Cason Construction, Inc.

Prior to going onto the website, I called in a few days earlier to verify the vehicle could be covered, and was told it couldWhich is why, after getting quotes from a couple other agencies, decided to go with Safe AutoThey are only offering to re-emburse $25, of the $they charged me by misleading me, and only carried a policy with them for approximately one hour, before calling in, and cancelling, because they weren't able to cover my vehicle, after telling me they could.
Regards,
*** ***

Dear *** *** I am responding to address *** ***’s rejection to my previous response in accordance with file number *** On March 20, 2015, I tried to reach *** *** via phone in an effort to resolve her concernsI left a voicemail with contact information and she has not returned my call. *** *** has indicated that she returned the signed forms via fax and was told that she had to call back after sending in order for the fax to be received and she was not aware of this processWe do not require customers to call after sending a faxHowever, faxes do not always come through legible and therefore the representatives will tell customers to call back to confirm the faxes were received. *** *** has indicated several times that had difficulties with our login process and was not able to retrieve her documentsI understand that she called our service department and disconnected due to the extensive hold timeOur service department is open hours/days a week. We regret the unfortunate situation that *** *** has experiencedIn an effort to provide exceptional service to a long-time customer, we have agreed remove the $balance as a courtesyIf you have any questions, please feel free to contact me. Sincerely,*** *** ***Customer Contact Center###-###-####, Ext***###-###-####, Fax***

I am writing in response to your 5/28/letter regarding a complaint that was filed by ***
***Ms*** complained that her claim was taking too long to resolve.Claim chronology: The accident occurred on 1/9/and was reported to SafeAuto on the samedayMs***' vehicle was rear
ended by an uninsured motoristAs a result of the accident,Ms*** suffered bodily injury.On 1/15/15, the claim was assigned to *** *** for handlingMr*** called Ms***that day and explained the claims process to herMs*** was planning on seeking furthertreatment for her injury, so it was agreed Mr*** would follow up with her at a later date.On 2/19/15, Mr*** spoke with Ms***Despite not having any of her medical recordsor bills, Mr*** offered to settle her injury claimMs*** declined the offerIt wasagreed that Mr*** would send Ms*** a medical authorization fern, which wouldallow us to obtain copies of her medical bills and recordsThe form was sent to Ms***that same day.On 3/30/15, SafeAuto received the signed medical authorization form from Ms***On4/10/15, the medical authorization was forwarded to *** *** *** *** ***).*** was instructed to obtain medical records and bills on behalf of SafeAuto for the purposeof evaluating Ms***' claim.On 5/14/15, Mr*** spoke with Ms***He checked the status online and advised herwe were still waiting on receipt of the medical recordsOn 5/20/15, Mr*** again checkedwith *** on the status of the medical records, and they were still outstanding.On 6/1/15, Mr*** spoke with *** to inquire as to any change in status, since when he lastcontacted them on 5/26, he was advised that the website was accurate, and that we were stillwaiting on the entire records package from *** Clinic, and we were stillwaiting on the Billing Statement from *** HospitalThe Claim Representative from***, *** ***, advised that he would contact the providers in an effort to obtain a moreaccurate status for usOn 5/26, he stated that both providers could only advise that the requestshad been made, and could not provide any more specific information.Today, one week later, the status remains unchanged*** advises that they have not receivedanything from either provider, but they have not gone through their mailings from Saturday ortodayThey advised that they would contact Mr*** later today to advise if anything came inover the weekend or today regarding *** or ***.Mr*** thereafter contacted Ms***, to speak with her regarding this statusThey talkedat length, and the conversation was very friendly and professionalHe explained to her in detailthe entire process, from requesting a medical authorization, through review and evaluation ofrecords, and ultimate settlementShe acknowledged that the providers had advised her that theytoo use a 3rd party to process a patient's records, and we agreed that it is clear that the records arewith the 3rd parties retained by the providers, to be transmitted to our 3rd party provider, ***It was agreed that Mr*** would continue to closely monitor the status of her claim with***, and she could feel free to regularly check in with him on the status, until such time as Ihave received all of the requested records from both *** and ***.Should you need anything additional, I can be reached Monday - Friday, from 8:a.mto 5:00p.mEDT.Respectfully,*** *** ***###-###-####

