A A A Automobile Club of Missouri

We apologize over the confusion on this refund.  The original refund check was sent to the named insured at the address listed on the policy.  We have placed a stop payment on that check and issued a new one to be sent express mail to the complainant's address.

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
Attached are the documents that this customer received with their renewal notice in October 2014 regarding the 2% wind and hail...

deductible. Our filings with the Missouri Department of Insurance state that a 2% wind and hail deductible will be applied to all policies that do not have a valid automobile insurance policy with our company. A manager did speak with this customer and offered to resend all documentation, but he stated he did not want it.
The claim was paid in accordance with our filings with the Missouri Department of Insurance, and we cannot refund any deductible.

The customer's policy cancelled for non-payment on 12/25/16; the final cancellation notice was mailed on 12/09/16 after the customer's payment came back as insufficient funds.  On 12/20/16 it was explained on a phone call with the customer that his $173 insurance payment must be made by...

12/23/16 in order for the policy to stay in force.  It was explained that after the insurance payment was made, AAA would then be able to adjust the $20 insufficient funds service fee.  Customer did not make his insurance premium payment and policy cancelled.   Underwriting made the decision on 1/03/17 to deny policy reinstatement due to the payment history which included multiple insufficient funds payments (4 NSF's since 1/1/16).

The customer contacted AAA on 2/10/2016 to obtain insurance on a vehicle she was purchasing.  Various deductible options were quoted and discussed at that time.  The customer had no prior auto insurance which made premiums higher, and she purchased the $1000 deductible for collision and...

comprehensive coverages.  The premium for the $1000 deductible was $188 less than the $500 deductible option.  The purchased application, the policy the customer received in the mail, in addition to the recent policy renewal all show the $1000 deductible.  Therefore, we cannot change the deductible back to the inception of the policy.

As stated in our prior response, we do apologize for the confusion during the service call.   The supervisor thoroughly reviewed the recorded phone calls between the member and the customer service representatives.  AAA stands by our initial response and will not be providing a refund.  Service was provided, and as a goodwill gesture for the delayed service we sent the member $40 in coupons for the next renewal.

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 7/2/14 for wind/hail damage to siding and possibly the roof.  An inspection was completed...

on 7/15/14 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 $563.80 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 5/4/16 for wind/hail damage to the home.  An inspection completed on 5/10/16 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 $2,000 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.

Attached is our response to the customer.  A refund in the amount of $35 is being mailed to the customer today.

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 10/30/15 and was set up on bank draft so we automatically drafted the payment of $99.15 from the customer's bank on that date. As with all policies set up on bank draft, the draft will occur as scheduled unless notified prior to the draft date to discontinue. The...

insured had been set up on bank draft for at least the prior 6 months.
We were notified via email on 11/13/15 to cancel his insurance policy that same day. It took until 12/3/15 for the agent to key the cancellation into the system effective 11/13/15. During this time, we drafted a payment from the customer's bank account on 11/30 for $99.17. The customer stopped the draft at his bank and the payment was returned to us on 12/7. On 12/14 we issued a refund for $31.15 to the insured for overpayment on the policy.
We regret the delay in cancelling the policy when notified on 11/13 and should not have drafted the payment on 11/30/15. We will consider refunding any overdraft fees the insured received as a result of our delay in cancelling the policy and drafting the 11/30 payment. We would need proof of overdraft fees incurred by the insured from their bank.

Initial Business Response /* (1000, 5, 2015/05/07) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@aaamissouri.com
AAA does appreciate the seven years this prior insured had allowed us to service his insurance needs. As acknowledged in his...

complaint, the insured asked to have his son added to the policy. This was done at his request after he provided all of the needed information such as Name, Drivers License, Date of Birth and Social Security Number for his son. The addition of the son did substantially increase the rate during the term. The increase was due to the son having three at fault accidents and 2 speeding tickets within the last three years. This mid-term increase in premium was explained to our insured. It was also explained in a subsequent conversation, the sons' driving history did not meet our guidelines for coverage. It was further explained AAA would not potentially renew the policy unless the son was removed and excluded from coverage. Insured chose the option to exclude the son from the policy which would reduce the premium and meet the guidelines for a future renewal. The proper exclusion form was sent to the insured to remove the son and exclude coverage. The exclusion form was mailed a subsequent time after never being returned.
There were a total of four conversations with this insured regarding his son, his increase in premium and the insureds failure to return the exclusion to remove the son. This policy cancelled for nonpayment of premium on October 18, 2014, the outstanding earned premium is $313 for coverage provided.

