Shelter Insurance Corp Office

Although he may have rejected our response, I explained the basis for our fair offer and advised him he could contact the Department of Insurance if he still has questions since they have jurisdiction over this matter His mother still has the option of settling the claim with her own insurance company and we will respond to their subrogation demandSince she was not the at fault driver, it should have no impact on her rates with [redacted] They also offered to provide her a rental vehicle

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @shelterinsurance.com The October 9, accident was reported by the claimant on October 14, After obtaining our insureds statement, we accepted liability the next dayRepairs and a rental vehicle were quickly authorizedAs she reported, that portion of the claim was completed in a timely matter Regarding her injuries, she was not willing to complete the Medical Authorization form or provide a list of her medical providersInstead, she advised our adjuster that she had gone to the emergency room on her own accord after the accident and the CT scan of her neck and back and x-ray of her shoulder were inconclusiveAs an alternative, she opened a Medical Payments claim with her insurance company and was treating with a chiropractorSince she anticipated to weeks of treatments, she was instructed to contact us when she was done treating In the months that followed they exchanged emails and on January 21, she advised she was done treatingOn February 1, 2016, we received copies of her chiropractic bills and records for care from October 19, to January 21, Her treatment totaled $16,with $12,of that for the emergency room visit that was diagnostic in nature Our adjuster initially offered $19,to settle her claim and she has since increased it to $20,In contrast, the claimant initially demanded $45,and is currently asking for $30, Our offers have been in writing since she advised she prefers written communication over a phone callAccording to her latest email, she has an appointment with the [redacted] at 2:p.mtodayWe will work with her attorney should she decide to hire one and we will protect their attorney client privilege by communicating only with her attorney moving forward

In the complaint Mr [redacted] mentioned the rates increased caused the monthly withdrawal to increase 50% The change in the monthly withdrawal was the result of the rate increase filed with the State of Missouri Shelter Insurance filed a rate increase effective February 5, The rate increase was effective on the September 20, renewal In addition to the rate increase, the insured lost the Companion Policy Discount Shelter gives this discount to those who also insure their automobiles The Companion Policy Discount was taken off because Mr [redacted] canceled his Automobile policies They were canceled effective at 12:p.mon February 17, This discount was removed at the September 20, renewalAlthough the Companion Policy Discount was removed, the insured received the Protective Device Credit and No Claims Credit I would like to commend him on his excellent claims history The premium increase resulted in a change in the Monthly Payment Plan The monthly withdrawal increased from $to $ Shelter had to adjuster the monthly payment because the annual premium increased from $to $ The insured cancelled the Mobile Homeowner policy effective at 12:a.mon October 15, Enclosed are copies of the Cancellation letters Please advise if additional information is required

The [redacted] 's auto policies were issued in December We collected one month's premium and the balance was divided into monthly payments When their June 1, payment was returned insufficient, we kept the policies in force and agreed to deduct month's premium on July 1, from the new account they provided In the interim, they added their son to the policy that insured the Honda Pilot and the premium increased as a result On July 1st, we attempted to draft $from their new account Unfortunately, that transaction was declined and we received no funds As a result, we sent them notice that their policies would cancel effective July 18, At that point they still owed $for the Acura and $for the Honda Pilot for insurance coverage provided through that date The outstanding debt was paid on July 12, 2017, but we still need premium to continue coverage forward In addition, it is our business practice to charge a $reinstatement fee on each policy and policyholders with two bad drafts are not allowed to continue on the monthly planWe also do not wish to continue insuring their son based on information found on his MVR Shelter Agent [redacted] called Mrs [redacted] on Friday and explained we could reinstate their policies if they exclude their son as a driver and submit $in premium for a month policy term We recognize they may prefer to change companies and we respect their decisionIn the meantime, their policies are scheduled to cancel at 12:a.mon July 18, unless the premium is paid

