RE: Complaint ID Number: [redacted] Dear Ms***: Enclosed is our response to the above referenced complaint numberIn regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card paymentsThe convenience fee is a fee that the credit card company charges to process their paymentsIt is a not a fee that Wawanesa chargesTo avoid any type of convenience fees, there are a few other options that we offer to submit a paymentBesides 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 optionIt is our EZPay option and it is an option our insured has used several times in the pastoffered to her reset her USER ID and password if she has forgotten themI 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 $to $per installmentAt this time, her homeowner policy is paid in full until June 10, When the homeowner policy renews, we do not offer a payment plan, but we would be happy to assist her with EZPayAs 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 onlineThey 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 policyHowever, 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,She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twiceShe stated that the amount equaled $Our records only show she was charged the $fee twice on November 25, The homeowner policy is on a payment planThe payments are due June, September, and DecemberThe homeowner payment due in June was made by credit card on April 30, At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $fee was chargedOn 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 paymentsShe was only charged one $fee for that transactionThe final homeowner payment was a separate transaction from the automobile policyhave sent a request to our Accounting Department to issue her a refund for the extra $fee she was charged, since the representative she spoke to could have made an exception and only processed one paymentIn addition to refunding one of the $fees, I have also written off $from the December payment due to our billing error she contacted us about on October 28, We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount dueThe glitch has since been fixedI Contacted our insured on Friday, December 4, While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing errorI did leave my contact information if there were any questionsAs of this writing, I have not heard from our insuredThis matter has been resolvedWe sincerely apologize for not being able to provide and meet expected Customer Service Sincerely, [redacted] , Customer Service Division Supervisor
Re: Our Insured : [redacted] Policy Number : [redacted] Claim Number : [redacted] Date of Loss : December 01, Revdex.com ID Number : [redacted] Dear Ms***: We are in receipt of your compliant as referenced above, We made successful contact with Mr [redacted] on February 9", We advised him that settlement of his unrecovered stolen vehicle claim will be processed upon receiving his completed notarized proof of loss formMr [redacted] confirmed he did receive this document, but believes he lost itWe have sent him another one as of this dateThis sworn proof of loss is mandatory before we can issue any payments on his stolen vehicle claimPrior to this conversation our adjuster had spoken to Mr [redacted] on December 30", in which a recorded statement was taken and the claims process explained, including the need for his notarized proof of lossWe thank you for your inquiry into this matterSincerely, [redacted] Material Damage Supervisor
Please be advised this office is in receipt of a second letter from the San Diego Revdex.com, dated May 20th 2016, wherein, you express your continued dissatisfaction with the handling of your claimIn response to this letter, I have tried telephoning you to discuss the claim and have left three voice mail messages but have not yet been able to speak with youIf we have not yet spoken by the time this letter reaches you, please call me toll free at (800)427- [redacted] or directly at (858)522-My office hours are Monday through Friday, 7:30am to 4:00pmI am very sorry the San Bernardino County Risk Management representative [redacted] was rude and unprofessional in her dealings with youHowever, I am unable to take action with respect to her behavior because she is not an employee with our companyPlease know we continue efforts to collect your deductible and the money we paid under your Collision coverage from San Bernardino CountyWe cannot guarantee successHowever, will forward the deductible to you if we are successful in our collection effortsPlease understand we are unable to pursue the collection of money that is not paid to you by us under your policy with our companyInasmuch as you did not elect to have Rental Expense coverage on your policy, no payments for rental expenses were issued by us to youAs such, we are unable to seek collection of the money you paid out of pocket for rental from the County of San BernardinoI am very sorry that the claims experience you are having with San Bernardino County Risk Management office and our office has been unsatisfactoryPlease contact me by telephone if we have not already spoken and you would like to speak about the claimSincerely, WAWANESA GENERAL INSURANCE COMPANY
My car was hit by a driver who's insurance is with Wawanese InsuranceGoing through their insurance to fix my car has been a nightmareMy accident was on Oct 22nd and the inspector didn't come out until November 11thI didn't hear anything for at least a weekI brought my car into the repair shop soon afterwards and they found more damage the inspector didn't seeNow I'm stuck in the middle of the dispute between the dealer and the insurance companyIt's almost been two months since my accident and my car is no where close to being fixedI get no calls from Wawanesa after leaving several voicemails asking about the situationI get plenty of calls from the body shop asking me to ask themThis is not what you'd expect being the one hit by another person's carI find this extremely unacceptable for a car insurance
