Masonry Medic

I am writing in response to your 12/14/2016 letter regarding a complaint that was filed by [redacted].I have spoken with Ms. [redacted] regarding the differences in the estimates and about thesupplement process. Ms. [redacted] now only needs to schedule a repair date and SafeAuto willaddress any...

supplemental damages directly with a body shop of her choice. Ms. [redacted] didadvise she mailed the payment of $1182.38 back to SafeAuto. She did agree for SafeAuto tosend that payment back to her once it is received.Should you have any questions regarding this matter, please contact the undersigned.Sincerely,

I am responding to your email regarding a complaint filed by Mr. [redacted]Chronology:0 On 06/02/2015, Mr. [redacted] reported that he had been involved in an accident on thisdate with one or our policyholders and a claim file was set up.On 06/03/2015, Mr. [redacted] was contacted and a statement...

was taken concerning thedetails of the accident and his damages. His injury claim was reassigned to DougR[redacted]o On 06/09/2015, Mr. R[redacted] contacted Mr. [redacted] and obtained informationcocerning his injuries and treatment.On 06/15/2015, the claim file was reviewed and reassigned to a Casualty Adjuster toreview the medical documents and conclude the injury claim with Mr. [redacted].On 06/29/2015, Ms. Jaime S[redacted], [redacted] contacted Mr. [redacted] and went overthe information that was in the claim file. It was determined additional information wasneeded and a Medical Authorization was sent to Mr. [redacted]. He was asked to list allmedical providers he had seen as a result of the accident so we could order the medicalbills and records.On [redacted]5, Mr. [redacted] sent an email asking if we received his fax and paperwork. Ms. [redacted] replied that we had and we were still waiting on his MedicalAuthorization form so we could order all of his bills and records.As of this date Mr. [redacted] has not submitted to us the Medical Authorization form with thenames and addresses of his medical providers. Once Mr. [redacted] provides us with thatinformation, we can proceed with the evaluation of his injury claim.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Diana B. G[redacted]Phone: ###-###-####Fax: ###-###-####

Dear Ms. [redacted]:I am responding to your letter dated 1 111 1/16. Ms. [redacted] is upset SafeAuto has not resolved theabove referenced loss.At this time, SafeAuto is working with our appraisers and Ms. [redacted]'s shop to resolve theabove referenced claim. We acknowledge some issues with the inspection...

process, nonethelesswe are working hard to take care of the damages to Ms. [redacted]'s vehicle.Sincerely,Allison N[redacted]Claims Supervisor

This letter acknowledges receipt of your correspondence dated 09/07/17, regarding the concerns of [redacted], ID number [redacted].A policy was started on our website by Mr. [redacted] on 07/28/17 at 2:38PM 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 were violations listed that had not been included on the initial application. These additional violations resulted in an increase to the six-month premium. Mr. [redacted] was sent a notice of payment due and a notice of cancellation for the new monthly premium plus the adjusted amount owed as a result of the violations that were reported on the MVR and should have been paid with the down payment when the policy was started. Mr. [redacted] did not make a payment prior to the cancel date and the policy cancelled for non-payment of premium on 09/03/17 at 12:01AM EST. Unfortunately, we are not able to accommodate Mr. [redacted]’s request for a full refund since coverage has been extended to Mr. [redacted]. After review, we find that SafeAuto followed all company policies and procedures. If you need any additional information, feel free to contact me. Sincerely, Contact Center & Training Manager Safe Auto Insurance Company 385 Valley Oak Drive Somerset, KY 42503 Fax: ###-###-#### ?: ###-###-#### Email: Kristin.M[redacted]@safeauto.com

I am responding to your letter regarding a complaint filed by [redacted] in regards to a refund. On 04/09/2016, Ms. [redacted] started an insurance policy with our company. On 04/11/2016, Ms. [redacted] spoke to a representative and requested her policy to be cancelled. Ms. [redacted] was not accurately...

