Wawanesa General Insurance Company

This letter is written in response to the complaint filed by Mr*** *** with
the Revdex.com
Wawanesa received Mr***'s application for automobile insurance that included a down
payment check in the amount
of$on January 13, According to Wawanesa's binder
provisions as stated on page of the application that Mr*** signed, it states, "lf you do
not presently carry automobile liability insurance, the insurance will not be effective until
approved the company Depositing your payment into our bank account, while we review
your application, does not constitute approval of your application by this company." Because Mr
*** did not presently carry automobile liability insurance at the time of application, no
binder coverage was afforded
Wawanesa processed Mr***'s application for automobile insurance in a timely fashion,
communicated to him in writing of his ineligibility and mailed his refund check in the amount
of$on January 21,Wawanesa was closed the weekend of January
18th through January 20th in observance of the Martin Luther King Jrholiday
Based on the above, we ask that this complaint be classified as invalid If I can be of further
assistance, please feel free to contact me.
Sincerely,
Mia Sotingco, MBA, AINS
Underwriting Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Review: Dear Revdex.com,

My wife sustained a bodily injury claim as a result of an uninsured motorist rear-ending our vehicle at high speed. The impact was so severe and totaled a 3-month old vehicle valued at $30,000.

My wife sustained bodily injuries as a result of the accident. Since the tortfeasor was uninsured, my wife presented a claim against my auto insurance company seeking uninsured motorists bodily injury coverage. A demand package seeking the policy limits was sent on March 14, 2015. This demand included all medical bills, Howell lien information, medical authorizations, loss of earnings documentation and leave of absence documentation. It has been over 63 days since this demand was sent and Wawanesa has offered $0 dollars.

To date, Wawanesa has done the following poor business practices:

1) Has delayed a UM policy limit demand by over 63 days.

2) Attempted to misrepresent receiving a [redacted] Medical Authorization when the document was faxed twice to them and was included in the original demand.

3) Did not provide a list of items needed to evaluate the claim in 15 days. Since the original demand, they have provided countless “new” items that they need in order to evaluate the claim. Two weeks ago it was a [redacted] Medical Authorization and this week it is a $340 chiropractic SOAP note allegedly delaying the claim.

4) When we asked about Arbitration options, Wawanesa went against California Consumer Law and demanded that a Consumer pay the Arbitration fees.

Wawanesa claims handling deeply concerns me. I personally manage a team of claims adjusters that handles high-profile commercial losses throughout the Country. If an experienced claims manager cannot handle a claim with Wawanesa, how can an average consumer?Desired Settlement: The immediate tender of the policy limit and apology for their poor claims handling.

Business

Response:

We are in receipt of a letter from the Revdex.com dated May 20, 2015, in which theyincluded a copy of your complaint to their office. This letter was received in our office onMay 21, 2015, at which time I reviewed the file with the adjuster, [redacted], to learn that he hadthat day sent an email to [redacted] with a tender of the Uninsured Motorist Bodily Injury limitsof $15,000 in settlement of [redacted]'s claim. Payment in the amount of $15,000 was issued thatsame day.Mr. [redacted] was able to conclude his evaluation of the claim at that time as he had received the recordsfrom your Chiropractor's office on May 20, 2015, after they had been retrieved and uploaded by ourcopy service. I realize that you were both anxious to resolve this matter as quickly as possible and it isour desire to meet the expectations of our customers. There are times that retrieval of information fromother parties, such as medical providers, even when we are requesting it to be done on a rush, is notwithin our control. Mr. [redacted] continued to follow up on the requested records in an effort to resolvethe matter with you as quickly as possible. As soon as we had the remaining information we tenderedthe amount of your policy limits to you and issued payment.It is our practice to not require a UM Release and Trust Agreement for injury claims in which we havepaid the full amount of the limits. This allows you to seek further recovery from the responsible partyif you desire.I hope that this matter has been concluded satisfactorily.Sincerely,WAWANESA GENERAL INSURANCE COMPANY

Review: We noticed a leak from the master bathroom into out kitchen. Called the insurance company and they wanted to send a plumber who can do a do a leak down test. After speaking to a couple of plumbers in the area, they indicated that the leak down test is done if the water is coming out of the ground to detect where there may be a leak. But insurance company adjuster Miss [redacted] insisted that this is their standard procedure. They recommended a company to come down and I did a little research to check on the company, only to find out that they had a bunch of bad reviews. I called the adjuster to discuss my finding and she literally laughed out loud that I was actually believing these reviews. I was surprised about the way she replied about her disbelief in the reviews, reminding her of how Wawanesa Insurance Company is proud to receive "Highest Customer Service Satisfaction" from JD Power. I requested they recommend another company and she did. The company came down and found the leak down test to be Ok. I then spoke to the adjuster for the next step, she said that they wanted to send a field appraiser but I couldn't set a time with the adjuster because he wanted to come out at a time that was easy for him if not he just wanted me to explain to him what I observed and probably make his decision with out ever stepping foot in my house. Field adjuster assigned to my claim was Mr. [redacted]. As we were still trying to set a time for the field adjuster to come out to inspect the property I get a letter from the adjuster stating that the insurance company is closing the claim at my request. That was a lie and a false statement. So I decided to call the adjuster's supervisor and explained the whole situation and she sounded caring, but turns out that she was just as bad as her counter part. The supervisor sent a different filed adjuster and a plumbing company who cut open a whole in my ceiling in the kitchen back in November and since then both the adjuster and heDesired Settlement: I would like the insurance company to provide me with a complete written statement of the damages and pay for ALL repairs including the repair of the damage caused by the water leak and the damage to the ceiling made by the plumber picked out by the insurance company.

