Ameriprise Auto & Home Insurance

Review: Hello! I have been with Ameriprise Home Insurance since I bought my house in 2006 and never missed a payment. Recently I have done an appraisal and sent an e-mail to them and was waiting to hear back about possibly decreasing my yearly premium after reviewing my appraisal. My renewal date was on June 22, 2015 and I didn't hear back from them until 6/22 late after noon via an e-mail. Previously I've spoken with them few times over the phone regarding my payment options. I thought I was still on the automatic payment (by default) option like last year. But when I called them on 6/25, I found out that they cancelled my policy as of 6/22 without even notifying me when they just e-mailed me back about my updated premium on 6/22. So, I was out of home insurance for 3 days without even being aware. I have requested them, cried on the phone out of helplessness, talked to the on duty supervisor, talked to their senior supervisor, but they denied to reinstate my home insurance. I was denied to even give a month until I found another company. There's a miscommunication between all the calls I've made before 22nd and the appraisal. Please, I need your help. I'm a single mother of 2 small kids and have gone through a divorce recently and kept my house. I'm barely making it. Now this will put a big hole on my already suffering finances.

I've medical claims against this company from my past auto insurance and currently have a lawyer who's working for me to have my medical bills paid off by this insurance. So, this company has been hostile to me for a while. I believe, they're trying to find any excuse to get rid of me and they did. I've been very sick since 6/21 from bad flu and cold, so are my kids. If I knew they cancelled my automatic payment option, I would've called them before 22nd. I've never missed a payment since 2006. I'm their valued customer and this is unjust and unfair what they did and how they've treated me. I need your help to resolve this.Desired Settlement: I want Ameriprise to renew my yearly home insurance policy asap.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on June 29, 2015.We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns and believe the following timeline will help provideclarification.• On April 17, 2015, we mailed the June 22, 2015 to June 22,2016 renewal offer.• On May 8, 2015, Ms. [redacted] called to cancel her automobile insurance policy. At that time, she alsochanged her payment plan on her home policy to a direct full pay.That same day, we mailed a premium notice in the amount of $1,138.83 with a due date ofJune 22,2015. The premium notice states, "Failure to pay the premium by the due date will result in thecancellation of your policy."• We did not receive payment by June 22, 2016; therefore, the policy lapsed because the renewalpremium was not paid on time.• On June 25,2015, Ms. [redacted] called to request policy reinstatement. We denied reinstatement due toa lapse in coverage and break in the contract when the policy cancelled for nonpayment of premium.We recognize and appreciate that Ms. [redacted] has been a long-term client, and we sympathize with herpersonal difficulties. We understand that this is not the outcome she would like; however, based upon thefacts of the situation, we respectfully maintain our decision not to reinstate the policy.Tfyou have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].

Consumer

Response:

Review: On June 24th, I received a letter indicating that Ameriprise had cancelled my policy because the credit card they had for APS had declined (I explained that card needed to be cancelled to prevent fraud. Typically, my credit card company will contact all those I have on Auto-Pay, but in this case, they did not). I never received a phone call or letter indicating the issue, but I did receive a letter on 7/6 (dated 6/24) that my policy was canceled that they were going to send the remaining amount to a collection agency. I had been speaking with Ameriprise in the month of June (last email correspondance was 6/15) and I was never informed of this. Ameriprise said they sent a letter in early June to inform me of the situation, but I never received it. Furthermore, the phone number they had was invalid and I have provided them the correct phone number in September 2014 and June 2015. They also have my email address on file as well as they have sent me numerous emails. I feel that they did not try to contact me and that they wanted my policy to lapse so they could cancel it. I spoke to Supervisor Eric D[redacted] on 7/7 and he said that there was nothing they could do even though they knew the phone number they had was outdated and that I had indicated that I had never recieved the initial letter indicating the issue. I mean, they essentially gave me 2 weeks to rectify but I never received any of the notifications plus I had them on auto-pay. I advised Eric that if they wouldn't work with me that I would contact the Revdex.com and he said that was fine.Desired Settlement: I don't want my policy cancelled. I already have my home insurance with them and would like all of my policies with the same company.

Business

Response:

Thank you for sending the complaint filed by Mr. [redacted], which we received on July 8, 2015. Weunderstand that he disagrees with our decision surrounding the cancellation of his policy. We appreciatethe opportunity to address his concerns and believe that the following timeline will help provideclarification.• On April 17, 2015, we mailed the automobile policy renewal packet, which included a bill. The billnoted the payment metbod as automatic credit card monthly payment to Mr. [redacted]'s Visa (cardending in [redacted]) occurring on June 1, 2015.• On June 2, 2015, we charged $139.57 to Mr. [redacted]'s Visa. (Because June 1, 2015 was a Monday,our system processes bills overnight and payments are reflected the next business day.)• On June 3, 2015, we received a payment reversal for $139.57 because Mr. [redacted]'s credit card wasdeclined. Therefore, we mailed a pending cancellation notice to Mr. [redacted] explaining the recentpayment was declined and that we required payment in full of $677 .87 by June 18, 2015, to avoidcancellation.• On June 4, 2015, an automated call was made to tbe phone number we had on file for Mr. [redacted] tonotify him ofthe payment reversal and pending cancellation. We regret iftbe call was not made toMr. [redacted]'s most current phone number, but these automated calls are simply an extra step we takeas a courtesy to clients - they are not required.• On June 18, 2015, the policy cancelled for non-payment of premium. The cancellation generated anew bill for the outstanding portion of premium for coverage provided, which was $63.77 due July14,2015.• On July 7,2015, Mr. [redacted] contacted our office to discuss the policy. We advised him of thecancellation and that, regrettably, his policy did not qualify for reinstatement.

Consumer

Response:

Review: I had Ameriprise renter's insurance policy, which I bought in July 2011, then renew by calling them again in 2012 for [redacted]. I moved out of the location to move-in with my sister in August 2013, who had her own renter's insurance.

I did not authorize any renewal of the policy with Ameriprise for 2013-2014 and 2014-2015 terms. I did not received any paperwork that indicated there was a renewal, no phone calls, and I did not authorize an automatic renewal. I only authorize the renewal by calling, which I did both times, when I renewed.

By got a call on June 19, 2015 from Ameriprise stating it is about renewal of my policy. I returned the call today June 22, 2015 when I realized they been charging my credit card without authorization. When I go this policy I was not informed that only way it can be cancelled was by in writing, because I was under the impression it was a policy that I could renew year to year.