Please see attached response letter sent to this customer.

On December 20, 2016, Mr. [redacted] reported a loss to AAA for hail damage to his home with a loss date of March 13, 2016.  AAA investigated the claim using a Core Logic, Hail Verification Report and found the last time there was hail verified at Mr. [redacted]’s residence was on April 27, 2014....

 AAA first insured the home on March 7, 2016.  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 claim. We can also confirm that our Underwriting department has decided not to renew Mr. [redacted]’s homeowner policy.

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 details. Like 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 card. This should have never ever occured. AAA, is a nationwide service whether I was in Florida or Missouri the agents should have. Even able to help me in a courteous, efficient, professional manner. Unfortunately, it took hours for service to reach me and I was very much inconvenienced due to no fault of my own. My father and I were told to use the Florida Membership until we received the new cards. Please 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 effect. THE POINT IS THIS SHOULD HAVE NEVER HAPPENED FOR A PAID PLATINUM MEMBERSHIP.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
AAA members are allowed four road service calls per year. The bill he received was for his fifth service call. This member contacted us on...

May 6th for more details regarding his fifth ERS call. On May 7th a Call Detail Report was sent to the member breaking down the charges. A copy of this documentation is attached.
Below is a list of service usage:
Call Date Call Type
04/28/14 Key
05/26/14 Key
06/02/14 Tow
06/17/14 Key
11/25/14 Tow
Also attached is a copy of the Alert Letter sent to this member on July 3, 2014 after his third road service call reminding him of his four call limit.
As stated above, we have already provided the member with the proof of service requested.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will certainly make that contact as needed
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
A refund of $89 was processed on 10/28/15 to the customer's credit card.

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.

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 Partner. 5/30       Client booked flights on AAA Website from Victoria to Anchorage, two...

tickets purchased $295.00 each, total of $590.00 6/1         Client called the AAA Customer Service Line for online bookings to exchange the original tickets which were purchased (Victoria to Anchorage) to  Victoria to St. Louis.  The cost of the new  ticket was $326.49 each, a cost increase of $31.49  per ticket plus the airline ticket exchange fee of $200.00 which was $231.49 x 2 tickets = $462.98.  At this point, the client’s ticket price was $295.00 + $31.49 + $200.00 = $526.49 per ticket, or $1052.98 for both tickets.  Our Internet Partner charged her $464.00 for the exchange of the two tickets.  Our Internet Partner  did not charge their  fee of $30.00 per ticket for  issuing  the exchange, this would have been an additional $60. The charge would have been $524.00 if the two $30.00 fees had not been removed as a gesture of goodwill. 6/1        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.   6/8        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, 2016 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.

The [redacted]s received an emergency road service bill dated February 3, 2016 for their son’s fifth service call.  (Each member receives four free calls per year.)  The son was originally billed under his associate number with his parents.  However, after he was billed, he rolled from...

associate member to his own primary membership with a new number.  The billing system changed his member number, but the original bill still had the old membership number on it.  Thus, when their payment came through, it scanned to the old number and was not applied to the newer membership.   We have since adjusted their account to show a “zero” balance and no more bills will be sent.

AAA management has fully reviewed this case regarding is claim against our contract station, [redacted].    Member states that the tow truck did damage to her front bumper but she did not know about it for several days after it had been on the repair shop lot.  The owner from...

[redacted] went and inspected damages and explained to the member that this damage was not caused by the tow vehicle and was likely caused on the repair shop lot.  The member submitted two videos which support this.  The first video is from 6/19/16 and shows the vehicle being dropped by the tow truck at the repair shop lot with the member standing next to it when it was dropped off.  The second video is from 6/24/16 and it shows damage on the vehicle, but the vehicle has been moved into the grass by the repair shop. On 8/12/16 our Contract Stations Relations representative spoke with the member and explained that after viewing the video and pictures there is no evidence that the damage was caused by the towing company.  Member was not happy with response, and we apologize we cannot assist her in this situation, but the evidence does not support her accusations.