Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
Revdex.com
Attention: ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMAXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Mrs***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company is in receipt of the above referenced complaint regarding the premium increase on a private passenger *** policy
Esurance records reflect the above referenced policy was purchased on November 3, 2015, to be effective on this same date for a six month policy termAt the time of purchase, Mrs*** accepted the term and conditions of the policy, thereby declaring that all drivers in the household are listed on the policy, including any regular or frequent operators of the vehicle(s)
A policy review was completed based on a vendor-generated referral, which is received when a possible additional driver may be in the household at the policy address and is not currently listed on the Esurance policyThrough this notification, it was discovered that *** *** ***s may be a driver in Mrs***' householdAs Esurance requires all drivers in the household to be listed on the policy, Esurance sent an email to Mrs*** on December 24, 2015, requesting her to provide information to resolve the discovered underwriting concern
On December 28, 2015, Mrs*** advised that Mr***s did not currently reside in her household and further advised that his driver's license was suspendedMrs*** provided proof of Mr***s' suspended driver's license, as well as a copy of a utility bill in Mr***s' nameUnfortunately, this documentation was insufficient to remove the underwriting concern as Mr***s is a relative of Mrs*** and resides within the same apartment building, which would still allow regular access to the vehicle listed on the Esurance policyEsurance advised that the only remaining option to avoid the policy from cancelling would be to exclude Mr***s from the policyEsurance provided a quote to exclude this operator, which resulted in a premium increase from $1,to $4,
On January 5, 2016, Esurance accepted the driver exclusion form received from Mrs*** to exclude *** *** ***s in errorThis document should not have been accepted based on Mrs***' statement that she was signing it under duressIn a later conversation, Mrs*** advised that once Mr***s was able to reinstate his driver's license, she would provide proof that he had his own insurance to remove him as an excluded driver from her policy
On January 25, 2016, Mrs*** advised that she was unable to accommodate the higher premium and requested to cancel the policyEsurance explained the state requirements in which to cancel her Massachusetts Auto policyMrs*** provided the required written request to cancel the policy, and Esurance submitted the cancellation of her policy days from receipt of her request, which is February 14,
On January 28, 2016, Esurance contacted Mrs*** and agreed to remove the excluded driver, *** *** ***s, effective the same day that he was added based on Mrs***' request to cancelThis was done as a courtesy to Mrs***, in hopes of retaining her future business
Esurance confirms Mrs***' policy is currently pending cancellation effective February 14, XXXX XX:XXAM per the insured's requestEsurance was able to assist Mrs*** by removing the increase to the premiumHowever, Esurance is sorry to lose Mrs*** as a ***Esurance requested to Mrs*** that she reconsider using Esurance once Mr***s has reinstated his driver's license and is able to provide proof of other insuranceEsurance strives to provide exceptional *** ***, and apologizes if this was not the case for this policyholder
Thank you for allowing us the opportunity to respond to this complaint
Sincerely,
***
Senior Manager Retention and Rating
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The above information statement is trueI did talk with a supervisor named ***, and I was told as long as the auto insurance I picked got in touch with them as of February 3rd they would wave any cancel fees and not take any money from my bank account since I did cancelMy new auto insurance Safety Insurance is still unable to get in touch with *** at Esurance as of todaySafety Insurance will though fax everything Esurance needs on or before February 14,
I thank you so much for your quick response and help
Sincerely
*** *** #XXXXXXXX
Email ***@gmail.com
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
Revdex.com
Attention: *** *** Dispute Resolutions
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMO-XXXXXXX
Claim Number: ***
Date of Loss: 06-12-
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above renter's claim
In her complaint, Ms*** *** is demanding that Esurance replace her personal property or reimburse her for the items resulting from the loss dated June 12,
On June 12, 2015, at 6:pm CST, Ms*** reported this claim to EsuranceMs*** stated reported that she had a camera and lens, and a laptop stolen from her vehicle
On June 15, 2015, the claim was assigned to *** ***On this same day Mr*** discussed the claim with Ms*** and the she indicated that she would locate some documentation for the items that were stolen
On June 16, 2015, an acknowledgement letter was sent to Ms***
On June 17, 2015, Ms*** sent screen shots of advertisements of the cameraOn this same day Esurance received a letter from Ms***'s son describing the laptop he gave his mother and e stated that he paid $6,and the laptop was purchased on ***slist
On June 19, 2015, Esurance received a copy of the police report that was ordered for this incidentThe items claimed are listed on the police report, at significantly less value than reported to EsuranceThe police report shows no signs of forced entry
On June 26, /2015, Mr***, the claim representative received a valuation of the camera and laptop from an outside contents pricing vendor
On June 29, 2015, Mr*** notifies Ms*** via email that there is a policy limit on her renter's policy for this claim
On June 30, 2015, Mr*** received the final valuation of the items from the outside contents pricing vendor
On July 1, 2015, Ms*** emails Esurance stating that she wants the claim settled and she does not have proof of ownership, but could get statements from friends and/or family
On July 2, 2015, *** ***, an Esurance Property Claims Manager attempts to return the call to Ms*** and ultimately leaves a messageMr*** gives Mr***, the claim representative file directionBased on the circumstance Mr*** is directed to a refer this claim file over to the Special Investigations Unit (SIU) for further review
On July 9, 2015, Mr*** reviews the claims file with management and SIU and as a result, the claim file was then referred to SIU for assistanceOn this same day Mr*** discusses with *** ***, the SIU investigator, regarding further review of this claim fileMr*** advises he will contact Ms*** to gather more details surrounding this loss and try to obtain additional documentation to verify ownership of the items reported stolenMr*** contacted Ms*** and obtain additional information and obtained her son's contact informationMr*** contacted Mr***'s son to obtain the contact information from the party who sold him the laptop originallyMr*** reaches out to the previous owner and confirms the purchase, type of laptop and equipment, and price
On July 10, 2015, Mr*** received the banking information from Ms***'s son confirming the purchased transactionMr*** refers that information to Mr***
On July 13, 2015, Ms*** contacted Esurance to obtain the status of her claimAt that time Mr*** advises her that the claim is still under investigation
On July 15, 2015, Esurance was able to validate ownership of the laptopMs***'s son owned the laptop and gifted it to his motherAs the policy limit on contents for this policy is $15,000.00, and since the theft happened away from the residence premises, the limit per the policy is percent of the policy limit of liability, or $1,On this same day Mr*** contacts Ms*** to inform her of the claim status, Ms*** states when she purchased renters insurance she was told that she had coverage around the world and felt that there was no limitMr*** advised Ms*** that he would review the recorded callThe call was reviewed and Ms*** confirmed that Esurance Sales Agent advised Ms*** that the minimum limit on her Esurance Renter's Policy was $15,During that call Ms*** also stated she only owned a flat screen television, laptop, furniture, and a cellphone and that she did not even need that much coverage as she rents a room at a home
On July 21, 2015, Esurance issued a payment to Ms*** in the amount of $1,
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** Sims, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
***
***
SrProperty Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
April 21,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number: ***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follconsumer correspondence submitted by *** *** regarding the above referenced homeowners policy
On March 28, 2017, the mortgagee was advised that the renewal premium was past dueThe renewal premium was never received, therefore; the policy expired on April 2,
At the time of the initial complaint,*** *** homeowner’s policy had expired because Esurance had not received payment from the mortgage company, BSI Financial ServicesThe mortgagee information was listed correctly on the policy
On March 30, 2017, BSI Financial Services was advised by an Esurance Service agent that the policy would expire on April 2, 2017, if no payment was received
On April 8, 2017, Esurance contacted *** *** to advise that we had not yet received the renewal payment and on this same day we contacted BSI Financial Services to confirm that payment had been issuedAn Esurance Representative spoke with *** with BSI and she confirmed that a payment was sent on April 4, 2017.
On April 17, 2017, Esurance received payment and reinstated the policy without a lapse in coverage effective the April 2, Esurance records indicate*** *** homeowner’s policy is currently active
Esurance strives to provide excellent customer service to all of its policyholders and apologizes if *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
*** ***
SrManager Underwriting
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
April 24,
Revdex.com
Attention: *** *** Dispute Resolutions
*** *** *** *** *** *** ** ***
Via Electronic Response: ***
Case
Number: ***
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: ***
Insurance Company: Esurance Property and Casualty Insurance Company
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by *** *** *** regarding the above referenced private passenger automobile policy
In her complaint,*** *** is demanding that Esurance resolve the matter with the MD MVA regarding a $fine due to lack of coverage.
Esurance records indicate the above referenced policy was purchased on June 30, 2016, with the same effective date with a six-month policy term for the full term premium of $943.00. The policy provided coverage for three vehicles and two operators, a Chrysler 300C, Ford Expedition LTD, and *** *** *** ***
On March 28, 2017, *** *** contacted Esurance to inquiry into adding a vehicle to her automobile policy, effective March 28, 2017, as she was unable to do so via the websiteThe website was unable to allow any policy adjustments as we required the insured to update the current Method of Payment (MOP) on fileDuring that call the Esurance Representative updated the MOP on fileThe insured added Mercedes Benz M Class effective March 29, 2017, via the website
On March 28, 2017, the insured inquired into the MD Law regarding the timeframe to register any newly acquired vehicle within days of purchase or she would be subject to a $state fineThe insured requested that Esurance backdate adding the Mercedes Benz effective march 28, 2017, so she is not penalized for day lapse in coverage.
After further review Esurance backdated adding the Mercedes Benz, effective March 28, 2017, and e-filed proof of coverage to the MD MVA
On April 20, 2017, Esurance contacted *** *** to advice of the recent policy adjustment and the revised pro-rate premium, as result of the recent update
Esurance strives to provide excellent customer service to all of its policyholders and apologizes if *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/10/23) */
October 23,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** W***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Please accept this letter as confirmation that Esurance Insurance Company, (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by Mr*** *** regarding the above referenced private passenger *** insurance policy
Esurance records reflect the above referenced policy was purchased effective May 29, 2014, for a six-month policy termMr*** renewed his policy for an additional six-month policy term, effective November 29, 2014, and for a subsequent term effective May 29, At the time of policy purchase, and upon each subsequent policy renewal term, Mr*** accepted the terms and conditions of his policy, which discloses the fees in connection to the insured's policy
On July 31, 2015, Mr*** contacted Esurance requesting a quote to repurchase a West Virginia automobile policyAt that time, the policy was set to cancel at the insured's request effective August 1,
On August 3, 2015, Esurance received an email from Mr*** advising that he had not requested his policy to be cancelledOn the same date, Esurance reinstated Mr***'s policy effective August 1, Esurance emailed Mr*** advising of the policy reinstatement
On August 18, 2015, Mr*** contacted Esurance stating that he had obtained automobile insurance quotes from other companies, and he would contact Esurance at a later date to cancel his policy
On August 28, 2015, a monthly billing reminder was sent to Mr*** advising the amount of $would be debited from the method of payment on file on September 1,
On September 1, 2015, Esurance attempted to debit the insured's method of payment on file for premium amount of $157.01, and received a payment failure
On September 2, 2015, Mr***'s policy was set to cancel for nonpayment of premium effective September 16,
On September 3, 2015, a Notice of Cancellation was mailed to Mr***
On September 16, 2015, a final payment notification was issued to the insured advising the amount of $was due, reflecting the outstanding balance remaining on Mr***'s account
On October 13, 2015, Mr*** contacted Esurance via email advising that he had secured automobile coverage with another companyEsurance advised Mr*** that his policy was cancelled effective September 16, 2015, with a remaining balance owed in the amount of $At that time, Esurance advised Mr*** he may provide the Declaration Pages for review
On October 15, 2015, Esurance received and reviewed Declaration Pages submitted by Mr***The Declaration Pages provided by Mr*** revealed lesser coverages, therefore Esurance was unable to backdate Mr***'s policy
On October 16, 2015, Esurance discussed the outstanding account balance with Mr***As a courtesy, Esurance agreed to waive the fees applied to Mr***'s policy, resulting in an outstanding balance in the amount of $
Esurance records confirm Mr***'s policy was cancelled effective September 16, 2015, for the nonpayment of premiumEsurance was unable to backdate Mr***'s policy as the insurance he obtained was not similar to the coverage provided by EsuranceAs a courtesy, Esurance has agreed to waive the policy fees totaling $80.00, which considers the cancellation fee of $50.00, late payment fee of $15.00, installment fee(s) of $15.00, to reflect an account balance in the amount $Esurance strives to provide exceptional *** ***, and apologizes this was not the case for Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I advised the supervisor in this case since she has worked so diligently to resolve this that even though I still believe I do not owe them anything, I will be will willing to make a payment on November the as long as it is less than The fact still remains that they sent me an e-mail on August 1, advising me that my policy was cancelled, If this were not the case I would have never pursued coverage under another firmThe whole "lesser coverage" issue in this case does not even apply as the coverage I have currently is acceptable to the sate I live and the Maximum Coverage for the State to which I will soon be moving, I did it that way on purpose to avoid having to rewrite a whole new policy with a large down payment that I cannot afford (which is why I had to park my car and beg for rides the whole month of August to be able to save that money for that lump sum payment)I have provided Esurance with email copies of the email that they sent me, and I did not receive a response to when I inquired about it on August 3, Had I received that response we would not be having this issue today
I understand all of their numbers, dates and policiesHad I not received the email on August 1, from the advising me that my policy was cancelled, I would absolutley owe the 114.50, but they did send me that notification, and I do not feel (regardless of their number policies or statements), that I should be held responsible for paying them for extra coverage that I never know I had based on an email from them stating that the policy was cancelled
I don't know how else to reiterate this, my actions were based solely on and put into place becuase of their action to email me stating that my policy was cancelled, and not for my refusal to pay the premium, becuase just like I had for the previous months had I known I had a policy I would have paid it, just like I did the previous months prior!
