Thank you for sending the complaint filed by Mr. [redacted], which we received on April 14, 2015. Weunderstand that he would like a more detailed explanation of why the policy was canceled. We appreciatethe opportunity to address his concems, and we believe the following timeline will help...
provideclarification:• On February 26, 2015, Mr. [redacted] contacted us to add additional coverage to his home policy. Heasked how the additional premium would be paid, and we explained that the payment would becharged to the credit card on March 18,2015.That same day, we emailed the revised documents along with a credit card charge notice. The creditcard charge notice provided the date of the charge, amonnt of the charge, and the last four digits ofthe credit card.• On March 18,2015, we attempted to charge $100.00 to Mr. [redacted]'s Visa ending in [redacted]. Thepayment was returned to us as a decline.• On March 19, 2015, we mailed Mr. [redacted] a notice of pending cancellation to the address on file,explaining that we would need payment by April 3, 2015, or the policy would cancel for non-paymentof premium.• We did not receive payment from Mr. [redacted] by April 3, 2015; therefore, the policy cancelled for nonpaymentof premium. We mailed notification of the cancellation to Mr. [redacted], along with a refund foroverpayment of premium after the cancellation.• On April 9, 2015, Mr. [redacted] contacted us to request policy reinstatement. We denied his request dueto a lapse in coverage and break in the contract when the policy cancelled for nonpayment ofpremium.We acknowledge and appreciate that Mr. [redacted] had been a long-term client, and we are truly sorry we areunable to offer him coverage. Regrettably, we are unable to change our decision after reviewing tlussituation a second time.
Thank you for sending the complaint filed by Ms. [redacted], which we received on February 4, 2016.We understand that she disagrees with the outstanding balance owed on the homeowner’s insurancepolicy. We appreciate the opportunity to address her concerns.On February 10, 2016, I spoke with a...
representative at [redacted] and confirmed that they did notsend an escrow payment for the homeowner’s policy renewal due on November 22, 2015. Since we didnot have record that the property was sold, payment was still expected for the November 22, 2015renewal term. When we did not receive payment, the policy cancelled for non-payment of premium onJanuary 11, 2016.Upon further review, noting that Ms. [redacted] advised that the property was sold, we backdated thecancellation of Ms. [redacted]’ home policy to November 22, 2015 and wrote off the $32.99 balance.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Mark [redacted]
Thank you for sending the complaint filed by Amy & Becca [redacted], which we received on August19, 2016. We understand that they have concerns about their claim handling. We appreciate theopportunity to address their concerns.We regret that the insureds feel their attempts to communicate with...
us were unsuccessful. We have sharedtheir concerns on this matter with the appropriate leaders and we thank them for bringing this to ourattention.We spoke with our insured, Ms. Amy [redacted], on August 22, 2016 and clarified that choosing acontractor is her decision as the homeowner and that we do not repair the damage or choose thecontractor. If their contractor has questions or concerns, they should contact us to discuss and resolve. Wealso explained that the mitigation company would have cleared all mold, however, if they have concernsthey should definitely contact them to revisit the home.We are confident we have addressed the insured’s concerns, however if you have any remaining questionsabout this information, you may contact me at ###-###-####, Ext. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 12, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On July 7, 2016 Mr. [redacted] sent us a copy of the real estate appraisal for his home. The real estate appraisal indicated 5,080 square feet of gross living area above grade and photos of 5 and a half baths.We updated the square footage from 6,459 to 5,080 square feet per the real estate appraisal received. While our inspection report indicated there were 7 full bathrooms we did not agree with that assessment and have continued to list 5 and half bathrooms in our replacement cost calculation. With the change in total living area, the updated replacement cost for the home is calculated to be $922,200. We mailed an updated renewal offer to Mr. [redacted] on July 13, 2016.It is our position that we have addressed Mr. [redacted]’s concerns regarding the difference in square footage and number bathrooms in his home. We apologize for any inconvenience that Mr. [redacted] has experienced during this process.If you have any questions about this information, you may contact me at ###-###-####, Ext. 3461.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on November 24, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We made a $4,477.60 settlement offer to Mr. [redacted] for the total loss...