I did not authorize any automatic renewals and I had mail forwarding, but did not received any information from Ameriprise that they were renewing this policy for last two years without my authorization. They claim it was in the booklet they send me, however, both times, all the other policy details were given to me over the phone and I had no idea there was this perpetual policy that would keep going unless I give written notice.Desired Settlement: I would like:

1. Refund for the terms (2013-2014 and 2014-2015) I did not authorize.

2. Change in their policy, if they are speaking to a consumer on the phone, to clearly inform them, that this is a perpetual policy, unless you actively cancel.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on June 23,2015. We understand that she would like an explanation of why her policy was not cancelled. Weappreciate the opportunity to address her concerns.We believe the following timeline will provide clarification.• On June 18, 2010, we issued Ms. [redacted] a renter's policy and we mailed all of the appropriatepaperwork to her.• With Ms. [redacted]'s authorization, we issued her policy on a credit card full payment plan.• On May 5,2015, we mailed Ms. [redacted] her renewal and payment notice for the June 18, 2015,to June 18, 2016, policy term.• On June 18,2015, we attempted to charge $251.59 to Ms. [redacted]'s American Express cardending in [redacted], and it was returned to us as declined.• On June 19, 2015, we sent notice of pending cancellation informing Ms. [redacted] we would needpayment by July 4, 2015, or the policy would cancel for non-payment of premium.• On June 20, 2015, we placed an automated call to Ms. [redacted] informing her of the paymentreversal.• On June 22, 2015, Ms. [redacted] called to inform us that this policy should have been cancelledback in August of 2013, when she moved in with her sister. We informed Ms. [redacted] her policyautomatically renews unless she requests cancellation of her policy.We informed Ms. [redacted] the policy allows the insured to cancel the policy anytime; however, itstipulates that the cancel date must be later than the date it is requested:You may cancel this policy by returning it to us or by notifying us in writing of the date to cancel, whichmust be later than the date you mail or deliver it to us.When the policy is cancelled appropriately, we provide a pro rata refund to the insured according to thefollowing policy provision:When this policy is cancelled, the premium paid beyond the date of cancellation will be refunded. Therefund premium will be pro rata. This means that we'll keep premium for only those days that you wereprotected.Prior to June 22, 2015, our last conversation with Ms. [redacted] was on August 2, 20 12, when shecalled to update the credit card listed on her policy. If Ms. [redacted] would have had a loss during thistime period, we would have covered it.We cancelled Ms. [redacted] renter's policy effective for June 18,2015, and she asked us to provideher copies of the renewal information we mailed to her for her 20 12, 2013, and 2014 policy terms, alongwith a copy of the policy booklet and her cancellation notice. We mailed the requested copies to her onJune 24, 2015.

Consumer

Response:

I was an Ameriprise Insurance customer for 13-years, from 9/1997 to 10/2009, and was served graciously each and every time. I had a number of automotive and homeowner claims, and in each instance they paid without any hassles. Most astonishingly, in those 13-years, they never raised my rates--not even after I had a car catch on fire. Regardless of what time of day I called, Ameriprise representatives were always very helpful, responsive and courteous when I called. I truly felt like a valued customer.
The reason I am no longer an Ameriprise customer is because I called one time and due to a miscommunication on my part, I had a bad customer service interaction and felt resentful afterward. Had I not been struggling with [redacted] at the time, I would have let the issue go"; I would have admitted my fault to Ameriprise, and I would have had the usual pleasant interaction. Instead of that, I held a grudge and then cancelled my policy. Moreover, I bad-mouthed Ameriprise to any- and everyone who would listen. Now that I am [redacted]. Therefore, I am leaving a public review telling everyone that I wish I had not cancelled my Ameriprise automotive and home insurance policies; they were truly a wonderful company to work with.

Just a quick note about my experience with Amerprise home insurance. In 2014 I conducted a survey of my homeowners premium and was pleasantly surprised to find the near exact coverage for a lower price with Ameriprise. Skip forward to 2016 and received notice that our rates would be increasing up to 50%. I contacted their customer support to ascertain why the rate hike and was advised that it was a state of TN rate adjustment. I tried to explain that not only had we never filed a claim but that also we just received a new fire department in our are for extra protection.
The customer support lady agreed that this clearly sounded like a bait and switch tactic was used to gain our business but assured me that the increase was only because of the state increase.
They agreed to look into our policy, but I asvised them that we would be looking for a new provider.

Review: This complaint is regards abusive billing and collection issue we had with Ameriprise auto and home insurance.

As a Costco exec member, I have purchased Ameriprise auto insurance for my vehicles from Aug,11 2013 through Aug,11 2015, two years in total. All payments made in full.

As of August 2015, last year, we decided to try Liberty mutual insurance and purchased their insurance on our vehicles after the end of the policy period we had with Ameriprise, and so we did. However yesterday, I received a collection letter from a collection agency "Central Credit Services LLC" stating that I owe a $76.34 amount to Ameriprise.

After doing some study on their website, I noticed that Ameriprise have automatically renewed our policy after the end of last policy which we purchased from Aug.11 2014 through Aug.11, 2015.

A few things to note:

1. We have NEVER received any renewal invitation/notice/offer before or after August 11, 2015 from Ameriprise regards their insurance product.

2. There was no letters/emails/any form of notice from Ameriprise regards this renewal and the payments Ameriprise have charged on us.

3. After carefully reviewing their documents, there was no clause mentioned in their document regards "Automatic renewal or rollover, or what so ever", not even mentioning about sending a notice.

With myself being a financial service professional, Ameriprise's practice is a very irresponsible, abusive, and unfair business practice from my perspective. If this is not going to resolve well, I will bring this case to Kentucky insurance commissioner's and district attorney's attention immediately.Desired Settlement: Ameriprise need to drop the balance they have charged on my account, retract the debt assignment from collector immediately.

Business

Response:

Dear Mr. [redacted]:Thank you for sending the complaint filed by Mr. [redacted], which we received on March 3, 2016. We understand that he would like additional information about the cancellation and billing on his policy. We appreciate the opportunity to address his concerns and feel the following timeline will help provide clarity.• On August 11, 2013, Mr. [redacted] started his automobile insurance policy. He elected an automated billing method that would charge his full six-month premium upon his renewal dates. Each renewal, a billing notice was sent along with his paperwork confirming that this was his billing method and when the charge would occur.• On May 29, 2015, we mailed Mr. [redacted] his August 11, 2015 renewal paperwork. Included in his renewal paperwork was a credit charge card notice indicating that we would be charging $877.62 for his August 11, 2015 through February 11, 2016 term on August 11, 2015.• On August 11, 2015, we charged $877.62 to Mr. [redacted]’s credit card, but we received a decline for the payment.• On August 12, 2015, we mailed Mr. [redacted] a notice of pending cancellation indicating that his automobile policy was set to cancel as of 12:01a.m. on August 27, 2015 for non-payment of premium.• On August 13, 2015, we placed an automated call to the phone number on file advising that there had been a payment reversal.• On August 27, 2015, Mr. [redacted]’s automobile policy cancelled for non-payment of premium.• On September 2, 2015, we mailed a cancellation letter. The letter included a bill for the $76.34 outstanding balance for the coverage we provided from August 11, 2015 through August 27, 2015. On this notice, we indicated that if we did not receive payment, Mr. [redacted] would be contacted by our collection agency.• On October 2, 2015, we mailed Mr. [redacted] another billing notice for $76.34.• On October 27, 2015, we mailed Mr. [redacted] a final reminder notice for $76.34.• On March 1, 2016, Mr. [redacted] contacted us to ask why his policy had not been cancelled as of August 11, 2015. We indicated that his policy had been set to automatically renew since its inception, and if we are not advised of the desire to cancel, we continue to renew it.If Mr. [redacted] would like us to backdate cancellation of his automobile policy, he simply needs to provide proof that he had other insurance on the dates in question. We will accept a declaration page from his current insurance company. He may send his information using one of the following options:• Fax: ###-###-#### (Attn: Policy [redacted])• Email: [redacted]• Mailing Address: Ameriprise Auto & Home Insurance P.O. Box 19054Green Bay, WI 54307-9054Once we receive that declaration page, we will review the dates and coverage to determine if a refund is warranted.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5994.Sincerely,IDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance

