Dear Mr [redacted] : We are in receipt of letters from both the California Department of Insurance and the Revdex.com wherein you request their assistanceYou provided them with a lengthy description of your version of how the claim was handledSpecifically you are not happy with the offer to resolve your bodily injury claim.As you are well aware Wawanesa General Insurance Company immediately accepted liability on behalf of our insured, Mr [redacted] Upon receiving the appraisal for your [redacted] a payment for your property damage was sent to you, five days after the date of lossWawanesa General Insurance Company arranged for a rental vehicle, for your convenience, and paid that bill in full immediately upon receiptThe only item remaining in this matter is to resolve your bodily injury claimIn your description of the problem to the Department of Insurance there appears to be a great issue with regard to the bruising to your backIn review of your [redacted] records, a copy of page is included with this letter, we noted that Dr [redacted] was very clear in his findings with regard to your complaints of any bruising or hematomaIn fact, Dr [redacted] placed those comments in bold that there was a lack of bruising notedYou provided us with a photograph to demonstrate a bruise in your left shoulder area of your backWe took this into consideration as we evaluated your claim for injuryPlease be advised that our offer of $includes compensation for all medical bills, to include your co-payments, and any and all bruising you may have sustained in the accidentThis evaluation is reasonable given all medical records we have regarding this minor accidentPlease be advised that your claim has been thoroughly reviewed by additional Wawanesa General Insurance Company staff since your Department of Insurance and Revdex.com complaints and all reviewers find the offer of $to be a reasonable amount.Furthermore, in my review of your file I do not find any justification for your complaints that you were not fairly treated by any of our staffYou claim was timely and fairly adjustedFinally, you state to the Revdex.com of San Diego that you would like a refund from WawanesaWe can find no records where you have paid any money to Wawanesa General Insurance Company that would require a refundTherefore, I am unable to address this concern with youAt this time we are requesting you return the signed release in the amount of $1,if you wish to resolve your claimShould you require any further information with regard to this claim, please feel free to contact [redacted] at [redacted] between the hours of 7:a.mand 3:p.m., Mondaythrough FridaySincerely,WAWANESA GENERAL INSURANCE COMPANY
Dear Mr [redacted] :We are in receipt of your complaint from the San Diego Revdex.comIn response, Ireviewed the claim fileWe inspected your Honda Civic on April 2, 2015, and estimated the damages to be$2,We issued a Collision payment of $1,on April 8, 2015, pursuant to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this lossHowever,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liabilityWe advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do soWe will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductibleWe apologize for any inconvenience thismatter has caused youHowever, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee successPlease feel free to contact me should you have any questionsI can be reached at (858)522-My office hours are Monday through Friday, 7:30am to 4:00pmSincerely, WAWANESA GENERAL INSURANCE COMPANY
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll centerWe are doing everything we possibly can do at this time to address our service levelsBased on the reports pulled, we can see that our insured placed his first call with us on March at4:39pmHe hung up after approximately secondsHe ca lled again on March at 10:10amTherewas a wait of about minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentativesRegrettably, this process does not happen overnightCall Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is timeOur insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on SaturdayAs well, I have offered for him to contact me directly if needbeWe sincerely apologize for not being able to provide and meet expected customer service
Dear Ms [redacted] This letter is in response to the letter, you sent to me onMarch 31, Yes, it’s true that several payments were made to my home owner’sinsurance by mistakeI’ve been a customer for more than ten years, and it hashappened at least twice before nowThe payment for the car insurance was sentmistakenlyIf you will look at the payment history, you will notice that thepayment made in September was an advance payment for the November 17, 2013through July 17, premiumThere were no payments due for the priorNovember through July 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/Therewere only two payments made to the home owner’s insurance policy # [redacted] see attachment #2) 11/26/2013, and 01/13/These payments were made onlineto E-Z Pay I did not receive anyinformation regarding late, delinquent, or discontinuance of the auto policyDMVcharged me for temporary suspension of registration effective 03/06/(seeattachment #3), which clearly shows they had no prior knowledge of the supposedlycancellation of insurance in November Thepolicy for November 17, Through November 17, was mailed to me on (October25, postage date)(Attachment #4) I received a refundin the amount of $from the Home Owner’s insurance, but only $FROMTHE AUTO INSURANCE WHICH WAS PAID THREE TIMES ..(attachment #and #6) Thank you, [redacted] ID# [redacted]
