Dear Mr. [redacted]:We are in receipt of your complaint from the San Diego Revdex.com. In response, Ireviewed the claim file.We inspected your 2006 Honda Civic on April 2, 2015, and estimated the damages to be$2,323.68. We issued a Collision payment of $1,823.67 on April 8, 2015, pursuant...
to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this loss. However,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liability. We advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do so.We will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductible. We apologize for any inconvenience thismatter has caused you. However, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee success.Please feel free to contact me should you have any questions. I can be reached at (858)522-7909. My office hours are Monday through Friday, 7:30am to 4:00pm.Sincerely,WAWANESA GENERAL INSURANCE COMPANY
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular, your concerns...
surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint and obviously I reject the classification of invalid complaint. For your reference, details of the offer I reviewed appear below.
Although the information they post is accurate regarding my concerns. The business fails to explain why I didn't receive any notifications. During the several calls to customer service and the supervisor,which by the way took more than 7 days to actually get something from them. They acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our family. We, after so many years never failed to pay or even filed any claim with them, we would have never switched nor we would have failed to pay if we got any notification. Their explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the notices.I believe is fair to say that their communication system lacks the robustness that a company operating in such a delicate and regulated environment should have in order to provide excellent customer service. We got lucky that no issues arise from driving for 3 weeks without insurance and we were welcomed by another company specially after learning that we had been loyal to another insurance company for so many years. According to their supervisor, they cancel thousands of policies and they don't have time to review if something went wrong or even care about the potential customer lifetime value. I wasn't offered any consideration and lost all discounts etc.. (which the other company matched). The process of reapplying with from my initial call took 8 days and then I would have to fill up a form again and mail it to them.I believe they lack the resources to provide services in the California market without properly addressing their system and infrastructure. I am afraid I am not alone and many people probably have the same issue. I respectfully dismiss the classification of invalid and request that the company publicly recognises that somebody went wrong and that they would attempt to improve their customer service procedures, communication (including electronic notices) and provide a competitive service for the thousands of drivers that may have suffered the same as me.I did thank the supervisor for the call because obviously it was not really his fault and he knew that they have many issues with their communication protocol and are working on it.I think is important consumers realize that they can be dropped at any time without further consideration even if you have been a loyal, no claims, paying customer for more than 12 years due to a lack of follow up from their company which, even if a letter is required by law to be sent, it would have been solved as easy as sending an email to our family or an automatic call to our cell.Errors happen but the lack of responsibility that this company shows is something that should be publicly addressed. I don't need anything else from them at this point other than making sure this complaint is not dropped. Obviously the underwriting manager and MBA doesn't appear to have been taken advantage of their studies otherwise he would have known that valuable customers are hard to find and taking care of them is an essential part of keeping them.
Regards,
[redacted],MBA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I did receive a call from Wawanesa regarding my Revdex.com complaint. I also received the standard response of call volume increasing 20% and that they are hiring more customer service reps. They've been using that excuse since January, one which I'm not buying. If that were true, then it must take 5 months to train employees. I accept Wawanesa's response because I received my refund check today and I'll never have to deal with such a poorly run company again, especially a company that increased my premium by 33.1% when in fact, it should have decreased.
Regards,
[redacted]
Wawanesa General Insurance Company issued our insured a $66 refund on her automobile insurance policy in 2012 which was never cashed. After 3 years we are required to escheat uncashed checks to the California State Controller. Prior to doing that we are required to mail a letter notifying the...
various payees of their uncashed check and to contact us to reissue it. We mailed the letter to our insured on June 26, 2015. We did not receive a response so we eventually sent the California State Controller a detailed list of uncashed checks which included this particular check.Based on this list the California State Controller's Office sent out their own letters to the payees notifying them of uncashed checks issued by Wawanesa. Our insured received the letter and attempted to call Wawanesa to have the check reissued. Unfortunately, our insured had a difficult time trying to reach us. The telephone number listed on the letter is not manned by an employee, but is set up with a prompt asking callers to leave their information and expect a callback shortly. At the time our insured called, the prompt had been unknowingly cleared from the recording, so from the caller's perspective they reached a dead line. This was immediately rectified once the problem was discovered.I called our insured back on March 23, and apologized for the lack of service she received and any inconvenience it caused her. This was an error on our part. I also told her that we would reissue her $66 refund as soon as possible. Accordingly, a new check for $66 was issued on March 24 to be mailed no later than March 25.This matter has been resolved. We sincerely apologize for not being able to provide and meet the level of customer service our insured deserved.Sincerely,
[redacted]Chief Financial Officer Wawanesa General Insurance Company
We received a subsequent letter regarding your complaint filed with the Revdex.comto which we have responded.We do value you as a customer Mr. [redacted] and apologize for the delay and inconvenientexperience you incurred; our # 1 priority is providing an excellent customer service . We are inthe process of updating our infrastructure that will enable our representatives to quote, issue, andbind coverage over the phone. This new capability will improve our customers' experiencesthrough increased efficiencies and timeliness.Enclosed with our letter to you dated January 22, 2015 were copies of the billing and cancellationnotices that were previously mailed to the address shown above. The address was verified andconfirmed to be the same address on the automobile quotation and the one listed on your originalcomplaint. The Company did not receive any "Return Mail" or "Undeliverable Mail" noticesfrom the Post Office.Again, we apologize for the inconvenience you have experienced and we hope we can serve yourinsurance needs in the future.Sincerely,[redacted], MBA, AINSUnderwriting Manager
As we discussed in our telephone conversation of March 19, 2015, we are in receipt of correspondence from theSan Diego Revdex.com dated March 17, 2015, regarding your complaint.I extend my sincere apologies for not providing you with the standard of service that Wawanesa General...