Review: I was writing to you to file a complaint about Ameriprise's underwriting process. A few months ago I called and tried to switch my homeowners insurance to Ameriprise from [redacted]. I was told I could not do so until after November, as November 3 years ago was when we filed our last claim with [redacted]. I asked the guy to check with underwriting to see if they would approve it as we have car insurance with them, good history and no missed or late payments. He said he would check and shortly came back with a "no." Whether he checked or not, I do not know. But here is my problem....

We did file a claim 3 years ago November, because we came home the day before Thanksgiving 2011 to water pouring out our front door. What happened was the water expansion tank had fallen over and the pipe burst causing pressurized water to spew everywhere. Upon further investigation, the claims adjustor looked closer into it and determined that the fault was likely on the installer. The installer repaired the pipe at no cost to us, and [redacted] confiscated the damaged expansion tank and pipe.

The claim is now sitting with [redacted] subrogation department to see if they can recoup the money and it has been for about 3 years now. They said that it should be finalized by July and there should be a final decision rendered from mediation or litigation. I feel this is very unfair that I am penalized for the error of someone else, for filing a claim on an insurance policy that was no fault of my own. This was not an act of carelessness or an act of danger, this was an act of poor installation in which the homeowner paid the price. This clearly wasn't inspected well by the builder or the building inspector who signed off on the new construction.

In any case, I feel that not writing us a policy is unjust. The company makes a "hard stance" because it is water damage, when it is not and was not our fault. Now my wife and I are about to move into a new home, and when I tried to quote it online it will not allow me to, stating that we were denied due to past claims. We are being forced to pay higher premiums, we are not able to take advantage of discounts offered by being a Costco member and Ameriprise insured and we miss out on multi policy discounts.

I am asking you to make this right, contact [redacted] if you must to verify the validity of my story. We are the victims here and being penalized unjustly. You can see our history with Ameriprise. You can see our billing and payment history, you can see our credit score of over 750. You can see my history with [redacted], you can see ONE claim... Please reconsider and help us to be able to take advantage of lower rates on our home owners insurance and car insurance as well.

According to further conversations with Ameriprise call centers today, they don't like to write insurance on addresses that have had water damage because there is a risk of mold damage if not dried out properly. They also said that because we are moving, that wouldn't apply to the new home we were trying to insure. Then I found out that underwriting can override the "policy" but is choosing not to because the company is not performing well in NC so they are refusing to reason. Please help!

I am understanding that underwriting CAN override the "rules" and that management is not able to in the call center, but underwriting could. Per Cory who I spoke with this evening, underwriting will not. I find it absolutely absurd that this company can't see the diligence in a good customer. Cory told me that there would be no exceptions, because the company takes a "hard stance" against water damage regardless of who is at fault, he also told me that to expect a courtesy in NC was not going to happen because the company is not performing well in NC. Again, not my issue. [redacted] is taking subrogation against the contractors insurance firm, which should prove that I was at no fault, nor was it my issue, so again, I believe that this is terribly unjust.

Thanks in advance,

James

Our new property address is: [redacted] The quote I was denied on is: [redacted]Desired Settlement: Please allow me to have insurance with Ameriprise for my home and take advantage of the discounts available. I would also like to be paid back the discounts that I should have been receiving on my car insurance had I been allowed to have insurance all this time, which I should have been. This extra stress is ridiculous to put someone through.

Consumer

Response:

On Mon, May 19, 2014 at 11:10 AM, [redacted] wrote:

I attempted to update my complaint with the Revdex.com and notify you of satisfactory result. I would like to drop my claim and am satisfied with Ameriprise and [redacted] professionalism in this matter. I was unable to update the complaint on your website as I attempted to on Friday night as it would not allow me to until the business responded.

Thank you

Review: Tried to purchase home ins. through Progressive Ins., received quote through internet. I called Progressive Ins., received home insurance application through mail on 7/18/2013 from Progressive Ins underwriter company IDS Property Casualty Insurance Company in De Pere, WI, filled out application sent it back to IDS Property Casualty Insurance on 7/19/2013. Application also stated to send A CHECK OR MONEY ORDER MADE PAYABLE TO " IDS Property Casualty Insurance Company" . If I was denied coverage THEN I WOULD BE NOTIFIED AND MY ORIGINAL PAYMENT RETURNED IN FULL, this is stated on the "Payment Options Page". I sent a personal check for the full amount of the policy enclosed with the application as stated payable to "IDS Property Casualty Insurance Company". Also I copied all application papers and check for my personal files before mailing.

As my current home ins was to expired on 8/4/2013, desired to seek another insurer, chose Progressive Ins but as of 7/29/13 was not notified from Progressive Ins if I was to be accepted or not. Called Progressive Ins 7/29/13, my call was returned not from my agent listed on the application but a person stating he worked with the agent who told me Progressive Ins declined to insure me because the "LAND THAT THE HOUSE WAS ON WAS MORE VALUABLE VACANT THAN WITH THE HOUSE STANDING ON IT", ALSO "MY UNCASHED CHECK WAS MAILED BACK TO ME WITH A LETTER EXPLAINING WHY I WAS DENIED INSURANCE" person I spoke with stated "MY UNCASHED CHECK AND LETTER WAS MAILED BACK ON THURSDAY JULY 25th 2013" . On 8/5/2013 called Progressive Ins left message asking the agent to call back because I NEVER RECEIVED the uncashed check nor the explanation letter. Never received the call. Today 8/7/2013 called a private number for the agent again left a message please call me back, never received the call.Desired Settlement: Please send back my uncashed check along with the explanation denial letter. Thank you

Consumer

Response:

On Sat, Aug 10 at 1:58 PM , [redacted] wrote:

TO whom it may concern

Soy cliente para esta aseguradora de autos por mas de 10 años nunca he tenido accidentes hasta este año y hoy que necesito que mi aseguranza cubra mi reclamo se niega a cubrir el100% de mi reclamo tratándome como un mentiroso tratándome no respetuosamente y prometiéndome muchas cosas que no me han cumplido solamente me han dado la espalda quieren que pague un segundo deducible para que empiece un segundo reclamo como si yo hubiera tenido un segundo accidente lo que es falso y una de las ultimas personas que me atendió fue grosera conmigo 10 años como cliente tirados a la basura pagando puntualmente con pago automático una aseguranza muy deshonesta
I am a customer for this auto insurer for over 10 years I have never had accidents until this year and today I need my insurance cover my claim refuses to cover 100% of my claim to treat me as a liar treat me not respectfully and promising many things who have not met me only have given me back want to pay one second deductible to start one second claim as if I had a second accident that is false and one of the last people who served me was rude to me 10 years customer trashed automatic payment punctually paying a very dishonestly insurance

Review: Over a month ago a car back in to my car. It was not clear if the driver of the other car had insurance or a valid driver license. However my vehicle is still not repaired because of insurance policies that people like myself who do not understand insurance policy. Ameriprise repair shop that they recommend was unprofessional & gave me a bias estimate of my vehicle. I am diving my car with front end damage & a broken headlamp. This is unsafe to drive however, Ameriprise argues that it is drivable.

