Ladner Esso

We promptly processed [redacted] ***s requested policy cancellation, and attempted to process his subsequent refund, but unfortunately the credit applied to the credit card on file failed because the account had been closed We then mailed a refund check to the address on file, which failed because [redacted] had moved and did not advise us of his new address.We subsequently spoke with [redacted] and agreed to deposit the amount owed him into his checking account, which we did on Friday, September **, by way of a wire-transfer We have also expressed to [redacted] on numerous occasions our apologies for any miscommunications between usWe now believe that [redacted] *** has been made whole, and this matter may be closed

I have reviewed [redacted] ***’s recent experience with us, and wish to acknowledge that we did indeed make several handling errors as we attempted to process his? refund.? ? We eventually did successfully remit a refund to his bank account, but that process did indeed take much longer than it should haveI want to sincerely apologize to [redacted] for this poor experience.? ? ? If [redacted] want to discuss his experience further, please have him call our Head of Service Delivery, Jeff G [redacted] who can be reached at ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I agree with everything except for the EXCUSE that the check mailed failed because " [redacted] moved"I did not moveIve lived at the same address for many yearsThe person responsible for mailing the check made an significant error by sending it to an address in New York which I have never lived at or provided to themIt was yet another clerical error on their partNothing was done expeditiously and I was treated poorly and ignored for monthsI will accept the response when Hiscox takes responsibility for their actions instead of blaming it on their customersI regret ever doing business with them, I'll admit to that mistake In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] Dear [redacted] ***: This will acknowledge and respond to the recent letter from the Revdex.com Serving Metropolitan New York (the “Revdex.com”) to Hiscox Inc.’s [redacted] (the “Company”), dated September **, 2017, concerning [redacted] ***’s complaint The Company’s affiliate Hiscox Insurance Company Incissued commercial general liability policy [redacted] to Roksteady Home Solutions (“Roksteady”) for a twelve-month coverage term beginning on February **, (the “Policy) On September **, 2017, a claim against Roksteady was submitted to HiscoxThe claim notification form provides that: [redacted] Later that day, the Company’s claim attorney spoke with Roksteady’s representative, who stated that he did not want the matter to be considered against the Policy Also on September **, the Company’s claim attorney spoke with [redacted] and explained that Hiscox would be closing its file at Roksteady’s direction, but was legally precluded from sharing Roksteady’s coverage information or our view of the allegations against RoksteadyThe claim attorney then sent an email to Roksteady’s representative confirming Roksteady’s request, after which the Company’s file was closed The Company and its representatives acted properly, reasonably, and in good faith, in connection with this matter and its dealings with [redacted] *** The Company’s policyholder directed it to close its claim file, and we had no choice but to comply Moreover, the Company’s action has not prejudiced [redacted] ***’s rights against Roksteady in any wayAccordingly, we respectfully request that the Bureau conclude that [redacted] ***’s complaint is without merit and should be closed If you have any questions, please feel free to call or email me, at your convenience Very truly yours, Hiscox Insurance Company Inc [redacted] Enclosures

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 and the matter has been resolvedWould have been nice if they simply handled it better and admitted fault earlier, but all is goodThank you for the apology. Sincerely, [redacted]

We promptly processed *** ***s requested policy cancellation, and attempted to process his subsequent refund, but unfortunately the credit applied to the credit card on file failed because the account had been closed. We then mailed a refund check
to the address on file, which failed because *** *** had moved and did not advise us of his new address.We subsequently spoke with *** *** and agreed to deposit the amount owed him into his checking account, which we did on Friday, September **, by way of a wire-transfer. We have also expressed to *** *** on numerous occasions our apologies for any miscommunications between us. We now believe that *** *** has been made whole, and this matter may be closed

I have reviewed *** ***’s recent experience with us, and wish to acknowledge that we did indeed make several handling errors as we attempted to process his refund. We eventually did successfully remit a refund to his bank account, but that process did indeed take much longer than it should haveI want to sincerely apologize to *** *** for this poor experience. If *** *** want to discuss his experience further, please have him call our Head of Service Delivery, Jeff G*** who can be reached at ###-###-####

