Freedom National Insurance Services Inc

A driver exclusion request for Sokund Sao was mailed to the address on file on 5/2/When the exclusion wasn’t received, a cancellation notice was mailed out on 5/25/stating the policy would cancel on 6/6/On 6/7/16, Freedom received a call from James inquiring about the status of the
policyOur customer service representative advised that the policy cancelled, but we could still accept the exclusion to reinstate the policyWe can waive the reinstatement fee one time as a courtesy to you if we receive the driver exclusion by 6/10/ The policy is also in a cancelled status for non-payment of an installment that was due on 5/21/for $This installment had a cancellation date of 6/6/as well and payment can be received until 6/10/to reinstateBoth the driver exclusion and payment must be received to reinstate the policy We will contact the customer directly to expedite the receipt of the offer and information

After careful review of your claims file, we have found that the basis for denial is valid and all forms and documents were completed correctly and timely. The decision to deny collision coverage due to restrictions on his personal auto policy will remain as an unlisted driver was driving the
policy vehicle. A formal denial letter was mailed to on 05/outlining the policy. *** ***, Claims Supervisor, has personally reached out and spoken to the named insured *** and answered all questioned that he had. The conversation ended with no further questions and an explanation for all steps and procures regarding his claim and the decision about coverage

After careful review of your claims file, we have found that the basis for denial is valid and all forms and documents were completed correctly and timely. The decision to deny collision coverage due to restrictions on his personal auto policy will
remain as an unlisted driver was driving the policy vehicle. A formal denial letter was mailed to on 05/outlining the policy. *** ***, Claims Supervisor, has personally reached out and spoken to the named insured *** and answered all questioned that he had. The conversation ended with no further questions and an explanation for all steps and procures regarding his claim and the decision about coverage

08/03/
"">Revdex.com ID Number: [redacted] Our Insured : [redacted] Our Claim Number : [redacted] Our Policy Number : [redacted] Date of Loss : 06/13/ Complainant : [redacted] To Whom It May Concern: We are in receipt of complaint submitted to the Revdex.com on 08/02/ This loss was reported to us on 06/13/by our insuredThe file was assigned to an adjuster and reviewedOur adjuster mailed the claimant a letter explaining the process on 06/20/The claimant's husband, [redacted], spoke to our adjuster on 06/21/The adjuster advised that we had accepted fault for the loss and we would be assigning an appraiser to assess the damage to the claimant's vehicleThe adjuster also gave the claimant's husband the number to call to schedule an appointment with the appraiser The claim was assigned to an appraiser on 06/21/The next day, the appraiser called the claimant to setup an appointment, but had to leave a messageThe following day, on 06/23/16, the appraiser made contact with the claimant and scheduled the appraisal for 06/27/Freedom received the completed estimate on 07/01/and drafted payment that day On 07/13/16, the claimant's repair facility, [redacted], called and left a message for our adjusterOur adjuster emailed them a copy of the estimate and outlined the supplement process on 07/15/On 07/18/16, [redacted] sent our appraiser a supplement requestThe supplement was reviewed and due to the updated cost of repair, the vehicle was deemed a total loss on 07/22/A letter explaining the total loss process was mailed to the claimant on 07/29/16; the adjuster also spoke to Mr[redacted] that day and explained that due to the amount of the supplement, the vehicle was now a total loss We have advised Mr[redacted] that he needs to release the vehicle to us, as it continues to accrue storage fees at the repair facilityOn 08/01/16, he emailed the adjuster and advised that he would not release the vehicle until a total loss offer is madeThis presents a slight problem, since we need to consider all storage fees to make a proper offer Regarding to the claims handling, Freedom National was in compliance with [redacted] law and there was no undue delayPayment for the vehicle was made within days of the loss being reportedThe repair facility did not submit the supplement until days after the payment was drafted, and the appraiser needed time to review itFreedom has only known that the vehicle was a total loss for business days, during which time, as explained above, we have been waiting for Mr[redacted] to release the vehicle to usWe understand Mr[redacted]' frustration, but unfortunately it is not always possible to see all the damage from an accident during the initial appraisal, as was the case with this vehicleIt was doubly unfortunate that the supplement caused the vehicle to be deemed a total loss, which must go through a specific process to properly evaluate the value of the vehicle and all costs incurred As Mr[redacted] refuses to release the vehicle until an offer is made, I have instructed the adjuster to present Mr[redacted] with a tentative offer based on the storage fees currently knownFreedom is as eager as Mr[redacted] is to resolve this claim Should you have any additional questions regarding this matter, please contact usSincerely, [redacted] Director of Operations [redacted] Ext [redacted]

