I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her today. She had already been helped and had received the change to her policy which reducedher premium.
I explained that between our policy rate increase and the...
implementation of a new processing system,we were receiving an unprecedented increase in phone volumes. I apologized that we have not beenproviding the type of service our policyholders are used to and deserve. I assured her that as a companywe are committed to getting back on track. And that recently, we had moved 14 agents from our SalesDepartment who had prior experience in servicing our existing policyholders. As well, we just started atraining class on August 10 with 24 new hires.I gave our insured my direct extension if she had any further questions.
Enclosed is a copy of our Call Tracking Report. While our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach her.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.
Sincerely,
[redacted]
Customer Service Manager
Dear Mr. [redacted]:We are in receipt of your complaint from the San Diego Revdex.com. In response, Ireviewed the claim file.
We inspected your 2006 Honda Civic on April 2, 2015, and estimated the damages to be$2,323.68. We issued a Collision payment of $1,823.67 on...
April 8, 2015, pursuant to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this loss. However,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liability. We advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do so.
We will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductible. We apologize for any inconvenience thismatter has caused you. However, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee success.
Please feel free to contact me should you have any questions. I can be reached at (858)522-7909. My office hours are Monday through Friday, 7:30am to 4:00pm.
Sincerely,
WAWANESA GENERAL INSURANCE COMPANY
Please be advised that this office is in receipt of a letter from the Revdex.com, dated May 17, 2016, wherein, you are seeking compensation for time lost and rental car COSt.
Our records reveal the accident occurred September 30, 2015, and the claim was reported to us by...
[redacted], that same date. The file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs. [redacted] reported she was traveling on Apple Valley Road. Traffic was backed up from the intersection of Bear Valley. A San Bernardino Police vehicle (2016 Ford Explorer) rear-ended the 2014 Dodge Ram, pushing that vehicle into your vehicle. The police report confirms the officer to be at fault for the accident.
Your 2007 Honda CRV was inspected on October 9, 2015. The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,885.93. We issued the Collision payment to [redacted], on October 17, 2015, less your $500 deductible. The deductible is applied because it is the portion of the loss for which you are selfinsured. No payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policy.
The San Bernardino County Risk Management office accepted liability for the accident on November 23, 2015. As such, we began the process of recovering the funds we paid out under your Collision Coverage. We also requested reimbursement of your deductible as a courtesy to you; however, we are unable to collect your rental expenses or other out of pocket expenses on your behalf. You must present these claims to the San Bernardino County Risk Management office directly.
You indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came from. Please be advised, the payment was not issued by us. Claims Supervisor, Jason Saunders, contacted [redacted], of the San Bernardino County Risk Management office to ask if they had issued the payment to you. Ms. [redacted] confirmed they did not send you a check for $500 either. As such, we are unable to determine who issued the $500 payment to you.
Ms. [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with you. However, she stated you did not submit your rental invoice to them, so they denied your claim. She stated you also claimed approximately $400 in lost wages, but never provided them with documentation to support this portion of your claim. She stated you have 6 months from the date of the denial letter to present your claim with them: Deadline June 23, 2016.
In your complaint to the Revdex.com you indicate your desired settlement to be that we: “Cover time lost and rental car cost". As previously indicated, you elected not to carry Rental Expense Coverage on your policy. Therefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accident. Additionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policy.
As previously stated, the San Bernardino County Risk Management office indicates you must present your claim for out of pocket expenses to them before the deadline of June 23, 2016.
RISK MANAGEMENT DIVISION
222 W. HOSPITALITY LANE, 3RD FLOOR
SAN BERNARDINO CA 92415
ADJUSTER: [redacted]
PHONE #: [redacted]
EMAIL: [redacted]
CLAIM #: [redacted]
As of today's date, we continue our collection efforts against San Bernardino County and will advise you of the result of these efforts.
If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–9669 [redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance. You may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP,
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
Dear Ms. [redacted]:
We received your inquiry on our website dated August 17, 2016, as well as your inquiry withthe Revdex.com dated August 19, 2016. We understand you are seeking an additionalpayment of $1000.00, toward your rental car bill. We concluded a thorough...
review of our filehandling, and confirmed that no additional payments are owed toward your rental car bill. Weattempted to contact you by telephone to discuss this matter on August 18, 2016, but you werenot available. The findings of our investigation are listed below.From the onset of this claim until May 17, 2016, (23 days), you informed our claims staff thatyou were utilizing your insurance carrier, Farmers Insurance, for the repairs to your vehicle. OnMay 17, 2016, you informed the Wawanesa General Insurance Company (hereinafter Wawanesa)claims adjuster, Ms. [redacted], that you would prefer to have Wawanesa pay for the repairsto your vehicle. Therefore, we completed a repair estimate on May 25, 2016, and issued fullpayment of that estimate to you in the amount of $3,796.41, on June 1, 2016. Our appraiserconfirmed your vehicle had unrelated prior damage to the entire right side of your vehicle. Youconfirmed this fact with Ms. [redacted] on May 24, 2016. On June 6, 2016, we issued asupplement payment to your chosen repair shop, [redacted], for the front-end damagein the amount of $692.24. As of this writing, our appraiser has received no other supplementrequests from [redacted]. As a courtesy to you, on August 18 and 19, 2016, ourappraiser attempted to contact [redacted] with [redacted], to determine if there are anyoutstanding supplements that need to be approved, but [redacted] has not returned our appraiser’scalls.
We owe reasonable loss-of-use during the accident related repair of your vehicle, and as acourtesy to you we authorized the billing of your rental vehicle through Enterprise Rent-A-Carfrom May 5, 2016, through June 24, 2016, which is 51 days, at a cost of $1,292.37. The totallabor repair hours for your vehicle are 32 hours, and the maximum repair time would be 40 days.As such, the amount of 51 days of rental, which we have already paid for is reasonable. It is ourunderstanding that [redacted] has not yet completed the repairs to your vehicle, andthey are currently providing you with a rental vehicle.
While we sympathize with you regarding the repair time of your vehicle, the selection of therepair facility, [redacted], was made by you. As such, we have no authority with[redacted] to further intervene or expedite the repairs of your vehicle. Additionally,we can find no delay in our handling of your claim which would have delayed the repairs of yourvehicle. However, your delay in authorizing the repairs to your vehicle for 45 days(April 26, 2016 to June 10, 2016), contributed to the overall repair time of your vehicle, as wellas your incurred rental charges.
Since we have already paid for 51 days of your rental charges, which exceeds the maximumrepair time of 40 days, we are unable to consider any further payment of your rental charges atthis time. We remain ready and available to evaluate any accident related supplements submittedby [redacted]. Should this occur, we will reevaluate our position regarding yourrental charges.
Your inquiry to the Revdex.com indicated you are again going through FarmersInsurance for the repairs of your vehicle. If this is correct, please return our payments totaling$4,488.65, or we will deduct this amount from any reimbursement payments that we may issueto Farmers Insurance at a later time.
Thank you for contacting us regarding your concerns. If you have any additional questionsregarding this claim, please feel free to contact [redacted] at 858-715-5982, Monday throughFriday, 8:00 a.m. to 4:30 p.m.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
We confirmed that you selected [redacted] to conduct the repairs to your vehicle, andplaced your vehicle with them on April 26, 2016. On June 10, 2016, we were advised by [redacted]at [redacted] that you had not provided the necessary authorization to begin repairsto your vehicle because you had not decided if you were going through your own insurancecarrier, Farmers Insurance, or if you would be using Wawanesa for the repairs to your vehicle.Your repair facility was unable to confirm the specific date that they began repairs on yourvehicle.
