Masonry Medic

February 7, 2017   [redacted]
  Attn:  [redacted]  (via fax ###-###-####)   Your File Number       :  [redacted]           ...

*  [redacted]     *  [redacted]5 Date of Loss                :  01/26/2017 NAIC Number            :  25405 Insuring Company      :  SafeAuto Insurance Company   Dear [redacted]   I am writing in response to your 01/31/17 letter regarding a complaint that was filed by Johanee A[redacted].  Ms. A[redacted] complained that the SafeAuto special investigator, [redacted] was rude and made accusations that she did not appreciate.    Ms. A[redacted] started an online auto policy with SafeAuto on 01/26/2017 at 1:04PM ET.  [redacted] (claimant) contacted SafeAuto on 01/26/2017 at 3:16PM ET to report an auto accident claim involving himself and Ms. A[redacted].  He originally reported that the accident occurred on 01/26/2017 at 1:45PM ET.  Investigator [redacted] presented Ms. A[redacted] with information that the claimant reported the accident occurring an hour earlier than she was stating.  When questioned, Ms. A[redacted] became extremely upset and disconnected the call.  Investigator [redacted] also reached out to [redacted] and questioned him about the accident.  He advised that prior to the accident he was taking his wife to her doctor appointment.  When asked when the appointment time was he responded 2PM, then 3PM and then 4PM.  It was explained to [redacted] that SafeAuto is investigating the claim due to the recent policy inception.  [redacted] became upset as well, stating that SafeAuto just doesn’t want to pay the claim.  The investigation is ongoing and currently the investigator is waiting for Ms. A[redacted] to provide the remainder of her requested cell phone records.   If you need any additional information, feel free to contact me.   Sincerely,   [redacted] ###-###-####

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 05/29/2017 at 11:21 PM EST. Thepremium quoted to him at that time was based on information that he had provided on...

theapplication for himself and an additional driver. When the Motor Vehicle Report was received, therewere violations listed for the additional driver that had not been included on the initial application.These additional violations resulted in an increase to the six-month premium. This is the reasonthat the monthly rate is different than originally quoted.Unfortunately, we are not able to accommodate Ms. [redacted] request for a full refund becausecoverage has been provided from the start of the policy and is not set to cancel until 06/18/2017 at12:01 AM EST. After review, we find that SafeAuto followed all company policies and procedures.If you have any questions, please feel free to contact me.Sincerely,[redacted]Customer Contact Center SupervisorPhone: ###-###-####, ext. [redacted]Fax: ###-###-####Email: [redacted]

The rental was provided to Ms. Thomas for 2 days, as the policy states rental charges can be reimbursed until 48 hours after a total loss offer is made. Ms. N[redacted] made the total loss offer to Ms. Thomas on 5/19/2017. Ms. Thomas did not have a rental at that time, however, once the rental was setup SafeAuto paid for the rental for 2 days.   On 6/20/2017, Mr. S[redacted] attempted to reach Ms. [redacted] by phone and offered pay for 5 additional rental days at $20 per day directly to her, for a total of $100. Mr. S[redacted] left Ms. [redacted] a voicemail, and she has not responded to further discuss.   Please see attached copy of the policy language from Ms. [redacted]’ policy regarding rental reimbursement.   If I can answer any other questions, please don’t hesitate to call or email me.                    Sincerely,   Stephanie V[redacted] Claims Supervisor Phone: ###-###-#### Fax: ###-###-#### Email: [redacted]   Enclosures (1)

I am responding to your letter regarding a complaint filed by [redacted] and [redacted] in regards to an incorrect vehicle identification number being filed with the state of [redacted], insuring a commercial vehicle and a cancellation fee. On 12/16/2015, Ms. [redacted] added the 1999 Chevrolet GMT,...

