Dear Ms [redacted] :The following is in response to the message received on 5/15/regarding the above captionedcomplaint.Through further investigation we have discovered the root cause of the issue which is as follows:On February 20, First Insurance Company of Hawaii, Ltd{"FICOH") received a request from Mr[redacted] 's agent, [redacted] , to cancel the policy effective January 12, The addresson the cancellation request that our Customer Service department referred to reflected [redacted] ***Therefore, all correspondence was mailed to this address.In our initial response, it was not our intent to convey the message that the refund check was cashed.Our records incidate that the check was not returned as undeliverable and that the check was notcashed; hence, why we stated we would contact Mr [redacted] to determine his correct mailingaddress and would reissue the check.We apologize for the miscommunication and oversightFICOH will put a stop payment on the refundcheck that was mailed in We will mail a new refund check to [redacted] .Regards,Stephanie *T [redacted] , CPCU, ARM, CRMVice President, Corporate Underwriting
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy? In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of? $? When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere? The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms [redacted] to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers? In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy [redacted] Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and months".This claimant is alleging that on or about January 27th or 28th she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paperThis claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April to September 1st 2015, paid a total of$5,towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,The documentation she [redacted] [redacted] [redacted] provided showed that some of the medical payments may have been paid by [redacted] or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expensesWe also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, that all she wanted was$100,as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any paymentsWe understand that they have denied her claim.On November 2, we informed her that we had already paid most of the medical bills she submitted in JuneWe also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two itemsWe were processing reimbursement for one and requesting proof of payment for the secondAlso in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaintIf you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer ? We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements .The complainant is insured with First Insurance Company of Hawaii? We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak? This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10,the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back? The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have.?
Dear Ms [redacted] ,This is to acknowledge receipt of your letter dated April 25, 2018, regarding theabove referenced matter.We are in the process of reviewing this complaint and wi ll be in contact with youat a later date.Respectfully,Isaac K***Vice President?
April 30, 2018RevDex.com of Hawaii, IncBishop Street Suite 615Honolulu, HI 96813This will respond to the above customer's complaint regarding FirstInsurance Company of HawaiiWe have reviewed the circumstances and havedetermined this matter was handled appropriately.As background, the complaint relates to a tent that was set up on ourinsured's property for a family gatheringThe complainant, who is not ourinsured, filed a claim alleging that the tent was windblown and caused damage toher vehicle on March 17, 2018.Upon receiving her claim, we explained to the complainant that thehomeowners insurance policy we issued covers claims for which our insured islegally liableAs a resuit, in order for our insured's policy to cover thecomplainant's claim, the damage to her vehicle must have been caused by ourinsured's negligence, rather than a random weather event.Our investigation revealed that the claim was in fact caused by asudden, isolated gust of wind on an otherwise calm dayFurthermore, theinvestigation confirmed d that our insured had properly secured the tent.However, due to the abrupt, heavy gust of wind, the tent's legs were broken.This event was unforeseeable and unpreventable by our insuredAs such, wefound that our insured was not negligent, and therefore not legally responsible forthe damage to the complainant's vehicleWard Avenue, Honolulu Hawaii 96814Mailing Address: PO Box 2866, Honolulu, Hawaii 96803P: Neighbor Islands and Continental U.S800.272.5202Claims DeptF: 808.545.3120FICOH.COMOn March 29, 2018, we explained the results of our investigation to thecomplainantSince the complainant disagreed with our decision, we indicatedwe would investigate further, but would likely reach the same conclusion that ourinsured was not legally liable.On April12, 2018, the complainant contacted us concerning alandscaper who witnessed the eventWe interviewed the witness on April 13,2018, in the presence of the complainantHowever, he did not corroborate thecomplainant's version of eventsInstead, he confirmed the tent was properlysecured immediately before the sudden gust of wind.In light of the foregoing, we formally denied the complainant's claim onApril 19, We further explained to the complainant via telephone that thebest course of action would be to file a claim with her automobile insurance.We trust that the above adequately addresses this complaintIf youhave any questions concerning any point discussed above, or requires anyadditional information in connection with your investigation of this matter, pleasecontact the undersigned.Sincerely,MarieW***Assistant Vice PresidentClaims527-
