Tower Group International, Ltd.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolvedFne The documents requested is proof that I was living at the residence at time of claim, my question is, what difference does it make, I am the owner and I have been paying my premiums for the past ** years, why do I have to provide proof that I was living at the premises at the time of claim? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] ***,We have received the customer's response inquiring as to the basis for our documentation requests Those bases are specified in the letter we mailed to the customer on October **, Please ask the customer to review that letter and respond to it and our subsequent correspondence so that we may proceed with the investigation of this matter Thank You, [redacted] , [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolvedFne
 
 The documents requested is proof that I was living at the residence at time of claim, my question is, what difference does it make, I am the owner and I have been paying my premiums for the past ** years, why do I have to provide proof that I was living at the premises at the time of claim?
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com,We are in receipt of the attached complaint.Upon receipt of this claim, [redacted] assigned [redacted] claims to handle this claim.Settlement figures have been reached with [redacted] and we are awaiting a signed Proof of Loss to issue payments.If you need any further information, please...

do not hesitate to contact us.Thanks[redacted]
[redacted]
[redacted]

The claim that is the subject of this complaint is currently under investigation. Complainant has been informed of the status of the investigation and the Company is awaiting receipt of documentation previously requested of the Complainant to conclude that investigation. Our file on this matter...

remains open pending receipt of the information which we will promptly review once received and provide our coverage position.

Dear [redacted],We have received the customer's response inquiring as to the basis for our documentation requests.  Those bases are specified in the letter we mailed to the customer on October **, 2014.  Please ask the customer to review that letter and respond to it and our subsequent correspondence so that we may proceed with the investigation of this matter.  Thank You,[redacted]

Review: I had used this company to insure my condo over two years ago. After moving I contacted my agent and cancelled the policy. For over two years I have been charged in up to $45 per month for insurance that I do not use and have asked over 10 times to be cancelled. I've called , written letters, written e-mails, spoken to both the agent and company several times. I have been charged $585 for absolutely no reason. When I called the agent , who in my opinion does not have the mind to complete her job, she told me that she had possibly lost the cancellation agreement in the stacks of messy papers that surround her office. The agent herself told me to take it up with the company. I have spoken to the company several times , they promised to cancel charges , yet I continue to be billed every month. I am at a loss. Please help me.Desired Settlement: I would really just like the charges to stop and for my $585 to be refunded.

Business

Response:

We have received the customer’s complaint in regards to her policy #[redacted]. This is a renter’s insurance policy for her apartment at [redacted]

In order to cancel her renter’s insurance policy, the customer is required to sign a cancellation request form and return it to her agent for processing. The agent for this policy is Grant, Smith & Dassler located in Pearl River, NY. The agent confirms that on 11/**/12, they sent the customer the required form to sign in order to cancel her renter’s insurance. They never received the form back from the customer. They subsequently sent the same cancellation form to the customer on 10/**/13 and 2/**/14 with no response. The agent has commented that the customer refuses to sign and return the request.

In order to obtain a copy of the required cancellation form, the customer should contact Patty Bodnar at Grant, Smith & Dassler. She can be reached at [redacted] or via email at [redacted]. Once we have the signed request, we will cancel the policy promptly.

In the meantime, we have stopped automatic, monthly, payments from the insured’s bank account. The insured does need to, however, sign the cancellation request form in order to cancel and avoid future automatic payments.

We thank you very much for bringing this to our attention and please let me know if you have any further questions. We can be reached at [redacted]

Sincerely,

Review: I cancelled my agreement with the agency on September **, 2013. I had paid them in advance which left me a refund due in the amount of $187.00. The company neglected to send my refund check, so I called and was told they were not sure what happened but would send me a check in the amount of $187.00 and it would take 10 business days to arrive. 14 business days later it had not arrived so I again called and asked where my refund was and I was told that it was not mailed out until October [redacted] so I needed to wait until 10 business days after that date. October [redacted], which is 10 business days after the [redacted], I still did not receive the refund check. I called the agency and was told that the check was actually not issued until October [redacted] so it had not yet, really, been 10 business days. I was told that the only thing they could do at this point would be to stop payment on the check and re-issue another one and would have to wait another 10 business days from the date that check was issued and/or mailed. I chose to wait a little longer just incase it arrived within the next week. I waited another couple weeks and still did not receive my refund by October **, 2013. I agian called the agency and asked to speak to a supervisor,, the woman supervisor I spoke to said that the check was actually not issued until October [redacted], and that did not mean it was actually mailed out that day. She said she did not know what day the check was mailed as the system did not give her that information. She stated she did not know if they waited and did a "mass mailing" or what and again offered to stop payment and re-issue and I could wait another month to receive the new refund check. I asked if she could sent it certified mail so I would be sure to receive it and she said no, the only thing she could do is if the check was really delinquent in arriving she could stop payment and mail another refund check out overnight mail. I asked how late in arriving it would have to be to do that and she said "If it was the first week of November and it still didn't arrive" I said I would call back the first week of November. I did call back on November [redacted], 2013 and was told that they would not overnight mail me a check and didn't know why I had been told that.

