EDIT: Tower Hill reached out to me following this review and apologized for my experience. They said they are working to correct the issue(s) and asked if they could do anything else for me. I have changed my rating to 4 stars and would recommend them going forward. Only not giving 5 stars because of the initial frustration I endured.

As a new homeowner, I never imagined I'd have to file a claim 8 months after moving in. But, I did purchase a 50+ year old home, so I can't say I was that surprised. We had water damage due to a blockage in the laundry pipe that caused overflow. When the plumbing company made it over, they helped me start my claim, and I was assigned an adjuster by the name of Shrell Daley. I called her multiple times and got her voicemail, left messages, and received no calls back until she called to give me the news that Tower Hill would be "offering no payment at this time" due to not extending coverage to the laundry closet because the damage there looked "long term." I questioned what she said and received zero additional details or information, but after pressing over and over again, she eventually said that I would receive a call from her supervisor within 48 hours. I received this call from Jennifer Smith the next day, who ended up helping me get my claim approved. I appreciate the service I received from her. There are a lot of things about insurance I don't understand, and didn't know my policy details. I asked Shrell to explain things to me and to call me several times, and she blatantly ignored my requests and shut down every question I tried to ask. She became argumentative every time I asked for details or tried to counter what she said. I've never dealt with such a level of unprofessionalism, unresponsiveness, lack of knowledge and apathy. She really gives Tower Hill a bad name.

I did end up getting the maximum payment thanks to Jennifer's help, but I wouldn't necessarily recommend Tower Hill after this experience. I'll be switching in a few months anyway due to them no longer covering my area. If I were anyone in charge there, I would let go Shrell Daley before anyone else has to go through what I did. I don't like being "that person," but I had to be in this instance.

I'm really glad I'm not in insurance.

Aubrey was amazing throughout the whole process! Her customer service was impeccable!!!