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Ameriprise Auto & Home Insurance

Phone: (920) 330-5100 Fax: (920) 330-5607 View Additional Phone Numbers 3500 Packerland Dr, De Pere, WI 54115 http://ameriprise.com/autohome


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Description

This company offers auto, home and personal liability umbrella insurance. 


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ameriprise Auto & Home Insurance meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Ameriprise Auto & Home Insurance include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 146 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

146 complaints closed with BBB in last 3 years | 69 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 34
Delivery Issues 3
Guarantee/Warranty Issues 4
Problems with Product/Service 96
Total Closed Complaints 146

Customer Reviews Summary Read customer reviews

44 Customer Reviews on Ameriprise Auto & Home Insurance
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 2
Negative Experience 39
Total Customer Reviews 44

Additional Information

BBB file opened: January 01, 1950 Business started: 12/06/1972 in WI Business started locally: 12/06/1972 Business incorporated 04/12/2002 in WI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Wisconsin State Office of the Commissioner of Insurance
P.O. Box 7873, Madison WI 53707-7873
http://oci.wi.gov/oci_home.htm
Phone Number: 608-266-3585 state wide 800-236-8517
Fax Number: 608-266-9935 for general office

National Association of Insurance Commissioners
2301 McGee Street, Suite 800, Kansas City MO 64108-2622
http://www.naic.org
Fax Number: 816-783-8175

Type of Entity

Corporation

Business Management
Mr. Kenneth J. Ciak, President Mr. James L. Hamalainen, Treasurer Mr. Thomas R. Moore, Secretary Ms. Rebecca Nash, Senior Vice President Ms. Susan Schoenberger, Senior Communications Specialist Ms. Angela M. Sylvester, Compliance Complaint Analyst Ms. Susan Vannieuwenhoven, Sr. Marketing Specialist Ms. Dianne L. Wilson, Senior Vice President
Contact Information
Principal: Mr. Kenneth J. Ciak, President
Customer Contact: Ms. Angela M. Sylvester, Compliance Complaint Analyst
Business Category

Insurance Companies Insurance - Auto Insurance - Homeowners Insurance - Liability Insurance - Property Insurance Claim Processing Services Insurance Services Insurance Agencies and Brokerages (NAICS: 524210)

Products & Services

Ameriprise Auto & Home Insurance offers the following product(s): Auto Insurance, Home Insurance, Personal Liability Insurance, Specialty Insurance offered through in-house agency

Hours of Operation
Sales: Monday thru Thursday: 7am to midnight Friday: 7am to 10pm Saturday: 8:30am to 7pm Client Service: Monday thru Thursday: 6am to midnight Friday: 6am to 10pm Saturday: 7:30am to 6pm Claims: Claims reporting services available 24 hours a day; 7 days a week
Service Area
AL, AZ, CA, CO, CT, DE, DC, GA, HI, ID, IL, IN, IA, KS, KY, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY*, NC, OH, OK, OR, PA, SC, SD, TN, TX**, UT, VT, VA, WA, WI  
*Home Condo or renters insurance is not available in NY (Queens, Kings, Nassau, Suffolk and Richmond counties). **Condo and renters are not available in TX. 

Alternate Business Names
Ameriprise Auto & Home Insurance Agency, Inc. Ameriprise Insurance Company IDS Property Casualty Insurance Company
Industry Tips
Wisconsin Auto Insurance Requirements

Customer Review Rating plus BBB Rating Summary

Ameriprise Auto & Home Insurance has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3500 Packerland Dr

    De Pere, WI 54115 (800) 535-2001 (800) 872-5246 (888) 239-9953 (920) 330-5100

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/29/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service
8/18/2015 Billing/Collection Issues
8/17/2015 Problems with Product/Service
8/16/2015 Billing/Collection Issues
8/14/2015 Problems with Product/Service
8/12/2015 Billing/Collection Issues
8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I took insurance out to cover the loss to belongings to my apartment. I verified coverage with a Amerprise rep. She verified that everything was covered after going through my entire list. The conversation was recorded. I maybe a month or two later down the road made a claim against my policy, and the claim handler stated that the issue was not claimable even though it was verified from there rep as one of the covered losses.

Desired Settlement: To have Ameriprise cover the loss as they promised when the insurance policy was taken out and verified through their rep.

Business Response: Thank you for sending the complaint filed by Ms. ***** *******, which we received on July 6, 2015. We
understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to
address her concerns.
Ms. ******* filed a home claim on June 9, 2015, with a loss description of "black dust all over goods,
beds, walls and cabinets." We advised the insured that we would assign an independent appraiser to
inspect the damage prior to our coverage determination. We also reviewed the policy langnage, including
the 17 named perils and amendments, with Ms. ******* and emailed a copy of the policy booklet to her.
The inspection report and photographs revealed mold growth throughout the home, likely due to a long
term toilet leak and long term siding leak at the deck above the living room. Unfortunately the damage is
not a named peril and, therefore, we were unable to extend coverage for Ms. ******* ' loss. We discussed
the results with Ms. ******* and followed up with a written explanation outlining the policy language.
We are truly sorry that Ms. ******* experienced this unfortunate event, and we understand that this is not
the outcome she would like. Regrettably, after reviewing the facts of the loss and our investigation results
a second time, we respectfully maintain our denial of the claim.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 I reject this last response from this company. Even as they stayed, like they mentioned that I asked hypothetical questions, I called that day and went through the policy coverages with their representitive. This was the call which I verified coverages like any customer can do to make sure each thing I specifically asked was covered. 


If I am not correct, I even paid additional for a few addendums which would have covered this specific loss that has been mentioned from the start.





Regards,

***** *******

 

 

Business Response: Thank you for sending the third follow-up complaint filed by Ms. *******, which we received on
July 23, 2015. We understand that she disagrees with our decision regarding the claim. However, we
believe our two previous responses clearly state our position and we have nothing further to add at this
time.

8/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over a month ago a car back in to my car. It was not clear if the driver of the other car had insurance or a valid driver license. However my vehicle is still not repaired because of insurance policies that people like myself who do not understand insurance policy. Ameriprise repair shop that they recommend was unprofessional & gave me a bias estimate of my vehicle. I am diving my car with front end damage & a broken headlamp. This is unsafe to drive however, Ameriprise argues that it is drivable. I pay for full coverage every month. It is an outrage that my car is not fix because of insurance lingo that Ameriprise representatives use to not cover my car in full.

Desired Settlement: Ameriprise should pay all fees to repair my car & medical expenses.

Business Response: Thank you for sending the complaint filed by Mr. ******* ******, which we received on July 23,
2015. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.
At the onset of the claim, we explained Mr. ******'s options in regards to choosing his own repair shop.
Mr. ****** chose to use one of our preferred shops, and obtained an estimate from Auto Square in
Arcadia. We received the estimate on June 29, 2015, and reviewed and paid it on July 2, 2015. We issued
a check in the amount of $276.84 payable to Mr. ****** and Auto Square.
On July 21,2015, we received an email from a different body shop, *** *************, which Mr.
****** chose to repair his vehicle. On July 22, 20 15, the shop submitted their estimate and photos for
review, and we set up a Hertz rental reservation for Mr. ******. Upon review of the shop estimate, we
detennined that a physical inspection was needed.
Our staff appraiser attempted to inspect the vehicle on July 24, 2015, but the vehicle was not at the shop.
The vehicle inspection was completed on July 27,2015, and we approved the estimate for $1,586.32. We
issued payment to Mr. ****** and *** ************* for $1,086.32 which represents the estimate amount
less Mr. ******'s $500 deductible.
Mr. ****** has Uninsured Motorist Property Damage (UMPD) coverage; however, Foremost Insurance
insures the 1998 GMC Sonoma driven by Mr. ******** ********, the other party to the claim, and they
have not denied coverage to date. Therefore, we are unable to pay under Mr. ******'s UMPD coverage
at this time. We will continue to follow up with Foremost Insurance and should they deny coverage, we
will review the claim for payment consideration under UMPD coverage.
Regarding the request to pay his medical bills, the coverage afforded under Mr. ******'s policy is
Excess Medical Expense coverage. All medical expenses must first be submitted to the injured party's
primary health insurance. Following receipt of a complete medical bill, medical records, and the
explanation of benefits from the primary health insurance, we review the documentation for payment

consideration. A complete bill includes diagnosis codes and procedure codes and is usually submitted on
a CM S-1500 or DB form.
On June 19, 2015, we received a receipt showing $10 payment to ****** *********** The medical
adjuster, Ms. ***** ********, left a message for Mr. ****** and also sent him an email on June 22,
2015, requesting complete medical bills, records and explanation of benefits from the primalY health
insurance. We will respond accordingly once we receive the requested information.
If you have any questions about this information, you may contact Ms. ****** **** at I ###-###-####,
Ext. ****.

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello! I have been with Ameriprise Home Insurance since I bought my house in 2006 and never missed a payment. Recently I have done an appraisal and sent an e-mail to them and was waiting to hear back about possibly decreasing my yearly premium after reviewing my appraisal. My renewal date was on June 22, 2015 and I didn't hear back from them until 6/22 late after noon via an e-mail. Previously I've spoken with them few times over the phone regarding my payment options. I thought I was still on the automatic payment (by default) option like last year. But when I called them on 6/25, I found out that they cancelled my policy as of 6/22 without even notifying me when they just e-mailed me back about my updated premium on 6/22. So, I was out of home insurance for 3 days without even being aware. I have requested them, cried on the phone out of helplessness, talked to the on duty supervisor, talked to their senior supervisor, but they denied to reinstate my home insurance. I was denied to even give a month until I found another company. There's a miscommunication between all the calls I've made before 22nd and the appraisal. Please, I need your help. I'm a single mother of 2 small kids and have gone through a divorce recently and kept my house. I'm barely making it. Now this will put a big hole on my already suffering finances. I've medical claims against this company from my past auto insurance and currently have a lawyer who's working for me to have my medical bills paid off by this insurance. So, this company has been hostile to me for a while. I believe, they're trying to find any excuse to get rid of me and they did. I've been very sick since 6/21 from bad flu and cold, so are my kids. If I knew they cancelled my automatic payment option, I would've called them before 22nd. I've never missed a payment since 2006. I'm their valued customer and this is unjust and unfair what they did and how they've treated me. I need your help to resolve this.

Desired Settlement: I want Ameriprise to renew my yearly home insurance policy asap.

Business Response: Thank you for sending the complaint filed by Ms. ******* *****, which we received on June 29, 2015.
We understand that she would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address her concerns and believe the following timeline will help provide
clarification.
• On April 17, 2015, we mailed the June 22, 2015 to June 22,2016 renewal offer.
• On May 8, 2015, Ms. ***** called to cancel her automobile insurance policy. At that time, she also
changed her payment plan on her home policy to a direct full pay.
That same day, we mailed a premium notice in the amount of $1,138.83 with a due date ofJune 22,
2015. The premium notice states, "Failure to pay the premium by the due date will result in the
cancellation of your policy."
• We did not receive payment by June 22, 2016; therefore, the policy lapsed because the renewal
premium was not paid on time.
• On June 25,2015, Ms. ***** called to request policy reinstatement. We denied reinstatement due to
a lapse in coverage and break in the contract when the policy cancelled for nonpayment of premium.
We recognize and appreciate that Ms. ***** has been a long-term client, and we sympathize with her
personal difficulties. We understand that this is not the outcome she would like; however, based upon the
facts of the situation, we respectfully maintain our decision not to reinstate the policy.
Tfyou have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As of 7/17/2015  Ameriprise has reinstated my home insurance policy beginning 6/22/2015. But I still had to pay for the month (6/22/2015-7/17/2015) I was NOT covered for. I was explained that I couldn't have lapse of coverage. I understand it, but I was received a call from Ameriprise few weeks ago informing that no matter how much I try, they'd not reinstate my insurance and advised me get coverage from elsewhere. SO, out of desperation I found a company online with 7 times as much deductible and 3 times as much premium which I couldn't afford. I was forced to be in this situation. I am asking Ameriprise to consider giving me 1 month premium break due to the above explanation without any lapse of coverage. It's been a very stressful month for me! I would appreciate their earliest respond. 

Regards,

******* *****

 

 

Business Response: Thank you for sending the follow-up complaint filed by Ms. ******* *****, which we received on July
20, 2015 . We appreciate the opportunity to address her additional concerns surrounding the reinstatement
of the policy.
On July 17, 2015, we informed Ms. ****** that we will reinstate her policy without a lapse in coverage.
Ms. ***** accepted our offer and the policy was reinstated without a lapse in coverage effective June
22,2015.
We will provide a refund if Ms. ***** is able to provide proof of continuous coverage with another
company from June 22, 2015 to July 17, 2015.
Ms. ***** also has the option of backdating the cancellation of her policy with her new insurance
company by providing them a copy of her Ameriprise declarations page showing continuous coverage
since JWle 22, 20 15. She would then receive a refund from them.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a roof claim on 3/30/15 and it continues to be unresolved as of 7/9/15. The company first claimed the damage was less than our deductible without even going on the roof. On 6/4/15 (after estimator) went on the roof they revised the estimate to $4,632.30. On 7/5/15 the estimate was increased to $4,940.18. My contractor initially estimated the work at apx $8,500 is unable to start working until they approve his expenses.

Desired Settlement: Approve and pay contractor required amount of apx $8,500.

Business Response: Thank you for sending the complaint filed by Ms. ***** *******, which we received on July 9, 2015. We
understand that she feels there was a delay processing the claim. We appreciate the opportunity to address
her concerns.
Immediately after receiving notice of the claim on March 30, 2015, we assigned Mr. Matt ***** to inspect
the property and provide an estimate. On April 20, 2015, we issued payment in the amount of $418.06 to
Mr. and Ms. ******* based on Mr. *****'s estimate.
On April 23, 2015, Ms. ******* notified us that her contractor, Mr. ********, disagreed with Mr. *****'s
estimate and supplemental payment was needed to complete the repairs. Mr. ***** and his associate, Mr.
*****, worked with Mr. ******** to reach an agreed price for the cost of repairs.
On June 9, 2015, we issued additional payment to Mr. and Ms. ******* for the damages agreed upon
with Mr. ********.
Upon receipt of this complaint, we followed up with Mr. ********. During that conversation, we
determined that an agreement had, in fact, not been reached on the actual amount needed to indemnify the
insured. We subsequently reached an agreed amount with Mr. ******** of $7,500 for the needed repairs.
We issued supplemental payment in tllis amount on July 15, 2015.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


The settlement amount though lower than the original estimate is acceptable as agreed to by our contractor. At this point, I'd like to note Ameriprise has not explained why or apologized for this process taking so long. Also I would like to note Ameriprise had to issue three payments because they kept changing the "agreed upon" amount after verbal conversations. Finally, the vague communications with our Ameriprise representative Jessie Uliana left us believing it was Ameriprise's goal to pay nothing or as little as possible. I do not believe this service deserves an A+ rating. I am confident we would still be struggling with this claim if not for the BBB involvement; my contractor and I both intend to limit our future business with Ameriprise Insurance.

Thank you,

***** *******

 

 

Business Response: We understand that Ms. ******* is frustrated with the length of time it took to resolve this claim. It is
always our intention to resolve all claims as quickly as possible, but we need time to: investigate the loss;
coordinate inspections; obtain and review reports; and reach agreed upon repair costs (which sometimes
need to be adjusted several times as new information is presented). However, we genuinely regret that
this claims experience has not met her expectations.

7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 24th, I received a letter indicating that Ameriprise had cancelled my policy because the credit card they had for APS had declined (I explained that card needed to be cancelled to prevent fraud. Typically, my credit card company will contact all those I have on Auto-Pay, but in this case, they did not). I never received a phone call or letter indicating the issue, but I did receive a letter on 7/6 (dated 6/24) that my policy was canceled that they were going to send the remaining amount to a collection agency. I had been speaking with Ameriprise in the month of June (last email correspondance was 6/15) and I was never informed of this. Ameriprise said they sent a letter in early June to inform me of the situation, but I never received it. Furthermore, the phone number they had was invalid and I have provided them the correct phone number in September 2014 and June 2015. They also have my email address on file as well as they have sent me numerous emails. I feel that they did not try to contact me and that they wanted my policy to lapse so they could cancel it. I spoke to Supervisor Eric D********* on 7/7 and he said that there was nothing they could do even though they knew the phone number they had was outdated and that I had indicated that I had never recieved the initial letter indicating the issue. I mean, they essentially gave me 2 weeks to rectify but I never received any of the notifications plus I had them on auto-pay. I advised Eric that if they wouldn't work with me that I would contact the BBB and he said that was fine.

Desired Settlement: I don't want my policy cancelled. I already have my home insurance with them and would like all of my policies with the same company.

Business Response: Thank you for sending the complaint filed by Mr. ***** ******, which we received on July 8, 2015. We
understand that he disagrees with our decision surrounding the cancellation of his policy. We appreciate
the opportunity to address his concerns and believe that the following timeline will help provide
clarification.
• On April 17, 2015, we mailed the automobile policy renewal packet, which included a bill. The bill
noted the payment metbod as automatic credit card monthly payment to Mr. ******'s Visa (card
ending in ****) occurring on June 1, 2015.
• On June 2, 2015, we charged $139.57 to Mr. ******'s Visa. (Because June 1, 2015 was a Monday,
our system processes bills overnight and payments are reflected the next business day.)
• On June 3, 2015, we received a payment reversal for $139.57 because Mr. ******'s credit card was
declined. Therefore, we mailed a pending cancellation notice to Mr. ****** explaining the recent
payment was declined and that we required payment in full of $677 .87 by June 18, 2015, to avoid
cancellation.
• On June 4, 2015, an automated call was made to tbe phone number we had on file for Mr. ****** to
notify him ofthe payment reversal and pending cancellation. We regret iftbe call was not made to
Mr. ******'s most current phone number, but these automated calls are simply an extra step we take
as a courtesy to clients - they are not required.
• On June 18, 2015, the policy cancelled for non-payment of premium. The cancellation generated a
new bill for the outstanding portion of premium for coverage provided, which was $63.77 due July
14,2015.
• On July 7,2015, Mr. ****** contacted our office to discuss the policy. We advised him of the
cancellation and that, regrettably, his policy did not qualify for reinstatement.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Their response doesn't address that they never updated my call info even though I had given them updated info in September of 2014.  Furthermore, it doesn't address the fact that I never received a letter from them regarding the issue with the autopsy credit card.  Finally, it doesn't address that they essentially have me 2 weeks to rectify an issue I was not made aware of until it was too late.

Regards,

***** ******

 

 

Business Response: Thank you for your July 13, 2015, follow-up letter regarding the complaint filed by Mr. ***** ******.
We appreciate the opportunity to provide additional information.
We reviewed Mr. ******'s policy and confirmed that we sent all the appropriate notices to him regarding
the automatic credit card withdrawal and pending cancellation of his policy. When we subsequently did
not receive payment, the policy cancelled on June 15, 2015, for non-payment of premium and we mailed
the appropriate cancellation notice to him.
We understand that this is not the outcome Mr. ****** would like; however, after reviewing the facts of
the matter a second time, we respectfully maintain our decision not to reinstate the policy.
If you have any questions about this information, you may contact me at * ***** ******** * **** ****.

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We recently purchased a house, and we contacted this home insurance company for quote, although we purchased insurance from a different company. Yet Ameriprise auto&home insurance insists that our insurance with them just expired and we still owe them $209.60, for a service we never started. We've been covered by a different insurance company(actually that company covers both of our homes) from day one we moved in our new home. They mentioned a policy number of **********, it is for our previous home which is now rented to a different family. The address for that house is **** ***** *** **** ********** ** *****

Desired Settlement: stop requesting payment for the service we never started

Business Response: Thank you for sending the complaint filed by Mr. ******** ***, which we received on June 30, 2015. We
understand that he disagrees that he purchased a policy and is disputing the requested premium payment.
We appreciate the opportunity to address his concerns and believe the following timeline will help
provide clarification.
• On February 25,2015, Ms. **** **** obtained an online quote for home insurance for the property
located at **** ******** ***** ** ***** ** **********. Later that day, we were contacted by
*** *** from *** * ******** to update a mortgagee clause and send an escrow withdrawal
notice. We explained that the policy had not been purchased yet, which prompted the mortgage
representative to request that we reach out to Ms. *** to finalize the policy. We spoke to Ms. ***
and finalized the policy effective March 6, 2015. We then faxed the home insurance documents
and the escrow withdrawal notice for $1,162.34 to the mortgage company, with a payment due
date of March 22, 2015. We also sent confirmation to Mr. and Ms. ***.
• On March 27, 2015, we mailed a second escrow withdrawal notice to both the mortgage company
and the insureds extending the due date to April 16, 2015 due to the outstanding balance of
$1,162.34.
• On April 21, 2015, we mailed a notice of pending cancellation to the insureds due to the
outstanding balance of $1,162.34.
• On May 11, 2015, we mailed a cancellation notice due to non-payment of premium.
• On May 19, 20 15, we mailed an outstanding balance notice for $209.60 for the coverage provided
from March 6, 2015 through May 11 , 2015. This same notice was mailed June 18, 2015, as there
is still an outstanding balance due of $209.60.
If Mr. *** can provide documentation showing he was insured for this property with another insurance
company, we would review that information and consider backdating the cancellation of the policy
effective the date the other policy went in to effect.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####
Sincerely,
******* ****
*** *** ******* **** **** *** ********* ******* *** ******** ******** ********* ******* ********** **** * **** *********

Business Response: Thank you for sending the complaint filed by Mr. ********* ***, which we received on July 13,2015. We
understand that he would like us to reconsider backdating his policy cancellation based upon
documentation he provided. We appreciate the opportunity to address his concerns.
We have reviewed the proof of insurance from ******** ********* ********* ****. submitted by Mr. ***.
In cases where two insurance companies are providing coverage and a loss occurs, we would be required
to pay 50 percent of the damages. We refund 100 percent of the premium when backdating the
cancellation of a policy 90 days or sooner; anything prior to 90 days is refunded at 50 percent of the
premium paid.
Provided we can confirm losses with Ms. *** or Mr. ***, we will deduct $146.10 from the balance
owed, leaving a remainder of$63.50 calculated as follows:
• $1, 162.34 annual premium "' 366 days (03/06/15 - 03/06/16) = $3 .1 8
• $3 .18 x 26 days (04/15/15 - 05/11/15) = $82.57
• $1,162.34 annual premium"' 366 days (03/06/15 - 03/06/16) = $3.18
• $3.18 x 40 days (03/06/15 - 04/15/15) = $127.20 "' 2= $63.52
• $82.57 (100 percent of premium) + $63.52 (50 percent of premium) = $146.10
• $209.60 current balance - $146.10 = $63.50 (balance owed)
On July 14, 2015, we attempted to contact Mr. **** to inform him we needed additional information prior
to completing our review. To date, we have not heard from him.

Consumer Response: Just wondering if the remaining balance can be waived if we decide to move our current home insurance to them, if they do not agree, we'll just pay the balance required. If they agree please let them provide contact info with agent that knows this case as well as the settlement, thanks,

Regards,

 

******** ***

 

 

 

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Ameriprise renter's insurance policy, which I bought in July 2011, then renew by calling them again in 2012 for ***** *** *** ***** **** *** ****** ** *****. I moved out of the location to move-in with my sister in August 2013, who had her own renter's insurance. I did not authorize any renewal of the policy with Ameriprise for 2013-2014 and 2014-2015 terms. I did not received any paperwork that indicated there was a renewal, no phone calls, and i did not authorize an automatic renewal. I only authorize the renewal by calling, which I did both times, when I renewed. By got a call on June 19, 2015 from Ameriprise stating it is about renewal of my policy. I returned the call today June 22, 2015 when I realized they been charging my credit card without authorization. When I go this policy I was not informed that only way it can be cancelled was by in writing, because I was under the impression it was a policy that I could renew year to year. I did not authorize any automatic renewals and I had mail forwarding, but did not received any information from Ameriprise that they were renewing this policy for last two years without my authorization. They claim it was in the booklet they send me, however, both times, all the other policy details were given to me over the phone and I had no idea there was this perpetual policy that would keep going unless i give written notice.

Desired Settlement: I would like: 1. Refund for the terms (2013-2014 and 2014-2015) I did not authorize. 2. Change in their policy, if they are speaking to a consumer on the phone, to clearly inform them, that this is a perpetual policy, unless you actively cancel.

Business Response: Thank you for sending the complaint filed by Ms. ****** ***********, which we received on June 23,
2015. We understand that she would like an explanation of why her policy was not cancelled. We
appreciate the opportunity to address her concerns.
We believe the following timeline will provide clarification.
• On June 18, 2010, we issued Ms. *********** a renter's policy and we mailed all of the appropriate
paperwork to her.
• With Ms. ***********'s authorization, we issued her policy on a credit card full payment plan.
• On May 5,2015, we mailed Ms. *********** her renewal and payment notice for the June 18, 2015,
to June 18, 2016, policy term.
• On June 18,2015, we attempted to charge $251.59 to Ms. ***********'s American Express card
ending in ****, and it was returned to us as declined.
• On June 19, 2015, we sent notice of pending cancellation informing Ms. *********** we would need
payment by July 4, 2015, or the policy would cancel for non-payment of premium.
• On June 20, 2015, we placed an automated call to Ms. *********** informing her of the payment
reversal.
• On June 22, 2015, Ms. *********** called to inform us that this policy should have been cancelled
back in August of 2013, when she moved in with her sister. We informed Ms. *********** her policy
automatically renews unless she requests cancellation of her policy.
We informed Ms. *********** the policy allows the insured to cancel the policy anytime; however, it
stipulates that the cancel date must be later than the date it is requested:

You may cancel this policy by returning it to us or by notifying us in writing of the date to cancel, which
must be later than the date you mail or deliver it to us.
When the policy is cancelled appropriately, we provide a pro rata refund to the insured according to the
following policy provision:
When this policy is cancelled, the premium paid beyond the date of cancellation will be refunded. The
refund premium will be pro rata. This means that we'll keep premium for only those days that you were
protected.
Prior to June 22, 2015, our last conversation with Ms. *********** was on August 2, 20 12, when she
called to update the credit card listed on her policy. If Ms. *********** would have had a loss during this
time period, we would have covered it.
We cancelled Ms. *********** renter's policy effective for June 18,2015, and she asked us to provide
her copies of the renewal information we mailed to her for her 20 12, 2013, and 2014 policy terms, along
with a copy of the policy booklet and her cancellation notice. We mailed the requested copies to her on
June 24, 2015.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The information provided as the response is already the information I received when I spoke with them.  I did not authorize the renewal of my policy for 2013-2014 and 2014-2015, they charged my credit card without authorization.  I demand they refund my credit for those two terms because I did not authorize the automatic renewal and I did not need a policy for since Aug. 2013th, I moved in with my sister who already has her own policy.  The period they described as covering, I did not live at ***** *** *** ***** *** **** **** *** ****** ** *****.  I vacated that location on Aug. 4th 3013.  Therefore, they were perpetually renewing a policy I did not authorize renewal nor I planned on renewing.  I did not received any paper work for renewal for 2013th even though I had mail forwarding for 3 months after I moved on Aug. 2013th.  


There response definitely does not satisfy my complaint.  I reached out to Costco Wholesale last week because I purchased this policy as a Costco member.  They may facilitate this process.  They send me an email with asking for further information. 

Regards,

****** ***********

 

 

Business Response: Thank you for sending the follow-up request regarding the complaint filed by Ms. ****** ***********.
As we explained in our previous response, Ms. ***********'s policy was issued, with her authorization,
on an automatic credit card payment plan, and we did not receive any request from Ms. *********** to
discontinue the automatic credit card payments.
We mailed Ms. ***********'s renewals 45 days prior to the renewal dates to the last known address on
file. We did not receive any of the notices in return mail, and we were unaware that she had moved.
On June 22,2015, when Ms. *********** called to inform us her policy should have been canceled in
2013, we informed her that the policy automatically renews unless she requests cancellation of the policy.
Our policy states "You may cancel this policy by returning it to us or by notifying us in writing of the
date to cancel, which must be later than the date you mail or deliver it to us." Prior to June 22,2015, we
did not receive any request to cancel the policy, and if Ms. *********** would have had a loss during this
time we would have covered it. Therefore, we are unable to provide a refund.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had car accident in January 2015, My insurance company told me other driver's fault, pay my deductible $500 first and fix my car, they will reimburse, I fixed my car the end of Feb, I did not hear any from my insurance, called early June, They told me It will take long time. My policy number is **********, claim number is *************, my insurance agent is ***** ******, Tel ###-###-#### Ext****

Desired Settlement: I want my deductible now

Business Response: Thank you for sending the complaint filed by our insured, Ms. ***** ***, which we received on July 2,
2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunity
to address her concerns.
On January 8, 2015, Ms. *** reported an accident in the parking lot at ***** ***** Medical Center in
Chula Vista, California. We obtained statements from both drivers who confmned they were both backing
out of parking spaces when their vehicles collided. Ms. *** has maintained she had more control of the
aisle when the claimant backed into her vehicle.
Unfortunately, the claimant's insurance company, AAA Insurance, disagreed with our assessment of
liability and found Ms. *** 100% responsible for backing into their insured's stopped vehicle. We could
not reach an agreement with AAA as to who was at fault for this accident; therefore, we are sending the
case to Intercompany Arbitration where an independent arbitrator will determine if there is sufficient
evidence to recover both Ms. ***'s $500 deductible as well as our payment.
On January 27,2015, we explained to Ms. *** that she would be responsible for paying the $500
Collision deductible while we paid the remaining $1,766.08 to repair the damage to her vehicle. We said
we would attempt to recover her deductible from AAA, but we could not guarantee that we would be
successful.
Regardless of who is responsible for the accident, the deductible is owed once repairs are completed. We
immediately attempt to recover the deductible when our insured is not responsible and the other insurance
company agrees. However, in the event of a parking lot accident, it is often difficult to place one party at
fault rather than the other, particularly when the parties disagree as to how the accident happened.
Ms. *** does have the option of pursuing her $500 deductible directly from AAA. Their contact
information is:
*** ********* *** ** ******* ***** ***** *** ********** *** ***** *** **** ****** ** ******* *** ****** *************** *** *********
We understand that Ms. *** is frustrated with the length of lime is taking to recover her deductible. It is
always our intention to resolve all claims quickly, but when a case goes to arbitration, it does require
more time. We regret that Ms. *** feels there is a delay, but we assure you that it is not in any way
intentional.
If you have any questions about this infoffi1ation, you may contact me at ###-###-####5, Ext. ####.
Sincerely,
******* *********

7/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit by a Ameriprise insured driver on may 22. I filed a claim ten days ago, but have not heard back from anyone at Ameriprise for 2 weeks. I have called the agent multiple times, but he has not returned my calls.

Desired Settlement: A check covering my medical expenses and property damage expenses.

Business Response: Thank you for sending the complaint filed by Mr. ***** ********, which we received on June 25, 2015.
We understand that he feels there was a delay processing the claim. We appreciate the opportunity to
address his concerns.
When our insured, Mr. ***** *********, filed this claim on May 22, 2015, he did not provide us with Mr.
********'s contact information. According to our file notes, we lacked this information until June 15,
2015, when we spoke with Mr. ********.
On June 24, 2015, we obtained a statement regarding the accident details from Mr. ********. At that time,
we requested Mr. ******** forward us photographs of the damage to his bicycle and receipts to assist us
in detennining the repair or replacement cost for his bicycle.
We are currently attempting to reach our insured for his statement as to how the accident happened. Once
we have our insured's statement as well as receipts and photos ofMr. ********'s bicycle, we will be in a
position to determine liability for this accident. Once our determination is reached, we will promptly
advise Mr. ******** of our decision on this claim.
As of June 26, 2015, we have not received any information relating to the damages to Mr. ********'s
bicycle. Additionally, we assigned an injury adjuster to resolve Mr. ********'s injury claim once
treatment is complete. The adjuster will contact Mr. ******** in the coming days to discuss the process.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####.

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 26, 2015, I informed Ameriprise employee Jennifer that as of May 28 2015 I am entitled to a discount for "55 and retired." I requested (1) a credit for that discount for the remaining two months of my existing homeowner's policy ***********" and (2) application of that discount for my renewal policy beginning 7/27/15. She indicated that she would issue a $4.83 credit for the two remaining months of my existing policy and indicate that I am entitled to that discount for the renewal policy. She did not issue a credit for the two remaining months of my existing policy and my renewal policy (7/27/15 to 7/27/16) did not reflect that discount. On June 18, 2015 I spoke with Ameriprise employee Mike and informed him that my renewal policy should reflect the "55 and retired) discount; he concurred and sent via e-mail a "Revised Renewal Declaration" which reflected the discount on the renewal policy. However, he did not issue the $4.83 credit for the current period. On June 18, 2018 I e-mailed Ameriprise and reitered that I am entitled to the $4.83 credit for the current period. I received an e-mail response on June 19, 2015 from "The Ameriprise Auto & home Insurance Team" which stated: "We have verified the credit of $4.83 will be refunded within the next 72 hours." Ameriprise did not issue such credit. On June 24, 2015 (today), I spoke with Ameriprise employee ****** who stated that Ameriprise issued the credit but that the bank has not posted it. I disagreed and ******'s "digging" further revealed that Ameriprise has not issued the credit (a computer "glitch") but that she will ask the Ameriprise Accounting Department to manually issue the credit within 48 hours -- I do not believe the credit will ever be issued without BBB intervention. My conversation with ****** revealed that she is not competent -- she did not even know how to read the declarations page of my policy. I realize that $4.83 is a small amount; however, if (for example) Ameriprise has 100 policyholders who are entitled to a credit of approximately $5.00 each and Ameriprise does not issue such a credit to them, Ameriprise would realize $500,000 of revenue to which they are not entitled -- a poor business practice which verges on fraud since they are aware that it is their responsibility issue a credit. t

Desired Settlement: (1) Formal intervention by BBB and public posting of complaint and (2) Ameriprise's Immediate issuance of $4.83 credit. It is not the amount of the credit that is of primary importance -- it is that Ameriprise has acknowledged that it is their liability to issue a refund.

Business Response: Thank you for sending the complaint filed by Ms. ********* ******, which we received on June 25,
2015. We understand that she would like a refund for the addition of the 55 and Retired discount on her
July 27,2014, to July 27, 2015, policy term.
On June 24, 2015, we issued a credit of $4.83 to Ms. ******'s checking account.
We apologize for the inadvertent delay in issuing the credit and any frustration we may have caused Ms.
******. We are pleased the matter was brought to amenable resolution.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

********* ******

 

 

 

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May of 2014, I was rear-ended by someone insured by Ameriprise. It is now June of 2015, and my claim has still not been settled, nor have I received any communication from the company in over four months. I frequently receive medical bills related to my claim; many will soon be sent to collections, irreparably damaging my credit (if this has not been done already). I notified Ameriprise that my medical treatment was concluded and my claim was ready to be settled back in December of 2014; I feel that more than enough time has passed for them to pay my doctors and me for my related expenses. I don't understand why they have not yet done so.

Desired Settlement: I would like Ameriprise to settle my claim, i.e., pay the associated medical bills they have already agreed to pay, as well as my related expenses (as previously discussed with their claims adjuster, Erich D*********). If any of my medical bills have been sent to collections already, or get sent to collections before Ameriprise pays them, I would like to be compensated for the damage done to my credit score as a result of their tardiness, as well.

Business Response: Thank you for sending the complaint filed by Ms. ******* ** *****, which we received on June 22, 2015.
We understand that she feels there was a delay processing the claim. We appreciate the opportunity to
address her concerns.
On May 19,2014, Ms. ** ***** was involved in an accident with our insured, who struck the ** *****
vehicle from behind in stopped traffic. The claim was reported to us on May 20, 2014, by our insured.
That same day, we obtained the pertinent loss details from our insured and also advised them that they
would be considered at-fault for the accident.
On May 21 , 2014, we left Ms. ** ***** a message asking if she wanted to have her vehicle repaired
through us or through her insurance company. On May 28,2014, we spoke with Ms. ** ***** and her
insurance company, *****. Ms. ** ***** provided us with a statement in which she confirnled the facts
of the loss as reported by our insured. During this conversation, we offered Ms. ** ***** one of our
preferred shops to have her vehicle repairs assessed and completed. She chose ********* ********* ******.
Ms. ** ***** infonned us that she was injured as a result of the accident, and we assigned a Casualty
adjuster to her claim. On May 29,2014, the Casualty adjuster contacted Ms. ** ***** to discuss the extent
of her injuries. We informed her that we would send her a Medical Authorization so we could order her
accident-related medical bills and records, and that an injury settlement would be a one-time payment at
the end of the claim. At the end of the call, we explained we would follow-up with her in a few weeks.
We contacted Ms. ** ***** on June 4,2014, and requested a return call so we could address her vehicle
damages. We received the estimate for her vehicle on June 13,2014, and made payment the same day to
Ms. ** ***** in the amount of $891. 79. We infornled Ms. ** ***** that if she chose to have her vehicle
repaired, we could arrange for a rental vehicle for her.
On July 3, 2014, we contacted Ms. ** ***** to discuss her treatment status. At that time, she indicated she
was still having medical problems and was treating for injuries related to the accident.

On August 18, 2014, we left a message for Ms. ** ***** to return our call to discuss her treatment status.
We also sent her a Medical Authorization fmm so we would be in a position to begin processing her bills
and records when necessary.
On September 22, 2014, we left a message for Ms. ** ***** to return our call to discuss her treatment
status. We also sent her a letter that same day with the same request.
On September 23, 2014, we received the executed Medical Authorization form from Ms. ** *****.
On October 22,2014, we left a message for Ms. ** ***** to return our call to discuss her treatment status.
This was in response to a message Ms. ** ***** had left us, indicating she would like to discuss
settlement of her claim.
On December 19, 2014, Ms. ** ***** emailed us about setting her claim. She indicated she had just
moved and that she did not have access to a phone. She suggested that using email would be easier. She
also asked what was needed in order to settle the claim. We replied to her email the same day, advising
her that we would need medical bills and records from her providers, and we also asked if she saw any
providers other than ********** ******** ******* and Dr. *********. We advised her that we would
request her medical records and bills and would contact her once we received that infonnation.
That same day, we sent a request to Ms. ** *****'s providers for her medical bills and records. We also
received a reply email from Ms. ** ***** wherein she indicated she had also seen Dr. ********* and
that she had received an MRI as well. She explained that this information was on the Medical
Authorization fonn she had previously sent to us, and we confinned the same.
On January 7, 2015, we received medical records and bills from Dr. *********.
On February 2,2015, we provided ********** ******** ******* with our email address so they could
send us the medical records. We also requested their $15 invoice for providing those bills and records so
we could issue payment. On February 3, 20 IS, we received a voice message from ********** ********
******* explaining they required pre-payment for the medical records. We reiterated our request for an
invoice, explaining we would issue pre-payment. ********** ******** ******* provided their invoice on
February 4, 2015, and we issued payment the same day.
On February 10, 2015, we sent a second request to both Dr. ********* and ***** ******* *******. We
also inadvertently sent a second request to Dr. ******** which was in error, because we had already
received her records.
Also on February 10, 2015, Ms. ** ***** emailed us, asking if we made any progress toward claim
settlement. She noted that she had moved to ******** and she provided us with her new address. We
infonned Ms. ** ***** of the status of the requests we sent to all of her providers. Ms. ** ***** inquired
as to why ********** ******** ******* had been paid $15, believing they were owed more than that. We
explained it was pre-payment for copies of her bills and records. Ms. ** ***** also indicated that she had
some out-of-pocket expenses. We advised her to submit those bills or receipts to us for consideration.
On February 11,2015, we received toll receipts from Ms. ** *****. She indicated in her email that the
dates and times should match up with her appointments. In that email, Ms. ** ***** also provided us with
infonnation regarding her estimated fuel costs for travel to and from her appointments. We confinned
receipt of the documentation and explained we would review it along with the rest of her file when
completing her evaluation.
On February 20, 2015, we traded phone correspondence with Dr. ********* regarding pre-payment for
their bills and records. We left a message for them asking them to simply fax us their invoice as well as a
W9 with their tax identification number.
On February 24, 20 15, we received a faxed pre-payment invoice from Dr. ********* in the amount of
$30 for the bills and records. We followed up with a W9 fonn, which Dr. *********'s office completed
and returned the same day. We issued payment on February 25,2015.
On FebrualY 26, 2015, we received the medical records and bills from Dr. *********.
On March 9,2015, we received the medical bills from Dr. *********. We also contacted ********** ******** ******* about the status of our request. They indicated that they thought the records had already
been sent. We provided them with our email address and they confirmed they would send the records that
same day. We received the medical records from ********** ******** ******* on March 11, 2015.
Recently we received an email from Ms. ** ***** expressing her concelll as to how long the process was
taking. On June 24, 2015, we completed an evaluation of Ms. ** *****'s claim and have provided her
with an offer based on the i.l1fonnation we cunently have. We also let her know that because she has
Medicare and they made payment on her claim, their reimbursement interest would need to be taken into
account. We confirmed we would work with Medicare to calculate the interest amount.
We understand that Ms. ** ***** is fru strated with the length of time it is taking to settle this matter. It is
always our intention to resolve all claims in a timely manner, but claims involving injuries are, by nature,
more complicated and require more time to obtain appropriate documentation from outside medical
providers. We regret that Ms. ** ***** feels there is a delay, but we assure you that it is in no way
intentional.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

******* ** *****

 

 

 

6/21/2015 Problems with Product/Service | Complaint Details Unavailable
6/14/2015 Problems with Product/Service
6/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had water damage in my unit that was caused by faulty water pipes from another unit. Our management company and the unit owner where the source of the damage was both agreed that he was at fault and he opened a claim with his insurance company claim #******. The agent who had the claim Gina M******* contacted me and from the get go she had made a prejudgment that this claim wont be honored. Her argument was that the insured had a friend who looked at the issue and thought the insured wasn't at fault. Only after i did protest via email that how could an insurance company make judgement via a unprofessional third party did she contact me and said they will send a plumber. not to my unit where the damage was but to the insured unit who has no damages. I don't think I will get a fair decision from the above mentioned agent.

Desired Settlement: I would like for the insurance to repair the damages in my unit that their insured had accepted liability for.

Business Response: Thank you for sending complaint ********, which we received on May 18, 2015. We understand that the
claimant disagrees with our decision regarding the claim. We appreciate the opportunity to address his
concerns.
On May 21, 2015, we spoke with this claimant about this home liability claim. We explained that we are
still investigating this claim and no decision has been made. A contractor will be sent to investigate the
cause of the water damage to his unit. We will determine whether or not our insured is negligent for the
water loss as soon as we have completed our investigation.

