Philadelphia Insurance Companies

A public bus company insured by Philadelphia backed into our van in 2022. The claims adjuster called me at home and started telling me what I had to do and I told her I didn't know what the hell was going on, which in all honesty I didn't. I had a heart attack and a splint inserted. My medication changed and the doctor advised me not to make any major legal decisions during the adjustment time. Yes, being the only one available to speak with the claim adjuster I panicked and instead of explaining my situation I blurted out "I don't know what the hell is going call my insurance company!" Well come to find out the claim was closed by the claims adjuster. When I called the adjuster voice mail said she was out of the office. I called the 800 number for claims and was offered a connection to the claims adjuster because she was the only one able to open cases. Who knows, maybe she will call back? Live and learn.

[redacted] ***, Again, I apologize for the inconvenience caused by the automatic renewal of your policy and the subsequent need to contact us to resolve the situation I did acknowledge that the policy was renewed after you had advised that would did not wish to renew As noted, at this point all possible steps to correct the error have been taken The policy cancellation is now effective at inception, the reinstatement fee has been waived and the account reflects a zero balance I apologize that the reinstatement fee invoice was released by our systems before the representative processed the transaction to remove the fee when you had clearly requested no further communication You have seen clearly demonstrated that our system programming cannot always be manually adjusted to prevent a document from being created - first, for your policy renewal and now, for the reinstatement fee invoice I understand and agree that the frustration and inconvenience you experienced was unnecessary I'm sorry, but all I can offer is an apology as we are not in a position to provide payment or recompense in any other fashion Carrie S [redacted] , CIC, CPCU, AU, AIM Assistant Vice President, Customer Service Operations Philadelphia Insurance Companies A Member of the Tokio Marine Group One Bala Plaza, Ste Bala Cynwyd, PA Internal Dial: Direct Dial: ###-###-#### Direct Fax: ###-###-#### Focus on the things that Matter, We’ll Handle the Risk! To learn more about us, visit PHLY.com

October 12, 2016Dear [redacted] ***:This letter is to provide a response to the above captioned inquiry dated 10/03/2016.According to your correspondence, the Complainant contacted the Revdex.com regarding a property damage claim to her condominium unitShe states her claim involved the flooding of her condominium on or about July 30, and that her claim was deniedThe Complainant is requesting a copy of the initial inspection report and asking that her claim be re-evaluated.Our Company provides the Complainant's Condominium Association with a Commercial General Liability PolicyThis claim was reported to the company on 8/19/along with a letter of representation from her attorney and assigned to an Examiner to investigate.Our Company is investigating any possible liability that the Association would have for the property damage to the Complainant's unitOur Company did not participate in the inspection of her unit, nor have we issued a denial of her claimTherefore, we are unable to provide the Complainant with a copy of the inspection reportWe believe there is another insurance company that provides first party property coverage to the Association and/or the Complainant and was involved in the inspection of the unit.Our company continues to investigate this claim from a liability standpoint and will communicate our findings to the Complainant's attorney when the investigation is complete.Sincerely,William *BExecutive Vice President & Chief Claims Officer

September 8, [redacted] Franklin, MA [redacted] RE: OUR CLAIM NO.: [redacted] DATE OF LOSS: 07/21/ OUR INSURED: [redacted] LOCATION: Franklin, MA Dear [redacted] , In follow up to our conversation on August 27, 2015, regarding your recent request for assistance to resolve a property damage claim you were involved in with our insuredI wanted to apologize for the lack of communication and ensure you that we are in the process of resolving your claimWe have hired an Appraiser from Auto Claims Direct to inspect your vehicle within three business days or based on your convenienceOnce completed, they will report back to us their findings with an estimate of repairs and photographsYour Examiner Rose C [redacted] will contact you to discuss the results, repair process and payment direction If you have any further questions or concerns, please do not hesitate to contact me Sincerely, Ray R [redacted] Claims Supervisor Philadelphia Insurance Companies ###-###-#### [redacted] @***.com cc: [redacted] Revdex.com

