The Hartford gave us a choice of sending out ServiceMaster or ServPro after a plumber incorrectly installed a faucet, flooding 4 rooms. ServiceMaster came and removed a peach colored toilet during the cleanup and dropped it, breaking the bowl. The damage happened August 8, I had to call The Hartford repeatedly to send out an estimator to write up the damages. A man from Crawford showed up on November 22, three and a half months later, walked through with an iPad, and told us what our insurance would cover as he wrote it up. He made suggestions we hadnt even thought of. One was that if all 3 pieces of the bathroom were peach, and ServiceMaster broke one, he would approve a white sink and tub to go with the new white toilet, since it was impossible to find a peach one. We were stunned! But he put it in his report, along with things like a storage pod and workers to empty the rooms. We had gotten a random estimate from John DeGeorge of Elite Construction, a company we had never heard of, and who never stepped foot in our house, right after ServiceMaster finished their dry-out and demo work in August. (The Hartford told me that my husband had met with Mr DeGeorge and had forgotten to tell me, which my husband denied.) Crawfords report covered much much more. Then The Hartford denied most of our claim. The Hartford told me to have Elite do the repairs that were on their report, and sent us an edited Crawford report missing what we had covered with the estimator. Meanwhile our insurance was abruptly ended. See * below. We didnt figure out for 6 1/2 months that Elite Construction is run by the brother of the ServiceMaster franchisee, and that Elite had lied to Hartford about meeting with us. The ServiceMaster guy gave the info to his brother, who wrote it up and signed it. When we asked for the original Crawford report, we discovered that they are associated with ServiceMaster as well. The original Crawford report is now gone. Also, when ServiceMaster was finished with their demo in August, they incorrectly re-installed the washing machine, resulting in another flood. The manager came out and reconnected the pipes but declined to dry anything else out, because youre getting a new floor anyway. The smell from the water trapped under the set tub, washer, and dryer was pretty strong through the whole month of August, and another wall was wet due to part of the laundry room wall being cut away, but ServiceMaster said they were done. It has been 7 months today, and I have talked to or emailed 7 people at Hartford. I still have no floor or toilet in one bathroom, and missing ceiling, floor, and walls in 2 other rooms. The fourth room has a warped floor. Theres a camping lantern in the laundry room because overhead lights in that room and another dont work. And last week my Hartford agents bosss boss told me that we should just hire Elite and get it over with, that they were not going to take our calls anymore. The weird part of this is that Hartford wont be losing any money on this claim. Our plumber is a huge company with their own insurance. Of course ServiceMaster has insurance too, but its Hartford. My insurance company, the so called cleanup crew, estimator, and would-be contractor are all connected and Hartford is representing them, not us. And yes, Im meeting with a lawyer tomorrow. * The Hartford sent us a letter of non-renewal 30 days before our policy was up, stating that we had not completed repairs in a timely manner. We got it December 2, just 10 days after their estimator came out. We got the report from Crawford in the same mail. We scrambled to find new insurance, but no one would take us because we were in the middle of a claim. Our agent was no help. I finally got hold of his boss on the day the insurance would end, and begged for an extension. His reply? Oh, forget that. Its a mistake. Thats a different department, Ill fix it. I waited on the phone (he was aggravated, it was New Years Eve, and he wanted to do it Jan 2, the day AFTER our insurance was cut off) while he wrote and emailed me a letter saying that we DID still have insurance.
User's recommendation: If your insurance company suggests contractors for a damage claim, do NOT agree. Hire your own.