They are not extending any courtesies in my opinion by waving fees that I did not owe in the first place, based on their email August 1, declaring my policy was cancelled
Final Business Response /* (4000, 9, 2015/11/09) */
November 9,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** W***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the rebuttal consumer complaint submitted by Mr*** *** regarding the above referenced private passenger *** policy
According to Mr***'s rebuttal complaint, he states that Esurance had not responded to his inquiry on August 3, 2015, regarding the status of his policyMr*** also contends that he purchased sufficient coverage in the state in which he resides, therefore the "lesser coverage" would not apply
As indicated in Esurance's prior response, Mr*** contacted Esurance on July 31, 2015, requesting a quote for a West Virginia personal automobile policyAt that time, Esurance set Mr***'s policy to cancel effective August 1, 2015, at the insured's request
On August 3, 2015, Mr*** emailed Esurance advising that he did not request his policy to be cancelledOn the same date, Esurance sent an email to Mr*** apologizing for any miscommunication, and advised him that his policy was currently activeA Notice of Reinstatement was issued on August 3, 2015, effective August 1, A copy of the Notice of Reinstatement has been attachedEsurance has also attached a copy of an email notifying Mr*** of his policy reinstatement
A review of the Declarations Page provided by Mr*** reflected the other insurance obtained for his vehicle were less than the coverages with EsuranceAs such, Esurance is unable to backdate the cancellation of Mr***'s policyThe following policy language applies:
***
Automatic Termination
AIf "you" obtain other insurance on a "covered auto", any similar insurance provided by this policy will terminate as to that "auto" on the effective date of the other insurance
***
As previously outlined, Esurance maintains that Mr*** was provided notification regarding the status of his policyMr***'s policy was cancelled effective September 16, 2015, due to the nonpayment of premiumEsurance has agreed to waive the fees in connection to Mr***'s policy, reflecting a remaining account balance in the amount of $Esurance apologizes for any frustration this may have caused Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the terms of this responseBasically it doesn't matter what the "terms" of this policy stateMy rebuttal is as follows:
I never received the email response stating that my policy had been reinstatedIf that were the case I wouldn't have been bumming rides to work to keep my job that whole month until I had enough money the following moth to get other Insurance
I was actually pleased with the coverage I received from Esurance, and had I known my policy had been reinstated I would have continued to do business with them
My whole complaint is based on the fact that I received only the communication stating that my Insurance policy had been cancelled, this was not a concept I dreamed up, I based it on information I received from esurance
Whatever reinstatement copy they sent you I did not receive or as stated previously I would have paid my bill like I did the year and a half prior to this mix up
I have no complaints about the *** I received, or the agent I spoke withEven during the dispute the supervisor I was communicating with was respectful, and courteousSo much so tat I told him if he could get the amount under $(i am not made of money and don't make a habit of paying bills I do not owe) that I would pay it because of all the work and research the supervisor did while trying to assist me
I believe in sticking to my principlesI pay the bills I oweI work hard for my money, and with a sick wife I can't afford t throw it in the wind when a company makes a mistake
IF they can get it to $or less as a compromise, I will pay it
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name:
*** ***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Claim Number: EXP-XXXXXXX
Date of Loss: 06/26/
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced claim on a private passenger *** policy
The above captioned claim was reported to Esurance on July 15, 2015, by the insured, *** ***At the time of the report, Mr*** advised Esurance of the details of the lossMr*** further advised that he had went to court, and the charges surrounding the accident had been dismissed
On July 15, 2015, Esurance received and reviewed the police report filed for the accident
Mr*** hand wrote on the police report that the parking lot was empty when he got in the car, and that he backed up and hit the police carThe facts of loss provided by the Esurance insured and the police report confirm that *** *** had backed into a parked and unoccupied vehicle
At this time, Esurance has not yet finalized liability for the claim, and is still in contact with the City of *** Police Department in an attempt to gain their final liability determinationIf the *** Police Department accepts liability for the loss, Esurance will be able to waive Mr***'s deductibleIn the event the *** Police department does not accept liability, Mr*** will be responsible for his deductible
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the esurance's response because I don't understand why the *** Police Dpthas to be convinced to accept a court decision
On the case City of *** against me the judge dismissed the caseThe police report was wrong and bias (these were the exact words the judge used)How can be otherwise if the police officer involved in the accident asked for a subaltern to come and write the reportAnd how can the officer who wrote the report to write that his supervisor (who was in the car in the moment of accident) stopped his car in an private, empty parking lot, perpendicular on the parking lines behind a car(mine) he wasn't in pursuitIf you have the chance to speak with someone acknowledgeable in police's rules and regulations you will find out that he broke some of themIf they don't accept the judge's ruling means that those who has to apply the law think that they are above the law
I thought that esurance has to deal with the insurance company who insures the Police Dpt's cars not with the ones who ones has been proved to be wrong and bias
I won the case with City of *** and my case is now with esuranceI can't accept that not being at fault I'm being asked to pay the deductible to fix my carIf I don't get a satisfactory resolution I'll have to go to the court again but this time I'll ask for personal damages because I'm already stressed out of this
Thank you!
Final Business Response /* (4000, 9, 2015/08/18) */
August 18,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Claim Number: EXP-XXXXXXX
Date of Loss: 06/26/
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follow up consumer complaint submitted by *** *** regarding the above referenced claim on a private passenger *** policy
In the follow up consumer complaint, Mr*** states he should not be responsible for his collision deductible as the charges surrounding the accident had been dismissed by the courtAs previously outlined, the facts of loss provided by Mr*** in conjunction to the police report, confirm the insured had backed into a parked and unoccupied vehicle
The facts of loss support that Mr*** backed his vehicle into a parked vehicle, therefore he would be considered the at fault partyThe charges, regardless if they were dismissed, would not determine liability in this matterThe facts remain that Mr*** hit a parked vehicleUnfortunately, the only way to avoid responsibility for the deductible in this situation would depend upon the other insurance carrier accepting liability for the lossUnder the collision coverage the deductible is taken regardless of fault
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***,
Responding back to Mr*** I'll start by writing down the definition of word "parking"
"Parking is the act of stopping and disengaging a vehicle and leaving it unoccupied for a certain period of time in a space designed for that (parking space)." All these criteria has to be met in order a car to be considered parkedI understand that Mr*** knows this definition but I don't understand is based on what evidence he draws the conclusion that the car was parked and not otherwise
Now I'll attach a picture taken (by me) a few seconds after the accident have taken placeFrom this picture you can clearly see that the driver is still inside the car (just opened the door to get out)Also the car stopped perpendicular on the parking spaces, not parallel with the lines how legally suppose toFrom the moment I got into the car to leave (clear behind me) until I started backing up didn't pass *** that 15-secondsThat's not considered leaving the car unoccupied for a certain period of time is it? And finally the car wasn't disengaged, engine was still running (you can't see the exhausted gases from the picture)They always keep the car running to keep in touch with the dispatchers or just in case they have to leave right awayNone of the criteria of a parked car have been met just judging after this pictureMaybe this will bring a little light in this caseSo Mr*** I'm asking you again based on what evidence you consider that I hit a parked car? Based on the facts shown above the judge dismissed the case (City of *** against me)
It is sad that instead of fighting for their clients and trying to find the true some people are looking for the easiest and shortest way to solve a caseIt is much easier to find me guilty (even after I vas proved in court otherwise) than to fight with the other insurance for my rights
Anyway this is my last mail through this channelDepending on the insurance's response to this last mail I'll decide what the next step will be
Thank for the time taken with my case
*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by *** *** regarding the above referenced private passenger automobile insurance policy
Esurance records indicate the above
referenced policy was purchased effective November 4, 2015, insuring a Chevrolet Cavalier, representing a full term premium amount of $At the time of purchase, and each subsequent policy term, *** *** authorized Esurance to debit his method of payment on file for future payments upon renewal or changes to his policy.
On February 24, 2017, pursuant to *** *** ***, Esurance deleted hisChevrolet Cavalier, and added a Toyota Corolla to be effective February 25, 2017. As a result of the policy change, *** *** premium was updated to reflect a revised amount of $1,On the same date, an updated payment schedule was issued to *** *** **
On March 24, 2017, *** *** contacted Esurance requesting the cancellation of his policy to be effective the renewal date on May 4, 2017. At that time, a final invoice was issued to *** *** in the amount of $418.52, which represented the premium due for the time coverage was provided for his Toyota Corolla.
