I purchased title insurance from Fidelity National in 1997. They verified I have a policy (and supposedly coverage). I filed a claim in March 08 and have been waiting for 8 months for a true and correct title opinion from FNF so they could decide if they would "honor the claim". FNF requested title opinion in March 08 but their "researcher" provided an opinon on a different right of way and did not have the correct deed references. FNF was notified in writing the title informatin they had obtained was WRONG - wrong roadway, wrong property, wrong deed references, wrong surveyor contacted, etc. I notified FNF of the error in writing in June and waited 2 months for a new title opinion and was told on September 15th that it would be sent within 2 weeks (was supposed to be received by 9/11/08 but they never sent to so I called to follow up - they have NEVER called or provided information unless it was requested, then failed to provide the corrected documents when they got them). I was told that the new title research showed that my claim was legitimate and that I had been "jerked around" between FNF and the title atty (M&M Title, Clinton TN) and should get some help (from the New York office who after 8 months of working with them so they understand the land issues, my file was "transferred" to another office but they apparently did not get the most recent title research.
Immediately after this conversation (between FNF lawyer and private lawyer I had to retain due to FNF failure to honor the policy) that transferred my "file" and the new title opinion to Jacksonville and they can't find the new document and therefore are basing all decisions on a document they know and have verification is WRONG.in over 8 months, they have not done anything to assist and still can not produce any correct title research. They have not paid anything on the claim, they consistently fail to return calls or e-mails, have not provided legal documents requested, do not respond to e-mails and today, called me a liar for saying there is a newer title opinion than the June information that was wrong. I spoke with Lance Perna (head of claims) in Jacksonville and he was absolutely hateful and called me a liar but refused to produce any documents to show I am or am not telling the truth. He is more awful than any to date at FNF (which does NOT have a complaint handling system that I can find...) I have dealt with New York and Jacksonville offices - in both offices my "claims attorney" has been out of the office for extended medical illnesses for a month each... (which they think I should be sympathetic about but they did not care about my 4 surgeries and legal expenses I have to pay out of pocket while I try to get them to honor their policy).
I have been denied coverage I paid for and have a legal right to (two private attorneys have reviewed and agree but after paying to defend my claim, now I have to hire an attorney to sue Fiedelity). I have sent e-mails that have not been responded to (or even read), been denied legal documents related to my case then repeatedly been called a liar - for telling one FNF claims attorney what the other said.
Have never had ONE person at FNF who cared, told me the truth or helped in any way.
Still after 8 months, my claim has not been "approved or denied" and no factual documents have been provided by FNF. I have had to pay for 3 title searches (and FNF did two - one was wrong and one they will not provide), 6K to an attorney, two surveys, court costs, over 80 hours of my vacation time (the entire year accrual) and still can't get an honest answer from ANYONE at Fidelity. If anyone knows how to file a formal written complaint with FNF at a level where someone may care (my policy is for 35K - my claim is for less than 10K to date) please let me know.
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