Erie Insurance Group

Review: I had to hire an attorney to work with our insurance adjuster because I was not receiving clear information on numerous occasions.

We experienced a fire on August 27th 2014 and the insurance adjuster took 3 weeks to even evaluate the scene, but the fire tech was there the next day. since the beginning with working with this insurance adjuster I have never felt that I was a priority case for him and he never answered our questions directly as it always was let me look at the policy and get back to you. He is always on vacation or consistently responding to my attorney regarding issues that I should be involved as I specified that I need to be CC'ed on all conversations yet I am completely out of the loop. He claimed he sent a proof of loss document in August but never discuss the actual document with me. I am not sure why you pay for insurance if you do not get the support you deserve. I had questions regarding the insurance policy so we could prepare for the next steps. We are still discussing with the insurance company regarding the assets and what Erie Insurance will provide us so we can determine the next steps in our business. It has been 8 months, the landlord spoiled the scene, we provided all of the details that Erie has requested and have been very compliant and due diligent. I am completely dissatisfied with this adjuster and the process. I feel that Erie insurance just sold me an overpriced insurance plan with all of the protection that I have to fight for with a paid attorney. This is not how typical insurance companies work. I use to have State Farm and when we had a burglary they were their within 2 days, explained our policy, and gave me the confidence that they were there to help us through it. Erie Insurance has made me feel that they want us to fail and suffer because that is what is happening. It is unacceptable for any insurance to be allow to not follow proper due diligence. It took Erie Insurance over 7 months to finally evaluate the scene with 3rd party vendors and they found out that the landlord gutted the entire unit which is not our problem. I will never recommend Erie Insurance to any of my other business relationships or friends if this is how they treat their customers who have suffer a tragic event.Desired Settlement: I want this escalated to Senior management and a new adjuster on my claim going forward. I want someone to contact me and explain my policy so I can understand it without having to pay for an attorney out of my own personal money to explain parts of my policy. I escalated this situation to a Supervisor already last year at Erie Insurance and nothing apparently has changed. There is a bunch of ambiguity in the policy which does not make much sense so I should have it explained by the company that

Business

Response:

Thank you for your letter dated June 8,2015. received in our office on June 8,2015. requesting ERIE respond tothe Policyholders complaint regarding the claim settlement for the loss that occurred on August 27, 2014.In review of our file, the insured experienced a property damage loss on August 27, 2014, when the insuredlocation caught fire for a reason yet to be determined. The salon owner, Ms. [redacted], secured her ownlegal representation very early in the claims process. Once an insured obtains their own attorney to settle a claimon their behalf ERIE is prevented from discussing any claim details directly with that insured, unless we areprovided a document in writing from the attorney authorizing us to do so.ERIE received an email from Ms. [redacted] on June 8, 2015, stating that because we are working through herattorney and not providing clarification directly to her, that she was unhappy with the claim service she isreceiving from us. The ERIE Adjuster responded in an email to Ms. [redacted] on June 9,2015, advising her that weare required to communicate directly with her attorney, unless the attorney provides us something in writingstating we are able to communicate directly with her.ERIE continues to service this claim in progress for Ms. [redacted], working directly through her attorney asrequired.We believe we have addressed all concerns noted by Ms. [redacted] in the complaint mailed to your office. If we canprovide additional information or clarity, please contact our office at [redacted].Sincerely,[redacted]Executive Assistant IIOffice of the President

Review: Erie Ins Co is not adjudicating auto insurance claims according to my contract. I had full coverage when my auto was hit-and-skipped/wrecked by unknown person at an auto repair shop. Erie processed the claim but applied a $500 deductible. My contract says that if I had full coverage on the date of loss,this deductible would be waived. The adjuster, [redacted] has not responded to my two emails asking that he call me regarding this. If you would like to see my policy, let me know. I will have to send from school, my printer's on the blink at home.Desired Settlement: The $500 deductible was to be waived with full coverage for this hit/skip and or uninsured motorist claim. Erie owes me $500.00.

Business

Response:

We are in receipt of your inquiry dated September 9, 2014, regarding Ms. [redacted]’s belief that we owe her

$500.00 back.

Ms. [redacted] reported this loss to us on June 16, 2014 advising that her 2002 Honda Civic, while parked at

[redacted], was struck by an unknown vehicle. The vehicle was inspected by [redacted]. A

copy of the estimate was provided by Mr. [redacted] to Ms. [redacted]. The damages totaled $689.82. Ms.

[redacted] has a $500.00 collision deductible. We issued a payment on June 25, 2014 in the amount of

$189.82.

We have contacted [redacted] Insurance and reported a claim to them for the damages to Ms. [redacted]

vehicle. They determined the [redacted] policy is a personal policy and does not cover [redacted].

Ms. [redacted] refers to this as an uninsured motorist loss. This is in incorrect interpretation of coverage. It

does not cover damage to her auto. She has collision coverage with $500 deductible for the damage to her

auto.

Based on our review of this claim, we appropriately paid the loss under Ms. [redacted] Collision Coverage

and applied the correct deductible.

Review: On Saturday (9-14-13) my vehicle, driven by my daughter, was involved in an accident in which the 2nd party was cited. My car was towed to [redacted] Body Shop and I notified Erie, my insurance company. A few days later I received a call from Eries adjustor, [redacted], informing me that he would be handling the claim. Erie took over the claim after being unsuccessful in contacting the other party's insurance company. After much confusion, constant poor communication, and frustration from Erie I received a call from [redacted] on Friday (9-27-13) informing me that the car was ready for pick up. A check was forwarded to the body shop from Erie, for the balance of the repairs, and I paid my deductible upon pick up. On Monday (9-30-13) we picked up the car and on Tuesday (10-1-13) my daughter informed me there was smoke and a creaking noise she noticed while driving the car. I called the body shop on Wednesday (10-2-13) and was told to bring it in. Because of my daughter's classes and work schedule, I informed the body shop that Friday (10-4-13) we would be the only available time to bring it in. This was ok with the shop. On Friday my daughter brought the car into the body shop, a short test drive and visual check (approximately 20 mins.) resulted in no findings. She was then told to bring it back in if the noise, creaking and/or smoke, reoccurred again. On Saturday (10-5-13) while returning from a wedding in Canton, the car interior lights began dim substantially, all inside electronics began to shut off, and the car was becoming pitch black on the inside. My daughter called me while on Interstate 77 N informing me of her situation and she then stated that all the lights (both inside and outside) had gone out, and she was frantic. I told her to pull over to a safe spot and I would call for a tow, while still on the phone with her, a couple minutes later she stated that the car itself had shut down completely. The car was towed back to the body shop. On Tuesday (10-8-13) I was later informed by [redacted], the technician, who stated while checking under the car the belt had crumbled in his hand. Also, he then told me he would do some further checking, would make a call to Erie, and call me back. I later was called by the body shop and told that the crank shaft [redacted] had disassembled and the belts had been destroyed. [redacted] contacted Eries adjustor and I was told by both parties, Erie and the body shop, that this additional problem would not be covered under the accident. He also told me that the adjustor quoted, Im not going to bother with that. The technician also quoted a rough estimate of $280 in order to make the repair; however, he then stated this repair was not in his area of expertise. I advised him that I would contact him after speaking with the adjustor. After numerous unsuccessful phone attempts to contact Erie, to contact the adjustor and his supervisor D. [redacted], I contacted my agency, [redacted] Insurance Agency and informed them ([redacted] and [redacted]) of my situation. They then intervened for a resolution. I was later called by Eries adjustor, [redacted], who informed me that the additional problem was not relative to the accident and I would not be covered the current claim. I was also told that since I had been without a car for a week they would send me a check for $200 for not having a rental car during this time. Mr. [redacted] called me back and stated that he would again send the adjustor back out to verify that the problem with the [redacted] was not related to the accident and that he was still waiting to hear from the adjustor three days later. [redacted] body shop called and informed me they had prepared a written estimate. I informed [redacted] I would have my mechanic ([redacted]l) check the car and that I had arranged to have the car towed to his garage [redacted] Auto. The car was towed to my mechanic and I told him the situation. I asked him to take pictures and write in detail on his findings. On Thursday (10-18-13) [redacted]l contacted me and explained that the shields were missing from the compartment around the [redacted] and belts. This resulted in water/rain entering this area causing the [redacted] to disassemble and the belts destroyed. He also stated that the shield was possibly missing as a result of the accident or was removed and not replaced at the time of the previous work being done by [redacted]. He then pointed out the shadow of where the shield was clearly missing from the car. (See pictures) The shield was replaced on the driver side of the car, due to the accident, but not on the passengers side. [redacted] Auto replaced the belts approximately 18 months ago according to my mechanic. There was not a problem with the car prior to the accident. The car has been very well maintained and I have made a point of having all the service done by [redacted] Auto; this ensures accurate records, familiarity with my car, as well as, dependable service. However, the problem with the car began the following day after picking it up. I then immediately contacted [redacted] advising them of the problem my daughter was experiencing with the car. My dilemma is how does an insurance company close a claim without the customers satisfaction and checking the performance of the car after the work has been performed? I have referenced the Kelley Blue Book value of this car (see attachment) and the cost of repairs totaling $3242.10 thus far, not including the additional belts and [redacted] repair total. As of Saturday (10-5-2013) the car still has not been repaired and we are currently without a second mode of transportation because of Eries denial of this repair. In summary why am I, the client of Erie, being penalized by my own insurance company for an accident that I was not cited for, held no responsibility in repair, and because of calculated repair costs exceeding the blue book value of my car, am I at fault for a claim that is going to be paid by the second partys insurance company anyway? This repairDesired Settlement: I would like this matter to be resolved by the reconsideration of the salvaging of the title because of the cost of repairs done thus far, the physical proximity of the damages, and the anticipated costs for the current repairs of the belts and [redacted]. Also, I would like to be reimbursed for all tows including: the initial tow on 10-5-13 from Canton Interstate 77 South to [redacted]'s and the last tow approximately on 10-18-13 to [redacted] Auto Repair, my mechanic's labor for time spent on damage.

