Arizona Home Insurance Company

No one from Western Mutual has made an effort to co contact me I will be happy to go over any information to resolve this complaint. I have no voice messages from them. Attached is a copy of the email that I sent to a supervisor with the text that they interpreted in another way.

We are sorry that the customer had a bad experience with our company.  When we last spoke to her regarding her claim, which was in January, we were under the impression that she was ultimately satisfied with the adjustment process and the amount paid.  As...

she noted, she had a toilet overflow, and we paid over $20,000 for emergency services and repairs to her home.  With respect to her comments about the adjuster, a different supervisor has called twice and left messages in an effort to learn what she feels the adjuster did wrong and how it could have cost her money, as well as to learn more about her allegations against the adjuster’s supervisor, but he has not heard back from her yet.  As to her allegation that she provided proof that the emergency services contractor tried to do more work than needed and that she tried to save us money by “blowing the whistle,” we did not interpret the documentation she provided to us in the same way that she did.  Finally, as she notes, the policy was nonrenewed as the customer had a large water loss in the first two years she was insured with us.  Again, we are sorry that she feels that she was mistreated.

The supervisor was able to reach the customer by phone on 5/31/2016.  He listened to her concerns about the handling of her claim and the personnel involved.  He apologized for any ill treatment that she perceived, and the customer thanked him for calling.  As far as the policy, the customer advised she had already obtained alternative coverage.

Review: Our insurance premium went up substantially this year, due to incorrect information the company put on the home's completion date for move in. They are "surcharging" our home due to its age they told me. (We built this home and moved into it at the end of May 2005.) They refused to change the age..and therefore, I told them in late January, I would be searching for new insurance; however, I could not find what we needed until the end of July 2013. The payment by us which was made on 2-1-2013 was for an entire year to AZ HOME INSURANCE. I contacted them on 7-29-2013 and asked them to please cancel our policy effective midnight on 7-31-2013...exactly 6 months into the policy. They agreed and said a refund would be coming for 1/2 the year premium in 2-3 weeks. On 2/1/2013, they charged our [redacted] card for the entire year premium $754.00--which we of course approved. Upon cancelling the insurance and sending them the required information via fax on 7-29-13, I was told the refund of $[redacted] would be done within 2-3 weeks. I still have not received a penny. I called them today and spoke yet again to Erlinda at 3:15pm..who told me she would ask the accounting department to process it; and it will take another 2-3 weeks to get our money back. This is infurating! They have not even BEGUN to process the refund request from 3 weeks ago. I contacted [redacted] after my phone call with AZ HOME INS today, who told me they can't dispute any charges past 60 days...which of course does me no good. She told me to contact you. I explained that we only needed the #377 back..not the entire amount; but they said NO. AZ HOME INSURANCE is prolonging sending us any money for whatever reason that is not justifiable. Can you please help us?Desired Settlement: I would like $[redacted] for the policy time NOT used(& having been cancelled by their terms) to be refunded to us immediately per their promise 3 weeks ago. I have jumped through EVERY hoop they requested of us, and would simply like our 1/2 year of the policy not being used refunded to us. It is not fair that they refuse to get this money to us in a timely fashion, when they received our money back on 2/1/2013 in the timely fashion requested of them. Can you please help us? Thank you,

Business

Response:

It appears there was a misunderstanding when the consumer spoke to our Customer Service Representative yesterday afternoon. After their conversation, the Customer Service Representative requested that the check be processed immediately. I confirmed this morning that check #[redacted] for $382 was printed and will be mailed today.

Also, while the consumer states that we put incorrect information about the home's year built on her policy, she may recall from prior conversations with us that the information has come from her County Assessor's records. We rely on public record information about homes we insure, as do most insurance companies. We asked her previously if she could provide any documentation to show that the house was in fact built in 2005 and not 2004 as County records show, but she did not. There is no surcharge for a home that is only eight or nine years old. Instead, at that age, there is a New Home discount that declines as the home gets older ("less new"). A small decrease - approximately 2% - in the amount of the New Home discount occurred at the renewal simply because the home became one year older. Please note that when the policy was purchased in 2012, the customer received an Online User discount that was equal to 20% for the first year, dropping to 10% in the second year. This is the source of most of the net increase in premium for the 2013 policy period and it was disclosed at the time of policy purchase.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have a problem with Arizona Home Insurance that was close to [redacted] We had hail in October and called Arizona Home for an inspection after two roofing companies came out to inspect and found hail damage. Insurance Adjuster said roofing companies are Storm Chasers and I should not listen to them. After he inspected he said the dimples in the asphalt shingles was caused by bird droppings not hail. Well, that is powerful bird poop because it also dented the metal roof vents. Adjuster sent a letter two days later saying there was no hail damage. The following week my neighbor next door had his roof replaced because of hail damage. Go Figure! I complained to AZ Home and they sent another inspector who when done got in his truck and left. Its been two weeks and still no letter or call telling me what if anything was found. I figure posting this they will contact me so they can tell me I cannot renew home insurance through them. One of the roofing contractors I asked him to contact them as well since he has pictures of what he found. But, they won't talk to him. Should I get an attorney involved?

After 22years with Az Home Insurance we had a small roof fire on the detached garage. Adjuster was great and we got funds to repair very quickly with only minor hassle.

Then the letter that they will not renew our policy at the anniversary date because our lot size exceeds their insurable specifications. Funny I don't think the land grew in 22 years, nor that they insured land.

Bad faith, bad company policy. So you have 1 claim -and small one at that--in 22 years and they dump you.

We had a fire in the middle of August 2013. The first adjuster that came out was great. She gave us a check the following day so that we could buy things we needed, she put us up in a hotel until further arrangements could be made, she answered phone calls and empathized with our total loss situation. Then unfortunately she left the company. The second adjuster we found out had started the company years ago and then left but since returned and is now handling our claim. It has been horrible. Its been four months and we still have a burn house sitting with a fence around it. Nothing has been done. NOTHING!! The first adjuster told us it was a total loss and she would have a scope (estimate) within two weeks. The second adjuster keeps delaying it for some reason. He has now had 3.5 months and yet still can not put together a scope. He cancels meetings, makes promises he doesn't follow through with and tries to cut corners every way possible. He tried to match some brick that was 20 years old to see if he could save himself taking down one additional wall. Probably spent more time, money and effort in doing this then he would spend just doing it the right way. Then since we had no power our pool went green, we got letters from the city and after a month of trying to get him to do something about the pool or temp power he got his contractor to purchase a generator off craigslist. Sadly it did not run so a couple more days till they could get that fixed. Then our neighbors complained the generator was too loud so we told them to please just get the garage area removed so the city would approve temp power. This took another 7 weeks. The list goes on and on. Still the point being is that 4 months later we have none of our belongings or money to replace them, the house still sits as it did after the fire and the adjuster still hasn't done a darn thing.

Some good years ago, our flat roof got quite affected by hail. Adjuster came by to see if it is worth to submit a claim. He said - the fix will cost less than our deductible. Next day I canceled Arizona Home Insurance Company. Today I’m hunting for better home insurance prices, and didn’t know they are part of the Western Mutual Insurance Group. They called me to tell me they denied my quote based on a claim that was submitted back which showed on our claim history. I asked - what is the claim about. Sure enough, it came from Arizona Home Insurance. They specifically said they will not input this in my files, as I took care of the house damages myself. Yet, they did it - because I gave up to their service. They were of no help. If my house was to burn down, Arizona Home Insurance wouldn’t have been there for me. I don’t trust them in small things; I don’t trust them in big things. Good Bye, Arizona Home Insurance for not disclosing real things to me, as your customer. Never again will I do business with you!