Thank you for your prompt replyNo, unfortunately we had already taken the bed cover sheet out the washer MrT [redacted] does not live in Hawaii, so his property manager came when we called him in regards to the water and took the sheet with himWe chose not to reply to First Insurance because of advice received from AirBnB, to not respondAlso, were not told to bring our own insurance to the trip, so I did not find it necessary to communicate with themIt would be somewhat reasonable to reply had I been provided information about FICOH prior to the trip, but that was not the caseI had no reason to respond to FICOHWe had no responsibility to anyone but AirBnBMrT [redacted] did not contact me again once AirBnB denied his request for more money from usIt’s strange, because in his original request MrT [redacted] said that $deductible would cover all damages, including the neighbor’s damagesThis was more reason for me to not reply to FICOHMrT [redacted] called his own repairmen to fix the washer, but did not provide us with any documents saying it was our faultI'm attaching some relevant documents hereThank you for your help,Khushbu S***
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements
.The complainant is insured with First Insurance Company of Hawaii We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10, , the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have
Dear Ms***:The following is in response to the message received on 5/15/regarding the above captionedcomplaint.Through further investigation we have discovered the root cause of the issue which is as follows:On February 20, First Insurance Company of Hawaii, Ltd{"FICOH") received a request from Mr.***'s agent, *** ***, to cancel the policy effective January 12, The addresson the cancellation request that our Customer Service department referred to reflected ***
*** ** *** *** ** ***Therefore, all correspondence was mailed to this address.In our initial response, it was not our intent to convey the message that the refund check was cashed.Our records incidate that the check was not returned as undeliverable and that the check was notcashed; hence, why we stated we would contact Mr*** to determine his correct mailingaddress and would reissue the check.We apologize for the miscommunication and oversightFICOH will put a stop payment on the refundcheck that was mailed in We will mail a new refund check to *** *** *** *** ***
***.Regards,Stephanie *T***, CPCU, ARM, CRMVice President, Corporate Underwriting
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
May 11,2018Revdex.com Northwest + PacificStation Drive, Suite 222DuPont, WA 98327Dear Ms***:The following is in response to the inquiry dated April 21, regarding the above captionedcomplaint.On February 10, 2017, First Insurance Company of Hawaii, Ltd("FICOH")
received a request from Mr.***'s agent, *** ***, to cancel the policy effective January 12, 2017.On February 13, 2017, FICOH issued a cancellation memo reflecting a refund of $The refundcheck was processed shortly thereafter and mailed to Mr***'s last known addressOurrecords indicate that the check was not returned as undeliverable.However, we will contact Mr*** to determine his correct mailing information and reissue therefund check.Regards,Stephanie *T***, CPCU, ARM, CRMVice President, Corporate Underwriting
Thank you for your prompt reply. No, unfortunately we had already taken the bed cover sheet out the washer. MrT*** does not live in Hawaii, so his property manager came when we called him in regards to the water and took the sheet with himWe chose not to reply to First
Insurance because of advice received from AirBnB, to not respondAlso, were not told to bring our own insurance to the trip, so I did not find it necessary to communicate with themIt would be somewhat reasonable to reply had I been provided information about FICOH prior to the trip, but that was not the caseI had no reason to respond to FICOHWe had no responsibility to anyone but AirBnBMrT*** did not contact me again once AirBnB denied his request for more money from usIt’s strange, because in his original request MrT*** said that $deductible would cover all damages, including the neighbor’s damagesThis was more reason for me to not reply to FICOHMrT*** called his own repairmen to fix the washer, but did not provide us with any documents saying it was our faultI'm attaching some relevant documents here. Thank you for your help,Khushbu S***
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First
Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of $ When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms*** to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy *** Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
Complaint: ***
I am rejecting this response because:
I absolutely reject the explanation given by the First
Insurance Company about my complaint, nr***. It contains not only the information that can’t
be true, but also insults me suggesting that I had received the refund and
cashed their check.
The Company states says that the refund was sent to the “Mr
***’s last known address”. My
“last known address” is clearly written in the contract issued by the Company
on 05/08/16. It is: *** *** *** *** *** ** *** and I live under this address for many yearsI would like to see the address the refund was
sent to. Was it the same address? Maybe the check was not sent at all? Knowing now a little more about the First
Insurance Company I know it may be a possibility
I DEMAND TWO APOLOGIES FROM THE FIRST
INSURANCE COMPANY:
1.
