Anchor General Insurance Company

Review: I have only been with Anchor General from the start of this year. On June 18,2015 they mailed me a notice of cancellation form due to the fact they hadn't received an exclusion form from me even though I had did all of this when I had signed up for the policy. Seeing as my payment is due June 19th I went online to pay it only to find out my account had been blocked because of this form. Now mind you since this was mailed on the 18th of June it took a few days for me to receive this. Once I recieved this form it stated I only had until July 9th to take care of this matter.

I quickly mailed it out due to the fact of the holiday to make sure they would receive it in time. I called to check on july 6 and they still stated they had not received anything. This made me take a trip to my insurance broker to have them fax it right away. They then said they received it and then proceed to tell me that they are going to split up my payment that was due in June into my last seven payments. Excuse Me?!!!! My payment would've been made on time if you would have mailed this form out before June 18th and not have blocked my account. If I wanted to make a payment of over $200 a month I would've went with a different insurance company. Why couldn't a representative from this company pick up the phone (because they have all my information on file) and ask about the people that needed to be excluded from my policy? Why wait until the day my payment is due to decide to mail a form that I most likely wouldn't receive until the 22nd? Why not email me of the block on my account before doing so?????Desired Settlement: I feel my June 19th payment should be waived due to the fact that if this form was sent out a day before my payment was due and my account was locked until this form was sent back and received by Anchor General. If it wasn't locked my 198.50 payment would've been made on time and there would be no need to stretch out the June payment into my last 7 payments.

Business

Response:

July 23, 2015[redacted]

[redacted]RE:Dear Ms. [redacted]:P. 0. Box 509020San Diego, CA 92150License #OB67344800-542-6246ANCHOR GENERAL INSURANCE COMPANYInsured: [redacted]Revdex.com File #: [redacted]Policy#: [redacted]On March 10, 2015 we sent you a request to add or exclude previously undisclosedoperators ([redacted]), due to additional data receivedregarding your policy. Because there was no response, on May 28, 2015 your policywas referred for cancellation. We sent. you a final notice on June 16, 2015 citing acancellation date of July 8, 2015 in case the documentation was not received.On July, 7, 2015, we received the requested exclusion for the undisclosed operatorspolicyreinstated without a lapse. Your policy is currently active.Please contact us if you have any further questions.sincerely,[redacted]Mgr. [redacted] & Regulatory Compliancecc: Revdex.com, Via Fax (858) 496-2141[redacted] -Anchor General Insurance Agency, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My issue is not with my policy but the fact that I have to pay extra because of my account being blocked from me being able to make my June payment. The letter that was said to be sent the 16th of June was sent with the date of June 18th the day before my payment was due. Therefore I shouldn't have to pay for the month of June .

Regards,

Review: I got into to an accident on Nov 8 13 and filed a claim that same day it is now Dec 31 13 and I am still waiting for (insurance company) to get back at the auto body shop so they can start the work on my car . I have called several of time to try to get a hold of (insurance company) and left plenty of messages and still no response. About four weeks ago my claim examiner([redacted]) told me she was dropping my case due to the estimates being lower than my deductible I had told her it was going to be more then that and she still proceeded to drop it . later after taking my car to the auto body shop I had try to call insurance again and now that where my problem accrues again .Desired Settlement: to repair my car. I no longer would like to be a customer of theirs due to the services

Business

Response:

January 17, 2014

Ms. [redacted]

[redacted].

Ref: Claim #: [redacted]

Policy #: [redacted]

D.O.L: 11/08/2013

Insured: [redacted]

Complainant: [redacted]

Revdex.com #: [redacted]

Dear Ms. [redacted]:

This will acknowledge receipt of an inquiry dated January 9, 2014 received from the Revdex.com on your behalf.

We have carefully reviewed you request and the claim filed with us involving the November 8, 2013 loss. We received the initial repair estimate on your vehicle December 3, 2013, showing the total damage was $481.67, which is less than your $1,000 deductible and your file was closed. At that time you were advised if you took your vehicle in for repairs and additional damage was found we would have your vehicle reinspected. On December 27, 2013, you notified your car was at Golden State Auto Body, we sent the appraiser to reinspect your vehicle. On December 31, 2013, we received an estimate showing additional hidden damage that was not seen initially bring the repair amount to $2,270.04, at that time payment was issued to Golden State Auto Body in the amount of $1,270.04 ($2,270.04 - $1,000 deductible).

If you wish to take your vehicle in for repairs at this time, please contact your claims adjuster Mr. [redacted] at [redacted] to discuss the repair process.

If you should need additional assistance or have any questions, please do not hesitate to contact undersigned at [redacted].

Sincerely,

Manager Material Damage Claims

cc: [redacted], The Revdex.com

[redacted], [redacted]

Review: I was in a wreck that was resulted from being ran off the road on a rainy day by a dump truck. When being ran off the road I ended up in a huge puddle of mud that ended up under the hood of my car. This resulted in damage to the engine of my vehicle. In processing the claim it took a day for the insurance company to call me back, because I called after hours on [redacted]. I had to call them again to make the insurance claim the next day of [redacted]. They told me I had tow service and I could get my vehicle towed to a place I desired. When I got a hold of the service they could not find me in the system. I then called the agency again to see what was wrong and was told that they do not offer tow service in [redacted] state because there are not any contracts based here for them (this was the same for rental car service as well). I was finally able to get my car towed somewhere on [redacted]. I was given a call by an adjusted by the name of [redacted]. From the get go he has been nothing but extremely undesirable to speak with (that is when I can get a hold of him or he actually calls me back). He told me that an appraiser will get a hold of me with in the next day. She was a private appraiser and finally made it out there on Tuesday [redacted] to look at the car. When speaking with her she gave me the information and that it would be forwarded to the adjuster. As I was told I would receive a call with in the next could days. I tried reaching [redacted] for days and even called his supervisor with no call back from any of them. Finally Friday [redacted] I reached him by chance and once again he was very rude. Told me he would send out another appraiser, but never did. He called on Wednesday [redacted] to tell me my claim will be denied without any real explanation. I have been trying to call since that same day requesting an arbitration on the claim. He still has not called me back and it is [redacted]. My loan adjuster has been trying to reach him as well because the insurance agency has not been keeping contact with them either.Desired Settlement: I would like my claim paid. I have been without a vehicle for over three weeks. I have a family to take care of. Total out my vehicle so I can get on with my life. AND PLEASE PRACTICE BETTER CUSTOMER SERVICE! IT IS HORRIBLE.

