Kemptons Quality Pools & Spas

Thank you for you letter dated May 24, 2017, received in our office that same dateYou request ERIEreview and respond to our insured~s concerns regarding his request for information regarding dates andaddresses that we would have mailed a specific magazine to him.Upon receipt of your letter to our office, we mailed a response directly to MrPyle addressing hisconcernsEnclosed is a copy of the responseBased on the information provided in the letter to Mr.Pyle, we believe we have resolved his current concerns.We believe we have provided the information to assist with the review of your above referenced fileIfwe can provide any additional information or clarity, please contact our office at (814)2228.Sincerely.Stephen *R [redacted] **., ACSAINS, AIS, AU,dcExecutive Support DepartmentOffice of the President

December 8, 2016Re: ERIE Insured: [redacted] E R IE Homeowners Policv # [redacted] Claim #[redacted] Date of Loss: 'November , 2016B B B ID # [redacted] Dear Mr [redacted] Thank you for your letter dated December 2016, received in our office on December 6, You request E R IE reviewand respond to the Policyholder complaint regarding the handling of their claim.In review of our claim file, the following chain of events occurred:• The insureds reported to E R IE on November 2016, that they sustained water damage to the ceiling area of thehome located directly below an upstairs bathroom.• ER IE 'S Adjuster conducted an investigation and determined the cause of loss to be repeated seepage of water from ashower located in the insured’s upstairs bathroomThe adjuster determined that the shower leakage caused damageto the drywall located on the ceiling located directly below the bathroom showerER IE 'S Adjuster provided Mr[redacted] with information regarding possible denial of coverage due to the applicable policy exclusion as follows:kAccidental Discharge Or Overflow Of Water O r Steam2) This peril does not include loss:(a) To the system or appliance from which the water or steam escaped;(d) Caused by:(i) Constant or repeated discharge, seepage or leakage of water; or( ii) The presence or condensation of humidity, moisture or vapor;over a period of weeks, months or years.ERIE further advised Mr [redacted] that although the resulting drywall damage would qualify for coverage, theestimated cost of repairs would be less than the applicable policy deductible.ERIE has since consulted with an engineering firm and await their final report to confirm the cause of lossERIE continuesto service this claim on behalf of the insured and will contact Mr [redacted] to discuss the final results of our investigation.We believe we have provided the information necessary to assist with your reviewI f we can provide additional informationor clarity, please contact our office at ###-###-####.Sincerely,Stephen *R [redacted] **., ACS, AIMS, AIS, AU, CICExecutive Assistant IIOffice of the PresidentSR: [redacted]

January 3,[redacted] ***Revdex.comServing Western Pennsylvania [redacted] ***Re: ERIE Insured: [redacted] ERIE Homeowners Policy # [redacted] Claim # [redacted] Date of Loss: November 2016Revdex.com ID # [redacted] Dear Mr [redacted] Thank you for your letter dated December received in our office on December You request ERIE reviewand respond to the Policyholders additional concerns regarding the handling of their claim.In review of our claim tile, the following chain of events occurred:• FRI F discussed ~ ith Mr [redacted] that as a result of our investigation in gaining access to detcrmine tile cause of thisclaimthat we would be responsible to make repairs to any shower tile that had to be demol ishecl in order to gainaccess to the shower pan as well as damu’e to the ceiling beneath the shower area of his home.• Mr [redacted] spoke with ERIE on December 14, stating that lie believed that the contractors assigned to provideestimates were coached by us to decline from ollering any estimatesERIE found no merit to such an accusationand agreed to contact all contractors in question and request they release and requested estimates to make necessaryrepairs to Mr [redacted] s property at their own discretion.• Mr [redacted] expressed concern that the special order tile is no longer made and is requesting ERIE replace all tile inthe bathroom area of his homeERlE's Claim Supervisor spoke to Mr [redacted] on December and informedhim that it would take approximately 7-ID business days before a tile expert would be able to provide an opinion onmatching tileERIE informed Mr [redacted] once we hear back from the tile expertwe would follow up with theresults of their analysis.• ERIE continues to service this claim on behalf of the insured and will contact Mr [redacted] to discuss the final resultsof our investigation.We believe we have provided the information necessary to assist with your reviewIf we can provide additional informationor clarity, please contact our office at ###-###-####.Sincerely.Stephen [redacted] R [redacted] **~., ACS, AINS, AISAU, CICExecutive Assistant IIOffice of the PresidentSR: [redacted] ***The ERIE

