Masonry Medic

I am responding to your letter regarding a complaint filed by [redacted] in regards to a refundOn 04/09/2016, Ms [redacted] started an insurance policy with our companyOn 04/11/2016, Ms [redacted] spoke to a representative and requested her policy to be cancelledMs [redacted] was not accurately informed of all costs incurred when cancelling the policyIn resolution, all monies other than the cost of coverage will be refunded to Ms***We processed a refund of $On 04/13/2015, I called and spoke with Ms [redacted] to advise of the outcome and the refund amountWe sincerely apologize for the misinformation that she received when speaking with our service departmentWe are taking necessary actions with the representative that she spoke with to ensure that this doesn’t happen againIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Maria B [redacted] Contact Center Manager

I am responding to your letter dated September 1st, 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 boatA claim was created and assigned to adjuster Ciarra [redacted] for handlingOn 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 completedMs [redacted] attempted to contact Ms [redacted] for a statement but left a message requesting a call backMs [redacted] then attempted to contact Mr [redacted] for a statement and also left a message requesting a call backOn 7/25/2017, Ms [redacted] attempted to reach Mr [redacted] and left a message requesting a call backMs [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 unlicensedThe SafeAuto policy that Ms [redacted] carriers requires that an insured must carry a valid driver’s license while operating the insured vehicleMs [redacted] then attempted to contact Ms [redacted] and Mr [redacted] to discuss the issues, but had to leave another message requesting a call backMs [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 backMs [redacted] then spoke with Mr [redacted] and a statement was obtainedAt 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 damageOn 8/2/2017, Ms [redacted] attempted to contact Ms [redacted] and Mr [redacted] and left another message requesting a call backMs [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 expiredOn 8/9/2017, Ms [redacted] attempted to contact Ms [redacted] and Mr [redacted] and left another message requesting a call backMs [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 backMs [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 lossMs [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 completeOn 8/23/2017, Ms [redacted] received notification that the contact letters that were mailed to Ms [redacted] were being returned as undeliverableMs [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 messageOn 8/30/2017, Ms [redacted] attempted to reach Ms [redacted] and left another message requesting a call backOn 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,appeared to be within reasonOn 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 issueI 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 SafeAutoUnfortunately, 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***@safeauto.com

January 24, 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 amountOn 12/30/2016, Ms [redacted] started a policy online through our websiteShe did not disclose any violationsThe policy was started with a Homeowners discount and a discount for having prior insuranceThe six -month premium was $230/$a monthWe received the Comprehensive Loss Underwriting Exchange (CLUE) report, it revealed accidents in the past yearsThe six-month premium increased to $300/$a monthWe mailed a notice of payment due on 1/03/for $with a due date of 1/10/No payment was receivedA notice of cancellation was mailed on 1/11/with a future effective date of 1/27/We did not receive the requested proof to retain the Homeowners discount and the proof of prior insuranceTherefore, Ms [redacted] six-month rate has increased to $393/$a monthIf the proof is sent in we can apply the discounts and lower the rateIf 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 regarding a complaint filed by [redacted] Ms [redacted] has been insuredwith our company since Each six-month term, we mail a renewal offer along with newidentification cards for the upcoming term.Ms [redacted] was involved in an accident on We show a renewal offer was sent on 1211812015with new identification cards for the term of - We also show that the identificationcards were emailed to Ms [redacted] on as requested.Ms [redacted] started this policy on our websiteHowever, she is not set up on paperless and therefore wecontinue to mail all any documents to the garaging address we have on file.As far as using our website, there is a sioption and Ms [redacted] can access her policy by entering herpolicy number and passwordIf unable to login, please try resetting the password by clicking "forgotpassword"It will then send a temporary password to the email address on file.Every six-months at the policy renewal, we review the policy and determine the rateWhen an accidentoccurs it could have an effect on the rate as it changes the risk factors for the driverHere are the sixmonthrates for each term: [redacted] *Our fees are outlined on the auto application that is sent at the policy inceptionWe do charge aninstallment feeThis is charged every month if the pay plan is set up on monthly installments.We use a third party processing company for our creditldebit card transactionsThey charge a conveniencefee of $We offer a check by phone option at no fee.In order to maintain certain discounts, such as a homeowner's discount, we require do request proof to besubmittedIf we do not receive proof within days, does result in the discount being removedThediscount can be added back at any time once proof is receivedWe request a copy of the deed, tax recordor property recordThe residence must be in the insureds name and match the address on our records toqualify for the discount.We have a team that continuously reviews loss ratios, profitability, sales and marketing data to determinewhen and where changes are necessaryAnytime rates are reviewed andlor changed, they can increase ordecrease your current rateThese changes will reflect on the renewal offer.Ms [redacted] made a payment on to renew her policy, entering into a new six-month term.Unfortunately, we are not able to accommodate her request to lower her paymentsThe policy is set torenew on 01/03/At that time, if anything were to change in her rates she will see it on the renewaloffer that is sent out prior to the renewal.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M***