08/03/16     Revdex.com ID Number: [redacted]               Our Insured                ...

:           [redacted]             Our Claim Number      :           [redacted]             Our Policy Number      :           [redacted]             Date of Loss                :           06/13/16             Complainant                :           [redacted]                            To Whom It May Concern:   We are in receipt of complaint submitted to the Revdex.com on 08/02/16.   This loss was reported to us on 06/13/16 by our insured. The file was assigned to an adjuster and reviewed. Our adjuster mailed the claimant a letter explaining the process on 06/20/16. The claimant’s husband, [redacted], spoke to our adjuster on 06/21/16. The adjuster advised that we had accepted fault for the loss and we would be assigning an appraiser to assess the damage to the claimant’s vehicle. The adjuster also gave the claimant’s husband the number to call to schedule an appointment with the appraiser.   The claim was assigned to an appraiser on 06/21/16. The next day, the appraiser called the claimant to setup an appointment, but had to leave a message. The following day, on 06/23/16, the appraiser made contact with the claimant and scheduled the appraisal for 06/27/16. Freedom received the completed estimate on 07/01/16 and drafted payment that day.   On 07/13/16, the claimant’s repair facility, [redacted], called and left a message for our adjuster. Our adjuster emailed them a copy of the estimate and outlined the supplement process on 07/15/16. On 07/18/16, [redacted] sent our appraiser a supplement request. The supplement was reviewed and due to the updated cost of repair, the vehicle was deemed a total loss on 07/22/16. A letter explaining the total loss process was mailed to the claimant on 07/29/16; the adjuster also spoke to Mr. [redacted] that day and explained that due to the amount of the supplement, the vehicle was now a total loss.   We have advised Mr. [redacted] that he needs to release the vehicle to us, as it continues to accrue storage fees at the repair facility. On 08/01/16, he emailed the adjuster and advised that he would not release the vehicle until a total loss offer is made. This presents a slight problem, since we need to consider all storage fees to make a proper offer.   Regarding to the claims handling, Freedom National was in compliance with [redacted] law and there was no undue delay. Payment for the vehicle was made within 30 days of the loss being reported. The repair facility did not submit the supplement until 18 days after the payment was drafted, and the appraiser needed time to review it. Freedom has only known that the vehicle was a total loss for 8 business days, during which time, as explained above, we have been waiting for Mr. [redacted] to release the vehicle to us. We understand Mr. [redacted]’ frustration, but unfortunately it is not always possible to see all the damage from an accident during the initial appraisal, as was the case with this vehicle. It was doubly unfortunate that the supplement caused the vehicle to be deemed a total loss, which must go through a specific process to properly evaluate the value of the vehicle and all costs incurred.   As Mr. [redacted] refuses to release the vehicle until an offer is made, I have instructed the adjuster to present Mr. [redacted] with a tentative offer based on the storage fees currently known. Freedom is as eager as Mr. [redacted] is to resolve this claim.   Should you have any additional questions regarding this matter, please contact us. Sincerely, [redacted] Director of Operations [redacted] Ext [redacted]

Complaint ID: [redacted]After reviewing the claim file, we have concluded that the claimant was afforded reasonable rental reimbursement. Our timeline of the claims handling process supports that the shop caused delays that resulted in the prolonged time vehicle was in the shop. Claimant took her...

vehicle in for repairs mid-June and we issued a check for those initial repairs on 6/12/15; however, the issue below appears to be with the supplement. On 7/16/14 our independent appraisal company was still waiting on the shop to see if additional vehicle damages were found and on 7/30/15 a supplement was created and uploaded and payment was issued on 8/21/14.

