Unprofessional-ism at National General Insurance
My husband and I decided to put our trailer up for sale as the sleeping arraignment was too uncomfortable for a person with my disabilities’.
We queried National General Insurance about the type of coverage we would have while our RV was on the PPL consignment lot at Cleburne Texas. We were assured that comprehensive coverage is still active while our RV was in Storage Coverage mode, and it would be covered for damages, even while at PPL. I confirmed this with a second call later. Our RV was placed in Storage on the day it was parked at the PPL location.
On May 29th during a severe storm, our trailer door was damaged. We were notified of the damage the next morning. I immediately called NGI and was assured that the damage was covered, and my call was transferred to the Claims Department to start the claims process. I received an e-mail on this same date giving me my claims number, and the name of our claims representative. We were told we would be contacted by them in 24 hours.
On June 1st I called NGI and was informed that our claim was handed over to another person, and I was assured that I would hear from them in 24 hours. I was transferred to their line and I left a message with the claim number, requesting they call me.
On June 2nd I called and spoke to NGI to change coverage to a verbal term storage removal for 24 hours so that we could tow the trailer to Camping World in Denton Texas for repairs. On this day I did receive a call from our claim representative (the one and only time he ever called us) and he asked for a copy of the PPL Listing Agreement. This was sent to him that very day via e-mail. During this call he said that any coverage for damages was questionable while at PPL. I told him that we had been assured twice by NGI that we would be covered for damages while at PPL. He disagreed. he stated that he would put this before his Manager that day and we would hear back from him “tomorrow”. We never did.
On June 4th I reported to NGI that our RV was at Camping World in Denton for repair and confirmed that it was in Storage mode. I sent the claims rep. an e-mail letting him know the new location of our RV, the name, phone number and e-mail address of the Service Department Representative. I also stated that every time I spoke to anyone at NGI I was assured that our trailer was and would be covered for damages while at PPL. The Rep. stated that he would put this before his Manager for his opinion.He sent me an e-mail stating that under section 14 of our policy, our claim would not be covered while:
a. It is being rented or leased to others.
b. It had been sold to another
c. It was under a conditional sales agreement by us to another
I replied immediately that;
a. Our RV had not been rented or leased to another.
b. Our RV had not been sold to another.
c. Our RV was under a Listing Agreement, not an agreement of sale to another.
We never received a reply to our rebuttal.
On June 17th I called the rep., requesting information on the progress of our claim, and to speak to him regarding his lack of responsiveness. He stated that he believed our claim will be denied due to the RV being at PPL for sale, and that he would put this before his Manager for a decision. He has said this before, and it is a clear indicator that he had done nothing pertaining to our claim. I then called his Supervisor and relayed to him all that I have stated here. He said he would review our claim and call us back by tomorrow.
Today is June 24th and as of yet we have not heard anything from the Supervisor or our claim rep. No e-mails, no calls, no voicemail messages, nothing. The Service person at Camping World in Denton, has not received any reply to the e-mails and calls she has sent to NGI. Mr. Lemonis, is this what your company believes is providing us with a ” genuinely caring Claims experience”, as stated in the first e-mail I received from NGI on May 29th? This same e-mail states that “our satisfaction is your ultimate goal”. Really?
We queried National General Insurance about the type of coverage we would have while our RV was on the PPL consignment lot at Cleburne Texas. We were assured that comprehensive coverage is still active while our RV was in Storage Coverage mode, and it would be covered for damages, even while at PPL. I confirmed this with a second call later. Our RV was placed in Storage on the day it was parked at the PPL location.
On May 29th during a severe storm, our trailer door was damaged. We were notified of the damage the next morning. I immediately called NGI and was assured that the damage was covered, and my call was transferred to the Claims Department to start the claims process. I received an e-mail on this same date giving me my claims number, and the name of our claims representative. We were told we would be contacted by them in 24 hours.
On June 1st I called NGI and was informed that our claim was handed over to another person, and I was assured that I would hear from them in 24 hours. I was transferred to their line and I left a message with the claim number, requesting they call me.
On June 2nd I called and spoke to NGI to change coverage to a verbal term storage removal for 24 hours so that we could tow the trailer to Camping World in Denton Texas for repairs. On this day I did receive a call from our claim representative (the one and only time he ever called us) and he asked for a copy of the PPL Listing Agreement. This was sent to him that very day via e-mail. During this call he said that any coverage for damages was questionable while at PPL. I told him that we had been assured twice by NGI that we would be covered for damages while at PPL. He disagreed. he stated that he would put this before his Manager that day and we would hear back from him “tomorrow”. We never did.
On June 4th I reported to NGI that our RV was at Camping World in Denton for repair and confirmed that it was in Storage mode. I sent the claims rep. an e-mail letting him know the new location of our RV, the name, phone number and e-mail address of the Service Department Representative. I also stated that every time I spoke to anyone at NGI I was assured that our trailer was and would be covered for damages while at PPL. The Rep. stated that he would put this before his Manager for his opinion.He sent me an e-mail stating that under section 14 of our policy, our claim would not be covered while:
a. It is being rented or leased to others.
b. It had been sold to another
c. It was under a conditional sales agreement by us to another
I replied immediately that;
a. Our RV had not been rented or leased to another.
b. Our RV had not been sold to another.
c. Our RV was under a Listing Agreement, not an agreement of sale to another.
We never received a reply to our rebuttal.
On June 17th I called the rep., requesting information on the progress of our claim, and to speak to him regarding his lack of responsiveness. He stated that he believed our claim will be denied due to the RV being at PPL for sale, and that he would put this before his Manager for a decision. He has said this before, and it is a clear indicator that he had done nothing pertaining to our claim. I then called his Supervisor and relayed to him all that I have stated here. He said he would review our claim and call us back by tomorrow.
Today is June 24th and as of yet we have not heard anything from the Supervisor or our claim rep. No e-mails, no calls, no voicemail messages, nothing. The Service person at Camping World in Denton, has not received any reply to the e-mails and calls she has sent to NGI. Mr. Lemonis, is this what your company believes is providing us with a ” genuinely caring Claims experience”, as stated in the first e-mail I received from NGI on May 29th? This same e-mail states that “our satisfaction is your ultimate goal”. Really?
