American Family Insurance - Maria Barrientos-Hegan

Complaint: ***
I am rejecting this response because: This is not the first time this type of incident occurs with this agent and her officeUnder the policy for the Accord I had made a claim that the vehicle was vandalizedI waited for over a month to even get contacted by someone in their claims department to even look at my carALL BECAUSE SOMEONE IN HER OFFICE REMOVED AUTO BILL PAYWe NEVER called to have that removedOn that occasion what that triggered was a whole policy cancellation because of someone's careless mistakeI do not plan nor will I make any further payment to American Family Insurance I expected a level of service that I had been paying for and never received if they dropped the ball on their end it is not my problemI had to drive in degree weather for over a week because I was not supplied a rental car who would have reimbursed me if I would have gotten sick and had to miss days from work? Not them thats for sureThey always blame everything on new agents and not knowing what to say or doWell if they are new agents do they not receive training? Is that why the service is so poor? She states they have done more than enough to accomodate our needsBut my mother's house insurance was being threatened to be cancelled because they WOULD NOT REPLACE THE ROOFEven after we had made claims it was damagedThis Revdex.com complaint is not just because one issue it is numerous issues that have gone unsolved, ignored, or pushed asideThis has reached a point where I no longer trust their service or their wordsHence why I left themAs I stated before what I want is the policy to be cancelled and all payments stopped I have no balance due to this business because of their lack of service
Regards,
*** *** ***

Good Afternoon: in response to Mr. [redacted]
 
Re: Original Request for insurance on Auto 2014 Chevrolet, New autos with Comp and Collision Correct: we do need to view  all autos when Comp and Collision is requested: EXCEPT if we get call From Dealership, in this...

situation this vehicle was called in from Dealership.
 
Re: Rental Reimbursement on This auto/ [redacted] called me on my cell phone this is when I was made aware I explained it will be no problem that this endorsement be added since it was not specified during the time of adding this vehicle..or was missed/ I immediately requested this coverage to be added since inception of the policy(this is a request that has to be complete by services; I explained give us a few days for this to reflect on his coverage Display; However this vehicle was at his home and he uncertain when and where he would be taking this vehicle to a body shop or place of repair, I explained the vehicle would have to be in a location of repair in order for this endorsement to cover this loss ( I hung up with him thinking he understood )
 
Re: Request to cancel policies on 04/03/2014
I was unaware of this call, I did have new staff person which is trained to  read our Agency Policy depending on  situation, I am very surprised that there were  rude remarks  made by any of our customer service representatives; [redacted] is correct he should have been told not to drive to office but to simply send in a written request with date of desired cancellation date.
 
Desired Settlement: This complaint is  sufficient written documentation request for cancellation / complete cancellation has been processed effective 04/03/2014 as per request:
All Charges unfortunately cannot be waived. [redacted], contacts me at times, after hours , on my cell phone telling me  he will be late paying or just asking me how much his monthly bill is.   We are always happy to assist in viewing concerns. We block his cancellation notices to allow more days to pay I feel we have gone beyond the normal expectations  in servicing Clients. We cannot control the billing status which has been on a constant past due since inception, we do what we can to keep this family covered & informed. I have spend many hours explaining situations involving his and his wife’s policies along with the billing process. 1. We did process cancellation 2. He will be notified of Earned Premium which is coverage the company has provided without payment; he will receive credit for days after 04/03/2014 
 
We can control our customer service, our genuine care is what we believe in. We cannot control the premium, the rates which at times brings frustration. Mr. [redacted] request was not ignored nor was it not processed it was acknowledged immediately, he also had contact information to our claims adjuster which is the normal contact process once a Claim is in place.
 
Sincerely
Maria Barrientos