Thank you for bringing our policyholder’s complaint to our attention This homeowner’s policy was written in through our agent, [redacted] Our contract with the agency was terminated on 8-31- The policy was non-renewed on the first available date after the agency termination date We mailed a Non-Renewal Notice to the insured on March 31, I spoke to our policyholder to explain why the policy was non-renewed, and told him that a Non-Renewal Notice had been mailed to his home address in MarchI advised he must find an agent to place coverage for him Motorists Insurance has provided a coverage binder from the date of lapse till August 26, to prevent his mortgage company from charging him for a gap in coverage and give him time to find a new agent Sincerely, Lorraine V [redacted] Motorists Insurance Group ###-###-####
This letter will confirm receipt of your complaint filed April 17, regarding a claim filed with our office on March 1, Please allow me to provide a brief timeline of the events to assist you with this matter: Ø 3/1/Claim reported via Website - report of water in garage damaging equipment A detailed voice mail left by Scot D’ [redacted] on our insured’s voice mail to discuss the claimØ 3/3/Verbal contact made with Ms [redacted] Our Resolution Specialist explained coverage and discussed the next steps He then mailed the applicable claims forms to Ms [redacted] Ø 3/3/Ms [redacted] emailed our Resolution Specialist questioning why someone was not coming to her house to check on equipment Scot responded the same day and via telephone call to discuss the concerns and left a voice mail message Ø 3/6/Ms [redacted] called back and advised she was getting the damaged equipment checkedØ 3/16/Scot D’ [redacted] called to follow up on claim and left a voicemail Ø 3/20/Claims forms were received Our Resolution Specialist did not receive documentation if the items could be repaired He emailed Ms [redacted] requesting the additional informationØ 3/21/Ms [redacted] emailed advising she dropped everything off at Home DepotØ 3/24/Scot D’ [redacted] called to follow up on his email request and left voice mail message Ø 3/27/Ms [redacted] faxed over of the estimatesØ 4/5/Ms [redacted] faxed over more of the estimatesØ 4/6/Ms [redacted] sent an e-mail advising that she faxed over two more estimates Ø 4/14/Ms [redacted] faxed over the Toro blower and Ryobi pressure washer invoices These were the missing items previously requestedØ 4/17/Ms [redacted] e-mailed requesting a statusØ 4/17/The final Home Depot Service Certificates received for processingØ 4/17/Claim processed and payment was issued Total claim payment 1,less deductible = 1, While I do understand Ms [redacted] ’s concern with the timeline, we did not have all of the information needed to finalize the claim until April We will also discuss this matter in detail with our Resolution Specialist to ensure that all communication was detailed and all follow-ups were of the highest level of professionalism Should you need any additional information, please do not hesitate to contact meSincerely, Brad J [redacted] Director of Property Claims brad.j***@motoristsgroup.com ###-###-####
We received your letter dated 8/11/regarding the non-renewal of Ms [redacted] s homeowner policy This homeowner policy was non-renewed effective 9/28/because it is an unsupported (monoline) policy with a loss in the past three yearsThis violates the terms and conditions of our underwriting guidelines Additionally, we confirmed that the insured owns a German Shepherd, a breed which is not eligible per our underwriting guidelines On 8/3/2016, the insured spoke with our Customer Service Representative in regards to the non-renewalShe requested a letter stating the reasons for the non-renewal in detailShe also requested a copy of a company notice from 9/2/stating that her deductible was increasing to $1,000, and for the photos that the Claims Adjuster took of the hot water heater The condition of the hot water heater was a concern noted by the adjuster I provided both letters to the CSR on 8/4/via e-mail, and she sent them and the requested photos to the insured via the postal service on that date The insured also requested a refund of unearned premium Since the policy is being non-renewed there is no additional premium to be refunded In regards to the claim, [redacted] submitted a claim for water damage on December 2, The claim was assigned to Chris M**, who made contact and inspected the insured’s home on December 2, At the inspection Chris M [redacted] completed a scope of the water damageAn estimate of the damage was written and p**ment issued on December 3, Chris explained to the insured that there m [redacted] be additional damage that could not be seen, however that damage could not be determined until a contractor began working on the repairsMs [redacted] did express some concerns to Shelly Bower, Chris’s Team Lead, about the claims process and if all the water damage was estimatedShelly asked Ms [redacted] to send her photos of any water damage that she felt Chris did not seeThe photos submitted did not appear to show any additional damage Shelly