The rental was provided to MsThomas for days, as the policy states rental charges can be reimbursed until hours after a total loss offer is madeMsN [redacted] made the total loss offer to MsThomas on 5/19/MsThomas did not have a rental at that time, however, once the rental was setup SafeAuto paid for the rental for days On 6/20/2017, MrS [redacted] attempted to reach Ms [redacted] by phone and offered pay for additional rental days at $per day directly to her, for a total of $MrS [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)

Attn: [redacted] Dear [redacted] :I am writing in response to your 1/12/2017 letter regarding a complaint that was filed by [redacted] ***... [redacted] I spoke with [redacted] on 1/9/2017 and agreed to email her a Letter of Experience (a copyis attached) that letter was e-mailed to her at [email protected] on 1/16/2017. Ths lossinvolved [redacted] s sister [redacted] and our claim system reflects the sameShould you have any questions regarding this matter, please contact the undersigned.Sincerely, [redacted] ###-###-#### [redacted] *** [redacted] Dear [redacted] ,This letter is in response to your recent request for a lerter of experience. Please be advised ofthe following facts:Claim: 6-000-115-933Facts of Loss: An unknown struck the insured vehicle while passing and fled the scene.Insured Driver: [redacted] Police Dept.: [redacted] Insured Vehicle: 2014 Dodge Grand Caravan SXTTotal Payment: 11,325.86 [redacted] was not involved in this loss her sister [redacted] was driving at the time ofthe loss.Sincerely, [redacted] ###-###-####

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

We have received the rejection from Mr [redacted] in regards to complaint ID [redacted] and have acknowledged and read the bulletin providedAt this time, we still feel we do not owe diminished value to a third party in TexasAgain, even though we feel we do not owe a diminished value claim to Mr [redacted] , we have made a voluntary payment offer to simply settle this claimAt this time, the offer of $is the most Safe Auto is willing to offer Sincerely, Justin F*

February 7, [redacted] Attn: [redacted] (via fax ###-###-####) Your File Number : [redacted] * [redacted] * [redacted] Date of Loss : 01/26/NAIC Number : Insuring Company : SafeAuto Insurance Company Dear [redacted] I am writing in response to your 01/31/letter regarding a complaint that was filed by Johanee A [redacted] MsA [redacted] complained that the SafeAuto special investigator, [redacted] was rude and made accusations that she did not appreciate MsA [redacted] started an online auto policy with SafeAuto on 01/26/at 1:04PM ET [redacted] (claimant) contacted SafeAuto on 01/26/at 3:16PM ET to report an auto accident claim involving himself and MsA [redacted] He originally reported that the accident occurred on 01/26/at 1:45PM ET Investigator [redacted] presented MsA [redacted] with information that the claimant reported the accident occurring an hour earlier than she was stating When questioned, MsA [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 MsA [redacted] to provide the remainder of her requested cell phone records If you need any additional information, feel free to contact me Sincerely, [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 am responding to your letter dated 2/20/regarding a complaint filed by [redacted] Mr [redacted] complained that SafeAuto has not issued payment on his claimChronology:On 12/27/2017, SafeAuto insured [redacted] reported that his vehicle was stolenThe claim was assigned to adjuster Patrick B [redacted] .On 12/27/2017, MrB [redacted] attempted to reach Mr [redacted] by phoneHe left a message for a return callOn 12/28/2017, MrB [redacted] spoke to Mr [redacted] and took a detailed statement regarding the facts of the lossMr [redacted] stated his vehicle was stolen and was not recoveredMrB [redacted] requested documentation from Mr [redacted] .On 1/8/2018, MrB [redacted] received the requested documents from Mr [redacted] That same day, MrB [redacted] attempted to reach Mr [redacted] by phoneHe left a message explaining he still needed the police reportOn 1/11/2018, MrB [redacted] spoke to Mr [redacted] ’s lienholder, to confirm his account status and pay offThat same day, MrB [redacted] received the theft reportThat same day, MrB [redacted] also had a valuation completed on Mr [redacted] ’s vehicleOn 1/12/2018, adjuster Danielle W [redacted] spoke to Mr [redacted] ’s lienholderShe explained the claim was still being investigatedOn 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 days if the vehicle is not recovered.On 1/26/2018, MrB [redacted] spoke to Mr [redacted] , he requested he mail in his two keys to the vehicleOn 1/31/2018, MrB [redacted] received the two keys from Mr [redacted] On 1/31/2018, Special investigator Butch [redacted] was assigned to the file for additional background investigationMr [redacted] spoke to Mr [redacted] to schedule an in-person interview.On 2/5/2018, MsL [redacted] spoke to Mr [redacted] , she explained the claim was still being investigated.On 2/12/2018, MsL [redacted] spoke to Mr [redacted] , she explained the claim was still being investigated.On 2/16/2018, MsL [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 claimOn 2/27/2018, MrR [redacted] sent a status letter to Mr [redacted] At this time, Mr [redacted] is still continuing his investigationOnce the investigation is complete, there will be a final review by management and the claim will be resolved accordinglyIf I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Stephanie V***Claims Supervisor

