Personal Service Insurance Company

July 7, 2015
 
[redacted]
The Revdex.com
1411 K Street. North West
Tenth floor
Washington, DC 20005-3404
 
File Number:                        ...

[redacted]
Complainant:                        [redacted]
Our Insured:                         [redacted]
Writing Company:                Personal Service Insurance Our Claim Number:             [redacted]Loss Date:                               June 15, 2015
 
Dear [redacted],
 
Please allow this letter to serve as our response to the above captioned complaint filed by [redacted].  The above captioned loss was reported to Personal Service Insurance on June 16, 2015 by the complainant [redacted].
 
On June 17, 2015, Mr. [redacted] was referred to a direct repair shop for a comprehensive vehicle inspection.
 
On June 23, 2015, the estimate and corresponding payment of $1,925 was sent to Mr. [redacted].  A message was left on Mr. [redacted]’s voicemail advising him that the repair estimate and payment was sent to him and to have his body shop contact Personal Service Insurance should any additional damages be identified. 
 
Due to a difference in repair estimates, an independent appraiser was dispatched to complete a second inspection on June 26, 2015.  A supplemental payment was then issued to Mr. [redacted] for the amount of $104.08. 
 
As for the $1000 difference Mr. [redacted] is claiming, on July 1, 2015, the claims representative spoke with Mr. [redacted] at length and informed him of the $104.08 supplemental payment and that it was his decision where to have his vehicle repaired. It was explained that if his shop found any additional damages, the shop would need to contact the appraiser to re-inspect the vehicle. If Personal Service can confirm additional damages related to the loss, we would issue further payment. A copy of the final estimate was emailed to [redacted]. Mr. [redacted] was also made aware of the rental process while his car was being repaired. The following day a rental reservation was set up for Mr. [redacted].
 
Please contact our office at the address above if you have any questions or need any additional information.
 
Sincerely,
 
 
Keisha R[redacted]
Personal Service Insurance
Claims Supervisor
###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
However the customer service and the number of times I had attempt to contact them was ridiculous. It was a really long process where no one wanted to give me answers, call me back or fix my truck properly. Finally after alot of effort it has been fixed. 
Regards,
[redacted]

Revdex.com ID Number: [redacted]
Named Insured: [redacted]
To Whom It May Concern,
Our records indicate that the named insured's policy term renewal date was 01/30/2015.  Prior to this renewal date, the policy holder had a balance owed of $18.16 due to a policy change on 12/13/2014 that...

increased the premium.  The additional premium for this change was $18.16.  Our office received a payment in the amount of $ 221.95 but then the policy holder requested to cancel the automobile policye effective 01/31/2015.  For the one day in coverage, the charges owed was $11.45 ($6.00 service fee and $5.45 premium/NJ assessment tax).  In addtion, the insured still owed $18.16 due to the policy change on the prior term.  So the total balance owed was $29.61.  Our records indicate that a refund inthe amount of $192.75 has been issued to the policy holder.
Please contact our office if you need further assistance or have additional questions.
Sincerely,
Personal Service Customer Service

September 11, 2017Dear [redacted]:This is in response to the above referenced complaint, dated August 31, 2017. In the complaint you indicate [redacted] expressed concerns with the service, delays and poor communication she experienced as a result of the above referenced claim. We strive to keep...

our customers satisfied and apologize that [redacted] found our service inadequate.Upon receipt of this complaint, the supervisor reviewed the file and the issues brought forth in the complaint and provided the following information as a response to [redacted]'s concerns.On June 9, 2017, [redacted]'s insurance carrier contacted our company and reported that [redacted] struck [redacted]'s 2002 [redacted] in the rear.On June 16, 2017, the adjuster spoke with [redacted], confirmed the facts of the accident and ordered an inspection of her vehicle.On August 31, 2017, the supervisor spoke with [redacted] regarding the $667.13 estimate to repair her vehicle. [redacted] advise that she had obtained an estimate of almost $2000.00 and questioned the estimate amount of $667.13.On September 7, 2017, the supervisor issued payment in the amount of $667.13 based on the damage estimate. On that same day, the supervisor spoke with [redacted] and explained that she would need to ensure that her repair facility has a copy of her estimate. If they discover additional damage that is related to the accident, they would need to contact the appraiser regarding the Supplemental damage.The supervisor has spoken with the adjuster regarding the delays and poor communication that [redacted] experienced and apologizes to [redacted] for any frustration that she experienced.Should you require any additional information, please contact me at the number below.Sincerely,Marianne MClaims Compliance Manager

