CareWest Citrus Care

A response was sent 10/5/2016..."It was a pleasure speaking with you this afternoon.  This letter is in response to your consumer inquirey and our discussions on October 5, 2016 at around 3 pm.   As we discussed we will enlist the service of an independent engineering firm to...

investigate the damage to the septic system and to provide a detailed report.  We will request the independent engineer contacts you to schedule an inspection.  We will also request that once they have completed an investigation, they expidite the report.""

Claim staff explained how estimates are done with a claim and complainant now understands and is satisfied.

A response was sent 12/11/2015.
I understand that you have replaced your auto coverage with another carrier on September 30, 2015.  Unfortunately, I was unable to locate a request prior to your recent call with our service center on November 23, 2015.
The cancellation of your policy was...

processed effective September 30, 2015.  A refund was sent back to your bank account on November 30, 2015.  I have included a confirmation letter for your records.  No further billing will occur under the policy captioned above.

An additional response was sent to [redacted] from Travelers on 1/20/2016, however this complaint is not available for us to post the response on the Revdex.com website. “The response outlined the timeline of the claim, and after review of the claim our position remains the same and no additional consideration can be made.”   Patricia * D[redacted] | Sr Compliance Consultant | Corporate Compliance, Consumer Affairs Travelers One Tower Square | MS08A Hartford, CT 06183 W: ###-###-####   F:  ###-###-####

A response was sent on June 23, 2015:
Mr. [redacted] was involved in an accident on August
10, 2014; the vehicle had 38142 miles at the date of loss.  Mr. [redacted] chose to use [redacted]
Collision as his repair facility. This repair facility is not a participant...

in
Travelers Direct Repair Program and therefore Travelers does not guarantee any
repairs.
Travelers and Bob [redacted] Collision both inspected Mr. [redacted] vehicle and no damage was found to the engine at this time nor during the
repair process.  Mr [redacted] drove his
car for over 20,000 miles after repairs were made before having an issue with
the engine.
The estimate was prepared and agreed upon with the repair facility
using alternative parts as allowed by the policy. The use of alternative parts was
disclosed in writing through the written estimate and verbally to Mr.
[redacted]. The alternative part Travelers wrote on the estimate for the
radiator carried a lifetime limited warranty, of which [redacted] would not be
responsible for. The use of this part did not void the warranty of any other
part in the vehicle, as protected by federal law.
On May 18, 2015 Travelers was informed of a problem that Mr.
[redacted] had with his vehicle. The vehicle had a mechanical breakdown to the
motor. The speculation at the time was that the radiator may have been the
reason.
 On May 20, 2015 Travelers sent an appraiser to the [redacted]
dealership, [redacted], where the vehicle was located.  Travelers inspected the vehicle with the
technician and service writer and found that the radiator was properly
installed and had no evidence of physical impact. The current mileage on the
vehicle at this reinspection was [redacted]. Travelers also discovered that the
original repair facility, [redacted], had used a vendor of their own
choosing for the radiator.
Travelers at this time attempted to have [redacted]
communicate with [redacted] but there was limited communication. The
original repair facility felt that the engine was the problem.
Since neither repair facility would move
forward to diagnose the true issue and for customer service purposes, Travelers
authorized the removal and testing of the radiator on May 21, 2015. [redacted] removed the radiator and found that the radiator had failed.  Travelers presented this information to the
original repair facility in [redacted], [redacted]. [redacted] refused to remedy the situation. 
They sighted the mileage difference from August 2014 to May 2015 as a
reason for the failure.
Since the damage to Mr [redacted] vehicle is
mechanical in nature and not due to a covered cause off loss, Travelers cannot
cover the loss to the radiator or the engine.

