Paradise General Insurance Services

June 05, I am addressing the issue regarding [redacted] 's policy with Kemper Speciality, policy number [redacted] , effective 02/13/This policy cancelled 03/29/ Mr [redacted] became an auto insurance client once again on 2/13/with a down pament and also signed all his necessary paperwork to have the payments (EFT) or come directly out off his credit card/debt cardHis 1st payment was due 3/13/plus due days after the orginal effective date Mr [redacted] had a history of starting new policies and causing the cancelltions due to non payment This payment was NSF on 3/13/Mr [redacted] was sent a notice dated 3/17/stating that the policy would cancel 3/29/Had Mr [redacted] paid $( the regular payment of $plus a $NSF fee) the policy would have remained enforce without a cancellationPlease note: Kemper Specialty policy regarding NSF: Clients can not switch a card or account on the EFT policy set up until the Company receives an acceptable paymentCash payment, Broker's trust account payment and money order in this instance are acceptable On 4/22/and while enroute to run a quick errand, I received a call from Mr [redacted] on my office phone which was forwarded to my cell phoneMr [redacted] told me that he had made a paymentPreviously he was a victim of the Target Store credit card fraud and he wanted to know which card was used and on fileI asked him to send the credit card number to my cell phone Once I returned I would call Kemper Specialty to address his cancellation and card issuesHe then told me that he needed to resolve an issue about his payment, previous credit card payment EFT and he also said that the girl in the office told him that he needed to sign a no lossThis conversation caused some concerns when I asked him about what the girl look likeThere are two females in the office who could have processed his payment or made changes, one older African American and the other younger and Caucasian I tried to follow Mr [redacted] 's story to determined who processed his payment or credit card changes as he allegesThe issue of looks and race came up because Mr [redacted] was not able to recall what the lady looked like who he alleges assisted him in policy changesMr [redacted] indicates that I hung up on him but only after continuing to assure him that I would call Kemper Specialty upon my return to the officeI was driving and needed to get off the phone I return to the San Clemente location Mr [redacted] was at the office front door with a female They followed me in but I was on the phone with the Alarm service regarding the other office The Alarm company told me that I needed to identify myself plus give the password and that's when I asked Mr [redacted] and his friend to please step outsideSo that I could stop the police callBut Mr [redacted] abliged meHe came back in alone to continue discussing the matter I talked to Mr [redacted] about the companies procedures plus rules but he was going on and on with his detailsSo I got Kemper Specialty UW ( a female) on the phone she made notes and dicussed the matter with Senior Underwriter Aaron CuttingSee the document from Aaron Cutting emailed and printed 6/3/in which he put the company notes of the 4/22/ discusion with Mr [redacted] and which took place in this San Clemente office In conclusion, we understand Mr [redacted] 's fustration in that he was involved in an accident without reinstating his policyEven when a person makes payments for years they still must follow company payment and reinstatement proceedures Mr [redacted] was notified by mail ( see attached docs), he had the responsibility to check his own card account to insure continuous coverage and he had history with this companies procedures, cancellations, reinstatements due to multiple policies during the year period with usMr [redacted] would have missed two payments after starting the policy on 2/13/Both of the first two payment3/13/plus a 4/13/ also prior to the called on 4/22/to Kemper Specialty, visit to the front of the San Clemnte office, therefore his policy would have been current by the time of the Aril, accident proclaimsPlease note, Mr [redacted] has yet to call in or make any official claim of an accident to Kemper Specialty Sincerely, [redacted] / Insurance Agent

June 05, 2014
I am addressing the issue regarding [redacted]'s policy with Kemper Speciality, policy
number [redacted], effective 02/13/2014. This policy cancelled 03/29/2014.
Mr [redacted] became an auto insurance client once again on 2/13/2014 with a down...

