JACKSONVILLE, Fla. – Insurance experts are shedding light on Direct Repair Programs (DRPs), also known as Managed Repair Programs (MRPs), after a Jacksonville homeowner said she’s been left to pay out of pocket for unfinished repairs following a water leak in her home.
The programs are partnerships between insurance companies and a network of preferred contractors. While they can streamline the repair process, consumer advocates and insurance professionals say homeowners need to understand what they’re agreeing to — and what their policy does and does not cover.
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Disputes After Water Damage
News4JAX consumer investigator Tiffany Salameh first reported on Aubrey Coyle, who experienced a water leak in her home and turned to her insurance company for help. Through the company’s MRP, contractors were dispatched and the work was said to have passed environmental inspections.
But an independent inspector hired by Coyle found otherwise.
“So as far as what they have done, they have done an incomplete mold remediation at this point,” the inspector said.
Coyle said she’s now paying for housing out of pocket and has hired an attorney, citing months of delays and disputes with the insurance company over completing the job.
Her insurer told News4JAX it is working with Coyle, her attorney, and her public adjuster to resolve the matter, but could not comment further.
What to Know About MRPs and DRPs
Insurance agents advise policyholders not to go through DRPs blindly. Matt Carlucci Jr., an agent with Brightway Insurance, said it’s critical for homeowners to understand the details of their coverage and the tradeoffs involved in using — or not using — preferred contractors.
“There are times, for example, with the state-run company Citizens, the opposite is true,” Carlucci said. “If you use one of their preferred contractors, you have full water damage coverage. If you choose your own, they’re going to cap that coverage at $10,000.”
He added that in other cases, using your own contractor could mean your insurance company won’t pay more than what their in-network contractor would have charged, which could leave homeowners covering the difference.
Carlucci recommends that homeowners:
- Ask an agent to explain the fine print of their policy
- Know the coverage limits
- Understand the tradeoffs between using in-network vs. out-of-network contractors
He also warned against choosing a policy based on price alone. “Many policies look similar on paper but offer very different protections,” he said.
How to File Complaints
Florida insurance companies are regulated by the state’s Chief Financial Officer. If you have a concern or complaint about your insurance provider, you can call the CFO’s consumer services division at 877-693-5236 during normal business hours.