Masonry Medic

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number 12685672.  A policy was started by [redacted] on 02/10/2018 at 11:25 AM EST on the Safe Auto website. The premium quoted to her at that time was based on information that she...

provided on the application. There were no violations listed on the online application when the policy was bound. When the Motor Vehicle Report was received on 02/12/2018, there were violations for Ms. [redacted] that were not listed on the original application. These additional violations did result in an increase to the six-month premium. When she bound the policy, Ms. [redacted] elected to be notified via email about changes to her policy. She received an email notification to check her policy. After receiving the email notification of the change to her policy, Ms. [redacted] did call Safe Auto to inquire about the change. She then made a payment for the amount of the premium adjustment to her policy.   Ms. [redacted] was sent a notice of premium due or bill notice on 02/15/2018. This was in compliance with the Underwriting guidelines approved by the state of Ohio that states that this notice will be sent ten (10) days prior to the bill due date. The bill due date on the notice sent to Ms. [redacted] was 02/25/2018. If a payment is not received by the due date, Ms. [redacted] will be sent a notice of cancellation for non-payment. The cancellation date will be effective twelve (12) days from the date the cancellation notice is generated.   We do apologize for the unsatisfactory service that Ms. [redacted] received from the representatives that she spoke with. We have reviewed the calls for training purposes and will use this opportunity to coach these representatives to avoid this type of occurrence in the future. We strive to excel in customer service and the service that Ms. [redacted] received was not what we would hope to provide to our customers. On behalf of our management staff, please accept our apology for this.  Unfortunately, we would not be able to honor the six-month premium of $745 since it did not include the violations. Ms. [redacted] stated that she had advised of them but there is no reflection of them on the application that was processed before the Motor Vehicle Report was received.  If you have any questions, please feel free to contact me.   Sincerely, Carol Moody  Contact Center Manager  Safe Auto Insurance Company

I am following up with a response to your letter dated 09/12/2016 regarding a complaint filed by [redacted]. Chronology: On 07/28/2016, the claim was reported by [redacted] that the additional driver in the insured vehicle rear ended the complaint. The claim was assigned to Brendon H[redacted]. ...

On 08/08/2016, the adjuster Mr. H[redacted] spoke to the third party vehicle owner [redacted]. Mr.[redacted] advised that the claimant damages would be handled through his carrier [redacted] On 08/19/2016, Mr. H[redacted] spoke to Mr. [redacted] regarding diminished value on his vehicle. Mr. H[redacted] advised Mr. [redacted] to submit a copy of the diminished value report from a dealership for review. On 09/08/2016, I received an email from Mr. [redacted] and advised Mr. H[redacted] to return a call. On 09/13/2016, I spoke to Mr. [redacted] regarding diminished value. I advised we have received the diminished value request of $3,140.00 and I would review it. On 09/14/2016, I called Mr. [redacted] and left a message regarding diminished value on his vehicle. Mr. [redacted] called back and I advised we can offer $159.00 for diminished value on his vehicle based on our review. We received the documentation which was a survey of 3 vehicles and then a 15% reduction in value. Upon our research, we could not find any statute or case law showing  that we owe diminished value in Texas. If this evidence is presented we will review it further. While we felt we do not owe anything additional, in an attempt to settle the claim amicably, we have made a fair offer of $159.00 which is based upon claims we have settled n the past. Mr. [redacted] did not accept this offer and counter offered $1,000 to settle the diminished value request. I called Mr. [redacted] and advised we could offer $250.00 for diminished value. Mr. [redacted] did not accept this offer. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Justin F[redacted]

On 05/03/2016, Mr. [redacted]’s mother, [redacted] made a payment by “bill pay” a wire transfer to Safety Auto Insurance for $214.00  Per [redacted]’s bank statement, the payment was then refunded on 05/11/02016 for 4214.00.  The transaction on the bill pay and refund were not done by Safe Auto Insurance Company.  As a result of no payment being received, the policy cancelled for non-payment on 05/20/2016. We spoke with Ms. [redacted] on 04/01/2016 and are willing to help her son start a new policy.  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 10/06/2015 regarding a complaint filed by [redacted] in regards to receiving a non-sufficient funds fee.? On 09/14/2015, Ms. [redacted] made a check payment through our website. Unfortunately, the check was returned from the bank due to an invalid routing or...

