Erie Insurance Group

Review: I filed a claim for car repair after hitting a deer in November 2013. The car was in the shop for 4wks to repair $4450.10 worth of damages incurred to the front end of my car. During repair my alarm/starter system was compromised in some way -- neither the alarm nor the starter worked after I picked up the car on Dec 3,2013. As I drove the car away on Dec 3, I noticed a very audible & palpable "clunk" that occurs somewhere in the front end, as well as a pull to the left. I immediately drove back to [redacted] Collision that night to discuss it with them. They gave me a run around & would not take the car back in to find the problems. I called Erie Insurance the very next day & they wouldn't help me either. Fed up with the constant run-around, I took the car to Erie's corporate office & had them look over the car for issues. They found some of their own & the car was finally back to [redacted] for repairs. I was not able to get a list of repairs requested by Erie Ins. The "clunk" is still occurring, the car is still NOT aligned & Erie is wiping their hands of the whole thing. I have never had so much trouble with accident repair (Allstate, State Farm, nor Progressive)!!! Please help me. I cannot believe they gave me back a car that is not 100% back to pre-accident condition - which is what is expected after a claim is filed!!Desired Settlement: I want my car fixed!!! I want my Insurance company to do their job & back ME up, not be buddy-buddy w/ the repair place & leave me hanging in the wind w/ a car that "clunks" & pulls to the right now....

Business

Response:

This is in ?? response to your letter dated January 7. 2014. received on January 8, 2014.?? On the above-referenced date of loss. our insured struck a deer, causing damage to her vehicle. We have spoken with Ms. Fa~iek several times. met her at A-Tech Collision and made sure that while her “chicle repairs were reworked that she was gi~en a rental at no expense to her. Her shop of choice [redacted] Collision completed a front end alignment on her vehicle twice and has printouts that show the vehicle is within recommended specilications. On January 7111 1’. [redacted] spoL ~; ith !‘i.n [redacted]. and he offered to pay’ Tires for as’ (Ms [redacted]’ second shop 01’ choice) to diagnose Ow clunk” sound that she brought to our attention. if the shop finds damage related to the above accident then we would handle that as a supplement. Regardless we have offered to pay the diagnostic time to address Ms. [redacted]’s concern. We have yet to hear from Ms. [redacted] or her mechanic. We have already paid P J.’s Auto Sound a specialty shop that specializes in audio equipment and car starter installations to inspect and reset Ms. [redacted]’s car starter/alarm system. They were able to reset the system but hate recommended removing the system because, in their words, the “wiring is a mess”. We inquired whether this ~ as from something A-Tech collision had done during the repair process and they answered no. that it was done upon installation, so it is not related to this loss. e trust this is the information ou “crc seeking. II’ further information is needed, you may contact me at

Consumer

Response:

I was never shown any "paperwork" showing the alignment of the car done by [redacted]. Immediately after picking up the car at [redacted] both times, I returned & complained about the alignment. I finally paid Tires 4 Less to perform & print an alignment record showing that my car is out of alignment. It also shows that the alignment values become worse when the car's steering wheel is "straightened". No, [redacted] was not my "choice" per se - considering I'm not from this area, I was told by the adjuster that it would be the recommended shop to use, since it was a direct-pay vendor for Erie Insurance. As for Erie offering to pay for the "investigation" that is NOT true! I have been repeatedly told that it is wear & tear to the point that I have no confidence in the adjusters. My fear now, is that if there is ANY question about the U-joint, then they are going to refuse payment due to that excuse.

Bottom line, I sent my car in for repairs & was told that my insurance would repair to "pre-accident" condition. I am now driving around with a car that is causing damage to my tires. It has NOT been completely repaired, which is what my insurance company is supposed to be responsible for. I never should have been given a car that was "partially" repaired with the response of, "well, you'll have to find a place to take the U-joint out, if you can show it's bent, then we'll pay for it. Otherwise, you will be responsible for either replacing a new one or paying the labor for reinstalling the old U-joint." I have NEVER had such poor customer service from an insurance company. They are denying everything, so at this point I feel very scared, nervous, & overwhelmed when dealing with Erie Insurance. I would not recommend this insurance company to anyone.]

Regards,

Business

Response:

This is in response to your letter dated February 3. 2014. which we received on February 4, 2014 with the additional Complaint from the above referenced customer. Since our last response to you dated January I0. 2014. we have attempted to make contact with Ms. [redacted] with no response We had indicated in our letter that we had offered to pay Tires for less to diagnose the sound that Ms. [redacted] brought to our attention However, we have not heard from Ms. [redacted] or from [redacted] as to the outcome of the diagnosis or whether it has taken place. We will continue to attempt to work with this customer to resolve this issue. If further information is needed. you may contact me at ###-###-####. extension [redacted].

Review: I have Erie car insurance (full coverage). I have a 2000 BMW M5. I originally called in 2 issues thinking they would be handled under the same claim. During a huge snow in the DC area on March 6th. I warmed up my car and removed snow off of it. I came back outside and got in and noticed the windshield had a huge crack all the way across the windshield. I then backed out of the driveway and there was a snow mound from the plow truck and the ice put a whole in my front bumper. I called and placed a claim with Erie thinking they would be covered under 1 issue. After 3-4 days of calling and speaking with Mr. [redacted] (silver spring office) I was told I had to file to seperate claims for the seperate issues. So I did. I was then told that My BMW window would have to be replaced by [redacted] because that is who they deal with. I told them my BMW has a BMW windshield in it now, and thats what I want back in it. I do not want a [redacted] glass. Using non-BMW parts decrease the value of your car. I was told that I would have to go with [redacted] or get a used windshield. However on Erie's website it clearly states as a customer, I have the option of choosing my window repair shop. I Choose [redacted] BMW repair to install a new BMW windshield and use BMW parts for the install. Erie is not honoring what they claim the do.

https://www.erieinsurance.com/auto-insurance/claims/auto-glass-repairDesired Settlement: I'd like to pay my $250 deductable and have my BMW repaired using OEM new parts.