[redacted] referred to claim ATfiled on August 7, He reported his scooter was stolen at 6:a.mon August 6, and he filed police report 170-Since his Shelter Insurance Automobile policy provides a rental reimbursement for up to days when a vehicle is stolen, we made a reservation at [redacted] According to [redacted] , he picked up a Hyundai Elan at 4:p.mon August 9, It was a new vehicle with only milesAt 9:p.mon August 18, 2017, he had an accident in the Hyundai and following an investigation, we accepted liability We paid for days of rental at $per day, damages to the claimant vehicle and we are currently awaiting a subrogation demand from [redacted] for damage to the HyundaiHe is responsible for his $Shelter Insurance collision deductible On August 22, he picked up another vehicle from [redacted] under the same reservation This time he had a Toyota Camry with miles On August 30, he reported two more accidents The first was at 6:p.mon August 28, This was a case of disputed liability and a final liability decision is pending In the meantime, [redacted] has already submitted a subrogation demand for $7,in damages to the Toyota Camry and he is responsible for his $collision deductible That same evening he was in another accident at 10:p.m Mr [redacted] reported he hit a cow in the same Hyundai that was involved in the earlier accident Once he turned in the vehicle, we paid for another days of rental at $per day Unfortunately, [redacted] was unwilling to provide him another since he'd had accidents in a short period of time The cow claim remains open pending further investigation, but it will likely be subject to his $comprehensive deductible versus a $collision deductible In summary, the Shelter Insurance Automobile policy provides up to days rental coverage when a vehicle is stolen, but we have no jurisdiction over any rental car company In fact, we can't force any company to rent to anyone, particularly someone involved in recent accidents I understand he was disappointed in not having transportation when his scooter was recovered stripped and burned on September 5, Regardless, we cannot be held responsible and we did pay for days of rental reimbursement between the two vehicles before [redacted] refused to rent another Mr [redacted] also disputed charges he incurred with [redacted] Those will need to be addressed by [redacted] What I do know is that we only owe for the rental cost of the vehicle and he is responsible for the deductible associated with each incident He also referred to a previous theft claim On August 21, he reported a scooter was stolen out of a parking lot and that claim was paid under his Renters Insurance policyThat time he presented a receipt for purchase, but no title since he hadn't registered the scooter yet I confirmed we did not pay delivery charges as he suggested, but we did pay for some tools he claimed were stolen at the same time A copy of the rental invoice from [redacted] is attached Our position on this matter has not changed, but I encourage him to return our calls so we can reach a settlement agreement

June 9, Re: Complainant: [redacted] Insured: [redacted] Claim No: [redacted] Company: Shelter Mutual Insurance Company To Whom It May Concern: I read the complaint filed by [redacted] and contacted claims Our investigation determined our insured was not liable for this loss due to conflicting statements Mr [redacted] stated when he pulled into the underground parking lot there was no one behind him So he stopped to figure out where to go While he was stopped Mr [redacted] rear-ended his vehicle Mr [redacted] said the impact was hard enough to knock his hat off Mr [redacted] stated he followed Mr [redacted] into the parking garage Mr [redacted] was a couple of truck lengths into the garage and stopped Mr [redacted] said he stopped about a truck length behind Mr [redacted] and waited for him to continue Then he saw Mr***'s backup lights come on and started to put his vehicle in reverse He checked his mirror but another car had just pulled behind him Mr [redacted] said before he could do anything, Mr [redacted] had hit his vehicle Mr [redacted] stated he blew his horn as he was hit Our investigation determined our insured was not liable for the collision due to conflicting statements regarding what occurred A police report was not filed and there were no witnesses to confirm what happened Therefore, Mr [redacted] 's claim was denied Sincerely, [redacted] Manager of Customer Communications