account number. The account could not be located.? On 09/18/2015, a letter was sent to Ms. [redacted] requesting a response within two (2) days from the time the letter is received to provide us with the correct account and/or routing number for this payment. We do not take action for 10 days to allow the customer time to provide the necessary information.? On 09/29/2015, we had not received any response from Ms. [redacted]. Therefore, the payment was considered as non-sufficient as we could not obtain the funds. The policy was then set up for cancellation effective 10/09/2015 and the fee was applied to her policy.We apologize for any inconvenience this may have caused Ms. [redacted]. The policy is still able to be reinstated if a payment is made within the next 3 days. As a courtesy, we will remove the fee.If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Casey M[redacted]

Paper I received in the mail on the 21st of March after purchasing my quote on the 11th of March online. I called safe auto on the 14th and questioned them about what I was seeing online as it said I had a balance of 594.00 due.mind you I never received anything in mail nor did anyone call me and tell me that my rate would change. I had to find this out by going to safe auto website and logging on to my account to see a super high bill that was due! The photo of this paper is what I paid for because this was quoted. Prior to paying the down payment of 218.00 I was never informed by any representative nor was it online about a possible rate change. So basically they took my money then change my rate to a higher rate now they are saying that I have an amount due. That is not lawful to take a customer's money and not notify them anything about a possible rate change and then a day later up rate them. This company could possibly looking at a lawsuit(s).

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 08/01/2017 at 8:29 AM EST. At that time, Ms. [redacted] chose to make her payments on the monthly installment plan. In...

Kentucky, a Notice of Premium Due will generate ten (10) days prior to the bill due date. A Notice of Cancellation for Non-payment of Premium is generated the day after the bill due date if the required premium payment is not received and will have a cancellation effective date sixteen (16) days in the future from the date the cancellation notice is generated. This policy is not set to cancel until 10/01/2017 at 12:01 AM EST. The coverage is actually being granted for 31 days for this cycle. The application that was sent to Ms. [redacted] advises that if she initiates the cancellation of the policy that all fees are non-refundable. It states that those fees include the $40 application fee, an $10 installment fee (per installment) and a $25 insured request cancellation fee. Unfortunately, we are not able to accommodate Ms. [redacted]’s request for a full refund of the amount paid at the beginning of the policy. Coverage has been extended to Ms. [redacted] for the policy period. After review, we find that SafeAuto followed all company policies and procedures. If you have any questions, please feel free to contact me. Sincerely, Karla M[redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext. [redacted] Fax: ###-###-#### Email: karla.m[redacted]@safeauto.com