Complaint ID: [redacted]
34); font-family: arial, sans-serif; font-size: 12.8px;">After reviewing the claim file, we have concluded that the claimant was afforded reasonable rental reimbursement. Our timeline of the claims handling process supports that the shop caused delays that resulted in the prolonged time vehicle was in the shop. Claimant took her vehicle in for repairs mid-June and we issued a check for those initial repairs on 6/12/15; however, the issue below appears to be with the supplement. On 7/16/14 our independent appraisal company was still waiting on the shop to see if additional vehicle damages were found and on 7/30/15 a supplement was created and uploaded and payment was issued on 8/21/14.

A driver exclusion request for Sokund Sao was mailed to the address on file on 5/2/16. When the exclusion wasn’t received, a cancellation notice was mailed out on 5/25/16 stating the policy would cancel on 6/6/16....

On 6/7/16, Freedom received a call from James inquiring about the status of the policy. Our customer service representative advised that the policy cancelled, but we could still accept the exclusion to reinstate the policy. We can waive the reinstatement fee one time as a courtesy to you if we receive the driver exclusion by 6/10/16.   The policy is also in a cancelled status for non-payment of an installment that was due on 5/21/16 for $59.51. This installment had a cancellation date of 6/6/16 as well and payment can be received until 6/10/16 to reinstate. Both the driver exclusion and payment must be received to reinstate the policy.   We will contact the customer directly to expedite the receipt of the offer and information.

Revdex.com:
I have reviewed the response made by the Revdex.com in reference to complaint ID [redacted], and find that forwarding them a copy of my complaint to them would be satisfactory to me.  I will wait for the business to perform the actions I have requested and, if it does, will consider this complaint resolved.
Regards,
[redacted]

My Policy number is or was [redacted]  and my claim number was [redacted].  I worked with [redacted] as claim rep and [redacted] as total loss rep.  Thank you

08/15/17Revdex.com ID Number: [redacted]Our Insured : Sam [redacted]Our Policy Number : [redacted]To Whom It May Concern:We are in receipt of complaint submitted to the Revdex.com on 08/15/2017.On 05/27/17, Mr. [redacted] signed up for an insurance policy with Freedom and selected a 6 month policy term...

from 05/28/17 to 11/28/17. On 08/07/17, the insured called and advised the customer service representative that he wished to cancel his policy. The representative advised him of the cancellation fee and emailed him the cancellation form.Our company charges a $50 cancellation fee for any policy cancelled within the term. The cancellation fee is disclosed on the application along with all other applicable terms and fees. In addition to that, the cancellation fee is stated on the form the insured signed and submitted to cancel this policy.Unfortunately, we are unable to provide a refund of the full amount requested. The insured will receive a refund from which we have deducted premium for days of coverage provided and fees. The total paid has provided coverage from 05/28/17 to 08/07/17, when the insured requested his 6 month policy be terminated early. I do apologize if Mr. [redacted] is dissatisfied with the company’s policy.Should you have any additional questions regarding this matter, please contact us.Sincerely,[redacted]Operations Manager[redacted]
A[redacted]@FreedomNational.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Unfortunately, the longer this fiasco continues the more I realize that nothing ever gets resolved with Freedom National Insurance, unless you are extremely specific on the questions you ask. [redacted] did finally call me back after the Revdex.com had to get involved (it obviously took that kind of effort to get a response). And although she specifies that the conversation ended with every question answered and both parties satisfied, that is not entirely true. I did end the conversation with her without further questions at the time. Because it took me another day of thinking to realize she never actually answered my questions, she just left me with an open ended answer because somehow I was not asking the right questions or specific enough ones. So then I continued to contact her, this time via email, and out conversation has become a little more like an argument. [redacted] (claims supervisor), continues to deny my car coverage based on one sole answer, ""YOU" are not the driver". For anyone that reads this complaint message, will surely ask themselves why that is even an answer. Because simply put, I obviously know that I am the insured driver. But the question being asked is where does it exclude any other driver from use of the vehicle without the "VEHICLE" being covered by the insurance. There are two ways a uninsured driver of a vehicle that is insured will not be covered for the damages. Example #1: When the person in the accident is specifically listed as "not a driver" on the insurance policy, as basically an excluded driver. Example #2: When a person living with the insurance policy holder drives the car, has an accident, and was never listed as a driver on the policy prior to. These are the only 2 ways a permissible use driver is excluded from the vehicle its-self being covered for damages. Any contract that gives up that right to allow permissible use, will therefore be verified as a scam. Publicly, I ask would anyone like to give up their right to allow someone else to use their vehicle in an emergency, and if an accident occurred the car would not be covered by the insurance? Obviously, no. Therefore to even implement that in any insurance policy is a scam against human nature and also civil rights. I have been a model customer, always paid on time and without problems. I never asked for anything except that in the event of an accident the insurance I pay for every month follows through with its purpose and covers the damages. I feel like I am repeating a [redacted] commercial. Perhaps the people over there have figured out that your customers are a little more important then to continually dismiss them every-time they have a question or require an answer to a problem related to the situation.Currently, nothing is resolved. [redacted] continually feeds me information that does not verify the actual claim or reason behind why Freedom National will not cover the damages to my car. Unfortunately, this is binding me into a very dire financial situation. If the company persists to refuse coverage it will force me into bankruptcy. So if anyone ever wonders why USA is plummeting into financial distress and so many are filing bankruptcy and so many debts continually arise. Your answer is right here.
Regards,
[redacted]