damages to his 2002 Volvo on November 5, 2015; that same day we sent payment of $3,809.48 to his lienholder, [redacted]. The remaining $668.12 was withheld until we received some completed paperwork from Mr. [redacted]. We sent those documents on November 12, 2015, via overnight mail.We did not receive the completed paperwork, so we called Mr. [redacted] on November 20, 2015. He explained he has issues receiving his mail due to his location. During this conversation, he did not mention any other unpaid amounts.On December 1, 2015, the paperwork we had sent was returned marked undeliverable. The next day, we sent it to a post office box number that Mr. [redacted] had provided. We are still awaiting the signed documents.We are willing to discuss the $250 towing charge and $800 vehicle balance that Mr. [redacted] describes in his complaint. However, it is possible that Mr. [redacted] simply stated the incorrect amount regarding the vehicle balance, and the $800 to which he refers is actually the $668.12 payment. If so, as we previously explained, we will pay this amount once we receive the signed documents. Regardless, we will contact Mr. [redacted] to discuss both issues – but, in the meantime, Mr. [redacted] should send us receipts or documents to verify any additional charges.Regarding Mr. [redacted]’ refund, Mr. [redacted] requested the cancellation of his automobile policy on November 19, 2015, and the next day we issued a credit for $87.24 to his Visa card ending in 6096. We have documentation, including a transaction number, that this credit was applied to his card.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I needed to know how long the claim will remain on my record before I can switch my policies to a different company. The response indicates that the claim will remain on my record for three years. Thank you to Ameriprise for providing the requested information and to the Revdex.com for helping me to find the correct people to speak with to obtain the needed information.
Regards,
[redacted]
Thank you for sending the follow-up complaint filed by Dr. [redacted], which we received on February 1,2016. We appreciate the opportunity to address her additional concerns.Regarding the misspelling of Dr. [redacted]’s name, this was a typographical error in our response letter –for which we apologize. Her name was not misspelled on any of the policy correspondence we sent.We mailed all of that correspondence to [redacted]. Dr. [redacted] herselfconfirmed in her complaint that she received the billing notices that were sent to that same address.On January 11, 2016, we spoke to Dr. [redacted] and offered to backdate the cancellation and provide arefund if she could provide proof that she had obtained other insurance for the property. Dr. [redacted]said she did not have insurance in place until December 2015. Because we provided coverage until thecancellation date of November 27, 2015, we correctly collected the premium for that coverage.After reviewing this matter again, we respectfully maintain our position – and, unfortunately, we areunable to provide Dr. [redacted] the refund she is requesting.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the fourth complaint fil ed by Mr. [redacted], which we received on March 31,2015.We believe our previous three responses clearly explain our position and our decision remains unchanged.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10415742, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First if all, aftermarket parts are not same as...
manufacturer parts and the part they are replacing is only 3 years old. They also did not route me to the appropriate supervisors, two of the representatives actually told me "no" they wouldn't transfer me to their supervisor.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 18, 2016. We understand that he would like a more detailed explanation of why the policy was canceled. We appreciate the opportunity to address his concerns.• On February 5, 2016, we mailed the March 21, 2016 to...
March 21, 2017, renewal offer to Mr. [redacted]. Included in the renewal package was a Credit/Charge Card Notice informing him we would be charging $894.59 to his Visa card on March 21, 2016.• On March 7, 2016, Ms. [redacted] requested to have their policy updated from the Credit/Charge Card payment plan to a Direct Full Bill payment plan. She stated that she did not want to be on an automatic payment plan while she was looking for another carrier. Per her request we updated the method of payment and mailed a premium notice in the amount of $894.59 with a due date of March 27, 2016. The premium notice states, “Failure to pay the premium by the due date will result in cancellation of your policy.”• On March 8, 2016, we mailed a reminder notice in the amount of $894.59 to Mr. [redacted] with a due date of March 27, 2016. The reminder notice states, “Failure to pay the premium by the due date will result in the cancellation of your policy.”• On April 1, 2016, we mailed a notice of pending cancellation to the address on file, explaining that we would need payment by April 16, 2016, or the policy would cancel for non-payment of premium.• We did not receive payment by April 16, 2016; therefore, the policy canceled for non-payment of premium.• On April 22, 2016, we mailed notice of cancellation to Mr. [redacted] along with an outstanding balance notice in the amount of $63.74 for the coverage provided from March 21, 2016 to April 16, 2016. The outstanding balance notice states “If we do not receive your payment, you will be contacted by a collection agency”.• When we did not receive payment by July 1, 2016, the account was forwarded to a collection agency.We did not receive any verbal or written request to cancel this policy; therefore the policy cancelled for non-payment of premium. If Mr. [redacted] can provide documentation showing he had other insurance on him home located at 620 Maple St, Howe, TX, from March 21, 2016 to April 16, 2016, we would be willing to remove the outstanding balance from collections.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 27,2015. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.On February 10,2015 Mr. [redacted] gave a statement regarding the details of...
