PFLUGERVILLE, Texas — April and September brought notable hail across Central Texas, which left a path of destruction in its wake.
The aftermath resulted in an abundance of repairs. But for some such as Elizabeth Edge in Pflugerville, it has proven to be difficult.
Edge said the roof of her home suffered damage from the storms in April, after which she filed a claim through Allstate in June.
However, according to Edge, an adjuster told her the damage was minimal and only a small portion of the roof would be replaced.
"They just said there wasn't enough damage, that they didn't think the damage that was done was cause from hail," Edge said.
She reached out to a roofing company, who told her otherwise – that there was in fact significant damage and the entire roof needed to be replaced.
The roofing company sent their own photos to Allstate.
Edge said after dealing with different adjusters and dealing with the September storms – which Edge said caused even further damage – Allstate still ultimately denied her claim.
"Five months later, after the second storm, with more damage, they've decided to deny it," Edge said.
The decision has left Edge at a crossroads. She explained the insurance company is responsible for the payment.
"I don't think it's good customer service for Allstate. I just think they need to stand behind their insurance policy and pay what is due," Edge said. "I plan to do whatever I need to to get my roof repaired by the insurance company."
KVUE reached out to Allstate on Thursday. A spokesperson acknowledged our questions about Edge's complaints and said they are looking into the situation.
KVUE also asked the Texas Department of Insurance what people can do when they run into problems with their claims. A spokesperson provided the following information:
Step 1: Talk to the insurance company
"You can resolve many issues by talking to your insurance company or agent. If you disagree with the adjuster's estimate, tell the company why. The company might raise the estimate if it finds out it overlooked something or you provide new information. Send the company any supporting documents, such as a contractor’s estimate for the repairs.
If you still disagree, you can challenge the insurance company’s decision."
Step 2: Ask for an appraisal or hire a public adjuster
"Your policy may include an appraisal process to resolve complaints. If you choose appraisal, you and the company each hire an appraiser. The two appraisers then choose a third appraiser as the umpire. You must pay for your appraiser and half of the umpire’s costs. The appraisers will review your claim and the amount of damage. If their estimates are different, the umpire decides."
Public adjusters
"Some people hire public insurance adjusters to help them negotiate claims with insurance companies. Public adjusters work for you, not the insurance company. They charge for their services. Before you hire a public adjuster, make sure you understand what you’ll have to pay. It can be a percentage of the claim payment. Public adjusters must have a TDI license."
Step 3: File a complaint
"We can help with complaints against an insurance company, agent, or adjusters we regulate. We cannot help with complaints against service providers, like contractors or roofers."