This letter will acknowledge your April 3, 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 youIn addition, the address was reconfirmed with Mr [redacted] on 4/after it was returned to Safe Auto in the mail by the postal servicePer the conversation with Mr [redacted] on 3/27/17, he agreed to have the vehicle picked up on 3/29/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 vehicleMr [redacted] was advised of a pending liability investigation 3/23/17: Safe Auto Completed an inspection on Mr [redacted] ’s vehicleThe vehicle was determined to be a total lossContact 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 insuredMr [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 lossMr [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 letterSalvage pick up was discussed with Mr [redacted] and a pirequest was sent for 3/29/per Mr [redacted] ’s request 3/31/17: Mr [redacted] called in to confirm the paperwork was mailed outMr [redacted] was advised it was mailed out on 3/27/ 4/3/17: Safe Auto received the loss of use check back in the mailA 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 correctSafe 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, Easton Oval, Columbus, Ohio My phone number is ###-###-#### My email address is [redacted] @safeauto.com Amy W [redacted] Total Loss Supervisor Safe Auto Insurance Company

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

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/at 8:AM ESTAt that time, Ms [redacted] chose to make her payments on the monthly installment planIn Kentucky, a Notice of Premium Due will generate ten (10) days prior to the bill due dateA 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 generatedThis policy is not set to cancel until 10/01/at 12:AM ESTThe coverage is actually being granted for days for this cycleThe application that was sent to Ms [redacted] advises that if she initiates the cancellation of the policy that all fees are non-refundableIt states that those fees include the $application fee, an $installment fee (per installment) and a $insured request cancellation feeUnfortunately, we are not able to accommodate Ms [redacted] ’s request for a full refund of the amount paid at the beginning of the policyCoverage has been extended to Ms [redacted] for the policy periodAfter review, we find that SafeAuto followed all company policies and proceduresIf you have any questions, please feel free to contact meSincerely, Karla M [redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext*** Fax: ###-###-#### Email: karla.m [redacted] @safeauto.com

Dear Ms [redacted] , This letter acknowledges receipt of your correspondence regarding the concerns of [redacted] , ID number [redacted] A policy was started on our website by Mr [redacted] on 05/05/at 11:AM ESTThe premium quoted to him at that time was based on information that he had provided on the applicationWhen the Motor Vehicle Report was received, there was a violation listed that had not been included on the initial applicationThis additional violation resulted in an increase to the six-month premiumThis is the reason that the monthly rate is now different In regards to the application fee, the fees are identified during the online quoting and binding processThe application fee is also listed on the application that was sent to Mr [redacted] as part of the new policy packet Unfortunately, we are not able to accommodate Mr [redacted] ’s request for a refund of the application fee or the additional amount due to the change in premium for violationsAfter review, we find that SafeAuto followed all company policies and procedures If you have any questions, please feel free to contact meSincerely, [redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext*** Fax: ###-###-#### Email: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***

I am responding to 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 feeOn 12/16/2015, Ms [redacted] added the 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 KentuckyThe representative verified the VIN number and one digit was different that was given in DecemberThe VIN was given as [redacted] We have sent a new filing to the state to reflect the correct VIN from 12/16/– 05/26/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 vehiclesMs [redacted] was advised that she would need to find another carrierOn 05/26/2016, Ms [redacted] called into our office and requested her policy to be cancelledMs [redacted] indicated they were going with another company since we were not able to insure their truckThe representative advised of the $cancellation fee and the refund amount of $A refund check was mailed on 05/27/for $Ms [redacted] has requested a refund for the time the Chevrolet GMT was on her policyWe would not be able to provide a refund, as coverage was provided for the vehicle while it was insured with our companyThe cancellation was done at Ms [redacted] ’s request and not by our companyIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Casey M***

We are responding to your letter regarding a complaint filed by [redacted] regarding a change of the policy effective date.? On 04/11/2017, Ms [redacted] started a policy with our companyShe was advised at the time of the payment; the coverage took effective immediately? On 04/12/2017, Ms [redacted] called and spoke with a supervisorShe advised that she has not taken possession of the vehicleShe was advised to send us the following information and we would cancel the policy and refund her full amount: o Letter of letterhead from the dealership stating Ms [redacted] did not take possession of the vehicleThe letter must include the vehicle year, make, vehicle identification number and a signature from a representative? At this time, we have not received any cancel request or letter from the dealershipTherefore, the policy remains activeUnfortunately, we are not able to change the effective date on the policyWe can cancel this policy at MsBennerson’s written request and start a new policy on the date she would like it to be effectiveIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Casey M [redacted] Contact Center Manger Phone: ###-###-#### Fax: ###-###-#### Email: casey.m***@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 warrantedI need it in writing that I have had ongoing SR-insurance

Cancellation refund was mailed and returned due to insufficient addressAnother refund check was mailed and as of this date has not been returned