Business

Response:

This is in response to your letter dated October 25, 2013 which we received on October 31. 2013. The loss was reported to Erie Insurance on Saturday 9 14 13. An assignment was made to appraiser [redacted] on Saturday 9 14 13. [redacted] received his assignment Monday 9 16 13. He called Ms. [redacted] on that morning to advise that he would be inspecting her car the following day at [redacted]’s Body Shop. Ms. [redacted] also obtained a rental vehicle on Monday .9.16 13. [redacted] inspected Ms: [redacted]’ vehicle at [redacted]’s Body shop on Tuesday 9 17 13. He wrote estimate and obtained an agreed price with [redacted] at the shop. The estimate amount was $3219.81 minus the $500.00 deductible. The damage was to the driver’s side front bumper, fender, wheel driver’s door and quarter panel. There was no damage to passenger side of the vehicle. The vehicle did not present itself as a total loss and was deemed repairable. A check for $2719.81 for repairs was issued on Wednesday 9 18 13. [redacted] extended the rental at that time for 8 additional days to cover the time to repair the vehicle. On Monday 9 30 13 we received a call from Ms. [redacted] upset because she did not want to pay her deductible because another insurance company’s policyholder was at fault. We explained to Ms. [redacted] that if she presented a claim to us, she will have to pay her deductible. However, we also made it clear that we would work to try and recover it if another party could be shown to be liable. She also questioned the vehicle being repairable and we explained to her it was. On Monday 10 7 13, the body shop called Mr. [redacted] and explained the vehicle had been towed back to shop and that they determined the lower crank [redacted] had come apart. We advised the shop we could not cover this because vehicle was hit on the opposite side and in a sideswiped direction. There was no motor or suspension damage. On Tuesday 10 8 13, we received the rental bill and. issued payment. Rental was paid from 9-16-13 to 9-30-13. Also on Tuesday 10/8/13, Supervisor [redacted] received a call from [redacted] at [redacted] Insurance agency asking why we would not pay for the crank [redacted]. Mr. [redacted] explained that, We would not pay for this unless there was direct damage to it such as contact with the frame:. rail after impact., Mr. [redacted] sent a note to [redacted] asking. if frame rail was hit during impact. Mr. [redacted] asked him what the shop had indicated to him. The shop had advised that they did not feel this was related. As a result, [redacted] did not go back out to inspect frame rail. The ERIE is Above All in SERVICE, On Friday 10 11 13, Mr. [redacted] returned a call Ms. [redacted] advising that he was waiting on [redacted] to inspect frame rail for any impact. [redacted] called and stating that he was unaware we wanted him to re-inspect frame rail. Mr. [redacted] advised he needed to know if there were any frame impact marks before he would accept or deny the damage. The shop advised he would inspect on Monday 10 14 13. On Monday 10 14 13, Mr. [redacted] received a call from [redacted] at the [redacted] Agency. He wanted to know what kind of impact the vehicle sustained. Mr. [redacted] explained that this was a side swipe impact, not a direct hit on front or a direct hit on the side of the vehicle. He thought maybe a shock wave going through the vehicle might have caused it to crack. Mr. [redacted] explained the vehicle was not hit hard enough opposite the direction the engine was facing for damage to have travelled to the other side, in addition, the impact was not hard enough to travel through rubber motor mounts and cause damage to anything mounted to the engine. Mr. [redacted] also explained that since he did not make it clear in his note to the appraiser about re-inspecting the vehicle right away that he would pay as a courtesy to Ms. [redacted] $200.00 for the six days it took to re-inspect for the period between 10 8 13 and 10 14 13. On Monday 10 14 13, [redacted] re-inspected the vehicle and confirmed there was no impact on frame rail where [redacted] would have struck if vehicle had been hit hard enough to move the engine. We explained to Ms. [redacted] that we could not cover the damage but that as a courtesy because of the miscommunication in getting the vehicle re-inspected and her lack of transportation we were offering her the $200.00. She was still not happy, but accepted. The shop also advised of some minor supplemental items and payment was made for those. In summary, vehicle was not a total loss. The physical proximity to the [redacted] problem and the missing splash shield are on the opposite side of the vehicle where no damage occurred. The initial to was considered and paid and is on line 62 of the estimate in the amount of $226.00 plus tax. The subsequent tows and mechanical labor are not covered because the [redacted] not being loss related. Thank you for this opportunity to review this matter and provide this response. If further information is needed, please contact me at ###-###-####. Sincerely, [redacted]

Review: My neighbor built and is still in process of building a structure next to and on top of my home.They have no permits to build this structure. The insurance company erie group that insures me sent a structural engineering company that over look** the danger.

The engineering company faulty reporting the situation to favor the insurance company. To keep them from having to resolve the issue at hand. Which is the removal of the illegally built building at [redacted]. And repairing the damage to [redacted].Desired Settlement: Repair my building and remove offending structure.

Business

Response:

This letter is in reference to your electronic mail correspondence dated September 25, 2014,

which we received on the same date.

Our claim file indicates that on July 15, 2014 our insured, Jonah [redacted] reported

structural damage to his residence indicating that it was associated with the neighboring

property. Erie Property Adjuster [redacted] attempted to contact our insured but found the

voicemail box full so a letter was sent requesting Mr. [redacted] to call him back.

On July 18, 2014 Mr. [redacted] contacted Mr. [redacted], who demanded Erie Insurance

(“Erie”) send out a surveyor and engineer to evaluate the damages and determine the property

lines. Mr. [redacted] opined that his neighbor had built on his property which caused cracks

to his residence and subsequently placed his home in danger of collapse.

Based on this information Mr. O’[redacted] engaged the independent engineering firm [redacted]

Engineers to complete a cause and origin inspection of the reported damage. Anil [redacted] P.E.

completed an inspection and provided a report dated July 30, 2014. Mr. [redacted]’s findings are as

follows:

The observed vertical crack on the rear side of the right side brick wall was caused by normal

foundation settlement and normal lateral shrinkage of the brick walls. The observed vertical

crack growth in the brick wall has slowly progressed over the several years and this condition

was not caused by one single weather related event.

The observed deterioration of the exterior stucco at rear corner of the right side exterior wall

was caused by normal aging deterioration. There is no structural deficiency related to noted

spalls in the stucco. The observed stucco deterioration has occurred over the several years

and this condition was not caused by one single weather related event. The stucco shall be

repaired as part of the normal building maintenance.