This will acknowledge and respond to *** ***’s complaint concerning our handling of a claim for General Mapping & Data LLC (“General Mapping”)Hiscox Insurance Company Inc(the “Company”) issued Businessowners Policy *** (the “Policy”) to General Mapping for the
twelve-month period beginning November *, The Policy provides coverage, subject to limits of $10,for Business Personal Property and $100,for Building (Section I) and a $deductible per claim. On December *, 2016, General Mapping’s Bai Tian came to the insured’s building and found large amounts of water coming through the roofThe following day, *** *** reported the water damage claim to the Company, whose representative later contacted himOn December *, *** *** emailed the Company and asked for the status of the claim, as he was planning to replace the roofThe Company’s representative explained that the Company’s engineer needed to inspect the roof before a coverage determination could be madeAfter *** *** replied that he could not cancel the roof replacement appointment, the Company’s engineer expedited his inspection and visited the property that dayOn January *, 2017, the Company received the engineer’s inspection report that concluded that the water damage had been caused by ongoing leaks, rather than by a stormThe Company’s representative informed *** *** that the claim was not covered and issued a formal cover age declination letter on January **In this regard, the Company found that the Policy excludes coverage for loss or damage caused by or resulting from: Continuous or repeated seepage or leakage of water, or the presence of condensation of humidity, moisture, or vapor that occurs over a period of days or moreSimilarly, the Policy states that the Company will not pay for loss or damaged cause by or resulting from: Rust or other corrosion, decay, deterioration, hidden or latent defect or any quality in property that causes it to damage or destroy itselfAs the cause of the water damage was an ongoing leak and deterioration, not a storm, the loss was excluded, and the claim was properly declined. The Company acted properly, reasonably, and lawfully in its dealings with General Mapping and *** ***Accordingly, the Company respectfully requests that the Bureau conclude that this matter should be closed, without any further action.

*** ** *** ***
*** *** ** ***
*** ***
*** *** *** *** *** ***
*** *** *** ***
*** *** *** Dear *** ***: This will acknowledge and respond to the recent letter from the Revdex.com Serving Metropolitan New York (the “Revdex.com”) to Hiscox Inc.’s *** *** (the “Company”), dated September **, 2017, concerning *** ***’s complaint The Company’s affiliate Hiscox Insurance Company Incissued commercial general liability policy *** to Roksteady Home Solutions (“Roksteady”) for a twelve-month coverage term beginning on February **, (the “Policy) On September **, 2017, a claim against Roksteady was submitted to HiscoxThe claim notification form provides that: *** *** *** ** ** *** *** *** *** *** ***
*** *** *** *** *** *** ** *** *** *** ***
** *** *** *** *** *** *** *** *** *** *** ** *** ***
*** *** *** ** *** *** *** *** *** *** *** *** *** ***
*** *** ** *** *** *** *** ** *** ** *** *** *** ** *** *** ***
*** ** *** *** ** ** *** *** *** *** *** *** ***
*** *** *** *** ** *** ** *** ** *** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** *** Later that day, the Company’s claim attorney spoke with Roksteady’s representative, who stated that he did not want the matter to be considered against the Policy Also on September **, the Company’s claim attorney spoke with *** *** and explained that Hiscox would be closing its file at Roksteady’s direction, but was legally precluded from sharing Roksteady’s coverage information or our view of the allegations against RoksteadyThe claim attorney then sent an email to Roksteady’s representative confirming Roksteady’s request, after which the Company’s file was closed The Company and its representatives acted properly, reasonably, and in good faith, in connection with this matter and its dealings with *** ***. The Company’s policyholder directed it to close its claim file, and we had no choice but to comply. Moreover, the Company’s action has not prejudiced *** ***’s rights against Roksteady in any wayAccordingly, we respectfully request that the Bureau conclude that *** ***’s complaint is without merit and should be closed If you have any questions, please feel free to call or email me, at your convenience Very truly yours, Hiscox Insurance Company Inc *** ** ***
*** ** ***
*** ***
Enclosures

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
Since the insurance company (Hiscox) paid a consulting firm to write them a report to support this denial of coverage, this report is not an independent expert opinionIt is a biased report which favors the insurance company who paid the money to buy the reportIn my complaint, I stated the facts disputing the reportHiscox used this tactic to make their case look like supported by a third partyBut, the fact is that third party was selected and paid by the insurance companyI want to bring this to your attention and make other consumers be aware of this tactic
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: I agree with everything except for the EXCUSE that the check mailed failed because "** *** moved"I did not moveIve lived at the same address for many yearsThe person responsible for mailing the check made an significant error by sending it to an address in New York which I have never lived at or provided to themIt was yet another clerical error on their partNothing was done expeditiously and I was treated poorly and ignored for monthsI will accept the response when Hiscox takes responsibility for their actions instead of blaming it on their customersI regret ever doing business with them, I'll admit to that mistake.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I have reviewed *** ***’s recent experience with us, and wish to acknowledge that we did indeed make several handling errors as we attempted to process his? refund.? ? We eventually did successfully remit a refund to his bank account, but that process did indeed take much longer than it should haveI want to sincerely apologize to *** *** for this poor experience.? ? ? If *** *** want to discuss his experience further, please have him call our Head of Service Delivery, Jeff G*** who can be reached at ###-###-####

? 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 and the matter has been resolvedWould have been nice if they simply handled it better and admitted fault earlier, but all is goodThank you for the apology.?
Sincerely,
*** ***
?

