Automobile Club of Southern California

Review: years ago I was issued a traffic citation, minor infraction. ticket cost about $200-$300 dollars. in turn the auto club of southern california raised my insurance rates approximately $45-$60 per month. thats an extra $490-$720 a year for a $200-$300 dollar ticket, when I called and asked why, because of course insurance doesn't pay for the citation, I was told that I was a real high risk driver now, even though that would be the only citation on my driving record at the time. I tried bargaining the price, they supposedly couldn't change the price. so I said sorry I cannot afford your insurance and simply cancelled the policy. I never recieved a last bill stating I still had a balance. when I checked my credit a saw the auto club of southern california on there. I called and told them what happended and asked for a reduction in the debt so I could pay it. they denied all reasonable offers, I tried to offer even as high as 60%-70% of the debt, still all they wanted was 100% of the debt owed, and that included interest, original debt was $72, now they say I owe $91....for what? I have also tried disputing the mark on my credit with no success neither have they supplied supporting documentation for debtDesired Settlement: I would like to settle this once and for all, either accept my cash offer of $50 or remove from my credit, otherwise I will let it run its course, it only has another year or so till it is required to be removed

Business

Response:

The Interinsurance Exchange of the Automobile Club provided you with yearly policies first effective on December 27, 2007. Your last renewed term was to be effective December 27, 2009 until December 27, 2010 but was cancelled for non payment February 20, 2010. Our records reflect you were mailed notices of the balance still due to your address on file of [redacted]. We show no contact from you until you called our internal collections department on January 15, 2014. You were advised of the reason for the balance and the amount due. You asked for a discount to clear the balance and we advised you that because your account had already been forwarded to an outside collection agency (AWA) the full balance of $72.30 would be needed to close the account. The outside collection agency has added interest to your balance resulting in a higher amount due. We have reviewed your request to accept $50 to close this account. As a resolution to this account, what we will accept is the $72.30 we originally referred to AWA. The payment must be made to AAA using the policy number [redacted]. We would then close your file and request AWA to update your account as paid. With our response to the former insured, we included an itemized statement and documentation to support our findings.

If you have further questions, please contact [redacted] at 714-850-5581.

Review: I have had my automobile insurance through AAA for decades. When I purchased a new vehicle, I went in to the [redacted] AAA office and met [redacted] to have this vehicle added to my auto insurance policy. I later emailed him the necessary documents he requested (Dealer sales contract). Afterwards, I never heard back from [redacted]. I called and left him 2 voicemail messages without any reply. I also left 2 voicemail messages to his supervisors without any reply at all. It is frustrating not to get any response (email or phone call) back about this request.Desired Settlement: I would like to be contacted back via email or phone call, have my new vehicle added to my existing insurance policy, and finally, an explanation as to why there was no response to any of my numerous emails and phone calls.

Business

Response:

We extend our

apologies for the frustration you experienced with the insurance staff in our

[redacted] branch. It is our understanding you attempted to contact us several

times to inquire about your auto insurance policy and your calls have not been

returned in a timely manner. Please be assured these delays do not meet our

corporate standards as we strive to provide our members and insureds with

products and service of the highest possible quality at all times. [redacted],

Insurance Business Manager in the [redacted] Branch, has spoken with you regarding

your customer service concerns. He will personally provide additional coaching

to his employees ensuring these service failures are rectified. If you have any

questions or concerns, please contact [redacted] at [redacted]

Review: I keep getting advertisements to call AAA for a free quote and I will get a $10-20 gift card to [redacted] or [redacted]. I go through the survey that's about 15 minutes, then they call back and leave message saying they need more information for me to get the gift card.This is a scam.Desired Settlement: DesiredSettlementID: Replacement

They owe me 2 gift cards now.

Business

Response:

It is our understanding that you received a

promotional flyer from our Marketing Department offering a gift card for an

auto quotation. However, in your letter you state that you have not received

our gift, and that our agents have attempted to communicate with you,

requesting more information. Please accept our apologies for any

misunderstanding you may have experienced regarding our quotation process. Our

agents followed up with you to complete the auto quotation, which would have

generated a gift card being mailed out to you. Since the quotations were not

processed to completion, our fulfillment department never mailed you our

promotional gift. Nevertheless, on March 19, 2015, a request to have an

[redacted] card mailed to you was processed, which you should receive in

four to six weeks. Our goal is to ensure that our members are provided with the

highest quality of service and that expectations are met. Should you have any

questions, please contact [redacted] at [redacted].

