Ameriprise Auto & Home Insurance

Review: My car was involved in an accident on November 16th 2014. The fault was soon established to be the other party's, which happened to have Ameriprise Auto and Home Insurance. During the initial process of establishing fault I explained to the adjuster [redacted], via phone, that my car was rear-ended while vacant and parked in a parking space. I informed Mr. [redacted] of a car seat occupying the car at the time of the accident that is a property of a family for I which I nanny. I was told by Mr. [redacted] that the car seat needed to be replaced, and further, he gave me instructions, which consisted of the following: (1) taking pictures of the car seat with the straps cut rendering it destroyed (2) ordering a new car seat of the same make/model, (3) providing the proof of purchase, and (4) being promptly reimbursed for the car seat which could be submitted via email. Immediately after the accident, I notified the family I nanny of the above steps. The father, [redacted], advised me that the car seat had already had pictures taken and that it was destroyed. He let me know that the he and the family was out of town due to a family emergency and he would send me the photographs and details of the destroyed car seat as soon as they returned. On January 9, 2015, I received said photographs and information about the car seat from [redacted], so I could order a replacement and have it sent directly to them. I forwarded this information along with the invoice for the new car seat to Mr. [redacted] via email as requested. After approximately a weeks time of hearing nothing, I contacted Mr. [redacted] both via email and phone asking if my correspondence was received. The following day, I received correspondence from Mr. [redacted] stating he received pictures however he did not receive the invoice for the car seat. Mr. [redacted] requested that I resend the photo of the invoice and that as soon as it is received I would receive payment for the replacement car seat. I promptly forwarded a photograph of the invoice that was sent with the car seat from [redacted] via email to Mr. [redacted]. Approximately another week went by an I hadn't heard from Mr. [redacted]. I contacted him both via email and phone to provide me with his manager's information so I could forward the requested information in case he was unable to open the attachments in my emails. Mr. [redacted] soon after responded with the following:

"We do need some additional information in reviewing the carseat receipt you provided to us. Please respond back with answers to the below questions:

1.) Was the carseat occupied at the time of impact? 2.) We need a full copy of the invoice emailed to us to include the date on the invoice. 3.) We need a photo of the new carseat that was purchased. Once we have this additional information, we can complete our review. I do apologize for the length of time this has taken so far."

I have already answered the questions above in the initial conversation and multiple times thereafter using both verbal and written correspondences with Mr. [redacted].

This is another blatant example of Mr. [redacted] failing to follow verbal and written agreement and not practicing due diligence in following through. In addition to the above issue, I had many similar ones; bringing my car to the shop, picking up and dropping off the rental car and being told by Mr. [redacted] would only arrange payment for a set number of days regardless of if my car took longer. than expected to repair. I am looking forward to resolving this issue after it has occupied valuable time for almost the past three month.Desired Settlement: Fulfill the agreement of reimbursement for the car seat that occupied my car at the time of the accident. The car seat replacement was deemed necessary by Mr. [redacted], and moreover car seats ought to be replaced in the State of [redacted] after accidents.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on February 2,2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunityto address her concerns.Below is a chronological timeline of the claim handling:• November 21, 2014: Mike from Progressive Insurance filed a collision loss involving Ms.[redacted]'s Subaru.• December 2,2014: We completed our liability investigation and detemlined our insured wasresponsible for the loss. We informed Ms. [redacted] of our decision and her claim filing options.• December 9, 2014: We assigned an independent appraiser to inspect Ms. [redacted] vehicle.• December 15, 2014: After receipt and review of the appraisal, we issued Ms. [redacted] a propertydamage payment.• January 22, 2015: We received two photographs of the child car seat with the straps cut. Weemailed Ms. [redacted] verifying receipt of the photographs, and we reiterated our request for acopy of the invoice showing payment for the replacement car seat.• January 28, 2015: We received and reviewed the invoice for the replacement car seat.• February 3, 2015: We completed our investigation and issued payment to Ms. [redacted] in theamount of $951.55.We are truly sorry Ms. [redacted] experienced this unfortunate event, and we understand her frustrationwith the length of time it took to settle this matter. It is always our intention to handle all claimsefficiently, but in this case extra time was required to obtain appropriate documentation. While we regretthat this claims experience did not meet Ms. [redacted]'s expectations, we are pleased that we were able tobring it to amenable resolution.

