With Wellington, I’ve experienced the poorest communication I’ve ever had with a company. After filing my claim for the February 2021 winter storm in Texas, I’ve been directed to non existing agents like Sunup Agency. When I tell Wellington representatives this, they say they had no idea. I didn’t hear back from an adjuster for weeks and this was after leaving voicemails to the “claims manager” and emails to [email protected]
The one time I did get a callback, the person who left a message only left the general customer service number. They do not have any extensions to any of their desk adjusters. So when you call back, the only phone number they leave is to customer service, and all customer service can do is send an email to claims to call you. It became a match of phone tag for another two weeks.
So far the poor service and unresponsiveness have been blamed on being busy, having moved from one building to another, and a phone system that isn't completely set up because of the move. One representative told me that they could not get me the email to the adjuster I had spoken to. I finally got it from another representative. After finally speaking to her, she was dry and even dared to ask me “why is your home unlivable?” after I sent detailed pictures to her email of the damaged cabinets, the work being done, and the mold that had made me sick. I am in a wheelchair and am sensitive to anything that affects the respiratory system. I asked to be placed in a hotel. My plan is supposed to cover that. All she said was, “I’ll put in a note to have that covered.” My first thought was, “What kind of reply is that?” I didn’t even know what to say to that. She was very terse and almost trying to just get me off the phone.
I informed them of my medical condition and the field adjuster finally came out. He didn’t have a moisture meter and the estimate has been way below what the actual damages are.
I am still waiting on answers to many questions I’ve asked in voicemails and emails. It seems no one directly replies to any emails. The ONLY person who replied to an email stated this “C. (another adjuster), please get back to her.” So it was a forwarded message to a coworker telling her to contact me. It didn’t even address me directly or say, “Hello, Paula, I am informing my team member to contact you.” Nothing like that. This C person is the one that did get in touch with me but was terse. I have been trying to contact her about the new adjustments and only get crickets from her now.
I have never before been in contact with such a disorderly team. It is now over a month after the storm and since I report my claim and I’m still at a loss.
I would never recommend this insurance company!