Sentry Insurance a Mutual Company

This letter serves as our response to your correspondence dated March 31, 2015, for the above referenced
case. We respectfully request that the ‘unresolved’ status be removed for case [redacted]
as we feel we have made a good faith effort to resolve Mr. [redacted]’s concerns.
Complaint Timeline:
March 5, 2015 Acknowledged receipt of Mr. [redacted]’s complaint from the Revdex.com.
March 6, 2015 Acknowledged receipt of Mr. [redacted]’s rejection to our ‘company’s response’, which
was only our acknowledgement to the complaint emailed to you the previous day.
March 9, 2015 Middlesex Insurance Company promptly responded in writing to Mr. [redacted].
Middlesex Insurance Company’s complaint handling procedures mandate protecting personal
information when responding to non-regulatory agency complaints such as the Revdex.com
by only corresponding with the complainant. If you require copies of our company’s responses, you may
request direct from Mr. [redacted].
The company’s response to a complaint may not always be the desired response and the fact that the
complainant does not accept the company’s response should not deem a complaint as being
‘unresolved’, which could mean unanswered to potential customers that view the Revdex.com
Business Review for our company.
Middlesex Insurance Company is committed to promptly and fully resolving customer complaints.
Policies and procedures are in place emphasizing our responsibility to meet the legitimate expectations
of our customers in a timely fashion.
Thank you in advance for your consideration and we look forward to a favorable reply.

Unfortunately when we received the proof of home ownership and added the discount back on the policy, our policy system erroneously generated an additional premium due bill that was mailed to Mr. [redacted].  As of November 24, 2014, we confirmed verbally with Mr. [redacted] that the premium due bill was produced in error and that he could disregard.  There is no longer an outstanding balance due on the policy and Mr. [redacted] is satisfied with the outcome. Regards, [redacted] 
[redacted] 
[redacted] 
[redacted]  [redacted] 
[redacted]  [redacted]  
[redacted]  [redacted] 
[redacted]  [redacted]

YOUR FILE NUMBER: [redacted]COMPLAINANT: [redacted]INSURANCE COMPANY: Dairyland Insurance CompanyThank you for your correspondence of January 09, 2015, regarding [redacted]. We regret that Mr. [redacted] felt it necessary to contact the Revdex.com. Under these...

circumstances, it is Dairyland Insurance Company’s policy to communicate directly with the insured. Upon review of the policy file, we will correspond with Mr. [redacted] within the next four business days regarding his concerns.If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Missouri. Please be assured that Dairyland Insurance Company takes all complaints seriously and is committed to resolving them. Thank You[redacted]

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: [redacted]INSURANCE COMPANY: Peak Property and Casualty Insurance CorporationThank you for your correspondence dated November 24, 2014, regarding [redacted]. We regret that Mr. [redacted] felt it necessary to contact the Better Business...

Bureau. Under these circumstances, it is Peak Property and Casualty’s policy to communicate directly with theinsured. Please note that we also received a complaint via social media from Mr. [redacted] and are addressing his concerns directly with him. If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in North Carolina.Please be assured that Peak Property and Casualty takes all complaints seriously and is committed to resolving them.[redacted]Consumer Affairs Specialist

YOUR FILE NUMBER: [redacted]COMPLAINANT: [redacted]INSURANCE COMPANY: Dairyland Insurance CompanyThank you for your correspondence of December 15, 2014, regarding [redacted]. We regret that Mr. [redacted] felt it necessary to contact the Revdex.com. Under these...

circumstances, it is Dairyland Insurance Company’s policy to communicate directly with the claimant. Upon review of the claim file, we will correspond with Mr. [redacted] within the next four business days regarding his concerns.If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Vermont.Please be assured that Dairyland Insurance Company takes all complaints seriously and is committed to resolving them.Thank you.[redacted]Consumer Affairs Specialist

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]
 
 I will wait 4 days as stated to hear of their resolve.  Thank you

This will acknowledge receipt of the complaint from [redacted] under your file number referenced above. Our company’s complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Revdex.com, and we...

will only be corresponding with the complainant. Regards, [redacted] Consumer Affairs Specialist Sentry Insurance a Mutual Company [redacted]
[redacted]  [redacted] 
[redacted]  [redacted]  
[redacted]  [redacted] 
[redacted]  [redacted]

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: [redacted]INSURANCE COMPANY: Peak Property and Casualty Insurance CorporationThank you for your correspondence dated October 15, 2014, regarding [redacted]. We regret that Ms. [redacted] felt it necessary to contact the Better Business...