***
I sent an email to *** *** on 02/06/to check on the status of the audio recording and received the response below. We are still waiting for her to provide the audio for review and have not received anything to date
Sincerely,
*** *** ***###-###-####
*** ***,

To Whom It May Concern:I am writing in response to your 01/22/letter regarding a complaint that was filed by *** ***Claim chronology: The accident happened on 08/07/The claim was reported to SafeAuto - on 08/14/at 1:pm and assigned to adjuster *** ***It was
reported that the additional driver of our policy holder was backing out of a driveway and hit the parked unoccupied vehicle of *** *** which was also in the drive way.On 08/14, *** *** placed a call to insured *** *** in which there was no answer. Recording stated not accepting calls at this timeAlso, the adjuster attempted contact with ***
*** and left a message for a return callAt 3:pm, *** *** returned the call and his statement was given regarding the accidentAt this time, a preferred shop was set up to handle damages to the claimant vehicle.On 08/15, *** *** placed a call to the insured in which there was a message that incoming calls are not accepted.On 08/19, *** ***l, who is an additional driver on the policy, returned a call to the adjuster and gave her statementA liability determination was made at that time.On 09/02, the estimate was received for *** *** for the amount of $1,Payment was issued to the preferred shop provider Innovations.On 09/15, *** *** called and stated he wanted the check sent to Innovations stopped, if possible, because he was choosing a different body shopAlso, adjuster *** *** emailedInnovations to return check to us due to claimant choosing a different body shop*** *** is assisting while *** *** is out of the office.On 09/24, *** *** returned a call to *** *** and advised we have not received the refund from Innovations yet, but would issue a check to him once the refund was received.On 09/26, *** *** received an email from Innovations stating the check for the amount of $1,had been refunded*** *** called *** *** advising him the check in the amount of $1,had been issued to himThe address the check was issued to was *** **
*** *** *** ** ** ***On 10/20, *** *** returned a call to *** *** advising him the check to him cleared on 10/06/2014.On 10/22, *** *** received a copy of the check that was sent to *** ***On the check, it is signed by *** *** and *** ** ***The adjuster called the claimant and left a message advising a copy of the cleared had been received.On 10/24, *** *** called to see if a copy of the cleared check was mailed to himThe adjuster advised him it was.On 11/19, Adjuster *** *** returned a call to *** ***, an Inspector of USPIS, and emailed a copy of the cieared check to him at ***On 01/27/15, I called *** *** and left a message for him regarding completing a forgery and alteration affidavit for the check in questionOnce the affidavit is completed we will attempt to recover the money from the bank that cashed the check.Should you have any additional questions, please feel free to contact me

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

Dear *** *** This letter acknowledges receipt of your correspondence dated 03/24/2015, regardingthe concerns of *** *** ***ID number *** On 02/13/2015, *** *** received a quote through our website and disclosed one accidentAt 8:25am, she started an
insurance policy with Safe Auto Insurance Company through a representativeThe representative confirmed the one accident and also stated at the end of the call if other violations or accidents are discovered the premium could increase. We received the CLUE (Comprehensive Loss underwriting Exchange) report which revealed that *** *** had two at fault accidentsThis caused her rates to increase. On 03/18/2015, *** *** called in and requested to cancel the policyShe was asked to send in a written requestWe received the request the next day and the policy was cancelled effective 03/19/at 11:03am. In further review, *** *** was not advised of the 90% pro rata cancellationTherefore, we will refund her the short rate penalty she was chargedThe refund will be $in addition to the $she already received. *** *** will only be charged for the days of coverage with our companyShe was insured from 02/13/through 03/19/The six month premium was $$1383/days = $7.60/daydays at $= $258.40*** *** paid a total of $The total refund will be $221.60. If you have any questions, please feel free to contact meSincerely,*** *** ***Customer Contact Center###-###-####, Ext***###-###-####, Fax***

