'LIKE A GOOD NEIGHBOR...'

(soft musical interlude..)  you know the tune... some may call it an earworm... 'Like a good neighbor..."  well, like a BAD neighbor, State Farm is not there!  (clashing cymbals, snare drums and slide trombone!)

Back in July - July 6th exactly, we had bad storms.  Bad enough to have the power off for 23 hours, a tree limb to jettison itself into our roof and put us in a hotel overnight! (That was because of the no power thing- not the roof thing.)

We called the local State Farm office and they quickly took my information - said they would schedule an "inspector" to come out and get the claim rolling. Humph!  The "inspector" did come out - climbed up on the roof and determined we did, indeed, have damage.  It was covered under our homeowners policy and here is a check!

Now do not get excited.  The check was for the depreciated amount of our old roof.  Taking into account that the roof was 17 years old... that check could have been cashed at McDonald's.  (Almost, I exaggerate).

How  impressive I thought.  He printed a check from the front seat of his car.  This will be a snap!  Some would call that spitting in the wind!  That was the last speedy results I have seen.

Remember years ago - when you had a local agent - if you had a problem, you went to the LOCAL office and the agent would come out to your house (or an adjuster would come)- and then the AGENT would write you a check.  Ta-da!  Done.

If you haven't dealt with an insurance claim in a while - let me enlighten you.  Local agents no longer do butkiss!  Nope!  Some dude from Illinois handles the account - if you are lucky enough to get past his voicemail.

We faxed in the contract from our fantastic roofer!  (who happens to be a long time friend).  The local agent saw the contract and faxed it from the State Farm office. 

When a check had not arrived in over a week, I called Illinois and got a person who started our conversation with " first let me apologize Mrs Wilson".  Oh no!  Not a good sign for me or our roofer (who, did I mention had already done the roof?) 

It seems when the "big" office got the contracted fax from the local (AKA little) office - they entered the data and closed our claim.  CLOSED IT!! AS IN - WE ARE DONE WITH YOU!!!

The problem was we were not "DONE".  They never sent the check.  I appreciated the apology, I really did - BUT  that does not pay the roofer!  He promised he would mail the check immediately.  That was August 3rd ! 

**Hint to people waiting for insurance claims - DEFINE - "MAILED THE CHECK" !!**

It seems there are many steps to mailing a check in the State Farm office. They appear to be

1. want to mail the check
2. send a memo to clerk to write check
3. someone write check
4. someone put check in envelope
5. someone take envelope to mail room
6. mail room people post and put mail into regular mail system
7. USPS receives bulk mail
8. 11 days later you are still wondering where in the hell your check is!!!

I have spoken to the local agent several times and sadly he reassures me "I am not alone" - they see this alot! HELLO!!! Is anyone listening?  Is this working well in your customer satisfaction department?  Are you enjoying all the complaining calls from former clients (aka customers) who have moved their business to USAA, Nationwide or All State?

Oh! Not to be misleading - I have received mail from State Farm - 2 bills on car insurance and my annual homeowners bill...   hmmm! 

Hello? State Farm?  My check is in the mail!!!