6/2/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I’m requesting for the Better Business Bureau to investigate Ameriprise denial of my claims, termination of my policy and its unethical business practices. I was invested with Ameriprise for nearly 10 years, and based my tenure on trust that Ameriprise’s business practices and ethics would benefit the social responsibility to its clients. This is not the case. Both of my claims were denied. The Rep mailed a generic letter and reference seepage and/or peril as the reasons for denial. The letters were written without direct reference to section, subsection and number. My intepretation of the Rep’s letters reference Ameriprise policy Under Section I, Property Protection, Perils We Insure against, #14. “Accidental discharge or overflow of water or stream from plumbing, heating, air conditioning or automatic fire protection sprinkler system or household appliance”, however, under #14, This Peril Does not Apply to Loss, subsection d - Caused by continuous or repeated seepage or leaking over a period of weeks, months, or years. Ameriprise’s policy, under Section I, Property Protection, contradicts subsection d, as mentioned above, against #1 and #14, as mentioned below. A client cannot win for losing with Ameriprise policy, because subsection d will win. It takes a while before water damage appears. The water seeped to the lower section of the floor and formed a pool under and behind the walls and floor cabinets. The date the damage was discovered in both rooms was the dates the kitchen and bathroom were no longer used. The damage was reported to Ameriprise the date the condominium association’s contractor determined that the cause of the problem was isolated to my condominium. Dwelling Coverage, #1. “We (Ameriprise) cover: Fixtures and appliances contained within the residence premises which are part of the building”. Perils We Insure against, #14. “Accidental discharge or overflow of water or stream from plumbing, heating, air conditioning or automatic fire protection sprinkler system or household appliance” 2. Policy Termination Among other things, Ameriprise initiated the action to terminate my home insurance policy on May 28, 2015, after it denied my two claims. The denial of the claims and policy cancellation adds insult to injury. Ameriprise initiated this action due to two reasons: two water damage claims and credit history report. I have been a client of Ameriprise, since 2004. My premiums were paid on time, and starting in 2010 my premiums have been paid annually in August through my mortgage company. 3. Improper business practice – Ameriprise’s claim rep. sought reasons to deny my claims My claim rep did not live up to good faith and fair dealing. She continued to twist policy until she found one that was the ground for the denial. Before the first trade’s person arrived to review the damage, the rep begun laying the foundation to deny my claims, see e-mail chain and letter. During Ameriprise investigation of the claims, the rep sought reasons to deny the claims. From the examples, listed below, the adjusters may have been preprogrammed to deny the claim even before they have set foot on site of investigation. And, the language befuddled me if the claims were being denied before being investigated. Examples Example 1. February 5 letter stated that “… we have to determine where the leak is coming from in the bathroom before we can proceed with the claim. Therefore, there may not be coverage under the terms and provisions of you policy.” Example 2. January e-mail #2 stated “Thank you for providing the bylaws to us for review. According to the bylaws the condo association is responsible for the repairs to the home unless the repairs were upgrades (such as if you changed something from what was originally in the condo when it was purchased). …” Letter February 5, 2015; Ameriprise, stated the following This letter will serve to inform you that we are investigating the above-referenced loss under a Reservation of Rights. It appears (,) we have to determine w (h) ere the leak is coming from in the bathroom before we can proceed with the claim. Therefore, there may not be coverage under the terms and provisions of you policy. For your reference, the applicable portion of your policy states: We cover risk of direct physical loss to property insured under the Dwelling and Personal Property Coverages caused by any of the following perils, unless the loss is excluded elsewhere under this Policy (Purposely created Contradictions within the policy) Perils we insure against- 14. Accidental discharge or overflow of water or steam from within a plumbing, heating, air conditioning or automatic fire protection sprinkler system or (a) household appliance. We will also pay the cost of tearing out and replacing any part of the building covered under (c) Dwelling coverage and on the residence premises if it is necessary to repair the system or appliance from which the water or steam escapes. This peril does not apply to loss: a. To the system or appliance from which the water or steam escapes; b. Caused by or resulting from freezing except as provided in the Peril of Freezing; c. On the residence premises caused by accidental discharge or overflow which occurs off the residence premises; d. Caused by continuous or repeated seepage or leaking over a period of weeks, months or years; or e. To property on the residence premises if the unit has been vacant for than 30 consecutive days immediately before the loss. Email correspondence with Ameriprise and myself between Jan 26 to 28. 1. From me Nice speaking with you earlier. Here’s the By Laws (Insurance is on pages 26-31) and the COI (Certificate of Insurance). 2. From: Ameriprise Thank you for providing the bylaws to us for review. According to the bylaws the condo association is responsible for the repairs to the home unless the repairs were upgrades (such as if you changed something from what was originally in the condo when it was purchased). Please make sure that you file a claim with them for the damages to your home as we would be the secondary carrier for the damages. Since we have the field appraiser assigned we will continue to investigate the loss. 3. From me We are the second owner of the condo, and I think the upgrades do not refer to kitchen appliances. I don't believe that the condo assn. should be held responsible for the original appliances that were installed by the developer 10 years ago. The condo association will not cover the repairs, because it was an appliance that caused the damaged. Their reason is that anything with the interior of the walls is the condo owner's responsibility. Please send me page number and paragraph where you found that statement. 4. From Ameriprise We were looking on page 28 under insurance section 2. We are still investigating the loss, we just wanted to provide you with the information that we found in the bylaws. 5. From me The Damage Insurance section refers to the Assn's Master coverage if the building is damaged. It will restore condos to its original specs.; therefore, if a condo is remodeled it will not replace any upgrades.

Desired Settlement: I want Ameriprise to pay both claims.

Business Response: Thank you for sending the complaint filed by Ms. *** **********, which we received on May 6, 2015.
We understand that she disagrees with our decision regarding her claims. We appreciate the opportunity
to address her concerns.
Claim 1927501 was for damage to cabinetry caused by a leak from the dishwasher. After reviewing the
damage to the cabinetry, we is***d a denial because there had been repeated leaking that caused heavy
damage and staining over a period of time. The damage to the wood flooring on the back side of the
cabinets was more sudden in nature, as there were no long-term indicators that repeated damage had
occurred. We will have our adjuster create an estimate for the flooring repair. Once the estimate is
completed, we will follow up with Ms. ********** to discuss it.
Claim 1927503 was for a suspected leak in the shower. The plumbing was inspected by American Leak
Detection, and no leak was found. Therefore, we is***d a denial, and we were unable to contribute to the
tile and carpeting Ms. ********** removed.
We explain to clients at the outset of a claim that we have to fully investigate the matter before we can
confirm coverage will be available. We are especially clear on that point so clients do not begin repairs
before we have made a determination. We regret that our explanation seems to have given Ms.
********** the impression we made our determination before the investigation began, because that
certainly was not the case.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. 3024.

5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I filled a claim with my insurance company Ameriprise about my awning been damaged, the representative that handled my case looked into it and said that yes that was covered and sent and adjuster to evaluate. The adjuster came and according to him the replacement cost was $526.00, I have $500.00 deductible so they were going to send me $26.00 I told them it looked a little too low and they said that they needed to close the claim but I could get another estimate and send it in and they would revaluate, it is very hard to find a company that replace awning but I found one and the replacement cost is over $8000.00 so I sent it in and that is when they started to totally ignore me, not returning my calls or email. Finally I was able to talk with someone and now they are saying that it is not covered anymore, so in one week the policy changed!!! I have been told and it states on my insurance contract with them that that is covered, it is attached to the house and they need to pay me today replacement cost. I tried to contact a claim supervisor and asked to please give me a different representative, ( the girl I was dealing with was lying and turn me around) I was shocked in one phone conversation she changed 100 times ( they should have the conversation recorded) also they told me that when there is a big difference between their appraisal and the customer appraisal they would send an adjustor to reevaluate. But they won't do it with my case. I also have an Umbrella insurance with them which should help with the coverage. This insurance company is almost a fake they keep their premium very low and now I know that the reason is because they do not cover the customers. I asked over and over to please give me another representative and to send an adjuster but they totally ignored me. They do not return calls or email, and it is almost like if you have a problem they do not want to have nothing to do with you. I have the email they sent me saying that my awning was covered by the insurance, and one week later they told me that it wasn't they are not reliable and it is scary if we think how much we rely on insurances

Desired Settlement: The reason we have insurance is to protect us form any kind of damage and they NEED to honor that, I have always paid insurance they need to honor their contract with me

Business Response: Thank you for sending the complaint filed by Ms. ********* ** *****, which we received on May 1,
2015. We understand that she disagrees with our decision regarding the claim. We appreciate the
opportunity to address her concerns.
In response to Ms. ** *****'s complaint, we reviewed the facts of the loss and reconsidered our position.
We will provide coverage for the damages claimed and, today, have issued payment in the amount of
$8,329.60 based on the estimate provided by Ms. ** *****'s contractor.
We apologize for the frustration Ms. ** ***** experienced during the claims process. It is always our
intention to provide quality customer service and treat all of the parties involved during the claim process
with respect, compassion and professionalism. We regret that we failed to meet Ms. ** *****'s
expectations while settling this claim. The chain of events leading to her feedback has been reviewed, and
we will use what we have learned as an opportunity to improve our processes going forward.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

********* ** *****

 

 

 

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home insurace coverage caneled. Had home insurance coverage since 05-2010 to present. Ameripriseinsurance wants to cancel us for stated reasons. Date of loss 04-17-2013 type of loss Hail damage. This has been the only claim filed on Ameriprise insurance co. Also here it is 2 yrs after claim and they want to cancel our home insurance. They also state due to credit report. We my wife & I did a loan cconsolidation. We did not file foreclosed or bankruptcy. Plus we never was late or missed a home insurance payment nor ever late on our house payment. They state as of 05-31-2015 we will no longer have home insurance. Letter sent to us 04-15-2015 just received letter today 04-20-2015.

Desired Settlement: Ameriprise insurance not to cancel our home insurance policy.

Business Response: Thank you for sending the complaint filed by Mr. ******* ******, which we received on April 21 ,2015.
We understand that he has questions regarding his home policy cancellation. We appreciate the
opportunity to address his concerns.
On April 14, 2015, we scheduled Mr. ******'s home policy to non-renew effective May 31, 2015. While
we acknowledge the hail damage claim that occurred on April 17, 2013, is two years old, it is still a
consideration during our review, as is a credit-based insurance score that does not meet our guidelines.
In response to Mr. ******'s complaint, we conducted another policy review. Regrettably, we are unable
to continue coverage, and respectfully maintain our policy non-renewal.
If you have any questions about this information, you may contact me at I ###-###-#### , Ext. ****.

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was in an accident 03/19/2015 I was seriously hurt and taken to hospital other driver made a left turn in front of me and the state police cited him and said it was his fault. we call my ins and report the accident my 2007 Lincoln I just bought 8 months before and valued at 30K plus was totaled hitting his truck. my ins. had a **** ***** claims rep who was handling the car and garage and he was DEMANDING and threatening me intimidation and trying to force me to do things then a **** **** -e t e called me and acted the same way. we totaled your car and we are giving you 6644 you have 24 hours to take it or get nothing. well I am on medicine from the accident and they should never talk to an I m -pared person then they are demanding and threatening. **** calls my bank and tells them he faxing a letter sign it and send it back and they will over night a check. I don't except the offer then **** sends people to the garage with a check in hand to take my car .. without my permission .. when I asked to speak to a supervisor I get an email saying "my leader said I handled it" talk about aliens ? nasty ones ! and this is my ins co. the trooper sends the info and I call the other guys ins The ******** , and a ******* ** ******** is given the case and he said he will not give me a rental and he must investigate the claim to see who is at fault .. that was a week ago and no settlement yet ? I had full coverage on my Lincoln and according to a lawyer I have limited tort so I can not sue for pain and suffering , but with limited tort My ins co must pay any lost wages , medical bills up to 5K ( and then the ******** pays from there) and ALL OUT OF POCKET EXPENSES . so I sent them a bill and said these are my charges , and they are refusing to pay my OUT OF POCKET EXPENSES . and settle the accident ..

Desired Settlement: I want the accident settled - it was not my fault and the other guys ins (the ********) is playing games just like my ins is doing . car is worth $30K , and my bills OUT OF POCKET EXPENSES need to be paid or at least negotiated . I am a ******** ******* - the VA is 45 miles one way , I need a car. mine was totaled by the other guy. NOT MY FAULT ... unethical, illegal and criminal practices should put the both co. in court - fines costs etc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10575696, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

4/17/2015  1400 hrs -  
just received and read the response from IDS ameriprise on my complaint to the BBB .
 
I do not agree , and It is a lie and cover up and there were unethical practices and illegal activities that need to be addressed .
 
On 3/19/2015  I was in the accident , and called my insurance to report it 
within days they responded and demanded that I GIVE THEM MY CAR from the garage ( email) 
Then they DEMANDED that I take $6644 for the car 
They DEMANDED I settle within 24 HRS or I get NOTHING .
KNOWING I was Injured and on pain killers and muscle relaxers ( THEY PAID FOR THEM) 
trying to take advantage of someone in an altered state of mind... 
They lied to me telling me they got the value of my 2007 Lincoln *** from *** , and when I said I did the same from *** and got higher 
they said NO NO we use **** .   In fine print on **** site it clearly says THEY USE ***  .  
when I got mail from the insurance company on this issue it was dated  3/19/2015 and gave me 5 days to respond -- coming from Wis. 
and they mailed it out 3/22/2015  --- at least 5 days for delivery ... THEY KNEW IT WOULD NOT REACH ME TILL AFTER THIER SET DEADLINE ANYWAY . 
which is unethical at the least ... criminal in nature . 
the Entire time neither the insurance company nor I KNEW who the other party was . 
calling my bank and trying to FORCE them into signing a paper and send it back and then sending a check I NEVER OKED would be fraud , theft, unethical , 
and a few other crimes. 
sending people to the garage with a check in hand to TAKE my car -- was the same thing ... CRIMINAL and unethical  , specially without my consent . 
 
this response says "we appreciate the opportunity to address his concerns "   --  a lie 
They demanded I do , and then when I told them I was filing complaints with the BBB , The state AG , Insurance commissioner , etc . they closed the file and said claim it with the other party .  they had NO intention of doing anything other than trying to steal this car and screw me . 
 
The ysent me a copy of what the appaiser had filed or what they were going by -  
in this email file they said that the damages --- hood which was totally done - would cost  $800 to replace ,  then in the back they  said that prior hail damage  to the hood would cost $1000 to repair .  and the entire estimate was done this way ...  I was told that the "prior hail damage " was "never " to be included .
It had nothing to do with the accident or the damages from the accident and no bearing on the accident . yet the insurance company is trying to falsify legal documents and lie to make up money .... ??   filing false claims is ILLEGAL weather its a customer or the insurance company itself . 
 
If I was NOT at fault for this accident , then  why punish me ? 
 
a 2007 Lincoln ***  - just a shell of the car - is how they ran the value 
when I ran it I ran it the right way and included all the options on the car - and that put this value up where I said . 
 
the letter states - "we followed up with Mr ****** on march 26 2015 to discuss the settlement further "  another lie . 
 
the garage where the car went to after the accident was NOT of my choice , and that garage would not release the car to ME  OR the Insurance company 
unless the bill was paid in full .  I was not paying the bill , I didn't have the money and it was not my fault for the accident ... that would have fallen on the insurance Mine ( IDS Ameriprise or the at fault party ******** )  .  But, the insurance guys Kept demanding I settle and I pay the garage . 
I told them .. YOU want the car out of the garage and not getting storage fees daily then pay the garage ... I will have it moved to my inlaws . 
which they said THEY WANTED THE CAR , and that went on for a few days , until they finally paid the garage and released it to me . 
and THE OUT OF POCKET EXPENSE $100 TO TOW IT THERE .  which they refuse to pay ME . 
 
The letter says "we received an email from mr ****** on april 7 2015 demanding $38000 to settle his total loss claim ."  
"we sent our revised offer with supporting documentation to mr ****** "  A lie  never got a thing 
 
"we also explained that if he files his claim with us and does not agree with our evaluation he has the right to invoke the appraisal clause in the policy as way to resolve this difference "   another lie .  never explained a thing .
 
I sent them emails and asked for paperwork and explanations , I talked to lawyers who sent me a letter to re copy and send them ... 
included in my letter ( written BY INSURANCE LAWYERS )  I said now you pissed me off by screwing with me , and now I am billing you for MY time and all my 
OUT OF POCKET expenses .  My time is worth $1000 an Hour  and late fees after 5 business days are $1M a day .  My OUT OF POCKET expenses are a pair of pants destroyed in the accident , my vest $3000 that was cut by medical personel  due to the accident , I cannot locate my dash cam or radar detector , nor my police scanner , all were in the car and now missing .  OUT OF POCKET EXPENSE to replace .  
 
They sent me a little hand book that says "I cant sue them for anything " 
they sent me an email saying they are not responsible to pay me anything for out of pocket expenses . 
 
however , as I told them ,  I called ******* and ********** and talked to the attorney , who said " you have tort on your policy , full or limited " 
and explained "full tort means you can sue for pain and suffering 
Limited tort  ( which we have )  you get ( GET )  paid wages lost to the accident ,  medical bills  ( up to $5K by your insurance company and anything over goes to the other LIABLE insurance company - the ********)  and ANY AND ALL OUT OF POCKET EXPENSES . 
 
I asked for $30K for a new car - OUT OF MY POCKET EXPENSE 
my vehicle I traded in on the Lincoln was $2500 -- THATS AN OUT OF MY POCKET EXPENSE and I don't have a trade now 
I have 8 months of payments on the loan for the Lincoln at  172.58 or $ 1380.64  OUT OF POCKET  
I told them my wife took off work to take me to the drug store and the doctor and to theropy - losing wages and use of gas 
I told them they would be responsible for any and all legal fees , including my lawyer costs , court fees, filing fees , and any criminal charges and fines and costs .... 
 
 
THEY LAUGHED IT OFF . 
THEY SAID I WAS CRAZY and I DONT GET PAID ANY OUT OF POCKET EXPENSES .
 
THEN WHY IS IT LAW TO HAVE TORT ON YOUR POLICY ?  ( YOU MUST HAVE IT ) 
 
Mr **** ***** - property damage claims rep   ( phone calls , emails ) 
Mr **** ******** -  Total loss claims rep         ( phone calls and emails )
ms **** * *****  -  ****** ********* *******   (email ) 
mr ***** **** -  ( called my house one time and would not talk to my wife just said "have him call me "  I never did .) 
mr ***** ******** - ********** ******* auto claims   ( Have NO clue who he is)  
 
No I do not agree or settle with a letter full of lies . 
these people have tried to intimidate me , bully me , tried to force me to do things , gave me time frames that were insane and not even existent , 
They tried to scam the bank and bully them into a settlement without my consent ,  they tried to bully the garage ,  
They lied , they are committing fraud , theft ,  and scamming people .
when you question them they run and hide and try and get rid of it - cover it up - hide it- change the claim # 
they falsified legal documents  
They try to file claims that are untrue 
Unethical practices 
I am not the only victim here ,  the BBB and AG and others SHOULD be investigating and then go after the company for civil and criminal activities  
to protect the people , the consumers , who are forced to deal with insurance companies .  
Insurance companies are real quick to take the MILLIONS of dollars from the people and Invest it to make BILLIONS  which is good  business 
But when someone has a claim , to treat them like crap and lowball them and try to steal the car and leave the victim in a lower state is criminal .
By the way - the ******** 1st offer was a lowball offer as well but it was $2000 higher than my own ins co. offer . ??? 
which leads to say ,  the car is worth more .... as I claimed it was .  
 
My bank stands behind me and told me , you have a loan on this Lincoln , and you have FULL coverage insurance . That means and the insurance company KNOWS that when the car is totaled they must at least satisfy the bank loan . They can NEVER under pay the loan .  
 
The garage told me that he has dealt with the insurance companies for over 30 years , and they always lowball offer you first . 
never heard of them trying so hard to steal a car ?  also told me that there is  "gap " insurance ... meaning that if they pay lower than your loan the bank has insurance on your loan (gap) that picks up the rest .   the bank denied this of course .  
 
The lawyers told me the same things ,  they don't want to pay anything , and will fight to NOT pay. 
That's why there is courts , and state agencies and federal agencies set up , to knock on their door and tell them , hey what are you doing . 
to demand is illegal , to talk with you knowing your on medications is unethical and criminal , to try and intimidate you is criminal , 
to try and steal the car from the garage without your written consent was criminal ,  to try and connive the bank into taking a settlement without your written consent was criminal .   
 
need I say more ? 
They sent me emails to prove it all , from them, to me . 
they sent USmail   as I said ... 
 
No , I wont let them off the hook , 
I sent them an email about the ******** and the offer they told me , the money and they said I was at 10% fault for the accident .
I was NOT at any percent at fault ,  they said I never tried to avoid it , and said they concluded that by statements and  impact .
and I asked MY insurance IDS ameriprise  WHAT they will or can do about it ( email )  and they NEVER responded . 
When you get in an accident , that's not your fault , you would think YOUR own insurance company would do anything to help you and not terrorize you or threaten you or screw you ?  
 
The BBB needs to go back and do a complete investigation , find claims , like the irs - 7 yrs ... and see what the outcome was . 
did they handle it right ?  did they forge documents / lie ?  did they threaten ? Intimidate?  etc .... 
then file appropriate actions and send copy to me , to the PAAG , PA ins commissioner , PA consumer protection agency ,  USAG , and any one else you see fit .  
 
I will be filing on the ******** insurance company as well . 
 
Thank you 
******* **** ******  

 

 

Business Response: Thank you for sending the complaint filed by Mr. **** ******, which we received on April 13, 2015. We
understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concerns.
Mr. ****** reported this claim on March 19, 2015. We assigned an independent appraiser to inspect the
damages to his vehicle. On March 25,2015, we contacted Mr. ****** to inform him his vehicle was
deemed a total loss, and we offered to pay $7,644.72 less his $1,000 deductible to settle his claim. He
said the offer was not acceptable and the loan on the vehicle was greater than our offer. He also inquired
about filing the claim with the responsible party's insurance company - which we said he could do.
We followed up with Mr. ****** on March 26, 2015, to discuss the settlement further. We also informed
him we wanted to have his vehicle removed from the repair facility where it was located so we could
assist him in mitigating the storage costs that were incurring.
On March 27,2015, Mr. ****** informed us that he wanted to move the vehicle to another location and
file his claim with the responsible party's insurance company. Therefore, we verified the charges with the '
repair facility, and we overnighted them a check to release the vehicle so, per his request, Mr. ******
could take possession of his vehicle.
We received an email from Mr. ****** on April 7, 2015, demanding $38,000 to settle his total loss claim.
We obtained an additional vehicle evaluation, which increased our offer to $7,897 less his $1,000
deductible. We sent our revised offer with the supporting documentation to Mr. ******. We also
explained that if he files his claim with us and does not agree with our evaluation he has the right to
invoke the appraisal clause in the policy as way to resolve this difference.
On April 14, 2015, we sent Mr. ****** another communication outlining our current offer and reiterating
his right to invoke the appraisal clause to resolve this difference.

Business Response: Thank you for sending the complaint filed by Mr. **** ******, which we received on April 20, 2015. We
understand that he disagrees with our decision regarding the claim.
We believe our previous response addresses all of Mr. ******'s concerns. We have no new information to
provide and our decision remains unchanged.
If you have any questions about this information, you may contact Mr. ***** **** at I ###-###-####,
Ext. ****.

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2011 I, ******* *. ******* and *** * ****** were victims of a fire in ************ **. Ameriprise Auto and Home Insurance was our carrier at the time, Claim Number ***********. The claim was handled and restoration was completed. Today, April 17, 2015, I received a phone call from my sister who is in ********* **. This claim, with be being reported on hers and her husband ********** Insurance Report! At no time were they on the policy, nor have they live in **. Ameriprise is reporting fraudulent and inaccurate data that is causing financial burden on individuals not associated with the claim.

Desired Settlement: This report must be corrected, notice sent to my self as well as Mr. and Mrs. ****** in ****** when the correction has been made. Additionally, any adverse effect that this has had on the cost of their homeowners insurance with a different company should be resolved by Ameriprise (IDS).

Business Response: Thank you for sending the complaint filed by Mr. ******* *******, which we received on April 20, 2015.
We understand that he has some questions regarding the reporting of his 2011 home claim. We appreciate
the opportunity to address his concerns.
When this loss was reported on December 13, 2011, there were two named insureds on the policy:
******* ******* and *** ******. We are unaware of why any records would overlap with those of our
insureds' relative.
For proper review and remedy, we suggest that Mr. ******* contact ***** ***** at ###-###-#### as
they track claims reporting. Upon Mr. *******'s request, ***** ***** will forward us their report record of
this claim to confirm information accuracy.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

5/2/2015 Problems with Product/Service | Complaint Details Unavailable
4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November, 2014 I became a victim of identity theft where someone made an unauthorized transaction from my checking account. Once it was discovered the bank suggested I close that account and open a new checking account. While I worked through the process of doing so, all of the direct billing accounts were not paid for that month - the auto insurance payment with Ameriprise was one of them. By the time I got matters situated to where I could utilize the checking account it was shortly before or after the holiday. I then contacted Ameriprise attempting to make arrangements to pay the insurance premium for that month, I was verbally told they cancelled the policy. I found that to be odd since the only payment due at that time was the payment for that month. A few days later I received a cancellation notice in the mail. I was left with no option but to obtain other insurance. While trying to work with a busy schedule, I took time to contact a few companies to compare rates, etc. which took a few days, I then secured a new policy. I contacted my advisor with Ameriprise and explained the situation, he put me in touch with someone in a position of authority who could assist. I was then contacted by Ameriprise offering to resintate the policy, I explained that I would like to do so but needed to wait until January/February of 2015 to do so because I could not afford to have money tied up around the holidays waiting to get reimbursed, etc. I contacted Ameriprise in January/February, spoke with the same person, paid the premium and reinstated the policy. I explained that I wanted to keep the coverage, etc the same and OFFERED to provide a copy of the insurance I had at the time. At no time was I informed that I needed to do anything other than pay the premium. A few days later I received a packet in the mail which I assumed was the insurance cards (also emailed to me) and the policy. About 30 days later I received a notice that my insurance premium was going to increase for the next couple months, I called to find out why. I was then told I did not complete the application and provide a copy of the prior insurance and health card. I provided the information, a few days later I received another notice about a premium increase, I again called to find out why and also contacted the person I dealt with previously. I was told that because there was a "gap" in insurance my premium would be increased by almost $200. Now, I'm being given the song and dance about what the written policy is, etc. etc. The situation that occurred with my checking account was unforeseen and beyond my control. However. Ameriprise chose to arbitrarily cancel my policy - without notice - which caused me to have to find insurance elsewhere. If there was a "gap" in insurance it was for no more than a few days. Why should I be penalized in paying a higher premium for the next six months - which I was told is no big deal - when they could have rectified the situation entirely. Ameriprise was only concerned with receiving premium payments and finding ways to increase those payments and not work in the best interest of their customer. In my last communication, in so many words, I was told there was nothing I could do about it and I had the option of taking my business elsewhere. Prior to filing this complaint. I did some research online only to find out there are over 100 complaints against company for similar occurrences including POOR customer service and price hikes. I also consulted with an attorney and the insurance commissioner in my state, both of which disagree with the manner in which Ameriprise handled this situation. Note: All of the dates mentioned in the subsequent page are estimated timelines, not exact dates - contact was made with Ameriprise in November, 2014, January/February, 2015 and again in April, 2015.

Desired Settlement: My insurance premium should be restored to the price quoted when the policy was reinstated. I would also like for this information to remain in the BBB file for future reference regarding Ameriprise.

Business Response: Thank you for sending the complaint filed by Ms. ******* ******, which we received on April 22, 2015.
After a discussion with Ms. ******, we have agreed to continue her auto policy at the rate she was
originally quoted on December 8, 2014.
Ms. ****** has been advised that her premium will remain the same, and she was pleased with the
outcome of this matter. We regret there was any confusion regarding our requirements.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

******* ******

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been insured for my homeowners insurance through Ameriprise since August 2013. I pay the entire years policy ahead of time through an escrow account. About a month ago, I chose to increase my coverage which would cost me an additional $100 for the year. They said they would charge my CC on file for this charges. They did not verify the card on file, and I assumed it was correct. I was out of town for quite some time, and came back to ONE notice from Ameriprise. They were notifying me that the card was not able to be charged and I would need to submit payment by a certain date or else my policy would be cancelled. By the time i returned to town and read this letter, the date has passed. I called anyway to make the payment and pay any late fee associated with. Ameriprise told me that because I did not pay this on time they have cancelled my ENTIRE insurance policy and I would not be allowed back in to their policy. After speaking with 3 or 4 different employees and supervisors, they all said there was no way to allow me to reinstate my policy. This struck me as shocking, as I have already paid for my entire policy ahead of time. It was my choice to increase coverage. They should have verified my card on file. If I knew this was at risk I would have paid the same day. I could not believe they cancelled not only my additional added coverage, but my total coverage that has already been paid for. I had a flood in August and had to make a claim for this. I believe they are forcing me out of their policy because of my low premium pricing and recent claim. I do not believe they have the right to "kick me out" of my policy that I already paid for because of a cancelled credit card. I did not receive a bill or any phone calls from them trying to collect. Only the one notice. They cannot rely on 1 piece of hard mail to be sent to collect. I am now forced to find a different insurance company, and I am going to be paying double the price.

Desired Settlement: I would like for them to offer my policy back and the price I paid, or compensate me for the trouble and difference in price I must now pay with a different company.

Business Response: Thank you for sending the complaint filed by Mr. ***** *****, which we received on April 14, 2015. We
understand that he would like a more detailed explanation of why the policy was canceled. We appreciate
the opportunity to address his concems, and we believe the following timeline will help provide
clarification:
• On February 26, 2015, Mr. ***** contacted us to add additional coverage to his home policy. He
asked how the additional premium would be paid, and we explained that the payment would be
charged to the credit card on March 18,2015.
That same day, we emailed the revised documents along with a credit card charge notice. The credit
card charge notice provided the date of the charge, amonnt of the charge, and the last four digits of
the credit card.
• On March 18,2015, we attempted to charge $100.00 to Mr. *****'s Visa ending in ****. The
payment was returned to us as a decline.
• On March 19, 2015, we mailed Mr. ***** a notice of pending cancellation to the address on file,
explaining that we would need payment by April 3, 2015, or the policy would cancel for non-payment
of premium.
• We did not receive payment from Mr. ***** by April 3, 2015; therefore, the policy cancelled for nonpayment
of premium. We mailed notification of the cancellation to Mr. *****, along with a refund for
overpayment of premium after the cancellation.
• On April 9, 2015, Mr. ***** contacted us to request policy reinstatement. We denied his request due
to a lapse in coverage and break in the contract when the policy cancelled for nonpayment of
premium.
We acknowledge and appreciate that Mr. ***** had been a long-term client, and we are truly sorry we are
unable to offer him coverage. Regrettably, we are unable to change our decision after reviewing tlus
situation a second time.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refuses to renew policy after cancelled under false pretenses. I had policy # ********** with Ameriprise via ******. My vehicle was totalled 3/6/15 and I only had PLPD coverage. I called customer service & advised of the situation. The rep asked me if I was going to get a vehicle within the next 30 days. I said I wasnt sure. He then stated he cancelled the policy effective today. I found a car and went to insure it and was advised because my policy was closed I would have to be insured with another carrier for a year. I asked for a supervisor, her name was Jenna on 3/18/15 at ###-###-####. She listened to the call and confirmed I was never given the option to keep the current car on the policy and swap it to the new one. She stated she was going to make an exception and reopen the policy. She asked if I had anything I needed to report I said just that accident but I wasnt making a claim and neither was the state. She then said she had to run it past underwriting she called me back on 3/19/15 at 230pm and advised they will not reinstate the policy. I immediately started shopping for rates & they are triple what I was paying. This is causing me severe financial hardship & will not be able to afford a vehicle. I called back one more time to ask the reason for the denial and I was told its because of my driving history but also because "there was a lapse in coverage." I told her there was no lapse in coverage and she said "technically there was when you cancelled on the 6th" So in the end I cant afford a car I cant keep my job without a car and its all because the original person I spoke with didnt provide correct and adequate information for me to make an informed decision. Had that information provided none of this would've happened. Especially given that the supervisor referenced above was able to verify that fact they should be required to make an exception and reopen my policy.

Desired Settlement: As stated above I feel that Ameriprise should be required to reopen my policy as if the person had provided correct information. I wouldn't have be "re underwritten" had I simply swapped the vehicles out on the policy which, again, I was never advised that was even an option.

Business Response: Thank you for sending the complaint filed by our insured, which we received on March 23, 2015. We
understand that he would like further explanation as to why his policy was not reinstated. We appreciate
the opportunity to address his concerns.
On March 6, 2015, our insured contacted us and requested we cancel his policy because he no longer had
a vehicle. During that conversation, our representative asked our insured if he would be purchasing a new
vehicle within thirty days. When our insured stated he did not know, our representative asked if he would
like to have the policy cancelled. Our insured responded "yes".
On March 18, 2015, our insured contacted us to request reinstatement of his policy as he obtained a new
vehicle. At that time, our insured disclosed he was involved in an accident on March 6,2015, and was
cited for driving too fast for conditions. Since he was involved in this accident, he no longer qualified for
coverage; therefore, we were unable to reinstate his policy.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Business Response: Thank you for sending the complaint filed by Mr. ***** *****, which we received on April 15, 2015.
Mr. ***** asked us to consider reinstating the coverage without a lapse. We have reviewed his policy and
we are willing to do so provided we can verify there have been no losses and that we receive payment.
We contacted Mr. ***** on April 21, 2015, to offer him reinstatement of his policy without a lapse in
coverage. We are currently awaiting his response.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:


I was able to successfully reinstate my policy and provided them payment.

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

Regards,

 

***** *****

 

 

 

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had some collision repair done through the Ameriprise's claims process at a local body shop. Before my vehicle was released into the body shop's custody my vehicle was in full working condition. When I picked up my vehicle at the body shop I discovered that the driver's side mirror wasn't working anymore. I complained to the body shop (my vehicle still parked where they had left it for pick-up) and they stated that they could not correct the issue and that the dealership had to correct the issue. I had the dealership diagnose the issue and they had to correct the body shop's mistake since the body shop stated that they could not correct their mistake. The body shop refused to pay for the expenses that I incurred as a result of correcting the body shop's mistake. Ameriprise argued that they could not relate the mirror issue with my vehicle being in the body shop's custody even though I provided evidence that the mirror was functional before the collision repair. The body shop cannot account for every second that my vehicle was in their custody and if anything on my vehicle was defective during the collision repair then all repairs would have stopped and I would have been contacted immediately, but no such documentation or notification was received. Ameriprise refused to resolve this matter for the sake of closing the claim. They even stopped responding to my emails. I pleaded with Ameriprise and they refused to honor their obligation as an auto insurance company to make sure that my vehicle was returned to me in the same working condition that it was in before the collision repair. Ameriprise had the option to provide me with restitution and pursue their right of subrogation to recover the costs from the body shop, but they refused to pursue that option. They failed me as a policy holder and failed to meet their obligation as an auto insurance company to make sure that a customer receives his/her vehicle in the same working condition that it was in before the collision repair.

Desired Settlement: 1) Dealership Diagnostic and Repair: $396.71 2) One-Day Car Rental: $57.59 Total: $454.30

Business Response: Thank you for sending the complaint filed by Mr. ***** **, which we received on March 27, 2015. We
understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concerns.
The damage to our insured's 2013 Kia Optima that resulted from the February 4, 2015, accident was to
the passenger side fender and front bumper. The damage allegedly caused by **** **** ********* is to
the driver side mirror, and likely the result of a loose ground wire connection on the left frame rail located
under the battery.
**** **** ********* verified they did not work on the driver side of Mr. **'s vehicle, nor would they
have reason to do so because the repairs were completed to the passenger side fender and front bumper.
We are truly sorry Mr. ** experienced this unfortunate event, and we understand this is not the outcome
he would like. Regrettably, after reviewing the facts of the loss a second time, we respectfully maintain
our . position. and can be of no further assistance to Mr. ** in recouping the expense he incurred for the
mirror repair.

Business Response: Thank you for sending the fourth complaint fil ed by Mr. ***** **, which we received on March 31,
2015.
We believe our previous three responses clearly explain our position and our decision remains unchanged.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10550322, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** **

 

 

Morning Mr. **********,

 

I just wanted to thank you for your time in mediating my complaint against Ameriprise regarding my loss on 3/10/2015 at **** **** ********* Collision Center. Below is my fifth iteration (not fifth complaint) of my complaint against Ameriprise:

 

I just wanted to reiterate how disappointed I am with Ameriprise and how my complaint against **** **** was handled ever since the beginning on March 10,2015 (the day that I picked up my vehicle from **** ****). **** **** made an argument that did not exempt them from their legal obligation to correct their mistake and Ameriprise only justified **** ****’s excuse by refusing to assist me further in pursuing restitution for correcting **** ****’s mistake. As a policy holder I have the right to have collision repairs performed on my vehicle without having to concern myself about other parts of my vehicle being disturbed during the collision repairs. It is a known fact that body shops are responsible for vehicles that are in their custody. Custody is defined as the protective care or guardianship of someone/something. The alleged grounding cable should not have been disturbed while my vehicle was in **** ****’s protective care and guardianship, but someone had disturbed the grounding cable while my vehicle was in their custody resulting in the unresponsive driver’s side mirror. I provided evidence that the driver’s side mirror was functional prior to releasing my vehicle into **** ****’s custody, but Ameriprise continued to refuse my plea for justice. As an auto insurance company Ameriprise is obligated to make sure that my vehicle was returned to me in the same working condition that it was in before the collision repairs. **** **** refused to honor their warranty (which states that they warrant all workmanship as long as I own my vehicle) and **** **** refused to honor their legal obligation to correct their mistake. Ameriprise had the means to help me recoup what I had lost, but continued to refuse such service. This resulted in wasted weeks of my time and energy in tr**ng to recoup the expenses that I had lost as a result of correcting **** ****’s mistake which is very unacceptable.

 

As an automobile owner I can no longer trust Ameriprise as an auto insurance company to take care of my vehicle in the event of future accidents (God forbid) and I have lost all confidence that Ameriprise will represent me during future disputes against body shops that refuse to honor their warranties and legal obligations to correct their mistakes.

 

For the record, my complaint against Ameriprise has not been resolved. As a full-time employee I do not have time to waste on making continued pleas that will only fall on Ameriprise’s deaf ears. I can no longer hope that Ameriprise will grant me justice for the injustice that I experienced resulting from releasing my vehicle into **** ****’s custody. I just hope and pray that I will never have to experience such injustice with future insurance companies.

 

Thanks again Mr. **********,

***** **

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home Insurance Claim filed 2/20/15 - 6 weeks later still no contact for settlement. 1/3 of our home unusable due to the water damage. Timeline on process as follows:2/20 claim started (Claim *******)2/23 Claim adjuster, did inspection (independent)3/2 phoned Ameriprise was advised contact for our inside handler and they were awaiting final inspection report from adjuster3/13 phoned inside handler still waiting info off inspection report identification of the wood.3/20 phoned inside handler they cannot find source on the wood flooring, advised we have samples. Ameriprise sending adjuster out to pick up sample. Adjuster stopped by that afternoon took him through the basement again with questions on the damage / claim. Adjuster did not include some of the damages in initial report (cabinets in shop / back storage room) flooring/cabinet damage in media room. Photos taken and texted to adjuster at that time and he advised he would be amending report.3/27 - phoned ***** ******** for status update. Notified that all information was now in and file turned over to settlement. Inside handler advised we should have an answer early next week.4/2 phoned inside handler for status update file still in settlement review. Asked to speak with someone in settlement about this told there is no contact so then asked to speak to a manager or supervisor on this as we are now 6 weeks with 1/3 of our house torn up. Inside handler advised he would have someone phone me. Asked if we need to seek an attorney to get this moving.All contact after initial email on 2/20 confirming our claim number has been from us. Ameriprise has never initiated any contact or offered any information / status on this claim.

Desired Settlement: Prompt attention and resolution to our claim so we can get our home put back together. We need this matter within Ameriprise turned over to someone who actually wants to work for the clients who pay their insurance and in essence should be classified as their employers - without their customers they would not be in business. This company has from what I have experienced extremely poor customer service.

Business Response: Thank you for sending the complaint filed by Ms. ***** *******, which we received on April 2, 2015.
We understand that she feels there was a delay processing the claim. We appreciate the opportunity to
address her concerns.
We received the notice of loss on February 20, 2015. We assigned ICA Claims to contact Ms. ******* to
discuss the full extent of damage and to coordinate an inspection. ICA inspected the home on February
23,2015. The adjuster observed damage from a frozen pipe that burst causing water damage and created
an estimate for the needed repairs. Due to some difficulties identifying the product used on Ms.
*******'s floors, a sample was sent to Itel to confinn both the identification and pricing of the existing
flooring.
ICA completed their estimate and forwarded it to us for review on March 28, 2015. We have completed
our review of it and have approved the repairs in the amount of $13, 193.97, less the policy deductible of
$1,000. Payment is being issued today, and ICA will follow up with Ms. ******* to discuss the repairs
and payment.

Business Response:

Thank you for sending the follow-up complaint filed by Ms. ***** *******, which we received on April
6,2015, We appreciate the opportunity to address ber additional concerns.
We have reviewed the estimate prepared by ICA Claims again. The estimate was prepared based on the
visual inspection of the observed damages. The floor pricing and type were verified through a third-party
company, ****.
If you would like to submit an estimate from a contractor of your choice, we will review it an attempt to
reach an agreed upon price for the needed repairs.
We apologize that the initial check was issued with ***** ******* listed; that payment was voided and
reissued on April 9, 2015, without any lienholder listed.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   We still have a few outstanding issues which I am told are in process and hope for timely resolution - first being the payment for water extraction done by ******* ******* and the second being aonal damages not covered by initial settlement check.  A second adjuster inspected the damage yesterday and will be submitting his findings and hopefully the necessary adjustment will be made accordingly.

Regards,

 

***** *******

 

 

 

4/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bill for my car insurance went from $900 to $1700 and then again to $2400 (for every 6 months).When I questioned, all they could tell me was... well, you had a new vehicle (ok, maybe worth a small increase) and then they said "you had violation 2 years ago and another one 3 years ago!"Absolutely unacceptable. They are increasing the rates as they feel like.

Desired Settlement: I want to be refunded for the difference between the $1700 (each six month) and $2400 (each six month).

Business Response: Thank you for sending the complaint filed by Mr. ******** *****, which we received on March 11,2015.
We understand that he would like additional details surrounding a change in premiwn. We appreciate the
opportunity to address his concerns.
Upon Mr. *****'s policy renewal effective June 5, 2014, his policy premium increased from $906.90 to
$1,766.90. The premium increase was due to the addition of two violations to his driving history. This
resulted in a premium surcharge as well as the loss of the Good Driver Discount.
********** Proposition 103 does not "require" a specific surcharge for violations; however, it does require
that driving history is the first and most heavily weighted consideration in the detennination of premiums.
Although there are many factors that affect auto insurance premium, because driving history is given the
most weight in the rate making process, surcharges for violations and accidents are significant.
Mr. *****'s premium increased again from $1,766.90 to $2,435.87 when the policy renewed effective
December 5, 2014. This premium increase was due to a new vehicle on the policy and an increase in his
anllual miles driven.
The rates used to calculate Mr. *****'s premium are the same rates used to calculate all of our **********
policyholders' premiums. These rates are filed and were approved by the ********* Department of
Insurance, and we are not allowed to deviate from them.
We understand that in today's tough economic environment that an increase of any amount is a difficult
message to receive, but we must occasionally make rate adjustments to align the premiums we charge
with the risks we insure. We make these adjustments to ensure that we are able to fulfill our promises to
policyholders when they have suffered a loss.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** *****

 

 

 

I have reviewed their response and I absolutely do NOT agree. The two violations they are referring to happened way before the renewal (one of them happened close to 2 years prior), therefore had nothing to do with the renewal.  I also questioned (and still question) the % of the increase.

In regards to the 2nd increase, here as well, I do question their (amount and or %) increase - also, when I called to complain, the lady on the phone told me that "they hare charging me what they have to charge me LEGALLY" - I understand the increase, but she was clearly making it sound like that increase (and the amount) was dictated by law. The increase might be a must, but here again, I definitely question the specific increase amount or increase %.

thank you

******** *****

Business Response:

Thank you for sending the follow-up request regarding the complaint filed by Mr. ******** *****, which
we received on March 20,2015. We appreciate the opportunity to address his additional concerns.
First, we would like to apologize for and correct an inadvertent error in renewal dates contained in our
initial response. Mr. *****'s policy premium increased from $906.90 to $1,766.90 for his renewal
effective December 5, 2013, not June 5, 2014.
Mr. ***** expressed concern with the timing of when his violations affected his premium. According to
the Rule Manual that we filed with and that was approved by the ********** Department of Insurance, a
violation shall be chargeable as of the date the company has been made aware of such violation. Each
charge shall apply for a period of three years following the first renewal after the conviction date.
Mr. ***** currently has two violations on his driving record.
The first violation for failure to obey a traffic signal occurred on February 17,2012. We were first made
aware of this violation on July 29, 2013, so it became chargeable with Mr. *****'s following renewal on
December 5,2013. When the policy renewed on December 5, 2014, this violation was still within the
three year period following the conviction and was still chargeable.
The second violation for driving too fast for conditions occurred on April 18, 2013. We were also made
aware of this violation on July 29, 2013, which became chargeable with the renewal on December 5,
2013.
Regarding Mr. *****'s concerns about the specific premium increases, we occasionally make rate
adjustments to align the premiums we charge with the risks we insure. We then file these rates with the
********** Department of Insurance for their approval. The increases Mr. ***** experienced on the
renewals dated December 5, 2013, and December 5, 2014, were approved by the ********** Department
of Insurance. We must legally adhere to these approved rates for all of our ********** policyholders and
we are not allowed to deviate from them.

We regret that Mr. ***** chose to cancel his policy with us, but we hope this additional information
explains the reason for the premium increase.

3/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I receive a premium notice to pay for our auto insurance and a few weeks later call us that the premium notice is incorrect and increase our premium by $ 250.00 fir 6 months. Due to their error, they said that the premium should be $ 250.00 higher.

Desired Settlement: I want them to honor the first premium notice.

Business Response: Thank you for sending the complaint filed by the insured, which we received on March 9,2015. We
understand that he would like additional details surrounding a change in premium. We appreciate the
opportunity to address his concerns.
We sincerely apologize for the inconvenience this situation has caused our insured. On March 5, 2015,
we sent a letter explaining that during the processing of his auto insurance renewal the factors needed to
correctly rate the policy were not applied. Because of this, the premium stated on the renewal declaration
page was incorrect - it was lower than it should have been.
More specifically, the premium on the renewal declaration page did not reflect the changes resulting from
an at-fault accident on December 11 , 20 14 involving our insured. Therefore, we sent an amended
renewal declaration page to our insured showing the correct premium. In addition, we made a courtesy
call on March 6, 2015, and advised our insured of the updated information.
We are unable to honor the first premium notice as it would not accurately reflect the rating factors of our
insured's policy. We feel our actions and efforts are in good faith and properly set our insured's
expectations for the renewal of his policy on March 30, 20 15.
If you have any questions about this information, you may contact me at * ***** ******** * **** *****

3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with Ameriprise for auto insurance of over a year. When I opened the account I explained to them that I own a home in ********** ****** ** where I keep my car that is only used on weekends. I also rent an apartment in NY city where I spend most of the week. My billing address was the apartment in NYC but the home address was the ********** ***** address. They were fine with this set up and my 6 month premium was just over $400. This was renewed twice with no problem. This past December, on the 27th, my policy was renewed for $454. It was an automatic payment in full. Three days later my policy was reevaluated and my premium jumped to over $1100. When I inquired they told me I had to show proof of my residence in ********** *****. I provided them with a copy of my mortgage statement, an electric bill and a propane bill. All in my name. They had an excuse for every item as to why it was not enough proof. Although they did not explain why the mortgage bill was not enough. I decided to not waste my time and go to *****. When I called to cancel my policy with Ameriprise today they informed me they were only going to refund me $130 because this refund is based on the $1100 premium. When I renewed my policy it was for $454 for 6 months. The policy was only in effect for a month and a half. I should be receiving back $300. They should not have the right to lock me into the higher premium. They automatically deducted the lower price for the policy and then informed me of the increase after I was already locked in. That is not honorable business practices.