The observed step crack in the front exterior brick wall was caused by normal foundation

settlement over the period of several years. The observed mortar joint deterioration in the ? front exterior brick wall was also caused by normal aging over the years and these conditions

were not caused by one single weather related event.

We are not certain if the neighboring property is encroaching on the insured’s property. We

recommend that the insured hire a licensed surveyor who can clearly identify the property

lines to clarify what exact portion of property is owned by the insured.

We did not notice any significant structural deficiencies in the building that pose any

immediate structural safety concerns. In our opinion, the building structure of the reference

property is structurally sound at this time.”

Mr. [redacted] was advised of these findings and provided a copy of the report for his review.

Mr. [redacted] disagreed with the engineer’s findings and wanted these to be changed. Mr.

[redacted] also contacted multiple personnel at the Philadelphia Branch Office demanding the

same. It was agreed that a second inspection would be performed by the engineer, Erie Adjuster and

Erie Supervisor which is scheduled for September 30, 2014. The purpose of the meeting is to make

sure Mr. [redacted] is given every opportunity to voice his concerns and have them addressed.

At the conclusion of this meeting Erie will be in a position to make a final coverage determination

of the damages reported by Mr. [redacted] in conjunction with the policy language.

Please note Mr. [redacted] was advised that any concerns involving encroachment onto his

property line is a civil matter and not subject to the terms, duties and conditions of the policy of

insurance.

We greatly appreciate the opportunity to respond to your inquiry, and hope the information

provided will assist you

Review: After price jump for home insurance renewal I informed Erie in writing, about (1) month before old policy expiration, that I do not accept new price and will not renew policy with Erie Insurance under new condition. Despite that, Erie Insurance is trying to extort money from me demanding payment (using also collection agency) for service I have neither accepted nor ordered. At the end of expiration of old contract/policy there is no more contract between Erie and me. I sent the letter to Mr. [redacted] (President & CEO of Erie Insurance) but Erie Insurance doesn't get it and still is demanding payment. This is crooked business conduct. Stay away from Erie Insurance.Desired Settlement: Erie Insurance should withdraw charges, be punish for money extortion and send letter of apology.

Business

Response:

Dear Mr. and Mrs. [redacted]:

Review: Erie only issued a partial refund of premiums paid when my auto policy was canceled.

I decided to switch auto insurance companies due to poor customer service from Erie, and both called and emailed them on 10/30/15 to inform them, provide proof of alternative insurance, and request a refund of premium for the remainder of the policy (until 12/18/15) on policy #[redacted]. When I received the refund, it was significantly lower than it should have been - only $35 instead of the $97 owed. When I asked the customer service agent (Nima E[redacted], [redacted]) who processed the cancellation for me why, he claimed there was a $53 premium increase and $5 installment fee from the previous December (which was never communicated to me, nor agreed to) and a $10 late fee for not paying these bogus charges I'd never been informed of. The premium for the year from 12/18/14-12/18/15 was paid in full, and payment was accepted, with no mention of fee increases or installment fees, in December 2014. There was no indication of additional fees until after I'd canceled the policy, and they didn't want to return the full premium refund. I have attempted several times to contact Nima at Erie customer service to get them to correct their mistake, but they are now non-responsive. I can share email correspondence if needed.Desired Settlement: The premium paid was $708 for 12/18/14-12/18/15, meaning the refund should have been 708/365=$1.94 per day x 50 days between 10/30/15 and 12/18/15 = $97. They have already sent a refund check for $35; I'm seeking a refund of the remaining $62 owed.

Business

Response:

Thank you for> our letter dated January 26. 2016, received in our office on January 27, 2016. You request ERIEreview and respond to Ms. R[redacted]’s concerns disputing the correct refund amount credited to her policy.In review of our tile. Ms. R[redacted] elected a pay plan which afforded a discount if the annual premium ispaid in full prior to the effective date of her policy. When we did not receive full payment by the effective dateof her po’ic> . ~e re~ ised her pa> plan to qti~rterly inclallmentc and removed the associated pay plan dictount.Because ERIE processed this change on December 24. 2014, the same date we received payment from Ms.R[redacted], we agree to waive the associatcd fees and refund the additional amount due to her.Our office called and left a voicemail message to Ms. R[redacted] on January 27, 2016, requesting a call backto better explain our decision to refund the revised refund amount. We have yet to hear back from Ms.R[redacted] but stand ready to assist with any additional questions she may have.We appreciate you bringing this matter to our attention for further review. lf you have any further questionsplease do not hesitate to call me directly at [redacted]Sincerely,Stephen [redacted] Sr., ACS, AINS, AIS. AUExecutive Assistant IIOffice of the President

Review: I have been an Erie Insurance Homeowner's Policy holder since 2001. I recently received a non-renewal notice from Erie for reason of claim frequency. We had two burglaries in the span of 18 months with minimal losses. We made the claims with Erie and the total payout of both claims was less than $4,800.00 and was paid without issue. The process could not have been better, considering the circumstances. On June 6, 2014, we received a non-renewal notice from Erie Insurance, since then I have attempted to have our homeowners insurance renewed with Erie but was met with several issues that, I believe are unscrupulous and may be borderline fraudulent and meant to inflict financial strain on me and my family. Our first issue deals with the timing of receipt of the non-renewal notice and Erie initiating processing our automatic premium payment. We did not receive the non-renewal notice until after Erie had begun the process of extracting the premium payment. This timing appears intentional so that Erie can be assured of receiving their money, denying the consumer the opportunity to inquire about the validity of the non-renewal prior to the final paymentOur second issue is Erie neglected to listen to or even acknowledge that our incidents had extenuating circumstances. We were repeatedly told by the Office of the President that the policy could not be renewed. Is this how Erie wants to treat their policy holders? If the criteria is met..the policy is not renewed, no explanation from the customer can be stated much less considered?The third issue centers around communications with the Office of the President. As a result of the first two issues I was left with no alternative but to file a complaint with the Virginia Bureau of Insurance. I informed Erie that a complaint would be registered. Once Erie was notified of the complaint by the Virginia Bureau of insurance, I was repeatedly informed, via email, that further inquires, requests for information and general questions were to be direct through the Virginia Bureau. I, on multiple occasions had to remind the Office of the President that I was still a policy holder and a customer (my policy terminates on July 9) and question that this was in fact how they wanted communications to transpire. Each time The Office of the President rescinded this threat and resumed communications with me.The next issue pertains to the failure of the Office of the President to produce signed contractual documents. All I have been told is "this is the policy and the decision to not renew the policy is up to the Underwriters". At this point I am unsure that I ever agreed by signature to these terms that are loosely thrown around by the Office of the President with the explanation that this is what they are.Furthermore, my intelligence was questioned by the Office of the President when, after requesting a copy of the signed policy contract, I was told that information would have to come from our agent. Of course, I had already reached out to our agent and was told by our agent that the signed contract documents would have to come directly from Erie. The fact that The Office of the President assumed that I had not gone through proper protocol to obtain these documents was nothing short of insulting. This is all documented in e-mail correspondence and can be provided upon request. My fifth concern is related to the above issue, that after no less than 3 requests, via e-mail to the Office of the President, one request, via regular mail (as directed in the non-renewal notice) and one request of our agent, [redacted] to produce these signed contractual documents, no documents can be produced and appear to be nonexistent. In which case, what are the actual terms and conditions I agreed to? It seems to me that Erie is "shooting from the hip" and hoping I'll just accept what they say without substantiating the terms. The President of Erie Insurance has been copied on all my e-mail correspondences with Erie and in fact several e-mails we're directly addressed to Mr. [redacted]. I have yet to receive any response from Mr. [redacted], only from his office.Desired Settlement: Have Erie provide signed policy contract documents, homeowners insurance renewed or refund premiums paid (less claims) since the inception of the policy.

