News 4 helps marine in fight against insurance company

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by Chris Nagus / News 4

KMOV.com

Posted on June 14, 2013 at 2:36 PM

Updated Friday, Jun 14 at 2:56 PM

(KMOV) -- A marine with two active tours of duty under his belt knows what it’s like to battle. Now he is fighting a different kind of battle; one with his insurance company.

When Shawn Masterson got home from Iraq, he had no idea he would battle his insurance company over hail damage from the April 2012 storm.

“Pretty much the whole front and left side of the house got nailed” said Masterson.

Everywhere he looked he found signs of damage, “the garage door, shutters, gutters, down spouts”, even a shattered window, along with giant holes in the siding.

A contractor told him damage to the roof was so bad that he needed a new one. So Masterson called his insurance company, Empire Fire and Marine, a subsidiary of QBE First. But, Masterson told News 4, “They give me the run around every time I call them.”

He says the contractor estimated the damage at over $11,000. But after his $2,700 deductible the insurance company was only willing to cut a check for around $3,500. Masterson said he was battling back and forth with an adjustor for around 4 months so News 4 Investigates started making calls and got through to someone at QBE.

Low and behold, suddenly Masterson is a satisfied customer. He told us “I get a call two days later saying they were going to send another adjustor out and we will see what we can do…the adjustor said I was out there before, I don’t even need to get on the roof I have the pictures and bam” the situation is resolved.

Masterson still has to pay his deductible, but now he’s getting the check he needs to cover the damage. News 4 asked the insurance company, QBE First, for their side of the story. This is the statement they emailed us:

“We work with our clients and their borrowers to result in a mutually agreed to outcome. This homeowner’s claim is being addressed and has received fair and courteous claims service.

For the confidentiality of our claimants and policyholders, we cannot discuss the specifics of particular claims.”

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