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 complaintI extend my sincere apologies for not providing you with the standard of service that Wawanesa General InsuranceCompany is known forWe 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 unexpectedPlease know that we are actively working on solutions to address this increase incalls and improve our customer experienceI was very sorry to learn you had chosen to seek insurance with another companyShould you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholdersWe are in the process of hiring additional service representatives and are launching an upgradedprocessing systemWe have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devicesVery shortly, this mobile application will also provide electronic proof ofinsurance and policy detailsAgain, I am very sorry for the long hold times you experienced when calling usIf I can be of assistance in thefuture, please do not hesitate to contact meSincerely,WAWANESA GENERAL INSURANCE COMPANY [redacted] Claims Manager
We are in receipt of your inquiry based on a complaint submitted to your office on 08/13/by Mr [redacted] Our office registered your inquiry August 18, On 08/09/14, Mr [redacted] reported a loss involving vandalism to his lnfiniti FX Specifically, a vandal broke the rear glass of his vehicle causing damage to the glass and an interior componentAt" that time we referred Mr [redacted] to All-Star Glass company as a potential alternative for replacement of the broken rear glassWe also dispatched a field appraiser to complete a damage estimate for this lossOur field appraiser completed an appraisal for damages on 8/12/quoting repair costs of $for complete repairsPer 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 timeAt no time did Wawanesa recommend or refer Mr [redacted] to this facility for repairsAfter applying Mt [redacted] 's $deductible to the total estimate for damages, we issued a check to Mr [redacted] in the amount of $on 8/13/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 glassWe 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 installedMr [redacted] provided photographs of this damage to our office on 8/22/ On 8/20/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 glassMr [redacted] advised his company was willing to work with Mr [redacted] to resolve this issueHe 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/and again on 8/22/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 vendorWe reminded Mr [redacted] that we did not actively or passively initiate or complete any referral to Gator Glass to complete these repairsWe 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 onlyWe 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 guaranteeMr [redacted] repeatedly advised us that he refused to allow Gator Glass to address these issues or attempt to resolve the damaged items or workmanshipWe advised Mr [redacted] that using the Gator Glass warranty appeared to be his best option to resolve these workmanship issuesWe also advised him the only alternative to pursue an additional claim for damages through Wawanesa would be to report a separate loss for damagesTo 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 vehicleThe 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 facilitySince Mr [redacted] selected this facility (Gator Glass) we recommend he work with them to resolve these issues under their warranty or guarantee processOtherwise, 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
Honestly, Wawanesa has THE WORST CUSTOMER SERVICE LINE EVER!!! I have tried contacting them for 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 hour and 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!!!
I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her todayShe had already been helped and had received the change to her policy which reducedher premiumI explained that between our policy rate increase and the implementation of a new processing system,we were receiving an unprecedented increase in phone volumesI apologized that we have not beenproviding the type of service our policyholders are used to and deserveI assured her that as a companywe are committed to getting back on trackAnd that recently, we had moved agents from our SalesDepartment who had prior experience in servicing our existing policyholdersAs well, we just started atraining class on August with new hires.I gave our insured my direct extension if she had any further questionsEnclosed is a copy of our Call Tracking ReportWhile our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach herThis matter has been resolvedWe sincerely apologize for not being able to provide and meet expectedcustomer serviceSincerely, [redacted] Customer Service Manager
