This letter is our official written complaint as to the unbelievable awful treatment of Mr. [redacted]. The customer service is NON existent when it comes to Mr. [redacted]. Since the first call he has been awful. We didn't ask for our vehicle to be stolen. We did however expect our insurance company to treat us better and be more sympathetic and make us feel like we will be taken care of. Instead we have been treated the complete opposite.
On Friday, February 19, 2016, we received a notice from the police informing us that the vehicle was being stored. The address on the back of the notice had the Santa Fe Springs address so we assumed that that's where the vehicle was being stored. I, [redacted], went to that location on Monday the next business day. When I spoke to the officer at the window he informed me that they did not send us the document. The officer did some research and found out that our vehicle was being stored in Nevada. The officer proceeded to give us the location of our vehicle.
The following day my wife called Mr. [redacted] to give him the information given to us by the officer as to the location of the vehicle. Mr. [redacted] asked my wife to have me call him directly as I am the driver of the vehicle, therefore all the conversations were between Mr. [redacted] and myself. I did not like how Mr. [redacted] treated me since the beginning. Mr. [redacted] obviously doesn't like the clients asking questions because he would make noises that perceived him as being annoyed when I would ask him a question. Also, he would make comments such as "that is not the way it works". I am not familiar with car insurance procedures, as such, his comments were very insensitive, unprofessional and made me feel belittled. All I know is that we paid this insurance company for their services and so far, I feel like we have just been made to feel like we're bothersome and left to fend for ourselves.
I was instructed by Mr. [redacted] that I needed to have the car released, so they can take it out of the impound yard where it was currently located and moved to one of their yards. I did it within minutes of his request. I called him back to let him know and he said he was on it.
On March 7, 2016 I called Mr. [redacted] and had to leave a message. I never got a call back. I called on March 10, 2016 again but my call went straight to voicemail. My wife [redacted] asked me to call the 800 number and asked me to speak with another representative because we needed to get a status on the vehicle. We needed to know what was taking so long. The 30 day rental is almost over and we don't know anything about the truck. I was transferred to Mr. [redacted] and right away he was rude AGAIN. I asked him about the truck and he told me he has been waiting on me to give him the shop that we want them to take the car. I had no idea I was supposed to provide this information to him as he has failed to properly communicate with us and keep us informed of the status of our claim. This whole time we've been waiting on him to get in touch with us. He informed me that they would appraise the car to see if it's worth fixing it or just pay the claim. I asked him where the truck was and he informed me that it was still in Las Vegas.
I could not believe my truck was still in the impound yard, so I asked him why is it was still there and not back in California? He did not reply. I further asked him what was wrong with the truck? No answer. I asked if we needed to look for a mechanic or body shop and Mr. [redacted] replied with "Both". Again, I asked him why he didn't move the truck back or brought it back to our residence and gave me instructions as to what I needed to do. Mr. [redacted] got upset and said he was done with me and that he was closing my file and for me not to call him again, then, he hung up on me.
About 20 minutes later Mr. [redacted] calls me back to let me know that my truck will be towed back to my home. I told him that that should have been done two weeks ago. Obviously he did not like my response as he was very nasty on the line when I told him these are the reasons why we're paying this insurance company. His reply to me prior to hanging up was "oh you will pay".
What kind of customer service is this???????? How is he even working in a department that requires people with customer service experience?????? I am beside myself.
My wife called to get the name of his supervisor and was informed that Mr. [redacted] is new to the department but that she can talk to his supervisor [redacted]. She left two messages. Finally Ms. [redacted] called me back. I explained how I was treated and my disappointment in the way our claim has been dealt with. She assured me that she would talk to Mr. [redacted] but from the tone of her voice I almost doubt that will happen.
On Saturday March 12, 2016 we received the closing letter dated March 10, 2016 the same day Mr. [redacted] told me he was done with me. I cannot believe I get a closing letter and I still do not have my truck back. Nothing has been resolved and yet he tells me that we are done.
On March 16, 2016 my wife [redacted] called [redacted] the supervisor to find out where our truck was because we were informed that he was in route. Ms. [redacted] stated she would find out and call me back. Shortly thereafter she calls to advice my wife that the truck was still in Las Vegas ( that make it 3 weeks now). But we will have it back today.
On March 16, 2016 11:58pm we finally received our truck but our truck has issues.
On March 17, 2016 I took the truck to Ford Motor to be checked. The truck has many issues in which the representative that assisted me stated that they would submit the appraisal to Wawanesa insurance.
On March 18, 2016, I am informed that they will not cover the mechanic only the doors in which the thief forced themselves in. My truck has never been driven so far. I have no idea what the thief's did to my truck but now it's hard to steer, the engine light in on, it smells like something is burnt and Wawanesa refuses to fix that.
I am so tired of being treated bad by the insurance company. All I ask is for my truck to be fixed.
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 and obviously I reject the classification of invalid complaint. For your reference, details of the offer I reviewed appear below.
Although the information they post is accurate regarding my concerns. The business fails to explain why I didn't receive any notifications. During the several calls to customer service and the supervisor,which by the way took more than 7 days to actually get something from them. They acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our family. We, after so many years never failed to pay or even filed any claim with them, we would have never switched nor we would have failed to pay if we got any notification. Their explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the notices.
I believe is fair to say that their communication system lacks the robustness that a company operating in such a delicate and regulated environment should have in order to provide excellent customer service. We got lucky that no issues arise from driving for 3 weeks without insurance and we were welcomed by another company specially after learning that we had been loyal to another insurance company for so many years.
According to their supervisor, they cancel thousands of policies and they don't have time to review if something went wrong or even care about the potential customer lifetime value. I wasn't offered any consideration and lost all discounts etc.. (which the other company matched). The process of reapplying with from my initial call took 8 days and then I would have to fill up a form again and mail it to them.
I believe they lack the resources to provide services in the California market without properly addressing their system and infrastructure. I am afraid I am not alone and many people probably have the same issue.
I respectfully dismiss the classification of invalid and request that the company publicly recognises that somebody went wrong and that they would attempt to improve their customer service procedures, communication (including electronic notices) and provide a competitive service for the thousands of drivers that may have suffered the same as me.
I did thank the supervisor for the call because obviously it was not really his fault and he knew that they have many issues with their communication protocol and are working on it.
I think is important consumers realize that they can be dropped at any time without further consideration even if you have been a loyal, no claims, paying customer for more than 12 years due to a lack of follow up from their company which, even if a letter is required by law to be sent, it would have been solved as easy as sending an email to our family or an automatic call to our cell.
Errors happen but the lack of responsibility that this company shows is something that should be publicly addressed. I don't need anything else from them at this point other than making sure this complaint is not dropped.
Obviously the underwriting manager and MBA doesn't appear to have been taken advantage of their studies otherwise he would have known that valuable customers are hard to find and taking care of them is an essential part of keeping them.
