GAMESA

We have reviewed our insured’s claim for water damage to their basement. Upon completing our review we found the damage was caused by their sump pump not properly discharging the water softener water as they intend for it to do.The facts of this claim have been reiterated and confirmed with our insured, their son and their lawyer. The water softener discharge line runs into the sump pump pit, from there the sump pump discharges this water up and out of the house to the septic field. On the date of loss, the Fernco plumbing part that is attached to the sump pump discharge line failed causing the water from the sump pump pit to exit the pipe causing the water damage. The discharge pipe and Fernco part are part of the sump pump system designed to discharge water from the residence premises. The following is the policy language that excludes such coverage.EXCLUSIONSUnder Part I Property Insurance Coverage and Additional Insurance Coverage, we will not cover loss to property insured under this Policy caused directly or indirectly (whether or not any other cause or happening contributes concurrently or in any sequence to the loss) by any of the following. These exclusions apply whether or not the loss results in widespread damage or affects a substantial areaWater damage, meaning: bwater or water-borne material which backs up through sewers or drains or water which enters into, overflows or is discharged from a sump pump, sump pump well or other type system designed to remove subsurface water which is drained from the foundation area; or unfortunately without the Optional Insurance Coverage for Backup of Sewer and Drain Coverage we must respectfully exclude coverage on this claim

Good Day and thank you for the opportunity to respond to our policyholder’s concerns We understand that our policyholder does not agree with our initial responseHowever, our policyholder is not entitled to a full refund of $208.00, as we provided coverage until 02/25/when the policy was canceledThe financial institution was notified on 02/24/that payment was set to withdraw from the account on 02/28/for the policy paymentSince our policyholder was already set for Electronic Funds Transfer (EFT), at the time of the policy cancellation, it was too late to stop the payment from withdrawing from our policyholder’s accountOur EFT form states that in order to revoke this authorization, prior written notification must be provided at least days in advance of the next scheduled withdrawal or chargeRefund for unearned premium was issued on 03/08/for $ With respect to our agency hours, currently our branch agency does not operate hoursOur Claims services and Emergency Road Service are the only departments that operate on hour basesPlease be advised that the cancellation request was not received until 02/27/ We understand that our policyholder has discussed her concerns with AARP, unfortunately AARP practices has no bearing on our policies and practicesPolicies can be canceled at the request of the policyholderHowever, dependent on the bill plan that is in place, payments could be withdrawn and have to be refunded due to the timing of the change or cancellation After further review, we can advise that a payment was owed on the policyOur policyholder was notified in January about pending deduction and had active coverage with us until 02/25/On the date she requested policy to be canceled and for the payment to not withdraw from her account, was not a working date for the agency and her request was handled the next business day on 02/27/Therefore she is not entitled to a refund of the full premium or the $in late charges she incurred Thank you for the opportunity to review our policyholder’s concerns

We have received the insured’s rebuttal to our response regarding the premium charged for his automobile insurance policy and must refer him back to that original response. In our prior response to your office we explained the rate changed for the insured’s automobile policy and the premium change as a result of changes made to the policy by the insured. Also stated in our prior response was that the insured had not provided proof of Health/Medical Insurance which also resulted in the rate changeIn MrInsured’s rebuttal he has not provided any additional information only stating he does not except our explanation and believes he is owed a refund. We again reviewed the insured’s file and have confirmed the insured actually has a balance of $owing on the policy at the time of cancellationBased on the information above we again must refer the insured back to the response to your office dated March 7,

If you would call me at *** I will have this taken care of
Roger S***
President
Alert Alarm Hawaii

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com Case # ***
Dear *** ***:
The insured has submitted an inquiry to your office stating that he purchased an HO for his townhouse in The
insured discovered at the renewal cycle that the association for his townhouse carried building insurance coverage and inquired with his agent about making a correction dating the policy back to policy period
The agent informed the insured that in order to make the change we needed the association policy information and the matter would be referred to underwriting
We received a copy of the association policy and our underwriters approved a rewrite to an HO but the underwriters declined to credit the policy effective on the new business date
Upon receipt of the insured’s letter to your office, we re-reviewed the policy for consideration of changing the policy to an HO effective as of the inception date
I am pleased to say that the HO policy was cancelled effective March and a new Hpolicy has been written effective March
On 8/3/a payment of $was processed as a refund and will be sent to the insured on 8/4/15. This amount represents a credit from March to March
I personally called the insured leaving him a voice message advising of the information above

