The Auto Club Group

Good DayWe received this same complaint through the state of Michigan's insurance regulatory office This requires us to respond to the state in writing by February We are researching and will respond to the state in writing Mr [redacted] will be informed of our response through the state after their review is completed Thank you

Greetings: Good Day and thank you for the opportunity to respond to [redacted] concerns We have reviewed her file and we can advise as to the following informationShe contacted our Member Service Center (MSC) on 12/21/advising that she had completed an online quote for auto insurance and she wanted to activate the policyThe quote information was reviewed and policy was written effective 12/21/with a month renewal cycle for a AudiOnce the policy became active, request for signature was sent via email and regular mailIn addition, policy declaration page, certificate of insurance and Electronic Funds Transfer (EFT) forms were automatically mailed out When the policy was written, Ms [redacted] elected EFT as her billing payment optionThe account was set on EFT for her future paymentsIn order to get the policy started a down payment was requiredWhen our Member Service Representative attempted to collect down payment for the policy, Ms [redacted] attempted to make payment with credit card in her daughter’s nameHer daughter was a minor and could not provide authorization to our Member Service Representative to make the paymentMs***’s daughter did not seem aware of what was being asked of her or what was transpiringMs [redacted] was informed that we could not validate the use of the credit card and she would have to provide payment in another mannerMs [redacted] then advised that she would transfer funds to her own credit card to make paymentShe asked our Member Service Representative to hold on while she transferred the funds and then the call was disconnected There were some automatic emails sent to Ms [redacted] when the auto insurance policy was startedThere was a request for her to review and provide electronic signature for our Questionnaire and NoticesThis email request was voided by our Member Service Representative Since no down payment was made on the policy, the policy was immediately canceledMs [redacted] should have received cancellation notice the same day she received policy declaration and insurance certificate documentsThe policy was canceled for the effective date and there is no outstanding balance owed on the policy In the correspondence dated 01/12/from Ms***, she requested that the Owner/Supervisor contact her in regards to our Member Service RepresentativeWe attempted to make contact with Ms [redacted] on 01/22/as she requested, there was no answer so a detailed voice message was left for her to return the call After careful review, we can advise that Ms [redacted] did authorize our Member Service Representative to write her an auto insurance policy for her AudiA down payment was even attempted to initiate the policyThe policy was canceled the same day it was written and there is no balance due Thank you for the opportunity to review her concerns Best Regards,

Dear Revdex.com: We are responding to the complaint letter filed with your office by our insured In the insured’s letter he stated he recently switched to ACIA and enrolled in the AAADrive program in order to further reduce the premium for his new automobile insurance policy Upon initiating the new auto policy he encountered problems with the AAADrive application logging his journeys and a ticket was issued that took nearly months to resolve We have reviewed the insured’s policy and confirmed the policy’s effective date of September 15, and both the insured and MrsInsured were enrolled in the AAADrive programOn September 18, an incident ticket was opened due to the AAADrive system being unable to correctly match the insured’s membership recordsThis issue caused the removal of the AAADrive discount for MrInsured; however the AAADrive discount was immediately reinstated effective the date it was removed to ensure no loss in the discount for MrInsured while the record match issue was being investigatedOn November 14, the record match issue was resolved and MrInsured was notified of its resolution and provide instruction for registering We understand the insured frustration regarding being unable to log his journeys due to this unforeseen issue and we apologize for the inconvenience We have also confirmed that the AAADrive discount has been in place during the investigation to ensure MrInsured received the benefit of the AAADrive discount while the issue was investigated In regards to the insured’s claim that the AAADrive application damaged the battery of his prior and current cell phone batteryAAA has not received any battery damage report from any other AAADrive applicant to substantiate the damage to the insured cell phone battery was the result of the AAADrive applicationIn the insured’s letter he also mentioned that members the AAA staff were rude to the insured However the insured did not identify the staff personnel and upon our review of the personnel he was in contact with as noted on the policy we were unable to find any evidence that the AAA staff was less than professional in there interaction with the insured

Dear Revdex.com: We are responding to the rebuttal letter filed with your office by our insured We apologize that our prior reply was received as arrogant as it was not our intention to offend the insuredWe were only attempting to address all the concerns raised in the insured’s letterThe insured is correct that he should not have had to contact us regarding an issue with the application or to monitor his policy to insure the application is working correctly As the insured requested we have confirmed the application issue has been corrected and that the insured should have no further issues with the application We again apologize for the application error and for our misunderstanding of the insured’s concerns Sincerely, IRCR

