Fairfield, CA– A California couple recently faced an unexpected challenge when their home insurance provider dropped their policy over what appeared to be “moss” on their roof—but it turned out to be their solar panels.
Janice and Anthony Coleman, residents of Fairfield in the Bay Area, were informed by Liberty Mutual that their home insurance policy would not be renewed beyond September 5, 2024. The insurer cited “property condition” concerns, pointing specifically to algae, mildew, mold, or moss on the roof, which they claimed threatened the roof’s structural integrity.
Liberty Mutual included a satellite image in the notice, leading to the Colemans’ surprise. The couple, who had been loyal customers for 20 years, realized the insurer had mistaken their solar panels for moss. “I couldn’t even tell from the photo what area they meant,” Janice Coleman told CBS 13, noting that the three black rectangular shapes on the roof were indeed solar panels.
“This isn’t how you treat loyal customers of two decades,” Janice added, voicing her frustration.
When contacted by CBS, Liberty Mutual declined to comment on individual underwriting decisions. However, Anthony Coleman believes the cancellation was motivated by the insurer’s goal to cut costs. “They’re likely using technology to offload properties across California, just as they did with us,” he said.
Though the Colemans were able to find a new insurer, it came at a higher premium.
Insurance broker Karl Susman, who has 30 years of experience, commented on the situation, saying insurers should give clients the opportunity to address any issues and to clarify potential misunderstandings. The Colemans even hired a professional roofer to validate their roof’s good condition, but Liberty Mutual maintained its stance.
“If insurers don’t have legitimate reasons, the Department of Insurance may hold them accountable,” Susman explained to CBS 13. He further highlighted that California insurance companies are increasingly looking for ways to reduce customer coverage due to the financial challenges in the state’s insurance market.
A review by the San Francisco Chronicle reported that more than 100,000 Californians had lost home insurance from the state’s largest providers between 2019 and 2024. In response, California passed a 2018 law implementing a one-year moratorium to prevent insurers from canceling policies of homeowners impacted by wildfires, providing some protection to residents.
For California homeowners, situations like the Colemans’ underscore the importance of staying informed about their rights and the recourse options available when dealing with non-renewal notices.
