Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]s Unfortunatley, the response from Ameriprise was Not Completley true. I stated that [redacted] lived with us because he was staying here for two weeks and not permanently. Because I am new to learning how car insurance works I was confused by the representative's questions. Once I actually understood that they were adding [redacted] on to my vehicle policy I refused the coverage. My intent was to help him get his own insurance for his OWN vehicle. Next thing I knew I was being told I had no choice but to add him on as a rider to my car. I will be sending Ameriprise paperwork for where [redacted] actually lives in hopes to resolve this matter.
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 5, 2016. We understand that she feels there was a delay processing the claim. We appreciate the opportunity to address her concerns.We apologize to Ms. [redacted] for any delay she feels she experienced during...
the handling of this claim. We made numerous attempts to discuss the correction of this billing with Enterprise, but have been unsuccessful. The receipt we received for 10 days of rental totaled $509.99. Ms. [redacted] policy has a maximum daily amount of $30. Therefore, the maximum we can consider is $30 per day for 10 days or $300. We paid Enterprise $130.30 on May 9, 2016 which reflects the amount owed to them and we issued the remaining amount, $169.70 to Ms. [redacted] directly. We also sent her a letter on May 9, 2016 explaining the coverage and the payment amounts.This payment we made to Enterprise will resolve the billing issue as they agreed to correct the daily rate for Ms. [redacted] once we paid the amount due from Ameriprise. Ms. [redacted] rented a vehicle at a rate higher than her coverage amount of $30 per day, therefore, there is a balance due amount that is her responsibility and she is aware of this.We trust this resolution is to Ms. [redacted] satisfaction, but if any questions remain about this information, you may contact me at ###-###-####, Ext. 5996.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello Sir or Madam,Thank you so much for your quick response and instructions. My full name is [redacted], my mailing address is: [redacted], my email address is [redacted], my phone# ###-###-####Revdex.com complaint assigned ID [redacted].(claim# with Ameriprise Auto & Home Insurance Company [redacted])The business information:The business name is: Ameriprise Auto & Home Insurance CompanyBusiness mailing address is: IDS Property casualty Insurance Company �...⇄ />
...⇄ contacts: 1.Elizabeth [redacted]: [redacted] ([redacted]), Please insure to send the complaint to her. Thanks. 2. Juan [redacted]: [redacted] ###-###-#### extension [redacted] (claim# with Ameriprise Insurance Company [redacted])Dear Ms. [redacted], �...⇄ 10 2016Thank you again for sending the business response from Ameriprise Insurance Company. In regards to their response letter, this company has not shown enough honesty and good faith, they are using unfair practices in handling my auto claim. In their letter, they briefly mentioned what they unilaterally communicated to me, and have disregarded all the communications and instructions from me in the past three months. I have been trying to correct them about their false statement about moving the car to my residence. I have clearly given them instructions to move the vehicle to their storage as early as August 4, 2016 via phone calls, emails, and letters to a host of representativeswhich have been named below(please see below attachments).In addition, in their response letter, they said they are doing investigation and they assigned a vehicle reconstruction expert to examine my vehicle (even about four month ago, they had said that to me), but yesterday the mechanic-[redacted] told me that since the vehicle was towed to his repair shop on June 24 2016, there has been no personnel who has visited his shop to do the investigation in the past four and half month and so far I have not seen any progress about my claim. Furthermore the communication is extremely poor and often antagonistic. I have hardly received an update from them. I did not hear or receive updates unless I made the initial contact via phone calls or emails. I feel that Ameriprise is using a delay tactic in which I feel the word “ investigation” is just an excuse.Ameriprise Insurance Company’s unfair practices in handling my auto claim also reflected in another aspect of my claim. They have been trying so hard to correlate my previous damages to this claim, although all previous damages were properly repaired. They have asked me to provide previous repair receipts which occurred four to five years ago. I don’t think many people would keep these receipts for 4 or 5 years. Although this request doesnot make much sense, I have been trying so hard to cooperate to find receipts. Luckily I was able to find one of the three receipts that they requested, and currently attempting to locate the another two receipts.To my understanding, the reason they have been trying so hard to correlate the previous damages to this claim is that this is the most effective way to be able to reduce their payment to me and their other customers in different cases. This is unfair and a cheating practice without any honesty and good faith, which is against the common morality. With this kind of business practice concept, they might save some money from my individual claim, but it may really damage their company’s image and reputation, they will lose more business than that they have saved from my claim.In order to better understand their (Ameriprise Insurance Company) unfair practice and dictating position in handling my claim, I would like to tell some situations below that lead to my claim to be handled in an unfair practice.The truth is this; they sent me a letter dated August 2, 2016 (which is attached) claiming that I stated that I intended to move the vehicle to my home initially which isa falsestatement. They have mentioned since August 4, 2016 I should be responsible for the storage cost in the repair shop. As I indicated previously in the two complaint letters to Revdex.com, after I received their letter, I immediately protested by calling Diana [redacted] as early as August 4 2016 and protested again immediately afterwards with many other representatives such as Juan [redacted], Jeniffer [redacted], Jill [redacted] and Bill [redacted]. In addition, there was another unknown name [redacted] (please see below explanation for the conversation with this [redacted]) that was contacted via phone, email and letters (which are also attached below).In the past three months, I made corrections to each of them by telling them that I did not have the intension to move the car to my residence. I am not a mechanic, I do not have the skills of a mechanic therefore, I am not knowledgeable about repairing a damaged car. In addition, I do not have the space for storing a damaged car at home; I also clearly gave them instructions to move this vehicle to their choice of storage as soon as possible. Since Diana [redacted] initially communicated to me the above mentioned false statement over the phone on August 4 2016, this false statement started passing like a cascade among their representatives, it has been passing from one to another in the following order: Diana [redacted] -Juan Stanfford - above mentioned unknown [redacted]-Bill [redacted]- Aaron [redacted]. Everyone has been repeating the previous representative’s same false statement. Among them Diana [redacted] is the first person to create this false statement, Mr. Juan [redacted] is the second and key person who disregarded