November 10, Dear [redacted] :This will acknowledge [redacted] ’s request that we prepare a response to the complaint filed with the Revdex.com (“Revdex.com”) by [redacted] I attempted to access the complaint on the internet in the hopes that I could input the response directly, but was unable to do soAs such, what follows is my proposed response for Philadelphia Insurance to input into the system, with whatever changes are deemed necessaryShould you have any questions, or if you would like to discuss this matter further, please do not hesitate to contact me.Very truly yours, WILLIAM P For the Firm

The independent insurance agent representing [redacted] has advised him that a completed and signed Policy Release Form is needed in order to have the company process the cancellation he requested I've copied specific points in the attached email correspondence that pertain to what is needed and the consequence of not providing the necessary document [redacted] has received your request to cancel the above-referenced insurance policy/policies.To make the cancellation effective, please complete and return the attached Cancellation/Policy Release FormPlease note that until we receive the signed document, your policy will remain in force, and premium will be chargedUntil we receive that form, the premium continues to accrue until finally the policy is cancelled for non payment of premium.As [redacted] with [redacted] has advised once this completed Policy Release Form is received, Philadelphia will honor that cancellation date and process the policy change to cancel coverage effective 8/24/eliminating the outstanding earned premium being charged.Carrie S [redacted] , CIC, CPCU, AU, AIMVice President, Customer Service OperationsPhiladelphia Insurance CompaniesA Member of the Tokio Marine Group [redacted] ***Bala Cynwyd, PA ***Direct Dial: ###-###-#### | Mobile: ###-###-####Internal Dial: | Direct Fax: ###-###-####ThinkPHLY.com – Find out why you should ThinkPHLY first

October 13, 2017Dear [redacted] ***:Please allow this letter to serve as our response to Revdex.com Complaint ID # [redacted] received by our offices on 10/11/17.We did receive a claim reported by both [redacted] and our insured [redacted] on 09/15/It was assigned to a claims examiner who took *** [redacted] ’s statement and an appraiser was assigned to inspect her vehicle damageThe examiner also called our policyholder [redacted] and took his statement as well; this was a minor collision at a gas station.On 09/25/the examiner did receive an estimate for the damages to [redacted] ’s vehicle, but the estimate for the damage did not match the loss descriptionUpon further investigation with [redacted] , it was found that her vehicle had Unrelated Prior Damage from a previous lossA supplement estimate was written on 10/04/for the related damage to [redacted] ’s vehicle and payment was madeThe examiner also paid for [redacted] ’s car rental.Please contact me if you have any further questions or concerns.Sincerely,Joseph ZClaims Supervisor

