James River Insurance Company

Horrible. I was hit by someone insured by James river insurance co. on my wedding week! Timothy B[redacted] was the guy to over see my case. Took forever to answer my wife, waited for weeks to answer back. It wasn't until I kept calling and calling that I heard back from him, not answering phone calls, not returning phone calls, or voicemail, or emails. I went through to speak with his supervisor but she never answered back. After fighting so much to be heard out my situation was mediocrity solved. Unprofessional and definitely not customer friendly.

Review: On July 25, 2016, Joyce S[redacted] called me about an insurance settlement with James River Ins. Company. When I asked for her supervisor's name, she replied, "No one controls the file beyond me!" I explained that I would like to speak to her supervisor and she again said, "No calls will go anywhere but to me!" She also demanded repeatedly, "Who is your lawyer? Who is your lawyer? Who is your lawyer?"

I have called the business and spoken with Ashley and she did not have any information available as to who the supervisor or owner of this company is. However, I would like to know who is Ms. S[redacted] supervisor?Desired Settlement: I would like to know who owns this company? Also, I would like to know how to contact Ms. S[redacted] Supervisor?

I would like to file a formal complaint about Ms. S[redacted] unprofessionalism.

Business

Response:

Dear Ms. [redacted]: James River Insurance Company ("James River") is in receipt of The Revdex.com Complaint No. [redacted] filed by [redacted]. James River is the automobile insurance carrier for [redacted]. (more commonly referred to as [redacted], which is legally incorrect). The James River policy is a Business Auto Policy. The policy number is [redacted]. The policy is effective 12/21/2014-3/01 /2016 and provides Bodily Injury and Property Damage Liability Coverage as well as Uninsured Motorist Bodily Injury coverage to [redacted] Partner Drivers subject to certain conditions and exclusions. In this case the [redacted] partner driver, [redacted], was on a trip with a [redacted] passenger when she was involved in a rear-end collision with an uninsured motorist who fled the scene. As a result of the accident, Ms. [redacted] was injured. In this circumstance, Ms. [redacted] was eligible to utilize the Uninsured Motorist Bodily Injury coverage. At Ms. [redacted]'s request, we processed her Uninsured Motorist Bodily Injury claim and made her a reasonable settlement offer on May 11, 2016. Ms. [redacted] was not satisfied with the offer we made and made a counter demand. We re-evaluated the claim and made another offer to Ms. [redacted] on May 19, 2016 to which she also rejected. After Ms. [redacted] presented us with additional information to document an increase in the value of her claim, we made another offer which was also rejected. After several rounds of negotiations, the final offer of $17,205.54 was made July 22, 2016. As an automobile insurer, James River has an obligation to pay all sums the "insured" is entitled to recover as compensatory damages from the owner or driver of an uninsured motor vehicle. We only owe what is fair compensation and we base our evaluations of bodily injury claims on recent jury verdict research and years of experience. While James River can appreciate that Ms. [redacted] underwent a very traumatic and painful experience by being rear ended by a vehicle who fled the scene, we are unable to satisfy her last demand of $25,000. We have explained this to Ms. [redacted] and she indicated in her response that she may hire a lawyer. The claims examiner, Tyler R[redacted], asked Ms. [redacted] to let us know if she hired a lawyer as all further communication would have to go through the law firm. Following that conversation, Ms. [redacted] reached out to the Mr. R[redacted]'s manager, Joyce S[redacted], to express her dissatisfaction with the offer we made. Ms. S[redacted] documented the July 25, 2016 telephone call in the file notes and there is no indication in those notes that Ms. [redacted] asked to speak to Ms. S[redacted]' supervisor. While the above represents a review of the file, the actual complaint filed by Ms. [redacted] appears to be related to the conversation she had with Joyce S[redacted]. As Ms. S[redacted]' manager, I am in receipt of her complaint and my contact information is below in the event Ms. [redacted] would like to speak further regarding this matter. Again, I would like to reiterate that I have reviewed the claim file and I believe the file was properly evaluated at $17,205.54. If Ms. [redacted] has additional information which may impact the value of the claim, which has not already been conveyed, we stand by ready to receive such information. While we fully understand the claims process can be frustrating and confusing; I feel the examiner and the manager handled the subject claim in a timely, courteous and professional manner. If you have any additional questions or concerns, do not hesitate to contact me. Sincerely, Courtenay [redacted], AIC, SCLA