My car was totaled by a person with this insurance 2 years ago and they are still fighting with me about my injuries. I have a lawyer, I was not at fault and they are dragging it out as long as they can. Not to mention the whole time I was initially dealing with them they lied about coverage, didn't pay for a rental car and took nearly 6 months to resolve with my car loan. Horrible customer service skills, dishonest and slow.

To be clear, I do not accept Freedom Nationals response to be satisfactory to my complaint. However, after going through all the policy paperwork with a fine tooth comb, I realize now Freedom National will do nothing to help my situation. Although it may all be clear in black and white and through contract agreement, there is no way in hell this would ever be taken as satisfactory. Freedom National Insurance is a Scam. In fact if you don't believe me, I will provided it in clear detail with their own policies and in there own bionic wording. They may have got away with not paying for my accident, because of a minor technicality. But they will suffer shame, remorse, and loss of business. Some would say that this is all business. Oh I understand the cold cruelty of "it's just business". But mark my words I will not tolerate it. You chose to demoralize your company by ruining a life of an individual that did everything by the books, followed every detail of your requests, made ever payment without problems. What do you think the rest of the population will believe when they see such acts of cruelty by their insurance company. Freedom.... This should not be part of your companies name. Because the very first thing your policy declaration states in big bold letters, is Restricted! Your company disgusts me, and so do the people that follow it blindly. You can close this complaint on the facts that "You and Insured" is strictly stated to bypass Utah Law Code: 31A-22-303.In a nutshell, my brother is not considered an insured driver on the policy, and Freedom National Insurance does not cover "permissible user" driver in this specifically stated RESTRICTED policy.Sadly, this could have all been avoided by Freedom National. The formalities of this complaint may be resolved by strict contract. However, my complaints on their etiquette, policy information, ease of use, customer support, claims process, contract definitions, readability to policy and declarations, and overall company satisfaction.... will continue!Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] was set up on direct debit auto- payment, and we attempted to withdraw the monthly installment on 10/17/2016 and 10/19/2016, but his card was declined both times. We have not received any payment from Mr. [redacted] to date, and his policy cancelled on 11/1/2016 for non-payment. Mr. [redacted]...