February 10, 2016Customer's response unfortunately misstates several facts and ignores the big picture as to why her claim was deniedUnder the policy Customer signed and agreed to, Philadelphia Indemnity Insurance Company (“PIIC”) has the express right to investigate any claimWhen it became clear that the alleged damage to the vehicle in the May loss overlapped the unrepaired damage from the January loss (for which she submitted a separate claim with her prior insurance company), Customer ceased all cooperation with PIC's investigation to resolve these inconsistencies.In her most recent comment, Customer has alleged that PIIC previously assumed liability for her claimThis is patently false.Customer also continues to allege that she previously gave an examination under oath (“EUO”) in accordance with the terms of her policyThis is untrueAs was repeatedly explained to Customer, an EUO is different from an initial claim reportAn EUO is a sworn statement involving a Court Reporter and is expressly allowed under Customer's policyAn informal initial report, whether recorded or not, is not under oath and is not given before a Court Reporter.The simple fact is that, despite numerous requests by PIIC and its counsel, Customer never gave a single EUO regarding this claimThis is far from providing "full cooperation' as Customer has allegedNot only is Customer's steadfast refusal to provide an EUO a direct violation of her policy, it also is very telling as to the validity, or lack thereof, of her property damage claim.If Customer had a legitimate claim, she would have given an EUO when it was first requested several months agoThis would have allowed PIIC to pursue a speedy resolution of her claimBy repeatedly refusing to submit to a single EUO, however, Customer singlehandedly blocked PIIC from investigating the prior damage inconsistenciesThe only reasonable conclusion for Customer's behavior is that she was aware of legitimacy problems with her claim that she did not want to explain under oath.Customer's most recent comment asks why an EUO was not requested immediately after the filing of her claimAlthough her policy does not provide PIIC with any time-restrictions in which to request an EUO, the simple answer is that Customer did not disclose the pre-existing and overlapping damage to her vehicle when she filed her claimThe overlapping damage only came to light later, during the course of PIIC's investigation.More than once, Customer stated in writing that she refused any further cooperation in PIIC's investigation, which prejudiced PIC's investigationBecause Customer precluded PIIC from investigating her claim, PIIC had no alternative but to deny her claim under the policy languageCustomer previously was advised that, per her policy, her refusal would result in a denial of coverage, but she nevertheless continued to actively impede PIC's investigation.For reference’s sake, the pertinent portions of Customer's policy under which her claim was denied are quoted below:We IPIICI have no duty to provide coverage under this policy if the failure to comply with the following duties is prejudicial to us.BA person seeking coverage must:ICooperate with us in the investigation, settlement or defense of anyclaim or suitSubmit, as often as we reasonably require:bTo examination under oath and subscribe to same.Because Customer has refused to cooperate with PIC's investigation of her claim, and has failed to submit to a single EUO in furtherance of PIIC's investigation, PIIC has no duty to provide coverage under her policyThe denial of Customer's claim rests solely with Customer's express refusal to cooperate in violation of her policy.PIIC remains diligent and professional in responding to, investigating, and resolving legitimate claims of its insureds in accordance with their policies and with its insureds cooperation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:This is this company's unique policyI was able to easily find other companies that do not have the same policy requirement and went with one of themYou cannot force a customer to buy coverage they don't want! As soon as I told you I don't want the coverage, we are no longer obliged to pay for it! You've had us for almost years of coverage without a claim or need for the professional liability or even any liability coverage at all for that matterYou lost a long term customer over a policy that does not make any senseYour policy of penalizing a customer with a big cancellation fee is also quite ridiculous and not very ethical, I suggest you reconsider your policy Regards, [redacted] **

To Whom it May Concern, 0pt"> Our representative spoke with [redacted] on July 22nd and confirmed that the cancellation has been processed effective 3/7/and that there is no balance due on the account We apologize that the policy was automatically renewed after [redacted] had advised that she did not wish to renew coverage and that the process of cancelling that policy required more effort than expected Below is a timeline of activity for the account [redacted] *** dba [redacted] Account: [redacted] Policies: [redacted] 3/4/– Contact Center Rep received a call from the insured regarding cancelling the renewal policiesInsured was referred to her agent and request was uploaded into RapidSure and PathThis was not an LPP 5/13/– Cancellation notice for non-pay generates from [redacted] (No LPR was received) 5/13/– Contact center received call from insured regarding the cancellation She was referred to her agent again 5/21/– LPR’s were sent to the insured for cancellation based off the note from the contact center on 5/13/ 6/20/– 1st Letter of collection issuedAgent is notified as well 6/20/– Collections RepResent LPR’s to the insured advising of the previous request for cancellation and that collection action is starting 6/23/– LPR’s received from insured and submitted for processing 7/8/– Email received from insured by collections stating she received more LPR’s and wanted to know if they needed to be filled out She was advised of forms previously sent/received 7/9/– Flat Cancellation Processed 7/22/– Insured notified that cancellation request has been processed and there is no balance dueReinstatement fee was waived on RapidSure policy As the request has been completed and the account reflects a zero balance we are unable to provide any further resolution Carrie S [redacted] , CIC, CPCU, AU, AIM Assistant Vice President, Customer Service Operations Philadelphia Insurance Companies A Member of the Tokio Marine Group One Bala Plaza, Ste Bala Cynwyd, PA Internal Dial: Direct Dial: ###-###-#### Direct Fax: ###-###-#### Focus on the things that Matter, We’ll Handle the Risk! To learn more about us, visit PHLY.com