encouraged the insured to have her contractor contact Chris so that they could discuss the damageMs [redacted] did have her contractor contact Chris and they discussed the claimThey agreed that once the work started, if additional damage was found, Chris and the contractor would addressOnce work began there was additional damage found and Chris worked with Ms [redacted] s contractor to reach an agreed cost to repair the additional water damageThe estimate for the additional damage was completed and a second actual cash value paynt was sent to the insured on February 4, 2016, with the understanding that once the work was complete the depreciation held back would be sent to the insuredChris was contacted in July by Ms [redacted] and advised that the work was finishedFinal payment was sent to the insured on August 1, Please contact me if you have any other questions Sincerely, Mindy M [redacted] ***
Thank you for forwarding Melissa Ginther’s complaint and concern about her policy We have reviewed the account and found it has never been surcharged due to prior claims history The account has had the best rate that our company has offered since its inception in We will cancel our policy on the effective date of her new policy with *** To do so, we do require a signed request, or proof of the new policy in the form of an ID or dec page On February, 29, 2016, [redacted] did call into our Customer Service department and stated that she would supply us with the requested documentation As of today, we have not received any documentation from her If I can be of further assistance to you, please let me know Thank you
We are in receipt of the complaint filed by customer [redacted] and have reviewed the same This involved an auto accident where our insured rear ended Mr [redacted] Mr [redacted] presented a repair estimate to us from [redacted] for replacement of his rear bumper cover in the amount of $ We reviewed the repair estimate and since the vehicle involved (a [redacted] Outlander) was years old we were able to use a reconditioned rear bumper cover which brought the repairs to $ The settlement check and a copy of our estimate were sent to Mr [redacted] on 04-17- A few weeks later we received a call from [redacted] stating they could not locate a reconditioned rear bumper after all Our appraiser contacted [redacted] who got in touch with [redacted] to discuss this [redacted] advised that a replacement rear bumper could be ordered and then painted with whatever texture needed to match the front bumper As such, our appraiser wrote a supplement estimate and sent another settlement check to the customer for an additional $87.30, bringing the total of repairs to $ A week later we received a phone call from the customer saying his body shop could not properly texture the rear bumper to match his existing front bumper We offered to have this done at a different body shop The customer rejected this offer and then stated he also wanted his undamaged front bumper and rocker moldings replaced so they would match a new rear bumper We felt we were not responsible for this matching issue because of [redacted] ’s parts problems so instead offered an appearance allowance as a compromise to settle this claim It was decided to instead get an independent appraisal company involved to get an unbiased opinion As such, we hired Property Damage Appraisers (PDA) who inspected the customer’s vehicle Their report came back agreeing with our initial estimate (to replace the rear bumper only with a remanufactured bumper), with their repair estimate totaling $ Motorists has presented all the paperwork and findings to the customer, paid him $to date, and offered an appearance allowance of $ The customer has rejected this and is also asking for a new front bumper cover and rocker moldings These will cost around an additional $2,to replace Motorists feels we are not responsible for any matching issue because of a parts problem involving [redacted] We have written an accurate repair estimate, verified our figures with an independent appraisal company, sent the settlement checks, and even offered an additional $in appearance allowance As such, we feel we have been more than fair with the customer on this claim Motorists Insurance Group Dwayne L[redacted] ###-###-#### [redacted]
Statements are untrue I also feel my Insurance should be reinstated I have always had a German Shepherd since I've had Insurance with them I am still waiting on the underwriter's notes and the letter that is to have the statement removed about "property in poor condition"Also, the picture that I sent to [redacted] did show more damage She was the one who asked me to take better pictures and send to her [redacted] also agreed that the pictures did show more damage then the ones Chris M [redacted] took Also, I never did receive the original letter stating that my deductible was going from $to $1,000.00, from years ago or so when I askedAnd if deductible went up then my premium (payments) should of went down, since I went with the least deductible I do believe changes were made to my policy without my knowledge Regards* [redacted]
