Cason Construction, Inc.

In acknowledgement of your correspondence dated 6/1/15 regarding a complaint filed by Ms. [redacted] stating that she did not agree with SafeAuto's decision to deem her vehicle a total economic loss.Ms. [redacted]'s vehicle was inspected on 5/20/15 and determined to be a total loss on...

5/22/15. Ms. [redacted], a total loss adjuster, was assigned to resolve the total loss on 5/27/15. Ms. [redacted] attempted contact with Ms. [redacted] on 5/27/15 and 5/28/15, both days leaving messages. Ms. [redacted] sent an email to Ms. [redacted] on 5/29/15 requesting that communications be conducted by email due to Ms. [redacted] and Ms. [redacted]'s conflicting work hours. Ms. [redacted] responded the same day with the settlement figures.On 6/1/15, Ms. [redacted] sent an email refusing to accept the total loss of her vehicle, stating that she believed the value to be higher and that she would only accept that SafeAuto repairs the vehicle. Ms. [redacted] also stated she would have her attorney contact us. Ms. [redacted] also stated that she would supply an estimate to us for review which would repair the vehicle under the total loss threshold. Ms. [redacted] followed up (via email) with Ms. [redacted] on 6/2/15 regarding the estimate. On 6/4/15, Ms. [redacted] advised (via email) that she had an estimate for $7,555.44 and would be getting another. Ms. [redacted] requested that these estimates be sent in for review.Today, 6/5/15, Ms. [redacted] spoke with Ms. [redacted] who again stated she would be sending over two estimates for review. Ms. [redacted] explained to Ms. [redacted] that we would review them once received and we would let her know the outcome of our review.In conclusion, once SafeAuto receives the estimates from Ms. [redacted] we will review them and provide Ms. [redacted] with an appropriate response. If you need any additional information, feel free to contact me.

I am responding to your letter regarding a complaint filed by [redacted] in regards to a refund. On 04/09/2016, Ms. [redacted] started an insurance policy with our company. On 04/11/2016, Ms. [redacted] spoke to a representative and requested her policy to be cancelled. Ms. [redacted] was not accurately...

informed of all costs incurred when cancelling the policy. In resolution, all monies other than the cost of coverage will be refunded to Ms. [redacted]. We processed a refund of $265.00. On 04/13/2015, I called and spoke with Ms. [redacted] to advise of the outcome and the refund amount. We sincerely apologize for the misinformation that she received when speaking with our service department. We are taking necessary actions with the representative that she spoke with to ensure that this doesn’t happen again. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Maria B[redacted] Contact Center Manager

The rental was provided to Ms. Thomas for 2 days, as the policy states rental charges can be reimbursed until 48 hours after a total loss offer is made. Ms. N[redacted] made the total loss offer to Ms. Thomas on 5/19/2017. Ms. Thomas did not have a rental at that time, however, once the rental was setup SafeAuto paid for the rental for 2 days.   On 6/20/2017, Mr. S[redacted] attempted to reach Ms. [redacted] by phone and offered pay for 5 additional rental days at $20 per day directly to her, for a total of $100. Mr. S[redacted] left Ms. [redacted] a voicemail, and she has not responded to further discuss.   Please see attached copy of the policy language from Ms. [redacted]’ policy regarding rental reimbursement.   If I can answer any other questions, please don’t hesitate to call or email me.                    Sincerely,   Stephanie V[redacted] Claims Supervisor Phone: ###-###-#### Fax: ###-###-#### Email: [redacted]   Enclosures (1)

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

I am responding to your letter dated 10/02/2015 regarding a complaint filed by [redacted]. ? On 09/28/2015, Mr. [redacted] called into our service department and was told the last day to make a payment would be 09/30/2015. During that call, he was advised that he could reinstate the...

policy after that date. ? On 10/01/2015, Mr. [redacted]’s policy cancelled for non-payment. ? On 10/02/2015, Mr. [redacted] called to make a payment, in which he was advised that we could not accept a late payment. ? Mr. [redacted]’s policy is currently flagged for frequent claim activity. A letter was sent to Mr. [redacted] on 03/03/2015 advising that we would no longer accept late payments. After further review, we realize that Mr. [redacted] was not given accurate information when speaking with our representative. Therefore, we will allow him to reinstate as a one-time courtesy. We sincerely apologize for the service that Mr. [redacted] experienced when speaking with our service department. We appreciate his feedback and will take the necessary actions with our representatives to prevent inaccurate information in the future. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted]

