Northern Neck Insurance Company

The following is my findings after researching our member’s complaint.A policy was issued through one of our Independent Agents office on Feb22, with an annual premium of $ [redacted] The agent submitted the completed EFT monthly authorization and processed a payment of $ [redacted] to cover the first months (2/22/– 3/22/and 3/22/– 4/22/17) of the policy termOn April 4, a vehicle was added to the policy with a total premium due of $ [redacted] It was brought to our attention on April 5, that the policy was still on a direct bill pay plan The EFT had not been set up for this member as requested We then processed the change from direct bill to automated billing I feel certain that our member thought the first installments of about $ [redacted] each (total $ [redacted] ) would not change and the $ [redacted] would be spread over the remaining installments Leaving installments of about [redacted] each.However in our system when a “Pay Plan” changed is processed the system takes all the payments off of the policyThe system then takes the total policy premium and respreads it evenly over the policy term Then all funds received are applied back to the policy starting with the oldest item first and continues until all funds are reapplied A late notice was issued on 4/5/and a Late fee of $ [redacted] applied to the policy on 4/5/which has been waived This issued due to the fact that the Pan Plan change was not processed in a timely fashion.Due to the respreads of premium the monthly installments are $ [redacted] The $ [redacted] down payment and the $ [redacted] waive was reapplied to the first installment (2/22/– 3/22/17) of $ [redacted] leaving a balance due on this installment of $***.To bring the account current to the next draft the 4/28/ draft should be $ [redacted] (2/22/17- 3/21/$***, 3/22/– 4/21/ $ [redacted] and 4/22/– 5/21/ $ [redacted] ).As the policy stands at this time the May through December drafts will be $ [redacted] each and January will be $***.**.From the first interaction with Northern Neck Insurance Cothis member did not receive the level of customer service we strive to achieve Our members are important to us and deserve our best with every interaction I will contact the member today in hopes of improving his experience with our company.Thank you,Kathy Kathy A [redacted] – PHS-Asst.VP***.***.***| nnins.com

The windshield of [redacted] vehicle was damaged by a rockThere was a dime-sized "crush" type crack in or near the "line of sight"She contacted our Glass Claim Vendor who connected her to a glass shop via a way callThe shop does mobile repairs/replacements and agreed to do the job*** [redacted] and the glass shop agreed to a time and place for the repairShe stated at the time she was not interested in paying her $deductible We cannot speak to the issue of what transpired between her and the glass shopHowever, we did contact the glass shop who advised they felt that due to the size and location of the damage, repair may not be feasibleThe glass shop took a windshield with them so they did not have to make a return trip if they could not do a satisfactory repair If the windshield needed replacement, [redacted] would have to pay her $deductible According to the shop, once they inspected the damage, they again advised [redacted] that they did not feel a repair would produce a satisfactory outcomeThey could not guarantee the repairIt was likely that it would eventually crack and there was concern that it would not pass State inspectionShe insisted on a repair and the glass shop did the repair as she again stated she did not want to pay a deductible [redacted] contacted our Company directly and spoke to members of management on Thursday 10/She was advised we would check into the matterOn Monday 11/arrangements were made with the assistance of her Agent to have her windshield replaced We do not warranty glass repairsIt is our understanding that glass repair shops explain that most but not all chips can be repaired and there is no assurance that the repair will not be visibleThere is a possibility that they could cause further damage as the repair process includes drilling into glass To prevent any misunderstandings in the future, we are working with our Glass Vendor to assure that this is very clearly communicated to our Customers by our Glass Claim Vendor as well as the repair shops Thank you for the opportunity to respond to [redacted] concerns Sincerely, [redacted]

Revdex.com: I have reviewed the offer 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] My insurance has been paid for until August 18th is not a proper refund by my calculations I should receive a refund for July and AugustMy policy has been cancelled as of June 13th I want payment for July and August and half of June if my policy was cancelled on the 13th of June that's only a half of a monthSo how do they think will make me happy? I really don't understand why my policy was cancelled unless they never intended on paying out anything anyway I feel like I've been ripped offMy roof has wind and rain damage and according to my policy that is coveredIf need be I will get a lawyer to look over my policyIf MrsSmith had did her job by going on the high roof she would have seen the damages done by the wind and rainI've tried a number of times to cal [redacted] he will not return any of my callsSeem to me they have something to hideI want [redacted] *** and [redacted] *** to know that I will not just take this mistreatment and let things goBecause My husband paid into this policy up until his DEATH After that I took over the payments, So now that I need you it seems as if you all have gotten lost But even the lost CAN AND WILL BE FOUNDThis was my first my stepthe next step will be in court and the news media anyone that will listen to my story

