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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 186 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

186 complaints closed with BBB in last 3 years | 85 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 46
Delivery Issues 7
Guarantee/Warranty Issues 6
Problems with Product/Service 119
Total Closed Complaints 186

Customer Reviews Summary Read customer reviews

66 Customer Reviews on Ameriprise Auto & Home Insurance
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 3
Negative Experience 58
Total Customer Reviews 66

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. Tom Ealy, President - Auto & Home Division Mr. James L. Hamalainen, Treasurer Mr. Thomas R. Moore, Corporate Secretary Ms. Angela M. Sylvester, Compliance Complaint Analyst Ms. Susan Vannieuwenhoven, Sr. Marketing Specialist Ms. Dianne L. Wilson, Senior Vice President
Contact Information
Principal: Mr. Tom Ealy, President - Auto & Home Division
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 (920) 330-5100 (888) 239-9953 (800) 535-2001 (800) 872-5246

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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)

7/22/2016 Problems with Product/Service
7/20/2016 Billing/Collection Issues
7/20/2016 Problems with Product/Service | Complaint Details Unavailable
7/19/2016 Billing/Collection Issues
7/18/2016 Delivery Issues
7/15/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
7/10/2016 Problems with Product/Service
7/5/2016 Problems with Product/Service
7/5/2016 Delivery Issues
6/30/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service
6/25/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/21/2016 Billing/Collection Issues
6/18/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
6/5/2016 Problems with Product/Service
5/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ameriprise worked a total loss claim for our vehicle. When our information was sent to the rental car agency, they initially sent over the incorrect daily amount. When we returned the vehicle, not only had they not sent over the correct amount, they failed to let the rental car agency know our rental was approved for an additional time, resulting in us having to pay for the incorrect daily amount as well as the extra days. I've brought this to their attention several times but our adjuster is not resolving the issue. The rental car company also billed us an incorrect daily amount but they will not make any adjustments on their end until the correct amount is sent from Ameriprise.

Desired Settlement: Ameriprise needs to reimburse us for the full amount were were overbilled, which turned out to be $334.38. This is the amount specifically due to their error in sending the incorrect insurance information over and with our portion excluded.

Business Response: Thank you for sending the complaint filed by Ms. ******* *******, which we received on May 5, 2016. We understand that she feels there was a delay processing the claim. We appreciate the opportunity to address her concerns.
We apologize to Ms. ******* for any delay she feels she experienced during the handling of this claim. We made numerous attempts to discuss the correction of this billing with Enterprise, but have been unsuccessful. The receipt we received for 10 days of rental totaled $509.99. Ms. ******* policy has a maximum daily amount of $30. Therefore, the maximum we can consider is $30 per day for 10 days or $300. We paid Enterprise $130.30 on May 9, 2016 which reflects the amount owed to them and we issued the remaining amount, $169.70 to Ms. ******* directly. We also sent her a letter on May 9, 2016 explaining the coverage and the payment amounts.
This payment we made to Enterprise will resolve the billing issue as they agreed to correct the daily rate for Ms. ******* once we paid the amount due from Ameriprise. Ms. ******* rented a vehicle at a rate higher than her coverage amount of $30 per day, therefore, there is a balance due amount that is her responsibility and she is aware of this.
We trust this resolution is to Ms. ******* satisfaction, but if any questions remain about this information, you may contact me at ###-###-####, Ext. 5996.
Sincerely,
**** *******

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do have a policy with Ameriprise (BX08352355) and I was just informed by them that I can no longer be on a monthly payment with them because I had a second payment denial from my Mastercard this year. Well, both, the first and the last one were due to fraud issues, which I cannot control. I asked to talk to a supervisor, and the staff number 2136524 told me that unfortunately their system did not allow them to change that situation. I explained to her that there was a data bridge on my paypal account on the evening of April 10th and that caused me to spend about two hours with their customer service on the phone. It was already 9PM whenever that happened and I was already very upset with the situation, so two hours later I had to contact the credit card company to request a new card, and also each credit bureau to put a fraud prevention alert since they had not only access to my card number, but my SSN, DOB, etc. It was close to midnight once I finished and after being gone for 10 days on a business trip that week, I need to get some rest. I didn't remembered that Ameriprise was going to process my payment on the following day! It is already impossible to remember it all, and it such a stress that is even harder. I have never missed a payment nor got into a collection situation. I have informed the agent that my credit score, actually, is above 760 and she said that there is no a way to change that. So I asked, am I only a number? Only a policy to you? She say, no... I do understand what you are going through but at this point we just need to adhere to the company policy -- which I was just informed at the time, by the way! I was never informed whenever I've contracted this service that I couldn't have miss payments, and quite frankly this is not the issue, cause any company that uses common sense would understand the fraud issues that we do go through at times. It is very unfortunate that it happened twice, with the same card! But I am just feeling discriminated by this policy that was not informed before!

Desired Settlement: I do request to be put into monthly payments, since insurance industry cannot make people who has their data stolen pay for modern issues such as that! If I had just forgotten or not paid it, but we give our card information so we don't run into situations of non-payment. Seriously, if I had maxed out my card I would completely understand. But this is a card that I actually pay the bill in full each month and I have at least 6,000 available spending on that month each month (total credit is above $10K).

Business Response: Thank you for sending the complaint filed by Mr. **** *****, which we received on April 29, 2016. We understand that he disagrees with our decision regarding his payment plan. We appreciate the opportunity to address his concerns.
After a reviewing Mr. ****’s policy, we found that he has had two payment reversals within the past four months. Because there has been more than one credit card decline within the past 12 months, we require the balance of $1,648.00 to be paid in full
We have a limit to the number of payment reversals that we allow a policy to have within a 12 month period. We do allow the option to go back to a monthly payment plan once the next renewal term is processed.
If you have any questions about this information, you may contact me at ###-###-####, Ext. 7350.
Sincerely,

5/10/2016 Problems with Product/Service | Complaint Details Unavailable
5/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This Insurance company added a visiting family member on to my policy as a rider and is charging me extra premium for someone who does not live in the same household as I do. Miscommunication lead to this company taking it upon them selves to add this person without them needing proof that this person even lived under the same roof as I do. They are now are refusing to remove this person from my car insurance until I show them proof that he does not live with me and or has other proof of car insurance. I can not control wether or not this person has car insurance. It is not my problem to care if this person has car insurance. This person will never drive my vehicle and I find it absolutely absurd that I have to keep on paying a higher premium for a family member who does not live with me. This all started when I called my ins company to see about a cheaper quote for this family member they asked me if they lived with me and I said yes they are staying with me visiting. Ameriprise decided to add them as a rider on my policy without any proof that the person lived under the same address as I do however now they want proof they don't.

Desired Settlement: Removal of the added rider on my policy

Business Response: Thank you for sending the complaint filed by Mr. ***** ****s, which we received on ***** 1, 2016. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.
On March 16, 2016, Mr. ****s requested the addition of ******* ****** and a 1994 Ford Ranger to his policy and also get a quote. We questioned if ******* resided in the household? Mr. ****s said, yes. We questioned who the 1994 Ford Ranger was titled to? Mr. **** said to *******’s mother. We questioned what the relationship was between him and *******? He said ******* was his step mother’s little brother. We again confirmed that ******* resided in the household and Mr. **** stated yes. We questioned if ******* had other insurance? Mr. **** said, no.
We informed Mr. **** we would not be able to add the vehicle due to the titling of the vehicle, but we would be able to add ******* to the policy. Mr. **** said, ok and wanted to know if this would provide ******* insurance? We informed him it would but there would be no coverage for the vehicle. He understood.
Once we informed Mr. **** of the premium with ******* added to the policy he stated he did not want to add ******* to the policy if his premium was going to increase. We informed Mr. **** that because ******* is a licensed driver in the household without other insurance he would need to be listed as a driver on the policy.
If Mr. **** can provide documentation that ******* permanently resides at a different residence and/or has other insurance with Bodily Injury limits equal to his, we remain willing to consider removing him from the policy.
For 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 and who doesn't own a car and whose spouse doesn't own a car."

If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.
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.]

Regards,

***** ****s 

Unfortunatley, the response from Ameriprise was Not Completley true. I stated that ******* lived with us because he was staying here for two weeks and not permanently. Because I am new to learning how car insurance works I was confused by the representative's questions. Once I actually understood that they were adding ******* on to my vehicle policy I refused the coverage. My intent was to help him get his own insurance for his OWN vehicle. Next thing I knew I was being told I had no choice but to add him on as a rider to my car. I will be sending Ameriprise paperwork for where ******* actually lives in hopes to resolve this matter. 

Business Response: Thank you for your ***** 19, 2016, follow-up to the complaint filed by Mr. ***** *****. We appreciate the opportunity to provide additional information.
We have reviewed our conversations with Mr. ***** and on March 16, 2016, Mr. ***** requested the addition of ******* ****** and a 1994 Ford Ranger to his policy. During this conversation there was no mention that ******* would be residing in the household for only two weeks. We asked Mr. ***** two times during our conversation if ******* resided in the household and both times Mr. ***** said, yes.
We informed Mr. ***** that because ******* is a licensed driver in the household without other insurance he would be afforded coverage under this policy therefore he would need to be listed as a driver on the policy.
On March 19, 2016, Ms. ***** *****, Mr. ***** step mother, called and requested the removal of ******* from Mr. ***** policy. Ms. ***** stated ******* is only visiting for a couple of weeks. We informed Ms. ***** due to the conflicting information we would need to receive documentation showing ******* permanently resides at a different residence and/or has other insurance. Ms. ***** informed us that ******* does not have other coverage or proof of other residency available. We informed Ms. ***** we would not be able to remove ******* from the policy without receiving the proof of residency and/or proof he has other insurance.
If Mr. ***** can provide documentation that ******* permanently resides at a different residence and/or has other insurance with Bodily Injury limits equal to his, we remain willing to consider removing him from the policy.
Again, for 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 and who doesn't own a car and whose spouse doesn't own a car."
If you have any questions about this information, you may contact me at ###-###-####, Ext. 5239.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My claim number is 1987632T202 On 5-22-2015 or 5-23-2015 Someone(s) got into my home while I was spending the night at my girlfriends home. Destroyed approx. $53,000 of my personal property. Approx $20,000 in real property (my Home). My whereabouts and my son's whereabouts are documented and proven even still they made inuwindos to my lawyer as there was no sign of forced entry. Outside of 15-20 min home alone after my son ok my son was planning to take his friend with him to my sisters lake house in Grove OK. Just before they left My son and **** went to my sons room to get some things. so **** can and will testify on the behalf of me, my son and the condition of our home. I did not do this to my home. As a local fuel hauler I make $80,000.00 All my bills are paid then and now. I am also had a 2nd income coming in as an Insurance agent for Live Ops. Only around $750.00 a month but I was paying off my bills etc with this money. Point is I don't have any reason to do something like this myself. As a single parent I protect my son and his well being!!!! Ameriprise denied the claim for so called "Insurance Fraud". There idea of Insurance fraud is me telling them I bought my property new, when I actually bought it at actions, yard sales and craigslist. At that time their claim form said "purchased or obtained from" my friend that was an agent for Home owners told me that If I had not bought my property new that they would not cover it. He was wrong. In Missouri a home that is covered to 80% it must be a replacement policy. A replacement of equal and like quality.Not an ACV (actual cash value) They also complained that I had filed bankruptcy and they were not liable for property that was included in the Bankruptcy due to ********. ******** is an insurance law that is to prevent a policy owner from claiming worthless property. Just because I claim it in my Bankruptcy does not make it worthless property. Also in the Insurance Contract it does not state this claim either. They also stated that I over estimated my property, I told the claims rep ****** ******* that I was not sure about some of the values she stated to me that it was ok they had people that double check things like that. I was very grateful for this. They complained about me changing purchase dates on a few items. See I had filled out 2 claim forms 1st one included all the destroyed property 2nd claim form I removed all my property prior to my bankruptcy. filling out the 2nd claim form I used a reference point I thought I had gotten my Insurance License on 6-9-2013 as I needed some suits when in fact I got my license on 7-13-2013 so I just corrected it. Thought I was doing the right thing. They also complained about no sign of forced entry, YOUTUBE has several videos that show a person how to pick a deadbolt door lock, also I may have left the back door unlocked as I live in a middle class neighborhood so we don't really worry about things like this. Also I defiantly left the upstairs balcony door unlocked as we didn't have a key for the doors so we just used the garage door to get in. I always left it unlocked just in case the electric was out. There were several other excuses I don't remember although I have all emails saved. Bottom line is I didn't do this to my home, not try to fraud intentionally. I can more then prove this in a court of law. Ameriprise denied my personal property claim, not saying anything about the damage to my home. Who or why someone did this to me I have no idea, that's the polices problem, not mine. My problem is Ameriprise accepted my policy, and funds to PROTECT me and my property!!!! They do seem to have a tremendous about of questions so If more documents etc are needed I will do my best to provide what I can. I am not a lawyer. Funny my sister and brother in law enjoy an annual income of over $350,000.00 a year so and I have spoken to a lawyer that said he would charge me $20,000.00 so my sister will cover this for me. he also specializes in Insurance cases and stated to me that we can also sue for "Punitive damanges". I am making this complaint now as I recently got my property & casualty License and wanted to concentrate on studding for the state exam. Not sure what else to say here, but I recon this will get the ball rolling LOL

Desired Settlement: I would be happy to settle for $40,000.00 as long as Amerprise will allow me to make the repairs to my home myself. Not sure if I can or not. Could I go to court and sue for much more? yea I could but that's just not me also I had a lot less invested in my property then the retail value is. Will I? if need be yes I will. Its not fair that an insurance company does this to its costumers.