Apology for having taken almost a year and a
half before returning my refund (I assume it will happen, but, of course, I
know I can’t be absolutely certain)
2.
Apology for suggesting that I had received the
refund and cashed the check. Such a suggestion is very insulting,
especially that it comes from clearly unprofessional and non responsible people who represent the First Insurance
Company.Sincerely,
*** ***
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First
Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of $ When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms*** to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy *** Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
Dear Ms***,This is to acknowledge receipt of your letter dated April 25, 2018, regarding theabove referenced matter.We are in the process of reviewing this complaint and wi ll be in contact with youat a later date.Respectfully,Isaac K***Vice President?
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and months".This claimant is alleging that on or about January 27th or 28th she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior
painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paperThis claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April to September 1st 2015, paid a total of$5,towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,The documentation she*** *** ? ? *** *** *** ***
*** *** ** *** *** *** *** ***
** *** ? *** *** *** * *** *** *** *** *** ** ***
***? provided showed that some of the medical payments may have been paid by *** or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expensesWe also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, that all she wanted was$100,as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any paymentsWe understand that they have denied her claim.On November 2, we informed her that we had already paid most of the medical bills she submitted in JuneWe also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two itemsWe were processing reimbursement for one and requesting proof of payment for the secondAlso in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaintIf you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned
April 30, 2018RevDex.com of Hawaii, IncBishop Street Suite 615Honolulu, HI 96813This will respond to the above customer's complaint regarding FirstInsurance Company of HawaiiWe have reviewed the circumstances and havedetermined this matter was handled appropriately.As background, the complaint relates to a tent that was set up on ourinsured's property for a family gatheringThe complainant, who is not ourinsured, filed a claim alleging that the tent was windblown and caused damage toher vehicle on March 17, 2018.Upon receiving her claim, we explained to the complainant that thehomeowners insurance policy we issued covers claims for which our insured islegally liableAs a resuit, in order for our insured's policy to cover thecomplainant's claim, the damage to her vehicle must have been caused by ourinsured's negligence, rather than a random weather event.Our investigation revealed that the claim was in fact caused by asudden, isolated gust of wind on an otherwise calm dayFurthermore, theinvestigation confirmed d that our insured had properly secured the tent.However, due to the abrupt, heavy gust of wind, the tent's legs were broken.This event was unforeseeable and unpreventable by our insuredAs such, wefound that our insured was not negligent, and therefore not legally responsible forthe damage to the complainant's vehicleWard Avenue, Honolulu Hawaii 96814Mailing Address: PO Box 2866, Honolulu, Hawaii 96803P: Neighbor Islands and Continental U.S800.272.5202Claims DeptF: 808.545.3120FICOH.COMOn March 29, 2018, we explained the results of our investigation to thecomplainantSince the complainant disagreed with our decision, we indicatedwe would investigate further, but would likely reach the same conclusion that ourinsured was not legally liable.On April12, 2018, the complainant contacted us concerning alandscaper who witnessed the eventWe interviewed the witness on April 13,2018, in the presence of the complainantHowever, he did not corroborate thecomplainant's version of eventsInstead, he confirmed the tent was properlysecured immediately before the sudden gust of wind.In light of the foregoing, we formally denied the complainant's claim onApril 19, We further explained to the complainant via telephone that thebest course of action would be to file a claim with her automobile insurance.We trust that the above adequately addresses this complaintIf youhave any questions concerning any point discussed above, or requires anyadditional information in connection with your investigation of this matter, pleasecontact the undersigned.Sincerely,MarieW***Assistant Vice PresidentClaims527-
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer ? We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements
.The complainant is insured with First Insurance Company of Hawaii? We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak? This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10,the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back? The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have.?
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and 9 months".This claimant is alleging that on or about January 27th or 28th 2015 she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior...
painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paper. This claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd 2015. In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April 2015 to September 1st 2015, paid a total of$5,867.46 towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, 2016 when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,000. The documentation she[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] provided showed that some of the medical payments may have been paid by [redacted] or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, 2016 First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expenses. We also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, 2016 that all she wanted was$100,000 as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any payments. We understand that they have denied her claim.On November 2, 2016 we informed her that we had already paid most of the medical bills she submitted in June. We also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two items. We were processing reimbursement for one and requesting proof of payment for the second. Also in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaint. If you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned.