Please see attached, thank youDear Ms [redacted] : This office is in receipt of a letter from the Revdex.com, dated October 2, 2016, advising us you lodged a complaint on October 1, The loss occurred September 6, 2016, and the claim was reported to us by your insurance company, [redacted] Insurance, on that same dateThe claim was assigned to Adjuster, [redacted] , who immediately initiated the investigationBased on the information available to us, liability was accepted and we made arrangements to appraise the damage to your vehicle.The initial inspection of your [redacted] revealed it sustained damage to the right corner of the front bumper in the amount of $1,We issued payment to you in this amount on September 16, We subsequently received a supplement repair invoice in the amount of $and issued payment in this amount to your shop, [redacted] When I reviewed the claim file, I found the appraiser who inspected your vehicle inadvertently used a hyphen instead of an underscore after your first name when emailing the damage estimate to youI suspect this is the reason you did not immediately receive the estimate from himOn September 21, 2016, you contacted Ms [redacted] to notify her you did not receive the initial damage estimate and the estimate was emailed to you that dateWith respect to the rental car portion of your claim, I found that on September 23, 2016, you notified Ms [redacted] you had an appointment with [redacted] As such, she made a reservation for you with [redacted] , and authorized $per day for a comparable vehicleMs [redacted] does not select the [redacted] , location when making the reservation, as the [redacted] , computer system automatically selects the branch closest to the customer’s residenceThe reservation is valid at any [redacted] , location [redacted] , can access the reservation by the reservation number and/or the customer’s name and address, if the customer does not have a reservation number availableMs [redacted] sent you an email with the reservation number; unfortunately, there was a typo in her emailThe [redacted] , was able to look up your reservation under your name and home addressMs [redacted] sent you an email on September 29, 2016, apologizing for any inconvenience she may have caused youOctober 4, 2016, the repairs to your vehicle were completed and you returned the rental vehicleWe issued payment to [redacted] , in the amount of $535.78, which effectively resolved your property damage and rental claimsPlease be advised it is our position that your claim for lost wages from this property damage claim is not legally compensablePlease understand that as an insurance company we do not pay all claims, but only those claims for which our insured is legally liableIn this particular case, you are not owed compensation for missed time from work due to the property damageI apologize for the mistakes made by us when emailing you during the course of your claim and for the rude manner of your adjusterIt is our goal to provide the best possible service to all our customers and I agree the service you received was below our company standardsIf you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted] , extension ***If we are unable to resolve this matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, [redacted] ***, [redacted] ***, telephone number [redacted] Sincerely, Wawanesa General Insurance Company
Stay clear! shady business practices, endangerment and possible injury due to DRP shops they recommendThis 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 are in receipt of your October 8, email where our insured, [redacted] has lodged a complaint with your officeIn 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:p.mon July 30, All vehicles involved in the loss were travelling on Interstate westbound also known as the Santa Monica freewayTraffic was heavy and described as "stop and go" trafficMr [redacted] was alone operating his Chevy Malibu and travelling in lane number threeHe is described as the front most vehicle in this loss and [redacted] was travelling directly behind him in her Mazda Ms [redacted] had five passengers in the Mazda vanTravelling directly behind the Mazda van was [redacted] in a Pontiac Grand-AmPlease note; Ms [redacted] is also insured with Wawanesa General Insurance Company California Highway Patrol responded to the accident sceneThe 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 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 propertyIn 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 vehicleIt should also be noted that Mr [redacted] was cited for being an un-licensed driverThe Pontiac being driven by Mr [redacted] had just been purchasedPart 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 Pontiac Grand-Am The occupants of Ms***'s Mazda van all of which are between the ages of and have a slightly different version of the accidentThe two recorded statements we have obtained indicate that the 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 vehicleThey state they were pushed back into Mr [redacted] 's vehicle a second time, much harderIn the second impact the airbags of the Mazda van deployedIn their version they felt three impacts two to the front of the vehicle and one from the rearIn this second scenario Mr [redacted] should have felt two impacts The Complainant, [redacted] has yet a third version of the auto accidentHe states he was slowing for traffic when he was rear-ended by the Mazda van travelling directly behind himHe 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 investigationWe obtained the statement of our driver, [redacted] ***, on October 16, 2014, which allowed us to reach a liability determinationMr [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 claimWhile 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*** Should you require further information regarding this claim, please contact the undersigned between the hours of 8:30a.mand 5:00p.m., Monday through Friday, at ###-###-#### Respectfully, [redacted] Claims Manager
The customer service has gotten horribleYou 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 placeNot true because they never call you back
I have been with Wawanesa for less than a year and I was totally happy with them until they just sent me my renewal rateIt went up $with no ticket or accident!! Operator blamed it on a Oregon restructuringBS!!
