Poor service and claim assistance.

ood day

My mother had claimed for a leak in her swimming pool a few weeks ago. Unfortunately the claim was repudiated because the floor of the pool floor is brittle. I do not understand how we were meant to know that it was brittle. My mother is over 65 and never swims, her grandchildren who do swim cannot even touch the floor in the deep end of the pool. How are we suppose to know what’s going on with the pool and it’s structure? Must clients go in and check the pool floors daily so that insurance companies will pay claims?

We previously had two other claims that were also repudiated, 1st was the pipes leaking in the bathroom. The claim was repudiated because the damage had been going on for some time. How were were supposed to know that it’s leaking inside the walls? We don’t have X-ray vision and there was not sign of water damage up until the claim was made. All the claims made in past 2 years are repudiated with no real reason or justification other than the fact that the damage had gone on for too long before the claim was made. It not like it’s a broken tv or window that you can see immediately. All the claims made have been repudiated because of a time issue, damage was reported late but how do you see an issue happening inside walls or at the bottom of the pull the owner has never swam in since moving into her house in 1996? Even the agent that called her was rude to my mom when she called to repudiate the claim. Unfortunately my mother does not remember her name. My mother has had this policy for over 15years and has never missed a premium but hollard refuses to assist her. Where is the loyalty? Even since I complained and sent an email on Monday, it’s been more than 48hrs and no call has been made to her 4 days later. Claim number ***