Business Response: Thank you for sending the complaint filed by Mr. ***** ***** which we received on April 11, 2016. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.
We reviewed Mr. *****’s letter in detail and while he provides extensive information, there is no new information for us to consider regarding our claim decision. We are unable to pay his claim under his home policy. If Mr. ***** has new, additional information with documented support, we encourage him to share that with us and we will gladly review our claim decision.
If you 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.

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

Regards,

***** *****


This is the Insurance Company? Unreal how they treat their customers. This is fine, my attonery will take over from here. Thanks BBB for trying to keep it simple.

4/15/2016 Advertising/Sales Issues | Complaint Details Unavailable
4/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is regards abusive billing and collection issue we had with Ameriprise auto and home insurance. As a Costco exec member, I have purchased Ameriprise auto insurance for my vehicles from Aug,11 2013 through Aug,11 2015, two years in total. All payments made in full. As of August 2015, last year, we decided to try Liberty mutual insurance and purchased their insurance on our vehicles after the end of the policy period we had with Ameriprise, and so we did. However yesterday, I received a collection letter from a collection agency "Central Credit Services LLC" stating that I owe a $76.34 amount to Ameriprise. After doing some study on their website, I noticed that Ameriprise have automatically renewed our policy after the end of last policy which we purchased from Aug.11 2014 through Aug.11, 2015. A few things to note: 1. We have NEVER received any renewal invitation/notice/offer before or after August 11, 2015 from Ameriprise regards their insurance product. 2. There was no letters/emails/any form of notice from Ameriprise regards this renewal and the payments Ameriprise have charged on us. 3. After carefully reviewing their documents, there was no clause mentioned in their document regards "Automatic renewal or rollover, or what so ever", not even mentioning about sending a notice. With myself being a financial service professional, Ameriprise's practice is a very irresponsible, abusive, and unfair business practice from my perspective. If this is not going to resolve well, I will bring this case to Kentucky insurance commissioner's and district attorney's attention immediately.

Desired Settlement: Ameriprise need to drop the balance they have charged on my account, retract the debt assignment from collector immediately.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Mr. *** ****, which we received on March 3, 2016. We understand that he would like additional information about the cancellation and billing on his policy. We appreciate the opportunity to address his concerns and feel the following timeline will help provide clarity.
• On August 11, 2013, Mr. **** started his automobile insurance policy. He elected an automated billing method that would charge his full six-month premium upon his renewal dates. Each renewal, a billing notice was sent along with his paperwork confirming that this was his billing method and when the charge would occur.
• On May 29, 2015, we mailed Mr. **** his August 11, 2015 renewal paperwork. Included in his renewal paperwork was a credit charge card notice indicating that we would be charging $877.62 for his August 11, 2015 through February 11, 2016 term on August 11, 2015.
• On August 11, 2015, we charged $877.62 to Mr. ****’s credit card, but we received a decline for the payment.
• On August 12, 2015, we mailed Mr. **** a notice of pending cancellation indicating that his automobile policy was set to cancel as of 12:01a.m. on August 27, 2015 for non-payment of premium.
• On August 13, 2015, we placed an automated call to the phone number on file advising that there had been a payment reversal.
• On August 27, 2015, Mr. ****’s automobile policy cancelled for non-payment of premium.
• On September 2, 2015, we mailed a cancellation letter. The letter included a bill for the $76.34 outstanding balance for the coverage we provided from August 11, 2015 through August 27, 2015. On this notice, we indicated that if we did not receive payment, Mr. **** would be contacted by our collection agency.
• On October 2, 2015, we mailed Mr. **** another billing notice for $76.34.
• On October 27, 2015, we mailed Mr. **** a final reminder notice for $76.34.

• On March 1, 2016, Mr. **** contacted us to ask why his policy had not been cancelled as of August 11, 2015. We indicated that his policy had been set to automatically renew since its inception, and if we are not advised of the desire to cancel, we continue to renew it.
If Mr. **** would like us to backdate cancellation of his automobile policy, he simply needs to provide proof that he had other insurance on the dates in question. We will accept a declaration page from his current insurance company. He may send his information using one of the following options:
• Fax: ###-###-#### (Attn: Policy **********)
• Email: ***********************
• Mailing Address: Ameriprise Auto & Home Insurance P.O. Box 19054
Green Bay, WI 54307-9054
Once we receive that declaration page, we will review the dates and coverage to determine if a refund is warranted.
If you have any questions about this information, you may contact me at ###-###-####, Ext. 5994.
Sincerely,

IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance

4/9/2016 Problems with Product/Service | Complaint Details Unavailable
4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim No:. 2122282-BT805 Policyholder: ****** ******** & ******** ******** Policy No.: BH04010481 Date of Loss: February 14, 2016 We have a home insurance policy with Ameriprise and filed a claim for damages to our driveway (concrete washout in a small area) and fence (came loose in a small area) due to brutal winter weather conditions (rain with heavy wind). Our claim was denied due to dubious reasons by rep *** ****** assigned to us, stating that the damage occurred due to settlement and surface water, which were not covered under the policy. There is no water accumulation or settlement of our property or driveway. Weather-related damages should be covered under our policy.

Desired Settlement: We need Ameriprise to honor our claim and perform repairs as provided under the policy, or issue us a check for $750, so we can perform the repairs ourselves. Failing this, we would like an adjustment made to the premium paid on the policy for the same amount, as the policy was misrepresented to us and does not cover damages to our house sustained due to unfavorable weather conditions.

Business Response: Thank you for sending the complaint filed by Dr. ****** ********, which we received on March 11, 2016. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.
Dr. ******** submitted a claim to us for damage to his fence and concrete damage to his driveway, both of which he reported were caused by rain water. During our initial conversation, we explained that there is no coverage under his policy for surface water (rain water) damage.
Our appraiser inspected the premise and determined the fence damage was the result of rain water drainage and repeated accumulation of that water, which resulted in the ground shifting under the fence.
The damage to the concrete driveway occurred in increments over a long period of time from surface water and cold weather. It should be noted that the driveway shows signs of old crack filler in this area.
We sent a denial letter on March 9, 2016 explaining our decision and outlining the applicable policy language as follows:
Section I Property Protection
Exclusions
3. Water damage, meaning:
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, levee or dike or by a water or flood control device; caused by or resulting from human or animal forces or any act of nature.
Direct loss by fire, explosion or theft resulting from water damage is covered.
***** *** ****

We do not cover loss caused directly or indirectly by any of the following, whether or not any other cause or happening contributes concurrently or in any sequence to the loss:
Under Dwelling and Other Structures Coverages, we do not cover loss resulting directly or indirectly from:
3. Faulty, inadequate or defective:
a) construction, reconstruction, repair, remodeling or renovation;
b) materials used on construction, reconstruction, repair, remodeling or renovation;
c) design, workmanship, specifications;
d) siting, surveying, zoning, planning, development, grading or compaction; or
e) maintenance of a part or all of the residence premises or any other property;
4. Wear and tear; marring or scratching; deterioration; damage which occurs over a period of time, or from lack of normal maintenance; defective materials and workmanship; inherent vice; latent defect; mechanical breakdown; fungus; rust; mold; wet or dry rot; discharge, dispersal or release of pollutants or contaminants; smog; smoke from agricultural smudging or industrial operations; settling, cracking, shrinkage, bulging or expansion of pavement, patios, foundations, walls, floors, roofs or ceilings; birds, vermin, rodents, insects or domestic animals.
If any of these cause water damage not otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the water including the cost of tearing out and replacing any part of a building necessary to repair the system or appliance. We do not cover loss to the system or appliance from which this water escaped.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have the Trip Delay Protection service for my ******** credit cards. On December 14, 2015 I went from Miami to Caracas making a stopover in Aruba by the airline ***** ***. the plane was delayed in Miami and all passengers lost the connection. ***** *** LINE, gave us hotel and dinner, but I had other other expenses such as food and breakfast. I made the claim for the amount of $ 55, but they have denied me coverage until I give them a certified letter from the airline saying the reason for the delay.expenses. I have opened several cases by email and costumer services with the airline, I have called, even I opened a case with the BBB, and they ignore all my requests, even they are violating federal aviation laws of USA that require them to respond in 30 days. I made all reasonable efforts to get the letter, but I could not. The insurance company can not refuse to pay me the coverage for the neglect of a third party to the contract. ******* ***** is not part of the contract, I can not force them to give me that information and the insurance company can not refuse a valid claim for breach of a third party to the contract. The insurance company as a part of the claim process imposed the requirement to give them a power of attorney for them are able to investigate everything, if they have this power they can make and effort to find this letter too. if not why they required this power of attorney? I can even offer to the insurance company a sworn a sworn statement or affidavit telling that everything in my claim is true under penalty of perjury, I can even do that for them. Here is the list of all the open cases with ***** ***LINE requesting the letter: Case # ******** Case # ******** BBB Complaint Case# ******** plus other 20 calls and emails and face book messages when they even refused to give me a case number. My Claim Number is: *********

Desired Settlement: I want the process of the claim, I want my 55$. thank you.

Business Response: Attached is the final response for review.

Business Response: **SEE ATTACHED DOCUMENT**

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,


3/26/2016 Problems with Product/Service | Complaint Details Unavailable
3/23/2016 Guarantee/Warranty Issues
3/11/2016 Billing/Collection Issues
2/24/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/16/2016 Billing/Collection Issues
2/16/2016 Billing/Collection Issues
2/16/2016 Problems with Product/Service
2/13/2016 Billing/Collection Issues
2/10/2016 Problems with Product/Service
1/30/2016 Billing/Collection Issues
1/27/2016 Problems with Product/Service
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1/16/2016 Billing/Collection Issues
1/15/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service
12/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have insurance on two cars and one house through Ameriprise Auto and Home Insurance. Two weeks ago my city had a heavy rain storm. The rain was so much that water filled up underneath the back part of my car where the battery and all electronic component control modules are located. The water fried all of these components and my car could not be driven. I had purchased full coverage insurance on my car when I bought it back in June of this year. None of the employees made me aware that there were loopholes in the coverage. I took my car to my local BMW dealer for inspection. Upon finding the problem I knew it was going to be expensive so I filed a claim with Ameriprise. After the damage was inspected Ameriprise denied my claim because they came to the conclusion that the problem happened over time and was a maintenance issue. The problem did NOT happen over time because all the parts were ruined in a matter of seconds after they were submerged in water. Nobody ever told me that so called "wear and tear" issues were not covered. This was not a wear and tear issue. It had rained several times before and the car drained water just fine. The rain that caused the problem was an extreme amount of water all at once that caused the problem right away. I tried asking for them to work with me so that they can keep my business. I talked to two different individuals and the both stood their ground and said there is nothing or no exceptions they could do for me. In my opinion this is a grey area where exceptions could be made to take care of a customer. It is bad business to sell someone insurance that is called "full coverage" when in reality its not even close. I am a loyal customer with only one small claim filed that happened 4 years ago. I have spent thousands more than the small amount I am asking for. The loopholes in the policy should have been explained to me when I decided to fully insure my car through Ameriprise. Thank you for your time and consideration of taking care of my issue.

Desired Settlement: I would like Ameriprise to cover my claim of $3829.09. I will gladly pay my $250 deductible.

Business Response: Thank you for sending the complaint filed by Mr.***** ********, which we received on November 23, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.
We would like to assure Mr. ******** that he has coverage on his auto policy for comprehensive losses which include water damage. However, the auto insurance policy does not cover losses that occur over a period of time.
Our appraiser inspected Mr. ********’s 2008 BMW with the shop’s service technician present and the technician pointed out the cause of the problem, which is a plugged drain. With each water event, the drain retains water as it is partially plugged. The overflow water runs into the container housing the electrical modules. The technician reported that when he opened this container, the modules were completely submerged. Our appraiser inspected them individually, and identified corrosion within the electrical connection of the modules. The presence of corrosion identifies this as a problem occurring over a period of time as a result of wear on the modules from exposure to the water.
We understand Mr. ********’s frustration with the situation, however, we must respectfully maintain our denial of Mr. ********’s 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.

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


The response was the same as the first one.  The problem I have with the business is that I was told my insurance was full coverage.  That is what I wanted when I purchased the plan.  I was never told there were any reasons my car wouldn't be covered fully.  It doesn't matter if it's wear and tear or corrosion present.  That is not the problem.  The problem is the policy was not explained to me that it is not full coverage and that in some cases, damage to the car would not be covered.  I only submitted this complaint because of the falsified product that was sold to me.  If Ameriprise wants continued business from me they should consider taking care of me with this situation.

