Gwinnett County — Homeowners and public adjusters told the House Insurance Rate Study Committee that delays, repeated adjuster reassignments and narrow interpretations of policy language are driving legitimate claims toward litigation and financial hardship.

Homeowner Ellie Nelson described a February loss in which a fallen tree nearly struck her child and thenable disagreements over scope, multiple rotating adjusters, and repeated estimate revisions. Nelson said her family paid more than $100,000 out of pocket to protect the home while the insurer delayed, and she has opened litigation to recover unpaid amounts. “After seven years of paying our policy in full, the insurance company has not paid even half of what it owes us but has proceeded to increase our annual premium,” she told the committee.

Public adjuster Chris Heitkamp added that the claims process is asymmetric, with carriers controlling investigations, experts and the pace of payment while homeowners lack comparable resources. Heitkamp described frequent reassignments of adjusters that overturn prior on‑site findings and force homeowners to pursue appraisal or litigation to obtain fair value.

Collision repair owners and auto appraisers also urged change. Jordan Wooten described limitations in Georgia law that make appraisal a workable remedy for first‑party property claims but leave third‑party claimants with fewer non‑litigation options. Wooten and repair shop owner Frankie Johnson proposed a state‑mandated, enforceable appraisal clause that would require insurers to participate and enable the Department of Insurance to petition a magistrate or a court to appoint a neutral umpire when appraisers cannot agree.

Asked what reforms would help, witnesses suggested several legislative options: a 90‑day deadline for claim resolution barring extraordinary circumstances; stronger DOI authority and public reporting on adjuster performance and claim timelines; mandatory written explanations tied to policy provisions when coverage is reduced or denied; appraisal rights that address both scope and value; and a state claim‑tracking portal for transparency.

What’s next: Committee staff requested proposed statutory language and related materials. Witnesses said they would submit handouts and case examples for the committee’s report.