all the instructions from me via phone and email in the past four month. I have tried so hard to explain to him that I did not want to move the car to my home and asked him to move the car to his choice of storage.In the past four months, Juan [redacted] refused to do anything to move the car to their storage ( I was told Juan [redacted] is the key person to handle my claim), in the meantime he has passed on the above false statement to all representatives whoever has communicated to me in the past three months. Since the beginning, Juan [redacted] has been choosing to ignore all the instructions from me no matter by phone, emails or letters and he even simply refused my request to talk to his [redacted]. I have had a hard time understanding after communicating with so many different representatives on so many occasions to move this vehicle to their storage (since the beginning of the claim, I immediately gave them the instruction to move the car to their storage. Since then I have been continuing making the correction and giving them instructions to so many different representatives), they have chosen to ignore all these communications I have reported to them. In facing so much solid evidences including phone calls, emails and letters, they still have been so persistent and choose to ignore everything including laws. As I recall I spoke with their representatives on a recorded line and would like to know if they can check back to verify the conversation ( I have requested them to check the conversation since the beginning of the protest). I am asking them out of GOOD FAITH and HOPE that this claim to be handled with honesty. If they can provide me anything such as the recording of the conversations or emails that prove that I did intend to move the car to my home previously I would be more than happy to take full responsibility for the storage cost.On August 19 2016, the above mentioned unknown name [redacted] contacted me by phone and immediately took an accusatory tone and accused me of having previously unrepaired damage on my car. Then he told me that since I had said that I wanted to move the vehicle to my home, after August 4 2016, I would be responsible for the storage cost. After a lengthy protestation, he suddenly changed his words and agreed with what I explained to him that I never said that I wanted to move the vehicle to my residence and asked him to move the vehicle to their storage. He said that twice (quote) “you didn’t say that you wanted to move the vehicle to your residence”. I hardly believed my ears and asked him to repeat what he said, he immediately repeated it twice. I was totally overwhelmed by such a quick change of his opinion.Since filing the claim on June 24, 2016, it has been about four and half months, the communication is extremely poor and often antagonistic. I have yet to receive an update from them, in the fact that I have to contact them first before hearing anything.I would greatly appreciate it if you can assist me to get this problem solvedas soon as possible.Thank you for your time and effort in helping with this situation and I look forward to hearing from you.Best Regards.[redacted]Desired Outcome:1. Timely and fairly handle my claim and close it before the end of November 2016.2. Remove the vehicle from the repair shop immediately and pay all the storage cost to the owner of the repair shop ([redacted] in [redacted] California).3. Update the progress in a reasonable frequency.4. Explain why Mr. Juan [redacted] and other representatives have ignored all my previous instruction via phone and emails about remove the vehicle from the repair shop to his choice of storage.5. Provide evidence which I prove that I intended to move the vehicle to my residence. Please...⇄ the following letter (also attached) I received from Ameriprise Insurance Company on 8/2/2016 and the screen shots about the instructions to remove the vehicle to their storage I have given to Ameriprise Insurance Company via emails:Please review the following 6 emails I sent to Mr. Juan [redacted] and other representatives on different occasions previously to ask them to remove the vehicle from the repair shop to their choice of storage, all these emails were ignored, they only agree to pay for the storage from 7/19/2016 to 8/4/2016 (17 days), (please see the email below )The following 6 emails are from my screen shots, they were sent to Mr. Juan [redacted] on different occasions:Note: On 10/4/2016 this is the first time I had Mr. Juan [redacted]’s email by asking him to provide it to me, before this date we always communicated over the phone (over the phone, many times I have asked him to move the vehicle to their storage, but he did nothing as day.From: Complaints Mailbox <[redacted]>To: [redacted] Sent: Friday, November 11, 2016 10:32 AMSubject: ComplaintHello Sir or Madam,If you would like to submit your complaint you can send it to this email. Please include the Business name,full mailing address,phone number and You full name and address.On Fri, 11 Nov at 12:09 PM , [redacted] <[redacted]> wrote: This email to for Ms. [redacted] or whoever is in charge of the complaints:I have been trying to file online complaint, but failed due to the server is down yesterday and today, could you please give me some instruction or confirm that this is due to the problem of your Revdex.com online server or other problem. Thank you so much in advance.Best regards.[redacted]
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on June 30, 2015. Weunderstand that he disagrees that he purchased a policy and is disputing the requested premium payment.We appreciate the opportunity to address his concerns and believe the following timeline will...
helpprovide clarification.• On February 25,2015, Ms. [redacted] obtained an online quote for home insurance for the propertylocated at [redacted]. Later that day, we were contacted by[redacted] from [redacted] to update a mortgagee clause and send an escrow withdrawalnotice. We explained that the policy had not been purchased yet, which prompted the mortgagerepresentative to request that we reach out to Ms. [redacted] to finalize the policy. We spoke to Ms. [redacted]and finalized the policy effective March 6, 2015. We then faxed the home insurance documentsand the escrow withdrawal notice for $1,162.34 to the mortgage company, with a payment duedate of March 22, 2015. We also sent confirmation to Mr. and Ms. [redacted].• On March 27, 2015, we mailed a second escrow withdrawal notice to both the mortgage companyand the insureds extending the due date to April 16, 2015 due to the outstanding balance of$1,162.34.• On April 21, 2015, we mailed a notice of pending cancellation to the insureds due to theoutstanding balance of $1,162.34.• On May 11, 2015, we mailed a cancellation notice due to non-payment of premium.• On May 19, 20 15, we mailed an outstanding balance notice for $209.60 for the coverage providedfrom March 6, 2015 through May 11 , 2015. This same notice was mailed June 18, 2015, as thereis still an outstanding balance due of $209.60.If Mr. [redacted] can provide documentation showing he was insured for this property with another insurancecompany, we would review that information and consider backdating the cancellation of the policyeffective the date the other policy went in to effect.If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####Sincerely,[redacted]
Thank you for sending the complaint filed by Mr. Mark [redacted], which we received on December 8, 2016.We understand that he would like an explanation regarding why we turned his account over to collectionswithout sending him a bill first. We appreciate the opportunity to address his concerns.On...