Regards,

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

Business Response:

Thank you for sending the additional follow-up complaint filed by Mr. ***** ********, which we received on December 15, 2015.
We responded to Mr. ********’s inquiries to your office on two prior occasions, explaining the damage to his vehicle was not sudden and accidental, but rather occurred over a period of time, and that the policy does not cover such losses. Full coverage does not mean that absolutely anything is covered; all auto policies include common exceptions – such as losses related to a lack of general maintenance and long-term wear-and-tear. We maintain the position we previously outlined.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

12/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My home was involved in a total loss fire on 8-9-15. The insurance was not very informative. I emailed time after time, asking where we were with the inurance claim only to recieve a bland reply that he would email the investigators. This went on for weeks with no immediate answers or information about claim. I hired a lawyer to call in and speak with them so I could get more answers that I did not recieve from the company. I have complied with all the policy obligations and then some. I feel this company is acting in bad faith not processing my claim in a timely manner. After 4months, the investigations is not complete nor is the claim processed while everyone who works for the insurance company goes home at night to their home. Meanwhile Im still in tempory housing with no answers and a paid insurance policy who is giving no definate information about processing my claim.

Desired Settlement: Would like claim processed immediately.

Business Response:

Thank you for sending the complaint filed by Ms.******* ******, which we received on December 10, 2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunity to address her concerns.
We understand that the process of resolving the claim surrounding the fire at Ms. ******’s home seems to be lengthy. However, our investigation into the loss revealed information that requires additional, extensive research. We have recently conducted examinations under oath of Ms. ****** and her brother, Justin ******, who is a resident of her home. We are also waiting to receive the reports of the investigations conducted by the local fire marshal and law enforcement agencies.
We have kept Ms. ****** and/or her attorney regularly apprised of all developments. In the interim, we have paid Ms. ****** for damaged personal possessions as well as additional living expenses.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the past 3 months I have had numerous problems/issues regarding my auto policy.. In October when I went to pay my bill before our family vacation I noticed that I had not received a bill yet, so I had contacted Ameriprise to find out why I had not received my paper bill (which I requested to be billed every month) I spoke to ******* and she informed my that my insurance had been cancelled as of October 1st. I had paid my bills on time every month and know that I didn't forget to pay, ******* told me it was their error and it would be fixed immediately. It was, but was still upsetting. In November I had another issue with my bill being sent so I had to call them again and request it, Travis told me it was noted in my account to be paper billed and he was confused on why it had not been mailed to me. I paid my bill over the phone just so I was not late, but I don't like doing that because I don't like my credit card numbers on file, he swore he took out the number as soon as my payment went through....it wasn't, I called a few weeks later to confirm that and it was still in the system marked for automatic withdrawal, I was furious, again just another mistake. I had requested my bill yet again for the month of December while I was on the phone just to make sure I would get it....and I sure did get my bill, I got my bill today plus another customers policy information, 4 pages of it...our names didn't even get close. Its pretty scary to think that Ameriprise is making mistakes like this. My information could end up in the hands of someone who is doing Identity theft or just the thought of some random person having my address or vin # or even social security numbers.. I am appalled with this company and would never recommend anyone.

Desired Settlement: I would like to speak to someone higher up then the supervisors at the call center....I feel that for 3 months I have had nothing but problems and stress, I feel that I am doing their job and would like to hear more concern for us as a customer, maybe even a billing adjustment for 1 month for all the stress and issues..an apology even would help

Business Response: Thank you for sending the complaint filed by Ms. ******* *********, which we received on December 7, 2015. We understand that she would like an explanation for the continued billing errors. We appreciate the opportunity to address her concerns.
Ms. ********* indicated that she would like a supervisor from our company to contact her. I called to discuss this matter with her, but she was unavailable. I left a voicemail on her answering machine asking for a return call so we can talk and I can offer my apologies directly to her.
We regret the frustration Ms. ********* experienced during her recent interactions with our company. It is always our intention to provide quality customer service and treat our valued clients with respect, compassion and professionalism. I regret that we failed to meet Ms. *********’s expectations.
If you have any questions about this information, you may contact me at ###-###-####, Ext.****.

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: false and misleading advertising, fraud. Been a corporate member of ******/amerprise for many years. Discovered this past year they overcharged me by not allowing my credit for being a corporate member of ******. The company also never credited my account from previous years. Now I receive a new bill for both my auto and my home insurance at an even higher price. Again without the credit because I'm a corporate member of ******. In addition in the credit notice it clearly states that ameriprise can reduce or increase costs regarding credit scores. My credit score has and is impeccable. Amerprise is taking advantage of uninformed customers and I'm certainly not one of them. My previous account numbers are HI01365181 and AI01788013 and are the same for the bill I have been sent due on 12/23/15. I have received no credit for my corporate membership AND within the billing there are unusually high(double in some cases) that are excessive.

Desired Settlement: I want a proper credit given as was the case the last billing along with a correction of what charges are in error.

Business Response:

Thank you for sending the complaint filed by Mr. **** *******, which we received on October 29, 2015. We understand that he would like additional details regarding the application of his ****** discount. We appreciate the opportunity to address his concerns and feel that the following timeline will help provide clarification.
On December 23, 2011, Mr. ******* initiated automobile and renter insurance policies with us. At that time, we verified that his ****** membership was active, which allowed us to provide a discount.
On April 30, 2013, we attempted to verify Mr. *******'s ****** membership; however, we found the membership had expired. We provided a grace period during which Mr. ******* could renew the membership before we removed the discount.
On May 10, 2013, we sent a letter to Mr. ******* explaining that his discount would be removed if his ****** membership was not renewed.
On October 30, 2013, we confirmed that Mr. ******* had not renewed his membership; therefore, we removed the auto policy discount effective December 23, 2013.
On November 8, 2013, we sent a letter to Mr. ******* regarding the potential removal of the ****** membership discount from his renters policy.
On October 30, 2014, we confirmed that Mr. ******* had not renewed his membership; therefore, we removed the renters policy discount effective December 23, 2014.
On September ] 4, 2015, Mr. ******* contacted us and requested duplicate copies of his insurance identification cards. At that time, we reminded Mr. ******* that he no longer qualified for the
****** discount. Mr. ******* said he had renewed the membership but did not know the exact date.
We agreed to temporarily backdate the ****** discount to the beginning of Mr. *******'s June 23, 2015 to December 23, 2015 automobile policy term, and to his renter's policy effective September 14, 2015.

On November 3, 2015, ****** confirmed that Mr. *******'s membership had expired in December of 2011, and it was not renewed until May 9, 2015. Therefore, we adjusted the backdating on both policies to May 9, 2015, which generated refunds of $1.30 on his renters policy and $13.56 on his automobile policy. These credits were applied to Mr. *******'s credit card on record.
Mr. ******* also expressed his concern that his premium increases were related to his credit score. They were not. The notice Mr. ******* received regarding insurance credit scores was only meant to provide a general overview of our process — not to imply it was the cause of his increase. Mr. ******* has received an identical notice with every renewal since his policies began.
Mr. *******'s premium increases were actually the result of rate revisions we implemented in ********. A home rate revision became effective for policy terms beginning on or after August 8, 2015. The auto rate revision became effective for policy terms beginning on or after December 8, 2015. We understand 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.
If you have any questions about this information, you may contact Ine at I ###-###-####, 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.  For your reference, details of the offer I reviewed appear below.

Again a non specific disclosure. I was given a 54.00 credit due to being a corporate ****** member for the previous 6 month premium and only 14.00 for the next premium due this month.  All I've asked is why? Is that that hard? 

Regards,

**** *******

Business Response: Thank you for sending the follow up response to Mr. **** *******’s complaint which we received on December 3, 2015.

We believe our four previous responses have addressed Mr. *******’s concerns, and we have nothing further to add.

12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an accident on the 5th of October 2015 and my Automobile was totaled.Ameriprise Insurance, paid my Volvo off. So after they took care of the Car Payments. I am old $240.00 for Towing, $800.00 for the Balance of the car, and $87.00 for the Balance for cancelation of my insurance Policy. They lied and said that they credited my Credit Card the $87.00 on my Visa Card but never did. They are also dragging their feet on giving me the $800.00 $240.00 for the towing of my volvo.

Desired Settlement: I just want them to do what's promise me and pay me.

Business Response: Thank you for sending the complaint filed by Mr. **** ********, which we received on November 24, 2015. We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to address his concerns.
We made a $4,477.60 settlement offer to Mr. ******** for the total loss damages to his 2002 Volvo on November 5, 2015; that same day we sent payment of $3,809.48 to his lienholder, ******* **** ******. The remaining $668.12 was withheld until we received some completed paperwork from Mr. ********. We sent those documents on November 12, 2015, via overnight mail.
We did not receive the completed paperwork, so we called Mr. ******** on November 20, 2015. He explained he has issues receiving his mail due to his location. During this conversation, he did not mention any other unpaid amounts.
On December 1, 2015, the paperwork we had sent was returned marked undeliverable. The next day, we sent it to a post office box number that Mr. ******** had provided. We are still awaiting the signed documents.
We are willing to discuss the $250 towing charge and $800 vehicle balance that Mr. ******** describes in his complaint. However, it is possible that Mr. ******** simply stated the incorrect amount regarding the vehicle balance, and the $800 to which he refers is actually the $668.12 payment. If so, as we previously explained, we will pay this amount once we receive the signed documents. Regardless, we will contact Mr. ******** to discuss both issues – but, in the meantime, Mr. ******** should send us receipts or documents to verify any additional charges.
Regarding Mr. ********’ refund, Mr. ******** requested the cancellation of his automobile policy on November 19, 2015, and the next day we issued a credit for $87.24 to his Visa card ending in 6096. We have documentation, including a transaction number, that this credit was applied to his card.
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.  This company is starting to get it done, however I will check the mail for the refund check.

**** ******** 

Regards,

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

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an accident and once the car was resolved, I did not hear back from the claims representative with the outcome. I sent the police report specifying their findings and did not hear back until they sent a renewal letter stating they were doubling my premium. I called and all I was told was that I was at fault for an accident and I need to speak to the claims rep about it. I called the representative left messages and did not receive a call back. I called several days and got no answer but transfers. When I finally got a hold of the claims rep they yelled at me would not let me speak and only said the accident was my fault and the police report did not matter and that I should have a gotten a letter with the outcome. They kept giving me the runaround about the pricing and said they also knew nothing about the premium and there was nothing I could do. I received very unacceptable service I don't feel satisfied in anyway with the lack of professionalism or communication/education on what is going on with my insurance. They are definitely not on my side.

Desired Settlement: I would like them to further look into the police report, I would like to dispute the at fault status for an accident and look at the premium price and adjust it to something reasonable not just double pricing and not communicate on the outcome of an accident.

Business Response: Dear Mr. **********:
Thank you for sending the complaint filed by Ms. ***** ******, which we received on November 25, 2015. We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to address her concerns.
Our goal is to handle all customers with care. To meet that goal for Ms. ******, we asked a supervisor to review the file. She carefully analyzed the information provided by the police officer, and we agree there may be more than one reasonable outcome; therefore, we have changed the coding from an at-fault accident to a not at-fault accident. We apologize for any frustration this may have caused Ms. ******.
We have notified our Underwriting department about this change so they can rectify the premium issues. Ms. ****** will receive notification of any changes made. If she has questions in the meantime, she can contact our Client Service department at ###-###-####, Ext. ****.
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.  I would like to sincerely thank Ameriprise for taking the time to look into the matter and responding so promptly. 

Regards,

***** ******

12/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in a collision on 09/17/15. The vehicle was taken to ******* ********* in ***** ****** to fix the car since this center is the preferred repair shop for Ameriprise. We dropped the car on 09/18/15 for repairs. It took ******* 4 business days to give a preliminary estimate, and an additional 3 days to provide a complete estimate of any and all mechanical work that needed to be done. On top of this waiting period Ameriprise took an extra 4 business days to approve the repairs for the vehicle before repairs were authorized. All in all, it took exactly 30 days to fix going back and forth with the insurance and collision center. Delay time in approving the claim by Ameriprise and by the collision center was not at all acceptable. I was pressured to call several times to Ameriprise and the collision center to find out the status of my claim. Throughout the claim Ameriprise was untimely and ambiguous when addressing my vehicle. Upon picking up my vehicle I noticed numerous inconsistencies and repairs still needed to be done. Furthermore, during the period of my claim I inquired on my vehicle value since these cases sometimes are deemed a “total loss”. I was told by my Ameriprise representative when the damages exceed 60-70% of the vehicle value it is deemed a total loss. After 5 weeks from my inquiry Ameriprise stated my 2009 Toyota Corolla LE of 130,000 miles is worth $11,132.00; this is a deceitful and fraudulent value. In doing some due diligence it is easy to find the average vehicle value of my car on reputable sites (***** **** ***** ******** ********* ****) is an average of $7,000. By Ameriprise’s definition my vehicle’s damages exceeded 70% of this average vehicle value and should have been a total loss. A few, but not all of the repairs include: 1 Passenger side Fender cover is missing 2 Horn is not working properly 3 There is still a dent on the driver’s side door 4 Clips missing and loose on the fender on driver’s side 5 Battery pack was not placed correctly inside the holder 6 Headlights are unproportioned Ameriprise only approved to replace the fender on the passenger side. The rest were not approved.

Desired Settlement: I would like the insurance company fix all the above mention damages and also provide me with rental car during the fixing period. I do have rental on my insurance but since it took so long to fix my car without my fault I would like the insurance company to pick up that cost. Also, I would like a further investigation and compensation of my vehicle value for the fraudulent vehicle value claim.

