The Situation
A single family residence in Tucson, Arizona suffered significant fire damage in an incident made more difficult by the fact that the fire was started by someone the homeowner knew personally. The emotional weight of that circumstance was compounded by an insurance process that quickly became confusing and adversarial.
The Insurance Company's Response
The insurer sent multiple letters but issued no payment on the claim for months, leaving the homeowner unsure of where things stood. Instead of moving the claim forward, the insurer requested Examinations Under Oath for both insureds named on the policy, the homeowner's mother and daughter, which added legal complexity before any coverage determination had been made. The initial offer on the claim was zero dollars, and the insurer also pushed back on covering solar panels that had been purchased and installed at the property, treating them as outside the scope of the loss.
What the Insurer Got Wrong
The insurance company issued no payment on the claim, failing to account for the full scope of damage to the property.
What We Found
Once Apex was engaged, the first priority was stabilizing the claim procedurally. Apex helped the homeowner secure legal representation to handle the EUO requests for both insureds, which allowed the coverage question to move forward instead of stalling indefinitely.
The Result
The claim settled at full policy limits of $336,000, a significant shift from the insurer's initial offer of zero dollars. The nine month timeline reflected the complexity of the EUO process and the scope disputes over structural and solar panel damage, but the homeowner ultimately received the funds needed to fully repair the home.
Settlement Secured
The insurer had paid nothing on this claim. We recovered $336,000 — ensuring the property owner received full compensation for all damages.