I pay for full coverage every month. It is an outrage that my car is not fix because of insurance lingo that Ameriprise representatives use to not cover my car in full.Desired Settlement: Ameriprise should pay all fees to repair my car & medical expenses.

Business

Response:

Thank you for sending the complaint filed by Mr. [redacted], which we received on July 23,2015. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.At the onset of the claim, we explained Mr. [redacted]'s options in regards to choosing his own repair shop.Mr. [redacted] chose to use one of our preferred shops, and obtained an estimate from Auto Square inArcadia. We received the estimate on June 29, 2015, and reviewed and paid it on July 2, 2015. We issueda check in the amount of $276.84 payable to Mr. [redacted] and Auto Square.On July 21,2015, we received an email from a different body shop, [redacted], which Mr.[redacted] chose to repair his vehicle. On July 22, 20 15, the shop submitted their estimate and photos forreview, and we set up a Hertz rental reservation for Mr. [redacted]. Upon review of the shop estimate, wedetennined that a physical inspection was needed.Our staff appraiser attempted to inspect the vehicle on July 24, 2015, but the vehicle was not at the shop.The vehicle inspection was completed on July 27,2015, and we approved the estimate for $1,586.32. Weissued payment to Mr. [redacted] and [redacted] for $1,086.32 which represents the estimate amountless Mr. [redacted]'s $500 deductible.Mr. [redacted] has Uninsured Motorist Property Damage (UMPD) coverage; however, Foremost Insuranceinsures the 1998 GMC Sonoma driven by Mr. [redacted], the other party to the claim, and theyhave not denied coverage to date. Therefore, we are unable to pay under Mr. [redacted]'s UMPD coverageat this time. We will continue to follow up with Foremost Insurance and should they deny coverage, wewill review the claim for payment consideration under UMPD coverage.Regarding the request to pay his medical bills, the coverage afforded under Mr. [redacted]'s policy isExcess Medical Expense coverage. All medical expenses must first be submitted to the injured party'sprimary health insurance. Following receipt of a complete medical bill, medical records, and theexplanation of benefits from the primary health insurance, we review the documentation for paymentconsideration. A complete bill includes diagnosis codes and procedure codes and is usually submitted ona CM S-1500 or DB form.On June 19, 2015, we received a receipt showing $10 payment to [redacted] The medicaladjuster, Ms. [redacted], left a message for Mr. [redacted] and also sent him an email on June 22,2015, requesting complete medical bills, records and explanation of benefits from the primalY healthinsurance. We will respond accordingly once we receive the requested information.If you have any questions about this information, you may contact Ms. [redacted] at I ###-###-####,Ext. [redacted].

Review: In May of 2014, I was rear-ended by someone insured by Ameriprise. It is now June of 2015, and my claim has still not been settled, nor have I received any communication from the company in over four months. I frequently receive medical bills related to my claim; many will soon be sent to collections, irreparably damaging my credit (if this has not been done already). I notified Ameriprise that my medical treatment was concluded and my claim was ready to be settled back in December of 2014; I feel that more than enough time has passed for them to pay my doctors and me for my related expenses. I don't understand why they have not yet done so.Desired Settlement: I would like Ameriprise to settle my claim, i.e., pay the associated medical bills they have already agreed to pay, as well as my related expenses (as previously discussed with their claims adjuster, Erich D[redacted]). If any of my medical bills have been sent to collections already, or get sent to collections before Ameriprise pays them, I would like to be compensated for the damage done to my credit score as a result of their tardiness, as well.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on June 22, 2015.We understand that she feels there was a delay processing the claim. We appreciate the opportunity toaddress her concerns.On May 19,2014, Ms. [redacted] was involved in an accident with our insured, who struck the [redacted]vehicle from behind in stopped traffic. The claim was reported to us on May 20, 2014, by our insured.That same day, we obtained the pertinent loss details from our insured and also advised them that theywould be considered at-fault for the accident.On May 21 , 2014, we left Ms. [redacted] a message asking if she wanted to have her vehicle repairedthrough us or through her insurance company. On May 28,2014, we spoke with Ms. [redacted] and herinsurance company, [redacted]. Ms. [redacted] provided us with a statement in which she confirnled the factsof the loss as reported by our insured. During this conversation, we offered Ms. [redacted] one of ourpreferred shops to have her vehicle repairs assessed and completed. She chose [redacted].Ms. [redacted] infonned us that she was injured as a result of the accident, and we assigned a Casualtyadjuster to her claim. On May 29,2014, the Casualty adjuster contacted Ms. [redacted] to discuss the extentof her injuries. We informed her that we would send her a Medical Authorization so we could order heraccident-related medical bills and records, and that an injury settlement would be a one-time payment atthe end of the claim. At the end of the call, we explained we would follow-up with her in a few weeks.We contacted Ms. [redacted] on June 4,2014, and requested a return call so we could address her vehicledamages. We received the estimate for her vehicle on June 13,2014, and made payment the same day toMs. [redacted] in the amount of $891. 79. We infornled Ms. [redacted] that if she chose to have her vehiclerepaired, we could arrange for a rental vehicle for her.On July 3, 2014, we contacted Ms. [redacted] to discuss her treatment status. At that time, she indicated shewas still having medical problems and was treating for injuries related to the accident.On August 18, 2014, we left a message for Ms. [redacted] to return our call to discuss her treatment status.We also sent her a Medical Authorization fmm so we would be in a position to begin processing her billsand records when necessary.On September 22, 2014, we left a message for Ms. [redacted] to return our call to discuss her treatmentstatus. We also sent her a letter that same day with the same request.On September 23, 2014, we received the executed Medical Authorization form from Ms. [redacted].On October 22,2014, we left a message for Ms. [redacted] to return our call to discuss her treatment status.This was in response to a message Ms. [redacted] had left us, indicating she would like to discusssettlement of her claim.On December 19, 2014, Ms. [redacted] emailed us about setting her claim. She indicated she had justmoved and that she did not have access to a phone. She suggested that using email would be easier. Shealso asked what was needed in order to settle the claim. We replied to her email the same day, advisingher that we would need medical bills and records from her providers, and we also asked if she saw anyproviders other than [redacted] and Dr. [redacted]. We advised her that we wouldrequest her medical records and bills and would contact her once we received that infonnation.That same day, we sent a request to Ms. [redacted]'s providers for her medical bills and records. We alsoreceived a reply email from Ms. [redacted] wherein she indicated she had also seen Dr. [redacted] andthat she had received an MRI as well. She explained that this information was on the MedicalAuthorization fonn she had previously sent to us, and we confinned the same.On January 7, 2015, we received medical records and bills from Dr. [redacted].On February 2,2015, we provided [redacted] with our email address so they couldsend us the medical records. We also requested their $15 invoice for providing those bills and records sowe could issue payment. On February 3, 20 IS, we received a voice message from [redacted] explaining they required pre-payment for the medical records. We reiterated our request for aninvoice, explaining we would issue pre-payment. [redacted] provided their invoice onFebruary 4, 2015, and we issued payment the same day.On February 10, 2015, we sent a second request to both Dr. [redacted] and [redacted]. Wealso inadvertently sent a second request to Dr. [redacted] which was in error, because we had alreadyreceived her records.Also on February 10, 2015, Ms. [redacted] emailed us, asking if we made any progress toward claimsettlement. She noted that she had moved to [redacted] and she provided us with her new address. Weinfonned Ms. [redacted] of the status of the requests we sent to all of her providers. Ms. [redacted] inquiredas to why [redacted] had been paid $15, believing they were owed more than that. Weexplained it was pre-payment for copies of her bills and records. Ms. [redacted] also indicated that she hadsome out-of-pocket expenses. We advised her to submit those bills or receipts to us for consideration.On February 11,2015, we received toll receipts from Ms. [redacted]. She indicated in her email that thedates and times should match up with her appointments. In that email, Ms. [redacted] also provided us withinfonnation regarding her estimated fuel costs for travel to and from her appointments. We confinnedreceipt of the documentation and explained we would review it along with the rest of her file whencompleting her evaluation.On February 20, 2015, we traded phone correspondence with Dr. [redacted] regarding pre-payment fortheir bills and records. We left a message for them asking them to simply fax us their invoice as well as aW9 with their tax identification number.On February 24, 20 15, we received a faxed pre-payment invoice from Dr. [redacted] in the amount of$30 for the bills and records. We followed up with a W9 fonn, which Dr. [redacted]'s office completedand returned the same day. We issued payment on February 25,2015.On FebrualY 26, 2015, we received the medical records and bills from Dr. [redacted].On March 9,2015, we received the medical bills from Dr. [redacted]. We also contacted [redacted] about the status of our request. They indicated that they thought the records had alreadybeen sent. We provided them with our email address and they confirmed they would send the records thatsame day. We received the medical records from [redacted] on March 11, 2015.Recently we received an email from Ms. [redacted] expressing her concelll as to how long the process wastaking. On June 24, 2015, we completed an evaluation of Ms. [redacted]'s claim and have provided herwith an offer based on the i.l1fonnation we cunently have. We also let her know that because she hasMedicare and they made payment on her claim, their reimbursement interest would need to be taken intoaccount. We confirmed we would work with Medicare to calculate the interest amount.We understand that Ms. [redacted] is fru strated with the length of time it is taking to settle this matter. It isalways our intention to resolve all claims in a timely manner, but claims involving injuries are, by nature,more complicated and require more time to obtain appropriate documentation from outside medicalproviders. We regret that Ms. [redacted] feels there is a delay, but we assure you that it is in no wayintentional.

