Car Care & Repair

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 inquiryIt is always our intention to provide excellent service to our policyholders, and we regret the difficulties that this
customer experiencedOur records show that the customer authorized his brother to complete the quote and the subsequent policy that was issued with our companyReview found that we advised that the documents were required to be returned to the company in order to maintain the initial premium discussedAs the documentation was not received, the policy premium was adjusted accordinglyWe contacted the customer and provided our contact information should further assistance be requested regarding this matterWe 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

Attached is our response to the above complaint (See attached file: Revdex.com_response[1].pdf) Thank you *** *** *** ***
*** *** * *** *** ***
*** ** *** ***
*** ** ***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They are correct in that the current and past policy were completed by the policy holders direct family. However, as I was the individual completing the current and past policy, I am still not satisfied. During the last policy, I was over charged for "paper work" I failed to receive and then send in. They started automatically debiting my account for more money. I called the company and told them to take me off direct debit permanently, yet this did not happen. They did the same thing this policy, and without my active checking of bank accounts I would never have known. 
Regards,

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

Attached is our response to the above complaint.   (See attached file: Revdex.com response.pdf)   Thank you     [redacted]

Case:   [redacted]
 
 
To Whom It May Concern:
 
Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.
 
Our review found that this customer’s renewal premiums were...

impacted by a state wide rate change that we filed with the state that he resides in. As an insurer, we strive to keep premiums as competitive as possible while providing our policyholders with the protection that they deserve should a loss occur. As cost associated with claims continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claims. We have confirmed that the premiums charged by our company are correct based upon the coverages chosen and the rates in effect. While renewal premiums reflect necessary rating adjustments, we will do everything that we can to provide our policyholders with the lowest possible insurance. We have contacted this customer directly and provided our contact information so we can discuss their concerns.   
 
We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of further assistance, please contact us.

Attached is our follow up response.   (See attached file: Revdex.com_response[1].pdf)   Thank you     [redacted] Senior Consultant - Claims Customer Relations

Case: [redacted] To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond.Upon learning of the consumer’s frustration, the policy was referred to our Actuarial Department for review. Upon completion,...

a member of our Customer Relations Department will respond directly to the insured. The insured has been notified and is in agreement with our action. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

Thank you for allowing me to respond to Ms. [redacted]'s concerns.I have reviewed our file and found that [redacted] requested an online quote for automobile insurance from our company on November 11, 2015. The phone number Ms. [redacted] provided is not associated with this quote.Per Ms. [redacted]'s request, we have added...

the phone number she provided to our Do Not Call list. If [redacted] would like to cancel her quote and no longer receive communications from 21st Century Insurance, she will need to contact our Sales Department at [redacted]. We are unable to accept a request from a third party to modify or cancel [redacted]'s quote. We apologize for any inconvenience this may cause.If you have any additional questions or concerns, please feel free to contact me.

We thank you for the opportunity to review the matter and respond. The loss occurred on January 16, 2017, reported to us on the same day, and assigned to Claims Representative Amy Kovarik.  On January 17, 2017 Claims Representative [redacted] spoke with Mr. [redacted] to begin investigation into...

claim.  Ms. Ray explained to Mr. [redacted] how his loss should be mitigated and on January 23, 2017, a letter was sent reiterating his responsibility to protect his vehicle from further loss and to minimize any expenses associated with his loss including rental car expenses. The claim was reassigned to Claims Representative [redacted] to handle to conclusion due to Mr. [redacted]’s passenger in his vehicle having injuries.  We were able to speak with our customer on February 3, 2017 and our investigation was completed on February 17, 2017.  Ms. [redacted] spoke with Mr. [redacted]’s insurance carrier and confirmed that Mr. [redacted]’s damages were taken care of under his policy and a demand would be sent for reimbursement.  Our records indicate Mr. [redacted] went through his carrier and was reimbursed for his deductible.  We apologize for the time it took however the time period was appropriate. Ms. [redacted] also spoke with Mr. [redacted] at which time he advised that he would providing his rental bill for reimbursement.  We strive to return all calls promptly and we apologize if any of Mr. [redacted]’s calls were not returned. Mr. [redacted] expressed his displeasure with the amount he received for his out of pocket rental expenses.  Rental was considered as part of the damages owed, however our policy for rental does not cover optional coverages such as damage waiver, personal accident insurance, or fuel charges, as these were not incurred as a result of our customer’s negligence. Payment was issued for the full number of requested rental days as well as applicable taxes and fees. Our claims office reached out to Mr. [redacted]’s insurance carrier and confirmed that his policy coverage would have transferred to the rental vehicle and explained that policyholders are informed of this when discussing out of pocket rentals. We apologize that we are unable to provide a more favorable response to Mr. [redacted], however it is our position the actions taken by the claims office are appropriate.  If you have any questions, we encourage you to contact Claims Supervisor [redacted] or Claims Manager [redacted]