November 30, 2016, we sent Mr. [redacted]’s account to collections in error before issuing him a bill forthe $1833.63 outstanding balance.On December 9, 2016, we spoke with Mr. [redacted] and apologized for the error. We assured Mr. [redacted] thecollection notice would not affect his financial credit score. He authorized us to charge the outstandingbalance of $1833.63 to a Visa card. We are very sorry for any frustration this error caused Mr. [redacted].If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the complaint filed by Ms. [redacted], which we received on September 2, 2016. We understand that Ms. [redacted] feels there was a delay in handling this claim. We appreciate the opportunity to address this concern.We recently referred Ms. [redacted]’s claim to the appropriate...
department for recovery of her deductible and our payment amount. We apologize to her for any perceived delay regarding this recovery and in an effort to provide Ms. [redacted] excellent customer service, we sent her the Comprehensive deductible amount of $500 on September 2, 2016.We hope this resolves Ms. [redacted]’s concerns, however, if there are remaining questions about this information, you may contact me at ###-###-####, Ext. 6550.Sincerely,[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 11, 2016.We understand that he feels there was a delay processing the claim. We appreciate the opportunity toaddress his concerns.Our investigation of [redacted]’s claim is ongoing. We are in communication with [redacted]...
** andwill keep him informed of the status of his pending claim is it progresses towards conclusion.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the complaint filed by Ms. [redacted], which we received on June 6, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.Ms. [redacted]’s vehicle sustained minimal rear damage, estimated at $438,...
which we agree was caused by an unknown party striking her vehicle in the rear. However, the extensive front end damage, the vehicle has been deemed a total loss, was the result of actions by the driver of her vehicle. Ms. [redacted] told us she was slowing in traffic with her foot still on the accelerator when she was struck in the rear. After the impact, her foot remained on the accelerator, and she choose to make a right turn travelling over the curb on the west side of the intersecting street, striking one light pole, making a U-turn, travelling over the curb on the east side of the street and striking a second light pole. Ms. [redacted] reported travelled 50 feet after the minor impact to the rear of the vehicle she was driving.We maintain that this is an at-fault accident and we understand this is not the result Ms. [redacted] desires. We appreciate her tenure with our company and hope to retain her as a customer. However, we must accurately evaluate the facts of each loss and in this case, her driver exhibited negligent actions in failing to apply the brakes, and failure to control the vehicle resulting in significant vehicle damage.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5201.
Thank you for sending the complaint filed by Ms. [redacted], which we received on February 4, 2016.We understand that she disagrees with the outstanding balance owed on the homeowner’s insurancepolicy. We appreciate the opportunity to address her concerns.On February 10, 2016, I spoke with a...
representative at [redacted] and confirmed that they did notsend an escrow payment for the homeowner’s policy renewal due on November 22, 2015. Since we didnot have record that the property was sold, payment was still expected for the November 22, 2015renewal term. When we did not receive payment, the policy cancelled for non-payment of premium onJanuary 11, 2016.Upon further review, noting that Ms. [redacted] advised that the property was sold, we backdated thecancellation of Ms. [redacted]’ home policy to November 22, 2015 and wrote off the $32.99 balance.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[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.
Regards,
Thank you for sending the complaint filed by Ms. [redacted], which we received on August 18,2016. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.On July 1, 2016, Ms. [redacted] requested a quote...
through our online quoting system. On July 5, 2016, Mr.[redacted] called our sales call center and bound the policy effective July 13, 2016. At the time of the onlinequote, zero prior claims were disclosed by Ms. [redacted].On July 6, 2016 we mailed a paper application to Ms. [redacted] which we also require to be completed.We received the signed and completed application on July 19, 2016. On the application Ms. [redacted]indicated that there were two prior claims; Water Damage from November 2015 and Falling Tree fromJuly 28, 2015. Due to this newly disclosed information, the policy was no longer eligible as ourunderwriting guidelines do not allow more than one loss in the last three years. For this reason, the policywas scheduled to cancel effective September 9, 2016.On August 12, 2016, a rescission notice was mailed in error indicating the cancellation should bedisregarded. The policy cancellation notice was mailed on August 15, 2016. Although we sent therescission notice in error, the policy remains ineligible as the prior claims activity does not qualify forcoverage.I contacted Mr. [redacted] by telephone on August 25, 2016 to address the concerns outlined in thecomplaint and offer resolution. Due to the miscommunication when we initially set the policy to cancel,we have given the [redacted]s additional time to find replacement homeowners insurance.He understandsthat the policy is now scheduled to expire effective September 30, 2016.If you have any questions about this information, you may contact me at ###-###-####.Sincerely,[redacted]
Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received onSeptember 3, 2015 . We appreciate the opportunity to provide additional information.We reviewed Ms. [redacted]'s policy and confirmed that we sent all the appropriate notices to herregarding the requested renewal premium and pending cancellation of her policy. When we subsequentlydid not receive payment, the policy cancelled on August 24,2015, for non-payment of premium and wemailed the appropriate cancellation notice to her.We understand that this is not the outcome Ms. [redacted] would like; however, after reviewing the factsof the matter a second time, we respectfully maintain our decision not to reinstate the policy.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A March 21, 2016 not-at-fault accident was not my fault, it was other driver's fault. My insurance did not pay anything and my insurance premium should not affected by this incident. Why after a year and decided to increase my insurance for something that is not my fault? $100 more for half year? That is not right. Also, that is not what I heard from support person when I called in earlier this year, she told me it was because insurance increased for every one. Who should I trust? You can say what ever you want to say, but it is not acceptable to increase my insurance $100 every half year without valid reason. Especially when it is not my fault.
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 31, 2015.We understand that he would like his homeowners insurance policy cancelled effective March 9, 2015,and a premium refund. We appreciate the opportunity to address his concerns.If Mr. [redacted] can...
provide closing papers showing he sold his home on March 9, 2015, we will considerbackdating the cancellation and providing an additional refund. We contacted Mr. [redacted] today andinformed him of the same.If you have any questions about this information, you may contact me at I ###-###-####, Ext. [redacted].
