Southern Insurance Company of Virginia

[redacted]This will serve as a response to your letter of 6/9/15 as addressed to [redacted] in the [redacted] office. As this case was handled out of the office here in Glen Allen, Virginia, I will respondto the issues at hand.I have reviewed the complaints as presented by...

Mrs. [redacted], as well as the conten1ts of our claim. Iwould like to apologize for any issues that Mr.or Mrs. [redacted] experienced in the final resolution of thiscase. I note that Mr. [redacted] of this office became involved once the issues came to light, and from myreview, it appears that the outstanding claim relative to diminished value has been evaluated, and thatthe supplemental claim was resolved last week.Again, I would apologize for any issues Mrs. [redacted] experienced in the handling of this case. Please feelfree to contact me if you are in need of additional information.

Review: I was rear ended by a client of theirs. My car was put into the shop on May 21, 2015. The adjustor, who handled the estimate, was great. He came out the same day, he was very professional, and easy to work with. The agent who handled the claim, [redacted], has been a nightmare since the beginning. Originally, she would not return phone calls in a timely manor. I would call her, then get a phone call from her in about 3 days, if at all. She said her reasoning is that "she has over 200 claims and doesn't have time to handle all of them." Then it got to the point where she would leave a voice mail, I would quickly return her call, but she would not pick up. I left several voice mails, in regards to a rental car and beginning a diminished value claim, yet she would not call back. When the rental car agency called to begin the rental process, they left a voice mail, and she immediately called them back. I spoke to a manager to explain the situation, and was told my concerns would be addressed with her, and an agent would be sent out to the collision center to begin the diminished value claim. On Friday, June 5, 2015 at 4:16 pm, I called [redacted] and as soon as she picked up, she hung up on me. I called back immediately and yet she did not pick up. My husband called and spoke to a manager, Ernie [redacted], and was told that he would be handling my claim from now on. On Monday, June 8, 2015, 8:42 am, I get a phone call from [redacted]. She proceeded to call me a liar and that I "went over her head" by going to a manager, making a complaint about her. She claimed that she never hung up on me and I that I had lied to her manager about it. She also stated that I never left voice mails, and that again "has over 200 clients and can't call everyone back, every day." Her handling of the whole situation has been unprofessional, rude, and completely unacceptable.Desired Settlement: I feel an apology is needed from Ms. [redacted]. As well as a paying for a private estimate to be completed for the diminished value claim.

Business

Response:

[redacted]This will serve as a response to your letter of 6/9/15 as addressed to [redacted] in the [redacted] office. As this case was handled out of the office here in Glen Allen, Virginia, I will respondto the issues at hand.I have reviewed the complaints as presented by Mrs. [redacted], as well as the conten1ts of our claim. Iwould like to apologize for any issues that Mr.or Mrs. [redacted] experienced in the final resolution of thiscase. I note that Mr. [redacted] of this office became involved once the issues came to light, and from myreview, it appears that the outstanding claim relative to diminished value has been evaluated, and thatthe supplemental claim was resolved last week.Again, I would apologize for any issues Mrs. [redacted] experienced in the handling of this case. Please feelfree to contact me if you are in need of additional information.

Review: Southern is the insurer for the at-fault driver in an accident where my car was struck from behind on 10/20/2015. While Southern has accepted liability for the accident, and has paid on repairs to my vehicle, they are not being responsive to my claim for diminished value for the damage done to my car. I submitted my claim, along with an independent, in-person appraisal documenting the diminished value of my vehicle on 1/7/16. To date, while Gwen [redacted], the representative for Southern handling the claim has acknowledged receipt of the claim, there has been no action taken in the three weeks following.Desired Settlement: Timely response and a fair-dealing outcome regarding my claim.

Business

Response:

Dear Ms. [redacted]: This will serve to acknowledge your letter of 1/28/16 as addressed to Mr. [redacted]. As this loss is being handled locally in our Virginia office, I am taking the opportunity to respond on our behalf. Please be advised we will respond directly to Dr. [redacted] relative to the matter(s) outlined in the complaint. Sincerely, Chris [redacted] Claim Dept.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I have now received a settlement offer from the company, it was accompanied by inadequate and insubstantial documentation, and the company's offer is only slightly over half of an independently determined diminished value by a professional appraiser. I have requested that the company explain how they came to their, much lower, figure, however the representative declined to make any substantive explanation, and simply repeated their initial offer.