Thank you for sending the complaint filed by Mr. [redacted]s, which we received on [redacted] 1, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On March 16, 2016, Mr. [redacted]s requested the addition of [redacted]...
[redacted] and a 1994 Ford Ranger to his policy and also get a quote. We questioned if [redacted] resided in the household? Mr. [redacted]s said, yes. We questioned who the 1994 Ford Ranger was titled to? Mr. [redacted] said to [redacted]’s mother. We questioned what the relationship was between him and [redacted]? He said [redacted] was his step mother’s little brother. We again confirmed that [redacted] resided in the household and Mr. [redacted] stated yes. We questioned if [redacted] had other insurance? Mr. [redacted] said, no.We informed Mr. [redacted] we would not be able to add the vehicle due to the titling of the vehicle, but we would be able to add [redacted] to the policy. Mr. [redacted] said, ok and wanted to know if this would provide [redacted] insurance? We informed him it would but there would be no coverage for the vehicle. He understood.Once we informed Mr. [redacted] of the premium with [redacted] added to the policy he stated he did not want to add [redacted] to the policy if his premium was going to increase. We informed Mr. [redacted] that because [redacted] is a licensed driver in the household without other insurance he would need to be listed as a driver on the policy.If Mr. [redacted] can provide documentation that [redacted] permanently resides at a different residence and/or has other insurance with Bodily Injury limits equal to his, we remain willing to consider removing him from the policy.For reference, our Insured Person guideline includes the following:"We will pay damages for which an insured person is legally liable because of bodily injury or property damage resulting from the ownership, maintenance or use of a car or utility trailer. An insured person means: you or a relative; a person using your insured car. A relative is defined as a person living in your household and related to you by blood, marriage or adoption, including a ward or foster child and who doesn't own a car and whose spouse doesn't own a car."If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.Sincerely,
Thank you for sending the complaint filed by our insured, Ms. [redacted], which we received on July 2,2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunityto address her concerns.On January 8, 2015, Ms. [redacted] reported an accident in the parking lot at...
[redacted] Medical Center inChula Vista, California. We obtained statements from both drivers who confmned they were both backingout of parking spaces when their vehicles collided. Ms. [redacted] has maintained she had more control of theaisle when the claimant backed into her vehicle.Unfortunately, the claimant's insurance company, AAA Insurance, disagreed with our assessment ofliability and found Ms. [redacted] 100% responsible for backing into their insured's stopped vehicle. We couldnot reach an agreement with AAA as to who was at fault for this accident; therefore, we are sending thecase to Intercompany Arbitration where an independent arbitrator will determine if there is sufficientevidence to recover both Ms. [redacted]'s $500 deductible as well as our payment.On January 27,2015, we explained to Ms. [redacted] that she would be responsible for paying the $500Collision deductible while we paid the remaining $1,766.08 to repair the damage to her vehicle. We saidwe would attempt to recover her deductible from AAA, but we could not guarantee that we would besuccessful.Regardless of who is responsible for the accident, the deductible is owed once repairs are completed. Weimmediately attempt to recover the deductible when our insured is not responsible and the other insurancecompany agrees. However, in the event of a parking lot accident, it is often difficult to place one party atfault rather than the other, particularly when the parties disagree as to how the accident happened.Ms. [redacted] does have the option of pursuing her $500 deductible directly from AAA. Their contactinformation is:[redacted]
[redacted]
[redacted]
[redacted]
[redacted]We understand that Ms. [redacted] is frustrated with the length of lime is taking to recover her deductible. It isalways our intention to resolve all claims quickly, but when a case goes to arbitration, it does requiremore time. We regret that Ms. [redacted] feels there is a delay, but we assure you that it is not in any wayintentional.If you have any questions about this infoffi1ation, you may contact me at ###-###-####5, Ext. ####.Sincerely,[redacted]
Thank you for sending the complaint filed by Mr.[redacted], which we received on November 23, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We would like to assure Mr. [redacted] that he has coverage on his auto...
policy for comprehensive losses which include water damage. However, the auto insurance policy does not cover losses that occur over a period of time.Our appraiser inspected Mr. [redacted]’s 2008 BMW with the shop’s service technician present and the technician pointed out the cause of the problem, which is a plugged drain. With each water event, the drain retains water as it is partially plugged. The overflow water runs into the container housing the electrical modules. The technician reported that when he opened this container, the modules were completely submerged. Our appraiser inspected them individually, and identified corrosion within the electrical connection of the modules. The presence of corrosion identifies this as a problem occurring over a period of time as a result of wear on the modules from exposure to the water.We understand Mr. [redacted]’s frustration with the situation, however, we must respectfully maintain our denial of Mr. [redacted]’s claim.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 1,2015. We understand that she disagrees with our decision regarding the claim. We appreciate theopportunity to address her concerns.In response to Ms. [redacted]'s complaint, we reviewed the facts of the...
loss and reconsidered our position.We will provide coverage for the damages claimed and, today, have issued payment in the amount of$8,329.60 based on the estimate provided by Ms. [redacted]'s contractor.We apologize for the frustration Ms. [redacted] experienced during the claims process. It is always ourintention to provide quality customer service and treat all of the parties involved during the claim processwith respect, compassion and professionalism. We regret that we failed to meet Ms. [redacted]'sexpectations while settling this claim. The chain of events leading to her feedback has been reviewed, andwe will use what we have learned as an opportunity to improve our processes going forward.If you have any questions about this information, you may contact me at I ###-###-####, Ext. [redacted].