On April 3, 2017, *** *** account was debited the final invoice amount of $
Esurance confirms the premium adjustment for *** *** policy is valid based on the time that coverage was provided for his Toyota Corolla. However, in consideration to any miscommunication that may have occurred, Esurance has agreed to refund the amount of $to *** *** Esurance sincerely apologizes for any confusion or frustration this may have caused *** ***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Claim Number: DENXXXXXXX
Date of Loss: February 1,
Policy Number: PAILXXXXXXX
Insurance Company: Esurance Insurance Property and Casualty Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records reflect the above referenced policy was purchased effective July 31, 2010, for a six month policy termAt the time of policy purchase, and upon each subsequent policy term, the insured accepted the terms and conditions of the policy, thereby agreeing to transact business electronically through the Esurance website and by email, to include making policy payments and receiving policy documents
The above captioned loss was reported on February 1, 2016, involving a two vehicle accidentThe loss reportedly occurred at approximately 8:AM on February 1, A review of Ms***'s policy reflected her policy had expired effective February 1, 2016, at 12:AMEsurance has provided a summary of the policy transactions/communications below:
On December 12, 2015, Esurance issued a Renewal Offer to Ms*** reflecting an additional six month policy term, effective January 31,
On December 31, 2015, a Policy Renewal Invoice was issued to Ms*** advising payment in the amount of $would be automatically debited from the insured's method of payment on file on January 21,
On January 21, 2016, Esurance attempted to debit the insured method payment on file, and was declined by her banking institution
On January 22, 2016, an email was sent to the insured advising Esurance was unable to process her renewal term payment
On January 25, 2016, a Past Due Renewal Invoice notification was issued to the insured advising the renewal payment was unable to be processed, and payment was due immediately to renew her policy
On January 26, 2016, Esurance sent Ms*** an email advising payment was due to avoid a lapse in her automobile coverage
On January 31, 2016, an Expiration Notice was issued to the insured advising her policy expired effective January 31, 2016, at 12:AM
Ms*** repurchased an automobile policy with Esurance effective February 1, 2016, at 10:AM
On February 10, 2016, Esurance issued a denial letter to Ms*** due to the loss occurring outside the policy period
Esurance confirms Ms***'s loss occurred after the expiration of the above referenced policyEsurance is unable to afford coverage for Ms***'s claim, as the loss occurred outside the policy periodMs*** had elected to receive her policy documents via electronic delivery, and were available to view through accessing the Esurance online accountEsurance strives to provide exceptional *** ***, and apologizes this was not the case for Ms***
Thank you for allowing us the opportunity to respond to this complaint
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Property and Casualty Company
Initial Business Response /* (1000, 5, 2015/12/18) */
December 18,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PANJXXXXXXX
Insurance Company: Esurance Insurance Company of ***
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company of *** is in receipt of the above referenced complaint
Esurance records indicate that this policy was purchased on December 4, 2015, via online application, to be effective on this same dateAt the time of purchase, the down-payment was provided by electronic check
Later on December 4, 2015, Ms*** contacted Esurance to inquire about cancelling the policyEsurance explained that the cancellation would be processed within 24-hours, but that there may be a bank delay with the refund as the down payment was paid by check
On December 5, 2015, Ms*** contacted Esurance to cancel the policyEsurance explained that the cancellation would be processed within 24-hours, but that there would be a refund delay if paid by check as the check would need to clear the bank before the funds could be released
Esurance processed the cancellation on December 5, 2015, to be effective December 6, 2015, per the insured's requestThe check cleared the bank and the unearned premium was refunded on December 13,
Thank you for your time and attention to this matter that has now been resolved with the consumer
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
Revdex.com
Attention: ***, Dispute Resolutions
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAOK-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced private passenger *** policy
In his complaint, Mr*** *** is demanding that Esurance compensate him for the lapse of coverage, as a result of his policy being cancelled due to failure to provide information necessary to rate and/or underwrite the policy
Esurance records indicate the above referenced policy was purchased on July 8, 2015, with an effective date of July 14, 2015, with a six-month policy term for the full term premium of $The policy provided coverage for three vehicles, a *** and two operators Mr*** *** and Hannelore ***
On July 8, 2015, Esurance discovered several potential unlisted drivers that the Underwriting Department may be require them to be added to Mr***'s automobile policy
On July 20, 2015, Esurance contacted Mr*** via email to verify if the two unlisted drivers, *** and *** may need to be added to his automobile policyEsurance also advised Mr*** that we were unable to verify his current vehicle registrationThe Underwriting Department informed Mr*** of the due date to provide the requested information and within that same email, Esurance informed the insured if the requested information was not received within days, his premium may increase or his policy may be canceled or non-renewedOn this same day, Mr*** contacted Esurance to verify the information pertaining to the unlisted drivers and during that same call Esurance advised Mr*** that we still required proof of his vehicles registration
On July 22, 2015, Mr*** contacted Esurance regarding a billing issue and again during that call Esurance advised him of the pending underwriting issue
On July 23, 2015, Esurance contacted Mr*** via email to advise him that we were unable to complete the verification of his current vehicle registration and informed him that the Underwriting Department would require him to provide a current copy of his vehicles registration no later than July 30, 2015, or result in Mr***'s automobile policy being cancelled or non-renewed
On July 31, 2015, Esurance records indicated the requested documentation was not received, therefore; Mr***'s policy was set to cancel effective August 14, 2015, for failure to provide information (Current Vehicle Registration)
On August 1, 2015, Mr*** contacted Esurance and during that call we advised the insured when his policy was set to cancel and when his refund would be issued
On August 3, 2015, Esurance issued a copy of the cancellation notice to Mr*** at the following address; XXXXX E*** XXXXX, again outling the reason for the cancellation
Esurance records indicate all unearned premiums have been refunded to the insured
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** ***, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/11/02) */
November 2,
Revdex.com
Attention: Dispute Resolution Department
*** *** Suite ***
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PAKS-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced private passenger *** policy
In her complaint, Ms*** *** is demanding a full refund of premium
Esurance records indicate the above referenced policy was purchased on October 16, 2015, with the same effective date, with a six-month policy term for the full term premium of $The policy provided coverage for a Hyundai Santa FE/GLS/LX and Ms*** as a single operatorThe quote was initiated by the insured via online applicationDuring the quoting process, the insured was found eligible to receive several discounts; including, but not limited to the Fast 5(r) discount, in which a 5% discount will be applied to the first policy term for customers who begin their quote through the Esurance website, www.esurance.com; and the Switch & Save(r) discount, in which policyholders with current insurance will earn a 5% discount for the first two terms they are with EsuranceThis discount applies when a new business insurance policy is purchased with current auto insurance before switching to Esurance.as a single operatorThe quote was initiated by the insured via online applicationDuring the quoting process, the insured was found eligible to receive several discounts; including, but not limited to the Fast 5(r) discount, in which a 5% discount will be applied to the first policy term for customers who begin their quote through the Esurance website, www.esurance.com; and the Switch & Save(r) discount, in which policyholders with current insurance will earn a 5% discount for the first two terms they are with EsuranceThis discount applies when a new business insurance policy is purchased with current auto insurance before switching to Esurance
During the underwriting period, Esurance discovered adverse driving record for Ms*** which impacted the initial six-month term premiumThis caused the term premium to increase from $to $1,
On October 17, 2015, Esurance sent an email to Ms*** advising her of the premium adjustment based on the recent information obtained from LexisNexis Risk Solutions Inc., an independent provider of driving record and claim history reports
On October 19, 2015, Ms*** contacted Esurance to inquire into the premium increaseDuring that call the Esurance Representative advised her of the discovered adverse driving record and as a result, of the premium rate increasedMs.*** requested to cancel her automobile policy, effective October 19,
Esurance records on October 19, 2015, a refund in the amount of $was issued to card ending in ***
Esurance records indicate the policy was cancelled within hours of the email advising Ms*** of her premium adjustment, therefore; the $cancellation fee will be waived
Esurance is sorry to hear that Ms*** has purchased insurance coverage elsewhere and hopes that she will consider Esurance in the future when shopping for insurance for herself and/or her family
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** *** Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 13,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number:
***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer correspondence submitted by *** ***
regarding the above referenced homeowners policy
Esurance records indicate the above referenced policy was purchased on March 11, 2016, with an effective date of April 02,
In his complaint, *** *** is concerned that Esurance did not provide sufficient notification of the pending expiration of his policy for non-payment of premium
Esurance records indicate an email notification stating that we had not received the escrow payment for the homeowners insurance policy was sent on March 16, This email also stated the importance of receiving payment in order for the policy to remain in effectA review of the policy indicates that the mortgagee address was corrected on March 23, The mortgagee was advised that the renewal premium was past due on March 28, The renewal premium was never received and therefore the policy expiredThe expiration notice was sent on April 02, 2017, since the homeowners policy expired there is no applicable cancellation fee for this policy
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
*** ***
SrManager Underwriting
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 6, 2015/06/03) */
June 3,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite ***
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Claim Number: EXPXXXXXXX
Date of Loss: May 10,
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by *** *** regarding the settlement offer for a claim on the above referenced private passenger *** policy
On May 13, 2015, Ms*** reported a claim to EsuranceDuring the first notice of loss, Ms*** advised that her Hyundai Accent was damaged by a hail storm that occurred on May 10, An inspection was established at her shop of choice to send in the photos and estimate of the damagesThe photos that were received from Ms***'s shop were insufficient in confirming the damages
On May 22, 2015, Esurance scheduled an independent appraiser to inspect the damages in personThe total estimate at this time was $1,A payment was issued directly to Ms*** (less her $Comprehensive deductible)
On May 29, 2015, a supplement for additional damages was received in the amount of $1,The supplement was reviewed by Esurance and a payment was issued directly to *** *** for the remaining amount of $1,As of June 1, 2015, Ms*** has been paid in full for the damages sustained to her Hyundai Accent
Thank you for allowing Esurance this opportunity to respond to the complainant's concerns
Sincerely,
*** ***
Manager Site Rapid Response
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 8, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Case has been resolved
Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Revdex.com
Attention: ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records indicate the above referenced policy was purchased November 26, 2013, effective the same date, for a six month policy term
On May 2, 2015, Mr*** updated his policy to reflect adding his son, Alexander ***, to his automobile policy
On June 3, 2015, Mr*** contacted Esurance to request excluding his son from the policyAt that time, Esurance provided the insured a Driver Exclusion Form to complete
On June 26, 2015, Esurance received the Driver Exclusion form from Mr***; however, the form had not been properly completedAt that time, a corrected form was sent to Mr***
Esurance confirms the completed Driver Exclusion form has been receivedEsurance has updated Mr***' policy to reflect excluding his son from the policy effective June 3, 2015, and credit issued accordinglyEsurance strives to provide exceptional *** ***, and apologizes for any inconvenience or frustration this may have caused Mr***
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 12, 2015/09/21) */
September 21,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In his complaint, Mr*** states that when he purchased this policy the Personal Injury Protection (PIP) coverage, should have been selected as Excess and not as Primary coverageMr*** also states that he should be refunded the premium associated with the coverage being selected as Primary
On July 29, 2015, Mr*** contacted Esurance and requested a refund of all premium associated with the
PIP Coverage being selected as PrimaryMr*** also advised Esurance that he has Primary insurance coverage and had for some timeEsurance did a conference call with MrKammers insurance company and confirmed that Mr*** does have current health insurance and did backdate the change to the beginning of the current term and refunded that portion of the premium
Esurance reviewed the original sales call at the time of the policy inception and determined that Primary Coverage for PIP was selected correctlyEsurance discussed the PIP coverage with the insured at the time of purchaseEsurance was advised by Mr*** that he had Medicare at that time and Esurance explained that Primary would need to be selected since Medicare does not act as Primary for PIP
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; ***, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 14, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently Esurance just cannot comprehend the facts of this complaint I have lost track of how many times I have relayed this story, but once I again I will relay it again in hopes that the light goes on and they get it this time
From approximately July 27th through September 10, there were over some conversations with myself and multiple Esurance *** *** representatives and supervisors by both phone and email regarding this subjectDuring those conversations I explained in detail numerous times the circumstances of this complaint, and of my adamant claim of having BC/BS back to March of And that the initial policy should have shown my PIP coverage as Excess and not Primary
Even after a conference call instituted by a Esurance representative with BC/BS and myself, BC/BS made it abundantly clear that I indeed did have health coverage back to March of 2012, and that Esurance should have known thatThe Esurance *** *** representative then told me that if I could provide a letter to them showing that I had BC/BS back to she would speak to a Esurance supervisor there to get Esurance to amend their errorI forwarded the BC/BS letter to Esurance August 3,
Esurance refuses to answer the question I have asked a number of timesPlease Esurance explain to me how is it feasibly possible that I would tell Esurance I had Medicare coverage when my two previous auto carriers before Esurance and my current auto carrier were competent in getting the BC/BS coverage correct for my PIP coverage?Three insurance companies can get it right, but Esurance could not?
How is it feasibly possible that I would not be aware I have BC/BS coverage when both myself or a family member have been to the doctors office numerous times in the past several years and every one of those times I gave them a BC/BS card and BC/BS sends me monthly reports of medical services rendered
How is it feasibly possible when I asked for a quote from Esurance where I recited the exact policy coverages off of my previous auto policy verbatim for limits of liability, collision deductibles ,comprehensive deductibles and PIP coverage, but you still stick to your delusion I told you medicare coverage was my main health carrier
And please explain to me how it is feasibly possible that over a months time, with all of those plus conversations I had with Esurance explaining this complaint repeatedly to numerous Esurance Representatives not once was I ever told the reason Esurance made my PIP coverage Primary was because I said I had medicare coverageAs if we are to all of a sudden believe after all of my previous conversations, Esurance just decided to now review the original sales call at the time of the policy inceptionReally? You expect people to believe that?
And let me ask Esurance this how is it possible for you to review a sales call by phone unless the representative kept internal written records that could be conviently adjusted to fit your diluted story line?So I gather in those records which may be subpoenaed by my attorney should it come to that, you can provide the *** *** representatives name and actual written notes in their handwriting or an actual voice recording that I actually said I had medicare coverage right with out coercion to that employee or the fear of perjury right?You just have to find it amazing how in over a span of plus conversations over the past month no one at Esurance ever tells me the mythical medicare story until I pressed Esurance with legal action, and then they maneuver to cover themselves with a new fairy tale
Esurance has said over and over that they have in their records copies that show they were aware in April of that BC/BS was our health carrierIf that is the case then why didn't Esurance amend the policy at the six month renewal date in Why didn't they show the PIP coverage as Excess instead of over billing me for a premium they knew was incorrect and removing funds from my bank account which could be considered as fraud and misappropriation of financial funds by Esurance for overcharging me for a premium they were fully aware was wrong
Ask yourselves this?Esurance keeps telling everyone that I said I had Medicare coverage which I have proven to be wrongbut they apparently knew in April of that I had BC/BS coverage by their own admissionAre the representatives at Esurance sure they want to keep beating the drum of the medicare fallacy, when their own records show I had BC/BS coverage?