Review: Ameriprise ordered a home inspection after a homeowners loss and claim against my policy. I was not being contacted by the inspecting agency working for Ameriprise. Suddenly in May 2014 timeframe I received a cancellation notice because I had not gotten my home inspected. I, immediately called Ameriprise and told them I've been trying to schedule this and and calling the inspector. Turns out, the inspector dispatched no longer worked with the company. Given the 30 days of cancellation, I asked for another inspector to come inspect. Ameriprise told me they would trigger this and did. It was getting within 2 weeks of my policy canceling and I still had not heard from anyone. Therefore, I called Ameriprise and was told that they would keep me covered after the date, June 13, 2014 if the inspection wasn't done by then. In fact, it was not because when the inspector finally showed up he said they had a big backlog and it wasn't until I ask for Ameriprise to escalate to their own inspector to speed up the process that he got notified. In the end, I got a call on June 30, 2014 of which I still have the voicemail saved, that my inspection came through fine and there were no hazards noted. At this point, I was glad to know that this was taken care of. I have not seen any more phone calls or correspondence telling me otherwise.

Today, 10/13/2014, I look at my mortgage statement to find out that I am now being charged for premium homeowners insurance. I call my mortgage company to find out that I didn't have an active policy on file. My mortgage company and I called together to Ameriprise where I discovered this was in fact the case. Ameriprise tells me that they did not reinstate the policy and it was due to my not responding. There was nothing I received that indicated I needed to respond to insure I would still remain covered. I was on the phone for over 90 minutes and spoke to [redacted] a supervisor who said they could not help me.Desired Settlement: I am asking for Ameriprise to do the right thing and reinstate my policy as they said they would. This was based upon phone conversation, email and voicemail I have. I also would like to be compensated for the 5 hours it has taken for me to go through numerous follow ups this evening. I am being charged 4 times more than what my existing policy would have been through Ameriprise and I would like to be reimbursed for this. I understand these things happen, but I've been a long-standing customer with this company and feel like the ball was dropped here. I am really surprised that today when I spoke to a supervisor by the name of [redacted] at Ameriprise, he told me that no correspondence was sent to me indicating the policy would not be reinstated as I was told. He said that only the one phone call was made that was the voicemail telling me the inspection was completed and no hazards were noted.

Review: I have the Trip Delay Protection service for my [redacted] credit cards. On December 14, 2015 I went from Miami to Caracas making a stopover in Aruba by the airline [redacted]. the plane was delayed in Miami and all passengers lost the connection. [redacted] LINE, gave us hotel and dinner, but I had other other expenses such as food and breakfast. I made the claim for the amount of $ 55, but they have denied me coverage until I give them a certified letter from the airline saying the reason for the delay.expenses.

I have opened several cases by email and costumer services with the airline, I have called, even I opened a case with the Revdex.com, and they ignore all my requests, even they are violating federal aviation laws of USA that require them to respond in 30 days. I made all reasonable efforts to get the letter, but I could not. The insurance company can not refuse to pay me the coverage for the neglect of a third party to the contract. [redacted] is not part of the contract, I can not force them to give me that information and the insurance company can not refuse a valid claim for breach of a third party to the contract. The insurance company as a part of the claim process imposed the requirement to give them a power of attorney for them are able to investigate everything, if they have this power they can make and effort to find this letter too. if not why they required this power of attorney?

I can even offer to the insurance company a sworn a sworn statement or affidavit telling that everything in my claim is true under penalty of perjury, I can even do that for them.

Here is the list of all the open cases with [redacted]LINE requesting the letter:

Case # [redacted]

Case # [redacted]

Revdex.com Complaint Case# [redacted]

plus other 20 calls and emails and face book messages when they even refused to give me a case number.

My Claim Number is: [redacted]Desired Settlement: I want the process of the claim, I want my 55$. thank you.

Business

Response:

Attached is the final response for review.

Business

Response:

**SEE ATTACHED DOCUMENT**

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.

Regards,

Review: I had an accident and once the car was resolved, I did not hear back from the claims representative with the outcome. I sent the police report specifying their findings and did not hear back until they sent a renewal letter stating they were doubling my premium. I called and all I was told was that I was at fault for an accident and I need to speak to the claims rep about it. I called the representative left messages and did not receive a call back. I called several days and got no answer but transfers. When I finally got a hold of the claims rep they yelled at me would not let me speak and only said the accident was my fault and the police report did not matter and that I should have a gotten a letter with the outcome. They kept giving me the runaround about the pricing and said they also knew nothing about the premium and there was nothing I could do. I received very unacceptable service I don't feel satisfied in anyway with the lack of professionalism or communication/education on what is going on with my insurance. They are definitely not on my side.Desired Settlement: I would like them to further look into the police report, I would like to dispute the at fault status for an accident and look at the premium price and adjust it to something reasonable not just double pricing and not communicate on the outcome of an accident.