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Tell us why here...It is the position of Northern Neck Insurance Company that we have fulfilled all obligations required by the contract of insurance. A letter outlining same will be sent to *** *** early next week

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They offered no resolution only misinformation as to why they are not liable
Regards,
*** ***

I received and letter from *** *** dated June In the letter they are still refusing to pay for the damages caused by the wind and RainThe letter states that my coverage will cover these damages but it also states that it cover any and all damages caused by direct force or hailNow you explain to me exactly what is Heavy rain and strong wind if it's not a strong force and a direct forceIf I have to I will obtain a lawyer and bring suit on the company for advertisingI feel as if you all lied to my husband and I just to get our moneyI will prove to you that this Company is inadequate because in my first complaint I explain to them that My husband ** *** has passed awayAnd they still sent the letter to himAlso the Wind had blew the tin up at the top of the house and I had someone come put some flex seal in it to stop the water from getting in to no avail it did not workHad *** *** did her job and performed a proper inspection by getting on the top roof she would have seen the Wind and Rain damagesBut no she just stood on the ground and looked up at the roof and my roof have two stories So explain that to me you can't see what you need to see from the groundI just feel as if they just take money from people with no intentions on fulfilling their duties when some needs helpAnd I paid my premium on the 3rd of this monthAnd they have the nerve to cancel my policy how fair is thatNOT FAIR AND HONEST AT ALL

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The phone call between the vendor and the insurance company wasn't a three way callThe insurance company did call discount mobile but the vendor was not able to schedule thenI was told he would call back which he didn'tI then called him a hour or so laterMy windshield is fixed but not by the insurance company thanks to window company that ate my deductibleWas it his responsible? No, it was not!! So the end deal is my windshield is fixed but if this is the ordeal that I would have to go through with serious issues is ridiculous! Poor Customer Service! Managers need training on the way to speak to client
Regards,
*** ***

Northern Neck Insurance Company has reviewed the complaint submitted by *** ***
regarding the handling of the claim for damage to his travel trailerWe insured his travel
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trailer until February 15, *** *** asserts that he discovered the rot a week after
wind lifted a roof vent on February 13, 2014, allowing water to enter the trailerNorthern
Neck Insurance did not receive notice of the claim until April 15, 2014. It was reported by
*** ***’ agent as wind damage to a ventThere was no mention of rot or damage to the
floor
During a review of the estimate provided by the repair facility chosen by *** ***, we
discovered that he submitted a claim for the same damage to a different insurance carrier
When asked about the claim, he advised it had been denied as the loss was not within the
policy period with the new carrier which began February 15, 2014. It was after the denial
that *** *** remembered the damage actually occurred on February 13, not the 18th.
An inspection including photos was ordered but could not be completed until April due to
the ***’ work scheduleThe inspection did not reveal any wind damage to the vent or
damage in proximity to the vent. The damage was located at and around the rear slide-out
With *** ***’ permission, we made repeated, unsuccessful attempts to contact his current
carrier for a copy of their denial letter *** *** contacted our office on June for a
status. He was advised of the dates of our attempts to obtain the letter from his other
carrier. He said he felt we had done everything we could do to obtain the information. At
that time he said he would obtain a copy of the letter. He emailed the letter on June 19. It
stated the reason for the denial was not the date of loss being outside his policy period, as
originally reported. The denial was due to a wear and tear issue and the loss was not direct
and accidental
*** ***’ policy contract requires that an insured notify us as soon as he is aware a loss has
occurred*** *** did not notify us until over days after he discovered the damageThe
policy contract with Northern Neck contains the same exclusion for damage due to wear and
tear as the policy with his other carrierThe amount of rot in the floor of *** ***’ travel
trailer is not consistent with a single, direct and accidental exposure to water; rather it is the
result of long term, repeated exposure to water, which is considered wear and tear.
None of Northern Neck Insurance Company’s contact information has changed. *** ***’
policy was serviced by his local agent and none of their contact information has changed
The delay in providing *** *** our final position regarding coverage for his claim was due
to the difficulty we encountered in obtaining the documentation from the other carrier
After reviewing the other carrier’s denial letter, damage photos, the estimate provided by the
repair facility that shows multiple areas of rot to the floor of the travel trailer, and
considering *** ***’ two month delay in reporting the loss to us, his claim was denied
We understand *** ***’ frustration, especially given the extensive rot, the needed repairs,
and the associated costs; however, we are bound by the policy contract language and must
rely on it to determine if a claimed loss is covered