The customer service has gotten horrible. You have to wait over an hour to speak to a customer service representative. They also give you the option to call you back without losing your place. Not true because they never call you back..
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
According to Wawanesa's guidelines, all drivers to be insured must have a valid driver's license.
Mr. [redacted]'s driving...
record indicated his driver's license expired on December 5,
2013. Mr. [redacted] was advised he must renew his driver's license in order to qualify. For
customers who have served or are currently serving in the military, it is our standard practice to
waive the underwriting guideline of requiring 36 months of continuous license experience to
qualify. However, if not deployed, Wawanesa still requires the driver to have a valid driver's
license.
When Wawanesa was notified of Mr. [redacted]'s complaint, numerous attempts were made to contact
Mr. [redacted] to resolve this matter but received no response. Prior to rejecting the application,
Wawanesa ordered and received driving records that indicated Mr. [redacted] renewed his driver's
license on February 25,2014. Since Mr. [redacted] now qualified for a policy, the application was
approved. Shortly after issuing the policy, Wawanesa received a call from Mrs. [redacted] stating
they no longer wanted the policy as insurance was obtained elsewhere. The application was rejected
per Mrs. [redacted]'s request and a full refund was issued.
Based on all of the information stated above, I ask that this complaint be classified as invalid.
If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted], MBA, AINS
Underwriting Manager
Honestly, Wawanesa has THE WORST CUSTOMER SERVICE LINE EVER!!! I have tried contacting them for 4 days now and only got a representative ONCE who actually tried transferring me to some other department where I was left on hold indefinitely. I seriously waited for over TWO hours and STILL, no one. WHY???? HOW CAN YOU POSSIBLY BE SOOOOOO BUSY?????? I've left MULTIPLE messages to receive a call back and NEVER RECEIVED a call back EVER. I am currently on hold and it has been 1 hour and 25 minutes as I'm typing this. WHY?????? Please shape up because I am leaving for good and I will tell EVERY ONE of my friends/family who have Wawanesa as their insurance company. This is just UNACCEPTABLE!!!
Please see attached response to Complaint ID: [redacted], thank you.
Dear Ms. [redacted]:
This office is in receipt of a second letter from the Revdex.com, dated October 6, 2016, advising us you were dissatisfied with my response to your initial complaint.
In response, I called and spoke to you via telephone on October 7, 2016. You stated you were unable to discuss the matter at that time, and indicated you would call me back when you had time to discuss the claim. As of the date of this letter, I have not heard back from you. As such, I am responding to your Revdex.com, complaint in writing.
It is our position that you are not owed reimbursement for the time you took off work as a result of the above-captioned Property Damage claim. Therefore, we deny payment of your lost wages claim.
If you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted], extension [redacted]. If we are unable to resolve this mailer amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, 300 South Spring Street, 11th floor, [redacted], telephone number [redacted].
Sincerely,
Wawanesa General Insurance Company
I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.
I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service...
Representatives to our Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.
I left my name and number for him to callback if he had any questions. He has not responded.
His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.
Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.
We sincerely apologize for not being able to provide and meet expected_customer service.
Sincerely,
[redacted]
Customer Service Manager
January 7, 2014 [redacted] RE: Our Insured: [redacted] ...
Date of Loss: September 15, 2014 ClaimNo.: [redacted] Complaint: [redacted] Mr. [redacted]: We are in receipt of an inquiry from theRevdex.com based on a complaint you submitted to their office on01/05/2015. In your complaint, you raised a few issuesthat appear to be based on your misunderstanding of the insurance policy. First, the Wawanesa Automobile Policy covers: LIMITOF LIABILITYA. Our limit of liability for any loss will be the lesser ofthe:2. Amount necessary to repair or replace theproperty with other property of like kind and quality, minus the deductible. Inaccordance with the policy contract, we obtained a confirmed price of $576.00from a local glass company to replace the damaged glass on your vehicle. This price was based on a like kind andquality part. In this situation, thatpart was a non-OEM replacement part. Secondand unfortunately, we believe you may be misunderstanding our customer servicerepresentatives when you quote them as stating, “…Wawanesa only uses OEMparts.” With certain types of partsthat statement may be true (ex: metal crash parts) based on a number of factors(vehicle age, availability of parts, etc). With other types of parts we may use industry available like kind andquality replacement parts (including glass). Again, this issue is covered in your Automobile Policy per the LIMIT OFLIABILITY stated above. Finally,you indicated to the Bureau that your “Desired Settlement” would be to, “Changethe lease insurance agreement”. As youmay be aware this request cannot be met. Our insurance policy and operations are regulated by the State ofCalifornia Department of Insurance. Ourpolicy was submitted to and approved for use by the State of CaliforniaDepartment of Insurance in accordance with all applicable law andregulations. Furthermore, our policyfollows generally accepted industry, market, and ISO guidelines. We regret that you had this experience andread or learned of your applicable insurance coverage for the first time aftera loss was incurred. You have beenprovided with a copy of your policy contract in the past as well as allapplicable policy renewal documentation. Nofurther coverage of payment for this loss will be offered at this time. If you have additional information that maychange the facts or value of the loss, please contact your adjuster, as weremain open to reviewing such information. Sincerely, WawanesaGeneral Insurance Company [redacted]ClaimsManager
RE: Complaint ID Number: [redacted]
Dear Ms. [redacted]:
Enclosed is our response to the above referenced complaint number.
In regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card payments. The convenience fee is a...
fee that the credit card company charges to process their payments. It is a not a fee that Wawanesa charges. To avoid any type of convenience fees, there are a few other options that we offer to submit a payment. Besides the credit card option, we also offer another online option which uses your Routing and Bank Account number to process payments and it is a free option. It is our EZPay option and it is an option our insured has used several times in the past. offered to her reset her USER ID and password if she has forgotten them. I explained to her that with her automobile policy, we also offer reoccurring payments, which does not have any convenience fees and reduces the service charge from $5.00 to $1.00 per installment. At this time, her homeowner policy is paid in full until June 10, 2016. When the homeowner policy renews, we do not offer a 12 payment plan, but we would be happy to assist her with EZPay. As a final payment option, a check can be mailed through the post office, which is also a free option.As far as our company not allowing our insureds to combine homeowner and automobile credit card payments, it is correct that they cannot do so online. They are separate transactions and since we do not have a web portal set up at this time, our system would not know how to apply one payment to each policy. However, if our insureds are speaking to a representative, we can make an exception to take one transaction for both payments, as long as the payment is not over $2,000.00.
She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twice. She stated that the amount equaled $30.00. Our records only show she was charged the $9.95 fee twice on November 25, 2015. The homeowner policy is on a 3 payment plan. The payments are due June, September, and December. The homeowner payment due in June was made by credit card on April 30, 2015. At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $9.95 fee was charged. On September 26, 2015, she spoke to a representative and he made the exception and took one credit card payment for both the automobile and homeowner payments. She was only charged one $9.95 fee for that transaction. The final homeowner payment was a separate transaction from the automobile policy. have sent a request to our Accounting Department to issue her a refund for the extra $9.95 fee she was charged, since the representative she spoke to could have made an exception and only processed one payment. In addition to refunding one of the $9.95 fees, I have also written off $17.57 from the December payment due to our billing error she contacted us about on October 28, 2015. We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount due. The glitch has since been fixed.
I Contacted our insured on Friday, December 4, 2015. While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing error. I did leave my contact information if there were any questions. As of this writing, I have not heard from our insured.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service.
