Masonry Medic

I am writing in response to your letter regarding the complaint filed by [redacted] *against Safe Auto Insurance CompanyWe appreciate the opportunity to address Mr [redacted] ’s concerns regarding the handling of his claimSince 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: MsHeather O [redacted] spoke with Mr [redacted] and took his statement regarding his bodily injuryMr [redacted] provided details about his injuries and his treatment was not finished at this pointShe confirmed his address and sent him a Medical Authorization form to complete and return· On September 7, 2017: MsO [redacted] followed up with Mr [redacted] for his treatment statusMr [redacted] stated he did not think he would require additional medical treatmentHe had received the Medical Authorization form, would complete and return to MsO [redacted] · On September 11, 2017: MsO [redacted] received the completed Medical Authorization form from Mr [redacted] and ordered his medical bills/records· On September 25, 2017: MsTabatha Ashwood, a coworker of MsO [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: MsSheilah Edgar, a coworker of MsO [redacted] , spoke with Mr [redacted] Mr [redacted] requested us to speed up the processMsEdgar informed him that the bills and records have been orderedMsEdgar advised to Mr [redacted] that he is welcome to actively pursue his own medical bills/records to present for MsO [redacted] to reviewMr [redacted] advised that he was receiving phone calls from AtriumMsEdgar advised Mr [redacted] to provide them with MsO [redacted] ’s information· On October 9, 2017: MsO [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, MsO [redacted] spoke with Mr [redacted] advising that Atrium is requiring a signed release to provide her with the information for his medical bills and recordsMr [redacted] advised he would execute and return to MsO [redacted] · On October 10, 2017: MsO [redacted] received the executed release for medical bills/records from Mr [redacted] and sent to obtain the bills/records· On October 25, 2017: MsO [redacted] spoke with Mr [redacted] and advised that the prior form needed to be signed again as Mr [redacted] ’s date was not legibleMr [redacted] advised he would sign it on his break and returnMr [redacted] also advised he’d received his EMS bill in the mailMsO [redacted] requested him to send that to her· On October 27, 2017: MsEllen Adams, a coworker of MsO [redacted] , spoke with Mr [redacted] He informed MsAdams that he’d sent the new form via email to MsO [redacted] Mr [redacted] confirmed he would send in the EMS bill· Later that day, MsO [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: MsO [redacted] called Mr [redacted] and left a message· Later that day MsAdams spoke with Mr [redacted] and confirmed he was ready to resolve his claimShe completed a verbal release with Mr [redacted] for $plus agreeing to pay the additional medical bills associated with the loss· On December 1, 2017: MsO [redacted] spoke with Mr [redacted] who’d advised he’d received a call from a debt collector for his medical billsMsO [redacted] informed him that we’ve received his medical records, but not his medical billsShe is unable to pay the medical bills without copies of themShe informed him if he’s able to provide her with copies of the medical bills, she would be able to directly address themIf not, we would need to wait as they’ve been ordered· Later that day, MsO [redacted] spoke with Mr [redacted] who claimed that Atrium stated we’d never sent them an authorization formMsO [redacted] confirmed the form was sent on 10/27/17, but she would follow up with themMsO [redacted] resent the signed authorization form· On January 31, 2018; MrJimmy Bloomfield, a coworker of MsO [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 himMrBloomfield requested him to send in the correspondence that he’d received· Later that day, MsO [redacted] spoke with Mr [redacted] and again informed him that we need copies of his medical bills in order to pay for themShe sent him a copy of the authorization form to ensure all items/providers were listed and signed correctly as he is claiming outstanding billsMr [redacted] advised that he was going to contact the providers, see what bills are outstanding, and request copies· On February 5, 2018; MsO [redacted] received an email from Mr [redacted] with two medical bills: $for Monroe City EMS and $for Kettering Health NetworkMsO [redacted] called both providers later that day to confirm the amounts and TIN’sShe confirmed the amount with Monroe City EMSThey agreed to send over a WShe left a message with Kettering Health· On February 6, 2018; MsO [redacted] called a left a message with Kettering Health· Later that day, MsEdgar spoke with Carolyn from Kettering Health Network and confirmed Mr [redacted] ’s copay was $and Anthem paid $1,MsO [redacted] sent Kettering Health the owed $ The disputed amount by Mr [redacted] was sent to Kettering Health Network on 2/6/The check number is If you have any further questions, please feel free to contact me directly Regards, Karl Stevens Claims Supervisor Phone: (614) 817-Fax: (614) 384-Email: [email protected]

