Wawanesa General Insurance Company

I have been a Wawanesa customer for 15+ years and I cannot believe how much they have changed.

After being in an accident I felt like they were fighting against me! My wife was in an accident where the other person was 100% at fault (car was unattended) and they would not go to bat for us as the other insurance company came after us.

I realize every business needs to make money but when you need someone in your corner I guess you have to pay for it. Wawanesa is very reasonably priced and great to have if you never need them. But when it comes down to helping you out, in my experience, they are not proactive (policy [redacted])

Review: I received a renewal notice for policy period 07/07/15-07/07/16. On 07/06/15 I called and spoke to [redacted] regarding the change in my policy number. She told me that the company has a new billing system that is why my policy number was changed to [redacted] account number [redacted]. I told [redacted] that I normally make my payments through the companies online pay system but I noticed the change in policy number so I mad my payment online through my financial institution with account # [redacted] as instructed on my renewal policy. I made a payment of $197.20 on-line from my financial institution [redacted] on 07/03/15. The payment was sent to biller ID [redacted] Payee name Wawanesa Mutual Insurance CO on 07/07/15 based on a proof of payment that I received from my bank. Wawanesa sent me a Personal Automoblie Policy Lapse Notice dated July 13,2015. I called the insurance company on 07/16/15 & 07/17/15 and was on hold for 4 hours. I finally was able to speak to Gia in claims. She told me that payment is pending as of 07/07/15. She said she could not help me. I asked to speak with supervisor she said one would call me back. I haven't received a call back. I have not been able to contact the company to resolve this issue.Desired Settlement: A fair resolution is that Wawanesa find my payment and credit it to my policy. The company needs better customer service. No one should have to wait on hold for 4 hours to speak with a agent.

Business

Response:

Our insured first phone our office on July 6, 2015 and did speak with a supervisor. Her next call to uswas on July 17, 2015. And she did receive a callback from a supervisor. I spoke with the insured myselfon July 20, 2015.I apologized for the confusion with her payment and for the long wait times. With the implementationof a new processing system and an unprecedented increase in phone volumes, we have been challengedin providing the type of service our policyholders are used to and deserve. I assured her that as acompany we are committed to getting back on track. That we have a training class of 24 new hires tostart on August 10.As for the payment issue, I advised our insured that I would personally speak with our AccountingDepartment to get the matter straightened out. That was done.I gave our insured my direct extension if she had any further questions.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can confirmthat our insured did call us several times but I cannot confirm that she experienced a hold time of 4hours. Not the service we are used to providing but her longest hold time was 28 minutes. The reportwas run using the t ime period of July 1 through August 6.This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.Sincerely,[redacted]Customer Service Manager

The customer service has gotten horrible. You have to wait over an hour to speak to a customer service representative. They also give you the option to call you back without losing your place. Not true because they never call you back..

Review: I have been with Wawanesa for years. They recently upped my insurance by over 33% with no reason, no accidents or claims. I have been trying for over 3 weeks to reach them. They do not answer. Today I was on hold for over an hour before I gave up. Their system of returning calls does not work either. I also sent them an email over 3 weeks ago without a response. I want to cancel my policy and receive a refund on the unused portion but that is a little difficult to do when they won't answer the phones. Because of their unjustified rate increase BUT MAINLY their total lack of customer service, I'm leaving them. I've read their recent responses and nothing has changed. The excuses don't fly because they haven't taken any correcting actions.Desired Settlement: I want an explanation as to the rate increase and a full refund of the unused days remaining without any penalties or their famous "service charges." If they call me and I'm not at home, I need them to leave me a message with someone I can call back without having to wait for hours or even 10 minutes. I've wasted enough time on this company.

Business

Response:

I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.I left my name and number for him to callback if he had any questions. He has not responded.His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.We sincerely apologize for not being able to provide and meet expected_customer service.Sincerely,[redacted]Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I did receive a call from Wawanesa regarding my Revdex.com complaint. I also received the standard response of call volume increasing 20% and that they are hiring more customer service reps. They've been using that excuse since January, one which I'm not buying. If that were true, then it must take 5 months to train employees. I accept Wawanesa's response because I received my refund check today and I'll never have to deal with such a poorly run company again, especially a company that increased my premium by 33.1% when in fact, it should have decreased.

Regards,

Stay clear! shady business practices, endangerment and possible injury due to DRP shops they recommend. This insurance company will put your car back together improperly and put your life in danger.The service is very unprofessional and employees lack knowledge of simple vehicle function and part structure.

This company is a junk, yes they are very cheap compareted to other company, but believe me, you get what you pay for, a cheap and scam service. Someone hit on my car while it was parked in a one way street curb (hit and run) while I was travelling in San Marcos-CA. I called them to make a claim right after I saw the damage and I told them what happened and give all the information they asked for. The lady told me to wait untill one of their adjustors call me. First in their website they false advertise that the people their office represatatives works from Mon- Friday from 7:30 am to 7:30 pm, thats a joke and not true, they told me that they are open untill 4:30 pm and after that you just get a menssage saying that they are closed, and if you try to reach anyone after 4:00 pm they are not in the office anymore. Second, the guy who was designed to "help" as my adjustor called [redacted] was EXTREMELY RUDE unprofessional (maybe because I have an accent), he treated like trash, like he was doing me a favor, he told me he was sending an estimator, was kind fast, this guy (the estimator) came to my house and I showed him everything happened to my car, I oppenes the hood and I showed him all the fluid from my steering power all over my engine, he took few pics with his little camera and wished me good lucky. The day after [redacted] called me and told me to take my car to a body shop, but I told him my car was not driving at all, he told me to not worry about it because they would take care of it (again,extremely RUDE). I took my car to the body shop and then I got the check 4 days later, then my nightmare started. My body shop guy finished his job after a week and half and I toke my car to my mechanic who gave then an estimate, so they sent the estimator again who according to my mechanic stayed there for 3 min and before he started check the car he already told him that it was not the part of the accident so my mechanic told him that how could he state that without even look at my car and he just took few more pics and left. So, this estimator took 3 days to send the adjustor my paper work, I was calling this adjustor called [redacted] everyday since he never called me to keep me updated or to at least apologize for his incompetence, he was always RUDE everytime I called to see if he had any updates and one day he called me and told me very rude " if I have any news I call you do you understand, I will call you. " I have all our conversations recorded on my phone, including one that he insinuates clearely that if I had taken my car to one of their shops it would be faster. REALLY??? Then finaly they denieded to fix my car and one of the services supervisor. Called [redacted]eft a super RUDE message saying that they wont pay in any circustance to fix my car because based in the pictures I was not saying the truth ( he basically called me a lier in a kind way). Ive tried to call them after that menssage and they never answered the phone when I called, ive called them 30 times and I left menssages to 3 different people, they are cawards and refuse to even andwer my calls, they know my number and they refuse to let me even argue about their decision. Everytime I call the representatives already know with who I want to talk.