I can tell you exactly what happenedEsurance provided me a quote based on their own miscomprehensionThey claim I told them I had medicare as my primary health carrier, that is not the case, nor what I told themBecause I am disabled and on social security they assumed that medicare was my primary health provider which it is notWhat Esurance failed to investigate further is the other drivers that were also shown on the policyThe fact is I am on my wife's (who was also listed on the Esurance policy) BC/BS coverage through her employer which has been our primary carrier for ten yearsMy daughter who was also shown on the auto policy is covered on the BC/BS coverage as wellHad Esurance investigated further than the end of their nose, they should have been fully aware that their claim of my having Primary medicare coverage would not have covered my wife or my daughter who were also on the policyThe fact that I gave them information from my previous auto policy should have made it abundantly clear the PIP coverage was EXCESS and health coverage was indeed in placeThis is totally on Esurance for not doing their job, and to make it seem that I told them I had medicare coverage as my primary carrier which is and an assumption they made which is ludicrous
I am far from done with this incidentI am tired of your made up fallacies, your inept *** *** and your unprofessional mannerIf you think I am going to walk away from your illegitimately taking large amounts of money from my bank account, for a premium you were aware of, or fail to have my case heard by a state or federal agency, your sadly mistaken
Final Consumer Response /* (3000, 17, 2015/10/08) */
I would like to relay to Ms *** *** of Esurance who apparently is the contact for this complaint a recent conversation I just had with Esurance on 9/11/
Esurance phoned me in regards to this claim and I spoke with one of your *** *** representatives regarding the BC /BS confirmation letter showing that I had coverage with them at the time of the inception of this policy, and that the PIP coverage should have been Excess on my Esurance policyNow Esurance has a new fairy tale they are trying to spin, a complete fallacy telling me that when I got this policy I told them that I had Medicare Coverage and that is why the policy was issued as PrimaryThis is unusual because after all of the conversations I have with Esurance over the past month regarding this issue, and going over the policy verbatum by phone and by email which number times now, not once was I ever told that made up fallacy until someone decided to spin a new tale to get out of the mistake they made
I asked your representative yesterday " why would I say I had medicare coverage when I told the previous two auto carriers I had before you and also the current carrier I have now (which is NOT Esurance any longer) that I had BC/BS coverage and all three got the PIP coverage correct and showed it as Excess, and Esurance is the only one out of the three that screwed it up and got it wrong" His answer was "uh uh uh I dont know" I asked him "do the Esurance *** *** representatives ever make mistakes? "He said "he was not sure but did not think they would"So we began to discuss the letter that I sent from BC/BS showing the coverage back to 2012, and I told him how in a previous conversation with a *** *** representative she had told me "if you can get a letter from BC/BS showing that you had BC/BS coverage I will talk to the supervisors and get you a refund back to the inception date of the policy because Esurance had issued the PIP coverage in error" At this point in the conversation yesterday, your *** *** representative began to tell me that the BC/BS letter I sent only showed that I had coverage back to I said " oh really are you sure about that" he said "yes the letter they received showed the BC/BS coverage back until only"I said "well, your lying to me yet again" because the BC/BS letter I have here states verbatum the dates of the health coverage went back to April of 2012." I then proceeded to ask him are you sure you dont want to rethink your answer about your *** *** representatives NOT making mistakes? Because you just made a big one? Which is also kind of like the story Esurance made up about me telling you I had Medicare coverage right when I never said any such thing?"
I asked him why Esurance continues to make fallacies up as they go along? First the fantasy story of my telling them I had Medicare when I told them no such thing, that every other auto carrier I had both before and after got the PIP coverage correct why didn;t they? And then the fallacy of the BC/BS letter and his stating that it said it only showed coverage back to
The people at Esurance should not only be ashamed of themselves but embarassed that they treat people in such a mannerIt must be extremely embarassing for a company to have everyone see in print here as another example of just what kind of dishonest *** you give to people who are merely seeking a right to the wrong Esurance made
I am sure you have read the previous correspondences hereI want the difference between the PIP coverage you billed as Primary when it should have been Excess all the way back to the inception date of this auto policyI find it disturbing that Esurance cannot admit an error on their part and just settle the claim quickly and not embarrass themselves any more by their fabrications I have shown here to cover up their blatant error
Final Business Response /* (4000, 19, 2015/10/11) */
October 08,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In his rebuttal, Mr*** states that at the time he purchased this policy the Personal Injury Protection (PIP) coverage, should have been selected as Excess and not as Primary coverageMr*** is also requesting the premium associated with the coverage being selected as Primary be refunded
Esurance did record and has reviewed the sales call that took place between Mr*** and Esurance on November 02, Esurance confirmed at the time of the policy inception that Primary Coverage for PIP was selected correctlyEsurance reviewed the PIP coverage with the insured at the time of purchaseMr*** did advise Esurance that he had Medicare at that time and Esurance explained that Primary would need to be selected since Medicare does not act as Primary for PIP
On July 29, 2015, Esurance did a conference call with Mr*** and his health insurance company and confirmed that Mr*** does have current health insurance as of April 01, 2014, and did backdate the change to the beginning of the current term and refunded that portion of the premium
In an effort to resolve Mr***'s concerns Esurance is backdating the change to April 01, 2014, the date Esurance was able to confirm during the conference call with Mr***'s insurance companyA refund for the difference in coverage is being processed at this time
Esurance sent out multiple renewal offers over the life of this policy and on every offer the PIP coverage showed selected as Primary CoverageEsurance was not notified of any change that needed to be made to the PIP coverage on this policy until July 29, Mr*** had multiple opportunities to review his policy for any changes in coverage he felt needed to be made
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; ***, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/07/27) */
July 27,
Revdex.com
Attention: ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
RE: File Number:
XXXXXXXX
Complainant: *** ***
Named Insured: *** ***
Auto Policy Number: PANE-XXXXXXX
Claim Number: DEN-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
NAIC Number: XXXXX
Dear Ms***,
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
This claim was reported to Esurance on January 08, 2015, by our Insured, *** ***The claim was then assigned to our claims representative, and statement was secured from complainant, *** ***
On January 09, 2015, it was determined that Ms*** had sustained an injury and the injury portion of the claim was transferred to a Bodily Injury adjuster for continued handling
On January 12, 2015, Esurance contacted Ms*** to obtain additional injury details and to explain the claims processOn this same date an e-mail was issued to advising of the follow up contact expectation and a Bodily Injury medical authorization was mailed to Ms***
Esurance attempted contact with Ms*** on January 22, 2015, and January 28, 2015, to follow up on the results of the MRI results and if a treatment plan has been established
On January 28, 2015, Ms*** contacted Esurance and advised that a thoracic/lumbar MRI was completed and that she felt that a cervical MRI would be needed
On January 29, 2015, Ms*** contacted Esurance and advised that she did not have any nerve issues in her neck and that she was prescribed physical therapy for four weeksIt was agreed that Esurance would follow up within this four week period of time to determine her progress with the treatment
On February 27, 2015, Esurance contacted Ms*** and it was determined that physical therapy was still ongoing
On March 03, 2015, Esurance requested medical records and bills from the supplied providers
On March 18, 2015, Esurance contacted Ms***' primary care physician to inquire on our request for medical recordsEsurance also contacted Ms*** to obtain a status of the ongoing treatment and what future treatment is anticipated
On March 23, 2015, Esurance received notes and bills from the complainant's primary care physician
On March 26, 2015, Esurance contacted Ms*** and advised her that her own insurance companies Medical Payment Coverage has been exhausted at five-thousand dollarsEsurance also advised that we will secure the bills that are not being considered under her own policy
On March 30, 2015, Ms*** contacted Esurance to discuss a settlementEsurance advised that not all of the requested records were received, and an offer was extended per Ms*** requestMs*** refused the initial offer and it was discussed that Esurance would continue efforts to secure the additional medical records
On April 22, 2015, Additional medical records were received and an increased offer was extended to Ms***This settlement offer was rejected by Ms*** at that time
On April 23, 2015, Ms*** provided two additional bills for consideration
On April 27, 2015, Ms*** advised Esurance that she is relocating to Atlanta, GA
On May 06, 2015, Esurance contacted Ms*** to advise that we are still working on securing the additional records and bills from Methodist Physicians
On May 11, 2015, Esurance contacted Ms*** to inquire if she had resumed treatment in Atlanta and to advise of the records that have been received to date
During the period of May 13, 2015, to June 25, Esurance attempted to obtain medical records from a Dr*** and Methodist Physicians
On June 25, 2015, Dr*** provided the records requested that allowed Esurance to re-evaluate the injury and increase the settlement offerA review of this timeframe shows that the medical provider rejected our medical authorization and requested that we utilize their own medical authorizationA review of the claim notes shows that proactive attempts were made by Esurance to secure these recordsEsurance provided Ms*** an increased settlement offer that same date
On June 29, 2015, Ms*** made a formal written settlement demand via e-mail to EsuranceThis offer was reviewed and countered with an increase in the offer that was extended on June 25,
On June 30, 2015, Ms*** rejected this increased offer and reiterated her initial demandMs*** also made an additional request to have future medical care included in any settlement offerEsurance extended an additional offer to Ms*** inclusive of treatment up to September 08, This offer was extended without any indication from Ms***' treating doctor of the need for future care
On July 10, 2015, Ms*** contacted Esurance to counter the offer that was extended on June 30,
On July 15, 2015, Ms*** contacted Esurance asking if Esurance had received all of the medical records from her physical therapyEsurance advised no additional records had been received and that the records would be requested by our office
At this time a settlement has not been reached and Esurance is still waiting for the additional medical records that may impact the settlement offer
Thank you for allowing Esurance the opportunity to respond to this inquiryIf you have any questions or require additional information, please direct any future correspondence to ***, XXXXX, (XXX) XXX-XXXX ExtXXXXXXX or by email to ***@esurance.com
Sincerely,
*** ***
Claims Manager
Esurance insurance Services
On behalf of Esurance Property and Casualty Insurance Company
May 2,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number: ***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follconsumer correspondence submitted by *** *** regarding the above referenced homeowner’s policy
After further review Esurance determined that there was a clear lack of communication regarding the update of the mortgagee clause and PO Box payment address and the handling of the insureds request of cancelling his homeowner’s policy
On April 2, 2017, per the insureds request, with the same effective date, Esurance has cancelled the insured's homeowner’s policy
On May 2, 2017, a refund in the amount of $has been issued, resulting in the cancellation of the homeowner’s policy
Esurance has provided coaching and training to the customer service representative(s) and again apologizes *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Complaint:***I am rejecting this response because: It has been 48hrs and the correction has not been completedIt is still showing an unauthorized charge of $ALSO the statement states I was informed of the $charge before making my changesThat is an incorrect statementThe system did not say anything about an additional charge when removing the vehicleIt was not till after it was removed that I was made awareSo the update must be completed and the statement must be changed that I was never informed of the charge before finalizing the removal of my auto. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/11) */
November 11,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In her complaint Ms*** sates that this policy was purchased without Comprehensive and Collision coverage and the agent did not advise her of the coverage options
Esurance has reviewed the initial sales call and this policy was sold without Comprehensive and Collision coverageThe agent did advise Ms*** that not having Comprehensive and Collision coverage would mean there is no coverage in the event of a loss for fire, theft, vandalism, nature, or an at fault accident
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agent should have not offered that especially knowing the vehicle was a lease vehicleHe should have explained all the different coverages to me and that could have possibly changed the price lower but to just offer no coverage shouldn't have happenedHe was just trying to make the sale because he stated that after I said I'll call back because I don't have that amount at this timeHe didn't inform me of the different coverages that were availableMy leasing company wasn't even notified of my insurance changes like they were suppose to beIf they had been notified I would have been notified by them
Final Business Response /* (4000, 9, 2015/11/25) */
November 25,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In her rebuttal Ms*** sates that Esurance should not have offered her a policy without Comprehensive and Collision coverage and the agent did not advise her of the coverage options
Esurance is unable to decide for any insured what coverage options are chosen at the time of purchaseEsurance did go over the coverage options that were available and did explain that not having Comprehensive and Collision coverage would mean there is no coverage in the event of a loss for fire, theft, vandalism, nature, or an at fault accident
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
Revdex.com
Attention: ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMAXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Mrs***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company is in receipt of the above referenced complaint regarding the premium increase on a private passenger *** policy
Esurance records reflect the above referenced policy was purchased on November 3, 2015, to be effective on this same date for a six month policy termAt the time of purchase, Mrs*** accepted the term and conditions of the policy, thereby declaring that all drivers in the household are listed on the policy, including any regular or frequent operators of the vehicle(s)
