Masonry Medic

I am responding to your letter dated February 3,2016 regarding a complaint filed by [redacted]. Ms. [redacted] stated that she needs her vehicle repaired as soon as possible.On January 20,2016, [redacted] contacted SafeAuto and stated that she had beenin an accident and a claim was filed. The...

claim was assigned to Dustin S[redacted] forhandling.On January 21,2016, Mr. S[redacted] contacted Ms. [redacted] for a statement and left amessage requesting a return call.On January 29,2016, I personally received a voicemail that Ms. [redacted] had left me afterhours on 01/28/2016.1 forwarded that message to Mr. S[redacted] and requested he contactMs. [redacted] as a statement was still needed. Mr. S[redacted] attempted to contact Ms. [redacted]and left a message requesting a call back.On February 1,2016, Mr. S[redacted] spoke with Ms. [redacted] and a statement was obtained.At that time, Mr. S[redacted] set up a field inspection so an estimate could be written on Ms.[redacted]'s vehicle.On February 3,2016, Mr. S[redacted] attempted to reach Ms. [redacted] to get her body shopinformation so payment can be issued once the estimate is complete. Mr. S[redacted] left amessage for a return call.On February 4,2016, Mr. S[redacted] received a call from Ms. [redacted] and she provided himwith the body shop's information. He respectfully told her that he was currently waitingfor the estimate to be completed and will contact her once it is done.

I am rejecting this response because of the professionalism that was shown to me by this Stephanie and at times Britney H[redacted]. which was NONE!!! But aside from that as I explained to them on the night of the accident I called the SafeAuto Claims dept...and the rep. told me to take my claim number and go to Enterprise with it and they could use that as they would put me in a rental. And that is what I did as I parked my car cause it wouldnt stop after the accident so it wasnt safe to drive and I had no other means so after ll that was said they had closed so the next morning I went to the rental place and they put me in a vehicle.Well yes Britney called left messages and emails but like I told her I had left emails and messages as well we were just missing each other...I explained I was gonna be in meetings all day and I would get in touch and I did send an email.everytime I had called she wasnt available....when she called me I was unable to talk on phone....but the bottom line is I pay my insurance and pay extra for rental and I shouldnt have to pay that and my rental fees as well thats why I have this rental coverage. So I want the monies I paid out of pocket refunded as I should never had to pay for that as I do have it on my policy....they were very rude and customer service is not were they belong!!!!

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].Ms. [redacted] called in on 06/21/2017 to start a policy with SafeAuto. At that time, she was advised of the monthly rate and cancellation date. A bill was sent to Ms. [redacted] advising her...

of the amount due of $79.00 and a notice of cancellation was sent informing her that the policy will no longer be in force on 07/21/17 at 12:01am for non-payment of premium. The payment Ms. [redacted] sent was not sufficient to cover the amount due of $79.00, therefore the payment was declined. The policy was started on the 21st of the month, our policies are 30-day policies and her policy is set to cancel each month on the 21st unless she rewrites her policy for a different cancellation date. We attempted to call Ms. [redacted] to explain the cancellation date and inform the policy still within the reinstatement period. We were unable to reach Ms. [redacted]. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Maria B[redacted]

This letter will acknowledge your April 3, 2017 correspondence concerning [redacted]. Mr.  [redacted] expressed concern regarding paperwork and a payment that was not received as well as Safe Auto taking possession of his vehicle without his knowledge.   In review of the claim, Safe...

