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Florida Fan
12-26-2022, 02:30 PM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.

retiredguy123
12-26-2022, 02:36 PM
Buy a new roof.

Babubhat
12-26-2022, 03:05 PM
Call a few agents for quotes. The downside is the rates may not to your liking if they approve.

mtdjed
12-26-2022, 04:33 PM
Try Allstate. Just went with them with my 16 year old roof.

oldtimes
12-26-2022, 04:38 PM
Didn't they just pass some kind of law against this?

LuvNH
12-26-2022, 06:19 PM
She's 90 yrs old, buy the new roof and save her the stress. You cannot beat City Hall.

We went through the same thing just a year ago, we actually got cancelled and were given something like a month to get a new roof. I have never been so stressed.

Pairadocs
12-26-2022, 08:09 PM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.

BE ON HIGH ALERT ! My brother and sister in law really got burned on that one. Bought a home here in the V's, the second year in the home they were notified they would be dropped as the roof would be 15 year's old at the next renewal. They hired a competent INDEPENDENT roof inspector, thinking they had really been "taken" when the paid $450 for a "home inspection" before the closing... but NO, the roof had been pronounced in good shape just as it had been a year before at the closing. But they panicked, had the roof replaced immediately, and 4 months after that, when their renewal come due, they nearly fainted at how much their premium INCREASED when they had a new roof put on ! Believe it or not, their insurance company raised their premium by $878 once they did the new roof. As an old retired roofer in my neighborhood, with over 40 years experience said when I told him about my brother and sister in law...." Well, SOMEBODY has to pay for all those "FREE" roofs that villagers get by allowing the door to door roofing companies to turn in the false claims". From some of the recent articles in various papers, including the villages daily paper, I guess you might say he was "RIGHT ON" when he said there are no "free roofs". So check every aspect before you make a move, or your relative may also end up with an insurance premium she can't afford after paying for a new roof.

Bogie Shooter
12-26-2022, 10:08 PM
BE ON HIGH ALERT ! My brother and sister in law really got burned on that one. Bought a home here in the V's, the second year in the home they were notified they would be dropped as the roof would be 15 year's old at the next renewal. They hired a competent INDEPENDENT roof inspector, thinking they had really been "taken" when the paid $450 for a "home inspection" before the closing... but NO, the roof had been pronounced in good shape just as it had been a year before at the closing. But they panicked, had the roof replaced immediately, and 4 months after that, when their renewal come due, they nearly fainted at how much their premium INCREASED when they had a new roof put on ! Believe it or not, their insurance company raised their premium by $878 once they did the new roof. As an old retired roofer in my neighborhood, with over 40 years experience said when I told him about my brother and sister in law...." Well, SOMEBODY has to pay for all those "FREE" roofs that villagers get by allowing the door to door roofing companies to turn in the false claims". From some of the recent articles in various papers, including the villages daily paper, I guess you might say he was "RIGHT ON" when he said there are no "free roofs". So check every aspect before you make a move, or your relative may also end up with an insurance premium she can't afford after paying for a new roof.

Appreciated home value can also contribute to premium increases.

Caymus
12-27-2022, 04:55 AM
What is the main issue with a15 year old roof. Is it rain infiltration or blowing off during a hurricane? Do other states (Gulf Coast) have this insurance issue?

villageuser
12-27-2022, 05:07 AM
I recommend calling a reputable roofer to verify the condition of the roof. What i was told when i did a wind mitigation inspection, that those years, about 50% of the claimed years of lie of the roof due to FL conditions, are estimates. At that time, i was told to have the roof inspected. Either the roofers will agree with the insurance company or they will extend the life of the roof expectancy. Have them put it in writing and submit it to the insurance company. It may add 1 or 2 years to the time when the roof would need to be replaced. Or you can go ahead and replace it now.