It has been close to 2 months, since September **, 2013, 57 days ago to be exact, and I have yet to receive my refund check. I have been spoken to really rudely when I call to find out where my refund is. $187.00 may not be alot of money to some people but it is a lot of money to me and they made sure that I signed a document so they were not reliable from September ** on but have not returned my money which would have paid for services until November *, 2013. If I had owed this company money they would not take my excuse to wait for my check for 57 days.Desired Settlement: I would like a check sent overnight or through certified mail within a reasonable amount of time, within 5 business days.

Business

Response:

l have received the notice of complaint for review and response.

Request to cancel coverage effective 9/**/13 was processed on 9/**/13. A return of $186.82 was realized.

10/**/13 return premium check # [redacted] was sent to address below. When Tower was advised not received. the check was voided with new check issued 11/**/13;

11/**/13 check #[redacted] sent to insured via fed Ex with Saturday delivery date 11/**/13.

[redacted]

[redacted]

Should you need to Contact me please feel free to call me at[redacted]

Review: claim #[redacted]-accident on 4/**/2013-my car was held in towing yard as of today-towers insured hit my car while I was parked & has refused to pay for a rental or make arrangements for me to rent a car as of 4/**/13 - I have been without transportation- I am an innocent victim-I should have had priority-they have just issued a check for the repair of my car to my attorney which will take more time from my life-[redacted]-I live on[redacted]-they want me to pay for a rental-I do not have the means to do that...they have done more harm to me both mentally,physically & emotionally than anyone in my entire life...all I get from them is a runaround -they don't return phone calls,they are nasty...definitely need better training... never dealt with a company like this obnoxious, spiteful , etc,etc,etc.Desired Settlement: rent me a vehicle - pay in advance/or credit card - stop playing games -

Business

Response:

Dear [redacted],

Tower National Insurance Company acknowledges receipt of the subject complaint. This matter involves a claim for automobile liability property damage against Tower's insured. The insured was at the time of loss covered under the above referenced Commercial Auto Policy in accordance with the terms and conditions set forth therein.

The insured reported a four vehicle accident in which the insured vehicle and another vehicle were moving, while the Complainant's and another individual's vehicles were lawfully parked. All of the involved vehicles sustained damage.

As a result of our investigation we concluded that our insured and the vehicle owned and operated by [redacted] shared liability for the loss. Accordingly we offered to pay 50% of the damages sustained by the Complainant. She initially objected to that offer. The Complainant then retained legal representation through the [redacted]. After some discussion regarding the merits of the Complainant's claim, we agreed to resolve the claim for 50% of all damages.

On June **, 2013 we received an executed property damage release of all Property Damage claims from the Complainant's attorney. A copy is enclosed. Accordingly, we issued payment to resolve the matter in the amount of $3,020.70, also on June **, 2013.

We trust this response is sufficient. Please let us know if you require any additional information.

Sincerely,

Claim Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[they did not respond to the FACT that liability was not mine & held me & my car HOSTAGE while they figured out who was liable - certainly NOT me-since I was legally parked & their insured lost control of her vehicle & hit my car while I was in it - causing me pain & then refused to pay for a rental up front so I could get medical treatment - it has been THREE (3) months that I had no transportation....there were 2 cars damaged besides mine one of those insurance companies should have taken the full responsibility for my needs -- billed the other--this not just a matter of property damage - it is a matter of being HUMAN - which the insurance company isn't - they don't even trust each other & neither do I -tower should have given me a rental -no question, paid up front they have not addressed that--it cannot be justified....that is my answer to their LIMP response & evasive answer..]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Tower National Insurance Company acknowledges receipt of the second follow up to the subject complaint, dated August *, 2013 .

