ICW Group

Good Afternoon, Please see the attached copy of the response for file [redacted] mailed to the customer If you have any questons please feel free to contact me at [redacted] Sincerely, [redacted] SrUnderwriterExplorer Insurance Company

Good Morning, Please see the attached respone for file [redacted] [redacted] which was mailed directly to the customer Please let me know if you have any questions Sincerely, [redacted] Explorer Insurance Company P.: [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 The mention of "it has to include a signature" is not on the websiteSo it still stands that I went to cancel on the 31st of OctoberI will not call youIf you have a response put it on here or send me an email I have tried repeatedly to deal with you guys via calling and it does no goodI want this as documented as much as possible This company has made it pretty obvious that they're greedy and pettyWhich is fineI'm glad I leftI'll make sure this is known about this company and the other companies under this oneAt least letting me go without trying to charge me would show some classBut from dealing with them they don't have anyThey're rude and try to push others around I have included some of their documentsI paid the amount and if they had class they'd give it back Regards, [redacted]

Good Afternoon,Please see the attached response for file [redacted] ***Please contact me should you have any other questions or need additional information Sincerely, [redacted] SrUnderwriter Explorer Insurance CompanyEmail [redacted] Phone: [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 Regards, [redacted] The Explorer Insurance basically demanded payment that I never owed,we already agreed to cancel the policy which why they (Explore Inc.) sent me the CANCELLATION EMAILS and CANCELLATION LETTERSAll of a sudden they put a bad credit on my profile which ruined my credit and ruined my life without me knowingThis is unacceptable

Good Afternoon, Please see the attached response for file *** *** ***Please feel free to contact me should you have any questions or need additional information Sincerely,*** ***SrUnderwriterExplorer InsuranceF* *** ***E***

Please see the attached response copy for file *** which was mailed directly to the complainant alsoPlease contact me if you need anything else Sincerely, *** ***SrUnderwriterExplorer Insurance CompanyF* ext. ***E
*** *** *** *** *** ** ***Policy Number:Revdex.com File Number:*** *** *** ***I am writing in response to your request for assistance from the Revdex.com regarding your Explorerauto policy.On June 9, you purchased an annual policy effective June 9, to June 9, through Auto InsuranceSpecialist LLC, a broker selected by you for a total amount due of$539.80, including feesWe received yourdown payment of$with your application, leaving you with I I installments of$beginning June 24,Your first billing notice was mailed on June I 0, 2014.On June 25, a Notice of Cancellation was mailed to you as your payment of $was not received onJune 24,The notice informed you your policy would cancel effective July 6, at 12:A.Mif yourpayment of$was not received prior to the cancellation date and time.On July 7, a Cancellation Memo was mailed to you to advise of the cancellation on your policy effectiveJuly 6, for nonpayment of premiums as we did not received your first installment of$The premiumfrom the effective date of your policy June 6, to July 6, was a total of$62.36, including feesWereceived a total of $35.66, leaving you with a balance of $Your Cancellation memo advised you of theunpaid balance due if your policy was to remain cancelled and also included two reinstatement offers.On September 18, you spoke with our collections representative and a collections supervisor, who advisedyou of the balance due for the time that you were covered with Explorer InsuranceErin, the collectionsupervisor, explained to you that Explorer could not waive the outstanding balance and in order to backdate thecancellation of your auto policy, you would need to provide proof of a non-operation filed with the DMV, orevidence of liability insurance with another carrier during the time your Explorer policy was in-force.On September 26,your broker sent Explorer a copy of the letter you filed with the state legislature's officeregarding your dilemma with the DMVHowever, we advised *** at your broker's office, this was notsufficient documentation as we require proof of evidence ofliability insurance to backdate the cancellation ofyour Explorer auto policy.On November 12,your broker forwarded a copy of your DMV notification of Registration suspensiondated January 31, notifying you, your registration would be suspended effective March 6, The noticealso states that once the suspension was in effect, you would need to show proof of insurance and pay a $14.00reinstatement feeThis document was not sufficient to back date the cancellation of your policy; in fact, itshowed that your registration was cancelled three months prior to the inception date of your Explorer policyeffective dateOn November 14,2014, our collections supervisor advised you that the DMV document was notsufficient to back date your cancellation date of your policy.In your request for assistance, you mention a cancellation fee, however; there was no cancellation fee chargedon your policyPlease see the attached itemized account breakdown.If you had insurance with another insurance company during the time you had coverage with Explorer duringthe policy period from June 6, through July 6, 2014, when your Explorer policy was active, please providea copy of the declaration page(s) or a letter of experience to my attention for further reviewIf double coverageexists, your Explorer policy will be amended and corresponding credit, if any, will be applied.We hope this correspondence resolves your concerns with Explorer Insurance CompanyPlease contact meshould you have any further questions or concerns.Sincerely,*** ***SrUnderwriterExplorer Insurance CompanyPhone: *** *** ext***Email: ***

Good Afternoon, Please see our attached response which was mailed to the consumer today. Please let me know if you have any questions. Sincerely,*** ***SrUnderwriter Explorer Insurance** *** *** ***

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.
Regards,
[redacted]
The Explorer Insurance basically demanded payment that I never owed,we already agreed to cancel the policy which why they (Explore Inc.) sent me the CANCELLATION EMAILS and CANCELLATION LETTERS. All of a sudden they put a bad credit on my profile which ruined my credit and ruined my life without me knowing. This is unacceptable.