November 2, 2017Dear [redacted] ***,Please allow this letter to serve as our response to Revdex.com Complaint ID # [redacted] received by our of?ces on 11/2/2017.Renewal information for policy number [redacted] was sent to the customer in March As of 8/1/17, We did not receive payment, or written notice from [redacted] that he wished to cancel the policyThe policy was automatically renewed on 6/21/The coverage period was 6/21/17-6/21/18, and the policy was cancelled for non-payment on 8/30/On page of the policy documents provided to the customer in June 2017, point #provides details on cancellationThis includes the stipulation that : “ thispolicy may be canceled by mailing to the named entity , at the address stated in the Declarations, not less than days thereafter or days in the case of non-payment of premium or Deductible, such cancellation shall become effectiveIf the policy is canceled by us, earned premium shall be computed pro-rata”The customer failed to notify us of his intent not to renew the policyIn accordance with the requirements, the customer’s policy was renewed and coverage was in effect beginning 6/21/17, and continued through the date of cancellation 8/30/The period of coverage resulted in an eamed premium of $298.00, which the customer was required to paySince we did not receive the payment due after several notices of delinquency, the account was transferred to a Collections Agency.If you have any further questions and/or concerns, please feel free to contact me directly.Best Regards,Thomas C.Assistant Vice President, Customer Service

November 10, 2015 Dear [redacted] :This will acknowledge [redacted] ’s request that we prepare a response to the complaint filed with the RevDex.com (“BBB”) by [redacted] . I attempted to access the complaint on the internet in the hopes that I could input the response directly, but was... unable to do so. As such, what follows is my proposed response for Philadelphia Insurance to input into the system, with whatever changes are deemed necessary. Should you have any questions, or if you would like to discuss this matter further, please do not hesitate to contact me.Very truly yours,WILLIAM P. For the Firm

From: H***, Seth< [redacted] @phly.com>Date: Tue, May 12, at 9:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" I would like to provide an update to this particular complaint This customer is stating we never sent a check but I have the cashed check available to post Plus we actually sent for more than what they were originally askingcomplaint # [redacted] .Seth *H***SVP, Customer ServicePhiladelphia Insurance CompaniesA Member of the [redacted] Group [redacted] ***Bala Cynwyd, PA ***Direct Dial: ###-###-#### | Mobile: ###-###-####ThinkPHLY.com – Find out why your should ThinkPHLY first