Desired Settlement: I want a full refund.

Business Response: Thank you for sending the complaint filed by Ms. ********* ****, which we received on February 17,
2015. We understand that she disagrees with our decision surrounding the increase in premium. We
appreciate the opportunity to address her concems.
Based on the information Ms. **** provided and our second review of the matter, we will backdate the
address change and refund the additional unused premium of $190.59 as a courtesy to Ms. ****.
We called Ms. **** on February 20, 20 15, and informed her of our decision. We also applied the refund
of $190.59 to her credit card.
If you have any questions about this information, you may contact me at * ***** ******* ** **** ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

********* ****

 

 

 

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 29, 2015; I contacted Ameriprise to pay my auto insurance premium via telephone. I was then informed that my coverage was cancelled as of January 15, 2015. I am aware that my original due date was January 15th, and called immediately when realizing that it had not been paid as of the January 29th. I asked them about the grace period that usually comes with auto insurance policies, and I was then informed that Ameriprise did not extend a grace period for My Policy. I have yet to understand such a rule. I then asked them as to why I was not contacted in regards to my policy, cancellation, changes, etc. The response of the representative was "Please hold while I check the date that a letter was sent to you". He returned and stated that he did not see any notice that was sent out to me. I then asked if my policy would be able to be reinstated, with the response of (after putting me on hold) "Unfortunately, we can not reinstate your policy". I then asked if there was anyone else that I could speak with in regards to this issue and I was transferred over to a female representative that seemed a little annoyed that I didn't understand why my policy was cancelled without any warning to me. She also quoted some rather outrageously high amounts from Progressive, which I did not consider. On February 2, 2015; I received a letter of cancellation from Ameriprise dated January 29,2015; the date that I had actually spoken with Ameriprise. Ameriprise mailed the letter out to me AFTER I called to make the payment, and after they informed me of the illegal cancellation. This breech of contract by Ameriprise caused me to have a lapse in insurance, which caused me to obtain a less acceptable record with other insurance companies as well as a fee from the DMV (which I was told to expect

Desired Settlement: I would like to be reimbursed for the increase in my insurance premium, due to the lapse caused by the breech of contract by Ameriprise. I would also like to be reimbursed for the fee to be imposed by the DMV.

Business Response: Thank you for sending the complaint filed by Ms. ***** ********, which we received on February 9,
2015. We understand that she would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address her concerns.
• On December 16,2014, we mailed the January 15,2015, renewal offer to Ms. ********. Included in
the renewal package was a premium notice in the amount of $328.34 with a due date of January 15,
2015. The premium notice states, "Failure to pay the premium by the due date wi ll result in the
cancellation of your policy."
• We did not receive payment by January 15,2015; therefore, the policy lapsed because the renewal
premium was not paid on time.
• On January 29, 2015, Ms. ******** contacted our Client Service department and requested
reinstatement of her policy. We declined the request because there was a lapse in coverage and a
break in the contract when the policy cancelled for nonpayment of premium. We mail ed notice of
cancellation to Ms. ******** on January 29,2015.
We understand that this is not the outcome Ms. ******** would like; however, after reviewing the matter
a second time, we respectfully maintain our decision not to reinstate her policy.
If you have any questions about this information, you may contact me at * ***** ***** **** ****.
Sincerely,
******** **** ****** ****** ******* ********* *******
lOS Properly Casualty Insurance Company
Ameriprise Auto & Home Insurance

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

Although I appreciate Ameriprise taking the time to respond, my complaint was also confirmed.

I stated that I was aware of the notice to pay by January 15, 2015. I also stated that there was no "grace" period which is usually given to the insured. Things do tend to happen in life, to everyone.

I also stated that there was no notice or phone call to make me aware that my policy was going to be cancelled.

Also, as the respondent did state, there was a letter sent out to me dated January 29, 2015.  Unfortunately, that was after I called to pay my premium, not before.

Last but not least, I did not originally call in to request that Ameriprise reinstate my policy. I called in to PAY my premium. After I was informed during that phone call that my policy was (without previous notice) cancelled, I asked that they reinstate my policy.


A simple phone call or cancellation notice, which most (excluding Ameriprise) insurance companies do send out to their insured, would have prevented such unnecessary problems.  A lapse of insurance, due to the failure of the insurance company to notify the insured, is simply ridiculous...especially if the insured has never encountered "lapse in insurance" before, with any insurance company.

I also would like to know how Ameriprise picks and chooses to whom they extend the "grace" period.  The same grace period that somehow was not extended to me, without notice.

As far as the break in contract that was mentioned, there was no break in contract on my end, but a breach of contract by Ameriprise

The way that Ameriprise has chosen to conduct business with this particular situation is very unprofessional and unfortunately says a lot about the company.

Regards,

***** ********

 

 

Business Response: Thank you for sending the additional follow-up complaint filed by Ms. ***** ********, which we
received on February 18,2015. We understand that she would like a more detailed explanation of why the
policy was canceled. We appreciate the opportunity to further explain our position on this matter.
On December 16, 2014, we mailed the January 15, 2015 to July 15, 2015, renewal offer to Ms. ********.
Included in the renewal package was a premium notice in the amount of$328.34 with a due date of
January 15, 2015. The premium notice states, "Failure to pay the premium by the due date will result in
the cancellation of your policy."
Our policy booklet contains an Automatic Termination Clause that reads:
If we offer to renew or continue and you or your representative do not accept, this policy will
automatically terminate at the end of the current policy period. Failure to pay the required renewal or
continuation premium when due shall mean that you have not accepted our renewal offer.
We do not extend a grace period, payments must be postmarked prior to the due date or they will be
considered late. We will allow five mailing days from the due date prior to cancelling the policy to allow
extra time for mail to arrive.
Since payment wasn't postmarked or received from Ms. ******** by January 15,2015, this indicated she
was not accepting our renewal offer and the policy cancelled.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

2/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their client hit me in my parked car and damaged my bumper. They are only willing to pay for an after market bumper, not a manufacturer bumper. The damaged bumper was a manufacturer bumper and I just want it to be replace with the same part. I have spoken to five representatives over the last week, with no help at all. The last representative I spoke to would not give me her superiors name and extension and hung up on me. I just want the proper part put on my vehicle.

Desired Settlement: Just repair the bumper with the proper manufacturer bumper not an aftermarket bumper.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10415742, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First if all, aftermarket parts are not same as manufacturer parts and the part they are replacing is only 3 years old. They also did not route me to the appropriate supervisors, two of the representatives actually told me "no" they wouldn't transfer me to their supervisor. 

Regards,

******** *****

 

 

Business Response: Thank you tor sending the complaint tiled by Ms. ******** *****, which we received on January 26,
2015. We understand that she disagrees with our decision regarding the claim. We appreciate the
opportunity to address her concerns.
Ms. ***** feels the damaged bumper cover on her vehicle should have been replaced with an original
equipment manufacturer (OEM) part instead of the aftermarket bumper cover we approved. However, her
vehicle's age and mileage makes it ineligible for the OEM part.
The aftermarket bumper we approved for the repair is a new part, but it is not made by the manufacturer.
We explained to Ms. ***** that if there were any fit issues with the aftermarket bumper, we would then
consider the OEM part.
Ms. ***** also expressed concern over how her phone calls were handled. It is always our intention to
provide quality service and treat all parties involved during the claim process with respect, compassion
and professionalism. Her requests to speak with supervisors were routed appropriately, but we truly regret
Ms. ***** feels her experience with us was not a positive one.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was involved in an accident on November 16th 2014. The fault was soon established to be the other party's, which happened to have Ameriprise Auto and Home Insurance. During the initial process of establishing fault I explained to the adjuster **** *******, via phone, that my car was rear-ended while vacant and parked in a parking space. I informed Mr. ******* of a car seat occupying the car at the time of the accident that is a property of a family for I which I nanny. I was told by Mr. ******* that the car seat needed to be replaced, and further, he gave me instructions, which consisted of the following: (1) taking pictures of the car seat with the straps cut rendering it destroyed (2) ordering a new car seat of the same make/model, (3) providing the proof of purchase, and (4) being promptly reimbursed for the car seat which could be submitted via email. Immediately after the accident, I notified the family I nanny of the above steps. The father, **** *****, advised me that the car seat had already had pictures taken and that it was destroyed. He let me know that the he and the family was out of town due to a family emergency and he would send me the photographs and details of the destroyed car seat as soon as they returned. On January 9, 2015, I received said photographs and information about the car seat from ****, so I could order a replacement and have it sent directly to them. I forwarded this information along with the invoice for the new car seat to Mr. ******* via email as requested. After approximately a weeks time of hearing nothing, I contacted Mr. ******* both via email and phone asking if my correspondence was received. The following day, I received correspondence from Mr. ******* stating he received pictures however he did not receive the invoice for the car seat. Mr. ******* requested that I resend the photo of the invoice and that as soon as it is received I would receive payment for the replacement car seat. I promptly forwarded a photograph of the invoice that was sent with the car seat from ********** via email to Mr. *******. Approximately another week went by an I hadn't heard from Mr. *******. I contacted him both via email and phone to provide me with his manager's information so I could forward the requested information in case he was unable to open the attachments in my emails. Mr. ******* soon after responded with the following: "We do need some additional information in reviewing the carseat receipt you provided to us. Please respond back with answers to the below questions: 1.) Was the carseat occupied at the time of impact? 2.) We need a full copy of the invoice emailed to us to include the date on the invoice. 3.) We need a photo of the new carseat that was purchased. Once we have this additional information, we can complete our review. I do apologize for the length of time this has taken so far." I have already answered the questions above in the initial conversation and multiple times thereafter using both verbal and written correspondences with Mr. *******. This is another blatant example of Mr. ******* failing to follow verbal and written agreement and not practicing due diligence in following through. In addition to the above issue, I had many similar ones; bringing my car to the shop, picking up and dropping off the rental car and being told by Mr. ******* would only arrange payment for a set number of days regardless of if my car took longer. than expected to repair. I am looking forward to resolving this issue after it has occupied valuable time for almost the past three month.

Desired Settlement: Fulfill the agreement of reimbursement for the car seat that occupied my car at the time of the accident. The car seat replacement was deemed necessary by Mr. *******, and moreover car seats ought to be replaced in the State of ********** after accidents.

Business Response:

Thank you for sending the complaint filed by Ms. ********* ********, which we received on February 2,
2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunity
to address her concerns.
Below is a chronological timeline of the claim handling:
• November 21, 2014: Mike from Progressive Insurance filed a collision loss involving Ms.
********'s Subaru.
• December 2,2014: We completed our liability investigation and detemlined our insured was
responsible for the loss. We informed Ms. ******** of our decision and her claim filing options.
• December 9, 2014: We assigned an independent appraiser to inspect Ms. ********** vehicle.
• December 15, 2014: After receipt and review of the appraisal, we issued Ms. ******** a property
damage payment.
• January 22, 2015: We received two photographs of the child car seat with the straps cut. We
emailed Ms. ******** verifying receipt of the photographs, and we reiterated our request for a
copy of the invoice showing payment for the replacement car seat.
• January 28, 2015: We received and reviewed the invoice for the replacement car seat.
• February 3, 2015: We completed our investigation and issued payment to Ms. ******** in the
amount of $951.55.
We are truly sorry Ms. ******** experienced this unfortunate event, and we understand her frustration
with the length of time it took to settle this matter. It is always our intention to handle all claims
efficiently, but in this case extra time was required to obtain appropriate documentation. While we regret

that this claims experience did not meet Ms. ********'s expectations, we are pleased that we were able to
bring it to amenable resolution.

2/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased home insurance from Ameriprise in Dec 2014. I have Internet-based surveillance camera system self-installed at home. Today I received a message saying that Ameriprise is going to cancel my home insurance policy if I do not subscribe to a centralized fire alarm and burglary system because my house is above a certain value. I called back and the customer rep first told me that I was misinformed and Ameriprise would not cancel my policy, only the security system discount would be removed. Later on, after I played back the voice message to the rep. She checked and found that my policy would be indeed cancelled if I do not subscribe to a centralized security system as ***. I was extremely frustrated with the bait-and-switch practice of Ameriprise. 1. I was never told by the insurance sales person in the first place that a security system is a requirement to get the insurance policy. 2. Ameriprise sold the insurance policy to me and only informed me more than one month later that they are going to cancel the policy. 3. Many Ameriprise employees do not know this company requirement themselves. The customer rep only knew the policy after I played back the voice message and she looked up. 4. Nobody in Ameriprise knows when they would cancel the policy and how much time do I have to subscribe to a centralized security system before they cancel the policy.

Desired Settlement: I would Ameriprise to lift this requirement and let me stay with the current policy and premium. If not, I expect the full refund of the insurance premium instead of prorating after I switch to another insurance company.

Business Response: Thank you for sending complaint ********, which we received on February 5, 2015. We understand that
our insured would like a more detailed explanation of why the policy was canceled. We appreciate the
opportunity to address his concerns.
After a discussion with the insured, we have agreed to continue coverage of his property until the policy
renewal date of December 23,2015.
Our insured had been advised that his coverage would be cancelled because his home did not have the
required monitored alarm systems. However, no cancellation was processed, and after a review of the
property was completed, we agreed to continue coverage of the home until the renewal date - as
previously mentioned.
We regret there was any confusion regarding our requirements. Our insured was under the impression
that the monitored alarm system was only needed for a discount, but not to continue coverage. After
discussing this in detail, he found it agreeable to continue coverage until the renewal date, which would
allow him ample time to make other insurance arrangements or potentially activate the required alarm
systems to satisfy our requirements.
We have sent an email to our insured to confirm our discussion and subsequent agreement.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I had called in to request an auto and home insurance quote. The advisor was, what I had thought at the time, to be extremely helpful. She told me that for both, I would be paying $93 a month, plus two $1 service charges for having the money deducted from my bank account. Being that this price was $20 cheaper than my current insurance, I promptly signed up. Two days later, to my surprise, I was charged $94 and $17. The advisor completely lied to me to get me to sign up for insurance. She told me and it was confirmed multiple times that my total for both would be $93 a month. I only found out that I would be paying $112 AFTER i was charged. This is an absolutely disgusting business practice. My old insurance is actually cheaper than this. Why would anyone in their right mind sign up for something MORE expensive??? I urge you to listen to the phone recording of this call. You will clearly hear me ask multiple times to confirm it will be $93 a month plus two $1 service charges. You will hear multiple times, your employee telling me the total for both is $93. Due to the lies told by your employee I am out $50 for early cancellation of my old insurance drive safe and save program, the shipping and handling to send the tracking device back to them, and am out a ton of time messing about with this.

Desired Settlement: I fully expect your company to honor what your employee told me when I was signing up for this.

Business Response: Thank you for sending the complaint filed by Mr. ******* *******, which we received on February 6,
2015. We understand that he would like additional information regarding his policy premium. We
appreciate the opportunity to address his concems.
Mr. ******* received a quote for auto and home insurance policies on February 4, 20 14. We provided
premium amounts for auto and home policies separately. Mr. ******* requested a total monthly premium
for both auto and home so he could compare our price to what he was currently paying. We said it would
be $93.05.
We went on to explain that we bill differently than his current insurance company. They bill 12 monthly
payments for home insurance and 6 monthly payments for auto insurance. Our company bills 11 monthly
payments for home policies and 5 monthly payments for auto policies.
In other words, our premiwn did not change from what was quoted; instead, how we divide up the
payments is different than his previous company.
After receiving complaint, I called Mr. ******* and reviewed the billing. He said he did recall that our
agent discussed our billing process, and he acknowledged that the actual policy premium amount did not
change from what was originally quoted and sold to him.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I wish that the advisor I spoke with when I had called in after the charge appeared would have explained this to me,  I absolutely appreciate the swift response that ****** took, as well as her detailed explanation.

Regards,

 

******* *******

 

 

 

2/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in an auto accident that was not my fault. The driver's insurance company accepted liability. Their claims adjuster ******* ********* sent us an offer & then reduced that offer $250.00 with no explanation. I feel that he was mad & wanted to punish me. The original offer was not a fair amount to replace my totaled truck.

Desired Settlement: Pay me the fair market value of the truck

Business Response: Thank you for sending the complaint filed by Mr. **** *****, which we received on January 14, 2015.
We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concerns.
On December 31, 2014, Mr. *****' 1991 Chevrolet S-I 0 was deemed a total loss based on the estimated
damages of $4,680.06. Through an extensive market research conducted by a third-party vendor,
AudaExplore, we determined the actual cash value of Mr. *****' vehicle was $2,724.00.
On January 5, 20 15, we presented two total loss settlement options to Mr. *****: $3,089.40 for a nonowner-
retained settlement, and $2,8 14.76 for an owner-retained settlement. Mr. ***** stated that he
would accept the non-owner retained settlement of $3089.40, but he also wanted to retain the vehicle. We
explained that if the retained his vehicle, we would take a deduction for the value of the salvage; we would
otherwise recover that amount from the auction of the salvaged vehicle.
Mr. ***** then told us that we forgot to include a couple of options on his vehicle, and he felt the
condition rating of the interior was low. Therefore, we requested interior photos of the vehicle and ran
the actual cash value again - upgrading the interior condition and adding the missing options. The
revised actual cash value was $2,774.00. We also asked AudaExplore to obtain dealer quotes as an
additional evaluation. That actual cash value was $1,950.00.
On January 9, 2015, we revised our offer based on the highest actual cash value of $2,774.00 and we
presented both the non-owner -retained settlement offer of $3,144.15 and the owner-retained settlement
offer of$2,869.50 to Mr. *****.
In his complaint, Mr. ***** indicated that we reduced his settlement amount by $250 - actually, we
increased our settlement offer by $54.75 for non-owner retained settlement and $54.74 for owner retained
settlement.
We are confident that our settlement offers are fair and reasonable and accurately represent the value of
Mr. *****' vehicle.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

 

 Ameriprise is not being truthful.  On 1-5-2015, they sent me an e-mail offer of $2814.76 owner retained.  On 1-9-2015, the offer was $2642.70.  Clearly lower than the first offer.  Then on 1-16-2015, they offered $2869.50 owner retained.  So, they made three different offer's, all for different amounts.  I have copied of the e mail's, which contradicts what they claim in their letter.  

Business Response: Thank you for sending the follow-up complaint from by Mr. **** *****, which we received on February
2,2015. We appreciate the opportunity to address his additional concems.
We extended our initial owner-retained offer of $2,814.76 to Mr. ***** on January 5, 2015. After that, he
submitted interior photos of his vehicle, so we were able to update the interior condition of his vehicle in
our report. This caused the actual cash value to increase, and we presented an updated owner-retained
offer on January 9, 2015, of$2,642.70. However, we unintentionally omitted the taxes of $263.53 from
that offer. When we realized our error on January 15, 2015, we updated the owner-retained settlement
offer to $2,869.50. We apologize for any confusion tllis may have caused.
If you have questions about this information, you may contact Ms. ***** ******** at I ###-###-####,
Ext. ****.

2/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This involves a car accident. The insurance represented the person that hit me. The total amount for repairs is 1891.54. The insurance company concluded that their driver was 60% at fault and sent me a check for 1,044.46. I do not agree with the conclusion from the insurance company. I would like them to pay for all damages since I was not moving and the driver hit me. I would like them to reconsider their conclusion and pay for all damages. Taked to ***** ********, Auto Claims Representative, ###-###-####

Desired Settlement: I would like them to send a check for the rest of the repairs for 847.08.

Business Response: Thank you for sending the complaint filed by Mr. ****** ******, which we received on January 28,
2015. We understand that he disagrees with our determination of liability. We appreciate the opportunity
to address his concerns.
On December 28, 2014, Mr. ****** was involved in an automobile accident with one of our customers.
The accident took place at the *** ***** **** parking lot in *** ***** **********. Our liability
investigation included obtaining recorded statements from both parties along with photos of the vehicle
damages. From this infonnation we concluded that Mr. ****** was in the act of backi ng out from his
parking spot when our insured was backing from a parking spot across the aisle.
Mr. ******'s vehicle damage showed scraping from the driver's side rear door to the front door, while
our insured's vehicle had damage to the driver's side rear bumper. Mr. ****** said he was stationary at
the time of impact, but we believe the evidence indicates that his vehicle was in motion because there was
scraping damage.
We assigned 40% of the comparable negligence to Mr. ****** for unsafe backing. On January 21, 2015,
we contacted Mr. ****** and offered to pay 60% of his vehicle damage. Mr. ****** contested our
position that his vehicle was in motion at the time of the accident, but he agreed to settle the claim for this
amount. We issued payment to him the same day.
Since receiving Mr. ******'s complaint, we have tried to contact him on numerous occasions in order to
discuss this matter further, but we have been unable to reach him.
If you have any questions about this information, you may contact ***** **** at * ###-###-####, Ext.
****.

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an auto claim, where I am the victim of a collision involving their insured motorist. I have been in limbo for the past 30 days trying to get a hold of the representative from Ameriprise with no return phone calls no one answers the phone, and when I speak with a team leader they say theyre going to make notes and have the supervisor contact me but they do not. Myself and the insured motorist that is represented by Ameriprise are both unable to get anyone to return our calls. The lack of professionalism is very concerning, I am not sure what to do to get any response from the representative or their supervisors, no one seems to care and when I speak with someone that actually does answer the phone, they say that theyre not the one that was assigned to the case so they cant help me. Instead they take notes and say theyll have someone get back to me. After calling and leaving notes, I called again later that week and spoke again with someone that couldnt help me because it wasnt their assigned case and I asked them to look at the notes entered and for them to transfer me to a supervisor, they replied that there were no notes entered and that in order to transfer me to a supervisor they had to start with giving the rep 24 hours to contact me and then if no reply they could transfer me. Yet, because no notes were ever input there was no 24 hour clock to start with. I need help!

Desired Settlement: I would like for the representative to contact me and the other party so that we can finish the claim and I can get my vehicle repaired. It has been a month, 30 days since this happened. I would rather have her supervisor contact me so I can have them or someone more responsible take this over and have it finished. ****** ************* Claim Representative IDS Property Casualty Insurance Company Phone: ###-###-#### Fax: ###-###-####

Business Response: Thank you for sending the complaint filed by Mr. ******* ******, which we received on January 27,
2015. We understand that he feels there was a delay processing the claim. We appreciate the opportunity
to address his concerns.
On December 31,2014, Mr. ****** reported that on December 25, 2014, our insured, Mr. ******* *****,
swerved into his lane and struck the driver-side rear of his vehicle. During that conversation, we obtained
a statement from Mr. ****** and confirmed there were no witnesses and no police report. We explained
that we needed to speak to our insured to confirm the details of the loss prior to accepting any
responsibility. That same day we also scheduled a vehicle inspection, which was subsequently approved
on January 8, 2015.
On December 31, 2014, we left a message for our insured to contact us. We followed up with our insured
on January 13, 2015, in an attempt to obtain a statement. We also left a message for Mr. ******
explaining we still needed the statement from our insured to complete the investigation. Mr. ******
called on the January 14, 2015, and we confirmed liability was still pending.
Our insured called us on January 15, 2015, but, unfortunately, the claim representative was unavailable to
take the statement. We called the insured back the same day to obtain a statement, but had to leave a
message. After unsuccessfully attempting to call our insured again on January 16, 2015, we emailed a
statement form to the insured to expedite the claim process. We also spoke to Mr. ****** and confirmed
that we still needed the insured's statement to process the claim.
On January 21 , 2015, our insured called and we advised him that we attempted to reach him by phone and
email. Our insured stated he did not receive the email and provided an alternate email address. We
forwarded the statement form to this email address on January 26, 2015, and we also spoke to Mr. ******
to inform him of the claim status. On January 27, 2015, we sent a status letter to Mr. ****** wherein we
confirmed we are still awaiting insured statement.
On January 30, 2015 our insured returned the statement form in which he admits being at fault for this
accident. Consequently, we have accepted full liability for the loss 011 behalf of our insured, and we have
issued Mr. ****** a settlement check in the amount of $4,743.34.
We understand that Mr. ****** is frustrated with the length of tune it has taken to resolve this matter. It
is always our intention to handle all claims efficiently but, in this case, we needed extra time to obtain our
insured' s statement. Regrettably, without an independent witness and police report, we required the
insured's statement to properly investigate the loss.
If you have any questions about this information, you may contact me at * ###-###-####, Ext. ****.

Business Response: ******** ****** we have received additional details which resulted in changes to the previous response which was submitted earlier this morning (02/02/15) Thank You

2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec 10, 2014, our basement was flooded after an extremely heavy rain. We called Ameriprise Auto&Home insurance, and filed a claim right after the incident. However, after 16 days, on Dec 26, 2014, Ameriprise told us that "the damage to your basement caused by ground water seepage is not covered." The Ameriprise auto& home insurance told us that the property loss caused by water damage is not covered. I am wondering that what kind of loss the Ameriprise would covered. When we called them, the operator does not warn us that the water damage is not covered. The operator even helped us to arrange a disaster restoration company. We really don't understand why water damage is not covered ? even I purchased the basement water damage plan ?

Desired Settlement: We expected to receive a check to compensate our loss in the flooding incident.

Business Response: Thank you for sending the complaint filed by Ms. **** **, which we received on January 21 , 2015. We
understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to
address her concerns.
We received the notice of loss from Mr. ******** **** on December 10, 2014, with a reported date of
loss December 9,2014. Mr. **** advised that a rainstorm went through the area and water entered the
basement causing some damage to flooring and drywall. We sent and adjuster with ********** **********
******* (***) to inspect the damage and determine the cause of loss. *** found that around some
plumbing in the basement there is an exposed area, consisting only of dirt, which allowed the water to
enter.
We received the inspection report back on December 22,2014, and we issued a denial letter to Ms. ** and
Mr. **** citing the policy language that excludes damage caused by water below the surface of the
ground that enters through a foundation.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
**** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


I could NOT accept the response. Because the hole with dirt was enclosed the drywall under the staircase.  The home inspection conducted in Dec 2013 is not accurate and correct at all. 


 

Regards,

**** **

 

 

Business Response: Thank you for sending the follow-up complaint filed by Ms. **** **, which we received on January 21,
2015. We understand that she disagrees with our decision regarding the claim. We appreciate the
opportunity to address her concerns.
*** ** stated she was unaware of the dirt hole in the floor that was determined to be the cause of loss, as
it was hidden by a wall. While we understand her position, the fact that the hole was unseen does not
afford coverage.
The following policy language addresses water damage:
Exclusions
We do not cover loss caused directly or indirectly by any of the following. Such loss is excluded regardless
of any other cause or event contributing concurrently or in any sequence to the loss. These exclusions apply
whether or not the loss event results in widespread damage or affects a substantial area.
We do not cover loss to covered property when there are two or more causes of loss to the covered property
and the prevailing cause of loss is excluded below.
3. Water Damage
'Vater damage means:
a. Flood, surface water, waves, tidal water, overflow of a body of water or spray from any of these, whether
or not driven by wind;
b. Water or water-borne material which backs up through sewers or drains or which overflows or is
discharged from a sump, sump pump or related equipment;
c. Water or water-borne material below the surface of the ground, including water which exerts pressure on
or seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure; or
d. Release of water held by a dam, levy (sic) or dike or by a water or flood control device;
c. Water or water-bome material below the surface of the ground, including water which exerts
pressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swinuning pool
or other structure; or
d. Release of water held by a dam, levy (sic) or dike or by a water or flood control device;
caused by or resulting from human or aIlimal forces or any act of nature.
Direct loss by fire, explosion or theft resulting from water damage is covered.
If you have 'any questions about this information, you may contact me at #-###-###-####, Ext. ****.
Sincerely,
**** ******

2/6/2015 Problems with Product/Service
2/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I have had vehicle insurance through the company listed for about 6 to 7 months without any issues, today we called to get a quote on how much it would be to add our 16 year old daughter that just recently moved in with us on Monday the 19th, all I asked for was a quote because we weren't sure if we would be getting insurance on her through this company or through another company, the first gentlemen I spoke to ( I didn't get his name) automatically activated her to be on our insurance and didn't even provide me with a quote, then he proceeded to say that I would have to call back with our current Costco membership number because it shows that we no longer had a membership, which we do and the number has never changed, he also told me that he couldn't give me a quote without our daughters drivers license number and that if I don't call back with in 5 days to give it to him (whether I had a quoted price or not) he would automatically cancel our auto insurance and we would no longer be covered, I was appalled at how I, a customer, was treated by him, he was very rude, I then told him I don't even know if I am going to insure our daughter through this company so how can you do that, he insisted that I call back and then I wont be cancelled, I hung up the phone and I was so upset, I called my husband and explained what just happened and he too was shocked that a company can do that. He called the company shortly after hanging up with me and he spoke to a supervisor and told her what had happened and she said that was their policy and even without us agreeing with the quote she added our daughter to our bill and said if we didn't not pay $300 and something dollars (I don't have the exact quote because it was never given) by our due date of 2-28-15 then we would be canceled and we would also have to pay the pro rated amount because of the billing cycle.

Desired Settlement: We will be going to a different insurance company and I would like a refund of the current month and all charges added for our daughter to be taken off the bill

Business Response:

Thank you for sending the complaint filed by Ms. ******* ******** *********, which we received on
January 21,2015. We understand that she expressed concerns regarding the addition of her daughter to
her policy. We appreciate the opportunity to address this concern.
On January 21,2015, Ms. ********* requested a quote if she added her daughter, ******, to the policy.
During the quote process, we confinned that ****** resides in the household, had a valid driver's license
and does not have other insurance. We informed Ms. ********* that because her daughter has a valid
driver's license, has access to the insured vehicles, and is not insured on another policy, we need to list
her as an active driver. In the event of an accident, ****** would be afforded coverage under the policy,
and we need to collect the appropriate premium for the risk we are insuring.
Later that day, Mr. ********* called to discuss how we can require them to add someone to their policy.
We explained that that our policy covers anyone related to them who lives in the household and does not
have other insurance. Because of this, we require all licensed drivers who do not have coverage with
another company to be added to the policy. We informed Mr. ********* that if ****** obtains coverage
with another insurance company, we can review the removal of her from the policy.
For your reference, our " insured person" guideline includes the following:
We will pay damages for which an insured person is legally liable because of bodily injury or
property damage resulting from the ownership, maintenance or use of a car or utility trailer. An
insured person means: you or a relative; a person using your insured car. A relative is defined as
a person living in your household and related to you by blood, marriage or adoption, including a
ward or foster child.
If the *********s can submit either of the following items, we can review the removal of their daughter
from the policy:
• Proof of insurance from another company in the form of a declarations page showing that ******
has Bodily Injury limits equal to or greater than their policy's Bodily Injury limits.
• Proof of residency in the form of a recent mortgage bill, property tax bill or lease agreement.

Once we receive and approve that infonnation, we will provide a prorated credit from the date ******
obtained other insurance or moved out of the residence.
We regret that Mr. and Ms. ********* felt the information related to the addition of their daughter to the
policy was not conveyed with the appropriate care, because we pride ourselves on the outstanding service
we provide to our clients. While our representatives must occasionally take challenging phone calls and
deliver difficult messages, they receive extensive training that teaches them to do so with the utmost
respect and concern. We will review this case and take the feedback into consideration to possibly
enhance that traitung to improve future conversations.
If You have any questions about this information, you may contact me at ###-###-####, Ext. ####.

Business Response: Thank you for sending the follow-up complaint filed by Ms. ******* ******** ********** , which we
received on January 26, 2015 . We appreciate the opportunity to address her additional concerns.
We require all household members with a driver's license to be listed on our insured 's automobile policy,
unless those household members have their own vehicles and carry automobile insurance that meets
specified limits. We do not need permission from our insureds to apply this requirement to a policy.
It is designed so our insureds have adequate protection in the event of a loss and that we are providing
rates that correctly correspond to the level of exposure and risk to the policy.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

I am only accepting this because I don't want to go back and fourth with this, I am not happy and will never recommend this company to anyone, I understand Companies have policies but this one this one is absurd. 

Better business Bureau:

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

Regards,

 

******* *********

 

 

 

2/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have auto and home insurance w ***********, i cancelled my ***** ***** **** account and transferred everything over to **** ** *******. my home insurance still drafted out of my ***** ***** account even though i changed it, as of right now my account is negative $84, the original $14 and 2 overdraft fees. all ***** ***** wants is the $14 refunded and they will credit all fees. i have called in 4 - 5 times to get this resolved and its still not resolved, reps from ameriprise are the rudest people ive ever dealt w, i didn't even know i was a customer of theirs, i thought i was a *********** customer. ameriprise service is so bad, even after this problem is fixed, im leaving to the competition, please review all the notes on my acocunt

Desired Settlement: i just want the problem to be corrected, nothing more, then i want my account cancelled

Business Response: Thank you for sending the complaint filed by Mr. ***** ******, which we received on January 20,2015.
We understand that he would like an explanation why his renter policy payment method was not changed
from his ***** ***** to his **** ** ******* bank account. We appreciate the opportunity to address his
concerns and believe the following timeline will help provide clarification:
• On September 15,2014, Mr. ****** started his renters insurance and provided his ***** ***** bank
account for payments. We were withdrawing $14.64 from this acconnt on a monthly basis.
• On December 19, 20 14, Mr. ****** called to tell us that he had changed his withdrawal information
on his automobile insurance policy with ***********, and that he had been informed it would also be
updated on his renter's policy with us. We apologized and explained that we were unaware of the
change; we coordinated a conference call with ***********, and they agreed to reimburse him for the
nonsufficient fund (NSF) fees that had been applied to his ***** ***** bank account.
• On January 10, 2015, Mr. ****** called to inform us that he had not received reimbursement for his
NSF fees. We had another conference call with ***********, and they stated they would correct the
matter.
• On January 14, 2015, Mr. ****** called and asked us to return the $14.64 that we withdrew from his
***** ***** bank account on December 15,2014, so ***** ***** would reverse the NSF fee; he also
asked us to apply the payment to his debit card. We honored his request and issued a credit of$14.64
to his ***** ***** bank account, and we withdrew the payment from his debit card.
We sincerely apologize for the confusion and frustration this situation caused Mr. ******. If you have
any questions about this information, you may contact me at I ###-###-####, Ext. ####.

12/30/2014 Delivery Issues | Complaint Details Unavailable
12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had car insurance with Amerprise (IDS Property Casualty) for over ten years. I had a mix up of payment sent with my daughter and made my payment three days past due date. I was sent email that there is problem. I call and I am told my policy is canceled and my payment kicked back. I ask to have policy re-instated. They say No and refer me to *********** which quoted me a policy 3 times what I was paying. I spoke to supervisor who in turn, not only stated no but kicked me out of the online website where I would also monitor stocks. I am so confused by this treatment and can only surmise that because I was such a long time customer, they no longer want to continue giving me such great discounts. My policy joining today would be 100 dollars more. What a rip off. Plus I know I have a grace period to get payment in just like rent, car note, and any other bill. I stated to them that my daughter had already put her payment in the mail but they did not care.

Desired Settlement: I would like my policy re-instated at rate I had. California Law states to have insurance and they took that away from me.

Business Response:

Thank you for sending the complaint filed by Ms, ***** *****, which we received on December 4, 2014,
We understand that she would like a more detailed explanation of why the policy was canceled, We
appreciate the opportunity to address her concerns and believe the following timeline will help provide
clarification,
• On October 16,2014, we mailed the November 29, 2014, to May 29,2015, renewal offer to Ms,
*****. Included in the renewal package was a premium notice in the amount of $486,74 with a due
date of November 29, 2014, The premium notice states, "Failure to pay the premium by the due date
will result in the cancellation of your policy,"
• On November 12,2014, we mailed Ms, ***** a reminder notice in the amount of $486,74 with a due
date of November 29,2014, The reminder notice states, "Failure to pay the premium by the due date
will result in the cancellation of your policy,"
• We did not receive payment from Ms, ***** by November 29,2014; therefore, the policy lapsed
because the renewal premium was not paid on time,
• On December 3, 2014, we received an internet request from Ms, ***** asking us to apply a payment
of $172,00 to her Visa card, We attempted to call her, but the phone number on file was no longer
valid, We emailed Ms, ***** asking her to contact us regarding her policy,
• Ms, ***** called and requested reinstatement of her policy, We declined the request because there
was a lapse in coverage and break in the contract when the policy cancelled for nonpayment of
premium,
We understand that this is not the outcome Ms, ***** would like, but after reviewing the situation a
second time, we respectfully maintain our decision not to reinstate the policy,

Lastly, Ms. ***** expressed concern about no longer being able to view her Ameriprise stocks online as a
result of the cancellation. She has full access to this information since it is housed and available on the
Ameriprise Financial website, which is separate from the Ameriprise Auto & Home Insurance website.

Business Response: Thank you for sending the follow-up complaint filed by Ms. ***** *****, which we received on
December 16, 2014, We appreciate the opportunity to address her additional concerns.
Ms. ***** states she did not receive our November 12, 2014, Reminder Notice,
We mailed the October 16,2014, renewal offer and the November 12,2014, Reminder Notice to the **** ******** ***** *** ** ********** ** address on file.
We recognize and appreciate that Ms. ***** has been a long-term client, and we understand that this is
not the outcome she would like. However, based upon the facts of the situation, we respectfully maintain
our decision not to reinstate the policy.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 

 

12/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Put in a claim with home insurance company. They refused claim based on terms of policy. They do not wish to repair problem. This is an unfortunate turn out but was always a possibility. I then received a letter from Ameriprise stating that if I didn't repair the problem they would cancel my policy. The conditions of the repair are that I MUST use a licensed contractor. I cannot do the repair myself. This is unacceptable that they refuse to take care of an insurance issue but demand I do the repairs in their timeframe with a contractor. It has taken me well over two weeks to even get someone to call me back from Ameriprise. I finally had to call the main operator and yell like an idiot to get someone's attention. I finally spoke with appropriate department and was told I have to do whatever they say or they will just cancel the policy. I am not happy with Ameriprise. They are possibly the worst insurance company on the planet.

Desired Settlement: Let me handle repairs on my own conditions.

Business Response: Thank you for sending the complaint filed by one of our policyholders, which we received on December
10, 2014. We understand that he would like an explanation of why a licensed contractor must be used to
complete the needed repairs to his home. We appreciate the opportunity to address his concerns.
On November 7, 2014, the policyholder reported a claim for damage to his sunroom due to recent rain.
***** *********, an independent adjusting company, inspected the loss and confirmed the damage to the
sumoom was the result of settling/earth movement. Since settling/earth movement is specifically
excluded from the policy, we are unable to provide coverage for this loss.
We sent the client a letter on December 2,2014, requesting that a contractor repair the damage to the
cracked floor tiles and that he provides proof the work had been completed.
We understand that the policyholder is concerned that he is not being given the opportunity to make
repairs himself. We asked him to have a contractor complete the work because, as a general practice, we
do not suggest or require our clients to personally make repairs. After a subsequent review of the damage,
we have no reservations if he chooses to make the necessary repairs on his own. If he does, and he
provides proof of those repairs, his policy may remain in force.
If you have any questions about this information, you may contact me at I ###-###-####.

12/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ameriprise Home & Auto Insurance out of De Pere, WI agreed to pay for repairs to my home for a flood that occurred. My wife and I have had to pay $9,000.00 out of our own pocket to have our home repaired. We have also had to pay our monthly insurance premium to Ameriprise AND we have already paid our $500.00 deductible for this claim. Now they are refusing to reimburse my wife and I the $9,000.00 that we have had to pay and they are refusing to pay the contractor the remaining money that he is due for the repairs that he performed.

Desired Settlement: I want Ameriprise to reimburse my wife and I $9,000.00 and I want the contractor to be paid any and all monies due him (less the $9,000 we have paid him).

Business Response: Thank you for sending the follow-up complaint filed by Mr. **** ****, which we received on December
10,2014.
To date, we are still waiting for Mr. **** or his contractor to provide the mold remediation estimate and
photos.
We have paid the replacement cost value for the damages documented by the independent adjuster. We
remain willing to review the mold remediation estimate and photos for further payment consideration.
If you have any questions about this information, you may contact me at ###-###-####.
Sincerely,
**** ******
******** ****** ********** ******
IDS Propelty Casualty Insurance Company
Ameriprise Auto & Home Insurance

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought insurance from ameriprise auto and home insurance for our new car. We call them Dec 1st, and got the confirm email from ameriprise Dec. 2nd. But our dealer told us that they didn't get any information from ameriprise till Dec 3rd morning. On Dec 3rd morning, we called ameriprise, and their representative told us: 1. they have contact the dealer 2. they can't send the file to dealer via fax, they have sent the file through mail. 3. they said they may send the file by a regular envelope or by a overnight envelope. but they don't know what envelope they used to send our file. We really need our car asap, and we want to know what envelope they used to send our file and how many days we have to wait. So we called ameriprise again at night. 1. their representative told us that they will send our file tomorrow (that means Dec 4th). When we mentioned that their colleague told us they have sent out our file, they changed their words and said they have sent our file in the morning. 2. When we asked what envelope they used, they told us that they used a regular envelope, that means the we have to wait at least 4 business day. And they told me that they used regular envelope because the dealer didn't ask to use a overnight envelop and the overnight envelop is not free. This is the most tricky part. When we purchased the insurance, they asked the dealer's fax number and they contacted with each other by fax. They never told us that they can't send the file to the dealer via fax. And they never told us that they would mail the file through a regular envelope either, that would spend almost a week. In additional, they also never asked us whether we would like to pay a overnight envelop. We would like to pay it! We really need our car asap! When I ask if it is possible that they send the file again by a overnight envelope and I will pay it. Ameriprise told us they can do nothing for us now. No one knows when the file will be delivered, how many days we have to wait! Why they did business like this?

Business Response: Thank you for sending the complaint filed by Mr. ******* ***, which we received on December 4, 2014.
We understand that he feels there was a delay in our providing the dealership with information necessary
to release a new vehicle to him. We appreciate the opportunity to address his concerns.
On December I, 2014, Mr. *** added a 2014 Dodge Caravan to his policy effective for November 29,
2014. He stated the dealer would fax us a copy of the RMVI form required to release the vehicle. Later
that day, we received the RMV I form and discovered the dealer was located in ***** ******, not
*************. The ************* Registry of Motor Vehicles requires a completed RMV I form in order
to register a vehicle in the state. When a vehicle is purchased outside of *************, the Registry will
not accept a faxed copy of the RMVI fonn for vehicle registration.
We left a message for the insured indicating that we would need the dealer to mail or overnight us the
RMV I form, and to inc**de an overnight return envelope with it to expedite its return. Ms. **, Mr. ***'s
wife, returned our call and we reiterated the information.
On December 2, 2014, the dealership emailed us the RMV I form. We responded stating we were unable
to electronically complete the fonn, and that they need to overnight the original fonn to us. We also called
the dealer and left a message with this information.
On December 3,2014, the dealer called to verify if we returned the RMV I form. We inadvertently stated
that it was mailed when, in fact, it was not. We also spoke with Ms. **, and also mistakenly infonned her
that we mailed the RMVI form to the dealership.
On December 4,2014, Mr. *** called and expressed concern over our inability to fax the RMVI form to
the dealer. We informed the dealer that the ************* Registry of Motor Vehicles requires the
original RMVI form, and we again asked them to overnight the form to us along with a paid overnight
return envelope. However, since we misinformed the dealership and our insured about the form status, we
chose to download an appropriate RMVI form, complete it, and send it overnight to the dealership at our
expense.
On December 6,2014, we informed Mr. *** that we completed the form and sent it by overnight mail to
the dealer on December 4,2014. He stated the dealer had not received it.
Mr. *** followed up on December 8, 2014, and we contacted UPS to verify when the package was
delivered. We provided Mr. *** with the tracking number, and UPS confirmed it was delivered to the
dealership on December 5, 2014 at 10:00 a.m. Later that day, we received the copy of the RMVI form
from the dealer, which we filled out and returned to them by overnight mail.
On December 9,2014, Ms. ** informed us that the dealer did not receive the form. We provided her with
the tracking number for the second overnight package and asked her to contact the dealer with that
infonnatiol1.
On December 10, 2014, we left a message for Mr. *** to contact us so we could confll1n that the dealer
received the RMV 1 form, and that he was able to pick up his vehicle. To date, we have not received a
return call.
We are truly sorry for the frustration our inadveltent oversight caused Mr. ***, and regret that the
process for finalizing the RMV I form took longer than anticipated. It is always our intention to efficiently
complete all transactions on behalf of our insured and to handle our customers with care. We regret that
we failed to meet Mr. ***'s expectations.
If you have any questions about this infornation, you may contact me at I ###-###-####, Ext. ####.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

But there are some problems on their information system, I hope they can improve it.