Review: My dishwasher had a sudden leak which caused water damage to dry wall below my sink in the kitchen and the wall. Although I am supposed to have coverage for sudden leaks, AAA denied the claim because they assert that it was due to slow seepage. As soon as we saw the water coming out, we directly reported it to AAA. I have spoken to two adjusters ([redacted] & [redacted]) and one manager ([redacted]). I have asked them for more detailed information on the reason why the claim was provided, which they have not provided. I asked [redacted] to quote to me the exact article/clause/language within my policy behind the denial, and she failed to do so. Moreover, when she called me back, I had to stop the conversation because a repair person came to my home. I asked her to call me back in 20 minutes or at another time as she is never in her office and only able to receive phone messages: she never called me back. I also asked all 3 agents about an internal appeals process and they told me that there was none. I called the AAA insurance number and asked for the name of a person in their corporate headquarters to whom I could address a detailed appeal: they called me back and said that they would give me the name, number, address and email of this person. It has been a week and they also have failed to do this. All of the numerous contractors who have seen the damage were amazed that AAA did not cover it. They have not made a good faith effort to allow me to appeal the decision. Under California Insurance Code Section 790.3, h (13) they have failed to "provide promptly a reasonable explanation of the basis relied upon in the insurance policy, in relations to the facts or applicable law, for denial of a claim or for the offer of a compromised settlement" as they are unable to cite the specific clause in the policy justifying their denial. The dishwasher, which caused the water leak, was replaced by my home warranty insurance ([redacted]) because they clearly saw thDesired Settlement: Payment of the claim in full. I have receipts on all of the repairs made for which I have paid. AAA did not even offer to pay for the emergency response crew which they sent out: I did not select this company. I've been with AAA for more than 20 years. They have truly let me down. I've made every attempt to work this out with them so as to avoid filing a complaint with California Department of Insurance: they have not made a good faith attempt to resolve this issue. I need your help.

Business

Response:

Thank

you for speaking with Regional Manager, [redacted], on June 15, 2015, and

providing clarity regarding your concerns. As explained by [redacted], we strive

to exceed our member’s expectations and we apologize that we fell short. A

review of the file has been completed and it appears your home was inspected by

Claim Representative, [redacted] and Claim Manager, [redacted]. Both

inspections found rot and deterioration to the side panel of your kitchen

cabinets and an area of exterior stucco was falling off directly behind the

dishwasher. Based upon this information, the claim was declined and a letter

was sent. We understand there may be some confusion regarding the decline

letter and the portions of the policy cited. Please allow us to provide

additional clarity. The policy you purchased was our Member’s Condominium

Owners Policy- Form 6. This policy is informally called a ‘named perils’ policy

because it provides coverage for only those types of losses/causes named (or

listed). These items are listed under “WHAT LOSSES ARE COVERED – COVERAGE A AND

COVERAGE C”, 1 and 2 (a) – (p). The investigation into your claim found the

dishwasher had been leaking repeatedly and continuously. The leak caused rot

and deterioration to a cabinet and exterior damage to your stucco. We

understand the dishwasher was replaced due to a defect that caused it to leak. Since

a continuous or repeated seepage or leakage of water is not listed as one of

the types of losses that are covered, nor an appliance defect, we believe there

is no coverage for the claim. During your discussions with [redacted], you

indicated you would like to provide additional information that you believed we

have not considered. As of the writing of this letter, the information has not

been received; however, should new information be obtained, we would be very

happy to review it. Should you have new information you believe we have not

considered or if you have any questions regarding our letter of March 18, 2015,

please do not hesitate to contact [redacted] at [redacted].

Review: Bought AAA Texas home insurance policy THO [redacted] and had the same policy for 10 years without any claim.AAA Texas change the policy in middle of the year without customer permission and use as harassment purpose to increase the premium and the issue was that AAA was missing exclusion document for last 10 years.Desired Settlement: Stop the bad faith practice and not to change a policy without customer agreement. Agreed to terms and condition at the time policy was paid and don't harass customer by increasing the insurance premium without consulting the customer.