Business

Response:

[redacted] [redacted]

Dear Ms. [redacted]:

This will acknowledge receipt of an inquiry dated November 1, 2013 received from the Revdex.com on your behalf.

We reviewed your request and the claim filed regarding the October 8, 2013 loss, reported to us by you on October 9, 2013. On October 11. 2013, your adjuster Mr. [redacted]. spoke to you and confirmed that you had swerved to avoid a head on collision and ended up in a ditch full of water, you then drove your vehicle about 15 miles home. At this time. you advised your vehicle would be moved to Wendle Ford, Mr. [redacted] advised you we would have your vehicle inspected and follow up with you once we received the estimate.

On October 17, 2013, we (received your repair estimate and found per dealership the damage to the engine on your vehicle was caused by catastrophic engine failure likely as the result of no air filter inside air cleaner assembly and is unrelated to this loss. A denial letter was sent to you advising that we would not be able to repair the damage to the engine since it was not caused by a collision or comprehensive loss.

If you should need additional assistance or have any questions, please do not hesitate to contact the undersigned at [redacted].

Sincerely,

[redacted] Claims

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The insurance company was told and so was the dealership that the air filter was removed due to the fact it was drenched in water. When I spoke with the [redacted] dealership, [redacted] explained that removing the air filter is not necessarily damaging because they are fabric and they do not hold water. There would have been more damage had we not removed it after impact. I am not satisfied because they never asked for photos, they never asked for proof of an air filter (both of which I still have) , and the entire time they have been nothing but rude. I have called several times for an arbitration with no response. Now the lean holder is going after them. If this does get resolved, my lawyer will become fully involved. ]

Regards,

Business

Response:

Dear Ms. [redacted]

This will acknowledge receipt of an inquiry dated [redacted], [redacted] received from the [redacted]

[redacted] on your behalf.

We reviewed your request and the claim filed regarding the [redacted] loss, reported to us by you

on [redacted]. On [redacted], your adjuster Mr. [redacted], spoke to you and confirmed that

you had swerved to avoid a head on collision and ended up in a ditch full of water, you then drove your

vehicle about 15 miles home. At this time, you advised your vehicle would be moved to Wendle Ford,

Mr. [redacted] advised you we would have your vehicle inspected and follow up with you once we

received the estimate.

On [redacted], we received your repair estimate and found per dealership the damage to the engine

on your vehicle was caused by catastrophic engine failure likely as the result of no air filter inside air

cleaner assembly and is unrelated to this loss. A denial letter was sent to you advising that we would not

be able to repair the damage to the engine since it was not caused by a collision or comprehensive loss.

If you should need additional assistance or have any questions, please do not hesitate to contact the

undersigned at [redacted].

Sincerely,

[redacted] Claims

Review: I was involved in a single car accident on 12/12/2015, for which my vehicle sustained front end damage. I contacted my insurance company to start the process of getting my car repaired. Since 12/14/2015, I have been consistently proactive in providing all necessary information to expedite this process. In speaking with an initial representative of this company, I was given information for future contact regarding this claim. Since 12/14/2015, I have attempted to contact the adjustor assigned to my claim over 20 times. I have also left numerous messages with her superior as well as her supervisor via email and voice message. I have received no contact, with the exception of 12/29/2015, in which she stated she would call me the following day with more information. Follow up contact never occured. I spoke to her again 01/04/2016, for which she stated thI was involved in a single car accident on 12/12/2015, for which my vehicle sustained front end damage. I contacted my insurance company to start the process of getting my car repaired. Since 12/14/2015, I have been consistently proactive in providing all necessary information to expedite this process. In speaking with an initial representative of this companu, I was given information for future contact regarding this claim. Since 12/14/2015, I have attempted to contact the adjustor assigned to my claim over 20 times. I have also left numerous messages with her superior as well as her supervisor,via email and voice message. I have received no contact, with the exception of 12/29/2015, in which she stated she would call me the following day with more information. Follow up contact never occured. I spoke to her again 01/04/2016, for which she stated th same thing. I have made contact with the Autobody shop who in turn has told me they have attempted to contact them to start repairs vIA email. I cannot get any concrete answers as to when my vehicles repairs will begin. It has been almost a month.Desired Settlement: I would like to have my vehicle repaired as soon as possible, and to have my policy canceled immediately afterward so I can seek adequate coverage.

Business

Response:

To Whom It May Concern: The final repair/supplement check was issued to our insured, Ms. [redacted], and her repair shop of choice on Febraury 2, 2016. It is our understanding that her vehicle was delivered to her on Friday, February 5, 2016.At this time, this claim is considered resolved and closed. Thank you,[redacted]

Business

Response:

Dear Ms. [redacted]:This will acknowledge receipt of an inquiry dated January 5, 2015 received from the Revdex.com on your behalf.We reviewed your request and the claim filed regarding your December 12, 2015 loss reported to us on December 16, 2015. Since the date of loss was within the first 3 days of the policy inception your claim was assigned to Ms. [redacted] in our coverage investigation unit. On January 4, 2015, Ms. [redacted] spoke with you and advised you that coverage had been cleared and your claim would be reassigned to an adjuster to handle the damages to your vehicle.On January 5, 2106, Mr. [redacted] was assigned to your file and called and obtained your statement and went over the claims process.On January 7, we advised Endless Auto Body that coverage had been confirmed payment was issued to them for the amount of $7,524.85 ($8,024.85 - $500 deductible).We confirmed with the shop that the repairs were completed and you were satisfied with the repairs.If you should need additional assistance or have any questions, please do not hesitate to contact the undersigned at [redacted] Manager Material Damage Claims

Review: I filed a claim with Anchor General Insurance Company who took all of this time (from 08/12/13 - 9/17/13) to try to figure out a way to “not pay for the total claim”. With the lack of communication, lack of urgency and disregard shown by the Claims Department of Anchor General Insurance Company, this entire process has become extremely frustrating.Desired Settlement: I would like to get reimbursed for all of my car rental fees totaling $1,647.27 from Anchor General Insurance Company due to their lack of urgency, their poor follow-up and disregard shown by the Claims Department. My car has set for over a month at their body shop, Auto Body Bliss, without any follow-up on the insurance company’s part nor were repairs being made.