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/Our office registered your inquiry 08/03/In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/to 7/17/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/Since that date, we haveissued two additional supplemental payments for previously unknown costsTo 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 damageAdditionally, we have addressed the service issuesreferenced in the complaint directly with youIt is our understanding that these matters are nowresolved based on all known information
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa InsuranceThe New Business Unit received your application on March 30, New BusinessRepresentative, [redacted] spoke to you on April 1, to advise that since you updatedthe annual mileage on your application from 3,to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,asoriginally stated and the annual premium would remain at $as originally quoted.Your policy was issued on April 1, with an effective date of March 27, Ourpolicy notes show you called our Customer Service Department on April 2, andrequested to cancel your policyA full refund of $was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstandingIf you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with youIf you have any further concerns regarding this matter, please feel tocontact meSincerely, [redacted] MBA, AINS Underwriting Manager
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 belowFeb 23rd 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 handledI 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 causeI respectfully disagree with your notion of attempting to provide superior customer serviceYou 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 but yet the insurance company never informed me of such decision in writingI further like to bring to your attention some facts that may have been kept from or you may not have been fully informed 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 workHow 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 adjusterHe 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 meIs this considered as withdrawing my claim? And by your own admission, you are stating that I was expecting a denial letter from youAnd 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.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 claimOnce 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 inspectionCertainly 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] You state that you informed me of the finding from [redacted] on Dec.4th and have been waiting for my statementThe 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 sinceNot by mail, phone call or emailI would love to be able to see some kind of evidence on her attempts to contact me 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 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 deniedNot 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 CommissionerMiss [redacted] called and left a message for me on Friday Febstating that she has finally JUST received the final report from Miss Janice [redacted] approximately over months after her inspecting the propertyIs this considered 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 You state that you offered to pay for the kitchen ceiling drywall access cutAre 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 comfortableHowever 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 claimI 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 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 companySo 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
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 COStOur records reveal the accident occurred September 30, 2015, and the claim was reported to us by [redacted] , that same dateThe file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs [redacted] reported she was traveling on Apple Valley RoadTraffic was backed up from the intersection of Bear ValleyA San Bernardino Police vehicle (Ford Explorer) rear-ended the Dodge Ram, pushing that vehicle into your vehicleThe police report confirms the officer to be at fault for the accidentYour Honda CRV was inspected on October 9, The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,We issued the Collision payment to [redacted] , on October 17, 2015, less your $deductibleThe deductible is applied because it is the portion of the loss for which you are selfinsuredNo payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policyThe San Bernardino County Risk Management office accepted liability for the accident on November 23, As such, we began the process of recovering the funds we paid out under your Collision CoverageWe 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 behalfYou must present these claims to the San Bernardino County Risk Management office directlyYou indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came fromPlease be advised, the payment was not issued by usClaims Supervisor, Jason Saunders, contacted [redacted] , of the San Bernardino County Risk Management office to ask if they had issued the payment to youMs [redacted] confirmed they did not send you a check for $eitherAs such, we are unable to determine who issued the $payment to youMs [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with youHowever, she stated you did not submit your rental invoice to them, so they denied your claimShe stated you also claimed approximately $in lost wages, but never provided them with documentation to support this portion of your claimShe stated you have months from the date of the denial letter to present your claim with them: Deadline June 23, 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 policyTherefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accidentAdditionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policyAs 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, RISK MANAGEMENT DIVISION WHOSPITALITY LANE, 3RD FLOOR SAN BERNARDINO CA 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 effortsIf you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–***If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of InsuranceYou may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP, Sincerely,WAWANESA GENERAL INSURANCE COMPANY
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, 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 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,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
We have received your request for additional information regarding the damages to our insured's Honda S2000, caused by our Salvage facility, Insurance Auto AuctionsIn 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 repairableWe received notice that his vehicle would be repairable on March 11, 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 vehicleOn 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 residenceStandard towing procedure allows to hours upon order placementThe vehicle was then delivered on March 22, 2016, which amounted to four business daysWe 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 directlyOnce 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 AuctionOur 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,for the tow yard damagesWe have also extended rental to our insured for the additional time it will take to complete the additional repairsWe will be contacting Insurance Auto Auction, for reimbursement of damages and for the additional rentalWe understand our Customer's frustration with the events of his claimWith that in mind, we made attempts which we feel were helpful for him in order to fully repair his vehicleSincerely,Wawanesa General Insurance Company
