Legacy Pacific Insurance Services

To whom it concerns, I have had detailed conversation with Ms [redacted] this day September 1st, at 10:A.MI have personally explained our process to submit an injury claim as outlined in the attached letterI have explained what is needed to pursue loss of wages as a result of any injury sustained in this incidentI have provided her the information for her adjuster and where to send documentation upon completion of treatmentMs [redacted] verbally confirmed her understanding of this processShe agreed that all of her current questions have been answered and that there were no others as of this dateHer claim is pending the submission of the required documents

class="shape" P.OBox Phoenix, AZ 85076- [redacted] Legacy Insurance Services Arizona Revdex.com N 24th St Phoenix AZ RE: Complainant : [redacted] Our Insured : Cheryl Stow _ Date of Loss : 12/07/ Claim # : [redacted] Revdex.com Complaint ID # : Dear Dispute Resolution Consultant, We are in receipt of your noted complaint dated January 18th, The aforementioned narrative reflects all our communicative attempts and as such, we respectfully disagree with the complainant’s contention of the converse On December 7th, we were in receipt of a reported loss of collisionOn December 10th, we sought Ms***s audience to confirm loss factsOn December 18th, we were in telephonic communication with Ms [redacted] advising her of our need for the named body shop of her choice to issue payment, based on the initial damaged estimate receivedOn December 21st, Ms [redacted] *otified us telephonically to provide her body shop of choice, [redacted] Ms [redacted] requested we fax the repair estimate to her shop of choice at [redacted] per her request, we compliedMs [redacted] requested we not issue payment On December 23rd, we were in telephonic communication with Ms [redacted] wherein she indicated that she would have her body shop begin to look or tear down the vehicle and that the shop would alert our appraiser for a subsequent inspectionOn December 29th, we were in telephonic communication with Ms [redacted] wherein she requested to file a “Diminished Value,” claimWe alerted her to our policy exclusion to this matter On January 5th, we were in receipt of a telephonic message from Ms [redacted] A return call was made with a message left at 7:A.M at # On January 8th, we were in telephonic communication with Ms [redacted] wherein we addressed her concern of our total loss process and claims for personal property damage Additionally, we alerted Ms [redacted] that once a supplemental report and or inspection was completed, that we would update her and she was in agreement On January 14th, we were in telephonic voice to voice communication twice this day with Ms [redacted] 8:AM Via message we alerted Ms [redacted] that her vehicle was deemed a total loss due to the subsequent estimate of additional damages found8:AM Ms [redacted] returned our call and we again advised of the total lossAdditionally we requested a call back with the claimant information to pursue subrogation on her behalfA subsequent call was received by Ms [redacted] later this day, wherein she provide the claimant information On January 15th, we were in receipt of an email sent to our central emailThe email was then routed to MsD [redacted] in our office and pending review By regulation, we have a duty to respond within days, when a written notice suggests a response is suggested On January 19th, we completed our total loss valuation and our written total loss package was emailed to Ms [redacted] This communication satisfied Ms***s January 15th, request indicating her vehicle was deemed a total loss On January 20th, we were in telephonic communication with Ms [redacted] wherein she confirmed receipt of our email and attached total loss packet In conclusion, we respectfully disagree with Ms***s alleged charge of “lack of communication”Each call has been returned upon receipt with a message noted, and follow up letters to confirm our decisions As of this writing, we are waiting for the required documents as outlined in our letter to Ms [redacted] dated January 18th, In addition to the above mentioned, Ms***s policy does not carry vehicle rental reimbursement, and we have not acted out of compliance in accordance with claims regulations and/or guidelinesIf you have any additional questions that were not addressed in our letter, please feel free to contact the undersignedSincerely, Legacy Insurance Services for [redacted] Annette G [redacted] Quality Assurance Analyst, [redacted] ***