Business

Response:

This is in response to your letter dated June 23, 2014, which was received in the Office of the President

Review: On 3-6-14 I filed an auto claim with Erie Insurance on the grounds that if a invoice came through I would be contacted and have the opportunity to pay out of pocket instead of processing the claim. I called back weekly to see if an invoice had come through after a couple of months nothing had come through and my claims adjuster said it did not look like they would charge me and the case had gone inactive but she could put a note down to call me if a invoice did show up. Fast forward a year and I am shopping for car insurance again and find out I have a $800 claim on my account and now have difficulty getting the insurance I want. I called Erie to see what this is about and they paid out $800 and I was never contacted. So my claims adjuster says I can reimburse them for the mistake and they will fix the record, I agree. She calls back and tells me after talking to her supervisor that there is actually nothing they can do and its my fault I should of kept a better eye on it (which I was in till I was told by her not to worry about it and that she would call if anything came through).Desired Settlement: So I want the opportunity I was robbed of to pay this out of pocket and have it removed from my claims history.

Business

Response:

This is in response to your letter dated and received May 18, 2015 regarding Mr. [redacted]’s complaint related to

the settlement paid for property damages associated with an accident occurring March 6, 2014.

Our records confirm the Dillon [redacted] obtained coverage under an Erie Insurance Company of New York Auto

Policy with an original inception date of April 14, 2013. At the time of application, Mr. [redacted] appointed ERIE

as Attorney-in-Fact by acceptance of the subscriber’s agreement. By acceptance of the Subscriber’s Agreement

Mr. [redacted] appointed ERIE as Attorney-in-Fact with the power to adjust and settle losses and claims under the

policy.

On March 6, 2014, Mr. [redacted] filed a claim with ERIE for an accident occurring that same date. Mr. [redacted]

advised that he had struck a guardrail. He stated that he was not claiming damages for his vehicle and was

advised at that time that ERIE would await an invoice for the guardrail and settle the damages. The notes do not

reflect that Mr. [redacted] requested that he be contacted upon receipt of the invoice.

On April 14, 2014 the claim was closed as no invoice had been received. On May 13, 2014, ERIE’s adjuster

advised Mr. [redacted] that to date no invoice was received.

On June 11, 2014 an invoice from the state of New York was received by ERIE for damages to a guardrail in the

amount of $837.59 and payment was issued under Mr. [redacted]’s policy for the property damages.

On June 4, 2015 Mr. [redacted] contacted ERIE and inquired as to whether or not he could reimburse ERIE for the

paid claim. He was advised at that time that ERIE would not accept reimbursement for the property damages paid

the prior year and that by filing the claim he was authorizing ERIE to act on his behalf to settle any property

damages in accordance with the provisions of the policy. The adjuster also advised him that she could not

feasibly watch for invoices on all claims and notify our policyholders when they were received.

In accordance with the provisions of the policy and as Attorney-in-Fact as appointed by Mr. [redacted] at the time of

application, we believe we have settled the damages associated with the loss occurring March 6, 2014 properly

and reimbursement will not be accepted.

If you should need any additional information regarding this matter, please feel free to contact me directly at

###-###-####.

Sincerely,

[redacted], AINS, AIS, CPIW

Executive Assistant II

Office of the President

Review: I was involved in an automobile accident in May of 2013. I filed a claim through Erie Insurance for repayment of my medical bills, which total more than $20,000. I recently received a certified letter stating that this case would be closed in May of 1015 due to the statute of limitations. The claims officer takes weeks at a time to return my phone calls. I have mailed them all my medical bills and receipts several times. The state they are waiting for the hospital to send them information, for about 6 months this was the reason they stated they could not close the case. I contacted the hospital myself and gave them his number, they called him and provided him with as much information as possible. He still will not settle my case. All I want is a settlement to pay off my medical bills and save my credit score. I'm not asking for lost wages (over 6 months) or anything else. I have also called and ask to speak to his supervisor, I was sent to a voicemail, and NEVER got a call back.Desired Settlement: I just want you to contact the highest person possible at the Erie Insurance Company and make sure they are aware of how pitiful their employees treat people.

Business

Response:

This is in response to your correspondence dated and received April 23, 2015, regarding the handling and current status of Mr. [redacted]’ claim with ERIE.Our records confirm that the claim was reported to ERIE on May 24, 2013. ERIE was made aware of Mr. [redacted]’ pending injury claim on January 14, 2014.Mr. [redacted] was advised of the third party injury process on January 22, 2014 during a conversation with ERIE’s liability adjuster. A medical authorization form was mailed to Mr. [redacted] on January 27, 2014. The signed medial authorization was not received and had to be resent on March 14, 2014.Upon being notified by Mr. [redacted] that his treatment concluded on June 2, 2014, ERIE’s adjuster requested all medical bills, medical records, and wage loss information for review of his pending bodily injury claim. Throughout the process, the adjuster mailed several status letters and placed phone calls with limited return calls or responses from Mr. [redacted].As the statute of limitations drew near, the adjuster, as required by state guidelines, called and sent a letter to Mr. [redacted] advising him of same. The adjuster recently obtained the documentation to support Mr. [redacted]’ injury claim, evaluated the claim and has contacted Mr. [redacted] to resolve the claim. ERIE has negotiated a settlement with Mr. [redacted] and is preparing the necessary release and lien information to conclude the settlement. Throughout the process, Mr. [redacted] has been made aware of the status of his claim.Should you have questions or require additional information please feel free to contact me directly at ###-###-####.

Review: Erie Automobile insurance is contractually obligated to provide the best customer service to their clients...in fact, the company motto is "Above the Rest!!". However. in my case, the customer service provided by mostly all of the employees, has been horrendous. My claim was opened on July 6, 2013...Erie Claim adjuster, [redacted], failed to open my medical claim in a timely manner; it wasn't until elevated to management level that is was opened until July 11, five days later!. My latest complaint is in regards to a $500 deductible which, [redacted], Claim Adjuster, originally stated on July 7, that I will receive the deductible in a couple of weeks. However, correspondence from [redacted], Erie Ins. Subrogation Specialist, states as of August 8th they will begin the process of recovering my deductible....AN ENTIRE MONTH LATER AND THEY ARE JUST STARTING!!!! On August 16, I informed [redacted], Erie Subrogation Supervisor, of my concern and frustration, which he eagerly agreed to research and provide update within 24 hrs...where as, he declined any further discussion due to an Attorney representing my case, However my Attorney released authorized to both Erie and McCollum Ins for any and all future discussion. Therefore, it is evident [redacted] had not properly researched my case and resorted to a lame excuse to cover for not having a decent explanation for flawed company employees & processes.Desired Settlement: For Erie Ins pay me my $500 deductible and retrieve the funds with any other monies due them from my claim!!! the normal process is for Erie to expeditiously retrieve and forward my $500 deductible, however, since Erie is the cause of the unreasonable prolonged delay....it is only fair that they provide some kind of service in place of compensation for tremendously inconveniencing me!!!

Business

Response:

See Attached File

Date of Loss: 7/6/13

This is in response to your letter dated August 19, 2013, which we received on August 20, 2013.

On the above-referenced date of loss, our insured, [redacted], was involved in an accident with the claimant and was

not at fault for the incident. ERIE paid damages to the customer, minus her $500.00 deductible and is now in the

process of subrogating against the responsible carrier for the return of our payment, as well as the return of our

customer’s deductible. She does have an attorney; therefore, we have directed her to speak with her attorney in

regard to this matter. We assure that we are actively pursuing this matter.

We understand the frustration; however, every customer chooses a deductible in the event of a claim. There is no

guarantee in every case that the deductible will be returned. However, we are doing everything we can to

facilitate this matter.

Thank you for contacting our office. If further information is needed, you may contact me at [redacted].