Dear Mr. [redacted]:Thank you for sending the complaint filed by Mr. [redacted], which we received on March 3, 2016. We understand that he would like additional information about the cancellation and billing on his policy. We appreciate the opportunity to address his concerns and feel the following...
timeline will help provide clarity.• On August 11, 2013, Mr. [redacted] started his automobile insurance policy. He elected an automated billing method that would charge his full six-month premium upon his renewal dates. Each renewal, a billing notice was sent along with his paperwork confirming that this was his billing method and when the charge would occur.• On May 29, 2015, we mailed Mr. [redacted] his August 11, 2015 renewal paperwork. Included in his renewal paperwork was a credit charge card notice indicating that we would be charging $877.62 for his August 11, 2015 through February 11, 2016 term on August 11, 2015.• On August 11, 2015, we charged $877.62 to Mr. [redacted]’s credit card, but we received a decline for the payment.• On August 12, 2015, we mailed Mr. [redacted] a notice of pending cancellation indicating that his automobile policy was set to cancel as of 12:01a.m. on August 27, 2015 for non-payment of premium.• On August 13, 2015, we placed an automated call to the phone number on file advising that there had been a payment reversal.• On August 27, 2015, Mr. [redacted]’s automobile policy cancelled for non-payment of premium.• On September 2, 2015, we mailed a cancellation letter. The letter included a bill for the $76.34 outstanding balance for the coverage we provided from August 11, 2015 through August 27, 2015. On this notice, we indicated that if we did not receive payment, Mr. [redacted] would be contacted by our collection agency.• On October 2, 2015, we mailed Mr. [redacted] another billing notice for $76.34.• On October 27, 2015, we mailed Mr. [redacted] a final reminder notice for $76.34.• On March 1, 2016, Mr. [redacted] contacted us to ask why his policy had not been cancelled as of August 11, 2015. We indicated that his policy had been set to automatically renew since its inception, and if we are not advised of the desire to cancel, we continue to renew it.If Mr. [redacted] would like us to backdate cancellation of his automobile policy, he simply needs to provide proof that he had other insurance on the dates in question. We will accept a declaration page from his current insurance company. He may send his information using one of the following options:• Fax: ###-###-#### (Attn: Policy [redacted])• Email: [redacted]• Mailing Address: Ameriprise Auto & Home Insurance P.O. Box 19054Green Bay, WI 54307-9054Once we receive that declaration page, we will review the dates and coverage to determine if a refund is warranted.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5994.Sincerely,IDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance
Thank you for sending the follow-up complaint filed by Mr. [redacted], which we received on November 17, 2015.We told Mr. Khamani his claim representative would contact him within two to three business days after we receive any supplemental damages related to the accident from [redacted], which, to date, we have not received.Per Mr. [redacted]’s request, we sent the vehicle evaluation information to him today.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The initial form that was filed online was just for a basic quote I never filed an application online. We called and spoke with someone and gave them all the information and he sent us an application to fill out and return. The representative reached out to my husband and not me who filed this claim. I did not give my husband's contact information. I feel as if this company will find any excuse not to take this policy. This company was aware of our claims before accepting the policy. The claims were on the application and were told to the representative who took our information. I would like this company to send us the full amount paid. They reviewed our written application before we paid the policy. They took our money under false pretence so I want a full refund.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 27,2015. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.On February 10,2015 Mr. [redacted] gave a statement regarding the details of...
the accident that occurred onFebruary 8, 2015. In his statement he advised there was a rockslide in which boulders were falling from themountainside onto the road he was traveling. He stated he swerved to miss a boulder in the road, but hestruck it with the driver's side rear wheel. The adjuster confirmed the boulder was stationary when he hit it.Based on this information, Mr. [redacted] was advised the loss would fall under his Collision coverage, and his$500 Collision deductible would apply. He was also advised this would be considered a not-at-faultaccident. We did not consider this as a Comprehensive loss since he collided with a rock that wasstationary in the road. If a rock falling from the mountain landed on his vehicle, it would then beconsidered under Comprehensive coverage. This claim will appear on Mr. [redacted]'s record for three years.We regret if Mr. [redacted] feels that our decision was not adequately explained to him. However, we havereviewed the recorded phone calls, and can confirm with confidence that our claim representative in noway suggested Mr. [redacted] should switch his policies. Obviously, this would run counter to our entirecustomer service philosophy. Unfortunately, the call Mr. [redacted] made to our Client Service department onOctober 26 was disconnected when he was put on hold so the representative could research his questionregarding how long the accident would stay on his record. When a call is disconnected, ourrepresentatives are instructed to call the client back; we apologize this did not happen in Mr. [redacted]'s case.We will provide additional training to the representative involved.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613 or[redacted] at ###-###-####, Ext. 5243.Jennifer Lapinskas
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 12, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On July 7, 2016 Mr. [redacted] sent us a copy of the real estate appraisal for his home. The real estate appraisal indicated 5,080 square feet of gross living area above grade and photos of 5 and a half baths.We updated the square footage from 6,459 to 5,080 square feet per the real estate appraisal received. While our inspection report indicated there were 7 full bathrooms we did not agree with that assessment and have continued to list 5 and half bathrooms in our replacement cost calculation. With the change in total living area, the updated replacement cost for the home is calculated to be $922,200. We mailed an updated renewal offer to Mr. [redacted] on July 13, 2016.It is our position that we have addressed Mr. [redacted]’s concerns regarding the difference in square footage and number bathrooms in his home. We apologize for any inconvenience that Mr. [redacted] has experienced during this process.If you have any questions about this information, you may contact me at ###-###-####, Ext. 3461.Sincerely,
Dear Mr. [redacted]:Thank you for sending the complaint filed by Ms. [redacted], which we received on January 22,2016. We appreciate the opportunity to address her concerns and believe the following timeline will helpprovide clarification.• On September 14, 2014, we mailed a new renters policy...
packet, which included a declaration page forthe term of September 27, 2014 to September 27, 2015. The named insureds on the policy were Ms.[redacted] and Ms. [redacted].• On August 14, 2015, we mailed a renewal packet that included a declarations page for the term ofSeptember 27, 2015 to September 27, 2016. The named insureds on the policy were still Ms. [redacted]and Ms. [redacted].• On October 8, 2015, Ms. [redacted] called to remove herself from the policy due to a divorce. We maileda declaration page to the address on file explaining a change had been made to the policy as well aspremium information.• On October 16, 2015, we called and left a voicemail for Ms. [redacted] to ask for Ms. [redacted]’s contactinformation.• On October 29, 2015, Ms. [redacted] called back and stated she did not have Ms. [redacted]’s contactinformation – and to the best of her knowledge, she believed that Ms. [redacted] still lived at theaddress on file.• On November 12, 2015, we mailed a notice of pending cancellation to the address on file explainingthat if the premium payment was not made by November 27, 2015, the policy would cancel for nonpayment.• On December 3, 2015 a letter of cancellation and billing notification were mailed to explain thepolicy had cancelled on November 27, 2015.• January 4, 2016, a second billing notification was mailed for the outstanding balance of $38.28.• On January 11, 2016, Ms. [redacted] called to ask why the policy had cancelled. We explained that itwas due to the non-payment of premium. We said we would backdate the effective date ofcancellation by 90 days if she could provide proof of insurance on the property. Mr. [redacted]declined and made payment for the outstanding balance due.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]s Unfortunatley, the response from Ameriprise was Not Completley true. I stated that [redacted] lived with us because he was staying here for two weeks and not permanently. Because I am new to learning how car insurance works I was confused by the representative's questions. Once I actually understood that they were adding [redacted] on to my vehicle policy I refused the coverage. My intent was to help him get his own insurance for his OWN vehicle. Next thing I knew I was being told I had no choice but to add him on as a rider to my car. I will be sending Ameriprise paperwork for where [redacted] actually lives in hopes to resolve this matter.
