Grober-Imbey Agency Inc

We were very dismayed to receive your complaint regarding Mercury Insurance Group. Dealing with a major loss can understandably be traumatic especially in these trying times. There was no reference to your specific claim# or policy# to research your particular situation, but we would be happy to assist however possible. Mercury Casualty Co is an A+ rated carrier with A.M. Best rating services with an excellent claims reputation. Their New York policies DO come with replacement cost coverage, not depreciation or "actual cash value". However, all homeowners policies, regardless of the carrier initially settle claims by providing a payment based on the depreciated value and "hold back" the remaining funds until you show that the work has been done or the items have been replaced. Once that is done, the remaining funds are released. The reason claims are handled this way is to prevent policyholders from pocketing the full amount of money and not making the repairs or replacing the items in question, and then filing a duplicate claim down the road for the same damage. It sounds like this might be the scenario that you are referencing. But if not, we would like to discuss your specific situation and are open 9am to 7pm Mon, Tues, Thur and 9am to 5pm Wed & Fri. We have been in business since 1974 and highly value our clients. Let us know how we can help. Sincerely, Chris Androu - Grober-Imbey Agency (516) 872-9500

Dear Dr Campasano We receive your email with profound concern for your loss and understand your complete and utter frustration with the length of time it has taken to expedite your claim. Hurricane Sandy, deemed a tropical storm, has wrecked havoc with tens of thousands of homeowners on Long Island, not counting metropolitan New York, New Jersey and Connecticut. The methods used to enlist legions of out of state adjusters, replete with logistical "red tape", inaccessibility of travel on impassible roads, electrical outages, gas shortages and an ensuing winter snow storm only complicated an already catastrophic event. Many of our staff braved dangerous roads, ignoring warning to stay off streets, in an attempt to reach the office on Tuesday, Oct 30th. Those of us who made it thru found an office without heat, electricity or phones. On Wednesday we had heat, Thursday electricity but no phone or internet access. It wasn't until Friday at 3:30 will were fully restored. Throughout this time dozens of clients came in and using private cell phones, we worked individually using a remote Manhatten operation as backup to our Agency managment system. We remained open and operational on Saturday Nov 3. Twenty 25 out of 26 employees were diverted from their regular jobs to pitch in with the heavy volumn of claims calls. Through Nov 16th, we are still handling more claim issues than regular calls. While your loss is far more personal and emotionally troubling, our attempts to be there for our clients in their time of need cannot be denied. Three of our own employees lost their homes as well and have taken limited leave of their jobs, a testament to their personal committment to our agency and our clients. A review of your loss in our system shows the following time line. On Saturday, Nov 3rd at 2:28 you spoke to Kelly. She took the first report which included roof, siding and shed damage which was faxed to Jimcor- the excess broker. A formal acord form to Altarra Excess & Surplus was filed on 11/5 noting additional claim for loss of use. On 11/9 Sole called you with a claim #121106-191. We had done all that we could phyically do, except produce an adjuster in a timely matter- which was completely out of our hands. You referenced a woman named June who is a customer service representative. While I regret that you have stated she gave Jimcors number to you, I can only assume she did not realize you were in an excess market. This was standard procedure with our regular market clients- in fact, those markets specifically wanted insureds to call or email detailed reports in person. Insurance companies are generally the final decision in determining loss and as long as they follow the letter of the language of their policies, their decision prevails. We, as brokers, can only hope a loss falls within their strict legal guidelines. We have been building this business for almost forty years, insuring legacies of families. This was a catastrophic loss to us and to thousands of our clients. My heart goes out to you and your family and I truly hope this matter with your insurance carrier is quickly resolved in your best interest. As to the forces that can quickly rebuild your home and your life, those are truly left in hands larger than ours. With sincerist thoughts Carol Grober & the Grober Agency