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted] ***, ID number [redacted] .Ms [redacted] called SafeAuto to inquire about funds that she felt were owed to herShe had a policy with SafeAuto prior to the one listed on the complaint that was in-force from 08/21/until it canceled on 11/21/There were payments posted to that policy after it was canceledThose funds were not submitted to the stateOn 02/22/2013, Ms [redacted] started a new policy with SafeAutoAfter this policy was started, the payments that had been posted to the prior policy were reviewed and moved to the active policyThere was already an existing credit on that policy so a refund check was sent to Ms [redacted] in the amount of $2,to the address on fileI have verified with our Accounting department that the check was cashed.We do apologize for the conflicting information that was given to Ms [redacted] in her recent communications with SafeAutoWe do hope that this helps resolve the issue for Ms [redacted] and she is welcome to contact us for further information.If you have any questions, please feel free to contact me.Sincerely,Carol M***Contact Center ManagerSafe Auto Insurance CompanyEaston OvalColumbus, Ohio 43219Phone: ###-###-####Email: Carol.M***@safeauto.com

I am responding to your letter dated 8/8/r***rding a complaint filed by Christopher *** Mr [redacted] complained about customer service issues and delays by SafeAuto and he requested resolution to the claim Chronology: On 7/15/2017, SafeAuto insured [redacted] reported the claimThe claim was assigned to adjuster Kevin B*** On 7/17/2017, MrB [redacted] attempted to reach Ms [redacted] by phone, he left a message for a return callThat same day MrB [redacted] spoke to Mr***Mr [redacted] stated that he was backing out of a parking space and was struck by Mr [redacted] That same day, Ms [redacted] returned MrB***’s phone callShe stated her husband [redacted] was driving when the accident occurredShe provided his phone numberThat same day, MrB [redacted] spoke to Mr [redacted] , he stated that was backing out of a parking space and struck Mr***’s vehicleAn assignment was setup for Mr [redacted] to use the Onsource application to take photos of his vehicle, so that an estimate could be written for his vehicle’s damageMrB [redacted] transferred the claim to another adjuster, Michael N***.On 7/18/2017, SafeAuto appraiser Paul G [redacted] wrote and estimate for Mr***’s vehicle for $1,MrG [redacted] emailed a copy of the estimate to Mr***That same day, MrN [redacted] attempted to reach Mr [redacted] by phone, he left a message for a return callThat same day, MrN [redacted] spoke to Mr [redacted] with additional questions r***rding the facts of the lossMrN [redacted] again attempted to reach Mr [redacted] by phone, he left a message for a return call.On 7/19/2017, MrN [redacted] spoke to Mr [redacted] with additional questions r***rding the facts of the lossHe requested Mr [redacted] send in photos of the vehicle he was driving in the loss, specifically the point of impact and damageOn 7/20/2017, MrN [redacted] received photos of Mr***’s vehicle from Mr [redacted] MrN [redacted] asked Mr [redacted] send photos of his own vehicle, and he requested follow up on possible video footage in the parking lotOn 7/27/2017, MrN [redacted] received a photo of Mr [redacted] ’s vehicleOn 8/4/2017, MrN [redacted] sent a status letter to Ms [redacted] and Mr***On 8/7/2017, I received a voicemail from Mr [redacted] and I requested MrN [redacted] return his call.On 8/9/2017, MrN [redacted] completed his liability investigation and accepted 50% liabilityThat same day, he spoke to Mr [redacted] and explained his liability decisionHe also spoke to Ms [redacted] and explained his liability decision At this time, MrN [redacted] is waiting to receive the subrogation demand from Mr***’s carrier and will issue payment for 50% of Mr***’s vehicle’s damageI have included a copy of the estimate for Mr***’s vehicle and the status letter that was sent to Mr*** 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: stephanie.v***@safeauto.com Enclosures (2)

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

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

I am writing in response to your 07/03/letter regarding a complaint that was filed by [redacted] ***.Claim chronology: The accident happened on 04/04/The claim was reported to SafeAutoon 04/04/and assigned to adjuster [redacted] on Monday 4/6/The claim wasreported by SafeAuto insured [redacted] Mr [redacted] reported that he went left of centerand struck the vehicle driven by Mr***.On 04/08, Ms [redacted] placed a call to Mr [redacted] and left a message for a return callThat sameday, Ms [redacted] sent a contact letter to Mr***.On 04/13, I received an email from Mr***I placed a call to Mr [redacted] and left a message fora return calf.On 04114, Ms [redacted] returned a call to Mr***'s insurance carrier [redacted] advised Ms***that Mr [redacted] was pursuing damages through them.On 04/22/2015, the subrogation demand was received from ***The subrogation demandfrom [redacted] included the Mr***'s deductibie.On 5/13/2015, Ms [redacted] sent the subrogation demand to Hyperquest for review.On 6,2015, Ms [redacted] reviewed the completed subrogation audit and issued a payment to [redacted] on Mr***'s behalf in the amount of $4436.46.SafeAuio apoiogizes for any delays in the claims handlingShould you have any additionalquestions, please feel free to contact me.Sincerely, [redacted] ###-###-#######-###-####

