AAA American Air Conditioning and Heating

A response was sent to *** *** on August 18, from Travelers Alpharetta GA Claim Center as follows:
"This letter is to follow up on our conversation from August 12, in which we discussed your concerns regarding The Travelers Home and Marine Insurance Company’s (hereinafter
referred to as Travelers) inability to recover your $deductibleThis deductible was incurred due to a September 21, accident involving a vehicle that opened their car door into your vehicle in a parking lotThe insurance carrier for the other vehicle did not accept liability for the loss and you filed your damages under the collision coverage of your auto policy
Travelers conducted an investigation into the loss and determined that you were not responsible for the accidentThis was based on the police report, points of impact and statements obtainedHowever, the other insurance company found you to be at fault for the accident for improper passingIntercompany arbitration was then filed to resolve the dispute between the carriers and to attempt to recover the amount paid on your claimOn May 2, Travelers received a decision from an arbitration panelistThe panelist stated that in your statement you admitted to seeing the other vehicle stop and put on their lights to indicate they were going to let out passengers at the entrance to a grocery storeThe panelist ruled that more care was needed by your part while passingThey ruled that you were percent at fault for improper passing but did place percent negligence against the other party for not taking more care when opening their car door
Due to the fact you were placed as being majority at fault for the accident by the arbitration panelist, we are not able to recover any amount paid on your claim by you or the policyDuring our discussion you asked for the other carrier’s information to give them a call to discuss their decision to deny liability from the onsetI provided that information to you for your reference."

A response was sent to *** ***, September 17, from Travelers *** ** Business Center as follows:
"
Thank
you for your recent additional inquiry to Travelers through the RevDex.com. We appreciate the opportunity to address your concerns
*** ***, we understand your position, however,
at this time we do stand by our original response regarding the remaining
balance after the cancellation of the policyI have included a breakdown of
your billing for the last months of the account."
(the response letter listed a chronology of policy activity from May - June 2014)
"While I understand your disappointment with our
current position, I cannot alter your policy at this timeWhile I understand your disappointment with our
current position, I cannot alter your policy at this time."

A response was sent to *** *** dated 7/29/from Travelers Major Case Unit, based on our prior receipt of this complaint directly, as follows:
Thank you for your email today as it relates to your concerns with the building estimateThis letter will serve as The
Automobile Insurance Company of Hartford, Connecticut’s ("Travelers") acknowledgement and response to your email and letter to *** ***As discussed during our telephone conversation on July 22, and July 29, 2014, we have addressed some of your concerns and would like to thank you for bringing them to our attention
The email you sent today outlines your initial concerns with our building estimateSome of the concerns such as plumbing have been addressed in our estimateWith regard to your request to have the slab replaced, the engineer retained by Travelers to inspect the slab determined during his site inspection that the slab had not been damaged by the fireHowever, to further address your concerns, Travelers will ask its retained engineer to perform a follow up inspection once the slab is cleanedAs we discussed yesterday, you informed us that you will be forwarding our building estimate to your contractor for reviewOnce your contractor has had a chance to review, please forward your concerns to us and we will review and addressDepending on the items of concern, a follow up visit to the loss site may be necessary to resolve any outstanding issues
I would like to take this opportunity to address some of the other concerns set forth in your letterDuring our discussion on July 22, 2014, you indicated *** *** released your building estimate and engineer’s report to you and a
rd party without your permission*** *** sent the estimate and engineer’s report to both of the e-mail addresses contained in Travelers’ claim fileThe 3rd party email address was provided to Travelers during the initial contact with youAll future electronic communications will be sent to your e-mail addressThank you for bringing this issue to our attention. With regards to your claim for additional living expenses ("***"), as you know, Travelers has retained *** *** to work with you to locate and obtain alternative living arrangements during the adjustment of your claimPeriodically, *** *** will check with Insureds to make sure the living arrangements meet with the Insured’s needs*** *** contacted you to determine if you would prefer to move out of the hotel and into more permanent housingWhen you indicated that you wanted to continue staying in the hotel, *** *** advised *** *** who in turn approved your requestIf you have any other questions regarding your *** claim please contact me and I will address your concerns
As we discussed during our most recent conversation, I will continue to serve as your point of contact for the building and *** portions of your claimThe contents portion of your claim will continue to be handled by *** ***I look forward to working with you to resolve your claim
If you any additional concerns, please do not hesitate to contact me
re the living arrangements meet with the Insured’s needs*** *** contacted you to determine if you would prefer to move out of the hotel and into more permanent housingWhen you indicated that you wanted to continue staying in the hotel, *** *** advised *** *** who in turn approved your requestIf you have any other questions regarding your *** claim please contact me and I will address your concerns
As we discussed during our most recent conversation, I will continue to serve as your point of contact for the building and *** portions of your claimThe contents portion of your claim will continue to be handled by *** ***I look forward to working with you to resolve your claim
If you any additional concerns, please do not hesitate to contact me

