Allstate Insurance: Tamara Holloway

Initial Business Response / [redacted] (1000, 5, 2016/09/13) */ I would like to first offer my sincerest apologies to [redacted] for his experience with Holloway Insurance Group and the loss he suffered with his businessIt is never my intent for any client to feel as if they have received less than the best I have to offer As I respond to his complaint: "S" - Statement by [redacted] in his own words and grammar "R" - My response to [redacted] 's statement S: October I had an appointment with Allstate Insurance: Tamara Holloway to purchase insurance for my business R: [redacted] came into my office the first time September 3, not October The timeline of events is vital to the validity of his complaint September 3, 2014: A business quote was prepared for [redacted] September 4, 2014: The same quote was bound for issuance September 23, 2014: A down payment was made October 4, 2014: The date the policy became effective November 21, 2014: Policy cancelled due to non-payment *All correspondences were mailed to the complainant's home address During my first discovery conversation with [redacted] , he indicated he only needed a general liability (GL) policy because the owner and property manager required it before he would be allowed to take possession of the building After the first policy was wrote and the down payment made, I had no further contact with him until April which is when I was made aware the policy had cancelledIt was at this time he was ready to open the doors to the establishment and the following took place: April 14, I contacted the carrier which the cancelled policy had been written through, it is recorded with the carrier that even though [redacted] signed the required documents and made a down payment he thought the policy would not become effective until he opened his business During the conversation in April [redacted] stated that he was getting the location ready (from September until April 2015) and it wasn't open so why would he want the policy to be effective before April However, that is not why he purchased the policy (remember, he needed it to get the keys to the building)At this point, he never requested anything but the GL coverage that the owner required [redacted] called into question my professionalism and integrity numerous times during this first situationEven so, I continued to treat him with respect, honesty and with urgencyI made right what he perceived as a wrong by requesting the original policy be cancelled flat effective October 4, and as a result, he received a full refund of his down payment In an email I sent to [redacted] April 17, the following was said: [redacted] , I just unofficially heard from someone I've been talking with at the finance company and it appears they will refund your original down payment of $but I must wait to receive the official confirmation of that being soIn the meantime, do you need/want a new policy? The same company is offering the same coverages at the same premium as before Please respond to this email on how you would like to proceed His response: I just need some Insurance we can keep the same policy Again, [redacted] never deviates from his original request nor original policy, even after opening the business S: She replied, ?no I?m going to treat you right because us blacks need to stick together.? R: Totally preposterousI do not speak in such a mannerI serve and treat everyone the same regardless of colorAs a matter of fact, I have a recorded conversation between [redacted] and myself and in it he is using racially derogatory language to describe the African-American raceIt is he who speaks in such a negative manner S: October when we discussed waiting until the business open which was April Due, to this error I lost money and had to pay to reactivate the policy for the correct date R: It is my understanding [redacted] opened his business April and not AprilAn email dated April 15, confirms such I cannot emphasis enough, he wanted general liability, nothing more nothing different, he even said so in his own wordsThe email can be provided upon requestAdditionally, [redacted] received a FULL refund from the original down paymentHe did not lose any money as he saidThe email can be provided upon request S: When I questioned agent Tamara regarding her mistake with the insurance policy, she spoke to me in an unprofessional manner stating that ?I should have read my policy, and by her trying to help me she is kicking herself in the ***? R: In the same manner that I've always treated [redacted] , my clients and people in general, with care and professionalism, I have responded to each and everyone one of his requests, calls and even this complaint in a timely fashionIt serves me no justice to treat him or speak to him in the manner which he describesThe conversation he is referring to occurred August 17, I did inform [redacted] that he should have read his policy, this is the same information I advised his wife in a previous email which can be provided upon requestIt is standard language and practice for me to tell a client to review for accuracy I have spent my entire work day and then some researching and preparing a response and although I may not be kicking myself in the rear as he referenced, I am more selective of the types of businesses I am willing to write S: I want to be reimbursed for the loss I incurred as a direct result of having inadequate insurance due to the malpractice of Tamara Holloway R: [redacted] has caused me to suffer a great deal of stress and anxiety, so much so that I've had his policy removed from my office after he threatened me during that August 17th conversation(I was able to record the end of that call and have available)I also asked his attorney to tell his client not to contact my office or me personally any moreEven though he did not reach out to me directly but indirectly this instance, I feel harassedAt this point, I think it is in my best interest to seek legal counsel and I will also be forwarding this response to his attorney I hope that I have appropriately addressed his complaint which is not a true reflection of who I am I nor how I operate my business

