Esurance, Inc.

To whom it may concern:   Please accept this letter as confirmation that Esurance Insurance Services, Inc. (Esurance) on behalf of Esurance Insurance Company is in receipt of the rebuttal to the consumer response regarding the nonrenewal of a personal automobile policy.   Again, Esurance strives to provide excellent customer service and apologizes that [redacted] experience was unsatisfactory. To clarify, this policy was not cancelled, it expired.   A Renewal Offer should have been provided to [redacted] along with a renewal policy invoice approximately thirty days prior to the expiration date. Because of the underwriting concerns and pending nonrenewal, the Renewal Offer and renewal invoice were delayed and the policy ultimately expired.   If a renewal offer had been issued, a renewal down payment would have needed to be received in order for this policy to renew. When [redacted] contacted Esurance after the expiration date, Esurance did acknowledge that a renewal invoice was not issued in error and offered to renew the policy upon receipt of the renewal down payment. [redacted] declined.   Thank you for the opportunity to respond to this complaint. Esurance is sorry to lose [redacted] as a customer and is glad to hear that he has obtained replacement coverage.   Sincerely, *
[redacted]
Compliance Consultant Esurance Insurance Services, Inc. On behalf of Esurance Insurance Company

Initial Business Response /* (1000, 5, 2015/09/28) */
September 28, 2015
Revdex.com
Attention: [redacted] Dispute Resolutions
Dispute Resolution Specialist
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case...

Number: XXXXXXXX
Complainant Name: [redacted]
Insured Name: [redacted]
Policy Number: PAOK-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms. Griffith:
[redacted] Insurance Services, Inc. (Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by [redacted] regarding the above referenced private passenger [redacted] policy.
In her complaint, Ms. [redacted] is demanding that Esurance reimburse her for the monthly insurance premiums.
Esurance records indicate the above referenced policy was purchased on February 22, 2013 with an effective date of February 26, 2013, with a six-month policy term for the full term premium of $571.00. The policy provided coverage for a [redacted] GT and Ms. [redacted] as a single operator.
On September 4, 2015, Esurance discovered several potential unlisted drivers that the Underwriting Department may be require them to be added to Ms. [redacted]'s automobile policy. On this same day Esurance contacted Ms. [redacted] via email to verify if the two unlisted drivers, [redacted] Sr. and [redacted] Jr. need to be added to her automobile policy. Esurance also advised Ms. [redacted] that it was unable to verify her garaging address. Esurance informed Ms. [redacted] of the due date to provide the requested information and if it was not received within 10 days of this email notice, her premium may increase or her policy may be canceled or non-renewed.
On September 7, 2015, Ms. [redacted] contacted Esurance via email indicating that [redacted] Sr. has insurance with Esurance and Ms. [redacted] also confirmed that [redacted] Jr. does not reside at the same garaging address.
On September 8, 2015, Esurance contacted Ms. [redacted] via email to request proof of other residency for [redacted] Jr., such as a copy of a utility bill. Esurance advised Ms. [redacted] if she cannot obtain information for [redacted], she may exclude him as a driver on her policy. Esurance advised Ms. [redacted] of the September 14, 2015, deadline to provide the required documentation, to avoid cancellation, or non-renewal of the policy. Also, Esurance advised Ms. [redacted] that it may update the address/drivers to the policy effective August 26, 2015.
On September 12, 2015, Ms. [redacted] contacted Esurance to provide her new physical address.
On September 13, 2015, Esurance contacted Ms. [redacted] via email to submit another copy of the Driver Exclusion Form, per her request. Again, Esurance advised Ms. [redacted] to return the required documentation by September 14, 2015, to avoid possible change in premium or cancellation of the policy for underwriting concerns.
On September 15, 2015, Esurance records indicate a copy of Exclusion From was received, as a result; of the timeline when the required documents were received, Esurance added the unlisted driver effective August 26, 2015, the renewal date of Ms. Vicari's automobile policy.
On September 16, 2015, Ms. [redacted] contacted Esurance to request the cancellation of her automobile policy.
On September 17, 2015, Esurance issued a refunding the amount of $89.94 to the account on file.
Upon receipt of this complaint, a detail review was completed on September 25, 2015. Esurance records indicate a clear copy of the Driver Exclusion form was finally received in our office on September 15, 2015 and the required documentation was due no later than September 14, 2015, and as a result; Esurance added the additional operator for the following dates; 9/14-9/15/15. On this same day, an additional refund in the amount of $46.13 was issued to the account on file.
Esurance records indicate all unearned premiums have been refunded to the insured.
Thank you for allowing Esurance the opportunity to address your inquiry. If you have any questions or need additional information regarding this file, please direct all correspondence to [redacted], Compliance Analyst, P.O. Box 2890, Rocklin, CA, XXXXX, or via email to [redacted]@esurance.com

Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Dear[redacted]
 
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 regarding the premium increase and cancellation fee on a personal automobile...

policy.
 
Esurance records indicate that this policy was purchased online on July 14, 2016, to be effective on July 18, 2016, for a six month policy term. At the time of purchase, [redacted] disclosed a clear driving record and reported to have continuous prior insurance coverage for six or more years. The policy was quoted and issued based on the information provided by [redacted]
 
Also at the time of purchase, [redacted] accepted the terms and conditions of the policy, which declares that the statements contained in the Application are true and agrees to pay any applicable surcharges or recomputed premium resulting from inaccurate statements in the Application. The terms and conditions of the policy also disclose that a short rate fee may be charged if the policy is cancelled.
 
In Georgia, insurance carriers are allowed sixty (60) days from the policy’s effective date to review an insurance application and verify the information provided by the applicant. This is called the underwriting period. During the underwriting period, it was discovered that[redacted] had an accident on his driving record. The policy was updated to reflect this driving history and the premium changed accordingly.
 
Esurance was unable to verify prior insurance information, therefore, requested that [redacted] provide a declarations page from his prior insurance carrier. On July 14, 2016, [redacted] did provide a declaration page, which showed that his prior policy expired May 18, 2016. As a courtesy, Esurance offered to complete a conference call with the prior carrier if that was easier than providing the requested documentation. Unfortunately, no additional proof of prior coverage was received, therefore, the policy was updated with the prior insurance information received.
 
On August 6, 2016,[redacted] requested that the policy be cancelled. Esurance cancelled the policy per the insured’s request effective August 18, 2016. At the time of cancellation, the premium balance owed was $267.30. As no additional payment has been received, Esurance referred [redacted] policy to collections on October 5, 2016.
 
Esurance empathizes with any policyholder that experiences a premium increase. However, Esurance is unable to offer any additional refund as the premium was correctly rated and charged according to the agreements made between[redacted] and Esurance. If [redacted] would like to provide a declarations page as proof of prior insurance for the time period of May 18, 2016 to July 18, 2016, Esurance will update the policy rating accordingly and apply any applicable credit to the outstanding balance owed.
 
Thank you for the opportunity to respond to this complaint.
 
 
Sincerely,
 
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.On behalf of Esurance Property and Casualty Insurance Company

February 6, 2018
 
Revdex.com
Attention:  [redacted]Via Electronic Response:  [redacted]
 
 
Re:      Case...