On December 8, 2014, my dealer told me that he didn't receive the document, I called Ameriprise again. The representative from Ameriprise first told me that they didn't mail out  the document, because of they were waiting the document from my dealer. After I told my story to the representative, she spent about 20 minutes to confirm whether they had mailed out my document. When I asked the tracking number, she spent another 20 minutes to get it. I think their information system have some problems and need to be improved.

I only received one call from Ameriprise at 15:02 on December 4, 2014. I didn't receive any call or message from Ameriprise after then.  My wife got some, but I'm not sure when. 

Most of time, Ameriprise works well. But this time, they gave too many wrong informations. I really think they should improve their information system.

Regards,

 

******* ***

 

 

 

11/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 22nd there hail storm took place in **** ******** **. My roof is leaking during every ***n and I have kept buckets to stop the leak through my Attic. Pictures have already been given to the insurance company about the issue and they have approved only half the claim saying Hailstorm happened on only half of the roof. Mother nature did not decide to fall only on half side of the roof. When the roof is replaced, the Gutters needs to be replaced as well because they get damaged but Ameriprice is not paying for the price of the Gutters and other fixes. On the street every house is getting full roof replaced. Ameriprice Insurance is wasting time and causing delays

Desired Settlement: Request to replace entire roof rather than half side of the roof and making the house look ugly and also other issues that still remain with regards to the leakage. During snow storms the snow will be stuck there and dont know what other places the leakage will start. Please help us get budget upto $14000 for getting the Gutters, roof and other damages caused by Hail Storm.

Business Response: Thank you for sending the complaint filed by Mr. ****** ***, which we received on November 11,2014.
We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concerns.
We received the notice ofloss from Mr. *** on August 1,2014, with a reported loss date of May 22,
2014. We assigned *** ****** (***) to contact Mr. *** and to complete an inspection, which took place
on August 6, 20 14.
*** found damage to the front slope of roofing, the left elevation siding and downspout, the right
elevation siding, and drywall in the master bedroom. They submitted a repair estimate in the amount of
$7,998.53, and we issued payment to Mr. *** on September 3, 2014.
We received an estimate from Mr. *** 's contractor, **** **** ******, for a full roof replacement
totaling $11 ,168.66. Once we complete our review of the estimate, we will contact **** **** ******* to
attempt to reach an agreed price and scope of repairs.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

11/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 6, 2014 RE: Complaint Against Ameriprise - Auto Insurance To Whom It May Concern: On the evening of November 4, 2014, I checked my banking account and noticed that the premium for my auto insurance had not been deducted. I immediately called Ameriprise to see what was going on. I was not too alarmed at this point, because there had been a couple times when they deducted my payment slightly past the 1st of the month. I talked to ***** (*****) and was shocked to find out that my policy had been cancelled! According to *****, there had been an exclusion form (excluding my daughter) sent to me which needed to be filled out and returned prior to October 31st. I had not seen this form. I took issue with the fact that this form was being sent to me at all, much less at this late juncture. I had called in June 1st of 2014 to have my daughter dropped from my policy effective October 7, 2014 (spoke to ****). Prior to dropping my daughter, my premium was $571. From July 2014, my premium dropped to $381, reflecting the fact that she was no longer covered. In July 2014, I received an email stating that there was a claim submitted for an accident. I immediately called to find out why and was told by the gentleman that they could not pay the claim because my daughter was not covered. I agreed that he was absolutely correct and asked why I would have received this email in the first place. The gentleman called back within that same week stating that I needed to prove that my daughter had obtained other coverage. I pointedly asked him why would I have to provide that proof when I dropped her a month ago. For several days this issue was being debated back and forth. I eventually did submit proof that she had coverage with ***** because he was badgering me and the gentleman finally stopped calling me. Fast forward back to November 4th, after getting no satisfaction with ***** I demanded to speak to a supervisor and was connected to supervisor ******* (x****). I explained to ******* how disgruntled I was at their botched handling of this and the poor customer service it reflected. I told her that I expected my policy to be reinstated with no lapse in coverage (November 1st effective date). She told me the same thing ***** did; that they could not do that under Maryland law. She informed me that I would be getting a new policy number and that I would not be grandfathered, but that there would be no lapse in coverage. She said she would email me the forms I needed to agree to and that once I returned it to them she would see that the policy was reinstated. When I questioned her about the turnaround time, ******* said it would take about 15 minutes. I monitored my email, waiting for the arrival of the documents. They did arrive in my email around 15 minutes later. I immediately printed the document out, signed it and attempted to return the email. I then got right back on the phone and tried to call ******* back. I got ******* (x****), who tried several times to reach *******. She said it appeared that ******* was offline and may have left for the day! I told her that was impossible; that I had just spoken to her not more than 15-20 minutes ago and she was expected my call back. She was able to determine that ******* had in fact clocked off and was gone after about 10 minutes. ******* did confirm that she saw where I had taken ******* off the policy in June and was unsure as to why this situation was an issue. ******* ended up connecting me to another supervisor, ****** (x****). I recounted the events leading up to this and she apologized profusely, stating that she would get me taken care of. She put me on hold to review the notes. When she came back to the phone, it felt as if I were speaking to a different person. ****** was cold and aloof and informed me that after reading *******’s notes it was determined that they could not cover me at all! I asked her how that could possibly be when ******* had clearly stated she would reinstate my coverage. ****** says that *******’s notes did not state that, but that they would “review” my case. I am livid that my family has been exposed to such liability for several days while Ameriprise put no effort into making sure that I either continued my coverage or obtained coverage elsewhere before it lapsed November 1st! Meanwhile, Ameriprise continued to send me routine policyholder communications on Monday, November 3rd, Tuesday, November 4th and today at 3:13 p.m.! I did speak to my husband when he arrived home the night of November 4th and he reminded me that he did tell me that a certified letter had come. I was out of town at the time in ***** **** and told him that I would review it when I got home. On my car ride home from ***** ****, I got news that my brother had received a diagnosis of ***** ** ********** ******. And while my family’s tragedy does not alleviate me from performing normal business activity, I’m sure you can understand how this matter could have been overlooked; especially since I had no reason to even consider there was an issue with my renewal. The fact that there was not one follow-up email or phone call that the date was approaching for my coverage to lapse is clearly shoddy customer service at best, and borderline illegal at worst. I have gone back to my long time insurer, with whom I never had any issues and will be staying there. I thought because Ameriprise was associated with ****** (which I absolutely LOVE) and they offered some savings, that I had made a sound decision. It just goes to prove again that the bottom line is not always the bottom line. And to add further insult to injury, I will surely incur a fine for my policy lapsing! I will be reporting this to the Maryland State Insurance Commission as well as the BBB because I do not want another family to spend two hours of their time being treated so shoddily and left at risk unknowingly. cc: ******** ********* ************** ****** ******** ******

Desired Settlement: I expect to be refunded any penalty received for the lapse in my auto insurance.

Business Response:

Thank you for sending the complaint filed by Ms. ******** ****, which we received on November 7,
20 14. We understand that she would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address her concerns.
On August 29,2014, we mailed Ms. **** notice of pending cancellation to the address on file, explaining
that due to Ms. ******* *********'s driving history she is ineligible for coverage with our company. We
informed Ms. **** that if we obtained a driver exclusion form for Ms. ******** prior to the November I,
2014 non-renewal date, coverage could continue.
We did not receive the driver exclusion for Ms. ********* by November 1,2014; therefore, the policy
cancelled.
On November 4,2014, Ms. **** contacted us to see if we could reinstate her policy. She spoke with one
of our supervisors and was mistakenly told if we received the signed driver exclusion form we would be
able to issue her a new policy effective for the date this policy cancelled. We emailed a new driver
exclusion form to Ms. **** at ********************.
Ms. **** received the form on November 4, 2014; she immediately completed the form and returned it to
us, She also called and verified the form was received. We confirmed it was - but we also said that we
had reviewed her policy for reinstatement, and it was denied because the form had not been received prior
to the cancellation date. Ms. **** stated that she did not receive the form that we sent on August 29, 2014
and asked to whom it was mailed. We informed her that the notice of pending cancellation and the driver
exclusion form were sent certified mail, and we provided her proof of the mailing.
On November 6, 2014, Ms. **** emailed us expressing her concerns about the cancellation of her policy,
We reviewed the initial phone conversation Ms. **** had on November 4,2014, and it confirmed that we
informed her if we received the driver exclusion form we would reinstate the policy.
We called and left messages for Ms. **** on November 6 and November 11,2014, informing her that the
driver exclusion form we received on November 4,2014 was invalid, but if we received a correctly
completed form we would be able to issue her a new policy without a lapse in coverage.

We understand that Ms. **** has obtained insurance with a new company, but if she provides the
effective date of her new policy and verifies there have been no losses from the date her policy with us
cancelled through the date she obtained her new insurance, we will provide coverage for that timeframe.
In addition, once that information is verified, we will be able to assist Ms. **** with her fines from the
Maryland Department of Motor Vehicles. We will need her to provide the case numbers and the vehicles
to which the fines are being applied; that will allow us to confirm with the state that we will be providing
coverage during the lapsed time - and the fines would then be waived.
We apologize for the frustration we have caused Ms. ****. It is always our goal to provide outstanding
service to our clients, and we will provide additional training to the individual involved to improve future
interactions.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
***** ********

11/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit while parked on 9/23/2014. The damage to my car was the front and back driver doors and rear bumper. The estimate was for $2224.87 however, the estimate was decreased down to 2033.50 . The vehicle was partially fixed. They only approved to pay for one side of my bumper to be fixed which required for them to pay the dealership an extra $191.37. I received a email from the company stating: " On October 21, 2014, we issued a check to ******* ******* for $191.37 under the Property Damage coverage of the policy.You will receive your check in approximately 5 business days. When it arrives, please review the check stub and any enclosures for additional information.Certain states require a reinspection of vehicles that were involved in accidents while they are being repaired or after the repairs have been completed. You may be contacted by an independent appraiser asking to reinspect your vehicle on our behalf. We ask that you cooperate with our appraiser to facilitate the reinspection process". Now when i spoke with **** about this email. he states that it was computer generated and that they are not sending me any $ but they did send the dealership $191.37. then he states that no one will be coming out to appraise the vehicle after the repair. I dont understand why this would be sent to me misleading me. I would like for the other side of my bumper to be fixed.

Desired Settlement: I had asked for a supervisor to contact me, in which, ****** did call but she was no help. she totally down played the whole accident. I had asked for her supervisor or boss to give me a call in regards to my claim but I received no call from anyone else at this company. I was very upset that my car was hit while parked and that I was not compensated for taking off work for taking my car to the shop and picking it up. I was not compensated for my gas either. I was not compensated for the depriciation in my cars value. I feel that this company didnt really care that I was the victim. that my car was hit while parked not I hit their client. I asked many times to speak with managers and all and was given the run around , then only got 95% of my car fixed. this is not right. my car should be in the same condition it was before it was hit. then to get out of money, time and gas and NO one cares is a big issue. I would like what im entitled to. My car being properly fixed and my money. I would also like an explanation of the email that was sent to me on 10/21/2014

Business Response: Thank you for sending the complaint med by Ms. ****** ******, which we received on November 6,
20 14. We understand that she would like additional explanation about the handling of her claim. We
appreciate the opportunity to address her concerns.
On October 21, 2014, we sent Ms. ****** an email that informed her that we issued a payment on her
claim. We mailed a supplemental payment to her body shop, ******* ******* *******, but the email
message incorrectly said we were mailing a payment to Ms. ******. We apologize for this inadvertent
miscommunication and the confusion it caused. The email also said that some states require a
re inspection, and we may schedule one. In Ms. ****** ' case, it is not required. Again, we apologize if
this caused confusion.
Ms. ****** also expressed concern over tile bumper repair. We spoke with ***** at ******* *******
Mercury and confirmed that there was prior damage to the center rear bumper of Ms. ******' vehicle that
caused her bumper to be misaligned. As a customer courtesy, they removed and re-installed her rear
bumper during the painting process and corrected the fit to the best of their ability without replacing the
rear bumper brackets. Please see the enclosed photographs showing the prior damage to her rear bumper
and the damage from this loss.
We are truly sorry Ms. ****** experienced this unfortunate event, and we regret that our inadvertent
miscommunication only added to her frustration. However, after reviewing the facts of the loss a second
time, we feel we extended appropriate coverage and payment for Ms. ******' damages, and the claim is
concluded.

11/21/2014 Problems with Product/Service | Complaint Details Unavailable
11/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened an insurance policy for my home and later found out through the mail that the policy had canceled, this policy was open for less than a month; when i called the company to find out why the policy had canceled i was informed that the banking information that i had given was incorrect and Ameriprise couldn't get a payment for the policy; I advised the customer service rep that I had given the correct information and it wasn't my fault that the information was taken down incorrectly by the last agent; I offered to verify the information and correct whatever information they had wrong so that they could get payment for the policy, i was told that since the policy had canceled I would not be able to reopen the policy regradless if the information was wrong. I later received a bill from Ameriprise; I called Ameriprise again and explained I shouldn't be responsible for the bill because it wasn't my fault the information was incorrect I also asked how could I be billed for a policy that was never paid on. I asked the customer service rep was it the practice of the company to insure people who don't pay on polices.

Desired Settlement: I should not be responsible for a bill when the customer service rep took down wrong information; I was forced to find another company to insure my property I would like this bill to be adjusted to show a zero balance owed to Ameriprise.

Business Response: Thank you for sending the complaint filed by Mr. ****** *****, which we received on October 30, 2014.
We understand that he would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address his concems, and we believe the following tirneline will help
provide clarification:
• On July 27,2014, Mr. ***** started his homeowner's insurance coverage with us and agreed to a
withdrawal of$92.60 from his checking account ending in 8116. The payment was retumed to us as a
decline.
• On August 2, 2014, we mailed Mr. ***** a notice of pending cancellation explaining that we would
need payment by August 17, 2014, or the policy would cancel for non-payment of premium.
• We did not receive the payment by August 17,2014; therefore, the policy cancelled for non-payment
of premium.
• We mailed notification of the cancellation and the $57.97 outstanding balance for the coverage we
provided from July 27, 2014 through the August 17, 2014 cancellation date. The outstanding balance
notices were mailed on August 22, September 22 and again on October 17; all notices were mailed to
his Columbus, Ohio address.
• On September 2, 2014, Mr. ***** contacted us to see if we could reinstate his policy. The request
was declined because there was a lapse in coverage and break in the contract when the policy
cancelled for nonpayment of premium. Mr. ***** infonmed us he would pay the outstanding balance
once he received the bill for the $57.97 in the mail.
In his complaint, Mr. ***** indicated his banking infonmation was entered incorrectly by our
representative, causing his payment to decline and his policy to cancel. We have reviewed the recording
of our initial conversation Witll Mr. *****, and the infollnation he provided is the same as what was
entered on the policy.

11/14/2014 Problems with Product/Service | Complaint Details Unavailable
11/12/2014 Billing/Collection Issues | Complaint Details Unavailable
11/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ameriprise ordered a home inspection after a homeowners loss and claim against my policy. I was not being contacted by the inspecting agency working for Ameriprise. Suddenly in May 2014 timeframe I received a cancellation notice because I had not gotten my home inspected. I, immediately called Ameriprise and told them I've been trying to schedule this and and calling the inspector. Turns out, the inspector dispatched no longer worked with the company. Given the 30 days of cancellation, I asked for another inspector to come inspect. Ameriprise told me they would trigger this and did. It was getting within 2 weeks of my policy canceling and I still had not heard from anyone. Therefore, I called Ameriprise and was told that they would keep me covered after the date, June 13, 2014 if the inspection wasn't done by then. In fact, it was not because when the inspector finally showed up he said they had a big backlog and it wasn't until I ask for Ameriprise to escalate to their own inspector to speed up the process that he got notified. In the end, I got a call on June 30, 2014 of which I still have the voicemail saved, that my inspection came through fine and there were no hazards noted. At this point, I was glad to know that this was taken care of. I have not seen any more phone calls or correspondence telling me otherwise. Today, 10/13/2014, I look at my mortgage statement to find out that i am now being charged for premium homeowners insurance. I call my mortgage company to find out that i didn't have an active policy on file. My mortgage company and I called together to Ameriprise where i discovered this was in fact the case. Ameriprise tells me that they did not reinstate the policy and it was due to my not responding. There was nothing i received that indicated i needed to respond to insure I would still remain covered. I was on the phone for over 90 minutes and spoke to **** a supervisor who said they could not help me.

Desired Settlement: I am asking for Ameriprise to do the right thing and reinstate my policy as they said they would. This was based upon phone conversation, email and voicemail I have. I also would like to be compensated for the 5 hours it has taken for me to go through numerous follow ups this evening. I am being charged 4 times more than what my existing policy would have been through Ameriprise and I would like to be reimbursed for this. I understand these things happen, but I've been a long-standing customer with this company and feel like the ball was dropped here. I am really surprised that today when I spoke to a supervisor by the name of **** at Ameriprise, he told me that no correspondence was sent to me indicating the policy would not be reinstated as I was told. He said that only the one phone call was made that was the voicemail telling me the inspection was completed and no hazards were noted.

11/2/2014 Problems with Product/Service | Complaint Details Unavailable
10/31/2014 Problems with Product/Service | Complaint Details Unavailable
10/26/2014 Billing/Collection Issues | Complaint Details Unavailable
10/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ameriprise is a joke. I used to have them and i tried to quote to go back and they denied me insurance. I have one at fault accident on my report that falls off next year. I will never recommend them to anyone. They are a partner with the company I work for. If this is how you treat a former customer then I am glad i left.

Business Response: Thank you for sending the complaint filed by Mr. **** *********, which we received on September 28,
20 14. We understand that he would like a more detailed explanat ion of why coverage was not offered.
We appreciate the opportunity to address his concerns.
[n his complaint, Mr. ********* said we would not offer him auto insurance. We emailed Mr. *********
to discuss this matter because we were not able to locate him in either our Policy Administration system
or our online system. Mr. ********* explained he tried to retrieve a previous online quote, but it was
unavailable. Regrettably, because we could not locate the quote, we could not detennine why it may have
been declined.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.
Sincerely,
******** ******

10/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ameriprise Insurance Co. never settled my content coverage after our house fire. All three levels were rebuilt and they claimed that their computers were not efficient in opening the DVD that contained our content damage. Lists, receipts, and other evidence was shown and they refused to accept it. They payed the builder for a job which was not finished.

Desired Settlement: A settlement for the house contents and diamond ring.

Business Response:

Thank you for sending the complaint filed by Ms. ***** ****, which we received on June 24, 2014.
We understand that she feels there was a delay processing the claim. We appreciate the opportunity to
address her concerns.
On April 30, 2014, Ms. ***** reported a loss for fire damage to her home. We assigned ********** ********* ******* (***), an independent adjusting firm, to inspect the damage and provide an estimate
and report with their findings. We assigned *** ******** ********, an independent restoration
company, to complete mitigation services; and *********, an independent contents restoration company,
to inventory and clean personal property, and write a list of non-salvageable items. ********, an
independent contents replacement service, was provided with a list of the non-salvageable items to
complete research and confirm replacement cost values.
To date, total payments have been issued as follows:
Coverage A - Dwelling
Coverage C - Personal Property
Coverage D - Additional Living Expense
Coverage B - Unattached Structures
$458,536.34
$73,991.88
$80,406.23
$1,206.43
Ms. ***** also submitted an inventory list of damaged contents in the amount of $256,731.27. The list
included many items that were discarded prior to our inspection ofthe loss, and a diamond ring valued at
$10,000. The inventory list also included items that were cleaned or deemed non-salvageable that were
previously included on the inventory list provided by *********. We sent the inventory list to ********
to complete research and confmn replacement cost values of any additional items not included on the
********* inventory list.

Ms. **** provided some photos of contents being claimed; however, the photos did not show any
damage to the contents. Since the contents were di scarded prior to allowing us to inspect and continn the
damages, we were unable to provide coverage for these items. The applicable portion of your policy
reads:
Conditions
What To Do In Case Of Loss
I f a covered loss occurs, the insured person must:
e) Exhibit the damaged property to us or our representative, as often as may be reasonably required;
Regarding the $10,000 diamond ring being claimed, we asked Ms. **** for additional information
regarding this item including where the ring was at the time of loss and after the loss. We also requested
that she provide supporting documentation continning the extent of damage to the ring and why it needs
to be replaced.
On April 2, 2014, we received an email from Ms. ****** stating we will be hearing from her lawyer, Mr.
****** *******. After we receive a letter of representation from Mr. ******* we will contact him to
discuss any further concems regarding the claim.
If you have any questions about this information, you may contact me at ###-###-#### Ext. ####.
Sincerely,
**** ******
******** ******* * ********** *** ******** ******** ********* ******* ********** **** * **** *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Goodmorning Bradley,

I want this to go to you and **** ****** Division manager at IDS Property Casualty Insurance Company/ ameriprise. I have tried to contact and no answer. The buiowner received 36,896.30

Regards,

***** *****

 

 

Business Response: Thank you for sending the fifth follow-up complaint filed by Ms. ***** ****, which we received on
September 19,2014.
As mentioned in our previous response, we received notice of a lawsuit related to this claim. Therefore, it
was transferred to our Legal department. The file is now in litigation, and we cannot discuss it further in
this forum.
If you have any questions about this information, you may contact me at I ###-###-#### Ext. ****.

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My policy was cancelled after the payment for the month of July was returned for none payment after I had been with Ameriprise since 2002 and have never had any issues with the my account . I was also informed by Ameriprise earlier this year that my rental insurance was cancelled due to none payment. When I called and spoke to the customer service rep about my rental insurance and explained to her why; due to the account that the initial payment was taken out in December of 2012 and I did not realize it until after the cancellation, I had someone forwarding my mail then for another contract I was working on. She would not consider reinstating it. Now I am living at another address and was working on a contract in Kentucky, now my auto policy has been cancelled. I explained that I was consulting in another state for 3 months and there was no one there to retrieve my mail. I also explained to ******, after she stated that I should have forwarded my mail to Kentucky or had some one to retrieve mail, that the company that I was contracting with paid for a hotel and vehicle rental for me to use for the 3 months and it was not possible to forward my mail to the hotel. I also stated that I tried the forwarding and someone to retrieve my mail and I received a phone calls from Ameriprise questioning me about it - one for the P.O Box and one for the forwarding. As I explained to ****** that if I am working on a contract all I can do is either hold my mail or let it pile up until I am able to back to check mail. I also am not understanding why I didn't receive a call in regards to my payments being declined for the auto or the rental. In the past I have gotten calls if something was going on with my account. Now, I get nothing-unless there is an address discrepancy or someone calls in and reports to Amerprise that I don't live at the address. When I spoke to someone in regards to that the young lady that I spoke to would not give me any information in regards to it which I felt she should give me the information since I am the one paying the account. I did explain to her that my daughter's EX was bitter after their break-up which is what happen with why my rental insurance was cancelled due to him throwing the policy in the trash. But the renter's insurance should have been mailed to the address that was associated with the rental which would have been forward to my PO Box.

Desired Settlement: I am not sure what direction to have taken in this matter, but I would like my auto policy reinstated. I have maintained my homeowners and auto policy with Ameriprise for over 12 years as well as rental insurance when I lived in ********. If you could make an exception this time that would be greatly appreciated. Thank you. ****** *****

Business Response: Thank you for sending the concern filed by Ms. ****** *****, which we received on September 4,2014.
We understand that she disagrees with our decision to not reinstate her policy. We appreciate the
opportunity to address her concerns.
Ms. *****'s automobile insurance policy canceled on August 14, 2014, for non-payment of premium.
Her policy was on an automatic monthly payment plan with a normal due date on the 15th of each month.
On July 14, 2014, she called and requested an exception to have her July 15 payment taken on July 18.
We agreed. We attempted to withdraw her scheduled payment, as agreed, on July 18, 2014. That attempt
was not successful. However, prior to her bank retuming the transaction to us, a second attempt to
withdraw funds was made, and that attempt was also unsuccessful. Her bank returned the transaction to
us on July 30, 2014, for insufficient funds. On that same day, we mailed a notice to her at **** * ***** **** *** **** ****** ** *****, which was the mailing address of record. This notice informed Ms. *****
that the policy would cancel on August 14, 2014, if she did not respond and make payment arrangements.
We had no other address information for Ms. ***** and this notice was never retumed to us by the postal
service as being undeliverable or having an incorrect address. With respect to policy cancellation, we are
required by ******** statute to mail a written notice; we are not required to call clients when a payment
attempt is unsuccessful.
We understand that Ms. ***** is periodically away from her home for work and has challenges receiving
her mail or having it forwarded. We carefully considered this factor when we spoke to her on September
3,2014. However, by that time, her policy had been canceled since August 14,2014, and because of this
lapse in coverage we were unable to reinstate it. In light of this inquiry, we reviewed Ms. *****'s policy
again; regrettably, we are unable to accommodate her request for reinstatement due to the fact that her
policy experienced a lapse in coverage. We do have an affiliated agency that may be able to assist Ms.
***** in securing coverage. They can be contacted at ###-###-####.
In her complaint, Ms. ***** also mentioned her rental insurance, which canceled on December 19, 2013
due to non-payment of premium as a result of a declined credit card transaction. We spoke to Ms. *****
on February 11 and 12,2014, and we explained we were unable to reinstate the policy due to the lapse in
coverage that occurred.
We regret that we cannot be of further assistance. If you have any questions about this information, you
may contact me at I ###-###-####, Ext. ****.

9/19/2014 Billing/Collection Issues | Complaint Details Unavailable
9/1/2014 Problems with Product/Service | Complaint Details Unavailable
8/23/2014 Billing/Collection Issues | Complaint Details Unavailable
8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a new policy for auto insurance in January 2014. The policy number was ********** for vehicle with CA license *******. The policy declaration states clearly that the policy period is 01/21/2014 to 07/21/2014. I never applied for or signed an agreement for any other period. On June 20, 2014 I moved to ****** to study in a post-degree program at the ********** ** *********. I put my car in storage and purchased a stored vehicle insurance policy from Farmers Insurance, effective June 17, 2014. I sent a form letter to Ameriprise IDS Property Casualty informing them of my move, new address and decision not to continue being a client. There is no evidence my request my read or processed. On July 23, I checked my online banking report with ******** online and saw that Ameriprise IDS Property Casualty charged me $714.87 on July 22 although the only policy I received stated in writing that the policy period ended July 21, 2014 and I did not agree to any other term, verbally or in writing. I have called the number listed on my policy documents three times, but this is an expensive international call. No live agent answers the phone, the phone menu does not include discontinuation of service or billing error correction among choices and after selecting "other" the call disconnected. The recording referred me to the website www.ameriprise.com/ford service, but the page currently displays the message "Sorry we can't find your page -- the page you are looking for has been removed from this site."

Desired Settlement: Please refund the unauthorized charge of $714.87 to my credit card account.

Business Response: Thank you for sending the complaint filed by Mr. *** ******, which we received on August 1, 2014.
We understand that he would like a more detailed explanation of why his policy renewed. We appreciate
the opportunity to address his concems.
On January 21, 2014, Mr. ****** purchased his policy using our online quoting system. We bound
coverage effective for January 21,2014, to July 21,2014. When we issued the policy, we also provided
Mr. ****** with a copy of our California Auto Policy booklet.
On June 6, 2014, we mailed our renewal offer to the only address we had on file for Mr. ******: *** ******** ******* ********* **** **** ****** **. In that offer, we stated the policy would renew on July 21, 2014, and that we would be applying a payment of $714.87 to his credit card.
We never received the "form letter" tllat Mr. ****** mentions in his complaint. In fact, the last time we
had any communication with Mr. ****** was February 3, 2014. However, as a courtesy to Mr. ******,
we will honor his cancelation request effective for July 21, 2014. We have issued a credit of $714.87 to
his credit card, which should appear in the next 3-5 business days.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.

8/15/2014 Problems with Product/Service | Complaint Details Unavailable
8/13/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service | Complaint Details Unavailable
8/7/2014 Problems with Product/Service | Complaint Details Unavailable
7/2/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my home loan march of 2013. I set up an escrow account that includes home insurance that was paid in full upon closing through ********** ******. ********** ****** made a billing error and sent the check to ameriprise instead of safeco. Never heard from ameriprise whatsoever. Fast forward, October 2013, i received a call from a collections company telling me that i have been reported for unpaid dues of $167 by safeco for insurance coverage march-may 2013. I called Safeco and they notified me that i do not have insurance coverage since june which gave me chills since its the summer/fire season. They informed me that they have not received any payment from ********** ******. I reviewed my documents and it was clearly stated there that home insurance was paid in full for 1 year in the amount of $776.00. I called ********** ****** and they gave me a run around, after about a week of threatening and constant call to their office. One of the assistants gave me a call and stated that she had requested my files to be reviewed and it would take about 2 days for the file to arrive at their office. She was the only one who was helpful enough and the rest never cared. After about a week, i received another call from them saying that they made an error of forwarding the check to ameriprise and sent me a proof that it was cashed out! She also told me that ameriprise had put it in on another person's account although it was clearly stated there with my name and address. Ameriprise never called me no the escrow. They just went ahead and cashed the check which is very shady. After raising hell they refunded me my $776 in 2 payments in january 2014 and feb 2014. Not a word from their customer service at all when they said they will call me after their investigation. During this whole mess, it caused me a massive dip in my credit score with collections account that will stay for 7 years, and no home insurance from june-october! My interest rates sky rocketed and my bad credit score prevented me from refinancing. Had something disastrous happen to my home, i would end up homeless in the streets because of dishonesty and incompetence starting from ********** ******, ameriprise, safeco and US bank who stated they did not have any idea since they had not called safeco for verification! Overall this mess gave me tremendous amount of stress and i had gone to the physicians office for anxiety attacks. It will end up causing me thousands of dollars due to the high interest rates i have which isnt fair at all

Desired Settlement: I would want the collections removed from my credit report, i also would like to receive a copy of the investigation from ameriprise and ********** ****** and for US bank to write an explanation letter regarding their deliquency which ruined my chances for a better rate, ruining my finances by costing me thousands of dollars overtime for high interest ratesand could have potentially ruined my life.

Business Response: Thank: you for sending the complaint filed by Ms. **** **** ******, which we received on June 9,2014.
We understand that she has concerns surrounding the payment we received from ********** ******. We
appreciate the opportunity to address her concerns.
On March 12, 2013, we received check #***** in the amount of $776.00 from ********** ******* ****
for policy #*** * ******. There was no name or address listed on the check; so, we sinlply applied it to
the account number provided. We had no way of knowing the check was actually associated with Ms.
******.
On November 19, 2013, Ms. ****** called to inform us that check #***** had been deducted from her
escrow account, but she did not have a policy with us, and she was requesting reimbursement.
We immediately started investigating what had happened, and from November 22, 2013 through February
28,2014, we worked with ********** ****** and the insured to whom the funds were credited to collect
the premium owed to Ms. ******.
Our insured mailed payments to ********** ******, but ********** indicated the checks needed to be
issued by us. Therefore, ********** sent the payments to us, and we then issued ********** the following
refund checks: #******* for $400.00 on January 25, 2014, and #* ***** * for $376.00 on March 1, 2014.
We did not report anything regarding this situation to a credit bureau.
We apologize for any inconvenience or frustration this situation has caused Ms. ******. If you have any
questions about this information, you may contact me at ###-###-####, Ext. ****.

Consumer Response:

I accept their explation about what happened but does not resolve my credit issues. I would like my complaint forwarded to *** ***** *** to investigate ****** ********** ** **** an ********** *****. Thank you





[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10082040, and find that this resolution is satisfactory to me. 

Regards,

 

Jhee Anne ******

 

 

 

6/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE A SECOND POLICY THRU LIBERITY MUTAL AND THEY HAVE SINCE PAID THIEIR PORTION OF THE CLAIMWHICH IS ROUGHLY 8 PERCENT LEAVING AMERIORISE THE BULK OF THE CLAIM LIBERITY MUTAL WENT THRU THE SAME INVESTIGATIVE PROCEDURES AND PAID WHICH PROVES THAT AMERIORISE IS ACTING IN BAD FAITH BY NOT PAYING AMERIPRSE SEND SOUT SEVERAL DIFFERNET ESIMATORS AND THE AMERIPRISE ADJUSTER INFLUENCES THEM BY INSTRUCTING THEM WHAT TO INCLUDE AND WHAT TO EXCLUDE I DISAGREE WITH THIS AS ESTIMATOR SHOULD BE ALLOWED TO WRITE WHAT THEY SEE AS FAR AS DAMAGE

Desired Settlement: process claim and pay the claim

Business Response: Thank you for sending the complaint filed by Mr. ****** *****, which we received on May 13,2014. We
understand that he feels we are acting in bad faith by not paying his claim . We appreciate the opportunity
to address his concerns.
In his complaint, Mr. ***** states ******* ****** Insurance Company has paid their portion of the claim
and, because we have yet to do so, we are acting in bad faith. This is not the case. Instead, ******* ******
may not have the same claims handling processes as we do, resulting in the different payment timeframes.
Mr. ***** reported that personal items were stolen during an act of vandalism to his property. In order to
process his claim, and in accordance with policy language that defines a homeowner's duties in losses
like this, we requested supporting documentation from Mr. *****. To date, we have only received a few
paid receipts for the stolen items, and we are currently issuing payment to Mr. ***** for those items.
Should Mr. ***** provide us with similar documentation for the balance of the stolen items, we remain
willing to pay him for the loss.
Regarding the vandalism, Mr. ***** hired a public adjuster as his representative. We are working with
this individual to move the claim forward. We must validate any estimates to be fair, reasonable and
within industry standards. We have validated estimates on the structure portion of the claim and are
currently processing the supplemental payment.
We understand that Mr. ***** is frustrated with the length of time it is taking to resolve this claim . It is
always our intention to handle all claims efficiently, and we regret that he feels there is undue delay. We
look forward to resolving this claim once we receive the required documentation necessary.

6/14/2014 Problems with Product/Service | Complaint Details Unavailable
6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 10 Myself and two neighbors were sitting on my lawn when my neighbor from across the street backed out of her driveway and hit my car. She did not stop and she took off out of the neighborhood only to return about 3hrs later. On April 15th I finally received her insurance information. I talk to ********* **** to file a claim. ********* **** informed me that since I was parked near a fire hydrant they are only responsible for 80% and I am responsible for 20% because it is my fault that I parked near a fire hydrant. In my residential neighborhood we have no curb or gutter the area is not painted red. It is also about 6 feet up in my yard on the border of my property behind a huge bush. I was about 5-6 feet from the fire hydrant. In UT on slcgov.com web site it states that you measure from the middle of the hydrant and it is 5 feet from either side. I was within that! ********* **** Said that since I was parked by a hydrant her client I guess has the right to hit me and not be 100% responsible. I believe that all drivers have the duty to maintain control of their vehicle, be aware of their surroundings and avoid any potential hazards(PARKED CARS) on the roadway. I need help with my claim of 763.13 Their Client Is 100% responsible. This has been going on for weeks tons of phone calls and emails, it is time this ends.

Desired Settlement: I want this claim done fairly and paid 100%. No one has the right to hit another car no mater were it is parked at.

Business Response: Thank you for sending the complaint filed by Ms. Bobbi ****, which we received on April 29, 2014. We
understand that she disagrees with our determination of liability. We appreciate the opportunity to address
her concerns.
In our investigation of this loss, we obtained statements from our insured, Ms. ****** *******. We also
spoke with Ms. ****, and we contacted both witnesses to the accident.
Ms. ****'s vehicle was parked on the roadway in front of a fire hydrant. Ms. ******* backed out of her
driveway and struck Ms. ****'s vehicle. Ms. ******* explained to us that she had asked Ms. **** many
times prior to the accident to not park directly behind her driveway near the fire hydrant as it is difficult to
exit her driveway with a parked vehicle there. Ms. **** continued to park in this area.
On April 15,2014, we had a conversation with Ms. **** regarding the liability on this claim. We
infomled Ms. **** that we were unable to cover 100% of her damages due to her being illegally parked
near the fire hydrant. We advised her of Utah Statute 41-6a-140 I, which states that a vehicle should not
be parked within 15 feet of a fire hydrant, except momentarily. Ms. **** stated that she has been parked
there for 30 minutes. We feel that Ms. **** was negligent for parking her vehicle in front of a fire
hydrant, which is a violation of the cited state regulation.
We offered to pay Ms. **** 80% of her total damages. Ms. **** disagreed with this liability
detemination. In an effort to resolve this matter, we extended another offer to pay 90% of Ms. ****'s
damages. She declined our offer and advised that she was going to file her damages with her own
Insurance company.
We are currently waiting to receive the demand from her insurance company. We will then work with
them to resolve the liability portion of this claim.

We understand that our insured struck a parked vehicle, and we are truly sorry for the frustration this
unfortunate event has caused Ms. ****. However, we have to consider state regulations when making a
liability determination. We remain wi lling to work with her insurance company to reach an amenable
resolution.
If you have any questions about this information, you may contact ****** ******* at ###-###-####,
Ext. ****.

Consumer Response: On Tue, Jun 3, 2014 at 4:38 PM, **** ******* <*******************> wrote:

Case # ********
 
On May 2 2014 I filed a complaint with the State of Utah Insurance Department. They wrote Ameripise a letter, on May 29th they responded with a letter to my complaint.  On June 2 2014 I received a call from Ameripise offering to pay 100% of my claim. It has now been almost 2 months since this first happened I can not begin to tell you how many phone calls or letters have been sent. I am very thankful that this is all over with. Ameripise is a very difficult to deal with. I hope I never have to deal with them again.
 

5/30/2014 Billing/Collection Issues | Complaint Details Unavailable
5/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was writing to you to file a complaint about Ameriprise's underwriting process. A few months ago I called and tried to switch my homeowners insurance to Ameriprise from **********. I was told I could not do so until after November, as November 3 years ago was when we filed our last claim with **********. I asked the guy to check with underwriting to see if they would approve it as we have car insurance with them, good history and no missed or late payments. He said he would check and shortly came back with a "no." Whether he checked or not, I do not know. But here is my problem.... We did file a claim 3 years ago November, because we came home the day before Thanksgiving 2011 to water pouring out our front door. What happened was the water expansion tank had fallen over and the pipe burst causing pressurized water to spew everywhere. Upon further investigation, the claims adjustor looked closer into it and determined that the fault was likely on the installer. The installer repaired the pipe at no cost to us, and ********** confiscated the damaged expansion tank and pipe. The claim is now sitting with ********** subrogation department to see if they can recoup the money and it has been for about 3 years now. They said that it should be finalized by July and there should be a final decision rendered from mediation or litigation. I feel this is very unfair that I am penalized for the error of someone else, for filing a claim on an insurance policy that was no fault of my own. This was not an act of carelessness or an act of danger, this was an act of poor installation in which the homeowner paid the price. This clearly wasn't inspected well by the builder or the building inspector who signed off on the new construction. In any case, I feel that not writing us a policy is unjust. The company makes a "hard stance" because it is water damage, when it is not and was not our fault. Now my wife and I are about to move into a new home, and when I tried to quote it online it will not allow me to, stating that we were denied due to past claims. We are being forced to pay higher premiums, we are not able to take advantage of discounts offered by being a Costco member and Ameriprise insured and we miss out on multi policy discounts. I am asking you to make this right, contact ********** if you must to verify the validity of my story. We are the victims here and being penalized unjustly. You can see our history with Ameriprise. You can see our billing and payment history, you can see our credit score of over 750. You can see my history with **********, you can see ONE claim... Please reconsider and help us to be able to take advantage of lower rates on our home owners insurance and car insurance as well. According to further conversations with Ameriprise call centers today, they don't like to write insurance on addresses that have had water damage because there is a risk of mold damage if not dried out properly. They also said that because we are moving, that wouldn't apply to the new home we were trying to insure. Then I found out that underwriting can override the "policy" but is choosing not to because the company is not performing well in NC so they are refusing to reason. Please help! I am understanding that underwriting CAN override the "rules" and that management is not able to in the call center, but underwriting could. Per Cory who I spoke with this evening, underwriting will not. I find it absolutely absurd that this company can't see the diligence in a good customer. Cory told me that there would be no exceptions, because the company takes a "hard stance" against water damage regardless of who is at fault, he also told me that to expect a courtesy in NC was not going to happen because the company is not performing well in NC. Again, not my issue. ********** is taking subrogation against the contractors insurance firm, which should prove that I was at no fault, nor was it my issue, so again, I believe that this is terribly unjust. Thanks in advance, James Our new property address is: **** **** *** **** ****** ****** ** ***** The quote I was denied on is: **********

Desired Settlement: Please allow me to have insurance with Ameriprise for my home and take advantage of the discounts available. I would also like to be paid back the discounts that I should have been receiving on my car insurance had I been allowed to have insurance all this time, which I should have been. This extra stress is ridiculous to put someone through.

Consumer Response: On Mon, May 19, 2014 at 11:10 AM, ***** ******* ************************ wrote:

I attempted to update my complaint with the BBB and notify you of satisfactory result. I would like to drop my claim and am satisfied with Ameriprise and ***** professionalism in this matter. I was unable to update the complaint on your website as I attempted to on Friday night as it would not allow me to until the business responded. 
Thank you
 
******  

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My insurance company sent me notice of cancellation sometimes last year 2013 that my insurance will not renew by the end of March 2014, I filed complaint with them and they investigated the matter, then they sent me a letter in Feb 11 2014 that they have decided to renew the policy again until March of 2015. When I receive the letter of renewal, I called them and spoke to a live person who then confirmed that my insurance has been renewed for one more year. but to my surprise, they sent me a letter dated 4/22/14 that they have cancelled my homeowner insurance as 04/19/14, this is a surprise to me and there was no notice or call to let me know they will do this, as of now, I don't have home owner insurance. I don't know how a company can just cancelled your insurance with no notice just because they are able to do it.This is unacceptable and misinformation on their part. I spoke with a live person in February and he confirmed that my policy was renewed, this was after I received a letter from them on 2-11-14. They have collected the money from my mortgage company. Please help look into this. Thank you, *****

Desired Settlement: Renew my policy as agreed or for 60 days to allow my to shop for a new insurnace company.

Business Response:

Thank you for sending the complaint filed by Mr. ******* *****, which we received on May 13, 2014.
We understand that he would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address his concerns.
Mr. ***** previously filed a series of complaints against us with your office, beginning on January 27,
2014. Mr. ***** was concerned that we were unable to renew his home policy due to the number of
claims within the prior three-year period. Concurrently, Mr. ***** also filed a complaint with the
******** ********* ************** (***). As is typical for their office, the *** asked us to keep
coverage in place while they investigated the complaint and made a final determination. To meet this
requirement, we renewed Mr. *****'s policy and continued coverage.
On March 19, 2014, the *** sent a letter to Mr. ***** advising him of their finding that our action was
lawful. This letter also stated: "This determination will be effective thirty (30) days after this letter which
means that your insurance coverage which has been held in place pending this determination will end at
12:01 a.m. on the 30th day following the date of this letter."
In accordance with the finding and notification from the ***, we set Mr. *****'s policy to cancel
effective April 19,2014. Mr. ***** contacted the *** again disputing this cancellation. However, after
completing their investigation, the *** closed their file since the policy cancellation was set in
compliance with ***'s March 19, 2014, determination.
We understand that this is not the outcome Mr. ****** would like, but we are unable to provide further
assistance to him at this time.
If you have any questions about this information, you may contact me at ###-###-####.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I will pursue a legal action against them.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *****

 

 

4/22/2014 Problems with Product/Service | Complaint Details Unavailable
4/17/2014 Billing/Collection Issues | Complaint Details Unavailable
4/14/2014 Problems with Product/Service | Complaint Details Unavailable
3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company insures the driver who ran a red light and hit my car on Friday, 31 January 2014, ***** *****. This accident left my car inoperable because she hit the front right wheel. I paid $295 to get the car from the tow yard, too. I have called Ameriprise and only receive promises that my calls will be returned. To date, I have not heard back from them and they have neglected to come see the damage to my car. I am waiting for them to look at my car so repairs can begin. I am too young to rent a car. Therefore, I am without a car while awaiting their response and then until repairs are done.

Desired Settlement: This company should call me promptly to schedule an appointment to view the damage and discuss reimbursement for towing as well as the cost for repairs.

Business Response: Thank you for sending the complaint filed by Ms. **** *******, which we received on February 25,
2014. We understand that she feels there was a delay processing the claim. We appreciate the opportunity
to address her concerns.

On February 3, 2014, our insured reported this claim to us. At that time, we were not provided with any
information about Ms. *******. On February 13, 2014, we obtained a copy of the police report that
allowed us to identify Ms. ******* as the owner of the other vehicle involved in this accident.

On February 26, 2014, we left a voicemail message for Ms. *******, and spoke with her on February 28,
2014. During that conversation, Ms. ******* stated she would like to be present when her vehicle is
inspected. To accommodate Ms. *******'s request, we have scheduled the vehicle inspection for Friday,
March 7, 2014, after 4:00p.m.

Additionally, this was an intersectional accident and there is a dispute as to which party had the green
traffic light. Therefore, we are currently attempting to reach a witness to get a statement and resolve the
liability dispute.

We are truly sorry that Ms. ******* experienced this unfortunate event, and understand her frustration
with the length of time it is taking to resolve this claim. It is always our intention to handle all claims as
efficiently as possible, and we are presently working toward an amenable resolution of this matter.
However, we genuinely regret that this experience has not met Ms. *********'s expectations.

If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.

