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In Wisconsin

BBB Accredited Business since

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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 16 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 116 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

116 complaints closed with BBB in last 3 years | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 22
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 81
Total Closed Complaints 116

Customer Reviews Summary Read customer reviews

19 Customer Reviews on Ameriprise Auto & Home Insurance
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 18
Total Customer Reviews 19

Additional Information

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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

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

These agencies may include:

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

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

Type of Entity

Corporation

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

Additional Locations

  • 3500 Packerland Dr

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

  • 1
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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 535-2001(Phone)
  • (800) 872-5246(Phone)
  • (888) 239-9953(Phone)
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Complaint Detail(s)

7/2/2014 Problems with Product/Service
6/26/2014 Advertising/Sales Issues
6/20/2014 Billing/Collection Issues
6/14/2014 Problems with Product/Service
6/14/2014 Problems with Product/Service
6/7/2014 Problems with Product/Service
6/4/2014 Problems with Product/Service
5/30/2014 Billing/Collection Issues
5/21/2014 Delivery Issues
5/16/2014 Problems with Product/Service
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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

**** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

****** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

******* ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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

Desired Settlement: Just the full refund of this unauthorized transaction

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

  Dear Mr. ******* **********

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

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

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

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

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

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

Dear *******,

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

Regards,
*******

Business Response:

Hello

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

Thank You!

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

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

Sincerely yours in Christ,

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

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

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

 

 

 

 

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

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

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

Business Response:

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

Business Response:

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

Dear Sir or Madam:

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

Consumer Response:

Better Business Bureau:

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

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

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

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

Regards,

*** **

Business Response:

May 2, 2013

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

Business Response:

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

Business Response:

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

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

Service Request on October 8, 2012

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

Service Request on January 22, 2013

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

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

Consumer Response:

Better Business Bureau:

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

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



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

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



Service Request on January 22, 2013

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

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

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

 

Regards,

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

 

 

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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


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

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

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

THANKS.

Business Response:

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

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

Consumer Response:

Better Business Bureau:

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

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

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

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

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

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

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

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

Consumer Response:

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

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

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

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

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

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

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

Best Regards,

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

 

 

 

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

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

Consumer Response:

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

Better Business Bureau:

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

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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


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


Best regards,

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



Exhibit A:

Mr. XXX XXX

Better Business Bureau

10101 W Greenfield Ave., Ste. 125

Milwaukee, WI 53214


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

Our Claim Number:XXX

Date of Loss: October 15, 2012

NAIC Number:29068 - IDS Property Casualty Insurance Company


Dear Mr. XXX:


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

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

opportunity to address his concerns.

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

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

reach an amicable settlement agreement.

We anticipate this matter being resolved soon.

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

Sincerely,


XXX XXX

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

Claims Department



 

Exhibit B:

 

From: ACE5 [mailto:*************] 

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

To: XXX

Subject: Re: Claim XXX

 

Claim No.: XXX

Insured: XXX XXX 

Policy No.: XXX

Date of Loss: October 15, 2012 

 

Hello XXX: 

 

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

 

Sincerely, 

 

XXX XXX 

Claim Representative   

IDS Property Casualty Insurance Company     

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

 

01/15/2013 09:08 AM

To ACE5 <*************> 

Subject Re: Claim XXX

 

 

Good morning XXX, 

 

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

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

 

Thanks,

 

--XXX

 

 

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

 

 

 

Claim No.: XXX

Insured: XXX XXX

Policy No.: XXX

Date of Loss: October 15, 2012 

 

Hello XXX : 

 

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

 

Sincerely, 

 

XXX XXX

Claim Representative   

IDS Property Casualty Insurance Company     

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


 

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



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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

 

Business Response: February 5, 2013

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

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

 Dear Mr. **********:

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

 

Consumer Response: Dear BBB  Officer,


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

Thanks and regards,

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

Business Response:

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

IDS Property Casualty Insurance Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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


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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

Business Response:

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


Dear Ms. ******:


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

Consumer Response:

Better Business Bureau:

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

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

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

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

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

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

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

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


Regards,

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

 

 

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

Dear Ms. ******:

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

****** *****

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

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

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

Desired Settlement: Make clear apology

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

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

******* ****

 

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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


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


Regard,

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

 

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

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

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

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

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

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

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

Sincerely,

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

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

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

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

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

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

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

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

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

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

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

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

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

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

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

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

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

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

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

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

Consumer Response:

Better Business Bureau:

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


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

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

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

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

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

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

Regards,

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

 

 

Consumer Response:

Better Business Bureau:

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

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

 

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

Regards,

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

 

 

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have apartment insurance policy with ameriprise for about two years. i also have auto insurance policy with them for over 5 years. never late with my payments. On monday oct,29 th 2012 hurricane sandy hit the east coast. as a resident of n.j. i lost my electricity in my apartment complex. my electricity did not come back on until friday november 2. no electricity means no hot water, no heat,and my stove is electric. it does not help that i am totally disabled. On tuesday, october 30th 2012, i called Ameriprise to find out what my policy ( no. **********) and to see if there were any provision within the policy to cover staying at a hotel during the crisis. my first time calling to find out what was covered and what was not i had no idea. however the representative told me no the hotel was not covered. however the representative shared with me that i would be covered for any food spoilage up to five hundred dollars. Once that was explained to me i was told that they would have another rep reach out to me in order to place ( claim no. ***********. i was told that i would be contacted in two days. after 4 days and no one contacting me i called back and asked to speak to a supervisor. i spoke toa MR. ******, and told him that i needed to place a claim for 402.00 dollars. thats how much i spent on food.i also informed him that i had spoke to a rep. a few days earlier. once this was explained to MR. ******, HE SAID HE WOULD HAVE TO GET BACK TO ME. He called me back the very next day,he told me that i was not covered for the food spoilage. when i asked him how could i know the exact amount of food spoilage if this was not told to me. he hesitated to respond to me and had no answer. he said he spoke to the rep and this was never told to me. someone is not telling the truth. when he hesitated when i told him that how would i knew the exact amount for food spoilage, speaks for itself.

Desired Settlement: pay for the food or at least go half for the food.refund money

Business Response: Thank you for sending the complaint filed by Mr. ******* *******, which we received on November 20,
2012. We understand that he disagrees with our decision regarding the claim. We appreciate the
opportunity to address his concerns.

Mr. ******* reported a claim on October 31, 2012 and asked if his food spoilage would be covered due to
the power outage caused by Hurricane Sandy. We apologize that he was given incorrect inforn1ation
regarding his coverage during his first phone call with us. His Tenant Policy with IDS Property Casualty
Insurance Company does not cover any expenses associated with power failure if the failure occurs off
the residence premise.

We responded and communicated with him as soon as the file was assigned to a claim representative. We
followed up with a letter sent directly to Mr. ******* on November 7, 2012.
If you have any questions about this information, you may contact me at I ***** ********* **** ****.
Sincerely,

**** ** ******
Division Manager-Homeowners
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ******* *******
Village of

Consumer Response:

Better Business Bureau:

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

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

Regards,

******* *******                     they said they asked there rep if i was told that amount for food would be covered. they said that the person never said that. my only contention is that how would i know trhat exact amount if i was not told that. they are not telling the truth. there is no way i can do anything else, because it is their word againt mine. it is just a shame that a company would lye like that. Corparations do this all the time. after dealing with hurricane sandy and now dealing with a lying company.  there is no justice. thank you

Business Response: Thank you for sending the follow-up complaint filed by Mr. ******* *******, which we received on
December 4,2012. We understand that he continues to disagree with our decision regarding his claim.

We appreciate the opportunity to address his concerns.
As we said in our initial response, we apologize that Mr. ******* was given incorrect information
conceming his policy when he originally called in the claim. As soon as the file was assigned to a Claims
representative, we explained to Mr. ******* that food spoilage due to a power failure that occurs off the
residence premise is not covered by his policy.

Unfortunately, our decision remains unchanged.
If you have any questions about this infomlation, you may contact me at 1 ***** ********* **** *****
Sincerely,
**** ** ******
Division Manager-Homeowners
IDS Property Casualty Insurance Company
Ameriprise Auto & Home Insurance
cc: Mr. ******* *******
Village of

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My live in boyfriend, ****** ******* was added to my car insurance policy without my approval. A representative from Ameriprise by the name of **** ******* telephone number *************, left me a message stating, that they will not remove ****** ******* from my policy ,because we are married. I informed them that I am not married to him.Please help me get my live in boyfriend off of my insurance policy.

Desired Settlement: I want a letter from the insurance stating,that he has been remove from my policy.

Business Response: Thank you for sending the complaint filed by Ms. *** ***** ********, which we received on October 1,
20 12. We understand that she would like a more detai led explanation as to why Mr. ****** ******* is
listed as a driver on her policy. We appreciate the opportunity to address her concerns.
On September 12,2012, we received a call from Mr. ******, and he infonned us he was ***'s husband,
and he wanted a quote on automobile insurance. Ms. ******** then informed us she was not married to
Mr. ******, but that he did reside in her household and did not have his own vehicle or insurance. We
infonned Ms. ******** that because ******* has a valid driver's license, has access to the insured
vehicles, and he is not insured on another policy, we need to list him on her policy. Ms. ******** then
stated Mr. ****** is renting a room and does not reside with her. We infornled her that if they could
provide proof of residency or proof of insurance for Mr. ******, we would be able to remove him from
the policy as a driver.

On September 17, 20 12, Ms. ******** contacted us to say she was concerned that we had her listed as
married on her policy; we confirmed that she and Mr. ****** are not listed as married on the policy. She
asked us to provide email verification of this, which we did. Ms. ******** has now confirnled that she
does reside with Mr. ****** and accepts that he must be listed as a driver on the policy.
If you have any questions about this information, you may contact me at I ***** ********* **** ****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Insurance claim on an rv involving collision, subsequent water damages. Water damages noticed first, denied claim on basis of wear and tear. Found physical damage from a collision that cause the water issue. Asked for review claim with new information and photos sent. Numerous phone calls back and forth, appraiser came and documented the damages. At 3 week mark and no answer about coverage. Estimate of repairing facility submitted. Seem to be dragging feet. Mentioned multiple times thanks for your patience about time for claim. Yet still won't accept claim.

Desired Settlement: Accept the estimate and approve the repairs.

Business Response: Thank you for sending the complaint filed by Mr. ******** ******, which we received on September 20,
2012. We understand that he feels there was a delay processing the claim. We appreciate the opportunity
to address his concerns.

Mr. ****** filed a claim for water damages to his 2008 Tahoe Vortex recreational trailer. We dispatched
an appraiser on August 29, 2012 to confmn the damages. We received the appraisal report on September
11,2012. The appraiser said there was water damage, but it had occurred over a long period of time
causing ongoing interior water damage and mold. The appraiser could not confmn the specific area
where the water leak originated. On September 14, 2012, we asked the appraiser to re-inspect the trailer
to find the specific cause of the leaking water.

On September 20, 2012, we obtained additional photos of the damages, and we discussed them with the
appraiser. It appears as though there was some type of collision to the trailer, causing a leak quite some
time ago. Mr. ****** attempted to patch the damages with inadequate material, which was clearly a
temporary fix and not meant to be pennanent. However, the damages were never patched properly, thus
it caused continual interior leaking, which eventually led to the mold damage.

Currently, we are waiting for estimate for the impact damages to the trailer, as we agree we owe for
collision damages. We do not owe for the water and mold damages to the interior of the vehicle that
occurred over time, because they could have been avoided if Mr. ****** had taken measures to properly
mitigate his damages.
We understand that Mr. ****** is frustrated with the length of time it took to resolve this claim. It is
always our intention to resolve all claims as quickly as possible, but we need time to investigate the loss,
coordinate inspections, and to obtain and review reports. However, we genuinely regret that this claims
experience has not met his expectations. We understand that this is not the outcome that he would have
liked; but, our decision remains unchanged based on the facts of our investigation and the policy
exclusions.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Premium is increased from $480 to $751 all of sudden which is about 70% rise. When called they just say a lot of factors (like my state and city) went into rise but declining to provide me clear data. They say it is state wide increase - but can it be raised by 70% in one shot? How any one can increase charges by such percent without sufficient details or prior notice to customers? Only thing they kept saying is "we apologize but can not disclose details".

Desired Settlement: Review my account again and adjust premium and make a policy to send notice to customers when there is increase in premium with proper details / disclosures.

Business Response: Thank you for sending the complaint filed by Mr. **** ********, which we received on September 7
20 12. We understand that he would like additional detai ls surrounding a change in premium. We
appreciate the opportunity to address his concems.

For the policy period effective October 13, 20 II to October 13, 20 12, Mr. ********'s policy premium
was $471.00. When his policy renewed forthe policy period October 13, 2012 through October 13, 2013,
the policy premium changed to S751.47 which represents a 59.5% increase.
The change to his premium was due to a recent rate revision that was fi led with the Virginia Department
of Insurance and became effective on June 2, 2012. Several changes were made with this recent revision,
including revising our entire rating methodology to better match the rates we charge to the unique risks
presented by each set of policy characterist ics. The real iglU11ent of our rates affects each policyholder
differently based on the individual characteri stics of their policy, and the result of this rate revision to Mr.
********'s policy was an overall increase.

We do notify policyholders about upcoming rate revisions through infonnation in their renewal packet;
however, specific details about rating factor changes are not provided to each and every policyholder as
each and every situation is unique. However, in general, some of the items that affected Mr. ******** 's
policy premiw11 were revisions to the territory definitions and territory relativities, construction factors,
insurance amount relativities, deductible factors and endorsement premiums.

Please note, this is the fi rst filed rate revision for our Virginia home product since May of 2006.
Mr. ********'s policy was rated correctly according to the filed rates, and he does receive discounts for
having: smoke alarms, deadbolts, and a Costco membership. In addition, he now qualifies for a discount
for eight years of tenure, which was a new discount added with the recent rate revision.