I do not accept the response made by the business to resolve this complaint for several reasons First, I was never informed of the need for your policyholder's cooperation If calls with Legacy are in fact recorded, MsG [redacted] would hear that all MsS [redacted] kept repeating is that "the investigation has been completed and there is no coverage at this time." I repeatedly asked MsS [redacted] what that meant She NEVER explained that she had not confirmed the incident with MrS [redacted] Secondly, I have not received any written correspondence other than the letter dated May 9, which confirmed that I had opened a claim with Legacy as a result of being rear-ended by their policyholder I demand to know WHEN this position was reiterated by mail as MsG [redacted] alleges Lastly, MsG***'s response does not indicate whether MsS [redacted] was addressed in the way she treated me I NEVER used inappropriate language with MsS*** Once again, this can be confirmed in the recorded calls I only became agitated and raised my voice AFTER she hung up on me the first time and then proceeded to talk over me when I asked to speak to her supervisor Also, I still have not received a call back from anyone at Legacy to discuss my concerns about their employee Is this how Legacy trains their employees to handle calls that need to be escalated? To simply hang up on the caller?? That is ridiculous and outrageous Furthermore, MsS [redacted] has failed to make herself available to my insurance company who has been trying to get in touch with her regarding my claim!

Legacy Auto Insurance is a scam! They are taking people's money but not providing insurance coverage They need to be put out of business for fraud I just cancelled my policy with them since they have yet to return my phone calls or offer me any help in the process of my claim after almost a month of the accident

A driver who has Legacy Insurance rear-ended me while I was sitting at a stop lightNo brainer, her faultLegacy admits it is their driver's fault but the are basically stone walling meWon't return phone calls, etcIt's been almost months and I haven't seen a dimeMy insurance company is great and covered my costs within a few days but getting reimbursed for the deductible and car rental has a nightmare! They just don't want to pay, it's been over monthsThey are unethical, inept and dishonest!

As of this writing, we have confirmed repairs with *** *** body shopAt 2:38PM *** *** from *** *** *** ** *** indicated that Legacy Insurance has fulfilled all financial obligations to date and there are no pending issues or monies owedThe vehicle is in reassembly and will be completed no later than Monday at the end of business dayIn regards to rental reimbursement, to date we have not received incurred costsUpon receipt we will review for payment and reimburse *** *** accordinglyAgain, I ask she contact me directly with any additional questions of concernTo date she has not sought my attention in the matter and I have responded to all of her written correspondences via any related agencies in a timely manner Respectfully, Annette G***QA Claims Analyst Manager ** *** *** *** ** *** | *** * Email: *** | ( Direct: *** | Fax: ***OUR COMPANIES: AMERICAN FREEDOM | ARIZONA AUTOMOBILE | PIONEER SPECIALTY | UMIALIK | WESTERN HOMEWESTERN NATIONAL ASSURANCE | WESTERN NATIONAL MUTUAL

I have received the check that represents only the damages to my carI have not received the letter noted in the last of your letterPlease be advised that I am currently seeking medical treatment as a result of this accident.
The only thing that I have received in the mail from your company is a check for the damages along with the estimate and a cover letterI have also sent a demand for payment letter to MrW*** of your offices in regards to the money owed for the carPlease be advised I am legally entitled to compensation for missed time from work, medical bills and miles, and pain and suffering for which details will be sent at a later date as I am still seeking medical treatment Thank You *** ***

