Capri Jewelers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[After Wawanesa has agreed to being at fault I believe they owe me any charges that were due to their negligence as I requested on several occasions for my information to be updatedNone of this would have happened if they did their job and updated my info as requestedNow I believe I'm owed overdraft fees and other costs associated with this negligence and a lack of care when dealing with my accountIn how many ways and how many times do I need to get my info updated? They have done too little too late the damage is done and I'm not going to be held liable for their inaction]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It was said in the response letter that *** *** has been trying to contact me and that is an outright fabricationI have left several messages at 858-522-*** after we received a letter from Wawanesa and have received nothing back in turnThis is the typical treatment we have been getting from Wawanesa in regards to this problemThey are an insurance company that we have been with for close to yearsWe have a letter dated in January from *** *** saying that they denied our claim and we had months to get a lawyerNo lawyer will touch this because its not worth their time money wise*** *** and the Risk management Division of San Bernardino are outright Liars and should be released of their positionsIf *** *** or Wawanesa needs to get a hold of me all they have to do is call my number ***I have good coverage and do not miss callsThe last message left for this individual was 05/25/at 3:34pm so please do not lower yourself and state you tried to get a hold of me when its obvious you have not
Regards,
*** ***

*** ***Revdex.com*** *** *** ***
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*** *** *** ***
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Dear Mr***:This letter is written in response to the complaint filed by *** *** with the BetterBusiness Bureau.Ms
***’s application for a new homeowner’s policy was processed April 24, andeffective on April 25, Because Ms*** has an existing auto policy she is entitled to amulti-product discountUnfortunately, the Sales agent failed to add this discountMs***called back on April 25, and our Customer Service agent added the discount, triggering theautomatic generation of a refundMs*** called again on April 27, to advise that herbank account did not show the refund and she was advised that a check will be mailedSheexpressed that she was dissatisfied with waiting for a check.We agree that as this was an error on our part and the customer should not have to wait for arefundWe contacted Ms*** on May 01, and arranged an expedited refundLaterthat same day Ms*** confirmed receipt of her refund and advised that she was satisfiedwith the outcome.Therefore, as this issue has been resolved, we ask that this complaint be classified as resolvedsatisfactorilyIf you need further assistance regarding this matter, please feel free to contact me.Sincerely,*** *** MBA, AINSUnderwriting ManagerWawanesa General Insurance Company

Please be advised this office is in receipt of a second letter from the San Diego Revdex.com, dated May 20th 2016, wherein, you express your continued dissatisfaction with the handling of your claim.In response to this letter, I have tried telephoning you to discuss the claim and have left three voice mail messages but have not yet been able to speak with youIf we have not yet spoken by the time this letter reaches you, please call me toll free at (800)427-*** or directly at (858)522-My office hours are Monday through Friday, 7:30am to 4:00pm.I am very sorry the San Bernardino County Risk Management representative *** *** was rude and unprofessional in her dealings with youHowever, I am unable to take action with respect to her behavior because she is not an employee with our company.Please know we continue efforts to collect your deductible and the money we paid under your Collision coverage from San Bernardino CountyWe cannot guarantee successHowever, will forward the deductible to you if we are successful in our collection efforts.Please understand we are unable to pursue the collection of money that is not paid to you by us under your policy with our companyInasmuch as you did not elect to have Rental Expense coverage on your policy, no payments for rental expenses were issued by us to youAs such, we are unable to seek collection of the money you paid out of pocket for rental from the County of San Bernardino.I am very sorry that the claims experience you are having with San Bernardino County Risk Management office and our office has been unsatisfactoryPlease contact me by telephone if we have not already spoken and you would like to speak about the claim.Sincerely, WAWANESA GENERAL INSURANCE COMPANY

This letter is written in response to the complaint filed by Mr*** *** with the BetterBusiness Bureau.Mr*** contacted our office on December 24, to start an automobile and homeownerpolicyThe automobile policy was issued that day with an effective date of January 4,
Notonly were the documents mailed on December 24, 2016, they were also emailed toj***@yahoo.com at 11:49amI attached screen shots of the document distributionDuringthis conversation, Mr*** requested for a supervisor to contact himThe agent’s supervisorreturned his call on December 28, at 3:16pmMr*** advised that he could not hear thesupervisor and to call him back the following weekWhen the supervisor tried to verify what dayand time to call back, the call was disconnectedOn December 2016, the home policy was issuedwith an effective date of January 8, The documents were mailed and emailed at 1:48pm.Today, January 5, 2017, Mr*** called in to our office and spoke to a Customer ServiceRepresentativeThe representative he spoke to verified the email address and emailed thedocuments at 9:57amIn addition, I emailed Mr*** and also included the documents thatwere previously sent.Based on the information stated above, I ask that this complaint be classified as invalidIf you needfurther assistance regarding this matter, please feel free to contact me.Sincerely,*** ***Customer Service Division SupervisorWawanesa General Insurance Company

