Masonry Medic

This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID number *** On 05/17/2015, Mr*** requested to remove the Mercury Villager from his policyThe monthly payment changed from $to $However, the policy renewal went
into effect on 06/09/and there was an increase due to violationsThis made his new monthly payment $175.00. A refund check of $was mailed on 07/08/as the policy was set to cancel on 07/09/We received a payment later that day, so the policy did not cancel. The $was then added onto the next month’s billing, causing the next payment to be $200.00. All rate changes were sent to Mr*** in his renewal packet. If you have any questions, please feel free to contact meSincerely, Casey M*** *** *** *** #############

Hello,On the above referenced complaint, I would like to withdraw my complaint. The company called me this morning and told me they would be sending me allof my money back. Thank you so much for your help![redacted]

src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAFgAAAAnCAMAAAC8P38SAAAAAXNSR...⇄ hspace="12">Dear [redacted],   This letter acknowledges receipt of your correspondence concerning [redacted], your ID number is [redacted].   The claim was initially under investigation due the date of loss being reported within proximity to the policy inception. Through our investigation, we determined that the coverage was in force at the time of this incident.  A rental was afforded to the insured on 9/5/17, immediately upon finishing our investigation.   On 9/7/2017, SafeAuto received the completed estimate on [redacted] vehicle. That same day, we attempted to contact [redacted] twice to discuss the repair procedure and obtain his shop information, but was not able to contact him. We attempted contact again on 9/9/2017 for the same information and received no answer.  We reached out again to [redacted] on 9/11/2017 and left a message that we were ending the rental authorization as he had not provided us with the name of a repair shops for the repair process to begin.  [redacted] called back later that day, but he did not provide any repair shop.  Additionally, SafeAuto explained the repair process to [redacted] and emailed him a copy of the repair estimate.   On 9/19/17, we received a supplement from [redacted] center regarding the repairs and dispatched an appraiser to review. On 9/21/17, we reached out to [redacted] to discuss the claim status, he did not answer. On 9/22/17, we reached out to [redacted] and confirmed that the shop in use would be [redacted] Center and extended the rental coverage to 9/22 to make the rental current.     Sincerely,       Brett F[redacted] Claims Supervisor Safe Auto Insurance Company ###-###-#### Email: [redacted]

I am responding to your letter dated 1/19/2017. Since policy and claim documents may contain information protected by privacy laws, we ask that you not disclose these documents without our insured’s consent.
Ms. [redacted] is upset Safe Auto Insurance Company has not resolved the above referenced...

loss.
Per Ms. [redacted]’s policy, Safe Auto Insurance Company is required to allow 30 days for recovery. On 1/19/2017, the recovery time frame had just expired. This claim has been transferred to our total loss unit for settlement.
Sincerely,
Allison N[redacted]

Dear Ms. [redacted],
This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].
A policy was started on our website by Mr. [redacted] on 05/05/2017 at 11:37 AM EST. The premium quoted to him at that time was based on information that he had...

provided on the application. When the Motor Vehicle Report was received, there was a violation listed that had not been included on the initial application. This additional violation resulted in an increase to the six-month premium. This is the reason that the monthly rate is now different.
In regards to the application fee, the fees are identified during the online quoting and binding process. The application fee is also listed on the application that was sent to Mr. [redacted] as part of the new policy packet.
Unfortunately, we are not able to accommodate Mr. [redacted]’s request for a refund of the application fee or the additional amount due to the change in premium for violations. After review, we find that SafeAuto followed all company policies and procedures.
If you have any questions, please feel free to contact me. Sincerely,
[redacted]
Customer Contact Center Supervisor
Phone: ###-###-####, ext. [redacted] Fax: ###-###-####
Email: [redacted]

I am writing in response to the letter dated July 6,2016 regarding a complaint filed by Mr. [redacted] states in his correspondence that Safe Auto has not worked his claim in a timely manner and that his settlement was not for the full amount of his damages. Claim Chronology:  The...