I am writing in response to your letter regarding the complaint filed by [redacted]against Safe Auto Insurance Company. We appreciate the opportunity to address Mr. [redacted]’s concerns regarding the handling of his claim. 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.   [redacted]’s complaint is he would like for us to address his outstanding medical bills related to the accident.   ·         On August 24, 2017: Ms. Heather O[redacted] spoke with Mr. [redacted] and took his statement regarding his bodily injury. Mr. [redacted] provided details about his injuries and his treatment was not finished at this point. She confirmed his address and sent him a Medical Authorization form to complete and return. ·         On September 7, 2017: Ms. O[redacted] followed up with Mr. [redacted] for his treatment status. Mr. [redacted] stated he did not think he would require additional medical treatment. He had received the Medical Authorization form, would complete and return to Ms. O[redacted]. ·         On September 11, 2017: Ms. O[redacted] received the completed Medical Authorization form from Mr. [redacted] and ordered his medical bills/records. ·         On September 25, 2017: Ms. Tabatha Ashwood, a coworker of Ms. O[redacted], spoke with Mr. [redacted]. She confirmed that the Medical Authorization was received and his medical bills and records were ordered on September 11th. ·         On September 29, 2017: Ms. Sheilah Edgar, a coworker of Ms. O[redacted], spoke with Mr. [redacted]. Mr. [redacted] requested us to speed up the process. Ms. Edgar informed him that the bills and records have been ordered. Ms. Edgar advised to Mr. [redacted] that he is welcome to actively pursue his own medical bills/records to present for Ms. O[redacted] to review. Mr. [redacted] advised that he was receiving phone calls from Atrium. Ms. Edgar advised Mr. [redacted] to provide them with Ms. O[redacted]’s information. ·         On October 9, 2017: Ms. O[redacted] left a message for Mr. [redacted] advising that the Medical Authorization form needed a correction to include a specific date range. ·         Later that day, Ms. O[redacted] spoke with Mr. [redacted] advising that Atrium is requiring a signed release to provide her with the information for his medical bills and records. Mr. [redacted] advised he would execute and return to Ms. O[redacted]. ·         On October 10, 2017: Ms. O[redacted] received the executed release for medical bills/records from Mr. [redacted] and sent to obtain the bills/records. ·         On October 25, 2017: Ms. O[redacted] spoke with Mr. [redacted] and advised that the prior form needed to be signed again as Mr. [redacted]’s date was not legible. Mr. [redacted] advised he would sign it on his break and return. Mr. [redacted] also advised he’d received his EMS bill in the mail. Ms. O[redacted] requested him to send that to her. ·         On October 27, 2017: Ms. Ellen Adams, a coworker of Ms. O[redacted], spoke with Mr. [redacted]. He informed Ms. Adams that he’d sent the new form via email to Ms. O[redacted]. Mr. [redacted] confirmed he would send in the EMS bill. ·         Later that day, Ms. O[redacted] received the corrected Medical Authorization form with the EMS bill for Mr. [redacted]. She requested the additional medical bills/records again. ·         On October 30, 2017: Ms. O[redacted] called Mr. [redacted] and left a message. ·         Later that day Ms. Adams spoke with Mr. [redacted] and confirmed he was ready to resolve his claim. She completed a verbal release with Mr. [redacted] for $750.00 plus agreeing to pay the additional medical bills associated with the loss. ·         On December 1, 2017: Ms. O[redacted] spoke with Mr. [redacted] who’d advised he’d received a call from a debt collector for his medical bills. Ms. O[redacted] informed him that we’ve received his medical records, but not his medical bills. She is unable to pay the medical bills without copies of them. She informed him if he’s able to provide her with copies of the medical bills, she would be able to directly address them. If not, we would need to wait as they’ve been ordered. ·         Later that day, Ms. O[redacted] spoke with Mr. [redacted] who claimed that Atrium stated we’d never sent them an authorization form. Ms. O[redacted] confirmed the form was sent on 10/27/17, but she would follow up with them. Ms. O[redacted] resent the signed authorization form. ·         On January 31, 2018; Mr. Jimmy Bloomfield, a coworker of Ms. O[redacted], spoke with Mr. [redacted]. Mr. [redacted] informed his that his health insurance was billed by the hospital instead of Safe Auto, and now a debt collector is pursuing him. Mr. Bloomfield requested him to send in the correspondence that he’d received. ·         Later that day, Ms. O[redacted] spoke with Mr. [redacted] and again informed him that we need copies of his medical bills in order to pay for them. She sent him a copy of the authorization form to ensure all items/providers were listed and signed correctly as he is claiming outstanding bills. Mr. [redacted] advised that he was going to contact the providers, see what bills are outstanding, and request copies. ·         On February 5, 2018; Ms. O[redacted] received an email from Mr. [redacted] with two medical bills: $894.56 for Monroe City EMS and $250.00 for Kettering Health Network. Ms. O[redacted] called both providers later that day to confirm the amounts and TIN’s. She confirmed the amount with Monroe City EMS. They agreed to send over a W9. She left a message with Kettering Health. ·         On February 6, 2018; Ms. O[redacted] called a left a message with Kettering Health. ·         Later that day, Ms. Edgar spoke with Carolyn from Kettering Health Network and confirmed Mr. [redacted]’s copay was $250.00 and Anthem paid $1,475.00. Ms. O[redacted] sent Kettering Health the owed $250.00.     The disputed amount by Mr. [redacted] was sent to Kettering Health Network on 2/6/18. The check number is 20267918.   If you have any further questions, please feel free to contact me directly.   Regards,   Karl Stevens Claims Supervisor Phone: (614) 817-0080 Fax: (614) 384-4883 Email: [email protected]

I am writing in response to the complaint filed by Mr. [redacted] in regarding to the paymentof his claim.Mr. [redacted] reported he had hit a deer on 5/26/2015 within 10 days of the inception of hispolicy. Throughout the investigative process it was hard to reach Mr. [redacted] as hisphone's voicemail...

was not set up. After reaching him on 5/29/2015 he was advised of theclaim process and his statement was taken. The Special Investigator assigned to the filereviewed all the appropriate background information and coverage was cleared on 6/9/2015.At this time a call was placed to Mr. [redacted]'s Phone number, but it was not answeredand without voicemail he could not be notified. The check for his damages less hisdeductible was issued the same day.If you need any additional information, feel free to contact me.Sincerely,[redacted]###-###-####[redacted]