Dear Mr***:
This letter is written in regards to the request for an additional response for the complaint
filed by Mr*** *** with the Revdex.com
At Wawanesa, our Sales, Claims, and Customer Service contact centers are separate
departmentsWe have cross-trained some of our Sales agents to assist our Customer
Service Department, but not allOur training for a Customer Service Agent is weeks
We cannot allow any call center employee from other departments to assist if they have
not been cross-trainedThere is more than double the amount of Customer Service
agents than there are Sales AgentsWe are in no way intentionally staffing our Sales
Department so that their calls are answered quickerThey just do not have as many
calls on hold as our Customer Service Department
Our Service Levels for our Customer Service Department have improved tremendously
since July 11, when Mr*** contacted usOn Tuesday, July 11, 2017, our
average speed of answer was minutes secondsThis past Tuesday, July 25,
2017, our average speed of answer was minutes and secondsWe are hoping to
keep this trend and continue to improve our hold timesWe have agents halfway
through their training now and we have another training class starting in August
If you need further assistance regarding this matter, please feel free to contact me
Sincerely,
*** ***
Customer Service Division Supervisor
Wawanesa General Insurance Company
###-###-#### Ext ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Mr***:We are in receipt of correspondence from you dated October11, 2017.Please be advised that we spoke to *** ***, via telephone on October 17, 2017, and offeredan explanation regarding her concernsWe followed up the telephone conversation with awritten explanationA copy of that
correspondence to Ms*** is enclosed for your review.If you have any questions relative to the above, please feel free to contact me at ###-###-####ext***, between the hours of 7:a.mand 4:p.m., Monday through FridayYou mayalso email me at: ***@wawanesa.comSincerely,Wawanesa Genera Insurance CompanyClaims Manager

I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her todayShe had already been helped and had received the change to her policy which reducedher premium.I explained that between our policy rate increase and the implementation of a new
processing system,we were receiving an unprecedented increase in phone volumesI apologized that we have not beenproviding the type of service our policyholders are used to and deserveI assured her that as a companywe are committed to getting back on trackAnd that recently, we had moved agents from our SalesDepartment who had prior experience in servicing our existing policyholdersAs well, we just started atraining class on August with new hires.I gave our insured my direct extension if she had any further questions.Enclosed is a copy of our Call Tracking ReportWhile our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach her.This matter has been resolvedWe sincerely apologize for not being able to provide and meet expectedcustomer service.Sincerely,*** ***Customer Service Manager

Reference ID: ***, please see below response From: *** *** Sent: Friday, May 05, 9:AM To: *** *** Cc: *** *** ; *** *** Subject: RE: Revdex.com-17-New Complaint May 5,
2017 I called and spoke with *** ***He confirmed that he was able to speak with a representative yesterday 05/04/to remove a vehicleMr *** stated he is not happy with our service anymore due to the long hold timeHe decided to cancel his policy at a future date of 05/15/He stated that in the last year or so when our rates were lower, he was okay to put up with our long hold times, but since our rates are higher now and hold times still long, he decided to go with ***. He still wants to backdate his Delete Vehicle request and will be emailing me a copy of the release of liability. *** ***Customer Service Representativev***@wawanesa.com

This letter is written in response to the additional request for the complaint filed by Mr*** *** with the Revdex.comI would like to apologize for the experience that Mr*** has had with Wawanesa in regards to updating contact information on the policyIn reviewing the claim file, Mr*** requested all questions and information in regards to that particular claim be directed to him and he provided his phone numberUnfortunately, the claims representative did not notify the services department that the insureds would like to update the phone number on the policy, and the services department did not receive a request from the insureds to update the phone number or email address on file at any timeAs of this writing, we have changed the email address and phone number on the policy per Mr***’s requestI would also like to apologize as it was not my intention to make anyone feel badly for an accident they had been involved inMr*** was questioning the rate increase and the accident was the primary reason for itAs an insurance company, we rate based on riskIf a driver has an at-fault accident in the past years where over $1,was paid out, we apply a surcharge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
What was not mentioned was the additional times I called in and was told that I need an inspection however each and ever time I called in I clearly stated I wanted FULL coverage and each time I was told that the customer service department can't do anything and that the only department that could help was the claims department. Unfortunately they not only couldn't transfer the call to the claims department they also could never provide a supervisor or a person I needed to speak to directly. Although I continued to call once a week for over a month the only response I would ever receive was that my call is logged and someone would get back to me which never happened prior to the complaint
Regards,
*** ***

