Willis Corroon

Can Mr*** provide us with the name of the phone representatives or the telephone number that he called from on 10/13/15, I would be able to locate the calls that he made to State Auto. We record all billing question calls; however we do not document all calls only those that we make changes on. Here are copies of our notes (screen prints included) from 10/12/ *** from *** Agency called State Auto twice regarding this policy, once to update banking information and the second time to change the electronic funds transfer deduction date from the 15th to the 25th. Mr*** called State Auto on 11/16/advising us that he had canceled this policy; however since our records show the policy was still showing as active, we transferred his call to the agency to discuss cancellation. If during this transfer to the agency the call was cut off, I apologize for that. (Please see the response from *** Agency on prior letter as to why the policy had not been cancelled; the agency was waiting for Mr*** to obtain replacement coverage.)Mr*** called a 2nd time on the 16th, and at the beginning of the call he mentioned he was cut off and the representative apologized and advised him that we were experiencing some system technical difficulties. This 2nd phone call was quite long due to our slow system issues Mr*** was requesting State Auto pay for his overdraft fees and our representative advised that State Auto would not reimburse him for bank fees because the policy was still active and no one had advised us to stop the $monthly electronic funds transfer. During the call the representative had discussed transferring him to the agency for cancellation however he wanted to discuss his bank fees so she was going to transfer him to a supervisor here at State Auto. Apparently Mr*** got disconnected during that transfer. Again I apologize for the technical difficulties we were having that day.At this point, the policy remains cancelled effective 11/13/and the agency has mailed a Loss Policy Release to Mr*** to sign and return to them. Please let me know if you or Mr*** has any further questions. Sincerely,Kate B*** *** *** **

It is our understanding that the claims team has been in contact with Mr*** They are currently working to reach a resolution.Thank you

We have received this complaint and have asked the claims team to respond to the claimant directly. Thank you

We will look into this right away and see if there is something we can do to helpState Auto will respond directly to the insured.Thank you- Erin C

Thank you for letting us know of Ms*** concernsI would like to look into this further and ask a member from the billing department to respond directly to Ms***.Thank you,Erin C

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

1/16/- The additional documentation has been forwarded to the claims supervisor for further consideration.January 16, 2015*** ***
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Dear *** ***This is in response to your recent letter to the Revdex.comYour letter did not have any additional information presented that would alter our decision on coverage and the amount of our paymentUnfortunately we cannot make any additional payments under this claim.Neither this letter nor any act by any representative of State Automobile Mutual Insurance Company should be construed to be a waiver of any of the policy terms and conditions; on the contrary, we specifically reserve our right to rely on the policy language, and to deny coverage for any valid reason that may appear.Sincerely,State Automobile Mutual Insurance*** ***LOCAL TELEPHONE NUMBER: ###-###-####LONG DISTANCE: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be
closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: No one ever called
Regards,
*** ***

I had given them my new home address prior to this dayI also un accept that its about payment why I got cancelled the agent showed me a print out of wrecks I had in the past showing the cost and since I had been "late" on the payment would not re instate me but really just because I had claims previously and losing company money SO REALLY this about being partly punished for claims in the past because in all honesty if I wouldn't have had claims they would have re instated meAnd I have the print outs from agent that denied me first time because of wrecks so lets just be honest here. But what is really upsetting is that I could have been in a wreck and had no insurance AND I'm now also penalized for not having insurance for over days because I wasn't properly notified! State Auto took the money so why would I not think I had insurance unless told otherwise!! Really? I'm losing State Auto so much money they cancel me and then cover up with lying saying it all about payments which is not true. If anything State Auto should look at their systems in notification of being cancelled especially if they continue to take your moneyI'm single mother of children on a very limited budget so obviously this effects me in the pocketbook and to be able to provide for my children and it may not mean much to all of you but that being even more penalized for not having insurance does matter here in our livesAnd since I didn't even know till after days then I was penalized before I even startedAnd obviously I'm being penalized by state auto with making claims in the past

Thank youWe will pass this on to the correct claims personel and have them respond directly to the claimant

We have received this complaint and will ask the claims management team to respond directly with the insureds.Thank you!

Thank you for sending this overWe will look into this right away and see if there is something we can do to helpWe will respond to *** ***
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Company has sent me another check for I am confused because this is not the full amountIs this the second half? If so I need the company to resend the first half because I returned it to them with void written on itIf it is not the second half and in fact the same check I need to talk with the supervisor

A copy of the complaint has been forwarded to the appropriate underwriting manager for review and response

Thank you for sending this our wayI will contact our claims team and ask that they respond to Mr*** asap

We have received the folland will forward to the appropriate person to respond direct to the insured
Thanks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint
will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The company needs to contact me here on this sitei have already talked to customer service and he was very rudePlease contact me herethank you
Regards,
*** ***

Thank you for sending us this informationWe will look into this right away and I will ask the claims team to respond directly to Ms***

I am rejecting this response because
Regards,
*** ***

Hello,We have received the attached complaint and will have a member of the claims team respond directly to the claimant. Thank you