Business

Response:

Dear Mr. [redacted]:Thank you for sending the complaint filed by Ms. [redacted], which we received on November 25, 2015. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.Our goal is to handle all customers with care. To meet that goal for Ms. [redacted], we asked a supervisor to review the file. She carefully analyzed the information provided by the police officer, and we agree there may be more than one reasonable outcome; therefore, we have changed the coding from an at-fault accident to a not at-fault accident. We apologize for any frustration this may have caused Ms. [redacted].We have notified our Underwriting department about this change so they can rectify the premium issues. Ms. [redacted] will receive notification of any changes made. If she has questions in the meantime, she can contact our Client Service department at ###-###-####, Ext. [redacted].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. I would like to sincerely thank Ameriprise for taking the time to look into the matter and responding so promptly.

Regards,

Originally purchased an auto policy as a Costco customer because the rates were great. When we moved to OHIO from Southern California our auto rates increase much to our surprise but the increase was modest so we stayed with them and added a homeowner policy to which was also competitive. We have had no claims with this company so I cant speak to their customer service in that respect but we received a notice a month before our HO policy was to renew stating that we were going to get another increase. when it came in the mail the increase was 87%. The policy went from 1234.00 per year to 2256.00 per year. The accompanying letter said "We implemented a rate revision in your state that may have impacted you premium, and we'd like to make sure you understand why". It then went on to say "there are a wide variety of factors that go into a rating plan, which make it an extremely complex formula" apparently it is so complex they feel I am to stupid to understand it. The fact is that Ameriprise is engaged in the business of "Take the Money and Run" which is exactly what happened in my case. Apparently the 1.66 billion dollars Ameriprise made in 2014 (up 200 million from the year prior) just wasn't enough so they feel they need a bigger part of my paycheck. Needless to say, I am cancelling my home owners policy with them and they will also loose my Auto Policy.

NEVER get home insurance from Ameriprise. When I purchased my home I was referred to Ameriprise Home Insurance by my Ameriprise Financial Advisor. I contacted the agent and we went over the policy etc. I made it a very important point about flood insurance and wanted to be covered if any type of flooding occurred, I would be covered. Moving from Florida with hurricanes I have heard horror stories from people who were not covered. The agent advised me that I was not in a flood zone therefore I would not need it and if my roof was blown away and water got into my home I would not need flood because it was the roof. I purchased a home in the Atlanta Georgia area and my house has a basement and unbeknownst to me my sump/waste ejector in my basement was plugged into a GFI outlet (which was the ONLY outlet) in the room. So the GFI went out and I notice my basement was flooded. I called the plumber and he refereed an electrician. The electrician came out and said that it is definitely faulty electrical because you do not us GFI and he installed the proper outlet. So I called Ameriprise to file a claim (both plumber and electrician advised to do so). WELL when I called to file a claim I was told I do not have water overflow coverage [redacted] I was never told this nor was I ever told such a thing existed...especially when I told her I was worried about flooding! MY ADVICE STAY AWAY FROM AMERIPRISE!! This has nothing to do with overflow when it has to do with faulty electrical connection! Now I will have to consult with my attorney to get this cleared. STAY AWAY FROM AMERIPRISE-READ THEIR POOR REVIEWS WISH I READ BEFORE I CONTACT!

We had two negative experiences with them lately. The first was when we requested taking my son off our household driver's list because he is away in college. They refused to do that because he was originally on our driver's list in the summer before going to college. The second was they canceled our homeowner insurance policy without letting us know because we called and asked information about a new policy on another house we are about to move into after we sell the current. They tricked us to answer their questions and use our honest answers again us. Many other people also have the similar experience. Do Not

Review: I purchased home insurance from Ameriprise in Dec 2014. I have Internet-based surveillance camera system self-installed at home. Today I received a message saying that Ameriprise is going to cancel my home insurance policy if I do not subscribe to a centralized fire alarm and burglary system because my house is above a certain value. I called back and the customer rep first told me that I was misinformed and Ameriprise would not cancel my policy, only the security system discount would be removed. Later on, after I played back the voice message to the rep. She checked and found that my policy would be indeed cancelled if I do not subscribe to a centralized security system as [redacted].