Number:            [redacted]
Complainant Name:    Seth [redacted]
            Insured Name:            Seth [redacted]
            Policy Number:           [redacted]
            Company:                   Esurance Property and Casualty Insurance Company
            NAIC Number:           [redacted]
 
To Whom It May Concern:
 
Esurance Insurance Services, Inc. (“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer correspondence submitted by Seth [redacted] regarding the above referenced private passenger automobile policy. Esurance was not notified of this complaint submission dated. January 31, 2018, and apologizes for the delay in responding.
 
Esurance records indicate the above referenced policy was purchased on September 6, 2017, with the same effective date for a full term premium of $1,122.50.  The policy provided coverage for a 2013 Chrysler 300 HEMI C and Seth [redacted] as a single operator.  
 
At the time of policy purchase the insured disclosed prior insurance with 1-2 years of continuously insured. The insured qualified for the Claim-Free Discount. During the underwriting period Esurance discovered that the insured had a more than 30 days of lapse in coverage with the prior policy expiring on July 5, 2017, as a result the Claim-Free Discount was removed effective, September 7, 2017.
 
On September 8, 2017, Esurance contacted the insured via email to advise him we required proof of prior insurance by submitting a letter of experience. Esurance also advised the insured that if we are unable to verify prior insurance, his policy premium would increase.
 
On September 16, 2017, Esurance sent a follow-up email informing the insured that the Claim-Free Discount was removed, resulting in a changes to his monthly payments.
 
On December 6, 2017, the insured contacted Esurance to inquire into his increased monthly payment and during that call the representative advised that the premium increased due to the loss of the Claim-Free Discount, which in accordance with our filed rate and rules in the State of Colorado, the removal of the Claim-Free Discount is valid.
 
Thank you for allowing Esurance the opportunity to address your inquiry. 
 
 
Sincerely,
 
Kimberly[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Initial Business Response /* (1000, 5, 2015/11/30) */
November 30, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case...

Number: XXXXXXXX
Complainant Name: [redacted] T. [redacted]
Insured Name: [redacted] T. [redacted]
Policy Number: PACA-XXXXXXX
Claim Number: FXP-XXXXXXX
Date of Loss: 11/05/2015
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]
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 above referenced complaint.
The claim is under review due to some concerns with the damages to the 2003 Infinity FX35. Esurance is in the process of attempting to verify that the damages occurred as presented. The items requested and the handling of the claim are appropriate and typical for concerns of this nature.
Esurance typically requests items and documents such as phone and bank records. These allow Esurance to confirm activities to support the presented claim. Esurance hopes to complete its investigation as quickly as possible. Although Esurance received many of the documents that were requested, it has not yet received the affidavit of vandalism and Mr. [redacted]'s complete cell phone records showing dates and complete phone numbers. After all the documents have been received, Esurance's special investigator, [redacted], will contact Mr. [redacted] to obtain an in person recorded statement.
Esurance thanks Mr. [redacted] for his cooperation and hopes to have the investigation completed shortly. Esurance relies on Mr. [redacted]'s continued cooperation with the outstanding items needed to accomplish that goal.
Mr. [redacted] can contact [redacted] at XXX-XXX-XXXX if he has further questions.
Thank you for the opportunity to respond to this complaint.
Sincerely,
[redacted]
Branch Claims Manager
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant...

Name: [redacted]
Insured Name: [redacted]
Policy Number: PAOH-XXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]
Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by [redacted] regarding the above referenced private passenger [redacted] policy.
Esurance records indicate the above referenced policy was purchased effective September 6, 2015, for a six month policy term, reflecting a full term premium amount of $689.00. At the time of policy purchase, Mr. [redacted] accepted the terms and conditions of the policy, which discloses the cancellation fees applicable to his policy.
In order to evaluate the insured's eligibility for insurance and determine the correct premium charged, Esurance orders report(s) to verify the information that is submitted at the time of policy purchase. The MVR or Motor Vehicle Report revealed additional information than what Mr. [redacted] had disclosed at the time of purchase. As a result, Mr. [redacted]'s rates were adjusted to reflect the updated information.
On September 7, 2015, an Amended Policy was issued to Mr. [redacted] reflecting a term premium amount of $1,687.00.
On September 11, 2015, Mr. [redacted] contacted Esurance to cancel his policy. Pursuant to Mr. [redacted]'s request, a Cancellation Notice was issued effective September 11, 2015.
As a courtesy, Esurance has waived Mr. [redacted]'s $50.00 cancellation fee. A Credit Notification was sent to Mr. [redacted] on September 14, 2015, reflecting a credit in the amount of $50.00 to be applied to the insured's method of payment on file. Esurance strives to provide exceptional [redacted], and apologizes this was not the case for Mr. [redacted].
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the first business that Revdex.com actually worked for. They did good on their part and refunded the money before I had to call the FTC on them for a bait and switch issue.

Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by [redacted] regarding a claim on the above referenced private passenger automobile insurance policy.
 
[redacted] complaint is related...

to a claim for the failure of the engine of her 2007 Dodge Charger. The failure reportedly occurred on June 18, [redacted], and according to [redacted], the engine failure was caused by water entering the engine systems because of a storm that occurred that day. On June 20, [redacted] reported that the loss occurred at their home while the vehicle was parked in the driveway. She indicated that a storm had passed through causing a flood in their driveway and that the flood water was as high as the mid-point of the tires. On this same date, an Esurance Claims Representative contacted the insured to discuss the loss. The Charger was brought to Edwards [redacted] for the damage appraisal.
 
On June 22, [redacted], the Esurance Appraiser assigned to the loss spoke with Josh at Edwards [redacted], and Josh advised Esurance that there was no evidence of water damage to the Charger. Josh further indicated that there is no evidence that the vehicle was in water, and there is no evidence that the engine ingested water. Josh explained that the engine had a brand new water pump and thermostat installed, and it appears to have been leaking coolant for quite a while.
 
Following that discussion, Esurance determined that a teardown of the engine was needed in order to determine whether the failure was related to flood water or mechanical failure, which is not a covered loss under [redacted] Esurance policy.
 
On June 23, [redacted], Esurance again spoke with Josh at Edwards [redacted] who advised that he was having their service department run diagnostics on the engine to assist in determining the cause of the failure. Josh notified [redacted] of these steps, and reiterated that if the cause of the failure was flood related, Esurance would cover the claim. However, if it was determined to be mechanical failure, the diagnostics test and repairs will be an out of pocket expense.
 
On June 24, [redacted], an Esurance Claims Representative contacted [redacted] to discuss the details of the apparent flood. [redacted] reported that an embankment near their home had become flooded and overflowed, and the water from that overflow flooded their vehicle. After that occurred, [redacted] started the vehicle, backed it into their driveway, and the next day the vehicle would not start. The Esurance Claims Representative advised [redacted] that based on the information provided by Josh at Edwards [redacted], it did not appear that the engine failure was the result of a covered cause of loss. At that time, [redacted] advised Esurance that there was water found in the air filter and water in the oil. [redacted] further advised that there were other parts that were damaged by water in the engine.
 