Since Travelers responded on 10/6/2015 to Mr. [redacted]’s complaint, he contacted Tom M[redacted] in [redacted] Business Center and expressed concerns that the two claims should be consolidated into one. We sent [redacted]’s concern to the Travelers [redacted] Claim Office, and they agreed to retain one claim – [redacted] and to void the other claim – [redacted]. Tom M[redacted] has spoken with Mr. [redacted] and he is extremely happy with Travelers.  The details of his policy are not yet worked out. Patricia S D[redacted] | Sr Compliance Consultant | Corporate Compliance, Consumer Affairs Travelers [redacted]  
[redacted]W: ###-###-####   F:  ###-###-####

A response was sent 12/16/2015 - outlining all payments made.
My findings conclude that the balance due was for the time which coverage was provided through August 18, 2015.  In your inquiry to the Revdex.com, you mentioned a payment that was made on the date you requested...

cancellation of your policy.  Unfortunately, our records do not reflect that we received this payment.  Enclosed, please find a summary of your billing activity from May 18, 2015 – October 29, 2015.

Complaint: [redacted]
I am rejecting this response because: I have contacted [redacted]. They are not willing to this repair as...

Travelers estimate and adjustment. Reason:  1. The labor hours total are 15.7 hours from [redacted] but only 12.3 hours from Travelers. The difference: 3.4 X 50 = 170.00.  2. The part: Longo, $542.43, travelers, $378. The difference: $164.43. Total amount is short: $334.43. 
Sincerely,
[redacted]

[redacted]
I am rejecting this response because:  Insurance should cover situations that are unforeseeable  as well as any kind of issues that arise unintentional from the homeowner.  It was unforeseeable and unintentional that the air-conditioner was either improperly installed or improperly vented. Therefore the insurance company should fix the problem and then follow up with recouping their losses by pursuing the installer or the manufacturer  of the air-conditioner.  There should be a further investigation as to what calls the air-conditioner to malfunction as it did and once again that is not something that is the homeowners responsibility but something that should be covered under the insurance.  The heart of having insurance is to cover the major expenses that a home repair or catastrophe could incur on the homeowner. In this situation the heating and ventilation system is a major major expense. This could lead to the entire removal and replacement of the air conditioning system as well as the ductwork. However a further investigation would need to reveal exactly what is the cause and the culprit  of this malfunction or faulty installation. That is not the responsibility of the homeowner but that is the responsibly of the insurance company that covers the entire tea of the home.  If the investigation finds out that the defect in the machine was due to faulty maintenance on the part of the homeowner then it would make sense that Insurance agency does not pay further.  However that investigation was not conducted at the home when the insurance appraiser went to the home and spent time reviewing what damage was done to the home. Because the damage is just as important as the damage done. Therefore the investigations  is incomplete. In conclusion as recommended in the first letter that any logical person would see that an unforeseeable and unintentional destruction of property should be covered under homeowners insurance.   If the homeowner intentionally inflict harm upon his home then that would not be covered however the home itself is what is to blame. If insurance doesn't cover this then it doesn't make sense but insurance to cover anything else. 
Sincerely,
[redacted]

A response has been sent to [redacted] today, 2/9/2016, with an explanation as to why the cancellation of the policy stands, due to not providing the requested documentation that some repairs were corrected.

Travelers position remains unchanged, therefore, no additional response will be sent.

Complaint: [redacted]
I am rejecting this response because: I have not heard from anyone regarding my complaint
and/or resolution including from the Connecticut Department of Insurance. Can some one please update me on the status and final decision.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After being notified on July 14, 2016 that [redacted] (who is part of the reason I had to contact the Revdex.com in the first place) was not to contact me in any way (phone, email, in person, etc.) Traveler's has apparently instructed her to contact me in regards to the diminished value claim. That is completely unprofessional and not acceptable. I have already emailed Cory Blankenship to inform him of the issue and I am awaiting his response.
Sincerely,
[redacted]

