Insurance Experts Explain Direct Repair Programs After Local Homeowner Faces Issues

JACKSONVILLE, Fla. – Insurance experts are shedding light on Direct Repair Programs (DRPs), also known as Managed Repair Programs (MRPs), after a Jacksonville homeowner said she’s been left to pay out of pocket for unfinished repairs following a water leak in her home.

The programs are partnerships between insurance companies and a network of preferred contractors. While they can streamline the repair process, consumer advocates and insurance professionals say homeowners need to understand what they’re agreeing to – and what their policy dose and does not cover.

Disputes After Water Damage

News4JAX consumer investigator Tiffany Salameh first reported on Aubrey Coyle, who experienced a water leak in her home and turned to her insurance company for help. Through the company’s MRP, contractors were dispatched and the work was said to have passed environmental inspections.

But an autonomous inspector hired by Coyle found otherwise.

“So as far as what they have done, they have done an incomplete mold remediation at this point,” the inspector said.

Coyle said she’s now paying for housing out of pocket and has hired an attorney, citing months of delays and disputes with the insurance company over completing the job.

Her insurer told News4JAX it is working with Coyle, her attorney, and her public adjuster to resolve the matter, but could not comment further.

What to Know About MRPs and DRPs

Insurance agents advise policyholders not to go through DRPs blindly. Matt Carlucci Jr., an agent with Brightway Insurance, said it’s critical for homeowners to