Please see attached response to Complaint ID: [redacted] , thank youDear Ms [redacted] : This office is in receipt of a second letter from the Revdex.com, dated October 6, 2016, advising us you were dissatisfied with my response to your initial complaintIn response, I called and spoke to you via telephone on October 7, You stated you were unable to discuss the matter at that time, and indicated you would call me back when you had time to discuss the claimAs of the date of this letter, I have not heard back from youAs such, I am responding to your Revdex.com, complaint in writingIt is our position that you are not owed reimbursement for the time you took off work as a result of the above-captioned Property Damage claimTherefore, we deny payment of your lost wages claimIf you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted] , extension ***If we are unable to resolve this mailer amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, South Spring Street, 11th floor, [redacted] ***, telephone number [redacted] Sincerely, Wawanesa General Insurance Company
Our insured first phone our office on July 6, and did speak with a supervisorHer next call to uswas on July 17, And she did receive a callback from a supervisorI spoke with the insured myselfon July 20, I apologized for the confusion with her payment and for the long wait timesWith 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 deserveI assured her that as acompany we are committed to getting back on trackThat we have a training class of 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 outThat was doneI gave our insured my direct extension if she had any further questionsEnclosed is a copy of our Call Tracking ReportUsing 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 4hoursNot the service we are used to providing but her longest hold time was minutesThe reportwas run using the t ime period of July through August This matter has been resolvedWe sincerely apologize for not being able to provide and meet expectedcustomer serviceSincerely, [redacted] Customer Service Manager
I telephoned our insured on May 5, I was able to leave a message for himI apologized for hisextensive hold timeI explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our Call Center.I also informed our insured that his policy would be canceled as he requestedSince he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to usI left my name and number for him to callback if he had any questionsHe has not respondedHis policy refund was issued and mailed on May 8, He received a refund for the full amount ofpayment made towards his 2015- policy periodAs well, there was a refund due on the priorterm since it was cancelled before the expiration dateEnclosed is a copy of our Call Tracking ReportUsing the number our insured provided, I can onlyconfirm that he called us between April and April The report was run using the time period ofMarch through May We sincerely apologize for not being able to provide and meet expected_customer serviceSincerely, [redacted] Customer Service Manager
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 For Wawanesa was over a week, so I decided to call againI should say rather -tried to callI called several times from phones and each time I was put on hold - each time for more than minutesNo one to talk toEven in claim departmentWhat 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
I have been a customer or I should say was a customer for over years I had both Condo and auto insurance policies My auto insurance policy doubled when I added my 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 againWell, 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 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 $fee to cancel because I am cancelling within 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
I've had my worst ever car insurance dealing with this horrible company run by liars and scammersRevdex.com has given them good ratings, but as a customer I can tell you they are a bunch of scammers and you will have a hell of a time, and will suffer greatly at the hands of their beneath contempt claim clerks, corrupt adjusters and division and department managers who must get kickbacks because they will make your life miserable, manipulating and lying to your faceif you refuse to use their body shops and mechanics and they seem to care only about one thing, not your welfare, but to save the company money - which must be their mandate as they are the most ruthless bunch of rats ever encountered dealing with a car insurance companyBe carefulBe cautiousI would not recommend them to my enemies even, that's how despicable I think they are
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 concernsThe business fails to explain why I didn't receive any notificationsDuring the several calls to customer service and the supervisor,which by the way took more than days to actually get something from themThey acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our familyWe, 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 notificationTheir explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the noticesI 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 serviceWe got lucky that no issues arise from driving for 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 valueI 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 days and then I would have to fill up a form again and mail it to themI believe they lack the resources to provide services in the California market without properly addressing their system and infrastructureI 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 meI 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 itI 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 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 cellErrors happen but the lack of responsibility that this company shows is something that should be publicly addressedI 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