Southwest737
12-27-2022, 06:29 AM
Progressive sent us notice of non renewal unless we got a new roof. But after the change in FL law Progressive rescinded the requirement. However, rate increased from 1700 to 2500 which is the norm now whether the roof is old or new.
Our roof is original 18 years.

retiredguy123
12-27-2022, 06:40 AM
Progressive sent us notice of non renewal unless we got a new roof. But after the change in FL law Progressive rescinded the requirement. However, rate increased from 1700 to 2500 which is the norm now whether the roof is old or new.
Our roof is original 18 years.
The norm? I just renewed with Progressive this month for $880, and the annual incease was only 6 percent. My roof is 6 years old.

retiredguy123
12-27-2022, 06:42 AM
The new Florida law is ridiculous. Apparently, the insurance company cannot cancel you, but they can raise your rate as high as they want.

coconutmama
12-27-2022, 06:47 AM
The norm? I just renewed with Progressive this month for $880, and the annual incease was only 6 percent. My roof is 6 years old.

Same here.

RICH1
12-27-2022, 06:47 AM
Sounds like a 10 year warranty roof should cover it…..Make her life easy
Insurance Companies lobby Tallahassee to make money!

Battlebasset
12-27-2022, 06:58 AM
I would be happy with "self-insuring" my roof with a higher separate deductible if it would lower my annual premium. A roof is not an item without a known life-span or even a fixed maximum cost. Eventually, even without wind damage, it will need to be replaced at some point.

You want a $250 deductible and a full roof replacement even if 15+ years old with only moderate damage? Pay the premium for it yourself, don't ask others.

retiredguy123
12-27-2022, 07:08 AM
I would be happy with "self-insuring" my roof with a higher separate deductible if it would lower my annual premium. A roof is not an item without a known life-span or even a fixed maximum cost. Eventually, even without wind damage, it will need to be replaced at some point.

You want a $250 deductible and a full roof replacement even if 15+ years old with only moderate damage? Pay the premium for it yourself, don't ask others.
The problem is that the roof protects the entire house from expensive damage. If the roof blows off, the rest of the house and the contents are destroyed. That is why insurance companies want you to have a roof that is in good condition.

G.R.I.T.S.
12-27-2022, 07:13 AM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.

The same happened to us. Our roof had been inspected (our request) and was found to be in good condition. We found Farm Bureau in Wildwood to insure both our house and car. Great company.

Vicxyz
12-27-2022, 07:38 AM
Our roof is 18 years old, and we were able to get reasonably priced insurance. Try Dee’s Insurance and Kin Insurance. You will probably need to get a four point inspection with wind mitigation.

me4vt
12-27-2022, 07:46 AM
It’s a $💸💵💰racket!

sweetemmie6@gmail.com
12-27-2022, 07:54 AM
We have had USAA insurance for 55 years. When we heard about this 15 year problem, we contacted them. The agent said that we did not have to get a new roof for insurance purposes but we could have their inspector check our roof if we wanted. We did, he suggested a new roof but that was an option at this time. We got a $22,000 roof and we only had to pay $2000. We used Sky and they were fantastic. The inspector said that it was the best job he had seen.

nancyre
12-27-2022, 07:55 AM
The issue with the roof is not the roof itself. It is the damage created below when the roof fails.

Pmota
12-27-2022, 08:13 AM
Had that happened to us on the home we sold. Roof was 15 years old and the insurance company we had since we got that home sent us a letter that they were not covering us anymore due to the age of the roof.
We looked around and the only one that was willing to cover us was a company out of California. We paid dearly for the coverage $$$$.
We had company others that we were able to convince to come over and inspect the roof (something we had just done about a year before and were told we still had a good few years on it); the inspectors that did come out agreed that the roof was still in good shape but because of the policy/red tape the companies have to do what they were doing.
I would look for a good roofer.

OhioBuckeye
12-27-2022, 08:32 AM
Now you know why Insurance Co. never go broke. You know certain people in this country are trying to change us. That’s terrible that they would do that.

jrref
12-27-2022, 08:46 AM
Appreciated home value can also contribute to premium increases.

Exactly and the cost to repair your home has gone up significantly. These are some of the reasons why premiums increase.