Thank you for sending the complaint filed by Ms. [redacted], which we received on June 23,2015. We understand that she would like an explanation of why her policy was not cancelled. Weappreciate the opportunity to address her concerns.We believe the following timeline will provide...
clarification.• On June 18, 2010, we issued Ms. [redacted] a renter's policy and we mailed all of the appropriatepaperwork to her.• With Ms. [redacted]'s authorization, we issued her policy on a credit card full payment plan.• On May 5,2015, we mailed Ms. [redacted] her renewal and payment notice for the June 18, 2015,to June 18, 2016, policy term.• On June 18,2015, we attempted to charge $251.59 to Ms. [redacted]'s American Express cardending in [redacted], and it was returned to us as declined.• On June 19, 2015, we sent notice of pending cancellation informing Ms. [redacted] we would needpayment by July 4, 2015, or the policy would cancel for non-payment of premium.• On June 20, 2015, we placed an automated call to Ms. [redacted] informing her of the paymentreversal.• On June 22, 2015, Ms. [redacted] called to inform us that this policy should have been cancelledback in August of 2013, when she moved in with her sister. We informed Ms. [redacted] her policyautomatically renews unless she requests cancellation of her policy.We informed Ms. [redacted] the policy allows the insured to cancel the policy anytime; however, itstipulates that the cancel date must be later than the date it is requested:You may cancel this policy by returning it to us or by notifying us in writing of the date to cancel, whichmust be later than the date you mail or deliver it to us.When the policy is cancelled appropriately, we provide a pro rata refund to the insured according to thefollowing policy provision:When this policy is cancelled, the premium paid beyond the date of cancellation will be refunded. Therefund premium will be pro rata. This means that we'll keep premium for only those days that you wereprotected.Prior to June 22, 2015, our last conversation with Ms. [redacted] was on August 2, 20 12, when shecalled to update the credit card listed on her policy. If Ms. [redacted] would have had a loss during thistime period, we would have covered it.We cancelled Ms. [redacted] renter's policy effective for June 18,2015, and she asked us to provideher copies of the renewal information we mailed to her for her 20 12, 2013, and 2014 policy terms, alongwith a copy of the policy booklet and her cancellation notice. We mailed the requested copies to her onJune 24, 2015.
Thank you for sending the complaint filed by Ms. [redacted], which we received on July 13, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.Ms. ** was involved in an auto accident on May 14, 2015. She advised us she was injured in the loss, but did not receive any medical treatment following the accident and travelled internationally for a period of time post-accident. After a gap of 42 days, Ms. ** sought medical treatment. She is asking that we consider all medical costs she incurred as well as reimbursement for her lost time. We extended offers to Ms. **, but explained we cannot consider all the medical charges she incurred due to the gap between the accident date and her treatment dates. She is currently considering our most recent offer of July 11, 2016.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5183.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on March 11,2015.We understand that he would like additional details surrounding a change in premiwn. We appreciate theopportunity to address his concerns.Upon Mr. [redacted]'s policy renewal effective June 5, 2014, his...
policy premium increased from $906.90 to$1,766.90. The premium increase was due to the addition of two violations to his driving history. Thisresulted in a premium surcharge as well as the loss of the Good Driver Discount.[redacted] Proposition 103 does not "require" a specific surcharge for violations; however, it does requirethat driving history is the first and most heavily weighted consideration in the detennination of premiums.Although there are many factors that affect auto insurance premium, because driving history is given themost weight in the rate making process, surcharges for violations and accidents are significant.Mr. [redacted]'s premium increased again from $1,766.90 to $2,435.87 when the policy renewed effectiveDecember 5, 2014. This premium increase was due to a new vehicle on the policy and an increase in hisanllual miles driven.The rates used to calculate Mr. [redacted]'s premium are the same rates used to calculate all of our [redacted]policyholders' premiums. These rates are filed and were approved by the [redacted] Department ofInsurance, and we are not allowed to deviate from them.We understand that in today's tough economic environment that an increase of any amount is a difficultmessage to receive, but we must occasionally make rate adjustments to align the premiums we chargewith the risks we insure. We make these adjustments to ensure that we are able to fulfill our promises topolicyholders when they have suffered a loss.
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.
The response from Ameriprise still contends that the square footage and number of bathrooms are correct. I live in my house every day and know how many bathrooms I have, they are welcome to come and count them with me. This is insulting.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am only accepting this because I don't want to go back and fourth with this, I am not happy and will never recommend this company to anyone, I understand Companies have policies but this one this one is absurd. 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 follow-up complaint filed by Mr. [redacted], which we received onSeptember 15, 2015. We appreciate the opportunity to address his additional concerns.We are unable to alter our decision regarding the roof repairs, as we have researched any reported andtracked storms using professional, reputable databases ([redacted]).We received the interior estimate from [redacted]. Their estimate was for $2,000. A payment for$1,000 was issued on September 15, 2015, which reflects the deduction of the $1,000 policy deductible.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 July 6, 2015. Weunderstand that she disagrees with our decision regarding the claim. We appreciate the opportunity toaddress her concerns.Ms. [redacted] filed a home claim on June 9, 2015, with a loss description of...