THEY TREATED ME LIKE TRASH, THEY MADE MY BLOOD PRESURE GOES UP,THEY TURNED MY LIFE INTO A NIGHTMARE AND SO STRESSFUL. PLEASE BE AWARE ABOUT THIS COMPANY, THEY DONT CARE ABOUT THEIR COSTUMERS AND THEY TREAT YOU LIKE YOU ARE BEGGING FOR A FAVOR, WHATS ABSOLUTELY NOT THE CASE SINCE I PAY MY BILL EVERY SINGLE MONTH! THEY ARW CRIMINALS AND SCAMERS.

I have had a very bad experience dealing with this company.

This letter is our official written complaint as to the unbelievable awful treatment of Mr. [redacted]. The customer service is NON existent when it comes to Mr. [redacted]. Since the first call he has been awful. We didn't ask for our vehicle to be stolen. We did however expect our insurance company to treat us better and be more sympathetic and make us feel like we will be taken care of. Instead we have been treated the complete opposite.

On Friday, February 19, 2016, we received a notice from the police informing us that the vehicle was being stored. The address on the back of the notice had the Santa Fe Springs address so we assumed that that's where the vehicle was being stored. I, [redacted], went to that location on Monday the next business day. When I spoke to the officer at the window he informed me that they did not send us the document. The officer did some research and found out that our vehicle was being stored in Nevada. The officer proceeded to give us the location of our vehicle.

The following day my wife called Mr. [redacted] to give him the information given to us by the officer as to the location of the vehicle. Mr. [redacted] asked my wife to have me call him directly as I am the driver of the vehicle, therefore all the conversations were between Mr. [redacted] and myself. I did not like how Mr. [redacted] treated me since the beginning. Mr. [redacted] obviously doesn't like the clients asking questions because he would make noises that perceived him as being annoyed when I would ask him a question. Also, he would make comments such as "that is not the way it works". I am not familiar with car insurance procedures, as such, his comments were very insensitive, unprofessional and made me feel belittled. All I know is that we paid this insurance company for their services and so far, I feel like we have just been made to feel like we're bothersome and left to fend for ourselves.

I was instructed by Mr. [redacted] that I needed to have the car released, so they can take it out of the impound yard where it was currently located and moved to one of their yards. I did it within minutes of his request. I called him back to let him know and he said he was on it.

On March 7, 2016 I called Mr. [redacted] and had to leave a message. I never got a call back. I called on March 10, 2016 again but my call went straight to voicemail. My wife [redacted] asked me to call the 800 number and asked me to speak with another representative because we needed to get a status on the vehicle. We needed to know what was taking so long. The 30 day rental is almost over and we don't know anything about the truck. I was transferred to Mr. [redacted] and right away he was rude AGAIN. I asked him about the truck and he told me he has been waiting on me to give him the shop that we want them to take the car. I had no idea I was supposed to provide this information to him as he has failed to properly communicate with us and keep us informed of the status of our claim. This whole time we've been waiting on him to get in touch with us. He informed me that they would appraise the car to see if it's worth fixing it or just pay the claim. I asked him where the truck was and he informed me that it was still in Las Vegas.

I could not believe my truck was still in the impound yard, so I asked him why is it was still there and not back in California? He did not reply. I further asked him what was wrong with the truck? No answer. I asked if we needed to look for a mechanic or body shop and Mr. [redacted] replied with "Both". Again, I asked him why he didn't move the truck back or brought it back to our residence and gave me instructions as to what I needed to do. Mr. [redacted] got upset and said he was done with me and that he was closing my file and for me not to call him again, then, he hung up on me.

About 20 minutes later Mr. [redacted] calls me back to let me know that my truck will be towed back to my home. I told him that that should have been done two weeks ago. Obviously he did not like my response as he was very nasty on the line when I told him these are the reasons why we're paying this insurance company. His reply to me prior to hanging up was "oh you will pay".

What kind of customer service is this???????? How is he even working in a department that requires people with customer service experience?????? I am beside myself.

My wife called to get the name of his supervisor and was informed that Mr. [redacted] is new to the department but that she can talk to his supervisor [redacted]. She left two messages. Finally Ms. [redacted] called me back. I explained how I was treated and my disappointment in the way our claim has been dealt with. She assured me that she would talk to Mr. [redacted] but from the tone of her voice I almost doubt that will happen.

On Saturday March 12, 2016 we received the closing letter dated March 10, 2016 the same day Mr. [redacted] told me he was done with me. I cannot believe I get a closing letter and I still do not have my truck back. Nothing has been resolved and yet he tells me that we are done.

On March 16, 2016 my wife [redacted] called [redacted] the supervisor to find out where our truck was because we were informed that he was in route. Ms. [redacted] stated she would find out and call me back. Shortly thereafter she calls to advice my wife that the truck was still in Las Vegas ( that make it 3 weeks now). But we will have it back today.

On March 16, 2016 11:58pm we finally received our truck but our truck has issues.

On March 17, 2016 I took the truck to Ford Motor to be checked. The truck has many issues in which the representative that assisted me stated that they would submit the appraisal to Wawanesa insurance.

On March 18, 2016, I am informed that they will not cover the mechanic only the doors in which the thief forced themselves in. My truck has never been driven so far. I have no idea what the thief's did to my truck but now it's hard to steer, the engine light in on, it smells like something is burnt and Wawanesa refuses to fix that.

I am so tired of being treated bad by the insurance company. All I ask is for my truck to be fixed.