Dear Ms [redacted] :The following is in response to the message received on 5/15/regarding the above captionedcomplaint.Through further investigation we have discovered the root cause of the issue which is as follows:On February 20, First Insurance Company of Hawaii, Ltd{"FICOH") received a request from Mr[redacted] 's agent, [redacted] , to cancel the policy effective January 12, The addresson the cancellation request that our Customer Service department referred to reflected [redacted] ***Therefore, all correspondence was mailed to this address.In our initial response, it was not our intent to convey the message that the refund check was cashed.Our records incidate that the check was not returned as undeliverable and that the check was notcashed; hence, why we stated we would contact Mr [redacted] to determine his correct mailingaddress and would reissue the check.We apologize for the miscommunication and oversightFICOH will put a stop payment on the refundcheck that was mailed in We will mail a new refund check to [redacted] .Regards,Stephanie *T [redacted] , CPCU, ARM, CRMVice President, Corporate Underwriting
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy? In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of? $? When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere? The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms [redacted] to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers? In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy [redacted] Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and months".This claimant is alleging that on or about January 27th or 28th she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paperThis claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April to September 1st 2015, paid a total of$5,towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,The documentation she [redacted] [redacted] [redacted] provided showed that some of the medical payments may have been paid by [redacted] or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expensesWe also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, that all she wanted was$100,as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any paymentsWe understand that they have denied her claim.On November 2, we informed her that we had already paid most of the medical bills she submitted in JuneWe also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two itemsWe were processing reimbursement for one and requesting proof of payment for the secondAlso in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaintIf you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer ? We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements .The complainant is insured with First Insurance Company of Hawaii? We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak? This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10,the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back? The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have.?
Dear Ms [redacted] ,This is to acknowledge receipt of your letter dated April 25, 2018, regarding theabove referenced matter.We are in the process of reviewing this complaint and wi ll be in contact with youat a later date.Respectfully,Isaac K***Vice President?
April 30, 2018RevDex.com of Hawaii, IncBishop Street Suite 615Honolulu, HI 96813This will respond to the above customer's complaint regarding FirstInsurance Company of HawaiiWe have reviewed the circumstances and havedetermined this matter was handled appropriately.As background, the complaint relates to a tent that was set up on ourinsured's property for a family gatheringThe complainant, who is not ourinsured, filed a claim alleging that the tent was windblown and caused damage toher vehicle on March 17, 2018.Upon receiving her claim, we explained to the complainant that thehomeowners insurance policy we issued covers claims for which our insured islegally liableAs a resuit, in order for our insured's policy to cover thecomplainant's claim, the damage to her vehicle must have been caused by ourinsured's negligence, rather than a random weather event.Our investigation revealed that the claim was in fact caused by asudden, isolated gust of wind on an otherwise calm dayFurthermore, theinvestigation confirmed d that our insured had properly secured the tent.However, due to the abrupt, heavy gust of wind, the tent's legs were broken.This event was unforeseeable and unpreventable by our insuredAs such, wefound that our insured was not negligent, and therefore not legally responsible forthe damage to the complainant's vehicleWard Avenue, Honolulu Hawaii 96814Mailing Address: PO Box 2866, Honolulu, Hawaii 96803P: Neighbor Islands and Continental U.S800.272.5202Claims DeptF: 808.545.3120FICOH.COMOn March 29, 2018, we explained the results of our investigation to thecomplainantSince the complainant disagreed with our decision, we indicatedwe would investigate further, but would likely reach the same conclusion that ourinsured was not legally liable.On April12, 2018, the complainant contacted us concerning alandscaper who witnessed the eventWe interviewed the witness on April 13,2018, in the presence of the complainantHowever, he did not corroborate thecomplainant's version of eventsInstead, he confirmed the tent was properlysecured immediately before the sudden gust of wind.In light of the foregoing, we formally denied the complainant's claim onApril 19, We further explained to the complainant via telephone that thebest course of action would be to file a claim with her automobile insurance.We trust that the above adequately addresses this complaintIf youhave any questions concerning any point discussed above, or requires anyadditional information in connection with your investigation of this matter, pleasecontact the undersigned.Sincerely,MarieW***Assistant Vice PresidentClaims527-