the accident that occurred onFebruary 8, 2015. In his statement he advised there was a rockslide in which boulders were falling from themountainside onto the road he was traveling. He stated he swerved to miss a boulder in the road, but hestruck it with the driver's side rear wheel. The adjuster confirmed the boulder was stationary when he hit it.Based on this information, Mr. [redacted] was advised the loss would fall under his Collision coverage, and his$500 Collision deductible would apply. He was also advised this would be considered a not-at-faultaccident. We did not consider this as a Comprehensive loss since he collided with a rock that wasstationary in the road. If a rock falling from the mountain landed on his vehicle, it would then beconsidered under Comprehensive coverage. This claim will appear on Mr. [redacted]'s record for three years.We regret if Mr. [redacted] feels that our decision was not adequately explained to him. However, we havereviewed the recorded phone calls, and can confirm with confidence that our claim representative in noway suggested Mr. [redacted] should switch his policies. Obviously, this would run counter to our entirecustomer service philosophy. Unfortunately, the call Mr. [redacted] made to our Client Service department onOctober 26 was disconnected when he was put on hold so the representative could research his questionregarding how long the accident would stay on his record. When a call is disconnected, ourrepresentatives are instructed to call the client back; we apologize this did not happen in Mr. [redacted]'s case.We will provide additional training to the representative involved.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613 or[redacted] at ###-###-####, Ext. 5243.Jennifer Lapinskas
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 8, 2015. Weunderstand that he disagrees with our decision surrounding the cancellation of his policy. We appreciatethe opportunity to address his concerns and believe that the following timeline will help...
provideclarification.• On April 17, 2015, we mailed the automobile policy renewal packet, which included a bill. The billnoted the payment metbod as automatic credit card monthly payment to Mr. [redacted]'s Visa (cardending in [redacted]) occurring on June 1, 2015.• On June 2, 2015, we charged $139.57 to Mr. [redacted]'s Visa. (Because June 1, 2015 was a Monday,our system processes bills overnight and payments are reflected the next business day.)• On June 3, 2015, we received a payment reversal for $139.57 because Mr. [redacted]'s credit card wasdeclined. Therefore, we mailed a pending cancellation notice to Mr. [redacted] explaining the recentpayment was declined and that we required payment in full of $677 .87 by June 18, 2015, to avoidcancellation.• On June 4, 2015, an automated call was made to tbe phone number we had on file for Mr. [redacted] tonotify him ofthe payment reversal and pending cancellation. We regret iftbe call was not made toMr. [redacted]'s most current phone number, but these automated calls are simply an extra step we takeas a courtesy to clients - they are not required.• On June 18, 2015, the policy cancelled for non-payment of premium. The cancellation generated anew bill for the outstanding portion of premium for coverage provided, which was $63.77 due July14,2015.• On July 7,2015, Mr. [redacted] contacted our office to discuss the policy. We advised him of thecancellation and that, regrettably, his policy did not qualify for reinstatement.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This company is starting to get it done, however I will check the mail for the refund check.[redacted]
Regards,
[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on July 9, 2015. Weunderstand that she feels there was a delay processing the claim. We appreciate the opportunity to addressher concerns.Immediately after receiving notice of the claim on March 30, 2015, we assigned...
Mr. Matt [redacted] to inspectthe property and provide an estimate. On April 20, 2015, we issued payment in the amount of $418.06 toMr. and Ms. [redacted] based on Mr. [redacted]'s estimate.On April 23, 2015, Ms. [redacted] notified us that her contractor, Mr. [redacted], disagreed with Mr. [redacted]'sestimate and supplemental payment was needed to complete the repairs. Mr. [redacted] and his associate, Mr.[redacted], worked with Mr. [redacted] to reach an agreed price for the cost of repairs.On June 9, 2015, we issued additional payment to Mr. and Ms. [redacted] for the damages agreed uponwith Mr. [redacted].Upon receipt of this complaint, we followed up with Mr. [redacted]. During that conversation, wedetermined that an agreement had, in fact, not been reached on the actual amount needed to indemnify theinsured. We subsequently reached an agreed amount with Mr. [redacted] of $7,500 for the needed repairs.We issued supplemental payment in tllis amount on July 15, 2015.
Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received on April6,2015, We appreciate the opportunity to address ber additional concerns.We have reviewed the estimate prepared by ICA Claims again. The estimate was prepared based on thevisual inspection of the observed damages. The floor pricing and type were verified through a third-partycompany, [redacted].If you would like to submit an estimate from a contractor of your choice, we will review it an attempt toreach an agreed upon price for the needed repairs.We apologize that the initial check was issued with [redacted] listed; that payment was voided andreissued on April 9, 2015, without any lienholder listed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They never informed me about the 42 days's gap from the day one I took the treatment until my doctor submitted the bills to them after their request. Then, they started to change their mind and not to pay the doctor in **ll. I happened to have the arranged oversees trip right after the accident. And I told them clearly that I had left arm and neck pains after the accident, but they are not life threatening. So, I did not see treatments right away. They never said no, but kept on wanting me to update them with my treatments and time off status. If 42 days' gap is a concern to then, they should have let me know back then. My left arm still hurts right now and I am still seeing the doctor. I don't think they will pay the current bills.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Thank you for sending the complaint filed by Mr. [redacted], which we received on April 21 ,2015.We understand that he has questions regarding his home policy cancellation. We appreciate theopportunity to address his concerns.On April 14, 2015, we scheduled Mr. [redacted]'s home policy to non-renew...
effective May 31, 2015. Whilewe acknowledge the hail damage claim that occurred on April 17, 2013, is two years old, it is still aconsideration during our review, as is a credit-based insurance score that does not meet our guidelines.In response to Mr. [redacted]'s complaint, we conducted another policy review. Regrettably, we are unableto continue coverage, and respectfully maintain our policy non-renewal.If you have any questions about this information, you may contact me at I ###-###-#### , Ext. [redacted].
Thank you for sending the complaint filed by Mr. [redacted], which we received on April 14, 2015. Weunderstand that he would like a more detailed explanation of why the policy was canceled. We appreciatethe opportunity to address his concems, and we believe the following timeline will help...
provideclarification:• On February 26, 2015, Mr. [redacted] contacted us to add additional coverage to his home policy. Heasked how the additional premium would be paid, and we explained that the payment would becharged to the credit card on March 18,2015.That same day, we emailed the revised documents along with a credit card charge notice. The creditcard charge notice provided the date of the charge, amonnt of the charge, and the last four digits ofthe credit card.• On March 18,2015, we attempted to charge $100.00 to Mr. [redacted]'s Visa ending in [redacted]. Thepayment was returned to us as a decline.• On March 19, 2015, we mailed Mr. [redacted] a notice of pending cancellation to the address on file,explaining that we would need payment by April 3, 2015, or the policy would cancel for non-paymentof premium.• We did not receive payment from Mr. [redacted] by April 3, 2015; therefore, the policy cancelled for nonpaymentof premium. We mailed notification of the cancellation to Mr. [redacted], along with a refund foroverpayment of premium after the cancellation.• On April 9, 2015, Mr. [redacted] contacted us to request policy reinstatement. We denied his request dueto a lapse in coverage and break in the contract when the policy cancelled for nonpayment ofpremium.We acknowledge and appreciate that Mr. [redacted] had been a long-term client, and we are truly sorry we areunable to offer him coverage. Regrettably, we are unable to change our decision after reviewing tlussituation a second time.
Thank you for sending the complaint filed by Ms. [redacted], which we received on February 4, 2016.We understand that she disagrees with the outstanding balance owed on the homeowner’s insurancepolicy. We appreciate the opportunity to address her concerns.On February 10, 2016, I spoke with a...
representative at [redacted] and confirmed that they did notsend an escrow payment for the homeowner’s policy renewal due on November 22, 2015. Since we didnot have record that the property was sold, payment was still expected for the November 22, 2015renewal term. When we did not receive payment, the policy cancelled for non-payment of premium onJanuary 11, 2016.Upon further review, noting that Ms. [redacted] advised that the property was sold, we backdated thecancellation of Ms. [redacted]’ home policy to November 22, 2015 and wrote off the $32.99 balance.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Mark [redacted]
Thank you for sending the complaint filed by Amy & Becca [redacted], which we received on August19, 2016. We understand that they have concerns about their claim handling. We appreciate theopportunity to address their concerns.We regret that the insureds feel their attempts to communicate with...