April 13, 2016Dear [redacted],This letter is in reference to the above-captioned complaint which was received in our office on April 12, 2016. What follows is a brief summary of our investigation in regard to this claim.[redacted] reported this loss to our company on February 29, 2016. She reported...

that her vehicle was struck while parked by or insured on January 22. [redacted] agreed to provide a copy of the police report and an estimate of her vehicle damage for our review.Contact was attempted with [redacted] the same day. Two phone numbers were attempted, but contact was unable to be made. A contact letter was mailed to [redacted]. [redacted] was contacted and provided her statement. She confirmed her vehicle had been hit while parked. Contact again was attempted with [redacted] on April 8, without success.The police report was reviewed on April 12 and liability was accepted in full based on the information listed on the police report. A check totaling $680.95 was issued to [redacted] as settlement for her claim.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.Sincerely,Laura R.Director of Property Damage

Please see attached response.

May 27, 2016Dear [redacted],This letter is in reference to the above-captioned complaint which was received in our office on May 24, 2016. What follows is a brief summary of our investigation in regard to this claim.This loss was reported by [redacted] on April 18. [redacted] stated that our...

insured changed lanes causing an auto accident with her vehicle on April 17. On May 3 the adjuster spoke to [redacted] and an appraiser was assigned to inspect her vehicle. The adjuster further received a copy of the police report. However, the same does not provide the statement of our insured, [redacted].Currently, we are pending contact from our insured to confirm this incident and complete the investigation. A reservation of rights was issued to [redacted] on May 25 and a field adjuster will be assigned to [redacted]'s residence if no response is received from the same.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.Sincerely,Laura R. Director of Property Claims

I am an auto claims administrator for an independent auto body repair shop in NY. For the last few weeks, I have been going through all kinds of roads blocks trying to collect payment from Personal Sevice Insurance Company for my customer's claim. I was initially under the impression she was insured by a company called Good2Go but have learned they are basically an underwriter for Personal Service.
The customer made her claim and was told am adjuster would be sent to our shop to inspect the damage and write an estimate. This was done within a week or so which was in line with most of the major insurance companies. We were given an estimate by the appraiser commissioned to write it. He said the car was fixable and not in the range for a total loss. This estimate was written on 4/16/17. A several days later, after repairs had been started and parts ordered, the customer brought me a letter stating the vehicle was deemed a total loss and this letter was dated 4/17/17. This was a day after the estimate had been written. Yet the claims reps at Personal Insurance and Good2Go did not make any attempt to notify me or anyone in my shop that we should not have been repairing this vehicle. I contacted the field adjuster who wrote the estimate, and he informed me that this vehicle was not in the total loss range and he was also never notified that Personal Insurance had no intentions of paying our shop for the work we had done.
I have made numerous attempts to resolve this issue but have gotten no help whatsoever from this company. The customer service is terrible. I have called and sent emails to the numbers and email addresses that were provided in the beginning of this claim process but since hit nothing but dead ends. To say the least, they are misleading, dishonest, and unprofessional. I have NEVER in all my years in this business encountered such a horrendous insurer.
BUYERS AND CLAIMANTS BEWARE!

Review: A claim was filed under the comprehensive section of policy in June. After adjuster inspected and deemed truck a total loss not worth repairing, I was told a payment of $7,700 minus the deductible of $500 would be made. Now I've been told that no payment will be made due to lack of collision coverage. No collision of any type was involved.Desired Settlement: payment for damages to truck

Business

Response:

October 11, 2013

Dear **. Cameron:

This letter is in reference to the above-captioned complaint. What follows is a brief summary of our investigation and the reason tor the action taken in regards to the claim.

[redacted] had a policy with Personal Service Insurance to insure his 2005 Ford F-250 vehicle. He elected to purchase Comprehensive coverage on the policy but not Collision coverage. On 6/28/13 he reported a claim for damage to his vehicle. In his claim statement he reported that his passenger side front tire blew out which impacted and caused damage to the fender area of the vehicle.