Business

Response:

September 24th, 2013

[redacted] Ave [redacted]

[redacted], CA [redacted]

CC: Revdex.com

C/O [redacted]

Our insured: [redacted]

Our File #: [redacted]

Revdex.com ID number: 9729363

Date of loss: 08/04/13

Ms [redacted],

Please allow this to serve as a response to a complaint filed on your part with the Revdex.com. The complaint alleges that Anchor General Insurance unduly delayed the investigation of this claim and attempted to “figure out a way to not pay for the total claim”. I will address each of these concerns individually. Initially, I would like to take this opportunity to advise you of the claims handling guidelines as set for forth by the California Department of Insurance as they relate to timely handling of claims. Section 2695.7 (b) states:

Upon receiving proof of claim, every insurer, except as specified in subsection 2695.7(b)(4) below, shall immediately, but in no event more than forty (40) calendar days later, accept or deny the claim, in whole or in part. The amounts accepted or denied shall be clearly documented in the claim file unless the claim has been denied in its entirety.

It goes on to state in (c) (1):

If more time is required than is allotted in subsection 2695.7(b) to determine whether or not a claim should be accepted and/or denied in whole or in part, every insurer shall provide the claimant, within the time frame specified in subsection 2695.7(b), with written notice of the need for additional time. This written notice shall specify any additional information the insurer requires in order to make a determination and state any continuing reasons for the insurer's inability to make a determination. Thereafter, the written notice shall be provided every thirty (30) calendar days until a determination is made or notice of legal action is served. If the determination cannot be made until some future event occurs, then the insurer shall comply with this continuing notice requirement by advising the claimant of the situation and providing an estimate as to when the determination can be made.

These timeframes relate to your claim in the following way. You initially reported this claim to us on 8/8/2013 for a loss that occurred on 8/4/2013. The facts that surround this loss are that your vehicle caught fire while you were driving the vehicle. In order to determine if this is a covered loss it was necessary to determine the source of the fire. In order to determine the cause of the fire, a 3rd party independent forensic inspection was requested. As outlined in the Department of Insurance regulations above an insurer is allowed an initial 40 day investigative period and in the event that the investigation cannot be completed in this specified time frame, a letter explaining what is required to complete the investigation should be sent to the claimant. This letter extends the investigative period 30 days. Since additional time was required to obtain and review this forensic report, a Department of Insurance required letter was mailed to your home on 9/12/13 (36 days after your initial report) which effectively extends the investigative period another 30 days or until 10/12/13. Payment for your damages was issued on 9/12/13. A review of this file shows that it is evident that the handling of this file falls within the guidelines set forth by the State of California. While we appreciate that this situation may have caused you distress, Anchor General Insurance Company has acted explicitly within the time frames mandated by the government and there were no undue delays in this investigation.

As for your assertion that Anchor General Insurance Company attempted to “figure out a way to not pay for the total claim”, a review of this file shows that this is not the case. As an insurer we have the obligation to pay for claims that are covered under the terms of this policy. Upon receipt of the forensic report it was apparent that the cause of this fire was an electrical short between the wiring harness of the vehicle and the A/C clutch. Your policy clearly states that:

Part V Physical Damage Coverage – Exclusion 8:

We do not insure any loss due and confined to wear and tear, deterioration, depreciation, freezing, mechanical, or electrical breakdown or failure or road damage to tires.

As you can see the cause of this loss was electrical breakdown as outlined in the forensic report. As such the cause of the fire is not covered. However the resultant damage caused by the fire has been covered. The estimate for damages, and the subsequent payment issued to you on 9/20/2013 includes all damages outside of the components listed above which are specifically excluded under the terms of your policy.

The desired settlement as indicated in your complaint is that Anchor General Insurance Company pay for the rental charges you have incurred during this period. Unfortunately we are unable to honor this request because at the time that you purchased this policy you opted not to include rental coverage on your policy that would protect you in circumstances such as this. While we appreciate that this has been a difficult situation for you, we hope that after reviewing the information provided here that it is apparent that Anchor General handled this claim within both the timeframes allowed and terms of your policy. Should you have any additional questions or concerns please contact me directly to discuss at the number provided below and I will gladly discuss this with you in greater detail.

Sincerely,

Anchor General Insurance Company

Phone (800) 542- 6246 ext. [redacted]

Consumer

Response:

I have reviewed the response made by the business in

reference to complaint ID [redacted], and have determined that this proposed

action would not resolve my complaint. For your reference, details of the offer

I reviewed appear below.

[redacted], you as a manager in the Claims Department is awful, along with your

staff. You were to keep in contact with me and didn't. I am extremely dissatisfied

and disappointed with your service in the Claims Department after being

a customer for a number of years.

Review: I had called anchor general to cancel my policy unfortunately I dont remember who I spoke with they said ok.Desired Settlement: I would like to have m,y policy cancelled as of the 26th of february since that is the day I requested to cancel. I just wanted to check to make sure it was cancelled and was not when I called again this time they said I needed to fax a letter stating I want to cancel the policy so I did that and still never did cancel the policy

Business

Response:

Dear Mr. [redacted];This letter is in regards to your complaint addressed to the Revdex.com. On March 4, 2016, we received your request to cancel your policy, however, in order to process this request we responded that we needed a “signed" request to cancel as your email did not show a signature,Based on your letter to the Revdex.com we will cancel your policy effective February 28, 2016, I have included a copy of the cancellation declaration page noting the effective date of you cancellation, Your refund will be sent within 30 days.We will retain a copy of your complaint to the Revdex.com as evidence of your request to cancel this policy,If you should have any additional questions, feel free to contact me,