Regards,
[redacted],MBA
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa Insurance.
The New Business Unit received your application on March 30, 2015. New BusinessRepresentative, [redacted] spoke to you on April 1, 2015 to advise that since you...
updatedthe annual mileage on your application from 3,000 to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,000 asoriginally stated and the annual premium would remain at $765.00 as originally quoted.Your policy was issued on April 1, 2015 with an effective date of March 27, 2015. Ourpolicy notes show you called our Customer Service Department on April 2, 2015 andrequested to cancel your policy. A full refund of $308.40 was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstanding. If you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with you. If you have any further concerns regarding this matter, please feel tocontact me.
Sincerely,
[redacted] MBA, AINS
Underwriting Manager
Dear Ms. [redacted]:
text-align: justify;">We are in receipt of correspondence from you dated February 29, 2016. In response, we contacted our policyholder [redacted]e, via telephone, and in writing, to apologize, offer an explanation regarding the events surrounding her claim and explain the applicable coverages.
A copy of my correspondence to Ms. [redacted] is enclosed for your records.
If you have any questions, relative to the above, please contact the undersigned at [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Monday through Friday, or you can email me at: [redacted]
Sincerely,
Wawanesa General Insurance Company
[redacted]
Claims Manager
My car was hit by a driver who's insurance is with Wawanese Insurance. Going through their insurance to fix my car has been a nightmare. My accident was on Oct 22nd and the inspector didn't come out until November 11th. I didn't hear anything for at least a week. I brought my car into the repair shop soon afterwards and they found more damage the inspector didn't see. Now I'm stuck in the middle of the dispute between the dealer and the insurance company. It's almost been two months since my accident and my car is no where close to being fixed. I get no calls from Wawanesa after leaving several voicemails asking about the situation. I get plenty of calls from the body shop asking me to ask them. This is not what you'd expect being the one hit by another person's car. I find this extremely unacceptable for a car insurance.
I inquired this company which I use to have a policy with about the "letter of experience" (needed for a new policy). Usually such letter is issued within a day or 2. For Wawanesa was over a week, so I decided to call again. I should say rather -tried to call. I called several times from 2 phones and each time I was put on hold - each time for more than 30 minutes. No one to talk to. Even in claim department. What would happen if I were in accident? I still haven't reach anyone nor I received my letter of experience which was promised to me last week ... I can't believe such service still is being offer to customers.
Stay clear! shady business practices, endangerment and possible injury due to DRP shops they recommend. This insurance company will put your car back together improperly and put your life in danger.The service is very unprofessional and employees lack knowledge of simple vehicle function and part structure.
We have received your request for additional information regarding the damages to our insured's 2003 Honda S2000, caused by our Salvage facility, Insurance Auto Auctions. In this request, our insured has added a Complaint regarding the amount of time it took to have his vehicle delivered to his residence after it was deemed repairable.
We received notice that his vehicle would be repairable on March 11, 2016. At that time, our adjuster attempted to reach him, leaving a voice mail requesting a call back with the name of a shop he would like to repair his vehicle. On March 16, 2016, upon hearing from our Customer, our adjuster was able to advise Insurance Auto Auction, to have the vehicle towed to our insured's residence. Standard towing procedure allows 24 to 48 hours upon order placement. The vehicle was then delivered on March 22, 2016, which amounted to four business days. We had also spoken to the insured on this day and informed him of the tow and delivery status,
As Stated in our first response we thought as a first step, it would be best for the Manager at Insurance Auto Auction, to contact the insured directly. Once we were advised that they were not taking full responsibility for all the incurred damages, we assigned a re-inspector to complete a thorough estimate and Confirm that the damages resulted from forklifting while at Insurance Auto Auction. Our re-inspector made Sure before leaving on vacation to have the estimate completed, and we were able to issue payment to our insured for a total of $3,459.01 for the tow yard damages. We have also extended rental to our insured for the additional time it will take to complete the additional repairs. We will be contacting Insurance Auto Auction, for reimbursement of damages and for the additional rental.
We understand our Customer's frustration with the events of his claim. With that in mind, we made attempts which we feel were helpful for him in order to fully repair his vehicle.
Sincerely,Wawanesa General Insurance Company
As we discussed in our telephone conversation of March 19, 2015, we are in receipt of correspondence from theSan Diego Revdex.com dated March 17, 2015, regarding your complaint.
I extend my sincere apologies for not providing you with the standard of service that Wawanesa...
General InsuranceCompany is known for. We understand your time is important and it was not our intent to inconvenience you.Over the last few months, the incoming call volume to our Customer Service Department has increased by 20%.This increase was unexpected. Please know that we are actively working on solutions to address this increase incalls and improve our customer experience.
I was very sorry to learn you had chosen to seek insurance with another company. Should you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholders. We are in the process of hiring additional service representatives and are launching an upgradedprocessing system. We have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devices. Very shortly, this mobile application will also provide electronic proof ofinsurance and policy details.
Again, I am very sorry for the long hold times you experienced when calling us. If I can be of assistance in thefuture, please do not hesitate to contact me.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
[redacted]
Claims Manager
We have received a letter from the Revdex.com, regarding the additional damages to your 2003 Honda S2000, while stored at our storage facility, Insurance Auto Auctions. You notified me of these additional damages on March 23, 2016. At that time, I advised you, I would contact the...
manager of that yard to inquire if they would accept liability for the additional damages. In speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possession. I also requested she contact you directly as I believed that would be the best first step to take in this situation. Unfortunately, the salvage yard only took responsibility for the forklift damage to the rear bumper, and claimed the rest of the damage was pre-existing.On March 29, 2016, in order to resolve the situation, I felt it was best to have our re-inspector meet with you at a shop to complete a more thorough inspection, and determine if these damages could have occurred while at our salvage yard. Our re-inspector met with you on March 31, 2016, per your request and was able to determine that the damages did occur while stored at Insurance Auto Auction, mainly from being forklifted while in their possession.
Our re-inspector will write a complete estimate on all the additional damage, so that you may have these damages repaired at the same time as your original collision claim related damages. We will then look to IAA, to reimburse us for such damages. We will also cover any additional rental needed for the additional time it will take make these additional repairs. We sincerely apologize for any inconvenience this has Caused you.
Sincerely,
Wawanesa General Insurance Company[redacted]
Material Damage Supervisor
Dear Ms. [redacted]
This letter is in response to the letter, you sent to me onMarch 31, 2014. Yes, it’s true that several payments were made to my home owner’sinsurance by mistake. I’ve been a customer for more than ten years, and it hashappened at least twice before now. The payment for the car insurance was sentmistakenly. If you will look at the payment history, you will notice that thepayment made in September 2013 was an advance payment for the November 17, 2013through July 17, 2014 premium. There were no payments due for the priorNovember 2012 through July 2013 premium.