This matter has not been resolvedSafe Auto's response was that they would "attempt" to recoup funds from the bank who cashed the forged checkAs a consumer who paid for services, I should not have to wait to receive what is owed to me An insurance company should know that they are not exempt from liability and should carry such insurance for their business. I submitted the affidavit stating that I did not receive or cash the initial check that was forgedI am requesting that payment be reissued within business days

Dear *** *** This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID number ***. *** *** started an insurance policy with our company on 04/08/at 15:through our websiteLater that day, he called in and
requested a quote for comprehensive and collision coverageHe was advised by a representative that we could not offer him this coverage based upon the year of his vehicle *** *** requested to cancel the policy on 04/08/at 17:47. I would like to point out that we have a pon our website when a loss payee is listed with only liability coverage*** *** acknowledged the pbefore purchasing the policy. We regret that we were not able to offer *** *** the insurance coverage he requiredIn an effort to resolve his complaint, we will refund the $cancellation fee. If you have any questions, please feel free to contact meSincerely, *** *** *** Customer Contact Center ###-###-####, Ext###-###-####, Fax***

Dear *** ***This letter acknowledges receipt of your correspondence dated March 11, 2015, regarding theconcerns of *** ***.This claim was reported to SafeAuto on 12/4/*** *** reported that on 12/2/2014our insured driver *** *** rear ended his vehicle on ***
*** Road in*** **.On 12/4/14, *** *** faxed SafeAuto a copy of the police reportThe report confirmed thefacts of lossOn 12/7/14, SafeAuto attempted to reach our insuredOn 12/9/14, SafeAuto called*** *** leaving a message for a return callOn 12/12/14, SafeAuto spoke to **.*** He advised he wanted his vehicle inspected, and at that time, SafeAuto scheduled hisvehicle to be photographed for damage assessmentOn 12/17/14, *** ***'s estimate for$was completeOn 12/23/14, SafeAuto still had not reached our insured; however, weutilized the police report to accept and confirm liabilityA payment was issued to *** ***in the amount of $721.03.On 1/6/15, SafeAuto authorized a rental for *** *** ***'s body shop beganrepairs on 1/12/On 1/16/15, Safe Auto approved an additional supplement in the amount of$This brought *** ***'s vehicle damage total to $*** ***'svehicle is in the process of being repaired.In conclusion, SafeAuto has paid for the damages to *** ***s vehicleSafeAuto regretsnot meeting *** ***'s expectations.If you need any additional information, feel free to contact me.Sincerely,*** *** ***###-###-####

Dear *** ***
This
letter acknowledges receipt of your correspondence dated 02/09/2015, regarding
the
concerns of *** *** ***ID number #######
On 01/30/at 20:35,
*** *** started an insurance policy with Safe Auto Insurance
CompanyPolicy
number ***At 21:38, *** *** called in and requested to cancel the
policyHe stated that he would be staying with his current carrier
I called and spoke with
*** *** on 02/10/2015 and since he was already insured, I requested that he send in
proof of other coverage showing that he was insured the same time he took out
the policy with our companyHe emailed the proof of insurance and we processed a refund to go out in the amount of $This is in addition to the refund we already mailed on 02/03/for $This totals the full amount that he paid to our company of $118.00.
If you have any questions, please
feel free to contact me
Sincerely,
*** *** ***
Customer
Contact Center
###-###-####,
Ext.####
###-###-####,
Fax

the informationn Safe auto gave reguarding my auto insrance policy is false, I paid for months of coverage which is $for 6months coverage. 8/14/2015 was when my policy was due not before that it even shows this on my policy. Safe auto is lying about only paying quarterly ,if that was the case then they would have to explain a double rate hike in my policy which they have not doneNor would I have accepted that much of a rate hike for my policy with them. *** insurance covered my auto insurance for $ 154.00 for a six month policy. So I know exactly how much I have paid for auto insurance with safe auto in the past and it was never as high as they seem to suggest it is now. To me Safe Auto is a dishonest company that is taking advantage of its customers and I am glad I am no longer a customer with them. As far as I am concerned they can keep the money they owe me for the three month I had left on the policy. I just want to make it clear I will never do business with them again and I will tell everyone I know not to have anything to do with them for their dishonesty and poor customer service Their customer service representative went out of their way to be disrespectful to me when I called them about this problemSo whatever they say is an outright lie, they just want to save what reputation they have left in order not to look bad in the publics eye. Im sure I am not the only customer they have done this with and it would not surprise me that their are hundreds more like me that have not complained.
Regards,
*** ***