Review: I bought my first new car 03/06/13. While at the dealership I talked to a freeway insurance representative that set me up with a full coverage policy with Anchor General. I paid a $434.17 deposit along with a $20.00 processing fee. I also set up automatic monthly installments by giving them my bank information.Two weeks later I received a letter from Anchor General saying that I owed them a returned check fee, plus my monthly installment. I called to see what was going on and they said the account information given to them did not exist and that I had to call Freeway Insurance in order to get the fee removed or reimbursed (which I did and they agreed). I asked them if I could just pay the monthly installment over the phone or online and they said I couldn't this month and would have to send a check, and to also send a voided check so I can sign up again for automatic withdrawal. So I did what they asked and Anchor General returned my check I mailed, but kept the voided check, and cancelled my policy. It stated in the letter that I have to send a Cashier's Check/Money Order, which was not expressed to me over the phone by either party.SECOND ISSUE03/22/13 my car was damaged when I parked Valet at a restaurant. Big dent in my trunk on driver side. In efforts to get the valet company to pay for it, of coarse I got the run-around, so I decided to also file a claim with my insurance company Anchor General. I called and filed a claim, they lady I spoke to told me that if I can't get the valet company to pay for it, it will be covered by my policy but I would still have to pay the $500 deductible. She schedule an appointment for an adjustor to come and inspect the vehicle. He came a few days later, inspected my vehicle. A random shop called and asked that I bring in my vehicle a few days, but I told them I wanted to speak to my agent first. An agent called 1 mo. after the incident & told all of their policies exclude coverage for damage caused while under the care of valet or tow service. WTF!Desired Settlement: I would like Achor General to repair the damages on my car at the repair shop of my choice, provide a car rental while my vehicle is being repaired. I would also like a refund of 434.17 plus the 20 processing fee, a total of 454.17

Business

Response:

Dear Ms. [redacted]:

Absolutely horrid service! I called to discuss my policy, I purchased another vehicle, and my insurance was never transfered to the vehicle I purchased, so I was still paying for a vehicle I no longer have. This inability to transfer the insurance to the new vehicle I purchased is costing me an additional four thousand dollars from my creditor. Not only were they extremely rude, right at six o clock, when they close, while I was still giving them information, they hung up!!

Review: The company reported they will not honor the car insurance policy and pay for the collision/comprehensive damages for the insured vehicle even though the car is covered under the insurance.Desired Settlement: I would like the insurance company to honor the insurance policy and pay for the repair of or loss of the vehicle if deemed necessary, as well as any liability costs.

Business

Response:

Dear Ms. [redacted]:

Review: On February 9, 2015 I called to report an accident and that my car was at [redacted] auto body shop and that an adjuster needed to be sent out. I spoke with [redacted] (Anchor General claims adjuster) @ ext: [redacted]. After speaking to her I waited a week and the adjuster still had not made it out to look at the damage. Week two, spoke to [redacted] and she advised that she would not be able to do anything without the adjusters report and that he was an independent contractor and I would have to wait. Week three, spoke to the auto body shop and they advised that the estimated was under the amount that they need in order to complete the job. Called and spoke to [redacted] and she stated that the adjusted would have to come back submit the supplement adjustment amount. Week four, spoke to auto body shop and they are waiting on the insurance company to send the supplement information in order the rest of the parts needed. Week five spoke to auto body shop and the insurance company finally sent over the new adjustment information and they should be finished with the work as soon as they received the parts. Week six, the body shop received the parts and completed the work on 03/16/2015 and that I could pick up the car on Wednesday 3/18/2015, if the insurance company sent a letter, fax or email with the check number and the date that the check was sent for the additional work to the car. Tuesday 03/17/2015 received a call from the body shop stating he was not able to get in contact with [redacted] and he left a message for her to send him this information so that I can pick up my car. Called Anchor and left a message for [redacted] requesting for her to send the body shop the paperwork needed to pick up my car. Spoke to the body shop on 03/18/15 and he stated that [redacted] called and stated that she was not able to send him that information. I called back and left two message and she finally called me back and stated that she did not say that she would not send the information, and I stated that I don’t care just send him the information. She faxed a blank sheet and the auto body shop called back and told me this information. Called and requested to speak to [redacted]’s supervisor and was given the name of [redacted] (Anchor General , Ext [redacted]), left her a message, called back and she finally answered the phone and she stated that she would look at the policy and fax the information, but she did not she just transferred me back to [redacted]. I called [redacted] back and asked if she was [redacted]’s supervisor and she stated that she was not and that [redacted] was her supervisor at ext: [redacted]. I received a voicemail message from [redacted] stating that she re-faxed the information in between my attempts to get in contact with [redacted].

Important customer service incidents

1. [redacted] stated many times that she was not able to assist me because she has other customers

2. Two times that I called before I got [redacted]’s supervisor’s name and extension. I was given the wrong information.

3. The lack of customer service overall while processing this claim.

Facts:

1. Even with all of this back and forth between the insurance company and the body shop. I still have to pay my $500.00 deductible in order to get my vehicle back.

2. If I told one of my customers that I was not able to help them because I have other customers to attend to.

3. I have paid over $1,800 for a rental car, because of the insurance company’s lack of urgency in this matter.Desired Settlement: I would like to file an inter-office complaint at Anchor General about [redacted]’s customer service skills and this information to be noted in her employment file, if I could ever get a supervisor or manager on the phone.

Business

Response:

[redacted]Ref: Claim #: [redacted]Policy #: [redacted]D.O.L: [redacted]Insured: [redacted]Complainant: [redacted]' Revdex.com #: [redacted]Dear [redacted]:This will acknowledge receipt of an inquiry dated March 18,2015 received from the BetterBusiness Bureau on your behal£We reviewed your request and the claim filed with us on February 1, 2015 for the February 5,2015 loss. On February 23,2015 after clearing coverage for this loss, we forwarded your repairestimate to [redacted], your shop of choice. On FebNal'Y 28, 2015, after receiving thecompleted W9 from [redacted], payment was sent to them. We sent the shop the supplementreport on March 13, 2015 and payment was issued to them. On March 18, 201S per the shop'srequest, we sent them confinnation that the supplement payment was issued and mailed to them.Although you do not have rental coverage on your policy, because there was a delay from ourappraiser in receiving the supplement for the repairs, we reimbursed you for 16 days of rental inthe amount of$440.96 ($27.S6 per day for 16 days).Pleue notify us if you have any additional questions or concerns that you would like for us toaddress.If you should need additional assistance please do not hesitate to contact the undersigned at [redacted]Sincerely,Manager Material Damage Claimscc.: [redacted]