This matter involves a claim for automobile liability property damage against Tower's insured . The insured was at the time of loss covered under the above referenced Commercial Auto Policy in accordance with the terms and conditions set forth therein .

As we reported in our two previous responses, the claimant, [redacted], through her attorney , executed a Release of All Property Damage Claims. We honored that release, paying the full amount immediately upon receipt.

Tower National Insurance Company maintains that no further funds are due this claimant. Our insured has been fully and legally released by this claimant , who , again, was represented by legal counsel. Our file remains closed and no further payments will be made.

We trust this response is sufficient. Please let us know if you require any additional information.

Sincerely,

Claim Manager

Review: In 2007 Ive insured my home by Tower National Ins. Co.During the first two years, they billed my mortgage company and collected additional payments from me where I had to call in to rectify. On 12/**/2013, I paid off my full mortgage way before the expected time period and decided to no longer have Tower Nat. Ins. Co.On 07/**/2014 Ive received a policy refund check from them in the amount of $709. This was predicted considering that my policy was no longer active and I had paid off my mortgage ahead of time where homeowner insurance was already included in the mortgage for further payments. Then during 09/2014 Tower Nat. Ins. started sending me bills requesting for payments, after 4 months of the end of policy date which was on 05/**/2014. I was confused but didnt look too much into it considering I had cancelled my policy and received my refund check. But then I contacted the producer for this insurance company and had to re cancel the policy on 11/25/2014. Although technically it shouldve been cancelled automatically due to Tower Nat.s policy of nonpayment if it was still active, after a month of the policy end date of 05/**/2014.On 08/**/2015 Ive received a letter er from [redacted] at [redacted] referred by Tower Nat. Ins. Co. for collection in the amount of $1206.94. When I called Tower Ins., the representative informed me that the $709 was actually sent from a different mortgage company to them for a different client but they made a mistake and sent me the check and they also decided to charge me for the time period between 5/**/2014 through 11/**/2014 for their policy in the amount of $497.94 because they decided to reinstate my policy on 07/**/2014 because of the payment they received from the mortgage company. Their simple explanation was that it is the computers generating the bills and no one is monitoring the policies. Im guessing they have also have robots placing bills and checks in envelopes.Desired Settlement: At this point I am outraged the way they manage their company and for sending me to collections on a matter caused by their negligence and omission without my awareness. I expect them to remove the charges from my account and stop making deceitful excuses for trying to collect additional payments from consumers. This is the least they could do considering all the trouble they've caused me since the beginning and all their careless and unprofessional business.

Business

Response:

To whom it may concern:This customer has had a homeowner’s insurance policy with our company for several years. A renewal policy was issued to the customer effective 05/**/2014 with coverage through 05/**/2015. The total annual premium for this policy term was $995. An invoice for this policy term was issued to the customer on 4/*/2014 due on 5/**/2014 – requesting a minimum installment of $398. No payments were received by the due date and a notice of cancellation was issued to the customer advising that the policy would cancel if no payment was received by 6/**/2014.On 7/*/2014 a payment in the amount of $1704 was received from a mortgage company for another policy and was inadvertently applied to the customer’s policy. Since this was within the policy’s 10 day grace period the customer’s policy remained in force. Since a payment of $1704 was applied to a policy valued at $995, it generated a refund to the customer in the amount of $709. ($1704 – 995).The customer received and cashed the check for $709 having not made any payments on this policy. The misapplied payment was corrected off the customer’s policy and moved to the correct customer’s policy. This left an outstanding balance of the original $995 premium, a $6 installment charge, a $10 late fee, and a recoupment of the $709 which was sent to the customer. The net result is that the customer now owed $995 + $6 + $10 + $709 = $1720. On 11/**/2014 the company sent intent to cancel notice to the customer requesting $1720.00.Shortly thereafter we received a signed request from the customer to cancel the policy effective 11/**/2014. Insurance coverage had been provided from 5/**/2014 – 11/**/2014, which resulted in an outstanding earned premium of $1206.94. (This includes a prorated premium of $487.94, a $10 late fee, and the $709 refund which we are looking to recover). Payment was not received from the customer and thus it was sent to Collections.On 9/*/2015 the customer contacted the service department and inquired as to whether the return check of $709 was due to an overpayment in 2007. It was communicated to the customer that an overpayment made in 2007 was refunded via checks on 7/**/2007 and 2/**/2008. Both of those checks were cashed.The customer also states that she should not owe any money because her mortgage was paid off by 05/**/2014. However, the status of a mortgage does not have anything to do with homeowner’s insurance which was in place to cover the home. The policy could not be cancelled flat unless the customer could show proof that there was replacement insurance coverage from another company as of 5/**/2014. To date we have not received any such proof.In summary, the customer was provided homeowner’s insurance coverage for the period of 5/**/2014-11/**/2014, made no payments for that coverage, and cashed a refund check which was inadvertently sent to her. The collection is to recoup the earned policy premium, late fee, installment fee and refunded premium.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My name is [redacted]. I’m writing this letter regarding case number [redacted]. After reading the response of the Tower National insurance company, it became more obvious of their negligence and their mistakes and their ways of trying to compensate their loss through customers. They continued my terminated policy on their own without my consent. They also stated “the policy could not be cancelled flat unless the customer could show proof that there was replacement insurance coverage from another company as of 5/**/2014”. There is no such a law forcing that in the state of New Jersey. As long as the mortgage has been paid off and my mortgage was paid off in December 2013, I could easily cancel my home insurance and in this case my policy should’ve been terminated the latest 5/**/2014 since it was already paid up until then. But they mixed up on another customers check and apply it to my cancelled account and continue my policy without even giving me a call this whole time and then realizing their mistake and trying to compensate and disguise their unprofessionalism by trying to collect more money. At this point I could agree to pay the $709 they sent because that is another poor customer’s money but I am not settling for the remaining $497.94 because they continued this policy without my consent. Since I never made any payments like they stated, this policy should’ve been terminated way before 11/**/2014. They also ruined my credit for their mistake. They need to make sure this gets removed from my credit history as if I made no payments. There shouldn’t have been an account still open to even consider making payments for. This company is extremely unprofessional, unreliable and completely careless towards consumers. They only aim to collect money. They have no justice in their policy motto. I want his case to reopen. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On 4/**/2015 I made my final mortgage payment to [redacted] which included my homeowners insurance payment to Towers Insurance. My loan was transfered to [redacted] Services. I notified Towers Insurance in May of cancellation of homeowners insurance in addition, my new homeowners insurance company: [redacted] Insurance notified Towers Insurance that they were my new homeowner Insurance Carrier effective May 2015. There have been several taped three way conversations from May to August with [redacted] and [redacted] verifying my new homeowners insurance. To this date, [redacted] Insurance has not been paid because Towers insurance called, according to [redacted] and stated I wanted them as my insurance carrier which was false. [redacted] ignored my wishes and paid Towers Insurance instead of [redacted] insurance. This is fraud. I have called [redacted] several times and they have informed me that Towers Insurance refused to send a letter of cancellation. Towers has been paid, to date, $2,200.19 for the year. I informed that [redacted] Agent that this is fraud and they should be paying [redacted] $859.00. A phone call was made today 8/**/2015 requesting a cancellation letter from Towers Insurance effective May *, 2015 again which they are refusing to grant me. I adamantly have told [redacted] not to pay any funds to Towers Homeowners Insurance but my wishes have been ignored. I will be losing mh [redacted] effective September ** if I don't pay them $859.00 this will be double payment. Please contact me at your earliest convenience.Desired Settlement: Payment to [redacted] Company $859.00 immediately. Refund from Towers Insurance along with cancellation letter effective May *, 2015.

Business

Response:

Please accept the following as our response to the captioned complaint.

A review of our Customer Service telephone logs reveal the following:

6/**/15 - We received a telephone call from [redacted] Mortgage inquiring about the status of this policy. [redacted] was informed that they were not listed as the mortgagee and were given the agent's telephone number to initiate this process.

6/**/15 - We received a request to add [redacted] Mortgage Services LLC to this policy as the mortgagee.

6/**/15 - We received a telephone call from [redacted] Mortgage requesting the status. We advised [redacted] that the endorsement to add them as the mortgagee will be processed within 3 to 5 business days.

6/**/15 - We issued the endorsement naming [redacted] Mortgage as the mortgagee.

7/*/15 - We received a telephone call from the policyholder requesting to cancel this policy. We advised the policyholder to contact her agent to initiate this action.

7/**/15 - We received a telephone call from the policyholder, checking on the cancellation. Since we have received nothing from the agent requesting cancellation, the policy was still in effect. The policyholder was advised to email us a request to cancel this policy along with a copy of the Declaration Page from the new insurance company.

It must be understood that, to prevent fraudulent policy cancellations, we do not process these transactions over the phone but require a document.