Janie123
12-27-2022, 08:47 AM
Now you know why Insurance Co. never go broke. You know certain people in this country are trying to change us. That’s terrible that they would do that.
My best friend’s wife is an insurance broker. After Ian, she had 5 of her companies she carries go out of business.

nn0wheremann
12-27-2022, 09:03 AM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.
Farmers. Mine is 19 years old, and they have been reasonable about insuring it so far.

Daxdog
12-27-2022, 09:18 AM
Find a insurance broker, I never heard of them either, but our neighbor did, lowered his cost, we did it lowered our cost over $500 a year.

Whitley
12-27-2022, 09:19 AM
Buy a new roof.

What this will lead to, is people buying lower quality roofs. Why pay for a 30 year roof when you will have to scrap it in 15 years. The entire insurance system is broken. From providers providing quotes for a property to only one agent, to reinsurance, to requiring individual policies on a multi building association the system is broken. Plenty of blame to be spread around. The insurance providers like to blame lawsuits as one of the major reasons for high rates. Ask them what percentage of claim denials that make it to arbitration or court they lose.

Whitley
12-27-2022, 09:27 AM
Now you know why Insurance Co. never go broke. You know certain people in this country are trying to change us. That’s terrible that they would do that.

Go Broke? They reinsure the policies they issue! Guaranteed not to lose money. On top of this, Florida has a slush fund to be used to help insurance companies if they need to pay claims FHCF.

Whitley
12-27-2022, 09:28 AM
My best friend’s wife is an insurance broker. After Ian, she had 5 of her companies she carries go out of business.

Go out of business or pull out of Florida?

Battlebasset
12-27-2022, 09:37 AM
The problem is that the roof protects the entire house from expensive damage. If the roof blows off, the rest of the house and the contents are destroyed. That is why insurance companies want you to have a roof that is in good condition.

Fully understand that. And a higher separate deductible would not remove that requirement. It would just stop the "Oh, I have some missing shingles. I should get a new free roof so all of the shingles match!"

Case in point - we have a house in our neighborhood that had a small addition put on it. The new shingles don't quite match the rest of the house because the original roof is about five years old. It's perfectly serviceable, and in a couple of years, you won't be able to tell. If it was the insurance company's money I'm sure he would have not put up with that, and insisted on all new shingles.

Whitley
12-27-2022, 09:44 AM
In the past three years, one of my clients Wind Insurance policies has almost tripled.
This is the result of the state allowing providers to cancel existing policies (right before hurricane season)mid term, and the need to put together a multi tier provider policy.
Looking back, they should have gone with Citizens. The annual increase is limited to 12% (going to 15% over the next three years). This would have saved millions over five years. If you have the option, perhaps consider Citizens. They have an annual ceiling on how much they can increase your premiums, and for now they are flush with cash. While the initial year rate may be higher, after one year it will most likely be lower AND you have forward control on your increases.

retiredguy123
12-27-2022, 09:54 AM
Fully understand that. And a higher separate deductible would not remove that requirement. It would just stop the "Oh, I have some missing shingles. I should get a new free roof so all of the shingles match!"

Case in point - we have a house in our neighborhood that had a small addition put on it. The new shingles don't quite match the rest of the house because the original roof is about five years old. It's perfectly serviceable, and in a couple of years, you won't be able to tell. If it was the insurance company's money I'm sure he would have not put up with that, and insisted on all new shingles.
I admit that I don't understand why there so many new roofs being installed. But, I would think that, if you only need a few shingles, the insurance company should say no to a new roof.

Arctic Fox
12-27-2022, 10:07 AM
Farmers. Mine is 19 years old, and they have been reasonable about insuring it so far.

Another vote for Farmers.

Rate went up about 10% this year but still cheaper than the other quotes I got.

jparsoneau@aol.com
12-27-2022, 10:11 AM
I do believe you can get an insurance policy on an older roof but they’re going to charge you an extreme amount for that policy. I would check both roofing quotes and insurance prices. And with your mom being 90 years old, she’s going to need a new roof or you’re going to need to put a new roof on when you sell the place anyways so feel free to check on both but I would just probably go ahead and put the new roof on and be done with it

jdigman
12-27-2022, 10:46 AM
I have read that Farmers will insure older roofs.