A policy review was completed based on a vendor-generated referral, which is received when a possible additional driver may be in the household at the policy address and is not currently listed on the Esurance policyThrough this notification, it was discovered that *** *** ***s may be a driver in Mrs***' householdAs Esurance requires all drivers in the household to be listed on the policy, Esurance sent an email to Mrs*** on December 24, 2015, requesting her to provide information to resolve the discovered underwriting concern
On December 28, 2015, Mrs*** advised that Mr***s did not currently reside in her household and further advised that his driver's license was suspendedMrs*** provided proof of Mr***s' suspended driver's license, as well as a copy of a utility bill in Mr***s' nameUnfortunately, this documentation was insufficient to remove the underwriting concern as Mr***s is a relative of Mrs*** and resides within the same apartment building, which would still allow regular access to the vehicle listed on the Esurance policyEsurance advised that the only remaining option to avoid the policy from cancelling would be to exclude Mr***s from the policyEsurance provided a quote to exclude this operator, which resulted in a premium increase from $1,to $4,
On January 5, 2016, Esurance accepted the driver exclusion form received from Mrs*** to exclude *** *** ***s in errorThis document should not have been accepted based on Mrs***' statement that she was signing it under duressIn a later conversation, Mrs*** advised that once Mr***s was able to reinstate his driver's license, she would provide proof that he had his own insurance to remove him as an excluded driver from her policy
On January 25, 2016, Mrs*** advised that she was unable to accommodate the higher premium and requested to cancel the policyEsurance explained the state requirements in which to cancel her Massachusetts Auto policyMrs*** provided the required written request to cancel the policy, and Esurance submitted the cancellation of her policy days from receipt of her request, which is February 14,
On January 28, 2016, Esurance contacted Mrs*** and agreed to remove the excluded driver, *** *** ***s, effective the same day that he was added based on Mrs***' request to cancelThis was done as a courtesy to Mrs***, in hopes of retaining her future business
Esurance confirms Mrs***' policy is currently pending cancellation effective February 14, XXXX XX:XXAM per the insured's requestEsurance was able to assist Mrs*** by removing the increase to the premiumHowever, Esurance is sorry to lose Mrs*** as a ***Esurance requested to Mrs*** that she reconsider using Esurance once Mr***s has reinstated his driver's license and is able to provide proof of other insuranceEsurance strives to provide exceptional *** ***, and apologizes if this was not the case for this policyholder
Thank you for allowing us the opportunity to respond to this complaint
Sincerely,
***
Senior Manager Retention and Rating
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The above information statement is trueI did talk with a supervisor named ***, and I was told as long as the auto insurance I picked got in touch with them as of February 3rd they would wave any cancel fees and not take any money from my bank account since I did cancelMy new auto insurance Safety Insurance is still unable to get in touch with *** at Esurance as of todaySafety Insurance will though fax everything Esurance needs on or before February 14,
I thank you so much for your quick response and help
Sincerely
*** *** #XXXXXXXX
Email ***@gmail.com
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
Revdex.com
Attention: *** *** Dispute Resolutions
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAMO-XXXXXXX
Claim Number: ***
Date of Loss: 06-12-
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above renter's claim
In her complaint, Ms*** *** is demanding that Esurance replace her personal property or reimburse her for the items resulting from the loss dated June 12,
On June 12, 2015, at 6:pm CST, Ms*** reported this claim to EsuranceMs*** stated reported that she had a camera and lens, and a laptop stolen from her vehicle
On June 15, 2015, the claim was assigned to *** ***On this same day Mr*** discussed the claim with Ms*** and the she indicated that she would locate some documentation for the items that were stolen
On June 16, 2015, an acknowledgement letter was sent to Ms***
On June 17, 2015, Ms*** sent screen shots of advertisements of the cameraOn this same day Esurance received a letter from Ms***'s son describing the laptop he gave his mother and e stated that he paid $6,and the laptop was purchased on ***slist
On June 19, 2015, Esurance received a copy of the police report that was ordered for this incidentThe items claimed are listed on the police report, at significantly less value than reported to EsuranceThe police report shows no signs of forced entry
On June 26, /2015, Mr***, the claim representative received a valuation of the camera and laptop from an outside contents pricing vendor
On June 29, 2015, Mr*** notifies Ms*** via email that there is a policy limit on her renter's policy for this claim
On June 30, 2015, Mr*** received the final valuation of the items from the outside contents pricing vendor
On July 1, 2015, Ms*** emails Esurance stating that she wants the claim settled and she does not have proof of ownership, but could get statements from friends and/or family
On July 2, 2015, *** ***, an Esurance Property Claims Manager attempts to return the call to Ms*** and ultimately leaves a messageMr*** gives Mr***, the claim representative file directionBased on the circumstance Mr*** is directed to a refer this claim file over to the Special Investigations Unit (SIU) for further review
On July 9, 2015, Mr*** reviews the claims file with management and SIU and as a result, the claim file was then referred to SIU for assistanceOn this same day Mr*** discusses with *** ***, the SIU investigator, regarding further review of this claim fileMr*** advises he will contact Ms*** to gather more details surrounding this loss and try to obtain additional documentation to verify ownership of the items reported stolenMr*** contacted Ms*** and obtain additional information and obtained her son's contact informationMr*** contacted Mr***'s son to obtain the contact information from the party who sold him the laptop originallyMr*** reaches out to the previous owner and confirms the purchase, type of laptop and equipment, and price
On July 10, 2015, Mr*** received the banking information from Ms***'s son confirming the purchased transactionMr*** refers that information to Mr***
On July 13, 2015, Ms*** contacted Esurance to obtain the status of her claimAt that time Mr*** advises her that the claim is still under investigation
On July 15, 2015, Esurance was able to validate ownership of the laptopMs***'s son owned the laptop and gifted it to his motherAs the policy limit on contents for this policy is $15,000.00, and since the theft happened away from the residence premises, the limit per the policy is percent of the policy limit of liability, or $1,On this same day Mr*** contacts Ms*** to inform her of the claim status, Ms*** states when she purchased renters insurance she was told that she had coverage around the world and felt that there was no limitMr*** advised Ms*** that he would review the recorded callThe call was reviewed and Ms*** confirmed that Esurance Sales Agent advised Ms*** that the minimum limit on her Esurance Renter's Policy was $15,During that call Ms*** also stated she only owned a flat screen television, laptop, furniture, and a cellphone and that she did not even need that much coverage as she rents a room at a home
On July 21, 2015, Esurance issued a payment to Ms*** in the amount of $1,
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** Sims, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
***
***
SrProperty Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
April 21,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number: ***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follconsumer correspondence submitted by *** *** regarding the above referenced homeowners policy
On March 28, 2017, the mortgagee was advised that the renewal premium was past dueThe renewal premium was never received, therefore; the policy expired on April 2,
At the time of the initial complaint,*** *** homeowner’s policy had expired because Esurance had not received payment from the mortgage company, BSI Financial ServicesThe mortgagee information was listed correctly on the policy
On March 30, 2017, BSI Financial Services was advised by an Esurance Service agent that the policy would expire on April 2, 2017, if no payment was received
On April 8, 2017, Esurance contacted *** *** to advise that we had not yet received the renewal payment and on this same day we contacted BSI Financial Services to confirm that payment had been issuedAn Esurance Representative spoke with *** with BSI and she confirmed that a payment was sent on April 4, 2017.
On April 17, 2017, Esurance received payment and reinstated the policy without a lapse in coverage effective the April 2, Esurance records indicate*** *** homeowner’s policy is currently active
Esurance strives to provide excellent customer service to all of its policyholders and apologizes if *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
*** ***
SrManager Underwriting
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
April 24,
Revdex.com
Attention: *** *** Dispute Resolutions
*** *** *** *** *** *** ** ***
Via Electronic Response: ***
Case
Number: ***
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: ***
Insurance Company: Esurance Property and Casualty Insurance Company
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by *** *** *** regarding the above referenced private passenger automobile policy
In her complaint,*** *** is demanding that Esurance resolve the matter with the MD MVA regarding a $fine due to lack of coverage.
Esurance records indicate the above referenced policy was purchased on June 30, 2016, with the same effective date with a six-month policy term for the full term premium of $943.00. The policy provided coverage for three vehicles and two operators, a Chrysler 300C, Ford Expedition LTD, and *** *** *** ***
On March 28, 2017, *** *** contacted Esurance to inquiry into adding a vehicle to her automobile policy, effective March 28, 2017, as she was unable to do so via the websiteThe website was unable to allow any policy adjustments as we required the insured to update the current Method of Payment (MOP) on fileDuring that call the Esurance Representative updated the MOP on fileThe insured added Mercedes Benz M Class effective March 29, 2017, via the website
On March 28, 2017, the insured inquired into the MD Law regarding the timeframe to register any newly acquired vehicle within days of purchase or she would be subject to a $state fineThe insured requested that Esurance backdate adding the Mercedes Benz effective march 28, 2017, so she is not penalized for day lapse in coverage.
After further review Esurance backdated adding the Mercedes Benz, effective March 28, 2017, and e-filed proof of coverage to the MD MVA
On April 20, 2017, Esurance contacted *** *** to advice of the recent policy adjustment and the revised pro-rate premium, as result of the recent update
Esurance strives to provide excellent customer service to all of its policyholders and apologizes if *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/10/23) */
October 23,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** W***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Please accept this letter as confirmation that Esurance Insurance Company, (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by Mr*** *** regarding the above referenced private passenger *** insurance policy
Esurance records reflect the above referenced policy was purchased effective May 29, 2014, for a six-month policy termMr*** renewed his policy for an additional six-month policy term, effective November 29, 2014, and for a subsequent term effective May 29, At the time of policy purchase, and upon each subsequent policy renewal term, Mr*** accepted the terms and conditions of his policy, which discloses the fees in connection to the insured's policy
On July 31, 2015, Mr*** contacted Esurance requesting a quote to repurchase a West Virginia automobile policyAt that time, the policy was set to cancel at the insured's request effective August 1,
On August 3, 2015, Esurance received an email from Mr*** advising that he had not requested his policy to be cancelledOn the same date, Esurance reinstated Mr***'s policy effective August 1, Esurance emailed Mr*** advising of the policy reinstatement
On August 18, 2015, Mr*** contacted Esurance stating that he had obtained automobile insurance quotes from other companies, and he would contact Esurance at a later date to cancel his policy
On August 28, 2015, a monthly billing reminder was sent to Mr*** advising the amount of $would be debited from the method of payment on file on September 1,
On September 1, 2015, Esurance attempted to debit the insured's method of payment on file for premium amount of $157.01, and received a payment failure
On September 2, 2015, Mr***'s policy was set to cancel for nonpayment of premium effective September 16,
On September 3, 2015, a Notice of Cancellation was mailed to Mr***
On September 16, 2015, a final payment notification was issued to the insured advising the amount of $was due, reflecting the outstanding balance remaining on Mr***'s account
On October 13, 2015, Mr*** contacted Esurance via email advising that he had secured automobile coverage with another companyEsurance advised Mr*** that his policy was cancelled effective September 16, 2015, with a remaining balance owed in the amount of $At that time, Esurance advised Mr*** he may provide the Declaration Pages for review
On October 15, 2015, Esurance received and reviewed Declaration Pages submitted by Mr***The Declaration Pages provided by Mr*** revealed lesser coverages, therefore Esurance was unable to backdate Mr***'s policy
On October 16, 2015, Esurance discussed the outstanding account balance with Mr***As a courtesy, Esurance agreed to waive the fees applied to Mr***'s policy, resulting in an outstanding balance in the amount of $
Esurance records confirm Mr***'s policy was cancelled effective September 16, 2015, for the nonpayment of premiumEsurance was unable to backdate Mr***'s policy as the insurance he obtained was not similar to the coverage provided by EsuranceAs a courtesy, Esurance has agreed to waive the policy fees totaling $80.00, which considers the cancellation fee of $50.00, late payment fee of $15.00, installment fee(s) of $15.00, to reflect an account balance in the amount $Esurance strives to provide exceptional *** ***, and apologizes this was not the case for Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I advised the supervisor in this case since she has worked so diligently to resolve this that even though I still believe I do not owe them anything, I will be will willing to make a payment on November the as long as it is less than The fact still remains that they sent me an e-mail on August 1, advising me that my policy was cancelled, If this were not the case I would have never pursued coverage under another firmThe whole "lesser coverage" issue in this case does not even apply as the coverage I have currently is acceptable to the sate I live and the Maximum Coverage for the State to which I will soon be moving, I did it that way on purpose to avoid having to rewrite a whole new policy with a large down payment that I cannot afford (which is why I had to park my car and beg for rides the whole month of August to be able to save that money for that lump sum payment)I have provided Esurance with email copies of the email that they sent me, and I did not receive a response to when I inquired about it on August 3, Had I received that response we would not be having this issue today
I understand all of their numbers, dates and policiesHad I not received the email on August 1, from the advising me that my policy was cancelled, I would absolutley owe the 114.50, but they did send me that notification, and I do not feel (regardless of their number policies or statements), that I should be held responsible for paying them for extra coverage that I never know I had based on an email from them stating that the policy was cancelled
I don't know how else to reiterate this, my actions were based solely on and put into place becuase of their action to email me stating that my policy was cancelled, and not for my refusal to pay the premium, becuase just like I had for the previous months had I known I had a policy I would have paid it, just like I did the previous months prior!
