Hurricane claims still await action
BY BEATRICE E. GARCIA,
Staff Writer, The Miami Herald
bgarcia@herald.com
Insurance companies in South Florida are overwhelmed with claims from Hurricane Wilma, leaving thousands of homeowners frustrated because they have yet to see an adjuster and begin repairs.
Wilma could leave major home, condo and auto insurers with more claims than in all the other seven storms that hit Florida in 2004 and 2005. Platoons of adjusters have descended on the region, many from other states, to handle the estimated $6.1 billion in claims.
Citizens Property Insurance, the state-run insurer of last resort and the second largest home insurer in the state, is handling more than 123,000 claims so far. That total, five weeks after Wilma hit, already has surpassed the 120,000 claims it saw after Charley, Frances, Ivan and Jeanne last year.
Of those 123,000 claims, Citizens at the start of this week had settled 11 percent. It has nearly 2,000 people working on adjusting claims, many of them for leaking roofs and blown-out windows, the company said.
State Farm, the state's No. 1 insurer of homes and autos, is fielding 88,333 home property claims, including flood claims that it is adjusting for the National Flood Insurance Program. It also is handling more than 65,000 auto claims. Figures on how many claims State Farm has settled were unavailable Thursday.
Insurers are urging patience, but that's dwindling among their customers. More than 2,000 homeowner complaints have been filed at the state Department of Financial Services' consumer services division.
In Broward, more than 1,200 complaints out of about 1,500 deal with issues regarding adjusters, according to state documents. In Miami-Dade, there are nearly 199 adjuster complaints out of more than 500 complaints filed with the state.
NEW LEAKS
Terry Minda in West Palm Beach has paid about $2,000 to remove a 30-foot pine that fell on her garage and part of her home and to repair the flat roof over the enclosed porch. But now leaks have appeared in the living room, dining room and family room.
''I realize there are lots of people in the same situation, but something has to be done,'' said Minda, who is considering hiring a public adjuster to estimate the repair costs and help her negotiate with her insurer, State Farm.
Ray Breslin, condo association president for Mantell Condominiums in Miami Beach, said he reported the building's damage to his insurance agent right after the storm. But every time he calls the 800 number he was given to make contact with a Citizens adjuster, all he gets is a busy signal.
Breslin is eager to get repairs under way and already ordered the glass to replace the broken lobby windows.
''I just need to know what's covered and what's not,'' he said, noting that the condo association has a $96,000 deductible.
Jeanne Kos in Coral Springs said she was was outraged when an Allstate customer representative told her to climb on her roof and get the measurements for the area damaged when a tree fell on the house.
She, too, has paid to have some repairs done -- about $13,000 -- to prevent further damage while she waits to see the adjuster.
''I'm very frustrated. I've put out more money out of pocket than I should,'' said Kos, who is worried it could still take months before a roofer actually begins work on her house.
For their part, insurers say they're not ignoring policyholders. But as claims pour in, they're practicing a form of ''claims triage,'' tackling claims where they expect the most damage.
WHO COMES FIRST
''We see first the people where the need is greatest,'' said Lynn McChristensen, a spokeswoman for USAA, which provides home and auto insurance for the military and their families. USAA has received 25,530 home claims so far, and another 7,500 auto claims.
Citizens follows the same rule, said Justin Glover, a company spokesman.
So far, Glover said the company is meeting a state rule that requires insurers to acknowledge claims within 14 days after they are reported to the company.
NOVEL APPROACHES
''That doesn't mean that everyone has seen an adjuster,'' he said.
Some insurers are coming up with novel ways to handle claims more quickly.
State Farm set up two drive-through centers in South Florida to handle auto claims. At both, an auto glass installer fixed broken windshields and windows on the spot if possible.
The company is resolving small claims by phone, such as for screen enclosures or minor roof damage, said Jose Soto, a State Farm spokesman in Miami. He said homeowners are also advised to get repair estimates if they're concerned that costs might not be enough to surpass their policy deductible.
The magnitude of damage brought about by Hurricane Katrina in the Gulf Coast is one reason insurers dealing with Wilma in South Florida are so stretched. They're handling the aftermath of two large storms.
Last year, state regulators fined several insurers who were slow to respond and resolve claims. They're monitoring claims-handling operations this year as well. Citizens, which was widely criticized for its inability to deal with last year's storm claims, said it has revamped its catastrophe operations.
Ron Major of Pembroke Pines decided to wait a few days before he contacted his insurer, Atlantic Preferred, thinking he might not be able to reach the company during the initial calling crush.
He reported his broken windows, downed fence and missing roof shingles Nov. 7. He has a claims number but has yet to see an adjuster.
Like other homeowners, Major has had no luck reaching a customer service rep on the 800 number he was given after his initial call.