Revdex.com:I do not agree with the policy of not returning any bank fees to me as I believe when a payment is made early it is a positive thingIn this instance it was not since it resulted in a negative payment in my accountI was never ever told of the policy to call into my agent or into Erie insurance to report an early paymentI feel the accounting and policies are antiquated and could use an update.? 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I should NOT have to supply documentation on my home owners insurance when I NEVER SIGNED UP FOR HOME OWNERS INSURANCE WITH ERIE TO BEGIN WITH! That’s the whole issue!! They are billing me for a service that I didn’t even sign up for! At the time of being with Erie I didn’t even own a home or rent for that matter! It should be unlawful for companies like this to bill customers for services they never signed up for to begin with and then hound them constantly for money that the company doesn’t deserve to begin with! Erie will not be getting a dime from me or making me jump through any hoops for there scams! Regards, [redacted] ( [redacted] )

This letter is in response to your correspondence dated and received on July 19, 2017, regarding a complaint made by the abovereferenced insured.The insured [redacted] had an excessive speeding violation on May 1,2016, driving miles per hour in a mile per hour zone.ERIE’s underwriting standards for the Commonwealth of Pennsylvania stipulates that we will not insure operators who have, in thelast three yearsa speed violation of miles per hour or more, or a speeding violation of2O miles per hour or more above the limit.Ms [redacted] driving record of driving almost miles per hour above the limit clearly does not meet ERIE’s underwriting eligibilityrequirementsThe policy was to been effective on July 20, but because the insured did not quaIify’, the policy did not go intoeffectEnclosed is a copy of the motor vehicle record for [redacted] ***.If we can provide your office with additional information or claim any item, please do not hesitate to contact me at [redacted] ***.Karen [redacted] M***, CPCU, AIMAINS, AIS, CPIWSenior Executive AssistantOffice of the President

Thank you for your letter dated December received in our office on December You requestERIE review and respond to Ms [redacted] concerns regarding her request to backdate cancel her policy.In review of our filethe following chain of events occurred:• Ms [redacted] states in her letter to your office that she cancel her ERIE automobile policy and obta nedreplacement coverage with another carrier effective June Ms [redacted] states that a localautomobile dealership made arrangements to cancel her policyERIE’s policy conditions state that wemust receive written notification from an insured in order to properly cancel any policy ERIE did lotreceive such notice.• ERIE received verification of replacement coverage on December indicating she obtainedcoverage with another carrier effective June 30, Upon receipt of this informationERIE agreed toremove her from collections and credit her policy retroactively effective June 30, 2016.We believe this information should assist you with closing your fileIf you require any additional information,please contact me directly at ###-###-####extension ***.Sincerely.Stephen VRupp Sr.Executive Assistant IIOffice ofthe President