alleges that he called Freedom’s “agent” on 11/01/16 and gave them his debit account number over the phone. First, by 11/01/16 his policy had already cancelled as we had already attempted to auto-debit the card on file for his policy and it had been declined. Second, Freedom does not have “agents” – we have independent producers. Independent producers are separate business entities. Had Mr. [redacted] called Freedom directly to make a payment over the phone with one of our CS representatives, he would have been referred to our website, as our CS reps do not take credit card or debit card information over the phone, nor do they have access to credit / debit card information that is already on file for our insureds. The only way to make a payment with Freedom National is through our online website, automated IVR system, or by mailing a check or money order. Mr. [redacted] does owe a balance of $60.11 for days that he was covered under this policy which he did not pay for. I can assure Mr. [redacted] that no Freedom representative took his card information to purchase anything, let alone food from “Wing Stop.” It does sound like he may be the victim of identity theft, in which case he should contact his bank immediately. I do sympathize with his situation, and although he has provided us no proof of this identity theft in the form of bank or written statements (this complaint is the first that we have heard of it), I will waive the collection fee.

06/01/2017Revdex.com ID Number: [redacted]Our Insured : [redacted]Our Policy Number : [redacted]To Whom It May Concern:We are in receipt of complaint submitted to the Revdex.com on 05/31/2017.The policy was purchased on 04/22/2017 at 01:22 PM PST; coverage became effective at that time. On...

04/25/2017, we received a call from [redacted], a woman that the insured had previously identified as his girlfriend and provided permission to us to speak with her. She requested for us to increase the liability limits on the policy and was advised that we do not offer higher limit policies. She was advised that the insured can send in a signed cancellation request. On 04/28/2017, we received a message via our website requesting limits of 50,000/100,000/50,000 to which we responded via email directly to the insured on 05/01/2017. We, again, stated that we do not offer those higher limits. Later the same day, we received a signed cancellation request from the insured via fax.The cancellation was processed effective 05/01/2017. The insured was mailed a refund in the amount of $18.30 on 05/26/2017, which was the unused premium after 8 days of coverage and fees. Our company charges a $50 cancellation fee for any policy cancelled within the term. The cancellation fee is disclosed on the application along with all other applicable terms and fees. At this time, we will send a refund of the $50 cancellation fee to the insured, as goodwill, since we were unable to offer the limits that the insured’s lien holder required that prompted this cancellation.We have reached out to the insured directly regarding him never taking possession of the vehicle, as this was new information to us. If the insured submits proper documentation of this, we can review to send a full refund.Should you have any additional questions regarding this matter, please contact us.Sincerely,[redacted]Operations Manager###-###-#### Ext [redacted]@FreedomNational.com

To be clear, I do not accept Freedom Nationals response to be satisfactory to my complaint. However, after going through all the policy paperwork with a fine tooth comb, I realize now Freedom National will do nothing to help my situation. Although it may all be clear in black and white and through contract agreement, there is no way in hell this would ever be taken as satisfactory. 
Freedom National Insurance is a Scam. In fact if you don't believe me, I will provided it in clear detail with their own policies and in there own bionic wording. They may have got away with not paying for my accident, because of a minor technicality. But they will suffer shame, remorse, and loss of business. Some would say that this is all business. Oh I understand the cold cruelty of "it's just business". But mark my words I will not tolerate it. You chose to demoralize your company by ruining a life of an individual that did everything by the books, followed every detail of your requests, made ever payment without problems. What do you think the rest of the population will believe when they see such acts of cruelty by their insurance company. 
Freedom.... This should not be part of your companies name. Because the very first thing your policy declaration states in big bold letters, is Restricted! Your company disgusts me, and so do the people that follow it blindly. 
You can close this complaint on the facts that "You and Insured" is strictly stated to bypass Utah Law Code: 31A-22-303.
In a nutshell, my brother is not considered an insured driver on the policy, and Freedom National Insurance does not cover "permissible user" driver in this specifically stated RESTRICTED policy.
Sadly, this could have all been avoided by Freedom National. The formalities of this complaint may be resolved by strict contract. However, my complaints on their etiquette, policy information, ease of use, customer support, claims process, contract definitions, readability to policy and declarations, and overall company satisfaction.... will continue!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In review of the claim contact was made with our insured on 8-29-17 to extend a total loss offer. Mr. [redacted] advised at that time he was a work and unavailable to talk. A follow up contact attempt was made 9-18-17 at which time the adjuster left a voicemail. Mr. [redacted] called back on 9-19-17 but was...

