Americus Insurance LLC

[redacted] contacted our company on 06/17/17, Saturday, looking to obtain a personal auto insurance policyAt the time of the call she was physically at the First National Sales, an Auto Dealership, buying a vehicleState law requires insurance to be carried on the vehicle before departing on state roadways, thus the reason for the callOur agent Tammy received the call, followed all procedures to quote and issue the policy as requested by the client, adhering to company standardsOur business specializes in working with over dealerships throughout Washington, Idaho, Oregon, Montana, and North CarolinaIn which we have formulated a verbatim sales script to be used uniformly by all agents to ensure client satisfaction, client understanding, and legal obligation on our part Basic information such as name, address, phone number and vehicle information is collected by our agent and input into a rater system that shops our clients through several companies to give the agent and client an idea of which insurance company is the best fitOnce the down payment price and monthly premium price amounts are given, the customer then has the option to move forward and request the policy to be issuedIf the client states they do indeed want to move forward with obtaining the insurance policy, we bridge the information into the desired insurance company and verify the clients’ information as well as run Motor Vehicle Reports and Accident HistoryOnce reports complete, we give the client “finalized price” amountsIf still the client still wishes to move forward and issue the insurance, we obtain financial information to collect the required down payment as well as any other important information such as EFT (AutoPay) information All insurance policies require a down paymentThe first part of financial information is a Debit/Credit Card for the initial down payment required to get the policy startedThe second part of financial information provided by the client was the bank routing and account EFT info (Automatic Monthly Payment) for the insurance companyOur Agent notified the client that we were going to issue the policy as requestedThat we would contact her back within minutes to let client and auto salesman, Kishon N***, aware we had sent all insurance application documents via fax to the dealership, and that the documents were ready for signing by clientWhich is the standard operating process used by our office Tammy called the client back to notify that the policy was issued, and sent for signingShe also notified the client [redacted] that when attempting to process the $down payment, the $was successfully processed at the carrier but that the $startup cost had declined due to non-sufficient fundsWe try to do our best and work with clients, one of the ways is by delaying our $startup for up to weeks to help ensure the clients can get off the dealership lot At this point and time [redacted] stated she never requested to have the insurance policy issued, and that she had received a cheaper quote while waiting for our documents to show upTo be fair to the client, it appears the salesman was directing her into this decision as he said, “just tell them you will not sign these documents and they are shredding the documents now because you found a cheaper policy.” Tammy told the client that we could go ahead and get the policy canceled, but that we needed her to sign all original documents as well as the cancellation request form as per state law requirement [redacted] refused to sign anything and again stated the document had been shredded and hung up the phone Following company policy, Tammy immediately notified management of situation and was advised to follow standard procedure of calling the insurance company Monday when open (closed on weekends) to notify them of situation and get the policy cancelled IF possibleOn Monday, Tammy called carrier and successfully processed cancellation by spending over hours on the phone explaining exactly what happenedThe carrier required in depth explanation and made a special exception as all cancellation requests by insured requires a signed cancellation request according to state law (as she refused to sign Saturday along with all other documents) The carrier processed the cancellation and started their refund process which is via paper check directly to the client and generally takes to daysCheck was mailed out on July 6th according the carrier, and should be received by the client as of the date of this responsePlease note, we have not collected our $startup as of today’s date (07/21/2017), nor will we pursue collection in the futureAll businesses, including us have operating costs, ours include over $charged by the carrier to run Motor Vehicle Reports and Accident History, employee hours, referral source payments for referring clients (half of the $alone), cost of operation to be available 24/- days a week for clients, as well as other costsWe cover these costs with the $startup, which again, has not been collected as of this date At this time we are certainly operating at a loss for this specific deal, as well as the insurance company as it takes hours to get a policy cancelled, refunded, etcThe customer contacted our office last week several times over back to back very disgruntled loudly voicing opinions at agents and one of the ownersShe was still stating we took $from her account unauthorized, it was fraud, and she was filing a Revdex.com complaint if we didn’t refund “$200.00” immediatelyObviously, we cannot refund money that was never collected, nor would we everThe Agent Tammy, and one of the owners tried explaining this to her amidst the multiple frantic calls received, but client only wanted to yell and scream about a how we were crooks As the other co-owner of the business, I have personally tried to reach out to [redacted] multiple times, with no response, in hopes to clarify the situation and help the process along as much as possibleAll said and done to this point, I do hope we can both find resolve to this matter and avoid a complaint being filed due to all this occurringThank you very much for your time