If you have any questions about this information, you may contact me at I ***** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was struck in the rear of my vehicle and the insured's insurance company that struck me is refusing to compansait for my medical bills. I have contacted them several times and now I am being told it is past the 2 year statue of limitations. I feel that their customers should be aware of the stall tactics

Desired Settlement: I would like it to be known to the policy holders of Ameriprise of the stall tactis of this company.

Business Response: Attached is our response to this complaint.  This response was mailed to your office on August 17, 2012 and a copy of it mailed to Mr. ***.

Business Response:

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

BBB Of Wisconsin

1010 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re:

 

Complainant:

 

Complaint ID:

Our

 

Claim Number:

 

Date of Loss:

NAIC Number:

Dear Ms. Juedes:

AMERIPRISE AUTO

 

& nOME

 

Timothy

 

J. lie

 

9168890

121989S.R659

July

 

17, 2010

 

~002/003

A

 

mer·lp·r lS~e~

 

Auto

 

&-Home

Insurance

 

 

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

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

 

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

AmeripriSe

Insurance Company

IDS Property Casualty

Insurance Company

29068 - IDS Property Casualty Insurance Company

Thank you for sending the complaint med by Mr. ******* **, which we received on August 13, 2012.

We understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to

address his concerns.

This loss resulted from a rear-end collision

 

that occurred on 1-** ** ********* *******. Our policyholder,

 

who was operating * **** ******* *********, struck the rear of the vehicle Mr. Ile was operating, which

was a **** ******* *******, owned by Rowland Transportation, Inc. We received the damage estimate for

this vehicle in the amount of$497.04, which we promptly paid.

Our initial communication concerning Mr. **'s injury claim was conducted **** ********, P.A. because

they were representing him in this matter. We received medical documentation from ******** ***. on

November 7, 2011. After reviewing

 

this information, we had concerns regarding the causal relationship'

 

of the medical treatment received and the above-listed accident. Therefore, we requested additional

information to include prior medical records. On April 24. 2012, we received a letter from ******** * *A.

informing us that they were no longer representing

 

Mr. *** We then attempted to contact him directly.

 

We sent two letters to

 

Mr. *** on Apri124, 2012. One letter requested that he contact us for further

 

discussion of his claim. The second letter was sent infonning him of the Statute of Limitations in

Georgia. A discussion with the claims representative.

 

*** **********, followed on April 30,2012, at

 

which time Mr. TIe confirmed receipt of the letter outlining the Georgia Statute of Limitations. We sent

an additional letter to

 

him on May 1. 2012 explaining that, according to Georgia law, he has two years

 

from the date of loss to take appropriate legal action to preserve his

 

right to bring a bodily injury claim. It

 

is our understanding that no such action

 

has been taken by Mr.**. Because this accident occurred on

 

July 17, 2010, appropriate legal action would have needed to be taken by July 17, 2012. We have

previously informed Mr. Ile of our decision.

09/05/2012

 

14:30 FAX *********** AMERIPRISE AUTO & DOME ~003/003

 

Page 2 of2

BBB Complaint ID: *******

We have instructed Mr. ** to provide us with any additional infonnation to confirm that he took

appropriate action to preserve his right to make a bodily injury claim.

 

If you have any questions about

 

this information, you may contact me at ###-###-####. Ext. *****

Sincerely,

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

Divisional Manager - Bodily

 

Inj ury Claims

 

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

cc: Mr. *******  

** **

 

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

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased a new car in February of this year. When purchasing the car we switched our Insurance carrier for the new car as well as our previous car to Ameriprise. We included full collision on both cars. After switching our older car we were told by Ameriprise that we would have to go get pictures taken of the older (**** **** ******), which in turn we did. Ameriprise then sent a questionnaire to be filled out, one of the questions asked if the **** has any damage. My wife being honest informed them that there was a 3 inch cosmetic dent above the rear driver side wheel well. This prompted Ameriprise to require an estimate to be done for the damage. Also apparently this dent was so miniscule that whomever at Ameriprise reviews these things didn't even notice it. So we went to the local auto collision shop and the estimate was for $1,000. We sent the estimate to Ameriprise and we were then told by email that they were dropping the collision on the **** ****** until we got it fixed. Having no money due to having to defend my wife with lawyer's over an Identitiy theft case against her mother, I was forced to continue to drive the car even though it still had a lean. For the following 5 months Ameriprise would send emails and letters requesting us to fix this **** ******, and asked if we had an idea on when we were going to get it fixed. During this time my wife spoke to a rep and they actually informed her that the **** had collison and that it was the **** ***** (the new car) actually didn't have collision. My wife informed the rep that that was a mistake and that the **** was the one that didn't. The rep agreed to correct that mistake. It is now August and we finally got the money together to get the **** fixed and my wife called to find out what they would need to reinstate the collison, and she was told that it was the **** didn't have collision. This time my wife confirmed that with a manager. So apparently, the **** didnt have coverage the whole time and the **** did.

Desired Settlement: I would have never fixed such a miniscule dent for $1,000 and was forced to by Ameriprise for apparently no reason since the **** always had coverage. The reason they dropped the collision on the **** was apparently because there was never any pictures taken of it. Not only do I find it rediculous to require pictures taken of a new car with 0 miles, to prove no damage. But this "requirement" was never conveyed to us at no point by Ameriprise. Considering the circumstances I would my $1,000 back

Business Response:

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

Better Business Bureau of Wisconsin

 

10101 W. Greenfield Ave., Ste. 125

 

Milwaukee, WiI 5321 4

 

Re: BBB File Number:

Complainant:

 

Policy Number:

 

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

 

BX0715

 

 

1742

 

A

..

 

 

~ menpnse ~

 

Auto & Home In surance

 

 

 

3

 

 

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

 

** ***** ** ********** 

 

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

 

Ameriprise

 

Insurance Company

 

I

 

 

DS Property Casualty

 

Insurance Company

 

NAIC Number: ***** - IDS Property Casualty Insura nce Company

 

ty

Dear Ms. ******:

 

Thank you for sending the complaint filed by Mr. **** ******, which we received on August 23, 2012.

 

We understand that he would like a detailed explanation surrounding the coverage changes on his policy.

 

We appreciate the opportunity to address his concems.

 

On FeblUary 9,20 12, we spoke with Ms. Matzen and bound coverage for the 2009 Ford Taurus and the

 

2012 Ford Focus, effective for February 10, 2012. During the process of binding the coverage, we

 

explained to Ms. ****** that an inspection by CARCO was needed for both of her vehicles, as required by the State of New York. .

 

In order to obtain physical damage coverages (commonly called Comprehensive and Collision coverage),

 

*** **** law requires a professiona l, physical inspection of all vehicles six years old and newer. If an inspection is not completed, we are not allowed to offer Comprehensive and Collision coverage. We also mailed notification to Mr. and Ms. ****** that the CARCO inspections needed to be completed by February 15, 2012. When we received the application for the insurance, it was noted that there was damage to the TaUius. On February 27, 2012, we spoke with Ms. ****** regarding the damage to the TaulUs, and she infonned us they would be getting an estimate on the damage. We did follow-up to COnfil111 that the damage on the ****** was going to be repaired, and we asked them to provide proof of the repairs. We did not suspend coverage on the ****** in an effort to allow the client time to complete the repa irs. On March 15, 2012, we sent a notice explaining that the Comprehensive, Collision and Rental coverages were suspended on the *****, effect ive March 15, 20 12, because we did not receive the CARCO inspection confirmation On June 15, 2012, Ms. ****** informed us they were planning to have th****** repaired by the end of sun1mer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameriprise claim no. ************* Description of incident Ameriprise’s insurance client, ******** ****, struck my vehicle’s driver door on 7/22/2012. My vehicle was fully parked next to the curb. Before I planned to open the door from the driver’s seat, I looked and checked very carefully for any oncoming traffic. There were no oncoming cars approaching, and I proceeded to open the driver door slowly. All of the sudden, her speeding vehicle struck my already open driver door and caused damage to the door, heavy enough that the door cannot be closed and the car can no longer be used for any means of transportation. Cause of incident It is undeniable that your insurance driver was driving at an excessive speed otherwise the damages sustained would not be that heavy. Also, this road was blocked off for pedestrians shopping in the weekly Sunday farmer’s market, further lowering the speed limit for the area. She failed to pay attention to the road and surroundings, and drove too close to the parked car. Therefore, your client is at fault for inflicting damages to my vehicle door, and I request my vehicle’s door to be restored to its condition prior to the loss.

Desired Settlement: My request is to have the Ameriprise insurance co. to pay for the property damage that her client has caused on my park car. Initially, they were delaying my request for settlement and did not response until weeks. I have negotiated with them many times. Currently, they only agreed to pay for 20% of the liability. They should 100% responsible for the damage and have my vehicle's door to be restored to its condition prior to the loss at their expense.

Business Response:

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

BBB of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re: BBB File ID:

Our Insured:

Complainant:

Date of Loss:

Our Claim Number:

NAIC Number:

Dear Ms. *******

 

*******

 

** *** 

 

& ******** ******** ****

 

July 22, 2012

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

A

..

 

4 merlprlse~

 

Auto

 

&

Home Insurance

 

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

MC:

 

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

 

Mailing Address:

**** *** ****

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

ameriprise.com/svc

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Ms.**** ****, which we received on August 10,2012.

We understand that she disagrees with our determination of liability. We appreciate the opportunity to

address her concerns.

Ms. **** believes we improperly denied 80% of her property damage claim. Our decision regarding

liability was based on our investigation of this accident. Our investigation included a recorded statement

from Ms. Wong that was provided by her insurance company, *****, and a recorded statement that we

obtained from our insured, ******** ****, regarding the facts of loss. We also reviewed pictures of the

damages to both vehicles. There were no independent witnesses to the accident and there is no police

report for the incident.

We make every effort to conduct a complete investigation of each accident to fairly detennine liability.

After reviewing all the evidence, it is clear that Ms.**** was the proximate cause for this accident based

on ********** vehicle code*****, which states: No person shall open the door of a vehicle on the side

available to moving traffic unless it is reasonably safe to do so and can be done without interfering with

the movement of such traffic, nor shall any person leave a door open upon the side of a vehicle available

to moving traffic for a period of time longer than necessary to load or unload passengers.

We did apply 20% of the liability to our insured for inattention and failure to take evasive action.

Based on our investigation, we have offered to pay for 20% of Ms. ****'s damages. We will also cover

20% of any supplements for repairs and rental expenses.

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

Sincerely,

*** *******, Division Manager

Claims- Western Operations

IDS Property Casualty Insurance Company

cc: Ms. **** ****

 

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

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

 

Page 2 of2

BBB

 

File ID: *******

 

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,

 **** ****

 

 

Business Response: This information does not change the status of this claim, it was taken into consideration before responding to the original complaint.

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


This is with regarding the auto accident causes by Ameriprise insurance driver.  My car was parked on the curb, and I was ready to get off the car after I checked for any oncoming traffic before I open the door.  There was no car approaching.  Suddenly, Ameriprise insurance driver was speeding and drove so close to the park car and damaged my door.  The road is wide enough for the driver to pass safety.  I do not agree the Ameriprise insurance client is only liable for 20% as they have offered.  I have also checked with City of Fremont Police Dept traffic official, and my owner insurance co. (*****) by providing all the relevant info, and road conditions.  They pointed to the Ameriprise insurance driver is at fault, and they should be 100% liable for the damage of my car door.  My request is to restore the door to its condition prior to the loss.   I have tried faithfully and patiently to negotiate with Ameriprise insurance for this property damage for over a month, but they refuse to fully honor their insurance obligation.  I also included a copy of details report that I have sent to Ameriprise insurance about this accident, and I sincerely hope your assistant may help us to resolve this dispute.  Again, thank your so much for your consideration and assistance.

Regards,

**** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/31/2012 Problems with Product/Service
7/31/2012 Problems with Product/Service
7/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is regarding auto policy # **********. I had called on 5/30/12 to inquire on the status of a refund that was due to my cancelling my insurance policy on 5/16/12 (the policy was set to end on 6/1/12). I was told that I would be refunded $42.73 within 3 to 4 business days. After not having gotten the refund, I called again on 6/13/12 and spoke to someone named **** (if I recall correctly). He said there was a glitch in the system and that they've put the order in again and I would be refunded within the 3 days. After having not gotten the refund, I called again a week after that and spoke to Tiana (if I recall correctly) and was told they would "force" the refund through and I would have it within 3 business days. To today's date I still have not received the refund.

Desired Settlement: The proper refund of $42.73 back to my bank account.

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re:

 

BBB File Number:

 

Complainant:

Policy Number:

NAIC Number:

Dear Ms.******:

*******

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

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

 

Auto

 

6- Home Insurance

 

 

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

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

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

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Mr. ****** *******, which we received on July 5, 2012.

We understand that he would like an explanation of why he has not received his refund for $42.73. We

appreciate the opportunity to address his concerns.

On May 24,2012, we received a request from Mr. ******* to cancel his auto policy effective May 16,

2012. The cancel was processed and a $42.74 credit was scheduled to go back to his checking account.

Due to an error on the account, the credit did not produce. We have tried multiple times to process the

credit back to his account, but we have been unsuccessful.

Therefore, on July 9,2012, we sent check #******* for $42.74 by United States Parcel directly to Mr.