InsuranceCompany is known for. We understand your time is important and it was not our intent to inconvenience you.Over the last few months, the incoming call volume to our Customer Service Department has increased by 20%.This increase was unexpected. Please know that we are actively working on solutions to address this increase incalls and improve our customer experience.I was very sorry to learn you had chosen to seek insurance with another company. Should you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholders. We are in the process of hiring additional service representatives and are launching an upgradedprocessing system. We have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devices. Very shortly, this mobile application will also provide electronic proof ofinsurance and policy details.Again, I am very sorry for the long hold times you experienced when calling us. If I can be of assistance in thefuture, please do not hesitate to contact me.Sincerely,WAWANESA GENERAL INSURANCE COMPANY[redacted]Claims Manager
Dear Ms. [redacted]:We received your inquiry on our website dated August 17, 2016, as well as your inquiry withthe Revdex.com dated August 19, 2016. We understand you are seeking an additionalpayment of $1000.00, toward your rental car bill. We concluded a thorough review of our...
filehandling, and confirmed that no additional payments are owed toward your rental car bill. Weattempted to contact you by telephone to discuss this matter on August 18, 2016, but you werenot available. The findings of our investigation are listed below.From the onset of this claim until May 17, 2016, (23 days), you informed our claims staff thatyou were utilizing your insurance carrier, Farmers Insurance, for the repairs to your vehicle. OnMay 17, 2016, you informed the Wawanesa General Insurance Company (hereinafter Wawanesa)claims adjuster, Ms. [redacted], that you would prefer to have Wawanesa pay for the repairsto your vehicle. Therefore, we completed a repair estimate on May 25, 2016, and issued fullpayment of that estimate to you in the amount of $3,796.41, on June 1, 2016. Our appraiserconfirmed your vehicle had unrelated prior damage to the entire right side of your vehicle. Youconfirmed this fact with Ms. [redacted] on May 24, 2016. On June 6, 2016, we issued asupplement payment to your chosen repair shop, [redacted], for the front-end damagein the amount of $692.24. As of this writing, our appraiser has received no other supplementrequests from [redacted]. As a courtesy to you, on August 18 and 19, 2016, ourappraiser attempted to contact [redacted] with [redacted], to determine if there are anyoutstanding supplements that need to be approved, but [redacted] has not returned our appraiser’scalls.We owe reasonable loss-of-use during the accident related repair of your vehicle, and as acourtesy to you we authorized the billing of your rental vehicle through Enterprise Rent-A-Carfrom May 5, 2016, through June 24, 2016, which is 51 days, at a cost of $1,292.37. The totallabor repair hours for your vehicle are 32 hours, and the maximum repair time would be 40 days.As such, the amount of 51 days of rental, which we have already paid for is reasonable. It is ourunderstanding that [redacted] has not yet completed the repairs to your vehicle, andthey are currently providing you with a rental vehicle.While we sympathize with you regarding the repair time of your vehicle, the selection of therepair facility, [redacted], was made by you. As such, we have no authority with[redacted] to further intervene or expedite the repairs of your vehicle. Additionally,we can find no delay in our handling of your claim which would have delayed the repairs of yourvehicle. However, your delay in authorizing the repairs to your vehicle for 45 days(April 26, 2016 to June 10, 2016), contributed to the overall repair time of your vehicle, as wellas your incurred rental charges.Since we have already paid for 51 days of your rental charges, which exceeds the maximumrepair time of 40 days, we are unable to consider any further payment of your rental charges atthis time. We remain ready and available to evaluate any accident related supplements submittedby [redacted]. Should this occur, we will reevaluate our position regarding yourrental charges.Your inquiry to the Revdex.com indicated you are again going through FarmersInsurance for the repairs of your vehicle. If this is correct, please return our payments totaling$4,488.65, or we will deduct this amount from any reimbursement payments that we may issueto Farmers Insurance at a later time.Thank you for contacting us regarding your concerns. If you have any additional questionsregarding this claim, please feel free to contact [redacted] at 858-715-5982, Monday throughFriday, 8:00 a.m. to 4:30 p.m.Sincerely,WAWANESA GENERAL INSURANCE COMPANYWe confirmed that you selected [redacted] to conduct the repairs to your vehicle, andplaced your vehicle with them on April 26, 2016. On June 10, 2016, we were advised by [redacted]at [redacted] that you had not provided the necessary authorization to begin repairsto your vehicle because you had not decided if you were going through your own insurancecarrier, Farmers Insurance, or if you would be using Wawanesa for the repairs to your vehicle.Your repair facility was unable to confirm the specific date that they began repairs on yourvehicle.
Thank you for the information Mr. [redacted]. I'm very happy to see this and glad I could resolve this for you. I apologize again for the issue, and the service you received. I will address the agent you spoke with on January 5th. I will be responding to the Revdex.com this week to address...
the complaint.Sincerely,[redacted]
[redacted]
[redacted]
January 7, 2014 [redacted] RE: Our Insured: [redacted] Date of Loss: September 15,...
2014 ClaimNo.: [redacted] Complaint: [redacted] Mr. [redacted]: We are in receipt of an inquiry from theRevdex.com based on a complaint you submitted to their office on01/05/2015. In your complaint, you raised a few issuesthat appear to be based on your misunderstanding of the insurance policy. First, the Wawanesa Automobile Policy covers: LIMITOF LIABILITYA. Our limit of liability for any loss will be the lesser ofthe:2. Amount necessary to repair or replace theproperty with other property of like kind and quality, minus the deductible. Inaccordance with the policy contract, we obtained a confirmed price of $576.00from a local glass company to replace the damaged glass on your vehicle. This price was based on a like kind andquality part. In this situation, thatpart was a non-OEM replacement part. Secondand unfortunately, we believe you may be misunderstanding our customer servicerepresentatives when you quote them as stating, “…Wawanesa only uses OEMparts.” With certain types of partsthat statement may be true (ex: metal crash parts) based on a number of factors(vehicle age, availability of parts, etc). With other types of parts we may use industry available like kind andquality replacement parts (including glass). Again, this issue is covered in your Automobile Policy per the LIMIT OFLIABILITY stated above. Finally,you indicated to the Bureau that your “Desired Settlement” would be to, “Changethe lease insurance agreement”. As youmay be aware this request cannot be met. Our insurance policy and operations are regulated by the State ofCalifornia Department of Insurance. Ourpolicy was submitted to and approved for use by the State of CaliforniaDepartment of Insurance in accordance with all applicable law andregulations. Furthermore, our policyfollows generally accepted industry, market, and ISO guidelines. We regret that you had this experience andread or learned of your applicable insurance coverage for the first time aftera loss was incurred. You have beenprovided with a copy of your policy contract in the past as well as allapplicable policy renewal documentation. Nofurther coverage of payment for this loss will be offered at this time. If you have additional information that maychange the facts or value of the loss, please contact your adjuster, as weremain open to reviewing such information. Sincerely, WawanesaGeneral Insurance Company [redacted]ClaimsManager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not accept business response because it did not provide proof of their claim that their customer is not at fault. Business claims their investigation supports their customer's version of events of innocence, however, their investigation is biased and flawed. 1st, their investigation is biased because they have an incentive to not pay and thus find their customer innocent. 2nd, as evidence to support their argument they provided me with a police report which shows that no investigation has been conducted by a neutral third party (i.e. police) and is based entirely on their customer's retelling of the event at a police station after the incident. The report was not taken at the scene and therefore would be inadmissible in the court or any serious investigation because it is so unreliable as to fall under the category of hearsay. Their customer failed to call the police to document the event and/or take pictures at the incident, and therefore under CA law could be liable for hit and run as she removed herself from the accident without making a reasonable effort to locate the owner of the vehicle, a.k.a me. They also claim there's damage to their customer's vehicle which supports her argument, however, they never provided any verification that the damage was not inflicted by their own customer or existed prior to the accident. No pictures were taken of their customer's vehicle at the scene of the incident and/or provided to me. On the contrary, their customer accepted the blame in her note and then changed her story after a legal counsel. In other words, the business failed to provide any concrete evidence to their customer's version of events that would have any legal standing in the courts. If anything, their customer has removed herself from the incident without calling the police and therefore is potentially liable for hit and run.Lastly, the damage inflicted to my vehicle does not support their customer's version of events. The damage to my vehicle is across the entire length of the vehicle on the driver's side, which, to support their customer's version of events, means she would have had to be speeding or have had to be pushed into my vehicle for a protracted length of time to cause such wide damage.In conclusion, I do not accept Wawanesa's investigation because it is not impartial and flawed without any supporting documentation. Because their client fled the accident without calling police and documenting everything by impartial third party, their client is at fault and the company is liable to make me whole for the damages caused. I'm attaching their client's note of culpability, the police report I was provided as "evidence," and pictures of my damaged vehicle as it was discovered at the scene after their customer has fled without a reasonable effort to locate the owner.