Review: called the agent([redacted] #[redacted])friday 8/2/2013 to see about our homeowners ins. because we had water back up fro filter-leaf north had installed rain guards wrong.by monday morning at 7:45am a [redacted] from media office#[redacted] called and recorded conversation and I stated I dont know how the water came in to call my husband, she did and told him at 7:55an monday 8/5/2013 claim is denied never got all the facts never stepped foot in 1217 lane to look or anything.Desired Settlement: the $1515.00 we paid for homeowners ins and 2 car insurances thinking we had good coverage like the 25 yrs we had atnationwide ins,we only left nationwide because it went up too high erie gives a lot of false talking and they are not very nice on the phone once they get your money and we just found out they have so many bad reviews on the web

Business

Response:

See attached File August 19, 2013 This letter is in response to your correspondence dated August 7, 2013, and received in our office on August 7, 2013, regarding a complaint made by [redacted]. On August 2, 2013, a claim was reported to ERIE indicating that Mr. and Mrs. [redacted]’s property had sustained water damage to the walls and ceiling, as the result of a rain storm that occurred on July 23, 2013. The claim was assigned to Property Adjuster, [redacted] on Friday August 2, 2013. Initial contact was completed on Monday August 5, 2013. As part of the investigation, it is often customary to obtain a recorded statement to memorialize the facts of the claim. During Mr. [redacted]’s recorded statement, Mr. [redacted] explained that the dwelling was recently fitted with gutter guards to prevent debris from entering and blocking water flow in the gutters. There was a previous occurrence of an overflow of the gutters and water damage in the basement. On the date of loss, there was a rain storm, and water was flowing over the gutters and entering the basement through the foundation walls. Mr. [redacted] advised the gutters were filled with pine needles, and Mr. [redacted] cleaned the gutters to the best of his ability. The gutter guard company later inspected and also found a large amount of debris located inside the gutters. The company cleaned the gutters, and admitted that the guards had been installed incorrectly. They removed and reinstalled the gutter guards and offered to clean the carpeting. During the recorded interview, Mr. [redacted] emphatically stated that the cause of the water damage was the overflow of the gutters and seepage of water through the foundation walls. He further confirmed that the sump pumps in the basement were in working order and were in no way involved in the situation. At that time, Adjuster [redacted] explained that the Ultracover policy in force with ERIE extends all risk coverage subject to any exclusion that may apply. Unfortunately, there are exclusions for surface water, water that enters a property through foundation walls or floors, and faulty workmanship. A denial of coverage was issued and the applicable language was cited in the letter. This loss was reported to us ten days after the event, repairs to the gutter guards were already completed, and that the facts were established as being true by Mr. [redacted]. Therefore, an inspection by the adjuster would not have changed our decision. ERIE stands by the decision previously communicated, and we see no basis to take any further action in these matters. We greatly appreciate the opportunity to respond to your inquiry and hope the information provided answers your correspondence. If we can provide your office with additional information or clarify any item, please do not hesitate to contact me at [redacted]. Sincerely, [redacted], CPCU, AIM, AINS, AIS, CPIW Senior Executive Assistant Office of the President

Consumer

Response:

I would like Revdex.com to request a copy of the recording with [redacted] and to look at this claim a little closer about erie insurances policies(homeowners) in particular. I cannot see how the insurance can deny claims without looking at your home and damage. no I do not accept this response.

Regards,

Trudy [redacted]

Business

Response:

See attached File September 9, 2013 This letter is in response to the above referenced request for additional information, which we received on August 27, 2013. Pursuant to Mr. & Mrs. [redacted]’s request, we will be providing a copy of Mr. [redacted]’s recorded statement taken by Adjuster [redacted] on August 5, 2013. Upon completion o f the statement transcription, we will forward to the [redacted]’s mailing address listed on the policy. Sincerely, [redacted], CPCU, AIM, AINS, AIS, CPIW Senior Executive Assistant Office of the President

Review: My mother and I have had Erie Insurance for property for quite a while now. All of a sudden, we received a letter saying they didn't want to insure us because the building was not owner occupied. This IS A LIE. WE HAVE LIVED HERE OVER THIRTY YEARS. I contacted [redacted] who said they sent pictures to the insurance company where we had made some significant property improvements. We have utility bills, etc. to back up this information. Erie Insurance refused to work with us and want to cancel our policy. This is outrageous as we NEVER MADE A CLAIM AND ALWAYS PAID ON TIME. What kind of people are these? They have plenty of proof but refuse to abide by the contract.Desired Settlement: I want a full apology in writing from these people admitting to making an error. Our building has been owner occupied for over thirty years and this is fraud that the insurance company is committing by saying otherwise. I want a resolution to this and I want to hear from the insurance agent again as to why this is happening.

Business

Response:

Thank you for your letter dated January 26, 2015, received in our office on January 26. 2015, requesting ERIE respond toMr. and Mrs. [redacted]’ complaint of ERIE cancelling their Dwelling Policy.In review of our file, the ERIE Underwriting Department received information from the Agent advising that Mr. & Mrs.[redacted] property was vacant and therefore not owsner occupied. Upon reccipt of this information from the Agent,ERIE issued a Notice of Cancellation letter to Mr. & Mrs. [redacted] on December 11,2014. due to substantial changeand increase in hazard due to the dwelling no longer being owner occupied. The letter further indicated it is no longereligible for coverage as written under this policy.On January 26, 2015. ERIE received complaint letters from the insured through both the Revdex.com and theIllinois Department oF Insurance, prompting ERIE to further investigate the current status of the property. Upon theAgent conducting a physical inspection of the property. ERIE determined that the insured property is currently occupiedby the insured. ERIE is currently in the process of reinstating Mr. and Mrs. [redacted]’ Dwelling Liability Policy with nogap in coverage.Thank you for the opportunity to review and respond to our Policyholder’s complaint. If additional information isrequired, please do not hesitate to contact me directly at ###-###-####.Sincerely,[redacted], ACS, AINS, AIS, AU, CICExecutive Assistant IIOffice of the President

Consumer

Response:

Prior to January 2015 Erie Insurance had sent me a notice that they were cancelling my house insurance because my home was not owner occupied. This was incorrect. It has been owner occupied for 30 years. My agent said there was nothing he could do, so I checked out different companies and found a much better company at a much better rate. I reported Erie Insurance in the meantime for this aggravation. I called the agent at [redacted] at ###-###-#### and told him I found another company and did not plan to do any further business with Erie. After all that, Erie sent me a huge bill today demanding payment. They are crazy!!! I have been with another company since January 2015 and do not plan to go back to a company that treated me like this. I want them to get their paperwork straight.I want Erie to straighten out this billing. I am not insured with them since they cancelled my policy and I want to do no further business with them after I was treated like this. I want a full apology for all of this aggravation. They cannot even keep their paperwork straight!!

Business

Response:

Subject: ERIE Response to Policyholder Complaint Regarding Premium DueDear Mr. [redacted]:Thank you for your letter dated April 6,2015, received in our office on April 6,2015, requesting ERIE respond to thePolicyholders’ Complaint regarding current premium due on their Homeowners Policy.Your letter indicated Mrs. [redacted] filed a complaint with the Revdex.com back on January 25, 2015. SinceERIE reinstated this policy as noted in our previous letter to your office on January 30, 2015, Mrs. [redacted]’ concernshave been resolved.At your request, both the ERIE Agent and this office have contacted Mrs. [redacted] directly and she confirms she isextremely satisfied with the level of service she has received from both ERIE Insurance and her Agent [redacted].If additional information or clarity is required, please contact our office at ###-###-####.Sincerely,[redacted], ACS, AINS, AIS, AU, CICExecutive Assistant IIOffice of the President

Review: On 11/8/2011 I was hit by a car while walking (NOT driving). However, my auto insurance is still responsible for this coverage for medical care. To make a long story short, Erie Insurance FAILED to pay the emergency room bill from that evening. I was still getting billed by the ER for this visit. A year later, on 11/28/12 I faxed the latest bill to Erie Insurance (and have fax confirmation) and they verbally committed to paying the bill. About two weeks ago (August 2013) I received a bill from a COLLECTION AGENCY on behalf of the ER indicating the unpaid bill had gone to collections and they are attempting to collect the debt from me. I called Erie Insurance for explanation and they claimed that the bill from the ER was not in the "format" they desired and they had attempted to get a new bill but to no avail. Meanwhile, MY CREDIT HAS BEEN DAMAGED THROUGH NO FAULT OF MY OWN. Anyway, Erie claims they mailed a check on August 30, 2013 to the ER. But I called the ER and they said since the account is in collections that it would be sent to their collection agency. I called the collection agency today and they have yet to receive the check. Also, Erie Insurance told me today that the check they mailed for for LESS than the amount due - because of some Medicaid law or some other lie they wish to tell. In sum, I am still dealing with this issue almost 2 full years after being hit by the car AND MY CREDIT HAS BEEN DAMAGED BECAUSE OF IT. Erie Insurance has to pay for their extreme negligence in this matter.Desired Settlement: I want Erie Insurance to COMPLETELY handle this matter; not HALFWAY as they have for the past TWO YEARS. Why I am dealing with this issue at work calling multiple companies to handle a bill that was supposed to be paid by the insurance company that I FAITHFULLY pay on time each month for auto insurance? I want Erie to apologize and pay some type of restitution also for DAMAGING MY CREDIT with this negligent behavior.

