Free Air Fine Art

Thank you for allowing me to respond to Ms. [redacted]'s complaint. Ms. [redacted] feels she was provided poorservice and is requesting Grange to pay her full rental bill.Regarding the rental bill, the Grange adjuster advised Ms. [redacted] on 9/29/15 that Grange would pay for therental through 10/2/15. Ms....

[redacted] did not feel this was enough time and suggested that she might get herinsurance company involved since she felt they would pay for 30 days. Grange has issued payment for the12 days of rental that we authorized. Ms. [redacted] decided to keep the rental vehicle past the authorized dateso she will be responsible for those charges. She may be able to get her insurance company to pay for thoseadditional days if she does not want to pay out of pocket for the remaining balance.Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-#### ext.[redacted]Sincerely,Mike R[redacted]

To Whom It May Concern:
Thank you for the communication dated February 20, 2016 addressing
the complaint of the third party, [redacted].
As stated in Mr. [redacted]’s complaint, his claim was handled
by his insurance carrier and submitted to us for reimbursement.  The...

documentation from his carrier was
received on July 13, 2015 and paid in full on July 15, 2015.  At that time, nothing regarding rental was
submitted to us.
On January 20, 2016 we received a fax from Mr. [redacted] and
we issued payment to him that day in the amount of $220.08.  This reflected the total bill less the
additional collision damage waiver coverage ($119.92) he elected thru [redacted] Rent A Car.  This was the first time the
invoice was submitted to us for review. 
The original check was sent to the wrong address by mistake and reissued
to the correct address on February 16, 2016.
Since the additional coverage is not mandatory, it was an
elected coverage by Mr. [redacted]l, and his own auto insurance likely transferred
to his rental car, it is not a coverage Grange Insurance would pay. 
Attached are a copy of the rental bill and both checks.  If anything additional is needed or you would
like to speak to me directly, please contact me at ###-###-#### or by
email at [redacted]@grangeinsurance.com. 
Sincerely,
Shane W[redacted]
Regional Claims Manager

Grange Insurance provides liability coverage for one of the vehicles involved in this 5-car accident. When we first spoke with the claimant on November 14th, we let her know that investigating the chain of events in a 5-car collision takes quite a bit of time. We recommended that she ask her own...

insurance company handle her claim initially to avoid incurring additional storage charges from the wrecker service that was storing her vehicle. We explained that once we are able to speak to all of the drivers involved and confirm how the accident happened we could then pay her insurance company back if our insured was completely at fault. We followed up with a letter on 11/14/16 stating that if her vehicle was accumulating storage charges we may not be responsible for them.
Once we received the updated police report on 12/20/17 containing the names of the other 3 drivers we immediately started trying to contact them. We were able to reach the last driver on 1/10/17. We updated the claimant on 11/26, 12/5, and 12/20 regarding the status of the investigation.
We called the customer on 1/12/17 to let her know that we were finally able to reach all of the drivers and were accepting liability for the accident. She explained that she never involved her own insurance company and had left her vehicle at the wrecker service still incurring daily storage charges. We explained that since she did not take steps to avoid the unnecessary charges, she would unfortunately be responsible for them. We tried to get the wrecker service to lower the storage bill but they refused. We followed back up with her on 1/17/17 to review the value of her vehicle and the storage bill deduction, which she understood and accepted.
When we called to follow-up on the paperwork on 1/31/17, she let us know that she no longer agreed that she was responsible for the extra storage charges. We explained that we could not pay for the storage she incurred since it was something she could have avoided and that we let her know months ago. We attempted to follow-back up with her the following week and again on 2/9/17 and got her voicemail. She has not responded since the conversation on 1/31/17.

Thank you for allowing Grange Property & Casualty Insurance Company the opportunity to respond to [redacted]'s inquiry. Grange Property & Casualty Insurance Company provides a Homeowners policy for [redacted]. Mr. [redacted] presented a claim for damage to the furnace on 2/8/2018.Please see...

below.Timeline of claims handling:Date Event02/08/2018 Date of Loss02/08/2018 Loss Reported to Grange02/08/2018 First Contact made with Complainant. He stated he woke up with no heatin home. He called [redacted]r who advised the system would requirereplacement. The claim was referred to [redacted] Steam Boiler forequipment breakdown review.02/09/2018 to 02/15/2018 [redacted]r confirmed electrical damage to several components whoserepair totaled $1,720.00. The insured chose to replace the furnace andair conditioning unit, in addition to some ductwork, with a replacementcost of $12,507.0002/15/2018 No damage was observed to the air conditioning unit. Settlement wasrecommend based on the cost of the damaged items less the policydeductible of $500.00.02/22/2018 Additional damage was identified to the heat exchanger, the repairproposal totaled $1800.0002/22/2018 [redacted] determined when considering the initial repair evaluation of$1720, this additional damage exceeded the replacement cost of thefurnace. Settlement was revised to represent replacement of the furnacein the amount of $2,250.00, and a check for $530 was issued.02/22/2018 The replacement cost of a LKQ furnace was determined to be $1,800.00.The policy provides up to 125% for efficiency improvements, making thereplacement cost allowance $2,250.00We attempted a three way call with the [redacted] Steam Boiler adjuster and Mr. [redacted] to discuss the valuation;however, Mr. [redacted] indicated he had already discussed the issue with [redacted] and did not see any resolution.We have issued all payment due under the policy at this time. Payment authorizations are attached for yourreview.Please feel free to call me with any questions at the number listed below.Sincerely,Tracy L. G[redacted], CPCU, AIC, CLCSCommercial Claims Property ManagerGrange InsurancePhone: (800) 422-0550 ext. 2906

