RE: Complaint ID Number: [redacted]Dear Ms. [redacted]:Enclosed is our response to the above referenced complaint number.In regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card payments. The convenience fee is a fee that the credit card company...
charges to process their payments. It is a not a fee that Wawanesa charges. To avoid any type of convenience fees, there are a few other options that we offer to submit a payment. Besides the credit card option, we also offer another online option which uses your Routing and Bank Account number to process payments and it is a free option. It is our EZPay option and it is an option our insured has used several times in the past. offered to her reset her USER ID and password if she has forgotten them. I explained to her that with her automobile policy, we also offer reoccurring payments, which does not have any convenience fees and reduces the service charge from $5.00 to $1.00 per installment. At this time, her homeowner policy is paid in full until June 10, 2016. When the homeowner policy renews, we do not offer a 12 payment plan, but we would be happy to assist her with EZPay. As a final payment option, a check can be mailed through the post office, which is also a free option.As far as our company not allowing our insureds to combine homeowner and automobile credit card payments, it is correct that they cannot do so online. They are separate transactions and since we do not have a web portal set up at this time, our system would not know how to apply one payment to each policy. However, if our insureds are speaking to a representative, we can make an exception to take one transaction for both payments, as long as the payment is not over $2,000.00.She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twice. She stated that the amount equaled $30.00. Our records only show she was charged the $9.95 fee twice on November 25, 2015. The homeowner policy is on a 3 payment plan. The payments are due June, September, and December. The homeowner payment due in June was made by credit card on April 30, 2015. At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $9.95 fee was charged. On September 26, 2015, she spoke to a representative and he made the exception and took one credit card payment for both the automobile and homeowner payments. She was only charged one $9.95 fee for that transaction. The final homeowner payment was a separate transaction from the automobile policy. have sent a request to our Accounting Department to issue her a refund for the extra $9.95 fee she was charged, since the representative she spoke to could have made an exception and only processed one payment. In addition to refunding one of the $9.95 fees, I have also written off $17.57 from the December payment due to our billing error she contacted us about on October 28, 2015. We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount due. The glitch has since been fixed.I Contacted our insured on Friday, December 4, 2015. While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing error. I did leave my contact information if there were any questions. As of this writing, I have not heard from our insured.This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service. Sincerely,[redacted], Customer Service Division Supervisor
I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our...
Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.I left my name and number for him to callback if he had any questions. He has not responded.His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.We sincerely apologize for not being able to provide and meet expected_customer service.Sincerely,[redacted]Customer Service Manager
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 was contacted via telephone during my work hours, and I do not have time to take phone calls while I am at work, especially during month end close, which is exactly what it is right now. I have been working 10 hour days for 12 days straight trying to close an Accounting cycle at work. My entire complaint is about missing work due to this accident. Time is money while I am working. I can't be expected to drop everything I am doing while I am at work. It is absolutely unfair of Wawanesa to expect me to miss any further work, especially when they are denying approximately $160 of lost wages. RIDICULOUS! My claim for the lost wages due to taking my vehicle stands. Unfortunately for Wawanesa, I am not going to drop this.]
Regards,
[redacted]
Dear Mr. [redacted]:
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
Mr. [redacted] is correct that there was a system error on his policy, which resulted in his
policy not cancelling at renewal when a payment was not received. When I...
responded to
the Department of Insurance on May 30, 2017, I went through the timeline of events and
explained what had happened. I assured Mr. [redacted] that there was nothing due on his
policy. We had mailed out a cancellation notice on May 17, 2017 that was effective April
15, 2017 showing nothing was due on the policy.
The next time Mr. [redacted] reached out to us was the evening of June 09, 2017 and it
was after hours. He went on our website and submitted a California Website Feedback.
I happen to be the leader in charge of reviewing these feedbacks. I received it first thing
Monday, June 12, 2017 and I responded that morning at 9:55am. In his email, he stated
that he received another notice stating he owed money. Since I had just responded to
the Department of Insurance request, I knew that he did not owe any money. To ensure I
was not missing any details, I had a Division Supervisor in our Billing Department take a
look.
