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I work in a claims call center, and I had a call earlier today that just made me want to go for the whiskey after my shift. In certain states in the US, homeowner policies can have a separate deductible if your state is prone to something (wind/hail is the most common, but I’ve also seen ones for hurricanes for some of our more southern states). Anyways, they’re typically a percentage of your home value, generally 1-2%…this can add up quickly.
Had a guy call in to file a hill claim, and part of the disclaimer that we read before we give them the claim information is information including what their deductible would be. I had to explain to him that his windheld deductible was 2% of his home value, otherwise known as a little bit less than $6,900. He was not, as you would think, happy to hear he had such a high deductible, and questioned when he changed it. I then had to tell him that underwriting was the one who had notified him back in March of 2017, that we would be changing the wind/hail deductible to this percentage deductible at that point in time. He then proceeded to ask me why he wasn’t notified about this – we sent out letters ahead of time – in addition to the fact that his wind/hail deductible would have been shown on his declaration page at each renewal since-but, obviously he wasn’t reading them. I then advise him, after finishing with the claim information, then I could get him over to policyholder services in order to see about what options he had on deductibles, for him to number one tell me that he didn’t have the time to talk to policyholder services, and number two that he’d already canceled the policy with us because “he didn’t feel like his coverage was good enough through us”. *sigh*
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