Kingsway America, Inc.

As stated in the complaint filed by *** *** her insurance carrier, *** has paid for the repairs to her vehicle. We have received their subrogation proofs and have extended them an offer of settlement. At this time we are waiting to see if *** will accept the offer. If they
accept the offer we will issue payment to them and they will reimburse Ms*** all or the portion of her deductible that they would owe her. We have not received a response to our offer that was originally sent to *** on 1/18/and a follto the offer that was sent on 2/23/16. At this point we can do nothing until we hear from *** on the outstanding offer

This accident was reported to us by the complainant. Despite our attempts to secure a statement from our driver by phone and mail, our insured had not cooperated with our investigation until today. After obtaining a detailed account of the accident from our driver, we were able to bring
this matter to resolution with the complainant.*** ***Claims Manager

Initial Business Response /* (1000, 5, 2015/06/05) */
Contact Name and Title: *** *** Claim Unit Mgr
Contact Phone: 847/XXX-XXXX
Contact Email: ***@kingswayamerica.com
Please be advised that we have reviewed the file and have issued payment for the $1,estimate that the complainant
submittedShe was instructed to forward her estimate to *** Adjustment Company and we were waiting for them to review and approve the estimateShe sent us a copy on 5/1/and the adjuster thought she also sent it to *** to reviewUpon receipt of the complaint it was determined that she only sent it to the adjuster here, so we decided just to pay it from the estimate rather than sending on for reviewWe regret any misunderstanding

I have attached a copy of our response to the IL DOI complaint that Mr*** also filed.May 20,
Illinois Department of Financial and Professional Regulation Division of Insurance WWashington Springfield, IL 62767-IL DOI Complaint: ***-*** Claim#: *** Insured: *** *** Complainant: *** *** Insurance Company: KAI Advantage Auto NAIC#: *** Dear *** ***: This is in response to the complaint filed with your office and the Revdex.com by *** *** because he had not heard from KAI in regards to his pending claimThe accident involved the vehicle insured on the policy that *** *** has with KAI. The vehicle was being driven by *** *** who was not listed on the policy. Ms*** had her own vehicle that was insured with *** and reported the accident to ***. When *** realized that the vehicle involved was insured with KAI they reported the loss to our officeWhen *** reported the claim they did not have Mr***’s information or a copy of the police reportKAI was able to obtain a copy of the police report but Mr*** had already filed this complaint. The adjuster contacted Mr*** and his carrier *** *** and they both confirmed that he is pursuing the claim thru his policy with them. At this time we are pending *** ***’s subrogation proofsIf you have any questions or concerns, please feel free to contact the undersignedSincerely, *** *** Claim Unit Manager KAI Advantage Auto, IncProgram Manager for *** Insurance Company, Inc

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
In reference to complaint ID ***, the business satisfactorily compensated me for the poor customer serviceI consider the case closedThank you for your assistance.
Regards,
*** ***

Initial Business Response /* (1000, 10, 2015/09/18) */
Contact Name and Title: *** *** Underwrite
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mendota-insurance.com
I have communicated with the complainant regarding policy PAXXXXXXXI confirmed with her that the policy information
indicated that she was the policy holderWe have communicated via phone, Email and US Postal ServiceWe are working together so see if we can reduce the amount owedShe asked for more time so she can review the informationI sent her everything she requested and am giving her the time she needsI will wait for her response and we will proceed accordingly

We attempted to contact *** *** yesterday to try and resolve this issueWe have not heard back yet but we would like to talk to *** *** to try and come to a mutual resolution regarding this matter
Thank you,
Jenna F*, Executive Assistant

Complaint: ***
I am rejecting this response because: The accident took place in September 15, and my many, many contacts were left unrespondedMy insurance company, *** has been trying to reach them in multiple occasions and KAI Auto Insurance never complied with their legal responsibilitiesKAI never made any attempt to resolve the issueAdditionally, I'm not sure about the length and the process of processing complains from Illinois Insurance BureausAs a result, I am requesting Revdex.com's attention in this regard since it's a reputable honest organization
Sincerely,
*** ***

Our office Manager Stephanie M*** spoke with Mr*** regarding the late fee we believe on Sept7th Prior to that he had talked with Ingrid our Title Clerk because at first we thought he was calling regarding titling and registering the vehicle with the DMV After speaking with Mr
*** they came to understand he was referring to the county and a late filing fee for personal property taxes The dealership had completed the title work which registers it with the DMV for the State as required by law within days It is the tax payers responsibility to notify their COUNTY of any newly acquired vehicles or property that would fall under that county's jurisdiction In Mr***'s particular county they require that the tax payer notify them within days of the transaction We are sorry for any misunderstanding that Mr*** experienced during the purchase of his new vehicle and value him as a customerIt is my understanding that Mr*** acknowledged during one of the phone conversations that he had been confused and understood now that we registered the vehicle with the state (DMV) only and that registering vehicles with the county is the buyers responsibility

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. My address has recently changed and is now *** *** *** Way, Herndon, VA
Regards,
*** ***

Date: Tue, Jan 30, 2018 at 1:26 PMSubject: [redacted] complaint #[redacted]To: [redacted] Dear [redacted], Thank you for bringing this to my attention.  Due to the misunderstanding and as a good will gesture and effort to uphold our goal of superior customer care we will reimburse the customer for the late filing fee in the amount of $84.70 per Mr. [redacted]’s request.  Can you please confirm for us that the address we should send the check to is still [redacted] Ct. Herndon, VA 20170?  Kindest regards,  Christine  H