Business

Response:

Complainant spoke with insurance agent and was advised of endorsement and deductible changes in detail.

Review: I have a contract with AAA membership as well as auto insurance. They then asked us to add our home insurance, which we did. They also asked us for a down payment, which I am loosing. I recieved a letter stating they have cancelled my membership and cancelled my home and auto insurance. The letter does not state a reason. I called customer service multiple times and spoke to a supervisor to ask "why" all my services had been cancelled. Supervisor could not give me a reason. Supervisor advised she would call me back, as I have called her many times and every time says she will call back with a reason. I have never recieved a call back or a reason. Now I the letter that states on May 31, my home, autos, will not have insurance. I need resoultion before May 31.Desired Settlement: I understand I have to pay for my services, I am willing to pay for all my services. I don't want to be inconvienced by having to shop the rates(including my home) all over again and pay another down payment.1. Membership reinstated (renewed)2. Auto insurance renewed3. Home owners insurance renewed.

Business

Response:

Dear Mr. [redacted],

This is in response to your complaint filed with the Revdex.com of San Diego and Imperial Counties. Your memberships with the Automobile Club of Southern California (Auto Club) have been cancelled due to your conduct. Our letters of December 5, 2011, January 6, 2012 and April 14, 2014 clearly notify you of the cancellation. Our letter dated January 6, 2012 describes in great detail the fact that your membership was cancelled because you abused the benefits of your membership. Furthermore, the letters instruct you not to open anther membership with the Auto Club. Despite this instruction, you were somehow able to obtain another membership with the Auto Club. Our letter dated April 14, 2014 advised you that after a recent audit of the membership cancelled due to a member conduct brought to our attention you had obtained a membership after previously being cancelled by the Club for your conduct. This most recent membership has also been cancelled. Do not attempt to open another membership with the Auto Club.

Review: two years ago my daughter was in a car accident under my insurance for 30 days, at the point of the time running out to settle the claim AAA paid the other party 100,000 never explaining to me why or how they came to that conclusion, I never signed any paper. That was toward Aug of last year, right after that they immediately raised my premium. I called AAA and talked to a guy named [redacted] he informed me the call was recorded and I explained to him why I wanted to cancel my policy. I asked him when my payment was paid up to and he told me I can cancel 7 days prior to that but not to worry the call was recorded because I had concerns. AAA now wants a closing bill of 307.74 and has sent me to collections AWA Collections, [redacted] Client Ref. Number [redacted]. The AAA rep name is [redacted]. I did file a complaint with the dept of insurance and AAA sent them a letter that was a lie saying there was no [redacted] but if it was recorded they know that and can check. Also they claimed that they should not of renewed in Feb of 2013 however that was not true they had no problem accepting my money for the renewal. the whole letter was fabrications. I did what there customer service rep said to do and if he was wrong as they stated that was not my problem. I could cancel at anytime and [redacted] gave me the date to cancel by.Desired Settlement: They need to close and stop the collection for 308.74 and take it off my credit reports

Business

Response:

In reading your correspondence to the Revdex.com we also find that we received a similar complaint from the California Department of Insurance (CDI) and responded to that inquiry previously. Our response to that inquiry is as follows: We would like to first address the issue of your daughter being on your policy, her accident, and the potential increase in your premium. Your daughter [redacted] was indeed placed on your policy in 2011 and she was indeed determined to be at fault for a July 20, 2011 accident, which was ultimately settled for $100,000. We realize you believe the accident was minor but the issue of the injuries suffered by the claimant did warrant the $100,000 settlement. You did remove your daughter from your policy on August 18, 2011, and while you may have initially been told or received a letter after that accident that your premium would increase if your daughter stayed on your policy, as your daughter was removed from your policy before the next renewal on February 25, 2012, there was no increase in your premium for any subsequent years as a result of this accident, because Amber, the driver at fault for that accident, was no longer on your policy. Regarding the actual changes to your policy and premium that you did notice, a review of our records reflects that there were several adjustments to your policy which affected your annual premium, and we would like to describe them for you now. When it came time to renew your policy, we offered you the renewal on January 17, 2013 for your policy renewal date of February 25, 2013. Your annual premium was $1,580.00, with an earned policyholder’s savings dividend of $109.00, for a total of $1,471.00. The vehicles on the policy were a 2002