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12508968, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
thay are not telling the truth about the way the clame was handled thay cancanled the insurance on the garage I did not tell them to cancel the insurance on the garage thay had already canceled it the insurance was about to expire on the house thats when I called them and told them to cancel the insurance on the house becouse thay were not going to renew the insurance on tthe house that was after the told me if I did not fix the garage they would cancel the insurance on the house each time I would call the agent *** *** she would tell me she could not help me she would always tranfer me to someone else or give me another number to call I went though a lot of phone call and talking muchines and when you did get to talk to someone AND THEY DID NOT KNOW ANYTHING ALSO they would have to go look up something and talk to someone else the inspecter that came out to do the inspection he jest took a quick look and left he did not inspect the hould building so if the roof was already damaged why did ok the policy I am not trying to pull any punches they want to say it was my fault and I know it was not my fault it was caused by the bad weather the agent *** *** she is not telling the truth
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11427574, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11254891, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Because the water which caused the damage was not discharged as a bafrom the sump pump, but from a pipe above as a result of a malfunctioning water conditioner. AAA coverage, we cover loss caused by water. Water escapes from a plumbing pipe where a Fernco coupling broke causing basement to floodthis damage was clearly caused by a breakdown that caused the water softer to malfunction and resulted in a break in the coupling above ground level, not in the pump itself....Water was pumping from the water softener for hours on a recyclingI have been paying AAA over $a year for home insurance which is $more than any other company was charging, seems to us that we have been paying for sump pump coverage and no one recorded it on our files, please note that we are very upset with this drama of not being covered by sump pump coveragea $over charge is certainly enough to cover this insurance policy of "Sump pump"
Regards,
*** ***

From: Delores C*** [mailto:dc***@hawaii.edu] Sent: Saturday, September 05, 2:PM To: Info Subject: Complaint ID *** This is to inform you that the technician has just removed the Alert Alarm system as of 2:p.m Saturday, September 5. The technician did a quick removal once he got here. After what I have been through with the company in over five weeks, I think Alert Alarm ought to look at its scheduling procedures You can put me down as finally satisfied Delores MC*** Complaint ID ***

Complaint: ***
I am rejecting this response because: no contact information has been provided. Although the intent to resolve this situation as expressed in the correspondence is acceptable, no means of accomplishing this resolution is provided. I require contact names and numbers which will accommodate contract termination offered for the following account:Customer Name: *** ***Cr: ***
Address: ** * *** ***
*** ** ***Please advise
Sincerely,
*** ** ***

This letter is in response to the complaint filed with your office by Mr& Mrsinsured. In the insured’s letter they indicated changes were made to their homeowner’s policy without their knowledge. Those changes resulted in the insured receiving an increased premium bill in
the amount of $The insured also mentioned an error occurring on the automobile insurance policy and that she called four times from April to July to have the error corrected. We have reviewed the insured’s policy and can advise you of the following. On July 13, a new business homeowner’s policy was issued to Mr& MrsInsured. The homeowner’s policy is a one year policy with an annual renewal date of July 13th. Upon the policy renewing on July 13, MrInsured called his agent at the *** *** Insurance Agency on August 7, and informed him that upgrades/improvements to the home had been made. The agent submitted the information received from the insured to our processing department. As a result of the upgrades/improvements to the insured’s property a refund check in the amount of $was sent to the insured on August 11, as well as an amendment showing the change to the policy. On July 18, MrsInsured called our Member Service Center (MSC) to change the comprehensive and collision coverage on several automobile policy vehicles. During this call she informed our MSC Representative that no upgrades/improvement has occurred to the home since its purchase on August 15, 2007. The MSC representative forwarded the information to our underwriting department and the correction was made removing the upgrades/improvements we were previously notified about effective the date they were added which resulted in the $bill adjustmentSince the insured’s home policy had renewed on July 13, the $bill adjustment was the accumulation of the $adjustment for the policy term and $for the July 13, policy renewalIn regards to the insured’s automobile policy, the policy renewed October 7, for a six month policy term. On January 29, MrsInsured called her agent at *** *** Insurance Agency and added a *** *** ***. MrsInsured also removed all coverage's except $comprehensive on the *** ***s, *** *** and the *** *** placing these vehicles in storage. On April 7, the insured’s auto policy renewed, at the time of the renewal the *** ***s, *** *** and *** *** were still in storage. On April 15, MrInsured called the agent to make a payment of the policy and to remove the *** ***s, *** *** and *** *** from storage by adding the liability and collision coverage back to the vehicles. On May 13, MrsInsured called our MSC to review the changes made by MrInsured on April 15, 2016. Upon reviewing the policy MrsInsured increased the comprehensive deductible from $to $1,on the *** ***, *** *** and *** *** *** and removed collision from the *** *** *** and the *** ***. Upon completing our review we found no record that the agent made changes to the insured’s homeowner’s policy without their knowledge. The insured initiated contact with the agency and a refund was sent to the insured as a result of the changes requested. In regards to the automobile policy we find no evidence of an agent error on the auto policyThe insured requested storage coverage for three of the policy vehicles on January 29, 2016. On April 15, the insured called to remove the same three vehicles from storage. On May 13, the insured reviewed her policy with our MSC representative and afterward made additional changes. We have also confirmed from April to August the insured has had numerous interactions with the *** *** Insurance Agency and/or our MSC and we find no record of a coverage error.Respectfully