Review: I was in an accident on february 7th and the issurance said they would call me in 3 buisness days but only sent me a letter on february 12th. In the letter they told me that j[redacted] was in charge of my claim. I have been calling and leaving messages everyday and he never responded back. It has almost been two months and they are yet to respond. The shop where my car is still at says that they are waiting for the insurance to respond. The shop has also sent numerous emails and calls and no response. A represenative named patrick finally responded to me on march 17 which is about a month and two weeks later and said they are just now going to start my claim to see if its going to be covered. As of today march 21st I am up to date on my insurance and they are yet to start my claim. I feel as if my claim is unimportant to them . This problem has been causing alot of stress on me which may have an affect on my health. Also has an affect on my workDesired Settlement: I just want to get out of this situation and the insurance do their job so I can have my car back .

Business

Response:

ANCHOR GENERAL

INSURANCE COMPANY

March 31, 2014

Chula Vista, CA 91910

RE: Insured: [redacted]

Claim No: [redacted]

Policy No: [redacted]

Date of Loss: 2/7/2014

Dear: [redacted]

Please be advised we have received confirmation from ASAP Towing that your vehicle was towed from or near the accident scene to your home on February 7, 2014.

I apologize for the delay however, you claimed that your engine was no longer working as a result of this accident. It is very unusual that severe mechanical damage is sustained in this type of automobile accident. It was important that we completed our investigation into the damage to your engine which included getting confirmation from ASAP Towing. Once we received confirming from the tow company we agreed to pay for the repairs to your engine.

I am sorry that our actions did not meet your expectations and the investigation took longer than expected. I hope you are satisfied with the outcome of our investigation.

If you have any questions, please contact me at the number listed below.

Sincerely,

Claims Examiner

(858)527-3865 or (800)542-6246 ext.[redacted]

cc: 1) Revdex.com of San Diego & Imperial Counties

Review: I pay for full coverage auto insurance when my car was stolen but recovered 5 days later. I started a claim with anchor general insurance for the damages and stolen parts off my vehicle. Since the claim has started I have had difficult time dealing with my insurance. The body shop has submitted numerous supplement claims that was supposed to be reviewed within 48 hours (from what I was told) and most recent claim was approved after 8 business days (when they finally responded to me) I have called them numerous times and left multiple voice mails with no response. The supplement claim they approved according to the body shop was not complete. For example they had approved speakers for the cost of $12 but factory listed price $29 (according to body shop). As I spoke to my body shop, they also are unable to get a hold of my insurance. Body shop had informed me they need to go over the supplement with my insurance but haven't had any success on getting in contact with somebody at my insurance company. I have tried to contact them for over a week and had also left a voice mail to the supervisor expressing how unsatisfied I am with their full coverage service that I pay for, and still no response. My car has been sitting in a body shop for 4 weeks now, pending claim items to purchase the appropriate parts and my insurance seems to be ignoring me.Desired Settlement: I would like Anchor General to respond with an apology and expedite all my claims in order to get my vehicle fixed or provide me a rental car service if they believe it should take longer to handle my claims

Business

Response:

March 24, 2014

Ms. [redacted]

[redacted] E [redacted] St.

[redacted]. CA [redacted]

Ref: Claim#: [redacted]

Policy#: [redacted]

D.O.L: 12/14/2013

Insured: [redacted]

Complainant: [redacted]

Revdex.com #: [redacted]

Dear Mr. [redacted]:

This will acknowledge receipt of an inquiry dated March 10, 2014 received from the Revdex.com on your behalf. We reviewed your request and the claim filed regarding your December 14, 2013 loss reported to us on December 16, 2013 by you.

On December 23, 2013, we received notification that your vehicle was recovered on December 19, 2013. On December 24, 2013, your adjuster Ms. [redacted] spoke to you and confirmed your vehicle was recovered and at your residence. On December 27, 2013. your vehicle was inspected.

On January 2, 2014. your adjuster Ms. [redacted] spoke with you and provided shop information for you to take your vehicle to for repairs, [redacted] Auto Body and that we needed the Theft report from the police and the Affidavit of Theft Questionnaire. At that time you advised Ms. [redacted] you were taking your vehicle to [redacted]'s Auto Body.

On January 22, 2014, you contact your adjuster and advised you would be taking your vehicle]e to a shop of your choice, Coachcraft Auto Repair, and were aware you would be responsible for your deductible and 25% of the gross estimate.

On January 28, 2014, after receiving the revised estimate (with your shops rates) a copy was faxed to them along with a W-9 need to issue payment. On February 10, we received the completed W9 from Coachoraft Auto Body, at which time payment was sent to them in the amount of [redacted] ($[redacted] - $[redacted] Betterment- [redacted] 25% NONPPO Penalty- $[redacted] deductible).

On March 10, 2014, your adjuster received a call from you advising that your shop, CoachCraft Auto Body had a question regarding the supplement. At that time, Ms. [redacted] contacted [redacted] at that shop and advised him to contact Inland Valley Appraisers directly to submit any supplements.

On March 21. 2014. we issued a final supplement to Coachcraft Auto Body in the amount of $[redacted] ($[redacted] ~ $[redacted] betterment- $[redacted] 25% NON PPPO Penalty- $[redacted] already paid.$ 1,000

deductible).

Although repairs were not completed in the shop initially chosen, repairs were paid promptly to CoachCraft Auto Body, as per your request. Accordingly, we do not believe compensation for rental is owed. You did not buy rental coverage for your policy, but you may add it by calling your insurance broker or customer Service (this coverage would be available to you in case of a future instance).

If you should need additional assistance please do not hesitate to contact the undersigned at 1-800.542-6246.