Auto sent the paperwork and payment for loss of use to the address listed on the complaint filed with you. In addition, the address was reconfirmed with Mr. [redacted] on 4/3 after it was returned to Safe Auto in the mail by the postal service. Per the conversation with Mr. [redacted] on 3/27/17, he agreed to have the vehicle picked up on 3/29/17. The salvage company that picked up the vehicle called the body shop and confirmed the vehicle was released and they had the key.   Below is a brief chronology of events related to the handling of the loss:                           3/18/17:           Claim was reported to Safe Auto Insurance Company.   3/20/17:           Safe Auto called Mr. [redacted] and left a message.                         3/21/17:           Safe Auto called Mr. [redacted] and left a message.   3/21/17:           Safe Auto called and spoke with Mr. [redacted]. An Inspection was set up on his vehicle. Mr. [redacted] was advised of a pending liability investigation.   3/23/17:           Safe Auto Completed an inspection on Mr. [redacted]’s vehicle. The vehicle was determined to be a total loss. Contact was made with Mr. [redacted] to advise vehicle was a total loss and to                         go over the offer.   3/24/17:           Safe Auto determined liability to be against our insured. Mr. [redacted] was called and advised of liability decision and that we would transfer the claim to our total loss department and                         an adjuster would contact him in 24-48hrs.            3/27/17:           Safe Auto contacted Mr. [redacted] to make offer on total loss. Mr. [redacted] accepted the offer.  A payment for loss of use was issued and the total loss paperwork was mailed out to                                   the address listed on the complaint letter. Salvage pick up was discussed with Mr. [redacted] and a pick-up request was sent for 3/29/17 per Mr. [redacted]’s request.   3/31/17:           Mr. [redacted] called in to confirm the paperwork was mailed out. Mr. [redacted] was advised it was mailed out on 3/27/17.   4/3/17:             Safe Auto received the loss of use check back in the mail. A call was made to Mr. [redacted] and a message was left requesting callback to confirm mailing address.   4/3/17:             Mr. [redacted] called in to confirm address in our system was correct. Safe Auto advised that we would resend payment as well as paperwork.     Should you have any further questions or concerns regarding the handling of this file please feel free to contact me at Safe Auto Insurance Company, 4 Easton Oval, Columbus, Ohio 43219. My phone number is ###-###-####.  My email address is [redacted]@safeauto.com.       Amy W[redacted] Total Loss Supervisor Safe Auto Insurance Company

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].Mrs. [redacted] started her policy with Safe Auto on 03/07/2018. The policy included Mrs. [redacted]’sspouse as a driver. The premium quoted at the start of the policy was based on...

information thatshe provided. Mrs. [redacted] did not advise of any violations within the past three years for herselfor her spouse during the quote process. When the Motor Vehicle Report was received after thestart of the policy, it included a violation for Mr. [redacted]. There was an adjustment to the six monthpremium based on this information. The first installment bill of $309 included the newmonthly rate and the additional premium that Mrs. [redacted] should have paid with the downpayment had the violation been added at the time the policy started. However, the new monthlyrate going forward after this initial bill would be $273, not $309.A member of management did attempt to contact Mrs. [redacted] on 03/13/2018 but was unable toreach her. She did leave a voicemail for Mrs. [redacted] to return her call. We did contact Mrs.[redacted] on 03/20/2018 to review the billing and answer any questions that she may have. Wewere happy to reach a resolution with Mrs. [redacted] to retain her as a customer. As a good faithgesture, we are going to honor the monthly rate originally quoted to Mrs. [redacted] for the firstinstallment bill of this period. The new monthly rate will apply going forward since the additionalviolation does have an impact on the rate. If she has any further questions, we encouraged her tocontact us.If you have any questions, please feel free to contact me.Sincerely,Kristie M[redacted]Contact Center & Training Manager

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted]A policy was started on our website by [redacted] on 6/08/2017 at 3:45 PM EST. The premium quoted to him at that time was based on information that he had provided on the...

application. The Motor Vehicle Report was returned on 06/09/2017 and included violations that were not listed on the original quote. This caused an adjustment to the premium. Mr. [redacted] requested to cancel the policy on 06/09/2017. Because the policy was certified, Mr. [redacted] was advised that the policy would have a future-dated cancel. SafeAuto is required to give the state of Virginia a twelve (12) day notice when a certified policy is canceled. Mr. [redacted] stated that he no longer needs a certified policy. He was advised to send proof that he no longer requires a SR22 or that it had been filed by another insurance carrier. Mr. [redacted] has not provided the requested information so we are unable to cancel the policy effective 06/09/2017. I am currently in contact with Mr. [redacted] to get the required information from the state so a resolution can be reached. Mr. [redacted] has agreed to send proof that he no longer requires a Sr22 to me directly and it will be handled efficiently and quickly upon receipt. If you have any questions, please feel free to contact me. Sincerely, Karla M[redacted] Customer Contact Center Supervisor [redacted]

I am responding to your letter dated September 1st, 2017 regarding a complaint filed by [redacted] Mr. [redacted] is complaining that his boat has not been repaired and demanding resolution of the claim.   Chronology: On 7/20/2017, [redacted] contacted SafeAuto claiming that [redacted]...