Review: I received a notice that I have met my allotment for service calls for the year. [redacted] I acknowledge receiving roadside assistance on 6/22/15, the technician did not ask me for my membership card or any sort of identification. I do not acknowledge needing roadside assistance on 7/7/15 or 7/19/15.Desired Settlement: Reset my number of service calls to two for the current year.

Business

Response:

Your complaint states you acknowledge

receiving roadside assistance on 6/22/15 yet you do not acknowledge requesting

roadside assistance on 7/7/15 and 7/19/15.The synopsis below is of the service

calls requested on your membership 6/22/15, 7/7/15 and 7/19/15:

Review: I filed a home insurance claim with AAA on 08/19/2015 due to a leak in one of our bedrooms. I was informed that my AAA home insurance would cover the repairs and it would take about three weeks for the repairs to be completed. I was then informed that AAA had misinformed me and that they would not cover the repairs to my home. I was then informed that had I gone and paid for the repairs they would cover the expenses. I am requesting that AAA cover the repairs to my home like they had informed me.Desired Settlement: I am requesting that AAA home insurance cover my home repairs like they informed me that they would promptly.

Business

Response:

In your complaint you express concern as to the coverage

decision reached on your claim. You reported the loss on August 20, 2015 and

advised that your home incurred water damage to your closet and ceiling that

was possibly from the roof or plumbing. Your claim was assigned to Field

Property Appraiser [redacted] for handling. [redacted] was

assigned to determine the source of the leak and [redacted] inspected

your residence. [redacted] inspected your residence on August 20,

2015 and found no plumbing issues to your residence. The water damage was

determined to be from a roof leak. [redacted] also inspected your

residence on the same day. The inspection revealed a small amount of moisture

to the closet carpet and drywall. The closet wall and ceiling had signs of mold

growth. On August 21, 2015, Field Property Estimator [redacted] inspected

the roof. There was no visible trauma to the roof in the area of the leak and

there appeared to be issues with the flashing and/or the valley causing the

leak. [redacted] initially advised that there would be no coverage for the

roof, however there would be coverage for the interior damages. Upon an

additional review of your claim, [redacted] realized that the interior damage

was not covered by the policy and advised you of his error the same day. On

September 11, 2015, Manager [redacted] spoke with your regarding the

matter and explained the error. We apologize for any misunderstanding that may

have occurred however the roof leak and interior damages are not covered by the

terms and conditions of the policy as they did not arise out of a covered

peril. Should you have any additional questions or concerns, please do not

hesitate to contact Claims Manager, [redacted] at [redacted].

Review: To whom it may concern:For more than two weeks we have been requesting proof of our house insurance to be sent to bank of America from Automobile Club of Southern California. We have been given run around and told that the information has been sent when in reality it has not been sent. We have talked to a person name paul and Charles at phone number 949-253-1197 both whom have said they had send the information but actually have not. As a result it is taking that much longer for bank of America to give us a loan. And honestly it has caused us immense and unbearable stress to all our family members.sincerely [redacted] h. aziz

Product_Or_Service: home insuranceDesired Settlement: See Complaint Text

Business

Response:

Response to complainant offers apology and explains the correct documents have been sent. We took steps to prevent a recurrence.

I've filed a formal complaint regarding AAA handling of Homeowners Insurance claims.

Review: I was in a hit and run accident where the other driver had no license plate. Insurance policy says, they cover if someone hits me - but they aren't.