The following is my findings after researching our
member’s complaint.A policy was issued through one of our Independent Agents
office on Feb. 22, 2017 with an annual premium of $[redacted].  The agent submitted the completed EFT monthly
authorization and processed a payment of $[redacted] to cover...

the first 2 months
(2/22/17 – 3/22/17 and 3/22/17 – 4/22/17) of the policy term. On April 4, 2017 a vehicle was added to the policy with a
total premium due of $[redacted]. It was brought to our attention on April 5, 2017 that the policy was still on a
direct bill pay plan.  The EFT had not
been set up for this member as requested. 
We then processed the change from direct bill to automated billing.   I feel certain that our member thought the first 2
installments of about $[redacted] each (total $[redacted])    would not change and the $[redacted] would be
spread over the remaining installments. 
Leaving 8 installments of about [redacted]each.However in our system when a “Pay Plan” changed is
processed the system takes all the payments off of the policy. The system then takes the total policy premium
and respreads it evenly over the policy term.  Then all funds received are applied back to
the policy starting with the oldest item first and continues until all funds
are reapplied.  A late notice was issued on 4/5/17 and a Late fee of
$[redacted] applied to the policy on 4/5/17 which has been waived.  This issued due to the fact that the Pan Plan
change was not processed in a timely fashion.Due to the respreads of premium the monthly installments
are $[redacted].   The $[redacted] down payment  and the $[redacted] waive was reapplied to the first
installment (2/22/17 – 3/22/17) of $[redacted] leaving a balance due on this
installment of $[redacted].To bring the account current to the next draft the 4/28/17
draft should be $[redacted] (2/22/17- 3/21/17 $[redacted], 3/22/17 – 4/21/17  $[redacted] and 4/22/17 – 5/21/17  $[redacted]).As the policy stands at this time the May through
December drafts will be $[redacted] each and January 2017 will be $[redacted].**.From the first interaction with Northern Neck Insurance
Co. this member did not receive the level of customer service we strive to
achieve.  Our members are important to us
and deserve our best with every interaction.  I will contact the member today in hopes of improving his
experience with our company.Thank you,Kathy Kathy A[redacted] – PHS-Asst.VP[redacted].[redacted].[redacted]| nnins.com

Regarding a refund check to Homeowners Policy [redacted] for insured [redacted]:
According to Company processing procedures a refund check in the amount of $84.00 had been scheduled to be mailed to [redacted] on Friday June 20, 2014. We are sorry for what appeared to be a delay however, the timing of this refund is based on Company procedure.

Well its really a shame that my situation has to result to this but I am a 50 yr old preacher who was involved in a car accident on 1/28/16 and the other driver admitted to being at fault as a result of the accident I sustained some injuries and filed my med expenses under my MED PAY and the agent assigned to me Jennifer O[redacted] /c# 3833009 has totally ignored me and my attorney and refuse to pay so that I can pay my med bills, its been 1 year and my bills are stacking up this is a shame I need some help and I have over 3000 social media friends and I'm gonna tell them all and for them to tell their friends this is the worst insurance company on earth and I been with them for over 15 years. SMH [redacted] man

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] My insurance has been paid for until August 18th 2014. 84.00 is not a  proper refund by my calculations I should receive   a refund for July and August. My policy has been cancelled as of June 13th 2014. I want payment for July and August and half of June if my policy was cancelled on the 13th of June that's only a half of a month. So how do they think 84.00 will make me happy? I really don't understand why my policy was cancelled unless they never intended on paying out anything anyway I feel like I've been ripped off. My roof has wind and rain damage and according to my policy that is covered. If need be  I will get a lawyer to look over my policy. If Mrs. Smith had did her job by going on the high roof  she would have seen the damages done by the wind and rain. I've tried a number of times to cal[redacted] he will not return any of my calls. Seem to me they have something to hide. I want [redacted] and [redacted] to know that I will not just take this mistreatment and let things go. Because My husband paid into this policy up until his DEATH After that I took over the payments, So now that I need you it seems as if you all have gotten lost.  But even the lost CAN AND WILL BE FOUND. This was my first my step. the next step will be in court and the news media anyone that will listen to my story

The windshield of [redacted] vehicle was damaged by a rock. There was a dime-sized "crush" type crack in or near the "line of sight". She contacted our Glass Claim Vendor who connected her to a glass shop via a 3 way call. The shop does mobile repairs/replacements and agreed to do the job. [redacted]...