I was told after May 21 that I had an option to keep my insurance at that time to cancel that policy and rewrite it to where it could have been month to month. if I was told that on the 21st, then all of this would not have happened. again, I was told on May 21st that I could not be helped. but in fact in October I was told that I could have been help if the representative who gave me all the information instead of telling me that there was nothing that they could do. The only reason why I acknowledge that the policy was going to cancel and I said that I would have to find another insurance was because I was told that there was nothing that safeauto could do. if I was told my options on May 21st, then we would not be in this matter today. If this matter does not get resolved, I will continue to seek for this matter to get resolved in the right way. You cannot give people bad information and expect them just to take an apology for it. An apology is not going to get back what is mine, my $500 and my license to be satisfied in the correct way. When you make mistakes you have to be accountable for making those mistakes. Please review all calls until October of this year to see that I was told bad information and they and the right information in October why was the information with held from me in May,that was not of my fault I would have loved to cancel that existing policy in May and rewrite it and had a month on month policy started in May as well. This matter needs to be resolved the right way.
Regards,[redacted]

Dear Ms. [redacted]:I am responding to your letter dated 1/5/2015 regardig a complaint filed by ** [redacted]regarding to contact and handling of the above referenced claim.Chronology:* On 12/15/2015, this claim was reported to SafeAuto by [redacted] The claim wasassigned to adjuster...

Ciera F[redacted] who determined that there was a coverage issue ofunlisted driver.0 On 12/18/2015, Ms. [redacted] Attempted to call our insured Jennifer [redacted] and the driverof our vehicle [redacted], a message was left for a return call. Ms. [redacted] thenattempted to call [redacted] the driver of the other vehicle and left a message forher. Ms. [redacted] then reviewed the police report which confirmed the date of loss and factsas listed.On 1/5/2016, Ms. [redacted] returned a call to [redacted] at [redacted] who had requested astatus, it was noted that the office was closed.0 On 1/6/2015, Ms. [redacted] left another message for Ms. [redacted] to call her back. It wasnoted that a new number for the unlisted driver [redacted] had been obtained and astatement was obtained from him. Mr. [redacted] confirmed he rear ended the[redacted]'svehicle. It was noted that he was a permissive user of the insured vehicle.0 On 1/7/2015, I spoke with Mr. [redacted], it was noted that we can set up an appraisal ontheir vehicle but we are still investigating the claim. Mr.[redacted] confirmed he hadcollision coverage and would pursue that while the claim was being investigated bySafeAuto.On 111 112015, Ms. [redacted] attempted to call Ms. [redacted] again and left a message for areturn call as well as sending contact letters and an email.Based on a review of the file it does appear that there was not appropriate contact to partiesinvolved in this loss which has created delays. As of this date the V[redacted]s are proceedingthrough their own collision coverage and we are awaiting subrogation fiom their carrier. In theinterim we will be attempting to contact our insured Ms. [redacted] to verify the details of vehicleusage provided by Mr. [redacted] If Ms. [redacted] does not respond, or responds with informationconsistent with what we have, we will be in a position to extend coverage.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M[redacted]

as stated 'Trooper [redacted] NEVER said he would fax anything to anyone.  I spoke with him last week & he said he would not be able to fax anything do to the fact as told to safe auto many, many times by me, by Troper [redacted] and the [redacted] State police , You have to to get any State Police Records from THE [redacted] STATE POLICE HEADQUARTERS IN [redacted].  Also I have been told that you must have a subpoena to receive any reports.  I have complied with all of their requests, the incident happened on September11, 2014 & it has been 83 days since my Jeep was stolen.  I have tried to call on a daily basis to no avail.  Still no answers, no check.  Safe auto is obviously not going to get the subpoena that is needed to receive the report (even though it is their responsibility - as told to me by the ** State Police).  I am going to attempt to get the subpoena, pay for it myself, and I will seek reimbursement from safe auto.  Hopefully this will speed things along.

