If you've been doing storm work around Springfield this year, you've probably met a homeowner who can't tell you when the insurance money's coming. A new report from KY3 shows how that's playing out on a couple of Ozarks houses where the repair list just sits there.
KY3's On Your Side team talked with homeowners whose hail claims have stalled, either because the money hasn't arrived or because the claim hasn't been worked through. When they couldn't get help from their insurance companies, they called the station.
Approved, but not paid
Jeremy Wattenbarger's newly built home took a beating from hail this spring. He told KY3 his insurance company approved the damage but still hasn't made the final payment needed to start repairs.
"They approved everything, but they refused to pay the claim. That becomes the issue," Wattenbarger said.
The house still needs extensive work, he said, including new windows and siding.
"We need to get our house back in order. Our windows still need to be replaced. We still have siding that needs to be replaced—a whole list of items. None of this work is being done," he said.
The wait has been especially hard because he's a disabled veteran with lung disease, he told the station. "Having a home with open ceilings, debris everywhere, and water in the walls doesn't make for good living, especially with my lung condition," Wattenbarger said.
Under the deductible
Jeff Clark ran into a different wall after filing a hail claim last year. His insurer estimated the damage at $3,250. His deductible is $3,500.
"Guess what? My deductible is $3,500, so they weren't going to fix any of it," Clark said.
He asked for a second inspection, and the company again denied additional coverage. "They said they didn't see anything additional beyond what we'd already shown them," he said. "Corporate said they weren't going to cover it because we hadn't shown them anything new."
Clark said he reached out to a public adjuster after he saw another house in his neighborhood get a new roof. "They covered his house, and he said they should have covered this one. He can't believe it—just like I can't," he said.
Wattenbarger is also counting on a public adjuster to get his claim moving.
What a public adjuster does
A public adjuster works for the policyholder, not the insurance company. Jerrod Allen, a public adjuster, told KY3 the review should go well past the roof.
"We're not just concerned about the roof. We're concerned about everything you're owed under that policy, which is extensive," Allen said.
Even well-documented claims can run into resistance, he said. "We have one right now where this insured has documented her claim quite literally for everything she's owed," Allen said. "They're still telling her to kick rocks. We don't fold."
KY3 noted that public adjusters often charge a percentage of the claim, and homeowners should look over the fee arrangement before signing.
The Missouri Department of Commerce and Insurance spelled out the difference in a July consumer notice. A public adjuster is a licensed insurance professional you hire to evaluate the policy, document damage and negotiate with the insurer. A contractor gives repair estimates and does the actual rebuilding. Because the public adjuster's fee comes out of the settlement, the department said, one may make sense for large, complex or heavily disputed claims, but may not be worth it on smaller, simple ones. Public adjusters have to hold a valid Missouri license, and the department encourages people to check that before signing anything.
The department also had a word for homeowners about contractors. It said to be suspicious of anybody offering "free" upgrades or demanding full payment up front, and noted that reputable contractors rarely require full payment before starting or finishing the work. Its consumer hotline is 800-726-7390.
Why it matters for Contractors
When a claim stalls, so does your job. The windows, siding and roofing on these two houses are real work that can't start until the money shows up. Good documentation helps everybody, so thorough photos and detailed estimates make it easier for a homeowner or their adjuster to make the case. Just remember the state draws a firm line between the two roles. Negotiating a claim is a public adjuster's job, and Missouri requires a license to do it. Stick to estimates and repairs, steer clear of up-front payment demands, and you'll keep the trust of homeowners who are already worn out.