unable to reach the adjuster. The adjuster called and left a voicemail on 9-20-17. On 9-26-17 the adjuster left another voicemail and confirmed they were mailing Total Loss offer and the Power of Attorney based on the information we had at that time.  On Oct 4 Mr. [redacted] spoke with one of the Total Loss supervisors who provided him with the total loss value. Contact attempts were made with the lien holder on Oct 4 and 5. Mr. [redacted] spoke with the Total Loss dept manager on Oct 5. Additional calls were made to the lien holder on Oct 13 and 16. A voicemail was left from Mr. [redacted] on Oct 16 advising we were pending updated Letter of Guarantee from the lien holder and Mr. [redacted]’s signed power of attorney.   Payment will be issued accordingly upon receipt of the required documentation. Please advise if you require any further information.   [redacted] Southwest Director of Claims [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Unfortunately, the longer this fiasco continues the more I realize that nothing ever gets resolved with Freedom National Insurance, unless you are extremely specific on the questions you ask. [redacted] did finally call me back after the Revdex.com had to get involved (it obviously took that kind of effort to get a response). And although she specifies that the conversation ended with every question answered and both parties satisfied, that is not entirely true. I did end the conversation with her without further questions at the time. Because it took me another day of thinking to realize she never actually answered my questions, she just left me with an open ended answer because somehow I was not asking the right questions or specific enough ones. So then I continued to contact her, this time via email, and out conversation has become a little more like an argument. [redacted] (claims supervisor), continues to deny my car coverage based on one sole answer, ""YOU" are not the driver". For anyone that reads this complaint message, will surely ask themselves why that is even an answer. Because simply put, I obviously know that I am the insured driver. But the question being asked is where does it exclude any other driver from use of the vehicle without the "VEHICLE" being covered by the insurance. There are two ways a uninsured driver of a vehicle that is insured will not be covered for the damages. Example #1: When the person in the accident is specifically listed as "not a driver" on the insurance policy, as basically an excluded driver. Example #2: When a person living with the insurance policy holder drives the car, has an accident, and was never listed as a driver on the policy prior to. 
These are the only 2 ways a permissible use driver is excluded from the vehicle its-self being covered for damages. Any contract that gives up that right to allow permissible use, will therefore be verified as a scam. Publicly, I ask would anyone like to give up their right to allow someone else to use their vehicle in an emergency, and if an accident occurred the car would not be covered by the insurance? Obviously, no. Therefore to even implement that in any insurance policy is a scam against human nature and also civil rights. I have been a model customer, always paid on time and without problems. I never asked for anything except that in the event of an accident the insurance I pay for every month follows through with its purpose and covers the damages. I feel like I am repeating a [redacted] commercial. Perhaps the people over there have figured out that your customers are a little more important then to continually dismiss them every-time they have a question or require an answer to a problem related to the situation.
Currently, nothing is resolved. [redacted] continually feeds me information that does not verify the actual claim or reason behind why Freedom National will not cover the damages to my car. Unfortunately, this is binding me into a very dire financial situation. If the company persists to refuse coverage it will force me into bankruptcy. So if anyone ever wonders why USA is plummeting into financial distress and so many are filing bankruptcy and so many debts continually arise. Your answer is right here.
Regards,
[redacted]

03/16/2018     Revdex.com ID Number: [redacted]               Our Insured                ...

:           [redacted]             Our Policy Number      :           [redacted]                              To Whom It May Concern:   While we certainly understand the frustration of having to pay a cancellation fee, it was not an undisclosed fee.   The cancellation fee is disclosed in the application under Applicable Fees before the policy is submitted by the customer. This is an excerpt from this insured’s policy application on page 5       Should you have any additional questions regarding this matter, please contact us.     Sincerely,     [redacted] Operations Manager 888-542-4222 Ext [redacted]@FreedomNational.com