[redacted] had rear ended his boat. A claim was created and assigned to adjuster Ciarra [redacted] for handling. On 7/24/2017, Ms. [redacted] noted the file that Mr. [redacted] was not listed on the policy of SafeAuto insured, [redacted], and that an unlisted driver investigation would need to be completed. Ms. [redacted] attempted to contact Ms. [redacted] for a statement but left a message requesting a call back. Ms. [redacted] then attempted to contact Mr. [redacted] for a statement and also left a message requesting a call back. On 7/25/2017, Ms. [redacted] attempted to reach Mr. [redacted] and left a message requesting a call back. Ms. [redacted] then noted that the police report was received and not only did the police report confirm that Mr. [redacted] was driving the insured’s vehicle, but it also stated that Mr. [redacted] was operating the vehicle while unlicensed. The SafeAuto policy that Ms. [redacted] carriers requires that an insured must carry a valid driver’s license while operating the insured vehicle. Ms. [redacted] then attempted to contact Ms. [redacted] and Mr. [redacted] to discuss the issues, but had to leave another message requesting a call back. Ms. [redacted] then emailed as well as sent a contact letter via regular mail to Ms. [redacted]. On 7/26/2017, Ms. [redacted] attempted to reach Ms. [redacted] and Mr [redacted], and left another message requesting a call back. Ms. [redacted] then spoke with Mr. [redacted] and a statement was obtained. At that time, Ms. [redacted] advised Mr. [redacted] of the pending coverage issues and requested that Mr. [redacted] send her an estimate for the damages to his boat as well as supporting photos of that damage. On 8/2/2017, Ms. [redacted] attempted to contact Ms. [redacted] and Mr. [redacted] and left another message requesting a call back. Ms. [redacted] emailed as well as sent a contact letter via regular mail to Ms. [redacted]. Ms [redacted] also requested additional help from the SafeAuto special investigations unit in an attempt to obtain better contact information for Ms. [redacted]. Ms. [redacted] also contacted the Georgia Department of Motor Vehicles and confirmed that Ms. [redacted]’s driver’s license had expired. On 8/9/2017, Ms. [redacted] attempted to contact Ms. [redacted] and Mr. [redacted] and left another message requesting a call back. Ms. [redacted] emailed as well as sent a contact letter via regular mail to Ms. [redacted]. On 8/16/2017, Ms. [redacted] attempted to contact Ms. [redacted] and Mr. [redacted] and left another message requesting a call back. Ms. [redacted] emailed as well as sent a contact letter via regular mail to Mr. [redacted]. On 8/17/2017, SafeAuto special investigations located other possible phone numbers for Ms. [redacted]. On 8/22/2017, Ms. [redacted] received an email from Ms. [redacted] in which he stated that he needed to know by the following day whether he would be compensated for his loss. Ms. [redacted] responded and respectfully told Mr. [redacted] that she was still investigating the pending coverage issues and would not be able to guarantee whether payment would be issued until the investigation is complete. On 8/23/2017, Ms. [redacted] received notification that the contact letters that were mailed to Ms. [redacted] were being returned as undeliverable. Ms. [redacted] then attempted to contact Ms. [redacted] via phone and was advised by an unknown female that Ms. [redacted] was not available, but took a message. On 8/30/2017, Ms. [redacted] attempted to reach Ms. [redacted] and left another message requesting a call back. On 8/31/2017, SafeAuto appraiser, Melissa S[redacted] completed the review of the estimate that Mr. [redacted] had provided and noted that the amount demanded of $4,645.00 appeared to be within reason. On 9/5/2017, I personally followed up with Mr. [redacted] and left a message respectfully advising him that the coverage investigation is still ongoing due to the unlisted driver and suspended license issue. I requested a call back from Mr. [redacted] if he would like to discuss these issues further.  We regret Mr. [redacted]’s initial dissatisfaction with his claim and apologize for any delays on behalf of SafeAuto. Unfortunately, SafeAuto is not currently in a position to finalize the coverage investigation of this claim, but will be in contact with Mr. [redacted] once that decision is finalized.   If I can answer any other questions, please don’t hesitate to call or email me.   Sincerely,   Ryan W[redacted] Claims Supervisor Phone: ###-###-#### Fax: ###-###-#### Email: ryan.w[redacted]@safeauto.com

