A A A Automobile Club of Missouri

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

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 3/8/16 and a Renewal Declarations was mailed on 2/16/16.  When payment was not received a Notice of...

Cancellation was mailed 3/10/16, and then another Lapse Notice on 3/28/16.  Customer did not make any payment on his policy, and therefore, the policy cancelled back to the renewal date of 3/8/16.  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.

The insured initially reported she was involved in a collision on December 25, 2016, where she was struck on the right side of her vehicle by an unknown party.  Once the vehicle was in for repairs on January 17, 2017, insured advised the shop she also had damages to the right side of the...

vehicle.  The adjuster advised the shop that two claims with a deductible applying to each claim would apply.  However, a call to Ms. [redacted] was made on that day to inquire further.  Ms. [redacted] did not return her call until January, 24th, at which time the adjuster received additional information on the claim.  We reviewed the statement and agree one claim with one deductible applying was correct.  We regret there was a misunderstanding and we hope this answers any questions you may have regarding this claim.  We are pleased to report that we were able to resolve this issue to our insured’s satisfaction.

Insured has inquired numerous times since September 14th if an $80 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 $80.00 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.

Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
We are uncertain why this customer did not receive his membership card when he joined in June. Cards are normally received in 5 to 10...

days after joining. A duplicate card was ordered for him on August 6th per his phone call on August 5th. On August 5th, AAA had a company-wide system outage, and this is the reason the duplicate card request could not be processed on that day. It was taken care of the next day when the system availability returned.
We apologize for the inconvenience this customer had when attempting to obtain a replacement membership card.

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
The policy was originally written with an incorrect longevity with the customer's prior insurance carrier. When the shorter...

duration of prior coverage was found during the underwriting process, the premium was corrected. Policy quotes will occasionally change when information is discovered in underwriting information provided on an application. A manager explained the increase in premium to the customer, and the customer requested the policy be voided back to the inception date. Per our filings with the Missouri Department of Insurance, in order to void a policy, we need a declaration of coverage from another carrier showing she had insurance elsewhere during this time. The declaration page provided from [redacted]e showed coverage beginning on 6/15. Therefore, we could cancel the policy effective that date. The amount the insured is being billed from our company for coverage we provided from 6/9 to 6/14.
The manager also sent an email to the customer and her daughter apologizing for the error in the initial quote. Based on the Department of Insurance filings, we cannot waive insurance premium due for coverage afforded.

As stated in our previous response, at her convenience the customer should call the manager directly and he will assist her in obtaining a new sales agent.  [redacted] ext. [redacted].

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
We apologize that this customer did not receive an answer when she questioned her insurance rate. Many factors, other than one's...

driving record and claims, go into an insurance rate. An Insurance Credit Score is one factor. However, this is not the same as a credit score used for obtaining loans, etc. We did recently have a rate increase which was filed with the Missouri Department of Insurance in this customer's area. This filing would cause an increase in insurance rates without any change in driving record.

As stated in the AAA Membership Handbook, in order to tow a vehicle utilizing your AAA benefits, the vehicle must bear valid state license plates.  Since this vehicle's tags were expired, the customer would be responsible for all towing costs.  We apologize that we cannot make an...

exception.  This member and his associate members have utilized our AAA towing services ten times since joining about a year ago.   Therefore, we are confident that they have realized the value of their memberships and why we must adhere to our rules.

Insurance was purchased with an effective date of 9/23/16 and the customer cancelled the policy effective 11/15/16.  The customer is not owed a full refund because insurance coverage was active from 9/23/16 to 11/15/16.  The early cancellation penalty was waived and not applied to...

this policy.  The payment that was retained was for the insurance premium due for this coverage.  This has been explained multiple times to the customer.  We apologize for any confusion, but we cannot refund the insurance premium for coverage provided.

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.