Business

Response:

This is in response to your letter o f March 19. 2015, which we received on March 27, 2015, regarding Mr. [redacted]concern with our handling and settlement o f the above-referenced windshield claim.A review o f our claim file information reveals that the windshield in Mr. [redacted] 2000 BMW has been replaced and heis picking this vehicle up from his dealership on March 27, 2015. Eric Insurance along with [redacted] will be handling allof Mr. [redacted] rental expenses since there appears to have been miscommunication between Erie Insurance and [redacted]This information has been communicated to Mr. [redacted]. We have also offered our apologies for the confusion.If you have any additional questions, please contact me at ###-###-####.

Review: Received collection letter from [redacted] - [redacted] Phone [redacted] - T[redacted]Reference Erie Insurance Exchange Claim Amount 325.00Claim Number [redacted]Since I did not renew our homeowners policy with Erie and had another insurance provider effective 7/30/2015 I'm a little surprised for this collection effort since there has been no correspondence or bill and my annual premium for the previous years had all been paid through escrow. The business named was my Erie insurance agent and never did they bill me for anything outside of annual premiums for home and auto when they had those policies.Desired Settlement: At a minimum I would like an explanation of the charges and proof they were legitimate and processed in the traditional manner - mailed etc...

Business

Response:

This letter is in response to your correspondence dated November 30. 2015. and received in our office on December 14. 2015, regarding a complaint made to your office by [redacted].Mr. [redacted]' complaint concerns a collection letter lie received for earned premium on the above-referenced policy. Mr. [redacted] states he did not want his ERIE'S homeowner's policy to renew and obtained insurance from another carrier. Unfortunately, ERIE was not aware that Mr. [redacted] had obtained other coverage until we received proof of other insurance: with Liberty Mutual on December 4, 2015. The policy was re-cancel!cd back to the renewal date of May 1 ().. 2015 and taken out of collections. Enclosed it the Final Statement of Policy Balance, showing there is no outstanding balance of premium owed to ERIE. We believe that this should resolve Mr. [redacted]' compiainl.If we can provide your office with additional information or clarify any item, please do not hesitate to contact me at ###-###-####.Sincerely.Karen * M[redacted], CPCU, AIM, AIMS, AIS, CPIW Senior Executive Assistant Office of the President

Review: Insurance company claimed they settled the account. But they didn't in the process they cancelled the rental car leaving me carless been paying for rental car fees out of pocket. The finance company want let me get another car due to the account still being opened it was never settled like the insurance company said it was. Nobody will return my calls and now I am stuck without a carDesired Settlement: Refund me the cost of the rental and pay the finance company so I can purchase me another car and move forward

Business

Response:

This is in response to your letter dated April 14, 2015, which was received in the Office of thePresident on April 15, 2015 regarding the above referenced claim.ERIE received notice of a collision claim involving Ms. [redacted]’s 2013 Chevrolet Malibuvehicle identification number [redacted] under an ERIE Insurance ExchangeFamily Auto Policy issued to [redacted].The claim was reported to ERIE on March 7, 2015 and an investigation of the claim wascommenced. The claim was assigned to a material damage appraiser on March, 9, 2015 forinspection. The inspection was completed on March 11, 2015, at which time the vehicle wasdeemed a probable total loss. On March 23, 2015, the claim investigation was completed andsettlement was authorized. An offer of settlement for the total loss of the 2013 Chevrolet Malibuwas extended and accepted on March 24, 2015.On March 25, 2015, [redacted] Consumer, the lien holder on the vehicle, was contacted for aletter of guarantee as to the loan payoff amount. The letter of guarantee was received on April15, 2015 and payment was issued to [redacted] Consumer that same day. Additionally theremainder of the settlement was overnighted to the insured on April 14, 2015.With regards to the rental concerns raised, the policy issued to Ms. [redacted] providedtransportation expense for rental with a $25 per day limit, not to exceed the $1,125 policy limit.These are the limits of coverage selected by the insured when she purchased the policy.Furthermore, the policy states:“Transportation Expenses will be provided for up to 45 days per disablement.Payment for Transportation Expenses will end as indicated below, whichever occurs first:1. No more than 10 days after we offer settlement;2. On the day the auto is replaced;3. On the day the auto is returned to you in usable condition; or4. On the day the auto could reasonably be expected to be repaired.ERIE provided coverage for a rental until April 7, 2015, which is 10 business days from the dateof settlement offer pursuant to the policy provisions. ERIE has paid $1,077.89 forTransportation Expenses. The insured was notified in advance of the last day of authorizedrental being April 7,2015 but she elected not to return the rental until April 9,2015.ERIE has fully reimbursed Transportation Expense pursuant to the policy provisions. ERIE firstlearned of the out of pocket rental charges of $67.37 on April 15, 2015. We will be issuing aformal letter to our insured explaining why these charges are not covered by the policy.Thank you for allowing us to address this inquiry. If you should need any additional informationregarding this matter, please feel free to contact me directly at ###-###-####.Sincerely,[redacted]., ACS, AINS, AIS, AU, dCExecutive Assistant IIOffice of the President

Review: I have been demanding Erie to stop taking an ACH withdraw out of my account that I do not use anymore. Every month they overdraw my account and I have to pay it back. I have called them, written them letters and flat out told them to remove me from their auto pay and still they keep pulling money out of my account.Desired Settlement: I would like to get all my over draft charges returned.