I am writing in response to your 9/21/letter regarding a complaint that was filed by *** [redacted] (Miss [redacted] ).Claim chronology: The accident happened on 3/21/The claim was reported to SafeAuto on4/28/1:54pm by Miss [redacted] attorney [redacted] It was assigned to adjuster MarcusA [redacted] (MrA [redacted] ) on 4/29/6.On 4/29/2016, MrA [redacted] spoke with the named insured [redacted] who asked to becalled back on 5/2/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 policyThe 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] MrA [redacted] spokewith Miss [redacted] and agreed to have her vehicle inspectedMrA [redacted] also left a message forMr [redacted] Messages were left for Mr [redacted] on 5120,612,and 7/15/2016.On 5/24/2016, 5/27/both [redacted] and [redacted] 's office were provided updates on theclaim investigationIn 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 6, a voicemail was left for Mr [redacted] On 9/13/2016, MrA [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, MrA [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, MrA [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 claimsWe 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 useMiss [redacted] 's attorney was advised of thedenial and a letter was sent to himMiss [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***

On 05/03/2016, Mr [redacted] ’s mother, [redacted] made a payment by “bill pay” a wire transfer to Safety Auto Insurance for $ Per [redacted] ’s bank statement, the payment was then refunded on 05/11/for 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/We spoke with Ms [redacted] on 04/01/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***

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/at 1:PM ESTAt that time, Ms [redacted] chose liability coverage for both vehicles listed on the policyShe called back at 3:PM EST to inquire about adding comprehensive and collision coverage onto one of the vehiclesThe representative gave a quote to Ms [redacted] on the new priceAt that time, Ms [redacted] advised that she wanted to cancel the policy due to the cost of the coverageThe 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 boundThe representative advised Ms [redacted] to call back to check on the refund amountThe 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 assessedAs a courtesy to Ms [redacted] since her policy was only in- force for a short period of time, I have waived the cancellation feeI attempted to contact Ms [redacted] to advise her of this but was unable to reach herA debit/credit card refund for the original refund has already been processed on 09/11/I will expedite a request to our Accounting department to have the additional refund be processed to the card as wellIf you have any questions, please feel free to contact meSincerely, Karla M [redacted] Customer Contact Center Supervisor Phone: ###-###-####, extFax: ###-###-#### Email: karla.m [redacted] @safeauto.com

I am responding to your letter dated 1/19/Since policy and claim documents may contain information protected by privacy laws, we ask that you not disclose these documents without our insured’s consent Ms [redacted] is upset Safe Auto Insurance Company has not resolved the above referenced loss Per Ms [redacted] ’s policy, Safe Auto Insurance Company is required to allow days for recoveryOn 1/19/2017, the recovery time frame had just expiredThis claim has been transferred to our total loss unit for settlement Sincerely, Allison N***

I would like the recorded phone calls that are attached to my account It took weeks for me to get a hold of a supervisor to have a issue resolved that should have never happenedVery poor customer service from reps as well as supervisorReps refused to give i.dnumbers as wellIf I the customer need to file for a court order for these calls please advise me of this as I am getting the run around Regards, [redacted]

SafeAuto states the following: "Our claims department was able to reach the attorney on 07/21/2015, where they advised of contact information for Mr [redacted] and allowed us to reach out in regards to property damage only." The FACT is if SafeAuto had reached the attorney on the date stated, the attorney would have informed them that as of 7/20/(the day before) they were not longer representing usLetters attached SafeAuto states the following: "Our adjuster reached out to the shop of choice and requested they email the photos and estimate directly to us Safe Auto received the estimate and photos on 07/29/2015." The FACT is [redacted] from [redacted] emailed Edwina the estimate and photos on 7/23/@ 9:12am and sent them again on 7/29/@ 11:10am stating that he had sent this information last weekThen on 8/4/ [redacted] emailed Edwina again stating that Mr [redacted] was in and he wants to get his truck in for repairsAny word on approval? SafeAuto states the following: "The property damage portion of this claim has been resolved and the injury claims for Mrand Mrs [redacted] are still pending." The FACT is no payment has been received by us or the bodyshop as of 8/12/The truck has not been repaired nor have we received temporary transportation comparable to what was damaged or any other rental as stated in the letter we receivedLetter attached SafeAuto states the following:"Mr [redacted] alleges no response to his voice messages regarding the status of this claimDuring the time he was attorney represented, we are not able to contact or reach out to their client unless otherwise instructedOnce we confirmed Mr [redacted] was no longer attorney represented, all phone call correspondence was responded to in a timely manner." The FACT is we have not been attorney represented since 7/20/We have called and left messages twice a day since 7/21/and have yet to receive a reply!!! We have even called Reginald Bibb and left messages, again no reply! You are MORE than welcome to subpoena our phone records--our carrier is Sprint Furthermore we would like to state that all of our messages we left, we had informed them that we had a vacation coming up from 8/5/through 8/10/which we had planned on taking the truck which is now damagedNo one contacted us, No one gave us any options, so we had to procure a rental on short noticeWe feel that it is not unreasonable to be reimbursed for the cost of the rental for our tripWe did not rent a Full size truck such as what was damaged but a full size carRegards, [redacted]

