Mutual Benefits Group

Dear [redacted] ;This matter involves an automobile accident which was reported to Mutual Benefit Group by the complainant the day of the accident December 07, at approx4:16PMThe claim was immediately assigned to the claim handler, unfortunately he had left the office for the dayAs the complaint states contact was made with the complainant the next morning December 08, Mutual Benefit Group accepts estimates for damages if repair is less than $2,and it was suggested the damage to complainant's vehicle was less than this guidelineThe file notes also suggests complainant had a body shop in mind for repairs and agreed to get an estimate.The complainant vehicle has a loss payee, therefore, we are required to either make payment to the policyholder and the loss payee or the policyholder a body shop of their choiceThe repair estimate was received December 12, by the claim handler who was going to pay the repair estimate less deductible, but a W-was required for the body shop as dictate by IRS regulationsLater the same day complainant send an email to the claim handler indicating she would try to get another estimate as she did not want to use the body shop she submitted the repair estimate fromComplainant did call and request communication from the claim handler’s supervisor who returned her call December 14, The communication between the complainant and the claim supervisor suggest a willingness by complainant to use a preferred body shop so a list of shops was provided to complainantThere has been no follow up communications by Mutual Benefit or complainant until receipt of this complaintAs of December 21, an independent appraiser has been assigned to inspect the damage to complainant’s vehicle, which has been communicated to complainantOnce the repair estimate is received from the independent appraiser a payment less complainant's deductible will be issued to policyholder and loss payee for the damages In Summary, the claim file notes suggested the complainant originally had a body shop in mind to do the repairs which would have made payment with estimate within a very short timeHowever, it appears due to miscommunications or lack of communication, the payment of damages will be made as soon as the independent appraiser provides a repair estimate of damagesSincerely,Susan AL [redacted] CPCU, SCLA, AIM, AICAssistant Vice President, Claims

Dear [redacted];This matter involves an automobile accident which was reported to Mutual Benefit Group by the complainant the day of the accident December 07, 2016 at approx. 4:16PM. The claim was immediately assigned to the claim handler, unfortunately he had left the office for the...

day. As the complaint states contact was made with the complainant the next morning December 08, 2016. Mutual Benefit Group accepts estimates for damages if repair is less than $2,500 and it was suggested the damage to complainant's vehicle was less than this guideline. The file notes also suggests complainant had a body shop in mind for repairs and agreed to get an estimate.The complainant vehicle has a loss payee, therefore, we are required to either make payment to the policyholder and the loss payee or the policyholder a body shop of their choice. The repair estimate was received December 12, 2016 by the claim handler who was going to pay the repair estimate less deductible, but a W-9 was required for the body shop as dictate by IRS regulations. Later the same day complainant send an email to the claim handler indicating she would try to get another estimate as she did not want to use the body shop she submitted the repair estimate from. Complainant did call and request communication from the claim handler’s supervisor who returned her call December 14, 2016. The communication between the complainant and the claim supervisor suggest a willingness by complainant to use a preferred body shop so a list of shops was provided to complainant. There has been no follow up communications by Mutual Benefit or complainant until receipt of this complaint. As of December 21, 2016 an independent appraiser has been assigned to inspect the damage to complainant’s vehicle, which has been communicated to complainant. Once the repair estimate is received from the independent appraiser a payment less complainant's deductible will be issued to policyholder and loss payee for the damages.  
In Summary, the claim file notes suggested the complainant originally had a body shop in mind to do the repairs which would have made payment with estimate within a very short time. However, it appears due to miscommunications or lack of communication, the payment of damages will be made as soon as the independent appraiser provides a repair estimate of damages.
Sincerely,Susan A. L[redacted] CPCU, SCLA, AIM, AICAssistant Vice President, Claims

Review: ON MAY 25, 2013 I WAS IN AN ACCIDENT IN BLOOMSBURG PA ON SCOTT AVE AND WEST RIDGE AVE THAT INVOLVED MY VEHICLE (2003 CHEVY VENTURE VAN )AND ANOTHER VEHICLE. THE ACCIDENT WAS THE OTHER PERSONS FAULT. I HAVE BEEN DEALING WITH HER INSURANCE CO OF MUTUAL BENFITS SINCE THIS TIME. THEY HAVE BEEN DRAGGING THEIR FEET GETTING ME MY CHECK AND TELLING ME NOW THAT THEY CAN NO LONGER PAY FOR MY RENTAL CAR. I HAVE A SPECIAL NEEDS CHILD AND NEED A VEHICLE. I HAVE SENT THEM ALL THE REQUIRED INFORMATION AND STIL HAVE NOT RECEIVED A CHECK FOR MY TOTAL LOSS OF MY VEHICLE WHEN I CALL THE CLAIMS DEPARTMENT TO SPEAK WITH A ROBERTA MILLER I ALWAYS GET HER VOICEMAIL. AS OF TODAY SHE HAS TOLD ME SHE RECEIVED MY PAPERWORK AND HAS SENT A FAX TO THE BANK WHERE I HAVE MY LOAN FOR MY VAN FOR A PAY OFF, I HAVE CALLED THE BANK AND VERIFIED THEY GOT THE FAX AND THEY SAID THEY DID NOT RECEIVE ANY FAX FROM THE INSURANCE CO. I TRIED CALLING A SUPERVISOR FOR THE INSURANCE CO TO GIVE THEM THE RIGHT FAX NUMBER AND THEY DID NOT WANT TO TAKE THE INFORMATION AND GOT NASTY WITH ME.Desired Settlement: I WOULD LIKE TO HAVE MY CHECK FOR MY TOTAL DAMAGES AND MY RENTAL CAR PAID FOR FROM 6/29 UNTIL I RETURN IT ONCE I HAVE MY CHECK FOR TOTAL DAMAGES