I was extremely frustrated with the bait-and-switch practice of Ameriprise.

1. I was never told by the insurance sales person in the first place that a security system is a requirement to get the insurance policy.

2. Ameriprise sold the insurance policy to me and only informed me more than one month later that they are going to cancel the policy.

3. Many Ameriprise employees do not know this company requirement themselves. The customer rep only knew the policy after I played back the voice message and she looked up.

4. Nobody in Ameriprise knows when they would cancel the policy and how much time do I have to subscribe to a centralized security system before they cancel the policy.Desired Settlement: I would Ameriprise to lift this requirement and let me stay with the current policy and premium. If not, I expect the full refund of the insurance premium instead of prorating after I switch to another insurance company.

Business

Response:

Thank you for sending complaint [redacted], which we received on February 5, 2015. We understand thatour insured would like a more detailed explanation of why the policy was canceled. We appreciate theopportunity to address his concerns.After a discussion with the insured, we have agreed to continue coverage of his property until the policyrenewal date of December 23,2015.Our insured had been advised that his coverage would be cancelled because his home did not have therequired monitored alarm systems. However, no cancellation was processed, and after a review of theproperty was completed, we agreed to continue coverage of the home until the renewal date - aspreviously mentioned.We regret there was any confusion regarding our requirements. Our insured was under the impressionthat the monitored alarm system was only needed for a discount, but not to continue coverage. Afterdiscussing this in detail, he found it agreeable to continue coverage until the renewal date, which wouldallow him ample time to make other insurance arrangements or potentially activate the required alarmsystems to satisfy our requirements.We have sent an email to our insured to confirm our discussion and subsequent agreement.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].

Review: On Dec 10, 2014, our basement was flooded after an extremely heavy rain. We called Ameriprise Auto&Home insurance, and filed a claim right after the incident. However, after 16 days, on Dec 26, 2014, Ameriprise told us that "the damage to your basement caused by ground water seepage is not covered." The Ameriprise auto& home insurance told us that the property loss caused by water damage is not covered. I am wondering that what kind of loss the Ameriprise would covered. When we called them, the operator does not warn us that the water damage is not covered. The operator even helped us to arrange a disaster restoration company.

We really don't understand why water damage is not covered ? even I purchased the basement water damage plan ?Desired Settlement: We expected to receive a check to compensate our loss in the flooding incident.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on January 21 , 2015. Weunderstand that she disagrees with our decision regarding the claim. We appreciate the opportunity toaddress her concerns.We received the notice of loss from Mr. [redacted] on December 10, 2014, with a reported date ofloss December 9,2014. Mr. [redacted] advised that a rainstorm went through the area and water entered thebasement causing some damage to flooring and drywall. We sent and adjuster with [redacted]) to inspect the damage and determine the cause of loss. [redacted] found that around someplumbing in the basement there is an exposed area, consisting only of dirt, which allowed the water toenter.We received the inspection report back on December 22,2014, and we issued a denial letter to Ms. ** andMr. [redacted] citing the policy language that excludes damage caused by water below the surface of theground that enters through a foundation.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]

Consumer

Response:

Review: Home Insurance Claim filed 2/20/15 - 6 weeks later still no contact for settlement. 1/3 of our home unusable due to the water damage. Timeline on process as follows:2/20 claim started (Claim [redacted])2/23 Claim adjuster, did inspection (independent)3/2 phoned Ameriprise was advised contact for our inside handler and they were awaiting final inspection report from adjuster3/13 phoned inside handler still waiting info off inspection report identification of the wood.3/20 phoned inside handler they cannot find source on the wood flooring, advised we have samples. Ameriprise sending adjuster out to pick up sample. Adjuster stopped by that afternoon took him through the basement again with questions on the damage / claim. Adjuster did not include some of the damages in initial report (cabinets in shop / back storage room) flooring/cabinet damage in media room. Photos taken and texted to adjuster at that time and he advised he would be amending report.3/27 - phoned [redacted] for status update. Notified that all information was now in and file turned over to settlement. Inside handler advised we should have an answer early next week.4/2 phoned inside handler for status update file still in settlement review. Asked to speak with someone in settlement about this told there is no contact so then asked to speak to a manager or supervisor on this as we are now 6 weeks with 1/3 of our house torn up. Inside handler advised he would have someone phone me. Asked if we need to seek an attorney to get this moving.All contact after initial email on 2/20 confirming our claim number has been from us. Ameriprise has never initiated any contact or offered any information / status on this claim.Desired Settlement: Prompt attention and resolution to our claim so we can get our home put back together. We need this matter within Ameriprise turned over to someone who actually wants to work for the clients who pay their insurance and in essence should be classified as their employers - without their customers they would not be in business. This company has from what I have experienced extremely poor customer service.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on April 2, 2015.We understand that she feels there was a delay processing the claim. We appreciate the opportunity toaddress her concerns.We received the notice of loss on February 20, 2015. We assigned ICA Claims to contact Ms. [redacted] todiscuss the full extent of damage and to coordinate an inspection. ICA inspected the home on February23,2015. The adjuster observed damage from a frozen pipe that burst causing water damage and createdan estimate for the needed repairs. Due to some difficulties identifying the product used on Ms.[redacted]'s floors, a sample was sent to Itel to confinn both the identification and pricing of the existingflooring.ICA completed their estimate and forwarded it to us for review on March 28, 2015. We have completedour review of it and have approved the repairs in the amount of $13, 193.97, less the policy deductible of$1,000. Payment is being issued today, and ICA will follow up with Ms. [redacted] to discuss the repairsand payment.

Business

Response:

Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received on April6,2015, We appreciate the opportunity to address ber additional concerns.We have reviewed the estimate prepared by ICA Claims again. The estimate was prepared based on thevisual inspection of the observed damages. The floor pricing and type were verified through a third-partycompany, [redacted].If you would like to submit an estimate from a contractor of your choice, we will review it an attempt toreach an agreed upon price for the needed repairs.We apologize that the initial check was issued with [redacted] listed; that payment was voided andreissued on April 9, 2015, without any lienholder listed.

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. We still have a few outstanding issues which I am told are in process and hope for timely resolution - first being the payment for water extraction done by [redacted] and the second being aonal damages not covered by initial settlement check. A second adjuster inspected the damage yesterday and will be submitting his findings and hopefully the necessary adjustment will be made accordingly.

Called Progressive to set up new Home Insurance and Progressive uses Ameriprise to underwrite their insurance. After speaking to a representative and explaining how we are building an addition to our new home and doing upgrades and that we would not be living in the property for at least 6 months, he ensured me that this would not be an issue. We bound the coverage, getting a great rate, and very commendable service. About a month later I received a letter informing us that we were being dropped from their coverage due to the home being unoccupied, along with other variables that did not even pertain to our home. I called the phone number provided and all the customer service rep could say was the exact thing written in the letter. She even read exactly what was in the letter like I had never even heard it before. After being customers of progressive for over 5 years, they sure know how to treat loyal customers. I highly recommend another insurance company. I wouldn't even bother getting a quote from them. I have started shopping for a new company for home and auto.

Review: On January 29, 2015; I contacted Ameriprise to pay my auto insurance premium via telephone. I was then informed that my coverage was cancelled as of January 15, 2015. I am aware that my original due date was January 15th, and called immediately when realizing that it had not been paid as of the January 29th. I asked them about the grace period that usually comes with auto insurance policies, and I was then informed that Ameriprise did not extend a grace period for My Policy. I have yet to understand such a rule. I then asked them as to why I was not contacted in regards to my policy, cancellation, changes, etc. The response of the representative was "Please hold while I check the date that a letter was sent to you". He returned and stated that he did not see any notice that was sent out to me. I then asked if my policy would be able to be reinstated, with the response of (after putting me on hold) "Unfortunately, we can not reinstate your policy". I then asked if there was anyone else that I could speak with in regards to this issue and I was transferred over to a female representative that seemed a little annoyed that I didn't understand why my policy was cancelled without any warning to me. She also quoted some rather outrageously high amounts from Progressive, which I did not consider. On February 2, 2015; I received a letter of cancellation from Ameriprise dated January 29,2015; the date that I had actually spoken with Ameriprise. Ameriprise mailed the letter out to me AFTER I called to make the payment, and after they informed me of the illegal cancellation. This breech of contract by Ameriprise caused me to have a lapse in insurance, which caused me to obtain a less acceptable record with other insurance companies as well as a fee from the DMV (which I was told to expectDesired Settlement: I would like to be reimbursed for the increase in my insurance premium, due to the lapse caused by the breech of contract by Ameriprise. I would also like to be reimbursed for the fee to be imposed by the DMV.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on February 9,2015. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.• On December 16,2014, we mailed the January 15,2015, renewal offer to Ms. [redacted]. Included inthe renewal package was a premium notice in the amount of $328.34 with a due date of January 15,2015. The premium notice states, "Failure to pay the premium by the due date wi ll result in thecancellation of your policy."• We did not receive payment by January 15,2015; therefore, the policy lapsed because the renewalpremium was not paid on time.• On January 29, 2015, Ms. [redacted] contacted our Client Service department and requestedreinstatement of her policy. We declined the request because there was a lapse in coverage and abreak in the contract when the policy cancelled for nonpayment of premium. We mail ed notice ofcancellation to Ms. [redacted] on January 29,2015.We understand that this is not the outcome Ms. [redacted] would like; however, after reviewing the mattera second time, we respectfully maintain our decision not to reinstate her policy.If you have any questions about this information, you may contact me at [redacted].Sincerely,[redacted]lOS Properly Casualty Insurance CompanyAmeriprise Auto & Home Insurance