Bureau. Under these circumstances, it is Peak Property and Casualty’s policy to communicate directly with the insured. Upon review of the claim file, we will correspond with Ms. [redacted] within the next four business days regarding her concerns.If Ms. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Wisconsin.Please be assured that Peak Property and Casualty takes all complaints seriously and is committed to resolving them.[redacted]Consumer Affairs Specialist

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.
I'm not sure if this is where I am supposed to reply or if I am supposed to call or not.  I want to further my complaint.  The letter the claim manager wrote to you, the Revdex.com, had false information in it.  The claims manager wrote to you that I was asked to show my marriage license because I had signed the title to my car incorrectly.  That is not what happened at all.  I was asked to sign the title how my name appeared on the car title and I did.  When I bought the car, I was married and my last name was different than it is now.  When I filed this claim, I had been divorced for several months and my last name was back to my maiden name.  So, they asked me to show them my divorce papers.  It took them 3 days to get that situation handled.  If she is the claims manager, shouldn't she know this?  She is supposed to be in charge of the claims department, yet she has no idea what is going on with my claim and I called her several times and always got her answering machine.  The one time that I did get in touch with her, she forwarded me to the person I had been dealing with before her when, the reason I asked to speak to her was because he wasn't helping me.  She couldn't give me the information I needed and she is the manager of that department.  That is unacceptable.   Furthermore, this company, in its letter to you, the Revdex.com, wrote that they offered me an extra $20 a day due to lost time and that I accepted this.  They did not tell me I had options, I did not necessarily accept it because if  I had known that they were giving it to me because the Revdex.com had gotten involved, I would have asked for the $60 a day that I would have made at my job, that I had to miss out on for 2.5 weeks because  they were not running their business correctly.  There was a stretch of nearly 2 weeks, it was actually 13 days where I could not even get ahold of them to find out what I needed to do next.  In that time, I was missing work. They did send me payment today and I do not wish to have anything to do with them ever again.  Like I said in my initial complaint, they were rude, they did not call me back when I left messages, they were difficult to contact, they took 30 days to settle my claim and issue me payment, they hung up on my insurance agent when he called and they mocked me when I called them.  It was a nightmare and I hope that no one ever has to deal with this insurance company again.  I don't think they should be allowed to be in business.
Regards,
[redacted]

YOUR FILE NUMBER: [redacted]COMPLAINANT: [redacted]INSURANCE COMPANY: Dairyland Insurance CompanyThank you for your correspondence of December 29, 2014, regarding [redacted]. We regret that Ms. [redacted] felt it necessary to contact the Revdex.com. Under these circumstances, it...

is Dairyland Insurance Company’s policy to communicate directly with theclaimant. Upon review of the claim file, we will correspond with Ms. [redacted] within the next four business days regarding her concerns.If Ms. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Maine.Please be assured that Dairyland Insurance Company takes all complaints seriously and is committed to resolving them.

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: [redacted]INSURANCE COMPANY: Viking Insurance Company of WisconsinThank you for your correspondence dated October 22, 2014, regarding [redacted]. We regret that Mr. [redacted] felt it necessary to contact the Revdex.com....

Under these circumstances, it is Viking’s policy to communicate directly with the claimant. Upon review of the claim file, we will correspond with Mr. [redacted] within the next four business days regarding his concerns.If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in California.Please be assured that Viking takes all complaints seriously and is committed to resolving them.Sincerely,[redacted]Consumer Affairs Specialist

Thank you for your letter of March 03, 2015, regarding [redacted]. We regret that Mr.
[redacted] felt it necessary to contact the Revdex.com. Under these circumstances,
it is Middlesex Insurance Company’s policy to communicate directly with the claimant. Upon
review of the claim file,...

we will correspond with Mr. [redacted] within the next four business days
regarding his concerns. If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file
a complaint with the state insurance department, which is the regulatory agency governing
insurance companies doing business in Washington. Please be assured that Middlesex takes all complaints seriously and is committed to
resolving them.
[redacted]
Consumer Affairs Specialist

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: Richard [redacted] / A & R Enterprises of Abbotsford, LLCINSURANCE COMPANY: Sentry Insurance A Mutual CompanyThis will acknowledge receipt of your email dated December 10, 2014, regarding the above referenced file.Please be advised that [redacted] also filed a complaint with the Wisconsin Department of Insurance, which we will be responding to directly with Mr. [redacted] and the insurance department.Due to confidentiality reasons, I am unable to enclose copies of correspondence related to this matter between Sentry Insurance A Mutual Company and Mr. [redacted] however, he may provide to you upon request.It is our hope that the information provided is sufficient in resolving this matter with your Bureau however, should you have any additional questions, please contact me at [redacted].Thank you.Sincerely,[redacted]

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: [redacted]INSURANCE COMPANY: Sentry Insurance a Mutual CompanyThank you for your correspondence of November 11, 2014, regarding [redacted]. We regret that Mr. [redacted] felt it necessary to contact the Revdex.com....