I am responding to your letter dated 10/02/2015 regarding a complaint filed by [redacted]. ? On 09/28/2015, Mr. [redacted] called into our service department and was told the last day to make a payment would be 09/30/2015. During that call, he was advised that he could reinstate the...

policy after that date. ? On 10/01/2015, Mr. [redacted]’s policy cancelled for non-payment. ? On 10/02/2015, Mr. [redacted] called to make a payment, in which he was advised that we could not accept a late payment. ? Mr. [redacted]’s policy is currently flagged for frequent claim activity. A letter was sent to Mr. [redacted] on 03/03/2015 advising that we would no longer accept late payments. After further review, we realize that Mr. [redacted] was not given accurate information when speaking with our representative. Therefore, we will allow him to reinstate as a one-time courtesy. We sincerely apologize for the service that Mr. [redacted] experienced when speaking with our service department. We appreciate his feedback and will take the necessary actions with our representatives to prevent inaccurate information in the future. 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 07/12/2017 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 her claim. 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.   [redacted]’s complaint is she would like for us to admit that our client, Mr. [redacted] was liable for the accident, and reimburse her for her deductible.   The claim was filed by [redacted] on 6/26/17 and Mr. Randy [redacted] was assigned as the Adjuster.On June 26, 2017, Mr. S[redacted] contacted Mr. [redacted] and took his statement. Mr. [redacted] disputed liability for the accident. He indicated that both vehicles were changing lanes at the same time. Mr. S[redacted] confirmed that Mr. [redacted] thought that fault was “50-50.” Mr. S[redacted] contacted Ms. [redacted] on 6/26/17 and took her statement. She indicated that Mr. [redacted] improperly changed lanes and struck her vehicle. Mr. [redacted] was the only party changing lanes.On June 26, 2017, due to the disputed liability on the accident; the file was reassigned to Ms. Jessica B[redacted].On June 28, 2017, Ms. Jessica B[redacted] spoke with [redacted] from Progressive Insurance and [redacted] agreed to send her photos from the scene of the accident.On June 28 and 29, 2017 Ms. Jessica B[redacted] left messages for Mr. [redacted] to review liability.On June 30, 2017, Ms. B[redacted] spoke with Ms. [redacted]. Ms. B[redacted] informed her that we have the photos of the text messages sent to us by her insurance carrier, Progressive. The messages did not confirm liability for the accident. She informed Ms. [redacted] she has sought additional contact with Mr. [redacted], so she can complete her liability investigation. We did not have enough information to make a liability decision at this point. Ms. [redacted] advised that she had filed through Progressive for her damages and she wanted Safe Auto Insurance to provide her with her $500 deductible. Ms. B[redacted] advised we were not positioned to provide her with a payment for her deductible.On June 30, 2017, Ms. B[redacted] left a message for Mr. [redacted] to review liability.On July 3 and 6, 2017 Ms. B[redacted] left a message for Mr. [redacted] to review liability. A contact letter was sent on July 6, 2017.On July 11, 2017, Ms. B[redacted] spoke with Ms. [redacted]. She advised we are still pending contact with Mr. [redacted] to make our decision. She advised if we did not hear from Mr. [redacted] by July 13, 2017 that she would review with her management to finalize liability based on the information we have at hand and she would follow up with Ms. [redacted] on that same day. If you have any further questions, please feel free to contact me directly.   Regards,   Karl S[redacted] Claims Supervisor Phone: ###-###-#### Fax: ###-###-#### Email: karl.s[redacted]@safeauto.com

I need documentation/copies of all policies and SR-22s sent to the State of Indiana that I have had with Safe Auto.  I need proof that I have had insurance and my license reinstated.  I have only received cancellations from the BMV not notices that SR-22s were filed once payment was received.  I am stuck in the middle between Safe Auto's automatic practice of sending notices even though the bill is not yet due, and the BMV sending suspension notices that aren't even warranted. I need it in writing that I have had ongoing SR-22 insurance.

I am responding to your letter dated 12/21/2015 regarding a complaint filed by [redacted]regarding the timeiiness and handling of her claim.Chronology:On 1112012015, the claim was reported to SafeAuto by Ms. [redacted].On 11/23, the claim was assigned to adjuster Tania H[redacted] and special investigator...