pament
and also signed all his necessary paperwork to have the payments (EFT) or come directly out off
his credit card/debt card.. His 1st payment was due 3/13/2014 plus due 30 days after the orginal
effective date . Mr [redacted] had a history of starting new policies and causing the cancelltions
due to non payment.
This payment was NSF on 3/13/2014 . Mr [redacted] was sent a notice dated 3/17/2014 stating that
the policy would cancel 3/29/2014. Had Mr [redacted] paid $78.97 ( the regular payment of
$58.97 plus a $20 NSF fee) the policy would have remained enforce without a cancellation. Please
note: Kemper Specialty policy regarding NSF: Clients can not switch a card or account on the
EFT policy set up until the Company receives an acceptable payment. Cash payment, Broker's
trust account payment and money order in this instance are acceptable.
On 4/22/2014 and while enroute to run a quick errand, I received a call from Mr [redacted] on
my office phone which was forwarded to my cell phone. Mr [redacted] told me that he had made a
payment. Previously he was a victim of the Target Store credit card fraud and he wanted to know
which card was used and on file. I asked him to send the credit card number to my cell phone.
Once I returned I would call Kemper Specialty to address his cancellation and card issues. He then
told me that he needed to resolve an issue about his payment, previous credit card payment EFT
and he also said that the girl in the office told him that he needed to sign a no loss. This
conversation caused some concerns when I asked him about what the girl look like. There are two
females in the office who could have processed his payment or made changes, one older African
American and the other younger and Caucasian . I tried to follow Mr [redacted]'s story to
determined who processed his payment or credit card changes as he alleges. The issue of looks
and race came up because Mr [redacted] was not able to recall what the lady looked like who he
alleges assisted him in policy changes. Mr [redacted] indicates that I hung up on him but only after
continuing to assure him that I would call Kemper Specialty upon my return to the office. I was
driving and needed to get off the phone.
I return to the San Clemente location Mr [redacted] was at the office front door with a female.
They followed me in but I was on the phone with the Alarm service regarding the other office.
The Alarm company told me that I needed to identify myself plus give the password and that's
when I asked Mr [redacted] and his friend to please step outside. So that I could stop the police
call. But Mr [redacted] abliged me. He came back in alone to continue discussing the matter.
I talked to Mr [redacted] about the companies procedures plus rules but he was going on and on
with his details. So I got Kemper Specialty UW ( a female) on the phone she made notes and
dicussed the matter with Senior Underwriter Aaron Cutting. See the document from Aaron
Cutting emailed and printed 6/3/2014 in which he put the company notes of the 4/22/2014
discusion with Mr [redacted] and which took place in this San Clemente office.
In conclusion, we understand Mr [redacted]'s fustration in that he was involved in an accident
without reinstating his policy. Even when a person makes payments for years they still must
follow company payment and reinstatement proceedures . Mr [redacted] was notified by mail ( see
attached docs), he had the responsibility to check his own card account to insure continuous
coverage and he had history with this companies procedures, cancellations, reinstatements due to
multiple policies during the 2 year period with us. Mr [redacted] would have missed two payments
after starting the policy on 2/13/2014. Both of the first two payment. 3/13/2014 plus a 4/13/2014
also prior to the called on 4/22/2014 to Kemper Specialty, visit to the front of the San Clemnte
office, therefore his policy would have been current by the time of the Aril, 2014 accident
proclaims. Please note, Mr [redacted] has yet to call in or make any official claim of an
accident to Kemper Specialty.
Sincerely,
[redacted] / Insurance Agent

Review: I have used this broker for about 2 years. Never had a problem with them taking my money directly from my bank account automatically every month. Until there was an issue of coverage. To my knowledge I thought I was insured threw them, later to find that once I had an accident I'm no longer covered. The issue is I personally went into the office to update my credit card information about 3 months prior, because the card they had on file fell victim to identity theft. The lady charged my new card that day and told me "I was all set and the new credit card info was current and up to date". Turns out the next payment was not charged on my account and I was no longer covered. Shortly after I was in a car accident.(not at fault).When I found out this information I called to ask why was I not notified via phone call? like I had been in the past. The "african american" lady (her own words) who I assume is the owner. asked me to "text my credit card # and expiration date" to her personal cell phone number to see when the change had occurred. being a recent victim to credit card fraud I was cautious and asked her "are the last 4 digits enough? she said "no" and became very upset and hung up the phone on me. I thought that was horribly unprofessional. So once again I personally went to her place of business. Upon arrival she told me to "wait outside" even though there was no customers there (witch she has never done). After 10 minutes of waiting I went inside. Even after her 10 minute cool down she was still unprofessional,angry,bossy, and would not stop talking over me. I left with no help at all.Poor Customer Service care.Unprofessional.This Business only takes your money.uncouth behavior and language.Failure to care for customers.Desired Settlement: I would like a refund of all the money I have ever paid this company.