There were a total of three payments made to the [redacted]Auto Account (see attachment #1) 9/03/2013, 01/30/2014, and 02/21/2014. Therewere only two payments made to the home owner’s insurance policy #[redacted]see attachment #2) 11/26/2013, and 01/13/2014. These payments were made onlineto E-Z Pay. I did not receive anyinformation regarding late, delinquent, or discontinuance of the auto policy. DMVcharged me for temporary suspension of registration effective 03/06/2014 (seeattachment #3), which clearly shows they had no prior knowledge of the supposedlycancellation of insurance in November. Thepolicy for November 17, 2013 Through November 17, 2014 was mailed to me on (October25, 2013 postage date). (Attachment #4).
I received a refundin the amount of $140.00 from the Home Owner’s insurance, but only $70.00 FROMTHE AUTO INSURANCE WHICH WAS PAID THREE TIMES…..(attachment #5 and #6)..
We are in receipt of your October 8, 2014 email where our insured, [redacted] has lodged
a complaint with your office. In your correspondence you state that you "recognize that there
are two sides to every dispute." In this particular auto accident there are actually three...
separate
versions of the incident being presented.
This loss occurred at 7:15 p.m. on July 30, 2014. All vehicles involved in the loss were
travelling on Interstate 10 westbound also known as the Santa Monica freeway. Traffic was
heavy and described as "stop and go" traffic. Mr. [redacted] was alone operating his 2011 Chevy
Malibu and travelling in lane number three. He is described as the front most vehicle in this
loss and [redacted] was travelling directly behind him in her 2009 Mazda 5. Ms. [redacted]
had five passengers in the Mazda van. Travelling directly behind the Mazda van was [redacted]
[redacted] in a 1998 Pontiac Grand-Am. Please note; Ms. [redacted] is also insured with Wawanesa
General Insurance Company.
California Highway Patrol responded to the accident scene. The investigating officers took
statements from all parties and concluded that the cause of the loss was Mr. [redacted] in
violation of California Vehicle Code Section 22350 which states: no person shall drive a vehicle
upon a highway at a speed greater than is reasonable or prudent having due regard for weather,
visibility, the traffic on, and the surface and width of, the highway, and in no event that a speed
which endangers the safety of persons or property. In essence the investigating officer found
that Mr. [redacted] drove his Pontiac into the rear of the Mazda van driven by Ms. [redacted] and
pushed the van into Mr. [redacted]'s vehicle. It should also be noted that Mr. [redacted] was cited
for being an un-licensed driver. The Pontiac being driven by Mr. [redacted] had just been
purchased. Part of the difficulty in resolution of this claim is the fact that [redacted] Insurance,
for Mr. [redacted], has yet to reach a coverage determination regarding the 1998 Pontiac
Grand-Am.
The occupants of Ms. [redacted]'s Mazda van all of which are between the ages of 15 and 18 have a
slightly different version of the accident. The two recorded statements we have obtained
indicate that the 2011 Chevy Malibu driven by Mr. [redacted] came to a very abrupt stop and Ms.
[redacted] braked hard and almost avoided rear ending the Chevy; however, made slight contact
seconds before being rear ended by Mr. [redacted]'s vehicle. They state they were pushed back
into Mr. [redacted]'s vehicle a second time, much harder. In the second impact the airbags of the
Mazda van deployed. In their version they felt three impacts two to the front of the vehicle and
one from the rear. In this second scenario Mr. [redacted] should have felt two impacts.
The Complainant, [redacted] has yet a third version of the auto accident. He states he
was slowing for traffic when he was rear-ended by the Mazda van travelling directly behind
him. He denies there being a second impact and upon being struck in the rear had to swerve to
avoid striking the vehicle in front of him.
We have kept Mr. [redacted] informed of our progress and why we've required additional time to
conclude our investigation. We obtained the statement of our driver, [redacted], on
October 16, 2014, which allowed us to reach a liability determination. Mr. [redacted] was
informed this date that we will be able to honor his claim.
The sorting out of the three separate versions created some difficulty in final resolution of this
claim. While Wawanesa General Insurance Company would have liked to have completed it's
investigation into this matter sooner, it took some time to arrange for statements with the
minors involved, including Ms. [redacted].
Should you require further information regarding this claim, please contact the undersigned
between the hours of 8:30a.m. and 5:00p.m., Monday through Friday, at ###-###-####.
Respectfully,
[redacted]
Claims Manager
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.
In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular,...
your concerns surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.
To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.
We are in receipt of your inquiry based on a complaint submitted to your office on 08/13/14 by
Mr. [redacted]. Our office registered your inquiry August 18, 2014.
On 08/09/14, Mr. [redacted] reported a loss involving vandalism to his 2009 lnfiniti FX35.
Specifically, a vandal...
broke the rear glass of his vehicle causing damage to the glass and an
interior component. At" that time we referred Mr. [redacted] to All-Star Glass company as a
potential alternative for replacement of the broken rear glass. We also dispatched a field
appraiser to complete a damage estimate for this loss.. Our field appraiser completed an
appraisal for damages on 8/12/14 quoting repair costs of $1139.12 for complete repairs. Per
the policy contract, we obtained a comparable market quote for the cost of like, kind, and quality
replacement glass from a local glass vendor (Gator Glass) at that time. At no time did
Wawanesa recommend or refer Mr. [redacted] to this facility for repairs. After applying Mt.
[redacted]'s $500.00 deductible to the total estimate for damages, we issued a check to Mr.
[redacted] in the amount of $639.12 on 8/13/14 for full settlement of his claim.
It is our understanding from speaking with Mr. [redacted] that he later chose to utilize the
services of Gator Glass for the replacement of the broken rear glass. We also understand Mr.
[redacted] is claiming faulty workmanship by Gator Glass caused damage to the paint on his
vehicle and the rear glass to be incorrectly installed. Mr. [redacted] provided photographs of this
damage to our office on 8/22/14.
On 8/20/14 we spoke with a representative of Gator Glass ([redacted]). He confirmed his
company was aware of the damage to Mr. [redacted]'s vehicle including the incorrectly installed
glass. Mr. [redacted] advised his company was willing to work with Mr. [redacted] to resolve this
issue. He further confirmed his company was awaiting a call back from Mr. [redacted] to
determine how they would proceed to resolve this issue.
We spoke with Mr. [redacted] on 8/20 and again on 8/22/14 confirming his options_ to resolve this
issue.
We confirmed with Mr. [redacted] that it was his decision to use the services of Gator Glass and
not any other vendor. We reminded Mr. [redacted] that we did not actively or passively initiate or
complete any referral to Gator Glass to complete these repairs. We advised Mr. [redacted] that
the replacement glass quote from Gator Glass applied to his estimate was a comparison quote
for like, kind, and quality glass replacement in his local market only. We also advised Mr.
[redacted] that we provided him with all required disclosures throughout this process.