Sincerely,

******* *********
********** *******
IDS Property Casualty Insurance Company

3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over a year ago we signed up for renters insurance through progressive. Last week we had army gear and tools stolen from our garage. I called progressive to file a claim. Apparently they contract out to like 8 different insurance companies and could not find my policy. I had to look through my bank account to dec 2012 to prove that I paid for it. They finally found it and said they cancelled it in June because the debit was rejected. They said that Ameriprise, the company they apparently contracted to, sent us a letter which we never got. Was also told that normally they give us a call on the phone, but apparently no one called us. So our renters was cancelled. We were never notified. And now were out thousands of dollars. Then asked me if I wanted to start a new policy. Yeah right.

Desired Settlement: They owe us our property. Our money. They totally failed. It was progressives responsibility to notify us. They have our phone and email.

Business Response:

Ameriprise 

February 18, 2014

Ms. ******* ****** ***** ********* 
****** ******** ****** **** 
**** ****** ******* *** ***** 
********** ** **********

Re: BBB File Number: *******
Complainant: ***** ******
Policy Number: ********** 
NAIC Number: ***** - IDS Property Casualty Insurance Company

Dear Ms. *****:

Thank you for sending the complaint ?led by Ms. ***** ******, which we received on February 12, 2014. We understand that she would like a more detailed explanation of why the policy was canceled. We appreciate the opportunity to address her concerns.

On May 26, 2013, we attempted to charge $14.28 to Ms. ******’s MasterCard account ending in 5816. The payment was returned to us as a decline.

On May 29, 2013, we mailed Ms. ****** a notice of pending cancellation to the address on ?le, explaining that we would need payment by June 13, 2013, or the policy would cancel for non-payment of premium.

We did not receive payment by June 13, 2013; therefore, the policy cancelled for non-payment of premium and noti?cation of the cancellation was mailed to Ms. ****** at the address on file.

We did not hear from Ms. ****** until February 6, 2014, when she contacted us about reinstating her policy. We declined her request because there was a lapse in coverage and break in the contract when the policy cancelled for nonpayment of premium.

We are truly sorry Ms. ****** experienced this unfortunate event, and we understand that this is not the outcome she would have liked. However, due to the policy status, we are unable to provide coverage for the loss.


If you have any questions about this information, you may contact me at ###-###-####, Ext ####.

Sincerely 

***** ******** 
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
 

2/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I initially responded to an e-mail which sounded like a request for a customer satisfaction survey. When I called Ameriprise, I was informed that my account was past due and I would be billed for January and the past due month. According to Ameriprise's records, my August payment had been refunded back to me. After reviewing my records and consulting with my bank, I informed Ameriprise that a refund was never received. (Initially I was told my balance was past due because of NSF.) I worked with **** at Ameriprise for days while he tried to sort out my account. There had been a change in my policy due to a wreck coming off my record. I was repeatedly told that was how the system set it up. I told Ameriprise that I did not feel like I should be held responsible for an error in their system. I provided proof of no refund from them via faxing bank statements. After I had exhausted ****'s expertise, I was sent to his senior advisor *****. Upon talking to *****, I was informed that when my policy had been amended, the system set my six month policy up to be billed over seven months instead of six; therefore, I still owed them a month. I again stated that I should not be held accountable for system error. Never once did I receive a phone call or letter stating that my account was past due. I did receive my new insurance cards and notice of renewal for my lien holder. Basically, I was told that I should have noticed that the payments didn't add up to the total of my policy and I still owed. But, they would be happy to refund any NSF fees I may have encountered only if I could prove it via bank statement.

Desired Settlement: I would like a refund of $56. A letter of apology would be nice as well.

Business Response: Thank you for sending the complaint filed by Ms. ******* *******, which we received on February 5,
2014. We understand that she would like additional details surrounding her auto insurance payments. We
appreciate the opportunity to address her concerns, and we hope the following timeline provides
clarification:
• On July 9,2013, we mailed Ms. ******* a renewal offer for $557 every six months. Included with
the renewal offer was a Preauthorized Withdrawal Notice informing Ms. ******* that starting on July
22,2013 we would withdraw $93.85 from her checking account each month (including a $1 monthly
convenience fee).
• On July 12, 2013, Ms. ******* requested the removal of an accident that occurred on August 30,
2010 once three years had passed. We agreed to remove the accident, which caused a prorated credit
of $107.4 7 and a new balance of $449.53 for the six-month policy period. Therefore, starting on July
22,2013, the installment amount changed from $93.85 to $75.82.
• \Vhen we applied the August 24, 2013 installment, we inadvertently applied the payment twice. \Ve
immediately noticed the error, and we reversed it before the money was withdrawn.
• On October 22, 2013, the $223.83 remaining balance was divided into four payments instead of tlu'ee,
which caused the installment amounts to change from $75.94 per month to $56.96 per month
(including a $1 monthly convenience fee).
• On January 14, 2014, we explained the error to Ms. *******, and that because of it, an additional
installment of$56.95 was due on January 22,2014 - in addition to the $74.85 regularly scheduled
payment. Ms. ******* asked if we could withdraw both payments from her account on January 22,
2014, and we agreed.
• On January 20,2014, we incorrectly informed Ms. ******* that we withdrew two payments from her
checking account on August 24, 2013, and we had provided a refund. Ms. ******* stated that she did '
not see a refund and would check with her bank.
• On January 27, 201 4, we received a copy of Ms. ******* bank statement showing we only withdrew
one payment in August, which is accurate. There was no need for a refund because we only made one
withdrawal.
• On January 28, 2014, Ms. ******* contacted us to review her billing. We apologized that the en-or
on October 22,2013 caused the need for two payments, and we explained that if she received any
non sufficient fund fees as a result, she should send a copy of her bank statement, and we would
review it for reimbursement.
We apologize for the confusion and frustration this billing error caused Ms. *******; however, we are
unable to provide a refund because we did not overcharge Ms. ******* for the coverage provided.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. ******* *******
*** ******* ***
*** ******** ** ******** **

2/19/2014 Problems with Product/Service | Complaint Details Unavailable
2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My initial problem is that my insurance was wrongfully cancelled. I received all correspondence on Feb 3 2014 that my insurance would be canceled as of January 23, 2014. I checked with my bank to see if an attempt had been made on their behalf to withdraw the funds and the bank conformed no attempt was made. They felled to reach me via phone, e-mail, or letter in adequate time to respond.Another person on this same policy was in communication with them for the past four weeks and this was not mentioned. I have documents to prove this. I contacted the insurance on February 3,2014 and was told that my payment did not process and was returned to the bank. This is incorrect because the bank conformed that no attempt was initiated by the insurance to withdraw funds. They failed to meet basic consumer needs. I updated all my card information so that the transactions could be processed. The information inputted to preform all transactions was updated even though they say it was expired in 10/13 they continued to process the payments for 10/13,11/13, and 12/13. It was not until a claim was made to the insurance in December 31, 2013 that they were unable to process the payment in January 2014 and cancelled my policy. This is an error on the company behalf and I should not be penalized for the error or the fact that a claim was made.

Desired Settlement: I would like my policy reinstated and no history every showing that it was cancelled.

Business Response: Dear Mr. **********:
Thank you for sending the complaint tiled by Ms. **** ****, which we received on February 5, 2014. We
understand that she would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address her concerns.
On January 7, 2014, we attempted to charge $181.36 to Ms. ****'s Visa account (ending in ****). The
payment was returned to us as a decline.
On January 8, 2014, we mailed Ms. **** a notice of pending cancellation to the address on file,
explaining that we would need payment by January 23, 2014, or the policy would cancel for non-payment
of premium.
We did not receive payment by January 23, 2014; therefore, the policy cancelled for non-payment of
premium. On January 29,2014, we mailed notification of the cancellation to Ms. ****, along with a
refund check in the amount of $5.12 for unused premium.
On February 3, 2014, Ms. **** contacted us about reinstating her policy. We declined her request because
there was a lapse in coverage and break in the contract when the policy cancelled for nonpayment of
prenuum.
We acknowledge and appreciate that Ms. **** had been a long-term client, and after fun her review, we
are willing to discuss reinstatement with her if she calls before February 21, 2014.
If you have any questions about tlus infornlation, you may contact me at I ###-###-####, Ext. ####.
Sincerely,
********* *********
****** ************* *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

**** ****

 

 

 

2/11/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
2/2/2014 Problems with Product/Service | Complaint Details Unavailable
2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have active auto insurance with Ameriprise. My vehicle was declared as a total loss after a car accident, which happened around 4 months ago and was 100% the other party’s fault. I received only part of the payment from Ameriprise about one month after the accident, the partial payment was equal to the actual compensation amount subtract my deductible of $1000!!?? However, up until today, Ameriprise hasn’t paid that $1000 back to me. On top of that, I needed a rental car as a replacement during the settlement period of the case, Ameriprise refused to have my rental car expense entailed by the accident reimbursed. I am looking forward to a solution to the issues.

Desired Settlement: Ameriprise should pay me back the deductible of $1000 and take care of the reimbursement of my rental car expense. Thank you!

Business Response:
Thank you for sending the complaint filed by Ms. *** ***, which we received on January 14, 20 14. We
understand that she feels there was a delay processing the claim. We appreciate the opportunity to address
her concerns.
Ms. ***'s vehicle was hit in the rear by another vehicle while traveling on a highway. It was detennined
that the driver of the other vehicle was fully at fault for the collision, and Ms. ***'s vehicle was declared a
total loss. The driver of the other vehicle is a member of the U.S. Army. Becanse the Anny needed to
complete an investigation to detennine whether the accident would be covered by the Anny or by the
driver's personal insurance, we recommended that Ms. *** file her clain, with our company to expedite
the process.
We have paid for the loss of Ms. ***'s vehicle, but we are unable to reimburse her the rental expenses she
incurred during the claim process because she did not elect to have Rental coverage on her policy. In
addition, we were unable to waive Ms. ***'s $1,000 Collision deductible since the Army is still
investigating coverage and has not accepted liability for the claim.
Once the salvage of her vehicle was settled, we submitted a recovery demand to the Army on November
27,2013, and we have been following up with them monthly in regard to the status of the claim. To date,
we have not received a response that they are accepting liability; we have only been advised that they are
still investigating coverage. We recently provided Ms. *** the contact information for the Army so that
she may attempt to recover her out -of-pocket expenses herself, and we will continue to contact them as
well.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
******** *********
****** ********** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. *** ***
** ***** *****
********** ** *****

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/26/2014 Problems with Product/Service | Complaint Details Unavailable
1/25/2014 Problems with Product/Service | Complaint Details Unavailable
1/21/2014 Billing/Collection Issues | Complaint Details Unavailable
12/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The insurance company told me I had the right to chose any body shop and repair center I wished both 1) when I signed up for the insurance discussing any potential claims and 2) after my vehichle was vandalized on black friday. The insurance company sent a criminal that asked for the combination of my garage code, then had me pay to have teh vehichle moved. The insurance has now told me that I have to have the person that wanted to break into my house do the work and will not pay the estimates for the work to be done even though I was told mulitple times that I had teh right to chose the person to do the repairs. I was even told to use *** ***** **** dealership to do the repairs in *********** on Friday November 29th. Now the insurance company has told me they will not authorize the repairs at *** ***** ****. They have been extremely difficult to deal with. I have been lied to.

Desired Settlement: The insurance needs to keep their word and let me have teh vehichle repaired using Toyota brand glass, **** **** **** tinting and let me use the body shop of my choice. A few days ago I was told that this was OK. Today I was told a contradictory statement. I was reffered to these company from Costco whom you would never expect this bad customer service with.

Business Response: Dear Mr. **********:

Thank you for sending the complaint filed by Mr. **** ****, which we received on December 11th ,2013.
We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concems.
We hired ***** ********* ******** to assess the damage to Mr. ****'s 2000 Toyota Avalon as a result
ofa reported vandalism claim. [ spoke with Mr. **** today regarding his complaint, and he said that the
appraiser asked for his security code and required that he pay someone to move the vehicle to a location
where it could be inspected. I explained to Mr. **** that I would alert ***** to the actions of their
appraIser.
I also advised Mr. **** he has the right to use any repair shop to complete the repairs to his damaged
vehicle. His vehicle was already inspected, and ***** ***** **** would complete the repairs for the
appraised amount of $1, 171.98 - so we had issued a check to him in the amount of $671.98 on December
9,2013, which is the appraised amount less his $500 deductible. I explained to Mr. **** that if he wanted
another shop to do the work, we would simply assign an appraiser to work with that shop in order to come
to an agreed upon amount.
During our call, Mr. **** indicated that he had not decided what repair shop he wanted to use. I asked
him to call and/or email me once he had made a decision; he agreed to do so
Regarding the comment in Mr. ****'s complaint about glass and tinting: we will pay for industry
standard repairs, repair techniques, parts and labor rates.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
******* *********
******** ****** ******** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
Enclosures to Department of Insurance
cc: Mr. **** ****

12/16/2013 Problems with Product/Service | Complaint Details Unavailable
12/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had water damage on 10-13-13 in my basement due some problem outside the house, then I filed a claim with Ameriprise and they were quick to call out a company to come and dry the carpet, after which that they sent a contractor for restoration of the drywalls and the damaged carpets, before I discover the water in the house, I notice mold growing on drywall and some part of the carpets, so the contractor that came out saw the carpets and the mold and he recommeded in his estimates that my insurance change the whole carpet to avoid someone being sick from the mold, and also that because the house is 12 years old, he wont be able to get the exact carpet in the room with the water damage and for these two reasons, he recommeded to my insurance to change whole carpet in the basement. After few days, my insurance got back to the contractor and told him that they will not cover the replacement of the whole basement carpet and that they will only be responsible for the room with the water damage becase in their belief, the room has a door and I can always close the door to the room, I don’t understand their reasoning, the room is part of the basement. I said ok. I contacted three different contractors and they all told me that the whole basement carpet should be changed. I went to all major carpets companies over the weekend with my contractor and check online as well with sample of the carpets, all carpet companies I contacted told me that they don’t make this carpets/Berber/loop anymore and that they have to change the whole carpet to have a match. Here are my reasons for filing this complaint: 1. Sump pump was one the reasons I got water damage when it rained for about 3 days in October, the plumber that came said to change the sump pump but my insurance refused – I already fixed the problem out side by paying $430 and another $500.00 deductible out of pocket to the plumber – And I still have a damaged sump pump. 2. The carpets in the basement was damaged and grow mold, the contractor told the insurance to change the whole basement, yet they refused. 3. I spent several days looking for a matching carpets, all the carpet companies contacted said that I have to change the whole basememt because they don’t make the type of that carper any more, yet they refused

Desired Settlement: They should change the whole carpets in my basement as submitted in the original estimates

Business Response: Dear Mr. **********:
Thank you for sending the complaint filled by Mr. ******* *****, which we received on November 13,
2013. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.
On October 14, 2013 Mr. ******* ***** reported a claim for water damage to his basement bedroom
caused by a sump pump failure. Code Blue, an independent contractor, completed mitigation services and
provided a repair estimate ill the amount of$2,508.93; the estimate included replacement of the damaged
carpet in the bedroom. After applying his policy deductible of $500, we issued payment to Mr. ***** for
$2,008.93.
Mr. *****'s policy does not provide coverage for the repair of his sump pump - only the damage that
resulted from its failure. For your reference, the applicable portion of the policy states:
For an additional premium:
We insure for direct physical loss, not caused by the negligence of an insured , to property covered under
Section I - Property Protection caused by water or water-borne material which:
1. Backs up through sewers or drains; or
2. Overflows or is discharged from a:
a. Sump, sump pump; or
b. Related equipment;
even if such overflow or discharge results from mechanical breakdown,
This coverage does not apply to direct physical loss of the sump pump or related equipment, which is
caused by mechanical or electrical breakdown
We understand that Mr. ***** is requesting that we replace all the carpeting in the basement so it will
match. We explained that the policy does not provide coverage for replacement of the non-damaged
carpet in the basement. For your reference, the policy states:
Dwelling and Other Structures Coverages
We will not pay costs to repair or replace portions of a dwelling or other structure not directly damaged by
a covered peril in this policy, regardless if replacement materials that reasonably match the existing
materials on the dwelling or other structure are no longer manufactured or are otherwise unavailable.
We are truly sorry Mr. ***** had to experience this unfortunate event, and we understand that this is not
the outcome he would have liked. Regrettably, we are not able to change our decision after reviewing the
facts of this loss and the policy language a second time.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
**** ******
********** ******* * ****
IDS Property Casualty Insurance Company
cc: Mr. ******* *****
**** ******** **** **
******* ** *****

11/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying Ameriprise for auto insurance coverage for years. I never paid monthly payments and always paid my policy up front. From the beginning Ameriprise told me they would keep my credit card on file so they could automatically charge my policy as the policy would come due. When i asked, Ameriprise claimed if there was ever an issue with the card on file, i would receive a call immediately. This way, i would not have to worry about the bill and Ameriprise would stay on top of it. Ameriprise claimed this process would be "hassle free". In speaking with Ameriprise today, the policy was not automatically satisfied. In fact my policy has been cancelled since the middle of October. They claim the card was declined. Then they inform me that i cannot re-instate my policy because, i am now considered a high risk driver, stating my policy lapsed. Ameriprise was the reason my policy lapsed. I asked them why they did not contact me by phone. The first person i spoke to claimed they did contact me by phone. The 2nd person i spoke to, which was a superevisor, claimed that they do not have the resources to contact the customer by phone. I contacted the card company Ameriprise had on file, they claim, they cannot find any attempts by Ameriprise to request payment. I n other words the card was not declined. This proves gross negligence on the part of Ameriprise and i will be posting complaints on every site and source i possibly can. My Ameriprise policy insured approximately $550,000. in vehicles and i just found out i have been driving without insurance for 2 week.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Mr. ***** *******, which we received on November 6,
2013. We understand that he would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address his concerns, and we believe the following timeline will help
provide clarification:
• On August 15, 2013, we mailed Mr. ******* his renewal information for the September 28, 2013
to March 28, 2014, renewal term to the address on file. Included with the renewal information
was notification informing Mr. ******* we would be applying his payment of $2,111.70 to his
Visa credit card on September 28, 2013.
• On September 28, 2013, we attempted to charge $2,111.70 to the credit card, and it was returned
to us as declined.
• On October 1, 2013, a notice of pending cancellation was mailed informing Mr. ******* we
would need payment by October 16, 2013, or the policy would cancel for non-payment of
premium.
• We did not receive payment from Mr. ******* by October 16, 2013; therefore, the policy
cancelled for non-payment of premium. We mailed notification of the cancellation to Mr.
*******, along with notification of the outstanding balance of $212.43 for the coverage we
provided through the October 16, 2013 cancel date.
• On November 6, 2013, Mr. ******* contacted our Client Service department to request policy
reinstatement. We denied his request due to a lapse in coverage and break in the contract when
the policy cancelled for nonpayment of premium.
However, we have since reviewed Mr. *******'s policy a second time, and his policy was reinstated.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ***** *******
**** ***** ****** ****
*** ******** ** *****

11/22/2013 Problems with Product/Service | Complaint Details Unavailable
11/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure of Ameriprise personnel to disclose pertaint underwriting details of my homeowners insurance involving what has now become a "mandatory" home inspection when it is in my policy paperwork as "you may be contacted" for an inspection. They have now set a cancel date for my homeowners insurance if I do not have this inspection. Personnel will not answer direct questions that are asked of them. "I don't have that information" "That information is not availab le" "I can't help you" but not trying to find someone who can help me. This issue has been continuing since summer of 2013. I t took them over 2 months to finish the paperwork of my exterior home inspection, and then require a mandatory inspection for no reason other then the fact that they can. They are unwilling to help so that I can continue to have my home insured until such time as I can find a new insurer.

Desired Settlement: I would like them to change the wording on their policy from "may be contacted" to "mandatory inspection" because anything else is lying. And to have appropriate material for their customer service people to answer questions when they are asked.

Business Response: Dear Mr. **********:

Thank you for sending the complaint filed by Ms. ***** ******** , which we received on October 28,
2013. We understand that she is concerned with our inspection process. We appreciate the opportunity to
address her concerns.
On May 31 , 2013, Ms. ******** began a home insurance quote on our website. That same day, Ms.
******** contacted us via telephone to discuss her coverage, and during that conversation she bound
coverage on her home effect ive July 13 , 2013.
After coverage was bound, a new business packet was mailed to Ms. ******** to the mailing address of
record. Within that package is a Dwelling Value and Home Inspection Information form (copy enclosed),
advising Ms. ******** of an inspection. This form states that "We may require an inspector to view the
interior of your home. In those cases, inspectors will schedule an appointment with you to complete the
inspection process." Because not all inspections require intelior access, we indicate that the policyholder
"may" be contacted by our inspector. Due to Ms. ********' s home being more than 75 years old, an
interior inspection was required to ensure the dwelling met our eligibility criteria.
On July 24, 2013, our vendor contacted Ms. ******** at the home telephone number she provided to us
and left a message to schedule the required inspection. The vendor then contacted Ms. ******** again on
July 25, 2013, and was told that the insured refused to have the interior inspection completed.
On October 16, 2013, we reviewed notification that Ms. ******** refused the inspection; therefore, the
policy was set to cancel effective January 14, 2014 if the required inspection was not completed. This
date was chosen to allow ample time to reopen the inspection and schedule an appointment at a time
convenient to Ms. ********.
We apologize for the delay in processing the initial inspection attempt and the inconvenience this
situation has caused Ms. ********. We are also internally reviewing our communication practices
regarding inspections to ensure increased clarity for our policyholders.
If you have any questions about this information, you may contact me by telephone at  ###-###-####,
or by fax at ###-###-####.

11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had Mortgage insurance with *********** since October 2010. I was suppose to be receiving discount for security, fire detectors, and carbon monoxide detectors. I was not aware that *********** sell your insurance policy to another insurance company. My homeowner insurance has almost double in three years. from $525 to over $1092 a year. I received a bill on October 19 which stated my homeowner insurance was $1092.23. It stated also that I was receiving Alarm-Smoke detector discount along with multi-policy discount, and age of home credit. You would think that my homeowner policy would be cheaper. So I called on October 19 and was told customer service person that I was not receiving my discount for having a security system. I then ask her what the Alarm-Smoke Detector discount meant. You said it stated that I had an alarm system but not an security system. I informed her that I was be monitoring by *** since I toke out a policy with ***********. So what is an Alarm discount if not for a security system? I told her that I have this service since October 6, 2010. She stated that I need to have *** send then a certificate stating that I had an security system with them. I did at first. She stated that the discount was removed in 2011 because I had dropped ***. I ask her did she have my signature on anything that stated I dropped my security system. She stated a letter was sent to me and I never responded to it. Now, this is what these company do. They say they sent you a letter that you never received. I told her from now on to send me something through my email, then I know I will get it. She then told me homeowner insurance should be $891.75 and I would get a refund after I get *** to send the certificate. I told her I want my refund not only for this year but for all the other years that I was over charge. I then called *** that fax them a copy of the security certificate. *** sent me a copy through my email and I mailed then a copy also on October 19. I receive an email today on October 22 stating my refund would only be $73. I would get two more refunds of $33 for two years IDS Insurance company has overcharge me. I called today and was told the security certificate did not state I had a fire monitor. I told no I did not. I was asked if I had smoke detectors and carbon monoxide detectors in my house on October 6. Now, she stated that they need proof. They did not need proof three years ago when IDS wrote my policy and toke my money. If they want they can send someone out to verify these things. Now that IDS owe me a large refund they want proof of smoke detectors, well send someone out to check them out.

Desired Settlement: I want my refund of $200.48 for this year and my refund for the last two years. I Trusted that *********** would do the right thing by me and I am disappointed with the company that has my homeowner insurance. I will be changing for next year.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Ms. ****** ********* ****, which we received on October
25,2013. We understand that she would like additional details surrounding a change in premium. We
appreciate the opportunity to address her concems.
We offer different discounts for different types of protective devices. The devices we offer a discount for
are:
• Central Monitored Burglar Alarm
• Central Monitored Fire Alarm
• Central Monitored Fire and Burglar Alann
• Local Burglar Alaml-unmonitoreci
In order to maintain one of these discounts, we need to receive a copy of the Protective Device
Certification form, service contract or bill/invoice from the monitoring company.
On October 1, 2011, Ms. **** started her policy, and at that time she informed us she had a security
system installed in her home. We inadvertently added the discount for a centrally monitored fire and
burglar alaml instead of the centrally monitored burglar alarm.
The discount was removed effective for the October 1, 2012 to October I, 2013 policy term because we
did not receive a copy of the Protective Device Certification form, service contract or bill/invoice from
the monitoring company to maintain the discount.
On October 21, 2013, we received a copy of Ms. ****'s ADT Installation Certificate showing she has a
centrally monitored burglar alarm system in her home for several years; therefore, we added the centrally
monitored burglar alarm discount to the policy retroactive to the October 1, 2012 renewal term.
We mailed Ms. **** a refund check for $33.36 for the 2012-2013 policy term. Then, we sent two refund
checks totaling $77.74 for the 2013-2014 policy term.
We do not owe Ms. **** a refund for the the 2011-2012 policy term, because she received a greater
discount than the one to which she was actually entitled. In other words, for that year she received the
Central Monitored Fire and Burglar Alarm discount when she should have only received the Central
Monitored Burglar Alarm discount.
We sincerely apologize for any confusion or frustration we may have caused Ms. ****.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. ****** ********* ****
**** ****** ******
******** ** *****

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

****** ****

 

 

 

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a auto policy from Ameriprise auto and home on 08/08/2013. I entered all the info and got a quote. The quote was for $693.00 for months. I then get a call 2+ weeks later that my premium is now $870. Ameriprise auto and home claimed I had a at fault accident on 08/26/2010. I called the Ohio BMV and they confirmed the accident was NOT MY FAULT. That info was insufficient to Ameriprise auto and home . Although Ameriprise auto and home told me on the phone they would call the OHIO BMV and verify the info and correct this error. I called back and was told by a VERY rude supervisor named ******* that Ameriprise auto and home ONLY used records for other insurance companies. I called ***** who I have at that time 3 years ago and they also verified that the accident in question was NOT MY FAULT. Ameriprise auto and home is using false information and basically called me a liar over 20 times. I had to spend over 8 hours getting the paperwork to correct THEIR mistake. I was unable to work because I had to do Ameriprise auto and home work for them to clear my name and get my policy price correct after they scammedme. I was treated unfairly and even made out to be a liar when in actuality your company was the only one lying. You took my payment for the insurance under the cost of $693 and then changed that amount after I paid you and cancelled my other policy. What you are doing is wrong. I had to have ***** on the line with you to explain to you that you were wrong. You didnt even believe ***** and they had even sent the information over to Ameriprise auto and home . I am very unsatisfied with this and want to know how you are going to fix this. I was treated terribly and will not remain quiet to anyone or the media. I am asking you to fix this situation and treat me like a actual customer. I have no idea why you would treat a customer this way and continue to use inaccurate information even after being shown its incorrect clearly by the company you claimed you got it from. I also received more paperwork in the mail today about the $870 premium. I was quoted $693 and all the information I submitted was correct. I will not pay any other amount. What Ameriprise auto and home is doing is illegal and I want to let everyone in the world know what they are doing. They STILL HAVE NOT CORRECTED this and are charging me the rate that they claim is because of a AT FAULT car accident I never had. I have all documentation proving that the wreck was not my fault.

Desired Settlement: please have them give me a apology and explainaion of what happened and why.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Mr. ***** ******, which we received on August 23, 2013.
We understand that he would like additional details surrounding a change in premium. We appreciate the
opportunity to address his concerns.
On August 8, 2013, Mr. ****** started an automobile policy with us. Part of our new business process is
to obtain a motor vehicle report and Comprehensive Loss Underwriting Exchange (CLUE) report to
verify driving history. Mr. ******'s CLUE report revealed he was involved in an accident on August 26,
2010. The report did not indicate if it was an at-fault or not at-fault accident.
Typically, when a CLUE report does not include information about accident fault, we reach out to the
insured to obtain additional details so we can list it appropriately on the policy. Unfortunately, in this case
we failed to contact Mr. ****** prior to updating the accident to an at fault accident.
On August 23, 2013, we updated the accident from an at fault accident to a not at fault accident effective
for August 9, 2013. Mr. ******'s premium has been changed from $870.00 back to $693.00.
We are truly sorry for the frustration our oversight caused Mr. ******, and we understand his
disappointment in his experience with us. It is always our intention to handle our customers with the
respect and efficiency they deserve. Regrettably, we failed to meet Mr. ******'s expectations.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.

Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ***** ******
**** **** ***** ******
********** ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They are offering nothing for their mistake. They required me to miss work and get them information on my driving record while they were rude to me and treating me like crap. I havent had a at fault accident in my life. They called me a liar and told me its wasnt their problem. I had to miss 8 hours a work calling and finding acceptable proof for their mistake. It is not sufficient for them to say oops. I was treated terribly and they basically told me over and over its not their problem. They used false information and raised my premium using false information. I have high blood pressure and anxiety. This made my blood pressure go up and caused me to have several panic attacks. I feel that this company is not doing anything to make this right. 

Regards,

***** ******

 

 

Business Response: Thank you for sending the follow-up complaint filed by Mr. ***** ******, which we received on
Scptcmber 5, 2013. We understand that he would like additional details sunouuding a change in
premium. We appreciate the opportunity to further address his concerns.
Occasionally, accident information we receive from our vendors is unclear, requiring us to request
additional infonnation from our policyholders, as was the case with Mr. ******. The leiter of experience
we received on August 22, 2013, from Mr. ******'s prior carrier allowed us to confirm the details of the
August 26,2010, accident, conect his policy and return his premium to that which was originally quoted.
We appreciate the time Mr. ****** spent to help resolve this matter, and we regret that he feels we did
not treat him as a valued customer, as this is never our intention. Again, we sincerely apologize for any
undue stress or inconvenience this reporting confusion may have caused, but we are unable to offer any
monetary or other compensation.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** ***** ****** ******* ********* ***********
*** ******** ******** ********* *********
Ameriprise Auto & Home Insurance

9/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a policy holder with Ameriprise Auto Insurance for years. I have had no accidents or or moving violations in that time. Apparently my credit card that I had on file with them reached the expiration date back in July. I just received the letter about a passed due amount recently and no other communication regarding the issue. The customer service person said they had sent other letters out, but admitted that none of them were certified mail. I live in an apartment building and have often time received mail for other units, and even other addresses so I'm not surprised that I never received them. They have my phone number and email address and as far as I can tell, never reached out to me through those channels. I of course paid the $72.23 they said I owed and would have happily paid some sort of penalty to reinstate my policy, but since I now had a "lapse in coverage" I have a much higher insurance bill going from $772.90 to $1305.90 for 6 months of coverage. Their antiquated and unethical practices have led to my unnecessary loss of money, and while the customer service person claimed they took the appropriate legal actions I disagree. I'm fairly certain that in California these kinds of notices need to be sent certified mail. Beyond the legal issue, it's the spirit of the law they are in greater violation of. They had multiple outlets to reach out to me and failed to do so, this is an unfair and unethical business practice that should be addressed. From my understanding this has happened to many other individuals. I spoke with a customer service person who's name I can't remember and I also spoke with her supervisor ****** ext **** who was clearly of no assistance and just kept saying that it was the company's policy. My Policy number is **********. Thank you for your assistance, **** ******** ###-###-####

Desired Settlement: I simply want to continue with my policy that I've had with them for years, but I would also suggest that their practice of only mailing people about these kinds of things change. At the very least an email should be sent, but even text messages are becoming the norm. I know I'm not the only one who has been impacted by their practices.

Business Response: Re: BBB File Number:
Complainant:
Policy Number:
NAIC Number:
*******
**** ********
**********
***** * *** ******** ******** ********* *******
Dear Mr. **********:
Thank you for sending the complaint filed by Mr. **** ********, which we received on August 30, 2013.
We understand that he would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address his concerns, and we believe the following timeline will help
provide clarification:
• On May 17, 2013, we mailed Mr. ******** his renewal information for the July 1,2013 to
January 1, 2014, renewal term to the address on file. Included with the renewal information was
notification informing Mr. ******** we would be applying his payment of $772.90 to his Visa
credit card on July 1, 2013.
• On July 1, 2013, we attempted to charge $772.90 to the credit card and it was returned to us as
declined.
• On July 3, 2013, a notice of pending cancellation was sent Proof of Mail informing Mr. ********
we would need payment by July 18, 2013 or the policy would cancel for non-payment of
premium.
• We did not receive payment from Mr. ******** by July 18, 2013; therefore, the policy cancelled
for non-payment of premium. We mailed notification of the cancellation to Mr. ********, along
with notification of the outstanding balance of $72.23 for the coverage we provided through the
July 18, 2013 cancel date.
• On August 23, 2013, we mailed a second outstanding balance notice to Mr. ********, in the
amount of $72.23 for the coverage we provided through the July 18, 2013 cancel date.
• On August 29, 2013, Mr. ******** contacted our Client Service department to request policy
reinstatement. We denied his request due to a lapse in coverage and break in the contract when
the policy cancelled for nonpayment of premium.

We are truly sorry we are unable to reinstate his policy after reviewing this situation a second time.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. **** ********
*** ** ******** **** **** ***
*** ******** ** *****

9/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have home insurance policy over 11 years with Ameriprise and as of July 9, they dropped the policy stating that I have claims which they can not cover any more

Desired Settlement: At least extend the coverage until I find the suitable policy from another carrier

Business Response: Dear Mr. **********:
Thank you for sending the follow-up complaint filed by Mr. ***** ********, which we received on
August 14,2013. We understand that he has additional eonccrns regarding the reason we are unable to
provide coverage.
The claims history on Mr. ********'s policy exceeds our renewal guidelines and makes the policy
ineligible for renewal.
We understand Mr. ******** believes he did not receive adequate notice of om decision to discontinue
coverage; however, we have enclosed a copy of the notice ofnonrenewal that was sent to the mailing
address on record via the U. S. Postal Service on May 28, 2013. We have also included proof of mailing
verifying the date it was sent.
If you have any questions about this information, you may contact me at ###-###-####.
Sincerely,
****** ** ***********
************ **********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

Business Response:
Thank you for sending the follow-up complaint filed by Mr. ***** ********, which we received on
September 5,2013. We understand that he would like us to extend coverage to allow additional time to
secure a new policy. We appreciate the opportunity to again address his concerns.
Unfortunately, we are unable to assist Mr. ******** further in this matter. We provided adequate notice
of the policy's termination by mail, which is our standard practice and typical in the insurance
industry. We do not typically advise policyholders of policy cancellations by telephone.
We encourage Mr. ******** to secure ot her coverage as soon as possible. In our August 29,2013 letter
we offered several alternatives to assist him in this; a copy of that letter is enclosed.
We have not received any new information from Mr. ******** that we can address further. We wish him
the best in pursuit of a new policy. If you have any questions about this information, you may contact me
at ###-###-####.
Sincerely,
****** ** ***********
************ **********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
Enclosures to Better Business Bureau
cc: Mr. ***** ********
* ** * ******** *** ******* ** ***** 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Ameriprise solution for the problem did not work. Their alternative company refused to cover the property. I had a long discussion with one of the agent and she could not help and given up to leave me in mid air to find my own coverage.

This should not happen to a loyal customer for over 11 years with both auto and home policies. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ********

 

 

9/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to ask assistance & help from your good bureau/office due to my Home insurance company is giving me a hard time and its difficult situation during this inconvenient time of my family. On August 2,2013 Friday.The Burglars broke in my house an stole my valuables,jewelry and TV during daytime.My alarm ADT is armed and called the Police,but police responded late and the suspects fled and took my items.Thank you God,no one is hurt in my family and I'm very confident that this inconvenient time of my family my insurance is giving support and good services.Since our home is insured. We declared my property lost and damage to my home insurance with police case.no.********.Im very confident that this difficult and inconvenient time of my family insurance is repair my home interior doors and replace my valuables. We felt like this time it's hard to deal with our insurance and because we cannot speak and write a better English maybe it's hard to us deal with our insurance co."Ameriprise Auto & Home Ins....Please help us and thank you very much for helping the consumers like us...More power and GOD BLESS AMERICA!!!

Desired Settlement: Repair my broken interior doors and replace our stolen valuables.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Mr. ******* *******, which we received on August 12,
201 3. We understand that Mr. ******* feels miscommunication may have occurred between him and
the adjuster. We appreciate the opportunity to address Mr. *******'s concerns.
The claim was reported to us on August 2, 2013, at 6: 14 p. m., Central time, which is after normal
business hours. On August 5, 2013, we contacted Mr. ******* to verify the facts of the loss and review
our claims process with him. On that same date, we also mailed the expectations letter to Mr. ******* at
the address on file.
On August 8, 201 3, Mr. ******* called us at 8:05 p. m., which again fell after our normal business
hours. We returned his call on August 9, 201 3, at 11:15 a.m., Central time, and left a message verifying
the claims paperwork had been mailed.
On August 12, 2013, we spoke with Mr. ******* and reiterated our claims process. We also requested he
send us repair invo ices from his contractor relative to the door damage, and the completed personal
property worksheet. Once Mr. ******* provides the requested documentation, we can review, process,
and move toward successful resolution of the claim.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ####.
Sincerely,
**** ******
Division Manage Homeowners Claims
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am still struggling get the payment to fix my damage garage fire door and 2 bedroom doors which already charge to my credit cards.I already submitted the invoice and receipt and emai the photo copy of all my broken interior door because of the demand by AMEREPRISE.All the document and photo copies have been submitted.Now they want me to re-do it again. Maybe they want me to hire or choose their own contractor.But it's the law in California that I can choose the any license contractor to do the job completely ...thank you for your assistance in this time of inconvenient and difficulties in my family...more power.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******

 

 

Business Response: Dear Mr. **********:
Thank you for sending the follow-up complaint filed by Mr. ******* *******, which we received on
August 26, 2013. We appreciate the opportunity to address his additional concerns.
On August 23, 2013, we received the requested documentation from Mr. ******* for the door repairs,
and we issued payment to him less his $2,000 deductible. On August 26,2013, we received Mr.
*******'s completed contents evaluation for the stolen items, and we issued payment to him the same
day, along with a settlement explanation.
If you have any questions about this in formation, you may contact me at I ###-###-####, Ext. ####.
Sincerely,
**** ******
Division Manage Homeowners Claims
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
Cc: Mr. ******* *******
**** ******* *****
** ********* ** *****

9/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was an Ameriprise customer for ** years with a good record and never a lapse in payment. In late June, my wallet was stolen and I had to cancel my credit cards. This resulted in an automatic billing problem for my auto insurance for July. By the end of the month, Ameriprise had cancelled my insurance without notifying me. They sent me a notice of cancellation by mail nearly four weeks later, the first time I received any contact from them regarding this issue. I also received a notice of cancellation for another customer, for whom I have name, address, policy number and credit union name. Despite this proof of error on their part, they stand by their cancellation, and say there is nothing they can do due to the lapse in coverage — a problem which they themselves created.

Desired Settlement: Written letter of apology stating wrongful termination of contract for me to use in dealings with my future auto insurance company.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Ms. ******* ****, which we received on August 15, 2013.
We understand that she would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address her concerns.
On July 18, 2013, we attempted to charge $172.80 to Ms. ****'s MasterCard account ending in ****. The
payment was returned to us as a decline.
On July 19, 2013, we mailed Ms. **** a notice of pending cancellation to the address on file, explaining
that we would need payment by July 29, 2013, or the policy would cancel for non-payment of premium.
We did not receive payment by July 29, 20 13; therefore, the policy cancelled for non-payment of
premium. We mailed notification of the cancellation to Ms. ****, along with refund check # ******** in
the amount of $65 .14 for unused premium.
On August 12,2013, Ms. **** contacted us about reinstating her policy. We declined her request because
there was a lapse in coverage and break in the contract when the policy cancelled for nonpayment of
premium.
During the course of our August 12, 2013, telephone conversation, Ms. **** also informed us she received
another insured's cancellation notice enclosed with her information. We explained the documentation was
sent to her in error, and apologized for any inconvenience or confusion our oversight may have caused.
We acknowledge and appreciate that Ms. **** had been a long-term client, and we are truly sorry we are
unable to offer her coverage. Regrettably, we are unable to change our decision after reviewing this
situation a second time.

If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. ******* ****
**** ** ** *** ******
******** ** *****

Business Response: Dear Mr. **********:
Thank you for sending the follow-up complaint filed by Ms. ******* ****, which we received on August
21, 2013. We understand that she does not agree with our August 21 , 2013 response.
Ms. **** states she did not receive the notice of pending cancellation until August 12, 2013. We reviewed
our records and verified that on July 19, 20 13, the notice of pending cancellation was mailed to Ms. ****
at the address on file. The notice was sent Proof of Mail through the U. S. Post Office.
On August 8, 2013, we mailed notification of the July 29, 2013, cancellation for non-payment of
premium to Ms. **** at the address on file.
Finally, Ms. **** reiterated in her complaint that another of our insured's documentation was enclosed
with her August 7, 2013, notice of cancellation. As we previously explained to Ms. ****, this inclusion
was inadvertent, and we once again sincerely apologize for any confusion our oversight may have caused.
We acknowledge and appreciate that Ms. **** had been a long-term client, and are truly sorry we are
unable to offer her coverage at this time.
If you have any questions about this information, you may contact me at ###-###-####, Ext. #### .
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.

The business has offered no new information. It points once again to its internal records, but due to the already-documented errors in its mailing process, those records cannot be relied upon. My previous complaint stands: It is not acceptable for a business to retroactively cancel the insurance of a client without first contacting that client to resolve billing issues.

Regards,

******* ****

 

 

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tried to purchase home ins. through Progressive Ins., received quote through internet. I called Progressive Ins., received home insurance application through mail on 7/18/2013 from Progressive Ins underwriter company IDS Property Casualty Insurance Company in De Pere, WI, filled out application sent it back to IDS Property Casualty Insurance on 7/19/2013. Application also stated to send A CHECK OR MONEY ORDER MADE PAYABLE TO " IDS Property Casualty Insurance Company" . If I was denied coverage THEN I WOULD BE NOTIFIED AND MY ORIGINAL PAYMENT RETURNED IN FULL, this is stated on the "Payment Options Page". I sent a personal check for the full amount of the policy enclosed with the application as stated payable to "IDS Property Casualty Insurance Company". Also I copied all application papers and check for my personal files before mailing. As my current home ins was to expired on 8/4/2013, desired to seek another insurer, chose Progressive Ins but as of 7/29/13 was not notified from Progressive Ins if I was to be accepted or not. Called Progressive Ins 7/29/13, my call was returned not from my agent listed on the application but a person stating he worked with the agent who told me Progressive Ins declined to insure me because the "LAND THAT THE HOUSE WAS ON WAS MORE VALUABLE VACANT THAN WITH THE HOUSE STANDING ON IT", ALSO "MY UNCASHED CHECK WAS MAILED BACK TO ME WITH A LETTER EXPLAINING WHY I WAS DENIED INSURANCE" person I spoke with stated "MY UNCASHED CHECK AND LETTER WAS MAILED BACK ON THURSDAY JULY 25th 2013" . On 8/5/2013 called Progressive Ins left message asking the agent to call back because I NEVER RECEIVED the uncashed check nor the explanation letter. Never received the call. Today 8/7/2013 called a private number for the agent again left a message please call me back, never received the call.

Desired Settlement: Please send back my uncashed check along with the explanation denial letter. Thank you

Consumer Response: On Sat, Aug 10 at 1:58 PM , ******** **************************** wrote:

TO whom it may concern

RE:  Complaint assigned number    ID *******

I am writing to you today to inform the BBB that on  Saturday Aug 10, 2013, I RECEIVED MY UNCASHED CHECK AND A LETTER EXPLAINING THE DENIAL    from the company of IDS Property Casualty Ins. Company of Ameriprise Auto & Home Insurance.

This is the settlement I was WAITING FOR.  I am completely satisfied, thank you for your help, greatly appreciated.