"black dust all over goods,beds, walls and cabinets." We advised the insured that we would assign an independent appraiser toinspect the damage prior to our coverage determination. We also reviewed the policy langnage, includingthe 17 named perils and amendments, with Ms. [redacted] and emailed a copy of the policy booklet to her.The inspection report and photographs revealed mold growth throughout the home, likely due to a longterm toilet leak and long term siding leak at the deck above the living room. Unfortunately the damage isnot a named peril and, therefore, we were unable to extend coverage for Ms. [redacted] ' loss. We discussedthe results with Ms. [redacted] and followed up with a written explanation outlining the policy language.We are truly sorry that Ms. [redacted] experienced this unfortunate event, and we understand that this is notthe outcome she would like. Regrettably, after reviewing the facts of the loss and our investigation resultsa second time, we respectfully maintain our denial of the claim.
Thank you for sending the complaint filed by Ms. Lydia [redacted], which we received on January 29, 2016.We understand that she feels there was a delay processing the claim. We appreciate the opportunity toaddress her concerns.We are pleased to advise you that we sent a payment for $415.20 to Ms. [redacted]...
for her diminished valueclaim on February 3, 2016.We adhere to industry standards for each state when determining the amount owed for diminished value.The amount owed is based on the actual case value of the vehicle at the time of loss, which wedetermined to be $9,670.That amount was reduced by a standard 10% loss of value, which resulted in a base figure of $967. Inaddition, we assigned a factor based on the severity of the damage the vehicle sustained (with 1.00 beingthe highest possible); Ms. [redacted]’s vehicle was assessed .80 due to the damage to the rear panel andvehicle frame. We also consider the mileage on the vehicle at the time of the loss and compare it to100,000 miles, which is the maximum mileage for retail sale. Her vehicle had 46,329 miles; therefore, themodifier used was .537. More specifically, the calculations were as follows: KBB Actual Cash Value: $9,670.00Previous Diminished Value Adjustment: $0.00Previous Loss Adjustment: $0.00Adjusted Actual Cash Value: $9,670.00ACV Modifier 10%: x .10Base Diminished Value: $967.00Damage Severity Modifier: x 0.80Mileage Modifier: x 0.537Calculated Diminished Value: $415.20If 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. We still have a few outstanding issues which I am told are in process and hope for timely resolution - first being the payment for water extraction done by [redacted] and the second being aonal damages not covered by initial settlement check. A second adjuster inspected the damage yesterday and will be submitting his findings and hopefully the necessary adjustment will be made accordingly.
Regards,
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 24, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.We wrote an estimate to repair the damage to Ms. [redacted]’ vehicle to...
return it to the condition it was in prior to the loss of March 8, 2016 including a remanufactured bumper. We sent her payment of $552.48 on April 13, 2016. We authorized one day of rental for Ms. [redacted] as her repairs include 4.7 labor hours and we estimate repair shops schedule five hours per day to conduct repairs. If Ms. [redacted]’ shop of choice requires more time for repairs, we have explained to her that the shop will contact us to discuss and if justified, we will certainly considered more rental.We assured Ms. [redacted] if her repair shop of choice has questions, or finds a need for additional time or parts, we will work with them to resolve such issues.Ms. [redacted] feels she is owed diminished value because of this loss. We explained to her that without structural damage, no diminishment in value exists, however, we agreed to review this once her repairs are complete.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 6, 2015.We understand that she disagrees with our decision regarding her claims. We appreciate the opportunityto address her concerns.Claim 1927501 was for damage to cabinetry caused by a leak from the...
dishwasher. After reviewing thedamage to the cabinetry, we is[redacted]d a denial because there had been repeated leaking that caused heavydamage and staining over a period of time. The damage to the wood flooring on the back side of thecabinets was more sudden in nature, as there were no long-term indicators that repeated damage hadoccurred. We will have our adjuster create an estimate for the flooring repair. Once the estimate iscompleted, we will follow up with Ms. [redacted] to discuss it.Claim 1927503 was for a suspected leak in the shower. The plumbing was inspected by American LeakDetection, and no leak was found. Therefore, we is[redacted]d a denial, and we were unable to contribute to thetile and carpeting Ms. [redacted] removed.We explain to clients at the outset of a claim that we have to fully investigate the matter before we canconfirm coverage will be available. We are especially clear on that point so clients do not begin repairsbefore we have made a determination. We regret that our explanation seems to have given Ms.[redacted] the impression we made our determination before the investigation began, because thatcertainly was not the case.If you have any questions about this information, you may contact me at I ###-###-####, Ext. 3024.
