March 31, 2000

Staci L. Jackson

Allstate Insurance Company
Central Market Claim Office
PO BOX 168248
Irving, TX 75016-8248
Attention:  Mr. Mike Hill

RE: Claim # 6092283495

CERTIFIED MAIL

Dear Mr. Hill,

While I appreciate your timely reply, I am rather concerned with your response. For the second time, in my attempt to have this issue reconsidered, reevaluated, reinvestigated, etc., I have been told to "bring any new information to your attention for consideration", yet the " new information" I continue to present (and that was previously ignored) remains unacknowledged.

Let’s start over here with the facts of the matter, and please explain how you can continue to deny any responsibility for my loss being uncovered:

1. ALLSTATE, not I, changed the PAYEE from policyholder (ME) to Mortgagee APRIL 27, 1999. Why was this done? I did not request this change nor did the Mortgagee. Since this change implemented by your Agent started the problem of my not having insurance at the time my home was destroyed, why isn’t Allstate responsible?
2. The bill and policy were sent to mortgagee (NOT ME). If the change in item #1 had not been executed by your agent we would not be in this situation. Again, why is this my fault? It is your agent’s fault and his mistake.
3. Mortgagee died June 2, 1999
4. Executor of Mortgagee’s estate called me JULY 2, 1999 about the bill. I called my agent. He apologized and assured me he would take care of the matter. Why didn’t my agent take care of the problem as he indicated he would, if he had I would have had insurance at the time of my loss?
5. About 2 weeks later I received a cancellation notice. (Which by the way, was the only communication I received from Allstate until the refund check at the end of August). Why didn’t the agent notify me of the problems after he said he would take care of the Allstate mistake? Why are you blaming me for something your company and agent did?
6. The next 9 or so days I relied on the on the good hands of my apparently incompetent and negligent agent and his representatives to correct the gross mishandling of my policy by him and others elsewhere in the company. Why am I the person being penalized because of a mistake by your Company and agent?

The bottom line of this situation is that your company made an unauthorized change to my policy, without my approval, and your agent further compounded the error by not doing what he told me he would do to correct your mistake. In my humble opinion, all of this can be resolved by answering these two questions:

• Why did Allstate change my billing without my authorization?

• Why didn’t your agent do what I asked him to do, correct Allstate’s mistake, and send the bill to me which was the way it should have been in the first place.

This situation can be resolved in a very simple manner - - recognize that Allstate and your agent made the mistakes, which led to the problem.

I did not do anything to instigate the changes which your company chose to make, all I did was pay my premium notices when they arrived and expected to be covered for any losses that occurred with my home, my auto and my life.

My faith in Allstate to acknowledge it’s errors in servicing my policy, which ultimately led to my not having insurance at the time of my loss, along with my belief in Allstate to render a fair and just resolution is wearing thin, along with my patience. Please be advised that unless I receive a reasonable settlement offer within 7 days of this letter, I will have no choice but to contact the Texas Department of Insurance, as well as all remedies provided by law to protect consumers like me.

Regards,

Ms Staci L. Jackson

cc: Mr. Gary Briggs
File