Homeowners pay insurance premiums year after year, expecting that when something goes wrong, their insurer will step in. A Charlotte, North Carolina, homeowner recently learned firsthand how difficult the insurance claims process can be when his insurer, ERIE, refused to cover storm‑related roof damage. Bel-Fakir, the homeowner, questioned, “Where’s my money going” He feels like he has been let down as he is “paying for the roof insurance:” (Action 9) His experience, highlighted by Action 9, reflects a growing frustration that homeowners across the country experience with roof damage claims. Homeowners insurance is designed to cover “unexpected damage,” not the ordinary wear and tear that develops on an aging roof. However, following a storm, distinguishing between covered loss and pre‑existing aging can be challenging.

In response, ERIE defends this complaint by noting that “ the claim was handled appropriately.” and “understand the customer is disappointed by the coverage outcome.”  but their decision was “based on the facts, circumstances and terms of the policy.”(Action 9)