Dear Ms [redacted] :Thank you for your letter dated January 18, and received in our office January 18, You request ERIE to review and respond to the insured’s concerns regarding her estimated replacement coverage on her ErieSecure Home Policy.According to our file information Ms [redacted] ’s was first written effective February 11, with the [redacted] agencyThe policy was written with an estimated replacement cost of $267,On January 18, 2017, Hometown Insurance and Real Estate Agency reduced the estimated replacement coverage to $205,This resulted in a $reduction in premium for the to term and $for the entire - term.Effective June 1, 2017, Ms [redacted] s requested that her policy be transferred to the [redacted] AgencyBoth agents agreed to the transfer and Erie processed the changeDuring the new agent’s review with Ms [redacted] s, she questioned why the estimated replacement cost had been reduced to $205,from $267,During this review the agent spent approximately hours going over all of her property’s coverages.In an effort to determine why the estimated replacement cost was reduced we reached out to Ms [redacted] ’s former agent, [redacted] , to discuss the application and changes that took place on the policyThe agency principal advised that the agent who wrote this policy no longer works for that agency and cannot confirm what took place and advised there is no written documentation of the changes requested or performed.As far as current policy with [redacted] Agency, we have spoken with agency principal and discussed what has taken place since he has took over this policyWe agreed that the agency will perform a New Home Cost Estimator and amend the estimated replacement cost for the insuredI have obtained the new Home Cost Estimator from the agency [redacted] AgencyThe new Home Cost Estimator lists $242,The agency will speak with the insured only by via e-mail to confirm if and any changes need to be done.As of Thursday, January 18, 2018, the agency has e-mailed Ms [redacted] s regarding the coverage amount and what she would like to do with her replacement costAs of January 19, 2018, the agency is still awaiting her response.The type of policy that Ms [redacted] s has is a guaranteed replacement cost policyThe estimated replacement cost is based on the Home Cost Estimator as what it would cost to rebuild the homeThe estimator cost is listed on the policy, but that is not the amount that is guaranteedThe guaranteed amount would be based upon what the replacement cost is.Based on the inflation guard which is outlined in her policy, the estimated replacement guard will slightly increase annuallyIf Ms [redacted] s prefers to go higher she would need to review that with her agent and need to be confirmed in writing.If you have any further questions, please contact me at [redacted] .Sincerely,Nicholas K [redacted] Executive Resolution ExaminerOffice of the President?

This is in response to your letter dated June 20, 2017, which we received on the same date.According to our information, this Automobile Policy renewed effective December 17, The yearlypremium was $and the customer selected the pay in full option in which the entire premium is paid on orbefore the effective date of the renewalNo payment was received; therefore, the payment plan reverted to PlanD, in which the yearly premium is divided into four quarterly installments, adding a $service charge to thefinal three paymentsA new invoice was sent dated January 27, requesting $A second invoice wasmailed February 24, requesting $be paid as the December and March installments were now dueNopayment was received, therefore a Notice of Cancellation issued March 23, indicating the policy wouldcancel for nonpayment of premium effective April 24, unless $was paid by that dateNo paymentwas received, therefore the policy canceled as indicated in the noticeA final Notice of Policy Balance wasmailed to the customer dated May 31, indicating that an earned premium balance of $remains due forthe time coverage was in effect from December 17, to April 24, All Notices were mailed to the lastknown address for the customer, [redacted] .It is extremely regrettable that the customer is now deceased and that the policy has cancelled, however, given theinformation above, it appears that the cancellation was proper and in keeping with our proceduresCoverage wasin full effect on the vehicle until the cancellation date of April 24, No payment was made for the fourmonths of that coverage, therefore no adjustment can be made to the payment that is due.Thank you for the opportunity to respond to this inquiryIf further information is needed, you may contact me at###-###-####.Sincerely,Denise H***, API AIS, AINS, CPIWExecutive Assistant IIOffice of the President

Dear Ms [redacted] :Thank you for your letter dated February 14, which we received on that same dayYou request ERIE review and respond to the insured’s concerns regarding the cancellation for non-payment of premium effective December 26, 2017, and the non- responsiveness of their agency.A review of our file revealed that Mr [redacted] ’s policy was written as new business on April 20, 2017, with an annual premium of $Mr [redacted] was on Payment Plan D, which is Quarterly, with installments due May, July, October and JanuaryWe received timely payments for the May and July installments.On September 29, 2017, we mailed an invoice for the third installment of $to be due on October 20, When we did not receive thispayment, we mailed a second invoice on October 30, asking for the payment to be due on November 20, 2017.When we did not receive this payment, we issued a Notice of Cancellation on November 24, A copy of this notice and proof of mailing are included in the letter.Mr [redacted] also alleges that the agent failed to respond to phone calls and emails regarding the cancellationI have spoken with the agent and they advised that they have no record of receiving phone messages or emails from Mr [redacted] The agent confirms that they "have a VoIP telephone system that alerts them of any voicemails that are left by also emailing themThe agency has a strict hour time frame to contact someone back if they do contact their office.The insured did reach out to the agency on December 26, 2017, while the agent was out of the office and was told by a co-worker they would review this cancellation with ERIE and contact him backThe agent called Mr [redacted] on December 27, which was after the cancellation dateShe informed the insured that ERIE could not reinstate the policy and she would be able to place him with another carrierThe agent did confirm when she spoke with the insured that she had the correct telephone number and email address as she had not received anything from him.The policy will remain cancelled effective December 26, and the insured owes an Earned Premium balance of $269.50.Based on the informationprovided, we ask that you support the Cancellation for Non-Payment of Premium effective December 26, If you have any additional questions, please contact me at [redacted] .Sincerely,Nicholas K [redacted] Executive Resolution Examiner IOffice of the President