Review: I am a [redacted] driver. I know [redacted] has commercial insurance. On February 13 2015 I had an accident. It was my fault. I didn't expect. I had a [redacted] customer on my car. That means I was working on uber. [redacted] suppose to help to repair my car. Because they have commercial insurance. I gave all informations what they asked. One guy his name is [redacted] called me on Tuesday. We spoke together. he explained me everything. I was happy they were helping me to repair my car. He said one guy his name [redacted] from James River Insurance company suppose to call me next business day. I said ok and wait his call. I waited two days he did't call. I already got [redacted]'s informations from [redacted] who works on [redacted]. Second days I called [redacted] by myself. He said I was keeping your information. Then he explained to me everything, I said him I already give my car to [redacted] collision and to my insurance. He said we will take care everything. Next day he said we will close your claim. I asked why. He said because your car already start to repair. That was right but I waited him in two days he did't call me. I said him if I didn't call you you never called me. How long did I have to wait him. Week or month? I already told to [redacted] who works on [redacted] I am not working right now and I need money to live. There is no responsibility from the company. They don't help people.

Business

Response:

Ms. [redacted]: James River Insurance Company (“James River”) is in receipt of The Revdex.com Complaint [redacted] made by [redacted]. Your cover letter states that the Complaint was made on 02/23/2015; however, we did not receive your letter until 02/27/2015. Since receiving The Revdex.com Complaint we have reviewed the claim file. Below is a brief summary of the claim to this point. James River insures [redacted], a division of [redacted]. James River provides both third party liability insurance coverage as well as first party collision coverage under specific conditions, including when the driver is either en route to pick up a passenger or is in the process of transporting a passenger. In this case the driver, Mr. [redacted], was on a trip with a passenger, so that collision coverage with James River applies. Collision coverage under the James River policy is subject to a $1,000 deductible. The initial loss notice came to our office on 02/17/2015 after business hours. The claim was quickly assigned to a Claims Examiner the next day. On 02/19/2015, we contacted Mr. [redacted]. He advised us his car was in the shop at [redacted] in Atlanta. After we spoke with Mr. [redacted], we immediately called [redacted] and spoke with the shop manager, [redacted] said there was no reason for James River to send an appraiser to inspect the car, because the repairs had already started and were pre-authorized by [redacted] Insurance Company, the personal auto carrier for Mr. [redacted]. Apparently Mr. [redacted] had already reported the claim to his personal auto insurance carrier, [redacted], before James River was notified of the claim. Because the repairs had already begun before James River was notified, and because [redacted] had already agreed to pay Mr. [redacted] for the damages to his automobile, James River was unable to intervene. We explained this to Mr. [redacted] over the phone. [redacted] may attempt to subrogate against James River to recover sums it has paid Mr. [redacted] for his collision claim. We will work with [redacted] in that event. With regard to contact, Mr. [redacted] refused to speak over the phone beginning on 02/23/2015. Mr. [redacted] stated the following in an email dated 02/23/2015: “Hi, this is [redacted] anything that we will discuss about the issue I would like to do through emailing so I can prove to legal authorities.” We have explained our position to Mr. [redacted], and we are happy to discuss the matter further at his request. We believe that Mr. [redacted] has been made whole by [redacted] and that his concerns regarding communication have been addressed. We trust this answers all your questions. If not, please feel free to contact me, as it is always our goal to provide prompt and courteous service to our customers. Do not hesitate to contact me at Tel [redacted], Fax # [redacted] or via Email: [redacted]. Sincerely, [redacted] Claims Manager James River Insurance Company

