K R P Insurance

Complaint: [redacted]
I am rejecting this response because:My complaint was not based on the denial of my rental for the weekend.  I made the complaint on the poor customer service I received.  It wasn't until I was at [redacted] that Mrs. [redacted] explained their procedure to the [redacted] employee who then told me.  The response to my complaint is proof alone that customer service is still not being executed since there has yet to be an apology and I have yet to hear from the supervisor directly.  Also, Ms. [redacted] is still the claims representative I'm being forced to deal with,through emails since both the collision center and I are still unable to reach her by phone, in spite of the fact that I requested a new representative. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: On or about the date of initial complaint to current , the said insurance company and or companies have fell to send notice of said policy fees and etc. 
Regards,
[redacted]

Our investigation indicates this loss was caused by exposure to water that occurred over a period time, not a single event of flooding or introduction of contaminated fuel.  There is no evidence the last fuel purchased was contaminated nor has the fuel station had any complaints from customers.  Based on these findings, this loss was not caused by a covered event such as flood or contaminated fuel, but rather is result of mechanical failure and excluded from coverage in the auto policy.  Sincerely, [redacted], State Physical Damage Manager

Complaint: [redacted]
I am rejecting this response due to the numerous misleading and false statements that Farm Bureau provided to Revdex.com on 10/31 and 11/1.  First of all, Farm Bureau incorrectly stated in their 10/31/2016 response that I reported the 12/17/2015 fire damaged JD 4430 tractor to Farm Bureau on 12/21/2015.  This is a false statement since I did in fact report the fire damage JD 4430 tractor to my Farm Bureau agent on 12/17/2015, which was the same day that the fire damage occurred.  In addition, I contacted my Farm Bureau agent again (see attached email) on 12/18/2015 since he failed to send me a follow-up email (per our 12/17/2015 phone conversation) regarding my JD 4430 claim.  In addition, Farm Bureau admits that they did not consider as part of their valuation the “numerous” JD 4430 tractors that were not manufactured in 1977 AND that had greater values than those 1977 JD 4430 tractors that Farm Bureau allegedly identified.  However, given the fact that JD 4430 tractors were manufactured only between the years 1973 and 1977, I find it very peculiar that the older/earlier (1973-1976) year model JD 4430 tractors were valued higher than the newer/late year (1977) model JD 4430 tractors.  (Clearly, any reasonable person would quickly conclude that a newer/late model tractor should be worth in value at least equal to or greater than the older/earlier year model tractors IF in fact the newer/late year model tractors were of similar quality and condition to the older/earlier year model tractors).  In addition, as Farm Bureau is aware, there is not an official bluebook value for agricultural tractors.  Therefore, when determining the ‘actual cash value’ of my JD 4430 tractor, it is imperative that Farm Bureau fairly consider only those JD 4430 tractors that are similar in quality and condition to my tractor rather than selectively limiting their market analysis to lower quality 1977 JD 4430 tractors that were allegedly advertised at the time.  However, importantly to note, it should be mentioned Farm Bureau refused to consider as part of their valuation the www.us.farm.com advertisement (see attachment) that I sent them of a 1977 JD 4430 tractor valued at $27,500.  Bottom-line, at the end of the day, Farm Bureau only used one single online source (IRON SOLUTIONS) to determine the $17,593 value for my JD 4430 tractor rather than determining the ‘actual cash value’ of my JD 4430 tractor.  Therefore, Farm Bureau’s statements that they completed a fair and accurate valuation of my JD 4430 tractor, as well as compensated me more than fairly are completely false.   In addition, Farm Bureau stated that “they find no basis for the reopening of this file, some 9 months post loss, to renegotiate this claim.”  Unfortunately, Farm Bureau chose to ignore my factual supported disputes regarding Farm Bureau’s valuation of my tractor, which were communicated on multiple occasions to Farm Bureau at the time of my claim, but Farm Bureau chose not to address them and issued an insufficient settlement check instead.  Therefore, Farm Bureau’s decision to ignore the disputes I communicated to them 9-12 months ago does not and will not absolve Farm Bureau’s associated breach of contract.
Regards,
[redacted]

Ms. [redacted],  First of all, I would like to thank you for your submission.  Without feedback from our valued members, we would not be able to better ourselves.  I apologize for the lack of communication you experienced and will not only follow up with Mr. [redacted] but with my entire...