Sincerely,
[redacted], Customer Service Division Supervisor
Dear Mr. [redacted]:
We are in receipt of letters from both the California Department of Insurance and the Revdex.com wherein you request their assistance. You provided them with a lengthy description of your version of how the claim was handled. Specifically you are not...
happy with the offer to resolve your bodily injury claim.As you are well aware Wawanesa General Insurance Company immediately accepted liability on behalf of our insured, Mr. [redacted]. Upon receiving the appraisal for your 2011 [redacted] a payment for your property damage was sent to you, five days after the date of loss. Wawanesa General Insurance Company arranged for a rental vehicle, for your convenience, and paid that bill in full immediately upon receipt.
The only item remaining in this matter is to resolve your bodily injury claim. In your description of the problem to the Department of Insurance there appears to be a great issue with regard to the bruising to your back. In review of your [redacted] records, a copy of page 4 is included with this letter, we noted that Dr. [redacted] was very clear in his findings with regard to your complaints of any bruising or hematoma. In fact, Dr. [redacted] placed those comments in bold that there was a lack of bruising noted. You provided us with a photograph to demonstrate a bruise in your left shoulder area of your back. We took this into consideration as we evaluated your claim for injury.
Please be advised that our offer of $1350 includes compensation for all medical bills, to include your co-payments, and any and all bruising you may have sustained in the accident. This evaluation is reasonable given all medical records we have regarding this minor accident.
Please be advised that your claim has been thoroughly reviewed by additional Wawanesa General Insurance Company staff since your Department of Insurance and Revdex.com complaints and all reviewers find the offer of $1350 to be a reasonable amount.Furthermore, in my review of your file I do not find any justification for your complaints that you were not fairly treated by any of our staff. You claim was timely and fairly adjusted.
Finally, you state to the Revdex.com of San Diego that you would like a refund from Wawanesa. We can find no records where you have paid any money to Wawanesa General Insurance Company that would require a refund. Therefore, I am unable to address this concern with you.
At this time we are requesting you return the signed release in the amount of $1,350 if you wish to resolve your claim.
Should you require any further information with regard to this claim, please feel free to contact [redacted] at [redacted] between the hours of 7:00 a.m. and 3:30 p.m., Mondaythrough Friday.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll center. We are doing everything we possibly can do at this time to address our service levels.
Based on the reports pulled, we can see that our insured placed his first call with us...
on March 17 at4:39pm. He hung up after approximately 48 seconds. He ca lled again on March 18 at 10:10am. Therewas a wait of about 17 minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is time.
Our insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on Saturday. As well, I have offered for him to contact me directly if needbe.
We sincerely apologize for not being able to provide and meet expected customer service.
This company is a junk, yes they are very cheap compareted to other company, but believe me, you get what you pay for, a cheap and scam service. Someone hit on my car while it was parked in a one way street curb (hit and run) while I was travelling in San Marcos-CA. I called them to make a claim right after I saw the damage and I told them what happened and give all the information they asked for. The lady told me to wait untill one of their adjustors call me. First in their website they false advertise that the people their office represatatives works from Mon- Friday from 7:30 am to 7:30 pm, thats a joke and not true, they told me that they are open untill 4:30 pm and after that you just get a menssage saying that they are closed, and if you try to reach anyone after 4:00 pm they are not in the office anymore. Second, the guy who was designed to "help" as my adjustor called [redacted] was EXTREMELY RUDE unprofessional (maybe because I have an accent), he treated like trash, like he was doing me a favor, he told me he was sending an estimator, was kind fast, this guy (the estimator) came to my house and I showed him everything happened to my car, I oppenes the hood and I showed him all the fluid from my steering power all over my engine, he took few pics with his little camera and wished me good lucky. The day after [redacted] called me and told me to take my car to a body shop, but I told him my car was not driving at all, he told me to not worry about it because they would take care of it (again,extremely RUDE). I took my car to the body shop and then I got the check 4 days later, then my nightmare started. My body shop guy finished his job after a week and half and I toke my car to my mechanic who gave then an estimate, so they sent the estimator again who according to my mechanic stayed there for 3 min and before he started check the car he already told him that it was not the part of the accident so my mechanic told him that how could he state that without even look at my car and he just took few more pics and left. So, this estimator took 3 days to send the adjustor my paper work, I was calling this adjustor called [redacted] everyday since he never called me to keep me updated or to at least apologize for his incompetence, he was always RUDE everytime I called to see if he had any updates and one day he called me and told me very rude " if I have any news I call you do you understand, I will call you. " I have all our conversations recorded on my phone, including one that he insinuates clearely that if I had taken my car to one of their shops it would be faster. REALLY??? Then finaly they denieded to fix my car and one of the services supervisor. Called [redacted]eft a super RUDE message saying that they wont pay in any circustance to fix my car because based in the pictures I was not saying the truth ( he basically called me a lier in a kind way). Ive tried to call them after that menssage and they never answered the phone when I called, ive called them 30 times and I left menssages to 3 different people, they are cawards and refuse to even andwer my calls, they know my number and they refuse to let me even argue about their decision. Everytime I call the representatives already know with who I want to talk.
THEY TREATED ME LIKE TRASH, THEY MADE MY BLOOD PRESURE GOES UP,THEY TURNED MY LIFE INTO A NIGHTMARE AND SO STRESSFUL. PLEASE BE AWARE ABOUT THIS COMPANY, THEY DONT CARE ABOUT THEIR COSTUMERS AND THEY TREAT YOU LIKE YOU ARE BEGGING FOR A FAVOR, WHATS ABSOLUTELY NOT THE CASE SINCE I PAY MY BILL EVERY SINGLE MONTH! THEY ARW CRIMINALS AND SCAMERS.
I am a current policy holder for Wawanesa auto insurance and they are the worst company to have if you are involved in a accident. I was involved in an accident over three weeks ago. The other party admitted to be at fault. It took almost a week to get my claim assigned to a staff member at Wawanesa. The claim representative was rude during my call and didn't seem to be the one representing me as a customer of Wawanesa product. I called her supervisor and complained and requested to have another representative take over my claim. The request was never addressed. There have been numerous hold ups with outside contracted estimators to get the process going. It seems that unless I call to bug all parties involved with the accident, nothing moves forward. I have called the auto body shop, who has been waiting on Wawanesa to do their part so they can start repairs. I've gotten word from the auto body shop that Wawanesa is known for dragging their feet to get work started and using after-market parts for repairs. I advocate for anyone who is considering to get Wawanesa auto insurance to strongly consider going with someone else. The company is really good about taking my money, but takes their sweet time to work for me when I need them. I am currently at week 3 with little to no progress on the repair for my car. Definitely switching when the claim is closed out.
Wawanesa General Insurance Company issued our insured a $66 refund on her automobile insurance policy in 2012 which was never cashed. After 3 years we are required to escheat uncashed checks to the California State Controller. Prior to doing that we are required to mail a letter notifying the...
various payees of their uncashed check and to contact us to reissue it. We mailed the letter to our insured on June 26, 2015. We did not receive a response so we eventually sent the California State Controller a detailed list of uncashed checks which included this particular check.Based on this list the California State Controller's Office sent out their own letters to the payees notifying them of uncashed checks issued by Wawanesa. Our insured received the letter and attempted to call Wawanesa to have the check reissued. Unfortunately, our insured had a difficult time trying to reach us. The telephone number listed on the letter is not manned by an employee, but is set up with a prompt asking callers to leave their information and expect a callback shortly. At the time our insured called, the prompt had been unknowingly cleared from the recording, so from the caller's perspective they reached a dead line. This was immediately rectified once the problem was discovered.