Thank you for bringing our policyholder’s complaint to our attention This homeowner’s policy was written in through our agent, [redacted] Our contract with the agency was terminated on 8-31- The policy was non-renewed on the first available date after the agency termination date We mailed a Non-Renewal Notice to the insured on March 31, I spoke to our policyholder to explain why the policy was non-renewed, and told him that a Non-Renewal Notice had been mailed to his home address in MarchI advised he must find an agent to place coverage for him Motorists Insurance has provided a coverage binder from the date of lapse till August 26, to prevent his mortgage company from charging him for a gap in coverage and give him time to find a new agent Sincerely, Lorraine V [redacted] Motorists Insurance Group ###-###-####
This letter will confirm receipt of your complaint filed April 17, regarding a claim filed with our office on March 1, Please allow me to provide a brief timeline of the events to assist you with this matter: Ø 3/1/Claim reported via Website - report of water in garage damaging equipment A detailed voice mail left by Scot D’ [redacted] on our insured’s voice mail to discuss the claimØ 3/3/Verbal contact made with Ms [redacted] Our Resolution Specialist explained coverage and discussed the next steps He then mailed the applicable claims forms to Ms [redacted] Ø 3/3/Ms [redacted] emailed our Resolution Specialist questioning why someone was not coming to her house to check on equipment Scot responded the same day and via telephone call to discuss the concerns and left a voice mail message Ø 3/6/Ms [redacted] called back and advised she was getting the damaged equipment checkedØ 3/16/Scot D’ [redacted] called to follow up on claim and left a voicemail Ø 3/20/Claims forms were received Our Resolution Specialist did not receive documentation if the items could be repaired He emailed Ms [redacted] requesting the additional informationØ 3/21/Ms [redacted] emailed advising she dropped everything off at Home DepotØ 3/24/Scot D’ [redacted] called to follow up on his email request and left voice mail message Ø 3/27/Ms [redacted] faxed over of the estimatesØ 4/5/Ms [redacted] faxed over more of the estimatesØ 4/6/Ms [redacted] sent an e-mail advising that she faxed over two more estimates Ø 4/14/Ms [redacted] faxed over the Toro blower and Ryobi pressure washer invoices These were the missing items previously requestedØ 4/17/Ms [redacted] e-mailed requesting a statusØ 4/17/The final Home Depot Service Certificates received for processingØ 4/17/Claim processed and payment was issued Total claim payment 1,less deductible = 1, While I do understand Ms [redacted] ’s concern with the timeline, we did not have all of the information needed to finalize the claim until April We will also discuss this matter in detail with our Resolution Specialist to ensure that all communication was detailed and all follow-ups were of the highest level of professionalism Should you need any additional information, please do not hesitate to contact meSincerely, Brad J [redacted] Director of Property Claims brad.j***@motoristsgroup.com ###-###-####
We received your letter dated 8/11/regarding the non-renewal of Ms [redacted] s homeowner policy This homeowner policy was non-renewed effective 9/28/because it is an unsupported (monoline) policy with a loss in the past three yearsThis violates the terms and conditions of our underwriting guidelines Additionally, we confirmed that the insured owns a German Shepherd, a breed which is not eligible per our underwriting guidelines On 8/3/2016, the insured spoke with our Customer Service Representative in regards to the non-renewalShe requested a letter stating the reasons for the non-renewal in detailShe also requested a copy of a company notice from 9/2/stating that her deductible was increasing to $1,000, and for the photos that the Claims Adjuster took of the hot water heater The condition of the hot water heater was a concern noted by the adjuster I provided both letters to the CSR on 8/4/via e-mail, and she sent them and the requested photos to the insured via the postal service on that date The insured also requested a refund of unearned premium Since the policy is being non-renewed there is no additional premium to be refunded In regards to the claim, [redacted] submitted a claim for water damage on December 2, The claim was assigned to Chris M**, who made contact and inspected the insured’s home on December 2, At the inspection Chris M [redacted] completed a scope of the water damageAn estimate of the damage was written and p**ment issued on December 3, Chris explained to the insured that there m [redacted] be additional damage that could not be seen, however that damage could not be determined until a contractor began working on the repairsMs [redacted] did express some concerns to Shelly Bower, Chris’s Team Lead, about the claims process and if all the water damage was estimatedShelly asked Ms [redacted] to send her photos of any water damage that she felt Chris did not seeThe photos submitted did not appear to show any additional damage