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Martin, I'm sorry to hear this. Can you send your policy number and contact information to [email protected] so that I can look into this for you? Thank you. --Paige

Thank you for sending the complaint filed by Ms. ***, which we received on February 11,2019. We understand that she would like a detailed explanation surrounding the change in the roofcoverage. We appreciate the opportunity to respond.We have changed the roof coverage we offer for windstorm and hail losses. Based on the age of the roof,the windstorm and hail roof coverage for the policy renewal beginning August 11, 2018, was Actual CashValue.On June 28, 2018, we mailed the August 11, 2018, to August 11, 2019, renewal offer to Ms..Included in the renewal package was a notice of policy change. The notice states, “How We DetermineSettlement of Roof Losses Has Changed. We understand that protecting your property may be one of yourtop priorities. We want to make you aware of an important change to your policy. Due to the age of yourroof, the Actual Cash Value Settlement for Windstorm or Hail Losses to Roof Surface Endorsement hasbeen added to your policy. This endorsement is automatically added to policies when the age of the roofreaches a certain threshold. Simply put, Actual Cash Value means that, in the event of a covered loss, theamount we pay you may be reduced because of your roof’s wear and tear, deterioration or obsolescence.For a more complete definition, see the endorsement. We have adjusted your premium accordingly;please see your declaration page for details.”The notice also states, “for an additional cost, you may be able to upgrade to replacement cost coveragefor these losses.”The declaration page included in the renewal offer also indicated that the windstorm and hail roofcoverage is Actual Cash Value.Our policy booklet, which outlines our coverage agreement with Ms., states “We agree with you,in return for your premium payment, to provide insurance subject to all the terms of this policy. Thecoverages provided, the limits of our liability and the premiums are shown in the declarations of thispolicy.”On September 11, 2018, we received payment for the renewal policy, which is acceptance of our renewaloffer.We did not receive a request from Ms. to upgrade her coverage prior to her loss occurring,therefore replacement cost coverage will not extend to this loss, we respectfully maintain that we properlynotified Ms. of the coverage provided under her home policy.If you have any questions about this information, you may contact me at , Option *.

Thank you for sending the complaint filed by Mr. ***, which we received on February 8,2019. We understand that he disagrees with our determination of liability. We appreciate the opportunityto respond.Mr.’s daughter, ***, was involved in an accident with our insured driver onDecember 16, 2018. Our investigation included obtaining statements from both drivers. Ms.stated that she was traveling on *** Street, which has one lane in each direction. She explained that shewas looking straight ahead, traveling in her lane when our insured driver merged into her lane and struckher vehicle. She advised she did not see our insured’s vehicle prior to impact. The point of impact to hervehicle was the right side of the front bumper and the fender. The point of impact to our insured’s vehiclewas to the left side rear door and quarter panel.Our insured driver stated that she was traveling on 175th Street. She was traveling in the right lane andwas going to switch lanes to the left. Ms. was traveling in the left lane. Our insured merged intothe left lane, as the right lane was ending, and struck Ms.’s vehicle in the right fender area withthe left quarter panel area of her vehicle.We have accepted 80% liability for the accident based on our insured driver making an unsafe lanechange; however, the representative did determine that Ms. was 20% liable for the loss due toher failure to see our insured’s vehicle moving into her lane as the point of impact to the vehiclesindicates that she should have seen our vehicle.We received an estimate in the amount of $1,847.07 for the damages to Ms.’s vehicle and wehave issued a payment for 80% of this amount or $1,477.65 on February 7, 2019.We trust we have addressed all the concerns, but if you have any questions about this information, youmay contact me at , Ext. ***.

We have completed our investigation, and as no new evidence has been presented, we stand by our decision.

Scott, I'm sorry to hear your experience with us was not a positive one. I'd like to look into this. Can you send your quote or policy number and contact information to [email protected]? Thank you. ---Paige

Joe, I'm sorry to hear this. I'd like to look into this for you. Can you send your policy number and contact information to [email protected]? Thank you---Paige

Francis, I would like to look into this for you. Can you send your quote number and contact information to [email protected]? Thank you--Paige

Richard, I would like to look into this for you. Can you send your policy number and contact information to [email protected]? Thank you--Paige

Jennifer, I'd like to look into this. Can you send your policy number and contact information to [email protected]? Thank you---Paige

Joy, I'd like to look into this. Can you send your claim number and contact information to [email protected]? Thank you. --Paige

I'm so sorry your recent experience with us was not a positive one. I'd like to look into your situation. Can you send your policy number and contact information to [email protected]? Thank you. --Paige