I read the complaint filed by [redacted] , reviewed the policy and contacted Agent [redacted] On November 14, 2017, Ms [redacted] was hit by a large transport van while waiting to exit the parking lotShelter has determined the claimant is liable After the claim occurred, the insured requested authorization for a rental vehicleOur adjuster explained rental reimbursement coverage was not on the Auto policy insuring the Jaguar when the claim occurred As Ms [redacted] stated Shelter authorized a rental when the BMW was stolen on February 9, The rental vehicle was authorized because rental coverage is automatically covered when a vehicle is stolen Agent [redacted] and [redacted] advised the [redacted] 's inquired about rental coverage when the BMW was stolen but opted not to add the coverage because it was provided for that claim Agent [redacted] advised the insured has not requested rental coverage until recently when the November 14, claim occurred [redacted] is adamant she never mentioned backdating the rental coverage because it is illegal Both the agent and [redacted] advised they were unaware the [redacted] 's had gotten married On November 17, the agent was notified of the marriage and submitted a policy change to reflect their marital status and added rental coverage We are sorry the insured did not have rental coverage for the claim Auto Policy Declarations were sent showing the coverageThe policy declaration for the BMW showed rental reimbursement coverage, whereas, the Jaguar did notIt is the insured's responsibility to review the coverage and make sure the coverage requested is correct If the coverage is incorrect, they should notify the agent The insured did not mention the rental coverage was not on the policy until after the loss occurred Since the coverage was not on the policy, Shelter will not authorize a rental

Initial Business Response / [redacted] (1000, 10, 2015/11/02) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @shelterinsurance.com I read the complaint filed by [redacted] on behalf of [redacted] and contacted claimsShelter Insurance also responded to the complaint Mr [redacted] filed with the Missouri Department of Insurance Ms [redacted] daughter took the insured vehicle without permissionThe vehicle was located by GPS in Springdale, ArkansasThe Springdale Police Department was notified to recover the vehicleOur insured decided to pick the vehicle up instead of towing it back to MissouriAdjuster [redacted] advised the insured Shelter would reimburse them for the towing and mileageThe insured was advised Shelter would pay cents per mileMr [redacted] explained the $policy deductible would apply Fortunately, when the vehicle was picked up there was no physical damage or obvious mechanical problemsThe towing cost $The insured drove miles to get the vehicleTherefore, we calculated the distance times for a total of miles at cents per mile or $The total incurred expense to pick up the vehicle was $The insured presented the bill to Shelter for reimbursementOur adjuster explained he could not issue payment because the amount was less than the $deductibleRegrettably, the insured did not agree that the deductible should applyOur adjuster explained the deductible would apply to this claim We apologize for whatever miscommunication that may have occurredHowever, no payment is owed because the claim did not exceed the $deductibleThank you for the opportunity to respond

Re: Revdex.com File No: [redacted] Insured: [redacted] ***Claim No: [redacted] I read the complaint filed by [redacted] and contacted claimsAs Mr [redacted] mentioned his vehicle was towed by [redacted] who was dispatched by [redacted] While hooking Mr***' vehicle to the tow truck the brakes failed and the truck rolled forward into the insured's golf cartThe tow truck driver said he would come back and fix the golf cart but Mr [redacted] wanted to file a claimMr [redacted] said he tried to work with [redacted] but they were not handling the claimTherefore, he filed a claim against his Shelter Insurance Homeowner policySince this occurred, [redacted] , the [redacted] Account Manager has worked in conjunction with Supervisor [redacted] , Shelter Insurance on this claim for a couple of monthsMr [redacted] advised that Mr [redacted] was not interested in letting [redacted] handle the claimMr [redacted] said he made daily attempts to resolve this claimOn October 14, 2016, the insured filed a homeowner claim with Shelter Insurance for the damage to the golf cartThe claim number is [redacted] The damage to the golf cart was approximately $and the insured has a $deductible so he decided not to pursue the claim under his Homeowner Insurance policyIf Mr [redacted] wants to pursue the claim he should contact [redacted] 's Insurance Company directlyThe tow truck is insured by [redacted] InsuranceThe contact information is: Agent [redacted] e, [redacted] ***, telephone: [redacted] The insured was provided this information so he could pursue the provider directlyThe complaint was received in our department on November 2, The next day, Supervisor [redacted] called Mr [redacted] and left him a voice message at [redacted] If he has questions, Ms [redacted] can be contacted at [redacted]