accident happened on May 29, 2016 and was reported to Safe Auto as not at fault loss on may 29, 2016. The loss report stated that [redacted] was in the insured vehicle, the 2006 Mercedes Benz C and was struck in the rear end by an unknown vehicle. Claim adjuster Danielle W[redacted] was assigned to investigate the claim on June 1, 2016.  On June 1, 2016 Ms. W[redacted] spoke to [redacted] and took a recorded statement in which he indicated that the other driver ran a red light and struck the 2006 Mercedes Benz C on the driver side rear bumper. Ms. W[redacted] advised [redacted] that we would need to verify the date of the accident because the policy incepted on 05/07/2016. Ms. W[redacted] agreed to provide information to a body shop in which [redacted] could get his vehicle inspected and he would send back a copy of the police report and photos from the scene.  On June 2, 2016 Ms. W[redacted] received an email from [redacted] in which he provided a driver exchange report from the police, photos of the scene of the accident and a note stating he would like to change his body shop. Ms. W[redacted] emailed a response advising that [redacted] could use any shop to repair the vehicle but to keep his appointment with the initial body shop to write the estimate in a timely fashion. Ms. W[redacted] reviewed the exchange report and photos and cleared the coverage issue of policy inception and proceed forward with the claim.  On June 3, 2016 Ms. W[redacted] responded to another email from [redacted] advising him of the limits of the medical coverage on the policy and that she would not be able to make the other driver’s insurance company, [redacted],  accept liability for the accident.  On June 7, 2016 Ms. W[redacted] received an alert that [redacted] had not taken his vehicle in for inspection to the initial body shop. Ms. W[redacted] also received an email from [redacted] that asked how the process was going to work. Ms. W[redacted] responded that if [redacted] accepts the claim then [redacted] would go through [redacted] for the damages but if he wants to go through his insurance then he would need to get the estimate for our claim.  On June 9, 2016 [redacted] called in stating [redacted] had changed their minds and would not be handling the damages to his vehicle and wanted to proceed with the claim.  On June 13, 2016 Ms. W[redacted] received an estimate and an email from [redacted]. The estimate was not completed at the original body shop or the second body shop that he had indicated he was planning on using. Ms. W[redacted] received the estimate and email and responded to [redacted] that because he choose to use a different body shop then initially agreed upon to write the estimate that she would have to get the estimate reviewed. After sending the email Ms. W[redacted] followed up with [redacted] to try and get the estimate reviewed and completed.  On June 14, 2016 Ms. W[redacted] spoke to [redacted] and confirmed that they were almost complete with the repairs to the vehicle even before we had even finished reviewing the inspection of the vehicle. Ms. W[redacted] email [redacted] advising him the status of the claim and that I would call [redacted] to speak to him. I spoke to [redacted] and advised him that the estimate needed to be finalized before we could authorize repairs.  On June 15, 2016 Ms. W[redacted] spoke to [redacted] and they stated because they had started the estimate of [redacted]’s vehicle for [redacted] that it will have to be rewritten under Safe Auto and they would not have time to complete it until June 16, 2016.  On June 16, 2016 returned an email to [redacted] and advised that [redacted] still had not completed his estimate.  On June 17, 2016 [redacted] sent an email advising he would follow up with [redacted] to find out the cause of the delay of his estimate.  On June 20, 2016 Ms. W[redacted] received and responded to another email from [redacted] advising him that [redacted] still had not completed the estimate process.  On June 27, 2016 the estimate of [redacted]’s vehicle was completed and uploaded to Safe Auto. Ms. W[redacted] sent an email asking how he wanted the payment to be sent for the damages to the vehicle.  On June 28, 2016 Ms. W[redacted] received a response from [redacted] that [redacted] did not complete the repairs on his vehicle and asked if he wanted the check made out to [redacted] or a different body shop.  On July 5, 2016 Ms. W[redacted] responded to email to [redacted] that she was unexpectedly out of the office on June 30 and July 1 and was unable to respond until July 5. Ms. W[redacted] made a mistake in quoting the total payment because she though [redacted] had a [redacted] policy and not the [redacted] policy that he does have. She advised him at that time that if he would have the check made out directly to himself  that he would only receive $1178.12. This information was deemed to be incorrect and Ms. W[redacted] would later corrected herself once she caught the error.  On July 7, 2016 Ms. W[redacted] caught the error in her quote to [redacted] and advised him that she made an error and that he would be receiving a check for $3178.12.  On July 8, 2016 Ms. W[redacted] emailed [redacted] to ask how he would prefer to have his check made out to [redacted] and his body shop or to [redacted] and his lienholder.  On July 11, 2016 Ms. W[redacted] received a response from [redacted] that “Yes just send it like that” but did not advise how he would like the check made out. Ms. W[redacted] sent another email and he responded that he would like the check made out to [redacted] and his lienholder but did not provide any lienholder information. Ms. W[redacted] called and left a voice message and emailed [redacted] to try and obtain the lienholder information.  We regret the initial dissatisfaction with this claim and apologize for any delays throughout the process. At this time [redacted] only needs to provide his lienholder information on the insured vehicle 2006 Mercedes Benz C and payment will be issued in the amount of $3178.12 which is the amount  of the estimate $4178.12 minus [redacted]’s $1000 deductible. If I can answer any other questions, please don’t hesitate to call or email me.  Sincerely,  Sean D[redacted]