MrFlorida
12-27-2022, 10:52 AM
Shop around, some will insure an older roof, but your premium will be higher than with a new roof.

GmaLisaG
12-27-2022, 12:38 PM
FYI it's not just in Florida and just the Villages that claimed for new roofs.. happens other places as well. Hail storms in Georgia and the Carolina's send out the roofers also.

rjnueland
12-28-2022, 07:42 AM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.

You can have the roof inspected and hopefully the roofer says the roof has 5 more years, submit that to her insurance company

OhioBuckeye
12-28-2022, 10:38 AM
Did you ever wonder why they went out of business? The only ones that survive is the biggest ones! You made a good point why couldn’t they survive.

OhioBuckeye
12-28-2022, 11:02 AM
Really sorry to hear this, but this goes to show you that Ins. Co. & Govt. are bound & determine to bankrupt American people so they can get all of America dependent on the them. I did read this in a earlier TOTV.

joelfmi
12-28-2022, 12:15 PM
speech is silver, slience is golden, alot of communities do not have exterior maintenance covered by the community were they repair your roof or replace it after a period or a number of years it is figured into the common charges you pay monthly for this. It seems this community does not have this, so you have to pay with or without insurance. Next time when you buy into a community ask this Question. That is WHY due diligence is very important before you buy into any community.

KAM+6
12-28-2022, 03:08 PM
speech is silver, slience is golden, alot of communities do not have exterior maintenance covered by the community were they repair your roof or replace it after a period or a number of years it is figured into the common charges you pay monthly for this. It seems this community does not have this, so you have to pay with or without insurance. Next time when you buy into a community ask this Question. That is WHY due diligence is very important before you buy into any community.

That is called an HOA. We do not have HOA fees which could cost hundreds per month. I have friends that are paying $675 per month in HOA fees.

Dotneko
12-28-2022, 04:03 PM
speech is silver, slience is golden, alot of communities do not have exterior maintenance covered by the community were they repair your roof or replace it after a period or a number of years it is figured into the common charges you pay monthly for this. It seems this community does not have this, so you have to pay with or without insurance. Next time when you buy into a community ask this Question. That is WHY due diligence is very important before you buy into any community.

I know knocking the Villages is one of your favorite passtimes, but we do not have an HOA, Our monthly fees of $175 or so covers twice weekly garbage pickup, care of the greenery around us, maintenance of golf courses and cart and walking paths. Who would begin to think that small amount would cover a replacement roof???

Badger 2006
12-28-2022, 04:48 PM
speech is silver, slience is golden, alot of communities do not have exterior maintenance covered by the community were they repair your roof or replace it after a period or a number of years it is figured into the common charges you pay monthly for this. It seems this community does not have this, so you have to pay with or without insurance. Next time when you buy into a community ask this Question. That is WHY due diligence is very important before you buy into any community.

So built into your maintenance fees is a number ($$) to replace roofs in your community. You live three for 10 years, then move. Do you loose that roof contribution or does the buyer somehow pay the seller, or association? Please explain how this works.

champion6
12-28-2022, 08:49 PM
So built into your maintenance fees is a number ($$) to replace roofs in your community. You live three for 10 years, then move. Do you loose that roof contribution or does the buyer somehow pay the seller, or association? Please explain how this works.No, nothing is "built into your maintenance fee ... to replace roofs." Each homeowner is responsible for the cost of their own roof and for determining when to replace the existing roof.

keepsake
12-28-2022, 09:16 PM
2021: $2500
2022: $3500
2023: $7500
Since I have no mortgage I have the option to drop windstorm coverage.
Premium $1100
Still have all the liability benefit 500,000
Still have fire, theft, water pipe damage coverages

Whitley
12-29-2022, 02:46 PM
So built into your maintenance fees is a number ($$) to replace roofs in your community. You live three for 10 years, then move. Do you loose that roof contribution or does the buyer somehow pay the seller, or association? Please explain how this works.