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: The Company is handling my accident insurance claim for [redacted], the company for which I work. The incident took place at 1:30am (PST) on 11/01/15. It is now 12/08/15. The Company has failed to handle their responsibility of settling my collision claim for a vehicle determined to be "totaled". It is now 38 days since the incident. I understand insurance companies are expect to resolve claims in a "timely" manner. These delays are clearly the result of negligence and irresponsible business practices.Desired Settlement: I wish to receive appropriate compensation for the property damage I incurred while driving under the [redacted] platform, and under the insurance protection of this Company (James River Insurance). I also require added compensation for the loss of my vehicle and ability to work (as an independent ride share provider, my vehicle is my occupation) for the past 38 days. While I understand insurance regulations only require settlements to cover the "value" of the lost vehicle, these untimely delays are unjustly adding financial pressure to my situation. Plus, the company asserts it will not recover my $4,000 equity in the vehicle, which I purchased less than 9 months ago. I was falsely led to believe I was fully protected by James River, via [redacted]'s declaration of a $1M coverage for all drivers operating under the [redacted] platform.

Business

Response:

Dear Ms. [redacted]: This letter will acknowledge receipt on

December 11, 2015 by James River Insurance Company (“James River”) of your

correspondence dated December 09, 2015. According to your correspondence, we

understand [redacted] has submitted a Complaint to the RevDex.com regarding the handling of his physical damage claim. Please allow the

following to summarize the handling of Mr. [redacted] physical damage claim. Mr.

[redacted] was involved in a motor vehicle accident on November 01, 2015 in

Riverside, CA. The accident was reported to James River on the same day. The

examiner assigned to handle the file is Leslie [redacted]. Ms. [redacted] contacted Mr.

[redacted] on November 02, 2015. Mr. [redacted] reported he was logged into the

[redacted]Driver application and had just picked up two riders to transport them to

their destination. Mr. [redacted] vehicle was parked, when he was struck by an

unknown vehicle that fled the scene. Ms. [redacted] explained to Mr. [redacted] the

policy coverage for a physical damage claim, and went on to explain to Mr.

[redacted] there is a $1,000 deductible that will apply. Ms. [redacted] further

explained that in order to confirm coverage, James River will need a copy of

Mr. [redacted] declarations page from his personal auto policy to confirm

collision coverage was on the subject vehicle. The explanation of coverage for

the physical damage claim was memorialized in an email to Mr. [redacted] on

November 02, 2015. Mr. [redacted] provided a copy of his declarations page to Ms.

[redacted] via email on November 2, 2015 after the James River office was closed.

On November 3, 3015, Ms. [redacted] requested an inspection of Mr. [redacted] vehicle

by a third party vendor used by James River, Property Damage Appraisers

(“PDA”). Ms. [redacted] sent an email to Mr. [redacted] on November 4, 2015, advising

him of the assignment to PDA and further advising him that upon receipt of the

estimate, James River will issue payment for his physical damage claim less the

policy’s deductible. James River received the PDA estimate via email on

November 4, 2015 after the James River office was closed. The total estimate

was for $6,423.71. On November 05, 2015, Ms. [redacted] sent an email to Mr.

[redacted], which included a copy of the estimate, and advised him that payment was

issued in the amount of $5,423.71 to he and his repair facility ([redacted]). The email also explained to Mr. [redacted] that if the repair

facility found any additional damage they are to contact PDA to evaluate any

further damage. Mr. [redacted] confirmed receipt of the email, and advised that he

has forwarded the estimate to Metro Nissan of Redlands’ preferred repair

facility. Mr. [redacted] left a voicemail and then sent an email later in the day

on November 05, 2015, advising the check would need to be reissued in the name

of [redacted] Auto Body. Ms. [redacted] requested a stop pay on the check on November

06, 2015, and Ms. [redacted] contacted [redacted] at [redacted] Auto Body to obtain their

W-9 for remittance of payment directly to the repair facility. Ms. [redacted]

advised Mr. [redacted] of same via email on November 06, 2015. [redacted]ie Mancha of

[redacted] Auto Body sent a “test” email to Ms. [redacted] November 06, 2015,

presumably to ensure they had the proper email address to send the W-9. A W-9

is not located in the file, and the check was not reissued. Mr. [redacted] sent an

email to Ms. [redacted] on November 06, 2015, stating the following: “One more

thing I need from you at this time is a statement explaining James River Ins'

policy of demanding a $1,000 deductible from me in a case where I was 0% at

fault AND placed in the position wherein I my vehicle was damaged by [redacted], the

insured agency. I need this to prepare my legal case.” Ms. [redacted] responded via

email on November 09, 2015 stating she left a voicemail seeking clarification

on the aforementioned email. Ms. [redacted] responded “Apologies for the confusion.