P.OBox Phoenix, AZ 85076-*** *** Legacy Insurance Services Arizona Revdex.com N 24th St Phoenix AZ RE: Complainant
: *** *** Our Insured : Cheryl Stow _ Date of Loss : 12/07/ Claim # : ** *** Revdex.com Complaint ID # : Dear Dispute Resolution Consultant, We are in receipt of your noted complaint dated January 18th, The aforementioned narrative reflects all our communicative attempts and as such, we respectfully disagree with the complainant’s contention of the converseOn December 7th, we were in receipt of a reported loss of collisionOn December 10th, we sought Ms***s audience to confirm loss factsOn December 18th, we were in telephonic communication with Ms*** advising her of our need for the named body shop of her choice to issue payment, based on the initial damaged estimate receivedOn December 21st, Ms*** *otified us telephonically to provide her body shop of choice, *** *** *** *** *** Ms*** requested we fax the repair estimate to her shop of choice at *** *** per her request, we compliedMs*** requested we not issue payment On December 23rd, we were in telephonic communication with Ms*** wherein she indicated that she would have her body shop begin to look or tear down the vehicle and that the shop would alert our appraiser for a subsequent inspectionOn December 29th, we were in telephonic communication with Ms*** wherein she requested to file a “Diminished Value,” claimWe alerted her to our policy exclusion to this matterOn January 5th, we were in receipt of a telephonic message from Ms*** A return call was made with a message left at 7:A.M at # On January 8th, we were in telephonic communication with Ms*** wherein we addressed her concern of our total loss process and claims for personal property damageAdditionally, we alerted Ms*** that once a supplemental report and or inspection was completed, that we would update her and she was in agreementOn January 14th, we were in telephonic voice to voice communication twice this day with Ms*** 8:AM Via message we alerted Ms*** that her vehicle was deemed a total loss due to the subsequent estimate of additional damages found8:AM Ms*** returned our call and we again advised of the total lossAdditionally we requested a call back with the claimant information to pursue subrogation on her behalfA subsequent call was received by Ms*** later this day, wherein she provide the claimant informationOn January 15th, we were in receipt of an email sent to our central emailThe email was then routed to MsD*** in our office and pending reviewBy regulation, we have a duty to respond within days, when a written notice suggests a response is suggestedOn January 19th, we completed our total loss valuation and our written total loss package was emailed to Ms*** This communication satisfied Ms***s January 15th, request indicating her vehicle was deemed a total lossOn January 20th, we were in telephonic communication with Ms*** wherein she confirmed receipt of our email and attached total loss packetIn conclusion, we respectfully disagree with Ms***s alleged charge of “lack of communication”Each call has been returned upon receipt with a message noted, and follow up letters to confirm our decisions As of this writing, we are waiting for the required documents as outlined in our letter to Ms*** dated January 18th, In addition to the above mentioned, Ms***s policy does not carry vehicle rental reimbursement, and we have not acted out of compliance in accordance with claims regulations and/or guidelinesIf you have any additional questions that were not addressed in our letter, please feel free to contact the undersignedSincerely, Legacy Insurance Services for *** *** *** *** Annette G*** Quality Assurance Analyst, *** ***

class="shape" "padding: 3.6pt 7.2pt;"> P.OBox Phoenix, AZ 85076-[redacted]
Legacy Insurance Services Arizona Revdex.com N 24th St Phoenix AZ RE: Complainant : [redacted] Our Insured : Cheryl Stow _ Date of Loss : 12/07/ Claim # : [redacted] Revdex.com Complaint ID # : Dear Dispute Resolution Consultant, We are in receipt of your noted complaint dated January 18th, The aforementioned narrative reflects all our communicative attempts and as such, we respectfully disagree with the complainant's contention of the converse
On December 7th, we were in receipt of a reported loss of collisionOn December 10th, we sought Ms[redacted]s audience to confirm loss factsOn December 18th, we were in telephonic communication with Ms[redacted] advising her of our need for the named body shop of her choice to issue payment, based on the initial damaged estimate receivedOn December 21st, Ms[redacted]otified us telephonically to provide her body shop of choice, [redacted]
Ms[redacted] requested we fax the repair estimate to her shop of choice at [redacted] per her request, we compliedMs[redacted] requested we not issue payment
On December 23rd, we were in telephonic communication with Ms[redacted] wherein she indicated that she would have her body shop begin to look or tear down the vehicle and that the shop would alert our appraiser for a subsequent inspectionOn December 29th, we were in telephonic communication with Ms[redacted] wherein she requested to file a "Diminished Value," claimWe alerted her to our policy exclusion to this matter
On January 5th, we were in receipt of a telephonic message from Ms[redacted]
A return call was made with a message left at 7:A.M at #
On January 8th, we were in telephonic communication with Ms[redacted] wherein we addressed her concern of our total loss process and claims for personal property damage
Additionally, we alerted Ms[redacted] that once a supplemental report and or inspection was completed, that we would update her and she was in agreement
On January 14th, we were in telephonic voice to voice communication twice this day with Ms[redacted]
8:AM Via message we alerted Ms[redacted] that her vehicle was deemed a total loss due to the subsequent estimate of additional damages found8:AM Ms[redacted] returned our call and we again advised of the total lossAdditionally we requested a call back with the claimant information to pursue subrogation on her behalfA subsequent call was received by Ms[redacted] later this day, wherein she provide the claimant information
On January 15th, we were in receipt of an email sent to our central emailThe email was then routed to MsD[redacted] in our office and pending review
By regulation, we have a duty to respond within days, when a written notice suggests a response is suggested
On January 19th, we completed our total loss valuation and our written total loss package was emailed to Ms[redacted]
This communication satisfied Ms[redacted]s January 15th, request indicating her vehicle was deemed a total loss
On January 20th, we were in telephonic communication with Ms[redacted] wherein she confirmed receipt of our email and attached total loss packet
In conclusion, we respectfully disagree with Ms[redacted]s alleged charge of "lack of communication"Each call has been returned upon receipt with a message noted, and follow up letters to confirm our decisions As of this writing, we are waiting for the required documents as outlined in our letter to Ms[redacted] dated January 18th, In addition to the above mentioned, Ms[redacted]s policy does not carry vehicle rental reimbursement, and we have not acted out of compliance in accordance with claims regulations and/or guidelinesIf you have any additional questions that were not addressed in our letter, please feel free to contact the undersignedSincerely, Legacy Insurance Services for [redacted] Annette G[redacted] Quality Assurance Analyst, [redacted]