Regards,
[redacted]
This letter is in response to the inquiry made by our insured regarding his inability to contact ourCustomer Service Department. A copy of my response is enclosed.We are currently experiencing, on a monthly average, an increase of calls to our Customer Servicequeue of approximately 25%. That...
combined with training and implementation of a new processingsystem has hindered our ability to provide the type of service our policyholders are used to receiving.We are actively working on solutions to improve service. We have recently just had 10 new CSRcomplete training and start taking live calls this week. We will continue with the hiring process. Ourtraining program takes a minimum of 6 weeks to complete. Finding qualified applicants has beenchallenging with the improvement in the unemployment rate. Our employees are working extra hours;supervisors and managers are taking calls; departments with employees who previously had experiencein our call center are offering help; and we have worked with our IS Department to extend systemsoperations.As you can see in our response, our sincere apologies have been extended to Mr. [redacted]. I have providedhim with my direct contact information.If I you have any additional questions or if I can be of any service, please do not hesitate to contact me.Sincerely[redacted]Customer Service Manager
Please be advised we have received an inquiry from the Revdex.com (Revdex.com) of San Diego,the California Department of Insurance and through Wawanesa General Insurance Company's website"feedback" page regarding the above-captioned loss. Attached to all three pieces of correspondence...
wereceived your description of your concerns and your desired outcome. Please accept this letter toaddress your concerns as registered to the entities mentioned above.By way of background, this will confirm you carry an H03 Homeowners policy with WawanesaGeneral Insurance Company. You reported a water loss to our staff on November 4, 2014, indicatingyou noticed a leak at your kitchen ceiling, which is directly below an upstairs shower. We immediatelyestablished a claim and initiated an investigation.Determining the cause, origin, and duration of the water escape is a common and critical component inthe investigation of any presented water loss. As such, we provided referrals to you for plumbers whohave expertise in leak detection. After conducting your own research about plumbing vendors, youselected American Leak Detection to inspect the plumbing leak in question. They visited your home onNovember 10, 2014. After performing a thorough inspection, they determined that the water leak wasfrom failed tile grouting and that re-grouting of the shower was a needed maintenance item.Importantly, the plumber opined the water escape from the failed grout was 30 days old.We discussed the claim further with you on November 13, 2014, at which time you confirmed the tileshower enclosure was original to your home, which was built in 1997. We also reviewed yourhomeowner policy contract wording with you regarding an exclusion which appears to apply to thisloss. The pertinent portion of the policy reads as follows:SECTION I- EXCLUSIONSA. We do not insure for loss caused directly or indirectly by any of the following. Such loss isexcluded regardless of any other cause or event contributing concurrently or in any sequence tothe loss. These exclusions apply whether or not the loss event results in widespread damage oraffects a substantial area.3. WaterThis means:e. Continuous or repeated seepage or leakage of water or the presence or condensationof humidity, moisture or vapor, over a period of time greater thanl4 days.The policy also outlines duties of policyholder, such as you. In particular, please refer to:SECTION I- CONDITIONSC. Duties After LossIn case of a loss to covered property, we have no duty to provide coverage under this policyif the failure to comply with the following duties is prejudicial to us. These duties must bepe1jormed either by you, an "insured" seeking coverage, or a representative of either:5. Cooperate with us in the investigation of a claim;7. As often as we reasonably require:a. Show the damaged property;We offered to inspect your damages and secure your statement, but you declined these offers and statedyou were expecting a denial letter from us. Instead, we sent you a letter on November 21, 2014,confirming you were withdrawing your claim.We next heard from you on December 2, 2014, with a request that a different plumber inspect the loss.We agreed to this request and [redacted] inspected your residence anew on December 3, 2014.Not surprisingly, that plumber confirmed the findings of the first plumber; namely, that worn tile groutand caulking were the leak failure sources, and that the duration of the leak was "more than a monthprior to discovery on October 30, 2014." Wood rot at the subflooring was also observed, whichprovides further evidence of the long-term nature of the water leak event.We informed you of these further investigative results on December 4, 2014, and have been attemptingto obtain your recorded statement ever since, in order to conclude our investigation. Janice [redacted] ofAdams Adjusting is assisting in this portion of the investigation. You may recall she completed aninspection at your home. Please contact her to provide your statement. She can be reached atIn the meantime, we have offered to pay for the kitchen ceiling drywall access cutmade by the [redacted] technician, as part of the inspection and diagnosis process. We willforward this payment to you under separate cover.In closing, we respectfully disagree with your various critiques surrounding our handling of yourreported claim. In fact, we have gone to great lengths to provide superior customer service whileconducting a thorough and accurate investigation. Present evidence leads us to advise you of thehomeowner's policy exclusionary language mentioned above, and we encourage you to mitigate yourdamages at this time. Please continue to cooperate with our investigation by providing your statementto Ms. [redacted], so we can reach a final conclusion in this matter. In the meantime, by copy of thisletter, I'm informing the San Diego Revdex.com and the California Department of Insurance of our positionthat while we have handled this matter in an appropriate manner we are attempting to conclude ourinvestigation and provide you with a resolution.