I read the complaint filed by *** *** and contacted him to discuss what occurred. Mr*** explained he cancelled the Auto Policy on his Volvo effective August 16, 2017, however Shelter was still withdrawing the monthly premium. I asked Mr*** to send an Automobile
Policy declarations showing he purchased insurance with another company so we could cancel the policy back to August 16, Mr*** emailed a copy of his proof of insurance showing he purchased insurance with *** effective August 16, 2017. Shelter has cancelled the policy and refunded the premium paid. The refund check was mailed on December 6, I apologize on behalf of Shelter Insurance Companies for whatever inconveniences Mr*** experienced. Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: They are in breech of policy to provide car rental they only provided daysI was refused a replacement vehicle by *** even though I have o points on my drivers license and no tickets for the wrecksdays x $= $worth or a car rental for days
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: *** *** Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@shelterinsurance.com
I read the complaint filed by *** ***, Jrand reviewed the policyAgent John *** said Mr*** called
around p.mon September 9, wanting to cancel his Automobile policyWithin minutes of receiving the call, Mr*** cancelled the policy effective that dayEnclosed is a copy of the cancellation letter
Mr***'s Automobile policy was on the Monthly Payment PlanThe automatic withdrawal date was scheduled for the 10th of each monthAutomatic withdrawals are always forwarded to the bank two days in advance with an effective date for withdrawalMr***'s withdrawal was sent on September 8, and the bank had authorization to withdraw the funds on the 10thAgent *** advised the insured the withdrawal had been sent to the bank and Shelter would issue a refund once the payment had clearedRegrettably, the insured's account had insufficient fundsMr***'s bank authorized the payment to Shelter but charged the insured overdraft feesWhen the insured contacted Agent ***, we did not have enough time to stop the automatic withdrawal from his account
Mr*** discussed this situation with Agent *** and MPP Specialist, *** *** on September 9th and 17th respectivelyThey explained Shelter was not responsible for causing his account to overdraftThe insured was aware the withdrawal was scheduled for the 10th of each monthUnfortunately, this is not the first time there has been a problem with the withdrawalsShelter has experienced difficulty in the past when trying to withdraw funds from the ***'s accountsThe automatic withdrawal process has been explained numerous times to Mr*** and his family
On August 20, 2015, Mr***'s automobile was removed from his parent's accountThe change caused the insured to lose the multi-car discount and changed the rate classThe premium increased from $to $2,The monthly withdrawal increased from $to $However, a payment of $was required to complete the changeThe $was added to the $withdrawalMr*** was advised the first installment would be $with the remaining withdrawals reducing to $per monthShelter requested the first bank withdrawal effective September 10,
After cancelling the policy, Shelter had to wait until Mr***'s payment cleared his accountOn September 18, 2015, a refund of $was issuedThe remaining $was fully earned from August 20, to September 9, No additional money is due the insuredShelter did not cause Mr***'s account to overdraft so we will not pay his overdraft feesAgent *** had already advised Mr*** on September 9, that it was too late to stop the withdrawal
Thank you for the opportunity to respondOur position remains unchanged

