So in my last post I mentioned that one reason I hadn’t written anything for a few months was because I was going through some serious thinking about how I felt about my job and whether I should stay or leave, and obviously it didn’t feel appropriate to write anything about that until I made a decision. (For the record, I resigned and man, do I feel about 1,000% better.)
There was another issue brewing at the same time that I couldn’t write about until it was (hopefully) resolved, and since the dust has finally settled I can now tell you all about it. The short version is as follows: I hate insurance companies to the very depths of my being.
Following is the longer version:
Way back in spring of 2010, my insurance company, despite being slow, uncommunicative and indecipherable, had at last written me a check to rebuild my house. I remember at the time being so relieved that I wasn’t going to go bankrupt I didn’t know whether to cry or throw up. I can’t quite recall the details (it’s in the blog archives somewhere) but it’s quite likely I did both.
Anyway, there’s a tricky chicken-or-egg reality to this reimbursement in that the insurance company pays based on a “complete” estimate of what it will cost to rebuild, yet everyone involved knows that the estimate isn’t really complete since you don’t actually submit building plans and start engineering and construction (thus incurring even more costs as fees, additional code requirements, etc. come to light) until you know you have some money. Hopefully that scenario made your brain hurt as much as it has made my brain hurt. In other words, the first, big check they cut isn’t the last check they need to cut before your house is built and everyone involved knows that. It’s the way it always goes and the claim is not considered finalized until you are in your new home and have signed a document acknowledging that everyone involved, to their eternal gratitude and relief, won’t ever have to interact again for the rest of their lives.
The other way it always went, at least for me, is that my badass private adjuster Jessica would submit the bills as the costs were incurred and the insurance company adjuster assigned to my claim would ignore her. This has been going on for almost two years. Jessica would call and email for weeks and weeks and get radio silence. Pissed off, she would finally leave a message saying she would be elevating things to his supervisors unless he responded ASAP, at which point he would finally respond. They would haggle for a few more weeks and then I would receive a check.
So that’s how I figured things would proceed last spring when I received my initial reimbursement to rebuild the house. Once the money was safely stashed in the bank, I submitted building plans, hired a contractor and started the time-sucking and tedious process of rebuilding. And as expected, additional bills came in: $15,000 for the building permit, $20,000 to install fire sprinklers throughout the house since the city fathers apparently believe that Alice and I are The Cursed Fire Witches From Hell and want to ensure we don’t spontaneously combust together a second time, etc., etc. The bills flowed in and Jessica organized the claim for reimbursement, as she always does. And as always, there was radio silence whenever she contacted John, the adjuster at the insurance company. Except this time the silence lasted longer – much longer -- than usual. After a number of months, Jessica was getting seriously agitated and I was getting a major case of stress face myself because I had no choice but to foot all of these bills on my own until I got reimbursed. By now it was October and Jessica called me and told me she was going to have me sign a document compelling the insurance company to respond within 30 days. I forget what the document is called but it is basically the first legal shot across the bow when things start going sideways with your insurance company on a legitimate claim. Which made me feel like I might throw up again as I had the document notarized.
A few weeks after I signed the document – it was now almost Thanksgiving – I called Jessica to see how the insurance company had responded.
“You are not going to believe this,” she said. “John quit. In September. And he submitted your claim as closed and complete.” John had not contacted either of us. The insurance company had not contacted either of us. His email account had not bounced back her correspondence, nor was there a message on his company voicemail alerting people that he had left the company. He had simply vanished, neatly wrapping up his work at the insurance company by closing my case in violation of my policy and without my authorization and signature, which is required. I’m not even going to get into the ethics of the matter. Additional bills I couldn’t really afford continued to roll in, I only had a couple of months’ worth of rent money left in the bank and I was in the middle of construction on a house that I technically didn’t have the cash to complete and which would not be finished until July or August of 2011 at the very earliest.