Sincerely,

Manager Material Damage Claims

cc: [redacted], The Revdex.com

[redacted], Anchor General Insurance Company

Consumer

Response:

.I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not demanding a rental car at this point. on the explanation with dates provided does not explain why none of my voicemail left for supervisors were returned to explain why such supplements took over weeks to get approved when initially I was told that it takes 48 hours. Also I never agreed to take it to [redacted] Auto, I responded by saying I have not made a decision if I wanted to take it to [redacted] Auto. As [redacted] Auto contacted me to schedule an appointment, I told them I did not decide to take my car there and they informed me that they already received a check when I have clearly stated I have not made a final decision! Furthermore, I am more dissatisfied that none of my inquiries were responded in a timely matter and even a supervisor could not return my call to solve my dispute and inquiries. I was being ignored by this business that I pay FULL COVERAGE for and they lack the importance of their customers. As I am put on hold on the phone, automated system plays over and over again on how they strive to provide more than high quality of customer service. But this is the worst business insurance I have ever dealt with and hope that nobody else would have to deal with such horrible service. I demand for a higher authority to contact me with a formal apology and look into my case deeper and expedite all other supplements needed to finalize my car from Coachcraft auto body.

Regards,

Business

Response:

April 22, 2014

Ms. [redacted]

[redacted] E [redacted] St

[redacted], CA [redacted]

Ref: Claim#: [redacted]

Policy#: [redacted]

D.O.L: 12/14/2013

Insured: [redacted]

Complainant: [redacted]

Revdex.com#: [redacted]

Dear Ms. [redacted]:

This will acknowledge receipt of an inquiry April 3, 2014 received from the Revdex.com on your behalf.

We confirmed yout vehicle is completed and you are to pick it up today from Coachcraft Auto Repair and all payments have been made to them.

Also, I left a message with you to discuss your concerns with no response. Please contact me if you have any additional concerns you wish to discuss at (858) 527·3538.

If you should need additional assistance or have any questions, please do not hesitate to contact the undersigned at 1-800-542-6246.

Sincerely,

Manager Material Damage Claims

cc: [redacted], Revdex.com

[redacted], Anchor General Insurance Company

An incompatible company that dose not qualify to be an insurance. My case was a though and messy one, but that should not give them the right to treat me like crap. They are very rude and had a very hard time getting a hold of them. This is not your type of insurance that is there for you when you need them. They only have their agents working Mon-Fri. Do not make the mistake of getting insured by them to save yourself a good chunk of money, like I did, because at the end of the day those couple of bucks you are saving will not be worth the headache that they give you. Definitely need some costumers service skills.

Review: I was in a car accident and totalled my car. I cancelled my policy after the accident, and requested a refund for the remainder of the policy, since I paid for a full year back in Feb. I was then told that it would take a month to complete the refund process. I was frustrated with that, since they wasted no time in taking my money from me, but I understand there are procedures that need to happen. I've called at least once a week since 12/08/2014, which was the date of my accident. Every time I've called, I've made sure that they have a new mailing address for me, and I confirmed the new mailing address. Every time I spoke with someone, they were able to confirm that the refund would be sent to my new address. The refund was not. The refund was sent to my old mailing address. When I still hadn't received the refund, I called customer service again and was greeted by rude customer service and people that simply don't care and don't understand that their job is to help people. When I asked to speak with a supervisor, every supervisor was simply rude and unsympathetic to my situation. It has been nearly a month since I've requested the refund, and I still haven't received anything. I've contacted the company several times, via both email and phone, all to no avail. I would not recommend this company to anyone!Desired Settlement: I just want my refund. If I were late on my payment, I would be charged late fees and interest. I would expect them to do the same with this refund check.

Business

Response:

February 2, 2015Ms. [redacted]RE: ANCHOR GENERAL INSURANCE COMPANY Insured: [redacted] Revdex.com ID #: [redacted] Policy #: [redacted] Claim#: [redacted]Dear [redacted].Please be advised that the refund check was returned as undeliverable on January 21, 2015. Thecheck will be sent to the address displayed on this inquiry. Please excuse the inconvenience.Should you have any further service inquiries, please contact our Customer Service Departmentat [redacted].If you should have any additional questions, feel free to contact me.Sincerely,[redacted]Mgr. Risk & Regulatory Compliance

Review: I have been trying to get my declaration page updated so I can get my auto loan adjusted but the insurance company has failed to provide assistance on several occasions. I sent in my inital fax on 8/28/13. I and my son have made several phone calls to get this updated. We have been told on each occasion that this will be updated. In addition I have requested several supervisor call backs and have not yet received one. This insurance company has been giving me the run around for the past 3 weeks. I am being told various stories from reps why this update has not occured.Desired Settlement: I would like the insurance company to expedite my request since they have not done so as I requested. In addition I am being asked to pay an additional $115 since my loan has not yet been adjsuted. Due to the neglegence and poor customer service I feel this insurance company should have to cover this cose.

Business

Response:

ANCHOR GENERAL INSURANCE AGENCY, INC

P.O. Box 509020

San Diego, CA 92150

License #0B67344

800-542-6246

October 4, 2013

Revdex.com of San Diego

4747 Viewridge Avenue, Suite 200

San Diego, CA 92123

RE: Anchor General Insurance Company

Insured: [redacted]

Policy # [redacted]

Revdex.com complaint # 9727733

Dear Ms. [redacted]:

This letter Is In response to your Inquiry dated October 2, 2013.

Our office received an endorsement on September 11, 2013 to add a new lienholder on her auto Insurance policy. On September 17, 2013, this endorsement was processed effective September 11, 2013. The new declaration pages were mailed to the new lienholder on that date.

On September 17, 2013 our office received a call from the Ms. [redacted] son requesting copies of the new declaration pages faxed to the lienholder. This was done the following day on September 18, 2013, and confirmed with the leinholder that they had received them.

If you should have any additional questions, feel free to contact me.

Sincerely,

Anchor General Insurance Agency, Inc

Review: This insurance should be put out of business. They do not handle proper department of insurance regulations properly. The department of insurance clearly states that any insured can take their vehicle to a licensed facility of their choosing. Anchor general settled on an agreed estimate with my shop and then shorted the check 20% without informing me or the shop. They now say that it is because it was not their preferred shop and it is in their policy. They are extremely rude and have taken 5 weeks to repair my call because of their delay. The care still is not fixed.Desired Settlement: Waiver of deductible & rental. The best result would be for them to be shut down. They are extremely unprofessional and what they are doing is illegal.