Good Morning,
 
Please see the attached respone for file [redacted] which was mailed directly to the customer.  Please let me know if you have any questions.
 
Sincerely,
 
[redacted]
[redacted]
Explorer Insurance Company
P.:...

[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.
 
The mention of  "it has to include a signature" is not on the website. So it still stands that I went to cancel on the 31st of October. I will not call you. If you have a response put it on here or send me an email.  I have tried repeatedly to deal with you guys via calling and it does no good. I want this as documented as much as possible.  
This company has made it pretty obvious that they're greedy and petty. Which is fine. I'm glad I left. I'll make sure this is known about this company and the other companies under this one. At least letting me go without trying to charge me would show some class. But from dealing with them they don't have any. They're rude and try to push others around.  I have included some of their documents. I paid the amount and if they had class they'd give it back.
 
 
Regards,
[redacted]

Good Afternoon,Please see the attached response for file [redacted]. Please contact me should you have any other questions or need additional information.  Sincerely,[redacted]Sr. Underwriter Explorer Insurance CompanyEmail[redacted]Phone: [redacted]...

[redacted]

Good Afternoon, Please see the attached copy of the response for file [redacted] mailed to the customer.  If you have any questons please feel free to contact me at [redacted]  Sincerely,[redacted]Sr. UnderwriterExplorer...

Insurance Company

Review: Explore insurance company is trying to charge me 490$ and has gave me the final notice that they will take me collections I payed about 180$ the first 2 months but then they dramatically increased my rate due to tickets and accident I talked to my producer from Alliyahs insurance services this is what she said I don't know why they increased your rate dont worry about it I'll find you a cheaper insurance company that didn't happen she said that's the cheapest so I told her I want to cancel it she said just don't pay the bill so I did I found a much cheaper insurance but now I'm reviving letter from Explorer insurance because I didn't pay the 480$ threatening me they will send me to collections

Product_Or_Service: insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

For this bill not to go to collections

Business

Response:

Good Afternoon, Please see the attached copy of the response for file [redacted] mailed to the customer. If you have any questons please feel free to contact me at [redacted] Sincerely,[redacted]Sr. UnderwriterExplorer Insurance Company

Review: I was injured from work on 12/15/2011 and was receiving worker's comp payment. On 4/16/2014 I received a letter that I had $18,670 remaining of payments. On July 11th 2015 I received a letter dated 6/25/15 stating that I have been paid $14,260 and was no longer going to be paid. Because of the fact that although dated the 25th, it was sent out much later most likely on purpose leaving me unable to dispute it in the 10 days that it lists. There is a remainder of $4,410 owed to me.Desired Settlement: I want the $4,410 owed to me

Business

Response:

Thank you for contacting us about Mrs. [redacted] disagreement with our decision to end his permanentdisability benefit payments, and about his right to appeal that decision. When we started paying permanentdisability benefits, it was estimated based on the facts and medical reporting available at that time. However,over the course of a claim those facts can change significantly. In the complainant's case, the medicalreporting did, in fact, reveal that his disability was less severe than originally believed. Accordingly,permanent disability benefits were ceased because he was appropriately compensated for his disability. Anotice to that effect was issued. Our goal is pay all benefits that are reasonably due based on the medicalevidence in your case and as the law requires. Since he is represented by an -attorney, he will need to contacthis attorney to discuss his appeal rights and other options.[redacted], Claims Specialist[redacted]Insurance Company Of The West

I was informed From Explorer insurance super visor [redacted] #56039 that they are no sale or renew any policy insurance since obtuber 2015, they are not sure if will goin in bankruty.wathc out before you buy o renew you policy.