I called our insured back on March 23, and apologized for the lack of service she received and any inconvenience it caused her. This was an error on our part. I also told her that we would reissue her $66 refund as soon as possible. Accordingly, a new check for $66 was issued on March 24 to be mailed no later than March 25.
This matter has been resolved. We sincerely apologize for not being able to provide and meet the level of customer service our insured deserved.
Sincerely,
[redacted]Chief Financial Officer Wawanesa General Insurance Company
Revdex.com:
I have reviewed the 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.
Feb 23rd 2015
H. [redacted]
Claims Manager
Wawanesa Insurance Company
Thank you for your reply of my concerns and complaint and it
appears as if you are still far from all the facts in relation to this claim.
My first and foremost concern is the way this claim has been
handled. I would agree with the fact that you attempted and to some degree have
gone the extra mile to get to the bottom of the leak and its cause. I
respectfully disagree with your notion of attempting to provide superior
customer service. You failed to provide the service deserved by a customer by
prolonging your decision on the claim when it appears very clear from your
letter that such determination was made on or about Dec.4th 2014 but
yet the insurance company never informed me of such decision in writing. I
further like to bring to your attention some facts that may have been kept from
or you may not have been fully informed.
1. 1. You state in your letter that the insurance
company offered to inspect the damages and secure my statement. I have already said that your field adjuster
Mr. [redacted] made contact with me but he was unable to set a time that
can work. How is it determined that I declined to show the property or to give
him a statement when we could not set a time that would work for the two of us.
He was more interested in taking my statement over the phone as he appeared to
have already made a decision of the damages based on the feedback from the
adjuster. He wanted to conclude his determination without ever stepping foot in
the property. To that fact I stated that
if you guys have already made a determination than put it in writing and mail
it to me. Is this considered as withdrawing my claim? And by your own
admission, you are stating that I was expecting a denial letter from you. And
yet in the very next line you are stating because of that assumption, you
single handedly without any consultation or approval from my side, decided that
I was withdrawing my application?? Does that even make
sense? In fact as mentioned above I simply stated that “if” you had already
preconceived your determination by default to deny my application, then I would
like that in writing.
2. 2.You next heard from me on Dec 2nd after
I received a letter from the insurance company that the claim is being closed
because I wanted to withdraw the claim. Once again a determination made by your
adjuster Miss [redacted] whom I didn’t speak to about the inability of Mr.
[redacted]’s schedule and his inability to come out to the property for an
inspection. Certainly something Mr. [redacted] and Miss [redacted] must have discussed
and decided to mail the letter stating that I wanted to withdraw the claim.
This is when I spoke to Miss [redacted] – Miss [redacted]’s supervisor who suggested to
get a second opinion and offered an inspection from [redacted].
3. 3. You state that you informed me of the finding
from [redacted] on Dec.4th 2014 and have been waiting for my
statement. The fact of the matter is that I only heard from Miss Janice [redacted] when she was trying to set up a
time to come out to inspect the property, which she did, and I have not heard
from her since. Not by mail, phone call or email. I would love to be able to
see some kind of evidence on her attempts to contact me.
4. 4. As you stated in your letter that on Dec.4th
2014, it was further confirmed by the insurance company that the leak has been
happening for over 30 days from the date of loss reported, then why did the
adjuster keep sending me letters stating the claim is being investigated and
more time is needed to determine if the claims for the damages should be
accepted or denied. Not to mention I made several attempts to contact the
adjuster to get updates and never received a return call, until I filed the
complaint with Revdex.com and Insurance Commissioner. Miss [redacted] called and left a
message for me on Friday Feb. 6 2015 stating that she has finally JUST received
the final report from Miss Janice [redacted] approximately over 2 months after her
inspecting the property. Is this considered normal turn around time for a field
adjuster to submit to the adjuster? Do you still think that Miss [redacted] or
Wawanesa Insurance Company made an honest effort in providing me superior
Customer Service? Or handled this claim by the way which it should have been handled.
5. 5. You state that you offered to pay for the
kitchen ceiling drywall access cut. Are you stating that I declined that
payment? To this date I have not received payment for the repairs nor a
complete written estimate,(which by the way is your responsibility and my right
to get) something Insurance Company promised to pay, as you wanted access to
get to the root of the problem.
I am sure the law requires an insurance company to determine
their position in relation to a claim filed within a reasonable time and inform
the policy holder of their finding in writing and close the claim and make
payments for the repairs for the damage they caused (hole in the ceiling). I
know that it’s my right not to offer a
recorded statement if I don’t feel comfortable. However I never declined to
give a statement, but was never given the opportunity to do so, except when I
spoke to Mr. [redacted]. I spoke to
him in the beginning of the claim. I understand that the insurance company has
many claims to handle at any given time, but to linger a claim by simply sending
out a letter to the policy holder that more time is needed to finish the
investigation for three months (when it has been determined on or about Dec.4th
2014 according to your letter) seems very clear to me that the adjuster wanted
to make me suffer for as long as she could.
It is obvious that
Miss [redacted] has the time and resources to reach out the policyholder only when
she absolutely has to, as she proved by calling me after I filed the complaint
with Revdex.com and Insurance Commissioner.
At this time I am waiting for the Insurance Commissioner to
determine if in fact Wawanesa Insurance Company acted within the scope of the
law and getting additional help in determining if the claim was handled
properly by the insurance company. So much time has been wasted by the
insurance company in closing this claim, that at this time I am asking the
insurance company to pay for the repairs from the leak and to close the hole in
my ceiling made by [redacted] at the request of the insurance company.
Thank you for your consideration as I look forward to better
days of customer service to an ordinary individual who had to suffer because
someone decided to use the power given to them and knows how to work the system
and get away with it.
Regards,[redacted]
cc: [redacted]Senior Insurance Complaince Officer
California Department Of Insurance
We called our insured back and spoke to her on February 16, the date of this complaint and added a vehicle to her policy.
An amended declaration confirming this policy change was mailed the next business day.
Please know that our office was closed on Monday, February 15 in...
observance of the holiday.While we did almost double staff last year, our call volumes continue to increase. So we continue to recruit and hire. Factors affecting the increase in calls are changes to our rates. As well, the new system implemented at the end of April 2015 unfortunately still has several issues which have caused additional calls. Our Vice President is currently Working with production teams placing a priority on getting the new system to operate as intended.
I phoned and left a message for our insured on February 18, apologizing for our Waittimes and explaining the reason for them. I have left her my name and direct contact should she have any further questions or need additional assistance.
Enclosed is a copy of our Call Tracking Report.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service.
I've had my worst ever car insurance dealing with this horrible company run by liars and scammers. Revdex.com has given them good ratings, but as a customer I can tell you they are a bunch of scammers and you will have a hell of a time, and will suffer greatly at the hands of their beneath contempt claim clerks, corrupt adjusters and division and department managers who must get kickbacks because they will make your life miserable, manipulating and lying to your faceif you refuse to use their body shops and mechanics and they seem to care only about one thing, not your welfare, but to save the company money - which must be their mandate as they are the most ruthless bunch of rats ever encountered dealing with a car insurance company. Be careful. Be cautious. I would not recommend them to my enemies even, that's how despicable I think they are.
I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her today. She had already been helped and had received the change to her policy which reducedher premium.
I explained that between our policy rate increase and the...
implementation of a new processing system,we were receiving an unprecedented increase in phone volumes. I apologized that we have not beenproviding the type of service our policyholders are used to and deserve. I assured her that as a companywe are committed to getting back on track. And that recently, we had moved 14 agents from our SalesDepartment who had prior experience in servicing our existing policyholders. As well, we just started atraining class on August 10 with 24 new hires.I gave our insured my direct extension if she had any further questions.