informed of all costs incurred when cancelling the policy. In resolution, all monies other than the cost of coverage will be refunded to Ms. [redacted]. We processed a refund of $265.00. On 04/13/2015, I called and spoke with Ms. [redacted] to advise of the outcome and the refund amount. We sincerely apologize for the misinformation that she received when speaking with our service department. We are taking necessary actions with the representative that she spoke with to ensure that this doesn’t happen again. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Maria B[redacted] Contact Center Manager

I reviewed the response made by the business and find the resolution is satisfactory to me. However I would like to know how my refund will be processed.

Dear **. [redacted]: I am responding to your letter dated 09/18/2015 regarding a complaint filed by [redacted] in regards to the payment amount and the poor service she received from our company. ? On 06/14/2015, **. [redacted] policy cancelled for non-payment. A payment was...

mailed in and received on 06/15/2015. It was post-marked on 06/11/2015 and applied effective 06/12/2015. Therefore, there was no lapse in coverage. Once the payment was applied, our system generated a false credit of $34.00. ? On 06/16/2015, a notice of payment due went out in the amount of $15.00. The system caught the credit and added the $34.00 back to the policy. The renewal offer was sent with an amount due of $72.00. ? **. [redacted] made several calls into our service department and was given incorrect information regarding her billing. She was told she could pay $40.00. Therefore, we have honored the information she was given and applied the $40.00 payment as of 08/20/2015. **. [redacted] has had no lapse in coverage and her SR22 is current with the state. We sincerely apologize for the service that she received when speaking with our service department. We are taking necessary actions with each individual that she spoke with to ensure that this doesn’t happen again. Unfortunately, we are not able to refund the $40.00 payment that **. [redacted] sent in as she has an active policy and it’s gone towards her premium. On 09/23/2015, I called and left a voicemail for **. [redacted] to personally apologize for the service she received and advice of the outcome. If I can answer any other questions, please don’t hesitate to call or email me. SafeAuto | [redacted], Ohio [redacted] | Phone: ###-###-#### www.safeauto.com Page 2 Sincerely, Casey M[redacted] Customer Contact Center Manager

I am responding to your letter dated 12/28/2015 regarding a complaint filed by [redacted].Ms. [redacted] requested Safe Auto Insurance Company pay the above referenced loss in full.On 12/28/2015, Ms. [redacted]'s concerns were addressed and full payment was made. If I cananswer any other questions, please...

do not hesitate to call or email me.\Sincerely,

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted]Mr. [redacted] started a policy on the Safe Auto website for a 2001 Lexus GS 300 on 04/27/2018 at 1:23 AM. The six-month premium quoted to him was based on the information that he listed on...

the application. When he started the policy, Mr. [redacted] did not list any violations or accidents. He elected Email Notifications as his preferred method to receive documentation and chose a monthly payment plan.When the Motor Vehicle Report and [redacted] reports were received, there were accidents and violations listed for Mr. [redacted] that were not previously disclosed. This information had an impact on the six-month premium. An updated declarations page as well as a memo that explained the reason of the premium increase was sent to Mr. [redacted] on 04/27/2018. He called Safe Auto in response to this and was advised that his premium increased due to additional violations and accidents that were reported. Mr. [redacted] spoke with several members of management and advised them that he had not taken possession of the vehicle. He was advised to complete an affidavit that was emailed to him at the email address he provided on the application so the cancellation could be processed back to the inception of the policy.  Mr. [redacted] has not yet returned the affidavit that was sent to him so no changes have been made to the policy. We would be happy to assist him with the cancellation for non-possession when the necessary documents have been submitted. If Mr. [redacted] is unable to provide the document that has been requested, we can process the cancellation request at the original date and time it was requested but a pro-rata short-rate penalty would then apply and reduce the amount of the refund owed to Mr. [redacted]. We want to assist Mr. [redacted] and provide him with a refund that is acceptable to him but we must also follow the Underwriting guidelines established for Safe Auto and approved by the state of [redacted]. If you have any questions, please feel free to contact me.  Sincerely,Carol M[redacted] Contact Center Manager

January 24, 2017   [redacted]
Re: Complainant : [redacted] Insured : [redacted] File Number : [redacted] Policy Number : [redacted] Insuring Company : Safe Auto Insurance Company NAIC Number :...