''I'm working on getting estimates on fixing the windows and roof myself now,'' Major said.
bgarcia@herald.com
Insurance companies in South Florida are overwhelmed with claims from Hurricane Wilma, leaving thousands of homeowners frustrated because they have yet to see an adjuster and begin repairs.
Wilma could leave major home, condo and auto insurers with more claims than in all the other seven storms that hit Florida in 2004 and 2005. Platoons of adjusters have descended on the region, many from other states, to handle the estimated $6.1 billion in claims.
Citizens Property Insurance, the state-run insurer of last resort and the second largest home insurer in the state, is handling more than 123,000 claims so far. That total, five weeks after Wilma hit, already has surpassed the 120,000 claims it saw after Charley, Frances, Ivan and Jeanne last year.
Of those 123,000 claims, Citizens at the start of this week had settled 11 percent. It has nearly 2,000 people working on adjusting claims, many of them for leaking roofs and blown-out windows, the company said.
State Farm, the state's No. 1 insurer of homes and autos, is fielding 88,333 home property claims, including flood claims that it is adjusting for the National Flood Insurance Program. It also is handling more than 65,000 auto claims. Figures on how many claims State Farm has settled were unavailable Thursday.
Insurers are urging patience, but that's dwindling among their customers. More than 2,000 homeowner complaints have been filed at the state Department of Financial Services' consumer services division.
In Broward, more than 1,200 complaints out of about 1,500 deal with issues regarding adjusters, according to state documents. In Miami-Dade, there are nearly 199 adjuster complaints out of more than 500 complaints filed with the state.
NEW LEAKS
Terry Minda in West Palm Beach has paid about $2,000 to remove a 30-foot pine that fell on her garage and part of her home and to repair the flat roof over the enclosed porch. But now leaks have appeared in the living room, dining room and family room.
''I realize there are lots of people in the same situation, but something has to be done,'' said Minda, who is considering hiring a public adjuster to estimate the repair costs and help her negotiate with her insurer, State Farm.
Ray Breslin, condo association president for Mantell Condominiums in Miami Beach, said he reported the building's damage to his insurance agent right after the storm. But every time he calls the 800 number he was given to make contact with a Citizens adjuster, all he gets is a busy signal.
Breslin is eager to get repairs under way and already ordered the glass to replace the broken lobby windows.
''I just need to know what's covered and what's not,'' he said, noting that the condo association has a $96,000 deductible.
Jeanne Kos in Coral Springs said she was was outraged when an Allstate customer representative told her to climb on her roof and get the measurements for the area damaged when a tree fell on the house.
She, too, has paid to have some repairs done -- about $13,000 -- to prevent further damage while she waits to see the adjuster.
''I'm very frustrated. I've put out more money out of pocket than I should,'' said Kos, who is worried it could still take months before a roofer actually begins work on her house.
For their part, insurers say they're not ignoring policyholders. But as claims pour in, they're practicing a form of ''claims triage,'' tackling claims where they expect the most damage.
WHO COMES FIRST
''We see first the people where the need is greatest,'' said Lynn McChristensen, a spokeswoman for USAA, which provides home and auto insurance for the military and their families. USAA has received 25,530 home claims so far, and another 7,500 auto claims.
Citizens follows the same rule, said Justin Glover, a company spokesman.
So far, Glover said the company is meeting a state rule that requires insurers to acknowledge claims within 14 days after they are reported to the company.
NOVEL APPROACHES
''That doesn't mean that everyone has seen an adjuster,'' he said.
Some insurers are coming up with novel ways to handle claims more quickly.
State Farm set up two drive-through centers in South Florida to handle auto claims. At both, an auto glass installer fixed broken windshields and windows on the spot if possible.
The company is resolving small claims by phone, such as for screen enclosures or minor roof damage, said Jose Soto, a State Farm spokesman in Miami. He said homeowners are also advised to get repair estimates if they're concerned that costs might not be enough to surpass their policy deductible.
The magnitude of damage brought about by Hurricane Katrina in the Gulf Coast is one reason insurers dealing with Wilma in South Florida are so stretched. They're handling the aftermath of two large storms.
Last year, state regulators fined several insurers who were slow to respond and resolve claims. They're monitoring claims-handling operations this year as well. Citizens, which was widely criticized for its inability to deal with last year's storm claims, said it has revamped its catastrophe operations.
Ron Major of Pembroke Pines decided to wait a few days before he contacted his insurer, Atlantic Preferred, thinking he might not be able to reach the company during the initial calling crush.
He reported his broken windows, downed fence and missing roof shingles Nov. 7. He has a claims number but has yet to see an adjuster.
Like other homeowners, Major has had no luck reaching a customer service rep on the 800 number he was given after his initial call.
''I'm working on getting estimates on fixing the windows and roof myself now,'' Major said.
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