SAN FRANCISCO (KGO) — Have you been put off by your insurer because of photos taken of your house? 7 On Your Side is investigating an insurance company that did this and its use of aerial imagery to make decisions about a local homeowner’s insurance policy.

Liberty Mutual Insurance says it does not use “drones” to assess real estate risks. However, according to this report, the company somehow obtained aerial images that served as the basis for making a decision regarding Karen and Tony Hoover’s home insurance policy.
As the couple discovered, the reason they were abandoned turned out to be false.

Liberty Mutual has insured Hoover’s San Francisco Victorian for nearly 50 years. Until last month, when they received a non-renewal letter from the company saying aerial footage found “moss, mold, algae and mildew” on the roof.

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“Since 1976, we have NEVER missed a payment,” said Karen Hoover. “They sent me aerial views that show absolutely nothing!”

“I couldn’t even believe it,” Tony said.

A close-up of images provided by Liberty Mutual appears to be from Google Earth.

“All they do is show this picture of the whole roof, looking down,” Hoover said. “You can see it when you look at the roof. You can’t see any discoloration.”

But like any good-faith owner, the Hoovers wanted to be sure.

“I wanted a clean report on our roof,” Karen said.

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They hired Excelsior Roofing to perform a follow-up inspection, a licensed and respected roofing company that has been doing business in the city for over 100 years. The company has an A+ rating with the Better Business Bureau.

7 On your side appeared. “Is the roof in good condition?” » asked investigative journalist Stephanie Sierra.

“Great, I don’t see anything wrong with it,” the inspector replied.

“So, no mold, no algae?” » asked Sierra.

“Nothing at all,” said the inspector.

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In fact, the inspector told the Hoovers their roof was good for another 20 years. And the report he wrote included more than a dozen photos from every angle that confirmed its “good” condition. Even close-ups of the shingles showing no growth.

“I’m furious,” Hoover said. “Lack of decency and customer support.”

So the Hoovers appealed Liberty Mutual’s decision, including the inspection report refuting the alleged problems. But for the past three weeks, the Hoovers haven’t heard anything.

That is until 7 On Your Side got involved and contacted the company’s CEO directly.

Her team told us: “We are contacting Ms. Hoover directly to address her concerns. Home inspections have long been a standard in the insurance underwriting process, which can include aerial inspections from an airplane. »

Less than an hour after our follow-up questions, the company reissued Hoover’s insurance policy.

“Thank you 7OnYourSide from the bottom of my heart!” » said the Vacuums.

The couple remains frustrated that they had to resort to a news agency for answers after doing business with Liberty since 1976.

“We don’t trust them at all,” the Hoovers said.

Amy Bach, executive director of United Policyholders, a nonprofit insurance advocacy group, expressed frustration with the company.

“Liberty Mutual has disappointed us. They seem to not be renewing a lot of people and are giving very, it seems, inconsistent explanations as to why,” Bach said.

Bach says United Policyholders is pushing for legislation that would require insurers to be more transparent about non-renewals.

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“Number 1 we want insurers to tell the homeowner what conditions on their property do not comply with insurance company rules. Number two, give the homeowner a reasonable amount of time to remedy those conditions. And number three, if they remedy these conditions, offer them a renewal policy,” Bach said.

Much to the Hoovers’ disappointment, their family home across the street was also abandoned, citing the same roof problems.

“There was no option to fix this,” Tony said. “It’s just ‘we’re not renewing.'”

These are situations like the ones United Policy Holders is trying to prevent with its latest proposal. Bach says a bill is already in the works and is expected to be introduced next session.

Take a look at more stories and videos by 7 On your side.

The 7OYS Consumer Hotline is a free consumer mediation service for residents of the San Francisco Bay Area. We assist individuals with consumption-related problems; we cannot help you with business-to-business matters or matters involving family law, criminal matters, landlord-tenant disputes, employment issues, or medical issues. Please see our FAQ here. As part of our support process, it is necessary for us to contact the company/agency you are writing about. If you do not want us to contact them, please notify us immediately, as this will affect our ability to work on your case. Due to the high volume of emails we receive, please allow 7-10 business days for a response.

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