Business Response: Thank you for sending the complaint filed by Mr. ****** *******, which we received on November 10, 2015. We understand that he feels there was a delay processing the claim. We appreciate the opportunity to address his concerns.

In an effort to resolve Mr. *******’s concerns we spoke with his representative, his son *****, on November 11, 2015. We explained our estimation process, including how we determine when a vehicle is repairable and how we establish the value of a vehicle. We also addressed Mr. *******’s concern about structural damage, including an explanation of aftermarket parts and original equipment of the manufacturer (OEM).  We assured him that the bumper replacement was performed with an OEM part.

If Mr. ******* brings the vehicle to the shop for inspection, we agreed to pay for a rental vehicle while any necessary, related repairs are performed. We contacted the repair facility and alerted them to Mr. *******’s concerns regarding some of the repaired areas. They will inspect these areas when the vehicle returns to their shop.                  

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

Consumer Response: The issues regarding the damage to the vehicle is in process of being resolved. Ameriprise has agreed to take care of one day's rental in order to fix the remaining damages to the vehicle; however, the damage to the door was negligible to the accident per Amerirprise's investigation. ******* has asked me to return next week to drop off the vehicle and **** from ******* said he will follow up with me once the parts arrive at the shop. When Ameriprise contacted me regarding the BBB claim I was told *** (my claim representative) would follow up with me in 2-3 business days; I have yet to receive the call. The issue regarding the vehicle value is still pending. Kind Regards

Business Response: Thank you for sending the follow-up complaint filed by Mr. ****** *******, which we received on November 17, 2015.
We told Mr. Khamani his claim representative would contact him within two to three business days after we receive any supplemental damages related to the accident from *******, which, to date, we have not received.
Per Mr. *******’s request, we sent the vehicle evaluation information to him today.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been a customer of Ameriprise since 2002. In June of 2015 our checking account was debited by Ameriprise for $207.37 and $211.32. Typically, we receive a letter explaining upcoming deductions, but we were not notified of the second charge. When I called to inquire I was told it was required billing for Texas, so I did not pursue the issue. In September (2015) we moved to Arizona and made changes to our policy. On 9/16 $433.50 and $207.32 were debited from our checking acct. Again, this was not explained on the phone nor we were notified that the second amount was being deducted. This caused us to have overdraft charges. On 9/17 $408.20 was credited back to the checking account, again without explanation. We received a cancellation notice in the mail set for November 4th. On Oct 30th I phoned Ameriprise to confirm that our application would be received before the cancellation date. The customer service person told me to email it in, which I did immediately and then mailed the hard copies. We received email confirmation that the application was received on Oct 31st. On Nov 9th we received a letter that stated our insurance had been cancelled. I called Ameriprise, they said it was a mistake and activated the policy again. I commented on the number of times I've had to contact them since June '15 and mentioned the credit. The representative calculated that the credit would need to be repaid which would add an additional $100+ to my premium.

Desired Settlement: We do not want to be required to repay any monies to Ameriprise, but to be refunded anything that would be due based on our regular payments and our cancellation of the policy as of tomorrow, 10/12/15. Thank you

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

Thank you for sending the complaint filed by Ms. *** ******, which we received on November 12, 2015. We understand that she would like additional details surrounding a change in premium. We appreciate the opportunity to address her concerns and believe the following timeline will help provide clarification.

On June 26, 2015, we mailed Ms. ****** a Preauthorized Withdrawal Notice informing her that starting on July 15, 2015, we would be withdrawing $207.32 monthly from her checking account, regarding her Texas auto policy AI02605087.

On September 12, 2015, Ms. ****** called to notify us that she moved to Arizona. Per Ms. ******’s request, we cancelled her Texas auto policy and started her Arizona auto policy effective September 15, 2015.

That same day, we mailed Ms. ****** a Preauthorized Withdrawal Notice informing her that we would be withdrawing $433.50 monthly from her checking account starting on September 15, 2015, for her first installment for her Arizona auto policy.

On September 15, 2015, Ms. ****** was charged $207.32 for her September 15, 2015 monthly installment on her Texas auto policy.  After the installment was charged, we then cancelled the Texas auto policy and credited her account $408.20, which was the prorated amount due.

On November 4, 2015, Ms. ******’s Arizona auto policy was cancelled in error, and she was credited $270.89. 

On November 10, 2015, Ms. ****** called and requested to have her policy reinstated.  The policy was reinstated effective November 4, 2015.  We explained that the $270.89 would have to be billed along with the normal monthly payment of $433.50. 

On November 11, 2015, Ms. ****** called and requested the $270.89 be waived.  We said we would be willing to make payment arrangements to help pay off the balance due in installments, but we were not able to waive it.

Ms. ****** called a second time that day to request the policy be cancelled, which resulted in a total amount due of $95.05.

We regret that Ms. ******’s policy was canceled in error, and that the charges and refunds were not explained to her satisfaction.

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:

Thank you. 
The website will not complete my entry, but I accept the response.
I appreciate your help!
*** ******

11/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Could also file under customer service, after I filed a claim in late 2013 and Ameriprise assigned someone to my claim named "Price Colvin" and used an adjusting service called Eagle Adjusting Services - both of which never answered their phone, and required me harrassing them and calling up to 5 times a day to get a response. That said, the issue here is Ameriprise increasing my rate by over 100%. Charging me $1,620.91, and that is with a $2500 deductible. According to the data (Readily available online), average home owners insurance in 2015 is $663, and that is a 34% DECREASE from previous year. And that is the average, my house is also average - built in 1996, 2600 sq. ft. nothing special. The only reason they raised my rate (and they of course, did not give a reason) is because I filed a claim. Well I am sorry a water line leaked, but that is what insurance is for. I will have to find new insurance, and ditch this terrible, rip off company. Cannot have much faith in BBB if they rate a company like this as "A+" - I looked through the resolutions, not so good. Too bad you do not take into account the actual reviews.

Desired Settlement: When I switch, I will want every cent of the $1,620.91 returned to my escrow account. No "ifs" "ands" or "buts". What a ripoff.

Business Response: Thank you for sending the complaint filed by Mr. ***** ******, which we received on November 17, 2015. We understand that he would like additional details surrounding a change in premium. We appreciate the opportunity to address his concerns.

The changes to Mr. ******’s premium are due to a rate revision that was filed with the Ohio Department of Insurance and became effective for policy terms beginning on or after March 10, 2015. The overall change for our homeowners program was 4.7 %; however, the realignment of our rates affects each policyholder differently based on the individual characteristics of their policy.

Statistical data is collected and analyzed periodically to determine if the rates being charged are adequate to cover future losses and operating expenses. Our recent analysis showed that a rate increase was necessary to support our projected claims and operating expenses in Ohio. Our analysis involved an evaluation of many important insurance risk factors, such as: the exposure to all of the various perils covered by the homeowner’s policy, the geographic location of each risk, and the specific characteristics of the insured dwelling and homeowner. The rate increase was necessary for us to continue to provide the same high-quality, comprehensive coverage on which our clients have come to rely. 

Mr. ****** expressed concern about his premium increasing because he filed a claim.  While his individual premium was not increased because of the claim, loss information is one category of statistics used when analyzing and setting our overall rates. 

We regret that Mr. ****** was dissatisfied with the adjusting service we engaged on his claim.  We will review the service records and provide any necessary feedback to improve future interactions. 

If you have any questions about this information, you may contact our Client Service department at
###-###-####.

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased a home owner's insurance policy from ameriprise in october 2014. i have paid my policy on time, each month. one of the requirements of the policy was to have a home inspection, which i had no problem with. i was told that an inspector would be calling to set up an appointment. i did not receive a call or voice message, and as time went by, i forgot about it. in august of 2015, i received a notice of cancellation (effective oct 28, 2015) because i did not schedule a home inspection. i contacted the company and told them that i was never contacted. they told me that there were several attempts made to contact me..again, i told them that i did not receive one call or message.. the company verified my phone number and said that he would pass the info to an inspector to contact me.. again, i did not receive a call. after several weeks, i called again and was told to give it time, and my policy would not be cancelled because i did contact ameriprise to make an attempt to fix the problem.. a week or two after, a man showed up in my yard from ameriprise and said he needed to take pictures, i asked him if he needed to come into the house, and he told me that this was all he needed.. when my monthly payment did not get deducted from my bank account, i callled ameriprise to find out why. they told me that the policty had been cancelled because i did not have an inside home inspection. i tried to tell the woman that i was not contacted, and she, in a round about way, accused me of lying... she said that her inspectors would not lie, because they do not get paid if they do complete an inspection. well i do not lie, and i have a lot more to lose than one paycheck for an inspection job. i just recently put $25,000 worth of windows and siding on my house, not to mention 15yrs of time and money that went into my house... she told me that she had no choice, but to cancel the policy because i did not do what was required. i even asked for and inspectors phone number so i could set up an appointment, she refused

Desired Settlement: re-instatement of policy, with out change in policy coverage or price

Business Response: Thank you for sending the complaint filed by Ms. *** ***** ******, which we received on November 4,
2015. We understand that she would like a more detailed explanation of why the policy was not renewed .
We appreciate the opportunity to address her concerns.
Ms. ******'s policy was not renewed on October 28,2015, due to a material increase in liability risk as
we were unable to complete the interior electrical, heating and plumbing inspection of the home. This
inspection was ordered to confirm that all major systems in the home were free of defects and in safe
operating condition since the home is 95 years old.
Over the course of a year, a total of three different inspections were ordered. Each inspector made three
attempts to make an appointment with Ms. ******. All nine of the attempts to reach her to schedule the
inspection were unsuccessful.
In compliance with the non-renewal notification timeframe, notice of the policy's non-renewal was
mailed to Ms. ****** on August 25, 2015 . This notice advised we would continue the policy if the
interior inspection of the home was completed prior to the policy expiration date.
In effort to try and resolve the complaint directly with Ms. ******, we placed two additional calls. We
have exchanged messages and are working with her to confirm ifthere have been any updates to the
interior electrical, heating or plumbing systems, and the year those updates were completed. Provided
that these systems meet our guidelines and there have been no losses, Ms. ******'s policy will be
reinstated without a lapse in coverage.
If you have any questions about this information, you may contact me at I ###-###-#### , Ext. ****.

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had an autopay account with Ameriprise. **** ** ******* decided to issue a new card and did not allow ameriprise to take the payment. Ameriprise dropped our insurance. We offered to pay to have the policy reinstated. we understand that they sent us a letter however did not reach out to us personally via one of the many cell numbers on file to correct the issue so we did notice that the bill had not been paid.the coverage had to be paid by oct 22. we reached out to them on the 25th. we only want to pay the bill and have our coverage back. We will provide any proof necessary. After reviewing competitors rates we feel they intentionally dropped us. We've been with them for 12 years. Policy # **********

Desired Settlement: Continue Business.

Business Response:

Thank you for sending the complaint filed by Mr. **** ****, which we received on October 27, 2015.
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 feel the following timeline will help provide
clarification.
• On July 25,2015, we mailed Mr. ****'s renewal bill, indicating we would automatically charge the
credit card that had been provided $440.20 each month on the sixth day of each month, starting in
September.
• On September 6, 2015, we collected the payment of $440.20.
• On October 6, 2015, we attempted payment on the same credit card for $440.20, but the charge was
declined.
• On October 7,2015, we mailed a pending cancellation letter to Mr. ****, indicating that the policy
would cancel for nonpayment of premium on October 22,2015 at 12:01 a.m.
• On October 22, 2015, the policy cancelled at 12:01 a.m. for nonpayment of premium.
• On October 26, 2015, we mailed a cancellation letter to Mr. ****, indicating that the policy had
cancelled effective October 22, 2015. We also indicated that there was an outstanding balance of
$115.09 on the policy.
That same day, Ms. **** **** contacted us to review reinstating her policy, and she spoke to a
supervisor. We declined the request because there was a lapse in coverage and break in the contract
when the policy cancelled for nonpayment of premium. Later, Mr. **** contacted us to request
reinstatement. We declined for the reasons previously explained.
• On October 30, 20 IS, Mr. **** spoke to another supervisor, and we declined the request for
reinstatement again. Mr. **** then requested to speak to a senior supervisor.

On October 31,2015, a senior supervisor contacted Mr. **** to discuss the policy. Mr. **** was
unavailable, so we left a voicemail message advising that the policy has been reviewed and we would
not be able to offer reinstatement. We also advised of the outstanding balance of $115 .09.
If you have any questions about this information, you may contact me at ###-###-####, Ext. ****.

Business Response: Thank you for sending the third complaint filed by Mr. **** ****.

We believe our previous two responses addressed all of Mr. ****’s concerns, and we have no new information to provide at this time.

Again, we are unable to reinstate his policy – and it is in his best interest to secure coverage with a different company immediately to protect himself from potential losses.