the vehicle identification number (VIN) that was given was [redacted] On 05/10/2016, Ms. [redacted] called in regarding the letter they received from the state of Kentucky. The representative verified the VIN number and one digit was different that was given in December. The VIN was given as [redacted]. We have sent a new filing to the state to reflect the correct VIN from 12/16/2015 – 05/26/2016. During the call on 05/10/2016, the representative did advise that the vehicle exceeded our underwriting guidelines as we do not insure one ton vehicles. Ms. [redacted] was advised that she would need to find another carrier. On 05/26/2016, Ms. [redacted] called into our office and requested her policy to be cancelled. Ms. [redacted] indicated they were going with another company since we were not able to insure their truck. The representative advised of the $25.00 cancellation fee and the refund amount of $26.95. A refund check was mailed on 05/27/2016 for $29.05. Ms. [redacted] has requested a refund for the time the 1999 Chevrolet GMT was on her policy. We would not be able to provide a refund, as coverage was provided for the vehicle while it was insured with our company. The cancellation was done at Ms. [redacted]’s request and not by our company. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted]

July 5, 2017[redacted]
Dear [redacted],  This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted]. On 06/21/2017, the...

vendor used by SafeAuto to process credit/debit card payments experienced difficulties. Payments that had originally been made on 06/08/2017 by SafeAuto customers were duplicated and processed again on 06/21/2017 on behalf of SafeAuto. This was an error that originated with the vendor and was identified to SafeAuto. The vendor did resolve the issue and reversed the payments that were made in error on the same day as the issue. SafeAuto was advised that some banks may show the reversals the same day, while others may take longer. Our accounting department has been working with the vendor to inquire about the specific funds for [redacted]. The vendor has provided a tracking number for the payment reversal. I have spoken with [redacted] today on 07/06/2017 and provided him with the tracking number. I advised him to contact his card company and provide the tracking number for further information about the payment. I have emailed [redacted] the tracking number for his record purposes as well as my contact information in case there are further questions. He stated that he has no further questions or issues at this time. If you have any questions, please feel free to contact me.  Sincerely,  Karla M[redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext. [redacted] Fax: ###-###-#### Email: [redacted]

I am writing in response to your 9/21/2015 letter regarding a complaint that was filed by [redacted] (Miss [redacted]).Claim chronology: The accident happened on 3/21/2016. The claim was reported to SafeAuto on4/28/2016 1:54pm by Miss [redacted] attorney [redacted] . It was assigned to adjuster...

MarcusA[redacted] (Mr. A[redacted]) on 4/29/201 6.On 4/29/2016, Mr. A[redacted] spoke with the named insured [redacted] who asked to becalled back on 5/2/2016. He attempted to contact Miss [redacted] but the line hung up and then hespoke with [redacted]'s office who needed to determine if they were handling Miss [redacted]vehicle damage claim.On 5/2/2016, Mr. [redacted]'s took a recorded statement from [redacted] confirming that shewas driving a vehicle other than the listed vehicles on her SafeAuto policy. The owner of the vehiclewas [redacted] (Mr. [redacted]) and Mr. [redacted]'s advised we need to speak with Mr. [redacted]On 5/6/2016, Mr. [redacted]'s was unsuccessful in obtaining a statement from Mr. [redacted]On 5/13/2016, [redacted]'s office advised that Mr. [redacted]'s auto insurance carrier, [redacted],has denied the claim and that it was ok to discuss damages with Miss [redacted]. Mr. A[redacted] spokewith Miss [redacted] and agreed to have her vehicle inspected. Mr. A[redacted] also left a message forMr. [redacted]Messages were left for Mr. [redacted] on 5120,612,6122 and 7/15/2016.On 5/24/2016, 5/27/2016 both [redacted] and [redacted]'s office were provided updates on theclaim investigation. In addition, Miss [redacted]'s estimate was completed.On 7/13/2016, a status update was provided to Miss [redacted].On 8/12/2016, an e-mail was sent to Mr. [redacted] but was returned.On 911 21201 6, a voicemail was left for Mr. [redacted]On 9/13/2016, Mr. A[redacted] provided an update to Miss [redacted]'s grandfather and advised that theSafeAuto insured was not the owner of the vehicle that was involved in this loss.On 9/20/2016, Mr. A[redacted] provided an update with Miss [redacted]. He also spoke with [redacted]who insured the vehicle being driven by [redacted]; confirmed they denied the claimbecause [redacted] had insurance.On 9/23/2016, Mr. A[redacted]' request to deny coverage for the loss was approved and denial letterswere sent out.SafeAuto does acknowledge that the investigation took longer than a majority of claims. We havecompleted the investigation and apologize for any delays that occurred during this investigation.Unfortunately, coverage was denied for this claim. [redacted] was driving a vehicle that wasgaraged at her home and available for her regular use. Miss [redacted]'s attorney was advised of thedenial and a letter was sent to him. Miss [redacted] should follow up with her attorney if she has notalready done so to determine what her next step is.If you need any additional information, feel free to contact me.Sincerely,Jonathan C[redacted]

