📞 with USAA Claims Dept.
Transcript
USAA AI: [00:00:00] Just a moment. I'll connect you to the first available representative.
Logan M Isaac: Calling the insurance adjuster at USAA
Bryan Stewart: Property claims. This is Bryan [Stewart]. Can I get your first and last name?
Logan M Isaac: Logan Isaac
Bryan Stewart: Bye What's up? Pulling up here. How can I help you today?
Logan M Isaac: I'm returning your call
Bryan Stewart: Uh, it was in the back patio, correct?
Logan M Isaac: Not exactly, but I don't know what the adjuster recorded
Bryan Stewart: Yeah. So I reviewed a bunch of photos of the patio roof. It's like an A-frame shingled roof that [00:01:00] overhangs and the big pillar and the beams that are leaning are all sagging, or not sagging, but not level at this point
Logan M Isaac: And?
Bryan Stewart: Is that, is that correct?
Logan M Isaac: Uh, no. I'm, I'm returning your call
Bryan Stewart: Yeah. Um, so I was just calling to let you know that unfortunately the policy does not cover any settlement or foundation or earth movement related to the photos that I've reviewed.
Logan M Isaac: Did the photos include the drainage pipes and the downspouts, or are you willing to share those photos with me?
Bryan Stewart: GruntGod up there
Logan M Isaac: Uh-huh. And you think it took 30 years to do that? Sorry, [00:02:00] 28 years?
Bryan Stewart: Not anything that was sudden and accidental, like a tree falling on the roof or car running into the house, something along those lines.
Logan M Isaac: You saw... So the adjuster took pictures of the downspouts which had been crushed, and you think that took twenty-eight years to accomplish? It was not, to you, you, to use your words, quote, sudden, end quote?
Bryan Stewart: That is correct, yeah
Logan M Isaac: So you think that it took 28 years and that downspout just slowly crushed? Is that, is that your stance?
Bryan Stewart: necessarily 28 years, but-
Logan M Isaac: That's how long the house has been there since it settled ... it would take
Bryan Stewart: a month to do that.
Logan M Isaac: How would it be settling if it took a month?
Bryan Stewart: Any earth movement, ground movement, anything like that would not be covered[00:03:00]
Logan M Isaac: And I'm sure that I'm sure that you know that water is supposed to be taken away from the house, and if it wasn't being taken away from the house, you think that the... I'm trying to understand how you don't think it's sudden and immediate. That to me seems to violate all core concepts of logic and deduction.
Unless of course you got a less than fully complete report
Caused this to happen We've been having storms
Bryan Stewart: Based on what I'm looking
Logan M Isaac: at It is water damage that is not properly taken away from the house, and now we have a th- several thousand pounds of structure leaning over [00:04:00] a family of four, to include two minor children, and you think it's settling? That it took f- 28 years, the age of the house, to magically settle several inches?
You don't think it's water damage and the climate change? I just wanna make sure I, I've got you right, and this call is being recorded because this is a substantial risk to my family that my own insurance agents and banker, which started as an insurance agent, thinks is due to a 28-year decline in the, the state of the property
Bryan Stewart: Or earth movement caused by, uh, heaving, rising, shifting, expansion and contracting of the earth or all other combined with water or not
Logan M Isaac: And you don't cover water damage?
You're an insurance agent that does not cover water damage[00:05:00]
Bryan Stewart: Groundwater that caused the foundation to shift It's...
Logan M Isaac: You think it came up from under the ground? You don't think it came from the downspout, which you've already acknowledged that you saw pictures of?
Bryan Stewart: No, I think it came from the downspout.
Logan M Isaac: And you're calling it groundwater?
Bryan Stewart: It leaked all around and hit the ground.
Logan M Isaac: You're calling it groundwater that comes from the sky? That's, I usually call that rain.
Bryan Stewart: Surface water.
Logan M Isaac: So now the story is changing.
Bryan Stewart: Yeah, surface water.
Logan M Isaac: All of a sudden it's surface water.
Bryan Stewart: All of those are not, not covered. All of it's not covered.