Review: This letter is to complain about service I recently received from Explorer Insurance customer service representative named [redacted]. I called Explorer Insurance on May 29, 2013, to find out how to deal with a problem Ive had with insurance coverage regarding a claim I filed on May 17, 2013. I previously left a message on Friday 5/24/13 and Tuesday 5/28/13. On May, 29, 2013, I called again and after I had been on hold for several minutes, [redacted] came on the line. The first thing I said was, Hi [redacted], I have been trying to get a hold of you and before I was able to finish my sentence, he rudely interrupts me and responds with, It was a three-day weekend, I am still behind on my work. The conversation got off to a bad start and he was very defensive. I had to explain my problem to him several times because he did not seem to be listening and therefore asked me the same questions repeatedly. He states that Explorer Insurance will not cover my claim because my vehicle was not insured at the time of the accident, but I have been paying my premiums from the beginning therefor I am an insured driver. I asked if I may get a refund for the insurance that I have been paying on the vehicle I do not own but was still covered and he responded with NO! and that management has made a decision to not cover my vehicle or the other vehicle in the accident, even though I am an insured driver. I asked to speak with a supervisor and he was rude again and said he will not let me speak with a supervisor and spoke to me in a very condescending manner. I felt much belittled and disrespected since this is not the kind of service that I pay for. When I asked to speak to a supervisor again, he said that I should find my own way to speak with a supervisor, but he is not going to pass me to one. [redacted] said he could not help me and then he hung up on me. I cannot believe that a claims representative of this company would hang up on a customer like that. I have been working for human resource department for several years and if I had an employee hang up on a customer purposely he would definitely be written up and/or fired. Needless to say, I was quite frustrated. This conversation lasted about 10 minutes and I still dont have my issue resolved.I expected a much higher level of service from your company, and I am quite disappointed. I just dont understand why he was so rude to me, I just wanted to resolve my issues and have my vehicle repaired. Because I do not want to spend any more time on this problem, I feel like canceling insurance coverage immediately, and I expect a full refund. I know other companies will be glad to have me as a customer I will be informing my friends and family about this experience.Desired Settlement: DesiredSettlementID: Refund

I believe this company should cover the other vehicle involved in the accident because I was an insured driver the moment of the accident. I also believe I should recieve a refund for the insurance I have been paying on the Toyota Yaris which I do not own since late January.

Business

Response:

June 10, 2013

Revdex.com of San Diego

4747 Viewridge Ave Suite 200

San Diego CA 92123

Re: Revdex.comID: [redacted]

Dear Ms [redacted]:

This letter is in response to your correspondence of May 31, 2013. We have contact Mrs.

[redacted] directly and discussed her concerns, requesting she provide additional documentation not

previously sent. Upon receipt of this documentation, this office will re-evaluate our position as

to coverage under her policy.

We believe that all of Ms. [redacted]'s concerns have been addressed at this point.

If you have any further questions, please do not hesitate to contact the undersigned.

Sincerely,

Claims Supervisor

Explorer Insurance Company

###-###-####

Consumer

Response:

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,

Review: explorer insurance

28490 Avenue Stanford, Santa Clarita, CA 91355 santa clarita, CA 91355

661 294-8980

www.explorer-insurance.com/?

HORRIBLE ASSISTANCE, UNQUALIFIED PERSONAL 6 MONTHS ON GOING CLAIM NO COMMUNICATION NEVER ANSWER OR RETURN CALLS, VERY RUDE PERSONAL AND MOST IMPORTANT FIGHT EVERY STEP OF THE WAY TO NO PAY MY CLAIM, I HAVE DONE EVERYTHING THEY ASKED FOR AND STILL NO HELP SOME ONE NEEDS TO STOP THIS PEOPLE FROM TAKING INNOCENT HARD WORKING AMERICANS LIKE MYSELF. WHEN A CUSTOMER CALLS AN INSURANCE COMPANY WE CALL TO BE RELIEF AND A COMFORTING FEELING THAT EVERYTHING IS GOING TO BE OK NOT TO ENCOUNTER MORE PROBLEMS INSURANCE ARE THERE TO ASSIST US WITH OUR HUMAN MISTAKES OR OTHERS.NOT TO TO FIGHT WITH ME. I WAS PREGNANT WHEN THIS HAPPEN AND ON LOTS OF MEDICATIONS (BLOOD THINNERS) MY SON WAS BORN WITH AN UNDEVELOPED KIDNEY , THE DELIVERY WAS A C-SECTION. RIDING PUBLIC TRANSPORTATION, AND A DAILY HEADACHE FROM THIS PEOPLE (ADJUSTER [redacted]). I SHOULDN'T HAVE TO GO TRU THIS WHEN THEY DIDN'T HESITATE TO TAKE MY HARD WORKING DOLLAR EVERY MONTH.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I JUST WANT THEM TO SEND MY SETTLEMENT TO BE ABLE TO BUY MY CAR AND GET MY LIFE BACK AND KEEP THIS FROM HAPPENING TO OTHER HARD WORKING AMERICANS.