Review: I was on deployment with the U.S. Navy for almost a year. While I was on deployment, my driver's license had expired and mail from the DMV was never delivered to my home of record or to my ship. When I got back to the States, I bought a new car from my overseas savings and wanted to properly get insurance for my new investment. While shopping through various quotes, I thought Wawanesa had the better deal for me. My wife and I got all the paperwork in order and now they are calling me stating that, "We cannot insure you because of a break in time from my expired driver's license." How ridiculous is that for us service members? I tried to explain my situation and told the company that I have been driving for close to 20 years and I filed the paperwork with the DMV for a new drivers license when I got back.Desired Settlement: I asked and paid for a service, and got nothing in return. I want my service I asked for or a refund. I also want them to post this kind of policy in bold (not in small unreadable print with an asterisk) so other service members can be aware of this kind of malarkey.

Business

Response:

This letter is written in response to the complaint filed by Mr. [redacted] with the

Revdex.com.

According to Wawanesa's guidelines, all drivers to be insured must have a valid driver's license.

Mr. [redacted]'s driving record indicated his driver's license expired on December 5,

2013. Mr. [redacted] was advised he must renew his driver's license in order to qualify. For

customers who have served or are currently serving in the military, it is our standard practice to

waive the underwriting guideline of requiring 36 months of continuous license experience to

qualify. However, if not deployed, Wawanesa still requires the driver to have a valid driver's

license.

When Wawanesa was notified of Mr. [redacted]'s complaint, numerous attempts were made to contact

Mr. [redacted] to resolve this matter but received no response. Prior to rejecting the application,

Wawanesa ordered and received driving records that indicated Mr. [redacted] renewed his driver's

license on February 25,2014. Since Mr. [redacted] now qualified for a policy, the application was

approved. Shortly after issuing the policy, Wawanesa received a call from Mrs. [redacted] stating

they no longer wanted the policy as insurance was obtained elsewhere. The application was rejected

per Mrs. [redacted]'s request and a full refund was issued.

Based on all of the information stated above, I ask that this complaint be classified as invalid.

If you need further assistance regarding this matter, please feel free to contact me.

Review: I have been a customer with them since the year 2000. With easy pay to pay for our policy. Never failed to pay, never filed a claim. In November 24 my policy was cancelled because of lack of payment for the new year. When we discovered this (ourselves) they never communicated to us the issue. Their system or the postal office failed to deliver any notices,we attempted to get a new policy. After hours on the phone and being on hold with their supposedly number 1 customer service. We were passed along to a new business agent that inform us that they were emailing an application that we would have to fill up and mail back to them. Which will cause us to be another 7 or so days without insurance, and we will also loose all of our loyalty discounts.

This company doesn't deserve to be rated at number 1 for customer service. Thank God we didn't get into any accident while we were uninsured, which we still are by the way.

The fact that the company failed to communicate to us by mail or electronically after 12 years or more being a faithful client should tell you the lack of respect for clients that they have.

At this point I requested to speak with a manager but I am pretty sure we are never going to get a call. This company should not be in business in California and we will file a report with the FTC and the insurance commission.Desired Settlement: We want to be able to get our loyalty discounts and have a policy immediately reinstated.

Business

Response:

January 22, 2015[redacted]Revdex.com4747 VIEWRIDGE AVE, STE 200SAN DIEGO CA 92123Re: Complaint ID: [redacted]Insured: [redacted]Cancelled Policy Number: [redacted]Quotation Number: [redacted]Dear Ms. [redacted]:We have received and reviewed the complaint filed with your organization by our priorpolicyholder, Mr. [redacted]. The following is a summary of the policy transactionsand an explanation of the handling of Mr. [redacted]'s cancelled policy and quotation issued.Mr. [redacted]'s original policy, [redacted], was effective March 22, 2002 and has renewedeach consecutive year. Prior to the cancellation, the below transactions occurred on thepolicy:February 27, 2014 - An "Offer to Renew" effective March 22, 2014-March 22,2015was mailed. Total policy premium $770.00. Down payment of$312.00 due before March 22, 2014; Payments to be billed:$235.00 due June 22, 2014 and September 22, 2014.March 26, 2014 - Mr. [redacted] contacted our Customer Service Department to makethe renewal payment. A renewal payment of $312.00 was madeand the policy was reinstated effective March 27, 2014.April16, 2014 - Mr. [redacted] contacted our Customer Service Department to add avehicle to his policy. The policy changes were made effectiveMarch 27, 2014; and an amended declarations policy was mailedshowing new payments to be billed in the amounts of $381.50 dueJune 22, 2014 and September 22, 2014.Mr. [redacted] also requested to delete a vehicle from his policyeffective April17, 2014; and a subsequent amended declarationspage was mailed with payments to be billed in the amount of$307.00 due June 22, 2014 and September 22, 2014.May 19,2014 - Mr. [redacted] requested to add another vehicle to his policy. Thispolicy request was effective May 8, 2014 and the total policypremium with all the policy changes was $1269.00 (includingservice charge). After subtracting the payment of$312.00previously received, the account balance was $957.00. Anamended policy declarations page was mailed showing newpayments to be billed in the amount of$478.50 due June 22, 2014and September 22, 2014.June 25, 2014 - A payment of $478.50 was made on the policy leaving a balancedue of$478.50.No additional payments were made on the account although billing notices were mailed.On October 25, 2014, a Notice of Cancellation effective November 14, 2014, was mailed.Since no payment was received by October 25, 2014, the policy cancelled.On November 22, 2014, a Notice of Premium Due was mailed requesting payment forearned premium due of$17.50. Finally, on December 6, 2014, a Delinquent Notice wasmailed requesting the outstanding amount due of$17.50.Mr. [redacted] contacted our Customer Service Department on January 6, 2015 to discussreinstatement of his policy. He was advised that due to the length of time the policy hadbeen cancelled; he would need to reapply; and prior to reapplication, the outstandingamount of $17.50 would have to be paid.A representative in our Inquiry/Quoting Department spoke to Mr. [redacted] on January 6,2015 and the information was taken for the new quotation (Quote #[redacted]).However, prior to clearing and releasing the quote, Mr. [redacted] was again advised the priorbalance must be paid. On January 7, 2015, Mrs. [redacted] spoke with arepresentative and she, too, was advised the prior balance needed to be paid before thequote could be released. Mrs. [redacted] then contacted our Customer Service Department toobtain assistance in making the payment on our EZ-Pay online service and the paymentof$ 17.50 was made on January 8, 2015. Mr. [redacted] then contacted our New BusinessDepartment; and after receiving confirmation of the payment, Mr. [redacted] was advised thequote would be sent. Quote #[redacted] was emailed at 3: 15 the same day to[redacted]. Mr. [redacted] requested a call back from a supervisor; and theunderwriter gave the message to a supervisor for the call back.An underwriting supervisor contacted Mr. [redacted] that same day and Mr. [redacted] expressedhis frustrations regarding the service and the reapplication requirement. After explainingthe process, the supervisor asked Mr. [redacted] how he could provide additional assistance toobtain his business. Mr. [redacted] advised there was nothing the supervisor could do as hehad already obtained insurance elsewhere. Mr. [redacted] thanked the supervisor for the callback and the call was ended.Mr. [redacted] states in his complaint that he is uninsured although he advised the supervisorhe had obtained coverage. Research into our quoting database shows the quoteprepared for Mr. [redacted] has not been returned. As qualified applicants, Mr. and Mrs.[redacted] are welcome to return their application for insurance coverage. However, due tothe length of time, the prior policy has been cancelled, we would be unable to apply theLoyalty Discount as this discount applies to policies that have been continuously in forcefor more than one year. Because there was an interruption in Mr. [redacted]'s prior policy inexcess of 30 days, he no longer qualifies for the Loyalty Discount.Based on the information explained, I ask that this complaint be classified as invalid. Ifyou need further assistance regarding this matter, please feel free to contact me.Sincerely,Underwriting ManagerWawanesa General Insurance Company[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint and obviously I reject the classification of invalid complaint. For your reference, details of the offer I reviewed appear below.

