NLC Insurance Companies

Review: Policy [redacted] cancelled 10/9/2014. NLC issued refund for 47.15. Total due $353.00, total paid $424.15 difference $71.15, $24.00 still do on this account.Desired Settlement: Full refund

Review: Had damage to roof due to Hurricane Sandy in which a tree limb fell on a portion and wind damage occurred. Filed a complaint about a week after when I was cleaning up downed limbs and cutting broken branches from surrounding trees. Only then while on a hydraulic boom lift did I see a hole in a portion of my roof and missing shingles caused by wind gusts up to 90 mph. I called NLC Insurance Companies to file a claim to get immediate repair and assistance. First contact resulted in the representative being rude and questioning me calling a week after the storm to report damage. She went on to continue that they will get someone to contact me when they make the time for it. About 4 days later, an sub contracted adjuster contacted me to schedule a time to meet. He also informed me that it was my job to repair and cover up any damage as I would be at fault for any further incurred damage. I asked him what if I was disabled or if I fell or injured myself attempting this? His response was "It's written in your policy and you agreed to it." After meeting with the adjuster, he told me any further damage that I notice would need to be submitted as a "supplementary claim" to the existing. The next day, I was getting water into my house in the NEW addition that had just been added. I called back and spoke with a [redacted], the rudest and most unprofessional and uncaring person I have yet to experience. She processed the water damage as a second claim to hit me twice on my insurance claim history, even though it had to do with the same claim! In the end, [redacted] Companies ruled that my existing roof was too old and would not cover any damage. I responded and asked why they would take on my policy of coverage and not disclose it with me if that was the case? My age of the roof did not create a hole or cause something to drop on itself. A leak did not just "happen" to start after a major storm. Through it all NLC has been avoiding responsibility and will not offer any solution or help.

Product_Or_Service: Homeowners Insurance

Desired Settlement: DesiredSettlementID: Replacement

I expect NLC Insurance Companies to uphold the policy that I signed up for and that they approved. It is totally unethical that they would not cover damage by an act of god and blame it on the age of the roof. Age is never the deciding factor, especially when there is other damage to conclude that. I have paid my policy in full and they have held me hostage to their rules and guidelines on what they believe is fair and their rules,not on the rational and ethical manner. I want my roof fixed!

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

NLC insurance company retained an engineer to inspect the complainants roof for damage, The engineer's conclusion are as follow:

1. The condition of the roof is the result of advanced aging and wear/tear.

2. The leak that was described by the insured is the result of deteriorated

shingles, particularly in the rear valley where there is a large crack.

Additional leak areas are imminent.

3. The tree branch damage was limited to a small area at the edge of the

roof where repairs are recommended.

4. The roof has no value and beyond its service life. A patch won't affect

its appeal.

5. Extensive lichen and moss damage has occurred and there is likely

advanced decay of underlying sheathing as a result of wear/tear. There was consideration given for the slight damage by the tree branch there was no other damage o the roof from the storm.

Consumer Response /* (3000, 7, 2013/05/22) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

My public adjuster requested for the engineer to come back out to the property to meet and discuss aspects of the roof that NLC and the engineer are incorrect and misleading on in their report. NLC refused and would not let the investigation to continue. They impeded any progress and just due that I could have by actually working with the policy holder to represent the service that they claim provide. They also told my public adjuster and his lawyer to hire my own, which is another out of pocket cost they know is difficult for a home owner and unnecessary considering a report is already available. They allowed it to get this far by not being accommodating and understanding of the situation. Its amazing that after having coverage for over 9 months with no issues, then a severe storm affects the whole east coast and I start having roofing issues and leaks that I process a claim for they state, "my roof is old". Usually good and professional and quality insurance companies do drive by inspections or send out appraisers to see the properties before they take them on in coverage. It is the insurance company's duty and due diligence to inspect a home before the fact, instead of using it as a cover up excuse to not pay for actual damage and claims. I do not appreciate being mislead and lied to by NLC about my existing coverage when they had it in their own mind that even though I had been paying for something I though I was getting coverage for, they did not disclose it to me that I was not actually covered. Hence they say my roof is too old, my policy and coverage I signed up for and PAY IN FULL ANNUALLY, say otherwise. So I find it hard to believe the fact of their denying of my claim, when I have been paying full for that coverage and under the assumption that it was fully covered due to NLC not informing me of any disqualifications due to existing issues. As far as the actual hole that a branch placed as a result of falling during the storm, the leaking is on the other side of the house! Totally separate damages both stemming from the storm! Both noticeable and having issues after the storm! What logic does this company have when it comes to justifying what is fair and right? They are the payee and have us under boot when it comes time to pay for actual service. It's as if I have been paying for something I really didn't have coverage on. I believe that is called misleading the customer by either "over covering and paying for unnecessary extra policies."

In summary, I paid for a service I was made out to believe by NLC that I was covered. By not informing me of existing issues that they claim were covered one day, but not the next, I was lied to by NLC and would had addressed the issue of the roof immediately or sought coverage through another provider. I should be covered by a severe, documented storm, that had state emergencies in place due to its seriousness and damage causing wind and rain, that caused the damage. NLC really needs to be professional in representing what they claim to provide and offer, not a bait and switch sub par insurance call center of issues. The roof was so old that it held up through some of the worst blizzards in US/ Connecticut history without issue, but it won't hold up to NLC because they don't feel like paying out an actual claim and have a cute way of saying it.

Business Response /* (4000, 9, 2013/05/30) */

The complaint has been reviewed as well as the file. The engineer completed an inspection of the complainant's roof and found that the roof had no value and was beyond it's service life.Slight damage caused by a tree limb was consisdered and payment made to the conplainant. We have received no new evidence to change our position our file remains closed

WARNING: If you have pets DO NOT have this insurance! My family has always trusted NLC home insurance. When I took ownership of the house in 2002, I naturally continued this insurance. I have submitted only two claims in that time - one when the snow collapsed the tool shed roof, and the other when a cat knocked something into the bathroom sink and cracked it. Suddenly, they tell me that they won't renew my policy because they found out I have more than three pets! If having pets is such a problem for them, why don't they simply state that they will no longer cover damage by pets? They are losing money for no good reason.