After a roof repair related to an insurance claim was completed, the contractor left a tarp and sandbags on the client's roof and repeatedly failed to return to remove them. Frustrated after trying to resolve the problem himself, the client called NYC Business Group. We contacted the insurance company, followed up when the contractor again failed to respond, and requested that the issue be escalated. The contractor returned that same day to remove the tarp and sandbags.
The Challenge
An NYC Business Group client had experienced a claim involving damage to the roof of his property. The repair was completed using a contractor recommended through the insurance company.
Although the roof work itself was finished, the contractor left behind a protective tarp held in place by sandbags. What had initially been used to protect the roof became a new source of frustration when the contractor repeatedly failed to return and remove it.
The client tried to get the contractor to come back, but after getting the runaround and seeing promises to return go unfulfilled, he contacted NYC Business Group for help.
How We Helped
We contacted the insurance company, explained the situation, and asked for assistance getting the contractor back to the property.
The insurance company advised that it would contact the adjusting company, which would in turn contact the contractor and arrange for the tarp and sandbags to be removed.
But the contractor failed to follow through again.
By this point, our client was understandably extremely frustrated. Rather than tell him that the repair contractor was outside our control and leave him to continue chasing the problem himself, we contacted the insurance company again.
This time, we explained the complete timeline, the contractor's repeated failure to return, and the frustration the situation was causing our insured. We asked the insurance company to escalate the matter.
The Result
The escalation worked.
Shortly afterward, the insurance company contacted the roofing contractor directly. The contractor returned to the property that same day and removed the tarp and sandbags from the roof.
After repeated attempts to get the issue resolved, the client finally had the problem taken care of — and was very pleased to have NYC Business Group step in on his behalf.
“Sometimes good insurance service means knowing when to make another phone call — and continuing to advocate for the client.”
Insurance support goes beyond the policy
An insurance agent's role doesn't necessarily end when a policy is issued or even when a claim has been processed.
Claims can involve insurance companies, adjusters, contractors and other parties, and sometimes a client simply doesn't know who to call when something isn't getting resolved.
NYC Business Group couldn't remove the tarp or control the contractor. What we could do was help our client communicate the problem to the insurance company, follow up when the first attempt didn't solve it, and make sure the carrier understood that the situation needed to be escalated.
Sometimes good insurance service means knowing when to make another phone call — and continuing to advocate for the client until the right people are paying attention.