Masonry Medic

I am responding to your letter regarding a complaint filed by *** *** regarding policycancellation.Ms*** started an insurance policy with SafeAuto on 0712012016.On 09/14/2016, Ms*** requested to cancel her policyThe representative sent the request toour
Underwriting departmentThe next day, the policy was reviewed and could not be cancelled while inthe first days.Insured Request Cancellation Availabiln'y - Policies that have been in force for less than sixty (60) days may only becancelled per insured request, for the following reasons:a) the ownership of the vehicle is transferred (proof is required);b) another policy is insuring the covered vehicle(s) (proof is required only on flat cancellation requests);c) the insured has surrendered the tags or registration (proof is required);d) the insured has disposed of fhe vehicle (proof is required);Ms*** called into our office on At that time, she was advised that we would need proofin order to cancel the policy back to She requested to speak with a supervisorUnfortunately,there was no one available at that time and she left a voicemail for a return call.It was notated that when the supervisor tried to return the call, someone picked up but wouldn't speak.Therefore, not allowing us to leave a message.Per Ms***'s request, we have cancelled the policy effective 09/20/This is the first dayoutside of the day periodIf she would like to have it cancelled further back, we will require proof asindicated aboveA refund of $will be mailed to Ms***.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M***

This letter will acknowledge your May 30, correspondence concerning *** ** ***. Mr*** has two insured vehicles with Safe Auto Insurance that were both damaged by hail on 3/22/2017. Both vehicles are *** Journeys. We had an independent appraisal firm inspect these vehicles. The first vehicle, *** Journey, has been repaired. The second vehicle, *** Journey is at the repair facility. There was an initial repair estimate written on 3/23/for $4355.48. There was also a supplement written on this vehicle on 5/15/for $dollars that brought the repair figure up to $4563.48. I was made aware of an issue with this vehicle’s repair when we received the complaint. I contacted the shop, *** ***, *** *** ***, *** ** ***. They provided me additional photos of this vehicle and also a supplement for $2845. I reviewed the photos and their estimate. This shop specializes in Paintless Dent Repair. There were panels with hail damage that were not on our estimate. There was also a request for additional time to repair the roof of the vehicle above what was previously appraised. After my review of the information provided I again contacted the shop. I made them an offer to add the missed panels repairs and increase the amount originally allowed for roof repairs so we can resolve the repair issues with this shop. The shop agreed to my offer. The new repair figure for this vehicle is $5611.96. I contacted the claim handler for this loss and asked that we send *** *** a check for the supplemental amount agreed to by *** *** and Safe Auto Insurance. That check has been issued for $1048.48. The shop said they were going to contact the insured and move forward with the repairs. I contacted the shop again today and confirmed that the check has been issued. Three checks have now been issued for the repair of this vehicle totaling $5111.96. The insured carries a $comprehensive deductible. This adds up to the $repair cost I also called the insured’s home number. I was not able to reach them but I did leave a voice mail message detailing the agreement reached with *** ***. I also advised them to contact their claim representative should there be any additional issues regarding the repair of this vehicle *** *** Safe Auto Insurance Physical Damage Supervisor *** *** ***

I am responding to your letter dated 10/16/regarding a complaint filed by *** *** ? Mr*** started a quote on our website for the state of ***In which he provided an *** address. ? On 10/09/at 12:49pm, he called into our office to start the policyThe
representative went over the quote and verified the zip code as *** for *** while taking the payment to start the policy. ? On 10/09/at 1:33pm, Mr*** called into our service department and stated he was plating the vehicle in *** and couldn’t use the insurance for ***The representative went over the cancellation fee of $and the $non-refundable policy fee. ? Mr*** spoke with a supervisor and he agreed to waive the cancellation fee as a courtesyMr*** was advised the refund would be $32.00, which has been sent to him via check. ? We will not be refunding the policy feeWe started the policy based on the information Mr*** provided, which he stated he resided in ***. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M*** *** *** ***