Jennifer, I'd like to look into this for you. Can you send your policy number and contact information to [email protected]? Thank you. ---Paige

Dear Ms.:Thank you for sending the complaint filed by Ms. ***, which we received on November28, 2018. We understand that she would like a more detailed explanation of why the policy was canceled.We appreciate the opportunity to address her concerns.• On September 1, 2018, we mailed the renewal offer to Ms., which included policydocuments and a billing notice (that indicated $873 would be charged to the Visa credit cardending in 3543), on November 6, 2018.• On November 5, 2018, Ms. changed the coverage on the 2006 Nissan Murano whichresulted in a premium decrease. We advised Ms. that the original renewal amount of$873 would be withdrawn and then once that charge has cleared, she would receive a refund inthe amount of $175.30. We did not receive a request to change the credit card on file.• On November 6, 2018, we attempted to charge $873 to the Visa ending in 3543. The charge wasdeclined.• On November 6, 2018, we mailed a notice of pending cancellation to the address on file for Ms., explaining that we would need payment in the amount of $699.50 by 12:01 a.m. onNovember 21, 2018.• On November 7, 2018, an automated call was made requesting that Ms. contact usregarding her policy.• We did not receive payment, so the policy canceled for nonpayment at 12:01 a.m. on November21, 2018.• On November 27, 2018, we mailed a notice of cancellation, explaining that the policy canceledon November 21, 2018, for nonpayment of premium. We also mailed an outstanding balancenotification indicating that $57.96 was owed.• On November 27, 2018, Ms. contacted us to request policy reinstatement. We deniedthe request because there was a lapse in coverage and break in the contract when the policycanceled for nonpayment of premium.We understand this is not the outcome Ms. would like; however, after our review of the factsof the matter, we respectfully maintain our decision to not reinstate the policy.If you have any questions about this information, you may contact me at , Option *.Sincerely,***
***Compliance Complaint AnalystIDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance

Dear Ms.:Thank you for sending the complaint filed by Mr. ***, which we received on November 21,2018. We understand that he would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address his concerns.On June 13, 2018, we mailed the renewal offer to Mr., which included policy documents and abilling notice (that indicated $259.12 would be charged to the Visa credit card ending in 2405, expiringSeptember 2018), on July 26, 2018. The billing notice also stated “If this is your renewal, the 6-monthpremium will be billed in five equal installments. The first installment will be charged/withdrawn on yourrenewal date.”Monthly installments were successfully charged on July 26, August 26 and September 26.On October 26, 2018, we attempted to charge $259.13 to the Visa ending in 2405. The charge wasdeclined.On October 26, 2018, we mailed a notice of pending cancellation to the address on file for Mr.,explaining that we would need payment in the amount of $598.66 by 12:01 a.m. on November 10, 2018.We did not receive payment, so the policy canceled for nonpayment at 12:01 a.m. on November 10, 2018.On November 16, 2018, we mailed a notice of cancellation, explaining that the policy canceled onNovember 10, 2018, for nonpayment of premium.On November 19, 2018, Mr. contacted our Policyholder Services department to request policyreinstatement. We denied the request because there was a lapse in coverage and break in the contractwhen the policy canceled for nonpayment of premium.Upon review, we agreed to offer reinstatement of Mr.’s policy.On November 21, 2018, we contacted Mr. and reinstated the policy effective November 10,2018.If you have any questions about this information, you may contact me at , Option *.

Thank you for sharing your feedback with us. We apologize that you found out you were ineligible for coverage after you had already spent so much time filling out our online form. We are currently revising the online form so that information that deems you ineligible will be requested much earlier in the process--that way, situations like yours won't happen again.

Zoe, I'd like to look into this for you. Can you send your claim number and contact information to ***@***? Thank you! --Paige