On June 26, [redacted], the Esurance Appraiser spoke with [redacted] who expressed his concerns that the engine failure may not be covered. At that time, the Esurance Appraiser advised [redacted] that the teardown was necessary, and advised him that if the cause of the failure was mechanical in nature, he would be responsible for the cost of the teardown and repairs. [redacted] did not provide authorization for the teardown at that time; rather, [redacted] advised Esurance that he was going to check with the dealer he purchased the vehicle from to see if he had a warranty.
 
On June 29, [redacted] advised Esurance that they did not have a warranty on the vehicle, and that she wanted the Charger moved to a different shop for a second opinion. The Esurance Appraiser was advised that [redacted] was arranging to have the Charger towed to the dealer where it was purchased, [redacted].  [redacted] was going to ask [redacted] to cover the engine failure that appeared to be a prior condition caused by the engine overheating. [redacted] advised the Esurance Appraiser that he would like the claim to remain open. The Esurance Appraiser advised [redacted] to call him if he had any further questions or issues.
 
On June 30, [redacted], Esurance received a call from [redacted] at [redacted] advised Esurance that he had inspected the Charger, and found that the drive shaft was bent and that there was water in the oil pan. [redacted] indicated that the water would had to have gone through an intake in the engine, and it appeared that the Charger was driven through water that caused the damage. [redacted] also advised us that their shop would be closed the entire week because of the July 4th holiday.
 
On July 5, [redacted], the Esurance Appraiser left a message for [redacted] to discuss the findings.
 
On July 10, [redacted], the Esurance Appraiser was able to speak with [redacted].  [redacted] advised Esurance that he found water in the cylinders, and the spark plugs had water on them. [redacted] also advised that there was some water in the oil when drained, and there is a hole in the oil pan.  [redacted] indicated that he was able to see a broken rod through the hole in the oil pan.
 
Based on the information provided by [redacted], together with the opinion previously provided by Josh at Edwards [redacted], the Esurance Appraiser assigned the claim to an independent mechanical appraisal firm to have the Charger inspected.
 
On July 12, [redacted] related a different scenario to Esurance explaining that [redacted] was traveling down a road when she attempted to cross a flooded area. The vehicle apparently stopped running, and [redacted] had the vehicle towed back to their home.
 
On July 13, [redacted], the independent mechanical appraisal was completed, and the findings confirmed that evidence existed that is consistent with water intrusion through the fresh air intake system leading to engine failure. Notwithstanding the differing versions of how the loss occurred, as the independent mechanical appraisal confirmed the water ingestion by the engine, Esurance has agreed to cover the loss.
 
The Esurance Appraiser has spoken with [redacted], and advised him that Esurance is in the process of approving coverage for a like, kind & quality engine (LKQ) with a 6 month unlimited mileage warranty. Esurance also forwarded a copy of the preliminary estimate to [redacted]’ mechanic.
 
Thank you for allowing Esurance the opportunity to respond to this inquiry.

Initial Business Response /* (1000, 10, 2015/10/28) */
October 27, 2015
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite 550
[redacted] XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:...

[redacted]
Named Insured: [redacted]
Policy Number: PANE-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]:

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 [redacted] regarding the above referenced personal automobile insurance policy.
In his complaint, Mr. [redacted] states that he contacted Esurance to cancel his policy effective October 29, 2015, and Esurance cancelled the policy on October 24, 2015.
Esurance records reflect that Mr. [redacted] contacted Esurance on September 30, 2015, and requested that his policy be set to cancel effective October 29, 2015. Mr. [redacted] also requested to remove his method of payment and to stop his next scheduled payment on October 01, 2015.
On October 05, 2015, Esurance sent Mr. [redacted] notice that the October 01, 2015, payment had not been made.
On October 09, 2015, Esurance set the policy to cancel effective October 24, 2015, and sent notice to Mr. [redacted].
On October 10, 2015, Mr. [redacted] contacted Esurance and inquired why the policy was set to cancel effective October 24, 2015. Esurance advised that since the October 01, 2015, payment was not received, the policy only had enough remaining policy premium to provide coverage through October 24, 2015.
Esurance did not receive any additional contact from Mr. [redacted] after October 10, 2015. This policy is currently canceled effective October 24, 2015.
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to [redacted], Compliance Analyst, at; P.O. Box 2890, Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 12, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read Mr. [redacted]'s response and do not agree with his statements. On Sep 30 I called Esurance and talked to [redacted] and requested that my insurance policy be cancelled. I requested that they stop my next payment and let the policy run out. I asked three separate times what date my policy would run out because I didn't want any lapse between insurance policies. All three times I was told it would expire on Oct 29 at 12:01 a.m. Mr [redacted] seems to be lying in his response when he states that I requested my policy to cancel on Oct 29. Mr [redacted] also is not being truthful about the phone call I had with Esurance on Oct 10. He states that when I called to find out why the policy expiration dates had changed it was because I only had enough remaining policy premium to provide coverage through Oct 29. That is not what I was told. The person I talked to said it must be a penalty for canceling my policy but he wasn't sure. That is why I was so confused. They couldn't even give me a definite reason as to why the dates had changed.
Final Business Response /* (4000, 14, 2015/11/18) */
November 18, 2015
Revdex.com
Attention: [redacted], Dispute Resolutions
XXX XXth Street, Suite 550
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: [redacted]
Named Insured: [redacted]
Policy Number: PANE-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]:

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 [redacted] regarding the above referenced personal automobile insurance policy.
In his rebuttal, Mr. [redacted] states that he contacted Esurance to cancel his policy and did not request a specific date.
After additional review Esurance did confirm that Mr. [redacted] contacted Esurance on September 30, 2015, and requested that his policy cancel when the unearned policy premium ran out. Esurance did advise Mr. [redacted] that the policy showed premium through October 29, 2015, at that time. Mr. [redacted] also requested to remove his method of payment and to stop his next scheduled payment on October 01, 2015. Esurance also advised Mr. [redacted] that by removing his payment method and letting the policy cancel for Nonpayment of Premium that he may be subject to any applicable fees for terminating the policy.
At the time of policy purchase Mr. [redacted] did accept the terms and conditions of the policy. The terms and conditions did disclose that Esurance does have a Cancellation fee if the policy is cancelled prior to the end of the current term.
On October 05, 2015, Esurance sent Mr. [redacted] notice that the October 01, 2015, payment had not been made.
On October 09, 2015, Esurance set the policy to cancel effective October 24, 2015, and sent notice to Mr. [redacted]. The difference from the October 29, 2015, to the October 24, 2015, cancel date was due to fees associated with the cancelation of the policy, using a portion of the remaining premium.
On October 10, 2015, Mr. [redacted] contacted Esurance and inquired why the policy was set to cancel effective October 24, 2015. Esurance advised that when the October 01, 2015, payment was not received, the policy only had enough remaining policy premium to provide coverage through October 24, 2015. Esurance also advised of the fees associated with the cancelation of the policy at that time.
Esurance sincerely apologizes to Mr. [redacted] for any confusion or experience that did not meet his expectations.
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to [redacted], Compliance Analyst, at; P.O. Box 2890, Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On Behalf of Esurance Property and Casualty Insurance Company

Initial Business Response /* (1000, 5, 2015/11/09) */
November 9, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
RE: File...

