I have a Renters Insurance policy obtained through erentersinsurance.com and based on my address was assigned a policy by Balboa Insurance. On August 16, my upstairs neighbor flooded my apartment. He didn't have insurance, so I had to file through my insurance (NOT BY CHOICE). The process began easily. I was contacted by Derrick Williams, Claim Rep II. I received the worksheet via email. Submitted it via email. Was told it takes about 2 weeks to process. Got a letter saying they needed supporting documentation (i.E., proof of purchase). I obtained a copy of my bank statement showing the puchases and submitted it. From then it was all downhill! After 2 weeks I called for an update. Left multiple voice messages (unreturned) and emails (unanswered). I called from a blocked number and he answered. The only answers I received: I'm waiting on this... I am waiting on that... I submitted everything... I'm still waiting to hear back... I have to do pricing... I will get to it this week... I've been swamped... I'll get to it the first of next week. Then I get an email saying, "It appears I did not send to be priced as I thought I did." Then I hear, "oh your claim exceeds your policy amount, I should have seen that! It has to go through a different reviewer." Then I hear, "Ok. Everything has been finalized... Your check should be going out tomorrow." "I spoke to the guy, he'll have it done tomorrow." "I spoke to him again, he'll have it done Monday for sure." "I'm waiting to hear back from him." November 10 11:20AM - I call for an update and am told that he has everything and it's being entered into the system. It will take up to 7 - 10 days to receive the check, but MAYBE as soon as 3 - 5 days. November 10 3:09PM - Derrick calls and says, "Um where are the damaged items? We will probably have to come and get them." WHY AM I JUST NOW HEARING THIS? So I explain what I have left and what was throw away in garbage. I ask how this impacts receiving payment and he says that will probably have to get the stuff before they send out payment. Pissed and frustrated with this last minute crap, I tell him to come and get it! I then tell Derrick that if a check is not going out today, HIS supervisor needs to call me back. Well an hour later, I get a call from someone named Gretchen who says that she can't authorize the claim using only a bank statement (which listed all of the purchases).in a matter of 6 hours, the claim went from a check going out to we need to come and get the items to we can't use a bank statement as proof of payment. This is a clear case of misrepresentation and negligence by Balboa Insurance. Balboa is NOW refusing to pay out that claim based with all of the documentation that was requested by their rep and provided by me!
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