Thank you for allowing Grange Property & Casualty the opportunity to respond to Mr.[redacted]'s inquiry.This claim was assigned to our claim representative, Mike P[redacted] on March 7, 2016. Mr.P[redacted] contacted [redacted] on March 7, 2016. A toilet flap at the [redacted]'s home didnot close properly and...

it ran for four days while the [redacted]'s were away from theirhome. Mr. P[redacted] set up an inspection for March 8, 2016. Mr. [redacted] had hired acontractor; [redacted] and they were on the scene at that time workingto clean up the water and mitigate damages.The inspection was completed on March 8, 2016 with Mr. [redacted] and a representativefrom [redacted]. A scope of the damages was discussed at that point but access toall areas of possible damage was not yet possible. Coverage was discussed with Mr.[redacted] at that time.The next day Mr. P[redacted] received a call from the [redacted] General Manager whoadvised him the [redacted]'s had told them to remove their equipment due to adisagreement regarding the tear out of the ceiling drywall. Mr. P[redacted]' left a messageon Mr. [redacted]'s phone to speak with him concerning the changes with the contractorand the claim status.On March 10, 2016 Mr. [redacted] advised Mr. P[redacted] he called [redacted] to pickup the work where [redacted] left off.Mr. P[redacted] called Mr. [redacted] on March 16, 2016 and they set up a reinspection time forthe next morning. The reinspection took place and additional tear out of drywall hadbeen completed by [redacted] beyond what [redacted] had discussed withMr. P[redacted]. Mr. P[redacted] revised his estimate on site to account for the additional tearout of drywall and gave a copy to Mr. [redacted]. Mr. [redacted] had given his contractor Mr.P[redacted]'s contact information but he had not heard from them at that point. Paymentbased on Mr. P[redacted]'s estimate was issued that day, March 17, 2016. On March 28, 2016 Mr. P[redacted] reviewed the file and still had not received anythingfrom [redacted] on the water mitigation. Mr. P[redacted] checked online to see if hecould get any information on them, but he was unable to locate any information orcontact information for [redacted].Mr. P[redacted] received an email from Mr. [redacted] along with an estimate from [redacted] on April 1, 2016. The estimate provided had no square footage or line itemdetails. Mr. P[redacted] told Mr. [redacted] to give our estimate to his contractor and have themcall him.On April 8, 2016, [redacted] advised Mr. P[redacted] that the carpeting the [redacted]'spicked out was more expensive than what we had on our estimate. He also indicatedthe hardwood floor in the pantry could not be saved and would need to be replaced andrefinished. Mr. P[redacted] advised he needed an original carpet sample to have thecarpeting they had analyzed for pricing and that our pricing on the drywall and paintingis what we pay on those items based on industry standards and Xactimate pricing. Mr.[redacted] indicated he wanted this resolved and his claim paid.On April 12, 2016 Mr. P[redacted] spoke with [redacted] from [redacted] and workedthrough some discrepancies on the water mitigation, which she was going to discusswith her manager. On April 19, 2016 [redacted] agreed to the water mitigationamount and payment was issued.The ITEL labs were received April 19,2016 on the carpet and a revision was made basedon the actual carpeting the [redacted]'s had at the time of the loss. Our estimate was revisedand payment was issued on April 19 for the water mitigation and additional payment onthe carpeting portion.At this point, we have revised our estimate and feel the estimate is a fair and reasonableestimate of what is needed to repair the [redacted]'s home. We use Xactimate estimatingsoftware, which is used by both contractors and insurance companies and is utilized bythe majority of the market in estimating residential property damage. Grange usesXactimate pricing as well and does not modify the pricing. This pricing is used to settlethe several thousand property claims we handle each year. We have offered to providea list of area contractors that work from the same estimating system to assist theinsured. [redacted], who was the contractor initially chosen by the [redacted]'s, waswilling to work with our pricing.We have an obligation to our policyholders to pay a reasonable price for covereddamages to be properly repaired. If property owners choose a contractor that chargesmore, they are entitled to do so with the property owner picking up the difference inpricing. At this point, we believe we have fulfilled our obligations on this claim.Sincerely,Dan M[redacted]Phone: 800-837-0513 ext. 253Fax: 800-837-0483Email: [email protected]: Ohio lnsurance & Financial Group

