BELOW IS THE RESPONSE SENT TO MR***
Mr***:
We have received notice of your complaint regarding our handling of your claim for water damage to your condominium and personal property which you reported to us on February 16, I apologize that we have not met your expectations
in regards to the handling of your claim however we will continue to work to do so
Pursuant to our telephone conversation on April 30, 2015, I advised that I would be requesting that our field adjuster review the file and the photographs taken during his inspection in an attempt to determine whether we may have documentation regarding the potential damages to the kitchen cabinetry, countertops, and flooringUpon receipt of this additional information from our adjuster, as well as the repair estimate you advised your contractor would be submitting to our office, we will be able to complete an exhaustive review of the file to determine whether any modifications to our repair estimate are warranted
Additionally, we discussed your personal property damagesYou confirmed that we did coordinate the replacement of your laptop through a third-party vendor, and you were satisfied with the sameHowever, you also advised that you did not understand the other personal property payment issued to you in the amount of $I have reviewed the file and determined that this was an inaccurate payment amount and we have issued a supplemental payment in the amount of $which reflects the true replacement cost of the three free-standing cabinets which were damaged as a result of the loss
Finally, you stated that you and the previously assigned claims examiner had agreed upon a per diem for your increased food costs of $21.43, as your kitchen is currently unable to be used, and that this had been paid through April 15thWe also discussed issuing the balance of this per-diem expense upon completion of the repairsWe also discussed the potential of your family needing a hotel stay while the repairs to the front entry way were made as there would be no way to get in/out of the property at that timeI have contacted our housing vendor, Homelink and provided them with your contact informationThey will be in contact with you and I have approved nights hotel stays for when this may be necessary - and you were in agreement with the same
It is my hope that following our conversation on April you feel as though you have been updated regarding the status of the claim and what remains to be addressedAgain, I apologize if there was a delay in returning your phone calls or emails, and assure that as the re-assigned claims examiner I will respond to all correspondence within hours moving forwardThank you, and we appreciate your business!
*** m Property Claim Supervisor
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
Thank you for your feedback. Per our phone conversation with you today, we have reviewed your claim and have agreed to reinspect your property. We have retained an engineering firm to inspect the source of the leak and duration. We agree that our communication process was not acceptable,...
and we promise to keep you advised on the next steps going forward.
We stand by our original statement. On 2/2/16 you were informed verbally that your policy would be cancelled after we became aware that your tenant occupied property included multiple families. Your policy with us was for a single family residence only. On 4/4/16 we mailed your cancellation notice as required by the department of insurance via the United States Post Office. We have the appropriate Proof of Mailing documentation to support this and will be happy to provide a copy. We have also issued you a refund check. Please contact us directly at ###-###-#### if you have additional questions. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Thank you for the feedback. We have reviewed your complaint and asked Chris, our claims manager, to reach out to you directly to uncover what happened with your claim.
As a result of this investigation, we discovered that [redacted] should not have required a down payment from you for the mold...
remediation. This is covered by your home insurance policy with us. We are sending you a check for $3140 via FedEx. This check is to reimburse you for the payment you made directly to [redacted]. In addition, we sent [redacted] a check for $3262.46 to cover the water mitigation portion of your claim. We have reinforced our procedures with [redacted] to help ensure that this does not happen in the future.
We also reviewed and took corrective action to improve our customer service. We understand your frustration and thank you for bringing this matter to our attention.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 want to thank [redacted] for all his help as he was truly amazing at helping me get this closed out.
Regards,
[redacted]
Dear Ms. [redacted],Thank you for your feedback. We have reviewed your policy to determine what happened. On 2/17/17 you purchased an annual renter’s policy from Stillwater through your agent (National General Insurance Marketing) for $239.00. At the time of purchase, the new business fee of $30 along...
with a down payment of 15% of your premium ($31.35) is required to start your policy. You paid this total ($61.35) on 2/17/17 and that was your first month’s payment. The remaining balance was $177.65 and you elected to pay this in monthly installments for the next 11 months. That meant that your monthly payment would be $16.15 + a $2.00 billing fee for $18.15/month. The monthly payments were made from March-September 2017. When we attempted to collect the October payment on 10/17, we were informed that your account was closed. Because we were unable to secure payment, your policy was cancelled.We do not accept cancellation requests verbally. Our process is that we need written documentation either via email or US Mail. Because we did not receive a written or email cancel request from you, the policy was cancelled based on our system calculations. In consideration of your situation, we are waving the $8.20 premium owed. Thank you.