Thank you

Mrs. ******** ******

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an auto insurance policy with Ameriprise # ********** for 10 years. I was traveling international and did not check my mail for long period due to workload. My policy expires on July 15, 2013, I remembered and called them on July 17, 2013, and they informed me they cancelled the policy and could not re-instate it. I spoke to a supervisor and he said I reviewed the account and will not re-instate. I explained to him my situation and he said I sympathise with you but I can not make an exception. For 10 years, I paid timely and never defaulted and now they are leaving me in the cold with no grace period. I also still have an active home insurance with them

Desired Settlement: I request the Ameriprise re-instate the policy quickly and reimburse me for all expenses endured. Also I request an appology

Business Response: Dear Mr. **********:
Thank you for sending the complaint flied by Mr. ***** **********, which we received on July 18, 2013.
We understand that he would like a more detailed explanation of why the policy was canceled. We
appreciate the opportunity to address his concerns, and we believe the following timeline will help
provide clarification:
• On May 31 , 2013, we mailed a premium notice in the amount of $1,938.00 with a due date of
July 15, 2013. The premium notice states, "Failure to pay the premium by the due date will result
in the cancellation of your policy."
• On June 26,2013, we mailed reminder notice in the amount of $1 ,938.00 with a due date ofJuly
15,2013. The reminder notice states, "Failure to pay the premium by the due date will result in
the cancellation of your policy."
• We did not receive payment from Mr. ********** by July 15, 2013; therefore, we canceled the
policy for non-payment of premium, and mailed notification to Mr. **********.
• On July 17, 2013, Mr. ********** contacted our Client Service department to request policy
reinstatement. We denied his request due to a lapse in coverage and break in the contract when
the policy cancelled for nonpayment of premium.
We acknowledge and appreciate that Mr. ********** had been a long-term client, and we are truly sorry
we are unable to reinstate his policy after reviewing this situation a second time.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ####.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ***** **********
***** ** ********** ***
******* ** *****

8/2/2013 Problems with Product/Service | Complaint Details Unavailable
7/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Towards the end of the month of January I received the renewal notice of my auto insurance policy from this company, but I planned to take out my Ford Windstar from the policy, so I called to requested a quote over the phone, I spoke with the costumer sales representative and told me that my auto insurance will increased over 200% (from around 600 to over 1500 dls) I decided to shop around and tried to save, finally in 2/19/2013 I purchased auto insurance with AAA insurance and saved money. The following day called again to the costumer representative and notified them that I have purchased auto insurance somewhere else and REQUESTED CANCELLATION my auto insurance policy with them UPON RENEWAL, asked the female representative if the need it a copy of my new policy that will take effect 3/14/2013, the day where AMERIPRISE AUTO INSURANCE policy Expired. DURING THIS COVERSATION NO OTHER REQUEST TOOK PLACE NOR AUTORIZED, NO FURTHER CONTACT WITH AMERIPRISE WAS MADE AFTER THIS CALL.

Desired Settlement: Just the full refund of this unauthorized transaction

Business Response: Re: BBB File Number:*******
Complainant:****** ******
Policy Number:**********
NAiC Number:***** * *** ******** ******** ********* *******

Dear Mr. **********:

Thank you for sending the complaint ftled by Mr. ****** ******, which we received on May 13, 2013. We
understand that he is requesting reimbursement of premium. We appreciate the opportunity to address his
concerns.
On February 18, 2013, Mr. ****** requested the removal of his 2001 Ford ******** from his policy,
which caused the six-month premium to change from $576.80 to $1,364.90, and a prorated owed amount
of$100.25 from February 18, 2013, to the March 14, 2013, renewal date. When Mr. ****** asked about
the premium increase, we explained it was due to the loss of his multi-vehicle discount and the surcharge
for the February 15, 20 11 , at-fault accident being applied to the 2007 Chevrolet ******. Mr. ******
informed us he would be shopping around for other coverage and disconnected the call.
A revised declarations page showing the removal of the ******** from the September 14, 2012, to March
14,2013, policy term was mailed to Mr. ******. We also sent a letter informing him we would be
charging $100.25 to his credit card on March 10,2013, for the policy change.
On February 19, 2013, Mr. ****** asked to cancel his policy effective on the March 14, 2013 renewal
date.
On March 12,2013, we charged $100.25 to Mr. ******'s credit card for the outstanding balance due to the
removal of the ******** on the September 14, 2012, to March 14, 2013, policy term.
On March 13,2013, Mr. ******'s policy cancelled per his request; therefore, no additional premium was
charged.

If you have any questions about this information, you may contact me at ###-###-####, Ext. ####
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ****** ******
*** ******** ***** ***
***** ***** ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ******

 

  Dear Mr. ******* **********

  I really Appreciated all your help to this matter, but unfortunately the insurance will prolong this until I desist to get the money refund.

The can keep the money, but I going to put this in the media (* ** **** ***** **** **** ** ** ********), so at least less people falls victim of this insurance company and others that may be dishonest.

needless to say , but I will never use this insurance.

****** ******

7/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was hit by another motorist who was insured by Ameriprise Auto Insurance. When compensating me for the damage to my vehicle, they would not pay for the cost of a new wheel and would only cover a remanufactured wheel. My vehicle is a 2012 with less than 12000 miles. The remanufactured wheel is not covered under my vehicle's warranty, and the manufacturer of my vehicle specifically advises against using a remanufactured wheel due to safety issues. The repairs they are recommending will render my vehicle less safe, not fully covered by manufacturer warranty, and less valuable than it was prior to the accident.

Desired Settlement: I would like Ameriprise to pay for the cost of having a new wheel placed on my vehicle.

Business Response: Thank you for sending the complaint filed by Ms. ******* *****, which we received on July II, 2013.
We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to
address her concerns.
Ms. ***** was involved in an automobile accident with our insured on June 19,2013. We concluded our
liability investigation on June 27, 2013, and detennined our insured was at 100% at fault for the accident.
On June 28, 2013, we received an estimate from Ms. *****'s body shop and authorized replacement of
the passenger side rear wheel and bumper on her **** *** *******. The replacement included a
remanufactured wheel, based on industry standard repair guidelines that mandate use of remanufactured
or like kind quality replacement parts for any vehicle that is one model year old or has more than 12,000
miles on it. We issued Ms. ***** payment in the amount of $1,202.38 and concluded the matter.
On July 12, 2013, Ms. ***** informed us her body shop incorrectly listed her vehicle's mileage as ******
on the repair estimate, instead of the actual odometer reading of ****** miles. Based on this information,
and in keeping with industry standard repair guidelines, we authorized use of an original manufacturer
wheel to replace the damaged one, which resolved Ms. *****'s complaint.
On July 15, 2013, we received a new estimate from Ms. *****'s body shop in the amount of $1,245.77.
We issued a supplemental payment to the body shop for $43.39, which brings the total paid on the loss to
$1,245.77. We are currently working with Ms. ***** on her loss of use claim, and are confident it will be
resolved without issue.
If you have any questions about this information, you may contact me at ###-###-####.
Sincerely,
***** ********
********** ******* ******** ****** ******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

******* *****

 

 

 

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my auto insurance with them on June 15th and they're only refunding $328.22 instead of $352.24 As per my calculation the refund amount should have been $352. When I asked them about this they're providing some unconvincing and vague reasons.

Desired Settlement: They should refund the difference which is $24.

Consumer Response: On Sat, Jul 6, 2013 at 9:20 AM, ******* ****** **************************** wrote:

Dear *******,

This is an update regarding the complaint ID *******. Ameriprise Insurance company sent me a letter yesterday and they have agreed to refund the difference amount to my credit card. So, please consider this complaint as closed. Thanks you very much for your help with this!

Regards,
*******

Business Response:

Hello

This complaint (*******) was placed in the mail on 07/02/13 and I would expect that you will receive it today. If you do not receive it in the mail in the next day or two, please contact me and I will resend.

Thank You!

6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am submitting a complaint against Ameriprise Home and Auto, aka IDS Property Casualty Insurance Company, located at 3500 Packerland Drive, De Pere, Wisconsin, 54115-9070. Their parent company, Ameriprise Financial, Inc. has their corporate telephone number as being ###-###-####. I have made repeated attempts to solve the problem regarding their insurance products, and they refuse to even file a claim on a computer hit and destroyed by lightning, covered under my rental policy, which violates my rights as a consumer who in good faith purchased their product from bundling with *********** ****. I have also sent a very detailed accounting and "blow by blow" description of what I have tried to do as ********* ******** in order to cordially assist them to solve the problem and own their responsibility to pay off on this claim, and have received no positive or constructive responses from them in reciprocation. I, therefore, invite you to help me to achieve what is proper and just under business and consumer law. You will receive that detailed e-mail as a separate foward immediately; please look for it and include it in this file. Finally, please keep me aprised of your progress in resolving this matter by e-mail, so that I can provide you more efficient response time in assisting your efforts from my office. From: ******* ********** [mailto:***********************] Sent: Tuesday, April 16, 2013 05:34 PM To: *********, ***** Subject: *****: Grace and peace!!! As I have promised, I am writing you this e-mail so this most unfortunate and aggravating situation can be finally remedied. I do apologize to you and to Mr. **** for taking up your valuable time on this matter, however, I am indeed thankful to Almighty God that we are within a hairs-breadth of reaching finality. The issue concerns the following: When the policy of ********** was started in January, 2010 (although this is not the actual policy number at that time; this policy number was added in January, 2013 because as ********* ******** ** **** ******** I changed the date of disbursement), I was told that my personal property was insured for $20,000 with a $250 deductible. In terms of the computer in question, a **** ********, model number *****, I was not asked to provide at the policy's inception any make or model numbers of any electronics because I was not taking out any separate riders on that property. On or about September 23, 2012, the computer in question was struck by lightning and was properly protected by surge. The bolt rendered the computer completely useless, and after the lightning had ceased, I called that very night to Ameriprise to make a claim, believing that it was covered under my policy. The representative had told me that I could not file a claim, because the computer had been struck by lightning, and that such an event would be an exclusion as an "Act of God." I believed the young man's explanation, and even asked him to write in the record of this account to remind me at the next renewal so I could pay some additional money for riders on the new computer and other electronics so they would be covered should this ever happen again. About a week ago, I perchance spoke to a representative named *******, who informed me not only of the new policy writing, but also that my intial attempt to file a claim should have been honored; to wit, she assisted me in trying to file this claim today, April 16, 2013 at 9:00 a.m. CST. She also informed me of the difference between an "Act of God" and an "Act of Peril" which that young man should have known, and then should have begun that claim. ******* then immediately put me in touch with **** *******, who abruptly informed me that he couldn't process the claim because he needed to see the damaged item and have a statement from a recognized professional that the computer had been struck by lightning. I informed Mr. ******* that due to proprietary information relative to this Ministry and sensitive confidential information of friends who have come to this Ministry for support, the computer in question was destroyed piece by piece in order to protect their confessions. The person who deemed the computer as unsalvageable and who disposed of its components is also a friend of this Ministry, and, in being such, will remain anonymous. It should also be noted that on two occasions today, I had spoken with Mr. ****** ********* (the last name may not be fully correct) who is a ****** **********. Mr. ********* had told me that in no uncertain terms would he process this claim, and provided little, if any, assistance to reach your office. In fact, he gave me an incorrect number to escalate this matter from his level of authority. However, despite his lack of customer service and inability to think "outside the box" in order to satisfy and hopefully to retain the customer, I utilized my skills as an academic internet researcher to trace a pathway to your aegis, despite the fact that your own "Executive Suite," though very respectful and cordial, demonstrated their own ineffectiveness in solving this issue by even transferring me back to Mr. *********, who then proceeded to slander my reputation as an honest man by exclaiming on the phone that all I gave him was "nothing but excuses." I consider that a personal attack on the part of Mr. *********, who I should have never been transferred back to in the first place. I was transferred back to Mr. ********* from a person named ******* in the Executive Suite, with myself under the supposition given to me by ******* that she was transferring me to a representative to escalate this matter and settle this claim. While I am not asking for Mr. *********' resignation, despite his contemptous attitude and lack of effectiveness regarding customer service, I will also choose to believe that Mr. ********* is not emblematic of any supervisory tier within your company. I only want this claim settled so that we can move forward and forget the insufficiencies and miscommunications of the past three years, to wit, I am hereby insisting upon the following: the claim started today, and now being held in suspension by Mr. *********, will be settled for exactly what I paid for that computer, which was $1000. The reason why I am insisting on that figure is because of Mr. *********' "mathematics" in telling me that the depreciation on a $1000 computer comes to about $200, and then trying to argue with me that I gave him that figure and not him. In addition, I am also insisting upon $1000 because of the pain and suffering which I have endured as a loyal customer of three years at the hands of your company, and the inefficiency and lack of procedure and policies which your company has employed in administrating this account. Your lack of consistency in applying your policies, which also must be in communion with the State of **** and ********* are appauling to say the least, and border upon legal malficience! On one hand, I have been told that you could not file my original claim because that was your policy, and, on the other, I am told by both Mr. ******* and Mr. ********* that you couldn't file my claim today because that is your policy. I believe the point has been amply made! the other stipulation in settling this claim and avoiding any unpleasantries from the Insurance Commissioner, which would undoubtedly take a very dim view of any insurance company denying a bona fide customer's right to file a claim, is that your office waive the $250 dollar deductible in this instance, owing to the grave inconsistencies and wanton disregard of your own policies regarding this account, and, as a sign and testament of good faith in order to restore my trust in continuing our business relationship. It is my understanding that your corporate eschelon can grant requests of this nature to ensure solid business relationships. If there are any claims in the future God forbid, since this is the first time ever that I have put a claim into a rental insurance policy, the very same fact which I had informed Mr. *********, and politely asked him to verify such while he was impugning my character, then we will gladly pay the $250 deductible as per contract on this policy. *****, please send me a return e-mail at your earliest convenience tomorrow when you receive this. I can be available to speak to Mr. **** on Friday when he returns, with a time-window of between 8:00 a.m. and 9:30 a.m. CST. If that is not possible, we will need to set up a mutual time so this situation can reach resolution. As a final note, Mr. *********'s office, your ***, is also aware of this situation, and the gravity of its import, and he may also wish to lend his assistance in ending a situation which should have never occurred. Sincerely yours in Christ, ****** ******* ** ********** ********* ******** *** **** ** ****** **********

Desired Settlement: (1) That the claim already indicated in the forward e-mail already sent to you should be started as a valid claim, under the stipulations which are also indicated. (2) That the $250 deductible which would have been paid as part of this claim be waived by Ameriprise, as a good will gesture to retain my business, and as a polite warning that no further deviations from accepted business insurance practices will be tolerated.

Business Response: Re: BBB ID Number:*******
Complainant: ******* **********
Our Claim Number:*******
Date of Loss:September 23, 2012
NAIC Number: 29068 - IDS Property Casualty Insurance Company

Dear Mr. **********:

Thank you for sending the complaint filed by Mr. ******* **********, which we received on April 23,
2013. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.
When we received this claim, we advised Mr. ********** that we would need to either inspect the
computer to determine if it was damaged by a covered peril or he could provide a technician's report
indicating that the computer was damaged by a covered peril. Mr. ********** said that he disposed of the
computer, so it is not available for inspection. He does, however, indicate that he had the computer
inspected by a technician who determined it was damaged by lightning; however, he will not provide a
report supporting this or the name of the technician who performed the inspection.
The Conditions section of Mr. **********'s policy states that in the event of a loss an insured person must
allow us to inspect the damaged property. For your reference, the applicable portion is as follows:
Conditions
What to do in Case of Loss
If a covered loss occurs, the insured person must:
5. exhibit the damaged property to us or our representative, as often as may be reasonably required;
Again, we have asked Mr. ********** to provide the damaged computer or, in lieu of that, to provide a
technician's report indicating the cause and extent of the damages. He has not provided either.
We have also offered to review the call during which Mr. ********** says he was told there would be no
coverage. However, he will not provide the date and time of the call nor the name of the representative
with whom he spoke.

Mr. ********** has also suggested that we waive his deductible. However, his policy states:
Deductible
We will pay for loss to covered property minus the deductible, if any, shown in the declarations.
Therefore, a deductible will be applied to any covered loss.
We will process Mr. **********'s claim if he provides documentation of his loss in accordance with the
terms of his policy.
If you have any questions about this information, you may contact me at ###-###-####.
Sincerely,

**** ******
********** ******* **********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ******* **********
**** ********** ***** *** * ********** ** *****

Consumer Response:

Better Business Bureau:

Pursuant to your request for my feelings on this matter concerning Ameriprise's response, I am hereby authorizing you to utilize whatever possibility of remedy that you have to settle this claim. Ameriprise has done nothing more than restate ad naseum their inflexible position, and, has not been willing to even listen to my overtures as ********* ******** of this ******** to bring a sense of closure and mediation; to wit, I even offered them to deduct the $250 deductible from the monies received upon the successful processing of this claim. Mr. ******'s response to you clearly indicates that he had no knowledge of my offer to include the deductible as part of this conciliation, and, once again, has demonstrated to me that information desseminated from me to end this nightmare is not even reaching the right people. Their lack of business inefficiency is worse than appauling, and their dogged insistence bordering upon insurance malficience in not even processing this claim in order to deny it defies logic.  I will do whatever is necessary with you to end this claim, short of not receiving any money for a new computer, and I will again reinterate my conditions for closure being thus:

(1) that the claim be correctly and speedily processed, with some amount of money being recouped for the destroyed computer which was covered under this policy; and

(2) that Ameriprise either deducts the insurance deductible of $250 from monies received in processing this claim or waives the deductible entirely as a gesture of good faith to retain my continued patronage as a long-term customer.

Sincerely yours in Christ,

****** ******* ** **********

********* ********

*** **** ** ****** **********

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is just a short e-mail to make sure that know Ameriprise will not work collegially with your office.  This case must remain open-ended, because Ameriprise did nothing in order to either provide customer service or to even process a claim that they must do by law.  I refer you now to the following passage taken from a letter received at my office yesterday from the Iowa Commissioner on Insurance.  It states clearly the following: "  Under Iowa law and insurance regulation, an insurance company is required to acknowledge all claims arising out of or reported under their insurance policies.  They must conduct a reasonable investigation to determine the compensability of a claim and are required to offer prompt and equitable settlement of claims when it is determined their policy provides coverage for a first party property damage loss."  As you can see,  Ameriprise did nothing according to their own insurance standards set for them by their own regulators, and, therefore, they should be held accountable by the BBB for not providing what they are ostensibly being paid for...vis-à-vis...to provide compensatory monies for damaged or destroyed items.  I am also respectfully asking you to close this case, so you can publish it on the website as we have discussed.  I would also appreciate if you could include the statement from the Iowa Commissioner as well.  This should serve to warn other consumers that this company should not be considered as a bona-fide choice for either home or rental insurance.

Regards,

****** ******* **********

 

 

6/9/2013 Problems with Product/Service | Complaint Details Unavailable
6/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a Back -Up sewage policy with Ameriprise for $30,000.00 - I have had this policy for almost five years - On April 18th we experienced loss from the flooding and storms. (This was so bad the county is still seeking Federal Relief Funds) We personally experienced two feet of raw sewage in our basement. Our basement was a total loss and will no doubt cost $50,000 + to restore to its condition before the storm. Ameriprise as a company has not only been non-responsive and slow to call back, their agent reps have been no help providing information. My account was verified as having a coverage limit of $25,000.00. I questioned how coverage would change from 30 to 25 and I was given an explanation after almost an hour of contacting various departments and being transfered from call center to call center. I have three problems 1) I was never notified of any policy change being made to my original agreement - I was told they notifed me by mail so legally they are in compliance - The problem here is I never received notification. 2) Ameriprise is telling me the $25,000.00 limit went into effect on April 15th ?? (72 hrs before my loss) 3) Ameriprise Reps, Supervisors, and Sr. Management being unhelpful and completely un reliable in commitments to call back and help with any sense of urgency.

Desired Settlement: Provide the $30,000.00 of coverage for this claim

Business Response:

May 16, 2013
Mr. ******* **********
Better Business Bureau
***** * ********** ******
********** ** *****
Re: BBB File Number:*******
Complainant:*********** ******
Policy Number:*********
NAIC Number: 29068 - IDS Property Casualty Insurance Company

Dear Mr. **********:

Thank you for sending the complaint filed by Mr. *********** ******, which we received on May 13,
2013. We understand that he would like an explanation regarding the change in his water backup and
sump overflow endorsement. We appreciate the opportunity to address his concerns.
On November 4, 2012, we revised the limits and corresponding deductibles for the water backup and
sump overflow endorsement as follows:
Previous Choices New Choices
• $5,000 combined Dwelling and Personal • $5,000 combined Dwelling and Personal
Property coverage - policy deductible Property coverage - $500 deductible
• $5,000 limited Contents and Personal • $10,000 combined Dwelling and Personal
Property coverage - policy deductible Property coverage - $1,000 deductible
• $30,000 combined Dwelling and Personal • $25,000 combined Dwelling and Personal
Property coverage - policy deductible Property coverage - $1 ,000 deductible
On February 9, 2013, we mailed Mr. ****** April 15, 2013 renewal information, along with a
notification regarding the changes to his water backup and sump overflow endorsement. The
communication was specific to his coverage and stated, "Because your previous selection was $30,000 of
combined Dwelling and Personal Property coverage with the policy deductible and we no longer offer
that limit, we have adjusted your coverage to $25,000 of combined Dwelling and Personal Property
coverage with a $1,000 deductible."
We regret the unfortunate coincidence that this change occurred only a few months before Mr. *******
experienced a significant loss. We are working with Mr. ******* to resolve his claim - and we expect to
make full payment up to the $25,000 limit - but we respectfully maintain our decision to adhere to that
limit, as it was outlined in our correspondence to him. 

If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. *********** ******
*** ** ******* ******
******** ** *****

5/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Progressive for a homeowner's insurance quote. I was so pleased with the quote, that I also decided to switch my auto insurance to Progressive. I told the customer service agent, **** (I think), that I definitely wanted the insurance and to go ahead and sign me up! He said that he would email me the quote and that was it. He never said anything about needing to mail out an application. I never offered to mail out an application. I have never done this before, being that we are first time home owners, so I assumed if I forwarded the email to my lender, that they would hook up and work out all the details through my mortgage. My lender did contact me a week or so ago and asked me about the insurance. She said the email was only a quote, and I told her that was all the insurance rep offered me, so I assumed that was all I needed. Today I received an email from my lender informing me that she spoke with the insurance, and that they never received an application from me, so nothing was able to be set up. I then called IDS as soon as I got home and spoke with someone who informed me that, according to their records, an application was never sent out. He told me that I may as well go with another company because there was no way we would be able to get this worked out by my closing date, which is in 4 days on May 17th. You can imagine how upset I was!! I told him that would not work for me. I had already called every insurance company I could possibly call, and Progressive was the one that was the best for me financially. I even switched my auto insurance over to get a bigger discount for bundling. Now I was being told to go elsewhere and I had 4 days to do it. This is absolutely ridiculous to me. My husband is currently serving in Afghanistan and I am here with our * children, trying to work out all the stressful details of buying a house by myself. I thought I had this aspect taken care of a month ago (April 15 is the date of the quote). Now I am being told to hit the road 4 days before my closing!!! I asked the customer service agent if I could speak with a supervisor, because I was not ok with his answer. He told me 3 times that it wouldn't make a difference. They would not be able to help me either. Finally, after pressing him a 4th time, he told me I would be waiting awhile and then he put me on hold for about 10 minutes. Then he came back on the line and told me that the underwriters had gone for the day and they would be the only ones who could help me. He said there was an exception that could be made and they could sell me the insurance over the phone, but it would need the underwriter approval. I told him I would be calling the next day. I am outraged not only by the incredible inconvenience this has caused me, but also the disrespectful and rude people who are representing this company. I have been raving about Progressive and how amazing they are and how they saved me so much money, only to be slapped in the face.

Desired Settlement: I need someone to contact me as soon as possible and work with me to get this insurance in place for my closing on Friday. My entire mortgage is being help up by this. I have a deadline on when I have to have my children and myself moved out of our current home, and pushing closing back will interfere greatly, possibly causing us to be homeless. I need this insurance figured out NOW.

Business Response: Re: BBB File Number:******* 
Complainant:***** **********
NAIC Number:29068 - IDS Property Casualty Insurance Company

Dear Mr. **********:

Thank you for sending the complaint filed by Ms. ***** **********, which we received on May 14,
2013 . We understand that she would like a more detailed explanation of why coverage was not offered.
We appreciate the opportunity to address her concerns.
On April IS, 20 13, Ms. ********** contacted us to obtain a home insurance quote for a new home.
During the quote process, we explained that in order to purchase the insurance we would need a signed
application. Ms. ********** said our quote was acceptable, and she wanted to move forward with
purchasing the policy. We explained the application process again, and we informed her that we would
mail the quote and application to the ** ******* ***** **** **** ******* ** *****. During the
conversation, Ms. ********** asked if she could scan the application and email it back, or if it could be
faxed. We said either option is acceptable - we just needed a signed application in to order to start the
coverage and send proof of insurance to her mortgage company. After the phone conversation ended, we
emailed the quote to ******************************, and then we mailed a copy as well.
On May 3, 2013, a representative from Ms. **********'s mortgage company contacted us. The
representative requested the proof of insurance for the May 17, 2013 closing date. We explained that we
had not received a .signed application, and we could not send proof of insurance until we received one.
On May 13, 2013, Ms. ********** called and explained that she needed to start the policy in order to
close on her new home. We explained that we needed a signed application in order to start coverage.
Ms. ********** said she was never told that she needed to send in an application, and she also said she
never received an application in the mail. At this point, the case was reviewed by our Underwriting
department to see if an exception could be made to proceed without the signed application, but an
exception was not granted. Ms. ********** called on May 14, 2013, and was informed of the decision.
Ms. ********** asked to discuss her situation with a supervisor, and the supervisor made the exception to
allow coverage to be bound without the signed application. The policy was issued on May 14,2013 in
order to provide proof of insurance in time for the May 17, 2013 home closing.

We regret that the information regarding the application was not made sufficiently clear to Ms.
**********, and we apologize for any frustration it may have caused.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Sincerely,
***** ******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. ***** **********
** ******* ***** *****
**** ******** ** *****

5/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a policy holder of Ameriprise insurance, There seemed to be a miscomunication with the banking information when they tried to withdrawl. Now the company cancelled my policy stating they never received payment. I advised their reps that the funds have always been in the bank and it was a typo on the banking information. They refused to assist me. I am a Costco member for 10 years plus and am very dissatisfied with their service.

Desired Settlement: I would like for Ameriprise to reestablish my policy.

Business Response:

Mr. ******* ********** 
Better Business Bureau of Wisconsin
10019 W. Greenfield Avenue
Milwaukee, WI 53214
Insurance Company
IDS Property Casualty
Insurance Company
Re: BBB File Number:*******
Complainant:  ****** ********** *****
Policy Number: **********
NAIC Number: ***** - IDS Property Casualty Insurance Company

Dear Mr. **********:
Thank you for sending the complaint filed by Ms. ****** ********** *****, which we received on May
6,2013. We understand that she would like a more detailed explanation of why the policy was canceled.
We appreciate the opportunity to address her concerns, and we believe the following timeline will help
provide clarification:
• On January 31,2013, Ms. ***** started her automobile insurance coverage with our company.
• On February 12, 2013, we attempted to withdraw $131.34 from Ms. *****'s checking account.
The payment was returned to us as a decline.
• On February 16, 2013, we mailed a notice of pending cancellation explaining that we would need
payment by March 3,2013, or the policy would cancel for non-payment of premium.
• On March 6, 2013, Ms. ***** called and updated her checking account information. We
informed Ms. *****, and her son ******, that we would be withdrawing a payment of $392.02
from Ms. *****'s checking account on March 26,2013. They asked why the installment amount
was so high. We explained that we had not received any payment for coverage since the policy
began, and this payment would bring their account up to date.
• On March 6,2013, we mailed notification that we would withdraw a payment of $392.02 from
Ms. *****'s checking account ending in 023 on March 26,2013.
• On March 26,2013, we attempted to withdraw $392.02 from Ms. *****'s checking account.
The payment was returned to us as a decline.
• On March 29,2013, we mailed a notice of pending cancellation explaining that we would need
payment by April 13, 2013, or the policy would cancel for non-payment of premium.
We did not receive payment by April 13, 2013; therefore, the policy cancelled effective April 13, 2013,
for non-payment of premium. We mailed notification of the cancellation to Ms. *****, along with
notification of the outstanding balance of $260.85 for the coverage we provided through the April 13,
2013 cancel date.
On May 3, 2013, Ms. ***** contacted our Client Service department to see if we could reinstate her
policy. The request was declined because there was a lapse in coverage and break in the contract when
the policy cancelled for nonpayment of premium.
On May 7,2013, Ms. ***** paid the outstanding balance of $260.85 for the coverage provided through
the April 13, 2013 cancel date.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
***** ********
Senior Team Leader of Quality Development Team and Client Service Complaint Coordinator
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Ms. ****** ********** *****
***** ******** ****
******** ** *****

5/17/2013 Problems with Product/Service | Complaint Details Unavailable
5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim #******* Head of Claim Department Ameriprise Auto & Home Insurance **** ****** **** ** ***** ** ***** I have been a ****** ********* ************ for Ameriprise since 04/21/2005. The recent claim experience on Oct 17th 2012 really dropped my expectation from them and made me totally unsatisfied. I have been awarded “Accident Forgiveness”, because I have at least 6 years of safe driving records. When I have my first 6 month service for my new MAZDA 5 at the SESI dealership, I found out the noise I heard in the last 1 week or so came from a leakage at exhaust pipe. The dealership determined that I was hit by something on road and that cannot be covered under warranty. I recalled that the noise did happen after I heard a bumping sound under my car during my return trip from *********** ******* at Ohio. I made the claim with Ameriprise and told them that I had the something hit my exhaust pipe at highway entrance of I75 after my visit to *********** ******* at Toledo. The service was done in a week and I got my Mazda 5 back and I was not informed any payment needed. But I was wrong, the dealership called last Thursday Jan 24th 2013 and told me that Ameriprise paid only $300 after 3 months, and I own them the rest balance of $500. Then I found out Ameriprise not only determined that I was in a collision accident, which means $500 deductable instead of $250 of comprehensive coverage for me, but also leave me a record at fault in the accident, which increases my new insurance police with AAA for $340/6 month. First, the police of “accident forgiveness” was a trap, the company did not explain full pictures and made me think my first accident is free no matter I am at fault or not. Actually, the company does not pay for your deductable and readily leave you a “at fault” record, which increases your premium dramatically if you decide to go with another company. Second, Customers are not informed and acknowledged with a clear record in which accurately described the claim at the first phone call. I checked my email back in the claim acknowledgement email from **** ********* Oct 17th 2012 and the “discussion record” in the email is empty. When I call back in last week, I found out their record showing that I was hit in a parking lot at imagination station when I was entering the parking lot. That really made me mad because there was no parking lot close by and we parked on street for free because of an early weekend visit. The argument with claim department concentrated on the questionable first record and they insisted that I had a collision accident with potholes at entrance of imaginary station parking lot similar to another accident Ameriprise had and that if I said I hit something, that means I am at fault as collision. Third, Both the dealership and I had bad experience with customer phone calls. I had twice experiences that phone calls never get back to me as promised in 24 hrs. The dealership was frustrated with 3 months no payment and no phone call response. U.S. operates on fairness and justice. No matter you are a big insurance company or a weak individual customer, one should have the equal opportunity to understand the truth. Nobody should have supper power to decide one at fault without evidence. To be fair, customers deserve to be convinced with evidence. Sincerely ***** ** *********** ***** *** *** *** *********** *** ***** Cell: ###-###-####

Desired Settlement: Remove the "at fault collision" record, which costs me $340 per 6 months. Pay me back the deductible difference between collision and comprehensive. Pay me back the extra cost that I have to pay for the new AAA from Jan.31 2013 to the date they revise my record.

Business Response: Re: BBB File Number: *******
Complainant: *** **
Our Claim Number: ***********
Date of Loss: October 13, 2012

Dear Sir or Madam:

Thank you for sending the complaint filed by our insured, which we received on February 1, 2013. We
understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to
address his concerns.
When the insured reported the loss to us on October 17,2012, he indicated that on October 13, 2012, he
had been driving near a highway entrance when he heard a loud noise. He then had service work
completed on the vehicle approximately a week later, and it was discovered there were damages to the
exhaust pipe of the vehicle. In the insured's report of the claim to us, he stated that the loud noise must
have been due to hitting something in the roadway, which caused the damages to the exhaust pipe. Based
upon his vehicle colliding with the unknown object, it was detennined to be a collision claim, in which
the insured is responsible to pay the collision deductible. The insured was found to be at fault for the loss,
as all drivers have the duty to maintain control of their vehicle, be aware of their surroundings, and
avoid any potential hazards in the roadway.
We understand that Mr. ** was frustrated to learn that there was a reference to a parking lot in our record
of the claim. That has no bearing on the outcome of the claim; again, the driver is responsible for
avoiding any potential hazards in the roadway.
Accident Forgiveness is a rating program for auto policyholders who have been accident-free drivers for
more than three years. They are allowed to maintain their Safe Driving History discount with us when
they experience their first at-fault accident. However, the accident is still listed on their driving record as
an at-fault accident, and another insurance company may consider this infonnation when offering
coverage.
Additionally, Accident Forgiveness does not have any bearing on the deductible being applied to a loss.
More specifically, it states in the insurance policy, "In the event of a covered loss we will pay for the
related damages, with the exception of the deductible selected by the insured for the applicable coverage."
It is our expectation that any voicemail messages our representatives receive are responded to within one
business day. Our file records show multiple contact attempts with the shop and the insured throughout
this claim. If Mr. ** or his repair shop feel communication was not timely, we apologize.
We have reviewed this claim and believe we made the appropriate determinations regarding coverage,
deductible, and liability based upon the information provided to us. Therefore, there are no claim
adjustments or payment to be made at this time.
If you have any questions about this information, you may contact me at ###-###-####, Ext. *****
Sincerely,
******** *********
Claims Divisional Manager
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. *** **
***** *** *** ***
*********** ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, Ameriprise record indicated that if my vehicle collide with an unknown object, I was in determined to be a collision claim. On page 8 of "Your Auto Policy, ********, Ameriprise" book, the definition of "comprehensive" includes loss caused by missiles, falling objects, ...,..., colliding with a bird or animal, or breakage of glass. The definition of "comprehensive" obviously includes colliding with falling objects or flying objects such as bird or animal or glasses. The location accident happened is at the entrance of a highway and I checked the road conditions there and did not find any potholes or standing objects that can be defined as "non-moving object", from the sharp cut of exhaust pipe and the minor damage feature, the colliding object with my exhaust pipe must be "a non_fixed or a flying object".

Second, at the speed of 70 mile/hour of highway entrance, the insurance company ridiculously believes one should be aware of one's surroundings to avoid any small potential hazards such as the flying object. If their logic can hold a stand, we should expect auto pilots avoid flying objects like superman, or the insurance company is going to charge them for not awaring potential hazard.

According to law essence, if you can not prove one at fault, you have no right to say so just because you said so. Please show me the evidence and stop using very vague arguments. I do have duties to maintain control of my vehicle, be aware of my surroundings and avoid potential hazards in the roadway. When I merged into highway in accelerating speed, it was just not humanly possible to avoid a flying object hitting my exhaust pipe. I do not believe my duty should include anything humanly impossible to achieve.

Regards,

*** **

Business Response:

May 2, 2013

We received this identical information on 02/22/13, 03/12/2013 and 05/02/2013.  We responded to the first notice on 02/27/2013 as follows:

Thank you for sending the follow-up complaint filed by Mr. **.  When the client reported the claim, he stated that the loud noice he heard while driving on the highway entrance must have been due to hitting something in the roadway, which caused the damages to the exhaust pipe. The insured stated he did not know what the vehicle hit, as he had not seen anything, only heard the noise and assumed that is what caused the damages when they were found a week later. The extent of the cut in the metal exhaust pipe suggests that the vehicle was in motion when it collided with a substantial object. With the location of the damages underneath the vehicle and the insured not having seen what the vehicle hit, there is no supporting evidence that something was flying in the air or falling from above to cause the loss - as an object of that nature would likely have struck other parts of the vehicle and potentially caused additional damages. We regret that Mr. ** does not agree with our decision; however no new information has been presented, so the claim will remain classified as a collision loss.

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Property loss claim being denied due to theft. - Home Owners Policy ********** - Claim # *********** - I filed a claim (loss date 02/26/2013) and it is being held up/denied due to an unreasonable request by the insurance company. They are asking for documents that they know were stolen as part of the theft. I cannot produce items that were stolen. They are using this as an excuse to NOT process my claim. They have been notified numerous times that the documents they are requesting were inside one of the items (tool box) that was stolen. Since they know that theses documents were part of the theft, it is unreasonable for them to continue to request them and hold up and/or deny my claim. I have theft coverage as part of my policy. The documents were inside of an insured piece of property (tool box). I have followed all claim procedures to date, but the documents they are requesting were stolen along with the other items.

Desired Settlement: Complete, process and approve my claim for the items stolen that are covered by my policy.

Business Response: Dear Ms. ************

Thank you for sending the complaint filed by Mr. ************, which we received on April 15, 2013.
We understand that he feels there was a delay processing the claim. We appreciate the opportunity to
address his concerns.
Mr. ************ became a policyholder on December 19, 2012. The policy purchased was the Special
Form Policy.
Mr. ************ claims that he lost approximately $31,700 worth of goods, largely tools, in a burglary
on February 25,2013. He reported the claim on February 28, 2013. We requested that he complete a
Sworn Proof of Loss and Personal Property Inventory (ppn form with Addendum on March 5, 2013. The
requested forms were returned on March 22, 2013. However, he failed to itemize the claimed property
correctly in the submitted PPI fonn. He did not describe the items that were taken in enough detail so that
a proper evaluation and investigation could take place. The insured also has been unable to provide any
proof of ownership of the stolen items. Based on this information, the claim is under investigation and his
proof of loss was rejected until after a complete inyestigation could take place.
We have referred this matter to counsel for an Examination Under Oath, as allowed by the policy. Until
counsel's review is completed, no decision can be made on this claim. The insured, by letter, has been
advised by our counsel that an examination is requested, that no decision is yet made, and all rights are
reserved pending the completion of the company's investigation. The insured has also been asked to fully
execute the forms provided to him on March 5, 2013.
We are processing this claim appropriately and with all rights reserved pending the completion of its
investigation.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Sincerely.
***** *****
******* * ******* ************* ****
IDS Property Casualty Insurance Company

5/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told to make a payment on March 6 which i did. Then they told me to make a payment on March 25 so i had the money in my account and noticed they didn't take it out. So i called them and they told me i didn't have to pay them for March 25 and that my next payment would be a normal payment on April 25 and now they want to charge me a double payment for April 25 when i had the money to pay them on March 25. So they made a mistake and now i have to suffer when i had their money for them but was told they are not charging me for the 25 of March which is wrong.

Desired Settlement: I think they should own up to their mistake and have me make a normal payment like i was told to do.

Business Response:

Dear Ms. ************:

Thank you for sending the complaint filed by Mr. ***** ********, which we received on April 10, 2013.
We understand that he would like a detailed explanation about why his April 25, 2013 payment is a
double payment. We appreciate the opportunity to address his concerns.
When Mr. ******** called on March 11,2013 and on March 26, 2013, he was given information based
on the assumption that we would collect a payment on March 25,2013, but in error we did not. This
caused the April 25,2013 payment to double to $308.48.
I spoke with Mr. ********** on April 18,2013 and explained what happened with his billing. We agreed
to update the April 25, 2013 installment to $156.24 and collect the missed March 25, 2013 payment on
July 25,2013, which is his "holiday month" for the policy term - when he would normally not have a
payment.
We apologize for any inconvenience this may have caused Mr. ********.
If you have any questions about this infon11ation, you may contact me at ###-###-####, Ext. 5239.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company

5/2/2013 Problems with Product/Service | Complaint Details Unavailable
4/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been paying insurance premiums for the last 5 years for my auto insurance- which includes road side assistance. Usually when one calls road-side assistance, they need it pretty soon- hopefully within the hour. Episode # 1 happened a few months ago when my car battery died and I needed a jump start on a cold day-- I called this company and after a 10 minute hold, somebody came online, took my details and said help will arrive within 30-45 mins. After mutliple calls to them agian and 2.5 hrs later, a cab driver jump started my car. Luckily, I was in a warm place-- however, I am a physician and such delays are unacceptable in my field. Fortunately, it was a light schedule that day and I patiently waited. I brought this issue up with them, and they ASSURED ME THIS WOULD NOT HAPPEN AGAIN. Episode # 2- 1 month ago, another cold day, on a freeway when my engine broke down suddenly. I had a very busy schedule ahead of me and many patients waiting for me this time. I pulled over on the freeway, and attempted to contact them again- but this time i was put on hold for 20 mins x 2 (at least) without any human voice at the other end. I finally got a cab and left for work (very late). Also, getting the car towed was another issue all together, ALL in ALL--- I was not provided any of the services promised to me.

Desired Settlement: 1) A full refund of my insurance premiums for lying about what they would offer in an emergency 2) Shut down the business

Business Response:

Dear Mr. **********:

Thank you for sending the complaint filed by Mr. ****** ********, which we received on March 8,
2013. We understand that he was disappointed with the service he received from with our third-party
administrator for roadside assistance claims, **** *******. We appreciate the opportunity to address his
concerns.
Mr. ******** indicated concerns regarding two separate service requests, and we have researched the
details of both service requests:

Service Request on October 8, 2012

Mr. ******** was on hold approximately two minutes before he reached a live operator. The operator
obtained information regarding the service need and the physical location of the vehicle. Mr. ********
was advised he would receive a call back once a service provider was secured. Unfortunately, there was a
delay in securing a service provider, and it was about 45 minutes before Mr. ******** was contacted and
given the name of the provider and the estimated time of arrival, which was 45 additional minutes. Mr.
******** called back about 20 minutes later and requested to cancel the service.
A normal estimated time of arrival can average between 45 minutes to an hour depending on the area,
time of day, traffic, and other issues such as weather or accidents. However, we acknowledge that in this
situation there was a more significant delay. **** ******* contacted Mr. ******** to apologize for what
happened, and they sent him a $50 gift card as an additional apology for his inconvenience.

Service Request on January 22, 2013

Mr. ******** called at 9:07 a.m. to request towing service. The location he wanted the vehicle moved to
was a significant distance, and additional research was needed to determine what impact this would have
on Mr. ********'s out-of-pocket expenses. At 9:18 a.m. he received a call back and was given the
estimated out-of-pocket expense based on where he wanted the vehicle towed, which was $100. Mr.
******** opted to have it moved to a closer location to minimize the cost. Service was secured with a
provider, and Mr. ******** was given the provider name and an estimated time of arrival of 10:19 a.m.

This was longer than average because Mr. ******** was no longer at the breakdown site, and he locked
the vehicle and did not leave the keys. Many providers are unwilling to move a vehicle without the
transmission in neutral and without the owner present.
At 10:53 a.m. Mr. ******** called back to change the destination location again. He was placed on hold
while the operator contacted the provider so they could let the driver know about the change; when
returning to Mr. ********, the operator found that he had ended the call. **** ******* called him five
times starting at 11:06 a.m., but each time the call went to voicemail; they left two voicemail messages
requesting a return call.
At 11:24 a.m., Mr. ******** called back and asked **** ******* to look for a company that would be
less expensive. They were able to find a company where his out-of-pocket expense would be $75.
However, Mr. ******** said he found a tow company that would be even less expensive; but, the
company was not one of **** *******'s contracted facilities. Therefore, Mr. ******** was advised to
submit the final receipt so he could be reimbursed the policy limit of $75.
In this second situation, multiple factors affected the overall length of the service request - especially the
fact that Mr. ******** was not at the scene, the keys were not with the vehicle, and there were multiple
changes in the drop-off location.
Regardless of the specific details of each situation, we regret that Mr. ******** was not satisfied with his
experience with **** *******. We appreciate the time he took to share his thoughts, and we apologize
for his frustration and inconvenience. We have discussed his feedback with **** *******, and we will
usc it to determine if there are any ways we can improve our processes in the future.
If you have any questions about this information. you may contact me at I ###-###-####, Ext. ****.
Sincerely,
****** *****
****** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ****** ********
** ***** *****
****** ****, ** ***** 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While Ms. ***** has painstakingly high-lighted the events of those two days, she has ignored certain crucial elements of my original complaint regarding the issue...which I'd like to highlight IN BOLD.



Mr. ******** was on hold approximately two minutes before he reached a live operator. The operator
obtained information regarding the service need and the physical location of the vehicle. Mr. ********
was advised he would receive a call back once a service provider was secured. Unfortunately, there was a
delay in securing a service provider, and it was about 45 minutes before Mr. ******** was contacted and
given the name of the provider and the estimated time of arrival, which was 45 additional minutes. Mr.
******** called back about 20 minutes later and requested to cancel the service.

1) THERE  WAS ANOTHER GENTLEMAN WHO HAD EXACTLY THE SAME PROBLEM WITH HIS CAR THAT MORNING- AND HE WAS CALLING FOR HIS ROADSIDE ASSISTANCE AT THE SAME TIME I WAS ON THE PHONE WITH AMERIPRISE-- HE HAD ***, WHO ARRIVED IN APPROXIAMTELY 20-25 MINS AFTER HIS CALL AND FIXED HIS PROBLEM----THEREBY RULING OUT ANY TRAFFIC EXCUSES THAT DAY. 2) I CALLED AND CANCELLED SERVICE AFTER WAITING ABOUT 70 MINS TO JUMP-START MY CAR, WHICH I ULTIMATELY DID WITH THE HELP OF A NEARBY CAB DRIVER. .....I ACCEPTED YOUR 50 DOLLARS COMPENSATION AT THAT TIME AND LET THE MATTER SLIDE.



Service Request on January 22, 2013

Mr. ******** called at 9:07 a.m. to request towing service. WRONG ----I CALLED AT 8:30 AM THAT MORNING--FROM WITHIN MY NON-FUNCTIONING CAR--DID NOT REACH ANYBODY FOR 10-15 MINS, HUNG-UP--CALLED AGAIN---WITH THE SAME ISSUE---ANOTHER 10 MINS. AT THAT POINT, I LOCKED MY CAR, GOT INTO A CAB, AND WENT TO WORK TO TAKE CARE OF MY WAITING PATIENTS----UNLIKE AMERIPRISE, MY JOB IS TO PROVIDE A PROMISED SERVICE IN A TIMELY MANNER. ON THE WAY TO MY OFFICE, I ASKED MY WIFE TO CALL AMERIPRISE AND SEE IF THE CAR COULD BE TOWED---AND THE REST OF THE EVENTS THAT HAVE BEEN DESCRIBED ARE FROM THERE-ON...