Under these circumstances, it is Sentry Insurance’s policy to communicate directly with the claimant. Upon review of the claim file, we will correspond with Mr. [redacted] within the next four business days regarding his concerns.If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Arizona.Please be assured that Sentry takes all complaints seriously and is committed to resolving them promptly.[redacted]Consumer Affairs Specialist

YOUR FILE NUMBER: [redacted]
COMPLAINANT and/or INSURED: [redacted]
INSURANCE COMPANY: Dairyland County Mutual Insurance Company of Texas
Thank you for your letter of March 30, 2015 regarding [redacted]. We regret that [redacted] felt it necessary to contact the Revdex.com....

Under these circumstances,
it is Dairyland’s policy to communicate directly with the complainant. Upon review of the
claim file, we will correspond with Ms. [redacted] within the next four business days regarding
her concerns.
If Ms. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file
a complaint with the state insurance department, which is the regulatory agency governing
insurance companies doing business in Texas.
Please be assured that Dairyland takes all complaints seriously and is committed to resolving
them.
[redacted] Consumer Affairs Specialist

YOUR FILE NUMBER: [redacted]COMPLAINANT and/or INSURED: [redacted] / A & R Enterprises of Abbotsford, LLCINSURANCE COMPANY: Sentry Insurance a Mutual CompanyThank you for your correspondence of November 21, 2014, regarding [redacted] of A & R Enterprises of Abbotsford, LLC. We...

regret that Mr. [redacted] felt it necessary to contact the Revdex.com. Under these circumstances, it is Sentry Insurance’s policy to communicate directly with the insured. Upon review of the policy file, we will correspond with Mr. [redacted] within the next four business days regarding his concerns.If Mr. [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Wisconsin.Please be assured that Sentry takes all complaints seriously and is committed to resolving them promptly.

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.]I call the customer service and try to resolve this issue but I still got nowhere. So that's why I filed a complaint with the Revdex.com because they're not doing good business first of all what you customer service should never lie to customers. Why am I obligated to stay with insurance company when I'm getting poor service. so all I want is to stop being contacted by dairyland and  close my account. And I don't want to pay a cancellation fee 
Regards,
[redacted]

Review: On February 17th 2015, while on the way to work I was rear ended. I was not injured, but my car was pretty badly damaged. The gentleman who hit me and I pulled to the side of the road to investigate the damage and for me to get his insurance information. After I gathered all of his information, I placed a call to his insurance company (Dairyland Insurance) and set up a claim. The lady I spoke with was very helpful and made the process very easy. She insured that I would be receiving a call that day to speak with an agent to proceed with my claim. Here is where the problems started. I did not receive a call on the 17th. I called on the 18th over and over until the agent [redacted] answered. She told me my claim had been transferred to another agent, [redacted] because they did not know if the gentleman who hit me was covered. I spoke with [redacted] and he said that he had started an investigation into if there was coverage or not. I then placed a call with my insurance company to place another claim as directed by [redacted]. This was on February 18th and every time I call my insurance company, they call [redacted] and he tells them its still under investigation. It has been two weeks now and I haven't got any word as to if my car is going to get fixed, if the guy who hit me has coverage or if anyone knows anything besides "it under investigation". My insurance can't move forward on helping me until [redacted] with Dairyland Insurance says there is or isn't coverage. this has become a major inconvenience for me and I was hoping the Revdex.com could help.Dairyland Insurance - [redacted]Desired Settlement: I need the claim paid so I can repair my vehicle and reimbursement for the ware and tear on my secondary vehicle.

Business

Response:

Thank you for your letter of March 03, 2015, regarding [redacted]. We regret that Mr.

[redacted] felt it necessary to contact the Revdex.com. Under these circumstances,

it is Middlesex Insurance Company’s policy to communicate directly with the claimant. Upon

review of the claim file, we will correspond with Mr. [redacted] within the next four business days

regarding his concerns.