Consumer

Response:

[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.]

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've had Ameriprise Home Insurance for couple years now. I just got the renewal and my premium went up like 60%. I called them to complain and I was told that they have reviewed their rates and that is the new premium for my home. I have no claims at all. Terrible service from this company and on top of that they tell me "We value your business" which upset me more.

Review: My claim number is 1987632T202

On 5-22-2015 or 5-23-2015 Someone(s) got into my home while I was spending the night at my girlfriends home. Destroyed approx. $53,000 of my personal property. Approx $20,000 in real property (my Home). My whereabouts and my son's whereabouts are documented and proven even still they made inuwindos to my lawyer as there was no sign of forced entry. Outside of 15-20 min home alone after my son ok my son was planning to take his friend with him to my sisters lake house in Grove OK. Just before they left My son and [redacted] went to my sons room to get some things. so [redacted] can and will testify on the behalf of me, my son and the condition of our home. I did not do this to my home. As a local fuel hauler I make $80,000.00 All my bills are paid then and now. I am also had a 2nd income coming in as an Insurance agent for Live Ops. Only around $750.00 a month but I was paying off my bills etc with this money. Point is I don't have any reason to do something like this myself. As a single parent I protect my son and his well being!!!! Ameriprise denied the claim for so called "Insurance Fraud". There idea of Insurance fraud is me telling them I bought my property new, when I actually bought it at actions, yard sales and craigslist. At that time their claim form said "purchased or obtained from" my friend that was an agent for Home owners told me that If I had not bought my property new that they would not cover it. He was wrong. In Missouri a home that is covered to 80% it must be a replacement policy. A replacement of equal and like quality.Not an ACV (actual cash value) They also complained that I had filed bankruptcy and they were not liable for property that was included in the Bankruptcy due to [redacted].

[redacted] is an insurance law that is to prevent a policy owner from claiming worthless property. Just because I claim it in my Bankruptcy does not make it worthless property. Also in the Insurance Contract it does not state this claim either. They also stated that I over estimated my property, I told the claims rep [redacted] that I was not sure about some of the values she stated to me that it was ok they had people that double check things like that. I was very grateful for this. They complained about me changing purchase dates on a few items. See I had filled out 2 claim forms 1st one included all the destroyed property 2nd claim form I removed all my property prior to my bankruptcy. filling out the 2nd claim form I used a reference point I thought I had gotten my Insurance License on 6-9-2013 as I needed some suits when in fact I got my license on 7-13-2013 so I just corrected it. Thought I was doing the right thing. They also complained about no sign of forced entry, YOUTUBE has several videos that show a person how to pick a deadbolt door lock, also I may have left the back door unlocked as I live in a middle class neighborhood so we don't really worry about things like this. Also I defiantly left the upstairs balcony door unlocked as we didn't have a key for the doors so we just used the garage door to get in. I always left it unlocked just in case the electric was out. There were several other excuses I don't remember although I have all emails saved.

Bottom line is I didn't do this to my home, not try to fraud intentionally. I can more then prove this in a court of law.

Ameriprise denied my personal property claim, not saying anything about the damage to my home. Who or why someone did this to me I have no idea, that's the polices problem, not mine. My problem is Ameriprise accepted my policy, and funds to PROTECT me and my property!!!! They do seem to have a tremendous about of questions so If more documents etc are needed I will do my best to provide what I can. I am not a lawyer. Funny my sister and brother in law enjoy an annual income of over $350,000.00 a year so and I have spoken to a lawyer that said he would charge me $20,000.00 so my sister will cover this for me. he also specializes in Insurance cases and stated to me that we can also sue for "Punitive damanges". I am making this complaint now as I recently got my property & casualty License and wanted to concentrate on studding for the state exam. Not sure what else to say here, but I recon this will get the ball rolling LOLDesired Settlement: I would be happy to settle for $40,000.00 as long as Amerprise will allow me to make the repairs to my home myself. Not sure if I can or not. Could I go to court and sue for much more? yea I could but that's just not me also I had a lot less invested in my property then the retail value is. Will I? if need be yes I will. Its not fair that an insurance company does this to its costumers.