I am responding to your letter regarding a complaint filed by *** *** On 01/07/2016, Ms*** started an insurance policy with our company on our websiteA date of birth was entered as 01/03/Two violations were listed as “other minor moving violations”She received a
quote for $for six months A Motor Vehicle Report returned on 01/08/2016, which revealed a date of birth of 01/03/along with an improper u-turn violation and two accidents that were not disclosed during the quote onlineThis changed the six month rate from $to $ On 03/30/2016, the policy cancelled for non-paymentThis left a balance owed of $ If I can answer any other questions, please don’t hesitate to call or email me Sincerely, Casey M***

I am responding to your letter dated 6/7/regarding a complaint filed by *** ***. Chronology: On 5/20/2017, a claim was filed by our insured’s son, Mr*** *** for a loss that occurred on 5/19/2017. On 5/22/2017, the claim was assigned to MrTyler
E*** for handlingOn 5/22/2017, MrE*** attempted contact via telephone to Ms***, but received no answer and left a messageOn 5/23/2017, MrE*** called Ms*** again and took her statement regarding the facts of loss surrounding the accidentMrE*** continued contact attempts to reach our driver, Mr*** *** for a statementOn 5/26/2017, the claim was assigned to MrP*** I*** as MrE*** resigned from Safe Auto. On 6/7/2017, MrI*** was able to obtain the statement from Mr***On 6/7/2017, coverage and liability were both acceptedOn 6/7/2017, MrI*** called Ms*** to advise coverage and liability were accepted. On this date, Ms*** was advised to send her in estimate and photos to be reviewed as we would be proceeding to dispose of her vehicle property damageIn response to Ms***’s complaint, this claim was handled in a timely manner. There was a slight delay due to the initial adjuster’s resignation from the company. At that time, the claim had to be reassigned to an appropriate adjuster for the continuance of handling. However, it was reassigned and handled properly according to our best claims practices. Ms*** has MrI***’s contact information and can follow up with him at any time during business hours regarding claim status If I can answer any other questions, please don’t hesitate to call or email me Sincerely, Tory R*** Claims Supervisor Phone: ###-###-#### Fax: ###-###-#### Email: *** You are notified that Illinois Law provides as follows: Any person who knowingly or willfully makes or aids in the making of any or fraudulent statement or representation of material fact or thing in any written statement or certificate, in the filing of a claim, making an application for a policy of insurance for the purpose of procuring or attempting to procure the payment of any or fraudulent claim or other benefit by an insurer commits the crime of insurance fraud

Again, they state that the policy does not cancel until 10/01/which is not what they sent to meThe notice of cancellation I received states it cancels on 9/01/and is not what they told youMy bill due date should be no sooner than a MONTH from my last paymentThey also have it set up to where it has to be paid the night before the 1st, so that one second after midnight on the day that the bill should be due, it is already cancelledI never dreamed of it being the way they are doing it when I signed on and want my money back to find an insurer that does not deceive me into believing I have a MONTH before the next payment is due!! NOT cancelled, which is how they have it set up!! I feel duped! And as the letter sent to you states 10/01/is when it is set to cancel is another deception from what I have in my hands from my mailboxAnd....they have YET, to send me a policy by mail or my proof of insurance by mailI have no printer and DID request they be sent by mail...they sent a billing notice and a cancellation notice though within three weeks of getting their money!! I can not currently drive anywhere as I need that proof of insurance to even license my vehicleTheir money is more important to them and in my opinion they deceived me! POOR SERVICE TO ADD TO THE COMPLAINT