Thank you for sending the complaint filed by Dr. [redacted], which we received on March 11, 2016. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.Dr. [redacted] submitted a claim to us for damage to his fence and...
concrete damage to his driveway, both of which he reported were caused by rain water. During our initial conversation, we explained that there is no coverage under his policy for surface water (rain water) damage.Our appraiser inspected the premise and determined the fence damage was the result of rain water drainage and repeated accumulation of that water, which resulted in the ground shifting under the fence.The damage to the concrete driveway occurred in increments over a long period of time from surface water and cold weather. It should be noted that the driveway shows signs of old crack filler in this area.We sent a denial letter on March 9, 2016 explaining our decision and outlining the applicable policy language as follows:Section I Property ProtectionExclusions3. Water damage, meaning:a) Flood, surface water, waves, tidal water, overflow of a body of water or spray from any of these, whether or not driven by wind;b) Water or water-borne material which backs up through sewers or drains or which overflows or is discharged from a sump, sump pump or related equipment.c) Water or water-borne material below the surface of the ground, including water which exerts pressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure; ord) Release of water held by a dam, levee or dike or by a water or flood control device; caused by or resulting from human or animal forces or any act of nature.Direct loss by fire, explosion or theft resulting from water damage is covered.[redacted]We do not cover loss caused directly or indirectly by any of the following, whether or not any other cause or happening contributes concurrently or in any sequence to the loss:Under Dwelling and Other Structures Coverages, we do not cover loss resulting directly or indirectly from:3. Faulty, inadequate or defective:a) construction, reconstruction, repair, remodeling or renovation;b) materials used on construction, reconstruction, repair, remodeling or renovation;c) design, workmanship, specifications;d) siting, surveying, zoning, planning, development, grading or compaction; ore) maintenance of a part or all of the residence premises or any other property;4. Wear and tear; marring or scratching; deterioration; damage which occurs over a period of time, or from lack of normal maintenance; defective materials and workmanship; inherent vice; latent defect; mechanical breakdown; fungus; rust; mold; wet or dry rot; discharge, dispersal or release of pollutants or contaminants; smog; smoke from agricultural smudging or industrial operations; settling, cracking, shrinkage, bulging or expansion of pavement, patios, foundations, walls, floors, roofs or ceilings; birds, vermin, rodents, insects or domestic animals.If any of these cause water damage not otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the water including the cost of tearing out and replacing any part of a building necessary to repair the system or appliance. We do not cover loss to the system or appliance from which this water escaped.If you have any questions about this information, you may contact me at ###-###-####, Ext. [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 follow-up complaint filed by Ms. [redacted], which we received on July20, 2015 . We appreciate the opportunity to address her additional concerns surrounding the reinstatementof the policy.On July 17, 2015, we informed Ms. [redacted] that we will reinstate her policy without a lapse in coverage.Ms. [redacted] accepted our offer and the policy was reinstated without a lapse in coverage effective June22,2015.We will provide a refund if Ms. [redacted] is able to provide proof of continuous coverage with anothercompany from June 22, 2015 to July 17, 2015.Ms. [redacted] also has the option of backdating the cancellation of her policy with her new insurancecompany by providing them a copy of her Ameriprise declarations page showing continuous coveragesince JWle 22, 20 15. She would then receive a refund from them.
Thank you for sending the complaint filed by Ms. [redacted], which we received on November 7,20 14. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.On August 29,2014, we mailed Ms. [redacted] notice of...
pending cancellation to the address on file, explainingthat due to Ms. [redacted]'s driving history she is ineligible for coverage with our company. Weinformed Ms. [redacted] that if we obtained a driver exclusion form for Ms. [redacted] prior to the November I,2014 non-renewal date, coverage could continue.We did not receive the driver exclusion for Ms. [redacted] by November 1,2014; therefore, the policycancelled.On November 4,2014, Ms. [redacted] contacted us to see if we could reinstate her policy. She spoke with oneof our supervisors and was mistakenly told if we received the signed driver exclusion form we would beable to issue her a new policy effective for the date this policy cancelled. We emailed a new driverexclusion form to Ms. [redacted] at [redacted].Ms. [redacted] received the form on November 4, 2014; she immediately completed the form and returned it tous, She also called and verified the form was received. We confirmed it was - but we also said that wehad reviewed her policy for reinstatement, and it was denied because the form had not been received priorto the cancellation date. Ms. [redacted] stated that she did not receive the form that we sent on August 29, 2014and asked to whom it was mailed. We informed her that the notice of pending cancellation and the driverexclusion form were sent certified mail, and we provided her proof of the mailing.On November 6, 2014, Ms. [redacted] emailed us expressing her concerns about the cancellation of her policy,We reviewed the initial phone conversation Ms. [redacted] had on November 4,2014, and it confirmed that weinformed her if we received the driver exclusion form we would reinstate the policy.We called and left messages for Ms. [redacted] on November 6 and November 11,2014, informing her that thedriver exclusion form we received on November 4,2014 was invalid, but if we received a correctlycompleted form we would be able to issue her a new policy without a lapse in coverage.We understand that Ms. [redacted] has obtained insurance with a new company, but if she provides theeffective date of her new policy and verifies there have been no losses from the date her policy with uscancelled through the date she obtained her new insurance, we will provide coverage for that timeframe.In addition, once that information is verified, we will be able to assist Ms. [redacted] with her fines from theMaryland Department of Motor Vehicles. We will need her to provide the case numbers and the vehiclesto which the fines are being applied; that will allow us to confirm with the state that we will be providingcoverage during the lapsed time - and the fines would then be waived.We apologize for the frustration we have caused Ms. [redacted]. It is always our goal to provide outstandingservice to our clients, and we will provide additional training to the individual involved to improve futureinteractions.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]
Thank you for sending the complaint filed by Mr. [redacted]s, which we received on [redacted] 1, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On March 16, 2016, Mr. [redacted]s requested the addition of [redacted]...
