Jan 7, 2025
Liberty Mutual Insurance insists it doesn't use drones to assess risk, but Karen and Tony Hoover aren’t convinced.
After nearly 50 years of faithfully insuring their San Francisco Victorian home with the company, the couple received a non-renewal letter last month.
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The reason? An aerial photograph that allegedly showed "moss, mildew, algae, and mold" on their roof. But the picture, which appeared to be from Google Earth, showed "absolutely nothing!" Karen Hoover told 7NEWS reporters.
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"All they do is show this picture of the whole roof — looking down," said Hoover. "You can tell from looking at the roof. You can't see one mark of discoloration."
Frustrated and determined to clear their name, the Hoovers decided to fight back. Here’s how you can too if you find yourself in a similar situation.
How the Hoovers fought back
To address the insurance company's allegations, the couple decided to have their roof professionally inspected.
"I wanted a clean report on our roof," Karen Hoover told 7NEWS.
The Hoovers hired Excelsior Roofing, a well-respected local roofing company with an A+ rating from the Better Business Bureau and 4.5 stars on Google Reviews, to conduct the inspection. Reporters from 7 On Your Side attended the roof inspection.
"Is the roof OK?" asked Investigative Reporter Stephanie Sierra.
"Perfect. I don't see anything wrong with it," the inspector told her. According to the inspectors, there was no mold or algae, and the inspector expected the roof to easily last another 20 years.
The inspector's report included dozens of photographs of the roof, including close-ups of the shingles, all showing no evidence of growth. Armed with this report, the Hoovers appealed Liberty Mutual's cancellation, but the company never responded.
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Three weeks later, 7 On Your Side reporters contacted Liberty Mutual's CEO. Within an hour of inquiry, Liberty Mutual reissued Hoovers' home insurance coverage. While the couple is relieved to have coverage again, they remain frustrated that they were forced to involve the media to get answers.
"We don't trust them [Liberty Mutual Insurance] at all," said the Hoovers.
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What to do if your home insurance is canceled
Home insurance companies are dropping customers at an alarming rate, especially in states like California and Florida, where natural disasters are becoming more frequent. According to the California Department of Insurance, since 2022, seven of the top 12 insurance carriers in the state have cut existing policies or stopped selling new ones. In November of 2024 alone, Florida's top insurance company shed over 200,000 policies, just weeks after Hurricanes Helene and Milton hit the state. An NBC News analysis of new Census Bureau data found that 1 in 8 American homeowners don't have homeowners insurance.
If your home insurance is canceled or you receive a non-renewal notice, there a re steps you can take:
- Request written documentation: Ask for a written explanation of the non-renewal and any supporting documents. For example, did the company use aerial photographs or satellite images? Use this information to build your appeal.
- Have an independent inspection done: If the roof or other property issues are cited, consider hiring an independent inspector to provide a second opinion.
- Complete required repairs: If the insurance company requires repairs or remediation, address these issues promptly. This might include removing brush or trees, repairing the roof or fixing other problems the company deems risky.
- Seek help from your state’s Department of Insurance: Contact your state’s Department of Insurance if you cannot resolve the issue with your insurer. They can ensure the company is following state laws and regulations.
- Consider state insurance plans: Many states offer last-resort insurance options for homeowners unable to obtain traditional coverage. In California, the FAIR Plan provides basic fire insurance for at-risk properties. Florida offers a similar program through Citizens Property Insurance, a non-profit program that insures homeowners who cannot access traditional policies.
While the Hoovers' experience was frustrating and time-consuming, it highlights the importance of advocating for yourself. For homeowners facing similar challenges, staying informed and being proactive can help you protect your home.
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Danielle is a personal finance writer whose work has appeared in publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love. She’s especially passionate about helping families and kids learn smart money habits early.