Thank you for your letter dated October 3, 2017, received in our office on October 4, You request ERIE review and respond to the insured’s concerns regarding cancellation of the above-captioned policies.Upon receipt of your letter to our office, we contacted the insured’s representing ERIE Agent who confirmed at no time did Mr [redacted] provide a request to cancel the above-captioned policies in writing prior to the date of cancellation or non-renewalPlease see the policy language below applicable to the need for documented request to cancel.CANCELLATION AND NONRENEWAL Your Right To Cancel “You” may cancel this policy by mailing or delivering to “our” Agent or “us” written notice stating at what future date “you” want the cancellation to take effect“We” may waive these requirements by confirming the date of cancellation to “you” in writing.When the agent learned the insured obtained replacement coverage with another insurance carrier, they requested Mr [redacted] provide front page copies of the current carrier’s declaration pages to ERIE for our review in consideration of backdate cancelling the policies in questionMr [redacted] has not provided verification of any other insurance coverage to this point.Mr [redacted] states in is letter that he requested the policies be cancelled and his address be changedERIE confirms at no time have we received any such request.In order to best service the concerns of Mr***, we would encourage him to provide either his Agent of ERIE with an updated address change and front page copies of his declarations to we can confirm continuous coverage and send future mailings to the proper mailing addressWe also request ERIE’s Agent send a letter to Mr [redacted] requesting this same information in order to best assist his request to cancel to any specific date he is requesting.We appreciate the opportunity to address the insured’s concernIf we can be of any further assistance, please contact our office at [redacted] , extension ***.Sincerely,Stephen *R [redacted] Executive Assistant IIOffice of the President

This is in response to your letter dated May which we received on the same date.ERIE has thorough reviewed the matter of the rental coverage expense for the claimants, [redacted] and [redacted] Given the fact that the delays for the rental were based on scheduling, as well as other repairs notinitially discovered, we have agreed to issue the remainder of the rental payment to the claimantsA check in theamount of $has been issued dated Ma) 16, 2017.We believe this resolves this matterIf further information is needed, you may contact me at ###-###-####,extension ***.Sincerely,Denise H***, API AIS, AINS, CPIWExecutive Assistant IIOffice of the President

This is in response to your letter dated September 14, 2017, which we received on the same dateYou request ERIE review and respond to the insured’s concerns regarding cancellation of their policy for non-payment of premium and earned premium due.The insured states that ERIE overcharged the account for the above-captioned policy in effect from December 15, to April 22, The insured is requesting that ERIE disregard the earned premium due because he never filed a claimUnfortunately, because coverage would have been provided per the insurance contract, ERIE is not willing to disregard current earned premium due in the amount of $This amount has since been referred to collections.We appreciate you providing ERIE the opportunity to review and respond to the insured’s inquiryPlease contact our office if you require any additional information or clarity at ###-###-####.Sincerely,Stephen VR [redacted] ***, ACS, AINS, AIS, AU, CICExecutive Support DepartmentOffice of the President

