CareWest Citrus Care

Complaint: [redacted]
I am rejecting this response because:I know that I have the same coverage that I had in [redacted]t but that is precisely the point and this makes me even more frustrated with travelers because it makes me think that travelers did not even read my complaint. The point is that I was not happy with the coverage that I had in [redacted] which is why when I switched over to [redacted] [redacted] the travelers representative to write my new policy  so that if I get involved in another hit and run I want to have a $250 deductible which later I found out is called a $250 collision deductible but the travelers agent did not do what I asked and that is the problem. The reason I know I asked for a $250 deductible was because before I moved to [redacted] I was involved in a hit and run and my deductible was $500 but I wished it was $250 like when I lived in Texas and I had a different insurance company but the reason why I did not argue with travelers was because I knew I did not ask for the $250 deductible within my policy was written for [redacted] but I know for a fact that I asked for a $250 deductible when my policy was written fo[redacted] which is a reason why I am so mad at travelers. I have been a customer with travelers for two years at least and I expected representatives to write me the policy that I ask for. If I did give my authorization it was because I was not aware that I was not given a $250 collision deductible because I just assumed that travelers would write me the policy that I asked for and that I pay for with my hard earned money  and I know that I did not sign anything saying that I accepted the policy.  So again I expect travelers to make their representative's mistake right by either reducing my deductible for claim number [redacted] to $250 like I originally asked travelers to write my policy for or if that's not possible  the other option is to mail me out a check for $150 to make up for the amount of my deductible that I would have to overpay because of a mistake that a traveler's representative made.  
Sincerely,
[redacted]

We received the Revdex.com complaint, your file # [redacted] – [redacted] out of New York, however, we cannot identify his business insurance policy in our system.  We require additional information: Business Name Business Address Policy Number

A response was sent 9/21/2016 outlining what has already been paid out, and that additional documentation would be needed to further evaluate the cost to repair the building.
"We are currently still working with [redacted] on their subrogation/Recovery claim. I note we have fully resolved your Contents...

claim and have a Release for $12,262.93. Your issue is with the Cost to Repair the Building. "
You claim that the cost to repair your building is $65,000. Please forward documentation you have that shows this amount.

A response was sent to Mr. [redacted], 10/23/2015 with an explanation, and it resulted in a $244.66 refund, which he should receive in 5 - 7 days.Regrettably, it was not made clear that your
policy would begin on July 9th during your phone call with our sales
team.  I understand that you called...

us
the day your renewal with your prior company was expiring and we are unable to
offer you same day coverage.  I have modified
your policy for the time you were insured with us and an additional refund of
$244.66 will be processed on your account.Again, thank you for taking the time to reach
out to us.  We are sorry to have lost
your business.  Again, thank you for taking the time to reach
out to us.  We are sorry to have lost
your business.

Complaint: [redacted]
I am rejecting this response because: This response is insufficient, shows lack of concern and/or care, in respect to the entire...

business relationship and customer service and billing issues encountered when I counted on Travelers to represent me as my auto insurance company for which has fallen short.  The company took my payment over the phone and cancelled me with no notification then mailing refund check and statement to an inaccurate address.  Just poor follow up and care. Complete and unexpected disappointment.
Sincerely,
[redacted]

A response was sent to [redacted] 12/29/2015.
Both claims were denied due to policy exclusions.
Additionally, the roof leak claim was reopened, for consideration of documents received from [redacted]'s contractor, however, when Travelers requested a re inspection of the roof, it had already been...

replaced and contractor was just finishing up.  Travelers was not given the opportunity to re-inspect the roof therefore no further consideration could be given.
Contact information was provided in this response to [redacted] if she had any additional questions.

A response was sent to [redacted] on 6/8/2016.
"In light of your correspondence, we completed a review of your policy records. Our review reflects that you purchased your [redacted] auto policy with us on September 28, 2015 by phone.  The policy was issued with a $500 comprehensive and a $500...

collision deductible, which was the same coverage that you had in place on your [redacted]
 
On October 27, 2015, we spoke with you by phone and reviewed the Quote Acceptance Forms that were sent to you for your signature.  We agreed to accept your verbal authorization that the policies were issued with the coverage limits and electronic billing option you requested. 
 
Your collision deductible has been changed to $250 per your request on June 2, 2016.  Based on our review, we are unable to comply with your request to adjust your coverage back to the inception of the policy.  We do not have any record that this was requested at the time you accepted the policy."