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 serviceSomeone hit on my car while it was parked in a one way street curb (hit and run) while I was travelling in San Marcos-CAI 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 forThe lady told me to wait untill one of their adjustors call meFirst in their website they advertise that the people their office represatatives works from Mon- Friday from 7:am to 7:pm, thats a joke and not true, they told me that they are open untill 4:pm and after that you just get a menssage saying that they are closed, and if you try to reach anyone after 4:pm they are not in the office anymoreSecond, 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 luckyThe 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 days later, then my nightmare startedMy 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 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 leftSo, this estimator took 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 fasterREALLY??? Then finaly they denieded to fix my car and one of the services supervisorCalled [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 times and I left menssages to 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 decisionEverytime 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 STRESSFULPLEASE 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
RE: Complaint ID Number: [redacted] Dear Ms***: Enclosed is our response to the above referenced complaint numberIn regards to the credit card fee concern our insured has, we use a third party vendor to process our credit card paymentsThe convenience fee is a fee that the credit card company charges to process their paymentsIt is a not a fee that Wawanesa chargesTo avoid any type of convenience fees, there are a few other options that we offer to submit a paymentBesides 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 optionIt is our EZPay option and it is an option our insured has used several times in the pastoffered to her reset her USER ID and password if she has forgotten themI 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 $to $per installmentAt this time, her homeowner policy is paid in full until June 10, When the homeowner policy renews, we do not offer a payment plan, but we would be happy to assist her with EZPayAs 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 onlineThey 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 policyHowever, 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,She stated in her complaint that her desired settlement would be for us to refund all fees that she had to pay twiceShe stated that the amount equaled $Our records only show she was charged the $fee twice on November 25, The homeowner policy is on a payment planThe payments are due June, September, and DecemberThe homeowner payment due in June was made by credit card on April 30, At that time, the automobile policy was paid in full, so there was only the homeowner payment that was due, which means only one $fee was chargedOn 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 paymentsShe was only charged one $fee for that transactionThe final homeowner payment was a separate transaction from the automobile policyhave sent a request to our Accounting Department to issue her a refund for the extra $fee she was charged, since the representative she spoke to could have made an exception and only processed one paymentIn addition to refunding one of the $fees, I have also written off $from the December payment due to our billing error she contacted us about on October 28, We recently upgraded our processing Systems in April and in October we experienced a glitch that sent out bills with the incorrect amount dueThe glitch has since been fixedI Contacted our insured on Friday, December 4, While I was unable to speak with our insured directly, I did leave a detailed message which included an apology for the billing errorI did leave my contact information if there were any questionsAs of this writing, I have not heard from our insuredThis matter has been resolvedWe sincerely apologize for not being able to provide and meet expected Customer Service Sincerely, [redacted] , Customer Service Division Supervisor
Re: Our Insured : [redacted] Policy Number : [redacted] Claim Number : [redacted] Date of Loss : December 01, Revdex.com ID Number : [redacted] Dear Ms***: We are in receipt of your compliant as referenced above, We made successful contact with Mr [redacted] on February 9", We advised him that settlement of his unrecovered stolen vehicle claim will be processed upon receiving his completed notarized proof of loss formMr [redacted] confirmed he did receive this document, but believes he lost itWe have sent him another one as of this dateThis sworn proof of loss is mandatory before we can issue any payments on his stolen vehicle claimPrior to this conversation our adjuster had spoken to Mr [redacted] on December 30", in which a recorded statement was taken and the claims process explained, including the need for his notarized proof of lossWe thank you for your inquiry into this matterSincerely, [redacted] Material Damage Supervisor
Please be advised this office is in receipt of a second letter from the San Diego Revdex.com, dated May 20th 2016, wherein, you express your continued dissatisfaction with the handling of your claimIn response to this letter, I have tried telephoning you to discuss the claim and have left three voice mail messages but have not yet been able to speak with youIf we have not yet spoken by the time this letter reaches you, please call me toll free at (800)427- [redacted] or directly at (858)522-My office hours are Monday through Friday, 7:30am to 4:00pmI am very sorry the San Bernardino County Risk Management representative [redacted] was rude and unprofessional in her dealings with youHowever, I am unable to take action with respect to her behavior because she is not an employee with our companyPlease know we continue efforts to collect your deductible and the money we paid under your Collision coverage from San Bernardino CountyWe cannot guarantee successHowever, will forward the deductible to you if we are successful in our collection effortsPlease understand we are unable to pursue the collection of money that is not paid to you by us under your policy with our companyInasmuch as you did not elect to have Rental Expense coverage on your policy, no payments for rental expenses were issued by us to youAs such, we are unable to seek collection of the money you paid out of pocket for rental from the County of San BernardinoI am very sorry that the claims experience you are having with San Bernardino County Risk Management office and our office has been unsatisfactoryPlease contact me by telephone if we have not already spoken and you would like to speak about the claimSincerely, WAWANESA GENERAL INSURANCE COMPANY