We are responding to your letter regarding a complaint filed by [redacted] regarding a change of the policy effective date.? On 04/11/2017, Ms. [redacted] started a policy with our company. She was advised at the time of the payment; the coverage took effective immediately. ? On 04/12/2017,...

Ms. [redacted] called and spoke with a supervisor. She advised that she has not taken possession of the vehicle. She was advised to send us the following information and we would cancel the policy and refund her full amount: o Letter of letterhead from the dealership stating Ms. [redacted] did not take possession of the vehicle. The letter must include the vehicle year, make, vehicle identification number and a signature from a representative. ? At this time, we have not received any cancel request or letter from the dealership. Therefore, the policy remains active. Unfortunately, we are not able to change the effective date on the policy. We can cancel this policy at Ms. Bennerson’s written request and start a new policy on the date she would like it to be effective. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted] Contact Center Manger Phone: ###-###-#### Fax: ###-###-####  Email: casey.m[redacted]@safeauto.com

The customer is ignoring their contacts.

all portions of my driving record were disclosed at the time of applying for coverage. All questions were answered to the best of our knowledge, and according to mybmv account online. 
Regards,
[redacted]

I am responding to your letter regarding a complaint filed by [redacted]. Ms. [redacted] has been insuredwith our company since 0110312015. Each six-month term, we mail a renewal offer along with newidentification cards for the upcoming term.Ms. [redacted] was involved in an accident on 0211712016. We...

show a renewal offer was sent on 1211812015with new identification cards for the term of 0110312016 - 0710312016. We also show that the identificationcards were emailed to Ms. [redacted] on 0211712016 as requested.Ms. [redacted] started this policy on our website. However, she is not set up on paperless and therefore wecontinue to mail all any documents to the garaging address we have on file.As far as using our website, there is a sign-in option and Ms. [redacted] can access her policy by entering herpolicy number and password. If unable to login, please try resetting the password by clicking "forgotpassword". It will then send a temporary password to the email address on file.Every six-months at the policy renewal, we review the policy and determine the rate. When an accidentoccurs it could have an effect on the rate as it changes the risk factors for the driver. Here are the sixmonthrates for each term:[redacted] ** [redacted] *
[redacted] ** ** [redacted] *
[redacted] ** [redacted] *
[redacted] ** ** [redacted] *Our fees are outlined on the auto application that is sent at the policy inception. We do charge aninstallment fee. This is charged every month if the pay plan is set up on monthly installments.We use a third party processing company for our creditldebit card transactions. They charge a conveniencefee of $3.95. We offer a check by phone option at no fee.In order to maintain certain discounts, such as a homeowner's discount, we require do request proof to besubmitted. If we do not receive proof within 15 days, does result in the discount being removed. Thediscount can be added back at any time once proof is received. We request a copy of the deed, tax recordor property record. The residence must be in the insureds name and match the address on our records toqualify for the discount.We have a team that continuously reviews loss ratios, profitability, sales and marketing data to determinewhen and where changes are necessary. Anytime rates are reviewed andlor changed, they can increase ordecrease your current rate. These changes will reflect on the renewal offer.Ms. [redacted] made a payment on 0710112016 to renew her policy, entering into a new six-month term.Unfortunately, we are not able to accommodate her request to lower her payments. The policy is set torenew on 01/03/2017. At that time, if anything were to change in her rates she will see it on the renewaloffer that is sent out prior to the renewal.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

