Wildfire victims frustrated over insurance company claims, feeling like they can't afford to go home
It's a frustration we are hearing from thousands of insured homeowners that their insurance companies are not only being stingy with what they are rightfully owed, but also just the runaround to even get any support after surviving these intense wildfires. So much so that even if their house is still standing, residents feel like they can't afford a home to come back to.
"Having saved the house with my bare hands, we might lose it anyways because what they are offering to repair it is so low," said Joel Pollak, a Pacific Palisades homeowner.
Joel and Julia Pollak miraculously saved their family's home by fighting the flames themselves. Since January's wildfires, they have had to continue to fight, but instead with their insurance company, which the couple said they pay for maximum coverage.
"This is what you would do if your goal was to delay the process as much as possible and minimize your losses as an insurance company," Julia said.
They have gone through three adjusters with State Farm, after they said one ignored noticeable damage to their roof.
"They have been playing this game of musical adjusters in our opinion to buy time and to put pressure on the claimants because people are desperate for cash and some people will accept a low-ball offer," Joel said.
The Pollak's policy covers $1 million for contents replacement and $1.3 million for structure replacement.
Through an outside adjuster the Pollaks personally hired, they found it would cost roughly $650,000 for repairs and $700,000 to replace the home's contents.
State Farm is estimating around $63,000 with no repairs to their rear wall, which, as Joel showed CBS News Los Angeles, has obvious damage from the fire.
"They are basically failing in their duties under the policy and at no stage have they been good partners in this," Joel said.
Amy Bach, the executive director of United Policyholders, a nonprofit focused on helping people get the most out of and navigate their insurance coverage.
She recommends homeowners get their homes professionally inspected, even if their insurance companies don't pay for it.
"That is the kind of documentation that you need to present to your insurance company to say 'this is what needs to happen to my house. This is what needs to be fixed for me to return home,'" Bach said. "So, if you sit there and wait for your insurance companies to do the right thing, you might run out of your temporary rent coverage."
It's a disappointing reality when so many people have already been through so much.
"Be the good neighbor that you say you are in your commercials," Joel said. "Don't be an opponent and adversary, help your customers work toward that goal within the limits of the policy they paid for."