They are not extending any courtesies in my opinion by waving fees that I did not owe in the first place, based on their email August 1, declaring my policy was cancelled
Final Business Response /* (4000, 9, 2015/11/09) */
November 9,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** W***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the rebuttal consumer complaint submitted by Mr*** *** regarding the above referenced private passenger *** policy
According to Mr***'s rebuttal complaint, he states that Esurance had not responded to his inquiry on August 3, 2015, regarding the status of his policyMr*** also contends that he purchased sufficient coverage in the state in which he resides, therefore the "lesser coverage" would not apply
As indicated in Esurance's prior response, Mr*** contacted Esurance on July 31, 2015, requesting a quote for a West Virginia personal automobile policyAt that time, Esurance set Mr***'s policy to cancel effective August 1, 2015, at the insured's request
On August 3, 2015, Mr*** emailed Esurance advising that he did not request his policy to be cancelledOn the same date, Esurance sent an email to Mr*** apologizing for any miscommunication, and advised him that his policy was currently activeA Notice of Reinstatement was issued on August 3, 2015, effective August 1, A copy of the Notice of Reinstatement has been attachedEsurance has also attached a copy of an email notifying Mr*** of his policy reinstatement
A review of the Declarations Page provided by Mr*** reflected the other insurance obtained for his vehicle were less than the coverages with EsuranceAs such, Esurance is unable to backdate the cancellation of Mr***'s policyThe following policy language applies:
***
Automatic Termination
AIf "you" obtain other insurance on a "covered auto", any similar insurance provided by this policy will terminate as to that "auto" on the effective date of the other insurance
***
As previously outlined, Esurance maintains that Mr*** was provided notification regarding the status of his policyMr***'s policy was cancelled effective September 16, 2015, due to the nonpayment of premiumEsurance has agreed to waive the fees in connection to Mr***'s policy, reflecting a remaining account balance in the amount of $Esurance apologizes for any frustration this may have caused Mr***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the terms of this responseBasically it doesn't matter what the "terms" of this policy stateMy rebuttal is as follows:
I never received the email response stating that my policy had been reinstatedIf that were the case I wouldn't have been bumming rides to work to keep my job that whole month until I had enough money the following moth to get other Insurance
I was actually pleased with the coverage I received from Esurance, and had I known my policy had been reinstated I would have continued to do business with them
My whole complaint is based on the fact that I received only the communication stating that my Insurance policy had been cancelled, this was not a concept I dreamed up, I based it on information I received from esurance
Whatever reinstatement copy they sent you I did not receive or as stated previously I would have paid my bill like I did the year and a half prior to this mix up
I have no complaints about the *** I received, or the agent I spoke withEven during the dispute the supervisor I was communicating with was respectful, and courteousSo much so tat I told him if he could get the amount under $(i am not made of money and don't make a habit of paying bills I do not owe) that I would pay it because of all the work and research the supervisor did while trying to assist me
I believe in sticking to my principlesI pay the bills I oweI work hard for my money, and with a sick wife I can't afford t throw it in the wind when a company makes a mistake
IF they can get it to $or less as a compromise, I will pay it
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name:
*** ***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Claim Number: EXP-XXXXXXX
Date of Loss: 06/26/
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced claim on a private passenger *** policy
The above captioned claim was reported to Esurance on July 15, 2015, by the insured, *** ***At the time of the report, Mr*** advised Esurance of the details of the lossMr*** further advised that he had went to court, and the charges surrounding the accident had been dismissed
On July 15, 2015, Esurance received and reviewed the police report filed for the accident
Mr*** hand wrote on the police report that the parking lot was empty when he got in the car, and that he backed up and hit the police carThe facts of loss provided by the Esurance insured and the police report confirm that *** *** had backed into a parked and unoccupied vehicle
At this time, Esurance has not yet finalized liability for the claim, and is still in contact with the City of *** Police Department in an attempt to gain their final liability determinationIf the *** Police Department accepts liability for the loss, Esurance will be able to waive Mr***'s deductibleIn the event the *** Police department does not accept liability, Mr*** will be responsible for his deductible
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the esurance's response because I don't understand why the *** Police Dpthas to be convinced to accept a court decision
On the case City of *** against me the judge dismissed the caseThe police report was wrong and bias (these were the exact words the judge used)How can be otherwise if the police officer involved in the accident asked for a subaltern to come and write the reportAnd how can the officer who wrote the report to write that his supervisor (who was in the car in the moment of accident) stopped his car in an private, empty parking lot, perpendicular on the parking lines behind a car(mine) he wasn't in pursuitIf you have the chance to speak with someone acknowledgeable in police's rules and regulations you will find out that he broke some of themIf they don't accept the judge's ruling means that those who has to apply the law think that they are above the law
I thought that esurance has to deal with the insurance company who insures the Police Dpt's cars not with the ones who ones has been proved to be wrong and bias
I won the case with City of *** and my case is now with esuranceI can't accept that not being at fault I'm being asked to pay the deductible to fix my carIf I don't get a satisfactory resolution I'll have to go to the court again but this time I'll ask for personal damages because I'm already stressed out of this
Thank you!
Final Business Response /* (4000, 9, 2015/08/18) */
August 18,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAOHXXXXXXX
Claim Number: EXP-XXXXXXX
Date of Loss: 06/26/
Company: Esurance Property and Casualty Insurance Company
Dear Ms*** ***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follow up consumer complaint submitted by *** *** regarding the above referenced claim on a private passenger *** policy
In the follow up consumer complaint, Mr*** states he should not be responsible for his collision deductible as the charges surrounding the accident had been dismissed by the courtAs previously outlined, the facts of loss provided by Mr*** in conjunction to the police report, confirm the insured had backed into a parked and unoccupied vehicle
The facts of loss support that Mr*** backed his vehicle into a parked vehicle, therefore he would be considered the at fault partyThe charges, regardless if they were dismissed, would not determine liability in this matterThe facts remain that Mr*** hit a parked vehicleUnfortunately, the only way to avoid responsibility for the deductible in this situation would depend upon the other insurance carrier accepting liability for the lossUnder the collision coverage the deductible is taken regardless of fault
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Claims Manager
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***,
Responding back to Mr*** I'll start by writing down the definition of word "parking"
"Parking is the act of stopping and disengaging a vehicle and leaving it unoccupied for a certain period of time in a space designed for that (parking space)." All these criteria has to be met in order a car to be considered parkedI understand that Mr*** knows this definition but I don't understand is based on what evidence he draws the conclusion that the car was parked and not otherwise
Now I'll attach a picture taken (by me) a few seconds after the accident have taken placeFrom this picture you can clearly see that the driver is still inside the car (just opened the door to get out)Also the car stopped perpendicular on the parking spaces, not parallel with the lines how legally suppose toFrom the moment I got into the car to leave (clear behind me) until I started backing up didn't pass *** that 15-secondsThat's not considered leaving the car unoccupied for a certain period of time is it? And finally the car wasn't disengaged, engine was still running (you can't see the exhausted gases from the picture)They always keep the car running to keep in touch with the dispatchers or just in case they have to leave right awayNone of the criteria of a parked car have been met just judging after this pictureMaybe this will bring a little light in this caseSo Mr*** I'm asking you again based on what evidence you consider that I hit a parked car? Based on the facts shown above the judge dismissed the case (City of *** against me)
It is sad that instead of fighting for their clients and trying to find the true some people are looking for the easiest and shortest way to solve a caseIt is much easier to find me guilty (even after I vas proved in court otherwise) than to fight with the other insurance for my rights
Anyway this is my last mail through this channelDepending on the insurance's response to this last mail I'll decide what the next step will be
Thank for the time taken with my case
*** ***
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by *** *** regarding the above referenced private passenger automobile insurance policy
Esurance records indicate the above
referenced policy was purchased effective November 4, 2015, insuring a Chevrolet Cavalier, representing a full term premium amount of $At the time of purchase, and each subsequent policy term, *** *** authorized Esurance to debit his method of payment on file for future payments upon renewal or changes to his policy.
On February 24, 2017, pursuant to *** *** ***, Esurance deleted hisChevrolet Cavalier, and added a Toyota Corolla to be effective February 25, 2017. As a result of the policy change, *** *** premium was updated to reflect a revised amount of $1,On the same date, an updated payment schedule was issued to *** *** **
On March 24, 2017, *** *** contacted Esurance requesting the cancellation of his policy to be effective the renewal date on May 4, 2017. At that time, a final invoice was issued to *** *** in the amount of $418.52, which represented the premium due for the time coverage was provided for his Toyota Corolla.
On April 3, 2017, *** *** account was debited the final invoice amount of $
Esurance confirms the premium adjustment for *** *** policy is valid based on the time that coverage was provided for his Toyota Corolla. However, in consideration to any miscommunication that may have occurred, Esurance has agreed to refund the amount of $to *** *** Esurance sincerely apologizes for any confusion or frustration this may have caused *** ***
Thank you for allowing Esurance the opportunity to respond to this inquiry
Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Re: Revdex.com Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Claim Number: DENXXXXXXX
Date of Loss: February 1,
Policy Number: PAILXXXXXXX
Insurance Company: Esurance Insurance Property and Casualty Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records reflect the above referenced policy was purchased effective July 31, 2010, for a six month policy termAt the time of policy purchase, and upon each subsequent policy term, the insured accepted the terms and conditions of the policy, thereby agreeing to transact business electronically through the Esurance website and by email, to include making policy payments and receiving policy documents
The above captioned loss was reported on February 1, 2016, involving a two vehicle accidentThe loss reportedly occurred at approximately 8:AM on February 1, A review of Ms***'s policy reflected her policy had expired effective February 1, 2016, at 12:AMEsurance has provided a summary of the policy transactions/communications below:
On December 12, 2015, Esurance issued a Renewal Offer to Ms*** reflecting an additional six month policy term, effective January 31,
On December 31, 2015, a Policy Renewal Invoice was issued to Ms*** advising payment in the amount of $would be automatically debited from the insured's method of payment on file on January 21,
On January 21, 2016, Esurance attempted to debit the insured method payment on file, and was declined by her banking institution
On January 22, 2016, an email was sent to the insured advising Esurance was unable to process her renewal term payment
On January 25, 2016, a Past Due Renewal Invoice notification was issued to the insured advising the renewal payment was unable to be processed, and payment was due immediately to renew her policy
On January 26, 2016, Esurance sent Ms*** an email advising payment was due to avoid a lapse in her automobile coverage
On January 31, 2016, an Expiration Notice was issued to the insured advising her policy expired effective January 31, 2016, at 12:AM
Ms*** repurchased an automobile policy with Esurance effective February 1, 2016, at 10:AM
On February 10, 2016, Esurance issued a denial letter to Ms*** due to the loss occurring outside the policy period
Esurance confirms Ms***'s loss occurred after the expiration of the above referenced policyEsurance is unable to afford coverage for Ms***'s claim, as the loss occurred outside the policy periodMs*** had elected to receive her policy documents via electronic delivery, and were available to view through accessing the Esurance online accountEsurance strives to provide exceptional *** ***, and apologizes this was not the case for Ms***
Thank you for allowing us the opportunity to respond to this complaint
Sincerely,
***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Property and Casualty Company
Initial Business Response /* (1000, 5, 2015/12/18) */
December 18,
Revdex.com
Attention: *** ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PANJXXXXXXX
Insurance Company: Esurance Insurance Company of ***
Dear Ms***
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Insurance Company of *** is in receipt of the above referenced complaint
Esurance records indicate that this policy was purchased on December 4, 2015, via online application, to be effective on this same dateAt the time of purchase, the down-payment was provided by electronic check
Later on December 4, 2015, Ms*** contacted Esurance to inquire about cancelling the policyEsurance explained that the cancellation would be processed within 24-hours, but that there may be a bank delay with the refund as the down payment was paid by check
On December 5, 2015, Ms*** contacted Esurance to cancel the policyEsurance explained that the cancellation would be processed within 24-hours, but that there would be a refund delay if paid by check as the check would need to clear the bank before the funds could be released
Esurance processed the cancellation on December 5, 2015, to be effective December 6, 2015, per the insured's requestThe check cleared the bank and the unearned premium was refunded on December 13,
Thank you for your time and attention to this matter that has now been resolved with the consumer
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company of ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
Revdex.com
Attention: ***, Dispute Resolutions
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case
Number: XXXXXXXX