Looking at a condo (FS718), roofs, paint and paving are "usually" a Reserve Item. Reserves are not operating budget items. They are kept in a reserve account and can only be spent on those items in the Reserve study. If you live somewhere and pay 14 years into the Reserves for a roof that is replaced the 15th year, you DO NOT get to credit that at the closing.Reserve studies are updated each year, with a physical detailed study done every three years (for condos). The TVI (Total Voting Interest can vote (This will change next year) not to have reserve contributions. This leads to Special Assessments for those items as they need to be changed. Most people would like to make 180 small payments towards the replacement of a 15 year roof, vs one large sum via a Special Assessment. There is a benefit to Special Assessments, many can be write offs when you sell. I keep binders of S.A.'s for all associations I handle and provide the info to the attorney or Accountant when an owner sells.

lindaelane
12-29-2022, 04:29 PM
I had trouble related to a roof.

I called Bradley Blessing State Farm office. 352-307-4471

They were extremely helpful. They answered all questions, helped in advising me, etc. Their rate was better than several other places I checked.

Tell them your situation - about losing coverage due to 15 year old roof, etc. They can advise on whether you must get a new one now. Two years ago, 19 year old roofs was what companies accepted before they raised rates "through the roof" when they were 20 years old.

(I have a new roof now, so I am not sure if companies accept roofs up to 20 years or if 15 is the new limit.")

Papa_lecki
12-29-2022, 06:36 PM
speech is silver, slience is golden, alot of communities do not have exterior maintenance covered by the community were they repair your roof or replace it after a period or a number of years it is figured into the common charges you pay monthly for this. It seems this community does not have this, so you have to pay with or without insurance. Next time when you buy into a community ask this Question. That is WHY due diligence is very important before you buy into any community.

Are you sure you’re posting about the correct community? The Villages in Florida, does not have an association fee (HOA). There is an activity fee.
But I think you knew that.

chrissy2231
12-29-2022, 07:37 PM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.
you need new roof

44Apple
12-29-2022, 08:00 PM
The norm? I just renewed with Progressive this month for $880, and the annual incease was only 6 percent. My roof is 6 years old.

Interesting. Can you share with us which model house you have and square footage.

Pairadocs
12-29-2022, 09:21 PM
It’s a $💸💵💰racket!

You can say that again ! and again ! and again ! Parents home in Michigan sustained terrible winters, heavy, wet snow, ice, for months each year. Same roof for 26 years, chimney sealed TWICE in all that time, and when that was done each time, the local roofer sealed any loose shingle but seldom found more than 4-6 ! Something wrong here for sure !

OrangeBlossomBaby
12-29-2022, 10:07 PM
Didn't they just pass some kind of law against this?

The law uses 15-year old roof as the benchmark. If it's older than 15 years, insurance companies aren't required to insure the home. If it's 15 years or less, they can only refuse to insure the home if there is some ADDITIONAL reason for refusing. The age of the roof can't be the only reason, IF that roof is 15 years old or newer.

As soon as that roof turns 15 years plus one day - all bets are off.

OrangeBlossomBaby
12-29-2022, 10:11 PM
Fully understand that. And a higher separate deductible would not remove that requirement. It would just stop the "Oh, I have some missing shingles. I should get a new free roof so all of the shingles match!"

Case in point - we have a house in our neighborhood that had a small addition put on it. The new shingles don't quite match the rest of the house because the original roof is about five years old. It's perfectly serviceable, and in a couple of years, you won't be able to tell. If it was the insurance company's money I'm sure he would have not put up with that, and insisted on all new shingles.

The new law has within it a provision for that. They no longer have to replace the roof, if it can be patched. They can pay just for a patch job.

Your votes at work, folks.

JMintzer
12-30-2022, 08:32 AM
The norm? I just renewed with Progressive this month for $880, and the annual incease was only 6 percent. My roof is 6 years old.

Interesting. Can you share with us which model house you have and square footage.

Our progressive bill just came as well.

