First Canadian Insurance Corporation

I am unable to locate this customer name in our system.  In order to look into this matter, we will need a certificate number or the full name of the certificate holder.
Thank you.

Initial Business Response /* (1000, 8, 2016/03/08) */
According to the insurance policy terms and conditions, the request for a rebate must be made within 60 days of the expiration of the policy. In this case, the customer's request for a rebate was made more than two years after his insurance...

policy expired. It does not seem reasonable to expect the company to fulfil the request more than two years past the contractual limitation period.
Complaints Ombudsman
Initial Consumer Rebuttal /* (3000, 10, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You made no attempt to notify me of the rebate.[redacted]

Initial Business Response /* (1000, 5, 2016/06/01) */
Creditor disability insurance covers loan payments when the policyholder is off work due to a covered disability. In order to pay benefits when a claim is submitted, the insurance company requires medical and employment information. Benefits...

are paid directly to the lending financial institution and not to the customer.
In this case, benefits were fully paid to [redacted] for the entire period this customer was off work. The 4 week (not 5 months) delay in processing the payments was caused by delays in receiving the necessary medical information from her various health care providers, BC Work Safe and BC government health records.
The customer's request to cancel her insurance has been received and is being processed. Any refund due from the cancellation will be remitted directly to [redacted].
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
[redacted]
5:18 PM (19 hours ago)
to Better
It seems like they have finally taken care of my complaint thank you

Complaint: [redacted]
I am rejecting this response because: 1) Once again the dealership said: "You will receive a package from the Insurance Company later". This never happened2) That letter mentioned by First Canadian Insurance by September 2010, never came to me3) I should have contacted them, maybe, but Why They did not contact me by phone call or letter to remind about the expiration of my contract4) If I did not receive any documents from them how They were able to grab all my money by their own , his is a clear proof of not good faith from them.5) I contacted the dealership 3 weeks ago, because I needed a service, They told me that I should use the extended warranty service because my van has just 85.000 km and They gave me all detailed information of this Insurance Company. Once I contacted them, the Lady on the phone told me my policy expired in August 2015. When I asked her these questions, She replied: We do not have to contact you for a refund, this is a clear proof of a broken dual good faith relationship.6) If I did not receive any document who is responsible: Even the Dealership, but who took all my money, of course the Insurance Company.7) Whatever legal matter in Canada expires after 2 years, Why They insist I contacted them just 3 weeks ago?8) I insist if I never used this protection agreement I have the right for my refund.
Sincerely,
[redacted]

The history of this matter is as follows: 
This customer purchased a rust protection product that
guarantees repair only in the event of rust that perforates the metal;
the particular guarantee this customer purchased does not cover surface
rust. 
 In August 2016, the customer...

obtained a body shop quote for rust
repairs.  The claim for these repairs was submitted to us in December 2016. 
At that time, based on photographs of the rust spots together with the
information contained in the repair estimate, it was determined that the rust
was surface rust only and therefore not covered under the contract.  The
customer was advised of this and also that, it was her option to have the
repair shop sand the rust spots to expose the metal; if that revealed the metal was perforated, it would be covered.  To our knowledge, this was not done. 
 The customer formally disputed the denial of the claim
and, in April 2017, the matter was investigated by the company’s complaints
ombudsman, who determined that, based on the evidence available, the denial was
appropriate.
 Now, many months later, the customer reports a new,
higher estimate to repair rust damage.  We have not seen this new estimate
so have no knowledge of what it covers.  In fact, we have not had any
contact with this customer since April 2017. 
 The customer is stating that the new rust repair estimate
is for the same body part(s) as the August 2016 estimate.  This will not
be covered even if perforation is now present.  It is not reasonable to
expect a ‘perforation only ’ guarantee to respond when surface rust is simply
left to get worse  for nearly a year until actual perforation occurs. 
We also note the area on the vehicle where rust is occurring was
previously damaged in a collision.  The customer should be aware that is the rust protection product was not
applied to that area when the body repairs were done, the guarantee does not
apply.

