Allstate Insurance - Chad Nelson Agency

[redacted] Case ID [redacted] RE: Response to Customer Service Complaint Allstate. You're in good hands. Customer service is a top priority with our agency, knowing our customer's feel we are the right fit is an area of importance for us. In Ms. [redacted]s case, the...

initial call to our agency was placed by her step-father. There was no mention of an SR-22 requirement which is a form notifying the state of Ohio that a person has an active insurance policy due to sever driving infractions and/ or suspended license. We were informed the previous [redacted] policy would be cancelled for non-payment and we did not need to send a cancellation form due to the policy cancelling itself. We have a strong practice of cancelling one's policy to better provide service, but in this case we were informed not to do so. We processed the request on July 1, 2017 and informed Ms. [redacted] that we will monitor the processing time and once available there is a 4 hour turn-around time to obtain the SR-22. The 4 hour window is not the processing time, that is the time in which our request to receive a copy is to be expected once processed. Several phone call and email conversations with Ms. [redacted] regarding the update to the SR-22 request. On July 10, 2017 the proper filing with the State and RMBC was made available, we immediately overnighted the form to Ohio and emailed a copied version to Ms. [redacted] with no response.I strongly feel this was not an error on our part, more so a lack of communication between Ms. [redacted] and her step-father when setting up the initial policy. We weren't informed of an SR-22 requirement and were told not to cancel the [redacted] policy do to it cancelling for non-payment. If you have any further questions, feel free to contact me. Thank You, Chad [redacted] 440-281-8688 chad[redacted]@allstate.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We have agreed that the business is as fault here for not complying with the customers request to cancel our previous insurance. The [redacted] bill is being sent over to them and waiting for them to cancel the bill properly and take care of any missed payments due to their error. 
Regards,
[redacted]