Mr. [redacted] started a policy on the Safe Auto website on 04/20/2018. The application was submitted and rated on the information provided by Mr. [redacted]. On the application, Mr. [redacted] had advised of three (3) violations. Based on that information, Mr. [redacted] was deemed an acceptable risk per Safe Auto’s...

underwriting guidelines.When the Motor Vehicle Report and CLUE reports were received on 04/23/2018, there were additional violations/accidents listed on those reports that changed the number of insurance violation points assessed to Mr. [redacted]. Based on the additional information that Mr. [redacted] did not disclosed he is no longer eligible for coverage per Safe Auto’s underwriting guidelines.Mr. [redacted] contacted Safe Auto after the reports had returned and the policy had been updated. The policy management system had automatically set a flat cancellation on the policy and the Underwriting team had not had time to review the policy and remove the flat cancellation. The information that Mr. [redacted] was given was not complete and could have led to the misunderstanding. The policy for Mr. [redacted] was reinstated with no lapse in coverage and set for a future-dated cancellation based on his ineligibility. The updated information was sent to him by his preferred notification method of email.Given the above, if Mr. [redacted] would like to have the policy cancelled as of the inception date as he was previously instructed had already taken place, we would be able to provide him with a full refund of his down payment and application fee as he has requested. If Mr. [redacted] instead would like to maintain the Safe Auto policy until the updated cancellation date of 05/06/2018, he is welcome to do so. This would allow him to maintain coverage during that time while shopping for another carrier.I have attempted to contact Mr. [redacted] to answer his questions and reach a resolution via phone as well as by email on how he would like us to proceed with his policy but have not heard back from him. Once we hear from Mr. [redacted] we can process the appropriate changes to his policy.Sincerely,Maria B[redacted]Customer Contact Center ManagerSafe Auto Insurance Company

I am responding to your letter dated 01/19/2016 regarding a complaint filed by [redacted]regarding a refund after cancelling her policy.On 01/12/2016, Ms. [redacted] started an insurance policy with our company. Thirty minutes afterstarting the policy, she called to cancel the policy. Since Ms. [redacted]...

was currently insured, werequested proof of her insurance. Once it was received, we issued a full refund of $231.00 backto her credit card on 01/13/2016.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

I am writing in response to your 5/16/2018 letter regarding the complaint filed by [redacted] against Safe Auto Insurance Company. We appreciate the opportunity to address Ms. [redacted]s concerns regarding the handling of this claim.Chronology:On 3/08/2018, Ms. [redacted] called in...