This is in response to your letter dated and received July regarding Mr [redacted] complaint filed with your office related to the cancellation of his Erie Insurance Company AutoPolicy effective June for non-payment of premium.In reviewing our records we find that the [redacted] policy originated August Coveragehas been provided annually to the most recent renewal effective August On July 30,2016, ERIE issued and mailed the [redacted] renewal policyOn August 8,a billing invoicewas mailed requesting payment in full by August The payment plan was amended anda billing invoice was mailed September 8,2016, requesting a payment of $by September29, On October 10, 2016, a billing invoice was mailed requesting a payment of $316.75by October 31, 2016.On November 1,2016, a cancellation notice was issued and mailed advising of a cancellationeffective December 3, 2016, for non-payment of premiumThe notice requested a minimumpayment of $due by December 3,2016, to avoid cancellationOn December 6,2016, arescind notice was issued and mailed acknowledging receipt of the insured’s payment of $.00on December 5,2016, and the rescission of the cancellation.On December 8,2016, a billing invoice was issued and mailed requesting a payment of $313.50by December 29, On January 9,2017, a billing invoice was issued and mailed requestinga payment of $by January 30, 2017.On February 1, 2017, a cancellation notice was issued and mailed advising of a cancellationeffective March 5,2017, for non-payment of premiumThe notice requested a minimumpayment of $due by March 5,to avoid cancellation.On March 2,an amended policy was issued and mailed to the [redacted] confirming a changerequested to the policy.On March a rescind notice was issued and mailed acknowledging receipt of theinsured’s payment in the amount of $on March 3,and rescinding the cancellation.On March a billing invoice was issued and mailed requesting a payment of $byMarch On April 10, a billing invoice was mailed requesting a payment of$by May 1.2017.On May a cancellation notice was issued and mailed advising of a cancellation effectiveJune 3,due to non-payment of premiumThe notice requested a minimum payment of$by June 3,2017, to avoid cancellation.No payment was received and the policy cancelled effective June On June afinal statement was issued and mailed confirming the cancellation effective June 3,andincluding billing for $representing the remaining earned premium due for coverageprovided up to June 3.2017.Mr [redacted] contacted ERIE on July regarding the cancellation of his policy1-Ic wasadvised that the policy was canceled effective June 3,2017, and the policy would not bereinstatedMr [redacted] contacted ERIE again on July 18, 2017, and was again advised that thepolic) would remain canceledMr [redacted] requested copies of all correspondence mailed fromMarch of to June of ERIE mailed the requested correspondence to the [redacted] onJuly by certified mail.Based on the above, we believe our action to be appropriate and look for your support in thismatterIf you should need any additional information, please feel free to contact me directly at [redacted] Sincerely, Gretchen AT***, AINS, AlS, CPIWExecutive Assistant IIOffice of the President

Thank you for your letter dated December received in our office on December You requestERIE review and respond to Ms*** concerns regarding her request to backdate cancel her policy.In review of our filethe following chain of events occurred:• Ms *** states in her letter to
your office that she cancel her ERIE automobile policy and obta nedreplacement coverage with another carrier effective June Ms*** states that a localautomobile dealership made arrangements to cancel her policyERIE’s policy conditions state that wemust receive written notification from an insured in order to properly cancel any policy ERIE did lotreceive such notice.• ERIE received verification of replacement coverage on December indicating she obtainedcoverage with another carrier effective June 30, Upon receipt of this informationERIE agreed toremove her from collections and credit her policy retroactively effective June 30, 2016.We believe this information should assist you with closing your fileIf you require any additional information,please contact me directly at ###-###-####extension ***.Sincerely.Stephen VRupp Sr.Executive Assistant IIOffice ofthe President