My car was hit by a driver who's insurance is with Wawanese InsuranceGoing through their insurance to fix my car has been a nightmareMy accident was on Oct 22nd and the inspector didn't come out until November 11thI didn't hear anything for at least a weekI brought my car into the repair shop soon afterwards and they found more damage the inspector didn't seeNow I'm stuck in the middle of the dispute between the dealer and the insurance companyIt's almost been two months since my accident and my car is no where close to being fixedI get no calls from Wawanesa after leaving several voicemails asking about the situationI get plenty of calls from the body shop asking me to ask themThis is not what you'd expect being the one hit by another person's carI find this extremely unacceptable for a car insurance
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 complaintI extend my sincere apologies for not providing you with the standard of service that Wawanesa General InsuranceCompany is known forWe 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 unexpectedPlease know that we are actively working on solutions to address this increase incalls and improve our customer experienceI was very sorry to learn you had chosen to seek insurance with another companyShould you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholdersWe are in the process of hiring additional service representatives and are launching an upgradedprocessing systemWe have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devicesVery shortly, this mobile application will also provide electronic proof ofinsurance and policy detailsAgain, I am very sorry for the long hold times you experienced when calling usIf I can be of assistance in thefuture, please do not hesitate to contact meSincerely,WAWANESA GENERAL INSURANCE COMPANY [redacted] Claims Manager
We are in receipt of your inquiry based on a complaint submitted to your office on 08/13/by Mr [redacted] Our office registered your inquiry August 18, On 08/09/14, Mr [redacted] reported a loss involving vandalism to his lnfiniti FX Specifically, a vandal broke the rear glass of his vehicle causing damage to the glass and an interior componentAt" that time we referred Mr [redacted] to All-Star Glass company as a potential alternative for replacement of the broken rear glassWe also dispatched a field appraiser to complete a damage estimate for this lossOur field appraiser completed an appraisal for damages on 8/12/quoting repair costs of $for complete repairsPer 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 timeAt no time did Wawanesa recommend or refer Mr [redacted] to this facility for repairsAfter applying Mt [redacted] 's $deductible to the total estimate for damages, we issued a check to Mr [redacted] in the amount of $on 8/13/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 glassWe 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 installedMr [redacted] provided photographs of this damage to our office on 8/22/ On 8/20/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 glassMr [redacted] advised his company was willing to work with Mr [redacted] to resolve this issueHe 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/and again on 8/22/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 vendorWe reminded Mr [redacted] that we did not actively or passively initiate or complete any referral to Gator Glass to complete these repairsWe 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 onlyWe 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 guaranteeMr [redacted] repeatedly advised us that he refused to allow Gator Glass to address these issues or attempt to resolve the damaged items or workmanshipWe advised Mr [redacted] that using the Gator Glass warranty appeared to be his best option to resolve these workmanship issuesWe also advised him the only alternative to pursue an additional claim for damages through Wawanesa would be to report a separate loss for damagesTo 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 vehicleThe 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 facilitySince Mr [redacted] selected this facility (Gator Glass) we recommend he work with them to resolve these issues under their warranty or guarantee processOtherwise, 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
Honestly, Wawanesa has THE WORST CUSTOMER SERVICE LINE EVER!!! I have tried contacting them for 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 hour and 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!!!
I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her todayShe had already been helped and had received the change to her policy which reducedher premiumI explained that between our policy rate increase and the implementation of a new processing system,we were receiving an unprecedented increase in phone volumesI apologized that we have not beenproviding the type of service our policyholders are used to and deserveI assured her that as a companywe are committed to getting back on trackAnd that recently, we had moved agents from our SalesDepartment who had prior experience in servicing our existing policyholdersAs well, we just started atraining class on August with new hires.I gave our insured my direct extension if she had any further questionsEnclosed is a copy of our Call Tracking ReportWhile our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach herThis matter has been resolvedWe sincerely apologize for not being able to provide and meet expectedcustomer serviceSincerely, [redacted] Customer Service Manager
Please see attached, thank youDear Ms [redacted] : This office is in receipt of a letter from the Revdex.com, dated October 2, 2016, advising us you lodged a complaint on October 1, The loss occurred September 6, 2016, and the claim was reported to us by your insurance company, [redacted] Insurance, on that same dateThe claim was assigned to Adjuster, [redacted] , who immediately initiated the investigationBased on the information available to us, liability was accepted and we made arrangements to appraise the damage to your vehicle.The initial inspection of your [redacted] revealed it sustained damage to the right corner of the front bumper in the amount of $1,We issued payment to you in this amount on September 16, We subsequently received a supplement repair invoice in the amount of $and issued payment in this amount to your shop, [redacted] When I reviewed the claim file, I found the appraiser who inspected your vehicle inadvertently used a hyphen instead of an underscore after your first name when emailing the damage estimate to youI suspect this is the reason you did not immediately receive the estimate from himOn September 21, 2016, you contacted Ms [redacted] to notify her you did not receive the initial damage estimate and the estimate was emailed to you that dateWith respect to the rental car portion of your claim, I found that on September 23, 2016, you notified Ms [redacted] you had an appointment with [redacted] As such, she made a reservation for you with [redacted] , and authorized $per day for a comparable vehicleMs [redacted] does not select the [redacted] , location when making the reservation, as the [redacted] , computer system automatically selects the branch