No.: XXXXXXXX
Complainant: [redacted]
Claim: WISXXXXXXX
Date of Loss: 10/09/2015
Insured: [redacted]
Policy Number: PAOHXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]:
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 [redacted] regarding a claim on the above referenced private passenger [redacted] insurance policy.
The above captioned loss was reported to Esurance on October 9, 2015, by the claimant, [redacted]. On the same date, contact was made with the driver of Ms. [redacted]'s vehicle, in which Esurance advised that the loss vehicle, 2005 Pontiac Grand Am, may be deemed a total loss due to the nature of damages he described were a result of this loss.
On October 13, 2015, Esurance contacted Ms. [redacted] and she agreed to release her vehicle to be moved to Copart Auto Auctions in an effort to expedite the inspection of her vehicle, and the total loss handling as the vehicle was likely to be declared the same. Esurance explained the necessary steps to release her vehicle, for Copart to move it to their facility, and for Esurance to complete a damage estimate in order to determine if the car would be a total loss. At that time, Ms. [redacted] declined a rental vehicle, stating she would not need it unless the total loss process took too long.
On October 13, 2015, Esurance sent a request to Copart to pick up Ms. [redacted]'s vehicle and transport the vehicle their storage facility. On the same date, Copart made efforts to contact Ms. [redacted] requesting permission to move her vehicle.
October 14, 2015, and October 15, 2015, Copart continued efforts in attempting to contact Ms. [redacted] requesting permission to relocate the claimants vehicle.
On October 15, 2015, Ms. [redacted] contacted Esurance requesting an appraiser inspect her vehicle to determine the extent of damages. Ms. [redacted] admitted at this time she had no interest in retaining the salvage of her vehicle, but did not want it removed from the body shop. At that time, Ms. [redacted] was again offered a rental vehicle.
Esurance inspected the Ms. [redacted]'s vehicle, and a damage estimate was prepared on October 17, 2015, reflecting a repair estimate in the amount of $5,465.71. Based on the visible damages related to this loss, when compared to the actual cash value (ACV) of the above vehicle, the vehicle had been deemed a total loss. A copy of the repair estimate is attached.
On October 19, 2015, the loss was referred to the Esurance total loss department for handling. At that time, Esurance discussed the total loss process with Ms. [redacted]. Esurance discussed with Ms. [redacted] moving the vehicle to Copart. Ms. [redacted] agreed to have the vehicle moved to Copart's storage facility.
On October 20, 2015, Ms. [redacted] authorized the release of her vehicle, and it was received by the Copart facility on October 22, 2015.
On October 26, 2015, Esurance attempted to contact Ms. [redacted], and requested a call back to discuss the actual cash value for her vehicle.
On October 28, 2015, Esurance contacted Ms. [redacted] to discuss and review the ACV value for her vehicle. At that time, Ms. [redacted] demanded Esurance replace the vehicle. Esurance explained the total loss settlement for her vehicle is based on the actual cash value. Ms. [redacted] also demanded twenty days of rental. Esurance explained to Ms. [redacted] that we did not owe for the twenty days of rental, and further advised that she had declined a rental vehicle when previously offered.
A settlement breakdown letter explaining the actual cash value, along with the CCC One Market Valuation Report were sent to Ms. [redacted] via e-mail on October 29, 2015. Esurance has enclosed a copy of the CCC One Market Valuation Report utilized in establishing an actual cash value for the 2005 Pontiac Grand Am SE 4. A total of 12 comparable vehicles were utilized in the report, with a maximum distance of 117 miles in regards to the location of the comparable vehicles.
Based on the attached market evaluation, the conclusion and valuation method is valid and reasonable. Ms. [redacted]'s 2005 Pontiac Grand Am was found to be in normal or average condition for the age and mileage. In the event Ms. [redacted] has additional documentation in the form of vehicle maintenance records, not to include oil changes, she can provide the records to Esurance for additional consideration toward the actual cash value of her vehicle. A copy of the Market Valuation Summary has been enclosed.
To date, Esurance has not received additional documentation from Ms. [redacted] supporting a revised actual cash value. Esurance will gladly review any documentation regarding the aforementioned maintenance records if submitted. Any maintenance outside of oil changes can be considered as long as the work was performed within 12 months of the loss.
With regard rental vehicle, Esurance had previously offered to extend rental to the claimant, for which Ms. [redacted] had declined. Esurance has agreed to pay for a rental for twenty days, or offer a loss of use cash settlement for $400.00, which represents twenty-days at $20.00 per day.
On November 2, 2015, Esurance discussed the option of obtaining a rental vehicle or a loss of use amount. Ms. [redacted] accepted the loss of use amount of $400.00. At this time, Esurance has issued payment to Ms. [redacted] in the amount of $3,976.75, representing the ACV payment for the Pontiac Grand Am, and includes the $400.00 for the rental loss of use.
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
[redacted]
[redacted]
Senior Manager Material Damage
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
[redacted] Broadway, Suite [redacted]
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant...

Name: [redacted]
Insured Name: [redacted]
Policy Number: PAKYXXXXXXXXX
Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]
Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by Mr. [redacted] regarding the above referenced private passenger automobile policy.
Esurance records indicate Mr. [redacted] had a prior policy referencing PAKYXXXXXXX, which was cancelled effective April 13, 2011. At the time of the prior policy cancellation, Mr. Sheet's had a remaining balance due in the amount of $54.39, and the account was subsequently referred to an outside collections agency.
The above referenced policy was purchased effective September 17, 2015, for a six month policy term. At the time of policy purchase, Esurance required the insured satisfy the outstanding balance from his prior policy in the amount of $54.39. Esurance inadvertently sent Mr. [redacted] an email wherein advising him a refund would be credited to his account, when in fact, the amount represented the outstanding balance due from his prior policy of $54.39. Esurance confirms Mr. [redacted] past due amount of $54.39 was paid with his initial policy down payment.
On October 6, 2015, during the underwriting period, Mr. [redacted] policy was updated to reflect the discovery of a prior comprehensive claim. As a result of the prior claim, the Claims-Free Discount was removed from Mr. [redacted] policy. Policyholders who qualify for the Claims-Free discount receive a fifteen-percent discount, and must have five of more continuous years of driving experience without any accidents or claims in the past five years.
Esurance records indicate Mr. Sheet's policy is pending cancellation effective November 6, 2015, for the nonpayment of policy premium. Esurance confirms the increase in the Mr. Sheet's policy resulted from the loss of the Claims-Free discount.
Esurance strives to provide exceptional customer service, and apologizes for any confusion or frustration this may have caused Mr. [redacted].
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/21) */
May 21, 2015
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite 550
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:...