It might be better if I just let my legal representation communicate on my

behalf. I don't know how to word my request.” Ms. [redacted] requested the letter

of representation for Mr. [redacted] attorney. Mr. [redacted] responded “Thank you for

following up with me. I spoke with Ms. [redacted]. I wanted to make sure I told you

directly that I have no desire to sound like I'm attacking you or any member of

your team. This situation is problematic and I do not hold any of you

individually responsible. I just want to clarify that. I know you are each

doing your best to resolve the situation within the confines of your policies

and practices. I appreciate your faithful attention to my concerns throughout

this process.” PDA was contacted by the repair facility on Friday, November 20,

2015 for a supplement in order to evaluate additional damage to Mr. [redacted]’s

vehicle. PDA inspected the vehicle on Monday, November 23, 2015. Ms. [redacted]

received an email from PDA on November 23, 2015 advising Mr. [redacted] vehicle

is a total loss. Ms. [redacted] received a call from Ms. [redacted], Mr.

[redacted] counsel, on November 24, 2015 and advised Ms. [redacted] that James River

has just received notification that when a supplement was called in it was

determined the additional damage to the vehicle has made Mr. [redacted] vehicle a

total loss. Ms. [redacted] advised Ms. [redacted]’ she was awaiting PDA’s total loss

valuation. Ms. [redacted] also explained that upon receipt of the total loss

valuation, the materials would be forwarded to Custard Insurance Adjusters

(“Custard”) for the handling of the total loss. James River received the total

loss valuation and supplement from PDA on December 01, 2015. The materials were

forwarded the same day to Custard. A settlement to resolve the total loss was

made on December 02, 2015 in the amount of $10,865.04 ($11,865.04 less the

deductible of $1,000). Custard was asked whether or not the deductible applied

because Mr. [redacted] was not at fault for the accident. Ms. [redacted] advised

[redacted] there is no Uninsured Motorist Coverage under the policy for

Property Damage, and the deductible will apply. The offer was increased after

Ms. [redacted] was provided with additional comparables. A new offer of $11,865.04

was extended on November 02, 2015. Ms. [redacted] had additional discussions with

Mr. [redacted] counsel regarding the total loss settlement but ultimately the

total loss was settled for $11,865.04. Ms. [redacted] sent the Vehicle/Vessel

Transfer and Reassignment Form REG 262 to Ms. [redacted] via UPS, which is a form

required to finalize the total loss processed; the form arrived at Ms. [redacted]’

office on December 07, 2015. Ms. [redacted] also explained the total loss process

to Ms. [redacted]. The lien holder requested copies of the declarations page and

police report in order to process the paperwork for the total loss. Ms. Tumolo

received the request on December 09, 2015, and asked Ms. [redacted] for these

items. Ms. [redacted] provided a copy of the declarations page, but did not have a

copy of the police report to provide. As of December 11, 2015, Ms. [redacted] and

James River await a Letter of Guarantee from the lien holder. Upon receipt of

the Letter of Guarantee, James River will be able to issue payment to both the

lien holder and Mr. [redacted] for their respective amounts and resolve the total

loss claim. Ms. [redacted] has been advised of the status of claim as of December

11, 2015. In response to Mr. [redacted] Complaint, James River does not believe

there were any substantive delays in the handling of his physical damage claim.