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 5, 2016. We understand that she feels there was a delay processing the claim. We appreciate the opportunity to address her concerns.We apologize to Ms. [redacted] for any delay she feels she experienced during...
the handling of this claim. We made numerous attempts to discuss the correction of this billing with Enterprise, but have been unsuccessful. The receipt we received for 10 days of rental totaled $509.99. Ms. [redacted] policy has a maximum daily amount of $30. Therefore, the maximum we can consider is $30 per day for 10 days or $300. We paid Enterprise $130.30 on May 9, 2016 which reflects the amount owed to them and we issued the remaining amount, $169.70 to Ms. [redacted] directly. We also sent her a letter on May 9, 2016 explaining the coverage and the payment amounts.This payment we made to Enterprise will resolve the billing issue as they agreed to correct the daily rate for Ms. [redacted] once we paid the amount due from Ameriprise. Ms. [redacted] rented a vehicle at a rate higher than her coverage amount of $30 per day, therefore, there is a balance due amount that is her responsibility and she is aware of this.We trust this resolution is to Ms. [redacted] satisfaction, but if any questions remain about this information, you may contact me at ###-###-####, Ext. 5996.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello Sir or Madam,Thank you so much for your quick response and instructions. My full name is [redacted], my mailing address is: [redacted], my email address is [redacted], my phone# ###-###-####Revdex.com complaint assigned ID [redacted].(claim# with Ameriprise Auto & Home Insurance Company [redacted])The business information:The business name is: Ameriprise Auto & Home Insurance CompanyBusiness mailing address is: IDS Property casualty Insurance Company �...⇄ /> ...⇄ contacts: 1.Elizabeth [redacted]: [redacted] ([redacted]), Please insure to send the complaint to her. Thanks. 2. Juan [redacted]: [redacted] ###-###-#### extension [redacted] (claim# with Ameriprise Insurance Company [redacted])Dear Ms. [redacted], �...⇄ 10 2016Thank you again for sending the business response from Ameriprise Insurance Company. In regards to their response letter, this company has not shown enough honesty and good faith, they are using unfair practices in handling my auto claim. In their letter, they briefly mentioned what they unilaterally communicated to me, and have disregarded all the communications and instructions from me in the past three months. I have been trying to correct them about their false statement about moving the car to my residence. I have clearly given them instructions to move the vehicle to their storage as early as August 4, 2016 via phone calls, emails, and letters to a host of representativeswhich have been named below(please see below attachments).In addition, in their response letter, they said they are doing investigation and they assigned a vehicle reconstruction expert to examine my vehicle (even about four month ago, they had said that to me), but yesterday the mechanic-[redacted] told me that since the vehicle was towed to his repair shop on June 24 2016, there has been no personnel who has visited his shop to do the investigation in the past four and half month and so far I have not seen any progress about my claim. Furthermore the communication is extremely poor and often antagonistic. I have hardly received an update from them. I did not hear or receive updates unless I made the initial contact via phone calls or emails. I feel that Ameriprise is using a delay tactic in which I feel the word “ investigation” is just an excuse.Ameriprise Insurance Company’s unfair practices in handling my auto claim also reflected in another aspect of my claim. They have been trying so hard to correlate my previous damages to this claim, although all previous damages were properly repaired. They have asked me to provide previous repair receipts which occurred four to five years ago. I don’t think many people would keep these receipts for 4 or 5 years. Although this request doesnot make much sense, I have been trying so hard to cooperate to find receipts. Luckily I was able to find one of the three receipts that they requested, and currently attempting to locate the another two receipts.To my understanding, the reason they have been trying so hard to correlate the previous damages to this claim is that this is the most effective way to be able to reduce their payment to me and their other customers in different cases. This is unfair and a cheating practice without any honesty and good faith, which is against the common morality. With this kind of business practice concept, they might save some money from my individual claim, but it may really damage their company’s image and reputation, they will lose more business than that they have saved from my claim.In order to better understand their (Ameriprise Insurance Company) unfair practice and dictating position in handling my claim, I would like to tell some situations below that lead to my claim to be handled in an unfair practice.The truth is this; they sent me a letter dated August 2, 2016 (which is attached) claiming that I stated that I intended to move the vehicle to my home initially which isa falsestatement. They have mentioned since August 4, 2016 I should be responsible for the storage cost in the repair shop. As I indicated previously in the two complaint letters to Revdex.com, after I received their letter, I immediately protested by calling Diana [redacted] as early as August 4 2016 and protested again immediately afterwards with many other representatives such as Juan [redacted], Jeniffer [redacted], Jill [redacted] and Bill [redacted]. In addition, there was another unknown name [redacted] (please see below explanation for the conversation with this [redacted]) that was contacted via phone, email and letters (which are also attached below).In the past three months, I made corrections to each of them by telling them that I did not have the intension to move the car to my residence. I am not a mechanic, I do not have the skills of a mechanic therefore, I am not knowledgeable about repairing a damaged car. In addition, I do not have the space for storing a damaged car at home; I also clearly gave them instructions to move this vehicle to their choice of storage as soon as possible. Since Diana [redacted] initially communicated to me the above mentioned false statement over the phone on August 4 2016, this false statement started passing like a cascade among their representatives, it has been passing from one to another in the following order: Diana [redacted] -Juan Stanfford - above mentioned unknown [redacted]-Bill [redacted]- Aaron [redacted]. Everyone has been repeating the previous representative’s same false statement. Among them Diana [redacted] is the first person to create this false statement, Mr. Juan [redacted] is the second and key person who disregarded all the instructions from me via phone and email in the past four month. I have tried so hard to explain to him that I did not want to move the car to my home and asked him to move the car to his choice of storage.In the past four months, Juan [redacted] refused to do anything to move the car to their storage ( I was told Juan [redacted] is the key