An inspection and appraisal of the vehicl e was assigned while the adjuster completed an investigation of the claim. The inspection was subsequently completed and the vehicle was determined to be a total loss with a value of $7278.69. This was communicated to the complainant and total loss claim settlement forms were sent to the complainant.

In a statement to the adjuster, the complainant reported that he believed the damage to his vehicle occurred because someone he knows loosened the lug nuts on the wheel, which caused the wheel to dislodge while he was dri ving. The complainant indicated that the claim should therefore be covered as an act of vandalism under his Comprehensive coverage. Our investigation indicated that there was no evidence to substantiate the complainant’s claim that the loss occurred as a result of vandalism. As such, we were unable to make any payment to the complainant under the Comprehensive section of his policy. We were unable to apply Collision coverage to the loss since Collision coverage was not purchased for the policy.

Should you have any questions or need additional information please do not hesitate to contact us.

Sincerely,

Review: The personal service insurance company refuses to contact me. They refuse to look at my totaled car. They have put me in to $3,000 of debt, and have not fixed my car that was totaled on 4/20/2014Desired Settlement: I would like my car either fixed or replaced, and the bill payed for by the company!

Business

Response:

July 23, 2014Dear **. [redacted],Please allow this letter to serve as our response to the above referenced complaint filed by [redacted]).The claim was reported on 4/21/2014 by [redacted].On 5/6/2014, we spoke with [redacted] regarding her coverage as she confirmed that her husband [redacted] was the driver during this loss. [redacted] also confirmed that **. [redacted] was an excluded driver at the time of the loss. [redacted] was made aware of the coverage issue and pending denial of coverage.After further investigation and receipt of the signed application, an official coverage denial letter was sent to [redacted] on June 16, 2014, sent certified mail ([redacted]).We have followed up on the tracking of the certified denial letter that was mailed to [redacted] and it has been unclaimed. We have been advised that a notice of our letter was left.Please see the attached denial letter that was mailed out to [redacted] to further explain the reason for her denial.Sincerely,

What a scam this company is. My husband was in an accident with one of their policy holders, who caused the accident. No one was hurt but my husband's car was totaled. Due to my husband's limited coverage (liability only) we had to deal and haggle with this company in order to get compensated. Now, my husband is without a car and amount they're compensating him would not even buy him a working vehicle. Disgusted by this company policies and lack of accountability.

Review: On May 14th, I went onto [redacted] and I took down the 800 number for [redacted], dialed the number and was connected to Good2go/Right Answer Insurance Agency LLC/ Personal Service Insurance. I was told by the representative ([redacted]) that I would have to pay 389.00 upfront for a premium and my payment. My payment was quoted to me at 275 a month. So I paid it.

No one explained anything to me about my next payment being due on June 3rd( two weeks later; which it should have been due again June 14th) til they decided to send me a letter saying I have to pay another 98 a month on top of the 275. Which is crazy. I switched insurance companies and I paid them 147 for my payment. My driving record is clean and they([redacted]) made me realize that I had been taken advantage of by this other "Insurance" company. They (Good2Go Auto Ins/Personal Service Insurance/Right Answer Ins Agency LLC)also never mentioned that I had to have an inspector take pictures of my car to make sure there was no damage to it (which I did ) . I was taken advantage of big time and I am due a refund. They are scam artists and I got taken. They raised my 700 premium to 1664 and some change. I want my money back.

They sent me a letter which I received June 1st about my payment being due on June 3rd. They are practicing their business completely unethical.Desired Settlement: I would like to have some or all of my money back onto my debit card. I had to pay 339 on my credit card and 50 on my debit card.