Complaint: [redacted]
I am rejecting this response because: As a consumer I also find it unreasonable that we have to bear the cost of the repair where there is an Insurance to cover it.The fact that we are not expert in these field service we are in the position that we have no choice.The insurance won't cover it and the dealer can't repair it as they will not be paid.[redacted]Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/11/13) */
In the circumstances, Millennium Insurance Corporation (FCPP) will cancel the insurance policy and allow a premium refund. A letter confirming this has been sent directly to Mr. [redacted].
Initial Consumer Rebuttal /* (2000, 11, 2015/11/17)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from [redacted] of [redacted] of $1,881.60, which is being sent in the mail, but as you state, if this is not followed through with, I have the right to reopen this complaint

The Experience Based Refund (EBR) feature under these types of contract is a coverage option available at the time of purchase.
According to our records, this customer did not purchase the EBR option and is therefore not eligible for a refund.
Attached is a copy of the contract, which the...

customer signed, showing that the EBR coverage was not selected. [redacted]

The customer should have received the copy of his insurance agreement from the dealership when it was signed. If the dealership did not provide a copy of the signed contract to the customer at the time of purchase, the customer had the opportunity to inform us when we sent him a letter dated September 10, 2010 which included details of his agreement, and information on how to contact us if he had further questions or concerns. Because the customer did not contact us and inform us that he did not receive a copy of the agreement he signed, we respectfully maintain our position that we take reasonable steps to ensure that our customers are made aware of the terms and conditions of their insurance contracts, and that he is not eligible for a refund.

[redacted]Document Attached[redacted]
copy of email between the manager of [redacted] and myself re FCPP in July 2011:
"
RE: deposit
[redacted]
To: '[redacted]'
**@[redacted]
Hello [redacted],

The policy is written on the back of the warranty certificate, and also in the brochure. I will include a copy with your cheque and put it in the envelope at reception. This program is backed by the warranty program and not [redacted]. You won't have any trouble claiming the refund from First Canadian. If you need anything else, never hesitate to ask me. [redacted]
Thanks [redacted].

[redacted]

From: [redacted] mailto:[redacted]
Sent: July 26, 2011 12:32 PM
To: [redacted]
Subject: Re: deposit

Mailing it will be fine thanks!! I really appreciate you looking into this for me.

One other thing: when I bought the [redacted], [redacted] said that if I bought the 2 to 5 year extended warranty that I would get my money back in year five if I didn't use it. However, I would have to ask for the money back at that time. But I do not have anything other than his word that I am able to get the 1867.00 (if I remember the amount correctly). A lot of things can happen in five years - like new staff etc. Can you please give me something in writing so I can be assured of collecting back the money if I in fact I don't use the warranty.

Thanks again,
[redacted]
[redacted]

[redacted] [redacted]
[redacted]
[redacted]
[redacted]I do not agree with the response given by First Canadian Insurance Corporation on Aug 30, 2017.In December 2016 First Canadian wanted me to sand the rust on the right bed panel at my expense. I was advised by Ian [redacted] not to do that. It is not up to me to prove me claim as it is already stated on the claim form dated Aug 26, 2016 that the rust is coming from inside out. If First Canadian wants me to sand it down then they should cover all the costsTo the contrary, the new higher repair estimate is not for the same body parts as the previous repair estimate dated Aug 26 2016. [redacted] covered the hood rust repair therefore it strictly involves the replacement of the right bed panel. If First Canadian would have repaired my truck back then, nI would not have needed a new right bed panel now. As far as stating it had not had rust perforation back in august 2016, First Canadian has made a false statement. Bodyshop personnel who are a third party did the inspection.My vehicle was not previously damaged in a collision where the rust is occurring. First Canadian has made another false statement to try and evade from paying my rust claim. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]