Dear Mr. [redacted]:
We acknowledge receipt of your June 26, 2017, letter in which we were advised
that [redacted], has contacted your office regarding his above referenced claim.
His correspondence states the desire to be compensated in the amount of
$2,81 0-00 for the transmission repair to his...
2006 Range Rover which he feels is
related to the minor rear-end impact sustained in the above accident.
The collision occurred as the complainant was exiting a Costco gas station. As he
was negotiating a right turn out of the parking lot, our policyholder impacted the
rear bumper of his vehicle. We have issued payment to him for the damages which
amounted to $1,998.14. Enclosed are the estimate and photos of the rear bumper
damage.
We inspected the transmission at Reseda Transmissions, on two occasions after
the June 7, 2017, accident. After discussing the transmission slippage problem
with the shop, we learned that they completed some recent transmission repairs
prior to this loss. It was determined that the needed repairs were the cause of
either incomplete repairs prior to our loss date, worn parts (specifically the clutch
drum and clutch discs), or possibly both items. The repairs after the loss replaced
these parts and were not caused by our collision accident in which there was a
very minor impact to the rear bumper. The absence of broken, chipped, or cracked
transmission parts makes it very clear that our loss did not cause the transmission
slippage problem.
The appraiser verbally advised the shop twice that the transmission was not
accident related and what should have been entitled as a UPD (unrelated prior
damage) estimate was inadvertently sent over to the shop on June 22, 2017 via
email, captioned as a “supplement”. This was discovered by this office on Friday, June 23, 2017 and the mailer was clarified with the shop and customer that same
day.
Sincerely,
WAWANESA GENERAL INSURANCE COMPANY[redacted]
We have received a letter from the Revdex.com, regarding the additional damages to your 2003 Honda S2000, while stored at our storage facility, Insurance Auto Auctions. You notified me of these additional damages on March 23, 2016. At that time, I advised you, I would contact the manager...
of that yard to inquire if they would accept liability for the additional damages. In speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possession. I also requested she contact you directly as I believed that would be the best first step to take in this situation. Unfortunately, the salvage yard only took responsibility for the forklift damage to the rear bumper, and claimed the rest of the damage was pre-existing.On March 29, 2016, in order to resolve the situation, I felt it was best to have our re-inspector meet with you at a shop to complete a more thorough inspection, and determine if these damages could have occurred while at our salvage yard. Our re-inspector met with you on March 31, 2016, per your request and was able to determine that the damages did occur while stored at Insurance Auto Auction, mainly from being forklifted while in their possession.Our re-inspector will write a complete estimate on all the additional damage, so that you may have these damages repaired at the same time as your original collision claim related damages. We will then look to IAA, to reimburse us for such damages. We will also cover any additional rental needed for the additional time it will take make these additional repairs. We sincerely apologize for any inconvenience this has Caused you.Sincerely,Wawanesa General Insurance Company[redacted] Material Damage Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll center. We are doing everything we possibly can do at this time to address our service levels.Based on the reports pulled, we can see that our insured placed his first call with us on March 17...
at4:39pm. He hung up after approximately 48 seconds. He ca lled again on March 18 at 10:10am. Therewas a wait of about 17 minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is time.Our insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on Saturday. As well, I have offered for him to contact me directly if needbe.We sincerely apologize for not being able to provide and meet expected customer service.
Please be advised that this office is in receipt of a letter from the Revdex.com, dated May 17, 2016, wherein, you are seeking compensation for time lost and rental car COSt.Our records reveal the accident occurred September 30, 2015, and the claim was reported to us by [redacted],...
that same date. The file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs. [redacted] reported she was traveling on Apple Valley Road. Traffic was backed up from the intersection of Bear Valley. A San Bernardino Police vehicle (2016 Ford Explorer) rear-ended the 2014 Dodge Ram, pushing that vehicle into your vehicle. The police report confirms the officer to be at fault for the accident.Your 2007 Honda CRV was inspected on October 9, 2015. The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,885.93. We issued the Collision payment to [redacted], on October 17, 2015, less your $500 deductible. The deductible is applied because it is the portion of the loss for which you are selfinsured. No payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policy.The San Bernardino County Risk Management office accepted liability for the accident on November 23, 2015. As such, we began the process of recovering the funds we paid out under your Collision Coverage. We also requested reimbursement of your deductible as a courtesy to you; however, we are unable to collect your rental expenses or other out of pocket expenses on your behalf. You must present these claims to the San Bernardino County Risk Management office directly.You indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came from. Please be advised, the payment was not issued by us. Claims Supervisor, Jason Saunders, contacted [redacted], of the San Bernardino County Risk Management office to ask if they had issued the payment to you. Ms. [redacted] confirmed they did not send you a check for $500 either. As such, we are unable to determine who issued the $500 payment to you.Ms. [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with you. However, she stated you did not submit your rental invoice to them, so they denied your claim. She stated you also claimed approximately $400 in lost wages, but never provided them with documentation to support this portion of your claim. She stated you have 6 months from the date of the denial letter to present your claim with them: Deadline June 23, 2016.In your complaint to the Revdex.com you indicate your desired settlement to be that we: “Cover time lost and rental car cost". As previously indicated, you elected not to carry Rental Expense Coverage on your policy. Therefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accident. Additionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policy.As previously stated, the San Bernardino County Risk Management office indicates you must present your claim for out of pocket expenses to them before the deadline of June 23, 2016.RISK MANAGEMENT DIVISION222 W. HOSPITALITY LANE, 3RD FLOOR SAN BERNARDINO CA 92415 ADJUSTER: [redacted]PHONE #: [redacted] EMAIL: [redacted] CLAIM #: [redacted]As of today's date, we continue our collection efforts against San Bernardino County and will advise you of the result of these efforts.If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–9669 [redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance. You may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP,Sincerely,WAWANESA GENERAL INSURANCE COMPANY
Dear Mr. [redacted]:We are in receipt of your complaint from the San Diego Revdex.com. In response, Ireviewed the claim file.We inspected your 2006 Honda Civic on April 2, 2015, and estimated the damages to be$2,323.68. We issued a Collision payment of $1,823.67 on April 8, 2015, pursuant...
to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this loss. However,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liability. We advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do so.We will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductible. We apologize for any inconvenience thismatter has caused you. However, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee success.Please feel free to contact me should you have any questions. I can be reached at (858)522-7909. My office hours are Monday through Friday, 7:30am to 4:00pm.Sincerely,WAWANESA GENERAL INSURANCE COMPANY
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular, your concerns...
surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint and obviously I reject the classification of invalid complaint. For your reference, details of the offer I reviewed appear below.