I am a current policy holder for Wawanesa auto insurance and they are the worst company to have if you are involved in a accidentI was involved in an accident over three weeks agoThe other party admitted to be at faultIt took almost a week to get my claim assigned to a staff member at WawanesaThe claim representative was rude during my call and didn't seem to be the one representing me as a customer of Wawanesa productI called her supervisor and complained and requested to have another representative take over my claimThe request was never addressedThere have been numerous hold ups with outside contracted estimators to get the process goingIt seems that unless I call to bug all parties involved with the accident, nothing moves forwardI have called the auto body shop, who has been waiting on Wawanesa to do their part so they can start repairsI've gotten word from the auto body shop that Wawanesa is known for dragging their feet to get work started and using after-market parts for repairsI advocate for anyone who is considering to get Wawanesa auto insurance to strongly consider going with someone elseThe company is really good about taking my money, but takes their sweet time to work for me when I need themI am currently at week with little to no progress on the repair for my carDefinitely switching when the claim is closed out
Dear Mr***:I am in receipt of your complaint to the Revdex.com sent to us April regarding yourinability to contact us on April 11, First let me please offer my sincere apologies for our inability to answer and take your telephone call thefirst time you phoned usI am in complete agreement that this type of service is unacceptable andneeds to be improved immediatelyI 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 systemsThis turned out to be amajor incident and turned out to take much longer to repair than anyone expectedOnce 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 calledOur phone report shows that youcalled us several times between 9:34am and 9:55am and the phone just rangNormally, our companymessaging would have been in place to route you to Customer Service for assistanceThis turned out to be a larger problem than thought and took the weekend to repairWe did our bestwith the resources we had to advise our customers of the outageA message was placed on our websiteand, if or when the phone line service was restored, a message explaining the current system issuesI see in the complaint information that you have a different addressI will make that address change toyour policy and send you confirmationAs for your desired settlement to refund all monies paid, please contact me to discussRefunding allmonies paid requires a cancellation of the policy back to its inception date of July 16, You haveadvised us that you have a lienholder on your vehicle and proof of insurance has been provided to them.Again Mr***, I sincerely apologize for not being able to meet and provide expected customerserviceUnfortunately, the circumstances were out of our control that daySincerely, [redacted] Customer Service ManagerWawanesa General Insurance Company
We have received a letter from the Revdex.com, regarding the additional damages to your Honda S2000, while stored at our storage facility, Insurance Auto AuctionsYou notified me of these additional damages on March 23, At that time, I advised you, I would contact the manager of that yard to inquire if they would accept liability for the additional damagesIn speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possessionI also requested she contact you directly as I believed that would be the best first step to take in this situationUnfortunately, 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 yardOur 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 possessionOur 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 damagesWe will then look to IAA, to reimburse us for such damagesWe will also cover any additional rental needed for the additional time it will take make these additional repairsWe sincerely apologize for any inconvenience this has Caused youSincerely, Wawanesa General Insurance Company [redacted] Material Damage Supervisor
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 stolenWe 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 storedThe 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 myselfI did not like how Mr [redacted] treated me since the beginningMr [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 questionAlso, 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, I called Mr [redacted] and had to leave a message I never got a call back I called on March 10, again but my call went straight to voicemail My wife [redacted] asked me to call the 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 longThe 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 carI 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 claimThis 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 replyI further asked him what was wrong with the truck? No answerI 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 doMr [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 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, we received the closing letter dated March 10, 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 backNothing has been resolved and yet he tells me that we are done On March 16, my wife [redacted] called [redacted] the supervisor to find out where our truck was because we were informed that he was in routeMs [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 weeks now)But we will have it back today On March 16, 11:58pm we finally received our truck but our truck has issues On March 17, 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 inMy truck has never been driven so farI 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