The location he wanted the vehicle moved to
was a significant distance, and additional research was needed to determine what impact this would have
on Mr. ********'s out-of-pocket expenses. At 9: 18 a.m. he received a call back and was given the
estimated out-of-pocket expense based on where he wanted the vehicle towed, which was $100. Mr.
******** opted to have it moved to a closer location to minimize the cost. Service was secured with a
provider, and Mr. ******** was given the provider name and an estimated time of arrival of 10: 19 a.m.

This was longer than average because Mr. ******** was no longer at the breakdown site, and he locked
the vehicle and did not leave the keys. Many providers are unwilling to move a vehicle without the
transmission in neutral and without the owner present.
At 10:53 a.m. Mr. ******** called back to change the destination location again. He was placed on hold
while the operator contacted the provider so they could let the driver know about the change; when
returning to Mr. ********, the operator found that he had ended the call. **** ******* called him five
times starting at 11:06 a.m., but each time the call went to voicemail; they left two voicemail messages
requesting a return call.
At 11:24 a.m., Mr. ******** called back and asked **** ******* to look for a company that would be
less expensive. They were able to find a company where his out-of-pocket expense would be $75.
However, Mr. ******** said he found a tow company that would be even less expensive; but, the
company was not one of **** *******'s contracted facilities. Therefore, Mr. ******** was advised to
submit the final receipt so he could be reimbursed the policy limit of $75.
In this second situation, multiple factors affected the overall length of the service request - especially the
fact that Mr. ******** was not at the scene, the keys were not with the vehicle, and there were multiple
changes in the drop-off location.
Regardless of the specific details of each situation, we regret that Mr. ******** was not satisfied with his
experience with **** *******. ?? I PAID MONEY TO AMERIPRISE, NOT **** *******-IF YOU SUB-CONTRACT TO AN INFERIOR/INCOMPETENT COMPANY, IT IS YOUR PROBLEM AS WELL AS ************., BUWe appreciate the time he took to share his thoughts, and we apologize
for his frustration and inconvenience. We have discussed his feedback with **** *******, and we will
usc it to determine if there are any ways we can improve our processes in the future. MY ATTORNEY IS LOOKING OVER THIS AS WELL TO SEE HOW THESE PROCESSES CAN BE IMPROVED IN THE FUTURE AND NOBODY ELSE HAS TO UNDERGO THIS KIND OF MISERY.
If you have any questions about this information. you may contact me at I ###-###-####, Ext. ****.
Sincerely,
****** *****
****** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ****** ********
** ***** *****
****** ****, ** *****

 

Regards,

****** ********

 

 

Business Response: Re: BBB File Number:*******
Complainant: ****** ********
Our Claim Number: **********
Date of Loss:10/08/2012 and 1/22/2013
NAIC Number: 29068 - IDS Property Casualty Insurance Company

Dear Mr.**********:

Thank you for sending the complaint filed by Mr. ****** ********, which we received on March 27,
2013 . We understand he had some additional thoughts concerning our initial response to his complaint.
We appreciate the opportunity to address his concerns.
With regard to the first call for assistance on October 8, 2012, we agree there was a delay. We apologized
for that delay, and we compensated Mr. ******** $50 for his inconvenience.
With regard to Mr. ********'s call for assistance on January 22,2013, we do not dispute that he may have
attempted to call at 8:30 a.m., but we would not have a record of it if a connection was never made. We
are only able to state that the first connection took place at 9:07 a.m.
Again, we regret the frustration Mr. ******** experienced. We have addressed the issues he brought forth
with our roadside service provider so a better customer experience can be delivered in the future.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,

****** *****
****** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

cc: Mr. ****** ********
** ***** *****
****** ****, ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


"With regard to Mr. ********'s call for assistance on January 22,2013, we do not dispute that he may have
attempted to call at 8:30 a.m., but we would not have a record of it if a connection was never made. We
are only able to state that the first connection took place at 9:07 a.m."

WHILE MS. ***** HAS SPENT A LOT OF TIME AND ENERGY OUTLINING HOW A CONNECTION WAS NEVER MADE BETWEEN 8:30 AM AND 9:07 AM ( A PERIOD WHEN MY CAR WAS BROKEN ON A FREEWAY ), I HAVE OBTAINED RECORDS FROM MY TELEPHONE COMPANY DOCUMENTING MY ESTABLISHED CONNECTION WITH AMERIPRISE (************)---NOT ONCE BUT 4 TIMES IN SUCCESSION (THE TIME WAS ACTUALLY 8:08, 8:12, 8:12 AND 8:17 AM ON 1/22---SEE ATTACHED DOCUMENT). IF ONLY MS. ***** AND HER COLLEAGUES AT AMERIPRISE SPENT THIS MUCH TIME ON IMPROVING THEIR QUALITY, WE WOULD NOT BE HAVING THIS DISCUSSION.

THE NEXT STEP THAT I SHALL BE TAKING IS TO REPORT THIS TO THE DEPT OF BANKING AND INSURANCE.

THANKS.

Business Response:

Re: BBB File Number:*******
Complainant: ****** ********
Our Claim Number: **********
Date of Loss: 10/08/2012 and 01/22/2013
NATC Number: 29068 - IDS Property Casualty Insurance Company

Dear Mr. **********:
Thank you for sending the follow-up complaint filed by Mr. ****** ********, which we received on
April 9, 2013. We understand he has additional thoughts concerning our second response to his
complaint. We appreciate the opportunity to address his concerns.
Mr. ******** states he started calling our roadside assistance provider at 8:30 a.m. on January 22, 2013.
As we stated in our prior response, we are not debating when he started calling. We were just attempting
to explain that we will not have a record of a call until it is actually answered, which in Mr. ********'s
case was 9:07 a.m. We apologized for this delay, and we explained that we will strive to provide better
service in the future.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
****** *****
Claims Manager
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ****** ********
** ***** *****
****** ****, ** *** **

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

not a satisfactory response-- i was on hold with your company for approx 15-20 mins in an emergency-- a situation i have paid you to help me for. saying that a connection was not etabloshed is unacceptable.

To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

4/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have both Auto and Home Insurance with Ameriprise Auto and Home Insurance for the past 13 years. There are absolutely 0 claims on the home and very minor claims on Auto. The auto policy # is **********. It covers two vehicles, a 2010 ****** ***** and 2009 ******* ******. The deductable on the Comprehensive is 0 (zero) dollars. I am paying huge premiums to get 0 dollars deductable. On 04/12/2012, I filed a claim which requires the replacement of the Windshield on my ****** *****. This is a comprehensive claim. The damage was because of a rock flying on the road. I requested for a OE part for the Windshield replacement. For which Ameriprise is not accepting and forcing me to get a replacement with an aftermarket knock out brand. The aftermarket knockout products affects the road noise insulation and hence the quality of my car degrades. I am paying huge premiums to get quality service, I cannot accept to put an after market knockout which affects the road noise insulation inside my vehicle while driving. Amerprise is trying to FORCE me pay for the OE product while they only pay for the knockout brand. I want to remind them that I have comprehensive with 0 dollars deductable with no claims for a long time. Why am I paying huge premium for this sub standard service? It has already been an year that I have this vehicle with broken windshield and Ameriprise is not honoring their committment.

Desired Settlement: Honor the commitment and replace the windsheild with a OE/dealer product.

Business Response: March 22, 2013
Mr. ******* **********
BBB of Wisconsin
***** ** ********** ***** **** ***
*********, ** *****
Re: BBB File Number:*******
Our Policy Number:**********
Date of Loss:May 2, 2012
NAIC Number:***** - IDS Property Casualty Insurance Company
Dear Mr. **********:

Thank you for sending the complaint filed by Mr. ********* *********, which we received on March 18,
2013. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.
Mr. ********* submitted a windshield replacement claim to us on May 2, 2012 for his 2010 Toyota
Camry. At the time of report, Mr. ********* was undecided on the repair shop he wanted to use. We
made three follow up calls to Mr. ********* to obtain his shop preference. On May 7, 2012, Mr.
********* returned our calls, and we suggested two affiliate shops. Mr. ********* said he would think it
over and call us back with a decision. On May 9, 2012, Mr. ********* called back to provide his shop
choice. We dispatched the assignment to the glass provider.
On February 20, 2013, Mr. ********* called back requesting another recommendation for a shop, which
we provided. On March 14, 2013, Mr. ********* called back stating he had not heard from the shop and
requested a different shop, which we provided. He also requested Original Equipment (OE) glass. We
reviewed his request, and contacted him later that day explaining that we would not agree to OE glass
because of the age of his vehicle and because National Auto Glass Specifications (NAGS) equivalent
glass was available.
Mr. ********* asked to have his request reviewed by a supervisor, which it was. However, our decision
remains unchanged. It is our policy if the vehicle is three years or older we will use quality replacement
parts. The NAGS glass in question is a safety rated and a quality replacement part.
If you have any questions about this information, you may contact me at ###-###-####.
Sincerely,
***** ********
******** ** ******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ********* *********
**** ****** ***
******* *** *****

Consumer Response:

Dear Mr. ******* **********:

Let me first thank you for your help in this matter.

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

There is incomplete information that Ameriprise had reported, hence there are discrepancies. They are listed below.

1. "On May 9, 2012, Mr. ********* called back to provide his shop choice. We dispatched the assignment to the glass provider." In this call, I have requested Ameriprise and the shop OE glass, for which Ameriprise has promised that they would come to me about its approval and next steps from the shop. Neither Ameriprise nor the shop had come back to me. This had not been reported back by Ameriprise.

2. When the incident happened and I reported to Ameriprise, the said insured car (****** ***** owned by me) was less than three years old.

For the above two reasons, I cannot accept Ameriprise's position on this. They need to honor their obligations of covering the damages as promised the insured car.

Best Regards,

********* *********

 

 

 

Business Response: Re: DOl File Number :*******
Complainant: Mr. ********* *********
Our Policy Number:**********
Date of Loss:May 2, 2012
NAIC Number: ***** - IDS Property Casualty Insurance Company
Dear Mr. **********:
Thank you for sending the follow-up information provided by Mr. ********* *********, which we
received on April 2, 2013. We appreciate the opportunity to further address his concerns.
The request for the work to be completed on his vehicle was made in 2013, which would make his 2010
****** ***** three years old. The initial claim was submitted was in 2012, which would make his
vehicle less than three years old.
As a compromise, we will utilize the date of the initial submission and allow the use of dealer glass as
requested. We have contacted Mr. ********* and explained that we will allow the use of dealer glass.
If you have any questions about this information, you may contact me at ###-###-####.

Sincerely,
***** ********
******** ** ******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ********* *********
**** ****** ***
******* ** *****

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

I wish they had accepted this initially and would have avoided waste of time to three different parties.

Regards,

 

********* *********

 

 

 

4/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Ameriprise this week because my bill went up significantly & I wanted to know why. The phone rep was going over my discounts & says "if you had a full alarm system with monitoring, your bill would be much lower." I replied "I have always had an alarm system. He said that it was not on file. I said it is on my bill. It reads discount "alarm". He said that is for regular alarm systems not monitored alarm systems. I said how would anyone know that?? So I have been over paying approx 150.00 to 200.00 a year for 10 years!!!!!! 100% NOT ACCEPTABLE. The rep said if I could fax the *** certificate showing the date installed he might be able to credit me. I received a credit for only 1 year. I am completely disgusted knowing I was being overcharged for 10 years. If Ameriprise had typed "non monitored" on my bill I would have caught the error a long time ago. How is anyone consumer supposed to know that "discount alarm" is non monitored. A disgraceful way to treat hard working people!

Desired Settlement: I want a full refund for every penny I over paid. I sent Ameriprise proof of my "Monitored Alarm system" which includes fire, burglar & carbon monoxide since 2003!!!!!!

Business Response: Re: BBB File Number:*******
Complainant:**** ******
Policy Number: **********
NAlC Number: 29068 - IDS Property Casualty Insurance Company
Dear Mr. **********:
Thank you for sending the complaint filed by Ms. **** ******, which we received on March 20, 2013.
We understand that she would like a refund for her central station fire and burglar alarm back to
December 22,2003, the date the system was installed. We appreciate the opportunity to address her
concerns.
When Ms. ****** started her policy with us on October 9, 2003, her residence did not have a central
station fire and burglar alarm system in it; therefore, the discount was not added at that time.
On December 22, 2003, Ms. ****** had the central station fire and burglar alarm system installed in her
residence, but we were unaware of it until March 11 ,2013, when we did a policy review. We had her
send in proof of the installation so we could review it.
On March 14, 2013, we added the discount for the central station fire and burglar alarm system to Ms.
******'s policy, and we issued a credit of $89.94 for the October 9,2011 to October 9, 2012 policy term
and $158.37 for the October 9, 2012 to October 9, 2013 policy term. A revised declarations page was
mailed to Ms. ****** showing the addition of the discount for the central station fire and burglar alarm
under the "Additional Charges and Credits" section.
We agree Ms. ****** would have received a discount for the alarm system effective as the date the
system was installed in her home had we been aware of it. We have issued an additional refund to Ms.
****** in the amount of $644.62 to backdate the discount to the date her alarm system was installed in
her home. The credit per policy term is as follows:
• $63.95 for December 22, 2003 to October 9, 2004
• $80.16 for October 9, 2004 to October 9, 2005
• $80.16 for October 9,2005 to October 9, 2006
• $80.16 for October 9,2006 to October 9,2007
• $82.11 for October 9,2007 to October 9,2008
•$84.07 for October 9,2008 to October 9, 2009
•$86.02 fof October 9, 2009 to October 9, 2010
• $87.99 for October 9, 2010 to October 9,2011

We appreciate Ms. ******'s business and sincerely apologize for any frustration we may have caused
her.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
cc: Ms. **** ******
* ********* **
**** ******* ** *****

4/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB officer, please help. My fully insured new ********* ******** was vandalized 3 months ago. The vandals stole the wheels and tires and in process dropped the car hard on ground which caused extensive damage. Shop's official repair bill is $29,900. Provided to Ameriprise. They gave a check for $7,500 which I retured to Ameriprise. After 3 months of run around, documented trail of 74 phone calls and emails, and paying full premium on a disabled car, no repair action has been taken to fix my ********. Everyday they bring up previously discussed and resolved items and delay. Please help me get out of this. This is my first insurance claim ever after 29 years of driving with zero traffic accidents or tickets.

Desired Settlement: I expect to be compensated fairly and directly as per provided repair bill for the damages occurred to my ******** in a timely manner, so I can start fixing my car.

Business Response: Mr. ******* **********
Better Business Bureau
10101 W Greenfield Ave., Ste. 125
Milwaukee, WI 53214

Re: BBB File Number:*******
Our Claim Number:*******-****
Date of Loss: October 15, 2012
NAIC Number:***** - IDS Property Casualty Insurance Company

Dear Mr. **********:

Thank you for sending the complaint under your file number *******, which we received on January 10,
2013 . We understand that our customer feels there was a delay processing the claim. We appreciate the
opportunity to address his concerns.
On October 15,2012 our customer filed a vandalism claim under his auto policy. We have inspected his
vehicle on two separate occasions and are currently working with him and his chosen repair facility to
reach an amicable settlement agreement.
We anticipate this matter being resolved soon.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,

******** *********
*** ********** *******
Claims Department

cc: Mr. ****** **********
**** ****** *** * #***
*********, ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On the response letter to Better Business Bureau of WI dated 1/17/2013, *** ********** ******* of Ameriprise Home and Auto Insurance of WI said they are working with me to settle my claim (Exhibit A, attached). Ameriprise is not stating the truth. Ameriprise has packed my claim file and send it to their ******* office on 1/10/2013 which is same day they claim they received complain ID *******. I have contacted Ameriprise Home and Auto Insurance of WI since then in multiple occasions. Ameriprise of WI stated that they no longer are working on my claim (Exhibit B, attached). Ameriprise of WI did not answer my question for why after resolving all issues and 3 months delay, my file was transferred to ** office (Exhibit B). ** office on its turn is ignoring my calls. Last week ** office told me someone will contact me for investigation and no one has called yet.


I expect Ameriprise of WI to compensated me fairly for the damages occurred to my ********* ********. Ameriprise of WI has inspected the car twice, has all the details of repair bills, and all the issues has been previously negotiated and resolved. 


Best regards,

****** **********



Exhibit A:

Mr. XXX XXX

Better Business Bureau

10101 W Greenfield Ave., Ste. 125

Milwaukee, WI 53214


Re: BBB File Number:*******

Our Claim Number:XXX

Date of Loss: October 15, 2012

NAIC Number:29068 - IDS Property Casualty Insurance Company


Dear Mr. XXX:


Thank you for sending the complaint under your file number *******, which we received on January 10,

2013 . We understand that our customer feels there was a delay processing the claim. We appreciate the

opportunity to address his concerns.

On October 15,2012 our customer filed a vandalism claim under his auto policy. We have inspected his

vehicle on two separate occasions and are currently working with him and his chosen repair facility to

reach an amicable settlement agreement.

We anticipate this matter being resolved soon.

If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Sincerely,


XXX XXX

*** ********** *******

Claims Department



 

Exhibit B:

 

From: ACE5 [mailto:*************] 

Sent: Tuesday, January 15, 2013 10:05 AM

To: XXX

Subject: Re: Claim XXX

 

Claim No.: XXX

Insured: XXX XXX 

Policy No.: XXX

Date of Loss: October 15, 2012 

 

Hello XXX: 

 

I will send a note to them as well regarding contacting you.  If you do call and they do not answer, leave a message with your information and they will follow up within one business day. 

 

Sincerely, 

 

XXX XXX 

Claim Representative   

IDS Property Casualty Insurance Company     

###-###-#### Ext. XXXX

 

01/15/2013 09:08 AM

To ACE5 <*************> 

Subject Re: Claim XXX

 

 

Good morning XXX, 

 

Thank you. I called that number twice since last week with no return call. 

After 3 months of reviewing my claim what is there to discuss and why assigning a new representative? 

 

Thanks,

 

--XXX

 

 

On Jan 15, 2013, at 6:15 AM, ACE5 <*************> wrote:

 

 

 

Claim No.: XXX

Insured: XXX XXX

Policy No.: XXX

Date of Loss: October 15, 2012 

 

Hello XXX : 

 

There was a new representative assigned to your claim and they have left you a message last week requesting a call back to discuss the claim.  The representative is XXX XXX.  They may be reached at ###-###-#### extension XXXX.  Thank you. 

 

Sincerely, 

 

XXX XXX

Claim Representative   

IDS Property Casualty Insurance Company     

###-###-#### Ext. XXXX


 

Business Response: Mr. ******* ********** 
********* **********
Better Business Bureau
10101 W Greenfield Ave., Ste. 125
Milwaukee, WI53214



Re: BBB File Number:*******
Our Claim Number:*******-****
Date of Loss: October 15, 2012
NAlC Number: 29068 - IDS Property Casualty Insurance Company

Dear Mr. **********:

Thank you for sending the follow-up complaint from Mr. Peyman **********, which we received on
January 28, 20 13. We understand that he continues to feel there is a delay processing the claim. We
appreciate the opportunity to address his additional concems.
More specifically, Mr. ********** expressed concern that his claim was transferred to our *******
office. This is not unusual, as we have Claims personnel in both ***** ***, Wisconsin, and *******,
*******, and the two areas often collaborate on certain cases. We simply transferred Mr. ********** 's
claim to our ******* office as it requires some additional investigation.
We are actively working to resolve this claim, and we have been in communication with Mr. **********.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,

 ******** *********
******** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

 cc: ****** **********
**** ****** **** #***
**********, ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After 130 days passed my insurance claim and providing all run arounds, details and documents, Ameriprise Home and Auto Insurance Company claims they need to do more "investigation". It has been more than 3 weeks that they send an investigator inside my house for a car insurance claim, and still when I call them they say they need more investigation. As my insurance company, Ameriprise has a fiduciary responsibility insure that I am fairly compensated for the damages to my car which occurred on 10/15/2012. Ameriprise also have a responsibility to insure I am compensated in a timely manner. I am not sure if my insurance company are acting in good faith to insure (1) I'm compensated fairly and (2) that this issue is resolved in a timely manner.

Regards,

****** **********

 

 

Business Response: February 5, 2013

 Mr. ******* **********
********* **********
Better Business Bureau
10101 W Greenfield Ave., Ste. 125
Milwaukee, WI53214

 Re: BBB File Number:*******
Our Claim Number:*******-****
Date of Loss:October 15, 2012
NAlC Number: 29068 - IDS Property Casualty Insurance Company

 Dear Mr. **********:

 Thank you for sending the follow-up complaint from Mr. ****** **********, which we received on
January 28, 2013. We understand that he continues to feel there is a delay processing the claim. We
appreciate the opportunity to address his additional concems.
More specifically, Mr. ********** expressed concern that his claim was transferred to our Arizona
office. This is not unusual, as we have Claims personnel in both ***** ***, Wisconsin, and *******,
Arizona, and the two areas often collaborate on certain cases. We simply transferred Mr. **********'s
claim to our Arizona office as it requires some additional investigation.
We are actively working to resolve this claim, and we have been in communication with Mr. **********.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
******** *********
******** *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: ****** **********
**** ****** *** * #***
*********, ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** **********

 

 

Consumer Response: Dear BBB  Officer,


Ameriprise Home and Auto Insurance still have not compensated me fairly for the damages that occurred to my car more than 5 months ago.

Thanks and regards,

--****** **********

Business Response:

This claim remains under investigation and Mr. ********** has been contacted by his assigned claim representative that we are actively working to resolve this claim.

IDS Property Casualty Insurance Company

3/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'v been insured with this company for approx. 2 years, my monthly payments where 82.00 per months for 6 months. I'm a safe driver no accidents, moving violations, tickets, and I'm never late with a payment. I recieved a renewal declaration in the mail for $854.97 that's $170 per month for Limited Liablity Coverage. My policy was doubled when I called on 2/27 I spoke with ******* she couldn't give me an explanation of the charges other than it has nothing to do with me personally. She stated that all drivers holding a license in ** where subject to this increase because ** is a high risk state. What does that have to do with my driving history? I feel as though this company is trying to make other consumers pay for other people's accidents. I wasn't even notified prior to this renewal about this increase, that isn't a good way to do business. I want this investigated please.

Desired Settlement: I want my policy returned to what my current policy is which runs out on 3/23 I was paying $492 every 6 months.

Business Response: Dear Sir or Madam:
Thank you for sending tbe complaint filed by Ms. ****** ******, which we received on February 28,
2013 . We understand that she would like additional details surrounding a change in premium. We
appreciate the opportunity to address her concems.
The change to·Ms ****** 's premium was due to two recent rate revisions that were filed and approved by
the ******* Department of Insurance and became effective on October 1, 2012 and January I, 2013,
respectively. The January 2013 rate revision was an overall reduction to the rates charged for Personal
Injury Protection coverage, which was the result of recent reforms in the laws and provisions governing
this automobile insurance coverage in *******. The October 2012 rate revision included modifications to
our financial responsibility scoring model and corresponding rating factors. These changes were made to
better align the rates we charge to the Unique risks presented by each policy. Based upon the infonnation
that we received from Equifax regarding Ms. ******'s credit history, which was also shared with her, the
following items were provided as reasons that she did not qualify for a better overall financial
responsibility score and, therefore, the most favorable discount:
• There is a collection agency reference on your credit report.
• There is no information available about any accounts on your credit report because your oldest
account has only been open for a short period of time.
• There are too many recent credit inquiries on your credit report. Inquiries occur when a potential
credit lender receives an application for all extension of credit or new loans and requests your credit
report.
If she believes any oftllis infonnation is not accurate, the notice that Ms. ****** received also gave her
instructions as to how to contact Equifax. Our company does not have access to the detailed credit
history of our insureds, and we cannot make changes to or offer advice on credit related matters. Since
we have not been notified of any inaccw-acies on the credit report we were provided, we have rated her
policy according to our filed rules and rates.
The aligrunent of our rates affects each policyholder differently based on the individual characteristics of
their policy. We certainly appreciate that Ms. ****** has been a loyal, long-term client. We regret that
she experienced a premium increase; but, we are required to apply our rates consistently, and we are not
allowed to adjust them on an individual basis.
If you have any questions about this information, you may contact me at ###-###-#### or our Client
Service department at ###-###-####.
Sincerely,

***** ************
******* *******
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

3/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They mishandled a claim involving my vehicle. An incident in which I was rear-ended in a private parking lot occurred on 11.26.11. Ameriprise failed to conduct an investigation. Ameriprise did NOT defend or represent me. Ameriprise paid out on a claim of the other party (represented by *******) without an investigation. Ameriprise tried to coerce me into using a specific repair facility. Ameriprise tried to punish me for selecting my own repair facility by lowering my estimate by $133.33 and trying to require me to put sub-par parts onto my vehicle. I was forced to argue with Ameriprise to pay out the appropriate amount to the repair facility of my choice. Ameriprise was unresponsive to my phone calls/e-mails with questions regarding my claim. My assigned representative was changed in the beginning and the new representative (******* ******) did not respond to my calls/e-mails and had other Amerprise rep (*****) call me in her place. The Amerprise representatives I spoke with handling my claim, and afterwards handling billing questions, belittled and harassed me. Ameriprise representatives were accusatory towards me as their client, defending *******'s actions. ******* ****** on behalf of Ameriprise was dishonest with me. Ameriprise has reported the incident which occurred on 11.26.11 as an 'at fault' incident, which shows up on my CLUE report. It is illegal for Ameripise to assign blame without an investigation and this needs to be corrected on my CLUE report IMMEDIATELY, as it is causing me problems to have an 'At-fault' incident on my record; it has caused me increases in insurance premium by Ameriprise and it is costing me increased premiums with my new auto insurance company. Amerirpise has increased my premium from what once was $450/6 month policy to $1359/6 month policy due to a claim that was a total of $810 cost to Ameriprise for my property damage. According to Ameriprise representatives they are a "full-recourse company" and intend to regain their losses (of $810). They over-charged me with extremely high premiums over a minor incident. Ameriprise has caused me loss of sleep, stress and hours of wasted time to fight with them both over my claim in November 2011 and over increases in premiums and research into new companies and correction of my CLUE report and discussion with law enforcement over traffic codes. They have mistreated me, belittled and badgered me and caused me an extreme amount of stress over the past 15 months.

Desired Settlement: 1) I want Ameriprise to correct my information which shows up on a CLUE report - they illegally and inaccurately reported a vehicle incident as 'at fault.' 2) I want Ameriprise to issue me an apology. 3) I'd like Ameriprise to issue a refund for the absurd amounts of increased premiums. 4) I sent Ameriprise a letter via certified and tracked USPS mail on 01.22.13 serving Ameriprise a 30-day notice to correct my CLUE report; I expect a response to this letter.

Business Response: February 14, 2013
BBB of Wisconsin
10101 W Greenfield Ave., Ste. 125
Milwaukee, WI 53 124
Re: BBB File Number:*******
Complainant:******** **********
Our Claim Number :*******
Date of Loss:November 26, 2011
NAIC Number:29068 - IDS Property Casualty Insurance Company
Dear Sir or Madam:


Thank you for sending the complaint filed by Ms. ******** **********, which we received in our office
on February 11 , 2013. We understand that she disagrees with our determination of liability. We appreciate
the opportunity to address her concerns.
On November 26, 2011, our insured, Ms. **********, reported that she was backing into a space next to
a gas pump when Ms. ******** *****, the claimant, came around the corner and rear-ended her vehicle.
On November 28,2011 , we obtained a formal statement from Ms. **********, and she said she had
pulled in to a ******* gas station with the gas pump on her passenger's side. She was facing an SUV,
which was already stopped and pumping gas. However, her gas tank was on the driver's side and the hose
wouldn't reach all the way around the vehicle. Ms. ********** proceeded to turn her vehicle around in
order to get her driver's side next to the pump. There were no pumps to her left. Ms. ********** reached
the point to where she was backing parallel to the gas pump, and as she was backing straight into the area
of the gas pump, she looked over her left shoulder to determine the distance between her vehicle and
pump. She saw the SUV still parked at pump behind her. Ms. ********** then heard honking and
immediately felt an impact, at which point she stopped. Ms. ********** stated he never saw the claimant
but deduces that the claimant had come from around the SUV when the impact occurred. She thinks the
claimant was attempting to pull into the pumping area as she was backing into it.
We obtained a statement from Ms. ***** on November 30,2011, and she said she had already fueled her
vehicle and was leaving gas station. She was coming around the end pumps in a driving aisle. There was
a truck (the SUV) at the first pump and the second pump was empty. Ms. ***** said that Ms. **********
pulled in front of her at an angle. Ms. ***** indicated that she stopped in the aisle. Ms. **********
pulled forward, then backed, pulled forward then backed repeatedly, and claimant thought she was was
trying to get to the exit.
Ms. ***** then states that Ms. ********** backed up straight at her while she was still stopped. Ms.
***** sounded her horn several times, but Ms. ********** continued to back up and hit Ms. *****'s
vehicle. Ms. **********'s vehicle was straddling the pump lane and the aisle lane when the vehicles
collided. Ms. ***** mentioned that there were two possible witnesses at the scene, but no contact
information was provided.

The inspection of Ms **********'s vehicle was completed on December 15, 2011 and Ms. *****'s on
December 6, 2011. These inspections could not confrim whether or not there was any movement of Ms.
*****'s vehicle at time of impact.
On December 8, 2011 , we reviewed the file and found it necessary to pursue the witness information in
order to further clarify how the accident happened. On January 25, 2012, Ms. ***** provided the contact
information for the two witnesses. We left phone messages for these witnesses, but we did not receive a
response.
Given that Ms. ********** admitted she did not see the claimant until impact, it was difficult to refute
Ms. *****'s contention that she had been stopped for quite some time when our insured backed into her.
Ms. ********** had the greater duty to proceed with caution, as she was backing and the claimant was
reportedly stopped.
In **********, to be considered the party who is principally at fault one must be 51 % or more negligent.
The state allows for comparative negligence to be assessed to a party when a duty owed has been
breached. A person backing has a greater duty to proceed with caution, as their view is more likely to be
obstructed and/or limited. Based on our investigation, the claimant was stopped and had sounded her horn
before impact. Ms ********** did admit to not seeing the claimant but hearing her horn; therefore, we
determined there was no negligence on Ms. *****'s part.
On February 9, 2012, we sent Ms. ********** a letter advising her as to our determination of unsafe
backing on her part, and we issued payment for the claimant's damages and closed our file.
On August 8, 2012, Ms. ********** contacted us to discuss liability, we presume because she became
aware of how the at-fault accident impacted her premium. We reviewed why she was considered to be at
fault based on our investigation, as described in detail previously.
On January 29, 2013, we received a letter from Ms. ********** requesting reconsideration of our
liability decision. We agreed, and a team of two supervisors and four claim representatives reviewed all
the information available, and they confirmed that Ms. ********** was liable for this accident. On
February 4, 2013, we advised Ms. ********** that our liability decision would remain unchanged.
Every effort was made to thoroughly investigate and fairly evaluate all of the evidence available to us at
the time this claim was settled. We can find no evidence that Ms. ********** was coerced into using a
specific repair shop, and that is certainly not our business practice. Her vehicle damages were evaluated
fairly. Additionally, although we were only legally entitled to pay for after-market pmts in the repair of
her vehicle, when Ms. ********** expressed her concern about the use of after-market parts, we paid the
difference of $131.33.
Ms. ********** does not specify the dates when phone calls and emails went unanswered, but we see no
indication of that in our records, nor was she ever belittled, harassed, mistreated, badgered or dealt with
dishonestly during the investigation and resolution of this claim. While our representatives must
occasionally deliver difficult messages, they receive extensive training that teaches them to do so with the
utmost respect and concern.
After reviewing the results of our investigation again, we maintain our determination that Ms.
********** is liable for this accident due to unsafe backing.
If you have any questions or additional in formation to share, you may contact me at I ###-###-####,
Ext. ****.
Sincerely,
******* *********
******** ****** ********** *******
IDS Property Casualty Insurance Company
cc: Ms. ******** **********
*** ********* *****
*****, ** *****

2/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ameriprise Auto Insurance two separate times to ask them to stop an auto-debit from my checking account set to come out on12/17/12. They refused to do so both times, and told me I needed to call them. I specifically stated I am not available by phone. I then went to the website and changed my payment method to a credit card, since they refused to stop the debit from my checking account. I double checked to insure this had been done, and I had taken the correct, necessary steps to input my credit card information and delete my checking account information. Apparently, they still stored my checking account information in their system, because when it came time for the debit on 12/17/12 they still attempted it. It was returned NSF by my bank (which is why I tried to stop the debit) and I was charged $25. They attempted to debit AGAIN on 12/24/12 and I was charged another $25 by my bank, for a total of $50 in NSF fees. When I contacted Ameriprise to ask them to issue a credit for the unauthorized debits that were attempted, they refused to do so. They emailed me back and told me that even though there is an option ONLINE TO CHANGE YOUR PAYMENT METHOD, they won't honor that and it needed to be done over the phone. I was told it was my fault that I didn't call them to change my auto-debit option then they won't refund the charges so I'm out of luck. Absolutely awful customer service. I cancelled my policy with them today and will NEVER use them again. ******* *****

Desired Settlement: I want a refund of the $50 charged for their unauthorized debit from my account, as well as assurance that they have now DELETED my checking account information. This is not legal for them to keep this information in storage, and I am super upset that they are still storing this information on my account.

Business Response:

Re: BBB File Number: *******
Complainant: Ms. ******* *****
Policy Number: **********
NAIC Number:  29068 - IDS Property Casualty Insurance Company


Dear Ms. ******:


Thank you for sending the complaint filed by Ms. ******* *****, which we received on December 28,
2012. We understand that she would like a detailed explanation regarding the reimbursement of her
non-sufficient fund fees. We appreciate the opportunity to address her concerns.
On December 4, 2012, we received an email from Ms. ***** asking us to delay her December 16, 2012
installment of $171.14. Due to the unusual nature of her request, we responded to her email by asking her
to contact our Client Service department.
On December 6,2012, we received another email from Ms. ***** requesting her payment to be delayed
until sometime in January. Again, we responded, asking her to contact our Client Service department,
due to the nature of her request. We did not receive a response call from Ms. ****** on either occasion.
On December 12,2012, we received an online request at 2:59 p.m. to update Ms. *****'s preauthorized
withdrawal information. Then, at 3:01 p.m., we received another online request to update Ms. *****'s
method of payment to credit card monthly. Because we received two requests to update the method of
payment on the same day, we called and left a message on Ms. *****'s answering machine, asking her
to contact our office so we could verify which method of payment she wanted.
We did not hear from Ms. ***** until December 27,2012, when we received an email expressing her
concerns that we attempted to withdraw the December 16, 2012 payment and requesting reimbursement
of $50.00 for non-sufficient fund fees.
We reached out to Ms. ***** three times asking her to contact our office regarding her December 16,
2012 installment, so we do not believe that reimbursing the non-sufficient fund fees is warranted.
Ms. ***** also mentioned in her complaint that she requested the cancellation of her policy on
December 28,2012, but we have not received a request to cancel the policy. Her po licy is currently
pending cancellation, effective for January 12,2013, for non-payment of premium.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, I did not ask for a "detailed explanation regarding reimbursement of my non-sufficient fund fees", as stated in the Ameriprise response. I understand that they refuse to offer any consolation for the debits that they tried to attempt on my checking account after I clearly did not authorize them. I have, in the past, had my payment date changed for this insurance policy. It is stated in the response that the nature of my request to have a payment date changed was "unusual". What's so unusual about changing a payment date, when it falls immediately before Christmas?

When I sent the emails mentioned on 12/4/12, and 12/6/12, to ask to delay the payment set to debit on 12/17/12, I was told to call their 1-800 number. I informed Ameriprise that because of difficult family circumstances I was not available by phone, but they still refused to honor my request to change the payment date. All of the emails were sent directly through the Ameriprise online portal, where I was signed into my account to "manage" it. This should have cleared up any need for a phone call. I made my point clear that I am not available by phone.

In addition to the emails sent, I did, in fact, as Ameriprise stated in their response, change my payment method to a credit card online on 12/12/12. This request to change my payment method was completed at 3:01pm, because my first attempt to make changes to my checking account (as also stated in their response at 2:59pm) failed. This means that I accessed my online account with Ameriprise insurance at 3:01pm and changed the payment method to a credit card. As previously stated MANY times, I did not have sufficient funds in my checking account on file to make the payment on 12/17/12, which is why I changed my payment method. Also, because there was mention from Ameriprise in their response that my insurance was "pending cancellation for non-payment", I'd like to make it clear that the billing system set up with Ameriprise runs on a 5 month system, in which 5 monthly payments are made-ahead of time-leaving no payment for one month between policy periods. This means that my insurance payment that was "due" on 12/17/12 was actually paying for a month in advance....which is why it is insane that they would not let me change the payment date. I have since cancelled my policy with Ameriprise and use ***** ********* now. I realized that if I am given this much stress and annoyance over a simple mistake that THEY made, and should fix, then I would be very, very upset if I ever got into an accident and needed payment from them for a claim. There is no way I would risk that kind of life mistake. Ameriprise is clearly not a company that concerns themselves with loyal, paying customers.

Finally, the main question that remains is this: Why did Ameriprise take it upon themselves to change my payment method BACK to my checking account AFTER I clearly changed the payment method to a credit card, to avoid any NSF fees??? Ameriprise even admits their fault in the response, as stated here:

"On December 12, 2012, we received an online request at 2:59pm to update Ms. *****'s preauthorized withdrawal information. Then, at 3:01pm we received another online request to update Ms. *****'s method of payment to credit card monthly."

I have also attached the confirmation I received from Ameriprise CONFIRMING my change to pay with a credit card online, as well as my email response to them online after I was charged the $50 in fees from my bank.

I will be waiting for my refund of the $50 in fees, and will settle for nothing less. 


Regards,

******* *****

 

 

Business Response: Re: BBB File Number:*******
Complainant: ******* *****
Policy Number: **********
NAIC Number: 29068 - IDS Property Casualty Insurance Company

Dear Ms. ******:

Thank you for your January 30,2013 follow-up letter that provided additional feedback from Ms. *****.
We feel that we made every attempt to contact Ms. ***** regarding the payment on her account, and we
have explained our reasoning thoroughly in our two previous responses.
To close this matter, we are offering a refund of$9.58. This is the $50 non-sufficient fund fees minus the
$40.42 owed for coverage through the January 11,2013 cancellation date. If Ms. ***** agrees, we will
issue a refund check to her for $9.58.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.
Sincerely,
***** ********
****** **** ****** ** ******* *********** **** *** ****** ******* ********* ***********
IDS Property Casualty Insurance Company
cc: Ms. ******* *****
**** ***** *** *****
*******, ** *****

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

******* *****

 

 

 

2/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 11, 2012 I had an auto loss claim with Ameriprise Auto and Home Insurance. For this claim the radiator in my car was replaced. Roughly two and half months later that replacement radiator malfunctioned. I called Ameriprise on 12/31/12 to ask what I should do since I had moved three hours away from the repair facility. I was transferred to the original adjust ****** ******. She did not answer the phone, so I left her a message as what I should do since I no longer lived near the repair facility. I was told by ***** the representative that originally took the call on 12/31/12 that she would return my call that day even though she had one business day, or that if she could not someone else would be listening to Ms. ******'s voicemails and return my call. For the next two weeks I would be without a car, as Ameriprise's process took an unacceptable amount of time to complete. he claim in October, 2012 took until October 18, 2012 for the claim to be approved for repair. At that time I thought that it too took longer than it should have; two weeks is beyond unacceptable. Never at any point did Ms. ****** offer a rental car on behalf of customer service even if it was not part of the "normal" protocol. Below is the letter that I sent to ****** ******** *** *********** on January 15, 2013 to complain about the situation. The letter outlines the detail of events. ******** *********** ******** ** ****** Ameriprise Auto & Home Insurance **** ********** *** ** ***** ** ***** Dear Ms. ***********: I am writing to you in regards to a recent issue I have had with claim ***********. Back on October 11, 2012 I had an automobile loss claim on my 2007 Chevrolet ****** ****. For that claim the radiator was replaced in my car. Approximately two and half months later that replacement radiator malfunctioned. Not sure of what I should do since I had moved three hours away from the repair shop, I called Ameriprise on December 31, 2012. From that point forward the next two weeks would soon become my worst nightmare. The manner and process in which the supplemental was handled was beyond unacceptable and substandard. The worst customer service I have ever received in my life. It literally took two weeks to get a final response to the supplemental, and it was an email. As I have read on your company’s website and have listened to the hold music, your company touts excellent customer service and retention. I am not sure how this is possible, as I thought the first claim in October, 2012 was handled rather poorly this supplemental takes the cake. In October the loss was on the 11th and the approval for the repair was on October 18th not two weeks later but one. Which is still unsatisfactory. I initially signed up with Ameriprise mainly because ****** was willing to be affiliated with Ameriprise and the cost savings. As ****** has always been a great company, this issue has tarnished their good name. First I must say that I am most displeased with Ms. ****** ******, the adjuster handling my claim. At no point did Ms. ****** try to expedite the process quickly nor acknowledge the fact that I was without a car for two weeks because of Ameriprise’s process. On one occasion I spoke with a supervisor ***** ****** on January 4, 2013 she assured me that she would get back to me the following Monday January 7, 2013. I never heard from Ms. ******, ever. Ms. ****** did however tell me that I could rent a car, but it would only be covered if in the supplemental it was found that the malfunctioning radiator was related to the original claim. So I had a 50/50 chance that it would be covered. **********’s economy (least expensive) rental car was $36.79 per day. From the first day that I heard from Ms.****** on January 2, 2012 until January 14, 2012 when I received the “decision” that rental car would have cost me $478.27! I do not have extra money to dole out, especially due to the slow process in which I had no control over. At one point I pointed out that on a customer service level I should be granted a rental car, because of the lengthy time all of this was taking. Again, Ms. ****** would not agree or even offer to see what she could do. To her customer service appears to mean nothing. When talking to her, it sounds as if she is reading a script which again gives the feeling of insincerity. Also, when talking to Ms. ****** she only hears what she wants to hear. She takes the word of the appraisal company over that of a customer, nor does she feel the need to investigate discrepancies in the appraiser’s stories. Which the appraiser's untimely handling added to the two week waiting period. Below you will find the dates and problems that I encountered: · On 12/31/12 at 8:48am PST I called Ameriprise auto claims department and spoke with *****. I told ***** that I had a claim back from October, 2012 where repairs were made, and the radiator replaced. I told her that the replacement radiator malfunctioned and that I moved and no longer lived near the repair shop that did the work in October. I asked what I should do, and she looked up my claim and said that she would transfer me to ****** ******, the original claims adjuster from October. ***** said that if Ms. ****** did not answer that she would return my message within one business day, but that meant today (12/31/12). ***** also said that if she were unable to someone else would be listening to Ms. ******’s voicemails and that someone would be contacting me regardless. Ms. ****** nor any other Ameriprise representative returned my call as ***** indicated. In the message I left Ms. ****** I explained about the replacement radiator, and wanted to know how to proceed. I received a phone call from Ms. ****** on January 2, 2013. · On 1/2/13 at 10:10am PST Ms. ****** returned my call. I again reiterated that I had moved and no longer lived near the repair shop and that the radiator had malfunctioned and I wasn’t sure how to proceed. Ms. ****** said that the car needed to be appraised. I asked about a rental car, and she would not authorize one until it was determined if it were related to the claim in October, 2012. She said that I could pay for one out of pocket, and if it were determined that it was related then I would be reimbursed. I unfortunately do not have the extra money for a rental car for one day let alone an unknown amount of days. I also questioned why nobody had returned my call on 12/31/12 as ***** had indicated. Ms. ****** very firmly insisted that she had one business day to contact me, and that Tuesday was a holiday. I tried to tell her what I was told by *****, but she would not listen. I am sure the conversation with ***** was recorded. · On 1/3/13 at 11: 48am PST I called Ameriprise claims department to check the status of the appraisal. I was told that the appraiser called the repair facility several times but nobody answered. He said that he would probably stop by to see if he could inspect the car. The repair facility is a Chevrolet dealership, and someone always answers the phone during business hours. I found this very hard to believe. I again spoke with the repair facility once I learned about this information, and they had no record of anyone stopping by to inspect the car. · On 1/4/13 at 4:21pm PST I called Ameriprise claims department and spoke with ******. I asked about the current status of the appraisal. ****** said that the appraiser stopped by the repair facility and that the car was not torn down for him to look at, and that he asked that it be done and he would return. I expressed to ****** my frustration, and asked to speak to a supervisor. ****** transferred my call to ***** ******. Ms. ****** too called the appraiser, but of course had to leave a message for him. She said that she personally would call me back on Monday January 7, 2013. No phone call ever came from Ms. ******. · On 1/7/13 at 12:50pm PST Ms. ****** called me and left a voicemail. She said that she called the appraisal company and that she left a message to contact her to see if the appraiser will be going back on Friday, January 4, 2013 (this does not make sense as it was already 1/7/13 when she called me). · On 1/7/13 at 4:04pm PST I called Ms. ****** back and left her a message regarding the appraiser, and to see if she could get a straight answer and what he was reporting to his company and Ameriprise was conflicting the information that I had received from the repair facility. I had spoken to the repair facility and the appraiser had came by earlier in the day for the first time without calling to look at the car. He asked that the car be torn down for him to look at. The repair facility asked that they could have it done in 20-30 minutes. Had the appraiser been to the repair facility on Friday, January 4, 2013 like he said the car would have already been torn down when he got there on Monday, January 7, 2013. · On 1/8/13 at 12:31pm PST I received a call from Ms. ****** regarding the appraisal status. I tried to convey to her that the appraiser appeared less than truthful in what he was reporting. She said that she was only going off of what he was telling her. Apparently reading the notes from previous calls that should have shown what he was reporting and actually doing were not the same. At this point I expressed how dissatisfied I was with the way that the process is and how unsatisfactory the service had been. I told Ms. ****** that we were no longer dealing with a process and that it had become a customer service issue, and that the process has caused a lack of service. I told her that nobody has offered to make the situation right by acknowledging that the process had seriously inconvenienced me the customer, by offering a rental car or something to make it right. Ms. ****** said that she could not offer the rental car because it was not determined yet if the radiator malfunction was related to the October, 2012 claim. Ridiculous! Also, at the beginning of the conversation Ms. ****** said that she would contacting me either Wednesday January 9, 2013 or Thursday, January 10, 2013 about the supplemental. At the end of the conversation she said she would now get back to me no later than Thursday, January 10th. It seemed to me this was on purpose to further drag out this godforsaken process, just to get back at me for expressing my dissatisfaction to her earlier in the conversation. · On 1/10/2013 at 7:41am PST I received a voicemail from ******* calling on behalf of Ms. ******. ******* said that supplemental was now in the review process and that Ms. ****** would contact me on Monday January 14, 2013. ******* apologized for how long it was taking, and was sincere. · On 1/14/2013 at 6:08am PST I received an email not a phone call (I found this odd as all communication had been on the phone) from Ms. ****** that said “Our appraisal company has advised that you should check with the original repairer for warranty repair as the leaking radiator is due to either faulty installation or defective aftermarket part.” Wow, I went two whole weeks to learn that I now have to deal with maker of the aftermarket part. Which by the way further angers me that a cheap aftermarket part was put in my car, not an OEM which was in my car at the time of the loss in October, 2012. And, yes I did get a list of parts needed to repair my car in October, and no I did not know that OEM parts were not being used. I am not an expert on car part abbreviations. During the past two weeks I have had to inconvenience five friends and family in order to obtain transportation for work, and to get my mother to her chemotherapy and other doctor appointments. As I am sure this does not matter to anyone at Ameriprise, it does to me. I am sure if Ms. ******, Ms. ******, and you were faced with my imposition caused by Ameriprise’s process, *** **** ********* *******, and Ms. ****** all of you too would find it unacceptable. I look forward to your timely response to address the issue. Sincerely, ****** ***** ###-###-#### *******************

Desired Settlement: I would like the amount that the economy rental car from Enterprise would have cost me, which is $478.27 to compensate me for the loss of my vehicle for two weeks, emotional anguish, unacceptable service, and severe inconvenience.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *****

On Wed, Feb 6, 2013 at 11:56 AM, ****** ***** ********************* wrote:

Yes, I have heard from Ameriprise. They have attempted to resolve the issue, and I accepted their offer of $227.

