Car Care & Repair

Case: ***To
Whom It May Concern:Thank
you for notifying 21st Century of the concerns presented to the RevDex.comWe appreciate the opportunity to respond to this inquiry.Upon
learning of the insured’s frustrations, we completed a full review of their
policyWe
have confirmed that our website correctly identifies the eligible States
participating in the Go Green Gift Card programWe have contacted the
customers directly and provided them with a detailed response of our findingsWe
thank you for your time and attention, and we apologize for any inconvenience
this matter has causedIf we can be of any further assistance, please contact
us

We are attempting to obtain additional details regarding Mr***'s claim so we may address his concerns. Given the age of this claim from and the prior merger of Century Insurance's companies with Farmers' companies, it appears this particular claim was handled through an obsolete
claims systemSpecifically, the policy number and claim number provided are not styled like our current numbers, which suggests this claim was handled via an old system. We are attempting to access this outdated system so we may review the claim, payments, etcand will contact Mr*** once we are able to obtain additional information. Unfortunately, we are unable to respond more specifically at this time and we apologize for Mr***'s frustration. Again, once we are able to access the necessary information we will contact him to discuss the matter further

Attached is our response to your inquiry. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hello, As I explained before, damages were not done to the front of my carI added my pictures in again to show you where hit hit my car from the side and then scraped across my car (as you can tell by the skid marks left) after he hit itHe was not paying attentionThe fender is dented in and also he knocked of my tire's hub cap. If I hit his car with the front of mine, I don't see how damage would have occurred to the side of my bumper and also my hub capAlso I attached a picture of the back of his car untouched but also to show he passed my car up in the lane
Regards,
*** ***

Attached is our response to the above correspondence received on January 20, 2016. Please let me know if you need anything else (See attached file: Revdex.com response.pdf) Thank you *** *** *** *** Senior Consultant - Claims Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business did not answer any of my complaints nor did they account for their breaking of the law in coming to the conclusion that they did, regarding my claim and their sheer incompetence in the mishandling of it Their response was redundant and did not cover any ground whatsoeverWhen someone can actually answer my questions instead of avoiding them it will be inevitable that they have to admit fault which is why I assume they keep avoiding answering the questions and getting to the point at hand.I will not drop this as NO INVESTIGATION WAS CONDUCTED ; thus their assessment was voidI will continue taking this to the highest levels possible until the at fault decision is removed from my record.
Regards
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Thank you for your correspondence posted on May 22, 2015, and received in our office on May 27, 2015, in which *** *** has expressed dissatisfaction in our coverage denial of this claimWe appreciate the opportunity to review this matter and tespond .Our records indicate Mr*** reported
his Toyota Sienna had been involved inan accident on April 16, However, since the policy for this vehicle did not become active until May 1, 2015, a coverage investigation was opened to determine if coverage could be applied for the loss dateOur claims personnel listened to the recording of the call from Sandra *** on April 13, 2015, in which she applied for both auto and homeowners coverage to be effective on May 1, At the time of the call,Ms*** indicated she belie'9'ed her policies with State Farm were active until May 9, and/or May 31, Ms*** also asked about calling State Farm to cancel her current coverage, and the sales reptesentative advised she could call them that dayHowever, the representative did not advise her to cancel her current coverage prior to the effective date of her new policiesThat effective date was reiterated to Ms*** several times during their conversation.Unfortunately, since the new auto coverage with our company was not yet in force at the time of the loss, we were unable to CO'Q'et the damage to the vehicle that occurred prior to the effective date.We regret we are unable to provide a more favorable response to this inqu.U.y However, should Mr*** have any additional questions about our position, we would encourage him to contact Chums Supervisor *** *** *** ** *** ***Please direct any other inquiries regarding the contents of this letter to me at the above toll free number, directly at (*** *** ** ** *** ** *** ***