Thank you for your prompt replyNo, unfortunately we had already taken the bed cover sheet out the washer MrT [redacted] does not live in Hawaii, so his property manager came when we called him in regards to the water and took the sheet with himWe chose not to reply to First Insurance because of advice received from AirBnB, to not respondAlso, were not told to bring our own insurance to the trip, so I did not find it necessary to communicate with themIt would be somewhat reasonable to reply had I been provided information about FICOH prior to the trip, but that was not the caseI had no reason to respond to FICOHWe had no responsibility to anyone but AirBnBMrT [redacted] did not contact me again once AirBnB denied his request for more money from usIt’s strange, because in his original request MrT [redacted] said that $deductible would cover all damages, including the neighbor’s damagesThis was more reason for me to not reply to FICOHMrT [redacted] called his own repairmen to fix the washer, but did not provide us with any documents saying it was our faultI'm attaching some relevant documents hereThank you for your help,Khushbu S***
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements
.The complainant is insured with First Insurance Company of Hawaii We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10, , the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have
Dear Ms***:The following is in response to the message received on 5/15/regarding the above captionedcomplaint.Through further investigation we have discovered the root cause of the issue which is as follows:On February 20, First Insurance Company of Hawaii, Ltd{"FICOH") received a request from Mr.***'s agent, *** ***, to cancel the policy effective January 12, The addresson the cancellation request that our Customer Service department referred to reflected ***
*** ** *** *** ** ***Therefore, all correspondence was mailed to this address.In our initial response, it was not our intent to convey the message that the refund check was cashed.Our records incidate that the check was not returned as undeliverable and that the check was notcashed; hence, why we stated we would contact Mr*** to determine his correct mailingaddress and would reissue the check.We apologize for the miscommunication and oversightFICOH will put a stop payment on the refundcheck that was mailed in We will mail a new refund check to *** *** *** *** ***
***.Regards,Stephanie *T***, CPCU, ARM, CRMVice President, Corporate Underwriting
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
May 11,2018Revdex.com Northwest + PacificStation Drive, Suite 222DuPont, WA 98327Dear Ms***:The following is in response to the inquiry dated April 21, regarding the above captionedcomplaint.On February 10, 2017, First Insurance Company of Hawaii, Ltd("FICOH")
received a request from Mr.***'s agent, *** ***, to cancel the policy effective January 12, 2017.On February 13, 2017, FICOH issued a cancellation memo reflecting a refund of $The refundcheck was processed shortly thereafter and mailed to Mr***'s last known addressOurrecords indicate that the check was not returned as undeliverable.However, we will contact Mr*** to determine his correct mailing information and reissue therefund check.Regards,Stephanie *T***, CPCU, ARM, CRMVice President, Corporate Underwriting
Thank you for your prompt reply. No, unfortunately we had already taken the bed cover sheet out the washer. MrT*** does not live in Hawaii, so his property manager came when we called him in regards to the water and took the sheet with himWe chose not to reply to First
Insurance because of advice received from AirBnB, to not respondAlso, were not told to bring our own insurance to the trip, so I did not find it necessary to communicate with themIt would be somewhat reasonable to reply had I been provided information about FICOH prior to the trip, but that was not the caseI had no reason to respond to FICOHWe had no responsibility to anyone but AirBnBMrT*** did not contact me again once AirBnB denied his request for more money from usIt’s strange, because in his original request MrT*** said that $deductible would cover all damages, including the neighbor’s damagesThis was more reason for me to not reply to FICOHMrT*** called his own repairmen to fix the washer, but did not provide us with any documents saying it was our faultI'm attaching some relevant documents here. Thank you for your help,Khushbu S***
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First
Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of $ When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms*** to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy *** Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
Complaint: ***
I am rejecting this response because:
I absolutely reject the explanation given by the First
Insurance Company about my complaint, nr***. It contains not only the information that can’t
be true, but also insults me suggesting that I had received the refund and
cashed their check.
The Company states says that the refund was sent to the “Mr
***’s last known address”. My
“last known address” is clearly written in the contract issued by the Company
on 05/08/16. It is: *** *** *** *** *** ** *** and I live under this address for many yearsI would like to see the address the refund was
sent to. Was it the same address? Maybe the check was not sent at all? Knowing now a little more about the First
Insurance Company I know it may be a possibility
I DEMAND TWO APOLOGIES FROM THE FIRST
INSURANCE COMPANY:
1.
