[redacted] came to me to purchase GL insurance. We had quoted him $600.00 annually which he wanted to pay quarterly as he said that's how he had done it in the past. I told him we did not have a quarterly option on this policy and he would either need to pay in full or set it up on Monthly...
EFT. The down payment was $285 which included the minimum premium and all associated fees. The installment payments after the down would be $45 until the balance was paid. He told me that he didn't do EFT payments and wanted to come by the office and pay in cash and potentially just pay the rest of the balance in the coming months. He also informed me he was purchasing this policy because he had a job that required a certificate of insurance and I needed to get this faxed as soon as the policy was issued. I set up his account to draft out of my agency premium deposit fund because we as Agents are required to guarantee funds on accounts like this and no cash is to be mailed. [redacted] did not come by to make his first installment payment and the payment drafted out of my account so yes, I, in effect paid his installment. We attempted to communicate with [redacted] via phone and email which only aggravated the situation. He requested that we change his pay plan and send him a bill for the balance but we could not accomplish this until his account was brought current and he signed a change request. On September 16th I received a letter from [redacted] tucked in the front door of my office stating to cancel his policy, that I owed him $190.00, that he had obtained other insurance, and not to communicate with him via telephone or email. We complied with his request and cancelled his policy on Tuesday September 19th back to Saturday September 16th. [redacted] called my office approximately 4 time yesterday threatening to turn us in to the Revdex.com and DOI, as well as give us a bad google review. It's very difficult to resolve a situation or to keep one from happening when the lines of communication are virtually non existent. When I would try to explain what needed to be done contractually, [redacted] would simply tell me what he was going to do and that was it, and if I didn't like it to cancel his policy. When we did speak he would often cut me off in mid sentence and not let me finish explaining what could or needed to be done. We regret that [redacted] is not happy, but I can only do so much with an uncooperative customer. So, what I did yesterday was send [redacted] a written notification stating his policy has been cancelled per his written request. I issued him a refund check of $190.00 for any unused premium as well as any fee he was changed. I also informed him that this is not customary under these circumstances but we wanted to make every effort to satisfy his concerns. He should received that correspondence today September 28th. [redacted]
[redacted] came to me to purchase GL insurance. We had quoted him $600.00 annually which he wanted to pay quarterly as he said that's how he had done it in the past. I told him we did not have a quarterly option on this policy and he would either need to pay in full or set it up on Monthly...
EFT. The down payment was $285 which included the minimum premium and all associated fees. The installment payments after the down would be $45 until the balance was paid. He told me that he didn't do EFT payments and wanted to come by the office and pay in cash and potentially just pay the rest of the balance in the coming months. He also informed me he was purchasing this policy because he had a job that required a certificate of insurance and I needed to get this faxed as soon as the policy was issued. I set up his account to draft out of my agency premium deposit fund because we as Agents are required to guarantee funds on accounts like this and no cash is to be mailed. [redacted] did not come by to make his first installment payment and the payment drafted out of my account so yes, I, in effect paid his installment. We attempted to communicate with [redacted] via phone and email which only aggravated the situation. He requested that we change his pay plan and send him a bill for the balance but we could not accomplish this until his account was brought current and he signed a change request. On September 16th I received a letter from [redacted] tucked in the front door of my office stating to cancel his policy, that I owed him $190.00, that he had obtained other insurance, and not to communicate with him via telephone or email. We complied with his request and cancelled his policy on Tuesday September 19th back to Saturday September 16th. [redacted] called my office approximately 4 time yesterday threatening to turn us in to the Revdex.com and DOI, as well as give us a bad google review. It's very difficult to resolve a situation or to keep one from happening when the lines of communication are virtually non existent. When I would try to explain what needed to be done contractually, [redacted] would simply tell me what he was going to do and that was it, and if I didn't like it to cancel his policy. When we did speak he would often cut me off in mid sentence and not let me finish explaining what could or needed to be done. We regret that [redacted] is not happy, but I can only do so much with an uncooperative customer. So, what I did yesterday was send [redacted] a written notification stating his policy has been cancelled per his written request. I issued him a refund check of $190.00 for any unused premium as well as any fee he was changed. I also informed him that this is not customary under these circumstances but we wanted to make every effort to satisfy his concerns. He should received that correspondence today September 28th. [redacted]