*** *** expressed concern her auto insurance claim was denied and suggested we committed fraud when we asked for $to reform the policy to cover the claimFollowing are the factsThe policy she referenced has been in effect since December 6, 2007. On February 26, it was
changed to insure a Nissan Versa. *** *** remained the named insured and *** Bank was listed as the loss payeeI have attached the policy change summary, Auto Policy Declarations and copies of the renewal notices that followed. Each included the following statement in bold capital letters, IF AT LEAST ONE NAMED INSURED LISTED IS NOT THE "TITLED OWNER" OF THE DESCRIBED VEHICLE, CONTACT YOUR SHELTER INSURANCE AGENT TO ENSURE PROPER COVERAGE IS AFFORDEDThe coverage issue was discovered when the November 10, claim was reported. Enclosed is a copy of the loss report and denial letter with specific policy languageWhen she referred to her conversation with our agent, an Underwriting Supervisor was asked to consider reforming the policy so we could cover the claim. He agreed and asked the agent to collect the $difference in premium we would have collected if the policy had been rated correctly. Unfortunately, *** *** refused to pay the additional premium so the policy was not reformed and the claim was not paidSince there was some coverage afforded under the policy, we did not agree to refund the premium back to inception as she requested. Had we agreed, *** Bank would have imposed force place insurance on her loan and that would have cost her considerably more. Should she wish to accept our offer to reform by paying the required premium, we can still consider her claim. Perhaps you can explain it or refer her to the Missouri Department of Insurance for confirmation

Initial Business Response /* (1000, 11, 2015/07/15) */
Contact Name and Title: *** *** Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@shelterinsurance.com
I read the complaint filed by *** *** *** and contacted claimsI am pleased to report that Shelter Insurance
has accepted liability and a check for $1,was issued on July 13,
Regrettably, the claim delay was due to lack of cooperation from our insured, Arianna WatersOur insured never reported the claim and would not provide information regarding how the accident occurredAfter many attempts to contact MsWaters, Adjuster Brown accepted liability based on information from Mr*** and the police report
I apologize on behalf of Adjuster *** *** for any comments Mr*** deemed rude and/or unprofessionalThank you for the opportunity to respond

Upon receipt, I reviewed the complainant's claim history and confirmed one claim remained open awaiting reimbursement from the at-fault companyBased on the nature of their claims, we should have offered renewal. As a result, I immediately called and sent an email asking her to call
When we visited that evening, I apologized for the problems she and her husband experienced to-date. I also offered to renew their Homeowners policy or work with the company of their choice to provide the information needed for a replacement Homeowners policy. She opted for the latter since she already insured her autos and life with another insurance company With her permission, I have provided loss information to the agent she referred to me. I also sent him written notice that we are willing to rescind the nonrenewal. Should she wish to cancel her Homeowners policy sooner than 12:a.mon March 4, 2018, we will send her a refund check for any unearned premium. We also plan to reimburse her Homeowners Insurance deductible if and when we're successful in collecting from the party responsible for the damage I trust this provides the information you needI appreciated your bringing this to our attention so corrections could be made

I am writing in response to the complaint filed by *** ***Although she is a Shelter Insurance policyholder, *** *** was responsible for the February 16, accident she referencedAccording to our records, the accident was not reported until February 22, 2017. Adjuster
*** *** was assigned to the claim and he obtained Ms***'s statement that same dayAfter accepting liability for the accident, his notes indicate she planned to go to *** *** or *** *** in Texarkana AR. He explained the claim process and transferred the claim to *** *** for completionOn March 3, *** sent check *** for $1,in damages related to the accident based on an estimate and photos from *** ***. A copy of our cover letter and check are attachedOn March 8, 2017, Ms*** advised *** her muffler was also damagedShe was asked to take the vehicle to *** *** since they had written the estimate for damageOn March 30th our agent's office forwarded a 2-22-invoice from *** Car Care Center, the 2-22-estimate from *** *** and an invoice from *** ***The *** invoice was for an internal engine component in the front of the vehicle that is not in the rear or anywhere near the mufflerThe 2nd was the estimate from *** and the 3rd was a dealership invoice for a check engine lightThe dealership service invoice clearly states the fault indicators were all from a bad oil changeThese damages are not relatedIn summary, she wants a mechanical component of the muffler replaced. *** *** confirmed it was not damaged in this accident and the photos show a rusted wire attached to the vehicleRust does not occur that quickly. On April 13, 2017, *** emailed Ms***, advising she and her supervisor had reviewed the information pertaining to the exhaust control valve actuator and it does not appear consistent with the damages to the rear bumperWhen Ms*** replied with inappropriate language and threats of obtaining an attorney, *** did not feel further response was required