person to handle my claim), in the meantime he has passed on the above false statement to all representatives whoever has communicated to me in the past three months. Since the beginning, Juan [redacted] has been choosing to ignore all the instructions from me no matter by phone, emails or letters and he even simply refused my request to talk to his [redacted]. I have had a hard time understanding after communicating with so many different representatives on so many occasions to move this vehicle to their storage (since the beginning of the claim, I immediately gave them the instruction to move the car to their storage. Since then I have been continuing making the correction and giving them instructions to so many different representatives), they have chosen to ignore all these communications I have reported to them. In facing so much solid evidences including phone calls, emails and letters, they still have been so persistent and choose to ignore everything including laws. As I recall I spoke with their representatives on a recorded line and would like to know if they can check back to verify the conversation ( I have requested them to check the conversation since the beginning of the protest). I am asking them out of GOOD FAITH and HOPE that this claim to be handled with honesty. If they can provide me anything such as the recording of the conversations or emails that prove that I did intend to move the car to my home previously I would be more than happy to take full responsibility for the storage cost.On August 19 2016, the above mentioned unknown name [redacted] contacted me by phone and immediately took an accusatory tone and accused me of having previously unrepaired damage on my car. Then he told me that since I had said that I wanted to move the vehicle to my home, after August 4 2016, I would be responsible for the storage cost. After a lengthy protestation, he suddenly changed his words and agreed with what I explained to him that I never said that I wanted to move the vehicle to my residence and asked him to move the vehicle to their storage. He said that twice (quote) “you didn’t say that you wanted to move the vehicle to your residence”. I hardly believed my ears and asked him to repeat what he said, he immediately repeated it twice. I was totally overwhelmed by such a quick change of his opinion.Since filing the claim on June 24, 2016, it has been about four and half months, the communication is extremely poor and often antagonistic. I have yet to receive an update from them, in the fact that I have to contact them first before hearing anything.I would greatly appreciate it if you can assist me to get this problem solvedas soon as possible.Thank you for your time and effort in helping with this situation and I look forward to hearing from you.Best Regards.[redacted]Desired Outcome:1. Timely and fairly handle my claim and close it before the end of November 2016.2. Remove the vehicle from the repair shop immediately and pay all the storage cost to the owner of the repair shop ([redacted] in [redacted] California).3. Update the progress in a reasonable frequency.4. Explain why Mr. Juan [redacted] and other representatives have ignored all my previous instruction via phone and emails about remove the vehicle from the repair shop to his choice of storage.5. Provide evidence which I prove that I intended to move the vehicle to my residence. Please...⇄ the following letter (also attached) I received from Ameriprise Insurance Company on 8/2/2016 and the screen shots about the instructions to remove the vehicle to their storage I have given to Ameriprise Insurance Company via emails:Please review the following 6 emails I sent to Mr. Juan [redacted] and other representatives on different occasions previously to ask them to remove the vehicle from the repair shop to their choice of storage, all these emails were ignored, they only agree to pay for the storage from 7/19/2016 to 8/4/2016 (17 days), (please see the email below )The following 6 emails are from my screen shots, they were sent to Mr. Juan [redacted] on different occasions:Note: On 10/4/2016 this is the first time I had Mr. Juan [redacted]’s email by asking him to provide it to me, before this date we always communicated over the phone (over the phone, many times I have asked him to move the vehicle to their storage, but he did nothing as day.From: Complaints Mailbox <[redacted]>To: [redacted] Sent: Friday, November 11, 2016 10:32 AMSubject: ComplaintHello Sir or Madam,If you would like to submit your complaint you can send it to this email. Please include the Business name,full mailing address,phone number and You full name and address.On Fri, 11 Nov at 12:09 PM , [redacted] <[redacted]> wrote: This email to for Ms. [redacted] or whoever is in charge of the complaints:I have been trying to file online complaint, but failed due to the server is down yesterday and today, could you please give me some instruction or confirm that this is due to the problem of your Revdex.com online server or other problem. Thank you so much in advance.Best regards.[redacted]
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on June 30, 2015. Weunderstand that he disagrees that he purchased a policy and is disputing the requested premium payment.We appreciate the opportunity to address his concerns and believe the following timeline will...
helpprovide clarification.• On February 25,2015, Ms. [redacted] obtained an online quote for home insurance for the propertylocated at [redacted]. Later that day, we were contacted by[redacted] from [redacted] to update a mortgagee clause and send an escrow withdrawalnotice. We explained that the policy had not been purchased yet, which prompted the mortgagerepresentative to request that we reach out to Ms. [redacted] to finalize the policy. We spoke to Ms. [redacted]and finalized the policy effective March 6, 2015. We then faxed the home insurance documentsand the escrow withdrawal notice for $1,162.34 to the mortgage company, with a payment duedate of March 22, 2015. We also sent confirmation to Mr. and Ms. [redacted].• On March 27, 2015, we mailed a second escrow withdrawal notice to both the mortgage companyand the insureds extending the due date to April 16, 2015 due to the outstanding balance of$1,162.34.• On April 21, 2015, we mailed a notice of pending cancellation to the insureds due to theoutstanding balance of $1,162.34.• On May 11, 2015, we mailed a cancellation notice due to non-payment of premium.• On May 19, 20 15, we mailed an outstanding balance notice for $209.60 for the coverage providedfrom March 6, 2015 through May 11 , 2015. This same notice was mailed June 18, 2015, as thereis still an outstanding balance due of $209.60.If Mr. [redacted] can provide documentation showing he was insured for this property with another insurancecompany, we would review that information and consider backdating the cancellation of the policyeffective the date the other policy went in to effect.If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####Sincerely,[redacted]
Thank you for sending the complaint filed by Mr. Mark [redacted], which we received on December 8, 2016.We understand that he would like an explanation regarding why we turned his account over to collectionswithout sending him a bill first. We appreciate the opportunity to address his concerns.On...