Additionally, we reminded Mr. [redacted] that Wawanesa does not and did not express or imply
any warranty for work completed at any glass facility.
We confirmed for Mr. [redacted] that Gator Glass stated they are willing to resolve his claim for
damages according to their knowledge of the situation and their company warranty or
guarantee. Mr. [redacted] repeatedly advised us that he refused to allow Gator Glass to
address these issues or attempt to resolve the damaged items or workmanship. We advised
Mr. [redacted] that using the Gator Glass warranty appeared to be his best option to resolve
these workmanship issues. We also advised him the only alternative to pursue an additional
claim for damages through Wawanesa would be to report a separate loss for damages. To
date, Mr. [redacted] has not reported a separate loss.
Based on our understanding of this situation, Mr. [redacted] experienced a new and separate
loss for additional damages to his vehicle. The new damages, while related to repair work
completed on this claim, were caused on a separate date of loss due to the faulty workmanship
of Mr. [redacted]'s chosen repair facility. Since Mr. [redacted] selected this facility (Gator Glass)
we recommend he work with them to resolve these issues under their warranty or guarantee
process. Otherwise, Mr. [redacted] may report a separate loss to Wawanesa that will be
promptly and thoroughly investigated for coverage according to the applicable policy contract.
Sincerely,
Wawanesa General Insurance Company
[redacted]
Claims Manager
Dear Mr. [redacted]:I am in receipt of your complaint to the Revdex.com sent to us April 14 regarding yourinability to contact us on April 11, 2015.
First let me please offer my sincere apologies for our inability to answer and take your telephone call thefirst time...
you phoned us. I am in complete agreement that this type of service is unacceptable andneeds to be improved immediately. I have phoned and left several messages hoping to speak with youdirectly to apologize.Over that weekend, starting on Thursday afternoon, April 10, our local carrier, AT&T experienced a cutin a fiber line that provides service for our telephone and processing systems. This turned out to be amajor incident and turned out to take much longer to repair than anyone expected.
Once the problem line was identified, we were told that they had no access to the manhole where it waslocated until after [redacted] on Saturday morning, the day you called. Our phone report shows that youcalled us several times between 9:34am and 9:55am and the phone just rang. Normally, our companymessaging would have been in place to route you to Customer Service for assistance.
This turned out to be a larger problem than thought and took the weekend to repair. We did our bestwith the resources we had to advise our customers of the outage. A message was placed on our websiteand, if or when the phone line service was restored, a message explaining the current system issues.
I see in the complaint information that you have a different address. I will make that address change toyour policy and send you confirmation.
As for your desired settlement to refund all monies paid, please contact me to discuss. Refunding allmonies paid requires a cancellation of the policy back to its inception date of July 16, 2014. You haveadvised us that you have a lienholder on your vehicle and proof of insurance has been provided to them.Again Mr. [redacted], I sincerely apologize for not being able to meet and provide expected customerservice. Unfortunately, the circumstances were out of our control that day.
Sincerely,
[redacted] Customer Service ManagerWawanesa General Insurance Company
We received a subsequent letter regarding your complaint filed with the Revdex.comto which we have responded.
We do value you as a customer Mr. [redacted] and apologize for the delay and inconvenientexperience you incurred; our # 1 priority is providing an excellent customer service . We are inthe process of updating our infrastructure that will enable our representatives to quote, issue, andbind coverage over the phone. This new capability will improve our customers' experiencesthrough increased efficiencies and timeliness.
Enclosed with our letter to you dated January 22, 2015 were copies of the billing and cancellationnotices that were previously mailed to the address shown above. The address was verified andconfirmed to be the same address on the automobile quotation and the one listed on your originalcomplaint. The Company did not receive any "Return Mail" or "Undeliverable Mail" noticesfrom the Post Office.
Again, we apologize for the inconvenience you have experienced and we hope we can serve yourinsurance needs in the future.
Sincerely,
[redacted], MBA, AINS
Underwriting Manager
I have been with Wawanesa for less than a year and I was totally happy with them until they just sent me my renewal rate. It went up $300 with no ticket or accident!! Operator blamed it on a Oregon restructuring. BS!!
I have been a customer or I should say was a customer for over 20 years. I had both Condo and auto insurance policies. My auto insurance policy doubled when I added my 16 year old but I expected that to happen, however , last July (2015) when my annual premium was due I called to update my last name and see if there was some sort of proration available because the same kid was going away to school. I was told that a new updated policy would be sent out and that I could call in August after school started to get a prorated refund. Well, I called the entire month of August and never got through to anyone. I was on hold multiple times for hours and no one ever answered my calls, so I never spoke to anyone about any type of proration and therefore was never told about the following : and as luck would have it, life goes on and I forgot about calling again. Well, this July 2016, I called Wawanesa because lo and behold I did not receive my annual premium notice in the mail like I had for over 20 years and here is what Wawanesa tells me. "Oh, your policy lapsed last year for non-payment. You don't have auto insurance and haven't since July 2015". I had been driving two cars around for a year unbeknownst to me without insurance. I had an insurance card in my wallet that said otherwise but I never received an updated policy last year with my new name and never paid the premium as I was waiting for the updated name change which never came in the mail. Thanks Wawanesa for the heads up! so I had to start a "new" policy this July (2016) and lost all the discounts I had for persistency because it was considered "new" even though I had 20+ years with them as a customer. Well, needless to say I have cancelled the new policy and they are charging me a $50.00 fee to cancel because I am cancelling within 60 days and additionally - the insurance company is supposed to tell you when a policy is cancelled (that is the law) but according to Wawanesa technically- when you renew it is considered an "OFFER" to renew, therefore, if you forget to pay it is not a cancellation you are just without insurance. Very clever Wawanesa. I have called to get a letter recently and gotten the run around again by customer service just last week. I will not recommend Wawanesa as I have in the past. There is no loyalty to longtime customers and the customer service people don't care.
Our insured first phone our office on July 6, 2015 and did speak with a supervisor. Her next call to uswas on July 17, 2015. And she did receive a callback from a supervisor. I spoke with the insured myselfon July 20, 2015.
I apologized for the confusion with her payment and for the...
long wait times. With the implementationof a new processing system and an unprecedented increase in phone volumes, we have been challengedin providing the type of service our policyholders are used to and deserve. I assured her that as acompany we are committed to getting back on track. That we have a training class of 24 new hires tostart on August 10.As for the payment issue, I advised our insured that I would personally speak with our AccountingDepartment to get the matter straightened out. That was done.
I gave our insured my direct extension if she had any further questions.
Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can confirmthat our insured did call us several times but I cannot confirm that she experienced a hold time of 4hours. Not the service we are used to providing but her longest hold time was 28 minutes. The reportwas run using the t ime period of July 1 through August 6.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.