[redacted] and the glass shop agreed to a time and place for the repair. She stated at the time she was not interested in paying her $100 deductible.
 
We cannot speak to the issue of what transpired between her and the glass shop. However, we did contact the glass shop who advised they felt that due to the size and location of the damage, repair may not be feasible. The glass shop took a windshield with them so they did not have to make a return trip if they could not do a satisfactory repair.  If the windshield needed replacement, [redacted] would have to pay her $100 deductible.
 
According to the shop, once they inspected the damage, they again advised [redacted] that they did not feel a repair would produce a satisfactory outcome. They could not guarantee the repair. It was likely that it would eventually crack and there was concern that it would not pass State inspection. She insisted on a repair and the glass shop did the repair as she again stated she did not want to pay a deductible.
 
[redacted] contacted our Company directly and spoke to 2 members of management on Thursday 10/30. She was advised we would check into the matter. On Monday 11/3 arrangements were made with the assistance of her Agent to have her windshield replaced.
 
We do not warranty glass repairs. It is our understanding that glass repair shops explain that most but not all chips can be repaired and there is no assurance that the repair will not be visible. There is a possibility that they could cause further damage as the repair process includes drilling into glass.
 
To prevent any misunderstandings in the future, we are working with our Glass Vendor to assure that this is very clearly communicated to our Customers by our Glass Claim Vendor as well as the repair shops.
Thank you for the opportunity to respond to [redacted] concerns.
 
Sincerely,
[redacted]

THE FACT IS! NORTHERN NECK INSURANCE IS DISHONEST! Please be wise and buy your insurance with a more honest company. They treated my dying Wife like crap over a claim. I believe the emotional distress caused her death sooner. We need to put an end to these type of business practices.

Review: I have replacement reimbursement homeowners insurance. Northern Neck Ins. Is not honoring the terms of the policy.Desired Settlement: Replace what was damaged as the result of the covered loss.

Business

Response:

Tell us why here...It is the position of Northern Neck Insurance Company that we have fulfilled all obligations required by the contract of insurance. A letter outlining same will be sent to [redacted] early next week.

Review: My name is [redacted] My home at [redacted] has been insured by Named Insurance Company since 1995 to present date. My husband [redacted] passed away on August 22nd 2013 when he was alive he paid into this insurance since his death I [redacted] have been making the payments in the amount of 254.25. My home was damaged during a wind and rain storm here in Va. we have had a number of hard down pours here. Since then My home has been leaking in one bedroom, the kitchen and the back room. There is black Mold growing in the house and I have Asthma and COPD the mold makes it hard for me to breath. I filed a claim with the named company to no avail here is the claim number 41989. I need the claim so that I can repair the ceilings . after I filed the claim it was denied and I've since received a letter of cancellation as of June 13th 2014 my home will no longer be insured with Northern Neck. I know of two more people that filed claims with the named company for the same reason and their claims have been denied as well. I really feel as if I'm being Discriminated against both families and myself is African American. My husband and I did our part we paid our insurance and for what. My husband is dead and I'm in need of help so what am I to do? My health is failing and I need help with the repairs of my home and they have the nerve to tell me NO. I want to know just what have I been paying for. I FEEL AS IF I'VE BEEN RIPPED OFF. I don't have the money to do the repairs out of pocket with the mold growing I need helpDesired Settlement: My Desired outcome is the Repairs that's needed be taken care of ASAP

Business

Response:

A claim for the complainant was filed on May 21, 2014. Our representative contacted the complainant on the

day the claim was filed and the property was inspected on May 23, 2014. The claims adjuster found long term

extensive water damage throughout the home. The water damage was a result of wind driven rain penetrating

the roof seam and other areas of the roof over a long period of time. There were unsuccessful attempts by the

property owner to repair the roof using expandable foam insulation. The deterioration of the roof is a result of

age, wear and tear which is not a named peril. There were no openings or damage to the roof created by a

covered peril. Coverage for interior water damage applies only if there is a plumbing leak or water enters

through an opening created by wind or hail, and there is no evidence this is occurring. The Insurance Policy

that the complainant had purchased, [redacted], provides coverage for 16 named perils. Wear and tear and

wind driven rain are not covered perils on this policy form.