Business

Response:

This is in response to your letter dated February 5. 2014, which we received on the same dale. According to our information, the above customer was on our Express Pay [redacted] to make their premium payments. On rius program, one-twelfth of the premium is taken electronically trorn their banking account to pa~ for their policy premium each month. We have documented under the policy that the customer contacted ERIE stating lie had a new checking account on September 26, 2013 and was requesting that we change the withdrawal date, as well as the banking information. We emailed the Ibrm necessary to process this change to the customer’s email address ngaiiuppi~comcast.net on that same date. At the same time ‘ye held the October 4. 2013 withdrawal and moved ???????? it to November 1.2013 in order to make time to process the changes. We did not recei’.e the form back. I herefore, the drafls resumed on November 4. 20 13.. as we indicated to him tile) would if we did not reccive tic proper Form from Ii im prior to that withdraw al On Decembcr 2. 2013. the Policyholder contacted our offices again, hid eating we had the incorrect banking inlhrmatio:i cn file. We held the De~emher 4. 2013 v~ ithdrawat and ngain emai lcd the proper form to a different email arid~ecs. mike~aliuppi a gm2’I ‘oil (‘Wi I°u in C) “0 IJ. \‘flch”el ‘i — I ii F c~, id:cnttng that ‘~c ~€re still USiil~ tile ~iicorrect’Sanking inloi mation aild asked that lie be completely removed from our Express Pay Program We ~Tlell removed him fronl the ENpress Pay Program and placed him on the monthly payment plan at his request. We don’t believe we are responsible for the entire amount of the overdraft tees in the amount of $240.00 since we completely explained to Mr. [redacted]i that unless the form was receivet . the withdrawals would continue And notices o the pending withdrawals were mailed to the customer in advance of the withdrawal being taken. In the spirit of compromise and gi~ en the fact that lie did tell us ‘AC were using tile incorrect information. we wou cl be s~ illing to split the overdrati fees We would need the propL! documentation from the bank support hg the amount, and we will issue a check to the cusk mer tor lab or that cost. We regret that our customer is dissaiisfiecl and hope this will resol; t this matter The bankin& ~nfornl tiun with fiie proof of the fees an be sent to me directl\, I am enclosing a postace paid return e i~elope in the customer’s copy of this response. lt’~ou havi. an further questions, you may coin ict me at ([redacted]

Review: damage to home from hail storm. the roof was denied saying no damage from hail after admitting the house did get hit by hail.

We had hail damage to our home from couple of storms in 2014. We had damage to our window screens, downspouts and gutters, and also had about 6 trees blown down, water damage to interior of home from water under the shingles and also shingle damage. I also had over 1/2 inch of granules that was knocked off shingles in the gutters after the storm. Erie Ins. admits damage from hail on the downspouts, gutters, screens and trees, but says the shingles were a faulty product from mfg. They did send a engineer out that they paid just to says the same words ad the adjuster.The shingles our 14 years old and never had a problem before storm. The hail knocked off a excessive amount of granules taking away from the life expectancy of the shingle. We had 2 different roofing companies as well as a general contractor look at the roof and all had said there was hail damage. The neighbors on each side of us having different insurance companies determined that their roofs had been damaged by hail and are replacing the roof at 100 %.Desired Settlement: I am seeking a replacement of roof. I am suppose to except that hail storm damaged our trees, downspouts, gutters, screens , but didn't affect our shingles? We have shorten life left on our shingles as a result of hail , knocking off an excessive amount of granules. This is a 100% replacement policy and needs to be replaced.

Business

Response:

This letter is in response to your letter dated and recei ed March 9,2015. Below you will findour response to Mr. [redacted]’s complaint with with your office.On January 17, 2015, ERIE’s insured submitted a claim for hail damage to his home due o astorm on August 2014. On January 21, 2015, the adjuster met with the insured and hiscontractor to inspect the home. During this inspection, no hail damage was found to the roofshingles. The adjuster found that the roof shingles granular loss was due to possible defectiveshingles. There was minor hail damage found on the front gutter and one downspout. ERIE theninspected the interior of the home and ound water damage to a bathroom and bedroom.Due to the condition of the roof and the ssibility of a manufacturer defect. ERIE engagedDonan Engineering for objective findings.On January 27. 2015, Donan Engineering completed their study of the home. We received thewritten report on February 2,2015. The report summarized the following:• Evidence of up to 1 2” diameter hail impact was found in the form of dents in thedownspout.• Hail smaller than 14 ‘diameter is incapable of damaging sound dimensional,fiberglass-mat asphalt shingles.• Any hail that has impacted this roof was of insufficient mass and velocity tocompromise the integrity and functionality of these shingles.• No hail damage was found on the roof shingles• No wind damage was found to any of the shingles on this roof.• Balding is evident on the roofThe engineers report from Donan Engineering is enclosed for your review.Mr. [redacted] is requesting total replacement of his roof due to hail damage. There is no damageto his roof shingles as a result of hail. The damage is due to balding, which is commonly definedas granule loss on a shingle.It is ERIE's position that there is no hail damage that affected the roof.Settlement was paid in the amount of $4,622.84 for hail damage to soft metals — gutters anddownspouts as well as six window screens and interior water damage in the kitchen andbathroom. This payment also included the policy limit for trees taken down by wind.We would be willing to consider any additional documentation that the insured can provide withrespect to this matter.Please be advised that nothing in this letter is intended to waive or alter any of the terms,conditions or defenses under the policy of insurance in question, all of which are expresslyreserved and reaffirmed.We greatly appreciate the opportunity to respond to your inquiry, and hope the informationprovided will assist you in your response. It you should need any additional informationregarding this matter, please feel free to contact me directly at ###-###-####.Sincerely,[redacted], AINS, AIS, CPIWExecutive AssistantOffice of the President

