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West Boylston Insurance Agency

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West Boylston Insurance Agency Reviews (1)

With NO NOTICE the W. Boylston Agency dropped us as a client and canceled our ins. coverage.11/26/14 This morning, the morning before Thanksgiving, after having trouble contacting them by phone I emailed W. Boyston Ins agency to notify them of our move and need provide us ins. options for our ins. coverage on our original home/'unoccupied'...It's for sale. I got an email back from the owner, [redacted] telling me he CANCELLED our insurance on our old home and that we should contact our other insurance agent for insurance on our unoccupied property. He didn't offer any suggestions of coverage. He didn't offer any options. He just CANCELLED our insurance. A snow storm is coming. It's a holiday weekend...and he decides this is a GOOD thing to do? Fortunately our other agent happened to be in the office and is SCRAMBLING to get something in place. The [redacted] family has dealt with W. Boyslton Agency for over 50 years! THIS is a good way to treat old clients????Desired SettlementWe would like to know why W. Boyston Agency took the action they did. We were perfectly happy with the service and had planned to place the 'unoccupied' coverage with his company. We are SHOCKED at this last minute, unkind behavior....from a trusted service provider. What have we done??? Others should be aware of the 'capricious' nature of this company.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@rcn.comDear [redacted]Thank you for providing this agency with an avenue to respond to Mrs. [redacted]'s complaint.The short response to Mrs. [redacted]'s complaint is that Mr. & Mrs. [redacted]'s homeowners policy for the property located at [redacted] was not cancelled and as of this date the policy remains in effect. On the morning of November 26, 2014 I checked the agency email and had received an email from Mrs. [redacted] stating she tried to call twice and got an "odd phone signal". Mrs. [redacted] asked to look into insurance on their [redacted] property. Going on to state "We permanently moved to [redacted] 11/22/14".Mr. & Mrs. [redacted] have a homeowner's policy for [redacted] with the [redacted] I called the underwriting department at the [redacted] and informed the underwriter that I had received and email from the insured stating that they had permanently moved from the residence as of November 22, 2014. I was told by the underwriter that as the home was no longer occupied that the company would not be able to stay on the risk and would be issuing a cancellation notice as the property was vacant.I then emailed Mrs. [redacted] to let her know what I was told by the underwriter. I told Mrs. [redacted] that the underwriter would be issuing a cancelation notice as the property is vacant. I stated that among other exclusions in the homeowner contract, there are exclusions for un-occupancy and vacancy. I suggested that she may want to contact the Agency who writes her new property at 4 [redacted] as soon as possible to secure a new policy for the vacant dwelling at [redacted] Road, [redacted]Shortly after that email I received a call from [redacted] at the [redacted] Insurance Agency asking if I had an LPR signed by the insured and if not I could not cancel the insurance policy. I politely told [redacted] that I was unable to respond to her without permission from Mr. & Mrs. [redacted].I then sent Mrs. [redacted] an email stating that I was unable to discuss the policy with [redacted] Insurance without permission. I also again stated that the underwriter would be issuing the cancellation notice and that when it was received by her that the notice would reflect the date the cancellation would take effect. Again, as of this date this agency has not received the notice of cancellation.I received Mr. & Mrs. [redacted]'s written permission to speak (along with a remark that she had "lodged a complaint with the Revdex.com") with [redacted] at [redacted] Insurance. I called [redacted] at [redacted] Insurance. She again told me that I could not cancel the [redacted]'s policy for [redacted] I told her that the policy was not cancelled, I had informed Mrs. [redacted] that the underwriter would be issuing a cancellation notice and as of that date the notice had not yet been issued. [redacted] stated that it was a miscommunication and that was the end of the conversation. I called [redacted] back to make sure she did not need any information on the current policy. She said she did not need any information.I emailed Mrs. [redacted] again stating that the notice of cancellation will be mailed to you. "It will take effect on the date shown on the cancellation notice. Once the cancellation notice is sent the effective date of the cancellation is approximately 20 days in the future. At this point the policy is in effect subject to the terms and conditions of the policy. The cancellation date will be in the future approximately 20 days, I cannot tell you for sure the exact date as the insurance company issues the cancellation notice not the Insurance Agency".I then emailed Mrs. [redacted] that as directed, I had spoken with [redacted] at [redacted] Insurance and provided her with the information she requested.In regard to the [redacted]'s property at 4 Birchwood Road, Worcester, MA. Mrs. [redacted] contacted this Agency in early April to inform us that they were in the process of purchasing a home at 4 [redacted] We informed Mrs. [redacted] that if the home would be vacant for a few months and/or perhaps undergoing renovations that the property would have to be written on a vacant dwelling policy with or without renovation coverage. We also told her that if they did write a vacant dwelling policy, that policy would be written on a commercial form and no coverage would be provided by the personal umbrella liability policy attached to the homeowner's policy for [redacted] We contacted the Mrs. [redacted] to follow up on the purchase. We received an email response from Mrs. [redacted] on April 14, 2014 stating that they decided to make other arrangements.On April 18, 2014 this agency mailed Mr. & Mrs. [redacted] a letter in response to her email that they had made other arrangements. Again pointing out the need to add the property at 4 Birchwood Road, Worcester, MA to their personal umbrella if they had obtained a personal policy and the requirement of a minimum of $300,000 liability limit. We requested a copy of the policy to provide to the Andover Companies to add the [redacted] location. The letter also stated that "when you no longer occupy the Sterling property , please notify us as that policy would need to be cancelled and either rewritten(if not sold) to a vacant insurance policy or a dwelling fire policy if rented to others".On June 16, 2014 this agency mailed a letter to Mr. & Mrs. [redacted] indicating that the [redacted] Companies had received their personal umbrella renewal questionnaire