team so that we can help prevent this from happening again.  It is my understanding that, since this submission to the Revdex.com, your claim has been resolved.  As it pertains to the total loss of your vehicle, since the costs of repairs would have exceeded the value of the vehicle, the vehicle was determined a total loss.Again, I apologize that you are not satisfied with the claims process, but I hope you understand why we had to total your vehicle.
[redacted]
District Claims Manager
T [redacted]
F [redacted]
M [redacted] E [redacted]
[redacted]
Richardson, TX 75080

We would agree that the condition was caused by exposure to water that occurred over time, and do not disagree with Ford’s position on that, or the method of repair, but rather that the condition was created over time due to the lack of maintenance leading to mechanical breakdown.  Our position has not changed. This is not a covered loss.  We believe that water can damage the fuel system and cause pump failure but that water is inherent in diesel, and failure to properly maintenance the system can lead to this type of failure.
 
[redacted]
DISTRICT CLAIMS MANAGER
 
T: [redacted]

Re:     Complaint ID:          [redacted]
          Subject:                  [redacted]
          Policy Number:        [redacted]
 
To Whom It May Concern:
 
Your email to Texas Farm Bureau Insurance Companies regarding the above referenced complaint was forwarded to me for a response.
 
On June 19, 2015 policy [redacted] was issued effective May 22, 2015- May 22, 2016 with a counteroffer from our Underwriters to correct the construction of the dwelling, which resulted in a higher premium.  At that time, a payment of $793.00 was applied and a billing was sent for an additional premium of $145.00 due July 22, 2015.  On March 16, 2016 a New Business Billing Past Due – Final Notice for $145.00 was mailed with a due date of March 26, 2016.  On March 29, 2016 payment had not been received, and the policy cancelled for non-payment effective March 26, 2016.  A notice of cancellation was mailed at that time.  Despite our efforts to collect the additional amount due, the premium was not paid in full and resulted in policy cancellation. 
 
Proper notification was sent to the insured, and there has been no error on the part of Texas Farm Bureau Insurance Companies.  We have reviewed our records and our previous response to address this complaint stands.  Please let me know if I can be of further assistance on this matter.  Thank you.

Response from [redacted], Vice President Sales - We regret any difficulty that Mr. [redacted] has experienced related to his insurance coverage.  We aren’t aware of numerous calls from his bank, but it wouldn’t be unusual for a bank to call the agent for verification of coverage or loss payee...

status. 
 
Response from [redacted], Vice President Underwriting - Thank you for the opportunity to reply to this complaint.  We have reviewed the underwriting actions taken on Mr. [redacted]’s automobile policy 23001485.  Three automobile claims were submitted on this policy by Mr. [redacted], or on behalf of Mr. [redacted], during 2014, 2015, and 2016.  The first claim occurred on June 28, 2014.  The claim involved Mr. [redacted]’s vehicle being struck by another vehicle.  Mr. [redacted] withdrew this claim and pursued reimbursement from the owner of the vehicle that struck his vehicle.  During the claims investigation it was determine that Mr. [redacted]’s vehicle was being operated by his 20 year old daughter who was not listed as a driver on the policy.  The second claim occurred on July 3, 2015.  This claim involved Mr. [redacted]’s vehicle damaging another vehicle as it attempted to pass a baler.  During the claims investigation it was determined that Mr. [redacted]’s vehicle was being operated by his son who was not a listed driver on the policy at the time of the accident.  $1,117.21 was paid to Mr. [redacted] for the damage to his vehicle.  On July 28, 2015 Mr. [redacted]’s policy was scheduled for non-renewal effective April 24, 2016 as a result of the 2nd claim involving an unlisted operator.  The third claim occurred on March 7, 2016.  The auto involved in this accident was removed from the policy in October 2015.  During the investigation of the third claim it was determined Mr. [redacted]’s son was operating the vehicle at the time of the accident.  The only claim payment currently recorded on Mr. [redacted]’s auto policy is the $1,117.21 from the July 3, 2015 accident.  Mr. [redacted]’s policy was non-renewed as a result of the unlisted operators. 
 Tell us why here...

Claim in question was reported to Texas Farm Bureau Mutual Insurance Company on 5/13/2014.
 
5/14/2014 - Letter sent to [redacted] acknowledging that a claim had been filed under the [redacted] auto policy bearing policy number [redacted].
 
5/19/2014 -...

Recorded statement of [redacted] taken by a Texas Farm Bureau Claims Representative concerning the facts of the auto accident in question.
 
5/16/2014 - Letter sent to [redacted] confirming she did not wish to pursue a collision claim on her automobile.
 