To whom it concerns,  I have had detailed conversation with Ms. [redacted] this day September 1st, 2016 at 10:05 A.M. I have personally explained our process to submit an injury claim as outlined in the attached letter. I have explained what is needed to pursue loss of wages as a result of any injury sustained in this incident. I have provided her the information for her adjuster and where to send documentation upon completion of treatment. Ms. [redacted] verbally confirmed her understanding of this process. She agreed that all of her current questions have been answered and that there were no others as of this date. Her claim is pending the submission of the required documents.

our phone calls and voicemails were never returned. We had to call over and over again to finally get responses and they just responded by blaming the auto body shop. We were aware that we would pay for rental and would have to submit our invoice for reimbursement...

per the letter we received. The fact of the matter is that legacy does not respond to customers. They have handled this entire situation horribly and have told us over and over they are a small insurance company. That's not an excuse. You insure the person who damaged our vehicle. We were not at fault however you have not treated us with any respect. As an insurance company if you are going to insure someone and they cause an accident then handle the situation correctly and return phone calls. Don't say you did when you did not. Don't blame the auto body shop because you don't answer your phones. Don't give excuses for being a small insurance company. If you can't handle the claim like a professional insurance company then close your business and move on. I will not be happy until the work is completed, the shop is paid and we are reimbursed for our rental.

We are in receipt of your letter dated June 2nd, 2016 regarding the above noted complaint. It is always Legacy Pacific Insurance Service’s intent to settle our claims in a fair and reasonable manner. We handled the referenced claim based on the facts and information presented by Ms. R[redacted]....

As of this writing we have yet to confirm this loss’ occurrence with our policy holder.  It is necessary to have the cooperation of our policyholder for purposes of coverage and liability determination. Additionally, we have complied with the requisite [redacted] Department of Insurance regulatory requirements with regards to Fair Claim Handling Practices. We informed Ms. R[redacted] of the claim status and the need for our policyholder’s cooperation when a loss is devoid of a police report or witnesses.  We have reiterated said position by mail and telephonically. The Company does not condone the use of inappropriate language from either its staff or claimants.If you have any questions or would like to discuss this further please contact the undersigned.  Sincerely,Legacy Pacific Insurance Services for Arizona Automobile Insurance  Company

To whom it concerns,
 
I have had detailed conversation with Ms. [redacted] this day September 1st, 2016 at 10:05 A.M.
I have personally explained our process to submit an injury claim as outlined in the attached letter.
I have explained what is needed to pursue loss of wages as a result of any injury sustained in this incident.
I have provided her the information for her adjuster and where to send documentation upon completion of treatment.
Ms. [redacted] verbally confirmed her understanding of this process. She agreed that all of her current questions have been answered and that there were no others as of this date.
Her claim is pending the submission of the required documents.

