11 N 3rd St Lafayette, IN 47901

Monday, April 30, 2018

By Cheryl Lucas

We knew something wasn’t right when the washer and the kitchen sink overflowed.  My son didn’t get very far when he tried to snake the drain. He believed that the drain pipe had collapsed under the slab foundation.  Because my carpet in the hallway and into the living room was soaked and we feared the worst on what repairs were going to consist of, I started a claim with my homeowners insurance.

I work at Isch Insurance Services and help clients file claims every day but, when it happens to you, suddenly you are on the other side of the claim experience.  The person at the Farmers claims center was sympathetic, reassuring, and helped to guide me on what needed to be done. She got right to work taking all my information and what had happened in my home.   Because there was so much water and we were walking through it and carrying the “yuk” into other rooms as we moved around, the first thing we needed to do was to get the water up to keep the damage from getting worse.  

Farmers contacted Service Master Advantage, a local company that helps to restore homes and businesses after water, fire, and mold damage.  Even though it was getting late in the evening, in short order, two young men were there who immediately started removing the wet carpet and setting up fans and dehumidifiers.  They opened closet and cabinet doors to help make sure all moisture in the house was removed to prevent mold and odor.  Although we had the equipment running in our home for about three days – and it was loud! – Service Master was very good about explaining everything and they came back every day to monitor the progress of drying the house.

Farmers arranged for Brenneco Plumbing to come to evaluate the damage.  The plumber also snaked the drain and ran a camera through the pipe.  He could only go about 10 feet and couldn’t see anything with his camera because of the amount of water still in the line.  He had to come back a second day with a different piece of equipment that could locate - through the slab - where the camera was stopping and pinpoint exactly where the damage was. Thank goodness he was able to do that because the collapsed pipe wasn’t located at all where any of us guessed it would be!

The Farmers adjuster on this claim, Travis Jones, was at my home evaluating my loss while the plumber was there the first time.  Travis was very thorough – measured almost all the rooms in my house (because of tracking damage into other rooms in the house) and sat down with me and detailed all of my coverage.  He explained the process for everything and answered all my questions.

I was able to choose Total Home by DJ as the general contractor to do the repair work at my home and it was scheduled shortly before Christmas.  Luckily, I have coverage on my home policy that provides access to plumbing under a slab – I highly recommend this coverage if you are on a slab foundation!  My biggest fear when they were doing the repairs was that all of my Christmas decorations would jump off my tree or shake to the floor when they begin to jack-hammer through the concrete.  But the decorations didn’t “travel” and nothing was broken; they were considerate of my property.  For the four days that it took for Total Home to break into the concrete, replace the collapsed drain line, fill the hole, pour new concrete, let it dry, and clean up, Farmers provided loss of use coverage for us (my brother, me, and my little dog) and we were able to stay in a suite at a very nice local hotel.  

Farmers arranged for Millers Flooring to replace my flooring.  They came and measured everything and sent a sample of my old carpet to be tested (for quality) so Farmers could evaluate what the replacement cost for new carpet would be.  I went to Millers and selected which carpet I wanted from what was in my replacement price range although I could have upgraded and paid the difference in cost out of pocket.  The carpet came in to be installed mid-January – which worked well because it gave us time to get through Christmas and get my tree down. When the carpet installation day came, the two workers were quick and quiet.  We had moved the smaller pieces of furniture before they came and they moved the larger pieces (and put them back).  They did a good job installing and in cleaning up afterward. Finally!  My home was back to normal!

Through it all, the Farmers adjuster stayed in contact with me, answered all of my questions, and checked to make sure I was satisfied with the work that was done.  I was very happy with everyone who worked on my home.  I was so relieved when I found out that, other than the deductible that I had to pay, my Farmers homeowners’ policy would cover EVERYTHING – drying the home out, the plumber, the general contractor to access and fix the pipe, and the hotel – EXCEPT replacing the actual pipe itself.  Because the pipe was under the slab, it was considered to be outside of the house and wasn’t covered by my home policy.  BUT the good news was that the actual pipe was very inexpensive to replace.  

This was a very stressful situation for my family (including the dog!).  But, I now have a much better understanding of what our clients are going through when they have to file a claim. I am so thankful I had great coverage with Farmers, a conscientious adjuster, and repair people who were fast, did good work and were respectful of my property. 

If it’s been a while since you’ve had a review of your Farmers home policy, schedule an appointment with our office to go over your policies.  Make sure you have the right coverage now rather than finding out in the middle of a home disaster that you don’t have the coverage you need!

Print
Author: joshg
0 Comments
Rate this article:
No rating

Categories: Insurance TipsNumber of views: 380

Tags:

Please login or register to post comments.

Name:
Email:
Subject:
Message:
x
Our Happy Insurance Customers


Jenna is great - very easy to talk to. She obviously knows everything there is to know about Farmers Insurance, and she doesn't just hand you a premade package. She'll talk to you and find out exactly what you need and then create a recommendation for you. Highly recommend if you want personal service and someone you can ask all of your questions!

Robin J



Because of Jenna's detailed approach to quoting my home owners insurance, she found that I had been paying property taxes on having a basement even though I do not have a basement. I received a refund for overpayment of property taxes for the last 3 years and a great home insurance rate as well. Her service is top notch!!!

Shirley P



                                                       Everyone in the office is great! They are always there for me. - Tammy B                                                                  



                                                                                             Jenna Isch is AWESOME! - Mike B                                                                                             



                                                      "Fast service when I had a minor altercation with my vehicle.” – R Strickland                                                          



                                                               “Customer service is always helpful” – Timothy M                                                               



                                                                        “Good prices, good service, great agent!” – Matt H                                                                                 



“Jenna was a very good insurance agent. She was easy to get a hold of and very knowledgeable. I would recommend her to anyone!” – Lindsay E



“Jenna is extremely helpful, punctual, and thorough. She is a personable and professional agent who is very knowledgeable about insurance and will work with you diligently to find what will best suit your insurance needs.”

Brent C



“Jenna is extremely helpful and thoroughly answers any questions that I have in a timely manner. She shows a great deal of concern and empathy towards her clients.”

Jason V



“Jenna really takes the time to look at your situation and see what products you need. She offers a variety of options at a variety of price ranges. She takes the time to sit down with you and go through the options. She also makes sure to answer questions. She always returns calls. I've been very happy with the service she provides me and highly recommend her.”

Niccole K



Thank you. I've become convinced over the years that the maximum benefit from insurance comes from agents and agencies who make a personal commitment to their clients to establish and maintain good working relationships and superior customer service-- thank you again for demonstrating these qualities.

Jeremy G.