I was never told or agreeded to an applaction fee nor the rate increase the accident I was in I wasnt given a ticket or sitation Regards, [redacted]

src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAFgAAAAnCAMAAAC8P38SAAAAAXNSR...⇄ hspace="12">Dear [redacted],   This letter acknowledges receipt of your correspondence concerning [redacted], your ID number is [redacted].   The claim was initially under investigation due the date of loss being reported within proximity to the policy inception. Through our investigation, we determined that the coverage was in force at the time of this incident.  A rental was afforded to the insured on 9/5/17, immediately upon finishing our investigation.   On 9/7/2017, SafeAuto received the completed estimate on [redacted] vehicle. That same day, we attempted to contact [redacted] twice to discuss the repair procedure and obtain his shop information, but was not able to contact him. We attempted contact again on 9/9/2017 for the same information and received no answer.  We reached out again to [redacted] on 9/11/2017 and left a message that we were ending the rental authorization as he had not provided us with the name of a repair shops for the repair process to begin.  [redacted] called back later that day, but he did not provide any repair shop.  Additionally, SafeAuto explained the repair process to [redacted] and emailed him a copy of the repair estimate.   On 9/19/17, we received a supplement from [redacted] center regarding the repairs and dispatched an appraiser to review. On 9/21/17, we reached out to [redacted] to discuss the claim status, he did not answer. On 9/22/17, we reached out to [redacted] and confirmed that the shop in use would be [redacted] Center and extended the rental coverage to 9/22 to make the rental current.     Sincerely,       Brett F[redacted] Claims Supervisor Safe Auto Insurance Company ###-###-#### Email: [redacted]

Dear Ms. [redacted],
This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].
A policy was started on our website by Mr. [redacted] on 05/05/2017 at 11:37 AM EST. The premium quoted to him at that time was based on information that he had...

provided on the application. When the Motor Vehicle Report was received, there was a violation listed that had not been included on the initial application. This additional violation resulted in an increase to the six-month premium. This is the reason that the monthly rate is now different.
In regards to the application fee, the fees are identified during the online quoting and binding process. The application fee is also listed on the application that was sent to Mr. [redacted] as part of the new policy packet.
Unfortunately, we are not able to accommodate Mr. [redacted]’s request for a refund of the application fee or the additional amount due to the change in premium for violations. After review, we find that SafeAuto followed all company policies and procedures.
If you have any questions, please feel free to contact me. Sincerely,
[redacted]
Customer Contact Center Supervisor
Phone: ###-###-####, ext. [redacted] Fax: ###-###-####
Email: [redacted]

If I had been told from the beginning that my vehicle couldn't be covered, then I wouldn't have been charged the $10 application fee, because I wouldn't have wasted my time filling out the application. And they stated I have been refunded all but $10, however, I was never refunded the $25 cancellation fee either.
Regards,
[redacted]

I am responding to your letter dated October 4,201 6 regarding an additional complaint filed by[redacted]. Ms. [redacted] has stated that SafeAuto offered her $2,300.00 to fix the inside of hervehicle, but she only received $1,000.00. Ms. [redacted] has stated that she wants the rest of themoney she was promised.I have reviewed the file and it appears that the original estimate was written for $2,235.55.Payment should have been issued for $1,235.55 which is the amount of the estimate less Ms.[redacted]'s $1,000.00 deductible. However, it appears that the adjuster, Randy S[redacted], issuedpayment for $1,235.65 which is slightly higher than the amount that was owed. Mr. S[redacted]and I have followed up with Ms. [redacted] to discuss the deductible and explain why she did notreceive the entire amount of the estimate.Chronology:On 10/5/2016, Mr. S[redacted] spoke with Ms. [redacted] at approximately 10:39am anddiscussed her $1,000.00 deductible. Ms. [redacted] claimed that it would cost more to fixthan the amount that the SafeAuto estimate had accounted for. Mr. S[redacted] explainedthe supplement process to her should her shop need any additional money to repair allincident related damage. Mr. S[redacted] also sent a copy of the original estimate via emailand regular mail as Ms. [redacted] stated that she never received the original copy that wassent to her. I personally followed up with Ms. [redacted] at 10:46am and left a messagerequesting a call back to confirm that she understood the deductible and the supplementprocess. At 1:01pm, I followed up with the Ms. [redacted] and left her another message toconfirm that she understood the deductible.On 10/6/2016, I personally followed up with Ms. [redacted] and left another messagerequesting a call back to discuss the deductible.On 10/10/2016, I personally spoke with Ms. [redacted] and she confirmed that sheunderstood the deductible. She also stated that she did not have any additional questionsat that time.We regret Ms. [redacted]'s initial dissatisfaction with her claim and apologize for any issues that Ms.[redacted] has had throughout this process. At this time, it appears that Ms. [redacted] understands thedeductible and does not currently have any additional questions regarding her claim.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Ryan W[redacted]