Apology for having taken almost a year and a
half before returning my refund (I assume it will happen, but, of course, I
know I can’t be absolutely certain)
2.
Apology for suggesting that I had received the
refund and cashed the check. Such a suggestion is very insulting,
especially that it comes from clearly unprofessional and non responsible people who represent the First Insurance
Company.Sincerely,
*** ***
The following is in response to the letter dated June 7, regarding the above captioned complaint.We understand our customer's frustration at receiving numerous invoices regarding her policyThank you for bringing this to our attention as it will help us improve our operation and services.First
Insurance Company of Hawaii's ("First Insurance") system automatically issues renewals and customers are not required to sign documents to renew their insurance policy In this case, the policy renewal offer and premium invoice was sent to the insured on 1/07/noting a deposit premium of $ When the deposit premium was not paid in full, multiple payment reminder notices were issued and mailed to the insured until we were notified that the policy was cancelled.Also, during the same period of time, First Insurance received requests from Ms***'s insurance agent to endorse the policy, which changed certain terms and conditions resulting in additional invoices.We did not receive Ms***'s request to cancel her policy until 5/10/because coverage was placed elsewhere The late notice cancellation was processed in a timely mannerOn 5/17/2016, a Cancellation Memo was sent to Ms*** to inform her that her policy CGL was cancelled effective 3/22/with an amount due of $524.00.First Insurance would like to clarify there was no glitch in its policy systemThe system operated properlyThe multiple notices were sent due to the untimely processing of the agent's request and the late notice of the cancellationHowever, please be assured that First Insurance does not retain any monies owed to our customers In accordance with policy provisions, this is a "short rate" cancellation which is the reason that $is still due and owingPolicy *** Common Policy Conditions Item Astates "If the first Named Insured cancels, the refund may be less than pro rataThe cancellation will be effective even if we have not made or offered a refund." First Insurance is waiving the service fees related to this policy.First Insurance has handled this cancellation and refund in compliance with state law and regulation as well as in accordance with the terms and conditions of the policy
Dear Ms***,This is to acknowledge receipt of your letter dated April 25, 2018, regarding theabove referenced matter.We are in the process of reviewing this complaint and wi ll be in contact with youat a later date.Respectfully,Isaac K***Vice President?
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and months".This claimant is alleging that on or about January 27th or 28th she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior
painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paperThis claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April to September 1st 2015, paid a total of$5,towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,The documentation she*** *** ? ? *** *** *** ***
*** *** ** *** *** *** *** ***
** *** ? *** *** *** * *** *** *** *** *** ** ***
***? provided showed that some of the medical payments may have been paid by *** or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expensesWe also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, that all she wanted was$100,as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any paymentsWe understand that they have denied her claim.On November 2, we informed her that we had already paid most of the medical bills she submitted in JuneWe also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two itemsWe were processing reimbursement for one and requesting proof of payment for the secondAlso in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaintIf you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned
April 30, 2018RevDex.com of Hawaii, IncBishop Street Suite 615Honolulu, HI 96813This will respond to the above customer's complaint regarding FirstInsurance Company of HawaiiWe have reviewed the circumstances and havedetermined this matter was handled appropriately.As background, the complaint relates to a tent that was set up on ourinsured's property for a family gatheringThe complainant, who is not ourinsured, filed a claim alleging that the tent was windblown and caused damage toher vehicle on March 17, 2018.Upon receiving her claim, we explained to the complainant that thehomeowners insurance policy we issued covers claims for which our insured islegally liableAs a resuit, in order for our insured's policy to cover thecomplainant's claim, the damage to her vehicle must have been caused by ourinsured's negligence, rather than a random weather event.Our investigation revealed that the claim was in fact caused by asudden, isolated gust of wind on an otherwise calm dayFurthermore, theinvestigation confirmed d that our insured had properly secured the tent.However, due to the abrupt, heavy gust of wind, the tent's legs were broken.This event was unforeseeable and unpreventable by our insuredAs such, wefound that our insured was not negligent, and therefore not legally responsible forthe damage to the complainant's vehicleWard Avenue, Honolulu Hawaii 96814Mailing Address: PO Box 2866, Honolulu, Hawaii 96803P: Neighbor Islands and Continental U.S800.272.5202Claims DeptF: 