Their response to your office was; they were waiting for bank statement.They received my bank statement and still claim they never receivedI sentthem proof of sending and them returning paymentI am also in touch with mybank and faxed safe auto their letter of payment and refund.Still no resolution.Thank you in your continuing follow up[redacted] I FAXED OVER THE PROPER DOCUMENTS TO THE FAX YOU PROVIDED THANK YOU

I am responding to your letter dated 10/02/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/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 activityA letter was sent to Mr [redacted] on 03/03/advising that we would no longer accept late paymentsAfter further review, we realize that Mr [redacted] was not given accurate information when speaking with our representativeTherefore, we will allow him to reinstate as a one-time courtesyWe sincerely apologize for the service that Mr [redacted] experienced when speaking with our service departmentWe appreciate his feedback and will take the necessary actions with our representatives to prevent inaccurate information in the futureIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Casey M*** [redacted]

I am responding to your letter dated 04/18/regarding a complaint filed by [redacted] Chronology: On 02/02/at 10: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***The adjuster took statements from both [redacted] and [redacted] the same dayAfter [redacted] ’s statement, Logan also scheduled an appraisal assignment in order for us to determine total damagesAfter statements were taken, liability was acceotedOn 02/04/the estimate was received and approvedEstimate was for hours of labor to repair the vehicleTotal amount of repair was $Ms [redacted] was contacted and informed that the payment was requested and should arrive in 7-business daysAt this point the rental process was explained to the claimantOn 02/05/the check was issued to [redacted] to pay for the repair of her carOn 02/15/Ms [redacted] called Logan M [redacted] to advise the claimant vehicle was being dropped off at a repair facilityMs [redacted] requested a rental carAt this time Logan set up the rental reservation, authorizing direct billing from [redacted] rental car to Safe AutoRental was set up for days based on the repair formula: labor hours per day for repairhours of total repair time needed = days of repairLogan correctly Authorized total days02/16/the repair shop requested day extension online with a targeted completion date of 02/17/The rental team approved a one days extension2/18/Repair shop advised vehicle would be finished 02/18/and requested one more day of rental to cover 2/18/The rental team approved the request and set the last approved day as 02/18/paying for a total of rental days on a hour repairWe regret Mrs [redacted] ’s dissatisfaction with this claimBased on the fact that the total repair only took hours, and SafeAuto approved a rental car for days, at this time we feel that the approved rental amount was fairThe extended time Mrs [redacted] ’s vehicle was in the body shop was not a result of a delay or action on our partIf I can answer any other questions, please don’t hesitate to call or email me

I am responding to your letter dated 3/3/regarding a complaint filed by [redacted] regarding the handling/delays in his claim In regards to this incident SafeAuto determined that our driver was 80% liable for the damages sustained Ms [redacted] agreed to this settlement on 1/26/ On 2/16/all appropriate total loss paperwork was returned and a check for the settlement of the claim in the amount of $was issued As of this date it does appear that Ms [redacted] has received this check as it is showing it has cleared her account Sincerely, Michael M***

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 days after the down payment is received, you have days to pay your bill, they are still harassing me by telephone for their money which they are never getting, I want my 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 dollars when I go t court, thank you connie seaseTell us why here

I am responding to your letter dated 01/19/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 companyThirty minutes afterstarting the policy, she called to cancel the policySince Ms*** was currently insured, werequested proof of her insuranceOnce it was received, we issued a full refund of $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]

Thank you so very much for all of your helpThe issue has been resolvedI just can not express how much this means to meMy best to all involved.ID: [redacted] Happy Holidays, [redacted] ***

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/within days of the inception of hispolicyThroughout the investigative process it was hard to reach Mr [redacted] as hisphone's voicemail was not set upAfter reaching him on 5/29/he was advised of theclaim process and his statement was takenThe 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 notifiedThe 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]