Complaint: ***
I am rejecting this response because:
I honestly think that the company is truly being unfairThe day of the incident the Police officer checked in the system to make sure that the insurace was validHe checked and said that it wasHad it not been, a ticket would have been issuedI feel that the Company is placing blame on the agent and not accepting anything other than they told the agency in April, therefore they are clearedI knew nothing until I received the notice in the mail of cancellation from TravelersThis same day, I called to rectify the situationI am tired of tryingI will never recommend Travelers to anyone in my company and will post my experience on our Employee website, so that this does not happen to anyone else
Sincerely,
*** ***

A response was sent 3/11/as follows:
The claim
in question was called
in on January 26, 2015, at 3:17pm On January 27, 2015, at 12:20pm the assigned licensed
Claim Professional, who is also the appraiser, left a voicemail for our Insured
in an attempt to make initial contact.
Immediately following she contacted the shop and left a voicemail
regarding inspecting the vehicle
On
January 27, 2015, the initial Claim Professional received a call back from the
shop during which she was advised that the individual assigned to work on the
vehicle was not available and the shop requested that we inspect the vehicle
the following day.
On
January 28, 2015, the Claim Professional made another attempt to contact our
Insured in order to secure initial contact.
Within a few hours the Insured returned her call and initial contact was
established
The
vehicle inspection also took place on January 28, 2015. At the time of the inspection the Claim
Professional reviewed the damages and determined that they were related to wear
and tear and not a covered loss. The
Claim Professional discussed this information with both Josh, the shop tech,
and JJ, the Service Manager. The Claim
Professional also called and left our Insured a voicemail advising her that it
was not a covered loss.
The
claim was then transferred to a new Claim Professional to complete the denial
on the claim. On January 29, 2015, at
4:58pm the new licensed Claim Professional attempted to contact our Insured to
review the claim and left a voicemail for a return call
The
following day, January 30, 2015, our Insured contacted the original Claim Professional
at approximately 11:00am, and the original Claim Professional discussed with her
that the wear and tear was not a covered loss.
She also advised her that the claim had been reassigned to a new Claim
Professional. At 2:00pm that same day our
Insured contacted the new Claim Professional to discuss why the claim would not
be covered. The new Claim Professional
advised her that he would rereview the claim and discuss with management to
confirm the findings of the original Claim Professional
The
same day the Claim Professional reviewed the claim with management and we determined
that the original Claim Professional’s coverage determination was
accurate. The damage in question is
corrosion to the wiring harness. There
is no indication nor was it reported that the vehicle was involved in a flood
or any other water damage that would have corroded the wiring harness. The wiring harness and harness box are
located high on the fire wall inside the engine compartment and would protect
the vehicle from any exposure to water.
As a result the corrosion was determined to be the result of wear and
tear which is part of maintenance of a vehicle and not covered under the
automobile policy as a collision or comprehensive loss
The
Claim Professional reached back out to our Insured at 3:00pm that same day to
advise her of our findings and the final determination on the claim. At that time the Claim Professional advised her
that a denial letter would be sent confirming the conversation. The letter was entered into the system that
same day and mailed the following day to the Insured’s policy address
We
understand the denial of coverage can be construed as poor customer service,
however, at no time was the Claim Professional rude. When asked by our Insured what options she
had to dispute the denial and whether she should reach out to the RevDex.com, he advised her that reaching out to the Revdex.com
or the Department of Insurance is certainly within her rights. We always want our customers to be aware of what
options they have when they feel they need another entity to review their
claim

Revdex.com:
Thank you so much for taking action on my complaint and contacting the company on my behalf
I have reviewed the response made by the business in reference to complaint ID ***, and although I don't totally agree with parts of the explanation, for example I did not request that the first check be stopped, I want to have closure on this complaint and move on
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I will accept that the claim has been resolved once the reinspection has been completed and a satisfactory resolution has been met regarding the diminished value claim
Sincerely,
*** ***