Business

Response:

Thank you for sending the complaint filed by Mr. [redacted] which we received on April 11, 2016. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We reviewed Mr. [redacted]’s letter in detail and while he provides extensive information, there is no new information for us to consider regarding our claim decision. We are unable to pay his claim under his home policy. If Mr. [redacted] has new, additional information with documented support, we encourage him to share that with us and we will gladly review our claim decision.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted]

Consumer

Response:

Review: false and misleading advertising, fraud. Been a corporate member of [redacted]/amerprise for many years. Discovered this past year they overcharged me by not allowing my credit for being a corporate member of [redacted]. The company also never credited my account from previous years. Now I receive a new bill for both my auto and my home insurance at an even higher price. Again without the credit because I'm a corporate member of [redacted]. In addition in the credit notice it clearly states that ameriprise can reduce or increase costs regarding credit scores. My credit score has and is impeccable. Amerprise is taking advantage of uninformed customers and I'm certainly not one of them. My previous account numbers are HI01365181 and AI01788013 and are the same for the bill I have been sent due on 12/23/15. I have received no credit for my corporate membership AND within the billing there are unusually high(double in some cases) that are excessive.Desired Settlement: I want a proper credit given as was the case the last billing along with a correction of what charges are in error.

Business

Response:

Thank you for sending the complaint filed by Mr.

[redacted], which we received on October 29, 2015. We understand that he

would like additional details regarding the application of his [redacted] discount.

We appreciate the opportunity to address his concerns and feel that the

following timeline will help provide clarification.On December 23, 2011, Mr. [redacted] initiated automobile and renter insurance policies with us. At that time, we verified that his [redacted] membership was active, which allowed us to provide a discount.On April 30, 2013, we attempted to verify Mr. [redacted]'s [redacted] membership; however, we found the membership had expired. We provided a grace period during which Mr. [redacted] could renew the membership before we removed the discount.On May 10, 2013, we sent a letter to Mr. [redacted] explaining that his discount would be removed if his [redacted] membership was not renewed.On October 30, 2013, we confirmed that Mr. [redacted] had not renewed his membership; therefore, we removed the auto policy discount effective December 23, 2013.On November 8, 2013, we sent a letter to Mr. [redacted] regarding the potential removal of the [redacted] membership discount from his renters policy.On October 30, 2014, we confirmed that Mr. [redacted] had not renewed his membership; therefore, we removed the renters policy discount effective December 23, 2014.On September ] 4, 2015, Mr. [redacted] contacted us and requested duplicate copies of his insurance identification cards. At that time, we reminded Mr. [redacted] that he no longer qualified for the[redacted] discount. Mr. [redacted] said he had renewed the

membership but did not know the exact date.We agreed to temporarily backdate the [redacted]

discount to the beginning of Mr. [redacted]'s June 23, 2015 to December 23, 2015

automobile policy term, and to his renter's policy effective September 14,

2015.On November 3, 2015, [redacted] confirmed that Mr. [redacted]'s membership had expired in December of 2011, and it was not renewed until May 9, 2015. Therefore, we adjusted the backdating on both policies to May 9, 2015, which generated refunds of $1.30 on his renters policy and $13.56 on his automobile policy. These credits were applied to Mr. [redacted]'s credit card on record.Mr.

[redacted] also expressed his concern that his premium increases were related to

his credit score. They were not. The notice Mr. [redacted] received regarding

insurance credit scores was only meant to provide a general overview of our

process — not to imply it was the cause of his increase. Mr. [redacted] has

received an identical notice with every renewal since his policies began.Mr.

[redacted]'s premium increases were actually the result of rate revisions we

implemented in [redacted]. A home rate revision became effective for policy terms

beginning on or after August 8, 2015. The auto rate revision became effective

for policy terms beginning on or after December 8, 2015. We understand that an

increase of any amount is a difficult message to receive, but we must

occasionally make rate adjustments to align the premiums we charge with the

risks we insure. We make these adjustments to ensure that we are able to

fulfill our promises to policyholders when they have suffered a loss.If you have any questions about this information,

you may contact Ine at I ###-###-####, Ext. [redacted].Sincerely,[redacted]IDS Property Casualty Insurance CompanyAmeriprise Auto & Home Insurance

Consumer

Response:

I had auto insurance coverage with Amerprise for 2months. I called in the get a quote on adding another car. I was quoted $838. I ask to get a quote with an additional insured household member. Quote was now $1065. I decided to continue with the $838 6 month quote. This was no longer an option. Once you verbally state another household member lives with you they can automatically add that person to your policy. I ask to see this information in the policy handbook. It did say relative would have to be related through blood, marriage, or registered domestic paternership. He did not fit any of these guidelines. However I was told there was another handbook only the company had access to that overrides the client handbook policy. Another suggestion was to provide the household members auto insurance if he had any. I then provided the information but the policy didn't meet the requirments to have him removed. I decided to move forward with the $1065 quote. I was told I heard incorrectly and it was $1665. At that point I canceled my insurance. This company has hidden policy's they do not disclose to there clients and will verbally bind you to a higher rate without even knowing. I started out with this company paying $744 for one car and at the end of a call was quoted $1655 an additional $911 for adding a car and a household member who isn't related to me.

Review: I initially responded to an e-mail which sounded like a request for a customer satisfaction survey. When I called Ameriprise, I was informed that my account was past due and I would be billed for January and the past due month. According to Ameriprise's records, my August payment had been refunded back to me. After reviewing my records and consulting with my bank, I informed Ameriprise that a refund was never received. (Initially I was told my balance was past due because of NSF.) I worked with [redacted] at Ameriprise for days while he tried to sort out my account. There had been a change in my policy due to a wreck coming off my record. I was repeatedly told that was how the system set it up. I told Ameriprise that I did not feel like I should be held responsible for an error in their system. I provided proof of no refund from them via faxing bank statements. After I had exhausted [redacted]'s expertise, I was sent to his senior advisor [redacted]. Upon talking to [redacted], I was informed that when my policy had been amended, the system set my six month policy up to be billed over seven months instead of six; therefore, I still owed them a month. I again stated that I should not be held accountable for system error. Never once did I receive a phone call or letter stating that my account was past due. I did receive my new insurance cards and notice of renewal for my lien holder. Basically, I was told that I should have noticed that the payments didn't add up to the total of my policy and I still owed. But, they would be happy to refund any NSF fees I may have encountered only if I could prove it via bank statement.Desired Settlement: I would like a refund of $56. A letter of apology would be nice as well.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on February 5,

2014. We understand that she would like additional details surrounding her auto insurance payments. We

appreciate the opportunity to address her concerns, and we hope the following timeline provides

clarification:

• On July 9,2013, we mailed Ms. [redacted] a renewal offer for $557 every six months. Included with

the renewal offer was a Preauthorized Withdrawal Notice informing Ms. [redacted] that starting on July

22,2013 we would withdraw $93.85 from her checking account each month (including a $1 monthly

convenience fee).