Good Day and thank you for the opportunity to respond to our policyholders concerns. We have reviewed our policyholder’s request for an extension of time to complete repairs to his propertyWe discussed his request with our Underwriting Department who has agreed to allow an extension
of time until his next policy renewal scheduled for 10/17/In order to provide an extension of time for our policyholder to complete his property repairs, he had to agree to add H-Excluded Additional Structures to his Homeowners Insurance Policy Our policyholder spoke with his Independent Agent who informed him that he would have until next policy renewal to provide us with proof of repairs to the eaves on his propertyOur policyholder signed exclusion form and emailed the signed document back to his agentThe signed exclusion form was submitted to our Underwriting Department for their reviewAlong with the signed exclusion form, change was made to the policy to add H-Excluded Additional Structures to the policyThe detached garage has crumbling roof shinglesDue to the condition, the garage presents increased exposure to loss and is ineligible The property roof has been cleared and we are only asking that our policyholder complete necessary repairs to the eavesHe has until his next policy renewal to submit proof of repairs in order for us to provide coverage beyond 10/17/Once the roof of the garage is repaired or replaced, our policyholder can submit pictures of the completed work to us for reviewAt that time we will be able to determine if H-Excluded Additional Structures endorsement can be removed from his policy. With respect to our policyholder’s reference regarding his interactions with his Independent Agency, we spoke with the agency and was informed that when this action first occurred, his agent was out of the office on vacationOur policyholder had left message for him to return his callOnce his agent returned to the office from vacation, he contacted our policyholder but was unable to speak with himA voice message was left for him to return his callAgent contacted Underwriting Department to see if he was able to obtain an extension of timeAt that time we were requesting for repairs to be made to the home roof so no extension was granted at that timeComplaint was filed and our policyholder had the opportunity to speak with his agent regarding the necessary repairs and what was required of him After careful review, additional structures have been excluded and the policy has been reinstatedWe have approved our policyholder’s request to extend timeframe for him to make necessary repairs to his property We appreciate the opportunity to review the concerns Best Regards,

We have made several attempts to speak with Mr*** and left voice messages and he has also left several voice messages which may be due to his work hours. We have requested photos and a repair estimate of the alleged vehicle damage so we can mediate his complaint. Today this email
was sent to the Mr***. Sending member a follemail:From: *** *** Sent: Wednesday, November 22, 11:AMTo: ***
*** *** *** *** - Auto Club Group Complaint - CTS***Dear Mr***,I have received your voice messages and also have returned your calls. Unfortunately we have been missing each other’s phone calls. In order to move forward on your damage complaint, can you please send me any photos of the vehicle damage and any repair estimates that you may have so we can review the damage with the Service Provider.Please send any documents to this email address or fax to my attention at the number listed below.Sincerely, *** ** ***Supervisor, Service MonitorAutomotive ServicesAuto Club Group***
***

Complaint: [redacted]
I am rejecting this response because:It doesn't propose a resolution nor does it state that so long as this issue continues, I do not ha e to worry about being up billed due to the failure of the app. I'm not looking to make this difficult, I just do not see my issue being addressed. The mandatory mom functional app is causing AAA to lose business as consumers should not have to deal with this to obtain a discount and insurance brokers aren't recommending AAA to prospective clients due to these issues. I also am making AAA aware of this in order for them to continue to obtain business.
Sincerely,
[redacted]

Good Day. We received this same complaint through the state of Michigan's insurance regulatory office.  This requires us to respond to the state in writing by February 13.  We are researching and will respond to the state in writing.  Mr. [redacted] will be informed of our response...

through the state after their review is completed.  Thank you.

Dear Revdex.com:   We are responding to the complaint letter filed with your office by our insured.  In the insured’s letter he stated he recently switched to ACIA and enrolled in the AAADrive program in order to further reduce the premium for his new automobile insurance policy.  ...

Upon initiating the new auto policy he encountered problems with the AAADrive application logging his journeys and a ticket was issued that took nearly 2 months to resolve.  We have reviewed the insured’s policy and confirmed the policy’s effective date of September 15, 2017 and both the insured and Mrs. Insured were enrolled in the AAADrive program. On September 18, 2017 an incident ticket was opened due to the AAADrive system being unable to correctly match the insured’s membership records. This issue caused the removal of the AAADrive discount for Mr. Insured; however the AAADrive discount was immediately reinstated effective the date it was removed to ensure no loss in the discount for Mr. Insured while the record match issue was being investigated. On November 14, 2017 the record match issue was resolved and Mr. Insured was notified of its resolution and provide instruction for registering.   We understand the insured frustration regarding being unable to log his journeys due to this unforeseen issue and we apologize for the inconvenience.  We have also confirmed that the AAADrive discount has been in place during the investigation to ensure Mr. Insured received the benefit of the AAADrive discount while the issue was investigated.  In regards to the insured’s claim that the AAADrive application damaged the battery of his prior and current cell phone battery. AAA has not received any battery damage report from any other AAADrive applicant to substantiate the damage to the insured cell phone battery was the result of the AAADrive application. In the insured’s letter he also mentioned that members the AAA staff were rude to the insured.  However the insured did not identify the staff personnel and upon our review of the personnel he was in contact with as noted on the policy we were unable to find any evidence that the AAA staff was less than professional in there interaction with the insured.