Business

Response:

June 05, 2014

I am addressing the issue regarding [redacted]'s policy with Kemper Speciality, policy

number [redacted], effective 02/13/2014. This policy cancelled 03/29/2014.

Mr [redacted] became an auto insurance client once again on 2/13/2014 with a down pament

and also signed all his necessary paperwork to have the payments (EFT) or come directly out off

his credit card/debt card.. His 1st payment was due 3/13/2014 plus due 30 days after the orginal

effective date . Mr [redacted] had a history of starting new policies and causing the cancelltions

due to non payment.

This payment was NSF on 3/13/2014 . Mr [redacted] was sent a notice dated 3/17/2014 stating that

the policy would cancel 3/29/2014. Had Mr [redacted] paid $78.97 ( the regular payment of

$58.97 plus a $20 NSF fee) the policy would have remained enforce without a cancellation. Please

note: Kemper Specialty policy regarding NSF: Clients can not switch a card or account on the

EFT policy set up until the Company receives an acceptable payment. Cash payment, Broker's

trust account payment and money order in this instance are acceptable.

On 4/22/2014 and while enroute to run a quick errand, I received a call from Mr [redacted] on

my office phone which was forwarded to my cell phone. Mr [redacted] told me that he had made a

payment. Previously he was a victim of the Target Store credit card fraud and he wanted to know

which card was used and on file. I asked him to send the credit card number to my cell phone.

Once I returned I would call Kemper Specialty to address his cancellation and card issues. He then

told me that he needed to resolve an issue about his payment, previous credit card payment EFT

and he also said that the girl in the office told him that he needed to sign a no loss. This

conversation caused some concerns when I asked him about what the girl look like. There are two

females in the office who could have processed his payment or made changes, one older African

American and the other younger and Caucasian . I tried to follow Mr [redacted]'s story to

determined who processed his payment or credit card changes as he alleges. The issue of looks

and race came up because Mr [redacted] was not able to recall what the lady looked like who he

alleges assisted him in policy changes. Mr [redacted] indicates that I hung up on him but only after

continuing to assure him that I would call Kemper Specialty upon my return to the office. I was

driving and needed to get off the phone.

I return to the San Clemente location Mr [redacted] was at the office front door with a female.

They followed me in but I was on the phone with the Alarm service regarding the other office.

The Alarm company told me that I needed to identify myself plus give the password and that's

when I asked Mr [redacted] and his friend to please step outside. So that I could stop the police

call. But Mr [redacted] abliged me. He came back in alone to continue discussing the matter.

I talked to Mr [redacted] about the companies procedures plus rules but he was going on and on

with his details. So I got Kemper Specialty UW ( a female) on the phone she made notes and

dicussed the matter with Senior Underwriter Aaron Cutting. See the document from Aaron

Cutting emailed and printed 6/3/2014 in which he put the company notes of the 4/22/2014

discusion with Mr [redacted] and which took place in this San Clemente office.

In conclusion, we understand Mr [redacted]'s fustration in that he was involved in an accident

without reinstating his policy. Even when a person makes payments for years they still must

follow company payment and reinstatement proceedures . Mr [redacted] was notified by mail ( see

attached docs), he had the responsibility to check his own card account to insure continuous

coverage and he had history with this companies procedures, cancellations, reinstatements due to

multiple policies during the 2 year period with us. Mr [redacted] would have missed two payments

after starting the policy on 2/13/2014. Both of the first two payment. 3/13/2014 plus a 4/13/2014

also prior to the called on 4/22/2014 to Kemper Specialty, visit to the front of the San Clemnte

office, therefore his policy would have been current by the time of the Aril, 2014 accident

proclaims. Please note, Mr [redacted] has yet to call in or make any official claim of an

accident to Kemper Specialty.

Sincerely,

[redacted] / Insurance Agent