Homeowner stiffed with $20K bill after insurance company secretly inspected roof by drone — says there’s nothing wrong with it

State Farm may claim to be a “good neighbor,” but one California homeowner claims the insurer is acting more like a sneaky one. 

Linda Bennett, who has lived in her Santa Ana home since 1993, said she was stunned when she received a notice warning that her roof needed to be replaced or she risked losing her coverage. The project is estimated to cost roughly $20,000.

“My initial thought was it’s a mistake. They’ve got the wrong house because there’s nothing wrong with my roof,” Bennett told ABC7 Eyewitness News.

What made the situation even more puzzling, Bennett alleged, was that no inspector ever visited the property or climbed onto the roof. Instead, she believes the company evaluated the structure remotely, likely through aerial imagery or drone technology.

Her experience reflects a growing trend in the insurance industry, in which carriers are increasingly turning to high-tech tools to evaluate homes from above. Drones, satellite images and artificial intelligence are now being used to analyze roofs and other exterior features as companies decide whether to renew policies.

The notice from State Farm stated that the roof must be replaced using approved materials. Bennett insists the demand makes little sense, saying she has had no leaks or signs of damage.

“There’s no water damage to my house, inside or out. My roof has not leaked at all,” she said.

“A lot of the technology is being sold to insurers with this promise, that if you use our tool, if you use our drone images, you’re going to do a better job at picking the good risks and getting rid of the bad risks. That’s what insurers are doing,” Amy Bach, with consumer advocacy group United Policyholders, told the outlet.

But Bach cautioned that the systems are far from perfect.

“We’re still finding some situations where the drone and the AI makes a conclusion that’s wrong about what it sees,” she said.

Bennett said the process left her feeling uneasy, particularly because she had no idea the review was happening.

Insurance experts say the use of aerial monitoring is expanding rapidly as companies search for ways to reduce exposure to costly claims, especially after destructive wildfires and other disasters in California.

Consumer advocates argue the technology can sometimes lead insurers to overreact to data that may not accurately reflect a home’s condition.

“We’re seeing an overreaction by insurance companies to data that they’re now getting through new technology,” Bach said. “We’re seeing them drop homes that they’ve been insuring for decades — and nothing’s changed on the homeowner’s part.”

State Farm said aerial imagery is one of several tools it may use when reviewing a property.

“To assess roof condition, we may use a mix of tools, including aerial images (from manned fixed-wing aircraft or satellites) and, in some cases, an on-site inspection,” the company said in a statement.

The insurer added that homeowners who believe an evaluation is incorrect should reach out to their agent with documentation.

“If customers believe a review doesn’t match the roof’s current condition, or repairs have already been completed, customers should contact their local State Farm agent. Recent photos, a roofing invoice, or an inspection report are helpful in these conversations.”

For Bennett, however, the clock is ticking. She has until May 1 to resolve the issue, and says she has struggled to find another insurer willing to cover her home.

“You have to decide what kind of roof you want, this or that, or what’s in compliance with them,” she said. “As they say, they need certain kind of paperwork. Just kind of stuck.”