[redacted] and a 1994 Ford Ranger to his policy and also get a quote. We questioned if [redacted] resided in the household? Mr. [redacted]s said, yes. We questioned who the 1994 Ford Ranger was titled to? Mr. [redacted] said to [redacted]’s mother. We questioned what the relationship was between him and [redacted]? He said [redacted] was his step mother’s little brother. We again confirmed that [redacted] resided in the household and Mr. [redacted] stated yes. We questioned if [redacted] had other insurance? Mr. [redacted] said, no.We informed Mr. [redacted] we would not be able to add the vehicle due to the titling of the vehicle, but we would be able to add [redacted] to the policy. Mr. [redacted] said, ok and wanted to know if this would provide [redacted] insurance? We informed him it would but there would be no coverage for the vehicle. He understood.Once we informed Mr. [redacted] of the premium with [redacted] added to the policy he stated he did not want to add [redacted] to the policy if his premium was going to increase. We informed Mr. [redacted] that because [redacted] is a licensed driver in the household without other insurance he would need to be listed as a driver on the policy.If Mr. [redacted] can provide documentation that [redacted] permanently resides at a different residence and/or has other insurance with Bodily Injury limits equal to his, we remain willing to consider removing him from the policy.For reference, our Insured Person guideline includes the following:"We will pay damages for which an insured person is legally liable because of bodily injury or property damage resulting from the ownership, maintenance or use of a car or utility trailer. An insured person means: you or a relative; a person using your insured car. A relative is defined as a person living in your household and related to you by blood, marriage or adoption, including a ward or foster child and who doesn't own a car and whose spouse doesn't own a car."If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.Sincerely,
Thank you for sending the complaint filed by our insured, Ms. [redacted], which we received on July 2,2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunityto address her concerns.On January 8, 2015, Ms. [redacted] reported an accident in the parking lot at...
[redacted] Medical Center inChula Vista, California. We obtained statements from both drivers who confmned they were both backingout of parking spaces when their vehicles collided. Ms. [redacted] has maintained she had more control of theaisle when the claimant backed into her vehicle.Unfortunately, the claimant's insurance company, AAA Insurance, disagreed with our assessment ofliability and found Ms. [redacted] 100% responsible for backing into their insured's stopped vehicle. We couldnot reach an agreement with AAA as to who was at fault for this accident; therefore, we are sending thecase to Intercompany Arbitration where an independent arbitrator will determine if there is sufficientevidence to recover both Ms. [redacted]'s $500 deductible as well as our payment.On January 27,2015, we explained to Ms. [redacted] that she would be responsible for paying the $500Collision deductible while we paid the remaining $1,766.08 to repair the damage to her vehicle. We saidwe would attempt to recover her deductible from AAA, but we could not guarantee that we would besuccessful.Regardless of who is responsible for the accident, the deductible is owed once repairs are completed. Weimmediately attempt to recover the deductible when our insured is not responsible and the other insurancecompany agrees. However, in the event of a parking lot accident, it is often difficult to place one party atfault rather than the other, particularly when the parties disagree as to how the accident happened.Ms. [redacted] does have the option of pursuing her $500 deductible directly from AAA. Their contactinformation is:[redacted]
[redacted]
[redacted]
[redacted]
[redacted]We understand that Ms. [redacted] is frustrated with the length of lime is taking to recover her deductible. It isalways our intention to resolve all claims quickly, but when a case goes to arbitration, it does requiremore time. We regret that Ms. [redacted] feels there is a delay, but we assure you that it is not in any wayintentional.If you have any questions about this infoffi1ation, you may contact me at ###-###-####5, Ext. ####.Sincerely,[redacted]
Thank you for sending the complaint filed by Mr.[redacted], which we received on November 23, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We would like to assure Mr. [redacted] that he has coverage on his auto...
policy for comprehensive losses which include water damage. However, the auto insurance policy does not cover losses that occur over a period of time.Our appraiser inspected Mr. [redacted]’s 2008 BMW with the shop’s service technician present and the technician pointed out the cause of the problem, which is a plugged drain. With each water event, the drain retains water as it is partially plugged. The overflow water runs into the container housing the electrical modules. The technician reported that when he opened this container, the modules were completely submerged. Our appraiser inspected them individually, and identified corrosion within the electrical connection of the modules. The presence of corrosion identifies this as a problem occurring over a period of time as a result of wear on the modules from exposure to the water.We understand Mr. [redacted]’s frustration with the situation, however, we must respectfully maintain our denial of Mr. [redacted]’s claim.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 1,2015. We understand that she disagrees with our decision regarding the claim. We appreciate theopportunity to address her concerns.In response to Ms. [redacted]'s complaint, we reviewed the facts of the...
loss and reconsidered our position.We will provide coverage for the damages claimed and, today, have issued payment in the amount of$8,329.60 based on the estimate provided by Ms. [redacted]'s contractor.We apologize for the frustration Ms. [redacted] experienced during the claims process. It is always ourintention to provide quality customer service and treat all of the parties involved during the claim processwith respect, compassion and professionalism. We regret that we failed to meet Ms. [redacted]'sexpectations while settling this claim. The chain of events leading to her feedback has been reviewed, andwe will use what we have learned as an opportunity to improve our processes going forward.If you have any questions about this information, you may contact me at I ###-###-####, Ext. [redacted].