I was the victim of a hit and run accident on Friday June 27, 2014 at the corner of Everett and Harvard in Glendale, CA. At 10:45pm a black BMW blew a stop sign and slammed into my car. Once it had hit me, it fled from the scene resulting in a hit and run. I looked at the license plate before it fled only to see that it didn't have one. - the car had no license. I called 911 and put out a report, however, they did not catch the guy. I called the insurance company and according my policy, they are required to pay for the damages to my car, however, since the driver of the other car cannot be identified - they are refusing to fix my car. I told them that I have a police report and a witness saying that it was an unmarked hit and run that wasn't my fault and the insurance company is refusing to help me. I've been their loyal customer for 10 years and they are not offering any help whatsoever.Desired Settlement: I would like to insurance company to pay for all or at least partial coverage to my car. I would have been covered for this type of incident had the other car had a license plate. I should not be penalized that I have been an upstanding citizen with a clean driving record when someone else is at fault. The insurance company should pay since it is a felony hit and run.

Business

Response:

We have reviewed your concerns and claim. We regret that we are unable to afford coverage for the damages to your 1991 Saturn related to this loss. The policy coverage that you selected includes Uninsured Collision Coverage, however, under the terms of your policy it is required that we obtain the identification of the at-fault vehicle owner or operator or the uninsured vehicle license number. For your reference please see the pertinent language from your Member’s Automobile Policy:

Review: We have had AAA insurance for many years. In fact, when you call they thank you for 46 years of loyalty. However, AAA did not take that into consideration when they refused to renew our homeowner's insurance. The reason, we had 2 claims in 3 years, both were for water leakage. There was more damage done on the 2nd claim because the plumber moved the insulation to find the leak and the pipe broke. We don't consider most of the damage to be our fault. The plumber should have taken steps, like turned off the water, before looking for the leak and the damage would have been less. However, the amount paid by AAA was relatively small. We wonder why we were treated in such a way by AAA. Why would be high risk? Is it because we are senior citizens? You would think after being with AAA that long, they would take the time to see if we corrected the plumbing issue, which we believe we have, but no one contacted us. You would think they could at least take the time to reconsider their action after we called and asked them to, but we just got the pat answer they were not renewing our insurance. Because they listed 2 claims, one they paid nothing on, it made it almost impossible to obtain a policy from any other company. This is horrendous treatment for anyone, let alone senior citizens.Desired Settlement: We would like an apology and a personal letter stating why we were so treated in such a manner after being with them for so many years.

Business

Response:

To begin, at every renewal, we review each policy, including its loss history, to determine if an unacceptable increase in the risk of loss has arisen since the previous review. When your policy was reviewed by Underwriter, [redacted], he noted that you had sustained three losses in the 16 months immediately preceding your policy expiration date. These losses were:

Review: I was a member of AAA with auto insurance. I decided to cancel my auto insurance so I called to set up the auto cancellation for 2/23/14 which was when my insurance would cancel. I decided to keep my membership for the road side assistance service they offered. It expired on 2/22/14. Prior to that date, I called in to cancel the membership since it was set up for auto renewal but I realized I would not have the funds. The agent told me she could cancel the auto renewal and I would be given a grace period to pay the amount due. Since I wanted to keep the membership it seemed like a good idea. I figured I would pay the amount $122 once I had the funds. On 2/24/14 I checked my bank account and saw the debit from AAA for $122. Since I did not have the funds the bank paid it and assessed me overdraft charge. I called AAA to see why they withdrew the amount and they said since I had the auto renewal set up with my checking account it would take a few days to actually stop the auto renewal from going through. I was not aware of this; otherwise I would have just cancelled my membership. I contacted AAA today and the agent told me I would have to wait until the end of March to receive a refund from AAA and they would not cover my bank overdraft fees. Had the first agent told me it would take days for the auto renewal to actually cancel I would have taken other steps to avoid this issue. Because of this miscommunication from the agent I believe AAA should be responsible in paying my overdraft fees and issuing me my full refund immediately.Desired Settlement: Full refund and overdraft fees paid.

Business

Response:

Member was advised of time required to stop automatic payments. A refund of automatic payment was expedited.