us were unsuccessful. We have sharedtheir concerns on this matter with the appropriate leaders and we thank them for bringing this to ourattention.We spoke with our insured, Ms. Amy [redacted], on August 22, 2016 and clarified that choosing acontractor is her decision as the homeowner and that we do not repair the damage or choose thecontractor. If their contractor has questions or concerns, they should contact us to discuss and resolve. Wealso explained that the mitigation company would have cleared all mold, however, if they have concernsthey should definitely contact them to revisit the home.We are confident we have addressed the insured’s concerns, however if you have any remaining questionsabout this information, you may contact me at ###-###-####, Ext. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 12, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.On July 7, 2016 Mr. [redacted] sent us a copy of the real estate appraisal for his home. The real estate appraisal indicated 5,080 square feet of gross living area above grade and photos of 5 and a half baths.We updated the square footage from 6,459 to 5,080 square feet per the real estate appraisal received. While our inspection report indicated there were 7 full bathrooms we did not agree with that assessment and have continued to list 5 and half bathrooms in our replacement cost calculation. With the change in total living area, the updated replacement cost for the home is calculated to be $922,200. We mailed an updated renewal offer to Mr. [redacted] on July 13, 2016.It is our position that we have addressed Mr. [redacted]’s concerns regarding the difference in square footage and number bathrooms in his home. We apologize for any inconvenience that Mr. [redacted] has experienced during this process.If you have any questions about this information, you may contact me at ###-###-####, Ext. 3461.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on November 24, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.We made a $4,477.60 settlement offer to Mr. [redacted] for the total loss...
damages to his 2002 Volvo on November 5, 2015; that same day we sent payment of $3,809.48 to his lienholder, [redacted]. The remaining $668.12 was withheld until we received some completed paperwork from Mr. [redacted]. We sent those documents on November 12, 2015, via overnight mail.We did not receive the completed paperwork, so we called Mr. [redacted] on November 20, 2015. He explained he has issues receiving his mail due to his location. During this conversation, he did not mention any other unpaid amounts.On December 1, 2015, the paperwork we had sent was returned marked undeliverable. The next day, we sent it to a post office box number that Mr. [redacted] had provided. We are still awaiting the signed documents.We are willing to discuss the $250 towing charge and $800 vehicle balance that Mr. [redacted] describes in his complaint. However, it is possible that Mr. [redacted] simply stated the incorrect amount regarding the vehicle balance, and the $800 to which he refers is actually the $668.12 payment. If so, as we previously explained, we will pay this amount once we receive the signed documents. Regardless, we will contact Mr. [redacted] to discuss both issues – but, in the meantime, Mr. [redacted] should send us receipts or documents to verify any additional charges.Regarding Mr. [redacted]’ refund, Mr. [redacted] requested the cancellation of his automobile policy on November 19, 2015, and the next day we issued a credit for $87.24 to his Visa card ending in 6096. We have documentation, including a transaction number, that this credit was applied to his card.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I needed to know how long the claim will remain on my record before I can switch my policies to a different company. The response indicates that the claim will remain on my record for three years. Thank you to Ameriprise for providing the requested information and to the Revdex.com for helping me to find the correct people to speak with to obtain the needed information.
Regards,
[redacted]
Thank you for sending the follow-up complaint filed by Dr. [redacted], which we received on February 1,2016. We appreciate the opportunity to address her additional concerns.Regarding the misspelling of Dr. [redacted]’s name, this was a typographical error in our response letter –for which we apologize. Her name was not misspelled on any of the policy correspondence we sent.We mailed all of that correspondence to [redacted]. Dr. [redacted] herselfconfirmed in her complaint that she received the billing notices that were sent to that same address.On January 11, 2016, we spoke to Dr. [redacted] and offered to backdate the cancellation and provide arefund if she could provide proof that she had obtained other insurance for the property. Dr. [redacted]said she did not have insurance in place until December 2015. Because we provided coverage until thecancellation date of November 27, 2015, we correctly collected the premium for that coverage.After reviewing this matter again, we respectfully maintain our position – and, unfortunately, we areunable to provide Dr. [redacted] the refund she is requesting.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].