Dear *** ***I am writing in response to your 01/26/letter regarding a complaint filed by **.*** *** states in her correspondence that SafeAuto has not provided herpayment for the damages to her car involved in the accident on 12/29/2014.Claim chronology: On 12/29/Ms
*** *** filed a claim with SafeAutounder the Property Damage coverage on *** ***'s policy under claim # #####advising the date of loss as 12/29/2014.On 01/05/the SafeAuto adjuster contacted Ms*** *** by phone and took herinitial statement*** indicated that she was involved in an accident on *** ***tin *** in which the vehicle driven by *** *** merged from the left lane intothe right lane because of an oncoming ambulance and struck the vehicle being driven by*** that was already established in the right laneThe damage to ***'s vehiclewas described as being to the driver's side front door and bumper*** states that nopolice came to the scene of the accident.On 01/08/the SafeAuto adjuster contacted Ms*** *** by phone and tookher initial statement*** indicated that during the accident she attempted to mergeher vehicle towards the curb lane from the center lane because of an oncoming ambulanceand while *** was merging to the right the vehicle being driven by *** that wasin the curb lane began moving over to the left and struck the passenger side of ***'svehicle*** states that no police came to the scene of the accident and that she didnot feel she was at fault for the accident.On 01/08/another SafeAuto adjuster contacted Ms*** *** by phone totake an additional statement to try and clarify the disputed liability issue***reiterated her previous statement that the vehicle driven by *** *** mergedinto her lane and struck her vehicle*** indicatcd that no police report was written atthe scene that no witnesses saw the accident but that she did have a recording of ***admitting fault for the accident*** agreed to email a copy of the recording to theSafeAuto adjuster*** was informed that the claim had disputed liability and once aliability decision was finalized she would be contacted.On 01/12/the SafeAuto adjuster contacted Ms*** *** by phone and wentover the estimate of damages to her vehicle and advised her that liability was still beingdisputed*** wanted to know if she filed a police report if that would help determineliabilityThe SafeAuto adjuster advised *** that the police report was not done at thescene and would not include a statement of facts from *** *** and thereforewould not help clarify the liability*** was advised that the liability investigation isstill pending a clarifying statement from *** *** or the recording that ***was going to provide in which *** admits fault for the accident.On 01/14/I received an email from Ms*** *** stating she was upset abouthow her claim was being handled and that she had a voice recording from *** statingshe was at fault, pictures of ***'s vehicle at the scene and a police reportI sent areply email to *** to forward all of the information she has for review and that theclaim is under a liability investigation.On 01/15/I received an email from Ms*** *** stating she was upset thather concerns were not addressed and she would be filing a complaint with the Revdex.com andincluded an attachment for a Police report that was written on 01/15/I sent aresponse acknowledging ***'s concerns and that she can send any documentationdirectly to me in the futureThe police report that *** sent was reviewed and thereport was not done at the scene of the accident and does not include a statement from*** *** therefore the liability investigation remained open.On 01/29/the SafeAuto adjuster contacted Ms*** *** by phone to takean additional statement to try and clarify liability*** reiterated her previousstatement that the vehicle driven by *** *** struck ***'s vehicle as ***was attempting to get out of the way of an oncoming ambulance*** states that***'s vehicle was moving as the ambulance was approaching and that *** was onher cell phone at the time of the accident*** was advised that the liabilityinvestigation is still ongoing.Conclusion: At this time the liability investigation remains open and undeterminedMs.*** *** has stated she can provide definite evidence in the form of a recording of* *** admitting fault for the accidentDue to the conflicting nature of eachparties statements, no witnesses, no on-scene police report or any video evidenceSafeAuto feels it is necessary to review the audio recording before finalizing the liabilitydecision and resolving payment for any damages to *** ***' vehicleIf you needany additional information, feel free to contact me.Sincerely,*** *** ***