This letter is in reference to a complaint filed by [redacted] regarding injuries hesustained along with property damages to his 2013 Suzuki motorcycle as a result of anauto accident that occurred on May 19, 2015.This claim was reported to Grange Insurance on May 20, 2015. Grange...

establishedcontact with [redacted] the same day and confirmed the facts of loss. A request wassent to inspect his 2013 Suzuki motorcycle and a personal injury claim was opened.Grange also made contact with their insured driver [redacted] to confirm the facts ofloss and an inspection of his 2006 Ford F-150 was also requested.Grange received the vehicle inspections back on May 27, 2015 and was able to concludetheir liability decision. Grange insurance accepted 70% liability and placed 30%comparative negligence on [redacted] based on the statements both parties provided andthe inspections completed on the vehicles. Grange made contact with [redacted] onJune 5, 2015 and informed him of the liability decision.[redacted] accepted 70% of the estimate that was completed on his 2013 Suzukimotorcycle and a check was issued to him in the amount of $4250.47. On June 10, 2015[redacted] settled his injury claim with Grange and his medical bills in the amount of$942 was paid in addition to a pain and suffering settlement of $1000. Grange considersthis claim settled and closed at this time.Please contact me @ ###-###-#### with any questions.Sincerely,[redacted]Fax: ###-###-####[redacted]

the statement about the body shop was true. How ever I would like to state my need for a full size suv in my line of work was blatantly ignored and refused until my body shop assisted me.  Further more, let it be known here and everywhere else I can possibly spread the word, Grange Insurance refused to accept my request for a vehicle needed for my employment duties.  More precisely, my job of supporting 7 buildings and hundreds of clients with disabilities in Montgomery county Ohio with IT services. That is correct, I was transporting equipment the day your insured rear ended me.  Yes, I work for Montgomery Couty Board of Developmental Services. Shame on Grange Insurance and all involved in this case.  Can’t wait to get to social media.

Thank you for allowing Trustgard Insurance Company the opportunity to respond to [redacted]'s inquiry.Trustgard Insurance Company provides a Personal Auto policy for [redacted] feels therehas been a delay in the handling of this claim. Please see the timeline below.Timeline of...

claims handling:Date Event10/25/2017 Date of Loss10/26/2017 Loss Reported to Grange10/27/2017 First Contact made with Complainant. After multiple attempts on October 26thand 27th Grange Insurance was able to make contact with Ms. [redacted]. TheGrange Claim Representative explained to Ms. [redacted] that we were still in theprocess of making contact with our insured and coverage has not beenconfirmed. Arrangements were made to send a staff appraiser to inspect hervehicle while the investigation continued.10/27/2017 Contact was made with [redacted]. Ms. [redacted] explained to Grange that shedid not have a drivers license on the date of loss. Grange explained that thepolicy was just written on October 25th and a coverage investigation is inprocess.10/30/2017 Grange Representative explained to Ms. [redacted] that we are still investigatingthe claim for coverage. Grange also explained that an appraiser was assignedto inspect her vehicle and he will be in contact soon.10/30/2017 Police Report was obtained by Grange and facts of loss and date of loss wasconfirmed.10/30/2017 Grange made contact with Ms. [redacted] and requested a copy of her bankstatement to confirm that funds were available for premium payment. This wasneeded due to the auto policy beginning one day before date of loss10/31/2017 Ms. [redacted] sent documentation showing when she became the owner of thevehicle involved in the loss however she did not provide the bank statementdocumentation we requested. The Grange Claims Representative called Ms.[redacted] and explained again what was needed. She advised she would contacther bank and have this sent over to us.10/31/2017 Grange Staff Appraiser inspected Ms. [redacted] vehicle and confirmed it is a totalloss.11/01/2017 Grange Claims Representative spoke with Ms. [redacted]. Ms. [redacted] explained thather bank cannot fax or email. She advised that they will be mailing her astatement. Grange called Ms. [redacted] to inform her of the total loss howevercoverage investigation is still not complete. We obtained lien information anddid ask additional follow up vehicles regarding her vehicle. We wanted to do ourbest to move the claim forward while we continued to investigate coverage.11/03/2017 Grange Claim Representative discussed with Ms. [redacted] that coverage ispending. We explained policy was one day old when loss occurred andadditional information was needed from Ms. [redacted] before we could move theclaim forward.11/03/2017 Grange Claim Representative called Ms. [redacted] to follow up with the bankstatement that is needed.11/06/2017 Grange Insurance was able to confirm through our billing department that theinitial premium payment was received and cleared Ms. [redacted]s account. GrangeClaims Representative contacted Ms. [redacted] and explained that the coverageinvestigation is complete and we started the process of handling her claim.Based on our investigation, we have concluded that liability coverage has been confirmed. Our position remainsunchanged and has been communicated with all parties.Please feel free to call me with any questions at the number listed below.Sincerely,Jon M[redacted]AVP, Division Claims ManagerTrustgard Insurance Company###-###-####[redacted]@Grangeinsurance.comCC: Ken K[redacted] - Vice President Claims