We are in receipt of your request for additional information regarding the above noted matter. We have been in telephonic communication with Ms. R[redacted] as of this afternoon. I believe we have addressed the concerns and questions Ms. R[redacted] has posed.  We updated her as to the noted: Our current claim status, Our investigation is ongoing and we agreed to have resolution to Ms. R[redacted] no later than 10 business days from today’s date of 6/3/16, We agreed to notify her via written notification upon our decision, with a CC to her insurance carrier [redacted], Teresa with [redacted] has been communicated to directly this day and has been notified of our position, We confirmed that we are not able to disclose specific information regarding our policy holder due to privacy laws. In addition to the aforementioned information, we have emailed our previous mailing to Ms. R[redacted], wherein we informed Ms. R[redacted] of the claim status and the need for our policyholder’s cooperation when a loss is devoid of a police report or witnesses.  If you have any questions or would like to discuss this further please contact the undersigned.  Sincerely, Legacy Pacific Insurance Services for Arizona Automobile Insurance  Company

I do not accept the response made by the business to resolve this complaint for several reasons.  First, I was never informed of the need for your policyholder's cooperation.  If calls with Legacy are in fact recorded, Ms. G[redacted] would hear that all Ms. S[redacted] kept repeating is that "the investigation has been completed and there is no coverage at this time." I repeatedly asked Ms. S[redacted] what that meant.  She NEVER explained that she had not confirmed the incident with Mr. S[redacted]. Secondly, I have not received any written correspondence other than the letter dated May 9, 2016 which confirmed that I had opened a claim with Legacy as a result of being rear-ended by their policyholder.  I demand to know WHEN this position was reiterated by mail as Ms. G[redacted] alleges.  Lastly, Ms. G[redacted]'s response does not indicate whether Ms. S[redacted] was addressed in the way she treated me.  I NEVER used inappropriate language with Ms. S[redacted].  Once again, this can be confirmed in the recorded calls.  I only became agitated and raised my voice AFTER she hung up on me the first time and then proceeded to talk over me when I asked to speak to her supervisor.  Also, I still have not received a call back from anyone at Legacy to discuss my concerns about their employee.  Is this how Legacy trains their employees to handle calls that need to be escalated? To simply hang up on the caller?? That is ridiculous and outrageous.  Furthermore, Ms. S[redacted] has failed to make herself available to my insurance company who has been trying to get in touch with her regarding my claim!

I have received the check that represents only the damages to my car. I have not received the letter noted in the last of your letter. Please be advised that I am currently seeking medical treatment as a result of this...

accident.  The only thing that I have received in the mail from your company is a check for the damages along with the estimate and a cover letter. I have also sent a demand for payment letter to Mr. W[redacted] of your offices in regards to the money owed for the car. Please be advised I am legally entitled to compensation for missed time from work, medical bills and miles, and pain and suffering for which details will be sent at a later date as I am still seeking medical treatment.  
Thank You
[redacted]

Please find our enclosed response.

We are in receipt of your request for additional information regarding the above noted matter. We have been in telephonic communication with Ms. R[redacted] as of this afternoon. I believe we have addressed the concerns and questions Ms. R[redacted] has posed.  We updated her as to the noted: Our current claim status, Our investigation is ongoing and we agreed to have resolution to Ms. R[redacted] no later than 10 business days from today’s date of 6/3/16, We agreed to notify her via written notification upon our decision, with a CC to her insurance carrier [redacted], Teresa with [redacted] has been communicated to directly this day and has been notified of our position, We confirmed that we are not able to disclose specific information regarding our policy holder due to privacy laws. In addition to the aforementioned information, we have emailed our previous mailing to Ms. R[redacted], wherein we informed Ms. R[redacted] of the claim status and the need for our policyholder’s cooperation when a loss is devoid of a police report or witnesses.  If you have any questions or would like to discuss this further please contact the undersigned.  Sincerely, Legacy Pacific Insurance Services for Arizona Automobile Insurance  Company

Hope that no one with this awful insurance policy ever collides with you, as you will likely receive no compensation for any captioned losses. The company seemingly does not even provide at-fault coverage for their clients. This leaves me covering a $500 out-of-pocket deductible for repairs to my brand new car that was sideswiped by an inattentive driver with Legacy insurance, as I have no choice but to use my own insurance to fix my car. My recommendation: Buy real insurance, or you, personally, may end up getting sued by another insurance company for the losses, which is where it seems my claim is headed.

This company told me that if I am late making my payment I can reinstate it for a 10 dollar charge. Fine. But now they wont let me reinstate it. Considering first off o never recieved my first months bill which was last month. Told them when I got paid they said it was fine. Now im trying to make my payment with the 10 dollar late fee and they wont accept it!