Thank you for sending the fourth complaint fil ed by Mr. [redacted], which we received on March 31,2015.We believe our previous three responses clearly explain our position and our decision remains unchanged.If you have any questions about this information, you may contact me at ###-###-####, Ext. [redacted].Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10415742, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First if all, aftermarket parts are not same as...
manufacturer parts and the part they are replacing is only 3 years old. They also did not route me to the appropriate supervisors, two of the representatives actually told me "no" they wouldn't transfer me to their supervisor.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 18, 2016. We understand that he would like a more detailed explanation of why the policy was canceled. We appreciate the opportunity to address his concerns.• On February 5, 2016, we mailed the March 21, 2016 to...
March 21, 2017, renewal offer to Mr. [redacted]. Included in the renewal package was a Credit/Charge Card Notice informing him we would be charging $894.59 to his Visa card on March 21, 2016.• On March 7, 2016, Ms. [redacted] requested to have their policy updated from the Credit/Charge Card payment plan to a Direct Full Bill payment plan. She stated that she did not want to be on an automatic payment plan while she was looking for another carrier. Per her request we updated the method of payment and mailed a premium notice in the amount of $894.59 with a due date of March 27, 2016. The premium notice states, “Failure to pay the premium by the due date will result in cancellation of your policy.”• On March 8, 2016, we mailed a reminder notice in the amount of $894.59 to Mr. [redacted] with a due date of March 27, 2016. The reminder notice states, “Failure to pay the premium by the due date will result in the cancellation of your policy.”• On April 1, 2016, we mailed a notice of pending cancellation to the address on file, explaining that we would need payment by April 16, 2016, or the policy would cancel for non-payment of premium.• We did not receive payment by April 16, 2016; therefore, the policy canceled for non-payment of premium.• On April 22, 2016, we mailed notice of cancellation to Mr. [redacted] along with an outstanding balance notice in the amount of $63.74 for the coverage provided from March 21, 2016 to April 16, 2016. The outstanding balance notice states “If we do not receive your payment, you will be contacted by a collection agency”.• When we did not receive payment by July 1, 2016, the account was forwarded to a collection agency.We did not receive any verbal or written request to cancel this policy; therefore the policy cancelled for non-payment of premium. If Mr. [redacted] can provide documentation showing he had other insurance on him home located at 620 Maple St, Howe, TX, from March 21, 2016 to April 16, 2016, we would be willing to remove the outstanding balance from collections.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.Sincerely,
Thank you for sending the complaint filed by Mr. [redacted], which we received on October 27,2015. We understand that he disagrees with our decision regarding the claim. We appreciate theopportunity to address his concerns.On February 10,2015 Mr. [redacted] gave a statement regarding the details of...
the accident that occurred onFebruary 8, 2015. In his statement he advised there was a rockslide in which boulders were falling from themountainside onto the road he was traveling. He stated he swerved to miss a boulder in the road, but hestruck it with the driver's side rear wheel. The adjuster confirmed the boulder was stationary when he hit it.Based on this information, Mr. [redacted] was advised the loss would fall under his Collision coverage, and his$500 Collision deductible would apply. He was also advised this would be considered a not-at-faultaccident. We did not consider this as a Comprehensive loss since he collided with a rock that wasstationary in the road. If a rock falling from the mountain landed on his vehicle, it would then beconsidered under Comprehensive coverage. This claim will appear on Mr. [redacted]'s record for three years.We regret if Mr. [redacted] feels that our decision was not adequately explained to him. However, we havereviewed the recorded phone calls, and can confirm with confidence that our claim representative in noway suggested Mr. [redacted] should switch his policies. Obviously, this would run counter to our entirecustomer service philosophy. Unfortunately, the call Mr. [redacted] made to our Client Service department onOctober 26 was disconnected when he was put on hold so the representative could research his questionregarding how long the accident would stay on his record. When a call is disconnected, ourrepresentatives are instructed to call the client back; we apologize this did not happen in Mr. [redacted]'s case.We will provide additional training to the representative involved.If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613 or[redacted] at ###-###-####, Ext. 5243.Jennifer Lapinskas
Thank you for sending the complaint filed by Mr. [redacted], which we received on July 8, 2015. Weunderstand that he disagrees with our decision surrounding the cancellation of his policy. We appreciatethe opportunity to address his concerns and believe that the following timeline will help...