Dear *** *** This letter acknowledges receipt of your correspondence dated 03/16/regarding the concerns of *** *** with your complaint number *** On 01/31/at 4:p.mET, *** *** started an insurance policy with SafeAuto Company (policy
number ***) and made a payment of $On 02/02/2015, *** *** called in and requested to cancel the policyShe was asked to send in a written request. *** *** called regarding her refund on 02/10/She was then advised to send in proof of other insuranceWe received proof of her new insurance on 02/25/2015, in which the policy took effect on 02/03/2015. The policy was cancelled effective 02/03/*** *** will only be charged for the days of coverage with our companyA refund of $has been credited back to *** ***’s Visa card. I called *** *** today and left a voicemail advising her of this outcome. If you have any questions, please feel free to contact meSincerely, *** *** *** ###-###-#### ###-###-####***

Dear *** *** I am writing in response to our 03/02/letter regarding a complaint filed by *** *** *** states in her correspondence that SafeAuto has not removed her vehicle involved in the accident on 1/11/from storageClaim
chronology: On 01/15/*** *** *** filed a claim with Safe Auto Insurance Company under the Property Damage coverage on *** ***’s policy under claim # *** advising the date of loss as 01/11/On 01/15/15, 01/19/2015, 01/20/the SafeAuto adjuster attempted to contact *** by phone and left messages to speak about her claimOn 01/23/the SafeAuto adjuster received a voicemail form *** stating that she could not get her vehicle the Honda Accord out of the storage lotThe SafeAuto adjuster returned the call and left a message for *** stating that because *** does not have Collision coverage on the Honda Accord and the drive of the vehicle was not listed on her policy and presented a potential coverage issue that the Honda Accord would not be repaired or moved out of the storage at this timeOn 01/23/the SafeAuto adjuster took a recorded statement with *** *** *** regarding the accidentAt the conclusion of the statement *** was advised that due to the vehicle not having Collision coverage and the coverage issue presented by an unlisted driver driving her vehicle that she would need to get the vehicle out of the storage lot on her own*** inquired about her Uninsured Motorist Property Damage coverage and if it would apply to this accident because the police report indicated that the other driver was uninsuredThe SafeAuto adjuster advised *** that the UMPD coverage would not be able to be used until further investigation could be completed and that she would still be responsible for any towing and storage fee at this timeA letter was sent from Safe Auto Insurance Company after the call to *** making her aware of the pending coverage issue as well as advising her that no additional storage fees would be consideredOn 02/02/the SafeAuto adjuster contacted *** *** *** by phone and left a message stating that the coverage issue of the Unlisted Driver was cleared and that we would be able to proceed with the claim and move the Honda Accord out of storageAfter hanging up with this call the SafeAuto adjuster immediately called *** back and left a message that he made a mistake and that because the Honda Accord did not have Collision coverage that the vehicle could not be removedOn 02/09/I received a call from *** *** stating that her vehicle should be covered under the UMPD coverage and that we had told her that we would remove the vehicle from storageI advised her I would review the claim with the adjuster and then contact her backUpon reviewing the claim with the adjuster it was determined that the driver of Honda Accord was liable for the accident for turning in front of a vehicle that had the right of wayDue to the driver of Honda Accord being found at fault for the accident Safe Auto Insurance Company was unable to proceed under the UMPD portion of coverage for this claimThe SafeAuto adjuster called *** and left a message advising her that no coverage would be available for the damages, towing or storage fees for the Honda AccordOn 02/13/the SafeAuto adjuster returned a voicemail from *** *** *** inquiring on the status of the claimA voicemail was left for *** advising her that due to driver of her vehicle being fault for the accident that Safe Auto Insurance Company would be unable to assist her with the damage, towing or storage fees for the Honda Accord*** returned the call and stated she received a voicemail advising that her vehicle would be moved out of storageThe SafeAuto adjuster explained that he left a message correcting the voicemail immediately afterwards and that SafeAuto would not be able to assist with the damages, towing or storage for her vehicleOn 02/13/I spoke with *** *** *** and advised her that I reviewed the calls and that on multiple occasions she had been advised that SafeAuto would be unable to move her vehicle*** felt that she was told in a voicemail that the vehicle would be movedAdvised *** that immediately following that call the adjuster called her back and left another message advising her that we would be unable to move the vehicle out of storage*** then ended the call stating she would seek legal counsel and then hung up the phoneConclusion: At this time Safe Auto Insurance Company is unable to assist *** *** *** regarding the damage, towing and storage fees to her Honda Accord due to the facts that the vehicle did not have Collision coverage on it on the date of loss and being unable to proceed under her Uninsured Motorist Property Damage due to the driver of her vehicle being found at fault for the accident*** *** *** was advised multiple times throughout the claims process that she would be responsible for her vehicle and in regards to a voicemail advising her differently the SafeAuto markcalled her back immediately and left a message regarding the mistake and that her vehicle would not be moved from storageThe consistent message that was delivered to *** *** *** from the first conversation on 01/21/was that she would be responsible for the damage, towing and storage fees for her vehicleSincerely, *** *** *** ***