Review: I purchased a battery from AAA and its within warranty and goes dead all the time at no fault of my own I was told at one point if would be replaced. then when the time came AAA didn't hold up to their word. This week alone I have had to jump my vehicle 3 times I called AAA in another attempt to resolve due to this is unacceptable and again was told that they would not replace the battery. I spoke with a supervisor by the name of [redacted] and [redacted] neither were helpful. The AAA driver got here and tested my altenater and starter they both are the when he tested the battery it read to charge and retest he said it was low. He also stated that the battery that I have has known issues and due to that AAA now offers a different battery this of course upset me even more once I was told the battery can test ok but still be defective due to the issues that I am having. I called back and spoke with [redacted] and he wasn't helpful at all he was just reading from the notes. He gave me a claim # and my issue hasn't been resolved.Desired Settlement: I have made numerous attempts to resolve this issue with AAA employees to include exchanging the battery as promised. Due to the complete lack of customer service and complete disregard for my time and safety I would like a refund so that I can get a working battery elsewhere.

Business

Response:

We contacted member and we agreed to provide pro-rated warranty reimbursement. We took steps to prevent a recurrence.

Review: On Friday May 2,2014 My sport Van broke down(mechanical Failure)I call AAA Road As. at 1:50pm it took towing truck 2 hrs. 3:30pm To get there just to tell me can't tow the Vehicle cause may be commercial vehicle. (Van doesn't have any logs or ads etc.) In the back of the Van I just carried some boxes with my RC Trucks (radio control)& cars etc. that I use for my hobby. I called back again to explain, they said to wait until 5:30pm for another Towing Truck.I hired my own towing Truck to get home and I paid $125.00I have AAA Plus membership 100 miles free towing, I am very Disappointed with this service.Desired Settlement: Reimbursement $ 125.00 That I paid with another Towing Truck

Business

Response:

Response to member is as follows:

We would like to begin by extending our apologies for any frustration and inconvenience experienced as a result of the service provided to you by [redacted] Garage, one of our Independent Service Providers. Our understanding of the issue is that when you called for assistance the Auto Club representative advised you that the technician would arrive in 30 minutes. When the driver arrived and inspected your vehicle, his assessment was that your vehicle was not covered by the membership and would need commercial towing due in part to the contents of the vehicle. After requesting an additional review of your vehicle, an additional truck was dispatched to you; however, in frustration due to the long wait time, you made alternative towing accommodations and had your vehicle towed commercially for $125.00. [redacted], Contract Station Relations Supervisor, was asked to contact you to discuss the matter. He was able to make contact with you and review your concerns with [redacted] service failure. Mr. [redacted] personally inspected your vehicle and made the determination that your vehicle should have been covered under your membership. Due to this finding, a check for $125.00 was issued as reimbursement of the commercial towing service needed on 5-02-2014. Mr. [redacted] also allowed the service call used on May 2, 2014 as a courtesy. If we may be of further assistance, please contact Mr. [redacted] at ###-###-####.

Review: I have been a AAA member and AAA insurance holder since 2006.

I travel extensively and am often not home.

I changed my address with AAA and they continued sending renewal notices to an old address.

I had paid my insurance premiums in full, and then they cancelled policies without notifying me because they sent notices to old addresses.

When I was made aware of a late payment, I called to rectify the late payment, and they did not notify me on the phone that there were any additional late payments.

Now they are telling me that my policy has been cancelled.Desired Settlement: I want my policy to be instated - as I was never notified of the late amounts and I had paid in full.

Business

Response:

We conducted a thorough review of our records to understand what transpired with your insurance policies. In our review, we found that we did not receive a renewal payment for your auto policy CAA[redacted]. As a result, the policy was non-renewed effective February 12, 2014. Based on the non-renewal of the policy, we mailed you your earned policyholder’s savings dividend of $17.00. Unfortunately, the refund check was mailed to your prior address of [redacted] Avenue, Los Angeles CA, [redacted] instead of your [redacted] Avenue address. Due to the non-renewal of your auto policy, your renter policy no longer qualified to receive the multi-policy discount, and on April 4, 2014, this discount was eliminated. This change increased your annual premium from $128.00 to $143.00. As a result, your policy increased by a prorated amount of $10.00. On April 7, 2014, we mailed you a bill for $10.00 due on April 27, 2014. The bill was mailed to [redacted] Ave, Los Angeles CA, 90036. On May 5, 2014, when a payment was not received, your policy was assessed a $7.00 late fee, making your payment due $17.00. In addition, we mailed you a Notice of the Scheduled Cancellation of your policy effective May 22, 2014. On May 22, 2014, at 12:01 a.m., your renter’s policy cancelled for non-payment of premium due. Later this same day, we received your online payment of $17.00. On May 23, 2014, we mailed you a notice informing you the payment was received too late to reinstate the policy. We needed to speak to you to confirm the status of your property prior to reinstatement of your policy. When we did not receive a call from you, your policy remained cancelled and resulted in our mailing you a refund check in the amount of $81.00 for the unearned premium based on the effective date of cancellation. On June 16, 2014, you spoke to our representative and requested to have your renter’s policy reinstated. Unfortunately, our representative processed the reinstatement incorrectly. As a result your policy remained cancelled. On October 23, 2014, you spoke to our representative regarding the cancelled status of your renter’s insurance policy and the non-renewal of your auto policy. In a review of the history of both policies we found the refund of the policy dividend on the auto policy remained unclaimed. At your request, we ordered a new refund check for the auto policy’s unclaimed policy dividend. The new refund check for the policy dividend in the amount of $17.00 was mailed to your [redacted] Avenue address. We confirmed the refund we mailed you was deposited on November 5, 2014. During our October 23rd conversation, we found your renter’s policy was not reinstated back when you contacted us on June 16, 2014. To address our error we offered to have the policy reinstated. However, at your direction to keep the policy cancelled, no changes were made. Instead, per your request, we reissued a new refund check in the amount of $81.00 for the cancellation of the renter’s policy on May 22, 2014. We verified this check was deposited on November 5, 2014. In addition to the reissuance of the refund checks on the auto and renter’s policies, you requested to have your membership cancelled. Based on your request, your membership 004-[redacted]-00 was cancelled effective October 23, 2014. Ms. [redacted], we would like to take the opportunity to clarify your concerns filed with the Revdex.com, wherein you requested the reinstatement of your insurance policy. As stated, we found the refunds we reissued for your auto and renter’s policies were both deposited on November 5, 2014. We would like to offer you two options. The first is to reinstate your renter policy without a lapse of coverage. To complete this, we will require a payment of $81.00. A second option would be to have a new renter insurance policy written. We have taken the liberty of enclosing a quote for a new renter insurance policy for your review. To proceed with either of these options, we require you to have a valid membership. As mentioned, on October 23, 2014, you requested your membership to be cancelled. Please know that the Auto Club is a membership based organization that provides products and services to its members, such as auto, home, watercraft and personal liability insurance. We welcome the opportunity to reinstate your insurance coverage but require you to reactivate your membership. Please accept our apologies for our error of not having reinstated your renter policy when you spoke to our representative back in June. We fully investigated your concerns and took appropriate action to ensure no further incidents of this nature recur. Ms. [redacted], we have made several attempts to contact you via telephone at ###-###-####. Unfortunately, our attempts to speak to you directly were unsuccessful. Please contact [redacted] at ###-###-#### at your earliest convenience to clarify your request and to personally address any additional questions or concerns.

Review: For the last 3 months (since 9/2013) I have been asking the Automobile Club of Southern California Auto Insurance to: 1) remove my daughter from the insurance plan. ( I even went in person to the AAA office in Santa Monica to sign the paper required to remove my daughter from the insurance policy.And 2) And they (AAA Insurance) have failed to reimburse me the money and reduce the annual premium as they verbally have promised on the numerous occasions I called. Not only AAA did not do as promised, they renewed my 2014 Insurance Policy, disregarding my request to remove my daughter from the policy. I accuse them of willful neglect, that benefits them by charging me more money for an insurance premium I am trying to reduce.Desired Settlement: 1) remove my daughter from the auto insurance plan.2)reimburse me the money and reduce the annual premium as they verbally have promised on the numerous occasions.

Business

Response:

We required a signed Exclusion form to remove the driver. A signed Exclusion form was received and the elimination of the driver was processed as requested. We verified the premium is correct. If any questions, please contact our Insurance Services Department at 800-924-6141.