In addition to the extensive water damage throughout the home, the claims adjuster also noted damage to some

exterior siding and fascia which was caused by one of the covered perils, Wind. There was no water

damage/moisture near this damage. The cost to repair the wind damage is $425, which is less than the

complainant’s $500 per occurrence deductible. The complainant was contacted by the claims department on

June 3, 2014 and advised of the disposition of the claims investigation. A follow up Claims Denial letter was

sent to the complainant on June 6, 2014.

A risk report was sent to the underwriting department on May 29, 2014 outlining the extensive damage

throughout the home. As result of the condition of the home and apparent lack of adequate maintenance and

management, it was determined that continued coverage on this property was not prudent. A cancellation letter

was sent to the complainant on May 29, 2014 advising of cancellation due to “condition and maintenance of

premises – Roof in poor condition, electrical outlets in poor condition and long term water damage”.

As a mutual company, we have the responsibility to act in the best interest of all of our members to assure we

maintain financial stability and adequate rates. The condition of this property does not meet the underwriting

standards that we set for our member organization. If the complainant gets the needed repairs and

improvements made to this property, we would be willing to reconsider coverage on the property at that time.

Respectfully,

The Underwriting Department

Consumer

Response:

I received and letter from [redacted] dated June 06 2014. In the letter they are still refusing to pay for the damages caused by the wind and Rain. The letter states that my coverage will cover these damages but it also states that it cover any and all damages caused by direct force or hail. Now you explain to me exactly what is Heavy rain and strong wind if it's not a strong force and a direct force. If I have to I will obtain a lawyer and bring suit on the company for false advertising. I feel as if you all lied to my husband and I just to get our money. I will prove to you that this Company is inadequate because in my first complaint I explain to them that My husband [redacted] has passed away. And they still sent the letter to him. Also the Wind had blew the tin up at the top of the house and I had someone come put some flex seal in it to stop the water from getting in to no avail it did not work. Had [redacted] did her job and performed a proper inspection by getting on the top roof she would have seen the Wind and Rain damages. But no she just stood on the ground and looked up at the roof and my roof have two stories So explain that to me you can't see what you need to see from the ground. I just feel as if they just take money from people with no intentions on fulfilling their duties when some needs help. And I paid my premium on the 3rd of this month. And they have the nerve to cancel my policy how fair is that. NOT FAIR AND HONEST AT ALL.

Business

Response:

Regarding a refund check to Homeowners Policy [redacted] for insured [redacted]:

According to Company processing procedures a refund check in the amount of $84.00 had been scheduled to be mailed to [redacted] on Friday June 20, 2014. We are sorry for what appeared to be a delay however, the timing of this refund is based on Company procedure.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

My insurance has been paid for until August 18th 2014. 84.00 is not a proper refund by my calculations I should receive a refund for July and August. My policy has been cancelled as of June 13th 2014. I want payment for July and August and half of June if my policy was cancelled on the 13th of June that's only a half of a month. So how do they think 84.00 will make me happy? I really don't understand why my policy was cancelled unless they never intended on paying out anything anyway I feel like I've been ripped off. My roof has wind and rain damage and according to my policy that is covered. If need be I will get a lawyer to look over my policy. If Mrs. Smith had did her job by going on the high roof she would have seen the damages done by the wind and rain. I've tried a number of times to cal[redacted] he will not return any of my calls. Seem to me they have something to hide. I want [redacted] and [redacted] to know that I will not just take this mistreatment and let things go. Because My husband paid into this policy up until his DEATH After that I took over the payments, So now that I need you it seems as if you all have gotten lost. But even the lost CAN AND WILL BE FOUND. This was my first my step. the next step will be in court and the news media anyone that will listen to my story