[redacted]       [redacted]     [redacted]              [redacted]...<...⇄ />
[redacted]             [redacted]         [redacted]             Dear [redacted]:   This will acknowledge and respond to the recent letter from the Revdex.com Serving Metropolitan New York (the “Revdex.com”) to Hiscox Inc.’s [redacted] (the “Company”), dated September **, 2017, concerning [redacted]’s complaint.   The Company’s affiliate Hiscox Insurance Company Inc. issued commercial general liability policy [redacted] to Roksteady Home Solutions (“Roksteady”) for a twelve-month coverage term beginning on February **, 2017 (the “Policy).   On September **, 2017, a claim against Roksteady was submitted to Hiscox. The claim notification form provides that:   [redacted]   Later that day, the Company’s claim attorney spoke with Roksteady’s representative, who stated that he did not want the matter to be considered against the Policy.  Also on September **, the Company’s claim attorney spoke with [redacted] and explained that Hiscox would be closing its file at Roksteady’s direction, but was legally precluded from sharing Roksteady’s coverage information or our view of the allegations against Roksteady. The claim attorney then sent an email to Roksteady’s representative confirming Roksteady’s request, after which the Company’s file was closed.   The Company and its representatives acted properly, reasonably, and in good faith, in connection with this matter and its dealings with [redacted].  The Company’s policyholder directed it to close its claim file, and we had no choice but to comply.  Moreover, the Company’s action has not prejudiced [redacted]’s rights against Roksteady in any way. Accordingly, we respectfully request that the Bureau conclude that [redacted]’s complaint is without merit and should be closed.     If you have any questions, please feel free to call or email me, at your convenience.   Very truly yours,   Hiscox Insurance Company Inc.     [redacted]
    Enclosures

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 and the matter has been resolved. Would have been nice if they simply handled it better and admitted fault earlier, but all is good. Thank you for the apology. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I agree with everything except for the EXCUSE that the check mailed failed because "[redacted] moved". I did not move. Ive lived at the same address for many years. The person responsible for mailing the check made an significant error by sending it to an address in New York which I have never lived at or provided to them. It was yet another clerical error on their part. Nothing was done expeditiously and I was treated poorly and ignored for months. I will accept the response when Hiscox takes responsibility for their actions instead of blaming it on their customers. I regret ever doing business with them, I'll admit to that mistake.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This will acknowledge and respond to [redacted]’s complaint concerning our handling of a claim for General Mapping & Data LLC (“General Mapping”). Hiscox Insurance Company Inc. (the “Company”) issued Businessowners Policy [redacted] (the “Policy”) to General Mapping for the...

twelve-month period beginning November *, 2016. The Policy provides coverage, subject to limits of $10,000 for Business Personal Property and $100,000 for Building (Section I) and a $500 deductible per claim. On December *, 2016, General Mapping’s Bai Tian came to the insured’s building and found large amounts of water coming through the roof. The following day, [redacted] reported the water damage claim to the Company, whose representative later contacted him. On December *, [redacted] emailed the Company and asked for the status of the claim, as he was planning to replace the roof. The Company’s representative explained that the Company’s engineer needed to inspect the roof before a coverage determination could be made. After [redacted] replied that he could not cancel the roof replacement appointment, the Company’s engineer expedited his inspection and visited the property that day. On January *, 2017, the Company received the engineer’s inspection report that concluded that the water damage had been caused by ongoing leaks, rather than by a storm. The Company’s representative informed [redacted] that the claim was not covered and issued a formal cover age declination letter on January **. In this regard, the Company found that the Policy excludes coverage for loss or damage caused by or resulting from: Continuous or repeated seepage or leakage of water, or the presence of condensation of humidity, moisture, or vapor that occurs over a period of 14 days or more. Similarly, the Policy states that the Company will not pay for loss or damaged cause by or resulting from: Rust or other corrosion, decay, deterioration, hidden or latent defect or any quality in property that causes it to damage or destroy itself. As the cause of the water damage was an ongoing leak and deterioration, not a storm, the loss was excluded, and the claim was properly declined. The Company acted properly, reasonably, and lawfully in its dealings with General Mapping and [redacted]. Accordingly, the Company respectfully requests that the Bureau conclude that this matter should be closed, without any further action.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:

Since the insurance company (Hiscox) paid a consulting firm to write them a report to support this denial of coverage, this report is not an independent expert opinion. It is a biased report which favors the insurance company who paid the money to buy the report. In my complaint, I stated the facts disputing the report. Hiscox used this tactic to make their case look like supported by a third party. But, the fact is that third party was selected and paid by the insurance company. I want to bring this to your attention and make other consumers be aware of this tactic.
Sincerely,
[redacted]

We  promptly processed [redacted]s requested policy cancellation, and attempted to process his subsequent refund,  but unfortunately the credit applied to the credit card on file failed because the account had been closed.  We then mailed a refund check...

to the address on file, which failed because [redacted] had moved and did not advise us of his new address.We subsequently spoke with [redacted] and agreed to deposit the amount owed him into his checking account, which we did on Friday, September **, 2017 by way of a wire-transfer.   We have also expressed to [redacted] on numerous occasions our apologies for any miscommunications between us. We now believe that [redacted] has been made whole, and this matter may be closed.