Thank you,
****** *****

 

1/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On/about August 20, I called Ameriprise to inform them that I was putting my car in storage and to ask how this affects my coverage. They changed my policy accordingly, telling me I did not need liability insurance. I was told to notify the DMV in Nevada myself, that Nevada is a "reporting state," and that was it. At no time did the agent tell me that Nevada requires me to have full accident liability coverage on my car even though it's in storage and not being driven. I trusted the agent to adjust my policy to what was needed for the state in which my car would be stored. I now face a $1000 fine from the DMV, something I can't even rectify or fix because the only way to do so is by me turning in my plates, but I'm out of the country for several more months and can't do that. The agent should have told me that Nevada requires me to have full coverage and should not have advised me to change lower my coverage as he did. I want the fine to be paid by IDS and for the recording of my conversation with the agent in August, 2012 to be sent to me and DMV

Desired Settlement: I want IDS to pay this fine with the DMV. I am also filing a complaint with Costco who contracted IDS to provide insurance for its members.

Business Response: Thank you for sending the complaint filed by Ms. ********* *********, which we received on January 2,
2013. We understand that she would like an explanation why we do not believe that reimbursing her fines
is warranted. We appreciate the opportunity to address her concerns.

On August 21, 2012, Ms. ********* requested to lower her 2003 Infinity to comprehensive only coverage,
effective for August 31, 2012, because she would not be operating her vehicle for approximately six
months. However, when a vehicle is registered in the state of Nevada, titleholders sign an affidavit stating
they understand that they need to maintain liability coverage on their vehicle.

At the time of the coverage change, we explained to Ms. ********* that Nevada is a "reporting state,"
which means we would report to the state that she no longer carries liability coverage. We also informed
her that she needed to contact the Department of Motor Vehicles regarding the change in order to prevent
any fines. She said she would contact thein.

Ms. ********* contacts us and reinstates her liability coverage prior to 180 days from the date the
coverage was removed, this will prevent her penalties from increasing. Unfortunately, it will not remove
her current penalties.

We encouraged Ms. ********* to contact the Department of Motor Vehicles regarding the coverage
change to prevent any penalties, so we do not believe that reimbursing the penalties is warranted.
If you have any questions about this infonnation, you may contact me at 1 ***** ********* **** *****
Sincerely,
***** ********

1/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were huge disappointed by the experience with Ameriprise!!!!! Since we were relocating to the new place and bought the new home, we decided to change our insurance company from which covering Boston area to the new company. We knew Costco has good customer reputation, therefore we decided to use Ameriprise, which started our nightmare! After got the quotes about the home and auto both from the sales guy who served us at beginning, we did not bother to negotiate with the pricing at all and started the policy right away with him. During the whole process of opening the policy for our home and auto, he did not mention we need to get any documents back to Ameriprise. All we did was giving him the credit card number, and then we were told by him everything was all set! And as most people’s experience with other insurance company, who will think after you paid the whole yr policy you need to do anything else with your insurance policy unless you need to file the claim?? In the early of June, we received a mail asking us to provide the signed application form for our home policy. It was weird, since the policy had been started and paid, why we needed to submit the application? why the application form was not asked at the beginning of the quote? why the sales didn’t tell? Anyway, it was just five mins job to finish that form, and we sent it back. June 19th, there was one representative from Ameriprise called us about not receiving the application form from us. I told her we already sent it back. And on the phone I told her I could send her the form by email right away if she needed. Then I did it. And I did ask her to follow up with me the next day if she did not get the form or anything wrong with the form. But I had not been heard from her ever since June 19th, therefore I thought I was all set! Things came again in August. Another representative called me around August 21st about not receiving the forms. I just forwarded the June 19th form to her AGAIN! And never get any follow up with this representative again…so I thought I was all set! Since August, nothing ever heard back from Ameriprise, which is normal. Otherwise I would fall in love with any company who keep contact with customer every month~ Who will keep in relationship with Insurance company every month for nothing happen? On October 23h, my car got hit and run by someone, but it was very slight hit. It caused me $100 for body shop, which definitely I would not let my insurance to cover the small amount. But that was my first accident; therefore I called Ameriprise for just letting them know and asked if anything I need to do. Well, except for any useful information, I was super shocked by hearing my policy would be cancelled on October 25th!! Woo!! If I didn’t call on that day, my insurance would be cancelled without my attention!! I asked them why, and they told me they didn’t get my application form!! What form!! I kept telling them I did send the forms in June and August, and I did keep the emails. And they asked me to send the emails again and make the title have “attention to supervisor”. Then I did it. For the following that week I called them twice asked them how was thing going with my policy. On Friday night again, I called them. They told us underwriting was reviewing that and they would let me know on Saturday. Nothing heard back on Saturday. I called back on the following Monday rather than waiting for their call back! I felt bad about it. It was like a customer keeping chasing doing the business with them rather than they wanting customer!! My call finally transferred to one supervisor. She asked me directly forward the previous emails to her. Then on the phone, finally we figured out what the discrepancy came! I was keeping sending the form under home policy, but what they were expecting was auto policy. And those two policies have two different policy numbers! For the previous insurance companies I used there was always one number for total. Then the next day, another representative called me about nothing they could do now but cancel my policy! !!! And he told me it was my fault to get my policy cancelled!!! And after waste the previous week for them to figure out what was the issue, my policy was cancelled at the previous week which gave me a week I didn’t have the policy for my autos!!!!!!!!!!!! I didn’t waste any more time with them about arguing cancelling my insurance. All I wanted to do was to get my insurance right away. Even though I was totally pissed off by Ameriprise! Then I right away found another insurance company started my insurance that day, but still left one week gap before for my insurance coverage!!! Things have been passed for a month. And I just have time to document what happen to me with this ridiculous messed up procedure insurance company! I admitted I may be not so cautions to understand the issue and didn’t realize I sent the wrong form to the wrong policy number. However, if any representative did follow up after they received my form, and found it was the wrong form. The issue would not been there for long time! To everyone’s surprise, at least more than five customer representatives talked with me on the phone, but no one follow up after they received my forms. I believe it is not the personal working issue, it is about what the working procedure they take for handling their work!! This company must do not have clear customer working procedure! Let me tell you how you should work!! When you sell the insurance to customer, you should clearly state what documents customer should return to you! If nothing was told at beginning, every customer will take the assumption that nothing customer owe to you! Especially you have already got the full payment from customer! Secondly, if you do not receive anything you request from customer and customer tell you that he or she is sending now and please DO follow up with *Word Rejected*if you do not get it, you should follow up with customer the coming business day or at least in two days to close out the issue. If you do not call back in two days, no one will assume the issue was not closed!! Lastly, if finally you find how the issue came, why there is nothing you could do by that time if you know the issue was coming from the previous miscommunication!!! Clear your work procedure! Change your business attitude! In this market, NO customer will beg you to have business with you!! And the most important, please do respect your customer!!!!!!!!! I am a fair person! I wish Ameriprise have better business! But I will never let my story go! And I will always ask the people I know to stay away with Ameriprise! *******

Desired Settlement: Make clear apology

Business Response: Thank you for sending the complaint filed by Ms. ******* ****, which we received on December 7,
2012. We understand that she would like a more detailed explanation as to why the policy was cancelled.
We appreciate the opportunity to address her concerns and believe the following tirneline of events
surrounding the cancellation will provide clarification.

On June 18,2012, Ms. **** requested a policy for North Carolina automobile insurance, effective June
27,2012. We issued policy ********** and infonned Ms. **** she would be receiving information
regarding the policy in the mail.

On June 19, 2012, we mailed her new business packet, which included an Application Instructions page
and Payment Options Disclosure Fonn that provides the following steps to formalize the policy:

1. Verify pre-printed information on application.
2. Make corrections, if necessary.
3. Complete the application and confinn the payment option section is correct. Please note, if
you selected installment payments, a convenience fee of $1 for preauthorized checking
withdrawal or $3 for credit/debit/charge card billing will apply to each installment. Other
disclosures regarding payment plans are included on the reverse side of this form.
4. Sign and date the application.
S. Include a copy of your most recent declaration page (coverage summary) from your previous
insurance company.
6. Review and sign any state-mandated fonns that apply to the coverage you have selected.
7. Return the completed application and fonns in the enclosed, postage-paid envelope.
On July 3,2012, Mrs. **** informed us her old carrier would not cancel her Massachusetts policy,
because the vehicles were registered in Massachusetts and she needed a Massachusetts policy. We agreed
to cancel her North Carolina policy and write a new Massachusetts policy AlO 1969255, effective for July
3, 2012. We infonned her that we would send her an application and state mandated [ornls that she
needed to complete and return to us.

BBB File Number *******
On July 3, 2012, we mailed Ms. **** her new business packet for Massachusetts, which included an
Application Instructions page and Payment Options Disclosure Fornl that provides the following steps to
finalize the policy:
I. Verify pre-printed infornmtion on application.
2. Make corrections, if necessary.
3. Confirm that the payment options selection information on the back of this page is accurate. If
everything is correct, no action is needed.
4. Sign and date the application.
S. Include a copy of your most recent auto declaration page (coverage summary) from your previous
insurance company.
6. If you currently have home, condo or renters insurance, please include a copy of your most recent
declaration page for that policy. We need proof of coverage to apply a Current Home Insurance
discount to your auto policy.
7. Review and sign any state-mandated fonus that apply to the coverage you have selccted.
8. Return the completed application and forms in the enclosed, postage-paid envelope.
On July 5, 2012, Ms. **** informed us her vehicles would be arriving in North Carolina that weekend
and she would let us know when the vehicles were registered in North Carolina so we could issue her a
new North Carolina policy.
On July 31,2012, we received an email from Mrs. **** which included the following items for her
homeowner's insurance policy **********:
• Home Insurance Application
• Personal Inland Marine Application
• Homeowner Supplemental Application
On August 2, 2012, we informed Mrs. **** we did not receive her automobile application or proof of
prior insurance. She said she emailed the application on July 30, 2012 and her prior carrier was sending
the proof of insurance.
On August 20, 2012, we called and infonued Mrs. **** we were mailing notification the auto policy was
scheduled to expire on October 21, 2012, because we did not receive a completed application or proof of
prior insurance. She advised she would email the information right away. The same day, a cancellation
letter was sent informing Mrs. **** that if her auto policy application was not received, the policy would
be cancelled effective October 21, 2012. An application was enclosed with the cancellation letter.
On August 21, 2012, we received an email from Mrs. **** which included the following items for her
homeowner's insurance policy *** ****** * :
• Home Insurance Application
• Personal Inland Marine Application
• Homeowner Supplemental Application

Mrs. ****'s policy cancelled, effective October 21, 2012, because we did not receive the application or
proof of prior insurance for her automobile insurance policy. A notice of cancellation was mailed on
October 23,2012 informing Mrs. **** of the cancellation.

On October 23,2012, Mrs. **** called to inform us her vehicle was damaged while parked in a parking
lot. We informed her we were unable to cover the damage to her vehicle because the policy cancelled at
12:01 a.m. on October 21,2012, due to not receiving her application or proof of insurance. Mrs. ****
said the information was sent to us several times and requested reinstatement of her policy. We infornled
**** * ***
BBB File Number *******
her we would review the policy to see if we received the information and if we would be able to offer
reinstatement.

On October 29,2012, Mrs. **** discovered she had been emailing the application for her homeowners
insurance and not her automobile insurance, so she immediately emailed the signed and dated application
for her automobile insurance.

On October 30, 2012, we informed Mrs. **** reinstatement of her automobile insurance policy was
declined, because we did not receive the appropriate infonnation prior to the October 21, 2012
cancellation date.
If you have any questions about this infonnation, you may contact me at I ***** ********* **** *****
Sincerely,
***** ********
Senior Team Leader of Quality Development Team

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Again, what I complained was the way they communicated with the customers and the follow up procedures with customers. They showed what the have done, however I also have shown what I had done to try to solve the problem. That was the still the same problems that they never would close the issue or follow up the issue. More than eight times I sent them the wrong forms, why at least no one time they follow up with me to tell me that was the wrong form. Several times I took the initiative to follow up with them by call and by email if they got the forms, why no representatives told me they got the wrong form on the phone. The response they just made per this complaint shows the same way they handled the communication with customer, "here is what we asked, here is what we did.." as running a business communication with customer, they need to understand where the customers stand for and what the mis-communication it is. Again, I feel awful about their response. ]

Regards,

******* ****

 

 

Business Response: A response was mailed to ******* **** and the BBB on January 9, 2013.

1/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 6 month policy with Ameriprise. When the policy ended I requested my inital qoute be revised due to it being set by my credit back in April 2012, and my credit score has changed drastically since then. I also requested that a hard pull not be done and that they complete a soft pull like they did in April. As of today it was not done. I received a bill for $328.24 and disputed the bill and they ahve refused to resolve.

Desired Settlement: Complete a new policy qoute on my insurance.

Business Response:
Thank you for sending the complaint filed by Ms. ******** *****, which we received on November 13,
2012. We understand that she would like additional details surrounding a change in premium. We
appreciate the opportunity to address her concerns.

The premium for Ms. *****'s policy for her 2012 Nissan Sentra SL was $1,447 when we initially wrote
her policy effective April 2, 2012. However, we did not yet have loss data for her vehicle in our system
because it was a new model year, so it was rated using the vehicle's Manufacturer's Suggested Retail
*****.

When the policy renewed in August, we had updated information in our database for Ms. *****'s vehicle,
and the estimated costs to repair that model significantly increased. This contributed to the increase in her
premium. In addition, we had filed a rate change in New York, and it was approved and became effective
April 17, 2012, which also caused Ms. *****'s premium to increase.
The premium impact resulting from these two factors was an increase of $519, bringing the policy
premium to $1,966. Ms. *****'s credit was not the cause of her premium increase, so there was no reason
to re-request it. Ms. ***** cancelled her auto policy with our company effective October 2, 2012.
If you have any questions about this infomlation, you may contact me at 920-330-5361.

Sincerely,
***** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

this is all new to me and when i called after hearing reading this today, again the stories are conflicting. Also you  are still requesting $300 dollars for November. since my account is cancelled why are asking me for payment of november. Also I never spoke to anyone in August concerning the policy renewed. I only had insurance with you starting April 2012 so I am lost to your statement. Also I have proof that required paper work was completed at the authorized place you had me go to inspect my car. 


The bottom line is, you have not answered my question concerning my rate increase for October 3, 2012- March 2, 2012. As I stated I received no new information on renewed until I called and spoke to a rep.


Regard,

******** *****

 

Business Response: Thank you for sending the follow up complaint filed by Ms. ******** *****, Which we received on
November 23, 2012. We understand that she did not understand our explanation for her premium
increase. In addition, Ms. ***** has a billing question. We appreciate the opportunity to address her
concerns.

When we initially wrote Ms. *****'s auto policy for her 2012 Nissan Sentra SL, we did not have the loss
information for her vehicle in our system. Because of that, we used the Manufacturer's Suggested Retail
***** (MRSP) to rate her vehicle. Using the MRSP and the rates in New York at that time, her premium
was $1,447, effective April 2, 2012.

When her auto policy renewed in August, we had the current loss information for a 2012 Nissan Sentra
SL in our system. Unfortunately, the estimated cost to repair that model significantly increased. This
contributed to the increase of her premium. Additionally, we filed and received approval for a rate change
in New York, effective April 17, 2012. This rate change was also reflected on Ms. *****'s August renewal
and increased her premium.

Hopefully this explanation of Ms. *****'s premium increase is more understandable. We are required to
rate every policy using the rates that are filed and approved with the New York Department ofInsurance.
We are therefore unable to re-write her policy with a lower premium with the coverages she had on her
policy prior to the cancellation.

Regarding Ms. *****'s question about the $300 bill, it is for coverage we provided from October 2, 2012
through the November 1,2012 cancel date.

On August 17,2012, we mailed our renewal offer along with a bill for the full six month premium of
$1,966, due by October 2, 2012. The direct full bill states, "Failure to pay the premium by the due date
will result in the cancellation of your policy."

On September 13,2012, we mailed a payment reminder notice stating, "As of 09113/2012, we have not
received your insurance policy premium payment for the policy tenn 10/02/2012- 04/02/2013." The
notice also states, "Failure to pay the premium by the due date will result in the cancellation of your
policy."

On October 8, 2012, we mailed a notice of pending cancellation explaining we would need payment by
November I, 2012 or the policy would cancel for non-payment of premium.

We did not receive payment by November 1,2012; therefore, the policy cancelled on November 7,2012,
effective November 1, 2012, for non-payment of premium. We mailed notification informing Ms. ***** of
the cancellation. We also mailed notification on November 1, 2012 informing her of the outstanding
balance of $328.24 for coverage we provided through the November I, 2012 cancel date.
If you have any questions about this information, you may contact me at 1 ***** ********.

Sincerely,
***** ***** ******* ******* *** ******** ******** ********* ******* ********** **** * **** ********* *** *** ******** ***** **** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I never received any of these letters or notices. But did receive the letter today. I don't understand why a courtesy call wasn't given. You guys sent me a certified letter before when you needed me to get car check. The communication was very poor and if policy was canceled still unclear if I paid it in full why I am still getting a 300 bill! 

Regards,

******** *****

 

Business Response: Thank you for sending the additional follow-up complaint filed by Ms. ******** *****, which we received
on December 28,2012. We understand that she would like a better explanation as to why she did not
receive the bills we mailed to her for the October 2,2012 to April 2, 2013 renewal term.

We have reviewed our records and they show that all the appropriate notices were mailed via first class
mail. We also made an automated courtesy call to Ms. ***** informing her of the pending lapse in
coverage.

As we have stated, if Ms. ***** can provide documentation showing she had coverage with another carrier
from October 2,2012 to November 1, 2012, we will backdate the cancellation of the policy to October 2,
2012, and no premium will be owed. Beyond that, we have no further infonnation to provide; if Ms. *****
has ongoing concerns, she can review our previous three responses which address every issue related to
this situation.

If you have any questions about this infonnation, you may contact me at * ***** ******* ** **** ****.

Sincerely,

***** ******** ****** **** ****** ** ******* *********** **** *** ****** ******* ********* *********** *** ******** ******** ********* ******* ********** **** * **** ********* *** *** ******** ***** **** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Again I did not receive these letter(anyone can write up letters) as per her response nor did I speak to anyone concerning a new policy. As per my agreement with them the terms expired October 2012 and that's what I paid. I had no knowledge of a new policy with Ameriprise and do no owe them a bill. As stated my plan was to get a new quote for a new policy and it went up not down. They do go by credit report, because I have proof they did a soft pull on my credit report! 

Regards,

******** *****

1/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wish to file a formal dispute of the charges of $39.93, the alleged outstanding balance on the account for policy BX07173367. I dispute these charges on the basis that they are arbitrary and in direct conflict with the terms of the relevant contract. Therefore, I am requesting that all related charges and attempts to collect this or related amounts be terminated effective immediately. I have attempted to resolve this issue during telephone conversations with Ameriprise representatives, including a Supervisor, on several occasions. As stated at that time, the contract language to which both parties are bound is clear: page 8 of the document entitled Your Safety Car Pays Policy, subsection entitled Automatic Termination states “This policy will automatically terminate at the end of the policy period if you or your representative do not accept our offer to renew it. Your failure to pay the required renewal premium means that you have declined our offer.” As I failed to pay the required renewal premium, my expectation is that the policy was terminated at the end of the policy period as stated in the documents. Furthermore, as I had previously pre-paid the full policy premium up to that renewal period, there should have been no outstanding charge on my account. Ameriprise representatives have stated that they extended my policy for a period of 10 days in an attempt to collect the renewal premium and that I am liable for the pro-rated charge during that period. However, there is no mention anywhere in the governing policy documents of such an extension or related charges, nor did I at any time or in any manner agree to an extension. This extension and the related charges are in conflict with the automatic termination language in the governing policy documents previously referenced. These documents were issued to me at the policy’s inception and are the only such documents I have been given to date or have agreed to. I would add to this dispute the complaint that when I asked how to formally dispute these erroneous charges I was told that no formal complaint process existed, that I could submit something in writing if I desired but that there would be no change to the response (indicating that there would be no consideration given to the merits of my complaint). In my dealings with Ameriprise I have found it to be a company with an unreasonably rigid adherence to internal processes and policies with respect to demands placed upon its customers and the limitations of their rights while at the same time comfortable in arbitrarily bending or breaking its contract with respect to its own responsibilities towards those same customers, as evidenced herein.

Desired Settlement: I am requesting that all related charges and attempts to collect this or related amounts be terminated effective immediately.

Business Response: Thank you for sending the complaint filed by Mr. ***** *********, which we received on December 27,
2012. We understand that he would like a detailed explanation regarding the outstanding balance on his
policy. We appreciate the opportunity to address his concerns.

On September 22, 2012, Mr. *********'s policy renewed. We attempted to charge the $401.50 premium to
his credit card that day. Unfortunately, it was returned to us as declined.

Because we were unable to withdraw his payment from his account, a notice of pending cancellation was
mailed to Mr. *********. TIns notice informed him that his policy was scheduled to expire at 12:01 a.l11.
on October 10, 2012.

We did not receive payment by October 10, 2012; therefore, the policy cancelled effective that same date
for non-payment of premium. We mailed notification to Mr. ********* informing him of the cancellation.
Additionally, we mailed a notice of the outstanding balance of$39.93 for the coverage we provided
through the October 10, 2012 cancel date. As a goodwill gesture, we will not attempt to collect the
outstanding balance from Mr. *********.

If you have any questions about this information, you may contact me at 1 ***** ********* **** ***.
Sincerely,

***** ********
Senior Team Leader of Quality Development Team and Client Service Complaint Coordinator

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that while I disagree with their explanation/characterization of the situation and some of the facts as presented, this resolution is satisfactory to me. 

Regards,

***** *********

 

1/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Three weeks ago I was involved in an automobile accident where the other party was at fault. I have been calling and leaving messages with the company for over a week and I still can't get anyone on the phone. My car was totaled and because Ameriprise gave me such a short period of time on the rental they provided (10 days) I was unable to find a suitable replacement and I am now without transportation. When I call the representative for my claim she never answers and when I try the general number to speak with a supervisor they are always busy or away.

Desired Settlement: I would like ****** at Ameriprise to answer the phone and be more prompt in returning my calls so we can resolve this settlement.

Business Response: Thank you for sending the complaint filed by Mr. **** *******, which we received on December, 12,
2012. We understand that hefecls there was a delay processing his claim. We appreciate the opportunity
to address his concerns.

On November 30,2012, we leamed that Mr. *******'s 1998 Audi A4 Quattro was a total loss. We called
him that same day to settle the claim. We reviewed the vehicle options with him in order to accurately
evaluate the value of his vehicle. We agreed to add a CD changer to our vehicle evaluation, provided he
sent a picture to verify his vehicle had one. We also advised him that we would provide a rental vehicle
through December 5, 2012, which was 14 days.

Mr. ******* provided the requested pictures of the CD changer on December 3,2012. We called him that
day to provide our fmal settlement figures. He said he did not feel the value we obtained was sufficient
and asked if he could do some research and contact us back. We agreed. He left a message for us on
December 5, 2012, which we responded to by leavillg a message for him. The representative handling his
claim followed up with him again on December 12,2012 by leaving a message asking Mr. ******* to
return her call to finalize his settlement.

We apologize that the service Mr. ******* received did not meet his expectations. We will continue to
work with him to settle his claim. In our latest conversation, we advised him of the methodology used to
evaluate his vehicle, and we provided him contact infonnation for one of our vendors that offers
assistance in finding replacement vchicles.

DOl File Number *******
If you have any questions about this information, you may contact me at * ***** ********* **** *****
Sincerely,
***** ******
Auto Physical Damage Manager
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. **** *******
***** **********

1/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 6/2012 we had a contractor to review our roof for repair since we had several fallen shingles from the spring stormy weather.The contractor advised us to contact our insurance company because there are several large areas of hail/wind damage on the roof.we had a 2nd evaluation from another contractor and was told there was a lot of hail damage.We filed a homeowners claim 6/2012 with Ameriprise,they sent out an adjuster who met with our contractor.The adjuster with ICA Inc.commented that that the roof should be replaced but that Ameriprise does have the final say but their recommendation would be to re-do the entire roof. A 2nd hail storm 6/29 happened and our roof sustained additional damage, the siding and facia. We received a payment to repair.We contacted Ameriprise regarding the additional damage and was told a 2nd claim had to be filed that no further payment would be issued on the 1st claim. We made several attempts to resolve our disagreement on the settlement with the Claims Rep **** ********. We informed him that adjuster and their supervisor with ICA informed us that their recommendation to re-do the roof was turned down and that Amerprise directed them to send in an estimate to repair. Mr ******** responded "that just because you have roof damage doesn't mean that the company should buy you a whole new house". He never denied the recommendation from ICA to re-do the roof or that someone had ICA to re-write the estimate for repair.The claim and adjusting process is "shady" there is no integrity in it. Amerprise have gone all out to not fairly pay this claim.Our issue is not with the adjuster but with Ameriprise and the claims representative.His handling of this claim appears to be unethical, and have not been about doing what is right for the customer.His telephone demeanor has been very short and he has made us feel like we have bothered him. He seems down right bias. To date the roof is not repaired and none of the repair payments have been cashed. We have appealed.

Desired Settlement: The Adjuster with ICA, Inc recommended that the roof be replaced. That there is too much damage to withstand further weather conditions. We request that they honor that recommendation. We are in the midst of a appeal process with Ameriprise whereby they will send another adjuster out to review the damage. We request that Amerprise not "taint" the adjusting processing by directing the adjuster to write estimates that are clearly favorable to its company. After all it is truly unethical.

Business Response: Thank you for sending the complaint filed by Mr. **** ******, which we received on November 16,
2012. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.

Mr. ****** initially reported a power outage and food spoilage when he reported the claim on June 30,
2012. No physical inspection was needed, as no physical damages were reported to the structure.

On August 2, 2012, Mr. ****** reported additional damages to the structure. The same day, we requested
an independent third party, Associated Adjusters Network, to perfonn an inspection of the property.
The inspection was set for August 7, 2012. On August 12, 2012, we received the report, photos and
estimate from the results of the inspection. In the paragraph below, please see the findings on the report:
"Inspection revealed minor wind damage to the roof. The roof is a composition 3-tab shingle system
approximately I3-years-old and in average condition. This roof exhibited both old and new wind damage.
Old wind damage is characterized by the white bleached-out underside of the folded shingles. This is
indicative of long-term damage and not related to the 06/29/2012 stonn. There was also minor damage to
the siding at the left elevation which can be repaired. There was damage to the fascia at the left elevation.
No other related damage was discovered or reported at the time of inspection."

The below paragraph is the Associated Adjuster's comment on the estimate regarding the damages.
"The roof is a composition 3-tab shingle system approximately 13-years-old and in average condition.
Wind damage is characterized by missing or folded shingles or sections of roofing and/or creased shingle
tabs. Loose, unsealed, curled, cupped, or flaking shingles are not considered to be functionally damaged by
wind. This roof exhibited both new and old wind damage. Old damage is characterized by white sunbleached
exposed underside of folded shingles. This represents damage associated with a non-recent event.
Therefore, this damage is excluded. Recent damage only is addressed in the estimate. The roof exhibited
good general flexibility and is repairable. Hail damage was found on the roof vents only. Blemishes were
found including granule loss, scuffing, mechanical marring, and blistering which are found on all slopes

and are attributed to nonnal wear and tear. Granule loss that is not accompanied by shingle mat fracture is
not considered to be functional damage and does not affect the life of the shingle. Test squares yielded no
visible evidence of functional damage caused by hail."

Based on the information provided by Associated Adjusters Network, we issued the settlement to Mr.
****** and Ms. ****** *****-******. However, since this time, they have evoked the appraisal process
clause portion of the policy. This process is in progress and both parties have chosen their appraisers.

Once we have the results of the appraisal process, we will advise Mr. ****** and Ms. *****-******.
If you have any questions about this information, you may contact me at * ***** ********* **** *****
Sincerely,
**** ******
Division Manage Homeowners Claims
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. **** ****** and Ms. ****** *****-******
***** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Shortly after this claim there was a storm 6/29/2012 where we were out of power for 5 days and there was additional damage to the roof, siding and fascia as well as food spoilage. We called Ameriprise and at the time there some back and forth with the intake claims person as to whether the additional damage would be considered under the outstanding claim or if a second one would have to be filed. **** ******, the assigned claims representative did call us back and he inquired if the roof was leaking and we informed him no. He stated that there was no living expense allowed for this incident but he could give us payment for the food spoilage without deductible. We accepted this decision and did received payment for full spoilage.

Meanwhile we are waiting for response from the unknown claims rep for the 6/26/2012 claim. Every time we called we were referred to representatives with ICA, Inc and they informed us that report was forwarded to Ameriprise and we should be hearing from them. By the 2nd week of July a female stating she was with Amerprise, left a message on our answering machine that our claim was settled and the payment was sent out. We did receive the payment within the next couple days and was surprise that it was a payment to repair. We contacted Ameriprise (client services) again to discuss the payment and that there was additional damage 6/29/2012 and we were informed that payment was issued and that a 2nd claim would have to be filed. We contacted ***** ****** the adjuster and she reiterated that she sent in a report to re-do the roof but Ameriprise rejected the recommendation and directed that there be  an estimate to repair. ***** did comment  that the Insurance company does have the final say that she only  recommend.

 Ameriprise used a different company (Associated Adjusters) on the 2nd claim who did come out while one of us  was at home, but our contractor was not present.   The estimator took pictures measurement and left. We received a 2nd payment for repair. Not certain whether he was assessing the 6/29/2012 damage only or the entire roof. We contacted Ameriprise several times regarding this settlement and we were routed to the outsource company that they used, who directed us back to Amerprise. .  After numerous calls we finally asked for a supervisor, A ******* ***** identified herself as a Team lead, we expressed our frustration with the handling of the claim. She did tell us that she will follow-up with ICA, Inc. She also informed us that **** ******** was the person who was handling the 2nd claim and that she would forward a message to him as well .

Meanwhile we got a call from a ******* *******, with ICA, Inc who directed us to have our contractor to prepare an estimate with pictures. The estimate was sent to him 9/21/2012. Within a week we got a call from ***** ****** with ICA, Inc stating she needs to come out and re-evaluate the roof damage. She coordinated time with our contractor, upon reviewing the roof she commented her initial recommendation and added that there is now additional damage. She wanted to see what Ameriprise sent to us we showed her the estimate report  and she commented that wasn’t all of her report, that everything wasn’t being disclosed. ***** also stated the other estimator who came to our home recommended a re-do. But she was guessing that they got the same direction to re-write the report for repair. We were baffled as to how she knew the other estimator with Associated Adjusters and it was then that she shared that they were all independent adjusters working for various adjusting companies.   ***** attempted to contact Amerprise during this visit and was routed like us to someone with ICA, Inc. , it seems like she spoke to two different folks trying to get direction on the inspection. She left, and contacted us back a few days later stating she needed permission to go on the roof again to take pictures. We never got any information back from her last report.  Ameriprise has withheld this report and recommendation which probably re-affirmed her initial report for claim filed 6/26/2012 . 

**** ***** is correct that we are appealing this claim with them . They have an appraisal process whereby  they will send out another adjuster of their choice to meet with ours and to hopefully come to some sort of agreement. Our last contact was  with a **** ******** and not *****.Mr ***** handled the food spoilage and authorized payment for that loss only. But based upon what has transpired with this claim it is evident  there is no integrity in how Ameriprise has decided to process and settle it. Afterall if the Claim Rep/Ameriprise doesn't want to authorized payment based upon recommendation of whom it employs , why bother with the process. Just have the adjuster to write the estimate they way you want and save the homeowner the insult

  Ameriprise is going all out to not pay this claim fairly. There is no reason for us not to believe that the adjuster they  send  this time have  been given specifics that will definitely be favorable to Ameriprise.  

Regards,

****** ************

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

Just recently on December 5,our contractor met with Amerprise's Adjuster at our home and they jointly reviewed our roof. But to date we have not received a decision from the claims representative. At this point our concern that has been previously discussed  is still outstanding.

Regards,

****** ************

 

 

Business Response: Thank you for sending the complaint filed by Ms. ***** *****-******, which we received on December
13, 2012. We understand that she would like an update on her claim. We appreciate the opportunity to
address her concerns.

On December 6, 2012, we had our adjuster from Associated Adjusters Network, Mr. ***** *****,
complete a re-inspection with our insured's contractor. After a thorough inspection with the insured's
contractor, we decided to replace the entire roof because of wind damage from the storm on June 29,
2012. The estimate that we created is for the replacement cost o f$10,611.14. We issued a check for
$9,299.26, which is the difference from our first payment on the claim, minus their S500 deductible.
If you have any questions about this information, you may contact me at * ***** ********* **** *****
Sincerely,

**** ******
Division Manager-Homeowners
IDS Property Casualty Insurance Company
Ameriprise Auto & I-lome Insurance
cc: Mr. **** ****** and Ms. ****** *****-******
***** *******

12/21/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have apartment insurance policy with ameriprise for about two years. i also have auto insurance policy with them for over 5 years. never late with my payments. On monday oct,29 th 2012 hurricane sandy hit the east coast. as a resident of n.j. i lost my electricity in my apartment complex. my electricity did not come back on until friday november 2. no electricity means no hot water, no heat,and my stove is electric. it does not help that i am totally disabled. On tuesday, october 30th 2012, i called Ameriprise to find out what my policy ( no. **********) and to see if there were any provision within the policy to cover staying at a hotel during the crisis. my first time calling to find out what was covered and what was not i had no idea. however the representative told me no the hotel was not covered. however the representative shared with me that i would be covered for any food spoilage up to five hundred dollars. Once that was explained to me i was told that they would have another rep reach out to me in order to place ( claim no. ***********. i was told that i would be contacted in two days. after 4 days and no one contacting me i called back and asked to speak to a supervisor. i spoke toa MR. ******, and told him that i needed to place a claim for 402.00 dollars. thats how much i spent on food.i also informed him that i had spoke to a rep. a few days earlier. once this was explained to MR. ******, HE SAID HE WOULD HAVE TO GET BACK TO ME. He called me back the very next day,he told me that i was not covered for the food spoilage. when i asked him how could i know the exact amount of food spoilage if this was not told to me. he hesitated to respond to me and had no answer. he said he spoke to the rep and this was never told to me. someone is not telling the truth. when he hesitated when i told him that how would i knew the exact amount for food spoilage, speaks for itself.

Desired Settlement: pay for the food or at least go half for the food.refund money

Business Response: Thank you for sending the complaint filed by Mr. ******* *******, which we received on November 20,
2012. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.

Mr. ******* reported a claim on October 31, 2012 and asked if his food spoilage would be covered due to
the power outage caused by Hurricane Sandy. We apologize that he was given incorrect inforn1ation
regarding his coverage during his first phone call with us. His Tenant Policy with IDS Property Casualty
Insurance Company does not cover any expenses associated with power failure if the failure occurs off
the residence premise.

We responded and communicated with him as soon as the file was assigned to a claim representative. We
followed up with a letter sent directly to Mr. ******* on November 7, 2012.
If you have any questions about this information, you may contact me at I ***** ********* **** ****.
Sincerely,

**** ** ******
Division Manager-Homeowners
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ******* *******
Village of

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******                     they said they asked there rep if i was told that amount for food would be covered. they said that the person never said that. my only contention is that how would i know trhat exact amount if i was not told that. they are not telling the truth. there is no way i can do anything else, because it is their word againt mine. it is just a shame that a company would lye like that. Corparations do this all the time. after dealing with hurricane sandy and now dealing with a lying company.  there is no justice. thank you

Business Response: Thank you for sending the follow-up complaint filed by Mr. ******* *******, which we received on
December 4,2012. We understand that he continues to disagree with our decision regarding his claim.

We appreciate the opportunity to address his concerns.
As we said in our initial response, we apologize that Mr. ******* was given incorrect information
conceming his policy when he originally called in the claim. As soon as the file was assigned to a Claims
representative, we explained to Mr. ******* that food spoilage due to a power failure that occurs off the
residence premise is not covered by his policy.

Unfortunately, our decision remains unchanged.
If you have any questions about this infomlation, you may contact me at 1 ***** ********* **** *****
Sincerely,
**** ** ******
Division Manager-Homeowners
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ******* *******
Village of

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My live in boyfriend, ****** ******* was added to my car insurance policy without my approval. A representative from Ameriprise by the name of **** ******* telephone number *************, left me a message stating, that they will not remove ****** ******* from my policy ,because we are married. I informed them that I am not married to him.Please help me get my live in boyfriend off of my insurance policy.

Desired Settlement: I want a letter from the insurance stating,that he has been remove from my policy.

Business Response: Thank you for sending the complaint filed by Ms. *** ***** ********, which we received on October 1,
20 12. We understand that she would like a more detai led explanation as to why Mr. ****** ******* is
listed as a driver on her policy. We appreciate the opportunity to address her concerns.
On September 12,2012, we received a call from Mr. ******, and he infonned us he was ***'s husband,
and he wanted a quote on automobile insurance. Ms. ******** then informed us she was not married to
Mr. ******, but that he did reside in her household and did not have his own vehicle or insurance. We
infonned Ms. ******** that because ******* has a valid driver's license, has access to the insured
vehicles, and he is not insured on another policy, we need to list him on her policy. Ms. ******** then
stated Mr. ****** is renting a room and does not reside with her. We infornled her that if they could
provide proof of residency or proof of insurance for Mr. ******, we would be able to remove him from
the policy as a driver.

On September 17, 20 12, Ms. ******** contacted us to say she was concerned that we had her listed as
married on her policy; we confirmed that she and Mr. ****** are not listed as married on the policy. She
asked us to provide email verification of this, which we did. Ms. ******** has now confirnled that she
does reside with Mr. ****** and accepts that he must be listed as a driver on the policy.
If you have any questions about this information, you may contact me at I ***** ********* **** ****.

10/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Insurance claim on an rv involving collision, subsequent water damages. Water damages noticed first, denied claim on basis of wear and tear. Found physical damage from a collision that cause the water issue. Asked for review claim with new information and photos sent. Numerous phone calls back and forth, appraiser came and documented the damages. At 3 week mark and no answer about coverage. Estimate of repairing facility submitted. Seem to be dragging feet. Mentioned multiple times thanks for your patience about time for claim. Yet still won't accept claim.

Desired Settlement: Accept the estimate and approve the repairs.

Business Response: Thank you for sending the complaint filed by Mr. ******** ******, which we received on September 20,
2012. We understand that he feels there was a delay processing the claim. We appreciate the opportunity
to address his concerns.

Mr. ****** filed a claim for water damages to his 2008 Tahoe Vortex recreational trailer. We dispatched
an appraiser on August 29, 2012 to confmn the damages. We received the appraisal report on September
11,2012. The appraiser said there was water damage, but it had occurred over a long period of time
causing ongoing interior water damage and mold. The appraiser could not confmn the specific area
where the water leak originated. On September 14, 2012, we asked the appraiser to re-inspect the trailer
to find the specific cause of the leaking water.

On September 20, 2012, we obtained additional photos of the damages, and we discussed them with the
appraiser. It appears as though there was some type of collision to the trailer, causing a leak quite some
time ago. Mr. ****** attempted to patch the damages with inadequate material, which was clearly a
temporary fix and not meant to be pennanent. However, the damages were never patched properly, thus
it caused continual interior leaking, which eventually led to the mold damage.

Currently, we are waiting for estimate for the impact damages to the trailer, as we agree we owe for
collision damages. We do not owe for the water and mold damages to the interior of the vehicle that
occurred over time, because they could have been avoided if Mr. ****** had taken measures to properly
mitigate his damages.
We understand that Mr. ****** is frustrated with the length of time it took to resolve this claim. It is
always our intention to resolve all claims as quickly as possible, but we need time to investigate the loss,
coordinate inspections, and to obtain and review reports. However, we genuinely regret that this claims
experience has not met his expectations. We understand that this is not the outcome that he would have
liked; but, our decision remains unchanged based on the facts of our investigation and the policy
exclusions.

If you have any questions about this infonnation, you may contact me at

10/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Premium is increased from $480 to $751 all of sudden which is about 70% rise. When called they just say a lot of factors (like my state and city) went into rise but declining to provide me clear data. They say it is state wide increase - but can it be raised by 70% in one shot? How any one can increase charges by such percent without sufficient details or prior notice to customers? Only thing they kept saying is "we apologize but can not disclose details".

Desired Settlement: Review my account again and adjust premium and make a policy to send notice to customers when there is increase in premium with proper details / disclosures.

Business Response: Thank you for sending the complaint filed by Mr. **** ********, which we received on September 7
20 12. We understand that he would like additional detai ls surrounding a change in premium. We
appreciate the opportunity to address his concems.

For the policy period effective October 13, 20 II to October 13, 20 12, Mr. ********'s policy premium
was $471.00. When his policy renewed forthe policy period October 13, 2012 through October 13, 2013,
the policy premium changed to S751.47 which represents a 59.5% increase.
The change to his premium was due to a recent rate revision that was fi led with the Virginia Department
of Insurance and became effective on June 2, 2012. Several changes were made with this recent revision,
including revising our entire rating methodology to better match the rates we charge to the unique risks
presented by each set of policy characterist ics. The real iglU11ent of our rates affects each policyholder
differently based on the individual characteri stics of their policy, and the result of this rate revision to Mr.
********'s policy was an overall increase.

We do notify policyholders about upcoming rate revisions through infonnation in their renewal packet;
however, specific details about rating factor changes are not provided to each and every policyholder as
each and every situation is unique. However, in general, some of the items that affected Mr. ******** 's
policy premiw11 were revisions to the territory definitions and territory relativities, construction factors,
insurance amount relativities, deductible factors and endorsement premiums.

Please note, this is the fi rst filed rate revision for our Virginia home product since May of 2006.
Mr. ********'s policy was rated correctly according to the filed rates, and he does receive discounts for
having: smoke alarms, deadbolts, and a Costco membership. In addition, he now qualifies for a discount
for eight years of tenure, which was a new discount added with the recent rate revision.

If you have any questions about this information, you may contact me at I ***** *********