The bottom line up front is, Chris Crafton and Matt Moss, with We Insure located at 3020 Hartley Rd, Jacksonville ,FL, Ph# 904-288-8978, failed to report to the underwriter credits on my homeowner's policy for a roof replacement for 23 months plus, wind mitigation for 20 months. I am due reimbursement of $836.67
During the application process, I advised and later faxed documentation of the roof replacement to We Insure agent Chris Crafton. Furthermore, the company Mr. Moss recommended to me and with whom he transacts regular business with for wind mitigation reports, emailed that documentation to Mr. Moss on October 6th, 2017. Mr. Moss claims the email was directed to his junk folder, therefore he was unaware. However, according to We Insure customer service records, I provided a follow-up phone call on October 17th, 2017 inquiring about missing roof replacement and wind mitigation credits. I was assured the credits would be applied.
In May of 2019, I contacted We Insure customer service again to inquire why I had not received credits for a roof replacement and wind mitigation. A three-way phone conversation took place between me, a customer service supervisor, and agent Chris Crafton. Mr. Crafton acknowledged that I was due remittance and wanted to settle for $300. I did not accept his offer because I was due more reimbursement. I also countered with inquiring whether or not this was the first time Mr. Moss had received an email from the company he recommends? I did not receive an answer.
Therefore, I contacted the company whom Mr. Moss recommends for wind mitigation reports. According to their records, Mr. Moss has received 28 emails from this company. Additionally, he has received 2 other emailed reports after receiving my report on 10-6-2017. Either the email of my report was the only email that was directed to Mr. Moss' junk mail folder out of 30 others from the same IP address, or Mr. Moss is familiar with many other emails from the same IP address being directed to his junk folder.
An investigation was conducted by a vice president of operations of We Insure. She advised me that the email issue was not addressed because it was insignificant. She also ignored the significance of my follow-up phone inquiry asking for missing roof replacement and wind mitigation credits on 10-17-2017. Finally, she also failed to consider that I informed Mr. Crafton, during the application process, of roof replacement and he was later faxed documentation. read more
