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6 Investigates: TWIA process leaves Portland homeowner feeling shorted, slighted.

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PORTLAND -

Ann Thorn's Portland home suffered serious damage during Hurricane Harvey.

The pool, the fence, the roof - all need repairs or replacement.

But Thorn insists Harvey did more than just damage the exterior.  She says Harvey's winds were enough to shift the house on the foundation.

Repair costs are in the tens of thousands of dollars and yet, the Texas Windstorm Insurance Association says they'll only pay about $8,191.

"It's not $8,191," Thorn tells 6 Investigates.

TWIA's Jennifer Armstrong says any policyholder who feels shorted by TWIA should contact them with supporting documentation.
After all, costs tend to go up after a big storm, so TWIA's estimating software may come in below market, when it comes to actual costs and markup.

"If you get additional information that it's going to cost more, absolutely, let us know. We want the information. But, if you don't let us know that there's a problem, we can't fix it," Armstrong says.

Typically, policyholders have two options if they think TWIA has low-balled, or made a mistake on, a claim: They can demand a new appraisal for the part of the claim TWIA has accepted.  Or, they can sue TWIA to pay for the part of the claim that TWIA denied.

And that's where things get complicated - and confusing - for Thorn. That's because, while TWA's claim acceptance letter specifically discusses some damages, it leaves out the foundation claim, altogether.

And, when Thorn called TWIA, the representative said, "The foundation's just settling." 

But, she says the house isn't settling. And, she has the inspections to prove it.

"If it's settlement, it's 16 years of settlement that happened in two-and-a-half days," she says.

Here's the full story:

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