ADVANTAGE INSURANCE AGENCY, INC.

06/11/My name is *** *** and I'm the president of the agencyThank you for the opportunity to respond to insured's complaintThese are the facts on this matter in orderMy employee and Agent, *** *** worked with this client as client preferred to in
SpanishClient, *** *** purchased a commercial policy through my agency, which was placed with *** *** Effective 12-18-and it was an annual policy.On 11-21-we received an email from employee of insured*** ***, to provide a quote on adding a *** (Attached-A)Later that morning, *** the wife of the named insured employee of the insureds business called and spoke with ***, she said she was in receipt of her renewal and she was interested in seeing additional quotes on potentially changing the stated amount of the Ford, from 2,to $5,or 10,000, and what would be the additional cost if changes were made to current policy or if they were made at renewal time only.On 11-22-insured called and added *** and driver *** *** effective 11-22-13, (Attached-B)Later the same day my agent *** called client and gave her quotes or changirig stated amount from $2,to $5,and the premium impact that this change would have in policy if made effective on current term and also if made effective on renewal onlyShe told *** she was working on $10,stated amount and *** requested to have the quote of $10,to be emailed to herIn the email *** explains the additional cost of changing stated amounts of $10,if effective , adding $additional to current term and also impact if only made at renewalEmail explains if changes are made on current term the current balance client has of $would change to $180.00, and renewal changed by $more monthly(Attached-C)On 11-26-13, *** called and said that after discussing it with insured *** *** that insured decided that he wanted to change stated amount from $2,to $5,and make it effective at renewal time, 12-18-(Attached-D)On 12-02-client postmarked payment check to insurance company of $155.00, which was the prior balance without any additional premium due to stated amount change from $2,to $since insured requested for change to be effective on renewal date of 12-18-only, and explained verbally and on email on 11-22-(Attached-E)
On 12-08-an undisclosed driver *** ***, brother of insured, had an at fault accident with the same vehicle totaling it*** *** looked into material misrepresentation on original application but decided to pay claim On 01-09-claim adjuster *** *** called and spoke with ***, telling her that the *** *** will pay for the total loss will be $1,500($2,minus $deductible)Client is telling him that stated amount change from $2,to $5,should have been made on 11-26-and not at renewal on 12-18-*** told adjuster that it could only be one of things, either the change is correct or there is a processing error, but since adjuster is asking for something that happened over a month ago, she would need to pull insureds folder and call him after she finished with client she was sitting with at the time.Later that day *** emailed adjuster updated renewal showing new stated amount effective at renewal on 12-18-which was processed and mailed to client on 11-26-(Attached-D)On 01-14-14, adjuster and *** spoke again, and after having the chance to see the folder *** explained that insured asked for new stated amount to be effective on 12-18-and on 11-26-*** *** paid insured based on the $2,stated amount value, the amount at the time of the accident.
If additional information is needed or have any questions please let me know

Review: Im not sure where to go Im having issues with my insurance agency. They are not paying for the coverage that we have. Our coverage is with [redacted] Insurance. The local agency that services us is Advantage Insurance Agency ([redacted] VA [redacted]). Our truck was totaled on December 8, 2013. On November 26, 2013 we contacted Advantage to change the coverage on the truck, We noticed that when we received the invoice to pay for a different change, we noticed that the coverage for the truck was at only $2,000.00, so we immediately contacted Advantage Insurance Agency and requested the changes to be made to $5,000.00. We spoke with [redacted] on 11/26/13, she gave us pricing information on how much it would be to change the coverage from $2000 to $5000 and we told her we would call her back once we received approval from the owner of the company. The same day, we called [redacted] back and confirmed that the coverage would now be for $5,000.00 effective immediately. Now Advantage is stating that the coverage was not effective, the issue that we are having is that [redacted] will only cover $2,000.00 and [redacted] is telling us that Advantage Insurance Agency will have to cover the $3000.00 because they did not properly enter the changes to our insurance policy. There was a lot of confusion but [redacted] has sent us an email stating that Advantage first called them telling them, that they did not enter our information into the system correctly and when [redacted] told them that they would be responsible for paying the difference to us they changed the story and called them back saying that we never requested the changes to take in effect immediately. That is all documented with [redacted].Desired Settlement: We would like Advantage Insurance Agency Inc. to take responsibility for their mistake and pay the $3000.00 that is still owed to us. It was an agency error. We have the documentation to show that.

Business

Response:

06/11/2014My name is [redacted] and I'm the president of the agency. Thank you for the opportunity to respond to insured's complaint. These are the facts on this matter in order.My employee and Agent, [redacted] worked with this client as client preferred to in Spanish. Client, [redacted] purchased a commercial policy through my agency, which was placed with [redacted] Effective 12-18-2012 and it was an annual policy.On 11-21-13 we received an email from employee of insured. [redacted], to provide a quote on adding a 2006 [redacted] (Attached-A). Later that morning, [redacted] the wife of the named insured employee of the insureds business called and spoke with [redacted], she said she was in receipt of her renewal and she was interested in seeing 4 additional quotes on potentially changing the stated amount of the 2000 Ford, from 2,000 to $5,000 or 10,000, and what would be the additional cost if changes were made to current policy or if they were made at renewal time only.On 11-22-13 insured called and added 2006 [redacted] and driver [redacted] effective 11-22-13, (Attached-B). Later the same day my agent [redacted] called client and gave her quotes or changirig stated amount from $2,000 to $5,000 and the premium impact that this change would have in policy if made effective on current term and also if made effective on renewal only. She told [redacted] she was working on $10,000 stated amount and [redacted] requested to have the quote of $10,000 to be emailed to her. In the email [redacted] explains the additional cost of changing stated amounts of $10,000 if effective , adding $25.00 additional to current term and also impact if only made at renewal. Email explains if changes are made on current term the current balance client has of $155.00 would change to $180.00, and renewal changed by $23.00 more monthly. (Attached-C).On 11-26-13, [redacted] called and said that after discussing it with insured [redacted] that insured decided that he wanted to change stated amount from $2,000 to $5,000 and make it effective at renewal time, 12-18-13 (Attached-D). On 12-02-13 client postmarked payment check to insurance company of $155.00, which was the prior balance without any additional premium due to stated amount change from $2,000 to $5000 since insured requested for change to be effective on renewal date of 12-18-13 only, and explained verbally and on email on 11-22-13. (Attached-E)On 12-08-13 an undisclosed driver [redacted], brother of insured, had an at fault accident with the same vehicle totaling it. [redacted] looked into material misrepresentation on original application but decided to pay claim. On 01-09-14 claim adjuster [redacted] called and spoke with [redacted], telling her that the [redacted] will pay for the total loss will be $1,500($2,000 minus $500.00 deductible). Client is telling him that stated amount change from $2,000 to $5,000 should have been made on 11-26-13 and not at renewal on 12-18-13. [redacted] told adjuster that it could only be one of 2 things, either the change is correct or there is a processing error, but since adjuster is asking for something that happened over a month ago, she would need to pull insureds folder and call him after she finished with client she was sitting with at the time.Later that day [redacted] emailed adjuster updated renewal showing new stated amount effective at renewal on 12-18-13 which was processed and mailed to client on 11-26-13 (Attached-D).On 01-14-14, adjuster and [redacted] spoke again, and after having the chance to see the folder [redacted] explained that insured asked for new stated amount to be effective on 12-18-13 and on 11-26-13.[redacted] paid insured based on the $2,000 stated amount value, the amount at the time of the accident. If additional information is needed or have any questions please let me know.