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  1. 3.0
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    Year on year they are increasing my premium with out even a single claim.

  2. 1.0
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    On 5/1/17, I called Union Mutual Of Vermont to report a possible loss/theft of my diamond engagement ring and wedding ring. I spoke to Christine Carter who explained it was covered by my homeowners and I would have a $250 deductible. She then called me back and explained I had insured my rings for replacement cost. She told me I could go to any jeweler to get an estimate and I had no deductible. She verified a few times that they were insured for replacement cost. I even asked her to be sure. Through several emails and phone conversations, I verified that it was replacement value. I got an estimate on what it would cost to make an exact copy of my rings from Jewelry Creations in Dover. I spoke to my former retired jeweler and she sent the company a letter verifying the cut, clarity, quality, and sizes of my diamonds. I provided everything they needed. Once I completed everything they asked, I was told they needed to get an appraisal from their company jeweler. When I called to see the status of my claim, I was told their jeweler said my rings could be replaced for approx $3800 and the insurance company would only pay the cash value of what I paid for my rings in 1994 which is not replacement cost. I was told I should have updated the policy and it was my fault I was under insured. I was never advised to do this nor contacted by anyone from USI to update my policy. I just updated my homeowner’s policy in October and it was not mentioned to update my rings. When I purchased the policy, I was never told this was a requirement. I thought I had purchased replacement cost insurance. When I questioned what the Customer Service Rep had told me, the adjuster, Wendy Benway blamed the misinformation on the Claims Rep, Christine Carter. She said she was a new employee and did not understand my policy. I have since found out, Ms. Carter has been with the company since March 15, 2015. Ms, Benway said that since the rep was new, that made the information Christine provided me invalid. I also asked for them to provide a breakdown of prices for stones and each ring from their jeweler like I provided them and they said they could not.
    I just would like them to pay replacement value year 2017 prices to the jeweler of my choice which is approx $7900. I have provided an estimate and drawings to the insurance company with a list breakdown of the cost of each stone and ring. I did this so they can see I am replacing my ring with the exact diamond 4c’s as my previous ring.
    I have all email correspondence with the company to date. The company also sent me a check for only the 1994 purchase price of my rings, which is $2990. I asked them not to send any checks until we could come to a reasonable solution and I was told they wanted to close this claim and sent the check anyway. I will not be cashing the check until we come to a proper agreement. I also have documents from my former jeweler and estimates from my current jeweler. Both state the $3800 estimate from Union Mutual is very unreasonable.

    I was not confused, I was told misinformation on several occasions by representatives of Union Mutual Fire Insurance Company. This issue has not been resolved to my liking. Please consider the following points.
    In 1994/95, my husband and I met with Rachel Fall, an agent with AD Davis in North Conway, NH and added our engagement/wedding rings for replacement value to our house insurance. We specifically asked her to add these at replacement cost because we felt they were a large investment we could never afford to replace again. It took us several years to save the money to initially pay for our jewelry. (AD Davis is an insurance group that negotiates the best rates with various companies and picks the best fit. Rachel has since retired from the insurance business.)

    Rachel Fall added our jewelry to the policy as we asked. The only thing we were required to provide was the original receipt of the 3 rings insured. We provided the receipt to Rachel Fall. Union Mutual currently has the receipt or a copy of said receipt.

    We were never required to provide anything more. An appraisal was never initially asked for nor required. We were never told we had to update the value or provide an appraisal every 3 to 5 years.

    December 2016, we were contacted by USI INSURANCE SERVICES LLC, a representative of Union Mutual Fire Insurance Company that our house insurance was undervalue and we needed to increase our coverage. This has been the only time since 1995 we have been contacted by USI or Union Mutual to increase our coverage. During this review, we were not reminded or asked to get an appraisal to update our ring schedule. This would have been a perfect time to do so and this mess would not be an issue now. We did increase our homeowner’s insurance but not our rings. The ring schedule never entered the conversations.

    When filing the claim, I was asked by Union Mutual to get an estimate from a jeweler of my choice. Why? If it is only going to be covered for what I paid for it in 1994, why not just cut me a check? Why did I go through the hassle to get a DETAILED estimate if my rings were not covered for replacement cost? My estimate included actual drawings taken from photos of my original rings. It had a line by line breakdown of each stone and gold cost so Union Mutual could see what actual the costs are and to verify I am not adding anything extra to the ring.

    Union Mutual claimed they also got an appraisal from Hannoush Jewelers much less than my estimate. I asked if they could provide me a break down of the cost of the gold and the stones so I could compare and be assured they were quoting me prices for the same quality/size stones I insured. It is only fair they provide me with the same information I provided them with. Again, why get an estimate if I was not getting replacement value 2017 prices? When I asked for a detailed estimate all Ms. Carter provided me was an email conversation with the Insurance Company Jeweler. Ms. Carter told me it is company policy NOT to provide customers with the actual estimate breakdown.

    Through several conversations with Christine Carter, I was assured that my rings were covered for current replacement cost and that is why I needed an estimate. I asked her repeatedly and she assured me that they were and to go anywhere I wanted, get an estimate and then they would pay the jeweler. This information changed after Union Mutual got their estimate from Hannoush Jewelers. Hannoush Jewelers works for Union Mutual and I have since been told by several jewelers, two who have been employed by Hannoush Jewelers, that Hannoush Jewelers will extend a discount to the insurance company for their business which will not be passed on to the customer so the estimate is lower than many retail jewelers. Hannoush will also provide a much lower estimate to the insurance company in hopes to gain the sale from the customer. This does not seem fair or a good practice of an upstanding, honest company.

    I am also concerned by the misinformation provided by Christine Carter. I was first told I would have a deductible and my rings were covered by my house insurance. She later called and told me that I had a schedule added to my policy for replacement cost, I would not have a deductible and my rings would be replaced once I got an estimate. When I brought this point up with Wendy Benway, Claims Staff Examiner for Union Mutual, she told me that Ms. Carter did not understand my policy since she was a new employee. I have since learned, Ms. Carter is not a new employee. Christine Carter has been with Union Mutual since March 2015, enough time to be trained especially when dealing with sensitive subjects such as claims and large sums of customer’s money. You would think a company would be positive their employees were not misleading the customer and if their employee inadvertently did, they would stand by the information provided by the employee and honor their word, correct or not. This was not a misunderstanding. This is misinformation and failure to provide accurate information on the part of Union Mutual Fire Insurance Company. Information has since been clarified to satisfy Union Mutual but not my husband or myself. We signed up for full replacement value. If the company dropped the ball somewhere, that is not our fault and we should not be penalized for their mistake.

    To rectify this issue, I just would like Union Mutual Fire Insurance Company to pay year 2017 replacement value to the jeweler of my choice which is approx. $7900. I have provided an estimate and drawings to Union Mutual with a list breakdown of the cost of each stone, gold and ring. I did this to prove I am replacing my ring with the exact diamond 4c’s as my previous ring. I would do anything to have my original rings and not having to go through this horrific ordeal. Not only are my sentimental rings gone, I must endure this battle with Union Mutual because of a series of mistakes on their part. No customer who has faithful been a client for over twenty years should be treated this way.

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