5/26/2014 - Letter sent to [redacted] advising that Texas Farm Bureau Mutual has settled the property damage claim of the other party.
 
Our investigation of the auto accident in question revealed Ms. [redacted] to be the at fault party.  She was notified of our liability determination in our letter of 5/26/2014 which is referenced above.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We received  the check  today 6/17/16.  Thank you.
Regards,
[redacted]

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

Thank you for forwarding Mrs. [redacted]’s concerns and giving us an opportunity to address them. Since the April 12th opening date of this complaint we have had email and phone communications with Mrs. [redacted].  I have attached several supporting documents.  With each six month...

renewal offer we provide the renewal declarations page as well as a copy of the Consumer Bill of Rights for Personal Automobile Insurance.  This information was provided following issuance of the policy and with each six month renewal.  Among many things, this document addresses refusal to renew as well as what action insurance companies can take regarding refusal to renew related to not-at-fault claims.  The document does not address at fault accidents as each insurer has their own requirements regarding at fault accidents.  Since January 2015 there have been three at fault accidents, one no fault, one towing, and there is currently an open other party at fault (no fault) claim.  Detailed list of claims experience is also attached to this email.  With three paid at fault accidents within 13 months, we’re unable to offer renewal of the policy.    Please find attached renewal declaration with Consumer Bill of Rights from the November 2, 2015 renewal term, email communication with Mrs. [redacted] through April 18, letter of experience sent to Mrs. [redacted], and as requested here, detailed report of payments made on current policy [redacted] and former policy [redacted]. If we can be of further assistance in the matter, please let me know. [redacted] CPCU, API REGIONAL UNDERWRITING MANAGER
[redacted]
P.O. Box [redacted] Waco, TX  76702-2689

Our actual cash value evaluation of $17,861.67 was based upon 3 comparable tractors of like kind and quality which were found at the time of the loss on fastline.com. After Mr. [redacted] disputed this evaluation, our local Claims Representative conducted further market research using tractorhouse.com and machinefinder.com. Through these sources 7 representative tractors were found with prices ranging from $8,900 to $22,500. It should be noted that these representative tractors were all 1977 John Deere model 4430s. We did not include all 4430’s in our research as there are numerous 4430’s on the market with greater values that are not 1977 year models. The average of those 7 comparable tractors provided an actual cash value of $14,900. However, because we had already advised Mr. [redacted] that we had determined the value of his tractor to be $17,861.67, we stuck with that amount and did not reduce our evaluation to the $14,900 amount.  In addition, with regard to Mr. [redacted] retention of the salvage, we received a high bid on the salvage of $1,500, but in an effort to reach a compromise settlement agreement with the policyholder, we reduced the salvage value to the previously stated amount of $1,350.
 
It remains the position of Texas Farm Bureau Underwriters that an accurate and fair evaluation of Mr. [redacted] tractor was made using industry accepted resources. While we will agree that there are numerous sites depicting varying degrees of values for used tractors, our position that our policyholder has been compensated more than fairly for his 1977 model 4430 John Deere tractor remains the same. We find no basis for the reopening of this file, some 9 months post loss, to renegotiate this claim.
 
Respectfully,
[redacted]
DISTRICT CLAIMS MANAGER
O [redacted]
F  [redacted]
E  [redacted]
[redacted]
[redacted]
[redacted]

June 8, 2015 Revdex.com[redacted]Austin, Tx [redacted]Via Revdex.com website Re:      ID #:                           ...

[redacted]            Subject:                       [redacted]            Policy Number(s):      Auto- [redacted] To Whom It May Concern: Your letter of June 5, 2015 to [redacted] regarding the above referenced complaint was forwarded to me for a response.   In response to correspondence received from Ms. [redacted], the policy in question has been reinstated back to its previous state, prior to the vehicle change.  Please let me know if I can be of further assistance in this matter. Sincerely, [redacted]Vice President, Policy Services cc:  [redacted]cc:  [redacted]

To Whom It May Concern: Your letter of April 15, 2016 to Texas Farm Bureau Insurance Companies regarding the above referenced complaint was forwarded to me for a response. Texas Farm Bureau Mutual Insurance Company insures [redacted] under the above-referenced Auto Policy. With regard to this...