Although the information they post is accurate regarding my concerns. The business fails to explain why I didn't receive any notifications. During the several calls to customer service and the supervisor,which by the way took more than 7 days to actually get something from them. They acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our family. We, after so many years never failed to pay or even filed any claim with them, we would have never switched nor we would have failed to pay if we got any notification. Their explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the notices.

Review: Wawanesa Insurance March 20, 2014

United States Home Office

San Diego, California

Dear Management:

This memo is being written to inform you of the horrible customer service care received by your representatives. On 02/19/2014 I made an online payment of seventy dollars to my auto insurance account #[redacted], and at the end of the transaction I received a message stating the possibility of a closure of the account. The message further suggested that I call customer service for a further explanation.

After, further investigation I was informed by a representative, that my account was closed due to nonpayment’s. I informed her that payments were made by utilizing the online service and I was sure that I made payments to the correct account. The representative explained that somehow the funds were somehow transferred to my home owner’s account #[redacted] I then asked to speak with a manager, hoping that a manager would assist me to clear up this misunderstanding. I was told that Monique [redacted] was the Senior Representative in charge of my account. I explained to the Sr. Rep. that payments were made to my car insurance account in November and every month afterwards. The manger stated, “I must have paid the wrong entity, because those funds went to my home insurance”. I stated I was sure I paid the correct account. I asked if this error could be corrected, especially since they could see that payments were made consistently. The Senior Representative stated it was too late because that account (#[redacted]) no longer existed. I asked “Well how was I able to make payments to a non-existing account”? The Sr. Representative stated that I paid the wrong account several times, and due to none payment to the account#[redacted], and due to the length of time the account was closed, she could not re-open the car insurance account. She told me my only option would be to re-apply.

I have been a loyal customer to Wawanesa , since 1987. I’ve referred several family members, as well as friends. I never received notification of any sort of intent to close my account nor any information that my account had been closed. The payments for my car insurance were from 11/21/2012 TO 11/17/2013 the payments were 62.60 due from 1/17/2013 to 7/17/2013. I made a payment of 75.00 on 11/20/2012 and then 70.00 thereafter. A total 0f 605.00 was paid up until 09/03/2013. There was a total of $210.00 that was paid to the auto account and returned to me on the dates provided. The Home Owner’s insurance has been paid up until 6/14. The payment history shows that payment started to the Home insurance on 7/15/2013 in the amount of $137.00. The total premium due is $306.000. The total amount paid was $355.00. There was a total of $280.0 paid to the auto insurance and $210.00 was sent back to me. The home owner’s insurance is paid in full until June…….

DMV cancelled my registration stating they were told by Wawanesa that my registration was cancelled. I spoke with the Sr. Rep. on 02/24/2014 asking when my new premium would start because I mailed my application along with my check was sent on the 22nd. That was when I wanted my auto insurance to start because I needed the insurance to enable me to drive. I was told they had not received the check and once it was received my insurance would began.

On March 5, 2014 I spoke with the Senior Representative ([redacted]), due to an email which she sent me stating she had further questions to ask me before authorizing my coverage. Questions, like “Does my daughter live with me”? I have two daughters age 32 and 24. What difference did that make at this time? How do I get to work? I take the Metro Link…… I felt, if these questions were of importance they should have been asked on the application. Mrs. [redacted] stated she would call DMV, because my insurance had started on 03/02/14. The premium coverage that was sent to me by mail states that the premium started on 03/01/2014. DMV charged me $14.00 stating they were told on 03/05/14 that I had no insurance. I sent the money $164.00 on 2/22/14 and it was cashed on 02/28/2014, but coverage did not begin until 03/01/2014. I spoke with Mrs. [redacted] on 03/06/2014 and the DMV cancelled my registration on 03/05/2014.

I feel as though I was being singled out for some reason. This was horrible customer service. I FEEL THAT THIS TREATMENT WAS JUST A PLOY TO INCREASE MY PREMIUMS. I paid my insurance and would like for someone to investigate these tactiDesired Settlement: I would like for the Company to adjust my premium back to the original price, along with the refund of overage charged. And also reimbursement of DMV charges.

Business

Response:

RE: Complaint ID Number: 9[redacted]

Dear Ms. [redacted]

Enclosed is our response to the above referenced complaint number.