KatieN[redacted]. The file was reviewed and it was determined that this loss occurred within 10 daysof the inception of the policy. Ms. H[redacted] called Ms. [redacted] and took a recordedstatement confirming the facts of loss. An appraisal was set up to review the damages toMs. [redacted]'s vehicle.On 11/30, Ms. N[redacted] reviewed the file and requested that Ms. H[redacted] obtain the tow billand cell phone records regarding the date of loss.On 1212, Ms. H[redacted] left a message with Ms. [redacted] regarding the documentation thatwas needed. The appraisal was received and reviewed with the damages to Ms. [redacted]'svehicle being $3869.97 after deductible.On 1213, Ms. N[redacted] Followed up with the County Sheriff to see if there was any record ofthis incident to which there was not.On 1214, Ms. H[redacted] called and left another message for Ms. [redacted].On 1219, Ms. H[redacted] called Ms. [redacted] again and left another message.On 12/10, a letter was mailed to Ms. [redacted].On 1211 1. Ms. H[redacted] received the tow bill via fax. The file was reviewed, but cellrecords were still outstanding.On 12/14, Ms. H[redacted] left another message for Ms. [redacted].On 12/15, Ms. H[redacted] spoke to Ms. [redacted] regarding the outstanding cell records. Sheadvised that she had spoken to her attorney and would not be providing them. Ms. N[redacted]requested that the insured's attorney contact her. Ms. N[redacted] also attempted to contact theshop that had towed Ms. [redacted]'s vehicle.On 12/16, Ms. N[redacted] Spoke to Ms. [redacted] and discussed the ongoing investigation andadvised that her cooperation was needed and that included cell records.On 12/21, the file was reassigned to adjuster Kelli S[redacted].On 12/22, Ms. [redacted] noted she called people from a passerby's phone and not her ownat the time of loss. Ms. N[redacted] reviewed all records provided and determine that there wasnothing that would dispute the loss as reported.On 12/23, Ms. S[redacted] spoke to the lien holder of the vehicle involved in this accident,advising that coverage had been cleared. They requested that a check be issued to Ms.[redacted] and also having them listed as a payee. The check was requested but due to thetime it was not approved.On 12/28, the check for vehicle damages was approved and sent to Ms. [redacted]. Amessage was left to advise her of the same.At this time the investigation has been completed and payment for Ms. [redacted]'s damages havebeen issued.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M[redacted]

I am responding to your letter dated March 20, 2017 regarding a complaint filed by [redacted]. Mr. [redacted]’ complaint is that he has been unable to reach anyone about issuing additional payments for additional damages found to his vehicle. He stated he is owed somewhere close to $2,400.00...