Dear Ms.:Thank you for sending the complaint filed by Mr. ***, which we received on October 25,2018. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.Mr. suffered water damage at his home, specifically in the kitchen. We inspected the damageand wrote an estimate to repair in the amount of $25,804.86 less recoverable depreciation of $8,982.68less the $1,000 policy deductible. Therefore, we paid the insureds $15,822.18 on July 25, 2018. OnAugust 15, 2018 we received a call from ***, also a named insured on the policy, stating manyitems were not included in the repair estimate. We agreed to arrange for a second inspection of thedamage to the home for the purpose of providing a comparable bid.Nexxus Solutions, *** Restoration, conducted the second inspection and submitted their estimate inthe amount of $41,766.37, therefore, on September 4, 2018 we sent our insureds an additional payment of$15,961.51.The insureds called on October 12, 2018 to say they do not agree with the estimate of ***Restoration and it is their opinion that items were underestimated. We explained that we have inspectedthe damage on two occasions and are confident that we have correctly appraised the damage. In addition,we provided the insureds with the Appraisal Clause language in their policy which explains their rightsand steps to take to resolve differences such as this. The policy says the following:AppraisalIf you and we fail to agree on the actual cash value or amount of loss, eitherparty may make written demand for an appraisal. Each party will select anappraiser and notify the other of the appraiser's identity within 20 days afterthe demand is received. The appraisers will select a competent and impartialumpire. If the appraisers are unable to agree upon an umpire within 15 days,you or we can ask a judge of a court of record in the state where the residencepremises is located to select an umpire.The appraisers shall then appraise the loss, stating separately the actual cashvalue and loss to each item. If the appraisers submit a written report of anagreement to us, the amount agreed upon shall be the actual cash value oramount of loss. If they cannot agree, they will submit their differences to theumpire. A written award by two will determine the actual cash value oramount of loss.Each party will pay the appraiser it chooses, and equally pay expenses for theumpire and all other expenses of the appraisal.The insureds were also notified of the Appraisal clause in writing and we explained that to proceed withthe appraisal process, we need a written request from them, along with the name, address and telephonenumber of the appraiser they select. As of the date of this letter, we have not received the insureds’request.In his letter to you, Mr. highlights some areas of concern as follows:Wood floor:Our estimate does not include any vinyl flooring. The coding for the underlayment is the same as vinylflooring, however, the line item is not vinyl, but rather it is actually ½” particle board which is what theinsured had when the loss occurred.The original floor was sent to ITEL for an impartial forensic analysis and replacement value. The price,with labor, to replace the wood flooring is $23.94 per square foot. This is the same amount allowed onboth the *** estimate and the insured’s contractor estimate. Therefore, there is not disagreementregarding the pricing of the hardwood.There is, however, a discrepancy in the measurement of the affected areas. The insured’s contractor bidallowed for removal and replacement of the hardwood in rooms where the wood had already beenremoved. The flooring in the kitchen and dining room was removed by the mitigation company and thecost to remove the wood flooring was included in the mitigation estimate. Therefore, this charge cannotbe assessed again. In addition, the square footage measurements of the rooms used by the contractor arenot accurate as he calculated wood floor for the entire space without a deduction for those areascontaining cabinetry. The contractor bid is in the amount of $19,459.76 and our competitive bid is$14,581.75, plus the ½” particle board (coded inaccurately as vinyl flooring) of $892.40, for a total$15,474.15. Thus, the difference in our bid and the contractor bid is $3,985.61.Further review shows that the contractor bid includes $3,682.45 for fir plywood subfloor to be used as theunderlayment under the hardwood floor. However, the underlayment the insured had is not fir plywood,rather it is ½ particle board which is what our estimate includes. When this allowance is deducted fromthe difference, the remaining difference in the estimates is $303.16 which is the result of the additionalsquare footage the contractor assessed by not deducting for the presence of cabinets on the floor.Baseboards:Our comparable bid included baseboards in the kitchen, dining room and the entry/stairs and hallwayareas.Cabinets:The cabinets in the insured home at the time of the loss were not custom-built cabinets. We have procureda bid that allows for replacement of what the insured had in the home, that being average grade plywoodor particleboard of box construction with simulated wood grain veneer on the interior. The doors anddrawer fronts were face frames of hardwood or paint-grade construction with a veneer or plywood toekick. The hardware consisted of concealed hinges and side mount drawer hardware. Our photos confirmthis information. In addition, the contractor’s layout of the cabinets is inaccurate. Countertops:There is a $644.86 price difference in the compatible bid and the contractor bid as our bid is for 76 squarefeet of tile countertop or $2,151.24 and the contractor bid is for 197 square feet at a cost of $2,796.10.The contractor overestimated the countertop tile. The window sill tile comparable bid includes 12.1 linearfeet or $201.83 while the contractor bid shows 58.78 feet, or $583.48. Our bid has the square feet neededto replace what was on the lower cabinets and the kitchen island, which is primarily a cooktop.The *** estimate takes into the island and the mini bar tile is accounted for in the hallway (sub roomof entry).Paint:The square footage for painting from the contractor and our bid is different. This difference is 61.91square feet for the kitchen. The contractor is painting the walls/ceiling at 2 colors, and our bid is to sealand paint the walls. There is a 200.68 square foot difference in the painting of the dining room. Again, thecontractor is painting the walls/ceiling at 2 colors, and our bid is to seal and paint the walls, which is whatis owed. We have also allowed for the painting of living room walls as the wall continues from the diningroom. However, we did deduct for windows, cabinets, doorways and missing walls and the contractor didnot remove those areas.In a recent conversation with Mr., we agreed to employ a cabinet specialist to inspect thecabinets so as to confirm we have the correct grade, etc. In our attempt to inspect these cabinets by thecabinet expert, we learned that the cabinets have been removed and discarded, therefore, we are unable tophysically inspect them. Instead, we have requested that the cabinet specialist review the photographs ofthe cabinets and provide an expert opinion.If you have any questions about this information, you may contact me at , Ext. ***.Sincerely,***IDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance

Thank you.

As no new points have been brought up in this compliant situation, we will not be formally responding with the Revdex.com.

Please contact the claims adjuster directly.

Thank you

Thank you for sending the complaint filed by ***, which we received on October 10, 2018.We appreciate the opportunity to address her concerns.On September 17, 2018 Ms. reported to us that her air conditioner unit was leaking and causingdamage to her home. We contacted the insured the same day, explained the claims process, and advisedan appraiser would be assigned to inspect and appraise the damage.Ms. called us on October 8 and 9, 2018 and to explain that she was dissatisfied with the handlingof her claim. On October 9, 2018 we contacted the insured to discuss the scope of her damages and theappraisal written to repair her home. We explained to Ms. that if additional damage wasdiscovered, we will need to receive an itemized estimate as well as supporting photographs. In addition,we advised her that the failure of her air conditioner was not caused by a peril covered under herhomeowner policy, therefore, we cannot reimburse her the cost of the unit. We sent payment to *** and *** in the amount of $1,855.70, less the $500 policy deductible or $1,355.70 onOctober 9, 2018.We are committed to providing best in class service to our clients and therefore, we have forwarded Ms. comments regarding her claim experience to our Claims leaders to use as a training opportunity.If you have any questions about this information, you may contact me at , Ext. ***.

Hello-

No response is needed as the client advised: At this time my questions have been answered.

Thank you

Thank you for sending the complaint filed by Ms. ***, which we received on October 02,2018. We understand that she is requesting to have her address corrected and premium adjusted. Weappreciate the opportunity to address her concerns.On August 08, 2018, per an address report ran, we updated Ms.’s address from ***
***, to ***. With making this change, we requiredproof of residency to change her address again.On October 02, 2018, prior to receiving this complaint, we reviewed the proof of residency provided todate, and changed Ms.’s address back to ***. This change wasmade effective August 08, 2018, which removed the outstanding balance from the policy and provided acredit to Ms..We left a message for Ms. to contact us to go over the changes made and the adjusted billing.However, we have not heard from her yet.If you have any questions about this information, you may contact me at , Option *.

Thank you for sending the complaint filed by Mr. ***, which we received on October 1,2018. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.Mr. reported to us that on January 22, 2017 he sustained damage to his living room tile floorsand he did not know what caused the damage. He told us that he heard a loud noise and noticed that 6ceramic tiles were cracked, and the flooring had a bulge running through it.We inspected the damage to his home and our expert determined that the cause of the floor damage wasmovement of the foundation of his home or movement of the surrounding earth. We explained to him thatthis cause of damage is excluded from coverage under his homeowner policy which reads:ExclusionsWe do not cover loss caused directly or indirectly by any of the following, whether or notany other cause or happening contributes concurrently or in any sequence to the loss:2. Earthquake including land shock waves or tremors before, during or aftervolcanic eruption, landslide, mudflow, earth sinking, rising or shifting. We docover direct loss that follows caused by fire, explosion, breakage of buildingglass, storm door or storm window glass or safety glazing material or theft.Mr. disagreed with our decision and we asked that he provide us documentation as to thecause of the damage. Neither he nor his contractor were able to identify the cause of the damage. Hiscontractor commented that there was a large crack from the garage to the front door and it may have beencaused by a pipe line, but he was unable to comment if this was a sudden loss or occurred over a period oftime.We were interested in paying Mr.’s claim, however, the damage must be the result of acovered cause of loss. The insured nor his contractor could provide us with such a cause and our expertopinion was that the cause was shifting of the ground or foundation which is not a covered cause of loss.We are hopeful that this information is helpful in understanding our actions, however, if there areremaining questions, please feel free to contact me at , Ext. ***.

As previously explained, the claim was denied based on shifting or movement of the earth or ground, not specifically earthquake.

Thank you