I am responding to your letter dated 12/5/regarding a complaint filed by *** ***.Ms*** complained that there were delays in the claimMs*** is looking for SafeAuto toissue payment for the damage to her vehicle.Chronology:On 10/25/2016, SafeAuto insured *** *** reported that
he backed into *** ***'svehicleThe claim was filed as an incident only and was not opened as a claimOn 1/1/2016,Ms*** contacted SafeAuto and requested the claim to be openedOn 11/3/2016, the claimwas opened and assigned to adjuster *** ***.On 1/3/2016, MsA*** attempted to reach Mr*** by phone, MsA*** left amessage for a return call and sent a contact letter to Mr***On that same day, Ms.A*** spoke to Ms*** regarding the facts of the accidentMsA*** requested anestimate to be written by *** *** *** ***That same day, MsA*** attempted to reach Mr*** on a phone number providedby Ms***, she left a message for a return call.On 11/4/2016, MsA*** attempted to reach Mr*** by phone, she was unable toleave a messageThat same day, the estimate for Ms***'s vehicle was completedand receivedMsA*** returned a call to Ms*** and explained that she wasattempting to reach Mr*** for a statement to determine liability.On 11/7/2016, MsA*** attempted to reach Mr*** by phone, MsA*** left amessage for a return call.On 112016, MsA*** attempted to reach Mr*** by phone, MsA*** left amessage for a return call.On 812016, MsA*** spoke to Ms*** and explained that she was attemptingto reach Mr*** for a statement to determine liabilityOn that same day, MsA***attempted to reach Mr*** by phone, MsA*** left a message for a return call.On 11/28/2016, MsA*** attempted to reach Mr*** by phone, she was unable toleave a messageShe sent a contact letter to Mr***.On 11/29/2016, MsA*** called Ms*** and left a message explaining she wasattempting to reach Mr*** for a statement to determine liability since there was nopolice report filedThat same day, MsA*** requested a SkipTrace to locate otherphone numbers and addresses for Mr***.On 12/2/6, MsA*** attempted to reach Mr*** by phone, she was unable toleave a message on one phone number and left a message on the other phone numberfor a return call.On 12/5/6, the call was pulled from 10/25/when Mr*** reported the claimto SafeAutoThat same day, MsA*** contacted Ms*** and explained thatliability was accepted and payment was issued to Ms*** for $1,136.63.I have included a copy of the estimate for Ms***'s vehicle.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,*** ***

Safe Auto appraiser Todd L*** inspected this vehicle at *** ***, *** ** *** St, in Columbus on January 5, to inspect the damages incurred from the January 1, accident reported by Ms***. He went over the vehicle with Kyle, the shop’s appraiser and discussed the
damages. At that time Safe Auto Appraiser, Todd L*** completed an estimate for $for damages related to the January 1st lossHe also completed an estimate for prior damages to the left front inner structure for $1569.04. Upon receipt of Ms*** concerns, Safe Auto appraiser went back to the shop on Tuesday, February 13, 2018. He once again met with Kyle, whom is handling the repairs of Ms***’ vehicle. Kyle confirmed with Todd that the prior damage to the vehicle’s inner structure (Left frame rail and apron) is causing the replacement parts from the current loss to not properly align. He is also showed an airbag impact sensor broken from the prior damage, which is creating a safety concern on the part of the shopUpon inspection of the inner structure there is evidence of body adhesive and caulking that are generally not used for structural repairs. At this time, both Kyle and Todd believe the inner structure can be repaired. Todd went over the shops estimate for the prior damage and added repair to pull and straighten the frame, this brought the estimate for prior damage to $1729.72. Todd asked the shop about Ms*** statement about the vehicle needing an additional $in repairs and was advised he did not know anything regarding that amount or the damage it representedMs*** also expressed concern that the vehicle should be a total loss. Safe Auto requested a market valuation on her vehicle from a company, *** ***, that uses a Valuation Methodology. This methodology searches a local and regional market (based on zip code) for vehicles advertised for sale by dealers and private parties that are similar/comparable to the loss vehicle. The value of the vehicle, with consideration of the prior damage based on the current prior damage estimate, came to $9699.58. Based on the damage found upon inspections thus far, Safe Auto has determined that the vehicle is repairable. As with any repair, there is always a chance that additional damages may be found during the repairs and we have notified *** *** to contact us if any other damages are foundSafe Auto Supervisor, Jack A***, attempted contact with Ms*** by phone on February 14, 2018, but had to leave a voice mailSince we have not yet been able to speak with Ms*** regarding this matter we have sent an email (Tina***@yahoo.com.) with the information and documentation Ms*** has requestedPlease see a copy of the email and supporting documentation which addresses Ms*** concernsShould 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 614-817-0168. My email address is William.A***@safeauto.com. My Fax number is 614-384- Jack A*** APD Supervisor Safe Auto Insurance Company

