Action 9 helps family fight insurance denial

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ORLANDO,Fla. - Action 9 helped an Orange County family rebuild their damaged home.

They called the Action 9 consumer unit three months ago after an insurance company denied their water damage and mold claim for tens of thousands of dollars.

A huge plumbing leak wrecked wood floors and cabinets, and black mold coated the walls of Denise Cruz's home.

A frantic Cruz said the insurance company denied her damages claim and said the reason why was a real shocker.

"I have no insurance. My mortgage company did not pay for my insurance," said Cruz.

Cruz showed Action 9's Todd Ulrich records where Ocwen Financial Services collected insurance escrow payments from the family, but it had not paid their insurance premium.

Ulrich called Ocwen, a company that has an F rating at the Better Business Bureau, but no one returned his calls.

Action 9 helped Denise contact insurance adjustor Ron Livingstone.

Livingstone took up their case and just this week the family settled with Ocwen and the insurance company.

"This was a big win for them?" Ulrich asked Livingstone.

"Oh absolutely," said Livingstone.

The family cannot tell us the exact terms because of nondisclosure rules.

Ocwen's replacement policy only offered several thousand dollars.

Livingstone said the new deal provides the coverage they paid for and the coverage they need.

"We were able to get sufficient funds to make them whole, in other words, fix the property 100 percent," said Livingstone.

That included mold remediation and living expenses that had been denied.

This year Action 9 has helped 25 consumers reverse insurance claim denials ranging from medical coverage to property damage, even homeowner fire claims that involved total losses.

If you have a consumer complaint contact Action 9 online, at www.wftv.com/action9help.