Although the information they post is accurate regarding my concerns. The business fails to explain why I didn't receive any notifications. During the several calls to customer service and the supervisor,which by the way took more than 7 days to actually get something from them. They acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our family. We, after so many years never failed to pay or even filed any claim with them, we would have never switched nor we would have failed to pay if we got any notification. Their explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the notices.I believe is fair to say that their communication system lacks the robustness that a company operating in such a delicate and regulated environment should have in order to provide excellent customer service. We got lucky that no issues arise from driving for 3 weeks without insurance and we were welcomed by another company specially after learning that we had been loyal to another insurance company for so many years. According to their supervisor, they cancel thousands of policies and they don't have time to review if something went wrong or even care about the potential customer lifetime value. I wasn't offered any consideration and lost all discounts etc.. (which the other company matched). The process of reapplying with from my initial call took 8 days and then I would have to fill up a form again and mail it to them.I believe they lack the resources to provide services in the California market without properly addressing their system and infrastructure. I am afraid I am not alone and many people probably have the same issue. I respectfully dismiss the classification of invalid and request that the company publicly recognises that somebody went wrong and that they would attempt to improve their customer service procedures, communication (including electronic notices) and provide a competitive service for the thousands of drivers that may have suffered the same as me.I did thank the supervisor for the call because obviously it was not really his fault and he knew that they have many issues with their communication protocol and are working on it.I think is important consumers realize that they can be dropped at any time without further consideration even if you have been a loyal, no claims, paying customer for more than 12 years due to a lack of follow up from their company which, even if a letter is required by law to be sent, it would have been solved as easy as sending an email to our family or an automatic call to our cell.Errors happen but the lack of responsibility that this company shows is something that should be publicly addressed. I don't need anything else from them at this point other than making sure this complaint is not dropped. Obviously the underwriting manager and MBA doesn't appear to have been taken advantage of their studies otherwise he would have known that valuable customers are hard to find and taking care of them is an essential part of keeping them.
Regards,
[redacted],MBA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I did receive a call from Wawanesa regarding my Revdex.com complaint. I also received the standard response of call volume increasing 20% and that they are hiring more customer service reps. They've been using that excuse since January, one which I'm not buying. If that were true, then it must take 5 months to train employees. I accept Wawanesa's response because I received my refund check today and I'll never have to deal with such a poorly run company again, especially a company that increased my premium by 33.1% when in fact, it should have decreased.
Regards,
[redacted]
Wawanesa General Insurance Company issued our insured a $66 refund on her automobile insurance policy in 2012 which was never cashed. After 3 years we are required to escheat uncashed checks to the California State Controller. Prior to doing that we are required to mail a letter notifying the...
various payees of their uncashed check and to contact us to reissue it. We mailed the letter to our insured on June 26, 2015. We did not receive a response so we eventually sent the California State Controller a detailed list of uncashed checks which included this particular check.Based on this list the California State Controller's Office sent out their own letters to the payees notifying them of uncashed checks issued by Wawanesa. Our insured received the letter and attempted to call Wawanesa to have the check reissued. Unfortunately, our insured had a difficult time trying to reach us. The telephone number listed on the letter is not manned by an employee, but is set up with a prompt asking callers to leave their information and expect a callback shortly. At the time our insured called, the prompt had been unknowingly cleared from the recording, so from the caller's perspective they reached a dead line. This was immediately rectified once the problem was discovered.I called our insured back on March 23, and apologized for the lack of service she received and any inconvenience it caused her. This was an error on our part. I also told her that we would reissue her $66 refund as soon as possible. Accordingly, a new check for $66 was issued on March 24 to be mailed no later than March 25.This matter has been resolved. We sincerely apologize for not being able to provide and meet the level of customer service our insured deserved.Sincerely,
[redacted]Chief Financial Officer Wawanesa General Insurance Company
We received a subsequent letter regarding your complaint filed with the Revdex.comto which we have responded.We do value you as a customer Mr. [redacted] and apologize for the delay and inconvenientexperience you incurred; our # 1 priority is providing an excellent customer service . We are inthe process of updating our infrastructure that will enable our representatives to quote, issue, andbind coverage over the phone. This new capability will improve our customers' experiencesthrough increased efficiencies and timeliness.Enclosed with our letter to you dated January 22, 2015 were copies of the billing and cancellationnotices that were previously mailed to the address shown above. The address was verified andconfirmed to be the same address on the automobile quotation and the one listed on your originalcomplaint. The Company did not receive any "Return Mail" or "Undeliverable Mail" noticesfrom the Post Office.Again, we apologize for the inconvenience you have experienced and we hope we can serve yourinsurance needs in the future.Sincerely,[redacted], MBA, AINSUnderwriting Manager
Please see attached response to ID: [redacted], thank you.
As we discussed in our telephone conversation of March 19, 2015, we are in receipt of correspondence from theSan Diego Revdex.com dated March 17, 2015, regarding your complaint.I extend my sincere apologies for not providing you with the standard of service that Wawanesa General...