• On July 12, 2013, Ms. [redacted] requested the removal of an accident that occurred on August 30,

2010 once three years had passed. We agreed to remove the accident, which caused a prorated credit

of $107.4 7 and a new balance of $449.53 for the six-month policy period. Therefore, starting on July

22,2013, the installment amount changed from $93.85 to $75.82.

• \Vhen we applied the August 24, 2013 installment, we inadvertently applied the payment twice. \Ve

immediately noticed the error, and we reversed it before the money was withdrawn.

• On October 22, 2013, the $223.83 remaining balance was divided into four payments instead of tlu'ee,

which caused the installment amounts to change from $75.94 per month to $56.96 per month

(including a $1 monthly convenience fee).

• On January 14, 2014, we explained the error to Ms. [redacted], and that because of it, an additional

installment of$56.95 was due on January 22,2014 - in addition to the $74.85 regularly scheduled

payment. Ms. [redacted] asked if we could withdraw both payments from her account on January 22,

2014, and we agreed.

• On January 20,2014, we incorrectly informed Ms. [redacted] that we withdrew two payments from her

checking account on August 24, 2013, and we had provided a refund. Ms. [redacted] stated that she did '

not see a refund and would check with her bank.

• On January 27, 201 4, we received a copy of Ms. [redacted] bank statement showing we only withdrew

one payment in August, which is accurate. There was no need for a refund because we only made one

withdrawal.

• On January 28, 2014, Ms. [redacted] contacted us to review her billing. We apologized that the en-or

on October 22,2013 caused the need for two payments, and we explained that if she received any

non sufficient fund fees as a result, she should send a copy of her bank statement, and we would

review it for reimbursement.

We apologize for the confusion and frustration this billing error caused Ms. [redacted]; however, we are

unable to provide a refund because we did not overcharge Ms. [redacted] for the coverage provided.

If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].

Sincerely,

IDS Property Casualty Insurance Company

Ameriprise Auto & Home Insurance

cc: Ms. [redacted]

Review: I was an Ameriprise customer for ** years with a good record and never a lapse in payment. In late June, my wallet was stolen and I had to cancel my credit cards. This resulted in an automatic billing problem for my auto insurance for July. By the end of the month, Ameriprise had cancelled my insurance without notifying me. They sent me a notice of cancellation by mail nearly four weeks later, the first time I received any contact from them regarding this issue. I also received a notice of cancellation for another customer, for whom I have name, address, policy number and credit union name. Despite this proof of error on their part, they stand by their cancellation, and say there is nothing they can do due to the lapse in coverage — a problem which they themselves created.Desired Settlement: Written letter of apology stating wrongful termination of contract for me to use in dealings with my future auto insurance company.

Business

Response:

Dear Mr. [redacted]:

Thank you for sending the complaint filed by Ms. [redacted], which we received on August 15, 2013.

We understand that she would like a more detailed explanation of why the policy was canceled. We

appreciate the opportunity to address her concerns.

On July 18, 2013, we attempted to charge $172.80 to Ms. [redacted]'s MasterCard account ending in [redacted]. The

payment was returned to us as a decline.

On July 19, 2013, we mailed Ms. [redacted] a notice of pending cancellation to the address on file, explaining

that we would need payment by July 29, 2013, or the policy would cancel for non-payment of premium.

We did not receive payment by July 29, 20 13; therefore, the policy cancelled for non-payment of

premium. We mailed notification of the cancellation to Ms. [redacted], along with refund check # [redacted] in

the amount of $65 .14 for unused premium.

On August 12,2013, Ms. [redacted] contacted us about reinstating her policy. We declined her request because

there was a lapse in coverage and break in the contract when the policy cancelled for nonpayment of

premium.

During the course of our August 12, 2013, telephone conversation, Ms. [redacted] also informed us she received

another insured's cancellation notice enclosed with her information. We explained the documentation was

sent to her in error, and apologized for any inconvenience or confusion our oversight may have caused.

We acknowledge and appreciate that Ms. [redacted] had been a long-term client, and we are truly sorry we are

unable to offer her coverage. Regrettably, we are unable to change our decision after reviewing this

situation a second time.

If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####.

Sincerely,

IDS Property Casualty Insurance Company

Ameriprise Auto & Home Insurance

cc: Ms. [redacted]

Business

Response:

Dear Mr. [redacted]:

Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received on August

21, 2013. We understand that she does not agree with our August 21 , 2013 response.

Ms. [redacted] states she did not receive the notice of pending cancellation until August 12, 2013. We reviewed

our records and verified that on July 19, 20 13, the notice of pending cancellation was mailed to Ms. [redacted]

at the address on file. The notice was sent Proof of Mail through the U. S. Post Office.

On August 8, 2013, we mailed notification of the July 29, 2013, cancellation for non-payment of

premium to Ms. [redacted] at the address on file.

Finally, Ms. [redacted] reiterated in her complaint that another of our insured's documentation was enclosed

with her August 7, 2013, notice of cancellation. As we previously explained to Ms. [redacted], this inclusion

was inadvertent, and we once again sincerely apologize for any confusion our oversight may have caused.

We acknowledge and appreciate that Ms. [redacted] had been a long-term client, and are truly sorry we are

unable to offer her coverage at this time.

If you have any questions about this information, you may contact me at ###-###-####, Ext. #### .

Sincerely,

IDS Property Casualty Insurance Company

Ameriprise Auto & Home Insurance

Consumer

Response:

Review: I had an accident on the 5th of October 2015 and my Automobile was totaled.Ameriprise Insurance, paid my Volvo off. So after they took care of the Car Payments. I am old $240.00 for Towing, $800.00 for the Balance of the car, and $87.00 for the Balance for cancelation of my insurance Policy. They lied and said that they credited my Credit Card the $87.00 on my Visa Card but never did. They are also dragging their feet on giving me the $800.00 $240.00 for the towing of my volvo.Desired Settlement: I just want them to do what's promise me and pay me.