Business

Response:

February 3, 2014

[redacted] CA 91331

RE:

Insured : [redacted]

Better Business

Reference Number : [redacted]

Claim Number : [redacted]

Date of Loss : 09/16/13

Dear Ms. [redacted]:

The Revdex.com has requested that we respond to your complaint that you have not been sent your settlement check. Our records indicate that we sent you a replacement settlement check on 01/16/14 to replace the original check we sent you on 11/08/13. This should conclude the settlement of your claim. We apologize for any inconvenience, but as we previously explained by phone and in writing, we were obligated to include the owner of your vehicle on the settlement check.

We are committed to satisfying all of our customers during and at the conclusion of the claims handling process. Should you not feel satisfied with the handling of your claim please contact us immediately at ###-###-#### and ask to speak with a Claims Supervisor.

Sincerely,

Claims Manager

Hello,

This e-mail is to express my concerns with the customer service I have received. I had a policy for several years with a great driving record. The issue was, after I sold my car I continued to be billed. I have already spoke to Alma Vargas and she seem to make me jump through hoops to prove I have sold this car. She was not very helpful. I also spoke with Danny Caldera on several occasion however he was bad at returning my calls and failed to update me on my reimbursement process/status. The company has charged my bank over the last 7 months and is not customer friendly in returning my money. They billed me for a car that was not in my possession. The issue now, is I do not agree with the total balance that is to be reimbursed. Once again, I have went through hoops to pull up bank statements to prove the discrepancy on your end. I will be taking this matter to small claims as well as the Revdex.com seeing that no one will return my call. Overall, I am not satisfied with the way this matter was handled nor the customer service!

Review: I was involved in an accident on 3/31/13, as required I notified my insurance of the incident and all the required information. Within two days an estimator arrived at my house to assess the damage and once completed I heard nothing my insurance company Explorer(member of ICW GROUP) for several weeks later. I called my adjuster about this issue, his name was [redacted]. When I asked the result of my claim he simply said that it had been mailed and it was my responsibility to find a body shop. I had never received any correspondence to which he replied "it's probably an issue with your mail carrier" I have never changed addresses in my 26 years of been alive. I finally received one on April 24 but the issues only continued to emerge. It was explained to me since there was such a great difference in the price of the repair to what was initially estimated that the appraiser had to be summons again to speak with the body shop. They said they would talk to the appraiser to find a date, however I needed a specific date. They gave me his number. I arranged for 5/22/13 and I left my car at the body shop all day and had to pay for alternative transportation. Nothing happened on this day, I was not contacted for a cancelation. I spoke with a claims representative since, not the one assigned to me since my newly appointed one failed to return my calls. They said they would attempt to send someone that day however the time was 4:00pm and my body shop closed at 5:00pm. I spoke with the gentleman at the body shop and he stated they called and would be in early in the morning the next day. He recommended I drop my car off at opening time 8:00 am so he can tear down the car and prepare it for the appraiser. I called a claims representative at Explorer and they spoke with the appraiser and assured me he would be there. I made three more calls throughout the day and was 3:00 5/22 and they were already saying it was very late and it may not happen. Same resolution as 5/21 do it tomorrowDesired Settlement: I would like you to intervene so I can receive the services that are expected from an insurance policy that I'm paying for. I would like you to ensure that they provide start doing their job as a responsible insurance company should

Business

Response:

May 31, 2013

Revdex.com OF SAN DIEGO & IMEPRIAL COUNTIES

4747 VIEWRIDGE AVE SUITE 200

SAN DIEGO CA 92123

RE: CASE ID NO. : [redacted]

OUR INSURED : [redacted]

CLAIM NO. : [redacted]

DATE OF LOSS : 3/31/2013

COMPLAINANT : [redacted]

Dear Ms. [redacted]:

Your inquiry into this matter was referred to the undersigned for review and response. We have attached a copy of our response to [redacted]. We believe all of Ms. [redacted]’s concerns have been addressed.

If you have any additional questions, please feel free to contact the undersigned.

Sincerely,

[redacted] Claims Supervisor

May 31, 2013

PAMONA CA 91767

RE: CASE ID NO. : [redacted]

OUR INSURED : [redacted]

CLAIM NO. : [redacted]

DATE OF LOSS : 3/31/2013

COMPLAINANT : [redacted]

Dear Ms. [redacted]:

The Revdex.com has requested our response to your complaint of May 23, 2013, in which you request resolution of your vehicle damages.

Although your vehicle was inspected initially after the report of your accident to this office, a re-inspection was required due to additional damages uncovered. This re-inspection was assigned to one of our outside vendors and as you know has been completed.

We have attempted to reach you to discuss any out of pocket expenses you may have incurred as a result of the delay in finalizing this re-inspection however have not heard back from you. As we wanted to compensate you for any rental expenses incurred while waiting for the inspection as well as the cost of renting a vehicle while the repairs are completed we issued and mailed a check in the amount of $200 to you on May 24, 2013.

If you have any other issues concerning this claim, please contact me at the number listed below.

Sincerely,

[redacted] Claims Supervisor