Review: After the Accident occurred, I contacted the insurance adjuster and informed her that I had a witness list, which was important to my case. I received a call four months later, where I was informed of the fact that they never received the witness list and I was at fault for the accident. This was outrageous. they never informed me of not receiving the witness list, therefore I assumed that they received it.Other information was also sent to the insurance adjuster, however; they still placed the blame on me. this has left me to believe that the individuals working on my case are unable to make a correct at fault assesstment or they have the wrong assesstment to save their company the cost of litfation, which will result in an increasing of my insurance premiums.Desired Settlement: Change the at fault assesstment or hire a third party assessor(not related to the company) to make a determination. I will be happy with a third party judgement on the matter

Business

Response:

We received this same complaint from the California Department of Insurance (CDI). Our response to the CDI is as follows: You reported this loss to us on 3-06-2013. That same day, our Claims Service Representative, [redacted], spoke with your daughter [redacted] who was translating for you. She indicated that you were exiting a driveway onto [redacted] Street when the other party’s vehicle lost control and collided with your vehicle. She further stated that the police were called to the scene but no report was filed and no injuries were reported. She also stated there were two witnesses to this incident and would email the information to us. The next day, during a conversation with your son, we again requested the witness information. He indicated he would have to obtain it and send it along with photos from the scene of the accident. We contacted Allstate, the other party’s carrier, and spoke with the Service Representative for the other party. Her clients report stated that he was traveling at approximately 30 mph in lane two of two when your vehicle exited a driveway and collided with the right side of his car. Emails received from your son on 3-15-2013 with photos from the scene did not contain any witness information. No witness information was ever received from your daughter. A vice message was left for you on 7-19-2013 requesting witness information but there was no response to our request. Based on our investigation and the information available to us, you were informed of our liability determination on this matter and a fault letter confirming our decision was mailed to you on 7-24-2013. Witness information was again requested from your son during his conversations with Mr. [redacted] on 7-31-2013 and 8-19-2013 and during their meeting on 8-20-2013. He indicted he would have to look for the information but felt the witness would not remember the incident. No witness information has been provided to date. After careful review of the information available to us, we regret to inform you our principally at fault conclusion as appropriate. Should you have any additional information you believe pertinent to this matter, please contact [redacted] at 562-627-7225.

Review: I recently sign up with there insurance company then after a week my premium went up from $954 to $1100

I ask why and they said because of my mileage but promise me it will go down after a few weeks but instead it went up again to $1200.

I tried to talk to them about it but there response was wait next month and it will go down " just dont drive "

Getting convince it will eventually go down I agree for one month but instead it went up another $100 to $1354.

This is crazy I went to triple AAA because my monthly premium went down instead it kept going up and when I finally decided enough was enough they still charge me $51 extra .

They should have warn me that there very sensitive with small stuff and that they will raise my premium every week . Im a very good driver and what if I decided to go for a long trip on that week do they have to raise it each time ???Desired Settlement: Just waive the $51 fee and tell there new customer that if you want triple AAA car insurance be prepared your premium might go up every two weeks for driving more .

Business

Response:

We would like to take this opportunity to extend our apologies for the frustration you have experienced with our sales agent, Mr. [redacted]. It is our understanding that you agreed to an auto insurance policy premium of $954.00, which was bound on May 5, 2014. However, one week later, on May 13, 2014, Mr. [redacted] discovered a mistake he made during the binding process that was related to your annual mileage, which caused your premium to increase to $1296.00. This increase was the direct result of the actual [redacted]eter reading versus the estimated annual mileage information you provided to Mr. [redacted]. The Auto Club uses annual mileage as a rating factor in determining auto insurance premiums, in compliance with California Proposition 103. It is our understanding that after you were informed of the substantial increase of your premium, you chose to cancel your policy with us, which left you with an outstanding balance of $51.79. [redacted], Regional Supervisor, has spoken with you regarding this increased premium and she has agreed to waive the $51.79 earned premium that we had initially billed you as this was the result of our error. We are pleased we are able to make this accommodation. We assure you that it was never our agent’s intention to mislead you in any way. Unfortunately, he made an honest mistake by not updating the new premium after entering the [redacted]eter reading that you had provided. Ms. [redacted] has addressed this with Mr. [redacted]’s manager, Mr. [redacted], who has provided additional training to Mr. [redacted] to prevent a recurrence. Should you have any questions, please contact [redacted] at [redacted].