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.  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 can't do anything" is not a resolution. A resolution would be fixing the issue buy reinstating the policy and us paying the 6month rate or an accidental late fee. This is intentionally trying to drop us and cause us issues by having to pay exorbitant rates.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had home insurance with Ameriprise through Costco for several years and never had a claim in the past years and never had any issues, until now when we purchased another house and asked for quote from Ameriprise. Since we applied mortgage on this house purchase and the lender required to have home insurance quote prepared to them. I told Ameriprise this new purchase will be primary residency after we move out of current house, but I would like to keep the same home insurance on the current house because we don't know when we will move out. The customer service didn't listen to my explanations, and just told me starting the closing date of the new house purchase, the current home insurance would be terminated because we can not have both houses as primary residency regardless when we plan to move or whether we decide to move out of current house or not. So I checked with another home insurance company and used another insurance company for the new house purchase. Since the lender or the title company didn't pay Ameriprise the quote of the home insurance they prepared, I got a letter from Ameriprise for the past dues. Meanwhile I also got a letter letting me that our current house home insurance has been terminated since 10/1/2015 after closing of another house. So I called Ameriprise to cancel the quote of the new house and asked them to resume the home insurance I had at current house because I told them we decided to lease out the house we just purchase instead of primary residency. And I proved to them that we have rental listing from the website for real. I didn't lie about my primary residency home. I didn't agree with Ameriprise to terminate my current house home insurance from the beginning, and I didn't purchase home insurance from Ameriprise on the new house either. Strangely I was told since the current house home insurance is already terminated, I will have to apply as a new home insurance. Because this house roof has been more than 15 years old, the new home insurance can not do roof coverage. I tried to explain to them that it is the same house and same home insurance I have had with Ameriprise for years. I never accepted their termination of my house insurance and I never owe or late on payment, and never had any claims. that's why the roof is old without any replacement done in the past years with Ameriprise, and still good for another few years before it will require new roof claim or replacement, because I just had it inspected and did some leak repair two months ago out of my own pocket. Whatever I explained, Ameriprise refused my insurance coverage request and insisted I had to do a new home insurance without roof coverage, or I have to get a notary to claim primary residency and wait for 2 months until roof is inspected by their inspectors before I can apply a new home insurance. I disagreed to leave my house without insurance for another 2-3 months. I don't know what do do now with my current home insurance. It is just odd to me that I can not have the same home insurance which was just terminated for a wrong reason and by one side without both side agreement.

Desired Settlement: Please help resume the same home insurance or continue my previous home insurance I have had with Ameriprise for years. Just need same insurance coverage and same payment to continue.

Business Response: Thank you for sending the complaint filed by *** ******* **, which we received on November 3,2015.
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 August 17, 2015, *** ** called to inform us she had purchased a new home located at *****
********* ******* ******** ***** and verified this would be her new primary residence. We informed
her she would need to obtain a new policy for the residence located at **** ****** ***** ******,
******** *****, because we would not be able to continue the insurance after October 1, 2015, since it
would no longer be owner occupied or her primary residence.
On August 18,2015, we issued policy #********** effective September 30,2015, for the residence
located on ********* ******, and we *******************************************.
Later that day, we mailed a letter informing *** ** that policy #********** for the residence located on
****** ***** ****** was scheduled to expire at 12:01 a.m. on October 1, 2015, because the property was
not owner occupied; therefore, it did not qualifY for coverage.
October 1, 2015, at 12:01 a.m., policy #********** expired.
We did not have any verbal communication with *** ** between August 18,2015 and October 9,2015,
at which time she called and requested the cancellation of policy #********** effective September 30,
2015. She said she had obtained coverage with a different company because they were able to provide a
lower rate.
On October 14, 2015, *** ** requested reinstatement of policy #HI00802121. We informed her that due
to the lapse in coverage we would be unable to reinstate the policy, but we would offer a quote for a new
policy.
Later that day, *** **** **, *** **'s daughter, called and requested a quote for the property located on
****** ***** ******. We provided quote #**********. We informed *** ** that prior to issuing the
new policy we would need:

Business Response: Thank you for sending the follow up to the complaint filed by *** ******* **, which we received on November 18, 2015. We understand that she would like additional clarification regarding the cancellation of her policy.
As we stated in our previous response, we did not hear back from *** ** regarding the change in her primary residence until October 14, 2015, which was after the policy had cancelled. Due to the lapse in coverage we are unable to reinstate the policy for the property located on ****** ***** ******.
If you 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.

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

Regards,

******* **


Thank you very much for the response!
Unfortunately I have explained why I didn't contact Ameriprise earlier about the unilateral cancellation action by Ameriprise before October in my last response.  I am trying my best to explain this again.  Since the prerequisite conditions didn't meet or satisfy per Ameriprise policy which are 1) the effective of ********* house policy doesn't exist; 2) ****** ***** ****** house is still the primary residency.
Therefore the cancellation of the ****** ***** ****** house is completely a mistake by Ameriprise.  Why should we take immediate action or quick response to something that is purely a mistake?? 
Again, please help correct the mistake and be responsible to reinstate the policy without any changes needed asap without further delay!!!  

Thank you very much for your attention!

11/14/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Regarding: Claim No.: *******- 309 Policyholder: ******* ***** & Wendy ***** Policy No.: AI01737499 Date of Loss: February 8, 2014 Date of Settlement: February 21, 2014 On 10/20/2015, I sent the following e-mail to my claims representative, Ms. ***** *******: "I recently learned that this comprehensive claim was listed as a collision and is being counted against my record. I don’t understand that and am hoping that you can help us to correct this. As a quick reminder, the left rear wheel of our car was hit by a rolling granite boulder during an avalanche on a mountain pass. There were no other vehicles, animals or people involved in this incident and the boulder hit us, not the other way around. I requested to make a comprehensive claim when I filed this report in 2014 and was under the impression that is what happened. In no way was this a collision and I would like to get this fixed/reclassified correctly please." Ms. ******* refused to assist and helped me to understand that I have absolutely no value to Ameriprise as a customer and that I should switch both my home and auto policies away from Ameriprise to another company as soon as possible. I so much appreciate her candor and I would like to follow her advice. The problem is now that she refuses to tell me when the inaccurate claim will drop off my record so that I may move to another insurance company. Other companies can see the "no-fault" collision on my record and want to charge me a higher rate. On 10/26/2015 at 1014 hours, I called customer service to get the date that the claim will drop off my record and the representative said "never" and then she hung up on me. This is on the recording if anyone cares to review it.

Desired Settlement: Correct the record to reflect a comprehensive claim and specify a date when the claim will drop off my record so that I may switch my home and auto policies to another company ASAP.

Business Response: Thank you for sending the complaint filed by Mr. ******* *****, which we received on October 27,
2015. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.
On February 10,2015 Mr. ***** gave a statement regarding the details of the accident that occurred on
February 8, 2015. In his statement he advised there was a rockslide in which boulders were falling from the
mountainside onto the road he was traveling. He stated he swerved to miss a boulder in the road, but he
struck it with the driver's side rear wheel. The adjuster confirmed the boulder was stationary when he hit it.
Based on this information, Mr. ***** was advised the loss would fall under his Collision coverage, and his
$500 Collision deductible would apply. He was also advised this would be considered a not-at-fault
accident. We did not consider this as a Comprehensive loss since he collided with a rock that was
stationary in the road. If a rock falling from the mountain landed on his vehicle, it would then be
considered under Comprehensive coverage. This claim will appear on Mr. *****'s record for three years.
We regret if Mr. ***** feels that our decision was not adequately explained to him. However, we have
reviewed the recorded phone calls, and can confirm with confidence that our claim representative in no
way suggested Mr. ***** should switch his policies. Obviously, this would run counter to our entire
customer service philosophy. Unfortunately, the call Mr. ***** made to our Client Service department on
October 26 was disconnected when he was put on hold so the representative could research his question
regarding how long the accident would stay on his record. When a call is disconnected, our
representatives are instructed to call the client back; we apologize this did not happen in Mr. *****'s case.
We will provide additional training to the representative involved.
If you have any questions about this information, you may contact me at ###-###-####, Ext. 5613 or
*** ******* at ###-###-####, Ext. 5243.

Jennifer Lapinskas

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 needed to know how long the claim will remain on my record before I can switch my policies to a different company. The response indicates that the claim will remain on my record for three years. Thank you to Ameriprise for providing the requested information and to the BBB for helping me to find the correct people to speak with to obtain the needed information.

Regards,

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

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ameriprise Auto Insurance (IDS Property Casualty Insurance Company) and **** ******* ***** **** is engaging unfair settlement practice agreement with us for the damages done to our minivan and caused by their insuree. O n 07/09/15, we call roadside service through our insurance company (Ameriprise) to pull our minivan stuck in the campsite. Ameriprise sent people from CA Colors Truck & Auto body (insured by **** ******* ***** ****) to pull our minivan and our minivan was severely damaged by the time it was pulled out (Rangers from campground witnessed and pictures presented for evidence). We contacted Ameriprise the same night to claim our damages and fix our vehicle and apparently they did not have our claim records we made earlier that day. Finally, they worked on their non-communicating systems and found our claim. After numerous contacts and poor responses from both parties (Ameriprise and **** ******* ***** ****, **** ****** (****** ******** from **** ******* ***** ****) showed up in our house on 09/15/15 (after TWO months later the incident) with Property Damage Release form ("Settlement Agreement") for the amount appraised by the independent body shop. I told **** clearly that I do not want to get involved with payment and all I want is to get our vehicle fixed. **** said, "They cannot fix the car (release the check), unless we sign the settlement agreement". **** also added that if we don't sign on the settlement agreement, we have to work with Ameriprise directly. My husband contacted Ameriprise again to report them on what **** ******* ***** **** has done to us. So, **** ******* ***** **** contacted us to get a 2nd appraisal on their own. They explained they need to do own their own appraisal to fix the minivan now and they sent someone to our house again o n 09/23/2015. After the appraisal, **** ******* ***** **** sent 2nd Property Damage Release form (same content as 1st settlement agreement except the fixed settlement amount and excluding Civil Code 1542)to us today (10/0 1/15). It is so obvious that their own appraisal could not estimate the amount of damages done to our vehicle, yet they were trying to get us to sign on the document to release their liability forever

Desired Settlement: I want Ameriprise to repair our vehicle and settle their agreement/handle their claim with the other insurance company. We are not going to sign any document until our car is completely fixed, which no one knows the exact cost to repair. It would be silly to sign on any document to release all parties at this point. The car is not even fixed or even being started to fix

Business Response: Thank you for sending the complaint filed by Ms. ***** ********, which we received on October 2,
2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunity
to address her concerns.
Ms. ******** needed roadside assistance because her vehicle was stuck and damaged from driving it over
some large rocks. Unfortunately, additional damage was caused by the responding tow company. The tow
company's insurance, ********* ********* ***, accepted liability, and a claim was filed through them.
After two months, a settlement offer was made to Ms. ********; however, she rejected that offer.
On October 2, 2015, Ms. ******** filed a claim with us. We are actively working to resolve this 'issue.
She has selected a repair shop of choice, and she will be bringing the vehicle in next week to get it
repaired. We will cover all the damage caused by the towing company, as well as a rental vehicle during
the repair period. We will seek reimbursement for these expenses from Stratford Insurance. The initial
damage caused by driving over the rocks is, nnfortunately, not covered by Ms. ********'s policy.
If you have any questions about this infonnation, you may contact me at I ###-###-####.
Sincerely,
***** ******

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 24, 2015 an insured of Ameriprise Auto Insurance ran thru a stop sign causing me to hit her auto. The insured fully admits she was at fault. I did everything possible to avoid the collision, but I hit her rear bumper causing damage to both autos. It was a split second decision on my part, I had a choice of slamming on my brakes, or veer off to the right where over 12 children are playing in a church's after-school playground a mear 11 feet from the curb. I think I make the correct choice!! Their claims representative says they are willing to only pay 80% of my cost, even though their client was 100% at fault.

Desired Settlement: To have Ameriprise pay the full amount of my damage.

Business Response: Thank you for sending the complaint filed by Mr. ****** ******, which we received on September 29
2015. We understand that he disagrees with our determination of liability. We appreciate the opportunity
to address his concerns.
As part of our investigation, we obtained statements from both drivers involved in the loss, and we
reviewed the scene of the accident. On September 28,2015, we contacted Mr. ****** and made him a
liability offer of 80% of his total damages. The offer was based on the fact that Mr. ****** could not say
how far away he was from the other vehicle when he first noticed it, and the point of impact on both
vehicles. The 2015 GMC Sierra driven by Mr. ****** sustained front bumper damage, and our insured
2014 Nissan Sentra was impacted on the rear driver's side quarter panel. Mr. ****** disagreed with our
decision.
We contacted Mr. ****** again on September 30, 2015, and discussed our fmdings again. In an effort to
compromise, we advised Mr. ****** that we would be willing to pay 90% of his damages due to the fact
that he did try to brake to avoid the loss. He disagreed with the 90% offer. We instructed Mr. ****** to
go to his repair shop of choice and have an estimate and photographs taken so that we could review our
liability decision again.
We received that information in on October 2,2015. We contacted Mr. ****** and discussed our liability
position of 90%. We explained that based on the scene photographs Mr. ****** should have been able to
see the other vehicle approaching the intersection and should have been able to take evasive action to
avoid the loss. We feel that the lack of awareness contributed to the accident, and again we offered Mr.
****** 90% of his damages. Mr. ****** accepted that offer.
The total damage to Mr. ****** 2015 GMC Sierra was $2,648.72. On October 2,2015, we issued a
check in the amount of $2,383.85 to Mr. ****** and mailed it to his home address. Mr. ****** advised
that he did not need a rental vehicle while his vehicle was in tbe body shop. We told Mr. ****** that if
additional damage is found after the body shop begins repairs, we would be responsible for paying 90%
of any related supplemental damage.