This letter acknowledges receipt of your correspondence regarding the concerns of ***, ID number ***.Ms*** called in on 07/06/to get a quote to add a vehicle to her existing policyAt thattime, she was advised of a change in her premium that was the result of a missing
excluded driverformSince we did not receive the signed form by 6/13/17, the excluded drivers were added to thepolicy as covered driversThe form has since been received, applied to the policy, and thepremium has been adjusted accordinglyMs*** was assisted by a supervisor as requested.The supervisor was able to assist Ms*** with her billing questions and resolve her issue.We do apologize for any inconvenience this might have caused Ms***We are using this as atraining opportunity to better assist our customers in the future.If you have any questions, please feel free to contact me.Sincerely,Karla M***Customer Contact Center SupervisorPhone: (800) 723-3288, ext***Fax: (614) 670-7528Email: karla.m***@safeauto.com

This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID number ***.A policy was started on our website by *** *** on 09/23/at 9:AM ESTThe six-month premium quoted was based on information that was provided by Ms***At that time,
Ms*** listed only one At-Fault AccidentWhen the Motor Vehicle Report was received on 09/25/2017, there were additional violations and accidents that had not been originally disclosed on the applicationThese additional violations and accidents increased the number of insurance points assigned to Ms***With the full list of violations and accidents, Ms*** was no longer an acceptable risk due to exceeding the Underwriting guidelinesThe policy is currently active but has a cancellation effective date of 10/08/at 12:AM EST due to exceeding the Underwriting guidelinesThe Underwriting department set a future cancellation dateA Notice of Cancellation has been sent to Ms*** explaining the reason for the upcoming cancellationUnfortunately, we are not able to accommodate Ms***’ request for a full refund of the amount paid at the beginning of the policyCoverage has been provided to Ms*** since 09/23/After review, we find that SafeAuto followed the correct proceduresHowever, we do apologize for any confusion this cancellation process may have caused Ms***We will use this information for training purposes to ensure that procedures are more efficient and useful for our customersIf you have any questions, please feel free to contact meSincerely, Karla M*** Customer Contact Center Supervisor Phone: (800) 723-3288, ext*** Fax: (614) 670-Email: karla.m***@safeauto.com

I am responding to your letter dated 1/5/regarding a complaint filed by *** ***regarding the hadling of her claim.I * Chronology: .On 10/10/2015, the claim was reported to SafeAuto by Ms***On 10/12/2015, the file was assigned to adjuster Melanie S*** along with
specialinvestigator Joseph W***It was identified that Ms*** had changed coverage onher policy three days prior to this reported incident.On 10/13/2015, MsS*** discussed the incident with Ms***, obtaining the factsof loss and advised of issuesAt this time it was also set up to obtain an appraisal on Ms.***'s damages, the estimate when it was returned was $MrW*** called Ms.*** and left a message to call back regarding the investigation.On 10/14/2015, MrW*** reviewed ISfor any prior claims history.On 10/15/2015, MrW*** attempted to call Ms*** and left a message.On 10/16/2015, MrW*** attempted to cdl Ms*** &?d left a message.On 10/19/2015, MrW*** followed up with *** State Police to see if any reporthad been filed by Ms*** It was confirmed Ms*** called, but did not file areport, a request was submitted for the audio of the callMrW*** received an emailfrom Ms*** on the same date noting that she was not happy with the claims process.On 10/20/2015, MsS*** received a voicemail to call Ms*** back, she calledand advised we had the estimate on her vehicle and requested she file a ** CivilianReport.Until 10/29/2015, attempts were made to follow up on the police reportInitially Ms.*** put a date of loss on the report after she had reported the loss to SafeAutoOnthe correctly filled out report was receivedAt this time coverage for the loss wascleared as all information was consistent with the reported facts of loss.Since 1013012015, we have been attempting to confirm the shop where Ms***'svehicle is to be repaired so that we may issue a check for the appropriate repairs.Currently we are awaiting Ms*** to provide us with the information on where the vehiclewill be repairedOnce the vehicle is at her shop of choice we can review any further damagewhich may be present, but at this time the vehicle appears repairable.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M*** ***