Date: Tue, Sep 6, 2016 at 5:56 PMSubject: Response to complaint by [redacted]I spoke with the customer regarding the purchase of his car.  When I sat down with him he explained to me that he was going through a divorce and when his wife saw he bought a new car she got very upset.  He...

asked that I take the car back.  When I told him we do not allow people to return cars, but that I would be happy to help him trade it for a different car that was less expensive, he became frustrated.  He then accused my team of not telling him the cost of the car and of selling him products that he did not approve.  I pulled the deal and showed him where he signed 13 different times approving the selling price and the cost of the service contract.  However, I did tell him he could cancel his service contract and that I would refund him his money that day.   He asked me if I would work with him on trading the car for a used car.  I said of course and set him up with my top sales consultant .  That sales consultant spent time with him going over different options that we had.  In the end he said he wanted to keep his new car.  Just recently he asked to cancel his service contract.  We emailed him the information, processed it and sent him the check.  The check bounced back to us because the address he provided was not accurate.  We then left the check, which has been picked up, at our reception area.  We do not allow people to return cars that have been purchased, but with that said we have a 3 day exchange policy which we honored.  Thank you, Angela K

We spoke to [redacted] this morning about the repair on his vehicle. We have ordered the appropriate parts and let [redacted] know we would let him know when the parts came in so we can schedule him an appointment to fix the shifter. As for the other complaint, the confusion is when we do...

financing thru our lending source they require the dealer to perfect the lien for the bank. If this fails to get completed we become responsible for the loan. Sometimes based on the bank they require additional funds to do the loan. The taxes and down payment are separate issues.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 so long as the repair is done at no cost. 
Regards,
[redacted]

Tony N[redacted] the Fixed Ops Director has called and spoke with the customer.  The customer has agreed to return to the shop and stated he would be satisfied once he has allowed us to make the repairs accepting our offer for him to use one of our loaner cars while the repairs are being made.

Sent: Friday, April 07, 2017 10:13 AMTo: '[redacted]' <[redacted]@myRevdex.com.org>Subject: RE: [redacted] Complaint ([redacted]) [redacted] sold us his 2014 [redacted] on Saturday, February 18th, 2017.  The paperwork was received by our Accounting department when they opened Monday...

February 20th, 2017.  There was a payoff on this vehicle and the check was sent out for the payoff that same Monday, February 20th by accounting.  An equity check was cut to [redacted], however our policy is that we do not release the equity check until we’ve receive the title from the bank.  This VA title record had an electronic lien that was released on March 3rd, 2017 then mailed to the dealership.  The DMV does not always mail out titles the same day they release the electronic lien, and the title was received by us late in the following week around the 10th of March.  On Monday March 13th the accounting office was notified that [redacted] had called asking for his check.  He wanted it as soon as possible and the check was released to his Sales Representative that day.  On Tuesday March 14th, 2017 the Sales Representative drove the check to [redacted]’s home to be hand delivered.  Our Sales Representative states that the customer was made aware of how long the payoff process would take from day one, as it was explained to them at the time of transaction that it could take up to 4 weeks for us to receive a title back from their bank and that the equity check would not be released until the title had been received.  The entire process took slightly less than 3 ½ weeks from the morning the car was sold to the dealership to the date that the check was hand delivered.  Christine H

The complaint was filed because [redacted] needed her vehicle repaired.After receiving the complaint dated 10/19/16 the file was reviewed and approved for payment the same day.Payment was issued on 10/19/16 to [redacted]-[redacted] and [redacted] and [redacted] for...

$6,210.85.Please note that this loss happened on 10/8/16,wasn't reported until 10/10/16 so it was settled within  10 days.

The claim was denied based on the policy exclusion because the keys were left in the car at the time it was taken.  The denial and policy wording is below:"Forensic examination concluded the vehicle was driven with a key.  Upon your own admission, you left your keys in the ignition...

running.  Your policy reads under: PART V — PHYSICAL DAMAGE COVERAGE Exclusions. This policy does not apply and does not provide coverage under Part V: (n) to loss due to theft under Coverage G of Part V if evidence exists that forcible entry was not required to gain access to the automobile (s) to loss due to theft if the keys to the automobile were left within the automobile or if evidence indicates the ignition wiring was not altered to allow the operation of the automobile without keys;" The denial stands.

Tell us why here...March 28,...

2017                                      ...⇄                                         ...⇄ [redacted] S [redacted] APT 132Los Angeles CA 90016 RE:                   Insured:                        [redacted]                        Policy:                          [redacted]Claim Number:              [redacted]Revdex.com File Number:          [redacted]Complainant:                 [redacted]Date of Loss:                March 2, 2017 Dear [redacted]:   This letter is in response to a Revdex.com complaint filed by you regarding the above referenced accident. This loss was reported to [redacted] Insurance on March 2nd by yourself. You reported that our insured vehicle hit your vehicle.    We were able to secure your statement on March 8, 2017 and [redacted] was set up to view the vehicle.  We received you estimate and it was determined that it was a total loss. On March 17, 2017 we were able to secure the insured statement and at that time liability was accepted.   You were also advised of same and also notified that your file would be transferred to the total loss department to go over the value of the vehicle.    The file was requested to be transferred on Friday 3/17/17.   On Monday 3/20/17 the file was assigned to a total loss adjuster. On 3/22/17 the total loss value was determined and offers were made via voicemail.  All documents were sent at that time.      On 3/27/17 value was provided verbally and you advised you did not want the vehicle.     At this time, we are awaiting your documents in order to complete the total loss and for a check to be issued. Should you have any questions regarding this matter, please do not hesitate to contact me.  Sincerely, [redacted] FCLSClaims Manager[redacted] Insurance Company