A response was sent to *** *** on July 31, from Travelers Spokane Business Center as follows:
Times, serif;">"Thank you for your recent inquiry to Travelers through the
Revdex.com. We appreciate
the opportunity to address your concerns
First, please accept my apologies for your overall
service experience with Travelers. We pride ourselves on delivering the
best customer experience and sincerely regret not meeting those expectations
for you
When a policy is issued we routinely inspect the homes to
confirm the dwelling features and to make certain that the policy limits are
sufficient to protect the home in the event of a total loss. The report we received from the company that
inspected your home indicated there were conditions of concern which you
mention in your letter to us.
A request for proof of repairs was sent to you on June 13,
2014. Our *** Homeowners eligibility
rules stipulate that a dwelling that includes unrepaired or hazardous
conditions does not qualify for our homeowner program. Therefore, as indicated in our letter, a
Notice of Cancellation was issued to you advising that this coverage would be
effective until August 14, 2014.
*** ***, I understand you may not be satisfied with this
situation; but I hope that this communication provides an adequate explanation
for our Underwriting actionI do apologize for any distress or hardship this
has caused youIf you have further questions, please let me know."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Karl Fields
Additionally, I ask that both claims are picked up by *** *** as both floods should have been the responsibility of the Condo Assocation as the floods did not arrived out of my unit, but through another unit which spread through a common dwelling

A response was sent 1/19/2017...delay in appraisal process, due to significant weather conditions and the holidays, that caused an increase in the length of time to complete the appraisal. Your claim has been settled and a payment was issued to your lienholder on January 16,2017,
as the vehicle was deemed a total loss

Complaint: ***
I am rejecting this response because of some inaccuracies in Travelers answer
When I contacted Travelers regarding the damages, I did not claim that I found shingles all over the yardI told the claim handler that I found a shingle and debris after the storm. Travelers admitted that the roof had damages.*** *** sent them a wind report that show mile per hour wind that happened on the reported date of loss. That wind report was from a claim that Travelers settled with his customersThey haven't made any attempts to prove that the damages did not happened while the policy was in force. I would like Travelers to prove to me that the damaged could have happened after the policy was cancelled so that I could pursue other avenues
As far as the delay in reporting the claimI would like to point out that this all came to light after my chimney contractor mentioned it to me on 5/17/while they were sealing my chimneyI don't go on the roof to look for damagesAs a matter of fact, I have never been on a roof beforeTravelers are clearly acting in bad faith which is a violation of the terms of the contract. They ignored most of my calls and emails when I was trying to get update status on my claim. All of a sudden, they denied my claim right after I emailed the claim handler's supervisor checking for updates, which I found it be very unprofessional.
Sincerely,
*** ***

Complaint* ***
I am rejecting this response because:
I already
called the Traveler's Insurance contact back and left a voice message for them to contact me through email correspondenceI haven't heard anything further from Traveler's Insurance
Sincerely,
*** ***

A response was sent 8/31/
"We completed an investigation of this claim, which included review of the police report as well as statements from both drivers involved.
Unfortunately the statements conflicted, giving separate accounts of the facts of the accident. Based on our investigation, we did not accept liability on behalf of our insured
I recommend that you pursue this matter with your insurance carrier so that they may investigate on your behalf. There is a binding arbitration process that insurance companies follow when there is a dispute on liability, and we would adhere to this process."

A response was sent 4/18/to *** ***
We have reviewed our billing records and find that this transaction was reversed and was not processed against your account, meaning no additional funds
were taken from your account. Within the next few days, the pending transaction will no longer appear in your transaction history

A response was sent to Ms French on 3/4/from Travelers Knoxville TN Business Center as follows:
"Thank you for your recent
inquiry to Travelers
through the Revdex.com. I appreciate having
the opportunity to address your inquiry in this letter
First, thank you for your
continued business with TravelersWe appreciate your choiceI have reviewed
your policy with our product specialist as well as your agent and our findings
are that the increase on the policy in regards to your protection class is
specific to number of feet to the closest fire hydrantWhen your policy was
issued through your agency, The *** *** the feet to hydrant distance
used was feetIf a fire hydrant is located within feet of your home,
your fire protection rating would be a An inspection was conducted at your
home on January 30, and our findings were there is no fire hydrant with
feet of the homeThere is a pond a short distance away however, due to
the possibility of freezing and/or drought, it is not considered a reliable
water source and is not able to be used as a substitute for distance to closest
fire hydrant Due to no fire hydrant
within feet of the home the protection class is correct at The price
difference between being rated a protection class and a protection class is
$
MrsFrench, you are a valued customer and we are most appreciative that you
have allowed us to protect your property for many yearsHowever, we are unable
to comply with your request to reduce your premium to $"