and reported the claim for the date of loss 2/16/2018. This is the first notice of the loss that Safe Auto received. The claim was assigned to adjuster P[redacted] On 3/09/2018, Ms. [redacted] called SafeAuto insured, [redacted] but was unable to reach him at the phone number on file.An email was sent to Mr. [redacted].Ms. [redacted] contacted Ms. [redacted] who advised two parked vehicles were struck by Mr. [redacted]. Ms. [redacted] informed Ms. [redacted] there could be a possible limits issue on the claim since the policy has a $5000.00 Property Damage policy limit. An inspection of Ms. [redacted]’s vehicle was requested. Due to the possible limits issue, the claim was transferred to adjuster [redacted] On 3/12/2018, Ms. [redacted]’s estimate for her 2005 Chrysler Town and Country was received and it was determined that the vehicle was a total loss with an actual cash value of $2,413.50.  On 3/14/2018, Ms. [redacted] contacted Ms. [redacted] and informed her that her vehicle was a total loss and because of the minimum limits policy of Mr. [redacted], she will need to identify and obtain the damages to the other claimant vehicle before we can proceed with the claim. Ms. [redacted] ordered a police report with the information provided by Ms. [redacted]. That same day, Ms. [redacted] attempted to contact Mr. [redacted].A message was left for a return call and she mailed a contact letter.On 3/19/2018, Ms. [redacted] attempted to contact Mr. [redacted] and left a message for a return call. On 3/27/2018, Ms.[redacted] called in for an update on the claim. Ms. [redacted] advised her that we were still waiting for the police report to obtain contact information for the other vehicle owner.On 3/29/2018, Ms. [redacted] contacted Mr. [redacted] who confirmed the facts of loss as previously reported.Ms. [redacted] informed Mr. [redacted] that SafeAuto would be accepting liability and informed him about the possible limits issue. That same day, Ms. [redacted] sent a status letter to Ms. [redacted]. On 4/13/2018, Ms. [redacted] asked for an update on the claim. Ms. [redacted] informed her that we were still waiting on the police report to identify the other claimant vehicle and Ms. [redacted] was informed of the limits issue again. On 5/03/2018, Ms. [redacted]’s insurance company [redacted] called in requesting the status of the claim. Ms. [redacted] advised [redacted] that due to a possible limits issue, we were awaiting the police report to identify the owner of the other vehicle that was damaged in the accident.On 5/15/2018, Ms. [redacted] sent a fax stating that the other claimant vehicle belongs to [redacted] Ms. [redacted] provided Ms. [redacted] address, VIN, and license plate. Ms. [redacted] stated that the city gave her the information. Ms. [redacted] spoke with Ms. [redacted] who stated that she has not owned the vehicle involved since last September. Ms. [redacted] stated that she sold the vehicle to [redacted] back in September. Ms. [redacted] did not have a contact number or address to contact Mr. [redacted]. Ms. [redacted] called the Pittsburgh Police Department and left a message asking if they could release the vehicle information because Safe Auto had still not received a copy of the police report ordered on 3/9/2018. The Pittsburgh Police Department called back and informed that they cannot release any information about the claimant. The officer informed her that accident reports are backed up two to three months. On 5/16/2018, Ms. [redacted] provided and update to Ms. [redacted] by email.She advised her that information that she provided for the owner of vehicle was not correct and that a call was made to the Pittsburgh Police Department, but they would not provide any information over the phone and advised the police reports were delayed several months. On 5/17/2018, adjuster [redacted] spoke with Ms. [redacted] who asked if the claim could be reviewed with Ms. [redacted]’ supervisor. On 5/18/2018, Ms.[redacted] corresponded with Ms. [redacted] by email and advised her that she reviewed the claim with me and I advised that due to the possible limits issue, we would need to wait for verification of the other vehicle damages before proceeding with Ms. [redacted]’s total loss settlement. Ms. [redacted] advised that Ms. [redacted] could proceed with her carrier if this was an option.   To date, Safe Auto is still awaiting copy of the police report to identify the other vehicle involved in the accident.  Before SafeAuto can proceed with the total loss settlement of Ms. [redacted]’s vehicle, SafeAuto must confirm that all damages will be under Mr. [redacted]’s  Property Damage policy limit. If you have any further questions, please feel free to contact me directly.  Regards, I[redacted] Claims SupervisorSafe Auto Insurance Company

Dear Ms. [redacted]I am responding to your letter regarding a complaint filed by [redacted] regarding a refund.On 02/09/2016 at 06:08 PM, Ms. [redacted] started an insurance policy with our company onour website. The policy insured a 2010 Chevrolet Impala with liability coverage. Therewas...

