A A A Automobile Club of Missouri

A supervisor has spoken with this customer regarding this earned premium bill It was explained to her that if she sends in proof that her son had insurance with another company during the time he was insured with AAA, we will adjust the premium accordingly She was unable or unwilling to send proof that he was insured from the time he was added to the AAA policy until the cancellation so we are not able to remove the earned premium

We apologize that this consumer has had difficulty removing her name from our solicitations The consumer's name, address and phone number provided in this complaint have all been added to our company's Do Not Solicit List It may take up to days to be removed from all mailings

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@aaamissouri.com This complaint has already been researched and the customer has been sent a response with the findingsCustomer did receive an auto/home discount on her auto policy the entire time that she had an active renter's policy with AAAWhile we are filed with the Kansas Department of Insurance to offer a discount on specific types of AAA life policies, the whole life policy this customer carries does not qualify for a discount based on these DOI filings

A full refund is being processed on this policy The procedure for refunds on homeowners insurance is that they are sent directly to the policyholders not the mortgage companies This way the customer can return the money to her mortgage company and ensure that her escrow account is properly credited When insurance companies attempt to refund premiums to mortgagors, many times the money does not get applied to the proper loan and escrow account Additionally, the agent has been counseled on the underwriting guidelines associated with writing a homeowners policy without a supporting household auto policy We apologize to the customer for the confusion in her circumstance

The customer's policy renewed 10/30/and was set up on bank draft so we automatically drafted the payment of $from the customer's bank on that dateAs with all policies set up on bank draft, the draft will occur as scheduled unless notified prior to the draft date to discontinueThe insured had been set up on bank draft for at least the prior months We were notified via email on 11/13/to cancel his insurance policy that same dayIt took until 12/3/for the agent to key the cancellation into the system effective 11/13/During this time, we drafted a payment from the customer's bank account on 11/for $The customer stopped the draft at his bank and the payment was returned to us on 12/On 12/we issued a refund for $to the insured for overpayment on the policy We regret the delay in cancelling the policy when notified on 11/and should not have drafted the payment on 11/30/We will consider refunding any overdraft fees the insured received as a result of our delay in cancelling the policy and drafting the 11/paymentWe would need proof of overdraft fees incurred by the insured from their bank

On December 20, 2016, Mr [redacted] reported a loss to AAA for hail damage to his home with a loss date of March 13, AAA investigated the claim using a Core Logic, Hail Verification Report and found the last time there was hail verified at Mr***’s residence was on April 27, AAA first insured the home on March 7, Mr [redacted] has been advised that the hail damage to his home occurred before AAA insured the home and, therefore, we cannot provide coverage for the claimWe can also confirm that our Underwriting department has decided not to renew Mr***’s homeowner policy

Attached is our response to the customer A refund in the amount of $is being mailed to the customer today

Complaint: [redacted] I am rejecting this response because: There was not an NSF issue that caused the $chargeIt was the AAA in ofallon that received the fax in April not correcting the routing numberHad the AAA office correct the routing # as requested on 4/8/this problem would have never happened and I wouldn't have had to pay the $I paid the balance due because if I did not then there would have been a lapse in coverage on my vehicleI do not accept this response and am offended by itI have sent faxes to the office proving the money was there, proving I faxed the appropriate documentation to have the adjustment made and AAA failed to follow through causing the issue on my account, not me Sincerely, [redacted] ***

Please see attached response letter sent to this customer

Insured has inquired numerous times since September 14th if an $money order has been received by AAA Insured sates the money order was mailed in early September Insured has been informed by AAA on all occasions we have no record of receiving an $money order intended for his policy It has been suggested to the insured to contact the establishment where he purchased the money order to trace or place a stop on the money order

Response letter sent to the customer Please see attached

The customer has presented concerns with regard to claims filed under her policy AAA only has record of two claims, not three as mentioned in this complaint Claim # [redacted] was filed on 7/2/for wind/hail damage to siding and possibly the roof An inspection was completed on 7/15/that showed damage to the siding and one gutter from golf balls, not hail The customer's home backs up to a golf course No storm damage was found, and an estimate was written for $which was less than the policy's deductible A copy of the inspection report, estimate and our letter was provided to our insured.Claim # [redacted] was filed on 5/4/for wind/hail damage to the home An inspection completed on 5/10/showed small pea size hail damage to the soft metals on the roof and gutters, however, there was no damage to the asphalt shingles Also noted was a substantial amount of damage to the siding of the home from golf balls The customer was not making a claim on the golf ball damage An estimate was written in the amount of $1,438.73; however, the customer's deductible for wind/hail was $2,so no payment was issued Photos indicated the inspector walked the roof and his chalk markings were present on the vents and slopes A copy of the inspection report, estimate and our letter was provided to our customer.Both claims involved physical inspections of the property, specifically the roof, which is documented in photographs AAA appropriately inspected, evaluated and resolved these claims based upon the terms of the policy and applicable insurance regulations

