Wawanesa Insurance/ Francine R. Lanser Rude and accusatory behavior San Diego California

I filed a claim for rodent damage that happened when rats/mice nested in the engine compartment of my 2011 Toyota Tundra and chewed some wiring. My claim was assigned to Francine Lanser.

Initially, when I got into my truck to go to the train station, my dashboard lit up like a christmas tree. Because my truck is still under its extended warranty, I believed it was a technical issue since I drive my truck every day. Toyota of Carlsbad advised it was rodent damage and I authorized them to repair the damage. It cost me $800! When I picked up my truck, my advisor told me the damages may be covered under the "Comprehensive" portion of my auto insurance policy. I have a $300 deductable for Comprehensiave coverage through Wawanesa Insurance Co.

Ms. Lanser called and left a message on my phone. In that phone call, she was accusatory and told me the claim was "questionable". Basically, calling me a liar! Following 29 years in law enforcement, I felt her rude words were unwarranted and wondered how she could come to a conclusion before talking to me, observing the damages, or reading the dealership reports. She made that determination simply from a claim number!

When I returned her phone call, she was rude and discourteous, chastising me for not listening to my phone messages. (I actually did listen to the messages, hence, I called her at the number she left!) I sent photographs of the damage (taken by dealership personnel) along with Toyota of Carlsbad invoices and receipts, however, have not heard back from her. At this point, I assume my claim has been denied by her. I have been unable to get in touch with her.

Wawanesa Insurance Company has a Mission Statement on-line.

Mission

"Earning your trust since 1896"... As a policyholder-owned mutual insurance company, we will continue to earn trust by providing quality products and services at the lowest price which supports long-term growth and financial stability.

Values

• We treat others in a respectful and truthful manner.
• We conduct business with integrity, honesty, consistency and fairness.
• We act ethically and lawfully.
• We take pride in making service a priority.
• We encourage collaboration, innovation and excellence.
• We support the communities in which we work and live.

Ms. Lanser violates her own companies values, repeatedly. Apparently words are just words, and are not worth the page they are printed upon. I have started searching for a new insurance company. Buyer beware....