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**★★★★★ — Christopher LaFaso and Cumberland Mutual Were Absolutely Invaluable**
I cannot say enough good things about Christopher LaFaso and Cumberland Mutual Insurance.
When one of the three water heaters in my home ruptured and flooded my basement, I found myself dealing with an extremely stressful and expensive situation. Thankfully, I had Cumberland Mutual and, more specifically, Christopher LaFaso helping me through it.
Chris was absolutely instrumental in helping me navigate the insurance claim, understand what needed to be done, and get the necessary work approved and completed. But what makes me especially grateful is that he also helped protect me from what was an attempt to take advantage of me financially by Roto-Rooter.
When I casually mentioned to Chris that I had Roto-Rooter coming to my home to handle the water mitigation, his reaction was immediate and emphatic. He warned me not to let them proceed, not to allow them to touch anything else, and not to sign anything further. He shared serious concerns about their unscrupulous business practices and warned me about the kinds of problems I might encounter. Specifically he warned me about their tactic of crafting an insane charge that would never be paid by any insurer, and then hold the homeowner responible for the bill.
Unfortunately, I had already allowed them into my home. But thankfully, I listened to Chris and immediately stopped their involvement.
And I am so glad I did.
Roto-Rooter subsequently presented me with an invoice for **$12,007.33**, which I have disputed because the substantial mitigation services they billed for were not performed. Among the issues were charges involving equipment that was never even connected to power or operated, along with other services that were not completed.
To make matters worse, they have continued pursuing payment, including threats involving a possible lien against my property.
Meanwhile, through Cumberland Mutual, we engaged a certified water mitigation contractor who actually completed the necessary work for approximately **$3,500**.
Think about that. The company that actually performed the work charged less than $3,500, while the company whose charges I am disputing is attempting to collect more than $12,000.
Chris's warnings proved extraordinarily valuable. He also took my concerns seriously enough to refer the matter to Cumberland Mutual's Special Investigations Unit.
I cannot begin to imagine how much worse this situation might have become had I not had someone as knowledgeable, attentive, and genuinely concerned about my well-being as Chris looking out for me.
And beyond that dispute, Cumberland Mutual has been outstanding throughout this entire process. The claim has involved significant damage and the replacement of major mechanical equipment, including water heaters and boilers. Chris has been there to help me navigate the decisions, approvals, and restoration process.
We're still working through the final aspects of everything, but my basement has been taken care of, the major equipment has been replaced, and an incredibly stressful situation has become manageable because of the support I've received.
Insurance is one of those things we pay for hoping we'll never need it. And when we finally do need it, that's when we discover what kind of company we're actually dealing with.
**Cumberland Mutual has shown me exactly what an insurance company should be.**
And Christopher LaFaso has demonstrated something even more valuable: genuine concern, integrity, professionalism, and a willingness to go beyond simply processing a claim to actually protecting the person he's serving.
I am profoundly grateful.
Thank you, Chris. And thank you, Cumberland Mutual.
**Five stars without hesitation.**
Ed Bedsworth
November 5, 2026
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Friendly, Efficient, what you hope to find in a customer service rep.
carolyn crist
November 4, 2026
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I spoke with Chelsea and she was spot on.She solved the problem quickly and even offered alternative solutions.She was very friendly and knowledgeable.
Cora Schiers
November 3, 2026
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Jen was not only professional but also extremely knowledgeable and helpful. Thanks Jen!
Rick Stefenack
October 29, 2026
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Karen was a pleasure to talk to , she helped me with everything I needed and explained everything plainly. I am very pleased with the service I received!
Tom Helsel
October 29, 2026
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I had an issue being unable to log in to make a payment. Jen was very helpful in guiding me through the issue. Apparently there is an ongoing problem with paymentus, the payment portal and Jen was able to assist me in making a payment. She was very responsive to my problem and a delight to work with.
Susan Bolinger
October 28, 2026
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Jen was excellent in helping me. She was friendly and courteous in solving my issue.
Tony
October 23, 2026
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My personal, experience over 16 years with Cumberland Mutual has been excellent.they’re very Professional when you speak with them on the phone. When you call for support, your hold time is at very minimum.I do recommend them to other businesses as well.
Denise Phillips
October 21, 2026
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