*******. We also contacted Mr. ******* and apologized for the delay

 

in the refund and any

 

inconvenience we have caused

 

him

 

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

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is *** ****** and I’m the son and Power of attorney for ****** ****** who is 71 and blind. I have been working on his behalf to acquire homeowners insurance and have encountered the following problem. On 6/22/2012, as requested by ***** ******** from the insurance underwriter Ameriprise, I emailed layla @ Layla.a.juntunen@ Ampf.com my joint checking account information so they could start debiting our checking account for my father’s home owners policy: Dear Layla, Please make the effective date of our policy 6/25/2012, I am cancelling my Allstate Policy effective 6/26/2012. My checking account is with Wells Fargo: routing # ********* account # **********. Please add my son and power of attorney *** ****** SS#*Word Rejected* to the policy title. Thank you, ****** ******/ *** ******- Power of Attorney The Next Day I received the following message From my agent Progressive: Purchase confirmation Dear ******, Thank you for purchasing a home policy from Progressive Home Advantage®, underwritten by IDS Property Casualty Insurance Company. PURCHASING INFORMATION Purchase Date: Policy Type: Policy Number: Policy Premium: Effective Date: 6/22/2012 Home ********** $889.53 6/23/2012 In a phone conversation with ***** she told me that my $889.00 annually would be automatically deducted from our checking account in the following manner: on 6/26/12 $149.00 plus $1 processing feefor the 1st and 2nd months and then $74 plus $1 Processing fee per month for the remaining 10 months(we also have a letter stating this). I then cancelled my existing policy to take effect on 6/26/12. On 7/06/12 I received a cancellation notice from Ameriprise Insurance for failure to pay and that in order to have it reinstated I would have to pay a years premium in advance. I called Ameriprise and spoke with ********* *******, who after investigating the situation found out that although I sent them the correct account information Ameriprise entered my checking account incorrectly and therefore the debit they sent to my bank was declined. Because of their mistake I had no homeowners insurance from 6/23/2012 thru 7/06/2012. ********* told me that it was their mistake and that they would take care of it. The following emails followed:: On 07/07/12, *********.L*****************wrote: ***, have updated all info. Pending CNX removed. Letter will be sent to parents & Wells Fargo. Payment of 162.73 will be applied 7/27. Payments of $81.87 will be taken each month on the23rd going forward. Any questions ,please let us know. ***** My Response: To:*********.L.*******@******** What are you talking about. $162.73 ? 81.87? I have an email from Progressive 6/23/12 stating $889, to be taking out as follows: $149, for the first two months and $74 per month after that. You do not have permission to take out any more than was originally agreed upon. I can't believe your company. ***** later responding to my cancellation inquiry: From: ************************* Date: Jul 7, 2012 4:50:32 PM Subject: Re: Why is my policy********** being cancelled To: sidneygeffen@verizon.net ***, I was unaware the policy was being set to cancel. I just checked on the file and it looks like the account is in active status and the information has been updated. I apologize for my keying error. Finale Response from Betty: From: *********.L.*******@ampf.com Date: Jul 7, 2012 6:41:58 PM Subject: Re: Re: Fwd:Sent to ***** on 6/22/12 to start policy quote BH01258833 To: sidneygeffen@verizon.net Your concerns have been forwarded to a supervisor who will address them, particularly the fact that the representative entered the information incorrectly regarding your parents checking acct info. We will do all in our power to get this rectified for them. > > > > > > > This was the last email I received on 7/7/12 and have not heard back from them since. Since they never debited my account as agreed and I refuse to pay more for their new policy, I have to assume I currently have no homeowners insurance? According to these emails ***** at Ameriprise was able to fix their own error by reinstating my parents policy at a higher rate. What kind of company admits their error in writing and then resolves their own mistake by charging their customer more for a product that was already contracted for at a lower price? Is this the way the entire insurance industry works? Sincerely *** ******

Desired Settlement: Since it was there mistake in the first place I would like For Ameriprise to reinstate my policy on the originally agreed upon terms of $889 debiting my account for $149 for the first two months premium and $74 for the remaining 10 months. In addition I would like an apology letter sent to my parents and I, written and signed by the President of Ameriprise with a brief explanation as to why they made the mistake and why their solution to their error was to charge us more.

Business Response:

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

Better Business Bureau

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 532 I 4

Re:

 

BBB File Number:

 

Complainant:

NAIC Number:

Dear Ms.******:

*******

Mr. *** ******

 

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

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

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

Ameriprise

 

Insurance Company

IDS Property Casualty

Insurance Company

***** -

 

IDS Property Casualty Insurance Company

 

Thank you for sending the complaint filed by Mr. *** ****** on behalf of his father, Mr. ****** ******,

which we received on July 10,2012. We understand that he feels his recent experience with our company

was not favorable. We appreciate the opportunity to address his concerns.

We acknowledge that our Sales agent entered the incorrect checking account infonnation into our system.

However, the original premium Mr. ****** was quoted has not changed. The higher rate stated in the

email he received on July 7, 2012 was not accurate. The annual premium is still $889.53.

In

 

*****, we charge the first two months of premium at the time of purchase. We have withdrawn

 

$149.20 for those two months ($74.10 per month, plus a $1 processing fee). Going forward, Mr. ******

will have ten remaining payments 0[S74.13 (Plus a $1 per month processing fee). The first of these

payments will be withdrawn on July 31, 2012. If needed, our Sales agent, Ms.***** ******** would be

happy to provide further clarification regarding the payment schedule to *** or ****** ******. Ms.

******** may be reached at 1 (***) ********.

We have also provided Mr. ****** and his son a letter of apology from our company president. A copy

of this letter is enclosed.

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

Sincerely,

 

****** ****

Sales Manager

IDS Property Casualty Insurance Company

 

Mr. ****** ** ******

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

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

Re: Home Policy **********

 

Dear Mr.******,

 

Auto

 

 

 

 

Ii'

Home Insurance

 

 

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

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

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

Ameriprise Insurance

Company

IDS Property Casualty

Insurance

 

 

 

 

Company

 

It

 

has come to my attention that your recent experience with our company has not met your expectations.

 

I would like to thank you and your son for taking the time to share your feedback, and I appreciate the

opportunity to address your concerns.

We acknowledge that your Sales agent entered the incorrect checking account information into our

system. I genuinely regret that you - and your son - have had to spend unnecessary time contacting our

company and your mortgage company to remedy this situation.

I want to assure you that the original premium you were quoted has not changed. The higher rate stated

in the email you received on July 7, 2012 was not accurate. Your annual premium is still $889.53.

In

 

*****, we charge the first two months of premium at the time of purchase. We have withdrawn

 

$149.20 for those two months ($74.10 per month, plus a $1 processing fee). Going fom'ard, you will

have ten remaining payments of$74.13 (plus a $1 per month processing fee). The first of these payments

will be withdrawn on July 31, 2012. 1 regret if your payment schedule was not adequately explained to

you. Our Sales agent, Ms. ***** ******** would be happy to provide further clarification to you or your

son if needed. Ms. Juntunen may be reached at 1 (***) ********.

I apologize that your initial interaction with our company was not a positive one. We acknowledge and

regret our error, and we look forward to the opportunity to demonstrate to you that this situation was not

consistent with the outstanding customer service we typically provide.

Sincerely,

 

Mr.

 

*** ** ******

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

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had homeowners insurance with Ameripirise for two years. We have never filed any claims. On June 16,2012 our air conditioner went out on us. We filed the claim the following Monday. We had not heard from them in several days(even though they claimed they would call us to let us know what was going on). So on Thusday June 21,2012 we called to get an update. Ameriprise claimed that they needed more time to look over our case and they would have an answer for us as to if they would cover the replacement of the air conditioning unit. We asked to be certain they did not need any paper work from us and they said no, that they had everything they needed. On the following Monday, we called again because they never returned our phone call to let us know what was going on with the claim we had filed. Several Ameriprise representatives told us that we needed to send in more paper work(although we had just asked them did they need anything else from us). At this point they told us it would be the following day after we sent in the paperwork. So far we have made 3 phone calls at this point and no one could give us an appropriate answer as to if our air conditioner would be replaced(it is also 100 degrees at this point, and about 95 degrees inside the house). We called again on Tuesday and Wednesday and still could get no answer out of this company. Thursday we called yet again. We finally were able to get in touch with an insurance adjuster who was assigned to our case. Our adjuster still could not tell us whether or not our air conditioner would be replaced. We had nearly gone almost two weeks without air conditioning. We finally were able to get a phone number to the insurance agent who was either ignoring our phone calls and did not care about her customers. Ms. Jennifer van Schindel never answered our phone calls and never returned our phone calls as well. We were with out air conditioning in 100 degree weather for two weeks and if they were not going to cover our air conditioner they should have just told us to begin with instead of dragging it on and on. This is the worst customer service we have ever experienced and I believe that they should be reprimanded for treating their customers this way.

Desired Settlement: We would like a letter of apology in detail stating why they are sorry and to ensure they will not treat other customers the way we were treated. In addition to the letter, we would like a check in reference to our suffrage and mental exhaustion we had to endure throughout this disturbing process.

Business Response:

Ms ***** ******

BBB of Wisconsin

10101 W. Greenfield Ave, Suite 125

Milwaukee WI 53214

Re:

 

DOl File Number:

 

Complainant:

Our Claim Number:

Date of Loss:

NAIC Number:

Dear Ms. ******:

*******

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

1504031

June 16,2012

A

..

 

4 merlprlse~

 

Auto

 

&

Home Insurance

 

 

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

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

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

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Mr. *******, which we received on July 10,2012. We

understand that he feels there was a delay processing the claim. We appreciate the opportunity to address

his concerns.

On June 16,2012 we received the above claim under Mr* ********* ***** ******** Special Form policy.

Contact was made the same day and the damage was inspected. We received a report on June 25,2012

which identified no evidence of lightning damage to the air conditioning unit.

Based on the field appraiser report we were unable to extend coverage for the loss. Mr. Hornick submitted

a technician report on June 26,2012. This report indicated that the unit was damaged by a power surge.

We followed up with the insured's contractor and they were unable to prove the damages to the air

conditioning unit. We advised the insured in our June 28, 2012 letter that based on the infom1ation

submitted on the claim it appears that the damage to the air conditioning unit was a result of wear and tear

and not a covered loss. We further requested that we would have our field appraiser meet with their

contractor to provide support for a covered loss.

A reinspection never took place and on July 09, 2012 we were advised by the insured the unit was not

damaged by a power surge. We regret that we were unable to provide this information to the insured

based on our evaluation of the air conditioning unit. Based on the investigation a denial for wear and tear

was sent to the insured on July 09,2012.

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

I am unsatisfied in the way my complaint was handled by the business. I was not asking for an explanation of what happened as this was already mailed to me. I am asking for an apology by Mrs. *** ******** in writing mailed to my residence and a voicemail explaining why I was treated this way at ###-###-####. I was treated like I wasn't important or even worth dealing with. My family was left in the 100 plus degree heat with no air conditioning while they took their sweet time responding to our issue. This has nothing to do with them taking care of the claim. This does have to do with the way the claim was handled.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/9/2012 Problems with Product/Service | Complaint Details Unavailable
6/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am submitting this complaint with Ameriprise Auto & Home Insurance Company on a claim that still needs to be resolved. We have filed a claim on April 13, 2012 concerning our**** ***** *** **** not working. We took the car to get first estimate and the shop came back telling us that the damage was caused by bad fuel. They recommended towing the car to a larger shop for second estimate and repairs. The second shop estimate was the same as the first one due to fuel contamination the car broke down and needs extensive repairs. After the costs (over $10,000) of fixing the car was introduced to Ameriprise they assigned different representative to handle our claim. From that moment on our claim processing time got longer and longer. We had to start the entire process all over, we had to repeat the interview and go over the details again. Ameriprise sent their adjuster three times to take photos and collect fuel sample. They couldn’t decide if they will cover repairing the vehicle or not, so they decided to collect fuel sample and send it for testing. We were told that testing will take up to two weeks and there is noting Ameriprise can do for us except waiting for the test results. We asked for a car rental so we can get to work but were denied and told that Ameriprise will not cover lost wages, car rental and shop storage. Waiting for the results turned from two weeks to over three weeks with no explanation of what caused the delay. Finally after 35 days since opening the claim with Ameriprise we got an answer about the anticipated test result. It was a big NO! Ameriprise decided that based on the test results they will not cover fixing our vehicle. Testing company came back with the fuel “moderately contaminated with water”. The certificate of analysis shows testing for gasoline and water only. I want to underline that Ameriprise also has photos of the fuel sample collected at the shop. It shows a jar with two layers, bottom layer is “ORANGE” and it’s 90% of the total volume. Top layer is diesel fuel and it’s 10% of total volume. Just by looking at the sample collected you can determine its not pure diesel. After talking to the shop we decided to do an independent testing of the fuel sample. The local laboratories came back with the test results after three days and the result was. “The sample consists of two layers diesel fuel, which is 11% of the total volume, and an aqueous mixture, which is 89% of the total volume. The bottom layer is a mixture of ethylene glycol (coolant) and water. 73% antifreeze represents the amount of antifreeze in the bottom layer. The remainder of the bottom layer is water”. After receiving our independent testing and having a professional opinion from two repair shops we think our insurance should cover the costs of repairs. This damage was done due to bad fuel (antifreeze/water) and we should not be responsible for the costs. One of the arguments Ameriprise wrote in their final summary was “The diesel fuel was moderately contaminated with water as would be expected in a vehicle in a high humidity area, such as Washington State”.

Desired Settlement: We would like for Ameriprise to be responsible for covering the costs of repairing the vehicle, cost of lost wages and costs of emotional distress due to lost wages.

Business Response:

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

BBB of Wisconsin

10101 W. Greenfield Ave., Ste 125

Milwaukee, WI 53214

Re: DOl File Number:

 

Complainant:

Our Claim Number:

Date of Loss:

NAIC Number:

Dear Ms. ******,

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

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

April 13, 2012

A

 

merlpr lSe

 

Auto

 

6-

Home Insurance

 

 

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

ameriprise.com/svc

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

2**** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Ms. ******* *****, which we received on May 30, 2012.

We understand that she feels there was a delay processing the claim. We appreciate the opportunity to

address her concerns.

