Scott's complaint:
January 14, 2013

Insurance Company: Safe Auto Insurance Company
Coverage Type: Auto/Boat/Motorcycle

• Claim Handling - Rude/Abusive Adjuster
• Claim Handling - Delays upon Delays

This accident happened on November 12th, after I contacted SafeAuto and started this process leaving messages with Terrail to call me at work as I could not receive cell phone calls at work. It was not until Nov 21st that Terrail finally returned my call, leaving me a message on my cell phone at around 3:00pm saying it was 3:00 and he would be leaving for the day and would not return until the following Monday and I should call him then. I called Monday and left messages both Monday and Tuesday, when he did call back Wednesday to tell me what the value was for my Explorer and I tried to talk with him about it he was combative, derogatory and completely unhelpful in trying to understand that I thought the valuation was very low. I asked to be transferred to his supervisor Delores she asked me to provide some proof that substantiated my claim that the value was low. Which I did and she asked the estimator to redo the evaluation. I do not remember the day this was done some time around the second week of December I think, as I never received any actual paper work on the new value only a phone call from the estimator telling me that he was wrong in his first evaluation and had increased the value and would get that information to Terrail. I again left several messages with Terrail trying to get this information, after receiving a letter from Terrail saying HE could not get in touch with me I called and Delores informed me Terrail no longer worked there. Now after leaving messages with Delores and sending emails I am under the impression that Delores no longer works there either. When this accident took place the payoff for my Explorer was $8,800.00 I have no idea how much this has increased because of late fees and penalties as NO ONE at SafeAuto ever called Wells Fargo to inform them that the Explorer was totaled, even though both Terrail and Delores had the information for Wells Fargo. I told Wells Fargo about the accident and that SafeAuto had totaled the Explorer, however they needed SafeAuto to confirm that information. Not to mention that at some point I was informed by Delores that SafeAuto had lost my paperwork, that I understand from your email that it has been found. I did not have rental car coverage, however I doubt you would have allowed this to drag on as long as it has if SafeAuto had been paying for a rental car for this length of time. I have endured mental, physical and emotional distress in this matter as I have not been able to secure transportation because I still have an outstanding loan on a vehicle that SafeAuto totaled and has not made a significant effort to payoff. I have had to borrow vehicles, beg for rides from friends and my children, and as of today still have not seen any paperwork as to what the new value of my Explorer is.

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