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,

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

10/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Approximately August 6th, 2015 I called Ameriprise Insurance Company after receiving a letter regarding auto insurance quotes. I responded back via phone &liked the quote given to me. At that same time I also asked them if they handled homeowner policies & I was told that they did & was asked if I would like a QUOTE, which I said yes. I then told the sales rep (*****) that I currently had a policy elsewhere but his quote sounded great & I would THINK IT OVER, NOT PLANNING TO CHANGE FOR AWHILE. He asked me if I wanted to start now & again I stated no, not at this time. On Sept. 16th, I went to make a purchase & could not. Not knowing why, I looked into my bank account & "discovered" that Ameriprise had deducted money out of my account for a home owner's policy that I NEVER HAD OR AGREED TO! I immediately called them & stated I wanted ALL the money back INCLUDING THE NSF fees that they took. While they DID refund the initial amount they promised on three different times & occasions (by three different people) to refund the NSF fees of $26.50 x 2 within 24 hours. On Sept. 22, I checked & it was still not refunded. I called, spoke to Eric, a supervisor & he said that they tried to call me to tell me that would not happen. He stated the reason was because they feel that they did not make the error & that I agreed for any charges on the quote, which I did not! I told him that I was not in error because I got nothing from them & that illegally took money from my account WITHOUT MY KNOWLEDGE OR PERMISSION. I have NEVER HAD THEM as a homeowner company, nor will I ever. If this is not resolved quickly I WILL be seeking to legally get it back. Thank you.

Business Response: Thank you for sending the complaint filed by Ms. ******* ******, which we received on September 22,
2015. We understand that she would like her non-sufficient fund fees refunded. We appreciate the
opportunity to address her concerns.
On July 30, 2015, Ms. ****** requested a homeowner's quote for her property located at **** ** ********* ***, ******* ******. We verified Ms. ****** wanted the policy to be effective for September
13,2015, and on preauthorized withdrawal for billing. Ms. ****** agreed. Since receiving her
complaint, we have reviewed the initial phone call, and Ms. ****** did agree to purchase the policy.
On July 31, 2015, we mailed Ms. ****** her information regarding the new policy along with a
preauthorized withdrawal notice informing her we would be withdrawing $64.45 from her checking
account on September 13, 2015.
We did not hear from Ms. ****** between July 31,2015 and September 16, 2015. Ms. ****** contacted
us on September 16, 2015, to inform us she did not want our policy and requested the cancellation of it.
Ms. ****** requested reimbursement of her nonsufficient fund fees.
We provided the appropriate documentation informing Ms. ****** we would be withdrawing the payment
from her checking account on September 13, 2015; therefore, we will not be reimbursing her
nonsufficient fund fees.

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was with Ameriprise 1 year - after 1 year they increased my premium on my 4 vehicles by $2,000 - there reason is "they have a better rating system than before" and it affected certain customers rates. I am one of them.

Desired Settlement: I want my rates to be more in line with what I signed up with them 1 year ago as for a company of this size to tell me they have a better rating system seems strange and vague to raise my rates by $2,000 a year.

Business Response: Thank you for sending the complaint filed by Ms. ***** ******, which we received on September 22,
20 15. We understand that she would like additional details surrounding a change in premium. We
appreciate the opportunity to address her concerns.
The changes to Ms. *****'s premium are due to a rate revision that was filed with the Michigan
Department of Insurance and became effective for policy tenms beginning on or after August 4, 2015.
Statistical data is collected and analyzed periodically to detenmine if the rates being charged are adequate
to cover future losses and operating expenses. Our analysis showed that a rate increase was necessary to
support our projected claims and operating expenses in Michigan. Our analysis involved an evaluation of
many important insurance risk factors, such as: driving history, garaging location, number of vehicles
insured, vehicle usage, and the coverage and coverage limits selected. The rate increase was necessary for
us to continue to provide the same high-quality, comprehensive coverage on which our clients have come
to rely. The overall change for our automobile program was 22.5%; however, the realignment of our rates
affects each policyholder differently based on the individual characteristics of the policy.
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.

10/3/2015 Problems with Product/Service | Complaint Details Unavailable
9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I was in the market for Home Insurance and found your organization to be reasonably priced. I called and spoke to an agent who provided me a quote and sent me an application to complete and return. I completed this application in good faith looking forward to securing Home Insurance for my residence. I was contacted a few weeks later by ***** *****, a sales agent inquiring on my recent application. We were in communication over the last few weeks several times via email. Here is the timeline for the recent events which has led me to this point. I am completely dissatisfied, I have no faith in your organization. I have been blindsided and robbed and no one wants to help me. I had high hopes of working with Progressive since I have in the past but now I do not want any parts of your company. I can't believe that customers like me have to be subjected to such terrible customer service. I know I am just one customer and you service millions and you may not care about resolving my problem but someone needs to hear about this situation and I will ensure that everyone I know understands and chooses to not do business with a money hungry organization like Progressive! You are only concerned with establishing new business and once that has been done, then you are on your own. *on 9/9/15 ***** ***** sent me an email , indicating that he needed me to confirm some info. He was requesting proof of my alarm, my auto policy and the age of my roof. He quoted in that email that my rate would be $1722.63 which for 11 mths would be 156.60. *on 9/15/15,I responded to him providing the age of the roof, explained I do not currently have auto insurance with Progressive. He provided me with a form to complete to show proof of my alarm. He also still quoted the price of 156.60 monthly and a premium of $1722.63. He said to complete the form and then underwriting would issue the policy. *On 9/17/15, I received notice that my policy was underwritten and I would be debited $343.50 on 9/18. I immediately contacted ***** since this was not what we discussed and inquiring on how did the total change to $343.50. He then advised me he sent a note down to underwriting "waiting on Mrs. to confirm" and that it was a mistake that Underwriting went ahead and issued the policy. He apologized and indicated we can cancel and set up for a new date and he would arrange to keep my application on file so that I would not have to go through this again. *on 9/18/15, I called ***** several times and no answer. I sent 10+ emails with no response. My account was debited $343. I continued to send communication over the weekend and this morning and no response. ***** eventually called me and left a message saying we could cancel the policy and he would need to transfer me with verbal consent to cancel it or I could call the toll free number. Immediately, I knew I was being dismissed. He was very communicative and responsive leading up this but now that I have been debited and the policy official, I guess he has to move on to get other customers and my issue becomes less important. *on 9/21/15, I called and spoke to a reprsentative that stated I could cancel my policy effective tomorrow since it was issued on 9/2. How is that even possible when my first email from ***** states info was needed to even issue the policy???? Additionally, an email was sent to some email address that is not mine to advise me of the pending debit. The representative said you have to provide 20 days for a pending debit. I was provided 1 day. My info was sent to ********************??? This email address came out the air and does not belong to me. I am concerned with the privacy and security of my info in addition to my bank account info being sent out to the world. I asked to speak to a ********** and she only wanted to quote policy saying that I completed the application so basically I agreed. I did complete the application but I did not agree to $343 and that does not dismiss all the communication I have had with your sales team that contradicts this. I have the emails for proof. I was mislead and now no one wants to help me. This **********, ****** ****, ********** of ****** ********, does not show any empowerment and basically said she could reimburse me $237.16 since coverage was provided since 9/2. I received coverage that I was not aware I had. I am not trying to pay for anything that I did not receive or cheat the system. I just want what is fair. Someone is empowered to evaluate this situation and see what the right thing to do is. I need to be refunded my entire amount of $343, no questions asked. Its the honest and right thing to do. Especially when I can prove my communication with your organization.

Desired Settlement: I want to receive a credit of $343 to my bank account.

Business Response: Thank you for sending the complaint filed by Ms. **** *****, which we received on September 22, 2015.
We appreciate the opportunity to address her concerns.
We agree to back-date the cancellation of Ms. *****'s home insurance policy, and we have provided a
full refund to her account.
We regret that the change in premium was not adequately explained, and we apologize that Ms. ***** did
not have a more positive experience with our company. We will provide additional training to the agent
involved.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.
Sincerely,
***** *******

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.  However I was charged a $35 insufficient funds fee for this issue. I would like for that to be adjusted as well. I can provide my bank statement for proof. 

Regards,

**** *****

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have auto insurance with this company. My care was stolen by my daughters father and wrecked three different times. He is now incarcerated for this crime and voilating his parole. The insurance company has put me off since I filed my initial claim even though I have given them everything they asked for as quickly as possible. There were two other vehicles hit with my vehicle which I did not know about until I was contacted by the individuals. My claims rep refuses to give me an answering and this is now going on three weeks. I am renting a vehicle on my own and it is killing my credit card. I have always paid on time and they keep giving me the run around. She refuses to contact me and keeps giving me weekly updates saying that the update times remain the same which are always 7-8 days at a time. She was to get back with me on 9/2/15 and she contacted me today for information I got back to her within 10 minutes. She then says she will contact me on 9/10/15. I paid for insurance and I would like to know if my car it totals or if I can get a rental. My life is on hold and my job in jeopardy all because she is not doing her job and is clearly overwhelmed. I need answers like yesterday.

Desired Settlement: I would like my car fixed asap. I need my transportation and I am being treated like a criminal even though I am the victim. I paid for a service and I want my claim settled now. This happened on 8/15/2015 and I still have no answers other than the investigation continues each week.

Business Response: Thank you for sending the complaint filed by Ms. ****** ******, which we received on September 2,
2015. We understand that she feels there was a delay processing the claim. We appreciate the opportunity
to address her concerns.
Ms. ****** filed a theft claim with us on Saturday, August 15, 2015. On Monday, August 17,2015, we
contacted Ms. ****** and obtained a recorded statement. At that time we also requested a copy of the
police report and an Affidavit of Theft to be completed by Ms. ******. On August 19,2015, we received
a domestic dispute police report as Ms. ****** was not able to file a stolen vehicle report.
On August 24, 2015, we again requested the completed Affidavit of Theft and also requested a copy of
the lease agreement, title to the vehicle, and cell phone records.
On August 26, 2015, we received the Affidavit of Theft, title and registration, as well as cell phone
records. On August 27, 2015, we received a copy of the lease agreement.
On September 1, 2015, Ms. ****** provided us with the full name, address and phone number of the
person who allegedly stole her vehicle ..
On September 2, 2015, we received the full police report from the police department with supporting
infonnation which concluded our investigation. As the vehicle was detenmned to be stolen, no coverage
is afforded for damages incurred by the other parties whose vehicles were struck by the stolen vehicle.
On September 3, 2015, we finalized the vehicle total loss settlement with Ms. ******. We also requested
Ms. ****** provide us with receipts for the rental vehicle for reimbursement. At this time, we are
awaiting the vehicle Power of Attorney form and the rental invoice in order to issue payment.

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had a problem with homeowners policy. Called and they did not return call. Here is the problem. It hailed a twice. Once in 6/15 and 7/15. I contacted homeowners to make a claim on 8/6/2015. The reason i did not call before was MY ROOF WAS NOT LEAKING!. Ameriprise denied my claim for 2 reasons..............Reason one they said no hail was found on weather reports on 8/6/2015. If they actually bothered to read my claim i said it hailed twice and on 8/6 water was leaking in my kitchen and living room and bedroom. 2nd reason..............They said hail damage likely occurred in 2014 as there was a bad hail storm and said my contractor agreed. Even if that was partially correct on 8/6/2015 my roof was leaking into some rooms in the house. So Amerprise denied my claim i guess i should have done a google before i purchased a policy with them. I have no problem paying for my own roof repair but since 3 rooms ceilings need repainting one of which is so high the painters need to build scaffiling and sheet rock removed at a cost of $2,000 this is clearly not right. Since my deduct is $1,0000 they should do the right thing and pay the remaining $1,000.00

Desired Settlement: $1,000 FOR INTERIOR PAINT WORK

Business Response: Thank you for sending the complaint filed by Mr. ****** *********, which we received on September 3,
2015. We understand that he disagrees with our decision regarding the claim. We appreciate thc
opportunity to address his concerns.
We received the notice of loss from Ms. ********* ********* on August 11, 2015. The original reported
date of loss was August 6, 2015. We assigned ICA Claims to contact Ms. ********* to further discuss the
scope of damage and to complete an on-site inspection. ICA completed their inspection on August 14,
2105, and found hail damage to the roof.
Upon our review of the policy and of the storm, we found the most recent hailstorm in Mr. *********'s
area occurred on May 23, 2014, during which 1.75-inch hail was reported. Mr. *********'s policy was not
active with us until February I, 2015.
In his complaint, Mr. ********* explained that there were also hailstorms on June 15, 2015, and July 15,
2015. We are unable to find any reports of hail anywhere in the state of North Carolina on these dates.
ICA estimated the interior damage at $627.88, which is below the $1 ,000 policy deductible. We would be
willing to consider coverage for the interior damage if Mr. ********* provides us with a copy of the
contractor estimate quoted at $2,000. The estimate should be *************************. with
"Claim ***********" referenced in the subject line.