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11131282, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
As of 3/9/there is still not a final price figured for the repairs to my vehicle The OEM parts have been ordered but an invoice still needs to be sent to AAA At that point another check can be issued for the remaining amount of the bumper price I will not consider this complaint resolved until the vehicle is returned to me in the condition it was in prior to this collision Regards,
*** ***

We have completed our review of you concerns regarding your daughter and vehicle not being removed from your policy. Please be assured your concern is very important to us In our review we found that your daughter was removed effective 9/25/16. Instead of the entire vehicle being
removed completely from the policy the coverages were removed and the vehicle remained listed on the policy. This incorrectly processed change unfortunately did not provide you the credit that should have been given. We have removed your *** *** from the policy as originally requested and have applied the credit to your policyThe policy has been reinstated and is paid in full until 3/25/provided no other changes are made to the policy. On 1/25/a supervisor called you regarding your policy. He confirmed with you that your policy is reinstated with no lapse in coverage and a refund was issued to the last the last payment source on our record. We truly apologize for the confusion and inconvenience this error caused you and thank you for being part of our AAA family

We are still investigating the members concerns and will need additional time to complete our investigationWe ask that you extend our due date until 05/22/*** *** *** ***

I certainly apologize for any miscommunication as our sales representatives are to follow a strict code of conductIn that code of conduct it is very specific that they do not misrepresent any information that may be misleading or untrue as Alert Alarm does not have any affiliation with ADT as they
are a direct competitorTo ensure that our sales representatives are following the code of conduct and prior to any customer signing a contract we also have a welcome call from our internal staff asking the following questions;
Is your house/business currently being monitored by another Alarm/security company? Y/N
Are you aware if you have any terms left on your current monitoring contract? Y/N
Do you understand that Alert Alarm is not affiliated with your past alarm company and that it is your responsibility to contact them and disconnect, cancel or terminate your agreementY/N
Do you understand that if you have any money owed to your past alarm company it is your responsibility to work with them on closing out your account? Y/N
If we receive a NO answer to any of these questions we immediately stop the process
Once again I sincerely apologize and will have someone from our cancelations department contact you immediately
Roger S***
President
Alert Alarm Hawaii

Spoke to Mr*** and apologized for the manner in which his service call was handled. The inclement weather caused high call volumes and service delays. We did apply AAA dollars towards his next membership renewal. Phone apology - accepted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Ashley F[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID 12599133, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com: We are acknowledging receipt of the complaint filed with your office by the complainant. In the complainant’s letter she indicated she has contacted AAA to be removed for our mailing list; however she continues to receive unsolicited mail.  We have reviewed...

the complainant’s concerns and have confirmed the request to remove her from any and all mailing list has been submitted.  The original request was received and submitted in early August of this year; however to eliminate all mailing it could take up to 90 days.  We apologize for any inconvenience or frustration this may have caused the complainant and that she should receive no further contact from our organization.