Derrow Shirkey Ford Lincoln

Complaint: [redacted] I am rejecting this response because:I accepted what was said on p**ne because this was only option for me to get my car fixedThey just ordered parts last week because DTRIC refuses for some reason to call back my witnesses (brother and neighbor) which would state ALL damaged happened that night before I called it inIt took almost a month before I was asked to be recorded after I called in weeks priortalked to numerous people a few times about what happened and yes became frustrated after being questioned for about minutes a month laterI have been wit**ut my brand new car for almost two months and it hasn't even been started yetThe part DTRIC seems to not acknowledge is body s**p says side door and front bumper happened at same timeThe rear smash looks to be from separate impact even t**ugh it had to have happened in same incidentIt will probably be close to three months to get my car back because like DTRIC told me they could take as long as need be for their investigation to be completedWell they used that against me because I NEED my car Sincerely, [redacted] **

Thank you for your letter of July 5, outlining Mr [redacted] ' complaintActually,Mr [redacted] is not a DTRIC customer, but he was involved in an accident with one of our customers, Mr[redacted] ***.When this claim was reported to us by our customer on May 20th, the identity of the other party, later to be identified as Mr [redacted] ,was unknownThis often occurs when the policedo not provide each party with the other parties' information at the accident scene.Mr [redacted] then reported the accident to us throughan after-hours serviceon May 28thThis is the Saturday of the Memorial Day weekend and our officeis not open on SaturdaysHe was called immediately on Tuesday June 1st -after the three day weekend.We disagree with Mr [redacted] ' claim that he was not getting any cooperationWhen the adjuster called on June 1st, he was told to call him back later that day, which he did and left a voice mail message.On June 4th, Mr [redacted] left a voice mail message stating that he wanted his vehicle repaired ASAP and "he doesn't like harassing but he will do so if necessary"The adjuster returned the call the same day and scheduled a vehicle inspection.On June 10th our investigation concluded that our customer caused the accident and we offered Mr [redacted] repair optionsOn June 15th his husband [redacted] called back and chose a repair facility in Lahaina because both he and Mr [redacted] work in that areaThat repair facility closed a week for vacation, which we have no control over.Mr [redacted] was put in a rental car after it was clear that the vehicle was not safe to drive.Although Mr [redacted] and Mr [redacted] are not DTRIC customers, we believe that we provided them with very good service,as we strive to do with all parties with whom we come in contact

Thank you for your letter of July 5, 2016 outlining Mr. [redacted]' complaint. Actually,Mr. [redacted] is not a DTRIC customer, but he was involved in an accident with one of our customers, Mr.[redacted].When this claim was reported to us by our customer on May 20th, the identity of the other...

party,
later to be identified as Mr. [redacted],was unknown. This
often occurs when the policedo not provide each party with the other parties' information at the accident scene.Mr. [redacted] then reported the accident to us throughan after-hours serviceon May 28th. This is the Saturday of the Memorial Day weekend and our officeis not open on Saturdays. He was called immediately on Tuesday June 1st -after the three day weekend.We disagree with Mr. [redacted]' claim that he was not getting any cooperation. When the adjuster called on June 1st, he was told to call him back later that day, which he did and left a voice mail message.On June 4th, Mr. [redacted] left a voice mail message stating that he wanted his vehicle repaired ASAP and "he doesn't like harassing but he will do so if necessary". The adjuster returned the call the same day and scheduled a vehicle inspection.On June 10th our investigation concluded that our customer caused the accident and we offered Mr. [redacted] repair options. On June 15th his husband [redacted] called back and chose a repair facility in Lahaina because both he and Mr. [redacted] work in that area. That repair facility closed a week for vacation, which we have no control over.Mr. [redacted] was put in a rental car after it was clear that the vehicle was not safe to drive.Although Mr. [redacted] and Mr. [redacted] are not DTRIC customers, we believe that we provided them with very good service,as we strive to do with all parties with whom we come in contact.