Dear Mr [redacted] : We are in receipt of letters from both the California Department of Insurance and the Revdex.com wherein you request their assistanceYou provided them with a lengthy description of your version of how the claim was handledSpecifically you are not happy with the offer to resolve your bodily injury claim.As you are well aware Wawanesa General Insurance Company immediately accepted liability on behalf of our insured, Mr [redacted] Upon receiving the appraisal for your [redacted] a payment for your property damage was sent to you, five days after the date of lossWawanesa General Insurance Company arranged for a rental vehicle, for your convenience, and paid that bill in full immediately upon receiptThe only item remaining in this matter is to resolve your bodily injury claimIn your description of the problem to the Department of Insurance there appears to be a great issue with regard to the bruising to your backIn review of your [redacted] records, a copy of page is included with this letter, we noted that Dr [redacted] was very clear in his findings with regard to your complaints of any bruising or hematomaIn fact, Dr [redacted] placed those comments in bold that there was a lack of bruising notedYou provided us with a photograph to demonstrate a bruise in your left shoulder area of your backWe took this into consideration as we evaluated your claim for injuryPlease be advised that our offer of $includes compensation for all medical bills, to include your co-payments, and any and all bruising you may have sustained in the accidentThis evaluation is reasonable given all medical records we have regarding this minor accidentPlease be advised that your claim has been thoroughly reviewed by additional Wawanesa General Insurance Company staff since your Department of Insurance and Revdex.com complaints and all reviewers find the offer of $to be a reasonable amount.Furthermore, in my review of your file I do not find any justification for your complaints that you were not fairly treated by any of our staffYou claim was timely and fairly adjustedFinally, you state to the Revdex.com of San Diego that you would like a refund from WawanesaWe can find no records where you have paid any money to Wawanesa General Insurance Company that would require a refundTherefore, I am unable to address this concern with youAt this time we are requesting you return the signed release in the amount of $1,if you wish to resolve your claimShould you require any further information with regard to this claim, please feel free to contact [redacted] at [redacted] between the hours of 7:a.mand 3:p.m., Mondaythrough FridaySincerely,WAWANESA GENERAL INSURANCE COMPANY
Dear Mr [redacted] :We are in receipt of your complaint from the San Diego Revdex.comIn response, Ireviewed the claim fileWe inspected your Honda Civic on April 2, 2015, and estimated the damages to be$2,We issued a Collision payment of $1,on April 8, 2015, pursuant to yourrequest as Alliance United Insurance, who insured the other driver, had not yet agreed to payfor your damages.Alliance United Insurance verified their policyholder has valid coverage for this lossHowever,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liabilityWe advised them it is your desire to have your Collisiondeductible advanced to you immediately upon their acceptance of liability and we haveforwarded all the necessary documents for them to do soWe will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductibleWe apologize for any inconvenience thismatter has caused youHowever, per the terms of your policy contract with us, the Collisiondeductible is your self-insured portion of the claim and must be applied to the Collision claim.We are making every effort to see that you are reimbursed by the responsible party but cannotguarantee successPlease feel free to contact me should you have any questionsI can be reached at (858)522-My office hours are Monday through Friday, 7:30am to 4:00pmSincerely, WAWANESA GENERAL INSURANCE COMPANY
As explained to our insured, we are experiencing an unexpected 20% increase in phone volume to ourca ll centerWe are doing everything we possibly can do at this time to address our service levelsBased on the reports pulled, we can see that our insured placed his first call with us on March at4:39pmHe hung up after approximately secondsHe ca lled again on March at 10:10amTherewas a wait of about minutes and he was ab le to speak with a Customer Service Representative at10:27am and have his question about his policy answered.As explained to our policyholder, we are active ly interviewing, hiring, and t raining new Customer ServiceRepresentativesRegrettably, this process does not happen overnightCall Center Leaders have beeninstructed to assist serving our Customer Service phone queue during th is timeOur insured has been advised of our hours of operation which are 7:30am- 7:30pm Monday throughFriday and 8:00am-4:30pm on SaturdayAs well, I have offered for him to contact me directly if needbeWe sincerely apologize for not being able to provide and meet expected customer service
Dear Ms [redacted] This letter is in response to the letter, you sent to me onMarch 31, Yes, it’s true that several payments were made to my home owner’sinsurance by mistakeI’ve been a customer for more than ten years, and it hashappened at least twice before nowThe payment for the car insurance was sentmistakenlyIf you will look at the payment history, you will notice that thepayment made in September was an advance payment for the November 17, 2013through July 17, premiumThere were no payments due for the priorNovember through July 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/Therewere only two payments made to the home owner’s insurance policy # [redacted] see attachment #2) 11/26/2013, and 01/13/These payments were made onlineto E-Z Pay I did not receive anyinformation regarding late, delinquent, or discontinuance of the auto policyDMVcharged me for temporary suspension of registration effective 03/06/(seeattachment #3), which clearly shows they had no prior knowledge of the supposedlycancellation of insurance in November Thepolicy for November 17, Through November 17, was mailed to me on (October25, postage date)(Attachment #4) I received a refundin the amount of $from the Home Owner’s insurance, but only $FROMTHE AUTO INSURANCE WHICH WAS PAID THREE TIMES ..(attachment #and #6) Thank you, [redacted] ID# [redacted]
