Empire Insurance Group

In response to the complaint, I wanted to lay out the facts of this accusation line by line per her paragraph which was sent in to the Revdex.comI will number her sentences/complaints from the original paragraph and attach my dispute to this or indicate my response in red below her sentence 1) Empire has not represented me as a policyholder with them No one ever calls back or when we do get an agent on the phone nothing gets resolvedThis is incorrect We have reached out to Angie and Mark numerous times to see how we could provide clarification of this claim and connect with their Travelers claims representative to obtain more details or a resolution to their requests I have documented in the attachments, the multiple calls and emails in which we represented our clientsAs you can see from the History of Communication attachment, we have kept them in the loop the whole way Even once been hung up on the by the insured The clients have been verbally abusive to both myself and my staff, cursing at times and not willing to talk things through civilly As we explained in our conversations with the Mark & Angela Ness several times, they would need to go to arbitration to try and prove they were not at fault in this claim There were no witnesses and MN law will assign fault to each driver unless they pursue arbitration American Family agreed to a 50/settlement, which we as the agency & Travelers helped fight for them on this If the Ness’s went to arbitration, they would chance losing completely (if they were found 100% at fault) and then would be 100% responsible for damages This was explained to them several times, along with offering the option of arbitration in which they did not proceed with 2) When we bought our brand new car that had a lien on it they decided to only insure it with liability when we clearly stated full-coverage with rental reimbursement, glass coverage and roadside assistance It was only discovered when I (Angie) was involved in a hit and run Empire back-tracked and did cover the car with full coverage but did not add the extras as we requested (that we have always had on all of our vehicles.) Angie and Mark reached out to us to add their new vehicle on that did have a loan on it In this state, when your vehicle has a loan on it the only coverage required to satisfy the lienholder is comprehensive and collision .all of the other coverage she mentions above is optional (roadside assistance, rental reimbursement and glass.) They did request full coverage for the loan which equates to comprehensive and collision Unfortunately for some reason it was not added but we resolved this immediately with Travelers as it was a technical glitch in the systemAs you can see in our detailed notes, we did resolve this and corrected that issue to add the full coverage on the new purchase as they requested Angie and Mark did not request to have any additional optional coverage besides glass coverage which was also corrected and added on Angie and Mark Ness have been clients here in my office since Every single policy and vehicle in which they have signed and purchased since has never included coverage for roadside assistance or rental reimbursement, nor have they requested this to ever be added They have only purchased the standard comprehensive and collision or liability only In her statement above, she clearly indicates a statement She is stating to the Revdex.com that she has always carried those optional coverage limits (roadside and rental), which is false I have attached a copy of her signed policy from which displays this, along with the Travelers policy we wrote her after the Integrity policy where we matched the same coverage per request The Ness’s have also received multiple policy statements displaying the coverage in which they have purchased and those coverages (i.eRental and towing) in which they have not purchased They have proceeded to paid for monthly insurance after reviewing and signing for the coverage and assuming liability for their purchase 3) So now they are not assisting us in getting our money back for our deductible ($500), we are out more than (600) for a rental carThis accident was more than months ago and nothing has changed or been settledWe have had multiple communications with Angie and Ness working to help obtain their deductible We and Travelers have explained to them multiple times that they are only able to recover 50% of their deductible from American Family (other parties company) and that Travelers is unable to reimburse them for the rental car expenses since they did not request this coverage nor have they ever purchased this in the past Angie and Mark are able to contact American Family directly to see if that carrier will reimburse them for 50% of the rental reimbursement since the other party was 50% at fault, but the Ness’s would need to call American Family directly Travelers can only legally try to recover coverage that our insured has paid for We have advised the Ness’s of this option multiple times as well.Lastly, regarding the month time frame This is due to the subrogation and settlement processes between Travelers and American family The ness’s vehicle was repaired timely and back to 100% shortly after the claim began The only delay was the payment for 50% of Mark and Angie’s deductible and the battle for the rental reimbursement Angie and Mark would not accept that this was not a purchased coverage, although all of their past policies and vehicles never included this coverage and nor had it ever been requested.We have been waiting on American Family to supply Travelers with 50% of the Ness’s deductible This still has not arrived from American Family even though our claims reps have been pressing them for this So, to ensure our client did not have to wait for 50% of their deductible from American Family any longer, Travelers is fronting the $250/50% and has already mailed this to Mark and Angie Their claim is 100% Satisfied I have attached record of this return premium and Travelers notes as well [redacted]