I am responding to your letter dated 09/29/regarding a complaint filed by *** ***Ms*** is disputing her refund amount after canceling her auto insurance policy.? On 09/26/2015, Ms*** received a quote on our websiteAt that time, she was quoted $a month and $
for the down paymentThe down payment included a non-refundable application fee of $Our website gives a disclosure on the application feeLater that day, Ms*** called into SafeAuto and spoke with a representative to start the policyThe representative did not go over the application fee as required.? On 09/29/2015, Ms*** requested to cancel her policyAt that time, she was advised of the $cancellation fee and the refund amount of $42.00.In regards to the $balance from a previous policy: We mailed two notices regarding the owed balanceOne was sent on 04/04/and the other on 05/04/The balance was not paidWe then rolled the balance onto the new policy.We sincerely apologize that the application fee was not fully disclosed at the time of the sale and will refund $If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Casey M*** *** ***Phone: ###-###-####

I am rejecting this response because:I did not wreck my car their insure did and they waited days to give the go ahead on repairs after the body shop called them and told them that they found more damage so why should I pay for someone on their end not doing their job
Regards, *** ***

This letter acknowledges receipt of your correspondence regarding the concerns of *** ** ***, ID number ***.Mr*** started an insurance policy on 05/04/with SafeAutoWe have no record of Mr*** requesting to cancel his policyMr*** has sent several emails
regarding this matterOn June 15, 2015, I responded his email advising if he provided proof of other insurance during the time he was insured with our company, we would cancel the policy to that date/time of the new coverage. On June 16, 2015, I received proof of other coverage effective May 8, Therefore, the policy was cancelled and a refund of $will be mailed to Mr*** within business daysThis has also been emailed to Mr***. If you have any questions, please feel free to contact me. Sincerely, *** *** *** ***###-###-####, Ext***###-###-####, Fax***

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

This letter acknowledges receipt of your correspondence regarding the concerns of ***, ID number ***.A policy was started on our website by *** *** on 07/16/at 8:PM ESTThepremium quoted at that time was based on information provided on the application
Additionalviolations found on the Motor Vehicle Reports resulted in an increase to the six-month premium.Mr*** received an email notification about the changes to his policyMr*** calledSafeAuto about the changes and decided to cancel the policy due to the premium increaseMr.*** was advised to provide proof that he was still currently insured with another company sothat the cancellation of the SafeAuto policy could be dated back to inception due to duplicatecoverageMr*** sent in the appropriate documentation.The cancellation has been processed back to the date of the inception of the SafeAuto policy, ourAccounting department has processed the refund on 08/01/and Mr*** should see thatmoney refunded to the credit/debit card that he used for his down payment within 3-businessdays.We attempted to contact Mr*** to advise of the status of his refund, we were unable to reachhim.We do apologize for the delay in the handling of Mr***’s request to cancel his policy and weunderstand his concern about receiving conflicting information on his phone callsWe strive toprovide consistent, concise information to all customers and will address accordingly.If you have any questions, please feel free to contact me.Sincerely,Karla M***Customer Contact Center SupervisorPhone: ###-###-####, ext ***

We are responding to your letter regarding a complaint filed by *** *** in regards to a money order she mailed for her policyMs*** was given our corporate address to send in the money orderUnfortunately, we do not take payments in this office and the money order was sent to our Claims
departmentWe were able to get the tracking number from Ms*** and locate the paymentThe payment was entered effective the date and time receivedTherefore, the policy will reflect no lapse in coverageMs*** was also notified of the outcomeWe sincerely apologize for the delay in applying the payment and any inconvenience we caused to Ms***We are taking the necessary actions with the representatives to ensure accurate information is being provided to our customers and all follow ups are completed as promisedIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Casey M***

