Frozen Radiators Jonathan Waters asked 3 weeks ago
Frozen Radiators

Last January, I installed a new boiler in my house. I then went away for a couple of weeks, and during that time the boiler failed. As a result, all of the pipes and radiators in the house froze and ultimately burst, flooding the house and causing damage throughout.

I reported the damage to my insurer, USAA, on February 23. USAA hired a contractor from their list of certified renovators to repair the damage. Over the past 12 months, the insurer has been providing me with a housing replacement stipend. However, from what I can tell, the contractor has done nothing.

Now, according to the insurance company, the housing replacement stipend only covered 12 months of housing replacement. As a result, I now have no house and no stipend, and the contractor hired by the insurance company has still not ordered the new radiators. I am now being told it will take another 30 weeks.

I feel like I have no control over this situation. Do I have any rights in this situation to at least maintain the housing replacement stipend?

1 Answers
Brian Evans Brian Evans Expert answered 3 weeks ago
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Hi Jonathan,

I’m sorry you’re dealing with this—being displaced this long with little progress is incredibly frustrating.

Most policies cover housing (Additional Living Expenses/Loss of Use) for the reasonable time it takes to complete repairs. When delays are outside your control—especially involving a contractor recommended by your insurer—you have a strong basis to request an extension of those benefits.

Here are practical next steps:

Put your request in writing to USAA: Ask for an extension of your housing benefits based on ongoing delays and the fact that your home is still not livable. Request a written explanation if they deny your request.

Escalate the claim: Ask for a supervisor or claims manager review and clearly outline the lack of progress over the past year.

File a complaint with the Pennsylvania Department of Insurance: This is a free and often effective way to prompt a more thorough review of a stalled claim.

Document everything: Keep a clear timeline of communications, delays, and work (or lack of work).

Address the contractor issue directly: Notify the contractor in writing about the delays and request a clear timeline for completion. If delays continue, you can ask them to place their liability insurer on notice, as you may have a claim for damages caused by their lack of performance.

You are not required to stay with a non-performing contractor; you can also ask USAA to approve a different contractor or obtain independent estimates.

If delays continue or you’re incurring out-of-pocket costs, consulting with an attorney may be appropriate—but many situations improve with escalation and regulatory involvement first.

For more guidance, visit UP’s website:

https://uphelp.org/claim-guidance-publications/

https://uphelp.org/claim-guidance-publications/delays/

Best, Brian