808.545.3120FICOH.COMOn March 29, 2018, we explained the results of our investigation to thecomplainantSince the complainant disagreed with our decision, we indicatedwe would investigate further, but would likely reach the same conclusion that ourinsured was not legally liable.On April12, 2018, the complainant contacted us concerning alandscaper who witnessed the eventWe interviewed the witness on April 13,2018, in the presence of the complainantHowever, he did not corroborate thecomplainant's version of eventsInstead, he confirmed the tent was properlysecured immediately before the sudden gust of wind.In light of the foregoing, we formally denied the complainant's claim onApril 19, We further explained to the complainant via telephone that thebest course of action would be to file a claim with her automobile insurance.We trust that the above adequately addresses this complaintIf youhave any questions concerning any point discussed above, or requires anyadditional information in connection with your investigation of this matter, pleasecontact the undersigned.Sincerely,MarieW***Assistant Vice PresidentClaims527-
Thank you for your letter dated August 15, regarding a complaint received from a First Insurance customer ? We have been timely in our investigation of this claim and addressed the insured's communications adequately and timely in accordance with any Hawaii Insurance Division requirements
.The complainant is insured with First Insurance Company of Hawaii? We received notice of loss on August 7, and assigned claim number 201707174CC It was reported that the complainant had interior water damagefrom a bath tub leak? This claim was assigned to an adjuster on August 7, and the adjuster contacted the complainant the same day.On the afternoon of August 10,the complainant contacted the adjuster who was unavailable and left a voice mail for the adjuster to call back? The adjuster returned the complainant's call and spoke to the complainant the morning of August 11, We are continuing to investigate and adjust this claim to determine the cause and the appropriate compensation for the insured.Thank you for the opportunity to respond to this complaint and we are prepared to address any additional questions the complainant or your department may have.?
This will respond to the above customer's complaint that First Insurance Company has ignored her for "a year and 9 months".This claimant is alleging that on or about January 27th or 28th 2015 she tripped on "a mess" left by First Insurance's insured, a painting contractor who had been doing exterior...
painting on the building where she lives.The painting contractor denies that there was anything on the floor other than properly taped protective paper. This claimant was well aware of the painting project, which had been ongoing for several weeks, and the presence of the taped paper.There were no witnesses to her alleged accident, which was only reported to her condominium association on February 3rd 2015. In tum First Insurance was first made aware of her claim by the condominium association's insurance company on March 3rd 2015.First Insurance offered this claimant the benefit of our no-fault medical payment coverage and, from April 2015 to September 1st 2015, paid a total of$5,867.46 towards her care while keeping her appraised of which expenses were reimbursable under our coverage and which were not.First Insurance received no further communication from this claimant·until June 10th, 2016 when she wrote that she had been unable to find an attorney to represent her in this case and she was making a claim for somemedical bill reimbursements and a demand for $100,000. The documentation she[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] provided showed that some of the medical payments may have been paid by [redacted] or already processed through our medical payment coverage.First Insurance also received from her condominium association's insurance a letter advising us that she had also made a claim against them for reimbursement of her medical expenses and for compensation for her fall.On August 19, 2016 First Insurance advised her that we needed the receipts and invoices to consider payment of the claimed medical expenses. We also advised her that we would consider her request for compensation after addressing these outstanding bills.This claimant responded on August 22, 2016 that all she wanted was$100,000 as compensation for her pain and suffering.Since she had also made a claim against her condominium association's insurance, we contacted them to confirm whether they had made any payments. We understand that they have denied her claim.On November 2, 2016 we informed her that we had already paid most of the medical bills she submitted in June. We also advised her that theremaining expenses were not covered under the medical payment coverage, with the exception of two items. We were processing reimbursement for one and requesting proof of payment for the second. Also in this email, we advised her, regarding the claim for compensation for pain and suffering, that we do not see this as a case of clear liability; however, we will further correspond with her condominium association's insurance concerning liability and will revert back to her.The above summary shows that this claimant has not been ignored.We trust that the above adequately addresses this complaint. If you have any questions concerning any point discussed above, or requires any additional information in connection with your investigation of this matter, please contact the undersigned.