Review: In September of 2013 my wife and I purchased a travel trailer for camping and added it to our auto insurance policy with Northern Neck. In February of 2014 we dicided to change our insurance provider and set everything up through our new provider so that the coverage would transfer without a lapse in coverage. On February 13 2013 we experienced savere weather that included heavy rain and strong winds, during these storms one of the roof vents on the camper was blown up and broken by the strong winds and a lot of water got into the camper via the open roof vent. We discovered the damaged vent during the storm and was able to push it back into place and lay a wet rug over the cover to keep it from blowing open again. We latter discovered about a week latter that water had settled in a corner under a recliner and the floor had rotted through. I called our insurance provider as soon as we discovered the damage and filed a claim. Unfortunately it did not occure to me that on the date of the damage the new insurance had not yet gone into effect, so the claim was subsequently denied by my new carrier. that process took about 15 days and about an additional week to get clarification why the claim was being denied. During that process I was made aware that the coverage effective date was 2/15/2014 and the date of loss was 02/13/2013. I then initiated a claim with Northern Neck who was my provider at the time of loss, this took a few days to get done as they had changed all of the phone numbers I had for them and I had to search for new contact information. The claim was finally received by them on 4/15/2014. Claim # [redacted] It took from that day until today 06/27/2014 and countless calls from me checking status and talking to supervisors to try and get a resolution for them to make a determination that my claim was being denied due to wear and tear? (Keep in mind we have not even had the camper 1 year yet) and late notification. I am not aware of any limit on notification time, and feel quite confident that we notified them in as timely a fashion as possible concidering the amount of confussion.Desired Settlement: I would like for Northern Neck to do what we paid them to do and cover the repairs to my camper.

Business

Response:

Northern Neck Insurance Company has reviewed the complaint submitted by [redacted]

regarding the handling of the claim for damage to his travel trailer. We insured his travel

trailer until February 15, 2014. [redacted] asserts that he discovered the rot a week after

wind lifted a roof vent on February 13, 2014, allowing water to enter the trailer. Northern

Neck Insurance did not receive notice of the claim until April 15, 2014. It was reported by

[redacted]’ agent as wind damage to a vent. There was no mention of rot or damage to the

floor.

During a review of the estimate provided by the repair facility chosen by [redacted], we

discovered that he submitted a claim for the same damage to a different insurance carrier.

When asked about the claim, he advised it had been denied as the loss was not within the

policy period with the new carrier which began February 15, 2014. It was after the denial

that [redacted] remembered the damage actually occurred on February 13, not the 18th.

An inspection including photos was ordered but could not be completed until April 24 due to

the [redacted]’ work schedule. The inspection did not reveal any wind damage to the vent or

damage in proximity to the vent. The damage was located at and around the rear slide-out.

With [redacted]’ permission, we made repeated, unsuccessful attempts to contact his current

carrier for a copy of their denial letter. [redacted] contacted our office on June 18 for a

status. He was advised of the dates of our attempts to obtain the letter from his other

carrier. He said he felt we had done everything we could do to obtain the information. At

that time he said he would obtain a copy of the letter. He emailed the letter on June 19. It

stated the reason for the denial was not the date of loss being outside his policy period, as

originally reported. The denial was due to a wear and tear issue and the loss was not direct

and accidental.

[redacted]’ policy contract requires that an insured notify us as soon as he is aware a loss has

occurred. [redacted] did not notify us until over 60 days after he discovered the damage. The

policy contract with Northern Neck contains the same exclusion for damage due to wear and

tear as the policy with his other carrier. The amount of rot in the floor of [redacted]’ travel

trailer is not consistent with a single, direct and accidental exposure to water; rather it is the

result of long term, repeated exposure to water, which is considered wear and tear.

None of Northern Neck Insurance Company’s contact information has changed. [redacted]’

policy was serviced by his local agent and none of their contact information has changed.

The delay in providing [redacted] our final position regarding coverage for his claim was due

to the difficulty we encountered in obtaining the documentation from the other carrier.

After reviewing the other carrier’s denial letter, damage photos, the estimate provided by the

repair facility that shows multiple areas of rot to the floor of the travel trailer, and

considering [redacted]’ two month delay in reporting the loss to us, his claim was denied.

We understand [redacted]’ frustration, especially given the extensive rot, the needed repairs,

and the associated costs; however, we are bound by the policy contract language and must

rely on it to determine if a claimed loss is covered.