Complaint: ***
I am rejecting this response because: Shelter Insurance had the claim on Friday, June 9th and left my mother stranded for the weekendThey had no one who could or would offer her a rental car or alternative means of transportationShe filed a claim with her own insurance company prior to the call to ShelterHer own insurance company was the first to call her and start working on the claimThis might be why the Shelter Agent you reference says that she told them that she was dealing with her own insurance companyMy brother took her to the doctor and she was prescribed medication for her mental strain of worrying about this the entire weekendShe was unsatisfied with the offer from Farm Bureau and felt it would cost her more to replace her car than what they were offeringI spoke to both her agent and the Farm Bureau adjuster on Tuesday, 6/and afterward recommended to her that Shelter Insurance was the liable insurance carrier and that she should have heard from them by nowShe called Shelter on Thursday (6/15), days later because she still had not heard from an adjusterAt that ***e, the adjuster, *** *** told her that NO RENTAL CAR WAS APPROVEDToday, he justified that remark to me by saying he was thinking she would have a check in hand this morning if she settledI asked him if he understood that she had no transportation to look for a car, that she had no way to shop for a carHe said that wasn't his fault that he just got the claim yesterday (Thursday)I told him that might be true, but the CLAIM was filed a week agoHe repeatedly said that he could give her a check for $and she could drive her car home and keep it, if that's what she wanted to doHe explained the process he went through to find parts, that no parts were available---all of which I already knewThen suggested that she take the $and buy the lift gate from the salvage yard that he found and just keep the carI repeatedly told him that was not a suitable settlement and that the PRIMARY CONCERN that I had today was the fact that she was stranded After a more than minute conversation with Mr***, he finally agreed that he would get her a rental car for a few days, again trying to stipulate that she agree to a settlement before she got the rental carI argued with him on that point and he finally relented that he would get the rental car set up...however, he insisted that she must get her car from the Collision Repair shop saying that Shelter would not pay storage fees beyond todayHe later texted me the same thing....offering to take it to a salvage yard 80+ miles away in MemphisThis was not a good solution for her because she is concerned that after negotiation, the final resolution might be that she keeps the car and then she would be stuck trying to get it back from MemphisShe didn't want the car all the way in Memphis while she still owns it. Because she didn't agree to let Shelter take it to a Memphis location, they have insisted that she drive this wrecked car with missing back glass BACK to her house to store it while they're waiting for a amicable solution to this claim Again, this is ridiculous that they took almost a week to get with her and then put her on a hour clock to pick up the car, threatening her with paying the cost of storageAND, all the while, Enterprise Rent a Car doesn't have a vehicle available till 4PM So, Shelter's response is unacceptable because they are taking advantage of her situationThey are forcing her to do all the work with no compensation (or offer of compensation) for the ***e she has lost and frustrationShe has just now, as I type this, on her way to pick up the rental carMr*** and Shelter Insurance has made certain they iterate that the car has to be picked up from the collision repair shop todayWhile providing NO means for her to transport itIt can be driven, they keep saying, but that meant that my sister has to take off work to get her there They have offered her a rental car today, which makes a total of days without a vehicle since the accident, yet they put a clock on the return ***e to make sure their losses are minimizedI understand it can't be indefinite, but she has other business to attend to given that she's been stranded at home for more than a weekShelter Insurance's neglect and lack of care and concern for the vic*** in this case is unprofessionalAll the while, placing the strain on the vic*** of the accidentShe is, and I am, unsatisfied with the settlement offer of $I don't know what is a fair amount because I have searched Auto Trader and cannot find ANY hatchback or wagon (the style of vehicle she is replacing) at that priceI am certain it will cost more than $3,to replace this car with one of similar style and condition plus taxes, title and dealer feesShe will attempt to find a vehicle over the weekend and discuss what she has found with the adjuster as soon as possibleSincerely, *** *** ***
Sincerely,
*** *** on behalf of Pauline ***