[redacted]  Dear [redacted]  We are responding to your letter regarding a complaint filed [redacted] in regards to his license suspension. On 09/30/2016, [redacted] started a policy with our company. The first bill notice was mailed on 10/07/2016 with a due date of 10/14/2016. South Carolina issued a moratorium for Berkeley county effective 10/4/2016 – 12/07/2016. Therefore, the policy remained active, though no payment was received. On 11/07/2016, a bill notice was mailed with a due date of 12/15/2016. A cancellation notice was mailed on 12/16/2016 with a future effective date of 1/01/2017. No payments were received and the policy cancelled for non-payment. In reviewing, there are no outstanding FR-4 suspensions for [redacted] per the South Carolina Alir system. If I can answer any other questions, please don’t hesitate to call or email me.  Sincerely, [redacted] Phone: ###-###-#### Email: [redacted]Fax: ###-###-####

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

While I am happy that SafeAuto Eventually chose to honor the original agreement described in my initial complaint, I Would like to offer a few more details; I spent extended periods of time on the phone with various representatives totaling Hours of My Time! Each rep told me Different things than the last! Training and Knowledge of Services is Very Poor at SafeAuto, and, had I Not gone to extremes, my issue would Not have been resolved!! Poorly run, Managed Company!! CUSTOMERS Must Be Pushy to receive quoted policies!

THERE WAS MORE DAMAGE WHEN WE TOOK IT TO THE BODY SHOP , THE RADIATOR IS BUSTED AND THEY DID NOT PUT THAT ON THE ESTIMATE. IT IS STILL IN THE BODY SHOP WAITING FOR SAFE AUTO TO SEND SOMEONE BACK OUT TO INSPECT IT ONE MORE TIME, THEY STILL HAVE NOT DONE THAT.   I HAVE NOT HAD MY CAR SINCE OCT 12TH , IT'S GETTING HARD TO FIND A RIDE TO WORK EVERYDAY.  I WANT THIS MATTER RESOLVED QUICKLY DAMAGES PAID FOR ASAP. 
Regards, [redacted]

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

I am responding to the complaint filed by [redacted] for a request of a full refund and no lapse.   The policy for [redacted] was cancelled back to inception as a result of a credit card chargeback. Therefore, the payment made on the Mr. [redacted]’s policy was fully refunded. The credit was...

issued on 2/08/2017.   If I can answer any other questions, please don’t hesitate to call or email me.

I am responding to your letter dated 10/26/2015 regarding a complaint filed by [redacted]
[redacted]Chronology:0 On October 9,2015 the claim was assigned to an adjuster Dan V[redacted]. Mr. V[redacted]attempted to contact both our named insured [redacted] and the additional driverand complainant [redacted]...