Thank you. The website will not complete my entry, but I accept the response.I appreciate your help![redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on June 23,2015. We understand that she would like an explanation of why her policy was not cancelled. Weappreciate the opportunity to address her concerns.We believe the following timeline will provide...
clarification.• On June 18, 2010, we issued Ms. [redacted] a renter's policy and we mailed all of the appropriatepaperwork to her.• With Ms. [redacted]'s authorization, we issued her policy on a credit card full payment plan.• On May 5,2015, we mailed Ms. [redacted] her renewal and payment notice for the June 18, 2015,to June 18, 2016, policy term.• On June 18,2015, we attempted to charge $251.59 to Ms. [redacted]'s American Express cardending in [redacted], and it was returned to us as declined.• On June 19, 2015, we sent notice of pending cancellation informing Ms. [redacted] we would needpayment by July 4, 2015, or the policy would cancel for non-payment of premium.• On June 20, 2015, we placed an automated call to Ms. [redacted] informing her of the paymentreversal.• On June 22, 2015, Ms. [redacted] called to inform us that this policy should have been cancelledback in August of 2013, when she moved in with her sister. We informed Ms. [redacted] her policyautomatically renews unless she requests cancellation of her policy.We informed Ms. [redacted] the policy allows the insured to cancel the policy anytime; however, itstipulates that the cancel date must be later than the date it is requested:You may cancel this policy by returning it to us or by notifying us in writing of the date to cancel, whichmust be later than the date you mail or deliver it to us.When the policy is cancelled appropriately, we provide a pro rata refund to the insured according to thefollowing policy provision:When this policy is cancelled, the premium paid beyond the date of cancellation will be refunded. Therefund premium will be pro rata. This means that we'll keep premium for only those days that you wereprotected.Prior to June 22, 2015, our last conversation with Ms. [redacted] was on August 2, 20 12, when shecalled to update the credit card listed on her policy. If Ms. [redacted] would have had a loss during thistime period, we would have covered it.We cancelled Ms. [redacted] renter's policy effective for June 18,2015, and she asked us to provideher copies of the renewal information we mailed to her for her 20 12, 2013, and 2014 policy terms, alongwith a copy of the policy booklet and her cancellation notice. We mailed the requested copies to her onJune 24, 2015.
Thank you for sending the complaint filed by Ms. [redacted], which we received on July 13, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.Ms. ** was involved in an auto accident on May 14, 2015. She advised us she was injured in the loss, but did not receive any medical treatment following the accident and travelled internationally for a period of time post-accident. After a gap of 42 days, Ms. ** sought medical treatment. She is asking that we consider all medical costs she incurred as well as reimbursement for her lost time. We extended offers to Ms. **, but explained we cannot consider all the medical charges she incurred due to the gap between the accident date and her treatment dates. She is currently considering our most recent offer of July 11, 2016.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5183.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on March 11,2015.We understand that he would like additional details surrounding a change in premiwn. We appreciate theopportunity to address his concerns.Upon Mr. [redacted]'s policy renewal effective June 5, 2014, his...
policy premium increased from $906.90 to$1,766.90. The premium increase was due to the addition of two violations to his driving history. Thisresulted in a premium surcharge as well as the loss of the Good Driver Discount.[redacted] Proposition 103 does not "require" a specific surcharge for violations; however, it does requirethat driving history is the first and most heavily weighted consideration in the detennination of premiums.Although there are many factors that affect auto insurance premium, because driving history is given themost weight in the rate making process, surcharges for violations and accidents are significant.Mr. [redacted]'s premium increased again from $1,766.90 to $2,435.87 when the policy renewed effectiveDecember 5, 2014. This premium increase was due to a new vehicle on the policy and an increase in hisanllual miles driven.The rates used to calculate Mr. [redacted]'s premium are the same rates used to calculate all of our [redacted]policyholders' premiums. These rates are filed and were approved by the [redacted] Department ofInsurance, and we are not allowed to deviate from them.We understand that in today's tough economic environment that an increase of any amount is a difficultmessage to receive, but we must occasionally make rate adjustments to align the premiums we chargewith the risks we insure. We make these adjustments to ensure that we are able to fulfill our promises topolicyholders when they have suffered a loss.
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.
The response from Ameriprise still contends that the square footage and number of bathrooms are correct. I live in my house every day and know how many bathrooms I have, they are welcome to come and count them with me. This is insulting.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am only accepting this because I don't want to go back and fourth with this, I am not happy and will never recommend this company to anyone, I understand Companies have policies but this one this one is absurd. 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 follow-up complaint filed by Mr. [redacted], which we received onSeptember 15, 2015. We appreciate the opportunity to address his additional concerns.We are unable to alter our decision regarding the roof repairs, as we have researched any reported andtracked storms using professional, reputable databases ([redacted]).We received the interior estimate from [redacted]. Their estimate was for $2,000. A payment for$1,000 was issued on September 15, 2015, which reflects the deduction of the $1,000 policy deductible.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 July 6, 2015. Weunderstand that she disagrees with our decision regarding the claim. We appreciate the opportunity toaddress her concerns.Ms. [redacted] filed a home claim on June 9, 2015, with a loss description of...