As stated in our previoust response, we maintain our net settlement offer is fair and accurately reflects the actual cash value of Mr. [redacted]’s vehicle.  We also maintain his claim has been handled in accordance with Florida Statute 626.9743 and all other applicable statutes.  Our claims department has discussed the appraisal option as described in the policy to Mr. [redacted].   
Should Mr. [redacted] wish to discuss his claim, he may speak with Claims Supervisor [redacted]
Thank you again for the opportunity to review Mr. [redacted]’s concerns and respond.  Should you have any additional questions, you may contact me toll free at [redacted] or at my direct line of [redacted] or by e-mail at [redacted]
[redacted]
21ST CENTURY CENTENNIAL INSURANCE COMPANY

[redacted]
[redacted]
[redacted]

Thank you for notifying Farmers of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.   The claim was for a 7 car accident in which our insured rear ended a vehicle causing a chain reaction damaging a total of 6 vehicles. ...

Unfortunately limits for the property damage were not sufficient to cover all damages to the vehicle involved.   On November 14, 2016 Claims Representative [redacted] met with Mr. [redacted] to estimate the damages which totaled $1,958.54.  Mr. [redacted] did not provide any additional estimates for the damages to his vehicle.    All estimates for damages to other vehicles involved were provided by April 13, 2017 and a release was sent out on April 14 to our consumer Mr. [redacted] with his pro rata offer.  On April 24, 2017 a signed property damage release was received from Mr. [redacted].    Mr. [redacted] also inquired about rental vehicle expenses that were incurred.  Our records reflect that Mr. [redacted] did not submit any rental expenses for payment consideration.   We apologize we are not able to provide a more favorable response, however it is our position the actions taken by the claims office are appropriate.  If you have any questions, we encourage you to contact Claims Supervisor [redacted] or Claims Manager [redacted]

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

March 30, 2017   Re:               Revdex.com ID Number:                  [redacted]...

                    Complainant/Policy Holder:  [redacted]                     Claim Number:                     [redacted]                     Date of Loss:                        December 12, 2016                     Thank you for your letter in regard to the inquiry submitted by [redacted].  In her correspondence, Ms. [redacted] alleged she should have medical payment coverage for the above listed loss.  We appreciate the opportunity to review this matter and respond.   On December 12, 2016, Ms. [redacted] reported that she lost control of her 2013 Dodge Ram and struck a telephone pole.  She also indicated she was treated at the emergency room for injuries sustained in this loss.  At the time of report of the accident, Ms. [redacted] did not have medical payment coverage on her auto policy.    When our office spoke to Ms. [redacted] on December 13, 2016, we did review the claim process and coverage with her.  At that time, she did not dispute that she should have had medical payment coverage.  On December 21, 2016, we also attempted to explain to her the difference between bodily injury, uninsured motorists, and medical payment coverage.  Ms. [redacted] expressed understanding that no uninsured motorist vehicle was involved in this accident so her uninsured motorist coverage would not apply and that she did not have medical payment coverage on her policy.    On March 23, 2016, Ms. [redacted] contacted our office regarding payment of her hospital bill.  At that time, she advised that when she purchased her auto policy with 21st Century Centennial Insurance Company, she requested medical payment coverage. As Ms. [redacted] disputed that she should have medical payment coverage, a coverage investigation was completed.  According to her policy history, Ms. [redacted] policy inception date with 21st Century Centennial Insurance Company was June 21, 2013.  We have no record that she requested medical payment coverage when she purchased her policy or at any other time since policy inception.  Ms. [redacted] received the appropriate policy documents at new business and at each renewal that outlined the coverage she elected.  We were also unable to locate any recorded calls with Ms. [redacted] with 21st Century policy services for the time period that she requested an auto insurance quote.   At this time, with the information that we have available for our review, we have no documentation that supported Ms. [redacted] requested medical payment coverage at the time she purchased her policy.  As such, we are unable to consider payment for her medical bill.  A coverage disclaimer letter has been sent to Ms. [redacted] that outlined our position.    If Ms. [redacted] should have any additional questions, she may contact Claims Supervisor [redacted] or Claims Manager [redacted] Should you require any additional information, you may contact me at [redacted]  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 pertains. Farmers has not marked this information "Confidential" in reliance that the Department will redact all such information before it is further released. Should 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' interests. Sincerely,   [redacted]
[redacted]