also an SR22 filing on the policy.On 02/09/2016 at 06:19 PM, Ms. [redacted] called into our service department and addedcomprehensive and collision coverage. The price increased and she asked to cancel thepolicy. The representative advised of the $25.00 cancellation fee. The cancellation wouldbe effective on 2/22/2016 due to the SR22 filing, as we must give advance notice of thecancellation.Ms. [redacted] was advised if she could provide proof the SR22 was filed with anothercompany, we would not require the future cancellation date. Ms. [redacted] stated she wasalready insured with another company prior to starting with our company. If she providedproof that she was insured prior to starting with our company, we would issue a fullrefund.On 02/10/2016, we received proof of insurance from [redacted] Company. Thevehicle listed on the declarations page was a 1998 Buick Park Ave. Since the 2010Chevrolet Impala was not listed, it was not acceptable proof of other insurance.SafeAuto j 4 Easton Oval I Columbus, Ohio 43219 1 Phone: ###-###-####www.safeauto.comWe received a manual typed up financial responsibility form on 03/1012016 showing theSR22 was filed by [redacted]. Tnerefore, we waived the 12 days of premium forthe future cancellation. This resulted in a refund of $34.00.If Ms. [redacted] can provide proof that she was insured prior to coming to our company, weare willing to refund any premium for the time she was insured with another company.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 2/20/2018 regarding a complaint filed by [redacted]. Mr. [redacted] complained that SafeAuto has not issued payment on his claim. Chronology:On 12/27/2017, SafeAuto insured [redacted] reported that his vehicle was stolen. The claim was assigned to...

adjuster Patrick B[redacted].On 12/27/2017, Mr. B[redacted] attempted to reach Mr. [redacted] by phone. He left a message for a return call. On 12/28/2017, Mr. B[redacted] spoke to Mr. [redacted] and took a detailed statement regarding the facts of the loss. Mr. [redacted] stated his vehicle was stolen and was not recovered. Mr. B[redacted] requested documentation from Mr. [redacted].On 1/8/2018, Mr. B[redacted] received the requested documents from Mr. [redacted]. That same day, Mr. B[redacted] attempted to reach Mr. [redacted] by phone. He left a message explaining he still needed the police report. On 1/11/2018, Mr. B[redacted] spoke to Mr. [redacted]’s lienholder, to confirm his account status and pay off. That same day, Mr. B[redacted] received the theft report. That same day, Mr. B[redacted] also had a valuation completed on Mr. [redacted]’s vehicle. On 1/12/2018, adjuster Danielle W[redacted] spoke to Mr. [redacted]’s lienholder. She explained the claim was still being investigated. On 1/18/2018, adjuster Jacklyn L[redacted] spoke to Mr. [redacted]. She explained if investigation was complete, the adjuster would submit the claim to management for final review after 30 days if the vehicle is not recovered.On 1/26/2018, Mr. B[redacted] spoke to Mr. [redacted], he requested he mail in his two keys to the vehicle. On 1/31/2018, Mr. B[redacted] received the two keys from Mr. [redacted]. On 1/31/2018, Special investigator Butch [redacted] was assigned to the file for additional background investigation. Mr. [redacted] spoke to Mr. [redacted] to schedule an in-person interview.On 2/5/2018, Ms. L[redacted] spoke to Mr. [redacted], she explained the claim was still being investigated.On 2/12/2018, Ms. L[redacted] spoke to Mr. [redacted], she explained the claim was still being investigated.On 2/16/2018, Ms. L[redacted] spoke to Mr. [redacted], she explained the claim was still being investigated.On 2/26/2018, Mr. [redacted] completed an in-person interview with Mr. [redacted]. That same day, adjuster Jonathan R[redacted] was assigned to the claim. On 2/27/2018, Mr. R[redacted] sent a status letter to Mr. [redacted]. At this time, Mr. [redacted] is still continuing his investigation. Once the investigation is complete, there will be a final review by management and the claim will be resolved accordingly. If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Stephanie V[redacted]Claims Supervisor

I am responding to your letter dated 01/29/2016 regarding a complaint filed by [redacted] in regards to her due date and cancellation date.Ms. [redacted] started an insurance policy with our company on 12/15/2015. Every month she issent two notices. A payment due notice and a cancellation notice....

