I need a bit of advice concerning an insurance issue we are having.
Our boat took a lightning strike last April. Our boat was on a lake at the time, and we spent 6 months going round-and-round with the marina for repairs. After an obscene quote and an estimate of a year for repairs, we decided - on our own dime - to move the boat to the gulf coast for repairs.
Boat US is our insurance company. Had them for about 18 years with no claims, so you would think they would really love us. Others on this board have posted great comments about their service....
When we decided to move the boat, our Boat US adjuster admonished us that moving was all on us and to do it quickly so they did not incur yard charges. Even though, moving the boat to a more economical environment was going to save them thousands on the claim.
So, we paid to move the boat 2 weeks ago.
There are two phases to repairing the boat: Out of water repairs and in water repairs. Once we got the boat to the coast, our Boat US adjuster became completely non-responsive. Multiple phone calls and emails went unanswered other than one email response that had a reply of "received".
This past Friday, my wife and I took the day off from work to drive the 5 hours to the boat to see if we could get things moving. On the way down, we finally received a call from our Boat US adjuster approving the out-of-water work. Great! She even said she was overnighting a check! We got to the boat, got the trades to do the work and floated the boat.
Now, the engine still does not work, but remembering our admonishment to get the boat out of the yard quickly so Boat US does not have to pay for the year, I called...TowBoat US! We are members! Full towing!! Woo Hoo! They can move the boat to our newly paid for slip: Right.....
I call TowBoat US. They ask why the the engine didn't work. I explained. They asked who the insurance company was. I told them Boat US. They asked for the claim number and adjuster. I provided both.
Over the course of an hour, TowBoat US called me twice. Boat US called me (I NEVER called them....this tow was on ME). The boat shows up, moves me...all is good.
Then, Friday NIGHT I get a voicemail from my Boat US adjuster basically hauling me behind the woodshed because she was not personally called about me moving the boat as requested.
Now: No Check. No response from Boat US. No Nothing. We suspect that when her feelings were hurt, she cancelled the check.
So...after all this, a few questions: Has anyone else ever suffered through such poor - horrendous customer service? I cannot find any advocate at Boat US to help us past this issue and our concern now is that it will take a lawyer to get this organization to fulfill their obligations. I'm already out about 10K just to start and the bills to full repair are in the $50K range.
Our boat took a lightning strike last April. Our boat was on a lake at the time, and we spent 6 months going round-and-round with the marina for repairs. After an obscene quote and an estimate of a year for repairs, we decided - on our own dime - to move the boat to the gulf coast for repairs.
Boat US is our insurance company. Had them for about 18 years with no claims, so you would think they would really love us. Others on this board have posted great comments about their service....
When we decided to move the boat, our Boat US adjuster admonished us that moving was all on us and to do it quickly so they did not incur yard charges. Even though, moving the boat to a more economical environment was going to save them thousands on the claim.
So, we paid to move the boat 2 weeks ago.
There are two phases to repairing the boat: Out of water repairs and in water repairs. Once we got the boat to the coast, our Boat US adjuster became completely non-responsive. Multiple phone calls and emails went unanswered other than one email response that had a reply of "received".
This past Friday, my wife and I took the day off from work to drive the 5 hours to the boat to see if we could get things moving. On the way down, we finally received a call from our Boat US adjuster approving the out-of-water work. Great! She even said she was overnighting a check! We got to the boat, got the trades to do the work and floated the boat.
Now, the engine still does not work, but remembering our admonishment to get the boat out of the yard quickly so Boat US does not have to pay for the year, I called...TowBoat US! We are members! Full towing!! Woo Hoo! They can move the boat to our newly paid for slip: Right.....
I call TowBoat US. They ask why the the engine didn't work. I explained. They asked who the insurance company was. I told them Boat US. They asked for the claim number and adjuster. I provided both.
Over the course of an hour, TowBoat US called me twice. Boat US called me (I NEVER called them....this tow was on ME). The boat shows up, moves me...all is good.
Then, Friday NIGHT I get a voicemail from my Boat US adjuster basically hauling me behind the woodshed because she was not personally called about me moving the boat as requested.
Now: No Check. No response from Boat US. No Nothing. We suspect that when her feelings were hurt, she cancelled the check.
So...after all this, a few questions: Has anyone else ever suffered through such poor - horrendous customer service? I cannot find any advocate at Boat US to help us past this issue and our concern now is that it will take a lawyer to get this organization to fulfill their obligations. I'm already out about 10K just to start and the bills to full repair are in the $50K range.