for repairs to his vehicle. He also requested a refund on his last month’s policy payment for the trouble he has been caused.   Chronology: On 2/1/2017 at 1:30 PM, [redacted] reported that he was driving his vehicle when 2 raccoons ran onto the road and his vehicle struck the raccoons. The claim adjuster, Felicia A[redacted] contacted Mr. [redacted] on 2/2/2017 and obtained his statement about the accident, confirming that he was driving when 2 raccoons ran onto the road. The first raccoon hit the front of his vehicle and the second raccoon hit the driver side front tire area. An appraisal was set up at this time for an appraiser to go out to inspect the vehicle. On 2/6/2017, the estimate was completed and sent to Felicia. Felicia called the insured the same day to tell him payment was being issued. A payment was issued that day for $1,353.69. On 2/16/2017, Felicia spoke with Mr. [redacted] and explained the supplement process. On 2/17/2017, a supplement was set up to have an independent appraiser contact [redacted] Auto Repair to re inspect the vehicle. On 2/22/2017, a staff appraiser, Joseph H[redacted], reviewed the independent appraiser’s estimate and sent them a change request on their supplement. On 2/24/2017, Joe H[redacted] sent a 2nd change request to the independent appraiser. On 2/27/2017, Joe H[redacted] sent a 3rd change request to the independent appraiser. On 3/1/2017, there was still no response from the independent appraiser regarding the changes Joe H[redacted] made to the supplement estimate. Joe H[redacted] called the initial shop that the insured went to for an estimate, [redacted] Auto Body, to discuss the damages the shop wrote for. He was unable to reach anyone and left a voicemail. On 3/3/2017, Joe H[redacted] call the independent appraiser and spoke with someone in the office who stated they had not received the request in the office. Joe H[redacted] sent it again and they confirmed receipt. On 3/3/2017, Joe H[redacted] spoke with Mr. [redacted] who stated that he struck 2 raccoons then went off the road and ran over 3 trees causing limbs and rocks to damage the rear bumper and a chip on the roof of his vehicle. This info was not provided in the initial statement. On 3/7/2017, Joe H[redacted] spoke with Mr. [redacted] again to review the additional facts of loss that were not initially provided in the initial statement. Joe Horn advised Mr. [redacted] that he would have the adjuster pull the recorded statement for review. On 3/9/2017, the adjuster Felicia A[redacted] pulled the insured’s recorded statement and there was no mention of the vehicle going off the road. On 3/20/2017, Felicia spoke with Mr. [redacted] who provided additional facts of loss that confirmed his initial statement with the 2 raccoons, then added that his vehicle then ran off the road to the left. There were approximately 4-5 trees along the side of the road, the limbs were hanging low and the branches scraped along the top of the hood, top deck lid and rear bumper. On 3/20/2017, Joe H[redacted]'s supervisor, Darryl G[redacted] spoke with Mr. [redacted] who was upset that the additional damage was not written. Darryl explained to Mr. [redacted] that the estimate was written based on his initial statement of the loss. Mr. [redacted] was advised that his statement has now been updated and that we would process the additional damages. On 3/22/2017, Joe Horn spoke with Mr. [redacted] and explained the supplement process for the additional damage. Joe H[redacted] asked Mr. [redacted] when he could get his vehicle in for repairs at [redacted]. Mr. [redacted] stated he would not be able to leave the vehicle next week but would make arrangements on getting it repaired.  We regret Ms. [redacted]’s initial dissatisfaction with her claim and apologize for any calls that went unreturned. The request for additional payment for additional damages to his vehicle has been addressed. Unfortunately, we are unable to refund any policy premiums to Mr. [redacted].   If I can answer any other questions, please don’t hesitate to call or email me.   Sincerely,   Kristina W[redacted]

I am responding to your letter dated 02/19/2016 regarding a complaint filed by [redacted]in regards to making two payments.On 02/15/2016, Mr. [redacted] called in to our service department. He was advised that we had notyet received his mailed in check. Mr. [redacted] made a payment over the phone....

During that call,the representative did state he would send an email to our Accounting department to not processthe mailed in check. Unfortunately, the mailed in check was received on 02/16/2016 andprocessed upon anival.On 02/18/2016, Mr. [redacted] made several calls in to our service department. He was asked tosend a bank statement to show both payments cleared before we could issue a refund. He did notsend in the necessary information.At this time, both payments were credited to the policy and the policy is currently paid up until04/16/2016.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted].A policy was started by [redacted] on 09/09/2017 at 11:09 AM EST. [redacted] called SafeAuto on 09/16/2017 to advise us that her car would be taken away on 09/18/2017. She...

called again on 09/18/2017 to cancel her policy once the car was no longer in her possession. Her policy was cancelled per insured’s request. We do apologize that [redacted] received a letter stating that she had a balance owed to SafeAuto. The initial amount quoted to [redacted] as a credit did not take into consideration the previous balance owed to SafeAuto that was paid in the down payment. After the fees were assessed to the premium paid for the down payment, the credit to be returned to [redacted] is $28.66. A request has been sent to Accounting to expedite the refund. The refund should be processed in 3-5 business days. If you have any questions, please feel free to contact me. Sincerely, Karla M

This letter acknowledges receipt of your correspondence regarding the rebuttal of [redacted], ID number [redacted].  Documentation was received from Ms. [redacted] to confirm her coverage and state filing thru another insurance carrier after the initial response to the complaint. With the updated information, we have worked with Ms. [redacted] to refund her for unearned premium with the cancellation of her policy. Ms. [redacted]’s policy was cancelled effective 2/2/2018 per her request, a refund check was sent to Ms. [redacted] on 02/15/2018 to the address on file.  If you have any questions, please feel free to contact me.   Sincerely, Carol M[redacted]  Contact Center Manager  Safe Auto Insurance Company  4 Easton Oval  Columbus, Ohio 43219  Phone: ###-###-####  Fax: ###-###-####  Email: Carol.M[redacted]@safeauto.com