Enclosed is a copy of our Call Tracking Report. While our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach her.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.
Sincerely,
[redacted]
Customer Service Manager
Dear Mr. [redacted]:We are in receipt of your complaint from the San Diego Revdex.com. In response, Ireviewed the claim file.
We inspected your 2006 Honda Civic on April 2, 2015, and estimated the damages to be$2,323.68. We issued a Collision payment of $1,823.67 on...
April 8, 2015, pursuant to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this loss. However,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liability. We advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do so.
We will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductible. We apologize for any inconvenience thismatter has caused you. However, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee success.
Please feel free to contact me should you have any questions. I can be reached at (858)522-7909. My office hours are Monday through Friday, 7:30am to 4:00pm.
Sincerely,
WAWANESA GENERAL INSURANCE COMPANY
Please be advised that this office is in receipt of a letter from the Revdex.com, dated May 17, 2016, wherein, you are seeking compensation for time lost and rental car COSt.
Our records reveal the accident occurred September 30, 2015, and the claim was reported to us by...
[redacted], that same date. The file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs. [redacted] reported she was traveling on Apple Valley Road. Traffic was backed up from the intersection of Bear Valley. A San Bernardino Police vehicle (2016 Ford Explorer) rear-ended the 2014 Dodge Ram, pushing that vehicle into your vehicle. The police report confirms the officer to be at fault for the accident.
Your 2007 Honda CRV was inspected on October 9, 2015. The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,885.93. We issued the Collision payment to [redacted], on October 17, 2015, less your $500 deductible. The deductible is applied because it is the portion of the loss for which you are selfinsured. No payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policy.
The San Bernardino County Risk Management office accepted liability for the accident on November 23, 2015. As such, we began the process of recovering the funds we paid out under your Collision Coverage. We also requested reimbursement of your deductible as a courtesy to you; however, we are unable to collect your rental expenses or other out of pocket expenses on your behalf. You must present these claims to the San Bernardino County Risk Management office directly.
You indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came from. Please be advised, the payment was not issued by us. Claims Supervisor, Jason Saunders, contacted [redacted], of the San Bernardino County Risk Management office to ask if they had issued the payment to you. Ms. [redacted] confirmed they did not send you a check for $500 either. As such, we are unable to determine who issued the $500 payment to you.
Ms. [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with you. However, she stated you did not submit your rental invoice to them, so they denied your claim. She stated you also claimed approximately $400 in lost wages, but never provided them with documentation to support this portion of your claim. She stated you have 6 months from the date of the denial letter to present your claim with them: Deadline June 23, 2016.
In your complaint to the Revdex.com you indicate your desired settlement to be that we: “Cover time lost and rental car cost". As previously indicated, you elected not to carry Rental Expense Coverage on your policy. Therefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accident. Additionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policy.
As previously stated, the San Bernardino County Risk Management office indicates you must present your claim for out of pocket expenses to them before the deadline of June 23, 2016.
RISK MANAGEMENT DIVISION
222 W. HOSPITALITY LANE, 3RD FLOOR
SAN BERNARDINO CA 92415
ADJUSTER: [redacted]
PHONE #: [redacted]
EMAIL: [redacted]
CLAIM #: [redacted]
As of today's date, we continue our collection efforts against San Bernardino County and will advise you of the result of these efforts.
If you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–9669 [redacted]. If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance. You may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, 300 S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP,
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
Dear Ms. [redacted]:
We received your inquiry on our website dated August 17, 2016, as well as your inquiry withthe Revdex.com dated August 19, 2016. We understand you are seeking an additionalpayment of $1000.00, toward your rental car bill. We concluded a thorough...
review of our filehandling, and confirmed that no additional payments are owed toward your rental car bill. Weattempted to contact you by telephone to discuss this matter on August 18, 2016, but you werenot available. The findings of our investigation are listed below.From the onset of this claim until May 17, 2016, (23 days), you informed our claims staff thatyou were utilizing your insurance carrier, Farmers Insurance, for the repairs to your vehicle. OnMay 17, 2016, you informed the Wawanesa General Insurance Company (hereinafter Wawanesa)claims adjuster, Ms. [redacted], that you would prefer to have Wawanesa pay for the repairsto your vehicle. Therefore, we completed a repair estimate on May 25, 2016, and issued fullpayment of that estimate to you in the amount of $3,796.41, on June 1, 2016. Our appraiserconfirmed your vehicle had unrelated prior damage to the entire right side of your vehicle. Youconfirmed this fact with Ms. [redacted] on May 24, 2016. On June 6, 2016, we issued asupplement payment to your chosen repair shop, [redacted], for the front-end damagein the amount of $692.24. As of this writing, our appraiser has received no other supplementrequests from [redacted]. As a courtesy to you, on August 18 and 19, 2016, ourappraiser attempted to contact [redacted] with [redacted], to determine if there are anyoutstanding supplements that need to be approved, but [redacted] has not returned our appraiser’scalls.
We owe reasonable loss-of-use during the accident related repair of your vehicle, and as acourtesy to you we authorized the billing of your rental vehicle through Enterprise Rent-A-Carfrom May 5, 2016, through June 24, 2016, which is 51 days, at a cost of $1,292.37. The totallabor repair hours for your vehicle are 32 hours, and the maximum repair time would be 40 days.As such, the amount of 51 days of rental, which we have already paid for is reasonable. It is ourunderstanding that [redacted] has not yet completed the repairs to your vehicle, andthey are currently providing you with a rental vehicle.
While we sympathize with you regarding the repair time of your vehicle, the selection of therepair facility, [redacted], was made by you. As such, we have no authority with[redacted] to further intervene or expedite the repairs of your vehicle. Additionally,we can find no delay in our handling of your claim which would have delayed the repairs of yourvehicle. However, your delay in authorizing the repairs to your vehicle for 45 days(April 26, 2016 to June 10, 2016), contributed to the overall repair time of your vehicle, as wellas your incurred rental charges.
Since we have already paid for 51 days of your rental charges, which exceeds the maximumrepair time of 40 days, we are unable to consider any further payment of your rental charges atthis time. We remain ready and available to evaluate any accident related supplements submittedby [redacted]. Should this occur, we will reevaluate our position regarding yourrental charges.
Your inquiry to the Revdex.com indicated you are again going through FarmersInsurance for the repairs of your vehicle. If this is correct, please return our payments totaling$4,488.65, or we will deduct this amount from any reimbursement payments that we may issueto Farmers Insurance at a later time.
Thank you for contacting us regarding your concerns. If you have any additional questionsregarding this claim, please feel free to contact [redacted] at 858-715-5982, Monday throughFriday, 8:00 a.m. to 4:30 p.m.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
We confirmed that you selected [redacted] to conduct the repairs to your vehicle, andplaced your vehicle with them on April 26, 2016. On June 10, 2016, we were advised by [redacted]at [redacted] that you had not provided the necessary authorization to begin repairsto your vehicle because you had not decided if you were going through your own insurancecarrier, Farmers Insurance, or if you would be using Wawanesa for the repairs to your vehicle.Your repair facility was unable to confirm the specific date that they began repairs on yourvehicle.
The customer service has gotten horrible. You have to wait over an hour to speak to a customer service representative. They also give you the option to call you back without losing your place. Not true because they never call you back..
This letter is written in response to the complaint filed by Mr. [redacted] with the
Revdex.com.
According to Wawanesa's guidelines, all drivers to be insured must have a valid driver's license.