November 30, 2016, we sent Mr. [redacted]’s account to collections in error before issuing him a bill forthe $1833.63 outstanding balance.On December 9, 2016, we spoke with Mr. [redacted] and apologized for the error. We assured Mr. [redacted] thecollection notice would not affect his financial credit score. He authorized us to charge the outstandingbalance of $1833.63 to a Visa card. We are very sorry for any frustration this error caused Mr. [redacted].If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the complaint filed by Ms. [redacted], which we received on September 2, 2016. We understand that Ms. [redacted] feels there was a delay in handling this claim. We appreciate the opportunity to address this concern.We recently referred Ms. [redacted]’s claim to the appropriate...
department for recovery of her deductible and our payment amount. We apologize to her for any perceived delay regarding this recovery and in an effort to provide Ms. [redacted] excellent customer service, we sent her the Comprehensive deductible amount of $500 on September 2, 2016.We hope this resolves Ms. [redacted]’s concerns, however, if there are remaining questions about this information, you may contact me at ###-###-####, Ext. 6550.Sincerely,[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 11, 2016.We understand that he feels there was a delay processing the claim. We appreciate the opportunity toaddress his concerns.Our investigation of [redacted]’s claim is ongoing. We are in communication with [redacted]...
** andwill keep him informed of the status of his pending claim is it progresses towards conclusion.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the complaint filed by Ms. [redacted], which we received on June 6, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.Ms. [redacted]’s vehicle sustained minimal rear damage, estimated at $438,...
which we agree was caused by an unknown party striking her vehicle in the rear. However, the extensive front end damage, the vehicle has been deemed a total loss, was the result of actions by the driver of her vehicle. Ms. [redacted] told us she was slowing in traffic with her foot still on the accelerator when she was struck in the rear. After the impact, her foot remained on the accelerator, and she choose to make a right turn travelling over the curb on the west side of the intersecting street, striking one light pole, making a U-turn, travelling over the curb on the east side of the street and striking a second light pole. Ms. [redacted] reported travelled 50 feet after the minor impact to the rear of the vehicle she was driving.We maintain that this is an at-fault accident and we understand this is not the result Ms. [redacted] desires. We appreciate her tenure with our company and hope to retain her as a customer. However, we must accurately evaluate the facts of each loss and in this case, her driver exhibited negligent actions in failing to apply the brakes, and failure to control the vehicle resulting in significant vehicle damage.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5201.
Thank you for sending the complaint filed by Ms. [redacted], which we received on February 4, 2016.We understand that she disagrees with the outstanding balance owed on the homeowner’s insurancepolicy. We appreciate the opportunity to address her concerns.On February 10, 2016, I spoke with a...
representative at [redacted] and confirmed that they did notsend an escrow payment for the homeowner’s policy renewal due on November 22, 2015. Since we didnot have record that the property was sold, payment was still expected for the November 22, 2015renewal term. When we did not receive payment, the policy cancelled for non-payment of premium onJanuary 11, 2016.Upon further review, noting that Ms. [redacted] advised that the property was sold, we backdated thecancellation of Ms. [redacted]’ home policy to November 22, 2015 and wrote off the $32.99 balance.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[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.
Regards,
[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on August 18,2016. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.On July 1, 2016, Ms. [redacted] requested a quote...
through our online quoting system. On July 5, 2016, Mr.[redacted] called our sales call center and bound the policy effective July 13, 2016. At the time of the onlinequote, zero prior claims were disclosed by Ms. [redacted].On July 6, 2016 we mailed a paper application to Ms. [redacted] which we also require to be completed.We received the signed and completed application on July 19, 2016. On the application Ms. [redacted]indicated that there were two prior claims; Water Damage from November 2015 and Falling Tree fromJuly 28, 2015. Due to this newly disclosed information, the policy was no longer eligible as ourunderwriting guidelines do not allow more than one loss in the last three years. For this reason, the policywas scheduled to cancel effective September 9, 2016.On August 12, 2016, a rescission notice was mailed in error indicating the cancellation should bedisregarded. The policy cancellation notice was mailed on August 15, 2016. Although we sent therescission notice in error, the policy remains ineligible as the prior claims activity does not qualify forcoverage.I contacted Mr. [redacted] by telephone on August 25, 2016 to address the concerns outlined in thecomplaint and offer resolution. Due to the miscommunication when we initially set the policy to cancel,we have given the [redacted]s additional time to find replacement homeowners insurance.He understandsthat the policy is now scheduled to expire effective September 30, 2016.If you have any questions about this information, you may contact me at ###-###-####.Sincerely,[redacted]
Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received onSeptember 3, 2015 . We appreciate the opportunity to provide additional information.We reviewed Ms. [redacted]'s policy and confirmed that we sent all the appropriate notices to herregarding the requested renewal premium and pending cancellation of her policy. When we subsequentlydid not receive payment, the policy cancelled on August 24,2015, for non-payment of premium and wemailed the appropriate cancellation notice to her.We understand that this is not the outcome Ms. [redacted] would like; however, after reviewing the factsof the matter a second time, we respectfully maintain our decision not to reinstate the policy.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A March 21, 2016 not-at-fault accident was not my fault, it was other driver's fault. My insurance did not pay anything and my insurance premium should not affected by this incident. Why after a year and decided to increase my insurance for something that is not my fault? $100 more for half year? That is not right. Also, that is not what I heard from support person when I called in earlier this year, she told me it was because insurance increased for every one. Who should I trust? You can say what ever you want to say, but it is not acceptable to increase my insurance $100 every half year without valid reason. Especially when it is not my fault.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 31, 2015.We understand that he would like his homeowners insurance policy cancelled effective March 9, 2015,and a premium refund. We appreciate the opportunity to address his concerns.If Mr. [redacted] can...
provide closing papers showing he sold his home on March 9, 2015, we will considerbackdating the cancellation and providing an additional refund. We contacted Mr. [redacted] today andinformed him of the same.If you have any questions about this information, you may contact me at I ###-###-####, Ext. [redacted].
Dear Mr. [redacted]:Thank you for sending the complaint filed by Mr. [redacted], which we received on March 3, 2016. We understand that he would like additional information about the cancellation and billing on his policy. We appreciate the opportunity to address his concerns and feel the following...