The vehicle was initially inspected within 48 hours of receiving the

declarations page from Mr. [redacted]. Payment was issued within 4 days of when the

claim was reported (the claim was reported on Sunday and the claim was paid on

Wednesday). James River acknowledges the check was voided and it needed to be

reissued, and was never reissued. This ultimately is a moot point, as the

repair facility contacted PDA as additional damage was discovered. When PDA

inspected the vehicle, it was determined it was a total loss. James River was

notified the vehicle was a total loss on November 23, 2015, and Ms. [redacted] was

informed of same on November 24, 2015. James River’s office was closed on

November 26 and 27 due to the Holiday. James River received the total loss

valuation the following week on Tuesday, December 1, 2015. A total loss

settlement offer was made on December 2, 2015. James River has been unable to

issue payment for the total loss settlement as it awaits a Letter of Guarantee

from the lien holder. In further response, James River cannot waive the

deductible on the policy, and must apply the policy terms as they are written.

While, we offer our sympathy that Mr. [redacted] was struck by a vehicle that fled

the scene, the policy does not afford Uninsured Motorist Damage Coverage for

Property Damage. However, James River has extended physical damage coverage to

Mr. [redacted] and is handling the matter under this coverage part, subject to a

$1,000 deductible. James River would like to further respond to Mr. [redacted]’s

contention that he feels he was ill advised regarding the policy coverages. Ms.

[redacted] memorialized the coverage available to Mr. [redacted] under the James River

policy on November 02, 2015, and also explained the policy coverage in writing

the same day to Mr. [redacted]. James River would also like to confirm that while

the policy does not have Uninsured Motorist Coverage for Property Damage; the

policy does have Uninsured Motorist Coverage for Bodily Injury. James River

currently has an open claim for Mr. [redacted] under this coverage. If you have any

questions or wish to discuss any of the above, please do not hesitate to

contact me at Tel [redacted], Fax # [redacted] or via Email:

[redacted] Sincerely,

Consumer

Response:

I have reviewed the offer and/or 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.

Here is a summary on the PD:

Review: I was involved in an accident on January 24th. I was not at fault and the driver who hit me began a claim with this company. He provided a claim number. The insurance company failed to contact me in order to follow through with the claim. I made several calls to the office that were unreturned. I have not yet been contacted about further action and continue to have significant damage to my vehicle be unresolved.Desired Settlement: I would like James River Insurance to contact me with a follow up to how I will be getting a payment or repair covered by the insured driver in a timely manner.

Business

Response:

Dear Ms.[redacted]: I am in receipt of The Better BusinessBureau Complaint [redacted] made by [redacted]. Your cover letterstates that the Complaint was made on 02/17/2015; however, I didn’t receiveyour letter until February 27, 2015. Since receiving The Revdex.comComplaint I have reviewed the James River Insurance Company (“James River”)claim file and I will provide a brief summary of the claim to this point. Theinitial loss notice came to our office on January 27, 2015 and the claim wasquickly assigned to a Claims Examiner the same day. Within the initial lossnotice, our policyholder provided a “Reporting Form” which did not include thename and contact information of [redacted] then left avoicemail for the Claims Examiner which provided the needed name and contactinformation. The Claims Examiner then returned her call on February 06, 2015and left a voicemail asking for a return call. The Claims Examiner notes fromher call log that a call came in from Ms. [redacted] on February 12, 2015 but shewas out of the office. The Claims Examiner’s voicemail message noted that shewas out of the office through February 16th and included the name of her back-upto be contacted in her absence. The office was closed on February 16th due tothe President’s Day Holiday and then again on the 17th due to inclement weatherconditions in the area. The Claims Examiner was unable to make it into theoffice on the 18th due to the inclement weather. Again, the voicemail providedthe back-up Claims Examiner’s contact information if immediate assistance wasneeded. The Claims Examiner returned the call to Ms. [redacted] on February 20,2015 and set up an inspection for the vehicle. The check was issued to theclaimant on February 27, 2015. The Claims Examiner called Ms. [redacted] and lefta message regarding the check. Furthermore, the Claims Examiner sent an emailadvising of the check and the procedures for supplemental damage and a rentalvehicle. I believe that Ms. [redacted] concerns have been addressed and theclaim has been resolved with the exception of any additional damage that may befound once the customer takes the vehicle to her shop of choice and repairs begin.I hope this answers all your questions. If not, please feel free to contact meas it is always our goal to provide prompt and courteous service to ourcustomers. Do not hesitate to contact me at Tel [redacted], Fax # [redacted] or via Email: [redacted]