Sincerely,
[redacted]
Customer Service Manager
This letter is our official written complaint as to the unbelievable awful treatment of Mr. [redacted]. The customer service is NON existent when it comes to Mr. [redacted]. Since the first call he has been awful. We didn't ask for our vehicle to be stolen. We did however expect our insurance company to treat us better and be more sympathetic and make us feel like we will be taken care of. Instead we have been treated the complete opposite.
On Friday, February 19, 2016, we received a notice from the police informing us that the vehicle was being stored. The address on the back of the notice had the Santa Fe Springs address so we assumed that that's where the vehicle was being stored. I, [redacted], went to that location on Monday the next business day. When I spoke to the officer at the window he informed me that they did not send us the document. The officer did some research and found out that our vehicle was being stored in Nevada. The officer proceeded to give us the location of our vehicle.
The following day my wife called Mr. [redacted] to give him the information given to us by the officer as to the location of the vehicle. Mr. [redacted] asked my wife to have me call him directly as I am the driver of the vehicle, therefore all the conversations were between Mr. [redacted] and myself. I did not like how Mr. [redacted] treated me since the beginning. Mr. [redacted] obviously doesn't like the clients asking questions because he would make noises that perceived him as being annoyed when I would ask him a question. Also, he would make comments such as "that is not the way it works". I am not familiar with car insurance procedures, as such, his comments were very insensitive, unprofessional and made me feel belittled. All I know is that we paid this insurance company for their services and so far, I feel like we have just been made to feel like we're bothersome and left to fend for ourselves.
I was instructed by Mr. [redacted] that I needed to have the car released, so they can take it out of the impound yard where it was currently located and moved to one of their yards. I did it within minutes of his request. I called him back to let him know and he said he was on it.
On March 7, 2016 I called Mr. [redacted] and had to leave a message. I never got a call back. I called on March 10, 2016 again but my call went straight to voicemail. My wife [redacted] asked me to call the 800 number and asked me to speak with another representative because we needed to get a status on the vehicle. We needed to know what was taking so long. The 30 day rental is almost over and we don't know anything about the truck. I was transferred to Mr. [redacted] and right away he was rude AGAIN. I asked him about the truck and he told me he has been waiting on me to give him the shop that we want them to take the car. I had no idea I was supposed to provide this information to him as he has failed to properly communicate with us and keep us informed of the status of our claim. This whole time we've been waiting on him to get in touch with us. He informed me that they would appraise the car to see if it's worth fixing it or just pay the claim. I asked him where the truck was and he informed me that it was still in Las Vegas.
I could not believe my truck was still in the impound yard, so I asked him why is it was still there and not back in California? He did not reply. I further asked him what was wrong with the truck? No answer. I asked if we needed to look for a mechanic or body shop and Mr. [redacted] replied with "Both". Again, I asked him why he didn't move the truck back or brought it back to our residence and gave me instructions as to what I needed to do. Mr. [redacted] got upset and said he was done with me and that he was closing my file and for me not to call him again, then, he hung up on me.
About 20 minutes later Mr. [redacted] calls me back to let me know that my truck will be towed back to my home. I told him that that should have been done two weeks ago. Obviously he did not like my response as he was very nasty on the line when I told him these are the reasons why we're paying this insurance company. His reply to me prior to hanging up was "oh you will pay".
What kind of customer service is this???????? How is he even working in a department that requires people with customer service experience?????? I am beside myself.
My wife called to get the name of his supervisor and was informed that Mr. [redacted] is new to the department but that she can talk to his supervisor [redacted]. She left two messages. Finally Ms. [redacted] called me back. I explained how I was treated and my disappointment in the way our claim has been dealt with. She assured me that she would talk to Mr. [redacted] but from the tone of her voice I almost doubt that will happen.
On Saturday March 12, 2016 we received the closing letter dated March 10, 2016 the same day Mr. [redacted] told me he was done with me. I cannot believe I get a closing letter and I still do not have my truck back. Nothing has been resolved and yet he tells me that we are done.
On March 16, 2016 my wife [redacted] called [redacted] the supervisor to find out where our truck was because we were informed that he was in route. Ms. [redacted] stated she would find out and call me back. Shortly thereafter she calls to advice my wife that the truck was still in Las Vegas ( that make it 3 weeks now). But we will have it back today.
On March 16, 2016 11:58pm we finally received our truck but our truck has issues.
On March 17, 2016 I took the truck to Ford Motor to be checked. The truck has many issues in which the representative that assisted me stated that they would submit the appraisal to Wawanesa insurance.
On March 18, 2016, I am informed that they will not cover the mechanic only the doors in which the thief forced themselves in. My truck has never been driven so far. I have no idea what the thief's did to my truck but now it's hard to steer, the engine light in on, it smells like something is burnt and Wawanesa refuses to fix that.
I am so tired of being treated bad by the insurance company. All I ask is for my truck to be fixed.
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 and obviously I reject the classification of invalid complaint. For your reference, details of the offer I reviewed appear below.
Although the information they post is accurate regarding my concerns. The business fails to explain why I didn't receive any notifications. During the several calls to customer service and the supervisor,which by the way took more than 7 days to actually get something from them. They acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our family. We, after so many years never failed to pay or even filed any claim with them, we would have never switched nor we would have failed to pay if we got any notification. Their explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the notices.
I believe is fair to say that their communication system lacks the robustness that a company operating in such a delicate and regulated environment should have in order to provide excellent customer service. We got lucky that no issues arise from driving for 3 weeks without insurance and we were welcomed by another company specially after learning that we had been loyal to another insurance company for so many years.
According to their supervisor, they cancel thousands of policies and they don't have time to review if something went wrong or even care about the potential customer lifetime value. I wasn't offered any consideration and lost all discounts etc.. (which the other company matched). The process of reapplying with from my initial call took 8 days and then I would have to fill up a form again and mail it to them.
I believe they lack the resources to provide services in the California market without properly addressing their system and infrastructure. I am afraid I am not alone and many people probably have the same issue.
I respectfully dismiss the classification of invalid and request that the company publicly recognises that somebody went wrong and that they would attempt to improve their customer service procedures, communication (including electronic notices) and provide a competitive service for the thousands of drivers that may have suffered the same as me.
I did thank the supervisor for the call because obviously it was not really his fault and he knew that they have many issues with their communication protocol and are working on it.
I think is important consumers realize that they can be dropped at any time without further consideration even if you have been a loyal, no claims, paying customer for more than 12 years due to a lack of follow up from their company which, even if a letter is required by law to be sent, it would have been solved as easy as sending an email to our family or an automatic call to our cell.
Errors happen but the lack of responsibility that this company shows is something that should be publicly addressed. I don't need anything else from them at this point other than making sure this complaint is not dropped.
Obviously the underwriting manager and MBA doesn't appear to have been taken advantage of their studies otherwise he would have known that valuable customers are hard to find and taking care of them is an essential part of keeping them.
Regards,
[redacted],MBA
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa Insurance.