Review: I had called my homeowners, Erie Insurance to ask a question regarding my policy and if my policy had settlement coverage on it because my front porch concrete slab was sinking. My concrete contractor that I hired to fix it told me to check with my homeowners to see if my policy had this type of coverage. I never said I wanted a claim filed or asked if my issue was a claim and nor was I told by my agent that by asking this ? which only involved if my policy had settlement coverage that we would get a claim filed against us...I was told by [redacted] that they would send someone out to talk to me. She never told me that she was filing a claim and I never asked her too. It was a ? about my policy coverage...that was IT! This phone call ended up getting us a "CLAIM" filed on our homeowners!!! FYI...my policy did not have coverage for our issue, which my agent could have told me via phone when I called to ask! Totally blindsided!!! How am I to know how they handle stuff...I have never attempted to file a claim, etc. After going rounds with Erie and talking to the Office of the President at Erie, they informed me that your agent (even though they set up your policy) cannot tell you what your policy covers and that they must send an insurance adjuster out to determine what your policy covers. Talk about the most ridiculous thing I have ever heard of! Needless to say, we have been talking to many other insurance companies and have found out this is a big problem with Erie and once a claim is filed, it's a done deal and it carries over to any other existing insurance company for so many years. This is their way of tying you to them b/c most people don't want the extra cost of a higher deductible if something were to happen! The office I dealt with at the time of the phone call was [redacted] @ [redacted] Insurance, [redacted] (###-###-####). The other insurance companies I have been talking to have never done stuff like this to their customers...file a claim in regards to questioning if your policy has a certain coverage on it! My goodness...your agency is there for you to ask questions! I have spoken to so many people from Erie Insurance and no one is willing to work with me. It has all been a "screw you" we don't care, it is what it is! I've been with Erie Insurance since 1996 and never in a million years did I think I would have to consider another insurance company. Talk about being so dishonest and sneaking towards their policy holders! I have been discussion this whole issue with my attorney as well!Desired Settlement: I want this ridiculous claim removed that I did NOT authorize, nor did I agree to a filing of a claim against us and more so I was NOT told that a claim was being filed against me! My question did not warrant a claim to be filed against my homeowners, nor was told that a claim was being filed against me. Had I known [redacted] was doing so, I would have told her to forget it...I'll eat the cost to replace my concrete slab which I have already done so! But now I have a "false" filed claim against me that shows up on every other insurance agencies record for something I did not ask or approve of!

Business

Response:

This is in response to your letter of August 15, 2014, which we received on August 18, 2014. Mrs. [redacted] is

Review: After 20 years with the company and only 4 incidents in the last twelve years with 6 drivers we paid over 100,000 in premiums and only claimed 13k

they dropped us due to high incidents!! Really?? I can not believe how Bob Maxton was such an unaccommodating person to talk to and his reasonsoning was highly insulting!! 4 actual claims(one a tow bill) in twelve years after insuring our cars and house for twenty!!!! Unbelievable. If this is what insurance is then I want no part of them!! Its OK to take my money for years but as soon as you have a claim we drop you???? Hmmmmm is this the American way??? I don't think so!! Thanks for also not letting me talk to someone higher up when I asked to talk to someone else Bob told me I could not.Desired Settlement: I would like to talk to someone regarding this lack of customer service(other than Bob) to get a resolutions as to why after paying 100,000 in premiums over the years and after having only 13k worth of claims in twelve years we are ineligible to be insured??? Really?? What is the point of paying premiums if when you need to use the insurance you get dropped!!!!

Business

Response:

This is in response to your letter of January 6, 2016, which we received on that same day. You have asked that

we respond to a complaint filed by Mrs. [redacted] regarding ERIE’s decision to nonrenew her family’s Automobile

Insurance Policy effective March 7, 2016.

According to our records, Mrs. [redacted] has been insured with Erie Insurance since 2002 (14 years). According to

our records, they have submitted a total of six claims totaling $13,780.83. We have collected premiums during

that same time period of $24,356.00. As you can see, the [redacted]’s have paid more in premium than we have

paid in claims. However, our concern is with the recent deterioration of the overall loss history and driving record

of the [redacted]’s. There have been three at fault accidents in the past three and a half years, as well as Trent

[redacted]’s record of two moving violations and a license suspension. Enclosed is a copy of the Notice of

Nonrenewal explaining this information to the [redacted]’s.

While this has been a difficult decision for the ERIE to make given the [redacted]’s 14 years with us, and we

certainly understand their frustration with receiving this notice, we believe their driving record has [redacted] to

the point where we can no longer continue to provide their insurance protection. Therefore, we must standby the

nonrenewal effective March 7, 2016.

Mrs. [redacted], in her letter to your office, alleges that I was “unaccommodating” and was “highly insulting”

during our phone conversation. I can assure you that is not true and I remained professional during our

conversation. I tried to explain during our conversation the reasons why the ERIE did not want to reconsider our

position. Mrs. [redacted] became angry and began berating Erie Insurance. Then, she requested to speak with our

president, which I refused as I had already answered all her questions.

If you have any additional questions, please do not hesitate to contact me at ###-###-####.

Review: Erie insurance keeps billing me for services I do not need. I am a sole proprietor/general contractor and they have billed me for $3,000.00 on a workman's comp policy to cover employees when I have no employees! I refuse to pay this!Desired Settlement: To release me out of the $3,000 Erie says I owe when I don't need workman's comp insurance! They sent this to a collection agency! I refuse to pay for something I do not need!!!!

