American Family Insurance-Leslie Wiese Insurance Agency Reviews (%countItem)
American Family Insurance-Leslie Wiese Insurance Agency Rating
Address: 256 Dillon Ridge Rd, Dillon, Colorado, United States, 80435
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+1 (855) 259-1811 |
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My auto pay did not go through last month on my truck insurance payment. I went in a few days later to pay cash before the next bill generated and did so. I just received an email 2 days ago instead of my August bill as I expected my policy was canceled completely with 0 notice. Nor was I told about any communication attempts while I was in person at the *** location.
A call from my agency was placed to the customer on 07/25/2019 and a voicemail was left advising that his payment did not go through and that his policy was past due. In the voicemail it was inquired as to if his bank information had changed or if he needed to make a manual payment. He also would have received a reversed payment notification through his online billing when the payment failed. After this he received a cancellation letter and an automatic payment deletion notification which is standard when an automatic payment does not go through. In addition to the voicemail to the customer he received an "Offer to continue" letter that outlined how much was due on the account. When he came to the office on 08/01 to make a payment he only paid a portion of the amount showing due on the "offer to continue" letter. Because only a partial payment was made his policy canceled and a refund of the difference between the amount of earned premium and advance premium was mailed. This refund check was sent on 08/14/2019. On 08/20/2019 our office was made aware that the policy cancelled and we reached out to let the customer know both by phone and email advising that we could reissue the policy but the additional payment needed to be collected in order to do so. If he would like to reissue his policy he needs to contact the office and pay $282.92.
Complaint: ***
I am rejecting this response because:
I paid my last month's vehicle insurance and it was canceled. How does that make sense! I was expecting a notification the other day with my current month's bill and instead got a cancelation email from the receptionist directly at the amfam *** location. On 7/14 my auto pay did not go through to American family insurance. As soon as I checked my account for rent at the end of the month I noticed this and immediately went to the office and paid in person before the next billing cycle. At such time I had received no attempts at communication in regards to billing issues, let alone cancelation! I would have expected anyone in that office to say something at the time of the in person payment. No such attempt was made by them, on the contrary my payment was taken as if all was well and my policy was good to go. My payment of $230 was taken with no issue and no hint or sense of anything out of order. American Family Insurance can talk until they're blue in the face about communication attempts but no such attempts were ever received nor made this issue apparent when I was there paying the bill in question.
There is no leg to stand on here for the office or underwriting and I want my insurance reinstated, with NO lapse in coverage and my current monthly bill of $230 due.
Regards
I am sorry that this situation is very frustrating for the customer, but our office has exhausted our options in regards to this account. Because the customer was sent notifications of the failed payment and the the following notifications to let him know the amount due as well as notifications to let him know his policy was cancelling, we are not able to get underwriting approval to reinstate without a gap in coverage nor do we have the ability to change the price of a policy. The additional contacts from my office are not required, but an additional courtesy for customers.
Complaint: ***
I am rejecting this response because:
They just keep repeating themselves... I didn't fail to respond to the failed auto payments because I came into the office and paid it!!! Before the next bill generated!!! I recieved zero attempts at communication in any form!!! As I've stated, no concern by them was expressed when I was in the office! They took my payment as if ALL was well with my policy. This is ridiculous and all because some secretary. If she would have said something, anything to me in the office this whole thing could have been avoided. Now I'm the one stuck without insurance because amfam can't admit they made a mistake and correct it!!! I pay my truck insurance and the next thing I know my policy is canceled!!!
I'm going to take this to the Problem Solvers on *** news. The entire state is going to know what's happening here.
BEST Regards