I dont care what they do anymore Im filing charges against them with my lawyer and I am also going on social media to tell everyone they are the worst insurance company, you dont send a bill 4 days after the down payment is received, you have 30 days to pay your bill, they are still harassing me by telephone for their money which they are never getting, I want my 39 dollars back or I will sue and also I think I can get a class action suit because I spoke to many people who are experiencing the same thing but they are afraid to report them, Im not, I can get get a lot more than 39 dollars when I go t court, thank you connie seaseTell us why here...

Dear Ms. [redacted]:I am writing in response to the letter dated March 15, 2018 regarding a complaint filed [redacted] and [redacted]. We are sorry to learn that they were not satisfied with the handling of this claim and appreciate the opportunity to address the concerns presented to us.   Claim...

chronology:   ·         On February 23, 2018, [redacted] Jr. called into Safe Auto Insurance company to file a claim with a reported date of loss of 2/23/18.  The claim was filed and given claim number [redacted] and assigned to adjuster Andrew S[redacted]. ·         On February 26, 2018, Mr. S[redacted] called Mr. [redacted] and took a recorded statement regarding this incident and explained the claims process. Mr. S[redacted] also initiated the inspection process for Mr. [redacted]’ 2007 Cadillac Escalade. ·         On February 27, 2018, I received a voicemail from an afterhours call from [redacted] and returned a call to Ms. [redacted] to address any concerns regarding the claim and spoke with Ms. [redacted]. ·         On February 28, 2018, SafeAuto completed the estimate for Mr. [redacted]’ vehicle damages. ·         On March 1, 2018, Mr. S[redacted] called Ms. [redacted] and left a message regarding the vehicle damages and advised payment was sent for vehicle repairs. ·         On March 14, 2018, SafeAuto received a supplement request from [redacted] Auto Repair regarding additional damages to the [redacted]’ vehicle. ·         On March 15, 2018, I returned a call to Mr. [redacted] after receiving an afterhours voicemail regarding his vehicle. ·         On March 16, 2018, I returned a call to Ms. [redacted] after receiving an afterhours voicemail from the vehicle. Additionally, SAIC received the completed supplement. ·         On March 19, 2018, Mr. S[redacted] called and left a voicemail to the body shop requesting Tax ID information to remit payment for the supplement. ·         On March 21, 2018, Mr. S[redacted] received the Tax ID information from the shop, and Mr. S[redacted] paid the supplement to the shop.   Based on the information that SafeAuto has received to date, SafeAuto has addressed all customer concerns. Should there be any additional or new information regarding this claim it would be reviewed in a timely manner.   Sincerely,   Brett F[redacted] Safe Auto Insurance Company Phone: ###-###-#### Fax: ###-###-####    Email: Brett.F[redacted]@safeauto.com

Thanks for the email paperwork that you sent.The case with Safe Auto is not settled as of yet.  Safe Auto insured will not respond to safe auto & probably won't, it has been months. Here are the pictures & information that I have sent safe auto 5 times. Please help if you can.I would think that there would be some kind of a law or requirement for [redacted] to response to safe auto in a timely manner. I am ready to settle with there quote from Chris S[redacted] which is very low compared to may Nada & Kelly blue book prices.Here is lots of paper work if you have any question please e-mail or fax.Fax # ###-###-####