A review of the underwriting file reveals that we have not received anything from the policyholder or the agent on this and coverage is still in force.

We therefore ask that one of the following be taken to resolve this issue:

That the policyholder email our Service Center at [redacted] requesting that cancel policy [redacted] and attach a copy of the Declaration Page from the new insurance company.

That the policyholder telephone the agent of record, Demetriou General Agency at [redacted] to request cancellation.

That the policyholder telephone the broker on this account, [redacted], at [redacted] to request cancellation.

Do not hesitate to contact me if I can be of further assistance in this matter.

Sincerely,

Jerry T[redacted], Underwriting Manager

National General Insurance Companies.

Review: To Whom it May Concern - I am the lead trustee on a 4 unit all owner unit occupied condo association at the address in my complaint. I'm writing to alert you to our intent to leave your company due to unethical email practices when it comes to your billing. We will no longer tolerate threatening emails of "Legal Notice - Recission" without further details in them. You hardcopy versions are just as vague. We can never access your website to make timely payments or even basic inquiry functions. Nor do your phone numbers work. Just today the message on your phone line said "We're experiencing technical difficulties, please call back later." I'm sorry but none of this is acceptable for the premiums we pay. If you cannot provide a reliable and easy to use self service website or even a working phone number for your customers. Than you're probably not capable of handling a claim IF we ever needed to file one. We officially object to threats of cancellation IF it's related to payments if we cannot easily make them via a website that doesn't work or a phone system that is out of order.Desired Settlement: 1. Validate Tower was delivered an electronic payment from Bank of America via our associations account. 2. Correct whatever is causing your site and phone number to be unusable. 3. Failure to apologize and improve service will result in cancellation of our contract. 4. If you force us to cancel mid contract due to non delivery of these requests then we expect a waiver of any penalties for early cancellation. 5. If Tower insists on attempting to levy a fee for early cancellation then we have legal representation who we will represent us gong forward.

Business

Response:

Concerning the consumers issues, two of the three payments were made sucessfully through our online payment system. Our accounting records are showing electronic payments of $698 on April *, 2013 and $7223 on June **, 2013. The last payment we received was by mail to our lockbox on Septemvber **, 2013 for $698.

In terms of our phone system, we did have a technical issue on September **, 2013 but it was sporadic and resolved the same day with our phone provider. There have been no known issues with our online site.

Business

Response:

We would like to take this opportunity to sincerely apologize for the service [redacted] was provided while contacting our IT Agent Support helpdesk. We reviewed the complaint and did some research to see if we had any website outages during the time [redacted] or his company attempted to access the policy online, and we did not find the website down nor did we find any other insured’s having a related issue during that time. We are very sorry he experienced difficulty with attempting to go online to view the policy documents and make additional payments. During our review, we did find a few times where [redacted] was successful with making payments using the user ID of [redacted]

Review: I paid Tower Group insurance an agreed about rate of $648 for one year of home insurance. 20 days later they sent out a threatening email claiming they terminating my insurance policy unless I pay an additional immediate payment $673. This was not in the agreed upon contract.Desired Settlement: I demand a writen apology and assurance that my insurance will not be cancelled, or a full refund of the $648 that I paid them on 07/**/2013.

Business

Response:

To Whom It May Concern,

I have reviewed the billing history for [redacted] under his Tower homeowner policy [redacted]. We did receive the full payment of $648 on his renewal but due to our error, the payment was not applied timely. This resulted in [redacted] receiving a cancellation notice. The money has been applied and all late fees wavied. The account is in good standing and is paid in full.

Please extend our apologies to [redacted] for the delay in the payment posting. If you need further assistance, please do not hesitate to contact me directly at ###-###-####.

Sincerely,

AVP UW Manager

Tower Group Companies

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have Homeowner's Insurance with this company since 2000, I recently filed a claim because my roof was leaking, I was informed that this claim cannot be processed because I am not living in the home. I am the home Owner and have been paying my insurance premiums since 2000, they have no problem accepting my payment when it is dueDesired Settlement: I would like my claim to be processed and money provide to fix my roof

Business

Response:

The claim that is the subject of this complaint is currently under investigation. Complainant has been informed of the status of the investigation and the Company is awaiting receipt of documentation previously requested of the Complainant to conclude that investigation. Our file on this matter remains open pending receipt of the information which we will promptly review once received and provide our coverage position.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolvedFne

The documents requested is proof that I was living at the residence at time of claim, my question is, what difference does it make, I am the owner and I have been paying my premiums for the past ** years, why do I have to provide proof that I was living at the premises at the time of claim?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],We have received the customer's response inquiring as to the basis for our documentation requests. Those bases are specified in the letter we mailed to the customer on October **, 2014. Please ask the customer to review that letter and respond to it and our subsequent correspondence so that we may proceed with the investigation of this matter. Thank You,[redacted], [redacted]

Review: Please be advised this claim was called in on Saturday at 9am to a representative named [redacted] (C-29 Reference #) at 9:00 am on 6/*/13. My husband received a call which is a secondary number today from [redacted]. I am the primary policy holder [redacted] ([redacted]). Due to the negligence of Tower Insurance during the Sandy Storm several calls were made in attempts to solve the open area in the roof. As a result the attic flooded into the bathroom ceiling knocking out the electricity in the bathroom and the adjacent bathroom. There is no power in both rooms. That water subsequently came through the ceiling and traveled down the walls to the first floor into the ceiling down to the floor. We need to call an electrician immediately. Since Towers did not thoroughly evaluate the first occurrence with Sandy we need them to see the continued damage from this last rainstorm on Friday 6/*/13. Due to past experience with Towers I will be emailing all correspondence until this issue is addressed. Water and electricity do not mix and can cause a fire. This may not be important to you but there are children in this home and two of them are disabled. Please respond ASAP as I am unable to reach your Senior Property Claims Adjuster [redacted]. [redacted] ###-###-####Desired Settlement: The damages from Sandy and the rainstorm on June [redacted] were not adequately assessed. A $1000 coverage does not cover repairs done to the roof, the house interior and the shed area. There were no photos of the hole in the roof from the insurance company where the leakage caused damage in the interior of the house. The breakdown of refund does not adequately the damage to property. Towers need to evaluate the cost of repairs since we are insured customers with no lapse in payment.

Business

Response:

Dear [redacted]:

Tower Insurance Company of New York (Tower) is in receipt of your notice of complaint dated July **, 2013, regarding the above captioned claim. Please allow this letter to serve as our response thereto.

This matter involves property damage reported to have been sustained on June *, 2013 by policyholder [redacted]. The first notice of claim was reported to Tower on June *, 2013. The reported claim was for water damage to the attic, bathroom and dining room.

A review of our records has determined that [redacted] had a prior claim for damage caused by Superstorm Sandy. The Sandy claim was handled under file [redacted] and a payment was made for that claim in the amount of $1,067.52 less

$1,000.00 deductible for $67.52 (roof damage).

Upon receipt of the June *, 2013 claim, an adjuster and roofing consultant were assigned and an inspection of the damage was made. The inspection determined that there was no additional storm damage to the roof since the Sandy claim of October **, 2012. The condition of the roof worsened because the repairs were not made from the Sandy claim.

There was interior damage discovered that were not present during the Sandy claim. We estimated the damage to the interior to be $1,570.81 less $1,000.00 deductible for $570.81. [redacted] did not accept that offer because she was claiming the entire roof needed replacement. We attempted to negotiate a settlement and offered $1,000.00. [redacted] rejected that offer as well. As we had offered the $1,000.00, we issued payment for that amount on July **, 2013.

Further discussions were held with [redacted] regarding the June ** claim and the Sandy claim. On the June [redacted] claim, a reinspection was held on July [redacted] 2013 with the adjuster and a building consultant to review all the damage. We await that report. For the Sandy claim, [redacted] has advised that there was damage to a shed that was not addressed. She was asked to provide an estimate for the shed and we await that estimate.

Upon receipt of the report and estimate, we will have further discussions with [redacted] in an effort to resolve these claims.

We trust the within response is sufficient. If you require any further information or if I can be of any further assistance, please free to contact me.

Very truly yours,

Assistant Vice President Branch Claim Manager

Review: Tower's subsidiary Massachusetts Homeland Insurance Company is my Insurer, policy issued through an Agent. Prior to Policy renewal a new vehicle was purchased, new coverage required. An invoice was received for the new coverage with a due date the same as the policy renewal invoice, received later. A call was placed to Tower's Customer Service number for Billing/Payment, where it was specifically inquired what the total balance due was; specifically calling out the change-in-coverage invoice - and that the number given was consistent with the policy renewal invoice received - aka the last invoice received before payment. Thus, a payment was made in that amount. Subsequently, a credit was issued to the account; where a check was received via mail - in an amount larger than the invoice at issue - with complete mailing address present.