This claim was reported on April 13, 2012. We advised Ms. ***** that we would dispatch an appraiser to

assess the damage to her vehicle at her repair shop of choice so that a proper diagnosis could be

completed. We received her shop of choice information on April 18, 2012, and we provided that

information to our appraiser the same day. The appraiser called us on April 20, 2012, and he said that

there appeared to be water in the fuel. Based on this information, we felt that there potentially could be a

maintenance issue. Because of this, additional investigation needed to be completed, and the claim was

transferred to our Property Damage department. A new adjuster was assigned, and we obtained a

recorded statement from Ms. ***** on April 23, 2012.

At that time, we did not know exactly what caused the damage to Ms. ******* vehicle. Over the next few

days, we discussed the file with our in-house experts and decided to have the fuel sample tested. The

sample was sent to an independent expert for a fuel analysis on April 26, 2012. We do acknowledge that

this process took longer than expected. However, we did try to keep Ms. ***** updated on the situation;

we contacted her six times by telephone between the date we sent the fuel sample for analysis and when

we received the results on May 17,2012.

We advised Ms. ***** of the results of our test: there was water in the fuel, which not significant enough

to be considered a level of contamination; therefore, we concluded it was a maintenance issue. Based on

that conclusion, it was not a covered loss. Ms. ***** said she would work with her repair shop to

complete further analysis. On May 22, 2012, we sent an email to Ms. ***** to ask if any additional

information was available and, if so, to send it to us for consideration.

Page 2 of2

DOl File Number *******

Upon receiving this complaint, we contacted Ms. ***** and asked her to send us the independent lab

results for the contaminated fuel. We reviewed her results and found there were inconsistencies between

our results and her own, which prompted us to contact experts to address the differences. After further

review, we agree with Ms. ******* results that there is an ethylene glycol and water mixture in her fuel.

We contacted Ms. ***** to discuss how the ethylene glycol could have been introduced to her fuel tank,

 

as our experts stated the only means would have been for it to be poured directly into the vehicle's fuel

inlet. Ms. ***** said she did not have any knowledge of how the substance entered her vehicle, and she

believed it was an act of vandalism. Therefore, we are affording coverage for this loss. We understand

that the vehicle has already been repaired, and we are in the process of collecting final receipts from Ms.

***** so we can promptly issue a reimbursement check.

We regret that Ms. ***** was frustrated with the length of time it took to resolve this claim.

 

It is always our intention to resolve all claims in a timely manner, but this situation was more complicated and

required more time to investigate and obtain results from external sources. Regardless, we apologize that

we did not meet Ms. Sasin's expectations during this process.

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

Business Response:

Dear Ms. ******

We have received your status request regarding your file number *******. I am writing to advise you that the response was sent Proof of Mail on 06/15/2012 and that you should receive our response shortly. Please contact us if you need any additional details our have any further questions regarding this complaint response.

Thank You!

Consumer Response:

Hello, 

I heard from the company we are working on resolving the issue. Still need more time to tell if it will be resolved.

ID *******

Thank you, 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2012 Problems with Product/Service
6/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The insurance company has wrongly denied my insurance claim. The agent for the company failed to properly investigate the claim and did not propely review my policy of insurance. I have not received a response to my concerns in writing,

Desired Settlement: Pay for the damages for my home which are covered under my homeowner policy of insurance. I also want an appology for the mishandling of my claim and for their failure to properly treat a policyholder.

Business Response:

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

BBB of Wisconsin

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

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


10

 

to I W. Greenfield Ave

 

Stc. 125

 

Amerlprise

 

Milwaukee, WI 53214

 

Insurance Company

 

IDS Property Casualty

Insurance Company

Re: BBB ID Number:

Complainant:

Our Claim Number:

Date of Loss:

NAIC Number:

*******

**** ******

t

 

***********

March 26, 2012

***** - IDS Property Casualty Insurance Company

Dear Ms. ******:

Thank you for sending the complaint filed by Mr. **** ******, which we received on April 30, 2012. We

understand that he disagrees with our decision regarding the claim. We appreciate the opportunity to

address his concerns.

On Apri130, 2012, we received a claim for water damage with a loss date of March 26, 2012. We

contacted Mr. ****** the same day to discuss his claim. Mr. ****** said his shower collapsed while he

was taking a shower. He contacted a contractor to repair the damaged area. Mr. ****** said that the

plywood under the shower pan was rotten. His contractor made the repairs prior to submitting his

insurance claim.

Mr. ****** did provide photos of the bath area showing the repairs were completed, but there were no

photos of the damage prior to the repairs. Because alI of the repairs were completed, we were unable to

inspect the area to determine the cause.

 

It is most likely that the rot was caused by a faulty shower pan

 

which led to deterioration and damage that occurred over an extended period of time.

After a review of the photos, the information Mr. ****** provided, and his policy stipulations, we

regretfully declined Mr. ******'s claim. For your reference, the applicable portions of his policy read:

Exclusions Portion of the Special Form Policy:

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:

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.

BBB 10 Number *******

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 ofa building necessary to repair the system or

appliance. We do not cover loss to the system or appliance from which this water escaped;

6. Continuous or repeated seepage or leakage of water or steam from within a plumbing, heating,

automatic fire protection sprinkler or air conditioning system or from within a household appliance

which occurs over a period of weeks, months or years;

Conditions - What to do in case of loss

If a covered loss occurs, the insured person must:

1. give us notice as soon as reasonably possible.

5. exhibit the damaged property to us or our representative, as often as may be reasonably required;

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

Sincerely,

**** ******

Division Manager Homeowners

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched to *********** car insurance and was looking to switch to *********** homeowners insurance (underwritten by Ameriprise) from ***** ****. ***** **** refunded their premium to me instead of putting it back into my mortgage's escrow account, so I was worried that my mortgage company would not cover the bill Ameriprise sent them for insurance (and in a timely matter.) I went to the Ameriprise website on May 9th at approximately 9:30AM CST to fill out information to pay for my insurance premium with a bank card, however they do not allow you to process the card immediately (you fill in the information and they send you a thank you email and that's it, no information as to when your card will be processed, who will be processing it... overall it's a bad system.) After filling the information out, I checked out my mortgage company's website to see if a payment had been made/get their phone number to contact them about my insurance situation. Their website stated that they had paid $899.89 to Ameriprise on May 8th. IMMEDIATELY after realizing that the mortgage company had paid for the insurance policy, I contacted Ameriprise at the email address that was provided (***********************) and instructed them NOT to charge my credit card. My email was sent on May 9th, at 10:02AM CST. On May 10th at 2:14PM CST I received an email stating that my email had been received and someone would answer me, however I did not receive a response to my email until Friday May 11th at 6:37AM CST On May 10th at 9:30AM CST I called up Ameriprise as I noticed there was a pending charge on my debit card for $899.89, even though I had previously emailed them on May 9th to NOT process my card (and figured the company would check to make sure the policy had been paid or not by other means) I talked to Shannon who told me that she could try to get them to reverse the charge before it posted to my account but she didn't know if she'd be able to (conversation was vague.) On May 10th at 9:41AM CST I called my bank (US Bank) to dispute the charges however they told me since the charge was pending (just an authorization) there was nothing they could do, but if I could get the authorization code they would be able to cancel the charge right then and there. On May 10th at 9:51AM CST I called back to Ameriprise and spoke with ***** and told her that I needed to get the authorization code in order to cancel this transaction... she did not know the code but spoke to her supervisor and then told me that if Ameriprise was able to verify with US Bank that my bank account had $899.89 worth of funds in it, they'd try to get the transaction canceled. I put ***** on Hold, called US Bank, conference called ***** and the service rep with US Bank who verified that my account had over $899.89 in it, and that ***** would get in touch with the credit department to get the charge canceled (she had no way of getting me the Authorization code that I had requested.) On May 11th at 6:37AM CST I received an email from Ameriprise stating that it looks like my payment issues have been resolved as they had noted that I had already spoken with the "Client Service department." On May 12th the $899.89 payment went through my bank account, causing my account to overdraft.... Because I had instructed them not to charge my bank card IMMEDIATELY after I had submitted the initial request, the payment should not have went through and therefore I paid other bills that needed to be paid. They should have been able to cancel the transaction so that while the charge would have shown as pending on my account, it should never have fully been processed. I do not have a receipt of the charge from Ameriprise, no emails were sent from Ameriprise stating they charged my card in the first place, and I do not have a refund from Ameriprise or know when I can expect it.

Desired Settlement: I would like some form of compensation for the headache caused or I'd like them to contact my bank and admit that the charges were in error so my bank will forgive the fees they charged for the issue... my card should have never been charged, and even if it was charged they were contacted immediately after the charge, in which they should have been able to cancel the charge before it posted (All day Thursday and Friday they had the opportunity to remedy the charge before it went through.)

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Avenue, Ste. 125

Milwaukee, WI 53214

Re: BBB File

 

~umber:

 

Complainant:

Our Policy Number:

NAIC Number:

Dear Ms. ******:

*******

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

**********

Auto

 

&

Home Insurance

 

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

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

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Mr. ***** *******, which we received on May 15, 2012.

We understand that Mr. ******* feels his account was billed incorrectly, and we appreciate the

opportunity to address his concerns.

On May 9, 2012, Mr. ******* submitted requested to make one-time payment via our website. We

processed that payment the same evening through an automated recordkeeping system.

The next day, Mr. ******* called to explain that he made the payment in error and that his mortgage

company would be paying the balance due. We explained that we had already charged the payment, but

we could remedy the situation by submitting a credit for $899.89; however, we first needed to verify with

the bank that the account had the funds available. We do so to ensure that if the original charge were to

be declined, we would not be providing an unwarranted credit.

We had a conference call with Mr. ******* and his bank, and we confirmed he had the funds available;

therefore, we submitted the credit for $899.89 on May 10, 2012. Unfortunately, we have no influence on

how long it takes for Mr. *******'s bank to post charges and credits to his account.

On May 14,2012, we received the payment from Mr. Paulson's mortgage company for $899.89, which

was applied to his policy.

We understand and regret that Mr. ******* has been frustrated by this billing issue, but we are unable to

provide compensation for this situation.

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

Sincerely,

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

Senior Team Leader of Technical Resource and Training Teams

IDS Property Casualty Insurance Company

Ameriprise Auto & Home Insurance

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

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

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

Page 2 of2

BBB File Number *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: augest of 2011 i switched insurance carriers,send them a letter stateing i was dropping them for someone else,they proceeded to ignorre the request,then in october wen the policy was up ,they continued to bill me for the policy ,wen i failed to pay they sent it to collections (******** ********* ****** **************) wen i provided them with the canceled check that the policy was paid in full at the time of cancelation,they proceeded to ingnore the problem,i contacted them on several attemts and get the same run around...theyll get back with me in 24 hours....never got back with me. i belive the insurance company and collection agency are one in the same trying to swindel consumers out of there money.

Desired Settlement: refund if required remove the judgement/charge offs that they put on my credit report,

Business Response:

Ms. ***** ******
Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re: BBB File

 

~urnber:

 

Complainant:

Policy Number:

NAIC Number:

Dear Ms. ******:

*******

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

**********

Auto

 

6-Home Insurance

 

 

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

De ***** ** **********

ameriprise.com/svc

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Mr. ***** ******** which we received on May 9,2012. We

understand that he would like additional details surrounding the balance owed on his account. We

appreciate the opportunity to address his concerns.

On September 15,2011, we received notification to cancel Mr. ******** home insurance policy effective

October 10, 2011, which we did. We did not receive a legible request to cancel the auto policy.

We left a message for Mr. ******* on November 15, 20 II, to explain that his auto policy cancelled

effective November 2, 2011, for non-payment of premium, and we asked him to contact us regarding his

policy. Mr. ******* did not respond to our message.

On January 5, 2012, Mr. ******* called and informed us he had previously requested the cancellation of

both his auto and home policies. We offered to review his accounts and call him back with our findings.

On January 7, 2012, we left a message for Mr. ******* informing him that we had not received a legible

request to cancel the auto policy, and we asked him to contact us so we could confirm the date his new

insurance went into effect.

We did not hear back from Mr. ******* until May 7,2012, when he called to question the outstanding

balance of $143.46. We had to review the file again, and we said we would contact him with a status

update after doing so. On May 9, 2012, we explained to Mr. ******* again that we had not received a

legible request to cancel his auto policy. We asked him to send us a copy of his declaration page from his

new insurance company so we could backdate the cancellation of the policy. To date, we have not

received his proof of insurance.

In

 

an effort to resolve this matter, we contacted Mr. ******** new insurance company directly. They were

 

able to confirm they issued both the auto policy and the home policy effective October 10, 2011.

Therefore, we have backdated the cancellation of the auto policy to October 10, 2011.

 

Mr. ******* still owes an outstanding balance of $34.75 for the coverage we provided from October 2,

2011 to October 10,2011. We have contacted our collection agency and bad them adjust the amount

owed on Mr. *******' account from $143.46 to $34.75.

If you have any questions about tbis information, you may contact me at 1***** ********, Ext. ***9.

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

 

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

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The "24 Hour" insurance website fails to provide a mechanism for user name recover other than via telephone. However, customer service via telephone is closed for several hours every day, therefore making it impossible for a customer to recover a user name and make changes to an insurance policy.

Desired Settlement: Site needs correction to ensure 24 hour access is available.

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re: BBB File Number:

Complainant:

Policy Number:

NAIC Number:

Dear Ms. ******:

*******

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

A

 

 

Auto

 

&

Home Insurance

 

 

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

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

ameriprise.com/svc

Ameriprise

Insurance Company

IDS

 

Property

Casualty

 

 

Insurance Company

29068 - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Mr. ****** ***** which we received on May 17,2012. We

understand that he would like our website to provide an option allowing clients to recover their User ID.