Dear Mr. [redacted], Thank you for your feedback. We have reviewed your policy to determine what happened. You first purchased an auto policy from Stillwater through your agent 1st Choice Insurance with an effective date of 9/13/15 – 9/13/16 for three vehicles at a premium of $2108. In September 2016...
you renewed this policy for 9/13/16 – 9/13/17 for $2054. On 8/9/17 we sent you a renewal offer communicating that effective this renewal, the policy term for your Private Passenger Automobile Policy had been revised from a 12-month term to a 6-month term and that your new effective date would be 9/13/17 – 3/13/18. This was on Page 2 of your renewal offer. We also communicated again in a second renewal offer on 9/5/17 and on the renewal itself sent on 9/13/17. The renewal offer was for $2390 for six months. The change in your premium was due to a number of factors including two rate revisions that had been implemented the previous year, a change in your credit score, and a change in the vehicles being covered (removing the 2003 Mercedes and adding a newer 2014 Mercedes). These are the factors that caused the premium to increase. You chose to pay your premium in two installments and submitted payment of $1212.50 on 9/13/17. On 11/13/17 we received your request to cancel this policy mid-term. As indicated in your policy contract on Page 4 under Other Termination Provisions: If the policy is cancelled mid-term at the request of the insured, the return premium shall be computed on a short rate basis. This is standard practice in auto insurance. In your case, because you voluntarily cancelled your policy mid-term, a 10% penalty on unearned premium of $156.08 was assessed. Here is how your refund was processed: Active 9/13/17- 11/13/17 total days of coverage 61 Total premium $2355.00= $13.02 a day (181 days in term) Total earned premium = $794.22 (61x$13.02) Unearned premium = $1560.78 Mid-term cancellation penalty = $156.08 ($1560.78x10%) $1212.50 paid -$35.00 policy fee -$794.22 earned premium -$156.08 mid-term voluntary cancellation penalty -$6.00 billing fee $221.20 refund check sent Please let us know if there is anything else we can answer for you. Thank you.
Dear Mr. [redacted]Thank you for your feedback. We're sorry that this process has been frustrating for you. When you cancelled your policy mid-term, you should have been informed by your agent that your policy fee of $14.36 was due. After reviewing your file, it's apparent that this did not...
happen. Therefore, we are in agreement with your desired settlement and have waived the $14.36 policy fee. Thank you for your business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Dear [redacted], Thank you for bringing this to our attention. We sincerely apologize for the delay in responding to your claim. You should have been contacted on 8/25 and we are reviewing our internal process to determine what happened and to correct the process. On Wednesday, 8/31 our AVP of claims...
called to apologize in person. Also on Wednesday, 8/31 we called to update you on next steps and to provide the adjuster's contact information. We are sorry for the delay. If you need anything else from us at this time, please let your claim adjuster know.
Dear [redacted],Thank you for the feedback. We also received an email from [redacted] on August 2, 2016 that outlined the same concerns that you have expressed here. On August 2, 2016 we responded directly to [redacted] via email and informed him that your contractor has advised us that the...
two outstanding issues are almost completed. Part of the delay with your claim was the recently reported issue with your HVAC. Although there is no indication that this was caused by the tornado, we have agreed to replace it. Another cause for the delay was that you failed to meet with the inspector at the scheduled time. To date, we have paid for three hotel rooms for you and your family since December 28, 2015. We take feedback like this very seriously and our first step is to review the claims file. Our call logs indicate that we have spoken or emailed you 32 times since 12/28 concerning your claim. We are working together with your contractor to get you back into your home before your Additional Living Expense coverage is exhausted. If you have additional questions or concerns, please reach out to your claim rep. Thank you.
Thank you for your feedback. We have reviewed your file and have reached out to you directly to discuss the results of both of your claims. Payment on your first claim was sent on February 1st. Upon reviewing your second claim, we determined that our claim rep did not follow our standard procedures...