Attn: [redacted]Dear [redacted]:I am writing in response to your 1/12/2017 letter regarding a complaint that was filed by [redacted]...

[redacted]I spoke with [redacted] on 1/9/2017 and agreed to email her a Letter of Experience (a copyis attached) that letter was e-mailed to her at [email protected] on 1/16/2017. Ths lossinvolved [redacted]s sister [redacted] and our claim system reflects the sameShould you have any questions regarding this matter, please contact the undersigned.Sincerely,[redacted]###-###-####[redacted] 
[redacted]Dear [redacted],This letter is in response to your recent request for a lerter of experience. Please be advised ofthe following facts:Claim:  6-000-115-933Facts of Loss:  An unknown struck the insured vehicle while passing and fled the scene.Insured Driver: [redacted]Police Dept.: [redacted]Insured Vehicle:  2014 Dodge Grand Caravan SXTTotal Payment: 11,325.86[redacted] was not involved in this loss her sister [redacted] was driving at the time ofthe loss.Sincerely,[redacted]###-###-####

I am responding to the complaint filed by [redacted] in regards to a refund check.? Ms. [redacted] requested to cancel her policy on 01/25/2017 at 6:49 PM. ? A notice of cancellation was mailed on 01/26/2017, which included a refund check for $228. 01/26/2017 13:25:13 Refund check...

#7608137 for $228.00 sent to: [redacted]We have not received any return mail. If the refund has not been received, we can re-issue a new check after 60 days. Prior to 60 days, we would charge a $26 stop-payment fee on the outstanding refund check. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted]

I am responding to your letter dated 10/29/2015 regarding a complaint filed by [redacted]in regards to her policy.*On 02/24/2015, Ms. [redacted] started a policy with SafeAuto. At that time, she was setup on a two pay plan. Therefore, she paid for three months at a time.*Ms. [redacted] called on...

05/08/2015 to get her payment information and at that time sheasked to change her pay plan to monthly. The representative advised the payment wasdue no later than 05/23/2015 and advised Ms. [redacted] to call back on Monday.*On 05/21/2015, Ms. [redacted] called to change her pay plan. She was advised that wecannot change a pay plan in the middle of a six month term. The representativeapologized that Ms. [redacted] was given incorrect information on the prior call aboutchanging the pay plan. Again, Ms. [redacted] was advised that her policy would cancel on05/24/2015. Ms. [redacted] acknowledged the cancel date and stated that she was going togo elsewhere, as she didn't like being told wrong information.*On 06/05/2015 at 10:20PM, Ms. [redacted] called and started a new policy after she wasinvolved in an accident.In further review, Ms. [redacted]'s license were suspended due to being uninsured during thetime of an accident. We were not able to complete an Indiana Certificate of Compliance tovalidate insurance for the time of the accident as she was not insured with our company at thattime. This resulted in a fine and suspension. Therefore, we will not be able to honor her requestfor reimbursement.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]Phone: ###-###-####Fax: ###-###-####

We are responding to your letter regarding a complaint filed by [redacted] in regards to a policy cancellation.? Ms. [redacted] went online and got a quote on our website on 01/15/2017. The quote was started with a speeding ticket on 09/08/2016 and one at fault accident on 11/15/2016. ? We...

