Our pool's water filteration system has stopped working. We called the
insurance company to take care of this problem. They dispathed a
technician who visited our property and diagnosed the problem. After
getting an estimate about the cost involved we asked him to make the
necessary repairs. Almost 10 days have passed and the technician has
not returned to fix the problem. We have left him a couple of voice
mails and he has not responded so far. We called the insurance company
a couple of times and made them aware of our concern and the
situation. They finally re-ordered the service today and assured us
that someone would call us to schedule an appointment by end of the
day. We never received any call. Our problem is if pool water is not
filtered regularly it has started to develo algae and all sorts of
other problems like water getting cloudy etc. are just a matter of few
days.
What is the best way to deal with the insurance company for providing
us with such a poor service?
Can we call a professional technician on our own to get this problem
fixed and bill this insurance company for reimbursement?

Hi tuhitu-ga,

I'm really glad I noticed your question. It just so happens that in my
"day job," I work as the "Service Manager" for a large plumbing &
heating company. And, even more importantly, we are the major
contractor in the Seattle area for 3 large home warranty companies:

American Home Shield
First American Home Buyers Protection
Fidelity National/Chicago Home Warranty
(and... Old Republic Home Warranty)

We do well over 2,000 calls a year in just warranty work, so I know of
what I speak. You don't get that many calls by giving bad service,
which is what you are getting: TERRIBLE service! I'm willing to bet
this is the type of insurance company you are dealing with. You have a
"Home Warranty" wherein when plumbing, electrical or appliances leak,
quit working or fail in some way, you call the insurance and for a
flat rate, usually $35 to $45.00, you get covered items fixed or
replaced.

I can help you. It would be easier if you could tell me which home
warranty company, then I could give you the exact phone number to
call, but in any event here's what to do:

Call the Home Warranty Company. Ask for the Customer Service
Supervisor in your region. It may be called Customer Relations. It's
NOT the person that answers the phone after following the computer
prompts. When you get the supervisor, give your name and address and
briefly describe the problem. Ask the person to dispatch the call to a
"PREFERRED CONTRACTOR" --these folks will have a AAA rating with the
insurance company. Ask the supervisor to call ahead and explain to the
preferred contractor what your dilema is, and to MAKE THE APPOINTMENT
FOR YOU while you wait on the phone.

Also ask if secondary damage is covered. They will say no... Then ask
if your pool water needs to be de-algaed because of the delay and
neglect of the 1st contractor, if that's covered.

Ask for that persons supervisors name. Take names, numbers and
document what is said.

All of a sudden, you will be at the top of the list. You'll need to be
patient, the 2nd company might have to start all over, but probably
not. ABsolutely under no circumstance should you allow the 1st company
to come back. They ignore you and don't return your calls. In the
contractors agreement/contract with the company, they must abide by a
set of standards. They have failed, trust me on this. Assert your
rights. (I wish I could fax you the contract, but it's against the
rules)

Then, ask her to read to you the portion of your contract that states
how long the contractor has to arrive. Settle for nothing less than
within 24 hours, although if you begin at 8am, you will get service
the same day if you are polite and persistant. Expect them to give you
a 2-4 hour window of time. In service work, the best appointments are
in the morning. You can ask (demand) a FIRST APPOINTMENT of the day,
considering you have been waiting so long.

Don't get angry with the insurance or new contractor, it won't help.

As far as hiring another service company, ask the supervisor under
what circumstances you can do that. There's another option as well.
You can ask for a "CASH-OUT" --this is where the insurance company
takes the bid from the contractor and (after subtracting the $35/45
service fee), will pay out the remainder directly to you.

Let me know how you fare. And remember: polite and persistant. Call to
confirm the appointment. Call to be sure he's on the way. And when
it's all done, tell the dispatcher or Service Manager you appreciate
the attention...

Ask for clarification and I'll get you the exact number to call.

;-)  We'll get 'em!

Sincerely,
--Cynthia

Search strategy:
Personal work experience.

Read the small print.

You will probably find that you can do what you like ...

But that the Insurers will NOT meet your costs in taking the actions
needed.

Insurance Companies are experts at avoiding liabilities and they have
the money to back up their arguments.

I fear probono is correct. We have a similar policy and they were
prompt on our first claim but they now have new owners and we have
been trying since Nov 2001 to get them to complete the work on our 2nd
claim.
 If you pour in 3 quarts of bleach each evening (clorox or the store
label equivelent) and rub the inside of the pool vigorously with your
pool brush daily you can likely get by for weeks without the pool
filter running. Use proportionly more or less bleach if you have a
larger or a small size pool    Pour some diluted bleach in the pool
filter so it don't grow algae. Take a water sample to a pool store and
follow their advice for the chlorine and the ph but plead poverty for
anything else they recommend. Don't bother with ph buffer if they
recommend buffer.    Neil