Dear *** ***:I am writing in response to your 3/1/letter regarding a complaint that was filed by *** ***.Claim chronology: The accident happened on 2/2/The claim was reported to Safe Auto on2/3/at 12:pm and submitted as an Incident Only claimIt was assigned to
adjuster ***; however when an Incident Only claim is submitted the adjuster receives no notification anda formal claim is not opened.On 2/9/2015, *** *** called in and spoke with a separate adjuster *** *** who changedthe Incident Only into a formal claimAt the same time, *** *** was assigned to handle the claim.On 2/9/2015, *** *** attempted contact with our insured by phone but was unable to leave avoicemail, she also mailed a contact letter and sent an e-mail.On 2/13/*** *** received a call back from *** *** and was provided the name of a bodyshop where *** *** wished to repair her vehicle*** *** sent a request to the body shop foran estimate on *** ***'s vehicle.*** *** attempted contact with the insured on 2/13/2015, 2/17/2015, 2/1912015, 2/23/2015,3/2/and was never able'to obtain a statement from the customer in regard to the facts of the loss.On 2/19/*** *** contacted *** *** and advised that she was still waiting on thestatement from our insured and that *** ***'s estimate was being reviewedOn the same day,appraiser *** *** left a voicemail for *** *** going over the estimate.On 2/23/the adjuster left a message with the *** adjuster requesting a copy of the policereport.On 2/23/2015, *** *** attempted to contact *** *** at ###-###-#### twice with no pick upand voicemail was not setup*** *** also tired ###-###-#### three times and each time receiveda busy signal.The police report was uploaded to the file Friday 2/27/and reviewed on Monday 3/2/2015.Liability was accepted and *** *** made contact with *** *** on 3/2/advising thatliability has been accepted and issued a payment for *** ***'s damages in the amount of$1,478.86.If you need any additional information, feel free to contact me.Sincerely,*** *** *** ***###-###-####

*** ** ***
*** ***
*** *** ***
*** *** ***
*** *** ***
This
letter acknowledges receipt of your correspondence dated 12/30/2014, regarding
the
concerns of *** *** ***ID
number ####
Please be advised that
I have been trying to contact *** *** to resolve his issue without success
In order to refund any overdraft charges, I will need a copy of his bank
statement with a running balance that details the fees he has incurredOnce
provided, we will refund the fees to him
Please
be advised that I have also provided *** *** with a detailed letter which
responds to his specific concerns
If you have any questions, please
feel free to contact me
Sincerely,
*** *** ***
Customer
Contact Center
###-###-####,
Ext#######-###-####,
Fax***

I am responding to the complaint filed by [redacted] in regards to a premium change and cancellation.   On March 30, 2017, [redacted] started a policy with our company online through our website. At the time of the quote, Ms. [redacted] was quoted with one minor moving violation....

