R & R Group Family Of Co

. Response to [redacted] Complaint Stillwater Policies & Premiums I told the client that the Hartford was withdrawing from most of the insurance agencies in Utah and they were not as competitive as some of our other markets and ask if it was ok with her to market her coverage. I...

felt we could provide her better coverage and explore getting her better pricing/coverage. We still have the Hartford in our office for commercial Insurance but we were going to no be representing them on the personal Lines side as The Hartford is not competitive, thus why they were cutting back in their presents here in Utah on the personal lines. Clients Hartford Premium for Home and Auto was as follows:Auto2016 – 12/8/16 to 6/8/17 - $646.002017 - 6/8/17 to 12/8/17 – $746.00Homeowners2016 – 6/10/16 to 6/10/17 - $825.00 (Apartment in Layton)2017 – 6/10/17 to 6/10/18 - $981.00 (House in Ogden)  Auto2017 – 5/10/17 – 11/10/17 – $746.00 – (Only 2 Cars)4/25/17 Added 3rd VehicleRevised Policy Premium - $955.00 (3 Cars) there was 3rd car added at time of renewalHomeowners2017 - 5/10/17 to 5/10/18 - $754.00 Coverages are better with Stillwater i.e. Stillwater deducible is $0 on Glass where Hartford’s glass coverage has a $100.00 deductible along with other difference that make the Stillwater Insurance quote be more favorable and in the best interest of [redacted].  On the onset there were some minor typographical errors with Name spellings that I apologized for to the [redacted]. To add further confusion on the policy the Stillwater insurance company asks for others in the household that should be named on the policy.  We added her significant other who lives in the household and they automatically issued the policy in both of their names. When [redacted] called again and was upset so we called the carrier on a recorded line and they apologized for the error on their part. I explained to [redacted] that that was not our error or fault but told her again I was sorry for the mishap. Stillwater then ask us to cancelled the policy and rewrite and we did the same exact day and I personally let [redacted] know that this was being done so there would not be any further confusion. I did talk to her about the rewrite.  All this is data is date stamped by the carrier on their recorded line logs and in our files to support our position along with [redacted]’s phone comment when on the carrier conference calls. Further timeline and documentation was as follows:                                          ...⇄ Hartford 20167/12/16 – Hartford – Address updated to show mailing & residence insured to be the same – Prior mailing address was [redacted] Insured residence address [redacted]8/22/16 – Mortgagee changed from Fairway Independent Mortgage Corp to Utah Housing Corporation Effective 8/22/16                                    �...⇄ Stillwater 20175/19 – Stillwater changed mortgagee to Utah Housing Corporation5/22 – Invoice was sent to Utah Housing Corporation5/22 – Agents office called to change home address & zip code to Ogden 844046/6 -   Cancellation Notice was sent to Utah Housing Corporation6/19 – Spoke to [redacted] she informed me that she had received a cancellation notice due to non- payment & that [redacted] needed to come off that policy completely, his name couldn’t be anywhere on that policy, she also stated that it was a house not an apartment and it was built in 1950 not 1981. Called Stillwater and spoke to Christy (Stillwater) told her the situation & she said it wouldn’t be cancelled because they give 90 days for Utah Housing to pay & as for the other items to send the request to [email protected]. A few hours later she called back to say that based on the changes the policy MAY have to be rewritten, but somebody from Stillwater would call me to let me know. I didn’t hear anything until 6/226/22 [redacted] called very angry stating that her policy in fact had been cancelled and she said that she called Utah Housing & they told her that they have never received an invoice. I then told her that I would call Stillwater to find out what was going on based on the information I was given from Christy (Stillwater) on 6/19. I received a call 30 min or so later and it was Angie Torres from Stillwater with [redacted] on the other line. Angie did state that the policy would have to be rewritten I told her what Christy (Stillwater) had said and she said she was probably new. As for the [redacted] saying I don’t return phone calls I have talked to her 5 time during this process and also [redacted] (Significant other) on two separate occasion. If she has ever called me I personally have taken the call or have been asked that I return her phone call that was always done. Upon further review by myself in this matter I was also informed that [redacted] (her significant other) had called screaming at my support staff and a couple of days later [redacted] called to apologized for that behavior. We did not take it personally due to the mishaps that have taken place.  I trust this will hopefully clear up any questions you may have and hopefully with [redacted] as well. We were sorry to see her go elsewhere but as with anyone they are always welcome to back if they would like too. We have no hard feelings but much of this was done due to Stillwater the insurance carrier which was not in our control. We are deeply sorry for the experience but thing do happen. Most importantly the customer had no gaps and was always covered with insurance. She was not ignored and there was no malice herein. Rick * S[redacted], RFCPresident & CEO