Consumer

Response:

We recently had a flooding accident, lost lot of our personal belongings. Ameriprise processed the claim to our satisfaction and on time. The entire process was handled professionally, and the communication was consistent and accurate. My advise to other customers, the best thing to do is to take plenty of pictures, save all your receipts and provide the requested documents on time, and you'll see the results you want.

Review: November 6, 2014

RE: Complaint Against Ameriprise - Auto Insurance

To Whom It May Concern:

On the evening of November 4, 2014, I checked my banking account and noticed that the premium for my auto insurance had not been deducted. I immediately called Ameriprise to see what was going on. I was not too alarmed at this point, because there had been a couple times when they deducted my payment slightly past the 1st of the month.

I talked to [redacted]) and was shocked to find out that my policy had been cancelled! According to [redacted], there had been an exclusion form (excluding my daughter) sent to me which needed to be filled out and returned prior to October 31st. I had not seen this form.

I took issue with the fact that this form was being sent to me at all, much less at this late juncture. I had called in June 1st of 2014 to have my daughter dropped from my policy effective October 7, 2014 (spoke to [redacted]). Prior to dropping my daughter, my premium was $571. From July 2014, my premium dropped to $381, reflecting the fact that she was no longer covered.

In July 2014, I received an email stating that there was a claim submitted for an accident. I immediately called to find out why and was told by the gentleman that they could not pay the claim because my daughter was not covered. I agreed that he was absolutely correct and asked why I would have received this email in the first place.

The gentleman called back within that same week stating that I needed to prove that my daughter had obtained other coverage. I pointedly asked him why would I have to provide that proof when I dropped her a month ago. For several days this issue was being debated back and forth. I eventually did submit proof that she had coverage with [redacted] because he was badgering me and the gentleman finally stopped calling me.

Fast forward back to November 4th, after getting no satisfaction with [redacted] I demanded to speak to a supervisor and was connected to supervisor [redacted] (x[redacted]). I explained to [redacted] how disgruntled I was at their botched handling of this and the poor customer service it reflected. I told her that I expected my policy to be reinstated with no lapse in coverage (November 1st effective date). She told me the same thing [redacted] did; that they could not do that under Maryland law. She informed me that I would be getting a new policy number and that I would not be grandfathered, but that there would be no lapse in coverage. She said she would email me the forms I needed to agree to and that once I returned it to them she would see that the policy was reinstated. When I questioned her about the turnaround time, [redacted] said it would take about 15 minutes.

I monitored my email, waiting for the arrival of the documents. They did arrive in my email around 15 minutes later. I immediately printed the document out, signed it and attempted to return the email. I then got right back on the phone and tried to call [redacted] back. I got [redacted] (x[redacted]), who tried several times to reach [redacted]. She said it appeared that [redacted] was offline and may have left for the day! I told her that was impossible; that I had just spoken to her not more than 15-20 minutes ago and she was expected my call back. She was able to determine that [redacted] had in fact clocked off and was gone after about 10 minutes. [redacted] did confirm that she saw where I had taken [redacted] off the policy in June and was unsure as to why this situation was an issue.