A response was sent to Ms*** on September 17, 2014 from Travelers *** ** Business Center
"Travelers conducted a thorough
review of your automobile policy and can confirm that physical damage was
added
to your *** *** in error effective January 14, Your policy had
been ceded to *** *** *** Facility effective November 1,
and a notice was mailed (a copy is included with this letter) to you on
September 9, advising we were no longer offering physical damage coverage
Your renewal documents also reflected that there was no physical damage
coverage as well
Effective January 14, we added, at your request, the *** *** to your automobile policyWe did, in error, offer and rate for
physical damage on your *** and were bound to that coverage until it was removed
effective your November 1, renewalWe mailed a separate letter (a copy is
included with this letter) on October 17, advising we were removing the
physical damage coverage effective November 1, as the *** *** *** Facility does not offer physical damage coverageYour November 1,
renewal policy documents also reflected the removal of physical damage
coverageIn light of our review we are unable to honor your request for
coverage of the August 29, claim
Your policy was ceded to the *** *** *** Facility due to rating variables which include but
are not limited to number of vehicles, coverage limits, number of drivers and
territory."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Selma Martinez
THANK YOU Revdex.com! A matter that I tried to take care of over FOUR MONTHS was resolved in less than a WEEK! THANK YOU!

A response was sent to Ms *** 6/16/The notes from the account were reviewed and she should have received the $refund. An additional $is being refunded and should reach her account within business daysContact information has been provided in the response letter
in case she has not received that $refund

A response was sent on June 23, 2015:
Mr*** *** *** was involved in an accident on August
10, 2014; the vehicle
had miles at the date of loss. Mr*** chose to use *** *** ***
Collision as his repair facilityThis repair facility is not a participant in
Travelers Direct Repair Program and therefore Travelers does not guarantee any
repairs
Travelers and Bob *** *** Collision both inspected Mr*** vehicle and no damage was found to the engine at this time nor during the
repair process. Mr *** drove his
car for over 20,miles after repairs were made before having an issue with
the engine
The estimate was prepared and agreed upon with the repair facility
using alternative parts as allowed by the policyThe use of alternative parts was
disclosed in writing through the written estimate and verbally to Mr
***The alternative part Travelers wrote on the estimate for the
radiator carried a lifetime limited warranty, of which *** would not be
responsible forThe use of this part did not void the warranty of any other
part in the vehicle, as protected by federal law
On May 18, Travelers was informed of a problem that Mr
*** had with his vehicleThe vehicle had a mechanical breakdown to the
motorThe speculation at the time was that the radiator may have been the
reason
On May 20, Travelers sent an appraiser to the *** ***
dealership, *** *** ***, where the vehicle was located Travelers inspected the vehicle with the
technician and service writer and found that the radiator was properly
installed and had no evidence of physical impactThe current mileage on the
vehicle at this reinspection was ***Travelers also discovered that the
original repair facility, *** *** ***, had used a vendor of their own
choosing for the radiator
Travelers at this time attempted to have *** *** ***
communicate with *** *** *** but there was limited communicationThe
original repair facility felt that the engine was the problem
Since neither repair facility would move
forward to diagnose the true issue and for customer service purposes, Travelers
authorized the removal and testing of the radiator on May 21, *** *** *** removed the radiator and found that the radiator had failed. Travelers presented this information to the
original repair facility in *** ***, *** *** *** *** *** refused to remedy the situation.
They sighted the mileage difference from August to May as a
reason for the failure
Since the damage to Mr *** vehicle is
mechanical in nature and not due to a covered cause off loss, Travelers cannot
cover the loss to the radiator or the engine

Complaint: ***
I am rejecting this response because: as stated before the company has still refuse to remove *** *** off my policy even after I have offered to supply the docutments that they have request and after *** *** has explained to them that he does not live with me. And *** *** has made it very clear to them that he has never stated that he lives with meThe company was paid my balance in full on 6/10/in teh amount of $88 and my policy was canceled before it came due againAccording to the company they added *** *** on 6/29/even after I provided them with the docutmentsI canceld my policy on 7/14/before my plicy came due on 7/so I do not owe the company any moneyThey can not tell me that days of coverage for *** *** is worth $That does not make any sense and again my policy was cancled before and I told them to cancel the policy if they did not remove him
Sincerely,
*** ***