Home Insurance Forum

Mar. 6, 2007

In April, 2007, the Northern Virginia area was hit with a wild hail storm that caused severe damage to hundreds of residences, including my home. I contacted State Farm, filed a claim, and proceeded with the required process.

A State Farm adjuster came to my home and made his assessment, noting damage. Later, another adjuster, at our request, come back out to note additional damage. Following their assessments, State Farm said it would replace the siding on only two sides of our home. Additionally, I was informed that the siding currently on my home was no longer produced and a different but similar color and different size would be used on the two sides of my home to be repaired. A color and size, however, that doesn't match the other two sides. I complained to State Farm but the company said it is only required to meet "similar" conditions.

I question a process when a large number of adjusters are making decisions, based on their judgment, if "similar" colors are acceptable. Furthermore, I have been informed by individuals that other policyholders are getting approval for four sides. It appears, depending on the adjuster, different standards are used. I am left with a home with siding that is half one color and size, and half of another. I believe that not only will the curb appeal of my home be lessened, but also the resell value will drop. It will be obvious to any home inspector that my home has two different colors and sizes of siding. Today's discriminating buyers will certainly take this into account when/if my home has to go on the market.

I have made many phone calls to State Farm to attempt to resolve this issue. Instead of customer satisfaction, I have been labeled a "hostile client" and handed off to different employees.

I have to contact State Farm again regarding additional damage that has been brought to our attention. Do I have any recourse against State Farm? Any assistance that could be provided to me would be greatly appreciated.

Cynthia, Virginia, State Farm

Dear Cynthia,

I spoke with State Farm spokesperson Phil Supple, who says your problem is a common one. Unfortunately, the company's policy on the issue is quite clear: State Farm will pay to repair the parts of your home that are damaged to pre-loss condition, but it will not pay to replace something that isn't damaged.

"We can't govern the fact that your siding color is no longer available," Supple says. "We will only repair what has been damaged."

I also talked with your state department of insurance to see if there were any state guidelines that would require State Farm to return the entire home to pre-loss condition, such as making sure that all four walls match. The word from spokesperson Ken Shrad was that insurance companies are only obligated to replace "that aspect that was damaged."

This is not to say that you don't have any options available to you. You can certainly ask State Farm to reconsider your claim. You'll have a better chance of success if you can provide supporting documentation such as proof that the colors obviously don't match and/or a letter from your contractor to that effect.

"We do look to find a reasonable match," says Supple. "And we will do our best to keep the channels of resolution open with our policyholders."

You can also opt to get an independent adjuster who will work with you and State Farm on addressing the issue.

Another option is to negotiate with the contractor for a discount price to replace the two undamaged sides at your own expense. You should also shop around to see if you can get siding that is a closer color match, or if there is anything that can be done to the existing siding to help all four sides match more closely.

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