Riverside Insurance Company, Inc.

Review: Insurance company declined claim. once claim still pending since Feb.Agent did not response even once or called back with any updates with the claim.

we are insured with AGENT:Riverside insurance company,[redacted]Phone: ###-###-####

POLICY NO: [redacted],

BILL ACCOUNT :[redacted] 1)Due to heavy snow on the 02/25/2014 a high rise pole fell of the building that cost us $2500 plus loss of business for a weak. We haven't received any response from the company as of yet. not even a claim rejection letter till date. company has not given us any information on who to contact as this company is located in Danville Virginia. we tried calling our agent [redacted] but he maid us email all the documents about few times, but came up with no responses with what is going on with the claim. And the claim is still pending since 11/03/14

2)In May Some one vandalized our condensing unit for the walk in cooler. stole the copper from the unit outside the building, we maid a police complaint straight away, and due to a running business we had to get it fixed, which cost us around $6500. plus loss of business for more then a weak.

[redacted] insurance declined our claim after 2 months of chasing, emails and sending documents. saying that this is nothing to do with their policy and we should have a building insurance. When we bought the Insurance through [redacted] from Riverside, We clearly mention that we want full insurance for the business and the coolers covered as that is the main source of business in a convenient store. But we realized when we did the claim that [redacted] was just a rookie and just wanted a sale so he miss sold us the insurance saying that everything is covered.

I had to call [redacted] everyday but he never answered the phone as he was always driving, and asked me to email the documents, which I emailed him several times. after sending him the documents I have to call him to here that ahh sorry I have not received or I haven't checked the documents.

We did not know that we had to get a building insurance as this is our first business and the property owner never told us or checked our insurance policy before signing the lease. But This is nothing to do with a building Insurance, it is pure Vandalism and we should be covered for that.

The insurance company says that if you get in writing that the building is your responsibility we can clear this. I spoke to my property Agent [redacted], and they said that it clearly says in the lease that the building is the tenants responsibility and everything in the building is the tenants'. As they made a ground lease and they are only renting me the ground.

Now the Agent [redacted] is being Rude and not answering calls or contacting us or helping us regarding this as we are out of over $10000 due to these situations.. He threated us saying that we should have checked everything when buying the insurance. he said not to bother him no more and cancel the insurance if we want.

I don't know how you Guys can help us getting our money back, but I would surely like someone to take some serious steps with this company. We were treated in a very unprofessional way which is wrong.

RIVERSIDE INSURANCE AGENCY INC

[redacted] Phone: ###-###-####Desired Settlement: We would like a total refund of our money we spend fixing the high rise pole and condensing unit for the cooler with loss of business for up to more then 3 weeks.

Fixing the Pole : $ 2425.28

New condensing unit : $6500.

Plus Loss of business .

Business

Response:

This is in response to complaint [redacted] from [redacted] in [redacted].

The complaint is concerning weather and vandalism claims filed by the insured in

2014. Riverside lnsurance Agency is the servicing agent for this policy, while

[redacted] Insurance Company provides the coverage.

When we received calls about these claims, they were filed with [redacted], who

began the investigation. As a result of this investigation, [redacted] determined

that the claims would have to be under building coverage, which the policy did

not include.

Mr. [redacted] initially stated that he thought the claims should not pertain to building

coverage, but to business personal property coverage, which the policy provided.

[redacted] disagreed and denied the claims.

Mr. [redacted] mentioned several times that he was new to business ownership and

did not understand that he needed to cover building, which he also states in his

complaint.

I offered to Mr. [redacted] to review his lease for him, and after days of searching, he

provided a copy from previous owners two or three times removed some ten

years earlier, with scratched out, handwritten names.

Our agency wrote the policy for the previous owner, [redacted], and Mr. [redacted]

stated he wanted the same policy.

At no time were threats of any kind or rude, unprofessional behavior

demonstrated by Riverside Insurance Agency. As a licensed agent for more than

eighteen years, I have written many convenience store policies and enjoy many

loyal customers.

I sympathize with Mr. [redacted] and wish him the best in the future

Regards

Riverside Insurance Agency

Consumer

Response:

If have reviewed the response 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.

I don't understand how Mr [redacted] johns claims to have a eighteen years experience ..

I got the Insurance through riverside Insurance, [redacted] is Our Agent, So I don't think I have to fight it with [redacted] insurance. It is your responsibility to take if further for me and fight it for me. As we trusted you..