Mr. [redacted]'s driving...
record indicated his driver's license expired on December 5,
2013. Mr. [redacted] was advised he must renew his driver's license in order to qualify. For
customers who have served or are currently serving in the military, it is our standard practice to
waive the underwriting guideline of requiring 36 months of continuous license experience to
qualify. However, if not deployed, Wawanesa still requires the driver to have a valid driver's
license.
When Wawanesa was notified of Mr. [redacted]'s complaint, numerous attempts were made to contact
Mr. [redacted] to resolve this matter but received no response. Prior to rejecting the application,
Wawanesa ordered and received driving records that indicated Mr. [redacted] renewed his driver's
license on February 25,2014. Since Mr. [redacted] now qualified for a policy, the application was
approved. Shortly after issuing the policy, Wawanesa received a call from Mrs. [redacted] stating
they no longer wanted the policy as insurance was obtained elsewhere. The application was rejected
per Mrs. [redacted]'s request and a full refund was issued.
Based on all of the information stated above, I ask that this complaint be classified as invalid.
If you need further assistance regarding this matter, please feel free to contact me.
Sincerely,
[redacted], MBA, AINS
Underwriting Manager
Honestly, Wawanesa has THE WORST CUSTOMER SERVICE LINE EVER!!! I have tried contacting them for 4 days now and only got a representative ONCE who actually tried transferring me to some other department where I was left on hold indefinitely. I seriously waited for over TWO hours and STILL, no one. WHY???? HOW CAN YOU POSSIBLY BE SOOOOOO BUSY?????? I've left MULTIPLE messages to receive a call back and NEVER RECEIVED a call back EVER. I am currently on hold and it has been 1 hour and 25 minutes as I'm typing this. WHY?????? Please shape up because I am leaving for good and I will tell EVERY ONE of my friends/family who have Wawanesa as their insurance company. This is just UNACCEPTABLE!!!
Please see attached response to Complaint ID: [redacted], thank you.
Dear Ms. [redacted]:
This office is in receipt of a second letter from the Revdex.com, dated October 6, 2016, advising us you were dissatisfied with my response to your initial complaint.
In response, I called and spoke to you via telephone on October 7, 2016. You stated you were unable to discuss the matter at that time, and indicated you would call me back when you had time to discuss the claim. As of the date of this letter, I have not heard back from you. As such, I am responding to your Revdex.com, complaint in writing.
It is our position that you are not owed reimbursement for the time you took off work as a result of the above-captioned Property Damage claim. Therefore, we deny payment of your lost wages claim.
If you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted], extension [redacted]. If we are unable to resolve this mailer amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, 300 South Spring Street, 11th floor, [redacted], telephone number [redacted].
Sincerely,
Wawanesa General Insurance Company
I telephoned our insured on May 5, 2015. I was able to leave a message for him. I apologized for hisextensive hold time.
I explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service...
Representatives to our Call Center.I also informed our insured that his policy would be canceled as he requested. Since he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to us.
I left my name and number for him to callback if he had any questions. He has not responded.
His policy refund was issued and mailed on May 8, 2015. He received a refund for the full amount ofpayment made towards his 2015- 2016 policy period. As well, there was a refund due on the priorterm since it was cancelled before the expiration date.
Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can onlyconfirm that he called us between April 24 and April 30. The report was run using the time period ofMarch 1 through May 1.
We sincerely apologize for not being able to provide and meet expected_customer service.
Sincerely,
[redacted]
Customer Service Manager
January 7, 2014 [redacted] RE: Our Insured: [redacted] ...
Date of Loss: September 15, 2014 ClaimNo.: [redacted] Complaint: [redacted] Mr. [redacted]: We are in receipt of an inquiry from theRevdex.com based on a complaint you submitted to their office on01/05/2015. In your complaint, you raised a few issuesthat appear to be based on your misunderstanding of the insurance policy. First, the Wawanesa Automobile Policy covers: LIMITOF LIABILITYA. Our limit of liability for any loss will be the lesser ofthe:2. Amount necessary to repair or replace theproperty with other property of like kind and quality, minus the deductible. Inaccordance with the policy contract, we obtained a confirmed price of $576.00from a local glass company to replace the damaged glass on your vehicle. This price was based on a like kind andquality part. In this situation, thatpart was a non-OEM replacement part. Secondand unfortunately, we believe you may be misunderstanding our customer servicerepresentatives when you quote them as stating, “…Wawanesa only uses OEMparts.” With certain types of partsthat statement may be true (ex: metal crash parts) based on a number of factors(vehicle age, availability of parts, etc). With other types of parts we may use industry available like kind andquality replacement parts (including glass). Again, this issue is covered in your Automobile Policy per the LIMIT OFLIABILITY stated above. Finally,you indicated to the Bureau that your “Desired Settlement” would be to, “Changethe lease insurance agreement”. As youmay be aware this request cannot be met. Our insurance policy and operations are regulated by the State ofCalifornia Department of Insurance. Ourpolicy was submitted to and approved for use by the State of CaliforniaDepartment of Insurance in accordance with all applicable law andregulations. Furthermore, our policyfollows generally accepted industry, market, and ISO guidelines. We regret that you had this experience andread or learned of your applicable insurance coverage for the first time aftera loss was incurred. You have beenprovided with a copy of your policy contract in the past as well as allapplicable policy renewal documentation. Nofurther coverage of payment for this loss will be offered at this time. If you have additional information that maychange the facts or value of the loss, please contact your adjuster, as weremain open to reviewing such information. Sincerely, WawanesaGeneral Insurance Company [redacted]ClaimsManager
I have had a very bad experience dealing with this company.
RE: Complaint ID Number: [redacted]
Dear Ms. [redacted]:
Enclosed is our response to the above referenced complaint number.
In regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card payments. The convenience fee is a...
fee that the credit card company charges to process their payments. It is a not a fee that Wawanesa charges. To avoid any type of convenience fees, there are a few other options that we offer to submit a payment. Besides the credit card option, we also offer another online option which uses your Routing and Bank Account number to process payments and it is a free option. It is our EZPay option and it is an option our insured has used several times in the past. offered to her reset her USER ID and password if she has forgotten them. I explained to her that with her automobile policy, we also offer reoccurring payments, which does not have any convenience fees and reduces the service charge from $5.00 to $1.00 per installment. At this time, her homeowner policy is paid in full until June 10, 2016. When the homeowner policy renews, we do not offer a 12 payment plan, but we would be happy to assist her with EZPay. As a final payment option, a check can be mailed through the post office, which is also a free option.As far as our company not allowing our insureds to combine homeowner and automobile credit card payments, it is correct that they cannot do so online. They are separate transactions and since we do not have a web portal set up at this time, our system would not know how to apply one payment to each policy. However, if our insureds are speaking to a representative, we can make an exception to take one transaction for both payments, as long as the payment is not over $2,000.00.
She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twice. She stated that the amount equaled $30.00. Our records only show she was charged the $9.95 fee twice on November 25, 2015. The homeowner policy is on a 3 payment plan. The payments are due June, September, and December. The homeowner payment due in June was made by credit card on April 30, 2015. At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $9.95 fee was charged. On September 26, 2015, she spoke to a representative and he made the exception and took one credit card payment for both the automobile and homeowner payments. She was only charged one $9.95 fee for that transaction. The final homeowner payment was a separate transaction from the automobile policy. have sent a request to our Accounting Department to issue her a refund for the extra $9.95 fee she was charged, since the representative she spoke to could have made an exception and only processed one payment. In addition to refunding one of the $9.95 fees, I have also written off $17.57 from the December payment due to our billing error she contacted us about on October 28, 2015. We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount due. The glitch has since been fixed.