The cancellation is set by thedate the policy was started. Therefore, Ms. [redacted]'s policy is set to cancel on the 15th of eachmonth at 12:01am.Unfortunately, we are not able to change a cancellation date on a policy. However, we arewilling to work with Ms. [redacted] to get her the due date that will work best for her.On 02/08/2015, I called Ms. [redacted] and left her a voicemail to return my call to assist her withgetting the due date that is convenient for her.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

January 24, 2017 Re:     Complainant : [redacted]           [redacted]
         [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 her payment amount. On 12/30/2016, Ms. [redacted] started a policy online through our website. She did not disclose any violations. The policy was started with a Homeowners discount and a discount for having prior insurance. The six -month premium was $230/$49 a month. We received the Comprehensive Loss Underwriting Exchange (CLUE) report, it revealed 3 accidents in the past 3 years. The six-month premium increased to $300/$60 a month. We mailed a notice of payment due on 1/03/2017 for $71 with a due date of 1/10/2017. No payment was received. A notice of cancellation was mailed on 1/11/2017 with a future effective date of 1/27/2017. We did not receive the requested proof to retain the Homeowners discount and the proof of prior insurance. Therefore, Ms. [redacted] six-month rate has increased to $393/$76 a month. If the proof is sent in we can apply the discounts and lower the rate. If I can answer any other questions, please don’t hesitate to call or email me.  Sincerely,  [redacted] 
[redacted] Phone: ###-###-#### Fax: ###-###-#### Email: [redacted]

I am responding to your letter dated October 4,201 6 regarding an additional complaint filed by[redacted]. Ms. [redacted] has stated that SafeAuto offered her $2,300.00 to fix the inside of hervehicle, but she only received $1,000.00. Ms. [redacted] has stated that she wants the rest of themoney she was promised.I have reviewed the file and it appears that the original estimate was written for $2,235.55.Payment should have been issued for $1,235.55 which is the amount of the estimate less Ms.[redacted]'s $1,000.00 deductible. However, it appears that the adjuster, Randy S[redacted], issuedpayment for $1,235.65 which is slightly higher than the amount that was owed. Mr. S[redacted]and I have followed up with Ms. [redacted] to discuss the deductible and explain why she did notreceive the entire amount of the estimate.Chronology:On 10/5/2016, Mr. S[redacted] spoke with Ms. [redacted] at approximately 10:39am anddiscussed her $1,000.00 deductible. Ms. [redacted] claimed that it would cost more to fixthan the amount that the SafeAuto estimate had accounted for. Mr. S[redacted] explainedthe supplement process to her should her shop need any additional money to repair allincident related damage. Mr. S[redacted] also sent a copy of the original estimate via emailand regular mail as Ms. [redacted] stated that she never received the original copy that wassent to her. I personally followed up with Ms. [redacted] at 10:46am and left a messagerequesting a call back to confirm that she understood the deductible and the supplementprocess. At 1:01pm, I followed up with the Ms. [redacted] and left her another message toconfirm that she understood the deductible.On 10/6/2016, I personally followed up with Ms. [redacted] and left another messagerequesting a call back to discuss the deductible.On 10/10/2016, I personally spoke with Ms. [redacted] and she confirmed that sheunderstood the deductible. She also stated that she did not have any additional questionsat that time.We regret Ms. [redacted]'s initial dissatisfaction with her claim and apologize for any issues that Ms.[redacted] has had throughout this process. At this time, it appears that Ms. [redacted] understands thedeductible and does not currently have any additional questions regarding her claim.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Ryan W[redacted]

We are responding to your letter regarding a complaint filed by [redacted] in regards to policy cancellation.? Ms. [redacted] started a policy on 04/22/2017 on a 2009 Chevrolet Traverse. She then changed vehicles on 04/24/2017 to a 2011 Chevrolet Traverse. The vehicle was listed with a loss payee. ?...

On 04/25/2017, Ms. [redacted] called our service department to request the policy be cancelled. She was advised that we would require the request in writing and the cancellation would take effect 12 days in the future since a loss payee is listed. We are required to send notification to the finance company (loss payee). ? Ms. [redacted] then informed the representative the vehicle was already insured with [redacted]. We requested her to send in proof of insurance showing the loss payee and we would cancel as of the effective date of her insurance with [redacted]. ? We received proof for the 2011 Chevrolet Traverse but not on the 2009 Chevrolet Traverse. Therefore, the policy was cancelled effective 04/24/2017 when the vehicle was added to the policy. ? A full refund will not be given since Ms. [redacted] was insured with our company for 2 days on the 2009 Chevrolet Traverse. However, a refund will be given to Ms. [redacted] for the 2011 Chevrolet Traverse. 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] started a policy on the Safe Auto website for a 2016 Chevrolet Silverado on 11/26/2016. Safe Autowas notified in December 2017 that the vehicle was also being insured for...