I am responding to your letter dated 1/19/2017. Since policy and claim documents may contain information protected by privacy laws, we ask that you not disclose these documents without our insured’s consent.
Ms. [redacted] is upset Safe Auto Insurance Company has not resolved the above referenced...

loss.
Per Ms. [redacted]’s policy, Safe Auto Insurance Company is required to allow 30 days for recovery. On 1/19/2017, the recovery time frame had just expired. This claim has been transferred to our total loss unit for settlement.
Sincerely,
Allison N[redacted]

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].A policy was started on our website by [redacted] on 05/29/2017 at 11:21 PM EST. Thepremium quoted to him at that time was based on information that he had provided on...

theapplication for himself and an additional driver. When the Motor Vehicle Report was received, therewere violations listed for the additional driver that had not been included on the initial application.These additional violations resulted in an increase to the six-month premium. This is the reasonthat the monthly rate is different than originally quoted.Unfortunately, we are not able to accommodate Ms. [redacted] request for a full refund becausecoverage has been provided from the start of the policy and is not set to cancel until 06/18/2017 at12:01 AM EST. After review, we find that SafeAuto followed all company policies and procedures.If you have any questions, please feel free to contact me.Sincerely,[redacted]Customer Contact Center SupervisorPhone: ###-###-####, ext. [redacted]Fax: ###-###-####Email: [redacted]

This letter will acknowledge your April 3, 2017 correspondence concerning [redacted]. Mr.  [redacted] expressed concern regarding paperwork and a payment that was not received as well as Safe Auto taking possession of his vehicle without his knowledge.   In review of the claim, Safe...

Auto sent the paperwork and payment for loss of use to the address listed on the complaint filed with you. In addition, the address was reconfirmed with Mr. [redacted] on 4/3 after it was returned to Safe Auto in the mail by the postal service. Per the conversation with Mr. [redacted] on 3/27/17, he agreed to have the vehicle picked up on 3/29/17. The salvage company that picked up the vehicle called the body shop and confirmed the vehicle was released and they had the key.   Below is a brief chronology of events related to the handling of the loss:                           3/18/17:           Claim was reported to Safe Auto Insurance Company.   3/20/17:           Safe Auto called Mr. [redacted] and left a message.                         3/21/17:           Safe Auto called Mr. [redacted] and left a message.   3/21/17:           Safe Auto called and spoke with Mr. [redacted]. An Inspection was set up on his vehicle. Mr. [redacted] was advised of a pending liability investigation.   3/23/17:           Safe Auto Completed an inspection on Mr. [redacted]’s vehicle. The vehicle was determined to be a total loss. Contact was made with Mr. [redacted] to advise vehicle was a total loss and to                         go over the offer.   3/24/17:           Safe Auto determined liability to be against our insured. Mr. [redacted] was called and advised of liability decision and that we would transfer the claim to our total loss department and                         an adjuster would contact him in 24-48hrs.            3/27/17:           Safe Auto contacted Mr. [redacted] to make offer on total loss. Mr. [redacted] accepted the offer.  A payment for loss of use was issued and the total loss paperwork was mailed out to                                   the address listed on the complaint letter. Salvage pick up was discussed with Mr. [redacted] and a pick-up request was sent for 3/29/17 per Mr. [redacted]’s request.   3/31/17:           Mr. [redacted] called in to confirm the paperwork was mailed out. Mr. [redacted] was advised it was mailed out on 3/27/17.   4/3/17:             Safe Auto received the loss of use check back in the mail. A call was made to Mr. [redacted] and a message was left requesting callback to confirm mailing address.   4/3/17:             Mr. [redacted] called in to confirm address in our system was correct. Safe Auto advised that we would resend payment as well as paperwork.     Should you have any further questions or concerns regarding the handling of this file please feel free to contact me at Safe Auto Insurance Company, 4 Easton Oval, Columbus, Ohio 43219. My phone number is ###-###-####.  My email address is [redacted]@safeauto.com.       Amy W[redacted] Total Loss Supervisor Safe Auto Insurance Company

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[redacted] This letter is written in response to a complaint filed by [redacted] with...