Business Response: Thank you for sending the follow-up complaint filed by Mr. ****** *********, which we received on
September 15, 2015. We appreciate the opportunity to address his additional concerns.
We are unable to alter our decision regarding the roof repairs, as we have researched any reported and
tracked storms using professional, reputable databases (**** *** ****).
We received the interior estimate from *** ********. Their estimate was for $2,000. A payment for
$1,000 was issued on September 15, 2015, which reflects the deduction of the $1,000 policy deductible.
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.  I will pay for new roof

Regards,

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

9/14/2015 Problems with Product/Service | Complaint Details Unavailable
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I phoned Ameriprise to remove my daughter from my policy because she is no longer in my home. I was asked if she was more than 100 miles away from home and at college my response…YES I have done this same practice several times over the past ten-years with no problem or hassle. My daughter was added in June I paid the required premium for adding her to the policy and was advise i could remove her when she moved out of the house. My request to remove my daughter from my policy was denied when I called in August….... I explained she is not in my home and will not be driving.while away in college. I was asked to send her rental agreement and my IRS tax paperwork to Ameriprise, if not I could EXCLUDE her from my policy indefinitely. The supervisor and representative s****d Ameriprse would be held liable if my daughter had an car accident…how she is not driving and will no longer be associated with their company. I remind the company I have done this practice for years and was never advised of a change in policy or provided with details that prevented me from removing my daughter from the policy. How can I have insurance coverage on someone that is not in my home nor drive my vehicles

Desired Settlement: Resolution I was sent a form to exclude my daughter indefinitely or pay the excessive high insurance premium. There was an offer to decrease the additional premium of 1000.00 by 100.00 Status my daughter is active on the policy no resolution to this unfair treatment. I feel Ameriprise is forcing me to commit insurance fraud Supervisor as rude and unreasonable…their customer service was awful…..it took presenance for the rep to transfer to a supervior say the supervisor are too busy to take my call. I have been with Ameriprise nearly 15years.policy i do not appreciate this treatment

Business Response: Thank you for sending the complaint filed by Ms. ***** ****, which we received on August 28, 2015.
We understand that she would like a detailed explanation surrounding the removal of her daughter from
the policy. We appreciate the opportunity to address her concerns.
On June 3, 2015, Ms. **** called and added her daughter, *****, to the policy as a driver. We have
reviewed our records and do not show that ***** has been listed as a driver on this policy prior to June 3,
2015.
On August 27, 2015, Ms. **** requested the removal of Tier a from the policy because she was attending
school more than 100 miles away from home. We explained that since ***** is a minor licensed driver
who is not insured with another company, she would be covered under our policy. At that time, we also
updated Ms. ****'s policy to include the Student 100 Miles Away discount. Ms. **** asked to have a
supervisor call her; that same day, a supervisor called the home number on file and left a message
including her direct number for the return call.
We consider the parents' home address as the permanent address of students who are away at school and
residing on campus. Therefore, we need to list students on their parents' automobile policy because we
are liable for any accident in which students might become involved, and we need to collect the
appropriate premium for that risk. Students are not required to be listed on their parents' policy only if
they are truly and completely moved out of the home, have a permanent residence, and do not return
home except to visit.
For your reference, our Insured Person guideline ****** 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.

On several occasions, we offered Ms. **** the option of completing a driver exclusion form that would
exclude ***** from coverage under the policy - in fact we emailed the form to her on August 27, 2015.
If Ms. **** can provide documentation that ***** either permanently resides at a different residence or
has other auto insurance with Bodily Injury limits equal to Ms. ****'s, we will consider removing her
from the policy.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with this company for 7 years . I was two days late on my payment . I called today , no one would give me an explanation as to why they would not reinstate us , other than I was late . No grace period either which seems odd . However they sent me new insurance cards for the next 6 months . I truly believe I was lied to and because of our recent accidents on the account they decided to not renew us . They of course would not admit this . Customer service is horrible . I feel we were denied because of accidents . This was horrible we have a very clean record and after this I feel they have no concern.

Desired Settlement: I feel they need to show me the fact that there is no grace periods and show how they actually make that decision .

Business Response: Thank you for sending the complaint filed by Ms. ******* **********, which we received on August 27,
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 July 10, 2015, we mailed the August 24, 2015, to February 24,2016, renewal offer. Included
in the renewal package was a premium notice in the amount of $1,438.00 with a due date of
August 24, 2015 . The premium notice states, "Failure to pay the premium by the due date will
result in the cancellation of your policy."
• On August 5, 2015, we mailed a reminder notice in the amount of$I,438.00 with a due date of
August 24, 2015. 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 by 12:01a.m. on August 24, 2015; therefore, the policy lapsed
because the renewal premium was not paid on time.
• On August 26,2015, Ms. ********** called and requested reinstatement of her policy. We
declined the request reinstate the policy because there was a lapse in coverage and break in the
contract when the policy cancelled for nonpayment of premium.
For your reference, our policy book includes the following language:
If tltis policy has been in effect for 60 days or is a continuation or renewal policy, we may cancel only:
l. For nonpayment of premium; or
2. For suspension or revocation of your driver!s license or that of any other operator who customarily
operates your insured car. The suspension or revocation must have taken place during the policy
period or since the last anniversary of the original effective date of the policy ifit was written for
more than one year.

We recognize and appreciate that Ms. ********** had been a long-term client, and we understand this is
not the outcome she would have liked. However, based upon the facts of the situation, we respectfully
maintain our decision not to reinstate the policy.
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
September 3, 2015 . We appreciate the opportunity to provide additional information.
We reviewed Ms. **********'s policy and confirmed that we sent all the appropriate notices to her
regarding the requested renewal premium and pending cancellation of her policy. When we subsequently
did not receive payment, the policy cancelled on August 24,2015, for non-payment of premium and we
mailed the appropriate cancellation notice to her.
We understand that this is not the outcome Ms. ********** would like; however, after reviewing the facts
of the matter a second time, 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.

I am not happy with the outcome but not sure what else can be done . Pretty sure they can just do whatever they want . They have made their decision and they are not budging due to the fact we had two claims after 7 years . I would not want them to reinstate me , as this is a horrible company and they discriminate. They can  " choose " to reinstate us after two days late if they wanted . I just hope their  CEO know how they treat people 
Regards,

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

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During a major storm in Houston my deck was damaged. Ameriprise sent an individual out and they agreed to the damage and did an estimate of the costs along with a statement showing the repairs that they approved. As part of the assessment they sent an estimate of the cost. Their cost estimate was about equal to my deductible. I accepted their assessment and moved forward to find a contractor. I found two contractors one five times their estimate and another 10 times their estimate. When I sent them the contractor information they sent over their personnel again talked with my contractor and started the internal process again. The original complaint was filed 4/26 it is now 8/19 and they now say they want to send a structural engineer to access the cause of the damage and see if I am covered. At the very least if I am not to be covered this should have been determine 4 months ago. I have taken several days off of work and spent a lot of time attempting to resolve this. I was informed by their personnel not to have any work done until this was resolved. I believe the claim should be accepted as it originally was and now they are simply dragging this out in an attempt to not pay or perhaps an employee is trying to cover their tracks of being so far off on the original estimate. Regardless I feel I am being given the run around on a simple claim

Desired Settlement: I simply want the insurance company to cover the damages as they originally agreed to and set the amount they are willing to pay for and allow me to move forward. I have no problem covering my deductible and simply want my deck repaired.

Business Response: Thank you tor sending the complaint filed by Mr. ******* *********, which we received on August 19,
2015. We appreciate the opportunity to address his concerns.
Mr. ********* reported his loss on April 27, 2015, and we promptly assigned Ms. ******* ******* to
inspect the damages and prepare an estimate for the damage. Ms. ******* provided a report to indicate a
portion of the damage to the deck was the result of water damage. The damage was estimated at a total of
$4,096.07. A denial letter was subsequently sent to Mr. ********* explaining that the estimate was less
than his $4,854 deductible.
On June 29, 2015, Mr. ********* advised us he has selected a contractor to complete repairs at his home
who found more damage than was identified by Ms. *******, and the cost estimate is significantly more
than previously estimated. After discussing the potential additional damages with Mr. *********, it
became clear that further inspection would be needed. We asked Ms. ******* to inspect the property
again. Her second inspection identified additional damages that appear related to structural movement
and unrelated to water damages. Mr. ********* proposed that the damages may be the result of lightning;
however, the structure is absent of any evidence of lightning damage.
Because of the potential additional damages, we asked a structural engineer to evaluate the entire claim to
conclusively determine the cause of the damage and repairs needed to remedy the problem. We retained
***** *********** for this purpose, and we are waiting for their assessment. Once we have their report,
we will make a coverage determination. We anticipate receiving the report within the next 30 days, and
we will make a determination and inform Mr. ********* within five days of receiving the report.
We understand that Mr. ********* is frustrated with the length of time it is taking to resolve this claim. It
is always our intention to resolve all claims as rapidly as we can, but we need time to investigate the loss,
to obtain paperwork from outside providers, and to coordinate inspections. However, we genuinely regret
that this claims experience has not met Mr. *********'s expectations, and we look forward to resolving
this matter as quickly as possible.

8/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May of this year, my boyfriend and I bought a new house together. We allowed our movers to install our washer and dryer-and we didn't realize that we had left behind the hook part of the dryer hose. We normally wash and dry our clothes on gentle cycle, so it was never a problem. However, I decided to wash some towels on the normal cycle, which caused the drain hose to fall from the wall, draining the entirety of the washing machine into our hardwood floors. The laundry room in our house sits between the living room and a hallway with doors on each side. So, the water spread both ways and went through the wall into the garage (behind the laundry room). We got up all the water that we could, and I called Ameriprise the next day to file a claim. A few days later, and adjuster (who is independent) came out to inspect the damages, and a company was sent to dry the floor. The adjuster said that we should go ahead and get quotes from other companies to fix the flooring and an agreement would be made between us and Ameriprise regarding fixing the damages. Sounds easy enough? Well, no, of course. Two and a half weeks later after calling our adjuster (who works FOR Ameriprise this time) multiple times and finally breaking down and calling him every hour on the hour-we get a copy of the Adjuster's (independent) estimate-which equals out to be about $3,000 less than the floor estimates we had received. At this time, our adjuster from Ameriprise is Ryan Vannes. I am also told at this time that a check had been issued to us on 7/28 for $13,701.78 which is the total for the Adjuster's (independent) estimate (compare this total to the $16,462 given by the floor company.) After the flooring company compared their estimate to the independent adjuster's, we found that the independent adjuster had said my flooring was floating floor...which it isn't. It is glue down-which is apparently much more expensive to get rid of AND install. So, he sends his findings directly to Ryan Vannes and CC's me in the email-attached were pictures of my flooring (half ripped up I might add) that clearly show it is glue down. The next day after calling Ryan Vannes multiple times, the flooring company gets an email from a Deb Gorzlanyk saying that the supplement had been sent for review and we should hear back Wednesday or Thursday (8/5, 8/6). So Wednesday and Thursday come, and of course no reply. The flooring company spoke with Deb on Thursday, and she said we would definitely hear something by Friday. So Friday comes, and of course we hear nothing back. Around 2 pm we start calling Ameriprise. We are told that a new estimate had been made and that it had been accepted by the flooring company. Fine. So, we call the flooring company...They had never even been contacted for any agreement to be made whatsoever. Weird, right? So I call back again and let them know what has been stated. I am sent to a "team lead"- Jeanette Gomez- who states that they had accepted the flooring company's estimate and had already issued a check for the supplement totaling $2,760.22. I asked her to confirm the address the checks were being mailed to as we had never received the first one. Turns out, they had our old address on file. She told me-point blank- she was stopping payment on those two checks and emailing me a new check for the total amount $16,462.00 to our current address. I asked her to email me a copy of the accepted estimate so that I could provide it to our flooring company, which she did. AND IT WAS THE ESTIMATE FROM THE FLOORING COMPANY. Fine. Everything's perfect, we had him scheduled to come out Monday (today). I get to work today and have an email from Ryan Vannes saying that a payment was issued to me for $13863.32 which is not the total I was told I was being mailed a check for on Friday. So, I email him back and asked what happened to that total. This email is what I received in response: Thank you for your patience while I was away from the office. I reviewed your file and have noted that the estimate received from your contractor included line items for what is called "Overhead and Profit". This is added to the final cost based on the jobs complexity and our appraisal review team has determined that the job is not complex enough in nature to warrant the oversight of a general contractor , therefore the estimate line items for "Overhead and Profit" in the amount of $2743.72 are not covered and the total payment would be and is $13,863.32. Thank you in advance and I apologize as I understand this can be a confusing process. First of all, the total amount minus the "Overhead and Profit" does not equal $13,863.32. Second, I was already told I was issued a check for the full amount. Third, who decides how complex the job is? The company that said I have floating floor when in fact it is glue down? And finally, if I had not said anything and just picked up the checks from our old address..would I then be getting the full amount-Or was all of that a lie as well? All I am getting is a run around. I have been without half of my house for 30 days, my brand new furniture is covered in tarps. I'm down a bathroom. Thank goodness I have the help and physical ability to move my washing machine and dryer back into my home..or I would be paying to have someone do my laundry. This is ridiculous. Good thing they record their conversations, because I would really love to go back and listen to all the lies I've been told over the past 30 days. Every single person I have talked to from this company has lied to me. Flat out. I pay them to fix my house when something goes wrong. Plain and simple. Fix it.

