Troubleshooter: Waiting for insurance company assistance

SANFORD Nelly Andino's home was damaged when a tornado struck her St. Andrews neighborhood in Sanford on April 16.

"For a minute there we almost thought we didn't have a house anymore," she said. "This window was completely broken and glass was everywhere."

Andino says she called her insurance company State Farm right after the storm and an agent came out to check out the damage.

"He came the next day and looked around and said they were going to take care of us and help us," she said.

Andino says she then received a check from a State Farm representative for $3,000 to help with picking up the pieces.

"It's an advance use it for your priority," she said. "Use it in advance for the money you're going to get when they do your assessment."

Then Andino says she got a call from a State Farm adjustor.

"He said I'm going to be there in two weeks don't touch that money," she said. "Don't do anything until I get there."

Andino didn't touch the money, but had to start the cleanup process.

So, she paid out of pocket to get her home secured and somewhat livable, but after two weeks of waiting there was still no sign of her state farm adjustor to access the damage.

"I know that I'm blessed that I didn't lose everything, but I don't think that makes me less important," Andino said.

Andino says she made countless calls to State Farm.

"They wouldn't return our phone calls or they wouldn't call us back," she said.

So Andino reached out to ABC11 Eyewitness New I-Team Troubleshooter Diane Wilson and she got in touch with State Farm.

"It's amazing all of a sudden people are starting to call us," Andino said. "They were even willing to fly into Raleigh at nighttime and come see us."

Nearly a month after the tornadoes, State Farm reps finally got to Andino's house, accessed the damage and took care of her claim.

"Thank you so much for all your help," Andino said. "It's amazing that just one phone call, and we got this resolved."

A State Farm rep said due to privacy reasons they can't discuss customer accounts, but they did contact Andino directly and worked with her, which she says she had a check within days to cover everything.

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