[redacted] Please note the the area above for the repair did not have enough space to complete all the facts, so I am not sure how I can get this to Revdex.com. Please feel free to call me at [redacted] or email me at: [redacted]@verizon.net so I can provide the rest of the facts. Thank you

Business

Response:

Please be advised we have received an inquiry from the Revdex.com (Revdex.com) of San Diego,the California Department of Insurance and through Wawanesa General Insurance Company's website"feedback" page regarding the above-captioned loss. Attached to all three pieces of correspondence wereceived your description of your concerns and your desired outcome. Please accept this letter toaddress your concerns as registered to the entities mentioned above.By way of background, this will confirm you carry an H03 Homeowners policy with WawanesaGeneral Insurance Company. You reported a water loss to our staff on November 4, 2014, indicatingyou noticed a leak at your kitchen ceiling, which is directly below an upstairs shower. We immediatelyestablished a claim and initiated an investigation.Determining the cause, origin, and duration of the water escape is a common and critical component inthe investigation of any presented water loss. As such, we provided referrals to you for plumbers whohave expertise in leak detection. After conducting your own research about plumbing vendors, youselected American Leak Detection to inspect the plumbing leak in question. They visited your home onNovember 10, 2014. After performing a thorough inspection, they determined that the water leak wasfrom failed tile grouting and that re-grouting of the shower was a needed maintenance item.Importantly, the plumber opined the water escape from the failed grout was 30 days old.We discussed the claim further with you on November 13, 2014, at which time you confirmed the tileshower enclosure was original to your home, which was built in 1997. We also reviewed yourhomeowner policy contract wording with you regarding an exclusion which appears to apply to thisloss. The pertinent portion of the policy reads as follows:SECTION I- EXCLUSIONSA. We do not insure for loss caused directly or indirectly by any of the following. Such loss isexcluded regardless of any other cause or event contributing concurrently or in any sequence tothe loss. These exclusions apply whether or not the loss event results in widespread damage oraffects a substantial area.3. WaterThis means:e. Continuous or repeated seepage or leakage of water or the presence or condensationof humidity, moisture or vapor, over a period of time greater thanl4 days.The policy also outlines duties of policyholder, such as you. In particular, please refer to:SECTION I- CONDITIONSC. Duties After LossIn case of a loss to covered property, we have no duty to provide coverage under this policyif the failure to comply with the following duties is prejudicial to us. These duties must bepe1jormed either by you, an "insured" seeking coverage, or a representative of either:5. Cooperate with us in the investigation of a claim;7. As often as we reasonably require:a. Show the damaged property;We offered to inspect your damages and secure your statement, but you declined these offers and statedyou were expecting a denial letter from us. Instead, we sent you a letter on November 21, 2014,confirming you were withdrawing your claim.We next heard from you on December 2, 2014, with a request that a different plumber inspect the loss.We agreed to this request and [redacted] inspected your residence anew on December 3, 2014.Not surprisingly, that plumber confirmed the findings of the first plumber; namely, that worn tile groutand caulking were the leak failure sources, and that the duration of the leak was "more than a monthprior to discovery on October 30, 2014." Wood rot at the subflooring was also observed, whichprovides further evidence of the long-term nature of the water leak event.We informed you of these further investigative results on December 4, 2014, and have been attemptingto obtain your recorded statement ever since, in order to conclude our investigation. Janice [redacted] ofAdams Adjusting is assisting in this portion of the investigation. You may recall she completed aninspection at your home. Please contact her to provide your statement. She can be reached atIn the meantime, we have offered to pay for the kitchen ceiling drywall access cutmade by the [redacted] technician, as part of the inspection and diagnosis process. We willforward this payment to you under separate cover.In closing, we respectfully disagree with your various critiques surrounding our handling of yourreported claim. In fact, we have gone to great lengths to provide superior customer service whileconducting a thorough and accurate investigation. Present evidence leads us to advise you of thehomeowner's policy exclusionary language mentioned above, and we encourage you to mitigate yourdamages at this time. Please continue to cooperate with our investigation by providing your statementto Ms. [redacted], so we can reach a final conclusion in this matter. In the meantime, by copy of thisletter, I'm informing the San Diego Revdex.com and the California Department of Insurance of our positionthat while we have handled this matter in an appropriate manner we are attempting to conclude ourinvestigation and provide you with a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Feb 23rd 2015

H. [redacted]

Claims Manager

Wawanesa Insurance Company

Thank you for your reply of my concerns and complaint and it

appears as if you are still far from all the facts in relation to this claim.

My first and foremost concern is the way this claim has been

handled. I would agree with the fact that you attempted and to some degree have

gone the extra mile to get to the bottom of the leak and its cause. I

respectfully disagree with your notion of attempting to provide superior

customer service. You failed to provide the service deserved by a customer by

prolonging your decision on the claim when it appears very clear from your

letter that such determination was made on or about Dec.4th 2014 but

yet the insurance company never informed me of such decision in writing. I

further like to bring to your attention some facts that may have been kept from

or you may not have been fully informed.

1. 1. You state in your letter that the insurance

company offered to inspect the damages and secure my statement. I have already said that your field adjuster

Mr. [redacted] made contact with me but he was unable to set a time that

can work. How is it determined that I declined to show the property or to give

him a statement when we could not set a time that would work for the two of us.

He was more interested in taking my statement over the phone as he appeared to

have already made a decision of the damages based on the feedback from the

adjuster. He wanted to conclude his determination without ever stepping foot in

the property. To that fact I stated that

if you guys have already made a determination than put it in writing and mail

it to me. Is this considered as withdrawing my claim? And by your own

admission, you are stating that I was expecting a denial letter from you. And

yet in the very next line you are stating because of that assumption, you

single handedly without any consultation or approval from my side, decided that

I was withdrawing my application?? Does that even make

sense? In fact as mentioned above I simply stated that “if” you had already

preconceived your determination by default to deny my application, then I would

like that in writing.

2. 2.You next heard from me on Dec 2nd after

I received a letter from the insurance company that the claim is being closed

because I wanted to withdraw the claim. Once again a determination made by your

adjuster Miss [redacted] whom I didn’t speak to about the inability of Mr.

[redacted]’s schedule and his inability to come out to the property for an

inspection. Certainly something Mr. [redacted] and Miss [redacted] must have discussed

and decided to mail the letter stating that I wanted to withdraw the claim.

This is when I spoke to Miss [redacted] – Miss [redacted]’s supervisor who suggested to

get a second opinion and offered an inspection from [redacted].

3. 3. You state that you informed me of the finding

from [redacted] on Dec.4th 2014 and have been waiting for my

statement. The fact of the matter is that I only heard from Miss Janice [redacted] when she was trying to set up a

time to come out to inspect the property, which she did, and I have not heard

from her since. Not by mail, phone call or email. I would love to be able to

see some kind of evidence on her attempts to contact me.