[redacted]
Named Insured: [redacted]
Policy Number: PAMAXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms. [redacted]
Esurance Insurance Services, Inc. ("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by [redacted] regarding the above referenced private passenger [redacted] policy.
Esurance records indicate this policy was purchased effective September 13, 2014. At the time of purchase, Mr. [redacted] selected a monthly installment payment option and authorized Esurance to charge the method of payment on file for the down-payment, as well as all future payments upon renewal or a change to the policy. An automatic payment schedule was established to withdrawal the monthly payment on the 13th of each month.
On March 20, 2015, the method of payment on file was removed per the request of the account holder.
On April 8, 2015, a scheduled payment notification was issued to remind Mr. [redacted] that a payment was due on April 13, 2015. That payment was not provided, therefore, after a second attempt to collect the payment, a notice of cancellation for non-payment of premium was issued on April 17, 2015, to cancel the policy effective May 12, 2015.
On May 13, 2015, Mr. [redacted] contacted Esurance and stated that he made a payment on May 10, 2015, and wanted to know why the policy had been cancelled. At this same time, Mr. [redacted] also requested that proof of insurance be sent to his prior insurance carrier. Esurance advised that there is no record of payment and requested that he send confirmation of payment transfer, as well as the name and address of his prior insurance carrier. Once this information is received, Esurance agreed to reinstate the policy and provide proof of insurance to his prior carrier. On this same date, the prior insurance carrier detail, and a payment, was received. Esurance reinstated the policy without a lapse in coverage and provided the necessary documentation to Mr. [redacted]'s prior insurance carrier.
Thank you for allowing Esurance this opportunity to respond to the complainant's concerns.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Insurance Company

Initial Business Response /* (1000, 5, 2015/11/03) */
November 3, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
[redacted] Broadway, Suite [redacted]
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case...

Number: XXXXXXXX
Complainant Name: [redacted]
Insured Name: [redacted]
Policy Number: MCCA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]
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 above referenced complaint.
At the time of policy purchase, the insured accepted the terms and conditions in which he agreed to pay a cancellation fee of $30.00 if he cancelled his policy.
Esurance records indicate that the cancellation fee was waived as a courtesy.
Thank you for the opportunity to respond to this complaint.
Sincerely,
[redacted]
[redacted]
Senior Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did refund me the money and I am satisfied with that. I still maintain that the fee was not easily seen when purchasing the insurance though.

Initial Business Response /* (1000, 5, 2015/08/21) */
August 21, 2015
Revdex.com
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: [redacted]
Insured...

Name: [redacted]
Policy Number: PAFLXXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]:
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 above referenced complaint.

Esurance records indicate that this policy was purchased on May 10, 2015, to be effective on May 11, 2015. At the time of purchase, Ms. [redacted] accepted to the terms and conditions of the policy, which states:
Cancellation for Non-Payment of Premium
To keep your Policy current and avoid cancellation, your payment must be received by its due date. We do not accept partial payments of the invoiced amount. If your full payment for the invoiced amount is not received by the due date, a Late Payment Fee will be charged to your account. Any unpaid premium may result in the cancellation of your Policy. If a cancellation notice is generated, you will be charged a Cancellation Fee and a cancellation notice will be mailed to the address shown on your Policy.
Also at the time of purchase, Ms. [redacted] opted to pay the term premium in monthly installments on the 11th of each month and authorized Esurance to charge the method of payment provided for the down payment, as well as all future payments upon renewal or a change to the policy.
A scheduled payment was due on August 11, 2015, to be automatically charged to the method of payment on file. Ms. [redacted] contacted Esurance on August 8, 2015, to request an extension to that due date. The representative agreed to prevent the payment from being withdrawn on August 11th, and explained that a payment would need to be received by August 24, 2015, or the policy would cancel, estimating the cancellation date to be August 25, XXXX XX:XXAM. The representative confirmed that the payment due date could not be extended further.
Since the payment was not received by its original due date, a notice of cancellation for non-payment of premium was issued on August 12, 2015, to cancel the policy effective August 26, 2015 at 12:01AM.
The Automobile contract that Ms. [redacted] has with Esurance states:
If "you" pay the premium, "we" agree to insure "you" subject to all of the terms of this policy...
Esurance empathizes with Ms. [redacted]' financial hardship, but is required to treat all policyholders the same and cannot make an exception. Esurance does not want to lose Ms. [redacted] as a [redacted] and hopes that she will be able to make the premium payment prior to August 26, 2015, to avoid policy cancellation. However, if a payment is received within seven days of that date, Esurance is willing reinstate the policy with a lapse in coverage.
Thank you for allowing Esurance the opportunity to respond to this inquiry.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting an extension due to a financial hardship our family is facing because of a family member being ill and under our care. It's is very hard for me to comprehend why it is so hard for the company to work with us. I am willing to break up the payments even, we're not looking not to pay just for the company to assist us in catching up with our payment and keep our policy active. I honestly didn't expect this response from Esurance.
Final Business Response /* (4000, 9, 2015/08/27) */
August 27, 2015
Revdex.com
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: [redacted]
Insured Name: [redacted]
Policy Number: PAFLXXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]
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 further correspondence on the above referenced complaint.

Again, Esurance empathizes with Ms. [redacted]' financial hardship, but is required to treat all policyholders the same and cannot make exceptions. Esurance does not want to lose Ms. [redacted] as a [redacted], but her policy has cancelled for non-payment of premium effective August 26, 2015. If payment is received within seven days of the cancellation date, Esurance will be able reinstate the policy with a lapse in coverage.
Thank you for allowing Esurance the opportunity to respond to this inquiry.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called to make the payment yesterday. The representative told me that my payment of 307.00 would not reinstate my policy. Now they want $755.00 in order to reinstate my policy. They do not empathize with our situation, Esurance is retaliating because the consumer contacted the Revdex.com. Making it impossible for us to activate our policy again. They had sent me an email telling me they would reinstate my policy with a payment of $307.00 but the representative told me that was not going to be the amount. This is just hours after I received the email. I have a copy of the email which I will submit to the Revdex.com with the date it was sent and they have my call recorded with last nights conversation. False advertisement.

Initial Business Response /* (1000, 5, 2015/10/15) */
October 15, 2015
Revdex.com
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: [redacted]...

[redacted]
Insured Name: [redacted]
Policy Number: PACTXXXXXXX
Insurance Company: Esurance Insurance Company
Dear Ms. [redacted]:
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.