The issue: Even later, an invoice was returned to sender because it failed to include the full address, i.e. APT # (the credit received included the full address). My Agent notified me of this issue on approximately 9/**/2013. My Agent mailed the item to me with the complete address present, and was received approximately 10/*/2013. I notice the issue, and contact my Agent who fails to reply. Currently, I received a collection letter from a third-party collection agency on the invoice amount, issued 10/*/2013. I contacted the collector, and provided payment/call ID #'s and requested they stop all collection practices as this debt is invalid and in dispute. Further explaining the credit received on the account.

I contacted Tower's Customer Service who is unable to see any outstanding balance on the account, but confirms that a credit, in an amount larger than the invoice at issue, was made to the account. I was told I would need to call back and request to speak to a separate group to "further investigate the matter". Confirmed over and over again, no amount is owed to Tower, this debt is invalid and in dispute.Desired Settlement: (1) I would like Tower to apologize for their error, their incorrect mailing address, and their unwillingness to contact their Insured directly so that the Insured could quickly address the matter.

(2) I would like Tower to apologize for sending this item to a third-party collector; and to confirm that no further attempts will be made to collect on this invalid debt.

(3) I would like Tower to specifically address this situation, fully explaining the series of debits and credits made to the account between July *, 2013 and October **, 2013.

(4) I would like Tower to specifically confirm that this debt is invalid, and that the account is paid in full with a zero dollar balance.

(5) I would like Tower to specifically confirm that future mailed correspondence will contain the full and accurate mailing address of their Insured.

Business

Response:

Dear Sir or Madam:

Please find this letter in response to the above referenced complaint.

The customer is inquiring about money due on an insurance policy that has gone to collections. The customer previously had a package insurance policy with Massachusetts Homeland with the policy number of [redacted] ("old policy"). That policy expired on 9/*/2013. Due to a policy endorsement, a bill for $34 was generated to the customer on 8/**/2013.

On 7/**/2013 the customer was issued a new policy with a new policy number, [redacted] ("new policy"). This policy was effective 9/*/2013 and it included a notification to the customer that his policy number was changing. The customer paid this policy in full on 8/**/2013.

On 10/**/2013 our records indicate that the customer called our company inquiring about money owed on the new policy. He was advised that there was no money due on this policy. It appears, however, that because the customer inquired only about the new policy there was no review of the old policy and therefore the billing department never saw the $34 still owed on the old policy. It should also be noted that a subsequent endorsement was done to the new policy by the agent effective 9/*/2013. This resulted in a $37 premium refund which generated to the customer on 9/**/2013 for that policy.

At this point the customer still has an outstanding balance of $34 on the old policy. In regards to the question of whether the money owed is valid, we have included a copy of the endorsement declarations page produced when the old policy was endorsed on 7/**/2013 and a copy of the bill in the amount of $34 sent to the customer on 8/**/2013 regarding the policy.

However, we recognize that there appears to have been a miscommunication about the money owed on the prior policy. As such, we have waived the $34 and notified the collections department that this policy no longer has an outstanding debt. We hoped that this satisfies our customer who currently is paid in full and in good standing on his current policy term.

Should you have additional questions please let us know.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: An apartment insurance was cancelled due to death of owner. The cancellation was made on/or about June 2013. Two check were issued for said cancellation, each for $81.89. One issued to owners of policy, which was deposited into checking account. The second check was made payable to "[redacted]". This check could not be deposited because at the time there was no "estate" account set up. Our bank suggested this check be returned to company. This started the problem. The insurance company issued a "stop payment on the first check.In the meantime, the second check payable to "estate" was returned to company. We have submitted all kinds of documents they requested to prove that check #* was not cashed, and check#* was returned. We submitted copies of Letter Testamentary as proof that I am the [redacted], yet after repeated calls by our personal insurance agent, [redacted] of [redacted] in the Bronx, we have no resolution to this matter. Perhaps you can expedite the refund, which is small, but the principle of the matter is frustrating that we cannot get a resolution in a reasonable time. Our last communication with Tower Insurance was through our agent, [redacted] who had a lenghthy conversation with [redacted] on 9/**/13, email: [redacted]Desired Settlement: Refund of the monies owed, $81.89 and the cost for the stop payment of $12.00. We are totally frustrated with this company.