Business

Response:

This letter is in response to your correspondence dated June 25, 2014, and received in our office on June 27,

Review: My apartment was flooded, heavy rain coming in the front, and sewage drain filling up the back. Made a claim at 1230 am when I arrived home from work, was told to make an inventory of my items and take pictures for the adjuster and they would have no problem getting the items replaced via my renters insurance. Then I was told this morning at 10am that they don't know why they said that, my renters insurance doesn't cover the damage to my contents. I was guaranteed help through this rough time just to be told 8 hours later that they cannot do anything for me. I was lied to, and now have no option to replace my furniture/bed/other basic items that I need.Desired Settlement: My renters insurance covers up to 15,000 in contents. I don't think I have nearly that much in my apartment, all im asking for is enough to replace my two couches, bed, dressers, entertainment center, and other water damaged items. I dont see the damages going past 10,000, the most expensive items were my guitar which was about 700 and laptop which was 1100. All I need is for my insurance to insure me

Business

Response:

This is in response to your letter dated June 17,2015, which we received on the same date.On the above-referenced date of loss, Mr. [redacted] reported water damage throughout his apartment due to heavy rainsin the area. He stated the water was about four inches deep, and he was using a shop vac to take up the water. Atthe time of the report, there was no confirmation of coverage given. The loss was assigned to a claims adjuster,and the adjuster made contact with Mr. [redacted] on the same date as the loss. Being that the cause of the loss was dueto water coming up through the drain, there is no co~erage according to our policy language. The claim assubsequently denied by phone at approximately 10:00 a.m. on June 16, 2015. We have also mailed a writtendenial letter to the customer, outlining the section of the policy where the exclusion for this type of loss can befound.We are mindful of the inconvenience and devastation that a claim can cause. Unfortunately, coverage for thistype of loss does not exist under the policy. Therefore, we are not able to provide any payment for the damage.Thank you for contacting our office. If further information is needed, you may contact me at ###-###-####.Sincerely,[redacted], API AIS, AINS, CPIWExecutive Assistant IIOffice of the President

Review: I have had insurance for years with [redacted] in Lakewood, Ohio and Erie. I renewed my auto insurance in May for another year. The coverage was supposed to run from May 31, 2015 to May 31, 2016. It cost $443, which I charged. When I moved to Bay Village, Ohio, the rate went down, and I was refunded $59 (premium now $384). In July, I added my wife's car to the policy and paid an additional $319 on August 18th (total premium paid $703/coverage dates remained the same). $20 was refunded due to an error on the company's part (something about not knowing that my wife and I were married), but the check was written to both of us even though I paid for all the Erie insurance, so it has never been cashed. In October, my wife and I decided to get divorced and in the process of taking my old house, which had been up for sale, off the market and moving back in, I replaced the expensive vacant home insurance from another company with conventional Erie home insurance. At that time, I was told by my agent that the auto policy, even though already paid in full through May of 2016 had to be canceled since my wife and I would now be living at separate addresses. I didn't want to do this since I had already paid for my auto insurance that year, but I was told that the old policy had to be canceled and two new policies created, one for each of us. When I asked if I could just be credited at least on my new separate policy since I had already paid for auto insurance, I was told that Erie didn't do things that way. Instead, I would get refunded for the unused portion of the old policy and that new bills would be issued for the new separate policies. Subsequently, I paid $419 on November 23rd for a new year's worth of auto insurance (from November 9, 2015 to November 9, 2016). When my refund check never showed up for the unused portion of the premium for the old policy, I contacted the [redacted] Agency on December 7th, 8th, and 9th, when I finally spoke with my agent and I was told that a refund of $100 or so had been issued, which I never received. Since the refund should have been closer to $379 (not even counting the uncashed $20 check, which would make it $399) since only 163 of the 366 paid for coverage days were used, I was puzzled. I sent my agent an email that night explaining why the refund amount was wrong and didn't hear from her for 11 days despite numerous followup phone calls. Frustrated, I contacted Erie Insurance directly (Terrence C[redacted], the CEO since his name was always on the letters Erie sent me). Upon contacting the CEO, my agent got in touch quickly, as did an executive secretary, who both told me that I would not be refunded any money. What seems to have happened is that instead of creating two new policies, My agent erred/was lazy and left my wife on my old policy, negating any refund from it beyond the strange $100 one (which my wife claims to have never received anyway) and the company appears to be insistent on justifying that mistake instead of rectifying it (the executive secretary's oh so helpful suggestion was that I just sort out Erie's error in the divorce proceedings, but, not only are my wife and I little more concerned with the welfare of the newborn, but also whatever they did with my money doesn't much matter--they could have credited it to any of their other policyholders or bought bagels one morning for the corporate headquarters--it still doesn't change the fact that it's money they owe me, the payer of the premium, most of which went unused). So basically, I'm out over a week's wages at my current job because Erie appears to be too cheap to admit one of their agents made a mistake. As a result, I still await my refund, which is quite past due. Any help you could give me in getting my money back would be greatly appreciated.Desired Settlement: My money back, as well as the refunds for the new policies, which I canceled shortly after this incident.

Review: I originally signed up for insurance with [redacted] DBA [redacted] Insurance at [redacted] I had trouble with another insurance company and wanted to make sure I good coverage for both my residence and rental property and she guaranteed my policy was good- but after the year my renewal was not sent to the correct address for payment and [redacted] told me she was going to transfer my policy (the same as she wrote it) to her affiliated company [redacted]. During the last year there has been construction at my rental property on [redacted] Street - and its hard to get a tenant to lease with orange barrels blocking the driveway! I finally rented at the end of Nov for Feb 1st - and just got an approved rental for the lower Jan. - There was cold snaps in WI - and to be a responsible property owner I placed EXTRA heat in all floors along with the furnace- and turned off the water by the meter and open the valves in the bath tubs - incase any other water was built up that may burst the pipe. The Sunday I was collecting the money from the new tenant- I heard water RUSHING in the tub - went downstairs and found water coming out of the very valve I turned off - with the handle found shot across the room - and more water oozing from the meter seals - I called CITY OF MILWAUKEE WATER from 9:30ish to have them turn OFF the water before the meter. I waited patiently for 3 1/2 HOURS for their promise to turn off the water while calling plumbers , taking stuff out of the basement into the first floor so it wouldn't get ruined with the water rushing in - only to have the CITY OF MILWAUKEE WATER tell me the last call - "your next in line ...Oh wait a minute your on [redacted] St...well we are NOT coming out at all because we show your building is boarded up because of the I-94 project- and hung up and wouldn't answer the phone until the police were called- the city sent out two female workers with NO TOOLS to shut off the water- and finally the FIRE DEPT !Desired Settlement: I did everything I could possibly do to avoid any damage to the house until the brief time a new tenant came in. The city Water failed to respond to emails regarding the incident for 7 months - and I filed with the insurance so they could pursuit the loss. [redacted] agent at Erie filed my claim as "water damage" even that I specifically told him I was NOT filing Water damage because the water was OFF - and there was little or no damage since I cleaned it up right away -My claim denied!