The six-month premium was quoted at $520.  Ms. [redacted] made a payment of $127 to start the policy. This included a $40 non-refundable application fee. This is disclosed under applicable fees on our website on the payment screen as well as on the policy application.  Ms. [redacted] called our office to cancel, she was advised we required the request in writing. She emailed us a request to cancel the policy. The policy was cancelled on March 30, 2017 at 11:10 PM.  A refund of $87 was mailed today, April 3, 2017.  Check number [redacted]   In further review, the rates would’ve increased as an accident was not disclosed at the time of the quote and was later discovered on the Comprehensive Loss Underwriting Exchange (CLUE) report. This was discovered after Ms. [redacted] requested to cancel her policy.    If I can answer any other questions, please don’t hesitate to call or email me.   Sincerely,   Casey M[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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I am writing in response to your email regarding a...

complaint that was filed by [redacted]. [redacted] complained that Safe Auto Insurance had not paid for the damage to her vehicle.
[redacted] reported her vehicle was stolen on 9/11/14 and notified Safe Auto Insurance the same day. the file was assigned to adjuster [redacted]
[redacted] spoke to [redacted] the same day and was informed the vehicle had been recovered. [redacted] has been investigating the claim since she received the file. The vehicle was inspected and was determined to be a total loss. [redacted] was informed several time that we needed to obtain the theft report, recovery report and cell phone records before we could finalize our investigation. Additionally, a theft affidavit was sent to [redacted] for her to fill out, sign, notarize and return to us. [redacted] received the theft affidavit on 10/14/14 and [redacted]'s cell phone records on 10/22/14. [redacted] spoke with Officer Allenswrorth from [redacted] State Police and was told that he would be faxing it to her, however, [redacted] did not receive the reports. [redacted] assigned the file to SIU to assist her in obtaining the reports. As of today, [redacted] has not received the theft report of the recovery report.
As soon as we receive these reports, we will review the documents and determine the next course of action.
Since policy documents may contain information protected by privacy laws, we cannot disclose these documents to the Revdex.com without our insured's consent. I have included an authorization form, which would need to be signed by our insured before we can release any further information.
If you need any additional information, feel free to contact me.
Sincerely,
[redacted]
###-###-####

Dear [redacted]I am writing in response to your 1/22/2015 letter regarding a complaint that was filed by [redacted]Claim chronology: The accident happened on 12/24/2014. The claim was reported to SafeAuto on12/24/2015 at 7:22 am and assigned to adjuster [redacted]. It was...

reported that the insuredvehicle hit a deer.On 12/24/2014, a rental reservation was set for [redacted]. The rental vehicle was picked up by [redacted] on 12/26/2014.On 12/29/2014, [redacted] left a voicemail and mailed out a contact letter to [redacted].On 12/30/2014 [redacted] took a statement from [redacted] in regards to the loss facts andrequested an inspection of [redacted]'s vehicle damage.On 12/31/2014, the Appraiser [redacted] spoke with [redacted] and agreed to inspect the vehicleon January 5, 2015.On 1/5/2015, [redacted] received an estimate from our Appraiser and left a voicemail for [redacted] needing the name of the body shop that would be working on the vehicle.On 1/17/2015, the supplement for the vehicle was completed. Both the initial payment and supplementpayments were issued. The payments were processed and mailed on January 19, 2015. The initialpayment was mailed directly to [redacted] and the supplement payment was mailed directly to thebody shop.[redacted]'s vehicle was completed at the body shop on January 19, 2015, however due to a delayin the payments being mailed out the vehicle could not be released. Safe Auto Insurance Companyagreed to keep [redacted] in the rental vehicle until 1/23/2015 when the payments were received.Safe Auto Insurance Company apologizes for any break down in communication and failure torespond to [redacted]'s contact attempts. Furthermore, Safe Auto Insurance Company is workingdirectly with the adjuster [redacted] to prevent further break downs in communication to improveoverall customer claim experience.If you need any additional information, feel free to contact me.Sincerely,[redacted]###-###-####