I am responding to your letter dated 02/12/2016 regarding a complaint filed by [redacted]in regards to a refund.On 02/08/2016, Ms. [redacted] started an insurance policy with our company.On 02/12/2016, Ms. [redacted] sent an email request to cancel the policy, effective02/13/2016.The policy was...

cancelled effective 02/13/2016 and a refund will be issued for$1071.06.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 August 30,2015, regarding a complaint filed by Mr.[redacted].Chronology:On August 19,2015, the named insured Mr. [redacted] contacted SafeAuto and filed claimnumber [redacted]. Mr. [redacted] stated he backed from a parking spot and struck afence.On August...

21,2015, the adjuster Mr. L[redacted] obtained Mr. [redacted]'s statement. Mr.[redacted] stated he was at his place of employment in the rear parking lot and backed theinsured vehicle into a fence. Mr. [redacted] identified Mr. [redacted] as an insured passengerand confirmed he suffered injuries as a result of the loss. Mr. L[redacted] then contactedMr. [redacted] to discuss his injury claim. Mr. [redacted] confirmed he sought treatment at anemergency room and was diagnosed with a mild concussion. He stated he was prescribedmuscle relaxer and pain medications. Mr. [redacted], at this time, was unsure if he wouldseek further medical treatment.On August 28,2015, Mr. L[redacted] contacted Mr. [redacted]. Mr. [redacted] wanted to proceedwith the injury settlement. [redacted] requested that the medical specials be paid directlyto him as he wanted to pay the treatment facilities directly. Mr. Lohrman stated SafeAutowill pay the medical specials directly to the providers, but should Mr. [redacted] pay out ofpocket and provide proof of payment, the specials could be issued directly in theclaimant's name.* On August 3 1,2015, Mr. L[redacted] contacted Mr. [redacted] and advised SafeAuto wouldissue the pain and suffering, as well as the medical specials, directly. Additionally, Mr.Lohrman informed Mr. [redacted] that a full release would be drafted for the medicalspecials and pain and suffering. Mr. [redacted] understood that this release would need to besigned and notarized and returned to SafeAuto prior to payment. Mr. L[redacted] thenoffered Mr. [redacted] $250 plus medical specials. Mr. [redacted] agreed to this settlement. Mr.[redacted] signed and returned the full release on this date and Mr. L[redacted] processed theinjury settlement payment for $4,397.62 (including the medical specials and pain andsuffering portion of $250).At this time, Mr. [redacted]'s injury settlement has been resolved and the injury payment issued.If I can answer any other questions, please don't hesitate to call or email meSincerely,Zachary L[redacted] ###-###-####[redacted]

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 09/05/2017 at 1:37 PM EST. At that time, Ms. [redacted] chose liability coverage for both vehicles listed on the policy. She...

called back at 3:53 PM EST to inquire about adding comprehensive and collision coverage onto one of the vehicles. The representative gave a quote to Ms. [redacted] on the new price. At that time, Ms. [redacted] advised that she wanted to cancel the policy due to the cost of the coverage. The representative advised Ms. [redacted] that she would submit the request to Underwriting since the policy was in a transition state due to it being recently bound. The representative advised Ms. [redacted] to call back to check on the refund amount. The refund was not a full reimbursement because there was a charge for a day of coverage, a cancellation fee was applied for canceling the policy before the end of the policy period and a non-refundable application fee was assessed. As a courtesy to Ms. [redacted] since her policy was only in- force for a short period of time, I have waived the cancellation fee. I attempted to contact Ms. [redacted] to advise her of this but was unable to reach her. A debit/credit card refund for the original refund has already been processed on 09/11/2017. I will expedite a request to our Accounting department to have the additional refund be processed to the card as well. If you have any questions, please feel free to contact me. Sincerely, Karla M[redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext. 86022 Fax: ###-###-#### Email: karla.m[redacted]@safeauto.com