Please see attached response to Complaint ID: [redacted] , thank youDear Ms [redacted] : This office is in receipt of a second letter from the Revdex.com, dated October 6, 2016, advising us you were dissatisfied with my response to your initial complaintIn response, I called and spoke to you via telephone on October 7, You stated you were unable to discuss the matter at that time, and indicated you would call me back when you had time to discuss the claimAs of the date of this letter, I have not heard back from youAs such, I am responding to your Revdex.com, complaint in writingIt is our position that you are not owed reimbursement for the time you took off work as a result of the above-captioned Property Damage claimTherefore, we deny payment of your lost wages claimIf you feel your claim has been wrongfully denied or rejected, please contact the undersigned at [redacted] , extension ***If we are unable to resolve this mailer amicably, you may elect to have the entire matter reviewed by the California Department of Insurance, Claims Services Bureau, South Spring Street, 11th floor, [redacted] ***, telephone number [redacted] Sincerely, Wawanesa General Insurance Company
Our insured first phone our office on July 6, and did speak with a supervisorHer next call to uswas on July 17, And she did receive a callback from a supervisorI spoke with the insured myselfon July 20, I apologized for the confusion with her payment and for the long wait timesWith 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 deserveI assured her that as acompany we are committed to getting back on trackThat we have a training class of 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 outThat was doneI gave our insured my direct extension if she had any further questionsEnclosed is a copy of our Call Tracking ReportUsing 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 4hoursNot the service we are used to providing but her longest hold time was minutesThe reportwas run using the t ime period of July through August This matter has been resolvedWe sincerely apologize for not being able to provide and meet expectedcustomer serviceSincerely, [redacted] Customer Service Manager
I telephoned our insured on May 5, I was able to leave a message for himI apologized for hisextensive hold timeI explained that we were experiencing a much unexpected increase in our phone volume and that weare actively hiring and training to add new Customer Service Representatives to our Call Center.I also informed our insured that his policy would be canceled as he requestedSince he did not providea cancellation date in his complaint, I advised that the policy would be cancelled effective May 2, 2015,the day after he reported talking to usI left my name and number for him to callback if he had any questionsHe has not respondedHis policy refund was issued and mailed on May 8, He received a refund for the full amount ofpayment made towards his 2015- policy periodAs well, there was a refund due on the priorterm since it was cancelled before the expiration dateEnclosed is a copy of our Call Tracking ReportUsing the number our insured provided, I can onlyconfirm that he called us between April and April The report was run using the time period ofMarch through May We sincerely apologize for not being able to provide and meet expected_customer serviceSincerely, [redacted] Customer Service Manager
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 For Wawanesa was over a week, so I decided to call againI should say rather -tried to callI called several times from phones and each time I was put on hold - each time for more than minutesNo one to talk toEven in claim departmentWhat 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
I have been a customer or I should say was a customer for over years I had both Condo and auto insurance policies My auto insurance policy doubled when I added my 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 againWell, 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 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 $fee to cancel because I am cancelling within 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
I've had my worst ever car insurance dealing with this horrible company run by liars and scammersRevdex.com has given them good ratings, but as a customer I can tell you they are a bunch of scammers and you will have a hell of a time, and will suffer greatly at the hands of their beneath contempt claim clerks, corrupt adjusters and division and department managers who must get kickbacks because they will make your life miserable, manipulating and lying to your faceif you refuse to use their body shops and mechanics and they seem to care only about one thing, not your welfare, but to save the company money - which must be their mandate as they are the most ruthless bunch of rats ever encountered dealing with a car insurance companyBe carefulBe cautiousI would not recommend them to my enemies even, that's how despicable I think they are
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 concernsThe business fails to explain why I didn't receive any notificationsDuring the several calls to customer service and the supervisor,which by the way took more than days to actually get something from themThey acknowledge their system is going through a major overhaul and they claimed that they mailed several notices to our familyWe, 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 notificationTheir explanation is that because it was over the holiday season that perhaps the USPS failed to deliver the noticesI 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 serviceWe got lucky that no issues arise from driving for 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 valueI 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 days and then I would have to fill up a form again and mail it to themI believe they lack the resources to provide services in the California market without properly addressing their system and infrastructureI 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 meI 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 itI 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 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 cellErrors happen but the lack of responsibility that this company shows is something that should be publicly addressedI 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