I am responding to your letter dated 1 1/9/20 1 5 regarding a complaint filed by [redacted]. Mr.[redacted] complained that the customer service provided by SafeAuto was unacceptable. Mr. [redacted]is looking for compensation for arranging alternate transportation.Chronology:On 10/10/2015, Mr. [redacted]' s vehicle...

passenger, [redacted], reported that Safe Auto insured[redacted] hit the rear of Mr. [redacted]'s vehicle at a traffic light. The clain was assigned toadjuster Dolores V[redacted] On 10/13/2015, Ms. [redacted] attempted to reach Ms. [redacted] by phone. Ms.[redacted] left a message far a return call. That same day Ms. [redacted] spoke to Mr.[redacted] regarding the facts of the accident. Ms. [redacted] requested an appraiser toinspect his vehicle and explained liability was not accepted at that time since she hadnot spoken to Ms. [redacted].On 10/15/2015, Ms. [redacted] attempted to reach Ms. [redacted] by phone. Ms.[redacted] left a message for a return call.On 10/16/2015, SafeAuto appraiser Paul G[redacted] inspected Mr. [redacted]'s vehicle andwrote an estimate for the damage.On 10/2O/2015, Ms. [redacted] atternptd to reach Ms. [redacted] by phone. Ms.[redacted] left a message for a return call.On 10/22/2015, Ms. [redacted] spoke to Ms. [redacted] regarding the facts of theaccident. That same day Ms. [redacted] attempted to reach Mr. [redacted] by phone. She lefta message explaining that liability had been accepted and she would be issuing thepayment for his vehicle's damage.On 11/9/2015, Ms. [redacted] returned a call to Mr. [redacted] and she setup a rentalreservation through Enterprise Rental Company. That same day, she spoke to therepair shop and they told her that Mr. [redacted] dropped off his vehicle to the shop thatday.Mr. [redacted]'s vehicle is currentIy in the shop being repaired and he has a rental provided to himwhile repairs are being complete.I have included a copy of the estimate for Mr. [redacted]'s vehicle.If I can answer any ofter questions, please don't hesitate to call or email me.Sincerely,[redacted]

Response attached

Attached is an estimate for the repair of [redacted]’s vehicle that was submitted to Safe Auto Insurance Co. after a vehicle collision that occurred on November 27, 2017 in [redacted], KY.              Mr. [redacted] asked that I fax this document to the Revdex.com. Please do not hesitate to call me with any questions/concerns.              Respectfully,              Gray C[redacted]

I am responding to your letter dated 04/18/2016 regarding a complaint filed by [redacted]. Chronology: On 02/02/2016 at 10:33 AM eastern standard time, SafeAuto received a notice of loss involving [redacted] and policy holder [redacted].  The claim was opened and assigned to...

claims adjuster Logan m[redacted]. The adjuster took statements from both [redacted] and [redacted] the same day. After [redacted]’s statement, Logan also scheduled an appraisal assignment in order for us to determine total damages. After statements were taken, liability was acceoted. On 02/04/2016 the estimate was received and approved. Estimate was for 6.6 hours of labor to repair the vehicle. Total amount of repair was $423.62. Ms. [redacted] was contacted and informed that the payment was requested and should arrive in 7-10 business days. At this point the rental process was explained to the claimant. On 02/05/2016 the check was issued to [redacted] to pay for the repair of her car. On 02/15/2015 Ms. [redacted] called Logan M[redacted] to advise the claimant vehicle was being dropped off at a repair facility. Ms. [redacted] requested a rental car. At this time Logan set up the rental reservation, authorizing direct billing from [redacted] rental car to Safe Auto. Rental was set up for 2 days based on the repair formula: 4 labor hours per day for repair. 6.6 hours of total repair time needed = 1.5 days of repair. Logan correctly Authorized 2 total days. 02/16/2016 the repair shop requested 1 day extension online with a targeted completion date of 02/17/2016. The rental team approved a one days extension. 2/18/2016 Repair shop advised vehicle would be finished 02/18/2016 and requested one more day of rental to cover 2/18/2016. The rental team approved the request and set the last approved day as 02/18/2016 paying for a total of 4 rental days on a 6.6 hour repair. We regret Mrs. [redacted]’s dissatisfaction with this claim. Based on the fact that the total repair only took 6.6 hours, and SafeAuto approved a rental car for 4 days, at this time we feel that the approved rental amount was fair. The extended time Mrs. [redacted]’s vehicle was in the body shop was not a result of a delay or action on our part. If I can answer any other questions, please don’t hesitate to call or email me.