Consumer

Response:

I have reviewed the offer 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 offered no resolution only misinformation as to why they are not liable.

Regards,

Review: I have been a faithful customer of Northern Neck for several years. I have 2 auto policy's and a home owner policy. About a month or two ago I'm not sure of exact date. I had a rock fly up and chip my windshield slightly above my wiper on the driver side of my expedition. I had never had to file a claim before so when I called the lady I got on the phone I thought was very help full she put it all in and gave me a number to call a mobile company if someone didn't call me by 10 a.m. the next day. Of course no one called so I called the company. But they didn't do come to you so that was not helpful to me. So I put in another call to Northern Neck. I spoke to a lady that was very sorry for the incorrect info. She then called discount mobile located in [redacted] At that time the gentlemen was busy she states she gave him all the info and he would call me back in 10-15 minutes. Hours later I still didn't hear from company. That should have been the first RED FLAG. I called then called the gentlemen. He knew nothing about Northern Neck calling. So we started from the beginning I gave all the info and told him the situation. All of sudden he said ohh I think I do remember a[redacted]. SECOND RED FLAG!! SO we set up for him to come out. The following couple days he came out. When he got to my office I went out with him. Before he even looked at the windshield he stated I owed him 100.00 for repairing a chip and handed me my statement. Which I still have. THIRD RED FLAG!! I explained to him for a repair I didn't have a deductible. He stated that is not the info that Northern Neck had told him. He was not very happy at this point. He looked at the windshield and stated it was in view of driving which it is not. That he couldn't do anything. I told him fine he said well I will look I left him outside I came in went to a window to watch within a minute he was gone. I assumed he didn't do anything cause I would not pay the 100.00. I spoke to insurance new company came out and stated...Desired Settlement: He didn't do it correctly and that it was going to run because of the sloppy job the first guy did and that I should have my insurance contact this company. That I should not be responsible for a deductible for something that could have been prevented if done properly. I have spoke to Several northern neck employees regarding this and I have gotten no where. I pay my premium like is required from me. I don't think I should be fighting my own insurance company nor should I be responsible.

Business

Response:

The windshield of [redacted] vehicle was damaged by a rock. There was a dime-sized "crush" type crack in or near the "line of sight". She contacted our Glass Claim Vendor who connected her to a glass shop via a 3 way call. The shop does mobile repairs/replacements and agreed to do the job. [redacted] and the glass shop agreed to a time and place for the repair. She stated at the time she was not interested in paying her $100 deductible.

We cannot speak to the issue of what transpired between her and the glass shop. However, we did contact the glass shop who advised they felt that due to the size and location of the damage, repair may not be feasible. The glass shop took a windshield with them so they did not have to make a return trip if they could not do a satisfactory repair. If the windshield needed replacement, [redacted] would have to pay her $100 deductible.

According to the shop, once they inspected the damage, they again advised [redacted] that they did not feel a repair would produce a satisfactory outcome. They could not guarantee the repair. It was likely that it would eventually crack and there was concern that it would not pass State inspection. She insisted on a repair and the glass shop did the repair as she again stated she did not want to pay a deductible.

[redacted] contacted our Company directly and spoke to 2 members of management on Thursday 10/30. She was advised we would check into the matter. On Monday 11/3 arrangements were made with the assistance of her Agent to have her windshield replaced.

We do not warranty glass repairs. It is our understanding that glass repair shops explain that most but not all chips can be repaired and there is no assurance that the repair will not be visible. There is a possibility that they could cause further damage as the repair process includes drilling into glass.

To prevent any misunderstandings in the future, we are working with our Glass Vendor to assure that this is very clearly communicated to our Customers by our Glass Claim Vendor as well as the repair shops.

Thank you for the opportunity to respond to [redacted] concerns.

Sincerely,

Consumer

Response:

I have reviewed the offer 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.

The phone call between the vendor and the insurance company wasn't a three way call. The insurance company did call discount mobile but the vendor was not able to schedule then. I was told he would call back which he didn't. I then called him a hour or so later. My windshield is fixed but not by the insurance company thanks to window company that ate my deductible. Was it his responsible? No, it was not!! So the end deal is my windshield is fixed but if this is the ordeal that I would have to go through with serious issues is ridiculous! Poor Customer Service! Managers need training on the way to speak to client.

Regards,