The New Business Unit received your application on March 30, 2015. New BusinessRepresentative, [redacted] spoke to you on April 1, 2015 to advise that since you...
updatedthe annual mileage on your application from 3,000 to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,000 asoriginally stated and the annual premium would remain at $765.00 as originally quoted.Your policy was issued on April 1, 2015 with an effective date of March 27, 2015. Ourpolicy notes show you called our Customer Service Department on April 2, 2015 andrequested to cancel your policy. A full refund of $308.40 was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstanding. If you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with you. If you have any further concerns regarding this matter, please feel tocontact me.
Sincerely,
[redacted] MBA, AINS
Underwriting Manager
Dear Ms. [redacted]:
text-align: justify;">We are in receipt of correspondence from you dated February 29, 2016. In response, we contacted our policyholder [redacted]e, via telephone, and in writing, to apologize, offer an explanation regarding the events surrounding her claim and explain the applicable coverages.
A copy of my correspondence to Ms. [redacted] is enclosed for your records.
If you have any questions, relative to the above, please contact the undersigned at [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Monday through Friday, or you can email me at: [redacted]
Sincerely,
Wawanesa General Insurance Company
[redacted]
Claims Manager
My car was hit by a driver who's insurance is with Wawanese Insurance. Going through their insurance to fix my car has been a nightmare. My accident was on Oct 22nd and the inspector didn't come out until November 11th. I didn't hear anything for at least a week. I brought my car into the repair shop soon afterwards and they found more damage the inspector didn't see. Now I'm stuck in the middle of the dispute between the dealer and the insurance company. It's almost been two months since my accident and my car is no where close to being fixed. I get no calls from Wawanesa after leaving several voicemails asking about the situation. I get plenty of calls from the body shop asking me to ask them. This is not what you'd expect being the one hit by another person's car. I find this extremely unacceptable for a car insurance.
I inquired this company which I use to have a policy with about the "letter of experience" (needed for a new policy). Usually such letter is issued within a day or 2. For Wawanesa was over a week, so I decided to call again. I should say rather -tried to call. I called several times from 2 phones and each time I was put on hold - each time for more than 30 minutes. No one to talk to. Even in claim department. What would happen if I were in accident? I still haven't reach anyone nor I received my letter of experience which was promised to me last week ... I can't believe such service still is being offer to customers.
Stay clear! shady business practices, endangerment and possible injury due to DRP shops they recommend. This insurance company will put your car back together improperly and put your life in danger.The service is very unprofessional and employees lack knowledge of simple vehicle function and part structure.
We have received your request for additional information regarding the damages to our insured's 2003 Honda S2000, caused by our Salvage facility, Insurance Auto Auctions. In this request, our insured has added a Complaint regarding the amount of time it took to have his vehicle delivered to his residence after it was deemed repairable.
We received notice that his vehicle would be repairable on March 11, 2016. At that time, our adjuster attempted to reach him, leaving a voice mail requesting a call back with the name of a shop he would like to repair his vehicle. On March 16, 2016, upon hearing from our Customer, our adjuster was able to advise Insurance Auto Auction, to have the vehicle towed to our insured's residence. Standard towing procedure allows 24 to 48 hours upon order placement. The vehicle was then delivered on March 22, 2016, which amounted to four business days. We had also spoken to the insured on this day and informed him of the tow and delivery status,
As Stated in our first response we thought as a first step, it would be best for the Manager at Insurance Auto Auction, to contact the insured directly. Once we were advised that they were not taking full responsibility for all the incurred damages, we assigned a re-inspector to complete a thorough estimate and Confirm that the damages resulted from forklifting while at Insurance Auto Auction. Our re-inspector made Sure before leaving on vacation to have the estimate completed, and we were able to issue payment to our insured for a total of $3,459.01 for the tow yard damages. We have also extended rental to our insured for the additional time it will take to complete the additional repairs. We will be contacting Insurance Auto Auction, for reimbursement of damages and for the additional rental.
We understand our Customer's frustration with the events of his claim. With that in mind, we made attempts which we feel were helpful for him in order to fully repair his vehicle.
Sincerely,Wawanesa General Insurance Company
As we discussed in our telephone conversation of March 19, 2015, we are in receipt of correspondence from theSan Diego Revdex.com dated March 17, 2015, regarding your complaint.
I extend my sincere apologies for not providing you with the standard of service that Wawanesa...
General InsuranceCompany is known for. We understand your time is important and it was not our intent to inconvenience you.Over the last few months, the incoming call volume to our Customer Service Department has increased by 20%.This increase was unexpected. Please know that we are actively working on solutions to address this increase incalls and improve our customer experience.
I was very sorry to learn you had chosen to seek insurance with another company. Should you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholders. We are in the process of hiring additional service representatives and are launching an upgradedprocessing system. We have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devices. Very shortly, this mobile application will also provide electronic proof ofinsurance and policy details.
Again, I am very sorry for the long hold times you experienced when calling us. If I can be of assistance in thefuture, please do not hesitate to contact me.
Sincerely,WAWANESA GENERAL INSURANCE COMPANY
[redacted]
Claims Manager
We have received a letter from the Revdex.com, regarding the additional damages to your 2003 Honda S2000, while stored at our storage facility, Insurance Auto Auctions. You notified me of these additional damages on March 23, 2016. At that time, I advised you, I would contact the...
manager of that yard to inquire if they would accept liability for the additional damages. In speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possession. I also requested she contact you directly as I believed that would be the best first step to take in this situation. Unfortunately, the salvage yard only took responsibility for the forklift damage to the rear bumper, and claimed the rest of the damage was pre-existing.On March 29, 2016, in order to resolve the situation, I felt it was best to have our re-inspector meet with you at a shop to complete a more thorough inspection, and determine if these damages could have occurred while at our salvage yard. Our re-inspector met with you on March 31, 2016, per your request and was able to determine that the damages did occur while stored at Insurance Auto Auction, mainly from being forklifted while in their possession.
Our re-inspector will write a complete estimate on all the additional damage, so that you may have these damages repaired at the same time as your original collision claim related damages. We will then look to IAA, to reimburse us for such damages. We will also cover any additional rental needed for the additional time it will take make these additional repairs. We sincerely apologize for any inconvenience this has Caused you.
Sincerely,
Wawanesa General Insurance Company[redacted]
Material Damage Supervisor
Dear Ms. [redacted]
This letter is in response to the letter, you sent to me onMarch 31, 2014. Yes, it’s true that several payments were made to my home owner’sinsurance by mistake. I’ve been a customer for more than ten years, and it hashappened at least twice before now. The payment for the car insurance was sentmistakenly. If you will look at the payment history, you will notice that thepayment made in September 2013 was an advance payment for the November 17, 2013through July 17, 2014 premium. There were no payments due for the priorNovember 2012 through July 2013 premium.
