SafeCo Insurance complaints

Please accept this response to the complaint filed with the Business Consumer Alliance by Mrs. Pettit. The complaint was received on behalf of State Auto Property & Casualty Insurance Co. ("State Auto") by our Presidential Service Team on August 5, 2024. Mrs. Pettit expressed dissatisfaction with the coverage determination for the above-referenced claim and requested payment be issued to repair the dwelling roof. State Auto maintains the claim was denied in accordance with the policy provisions and, therefore, we are unable to extend coverage for the roof repairs. State Auto received notification of this loss on July 20, 2023 when Brad LaBore with GHC Insurance Group reported the dwelling roof was leaking and the insureds believed the leak was due to damage from a storm that occurred on July 19, 2023. A claim was opened under the "Dwelling" coverage portion of the policy and an on-site inspection was completed on August 29, 2023. Mr. and Mrs. Pettit and their son were present for the inspection and informed the adjuster the leak had been going on for several years and they knew the roof was rotted; however, they were not able to complete any repairs to stop the leaking. The field adjuster documented the following damages after the inspection was completed: • Rot was present along the edge on portion of the roof that had not collapsed and this looks to be due to the pitch of the roof being a 1/12 with shingles installed on it. • The part of the roof that collapsed is tree covered which allowed a lot of growth on the roof. • The main house roof revealed no wind or hail damage; however, the roof was worn and had a lot of dips due to possible ventilation issues. The field adjuster determined the tree overhanging the roof was not allowing the roof to properly dry out and the long-term leaking was caused by the improper pitch on the addition roof, both of which contributed to the roof collapse. The field adjuster also concluded that the failure to complete repairs for the damages observed during the 2020 inspection contributed to the damages present for the current loss. The field adjuster reviewed the photos for the September 3, 2020 claim (#PR-0000000-322358) and noted the damages observed during the inspection for the current claim were also present in the 2020 claim inspection photos. The previous claim was denied because the damages were determined to be caused by wear and tear and improper construction, which are excluded perils under the policy. After reviewing all of the documentation for the current and previous claim, the field adjuster determined coverage to repair the dwelling roof could not be extended due to the policy exclusions for wear and tear, improper construction, and neglect. The field adjuster reviewed the claim decision with the insureds and a letter outlining the coverage determination, including all applicable policy language, was provided to the insureds on September 21, 2023. In closing, State Auto maintains the claim was denied appropriately in accordance with the policy provisions. The policy contract obligates us to investigate and pay all covered losses under the policy. However, we are unable to extend coverage if a policy exclusion applies to a loss. As such, we are unable to extend payment to repair the dwelling roof damages. I understand this is not the outcome Mr. and Mrs. Pettit were hoping for; however, I hope this letter clarifies our reasoning and provides them with some peace of mind. The insureds may reach out to the claims manager if they have any additional questions regarding the claim. Kevin Thompkins Claims Team Manager (614) 359-7593 [email protected] Please do not hesitate to contact me directly if you have any additional questions. Very respectfully, Kristen Byars, CPCU Sr. Consumer Affairs Specialist II (PST) Licensed in multiple states, including CA #OI25797 Florida Company Employee Adjuster Presidential Service Team Liberty Mutual Insurance | State Auto Insurance Companies Phone (469) 997-7262 E-Mail: [email protected]

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We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. We have received no response from the customer after several attempts via email and phone calls from the claim team and PST to understand and help resolve her concerns. A final request for response was sent to the consumer on September 28, 2022, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group

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We have received no response from the customer after several attempts via email and phone calls from the claim team and PST to understand and help resolve her concerns. A final request for response was sent to the consumer on September 28, 2022, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group

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