TAMPA, Fla. (WFLA) — Over a year and a half since a Better Call Behnken investigation uncovered inflated windshield claims amounting to more than $14,000 for a Manatee County resident, she is still facing repercussions.
Now, she’s been denied auto coverage due to the phony claims showing up on her insurance claims report.
Colleen Hernandez initially reached out to 8 On Your Side Consumer Investigator Shannon Behnken in early 2024. She learned that three separate windshield claims had been filed with her previous insurance provider, summing up to an astonishing $14,393, despite requesting just one windshield — and not even from the company that billed her.
Hernandez said she discovered this only after she was quoted inflated premiums and learned that, on paper, she and her husband were a big risk.
At the time, Behnken reached out to the former insurance company, who promised to investigative and help clear her record.
“I disputed it with the insurance company,” Hernandez said. “And also with LexisNexis. And I thought that it was just taken care of.”
Fast-forward to the present, Hernandez is attempting to add a teenage driver to her policy and is searching for the best rate. She and her husband aimed to bundle with Progressive for a lower rate since they already utilize the company for homeowner’s insurance.
They were flat-out denied.
An email from Progressive stated, “We are unable to offer you a policy at this time due to multiple claims in your recent claim history,” as reported by Hernandez.
“Our monthly insurance would cost $520 a month, as opposed to $600 to $700 a month,” she explained. “So we proceeded to the payment process, only to be informed that our application was declined due to excessive comprehensive claims.”
Hernandez said there is one legitimate claim on her report, plus the three glass claims for more than $14,000.
She mentioned she once again contacted LexisNexis, which maintains a claims history database used by insurers to determine rates, and filed a new dispute.
“I want this off my record, and I want to be able to shop around for insurance at a fair rate and not be declined,” she said. “And again, at a fair rate, because as an American family, we’re trying to, you know, save our dollars.”
Behnken reached out to Lexis Nexis about what consumers can do to verify their information is correct in their reports. A spokesperson sent this:
LexisNexis Risk Solutions utilizes various channels for consumers to request a copy of their LexisNexis Consumer Disclosure Report and to dispute any data on that report. Communication channels offered to consumers include live agents, an interactive voice response system, email, mail and a dedicated consumer portal,
