I’ve spent a great deal of time dealing with our insurance company over the last ten months since The Fire, and more so in the last month since lodging an official complaint. It doesn’t look like we’ll be in our house within the year since we lost everything, and at this point lucky if we’ll be in before Christmas. We are tired, stressed and sad, yet we have to put on a brave face everyday in order to continue at least the appearance of normal for our child and our work.
In the last couple of weeks that’s become incredibly difficult and both of us have faltered, cracked and broken down. I thought nothing could be as bad as losing everything you owned, but dealing with an insurance company has proven otherwise. The process attaches the extremely raw emotional ties to something as important as ‘home’, to a beauracratic and uncaring behemoth in order to reach some kind of resolution. You can imagine the results are less than stellar.
Here’s some of what I’ve learnt in the process:
You are not in control. Despite this being an intensely personal subject, decisions will be made for you, not by you. You will be disconnected from concepts like “home” and “normal” the more the claim drags on. Logic is not your friend, it is the path to despair. Conflict is the only way to achieve an outcome. Ask for everything in writing, if they won’t do it, there’s a problem you are not aware of. Ask for every document related to your claim, there are mistakes everywhere. Create a timeline and keep track of every interaction. Let nothing slide longer than a week. Set reminders and make demands. Cry and scream, do not try to bottle it up and put on a brave face. Everyone will understand your circumstances, except the insurance company.