to ensure that the claim was completed and the check processed in a timely manner. The payment for the second claim was processed today and is being sent to you via Fed Ex. We understand your frustration and apologize for the delay. Please let us know if you need anything else. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reasonResolved]
Complaint: [redacted]
I am rejecting this response because: it it does not satisfy the fact that I never received the notice that was sent via the United States Postal mail services. Unimportant matters such as a cancellation of a homeowner's insurance should be sent via registered mail or certified mail or something that shows the company that the client has received the mail. I received a refund check but not until a few days ago. Stillwater is the worst company that I've ever had to deal with. Very unprofessional
Regards,
[redacted]
BELOW IS THE RESPONSE SENT TO MR***
Mr***:
We have received notice of your complaint regarding our handling of your claim for water damage to your condominium and personal property which you reported to us on February 16, I apologize that we have not met your expectations
in regards to the handling of your claim however we will continue to work to do so
Pursuant to our telephone conversation on April 30, 2015, I advised that I would be requesting that our field adjuster review the file and the photographs taken during his inspection in an attempt to determine whether we may have documentation regarding the potential damages to the kitchen cabinetry, countertops, and flooringUpon receipt of this additional information from our adjuster, as well as the repair estimate you advised your contractor would be submitting to our office, we will be able to complete an exhaustive review of the file to determine whether any modifications to our repair estimate are warranted
Additionally, we discussed your personal property damagesYou confirmed that we did coordinate the replacement of your laptop through a third-party vendor, and you were satisfied with the sameHowever, you also advised that you did not understand the other personal property payment issued to you in the amount of $I have reviewed the file and determined that this was an inaccurate payment amount and we have issued a supplemental payment in the amount of $which reflects the true replacement cost of the three free-standing cabinets which were damaged as a result of the loss
Finally, you stated that you and the previously assigned claims examiner had agreed upon a per diem for your increased food costs of $21.43, as your kitchen is currently unable to be used, and that this had been paid through April 15thWe also discussed issuing the balance of this per-diem expense upon completion of the repairsWe also discussed the potential of your family needing a hotel stay while the repairs to the front entry way were made as there would be no way to get in/out of the property at that timeI have contacted our housing vendor, Homelink and provided them with your contact informationThey will be in contact with you and I have approved nights hotel stays for when this may be necessary - and you were in agreement with the same
It is my hope that following our conversation on April you feel as though you have been updated regarding the status of the claim and what remains to be addressedAgain, I apologize if there was a delay in returning your phone calls or emails, and assure that as the re-assigned claims examiner I will respond to all correspondence within hours moving forwardThank you, and we appreciate your business!
*** m Property Claim Supervisor
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
Thank you for your feedback. Per our phone conversation with you today, we have reviewed your claim and have agreed to reinspect your property. We have retained an engineering firm to inspect the source of the leak and duration. We agree that our communication process was not acceptable,...
and we promise to keep you advised on the next steps going forward.
We stand by our original statement. On 2/2/16 you were informed verbally that your policy would be cancelled after we became aware that your tenant occupied property included multiple families. Your policy with us was for a single family residence only. On 4/4/16 we mailed your cancellation notice as required by the department of insurance via the United States Post Office. We have the appropriate Proof of Mailing documentation to support this and will be happy to provide a copy. We have also issued you a refund check. Please contact us directly at ###-###-#### if you have additional questions. Thank you.
The person to contact for follow-up information is Claims Manager [redacted]. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Thank you for the feedback. We have reviewed your complaint and asked Chris, our claims manager, to reach out to you directly to uncover what happened with your claim.
As a result of this investigation, we discovered that [redacted] should not have required a down payment from you for the mold...
remediation. This is covered by your home insurance policy with us. We are sending you a check for $3140 via FedEx. This check is to reimburse you for the payment you made directly to [redacted]. In addition, we sent [redacted] a check for $3262.46 to cover the water mitigation portion of your claim. We have reinforced our procedures with [redacted] to help ensure that this does not happen in the future.
We also reviewed and took corrective action to improve our customer service. We understand your frustration and thank you for bringing this matter to our attention.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 want to thank [redacted] for all his help as he was truly amazing at helping me get this closed out.
Regards,
[redacted]
Dear Ms. [redacted],Thank you for your feedback. We have reviewed your policy to determine what happened. On 2/17/17 you purchased an annual renter’s policy from Stillwater through your agent (National General Insurance Marketing) for $239.00. At the time of purchase, the new business fee of $30 along...
with a down payment of 15% of your premium ($31.35) is required to start your policy. You paid this total ($61.35) on 2/17/17 and that was your first month’s payment. The remaining balance was $177.65 and you elected to pay this in monthly installments for the next 11 months. That meant that your monthly payment would be $16.15 + a $2.00 billing fee for $18.15/month. The monthly payments were made from March-September 2017. When we attempted to collect the October payment on 10/17, we were informed that your account was closed. Because we were unable to secure payment, your policy was cancelled.We do not accept cancellation requests verbally. Our process is that we need written documentation either via email or US Mail. Because we did not receive a written or email cancel request from you, the policy was cancelled based on our system calculations. In consideration of your situation, we are waving the $8.20 premium owed. Thank you.