complaint, the policy activity occurred as follows: Activity Date              Transaction 02/26/2016                  Policy Renewal Processed for the term 03/28/2016-09/28/2016 03/23/2016                  Policy change processed effective 12/28/2015, policy debited $19.00   03/29/2016 Draft information sent to financial institution, and policy credited   for $136.00 payment   03/30/2016                  Policy cancellation processed effective 03/30/2016 per member request 03/31/2016                  $119.00 refund for unearned premium mailed to member 4/1/2016                        Members account drafted for $136.00 payment Refund check #500408 cashed by memberWe begin the draft transmittal process three days prior to the date the member has requested their account be drafted. At that time, our system assumes the payment will be made, and credits the billing account when the file is sent. In this case, the member was scheduled to draft on 4/1/2016, and the information was sent to their bank on 3/29/2016, and credited their account for the payment of $136.00. When the policy cancelled, a refund was generated and accounted for the 4/1/2016 payment of $136.00. The refund was cashed by the member on 4/6/2016 therefore we will not be able to credit the payment amount back to the member's bank account since the member has already received the refund in check form.Please let me know if I can be of further assistance on this matter. Thank you.

November 08, 2016
 
Revdex.com
[redacted]
[redacted]
 
RE:                  
            Customer/Claimant:...

[redacted]
            Date of Loss: 05-25-2015
 
To Whom It May Concern:
 
This letter is written in response to the above-mentioned complaint filed by [redacted].
 
This complaint arises out of an auto accident and a subsequent auto insurance liability claim where Mr. [redacted] has filed a claim for his wife’s injuries against one of our insured’s.  We have asked Mr. [redacted] to submit her medical bills and records to us for review.  If he previously sent the medical bills and records to us, we did not receive them and have requested that he resubmit them to us again.  This policy and claim are not like a medical or hospitalization insurance coverage.  There is no provision for payment of medical bills as they are incurred.  The payment of this claim will be in the form of a onetime payment and settlement of any and all claims after all treatments have been completed.  This has been explained to Mr. [redacted] more than once. 
 
We remain ready to review Mrs. [redacted]’s medical records and settle this claim but they must comply with our request to submit the damages and claim to us for review and settlement which still has not been done.
 
Respectfully,
 
[redacted]
District Claims Manager
Texas Farm Bureau Insurance Companies

Complaint: [redacted]
I am rejecting this response because once again Texas Farm Bureau is basing their claim denial on speculation.  Speculation made by employees that are compensated for denying claims.  They have now changed their reason for denying my claim (for the 4th time) to the damage being caused by exposure to water over time.  This truck is a 2016 and had 21,539 miles on it when this damage occurred. That's not a lot of time for the damage to occur.  (I also own a 2010 Ford F350 diesel with over 250,000 miles on it.  It has never had this problem.) Ford, the manufacturer of this truck and engine have stated that this damage is due to EXCESS water in the fuel.  Ford also stated that the fuel did not have to come from the immediate tank of fuel prior to the damage.  I just got back for a long trip (7 hours one way) so I had several tanks of fuel in the truck within a few days.  Texas Farm Bureau states that the last location where I fueled my truck did not have any other complaints about excess water in their fuel.  I work in the crude oil business, water in diesel fuel separates out.  A small amount of water in the station tank could exist and have been pumped in to my tank and there could have been no other customers get high amounts of water in their fuel.  I filled up at that station very early in the morning.  What if I was the first customer to buy diesel from that tank at the station that morning.  What if the all the water in the station fuel tank settled overnight and ended up in my truck.  Texas Farm Bureau likes to speculate, but only if it helps them deny claims.  Why not speculate in favor of the truck owner, because they get compensated to deny claims. Texas Farm Bureau continues to deny my claim by changing the reason they are denying my claim after I prove their speculation wrong with facts.  Their employees say don't bother suing in court because I cannot win due to the way the policy is worded.  They explained that bottom line Texas Farm Bureau can pay or not pay any claim based on whatever they feel like that day.  They have the ability to deny claims even if their reasoning is not supported by facts.  They pay their employees to deny claims. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though I disagree with the fact that multiple voicemail's were left for [redacted] and he acknowledges that he only checks them once every 2-3 days. I have sent them my title and am awaiting a check for my truck, so it should be resolved shortly.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]I would like to receive my deposit back.  As of now I have not received anything.  When I receive my deposit I will be content.  And will consider the matter closed.

[redacted], District Sales Manager spoke with Mr. [redacted] by phone.  Mr. [redacted] admitted that he did not open his mail from Farm Bureau Insurance.  If he had he would have received notification sent April 15th, 2016 that the policy would be non-renewed effective May 20th, 2016.  That...

notification provides adequate time to secure coverage elsewhere.   It is very unfortunate that a claim occurred, but we must stand by the decision to deny coverage.    [redacted]
[redacted]
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