Business

Response:

Dear Sir or Madam:

Review: My home was damaged on 1/*/15 due to a pipe that burst. I filed a claim that same night in order to begin the mitigation process. The adjuster arrived to assess the damage on 1/**/15. The mitigation process (which was lengthy to say the least) was completed on 1/**/15. It is now 3/*/15 and I have yet to hear a response from my [redacted] my property field adjuster regarding the status of my claim or a potential settlement. I have made numerous calls and left numerous messages regarding this matter and I've received two responses during this time. It has become quite obvious to me that they are delaying my settlement and that they are avoiding my phone calls.Desired Settlement: I would like for situation to be rectified by being offer/receiving a fair settlement to cover the damages and repairs that I endured during this tragedy.

Business

Response:

Dear Revdex.com,We are in receipt of the attached complaint.Upon receipt of this claim, [redacted] assigned [redacted] claims to handle this claim.Settlement figures have been reached with [redacted] and we are awaiting a signed Proof of Loss to issue payments.If you need any further information, please do not hesitate to contact us.Thanks[redacted]

Review: I own a home under an LLC. I have no bills for the home other than homeowners insurance. I do not have a checking account for the LLC that owns the home. I pay the homeowners policy with a bank transfer (bill pay) from my personal bank account. I overpaid my insurance policy. I was sent a refund check to my LLC which I cannot cash because I do not have an account. I called the company to get a new check made out in my name. I sent incorporation papers showing my name and the LLC, I sent the property deed, I sent lawyer correspondence, every piece of paper they requested, I sent. It amounted to approximately 12 pages of vital, personal information. The outcome: They cannot send me a check. I asked them to wire it back to the account it came from. The outcome: They cannot do that. I asked them to send the money back to my agent. The outcome: They will not do that. I asked them to hold the money on account for next year. The outcome: They don't do that.

I have been reasonable, trying to resolve this over the last month. I have sent numerous emails and made numerous to my rep, [redacted]. It is not fair for them to keep money that is not theirs.Desired Settlement: I want the $280 check made out to my name.

Business

Response:

We have communicated directly with the policyholder. They have advised that they were able to cash our check so the matter is resolved.

Review: Policy [redacted] has been canceled and Tower Group has taken a payment after policy has been canceled. After trying to resolve with Tower Company we have gotten a promise that this has not been processed properly. Calling our new insurance company they sent a letter to Tower to confirm transfer of policy. There has been a miss handling of situation. The Amount in refund is due since Fall of 2012, there should be interest paid on money held that was wrongfully taken from our account for a policy we no longer have. This is criminal and we have change insurance policy to save money only to be charged additional payment for service we no longer have. Agent; [redacted] has been no help in resolving or clearing up this matter since they no longer recieve and commision for our policy.Desired Settlement: Send refund Check with interest due and formal apoligy for miss handling of policy cancelation.

Consumer

Response:

At this time, I have not been contacted by Tower Group Companies regarding complaint ID [redacted].

Sincerely,

[redacted] & [redacted]

Business

Response:

This letter is in response to the above named complaint regarding a payment withdrawn via Electronic Funds Transfer (EFT) the policy wit us cancelled.

The customers have had an auto insurance policy with our company since 2008. The policy renewed with us 11/*/12 under policy number [redacted], at a cost of $2098 per year. The insured had signed up and authorized Tower to take payments electronically via EFT. Since the 11/*/12 renewal date only one payment of $349.66 was made on 5/*/13.

On 5/**/13 we received a request to cancel this policy retroactively to 4/**/13, as the customers have replaced coverage with another company, Allstate. The policy was cancelled effective 4/**/13 as requested. A copy of the cancellation request is attached showing the fax transmission date stamp of 5/**/13 from Allstate at the bottom.

On 5/**/13, we withdraw the balance due of $552.71. The total payments $902.37 reflect the total earned premium for auto insurance coverage from 11/*/12 through 4/**/13.

The customer is requesting a full refund of the money back to the fall of 2012, but since insurance was provided between 11/*/2012 and 4/**/13, a refund is not warranted. However if the customers replaced their auto insurance prior to 4/**/13, they may provide to us a copy of the new insurance policy, with a written request to cancel, and we will adjust our cancellation date and refund a portion of the premium paid accordingly.

We are willing to work with you and the customer to resolve this issue. However, based on the documentation we have been provided thus far the earned premium charges seem appropriate. Do not hesitate to contact me at [redacted] should you have any questions.

Sincerely