As you can see from our investigation, payment was made to the Homeowner Policy and not to the

Automobile Policy. The insured selects which policy to make payment to on our EZPay service. Even

though a Notice of Termination was sent as a final reminder for the Automobile Policy in November

2013, the insured did not act until more than 60 days later in February 2014.

By that time, we were unable to reinstate the policy. When the insured contacted us on February 21,

2014, we gave an accurate explanation of the policy status. We assisted as well in the process of helping

the insured obtain a new application for auto insurance. We received that application back February 27,

2014 and bound coverage for her on March 1, 2014. Follow up questions were simply to validate the

insurance risk.

The difference in premium from the old policy to the new policy was the loss of the Persistency Discount

which is only applicable when an insured maintains continuous coverage with us. The Good Driver

Discount was maintained.

As for the issue with the DMV, we electronicaJly·notify them whether or not there insurance coverage

with us is still in force. When the policy expired in November of 2013, we notified the DMV that we

were no longer providing insurance coverage. The insured failed to act on the notification from the

DMVas well.

We do not consider this to be a valid complaint. The insured failed to make her payment to keep her

policy in force.

If you have any further questions or if I can be of any assistance, please do not hesitate in contacting

me.

Sincerely,

[redacted], Customer Service Manager

Consumer

Response:

Dear Ms. [redacted]

This letter is in response to the letter, you sent to me onMarch 31, 2014. Yes, it’s true that several payments were made to my home owner’sinsurance by mistake. I’ve been a customer for more than ten years, and it hashappened at least twice before now. The payment for the car insurance was sentmistakenly. If you will look at the payment history, you will notice that thepayment made in September 2013 was an advance payment for the November 17, 2013through July 17, 2014 premium. There were no payments due for the priorNovember 2012 through July 2013 premium.

There were a total of three payments made to the [redacted]Auto Account (see attachment #1) 9/03/2013, 01/30/2014, and 02/21/2014. Therewere only two payments made to the home owner’s insurance policy #[redacted]see attachment #2) 11/26/2013, and 01/13/2014. These payments were made onlineto E-Z Pay. I did not receive anyinformation regarding late, delinquent, or discontinuance of the auto policy. DMVcharged me for temporary suspension of registration effective 03/06/2014 (seeattachment #3), which clearly shows they had no prior knowledge of the supposedlycancellation of insurance in November. Thepolicy for November 17, 2013 Through November 17, 2014 was mailed to me on (October25, 2013 postage date). (Attachment #4).

I received a refundin the amount of $140.00 from the Home Owner’s insurance, but only $70.00 FROMTHE AUTO INSURANCE WHICH WAS PAID THREE TIMES…..(attachment #5 and #6)..

Thank you,

ID#[redacted]

Business

Response:

Ms. [redacted]:

The attachment below provides a more detailed history of your payments for the both your home and your automobile policies. As well, there are copies of endorsed refund checks of which you had noted you had not received.

The last payment you made to your automobile policy was in September of 2013. We were not able to accept the payment you made in January 2014 for a policy that had been cancelled for more than three months.

I hope this information provides the clarification needed to satisfy your complaint.

Regards,

[redacted] | Customer Service Manager

Review: On Friday 3/14/2014 I was parked behind my girlfriends apartment in La Verne California. My car was well within the parking spot designated and no part of my car was overhanging into the other parking spot. The neighbor, backed out of the garage and slapped mirrors, which completely knocked my passengers side rear view mirror and left it dangling by the electric control cord.I promptly called Wawanesa insurance and was given the following claim number. Claim # [redacted]. I then voiced my concern to the person on the other end of the phone about the safety with the mirror dangling and not feeling comfortable driving it, as the mirror might detach totally from the car on the freeway and hit another persons car. I pay extra each year to have rental expense reimbursement, and asked if I was okay to rent a car until the claim could be solved and my car fixed. I was told by the Wawanesa rep over the phone that they would in fact cover up to $25 per day for the rental coverage.Today, 3/18/2014, I was contacted by [redacted] at 1-800-640-2920 ext [redacted] and was told that the car was completely drivable and that they would not cover any rental expense. This after I'd already gotten an okay from their company, and told on Friday that they would. She also told me that the representative was out to inspect my car, and that the damage was minimal, they were quoting for a junkyard part (which I never use junkyard parts for my car) and that the cost to repair it in their opinion was $80. I have gotten two independent estimates, one at $125, and one at $135 using a brand new Ford part. Now she refuses to return my phone calls. I'm a little irritated, my car is not fixed, they are stating that I have to settle it between the other car owner it's beneath my deductible amount for the year and have closed my claim on me.First, I've been a customer of theirs for 16 years, the last claim, they replaced a bumper with a new one, not a junk yard one. Now, they won't even cover what they said they would.Desired Settlement: They told me on Friday they'd reimburse me the cost of the rental vehicle. They state that my car is completely driveable, which is it, it's not the point of whether it will go or not, it's the point that driving it on the freeway puts other drivers at risk if the now damaged mirror comes loose and hits another vehicle or damages my door. They said they'd cover the rental, now after incurring a rental car, they're refusing to allow me to be reimbursed. Feeling Lied to!

Business

Response:

We are in receipt of your complaint filed with the Revdex.com on March 19, 2014.

In response, I have reviewed the claim file.

I understand you spoke to supervisor, [redacted], on March 19, 2014, regarding the payment of

your rental car expense. Since you feel your vehicle is not safe to drive as a result of the

damaged mirror, [redacted] agreed to pay your rental expense, per the terms of your policy.

The Rental Expense coverage pays up to $25.00 per day for a maximum of 30 days.

In addition, you spoke to supervisor [redacted] on March 20, 2014, and he explained the use of

like kind and quality parts in the damage estimate we wrote. I hope the two supervisors

answered you questions adequately. If they did not, please feel free to contact me directly.

I would like to apologize for the misinformation you received from our office regarding

payment of your rental car expense. It is our desire to provide the best possible service to our

policyholders. However, the service you received on this claim was below this standard, and

certainly below your expectation.

Again, should you have any additional questions or concerns, please don't hesitate to contact

me directly. My office hours are Monday through Friday, 7:30am to 4:00pm at (858)522-7909.

