Complaint Review: InsuranceClaimChack.com - Internet

I began a claim in September of 2017 with my insurance company for water damage in my home.  The total claim amount was just over $30k.  I had two contractors; one did water mitigation, the other a general contractor.

This is our first home owners claim, ever, and hopefully our last if the process is anything like what we've experienced thus far.  Our mortgage company advised us to upload all of our documents to insuranceclaimcheck.com for "faster processing".  I created an account (which took two days due to their system going doing multiple times during the process) logged in and there was a list of "to do" items.  Forms that needed to be completed by each contractor, the insurane adjuster's worksheet, and and ordering an inspection to the home.

The insurance adjuster's worksheet was easy, the contractor's signed bid was unclear, the W-9 should have been simple, contractor's release of lean should have been simple, and the inspection which was very easy.  The problem?  My final inspection (completed by a third party) has already been completed (as of 4/6/18) and the mortgage company still won't release funds.  Why?  The documents are missing or incomplete. 

• The w-9 was uploaded for both contractors and marked "recieved" through the online portal.  My mortgage company (via phone call from me to them) acknowledged they were received.
• The contractor's release of lien was uploaded and accepted from both companies. (verified via phone call to mortgage company)  But later, I was advised that the amount still owed to the general contractor should be the amount on the release of lein form so that one would need to be corrected and re-submitted deducting the payments that had already been made.  Had to resubmit that lein as advised.
• The signed contractor's bid was uploaded twice from the water mitigation company and three times for the general contractor.  Once insuranceclaimcheck (ICC) receieved my upload, they uploaded the signed bid to the mortgage company (MC) as an "invoice" which isn't a required document, for both companies.  I called the MC and they corrected the listing but, explained it doesn't count because both the contractors and myself had not signed, only I did.  I sent them back to the contractors, they each signed them, and I uploaded the documents again.  (keep in mind, each time a document is uploaded, it takes up to 3 business days for your actual mortgage company to be able to see the document).  Both contracts were "received" and the MC ( through phone call) acknowledge they were received and acceptable.
• I requested the inspection, which could take up to 6 days to hear from an inspector, and receievd a call the same day to set something up.  The inspector was out to the house the next morning and submitted his report of final inspection within two business days.  

Since that was the last thing we needed, I called the mortgage company to find out when funds would be realsed.  They advised the inspection triggerd an exception (something to do with the remaining work needing to be completed was NOT structural) and said they would have that fixed, and funds would be on their way.  No need for a final inspection due to 90% completion.

The following Monday I called my MC and asked why I didn't see a status updated throught ICC.  They advised that they would put in a request to release funds for the water mitigation company (WM) but, couldn't release funds for the general contractor (GC) because the signed bid did not match the amount on the wavier of lien for funds to be released.  I told her another rep told me to submit the outstanding amount owed vs. the total amount owed.  she said she could even see a record of the second upload, but that wasn't the problem.  She was veiwing the origional document (waiver of lein) and comparing it to my invoice / signed contractors bid.  After putting me on a hold, she says - wait a minute - I brought up the fact that these amounts are off by roughly $5k to my executive team, and they said we need the correct amount on this invoice.  I told her they were the same and pointed out that only 60% of the flooring has been billed, the additional% will be billed once they recieve payment for work already completed.  I was advised the contractors method of billing was "silly" and told to resubmit the contract again and everything would be fine, and funds would be released.  This MC rep even called my contractors (both WM and GC) to give them an update of where the money was.  A check would (finally) be cut to the WM company and GC needed to fix the way they invoice me...  Invoice was corrected to show 100% of flooring total (vs 60%), figures matched (without any math needing to take place) and form was uploaded again.

Called the MC back almost immediately, and asked why the signed contractors bid was reveiewed and accepted before but, suddenly it was an issue?  Especially since the final inspection has already been received?  (At this point I just need to pay them so my floors can be completed.)  Was told the file looked to be in order but, since the previous rep brought this precieved discrepancy to her "executive team" they had since added a note stating, the new bid was required prior to closing out the claim and disbursing funds.

Uploaded the document, waited three days, called back.  Rep advised she would put in a request for final dispursement.!!!

Next day, check ICC and see the claim requires special attention.  Call the MC they advise that everything looks good, they just need a completed W-9 from the GC... ???  This was taken care of back in March.  One month ago to the day.  It had already been received and accepted.  When I spoke to the MC the day before everything was fine to issue the remaining funds.  On Monday everything was fine except this precieved discrepancy between numbers on documents.  The Wednesday prior everything was good just needed to mark inspection complete... no mention of a missing W9.

The MC then tells me they can see the W9, they're just missing the signature on page two.  I advised it was signed, and they said they didn't even have page two.  They put me on hold, reach out to the GC, are advised that both pages were uploaded but, they would comply and do it agian.  At this time, the W-9 has been completed again and resubmitted.  Now I wait 3 more business days for ICC to receive it and add it to my file for the MC to reveiw.  I'm being told, again, this is the last step and then funds can be realeased...  Let me remind you, the inspector has already been out and verified the work was done... 13 days ago!  

Afer typing, and reading this, I see fault in the MC and their process as well.  My biggest complaint with ICC is that the documents that have been uploaded and should be available have been mislabeled or not transferred in their entirety to the MC causing undue delays in this process.  I also find fault with their 3 business day timeframe of recieving and transferring the docs to the MC.  I'm uploading them.  This should be instant, shouldn't it?  Due to their (precieved) mishandling of my paperwork.  This claim is dragging... and the work has already been verified by the inspector.  After realizing where the breakdown was, I asked the MC if we could call ICC to find out were these forms are and was advised they didn't even have a phone number for the company.  I tried reaching them or finding a phone number to contact them directly, nothing.  But I did find another review on this forum describing a similar experience which prompted my post.

If you have to deal with them, be prepared for frustration and a LONG road ahead.  The insurance company was a BREEZE compared to this aweful, (literally) nauseating, extremely stressful, tear jerking experience.