We couldn't agree more, which is why our website is being updated as of May 25,2012 to include a link

that will allow our clients to reset their user ID by entering a few identifying pieces of information. The

link will be labeled: "Forgot your User lOT'

We apologize that our site caused any frustration for Mr. ****. His feedback is genuinely appreciated

because we are always looking for ways to enhance the customer experience.

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

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

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

 

 

Consumer Response:

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

Better Business Bureau:

Please convey my sincerest thanks to Ameriprise.  I appreciate their timely, appropriate and complete response.

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

 

 ****** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was recently in a car accident last Feb 2011 .....I was promised to received my standard deduditable as normal protocol with an other Insurance company ..... This company have yet to mail me out my check due to the lack of imformation on the other persons behave.

Desired Settlement: I would like to receive my 1000 deduditable

Business Response:

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

 

 

BBB of Wisconsin

 

10101

 

 

W. Greenfield Ave, Ste. 125

 

Milwaukee, WI 53214

R

 

 

e: BBB File Number :

 

Co

 

 

mplainan t:

 

NAIC

 

 

Number:

 

Dear

 

 

Ms. ******:

 

*******

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

Auto

 

 

&

Home Insurance

 

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

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

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

A

 

 

meriprise

 

I

 

 

nsurance Company

 

I

 

 

DS Property Casualty

 

I

 

 

nsurance Company

 

*****

 

 

- IDS P roperty Casualty Insura nce Company

 

Thank

 

 

you for sending the complaint filed by Ms. ****** *******, which we received on April 27, 20 12.

 

We understand that

 

 

she feels there was a delay processing the claim. We appreciate the opportunity to

 

address her concems.

Ms.

 

 

******* was involved in an automobile accident with Ms.****** ***** on FeblUary 15,2011. Ms.

 

***** was responsible for the accident;

 

 

therefore, we attempted to recover our payments, including Ms.

 

********s deductible, from Ms. ***** and her insurance company, Countrywide Insurance.

Countrywide

 

 

Insurance will only offer to repay 50% of our total damages. We feel that we are entitled to

 

100

 

 

%; therefore, we refen·ed this case to the Wilber Law Firm to pursue, which will include filing a

 

lawsuit against Ms. *****. Any

 

 

reimbursement to Ms. ******* will be based on the percentage of

 

damages

 

 

we are awarded

 

A summons and complaint was served to Ms. ***** with a

 

 

COlirt date of April 17, 2012. Ms. *****

 

failed

 

 

to advise Countrywide Insurance of the pending suit, and she failed to attend the hearing. A new

 

court

 

 

date has been set for May 9,2012. Ms. ***** will be instructed to alert Countl)'\vide Insurance of

 

the pending

 

 

suit. If she fails to do so and she fails to attend the hearing, our attomey will request a

 

judgment be filed against

 

 

her.

 

We

 

 

understand and regret Ms. *******'S frustration, but we can only issue a deductible reimbursement if

 

we recover

 

 

funds from Ms. ***** or Countl)"vide Insurance. We do look forward to resolving this issue

 

as

 

 

quickly as possible.

 

If

 

 

you have any questions about this infonnation, you may contact me at* ***** ********* Ext. 5188

 

Sincerely,

 

 

 

****** ** *****, Claims

 

IDS Pr

 

 

opert)' Casualty Insurance Company

 

cc

 

 

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was talking with case worker that was aasig to my case,she insulted me make me cray,unprofesional behavior,on my first telephone conversation she did told me how my case will end up.I have car accidaent not my fold her client make illegal turn,stays in policy report ,she say that is mean nothing,she is going with her client story ,lady that cost the problem.she cald me a liar and her supervisor is covering up for her name is ***************** *** *** ****

Desired Settlement: I want my car to be repair 100 precent becouse if wasnt for her client I wont have a accident ,I should not be responsible for repairs if is not fold.worse insurance worese costumer service,case worker very disrespectfull ,insulting.For people like me with language problem,they do not tryto help they getting advantage

Business Response:

Ms.

 

 

***** ******

BBB of Wisconsin

 

1010

 

 

1 W. Greenfield Ave., Sle. 125

 

Milwaukee, WI 532

 

 

14

 

Re: BBB

 

 

File Number:

 

Complaiuant:

Our Claim

 

 

Number:

 

Date

 

 

of Loss:

 

NAIC N

 

 

umber:

 

D

 

 

ear Ms. Juedes:

 

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

***** *****

Auto

 

 

&

Home Insurance

 

 

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

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

a

 

 

meriprise.com/svc

 

Ameriprise

In

 

 

surance Company

 

IDS

 

 

Property Casualty

 

I

 

 

nsurance

Company

 

 

 

 

 

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

 

Thank you for

 

 

sending the complaint filed by Ms. ******* ***** *****, which we received on April 20,

 

2012. We understand that

 

 

she disagrees with our determination of liability. We appreciate the 0ppOJ1unity

 

to address

 

 

her concerns.

 

Thi

 

 

s loss was reported to us on April 16,2012, and we contacted Ms.***** the same day. We obtained a

 

recorded slat

 

 

ement from her to help detennine the facts of the loss, and we assigned an appraiser to

 

in

 

 

spect her vehicle damages. We obtained a statement from Ms. ******** ******, the driver of our

 

insured vehicle,

 

 

on April 19, 2012.

 

Ms

 

 

. ****** stated she was making a lane change from the middle to the left lane. Ms. ***** was

 

travelling in the

 

 

left lane. During Ms. ******'s lane change the tight front of Ms. *****'s vehicle struck

 

the left doors

 

 

of Ms. ******'s vehicle. Ms. ***** indicated in her statement that she did not see Ms.

 

****** until impact. Based

 

 

on tlus information, we assigned 80% of the liability to Ms. ****** for an

 

improper lane

 

 

change, and 20% of the liability to Ms. ***** for failing to have proper lookout and fai ling

 

to take any evasive

 

 

action to avoid the accident.

 

We have determined that Ms. *****

 

 

's vehicle is a total loss. She does not agree with our offer for 80% of

 

her damages, and

 

 

she has requested the *** ****** Appeal Process. We are waiting for her written

 

request and

 

 

supporting evidence, and we will have her case reviewed by our panel.

 

In

 

 

addition to the liability issue, Ms. *****'s complaint also mentions concerns about the customer

 

service

 

 

she received. We regret that she was left with a negative impression of our company because we

 

pride ourse

 

 

lves on the outstanding service we provide to our clients. \¥hile our representatives must

 

occasionally take cha

 

 

llenging phone calls and deliver difficult messages, they receive extensive training

 

that teaches t

 

 

hem to do so with the utmost respect and concern. We will review Ms. *****'s call and, if

 

necessary, take her feedback

 

 

into consideration to possibly enhance that trailung to improve future

 

conversations.

BBB File Number *******

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

Sincerely,

***** *****

Divisional Manager

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

cc: Ms. ******* ***** *****

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company had home and auto insurance billed to my credit card for over 3 years. Then an error on their side stopped billing me for auto insurance but continued to send my policy and insurance cards. 3-4 years later now they want me to pay for their mistake.

Desired Settlement: Do not bill me for their mistake.

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re:

 

BBB File Number:

 

Complainant:

Policy Number:

NAIC Number:

Dear Ms. ******:

*******

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

**********

Auto

 

6-

Home Insurance

 

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

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

Ameriprise

Insurance

 

Company

 

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending the complaint filed by Ms. ******** ******, which we received on April 20, 2012.

We understand that she would like additional details regarding the outstanding balance owed on her

automobile policy. We appreciate the opportunity to address her concerns.

On July 4,2008, we inadvertently updated Ms. ******'s policy with another insured's credit card. We

charged the incorrect credit card for Ms. ******'s insurance from July 4,2008 through to February 26,

2012.

We were unaware of the error until the other insured contacted our office on April 2, 2012 about the

additional charges on his credit card. We immediately refunded his card, and we contacted Ms. ******

and informed her of the error and explained we need to collect the funds from her. Ms. ****** said she

would not pay the premiums due to our clerical error. We informed her we needed to charge her because

we did provide coverage, and if there had been a loss we would have covered it. The total premium owed

from July 4, 2008 through the February 26,2012 renewal term is S2,072.30.

We acknowledged that it was an error on our part, so we agreed to only charge the premium from

February 26,2010 through February 26,2012, which is $1,315. We also offered to establish a monthly

payment plan so Ms. ****** did not have to immediately pay the full amount.

On April 19, 2012, Ms. ****** agreed to a monthly payment plan of$50 per month due on the 13

 

th of each

 

month until the balance is paid. She also stated she would contact us to cancel her auto and home policies,

and she wanted to apply the refund from the home policy to the balance owed on the auto policy.

On April 23, 2012, Ms. ****** did formally request the cancellation of her auto and home policies

effective for April 20, 2012. When the auto policy was cancelled it decreased the balance owed from

$1,315 to $1,134.44, and when the home policy was cancelled it produced a refund of$319.68. The

refund was applied to the $1,134.44 balance on the auto policy, leaving a new balance of$814.76. We

will collect the first $50 payment for the balance owed on May 13, 2012, and we will continue to collect

monthly payments until September 13, 2013 when the balance will be paid in full.

Page 2 of2

BBB File Number *******

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

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

cc: Ms. ******** ******

 

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

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to write and share a very disappointing experience with Ameriprise. I have been an Ameriprise insurance customer for over seven years. I have loved the service that Ameriprise has offered and have referrred many friends and family to Ameriprise. I signed up through the Costco program seven years ago and never had an issue or complaint. In January of 2012, I ran into a finanial and medical situation and missed my monthly auto insurance payment for the first time in seven years. When I contacted Ameriprise on February 20th, to correct the situation - less than 30 days from the missed payment, I was told that my policy had been canceled and would not be renewed. I was told that the only reason I had been canceled and wouldn't be renewed was only because of my one missed payment on January 25th. I was shocked and explained the my medical and financial situation and asked how I could be canceled after seven years and this was my one and only missed payment.. I was told that this was Ameriprise's policy and that they would not renew my insurance policy. I have never experienced such poor customer service and consideration for a long time customer. I am shocked that a company with Ameriprise's reputation and service would treat their clients in this manner. I am exteremely disappointed and I am in the process of moving all of my business to another insurance company, even if there is a financial benefit to keeping some of my services with Ameriprise. I hope that my situation was a fluke and that other customers aren't treated in this manner. I would appreciate a reply as to whether my situation was a fluke or if this is truly Ameriprise's policy to treat long standing customers in this manner. ****** ******

Business Response: *** ***** ******

Better Business Bureau of Wisconsin

1010! W

 

 

. Greenfield Ave., Suite 125

 

Milwaukee

 

 

, WI 53214

 

Re: BBB File

 

 

Number:

 

Co

 

 

mplainant:

 

Polic

 

 

y Number:

 

NA

 

 

rC Number:

 

Dear Ms. ******:

*******

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

AX

 

 

01777444

 

Auto

 

 

&

Home Insurance

 

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

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

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

A

 

 

meriprise

 

I

 

 

nsurance Company

 

ID

 

 

S Property Casualty

 

In

 

 

surance Company

 

*****

 

 

- IDS Property Casualty Insurance Company

 

Thank you for sending the

 

 

complaint filed by Ms. ****** ******, which we received on April 20, 2012.

 

We understand tha

 

 

t she would like a more detailed explanation of why the policy lVas canceled. We

 

apprec

 

 

iate the opportunity to address her concerns and believe the fo llowing timeline of events

 

surrounding

 

 

the cancellation will help provide clarification.

 

 

 

On January 25, 20 I I, we attempted to wiU1draw $ 162.20 from the checking account on fi le for the

 

premium for the

 

 

January 25, 2012 to July 25, 20 12 policy tenn . It was returned to us for insufficient

 

funds.

 

 

On Febmary 2, 2012, we mailed a notice of pending cancellation to Ms. ****** explaining that we

 

would need paymen

 

 

t by Febmary 17, 2012 or the policy would cancel for non-payment of premium.

 

 

 

We did not receive payment by February 17,20 12; therefore, the policy lVas considered cancelled for

 

non

 

 

-payment of premium.

 

 

 

On Febmary 20, 2012, Ms. ****** called to see if we would be able to reinstate the pol icy wiiliout a

 

lapse

 

 

in coverage. The request was declined due to the lapse in coverage and break in contract when

 

payment was not received by Febmary 17

 

 

, 20 12.

 

 

 

We mailed notification to Ms. ****** on February 23, 20 12, informi ng her of the cancellation. We

 

also sent notification

 

 

about the outstanding balance of $1 02.49 for coverage provided through the

 

Febmary

 

 

17, 2012 cancel date.

 

 

 

On March 26, 2012, we sent an additional notice to Ms. ****** advising her of the $102.49

 

outs

 

 

tanding balance for coverage provided through the Febmary 17,20 12 cancel date.

 

 

 

On April 19, 2012, Ms. *****y ca lled and made Ihe payment for the $102.49 outstanding balance.

 

We acknow

 

 

ledge and appreciate that Ms. ****** was a long-tenn client, and we regret that we are no

 

l

 

 

onger able to provide her coverage.