Sincerely,

Wawanesa General Insurance

What has happened to Wawanesa? They no longer answer their phones, nor do they call customers back as they say they will. This leads me to worry that my prepayment for insurance through April 2016 is money thrown out the window. I took the day off from work to ask a question regarding dropping a car and driver from my insurance, but it looks as though it was a day wasted. They used to be a good company years ago, but now it's rate increases and customer service decreases. I am posting this to warn off new, unsuspecting customers. I believe your A+ rating does not reflect the current picture.

Review: I was a victim of a crime on early when someone busted my trunk rear glass on my SUV. I called and reported the incident to Wawanesa stating I had glass damage along with interior damage from the incident. I was told that I could go to All Star Glass to do the glass repair however a field appraiser will have to come to my house to complete the other damage appraisal. I called All Star Glass and they gave me a quote to complete the glass repair of $977 for a third party glass. It was my desire to have the OEM glass put on my vehicle and when they reviewed the price they quoted me a price of $978 however because it was $1 more they were going to have to get authorization from Wawanesa but they didn't think it would be a problem.

Well I was contacted by a field appraiser who came out on Tuesday August 12th. He assessed the damage and when he wrote up the price quote he indicated that Wawanesa will only pay $587 for a third party glass installed by the local glass shop Gator Glass because the OEM is too expensive. He assured me that the glass is the SAME glass without the Infiniti Logo. When I told him that I was referred to All Star Glass he informed me that they no longer use them because their prices were too high. I thought this was weird when I was just referred to them by a Wawanesa Rep when I reported the claim Saturday.

Long story short trusted the appraiser and I took my car to Gator Glass. Unfortunately they completely botched the job. They were suppose to clean up the old broken glass however there is still glass debris in the trunk of my car and panels that I can hear moving when driving. They installed a glass that was scuffed on the surface. The glass did not fit my car and one side of the glass is bulging out. They scratched the area above and below where the window was installed and chipped the paint on the back of my vehicle. When I pointed out the bad job that was done to the shop owner, he agreed it looked awful and did not know how to fix it.Desired Settlement: At this time I am seeking a full and complete repair of the back trunk glass with an OEM glass by a company that is competent and knows what they are doing. However now because of the botched job, the back of the vehicle will need to be painted before the install. I also need them to remove the inside paneling so that they can clear the excessive glass that fell into the panel walls that continue to rattle while I drive the car. Also they will need to do a better job at clearing the broken glass from the interior of my vehicle as there are still fine pieces of glass in the carpet and the tonneau cover and the rear seat.

Business

Response:

We are in receipt of your inquiry based on a complaint submitted to your office on 08/13/14 by

Mr. [redacted]. Our office registered your inquiry August 18, 2014.

On 08/09/14, Mr. [redacted] reported a loss involving vandalism to his 2009 lnfiniti FX35.

Specifically, a vandal broke the rear glass of his vehicle causing damage to the glass and an

interior component. At" that time we referred Mr. [redacted] to All-Star Glass company as a

potential alternative for replacement of the broken rear glass. We also dispatched a field

appraiser to complete a damage estimate for this loss.. Our field appraiser completed an

appraisal for damages on 8/12/14 quoting repair costs of $1139.12 for complete repairs. Per

the policy contract, we obtained a comparable market quote for the cost of like, kind, and quality

replacement glass from a local glass vendor (Gator Glass) at that time. At no time did

Wawanesa recommend or refer Mr. [redacted] to this facility for repairs. After applying Mt.

[redacted]'s $500.00 deductible to the total estimate for damages, we issued a check to Mr.

[redacted] in the amount of $639.12 on 8/13/14 for full settlement of his claim.

It is our understanding from speaking with Mr. [redacted] that he later chose to utilize the

services of Gator Glass for the replacement of the broken rear glass. We also understand Mr.

[redacted] is claiming faulty workmanship by Gator Glass caused damage to the paint on his

vehicle and the rear glass to be incorrectly installed. Mr. [redacted] provided photographs of this

damage to our office on 8/22/14.

On 8/20/14 we spoke with a representative of Gator Glass ([redacted]). He confirmed his

company was aware of the damage to Mr. [redacted]'s vehicle including the incorrectly installed

glass. Mr. [redacted] advised his company was willing to work with Mr. [redacted] to resolve this

issue. He further confirmed his company was awaiting a call back from Mr. [redacted] to

determine how they would proceed to resolve this issue.

We spoke with Mr. [redacted] on 8/20 and again on 8/22/14 confirming his options_ to resolve this

issue.

We confirmed with Mr. [redacted] that it was his decision to use the services of Gator Glass and

not any other vendor. We reminded Mr. [redacted] that we did not actively or passively initiate or

complete any referral to Gator Glass to complete these repairs. We advised Mr. [redacted] that

the replacement glass quote from Gator Glass applied to his estimate was a comparison quote

for like, kind, and quality glass replacement in his local market only. We also advised Mr.

[redacted] that we provided him with all required disclosures throughout this process.

Additionally, we reminded Mr. [redacted] that Wawanesa does not and did not express or imply

any warranty for work completed at any glass facility.

We confirmed for Mr. [redacted] that Gator Glass stated they are willing to resolve his claim for

damages according to their knowledge of the situation and their company warranty or

guarantee. Mr. [redacted] repeatedly advised us that he refused to allow Gator Glass to

address these issues or attempt to resolve the damaged items or workmanship. We advised

Mr. [redacted] that using the Gator Glass warranty appeared to be his best option to resolve

these workmanship issues. We also advised him the only alternative to pursue an additional

claim for damages through Wawanesa would be to report a separate loss for damages. To

date, Mr. [redacted] has not reported a separate loss.

Based on our understanding of this situation, Mr. [redacted] experienced a new and separate

loss for additional damages to his vehicle. The new damages, while related to repair work

completed on this claim, were caused on a separate date of loss due to the faulty workmanship

of Mr. [redacted]'s chosen repair facility. Since Mr. [redacted] selected this facility (Gator Glass)

we recommend he work with them to resolve these issues under their warranty or guarantee

process. Otherwise, Mr. [redacted] may report a separate loss to Wawanesa that will be

promptly and thoroughly investigated for coverage according to the applicable policy contract.

