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I have recently purchased a new vehicle, and asked Founders (my ins company that I had been with for 6 years) for a quote with the new vehicle and my old one taken off- was given 1320/ year as a verbal, over the phone quote, gave make and model of car and I was told that would probably be enough- spoke to ***. I then went ahead and bought my car and was making sure I had coverage on it and spoke to *** where she did the same quote with the exact VIN number our my new car and told me it would be 2127/ year... I asked for how the difference was possible, she was not sure. I then said I would wait for my normal rep, *** to be back in office and see if she could understand what happened. I was told by *** that I could use that higher ins policy just so I had temp ins to get new car home, and that I could change it when I spoke to *** later that week. ***- Due to an error with their website/ the program she used to give me the original 1320/year quote was inaccurate.. I now was stuck with the 2127, and informed there would be a 350 penalty fee if I changed my policy or went elsewhere. Signed on with another company that put their quote close to my original with founders, and told Founders I will be canceling current policy Sept the 15th. I had already paid Aug 13th- old vehicle/ before purchase of new vehicle- at 57.48 and Sept payment would come out on the 13th for 191.45.. for 2 days worth of coverage before I switch to new company... As penalty was 358.73 to cancel within a month of renewing with them, they said they took out the two payments for aug and sept, leaving me with 110 to e transfer them.
I was given a quote that they failed to follow through with, was made to feel like I had no option but to temporally agree to to new much higher quote ( over 1000 difference)-and was told I could switch no problem after the issue was cleared up- with no mention of a penalty. I am very frustrated and feel like this is not normal practice. Mentioned scenario to a family member and they thought so as well and referred me to Revdex.com.
Hello,
Please note summary of events in clients file.
Aug 15, 2019 Client called to advise us purchasing new car - she was not aware of what she was purchasing - we advised we will require Year, make, model, VIN and finance details - client did not request pricing
Aug 19, 2019 Client called to advise purchasing a 2019 *** this week - we entered the change in our WIP without VIN – gave client approx. $1300 – adamant pricing could change based on VIN.
Aug 26, 2019 Client called to advise the VIN of the car - *** advised the pricing would go to $184 per month. our broker note states "She's really not happy that it's such a big difference, but she's actually really nice about it. Will call back to talk to ***.
Aug 27, 2019 Client called for temp card for new car - we sent client temp liability card and emailed the dealer confirmation of insurance – client bought vehilcle based on $184 per month from ***
Sept 5, 2019 client received policy called to ask why pricing was so high - *** did try and quote the car on Aug 19 without the VIN - so the pricing she gave the client was different from what *** advised yes, *** gave client correct pricing on Aug 26, 2019 .
Sept 5, 2019 *** sent email fully explaining situation re pricing. Client was given correct pricing at the time VIN was provided.
Sept 12, 2019 client called to cancel, was advised of short rate cancellation method that all insurance companies (not brokers) charge upon cancelling.
Client confirms that the funds are in the account for the new payment amount, and is fine with paying $110 short rate as she e transferred it to her.
This client was accepting of our correspondence and we have emails and notes on file showing. Based on her final sentence in the complaint it is an after thought.
To date September 17, 2019 at 9:31 amwe still have not received as signed cancellation from the insured.
I am rejecting this response because:
It sounds like if I had kicked up a fuss there would have been a different outcome- the point of this complaint is that I felt I was not given the proper info especially when it came to renewing the policy under my new vehicle- I was told I would be able to speak to *** when she returned and potentially figure out how to get back to the original quote she had given me. If I had been informed that I would be locked into the policy or pay 350 I would not have switched at that time. I had been with this company for years with no changes to my account- this was not knowledge I had been actively provided with. Even if I had known it was standard practice for there to be a cancellation it would have been an excellent point to mention the fee. the 110 value is one I find acceptable- I had been told it was closer to 350 - the 2 days into my policy for Sept I am being charged the full month cost of 191 dollars.. If the 350 was not the full cancellation fee then why was it described to me that way? I tried to be nice and understanding with reps as I understand they are doing their jobs, but I still feel like this was a way to get as much out of am unknowledgeable client as possible before she left.
I have issue with how I had been told the cancellation fee was 350 and now its only 110? I was made to feel like they thought they were doing me a favour, by taking off the 2 previous months charges, leaving the difference at 110.. If it is the case that the fee is 110, I have no complaint, but I would like for the month of Sept to be refunded back (or for the 28 days to be refundeded, take off the 2 days I was covered for )
I have had a home insurance policy since 1994, with the same firm, although the brokers have changed over the years. I decided to change firms for my own reasons. On the renewal notice , it stated "If this policy renewal is no longer required, you must notify us." I did exactly that when the term of the contract was over. The term ended June 28, 2019.
Despite my notification by call in early June, I received a lapse notice from the insurance company.
I called the firm (broker) and informed then I was not renewing, that I had informed them and called them. This time I was told that I "must" come in to their office to sign a paper to say I do not wish to have the insurance. I told them I had given notice. I was informed that they "could not" cancel the insurance without me making a trip to their office and sign their paper, as the insurance was an automatic roll-over policy. So apparently they are refusing to notify the actual insurer that I no longer wish their services. I was not aware of this at all, it certainly was NOT the case when I initially bought insurance in 1994. I am 74 years old, feel threatened by this behavior and feel bullied by this company.
Reply:
We want to thank you for your letter of Aug 6, 2019 re complaint # 13709396 .
After we reviewed our files and recorded phone conversations we have determined that the insured was advised she could come in and sign off the policy or she would receive a lapse notice.
On June 11, 2019 aprox 9:48am.*** called to advise she no longer needed insurance. She spoke with *** of our office in New Minas, NS. The recorded phone call records following
*** – Ah yes good morning my name is ***. And I have had home insurance with you guys.
*** - ok
*** is your address as *** Rd. Did you get your insurance elsewhere?
*** replied - yes.
*** - ok I need signed cancellation or I can note the file and it will lapse on renewal. Can I ask where you went?
*** replied, No that is private.
The file was noted that she called. The insurance company will not accept a written request from us to lapse the renewal without a signature. So *** will send our reminders and a lapse notice automatically and we do not have any way of stopping that.
On July 25, 2019 aprox 10:48 *** called and spoke to *** of our New Minas NS office. *** was unhappy that she was receiving notices from *** with regards to payment. The recorded phone call records:
*** Good morning , my name is *** and I just cancelled my house insurance with you guys.
*** –what’s the last name
*** – ***. She spelled it out.
***- Ok
*** – and I did call you and I did call you that I was not renewing and yet now I get a late notice or a lapse notice in the mail from ***. So it sounds like to me you are not forwarding the information.
*** – you have to come in and actually sign an application form or they will just lapse on renewal. So it will cancel.
*** – I’m just not going to renew it. Why do I have to sign anything. I’m just not renewing it. That’s ridiculious I have to sign something. Just because I don't want to …
*** – The policies automatically renew, Without a signature they automatically renew.
*** – No.
*** – without a signature the automatically renew.
*** - well there is no such thing as automatically. I did not sign up for automatic. Form said to give you guys a call when I did not want to renew. I did give you a call and I do not expect to be getting lapse notices in the mail so you just cancel it and that should be it because I do not wish to be into the insurance with these guys any longer.
*** – we can’t do anything at this point unless you sign a cancellation memo.
*** – well, what you mean I can’t.
*** – we can’t request a cancellation without a signature.
*** – You won't you won’t. Anyway I will just keep trashing them and you just keep waisting your money on the mail. Goodbye.