Northern Neck Insurance Company

Review: You get what you pay for with this company--nothing. They collected our premium for several years with no hesitation. When the microburst came through Fredericksburg in July, 2012, our home was badly damaged--hail broke holes in our siding in the front, back and side of the residence. The siding was no longer available for replacement and Northern Neck Insurance refused to replace the siding on the home--instead they paid a minimal amount for "replacement" siding (patching strips) that would not match what was already on the house. When we complained about the appearance of the home, we were told they didn't care about the aesthetics of the property. We ended up replacing the siding on our home at our own expense. Next came the damage to the roof from the storm--our roof was the oldest roof in the community. We had significant damage--shingles dented, blown up, etc., however, the Northern Neck Adjuster said that we suffered no damage from the storm. Virtually EVERY roof on our street and the street behind us was replaced by the various insurance companies---we find it impossible to believe that our roof (being the oldest on the street) suffered no damage. We were concerned about leakage and SURE ENOUGH, WE NOW HAVE A LEAKING ROOF. We received a "lovely" letter from Northern Neck Insurance stating that they were dropping us due to too many claims. Unbelievable! This company should be put out of business. The state insurance board is less than useful--they have no enforcement power over these insurance companies.Desired Settlement: Payment for the cost of a new roof. We would pick our own contractor to do the work. After contact with the "adjuster" from Northern Neck Insurance Company adjuster," we would not trust anyone this company selected to do anything.

Business

Response:

Response to Revdex.com complaint #ID[redacted]

The customer in question had been an insured of Northern neck Insurance Company since 2010. The property in question had been insured from May 2012 to May 2013.. A hail storm in the area caused damage to their property on 7/8/2012 and was reported on 7/9/2012. An adjuster was sent to the house to take photos, review and evaluate the damage. The adjuster again went to the house for the additional photos and meeting with the customer's contractor on 7/18/2012. As the photos clearly indicate, and the contractor agreed with the adjuster, there was no structural damage tot he roof. The Homeowner's Policy form for the Commonwealth of Virginia states: "We insure against risk of direct loss to property described in Coverages A and B only if that loss is a physical loss to property". The hail damage to the roof was cosmetic and not structural in nature. Therefore, there was no coverage for the roof.

The siding did experience some structural damage however the Homeowners Policy form for the Commonwealth of Virginia states under the Loss Settlement provision that the Company will pay: "....cost of the part of the building damaged", and this would not include siding for the entire home unless it was damaged.

Explanations were provided the customers in all proceedings regarding the loss in question. To date nearly $[redacted] has been paid to the customers for claims presented in 2012 for the property in question.

Respectfully,

The Underwriting Department

Review: On approx. the 14th of June 2013, I turned my heat pump on and it did not work; I called a repairman and was told that it had several bad parts and was leaking freon; the unit is 13 yrs old and that is generally their life span. I have a policy with Northern Neck that covers equiptment break-down so I called my agent and was told a claim would be filed; The adjustor called the 14th and I returned his call the 17th and I told him what the repairman had said; I faxed the report to him that night. He called back on the 21st and said the policy did not cover rust and the report said the over-flow pan had a lot in it; The overflow pan has nothing to do with the functioning of the unit and I told him this; he called the repairman and called me back the 26th and said the policy did not cover wear and tear; I told him the unit was 13yrs old and ran 365 days of the year and he knew this. this policy says nothing about wear and tear and is suppose to cover any equiptment failure in heat pumps.Desired Settlement: I would like what the policy states; replacement or repair of the heat pump.

Business

Response:

Response to Revdex.com complaint #[redacted]

The customer complaint in question is in regards to the Equipment Breakdown Coverage. The Equipment Breakdown Coverage (endorsement #[redacted]) specifically states the following:

DEFINITIONS

The following definitions are added:

1. "Accident" means sudden and accidental:

a. Mechanical or electrical breakdown; or

b. Tearing apart, cracking, burning or bulging of a steam or hot water heating system, or an air conditioning system; That results in direct physical damage to "covered equipment'

PROPERTY COVERAGES

1. We will pay for direct physical damage to "covered equipment" that is the result of an "acident."

EXCLUSIONS

The following exclusions are added:

1. We will not pay under this endorsement for loss, damage or expense caused by or resulting from:

b. wear and tear, deterioration, or rust or other corrosion

Based on the problem diagnosis from the insured's contractor the cause of loss was wear and tear, rust and corrosion, due to a freon leak that occurred over a period of time. This is specifically excluded as this takes place over time and is not sudden and accidental. The Northern Neck adjuster was in contact with the customer and the contractor and attempted to explain this situation to the customer. This claim was settled appropriately.

Respectfully,

The Underwriting Department

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

the policy specifically says mechanical break-down and that is exactly what happened! I did not resolve the complaint with this comp. as I feel I am in the right. I am inclosing pictures of the heat pump and the coil that is suppose to be rusted out!