What transpired over the next several months was one of those insurance company nightmares that we all hear about and which I had until that point dodged: Jessica had to hunt down executives at the insurance company and convince them to review the claim, something they agreed to do only grudgingly and after multiple contentious phone calls. That took weeks and probably only succeeded because Jessica kept meticulous records of every call and email she had ever sent and/or received from John and thus had a paper trail to end all paper trails. Finally, the insurance company assigned my claim to a new adjuster, who knew nothing about my situation and who was both seriously bewildered and totally annoyed that he was the one who had to deal with it. And so the entire process for analyzing and reviewing my claim began anew, as if it had just landed in the insurance company’s inbox that very morning as opposed to summer of 2009.
And so we waited. And I started paying vendor bills late – really late. I was already out a scary amount of money and since there was no indication that this new review of my claim was going to result in any sort of reimbursement, I wasn’t about to go deeper in the hole financially any faster than I had to. I ran out of the insurance company’s rent money in January and while technically I could have afforded to pay rent on my own, I decided I wasn’t going to pay that either. Needless to say, this wasn’t going to thrill my landlord who, despite being possibly the nicest guy ever, never intended to let me live in his house for free.
And so a couple of times a week, Jessica called the new adjuster and yelled and threatened and dropped a round of F-bombs, and then at the end of every month, about 24 hours before I would have had to give notice on my rental house and find a new, cheaper place to live, the insurance company would cough up one month’s “emergency living expenses” as they called it, though they would not give any indication as to whether or not they would pay the rest of my claim.
“You tell those effers I am not some college student who can just pack everything into a hatchback and go crash at a friend’s house for a few months,” I told Jessica one day. Of course as I said that I realized in fact that’s exactly how I’ve been living. For my landlord Richard, I am like the obnoxious relative who came over for Christmas dinner and never left. Almost a year after the first year’s lease expired, here I am, still languishing in his house while he explains to his friends and relatives why they still can’t stay there when they come to visit San Francisco. And about the only items in the rental house that are mine and not Richard’s are a TV, a laptop, some clothes, some dishes and a bed. I actually could load almost all of it into a hatchback.
At one point I asked Jessica what my alternatives were if the insurance company didn’t reimburse me. “You are 100% in the right but if it came to that your only option would be to litigate,” she said.
And that’s the thing that always makes you feel you are going to throw up or go insane or go broke or all of that at once. The insurance company has all the financial control, and with that control of your future: Will the next few years be spent fruitlessly litigating against a giant corporation? After bouncing from a hotel to friends’ spare bedrooms to a rental house in the past two years, are you going to have to move yet again because they’ve stopped paying the rent they are contractually obliged to pay? And just where will you find the money to pay all those people with whom you signed legally binding contracts to build your house while a big chunk of the funding is in limbo?
I never really came up with any answers to any of it. I just worried and stewed and tried to believe Jessica when she said it would all get worked out eventually, she just didn’t know when because she wasn’t hearing anything from the new adjuster.
And then last month, Jessica called me. The insurance company had mailed a check for the additional building costs, as well as rent money through July. I drove like a bat out of hell to Jessica’s office to see if the check actually did exist and sure enough, without comment, explanation or apology for creating a completely unnecessary process that spanned nearly six months and wreaked havoc on my finances and my psyche, the insurance company had indeed paid the full amount I was due. I could actually pay my landlord and the contractors building my house. And I wasn’t going to have to drain anymore of my savings.
Like I’ve said before, in these situations it’s impossible to be happy when the good thing finally happens. Though now that I think about it, there’s a surfing term that accurately describes how it does feel. It’s called getting washing machined. It’s when you get rolled by a big wave that holds you under the surface, spins you around and around and grinds you along the sandy bottom before spitting you back above water. And while you are always quite happy to be reacquainted with sunshine and oxygen and super psyched that you also didn’t get smacked upside the head during the process by that surfboard tethered to your ankle, you nonetheless have saltwater up your nose, sand in the nether regions of your wetsuit and a few bleeding wounds. It all ended well, but it’s painful and you’re a little disoriented for a while.
Addendum: For those that are interested, the contractors have completed framing both houses and are working on insulation and plumbing. Things got a little slowed down due to the approximately 954 inches of rain we received in the Bay Area in February and March. Glenn the contractor is still estimating an August completion date but we’ll see how it goes. Will post some pics soon.