Business

Response:

June 26, 2013

Review: hi. I am not really sure what category this will fall under but I going to try and explain as detailed as possible. sometime in the middle of last year I acquired a contract with personal service insurance thru good to go I guess you would call them cheap car insurance sponsors. they recommended me to personal service insurance which was cheap enough for me to have my car legal. Late February I was in an accident where a car swiped my front end while sitting at a stop sign. I reported the incident to them and so did the other drivers car insurance company but either one of could get in touch with them. I didn't know what else to do I don know what happened with the case I tried to reach them for 4 months straight at least 4 to 5 times a day still no answer no call back no nothing they raised my insurance 10 dollars more not saying why or how June I receive a letter from them saying if I do not contact them about the accident then my insurance would be cancelled so I figured they had gotten my message so I tried calling them that whole month still nothing I had the case worker ext to his phone left him several messages still no return phone call I needed my insurance because it was going to cost me more to transfer companies also when I tried to cancel the insurance I had no way of getting in touch with them to cancel it my insurance expired on 11-25-13 which usually the automatically renew my policy but this time two days later I receive a letter telling me that they cancelled my insurance which I couldn't do anything to find out why now my registration is suspended and I have to pay finesDesired Settlement: I would at least like to get no less then 75% of my policy money back and reimbursement for fines and court fees

Business

Response:

January 16, 2014

Dear **. [redacted],

This correspondence is in response to the inquiry filed by the named insured, [redacted].

Our records indicate that [redacted]’s policy remained active until the end of his contract term which expired on 11/25/2013. Our records indicate that a renewal offer for a new 12-month term was sent to him but the required down payment was not received.

During the course of policy term, a claim was established for an automobile accident that occurred on 02/16/2013. Our records indicate that the claim was appropriately handled based upon the policy limits selected by **. [redacted].

If can be of further assistance, please feel free to contact me at ###-###-####, extension [redacted].

Sincerely,

Review: My vehicle was involved in an accident. Ive always had full coverage on my vehicle due to the fact I'm making payments. An appraiser came out and gave me an estimate than the insurance asjuster, [redacted], said after the estimate was received that I would be compensated. When it was time to cut the check I was told that I just got full coverage recently and even though I had full coverage at the time of the accident I WILL NOT be covered. I tried to remedy this situation many times but no one will help. Not even [redacted] boss [redacted]Desired Settlement: To pay for my vehicle to Get fixed

Business

Response:

June 27, 2014Dear [redacted],This letter is in reference to the above-captioned complaint which was received in our office on June 25, 2014. What follows is a brief summary of our investigation in regard to this claim.**. [redacted] reported this loss to our office on May 13, 2014. He reported his vehicle had been struck while parked by an unidentified vehicle. **. [redacted]’s policy became effective October 17, 2013. At that time, **. [redacted]’s 2006 [redacted] did not have full coverage. **. [redacted] added full coverage to his vehicle on May 12, 2014. He did not complete the required [redacted] inspection prior to reporting the loss.The loss was reviewed on May 13. **. [redacted] stated his vehicle was parked outside of his residence. When he came outside in the morning, he discovered damage to the vehicle. There were no witnesses and he did not contact the police.An estimate was received on May 21, in the amount of $2,222.55. **. [redacted] was contacted again due to the reported date of loss being the day after he added full coverage to the vehicle. He stated he did not have any proof as to when the accident happened. He stated he added full coverage on May 12 because he felt he always should have had it.A Reservation of Rights letter, citing duties after a loss, notice of a claim or suit, and duty to cooperate, was sent to **. [redacted]. Proof of loss was requested to confirm the date of the damages. **. [redacted] was advised verbally on May 21 that additional proof and documentation was needed to prove his loss.Upon receipt of this Complaint **. [redacted] was contacted again. He stated he does not have any evidence to verify his claim. We are unable to settle **. [redacted]’s claim without valid proof of loss.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The person who responded is not the person who's been handling the claim so she only knows what was told to her. What she's saying is false. I told the company that I never had less than full coverage. I was always under the impression that I had full coverage. I am making payments on this vehicle and without full coverage I would be in direct violation of contract as well as financed vehicles policies in the state of new jersey. None of these problems came up until it was time to cut the check. All of a sudden I was told about all the stuff that was wrong. On top of all of that they said I got my policy on May the 12th so why would they cancel my full coverage right after I made my claim which by their own admission was only a few days later. How long do they usually give a client to conform with whatever they are claiming I didn't do. I was told the police wasn't a necessity when I called my insurance company because I didn't have "proper" witnesses. They record phone calls so this should easily be verifiable. Also I had my policy a lot longer than October 2013 and I have no idea why they keep saying that. My policy lapsed once in October and it restarted but a backdoor company like this either loses their records or hides them and acts like they don't know what's going on.