4. 4. As you stated in your letter that on Dec.4th

2014, it was further confirmed by the insurance company that the leak has been

happening for over 30 days from the date of loss reported, then why did the

adjuster keep sending me letters stating the claim is being investigated and

more time is needed to determine if the claims for the damages should be

accepted or denied. Not to mention I made several attempts to contact the

adjuster to get updates and never received a return call, until I filed the

complaint with Revdex.com and Insurance Commissioner. Miss [redacted] called and left a

message for me on Friday Feb. 6 2015 stating that she has finally JUST received

the final report from Miss Janice [redacted] approximately over 2 months after her

inspecting the property. Is this considered normal turn around time for a field

adjuster to submit to the adjuster? Do you still think that Miss [redacted] or

Wawanesa Insurance Company made an honest effort in providing me superior

Customer Service? Or handled this claim by the way which it should have been handled.

5. 5. You state that you offered to pay for the

kitchen ceiling drywall access cut. Are you stating that I declined that

payment? To this date I have not received payment for the repairs nor a

complete written estimate,(which by the way is your responsibility and my right

to get) something Insurance Company promised to pay, as you wanted access to

get to the root of the problem.

I am sure the law requires an insurance company to determine

their position in relation to a claim filed within a reasonable time and inform

the policy holder of their finding in writing and close the claim and make

payments for the repairs for the damage they caused (hole in the ceiling). I

know that it’s my right not to offer a

recorded statement if I don’t feel comfortable. However I never declined to

give a statement, but was never given the opportunity to do so, except when I

spoke to Mr. [redacted]. I spoke to

him in the beginning of the claim. I understand that the insurance company has

many claims to handle at any given time, but to linger a claim by simply sending

out a letter to the policy holder that more time is needed to finish the

investigation for three months (when it has been determined on or about Dec.4th

2014 according to your letter) seems very clear to me that the adjuster wanted

to make me suffer for as long as she could.

It is obvious that

Miss [redacted] has the time and resources to reach out the policyholder only when

she absolutely has to, as she proved by calling me after I filed the complaint

with Revdex.com and Insurance Commissioner.

At this time I am waiting for the Insurance Commissioner to

determine if in fact Wawanesa Insurance Company acted within the scope of the

law and getting additional help in determining if the claim was handled

properly by the insurance company. So much time has been wasted by the

insurance company in closing this claim, that at this time I am asking the

insurance company to pay for the repairs from the leak and to close the hole in

my ceiling made by [redacted] at the request of the insurance company.

Thank you for your consideration as I look forward to better

days of customer service to an ordinary individual who had to suffer because

someone decided to use the power given to them and knows how to work the system

and get away with it.

Regards,

cc: [redacted]Senior Insurance Complaince Officer

Review: I have been working with Wawanesa Insurance for the past 5 weeks and during that time I was lead to believe that the RV in question was covered under my policy. I made myself available for any and all requests from the company, which included taking off work to meet with the adjuster at my property so they could inspect the RV. During this entire process I was lead to believe that the Rv was covered under my policy that I have been paying for. Due to the damage of said RV I purchased another unit and had the opportunity to trade in the damaged RV, but based on the information I received from the insurance company I was told that due to the extensive damage they would end up totaling out the unit and then it would belong to them. Based on that information I did not trade in the unit. I was notified today that they would not be covering the unit based on the fact that I cannot pinpoint the exact time that the unit was damaged. I can supply and approximate time period but they claim that is unacceptable and will not cover the unit. Wawanesa has not not only failed to honor the contract I have with the for the insurance on my Rv, but by delaying so long I now do not have the option to trade in the unit and have to find some way to remove it from my property.Desired Settlement: To uphold my policy and cover my RV that I have been paying on.

Business

Response:

To Whom It May Concern:

After review of the file, we determined that the above loss was not covered as it was not the

result of a single and independent comprehensive peril. By Mr. [redacted]'s own admission, he cannot

point out a single and independent event. Instead, he is only able to "supply and (sic) approximate

time period."

The nature of damages discovered by our appraiser indicate that the damage to Mr. [redacted]'s camper

unit were the result of long term exposure to the elements and moisture. This is considered wear

and tear which is damage specifically excluded for coverage under our policy. The nature of damages

and lack of evidence to support a sudden, accidental event left us with no option but to deny

coverage.

Included with this letter, please find a copy of our recent correspondence to our insured outlining

the reasons for our inability to cover his claim for damages.

Sincerely,

Wawanesa General Insurance

Claims Supervisor- Material Damage

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I do dispute the resolution that Wawanesa made regarding the coverage of my trailer, I also find fault in how the claim was handled by the company. I was originally informed by the claims adjuster [redacted] that the claim would be covered and from that point forward I complied with the requests from Wawanesa. I had to take a partial day off work so their claims person could come to my house and examine the unit. I was also required to take the unit to a local trailer repair facility to get an estimate on the cost of repairs. Both of these actions on my part required time and expense to which I have not been offered any type of compensation. I informed [redacted] upon our initial consultation that I did not have am exact date of when the damage occurred, only that it was fine in the summer of 2012 as I had used the unit and at that time there was no leak. I also explained that this is a seasonal activity and since I was unable to go camping in the summer of 2013 I did not find the issue until late in the winter of 2013 when the weather turned nice and I planned a trip.

Review: I have been calling for 4 days with hold times up to 30-40mins to speak to a representative about my claim. What's the point of having insurance with you if I can't even speak to someone when I have a question? The worst customer service I have ever seen.Desired Settlement: Close my policy and I will get insurance with someone else

Business

Response:

As we discussed in our telephone conversation of March 19, 2015, we are in receipt of correspondence from theSan Diego Revdex.com dated March 17, 2015, regarding your complaint.I extend my sincere apologies for not providing you with the standard of service that Wawanesa General InsuranceCompany is known for. We understand your time is important and it was not our intent to inconvenience you.Over the last few months, the incoming call volume to our Customer Service Department has increased by 20%.This increase was unexpected. Please know that we are actively working on solutions to address this increase incalls and improve our customer experience.I was very sorry to learn you had chosen to seek insurance with another company. Should you reconsider and wishto continue your policy with us, please know we are taking immediate action in order to improve service for ourpolicyholders. We are in the process of hiring additional service representatives and are launching an upgradedprocessing system. We have introduced a mobile application allowing policyholders the convenience of reportingnew claims via their mobile devices. Very shortly, this mobile application will also provide electronic proof ofinsurance and policy details.Again, I am very sorry for the long hold times you experienced when calling us. If I can be of assistance in thefuture, please do not hesitate to contact me.Sincerely,WAWANESA GENERAL INSURANCE COMPANY[redacted]Claims Manager

Review: Was involved in a car accident and Insurance is asking that I pay my deductible even though I was not at fault (rear ended) and the other party has insurance! Their customer service is terrible and I cant even get a date as to when my vehicle will be repaired. I need my car for work.Desired Settlement: I want my car fixed which is why I pay insurance for without having to pay my deductible. The accident was not my fault.