In total we have 2 claims with Riverside. The first claim was in Feb 2014 a high rise pole fell of the building. The claim is still pending since today. I have not received any updates from the company as of today. If I would have received a rejection letter from Riverside saying we need Building insurance. I would have spoken to the property owner to find out weather or not their insurance would cover it.. And if it did not I would Realize and have spoken to [redacted] to get the building insurance. So When My store got vandalized in May2014 I would have been covered. It wouldn't have gone this far. I think this is really Unacceptable

1) Since We got the Business, We haven't seen [redacted]. We don't know what he looks like. He fax us the papers and rushed us into signing the contract. Even after the clams we haven't seen him at the store or heard from him to check up on us. we have not even received a updated copy of the insurance policy since 2013.

3). [redacted] has not personally or send someone to visited the location to check on the damages for the first claim ( by the way the claim is still pending since feb2014) , for the second claim he send some women who updated us about not having the building insurance. And she also Advised us to change our insurance agent as she said ( I don't think this guys know what he Is doing) if he has so much experience the first question would be that is the building covered, when he was selling us the insurance..? but he did not ask any questions. he just fax us the copy and some how get us to sign it.

4) We are not related to [redacted], I just bought the business of him, how would we know what kind of policy has he got.. ?[redacted] did not even have a courtesy to come and explain the product before selling it to us. We clearly said to [redacted], we Would like a policy that FULLY COVERS the store including all the front Cooler and the walk in cooler, We also asked in case of any vandalism or due to bad weather any of the equipment goes bad the insurance will help us fix everything. and He said that it is a full coverage of the store.

5) [redacted] received all the documents he asked me the same day or in 2 days.. I had to send him a copy of the lease more then 3 times, because he kept losing it or he was not on his desk and he could not find it.. I had to call [redacted] everyday, for more then a month, I did not receive a single callback or feed back from you company..

I understand that this is our first business, but we at least know that what should be covered in a Insurance policy. I wouldn't pay him $1200 a year to cover groceries worth $500..? don't make sense. My store Was closed for 7 days in feb when the first incident happened I had lot of groceries expired and loss of business, I think it was worth about $800 a day including beer.. and when the second Incident happened the store was shut for more then 2 weeks , I had a loss of business for about $800 a day. Now tell me something What dose you insurance company covers.. I haven't received a single penny even if my loss of business was covered.. So what kind of Garbage insurance company do you run.. Because then this looks like a Big SCAM to me..

I think A insurance agent should ask probing questions before selling a Insurance, And making sure that we have a proper understanding of what he is selling. I am luck that the building did not fall down otherwise I would have been in big trouble. It doesn't mean I am not in trouble, I am in $10,000 debt I cant stock up the store because I have bills pending to these guys who fixed this..

[redacted] we don't need your sympathy we need our Money back..

Regards,

Business

Response:

This letter is to re-state the position of [redacted] lns. Co. conceming the property claim by [redacted] of [redacted], that the walk in cooler that was vandalized is considered to be a part of

the building, and not business personal property that could be removed in the event of moving to

another location, for example.

Regards,

Consumer

Response:

I have reviewed the response 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.

It clearly says in the lease that [redacted] property is only renting me the land and not the building. Everything that is in the building is mine, I can Buy and Sell anything in the premises. If I leave the building today I can take the Condensing Unit with me. Attached is the pictures of the old and New condensing unit which is not attached onto the building. Also I am pasting a copy of the email conversation between [redacted] and property Manager [redacted].

Thank you

Property Insurance

Important mainly because it was sent directly to you.

Click to teach Gmail this conversation is not important.

[redacted] <[redacted]>

Aug 4

to [redacted]

Hi [redacted],

I am a Tenant from [redacted]. I am Having a ongoing issue with my insurance company. on 25th of February, due to snow fall I had a pole on the back of the building fall down and it cost me $3000 to fix it, last month I had someone broke into my condensing unit to steal the copper and it cost me $6500 to fix it.

According to the Lease I am responsible for the entire building and it is a ground lease, And I Understand that. My insurance company are not paying me because they say I don't have a building insurance. According to me it is vandalism and legally they have to pay me. They are asking for a letter from [redacted] property saying that I own everything in this building, including the walk in coolers and condensing unit. And It is my problem to buy, sell or fix the whole unit. I showed them the copy of the lease saying that it is my problem to fix it, but they are saying that it doesn't say anything about the walking coolers.

If you can please write me a letter saying that I can buy sell or fix the walking cooler or the condensing unit. And anything in the building is mine and I can buy or sell it. This would be highly Appreciated. I have lost a lot of money in running this place, because its a old building. I cant afford to lose this $9500 ..

Thank you..

I can't write a letter that may/may not alter the terms of the Lease Agreement. It is clear in the Premises Definition the Tenant is leasing the land, the building and improvements. Each of the items you are describing are clearly part of the Premises by definition.

Insurance sections also mentions "building and all improvements". I can't spell this out for the insurance company any more clearly than the lease already spells it out. Your insurance broker has a clear understanding of what needs to be insured. I would have him contact your carrier on your behalf.