Shelly encouraged the insured to have her contractor contact Chris so that they could discuss the damageMs [redacted] did have her contractor contact Chris and they discussed the claimThey agreed that once the work started, if additional damage was found, Chris and the contractor would addressOnce work began there was additional damage found and Chris worked with Ms [redacted] s contractor to reach an agreed cost to repair the additional water damageThe estimate for the additional damage was completed and a second actual cash value paynt was sent to the insured on February 4, 2016, with the understanding that once the work was complete the depreciation held back would be sent to the insuredChris was contacted in July by Ms [redacted] and advised that the work was finishedFinal payment was sent to the insured on August 1, Please contact me if you have any other questions Sincerely, Mindy M [redacted] ***
Thank you for forwarding Melissa Ginther’s complaint and concern about her policy We have reviewed the account and found it has never been surcharged due to prior claims history The account has had the best rate that our company has offered since its inception in We will cancel our policy on the effective date of her new policy with *** To do so, we do require a signed request, or proof of the new policy in the form of an ID or dec page On February, 29, 2016, [redacted] did call into our Customer Service department and stated that she would supply us with the requested documentation As of today, we have not received any documentation from her If I can be of further assistance to you, please let me know Thank you
We are in receipt of the complaint filed by customer [redacted] and have reviewed the same This involved an auto accident where our insured rear ended Mr [redacted] Mr [redacted] presented a repair estimate to us from [redacted] for replacement of his rear bumper cover in the amount of $ We reviewed the repair estimate and since the vehicle involved (a [redacted] Outlander) was years old we were able to use a reconditioned rear bumper cover which brought the repairs to $ The settlement check and a copy of our estimate were sent to Mr [redacted] on 04-17- A few weeks later we received a call from [redacted] stating they could not locate a reconditioned rear bumper after all Our appraiser contacted [redacted] who got in touch with [redacted] to discuss this [redacted] advised that a replacement rear bumper could be ordered and then painted with whatever texture needed to match the front bumper As such, our appraiser wrote a supplement estimate and sent another settlement check to the customer for an additional $87.30, bringing the total of repairs to $ A week later we received a phone call from the customer saying his body shop could not properly texture the rear bumper to match his existing front bumper We offered to have this done at a different body shop The customer rejected this offer and then stated he also wanted his undamaged front bumper and rocker moldings replaced so they would match a new rear bumper We felt we were not responsible for this matching issue because of [redacted] ’s parts problems so instead offered an appearance allowance as a compromise to settle this claim It was decided to instead get an independent appraisal company involved to get an unbiased opinion As such, we hired Property Damage Appraisers (PDA) who inspected the customer’s vehicle Their report came back agreeing with our initial estimate (to replace the rear bumper only with a remanufactured bumper), with their repair estimate totaling $ Motorists has presented all the paperwork and findings to the customer, paid him $to date, and offered an appearance allowance of $ The customer has rejected this and is also asking for a new front bumper cover and rocker moldings These will cost around an additional $2,to replace Motorists feels we are not responsible for any matching issue because of a parts problem involving [redacted] We have written an accurate repair estimate, verified our figures with an independent appraisal company, sent the settlement checks, and even offered an additional $in appearance allowance As such, we feel we have been more than fair with the customer on this claim Motorists Insurance Group Dwayne L[redacted] ###-###-#### [redacted]
Statements are untrue I also feel my Insurance should be reinstated I have always had a German Shepherd since I've had Insurance with them I am still waiting on the underwriter's notes and the letter that is to have the statement removed about "property in poor condition"Also, the picture that I sent to [redacted] did show more damage She was the one who asked me to take better pictures and send to her [redacted] also agreed that the pictures did show more damage then the ones Chris M [redacted] took Also, I never did receive the original letter stating that my deductible was going from $to $1,000.00, from years ago or so when I askedAnd if deductible went up then my premium (payments) should of went down, since I went with the least deductible I do believe changes were made to my policy without my knowledge Regards* [redacted]