Greetings:   Good Day and thank you for the opportunity to respond to [redacted] concerns.    We have reviewed her file and we can advise as to the following information. She contacted our Member Service Center (MSC) on 12/21/17 advising that she had completed an online quote...

for auto insurance and she wanted to activate the policy. The quote information was reviewed and policy was written effective 12/21/17 with a 6 month renewal cycle for a 2005 Audi. Once the policy became active, request for signature was sent via email and regular mail. In addition, policy declaration page, certificate of insurance and Electronic Funds Transfer (EFT) forms were automatically mailed out.   When the policy was written, Ms. [redacted] elected EFT as her billing payment option. The account was set on EFT for her future payments. In order to get the policy started a down payment was required. When our Member Service Representative attempted to collect down payment for the policy, Ms. [redacted] attempted to make payment with credit card in her daughter’s name. Her daughter was a minor and could not provide authorization to our Member Service Representative to make the payment. Ms. [redacted]’s daughter did not seem aware of what was being asked of her or what was transpiring. Ms. [redacted] was informed that we could not validate the use of the credit card and she would have to provide payment in another manner. Ms. [redacted] then advised that she would transfer funds to her own credit card to make payment. She asked our Member Service Representative to hold on while she transferred the funds and then the call was disconnected.   There were some automatic emails sent to Ms. [redacted] when the auto insurance policy was started. There was a request for her to review and provide electronic signature for our Questionnaire and Notices. This email request was voided by our Member Service Representative.   Since no down payment was made on the policy, the policy was immediately canceled. Ms. [redacted] should have received cancellation notice the same day she received policy declaration and insurance certificate documents. The policy was canceled for the effective date and there is no outstanding balance owed on the policy.   In the correspondence dated 01/12/18 from Ms. [redacted], she requested that the Owner/Supervisor contact her in regards to our Member Service Representative. We attempted to make contact with Ms. [redacted] on 01/22/18 as she requested, there was no answer so a detailed voice message was left for her to return the call.   After careful review, we can advise that Ms. [redacted] did authorize our Member Service Representative to write her an auto insurance policy for her 2005 Audi. A down payment was even attempted to initiate the policy. The policy was canceled the same day it was written and there is no balance due.   Thank you for the opportunity to review her concerns.     Best Regards,

Dear Revdex.com:   We are responding to the rebuttal letter filed with your office by our insured.  We apologize that our prior reply was received as arrogant as it was not our intention to offend the insured. We were only attempting to address all the concerns raised in the insured’s letter. The insured is correct that he should not have had to contact us regarding an issue with the application or to monitor his policy to insure the application is working correctly.  As the insured requested we have confirmed the application issue has been corrected and that the insured should have no further issues with the application.    We again apologize for the application error and for our misunderstanding of the insured’s concerns.   Sincerely,   IRCR

Complaint: [redacted]
I am rejecting this response because:I think the response is nothing but arrogant. First, I wouldn't expect AAA Customer Service to log themselves as being rude. I would be more than happy to list the names of all of the people I have spoken with but at this point it does not seem to matter as a resolution won't be reached. Second, I was never told to submit a battery damage report. I merely stated that the constant running of the app in the background burned my battery. Third, AAA did open a ticket, in fact, several tickets. I have emails of the conversations and attachments that were send back and forth to AAA, so it is documented on my end as well. Unfortunately opening a ticket has not solved anything as I have had to constantly call back. For AAA to remove the discount, regardless of whether or not it was reinstated further proves the app is not working and that the customer is held responsible for errors on AAA end. I shouldn't have had to call not my insurance agent to have the AAA discount added back on when it was documented the issues that were occurring.  My persistence and work with the AAA Customer Service and Application Specialist is evident on how I tried to get this resolved a numerous amount of times. No resolution had been offered in AAA response, rather it was an attempt to tell me I am incorrect when I have everything documented. I just want to know that the discount won't be removed due to the app being sporadic.
Sincerely, 
[redacted]