[redacted] contacted our company on 06/17/17, Saturday, looking to obtain a personal auto insurance policy. At the time of the call she was physically at the First National Sales, an Auto Dealership, buying a vehicle. State law requires insurance to be carried on the vehicle before departing on...

state roadways, thus the reason for the call. Our agent Tammy received the call, followed all procedures to quote and issue the policy as requested by the client, adhering to company standards. Our business specializes in working with over 1000 dealerships throughout Washington, Idaho, Oregon, Montana, and North Carolina. In which we have formulated a verbatim sales script to be used uniformly by all agents to ensure client satisfaction, client understanding, and legal obligation on our part.  Basic information such as name, address, phone number and vehicle information is collected by our agent and input into a rater system that shops our clients through several companies to give the agent and client an idea of which insurance company is the best fit. Once the down payment price and monthly premium price amounts are given, the customer then has the option to move forward and request the policy to be issued. If the client states they do indeed want to move forward with obtaining the insurance policy, we bridge the information into the desired insurance company and verify the clients’ information as well as run Motor Vehicle Reports and Accident History. Once reports complete, we give the client “finalized price” amounts. If still the client still wishes to move forward and issue the insurance, we obtain financial information to collect the required down payment as well as any other important information such as EFT (AutoPay) information.  All insurance policies require a down payment. The first part of financial information is a Debit/Credit Card for the initial down payment required to get the policy started. The second part of financial information provided by the client was the bank routing and account EFT info (Automatic Monthly Payment) for the insurance company. Our Agent notified the client that we were going to issue the policy as requested. That we would contact her back within 15 minutes to let client and auto salesman, Kishon N[redacted], aware we had sent all insurance application documents via fax to the dealership, and that the documents were ready for signing by client. Which is the standard operating process used by our office.  Tammy called the client back to notify that the policy was issued, and sent for signing. She also notified the client [redacted] that when attempting to process the $393.83 down payment, the $193.83 was successfully processed at the carrier but that the $200 startup cost had declined due to non-sufficient funds. We try to do our best and work with clients, one of the ways is by delaying our $200 startup for up to 6 weeks to help ensure the clients can get off the dealership lot.  At this point and time [redacted] stated she never requested to have the insurance policy issued, and that she had received a cheaper quote while waiting for our documents to show up. To be fair to the client, it appears the salesman was directing her into this decision as he said, “just tell them you will not sign these documents and they are shredding the documents now because you found a cheaper policy.” Tammy told the client that we could go ahead and get the policy canceled, but that we needed her to sign all original documents as well as the cancellation request form as per state law requirement. [redacted] refused to sign anything and again stated the document had been shredded and hung up the phone.  Following company policy, Tammy immediately notified management of situation and was advised to follow standard procedure of calling the insurance company Monday when open (closed on weekends) to notify them of situation and get the policy cancelled IF possible. On Monday, Tammy called carrier and successfully processed cancellation by spending over 2 hours on the phone explaining exactly what happened. The carrier required in depth explanation and made a special exception as all cancellation requests by insured requires a signed cancellation request according to state law (as she refused to sign Saturday along with all other documents).  The carrier processed the cancellation and started their refund process which is via paper check directly to the client and generally takes 14 to 30 days. Check was mailed out on July 6th according the carrier, and should be received by the client as of the date of this response. Please note, we have not collected our $200 startup as of today’s date (07/21/2017), nor will we pursue collection in the future. All businesses, including us have operating costs, ours include over $20 charged by the carrier to run Motor Vehicle Reports and Accident History, employee hours, referral source payments for referring clients (half of the $200 alone), cost of operation to be available 24/7 - 7 days a week for clients, as well as other costs. We cover these costs with the $200 startup, which again, has not been collected as of this date.  At this time we are certainly operating at a loss for this specific deal, as well as the insurance company as it takes hours to get a policy cancelled, refunded, etc.. The customer contacted our office last week several times over back to back very disgruntled loudly voicing opinions at agents and one of the owners. She was still stating we took $200 from her account unauthorized, it was fraud, and she was filing a Revdex.com complaint if we didn’t refund “$200.00” immediately. Obviously, we cannot refund money that was never collected, nor would we ever. The Agent Tammy, and one of the owners tried explaining this to her amidst the multiple frantic calls received, but client only wanted to yell and scream about a how we were crooks.   As the other co-owner of the business, I have personally tried to reach out to [redacted] multiple times, with no response, in hopes to clarify the situation and help the process along as much as possible. All said and done to this point, I do hope we can both find resolve to this matter and avoid a complaint being filed due to all this occurring. Thank you very much for your time.