A response was sent to Mr. [redacted], July 6, 2015.    Travelers position has not changed, and since Mr. [redacted] now indicates he is represented by an attorney, his attorney should contact Travelers to discuss Mr. [redacted] issues.

A response was sent from Travelers Claim and Underwriting Departments 10/18/2016 under separate cover.   Underwriting responded:  In your correspondence, you have requested that the policy be cancelled and a refund issued to you.  We would be sorry to lose your business.  If...

you have obtained other coverage and wish to cancel your policy, I have enclosed a cancellation request form that you can return to us.  You may also contact your agency, [redacted] for assistance with your request or to review your coverage. Claim responded: Our investigation revealed that we had received an estimate for replacement of a completeheating and cooling system. However, the HVAC company had not provided as requestedinformation on the original unit, cause of damage, or extent of damage found so we coulddetermine what coverage would be available under your policy. The company, DonanEngineering, is independent of Travelers. They were engaged to inspect and provide anindependent opinion to the cause(s) of damage and extent of damage. The forensic technicianfound that the blower wheel failed due to normal wear and tear. The policy specifically excludescoverage for wear and tear. The technician did find a visible leak in the outdoor coil from a nail.There were no other damages found to your HVAC unit. The cost for a service call would be$185, the cost for repair of the leak and to replace the freon would be $500. The cost to replacethe blower wheel would be $150. Even if we include the cost of the blower wheel, which is notcovered by the policy, the total cost of repairs would not exceed your policy $1000 deductible,therefore we are unable to issue a payment for your loss.While we want to provide quality service to you, we cannot pay more than what is covered byyour policy contract. As the covered damages were less than your deductible, no payment wasmade.

A response was sent to [redacted] 2/4/2016, outlining the timeline of payments and all activity on the policy.....resulting in a refund of $3.37.

A follow up response was sent to [redacted] on March 22, 2018 from Troy L[redacted], [redacted] Business Center.  The response advised [redacted] that an additional review of the inquiry was completed and verified the dates refunds specific to the automobile policy were sent to [redacted]'s credit card.  The response reiterated that the balance due is correct and clarified that the balance is for earned premium for insurance provided prior to the policy being cancelled.  Travelers' position remains the same and the request to waive the balance is declined.

A response was sent to [redacted] 6/20/2016 as follows:
"I have reviewed the notes from the account and have no record that you contacted us either by telephone or in writing and requested your policy remain cancelled. We have adjusted the cancellation date of the policy as you are requesting and...

you now have a $0 balance due which has been communicated to our collections partners. No information about the debt was communicated to any consumer credit bureaus.
 
The reason for your policy cancellation as explained in your prior Revdex.com complaint was due to no Travelers Welcome Team interview to verify the rating information of your policy. A change in billing preference would not impact your eligibility for a Travelers policy. "

Travelers' claim manager emailed insured due to he could not reach insured via telephone.  Claim manager confirmed payment for repairs and has set up rental car for four days.  Claim will be settled for insured.  Summary was emailed to insured.

Travelers' underwriting representative has reviewed the inspection report and has also spoken with [redacted] by telephone.  As a result, [redacted]'s policy dwelling coverage has been adjusted to the original amount for which he was provided the original quote.  [redacted] will...

receive updated policy documents in the mail within 7 to 10 days.  A response confirming this information was forwarded to [redacted] as of December 19, 2017.

A response was sent 4/18/2016 to [redacted]
We have reviewed our billing records and find that this transaction was reversed and was not processed against your account, meaning no additional funds were taken from your account.  Within the next few days, the pending transaction will...

no longer appear in your transaction history.

A letter was sent today, 6/8/2016 to [redacted] after several attempts were made to contact her by phone, and discuss her claim.  Travelers is willing to allow the cost of three more days of rental which was $32.28 per day or $96.84, which is based on the cost of a rental plus applicable taxes that extends back to the date of loss.  The Actual Cash Value remains as previously outlined in the Travelers letter to her on May 23, 2016.  The liability decision was made within two business days which demonstrates no delay in handling.  Additionally, the law requires a person who has sustained damages due to the negligence of another to take all reasonable steps to minimize his/her damages.  In this case it would have been appropriate for [redacted] to obtain alternative transportation to and from work on Monday and Tuesday.

Travelers position has not changed, therefore, no response will be sent to Ms. [redacted].

A response was sent 11/6/2017 - a refund was sent 11/1 and an addtl refund was sent 11/6.

A detailed response was sent 11/12/2016 addressing all concerns related to the Auto and Tenants Policies.

A response was sent to [redacted] on 3/29/2016, and working with her bank, it was confirmed she received her refund.