I am a current policy holder for Wawanesa auto insurance and they are the worst company to have if you are involved in a accidentI was involved in an accident over three weeks agoThe other party admitted to be at faultIt took almost a week to get my claim assigned to a staff member at WawanesaThe claim representative was rude during my call and didn't seem to be the one representing me as a customer of Wawanesa productI called her supervisor and complained and requested to have another representative take over my claimThe request was never addressedThere have been numerous hold ups with outside contracted estimators to get the process goingIt seems that unless I call to bug all parties involved with the accident, nothing moves forwardI have called the auto body shop, who has been waiting on Wawanesa to do their part so they can start repairsI've gotten word from the auto body shop that Wawanesa is known for dragging their feet to get work started and using after-market parts for repairsI advocate for anyone who is considering to get Wawanesa auto insurance to strongly consider going with someone elseThe company is really good about taking my money, but takes their sweet time to work for me when I need themI am currently at week with little to no progress on the repair for my carDefinitely switching when the claim is closed out
Dear Mr***:I am in receipt of your complaint to the Revdex.com sent to us April regarding yourinability to contact us on April 11, First let me please offer my sincere apologies for our inability to answer and take your telephone call thefirst time you phoned usI am in complete agreement that this type of service is unacceptable andneeds to be improved immediatelyI 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 systemsThis turned out to be amajor incident and turned out to take much longer to repair than anyone expectedOnce 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 calledOur phone report shows that youcalled us several times between 9:34am and 9:55am and the phone just rangNormally, our companymessaging would have been in place to route you to Customer Service for assistanceThis turned out to be a larger problem than thought and took the weekend to repairWe did our bestwith the resources we had to advise our customers of the outageA message was placed on our websiteand, if or when the phone line service was restored, a message explaining the current system issuesI see in the complaint information that you have a different addressI will make that address change toyour policy and send you confirmationAs for your desired settlement to refund all monies paid, please contact me to discussRefunding allmonies paid requires a cancellation of the policy back to its inception date of July 16, You haveadvised us that you have a lienholder on your vehicle and proof of insurance has been provided to them.Again Mr***, I sincerely apologize for not being able to meet and provide expected customerserviceUnfortunately, the circumstances were out of our control that daySincerely, [redacted] Customer Service ManagerWawanesa General Insurance Company
We have received a letter from the Revdex.com, regarding the additional damages to your Honda S2000, while stored at our storage facility, Insurance Auto AuctionsYou notified me of these additional damages on March 23, At that time, I advised you, I would contact the manager of that yard to inquire if they would accept liability for the additional damagesIn speaking with the manager she informed me she would review the matter and let me know if this damage occurred while in their possessionI also requested she contact you directly as I believed that would be the best first step to take in this situationUnfortunately, 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 yardOur 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 possessionOur 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 damagesWe will then look to IAA, to reimburse us for such damagesWe will also cover any additional rental needed for the additional time it will take make these additional repairsWe sincerely apologize for any inconvenience this has Caused youSincerely, Wawanesa General Insurance Company [redacted] Material Damage Supervisor
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 stolenWe 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 storedThe 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 myselfI did not like how Mr [redacted] treated me since the beginningMr [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 questionAlso, 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, I called Mr [redacted] and had to leave a message I never got a call back I called on March 10, again but my call went straight to voicemail My wife [redacted] asked me to call the 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 longThe 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 carI 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 claimThis 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 replyI further asked him what was wrong with the truck? No answerI 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 doMr [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 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, we received the closing letter dated March 10, 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 backNothing has been resolved and yet he tells me that we are done On March 16, my wife [redacted] called [redacted] the supervisor to find out where our truck was because we were informed that he was in routeMs [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 weeks now)But we will have it back today On March 16, 11:58pm we finally received our truck but our truck has issues On March 17, 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 inMy truck has never been driven so farI 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