Business

Response:

Dear Mr. [redacted]:We are in receipt of your complaint from the San Diego Revdex.com. In response, Ireviewed the claim file.We inspected your 2006 Honda Civic on April 2, 2015, and estimated the damages to be$2,323.68. We issued a Collision payment of $1,823.67 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 loss. However,they are in the process of confirming the facts of the accident with their policyholder in order todetermine their position on liability. We 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 so.We will continue to follow up with Alliance United Insurance for status on their investigationand possible recovery of your Collision deductible. We apologize for any inconvenience thismatter has caused you. However, 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 success.Please feel free to contact me should you have any questions. I can be reached at (858)522-7909. My office hours are Monday through Friday, 7:30am to 4:00pm.Sincerely,WAWANESA GENERAL INSURANCE COMPANY

Review: I received "NOTICE OF INTENT TO SUSPEND" letters (two vehicles) from DMV saying I have no insurance and they're going to cancel the registrations. I called Wawanesa and first they told me my coverage was canceled due to lack of payment. I then told them the day I paid and I also brought to their attention a refund I received from them for my payment, and asked why did they refund me to tell me I did not pay. That check I received did not contain any explanation of the nature of the refund, it was just a sheet with bunch of bank information and the check itself. I honestly thought maybe I had automatic payment and because I paid online one of them was being refund. I placed my confidence in Wawanesa that if they were to send a check they knew what they were doing and there was a good reason for it, and I was at no risk of losing my coverage. I then received a letter with the vehicle identification card valid from 6/24/2015 thru 6/24/2015. When I received those cards I felt confident I must have paid twice and the refund was no mistake. I was explained by Wawanesa that because I made my payment in full before they were ready for it they just went ahead an issue refund for my early payment. I told them fine. If their systems are not made for early payments at least send an explanation with the check saying so and to be warned that if the payment is not made until after the systems are ready once is at risk of losing coverage. Also a letter of cancellation would be nice. Wawanesa said allegedly a letter of cancellation was sent and because there was no mail returned they assumed it was deliver. I asked when was the letter sent they did not have answer and said they would need to speak to other department. I told them maybe they did not get letter back because that letter was never sent out.Desired Settlement: My desire outcome is for them to put me back at the old rate. Fine there were big misunderstandings here but look at the history of your customers. Because now I'm considered a "new" customer I'm now being quoted $1050 vs $908 I had originally, same coverage. Very disappointed that after all these years of good relations with Wawanesa they will just abandon one of their customers like that. To me this is just a way to have the dues increased on their customers.

Business

Response:

This letter is in response to your complaint to the Revdex.com regarding the loss of the above

reference policy number. I have read your complaint and reviewed the transactions that took place

starting with the posting of your payment for $908.00 to the above referenced policy on May 1, 2014.

As we discussed today by telephone, we will honor the Persistency Discount and apply the discount to

your new policy [redacted] which is effective September 4, 2014.

I did, however, want to provide you with a timeline of the events as well as copies of documents you

may not have received.

You had a policy in force with the policy period June 24, 2013 to June 24, 2014. You paid the policy in

full June 2013. The payment posted on May 1, 2014, was almost two months before the policy would

expire. The policy term to be effect June 24, 2014 had not even been created yet. The payment of

$908.00, as noted, was applied on May 1 to the policy term in force, on which no payment was due, so a

refund in the same amount was generated and mailed to you May 19, 2014. This refund was processed

by your bank on May 23, 2014.

The renewal process for the policy was initiated on May 30, 2014, by mailing to you an" Offer to Renew"

for the policy term effective June 24, 2014.

On June 30, 2014, we mailed to you a "Final Termination Notice" because a payment to renew the policy

had not been received.

We did not hear from you regarding this matter until August 27, 2014. By that time, the policy had been

cancelled for almost two months.

Our Persistency Discount does not apply to applicants who are not currently insured. Unfortunately,

this was your current status when you contacted us.

As noted above, we will agree to apply the Persistency Discount.

The policy and refund will follow shortly.

Sincerely,

Customer Service Manager

Review: On 7/10/2015, approximately 6:30am, I discovered a couple metal spring screws on the street, which belonged to my Wawanesa-inusred vehicle, 2004 Honda CR-V. I got in the vehicle, turned the engine on and a loud noise erupted. I drove to my local gas station/repair shop. I have bee their customer for over 25 years. I waited until 8am for the shop to open. Once [redacted], shop owner, arrived, he looked under my vehicle and discovered the catalytic converter had been stolen. He further discovered two sensors were also stolen. Meanwhile, it took me 20 minutes to get through the right person at Wawanesa. My adjuster, [redacted], was courteous and explained the claim process to me. He provided claim number [redacted] and it would take three days for the inspection to be performed. I had to obtain my own rental to get to work. Meanwhile, my vehicle remained in storage with [redacted]. On 7/15/2015 I contacted [redacted], Inspector, and asked what time he would perform the inspection. He was rude and did not sound reassuring at all when he explained he would do the inspection 7/16/2015. Once again, I asked what time and he stated he had no idea because he had other places to visit (attitude issues, perhaps). My vehicle has now been at the shop for eight days and counting. The inspection was done but has not been submitted to [redacted], and was further told not to start anything or he would not be paid. That evening I went to the [redacted], and filed a police report, assisted by Deputy [redacted]Desired Settlement: I have been without a vehicle over 8 days. Even after the inspection estimate is submitted, parts need to be ordered and that will entail more waiting. I would like to have a rental provided at no fee, DESPITE the fact my insurance does not cover rentals. The reason I feel I deserve the free rental is because it is taking too long to have my vehicle repaired and Inspector [redacted] has been less than professional. I will await your response. Regards, [redacted], Customer over 25 years

Business

Response:

We are in receipt of your inquiry based on a Revdex.com complaint submitted to us via email on8/3/2015. Our office registered your inquiry 08/03/2015.In this complaint, you raised a few issues surrounding the handling of your claim around thedates of 7/10/2015 to 7/17/2015. In particular, your concerns surrounded the completion of yourappraisal for damages related to this covered loss as well as the service received from our staff.Please be aware that Wawanesa completed the necessary appraisal of damages on 7/17/2015and issued full payment for settlement of this claim on 07/17/2015. Since that date, we haveissued two additional supplemental payments for previously unknown costs.To our knowledge, and as of this date 8/12/2015, Wawanesa has resolved all known physicaldamage matters to your satisfaction and advised your repair facility on the proper process forsubmitting claims for additional damage. Additionally, we have addressed the service issuesreferenced in the complaint directly with you. It is our understanding that these matters are nowresolved based on all known information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been with Wawanesa since 2004. My previous policy was under my brother's name so April of this year I decided to open a new policy under my name because my brother no longer own or operate a vehicle. At the time when I was dealing with the insurance agent in their office, she asked me if I wanted to exclude my brother as a driver and I had said yes. She did not inform me in anyway that she was going be sending me a letter that required a signature from me regarding that. According to Wananesa, they have sent me 2 letters of "exclusion driver" letter of which I have no receive. I continue to make my payments every month and they took my payments. The last payment I made was on July 23rd. On July 26 I got into an accident. I called Wawanesa to report a claim and they told me that my policy has been canceled because I failed to returned the driver exclusion form. I was not aware of the cancelation until the day of my accident nor did I received the two letters that they sent me. They cannot prove that I have received those letters but still assumed that I did and cancel my policy without probably notifying me. Now they are not willing to cover my accident due for that reason. This is a bad faith insurance company. I have always paid my premiums and have never gotten an accident until now and they are turning me away the one time I needed them to help me. My car is pretty damaged and I could use their service. Please help me resolve this.Desired Settlement: I would really like for Wawanesa to reinstate my policy and cover my damages from my accident.

Business

Response:

BETTER BUISINESS BUREAU

5050 MURPHY CANYON

SAN DIEGO CA 92123

Re: Complaint ID: [redacted]

Insured: [redacted] N. [redacted]

Policy Number: FA [redacted]

Dear Mr. [redacted]:

We have received and reviewed the complaint filed with your organization by our Named

Insured, Ms. [redacted].

We have responded to Ms. [redacted] explaining the handling of her policy. A copy of the

letter mailed to her is enclosed for your reference.

Based on the information explained in the letter to Ms. [redacted], I ask that this complaint

be classified as invalid. If you need further assistance regarding this matter, please feel

free to contact me.

Sincerely,

[redacted], MBA, AINS

Underwriting Manager

Wawanesa General Insurance Company

###-###-#### Ext [redacted]

Enclosure

Re: Policy Number: FA [redacted]

Dear Ms. [redacted]:

This letter is written in response to your complaint filed with the Revdex.com.

Your new business policy referenced above was effective with our company on April 20,

2013. Prior to the issuance of this policy, you were listed as an insured driver on another

policy that was cancelled per the Named Insured’s request.

During the new business processing of your application, you were asked if you wanted to

add or exclude co-resident and relative, [redacted], who reportedly had no vehicle. You

advised the representative to exclude Mr. [redacted]. The application process was

completed; and the policy was issued with an Exclusion of Named Driver endorsement

that you were asked to sign and return for the policy file within 30 days of policy

issuance. The new business declarations page and exclusion form were mailed to your

address: [redacted] (See enclosed).

Upon the underwriter’s follow up review, May 28, 2013, the signed Exclusion of Named

Driver form had not been received. Therefore, a letter and a duplicate exclusion form

were mailed to the policy address requesting you to sign and return as soon as possible to

avoid cancellation of the policy (See enclosed). The signed exclusion form was still not

received and subsequently, on June 12, 2013; the underwriter mailed a cancellation letter

effective July 7,2013. A refund in the amount of $65.00 was also mailed, which was

cashed June 24, 2013 (See enclosed).

All correspondence from our office has been mailed to the policy address you provided

and we have never received any returned mail or other notification that might have

indicated you were not receiving mail from our office.

On July 25, 2013, the Underwriting Department was notified that a payment for $75.00

had been received by the Accounting Department. However, because the required

Exclusion of Named Driver form had not been received, the underwriter did not accept

the payment, and the policy remained cancelled. The Accounting Department was

advised to return the payment to you. When you contacted our office on July 27, 2013,

you were advised the policy cancelled July 7, 2013 due to the fact the signed exclusion

form was never received.

On July 29, 2013, you contacted our Customer Service Department again and were

advised the signed Exclusion of Named Driver form was required to reinstate the policy.

You requested for the form to be emailed to you. The representative emailed the form

shortly after the phone call.

You called back the same day and requested to speak with the underwriter of your policy.

The underwriter had an in-depth conversation with you explaining the reviews of your

policy that led to the cancellation; but finther explained how the policy could be

reinstated. During this phone call, you disclosed you had been involved in an accident

two days prior, July 27, 2013.

Later, the same afternoon, July 29, 2013; you called back and spoke to an Underwriting

Supervisor who reiterated why the policy cancelled and how it could be reinstated. You,

however, terminated the phone call and later brought the signed exclusion form into our

office. A payment was also made on our website using the EZ Pay service. Upon receipt

of the signed form and the payment, your policy was reinstated effective July 30, 2013

(See enclosed).

The loss occurring on July 27, 2013 was reviewed by our Claims Department. A copy of

their correspondence is also enclosed.

We hope you understand that your policy has been handled correctly and according to our

guidelines. We have submitted a copy of this letter to the Revdex.com in

response to the complaint explaining our position- If you have further questions, please

feel free to contact me.

Sincerely,

[redacted], MBA, AINS

Underwriting Manager

Wawanesa General Insurance Company

###-###-#### Ext [redacted]

Enclosures

Cc: [redacted]

Revdex.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: We discovered water leaking from upstairs bathroom through ceiling to downstairs living room. We immediately called a plumber to check the leak and were told it was more substantial and to contact our homeowners insurance. Wawanesa sent two different inspectors over the course of a month and ultimately declared that the leak was long-term (unknown to us) and denied the claim. We notified Wawanesa immediately and have not used the shower since the date of discovery.Desired Settlement: Wawanesa to cover the claim and honor their obligation.