[redacted] - Travelers Home Owners Insurance
Complaint: [redacted]
I am rejecting this response because:  I received the letter from Travelers and spoke with them about this letter.  In fact, it is NOT correct by their own admission.  The representative I spoke with, Mr. Thomas M[redacted] was also rude and tried to tell me there would be no further conversation on the matter and this was Travelers final decision.  And, by the way, please know you and Travelers certainly have my permission, by virtue of this filing, for my consent to address the my file.  What a BS statement saying they can't address the specifics of my policy.Travelers states there were four claims during the 4 or 5 year period of review (no clarified timeline in their letter of November 17, 2015), and stated only two of the claims were weather related.  In fact, upon questioning, Mr. M[redacted] at Travelers admitted 3 claims were found to be weather related; two claims on the same roof problems during this past October 2014-March 2015 winter with record setting snow accumulation and one prior weather claim back in 2011.  Kindly confirm the total amount of the three weather related claims in four years is less than $13,000 to cover repairs.  The claims DID NOT replace a kitchen, or something of more substantial nature. The 4th and final claim in May/June 2014, was the for the loss of a small hearing aid, in a public place.  I believe the amount received after the deductible was less than $850.These claims are what we have the policies for.  They are certainly NOT out of the ordinary nor excessive in total amount for a four year period, especially when there is severe New England weather.  Travelers should be required to review my 35+ year history of home owners, property and other insurance and my premiums paid.Travelers should 1) promptly reinstate me with 2) full apology, 3) apply retroactive group policy customer discounts, 4) receive credit for senior benefit / inconvenience / stress and 5) be given full reimbursement for the cost of having to change insurance policies to a much higher rate and necessity for me to pur[redacted] an additional liability policy to satisfy [redacted] Bank, my mortgage lender.  In fact, treble damages should be stressed.I am ready and willing to be interviewed by the [redacted] and [redacted] news media and will also consider asking a major Connecticut TV/Radio Network launch their own investigation.  If these minimal losses over a four year period cause Travelers to cancel long-time, loyal, senior customers, they should be publically humiliated and fined, accordingly.Kindly continue your excellent Revdex.com/CT efforts for proper customer service and satisfaction.  Thank you very much and kindly confirm receipt of this continued complaint. 
With kind regards,
[redacted], [redacted], ** 01810  [redacted]

A response was sent today 7/21/2016....at the time Mr. Abbey was added as a licensed owner to auto policy there were no accidents of violations reported to Travelers and the policy was rated accordingly.  Upon renewal Travelers obtained a Motor Vehicle Report which reflected a major violation,...

previously unknown to Travelers.  As a result physical damage coverage was removed as of the 2016 renewal and coverage placed within the [redacted]a Reinsurance Facility. Copies of that notification were enclosed with the response letter.  Regarding the personal articles policy....bills had been mailed however payment was not received.  Additional documents were sent (copies provided with the response letter) and policy would reinstate if payment received by August 14, 2015, the policy was not reinstated because payment was not received.

Complaint: [redacted]
I am rejecting this response because:
As stated in my initial contact. ...

Travelers never made replaced drywall and baseboards a condition upon which my policy could be cancelled.
The removal of the drywall and baseboards occurred over two years ago during the first water/sewage loss. I was not reimbursed for the anything but mitigation services.
I expect to be informed of the conditions of the service provided by Travelers. Providing documentation of fixing the drywall and baseboards was not stated as a condition for continued coverage in any letter or documentation sent to me from Travelers.
The sudden cancellation is due to me using my policy like a paying customer does. The purpose for paying for coverage is to ensure that losses to the payee are covered. It is not to pay a large company year after year simply to be paying.
My basement is not dangerous, is not exposed to the outdoors, or out of compliance with any laws that exist. I use my basement regularly.
If lack of drywall and baseboards were hazardous, houses today wouldn't contain exposed brick as a desired aesthetic. Again, using lack of drywall and baseboards is simply pretext to deny paying customers coverage for losses suffered to no fault of their own.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting...