I am responding to your letter dated May 26, regarding a complaint filed by *** *** Mr*** has stated that he was charged $for a rental vehicle that SafeAuto should be paying for Mr*** rental was initially set up by adjuster Randy S*** on 5/11/2017,
and the rental was transferred to SafeAuto’s rental control department for monitoringIt appears that SafeAuto rental control incorrectly coded the vehicle as a drivable vehicle when Mr*** vehicle was in fact not drivableIn addition, it appears that there was some miscommunication between SafeAuto rental control and the body shop as the body shop informed SafeAuto on 5/19/that Mr*** vehicle was not at their facility, when in fact it wasDue to the shop advising SafeAuto rental control that Mr*** vehicle was not at their facility, the last day of the rental was set for 5/23/MrS*** then contacted the shop on 5/25/and was informed that the vehicle was at the shop the entire timeMrS*** has since extended the rental through 6/2/17, and will continue to monitor the status of the repairs and will extend the rental if necessary I personally followed up with *** Rental on 5/26/regarding the money that had been deducted from Mr*** account*** assured me that the issue had been resolved and the $was being refunded to Mr*** accountI also spoke with Mr*** and he agreed that the issue was resolved and *** was refunding the money to his account We regret Mr*** initial dissatisfaction with his claim and apologize for any delays or unreturned calls throughout the process If I can answer any other questions, please don’t hesitate to call or email me Sincerely, Ryan W***

July 18, 2017Catherine McLaughlinRevdex.com Dispute Resolution TeamRevdex.com Serving Central [email protected] MsMcLaughlin,This letter acknowledges receipt of your correspondence regarding the concerns of *** ***,ID number ***.A policy was started on our website by David
*** on 05/31/at 3:PM ESTThe premiumquoted to him at that time was based on information that he had provided on the applicationWhenthe policy was started Mr*** was listed as the only driver and his spouse was listed asexcluded driverWe require an endorsement form to be returned for anyone listed as an excludeddriverThis form was not returned during the timeframe required so the driver was then added tothe policyThis resulted in a premium adjustment to the policy.Mr*** did make a payment when the notice of payment due was sent for the first billMr***sent in another payment when the next notice of payment due was sent.We have reached out to Mr*** to explain the adjustments that have been made to his policyand his current policy statusWhen speaking to his wife, she advised us that since Mr***’smost recent payment had been returned to him and a letter of cancellation was sent advising of acancellation if a payment is not made that he would be seeking coverage elsewhere.If you have any questions, please feel free to contact me.Sincerely,Karla ***Customer Contact Center Supervisor

I arm responding to your letter dated November 16'~2, regarding a complaint filed by*** ***Mr*** is complaining that the claim has taken too long, needs an updateregarding his claim, and wants his vehicle repaired.Chronology:On 10/2/2015, Mr*** filed a claim with SafeAuto for an
incident the happened earlierthat day involving a deerThe adjuster, Dustin S***, contacted Mr*** andobtained a statement from himMrS*** also set up a photo inspection of Mr***'svehicle.On 10/14/2015, photos of Mr***'s vehicle were obtained.On 10/16/2015, the estimate for Mr***'s vehicle was completed and dropped to theclaim.On 10/21/2015, MrS***ssued payment to Mr*** in the amount of $1,902.83,which is the amount of SafeAuto's original estimate less Mr***'s $1,000.00deductible.On 11/3/2015, SafeAuto received a supplement request from Mr***'s body shop foradditional damage that was not seen during the original inspection.On 11/13/2015, I personally received an email from Mr*** requesting a status update.I reviewed the file and MrS*** was waiting on the approved supplement prior toissuing payment to tbe shopI then had MrS*** contact the insured and he spokewith Kim *** and updated her regarding the statusMrS*** respectfuiiy iold Mrs.*** that he was waiting for the approved supplement and would be back in contact withher once the supplement was approvedI personally responded to Mr***'s email andrespectfully told him that MrS*** updated Mrs*** regarding statusI alsoexplained to him that the supplement was being reviewed, and MrS*** would be incontact with them once the supplement was approved and payment was issuedLater thatday, MrS*** received the approved supplement and issued payment to the bodyshop for $2,MrS*** also called Mrs*** to respectfully tell her that thesupplement was approved and the payment was being sent to the body shop.On 11/17/2015, MrS*** followed up with the body shop to confirm that everythingwas in order and to check on the status of the repairsThe shop advised MrS*** thatthey had everything they needed and the vehicle should be completed on 11/or 11/20.We regret Mr***'s initial dissatisfaction with his claim and apologize for any delays on behalfof SafeAuto.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Ryan W***