Business

Response:

Review: So, called Wawanesa. Got a quote issued through email. Filled it out... everything looked great!

Filled out the check to make the first payment and mailed it in.

Fast forward to two weeks later...

I check my chase account online to find that Wawanesa has cashed the check. "Great!" Still hadn't received the cards for the insurance from them, but I knew that we were covered so I didn't sweat it.

FAST FORWARD to today (when my wife called Wawanesa agent). I "knew" we were insured but figured I better call just to double check.

"Looks like your husband had his license reissued in 2012 (it expired while we were abroad) and we have a policy that you have to wait three years from the reissue date to have insurance from us."

Me: "Uh, yeah... but you cashed our check? Wasn't he insured during the last couple weeks?"

Them: "Errrr, no. It's our policy to cash checks when we receive them whether or not you qualify (???). We just sent you a check back with a credit that you can deposit into your account. Have a great day!"

Ok, REALLY?? DRIVING TWO... no THREE WEEKS WITHOUT insurance thanks to you guys. Pretty sure this isn't legal what you guys just did. And if it is legal, that's even more alarming.

My issue is not with Wawanesa's service. My issue isn't with the fact that they denied coverage based upon a policy of theirs (no hard feelings). My issue is THAT THEY DIDN'T TELL ME AT ALL that they decided not to cover me!!!! They even cashed my check! They didn't even send me an email or call me on the phone to let me know they were "sending me my money back" in the form of another check to cash.Desired Settlement: What if I had gotten into an accident? I'd probably be in jail, or in the hole for 20, 30, or even 40 thousand dollars even if it wasn't an "at fault" accident on my part. I'm very disappointed with Wawanesa.

A standard "we're sorry" doesn't cut it. You need to do something about your existing policies to ensure this doesn't happen to other customers.

Business

Response:

This letter is written in response to the complaint filed by Mr. [redacted] with

the Revdex.com.

Wawanesa received Mr. [redacted]'s application for automobile insurance that included a down

payment check in the amount of$141.20 on January 13,2014. According to Wawanesa's binder

provisions as stated on page 4 of the application that Mr. [redacted] signed, it states, "lf you do

not presently carry automobile liability insurance, the insurance will not be effective until

approved the company. Depositing your payment into our bank account, while we review

your application, does not constitute approval of your application by this company." Because Mr.

[redacted] did not presently carry automobile liability insurance at the time of application, no

binder coverage was afforded.

Wawanesa processed Mr. [redacted]'s application for automobile insurance in a timely fashion,

communicated to him in writing of his ineligibility and mailed his refund check in the amount

of$141.20 on January 21,2014. Wawanesa was closed the weekend of January

18th through January 20th in observance of the Martin Luther King Jr. holiday.

Based on the above, we ask that this complaint be classified as invalid. If I can be of further

assistance, please feel free to contact me.

I've had my worst ever car insurance dealing with this horrible company run by liars and scammers. Revdex.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 company. Be careful. Be cautious. I would not recommend them to my enemies even, that's how despicable I think they are.

Review: It has been three weeks since I started to call WAWANESA; sometimes daily. Once I even waited 45 minutes, and each time, regardless of which extension I was given, I had to wait at least 20 minutes, to no avail--no one ever answers the phone. (1-800-640-2920) I once talked with [redacted] on a brief callback from them, who told me he would get back to me about reworking the terms of my policy and never did--this is after I had waited 45 minutes. I must talk with someone in person because I am now retired and no longer driving 54 miles/day to/from work. This is why I'm contacting your office, and the Revdex.com to tell them about this and about how deplorable their treatment is of clients because of WHOM they all have a job. I have never been late on a payment. This is the worst service of any company, that I recall. Today, I waited AGAIN over 23 minutes, and yesterday while I was at the market a rep Rodrigo called, and was unintelligible on the phone; someone else [redacted]? called 20 minutes later and also blurred his information so fast that it could not be understood. They have included in their automatic phone message that they know your time is valuable and they're sorry you have been waiting so long; but rest assured, they say, they're doing everything they can do fix this. This is not true--it is the way they do business, only I did not know it because I've not need service to my policy in years.Desired Settlement: I ask that a person call me and leave me a number where I can reach a live person in order to complete my business, and adjust my policy. I hope you can help me and the many other customers who are not getting services over the phone, that are likely experiencing the same situation.

Business

Response:

I had left a message for our insured on Friday regarding this matter and had the opportunity to speakwith her today. She had already been helped and had received the change to her policy which reducedher premium.I explained that between our policy rate increase and the implementation of a new processing system,we were receiving an unprecedented increase in phone volumes. I apologized that we have not beenproviding the type of service our policyholders are used to and deserve. I assured her that as a companywe are committed to getting back on track. And that recently, we had moved 14 agents from our SalesDepartment who had prior experience in servicing our existing policyholders. As well, we just started atraining class on August 10 with 24 new hires.I gave our insured my direct extension if she had any further questions.Enclosed is a copy of our Call Tracking Report. While our insured did experience many delays whentrying to reach us, please note that we also made attempts to reach her.This matter has been resolved. We sincerely apologize for not being able to provide and meet expectedcustomer service.Sincerely,[redacted]Customer Service Manager

Review: I have been a Wawanesa customer for three years and have had a multicarpolicy with no accidents or claims in that time frame. Recently, when we called to inquire if we could receive a discount for having both vehicles garaged and gated, we were informed that Wawanesa does not provide such a discount. This was June 5, 2013. When we received another bill dated June 15 (after our payment had already been received on June 11), we called to say that our last payment for the year should now be complete. The customer service rep then informed us that we would now be getting an additional bill for July for $197 due to the fact that we had moved to a "high accident area." When we mentioned that we had not changed out billing address (which remained the same) and had not had any accidents since we had moved but only were inquiring about a potential discount, we were told that the total premium for the year we had paid in the amount of $1678.20 was indeed being increased since we had moved a distance of 9.4 miles. It did not matter that the cars were in a safer, more secure area and that the total commute was now less for both cars. We have never heard of an insurance company that penalizes good drivers with increased premiums soley for a change of address that we never even made official. This only shows underhanded business policy for milking more from reliable drivers and that three years as a customer means nothing to Wawanesa. We have yet to receive the notice of $197 increase in writing and we are also angry that the Rep. on June 5th did not alert us to the increase either.Desired Settlement: We will be canceling our Wawanese insurance effective July 2013 and want a full refund for pre-paid months remaining on your insurance policy.