received the Motor Vehicle Report (MVR) and the Comprehensive Loss Underwriting Exchange (CLUE) report on 01/24/2017. Additional violations and accidents came back on the reports. - 07/08/2016 Improper lane change MVR - 07/08/2016 At fault accident MVR - 10/26/2015 At fault accident CLUE - 03/20/2015 At fault accident CLUE ? Ms. [redacted] has exceeded our guidelines for violations. We sent a cancel notice on 01/25/2017 with a future cancellation date of 02/06/2017. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted]

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].Mr. [redacted] has been a customer since 11/10/2016. The policy number listed on the complaint is not the current policy number. The policy number that is listed cancelled for...

non-payment on 08/10/2017. There was a new policy started on 08/11/2017. Mr. [redacted] expressed concerns about the billing practices of SafeAuto and I would be happy to clarify. A Notice of Premium Due will generate ten (10) days prior to the bill due date. If a payment is not made by that due date, a Notice of Cancellation for Non-Payment is generated the day after the bill due date. The cancellation effective date is twelve (12) days from the date the cancel notice is generated. Since the policy for Mr. [redacted] is certified, the state is notified by SR-26 of the future cancellation date if a payment is not received by the due date. Once a payment is made and it is prior to the cancellation date, a SR-22 is filed with the state for the new effective date. If a payment is not made by the cancellation date, the policy is cancelled as of the time and date listed on the notice sent to the Named Insured. A certified policy (SR-22) cannot be reinstated so if a policy is cancelled a new policy would have to be started to establish coverage. The most recent policy for Mr. [redacted] is in good standing and the SR-22 was filed on 09/04/2017 when the last payment was made. Documents have been provided to Mr. [redacted] as requested to confirm dates of coverage for all previous policies. We would be happy to provide Mr. [redacted] with any documents necessary. If you have any questions, please feel free to contact me. Sincerely, Karla M[redacted] Customer Contact Center Supervisor Phone: (800) 723-3288, ext. [redacted] Fax: (614) 670-7528 Email: karla.m[redacted]@safeauto.com

I am following up with a response to your letter dated 11/05 regardimg a complaint filed by[redacted]Chronology:- On 11/03/2015, a supplement was submitted by the shop and it was dispatched to anindependent appraiser.- On 11/04/2015, the independent appraiser supplement was received and reviewed.- On 11/05/2015, the Safe Auto appraiser emailed the shop a copy of the supplement foracceptance. Once the shop accepts the supplement, a payment will be issued to the shopdirectly.If I can answer any other questions, please don't hesitate to call or email me.Sincerely:Justin F[redacted]

we have yet to recieve this check that we supposably were receiving. On the 26th, when I spoke with several reps, was advised that a refund to my card would be completed. I also spoke with my bank and the advised us that all transactions on their end had something wrong, it had nothing to do with our bank or account. 
Regards, [redacted]

I am writing in response to the letter dated June 6, 2017 regarding a complaint that [redacted] submitted. We are sorry to learn that he was not satisfied with our response to her complaint. We appreciate this opportunity to address [redacted] concerns. Since our initial response on June 2, 2017 we placed a stop payment on the initial check.  Then on June 5, 2017 we issued a new check for damages and  mailed it to Ms. [redacted] directly. We regret the dissatisfaction with this claim and apologize for any delays throughout the process. At this time, Safe Auto Insurance Company has taken all steps to indemnify the Ms. [redacted]. Should there be any additional supplemental damages or new information regarding this claim, it would be handled in a timely manner.   Sincerely,   Brett F[redacted] Safe Auto Insurance Company Phone: ###-###-#### Fax: ###-###-####    Email: [redacted]

In phone call to Revdex.com, business stated an email was sent to consumer on 9.26.17 with copies of SR-22.

I am responding to your letter dated 7/22/16. Ms. [redacted] is upset Safe Auto has not resolved the above referenced loss. At this time, SafeAuto is not in a position to resolve Ms. [redacted]’ claim. We are pending the theft recovery report for review. The report was originally ordered on 5/25/16, and...

SafeAuto requested the report again on 7/25/16. Sincerely, Allison N[redacted]