Business

Response:

This is in response to a complaint dated September 10, 2013 and received by Erie on this same date. We have reviewed our file relative to this complaint. Ms. [redacted] was involved in an automobile accident on November 8, 2011. One medical bill from Chestnut Hill Hospital was received on March 29, 2012. On April 6, 2012 Erie Insurance was notified by Blue Cross/Blue Shield that they had made payment on medical bills that were related to auto accident injuries. Erie Insurance timely made payment on all bills submitted. The medical bill in question from Penn Medicine was never received by ERIE. On November 28, 2012 Ms. [redacted] faxed a statement showing a balance due amount. What she faxed did not have a diagnosis code and was not submitted on a HCFA 1500 form as required by the Pennsylvania Motor Vehicle Financial Responsibility Law. The balance owed the provider was $186.31 which indicated this bill was paid by health insurance. Erie Insurance returned this statement to the medical provider asking for the bill to be submitted on a HCFA 1500 and submit with medical records in order to make a benefit determination. When no response was received, another request was sent to this provider on February 12, 2013. No response was ever received nor was the bill submitted on form HCFA 1500 so that an Act 6 calculation could be done. Ms. [redacted] contact Erie on August 23, 2013 and stating that she received a collection notice from Penn Medicine for an amount of $186.31 which is the amount she is responsible for after payment by her health insurance. Contact was made with Ms. [redacted] on August 26, 2013 to inform her that the bill was returned to the provider for proper form and records so that an Act 6 calculation under the PA Motor Vehicle Responsibility Act could be obtained. An effort was made to get this balance due statement processed without the required diagnosis code or medical records since there was a procedure code on the statement. This information was forwarded to [redacted], our Act 6 medical bill repricing vendor to determine if an Act 6 validation could be done based on just the procedure code. This bill was processed without a diagnosis code or medical records. A check in the amount of $135.54 which represents the Act 6 allowable amount was mailed on August 30, 2013 to the provider. Ms. [redacted] contacted Erie Insurance on September 12, 2013 and was advised that the check to the medical provider was mailed on August 30, 2013 but was not yet cashed. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Review: I am have been an Erie Insurance (Auto) customer for approx. 20 years and recently received a notice of cancellation in the mail for non payment. I confirmed with my insurance agent that the payment was received by Erie Insurance but it was late. I called the customer service line to speak with them to discuss the matter and was told that there was "no solicitation for payment" and there was nothing further to discuss. Erie Insurance Policy # [redacted]Nobody will speak with me regarding the matter and I have been told to find a new insurance company. There appears to be no consideration for loyalty and nobody will give me an opportunity to discuss this cancellation. Thank you,[redacted]###-###-####Desired Settlement: Reinstate my Erie Insurance Policy # [redacted] and let's put the matter behind us.

Business

Response:

This is in response to your letter dated and received April 14, 2014 regarding the cancellation of Mr. & Mrs. [redacted]’s Erie Insurance Company Auto Policy effective May 9, 2014 due to non-payment of premium.

Our records confirm that on May 13, 2013 a Premium Invoice was issued and mailed for the renewal effective June 3, 2013. On June 3, 2013 a payment of $321.00 was received and applied to the account.

On August 12, 2013 a Premium Invoice was issued and mailed advising of the installment due September 9, 2013 in the amount of $325.50. On September 4, 2013 a payment of $325.50 was received and applied to the account.

On November 11, 2013 a Premium Invoice was issued and mailed for the installment due December 2, 2013 in the amount of $358.25. No payment was received. On December 11, 2013 a Premium Invoice was issued and mailed for the past due installment of $358.25 and advised that the payment was due January 1, 2014. On December 16, 2013 a payment of $358.25 was received and applied to the account.

On February 10, 2014 a Premium Invoice was issued and mailed for the installment due in the amount of $358.25 on March 3, 2014. No payment was received and on March 11, 2014 a Premium Invoice was issued and mailed for the past due installment of $358.25 now due April 1, 2014.

On April 7, 2014 a final Cancellation Notice was issued and mailed advising of the cancellation effective 12:01 A.M. Standard Time, May 9, 2014 for non-payment of premium. The notice was not a solicitation for payment.

On April 8, 2014 a Final Statement of Policy Balance was issued and mailed confirming the cancellation effective May 9, 2014 and advised that a balance of $282.25 remained due.

On April 10, 2014 a payment of $358.25 was received and applied to the account. However, as the final cancellation had been issued the payment did not reinstate coverage.

Upon further review we find that the payment should have resulted in a reinstatement of

coverage. Please be advised that we are in the process of reinstating coverage and will forward

updated billing to Mr. & Mrs. [redacted] confirming the reinstatement and future billing due.

If you should have any additional questions regarding this matter, please feel free to contact me

directly at ###-###-####.

Sincerely,

[redacted], AINS, AIS, CPIW

Executive Assistant II

Office of the President

Review: Thomas R[redacted], Material Service Adjuster, 717-484-0756 is the contact at Erie Insurance that was responsible for appraisal damage to my vehicle recently. He sent a letter to me on February 22, 2016 that indicated a Computerized appraisal. However, no such appraisal was enclosed.

Mr. R[redacted] mailed me a check for the damages; the check stub indicated that an appraisal was enclosed; however, no appraisal was enclosed.

On February 29, I went to [redacted] on [redacted] at 2 PM in order to get my own appraisal. While there, I was told that they could not do an appraisa and I'd have to contact Mr. R[redacted] for an appraisal. I called Mr. R[redacted] at 2:06 PM and advised of my situation; I gave my email address so he could send his appraisal immediately.

As of this day, March 7, 2016, I have still not been provided an appraisal, and have not heard back from Mr. R[redacted] since the above February 29 call.Desired Settlement: I would like a copy of the Computerized [redacted]raisal. I would also like an explanation and apology for the failure to provide the appraisal and failure to properly communicate with me.

Business

Response:

This is to confirm receipt of your letter dated March 9,2016. received in our office March 10 2016. You requestERIE review and respond to the insured’s concerns that he did not receive a copy of the appraisal report for hisdamaged vehicle.Upon receipt of your letter, ERIE mailed a copy of the requested appraisal report for the claim occurring January)30, 2016, to the attention of Mr. [redacted]. Our records indicate that ERIE mailed a copy of the appraisal to Mr.[redacted] on February 22, 2016. We apologize if Mr. [redacted] failed to receive that document or that it could have beenmisplaced.Thank you for providing ERIE the opportunity to review the claimant’s concerns and provide a copy of theappraisal to our insured. If you have any additional questions or concerns, please contact our office at [redacted]

[redacted]Sincerely,~-~ar~r4.Stephen ** R[redacted] Sr., ACS, AINS, AIS, AU, CICExecutive Assistant IIOffice of the President

Review: deceptive insurance and billing.I canceled my policy in advance,in writing to erie that I was not going to renew my homeowners due to high premium,I let my agent know as well,I called erie and wrote them,on the last call they told me my agent was at fault not them ,I explained that I pay erie every month,I have no contact with my agent,there was a approx 1 1/2 month period ,but my agent came forward and wrote a new policy at a much lower rate,SO I came back to erie insurance,now comes erie and bills me for the cancel policy, time frame.I called and them and they were more than rude,I have my autos and rental policies with them,I PAY OVER 3100.00 A YEAR,AND NOW THEY EXPOSE ME TO A COLLECTION ACTION.I am a retired senior,a veteran,and my wife is ill,and now we are deeply troubled my eries actions,this is a awful way to do business and reward their clients,I will hold them accountable for any actions that may result in health and stress issues as of their actions,can you please assist me in this matter.thank you for your help.Desired Settlement: cease collection actionrestore my credit history.