Dear Ms***:Thank you for your letter dated December 17, 2017, received in our office on December 18, You request ERIE review and respond to our concerns regarding the automatic renewal of their ERIESecure Rental and Special Property Insurance Policy effective August 24, 2017.In review of
our file, the following chain of events occurred:ERIE mailed a Continuation Notice to the insured on July 1, 2017, indicating the above captioned policy was automatically renewing for the policy period of August 24, to August 24, The Continuous Policy Condition located in the policy jacket, and shown below, clearly outlines that ERIE’s policies automatically renewIt also provides the policyholder’s responsibilities show they choose not ton continue their ERIE policy:CONTINUOUS POLICYThis policy is a continuous policyIt will continue in force until cancelled by “you” or terminated by “us” as explained in the CANCELLATION AND NONRENEWAL conditionEach year “we” will send “you” a “Declarations” that shows the premium due for the next policy periodIn return for this service, “you” must mail “us” written notice prior to the new policy period if “you” want to cancelIf “we” do not receive this notice, this policy remains in force and “you” must pay “us” the earned premium due for this time.ERIE would be willing to consider backdate cancelling this policy of insurance in the event the insured would be willing to provide proof of replacement coverage with another insurance carrierWe would encourage the insured to contact our office or their representing ERIE Agent for any further consideration of crediting this account.We believe the information provided should be helpful in assisting you with your fileIf additional information or clarification is required, please contact our office at *** ***.Sincerely,Stephen ** R*** **., ACS, AINS, AIS, AU, CIC Senior Executive Resolution Examiner Office of the President

Revdex.com:I do not agree with the policy of not returning any bank fees to me as I believe when a payment is made early it is a positive thingIn this instance it was not since it resulted in a negative payment in my accountI was never ever told of the policy to call into my agent or into Erie insurance to report an early paymentI feel the accounting and policies are antiquated and could use an update.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***:This is response to your follow up letter of May 16, 2018, which we received on the same day regarding Ms***’s request that ERIE explain why the misapplied payment to her policy took ERIE so long to catch.Considering the amount of payments we receive on an annual basis, when a payment is misapplied it can take a substantial amount of time to track down the errorAs soon as we did catch this error we took the appropriate steps to notify both policyholders that were involved and worked to get this money transferred to the appropriate policy.As I stated in the prior response, Ms*** received money that was not hers and we have an obligation to recover that amount from her so that it can be given to the correct policyholder.Again, we apologize to Ms*** and for the burden this has placed on herIf we can provide additional information or clarify any item, please do not hesitate to contact me at *** ***.Sincerely,Becca S*Executive Resolution ExaminerOffice of the President

I emailed my *** bill with call history to *** to show that I did not receive multiple calls from *** *** but one call after I called *** *** on July 3, the one call I received from *** *** was missed and the voice mail said this is mike returning your call nothing about my car being readyAlso I did not cal *** on July 5th asking to extend my rentalI called *** on July 10th after calling *** and finding out that my car was done a week agoYou can see in my call history for both that did not get multiple calls from *** ***, zero calls from Erie insurance and that I did not call *** on July 5thI would not want to drive a rental and pay extra if I New my car was done*** Venza is a bigger car then Nissan Altima the rental they I had I'm very disappointed with the information that Erie insurance is providing This is *** ***I emailed my *** bill with call history for July to ***My number is ###-###-####Showing that I didn't not get multiple calls from *** ***, zero calls from Erie insuranceI got one call after calling *** *** 7/3/and the voice mail said this is mike returning your call, nothing about my car is ready to be picked upI still have that voice mail saved, I'm not sure how to foreword that to you Also I did not call *** on July 5th asking to extend my rentalI called *** on July 10th asking if Erie insurance is still covering my rental

This is in response to your letter dated November We are sending a copy of this letter to Ms*** forher information.When Ms*** requested cancellation of her Policy ***the policy was canceled at her request and afinal bill was mailed to her indicating that $was due
tip to the cancellation date oF June theAgent started a new policy for her effective June under Policy ***Howeveras sheindicates in her lettershe obtained insurance through another carrierWe have received proof of replacementcoverage effective 7/8/so the policy will cancel as of that dateThere will be a small premium owed or theperiod of time our policy was in Force From 6/30/16-7/8/16.We sincerely regret that our customer was dissatisfied and believe this matter is now resolvedIf furtherinformation is neededyou may contact me at ###-###-####extension ***.Sincerely.Denise H***, API AIS, AINSCPIWExecutive Assistant IIOffice of the President