Business

Response:

March 10, 2014

Ms. [redacted]

(c/o Ms. [redacted])

[redacted] Dr.

Upland, CA 91786

Ref: D.O.I No: [redacted]

Claim#: [redacted]

Policy#: [redacted]

D.O.L: 1/28/2014

Insured: [redacted]

Complainant: [redacted]

Dear Ms. [redacted]:

Anchor Claims Services, Inc. is an authorized claim representative of Topa Insurance Company, This will acknowledge receipt of an inquiry that you tiled with the California Department of Insurance on February 24, 2014, which the Department presented to us on February 27th.

In your inquiry, you refer to the date of loss as January 27, 2014. yet you reported this loss on January 29, citing a loss date of January 28. Also, during your statement with our Liability Claims Examiner of January 31,2014 you said the loss occurred on January 28th. The third party claimant also referred to January 28th as the date of accident during his statement of February 3, 2014. Please notify us if this information is incorrect.

Upon filing this claim with us, you spoke with Ms. [redacted], who advised you of the PPO repair facility closest to his residence. Be advised that the Preferred Provider Organization {"PPO'') provision, as contained in your policy with Topa Insurance Company was explained to you according to our notes. This provision clearly explains that you would be responsible for 200/o of the repair estimate if the repair facility chosen is not a PPO.

You are correct in that, in California, you can use any repair facility of your choice. This is something we remind our insureds of while handling any claim resulting in vehicle repairs. On February 3, 2014, you spoke with Ms. [redacted]. Our notes indicate a lot of information regarding your claim, including how the PPO program/provision works, was discussed. We are aware that it is a lot information all at once, therefore, we also sent you a letter dated January 31, 2014 covering all the items discussed, including the PPO provision (copy enclosed). Please also refer to your Topa policy (page 24), and your insurance application, both of which contain this information.

Furthermore, be advised that our policy, inclusive of this provision is compliant with State law and has been approved by the Department of Insurance.

We completed your vehicle's damage appraisal on February 3, 2014, and faxed a copy to your shop of choice. PSI Auto Body on that day. Once we received the completed W9 (tax information form) from PSI Auto Body on February 12, 2014, payment was issued to the shop in the amount of $2,689.05 ($4611.31,- $922.26 20% NON PPO reduction,· $1000 deductible).

On February 20, 2014, we spoke with [redacted] at PSI Auto Body who indicated they had not received payment and were, therefore, unable to start repairs. We also informed [redacted] that the check had been mailed on February 12, 2014. On the same date we spoke with your mother, [redacted], and discussed the policy provision regarding the 20% Non-PPO reduction. At that time, she authorized us to remove your vehicle from PSI Auto Body and have it moved to the nearest PPO shop, [redacted] Auto Body. PSI returned the check we issued to them for repairs, which has since been voided.

We had your vehicle moved to [redacted] Auto Body, and have been informed the repairs will be completed by Monday. March 10,2014. We have sent payment to [redacted] Auto Body in the amount of$4,098.53 ($5,098.53 - $1.000 deductible).

Although repairs were not completed in the shop initially chosen, repairs were paid promptly to PSI, as per your request. Repairs were also paid promptly to [redacted] once the vehicle was delivered to their facilities and repairs were approved. Accordingly, we feel delays resulted from transferring your car from PSI to our PPO. In this case, we do not feel our handling interrupted repairs. Accordingly, we do not believe compensation for rental is owed. You did not buy rental coverage for your policy but you may add it by calling your insurance broker or our Customer Service (this coverage would be available to you in case of a future instance).

If you should need additional assistance or have any questions regarding the interpretation of your policy. please do not hesitate to contact the undersigned at 1-800- 542-6246.

Sincerely,

[redacted],

Manager Material Damage Claims

cc.: [redacted], Associate Insurance Compliance Officer

[redacted], Topa lnusrance Company

[redacted], Anchor General Insurance Company

Review: I was in a car accident where I was not at fault on 9-11-13. I called Anochor General and filed a claim and was told I would hear from an adjuster within the next 2 days. The next day the auto body shop picked up my car and the day after that the adjuster that deals with medical and liability called. I asked her, [redacted], about my car and she said another adjuster would call me. On the 16th the auto body shop asked me if my insurance had contacted me yet. They were waiting for the car to get released to them. The auto body shop said it was totaled but needed the insurance to respond. On the 17th I still hadn't heard from them so I called and found out who the adjuster was and left a voicemail. His name is [redacted] and he called me back later that day and said the shop believes its totaled but he needs to look at some numbers and he would call me back by the next day. On the 19th I left another voice mail because I still had not heard from him. On the 20th [redacted] called me and said it was totaled and said he would mail me the forms to sign. I have not heard from him since. I called on the 26th and left a voice mail. Then I called on the 30th and left a voice mail with his supervisor who never called me either. Today, which is the 1st of October I called again and asked to speak to a supervisor and not a voicemail. I was on hold for 15 minutes and then a lady came on the phone. She was very rude, never introduced herself and had a lot of attitude. She refused to tell me anything about my claim. Very unprofessional and inconsiderate. It has been almost a month now and I need a car to go to work. I had to buy a new car but the dealership has been trying to work with me but I still have the car loan on my credit. Also, I have a payment due in the next week, I don't want to mess my credit up by not paying and Anchor General is not doing their job to pay off the car if its totaled. This service is highly unacceptable.Desired Settlement: I would like them to provide the service that I pay for. I would like to be able to get on with my life and be able to get the car situated without further expenses. I would like them to get better customer service. People pay them to provide a service and I do not believe they should be treated the way I was. I will definitely be taking my business else where, however, I don't think it's right for them to act like that and get away with it. Truthfully, the way the lady talked to me on the phone would have caused me to hit her if she was standing in front of me.....and I have never been in a fight my life.

Business

Response:

October 8, 2013

Ms. [redacted]

[redacted] Pl

[redacted], CA [redacted]

Ref: Claim # [redacted]

Policy # [redacted]

D.O.L 09/11/2013

Insured: [redacted]

Complainant: [redacted]

Revdex.com# [redacted]

Dear Ms. [redacted]:

This will acknowledge receipt of an inquiry dated October l, 2013 received :from the Revdex.com on your behalf.