Case: [redacted] To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry. As an insurer, 21st Century strives to keep premiums as competitive as possible while providing our customers...

with the protection they deserve should a loss occur. As costs associated with claims continue to climb, it is necessary that we intermittently adjust our rating information to guarantee our ability to respond to claims remains superior. Our records reflect that the noted premium increase was due primarily to a statewide rate revision which may impact a policy regardless of the claims history. Additionally, the insurance premium is established by rating variables that include, but are not limited to: driver characteristics, driving record, age, garaging zip code, vehicle characteristics, vehicle use and any applicable discounts or surcharges. Adjustments to the above information have also been reflected in the renewal premium. We acknowledge the insured’s frustration over the increase and have confirmed that the premiums assessed for the policy represent the most competitive cost of insurance we are able to offer. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us. Sent on: 3/11/2016 12:12:27 PM

Our insured was unhappy with the service they received regarding their tow claim.  the insured was unhappy with the delays and the out of pocket expense she incurred.  Out tow claims are handled through a third party vendor, [redacted].  Our insured had requested a tow and was provided a...

estimated time of arrival of sixty minutes.  The tow vendor did not meet the time of arrival and did not notify [redacted] of the delay.  The tow was not provided for several hours and the insured was charged an out of pocket expense.  At the time the insured filed the complaint with your department she had already spoke with [redacted], and they agreed to send her a goodwill amount of $40.00.  After receiving the complaint our tow department team reviewed the issues and left a message for the insured apologizing for the service delays.  An [redacted] supervisor them reached out to the insured and agreed to issue another $50.00 payment as a goodwill gesture for her inconvenience.  It is our goal to provide prompt and professional service on all claim and we apologize for the delays, which occurred in this instance.

May 31, 2016   RE:      Revdex.com File Number:   11396442             Regarding:                [redacted]             Policy Holder:          [redacted]             Claim Number:        3005863009                      Loss Date:               April 2, 2016   We are in receipt of the follow up from Ms. [redacted].  She did provide additional documentation from her dealership, and the issue is now resolved.  We have accepted liability and are waiting for the subrogation demand from her carrier in order to issue payment.    If you should require any more additional information, I can be reached at [redacted] or by e-mail at [redacted]                                   ...⇄             Sincerely, 21st Century Insurance Company [redacted] Senior Consultant Claims Customer Relations

Thank you for allowing us to respond to our former insured's concerns.I reviewed our file and found that the cancellation fee is valid. A $50 Cancellation fee is assessed on mid-term policy cancellations. Her renewal began on September 16, 2017 and was canceled at her request on November 17,...

2017.  The cancellation fee, as well as the other possible policy fees, is outlilned on the bottom of the renewal declaration in the gray box, on the installment billing notice and by endorsment to the the policy. The fee and the assessment thereof is filed and approved by the CA Department of Insurance. As such, a refund of the cancellation fee is not warranted.We wish Ms. [redacted] the best with her new insurer.Sincerely,[redacted]

...


                                        ...⇄
Case:   [redacted]
 
           
To Whom It May Concern:
 
Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.
 
Our review found that this customer's renewal premiums were impacted by statewide rate changes that were filed with the state that he resides in. As an insurer, we strive to keep premiums as competitive as possible while providing our policyholders with protection that they deserve should a loss occur. As costs associated with claims continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claims. We have validated that the premiums charged by our company was correct based upon the coverages chosen and the rates in effect. While renewal premiums reflect necessary rating adjustments, we will do everything that we can to provide our policyholders with the lowest possible insurance. We have contacted this customer directly to review his policy for possible savings and provided a satisfactory resolution to his concerns.
    
We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

We regret that our explanation regarding the premium increase has not satisfied Mrs. [redacted]s concerns.Our rates and discount eligibility guidelines are filed with and approved by the California Department of Insurance. Filings are publicly available at the Department and include the supporting data and statistics. However, it is not our policy to provide specific loss data or actuarial support information to our customers, nor is there a requirement for an insurer to provide such information to its customers. Rather, the Department of Insurance is the regulatory agency responsible for review and approval of rate filings.On January 20, 2017, we were notified that the concerns Mrs. [redacted] presented to the Revdex.com on January 17, 2017 were escalated to the California Department of Insurance. On January 31, 2017, we sent a letter to Mrs. [redacted] in response to her concerns, and the California Department of Insurance – Consumer Services and Market Conduct Branch also received a copy of our response. Mrs. [redacted] should receive our response within 7-10 business days from the date it was sent.Please feel free to contact me if I can be of any further assistance in this matter.