[redacted] at the phone numbers provided via their policy andgiven when the claim was filed. On October 9,2015 Mr. V[redacted] attempted to contact Ms.[redacted] and Mr. [redacted] with no answer.* On October 10, Mr. V[redacted] attempted to contact Ms. [redacted] and Mr. [redacted] with noanswer.0 On October 12, Mr. V[redacted] attempted to contact Ms. [redacted] and Mr. [redacted] with noanswer.0 On October 13, Mr. V[redacted] attempted to contact Ms. [redacted] and Mr. [redacted] with noanswer.0 On October 14, Mr. V[redacted] attempted to contact Ms. [redacted] and Mr. [redacted] obtained ananswer and took statements. There was a coverage issue associated with this claim inwhich the date of loss needed to be confirmed before the adjuster was able to proceedwith approving coverage for the loss. This information was requested from [redacted]same information was also requested from [redacted] during his statement onOctober 14.0 On October 16, [redacted] added a 2003 Buick Lesabre and [redacted] toher policy. We were advised of one speeding ticket for Mr[redacted]. She was quoted amonthly premium of $197.00. Making the next payment amount due for $303.00.* On October 19, Mr[redacted]'s motor vehicle report (WR) returned and showed fourspeeding tickets and a stop sign violation. This changed the monthly premium fiom$197.00 to $255.00. There was a $100.00 premium adjustment for the additionalviolations. This made the payment amount due change to $403.00.0 On October 20, Ms. [redacted] and Mr. [redacted] sent over the requested information toresolve the coverage issue.0 On October 21,2015 Mr. V[redacted] reviewed the submitted information and resolved thecovera-g e issue.0 On October 22, an appraisal was requested for the vehicle via a photo application.On October 23, the completed appraisal was received which deemed the vehicle a totalloss.On October 26, the total loss adjuster Sherry W[redacted] reviewed the documents and calledMs. [redacted] to advise her of the vehicles value and the total loss process. There was noresponse to the phone call.* On October 27, Ms. W[redacted] attempted to reach Ms. [redacted] again who advised the vehicle isowned by Mr. [redacted] and Ms. W[redacted] discussed the total loss process and value of thevehicle with Mr[redacted].If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Christopher H[redacted]

I have reviewed the complaint that was filed by Ms. [redacted] and found the following.   On 02/142017 at 1:02pm Ms. [redacted] purchased a new policy with Safe Auto Insurance with a 6-month premium of $294.00 with a down payment of $89.  On 02/14/2017 at 1:31pm Ms. [redacted] called into SafeAuto to...

Flat cancel her policy due to SafeAuto not being able to offer full coverage for her vehicle. On 02/16/2017 the request was sent to UW to review.  The policy was reviewed but not canceled.  On 2/27/2017 the NI called in looking for a refund and was informed that the policy was still active. Ms. [redacted] asked to speak to a supervisor and informed SafeAuto that she would file a complaint with Revdex.com. The policy was sent back to Underwriting for review.  Ms. [redacted] was told that it would take 7-10 business days to receive a refund. On 02/27/2017 the policy was canceled effective 02/14/2017 at 1:31pm giving Ms. [redacted] a total refund of $16.  Another check in the amount of $8 was mailed on 03/06/2017 giving Ms. [redacted] a total refund of $24. On 03/3/2017 Ms. [redacted] called SafeAuto inquiring about a full refund. The rep at Safe auto explained to Ms. [redacted] that her request does not meet the criteria for a Flat Cancel and that there is a $25 cancel fee as well as a $40 non-refundable application fee.  After full review of Ms. [redacted] policy, I found that Ms. [redacted] was not told about the non-refundable fees prior to cancelation of the policy.  I have refunded the Cancelation fee and the application fee.  The total refund after the previous $24 is $89. If you have any questions or need any additional information, please feel free to call me at ###-###-####. Thank you,  Eddie  A[redacted]

I was never told or agreeded to an applaction fee nor the rate increase the accident I was in I wasnt given a ticket or sitation Regards, [redacted]

I complied with all there stipulations and I still haven't received refund. I been getting a lot of threating phone calls from them about canceling my policy that should have been canceled on the 9th of June Regards,[redacted]

I am responding to your letter dated January 17, 2017. Mr. [redacted] was upset Safe Auto Insurance Company had not resolved the above referenced loss.   On January 23, 2017, SafeAuto was able to resolve the liability on this claim and moved forward with the handling of Mr. [redacted]’s...

damages. He has also been provided with a rental vehicle. Please have Mr. [redacted] contact me directly if he has any additional concerns that have not been addressed.   Sincerely,    Katie D[redacted]