There were a total of three payments made to the [redacted]Auto Account (see attachment #1) 9/03/2013, 01/30/2014, and 02/21/2014. Therewere only two payments made to the home owner’s insurance policy #[redacted]see attachment #2) 11/26/2013, and 01/13/2014. These payments were made onlineto E-Z Pay. I did not receive anyinformation regarding late, delinquent, or discontinuance of the auto policy. DMVcharged me for temporary suspension of registration effective 03/06/2014 (seeattachment #3), which clearly shows they had no prior knowledge of the supposedlycancellation of insurance in November. Thepolicy for November 17, 2013 Through November 17, 2014 was mailed to me on (October25, 2013 postage date). (Attachment #4).
I received a refundin the amount of $140.00 from the Home Owner’s insurance, but only $70.00 FROMTHE AUTO INSURANCE WHICH WAS PAID THREE TIMES…..(attachment #5 and #6)..
Thank you,
[redacted]
ID#[redacted]
We are in receipt of your October 8, 2014 email where our insured, [redacted] has lodged
a complaint with your office. In your correspondence you state that you "recognize that there
are two sides to every dispute." In this particular auto accident there are actually three...
separate
versions of the incident being presented.
This loss occurred at 7:15 p.m. on July 30, 2014. All vehicles involved in the loss were
travelling on Interstate 10 westbound also known as the Santa Monica freeway. Traffic was
heavy and described as "stop and go" traffic. Mr. [redacted] was alone operating his 2011 Chevy
Malibu and travelling in lane number three. He is described as the front most vehicle in this
loss and [redacted] was travelling directly behind him in her 2009 Mazda 5. Ms. [redacted]
had five passengers in the Mazda van. Travelling directly behind the Mazda van was [redacted]
[redacted] in a 1998 Pontiac Grand-Am. Please note; Ms. [redacted] is also insured with Wawanesa
General Insurance Company.
California Highway Patrol responded to the accident scene. The investigating officers took
statements from all parties and concluded that the cause of the loss was Mr. [redacted] in
violation of California Vehicle Code Section 22350 which states: no person shall drive a vehicle
upon a highway at a speed greater than is reasonable or prudent having due regard for weather,
visibility, the traffic on, and the surface and width of, the highway, and in no event that a speed
which endangers the safety of persons or property. In essence the investigating officer found
that Mr. [redacted] drove his Pontiac into the rear of the Mazda van driven by Ms. [redacted] and
pushed the van into Mr. [redacted]'s vehicle. It should also be noted that Mr. [redacted] was cited
for being an un-licensed driver. The Pontiac being driven by Mr. [redacted] had just been
purchased. Part of the difficulty in resolution of this claim is the fact that [redacted] Insurance,
for Mr. [redacted], has yet to reach a coverage determination regarding the 1998 Pontiac
Grand-Am.
The occupants of Ms. [redacted]'s Mazda van all of which are between the ages of 15 and 18 have a
slightly different version of the accident. The two recorded statements we have obtained
indicate that the 2011 Chevy Malibu driven by Mr. [redacted] came to a very abrupt stop and Ms.
[redacted] braked hard and almost avoided rear ending the Chevy; however, made slight contact
seconds before being rear ended by Mr. [redacted]'s vehicle. They state they were pushed back
into Mr. [redacted]'s vehicle a second time, much harder. In the second impact the airbags of the
Mazda van deployed. In their version they felt three impacts two to the front of the vehicle and
one from the rear. In this second scenario Mr. [redacted] should have felt two impacts.
The Complainant, [redacted] has yet a third version of the auto accident. He states he
was slowing for traffic when he was rear-ended by the Mazda van travelling directly behind
him. He denies there being a second impact and upon being struck in the rear had to swerve to
avoid striking the vehicle in front of him.
We have kept Mr. [redacted] informed of our progress and why we've required additional time to
conclude our investigation. We obtained the statement of our driver, [redacted], on
October 16, 2014, which allowed us to reach a liability determination. Mr. [redacted] was
informed this date that we will be able to honor his claim.
The sorting out of the three separate versions created some difficulty in final resolution of this
claim. While Wawanesa General Insurance Company would have liked to have completed it's
investigation into this matter sooner, it took some time to arrange for statements with the
minors involved, including Ms. [redacted].
Should you require further information regarding this claim, please contact the undersigned
between the hours of 8:30a.m. and 5:00p.m., Monday through Friday, at ###-###-####.
Respectfully,
[redacted]
Claims Manager
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.
In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular,...
your concerns surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.
To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.
We are in receipt of your inquiry based on a complaint submitted to your office on 08/13/14 by
Mr. [redacted]. Our office registered your inquiry August 18, 2014.
On 08/09/14, Mr. [redacted] reported a loss involving vandalism to his 2009 lnfiniti FX35.
Specifically, a vandal...
broke the rear glass of his vehicle causing damage to the glass and an
interior component. At" that time we referred Mr. [redacted] to All-Star Glass company as a
potential alternative for replacement of the broken rear glass. We also dispatched a field
appraiser to complete a damage estimate for this loss.. Our field appraiser completed an
appraisal for damages on 8/12/14 quoting repair costs of $1139.12 for complete repairs. Per
the policy contract, we obtained a comparable market quote for the cost of like, kind, and quality
replacement glass from a local glass vendor (Gator Glass) at that time. At no time did
Wawanesa recommend or refer Mr. [redacted] to this facility for repairs. After applying Mt.
[redacted]'s $500.00 deductible to the total estimate for damages, we issued a check to Mr.
[redacted] in the amount of $639.12 on 8/13/14 for full settlement of his claim.
It is our understanding from speaking with Mr. [redacted] that he later chose to utilize the
services of Gator Glass for the replacement of the broken rear glass. We also understand Mr.
[redacted] is claiming faulty workmanship by Gator Glass caused damage to the paint on his
vehicle and the rear glass to be incorrectly installed. Mr. [redacted] provided photographs of this
damage to our office on 8/22/14.
On 8/20/14 we spoke with a representative of Gator Glass ([redacted]). He confirmed his
company was aware of the damage to Mr. [redacted]'s vehicle including the incorrectly installed
glass. Mr. [redacted] advised his company was willing to work with Mr. [redacted] to resolve this
issue. He further confirmed his company was awaiting a call back from Mr. [redacted] to
determine how they would proceed to resolve this issue.
We spoke with Mr. [redacted] on 8/20 and again on 8/22/14 confirming his options_ to resolve this
issue.
We confirmed with Mr. [redacted] that it was his decision to use the services of Gator Glass and
not any other vendor. We reminded Mr. [redacted] that we did not actively or passively initiate or
complete any referral to Gator Glass to complete these repairs. We advised Mr. [redacted] that
the replacement glass quote from Gator Glass applied to his estimate was a comparison quote
for like, kind, and quality glass replacement in his local market only. We also advised Mr.
[redacted] that we provided him with all required disclosures throughout this process.