this response because: Traveler's is lying and has not done anything to resolve the issues. A manager did  NOT call me, after making my complaint and asking for a manager to call me (prior to my Revdex.com complaint), the claims handler employee was told that I called to make a complaint about her service and she emailed me instead of Marcus her supervisor. Marcus is a supervisor, not a manager, I wish to speak to senior manager, or anyone all the way to to CEO/COO. Also, Traveler's is going to need to cover the rental car for the entire time my car was at the shop, not just randomly choosing to pay for 4 days. I picked the car up on Monday and have not heard anything back from the shop as to when my car will be complete. Today is Friday, that is 5 days. To add to the issue, apparently Travelers got into an argument with the auto-body repair shop and is trying to rip them off by giving them less money than the standard repair rates. They are trying to repay them about $150 less. Unless these issues are fixed, there is need for Travelers to waste time trying to get me to "accept" a resolution and the more time of mine that is wasted, the more comp1. A phone call from a SENIOR MANAGER or above. They can provide me with his/her name and # and I will contact them.2. Travelers agrees to cover the rental car for the ENTIRE time that my car is being repaired, not randomly selecting 4 days3. Enough of my time has been wasted where I think we should be discussing how they will financially compensate me for wasting so much of my time, perhaps 50% of next 6 months insurance, I'm open to reasonable options. My time is very important and I should be compensated in some way for the loss. Otherwise I can start looking at small claims lawsuit options, I have an attorney on retainer at all times.4. Travelers pays for my car to be fixed and stops trying to rip the auto-body repair shop off and insisting they take shortcuts repairing my car.This list is very reasonable and clear. Hopefully Travelers decides its time to start providing good service to long-term customers like myself.
Sincerely,
[redacted]

A response was sent to [redacted] on March 19, 2018 from Troy L[redacted], [redacted] Business Center.  Troy L[redacted] completed a thorough review of [redacted]'s Travelers homeowners policy and found the policy was issued effective August 11, 2017.  Our records reflect that [redacted] contacted our...

service team at Travelers on October 6, 2017 and requested the policy to be cancelled effective September 8, 2017 due to her obtaining coverage through another carrier.  [redacted] was billed for earned premium on October 10, 2017 for coverage provided effective August 11, 2017 through September 8, 2017.  On October 17, 2017 [redacted] contacted the service team at Travelers and advised that she did not close on the home until Septemeber 8, 2017; at that time, our service team requested supporting documentation of the closing date and the email address and fax number to forward the information to.  No information was received so the policy cancellation date was not revised; since we did not receive payment, the balance was sent to collections.  In review of the information now available, Travelers was able to verify the closing date and has adjusted the cancellation date to August 11, 2017 and the balance due is $0.  Travelers respectfully declined [redacted]'s request for compensation.

An additional response was sent 8/18/2016.
Travelers relies on valid information being provided to us to accurately rate and underwrite policies. At the time Mr. [redacted] was added as an additional driver, no prior accidents or violations were reported to us and the policy was rated accordingly.
 
Motor Vehicles Reports are routinely refreshed, and any incidents for which we previously unaware are incorporated into our records. In this case, when this was done, the incident history disqualified the risk from continued coverage in the Voluntary market.

A response was sent to [redacted] on March 5, 2018 from Troy L[redacted], [redacted] Business Center.  Troy L[redacted] extended his sincerest apologies for [redacted]'s agency experience and advised [redacted] that her feedback has been sent to the appropriate parties for review.  Troy...

L[redacted] also advised [redacted] that our records reflect that she contacted our service team Februrary 4, 2017 and the mailing address was updated as requested.  In review of the billing history, Troy confirmed that the renters and auto policies were cancelled effective October 6, 2017 as requested; a refund specific to the auto policy was sent to [redacted]'s credit card on November 9, 2017.  On November 28, 2017 Travelers was informed by [redacted] that [redacted] disputed a charge on October 27, 2017; since the policy was already cancelled and the unearned premium for the auto policy was refunded, the balance due is correct.