Please see attached response to Complaint ID: ***, thank you.Dear Ms***:This office is in receipt of a second letter from the Revdex.com, dated October 6, 2016, advising us you were dissatisfied with my response to your initial complaint.In response, I called and spoke to you via telephone on October 7, You stated you were unable to discuss the matter at that time, and indicated you would call me back when you had time to discuss the claimAs of the date of this letter, I have not heard back from youAs such, I am responding to your Revdex.com, complaint in writing.It is our position that you are not owed reimbursement for the time you took off work as a result of the above-captioned Property Damage claimTherefore, we deny payment of your lost wages claim.If you feel your claim has been wrongfully denied or rejected, please contact the undersigned at *** ***, extension ***If we are unable to resolve this mailer amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, South Spring Street, 11th floor, *** *** ** ***, telephone number *** ***.Sincerely, Wawanesa General Insurance Company

When our insured first called us on September 22nd, there were some data fields in our new processing system that needed to be filled outUnknowingly, there was a glitch that occurred and generated a premium increase.Our insured contacted us September 28th after receiving a statement of account
The increase was backed outWhat did not happen were the payments returning to the way they were billed prior to the glitch.Unfortunately, the request to our Accounting Department to correct this matter was not completed and our insured had to contact us again on October 24thThe Supervisor she spoke with that day advised that she would personally make sure the corrections were made and call her backOur insured requested that someone with higher authority call her on Monday.Our Customer Service Division Supervisor contacted our insured on Monday, October 26, While she was unable to speak with our insured directly, she did leave a detailed message which included an apology for the service she receivedOur Division Supervisor also left her contact information if there were any questionsAs of the writing, we have not heard from our insured.This matter has been resolvedWe sincerely apologize for not being able to provide and meet expected customer Service

We called our insured back and spoke to her on February 16, the date of this complaint and added a vehicle to her policy.An amended declaration confirming this policy change was mailed the next business day.Please know that our office was closed on Monday, February 15 in observance of the...

holiday.While we did almost double staff last year, our call volumes continue to increase. So we continue to recruit and hire. Factors affecting the increase in calls are changes to our rates. As well, the new system implemented at the end of April 2015 unfortunately still has several issues which have caused additional calls. Our Vice President is currently Working with production teams placing a priority on getting the new system to operate as intended.I phoned and left a message for our insured on February 18, apologizing for our Waittimes and explaining the reason for them. I have left her my name and direct contact should she have any further questions or need additional assistance.Enclosed is a copy of our Call Tracking Report.This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service.

Our insured first phone our office on July 6, 2015 and did speak with a supervisor. Her next call to uswas on July 17, 2015. And she did receive a callback from a supervisor. I spoke with the insured myselfon July 20, 2015.I apologized for the confusion with her payment and for the long wait times....

With the implementationof a new processing system and an unprecedented increase in phone volumes, we have been challengedin providing the type of service our policyholders are used to and deserve. I assured her that as acompany we are committed to getting back on track. That we have a training class of 24 new hires tostart on August 10.As for the payment issue, I advised our insured that I would personally speak with our AccountingDepartment to get the matter straightened out. That was done.I gave our insured my direct extension if she had any further questions.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can confirmthat our insured did call us several times but I cannot confirm that she experienced a hold time of 4hours. Not the service we are used to providing but her longest hold time was 28 minutes. The reportwas run using the t ime period of July 1 through August 6.This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.Sincerely,[redacted]Customer Service Manager

We are in receipt of a letter from the Revdex.com dated May 20, 2015, in which theyincluded a copy of your complaint to their office. This letter was received in our office onMay 21, 2015, at which time I reviewed the file with the adjuster, [redacted], to learn that he hadthat day...

sent an email to [redacted] with a tender of the Uninsured Motorist Bodily Injury limitsof $15,000 in settlement of [redacted]'s claim. Payment in the amount of $15,000 was issued thatsame day.Mr. [redacted] was able to conclude his evaluation of the claim at that time as he had received the recordsfrom your Chiropractor's office on May 20, 2015, after they had been retrieved and uploaded by ourcopy service. I realize that you were both anxious to resolve this matter as quickly as possible and it isour desire to meet the expectations of our customers. There are times that retrieval of information fromother parties, such as medical providers, even when we are requesting it to be done on a rush, is notwithin our control. Mr. [redacted] continued to follow up on the requested records in an effort to resolvethe matter with you as quickly as possible. As soon as we had the remaining information we tenderedthe amount of your policy limits to you and issued payment.It is our practice to not require a UM Release and Trust Agreement for injury claims in which we havepaid the full amount of the limits. This allows you to seek further recovery from the responsible partyif you desire.I hope that this matter has been concluded satisfactorily.Sincerely,WAWANESA GENERAL INSURANCE COMPANY

Please see attached, thank you.Dear Ms. [redacted]:This office is in receipt of a letter from the Revdex.com, dated October 2, 2016, advising us you lodged a complaint on October 1, 2016.The loss occurred September 6, 2016, and the claim was reported to us by your insurance company, [redacted]...

