NASHVILLE, Tenn. (WTVF) — A large tree crashed onto the Jacobs' family home during January's ice storm, tearing through the roof and damaging the rooms below. Now, eight months later, the family is suing their homeowner insurance carrier, Progressive, claiming the company fell nearly $100,000 short of what is needed to fully repair their home.
"We were lucky no one was hurt," Chenoa Jacobs said.
The suit alleges Progressive first offered $17,540.95 in February for a localized roof repair and interior damage to the kitchen, dining room, and primary bedroom, but says that did not cover the full scope of damage inside the home. After a dispute over the underpayment, Progressive sent a second field inspector to the home in April, resulting in an additional $12,985.05 toward the claim. The total payout of $30,526 falls nearly $100,000 short of what the family says was needed to fully repair the house. Progressive did not respond to a request for comment.
"You're in a challenging situation, you're trying to do everything the right way," Bob Jacobs said. "Our roof itself was $38,000 to $40,000 dollars, and they're claiming that's all they should owe us."
The family may never have known how much they were shortchanged, if not for a public adjuster. A public adjuster represents the policyholder, not the insurance company, and helps navigate the policy and make the case for coverage.
Public adjuster James Freshwater's assessment was very different from Progressive's.
"The desk adjuster who has never been on the property, doesn't talk to the insured, was literally just telling me I don't interpret the policy that way, or my boyfriend who's a roofer said he can do it this way — and it's like, those are all the wrong things to say," said James Freshwater, Co-Founder of Claim Defenders.
Freshwater believes the family is owed $190,000 after accounting for additional storage costs, increased flooring prices, and total roofing costs.
The family's attorney, Blair Durham, says the lesson is simple: don't be afraid to stick up for yourself and challenge your insurance company.
"They need to read their policy, and if you don't understand it, people like James, who's a private adjuster, can help you navigate what your policy is and what rights you have," Blair Durham said.
Public adjusters are licensed by the Tennessee Department of Commerce and Insurance, though the department does not take a position on whether consumers should hire one. Freshwater says he typically does not charge a fee unless he can help.
You can challenge an insurance denial in Tennessee.
If you believe your insurance claim was wrongly denied, delayed or underpaid, you can file a complaint with the Tennessee Department of Commerce and Insurance.
The state accepts complaints involving:
- Denied claims
- Delayed payments
- Settlement disputes
- Coverage disagreements
- Policy cancellations
- Billing problems
Before you file:
- Policy number
- Claim information
- Denial letters
- Photos or repair estimates
- Emails or messages from your insurer
The Tennessee Department of Commerce and Insurance reviews consumer complaints and may contact your insurance company for additional information.
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