Ours went up from $1200 and change to $1300 and change. It was $1050 the first year.

We have an Aspen model, 1900-2000 sq ft, built in 2016 (or 17), and we bought it as a resale, so our initial cost basis is higher...

bimmertl
12-30-2022, 12:48 PM
Just knowing the type of house and sq footage is a start.

Need to know how much the dwelling coverage limits are and what deductibles are in place on the overall policy and wind coverage section.

Without that information any comparisons are meaningless.

Caymus
12-30-2022, 01:08 PM
CNBC had a segment of the Florida Insurance Market this morning. Some interesting information that not everybody may be aware of.

Access Denied (https://www.cnbc.com/video/2022/12/30/florida-passes-new-law-to-tackle-insurance-fraud-high-premiums.html)

Duppman
01-11-2023, 05:17 PM
My 90 yr. old mother-in-law, who lives a short distance from us received notification that her homeowners insurance will be cancelled due to her roof being almost 15 yrs. old. So the hunt will be on. Are there any insurance companies that would insure a 15 yr. old roof or should I be getting roofing estimates? Thanks for your time.

We had our 12 YO roof inspected today by a reputable company. The inspection showed NO storm damage and should get approximately 5 years of life. The fly by night company was here a few months ago and said we needed a new roof because of storm damage. Buyer beware.

Keefelane66
01-11-2023, 06:05 PM
I posted this yesterday under Homeowner’s Insurance hope it may help someone.

Just had an interesting discussion with friend in Naples Fl. Their Insurance Co is opting it if Florida May 31st. Insurance Agency got them a policy with Edison Insurance Company premium almost $2000 than current policy , home is pored concrete, tile roof tile 13 years with pool.
I referred them to my Agency in Clermont who also provided a policy with Edison Insurance Apples to Apples, there was a QUOTE almost $1500 less than the Naples Agency.
Moral of story your Insurance Agency is not your pal or best friend it PAYS TO SHOP AROUND.
The Insurance Agency in Clermont is Southern Insurance Group 352) 243-9000
I do not receive compensation or incentives

MX rider
01-12-2023, 07:27 AM
We bought a place last March that was built in 09. Called a few of the big insurance companies, all told us our roof was too old to insure. We were referred to HH Insurance in St Pete. They're a broker, they deal with over 40 companies. They got us a good rate at a fair price.

The insurance company we chose sent out an inspector at their expense to verify our house/roof was in good shape. We passed just fine.
I called them last week to ask about a rate increase I suspected was coming in March when we renew. And they confirmed I'll probably see 10 to 15%. They told me at that point they will shop other companies just to make sure I'm getting the best deal.

retiredguy123
01-12-2023, 07:56 AM
I posted this yesterday under Homeowner’s Insurance hope it may help someone.

Just had an interesting discussion with friend in Naples Fl. Their Insurance Co is opting it if Florida May 31st. Insurance Agency got them a policy with Edison Insurance Company premium almost $2000 than current policy , home is pored concrete, tile roof tile 13 years with pool.
I referred them to my Agency in Clermont who also provided a policy with Edison Insurance Apples to Apples, there was a QUOTE almost $1500 less than the Naples Agency.
Moral of story your Insurance Agency is not your pal or best friend it PAYS TO SHOP AROUND.
The Insurance Agency in Clermont is Southern Insurance Group 352) 243-9000
I do not receive compensation or incentives
The term insurance "agent" is a misnomer. An actual agent for a company has the power to commit the company to a contract and to make decisions. Most insurance agents are merely salespeople who collect customer information and plug it into a company computer program to determine the policy cost. They have no power to change the policy cost.

In this case, it sounds like one of the agents selling the Edison policies may have made a mistake and calculated the wrong cost for the policy. I had that happen once, and the company cancelled my policy within 2 days after receiving a signed insurance binder from a so-called agent. Last year, when I switched my auto insurance from Allstate to State Farm, my very experienced Allstate agent told me that he couldn't do anything to reduce the Allstate policy premium that had just increased by 35 percent, even though I had been a customer for 27 years.