Linda sent a message to James M. Cracchiolo – Chairman and Chief Executive Officer of Ameriprise Financial – Email Address that said:
Dear Mr. Cracchiolo,
Below is an email response I have sent today to your auto claims supervisor, Alex Nguyen regarding the claim handling debacle of my car. I pray that my letter does not fall on deaf ears.
Dear Alex Nguyen,
This is a follow up to our conversation this morning regarding Ameriprise refusing to honor the terms in our insurance contract.
I telephoned you in an effort to finalize the auto repair for the 2014 Black Scion which is currently at the Toyota Carlsbad Collision Center.
I received a telephone message from Shanda , Ameriprise Claims Adjuster, stating that all repairs have been placed on hold because Toyota Carlsbad will not take/send photos to Ameriprise of the painting process (includes buffing/sanding) typically used on all cars in repair. Toyota suggested that Ameriprise send their adjuster to take photos if that is what Ameriprise needed.
Shanda's left a voicemail stating, "Hi Linda...your shop will not send photo evidence of work and procedures. Unfortunately, we do not have anyone that can go out within the next few days. Basically, your vehicle is being put on hold because your shop will not send photos that we are requesting..".
You have concurred that Ameriprise directed Toyota to stop work on my auto because Ameriprise cannot get their adjuster out to take photos until Friday, October 7, 2016, three days from today.
I conveyed to you that the auto rental should be extended since Ameriprise DOES NOT have an adjuster available until Friday and that Ameriprise that has delayed the repairs. You attempted to convince me that Toyota Carlsbad is causing the delay. I DISAGREE! Ameriprise is causing the delay. Further, you stated that this is an additional work repair that needs approval. However, the original work estimate clearly states that painting is required (which includes buffing process).
You also stated that the rental car coverage will be stopped and any additional rental expense until the Ameriprise adjuster goes to Toyota Carlsbad Collision Center on Friday, October 7, 2016, will be the liability of the Insured, ME!
I ended the phone call because you repeatedly told me that "All other repair shops provide photos..". My reply to yoor statement concerning all other repair shops, "I have the legal right to have my auto repaired anywhere I choose". I also stated that it seems that Ameriprise is upset with Toyota Carlsbad. Now, me the Insured who has faithfully paid their premiums on time, is now left to pay for a coverage provided in my contract because of a "personal issue" between Ameriprise and Toyota Carlsbad Collision Center. RIDICULOUS!
I confirmed with K.C. at Toyota Carlsbad Collision Center that the painting process was included in the original estimate that has been approved. There is no additional process needed as you suggested in our conversation.
This entire claim process has been a nightmare beginning with the lackluster service provided by Shanda Oriol, Claims Adjuster. Ameriprise is now selectively NOT honoring the contract to provide rental coverage until the auto is repaired and I am being penalized for your decision. This is not reasonable; for no other reason than Ameriprise being unable to dictate to Toyota Carlsbad Collision Center demands that are not within the scope of Toyota's company polices, I, the Insured, have to experience further suffering and additional loss!
Since you have decided to "shut down" any repairs until your demands are made, I am will be without a rental car for which I have paid coverage for in my policy. By the way, the rental reimbursement coverage limit has not been met.
This policy administration smacks of a prior claim I had with Ameriprise in 2009 where an Ameriprise Adjuster in California, Palmore Appraisals, attempted to "photoshop" damage to my car, and submit it to Ameriprise in order to reduce the loss amount to avoid settling my claim as total loss! Palmore Appraisals did not realize I had the original photos from the accident scene and when I called him out on his deception, he immediately deemed my car a total loss as it should have been. Dishonest practices!
By the way, a copy of this letter is being sent directly to Mr. James M. Cracchiolo, Chairman and CEO of Ameriprise Financial. I am also sending a copy to Costco CEO, W. Craig Jelinek.
Sincerely,
Linda