Business

Response:

Thank you for sending the complaint filed by Mr. [redacted], which we received on November 24, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We made a $4,477.60 settlement offer to Mr. [redacted] for the total loss damages to his 2002 Volvo on November 5, 2015; that same day we sent payment of $3,809.48 to his lienholder, [redacted]. The remaining $668.12 was withheld until we received some completed paperwork from Mr. [redacted]. We sent those documents on November 12, 2015, via overnight mail.We did not receive the completed paperwork, so we called Mr. [redacted] on November 20, 2015. He explained he has issues receiving his mail due to his location. During this conversation, he did not mention any other unpaid amounts.On December 1, 2015, the paperwork we had sent was returned marked undeliverable. The next day, we sent it to a post office box number that Mr. [redacted] had provided. We are still awaiting the signed documents.We are willing to discuss the $250 towing charge and $800 vehicle balance that Mr. [redacted] describes in his complaint. However, it is possible that Mr. [redacted] simply stated the incorrect amount regarding the vehicle balance, and the $800 to which he refers is actually the $668.12 payment. If so, as we previously explained, we will pay this amount once we receive the signed documents. Regardless, we will contact Mr. [redacted] to discuss both issues – but, in the meantime, Mr. [redacted] should send us receipts or documents to verify any additional charges.Regarding Mr. [redacted]’ refund, Mr. [redacted] requested the cancellation of his automobile policy on November 19, 2015, and the next day we issued a credit for $87.24 to his Visa card ending in 6096. We have documentation, including a transaction number, that this credit was applied to his card.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This company is starting to get it done, however I will check the mail for the refund check.[redacted]

Regards,

Review: Hello, I was in the market for Home Insurance and found your organization to be reasonably priced. I called and spoke to an agent who provided me a quote and sent me an application to complete and return. I completed this application in good faith looking forward to securing Home Insurance for my residence. I was contacted a few weeks later by [redacted], a sales agent inquiring on my recent application. We were in communication over the last few weeks several times via email. Here is the timeline for the recent events which has led me to this point. I am completely dissatisfied, I have no faith in your organization. I have been blindsided and robbed and no one wants to help me. I had high hopes of working with Progressive since I have in the past but now I do not want any parts of your company. I can't believe that customers like me have to be subjected to such terrible customer service. I know I am just one customer and you service millions and you may not care about resolving my problem but someone needs to hear about this situation and I will ensure that everyone I know understands and chooses to not do business with a money hungry organization like Progressive! You are only concerned with establishing new business and once that has been done, then you are on your own.

*on 9/9/15 [redacted] sent me an email , indicating that he needed me to confirm some info. He was requesting proof of my alarm, my auto policy and the age of my roof. He quoted in that email that my rate would be $1722.63 which for 11 mths would be 156.60.

*on 9/15/15,I responded to him providing the age of the roof, explained I do not currently have auto insurance with Progressive. He provided me with a form to complete to show proof of my alarm. He also still quoted the price of 156.60 monthly and a premium of $1722.63. He said to complete the form and then underwriting would issue the policy.

*On 9/17/15, I received notice that my policy was underwritten and I would be debited $343.50 on 9/18. I immediately contacted [redacted] since this was not what we discussed and inquiring on how did the total change to $343.50. He then advised me he sent a note down to underwriting "waiting on Mrs. to confirm" and that it was a mistake that Underwriting went ahead and issued the policy. He apologized and indicated we can cancel and set up for a new date and he would arrange to keep my application on file so that I would not have to go through this again.

*on 9/18/15, I called [redacted] several times and no answer. I sent 10+ emails with no response. My account was debited $343. I continued to send communication over the weekend and this morning and no response. [redacted] eventually called me and left a message saying we could cancel the policy and he would need to transfer me with verbal consent to cancel it or I could call the toll free number. Immediately, I knew I was being dismissed. He was very communicative and responsive leading up this but now that I have been debited and the policy official, I guess he has to move on to get other customers and my issue becomes less important.

*on 9/21/15, I called and spoke to a reprsentative that stated I could cancel my policy effective tomorrow since it was issued on 9/2. How is that even possible when my first email from [redacted] states info was needed to even issue the policy???? Additionally, an email was sent to some email address that is not mine to advise me of the pending debit. The representative said you have to provide 20 days for a pending debit. I was provided 1 day. My info was sent to [redacted]??? This email address came out the air and does not belong to me. I am concerned with the privacy and security of my info in addition to my bank account info being sent out to the world. I asked to speak to a [redacted] and she only wanted to quote policy saying that I completed the application so basically I agreed. I did complete the application but I did not agree to $343 and that does not dismiss all the communication I have had with your sales team that contradicts this. I have the emails for proof. I was mislead and now no one wants to help me. This [redacted] of [redacted], does not show any empowerment and basically said she could reimburse me $237.16 since coverage was provided since 9/2. I received coverage that I was not aware I had. I am not trying to pay for anything that I did not receive or cheat the system. I just want what is fair. Someone is empowered to evaluate this situation and see what the right thing to do is. I need to be refunded my entire amount of $343, no questions asked. Its the honest and right thing to do. Especially when I can prove my communication with your organization.Desired Settlement: I want to receive a credit of $343 to my bank account.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on September 22, 2015.We appreciate the opportunity to address her concerns.We agree to back-date the cancellation of Ms. [redacted]'s home insurance policy, and we have provided afull refund to her account.We regret that the change in premium was not adequately explained, and we apologize that Ms. [redacted] didnot have a more positive experience with our company. We will provide additional training to the agentinvolved.If you have any questions about this information, you may contact me at I ###-###-####, Ext. [redacted].Sincerely,[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I was charged a $35 insufficient funds fee for this issue. I would like for that to be adjusted as well. I can provide my bank statement for proof.

Regards,

Review: In the past 3 months I have had numerous problems/issues regarding my auto policy.. In October when I went to pay my bill before our family vacation I noticed that I had not received a bill yet, so I had contacted Ameriprise to find out why I had not received my paper bill (which I requested to be billed every month) I spoke to [redacted] and she informed my that my insurance had been cancelled as of October 1st. I had paid my bills on time every month and know that I didn't forget to pay, [redacted] told me it was their error and it would be fixed immediately. It was, but was still upsetting. In November I had another issue with my bill being sent so I had to call them again and request it, Travis told me it was noted in my account to be paper billed and he was confused on why it had not been mailed to me. I paid my bill over the phone just so I was not late, but I don't like doing that because I don't like my credit card numbers on file, he swore he took out the number as soon as my payment went through....it wasn't, I called a few weeks later to confirm that and it was still in the system marked for automatic withdrawal, I was furious, again just another mistake. I had requested my bill yet again for the month of December while I was on the phone just to make sure I would get it....and I sure did get my bill, I got my bill today plus another customers policy information, 4 pages of it...our names didn't even get close. Its pretty scary to think that Ameriprise is making mistakes like this. My information could end up in the hands of someone who is doing Identity theft or just the thought of some random person having my address or vin # or even social security numbers.. I am appalled with this company and would never recommend anyone.Desired Settlement: I would like to speak to someone higher up then the supervisors at the call center....I feel that for 3 months I have had nothing but problems and stress, I feel that I am doing their job and would like to hear more concern for us as a customer, maybe even a billing adjustment for 1 month for all the stress and issues..an apology even would help

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on December 7, 2015. We understand that she would like an explanation for the continued billing errors. We appreciate the opportunity to address her concerns.Ms. [redacted] indicated that she would like a supervisor from our company to contact her. I called to discuss this matter with her, but she was unavailable. I left a voicemail on her answering machine asking for a return call so we can talk and I can offer my apologies directly to her.We regret the frustration Ms. [redacted] experienced during her recent interactions with our company. It is always our intention to provide quality customer service and treat our valued clients with respect, compassion and professionalism. I regret that we failed to meet Ms. [redacted]’s expectations.If you have any questions about this information, you may contact me at ###-###-####, Ext.[redacted].