CHICAGO — Allstate Corp. said it will remove from its advertising an image of a Sandy-ravaged home whose Staten Island, N.Y., owners have expressed unhappiness over their claims payment from the Northbrook, Ill.-based insurer.

The Traina family was offered $10,000 for damages to the place they’ve called home for 43 years, the couple told the New York Post last week. Then the home was used in an Allstate advertisement about how it takes care of its policyholders.

“We have continued to reach out to the Trainas to discuss their concerns and are committed to resolving the matter in accordance with the policy they purchased from our company,” Allstate spokeswoman Laura Strykowski told the Chicago Tribune on Monday.

Much will hinge on whether the damage was caused by wind or water.

Traditional homeowners’ policies don’t cover losses from flooding. For that, homeowners may buy coverage from the U.S. government’s National Flood Insurance Program.

“It is our understanding that the Trainas chose to drop their flood insurance policy before Sandy struck,” Strykowski said.

The Trainas, who heeded evacuation warnings, told the Post that neighbors who stayed behind told them that wind gusts tore off their roof and toppled walls before the area was flooded.