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: PAOK-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced private passenger *** policy
In his complaint, Mr*** *** is demanding that Esurance compensate him for the lapse of coverage, as a result of his policy being cancelled due to failure to provide information necessary to rate and/or underwrite the policy
Esurance records indicate the above referenced policy was purchased on July 8, 2015, with an effective date of July 14, 2015, with a six-month policy term for the full term premium of $The policy provided coverage for three vehicles, a *** and two operators Mr*** *** and Hannelore ***
On July 8, 2015, Esurance discovered several potential unlisted drivers that the Underwriting Department may be require them to be added to Mr***'s automobile policy
On July 20, 2015, Esurance contacted Mr*** via email to verify if the two unlisted drivers, *** and *** may need to be added to his automobile policyEsurance also advised Mr*** that we were unable to verify his current vehicle registrationThe Underwriting Department informed Mr*** of the due date to provide the requested information and within that same email, Esurance informed the insured if the requested information was not received within days, his premium may increase or his policy may be canceled or non-renewedOn this same day, Mr*** contacted Esurance to verify the information pertaining to the unlisted drivers and during that same call Esurance advised Mr*** that we still required proof of his vehicles registration
On July 22, 2015, Mr*** contacted Esurance regarding a billing issue and again during that call Esurance advised him of the pending underwriting issue
On July 23, 2015, Esurance contacted Mr*** via email to advise him that we were unable to complete the verification of his current vehicle registration and informed him that the Underwriting Department would require him to provide a current copy of his vehicles registration no later than July 30, 2015, or result in Mr***'s automobile policy being cancelled or non-renewed
On July 31, 2015, Esurance records indicated the requested documentation was not received, therefore; Mr***'s policy was set to cancel effective August 14, 2015, for failure to provide information (Current Vehicle Registration)
On August 1, 2015, Mr*** contacted Esurance and during that call we advised the insured when his policy was set to cancel and when his refund would be issued
On August 3, 2015, Esurance issued a copy of the cancellation notice to Mr*** at the following address; XXXXX E*** XXXXX, again outling the reason for the cancellation
Esurance records indicate all unearned premiums have been refunded to the insured
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** ***, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/11/02) */
November 2,
Revdex.com
Attention: Dispute Resolution Department
*** *** Suite ***
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant Name: ***
***
Insured Name: *** ***
Policy Number: PAKS-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by *** *** regarding the above referenced private passenger *** policy
In her complaint, Ms*** *** is demanding a full refund of premium
Esurance records indicate the above referenced policy was purchased on October 16, 2015, with the same effective date, with a six-month policy term for the full term premium of $The policy provided coverage for a Hyundai Santa FE/GLS/LX and Ms*** as a single operatorThe quote was initiated by the insured via online applicationDuring the quoting process, the insured was found eligible to receive several discounts; including, but not limited to the Fast 5(r) discount, in which a 5% discount will be applied to the first policy term for customers who begin their quote through the Esurance website, www.esurance.com; and the Switch & Save(r) discount, in which policyholders with current insurance will earn a 5% discount for the first two terms they are with EsuranceThis discount applies when a new business insurance policy is purchased with current auto insurance before switching to Esurance.as a single operatorThe quote was initiated by the insured via online applicationDuring the quoting process, the insured was found eligible to receive several discounts; including, but not limited to the Fast 5(r) discount, in which a 5% discount will be applied to the first policy term for customers who begin their quote through the Esurance website, www.esurance.com; and the Switch & Save(r) discount, in which policyholders with current insurance will earn a 5% discount for the first two terms they are with EsuranceThis discount applies when a new business insurance policy is purchased with current auto insurance before switching to Esurance
During the underwriting period, Esurance discovered adverse driving record for Ms*** which impacted the initial six-month term premiumThis caused the term premium to increase from $to $1,
On October 17, 2015, Esurance sent an email to Ms*** advising her of the premium adjustment based on the recent information obtained from LexisNexis Risk Solutions Inc., an independent provider of driving record and claim history reports
On October 19, 2015, Ms*** contacted Esurance to inquire into the premium increaseDuring that call the Esurance Representative advised her of the discovered adverse driving record and as a result, of the premium rate increasedMs.*** requested to cancel her automobile policy, effective October 19,
Esurance records on October 19, 2015, a refund in the amount of $was issued to card ending in ***
Esurance records indicate the policy was cancelled within hours of the email advising Ms*** of her premium adjustment, therefore; the $cancellation fee will be waived
Esurance is sorry to hear that Ms*** has purchased insurance coverage elsewhere and hopes that she will consider Esurance in the future when shopping for insurance for herself and/or her family
Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to *** *** Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com
Sincerely,
*** ***
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 13,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number:
***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer correspondence submitted by *** ***
regarding the above referenced homeowners policy
Esurance records indicate the above referenced policy was purchased on March 11, 2016, with an effective date of April 02,
In his complaint, *** *** is concerned that Esurance did not provide sufficient notification of the pending expiration of his policy for non-payment of premium
Esurance records indicate an email notification stating that we had not received the escrow payment for the homeowners insurance policy was sent on March 16, This email also stated the importance of receiving payment in order for the policy to remain in effectA review of the policy indicates that the mortgagee address was corrected on March 23, The mortgagee was advised that the renewal premium was past due on March 28, The renewal premium was never received and therefore the policy expiredThe expiration notice was sent on April 02, 2017, since the homeowners policy expired there is no applicable cancellation fee for this policy
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
*** ***
SrManager Underwriting
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Initial Business Response /* (1000, 6, 2015/06/03) */
June 3,
Revdex.com
Attention: *** *** Dispute Resolutions
XXX XXth Street, Suite ***
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: ***
***
Named Insured: *** ***
Policy Number: PANYXXXXXXX
Claim Number: EXPXXXXXXX
Date of Loss: May 10,
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, acknowledges receipt of the complaint submitted by *** *** regarding the settlement offer for a claim on the above referenced private passenger *** policy
On May 13, 2015, Ms*** reported a claim to EsuranceDuring the first notice of loss, Ms*** advised that her Hyundai Accent was damaged by a hail storm that occurred on May 10, An inspection was established at her shop of choice to send in the photos and estimate of the damagesThe photos that were received from Ms***'s shop were insufficient in confirming the damages
On May 22, 2015, Esurance scheduled an independent appraiser to inspect the damages in personThe total estimate at this time was $1,A payment was issued directly to Ms*** (less her $Comprehensive deductible)
On May 29, 2015, a supplement for additional damages was received in the amount of $1,The supplement was reviewed by Esurance and a payment was issued directly to *** *** for the remaining amount of $1,As of June 1, 2015, Ms*** has been paid in full for the damages sustained to her Hyundai Accent
Thank you for allowing Esurance this opportunity to respond to the complainant's concerns
Sincerely,
*** ***
Manager Site Rapid Response
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 8, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Case has been resolved
Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Revdex.com
Attention: ***
Dispute Resolution Specialist
Broadway, Suite
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant
Name: *** ***
Insured Name: *** ***
Policy Number: PAILXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Esurance Insurance Services, Inc(Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
Esurance records indicate the above referenced policy was purchased November 26, 2013, effective the same date, for a six month policy term
On May 2, 2015, Mr*** updated his policy to reflect adding his son, Alexander ***, to his automobile policy
On June 3, 2015, Mr*** contacted Esurance to request excluding his son from the policyAt that time, Esurance provided the insured a Driver Exclusion Form to complete
On June 26, 2015, Esurance received the Driver Exclusion form from Mr***; however, the form had not been properly completedAt that time, a corrected form was sent to Mr***
Esurance confirms the completed Driver Exclusion form has been receivedEsurance has updated Mr***' policy to reflect excluding his son from the policy effective June 3, 2015, and credit issued accordinglyEsurance strives to provide exceptional *** ***, and apologizes for any inconvenience or frustration this may have caused Mr***
Thank you for allowing Esurance the opportunity to address your inquiry
Sincerely,
*** ***
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 12, 2015/09/21) */
September 21,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In his complaint, Mr*** states that when he purchased this policy the Personal Injury Protection (PIP) coverage, should have been selected as Excess and not as Primary coverageMr*** also states that he should be refunded the premium associated with the coverage being selected as Primary
On July 29, 2015, Mr*** contacted Esurance and requested a refund of all premium associated with the
PIP Coverage being selected as PrimaryMr*** also advised Esurance that he has Primary insurance coverage and had for some timeEsurance did a conference call with MrKammers insurance company and confirmed that Mr*** does have current health insurance and did backdate the change to the beginning of the current term and refunded that portion of the premium
Esurance reviewed the original sales call at the time of the policy inception and determined that Primary Coverage for PIP was selected correctlyEsurance discussed the PIP coverage with the insured at the time of purchaseEsurance was advised by Mr*** that he had Medicare at that time and Esurance explained that Primary would need to be selected since Medicare does not act as Primary for PIP
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; ***, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 14, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently Esurance just cannot comprehend the facts of this complaint I have lost track of how many times I have relayed this story, but once I again I will relay it again in hopes that the light goes on and they get it this time
From approximately July 27th through September 10, there were over some conversations with myself and multiple Esurance *** *** representatives and supervisors by both phone and email regarding this subjectDuring those conversations I explained in detail numerous times the circumstances of this complaint, and of my adamant claim of having BC/BS back to March of And that the initial policy should have shown my PIP coverage as Excess and not Primary
Even after a conference call instituted by a Esurance representative with BC/BS and myself, BC/BS made it abundantly clear that I indeed did have health coverage back to March of 2012, and that Esurance should have known thatThe Esurance *** *** representative then told me that if I could provide a letter to them showing that I had BC/BS back to she would speak to a Esurance supervisor there to get Esurance to amend their errorI forwarded the BC/BS letter to Esurance August 3,
Esurance refuses to answer the question I have asked a number of timesPlease Esurance explain to me how is it feasibly possible that I would tell Esurance I had Medicare coverage when my two previous auto carriers before Esurance and my current auto carrier were competent in getting the BC/BS coverage correct for my PIP coverage?Three insurance companies can get it right, but Esurance could not?
How is it feasibly possible that I would not be aware I have BC/BS coverage when both myself or a family member have been to the doctors office numerous times in the past several years and every one of those times I gave them a BC/BS card and BC/BS sends me monthly reports of medical services rendered
How is it feasibly possible when I asked for a quote from Esurance where I recited the exact policy coverages off of my previous auto policy verbatim for limits of liability, collision deductibles ,comprehensive deductibles and PIP coverage, but you still stick to your delusion I told you medicare coverage was my main health carrier
And please explain to me how it is feasibly possible that over a months time, with all of those plus conversations I had with Esurance explaining this complaint repeatedly to numerous Esurance Representatives not once was I ever told the reason Esurance made my PIP coverage Primary was because I said I had medicare coverageAs if we are to all of a sudden believe after all of my previous conversations, Esurance just decided to now review the original sales call at the time of the policy inceptionReally? You expect people to believe that?
And let me ask Esurance this how is it possible for you to review a sales call by phone unless the representative kept internal written records that could be conviently adjusted to fit your diluted story line?So I gather in those records which may be subpoenaed by my attorney should it come to that, you can provide the *** *** representatives name and actual written notes in their handwriting or an actual voice recording that I actually said I had medicare coverage right with out coercion to that employee or the fear of perjury right?You just have to find it amazing how in over a span of plus conversations over the past month no one at Esurance ever tells me the mythical medicare story until I pressed Esurance with legal action, and then they maneuver to cover themselves with a new fairy tale
Esurance has said over and over that they have in their records copies that show they were aware in April of that BC/BS was our health carrierIf that is the case then why didn't Esurance amend the policy at the six month renewal date in Why didn't they show the PIP coverage as Excess instead of over billing me for a premium they knew was incorrect and removing funds from my bank account which could be considered as fraud and misappropriation of financial funds by Esurance for overcharging me for a premium they were fully aware was wrong
Ask yourselves this?Esurance keeps telling everyone that I said I had Medicare coverage which I have proven to be wrongbut they apparently knew in April of that I had BC/BS coverage by their own admissionAre the representatives at Esurance sure they want to keep beating the drum of the medicare fallacy, when their own records show I had BC/BS coverage?