InsuranceCompany is known for. We understand your time is important and it was not our intent to inconvenience you.Over the last few months, the incoming call volume to our Customer Service Department has increased by 20%.This increase was unexpected. Please know that we are actively working on solutions to address this increase incalls and improve our customer experience.I was very sorry to learn you had chosen to seek insurance with another company. Should you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholders. We are in the process of hiring additional service representatives and are launching an upgradedprocessing system. We have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devices. Very shortly, this mobile application will also provide electronic proof ofinsurance and policy details.Again, I am very sorry for the long hold times you experienced when calling us. If I can be of assistance in thefuture, please do not hesitate to contact me.Sincerely,WAWANESA GENERAL INSURANCE COMPANY[redacted]Claims Manager
Dear Ms. [redacted]:We received your inquiry on our website dated August 17, 2016, as well as your inquiry withthe Revdex.com dated August 19, 2016. We understand you are seeking an additionalpayment of $1000.00, toward your rental car bill. We concluded a thorough review of our...
filehandling, and confirmed that no additional payments are owed toward your rental car bill. Weattempted to contact you by telephone to discuss this matter on August 18, 2016, but you werenot available. The findings of our investigation are listed below.From the onset of this claim until May 17, 2016, (23 days), you informed our claims staff thatyou were utilizing your insurance carrier, Farmers Insurance, for the repairs to your vehicle. OnMay 17, 2016, you informed the Wawanesa General Insurance Company (hereinafter Wawanesa)claims adjuster, Ms. [redacted], that you would prefer to have Wawanesa pay for the repairsto your vehicle. Therefore, we completed a repair estimate on May 25, 2016, and issued fullpayment of that estimate to you in the amount of $3,796.41, on June 1, 2016. Our appraiserconfirmed your vehicle had unrelated prior damage to the entire right side of your vehicle. Youconfirmed this fact with Ms. [redacted] on May 24, 2016. On June 6, 2016, we issued asupplement payment to your chosen repair shop, [redacted], for the front-end damagein the amount of $692.24. As of this writing, our appraiser has received no other supplementrequests from [redacted]. As a courtesy to you, on August 18 and 19, 2016, ourappraiser attempted to contact [redacted] with [redacted], to determine if there are anyoutstanding supplements that need to be approved, but [redacted] has not returned our appraiser’scalls.We owe reasonable loss-of-use during the accident related repair of your vehicle, and as acourtesy to you we authorized the billing of your rental vehicle through Enterprise Rent-A-Carfrom May 5, 2016, through June 24, 2016, which is 51 days, at a cost of $1,292.37. The totallabor repair hours for your vehicle are 32 hours, and the maximum repair time would be 40 days.As such, the amount of 51 days of rental, which we have already paid for is reasonable. It is ourunderstanding that [redacted] has not yet completed the repairs to your vehicle, andthey are currently providing you with a rental vehicle.While we sympathize with you regarding the repair time of your vehicle, the selection of therepair facility, [redacted], was made by you. As such, we have no authority with[redacted] to further intervene or expedite the repairs of your vehicle. Additionally,we can find no delay in our handling of your claim which would have delayed the repairs of yourvehicle. However, your delay in authorizing the repairs to your vehicle for 45 days(April 26, 2016 to June 10, 2016), contributed to the overall repair time of your vehicle, as wellas your incurred rental charges.Since we have already paid for 51 days of your rental charges, which exceeds the maximumrepair time of 40 days, we are unable to consider any further payment of your rental charges atthis time. We remain ready and available to evaluate any accident related supplements submittedby [redacted]. Should this occur, we will reevaluate our position regarding yourrental charges.Your inquiry to the Revdex.com indicated you are again going through FarmersInsurance for the repairs of your vehicle. If this is correct, please return our payments totaling$4,488.65, or we will deduct this amount from any reimbursement payments that we may issueto Farmers Insurance at a later time.Thank you for contacting us regarding your concerns. If you have any additional questionsregarding this claim, please feel free to contact [redacted] at 858-715-5982, Monday throughFriday, 8:00 a.m. to 4:30 p.m.Sincerely,WAWANESA GENERAL INSURANCE COMPANYWe confirmed that you selected [redacted] to conduct the repairs to your vehicle, andplaced your vehicle with them on April 26, 2016. On June 10, 2016, we were advised by [redacted]at [redacted] that you had not provided the necessary authorization to begin repairsto your vehicle because you had not decided if you were going through your own insurancecarrier, Farmers Insurance, or if you would be using Wawanesa for the repairs to your vehicle.Your repair facility was unable to confirm the specific date that they began repairs on yourvehicle.
Thank you for the information Mr. [redacted]. I'm very happy to see this and glad I could resolve this for you. I apologize again for the issue, and the service you received. I will address the agent you spoke with on January 5th. I will be responding to the Revdex.com this week to address...
the complaint.Sincerely,[redacted]
[redacted]
[redacted]
January 7, 2014 [redacted] RE: Our Insured: [redacted] Date of Loss: September 15,...
2014 ClaimNo.: [redacted] Complaint: [redacted] Mr. [redacted]: We are in receipt of an inquiry from theRevdex.com based on a complaint you submitted to their office on01/05/2015. In your complaint, you raised a few issuesthat appear to be based on your misunderstanding of the insurance policy. First, the Wawanesa Automobile Policy covers: LIMITOF LIABILITYA. Our limit of liability for any loss will be the lesser ofthe:2. Amount necessary to repair or replace theproperty with other property of like kind and quality, minus the deductible. Inaccordance with the policy contract, we obtained a confirmed price of $576.00from a local glass company to replace the damaged glass on your vehicle. This price was based on a like kind andquality part. In this situation, thatpart was a non-OEM replacement part. Secondand unfortunately, we believe you may be misunderstanding our customer servicerepresentatives when you quote them as stating, “…Wawanesa only uses OEMparts.” With certain types of partsthat statement may be true (ex: metal crash parts) based on a number of factors(vehicle age, availability of parts, etc). With other types of parts we may use industry available like kind andquality replacement parts (including glass). Again, this issue is covered in your Automobile Policy per the LIMIT OFLIABILITY stated above. Finally,you indicated to the Bureau that your “Desired Settlement” would be to, “Changethe lease insurance agreement”. As youmay be aware this request cannot be met. Our insurance policy and operations are regulated by the State ofCalifornia Department of Insurance. Ourpolicy was submitted to and approved for use by the State of CaliforniaDepartment of Insurance in accordance with all applicable law andregulations. Furthermore, our policyfollows generally accepted industry, market, and ISO guidelines. We regret that you had this experience andread or learned of your applicable insurance coverage for the first time aftera loss was incurred. You have beenprovided with a copy of your policy contract in the past as well as allapplicable policy renewal documentation. Nofurther coverage of payment for this loss will be offered at this time. If you have additional information that maychange the facts or value of the loss, please contact your adjuster, as weremain open to reviewing such information. Sincerely, WawanesaGeneral Insurance Company [redacted]ClaimsManager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not accept business response because it did not provide proof of their claim that their customer is not at fault. Business claims their investigation supports their customer's version of events of innocence, however, their investigation is biased and flawed. 1st, their investigation is biased because they have an incentive to not pay and thus find their customer innocent. 2nd, as evidence to support their argument they provided me with a police report which shows that no investigation has been conducted by a neutral third party (i.e. police) and is based entirely on their customer's retelling of the event at a police station after the incident. The report was not taken at the scene and therefore would be inadmissible in the court or any serious investigation because it is so unreliable as to fall under the category of hearsay. Their customer failed to call the police to document the event and/or take pictures at the incident, and therefore under CA law could be liable for hit and run as she removed herself from the accident without making a reasonable effort to locate the owner of the vehicle, a.k.a me. They also claim there's damage to their customer's vehicle which supports her argument, however, they never provided any verification that the damage was not inflicted by their own customer or existed prior to the accident. No pictures were taken of their customer's vehicle at the scene of the incident and/or provided to me. On the contrary, their customer accepted the blame in her note and then changed her story after a legal counsel. In other words, the business failed to provide any concrete evidence to their customer's version of events that would have any legal standing in the courts. If anything, their customer has removed herself from the incident without calling the police and therefore is potentially liable for hit and run.Lastly, the damage inflicted to my vehicle does not support their customer's version of events. The damage to my vehicle is across the entire length of the vehicle on the driver's side, which, to support their customer's version of events, means she would have had to be speeding or have had to be pushed into my vehicle for a protracted length of time to cause such wide damage.In conclusion, I do not accept Wawanesa's investigation because it is not impartial and flawed without any supporting documentation. Because their client fled the accident without calling police and documenting everything by impartial third party, their client is at fault and the company is liable to make me whole for the damages caused. I'm attaching their client's note of culpability, the police report I was provided as "evidence," and pictures of my damaged vehicle as it was discovered at the scene after their customer has fled without a reasonable effort to locate the owner.