In my response to Mr. [redacted], I apologized for the inconvenience this all caused him. In
addition, I explained that when the Billing Division Supervisor looked at his billing, she
noticed that it was cancelled incorrectly. When the supervisor originally cancelled his
policy, she inadvertently missed a button in the billing portion of the policy. This caused
an incorrect notice to generate on June 2, 2017. On June 12, 2017, the Billing
Department made the correction right away and I assured Mr. [redacted] that nothing was
due on his policy. No further notices will go out to him. If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted]
Customer Service Division Supervisor
Wawanesa General Insurance Company
[redacted]
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa Insurance.The New Business Unit received your application on March 30, 2015. New BusinessRepresentative, [redacted] spoke to you on April 1, 2015 to advise that since you updatedthe annual...
mileage on your application from 3,000 to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,000 asoriginally stated and the annual premium would remain at $765.00 as originally quoted.Your policy was issued on April 1, 2015 with an effective date of March 27, 2015. Ourpolicy notes show you called our Customer Service Department on April 2, 2015 andrequested to cancel your policy. A full refund of $308.40 was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstanding. If you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with you. If you have any further concerns regarding this matter, please feel tocontact me.Sincerely,[redacted] MBA, AINSUnderwriting Manager
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.
[They have provided no action to resolve my complaint. They are still refusing to make me whole from the accident. Lost wages are part of the property damage loss and should be reimbursed in order to make me whole. Merely repairing my car is on part of the damages I incurred. I would not have missed work at all had I not been rear-ended by their insured. I have never encountered an insurance company who refuses lost wages claims due to accidents. I will be more than obliged to take the next step of filing a small claims court case against their insured for my lost wages due to the property damage if they continue to refuse to reimburse me.]
Regards,
[redacted]
Re: Our Insured : [redacted]Policy Number : [redacted] Claim Number : [redacted] Date of Loss : December 01, 2015 Revdex.com ID Number : [redacted]Dear Ms. [redacted]:We are in receipt of your compliant as referenced above, We made successful contact with Mr. [redacted] on February 9", 2016. We advised him that...
settlement of his unrecovered stolen vehicle claim will be processed upon receiving his completed notarized proof of loss form. Mr. [redacted] confirmed he did receive this document, but believes he lost it. We have sent him another one as of this date. This sworn proof of loss is mandatory before we can issue any payments on his stolen vehicle claim. Prior to this conversation our adjuster had spoken to Mr. [redacted] on December 30", in which a recorded statement was taken and the claims process explained, including the need for his notarized proof of loss. We thank you for your inquiry into this matter.Sincerely,[redacted]Material Damage Supervisor
RE: Complaint ID Number: [redacted]Dear Ms. [redacted]:Enclosed is our response to the above referenced complaint number.In regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card payments. The convenience fee is a fee that the credit card company...
charges to process their payments. It is a not a fee that Wawanesa charges. To avoid any type of convenience fees, there are a few other options that we offer to submit a payment. Besides the credit card option, we also offer another online option which uses your Routing and Bank Account number to process payments and it is a free option. It is our EZPay option and it is an option our insured has used several times in the past. offered to her reset her USER ID and password if she has forgotten them. I explained to her that with her automobile policy, we also offer reoccurring payments, which does not have any convenience fees and reduces the service charge from $5.00 to $1.00 per installment. At this time, her homeowner policy is paid in full until June 10, 2016. When the homeowner policy renews, we do not offer a 12 payment plan, but we would be happy to assist her with EZPay. As a final payment option, a check can be mailed through the post office, which is also a free option.As far as our company not allowing our insureds to combine homeowner and automobile credit card payments, it is correct that they cannot do so online. They are separate transactions and since we do not have a web portal set up at this time, our system would not know how to apply one payment to each policy. However, if our insureds are speaking to a representative, we can make an exception to take one transaction for both payments, as long as the payment is not over $2,000.00.She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twice. She stated that the amount equaled $30.00. Our records only show she was charged the $9.95 fee twice on November 25, 2015. The homeowner policy is on a 3 payment plan. The payments are due June, September, and December. The homeowner payment due in June was made by credit card on April 30, 2015. At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $9.95 fee was charged. On September 26, 2015, she spoke to a representative and he made the exception and took one credit card payment for both the automobile and homeowner payments. She was only charged one $9.95 fee for that transaction. The final homeowner payment was a separate transaction from the automobile policy. have sent a request to our Accounting Department to issue her a refund for the extra $9.95 fee she was charged, since the representative she spoke to could have made an exception and only processed one payment. In addition to refunding one of the $9.95 fees, I have also written off $17.57 from the December payment due to our billing error she contacted us about on October 28, 2015. We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount due. The glitch has since been fixed.I Contacted our insured on Friday, December 4, 2015. While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing error. I did leave my contact information if there were any questions. As of this writing, I have not heard from our insured.This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service. Sincerely,[redacted], Customer Service Division Supervisor
I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our...
Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.I left my name and number for him to callback if he had any questions. He has not responded.His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.We sincerely apologize for not being able to provide and meet expected_customer service.Sincerely,[redacted]Customer Service Manager
Please see attached response to ID:[redacted], thank you.
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 was contacted via telephone during my work hours, and I do not have time to take phone calls while I am at work, especially during month end close, which is exactly what it is right now. I have been working 10 hour days for 12 days straight trying to close an Accounting cycle at work. My entire complaint is about missing work due to this accident. Time is money while I am working. I can't be expected to drop everything I am doing while I am at work. It is absolutely unfair of Wawanesa to expect me to miss any further work, especially when they are denying approximately $160 of lost wages. RIDICULOUS! My claim for the lost wages due to taking my vehicle stands. Unfortunately for Wawanesa, I am not going to drop this.]
Regards,
[redacted]
Dear Mr. [redacted]:
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
Mr. [redacted] is correct that there was a system error on his policy, which resulted in his
policy not cancelling at renewal when a payment was not received. When I...
responded to
the Department of Insurance on May 30, 2017, I went through the timeline of events and
explained what had happened. I assured Mr. [redacted] that there was nothing due on his
policy. We had mailed out a cancellation notice on May 17, 2017 that was effective April
15, 2017 showing nothing was due on the policy.
The next time Mr. [redacted] reached out to us was the evening of June 09, 2017 and it
was after hours. He went on our website and submitted a California Website Feedback.
I happen to be the leader in charge of reviewing these feedbacks. I received it first thing
Monday, June 12, 2017 and I responded that morning at 9:55am. In his email, he stated
that he received another notice stating he owed money. Since I had just responded to
the Department of Insurance request, I knew that he did not owe any money. To ensure I
was not missing any details, I had a Division Supervisor in our Billing Department take a
look.
In my response to Mr. [redacted], I apologized for the inconvenience this all caused him. In
addition, I explained that when the Billing Division Supervisor looked at his billing, she
noticed that it was cancelled incorrectly. When the supervisor originally cancelled his
policy, she inadvertently missed a button in the billing portion of the policy. This caused
an incorrect notice to generate on June 2, 2017. On June 12, 2017, the Billing
Department made the correction right away and I assured Mr. [redacted] that nothing was
due on his policy. No further notices will go out to him. If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted]
Customer Service Division Supervisor
Wawanesa General Insurance Company
[redacted]
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa Insurance.The New Business Unit received your application on March 30, 2015. New BusinessRepresentative, [redacted] spoke to you on April 1, 2015 to advise that since you updatedthe annual...
mileage on your application from 3,000 to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,000 asoriginally stated and the annual premium would remain at $765.00 as originally quoted.Your policy was issued on April 1, 2015 with an effective date of March 27, 2015. Ourpolicy notes show you called our Customer Service Department on April 2, 2015 andrequested to cancel your policy. A full refund of $308.40 was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstanding. If you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with you. If you have any further concerns regarding this matter, please feel tocontact me.Sincerely,[redacted] MBA, AINSUnderwriting Manager
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.
[They have provided no action to resolve my complaint. They are still refusing to make me whole from the accident. Lost wages are part of the property damage loss and should be reimbursed in order to make me whole. Merely repairing my car is on part of the damages I incurred. I would not have missed work at all had I not been rear-ended by their insured. I have never encountered an insurance company who refuses lost wages claims due to accidents. I will be more than obliged to take the next step of filing a small claims court case against their insured for my lost wages due to the property damage if they continue to refuse to reimburse me.]
Regards,
[redacted]
Re: Our Insured : [redacted]Policy Number : [redacted] Claim Number : [redacted] Date of Loss : December 01, 2015 Revdex.com ID Number : [redacted]Dear Ms. [redacted]:We are in receipt of your compliant as referenced above, We made successful contact with Mr. [redacted] on February 9", 2016. We advised him that...
settlement of his unrecovered stolen vehicle claim will be processed upon receiving his completed notarized proof of loss form. Mr. [redacted] confirmed he did receive this document, but believes he lost it. We have sent him another one as of this date. This sworn proof of loss is mandatory before we can issue any payments on his stolen vehicle claim. Prior to this conversation our adjuster had spoken to Mr. [redacted] on December 30", in which a recorded statement was taken and the claims process explained, including the need for his notarized proof of loss. We thank you for your inquiry into this matter.Sincerely,[redacted]Material Damage Supervisor