Initial Business Response /* (1000, 5, 2016/09/13) */
I would like to first offer my sincerest apologies to [redacted] for his experience with Holloway Insurance Group and the loss he suffered with his business. It is never my intent for any client to feel as if they have received less than the...

best I have to offer.
As I respond to his complaint:
"S" - Statement by [redacted] in his own words and grammar
"R" - My response to [redacted]'s statement
S: October 2015 I had an appointment with Allstate Insurance: Tamara Holloway to purchase insurance for my business.
R: [redacted] came into my office the first time September 3, 2014 not October 2015. The timeline of events is vital to the validity of his complaint.
September 3, 2014: A business quote was prepared for [redacted].
September 4, 2014: The same quote was bound for issuance.
September 23, 2014: A down payment was made.
October 4, 2014: The date the policy became effective.
November 21, 2014: Policy cancelled due to non-payment.
*All correspondences were mailed to the complainant's home address.
During my first discovery conversation with [redacted], he indicated he only needed a general liability (GL) policy because the owner and property manager required it before he would be allowed to take possession of the building.
After the first policy was wrote and the down payment made, I had no further contact with him until April 2015 which is when I was made aware the policy had cancelled. It was at this time he was ready to open the doors to the establishment and the following took place:
April 14, 2015 I contacted the carrier which the cancelled policy had been written through, it is recorded with the carrier that even though [redacted] signed the required documents and made a down payment he thought the policy would not become effective until he opened his business.
During the conversation in April 2015 [redacted] stated that he was getting the location ready (from September 2014 until April 2015) and it wasn't open so why would he want the policy to be effective before April 2015. However, that is not why he purchased the policy (remember, he needed it to get the keys to the building). At this point, he never requested anything but the GL coverage that the owner required.
[redacted] called into question my professionalism and integrity numerous times during this first situation. Even so, I continued to treat him with respect, honesty and with urgency. I made right what he perceived as a wrong by requesting the original policy be cancelled flat effective October 4, 2014 and as a result, he received a full refund of his down payment.
In an email I sent to [redacted] April 17, 2015 the following was said:
[redacted],
I just unofficially heard from someone I've been talking with at the finance company and it appears they will refund your original down payment of $270 but I must wait to receive the official confirmation of that being so. In the meantime, do you need/want a new policy? The same company is offering the same coverages at the same premium as before.
Please respond to this email on how you would like to proceed.
His response: I just need some Insurance we can keep the same policy
Again, [redacted] never deviates from his original request nor original policy, even after opening the business.
S: She replied, ?no I?m going to treat you right because us blacks need to stick together.?
R: Totally preposterous. I do not speak in such a manner. I serve and treat everyone the same regardless of color. As a matter of fact, I have a recorded conversation between [redacted] and myself and in it he is using racially derogatory language to describe the African-American race. It is he who speaks in such a negative manner.
S: October 2015 when we discussed waiting until the business open which was April 2016. Due, to this error I lost money and had to pay to reactivate the policy for the correct date.
R: It is my understanding [redacted] opened his business April 2015 and not April. An email dated April 15, 2015 confirms such.
I cannot emphasis enough, he wanted general liability, nothing more nothing different, he even said so in his own words. The email can be provided upon request. Additionally, [redacted] received a FULL refund from the original down payment. He did not lose any money as he said. The email can be provided upon request.
S: When I questioned agent Tamara regarding her mistake with the insurance policy, she spoke to me in an unprofessional manner stating that ?I should have read my policy, and by her trying to help me she is kicking herself in the [redacted]?.
R: In the same manner that I've always treated [redacted], my clients and people in general, with care and professionalism, I have responded to each and everyone one of his requests, calls and even this complaint in a timely fashion. It serves me no justice to treat him or speak to him in the manner which he describes. The conversation he is referring to occurred August 17, 2016. I did inform [redacted] that he should have read his policy, this is the same information I advised his wife in a previous email which can be provided upon request. It is standard language and practice for me to tell a client to review for accuracy.
I have spent my entire work day and then some researching and preparing a response and although I may not be kicking myself in the rear as he referenced, I am more selective of the types of businesses I am willing to write.
S: I want to be reimbursed for the loss I incurred as a direct result of having inadequate insurance due to the malpractice of Tamara Holloway.
R: [redacted] has caused me to suffer a great deal of stress and anxiety, so much so that I've had his policy removed from my office after he threatened me during that August 17th conversation. (I was able to record the end of that call and have available). I also asked his attorney to tell his client not to contact my office or me personally any more. Even though he did not reach out to me directly but indirectly this instance, I feel harassed. At this point, I think it is in my best interest to seek legal counsel and I will also be forwarding this response to his attorney.
I hope that I have appropriately addressed his complaint which is not a true reflection of who I am I nor how I operate my business.