Review: Husband and I signed up with Dairyland in December of 2012. Everything was fine till Feb when Dairyland was attempting to take funds from our acct on a monthly basis. Then when that was corrected, I would go online to our dairyland acct and make a payment prior to due date. A few days later we would get something in the mail stating that our policy was cancelled. I would have to call, they verified the payment but the payment didn't post to our acct. This has happened 3 times since then. The last time it happened which was middle of July, I explained that this was an on going issue and I shouldn't have to call for them to post our payment to our acct if we make the payment online. Then it ends up messing up our billing because the system showed our acct. cancelled when it should have never been. NOW, last week, July 30th, I scheduled a payment to come out of our acct on Aug. 2. We got a confirmation stating so, so we assumed we wouldn't have to do anything further. This was our first time actually scheduling a payment but I wanted to make sure it was done. Friday, Aug 2, I noticed a bank draft from Dairyland for 56.50, then credited back. I waited to see I the payment was being takin care of. When I was in my bank the following Monday, Aug 5th, I asked about the 73.00 that I scheduled to be taken out. The bank had no record of the payment. I called Dairyland the very next day to discuss where the payment was. After talking to two different reps and them telling me the policy cancelled, when it should have never been and whom of course put the blame on the customer, this was not the company's error, or it was something I did. Heard it all before and it turned out to be Dairyland EVERY SINGLE TIME! Finally get someone named [redacted]. She was patient enough to deal with me and I was hoping she would be able to assist me. We needed the acct to be back to active considering it was never to be cancelled in the first place. I told the rep numerous times that I need to take care of the 73.00 that was never taken out of the acct for whatever reason. The money was there, so that was not an issue. I even faxed over my bank statement showing the 56.50 that Dairyland took out, NOT myself or the bank like [redacted] tried to tell me when she finally called me back today, even tho she was suppose to call me back yesterday when I spoke with her after she received my fax. Still, after everything I have done to show that Dairyland did not do as they were suppose to, I, the customer is the one that gets blamed. I am now being told that to clear up the balance we have to pay 132.09 which is July and Aug. (Aug isnt due till the 18th) THEN more money to reinstate. THIS IS NOT RIGHT!! We have had nothing but issues when it came to our payments and we get an excuse everything. Even on the 56.50 that Dairyland took out then credited back to our acct, Dairyland is still saying it wasn't them whom did it. Then who?!! 3rd party has access to their billing system? Access to my bank info?? I am tired of hearing the excuses that Dairyland provides. When Customer makes a payment, it shouldnt be placed to their acct with no worries. Instead we get letters and we are having to waste time on the phone to correct something that was their fault. All we want and wanted was to pay the 73.00 they never took out of the acct as I scheduled to be done. Instead they attempt another amount and put it back. So now it's the customer's fault? We should not have to pay anymore than what was billed and the policy should have never been cancelled.Desired Settlement: We would like to settle this and correct it. Pay what we owe, $73.00 and continue on with our service.

Business

Response:

Thank you for your letter of August 8, 2013 regarding [redacted]. We regret that [redacted] felt it necessary to contact the Revdex.com. Under these circumstances, it is Dairyland County Mutual’s policy to communicate directly with the insured. Upon review of the policy, we will correspond with [redacted] within the next four business days regarding her concerns.

If [redacted] prefers to seek the assistance of a third party, the appropriate channel is to file a complaint with the state insurance department, which is the regulatory agency governing insurance companies doing business in Texas.

Please be assured that Dairyland County Mutual takes all complaints seriously and is committed to resolving them.

Consumer Relations Specialist

Review: I PAID THE OFFICE IN SHELL LAKE 313.31 ON 5-2-2014 AND 6-4-2014, FOR HIGH RISK INSURANCE THAT THE JUDGE IN SHELL LAKE SAID HE NEEDED BEFORE HE COULD GET A TEMPORARY LICENSE TO DRIVE TO WORK. THE JUDGE REFUSED TO ISSUE HIS LICENSE A FEW WEEKS LATER. I TOLD THE INSURANCE CO. AND THEY SAID THEY COULD NOT REFUND THE MONEY. MY SON ASKED IF HE COULD TRANSFER IT TO HIS SON'S NAME AND THEY ALSO SAID NO. I ASKED HOW DO I GET MY MONEY BACK? THEY TOLD ME THAT THEY WOULD HAVE TO SEND A REFUND. I HAVE WAITED A MONTH OR TWO. AND STILL NO REFUND. I CALLED TODAY AND THEY SAID MY SON WAS SUPPOSE TO COME IN AND CANCEL IT. HE WAS NEVER TOLD THIS,NOr WAS I. NOW THEY SAY IT WILL BE PRORATED WHATEVER THAT MEANS. THERE IS ABSOLUTELY NO REASON THAT MONEY COULD NOT BE REFUNDED TO ME WHEN I CALLED AND TOLD THEM HE COULD NOT GET HIS LICENSE. WHY WOULD HE NEED TO GET HIGH RISK INSURANCE EVEN IF HE DOESN'T HAVE A LICENSE?I FEEL AS THOUGH I HAVE BEEEN RIPPED OFF OF 331.00, THAT I CAN'T Afford to give away.I WOULD APPRECIATE ANYTHING YOU CAN DO TO HELP RESOLVE THIS SITUATION. my name is [redacted] and my phone # is [redacted]. thank you for your time and effort ahead of time.Desired Settlement: money back paid for insurance that wasn't even in affect for a week or so.

Business

Response:

YOUR FILE NUMBER: [redacted]