Desired Settlement: I want my floor to be fixed with the estimate that was supposedly agreed upon. I was told this was in agreement by multiple people. I want to quit being lied to and to be able to live in my house that I just bought. I want them to do what I pay them to do.

Business Response: Thank you for sending the complaint filed by Ms. ******* *****, which we received on August 17,2015.
We understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to
address her concerns.
On August 10, 2015, Ms. ***** contacted us regarding this matter. On August 11,2015, we contacted
her and explained that we had approved the flooring replacement estimate from her contractor, ***** *********** ********. We told Ms. ***** and her contractor that they may proceed with repairs based on
the estimated replacement cost of$16,462.00.
We understand that Ms. ***** is frustrated with the length of time it has taken 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,
to obtain paperwork and to coordinate inspections. However, we genuinely regret that this claims
experience has not met Ms. *****'s expectations. 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.

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 24, 2014 a very bad storm hit our area in ***** **. The storm had such strong winds that the next morning shingles could be seen in the backyard that had fallen off the roof. I called Ameriprise my insurance company. Ameriprise sent out an adjuster to asses the damage. Meanwhile, I got 3 separate quotes for the damage to the roof. I chose the lowest one which came to $11,300. Ameriprise said there was a $1000 deductible and I gave the quote to them. Amerprise came back and said they will only cover $5953 for damage to the roof. I then contacted Amerprise letting them know once again that the quote was much higher. In response they sent another adjuster to reevaluate, however this adjuster came up with same total of $5953. From this point I again tried calling the claims adjuster several times, I left many voicemails only for him to call back and say nothing more can be done. I then contacted my financial adviser. Through a conference call between Ameriprise, my financial adviser and myself, I gave him the authority to talk on my behalf. My financial adviser then also tried contacting Ameriprise on several occasions and also left multiple messages. Brian Jernigan, the claims adjuster, returned the call saying that my financial adviser was no longer allowed to represent me and that I was to contact the home office if I had any more questions. This ordeal has been ongoing since November 2014, which is over 7 months. Ameriprise said they will cover only for the damages caused. The roof contractor has said the whole roof needs to be replaced, however Ameriprise is continually saying they will only cover what is damaged. Since it has been over 7 months since the original damage it is unknown if there is now any additional damage done to the roof.

Desired Settlement: I would like Ameriprise to come to an agreement with the contractor to complete the job.

Business Response: Thank you for sending the complaint filed by Ms. ***** *****, which we received on July 17,20 17. We
understand that she disagrees with our decision regarding the claim. We appreciate the opportunity to
address her concerns.
We received the notice ofloss from Ms. ***** on November 25, 2014, with a date ofloss of November
24,2014. Upon receiving the claim, we assigned ICA Claims to contact Ms. ***** and discuss the scope
of damage and complete an on-site inspection. ICA inspected the home on December 2, 2014, and found
wind damage to the front and right slopes of the roof. ICA estimated to replace the two slopes due to the
observed damage.
ICA completed a re-inspection on March 25, 2015, with Ms. *****'s contractor, Mr. **** **** of **** ******** During that inspection, Mr. **** agreed with the scope of damage as a result of the wind
damage. We are aware that Mr. **** is estimating to replace the roof, but the damage due to wind does
not warrant a full roof replacement. The policy does not afford coverage to replacement the roof if the
original shingle is no longer available.
We regret that this is not the decision Ms. *****s would have liked, but after reviewing her situation a
second time, we respectfully maintain our decision. We have issued payment to her based on the rCA
estimate of$6,953.79 less the $1,000 policy deductible.

Business Response: Thank you for sending the follow-up complaint tiled by Ms. ***** *****, which we received on August
3,2015.
Ms. ***** requested that the adjuster and her contractor meet at her home so she can discuss the loss with
them. We will have the adjuster contact Ms. ***** to arrange a meeting date and time. After that has
been detennined, we ask that Ms. ***** contact her chosen contractor, **** ****, to inform him of the
date and time.
After the reinspection has taken place, we will receive and review a report from the adjuster, and then we
will contact Ms. ***** to discuss the findings.

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,

***** *****

8/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been an excellent customer for many years through ******. I was informed today that my renewal premium has increased from $840.21 to $1647.34 for the annual renewal with no changes on the policy nor any claims.. 99% increase. This is not acceptable. Your customer service could not explain except to say that you along with state of Az now have new rates...... No other companies are increasing with such drastic increase anywhere close that has had no catastrophic disasters.. Even the East coast is only increasing up to 9% which the senate is now investigating. What is happening with your rates?? The state is not substantiating your claim on these high increases. The supervisor I spoke with could not verify the correct calculations are being made but only that it looks correct. I do not think anyone would nor should think a 99% increase is justified in one year. I would hope Ameriprise would have the business sense to at least have someone with the ability to actually do the homework and verify that these rates are justified and not just say that's the new rates and we can do nothing about it. 99% UNBELIEVABLE. If you are increasing all policies in AZ, I would not look forward to a long business relationship in Az.

Desired Settlement: I would like an answer in writing from someone in the underwriting department to justify the increase over and above other companies and a phone call to explain just how any company can justify a 99% rate increase in one year without any justifiable reasoning.

Business Response: Thank you for sending the complaint filed by Ms. ***** ********, which we received on August 4,
2015. We understand that she would like additional details surrounding a change in premium. We
appreciate the opportunity to address her concerns.
The change to Ms. ********'s premium is due to a rate revision that was filed with the Arizona
Department of Insurance and became effective for policy terms beginning on or after February I , 2015.
The overall change for our homeowners program was 2.8%; however, the realignment of our rates affects
each policyholder differently based on the individual characteristics of their policy.
Ms. ******** indicated in her letter that her premium increased 99%. The premium was $840.21 for her
prior policy term. The new policy term (effective September 9, 2015), which reflected the rate change,
resulted in a premium of$1,647.34. The overall increase from the previous policy term is $807.31, or
96.1%.
Upon review of her policy renewal, another issue surfaced that contributed to her increased premium. Our
credit burean (Equifax) was not able to locate her in their credit records. We reviewed the report and it
stated "Date of Death 01110," which is why the bureau retillned a "no-hit" result when we attempt to
request her credit infonnation. We offered to re-rate her policy after receiving a notarized statement that
the reported information was incorrect, which would lessen the impact of the rate change; however, a
sizable increase (approximately 50%) would still occur due to the other aspects of our filed rate change.
We spoke with Ms. ******** today to explain this situation.
We understand that in today's tough economic envirorunent 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.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 10th, I received a letter stating they had cancelled my insurance and sent a refund check. I did not understand why they were cancelling my insurance and placed a call immediately. Once I spoke to the representative, they stated they had not received an application. She stated in May when they sent me my packet, there was an application. I pulled out the packet but it did not state that there was an application in the welcome letter that needed to be returned. The application was about the 5th page back after the declaration page and there was not a return envelope included in the packet to indicate an application. The representative stated that they attempted to call my cell phone on 7/4/2015 but it was a system generated voicemail that was generic. On top of this, they were still mailing all my documents to my old address. They had said there were other mailings that were not returned and it was not forwarded to my address. Due to not receiving a signed application they had to cancel my application and could not reinstate it. The representative tried to see about reinstating since they had just cancelled my insurance on 8/6/2015 but they would not allow it. I asked to speak to a supervisor but she stated the same and said I would have to start the process over. I stated, do you guys even want my business? The supervisor said yes but you will have to start the process over. Once I called back to the regular number with progressive insurance and started the process again, I was told that I could not have an insurance policy with them any longer due to them cancelling my insurance. A simple phone call from a live person could have resolved this issue of needing a signed application or even an email. Instead, they used system generated call system that sounds like a sales tactic and was sending my information to my previous address.

Business Response: Thank you for sending the complaint filed by our client, which we received on August 11,2015. We
understand that she would like a more detailed explanation of why the policy was canceled.
We contacted our client to discuss her concerns. We offered policy reinstatement, which our client
accepted. Her policy is currently active.

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,

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

8/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used Ameriprise for my homeowners insurance until I sold my home. I sold and closed on my home on March 9, 2015. I received a call from ****** with Ameriprise on 7/24/15 and was told I needed to update my address with them. I informed ****** that we no longer own that home and it we closed in March of 2015 and needed to be refunded for all the time we had been billed. ****** transferred me to another office and I explained my story, but was told I was unable to receive a refund from 3/9/15 until 7/24/15 because we could not show them proof of insurance with our new home. I explained to the agent that I was living with someone else and I didn't need homeowners insurance as the owners had their own insurance. Once again, he declined my request for a refund from 3/9/15 until 7/24/15. I was mailed a check from Ameriprise for the rest of the year in the amount of $193.93 and receive it on 7/30/15. I will be more than happy to provide the closing papers when given the chance.

Desired Settlement: I would like a full refund from 3/9/15 to 7/24/15 as I was no longer using the homeowners insurance due to no longer living at this location.

Business Response: Thank you for sending the complaint filed by Mr. *********** *****, which we received on July 31, 2015.
We understand that he would like his homeowners insurance policy cancelled effective March 9, 2015,
and a premium refund. We appreciate the opportunity to address his concerns.
If Mr. ***** can provide closing papers showing he sold his home on March 9, 2015, we will consider
backdating the cancellation and providing an additional refund. We contacted Mr. ***** today and
informed him of the same.
If you have any questions about this information, you may contact me at I ###-###-####, Ext. ****.

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the time came for the renewal of my policy, Ameriprise informed me that they needed some information before they renew my policy. They needed a statement that no one other then my wife and I drive the vehicles and that they are not used for business use. They also needed a few pictures of the salvage title vehicle. And lastly, they wanted us to find a asi certified mechanic and pay them to do and inspection on the vehicle so that it is safe to drive(after we had it insured with them over 5 months). I faxed them the statement and confirmed that they received it. Then i started looking for a certified mechanic that Ameriprise would approve and had a hard time with that. Went to sears auto, firestone, meineke, the dodge dealership service center(this is a 2013 dodge charger), and a few more little shop close to me. no one was certified how Ameriprise wanted them to be. Finally I was able to find someone out of state that was able to do the inspection. Last time i spoke with Ameriprise they informed me that as soon as they receive the inspection form, they will contact me by phone or mail to let me know that they received all the info or if they needed anything else from me. After a while from not hearing from Ameriprise, I decided to give them a call to see if they received everything they needed. The customer service rep said that they received the inspection form but no picture nor a statement from me. I confirmed with them earlier that they did receive it, they even read to me what I wrote. As for the pictures of the car, I did take them but forgot to email them to Ameriprise. Since they coverage stopped on 7/20 and I remembered to call them to check no the status on 7/22, they said they can't insure me, to go find another insurance company.

Desired Settlement: Since they never called me back after they received the inspection form to let me know if they needed anything else, they need to reinstate my car insurance policy. If they would have called me like they promised, they would have received the pictures on time. As for the statement that they claim the didn't receive, they did get it and one of the reps confirmed and even read back to me the statement that i faxed them. After me going through all that trouble of finding a mechanic out of state for the inspection and paying them, I can't believe that they would cancel the policy one me. And the inspection was not free and Ameriprise made it clear that they wouldn't reimburse for the inspection that only they wanted. Bottom line, Its unfair that after all this trouble they still cancel the policy on me. They need to reinstate the policy and reimburse for the inspection that they required me to do.

Business Response: Thank you for sending the complaint filed by ****** ***********, which we received on July 22, 2015.
We understand that he would like a more detailed explanation of why the policy was not renewed. We
appreciate the opportunity to address his concerns.
We requested additional information from Mr. *********** prior to offering his renewal. Unfortunately,
we did not receive the requested information and !he policy was scheduled to non-renew. Mr.
********** contacted us to determine what information was required to continue his coverage. We have
since received the requested information, and the policy was renewed and Mr. ***********'s coverage
continued.

8/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being penalized, asked to pay for policy in full, because the company was not able to collect my monthly payment. This was an issue since the credit card I use was breeched and reissued by my credit union. This is a matter that was not my doing and out of my control. However, when I contacted the company to resolve this issue I was told that there was nothing they could do. I am being faulted for issues that were not my doing. Credit cards that are breeched and used fraudulently so now I am labeled as a late payer. I have otherwise been on time with my account and do not appreciate that I am faulted for an issue that is out of my control.

Desired Settlement: That I am allowed to continue to pay my policy via monthly payments and maintain an automated payment for my plan rather than a lump sum like they are asking.

Business Response: Thank you for sending the complaint filed by Mr. ***** *****, which we received on July 29, 2015.
We understand that he disagrees with our decision regarding his payment plan. We appreciate the
opportunity to address his concerns.
After a reviewing Mr. *****'s policy, we fonnd that he has had three payment reversals within the past
year. Because there has been more than one credit card decline within the past 12 months, we require the
balance of $628.87 to be paid in full.
Upon his next renewal, Mr. ***** will have the option of returning to automatic monthly installment
payments.

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,

***** *****

 

 

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
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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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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. ******** ******


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