provideclarification.• On April 17, 2015, we mailed the automobile policy renewal packet, which included a bill. The billnoted the payment metbod as automatic credit card monthly payment to Mr. [redacted]'s Visa (cardending in [redacted]) occurring on June 1, 2015.• On June 2, 2015, we charged $139.57 to Mr. [redacted]'s Visa. (Because June 1, 2015 was a Monday,our system processes bills overnight and payments are reflected the next business day.)• On June 3, 2015, we received a payment reversal for $139.57 because Mr. [redacted]'s credit card wasdeclined. Therefore, we mailed a pending cancellation notice to Mr. [redacted] explaining the recentpayment was declined and that we required payment in full of $677 .87 by June 18, 2015, to avoidcancellation.• On June 4, 2015, an automated call was made to tbe phone number we had on file for Mr. [redacted] tonotify him ofthe payment reversal and pending cancellation. We regret iftbe call was not made toMr. [redacted]'s most current phone number, but these automated calls are simply an extra step we takeas a courtesy to clients - they are not required.• On June 18, 2015, the policy cancelled for non-payment of premium. The cancellation generated anew bill for the outstanding portion of premium for coverage provided, which was $63.77 due July14,2015.• On July 7,2015, Mr. [redacted] contacted our office to discuss the policy. We advised him of thecancellation and that, regrettably, his policy did not qualify for reinstatement.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This company is starting to get it done, however I will check the mail for the refund check.[redacted]
Regards,
[redacted]
Thank you for sending the complaint filed by Ms. [redacted], which we received on July 9, 2015. Weunderstand that she feels there was a delay processing the claim. We appreciate the opportunity to addressher concerns.Immediately after receiving notice of the claim on March 30, 2015, we assigned...
Mr. Matt [redacted] to inspectthe property and provide an estimate. On April 20, 2015, we issued payment in the amount of $418.06 toMr. and Ms. [redacted] based on Mr. [redacted]'s estimate.On April 23, 2015, Ms. [redacted] notified us that her contractor, Mr. [redacted], disagreed with Mr. [redacted]'sestimate and supplemental payment was needed to complete the repairs. Mr. [redacted] and his associate, Mr.[redacted], worked with Mr. [redacted] to reach an agreed price for the cost of repairs.On June 9, 2015, we issued additional payment to Mr. and Ms. [redacted] for the damages agreed uponwith Mr. [redacted].Upon receipt of this complaint, we followed up with Mr. [redacted]. During that conversation, wedetermined that an agreement had, in fact, not been reached on the actual amount needed to indemnify theinsured. We subsequently reached an agreed amount with Mr. [redacted] of $7,500 for the needed repairs.We issued supplemental payment in tllis amount on July 15, 2015.
Thank you for sending the follow-up complaint filed by Ms. [redacted], which we received on April6,2015, We appreciate the opportunity to address ber additional concerns.We have reviewed the estimate prepared by ICA Claims again. The estimate was prepared based on thevisual inspection of the observed damages. The floor pricing and type were verified through a third-partycompany, [redacted].If you would like to submit an estimate from a contractor of your choice, we will review it an attempt toreach an agreed upon price for the needed repairs.We apologize that the initial check was issued with [redacted] listed; that payment was voided andreissued on April 9, 2015, without any lienholder listed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They never informed me about the 42 days's gap from the day one I took the treatment until my doctor submitted the bills to them after their request. Then, they started to change their mind and not to pay the doctor in **ll. I happened to have the arranged oversees trip right after the accident. And I told them clearly that I had left arm and neck pains after the accident, but they are not life threatening. So, I did not see treatments right away. They never said no, but kept on wanting me to update them with my treatments and time off status. If 42 days' gap is a concern to then, they should have let me know back then. My left arm still hurts right now and I am still seeing the doctor. I don't think they will pay the current bills.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for sending the complaint filed by Mr. [redacted], which we received on April 21 ,2015.We understand that he has questions regarding his home policy cancellation. We appreciate theopportunity to address his concerns.On April 14, 2015, we scheduled Mr. [redacted]'s home policy to non-renew...
effective May 31, 2015. Whilewe acknowledge the hail damage claim that occurred on April 17, 2013, is two years old, it is still aconsideration during our review, as is a credit-based insurance score that does not meet our guidelines.In response to Mr. [redacted]'s complaint, we conducted another policy review. Regrettably, we are unableto continue coverage, and respectfully maintain our policy non-renewal.If you have any questions about this information, you may contact me at I ###-###-#### , Ext. [redacted].