Additionally, we reminded Mr. [redacted] that Wawanesa does not and did not express or imply
any warranty for work completed at any glass facility.
We confirmed for Mr. [redacted] that Gator Glass stated they are willing to resolve his claim for
damages according to their knowledge of the situation and their company warranty or
guarantee. Mr. [redacted] repeatedly advised us that he refused to allow Gator Glass to
address these issues or attempt to resolve the damaged items or workmanship. We advised
Mr. [redacted] that using the Gator Glass warranty appeared to be his best option to resolve
these workmanship issues. We also advised him the only alternative to pursue an additional
claim for damages through Wawanesa would be to report a separate loss for damages. To
date, Mr. [redacted] has not reported a separate loss.
Based on our understanding of this situation, Mr. [redacted] experienced a new and separate
loss for additional damages to his vehicle. The new damages, while related to repair work
completed on this claim, were caused on a separate date of loss due to the faulty workmanship
of Mr. [redacted]'s chosen repair facility. Since Mr. [redacted] selected this facility (Gator Glass)
we recommend he work with them to resolve these issues under their warranty or guarantee
process. Otherwise, Mr. [redacted] may report a separate loss to Wawanesa that will be
promptly and thoroughly investigated for coverage according to the applicable policy contract.
Sincerely,
Wawanesa General Insurance Company
[redacted]
Claims Manager
Dear Mr. [redacted]:I am in receipt of your complaint to the Revdex.com sent to us April 14 regarding yourinability to contact us on April 11, 2015.
First let me please offer my sincere apologies for our inability to answer and take your telephone call thefirst time...
you phoned us. I am in complete agreement that this type of service is unacceptable andneeds to be improved immediately. I have phoned and left several messages hoping to speak with youdirectly to apologize.Over that weekend, starting on Thursday afternoon, April 10, our local carrier, AT&T experienced a cutin a fiber line that provides service for our telephone and processing systems. This turned out to be amajor incident and turned out to take much longer to repair than anyone expected.
Once the problem line was identified, we were told that they had no access to the manhole where it waslocated until after [redacted] on Saturday morning, the day you called. Our phone report shows that youcalled us several times between 9:34am and 9:55am and the phone just rang. Normally, our companymessaging would have been in place to route you to Customer Service for assistance.
This turned out to be a larger problem than thought and took the weekend to repair. We did our bestwith the resources we had to advise our customers of the outage. A message was placed on our websiteand, if or when the phone line service was restored, a message explaining the current system issues.
I see in the complaint information that you have a different address. I will make that address change toyour policy and send you confirmation.
As for your desired settlement to refund all monies paid, please contact me to discuss. Refunding allmonies paid requires a cancellation of the policy back to its inception date of July 16, 2014. You haveadvised us that you have a lienholder on your vehicle and proof of insurance has been provided to them.Again Mr. [redacted], I sincerely apologize for not being able to meet and provide expected customerservice. Unfortunately, the circumstances were out of our control that day.
Sincerely,
[redacted] Customer Service ManagerWawanesa General Insurance Company
We received a subsequent letter regarding your complaint filed with the Revdex.comto which we have responded.
We do value you as a customer Mr. [redacted] and apologize for the delay and inconvenientexperience you incurred; our # 1 priority is providing an excellent customer service . We are inthe process of updating our infrastructure that will enable our representatives to quote, issue, andbind coverage over the phone. This new capability will improve our customers' experiencesthrough increased efficiencies and timeliness.
Enclosed with our letter to you dated January 22, 2015 were copies of the billing and cancellationnotices that were previously mailed to the address shown above. The address was verified andconfirmed to be the same address on the automobile quotation and the one listed on your originalcomplaint. The Company did not receive any "Return Mail" or "Undeliverable Mail" noticesfrom the Post Office.
Again, we apologize for the inconvenience you have experienced and we hope we can serve yourinsurance needs in the future.
Sincerely,
[redacted], MBA, AINS
Underwriting Manager
I have been with Wawanesa for less than a year and I was totally happy with them until they just sent me my renewal rate. It went up $300 with no ticket or accident!! Operator blamed it on a Oregon restructuring. BS!!
I have been a customer or I should say was a customer for over 20 years. I had both Condo and auto insurance policies. My auto insurance policy doubled when I added my 16 year old but I expected that to happen, however , last July (2015) when my annual premium was due I called to update my last name and see if there was some sort of proration available because the same kid was going away to school. I was told that a new updated policy would be sent out and that I could call in August after school started to get a prorated refund. Well, I called the entire month of August and never got through to anyone. I was on hold multiple times for hours and no one ever answered my calls, so I never spoke to anyone about any type of proration and therefore was never told about the following : and as luck would have it, life goes on and I forgot about calling again. Well, this July 2016, I called Wawanesa because lo and behold I did not receive my annual premium notice in the mail like I had for over 20 years and here is what Wawanesa tells me. "Oh, your policy lapsed last year for non-payment. You don't have auto insurance and haven't since July 2015". I had been driving two cars around for a year unbeknownst to me without insurance. I had an insurance card in my wallet that said otherwise but I never received an updated policy last year with my new name and never paid the premium as I was waiting for the updated name change which never came in the mail. Thanks Wawanesa for the heads up! so I had to start a "new" policy this July (2016) and lost all the discounts I had for persistency because it was considered "new" even though I had 20+ years with them as a customer. Well, needless to say I have cancelled the new policy and they are charging me a $50.00 fee to cancel because I am cancelling within 60 days and additionally - the insurance company is supposed to tell you when a policy is cancelled (that is the law) but according to Wawanesa technically- when you renew it is considered an "OFFER" to renew, therefore, if you forget to pay it is not a cancellation you are just without insurance. Very clever Wawanesa. I have called to get a letter recently and gotten the run around again by customer service just last week. I will not recommend Wawanesa as I have in the past. There is no loyalty to longtime customers and the customer service people don't care.
Our insured first phone our office on July 6, 2015 and did speak with a supervisor. Her next call to uswas on July 17, 2015. And she did receive a callback from a supervisor. I spoke with the insured myselfon July 20, 2015.
I apologized for the confusion with her payment and for the...
long wait times. With the implementationof a new processing system and an unprecedented increase in phone volumes, we have been challengedin providing the type of service our policyholders are used to and deserve. I assured her that as acompany we are committed to getting back on track. That we have a training class of 24 new hires tostart on August 10.As for the payment issue, I advised our insured that I would personally speak with our AccountingDepartment to get the matter straightened out. That was done.
I gave our insured my direct extension if she had any further questions.
Enclosed is a copy of our Call Tracking Report. Using the number our insured provided, I can confirmthat our insured did call us several times but I cannot confirm that she experienced a hold time of 4hours. Not the service we are used to providing but her longest hold time was 28 minutes. The reportwas run using the t ime period of July 1 through August 6.
This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.
Sincerely,
[redacted]
Customer Service Manager