"black dust all over goods,beds, walls and cabinets." We advised the insured that we would assign an independent appraiser toinspect the damage prior to our coverage determination. We also reviewed the policy langnage, includingthe 17 named perils and amendments, with Ms. [redacted] and emailed a copy of the policy booklet to her.The inspection report and photographs revealed mold growth throughout the home, likely due to a longterm toilet leak and long term siding leak at the deck above the living room. Unfortunately the damage isnot a named peril and, therefore, we were unable to extend coverage for Ms. [redacted] ' loss. We discussedthe results with Ms. [redacted] and followed up with a written explanation outlining the policy language.We are truly sorry that Ms. [redacted] experienced this unfortunate event, and we understand that this is notthe outcome she would like. Regrettably, after reviewing the facts of the loss and our investigation resultsa second time, we respectfully maintain our denial of the claim.
Thank you for sending the complaint filed by Ms. Lydia [redacted], which we received on January 29, 2016.We understand that she feels there was a delay processing the claim. We appreciate the opportunity toaddress her concerns.We are pleased to advise you that we sent a payment for $415.20 to Ms. [redacted]...
for her diminished valueclaim on February 3, 2016.We adhere to industry standards for each state when determining the amount owed for diminished value.The amount owed is based on the actual case value of the vehicle at the time of loss, which wedetermined to be $9,670.That amount was reduced by a standard 10% loss of value, which resulted in a base figure of $967. Inaddition, we assigned a factor based on the severity of the damage the vehicle sustained (with 1.00 beingthe highest possible); Ms. [redacted]’s vehicle was assessed .80 due to the damage to the rear panel andvehicle frame. We also consider the mileage on the vehicle at the time of the loss and compare it to100,000 miles, which is the maximum mileage for retail sale. Her vehicle had 46,329 miles; therefore, themodifier used was .537. More specifically, the calculations were as follows: KBB Actual Cash Value: $9,670.00Previous Diminished Value Adjustment: $0.00Previous Loss Adjustment: $0.00Adjusted Actual Cash Value: $9,670.00ACV Modifier 10%: x .10Base Diminished Value: $967.00Damage Severity Modifier: x 0.80Mileage Modifier: x 0.537Calculated Diminished Value: $415.20If 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. We still have a few outstanding issues which I am told are in process and hope for timely resolution - first being the payment for water extraction done by [redacted] and the second being aonal damages not covered by initial settlement check. A second adjuster inspected the damage yesterday and will be submitting his findings and hopefully the necessary adjustment will be made accordingly.
Regards,
[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 24, 2016. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.We wrote an estimate to repair the damage to Ms. [redacted]’ vehicle to...
return it to the condition it was in prior to the loss of March 8, 2016 including a remanufactured bumper. We sent her payment of $552.48 on April 13, 2016. We authorized one day of rental for Ms. [redacted] as her repairs include 4.7 labor hours and we estimate repair shops schedule five hours per day to conduct repairs. If Ms. [redacted]’ shop of choice requires more time for repairs, we have explained to her that the shop will contact us to discuss and if justified, we will certainly considered more rental.We assured Ms. [redacted] if her repair shop of choice has questions, or finds a need for additional time or parts, we will work with them to resolve such issues.Ms. [redacted] feels she is owed diminished value because of this loss. We explained to her that without structural damage, no diminishment in value exists, however, we agreed to review this once her repairs are complete.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613
Thank you for sending the complaint filed by Ms. [redacted], which we received on May 6, 2015.We understand that she disagrees with our decision regarding her claims. We appreciate the opportunityto address her concerns.Claim 1927501 was for damage to cabinetry caused by a leak from the...
dishwasher. After reviewing thedamage to the cabinetry, we is[redacted]d a denial because there had been repeated leaking that caused heavydamage and staining over a period of time. The damage to the wood flooring on the back side of thecabinets was more sudden in nature, as there were no long-term indicators that repeated damage hadoccurred. We will have our adjuster create an estimate for the flooring repair. Once the estimate iscompleted, we will follow up with Ms. [redacted] to discuss it.Claim 1927503 was for a suspected leak in the shower. The plumbing was inspected by American LeakDetection, and no leak was found. Therefore, we is[redacted]d a denial, and we were unable to contribute to thetile and carpeting Ms. [redacted] removed.We explain to clients at the outset of a claim that we have to fully investigate the matter before we canconfirm coverage will be available. We are especially clear on that point so clients do not begin repairsbefore we have made a determination. We regret that our explanation seems to have given Ms.[redacted] the impression we made our determination before the investigation began, because thatcertainly was not the case.If you have any questions about this information, you may contact me at I ###-###-####, Ext. 3024.