Business

Response:

Nonpay Cancellation Effective 621 13 Earned Premium Balance $145.00 Complaint ID [redacted] Dear Mr. Baker: This is in response to your letter of December 2, 2013, which we received by email on that same day regarding Mr. [redacted] disagreement with the earned premium balance of$145.00 still due under his canceled 1-lomeProtector Policy. A review of our file reveals that ERIE processed Mr. and Mrs. [redacted]’s 2013 2014 renewal on February 2, 2013 with an effective date of April 13, 2013 at an annual premium of $712.00. Enclosed is a copy of the Renewal Declarations (Exhibit #1). The billing was set up on Payment Plan A, which means that the entire policy premium is due by the policy effective date. ERIE mailed the first Premium Invoice to the [redacted]’s on March 25, 2013 advising them that their total payment of $712.00 was due by April 15, 2013. Enclosed is a copy of this Premium Invoice (Exhibit #2). When we did not receive a payment by April 22, 2013, we mailed another Premium Invoice on that date advising the [redacted]’s that based on Payment Plan A, their total policy premium of $712.00 was past due. It explained that they needed to make their premium payment by May 13, 2013. Enclosed is a copy of this Premium Invoice (Exhibit #3). When we still did not receive a payment by May 20, 2013, we issued a Cancellation Notice on that date advising the [redacted]’s that their policy would cancel for nonpayment of premium effective 12:01 ant, Standard Time, June 21, 2013. It indicated, however, that we would rescind our action If a payment of $712.00 was paid to us or their Agent before the cancellation date. Enclosed is a copy of the Cancellation Notice (Exhibit #4). On July 29, 2013, we issued the [redacted]’s a “Final Statement of Policy Balance” reminding them that their policy canceled for nonpayment of premium on June 21, 2013 and for the time we provided coverage from April 13, 2013 to June 21, 2013, there remained an earned premium balance due of$145.00. Enclosed is a copy of this final statement (Exhibit #5). Mr. [redacted] in his letter to your office indicates that he had advised the ERIE and his Agent prior to the renewal of his 1-lomeProtector Policy that he was not going to renew with Erie Insurance. Therefore, we should cancel his policy effective April 13. 2013 and eliminate the $145.00 earned premium balance. We reviewed this [redacted] RMPA doc The ERIE is Above All in SERVICE. situation with the [redacted] Insurance Agency and they have no record of Mr. and/or Mrs. [redacted] requesting the cancellation of their homeowners insurance. Erie Insurance does not as well. In fact, the insured let the policy lapse and then contacted the [redacted] Insurance Agency to rewrite them coverage. Therefore, because ERIE provided coverage from April 13, 2013 to June 21, 2013, we believe the $145.00 earned premium balance is owed by Mr. and Mrs. [redacted]. If you have any additional questions, please contact me at ###-###-####.

Sincerely, [redacted], AINS, AIS

Senior Executive Assistant

Office of the President

Review: Good afternoon, 1. during the month of Sept 2011, there were floods in our area, my home located at [redacted], was one of the homes affected by having approx 2-3 inches of water in it, my mother and I took every possible meausure to dry the basement, I also went to Lowe's and purchased a shop-vac and extracted the water out of the basement as much as I could. I borrowed 2 industrial fans and these remained in the basement turned on for approx 2 weeks. I proceeded to call my insurance co. Erie insurance in order to have a professional restoration company come out and do the rest. An adjuster by the name of [redacted] came to my home, he took a couple of pictures and said he would get back to me with the decision, services denied, because I didn't purchase flood insurance(I do not live in a flood prone area) 2. March of 2012 pipes of furnace broke and basement was flooded once again, oil and water all over the floor, throughout the basement, I was in panic. I proceeded to immedidately call Erie insurance, same adjuster came out [redacted], was sent to my home, note: one of the stipulations on my home owners policy indicates broken pipe damage is covered, Mr. [redacted] on his way out said we will send you a decision. I was sent a check for $500.00 dollars, there was also a $500.00 deductible, Erie once again denied coverage and failed to send someone out to repair. 3. During the month of August, Iwas in the process of starting to paint my basement and the contractor said, there are black stains on your walls and it looks like MOLD, this was on a Saturday. On Monday August 19th I called restoration co. by the name of Service 1st restoration who provided me with and estimate. I called Erie and placed a claim, the same lady that took the call, from the Harrisburg Erie branch came out to my home, the next day they sent out an engineer who works for Erie to reinforce their denial to my coverage for the third time. Engineer provided them with a report indicating water is coming from the outside in and that damages cannot be covered. I spoke to adjuster [redacted] who practically screaming said quote; if Service 1st was so passionate about your damages why didn't they send an invoice? end of quote. My health has been worsening, the basement is full of mold. I have little children and this insurance co has refused to help me. I spoke to 2 supervisors, one of them by the name of [redacted], who describes himself as the main supervisor in the Mechanicsburg office. I begged him to please have the basement repaired and he didn't want to hear me either. His telephone number is ###-###-####. I cried out telling him I have small children, he said it is my fault because water is coming from foundation walls and I do not have that type oc coverage.Desired Settlement: Due to Erie's negligence I am not only physically ill, but also emotionally. I fear for mine and the health of my children. Mold is rapidly growing. If Erie would have attended my very first call during 2011 and provided a repair company the problem would have never escalated to this level. On Friday Sept 14, Erie sent a final notice, stating that if I do not repair the house at my own expense they will terminate my coverage effective 11/05/2013. I will like repairs to be done in my basement, including mold to be removed and coverage to continue. I purchased my home on 05/15/2005 and Erie has been my insurance carrier ever since. Thanks for your kindness and willingness to help.

Business

Response:

This letter is in reference to your correspondence dated September 18, 2013, which we received on September 19,2013. Ms. [redacted] has addressed three claims within her complaint, after careful review of the three claims, we conclude they were handled correctly and unfortunately no coverage exists for the type of losses Ms. [redacted] experienced. In review of the September 8, 2011 claim, the loss was confirmed to have occurred from flooding due to surface water, flooding is excluded under the policy. In review of the March 1, 2012 claim, a partial settlement was issued along with a partial denial. The loss was confirmed to have occurred from a leaking water supply pipe to the boiler system. Payment was issued for the resulting water leakage; however, the maintenance costs associated with the repair of the furnace was excluded, as wear and tear issues are not covered occurrences under the policy. In review of the August 17, 2013, claim, Ms. [redacted] reported mold in the basement. A specialist was engaged to inspect and report the cause of the mold. It was determined to be from temperature and humidity conditions in the basement, not resulting from a sudden and accidental fortuitous loss, this type of occurrence is excluded under the policy. While it is never a pleasure to receive a letter from a policyholder expressing their dissatisfaction with a claims payment or decision, we have a duty to all of our policyholders to only pay for damages that are covered under the policy. In all of the above claims we conclude they were handled correctly and in accordance with the terms of the policy. We greatly appreciate the opportunity to respond to your inquiry, and hope the information provided will assist you in your response. If further information is needed, you may contact me at ###-###-####.

Review: Erie Insurance, a company we have been with for 20 years. 3 cars and the house insured with them. Here is the story. Last week 9/1/2014 I accidentally ran into y husbands truck backing out of garage which resulted in damage to both vehicles. I called in to claim the damage. I was told it would be taken care of that because we are both under Erie our deductible would be waved and we would have $20 rental insurance. 2 days later I received a call from the estimator who said "Do you know you do not have insurance?"Well that starts it all. I call our agent who advised me to call Erie. This I did. After talking with person #1, then a supervisor and then the President's office I was told my insurance was dropped on 8/29. Not one phone call, email, text or letter stating this fact. The reason was because they had no received the last payment. I know I had written the check and I had even called when cancellation notice came. They had told me if it is in the mail disregard, you are ok until 9/29/2014. The check never cleared which meant it had been lost. I asked them to go their accounting department and look for the check and they told me they did not have time to do that. They have over 20,000 people to take care of. I told them I would pay over the phone and they said they would not accept that. After another phone call to The President's office I asked them to reinstate my insurance. They told me I could talk to someone on Monday about it. So I said "you want me to drive through the weekend with no insurance?" She said I am not suggesting that. I was very angry at this point because I had already been driving a week without even knowing that I did not have insurance. What if something happened? what if. I look at my insurance cards in my car and see that they say 9/22/2014. So Saturday I had to call insurance companies and get new insurance. Today a phone call came. When [redacted] asked why we could not be reinstated the answer was "none, we have no reason "I personally have a speeding ticket on the insurance from over 2 years ago. Besides that no claims except for the recent roof damage from mother nature. We are a hard working family and to get treated like complete st is unacceptable. Please share this and if you have Erie drop them or you will be put into this situation at some point. Dropped for no reason after 20 years. DISGUST.Desired Settlement: Pay for the two cars that were damaged. Dropping insurance from someone without letting them know should be illegal. With today's methods of contacting a person there is no doubt in my mind they could have gotten a hold of me. TEXT, PHONE, CELL PHONE, VOICEMAIL, EMAIL, FAX, FACEBOOK, TWITTER, INSTAGRAM !!!!