completed by them. Mr. & Mrs. [redacted] indicated ownership of a residence at 4 [redacted] in [redacted] We referenced the letter to them dated April 18, 2014 that if the property in Worcester was covered under a commercial form there would be no coverage provided by the personal umbrella for the Worcester property. However, if it was insured on a personal policy the property could be added and we would need a copy of the insurance policy to provide to the Andover Companies.We received no response. On July 9, 2014 this agency emailed Mrs. [redacted] to follow up on the letters of April 18, 2014 and June 16, 2014. Requesting that she update us on the property at [redacted] MA. We again stated that if the home at [redacted] is no longer occupied the policy would need to be cancelled and rewritten on a dwelling fire policy if rented. If vacant, a vacant dwelling policy would be required. The letter also stated that we had not received a copy of the policy for the home at 4 [redacted] and that we were unable to add that location to the personal umbrella liability as the [redacted] Companies require a copy of that policy. The letter stated if the 4 [redacted] was now the primary residence the [redacted] Companies may require that they add the personal umbrella liability to that policy.We received an email response on July 9, 2014 stating that "We have 4 [redacted] covered, please do not be concerned. At this point we are letting the umbrella lapse. We are currently living at 108 Chace Hill Sterling. We will notify you when there is a change."We received no further update until the email of November 26, 2014 notifying this agency that they had permanently moved to 4 [redacted] MA four days prior and to look into the insurance.Mrs. [redacted] asked this agency to look into insurance for their [redacted] property. We did, we contacted the underwriting department at the Andover Companies and we were told that the company would be issuing a cancellation notice. That information was forwarded to Mrs. [redacted] as soon as possible, the same day she provided the information they had permanently moved.Mr. & Mrs. [redacted] had been informed on several occasions as to what type of policy would be needed if they had vacated the property at [redacted] I do not know what type of policy Mr. & Mrs. [redacted] obtained when they purchased the property at 4 [redacted] MA as we were not provided with a copy as requested by the [redacted] Companies and this Agency. In as much as Mr. [redacted] stated that they did not permanently move into the 4 [redacted] home until November 22, 2014 I would think it may have been a vacant dwelling policy.Respectfully submitted,[redacted] West Boylston Insurance Agency, Inc.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] was not vacant until 11/21/14. We have the electric and water bills to prove 'normal use'. I have witnesses that can attest to the fact that no one was there when they arrived in early mornning to beginn the renovation and that there were mostly boxes and a few chairs in the new home. Certainly there were no beds and no access to the kitchen. I resent the written implication that we tried to 'slide something by'. When I contacted W. Boyston Insurance regarding 'renovation ins. for our Birchwood property, the response I recieved was confusing and discouraging. I heard more of what I could NOT do rather that what could be done. This is not the first time I have had such dealings with W. Boyston Ins. When it appeared that W. Boylston Ins. did not have the expertise to handle our issue, I engaged an agency in which I had full confidence. As to the original resopnse to my email, I interpreted his response as 'no insurance' on our property. Given it was the morning before a long holiday, and imminent bad weather it is very easy to understand my concern that my property be covered. This whole issue could have been handled in a much more customer friendly way. Thank goodness I was able to reach my new agent and have him sort out the mess! I was frantic!Final Business Response Dear Ms. [redacted]I understand that Mrs. [redacted]'s complaint is based on her misinterpretation of my initial email in response to her request to check on the insurance for [redacted] on November 26, 2014. I again stated in my further emails to her that same day, and also to her new agent at [redacted] Insurance (after receiving permission to speak with [redacted] Insurance) that the homeowners insurance policy for [redacted] was not cancelled and that as of that date, November 26, 2014 the insurance company had not even issued the cancellation notice, but would be issuing a cancellation notice due to the fact that the home was now vacant.On several occasions we informed Mrs. [redacted] the need for a vacant dwelling policy or dwelling fire policy if Mr. & Mrs. [redacted] no longer resided in the property at [redacted] I now understand from Mrs. [redacted]'s response that she was confused and discouraged. We certainly would have tried to answer any questions she might have had if given the opportunity.Mrs. [redacted] asked us to look into the insurance on [redacted] on the morning of November 26, 2014 which this agency did. As soon as we received the response from their insurance carrier we provided that response to Mrs. [redacted]. As their insurance carrier would be issuing a cancellation notice it was suggested that she contact her new agent that she wrote the coverage through for her new home at 4 [redacted] to secure a vacant dwelling policy. I hope I have been able to make it clear that the homeowners policy for [redacted] MA was not cancelled on November 26, 2014 and remains in effect as of this date. The policy will be cancelled at some point in the future as indicated on the cancellation notice that was mailed from the insurance company to Mr. & Mrs. [redacted] to their [redacted] address. The policy may be cancelled earlier by Mr. & Mrs. [redacted] if they wish. We will provide them with a Cancellation Request form if requested.In closing we have confirmed that the homeowner's policy for [redacted] was not cancelled on November 26, 2014 and as of this date is not cancelled. My suggestion that Mrs. [redacted] contact her new agent in regard to a vacant dwelling policy was appropriate as this agency had on several occasions told Mrs. [redacted] that would be necessary if they were no longer occupying that home. I understand from Mrs. [redacted]'s last response that she may have thought that we were not correct. As requested by Mrs. [redacted] we checked on the insurance for [redacted] with their insurance carrier and were told that because the owners had permanently moved from the property a notice cancellation would be issued. Respectfully submitted,[redacted]West Boylston Insurance Agency, Inc.

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Description: Insurance Services

Address: 12 West Boylston Street, West Boylston, Massachusetts, United States, 01583

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