Sincerely,

Wawanesa General Insurance Company

Claims Manager

My car was hit by a driver who's insurance is with Wawanese Insurance. Going through their insurance to fix my car has been a nightmare. My accident was on Oct 22nd and the inspector didn't come out until November 11th. I didn't hear anything for at least a week. I brought my car into the repair shop soon afterwards and they found more damage the inspector didn't see. Now I'm stuck in the middle of the dispute between the dealer and the insurance company. It's almost been two months since my accident and my car is no where close to being fixed. I get no calls from Wawanesa after leaving several voicemails asking about the situation. I get plenty of calls from the body shop asking me to ask them. This is not what you'd expect being the one hit by another person's car. I find this extremely unacceptable for a car insurance.

Review: My car was rear ended on July 30. My insurance company is Wawanesa Ins. and the insurance company of the lady who hit me is also Wawanesa. I have a $500 deductible and I'm told to pay the deductible until they are able to interview the lady who hit me. I don't have an extra $500. I feel that nine weeks is an excessive amount of time to interview someone. The lady lives with her parents and I don't see why this needs to drag on so long. I was hoping to trade in my car in September when cars are greatly discounted to make way for new inventory. This insurance company has been a horrible experience for me.Desired Settlement: The estimate of the repair is about $1000. The discount of new 2014 Ford pickup trucks is traditionally around $9000, to make way for the new 2015 trucks. I believe small claims takes cases up to $10,000. That will be my next move.

Business

Response:

We are in receipt of your October 8, 2014 email where our insured, [redacted] has lodged

a complaint with your office. In your correspondence you state that you "recognize that there

are two sides to every dispute." In this particular auto accident there are actually three separate

versions of the incident being presented.

This loss occurred at 7:15 p.m. on July 30, 2014. All vehicles involved in the loss were

travelling on Interstate 10 westbound also known as the Santa Monica freeway. Traffic was

heavy and described as "stop and go" traffic. Mr. [redacted] was alone operating his 2011 Chevy

Malibu and travelling in lane number three. He is described as the front most vehicle in this

loss and [redacted] was travelling directly behind him in her 2009 Mazda 5. Ms. [redacted]

had five passengers in the Mazda van. Travelling directly behind the Mazda van was [redacted]

[redacted] in a 1998 Pontiac Grand-Am. Please note; Ms. [redacted] is also insured with Wawanesa

General Insurance Company.

California Highway Patrol responded to the accident scene. The investigating officers took

statements from all parties and concluded that the cause of the loss was Mr. [redacted] in

violation of California Vehicle Code Section 22350 which states: no person shall drive a vehicle

upon a highway at a speed greater than is reasonable or prudent having due regard for weather,

visibility, the traffic on, and the surface and width of, the highway, and in no event that a speed

which endangers the safety of persons or property. In essence the investigating officer found

that Mr. [redacted] drove his Pontiac into the rear of the Mazda van driven by Ms. [redacted] and

pushed the van into Mr. [redacted]'s vehicle. It should also be noted that Mr. [redacted] was cited

for being an un-licensed driver. The Pontiac being driven by Mr. [redacted] had just been

purchased. Part of the difficulty in resolution of this claim is the fact that [redacted] Insurance,

for Mr. [redacted], has yet to reach a coverage determination regarding the 1998 Pontiac

Grand-Am.

The occupants of Ms. [redacted]'s Mazda van all of which are between the ages of 15 and 18 have a

slightly different version of the accident. The two recorded statements we have obtained

indicate that the 2011 Chevy Malibu driven by Mr. [redacted] came to a very abrupt stop and Ms.

[redacted] braked hard and almost avoided rear ending the Chevy; however, made slight contact

seconds before being rear ended by Mr. [redacted]'s vehicle. They state they were pushed back

into Mr. [redacted]'s vehicle a second time, much harder. In the second impact the airbags of the

Mazda van deployed. In their version they felt three impacts two to the front of the vehicle and

one from the rear. In this second scenario Mr. [redacted] should have felt two impacts.

The Complainant, [redacted] has yet a third version of the auto accident. He states he

was slowing for traffic when he was rear-ended by the Mazda van travelling directly behind

him. He denies there being a second impact and upon being struck in the rear had to swerve to

avoid striking the vehicle in front of him.

We have kept Mr. [redacted] informed of our progress and why we've required additional time to

conclude our investigation. We obtained the statement of our driver, [redacted], on

October 16, 2014, which allowed us to reach a liability determination. Mr. [redacted] was

informed this date that we will be able to honor his claim.

The sorting out of the three separate versions created some difficulty in final resolution of this

claim. While Wawanesa General Insurance Company would have liked to have completed it's

investigation into this matter sooner, it took some time to arrange for statements with the

minors involved, including Ms. [redacted].

Should you require further information regarding this claim, please contact the undersigned

between the hours of 8:30a.m. and 5:00p.m., Monday through Friday, at ###-###-####.

Respectfully,

Claims Manager

Review: While insured by wawanesa, I have yet to receive decent customer service. My car was in a accident due to road hazard and they deemed it mechanical failure when it clearly was not. They refused to pay for any damages to my vehicle. Vehicle damages estimated around $4000. During that time under my policy I was paying for rental insurance coverage. My adjuster set up a rental to cover me until they reviewed my claim. Never did I get a call for any decisions they made. I had to call to find out that I was no longer covered with the rental after July 1st. Their excuse was that during the investigation process the rental coverage stops. Did I receive a courtesy call? no. No call to keep me updated about anything. I call multiple times a day and left numerous voicemails which most were never answered. So around July 15th I called the rental company and asked for the status of my rental since wawanesa wasnt getting back to me. [redacted] notified me that July 1st was my contract end date. I then returned the car on the 15th. I tried calling again and finally spoke to the Supervisor in the claims department. She then notified me about the contract end date and did not acknowledge any part of it. As of today I have no working vehicle and have unauthorized charges on my credit card. This situation has brought nothing but stress, frustration, and financial struggles for something that should've been covered by Wawanesa.Desired Settlement: Repairs to be covered and rental car charges credited. Wawanesa should consider hiring agents who actually want to work and provide customer service to their members.