Business

Response:

This letter is in reference to your correspondence dated August 22, 2014, which we received on

August 25, 2014.

A review of our claim file indicates that Ms. [redacted] reported this claim for water damage to

[redacted] Insurance on August 7,2014. The date of loss is January 12,2014. The Wisconsin Branch

office received the claim on August 7, 2014. The claim was assigned to Property Adjuster, [redacted]

[redacted]. After making several attempts, Adjuster [redacted] contacted Ms. [redacted] on August 12,

In her recorded statement taken on August 12, 2014, Ms. [redacted] reported her rental property

had been vacant since August of 2013. Ms. [redacted] explained that she discovered water

spraying from the water meter in the basement. According to Ms. [redacted]’s plumber the shut off

valve shot off the meter due to excessive pressure in the system. Ms. [redacted] contacted the City

of Milwaukee water utility, the police department and fire department to have the water shut oft.

The building at [redacted] Street in Milwaukee, Wisconsin is insured by a Dwelling

Property I — Basic Form, [redacted] This policy provides Named Perils

coverage for the building. Water damage is not one of the named perils. The policy does not

cover land. The policy does provide coverage for fair rental value, but there must first be loss

by a Peril Insured Against to the Described Location. Since there was no damage by a Peril

Insured Against, there is no coverage for the lost rents. Our coverage determination was

provided to Ms. [redacted] verbally on August 18, 2014 and in writing on August 22, 2014. Please

reference the following policy language from form DP 00 01 (Ed. 12/02) UF-8082:

From page 1:

A. Coverage A - Dwelling

2. We do not cover land, including land on which the dwelling is located.

B. Coverage B - Other Structures

2. We do not cover:

a. Land, including land on which the other structures are located;

From page 2:

D. Coverage D - Fair Rental Value

1. If a loss to property described in Coverage A, B or C by a Peril Insured Against under

this policy makes that part of the Described Location rented to others or held for rental by

you unfit for its normal use, we cover the fair rental value of that part of the Described

Location rented to others or held for rental by you less any expenses that do not continue

while that part of the Described Location rented or held for rental is not fit to live in.

While it is never a pleasure to receive a letter from a policyholder expressing their dissatisfaction

with how their claim was handled, we have a duty to all of our policyholders to only pay for

damages that are covered under the policy of insurance in question. Nothing in this letter is

intended to waive or alter any of the terms, conditions or defenses under the policy of insurance

in question, all of which are expressly reserved and reaffirmed.

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

provided will assist you in your response.

Sincerely,

[redacted], AINS, AIS

Senior Executive Assistant

Office of the President

Enclosures:

1. Denial Letter

[redacted] Claims Manager

[redacted] Branch Office

Consumer

Response:

I DID NOT FILE A COMPLAINT OF "WATER DAMAGE" to my insurance Company - THAT is the complaint!

In fact I clearly DISPUTED the invitation that my claim was for "water damage" during the phone interview with [redacted] after he asked me to forward all the papers from the CITY OF MILWAUKEE- and didn't even respond to them.

I NEVER claimed 'water damage' - in fact during the process of telling [redacted] what happened - that the City of Milwaukee via negligence (or deliberate intention) shot excessive pressure into my water line , dug up my entire yard with a BACK HOE , and through the 7 months of not responding to TWO claims filed with the city to correct the vandalism - they ignored me all that time causing LOSS OF RENT. Prior to the damage the city caused to my property - the city also had construction for months with orange barrels digging up the entire street - so the apt wasn't able to be rented until finally in Nov- I took a deposit for a lease that started Feb 1 (upper unit ) and during January I had an approved application for rental for the lower - where the tenant was going to bring a deposit THE DAY the CITY METER failed and blew its seals - causing the handle to bust right off my customer turn off valve. When I called the city - they told me there was a wait

because of other busted pipes within the city - I waited patientlly for over 3 HOURS when "shawn " of the city water dept told me they were NOT coming out at all because they said they show my building was boarded up because THEY were building the I-94 Freeway through my duplex - and 'they didn't want to waste their time on a building that was already set to be demolished" and hung up on me and would NO LONGER answer the Water Dept phone -

THAT WAS MY CLAIM ....I NEVER claimed "water Damage" to ERIE ([redacted]) , Did "change my claim from the water damage at any time -because I never claimed that in the first place , and even DECLARED within the first few minutes of the PHONE INTERVIEW that "I'm not claiming "water damage" because I did NOT even have any water damage - and the water was cleaned up immediately with 20 bottles of clorax and 5 fans - just to make sure there was NO WATER DAMAGE- and that was my statement ....[redacted] on his own accord put the claim in as "water damage" so they would not have to pay my claim - FALSE STATEMENT !

Review: Invalid bill for insurance that was cancelled, and company did not fix the bill or follow policy.