Logan M Isaac: And you're resting this on your own assessment? There's no...
You're resting it on the writing, stuff in writing that I have in my possession, and your assessment of the report, which you say you're not going to share with me.
Bryan Stewart: Photos I cannot share with you, Grunt
Logan M Isaac: What can you share with me?
Bryan Stewart: Denial letter that has been emailed out to you
Logan M Isaac: And Bryan, what's your last [00:06:00] name?
S-T-E-W-A-R-T
Okay. And as I've said, this is a recorded call. Your story has changed, so should I not trust your story, only trust what's in the contract?
Floods. That includes... Like, that seems very- Running
Bryan Stewart: down customers ...
Logan M Isaac: that seems like an insurance agent is trying to get out of threatening, uh, injury to children through technicalities. And so if we're gonna get technical, I can get real technical. I'm already in federal court, and if I have to take my insurance agent to court, including you, [00:07:00] Ryan, I will, because we're talking about my kids.
I made that explicitly clear. So you think it's settling, I think it's rain damage. You've said that the downspouts you've seen, you've already changed the story from groundwater to surface water. So I wanna make sure I've got on the record what exactly you're telling me, because I'm, I really don't have the patience for the shifting explanations, which are now, as I've said, on the record.
I find it hard to believe-
Bryan Stewart: All of those are not covered ...
Logan M Isaac: Sure, yeah. And I'm going to make sure I get you on the record before I read my policy- Yeah ... and come back with lawyers in hand who want to protect minor children from rain damage
What policy or law protects the, uh, the report that was sent?[00:08:00] Or are you just claiming it as private property? Um,
Bryan Stewart: proprietary information from the adjuster.
Logan M Isaac: Private property. Gotcha.
Bryan Stewart: That and they can request a copy of
Logan M Isaac: Uh, yeah, that or I can go straight to the vendor, and if you guys are conspiring to keep me from information about my own property, uh, that will look suspicious in court. Uh, because we are-- we've already seen how tired Americans are of insurance scams by insurers trying to keep from paying out for property damage and protecting people, whether that's a health insurance or property insurance, and I am happy to put this all on the internet.
In fact, it probably will be by the end of the day because I am pretty surprised that the downspouts, which are clear evidence of immediate and sudden damage as a result of rainwater, [00:09:00] you think just managed to settle over the life of the property. But you still haven't explained to me, which a logical conclusion would require, how a, a structure built in nineteen ninety-eight only managed to show damage like this in the last, what, month or something?
'Cause I've got photographic proof that the damage to the downspouts did not exist when we purchased it, and you're gonna have to show, or USAA is gonna have to show, that it's your contention that downspouts just collapsed slowly over I don't know how long. Because I find that to be an entirely unreasonable conclusion, and the fact that you've already provided shifting explanations suggests you're not a reliable adjuster and not a reliable deducer of facts contained in a report that you claim proprietary, uh, copyright over.
It would support your cause to share that report with me, but your protection of it and your protection of thousands of dollars of [00:10:00] construction which your company would be liable for does speak loud and clear to the reliability of USAA to adjudicate property damage
While I have you, do you have an employee number just so I don't confuse you with any other Bryan Stewart and I can confirm that that's not a made-up name?
Bryan Stewart: It is on the file here
Logan M Isaac: You don't remember it?
Bryan Stewart: I think I've received No, it would be my extension, the 2380-
Logan M Isaac: 23804, Bryan Stewart.
nobody above you that your, your credibility rests on? There's not a manager who approved it, it's literally just the contract and the pictures that you will not share? Is that a correct statement?
Bryan Stewart: My all need, all denials need to be approved by a manager
Logan M Isaac: Ah, [00:11:00] okay.
Bryan Stewart: So once you're- My manager, Greg Barron, has reviewed the claim.
Greg Barron.
Logan M Isaac: Could you spell that for me?
I just need his name and his employee number
Bryan Stewart: Greg Barron, uh, G-R-E
E A R R O N
pewpewhq.com
Logan M Isaac: employee number so I can confirm his identity[00:12:00]
5870, Greg Baron. And is he available to speak with me or is he gonna rest on your, on your word?