We are in receipt of the inquiry filed by *** *** to the Revdex.comMs*** alleges when she took out this policy two years ago, she requested to have the same coverage as her former policy Thank you for an opportunity to review this matter and respond.According to our review of
phone records, Ms*** requested full coverage on her policy and when asked if she wished to have a $deductible she agreed that was the coverage she wantedWe did not find that there was an error on our part writing the coverage Ms*** requested.Ms*** can make changes to her policy at any time by calling *** If Ms*** has additional questions regarding our coverage review, we encourage her to contact Claims Supervisor*** *** ** *** ***, or Claims Manager *** *** ** *** ***

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry Our review found that this customer’s renewal premiums were impacted by statewide rate changesAs an
insurer, 21st Century strives to keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occurAs costs associated with automobile claims and insurance services continue to climb, it is necessary that we intermittently adjust our rating information to take these increasing costs into considerationReview shows that we provided the customer with renewal offers and automated payment plan statements in advance of the renewals, and updated policy documents after processing customer initiated changes so that they would be aware of the upcoming payment draft amountsWe have provided the customer with a response advising them that we are unable to honor their request for a refund on earned premium We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To Whom It May Concern:
Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this matter
Review shows that the refund was released electronically to the customer’s bank, the source of their last payment,
within the business days allotted in our filed company guidelines
We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us

*** *** We have received your inquiry filed with the Revdex.com regarding the settlement offered on your totaled vehicle. We appreciate the opportunity to review this matter and respond In your inquiry you are asking for $5,for the value of your truckOur
records confirm that you settled your property damage claim for $5,200.00. The value was adjusted after we were able to confirm the aftermarket additions made to your vehicle. A supplemental payment in the amount of $2,was issued on June 17, We are pleased we were able to resolve this matter amicably. Please contact the claims office directly if you have additional questions regarding your settlement **Please confirm receipt of this response *** *** *** *** *** *** *** *** *** *** *** *** ***
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We apologize for any frustration Mr*** has experienced in his attempts to reach our claims department. Claims Supervisor Devyn Salmon spoke with Mr*** on September 1, 2016, and discussed the denial of his claim. Should Mr*** have any additional questions concerning
his claim, he may speak with either Ms*** ** *** *** or Claims Manager *** *** at *** *** Claims Representative *** *** was assigned to complete a liability investigation. She spoke with *** ***, policyholder *** *** and witness *** *** regarding the accident Mr*** and Ms*** provided differing versions of the accident. Mr*** advised he was waiting to make a left turn into his driveway, with his left turn signal activated, as Mr*** was walking across the driveway. When Mr*** began his left turn, he stated Ms***, who was behind him, attempted to pass him on the left side and struck his vehicle on the left front. Ms*** advised Mr***’s vehicle was parked along the right curb and suddenly pulled out and struck her vehicle on the right front as she passed by Mr***’s vehicle. She also stated she did not observe Mr***’s left turn signal Mr*** advised he noticed Mr***’s left turn signal was activated when Ms*** passed his vehicle on the left side. Ms*** advised us that she believed Mr*** and Mr*** knew each other before the accident as Mr*** told her that Mr*** and he were neighbors. Based on Mr***’s and Mr***’ addresses, our claims department confirmed Mr*** and Mr*** live in close proximity. Given the above information, along with the content of the text messages between Mr*** and Mr***, our claims department determined Mr*** would not be considered an independent witness. Ms*** also reviewed photographs taken at the scene immediately after the accident. The photographs depict Mr***’s vehicle, tire marks and the debris field close to the right side of the street. Ms*** completed her investigation and determined the evidence failed to clearly support Ms*** was at fault in the accident. In a letter to Mr*** dated August 23, 2016, Ms*** advised the investigation revealed he breached his duty to make a left turn as close to the left edge of the lane, causing the accident. As such, Ms*** respectfully denied Mr***’s claim Regrettably, we are unable to provide a more favorable response to Mr***’s inquiry as we believe a thorough investigation was conducted and the decision to deny his claim was supported by the information and documentation contained in the claim file. Sincerely, 21ST CENTURY INSURANCE COMPANY *** *** *** *** *** ***
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October 26, *** *** ** *** ***
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*** *** *** Date of Loss: September 13, Mr*** *** does have rental reimbursement coverage at $per day/$1,maximumAs we previously explained to him, Mr***’s vehicle was considered to be a total loss. His rental reimbursement coverage endorsement, which a copy was provided to him, outlines that his rental reimbursement coverage would end when we offer the settlement on his total lossWe did make an offer of settlement on September 15, 2017, but did authorize rental for an additional three daysSince his vehicle was a total loss, the amount paid for his rental following the total loss offer was correct and in accordance with the terms of his auto policy If Mr*** ***l should have any further questions, we direct him to contact the claims office. Claims Supervisor *** *** may be reached at *** *** or Claims Manager *** *** ** *** *** Should you should require any additional information, you may contact me at *** *** ** ** *** ** *** Sincerely, MID-CENTURY INSURANCE COMPANY
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*** *** *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThough I must say after a lengthy conversation yesterday Oct20th with the Home Office Repof C21st Century, I was advised that the money was to be received by Friday Oct.23rd., after advising them that I would not close my complaint through the Revdex.com until the refund was received in my account, the refund was in my account as of this morningSo my complaint has been resolvedThank You
Regards,

