have a few internal policies that we had not previously disclosed to you, that may cause some delays. We have no legal, moral or business reason to follow these policies, but we will follow them anyway because, after all, they are our policies.

Prior to issuing you a check our adjuster (me) must review your invoice. Once the initial review has been completed, our adjuster will forward the bill to his supervisor (my trophy wife) for final approval. This process generally takes seven to 10 business days, but may need to be extended with or without cause.

If your bill is approved by the supervisor, it will be returned to the adjuster for processing. This may take an additional week to 10 days. Even though his supervisor has already approved your invoice, the adjuster may insist that you provide further documentation to justify your costs. The requirements will likely be arbitrary, but you will still have to provide the documentation for the adjuster to proceed with your claim. Once the supporting documents are received from you they may sit on the adjuster’s desk for a week or two. After the adjuster gets around to reviewing them (assuming they are not lost in the interim), the 10-day processing period will begin again.

At some undisclosed time after the adjuster is satisfied that you have met all of the requirements to justify paying the bill in full, and there is no reason for any further delay, the supervisor will authorize payment of about 10 percent of the amount that you are entitled. If you would like additional disbursements, you will have to file supplements. If you have any questions on how to file a supplement you may send us an email and or call us directly. If you send us an email we will not acknowledge receipt, nor will we respond to your correspondence. If you choose to call us, you will have to wait in an automated phone queue for at least seven minutes. (You will be required to wait in this queue every time you call. Under no circumstance will you be provided a number to contact your adjuster without first waiting in the queue.) While on hold, you will be repeatedly instructed to email us. If you make it out of the automated queue without being disconnected, you will be transferred to voicemail, and we may or not respond to your message. If we don’t respond you will be required to start the process over. Despite your best efforts, we are still not sure if you will ever receive full payment.

At first glance these protocols may seem a little asinine, but after five months of dealing with TWIA we have learned that this is your preferred method of conducting business.

Sincerely,

The Burroughs Family.

 

Source: https://www.portasouthjetty.com/articles/a-letter-to-twia/

 

Insurance company accused of delayed response to storm claims

HOUSTON – “You can’t fix anything until insurance comes through. Well, we haven’t heard anything from insurance, so how do you keep moving on? You’re just frozen.”

The sentiments of Jeni Kite are common for many in the aftermath of Harvey. 

Talk to anyone in Rockport and Port Aransas and they will tell you rebuilding is at a virtual standstill.

“It’s so slow it’s unreal,” is how David Lee describes the process.

The culprit according to them?

Not so much Harvey, but rather TWIA, the Texas Windstorm Insurance Association. TWIA is an insurance provider serving counties along the Texas coast with more than 234,000 policies totaling $67.6 billion.

TWIA policies only cover wind and hail damage.

While their mission statement touts being committed and reliable, policy holders like Kevin Baker in Rockport told Channel 2 Investigates they have been anything but that.

“I’m on my third claims examiner, my second field adjuster and I have yet to receive their report,” he said.

Baker is not alone.

Kite said TWIA does not have answers — even after an adjuster came to their home and told them to gut it.

“We went to get the information, the adjuster didn’t turn it in, they thought maybe, he took off maybe he moved on we don’t know,” she said.

TWIA scheduled a new adjuster for Sept. 25.

There was one problem, though.

“I have not heard a word from him,” said Kite while standing in the skeleton frame of what is the first home she purchased.

It all comes as blue tarps are now landscape fixtures. Public adjusters like Clay Morrison out of Kemah said TWIA has failed to deliver for customers who paid policies for years.

“We have a lot of files down in Port Aransas and I know numerous people down there and very few have even gotten their first check a month after the storm,” he said.

Morrison represents home and business owners when insurance companies fail to step up.

He is also the former president of the Texas Association of Public Insurance Adjusters, and while he and other adjusters like David Lee are shocked by what they say are grossly low estimates, they say they are more stunned by the actions of private onvestigators hired by TWIA, “I’ve been through several of these storms and I have never, ever seen an investigation unit like this.”

TWIA admits it has been working with Veracity Research Company (VRC) Investigations for years — to investigate fraudulent claims. However, Channel 2 Investigates discovered these private eyes are asking to see contracts between public adjusters and the clients who hired them, “My problem is if they are a private investigation group, they have zero authority in any kind of process of getting any kind of information like that.”

Several Public Adjusters tell Channel 2 Investigates this is simply harassment to disrupt the process and ultimately delay a payment. Morrison says it is also TWIA wasting its customers’ time, many of whom have paid thousands in premiums over the years, “I don’t know why they would be investigating the claims themselves when there are so many people with so much damage that need so much help, it seems counterproductive to me.”

Kite is one of those waiting for help, while she and others feel they should be moving forward at time when their lives are turned sideways, stopped dead in their tracks.

“A normal day is so far out there that you can’t see a normal day coming and that breaks your heart,” Kite said.

In response to Monday night’s report, the Texas Department of Insurance reached out to Channel 2 Investigates to assist in informing the public to contact the following if they are having troubles with their insurance carriers:

  • Texas Department of Insurance Consumer Help Line: 1-800-252-3439
  • Click or tap here to learn how to how to file a complaint

TDI wants to ensure that individuals receive the proper assistance. They also state that those calls and complaints will help TDI monitor how claims are being handled.

Source: https://www.click2houston.com/news/hurricane-harvey-victims-complain-about-insurance-companies-in-wake-of-storm