Dear Mr. [redacted], Thank you for your feedback. We have reviewed your policy to determine what happened. You first purchased an auto policy from Stillwater through your agent 1st Choice Insurance with an effective date of 9/13/15 – 9/13/16 for three vehicles at a premium of $2108. In September 2016...
you renewed this policy for 9/13/16 – 9/13/17 for $2054. On 8/9/17 we sent you a renewal offer communicating that effective this renewal, the policy term for your Private Passenger Automobile Policy had been revised from a 12-month term to a 6-month term and that your new effective date would be 9/13/17 – 3/13/18. This was on Page 2 of your renewal offer. We also communicated again in a second renewal offer on 9/5/17 and on the renewal itself sent on 9/13/17. The renewal offer was for $2390 for six months. The change in your premium was due to a number of factors including two rate revisions that had been implemented the previous year, a change in your credit score, and a change in the vehicles being covered (removing the 2003 Mercedes and adding a newer 2014 Mercedes). These are the factors that caused the premium to increase. You chose to pay your premium in two installments and submitted payment of $1212.50 on 9/13/17. On 11/13/17 we received your request to cancel this policy mid-term. As indicated in your policy contract on Page 4 under Other Termination Provisions: If the policy is cancelled mid-term at the request of the insured, the return premium shall be computed on a short rate basis. This is standard practice in auto insurance. In your case, because you voluntarily cancelled your policy mid-term, a 10% penalty on unearned premium of $156.08 was assessed. Here is how your refund was processed: Active 9/13/17- 11/13/17 total days of coverage 61 Total premium $2355.00= $13.02 a day (181 days in term) Total earned premium = $794.22 (61x$13.02) Unearned premium = $1560.78 Mid-term cancellation penalty = $156.08 ($1560.78x10%) $1212.50 paid -$35.00 policy fee -$794.22 earned premium -$156.08 mid-term voluntary cancellation penalty -$6.00 billing fee $221.20 refund check sent Please let us know if there is anything else we can answer for you. Thank you.
Dear Mr. [redacted]Thank you for your feedback. We're sorry that this process has been frustrating for you. When you cancelled your policy mid-term, you should have been informed by your agent that your policy fee of $14.36 was due. After reviewing your file, it's apparent that this did not...
happen. Therefore, we are in agreement with your desired settlement and have waived the $14.36 policy fee. Thank you for your business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Dear [redacted], Thank you for bringing this to our attention. We sincerely apologize for the delay in responding to your claim. You should have been contacted on 8/25 and we are reviewing our internal process to determine what happened and to correct the process. On Wednesday, 8/31 our AVP of claims...
called to apologize in person. Also on Wednesday, 8/31 we called to update you on next steps and to provide the adjuster's contact information. We are sorry for the delay. If you need anything else from us at this time, please let your claim adjuster know.
We consider this complaint closed. [redacted] requested a refund in the amount of $18.56 and full refund has been made.
Dear [redacted],Thank you for the feedback. We also received an email from [redacted] on August 2, 2016 that outlined the same concerns that you have expressed here. On August 2, 2016 we responded directly to [redacted] via email and informed him that your contractor has advised us that the...
two outstanding issues are almost completed. Part of the delay with your claim was the recently reported issue with your HVAC. Although there is no indication that this was caused by the tornado, we have agreed to replace it. Another cause for the delay was that you failed to meet with the inspector at the scheduled time. To date, we have paid for three hotel rooms for you and your family since December 28, 2015. We take feedback like this very seriously and our first step is to review the claims file. Our call logs indicate that we have spoken or emailed you 32 times since 12/28 concerning your claim. We are working together with your contractor to get you back into your home before your Additional Living Expense coverage is exhausted. If you have additional questions or concerns, please reach out to your claim rep. Thank you.
Thank you for your feedback. We have reviewed your file and have reached out to you directly to discuss the results of both of your claims. Payment on your first claim was sent on February 1st. Upon reviewing your second claim, we determined that our claim rep did not follow our standard procedures...
to ensure that the claim was completed and the check processed in a timely manner. The payment for the second claim was processed today and is being sent to you via Fed Ex. We understand your frustration and apologize for the delay. Please let us know if you need anything else. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reasonResolved]
Complaint: [redacted]
I am rejecting this response because: it it does not satisfy the fact that I never received the notice that was sent via the United States Postal mail services. Unimportant matters such as a cancellation of a homeowner's insurance should be sent via registered mail or certified mail or something that shows the company that the client has received the mail. I received a refund check but not until a few days ago. Stillwater is the worst company that I've ever had to deal with. Very unprofessional
Regards,
[redacted]