Thank you for sending the complaint filed by Dr. [redacted], which we received on March 11, 2016. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.Dr. [redacted] submitted a claim to us for damage to his fence and...
concrete damage to his driveway, both of which he reported were caused by rain water. During our initial conversation, we explained that there is no coverage under his policy for surface water (rain water) damage.Our appraiser inspected the premise and determined the fence damage was the result of rain water drainage and repeated accumulation of that water, which resulted in the ground shifting under the fence.The damage to the concrete driveway occurred in increments over a long period of time from surface water and cold weather. It should be noted that the driveway shows signs of old crack filler in this area.We sent a denial letter on March 9, 2016 explaining our decision and outlining the applicable policy language as follows:Section I Property ProtectionExclusions3. Water damage, meaning:a) Flood, surface water, waves, tidal water, overflow of a body of water or spray from any of these, whether or not driven by wind;b) Water or water-borne material which backs up through sewers or drains or which overflows or is discharged from a sump, sump pump or related equipment.c) Water or water-borne material below the surface of the ground, including water which exerts pressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure; ord) Release of water held by a dam, levee or dike or by a water or flood control device; caused by or resulting from human or animal forces or any act of nature.Direct loss by fire, explosion or theft resulting from water damage is covered.[redacted]We do not cover loss caused directly or indirectly by any of the following, whether or not any other cause or happening contributes concurrently or in any sequence to the loss:Under Dwelling and Other Structures Coverages, we do not cover loss resulting directly or indirectly from:3. Faulty, inadequate or defective:a) construction, reconstruction, repair, remodeling or renovation;b) materials used on construction, reconstruction, repair, remodeling or renovation;c) design, workmanship, specifications;d) siting, surveying, zoning, planning, development, grading or compaction; ore) maintenance of a part or all of the residence premises or any other property;4. Wear and tear; marring or scratching; deterioration; damage which occurs over a period of time, or from lack of normal maintenance; defective materials and workmanship; inherent vice; latent defect; mechanical breakdown; fungus; rust; mold; wet or dry rot; discharge, dispersal or release of pollutants or contaminants; smog; smoke from agricultural smudging or industrial operations; settling, cracking, shrinkage, bulging or expansion of pavement, patios, foundations, walls, floors, roofs or ceilings; birds, vermin, rodents, insects or domestic animals.If any of these cause water damage not otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the water including the cost of tearing out and replacing any part of a building necessary to repair the system or appliance. We do not cover loss to the system or appliance from which this water escaped.If you have any questions about this information, you may contact me at ###-###-####, Ext. [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 follow-up complaint filed by Ms. [redacted], which we received on July20, 2015 . We appreciate the opportunity to address her additional concerns surrounding the reinstatementof the policy.On July 17, 2015, we informed Ms. [redacted] that we will reinstate her policy without a lapse in coverage.Ms. [redacted] accepted our offer and the policy was reinstated without a lapse in coverage effective June22,2015.We will provide a refund if Ms. [redacted] is able to provide proof of continuous coverage with anothercompany from June 22, 2015 to July 17, 2015.Ms. [redacted] also has the option of backdating the cancellation of her policy with her new insurancecompany by providing them a copy of her Ameriprise declarations page showing continuous coveragesince JWle 22, 20 15. She would then receive a refund from them.
Thank you for sending the complaint filed by Ms. [redacted], which we received on November 7,20 14. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.On August 29,2014, we mailed Ms. [redacted] notice of...
pending cancellation to the address on file, explainingthat due to Ms. [redacted]'s driving history she is ineligible for coverage with our company. Weinformed Ms. [redacted] that if we obtained a driver exclusion form for Ms. [redacted] prior to the November I,2014 non-renewal date, coverage could continue.We did not receive the driver exclusion for Ms. [redacted] by November 1,2014; therefore, the policycancelled.On November 4,2014, Ms. [redacted] contacted us to see if we could reinstate her policy. She spoke with oneof our supervisors and was mistakenly told if we received the signed driver exclusion form we would beable to issue her a new policy effective for the date this policy cancelled. We emailed a new driverexclusion form to Ms. [redacted] at [redacted].Ms. [redacted] received the form on November 4, 2014; she immediately completed the form and returned it tous, She also called and verified the form was received. We confirmed it was - but we also said that wehad reviewed her policy for reinstatement, and it was denied because the form had not been received priorto the cancellation date. Ms. [redacted] stated that she did not receive the form that we sent on August 29, 2014and asked to whom it was mailed. We informed her that the notice of pending cancellation and the driverexclusion form were sent certified mail, and we provided her proof of the mailing.On November 6, 2014, Ms. [redacted] emailed us expressing her concerns about the cancellation of her policy,We reviewed the initial phone conversation Ms. [redacted] had on November 4,2014, and it confirmed that weinformed her if we received the driver exclusion form we would reinstate the policy.We called and left messages for Ms. [redacted] on November 6 and November 11,2014, informing her that thedriver exclusion form we received on November 4,2014 was invalid, but if we received a correctlycompleted form we would be able to issue her a new policy without a lapse in coverage.We understand that Ms. [redacted] has obtained insurance with a new company, but if she provides theeffective date of her new policy and verifies there have been no losses from the date her policy with uscancelled through the date she obtained her new insurance, we will provide coverage for that timeframe.In addition, once that information is verified, we will be able to assist Ms. [redacted] with her fines from theMaryland Department of Motor Vehicles. We will need her to provide the case numbers and the vehiclesto which the fines are being applied; that will allow us to confirm with the state that we will be providingcoverage during the lapsed time - and the fines would then be waived.We apologize for the frustration we have caused Ms. [redacted]. It is always our goal to provide outstandingservice to our clients, and we will provide additional training to the individual involved to improve futureinteractions.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]