closest to the customer’s residenceThe reservation is valid at any [redacted] , location [redacted] , can access the reservation by the reservation number and/or the customer’s name and address, if the customer does not have a reservation number availableMs [redacted] sent you an email with the reservation number; unfortunately, there was a typo in her emailThe [redacted] , was able to look up your reservation under your name and home addressMs [redacted] sent you an email on September 29, 2016, apologizing for any inconvenience she may have caused youOctober 4, 2016, the repairs to your vehicle were completed and you returned the rental vehicleWe issued payment to [redacted] , in the amount of $535.78, which effectively resolved your property damage and rental claimsPlease be advised it is our position that your claim for lost wages from this property damage claim is not legally compensablePlease understand that as an insurance company we do not pay all claims, but only those claims for which our insured is legally liableIn this particular case, you are not owed compensation for missed time from work due to the property damageI apologize for the mistakes made by us when emailing you during the course of your claim and for the rude manner of your adjusterIt is our goal to provide the best possible service to all our customers and I agree the service you received was below our company standardsIf you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted] , extension ***If we are unable to resolve this matter amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, [redacted] ***, [redacted] ***, telephone number [redacted] Sincerely, Wawanesa General Insurance Company
Stay clear! shady business practices, endangerment and possible injury due to DRP shops they recommendThis 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 are in receipt of your October 8, email where our insured, [redacted] has lodged a complaint with your officeIn 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:p.mon July 30, All vehicles involved in the loss were travelling on Interstate westbound also known as the Santa Monica freewayTraffic was heavy and described as "stop and go" trafficMr [redacted] was alone operating his Chevy Malibu and travelling in lane number threeHe is described as the front most vehicle in this loss and [redacted] was travelling directly behind him in her Mazda Ms [redacted] had five passengers in the Mazda vanTravelling directly behind the Mazda van was [redacted] in a Pontiac Grand-AmPlease note; Ms [redacted] is also insured with Wawanesa General Insurance Company California Highway Patrol responded to the accident sceneThe 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 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 propertyIn 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 vehicleIt should also be noted that Mr [redacted] was cited for being an un-licensed driverThe Pontiac being driven by Mr [redacted] had just been purchasedPart 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 Pontiac Grand-Am The occupants of Ms***'s Mazda van all of which are between the ages of and have a slightly different version of the accidentThe two recorded statements we have obtained indicate that the 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 vehicleThey state they were pushed back into Mr [redacted] 's vehicle a second time, much harderIn the second impact the airbags of the Mazda van deployedIn their version they felt three impacts two to the front of the vehicle and one from the rearIn this second scenario Mr [redacted] should have felt two impacts The Complainant, [redacted] has yet a third version of the auto accidentHe states he was slowing for traffic when he was rear-ended by the Mazda van travelling directly behind himHe 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 investigationWe obtained the statement of our driver, [redacted] ***, on October 16, 2014, which allowed us to reach a liability determinationMr [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 claimWhile 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*** Should you require further information regarding this claim, please contact the undersigned between the hours of 8:30a.mand 5:00p.m., Monday through Friday, at ###-###-#### Respectfully, [redacted] Claims Manager
The customer service has gotten horribleYou 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 placeNot true because they never call you back
I have been with Wawanesa for less than a year and I was totally happy with them until they just sent me my renewal rateIt went up $with no ticket or accident!! Operator blamed it on a Oregon restructuringBS!!
We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/Our office registered your inquiry 08/03/In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/to 7/17/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/Since that date, we haveissued two additional supplemental payments for previously unknown costsTo 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 damageAdditionally, we have addressed the service issuesreferenced in the complaint directly with youIt is our understanding that these matters are nowresolved based on all known information
This letter is written in response to your complaint filed with the Revdex.comagainst Wa\vanesa InsuranceThe New Business Unit received your application on March 30, New BusinessRepresentative, [redacted] spoke to you on April 1, to advise that since you updatedthe annual mileage on your application from 3,to 9,000, your premium would increase.During that conversation, it was decided that the annual mileage would remain at 3,asoriginally stated and the annual premium would remain at $as originally quoted.Your policy was issued on April 1, with an effective date of March 27, Ourpolicy notes show you called our Customer Service Department on April 2, andrequested to cancel your policyA full refund of $was mailed to you on April 7,2015.We apologize for any inconvenience or misunderstandingIf you are interested in a policywith Wawanesa now, or anytime in the future, we would welcome the opportunity to dobusiness with youIf you have any further concerns regarding this matter, please feel tocontact meSincerely, [redacted] MBA, AINS Underwriting Manager