 

Page 2 of2

DOl File Number *******

If

 

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

 

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto & Home Insurance

Enclosures to Department of Insurance

cc: Ms. ****** ******

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

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I’d like you to take some time with my complaint against Ameriprise auto & home insurance. This company has changed our rates from one day to the next several times on my wife and my auto insurance. This all started about 1 month ago when the insurance company was notified about my wife’s speeding ticket and non-hands free cell phone use while driving ticket. We did expect an increase in premiums, so when we were contacted with an increase we were not surprised but shocked. They increased our insurance from $836 to $1406. We called another insurance company, disclosed are infractions and got a quote of $1209 through met life. Before accepting this offer I call Ameriprise informed them of the quote in attempt for them to keep our business. They said they would be unable to decrease my rate, so I went with the lower quote with *******. When we received the policy we called Ameriprise to cancel our policy with them. The agent then quoted us a rate of $1018. We accepted this offer a cancelled with *******. 2 days ago we receive an e-mail informed us that our rate increased, so we called. They informed us it increased to about $1700. We were shocked a company could do this to their customers of about 6 years. We, again cancelled the policy, but called back a few minutes later, to talk to someone else at the company. This time we were given a quote of $1018; of course we were happy to except this quote and asked to have something in writing via email. They never sent the quote. Today I receive a call saying the rate is now $1500. I asked to talk to the supervisor, Viannea Martinez, she was not help to me either. My po***********, please investigate this situation. I feel they have wasted a lot of my time, which with 3 children and a wife I don’t have much extra time, to waste. This company should treat their customers better, and not lie about rates just to keep their business. Please help me anyway you can. Thank you your time. From: *** *****

Desired Settlement: to have a gaurantee of quote of $1018.77 for six month policy as quoted 04-19-12 in writting and an apology in writting.

Business Response:

Ms. * **** ******  

Better Business Bureau of W

 

 

isconsin

 

1010

 

 

1 W. Greenfield Ave., Ste. 125

 

Milwaukee

 

 

, WI 53214

 

Re:

 

 

BBB File Number:

 

C

 

 

omplainant:

 

P

 

 

olicy Number:

 

N

 

 

AIC Number:

 

Dear Ms. ******:

* ******

 

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

 

AX

 

 

********

A

..

 

 

 

Auto

 

 

&

Home Insurance

 

 

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

 

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

 

Ame

 

 

riprise

 

I

 

 

nsurance Company

 

J

 

 

DS Property Casualty

 

In

 

 

surance Company

 

29068 - ID

 

 

S Property Casualty Insurance Company

 

Thank

 

 

you for sending the complaint filed by Mr. ******* *****, which we received on April 24, 2012.

 

We understand that he

 

 

would like additional detai ls surrounding a change in premium. We appreciate the

 

opportunity

 

 

to address his concelllS.

 

On December 6, 201

 

 

1, we mailed Mr. ***** his auto policy renewal paperwork, which indicated that the

 

premium increased from

 

 

$836.70 to $1,406.70, which was the result of Ms. Baker's June 23, 2010

 

speeding violation and

 

 

January 12, 20 11 cell phone violation. Ms. ***** called on December 27,201 1, to

 

question the increase in premium, and

 

 

we informed her it was due to the two violations.

 

Ms. *****

 

 

called on April 9, 2012 to request cancellation of the policy. Prior to processing the

 

cance

 

 

llation, we performed a policy review, which included verifying the al1l1ual mileage. Because Ms.

 

*****

 

 

lowered the amount of mileage, the six-month premium decreased from $ 1,406.70 to $ 1,018.70.

 

Ms

 

 

. ***** decided not to cancel the policy because of tile decrease in premium.

 

Ms. *****

 

 

called on April 19, 2012, regarding a question related to the cell phone violation. During the

 

course

 

 

of tllis conversation, Ms. ***** increased the amount of mileage, and she also clarified the primary

 

opera

 

 

tors of each vehicle and the usage (e.g., work or pleasure use) for each. Based on this updated

 

informa

 

 

tion, the prenlium changed from $1,018 .70 to $1,727.70. Due to tllis increase, Ms. ***** asked to

 

cance

 

 

l her policy on April 20, 2012. Because she asked to cancel the poli cy, the updates regarding

 

mi

 

 

leage, drivers and usage were not applied to our recordkeeping system.

 

Mr. ***** called

 

 

several minutes later to question the changes in premium. He was inadvertently quoted

 

a premium of

 

 

$1 ,018.70 to reinstate because, due to the requested cancellation, the updated infonnation

 

was not bei.ng

 

 

applied. Mr. ***** asked for this premium information to be emailed to llim. Before

 

sending

 

 

the email, we processed the updated infollllation, which caused the premium to increase again.

 

On Apri

 

 

l 20, 2012, we spoke with Mr. ***** and explained that the prenlium had increased to $1,539.70

 

due to the

 

 

updated mileage and driver aSSigl1l1len\. (Tllis revised premium amount did not reflect all of

 

the

 

 

updates, and $1 ,727.70 would have been the accurate amount.) Mr. ***** requested the cancellation

 

of his auto and home polic

 

 

ies.

 

Mr. ***** called back later and asked us to return his rate to $1,018.70. Mr. ***** felt that because he

was told that we would reinstate the policy at the $1,018.70 that we should honor that price. We explained

that we need to rate policies based on accurate mileage. Mr. ***** said he would call back to cancel the

policy. On April 23, 2012, Mr. ***** called and cancelled his auto policy effective April 23, 2012 and

his home policy effective April 27, 2012.

We did send notification to Mr. ***** that there was an outstanding balance of $25.34 on the auto policy

for coverage through April 23, 2012 and $17.78 on the home policy for coverage through April 27, 2012.

However, we will not attempt to collect these outstanding balances.

We regret that we did not more clearly communicate the details surrounding the changes in premium to

the ******. However, we are unable to adjust the premium because we must rate polices based on

accurate mileage, driver assignment and usage information.

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

Sincerely,

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

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

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

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

 

 

 

 

 

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I am glad to be done doing bussness with this company. I do feel even though the letter stated the company would not try to collect on the outstanding debt of $43, I don't trust that they will honor it and will try to either collect or send it to collections. I only ask if either of they things are done that I can re-open this complaint for your assistantance with this evil company. If possible I would like, in writing a zero balance on my accounts, to reflect thier offer.

 

Regards,

 

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My family was involved in an auto accident on 08/11/11. Our insurance carrier at the time was Ameriprise Auto & Home. After the accident I called Ameriprise insurance company and gave a statement of the accident. I spoke with claims representative ****** *****. During the statement ****** ***** told me that if my family needed medical treatment that we were covered up to $5000.00 for each person in the vehicle. The statement was recorded. My family sought medical attention a few days later. We than began treatment for our injuries soon thereafter. Some Doctors that we have seen have not been paid anything for our medical expenses; all they have been getting is denials. The claim is being overseen by claims adjuster *** *******. My family has unpaid medical bills in the amount of several hundred dollars. We keep receiving denial letters that have been sent to an address we no longer reside at. My wife has informed *** ******* numerous times to update her information, so we can receive future mailings from Ameriprise. My only option left is the BBB and the ********** Department of Insurance. Our wages may be garnished for these unpaid bills. I paid my insurance premium every month and this is what kind of treatment we get. Last denial letter receive: 04/16/12 and sent to the wrong address. There was a complaint filed once with the BBB and Ameriprise started paying some medical bills and now there are rejecting others for no real reason. I will going to the ********** Department of Insurance, if this last dispute with the BBB does not convince IDS.

Desired Settlement: I would like my upper level management to review the denied medical bills and pay them. Claim# ******* Policy# ********** Date of loss 08/11/11

Business Response:

Ms. Stacy

 

 

Jeudes

 

BBB

 

 

of Wisconsin

 

10tOl W

 

 

Greenfield Ave., Ste 125

 

M

 

 

ilwaukee, WI 53214

 

Re:

 

 

BBB File Nnmber:

 

Comp

 

 

lainant:

 

Our

 

 

Claim Number:

 

Date of

 

 

Loss:

 

NAIC N

 

 

umber:

 

Dear Ms. Juedes

 

 

:

 

9001582

Ju

 

 

stin Paul Miranda

 

1378471B209

A

 

 

ugust II , 2011

 

A

Auto

 

 

&

Home Insurance

 

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

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

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

Ame

 

 

riprise

 

In

 

 

surance Company

 

ID

 

 

S Property Casualty

 

In

 

 

surance Company

 

*****

 

 

- IDS Property Casualty Insurance Company

 

Thank

 

 

you for sending the complaint fi led by Mr.****** *******, which we received on April 24, 2012.

 

We

 

 

understand that he feels there was a delay processing the claim. We appreciate the opportunity to

 

address his concerns.

Mr.

 

 

*******'s antomobile policy provides Medical Expense coverage on an excess basis. The coverage

 

coordinates with his persona

 

 

l health insurance to cover out-of-pocket expenses or accident-related

 

treatment

 

 

not paid by his personal insurance, up to $5,000.

 

As noted

 

 

by Mr. *******, we have received bills from Dr. *******. We were waiting to receive

 

expla

 

 

nation codes from the primary health carrier before we could process those bills. Upon receipt of

 

this

 

 

complaint, we made an additional attempt to obtain the information. We have now received the

 

codes,

 

 

the bills were reprocessed, and the payment has been issued.

 

We contacted

 

 

Mr. ********* attorney to obtain pennission to speak with Mr. ******* directly. We then

 

contac

 

 

ted Mr. ******* to discuss the remainder of the medical bills on this claim. We provided an npdate

 

regarding Dr. *****'s bills

 

 

as well as ***** ******* charges. We are awaiting a W-9 tax fonn from Dr.

 

***** to

 

 

issue the final payment, which will exhaust benefits under Mr. *******'s coverage.

 

Additionally

 

 

, we were able to reimburse Mr. ******* for two co-payments made to ***** *******. Mr.

 

******* confmned

 

 

that these actions should resolve all pending issues.

 

We do

 

 

apologize for the misdirected mai l, and we have confirmed that the updated address has been

 

added

 

 

to all of our systems to avoid any future issues.

 

[

 

 

f you have any questions about this infornlation, you may contact **** *******, Medical Supervisor, at

 

I

 

 

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

 

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have Auto, Home and Umbrella policies with Ameriprise which were due for renewal. I called then on 1/31/12 to renew and was told that the policies would automatically renew and would be billed to my credit card on file.I also confirmed it with them in E mail exchange below: From: Ameriprise************************To: ******************* Subject: RE: Your Insurance Policy Information - **********Date: Wed, 1 Feb 2012 09:13:24 -0600This email is in response to your request for information from our company.Dear Anit: Thank you for your email. Your polices will automatically renew. You will receive renewal information approximately 30 days before renewal date. Our Client Service department is available Monday through Thursday, 6 a.m. to midnight, Friday 6 a.m. to 10 p.m. or Saturday 7 a.m. to 7 p.m. Central time. The Client Service departments phone number is ###-###-####.We value your business with Ameriprise Auto & Home Insurance. **************** ********** ******When I called today, I was told that my umbrella and home policy were automatically renewed as was my auto policy. Is that correct or not ?
Thanks
**** **** M.D.

Desired Settlement: It is clear that Ameriprise has deliberately mislead me, or it is sheer incompetence and has wasted lot of my time on this matter. I am not even sure now if my policies have been renewed or not despite there assurances, I have no idea what to believe in what they say. I need to know the reason for this and what they are doing to rectify the matter.

Business Response:

*****

 

 

** *****

 

Better Busines

 

 

s Bureau of Wisconsin

 

10101

 

 

W. Greenfield Ave., Ste. 125

 

Milwaukee

 

 

, WI 53214

 

Re:

 

 

BBB File Number:

 

Comp

 

 

lainant:

 

Polic

 

 

), Number:

 

NiJC N

 

 

umber:

 

Dear Ms.

 

 

******:

 

*******

**** ***

 

 

 

Auto

 

 

&

Home Insurance

 

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

**

 

 

****, ** *****-****

*************** svc

 

Ameriprise

I

 

 

nsurance Company

 

IDS Property

 

 

Casualty

 

I

 

 

nsurance Company

 

**********, **********

 

 

and ******

 

*****

 

 

- IDS Property Casualty Insurance Company

 

Thank

 

 

you for sending the complaint filed by Dr. Anit Dua. which we received on February 15. 20 12. We

 

understand that he would

 

 

like confIrmation his policies renewed with our company. We appreciate the

 

opportunity

 

 

to address his concems, and we bel ieve the following timeline of events surrounding each of

 

his

 

 

policies will help provide clarifIcation:

 

Auto

 

 

Policy

A..x00167204

 

 

 

On December 17.2011 , we mailed Dr. D***s renewal information for his automobile policy, effective

 

February

 

 

1. 201 2 to August 1,2012. We also mailed a premium notice for the full six-month premium.

 

T

 

 

lus notice explains that failure to pay the prenuum by the due date will result in cancellation of the

 

policy, and

 

 

it requests that the client retum the payment coupon with the payment.

 

 

 

On January 13, 2012, we mailed a renunder notice to Dr. *** informing him that as of January 13,

 

2012

 

 

, we had not received his payment forthe February I, 2012 to August I, 2012 policy tenn. The

 

letrer informed him

 

 

that he could make a one-time payment on our website. 1\ also explained that

 

fai

 

 

lure to pay the premium by the due elate would result in cancell ation of the policy.

 

 

 

We received payment on February 14, 2012, and Dr. *** 's auto policy is active.

 

Home

 

 

Polic)' **********

 

 

 

On December 27,2011 , we mailed Dr. *** 's renewal information for Ius home policy. effective

 

February 9

 

 

, 2012 to F ebruar), 9, 201 3. We also mailed a prenuum notice for the annual premium. This

 

n

 

 

otice explains that failure to pay the premium by the due date will result in cancellation orthe policy,

 

anel it request

 

 

s that the client retum the payment coupon with the payment.

 

 

 

On .Ianuary 21 , 2012, we mailed a renunder notice to Dr. *** infomung him that as of .Ianuary 21 ,

 

2

 

 

012, we had not received his payment for the February 9, 2012 to February 9, 2013 policy term. The

 

l

 

 

etter infomled him that he could make a one-time payment on our wehsite. It also explained that

 

failu

 

 

re to pay the premium by the due date would result in cancellation of the policy.