Esurance records indicate that this policy was purchased on August 16, 2015, to be effective on August 17, 2015. At the time of purchase, Ms. [redacted] accepted the terms and condition of the policy, in which she agreed to transact business electronically. Also at the time of purchase, Ms. [redacted] authorized Esurance to charge the method of payment provided for the down payment and all future installments, renewal premium, and changes made to the policy. A payment schedule was established for the premium to be paid on the 17th of each month, in which a $6 installment fee would be applied.
On September 3, 2015, Ms. [redacted] contacted Esurance to advise that she had returned her vehicle to the dealership under the lemon law. Esurance explained that she could cancel her policy or change to a "no car policy", which would provide continuous liability coverage until Ms. [redacted] purchased a replacement vehicle. Ms. [redacted] advised she would call back after she decided what to do with her policy. Esurance emailed a quote for the "no car policy" on this same date.
On September 4, 2015, Ms. [redacted] contacted Esurance and was advised again of the options to cancel her policy or change to a "no car policy". Esurance advised of the benefits of maintaining continuous liability insurance as many companies' rates are adversely affected by a lapse of coverage, regardless the reason for the lapse. Ms. [redacted] advised she wanted to review the quote before making a decision and would call back. Esurance again emailed a quote for the "no car policy" on this same date.
On October 2, 2015, Ms. [redacted] contacted Esurance, upset that she had not received the promised quotes. Esurance resent the quote and recommended that Ms. [redacted] check her junk or spam email folder. Ms. [redacted] advised that she would call back to make changes to her policy when she had more time.
On October 5, 2015, Ms. [redacted] contacted Esurance, upset that she is still paying for insurance for a vehicle that she did not have. Esurance again advised her of the options to cancel her policy or change to a "no car policy". Ms. [redacted] opted to have a "no car policy". As a courtesy, Esurance backdated this policy change to September 3, 2015. This adjustment provided a premium credit of $443.80 for the time period that Esurance was providing continuous liability coverage to Ms. [redacted]. Again, having continuous insurance coverage results in a lower premium than if there had been a lapse in coverage.
Also on October 5, 2015, Ms. [redacted] advised that she had purchased a vehicle. Esurance added the newly-purchased vehicle to the policy effective this same date, per Ms. Burrow's request.
The premium billing for the policy is as follows:
Effective Date Transaction Type Premium/Fees Balance
08/17/2015 Policy purchase $970.00 $970.00
08/17/2015 Down payment ($323.59) $646.41
09/12/2015 Installment fee $6.00 $652.41
09/17/2015 Installment payment ($167.60) $484.81
09/03/2015 Policy endorsement ($443.80) $41.01
10/05/2015 Policy endorsement $349.26 $390.27
At this time, there is a premium balance of $390.27, to be paid in monthly installments. Esurance apologizes if Ms. [redacted]' experience was not satisfactory, and strives to provide excellent [redacted] and recommendations in the best interest of the consumer.
Thank you for allowing Esurance the opportunity to respond to this inquiry.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Insurance Company

Initial Business Response /* (1000, 5, 2015/10/02) */
October 2, 2115
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant...

Name: [redacted] B. [redacted]
Insured Name: [redacted]
Policy Number: PAOHXXXXXXX
Claim Number: FXP-XXXXXXX
Date of Loss: 09/11/2015
Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]:
Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by [redacted] regarding a claim on the above referenced private passenger [redacted] policy.
Mr. [redacted], spouse of [redacted], is the complainant. It is Mr. [redacted]'s contention the damage to the 2005 Pontiac G6 caused by an unknown party should be covered under the Uninsured Motorist Property Damage coverage of the policy. The insured's vehicle, a 2005 Pontiac G6, was hit while parked and unoccupied on September 11, 2015, with damage to the left rear of the vehicle.
The above captioned loss was reported on September 12, 2015, by the insured, Ms. [redacted]. At the time, an Esurance representative was assigned to the loss.

On September 14, 2015, [redacted] and [redacted] spoke with an Esurance claim representative, and provided the facts of the loss. Mrs. [redacted] advised she had parked her vehicle in the North parking lot at Bethesda Hospital at approximately 5:30 AM on September 11, 2015. Mrs. [redacted] returned to her vehicle at 1:30 PM, and noticed damage to the left rear of her vehicle. Mrs. [redacted] confirmed there were no witnesses or security footage to identify the at-fault party.
At that time, the Esurance representative advised the at-fault party must be identified for physical damage to be applied under the Uninsured Motorist Property Damage Coverage. The Esurance representative explained the applicable policy with the insured, and denial letter issued based upon the following:
[redacted]
EXCLUSIONS FOR PART III: UNINSURED AND UNDERINSURED MOTORIST COVERAGE
(Read carefully. If any of the exclusions below apply, coverage will not be afforded under Part III.)
3. "We" do not provide coverage under Part III for "property damage" sustained by any "insured"
B. If the "owner" or operator of the "uninsured motor vehicle" cannot be identified.
[redacted]
Based upon information outlined above, Esurance respectfully maintains the coverage position for the loss.
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
[redacted]
Claims Manager
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Initial Business Response /* (1000, 5, 2015/05/28) */
May 28, 2015
Revdex.com
Attention: [redacted]
Dispute Resolution Specialist
[redacted] Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Case Number: XXXXXXXX
Complainant...

Name: [redacted]
Insured Name: [redacted]
Policy Number: PAIN-XXXXXXX
Company: Esurance Insurance Company
Dear Ms. [redacted]
Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Insurance Company, is in receipt of the consumer complaint submitted by [redacted] regarding the above referenced private passenger [redacted] policy.
Esurance records indicate the above referenced policy was purchased March 11, 2014, effective on the same date, for a six month policy term.
On April 27, 2015, Ms. [redacted] contacted Esurance regarding adding an unlisted driver, [redacted], to her policy. According to Ms. [redacted], the unlisted driver resided in her household and had access to the insured vehicle. At that time, Esurance provided a quote to Ms. [redacted] to add the unlisted driver to her policy.
On April 28, 2015, Esurance sent an email to the insured advising action regarding the unlisted driver would need to be taken within ten days.
On May 9, 2015, Esurance had not received a response from Ms. [redacted] regarding the unlisted driver, therefore [redacted] was added to the policy.
On May 10, 2015, Ms. [redacted] contacted Esurance to requesting Ms. [redacted] to be removed from her policy.
On May 15, 2015, Esurance received an incomplete Driver Exclusion form for Ms. [redacted]. At that time, Esurance sent an email advising the insured resend the Driver Exclusion form to include all pages.
On May 20, 2015, Esurance received the completed Driver Exclusion form, and Ms. [redacted] was removed from the policy at that time.
On May 25, 2015, Ms. [redacted] contacted Esurance disputing the premium adjustment in connection to the number of days Ms. [redacted] was listed on her policy.
On May 27, 2015, Esurance contacted Ms. [redacted] to advise her policy was updated to reflect the deletion of the driver, and adjustment of her premium. An updated payment schedule was issued to the insured to reflect the monthly payment for June and July in the amount of $214.05 and $214.06 respectively. Esurance strives to provide exceptional [redacted], and apologizes for any confusion or frustration this may have caused Ms. [redacted].
Thank you for allowing Esurance the opportunity to address your inquiry.
Sincerely,
[redacted]
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Insurance Company

March 28, 2017   Revdex.com Attention:  [redacted] Dispute Resolution Specialist [redacted] Via Electronic Response:  [redacted]     Re:      Complaint Number:    [redacted]...