Regards,
[redacted]
This letter is in response to the inquiry made by our insured regarding his inability to contact ourCustomer Service Department. A copy of my response is enclosed.We are currently experiencing, on a monthly average, an increase of calls to our Customer Servicequeue of approximately 25%. That...
combined with training and implementation of a new processingsystem has hindered our ability to provide the type of service our policyholders are used to receiving.We are actively working on solutions to improve service. We have recently just had 10 new CSRcomplete training and start taking live calls this week. We will continue with the hiring process. Ourtraining program takes a minimum of 6 weeks to complete. Finding qualified applicants has beenchallenging with the improvement in the unemployment rate. Our employees are working extra hours;supervisors and managers are taking calls; departments with employees who previously had experiencein our call center are offering help; and we have worked with our IS Department to extend systemsoperations.As you can see in our response, our sincere apologies have been extended to Mr. [redacted]. I have providedhim with my direct contact information.If I you have any additional questions or if I can be of any service, please do not hesitate to contact me.Sincerely[redacted]Customer Service Manager
Please be advised we have received an inquiry from the Revdex.com (Revdex.com) of San Diego,the California Department of Insurance and through Wawanesa General Insurance Company's website"feedback" page regarding the above-captioned loss. Attached to all three pieces of correspondence...
wereceived your description of your concerns and your desired outcome. Please accept this letter toaddress your concerns as registered to the entities mentioned above.By way of background, this will confirm you carry an H03 Homeowners policy with WawanesaGeneral Insurance Company. You reported a water loss to our staff on November 4, 2014, indicatingyou noticed a leak at your kitchen ceiling, which is directly below an upstairs shower. We immediatelyestablished a claim and initiated an investigation.Determining the cause, origin, and duration of the water escape is a common and critical component inthe investigation of any presented water loss. As such, we provided referrals to you for plumbers whohave expertise in leak detection. After conducting your own research about plumbing vendors, youselected American Leak Detection to inspect the plumbing leak in question. They visited your home onNovember 10, 2014. After performing a thorough inspection, they determined that the water leak wasfrom failed tile grouting and that re-grouting of the shower was a needed maintenance item.Importantly, the plumber opined the water escape from the failed grout was 30 days old.We discussed the claim further with you on November 13, 2014, at which time you confirmed the tileshower enclosure was original to your home, which was built in 1997. We also reviewed yourhomeowner policy contract wording with you regarding an exclusion which appears to apply to thisloss. The pertinent portion of the policy reads as follows:SECTION I- EXCLUSIONSA. We do not insure for loss caused directly or indirectly by any of the following. Such loss isexcluded regardless of any other cause or event contributing concurrently or in any sequence tothe loss. These exclusions apply whether or not the loss event results in widespread damage oraffects a substantial area.3. WaterThis means:e. Continuous or repeated seepage or leakage of water or the presence or condensationof humidity, moisture or vapor, over a period of time greater thanl4 days.The policy also outlines duties of policyholder, such as you. In particular, please refer to:SECTION I- CONDITIONSC. Duties After LossIn case of a loss to covered property, we have no duty to provide coverage under this policyif the failure to comply with the following duties is prejudicial to us. These duties must bepe1jormed either by you, an "insured" seeking coverage, or a representative of either:5. Cooperate with us in the investigation of a claim;7. As often as we reasonably require:a. Show the damaged property;We offered to inspect your damages and secure your statement, but you declined these offers and statedyou were expecting a denial letter from us. Instead, we sent you a letter on November 21, 2014,confirming you were withdrawing your claim.We next heard from you on December 2, 2014, with a request that a different plumber inspect the loss.We agreed to this request and [redacted] inspected your residence anew on December 3, 2014.Not surprisingly, that plumber confirmed the findings of the first plumber; namely, that worn tile groutand caulking were the leak failure sources, and that the duration of the leak was "more than a monthprior to discovery on October 30, 2014." Wood rot at the subflooring was also observed, whichprovides further evidence of the long-term nature of the water leak event.We informed you of these further investigative results on December 4, 2014, and have been attemptingto obtain your recorded statement ever since, in order to conclude our investigation. Janice [redacted] ofAdams Adjusting is assisting in this portion of the investigation. You may recall she completed aninspection at your home. Please contact her to provide your statement. She can be reached atIn the meantime, we have offered to pay for the kitchen ceiling drywall access cutmade by the [redacted] technician, as part of the inspection and diagnosis process. We willforward this payment to you under separate cover.In closing, we respectfully disagree with your various critiques surrounding our handling of yourreported claim. In fact, we have gone to great lengths to provide superior customer service whileconducting a thorough and accurate investigation. Present evidence leads us to advise you of thehomeowner's policy exclusionary language mentioned above, and we encourage you to mitigate yourdamages at this time. Please continue to cooperate with our investigation by providing your statementto Ms. [redacted], so we can reach a final conclusion in this matter. In the meantime, by copy of thisletter, I'm informing the San Diego Revdex.com and the California Department of Insurance of our positionthat while we have handled this matter in an appropriate manner we are attempting to conclude ourinvestigation and provide you with a resolution.