 

 

 

\Ve received payment on February 14.2012. anel Dr. ****s home policy is acti ve

 

Umbrella Policy

 

Umbrella Policy **********

Page

 

20[2

 

DOl File Number *******

• On January 30,2012, we mailed Dr. ***'s renewal information for his umbrella policy, effective

March 31, 2012 to March 31, 2013. We also mailed a notice informing him we would be charging the

$280 premium to his credit card on March 31,2012.

Our policies automatically renew at the end of a period unless the policyholder does not accept our offer

to renew. If the insured fails to pay the required renewal premium by the due date, we accept this as a

decline of our offer to renew the policy.

If Dr. *** would like to have his auto and home policy premium payments automatically apply to his

credit card (like his Umbrella policy), he can contact our Client Service department at * ***** ********

or he can update his policy by going to our website: ameriprise.com/svc and clicking on payment options

under Manage Your Policy.

We appreciate Dr. ***'s business, and we regret that there was any confusion regarding the status of his

policies.

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

Sincerely,

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

Senior Client Service Resource Team Leader

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,

**** ***

 

 

Consumer Response: They have completely ignored the fact that when I called for renewal of my policy, I was told that it would be charged to my credit card on file. They milead me causing lapse in my coverage, then bombarded me with endless robo calls. I wasted a lot of time just to understand that renewal of policy is seperate from paying for it, which is beyond idiotic.

When a customer calls to renew his coverage, magazine etc he means to pay for it. As per them they automatically renewed my policy but as it was not paid for, it lapsed. What on earth is that supposed to mean ?? When I called to renew my policy, why was my payment no taken on 1/31/12 ? but I was given the false impression that it would be automatically charged on my credit card on file ?

Their idioticy is beyond any limit. looks like customer has to call seperately for renewal and then specially again for paying for the policy. Wonder how these people ever make these rules, certainly who ever makes them cannot be on normal IQ ?


**** ***

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re:

 

BBB File Number:

 

Complainant:

Policy Number:

NAIC Number:

Dear Ms. ******:

*******

******

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

 

 

Auto

 

&

Home Insurance

 

 

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

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

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS Property Casualty Insurance Company

Thank you for sending us Dr. ****s additional concerns regarding his policies. We appreciate the

opportunity to address his concerns.

On January 31,2012, at 11 :43 a.m., Dr. Dua called to see if his policies automatically renew. We

infonned

 

him that they do automatically renew, and his renewal information had been mailed to him in

 

December. He also asked if we mailed the vehicle identification cards at that time. We said we had, but

he could reCluest another copy. He asked us to email a copy of the identification cards, which we did.

There was no discussion regarding payments being made to a credit card.

Later that same day, at 2:33 p.m., we received an email from Dr. *** asking ifhis home and umbrella

policies had renewed and, if not, to please renew them. We responded to his email informing him that his

home policy is scheduled to renew on February 9, 2012, and the renewal paperwork had been mailed to

him

 

at-the-end of December. The umbrella renewal is scheduled for March 31,2012, and the paperwork

 

for that renewal was mailed on January 30, 2012. There was no discussion regarding payments being

made to a credit card.

We received another email fromDr.***thatday.at 7:21 p.m., stating he was told his umbrella and home

policy would automatically renew along with his automobile policy, and he wanted to lmow if this was

correct. We confmned that the policies would automatically renew. There was no discussion regarding

the payments being made to a credit card.

On February 3, 2012 and on February 11, 2012, we made an automated call to the home phone number

listed on Dr. Dua's policy to inform

 

him we did not receive a payment for his automobile and home

 

policies. We make automated calls as a courtesy to our customers to remind them their payment is due

and to help prevent their policy from cancelling.

 

Based on his additional comments, it seems that it is still unclear to Dr. *** that there is a distinction

between a renewal offer and the payment process. First, we make the renewal offer - then, the client has

the option of accepting the offer (by paying for it) or not. Our policies automatically renew at the end of a

policy period. If the insured fails to pay the required renewal premium by the due date, we accept this as

a decline of our offer to renew the policy. We cannot assume that a client wants to renew their policy

unless we have been given authorization to apply automatic payments to a credit card or bank account. In

all other cases, we must wait to receive payment as confmnation that the renewal offer has been accepted.

To avoid this issue at the time of the next renewal offers, Dr. *** may have his auto and home policy

premium payments automatically apply to his credit card (like his Umbrella policy). To do so he can

contact our Client Service department at ###-###-#### or he can update his policy by going to our

website: ****************** and clicking on payment options under Manage Your Policy.

We appreciate Dr. ***'s business, and we regret that there was any confusion regarding the status of his

policies.

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

Sincerely,

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

Senior Client Service Resource Team Leader

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.

These people are completely unbelievable. A customer calls them one day before the policy is due to lapse(as I did on 1/31/12) to renew the policy( WHICH MEANS HE WANTS TO PAY FOR IT), they don not even ask for the payment, but just tell him the policy is automatically renewed ! The customer assumes, as in my case the payment is automatically applied to his credit card on file. That was clearly the impression given to me.


Does a customer ever  call for any other reason before a policy is expiring other than to pay for it ?? What does telling a customer that the policy will be "automatically renewed",  without asking for  his payment when without it the policy will "automatically lapse " in less than 24 hours mean ????


Am I the only one who this that this is bizarre or has the whole world, especially Ameriprise gone completely mad ?

Regards,

**** ***

 

 

Business Response: We received this second comment from the BBB regarding Dr *** on March 13, 2012 and a response was mailed to the BBB and Dr. *** on March 20, 3012.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Recently, I purchased home insurance from Ameriprise for my primary residence here in ***** **. About a month ago, we had a severe hailstorm and several homes in my neighborhood suffered extensive damage to their respective roofs and fences. My roof and fence is also severely damaged and was appraised by an appraiser that Ameriprise sent to my house. However, after receiving all the appraisal materials, Ameriprise now claims that the damage to my roof and fence is because of "blistering" and not because of hail. Every other home in my subdivision is getting a new roof because of hail damage, yet somehow Ameriprise says that my roof does not have hail damage but is caused by blistering. I strongly believe that Ameriprise is lying to me in order to get away from paying for repairs to my roof when every other house in my area is undergoing roof repairs. I am prepared to get a signed petition from every home owner in my area whose roof was damaged that this happened because of hail damage as their respective insurance companies have helped them get new roofs. Ameriprise is a company comprised of insurance agents who have no interest in taking care of their customers, but are more interested in collecting their annual premiums. I would like to get the BBB involved to get Ameriprise to pay for all damages to my house caused by the hailstorm.

Desired Settlement: I want Ameriprise to pay for all the repairs to my house that were caused by hail damage.

Business Response:

Ms. SIacy

 

 

Juedes

 

BBB

 

 

of Wisconsin

 

1

 

 

0101 W. Greenfield Ave., SIe. 125

 

Mi

 

 

lwaukee, \VJ 53214

 

R

 

 

e: BBB ID Number:

 

C

 

 

omplainant:

 

Our Cl

 

 

aim Number:

 

Dat

 

 

e of Loss:

 

N

 

 

AIC Number :

 

Dear Ms. Juedes:

8

 

 

948 123

 

G

 

 

opesh Raua

 

1458453'1'113

F

 

 

ebruary 25, 2012

 

A

..

 

 

~

 

menpnse~

Auto

 

 

&

Home Insurance

 

3500 P

 

 

ackerland Drive

 

D

 

 

e Pere. WI 54115-9070

 

am

 

 

eriprise.com/ svc

 

Ameripri

 

 

se

 

In

 

 

surance Company

 

ID

 

 

S Property Casualty

 

In

 

 

surance Company

 

2

 

 

9068 - IDS Prop erty Casua lty Insura nce Company

 

Thank

 

 

you for sending the complaint filed by Mr. ****** ****, which we received on March 12, 2012.

 

We understand that he disagrees with

 

 

our coverage decision. We appreciate the opportunity to address his

 

concen1S.

On February 25, 20

 

 

12, Mr. **** reported a claim for hail damage to his roof and interior water damage to

 

the

 

 

ceiling in a hallway. Associated Adjusters Network (AAN), an independent adjusting fiml, was

 

assigned

 

 

to inspect the damage and provide a report with their fi ndings. The AAN inspection report we

 

received

 

 

on March 6, 20 12 confillns blisters and/or mechanical blemishes were found on the entire roof.

 

Hai

 

 

l damage was found on the roof vents and furnace vents, and hail marks were found on the fence.

 

There was a

 

 

small area of the ceiling on the second floor in the large hall that had water damage. The

 

repai

 

 

r est imate provide by AAN in the amount of $966.89 was below the $5,784.00 policy deductible;

 

therefore, we were unable to make payment for til

 

 

is claim.

 

Mr.

 

 

**** contacted us on March 9, 2012, to let us know that he disagrees with our coverage decision. We

 

agreed to assign

 

 

***** Engineering to inspect the roof and provide a detailed report of their findings. We

 

await

 

 

the inspection report from ***** Engineer.

 

If

 

 

you have any questions about this infollnation, you may contact me at I ***** ********.

 

Sincerely,

****

 

 

******

 

Divisional Manager

 

 

- Home

 

IDS Property

 

 

Casualty Insurance Company

 

cc

 

 

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

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

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to start a Renter's Insurance policy with Ameriprise in December 2011. I gave them my routing number and account number so they could setup monthly autopay. When they tried to withdraw money from my account, my bank informed them that the account number was wrong. After talking to their customer service department, I was informed that they robo called me on December 30th, but I never talked to them and have no voicemail from that date. I have an iphone and I never delete any of my messages. I then received a letter in early January saying I had to pay the full amount for the 6 month coverage because I had not made my payment on time. At this point I decided that I was not interested in dealing with this company. I received a warning on January 25th that I owed them $8.54 and refusal to pay would get me sent to collections. I understand that they think they covered me from December 23rd until January 13th, but I do not accept this coverage. I called and discussed with the customer service department, including a supervisor, and eventually decided that I should pay the amount requested to protect my credit score. The supervisor said that ****** law, where I reside, only required the phone call and the form letter and that because of the quantity of refused payments that they can't do personalized calls, but I feel my situation was different. And the letter never mentioned anything about the account number being wrong. I have given my routing and account numbers to other institutions and have not had this issue.

Desired Settlement: I would like my $8.54 refunded to me, and for them to adjust their practices to deal with issues with new customers more directly. A robo call that didn't leave a message and an aggressive form letter are not the way to win over customers.

Business Response:

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

Better Business Bureau of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

Re: BBB File Number:

Complainant:

Policy Number:

NAIC Number:

Dear Ms. ******:

*******

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

m01420258

Auto

 

&

Home Insurance

 

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

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

ameriprise.com/svc

Ameriprise

Insurance Company

IDS Property Casualty

Insurance Company

***** - IDS

Property Casualty Insurance Company

 

Thank you for sending the complaint filed by Mr.***** *****, which we received on February 28,2012.

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 believe the following timeline of events

surrounding this matter will help provide clarification.

• On December 7, 2011, Mr. Kaiel purchased a renter's policy with our company effective for

December 23,2011 to December 23,2012, and he requested the payments be withdrawn monthly

from his checking account. We have verified the policy was issued using the checking account

information he provided to us on December 7, 2011.

• On December 8, 2011, we mailed notification we would be withdrawing $14.54 from his checking

account on December 23, 2011.

 

I

 

• On December 23, 2011, we attempted to withdraw the payment of $14.54 from his checking account

and it was returned to us as an invalid account number.

• On December 29,2011, we mailed a notice of pending cancellation to Mr. ***** explaining that we

would need payment by January 13, 2012 or the policy would cancel for non-payment of premium.

• On December 30, 2011, we made an automated call to the home number listed on Mr. ******s policy

informing him the December 23,2011 preauthorized withdrawal from his checking account had been

returned to us as an invalid account number.

• We did not receive payment by January 13,2012; therefore, the policy cancelled on January 19, 2012,

effective for January 13, 2012, for non-payment of premium. We mailed notification to Mr. *****

informing

 

hlm of the cancellation. We also sent notification about the outstanding balance 0[$8.54

 

for coverage provided through the January 13,2012 cancel date.

• On February 20,2012, we mailed another notice to Mr. ***** informing

 

him of the outstanding

 

balance of$8.54 for the coverage provided through the January 13,2012.

 

On February 28,2012, Mr. ***** called and questioned the outstanding balance of$8.54 and stated he

did not feel he owed us the premium. We informed him the appropriate documentation was sent

informing him the December 23,2011 payment was returned to us and we would need payment prior

to January 13,2012 or the policy would cancel for non-payment of premium. Mr. ***** confirmed he

did receive our notification that the payment was returned to us, but did not contact us regarding it.

Mr. ***** approved taking the payment for the outstanding balance of $8.54.

We will not refund the $8.54 to Mr. ***** because we provided coverage from December 23,2011 to

January 13,2012.

If

 

you have any questions about this information, you may contact me at 1 (**** ********, Ext. ****.

 

Sincerely,

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

Senior Client Service Resource Team Leader

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 have sent me a letter that outlines what they say they have done, but they have not addressed my two biggest concerns with their process. They have not addressed the fact that they inputted my bank account number incorrectly; which was the root cause of the whole situation. Also, they claim that they made an automated phone call to my phone number on December 30, 2011, but I never received it and no message was left. 

Regards,

***** *****

 

 

Business Response: We received this second comment from the BBB regarding ***** ***** on March 13, 2012 and a response was mailed to the BBB and Mr. **** on March 20, 2012.

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 continues to make excuses about their companies inability to provide basic customer service. I will never deal with them again.