October 19, Revdex.com Serving Delaware Reads Way New Castle, DE Delivered uploaded to: Revdex.com of Delaware Complaint Hub *** ***
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*** *** *** Dear Revdex.com Serving Delaware, We are writing in response to your correspondence dated October 5, 2016, wherein Ms*** *** expressed her concerns regarding our investigation of her claim, which determined she was at fault for the damage to the claimant’s vehicle. We appreciate the opportunity to review and respond to Ms***’ concerns Our records indicate Ms*** reported this claim on October 31, 2015, and we obtained her recorded interview regarding the accident when she called us on November 3, 2015. During this interview she advised us another car had sideswiped her car, which caused her vehicle to go into the claimant’s lane and strike the claimant’s vehicle. Unfortunately, our investigation did not find any evidence supporting Ms***’ statement that her car was struck and/or sideswiped by another vehicle (prior to her impacting the claimant’s vehicle). Therefore, in November we determined Ms*** was principally at fault for the accident because her actions or omissions contributed at least percent to the legal cause of the accident which resulted in property damage exceeding $1, On December 2, 2015, named insured *** *** contacted us and advised they disagreed with the outcome of our investigation; therefore, we agreed to take have another adjuster reexamine and further investigate the claim as part of our reconsideration process. After making several attempts to contact Ms*** and obtain her recorded interview, she sent us an email on December 15, 2015, advising she would be available at noon on Friday, December 18, 2015, to provide her recorded interview. Unfortunately, we did not hear from Ms*** on December 18, 2015, and she did not respond to our phone call made at 12:09pm on Friday, December 18, 2015. Our records also indicate we made several additional attempts to contact Ms*** between January 12, 2016, and March 30, 2016; however, we never received a response and were unable to complete our investigation in reconsideration of her claim. At this time Ms***’ claim is closed and if she would like to proceed with the reconsideration of her claim, we ask that she contact Claims Supervisor *** *** ** *** *** ** *** *** *** *** *** *** ** *** *** *** ***. Once again, we appreciate the opportunity to review and respond to Ms***’ concerns Sincerely, *** *** *** ***
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Revdex.com File Number: ***, *** *** Claim Number: *** Thank you for your letter in regard to the inquiry submitted by *** ***. In his correspondence, Mr*** expressed concerns about the handling and delay in concluding his property damage claim.
We are pleased to advise the issue is now resolved. This loss was reported to us on January 5, 2017. Upon conclusion of our liability investigation, we contacted Mr*** on January 10, to offer repairs. Mr*** advised our office he was going through his own insurance carrier for his property damage. Our claim file reflected that his repair options were explained to him, and he indicated he would like to look at the list of the body shops in our Guaranteed Repair Program. This information was sent to him by e-mail on the same date, and his claim was placed on an inactive status within our office. On January 20, 2017, we received an estimate of repair from Mr***’s body shop of choice. We contacted the repair facility and were informed the vehicle was not there. We contacted Mr*** on January 23, to arrange an inspection appointment, and we were informed he was out of town and would contact us back to arrange this. We contacted Mr*** again on January 25, 2017, and he indicated he was still unavailable. The inspection was completed on January 26, 2017. The claim process, estimate and supplement process was explained to Mr***, and our adjuster advised him that the damages to the right rear door of the vehicle appeared to be non-accident related. We further explained it was our understanding the point of impact was to the left front, side, and secondary to the right front cover. We received an e-mail from the repair facility on January 30, concerning the additional damages. A re-inspection appointment was completed on January 31, 2017, and a supplement estimate was completed and additional repairs were authorized. On February 23, 2017, we received notification from Enterprise Rent-A-Car about a rental authorization extension. Claims Representative John *** spoke with the manager at the repair facility to discuss delays in the repair. The body shop agreed to pay for an additional four days of rental for their delay. Mr*** notified our office on March 6, that advise his repairs were still not completed. There was a slight delay in Mr*** returning Mr***’s call due to Mr***’s computer failure. The opposite side damage was discussed in detail on March 10, 2017, and a supplement was completed. We do apologize if Mr***’s calls were not returned timely. Mr*** was always given the option of taking his vehicle to a repair facility of his choice. Additional rental was authorized by both our office and the repair facility to completion of the repairs. If Mr*** should have any additional questions, he may contact Claims Supervisor *** *** ** *** *** Should you require any additional information, you may contact me at *** *** or by e-mail at *** All non-public personal information, as defined in the Gramm-Leach-Bliley Act, contained in these documents is confidential and cannot be distributed to third parties, other than the Department and the individual(s) to whom it pertainsFarmers has not marked this information "Confidential" in reliance that the Department will redact all such information before it is further releasedShould you be required for any reason to consider release of this information to a third party without redacting personal information, we ask that you provide us prior written notification so that we can take all necessary steps to protect our customers' interestsSincerely, 21st CENTURY CENTENNIAL INSURANCE COMPANY
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Subject: Copy of Response for Revdex.com Complaint *** To Whom It May Concern: Thank you for notifying 21st Century, of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiryWe sent a written response to our customer today assisting them with
the removal of their son, answering their questions, and providing them with updated billing informationWe thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us