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 belowFeb 23rd 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 handledI 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 causeI respectfully disagree with your notion of attempting to provide superior customer serviceYou 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 but yet the insurance company never informed me of such decision in writingI further like to bring to your attention some facts that may have been kept from or you may not have been fully informed 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 workHow 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 adjusterHe 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 meIs this considered as withdrawing my claim? And by your own admission, you are stating that I was expecting a denial letter from youAnd 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.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 claimOnce 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 inspectionCertainly 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] You state that you informed me of the finding from [redacted] on Dec.4th and have been waiting for my statementThe 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 sinceNot by mail, phone call or emailI would love to be able to see some kind of evidence on her attempts to contact me 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 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 deniedNot 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 CommissionerMiss [redacted] called and left a message for me on Friday Febstating that she has finally JUST received the final report from Miss Janice [redacted] approximately over months after her inspecting the propertyIs this considered 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 You state that you offered to pay for the kitchen ceiling drywall access cutAre 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 comfortableHowever 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 claimI 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 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 companySo 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
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 COStOur records reveal the accident occurred September 30, 2015, and the claim was reported to us by [redacted] , that same dateThe file was assigned to Adjuster, Bryan Harvey, who immediately initiated the investigation.Mrs [redacted] reported she was traveling on Apple Valley RoadTraffic was backed up from the intersection of Bear ValleyA San Bernardino Police vehicle (Ford Explorer) rear-ended the Dodge Ram, pushing that vehicle into your vehicleThe police report confirms the officer to be at fault for the accidentYour Honda CRV was inspected on October 9, The vehicle sustained damage to the left rear bumper, lift-gate and quarter panel in the amount of $1,We issued the Collision payment to [redacted] , on October 17, 2015, less your $deductibleThe deductible is applied because it is the portion of the loss for which you are selfinsuredNo payment was issued to you for rental expense because you elected not to purchase Rental Expense Coverage on your policyThe San Bernardino County Risk Management office accepted liability for the accident on November 23, As such, we began the process of recovering the funds we paid out under your Collision CoverageWe 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 behalfYou must present these claims to the San Bernardino County Risk Management office directlyYou indicated on the Revdex.com complaint form that you received a check for $500, but you do not know where the check came fromPlease be advised, the payment was not issued by usClaims Supervisor, Jason Saunders, contacted [redacted] , of the San Bernardino County Risk Management office to ask if they had issued the payment to youMs [redacted] confirmed they did not send you a check for $eitherAs such, we are unable to determine who issued the $payment to youMs [redacted] did advise us they had accepted liability for the accident and attempted to resolve the claim with youHowever, she stated you did not submit your rental invoice to them, so they denied your claimShe stated you also claimed approximately $in lost wages, but never provided them with documentation to support this portion of your claimShe stated you have months from the date of the denial letter to present your claim with them: Deadline June 23, 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 policyTherefore, we are unable to issue payment to you for the rental expenses you incurred as a result of this accidentAdditionally, please be advised time loss as a result of the accident is not compensable under your Wawanesa General Insurance policyAs 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, RISK MANAGEMENT DIVISION WHOSPITALITY LANE, 3RD FLOOR SAN BERNARDINO CA 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 effortsIf you believe your claim has been wrongfully denied or rejected, please contact the undersigned at (800) 427–***If we are unable to resolve the matter amicably, you may elect to have the entire matter reviewed by the California Department of InsuranceYou may direct your inquires and concerns to: California Department of Insurance, Claims Services Bureau, S Spring St, 11th Floor, Los Angeles CA 90013, telephone number (800) 927-HELP, Sincerely,WAWANESA GENERAL INSURANCE COMPANY
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, 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 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,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
We have received your request for additional information regarding the damages to our insured's Honda S2000, caused by our Salvage facility, Insurance Auto AuctionsIn 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 repairableWe received notice that his vehicle would be repairable on March 11, 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 vehicleOn 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 residenceStandard towing procedure allows to hours upon order placementThe vehicle was then delivered on March 22, 2016, which amounted to four business daysWe 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 directlyOnce 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 AuctionOur 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,for the tow yard damagesWe have also extended rental to our insured for the additional time it will take to complete the additional repairsWe will be contacting Insurance Auto Auction, for reimbursement of damages and for the additional rentalWe understand our Customer's frustration with the events of his claimWith that in mind, we made attempts which we feel were helpful for him in order to fully repair his vehicleSincerely,Wawanesa General Insurance Company
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 serviceSomeone hit on my car while it was parked in a one way street curb (hit and run) while I was travelling in San Marcos-CAI 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 forThe lady told me to wait untill one of their adjustors call meFirst in their website they advertise that the people their office represatatives works from Mon- Friday from 7:am to 7:pm, thats a joke and not true, they told me that they are open untill 4:pm and after that you just get a menssage saying that they are closed, and if you try to reach anyone after 4:pm they are not in the office anymoreSecond, 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 luckyThe 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 days later, then my nightmare startedMy 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 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 leftSo, this estimator took 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 fasterREALLY??? Then finaly they denieded to fix my car and one of the services supervisorCalled [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 times and I left menssages to 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 decisionEverytime 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 STRESSFULPLEASE 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