timeline will help provide clarity.• On August 11, 2013, Mr. [redacted] started his automobile insurance policy. He elected an automated billing method that would charge his full six-month premium upon his renewal dates. Each renewal, a billing notice was sent along with his paperwork confirming that this was his billing method and when the charge would occur.• On May 29, 2015, we mailed Mr. [redacted] his August 11, 2015 renewal paperwork. Included in his renewal paperwork was a credit charge card notice indicating that we would be charging $877.62 for his August 11, 2015 through February 11, 2016 term on August 11, 2015.• On August 11, 2015, we charged $877.62 to Mr. [redacted]’s credit card, but we received a decline for the payment.• On August 12, 2015, we mailed Mr. [redacted] a notice of pending cancellation indicating that his automobile policy was set to cancel as of 12:01a.m. on August 27, 2015 for non-payment of premium.• On August 13, 2015, we placed an automated call to the phone number on file advising that there had been a payment reversal.• On August 27, 2015, Mr. [redacted]’s automobile policy cancelled for non-payment of premium.• On September 2, 2015, we mailed a cancellation letter. The letter included a bill for the $76.34 outstanding balance for the coverage we provided from August 11, 2015 through August 27, 2015. On this notice, we indicated that if we did not receive payment, Mr. [redacted] would be contacted by our collection agency.• On October 2, 2015, we mailed Mr. [redacted] another billing notice for $76.34.• On October 27, 2015, we mailed Mr. [redacted] a final reminder notice for $76.34.• On March 1, 2016, Mr. [redacted] contacted us to ask why his policy had not been cancelled as of August 11, 2015. We indicated that his policy had been set to automatically renew since its inception, and if we are not advised of the desire to cancel, we continue to renew it.If Mr. [redacted] would like us to backdate cancellation of his automobile policy, he simply needs to provide proof that he had other insurance on the dates in question. We will accept a declaration page from his current insurance company. He may send his information using one of the following options:• Fax: ###-###-#### (Attn: Policy [redacted])• Email: [redacted]• Mailing Address: Ameriprise Auto & Home Insurance P.O. Box 19054Green Bay, WI 54307-9054Once we receive that declaration page, we will review the dates and coverage to determine if a refund is warranted.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5994.Sincerely,IDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance
Thank you for sending the follow-up complaint filed by Mr. [redacted], which we received on November 17, 2015.We told Mr. Khamani his claim representative would contact him within two to three business days after we receive any supplemental damages related to the accident from [redacted], which, to date, we have not received.Per Mr. [redacted]’s request, we sent the vehicle evaluation information to him today.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The initial form that was filed online was just for a basic quote I never filed an application online. We called and spoke with someone and gave them all the information and he sent us an application to fill out and return. The representative reached out to my husband and not me who filed this claim. I did not give my husband's contact information. I feel as if this company will find any excuse not to take this policy. This company was aware of our claims before accepting the policy. The claims were on the application and were told to the representative who took our information. I would like this company to send us the full amount paid. They reviewed our written application before we paid the policy. They took our money under false pretence so I want a full refund.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 27,2015. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.On February 10,2015 Mr. [redacted] gave a statement regarding the details of...
the accident that occurred onFebruary 8, 2015. In his statement he advised there was a rockslide in which boulders were falling from themountainside onto the road he was traveling. He stated he swerved to miss a boulder in the road, but hestruck it with the driver's side rear wheel. The adjuster confirmed the boulder was stationary when he hit it.Based on this information, Mr. [redacted] was advised the loss would fall under his Collision coverage, and his$500 Collision deductible would apply. He was also advised this would be considered a not-at-faultaccident. We did not consider this as a Comprehensive loss since he collided with a rock that wasstationary in the road. If a rock falling from the mountain landed on his vehicle, it would then beconsidered under Comprehensive coverage. This claim will appear on Mr. [redacted]'s record for three years.We regret if Mr. [redacted] feels that our decision was not adequately explained to him. However, we havereviewed the recorded phone calls, and can confirm with confidence that our claim representative in noway suggested Mr. [redacted] should switch his policies. Obviously, this would run counter to our entirecustomer service philosophy. Unfortunately, the call Mr. [redacted] made to our Client Service department onOctober 26 was disconnected when he was put on hold so the representative could research his questionregarding how long the accident would stay on his record. When a call is disconnected, ourrepresentatives are instructed to call the client back; we apologize this did not happen in Mr. [redacted]'s case.We will provide additional training to the representative involved.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613 or[redacted] at ###-###-####, Ext. 5243.Jennifer Lapinskas
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 12, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On July 7, 2016 Mr. [redacted] sent us a copy of the real estate appraisal for his home. The real estate appraisal indicated 5,080 square feet of gross living area above grade and photos of 5 and a half baths.We updated the square footage from 6,459 to 5,080 square feet per the real estate appraisal received. While our inspection report indicated there were 7 full bathrooms we did not agree with that assessment and have continued to list 5 and half bathrooms in our replacement cost calculation. With the change in total living area, the updated replacement cost for the home is calculated to be $922,200. We mailed an updated renewal offer to Mr. [redacted] on July 13, 2016.It is our position that we have addressed Mr. [redacted]’s concerns regarding the difference in square footage and number bathrooms in his home. We apologize for any inconvenience that Mr. [redacted] has experienced during this process.If you have any questions about this information, you may contact me at ###-###-####, Ext. 3461.Sincerely,
Dear Mr. [redacted]:Thank you for sending the complaint filed by Ms. [redacted], which we received on January 22,2016. We appreciate the opportunity to address her concerns and believe the following timeline will helpprovide clarification.• On September 14, 2014, we mailed a new renters policy...
packet, which included a declaration page forthe term of September 27, 2014 to September 27, 2015. The named insureds on the policy were Ms.[redacted] and Ms. [redacted].• On August 14, 2015, we mailed a renewal packet that included a declarations page for the term ofSeptember 27, 2015 to September 27, 2016. The named insureds on the policy were still Ms. [redacted]and Ms. [redacted].• On October 8, 2015, Ms. [redacted] called to remove herself from the policy due to a divorce. We maileda declaration page to the address on file explaining a change had been made to the policy as well aspremium information.• On October 16, 2015, we called and left a voicemail for Ms. [redacted] to ask for Ms. [redacted]’s contactinformation.• On October 29, 2015, Ms. [redacted] called back and stated she did not have Ms. [redacted]’s contactinformation – and to the best of her knowledge, she believed that Ms. [redacted] still lived at theaddress on file.• On November 12, 2015, we mailed a notice of pending cancellation to the address on file explainingthat if the premium payment was not made by November 27, 2015, the policy would cancel for nonpayment.• On December 3, 2015 a letter of cancellation and billing notification were mailed to explain thepolicy had cancelled on November 27, 2015.• January 4, 2016, a second billing notification was mailed for the outstanding balance of $38.28.• On January 11, 2016, Ms. [redacted] called to ask why the policy had cancelled. We explained that itwas due to the non-payment of premium. We said we would backdate the effective date ofcancellation by 90 days if she could provide proof of insurance on the property. Mr. [redacted]declined and made payment for the outstanding balance due.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].