respect to the above captionedclaim.A review of the claim file shows this loss was reported by [redacted] at Allstate Insurance on 11-12-14. At the time of the report, [redacted] provided a mailing address for their insured, [redacted], butno phone number. [redacted] further advised that adjuster [redacted], would be the main contact forthis claim. She noted his contact number to be ###-###-#### but there was no claim number provided. Aclaim acknowledgement letter was mailed to both [redacted] and our insured [redacted].The adjuster assigned to the claim made contact with [redacted] on 11-13-14 at 2:39pm, CST. Duringthat call, [redacted] was asked to provide [redacted]' contact information. He advised he would beunable to do so, but would provide [redacted] with our information. He further advised that [redacted]stated our insured, [redacted], disregarded a stop sign and struck her vehicle. With that information, ouradjuster began her investigation and made several attempts to contact our insured with no success. AReservation of Rights letter was mailed to [redacted] on 11-12-14.We are not certain who has been giving [redacted] "excuses about this matter" as we have had nocommunication with [redacted] until we received this complaint. We noted her phone number on thecomplaint and the adjuster contacted her on 12-15-14 at 3:44pm. At that time, we took her statement,requested she send in her estimate of repair, explained the claims process, and advised her that we areattempting to contact our insured for a statement, but to date have been unsuccessful. [redacted] advisedthat she would forward a copy of the police report for our review.At this time, we are continuing our investigation into this loss and the resulting damages. We continue topursue our insured for a statement of facts. We are also awaiting the estimate of repair and police reportfrom [redacted].Sincerely, [redacted]###-###-####

I am responding to your letter dated 12/21/2015 regarding a complaint filed by [redacted]regarding the timeiiness and handling of her claim.Chronology:On 1112012015, the claim was reported to SafeAuto by Ms. [redacted].On 11/23, the claim was assigned to adjuster Tania H[redacted] and special investigator...

KatieN[redacted]. The file was reviewed and it was determined that this loss occurred within 10 daysof the inception of the policy. Ms. H[redacted] called Ms. [redacted] and took a recordedstatement confirming the facts of loss. An appraisal was set up to review the damages toMs. [redacted]'s vehicle.On 11/30, Ms. N[redacted] reviewed the file and requested that Ms. H[redacted] obtain the tow billand cell phone records regarding the date of loss.On 1212, Ms. H[redacted] left a message with Ms. [redacted] regarding the documentation thatwas needed. The appraisal was received and reviewed with the damages to Ms. [redacted]'svehicle being $3869.97 after deductible.On 1213, Ms. N[redacted] Followed up with the County Sheriff to see if there was any record ofthis incident to which there was not.On 1214, Ms. H[redacted] called and left another message for Ms. [redacted].On 1219, Ms. H[redacted] called Ms. [redacted] again and left another message.On 12/10, a letter was mailed to Ms. [redacted].On 1211 1. Ms. H[redacted] received the tow bill via fax. The file was reviewed, but cellrecords were still outstanding.On 12/14, Ms. H[redacted] left another message for Ms. [redacted].On 12/15, Ms. H[redacted] spoke to Ms. [redacted] regarding the outstanding cell records. Sheadvised that she had spoken to her attorney and would not be providing them. Ms. N[redacted]requested that the insured's attorney contact her. Ms. N[redacted] also attempted to contact theshop that had towed Ms. [redacted]'s vehicle.On 12/16, Ms. N[redacted] Spoke to Ms. [redacted] and discussed the ongoing investigation andadvised that her cooperation was needed and that included cell records.On 12/21, the file was reassigned to adjuster Kelli S[redacted].On 12/22, Ms. [redacted] noted she called people from a passerby's phone and not her ownat the time of loss. Ms. N[redacted] reviewed all records provided and determine that there wasnothing that would dispute the loss as reported.On 12/23, Ms. S[redacted] spoke to the lien holder of the vehicle involved in this accident,advising that coverage had been cleared. They requested that a check be issued to Ms.[redacted] and also having them listed as a payee. The check was requested but due to thetime it was not approved.On 12/28, the check for vehicle damages was approved and sent to Ms. [redacted]. Amessage was left to advise her of the same.At this time the investigation has been completed and payment for Ms. [redacted]'s damages havebeen issued.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. thk you for all your help in this matter I have received a chec  from there corprate office today for the full amount
Regards,
[redacted]

all portions of my driving record were disclosed at the time of applying for coverage. All questions were answered to the best of our knowledge, and according to mybmv account online. 
Regards,
[redacted]