[redacted] ended up connecting me to another supervisor, [redacted] (x[redacted]). I recounted the events leading up to this and she apologized profusely, stating that she would get me taken care of. She put me on hold to review the notes. When she came back to the phone, it felt as if I were speaking to a different person. [redacted] was cold and aloof and informed me that after reading [redacted]’s notes it was determined that they could not cover me at all! I asked her how that could possibly be when [redacted] had clearly stated she would reinstate my coverage. [redacted] says that [redacted]’s notes did not state that, but that they would “review” my case.

I am livid that my family has been exposed to such liability for several days while Ameriprise put no effort into making sure that I either continued my coverage or obtained coverage elsewhere before it lapsed November 1st! Meanwhile, Ameriprise continued to send me routine policyholder communications on Monday, November 3rd, Tuesday, November 4th and today at 3:13 p.m.!

I did speak to my husband when he arrived home the night of November 4th and he reminded me that he did tell me that a certified letter had come. I was out of town at the time in [redacted] and told him that I would review it when I got home. On my car ride home from [redacted], I got news that my brother had received a diagnosis of [redacted]. And while my family’s tragedy does not alleviate me from performing normal business activity, I’m sure you can understand how this matter could have been overlooked; especially since I had no reason to even consider there was an issue with my renewal. The fact that there was not one follow-up email or phone call that the date was approaching for my coverage to lapse is clearly shoddy customer service at best, and borderline illegal at worst.

I have gone back to my long time insurer, with whom I never had any issues and will be staying there. I thought because Ameriprise was associated with [redacted] (which I absolutely LOVE) and they offered some savings, that I had made a sound decision. It just goes to prove again that the bottom line is not always the bottom line. And to add further insult to injury, I will surely incur a fine for my policy lapsing! I will be reporting this to the Maryland State Insurance Commission as well as the Revdex.com because I do not want another family to spend two hours of their time being treated so shoddily and left at risk unknowingly.

cc: [redacted]Desired Settlement: I expect to be refunded any penalty received for the lapse in my auto insurance.

Business

Response:

Thank you for sending the complaint filed by Ms. [redacted], which we received on November 7,20 14. We understand that she would like a more detailed explanation of why the policy was canceled. Weappreciate the opportunity to address her concerns.On August 29,2014, we mailed Ms. [redacted] notice of pending cancellation to the address on file, explainingthat due to Ms. [redacted]'s driving history she is ineligible for coverage with our company. Weinformed Ms. [redacted] that if we obtained a driver exclusion form for Ms. [redacted] prior to the November I,2014 non-renewal date, coverage could continue.We did not receive the driver exclusion for Ms. [redacted] by November 1,2014; therefore, the policycancelled.On November 4,2014, Ms. [redacted] contacted us to see if we could reinstate her policy. She spoke with oneof our supervisors and was mistakenly told if we received the signed driver exclusion form we would beable to issue her a new policy effective for the date this policy cancelled. We emailed a new driverexclusion form to Ms. [redacted] at [redacted].Ms. [redacted] received the form on November 4, 2014; she immediately completed the form and returned it tous, She also called and verified the form was received. We confirmed it was - but we also said that wehad reviewed her policy for reinstatement, and it was denied because the form had not been received priorto the cancellation date. Ms. [redacted] stated that she did not receive the form that we sent on August 29, 2014and asked to whom it was mailed. We informed her that the notice of pending cancellation and the driverexclusion form were sent certified mail, and we provided her proof of the mailing.On November 6, 2014, Ms. [redacted] emailed us expressing her concerns about the cancellation of her policy,We reviewed the initial phone conversation Ms. [redacted] had on November 4,2014, and it confirmed that weinformed her if we received the driver exclusion form we would reinstate the policy.We called and left messages for Ms. [redacted] on November 6 and November 11,2014, informing her that thedriver exclusion form we received on November 4,2014 was invalid, but if we received a correctlycompleted form we would be able to issue her a new policy without a lapse in coverage.We understand that Ms. [redacted] has obtained insurance with a new company, but if she provides theeffective date of her new policy and verifies there have been no losses from the date her policy with uscancelled through the date she obtained her new insurance, we will provide coverage for that timeframe.In addition, once that information is verified, we will be able to assist Ms. [redacted] with her fines from theMaryland Department of Motor Vehicles. We will need her to provide the case numbers and the vehiclesto which the fines are being applied; that will allow us to confirm with the state that we will be providingcoverage during the lapsed time - and the fines would then be waived.We apologize for the frustration we have caused Ms. [redacted]. It is always our goal to provide outstandingservice to our clients, and we will provide additional training to the individual involved to improve futureinteractions.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,[redacted]