business purposes with anotherinsurance carrier. At that time, Mr. [redacted] was advised he would need to provide proof of the other coverageand Underwriting would review the policy. The first documents received did not include the information werequired to make a determination. Mr. [redacted] was asked to supply additional documentation. Once thenecessary documentation was received, the policy was sent for review to the Underwriting department. Since thevehicle had been insured with Safe Auto for an extended period of time and a full refund was being requested byMr. [redacted], the review had to be completed by multiple departments. Once the Underwriting and Productdepartments reviewed the documentation, our Accounting department was authorized to issue a refund check. Amember of management contacted Mr. [redacted] on 03/14/2018 to advise him of the resolution and that a refundcheck was being mailed. The refund check was mailed to Mr. [redacted] on 03/15/2018.A standard refund typically takes two weeks as Mr. [redacted] stated in his complaint, but in this case, the situationwas more complex than a standard refund. We do regret that Mr. [redacted] was unable to speak with a supervisorwhen he called but the management team did review the policy with representatives and advise that it was stillunder review. There were follow-up calls made to Mr. [redacted] when a supervisor was not able to speak to him atthe time of his call.We hope that Mr. [redacted] is satisfied with the resolution and encourage him to contact us for any questions orinsurance needs in the future.If you have any questions, please feel free to contact me.Sincerely,Kristie M[redacted]Contact Center & Training ManagerSafe Auto Insurance Company

I was told after May 21 that I had an option to keep my insurance at that time to cancel that policy and rewrite it to where it could have been month to month. if I was told that on the 21st, then all of this would not have happened. again, I was told on May 21st that I could not be helped. but in fact in October I was told that I could have been help if the representative who gave me all the information instead of telling me that there was nothing that they could do. The only reason why I acknowledge that the policy was going to cancel and I said that I would have to find another insurance was because I was told that there was nothing that safeauto could do. if I was told my options on May 21st, then we would not be in this matter today. If this matter does not get resolved, I will continue to seek for this matter to get resolved in the right way. You cannot give people bad information and expect them just to take an apology for it. An apology is not going to get back what is mine, my $500 and my license to be satisfied in the correct way. When you make mistakes you have to be accountable for making those mistakes. Please review all calls until October of this year to see that I was told bad information and they and the right information in October why was the information with held from me in May,that was not of my fault I would have loved to cancel that existing policy in May and rewrite it and had a month on month policy started in May as well. This matter needs to be resolved the right way.
Regards,[redacted]

I have attached the document provided to Safe Auto that they requested when I contacted them about the diminishment of my vehicle.  I paid a company that is authorized to do these reports $225.  The conversation, the few times that I have been able to actually speak to someone at Safe Auto,  I asked Safe Auto to provide the formula by which they came up with the original offer of $159.  They have never provided that .  I on the other hand in my conversation told them how I derived the $3098 that my vehicle has lost in value.  The formula that I used, utilizing NADA  was exactly what Brandon with Safe Auto said that they used.  The argument that Safe Auto is using "they don't feel that they owe a third party due to the State of Texas is not an argument that has any legal or rational defense.  As noted in the attachment, my vehicle is now worth over $3000 less due to Safe Auto insureds responsibility in the accident.  Since Safe Auto can't give me any legal argument for not paying a claim in Texas I am now requesting that Revdex.com schedule a mediation or can do via conference call or sky.  I live in Texas and I am happy to go to the local Revdex.com here if necessary.  My wife is actually the [redacted]  I reject the offer of $250.  I know that Safe Auto is an accredited business with your Revdex.com.  Therefore I am entitled to a mediation and possibly arbitration if necessary.  I am greatly disappointed in Safe Auto's continuing evasion in providing any rationale for their offer.  It barely pays for the document that THEY requested.  ,
[redacted]

response attached