Policy #[redacted]

My [redacted] insurance expired at 12:01 pm CDT on Jan 6 2016 I went to Erie insurance and purchased a policy. There was two options on the policy one was electronic check that pulls your bill from your bank account and the other you send check to pay the bill. I choose the electronic withdraw because it was $30 cheaper. Erie said my bank information was invalid and the bank account was not active. I pulled several letters from regions and had regions bank to contact Erie stating the account was valid, active and in good standing. Erie still refused to accept my bank account and I was told on Jan 12 that my insurance was no longer in effect, I said that fine cancel it since you can't get your system together I went with [redacted] and started insurance on the 12 of Jan. I received a bill from Jan 5-Jan 27th for the Amount of $96.00 I refused to pay this bill it is not valid at acurate. The company lost my business because of there incompetence with my valid information.Desired Settlement: Charge me for Jan 5 to Jan 11th

Business

Response:

Thank you for your letter dated February 23. 2016. received in our office on February 23. 2016. You requestERIE review and respond to Mr. [redacted] concerns regarding his submission for electronic fund transfers and apending premium amount due For his automobile policy.In review of our file, the following events occurred:ERIE's Agent bound a policy to provide Mr. [redacted]’s automobile insurance protection effective January5, 2016. Mr. [redacted] elected a pay plan option for automatic electronic fund transfer to make hispremium payments.• When ERIE attempted to withdraw a predetermined premium amount from the information provided forMr. [redacted]'s financial institution, the payment request was returned to us as an invalid bank accountnumber.• When ERIE was unable to withdraw payment from the information provided to us, we amended Mr.[redacted]'s electronic fund transfer pay plan option to a monthly billing cycle.• Mr. [redacted] purchased replacement coverage with another carrier and cancelled the ERIE Auto Policyeffective January 27, 2016.• ERIE cancelled Mr. [redacted]’s policy as requested and mailed a Final Statement of Policy Balance to himon January 28, 2016, indicating an earned premium amount due of $96.00. This notice confirmed thepolicy terminated on January 27, 2016.While it is never a pleasure to find that any policyholder has concerns such as this with ERIE, premium remainsdue for the time period coverage was in place and was charged in accordance with policy provisions. Therefore,earned premium remains due in the amount of $96.00.Thank you for providing ERIE the opportunity to respond to Ms. [redacted] complaint. If you would like anyadditional information or clarification, please do not hesitate to contact me by phone at ###-###-####, or by faxat ###-###-####.Sincerely,Stephen ** R[redacted], ACS, AINS, AIS. AU. CICExecutive Assistant IIOffice of the PresidentSR:c:

Review: To whom it may concern:I want to inform you of how dissatisfied I am with the customer service I have received from [redacted]. From The [redacted] who represents Erie insurance Group. 13 days ago I had requested a COI from [redacted] and I have yet to receive it from her. I can not afford to be doing business with a company who does not treat their customers as there top priority. This is completely ridiculous that even have to take the steps of contacting the Revdex.com to try to get results for something I'm pay for. Please contact me ASAP Thank you...Desired Settlement: Get the COI to Homedepot with the proper endorsements on it ASAP

Business

Response:

This is in response to your email to us dated September 2, 2014, which our office received on that same date,

indicating an Erie Insurance agent failed to produce a Certificate of Insurance on behalf of our insured.

After discussing this issue with the producing agency, The [redacted], we determined the requested

Certificate of Insurance was in fact sent to the insured’s customer directly as initially requested. We also

determined that a request from the agency was mailed to our office, requesting we add the [redacted] and [redacted]

additional insured endorsements to the insured’s policy. Please understand due to our service standards, most

endorsement requests are usually added to our policies within 10 business days. Upon the receipt of your letter

to Erie Insurance, we have expedited the processing of these endorsements and show them to have been entered

onto the insured’s policy on September 3,2014 made effective July 3,2014.

If further information is needed from our office, you may contact me directly at ###-###-####.

Sincerely,

[redacted]., ACS, AINS, AIS, AU

Executive Assistant

Consumer

Response:

please have them call me ###-###-####

Review: My insurance agent contacted me asking if a certain teenager lived with me and if I had insurance on him. I told them that he lived with his mom and she was in charge of putting insurance on him. The matter was dropped until he decided to move in with me this past August 2015. I contacted insurance company telling them of this and that I would be purchasing a car with him for college and wanted him on my insurance. They went back and charged me from the time he became 16 until now and sent me 10 different invoices of different prices. I sent them the proof he had insurance with his mom and that I wasn't his biological father and he never lived with me. During this time he got a ticket had to attend a class and didn't make it to that class and license was suspended for a week or so. They took this as an excuse to cancel my policy after being a customer for 20 plus years and sent me a final bill for 3,700. I paid them 400 plus dollars every month from August to January and only missed one months payment. This bill is incorrect and not after cancelling they are harassing me for money I do not owe. I will attach the letter I sent to them and the trail of unprofessionalism that went about that I also sent to them asking for an investigation.Desired Settlement: I want them to correct my bill to reflect me owing them for one month and not for whatever bogus fees they charged. I want a discount for the pain and suffering for them taking 3K from my account and having my bills bounce and paying a ton of late charges. I want the correct discounts I would have gotten if they had the right number of years correct that I was a customer because I had 20 plus and they had nothing close to that. I want to pay them for the one onth I owe them and never to hear the word Erie again. I would love the press to know how they treat loyal customers of 20 years.

Business

Response:

Mr. [redacted]s complaint concerns the addition of his son, [redacted]. to his Personal Automobile InsurancePolicy, the addition of Mr. [redacted]s son to the policy significantly increased the premium. Mr. [redacted] contacted ouroffice and provided ERIE with a letter from [redacted] confirming that [redacted] was listed as a driver on hismother’s policy. Therefore. ERIE agreed to remove the addition of his son. [redacted], effective the date he wasadded to the policy on Auijust 3,2014. He was added to the policy effective September 23, 2015. as he was nolonger covered under the [redacted] policy, and was covered under the ERIE policyERIE issued a Notice of Cancellation for the policy because [redacted]’s driver’s license was suspendedeffective November 24, 2015. Subsequent to the cancellation notice, which was issued by ERIE. the insuredrequested that his policy with ERIE be cancelled effective February 2,2016.Enclosed is a copy of the letter sent to Mr. [redacted] on January 26, 2016 advising him that his son would be removedfrom the policy effective August 19, 2014 to September 23. 2015 (when he had coverage under his mother’s[redacted] policy) and the premium adjusted accordingly.If we can provide your office with additional information or clarify any item, please do not hesitate to contact meat ###-###-####.Sincerely,Karen [redacted] M[redacted]. CPCU. AIM. AINS AIS, CPIWSenior Executive AssistantOffice of the PresidentKAM :j srEnclosure:

Review: The insurance appraiser failed to make sure my vehicle was check thoroughly for damages after I was involved in an accident. The place of repair was instrcted to repair body work and not to check anything else. I was told that my vehicle would be check for all damages so it would be fixed. I talked to the appraiser after the first time the repairs were not done properly. I asked her to meet me at the shop but she told me she would take care of it by me not feeling well. Still my vehicle is not repaired properly and has not been check for all damages. The appraiser repeatedly compared my vehicle to how her vehicle runs. She also told me my vehicle is still covered under warranty so why worry about it.Desired Settlement: I want my vehicle to be replaced. The accident happened over ago and my vehicle is still not running properly, window damaged from repairs, it rains in trunk, and the inside was not detailed.

Business

Response:

Thank you for the letter dated January 22, 2015, received in our office that same date, requesting aresponse to Ms. [redacted] request for ERIE to replace her automobile.In review of the ERIE claim file, the following events occurred:1. On December 6, 2014, an accident occurred when a claimant rear-ended our insured’s automobilecausing physical damage. ERIE and the claimants insurance carrier found the claimant to be100% liable for this accident.2. On December 8, 2014, the ERIE appraiser made contact with Ms. [redacted] to schedule an inspectionfor the resulting vehicle damage. Ms. [redacted] advised ERIE’s appraiser she preferred to use herlocal dealership for repairs. During the conversation, Ms. [redacted] inquired about the quality ofrepairs where the ERIE appraiser explained that it was Erie’s responsibility to estimate all of therelated damages within applicable coverage limits. The appraiser further explained it is theresponsibility of Ms. [redacted] and her repair shop of choice, to agree on whether the repairs werecompleted to industry standards and to hers.3. On January 2, 2015, Ms. [redacted] called ERIE’s appraiser explaining that she was not happy withthe repairs completed by her dealership. Ms. [redacted] explained she had taken the car to the servicedepartment at the local dealer, they checked the vehicle over and test drove it but could not findany problems with the vehicle. The service manager explained to the customer and appraiserthat the car was running as it should. The appraiser advised the customer that he would need totake her vehicle back to the body shop to address any quality concerns directly.4. On January 5,2015, the appraiser called the dealership body shop and made them aware that thecustomer had concerns regarding their repairs. The shop manager called the customer and madean appointment for her to bring it back in on January 7, 2015.5. The appraiser went to the shop on January 7,2015 and the shop and appraiser reviewed thecustomers list of concerns. The appraiser also rode along on a test drive with the body shopmanager and did not experience the mechanical issues that were mentioned.6. The appraiser called the customer and advised her of this and explained that the body shop wasworking to correct the quality issues on her list and to let the appraiser know if she was satisfiedonce shop was finished.7. On January 9,2015, Ms. [redacted] called the ERIE appraiser advising that she was still not happy andstill thinks the car has mechanical issues. The appraiser suggested she choose another shop ordealer to diagnose those issues.8. On January 23. 2015, the ERIE appraiser spoke with Ms. [redacted] and they mutually agreed uponhaving another shop examine the repairs.The ERIE appraiser continues to be an advocate for Ms. [redacted] for the warranty and quality issues with herdealership. ERIE's obligation is to pay for the repairs to the vehicle related to the loss and it is thecustomer’s responsibility to make sure the job is done to her satisfaction at the shop of her choice.Ms. [redacted] indicates her desired settlement is to fully replace her vehicle. ERIE is not required to replacethe automobile, only respond to necessary repairs of her vehicle within provisions of the policy. ERIEwill continue to be an advocate on Ms. [redacted] behalf regarding quality issues with her automobile shop orchoice.Thank you for providing ERIE the opportunity to review and provide a detailed explanation of the claimin question. If you require additional information or clarification, please contact me at ###-###-####.Sincerely,

Review: Had damage to vehicle during winter months from unknown source and expected comp claim. Adjuster agreed to initiate comp claim until he had to get approval from supervisor who denied comp claim and wrote it up as collision claim.Desired Settlement: Change collision claim to comp claim.

Business

Response:

Dear Mr. [redacted]:

Review: I was in discussion with Erie Insurance about a renter policy. I was never presented an application or signed a document putting the renter policy into force. I received a collection notice from Erie 9 months later stating they had provided the coverage and intended to collect. The coverage address and billing address where all incorrect and didn't allow for me to receive a bill to know I was being charged for the coverage I didn't want. I feel I shouldn't have to pay for this coverage since I didn't want to put it in force and was only collecting quotes at this time.Desired Settlement: I shouldn't be billed the premium.

Business

Response:

This is in response to your letter dated September 25, 2013, which we received on the same date. ERIE has thoroughly reviewed this matter of Mr. [redacted]’s HomeProtector Policy that was put in to force, billed accordingly and canceled for nonpayment of premium. Although we are of the strong opinion that Mr. [redacted] fully intended to have this policy go in to force, which it did, there is no signed application. Therefore, ERIE is canceling the policy at the effective date and no earned premium is due. We trust this resolves this matter. If further information is needed, you may contact me at ###-###-####. Sincerely, [redacted], API AIS, AINS, CPIW Executive Assistant II Office of the President

Review: Never received a cancelation notice due to non payment. We also never received a letter stating they had cancelled our insurance. So, we went for 30 days not knowing that we did not have insurance. So, then my husband contacted them and they refused to rewrite our policy. Now we owe them the money for non payment and we also owe NY state $480.00 in order to keep out vehicles registered.Desired Settlement: I feel that due to them never notifying us that they were cancelling our insurance or that they had actually canceled it. I feel that I shouldn't have to pay NY state for the registration issue.

Business

Response:

July 24, 2013