Business

Response:

June 28, 2013

Review: My husband and I joined the company upon the purchase of a new vehicle and we paid the first 3 months and after that we had set up automatic billing or monthly statements (dont remember which). Then my husband got a letter just last month stating that he hasnt paid any of the other two months. We never got an alert saying that we missed a payment. Then my husband called them back and paid the bill of 220 or 300 dollars. Then today he gets another notice in the mail saying that we were being canceled from the insurance due to non payment. My husband explained to the lady that when he callef last month, that the lady had taken the payment already. The lady then told my husband that the payment never went through and that he now owes five hundred and some dollars. The lady wasnt being very helpful and all she kept saying was " just make the payment". In my opinion this is poor customer service. How do you promise your customer to have the comfort of monthly payments when in reality you arent being billed, then your monthly charge is adding up month after month without warning the customer and at the end have your customer pay a high fee.Desired Settlement: We would like to receive statements or notifications of some sort when a monthly payment isnt paid so that we can do our part and get it taken care of before it keeps on piling up. Also, an apology from both the lady who failed to submit the payment and the lady who was unhelpful and rude to my husband.

Business

Response:

Dear Ms. [redacted]:

I am in receipt of your complaint to the Revdex.com regarding the billing of the above

referenced automobile policy.

Enclosed you will find a copy of your Automobile Insurance Application (#1). The total premium, for

your policy effective March 25, 2014, was $1468.00. You selected the 9-pay plan. Based on that

payment plan, 20% of the total premium was due to start the policy; you would then be billed 10% of

the total the 1st through 8th months after the policy started. There is a $4.00 service charge for each

payment. I have highlighted this section of the application.

Also enclosed is a copy of your Auto Policy New Declaration (#2). That declaration confirms receipt of

$300.00 and the subsequent payments to be billed. As you can see, your payments were scheduled

April through November.

In May, a Notice of Cancellation (#3) was mailed to you because of non-payment of premium. That was

for the April and-May payments. We received $300.00 via an online payment on June 13,2014. We

mailed you a confirmation (#4) that payment was received and your new payment schedule.

In August, another Notice of Cancellation (#5) was mailed. This was for the June and July payments. We

received $148.00, the amount billed on notice (#4), on September 8. This only took care of your June

outstanding payment.

We mailed you confirmation (#6) that payment was received and your new payment schedule.

In October, a Notice of Cancellation (#7) was mailed. This was for July, August, and September. I can

confirm that an online payment of $540.00 was submitted November 4 (#8).

You stated in your complaint that you had not received any reminder notices that a payment was due.

However, you did receive the notices of pending cancellation and the declarations confirming payment

had been received and the new payment schedule. I can see that the reminder notices were generated

and it is curious that you did not receive them. We have no record of any returned mail.

You stated in your complaint, and you told one of our Customer Service Representatives, that your

husband had made a payment over the phone. As our Representative advised, we have never taken any

payments over the phone. You can make a payment online via our website, but not by phone.

I am uncertain where the confusion has come from regarding your payment schedule. The terms of the

9-pay plan were clearly stated on you application for insurance. And why you haven't received payment

reminder notices yet you have other correspondence sent from us.

I hope this information has clarified the issues you raised to the Revdex.com. If you have any

further questions, please do not hesitate in contacting me directly.

Sincerely,

[redacted], Customer Service Manager

Review: Wawanesa is extremely difficult, if not impossible to reach. I have tried the numbers available, as well as their website contact, which does not provide an email or chat option.

I am a paying customer trying to modify my policy and I'm EXTREMELY concerned about being pulled over without the correct insurance card, or worse yet, getting into an accident and being unable to file a claim and have my vehicle properly covered.Desired Settlement: Please hire more people! Obviously, it is needed. I expect to be contacted by management.

Business

Response:

This letter is in response to the inquiry made by our insured regarding his inability to contact ourCustomer Service Department. A copy of my response is enclosed.We are currently experiencing, on a monthly average, an increase of calls to our Customer Servicequeue of approximately 25%. That combined with training and implementation of a new processingsystem has hindered our ability to provide the type of service our policyholders are used to receiving.We are actively working on solutions to improve service. We have recently just had 10 new CSRcomplete training and start taking live calls this week. We will continue with the hiring process. Ourtraining program takes a minimum of 6 weeks to complete. Finding qualified applicants has beenchallenging with the improvement in the unemployment rate. Our employees are working extra hours;supervisors and managers are taking calls; departments with employees who previously had experiencein our call center are offering help; and we have worked with our IS Department to extend systemsoperations.As you can see in our response, our sincere apologies have been extended to Mr. [redacted]. I have providedhim with my direct contact information.If I you have any additional questions or if I can be of any service, please do not hesitate to contact me.Sincerely[redacted]Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Wawanesa Auto Insurance representatives told me on the phone (numerous times) that Wawanesa only uses OEM parts for repairs. In truth, the claims department will not pay for OEM parts. Whether it's in the small print of the policy or not, it's egregiously dishonest to sell a product stating a promise, and then claim "we don't know who would say that," "we never pay for that," etc. The claims adjuster supervisor I spoke with today ([redacted]) said that I should have received a big book with all of the exclusions. She stated that as a lessee of a luxury vehicle, I should understand that I would be liable for any costs above regular after-market parts. I have been with Wawanesa for many years. When I switched from a regular ownership policy to leasing a luxury vehicle, they did not resend a booklet so I could see any exclusions. I had a windshield replaced in 9/2014, and the claims adjustor (Suzy) would not pay for OEM parts. It is a leased Mercedes Benz, and of course, it has to be returned with only OEM parts. So I was out of the cash from my pocket (Wawanesa paid $76 of the claim, my deductible was $500, I paid appx. $250 more for the OEM windshield). Last night, I called Wawanesa to add a new car; I called again this morning to confirm, and both the agent last night (Michael) and the agent today ([redacted] assured me that the insurance for my new BMW leased vehicle covered all OEM parts. They both stated Wawanesa only uses OEM parts. So the sales agents are selling something they don't actually have to offer. I just spoke with May (supervisor) who stated that the language in the insurance booklet states that they cannot pay for any part that would cause "betterment" of the vehicle. That sounds like a room full of lawyers wrote that one. The moment you drive a car off the lot, any repair made with original parts could be considered a "betterment," since the car value went down immediately after drive-off.Desired Settlement: Change the lease insurance agreement. If you agree to insure a leased vehicle, you should also agree to return the vehicle the way the lessor demands it's return. Anything else seems at the least unfair, and approaches fraud when you sell insurance claiming to offer something else.