On September 16, 2013 after receiving your final repair estimate in the amount of $10,728.82, and the Actual Cash Value of your vehicle is .$16,017.00; your vehicle was deemed a total loss on September 20, 2013. On September 30, 2013 we sent the total loss documents to your Attorney's Office, in the amount of $17,021.47, which is less your $500 deductible. On October 7, 2013, you requested the total loss documents to be mailed to your address. We are currently awaiting the completed total loss documents from you. We are also in contact with Capitol One, your finance company for the payoff and then payment will be issued.

If you should need additional assistance please. do not hesitate to contact the undersigned at 1-800-542-

6246.

Sincerely,

Manager Material Damage Claims

cc: [redacted], The Revdex.com

[redacted], Anchor General Insurance Company

Review: on or about August of 2015 I went into the DMV to get my drivers license reissued only to find out that my license had been suspended due to a form not filed by the insurance company after an accident in July of 2014 now I am required to carry SR-22 insurance for a year.Desired Settlement: I am requesting that I be provided SR-22 insurance at no cost due to their negligence and not filing the form when the accident was reported and causing me to get my license suspended.

Review: I have called to cancel my insurance twice now and have also faxed over a written notice claiming I no longer want the insurance. They have been billing me for car insurance for over a year even after moving out of California and selling my car back in October or 2013.Desired Settlement: I would like to be refunded all of the money taken out of my account since October of 2013.

Consumer

Response:

I have tried logging in with my email address and it does not recognize it. I wouldn't have used another one. So I am unsure if I am a policy holder, though I should be since they are still charging me.

Business

Response:

ANCHOR GENERAL INSURANCE AGENCY, INC.July 2, 2015[redacted] Ave. NW[redacted], WA [redacted]RE:Dear [redacted]:P. 0. Box [redacted]San Diego, CA 92150License #[redacted]800-[redacted]ANCHOR OI!NERAL INSURANCE COMPANYInsured: [redacted]Revdex.com Pile#: [redacted]Policy #: [redacted]Our recorda show that you called requesting cancellation back In February of 2014. AIcommunicated during our call, we require a signed cancellation request, whiCh we didnot receive from you. Wa understand that you had alnoe moved and we did not receivethe signed request.At thla time, we aak that you provide ua with a signed requeet to cancel your policy witha cancellation data of October 4, 2013, and we will cancel your policy effeetlve October4, 2013. Please fax your request to (858) [redacted], or email to[redacted]@aochoraeneral.com, care of [redacted].Please contact ua If you have any further questions.o Ro88ak & Regulatory Compliancecc: Better Buslness Bureau~ VIa Fax (858) [redacted]Susan Stokes-Gibson -Anchor General Insurance Agency, Inc

Review: I got this insurance for my cars last year on 3/2014 from a dealer ([redacted] insurance ) the sell me this insurance Anchor General insurance to pay month to month payment for 6 months and I cancelled last year on 8/2014 , went I cancelled I make sure that I did cancelled before the expiration day , the reason I cancel is because they want to to raise the price for the new policy and call then and I ask why ,and they tell me that everything goes up , so I went back to [redacted] insurance and they find me a better insurance rate whit Infinity insurance , I receive a bill on 2/25/2015 for a $118 .28 , 6 months later I cancel this insurance , I call Anchor General Insurance and ask why , all the tell me is because I did not pay my bill on time , I tell them that cancelled my insurance before the expiration day and I proved to then and I ask to speak to a manager , I spoke to a guy who tell me hes names was [redacted] , we went review all the payments for the six months and I never was late and I cancel before the new policy take effect and he tell me that the reason of the unpaid e Premium balance of $118.28 was because I did a change of add and take off cars of my insurance , but I tell him that the time I did that the price of my policy went up from $118.28 to $149.25 that I did pay for 3 months and he still insist that I have unpaid premiums due of 118.25 and I ask him why the send me a bill 6 months after of the cancellation of the insurance I did tell him that if he me to pay this amount he need to show me a prove that I how this money and we both agree that he was going to send me all the prove of the I owe this money , but he never did , all I receive is a collection letter from Credit Collection Services for $118.28 . all Anchor General Insurance want is money and they are not professional and they don't care about the customers , why they send a bill six months after of the cancellation , I am very disappointing from this companDesired Settlement: they need to fix this and make sure they don't screw my credit

Business

Response:

Mr. [redacted]RE: ANCHOR GENERAL INIURANC! COMPANYlnaured: [redacted]Revdex.com File t: 1 [redacted]Polley 0: [redacted]Dear [redacted]In responee to your Inquiry, be advised that prior to the date of cancellation, you owed atotal of $242.28. Thla Included • balance of $70.28 carried over from the prior policyterm (March 21, 2014 to September 21, 2014), aa wellae $172.00 of earned premiumfrom September 28, 2014 to October 30, 2014 and $26 policy fees. A paym.nt of$149.00 was applied on September ~8, 2014, thueleavlng a balance of $118.28.Accordingly, we are unable to the unpaid balance. You may also contact our Cu1tomerService Department at the number referenced above If you wlah to dlacuu this furtheror wish to make payment arrangements.An eccountlng breakdown Ia enclosed for your reference.Please contact us If you have any further questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is not was I was tell went I cancel my insurance Anchor General . I never receive any bill of $242.28 . all I receive was a bill of 149.00 because that was the balance of my monthly bill of the premium, went I receive a bill for $172.00 I call on 9/21/14 to ask why my bill was going to be $172.00 of the new policy starting on 10/1/14 , the tell me that I can stay of leave , the reason my premium was going to be more was because everything goes up and that I have until the 10/30/14 to cancel or continue whit this new policy , and I went back to [redacted] insurance and ask for a better insurance and they help me to get Infinity . The $118.28 was the total of my previews insurance before I add the [redacted] 2023 and remove the [redacted] 2011 , and why I receive a bill of 118. 28 6 months after , why I don't received went I cancel my policy on September 2014 and revive a bill on 2/25/15 , just don't understand this is not right

Regards,