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:An EUO was not given however a minute in person recorded stated was given from me to William B*** (GCompliance and Investigations) only days after the claim was openDuring that minute investigation, it was also acknowledged that there was an open claim from *** *** with unaffiliated damages dated back to January 2015. A minute recorded phone statement was also made by *** *** to William B*** soon afterA 2-page notarized statement was also provided by *** *** to William B***It was only after months of ZERO cooperation from from PIIC that they requested a EUO to attempt to move forwardMeanwhile my car is sitting at my repair facility taking up space and creating storage costsIt wasnt even until month later that an estimate was left with the shop (by accident from *** ***)What insurance company takes months to provide an estimate??? PIIC is missing the big pictureThere is clear evidence that there is overlapping damage from the claim in January IE (wheels front bumper, etc)What about all the indisputable evidence of the non overlapping damages and tow bills that PIIC fails to recognize or pay outThis leads us back to November of with *** *** of *** ***He was able to acknowledge and resolve the entire estimate of overlapping damages in a matter of a few hoursOnce this information was presented back to PIIC, they didn't like his estimate and trying to lowball me with an insulting amount if $10,with strings attached in every way shape and formWhat insurance companies estimates a loss in round numbers without any justification? This company is beyond deceiving and fraudulentThey will hire and spend thousands of dollars to multiple attorney's, investigators, and appraisers to avoid assuming liabilityThe irony is for the money they spent out on all these parties was probably more than the claim itselfPIIC is eluding at all costs to provide a fair, honest, and accurate estimate as to what they should be liable forRegardless of what the policy states, PIIC can not play games for months and then request a EUO if it was so imperativeIf this was so crucial to this claim, it should have be request days or weeks after there was discrepancies, not monthsIt is not that I refused to cooperate, PIIC burned up months of my time and all my patienceHad I cooperated with them and provided a EUO, who is to say it would drag out another monthsI chose to move forward to have my car repaired on my terms and at the shops discrepancy only because PIIC gave me no other option as to how they conduct business.For the record, the only reason PIIC is requesting a EUO after months is because it was brought to my knowledge that the recorded statement that *** *** and I have provided are MIA due to the fact that Mr William B*** is no longer with GCompliance and Investigations (3rd party hired by PIIC) and PIIC can not obtain copy's of the recording or transcriptsPIIC is beyond desperate at this point because they lost all the key information that was submittedIf this statement is false, please confirm for the record that you have our original statements and transcriptsIt is your legal duty to provide a copy for my records as promised by Mr William B*** who recorded the investigation
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the timeline provided by the business makes no mention of their "bill" dated 7/9/for a $"reinstatement fee"I informed thw business' representative that I expected to receive no further communication from Philadelphia insuranceThe timeline also makes no mention of my email dated 3/3/alerting the business that I would not be renewing my policyThe amount of time I was engaged trying to cancel this policy was ludicrou, after it never should have been renewed to begin with.
Regards,
*** ***

I was in a car accident with someone that was insured by this company After the accident the claims agent I was working with was one of the most incopetant,rude,and unhelpful person I have ever delt withThe person to come out to look at my car is still not here and they took the rental car away after five days So again I cannot get to work and am really struggled no to pay for me and my pregnant wife's bills I have tried contacting a supervisor but no one will call me back in regards to what is going on and how to make this process speed up and be delt with

On June **, 20** *** *** was given a thourough consultation minutes to be exact with a senior Stylist on her desires for her hair colorThe stylist did explain the cost of such services and offered other options for our clientOur stylist also offered our client to reschedule if she was
unsure what option to choose*** *** wanted to go ahead with what our Stylist reccomendedWe performed a hair cut/style, and a full head of high lights on *** ***'s very long pretty head of hairUpon her checking out she did mention that she might like more highlights closer to her headOur stylist who did mention that in the initial consultation let her know that it would not be a problemThe stylist let her know she could come back if she still felt that is what she wantedOn June **, 20** *** *** did returnOur stylist performed second in depth consultation as well as an appointment they both agreed to additional high lights closer to the headWe as a team decided not to charge *** *** for the second service which totaled $She is a very young girl who had some financial concernsAs she checked out she told the owner and stylist I Love it!!! Her exact wordsWe have been in business performing each and every service with excellenceWe are sorry *** *** can not enjoy the care , professionalism, and concern we have for each and every client.Thank you, * ***

June 24, Dear ***We are the General Liability Insurance Carrier for the location where the customer allegedly fell.The customer allegedly slipped and fell due to snow or ice on the sidewalk of his residence in January resulting in damage to two pieces of
electronic equipment.Our investigation determined that a snow removal contractor was responsible for performing snow removal service upon the premisesWe sent correspondence to the contractor, asking their insurance carrier to handle this claim.The insurance carrier for the snow removal company denied liability for the incident arguing that adverse winter weather conditions caused the alleged accident and not a failure of maintenanceWe happen to agree with that carrier’s decision, as the weather conditions were open and obvious on the date of Complainant’s alleged fall.While we are sorry this alleged incident occurred, and that the Complainant allegedly sustained property damage to two computers, we are not liable for this lossWe have properly investigated this matter and placed the appropriate parties on notice.Please contact the undersigned if you require additional information.Sincerely,