Business

Response:

August 1, 2013

Chula Vista CA 91914

RE: Revdex.com Complaint ID: [redacted]

Complainant/Our Insured: [redacted]

Policy Number: [redacted]

Claim Number: [redacted]

Date of Loss: June 21, 2013

Dear Ms. [redacted]:

We are in receipt of correspondence from the San Diego Revdex.com dated July 31, 2013,

with your complaint attached.

In response to your complaint I reviewed the claim file and would like to apologize for the service you

received from your adjuster. It is our desire to provide the best possible service to our customers and

the adjuster should have done a much better job of explaining the rental aspect of your claim to you. I

understand your frustration and am very sorry. Enclosed you will find payment of $300.00 as

reimbursement under the Rental Expense coverage for the additional twelve days of rental, from July 4,

2013, through July 15, 2013, at $25.00 per day.

With respect to the claim for your vehicle damage, as we previously advised in our letter to you dated

July 26, 2013, we are unable to pay for the damage to your vehicle because the damage occurred as a

result of a mechanical breakdown or failure which is specifically excluded under the policy.

Please understand that it our obligation as your insurance company not to pay all claims presented to

us, but to pay only those claims which are covered per the terms of the policy contract. Inasmuch as

the damage to your vehicle was caused by mechanical breakdown or failure, we had no option but to

deny payment of this particular portion of your claim.

If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at

(800)427-9669 x[redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire

matter reviewed by the California Department of Insurance. You may direct your inquires and concerns

to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles

CA 90013, telephone number (800) 927-HELP.

Sincerely,

WAWANESA GENRAL INSURANCE

Claims Manager

Enclosure: $300 payment

Review: I had asked what was needed to add my brother to my Insurance at the end of May. They stated that all I would need to do for part time coverage is send a copy of his license and $50 payment extra each month. I mailed a copy of his CA License to Wawanesa and then sent a payment for $50 to them on June 17th it cleared on June 19th. On June 19 my brother drove my care because my check had cleared so he was added according to what they had told me I had to do a woman ran a stop sign and they collided. The woman' s insurance had claimed liability, but Wawanesa since day 1 of my claim (June 19) has put my case under investigation. They finally denied it yesterday July 9 (I found out july 10 by here supervisor [redacted]) no one bothered to call me or let me know in fact [redacted] (working claim) had only called me back maybe 4 times after I had left her multiple messages and fax messages. I later cancelled my I account on July 9 because they had not helped at all I did everything I worked so hard and did everything right and this is how this company repays me. This took so much of my time and for them to deny it is unexceptionable and for other customers to have to go through this is crazy. I spoke to her manager ([redacted]) to make a complaint against [redacted] only to be told condescendingly that [redacted] had a log of all the times she called etc. I told her I have faxes etc. that I sent [redacted] made no log of that, so I told her I could send proof [redacted] said no that it wouldn't be necessary. The whole call was worthless they still denied my brother and I still cancelled my policy and I'm sure she wont even reprimand [redacted]. I let [redacted] know I would be filing a complaint with the Insurance Bureu she just said ok and for me to have a nice day. I didn't even ask for money etc. no rental car nothing which they owed me I just wanted them to help me, but they said they couldn't because the case was pending. They excepted my payment so that binned our agreement.

Call Log:

6/25/13 10:24 am recorded my statement

6/27/13 8:44 am said recording had finished being transcribed she would call back at noon

6/28/13 10:12 am she didn't call back so I called left voice mail

7/3/13 1:19 pm called no answer left voice mail ( called here again and hour later just hung up no voice mail left)

7/8/13 9:26 am called no answer left voice mail (called here again 2 more times just hung up no voice mail left)

7/9/13 10:53 am called no answer message said she was on the other line so I left voice mail.

7/9/13 1:57 pm called no answer again (called 2 more times no answer no voice mail left) also faxed her a request for a call

7/9/13 4:53 pm called Wawanesa to cancel my policy and speak to supervisor of [redacted] ( [redacted] supervisor) [redacted] in customer service helped me.

7/9/13 5:05 pm left voice mail for [redacted]

7/10/13 9:47 am received a call from [redacted] she stated they are suppose to call with in 4 hours or at max 24 hours

7/10/13 11:15 am [redacted] Customer Service rep. made sure [redacted] noted the conversation (she did)Desired Settlement: That is business be reprimanded or have their license for Insurance be taken away for practicing business dishonestly.

Consumer

Response:

I guess I just want what I have paid so far for my policy $478 and really I want an apology they made me feel like a piece of trash because I was under investigation and I really hope they don't do this to honest paying members. Thanks for your time and have a nice day.

Review: I was quoted one amount for miles but was not written up the same-representative was misleading.Desired Settlement: My $308.40 refunded immediately not a month later.

Business

Response:

This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa Insurance.The New Business Unit received your application on March 30, 2015. New BusinessRepresentative, [redacted] spoke to you on April 1, 2015 to advise that since you updatedthe annual mileage on your application from 3,000 to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,000 asoriginally stated and the annual premium would remain at $765.00 as originally quoted.Your policy was issued on April 1, 2015 with an effective date of March 27, 2015. Ourpolicy notes show you called our Customer Service Department on April 2, 2015 andrequested to cancel your policy. A full refund of $308.40 was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstanding. If you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with you. If you have any further concerns regarding this matter, please feel tocontact me.Sincerely,[redacted] MBA, AINSUnderwriting Manager

Review: 1. No after hours to handle general questions.

2. On hold for an hour and still no one has helped/talked to me.Desired Settlement: I want to see improvement in their customer service. Stop making the claim voted best in "customer services"because they are not.

Business

Response:

As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll center. We are doing everything we possibly can do at this time to address our service levels.Based on the reports pulled, we can see that our insured placed his first call with us on March 17 at4:39pm. He hung up after approximately 48 seconds. He ca lled again on March 18 at 10:10am. Therewas a wait of about 17 minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is time.Our insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on Saturday. As well, I have offered for him to contact me directly if needbe.We sincerely apologize for not being able to provide and meet expected customer service.

Consumer

Response:

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

Regards,