            Complainant Name:    [redacted]             Policyholder Name:    [redacted]             Policy Number:           [redacted]             Insurance Company   Esurance Insurance Company             NAIC Number:            [redacted]    Dear [redacted]   Esurance Insurance Services Inc. (“Esurance”), on behalf of Esurance Insurance Company, is in receipt of the consumer complaint submitted by [redacted] regarding the above mentioned of homeowner’s policy.   Esurance records indicate the above referenced policy was originally purchased on March 2, 2015, with an effective date of March 11, 2015, for a full term premium in the amount of $1,149.47.  At the time of purchase, the named insured agreed to transact business electronically through our Web site and by email to, among other things, purchase your Policy, make payments, receive Insurance Policy Documents, renew and terminate or rescind your Policy, and send to us and receive from us communications related to your Policy; unless otherwise indicated, agree to accept all Insurance Policy Documents electronically in lieu of delivery by U.S. Mail or other physical delivery method.   On February 24, 2016, Esurance issued a renewal offer to the insured for a term premium in the amount of $1,363.06. At that time the multi-policy discount was not included in the renewal offer. This discount was added at the insured’s renewal term, effective March 11, 2016, as a result an amended policy was sent to the insured reflecting a revised 12-month term premium in the amount of $1,273.22.    On January 25, 2017, Esurance issued a renewal offer to the insured for a term premium in the amount of $1,356.95. Esurance records indicate the insured’s renewal premium increased due the following; the dwelling coverage was increased to $187,589, from $180,000 and the roof replacement cost increased from $6,420.00 to $6,716.00 as well as other standard rating factors.   On March 22, 2017, Esurance completed a rate review, per the insured’s request, and confirmed  based on the insured’s policy information, as well as the current company and state regulations, Mr. Cowell’s premium is correct.  Insurance rates can vary because insurance companies consider several factors when determining insurance premium(s). Some common factors include, but are not limited to: -  Home's property characteristics (which helps us calculate the estimated cost to rebuild your home, if the worst were to happen) Driving record/claims history  Cost of contractors and supplies in your areaZIP CodeCoverage levels and deductibles   Thank you for allowing Esurance this opportunity to address your inquiry.      Sincerely,   [redacted] Compliance Analyst Esurance Insurance Services, Inc. On behalf of Esurance Insurance Company

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 2015
Revdex.com
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: [redacted]...

[redacted]
Insured Name: [redacted]
Policy Number: PACA-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]:
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 above referenced complaint.
On August 14, 2015, Mr. [redacted] contacted Esurance to report that he rear-ended another vehicle in a low speed collision that day.
Esurance's initial investigation revealed that the Mr. [redacted] was involved in several other accidents which may have resulted in similar damage as well possibly included the other party in this loss.
Due to this unique situation, Esurance is trying to independently verify is this is a covered loss and if so, what exactly is covered. To achieve this, the file has been referred to Esurance's Special Investigation unit.
In accordance with Mr. [redacted]'s policy, Esurance asked that he provide information and documents relevant to the claim. Esurance appreciates his assistance and cooperation with this process.
As with every claim, Esurance keeps all information strictly confidential and only uses it to evaluate this claim.
Esurance is very sorry to hear that he had a difficult experiences in his personal life, during the same time that this claim was presented. Esurance also sympathizes with his frustration and would like to encourage him to fully participate in the investigation so that Esurance may complete the evaluation without delay.
Please contact us directly if you have any further questions or concerns.
Sincerely,
[redacted]
Branch Claims Manager
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The delay is on Esurance's behalf. Not only with my frist claim against an Esurance driver who rear ended me. I was still driving around with a spare tire when I had my second accident thanks to the procrastination of Esurance repairing my car and I am still waiting for the copayment reimbursement as well as lost wages and other out of pocket expenses as well as settling the claim. There is also a delay with my current claim now as an esurance [redacted], I provided all the information I could to the investigator and for weeks on end I kept telling [redacted] that I could not provide her with anything else, once she finally verified that I was telling the truth last friday she requested my password ** my account, first of all that is really an invasion of privacy and secondly I am sure that it is illegal for her to request that and third she would not even be able to obtain anything other than the same data I provided her with weeks ago. I also inquired about these records with her and she has yet to respond, I faxed her direct print outs of my call details (sensitive private information)> I asked about these because these are the only records I have access to and I believe they have been mishandled. I need an apology and for both my claims to be handled promptly, I am more than happy to share my email interaction with the media to make others aware of the practices such esurance investigators use and their way of dealing with customers.
Final Business Response /* (4000, 14, 2015/10/06) */
October 6, 2015
Revdex.com
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Via Electronic Response: www.oakland.Revdex.com.org
Re: Revdex.com Case Number: XXXXXXXX
Complainant Name: [redacted]
Insured Name: [redacted]
Policy Number: PACA-XXXXXXX
Claim number: ESU-XXXXXXX
Date of Loss: 07/31/2015
Insurance Company: Esurance Property and Casualty Insurance Company
Dear Ms. [redacted]:
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 additional correspondence.
[redacted] attempted to contact you on October 2, 2015, to discuss your concerns regarding claim number ESU-XXXXXXX. The number we have on file for you is disconnected. Mr. [redacted] sent you an email to discuss your concerns with his contact information. Please contact him directly so he can answer any questions that you have.
Thank you for the opportunity to respond to this additional correspondence.
Sincerely,
[redacted]
Assistant Branch Claims Manager
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 16, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone was not disconnected. But I still feel great to finally be in contact with Mr. [redacted] whom is looking into my complaint regarding claim number esu-XXXXXXX. I am still waiting for [redacted] to contact me in regards ro claim number esu-XXXXXXX to settle. It has been quite some time.

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite 550
Oakland, CA XXXXX-XXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:...