Complaint: [redacted]
I am rejecting this response because: I have since contracted the handling adjuster asking to further discuss the claim and also speak with a manager and neither has happened. DTRIC has not attempted to contact me further. I refuse to wait several months for inner carrier arbitration for my deductible back due to the DTRIC adjuster not having the insurance skills or competence to make the correct liability decision and wait for an arbitrator to do his job for him. I have made several requests to have a letter of denial sent to me which per state statute DTRIC is required to send me and to have a claims manager call and speak with me about this claim and again that has not happened.
Sincerely,
[redacted]

This claim was reported to us on 6/21/17, stating that it occurred overnight on 6/20/17. It was reported that the vehicle was hit while parked and there was damage along the entire left side of the vehicle. After an appointment for inspection was arranged, the body s**p submitted the estimate and...

p**tos to us for approval. The damage was not along the entire left side, as would be typical if another vehicle sideswiped a parked car. Instead, there were three distinct and separate areas of damage, including the front bumper and fender, door, and rear quarter panel. the areas of damage were separated by undamaged areas. This is inconsistent with an impact from a single vehicle in one occurrence. Based on our experience handling numerous similar claims, we took the position that this was not one occurrence, but three. There were additional inconsistencies. We took a recorded statement from the complainant and he refused to attest that his answers were true and correct to his knowledge and belief. This is a requirement under his policy and he failed to meet that requirement. Instead of denying his entire claim for non-cooperation with the investigation, we offered the complainant a compromise. He could accept three occurrences with three deductibles or await the final outcome of the investigation, including attesting to a transcription of his recorded statement. The complainant accepted the compromise offer and the three claims have been paid.

This acknowledges receipt of and responds to Mr. [redacted]'s complaint forwarded to Ms. [redacted], c/o DTRIC Insurance Co., Ltd. (DTRIC) on 7/19/2017.DTRIC is the automobile insurance carrier for [redacted]. and [redacted]. ([redacted]) for this accident involving...

Mr. [redacted].  On 6/2/2017, Mr. [redacted] was involved in a vehicle accident with a [redacted] on Queen Street.  DTRIC received reports of this accident on 6/5/2017 from Mr. [redacted] and [redacted].  The claims adjuster who was assigned to handle this accident on the same day, immediately proceeded to conduct an investigation to determine responsibility for damages.  The adjuster obtained Mr. [redacted]'s statement of the accident circumstances on 6/6/2017, at which time Mr. [redacted] advised the adjuster that he would work with his own auto insurance carrier, [redacted], regarding the damages to his vehicle.  On 6/8/2017, our adjuster spoke with his [redacted] adjuster and advised that our investigation indicated that our insured driver was not at fault for this accident, whereby their insured's claim is being disputed.  On 6/19/2017, our adjuster spoke with Mr. [redacted] and confirmed that his claim is being disputed and that further resolution would be through Inter-Company Arbitration, of which [redacted] and DTRIC are participating members.  Mr. [redacted] was also advise to further discuss this with his adjuster.  On 7/6/2017, our adjuster sent a letter to [redacted], denying Mr. [redacted]'s claim for damages to his vehicle, based upon his investigation.  As of today, we have not received any further information or communication from Mr. [redacted] or [redacted].  We feel that our claims handling of Mr. [redacted]'s claim was conducted in an appropriate and timely manner and in good faith.  We will be happy to further consider any other information Mr. [redacted] wishes to provide to us.Thank you.Carol Y[redacted]DTRIC Claims Manager

Complaint: [redacted]
I am rejecting this response because:I accepted what was said on p**ne because this was only option for me to get my car fixed. They just ordered parts last week because DTRIC refuses for some reason to call back my witnesses (brother and neighbor) which would state ALL damaged happened that night before I called it in. It took almost a month before I was asked to be recorded after I called in weeks prior.. talked to numerous people a few times about what happened and yes became frustrated after being questioned for about 45 minutes .. a month later. I have been wit**ut my brand new car for almost two months and it hasn't even been started yet. The part DTRIC seems to not acknowledge is body s**p  says side door and front bumper happened at same time. The rear smash looks to be from separate impact even t**ugh it had to have happened in same incident. It will probably be close to three months to get my car back because like  DTRIC told me they could take as long as need be for their investigation to be completed. Well they used that against me because I NEED my car.
Sincerely,
[redacted]