I can tell you exactly what happenedEsurance provided me a quote based on their own miscomprehensionThey claim I told them I had medicare as my primary health carrier, that is not the case, nor what I told themBecause I am disabled and on social security they assumed that medicare was my primary health provider which it is notWhat Esurance failed to investigate further is the other drivers that were also shown on the policyThe fact is I am on my wife's (who was also listed on the Esurance policy) BC/BS coverage through her employer which has been our primary carrier for ten yearsMy daughter who was also shown on the auto policy is covered on the BC/BS coverage as wellHad Esurance investigated further than the end of their nose, they should have been fully aware that their claim of my having Primary medicare coverage would not have covered my wife or my daughter who were also on the policyThe fact that I gave them information from my previous auto policy should have made it abundantly clear the PIP coverage was EXCESS and health coverage was indeed in placeThis is totally on Esurance for not doing their job, and to make it seem that I told them I had medicare coverage as my primary carrier which is and an assumption they made which is ludicrous
I am far from done with this incidentI am tired of your made up fallacies, your inept *** *** and your unprofessional mannerIf you think I am going to walk away from your illegitimately taking large amounts of money from my bank account, for a premium you were aware of, or fail to have my case heard by a state or federal agency, your sadly mistaken
Final Consumer Response /* (3000, 17, 2015/10/08) */
I would like to relay to Ms *** *** of Esurance who apparently is the contact for this complaint a recent conversation I just had with Esurance on 9/11/
Esurance phoned me in regards to this claim and I spoke with one of your *** *** representatives regarding the BC /BS confirmation letter showing that I had coverage with them at the time of the inception of this policy, and that the PIP coverage should have been Excess on my Esurance policyNow Esurance has a new fairy tale they are trying to spin, a complete fallacy telling me that when I got this policy I told them that I had Medicare Coverage and that is why the policy was issued as PrimaryThis is unusual because after all of the conversations I have with Esurance over the past month regarding this issue, and going over the policy verbatum by phone and by email which number times now, not once was I ever told that made up fallacy until someone decided to spin a new tale to get out of the mistake they made
I asked your representative yesterday " why would I say I had medicare coverage when I told the previous two auto carriers I had before you and also the current carrier I have now (which is NOT Esurance any longer) that I had BC/BS coverage and all three got the PIP coverage correct and showed it as Excess, and Esurance is the only one out of the three that screwed it up and got it wrong" His answer was "uh uh uh I dont know" I asked him "do the Esurance *** *** representatives ever make mistakes? "He said "he was not sure but did not think they would"So we began to discuss the letter that I sent from BC/BS showing the coverage back to 2012, and I told him how in a previous conversation with a *** *** representative she had told me "if you can get a letter from BC/BS showing that you had BC/BS coverage I will talk to the supervisors and get you a refund back to the inception date of the policy because Esurance had issued the PIP coverage in error" At this point in the conversation yesterday, your *** *** representative began to tell me that the BC/BS letter I sent only showed that I had coverage back to I said " oh really are you sure about that" he said "yes the letter they received showed the BC/BS coverage back until only"I said "well, your lying to me yet again" because the BC/BS letter I have here states verbatum the dates of the health coverage went back to April of 2012." I then proceeded to ask him are you sure you dont want to rethink your answer about your *** *** representatives NOT making mistakes? Because you just made a big one? Which is also kind of like the story Esurance made up about me telling you I had Medicare coverage right when I never said any such thing?"
I asked him why Esurance continues to make fallacies up as they go along? First the fantasy story of my telling them I had Medicare when I told them no such thing, that every other auto carrier I had both before and after got the PIP coverage correct why didn;t they? And then the fallacy of the BC/BS letter and his stating that it said it only showed coverage back to
The people at Esurance should not only be ashamed of themselves but embarassed that they treat people in such a mannerIt must be extremely embarassing for a company to have everyone see in print here as another example of just what kind of dishonest *** you give to people who are merely seeking a right to the wrong Esurance made
I am sure you have read the previous correspondences hereI want the difference between the PIP coverage you billed as Primary when it should have been Excess all the way back to the inception date of this auto policyI find it disturbing that Esurance cannot admit an error on their part and just settle the claim quickly and not embarrass themselves any more by their fabrications I have shown here to cover up their blatant error
Final Business Response /* (4000, 19, 2015/10/11) */
October 08,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In his rebuttal, Mr*** states that at the time he purchased this policy the Personal Injury Protection (PIP) coverage, should have been selected as Excess and not as Primary coverageMr*** is also requesting the premium associated with the coverage being selected as Primary be refunded
Esurance did record and has reviewed the sales call that took place between Mr*** and Esurance on November 02, Esurance confirmed at the time of the policy inception that Primary Coverage for PIP was selected correctlyEsurance reviewed the PIP coverage with the insured at the time of purchaseMr*** did advise Esurance that he had Medicare at that time and Esurance explained that Primary would need to be selected since Medicare does not act as Primary for PIP
On July 29, 2015, Esurance did a conference call with Mr*** and his health insurance company and confirmed that Mr*** does have current health insurance as of April 01, 2014, and did backdate the change to the beginning of the current term and refunded that portion of the premium
In an effort to resolve Mr***'s concerns Esurance is backdating the change to April 01, 2014, the date Esurance was able to confirm during the conference call with Mr***'s insurance companyA refund for the difference in coverage is being processed at this time
Esurance sent out multiple renewal offers over the life of this policy and on every offer the PIP coverage showed selected as Primary CoverageEsurance was not notified of any change that needed to be made to the PIP coverage on this policy until July 29, Mr*** had multiple opportunities to review his policy for any changes in coverage he felt needed to be made
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; ***, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Business Response /* (1000, 5, 2015/07/27) */
July 27,
Revdex.com
Attention: ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
RE: File Number:
XXXXXXXX
Complainant: *** ***
Named Insured: *** ***
Auto Policy Number: PANE-XXXXXXX
Claim Number: DEN-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
NAIC Number: XXXXX
Dear Ms***,
Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced private passenger *** policy
This claim was reported to Esurance on January 08, 2015, by our Insured, *** ***The claim was then assigned to our claims representative, and statement was secured from complainant, *** ***
On January 09, 2015, it was determined that Ms*** had sustained an injury and the injury portion of the claim was transferred to a Bodily Injury adjuster for continued handling
On January 12, 2015, Esurance contacted Ms*** to obtain additional injury details and to explain the claims processOn this same date an e-mail was issued to advising of the follow up contact expectation and a Bodily Injury medical authorization was mailed to Ms***
Esurance attempted contact with Ms*** on January 22, 2015, and January 28, 2015, to follow up on the results of the MRI results and if a treatment plan has been established
On January 28, 2015, Ms*** contacted Esurance and advised that a thoracic/lumbar MRI was completed and that she felt that a cervical MRI would be needed
On January 29, 2015, Ms*** contacted Esurance and advised that she did not have any nerve issues in her neck and that she was prescribed physical therapy for four weeksIt was agreed that Esurance would follow up within this four week period of time to determine her progress with the treatment
On February 27, 2015, Esurance contacted Ms*** and it was determined that physical therapy was still ongoing
On March 03, 2015, Esurance requested medical records and bills from the supplied providers
On March 18, 2015, Esurance contacted Ms***' primary care physician to inquire on our request for medical recordsEsurance also contacted Ms*** to obtain a status of the ongoing treatment and what future treatment is anticipated
On March 23, 2015, Esurance received notes and bills from the complainant's primary care physician
On March 26, 2015, Esurance contacted Ms*** and advised her that her own insurance companies Medical Payment Coverage has been exhausted at five-thousand dollarsEsurance also advised that we will secure the bills that are not being considered under her own policy
On March 30, 2015, Ms*** contacted Esurance to discuss a settlementEsurance advised that not all of the requested records were received, and an offer was extended per Ms*** requestMs*** refused the initial offer and it was discussed that Esurance would continue efforts to secure the additional medical records
On April 22, 2015, Additional medical records were received and an increased offer was extended to Ms***This settlement offer was rejected by Ms*** at that time
On April 23, 2015, Ms*** provided two additional bills for consideration
On April 27, 2015, Ms*** advised Esurance that she is relocating to Atlanta, GA
On May 06, 2015, Esurance contacted Ms*** to advise that we are still working on securing the additional records and bills from Methodist Physicians
On May 11, 2015, Esurance contacted Ms*** to inquire if she had resumed treatment in Atlanta and to advise of the records that have been received to date
During the period of May 13, 2015, to June 25, Esurance attempted to obtain medical records from a Dr*** and Methodist Physicians
On June 25, 2015, Dr*** provided the records requested that allowed Esurance to re-evaluate the injury and increase the settlement offerA review of this timeframe shows that the medical provider rejected our medical authorization and requested that we utilize their own medical authorizationA review of the claim notes shows that proactive attempts were made by Esurance to secure these recordsEsurance provided Ms*** an increased settlement offer that same date
On June 29, 2015, Ms*** made a formal written settlement demand via e-mail to EsuranceThis offer was reviewed and countered with an increase in the offer that was extended on June 25,
On June 30, 2015, Ms*** rejected this increased offer and reiterated her initial demandMs*** also made an additional request to have future medical care included in any settlement offerEsurance extended an additional offer to Ms*** inclusive of treatment up to September 08, This offer was extended without any indication from Ms***' treating doctor of the need for future care
On July 10, 2015, Ms*** contacted Esurance to counter the offer that was extended on June 30,
On July 15, 2015, Ms*** contacted Esurance asking if Esurance had received all of the medical records from her physical therapyEsurance advised no additional records had been received and that the records would be requested by our office
At this time a settlement has not been reached and Esurance is still waiting for the additional medical records that may impact the settlement offer
Thank you for allowing Esurance the opportunity to respond to this inquiryIf you have any questions or require additional information, please direct any future correspondence to ***, XXXXX, (XXX) XXX-XXXX ExtXXXXXXX or by email to ***@esurance.com
Sincerely,
*** ***
Claims Manager
Esurance insurance Services
On behalf of Esurance Property and Casualty Insurance Company
May 2,
Revdex.com
Attention: *** ***
Broadway, Suite
Oakland, CA 94607Via Electronic Response: ***
Re: Case Number: ***
Complainant Name: *** ***
Insured Name: *** ***
Policy Number: ***
Company: Esurance Property and Casualty Insurance Company
NAIC Number: ***
Dear *** ***
Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the follconsumer correspondence submitted by *** *** regarding the above referenced homeowner’s policy
After further review Esurance determined that there was a clear lack of communication regarding the update of the mortgagee clause and PO Box payment address and the handling of the insureds request of cancelling his homeowner’s policy
On April 2, 2017, per the insureds request, with the same effective date, Esurance has cancelled the insured's homeowner’s policy
On May 2, 2017, a refund in the amount of $has been issued, resulting in the cancellation of the homeowner’s policy
Esurance has provided coaching and training to the customer service representative(s) and again apologizes *** *** experience was not satisfactory
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On behalf of Esurance Insurance Company
Complaint:***I am rejecting this response because: It has been 48hrs and the correction has not been completedIt is still showing an unauthorized charge of $ALSO the statement states I was informed of the $charge before making my changesThat is an incorrect statementThe system did not say anything about an additional charge when removing the vehicleIt was not till after it was removed that I was made awareSo the update must be completed and the statement must be changed that I was never informed of the charge before finalizing the removal of my auto. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/11) */
November 11,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:
*** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by *** *** regarding the above referenced personal automobile insurance policy
In her complaint Ms*** sates that this policy was purchased without Comprehensive and Collision coverage and the agent did not advise her of the coverage options
Esurance has reviewed the initial sales call and this policy was sold without Comprehensive and Collision coverageThe agent did advise Ms*** that not having Comprehensive and Collision coverage would mean there is no coverage in the event of a loss for fire, theft, vandalism, nature, or an at fault accident
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agent should have not offered that especially knowing the vehicle was a lease vehicleHe should have explained all the different coverages to me and that could have possibly changed the price lower but to just offer no coverage shouldn't have happenedHe was just trying to make the sale because he stated that after I said I'll call back because I don't have that amount at this timeHe didn't inform me of the different coverages that were availableMy leasing company wasn't even notified of my insurance changes like they were suppose to beIf they had been notified I would have been notified by them
Final Business Response /* (4000, 9, 2015/11/25) */
November 25,
Revdex.com
Attention: *** ***, Dispute Resolutions
XXX XXth Street, Suite
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: *** ***
Named Insured: *** ***
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms***:
Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by *** *** regarding the above referenced personal automobile insurance policy
In her rebuttal Ms*** sates that Esurance should not have offered her a policy without Comprehensive and Collision coverage and the agent did not advise her of the coverage options
Esurance is unable to decide for any insured what coverage options are chosen at the time of purchaseEsurance did go over the coverage options that were available and did explain that not having Comprehensive and Collision coverage would mean there is no coverage in the event of a loss for fire, theft, vandalism, nature, or an at fault accident
Thank you for allowing Esurance the opportunity to respond to the concernsIf you have any questions or require additional information, please direct all future correspondence to *** ***, Compliance Analyst, at; P.OBox 2890, Rocklin, CA, XXXXX
Sincerely,
*** ***
Compliance Analyst
Esurance Insurance Services, Inc
On Behalf of Esurance Property and Casualty Insurance Company