I don't wanna hang up. I wanna keep it all on one call, one recording. If he's not available, you can just say so
Bryan Stewart: I, I don't know if he's available. Give me one moment, I can check on that for you[00:13:00]
Logan M Isaac: No, I'll call him. I'll look him up and give him a call on a recorded line and ask him the same questions and confirm that you think that what you saw in the pictures was not sudden and immediate. Can you confirm, Ryan, for me, since you paid for the vendor, how do I know that [00:14:00] you are not paying them to give you a story that is conducive to your set of alternate facts?
What checks and balances are there for me?
Bryan Stewart: Well, first of all, you can have your contractor, whoever, submit that this is sudden and accidental, and we'll review whatever they have to show and support that this didn't happen from ground, surface water settling, anything like that. If it's sudden and accidental, that's what we would be paying for.
Sudden- As soon as the water touches the ground and
Logan M Isaac: causes- ...
Bryan Stewart: and accidental ... causes damage. As soon as the water touches the ground and causes any damage, there would not be coverage under your policy.
Logan M Isaac: That seems like an overly permissive interpretation of a deliberately obtuse paradigm. Water touches the ground every day.
It sounds like you're trying to play semantics. So I'm also gonna put on this recorded conversation that [00:15:00] Ian, the vendor that came to my house, my property, said it probably included something called a nail pop. Is a nail pop sudden and accidental?
Bryan Stewart: The improper installation of the roof
Logan M Isaac: Is it sudden and accidental?
How is that possible? It was over time and deliberate
Bryan Stewart: Properly installed with how the fasteners were
Logan M Isaac: So you think it was improperly installed and it is a part of settling. So it's, in your semantic construction, it was not accidental and it was not sudden, a nail pop
Bryan Stewart: Pops are typically in regard to shingles, not to do with gutters
Logan M Isaac: You don't seem to be able to answer the question. [00:16:00] Is a nail pop not sudden and accidental?
Bryan Stewart: No, it's not an accident
Logan M Isaac: Okay, just wanna make sure. Uh, do, do, do, do, ba, ba, ba.
Bryan Stewart: We're insurance shingles.
Logan M Isaac: Oh, I forgot. How long have I been a member of USAA?
22 years. Geez, man. And do you have military experience in your background?
So you are employed by a company that does business primarily with veterans and service members and their families to include minor children. You don't ha- Do you know if Greg has any military service?
Bryan Stewart: I do not know that answer
Logan M Isaac: You see where I'm going with this, right? You wanna take our money, a protected class I will add, and then when it comes to protecting us after we've protected [00:17:00] you, magically we hide behind technicalities and semantic gymnastics.
That I think is gonna kinda bite you in the butt. But like I said, this will be on the internet. I'll give Greg a call, um, and, uh, yeah, we'll go from there Oh, hey
Bryan Stewart: Like is your cell phone or?
Logan M Isaac: Would you put something in my notes or in my, like, I don't know, note for other people? Is that something you're able to do?
Bryan Stewart: For the claim, yes
Logan M Isaac: Oh. Uh, sure, yeah. Hey, tell Greg or any other adjusters if you thank me for my service, I'm gonna tell you to fuck off. You, can you repeat that for me?
Bryan Stewart: I will not repeat that, no
Logan M Isaac: Oh, okay. Will you put it in the notes?
Bryan Stewart: I will.
Logan M Isaac: Thank you. It's so great to finally have some cooperation and understanding. Oh, and I, I'm, I am serious. Don't ever [00:18:00] fµ¢king say, "Thank you for my service," all right? 'Cause that's, that is insulting as fµ¢k. We've got kids involved, and you seem to be uncapable, incapable of natural, humane communication. So just keep it to straight technicalities and facts. Do you understand, Bryan?
Speaker: Yes, sir.
Logan M Isaac: Good. Don't call me sir, I'm not... I work for a living. If you were in the military, you'd understand that. I'm gonna hang up the phone now because you do not seem to know how to communicate with a protected class that you're making money off of, Bryan. See ya.