May 19, Dear *** ***:We are in receipt of complaint number *** submitted by *** *** ***The complaint alleges Philadelphia Insurance Companies is acting in bad faith by failing to settle her claimWe vehemently disagree by the allegations raised by ***
***.*** *** was injured while she was driving her vehicle on our insureds’ property*** *** received a settlement offer via her second attorney in October for $6,500.In December 2013, *** *** contacted Philadelphia Insurance Companies and advised that she was pursuing her claim against our insuredWe advised *** *** that our records reflect she was represented by an attorney and we could not discuss the claim with her directly as she was represented by an attorney.In January 2014, *** *** sent us a copy of a letter from her first attorney indicating he was not pursuing a lien on this matterWe advised *** *** we need confirmation from her second attorney (who received the settlement offer) that he was not pursuing representing her nor assertline a lien against this claim.We received confirmation from her second attorney that there was no lienThis was received on April 4, 2014; upon receipt of this information; we reinstated our settlement offer to *** ***.*** *** claims Philadelphia Insurance Companies has “lowballed” this settlement; however *** *** received medical benefits from her No-Fault carrierHer out of pocket expenses are minimal.The settlement offer of $6,takes into account her out of pocket expenses, her prior claims history which is significant for pre-existing injuriesWe have not received any type of evidence or documentation which merits reconsideration of our settlement offerOur settlement offer reflects our genuine opinion on the value of this claimIn the event you have any questions, comments or concerns, please contact the undersignedSincerely,

October 27,2016 Dear *** ***:This letter is to provide a response to the above captioned inquiry dated 10/19/2016.According to your correspondence, *** *** *** contacted the Revdex.com regarding a property damage claim to her condominium unit*** *** states her claim involved flooding of her condominium on or about July 30, and that her claim was denied*** ***'s first complaint was dated 10/03/and we responded on 10/10/In *** ***s most recent correspondence, she indicates that she is no longer represented by an attorney and that her attorney has withdrawn from thecase.We have confirmed that *** ***'s attorney sent an e mail to the claims examiner dated 10/10/that he is no longer representing *** ***Since *** *** is no longer represented by an attorney, and the examiner has been formally advised by her former attorney, we are now able to communicate directly to *** ***Since *** *** is no longer represented we sent another insurance disclosure to her on 10/26/2016.After reviewing the most recent complaint, I feel it is necessary to outline the various parties and carrier involved in this case.Philadelphia Indemnity Insurance Company does not provide Property coverage for the Condominium Association or to *** ***Philadelphia Indemnity Insurance Company (PIIC) provides *** Condominium Association with a Commercial General Liability Policy *** *** with effective dates of 10/18/to 10/18/2016.The property carrier providing property coverage to the *** Condominium Association is *** *** *** *** *** *** *** *** *** *** *** Atlanta, Ga***The examiners name is Mark S*** and his phone number is Mark S*The Insurance carrier that inspected the unit is *** North AmericaThe claims examiner is Elizabeth C*** *** ***@***.com and her phone number is ###-###-####*** appears to be the carrier for the owner of the unit that *** *** leases.Philadelphia is investigating any possible liability on the part of our insured Association for the property damage to *** ***s unitPIIC did not participate in the inspection of her unit, nor have we issued a denial of her claimTherefore, we are unable to provide *** *** with a copy of the inspection report.Our company continues to investigate this claim from a liability standpoint and will communicate our findings to *** *** when the investigation is complete.Sincerely,William JBExecutive Vice President & Chief Claims Office