Home Insurance Forum

Jan. 4, 2007

We had a pipe leak in the wall between the bathroom and my son's room. It was a small leak so it was not discovered until damage had been done to the carpet in his room and the flooring and walls in the bathroom. Our insurance agent says that they will only pay for the carpet in the one room. We have the same carpet in the hall and the other three bedrooms. We had three carpet dealers come out and measure for carpet. They all said that every insurance claim always pays for the whole house as you cannot match up different carpets and not have a trip hazard. What is the reasonable approach to this problem? Who am I to believe?

Ellen, Texas

Dear Ellen,

You should start by disputing the denial. One story that might be helpful is How to maximize the claims process.

You will need to get something in writing from the carpet dealer about not being able to match different carpets, and about the trip hazard. You should also submit an estimate on the repairs. That documentation should help you in the dispute.

If your insurance company still refuses to pay and you believe you have been treated unfairly, you should contact the Texas department of insurance to get help and/or file a complaint. For contact information, see our Texas walls main page.

Very often, companies will resolve disputes after the agency intervenes on a consumer's behalf. If it becomes necessary to file a written complaint with the state insurance department, The National Association of Insuarnce Commissioners suggest you include the following information to speed processing of your inquiry:

• Include your name, address, and daytime phone number.

• State your case briefly, giving full explanation of the problem and what type of insurance is involved. Include the name of your insurance company, policy number, and the name of the agent or adjuster involved.

• Supply any documentation you have to support your case, including phone notes.

• State what has been done to resolve your problem, including whom you have talked to and what you were told.

• For future reference, keep a copy of your letter to the state insurance department.

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