Business

Response:

January 7, 2014 [redacted] RE: Our Insured: [redacted] Date of Loss: September 15, 2014 ClaimNo.: [redacted] Review: [redacted] Mr. [redacted]: We are in receipt of an inquiry from theRevdex.com based on a complaint you submitted to their office on01/05/2015. In your complaint, you raised a few issuesthat appear to be based on your misunderstanding of the insurance policy. First, the Wawanesa Automobile Policy covers: LIMITOF LIABILITYA. Our limit of liability for any loss will be the lesser ofthe:2. Amount necessary to repair or replace theproperty with other property of like kind and quality, minus the deductible. Inaccordance with the policy contract, we obtained a confirmed price of $576.00from a local glass company to replace the damaged glass on your vehicle. This price was based on a like kind andquality part. In this situation, thatpart was a non-OEM replacement part. Secondand unfortunately, we believe you may be misunderstanding our customer servicerepresentatives when you quote them as stating, “…Wawanesa only uses OEMparts.” With certain types of partsthat statement may be true (ex: metal crash parts) based on a number of factors(vehicle age, availability of parts, etc). With other types of parts we may use industry available like kind andquality replacement parts (including glass). Again, this issue is covered in your Automobile Policy per the LIMIT OFLIABILITY stated above. Finally,you indicated to the Bureau that your “Desired Settlement” would be to, “Changethe lease insurance agreement”. As youmay be aware this request cannot be met. Our insurance policy and operations are regulated by the State ofCalifornia Department of Insurance. Ourpolicy was submitted to and approved for use by the State of CaliforniaDepartment of Insurance in accordance with all applicable law andregulations. Furthermore, our policyfollows generally accepted industry, market, and ISO guidelines. We regret that you had this experience andread or learned of your applicable insurance coverage for the first time aftera loss was incurred. You have beenprovided with a copy of your policy contract in the past as well as allapplicable policy renewal documentation. Nofurther coverage of payment for this loss will be offered at this time. If you have additional information that maychange the facts or value of the loss, please contact your adjuster, as weremain open to reviewing such information. Sincerely, WawanesaGeneral Insurance Company [redacted]ClaimsManager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not ask Wawanesa to change MY policy. I ask them to change THEIR policy for all future leases. They state that they cannot, because they are regulated. I am currently purchasing new insurance that is also regulated by the state and it DOES cover my lease and official OEM Parts. It seems that Wawanesa doesn't know that they can become a better company.

I have been with Wawanesa for less than a year and I was totally happy with them until they just sent me my renewal rate. It went up $300 with no ticket or accident!! Operator blamed it on a Oregon restructuring. BS!!

Review: I have HAD IT , HAD IT! WITH WAWANESA INSURANCE on their phone call cue!!! They never answer their phone calls and I have been trying to make a change on my auto insurance policy since Friday , January 30th, to call in and make a change to my policy , but I'm on the CUE FOR MORE THAN, 10 MINUTES, 20 MINUTES, and EVEN 30 MINUTES ON **ONE CALL** I tried, Friday Jan 30, also ON SATURDAY JAN 31st!!! and Monday FEB 2nd!!

I have called about 10 times, every single time , [redacted] I CANNOT GET THRU TO A LIVE OPERATOR TO MAKE A CHANGE TO MY POLICY [redacted] . Every time I get put on the cue, and nobody ever picks up. so either something is wrong with this business, or some boss needs to hire more people, you cannot run a service / insurance company like this!!!!

Revdex.com needs to look into this, I have evidence (SCREENSHOTS FROM MY IPHONE) showing the excessive hold times I have been subjected to since January 30th

NOBODY PICKS UP THE PHONE AT WAWANESA, NOBODY, TRY IT FOR YOURSELF, 1-800-640-2920 , option * , then option *Desired Settlement: TERRIBLE! TELL THE BOSS TO HIRE MORE PEOPLE OR SOMEOTHING HAS TO BE DONE TO BE RELIVE THIS 30 MINUTE HOLD TIME !!! THIS IS AN INSURANCE COMPANY FOR GODS SAKE. THIS IS AMERICA! THIS ISNT AN ISLAND WITH 3 PEOPLE ON IT. WHAT KIND OF PROFESSIONAL BOSS THINKS ITS OK TO HAVE A WAIT TIME OF 30+ MINUTES IF WAWANESA CANT HANDLE THEIR CALL VOLUME PROPERLY THEY SHOULDNT BE IN BUSINESS.

NOBODY PICKS UP THE PHONE. FINALLY GOT THROUGH !!! ON TUES, FEB 3, AFTER A 21:00 MINUTE HOLD TIME. so either this company is on a downward spiral or its got a horrible boss, cancel my policy and make sure that the CEO or COO gets this letter. you just lost an 8 year long customer because of this not answering & huge delays on the cue inbound phone calls issue. thanks & regards, - [redacted]

Business

Response:

February 9, 2015The Revdex.comAttention: Ms. [redacted]4747 Viewridge Avenue, Suite 200San Diego, CA 92123RE: Complaint ID Number: [redacted]Dear Ms. [redacted]:Enclosed is our response to the above referenced complaint number.As explained to our insured, we are experiencing a very unexpected 17% increase in phone volume toour call center. We are doing everything we possibly can do at this time to address our service levels.I have placed several calls to our insured hoping to speak with him directly about his concerns. I havehad no reply.Our insured did speak with a representative on February 3 rd to change vehicles. That change was placedon hold per his request pending his approval.In seeing that this complaint was made after he spoke with us and his desired settlement is to cancel hispolicy, we will do as he has requested and cancel his policy.As explained to our policyholder, we are actively interviewing, hiring, and training new Customer ServiceRepresentatives. Regrettably, this process does not happen overnight. Call Center Leaders have beeninstructed to assist serving the Customer Service queue during this time.We sincerely apologize for not being able to provide and meet expected customer service.Sincerely,[redacted] _Vice President, U.S. OperationsWawanesa General Insurance Company[redacted]