Business

Response:

This is in response to your letter dated and received September 10, 20I4,~ regarding the cancellation of Mr. & Mrs. [redacted]’s Erie Insurance Exchange Auto Policy effective 12:0 1 AM Standard Time. August 29, 2014 for non-payment of premium resulting in no coverage afforded for the loss occurring September 1,2014. Our records confirm that on February 15. 2014 the renewal policy effective March 22, 2014 to March 22, 2Q15 was issued and mailed to Mr. & Mrs. [redacted]. On March 3, 2Q14 a premium invoice was issued and mailed for the first installment due on March 24, 2014 in the amount of $374.75. On April 1,2014 a premium invoice was issued and mailed for the past due installment in the amount of $374.75 which was now being requested by April 22, 2014. On April28, 2014 a Cancellation Notice was issued and mailed advising of a pending cancellation effective May 30, 2014. The notice requested a minimum payment of $i74.75 for reinstatement. On April ~9 2014 a rescinder notice was issued and mailed confirming receipt of a payment in the amount 0e$3 74.75 on April 28, 2014. On May 1,2014 a premium invoice was issued aod rpailed for the installment fee of$10.0O due May 22, 2014. On June 2,2014 a premium invoice wasissu~dand mailed donfirming receipt of the $10.O0payment and billed for the installment duein:the amount of$379.75 on June 23, 2014. On July 1, 2014 a premium invoice was issued and mailed for the past due installment in the amount of $379 75 and requested the payment be paid by July 22, 2014 On July28 2014 a Cancellation Notice was issued and mailed advising of the cancellation effective liOl AM, Standard Time Aqgust 29, 2014 for non-payment of premium. The notice advised that a minimum payment ot$379.75 was needed for reinstatement. No payment was received and the policy canceled effective August 29, 2014. On September 4,2014, Mrs. [redacted] contacted ERIE and reported a claim for a loss occurring September 1,2014. On September 5,2014 ERIE’s Claims Department contacted Mrs. [redacted] and advised that the policy was canceled. She stated that she remembered mailing the payment but that she had also checked her bank statement and did not find that the check had cleared. Mrs. [redacted] was advised to contact ERIE’s Customer Service Division for further assistance. On September 5 2014, Mrs. [redacted] contacted ERIE’s Customer Service Division and was advised that ERIE has no record of receiving her payment and that the cancellation remains effective August 29, 2014. Mrs. [redacted] was then directed to the Office of the President and was advised that if she cou!d produce confirmation that the payment had cleared her account we would review for ,possible reinstatement. However, based on her statement that she mailed the payment and ERIE having no record of receiving the payment, the cancellation for non-payment The ERIE is Above All in SERVICE since 1925 of premium effective August 29, 2014 remains in effect. She was also advised again that no coverage would be provided for the loss oecurnng September 1, 2014. On September 6,2014 ERIE was contacted to see if the policy could be reinstated with a lapse in coverage if payment were received. ERIE advised that as the policy had canceled and a loss occurred during the time the policy was out of force, payment would not be accepted to reinstate the policy with a lapse. We recognize the hardship this places on Mr. & Mrs. [redacted] but unfortunately the policy is not able to be reinstated nor are we able to provide coverage for the loss occurnng September 1, 2014 as the policy termination remains in effect 12:01 AM, Standard Time, August 29, 2014.

Consumer

Response:

This situation still disgusts me. I know I am not the only one that this has happened to also. The timing of all of the hail damage and that people are being walked over by this insurance company is not a coincidence. A check was lost in the mail. No one ever contacted me to tell me that my insurance was dropped. That alone should be against the law. With all of the methods of communication we have in 2014 some sort of "reaching out" to your client of 20 years should have happened. I would have resolved it on the spot by payment over the phone. I was not aware that the check had been lost. That part is disgusting. With social media and a reach over, 200K plus I have written what I feel and have seen many comments back stating that something similar has happened to them. The customer service is poor to say the least at Erie Insurance and being that we had been with them for 20 years means absolutely nothing as far as loyalty is disturbing. Regards, [redacted]

Review: We had a problem with our septic system which required the tank to be pumped and the drain field pipe dug up. Some septic waste water had backed up into the basement which needs to be cleaned and sanitized. I called the insurance company and an adjuster called me the next. Half way through our conversation the call was dropped because I was on the road. I called the adjuster back two days in a row and she didn't return my call for over a week. Meanwhile I had dug up the pipe by hand and repaired the problem myself. It seems to me that they were just waiting us out so they wouldn't have to pay on the claim to have the problem taken care of by professionals. We have a $ 1000.00 deductible but the total for everything getting done right would have cost considerably more.Desired Settlement: I went through a lot of time and trouble to dig up the pipe and repair the blockage. I think I should be compensated for that. We are also concerned about the sewage that spilled into the basement. I really think professionals should handle that.

Business

Response:

This is in response to your letter dated April 13, 2015, which was received in the Office of the Presidenton April 16, 2015 regarding the above reference claim,ERIE was notified by [redacted] on March 30, 2015 that he experienced a loss on March 29, 2015when a toilet backed up in the insured’s basement. The claim was assigned to ERIE’s adjuster whocontacted Mr. [redacted] on March 31, 2015 to obtain the details of the loss.Mr. [redacted] advised that the toilet was not flushing properly and water was backing up through thewater softener drain in the basement. Mr. [redacted] called [redacted] for servicing, who came out to snakethe line and discovered either a block or break in one of the lines. The adjuster advised that a recordedstatement was necessary for the investigation and that there may be a potential coverage issue. Aninspection of the property would also need to be completed. During the conversation, the calldisconnected and the adjuster was unable to again reach Mr. [redacted] at that time.On April 10, 2015, ERIE’s adjuster spoke with Mr. [redacted] who advised that he had the pipe inquestion manually dug up and that it was broken. Mr. [redacted] expressed concerns about bacteriagrowing in a corner of his unfinished basement. The adjuster advised Mr. [redacted] that ERIE couldprovide the names of mitigation companies and that the area needed to be inspected before coveragecould be determined. Mr. [redacted] informed the adjuster that he would think about it as the cost ofrepairs/mitigation may be below his $1,000.00 deductible. He advised the adjuster that he would contactERIE later to advise how he wanted to proceed. The adjuster advised Mr. [redacted] of his duty tomitigate the damages.ERIE’s adjuster has again attempted to reach Mr. [redacted] at the phone numbers provided but has beenunsuccessful in reaching him. ERIE’s adjuster will be forwarding Mr. [redacted] a letter detailing whatadditional information is needed to complete our investigation, determine applicable coverage andproceed with any settlement for any confirmed covered damages. Based on the above, we believe our action to be appropriate and look for your support in this matter.Should you need any additional information regarding this matter, please feel free to contact me directlyat ###-###-####.

Review: I have had business insurance with Erie for over 10 years. The business no longer needs insurance as it is winding down and when Erie sent me the invoice for payment for the upcoming year I sent it back with "cancel" on the bill. Two weeks ago they sent me a bill for 70 dollars saying that they had covered me while I was getting other insurance and I sent the invoice back saying that I had not gotten other insurance and had cancelled the coverage. They turned the issue over to a bill collector who has sent a threatening letter. So under protest I paid the bill but want to lodge this complaint against ErieDesired Settlement: I think they should refund the $70 dollars and apologize

Business

Response:

This is in response to your letter dated and received July 16, 2015 in follow up to our original letter dated June 18, 2015. We have again reviewed Mr. [redacted]’s complaint and are unable to locate any billing invoices marked “Please Cancel” that were received in our office. We are requesting that Mr. [redacted] please forward confirmation of his replacement policy in effect prior to February 27, 2015. Upon receipt of his replacement coverage we would be more than happy to amend the cancellation of his ERIE policy and adjust the earned premium remaining due in the amount of $70.00.