Dear Mr. [redacted]:
We acknowledge receipt of your June 26, 2017, letter in which we were advised
that [redacted], has contacted your office regarding his above referenced claim.
His correspondence states the desire to be compensated in the amount of
$2,81 0-00 for the transmission repair to his...
2006 Range Rover which he feels is
related to the minor rear-end impact sustained in the above accident.
The collision occurred as the complainant was exiting a Costco gas station. As he
was negotiating a right turn out of the parking lot, our policyholder impacted the
rear bumper of his vehicle. We have issued payment to him for the damages which
amounted to $1,998.14. Enclosed are the estimate and photos of the rear bumper
damage.
We inspected the transmission at Reseda Transmissions, on two occasions after
the June 7, 2017, accident. After discussing the transmission slippage problem
with the shop, we learned that they completed some recent transmission repairs
prior to this loss. It was determined that the needed repairs were the cause of
either incomplete repairs prior to our loss date, worn parts (specifically the clutch
drum and clutch discs), or possibly both items. The repairs after the loss replaced
these parts and were not caused by our collision accident in which there was a
very minor impact to the rear bumper. The absence of broken, chipped, or cracked
transmission parts makes it very clear that our loss did not cause the transmission
slippage problem.
The appraiser verbally advised the shop twice that the transmission was not
accident related and what should have been entitled as a UPD (unrelated prior
damage) estimate was inadvertently sent over to the shop on June 22, 2017 via
email, captioned as a “supplement”. This was discovered by this office on Friday, June 23, 2017 and the mailer was clarified with the shop and customer that same
day.
Sincerely,
WAWANESA GENERAL INSURANCE COMPANY[redacted]
We have received a letter from the Revdex.com, regarding the additional damages to your 2003 Honda S2000, while stored at our storage facility, Insurance Auto Auctions. You notified me of these additional damages on March 23, 2016. At that time, I advised you, I would contact the manager...
of that yard to inquire if they would accept liability for the additional damages. In speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possession. I also requested she contact you directly as I believed that would be the best first step to take in this situation. Unfortunately, the salvage yard only took responsibility for the forklift damage to the rear bumper, and claimed the rest of the damage was pre-existing.On March 29, 2016, in order to resolve the situation, I felt it was best to have our re-inspector meet with you at a shop to complete a more thorough inspection, and determine if these damages could have occurred while at our salvage yard. Our re-inspector met with you on March 31, 2016, per your request and was able to determine that the damages did occur while stored at Insurance Auto Auction, mainly from being forklifted while in their possession.Our re-inspector will write a complete estimate on all the additional damage, so that you may have these damages repaired at the same time as your original collision claim related damages. We will then look to IAA, to reimburse us for such damages. We will also cover any additional rental needed for the additional time it will take make these additional repairs. We sincerely apologize for any inconvenience this has Caused you.Sincerely,Wawanesa General Insurance Company[redacted] Material Damage Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll center. We are doing everything we possibly can do at this time to address our service levels.Based on the reports pulled, we can see that our insured placed his first call with us on March 17...
at4:39pm. He hung up after approximately 48 seconds. He ca lled again on March 18 at 10:10am. Therewas a wait of about 17 minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is time.Our insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on Saturday. As well, I have offered for him to contact me directly if needbe.We sincerely apologize for not being able to provide and meet expected customer service.
Please be advised that this office is in receipt of a letter from the Revdex.com, dated May 17, 2016, wherein, you are seeking compensation for time lost and rental car COSt.Our records reveal the accident occurred September 30, 2015, and the claim was reported to us by [redacted],...
that same date. The file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs. [redacted] reported she was traveling on Apple Valley Road. Traffic was backed up from the intersection of Bear Valley. A San Bernardino Police vehicle (2016 Ford Explorer) rear-ended the 2014 Dodge Ram, pushing that vehicle into your vehicle. The police report confirms the officer to be at fault for the accident.Your 2007 Honda CRV was inspected on October 9, 2015. The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,885.93. We issued the Collision payment to [redacted], on October 17, 2015, less your $500 deductible. The deductible is applied because it is the portion of the loss for which you are selfinsured. No payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policy.The San Bernardino County Risk Management office accepted liability for the accident on November 23, 2015. As such, we began the process of recovering the funds we paid out under your Collision Coverage. We also requested reimbursement of your deductible as a courtesy to you; however, we are unable to collect your rental expenses or other out of pocket expenses on your behalf. You must present these claims to the San Bernardino County Risk Management office directly.You indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came from. Please be advised, the payment was not issued by us. Claims Supervisor, Jason Saunders, contacted [redacted], of the San Bernardino County Risk Management office to ask if they had issued the payment to you. Ms. [redacted] confirmed they did not send you a check for $500 either. As such, we are unable to determine who issued the $500 payment to you.Ms. [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with you. However, she stated you did not submit your rental invoice to them, so they denied your claim. She stated you also claimed approximately $400 in lost wages, but never provided them with documentation to support this portion of your claim. She stated you have 6 months from the date of the denial letter to present your claim with them: Deadline June 23, 2016.In your complaint to the Revdex.com you indicate your desired settlement to be that we: “Cover time lost and rental car cost". As previously indicated, you elected not to carry Rental Expense Coverage on your policy. Therefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accident. Additionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policy.As previously stated, the San Bernardino County Risk Management office indicates you must present your claim for out of pocket expenses to them before the deadline of June 23, 2016.RISK MANAGEMENT DIVISION222 W. HOSPITALITY LANE, 3RD FLOOR SAN BERNARDINO CA 92415 ADJUSTER: [redacted]PHONE #: [redacted] EMAIL: [redacted] CLAIM #: [redacted]As of today's date, we continue our collection efforts against San Bernardino County and will advise you of the result of these efforts.If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–9669 [redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance. You may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP,Sincerely,WAWANESA GENERAL INSURANCE COMPANY