Thread by @bri_sacks

I’ve been reporting on Hurricane Ian since it hit Florida in late Sept. The storm caused $112.9 billion in damage, the second-largest insured loss on record after Katrina. In Nov, I started hearing that something strange was happening with storm victims’ insurance claims…

Veteran independent insurance adjusters said their estimates were being significantly altered: photos deleted, descriptions of damage erased, and the final amounts reduced by over 80% .

They'd had issues with carriers before but never seen this behavior

washingtonpost.com/climate-enviro…

Hundreds of pages of claims & internal records I reviewed show big changes were being made to Hurricane Ian estimates without adjusters' knowledge or consent. I saw a $488,000 claim reduced to $13,000. Some were cut below deductibles, leaving residents with nothing

After the 90-day deadline insurers have to pay, I tracked down residents from altered claims to see what was going on with their cases

Terry and Mary Sebastian, a retired couple from Rotonda West, had been battling their carrier, Heritage Insurance, for months.

When an adjuster visited the Sebastians’ home in early Oct, insulation was breaking out from their collapsed ceiling. Rain had done significant damage to half the house. It was a ~$200,000 loss. But a final letter from Heritage said it was only $27,000 and damage was erased

Like other families, the Sebastians are stuck in an unsafe home they can’t afford to repair on their own. They could not understand how the damage would only be $27,000. They will not be able to get a new roof. Half of their old one is on their lawn.

Here's a different Heritage claim originally estimated at $231,368. It was altered to $15,469, with the adjuster's name still on it, and sent to the homeowner. The family had a policy for $270,000. They're still waiting for a check

You can see descriptions of damage removed

I'd often see adjusters write the damage they observed from wind, such as cracked tiles or damaged mortar. In the altered versions, it was changed to say that damage was from "age" and/or "wear and tear," meaning it would not be covered.

The Sebastians submitted complaints with Florida’s Dept. of Financial Services, but heard nothing until I contacted. At a Dec special session, whistleblowers spoke out and then gave a lawmaker evidence. He didn't look into it till I reached out. DFS is allegedly now investigating

Meanwhile, Florida residents are getting desperate and running out of patience and savings. They feel helpless, but refuse to give up.

“They're trying to wear me out,” Terry, 69, said. “I told them they picked the wrong person.”

Investigation here:
washingtonpost.com/climate-enviro…