I Contacted our insured on Friday, December 4, 2015. While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing error. I did leave my contact information if there were any questions. As of this writing, I have not heard from our insured.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service.
Sincerely,
[redacted], Customer Service Division Supervisor
Dear Mr. [redacted]:
We are in receipt of letters from both the California Department of Insurance and the Revdex.com wherein you request their assistance. You provided them with a lengthy description of your version of how the claim was handled. Specifically you are not...
happy with the offer to resolve your bodily injury claim.As you are well aware Wawanesa General Insurance Company immediately accepted liability on behalf of our insured, Mr. [redacted]. Upon receiving the appraisal for your 2011 [redacted] a payment for your property damage was sent to you, five days after the date of loss. Wawanesa General Insurance Company arranged for a rental vehicle, for your convenience, and paid that bill in full immediately upon receipt.
The only item remaining in this matter is to resolve your bodily injury claim. In your description of the problem to the Department of Insurance there appears to be a great issue with regard to the bruising to your back. In review of your [redacted] records, a copy of page 4 is included with this letter, we noted that Dr. [redacted] was very clear in his findings with regard to your complaints of any bruising or hematoma. In fact, Dr. [redacted] placed those comments in bold that there was a lack of bruising noted. You provided us with a photograph to demonstrate a bruise in your left shoulder area of your back. We took this into consideration as we evaluated your claim for injury.
Please be advised that our offer of $1350 includes compensation for all medical bills, to include your co-payments, and any and all bruising you may have sustained in the accident. This evaluation is reasonable given all medical records we have regarding this minor accident.
Please be advised that your claim has been thoroughly reviewed by additional Wawanesa General Insurance Company staff since your Department of Insurance and Revdex.com complaints and all reviewers find the offer of $1350 to be a reasonable amount.Furthermore, in my review of your file I do not find any justification for your complaints that you were not fairly treated by any of our staff. You claim was timely and fairly adjusted.
Finally, you state to the Revdex.com of San Diego that you would like a refund from Wawanesa. We can find no records where you have paid any money to Wawanesa General Insurance Company that would require a refund. Therefore, I am unable to address this concern with you.
At this time we are requesting you return the signed release in the amount of $1,350 if you wish to resolve your claim.
Should you require any further information with regard to this claim, please feel free to contact [redacted] at [redacted] between the hours of 7:00 a.m. and 3:30 p.m., Mondaythrough Friday.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll center. We are doing everything we possibly can do at this time to address our service levels.
Based on the reports pulled, we can see that our insured placed his first call with us...
on March 17 at4:39pm. He hung up after approximately 48 seconds. He ca lled again on March 18 at 10:10am. Therewas a wait of about 17 minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is time.
Our insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on Saturday. As well, I have offered for him to contact me directly if needbe.
We sincerely apologize for not being able to provide and meet expected customer service.
This company is a junk, yes they are very cheap compareted to other company, but believe me, you get what you pay for, a cheap and scam service. Someone hit on my car while it was parked in a one way street curb (hit and run) while I was travelling in San Marcos-CA. I called them to make a claim right after I saw the damage and I told them what happened and give all the information they asked for. The lady told me to wait untill one of their adjustors call me. First in their website they false advertise that the people their office represatatives works from Mon- Friday from 7:30 am to 7:30 pm, thats a joke and not true, they told me that they are open untill 4:30 pm and after that you just get a menssage saying that they are closed, and if you try to reach anyone after 4:00 pm they are not in the office anymore. Second, the guy who was designed to "help" as my adjustor called [redacted] was EXTREMELY RUDE unprofessional (maybe because I have an accent), he treated like trash, like he was doing me a favor, he told me he was sending an estimator, was kind fast, this guy (the estimator) came to my house and I showed him everything happened to my car, I oppenes the hood and I showed him all the fluid from my steering power all over my engine, he took few pics with his little camera and wished me good lucky. The day after [redacted] called me and told me to take my car to a body shop, but I told him my car was not driving at all, he told me to not worry about it because they would take care of it (again,extremely RUDE). I took my car to the body shop and then I got the check 4 days later, then my nightmare started. My body shop guy finished his job after a week and half and I toke my car to my mechanic who gave then an estimate, so they sent the estimator again who according to my mechanic stayed there for 3 min and before he started check the car he already told him that it was not the part of the accident so my mechanic told him that how could he state that without even look at my car and he just took few more pics and left. So, this estimator took 3 days to send the adjustor my paper work, I was calling this adjustor called [redacted] everyday since he never called me to keep me updated or to at least apologize for his incompetence, he was always RUDE everytime I called to see if he had any updates and one day he called me and told me very rude " if I have any news I call you do you understand, I will call you. " I have all our conversations recorded on my phone, including one that he insinuates clearely that if I had taken my car to one of their shops it would be faster. REALLY??? Then finaly they denieded to fix my car and one of the services supervisor. Called [redacted]eft a super RUDE message saying that they wont pay in any circustance to fix my car because based in the pictures I was not saying the truth ( he basically called me a lier in a kind way). Ive tried to call them after that menssage and they never answered the phone when I called, ive called them 30 times and I left menssages to 3 different people, they are cawards and refuse to even andwer my calls, they know my number and they refuse to let me even argue about their decision. Everytime I call the representatives already know with who I want to talk.
THEY TREATED ME LIKE TRASH, THEY MADE MY BLOOD PRESURE GOES UP,THEY TURNED MY LIFE INTO A NIGHTMARE AND SO STRESSFUL. PLEASE BE AWARE ABOUT THIS COMPANY, THEY DONT CARE ABOUT THEIR COSTUMERS AND THEY TREAT YOU LIKE YOU ARE BEGGING FOR A FAVOR, WHATS ABSOLUTELY NOT THE CASE SINCE I PAY MY BILL EVERY SINGLE MONTH! THEY ARW CRIMINALS AND SCAMERS.
I am a current policy holder for Wawanesa auto insurance and they are the worst company to have if you are involved in a accident. I was involved in an accident over three weeks ago. The other party admitted to be at fault. It took almost a week to get my claim assigned to a staff member at Wawanesa. The claim representative was rude during my call and didn't seem to be the one representing me as a customer of Wawanesa product. I called her supervisor and complained and requested to have another representative take over my claim. The request was never addressed. There have been numerous hold ups with outside contracted estimators to get the process going. It seems that unless I call to bug all parties involved with the accident, nothing moves forward. I have called the auto body shop, who has been waiting on Wawanesa to do their part so they can start repairs. I've gotten word from the auto body shop that Wawanesa is known for dragging their feet to get work started and using after-market parts for repairs. I advocate for anyone who is considering to get Wawanesa auto insurance to strongly consider going with someone else. The company is really good about taking my money, but takes their sweet time to work for me when I need them. I am currently at week 3 with little to no progress on the repair for my car. Definitely switching when the claim is closed out.
Wawanesa General Insurance Company issued our insured a $66 refund on her automobile insurance policy in 2012 which was never cashed. After 3 years we are required to escheat uncashed checks to the California State Controller. Prior to doing that we are required to mail a letter notifying the...
various payees of their uncashed check and to contact us to reissue it. We mailed the letter to our insured on June 26, 2015. We did not receive a response so we eventually sent the California State Controller a detailed list of uncashed checks which included this particular check.Based on this list the California State Controller's Office sent out their own letters to the payees notifying them of uncashed checks issued by Wawanesa. Our insured received the letter and attempted to call Wawanesa to have the check reissued. Unfortunately, our insured had a difficult time trying to reach us. The telephone number listed on the letter is not manned by an employee, but is set up with a prompt asking callers to leave their information and expect a callback shortly. At the time our insured called, the prompt had been unknowingly cleared from the recording, so from the caller's perspective they reached a dead line. This was immediately rectified once the problem was discovered.
