I have a policy with
Tapco and a little over 2 months ago my A/C unit was stolen. I called my agent,
Patrick Craig and filed a police report. I have been jerked around from the
very beginning. After speaking with my agent, I was told via email that the
adjuster would be contacting me soon. That didn't happen. Later, I was put in
contact with Jeffery Hart from Crawford and Company (Crawco) Insurance, which
I am guessing is a parent company of Tapco.
Mr. Hart apologized for the delay
and I gave him the police report info. Then I didn't hear from anyone for 10
days so I again contacted my agent, Patrick Craig. I then got an email stating
that I needed to sign a non-waiver agreement & have it notarized. I signed
& returned it.
There were no requests asked of me in my initial
conversation with Mr. Hart, if there were it could have gotten things moved
along more quickly. [continued below]....
..... Then after I get them the non-waiver agreement, there is no
response. Nobody from Tapco or Crawco is
doing anything. So, I called & emailed my agent again to let him know that I
still have not heard from anyone. I then receive a call on 8/15/11 at 12:27
p.m., from Mr. John Toller, another representative from Crawco.
Although Mr. Hart never asked me for any documentation, on 8/15/11, Mr. Toller asked me for
an invoice for the newly installed A/C unit and pictures. I got them to him the
very next day on 8/16. Then even though in our conversation on 8/15, Mr. Toller
told me that he had the preliminary police incident information and he would
file for the official police report (I have this on a digital voice recording
to prove it), he subsequently sends me an email asking me to get the police
Incidentally, I asked Mr. Toller how long it would take "from A to
Z" to get this claim taken care of, he told me it would be done "by
the end of the week." That would
have meant 8/19, we're now at 9/28/11 and nothing has been resolved. I again
sent an email to my agent, Patrick Craig, Mr. Toller and Mr. Hart stating that
I was going to move forward with a complaint to the BBB and TDI.
In the meantime, an adjuster from Crawco, Hailey Woods, went out there, inspected the
A/C then sent me an email stating theft is not covered! Then why even go out
there, ask me for pictures, a police report an invoice, give me a claim number,
tell me that I will be reimbursed for the balance after I pay my deductible
(which is $2000 after paying the $500)?
After I get all of the information to them, then suddenly Ms. Woods
tells me via email that theft is not covered.
The crux of the problem is that Ms. Woods feels that none of my loss is
covered, including vandalism, damages and theft are not covered. I have repeatedly requested from Ms. Woods and Mr. Toller to find out who the registered agent is in Texas and neither will tell me. I have asked at least a half dozen times via
email and phone calls. In fact, Ms. Woods does not acknowledge my emails at all
in over three weeks and I've sent several. I have also repeatedly asked for a
copy of my insurance policy and the police report from both Ms. Woods and Mr.
Toller. This is all verifiable via email.
The contact information for the parties involved is:
Patrick Craig my local agent
23904 Highway 59 N
Kingwood, TX 77339-1533
John M. Toller
Property General Adjuster
Crawford & Company
25 Scotch Road Suite A-4
Jeffery M. Hart
Excess & Surplus Lines Claims Manager
Crawford and Company 600 Reed
Road, Suite 203 Broomall, PA 19008
USP&C Texas Service Center
Crawford & Company
3100 S Gessner, Suite 500
Houston TX 77063
fax: (713) 266-8835
cell: (817) 600-7442
Resolution I would like
I was told by Mr. Hart that I would have to pay a $500 deductible. I paid $2500
for the A/C to be replaced. At this point, considering I have spent over two
months and many hours, fighting with the agents, jumping through hoops and
being deceived, I would like to be reimbursed the full $2500. If this has to be
settled in court, I will ask for a much, much higher amount to cover my time,
legal fees, court costs, etc