May 2016 – Signed up with GMX Homeowners Insurance through Novamar Insurance Mexico.
May 2017 – Renewed GMX policy through Novamar Insurance Mexico.
September 5, 2017 – Novamar informed us via email that they were transferring all their clients to Riviera Maya Insurance.
October 10, 2017 – We called GMX Seguros, regarding water damage in our condo. We explained the situation, and a customer service representative indicated that they would pass our information to an insurance adjuster.
October 11, 2017 – We received a call from our insurance adjuster, Mr. Vicente Centeno. On this call, we exchanged cell phone numbers so that we could communicate via WhatsApp and email addresses so that we could electronically send any requested documents. We also scheduled a home visit with him so that he could take photos of the damage and assess the situation. At this appointment, he requested that we have our insurance policy available for review.
October 12, 2017 – Mr. Vicente Centeno came to our home, he walked through our entire condo to assess any damage, took photos as proof of the water damage, reviewed our insurance policy, and explained that this type of damage will be covered by our policy. Mr. Centeno also provided a list of documents he asked us to email him.
October 19, 2017 – We contacted Monica Toledo, our point of contact at Riviera Maya Insurance, via email, and asked her if she had a list of contractors that could repair our water damage in our condo.
October 20, 2017 – We received a email response from Monica Toledo apologizing that she could not give us a list of any contractors. She did say that she could support us regarding anything related to our policy.
October 24, 2017 - we emailed the requested documents to Mr. Centeno.
The documents are listed below:
1. Proof of residency – we provided a current CFE bill
2. Proof of personal identification – I provided copy of my permanent residency card
3. Claim letter to GMX – Mr. Centeno completed this during the October 12, 2017 visit and provided us with a copy.
4. Proof of communication with neighbors – we provided a copy of a letter we sent to the neighbors (via email) telling them about the water damage to our condo from their recent water leak.
5. WhatsApp message to neighbors – we provided a copy of the WhatsApp message we sent to the other owners about the leak.
6. Repair quote – we also provided a quote from our contractor, Mr. Raul Mora to repair the water damage.
October 24, 2017 – After we emailed our above documents, we also sent a WhatsApp letting him know that the requested documents had been emailed.
October 24, 2017 – received a WhatsApp response from Mr. Centeno that he would make his report o GMX requesting the claim authorization. He further indicated that he hoped to receive a response by the next week.
January 29, 2018 – after waiting for over three months, we sent another email to Mr. Centeno and our Rivera Maya Insurance agent, Monica Toledo. This email requested an update on the status of our claim.
February 1, 2018 – we had not heard back from Mr. Centeno or Ms. Toledo. At this point, we sent another WhatsApp message to Mr. Centeno asking for the status of our claim.
February 2, 2018 – we received an email from Mr. Centeno indicating that he was deeply sorry, but he had been out of the office due to health issues. He further explained that the person he had left in charge of his cases did not give the necessary follow-up. He said that now that he was back in the office, he had already sent the claim to the insurance company for authorization, and hoped by the end of the following week, he would have an answer.
February 12, 2018 – we sent an email to Mr. Centeno asking again what the status of our insurance claim was. We also indicated that this was urgent since we had our contractor scheduled to begin repairs the following Monday.
February 15, 2018 – we sent a WhatsApp to Mr. Centeno reminding him that his email on February 2, 2018 said that we would have resolution by February 9, 2018. We also reminded him that we had sent an email on February 12, 2018 asking for a status update. We explained to him that if we had not received a reply, we would be filing a complaint with PROFECO against him and GMX.
February 15, 2018 (within the hour) – Mr. Centeno responded and indicated that he had sent the claim and asked us to give them the opportunity to review our claim. He also said he would send us the determination of loss so that we could see the indemnity amount that he was requesting.
February 15, 2018 – we responded to him WhatsApp with our own WhatsApp asking for clarification and when to expect to hear from the insurance company. We reminded him of the scheduled contractors that was coming on Monday, February 19, 2018, and expected our claim to be paid promptly.
February 16, 2018 – we sent another WhatsApp letting Mr. Centeno know that we are very disappointed in his lack of response, and we would move forward with our formal complaint against him and GMX with PROFECO if our insurance claim was not resolved by Friday, February 23, 2018.
February 26, 2018 – went to PROFECO in Playa del Carmen to discuss our situation and determine if they could assist us. The representative explained that PROFECO focuses primarily on consumer complaints regarding products. They further directed us to another agency (called CONDUSEF) that deals with insurance complaints. We decided to contact our insurance company one last time for a status update. If no satisfactory resolution, we will follow up with CONDUSEF: Comision Nacional para la Proteccion y Defensa de los Usuarios de Servicios Financieros
February 27, 2018 – called GMX inquired into status of our claim. We were forwarded to our adjuster, Mr. Centeno. After a brief discussion, he explained that he would research the status of our claim and send us a follow up email. Later that day, we received an email from Mr. Centeno indicated that the claim was at GMX ‘s supervisors desk for authorization, and that he would have our loss agreement within the next two days.
This issue has been resolved with the threat of filing a formal complaint with PROFECO and CONDUSEF. As you can see from our above post, this was a very negative experience for us, with very poor customer service or support. We have since cancelled our insurance policy, never to renew with them again.
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