Regards,

***** *****

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/19/2012 Billing/Collection Issues
3/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to *** employee turnover and personality conflicts between ***, its independent adjuster in ********** State, and the body shop in ********** State, *** failed to handle my auto claim in a professional and competent manner. *** acknowledges that it made a mistake in not declaring my complex hybrid vehicle a total loss from the beginning, and now iDS is asking its customer (me) to be the financial victim due to the company's mistakes and incompetence. The issue is that *** attempted to rebuild a complex hybrid vehicle when it should have been declared a total loss, according to ***. When *** caught its error and attempted to change its mind to make it a total loss, the body shop pointed out that *** made additional errors and already submitted repair checks. *** would have to pay both for repairs and for compensation to the vehicle owner, so *** has instead chosen for the vehicle owner to be the financial victim of getting back a vehicle that will be worth about half the value the car was worth prior to the accident. This assumes *** eventually gets the vehicle restored to a safe working condition, which is not yet the case about 7 weeks later.

Desired Settlement: The desired outcome is that *** (aka ****** Auto Insurance aka Ameriprise) finally declare the vehicle a total loss or fully compensate the vehicle owner for the resulting diminished value. *** states that it would indeed do this in other states, but they "don't have to" for ********** State residents, since *** apparently believes that it doesn't have to treat its customers in ********** State as fairly as it might in other states, due to loopholes in the ** insurance laws. I expect to be treated fairly and not to be the financial victim of ***'s business mistakes, incompetence, and poor judgment.

Business Response:

Ms

 

 

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

 

BBB

 

 

of Wisconsin

 

1010

 

 

1 W. Greenfield Ave., Ste 125

 

Mi

 

 

lwaukee, WI 53214

 

R

 

 

e: BBB ID Number:

 

C

 

 

omplainant:

 

Our

 

 

Claim Number :

 

Da

 

 

te of Loss:

 

*******

 

 

 

***** ***

 

**** *******

**********

Auto

 

 

&

Home Insurance

 

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

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

ameripr

 

 

ise.com/ svc

 

Ameriprise

Insur

 

 

ance Company

 

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

In

 

 

surance Company

 

NA

 

 

IC Number: ***** - *** Pr operty Casualty Insurance Company

 

Dear M

 

 

s. ******:

 

Thank

 

 

you for sending the complaint fi led by Mr. ***** ***, which we received on March 2, 2012. We

 

understand that he

 

 

was concerned with our deternunation to repair his vehicle. We appreciate the

 

opportunity

 

 

to address his concerns.

 

We

 

 

had assessed Mr. ***'s vehicle as a total loss on February 9, 2012; however, since approximately

 

half of the repairs

 

 

were completed when we were informed of additional damages, the decision was made

 

to complete the repairs

 

 

to the vehicle. Due to Mr. ***'s concerns, we have made the decision to declare

 

the velucle a

 

 

total loss, and we will work with him on a settlement.

 

We

 

 

are grateful Mr. *** brought his concerns to our attention and we apologize for the service he

 

received. We pride

 

 

ourselves on providing an outstanding customer experience, but unfortunately this

 

situation

 

 

did not reflect our best effort.

 

I

 

 

spoke with Mr. *** today, and he has been advised his velucle will be deemed a total loss. He

 

appreciated

 

 

the response and was satisfied with the outcome.

 

If

 

 

you have any questions about tlus infOlmation, you may contact Claims supervisor ***** ******* at

 

 

 

 

****** ********, Ext. **** or me at ****** ********, Ext. ****.

 

Sincerely,

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

Divisional

 

 

Manager - Claims Operations

 

*** P

 

 

roperty Casualty Insurance Company

 

Ameriprise Auto

 

 

& Home Insurance

 

cc:

 

 

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

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,

 

 

***** ***

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear Ameriprise Auto and Home Insurance Company,On Friday February 24th, I received a phone call from your customer service department informing me that a "inspection form" had not been received by your company. I told the representative that I never received any form in electronic or paper format and that an extension should be provided for me to comply with the form requisite. The customer service said me that "there was nothing he can do to help me..." so I ask to speak with a supervisor. The supervisor on duty at the time identified himself as "Mr. *****..." asked me if I have received other forms, I told him that I received the ID insurance cards but didn't received anything else related to "inspection forms...". I asked to speak to "Mr. ***** supervisor..." and he repeatedly refuse to transfer me to a higher supervisor. I then proceeded to ask for Ms. ***** M. ******, who appears to be the Vice President of Client Services but "Mr. *****..." refused to put me in contact with her. I then call back and ask to leave a message for Ms. ***** to call me back and sort out this matter....I was told she will get back with me within 24 hours, that time frame has elapsed and Ms. ***** has not get in contact with me. I am very disappointed with the service your company is providing me, specially the lack of honesty and ethics from a leadership standpoint. I was expecting far higher quality of service from your company, but my understanding is that I was wrong. I completed the inspection of the vehicle the same day (Friday February 24th, 2012), I know the paper work have to goes through various channels to get to your processing center, but customers as a whole should be giving an "emergency" window to comply with your requirements, specially in instances where mail in either method (electronic or paper-base) format was never received. I am very disappointed at my overall experience with your company and I look forward to look at other alternatives in the near future.

Sincerely,

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

Desired Settlement: The least Ameriprise Auto and Home Insurance can do for me is:First: Make sure my name is correct in all internal and external organizational processes, I am still getting electronic mail with the wrong last name "*******".Second: Ms. ***** ** ****** should get in touch with me and apologize for the poor behavior of the team she oversees.Third: Restate all my policy services as the initial date the policy was open.Fourth:Provide communications via electronic mail as well as regular mail

Business Response:

Ms.

 

 

***** ******

Ameriprise

 

Belter Business

 

 

Bureau of Wisconsin

 

1010

 

 

1 W. Greenfield Ave., Ste. 125

 

Milwaukee, W

 

 

I 53214

 

I

 

 

nsurance Company

 

IDS Property

 

 

Casualty

 

Insuran

 

 

ce Company

 

Re: BBB File

 

 

Number: *******

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

 

C

 

 

omplainant:

 

Policy Numb

 

 

er:

 

NA

 

 

IC Number: ***** - IDS Property Casualty Insurance Company

 

Dear

 

 

Ms. ******:

 

Thank

 

 

you for sending the complaint filed by Mr. ******** ******, which we received on Febmary 28,

 

2012.

 

 

We understand that he had several concems about the service he received regarding his automobile

 

po

 

 

licy. We appreciate the opportunity to address those concems - our response to each is provided below.

 

 

 

"Make sure my name is

correct in all internal and external organizational processes; J am still

 

g

 

 

elling electronic mail with the wrong las/name ********

 

 

 

'. "

 

On

 

 

January 23, 20 12, M1'. ******* in formed us that we had his name spelled incorrectly, and we

 

i

 

 

mmediately updated it.

 

"Ms. 

 

 

***** * ****** should get in touch wiL

me and apologize for the poor behavior of the team

 

s

 

 

he oversees. "

 

We

 

 

spoke with Mr.*** *** on Feb mary 28, 2012, regarding the service he received and the vehicle

 

inspection for his

 

 

** ** ****** ******. We also spoke with him again today, March 2, 2012, to see

 

if there were any additiona

 

 

l concerns. He said his concems were addressed on February 28,2012.

 

 

 

"Reinstate all my policy services as the initial date the policy was open"

 

We received

 

 

Mr. ******'s vehicle inspection on February 28, 20 12, showing the inspection was

 

comp

 

 

leted on February 24, 2012. The physical damage coverage on the ** ** ****** ****** was

 

reinstated effect

 

 

ive Februmy 24, 20 12, the date it was suspended.

 

 

 

"Provide communications via electronic mail as weI! as regular mail. "

 

.

 

 

We automatically mail all of our communication via the postal service, and when a customer calls to

 

make a

 

 

change to a policy, we offer to email the updated informat ion to them.

 

i

i

Page 2 of2

BBB File Number *******

If you have any questions about this infonnation,

 

~ou may contact me at * ***** ********, Ext. ****.

 

I

i

Sincerely,

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

Senior Client Service Resource Team Leader

IDS Property Casualty Insurance Company

Ameriprise Auto

 

& Home Insurance

 

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

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

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

 

 

Consumer Response:

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

Better Business Bureau:

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

 

Regards,

 

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2012 Problems with Product/Service
1/26/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service | Complaint Details Unavailable
1/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The insurance has been claimed for auto collision on Dec 02 2011. Policy No.: ********** Claim number: ******* The Claim Representative ****** ****** delayed auto repairing process for 17 days. The car was appraised too less than actual repairing cost and the body shop faxed and called to the appraiser ***** ***** to adjust repair cost several times. But the appraiser ***** ***** nor Claim Representative ****** ****** has never responded to me or body shop. Therefore the car can't be started repair for 17 days of the claim. The Claim Representative ****** ****** and the appraiser ***** ***** has never answered phone and never responded for the supplemental requests. Also, I have the coverage of the rental car reimbursement for 30 days. But the insurance has declined reimbursement and rented car with direct bill only. The direct bill daily rate is higher than my own car rental reimbursement. The car rental coverage is getting ended while the insurance is delaying the process.

Desired Settlement: Immediate response from claim representative and the appraiser. Extension of the car rental reimbursement during repair. Replacement of the claim representative. Acceptance of the car rental reimbursement.

Business Response: Dear Ms. ******:
******* *** * ***
***********
December 2, 2011
********* *****
**** ****** ********* **** ********** ***** ** ***** ** ********** ******************
********** ********* ******* *** ******** ******** ********* *******
***** - IDS Property Casualty Insurance Company
Thank you for sending the complaint filed by Mr. *** ***, which we received on December 20,2011.
We understand that he feels there was a delay processing the claim. We appreciate the opportunity to
address his concerns.
Ameriprise Auto & Home Insurance took four business days to inspect Mr. ***'s vehicle and authorize
the start of repairs. Following that approval, it took seven days for the repair facility Mr. *** selected to
begin repairs and provide a request for supplemental payment.
This claim was reported by the other party involved in the accident on Friday, December 2, 2011. 'While
we initially exchanged voicemails with Mr. ***, we were able to speak with him on Tuesday, December
6,2011, and outline the claim process. We explained that we would inspect the vehicle and contact him
with approval to begin repairs on December 12. On December 12 - four business days later - we sent an
email to Mr. *** to inform him that his claim had been paid. We also faxed a copy of the repair estimate
to the repair facility that indicated the outlined repairs were paid for and that repair work could begin at
Mr. ***'s direction. When Mr. *** called our office on December 15, we reiterated this information to
him.
On December 20, 2011, at Mr. ***'s request, we contacted the repair facility with additional instructions
for supplement payments. They were requesting additional payment for a wheel and tire that had been
completely removed from the vehicle during the inspection as well as increased cost for parts. We
explained that to support their request the industry standard is to provide part invoices (to show the cost
was above that outlined in standardized estimating software) and a photo of the damaged wheel (since it
was not able to be inspected when our representative was present). On December 21, the repair facility
indicated that they ordered parts and submitted the supplemental information for approval - however,
they did not start repairs to the vehicle prior to this. The normal procedure is to begin approved repairs
while supplemental or additional items are pending approval to avoid repair delays.

Mr. *** also raised the concern that his rental vehicle cost is greater than his rental coverage limit. Mr.
*** selected rental coverage of $35 per day; he chose to rent a full-sized vehicle for $31.50 per day.
During our conversation on December 6, we did inform him that any taxes and fees above $35 would be
his responsibility. The rental location Mr. *** used does offer customers economy, compact, mid-sized,
and standard vehicles for $18.50, $20.50, $24.50, and S28.50 per day, respectively.
Our claims representative will work closely with Mr. ***, the repair facility, and the field appraiser
throughout the remaining repair time to facilitate the process. Our goal is to resolve every claim as
quickly as possible and mitigate any repair or rental costs our customers must incur.
If you have any questions about this information, you may contact claims supervisor ****** ******* at
###-###-####, Ext. **** or me at ###-###-####, Ext. ****.
Sincerely,
******** ********* ********** ******* * ****** ********** *** ******** ******** ********* ******* ********** **** * **** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2012 Problems with Product/Service | Complaint Details Unavailable
1/3/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My family was involved in a no-fault auto accident on 08/11/11. Our insurance carrier at the time was Ameriprise Auto & Home. After the accident I called Ameriprise insurance company and gave a statement of the accident. I spoke with claims representative ****** *****. During the statement ****** ***** told me that if my family needed medical treatment that we were covered up to $5000.00 for each person in the vehicle. The statement was recorded. My family sought medical attention a few days later. We than began treatment for our injuries soon thereafter. The Doctors that we have seen have not been paid anything for our medical expenses; all they have been getting is denials. The claim is being overseen by claims adjuster *** *******. My family has several thousand dollars of unpaid medical bills, with co-payments unpaid. We keep receiving denial letters that have been sent to an address we no longer reside at. My wife has informed *** ******* numerous times to update her information, so we can receive future mailings from Ameriprise. My only option left is the BBB and the California Department of Insurance. Our wages may be garnished for these unpaid bills. I paid my insurance premium every month and this is what kind of treatment we get. Last denial letter dated: 12/06/11 and sent to the wrong address.

Desired Settlement: I would like Ameriprise to have upper level management look at our submitted medical bills and process the bills that have been properly submited.

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 am happy to inform the BBB that my family's medical claims are  being processed and paid now. Amerprise Home & Auto began paying claims on or around the 26th of December 2011. I am very satisfied with the outcome of the complaint. The majority of the claims have been paid and I am confident that the remaining claims will be paid. I would like to close the case with the BBB. I thank the BBB for the help and the ultimate outcome of this dispute.

Sincerely,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2012 Problems with Product/Service
11/14/2011 Problems with Product/Service
11/8/2011 Guarantee/Warranty Issues
11/8/2011 Problems with Product/Service
11/6/2011 Problems with Product/Service
10/25/2011 Problems with Product/Service
10/15/2011 Advertising/Sales Issues
10/6/2011 Advertising/Sales Issues
9/15/2011 Problems with Product/Service
8/22/2011 Billing/Collection Issues
8/2/2011 Problems with Product/Service
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