I read the complaint filed by *** *** and reviewed the policies. Mr***'s Dwelling policies were nonrenewed due to the claims experience/frequency. The insured has reported two claims within months. Enclosed are copies of the nonrenewal letters Mr***
initially insured his property with *** Insurance in 2011. The Dwelling Policy insuring *** *** *** terminated/lapsed effective April 28, A new application was written for this location effective April 22, 2014. The Dwelling policy *** was owner occupied. On February 3, 2016, the insured reported that a bedroom wall had fallen down on January 4, at the *** *** address. It was unknown what caused the wall to fall. The claim was assigned to Adjuster *** *** for handling. Mr*** advised he did not want to pursue the claim, so the claim was closed. Effective November 6, 2015, Mr*** insured a dwelling located at *** *** *** in StLouis, Missouri (policy ***). This dwelling was occupied by Mr***'s daughter. On April 18, 2016, the insured had a partial fire claim at this location. Our investigation determined there was a fire in the electrical panelThe damage was contained to the basement with heavy smoke odor. An estimate was written for the damage. During the inspection, our adjuster noted pre-existing water damage in the basement. The adjuster showed the insured the wet rot and mold that was not related to this loss Based on the claim experience and physical condition of the dwellings, *** has decided to nonrenew the policies. It is still unknown what caused the wall to fall at *** ***. Regardless of the cause, we are opting not to continue to insure these properties Mr*** stated the complaint was regarding *** *** *** in High Ridge, Missouri. The location he refers to is actually our agent's office address and has no bearing on this complaint. Thank you for the opportunity to respond. Our decision remains unchanged

I read the complaint filed by *** *** and contacted claims. I am pleased to report, Shelter has authorized the shop to use the OEM part to repair Mr***'s vehicle. The supplemental payment was issued Mr***'s vehicle was rearended by our insured. The vehicle was
drivable so our adjuster advised him to take the vehicle to a shop of his choice for an estimate and photosOn September 6, 2017, our adjuster received a rental car authorization request from *** Rental. *** at *** advised Mr*** had dropped his vehicle at *** Auto Body and needed a rental. Our adjuster explained Shelter would not approve the rental until the estimate and photos were received. Our adjuster called *** Auto Body and left a message. She called again the next day. The shop stated they were working on the estimate and would get it to Shelter that day. In the meantime, Adjuster *** *** received another call for a rental authorization. Ms*** advised she could not authorize the rental until she received the estimate. The estimate was received on August 7, 2017. The body shop advised they had the parts and were ready to start repairs. The rental was authorized for days starting on the 8th of September. Mr***'s vehicle was drivable so Shelter will not pay for a rental prior to the shop starting the repairs. The converted Shelter estimate was written using aftermarket parts. These parts are used when available. On September 12, 2017, the shop advised the plastic material on the aftermarket part was a different material than the VW bumper cover. They requested the use of the OEM part. Since the aftermarket part was different, Shelter authorized the OEM part and issued a supplemental payment. I apologize on behalf of the adjuster for whatever inconvenience Mr*** may have experiencedThank you for the opportunity to respondMr*** should contact Adjuster *** *** if he has questions

I read the complaint Mr*** filed and reviewed the file The insured reported he ran over a piece of metal in the road on December 12, in the state of Minnesota. The vehicle was towed to *** *** *** in Albert Lea, Minnesota. The service department completed
a tear down and determined the loss was caused when the alignment pin of the front driveshaft's U-joint sheared off causing additional damage to Mr***'s vehicle. This damage was the result of mechanical failure which is excluded from the Automobile policy so, the claim was denied. Enclosed is a copy of the denial. We understand Mr***'s frustration, however Shelter Insurance rendered the claim decision based on the mechanical failure and breakdown policy exclusion in the Automobile policy ***. Shelter Insurance settles claims based on the language in the policy contract. Therefore, our denial remains unchanged