[redacted]
Named Insured: [redacted]
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]
Please be advised that Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by [redacted] regarding the above referenced private passenger automobile insurance policy.
Esurance Records reflect this policy was purchased on June 14, 2015, effective that same date with a six month term. At the time of policy purchase, Mr. [redacted] also authorized Esurance to debit the account on file for all future payments, upon renewal, or a change to the policy. Mr. [redacted] was also notified that he could revoke the authorization by contacting Esurance at least 72 hours prior to any scheduled payment.
On October 07, 2015, Esurance was contacted by Ms. [redacted] requesting that Esurance revoke the automatic payment authorization from the policy and that she would be sending in payments via the U.S. Postal Service. Esurance responded that same date and advised that the authorized payment method for this account had been removed. Esurance also advised that we do not accept any mailed forms of payment and that Ms. [redacted] would need to contact Esurance directly to make the next payment.
On November 15, 2015, new automatic payment information was provided for this policy by the insured through the Esurance website. At the time the payment information was updated the insured also authorized Esurance to debit the account on file for all future payments, upon renewal, or a change to the policy.
On December 08, 2015, Esurance was contacted by the insured requesting that Esurance revoke the automatic payment authorization from the policy. Esurance responded that same date and advised that the authorized payment method for this account had been removed.
On December 26, 2015, new automatic payment information was provided for this policy by the insured through the Esurance website. At the time the payment information was updated the insured also authorized Esurance to debit the account on file for all future payments, upon renewal, or a change to the policy.
On January 08, 2016, Esurance was contacted by the insured requesting that Esurance revoke the automatic payment authorization from the policy. Esurance responded that same date and advised that the authorized payment method for this account had been removed.
On February 04, 2016, new automatic payment information was provided for this policy by the insured through the Esurance website. At the time the payment information was updated the insured also authorized Esurance to debit the account on file for all future payments, upon renewal, or a change to the policy.
On February 21, 2016, Ms. [redacted] contacted Esurance and requested to cancel the policy effective that same date. This was the same date that the next payment in the amount of $754.86 was scheduled to be debited from the account on file. Esurance records do not reflect any communication after February 04, 2016, requesting to revoke the automatic payment authorization from the policy. Since Esurance was not notified of the request to cancel at least 72 hours prior to the scheduled payment, it was debited from the account on file.
On February 22, 2016, Esurance issued a refund of the unearned premium in the amount of $475.55 to the insured. On February 23, 2016, Ms. [redacted] contacted Esurance and inquired why the entire $754.86 payment had not been refunded. Esurance advised that a 2005 Jeep had been added to the policy on January 12, 2016, and the additional premium provided coverage for that vehicle through the cancelation date of February 21, 2016.
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to [redacted] Compliance Analyst, at; P.O. Box 2890, Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were emails every month prior to payments becoming due asking that they remove the payment info and I will pay when I can. They have no record of my last email however I do. It's funny how the month I decide to cancel they lose all call and email records. The payment method they charged was not authorized and they will be reported for fraud.
Final Business Response /* (4000, 9, 2016/03/18) */
March 18, 2016
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite [redacted] XXXXX-XXXX
Via Electronic Response: goldengate.app.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: [redacted]
Named Insured: [redacted]
Policy Number: PAMI-XXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. Griffith:
Please be advised that Esurance Insurance Services, Inc. (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer rebuttal submitted by [redacted] regarding the above referenced private passenger automobile insurance policy.
In her rebuttal Ms. Reichaed states that Esurance does not have record of her Email requesting to revoke the automatic payment authorization from the policy after February 04, 2016. Esurance records do not reflect any communication after February 04, 2016, requesting to revoke the automatic payment authorization from the policy. Since Esurance was not notified of the request to cancel at least 72 hours prior to the scheduled payment, it was debited from the account on file.
Ms. [redacted] contacted Esurance on March 15, 2016, and inquired why the entire $754.86 payment had not been refunded. Esurance advised that a 2005 Jeep had been added to the policy on January 12, 2016, and the additional premium provided coverage for that vehicle through the cancelation date of February 21, 2016. In addition, Esurance is waiting for the return of a device that was provided to Ms. [redacted] as part of a discount program based on driving activity. Once the device is returned, Esurance will refund an additional $100 for receiving the device back. Esurance sent a return label for the device to Ms. [redacted] on March 16, 2016.
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to [redacted] Compliance Analyst, at; P.O. Box [redacted] Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're stating that they had not received email requesting withdrawal of payment authorization however I have several of them in my record. When I spoke to a supervisor at Esurance on Feb 21, she stated that I could send in the email record however it would not change the outcome as it is not showing in their system. Seems fair!? I don't believe so. The device has been shipped as of March 17th and I am still awaiting refund. I will never deal with Esurance again. They do not care about customers only that they get any bit of money they can from them.

Initial Business Response /* (1000, 5, 2015/06/04) */
June 04, 2015
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite 550
Oakland, CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name:...

[redacted]
Named Insured: [redacted]
Policy Number: PAMNXXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]

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 [redacted] regarding the above referenced personal automobile insurance policy.
In her complaint Ms. [redacted] states that she changed the date of her monthly payments to the 15th of each month and that Esurance attempted to debit her account prior to the 15th and this resulted in an overdraft fee of $35.00. Ms. [redacted] is requesting that Esurance reimburse her the $35.00 that she was charged by her financial institution.
On April 04, 2015, Esurance provided a renewal offer to Ms. [redacted] showing the next payment due date as May 11, 2015.
On April 17, 2015, Ms. [redacted] updated her Esurance policy and scheduled all future payments to be withdrawn on the 15th of each month. This change was made after the renewal offer had already been generated and provided to Ms. [redacted].
Requesting a new payment due date only changes future unscheduled payments and does not impact any payment that has already been scheduled to be withdrawn.
On May 11, 2015, Esurance debited the renewal premium from Ms. [redacted]'s account as previously indicated on the renewal offer that went out on April 04, 2015.
Esurance is unable to reimburse Ms. [redacted] for the $35.00 fee she was charged by her financial institution since no error was made by Esurance.
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to [redacted] Compliance Analyst, at; P.O. Box 2890, Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On Behalf of Esurance Property and Casualty Insurance Company
Initial Consumer Rebuttal /* (3000, 7, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do agree with this - I submitted the request and received confirmation of this on 04/17/2015 - the payment for may did not generate on or before 04/17/2015 and the e-mail confirmation I received clearly states all future payments will be processed on the 15th of the month - it does not state that it takes 2 months to process such request... in fact the confirmation I received on 04/17/2015 states:
The automatic billing date for your future auto insurance payments was successfully changed.
Your new payment due date is the 15th of every month.
The above notice was received on 04/17/2015 at 6:52am.
Then on 5/12 I received notice that my e-surance policy had been renewed????
I have the e-mails if you need to see them - but I don't feel that I was given ample warning that my may payment was going to be processed before the 15th of MAY - why should I be charged for bouncing something that would not have bounced if you would have taken it the day you said you would.
Final Business Response /* (4000, 9, 2015/06/29) */
June 29, 2015
Revdex.com
Attention: [redacted] Dispute Resolutions
XXX XXth Street, Suite [redacted] CA XXXXX-XXXX
Via Electronic Response: www.oakland.Revdex.com.org
Case Number: XXXXXXXX
Complainant Name: [redacted]
Named Insured: [redacted]
Policy Number: PAMNXXXXXXX
Insurance Company: Esurance Property and Casualty Insurance Company

Dear Ms. [redacted]

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 [redacted] regarding the above referenced personal automobile insurance policy.
In her complaint Ms. [redacted] states that she changed the date of her monthly payments to the 15th of each month and that Esurance attempted to debit her account prior to the 15th and this resulted in an overdraft fee of $35.00. Ms. [redacted] is requesting that Esurance reimburse her the $35.00 that she was charged by her financial institution.
On April 17, 2015, Ms. [redacted] updated her Esurance policy and scheduled all future payments to be withdrawn on the 15th of each month. This change was made after the renewal offer had already been generated on April 04, 2015 with a payment due date of May 11, 2015.
Requesting a new payment due date does not impact any payment that has already been scheduled to be withdrawn
Esurance debited the renewal premium from Ms. [redacted]'s account on May 11, 2015, as previously indicated on the renewal offer that went out on April 04, 2015.
Esurance is unable to reimburse Ms. [redacted] for the $35.00 fee she was charged by her financial institution
Thank you for allowing Esurance the opportunity to respond to the concerns. If you have any questions or require additional information, please direct all future correspondence to Scott Morgan, Compliance Analyst, at; P.O. Box 2890, Rocklin, CA, XXXXX.
Sincerely,
[redacted]
Compliance Analyst
Esurance Insurance Services, Inc.
On Behalf of Esurance Property and Casualty Insurance Company
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
by this logic there would not be the ability to change the date at all because every date is a future payment which will come after the the renewal offer -but - since e-surance gave me a 35.00 discount i'm willing to let this go - I only wanted the bounce fee back.