I called our insured back on March 23, and apologized for the lack of service she received and any inconvenience it caused her. This was an error on our part. I also told her that we would reissue her $66 refund as soon as possible. Accordingly, a new check for $66 was issued on March 24 to be mailed no later than March 25.
This matter has been resolved. We sincerely apologize for not being able to provide and meet the level of customer service our insured deserved.
Sincerely,
[redacted]Chief Financial Officer Wawanesa General Insurance Company
Revdex.com:
I have reviewed the 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.
Feb 23rd 2015
H. [redacted]
Claims Manager
Wawanesa Insurance Company
Thank you for your reply of my concerns and complaint and it
appears as if you are still far from all the facts in relation to this claim.
My first and foremost concern is the way this claim has been
handled. I would agree with the fact that you attempted and to some degree have
gone the extra mile to get to the bottom of the leak and its cause. I
respectfully disagree with your notion of attempting to provide superior
customer service. You failed to provide the service deserved by a customer by
prolonging your decision on the claim when it appears very clear from your
letter that such determination was made on or about Dec.4th 2014 but
yet the insurance company never informed me of such decision in writing. I
further like to bring to your attention some facts that may have been kept from
or you may not have been fully informed.
1. 1. You state in your letter that the insurance
company offered to inspect the damages and secure my statement. I have already said that your field adjuster
Mr. [redacted] made contact with me but he was unable to set a time that
can work. How is it determined that I declined to show the property or to give
him a statement when we could not set a time that would work for the two of us.
He was more interested in taking my statement over the phone as he appeared to
have already made a decision of the damages based on the feedback from the
adjuster. He wanted to conclude his determination without ever stepping foot in
the property. To that fact I stated that
if you guys have already made a determination than put it in writing and mail
it to me. Is this considered as withdrawing my claim? And by your own
admission, you are stating that I was expecting a denial letter from you. And
yet in the very next line you are stating because of that assumption, you
single handedly without any consultation or approval from my side, decided that
I was withdrawing my application?? Does that even make
sense? In fact as mentioned above I simply stated that “if” you had already
preconceived your determination by default to deny my application, then I would
like that in writing.
2. 2.You next heard from me on Dec 2nd after
I received a letter from the insurance company that the claim is being closed
because I wanted to withdraw the claim. Once again a determination made by your
adjuster Miss [redacted] whom I didn’t speak to about the inability of Mr.
[redacted]’s schedule and his inability to come out to the property for an
inspection. Certainly something Mr. [redacted] and Miss [redacted] must have discussed
and decided to mail the letter stating that I wanted to withdraw the claim.
This is when I spoke to Miss [redacted] – Miss [redacted]’s supervisor who suggested to
get a second opinion and offered an inspection from [redacted].
3. 3. You state that you informed me of the finding
from [redacted] on Dec.4th 2014 and have been waiting for my
statement. The fact of the matter is that I only heard from Miss Janice [redacted] when she was trying to set up a
time to come out to inspect the property, which she did, and I have not heard
from her since. Not by mail, phone call or email. I would love to be able to
see some kind of evidence on her attempts to contact me.
4. 4. As you stated in your letter that on Dec.4th
2014, it was further confirmed by the insurance company that the leak has been
happening for over 30 days from the date of loss reported, then why did the
adjuster keep sending me letters stating the claim is being investigated and
more time is needed to determine if the claims for the damages should be
accepted or denied. Not to mention I made several attempts to contact the
adjuster to get updates and never received a return call, until I filed the
complaint with Revdex.com and Insurance Commissioner. Miss [redacted] called and left a
message for me on Friday Feb. 6 2015 stating that she has finally JUST received
the final report from Miss Janice [redacted] approximately over 2 months after her
inspecting the property. Is this considered normal turn around time for a field
adjuster to submit to the adjuster? Do you still think that Miss [redacted] or
Wawanesa Insurance Company made an honest effort in providing me superior
Customer Service? Or handled this claim by the way which it should have been handled.
5. 5. You state that you offered to pay for the
kitchen ceiling drywall access cut. Are you stating that I declined that
payment? To this date I have not received payment for the repairs nor a
complete written estimate,(which by the way is your responsibility and my right
to get) something Insurance Company promised to pay, as you wanted access to
get to the root of the problem.
I am sure the law requires an insurance company to determine
their position in relation to a claim filed within a reasonable time and inform
the policy holder of their finding in writing and close the claim and make
payments for the repairs for the damage they caused (hole in the ceiling). I
know that it’s my right not to offer a
recorded statement if I don’t feel comfortable. However I never declined to
give a statement, but was never given the opportunity to do so, except when I
spoke to Mr. [redacted]. I spoke to
him in the beginning of the claim. I understand that the insurance company has
many claims to handle at any given time, but to linger a claim by simply sending
out a letter to the policy holder that more time is needed to finish the
investigation for three months (when it has been determined on or about Dec.4th
2014 according to your letter) seems very clear to me that the adjuster wanted
to make me suffer for as long as she could.
It is obvious that
Miss [redacted] has the time and resources to reach out the policyholder only when
she absolutely has to, as she proved by calling me after I filed the complaint
with Revdex.com and Insurance Commissioner.
At this time I am waiting for the Insurance Commissioner to
determine if in fact Wawanesa Insurance Company acted within the scope of the
law and getting additional help in determining if the claim was handled
properly by the insurance company. So much time has been wasted by the
insurance company in closing this claim, that at this time I am asking the
insurance company to pay for the repairs from the leak and to close the hole in
my ceiling made by [redacted] at the request of the insurance company.
Thank you for your consideration as I look forward to better
days of customer service to an ordinary individual who had to suffer because
someone decided to use the power given to them and knows how to work the system
and get away with it.
Regards,[redacted]
cc: [redacted]Senior Insurance Complaince Officer
California Department Of Insurance
We called our insured back and spoke to her on February 16, the date of this complaint and added a vehicle to her policy.
An amended declaration confirming this policy change was mailed the next business day.
Please know that our office was closed on Monday, February 15 in...
observance of the holiday.While we did almost double staff last year, our call volumes continue to increase. So we continue to recruit and hire. Factors affecting the increase in calls are changes to our rates. As well, the new system implemented at the end of April 2015 unfortunately still has several issues which have caused additional calls. Our Vice President is currently Working with production teams placing a priority on getting the new system to operate as intended.
I phoned and left a message for our insured on February 18, apologizing for our Waittimes and explaining the reason for them. I have left her my name and direct contact should she have any further questions or need additional assistance.
Enclosed is a copy of our Call Tracking Report.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expected Customer Service.
I've had my worst ever car insurance dealing with this horrible company run by liars and scammers. Revdex.com has given them good ratings, but as a customer I can tell you they are a bunch of scammers and you will have a hell of a time, and will suffer greatly at the hands of their beneath contempt claim clerks, corrupt adjusters and division and department managers who must get kickbacks because they will make your life miserable, manipulating and lying to your faceif you refuse to use their body shops and mechanics and they seem to care only about one thing, not your welfare, but to save the company money - which must be their mandate as they are the most ruthless bunch of rats ever encountered dealing with a car insurance company. Be careful. Be cautious. I would not recommend them to my enemies even, that's how despicable I think they are.