The six month premium for the first policy term in November of was $ The down payment was received in cash for $ The insured elected to have the remaining five payments withdrawn electronically from his account on the 23rd of each month December thru March payments were received in the amount of $as scheduled April payment when presented to the bank was returned insufficient funds The insured was mailed a notice indicating payment was not honored and that he could make good on the payment up to May 13th Phone conversations took place reminding the insured and explaining payment was still required or the policy would cancel as of May 13th Mr [redacted] did not make his April payment good so the policy cancelled for nonpayment on May 13th At this time, as previously explained to Mr [redacted] , there is an outstanding balance due for insurance coverage provided up to May 13th Two bills have been sent to Mr [redacted] in attempts to collect the past due outstanding balance

Complaint: [redacted] I am rejecting this response because: They have a guarantee of wonderful service, and it was awfulABSOLUTELY, AWFUL! Then they insult my intelligence by giving me 2membership coupons for next yearTheme park tickets, would have been more exceptableLike AAA acknowledged they were at fault, I am already on a membership why,would I want another? AAA, here in StLouis, Mo is Pathetic, I would never refer anyone hereThree hour wait is useless, I could have died and they would still be confused about my membership Sincerely, [redacted]

The customer booked the original airline ticket online on our AAA Website, this reservation was not handled by a AAA Travel Agent, it was booked with our Internet Booking Partner5/ Client booked flights on AAA Website from Victoria to Anchorage, two tickets purchased $each, total of $6/ Client called the AAA Customer Service Line for online bookings to exchange the original tickets which were purchased (Victoria to Anchorage) to Victoria to StLouis The cost of the new ticket was $each, a cost increase of $ per ticket plus the airline ticket exchange fee of $which was $x tickets = $ At this point, the client’s ticket price was $+ $+ $= $per ticket, or $for both tickets Our Internet Partner charged her $for the exchange of the two tickets Our Internet Partner did not charge their fee of $per ticket for issuing the exchange, this would have been an additional $The charge would have been $if the two $fees had not been removed as a gesture of goodwill6/ Client called back to AAA Customer Service Line again when she realized she needed to again change the tickets from Victoria to Vancouver where her cruise ship ended When she was advised of the additional $200.00/ticket exchange fee which would be by the airline to change the tickets again, the client declined because she didn’t want to pay the fees again 6/ Upon speaking to our AAA Customer Service Support team, if the client does not wish to use these tickets which she purchased and which are non-refundable, she can contact the AAA Customer Service line at 1- [redacted] prior to her departure date of July 11, and the tickets can be put on hold for up to one year However, the client will still need to pay the difference between the original tickets and the new tickets and any ticket exchange fees which will be imposed by the airline The change fees that the client incurred are imposed by the airlines, not by AAA

AAA's Contract Station Relations supervisor has been in contact with this member regarding the situation The customer will have his wheel stud replaced at a repair facility of his choice and send the bill directly to the supervisor for reimbursement from AAA

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 meI will certainly make that contact as needed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:AAA stated that the problem occured due to the representatives lack there of attention to the small detailsLike research, as I have stated prior I feel as if my membership should stay in active status with the membership cost being credited back to my fathers cardThis should have never ever occuredAAA, is a nationwide service whether I was in Florida or Missouri the agents should haveEven able to help me in a courteous, efficient, professional mannerUnfortunately, it took hours for service to reach me and I was very much inconvenienced due to no fault of my ownMy father and I were told to use the Florida Membership until we received the new cardsPlease work with us on this matter because next year depending on the service my father and I receive from this point on will help me make a decision to keep the membership in effectTHE POINT IS THIS SHOULD HAVE NEVER HAPPENED FOR A PAID PLATINUM MEMBERSHIP Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aaamissouri.com A refund of $was processed on 10/28/to the customer's credit card

Prior to a policy cancelling, three mailings are sent to customers alerting them of payment due and possible cancellation In this instance, the customer's policy renewal date was 3/8/and a Renewal Declarations was mailed on 2/16/ When payment was not received a Notice of Cancellation was mailed 3/10/16, and then another Lapse Notice on 3/28/ Customer did not make any payment on his policy, and therefore, the policy cancelled back to the renewal date of 3/8/ When the agent spoke to this customer, he claimed that he receives so much mail that he does not open it Our Underwriting Guidelines are filed with the Missouri Department of Insurance, and we cannot make an exception to reinstate at his prior rate due His premium would be figured based on several factors including payment history