Insurance, on that same date. The claim was assigned to Adjuster, [redacted], who immediately initiated the investigation. Based on the information available to us, liability was accepted and we made arrangements to appraise the damage to your vehicle.The initial inspection of your 2011 [redacted] revealed it sustained damage to the right corner of the front bumper in the amount of $1,087.44. We issued payment to you in this amount on September 16, 2016. We subsequently received a supplement repair invoice in the amount of $498.99 and issued payment in this amount to your shop, [redacted].When I reviewed the claim file, I found the appraiser who inspected your vehicle inadvertently used a hyphen instead of an underscore after your first name when emailing the damage estimate to you. I suspect this is the reason you did not immediately receive the estimate from him.On September 21, 2016, you contacted Ms. [redacted] to notify her you did not receive the initial damage estimate and the estimate was emailed to you that date.With respect to the rental car portion of your claim, I found that on September 23, 2016, you notified Ms. [redacted] you had an appointment with [redacted]. As such, she made a reservation for you with [redacted], and authorized $53.34 per day for a comparable vehicle. Ms. [redacted] does not select the [redacted], location when making the reservation, as the [redacted], computer system automatically selects the branch closest to the customer’s residence. The reservation is valid at any [redacted], location. [redacted], can access the reservation by the reservation number and/or the customer’s name and address, if the customer does not have a reservation number available. Ms. [redacted] sent you an email with the reservation number; unfortunately, there was a typo in her email. The [redacted], was able to look up your reservation under your name and home address. Ms. [redacted] sent you an email on September 29, 2016, apologizing for any inconvenience she may have caused you.October 4, 2016, the repairs to your vehicle were completed and you returned the rental vehicle. We issued payment to [redacted], in the amount of $535.78, which effectively resolved your property damage and rental claims.Please be advised it is our position that your claim for lost wages from this property damage claim is not legally compensable. Please understand that as an insurance company we do not pay all claims, but only those claims for which our insured is legally liable. In this particular case, you are not owed compensation for missed time from work due to the property damage.I apologize for the mistakes made by us when emailing you during the course of your claim and for the rude manner of your adjuster. It is our goal to provide the best possible service to all our customers and I agree the service you received was below our company standards.If you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted], extension [redacted]. If we are unable to resolve this matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, [redacted], telephone number [redacted].Sincerely,Wawanesa General Insurance Company

Dear Mr. [redacted]:This letter is in response to your request for additional information regarding Mr. [redacted]’scomplaint.I reviewed the call recordings that transpired between Mr. [redacted] and our Customer Service Agentsfrom June 15, 2017 to October 18, 2017. During the multiple conversations between Mr. [redacted]and the agents in this time span, there is only one call wherein he requested to speak with asupervisor. This was on October 17, 2017.On October 17, 2017, Mr. [redacted] expressed his frustration that he had not received a phone callfrom our inspection vendor to schedule the appointment to inspect the 2008 Mercedes Benz.Upon Mr. [redacted]’s request to speak with a supervisor, the Agent advised she would need to take amessage for a supervisor to call him back as no one was available at that time. As he wanted tospeak with someone at that moment, the call was to be transferred to the UnderwritingDepartment to speak with a Senior Underwriter in lieu of waiting for a call back from a CustomerService Supervisor. However, Mr. [redacted] terminated the phone call before the transfer wascomplete.The Underwriter then attempted to contact Mr. [redacted] by using the phone numbers on file.Messages were left providing him with a direct contact phone number and the hours ofavailability. On October 18, 2017, Mr. [redacted] returned the phone call and spoke to the Underwriterwho had left the messages. During this call, the Underwriter was able to address Mr. [redacted]’sconcerns by adding the Comprehensive and Collision Coverages and ordering an expeditedinspection for the 2008 Mercedes Benz. The inspection has since been received by ourUnderwriting Department.The concerns Mr. [redacted] references regarding his request to add “full coverage” each time hecalled were addressed in the prior response. While Mr. [redacted] did inquire about the additionalcoverages and received quotes to add the coverages, he did not want to complete the transactionWAWANESA GENERAL INSURANCE COMPANY9050 Friars Road, San Diego, CA 92108-5865[redacted] Toll Free [redacted]Claims Services Toll Free [redacted]without having specific information about the value of the vehicle. Thus, the coverages were notadded until he spoke to the Underwriter on October 18, 2017.I hope this additional response further explains and addresses the complaint and ask that it beclassified as invalid.If you need further assistance, please contact me.Sincerely,[redacted], CPCU, API, AINSUnderwriting Division SupervisorWawanesa General Insurance Company[redacted] Ext [redacted]