Case: *** To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry. Our review
found this customers recent automobile renewal premiums were impacted by statewide rate changes that were filed and approved by the State of ConnecticutAs an insurer, we strive to keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occurAs costs associated with automobile claims and insurance services continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claimsThese costs can affect the auto insurance premium whether or not the customer has had an accident or claimWhile renewal premiums may intermittently reflect necessary rating adjustments, we will continue to do everything we can to provide our customers with the lowest insurance cost possibleWe have validated that the premium charged by our company was correct based upon the coverages chosen and rates in effectAs a result, we are unable to honor the customer’s request for reimbursementAlthough the customer indicated that that alternate quotes were obtained through other automobile insurance providers, we are not familiar with the rates or coverages offered by other carriersAs such, we are unable to address the customer’s concerns regarding the premium quotes offeredHowever, we did find that the new business quote the customer received through our website included alternate coverages than what were previously provided under their active policy We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us

Case: ***
To Whom It May Concern:
Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry
Our records show that we received notice on August 14, 2015, that the
customer's renewal payment of $was not honored by her financial institutionAs a result, the policy voided effective August 14, 2015, and was assessed a $returned payment feeNotification of the returned payment fee is provided on our automated payment plan statement21st Century strives to review every customer’s request that we receive with due diligence and careBased on our review of the prior cancellations, we are unable to honor the customer's request for reactivation of the policy
We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us
Enterprise Customer Relations