Please see attached letter.  Thanks for the opportunity to respond.February 21st, 2018Ohio Department of InsuranceDear Mr. [redacted],We received proof of insurance with another carrier from Mrs. [redacted] and will adjust her cancellationdate to 2/25/2017. She should no longer have earned premium due and the collections agency will benotified.If you have further questions, please contact me,Sincerely, Jim G[redacted]Sales Oprrations Munager

Dear [redacted],Thank you for the opportunity to respond to this complaint filed by [redacted].  Please see attached response.Sincerely,[redacted]
[redacted]

the information provided by Mr. R[redacted] is not factual.  On 9/29, Susan C[redacted] advised verbally that I would have 3 days to return the rental car once I received an official offer.  I did not receive an official offer until 10/8 despite following up with her several times (she apparently was out on vacation with no back-up).   I NEVER mentioned anything about having my insurance company be involved.  I did mention that 3 days was not enough time to locate and buy a vehicle and that my insurance typically covers rental vehicles for 30 days.  I want to note here again that Ms. C[redacted] called me and I accepted her call while driving, and advised her of this fact.  I very specifically asked for all details of this conversation to be sent via e-mail.  There was never any mention of returning the rental vehicle in this communication; I assumed that this was because there was also not an offer sent at this time. In a later conversation with Mr. R[redacted], where we never discussed the rental car. Mr R[redacted] suggested that I involve my insurance company since Grange's overall offer was very low.  This seems to be Mr. R[redacted]'s approach.  Instead of handling this claim in a professional manner, he just recommends that my insurance pay for things even though his Company's insured was 100% liable for this accident.I would also like to see Grange's policy that Rental car coverage ends 3 days following an offer for a Total Loss as well.  Overall, even with a check in hand, it doesn't seem reasonable to expect someone to find and purchase a replacement vehicle in 72 hours.
Sincerely, [redacted]

I have police reporter saying that the accident was not my fault.I have the pictures.I have the receipts of bills.I paid to fix, part of my trailerI want to receive day, I could not work because of damage in my trailer.I need as fast as possible finish repairing trailer.During the period you are in the workshop, to finish the repair, I have to rent a trailer, so I can work.The Grange indemnity insurance company did not pay me anything.They not offered me any support.So excuses to not payAlready sent the evidence twice.I called to accept responsibility three times.The representative of Grange indemnity insurance company says it will not pay.Reasons:The driver who was driving the van provided by He said it was not her guilt.The representative of Grange indemnity insurance company said the police report, NOT HAS NO VALUE FOR THEM.I had to have a witness.As I had not.The representative of Grange indemnity insurance company told me that would not pay anything.That's her word against mine.Worse, Grange indemnity insurance company wants me or my insurance company pay the car that was being driven by the woman who caused the accident.I have the letter Grange indemnity insurance company sent me charging me.That's her word against mine.Worse, Grange indemnity insurance company wants me or my insurance company pay the car that was being driven by the woman who caused the accident.I have the letter Grange indemnity insurance company sent to charging me.

[redacted]Thank you for the communication dated May 24, 2016 addressing the complaint of [redacted].
We resolved Ms. [redacted]’s claim as she desired: we paid for the damages to her vehicle and the vehicle was not considered a total loss. Unfortunately, there were delays related to her body shop of...

choice raising concern over potential damage that would total her vehicle and due to the independent appraiser overlooking options needed in considering the value of her vehicle. Both issues were resolved and we apologize for the delays, but accurate information was needed to ensure the correct decision was being made in determining the handling of Ms. [redacted]’s claim.
If anything additional is needed or you would like to speak to me directly, please contact me at ###-###-#### or by email at [redacted].
Sincerely,
Jon M[redacted] –

Mr. C[redacted] did not address why my rate was increased over 200.00 nor why my new agents faxes went unaccepted. My Grange insurance should have ended at midnight on 3/3/17, just to be clear. According to Mr. C[redacted] reply the adjuster had a concern about the age of the roof and tree limbs so why not mention this to the owner. These concerns could have been rectified instantly, but instead he informed the underwriter who informed the agent who decided not to inform the owner because he thought it was too cold. In reality the person who could solve the problem, the owner, was not informed of a concern until Grange decided to non-renew their insurance. The break down in communication came through Granges own employees. Regards,[redacted]